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通用收件箱

通用收件箱是一种统一的收件箱,允许您从一个地方访问所有的邮件。收件箱可以将电子邮件、电话、社交媒体消息、知识库Ticket和实时对话消息整合到一个控制面板中,并将其简化,使其成为客户支持部门的必备工具。

最重要的是,通用收件箱能让用户直接从收件箱回复所有传入的消息(无需监管/登录每个沟通渠道和设备)。

为什么通用收件箱是所有企业必备的功能?

一个统一的收件箱是所有企业、个人创业者和企业家必须拥有的,因为它:

  • 将所有邮件从多个账户精简到一个收件箱中
  • 根据重要性和收到的日期对所有问询进行整理
  • 提供共享的用户访问(多个用户可以通过他们唯一的登录凭证同时登录)
  • 改进代理效率
  • 更加安全
  • 改善客户满意度和体验(为代理提供更多的信息,减少客户的重复操作)
  • 加快响应速度
  • 自动分配Ticket给部门和代理
  • 可以用于多品牌支持
通用-收件箱-功能-LiveAgent
LiveAgent的通用收件箱

LiveAgent的通用收件箱有什么功能?

LiveAgent的统一的收件箱有大量实用的功能,这使其成为必备的产品。

自动Ticket路由

在您的通用收件箱中收到的每条信息都会被自动分配给一个合适的支持代理,消除您员工之间的混乱和犹豫。每个代理将确切地知道他们需要响应哪些消息,从而提高生产率和效率。

自动-ticket-分配-对话-路由-LiveAgent

基于时间和触发条件的自动化规则

通用收件箱可以将您的代理从单调且重复的管理任务中解放出来。通过创建基于特定的时间和触发条件的自动化规则,您的收件箱将能够执行任务,比如追踪电子邮件或将Ticket标记为垃圾邮件。

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标签和筛选器

如果您使用了正确的标签,在您的通用收件箱中找到Ticket则是小菜一碟。除了让每张Ticket的内容一目了然外,标签可以添加到每张Ticket中以帮助您进行筛选。

筛选-通过-标签

实时输入视图和本地对话窗口

实时输入视图可以让您实时预览您的客户在您的网站上的实时对话窗口中输入的内容。在您的客户发送信息之前,提前知道他们要发送的信息,这可以让您的代理有更多的时间来找到他们想要的信息,并以专业、个性化和及时的支持来给您的客户留下深刻的印象。

实时输入

内置CRM

让重要的客户信息尽在掌握是无价的、LiveAgent的通用收件箱有一个内置的CRM,让您有机会创建自定义CRM字段来存储关于您的客户的所有必要信息,包括过去的购买行为和Ticket等等。

CRM-LiveAgent

呼叫中心功能

如前所述,通用收件箱也可以用作混合呼叫中心。它拥有现代呼叫中心解决方案的所有功能,包括IVR、ACD、呼叫转移、呼叫回拨等。

Ticketing

内部对话

如果没有实时协作选项,通用收件箱就不完整。就像在Gmail中,您可以直接通过您的LiveAgent收件箱与您的在线同事对话

内部对话

代理冲突检测

通用收件箱比Outlook和Gmail等大多数传统的电子邮件好,因为当您进入到另一名代理的负责区域时,您会得到提醒。比如,如果您正要开始回复另一名代理正在处理的Ticket,系统将自动提醒您。

代理-冲突-检测-LiveAgent

私人备注和提醒

私人备注是通用收件箱的另一项优秀的功能。当您在一个Ticket线程中时,您可以创建一个只有您和其他代理才能看到的个人备注。这可以作为您在未来的提醒,或者帮助别人跟上进度。

Peter Komornik

LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.

Peter Komornik, CEO
logo slido black

什么将被传入到通用收件箱中?

  • 来自多个邮箱地址的电子邮件
  • 实时对话
  • 电话呼叫(可注册一个VoIP的不受限制的号码)
  • Facebook消息和评论(可以连接多个Facebook账户)
  • Instagram评论和提及(可以连接多个Instagram账户)
  • 推特和推文的评论/提及(可连接多个推特账户)
  • Viber消息
  • 反馈和建议
  • 联系表单消息
Facebook-ticket-LiveAgent
通用收件箱POV和Facebook POV

它看起来像什么/它在实践中是如何工作的?

什么是通用收件箱?如果您想知道您的客户是否能够知道您正在使用通用收件箱来接入他们的电话、实时对话、Viber消息、推文或电子邮件,很遗憾地告诉您答案是否定的。在这个详细的视频教程中您能查看它是如何工作的

https://youtu.be/3zYfDwqNj0U

准备好您的通用收件箱

为了确保您最大限度地利用您的通用收件箱,您必须将它与您所有的电子邮件账户、社交媒体资料和电话号码连接起来。您同样的需要将我们的实时对话窗口放在您的网站上,并创建一个LiveAgent支持门户。不确定如何操作?看看这个入门指南

通用收件箱

如何从通用收件箱中获益?

  • LiveAgent的统一的收件箱可以帮助您节省时间和金钱,因为您的代理将花费更少的时间来监控大量的账户和设备
  • 它可以帮助您提供更快的支持
  • 它可以帮助您提供更个性化的回复,多亏了我们内置的CRM,无论何时您都可以回复客户的问题。
  • 通过LiveAgent的通用收件箱来回复客户的问询更加安全,因为所有的Ticket都存储在一个共享的通用收件箱中,每个支持代理都可以访问该收件箱。这意味着您不必担心:
    • 与多名员工共享电子邮件/Facebook/Instagram/Twitter的登录凭证
    • 在公共设备上保持登录状态
    • 丢失已登录您的电子邮件和社交媒体账户的设备
  • 竞争优势——LiveAgent是少数几个同时集成InstagramViber的通用收件箱之一。
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知识库资源

准备好尝试通用收件箱了吗?

通过LiveAgent的通用收件箱,您将发现提供个性化的、及时的、专业的支持是多么容易。从今天就开始14天免费试用。无需信用卡。

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