Customer Service Management (CSM) is a helpdesk system that helps generate leads and improve conversion rates for ecommerce, through promising features like dynamic know base, 24/7 omni-channel live chat, and multi-department collaboration.
FAQs are meant to solve the most common inquiries, while ebixPRO’s knowledge base is designed to solve more than 90% of inquiries. This is achieved through our easy-to-update DIY backend, enabling you to keep up with the changing demand without troubling your developer all the time.
Your presentation style can be highly customized. You can specify your word format, or put photos and videos at any point of the knowledge base to enhance your brand proposition. Boost your sales by inserting promotions into your knowledge base now.
Different from content management systems, ebixPRO’s knowledge base can let customers directly track their personal purchases and delivery statuses after setting up API connections. They can also switch to live chat anytime with their browsing destinations directed to a CS representative, for the CS to reply with preset answers or more accurate answers accordingly.
Inquiries with potential leads can come through live chat/email/SMS, or social media channels like Facebook Messenger and Wechat. All conversations can be labelled for further remarketing and following up.
ebixPRO’s help desk system offers dynamic knowledge base that is easy to update based on your customer’s feedbacks and ratings. You can directly showcase brand videos, posters, and promotional POPs in any specified point in the FAQ desk to generate leads.
CSM enables your leads to come through various channels, including live chat, emails, or SMS, or social media like Facebook and Wechat, allowing leads to reach you anytime within a few finger tips.
Set up your work shift schedule for the full time, the part time, the outsourcing partners, and the freelancers in your company to convert leads from inquiries seamlessly, the functions for ticket redirection, history recalling, and preset answers makes an outsider serve as good as a full-time staff, if not better, enabling better cost control to maximize your ROI.