LINE 公式アカウントへのメッセージをSalesIQ から確認・返信できるようになりました

LINE 公式アカウントへのメッセージをSalesIQ から確認・返信できるようになりました


 本投稿は、本社のZoho SalesIQ コミュニティに投稿された以下の記事を翻訳したものです。
Now connect and engage with your LINE chat users right from SalesIQ! 

SalesIQ のIMチャンネルファミリーに、新しい仲間が加わりました。LINE とSalesIQ の連携を紹介します。このチャンネルを利用すれば、SalesIQ の管理画面から、LINE ユーザーと便利につながり、交流することができます。

LINE は世界で最も人気のあるインスタントメッセージングプラットフォームの1つであるため、この連携によって新たな可能性が広がり、さまざまな地域の顧客が好みのメッセージングアプリで即座に貴社のビジネスにアクセスできるようになります。

 


 

 

 

どのように機能するのでしょう？

SalesIQ のチャンネルにLINE を設定すると、LINE 公式アカウントで受信したすべてのチャットを、SalesIQ の管理画面に直接取り込むことができます。これにより、SalesIQ から簡単にメッセージを送受信することができます。

ビジネスでの利用例

ソーシャルメディアにビジネスプロフィールをアップしている場合、LINE や他のソーシャルメディアアプリからのチャットを担当する特定の担当者がいる可能性があります。

インスタントメッセージングアプリからすべてのチャットに対応し、合理的なカスタマーサポートを提供することは、控えめに言っても面倒なことです。それはなぜでしょうか？

  • 顧客に最高のサービスを提供するために設計された追加サポート機能はありません。
  • また、このような場合、かなりの確率でチャットが見逃されるおそれがあります。

 

インスタントメッセージングプラットフォームは個人的な使用には適していますが、ビジネス目的、特にカスタマーサポートに活用するには限界があります。顧客のニーズに真に応え、卓越したエンゲージメントとサポートを提供するには、これらのタスクのために特別に設計された堅牢なプラットフォームが不可欠です。

SalesIQ のような強力なツールにLINE のチャットを組み込むことで、既存のオペレーターが使い慣れた、卓越したカスタマーアシスタンスを提供するために必要なすべてのツールを装備することができます。このシームレスな組み合わせは、通常のサポートにとどまらず、カスタマーサービスをまったく新しいレベルに引き上げます。

 

 

 

 

SalesIQ のLINE チャネルを活用したカスタマージャーニー

ジャックはあなたのビジネスにコンタクトしようとしており、あなたのビジネスのLINE 公式アカウントにメッセージを送信しています。SalesIQ のオペレーターであるあなたには、SalesIQ のダッシュボード上ですぐにチャットの招待が届きます。


 

 

 

  • あなたはジャックにお気に入りの定型文を使ってあいさつし、会話した後、ジャックが返金に関して問題を抱えていることを知りました。
  • あなたはすぐに、自社の返金ポリシーに関するFAQ をジャックに伝えました。
  • さらに、別のウィンドウに移動することなく、SalesIQ オペレータチャットウィンドウから Zoho Desk ウィジェットを利用し、ヘルプデスクソフトウェア上に即座にチケットを作成することができます。
  • また、関連するタグを会話に追加することで、将来簡単にフィルタリングできるように効果的に分類できます。

 


 

おまけ：

  • LINE からあなたのビジネスに新しい訪問者が近づいた場合、彼らの名前は自動的にオペレータのチャットウィンドウに入力され、簡単にあなたの会話をパーソナライズすることができます。
  • 相手の連絡先情報を取得し、Zoho CRM ウィジェットを使用して CRM 上ですぐにリードを作成し、SalesIQ のオペレータチャットウィンドウから CRM に相手の詳細をプッシュすることができます。

 

このような顧客が、LINE から数日後に再びコンタクトしてきた場合、

  • CRM に格納された顧客の詳細情報は、Zoho CRM ウィジェットで利用できるようになります。
  • デスクチケットはZoho Desk ウィジェットで利用できるようになります。
  • 過去の会話は「最近のチャット」に保存されます。

 

 

ここに可能性を感じませんか？

  • LINE アカウントとSalesIQ を連携させることで、SalesIQ のダッシュボードにLINE のトークが表示されます。
  • SalesIQ のダッシュボードには重要な訪問者/顧客情報がすべて保存され、後で参照することができます。
  • SalesIQ  のオペレータチャットウィンドウの強力な機能を利用し、生産性と効率を最大化することができます。

 


 

追加されたメリット:

リーチの拡大：LINE との連携により、膨大なユーザーベースを活用し、LINE を好みのメッセージングプラットフォームとして使用する顧客とつながることができます。この連携により、より多くのユーザーにリーチし、リアルタイムでエンゲージすることができます。

SalesIQ の機能の使用：ウィジェット、返信定型文、FAQ、OpenAI 連携などの機能をオペレーターが活用することで、健全なサポートとエンゲージメントを実現し、より有意義で文脈に即した会話が可能になります。

効率的なサポート：特定のオペレーターや専門部署をLINE チャネルのチャット管理のみに割り当てる柔軟性があり、お客さま独自のニーズに応じて効率性を最適化できます。

簡単なセットアップ：LINE との連携設定はとても簡単で、いくつかのステップを踏むだけでSalesIQ 内でLINE 公式アカウントへのメッセージを受信できるようになります。

注：Zobotは他のIMプラットフォームと同様、LINE チャンネルに近日登場する予定です。お客さまのカスタマーエクスペリエンスを向上させるシームレスな連携にご期待ください。待ち時間はそう長くありませんし、その価値は十分にあります！

 

LINE チャンネル設定手順

SalesIQ のLINE チャンネルでは、簡単なステップでLINE 公式アカウントとSalesIQ を連携させ、シームレスにコンタクトとつながることができます。LINE 公式アカウントの管理画面からチャンネルID とチャンネルシークレットを取得し、SalesIQ のLINE チャンネルページに貼り付けるだけです。

連携の手順については、以下のビデオをご覧ください。




詳しい手順についてはヘルプガイドをご参照ください。

SalesIQ は、Whatsapp、Facebookメッセンジャー、Instagram、Telegram など他のIMプラットフォームとの連携も行っており、幅広く利用されています。

 

 

 

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