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预置消息(宏指令)

什么是预置消息?

预置消息也被称为宏指令,是预先定义的文本回复。它们提前书写好,只需点击键盘就可以使用。它们一般用于回答常见问题。

预置消息
预置消息示例

预置消息与预定义回答的区别?

虽然二者作用相似,但是预置消息和预定义回答是两种不同的功能。

预定义回答不同于预置消息的方面有三个:

  • 预置消息只能储存较短的文本
  • 创建预定义回答时,您可以定义电子邮件的标题
  • 预定义回答可以包含附件

谁使用预置消息?

顾客服务代理和技术支持代理一般使用预置消息。销售人员和市场营销人员也使用预置消息。不过所有经常在线沟通并且希望快速回答问题的人都可以从中受益。

预置消息(宏指令)

LiveAgent 在所有渠道都支持预置回复吗?

LiveAgent 用户可以在以下渠道使用预置回复回答问题:

  • 电子邮件
  • 实时会话
  • 通过顾客门户提交的工单
  • 论坛
  • 反馈和建议
  • Facebook Messenger
  • Facebook 帖子
  • Twitter
  • Instagram
  • Viber

如何创建预置回复

  1. 登录 LiveAgent。
  2. 点击配置(齿轮标志)。
  3. 点击自动化。
  4. 点击预置消息
  5. 点击创建消息。
预置消息

6. 您可以定义关键词来制作预置消息。当您需要某条消息时,关键词会令搜索更加简便。例如,如果您的预置消息时关于物流政策的,您的关键词可以是“物流”。

7. 编写您的预置消息。
8. 选择使用该预置消息的部门和代理。
9. 点击创建。

创建一条预置消息

如何编辑预置回复

  1. 登录 LiveAgent。
  2. 点击配置(齿轮标志)。
  3. 点击自动化。
  4. 点击预置消息
  5. 点击现有消息
  6. 根据您的喜好编辑消息
  7. 点击保存。

删除预置消息

  1. 登录 LiveAgent。
  2. 点击配置(齿轮标志)。
  3. 点击自动化。
  4. 点击预置消息
  5. 找到希望删除的消息。
  6. 点击位于消息右侧的垃圾桶标志。
删除预置消息

7. 跳出确认对话。点击是的确认您的选择。

预置回复示例

LiveAgent 可以创建无限数量的预置消息。

标准系统消息包括:

  • 我能为您提供什么帮助?
  • 您能提供联系电子邮箱吗?
  • 我能帮助您解决什么问题?
  • 请联系我们获得更多信息或帮助
  • 您好,我的同事已经下班了,我接手了您的对话。请给我一点时间了解情况。
  • 祝您生活愉快。
  • 我能为您提供什么帮助?
  • 很抱歉现在才回复您,不过我有更多在线客户。
  • 我将尽我所能帮助您。
  • 对话即将结束,如有其他问题请联系我们。谢谢。
  • 如您有其他问题请联系我们。
  • 感谢您的理解。
  • 不客气。

不过这些只是最基本的消息(尤其对于实时会话来说)。您可以创建无限数量的自定义消息,更好地匹配邮件、社交媒体、信息应用或知识库回复。

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我应当创建什么类型的预置消息?

预置消息是为了为您提供帮助。它们应当是简化沟通的工具。因此您应当思考一下日常遇到的问题和您的回答,来确定创建什么类型的消息。

如果您想不起最常遇到的问题,可以查看您的帮助台软件。查看历史实时会话、社交媒体、知识库工单来确定哪些语句最适合添加在您的预置消息清单中。

当您创建消息时,请确保为每个回复添加相关关键字,这样当您的清单很长,不能展示全部消息时,方便您搜索。

将预置消息添加在您的工作流程中会带来什么益处?

预置消息不但对顾客有益,对代理也十分有用。它们能提高满意度、利润率和生产率。

更短的回复时间和更高的顾客满意度

在预置消息的帮助下,您的顾客能够在几秒钟内收到问题回复。提供迅速且高效的服务将令您的企业脱颖而出,令顾客保持忠诚和满意。

提高代理效率

预置回复能够帮助代理在更短的时间内解决更多问题。例如,加入代理回答10张工单的平均时间是一小时。使用预置回复他们能够在同样的时间内回复更多询问,因为需要输入的内容大幅减少。

帮助台软件内的代理报告 - LiveAgent

代理不太可能压力过大

针对每位顾客回复问题效果当然不错,但是并不高效。重复输入同样的回复不仅令人厌倦,还令人疲惫不堪。

多数顾客支持代理希望感到他们的工作十分重要,做出了改变。一遍遍输入同样的回复极其无聊、令人感到厌倦,不再关注细节。

但是安装预置回复可以快速解决FAQ(常见问题),节省时间回答需要批判性思维的困难问题。因此使用预置消息是避免代理压力过大,确保代理保持专注、热爱工作的最佳方法。

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知识库资源

探索预置消息如何提升您的支持水平。阅读我们的知识库文章、博客帖子、学术文章和术语库页面,全面了解预置消息。

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