Not long ago, I recruited a fresh graduate of Nanjing University boya to come to the company for internship, she was arranged to the customer service position, the work content is to maintain the QQ group, answer product inquiries, and interact with users. High-quality students from famous universities go to the company for internships, only to do some trivial work that seems to have no technical content, I believe many people will feel that this is too much to use, too wronged. However, what is more "fatal" than this is that the user's consultation is scattered and trivial, when you go to work, he is also at work, he does not have time to ask questions on QQ; And after you leave work, in the evening, on the weekend, the user is free, and he runs to the QQ group to ask this and that. This leads to the equivalent of replying to QQ this work is equivalent to 7 * 24 hours, which will deprive boya of a lot of private time. But boya did not complain, and did it steadily, first to ensure that every message of the user can be replied to in a very timely and accurate manner, and then played a lot of new tricks that I did not expect, so that I had to click 32 likes. 1. Organize the standard response document for QA After 2 weeks of joining the company, Boya sorted out all the customer service problems and corresponding reply points that could be encountered in the QQ group, which was about 20 pages of a document, with pictures and texts. This is a summary Latest Mailing Database result that he completed on his own initiative without any request and supervision from anyone. She said: With this document, when the user comes to consult, just copy and paste can quickly solve the problem. No matter who is going to do this QQ customer service work, it can be quickly started to ensure that the reply is timely and accurate. 2. Output the product optimization list and give feedback to the user According to the feedback of users in the QQ group, Boya will send me a product function optimization list document every week. She asked me, since the needs of users are mainly reflected in these aspects, can we abstract it and make it a new function online? Oh? Isn't that what a product manager should do? She will list the core needs according to the frequency of user feedback, and work with me to prioritize and prioritize, and find development communication feasibility. After that, she will do closed-loop feedback with the users who put forward the requirements, and if the function can be launched, she will thank the other party for valuable suggestions. If she can't go online for various reasons, she patiently explains to the other party that she fully respects every user. 3. Set keyword replies through technical means With the increasing number of users, the amount of consultation in the QQ group is also getting larger and larger, and it is a bit overwhelming to rely on one person alone. Boya began to wonder, in the case of limited manpower, is there any way to solve this problem? Boya saw that Taobao Want Want can set up keyword automatic replies, as long as the user enters the keywords that the store has set in the dialog box, they can automatically receive the message. Can this method also be used in the QQ group? All questions are set according to keywords, and when users enter a specific keyword, they can directly see the answer results. Boya searched around the Internet and found a software that could do auto-replies in the QQ group. She tested it many times and found that the software was not very smart and could sometimes return incorrect results and mislead users. So she decisively gave up the gadget to find a new solution. 4. Mobilize enthusiastic users, everyone to help everyone Boya found that there are some very active users in the user base, who sometimes take the initiative to answer questions from other users. Can you mobilize this part of the user to maximize their value? Boya communicates with them one-on-one, understands everyone's schedule, what they say about our products, their attitude towards our team, why they stay active, and more. In the end, Boya spent 3 days to complete a "enthusiastic user recruitment plan".