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With respect to the traditional CRM (customer relationship management), Call Center (Call Center) integrates applications, SmartWins (AICall) use of popular IM instant messaging tools, the realization of natural language exchanges under the customer marketing, customer service functions, can be a partial substitute expensive call centers, to achieve 7 × 24 continuous customer service. This product can effectively reduce the cost of customer service and achieve customer service automation.

1. Product Background
In recent years the rapid development of the network, the Chinese Internet users have become accustomed to the Internet using MSN, QQ instant messaging software, etc. (Instant Messager, namely IM) exchanges, IM users in 2005 reached 93 million people, China's IM users in 2006 grew by 29 percent, reaching 120 million people. Analysys International (Analysys International) recently released "2008 China Q3 quarterly monitoring instant messaging market," data show that in 2008 Q3 China instant messaging market, the number of active accounts ring than an increase of 9%, reaching 463 million more than the same period last year 19 percent, continue to maintain stable growth.
IM interactive services can be simulated Call Center, with a very low cost to replace some of the functions of Call Center to help businesses more concerned about how to make use of networks and customers to build a closer relationship, more concerned about how to provide customers with more convenient and more personalized service.

2. Product Feature
(1) product uses

With this product there is mass of users instant messaging IM, network-based Internet marketing, customer relationship management, and enable enterprises to easily develop in line with their own CRM applications required to meet the majority of enterprises in the process of e-commerce customer service needs, as opposed to expensive call center, effectively reducing the cost of customer service to achieve 7 × 24-hour customer service automation.

(2) Application Example

1). Online ordering or service applications
MSN or QQ users to join its enterprise services for friends after the service registration, the user's MSN and its back-office applications system files associated customers, users do not need to visit the corporate Web site or call the service hotline number, can be realized via MSN to submit service requests, and service information stored in the background database.
From the security, each user in the registry to use MSN when, MSN itself to provide the user authentication to ensure that the user's legal status.
Users to request services, to avoid a general service hotline busy bad experience, record companies do not need the URL of the site, they readily available and timely services to enterprises, thereby enhancing the market competitiveness of enterprises.

2). Data query access
System background with the user's business system data linked directly match, the system according to the operational requirements of the background set the analysis of data query interface, can be certified customer inquiry services to provide remote data, so that customers through MSN, QQ can access their own business data and information, of course, related data are closely in the background under the control of the data.

 

3). Multi-step interactive dialogue
Multi-step dialogue can simulate interactive services. Interactive services can be based on user input to the user prompts, which guide the type of inquiry than a simple FAQ (Frequently Asked Questions users) have a better use of experience. The content of interactive services are not limited to text, but also through the provision of documents upload, download service, through IM file transfer can make up for interactive services such as content and word limit deficiencies.

4). Voice mail
Message or complaints in the IM will be more humane, with the traditional Call Center difference is, IM can be at the same time, customer service or complaints about the situation to send mail to inform the relevant service personnel, but also through the development of the service request interface can be stored to internal business system, customer service module.
Enterprises can expand the products notification service, through SMS or other means to the user requests submitted to the relevant service personnel. System also has built-mail interface, when the system includes a user service requests automatically to the user after the email.

5). Artificial services
System provides two methods of artificial services, one is the relay service, a system to act as a proxy server (proxy) in exchange for customer service personnel and direct dialogue with customers. Another way would be to invite, that is, customer service personnel invited to participate in dialogue.

6). Notification Service
Notification service is divided into: Customer requested services, customer subscriptions, as well as vendors take the initiative to push the three forms, through the system's built-in notification service engine is easy to achieve the above three modes of services. End customers can use the system to inform the service-oriented interface to mass or send a message to clients.

7). Dialogue records management
Dialogue is also a service record of the content itself is a subset of Knowledge, the dialogue records retained, and can be accumulated for the enterprise customer service and effective historical data, which will significantly reduce training costs. Can also be a historical record of service delivery in accordance with the requirements of customers to the client's mailbox.

2. Product performance advantages
Products using four framework, application server and functions separately from the deployment of servers, the flexibility to expand the use of load-balancing mechanism to meet the needs of large quantities visit;
To support the mainstream of the various instant messaging tools such as MSN, QQ, etc.;
Relative call center of the project products are low-cost and simple management of the prominent advantages;
7 × 24 hours to achieve the online automatic marketing, customer service automatically;
CRM relative or traditional online e-commerce, products and end-users of the project one-on-one contact, to achieve personalized service;
Can be achieved with the users of the exchange of natural language, users do not have to face the complexity of e-commerce system;
With customers existing CRM system integrated applications to enhance the investment value of customers;
Operations more simple, more intelligent interactive, user-friendly.