即使在高负载下也保持可靠和高性能
让WhatsApp 为您的业务工作——而不是相反。</p><p>在世界上最受欢迎的消息频道上营销、销售和支持。 接触客户，他们花费最多时间的地方</p><p>使用 WhatsApp API：</p><p><strong>捕捉</strong></p><ul><li>通过点击聊天广告、网站、聊天窗口小部件和社交媒体在线生成潜在客户</li><li>使用二维码捕获线下线索</li><li><a href=https://respond.io/"https://help.respond.io/l/en/workspace-settings/workspace-settings-lifecycle/" rel=\"noopener noreferrer\" target=\"_blank\">跟踪联系人</a> 更好的后续行动并与您的 CRM 同步，作为唯一的真理来源</li></ul><p><strong>转换</strong></p><ul><li>使用多个用户：根据可用性或专门知识分配对话给最佳代理</li><li>通过聊天或 <a href=https://respond.io/"https://respond.io/integrations/whatsapp-business-calling-api/" rel=\"noopener noreferrer\" target=\"_blank\">来连接客户</a> - 所有从一个收件箱</li><li>自动化任务，如问候、领先资格、常见问答以及更多的工作流程和 AI</li></ul><p><strong>保留</strong></p><ul><li>广播促销、新闻通讯和推销报价</li><li>发送提醒和调查以便与客户保持接触并向其提供信息</li><li>通过深入了解对话和代理性能更好地支持客户</li></ul><p>[理解 <a href=https://respond.io/"https://respond.io/blog/conversation-led-growth/" rel=\"noopener noreferrer\" target=\"_blank\">对话带领增长</a>]</p>"],"blocks":[1,[[0,{"id":[0,"builder-pixel-mzicbn4vzu"],"@type":[0,"@builder.io/sdk:Element"],"tagName":[0,"img"],"properties":[0,{"src":[0,""],"aria-hidden":[0,"true"],"alt":[0,""],"role":[0,"presentation"],"width":[0,"0"],"height":[0,"0"]}],"responsiveStyles":[0,{"large":[0,{"height":[0,"0"],"width":[0,"0"],"display":[0,"inline-block"],"opacity":[0,"0"],"overflow":[0,"hidden"],"pointerEvents":[0,"none"]}]}]}]]]}],"rev":[0,"w2kw7az8r08"]}]}]}],[0,{"channel":[0,{"@type":[0,"@builder.io/core:Reference"],"id":[0,"72323075c14a42e08c60175f9d6e39d2"],"model":[0,"integrations"],"value":[0,{"query":[1,[]],"folders":[1,[]],"createdDate":[0,1731493168787],"id":[0,"72323075c14a42e08c60175f9d6e39d2"],"name":[0,"Facebook Messenger"],"modelId":[0,"6ab4e0e4619548b18a28fcb4c84bd40c"],"published":[0,"published"],"meta":[0,{"hasLinks":[0,false],"kind":[0,"data"],"breakpoints":[0,{"small":[0,767],"medium":[0,1023]}],"lastPreviewUrl":[0,""]}],"data":[0,{"slug":[0,"facebook-messenger"],"image":[0,"https://uploads-ssl.webflow.com/66cc2ce1ae967dfb1110f57d/66cc2ce1ae967dfb1110fea9_Logo-FB-Messenger.svg"],"headerColor":[0,"hsla(240, 100.00%, 96.08%, 1.00)"],"updatedOn":[0,1720098177000],"hidden":[0,false],"publisherName":[0,"Meta"],"state":[0,{"location":[0,{"path":[0,""],"query":[0,{}]}],"translation":[0,{}],"deviceSize":[0,"large"]}],"connect":[0,"https://app.respond.io/space/settings/channels"],"fetchUrls":[1,[[0,{"fetchUrl":[0,"https://cdn.builder.io/api/v3/content/integrations?apiKey=11f7a662b80a4675973850b067c01fa5&limit=4&fields=data.name,data.description,data.image,data.tags,data.categories,data.slug&includeUnpublished=false&includeRefs=true"],"key":[0,"suggestedIntegrations"]}]]],"contents":[0,"<p id=\"\">利用多个代理团队与你的受众沟通，生成潜在客户并建立持久的客户关系。 在全球最受欢迎的消息传递渠道之一上提供支持、销售和营销。</p><ul id=\"\"><li id=\"\">处理来电对话 - 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目标
解决方案
该公司还在九龙和香港岛拥有三个零售店，占其总销售额的 20%。 其线上线下融合 (OMO) 模式扩大了两个市场的商业机会，并为顾客提供了两个世界的愉快购物体验。
最初，Yoho 主要专注于通过网络聊天处理咨询，这是客户中最受欢迎的支持渠道。 因此，WhatsApp 和微信等渠道上的询问有时会被忽视。 它与 respond.io 联系，希望建立一个中央收件箱来处理两个应用程序上的聊天，从而缩短响应时间。
然而，随着业务的增长，Yoho 和 respond.io 的合作迅速加深。 在六个消息渠道上处理大量查询是一项挑战。 除了集中渠道之外，Yoho 还希望做出数据驱动的决策，以缩短响应时间并改善支持体验。
由于很少有商业消息平台支持微信集成，Yoho 向 respond.io 寻求解决其消息传递挑战的一体化解决方案。
Yoho 的支持团队将大部分时间和精力投入到 网络聊天上，在那里他们接收了大量的客户咨询。 其他支持渠道，如 微信、 WhatsApp、 Instagram、 Facebook Messenger 和电子邮件仅偶尔检查，从而延迟了回复。
Yoho 将其 WhatsApp 商业应用 帐户升级到 WhatsApp API。 它将 WhatsApp API 和微信连接到 respond.io，以便两个渠道上的对话流入单个收件箱，以便于跟踪和跟进。 随后，Yoho 连接了所有剩余的渠道，甚至将其网络聊天从其他提供商切换到 respond.io。
除了在一个平台上提供全渠道支持之外，respond.io 还能够识别任何渠道上的回头客，并提供其完整的背景信息以供参考。
缩短的响应时间可以防止客户在急切等待回复时跨渠道发送重复的询问。 代理系统地处理所有查询，不再浪费时间进行重复对话。
最初，各种性质的询问充斥着各个渠道。 为了更好地管理对话和更精确地跟踪性能，Yoho 在 respond.io 上创建了三个工作区。
每个工作区处理一个特定的对话类别：设备安装的一般查询、保修和售后支持。 每个工作区还拥有自己的渠道，包括一个专门用于售后服务的 WhatsApp 号码，用于向客户发送 模板消息 以设置安装预约。
为了缩短解决时间，Yoho 使用 respond.io 的 工作流自动化 构建器自动回复网络聊天、WhatsApp 和微信上的常见一般查询。
首先，任何渠道的客户都可以从查询菜单中选择他们喜欢的语言。 Yoho 提供英语以及繁体中文和简体中文支持，以满足不同的语言需求。
然后顾客选择一个查询类别。 常见问询可通过自助服务方式解决，包括自动常见问题解答或重定向至网站上的相关部分。 更复杂的问题是 路由到 ，而 分配给 支持代理，他们都精通这三种语言。
在任何时候，Yoho 的库存中都有超过 20,000 个 SKU（库存单位）。 当某种商品缺货时，顾客会询问是否有货或是否补货。 延迟响应通常会导致销售损失，因为客户会转向竞争对手。
现在，代理商会及时推荐替代产品并分享相关促销活动以鼓励购买。 例如，单张收据消费满 400 港币或以上的顾客可享受额外折扣或特别优惠。
当代理商告知他们这一情况时，接近该金额的顾客可能会在购物车中添加更多商品以获得优惠。
Yoho 希望从根本上缩短响应和解决时间。 然而，它缺乏对对话趋势和代理表现的广泛了解。 其数据分散在各个消息平台上，或者仅限于其原始网络聊天提供商提供的少数指标。
使用respond.io，管理者可以获得详细的洞察和对代理或团队表现的概述。 由于座席的工作量实时更新，管理人员可以根据需要分配额外的资源。
关于高峰支持时间、对话类型以及响应和解决时间的长期趋势报告使管理人员能够找出需要改进的领域并重新制定策略以提高绩效。
“电子商务约占总销售额的 80%，因此在线提供高标准的客户服务对我们来说至关重要。 Respond.io 帮助我们提高所有支持渠道的服务质量，从电子邮件和网络聊天到客户最喜欢的消息应用程序。 我们很欣赏它的用户友好型自动化以及首次以高粒度测量性能的能力。 这使我们能够采取具体措施来改善我们的成果。” — Tetsu Ho，Yoho Hong Kong 技术产品经理。
由于所有对话都整合到了 respond.io 上，客户的询问不再被忽视。 独立的工作区还允许 Yoho 更好地管理其渠道并监控各个团队的表现。
消息应用程序的响应时间通常为 24 到 48 小时。 目前所有渠道的首次响应时间平均为 5 小时 43 分钟，比之前 36 小时的平均响应时间快了约 84%。
同时，自动化常见问题解答使支持团队能够只关注紧急或复杂的支持问题。 目前，平均解决时间为 11 小时，低于之前的 16 小时。 快速高效的客户服务激发客户忠诚度并重复使用服务。 在四个月的时间里，Yoho 的会员数量增长了 9%。
Yoho 目前正在考虑向客户发送促销广播并自动恢复废弃的购物车，这是其 respond.io 之旅的下一步。
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