文档介绍：客服流程简述
CS Workflow Outline
陌生客户:根据业务咨询范围,联系相关市场部负责人员
Potential customer: contact the one who is in charge of marketing according to the business line of consultation
正在联系的客户:按照售前,售中,售后流程
Targeted customer: take its workflow of pre-sales, mid-sales and after-sales
电话接听优先级(现阶段)
Priority for phone answer (currently)
接听后再告知相关人员。
Enable the relevant personnel to be informed
GM Office—not be answered for the moment
ADMIN(zhouxing)→CS(rachel,amy)→MARKETING(yangtianyu, yansheng, liqiuping)→IT(liuxinchao)→TEST(wuminghui)→R&D(wangpeng, fuwencheng or others)
MARKETING(yangtianyu, yansheng, liqiuping)—not be answered for the moment
CS(rachel,amy)→IT(liuxingchao)→TEST(wuminghui)→R&D(wangpeng, fuwencheng)
CS(rachel,amy)—not be answered for the moment
MARKETING(yangtianyu, yansheng, liqiuping)→IT(liuxinchao)→TEST(wuminghui)→R&D(wangpeng, fuwencheng or others)
ADMIN(zhouxing)—not be answered for the moment
CS(rachel,amy)→MARKETING(yangtianyu, yansheng, liqiuping)→IT(liuxinchao)→TEST(wuminghui)→R&D(wangpeng, fuwencheng or others)
客服售前售中流程
Workflow for pre-sales and mid-sales
客服口径
CS entrance
接听电话,记录内容,并分发。
Receive calls, record content and distribute data.
客服直接回复
An immediate response from CS
客服间接回复,分发到相关部门
High level response from relevant departments
Marketing
R&D
IT
追踪记录
Tracking service
PROJECT:Customer questions/Support results/Support team report
电话留言:请直接