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data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 btaUcD Gridstyle__Row-sc-1uhmtis-1 sc-ecc9c292-3 bEEqbX jiJRCp" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 bbWTuI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 erblZw">實現最佳客戶對話的即時交談軟體</h1><h5 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI">透過網路、行動裝置和社群媒體的即時交談與即時訊息功能，立即與您的客戶聯絡</h5><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a href="/register/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">免費試用</a><a href="/demo/" data-interaction-type="button-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 endJfX" data-garden-id="buttons.anchor" data-garden-version="8.76.2">前往示範</a></div></div><div class="StyledCol-sc-inuw62-0 cZPYkB Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" fetchpriority="high" src="https://web-assets.zendesk.com/images/p-capabilities/messaging/hero-2x.jpg" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></div></section></div></div></div></div></section></div><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">最佳即時交談軟體指南 </h2><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD">上次更新日期: 2024年04月22日</p><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">企業應能伴隨客戶左右，更應及時為客戶排憂解難。過去一年來，客戶紛紛湧向即時訊息和即時交談 App 尋求服務。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">近三分之一的客戶於 2020 年首次傳送訊息與企業連絡—其中 74% 的客戶表示他們計劃繼續如此。而且多種不同的管道皆呈現這樣的成長趨勢。從 2020 年到 2021 年，支援工單數量爆增：</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">WhatsApp 增加 101%</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Facebook Messenger 和 Twitter 私人訊息增加 58% </p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">SMS/簡訊增加 34%</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">(資料來源：<a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.tw/customer-experience-trends/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">2021 年 Zendesk 客戶體驗趨勢<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>)</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">客戶希望支援團隊能在必要時，提供便利、快速且個人化的服務。即時交談軟體和即時訊息可滿足上述所有條件。然而這並不僅只有益於客戶。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">即時訊息的非同步特性減輕了客服人員的壓力，因為客戶可於等待客服人員回應的同時，處理其他事務 (例如：遛狗或購物)。讓服務團隊能擴大服務規模並維持優越服務品質，而無需大幅增員。</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">為何該為您的網站加入即時交談功能？</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">為您的網站新增即時交談功能，配合客戶需要，客戶可使用感到最自在的管道進行對話溝通。客戶感到愈自在，購買意願愈高，並維持忠誠度。不過，新增即時交談功能，可遠不只是為了討好客戶。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">若您的即時交談軟體部署於靈活、快速部署且集中的工作區，則即時交談網站工具將具備下列優勢：</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><b>擴大服務規模：</b>實現一對多的互動，讓客戶人員能同時服務多位客戶。 </li><li><b>快速：</b>自動化工作流程和自助服務選項可為客戶解決簡單問題 (即檢查狀態或餘額，追蹤或更改訂單等)</li><li><b>個人化：</b>客戶與支援客服人員的交談，更像是與家人和朋友的交流。</li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">更重要的是，為您的網站新增即時交談功能，操作快速又簡單。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">儘管如此，若想充分發揮即時交談軟體的優點，就不能僅是安裝後就置之不理了。還需要與客服人員、流程和客服人員的既有工具一起配合使用，以發揮其最大效益。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">因此，在我們開始討論如何選擇適合的即時交談軟體之前，我們將回顧關於即時交談原理、相關優點及其主要功能的基本知識。隨後，我們將探討當前市場上的前 13 大即時交談軟體工具，以及如何為您的企業選擇最適合的工具。</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><a href="#definition" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">即時交談軟體是什麼？</a></li><li><a href="#features" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">即時網站交談軟體的共同特色為何？</a></li><li><a href="#benefits" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">使用即時交談 App 有何益處？</a></li><li><a href="#tools" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">13 年前 2021 大即時交談軟體和 App</a></li><li><a href="#summary" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">前 13 大即時交談軟體與行動裝置 App 整合摘要</a></li><li><a href="#how-to-choose" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">如何為您的企業選擇最適合的即時交談網站軟體</a></li><li><a href="#faqs" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">常見問題</a></li><li><a href="#trial" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">免費試用 Zendesk 即時網站交談和即時訊息功能</a></li></ul><span id="definition"></span></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">即時交談軟體是什麼？</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">即時交談軟體為即時訊息平台採用的應用技術，組織的客服人員使用該平台，與潛在客戶和既有客戶進行交流。這些平台讓客服人員得以透過品牌網站、各種社群媒體管道 (例如：Facebook Messenger)、文字訊息或企業的行動裝置 App，進行即時且非同步的對話。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">一般而言，即時交談軟體時常透過 API 和原生或第三方整合介面，與聊天機器人、自動執行程式平台、CRM、分析、即時訊息 App、知識庫、服務台軟體等整合。這些整合讓即時交談 App 能夠：</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">透過部署聊天機器人來處理重複的客戶請求，進而為客服人員節省時間並降低營運成本，讓線上客服人員能夠處理較複雜的服務請求。</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">藉由自 CRM 和分析軟體擷取相關資料來觸發工作流程並供聊天機器人和線上客服人員使用，企業得以提供更快速、更個人化的服務。</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">在客戶感到最自在的即時訊息管道 (例如：WhatsApp、Instagram Direct 等) 進行對話，讓企業與客戶建立信任關係。</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">簡而言之，即時交談軟體提供豐富的對話式體驗，與您的網路、行動裝置和社群 App 相連結。自動化簡單便利，且可快速擴充以滿足每位客戶的需求。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="features"></span> </p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">即時交談軟體的共同特色為何？</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">多數現代化即時交談 App 通常會提供一些高階功能。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">請記住，與其他解決方案相比，某些解決方案的功能可能更先進。但您仍需要瞭解即時交談的基本、常見功能。此為需要尋找和評估的六項功能。</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">交談 Bot</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">即時交談網站軟體有個不為人知的小秘密，那就是它並非總是「即時」的。聊天機器人是一種電腦程式，無需線上客服人員即可與您網站上的客戶交談。聊天機器人是即時交談網站 App 的常態輔助功能，因為他們可自行處理簡單和重複的請求，並將較複雜的請求交予線上客服人員，因此有助團隊擴大服務規模並提升服務客戶的效率。</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">主動式交談 (或智慧觸發程式)</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">主動式交談能讓您的客服人員或銷售人員即時與網站訪客進行交談。您還能設定主動開始與客戶交談的觸發程式，這有助在整個結帳過程中刺激和促成銷售。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">智慧觸發程式是預定的規則，用來決定特定情況發生時的對應操作。例如：您可設定一個智慧觸發程式，在網站訪客於特定頁面停留一定時間後，您的網站將彈出即時交談視窗及一則預錄訊息。</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">罐裝回應</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">預錄回應是設計用於預定情況的事先編寫文字段落。由於支援客服人員時常面臨相似的情況，他們可建立預錄回應，自動執行以下操作：</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">以其名字問候回訪客戶</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">提供折扣</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">將交談轉接予另一位客服人員</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">回答常見問題</p></li></ul><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">佇列管理</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">當您所有的客服人員皆在忙線中，佇列管理讓您能選擇與等候中客戶溝通的方式並安排服務優先順序。佇列管理功能通常包括：</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">人工或自動轉接交談</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">使用聊天機器人與等候中客戶傳訊 </p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">設定佇列限制以控制每位客服人員的等候人數</p></li></ul><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">績效量化分析和關鍵績效指標</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">即時交談能累積產出豐富的資料和商業智慧寶庫。然而，只有在您能夠從客戶與公司的互動中擷取深入解析時，方才具有意義。要尋找的最重要量化分析和關鍵績效指標包括：</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">首次回應時間 (FRT)</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">平均解決時間 (ART)</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">交談轉換率</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">首次客服解決率 (FCR)</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer satisfaction score (CSAT)</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Average wait time</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">未接的交談數量</p></li></ul><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">進階功能</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">如先前所述，以上為多數即時交談軟體皆具備的功能。但下列為更高階工具方才具備的功能：</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><b>聊天機器人建置器：</b>提供低程式碼或無程式碼工具，讓管理員能自訂對話工作流程，與客戶進行自動化網路和行動裝置訊息互動，讓客戶在與客服人員連線以前，有機會進行諸如自助服務等操作，以解決其支援問題。</li><li><b>豐富的訊息類型：</b>讓客服人員和機器人能夠傳送表情符號、GIF、表單和輪播，以促進自助服務、收集客戶資訊、更清晰地溝通並展現您的品牌個性。 </li><li><b>快速回覆：</b>利用機器學習，以相關資訊為新收到的問題提供立即答覆，讓客戶無需等待即可取得答案。可透過電子郵件、工單表單、即時交談、即時訊息、Slack、API 和/或 SDK 傳送答案。</li><li><b>背景資訊自助服務：</b>內嵌即時交談的客服中心，透過即時交談網站外掛程式或 Widget 和移動 SDK 推薦相關文章。</li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="benefits"></span> </p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">使用即時交談 App 有何益處？</h2><div class="sc-ecc9c292-0 iUiEoJ"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">大規模提供更多背景資訊相關的服務</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">與聊天機器人和 CRM 成功整合後，即時交談軟體的獨到之處就是能讓您與大量潛在客戶和既有客戶互動，並掌握相關背景資訊。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">例如：假設一位客戶已在您的網站上將購物車裝滿，且幾乎快完成購買流程。完成訂單前，客戶停留在結帳頁面。使用搭載觸發程式的聊天機器人，於一定時間後，發送訊息詢問客戶是否需要任何幫助，以促使客戶完成訂單。這讓您得以與表現出明確購買意願的客戶互動。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">此外，由於您可設定聊天機器人轉接至即時交談，因此只有請求協助的客戶才會轉移給線上客服人員處理，因此您可於提供背景資訊相關服務的同時，精簡人員配置成本。</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">以潛在客戶和既有客戶偏好的方式提供支援</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">即時交談網站技術改善了客服人員的作業方式，讓他們得以使用客戶偏好的方式提供支援。藉由適合的即時交談解決方案，企業能為客戶提供下列選項：</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">利用聊天機器人提供的相關知識庫內容，幫助客戶自行找到答案 (自助服務)</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">請求轉接線上客服人員</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">發送訊息給客戶服務中心</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">接續先前的對話</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">此外，歸功於常駐的聊天機器人和自助服務選項，企業能提供 24 小時全年無休的客戶支援。綜合上述所有功能的成果為何？更高的 CSAT 評分以及能擴充服務範圍，支援團隊能以前所未有的卓越效率，服務更多客戶。</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">提高客戶和客服人員的價值</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://go.forrester.com/blogs/retailers-without-chat-a-missed-opportunity/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">根據 Forrester 報告<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>，與企業交談的客戶，其轉換率為未交談客戶的三倍。與企業交談的客戶購買量，相較於其他客戶，平均多出 10-15%。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">這些統計資料直接反映出即時交談如何提高客戶的終身價值。然而，即時交談不僅只提高客戶價值—也能提升您的客服人員價值。當即時交談運作完善時：</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">聊天機器人和自助服務選項能篩選出簡單問題</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">自動執行程式處理重複性後勤工作 (即標記和傳送工單)</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">交談分析功能可以提供相關深入解析</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">藉由篩選出簡單問題，線上客服人員可專注提供個人化服務，進而導向品牌忠誠度，帶來更大額的採購量和銷售量。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="tools"></span> </p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">13 年前 2021 大即時交談軟體和 App</h2><div class="sc-ecc9c292-0 iUiEoJ"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div style="margin:unset" class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 dFXoyF bullet-default"><li><span>Zendesk 即時訊息</span><br/></li><li><span>Ada for Chat</span><br/></li><li><span>Certainly</span><br/></li><li><span>Digital Genius</span><br/></li><li><span>Ultimate.Ai</span><br/></li><li><span>Cognigy</span><br/></li><li><span>Zowie for Chat</span><br/></li></ol></div><div style="margin:unset" class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 dFXoyF bullet-default" start="8"><li><span>Facebook Messenger</span><br/></li><li><span>WhatsApp</span><br/></li><li><span>LINE</span><br/></li><li><span>Instagram Direct</span><br/></li><li><span>Telegram</span><br/></li><li><span>Sprout Social</span><br/></li></ol></div></div></div><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">1. Zendesk 即時訊息</h3><img alt="Zendesk 即時交談" loading="lazy" src="//d1eipm3vz40hy0.cloudfront.net/images/p-chat/mobile-messaging@2x.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk 即時訊息原名為 Zendesk Chat，可讓您的團隊透過即時交談與客戶互動，並可隨時提供完整的對話歷史紀錄。透過 Zendesk Suite 存取即時訊息功能，協助您在網路、行動裝置或社群 App 建立並提供內容豐富的對話。自動化簡單便利，且可快速擴充以滿足每位客戶的需求。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk 即時訊息涵蓋與最受歡迎的社群即時訊息管道、網站和 App 內建即時交談的內建整合，還有供您建置聊天機器人、自動執行程式和個案管理工作流程的多種強大工具—一切皆建立於一個整合開放式靈活平台上，您可隨心所欲地自訂功能。</p><img alt="Zendesk 即時交談軟體代理與一般使用者視圖" loading="lazy" src="//d1eipm3vz40hy0.cloudfront.net/images/live-chat-software-agent-enduser-view.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">在 Zendesk，對話可持續並跨上述所有 (和更多) 管道進行，客戶再也不必重述相同資訊，且客服人員隨時可取得所需的背景資訊內容，提供更快速且個人化的服務。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk 亦能為您的業務帶來堅實助益。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">工作流程建立幫手是一項拖放式工具，用來設計處理客戶特定需求的自訂對話工作流程。 Answer Bot 是 Zendesk 開發的人工智慧聊天機器人，可提供客服中心文章的連結，協助客戶自助服務或將對話轉接予客服人員，同時隨附客戶已分享的所有背景資訊。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">這些內建的自動執行程式工具，能協助您提供豐富、互動性佳且個人化的對話，而且無需仰賴任何程式碼編寫技能。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk 可供自訂的即時訊息平台 Sunshine Conversations，可讓您將所有企業系統連接至對話，包括付款處理工具、第三方機器人和人工智慧。此外，您還能善加運用各項進階功能，例如：傳送通知來主動進行客戶交流，以及使用群組即時訊息來連結適當的人員，例如：Marketplace 的買家和賣家，或是外送 App 中的餐廳、客戶和外送人員等。但是，Zendesk Messenger 並未內建這些進階功能；您將需要額外付費購買 Sunshine Conversations，方能使用這些功能。</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Zendesk 的功能包括 (但不限於)：</h4><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">內建、自訂以及第三方聊天機器人整合</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">交談轉接和交談佇列管理</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">罐裝回應</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Branding customization</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">與知識庫、CRM 和其他商務系統的原生整合</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">績效量化分析 (CSAT、FRT、工單量等)</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">預建分析儀表板</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Knowledge base management</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">預先建立的 app 和整合</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">API access</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">使用者驗證和安全存取選項</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.tw/service/messaging/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">瞭解更多 Zendesk 即時訊息相關資訊<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. <a target="_blank" rel="noopener noreferrer" href="https://www.ada.cx/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Ada for Chat<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3><img alt="Ada for Chat" loading="lazy" src="//web-assets.zendesk.com/images/AMER/ada-chatbot-software.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://www.ada.cx" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ada 的人工智慧聊天機器人是採用人工智慧和自然語言處理技術的自動化聊天機器人，更是 Zendesk 的首要聊天機器人合作夥伴。其直覺式聊天機器人建置器，能輕鬆建立和管理自動化工作流程，包括交接給線上客服人員。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ada 未公開其定價資訊，但您可向該公司索取試用版，以瞭解更多詳情。他們可以依您的業務需求提供客製化報價。</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">功能</h4><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">交談路由</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">交談 Bot</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">罐裝回應</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Automation</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">報告和分析</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Branding customization</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.tw/apps/chat/ada-for-chat/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">瞭解更多 Zendesk for Ada 的相關資訊<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. <a target="_blank" rel="noopener noreferrer" href="https://certainly.io/integrations-channels" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Certainly<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3><img alt="Certainly" loading="lazy" src="https://certainly.io/images/illustrations/platform-conversational.svg"/><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://certainly.io/images/illustrations/platform-conversational.svg" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">前身為 BotXO.ai， Certainly 是用於電子商務和客戶服務的人工智慧對話助理。與您的即時交談軟體整合，提供涵蓋交談、電子郵件、電話和即時訊息各種管道的協助。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Certainly 可將網站訪客導向內容相關的產品、為客戶提供動態支援、在銷售點協助買家、處理退貨，還能操作更多功能。在必要時，Certainly 會將支援對話轉接給客服人員，讓他們在不離開其交談軟體的情況下，處理較複雜的問題。</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">功能</h4><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">支援超過 14 種語言</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">多個 API 和 Webhook</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">與 Zendesk Chat、Support、Sunshine 等整合</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">工單管理</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.tw/apps/chat/certainly-conversational-ai-for-chat/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">瞭解更多 Zendesk for Certainly 的相關資訊<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">4. <a target="_blank" rel="noopener noreferrer" href="https://www.digitalgenius.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Digital Genius<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3><img alt="Digital Genius 即時交談" loading="lazy" src="https://images.g2crowd.com/uploads/attachment/file/89624/Screenshot-2020-06-12-at-10.32.11.png?__hstc=171774463.5a68525143a7f828f111f1301927de86.1621646281605.1625522352773.1625872801023.21&__hssc=171774463.1.1625872801023&__hsfp=313657943"/><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://images.g2crowd.com/uploads/attachment/file/89624/Screenshot-2020-06-12-at-10.32.11.png?__hstc=171774463.5a68525143a7f828f111f1301927de86.1621646281605.1625522352773.1625872801023.21&__hssc=171774463.1.1625872801023&__hsfp=313657943" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">DigitalGenius 是客戶服務自動執行程式平台，目標是自動化您的客戶支援後勤工作。該平台使用人工智慧來理解對話，因此可自動執行重複性的流程，而您的客服人員則可專注滿足客戶的需求。除此之外，DigitalGenius 會自動填寫標籤、建議巨集並自動回答常見問題。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">甚至能解決重複的客戶問題，包括訂單狀態查詢、取消、退款請求等諸多事項。此外，更支援超過 15 種語言。您可將 Digital Genius 與 Zendesk 一系列內附 Zendesk 免費 Digital Genius App 的交談工具套件整合。</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">功能</h4><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">支援超過 15 種語言</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">人工智慧驅動的自動執行程式</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">與 Zendesk Chat、Support、Sunshine 等整合</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">強化的報告與分析功能</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.tw/apps/support/digitalgenius/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">瞭解更多 Zendesk for Digital Genius 的相關資訊<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">5. <a target="_blank" rel="noopener noreferrer" href="https://www.ultimate.ai/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Ultimate.Ai<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3><img alt="Ultimate.Ai 即時交談軟體" loading="lazy" src="https://cdn.ultimate.ai/hero-images/homepage/_heroVisualDesktop/Home-v7-220-header.png?mtime=20200818091250&focal=none&tmtime=20210603163019"/><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://cdn.ultimate.ai/hero-images/homepage/_heroVisualDesktop/Home-v7-220-header.png?mtime=20200818091250&focal=none&tmtime=20210603163019" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">企業很容易 (也很常見) 最終受限於某種可快速部署卻不夠靈活，無法依需求自訂的聊天機器人解決方案。 Ultimate.AI 提供無程式碼自動執行平台，能自動化處理您絕大部分的支援請求，完美解決這個問題。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">事實上，藉由 Ultimate.AI 與 Zendesk 的一鍵式整合，使用者可將高達 70% 的 Zendesk Chat、即時訊息和支援請求整合。此外，因為支援多種語言和每個管道，企業可在所有市場部署 Ultimate.AI。</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">功能</h4><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">為客服人員建議回應</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">可操作的服務分析</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">支援所有語言</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">公共 API</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">交談路由</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">與 Zendesk Chat、Support、Sunshine 等整合</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">強化的報告與分析功能</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.tw/apps/chat/ultimateai/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><br/>瞭解更多 Zendesk for Ultimate.Ai 的相關資訊<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">6. <a target="_blank" rel="noopener noreferrer" href="https://www.cognigy.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Cognigy<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3><img alt="Cognigy 即時交談軟體" loading="lazy" src="https://www.cognigy.com/hubfs/Group%201104-1%20(1)%20(2)%20(1).png"/><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://www.cognigy.com/hubfs/Group%201104-1%20(1)%20(2)%20(1).png" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Cognigy.AI 是企業級<br/>對話式人工智慧平台，專為所有產業和垂直領域的客服人員所設計，能協助您打造進階交談和語音通話機器人，提升您的客戶服務體驗。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">然而，儘管 Cognigy.AI 功能強大而精密，卻採用低程式碼視覺化介面，讓您能輕鬆建立機器人、協助您在擴充服務經營規模的同時，維持優異的服務品質。 Cognigy.AI 能支援任何管道的對話，包括網路、電話、簡訊和行動裝置 App，並具備即用型 Zendesk Sunshine Conversations 連線幫手。</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">功能</h4><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">後端系統整合 (例如： CRM、ERP、RPA 等)</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">支援超過 20 種語言</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">低程式碼圖像式對話編輯器</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">關鍵績效指標儀表板</p></li></ul><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">7. <a target="_blank" rel="noopener noreferrer" href="https://getzowie.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zowie for Chat<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><video autoplay="" muted="" loop="" class="image"><source src="https://getzowie.com/wp-content/themes/zowie/assets/images/new-homepage/zowie_is_customer_service_automation_brain.mp4" type="video/mp4"/></video></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zowie 是另一個採用人工智慧技術的聊天機器人，可協助您將絕大部分的客戶服務量自動化。它會分析交談資料歷史紀錄，然後 Zowie 的專家會使用這些資料與您商議，設計出理想的自動化策略。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zowie 與 56 種語言相容，並支援您的網站交談、行動裝置交談、社群媒體和 Messenger App 上的聊天機器人。 Zowie 未公開定價資訊，因此您需要透過他們的網站洽詢最新定價。</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">功能</h4><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">交談路由</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">交談 Bot</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">罐裝回應</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Automation</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">報告和分析</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Branding customization</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.tw/apps/chat/zowie-for-chat/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">瞭解更多 Zendesk for Zowie 的相關資訊<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">8. <a target="_blank" rel="noopener noreferrer" href="https://www.facebook.com/messenger/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Facebook Messenger<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3><img alt="Facebook Messenger" loading="lazy" src="https://static.xx.fbcdn.net/rsrc.php/v3/y2/r/yvbOx5two0W.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://static.xx.fbcdn.net/rsrc.php/v3/y2/r/yvbOx5two0W.png" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Facebook Messenger 與 WhatsApp 共同主導著全球即時訊息 App 的市場版圖。在 2020 年，它曾經是 (現在仍是) 57 個國家/地區 (包括美國) 首屈一指的即時訊息 App。因為內嵌於 Facebook 中，當潛在客戶回應廣告時，Messenger 是電子商務和零售品牌可用於回應購買前問題的強大工具。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">使用像 Sunshine Conversations 這樣的工具，零售商可輕鬆在廣受歡迎的 Messenger 提供支援。而且客服人員可使用 GIF、圖像、表情符號、影片等方式，(在適當的時機) 發揮巧思提升互動性。</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">功能</h4><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Native integrations</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Booking</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Payments</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Image/audio/video file support</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">API</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.tw/service/messaging/whatsapp-facebook/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">瞭解更多 Zendesk 搭配使用 Facebook Messenger 的相關資訊<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">9. <a target="_blank" rel="noopener noreferrer" href="https://www.whatsapp.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">WhatsApp<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3><img alt="WhatsApp Messenger" loading="lazy" src="https://web-assets.zendesk.com/images/p-facebook-messaging/scr-facebook-page-wa-2x.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">如果您的客戶居住於或來自東南亞、歐洲、拉丁美洲或中東地區，WhatsApp 是一個很好的選擇，因為它是這些地區最受歡迎的即時訊息 App。事實上，WhatsApp 目前是包括印度、香港和新加坡在內的 112 個國家/地區的即時訊息 App 市場領導者。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">透過 Sunshine Conversations 連結 WhatsApp 與 Zendesk，您可以藉由串連自動執行工具並發送主動式訊息，協助您的客戶掌握資訊，並減輕客服人員負擔。</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">功能</h4><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">小組交談 </p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">預訂和付款</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">語音和視訊通話</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">文件共享</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">API</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.tw/service/messaging/whatsapp-facebook/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">瞭解更多 Zendesk 搭配使用 WhatsApp 的相關資訊<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">10. <a target="_blank" rel="noopener noreferrer" href="https://line.me/en/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">LINE<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3><img alt="LINE Messenger" loading="lazy" src="https://line.me/static/a8a76dfcb3634c0cc8ab318411a5ed6d/03979/7ccf24503f091cac2dc38b75bb83c3a6.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://line.me/static/a8a76dfcb3634c0cc8ab318411a5ed6d/03979/7ccf24503f091cac2dc38b75bb83c3a6.png" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">當您為補強您的即時交談軟體而將其與 LINE 連結時，您每月將可觸及高達 1 億 6,700 萬名主要遍佈於日本、泰國和台灣的活躍使用者，而 LINE 在這些地區為首要即時訊息 App。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">LINE 使用者，包括企業，可以分享有趣的動畫貼圖，例如：《七龍珠 Z》的尤達寶寶或悟空，以趣味的方式展現其品牌個性。此外，LINE 與 Zendesk Suite 的整合，能讓您輕鬆連接和擴充企業的即時訊息功能。</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">功能</h4><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">動畫貼圖</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">語音和視訊通話</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">LINE Games</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">LINE Creators Market</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">採即時交談的醫療諮詢 </p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Payments</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.tw/service/messaging/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">瞭解更多 Zendesk 搭配使用 LINE 的相關資訊<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">11. <a target="_blank" rel="noopener noreferrer" href="https://about.instagram.com/features/direct" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Instagram Direct<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3><img alt="Instagram Direct" loading="lazy" src="https://sm.mashable.com/t/mashable_in/help/8/8-ingeniou/8-ingenious-things-you-didnt-know-you-could-do-on-instagram_ne8y.1920.jpg"/><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://sm.mashable.com/t/mashable_in/help/8/8-ingeniou/8-ingenious-things-you-didnt-know-you-could-do-on-instagram_ne8y.1920.jpg" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">電子商務企業和零售商將 Instagram Direct 納入其即時訊息策略有兩大原因。其一，超過 78% 的客戶表示個人相關內容 (Instagram 精選 Feed 擁有大量此等內容) 能提升他們的購買意願。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">此外，在北美地區，千禧世代和 Z 世代對 Instagram Direct 有相當強烈的偏好。考量到千禧世代和 Z 世代約佔 <a target="_blank" rel="noopener noreferrer" href="https://www.statista.com/statistics/797321/us-population-by-generation/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">42% 的美國人口<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>，顯然，擁有當地客群的零售商都必須使用 Instagram。</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">功能</h4><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">群組傳訊</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">群組視訊交談</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">自拍貼圖、自訂反應和訊息效果</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">可自訂的交談</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Messenger 和 WhatsApp 整合</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">自動消失訊息</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.tw/apps/support/instagramer/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">瞭解更多 Zendesk 搭配使用 Instagram Direct 的相關資訊<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">12. <a target="_blank" rel="noopener noreferrer" href="https://telegram.org/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Telegram<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3><img alt="Telegram Messenger" loading="lazy" src="https://is2-ssl.mzstatic.com/image/thumb/Purple125/v4/94/fd/fa/94fdfa5f-a553-b178-dcbf-5f6c3837d3b8/AppIconLLC-1x_U007emarketing-0-7-0-0-85-220.png/1200x630wa.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://is2-ssl.mzstatic.com/image/thumb/Purple125/v4/94/fd/fa/94fdfa5f-a553-b178-dcbf-5f6c3837d3b8/AppIconLLC-1x_U007emarketing-0-7-0-0-85-220.png/1200x630wa.png" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Telegram 是值得考慮的獨特選擇，因為它提供端對端加密功能。這有助禁止社群媒體和即時訊息 App 的國家/地區公民維護其對話的私密性。但它不只適用於那些試圖規避專制政府的公民。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">加密是即時訊息領域日漸熱門的話題。各行各業的許多使用者逐漸轉向使用端對端加密的即時訊息 App。當然，Telegram Channel Integration 讓您能透過 Telegram 和 Zendesk Support 間的即時訊息來擴充您的客戶服務觸及範圍。</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">功能</h4><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">端對端加密</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">私密交談</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Telegram Bot</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">交談資料夾</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">影片編輯</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">動畫貼圖</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.tw/apps/support/telegram-channel/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">瞭解更多 Zendesk 搭配使用 Telegram 的相關資訊<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">13. <a target="_blank" rel="noopener noreferrer" href="https://sproutsocial.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Sprout Social<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3><img alt="Telegram Messenger" loading="lazy" src="https://media.sproutsocial.com/uploads/PI_Listening_Competitive_Analysis_Performance_1000w.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://media.sproutsocial.com/uploads/PI_Listening_Competitive_Analysis_Performance_1000w.png" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">儘管就技術而言，它並非即時交談軟體，但如果您的客戶服務極為仰賴社群媒體，那麼 Sprout Social 是適合與您的即時交談整合的絕佳工具。 Sprout Social 提供社群媒體監控、銷售、行銷和支援工具，串連支援客服人員和社群媒體團隊的工作流程。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Sprout Social combines social media monitoring, engagement, sales, support, and marketing tools for a cohesive social media strategy. This prevents disconnected communication or workflows between social media teams and social support agents.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">功能</h4><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">報告和分析</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Social media monitoring</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">銷售、行銷和支援工具整合</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.tw/apps/support/sprout-social/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">瞭解更多 Sprout Social 的 Zendesk 整合相關資訊<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="summary"></span> </p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">前 13 大即時交談軟體與行動裝置 App 整合摘要</h2><div class="sc-ecc9c292-0 iUiEoJ"><div style="overflow-x:auto"><table class="sc-2a70aa94-0 bmdwwe"><thead><tr><th><div style="text-align:center"><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><b>線上交談軟體</b></h6></div></th><th><div style="text-align:center"><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><b>內建聊天機器人</b></h6></div></th><th><div style="text-align:center"><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><b>內建分析功能</b></h6></div></th><th><div style="text-align:center"><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><b>整合/API</b></h6></div></th><th><div style="text-align:center"><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><b>Zendesk 相容性</b></h6></div></th></tr></thead><tbody><tr><td><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Zendesk 即時訊息</div></h6></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td></tr><tr><td><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Ada for Chat</div></h6></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td></tr><tr><td><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Certainly</div></h6></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td></tr><tr><td><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Digital Genius</div></h6></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td></tr><tr><td><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Ultimate.Ai</div></h6></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td></tr><tr><td><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Cognigy</div></h6></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td></tr><tr><td><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Zowie for Chat</div></h6></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td></tr><tr><td><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Facebook 的 Messenger</div></h6></td><td><div style="text-align:center">X</div></td><td><div style="text-align:center">X</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td></tr><tr><td><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">WhatsApp</div></h6></td><td><div style="text-align:center">X</div></td><td><div style="text-align:center">X</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td></tr><tr><td><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">LINE</div></h6></td><td><div style="text-align:center">X</div></td><td><div style="text-align:center">X</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td></tr><tr><td><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Instagram Direct</div></h6></td><td><div style="text-align:center">X</div></td><td><div style="text-align:center">X</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td></tr><tr><td><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Telegram</div></h6></td><td><div style="text-align:center">X</div></td><td><div style="text-align:center">X</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td></tr><tr><td><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Sprout Social</div></h6></td><td><div style="text-align:center">X</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td><td><div style="text-align:center">✓</div></td></tr></tbody></table></div><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="how-to-choose"></span> </p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">如何為您的企業選擇最適合的即時交談網站軟體</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">要選擇最適合您企業的即時交談網站軟體，需視您的企業性質而定。您的商業模式、競爭對手、客戶、政府和其他許多因素，都會影響您的即時交談軟體能夠發揮多少效益。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">與其試圖將諸多不同因素納入考量，不如專注以下四大要點來引導您的購買決策：</p><ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 cGHfGt list-num-circle"><li><b>能統整系統、軟體、管道和客戶資料</b><br/><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.tw/customer-experience-trends-2020/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">根據 Zendesk 2020 年趨勢報告<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>受訪公司的說法，企業提供即時訊息功能的主因之一，是提供與背景資訊更加相關且資訊更詳實的支援。然而，只有 35 % 的受訪企業採全通路方法—一種連接管道、系統和軟體以終結孤立對話的做法。<br/>為充分發揮您的即時交談軟體效益，它必須能擷取客戶統一的個人檔案，並涵蓋來自所有管道的對話歷史紀錄和上下文相關內容。這讓客戶在轉接至不同部門或等待服務之時，不必一再重述他們的地址或請求編號。<br/>並確保您企業中的每個人，包括聊天機器人，都擁有提供一致的個人化體驗所需的相關背景資訊內容。</li><li><b>The agent experience</b><br/>客戶服務團隊需要直覺式即時交談使用者介面以回應前端對話。但是，在後端設置管理此等大規模對話的工具也相當重要。於是，訣竅是找到能同時提供輕鬆簡易開發人員體驗和出色客服人員體驗的即時交談供應商。<br/>例如：Zendesk Support Suite 的客服人員工作區，能為支援團隊提供解決問題所需的追蹤、轉接和協作工具、即時更新新收到的訊息，以及順暢切換管道的能力。簡言之，客服人員可透過電子郵件後續追蹤即時交談，而無需結束即時訊息對話。<br/>As businesses introduce chatbots, automation, and multi-department messaging infrastructure, they need a way to centrally define rules of engagement and streamline handoffs between people, automation, and AI across the business. With the help of triggers, automations, and workflows that go beyond ticket-based routing, agents can streamline customer-facing interactions, saving support resources and decreasing time-to-resolution.</li><li><b>當前適用性和未來擴充性</b><br/>初始價值實現時間和持續價值實現時間，是建立順暢客戶體驗的關鍵。這就是能讓您的企業快速發展和迅速轉變的開放式即時交談平台之所以難能可貴的原因。<br/>理想的即時交談軟體應具備可支援既有工作流程的自訂配置，足以處理最複雜業務的強大性能，還有可隨時擴充的充分彈性。<br/>像 Zendesk 的 Sunshine 此等以開放式 API 為基礎的合作夥伴，可避免企業陷入使用專有技術的困境。讓組織可運用既有技術投資，並在他們想要的地方顯示資料—猶如企業自行開發的應用程式。開發人員可使用熟悉的工具來加速建立流程。</li><li><b>使用案例</b><br/>如何成為名副其實的「最佳」即時交談軟體，取決於您計劃的使用方式。在評估各項選擇時，請將以下問題列入考量，確保您的軟體適合您的使用方式：<br/><b>How many participants will you need in a single conversation?</b><br/>現代化的客戶關係通常包括企業內外的多方。例如：市場公司可能需要連結買家與賣家以及支援客服人員。多數即時交談軟體都能提供一對一溝通：關鍵是找到能成功支援一對多交談的軟體。<br/><b>Do you plan to offer self-service?</b><br/>企業可整合聊天機器人擴大自助服務規模，讓客戶能隨時自行找到與背景資訊相關的答案。企業應尋找能跨多個管道建立機器人的即時交談 App，且具備充分彈性，以免受限於一組特定的整合或功能。<br/><b>How can you brand the messaging experience?</b><br/>透過網路和行動裝置用 SDK，您可於任何裝置上建立 App 內建即時交談，使用如 GIF 和位置共享等豐富內容類型，推動客戶在日常使用產品和服務 (例如：網路、Android 或 iOS) 的參與度。</li></ol><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="faqs"></span> </p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">常見問題</h2><div class="sc-ecc9c292-0 iUiEoJ"><div itemType="https://schema.org/FAQPage" class="StyledAccordion-sc-niv9ic-0 dgZvap Accordionstyle__AccordionRoot-sc-ga9m60-0 ezJqxF" data-garden-id="accordions.accordion" data-garden-version="8.76.2"><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rb6ne76:--trigger:0" role="button" tabindex="0" aria-controls=":Rb6ne76:--panel:0" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">何謂商務用即時交談?</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rb6ne76:--panel:0" aria-hidden="true" aria-labelledby=":Rb6ne76:--trigger:0" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">即時交談讓您的企業能與客戶即時連絡。當客戶利用您的即時交談 App 連上線，他們就能與您的團隊連絡並立即獲得服務。您可安裝即時交談軟體來協助網站、行動裝置網站和 App 上的客戶。</p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rb6ne76:--trigger:1" role="button" tabindex="0" aria-controls=":Rb6ne76:--panel:1" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">我的企業為何需要即時交談 App？</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rb6ne76:--panel:1" aria-hidden="true" aria-labelledby=":Rb6ne76:--trigger:1" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">不是每個人都想透過電話交談，或是等待數日方能收到電子郵件回應。事實上，許多人透過即時交談並即時獲得協助，進而獲得更好的客戶服務體驗。相較於理解電話選單或等待電子郵件回應，即時交談更加簡單便利。</p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rb6ne76:--trigger:2" role="button" tabindex="0" aria-controls=":Rb6ne76:--panel:2" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">客戶服務交談與即時網站交談一樣嗎？</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rb6ne76:--panel:2" aria-hidden="true" aria-labelledby=":Rb6ne76:--trigger:2" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">客戶服務交談包括即時交談和聊天機器人。因應不同類型情況，兩者各有其效能優勢。您的公司可使用人工智慧交談來回應重複性或簡單的問題，並在需要人員服務時，使用即時交談網站軟體。</p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rb6ne76:--trigger:3" role="button" tabindex="0" aria-controls=":Rb6ne76:--panel:3" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">即時交談是真人服務嗎？</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rb6ne76:--panel:3" aria-hidden="true" aria-labelledby=":Rb6ne76:--trigger:3" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">通常是的，即時交談的另一端為真人服務。這是與企業某服務人員的 1 對 1 溝通管道。在客戶與真人客服人員連線前，企業可能使用聊天機器人；但是，如果該服務宣稱為即時交談，您應該能與真人客服人員對談。</p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rb6ne76:--trigger:4" role="button" tabindex="0" aria-controls=":Rb6ne76:--panel:4" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">哪些公司應購買即時網路交談軟體？</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rb6ne76:--panel:4" aria-hidden="true" aria-labelledby=":Rb6ne76:--trigger:4" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">現今，對每日為客戶提供服務的企業而言，即時交談是必備的功能。從向潛在客戶宣導您的產品到協助當前使用者排除疑難，即時交談是現代化客戶服務不可或缺的一部分。</p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rb6ne76:--trigger:5" role="button" tabindex="0" aria-controls=":Rb6ne76:--panel:5" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">最新的即時交談趨勢為何？</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rb6ne76:--panel:5" aria-hidden="true" aria-labelledby=":Rb6ne76:--trigger:5" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">最新趨勢是大量客戶開始使用即時交談與客戶服務人員互動。從 2020 到 2021 年，首度使用即時訊息與企業溝通的客戶數量飆升了 20 到 35%，視其年齡層而定。此趨勢必然會隨著因 COVID-19 而蓬勃發展的電子商務同步成長，但這也反映出自傳統服務管道如電話，轉移至社群媒體和網站交談等更現代化管道的長期變化。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"> </p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rb6ne76:--trigger:6" role="button" tabindex="0" aria-controls=":Rb6ne76:--panel:6" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">如何將即時交談功能新增至您的網站？</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rb6ne76:--panel:6" aria-hidden="true" aria-labelledby=":Rb6ne76:--trigger:6" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">將即時交談功能新增至您的網站的方式需視您使用的即時交談平台而定，但大致上，設定都應相對簡單。使用 Zendesk，您僅需將自訂指令碼加入您希望呈現交談 Widget 頁面的原始碼即可。然後，簡單按下發佈，您的交談功能即可上線。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">當然，您可能還想依品牌形象自訂交談視窗、設定預錄回應等更多功能。如果您有興趣瞭解更多使用 Zendesk 配置您的自訂交談相關資訊，請閱讀我們的<a target="_blank" rel="noopener noreferrer" href="https://support.zendesk.com/hc/en-us/sections/360004109093-Using-Chat-for-live-chat-and-messaging" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">支援文件<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"></p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rb6ne76:--trigger:7" role="button" tabindex="0" aria-controls=":Rb6ne76:--panel:7" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Zendesk 即時交談提供哪些類型的整合？</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rb6ne76:--panel:7" aria-hidden="true" aria-labelledby=":Rb6ne76:--trigger:7" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk 即時交談和即時訊息涵蓋超過 90 種 App 的預建整合，您可直接透過 Zendesk 進行預約、管理員工排程和使用多種人工智慧機器人。較大型的 Zendesk 平台涵蓋超過 1,000 種整合，外加可自訂整合的 API。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"></p></div></section></div></div><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"> </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"> </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"> </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="trial"></span> </p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">免費試用 Zendesk 即時網站交談和即時訊息功能</h2></div><div class="StyledCol-sc-inuw62-0 jHrYwl Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">因為使用即時交談的客戶購買量和購買價值可能更高，因此我們專注於讓客戶和客服人員能輕鬆使用 Zendesk 即時交談軟體溝通。 Zendesk 協助您傾聽客戶意見，讓客戶暢所欲言。</p><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a href="/register/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">開始免費試用</a></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gUTDzE Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">深入瞭解</h2></div></div><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 elZec Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">新增即時交談與傳訊可使您的客戶服務更上一層樓。瞭解更多您可透過 Zendesk 實現的無限可能。</p></div><div class="StyledCol-sc-inuw62-0 dpHgeZ Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv sc-e2fe0354-2 cTaaEo"><a target="_blank" rel="noopener noreferrer" href="https://support.zendesk.com/hc/en-us/articles/360057455393" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><span>瞭解 Zendesk 傳訊</span></span><svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a><a href="/blog/zendesk-messaging/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><span>運用傳訊建立更深厚的關係</span></span></a><a href="/service/messaging/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><span>Messaging software</span></span></a><a href="/service/answer-bot/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><span>Answer bot</span></span></a><a href="/service/messaging/ai-chatbot/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><span>AI chatbot</span></span></a><a href="/service/messaging/apple-business-chat/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><span>Apple Messages for Business</span></span></a><a href="/service/messaging/best-free-live-chat-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><span>Free live chat software</span></span></a><a href="/service/messaging/chatbot/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><span>聊天機器人</span></span></a><a href="/service/messaging/live-chat-customization/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><span>Live chat customization</span></span></a><a href="/service/messaging/live-chat-website/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><span>Live chat website</span></span></a><a href="/service/messaging/live-chat-widget/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><span>Live chat widget</span></span></a><a href="/service/messaging/mobile-live-chat/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><span>Mobile live chat</span></span></a><a href="/service/messaging/shopify-live-chat/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><span>Shopify live chat</span></span></a><a href="/service/messaging/wordpress-live-chat/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><span>WordPress live chat</span></span></a></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 KsZfG"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 hdAZgg Gridstyle__Row-sc-1uhmtis-1 Basestyle__BaseMainRow-sc-3zktjg-0 bEEqbX hlIKQB" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 dARgPK Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">開始免費試用</h2><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a href="/register/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">免費試用即時交談</a></div></div></div></div></div></section></main><footer class="sc-589b3f08-0 kiqZIv"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="sc-589b3f08-4 iMJqiQ"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><a href="/" data-interaction-type="link-inline-primary" aria-label="Zendesk" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 22 16" fill="currentColor" theme="[object 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data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">適用於客戶服務的 Zendesk</span></a></li><li><a href="/sell/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">適用於銷售的 Zendesk</span></a></li><li><a href="/platform/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Sunshine 平台</span></a></li><li><a href="/marketplace/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Marketplace</span></a></li><li><a target="_blank" rel="noopener noreferrer" href="https://support.zendesk.com/hc/zh-cn/sections/4405298877338-What-s-New-in-Zendesk/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">產品更新</span><svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></li></ul></div><div class="StyledCol-sc-inuw62-0 dyNcwQ Gridstyle__Col-sc-1uhmtis-2 LinkCollectionstyle__LinkCollectionSectionWrapper-sc-96x2q7-2 hmvmFG fbaGOf" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 hpSOeB">熱門功能</h2><ul><li><a href="/service/ticketing-system/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">工單處理系統</span></a></li><li><a href="/service/messaging/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">傳訊與即時交談</span></a></li><li><a href="/service/help-center/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">客服中心</span></a></li><li><a href="/service/voice/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">語音</span></a></li><li><a href="/service/community-forum/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span 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(或智慧觸發程式)\u003c/h3\u003e\u003cp\u003e主動式交談能讓您的客服人員或銷售人員即時與網站訪客進行交談。您還能設定主動開始與客戶交談的觸發程式，這有助在整個結帳過程中刺激和促成銷售。\u003c/p\u003e\u003cp\u003e智慧觸發程式是預定的規則，用來決定特定情況發生時的對應操作。例如：您可設定一個智慧觸發程式，在網站訪客於特定頁面停留一定時間後，您的網站將彈出即時交談視窗及一則預錄訊息。\u003c/p\u003e\u003ch3\u003e罐裝回應\u003c/h3\u003e\u003cp\u003e預錄回應是設計用於預定情況的事先編寫文字段落。由於支援客服人員時常面臨相似的情況，他們可建立預錄回應，自動執行以下操作：\u003c/p\u003e\u003cul\u003e\u003cli\u003e以其名字問候回訪客戶\u003c/li\u003e\u003cli\u003e提供折扣\u003c/li\u003e\u003cli\u003e將交談轉接予另一位客服人員\u003c/li\u003e\u003cli\u003e回答常見問題\u003c/li\u003e\u003c/ul\u003e\u003ch3\u003e佇列管理\u003c/h3\u003e\u003cp\u003e當您所有的客服人員皆在忙線中，佇列管理讓您能選擇與等候中客戶溝通的方式並安排服務優先順序。佇列管理功能通常包括：\u003c/p\u003e\u003cul\u003e\u003cli\u003e人工或自動轉接交談\u003c/li\u003e\u003cli\u003e使用聊天機器人與等候中客戶傳訊 \u003c/li\u003e\u003cli\u003e設定佇列限制以控制每位客服人員的等候人數\u003c/li\u003e\u003c/ul\u003e\u003ch3\u003e績效量化分析和關鍵績效指標\u003c/h3\u003e\u003cp\u003e即時交談能累積產出豐富的資料和商業智慧寶庫。然而，只有在您能夠從客戶與公司的互動中擷取深入解析時，方才具有意義。要尋找的最重要量化分析和關鍵績效指標包括：\u003c/p\u003e\u003cul\u003e\u003cli\u003e首次回應時間 (FRT)\u003c/li\u003e\u003cli\u003e平均解決時間 (ART)\u003c/li\u003e\u003cli\u003e交談轉換率\u003c/li\u003e\u003cli\u003e首次客服解決率 (FCR)\u003c/li\u003e\u003cli\u003eCustomer satisfaction score (CSAT)\u003c/li\u003e\u003cli\u003eAverage wait time\u003c/li\u003e\u003cli\u003e未接的交談數量\u003c/li\u003e\u003c/ul\u003e\u003ch3\u003e進階功能\u003c/h3\u003e\u003cp\u003e如先前所述，以上為多數即時交談軟體皆具備的功能。但下列為更高階工具方才具備的功能：\u003c/p\u003e\u003cul\u003e\u003cli\u003e\u003cb\u003e聊天機器人建置器：\u003c/b\u003e提供低程式碼或無程式碼工具，讓管理員能自訂對話工作流程，與客戶進行自動化網路和行動裝置訊息互動，讓客戶在與客服人員連線以前，有機會進行諸如自助服務等操作，以解決其支援問題。\u003c/li\u003e\u003cli\u003e\u003cb\u003e豐富的訊息類型：\u003c/b\u003e讓客服人員和機器人能夠傳送表情符號、GIF、表單和輪播，以促進自助服務、收集客戶資訊、更清晰地溝通並展現您的品牌個性。 \u003c/li\u003e\u003cli\u003e\u003cb\u003e快速回覆：\u003c/b\u003e利用機器學習，以相關資訊為新收到的問題提供立即答覆，讓客戶無需等待即可取得答案。可透過電子郵件、工單表單、即時交談、即時訊息、Slack、API 和/或 SDK 傳送答案。\u003c/li\u003e\u003cli\u003e\u003cb\u003e背景資訊自助服務：\u003c/b\u003e內嵌即時交談的客服中心，透過即時交談網站外掛程式或 Widget 和移動 SDK 推薦相關文章。\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003cspan id=\"benefits\"\u003e\u003c/span\u003e \u003c/p\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"使用即時交談 App 有何益處？","tier-copy-body":"\u003ch3\u003e大規模提供更多背景資訊相關的服務\u003c/h3\u003e\u003cp\u003e與聊天機器人和 CRM 成功整合後，即時交談軟體的獨到之處就是能讓您與大量潛在客戶和既有客戶互動，並掌握相關背景資訊。\u003c/p\u003e\u003cp\u003e例如：假設一位客戶已在您的網站上將購物車裝滿，且幾乎快完成購買流程。完成訂單前，客戶停留在結帳頁面。使用搭載觸發程式的聊天機器人，於一定時間後，發送訊息詢問客戶是否需要任何幫助，以促使客戶完成訂單。這讓您得以與表現出明確購買意願的客戶互動。\u003c/p\u003e\u003cp\u003e此外，由於您可設定聊天機器人轉接至即時交談，因此只有請求協助的客戶才會轉移給線上客服人員處理，因此您可於提供背景資訊相關服務的同時，精簡人員配置成本。\u003c/p\u003e\u003ch3\u003e以潛在客戶和既有客戶偏好的方式提供支援\u003c/h3\u003e\u003cp\u003e即時交談網站技術改善了客服人員的作業方式，讓他們得以使用客戶偏好的方式提供支援。藉由適合的即時交談解決方案，企業能為客戶提供下列選項：\u003c/p\u003e\u003cul\u003e\u003cli\u003e利用聊天機器人提供的相關知識庫內容，幫助客戶自行找到答案 (自助服務)\u003c/li\u003e\u003cli\u003e請求轉接線上客服人員\u003c/li\u003e\u003cli\u003e發送訊息給客戶服務中心\u003c/li\u003e\u003cli\u003e接續先前的對話\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e此外，歸功於常駐的聊天機器人和自助服務選項，企業能提供 24 小時全年無休的客戶支援。綜合上述所有功能的成果為何？更高的 CSAT 評分以及能擴充服務範圍，支援團隊能以前所未有的卓越效率，服務更多客戶。\u003c/p\u003e\u003ch3\u003e提高客戶和客服人員的價值\u003c/h3\u003e\u003cp\u003e\u003ca href=\"https://go.forrester.com/blogs/retailers-without-chat-a-missed-opportunity/\"\u003e根據 Forrester 報告\u003c/a\u003e，與企業交談的客戶，其轉換率為未交談客戶的三倍。與企業交談的客戶購買量，相較於其他客戶，平均多出 10-15%。\u003c/p\u003e\u003cp\u003e這些統計資料直接反映出即時交談如何提高客戶的終身價值。然而，即時交談不僅只提高客戶價值—也能提升您的客服人員價值。當即時交談運作完善時：\u003c/p\u003e\u003cul\u003e\u003cli\u003e聊天機器人和自助服務選項能篩選出簡單問題\u003c/li\u003e\u003cli\u003e自動執行程式處理重複性後勤工作 (即標記和傳送工單)\u003c/li\u003e\u003cli\u003e交談分析功能可以提供相關深入解析\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e藉由篩選出簡單問題，線上客服人員可專注提供個人化服務，進而導向品牌忠誠度，帶來更大額的採購量和銷售量。\u003c/p\u003e\u003cp\u003e\u003cspan id=\"tools\"\u003e\u003c/span\u003e \u003c/p\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"13 年前 2021 大即時交談軟體和 App","tier-copy-body":"\u003cdiv class=\"grid\"\u003e\u003cdiv class=\"row\"=\"\"\u003e\u003cdiv class=\"col col-small-6\"\u003e\u003col\u003e\u003cli\u003e\u003cspan\u003eZendesk 即時訊息\u003c/span\u003e\u003cbr\u003e\u003c/li\u003e\u003cli\u003e\u003cspan\u003eAda for Chat\u003c/span\u003e\u003cbr\u003e\u003c/li\u003e\u003cli\u003e\u003cspan\u003eCertainly\u003c/span\u003e\u003cbr\u003e\u003c/li\u003e\u003cli\u003e\u003cspan\u003eDigital Genius\u003c/span\u003e\u003cbr\u003e\u003c/li\u003e\u003cli\u003e\u003cspan\u003eUltimate.Ai\u003c/span\u003e\u003cbr\u003e\u003c/li\u003e\u003cli\u003e\u003cspan\u003eCognigy\u003c/span\u003e\u003cbr\u003e\u003c/li\u003e\u003cli\u003e\u003cspan\u003eZowie for Chat\u003c/span\u003e\u003cbr\u003e\u003c/li\u003e\u003c/ol\u003e\u003c/div\u003e\u003cdiv class=\"col col-small-6\"\u003e\u003col start=\"8\"\u003e\u003cli\u003e\u003cspan\u003eFacebook Messenger\u003c/span\u003e\u003cbr\u003e\u003c/li\u003e\u003cli\u003e\u003cspan\u003eWhatsApp\u003c/span\u003e\u003cbr\u003e\u003c/li\u003e\u003cli\u003e\u003cspan\u003eLINE\u003c/span\u003e\u003cbr\u003e\u003c/li\u003e\u003cli\u003e\u003cspan\u003eInstagram Direct\u003c/span\u003e\u003cbr\u003e\u003c/li\u003e\u003cli\u003e\u003cspan\u003eTelegram\u003c/span\u003e\u003cbr\u003e\u003c/li\u003e\u003cli\u003e\u003cspan\u003eSprout Social\u003c/span\u003e\u003cbr\u003e\u003c/li\u003e\u003c/ol\u003e\u003c/div\u003e\u003c/div\u003e\u003c/div\u003e\u003ch3\u003e1. Zendesk 即時訊息\u003c/h3\u003e\u003cp\u003e\u003cimg data-src=\"//d1eipm3vz40hy0.cloudfront.net/images/p-chat/mobile-messaging@2x.png\" alt=\"Zendesk 即時交談\"\u003e\u003c/p\u003e\u003cp\u003eZendesk 即時訊息原名為 Zendesk Chat，可讓您的團隊透過即時交談與客戶互動，並可隨時提供完整的對話歷史紀錄。透過 Zendesk Suite 存取即時訊息功能，協助您在網路、行動裝置或社群 App 建立並提供內容豐富的對話。自動化簡單便利，且可快速擴充以滿足每位客戶的需求。\u003c/p\u003e\u003cp\u003eZendesk 即時訊息涵蓋與最受歡迎的社群即時訊息管道、網站和 App 內建即時交談的內建整合，還有供您建置聊天機器人、自動執行程式和個案管理工作流程的多種強大工具—一切皆建立於一個整合開放式靈活平台上，您可隨心所欲地自訂功能。\u003c/p\u003e\u003cp\u003e\u003cimg src=\"//d1eipm3vz40hy0.cloudfront.net/images/live-chat-software-agent-enduser-view.png\" alt=\"Zendesk 即時交談軟體代理與一般使用者視圖\"\u003e\u003c/p\u003e\u003cp\u003e在 Zendesk，對話可持續並跨上述所有 (和更多) 管道進行，客戶再也不必重述相同資訊，且客服人員隨時可取得所需的背景資訊內容，提供更快速且個人化的服務。\u003c/p\u003e\u003cp\u003eZendesk 亦能為您的業務帶來堅實助益。\u003c/p\u003e\u003cp\u003e工作流程建立幫手是一項拖放式工具，用來設計處理客戶特定需求的自訂對話工作流程。 Answer Bot 是 Zendesk 開發的人工智慧聊天機器人，可提供客服中心文章的連結，協助客戶自助服務或將對話轉接予客服人員，同時隨附客戶已分享的所有背景資訊。\u003c/p\u003e\u003cp\u003e這些內建的自動執行程式工具，能協助您提供豐富、互動性佳且個人化的對話，而且無需仰賴任何程式碼編寫技能。\u003c/p\u003e\u003cp\u003eZendesk 可供自訂的即時訊息平台 Sunshine Conversations，可讓您將所有企業系統連接至對話，包括付款處理工具、第三方機器人和人工智慧。此外，您還能善加運用各項進階功能，例如：傳送通知來主動進行客戶交流，以及使用群組即時訊息來連結適當的人員，例如：Marketplace 的買家和賣家，或是外送 App 中的餐廳、客戶和外送人員等。但是，Zendesk Messenger 並未內建這些進階功能；您將需要額外付費購買 Sunshine Conversations，方能使用這些功能。\u003c/p\u003e\u003ch4\u003eZendesk 的功能包括 (但不限於)：\u003c/h4\u003e\u003cul\u003e\u003cli\u003e內建、自訂以及第三方聊天機器人整合\u003c/li\u003e\u003cli\u003e交談轉接和交談佇列管理\u003c/li\u003e\u003cli\u003e罐裝回應\u003c/li\u003e\u003cli\u003eBranding customization\u003c/li\u003e\u003cli\u003e與知識庫、CRM 和其他商務系統的原生整合\u003c/li\u003e\u003cli\u003e績效量化分析 (CSAT、FRT、工單量等)\u003c/li\u003e\u003cli\u003e預建分析儀表板\u003c/li\u003e\u003cli\u003eKnowledge base management\u003c/li\u003e\u003cli\u003e預先建立的 app 和整合\u003c/li\u003e\u003cli\u003eAPI access\u003c/li\u003e\u003cli\u003e使用者驗證和安全存取選項\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003ca href=\"https://www.zendesk.tw/service/messaging/\"\u003e瞭解更多 Zendesk 即時訊息相關資訊\u003c/a\u003e\u003c/p\u003e\u003ch3\u003e2. \u003ca href=\"https://www.ada.cx/\" target=\"_blank\" rel=\"noopener\"\u003eAda for Chat\u003c/a\u003e\u003c/h3\u003e\u003cp\u003e\u003cimg class=\"lazyload no-src full-width\" src=\"https://zen-marketing-assets.s3.us-west-2.amazonaws.com/images/AMER/ada-chatbot-software.png\" alt=\"Ada for Chat\"\u003e\u003c/p\u003e\u003cp class=\"caption\"\u003e\u003ca href=\"https://www.ada.cx\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\u003cp\u003eAda 的人工智慧聊天機器人是採用人工智慧和自然語言處理技術的自動化聊天機器人，更是 Zendesk 的首要聊天機器人合作夥伴。其直覺式聊天機器人建置器，能輕鬆建立和管理自動化工作流程，包括交接給線上客服人員。\u003c/p\u003e\u003cp\u003eAda 未公開其定價資訊，但您可向該公司索取試用版，以瞭解更多詳情。他們可以依您的業務需求提供客製化報價。\u003c/p\u003e\u003ch4\u003e功能\u003c/h4\u003e\u003cul\u003e\u003cli\u003e交談路由\u003c/li\u003e\u003cli\u003e交談 Bot\u003c/li\u003e\u003cli\u003e罐裝回應\u003c/li\u003e\u003cli\u003eAutomation\u003c/li\u003e\u003cli\u003e報告和分析\u003c/li\u003e\u003cli\u003eBranding customization\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003ca href=\"https://www.zendesk.tw/apps/chat/ada-for-chat/\"\u003e瞭解更多 Zendesk for Ada 的相關資訊\u003c/a\u003e\u003c/p\u003e\u003ch3\u003e3. \u003ca href=\"https://certainly.io/integrations-channels\" target=\"_blank\" rel=\"noopener\"\u003eCertainly\u003c/a\u003e\u003c/h3\u003e\u003cp\u003e\u003cimg class=\"full-width\" src=\"https://certainly.io/images/illustrations/platform-conversational.svg\" alt=\"Certainly\"\u003e\u003c/p\u003e\u003cp class=\"caption\"\u003e\u003ca href=\"https://certainly.io/images/illustrations/platform-conversational.svg\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\u003cp\u003e前身為 BotXO.ai， Certainly 是用於電子商務和客戶服務的人工智慧對話助理。與您的即時交談軟體整合，提供涵蓋交談、電子郵件、電話和即時訊息各種管道的協助。\u003c/p\u003e\u003cp\u003eCertainly 可將網站訪客導向內容相關的產品、為客戶提供動態支援、在銷售點協助買家、處理退貨，還能操作更多功能。在必要時，Certainly 會將支援對話轉接給客服人員，讓他們在不離開其交談軟體的情況下，處理較複雜的問題。\u003c/p\u003e\u003ch4\u003e功能\u003c/h4\u003e\u003cul\u003e\u003cli\u003e支援超過 14 種語言\u003c/li\u003e\u003cli\u003e多個 API 和 Webhook\u003c/li\u003e\u003cli\u003e與 Zendesk Chat、Support、Sunshine 等整合\u003c/li\u003e\u003cli\u003e工單管理\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003ca href=\"https://www.zendesk.tw/apps/chat/certainly-conversational-ai-for-chat/\"\u003e瞭解更多 Zendesk for Certainly 的相關資訊\u003c/a\u003e\u003c/p\u003e\u003ch3\u003e4. \u003ca href=\"https://www.digitalgenius.com/\" target=\"_blank\" rel=\"noopener\"\u003eDigital Genius\u003c/a\u003e\u003c/h3\u003e\u003cp\u003e\u003cimg class=\"full-width\" src=\"https://images.g2crowd.com/uploads/attachment/file/89624/Screenshot-2020-06-12-at-10.32.11.png?__hstc=171774463.5a68525143a7f828f111f1301927de86.1621646281605.1625522352773.1625872801023.21\u0026__hssc=171774463.1.1625872801023\u0026__hsfp=313657943\" alt=\"Digital Genius 即時交談\"\u003e\u003c/p\u003e\u003cp class=\"caption\"\u003e\u003ca href=\"https://images.g2crowd.com/uploads/attachment/file/89624/Screenshot-2020-06-12-at-10.32.11.png?__hstc=171774463.5a68525143a7f828f111f1301927de86.1621646281605.1625522352773.1625872801023.21\u0026__hssc=171774463.1.1625872801023\u0026__hsfp=313657943\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\u003cp\u003eDigitalGenius 是客戶服務自動執行程式平台，目標是自動化您的客戶支援後勤工作。該平台使用人工智慧來理解對話，因此可自動執行重複性的流程，而您的客服人員則可專注滿足客戶的需求。除此之外，DigitalGenius 會自動填寫標籤、建議巨集並自動回答常見問題。\u003c/p\u003e\u003cp\u003e甚至能解決重複的客戶問題，包括訂單狀態查詢、取消、退款請求等諸多事項。此外，更支援超過 15 種語言。您可將 Digital Genius 與 Zendesk 一系列內附 Zendesk 免費 Digital Genius App 的交談工具套件整合。\u003c/p\u003e\u003ch4\u003e功能\u003c/h4\u003e\u003cul\u003e\u003cli\u003e支援超過 15 種語言\u003c/li\u003e\u003cli\u003e人工智慧驅動的自動執行程式\u003c/li\u003e\u003cli\u003e與 Zendesk Chat、Support、Sunshine 等整合\u003c/li\u003e\u003cli\u003e強化的報告與分析功能\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003ca href=\"https://www.zendesk.tw/apps/support/digitalgenius/\"\u003e瞭解更多 Zendesk for Digital Genius 的相關資訊\u003c/a\u003e\u003c/p\u003e\u003ch3\u003e5. \u003ca href=\"https://www.ultimate.ai/\" target=\"_blank\" rel=\"noopener\"\u003eUltimate.Ai\u003c/a\u003e\u003c/h3\u003e\u003cp\u003e\u003cimg class=\"full-width\" src=\"https://cdn.ultimate.ai/hero-images/homepage/_heroVisualDesktop/Home-v7-220-header.png?mtime=20200818091250\u0026focal=none\u0026tmtime=20210603163019\" alt=\"Ultimate.Ai 即時交談軟體\"\u003e\u003c/p\u003e\u003cp class=\"caption\"\u003e\u003ca href=\"https://cdn.ultimate.ai/hero-images/homepage/_heroVisualDesktop/Home-v7-220-header.png?mtime=20200818091250\u0026focal=none\u0026tmtime=20210603163019\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\u003cp\u003e企業很容易 (也很常見) 最終受限於某種可快速部署卻不夠靈活，無法依需求自訂的聊天機器人解決方案。 Ultimate.AI 提供無程式碼自動執行平台，能自動化處理您絕大部分的支援請求，完美解決這個問題。\u003c/p\u003e\u003cp\u003e事實上，藉由 Ultimate.AI 與 Zendesk 的一鍵式整合，使用者可將高達 70% 的 Zendesk Chat、即時訊息和支援請求整合。此外，因為支援多種語言和每個管道，企業可在所有市場部署 Ultimate.AI。\u003c/p\u003e\u003ch4\u003e功能\u003c/h4\u003e\u003cul\u003e\u003cli\u003e為客服人員建議回應\u003c/li\u003e\u003cli\u003e可操作的服務分析\u003c/li\u003e\u003cli\u003e支援所有語言\u003c/li\u003e\u003cli\u003e公共 API\u003c/li\u003e\u003cli\u003e交談路由\u003c/li\u003e\u003cli\u003e與 Zendesk Chat、Support、Sunshine 等整合\u003c/li\u003e\u003cli\u003e強化的報告與分析功能\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003ca href=\"https://www.zendesk.tw/apps/chat/ultimateai/\"\u003e\u003cbr\u003e瞭解更多 Zendesk for Ultimate.Ai 的相關資訊\u003c/a\u003e\u003c/p\u003e\u003ch3\u003e6. \u003ca href=\"https://www.cognigy.com/\" target=\"_blank\" rel=\"noopener\"\u003eCognigy\u003c/a\u003e\u003c/h3\u003e\u003cp\u003e\u003cimg class=\"full-width\" src=\"https://www.cognigy.com/hubfs/Group%201104-1%20(1)%20(2)%20(1).png\" alt=\"Cognigy 即時交談軟體\"\u003e\u003c/p\u003e\u003cp class=\"caption\"\u003e\u003ca href=\"https://www.cognigy.com/hubfs/Group%201104-1%20(1)%20(2)%20(1).png\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\u003cp\u003eCognigy.AI 是企業級\u003cbr\u003e對話式人工智慧平台，專為所有產業和垂直領域的客服人員所設計，能協助您打造進階交談和語音通話機器人，提升您的客戶服務體驗。\u003c/p\u003e\u003cp\u003e然而，儘管 Cognigy.AI 功能強大而精密，卻採用低程式碼視覺化介面，讓您能輕鬆建立機器人、協助您在擴充服務經營規模的同時，維持優異的服務品質。 Cognigy.AI 能支援任何管道的對話，包括網路、電話、簡訊和行動裝置 App，並具備即用型 Zendesk Sunshine Conversations 連線幫手。\u003c/p\u003e\u003ch4\u003e功能\u003c/h4\u003e\u003cul\u003e\u003cli\u003e後端系統整合 (例如： CRM、ERP、RPA 等)\u003c/li\u003e\u003cli\u003e支援超過 20 種語言\u003c/li\u003e\u003cli\u003e低程式碼圖像式對話編輯器\u003c/li\u003e\u003cli\u003e關鍵績效指標儀表板\u003c/li\u003e\u003c/ul\u003e\u003ch3\u003e7. \u003ca href=\"https://getzowie.com/\" target=\"_blank\" rel=\"noopener\"\u003eZowie for Chat\u003c/a\u003e\u003c/h3\u003e\u003cp\u003e\u003cvideo autoplay=\"\" muted=\"\" loop=\"\" class=\"image\"\u003e\u003csource src=\"https://getzowie.com/wp-content/themes/zowie/assets/images/new-homepage/zowie_is_customer_service_automation_brain.mp4\" type=\"video/mp4\"\u003e\u003c/source\u003e\u003c/video\u003e\u003c/p\u003e\u003cp\u003eZowie 是另一個採用人工智慧技術的聊天機器人，可協助您將絕大部分的客戶服務量自動化。它會分析交談資料歷史紀錄，然後 Zowie 的專家會使用這些資料與您商議，設計出理想的自動化策略。\u003c/p\u003e\u003cp\u003eZowie 與 56 種語言相容，並支援您的網站交談、行動裝置交談、社群媒體和 Messenger App 上的聊天機器人。 Zowie 未公開定價資訊，因此您需要透過他們的網站洽詢最新定價。\u003c/p\u003e\u003ch4\u003e功能\u003c/h4\u003e\u003cul\u003e\u003cli\u003e交談路由\u003c/li\u003e\u003cli\u003e交談 Bot\u003c/li\u003e\u003cli\u003e罐裝回應\u003c/li\u003e\u003cli\u003eAutomation\u003c/li\u003e\u003cli\u003e報告和分析\u003c/li\u003e\u003cli\u003eBranding customization\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003ca href=\"https://www.zendesk.tw/apps/chat/zowie-for-chat/\"\u003e瞭解更多 Zendesk for Zowie 的相關資訊\u003c/a\u003e\u003c/p\u003e\u003ch3\u003e8. \u003ca href=\"https://www.facebook.com/messenger/\" target=\"_blank\" rel=\"noopener\"\u003eFacebook Messenger\u003c/a\u003e\u003c/h3\u003e\u003cp\u003e\u003cimg class=\"full-width\" src=\"https://static.xx.fbcdn.net/rsrc.php/v3/y2/r/yvbOx5two0W.png\" alt=\"Facebook Messenger\"\u003e\u003c/p\u003e\u003cp class=\"caption\"\u003e\u003ca href=\"https://static.xx.fbcdn.net/rsrc.php/v3/y2/r/yvbOx5two0W.png\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\u003cp\u003eFacebook Messenger 與 WhatsApp 共同主導著全球即時訊息 App 的市場版圖。在 2020 年，它曾經是 (現在仍是) 57 個國家/地區 (包括美國) 首屈一指的即時訊息 App。因為內嵌於 Facebook 中，當潛在客戶回應廣告時，Messenger 是電子商務和零售品牌可用於回應購買前問題的強大工具。\u003c/p\u003e\u003cp\u003e使用像 Sunshine Conversations 這樣的工具，零售商可輕鬆在廣受歡迎的 Messenger 提供支援。而且客服人員可使用 GIF、圖像、表情符號、影片等方式，(在適當的時機) 發揮巧思提升互動性。\u003c/p\u003e\u003ch4\u003e功能\u003c/h4\u003e\u003cul\u003e\u003cli\u003eNative integrations\u003c/li\u003e\u003cli\u003eBooking\u003c/li\u003e\u003cli\u003ePayments\u003c/li\u003e\u003cli\u003eImage/audio/video file support\u003c/li\u003e\u003cli\u003eAPI\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003ca href=\"https://www.zendesk.tw/service/messaging/whatsapp-facebook/\"\u003e瞭解更多 Zendesk 搭配使用 Facebook Messenger 的相關資訊\u003c/a\u003e\u003c/p\u003e\u003ch3\u003e9. \u003ca href=\"https://www.whatsapp.com/\" target=\"_blank\" rel=\"noopener\"\u003eWhatsApp\u003c/a\u003e\u003c/h3\u003e\u003cp\u003e\u003cimg class=\"full-width\" src=\"https://web-assets.zendesk.com/images/p-facebook-messaging/scr-facebook-page-wa-2x.png\" alt=\"WhatsApp Messenger\"\u003e\u003c/p\u003e\u003cp\u003e如果您的客戶居住於或來自東南亞、歐洲、拉丁美洲或中東地區，WhatsApp 是一個很好的選擇，因為它是這些地區最受歡迎的即時訊息 App。事實上，WhatsApp 目前是包括印度、香港和新加坡在內的 112 個國家/地區的即時訊息 App 市場領導者。\u003c/p\u003e\u003cp\u003e透過 Sunshine Conversations 連結 WhatsApp 與 Zendesk，您可以藉由串連自動執行工具並發送主動式訊息，協助您的客戶掌握資訊，並減輕客服人員負擔。\u003c/p\u003e\u003ch4\u003e功能\u003c/h4\u003e\u003cul\u003e\u003cli\u003e小組交談 \u003c/li\u003e\u003cli\u003e預訂和付款\u003c/li\u003e\u003cli\u003e語音和視訊通話\u003c/li\u003e\u003cli\u003e文件共享\u003c/li\u003e\u003cli\u003eAPI\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003ca href=\"https://www.zendesk.tw/service/messaging/whatsapp-facebook/\"\u003e瞭解更多 Zendesk 搭配使用 WhatsApp 的相關資訊\u003c/a\u003e\u003c/p\u003e\u003ch3\u003e10. \u003ca href=\"https://line.me/en/\" target=\"_blank\" rel=\"noopener\"\u003eLINE\u003c/a\u003e\u003c/h3\u003e\u003cp\u003e\u003cimg class=\"full-width\" src=\"https://line.me/static/a8a76dfcb3634c0cc8ab318411a5ed6d/03979/7ccf24503f091cac2dc38b75bb83c3a6.png\" alt=\"LINE Messenger\"\u003e\u003c/p\u003e\u003cp class=\"caption\"\u003e\u003ca href=\"https://line.me/static/a8a76dfcb3634c0cc8ab318411a5ed6d/03979/7ccf24503f091cac2dc38b75bb83c3a6.png\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\u003cp\u003e當您為補強您的即時交談軟體而將其與 LINE 連結時，您每月將可觸及高達 1 億 6,700 萬名主要遍佈於日本、泰國和台灣的活躍使用者，而 LINE 在這些地區為首要即時訊息 App。\u003c/p\u003e\u003cp\u003eLINE 使用者，包括企業，可以分享有趣的動畫貼圖，例如：《七龍珠 Z》的尤達寶寶或悟空，以趣味的方式展現其品牌個性。此外，LINE 與 Zendesk Suite 的整合，能讓您輕鬆連接和擴充企業的即時訊息功能。\u003c/p\u003e\u003ch4\u003e功能\u003c/h4\u003e\u003cul\u003e\u003cli\u003e動畫貼圖\u003c/li\u003e\u003cli\u003e語音和視訊通話\u003c/li\u003e\u003cli\u003eLINE Games\u003c/li\u003e\u003cli\u003eLINE Creators Market\u003c/li\u003e\u003cli\u003e採即時交談的醫療諮詢 \u003c/li\u003e\u003cli\u003ePayments\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003ca href=\"https://www.zendesk.tw/service/messaging/\"\u003e瞭解更多 Zendesk 搭配使用 LINE 的相關資訊\u003c/a\u003e\u003c/p\u003e\u003ch3\u003e11. \u003ca href=\"https://about.instagram.com/features/direct\" target=\"_blank\" rel=\"noopener\"\u003eInstagram Direct\u003c/a\u003e\u003c/h3\u003e\u003cp\u003e\u003cimg class=\"full-width\" src=\"https://sm.mashable.com/t/mashable_in/help/8/8-ingeniou/8-ingenious-things-you-didnt-know-you-could-do-on-instagram_ne8y.1920.jpg\" alt=\"Instagram Direct\"\u003e\u003c/p\u003e\u003cp class=\"caption\"\u003e\u003ca href=\"https://sm.mashable.com/t/mashable_in/help/8/8-ingeniou/8-ingenious-things-you-didnt-know-you-could-do-on-instagram_ne8y.1920.jpg\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\u003cp\u003e電子商務企業和零售商將 Instagram Direct 納入其即時訊息策略有兩大原因。其一，超過 78% 的客戶表示個人相關內容 (Instagram 精選 Feed 擁有大量此等內容) 能提升他們的購買意願。\u003c/p\u003e\u003cp\u003e此外，在北美地區，千禧世代和 Z 世代對 Instagram Direct 有相當強烈的偏好。考量到千禧世代和 Z 世代約佔 \u003ca href=\"https://www.statista.com/statistics/797321/us-population-by-generation/\"\u003e42% 的美國人口\u003c/a\u003e，顯然，擁有當地客群的零售商都必須使用 Instagram。\u003c/p\u003e\u003ch4\u003e功能\u003c/h4\u003e\u003cul\u003e\u003cli\u003e群組傳訊\u003c/li\u003e\u003cli\u003e群組視訊交談\u003c/li\u003e\u003cli\u003e自拍貼圖、自訂反應和訊息效果\u003c/li\u003e\u003cli\u003e可自訂的交談\u003c/li\u003e\u003cli\u003eMessenger 和 WhatsApp 整合\u003c/li\u003e\u003cli\u003e自動消失訊息\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003ca href=\"https://www.zendesk.tw/apps/support/instagramer/\"\u003e瞭解更多 Zendesk 搭配使用 Instagram Direct 的相關資訊\u003c/a\u003e\u003c/p\u003e\u003ch3\u003e12. \u003ca href=\"https://telegram.org/\" target=\"_blank\" rel=\"noopener\"\u003eTelegram\u003c/a\u003e\u003c/h3\u003e\u003cp\u003e\u003cimg class=\"full-width\" src=\"https://is2-ssl.mzstatic.com/image/thumb/Purple125/v4/94/fd/fa/94fdfa5f-a553-b178-dcbf-5f6c3837d3b8/AppIconLLC-1x_U007emarketing-0-7-0-0-85-220.png/1200x630wa.png\" alt=\"Telegram Messenger\"\u003e\u003c/p\u003e\u003cp class=\"caption\"\u003e\u003ca href=\"https://is2-ssl.mzstatic.com/image/thumb/Purple125/v4/94/fd/fa/94fdfa5f-a553-b178-dcbf-5f6c3837d3b8/AppIconLLC-1x_U007emarketing-0-7-0-0-85-220.png/1200x630wa.png\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\u003cp\u003eTelegram 是值得考慮的獨特選擇，因為它提供端對端加密功能。這有助禁止社群媒體和即時訊息 App 的國家/地區公民維護其對話的私密性。但它不只適用於那些試圖規避專制政府的公民。\u003c/p\u003e\u003cp\u003e加密是即時訊息領域日漸熱門的話題。各行各業的許多使用者逐漸轉向使用端對端加密的即時訊息 App。當然，Telegram Channel Integration 讓您能透過 Telegram 和 Zendesk Support 間的即時訊息來擴充您的客戶服務觸及範圍。\u003c/p\u003e\u003ch4\u003e功能\u003c/h4\u003e\u003cul\u003e\u003cli\u003e端對端加密\u003c/li\u003e\u003cli\u003e私密交談\u003c/li\u003e\u003cli\u003eTelegram Bot\u003c/li\u003e\u003cli\u003e交談資料夾\u003c/li\u003e\u003cli\u003e影片編輯\u003c/li\u003e\u003cli\u003e動畫貼圖\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003ca href=\"https://www.zendesk.tw/apps/support/telegram-channel/\"\u003e瞭解更多 Zendesk 搭配使用 Telegram 的相關資訊\u003c/a\u003e\u003c/p\u003e\u003ch3\u003e13. \u003ca href=\"https://sproutsocial.com/\" target=\"_blank\" rel=\"noopener\"\u003eSprout Social\u003c/a\u003e\u003c/h3\u003e\u003cp\u003e\u003cimg class=\"full-width\" src=\"https://media.sproutsocial.com/uploads/PI_Listening_Competitive_Analysis_Performance_1000w.png\" alt=\"Telegram Messenger\"\u003e\u003c/p\u003e\u003cp class=\"caption\"\u003e\u003ca href=\"https://media.sproutsocial.com/uploads/PI_Listening_Competitive_Analysis_Performance_1000w.png\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\u003cp\u003e儘管就技術而言，它並非即時交談軟體，但如果您的客戶服務極為仰賴社群媒體，那麼 Sprout Social 是適合與您的即時交談整合的絕佳工具。 Sprout Social 提供社群媒體監控、銷售、行銷和支援工具，串連支援客服人員和社群媒體團隊的工作流程。\u003c/p\u003e\u003cp\u003eSprout Social combines social media monitoring, engagement, sales, support, and marketing tools for a cohesive social media strategy. This prevents disconnected communication or workflows between social media teams and social support agents.\u003c/p\u003e\u003ch4\u003e功能\u003c/h4\u003e\u003cul\u003e\u003cli\u003e報告和分析\u003c/li\u003e\u003cli\u003eSocial media monitoring\u003c/li\u003e\u003cli\u003e銷售、行銷和支援工具整合\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003ca href=\"https://www.zendesk.tw/apps/support/sprout-social/\"\u003e瞭解更多 Sprout Social 的 Zendesk 整合相關資訊\u003c/a\u003e\u003c/p\u003e\u003cp\u003e\u003cspan id=\"summary\"\u003e\u003c/span\u003e \u003c/p\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"前 13 大即時交談軟體與行動裝置 App 整合摘要","tier-copy-body":"\u003cdiv style=\"overflow-x: auto;\"\u003e\u003ctable style=\"table-layout: auto;\"\u003e\u003cthead\u003e\u003ctr\u003e\u003cth\u003e\u003ccenter\u003e\u003ch6\u003e\u003cb\u003e線上交談軟體\u003c/b\u003e\u003c/h6\u003e\u003cp\u003e\u003c/p\u003e\u003c/center\u003e\u003c/th\u003e\u003cth\u003e\u003ccenter\u003e\u003ch6\u003e\u003cb\u003e內建聊天機器人\u003c/b\u003e\u003c/h6\u003e\u003cp\u003e\u003c/p\u003e\u003c/center\u003e\u003c/th\u003e\u003cth\u003e\u003ccenter\u003e\u003ch6\u003e\u003cb\u003e內建分析功能\u003c/b\u003e\u003c/h6\u003e\u003cp\u003e\u003c/p\u003e\u003c/center\u003e\u003c/th\u003e\u003cth\u003e\u003ccenter\u003e\u003ch6\u003e\u003cb\u003e整合/API\u003c/b\u003e\u003c/h6\u003e\u003cp\u003e\u003c/p\u003e\u003c/center\u003e\u003c/th\u003e\u003cth\u003e\u003ccenter\u003e\u003ch6\u003e\u003cb\u003eZendesk 相容性\u003c/b\u003e\u003c/h6\u003e\u003cp\u003e\u003c/p\u003e\u003c/center\u003e\u003c/th\u003e\u003c/tr\u003e\u003c/thead\u003e\u003ctbody\u003e\u003ctr\u003e\u003ctd\u003e\u003ch6\u003e\u003ccenter\u003eZendesk 即時訊息\u003c/center\u003e\u003c/h6\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\u003ch6\u003e\u003ccenter\u003eAda for Chat\u003c/center\u003e\u003c/h6\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\u003ch6\u003e\u003ccenter\u003eCertainly\u003c/center\u003e\u003c/h6\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\u003ch6\u003e\u003ccenter\u003eDigital Genius\u003c/center\u003e\u003c/h6\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\u003ch6\u003e\u003ccenter\u003eUltimate.Ai\u003c/center\u003e\u003c/h6\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\u003ch6\u003e\u003ccenter\u003eCognigy\u003c/center\u003e\u003c/h6\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\u003ch6\u003e\u003ccenter\u003eZowie for Chat\u003c/center\u003e\u003c/h6\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\u003ch6\u003e\u003ccenter\u003eFacebook 的 Messenger\u003c/center\u003e\u003c/h6\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\u003ch6\u003e\u003ccenter\u003eWhatsApp\u003c/center\u003e\u003c/h6\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\u003ch6\u003e\u003ccenter\u003eLINE\u003c/center\u003e\u003c/h6\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\u003ch6\u003e\u003ccenter\u003eInstagram Direct\u003c/center\u003e\u003c/h6\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\u003ch6\u003e\u003ccenter\u003eTelegram\u003c/center\u003e\u003c/h6\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\u003ch6\u003e\u003ccenter\u003eSprout Social\u003c/center\u003e\u003c/h6\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003ctd\u003e\u003cp\u003e\u003c/p\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/td\u003e\u003c/tr\u003e\u003c/tbody\u003e\u003c/table\u003e\u003c/div\u003e\u003cp\u003e\u003cspan id=\"how-to-choose\"\u003e\u003c/span\u003e \u003c/p\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"如何為您的企業選擇最適合的即時交談網站軟體","tier-copy-body":"\u003cp\u003e要選擇最適合您企業的即時交談網站軟體，需視您的企業性質而定。您的商業模式、競爭對手、客戶、政府和其他許多因素，都會影響您的即時交談軟體能夠發揮多少效益。\u003c/p\u003e\u003cp\u003e與其試圖將諸多不同因素納入考量，不如專注以下四大要點來引導您的購買決策：\u003c/p\u003e\u003col class=\"list-num-circle\"\u003e\u003cli\u003e\u003cb\u003e能統整系統、軟體、管道和客戶資料\u003c/b\u003e\u003cp\u003e\u003ca href=\"https://www.zendesk.tw/customer-experience-trends-2020/\"\u003e根據 Zendesk 2020 年趨勢報告\u003c/a\u003e受訪公司的說法，企業提供即時訊息功能的主因之一，是提供與背景資訊更加相關且資訊更詳實的支援。然而，只有 35 % 的受訪企業採全通路方法—一種連接管道、系統和軟體以終結孤立對話的做法。\u003c/p\u003e\u003cp\u003e為充分發揮您的即時交談軟體效益，它必須能擷取客戶統一的個人檔案，並涵蓋來自所有管道的對話歷史紀錄和上下文相關內容。這讓客戶在轉接至不同部門或等待服務之時，不必一再重述他們的地址或請求編號。\u003c/p\u003e\u003cp\u003e並確保您企業中的每個人，包括聊天機器人，都擁有提供一致的個人化體驗所需的相關背景資訊內容。\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cb\u003eThe agent experience\u003c/b\u003e\u003cp\u003e客戶服務團隊需要直覺式即時交談使用者介面以回應前端對話。但是，在後端設置管理此等大規模對話的工具也相當重要。於是，訣竅是找到能同時提供輕鬆簡易開發人員體驗和出色客服人員體驗的即時交談供應商。\u003c/p\u003e\u003cp\u003e例如：Zendesk Support Suite 的客服人員工作區，能為支援團隊提供解決問題所需的追蹤、轉接和協作工具、即時更新新收到的訊息，以及順暢切換管道的能力。簡言之，客服人員可透過電子郵件後續追蹤即時交談，而無需結束即時訊息對話。\u003c/p\u003e\u003cp\u003eAs businesses introduce chatbots, automation, and multi-department messaging infrastructure, they need a way to centrally define rules of engagement and streamline handoffs between people, automation, and AI across the business. With the help of triggers, automations, and workflows that go beyond ticket-based routing, agents can streamline customer-facing interactions, saving support resources and decreasing time-to-resolution.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cb\u003e當前適用性和未來擴充性\u003c/b\u003e\u003cp\u003e初始價值實現時間和持續價值實現時間，是建立順暢客戶體驗的關鍵。這就是能讓您的企業快速發展和迅速轉變的開放式即時交談平台之所以難能可貴的原因。\u003c/p\u003e\u003cp\u003e理想的即時交談軟體應具備可支援既有工作流程的自訂配置，足以處理最複雜業務的強大性能，還有可隨時擴充的充分彈性。\u003c/p\u003e\u003cp\u003e像 Zendesk 的 Sunshine 此等以開放式 API 為基礎的合作夥伴，可避免企業陷入使用專有技術的困境。讓組織可運用既有技術投資，並在他們想要的地方顯示資料—猶如企業自行開發的應用程式。開發人員可使用熟悉的工具來加速建立流程。\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cb\u003e使用案例\u003c/b\u003e\u003cp\u003e如何成為名副其實的「最佳」即時交談軟體，取決於您計劃的使用方式。在評估各項選擇時，請將以下問題列入考量，確保您的軟體適合您的使用方式：\u003c/p\u003e\u003cp\u003e\u003cb\u003eHow many participants will you need in a single conversation?\u003c/b\u003e\u003c/p\u003e\u003cp\u003e現代化的客戶關係通常包括企業內外的多方。例如：市場公司可能需要連結買家與賣家以及支援客服人員。多數即時交談軟體都能提供一對一溝通：關鍵是找到能成功支援一對多交談的軟體。\u003c/p\u003e\u003cp\u003e\u003cb\u003eDo you plan to offer self-service?\u003c/b\u003e\u003c/p\u003e\u003cp\u003e企業可整合聊天機器人擴大自助服務規模，讓客戶能隨時自行找到與背景資訊相關的答案。企業應尋找能跨多個管道建立機器人的即時交談 App，且具備充分彈性，以免受限於一組特定的整合或功能。\u003c/p\u003e\u003cp\u003e\u003cb\u003eHow can you brand the messaging experience?\u003c/b\u003e\u003c/p\u003e\u003cp\u003e透過網路和行動裝置用 SDK，您可於任何裝置上建立 App 內建即時交談，使用如 GIF 和位置共享等豐富內容類型，推動客戶在日常使用產品和服務 (例如：網路、Android 或 iOS) 的參與度。\u003c/p\u003e\u003c/li\u003e\u003c/ol\u003e\u003cp\u003e\u003cspan id=\"faqs\"\u003e\u003c/span\u003e \u003c/p\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"常見問題","tier-copy-body":"\u003cdiv class=\"accordion theme-default js-accordion faq-accordion\"\u003e\u003cdiv class=\"accordion-item\"\u003e\u003cdiv class=\"accordion-closed\"\u003e\u003ch4\u003e何謂商務用即時交談?\u003c/h4\u003e\u003c/div\u003e\u003cdiv class=\"accordion-open\"\u003e\u003cp\u003e即時交談讓您的企業能與客戶即時連絡。當客戶利用您的即時交談 App 連上線，他們就能與您的團隊連絡並立即獲得服務。您可安裝即時交談軟體來協助網站、行動裝置網站和 App 上的客戶。\u003c/p\u003e\u003c/div\u003e\u003c/div\u003e\u003cdiv class=\"accordion-item\"\u003e\u003cdiv class=\"accordion-closed\"\u003e\u003ch4\u003e我的企業為何需要即時交談 App？\u003c/h4\u003e\u003c/div\u003e\u003cdiv class=\"accordion-open\"\u003e\u003cp\u003e不是每個人都想透過電話交談，或是等待數日方能收到電子郵件回應。事實上，許多人透過即時交談並即時獲得協助，進而獲得更好的客戶服務體驗。相較於理解電話選單或等待電子郵件回應，即時交談更加簡單便利。\u003c/p\u003e\u003c/div\u003e\u003c/div\u003e\u003cdiv class=\"accordion-item\"\u003e\u003cdiv class=\"accordion-closed\"\u003e\u003ch4\u003e客戶服務交談與即時網站交談一樣嗎？\u003c/h4\u003e\u003c/div\u003e\u003cdiv class=\"accordion-open\"\u003e\u003cp\u003e客戶服務交談包括即時交談和聊天機器人。因應不同類型情況，兩者各有其效能優勢。您的公司可使用人工智慧交談來回應重複性或簡單的問題，並在需要人員服務時，使用即時交談網站軟體。\u003c/p\u003e\u003c/div\u003e\u003c/div\u003e\u003cdiv class=\"accordion-item\"\u003e\u003cdiv class=\"accordion-closed\"\u003e\u003ch4\u003e即時交談是真人服務嗎？\u003c/h4\u003e\u003c/div\u003e\u003cdiv class=\"accordion-open\"\u003e\u003cp\u003e通常是的，即時交談的另一端為真人服務。這是與企業某服務人員的 1 對 1 溝通管道。在客戶與真人客服人員連線前，企業可能使用聊天機器人；但是，如果該服務宣稱為即時交談，您應該能與真人客服人員對談。\u003c/p\u003e\u003c/div\u003e\u003c/div\u003e\u003cdiv class=\"accordion-item\"\u003e\u003cdiv class=\"accordion-closed\"\u003e\u003ch4\u003e哪些公司應購買即時網路交談軟體？\u003c/h4\u003e\u003c/div\u003e\u003cdiv class=\"accordion-open\"\u003e\u003cp\u003e現今，對每日為客戶提供服務的企業而言，即時交談是必備的功能。從向潛在客戶宣導您的產品到協助當前使用者排除疑難，即時交談是現代化客戶服務不可或缺的一部分。\u003c/p\u003e\u003c/div\u003e\u003c/div\u003e\u003cdiv class=\"accordion-item\"\u003e\u003cdiv class=\"accordion-closed\"\u003e\u003ch4\u003e最新的即時交談趨勢為何？\u003c/h4\u003e\u003c/div\u003e\u003cdiv class=\"accordion-open\"\u003e\u003cp\u003e最新趨勢是大量客戶開始使用即時交談與客戶服務人員互動。從 2020 到 2021 年，首度使用即時訊息與企業溝通的客戶數量飆升了 20 到 35%，視其年齡層而定。此趨勢必然會隨著因 COVID-19 而蓬勃發展的電子商務同步成長，但這也反映出自傳統服務管道如電話，轉移至社群媒體和網站交談等更現代化管道的長期變化。\u003c/p\u003e\u003cp\u003e \u003c/p\u003e\u003c/div\u003e\u003cp\u003e \u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion-item\"\u003e\u003cdiv class=\"accordion-closed\"\u003e\u003ch4\u003e如何將即時交談功能新增至您的網站？\u003c/h4\u003e\u003c/div\u003e\u003cdiv class=\"accordion-open\"\u003e\u003cp\u003e將即時交談功能新增至您的網站的方式需視您使用的即時交談平台而定，但大致上，設定都應相對簡單。使用 Zendesk，您僅需將自訂指令碼加入您希望呈現交談 Widget 頁面的原始碼即可。然後，簡單按下發佈，您的交談功能即可上線。\u003c/p\u003e\u003cp\u003e當然，您可能還想依品牌形象自訂交談視窗、設定預錄回應等更多功能。如果您有興趣瞭解更多使用 Zendesk 配置您的自訂交談相關資訊，請閱讀我們的\u003ca href=\"https://support.zendesk.com/hc/en-us/sections/360004109093-Using-Chat-for-live-chat-and-messaging\"\u003e支援文件\u003c/a\u003e。\u003c/p\u003e\u003cp\u003e\u003c/p\u003e\u003c/div\u003e\u003cp\u003e \u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion-item\"\u003e\u003cdiv class=\"accordion-closed\"\u003e\u003ch4\u003eZendesk 即時交談提供哪些類型的整合？\u003c/h4\u003e\u003c/div\u003e\u003cdiv class=\"accordion-open\"\u003e\u003cp\u003eZendesk 即時交談和即時訊息涵蓋超過 90 種 App 的預建整合，您可直接透過 Zendesk 進行預約、管理員工排程和使用多種人工智慧機器人。較大型的 Zendesk 平台涵蓋超過 1,000 種整合，外加可自訂整合的 API。\u003c/p\u003e\u003cp\u003e\u003c/p\u003e\u003c/div\u003e\u003cp\u003e \u003c/p\u003e\u003c/div\u003e\u003c/div\u003e\u003cp\u003e\u003cspan id=\"trial\"\u003e\u003c/span\u003e \u003c/p\u003e","tier-copy-image":"","tier-video-id":""}],"tier-cta-1-text":"免費試用","tier-cta-1-url":"/register/","tier-cta-2-text":"免費試用即時交談","tier-cta-2-url":"/register/","tier-cta-checkbox":"1","tier-cta-headline":"開始免費試用","tier-footer-ctas":[{"tier-footer-cta-text":"","tier-footer-cta-url":""}],"tier-hero-ctas":[{"tier-hero-cta-text":"前往示範","tier-hero-cta-url":"/demo/"}],"tier-hero-description":"\u003cp\u003e\u003c/p\u003e\u003cp\u003e企業應能伴隨客戶左右，更應及時為客戶排憂解難。過去一年來，客戶紛紛湧向即時訊息和即時交談 App 尋求服務。\u003c/p\u003e\u003cp\u003e近三分之一的客戶於 2020 年首次傳送訊息與企業連絡—其中 74% 的客戶表示他們計劃繼續如此。而且多種不同的管道皆呈現這樣的成長趨勢。從 2020 年到 2021 年，支援工單數量爆增：\u003c/p\u003e\u003cul\u003e\u003cli\u003eWhatsApp 增加 101%\u003c/li\u003e\u003cli\u003eFacebook Messenger 和 Twitter 私人訊息增加 58% \u003c/li\u003e\u003cli\u003eSMS/簡訊增加 34%\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e(資料來源：\u003ca href=\"https://www.zendesk.tw/customer-experience-trends/\"\u003e2021 年 Zendesk 客戶體驗趨勢\u003c/a\u003e)\u003c/p\u003e\u003cp\u003e客戶希望支援團隊能在必要時，提供便利、快速且個人化的服務。即時交談軟體和即時訊息可滿足上述所有條件。然而這並不僅只有益於客戶。\u003c/p\u003e\u003cp\u003e即時訊息的非同步特性減輕了客服人員的壓力，因為客戶可於等待客服人員回應的同時，處理其他事務 (例如：遛狗或購物)。讓服務團隊能擴大服務規模並維持優越服務品質，而無需大幅增員。\u003c/p\u003e\u003ch3\u003e為何該為您的網站加入即時交談功能？\u003c/h3\u003e\u003cp\u003e為您的網站新增即時交談功能，配合客戶需要，客戶可使用感到最自在的管道進行對話溝通。客戶感到愈自在，購買意願愈高，並維持忠誠度。不過，新增即時交談功能，可遠不只是為了討好客戶。\u003c/p\u003e\u003cp\u003e若您的即時交談軟體部署於靈活、快速部署且集中的工作區，則即時交談網站工具將具備下列優勢：\u003c/p\u003e\u003cul\u003e\u003cli\u003e\u003cb\u003e擴大服務規模：\u003c/b\u003e實現一對多的互動，讓客戶人員能同時服務多位客戶。 \u003c/li\u003e\u003cli\u003e\u003cb\u003e快速：\u003c/b\u003e自動化工作流程和自助服務選項可為客戶解決簡單問題 (即檢查狀態或餘額，追蹤或更改訂單等)\u003c/li\u003e\u003cli\u003e\u003cb\u003e個人化：\u003c/b\u003e客戶與支援客服人員的交談，更像是與家人和朋友的交流。\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e更重要的是，為您的網站新增即時交談功能，操作快速又簡單。\u003c/p\u003e\u003cp\u003e儘管如此，若想充分發揮即時交談軟體的優點，就不能僅是安裝後就置之不理了。還需要與客服人員、流程和客服人員的既有工具一起配合使用，以發揮其最大效益。\u003c/p\u003e\u003cp\u003e因此，在我們開始討論如何選擇適合的即時交談軟體之前，我們將回顧關於即時交談原理、相關優點及其主要功能的基本知識。隨後，我們將探討當前市場上的前 13 大即時交談軟體工具，以及如何為您的企業選擇最適合的工具。\u003c/p\u003e\u003cul\u003e\u003cli\u003e\u003ca href=\"#definition\"\u003e即時交談軟體是什麼？\u003c/a\u003e\u003c/li\u003e\u003cli\u003e\u003ca href=\"#features\"\u003e即時網站交談軟體的共同特色為何？\u003c/a\u003e\u003c/li\u003e\u003cli\u003e\u003ca href=\"#benefits\"\u003e使用即時交談 App 有何益處？\u003c/a\u003e\u003c/li\u003e\u003cli\u003e\u003ca href=\"#tools\"\u003e13 年前 2021 大即時交談軟體和 App\u003c/a\u003e\u003c/li\u003e\u003cli\u003e\u003ca href=\"#summary\"\u003e前 13 大即時交談軟體與行動裝置 App 整合摘要\u003c/a\u003e\u003c/li\u003e\u003cli\u003e\u003ca href=\"#how-to-choose\"\u003e如何為您的企業選擇最適合的即時交談網站軟體\u003c/a\u003e\u003c/li\u003e\u003cli\u003e\u003ca href=\"#faqs\"\u003e常見問題\u003c/a\u003e\u003c/li\u003e\u003cli\u003e\u003ca href=\"#trial\"\u003e免費試用 Zendesk 即時網站交談和即時訊息功能\u003c/a\u003e\u003c/li\u003e\u003c/ul\u003e\u003cspan id=\"definition\"\u003e\u003c/span\u003e","tier-hero-headline":"實現最佳客戶對話的即時交談軟體","tier-hero-image":"https://web-assets.zendesk.com/images/p-capabilities/messaging/hero-2x.jpg","tier-hero-subheading":"透過網路、行動裝置和社群媒體的即時交談與即時訊息功能，立即與您的客戶聯絡","tier-parent-url":"/service/messaging/","tier-resource-checkbox":"1","tier-resource-description":"新增即時交談與傳訊可使您的客戶服務更上一層樓。瞭解更多您可透過 Zendesk 實現的無限可能。","tier-resource-headline":"深入瞭解","tier-resource-links":"\u003ca href=\"https://support.zendesk.com/hc/en-us/articles/360057455393\" class=\"anchor anchor-small\" target=\"_blank\" rel=\" noopener\"\u003e\u003cspan\u003e瞭解 Zendesk 傳訊\u003c/span\u003e\u003c/a\u003e\u003ca href=\"/blog/zendesk-messaging/\" class=\"anchor anchor-small\" target=\"\"\u003e\u003cspan\u003e運用傳訊建立更深厚的關係\u003c/span\u003e\u003c/a\u003e\u003ca href=\"/service/messaging/\" class=\"anchor anchor-small\" target=\"\"\u003e\u003cspan\u003eMessaging software\u003c/span\u003e\u003c/a\u003e\u003ca href=\"/service/answer-bot/\" class=\"anchor anchor-small\" target=\"\"\u003e\u003cspan\u003eAnswer bot\u003c/span\u003e\u003c/a\u003e\u003ca href=\"/service/messaging/ai-chatbot/\" class=\"anchor anchor-small\" target=\"\"\u003e\u003cspan\u003eAI chatbot\u003c/span\u003e\u003c/a\u003e\u003ca href=\"/service/messaging/apple-business-chat/\" class=\"anchor anchor-small\" target=\"\"\u003e\u003cspan\u003eApple Messages for Business\u003c/span\u003e\u003c/a\u003e\u003ca href=\"/service/messaging/best-free-live-chat-software/\" class=\"anchor anchor-small\" target=\"\"\u003e\u003cspan\u003eFree live chat software\u003c/span\u003e\u003c/a\u003e\u003ca href=\"/service/messaging/chatbot/\" class=\"anchor anchor-small\" target=\"\"\u003e\u003cspan\u003e聊天機器人\u003c/span\u003e\u003c/a\u003e\u003ca href=\"/service/messaging/live-chat-customization/\" class=\"anchor anchor-small\" target=\"\"\u003e\u003cspan\u003eLive chat customization\u003c/span\u003e\u003c/a\u003e\u003ca href=\"/service/messaging/live-chat-website/\" class=\"anchor anchor-small\" target=\"\"\u003e\u003cspan\u003eLive chat website\u003c/span\u003e\u003c/a\u003e\u003ca href=\"/service/messaging/live-chat-widget/\" class=\"anchor anchor-small\" target=\"\"\u003e\u003cspan\u003eLive chat widget\u003c/span\u003e\u003c/a\u003e\u003ca href=\"/service/messaging/mobile-live-chat/\" class=\"anchor anchor-small\" target=\"\"\u003e\u003cspan\u003eMobile live chat\u003c/span\u003e\u003c/a\u003e\u003ca href=\"/service/messaging/shopify-live-chat/\" class=\"anchor anchor-small\" target=\"\"\u003e\u003cspan\u003eShopify live chat\u003c/span\u003e\u003c/a\u003e\u003ca href=\"/service/messaging/wordpress-live-chat/\" class=\"anchor anchor-small\" target=\"\"\u003e\u003cspan\u003eWordPress live chat\u003c/span\u003e\u003c/a\u003e ","tier-subheading":"最佳即時交談軟體指南\r\n","_edit_lock":"1713814784:5395","_edit_last":"5395","_wp_old_slug":"live-chat","last_modified_by":"wenniaoqu","canonical":"https://www.zendesk.tw/service/messaging/live-chat-software/","seoTitle":"13 年前 2023 大最佳即時交談軟體和 App","seoDescription":"使用行動裝置的即時交談軟體和 App，與您的客戶互動。在 Zendesk 免費試用，集中統整您所有的客戶對話。","seoImage":"https://web-assets.zendesk.com/images/social-share/zendesk-champions-of-customer-service-3.png","twitterImage":"https://web-assets.zendesk.com/images/social-share/zendesk-champions-of-customer-service-3.png","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","path":"/service/messaging/live-chat-software/","title":"實現最佳客戶對話的即時交談軟體","publishedAt":"2020-10-15 12:00:00","updatedAt":"2024-04-22 19:41:52","updatedAtFormatted":"2024年04月22日","content":"","related":[],"promo":null},"preview":false,"id":202166002,"locale":"tw"},"__lang":"tw","__namespaces":{"header":{"brand_logoname_blog":"Zendesk 部落格","newsroom":"新聞編輯室","brand_subtitle_newsroom":"公司訊息與聲明","marketplace":"Marketplace","arialabel_toggle":"切換至行動版功能表","arialabel_search":"搜尋","contact_us":"聯絡我們","primary_btn":"免費試用","primary_btn_blog":"開始免費試用","secondary_btn_pricing":"立即購買","secondary_btn_login":"登入","secondary_btn_demo":"觀看示範","return_to_homepage":"前往 Zendesk 首頁","newsroom_navlink_press_releases":"新聞稿","newsroom_navlink_media":"媒體資源","primary_btn_newsroom":"聯絡","dropdown_products":"產品","dropdowns_service_title":"適用於客戶服務的 Zendesk","dropdowns_service_subtitle":"完整的客戶服務解決方案","dropdowns_sell_title":"適用於銷售的 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是什麼","col_favorite_enterprise":"適用於企業的 Zendesk","col_favorite_smb":"適用於小型企業的 Zendesk","col_favorite_startups":"適用於新創公司的 Zendesk","col_favorite_benchmark":"Zendesk 基準","col_favorite_gartner":"Gartner CRM Magic Quadrant","col_favorite_cx_trends":"客戶體驗趨勢","col_favorite_what_is_crm":"什麼是 CRM？","col_favorite_crm":"CRM 軟體指南","col_favorite_experience_research_panel":"加入我們的研究小組","legal_cookie_notice":"Cookie 聲明","legal_terms_of_use":"使用條款","legal_privacy_notice":"隱私權聲明","legal_onetrust":"Cookie 設定","legal_impressum_de":"法律聲明","legal_slavery_statement":"現代奴役法案聲明","legal_trust_center":"信任中心","col_company_accessibility":"無障礙計劃","col_products_customer_service":"適用於客戶服務的 Zendesk","col_products_employee_service":"專為提升員工體驗打造的 Zendesk 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