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To operate an independent foreign trade station, "online customer service software" is an indispensable thing. Failure to choose the customer service software will definitely make the enterprise more effective. Customers who spend money and energy on promotion and attracting cannot be retained, and effective enquiries cannot be formed. That is a great loss.
Recently, a company I worked for switched from a domestically produced business channel to an overseas livechat. The number of customers communicating online has skyrocketed, which is more than three times the previous number. They are all buttons in the sidebar. Why is the gap so big? Summing up the experience after an afterthought, I have a lot of feelings.
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Choosing customer service software is best to find out who you want to serve and choose the software that suits them. If you do the domestic market, then use the software provided by the domestic service provider. If you specialize in overseas markets, you'd better choose the mainstream customer service software abroad.
Why say that?
Because of the usage habits of overseas customers , overseas software producers know better. The reception process, customer service built-in welcome language, reception language, interface design and other details, foreigners are naturally more suitable for foreigners. When I configured the domestic multilingual customer service software, I made complaints about this. Most of the domestic software configurations are hard translations of the Chinese welcome language.
And overseas customers are more accustomed to using overseas customer service software (especially software with a certain degree of popularity). Think about it, is a domestic foreign trade website that overseas customers have the most contact with or their local website? It must be the latter. How many of their so-called local websites will use customer service software provided by Chinese service providers? hardly. So no matter what those domestic software service providers say they have many customers. For foreigners, what they are most used to is the mainstream customer service software overseas . In terms of trust and habits, mainstream overseas customer service software is also the first choice .
In addition, there is another drawback of domestic software, that is, most of the domestic software is integrated, and this part is basically not useful if it is used for foreign trade. If it is not necessary, do not add entities. The simplest principle also recommends everyone to choose overseas.
Based on the above three reasons, it is not difficult to understand why the enquiry rate has increased substantially. In short, the money was not spent in vain.
Although the overseas live consulting software is expensive (about 7 times that of our previous software), it is worth the investment compared to the benefits. Then the follow-up question comes, how to simmer some wool and save money as much as possible?
Foreigners generally don’t accept bargaining for basic service fees, and they don’t. Then you can only save money from other places. Let’s talk about my own woollen experience and how to get the 15% off coupon of livechat.
Take a look at the quotation, a small team, one seat is enough for everyone to take turns, and the number of seats can be saved. In terms of function, the entry version not only has no report function, cannot label consultations, but also has many restrictions, such as traffic and the number of days to save historical records, which is a quotation stall that accompanies it. The team version of 33$ is basically enough. This file can connect to Facebook and process messages directly in the livechat software. It is very friendly to Facebook marketing. Just choose him.
After using it, I discovered that there are many paid plugins. Isn't it magical? It's similar to iQiyi's kind of functions after buying big members. Although these are not necessary, but you can see the advantages of overseas software, they will specifically integrate with a large number of overseas software. Here is the difference between local software and overseas software.
For advertising operations, data analysis is necessary, and the inquiries attribution function is indispensable. It is unacceptable for which channel has a high inquiries conversion rate and manual calculations. Integrating with Google Analytics is a very important feature , and it seems that it will add an additional 5$ per month. Can this part be saved? Can save.
After reading the help document of this plugin, the principle is very familiar. It is to pass the key action to ga through the event event. I asked the livechat customer service. The tag remarks made by the manual background operation cannot be passed to ga (I told them if follow-up A little more money can be accepted). This shows that this plug-in is nothing more than some triggers and automatic ga event configuration.
The difficulty here is the trigger. The dialog interface loaded by js is a bit difficult to accurately capture the event, and the livechat software is very flexible, with many buttons, and it is even more difficult to capture all of them. They have done it for you, and there is no loss of 5$.
When I was entangled in whether to pay, I found such a help document when doing facebook integration. Facebook Pixel: track LiveChat data, this is actually free. It turns out that the triggers have been written by others , and the display of the welcome interface and the monitoring of clicks are less than that of ga. These two are not key conversion links, and they can be discarded. So it should be fine to change the code.
We use gtm to deploy the ua code, and the livechat code is also deployed with gtm. How gtm deploys various statistical codes, the space is limited, you can google it yourself, or host it to livechat, he will help you install the livechat code (the development is really worry-free).
I changed it in this way, it's very simple, with the ready-made code, plus the extra data for ga. See below.
Then define variables, triggers, and tags in gtm to receive data. You can see help if you don’t.
Configured, the debug test results, the trigger is normal, and the data transmission is normal.
The next day's data acceptance and proofreading, ga can see the number of inquiries obtained by different promotion channels , which is basically the same as the number of customer inquiries in the livechat built-in report. US$5 is a savings, which is almost 15% off compared to US$33. Knowing some technology is saving money.
Written at the end, livechat announced the Facebook monitoring and tracking method, but it charges Google Analytics. What's the matter with this kind of oolong operation? After thinking about it, maybe people don't want to intentionally hide the interface charges, but because ga can't be done by changing a piece of code. There are many places to modify and configure different code deployment methods. It is relatively difficult and requires certain learning ability. It's easier to collect a little money and make it a fool-like operation, and it is really good for users to worry about it . Problems that can be solved with money are not problems. It's a pity that we have no money, so we can only do the configuration ourselves.
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