Learn this operation skill, and it’s no problem to chat with 10 people at the same time
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When dozens of users and dozens of WeChat groups need us to respond and reply at the same time, how can we do it quickly and well? As an operator , the most important skill is to learn how to deal with users. Mr. Huang Youcan once shared a point of view at an operations summit: "User-oriented operations, I think will become more and more popular in the entire industry." He also shared an example: In the past, many operations positions, such as managing QQ groups, were often regarded as chores in the industry, but now, he believes that once a person is very good at user interaction, can make his presence very strong in this group, and make everyone like him, then such talents will become more and more popular in the industry. I strongly agree with Mr. Huang's point of view. Now that the dominance and status of Internet users have become increasingly stronger, all operational orientations have gradually shifted from being centered on "traffic" to being centered on "users." For example, it is becoming increasingly difficult to gain fans on WeChat . There are already about 10 million public accounts on the WeChat platform, and users have great autonomy. They can subscribe to any public account they like and unfollow any account they don’t like, even if it’s just because they don’t like the color scheme of the account’s articles. When it comes to user operations , at the most basic level, the most important thing is to communicate well with users, and a common scenario is online chatting. Whether this scene occurs in the early BBS, Tieba, later computer-based QQ groups, or current mobile QQ groups and WeChat groups. A qualified user operation often requires one person to communicate with multiple users online at the same time during work. Putting aside communication skills and personal charm, typing speed and reaction ability during communication alone are also a major test for user operations. What if we encounter some large-scale problems or a particularly popular event is launched, and dozens of users and dozens of WeChat groups need us to respond and reply at the same time, how can we do it quickly and well? Here, I would like to recommend to you an operation skill that I often use: reserve common phrases and make good use of quick replies. Some friends may think, what kind of skill is this, we always do this. But don’t be disappointed too soon, keep reading and you will learn a cooler skill. Reserve common phrases For questions that our users often ask, we can classify the questions according to the different functions of the platform and organize them in the form of questions and answers. For example, taking the UC Subscription Account product that I operate, the UC Subscription Account official website, as a media service platform, has complex functions and numerous rules. Therefore, we often receive various questions from users. For this purpose, we have established a manual of commonly used scripts, which is divided into issues such as user entry into the platform, user basic creation, user data, and user benefits according to different functions. Then under these categories, frequently asked questions are answered. In order to update this commonly used script manual in a timely manner, we have also set it up as an internal online version that supports multi-person collaboration, so new questions can be added and outdated questions and answers can be updated at any time. When we encounter user questions, we can give the user the appropriate answers directly. There are many online writing software, such as Google Sheets, Youdao Cloud Notes, Evernote, Graphite Docs, etc. Use quick replies wisely Here, I need to introduce the little trick of using quick replies, because this trick may increase the work efficiency of operations colleagues by more than ten times. The common steps for responding to user questions are to open the file of the commonly used script manual, then find the appropriate answer according to different category indexes, and then copy and paste it to the user. Generally speaking, the whole process will take at least 1 to 2 minutes. Although this method is already very simple, there is still room for improvement, that is to make good use of the "custom phrase" function of the input method to achieve quick replies in seconds. Here is a brief introduction on how to use this function. Take the latest version of Sogou Input Method as an example: (Solemnly declare that the author has not received any advertising fees from Sogou, it is purely a personal usage habit) The first step is to open the toolbox . Click the toolbox button on the far right of the input method skin. The second step is to open the familiar settings. Find a tool called "Property Settings" and click it to open it. The third step is to enter the custom phrase. Enter the input method property setting page and click "Advanced" on the far left. We can see a "Custom Phrase" function on the far right of the page. Step 4: Set a custom phrase. Click "Custom phrases" and then click "Add custom" to set a phrase for quick replies. Set the English abbreviation of this quick reply, its position in the candidates, and the text of the quick reply in sequence. This completes a reply with a "custom phrase". Taking my own profile as an example, I entered the English abbreviation "daxiong", and the personal profile I set previously popped up in the input method. I can then directly select it to reply. If you need to add multiple "custom phrases", you can click "Directly edit page profile" in the lower left corner of the page and add multiple custom phrases at once according to a fixed format. Although this operation needs to be set up in advance, it will take about 3 minutes. But once it is set up, it is very convenient to use later. Update some commonly used phrases into "Custom Phrases". When users ask relevant questions, just enter the English abbreviation code and you can reply immediately. With this quick reply technique, handling chats in more than ten windows becomes a piece of cake. I believe you will like this feature very much after you become proficient in using it. Remember to thank me when the time comes! The above is what I introduced to you about user operations, especially the operational skills when answering questions and communicating. Have you learned it? If you have any unique tools and techniques for chatting and communicating with users, you are welcome to communicate with me! Mobile application product promotion service: APP promotion service Qinggua Media information flow This article was compiled and published by @大雄说(Qinggua Media). Please indicate the author information and source when reprinting! |
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