only客服投訴電話多少

1. 請問dionly客服電話號碼是多少

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2. 有人知道ONLY售後電話嗎

我新買了褲子499還沒穿 壞了去找店鋪退 店員囂張跋扈的說 我怎麼知道不是你人為的
我腦子有沒病回 新買的衣答服我故意去弄壞 真惡心 質量那麼差 售前售後服務態度太差
真不知道你們公司有上崗培訓嗎？
還說什麼小票給你也沒用 方正不退

3. 網路購物系統中在線客服功能設計與實現論文資料

網路購物行業呼叫中心解決方案

電子商務發展到今天，許多網民已經習慣足不出戶從網上購物。整個買賣過程電子化、數字化和網路化，購物成本低且方便，使得網上購物這種方式獲得了網民尤其是年輕網民的喜愛。但是據網民反映網路購物主要存在兩個問題：一是這種新興的購物方式與人們傳統的購物習慣不符合，網民無法僅僅根據網頁上的信息做出購買決定，常需要互動式的詢問與回答才能完成購買活動；問題二是網民對網上購物的投訴也日趨增多。網上購物買來次品、售後維修困難等等問題都是困擾網民進行網路購物的大問題。
因此，在購物平台內部設立一個咨詢、投訴客戶服務中心，集中處理客戶在網上購物時所產生的產品咨詢與服務投訴，以及為產品的售後服務提供中間服務，可以免去客戶網上購物的後顧之憂，提高網站的服務質量以及客戶的滿意度與忠誠度。
購物網站後台呼叫中心客服系統的建立，不僅為網站與網民之間架起一座良好溝通的橋梁，為顧客的購買過程提供實時咨詢、購買指導等服務，為顧客提供了強大的支持，很大程度上緩解了不少網民對網上產品「看得見，摸不著」的顧慮。同時，客服人員通過呼叫中心進行的回訪調查、投訴、售後服務等能夠消除客戶對售後服務的後顧之憂，從而提高網上成交率，促進整個購物平台的營業額的上升，同時也將提高網站後台客服人員的工作效率，優化後台資源，降低管理成本與人力成本。

購物網站建設呼叫中心系統的現實意義

1. 提升購物網站形象，彰顯購物網站實力；
2. 有利於購物網站的宣傳，拓展客戶群體和廣告客戶群體；
3. 加強與客戶的聯系，提升客戶忠誠度；
4. 提高購物網站內部管理效率及員工滿意度；
5. 7*24小時服務，保證客戶與廣告客戶服務的連續性；
6. 增強與客戶的互動聯系，是購物網站爭奪客戶的有效武器；
7. 多方面降低購物網站的管理和運營成本；
8. 良好的售後服務與溝通機制讓顧客免去後顧之憂，提高網上成交率。

系統概述

系統將語音查詢、自助服務、人工服務緊密結合，把購物網站進銷存、配送資源、供應鏈資源、客戶資源等通過網路進行整合，建立起網路購物的快速反應機制，增強客戶群體與購物網站的互動，實現資源的統一分配與利用。系統為一個開放的對話平台，購物網站客服人員與客戶進行互動和協作，從而完成客戶服務與客戶關懷；同時，客服人員能夠隨時了解到網站內部的進銷存狀況，方便對商品和供應商的各項信息進行掌握。

系統功能

1. 自助服務
客戶致電購物網站呼叫中心首先進入語音查詢系統，在語音導航的指引下輸入不同按鍵，選擇自己想要的信息。在自助服務中，客戶可以得到如下服務：
1) 產品查詢；
2) 促銷產品信息查詢；
3) 購物網站介紹；
4) 會員積分查詢；
5) 訂單狀態查詢；
6) 電話挑選商品並下訂單；
7) 自助查詢並選擇付款方式及配送方式；
8) 自助訂閱購物網站新品信息；
9) 客戶與購物網站間的互動，例如投票、競選等活動；
10) 自助傳真；
11) 相關政策法規查詢；
12) 廣告商信息查詢；
13) 投訴、建議等語音留言，等等。
Online shopping solution for call center instry

The development of electronic commerce today, many users have become accustomed to from the Internet without leaving home. The entire process electronic transactions, digital and network-based, low-cost and convenient shopping, online shopping in this way allows access to the Internet users, especially young netizens love. However, according to reflect the network users to the main two problems: First, this new way of shopping and traditional shopping habits of people do not meet, users can not be based solely on the information page to make purchase decisions, and often the need for interactive questions and answers to complete the purchase of activities; problem Second, users of online shopping is also more and more complaints. Defective goods bought online shopping, after-sales maintenance and so on are difficult to users of network problems to the big problem.

Therefore, to establish a platform for consultation, complaint customer service centers to focus on online shopping customers to procts arising from the consultation and service complaints, as well as provide after-sales service for the procts among the services, customers can avoid the worry about online shopping, improve the quality of service, as well as site customer satisfaction and loyalty.

Back to site customer service call center system, not only for websites and Internet users to build a good communication between the bridges, the purchase process for customers to provide real-time advice, guidance and other services to buy, to provide customers with a powerful support, to a large extent alleviate a lot of users on-line procts "visible or touched" concerns. At the same time, customer service call center through a return visit to conct the investigation of complaints, after-sales service, such as to eliminate the worry about customer service, thereby enhancing the turnover rate of the Internet, promoting the platform to increase turnover, but also will improve customer service background site the efficiency of the background to optimize resources and rece management costs and human costs.

Call centers to Web site building system practical significance

1. To enhance the image of shopping sites, shopping sites shows strength;

2. Is concive to the promotion website, to expand customer base and advertising clients;

3. To strengthen ties with customers and enhance customer loyalty;

4. To improve the internal management of shopping efficiency and employee satisfaction;

5.7 * 24-hour service, customers and advertisers to ensure the continuity of the service;

6. To enhance interaction with customers is to site an effective weapon to compete for customers;

7. To rece the multi-site management and operating costs;

8. A good after-sales service and communication mechanism that allows customers to worry about replacing to improve the rate of online transactions.

System Overview

System will be voice information, self-service, service manual closely with the shopping site Invoicing, distribution resources, supply chain resources, customer resources, network integration, to establish a network of rapid response mechanisms, and enhance customer groups and shopping sites interaction, resource allocation and utilization. System as a platform for open dialogue, customer service personnel to site to interact with customers and collaboration in order to complete the customer service and customer care; At the same time, customer service staff to be kept informed of the situation Invoicing internal website to facilitate the suppliers of goods and grasp the information.

System function

1. Self-Service

Customer call center at the first site to enter the voice query system, under the guidance of voice navigation in different input buttons, select the information you want. In self-service, customers can get the following services:

1) proct inquiries;

2) information marketing procts;

3) Introction to Web site;

4) Members of integral inquiry;

5), order status inquiries;

6) the selection of merchandise and telephone orders;

7) self-service query and select the payment method and delivery mode;

8) Self-Subscribe to site new information;

9) the client and to the interaction between sites, such as voting, campaigning and other activities;

10) self-Fax;

11) policies and regulations related inquiries;

12) information to advertisers;

13) the complaint, the proposed voice mail, etc., and so on.
2. 自動通告
自動通告為語音導航的一部分，客戶致電後可首先聽到這部分內容。自動通告可發布的內容有：
1) 購物網站介紹及最新動態；
2) 重要信息公布；
3) 購物網站優惠活動發布；
4) 合作信息；
5) 最新政策法規，等等。

3. 客戶咨詢
客戶在網頁選擇商品時可隨時通過電話、自助語音服務、電子郵件、傳真、即時聊天工具等方式與客服人員取得聯系，咨詢商品性能、類別、使用方法等細節信息，客服人員根據客戶的需求提供購物指導，方便客戶進行購買判斷。
購物網站的客戶咨詢主要包括：挑選產品實時咨詢、支付方式咨詢、配送方式咨詢、售後服務咨詢、合作項目咨詢等等。系統對於老客戶可建立一對一的親情關系，將老客戶的來話直接轉接到以前曾與之通過話的客服人員處，有助於客戶的維系和服務的延續性。

4. 業務受理
客戶除在網頁上點選商品、生成訂單並提交之外，還可以通過呼叫中心的自助語音服務自助下單，以及通過轉人工服務來下單。多種購買方式讓客戶隨心選擇。
客服人員受理客戶所下訂單，生成派單並轉發給相應部門進行配送。待處理結果通過網路返回到購物網站呼叫中心後，工作人員以電話、傳真、簡訊息、電子郵件等方式回復客戶。客戶也可隨時通過本系統了解所提交訂單現處於哪一環節及哪一部門所處理。主要受理業務內容除了下單之外，還有選擇付款方式、選擇配送方式、產品報修等業務。

5. 主動服務/客戶關懷
購物網站客服人員通過本系統的外撥功能，可以實現對客戶的主動服務。外撥方式分為四種：外撥語音架構，外撥語音文件，群發簡訊和傳真。客戶關懷的具體內容有：
1) 對意向客戶群體的關懷與跟蹤；
2) 對潛在客戶的信息告知；
3) 最近購物網站活動通告；
4) 網上調查、投票、徵集等活動；
5) 客戶滿意度調查、客戶消費習慣與需求調查；
6) 購物網站促銷活動告知；
7) 老客戶回訪調查；
8) 付款、配送等信息的提醒與確認；
9) 客戶購買產品的確認、提醒與祝福，等等。

6. 客戶投訴與建議
通過人工服務、語音信箱、傳真、電子郵件等方式，客戶可將投訴或建議反饋給購物網站客服人員。客服人員接到反饋信息後，可將電話轉接給相關部門處理，有助於投訴或糾紛的圓滿解決。

7. 購物網站調查
在電子商務逐漸成為企業營銷趨勢的今天，購物網站需要建立一個能夠直接了解市場和客戶的需求變化的窗口。系統通過外撥方式可進行市場調查、客戶滿意度調查、客戶消費習慣與需求調查等活動，制定針對性的改善方案，調整購物網站的經營管理策略，提高管理決策的科學性，提高購物網站整體品牌形象，從而提高效益和效率，降低管理和經營成本。

8. 統計報表
系統可根據來去電的詳細情況進行有效統計，包括客戶在線等待時間、來電記錄、自助查詢記錄、收發簡訊息記錄等，並且生成各種統計圖形。購物網站客服人員可以靈活地自定義統計內容，為購物網站決策提供權威有效的數據。統計報表主要包括以下數據：
1) 客戶在語音查詢中各項產品的查詢統計；
2) 每一位購物網站客服人員的接入、撥出電話的數量、時間統計；
3) 每一通來電的客戶在線等待時間的記錄與統計；
4) 購物網站客服人員的狀態記錄：示閑、示忙、話務處理；
5) 收發簡訊的記錄與統計，等等。
通過統計報表中的各項統計分析數據，購物網站可以清楚地獲知哪類產品或服務最暢銷，哪一類產品或服務客戶投訴最多，等等。統計報表可為網站及時捕捉和改善服務質量提供科學依據。

9. 擴展服務
本系統具有開放性，可與網路購物企業自有的會員管理、進銷存系統、辦公系統等實現無縫結合，還可根據企業的具體要求定製開發某些功能。
Online shopping solution for call center instry

The development of electronic commerce today, many users have become accustomed to from the Internet without leaving home. The entire process electronic transactions, digital and network-based, low-cost and convenient shopping, online shopping in this way allows access to the Internet users, especially young netizens love. However, according to reflect the network users to the main two problems: First, this new way of shopping and traditional shopping habits of people do not meet, users can not be based solely on the information page to make purchase decisions, and often the need for interactive questions and answers to complete the purchase of activities; problem Second, users of online shopping is also more and more complaints. Defective goods bought online shopping, after-sales maintenance and so on are difficult to users of network problems to the big problem.

Therefore, to establish a platform for consultation, complaint customer service centers to focus on online shopping customers to procts arising from the consultation and service complaints, as well as provide after-sales service for the procts among the services, customers can avoid the worry about online shopping, improve the quality of service, as well as site customer satisfaction and loyalty.

Back to site customer service call center system, not only for websites and Internet users to build a good communication between the bridges, the purchase process for customers to provide real-time advice, guidance and other services to buy, to provide customers with a powerful support, to a large extent alleviate a lot of users on-line procts "visible or touched" concerns. At the same time, customer service call center through a return visit to conct the investigation of complaints, after-sales service, such as to eliminate the worry about customer service, thereby enhancing the turnover rate of the Internet, promoting the platform to increase turnover, but also will improve customer service background site the efficiency of the background to optimize resources and rece management costs and human costs.

Call centers to Web site building system practical significance

1. To enhance the image of shopping sites, shopping sites shows strength;

2. Is concive to the promotion website, to expand customer base and advertising clients;

3. To strengthen ties with customers and enhance customer loyalty;

2. Automatic circular

Automatic circular part for voice navigation, customers can call to hear the first part of the contents. Automatic notices can be issued are as follows:

1) to website and the latest developments;

2) The publication of important information;

3) The site offers to release;

4) cooperation in information;

5) the latest policies and regulations, and so on.

3. Customer Inquiry

Customers to choose procts on the page at any time by phone, voice self-service, e-mail, fax, instant messenger, etc. get in touch with the customer service staff, the Advisory commodity performance, type, details use of information, customer service personnel in accordance with customer needs guidance to facilitate the purchase of customers to judge.

Web site consultation to clients include: the selection of procts in real-time consultation, advice of payment, delivery consultation, after-sales consulting, project consulting and so on. System could be established and existing customers for one-on-one family relationship to the old customers directly, then have them transferred to the customer service personnel through the Department, then to help customers maintain and service continuity.

4. Business admissibility

In addition to merchandise click on the page to generate and submit orders, but also through self-help call center voice self-service orders, as well as services through the transfer of a single artificial. Purchase a variety of ways to allow customers to choose heart.

Customer service staff receive customer orders, generating and sending a single transponder for distribution to the appropriate departments. Pending the outcome of the network to return to the site after the call center staff by phone, fax, short messaging, e-mail reply to clients. Customers may also request at any time by understanding the system is now in order to submit links and which departments which are dealing with. In addition to the main contents of the admissibility of business orders, there are payment options to choose, select delivery methods, proct repair services.

5. Active Service / Customer Care

Customer service shopping site through the outbound function of the system can be achieved in active service to customers. Outbound mode is divided into four categories: structure of outbound voice, outbound voice files, mass text messaging and fax. The specific content of customer care are as follows:

1) of intention to customer care and follow-up groups;

2) information to potential customers;

3) the recent circular to site activities;

4) The online survey, voting, assembly and other activities;

5) customer satisfaction survey, customer habits and needs of the consumer survey;

6) Web site promotional activities to inform;

7) return the survey and existing customers;

8) payment, delivery information such as a reminder and confirmation;

9) confirmed that customers buy procts, and best wishes to remind, and so on.

6. Customer complaints and suggestions

Through artificial service, voice mail, fax, e-mail, customer complaints or suggestions can be fed back to customer service personnel to site. Customer feedback upon receipt of information, may be call forwarding to the relevant departments to deal with, contribute to complaints or disputes satisfactorily resolved.

7. To site survey

In e-commerce has graally become the trend of today's corporate marketing, shopping sites need to establish a direct understand the market changes and customer demand for the window. System can be carried out through the outbound market research, customer satisfaction surveys, customer habits and needs of the consumer survey and other activities, to develop targeted programs to improve and adjust the operation and management of shopping strategy that will improve the scientific nature of management decision-making and improve the overall shopping brand image, thereby enhancing the effectiveness and efficiency, rece management and operating costs.

4. 昨天在ONLY 中國購物官網上買了件衣服，付完錢。。幾個小時後客服告訴我產品有問題，讓我取消訂單，

只有說繼續等，什麼時候有什麼時候發，或者是申請退款。