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回答产品/服务相关问题

回答产品/服务相关问题

在客户服务行业，知识库一词指的是数据库或平台，是用来回答产品/服务相关问题的在线自助服务图书馆。它的主要作用是存储与企业、企业产品、服务、流程和部门等相关的信息。

企业在他们的知识库中投入时间、金钱和其它资源来帮助客户独立解决与产品或服务相关的问题。客服代理无需处理客户能够独立解决的工单，因此企业可以减少工单负载并节省大量成本。

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客户服务成本和能够节省的成本

甲骨文和Forrester咨询的一项研究计算出多种渠道的单词联系成本。拨打电话的单次成本为11美元，实时会话的单次成本为5美元，电子邮件为2.50美元，而网络自助服务则只有0.10美元。

我们来快速计算一下：如果您的客服代理每天处理50个呼叫，您的企业每周就将花费$2750！如果再加上每天实时会话和电子邮件回复的成本，最终总成本将十分高昂。这不一定是什么糟糕的事情，因为您的客户值得拥有卓越的客户服务（您的企业也应当为他们提供这样的服务。）

但是，如果您能够创建一个空间，客户可以在里面独立找到大部分问题的解决方案，何乐而不为呢？Aspect软件的数据表明，73%的客户愿意独立解决与产品或服务相关的问题。Steven Van Belleghem的研究发现，70%的受访客户希望企业网站提供客户自助服务选项。另外，根据埃森哲的报告，通过在客户服务中增添自助服务选项，企业每年能够节省100万至300万美元。

创建知识库能够为您的客户、服务代理和企业带来益处。为帮助您着手创建知识库，我们制作了一些免费模板，您可以用来回答产品或服务相关问题。请牢记，如果代理能够正确回答客户的某个问题，那么其他上百甚至上千位顾客通过阅读该回答就能解决同样的问题。

客户服务成本和能够节省的成本 - App - Uploads - 2021 - 02 - Screenshot 2021 02 10 At 10.42.12.png

产品/服务相关问题答案模板

关于产品/服务功能的问题答案

Hello [Name],

Thank you for asking about [product’s/service’s] features. Here’s a list of some key features that product/service] provides. If you’d like to learn more, each item on the list includes a link to a more detailed description of the feature.

Feature 1
Feature 2
Feature 3

If you have any other questions related to [product’s/service’s] features, please head to this section of our knowledge base [a link to the section dedicated to the product’s/service’s features]. If this content doesn’t answer your questions, try consulting other customer portal users or reach out to our customer service agents.

Thanks for being a part of our community!

Best,
[customer service agent’s name]

关于产品修理问题答案

Hi [Name],

I’m so sorry to hear that you experienced some technical issues with your [product name].

We created [product name] to be as reliable and easy to repair as possible. Please read this short manual on how to solve the most common issues our customers face.

If that doesn’t help, please review this list of our authorized service providers [link] and schedule an appointment to get [product name] fixed.

Remember to have your customer ID with you – our company covers the costs of [the first/two/three] repair[s] 🙂

I hope that helps!

Best,
[customer service agent’s name]

关于产品/服务用户建议的回复

Hey there!

We are happy to get to know your suggestions about the improvements we could introduce to [product/service]. Your remarks are really on point and provide ideas that could make [product/service] better.

[Company name] values opinions and feedback from our customers. That’s why we’d love for you to fill out this quick feedback form [link to a feedback form].

It consists of a few [product/service]-related questions that are a bit more in-depth. Your answers will help us understand your ideas better and, hopefully, allows us to put them into practice.

We are waiting for more information from you!

Thank you for helping us improve [product/service].

[Customer service agent’s name]

常见问题

知识库应当回答所有客户问题吗？还是可以分享相似问题的链接？

知识库的主要目的是为了最大限度减少客服代理的参与。因此我们建议您不必重复回答所有相似的问题，哪怕代理只需复制粘贴相同的答案。

解决这种问题的最佳方式是为代理创建内部常见问题清单，包括用户最常问的问题以及回答。代理应当关闭过去回答过的新问题，告知问题的作者，最好在提出新问题前查阅现有问题及其回答，并为他们提供解决方案的链接。

如何告知您的客户和用户知识库的存在？

在客户中推广知识库十分必要。最好将知识库视为一项单独的内部产品，组织点对点且持续的营销活动推广该产品。

在客户加入您的企业或开始使用您的产品或服务时告知他们知识库的存在，持续提醒现有客户他们可以选择自助服务。创建教程和常见问题清单，帮助用户了解如何查询知识库并每天使用。您的客户使用知识库越熟练，您的服务代理负担就越轻。

今天就试用LiveAgent

我们提供从大部分热门帮助台解决方案进行迁移的服务。

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