According to the "26th China Internet Development Statistical Report" released by the China Internet Network Information Center (CNNIC), as of the end of June 2010, the degree of commercialization of Internet applications among Chinese netizens has increased rapidly. The number of shopping users increased by 31.4% within half a year, and users currently account for 33.8% of the total number of Internet users. With the explosive growth of online shopping users, e-commerce has become the focus of various industries.
The e-commerce process includes website building, promotion, traffic conversion, payment, logistics, and service. As the most important link in e-commerce, the traffic conversion link serves as a bridge between the past and the next in the entire process of e-commerce. effect. No matter how huge the traffic cannot be cashed in, it is still garbage traffic. This is the core principle of e-commerce. Traffic conversion in the e-commerce process is responsible for converting the traffic obtained from website promotion into sales leads, thereby promoting the smooth progress of payment, logistics, and service links.
In the early days of the development of e-commerce, relatively primitive communication methods in the traditional business field were used in China, such as placing company phone numbers, personal mobile phone numbers, and private instant messaging tools such as MSN on corporate websites. The traffic conversion of the website was not as good as People want it. With the release of China's first commercial online customer service software by TQ Company in 2003, the traffic conversion of e-commerce websites entered a new milestone. The company embeds code on the website to track the visitor trajectory of the website, conduct traffic statistics, etc. Visitors can click on the floating box on the website to open a dialog box to consult the company's online customer service staff. No installation is required, phone charges are consumed, and it is convenient and fast. The release of the company has changed The original private nature of e-commerce communications landscape. With the changes in the Internet marketing environment, online customer service represented by TQ has continuously upgraded its functions, adding 400 hotlines, toll-free calls and other functions, making e-commerce communication methods increasingly diversified.
In the second quarter of 2010, iResearch, a well-known domestic market research institution, released the "2009 2010 China Independent E-Commerce Website Research Report", which conducted a comprehensive rating of various indicators for domestic e-commerce online customer service. In baby care, TQ Online Customer Service, the founder and leader of commercial online customer service, was rated first by iResearch in the comprehensive index. The iResearch report shows that TQ Online Customer Service (as the leading brand of domestic online customer service) leads other service providers in terms of software stability and operating speed, and is uniquely leading in marketing promotion aspects such as sales lead extraction and traffic conversion analysis, while robot-assisted response The combination model with the knowledge base is even more innovative.
On July 8, 2010, the new generation of online customer service TQ 7 call center with a strong background in the era of triple network integration was launched nationwide, and the system integration was online. The four-in-one customer service, 400 hotline, toll-free number and message help companies provide customers with multi-channel communication methods. At the same time, the integrated call center provides powerful CRM functions, and the system automatically extracts the customer's valid information, name, telephone address. When a customer calls, the system intelligently associates the customer information to pop up the customer's resume, allowing the company's customer service personnel to easily understand the customer and complete the transaction. At the same time, the system binds the relevant customer service personnel's phone number to ensure that the company does not miss sales opportunities when offline. Achieve all-weather operation without closing the store.
As an industry leader, TQ online customer service also assumes the social responsibility of promoting the informatization of small and medium-sized e-commerce. It has launched a lifetime free version with permanent free basic functions to help small and medium-sized e-commerce. The enterprise promotes its own informatization construction.
On August 19, 2010, the China Internet Conference Organizing Committee awarded TQ Online Customer Service the 2010 China E-Commerce Platform Special Contribution Award. The outstanding contribution in the field of traffic conversion was fully affirmed, and TQ online customer service was highly praised for its efforts in promoting small and medium-sized e-commerce enterprises.