CN101588311A - Method and system for submitting user questions through online customer service system - Google Patents
Method and system for submitting user questions through online customer service system Download PDFInfo
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- CN101588311A CN101588311A CNA2008101119614A CN200810111961A CN101588311A CN 101588311 A CN101588311 A CN 101588311A CN A2008101119614 A CNA2008101119614 A CN A2008101119614A CN 200810111961 A CN200810111961 A CN 200810111961A CN 101588311 A CN101588311 A CN 101588311A
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Abstract
The invention provides a method for submitting user questions through an online customer service system. The method comprises the following steps that: customer service personnel carry out session communication with a visitor, and sum up problem types and contents by chatting; customer service personnel establish a new problem under a problem list and select and submit a corresponding problem type, a dealing person and the priority to a customer service system server; the customer service system server sends the information to an instant communication server 2; and the instant communication server 2 generates an instant reminding message which is sent to a corresponding dealing person via the Internet. The method has the advantages that the problems of visitors are classified into different types under the problem list by the customer service personnel, so that other customer service personnel can look over identical problems conveniently, management and maintenance are convenient, and rapid feedback can be made; moreover, problem consultation and solving are facilitated.
Description
Technical field:
The present invention relates to computer software, network communication field, especially instant messaging particularly relates to a kind of method and system of submitting customer problem in online customer service to.
Background technology:
Customer service system all is based on phone or call center, and the client is by calling the call center that is linked into enterprise, and the call center to idle customer service personnel, carries out this call forwarding phone to this user and links up, the variety of issue that answer proposes then.But this traditional customer service system need to be equipped with multi-section phone cost height, the service place is restricted, and the contact staff can only man-to-manly serve in the same time, and service content and efficiency of service are restricted.
Along with networks development, the user communicates by network becomes important means, the application of instant messaging also more and more widely, answer variety of issue by online customer service system for the user at present, a lot of WEB ends all provide online customer service, after contact staff's login, seek advice from communication in real time by transferring immediate news with the client.
At present, online customer service personnel's main task is to answer variety of issue to the client, for the user provides better service, in the process that visitor and contact staff link up, the visitor can propose various problems, at each problem, the contact staff need do corresponding record, but does not have unified place management or classification to go to safeguard or arrangement. and the inconvenient later stage consults and sorts out.
Summary of the invention:
The present invention provides a kind of method at online customer service submission customer problem for addressing the above problem weak point, may further comprise the steps:
The first step, contact staff and visitor carry out session and link up;
In second step, the contact staff links up by chat, puts go wrong type and content in order;
In the 3rd step, the contact staff is newly-built problem under problem list, selects corresponding problem type and handler and priority, submits to the customer service system server then;
In the 4th step, the customer service system server sends to instant communication server 2 with this information, and instant communication server 2 generates instant alerts message and sends to corresponding handler by the Internet;
Realize the system of the described method of claim 1, comprise
User terminal, be used to transfer immediate news, and receive the instant message of customer service terminal to the customer service terminal;
The customer service terminal is used to handle the instant message from the user, and replys corresponding instant message;
Instant communication server 1 is used to finish the instant messaging between user terminal and the customer service terminal,
Instant communication server 2 is used to finish the instant messaging between customer service terminal and the customer service terminal, and
The customer service system server is used to receive instant communication server 1 and sends instant message about user terminal, and gives one of them customer service terminal with this forwards, and the instant message of the customer service terminal in future is transmitted to relevant user terminals,
Described customer service system server also comprises distribution module, is used to check the state of all customer service terminals, and gives one of them customer service terminal according to this state assignment, and this user terminal and this customer service terminal are connected,
The messages in mailbox module is used for receiving and the storage message;
Logging modle is used to write down the user terminal of described messages in mailbox module and the state of message;
Claim module, be used for, the customer service terminal that inserts is claimed according to customer service instant messaging account number and online customer service personnel's sign with the untreated message of logging modle;
Described customer service system server also comprises the issue handling module, is used for the preservation of problem, the classification management of problem, triggering problem and handler's answer.
Also comprise prompting module, be used to remind the handler to have problem to need to handle.
Advantage of the present invention:
1. the contact staff is according to visitor's problem, and arrangement ranges dissimilar problem list under, is convenient to other contact staff same problem checked that be convenient to management, maintenance feeds back to corresponding visitor fast.Also be convenient to consulting and processing to problem.
2. in visitor and customer service communication process, the variety of issue that the contact staff proposes at the visitor, the content that summarizing goes wrong, add the problem the inside to. this problem can make things convenient for contact staff's later stage to recover chat scenario by this chat scenario of auto-associating, better do corresponding record, and the problem of adding need be selected the handler, after submitting this problem to, corresponding handler can receive reminder message, remind the recipient to handle this problem, after issue handling finishes, can feed back to the contact staff, the contact staff is by feedback result, pays a return visit or notifies the visitor by other modes. and be convenient to the problem handler like this and in time learn and handle it.
3. the setting of priority is convenient to inform the problem handler, the eager degree that this problem need be answered.
Description of drawings:
Fig. 1 is the structural representation of online customer service of the present invention system;
Fig. 2 is the structural representation of customer service system server among this Fig. 1;
Fig. 3 is the flow chart that online customer service of the present invention is submitted the method for customer problem to.
Embodiment:
The function that the present invention realized: in visitor and customer service communication process, the variety of issue that the contact staff proposes at the visitor, the content that summarizing goes wrong, add the problem the inside to. this problem can make things convenient for contact staff's later stage to recover chat scenario by this chat scenario of auto-associating, better do corresponding record, and the problem of adding need be selected the handler, after submitting this problem to, corresponding handler can receive reminder message, remind the recipient to handle this problem, after issue handling finishes, can feed back to the contact staff, the contact staff is by feedback result, pays a return visit or notifies the visitor by other modes.
Elaborate below in conjunction with accompanying drawing,
As shown in Figure 1, a kind of system at online customer service submission customer problem comprises
User terminal is used for transferring immediate news to instant communication server 1, and receives the instant message that instant communication server 1 is replied.
The customer service terminal is used to receive the instant message that next customer service system server is sent, and replies to the customer service system server; Described client terminal simultaneously can with other client terminal instant messaging, also can with the user terminal instant messaging.
Instant communication server 1 is used to finish the instant messaging between user terminal and the customer service terminal; Instant communication server 1 also comprises memory module, is used to store the session content between user terminal and the customer service terminal.
Instant communication server 2 is used to finish the instant messaging between customer service terminal and the customer service terminal, and instant communication server 2 also comprises memory module, is used to store the session content between customer service terminal and the customer service terminal.
The customer service system server is used to receive instant communication server 1 and sends instant message about user terminal, and give one of them customer service terminal with this forwards, and the instant message of the customer service terminal in future is transmitted to relevant user terminals.
As shown in Figure 2, the customer service system server comprises
Distribution module, be used to check the state of all customer service terminals, described customer service SOT state of termination comprises normal condition, busy condition and exit status, and from the customer service terminal of normal condition, the client terminal of one of them normal condition is given in Random assignment, and this user terminal and this customer service terminal are connected.
The messages in mailbox module is used for receiving and the storage message;
Logging modle is used to write down the user terminal of described messages in mailbox module and the state of message;
Claim module, be used for, the customer service terminal that inserts is claimed according to the sign that overcomes instant messaging account number and online customer service personnel with the untreated message of logging modle;
Described customer service system server also comprises the issue handling module, is used for the preservation of problem, the classification management of problem, triggering problem and handler's answer.
Also comprise prompting module, be used to remind the handler to have problem to need to handle.
As shown in Figure 3, a kind of method at online customer service submission customer problem may further comprise the steps:
Link up 101. contact staff and visitor carry out session, promptly the contact staff logins customer service system, connects with the visitor, sends message mutually and carries out the session communication;
102. the contact staff links up by chat, puts go wrong type and content in order;
103. the contact staff is newly-built problem under problem list, selects corresponding problem type and handler and priority, submits to the customer service system server then;
104. the customer service system server sends to instant communication server 2 with this information, instant communication server 2 generates instant alerts message and sends to corresponding handler by the Internet;
After issue handling finished, the contact staff can receive corresponding reminder message, can view corresponding chat content, recover chat scenario, make answer then, feed back to the contact staff, the contact staff initiatively gets in touch the practicable solution that the visitor carries out problem according to result.
Claims (3)
1. submit the method for customer problem in online customer service for one kind, it is characterized in that: may further comprise the steps:
The first step, contact staff and visitor carry out session and link up;
In second step, the contact staff links up by chat, puts go wrong type and content in order;
In the 3rd step, the contact staff is newly-built problem under problem list, selects corresponding problem type and handler and priority, submits to the customer service system server then;
In the 4th step, the customer service system server sends to instant communication server 2 with this information, and instant communication server 2 generates instant alerts message and sends to corresponding handler by the Internet.
2. realize the system of the described method of claim 1, comprise
User terminal is used to transfer immediate news to the customer service terminal, and receives the instant message of customer service terminal;
The customer service terminal is used to handle the instant message from the user, and replys corresponding instant message;
Instant communication server 1 is used to finish the instant messaging between user terminal and the customer service terminal,
Instant communication server 2 is used to finish the instant messaging between customer service terminal and the customer service terminal, and
The customer service system server is used to receive instant communication server 1 and sends instant message about user terminal, and gives one of them customer service terminal with this forwards, and the instant message of the customer service terminal in future is transmitted to relevant user terminals,
Described customer service system server also comprises distribution module, is used to check the state of all customer service terminals, and gives one of them customer service terminal according to this state assignment, and this user terminal and this customer service terminal are connected,
The messages in mailbox module is used for receiving and the storage message;
Logging modle is used to write down the user terminal of described messages in mailbox module and the state of message;
Claim module, be used for, the customer service terminal that inserts is claimed according to customer service instant messaging account number and online customer service personnel's sign with the untreated message of logging modle;
It is characterized in that: described customer service system server also comprises the issue handling module, is used for the preservation of problem, the classification management of problem, triggering problem and handler's answer.
3. system according to claim 2 is characterized in that: also comprise prompting module, be used to remind the handler to need to handle problems.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2008101119614A CN101588311A (en) | 2008-05-19 | 2008-05-19 | Method and system for submitting user questions through online customer service system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2008101119614A CN101588311A (en) | 2008-05-19 | 2008-05-19 | Method and system for submitting user questions through online customer service system |
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| CN101588311A true CN101588311A (en) | 2009-11-25 |
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| CNA2008101119614A Pending CN101588311A (en) | 2008-05-19 | 2008-05-19 | Method and system for submitting user questions through online customer service system |
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Cited By (11)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102566863A (en) * | 2010-12-25 | 2012-07-11 | 上海量明科技发展有限公司 | Method and system for setting auxiliary area in instant messaging tool |
| CN102917075A (en) * | 2012-11-09 | 2013-02-06 | 北京奇虎科技有限公司 | Method and system for processing user request |
| CN103001853A (en) * | 2012-11-09 | 2013-03-27 | 北京奇虎科技有限公司 | Processing server |
| CN104468328A (en) * | 2014-11-28 | 2015-03-25 | 北京奇虎科技有限公司 | Information access processing method and device |
| CN105099859A (en) * | 2014-05-16 | 2015-11-25 | 中国移动通信集团陕西有限公司 | Report question-answering method and system |
| CN105471721A (en) * | 2015-12-31 | 2016-04-06 | 成都泛米科技有限公司 | Instant network communication method and system based on topic form |
| CN106326227A (en) * | 2015-06-17 | 2017-01-11 | 中兴通讯股份有限公司 | Method and device for providing online customer service |
| CN107332902A (en) * | 2017-06-29 | 2017-11-07 | 北京鸿联九五信息产业有限公司 | User's request distribution method, device and the computing device of online customer service system |
| CN108830541A (en) * | 2018-04-18 | 2018-11-16 | 链家网（北京）科技有限公司 | Issue management method and management system on a kind of line |
| CN112287087A (en) * | 2020-11-16 | 2021-01-29 | 重庆满集网络科技有限公司 | Customer service message display method and storage medium |
| CN114936866A (en) * | 2022-05-18 | 2022-08-23 | 中国平安财产保险股份有限公司 | Information processing method, information processing apparatus, server, and storage medium |
-
2008
- 2008-05-19 CN CNA2008101119614A patent/CN101588311A/en active Pending
Cited By (15)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102566863A (en) * | 2010-12-25 | 2012-07-11 | 上海量明科技发展有限公司 | Method and system for setting auxiliary area in instant messaging tool |
| CN102917075A (en) * | 2012-11-09 | 2013-02-06 | 北京奇虎科技有限公司 | Method and system for processing user request |
| CN103001853A (en) * | 2012-11-09 | 2013-03-27 | 北京奇虎科技有限公司 | Processing server |
| CN102917075B (en) * | 2012-11-09 | 2015-09-23 | 北京奇虎科技有限公司 | User's request processing method and system |
| CN103001853B (en) * | 2012-11-09 | 2015-10-07 | 北京奇虎科技有限公司 | Processing server |
| CN105099859B (en) * | 2014-05-16 | 2019-02-26 | 中国移动通信集团陕西有限公司 | A kind of report is answerred questions method and system |
| CN105099859A (en) * | 2014-05-16 | 2015-11-25 | 中国移动通信集团陕西有限公司 | Report question-answering method and system |
| CN104468328A (en) * | 2014-11-28 | 2015-03-25 | 北京奇虎科技有限公司 | Information access processing method and device |
| CN106326227A (en) * | 2015-06-17 | 2017-01-11 | 中兴通讯股份有限公司 | Method and device for providing online customer service |
| CN105471721A (en) * | 2015-12-31 | 2016-04-06 | 成都泛米科技有限公司 | Instant network communication method and system based on topic form |
| CN107332902A (en) * | 2017-06-29 | 2017-11-07 | 北京鸿联九五信息产业有限公司 | User's request distribution method, device and the computing device of online customer service system |
| CN107332902B (en) * | 2017-06-29 | 2018-05-29 | 北京鸿联九五信息产业有限公司 | The user of online customer service system asks distribution method, device and computing device |
| CN108830541A (en) * | 2018-04-18 | 2018-11-16 | 链家网（北京）科技有限公司 | Issue management method and management system on a kind of line |
| CN112287087A (en) * | 2020-11-16 | 2021-01-29 | 重庆满集网络科技有限公司 | Customer service message display method and storage medium |
| CN114936866A (en) * | 2022-05-18 | 2022-08-23 | 中国平安财产保险股份有限公司 | Information processing method, information processing apparatus, server, and storage medium |
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Open date: 20091125 |