SocialEpoch architecture explanation: WEB admin+PC client

SocialEpoch architecture explanation: WEB admin+PC client   7 core practical functions:  

• WA accountMulti-account access, a tool for chatting, to achieve efficient social traffic drainage，An agent can manage up to 5 WA accounts at the same time；
• automaticChat backup, you are not afraid of the loss of important communication information caused by account suspension, and monitor the agent's work status in real time；
• Smart automatic reply,editable knowledge base,Works with Whatsapp BizForm a unique chatbot；
• Personalized smart quick reply, more convenient than whatsappbiz;
• Rich and comprehensive usersRemarkssystem，Paint a comprehensive user profile，Integrated with Whatsapp Biz’s tagging systemMarketing funnel to achieve sales，Real-time cloud backup of tag data;
• PC client phone number encryption function protects your customer assets;
• Initiate a stranger conversation on the PC.

Admin explains, functional modules The picture accompanying the historical article has expired PC client explanation, functional modules The picture accompanying the historical article has expired The core application scenarios of SocialEpochwhatsapp scrm system are as follows:

1. wamulti-account access, an artifact for chatting, to achieve efficient social traffic drainage，An agent can manage up to 5 WA accounts at the same time；

Examples of application scenarios:

• Community operation, the operation of a community requires at least 1 administrator, 1 community KOL, and 2-3 people who promote the group. Without our SCRM, the community operator needs to control 5 mobile phones or 5 computers by one person, which is inefficient. Now SocialEpoch's WA account multi-account access function can solve this problem, and a PC can easily control group operations. At the same time, SocialEpoch can provide value-added services for wa group establishment. Please click here for details.WhatsApp group building service
• A leading Middle Eastern e-commerce customer encountered such a scenario. They provided customer service through WA BIZ, which was not certified. What they do is to leave WA’s customer service number in the APP or on the official website. During normal work, there would be an average of 50 customers adding customer service accounts to chat; but one day, 200 people suddenly added customer service accounts to this account, which triggered WA's risk control mechanism and led to account suspension, resulting in a huge loss of customer assets. Combining the current wa official information and the experience of SocialEpoch, there are two ways to avoid account suspension.
  • First, upgrade the WA Business account to an official certified account (there is a small green hook on the right side of the account), thus opening the WA BIZ API. In this way, a large influx of friends will not cause account suspension, but there are certain disadvantages.
    • WA BIZ API is not a separate application and requires an R&D team to be developed; if you use a solution developed by a third party, there will be a relatively expensive account opening cost;
    • WA BIZ API usage is charged in both directions, which will result in relatively expensive later operating costs. For details, please refer to WA'sofficial quote(A secure network is required to access)
  • Second, use multiple WA accounts to share the new friends (SocialEpoch official website provides free WhatsApp account splitter). In the above case, it is safe to add 50 new friends every day. Then you can use 4 WA customer service accounts to evenly share the 200 friends. Will the three extra customer service numbers increase the additional workload of the customer service staff? Don’t worry, SocialEpoch has come up with a solution for you in advance.

 

• Automatic chat backup, not afraid of losing important communication information caused by account suspension, real-time monitoring of agent work status

Examples of application scenarios:

• In the above Middle East e-commerce customer case, if the customer has been using SocialEpoch's SCRM service, the text information/pictures/videos and even documents communicated between the customer service staff and the customer, as well as the added user note information, can be automatically backed up to SocialEpoch's cloud in real time, so that user information can be continuously saved and reviewed.
• Advanced SocialEpoch users have already used the system notes function (will be explained in detail in point 5). The system is also synchronized in real time during real-time automatic backup, so managers can log in to the ADMIN backend at any time whether they are on a business trip or vacation, and understand the progress of sales/customer service work by checking chat records and added notes.
• All automatically backed up documents can be exported to excel documents for operators or managers to conduct in-depth data analysis and control the overall situation; at the same time, third-party ERP and CRM databases can be easily imported to achieve seamless connection between different systems.

 

• Editable knowledge base to form a unique chatbot

Scene description: WA BIZ has an automatic reply function, and there are two scenarios that can trigger automatic replies:

• greeting message
• Leave message

SocialEpoch's automatic reply has preset logic, which can meet the vast majority of application scenarios, but unfortunately we still give priority to the official, so in the scenarios where the official has preset functions, we follow the system's native priority logic, so Mr. Shui Jing here recommends organizing your company's own chatbot in this way:

• Greeting message/away message, set directly on WA BIZ via mobile phone
• Other autoresponder settings are left to SocialEpoch
• It is recommended that the delay setting for automatic replies be greater than 10 seconds

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• Personalized smart quick reply, more convenient than whatsappbiz

Scene description: WA BIZ also has a quick reply function. What’s so special about SocialEpoch’s quick reply function? Mr. Shui Jing will analyze it in detail here. First of all, quick reply is an embedded function of WA BIZ. It can be found in the business settings module of the mobile APP. Merchants can set the content, content tags and keywords of quick reply according to their own business scenarios. Its logic is:

• All quick replies are arranged in the order they were created;
• The most frequently used terms will gradually be ranked first, similar to the word selection logic of the dubbing input method;
• Only four replies can be displayed on the home page, and the rest need to be found through the drop-down menu.

So here’s the problem. If our company’s business scenario is relatively complex, or if the marketing staff has done a particularly good job in standardization and summarized dozens of quick replies, or hundreds of quick replies, the automatic quick reply function of the flat system will be a bit inadequate! SocialEpoch's automatic reply adopts a humanized grouping function. Operators can customize their own automatic reply categories and terms on the PC client based on their own habits and systematic understanding of customer communication scenarios. Operators can use the search bar at the top and the vocabulary category tags to quickly find the preset vocabulary suitable for the scene, implement high-speed customer communication, and send it with one click through the "send" button. They can also "copy" and copy the selected content to the text sending box and send it with slight modifications.

• Rich and comprehensive usersRemarkssystem，Paint a comprehensive user profile，Integrated with WA BIZ’s labeling systemMarketing funnel to achieve sales，At the same time, docking with third-party databases can be achieved;

SocialEpoch provides 8 different data formats. PC users can create an unlimited number of remark information according to their own business needs or database formats to form a complete user portrait. This user portrait mainly has the following uses:

• The simplest and most direct function is that the PC operator can save the customer data collected during communication with customers directly to the PC in categories at any time, and organize the complicated customer data in an orderly manner. There is no need to maintain user information in different systems. Whether it is viewing or subsequent service follow-up, all information is clear at a glance, convenient and efficient;
• Combined with the automatic backup function mentioned in point 2, enterprise users can also realize the following business functions:
  • User remark portraits maintained on the PC client can also be backed up to the cloud in real time, and administrators can see real-time updates of customer portraits;
  • Through the cloud data export function, user portraits are exported into excel documents, and administrators can conduct batch statistics and analysis of relevant customer data;
  • Partners who already have ERP/CRM and other databases can import user portrait information into their own databases to further manage user data;
  • In the subsequent version planning, we will provide API services. The customer data of the customer's existing ERP/CRM database will be able to be connected with the SocialEpoch database. Chat records and user portraits can be synchronized in both directions to further improve the efficiency of communication with customers.
• Clear user portraits combined with WA BIZ's multi-select user tags can easily realize the function of Sales Funnel (marketing funnel), implement hierarchical management of customers, and maximize customer value. The specific operation steps are as follows:
  • Open the PC client, first select the "Malay No. 25" customer, complete the user information in the remarks area, and add the system label of WA BIZ. Because this customer has already been issued a test account, the system labels added to this customer are the "New Customer" and "Issued Test Account" labels.

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• At this stage, the communication work with the customer has been completed. When we want to find this communication again and continue the communication process, we can quickly find the customer through the tag management function of WA BIZ and continue the topic of the last communication. Users can flexibly define tags and label users with different tags according to their own business needs and characteristics, so that the target customers can be found as quickly as possible, thus realizing the sales funnel function

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Finally, I would like to add a practical little function used by the SocialEpoch SCRM system. The function of directly initiating a chat with strangers from the PC agent. This is our original creation, so that the PC agent can completely separate from the mobile phone and conduct complete business operations on the PC. The operation process of the PC agent side is as follows. The picture accompanying the historical article has expired