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批量操作

什么是帮助台批量操作?

批量操作,也常被成为批量编辑,是一种帮助台软件功能,帮助您批量操作系统功能。批量删除多个工单,而不是手动删除单个工单,就是一个例子。

批量操作

所有帮助台系统一般都拥有批量操作功能,因为它可以加快代理工作流程,在长远看来节省企业大量时间。另外,它还可以避免代理工作过度。

您可以使用批量操作做什么?

一般来说,批量操作用于一次解决、转交或删除多个工单。不过 LiveAgent 的批量操作不仅如此。

LiveAgent 的批量操作

  • 转移工单
  • 解决工单(解决选择的工单)
  • 添加备注(在选择的工单内添加特定的个人备注)
  • 删除工单(将选择的工单转移至垃圾桶*)
  • 更改工单优先级别(更新所选工单的优先级别)
  • 更改SLA等级(更新所选工单的SLA级别)
  • 标记为垃圾邮件(将所选工单标记为垃圾邮件)
  • 标记为非垃圾邮件(将所选工单标记为非垃圾邮件)
  • 清理工单(将所选工单从系统中彻底删除**)
  • 发送回复(向所选工单发送回复)
  • 更改工单主题(更新特定工单的主题)
  • 通话URL(呼叫回电 URL 或 API)
  • 推迟工单(推迟所选工单)
  • 添加标签(在所选工单上添加特定标签)
  • 移除标签(从所选工单上移除特定标签)
  • 发送电子邮件(向所选工单发送电子邮件)

被删除的工单可以恢复

**被清理的工单不能恢复

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如何批量操作

  1. 登录 LiveAgent。
  2. 点击工单。
工单控制面板

可选:点击自定义删选并选择工单状态、来源、标签和其它额外筛选信息,找到您希望寻找的工单。点击应用

筛选工单
  1. 点击控制面板左上角的方框,选择所有筛选出来的工单。或者一个一个个选择。
批量操作所选工单

4. 点击批量操作

批量操作功能

5. 从清单中选择希望执行的批量操作。在该实例中,我们将所有工单标记为已回复。
6. 点击现在运行。

批量操作设置

7. 点击确认,在确认对话中确认操作。

批量操作确认对话

如何确定系统成功执行了批量操作?

执行批量操作后,系统将自动在屏幕下方弹出一个绿色提示。如果批量操作中出现错误,系统将在您的 LiveAgent 控制面板内出现红色错误消息提示。

成功的批量操作
成功的批量操作通知

一次可以选择多少批量操作的工单?

LiveAgent 一次可以批量操作5万行工单。不过请注意,这样花费的时间较长。在发生变化时,它们将逐渐展示在您的屏幕上。

如果您一次需要处理超过5万张工单,请使用电子邮件、实时会话或电话联系我们的客服人员。

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批量操作使用案例

将工单标记为垃圾邮件

假设您收到许多垃圾 邮件。您无需单独标记每张工单,可以使用批量操作批量标记。

添加标签

批量操作的另一绝佳案例是为工单添加标签。假设您之前没有为所有工单来源添加标签,但是现在希望根据工单来源为所有工单添加标签,这样可以在将来更好地筛选它们。在帮助台内手动为每张工单添加标签十分耗费时间。批量操作可以在几秒钟(或几分钟,根据您处理的工单数量)之内完成。

推迟工单

当您在一定时间过去后需要联系特定顾客时,使用批量操作推迟工单十分实用。推迟工单的原因可以是您需要发送跟进邮件,或提醒顾客马上举行的活动、促销、截止日期或任何事情。推迟工单对顾客服务部门和销售人员都是十分有效的工具。

解决被放弃的工单

在最后一个示例中,我们将讨论解决顾客已经不再回复的工单。如果一段时间后顾客不再回复您的消息,您可能已经解决了该工单。这一迅速的月度帮助台维护操作能够减少打开的工单数量,以及代理必须持续思考的询问数量。

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批量操作功能可以为您带来什么益处?

批量操作是为了帮助您和您的支持团队。该功能可以帮助您极大地提升工作流程。您无需再手动操作重复任务,节省大量因为点击而花费的时间。批量操作能够自动化这一流程,节省代理工作时间,这样他们就可以专注于更重要的工作,例如建立和维护顾客关系。因此您可以花更多时间解决顾客问题,而不是行政管理任务,这样可以提升顾客满意度、忠诚度和价值。

将代理从手动和重复的任务中解放出来能够避免劳累过度和效率低下。没有人愿意成为机器人,做无意义的工作。正相反,多数代理希望他们通过帮助别人解决问题而改变对方的生活。批量操作能够帮助您保持代理开心、专注、努力工作,还能够提高企业的利润。IES 计算,企业员工的参与度提高10%,每位员工就能为企业增加2400美元的利润。

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