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实用标准文案精彩文档53KF在线客服系统新版说明书实用标准文案精彩文档版权声明杭州六度信息科技有限公司广州总代理公司拥有本产品及相关文档的全部版权。未经本公司书面许可,任何单位及个人不得以任何方式或理由对本产品的任何部分进行复制、抄录、传播,或将技术文档翻译成他国语言,并不得与其它产品捆绑销售。信息更新我们会根据产品最新情况随时更新相关文档。信息反馈杭州六度信息科技有限公司广州总代理公司欢迎您通过尽可能多的渠道向我们提供尽可能多的信息,您的意见和问题都会得到我们的重视和妥善处理,请将反馈信息投递到下述地址:杭州六度信息科技有限公司广州总代理代理总公司:广州十分信息科技有限公司公司地址:广州市机场路白云名字广场明沁阁508室电话:020-22109850邮编:5100000实用标准文案精彩文档目录1新版客服端指南···························································································21.1主界面·····································································································21.2对话列表··································································································31.3转接对话··································································································31.4网站访客··································································································41.5访客详情··································································································52新版管理中心指南························································································62.1页头与版块·······························································································62.2联系计划··································································································72.3聊天记录··································································································82.4机器人列表·······························································································82.5机器人编辑·······························································································92.6机器人知识库···························································································102.7常用语分类······························································································102.8全局设置·································································································112.9风格管理·································································································112.10客服图标设置···························································································122.11访客端LOGO设置····················································································132.12指定客服设置···························································································132.13区域分流设置···························································································142.14访客注册设置···························································································14实用标准文案精彩文档1新版客服端指南1.1主界面图表1新版客服端保留了三个子界面的设计:访客对话、内部对话、网站访客(原主动发起),将切换界面的选项卡从左侧移到了顶部,并重新设计了样式;新版去掉了底部广告,以状态栏取而代之;系统公告将以滚动字幕形式,出现在客服端顶部中央;客服端顶部右侧放置了几个系统功能按钮。实用标准文案精彩文档1.2对话列表图表2新版客服端修改了对话列表,采用一个客户对应一个标签的方式,不会再出现以前那种多个客户共用同一个标签和对话框的情形;由于客户和标签一一对应,标签名称就可以精确命名,对于已经创建名片的老客户,可直接在对话列表显示其姓名,识别更准确;客服端点击红叉,主动结束对话后,该客户的标签立即消失;但如果是对话客户主动离线,离线客户的标签仍然存在,只是变灰并移动到列表末尾。1.3转接对话图表3点击客服转接后会展开客服列表,客服人员按部门分类,为树状结构,部门名称点击可展开/收拢;实用标准文案精彩文档客服名称为链接形式,点击后可发起转接操作,转接前有确认提示,客服名称后面括弧中的数字表示该客服当前已建立的对话数目;刚转接过的客服人员,会在客服列表头部建立快捷方式,方便重复转接,快捷方式只保留最近的3个客服,存于页面内存中,退出或刷新后便会消失。1.4网站访客图表4网站访客(原主动发起)界面增加了访客身份识别功能,只要访客访问客户网站,53kf就能识别出他是新访客还是老客户,老客户在名称中会显示其客户编号,如果已创建名片,则会显示名片中的姓名;IP地址一栏现在只显示地理位置,鼠标悬停才显示地理位置和数字IP的完整拼装,点击IP地址和访客名称都可打开悬浮窗口查看轨迹;“邀请”和“强制”两个操作链接的显示,视【基本设置】-【全局设置】中的开关而定,关闭功能的链接将无法点击操作;访问来源显示该访客是从何处链接过来,也就是俗称的“访问来路”,来源地址采用简化缩略显示,只保留域名,搜索引擎则显示“引擎名称(关键字)”的格式,点击后可在新窗口打开完整的来源地址;如果【基本设置】-【全局设置】中开启了“访客上线音效”,有新访客上线时会播放一段“叮咚”的声音。实用标准文案精彩文档1.5访客详情图表5访客对话和网站访客界面有多个快捷操作可打开访客详情悬浮框,可在其中查看该访客的访问轨迹、名片信息和联系记录;新访客的详情框中,只能查看访问轨迹,不能选择客户名片和联系记录。实用标准文案精彩文档2新版管理中心指南2.1页头与版块图表6新版管理中心的功能大体上与旧版雷同,但是栏目版块与功能菜单做了较大幅度的调整和梳理,分类更准确、更清晰,归纳的更合理;所有租用版付费服务和扩展服务内容,都被囊括在了【高级功能】版块,与帐户和人民币相关的操作都集中在此。实用标准文案精彩文档2.2联系计划图表7新版【客户管理】中的【联系计划】栏目与旧版大体相同,但是单条联系记录的操作方式有一些改变;一条联系记录就只有一个联系时间,不再设置下次联系时间,所谓的“上次联系时间”就是上一条联系记录的联系时间,“下次联系时间”就是下一条联系记录的联系时间;联系方式自动从客户名片中选取,不用手动重复输入已保存的联系方式,如果想手动输入联系方式,请选择“其他方式”;联系状态需要手动修改并确认,然后在备注中填写联系详情。实用标准文案精彩文档2.3聊天记录图表8新版【记录中心】中的【聊天记录】栏目加强了高级查询,可根据多个搜索条件同时匹配聊天记录,同时加强了权限管理;聊天记录栏目与客户管理加强了关联,已创建名片的客户,在名称中直接显示名片姓名,并有查看该客户联系记录的快捷操作;没有创建名片的客户名称仍旧显示编号,并有快捷操作可为该客户创建名片,并与客户编号关联,客户管理中也会出现查询聊天记录的快捷操作。2.4机器人列表图表9新版【客服管理】中增加了智能机器人功能,在机器人列表中可以添加、删除和修改机器人客服;设置为手动上线的机器人,可在列表中即时修改其上下线状态,自动上线的实用标准文案精彩文档机器人永远在线,无法修改;列表中设置为“接受转接”的机器人,会出现在客服端的客服转接中。2.5机器人编辑图表10机器人同普通客服工号一样,有上线/离线的状态,离线的机器人不起作用;机器人还有隐身功能,设置为隐身的机器人平时不参与接待,除非客服工号全部离线,它才开始代替工号接待;机器人还可以设置内存记忆,没记忆到内存中的问题类别,一概不答。实用标准文案精彩文档2.6机器人知识库图表11机器人依靠知识库来回答客户的提问,知识库的设置决定自助答疑的效果;只有设置了关键词的问题,才可能根据客户的提问搜索到,搜索到的问题答案,会以聊天的方式展示给客户查看。2.7常用语分类图表12【常用语分类】是一个新添加的高级付费功能,不仅能将客服工号各自的常用语归类,还能设置所有客服工号通用的公共分类,管理公共分类需要拥有“基本设置权限”;未购买【常用语分类】高级功能,或者功能过期的,将无法管理和使用常用语分类,只能使用“未分类”常用语,先前已创建的分类虽然不会消失,但其中的常用语不能继续使用了。实用标准文案精彩文档2.8全局设置图表13【全局设置】顾名思义,本栏目内所有设置项,均对整个公司帐号,和其中的所有工号生效;“显示上次聊天记录”开关关闭后,建立对话时,不会自动在对话框中显示出该客户上一次的聊天记录,因为上一次对话可能是同其他客服工号进行的,有些公司不希望客服人员之间能互相查看聊天记录;三个音效设置全部针对WEB版客服端,包括登录器;对话邀请开关关闭后,客服端上将无法点击执行邀请对话的操作。2.9风格管理图表14新版【风格设置】中增加了风格管理栏目,用户可在此手动添加、删除风格,或为快到期的风格续费;添加和续费操作都需要使用一张风格券,新建风格和续费风格的使用期限都是一年,第一次添加风格时可以不用风格券,但只有7天的试用

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