CN100353359C - Processing method and system for customer service - Google Patents
Processing method and system for customer service Download PDFInfo
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- CN100353359C CN100353359C CNB011402776A CN01140277A CN100353359C CN 100353359 C CN100353359 C CN 100353359C CN B011402776 A CNB011402776 A CN B011402776A CN 01140277 A CN01140277 A CN 01140277A CN 100353359 C CN100353359 C CN 100353359C
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Abstract
The present invention relates to a processing method and a system for customer service, which can be applied to the processing of reply mails of customers. A message processing person enters a server to obtain the information of the customers by a service server, and interacts and communicates with the customers. When the customers start data input modules of movable electronic devices, a data input form is displayed on a display screen for the customers to input related data. If the electronic devices judge that the customers press message outgoing keys, inputted messages are transmitted to the service server, and customer information records which correspond to the communication door numbers of the customers are established by the server according to received data and are stored in a customer service database. So, except that the paper improvement and the mail reply are inconvenient, the customer data stored in the database provides the opinion communication for the message processing person with the customers, and the server transports questionnaire surveys to the electronic devices of the customers according to the customer data in the database. Results of the questionnaire surveys are received by the server to make calculation, and the results are transferred to providers who provide the data of the questionnaire surveys and the customers.
Description
Technical field
The present invention relates to a kind of disposal route and system of customer service, more detailed it, be immediacy, convenience, saving paper consumption are provided and save manpower and carry out client the reply disposal route and the system of the customer service handled about a kind of, allow the dealer know the relative merits of the source of customers, customer demand and product with this, so that the dealer develops more welcome, more excellent product.
Background technology
The common product dealer all can enclose client letter in reply in the packing of product, allow the client fill in that the back mailing is returned so that the dealer learns reception degree and the suggestion to this product of the customer data of buying this product, client with this.Yet this client replies to be needed to handle via general mailing, thereby increases client's burden and inconvenience, makes the dealer can't grasp each product customer information after sale really, loses the chance with client connection; Moreover this kind, more expends time in and manpower except wasting resource and increasing the environmental pressure with the interaction mode of paper contact.
And flourish along with the wireless telecommunications networking makes in the middle of the user of PDA and mobile phone constantly increases fast, and therefore, the application service that the wireless telecommunications networking can provide will become a very important problem.So how the employing wireless communication network provides a kind of disposal route and system of customer service, with this promote enterprise in product development advantage and promote enterprise and chance that client connection exchanges, promptly be the solution that need provide at present.
Summary of the invention
The shortcoming of prior art in view of the above, fundamental purpose of the present invention is to provide a kind of disposal route and system of customer service, in order to provide product dealer and client each side effectively to handle client's letter in reply, and the problem and the suggestion that allow the product dealer reply the client in real time to be proposed, and make the product dealer understand product weakness and advantage, with this as the reference in the product development.
Another object of the present invention is to provide a kind of disposal route and system of customer service, in order to a kind of survey mechanism to be provided, set up exchange and interdynamic between product dealer and client with this.
A further object of the present invention is to provide a kind of disposal route and system of customer service, allows the product dealer promote the sale of products and the client is provided a kind of subscribed services easily to the client with this.
The disposal route of customer service of the present invention, be by a service server, making message handle the dealer logins in this service server to obtain client-related information, allowing message handle the dealer with this produces interaction with client both sides and exchanges, it comprises the following steps: that (1) is when the client opens the built-in customer data load module of electronic apparatus, make to show customer data input forms on the display screen of electronic apparatus, for the client according to this forms input client related data; (2) electronic apparatus judges whether the user presses message and spread out of key, if the time, be about to the relevent information that the client will import and reach in the service server, and carry out step (3) by communication network, otherwise if still carry out this step (2) when not pressing; And (3) this service server is set up from the data that the client imported according to reception and this client's a mobile communication door number corresponding customer data record, and it is stored in the Customer Service Information storehouse.So, can handle the dealer for message and read these a little records with as the reference in the product development, and can for example mobile communication door number or e-mail address exchange with the transmission that this client carries out the product message according to the communication data in each customer data record, for example transmit product catalog forms to client's electronic apparatus, make the client learn present product message, and also can provide the client to carry out the service of product subscription on the line, or the survey data is imported in this service server by other relevant institutional settings, make service server transmit the electronic apparatus of survey data to the client according to the record of the customer data in the Customer Service Information storehouse, and receive from investigation result that the client imported and with each investigation result by this service server and to calculate, then, result of calculation is passed to the supplier and the client of survey data.
The present invention also provides a kind of disposal system of customer service, comprising: a communication network, transmit the pipeline of message in order to the client who uses an electronic apparatus to be provided; One electronic apparatus, itself and this communication network links, and uses for the client and imports message and send message processing dealer to by this communication network, and handle the message that the dealer is transmitted in order to receive by message, wherein, the built-in customer data load module of this electronic apparatus; An and service server, in order to the message of being transmitted in the communication network is handled, handle dealer each side in order to the client who is positioned at this electronic apparatus and the message that is positioned at an end device that links with this service server and can obtain both sides' message, wherein, open the customer data load module of this electronic apparatus as the client after, make and show customer data input forms on this electronic apparatus, import client's basic document for the client according to these customer data input forms, and import in this service server by client's basic document of this communication network with client's input, and set up a customer data record by client's basic document that this service server transmits according to the mobile communication door of this electronic apparatus number and client, and it is stored in the Customer Service Information storehouse of this service server, handle the dealer for message and read.
In other words, the disposal system of customer service of the present invention comprises a communication network, handles the pipeline of transmission both sides message between dealer and the client in order to message to be provided; One electronic apparatus, it can have network connections with this communication network and handle, use for the client who uses this electronic apparatus and import client's relevent information, and send message processing dealer to by this communication network, and in order to receive the message that transmits by the dealer; An and service server, handle in order to client and the dealer's message that will be transmitted in the communication network, can obtain the message that both sides import in order to client and dealer each side, it has a transmission/receiving processing module that links with this communication network, in order to receive request and the message that client or dealer imported, carry out corresponding processing with the request that receives according to this, and resulting result sends client or dealer to after will handling; One with the data acquisition module of this transmissions/receiving processing module binding, in order to acquisition by the received message that transmits from client or dealer of transmission/receiving processing module, wherein, when importing client's related data and press message set on this electronic apparatus by the customer data load module of this electronic apparatus, the client spreads out of key, this transmission/receiving processing module is received after customer data that the client imports sends request, make the DAQ module according to the customer data that receives and this customer data send mobile communication door contained in the request number set up one with this mobile communication door corresponding client data logging; And one and the Customer Service Information storehouse that links of this DAQ module, in order to store many customer data records of being set up by this DAQ module, read customer information for the dealer.
In another embodiment, also store many problems and suggestion data logging in the Customer Service Information storehouse of this service server, and have a problem and suggestion load module in this electronic apparatus, wherein, open the problem and suggestion load module of this electronic apparatus as the client after, make and show on the display screen of this electronic apparatus that a problem or suggestion input forms import problem or suggestion message for the client, when the message of importing message and pressing this electronic apparatus as the client spreads out of key, and after making this transmission/receiving processing module receive the problem or suggestion requests that the client imports, make the DAQ module according to the problem that receives or suggestion related data and this problem or suggestion send mobile communication door contained in the request number set up one with number corresponding problem of this mobile communication door with advise data logging, and it is stored in the Customer Service Information storehouse, allow the dealer login this service server and read not the problem and suggestion data logging of replying with this, and replied and this restore message is sent in client's the electronic apparatus.
In an embodiment again, this service server also comprises an analysis and processing module, and also store many styles record that consults reference materials in this Customer Service Information storehouse, wherein, this survey data record is the new product distribution message that for example comprises that the product dealer is provided, by the relevant current events investigation message that general institutional settings proposed ... Deng the survey data, by communication network this survey data is reached on client's the electronic apparatus by this service server with this, import the survey message and it is returned to transmission/receiving processing module for the client, afterwards, promptly obtain investigation result according to the survey message that receives by this analysis and processing module, for example promote message survey data and obtain the degree that the client likes according to new product, obtain objective poll result according to relevant current events investigation message survey data ... Deng, carry out the operation of a period of time in this analysis and processing module after, promptly investigation result is passed on client's the electronic apparatus, provided a kind of immediacy with this by transmission/receiving processing module, convenience, save paper consumption and save the questionnaire disposal route that manpower is investigated and added up.
Therefore, disposal system by customer service of the present invention makes the client must not handle client's letter in reply with traditional paper and traditional mailing way, and allow the client open in the electronic apparatus (for example mobile phone) built-in client reply function with the customer data of input required input, and press message in this electronic apparatus and spread out of customer data that key receives service server to transmit from the client to set up a customer data record.So, except the transmission that allows the client finish client letter in reply easily handle and allow the dealer can be fast, set up the customer data its more a kind of disposal system that the customer service of tool survey, Product Marketing and product subscription function is provided with can saving manpower.
Description of drawings
For above and other objects of the present invention, feature and advantage can be become apparent, will with preferred embodiment, and conjunction with figs. describes embodiments of the invention in detail, the content Description of accompanying drawing is as follows:
Fig. 1 is a system architecture calcspar, and it shows the system architecture calcspar of an embodiment of the disposal system of customer service of the present invention;
Fig. 2 is a system architecture calcspar, and it shows the system architecture calcspar of another embodiment of the disposal system of customer service of the present invention;
Fig. 3 (A) and Fig. 3 (B) are in order to stored content in the Customer Service Information storehouse in the displayed map 1; And
Fig. 4 (A) to Fig. 4 (D) be the disposal system of using customer service of the present invention in order to explanation, with the process step of the disposal route of carrying out customer service.
Symbol description among the figure:
1 client, 2 product dealers
The disposal system of 3 communication networks, 4 customer services
10 mobile phones, 40 transmission/receiving processing modules
30 network systems, 31 format conversion interfaces
41 DAQ modules, 42 Customer Service Information storehouses
43 search module
420,430,431,432 client's basic document records
421,440,441,442 problems and suggestion data logging
422 survey data records
Embodiment
See also Fig. 1, system architecture calcspar in order to an embodiment of the disposal system that shows customer service of the present invention, the disposal system of the customer service of present embodiment comprises electronic apparatus mobile phone 10 as shown in the figure, one communication network 3 and a service server 4, use and handle the dealer for the message as this mobile phone 10 dealers (not icon) and login in this service server 4 obtaining the client's 1 who uses this mobile phone 10 relevant information, with this allow the client 1 and the mobile phone dealer of this mobile phone 10 of uses (or purchase) reach both sides by a service server 4 interaction with exchange.In the following explanation, will be used as the embodiment of the disposal route and the system of customer service of the present invention with mobile phone dealer and the client who uses this mobile phone.
This communication network 3 is by mobile phone dealer, mobile phone dealer, Internet Service Provider (ISP) ... etc. the wireless telecommunications networking that relevant dealer provided, and the common construction of the wired network system 30 (for example world-wide web) that is provided by the website dealer that various information and service are provided.Wherein, because client's 1 mobile phone 10 can be set up binding with mutual arq message with this service server 4 by communication network 3, therefore, generally can in this communication network 3, be provided with a format conversion interface 31, in order to the data formats of Webpage material format conversion for supplying to show on client's 1 mobile phone 10 with this service server 4 transmitted, and the message that mobile phone 10 is spread out of is converted to the Webpage material form that can handle for service server 4, for example this format conversion interface 31 is a Wireless Application Protocol Gateway lock (Wireless Application Protocol Gateway; WAPGateway is designated hereinafter simply as the WAP gateway device), under the framework by this communication network 3, make service server 4 except the data transport service that original world-wide web is provided, more can support the function of mobile phone 10 online access network resources.Because wap protocol is existing communication architecture, not therefore following will it not being described in further detail.
Have a client reply load module 100 and a problem or suggestion load module 101 in this mobile phone 10, open and the input relevent information for client 1, and after pressing message set on the mobile phone 10 and spreading out of key, the message that client 1 can be imported is imported in the service server 4 via communication network 3 and is stored.And this service server 4 comprises a transmission/receiving processing module 40, a DAQ module 41, a Customer Service Information storehouse 42 and a search module 43.
This transmission/receiving processing module 40 in order to receive client 1 by mobile phone 10 or mobile phone dealer (not icon) by an end device (icon not, a computer installation for example) request and the message of being imported, carry out corresponding processing with the request that receives according to this, wherein, after client's 1 starting hand-set 10 built-in clients reply load module 100, mobile phone 10 promptly shows the client data forms (not icon) of replying, have one and this client replies on the data forms and comprise customer name, the client gets in touch with number, mobile phone, address and e-mail address, input news frame Deng client's basic document, one comprises the product purchase date, the product type, the product dealer, input news frame Deng the product purchase basic document, and one product use the product of problem or product suggestion item to use the input news frame of response data, for client 1 according to this client data forms input related data of replying.When client 1 finish input and press message that mobile phone 10 is provided with spread out of key (not icon) after, after making this transmission/receiving processing module 40 can receive these a little messages that client 1 transmitted, even DAQ module 41 No. 10 is inserted in those messages to set up reply data logging 420 and it is stored in the Customer Service Information storehouse 42 of a client according to the mobile communication door of this mobile phone.Therefore, compared to the mailing processing mode of existing customer's letter in reply, handle the client by the disposal system of customer service of the present invention and reply comparatively real-time and convenient really.
In addition, after client's 1 starting hand-set 10 built-in problem or suggestion load module 101, mobile phone 10 promptly shows a problem or suggestion input forms (not icon), and give the input problem and advise message, after waiting to import, after client 1 presses message that mobile phone 10 is provided with and spreads out of key (not icon), after making this transmission/receiving processing module 40 can receive these a little messages that client 1 transmitted, even DAQ module 41 according to the mobile communication door of this mobile phone No. 10 with and these a little messages of being transmitted set up a problem and suggestion data logging 421, and it is inserted an exclusive question number, afterwards, being about to it is stored in the Customer Service Information storehouse 42.Afterwards, also can irregularly make search module 43 in Customer Service Information storehouse 42, find out problem and suggestion data logging 421 that the mobile phone dealer did not reply by this service server 4, to send the problem and suggestion data logging 421 that E-mail informs that the mobile phone dealer does not reply by service server 4, or login this service server 4 voluntarily and in Customer Service Information storehouse 42, download the problem and suggestion data logging 421 do not reply by the mobile phone dealer, afterwards, after treating the mobile phone dealer data logging 421 finishing answer with suggestion to this problem, make this search module 43 obtain this problem and suggestion data logging 421 and number transmit this answer result to client 1 mobile phone 10 according to the mobile communication door of client I by transmission/receiving processing module 40.Therefore, disposal system by customer service of the present invention, because problem that service server 4 is transmitted according to client's 1 mobile phone 10 and suggestion message and in Customer Service Information storehouse 42, set up a problem and suggestion data logging 421, so, the mobile phone dealer can login in this service server 4 and download each problem and suggestion data logging 421, obtain the problem that the suggestion of 1 pair of this mobile phone of each client and this product use easily with this, with as the reference on the mobile phone development.
See also Fig. 2, system architecture calcspar in order to another embodiment of the disposal system that shows customer service of the present invention, it is noted that, for simplifying accompanying drawing and explanation, in the disposal system of the customer service of present embodiment with the same architecture shown in Fig. 1, for example mobile phone 10, communication network 3, transmission/receiving processing module 40, data acquisition module 41, search module 43 or the like are with not repeat specification.Wherein, this service server 4 also comprise an analysis and processing module 44 and in this Customer Service Information storehouse 42, store many styles consult reference materials the record 422, wherein, this survey data record 422 is the new product distribution messages that for example comprise that mobile phone dealer or other products dealer are provided, by the relevant current events investigation message (as the election survey data) that general institutional settings proposed ... Deng the survey data that is provided by survey data supplier 2, by communication network 3 this survey data passed to client 1 mobile phone 10 by this service server 4 according to the reply mobile communication door number of the client 1 in the data logging 420 of client with this, to make client's 1 input survey message, after waiting to import, after client 1 presses message that mobile phone 10 is provided with and spreads out of key (not icon), be returned to transmission/receiving processing module 40 with survey message with input, then obtain investigation result according to the survey message that receives by this analysis and processing module 40, for example promote message survey data and obtain the degree that the client likes according to new product, obtain objective poll according to relevant current events investigation message survey data ... Deng, after this analysis and processing module 44 was carried out the operation of a period of times, transmission/receiving processing module 40 was passed to this survey result by communication network 3 client 1 mobile phone 10 according to the reply mobile communication door number of client 1 in the data logging 420 of client.Therefore, can provide a kind of by the disposal system of customer service of the present invention has immediacy, convenience and saves paper consumption and save the questionnaire disposal route that manpower is investigated and added up.
Then, see also Fig. 3 (A) and 3 (B), it is in order to stored content in the Customer Service Information storehouse 42 of displayed map 1.Wherein, this Fig. 3 (A) is in order to illustrate in this Customer Service Information storehouse 42 each client included memory structure in the data logging 420 of replying; And this Fig. 3 (B) is in order to illustrate in this Customer Service Information storehouse 42 included memory structure in each problem and the suggestion data logging 421.
Shown in Fig. 3 (A), many clients reply data logging (430,431,432 ..., etc.) client all transmitted by mobile phone 10 by client 1 data of replying, wherein, as the reply identification code of data logging of each client, allow the mobile phone dealer transmit the updated signals (for example relevant with this product research and development are delivered and activity) of relevant this product aperiodically in real time by communication network 3 according to this mobile phone and product type with each client's Mobile Directory Number and product type with this.
Shown in Fig. 3 (B), many problems and suggestion data logging (440,441,442 ..., etc.) its product problem imported or suggestion are sent in the service server 4 by mobile phone 10 by client 1 in advance, afterwards, promptly the problem that transmits according to client's action open gate number and client by transmission/receiving processing module 40 with set up a problem and advise data logging, and be inserted into an exclusive question number.As shown in the figure, the data field position of " problem content " is in order to store problem or the suggestion that client 1 is transmitted, and problem or suggestion that the data field position of being somebody's turn to do " reply content " is replied in order to storage mobile phone dealer, wherein, after treating that the mobile phone dealer replys a problem or suggestion, promptly number transmit the problem or the suggestion of this answer according to the client's of proposition this problem or suggestion mobile communication door by transmissions/receiving processing module 40.
Therefore, disposal system by customer service of the present invention can be kept the closer interaction between client 1 and the mobile phone dealer except allowing, the demand that more makes the mobile phone dealer grasp 1 pair of product of client is really developed quality product, and allows client 1 obtain answer.
See also Fig. 4 (A) to Fig. 4 (D) be the disposal system of using customer service of the present invention in order to explanation, with the process step of the disposal route of carrying out customer service.
At first, now, consult Fig. 1, Fig. 4 (A), Fig. 4 (B) and Fig. 4 (C) to cooperate following explanation.As Fig. 4 (A), after client's 1 starting hand-set 10 built-in clients reply load module 100, carry out step S1 immediately, show the client forms (not icon) of replying on client 1 the mobile phone 10, for client 1 according to this client reply the forms input comprise customer name, client get in touch with number, mobile phone, address and e-mail address ..., etc. client's basic document of input news frame; Product purchase date, product type, product dealer ..., etc. the product purchase basic document of input news frame and product use problem or product suggestion item ..., etc. the product of input news frame use the response data, then carry out step S2.
At step S2, the message whether client 1 presses on the mobile phone 10 spreads out of key (not icon), if when pressing, promptly carries out step S3; Otherwise return this step S2.
At step S3, make DAQ module 41 obtain client that client 1 transmits client's basic document, product purchase basic document and the product of being imported in the forms of replying by transmission/receiving processing module 40 and use the response data, and set up the client data logging 420 of replying, and it is stored in the Customer Service Information storehouse 42 according to these a little data that the mobile communication door of this client's 1 mobile phone No. 10 and client are transmitted.
Therefore, can improve the inconvenience that existing customer's letter in reply is write with paper and the tradition mailing is brought by above-mentioned processing mode.
Then, shown in Fig. 4 (B), after client's 1 starting hand-set 10 built-in problem or suggestion load module 101, carry out step S4 immediately, show a problem or suggestion input forms (not icon) on client 1 the mobile phone 10, according to this problem or suggestion input forms input problem or suggestion item, then carry out step S5 for client 1.
At step S5, the message whether client 1 presses on the mobile phone 10 spreads out of key (not icon), if when pressing, promptly carries out step S6; Otherwise return this step S5.
At step S6, make DAQ module 41 obtain problem or the suggestion data of being imported in problem that client 1 transmits or the suggestion input forms by transmission/receiving processing module 40, and set up a problem and suggestion data logging 421 according to the mobile communication door of this client's 1 mobile phone No. 10 and data that the client imported, and give a question number, and it is stored in the Customer Service Information storehouse 42.
Then, shown in Fig. 4 (C), after the mobile phone dealer logins service server and proposes a problem or advise the answer request, carry out step S10 immediately, after receiving the problem or suggestion requests that is transmitted from the mobile phone dealer by transmission/receiving processing module 40, even search module 43 is looked for the problem and suggestion data logging 421 of not replying from Customer Service Information storehouse 42, and send it to mobile phone dealer, then carry out step S11.
In step S11, by transmission/receiving processing module 40 this problem of not replying and suggestion data logging 421 are passed to the mobile phone dealer, and reply not the problem and suggestion data logging 421 of replying one by one by the mobile phone dealer, and the problem that will finish answer passes back in the service server 4 with suggestion answer data, then carries out step S12.
In step S12, when transmission/receiving processing module 40 receives after answer that the mobile phone dealer transmitted finishes request, the question number of being finished in the request to be comprised according to this answer by search module 43 is found out relative with it problem and suggestion data logging 421 in Customer Service Information storehouse 42, insert this problem of finding out and advise in the data logging 421 with suggestion answer data DAQ module 41 is obtained the problem of being imported from the mobile phone dealer, and it is stored in Customer Service Information storehouse 42, the person of connecing carries out step S13.
In step S13, make search module 43 find out this problem and suggestion included mobile communication door number in the data logging 421, number this problem of finishing answer is reached client 1 mobile phone 10 with advising data logging 421 according to this mobile communication door that finds by transmissions/receiving processing module 40.
Moreover, consult Fig. 2 and Fig. 4 (D) now to cooperate following explanation.Shown in Fig. 4 (D), as mobile phone dealer or a survey supplier a 2 (bookman for example, it proposes the survey of favorable rating to a certain books) propose a survey data and send request after, carry out step S20 immediately, when transmission/receiving processing module 40 receives after survey data that mobile phone dealer or survey supplier 2 transmitted sends request, make DAQ module 41 send the contained survey data (not icon) of request and give a corresponding investigation result storage field according to survey data, with set up a style consult reference materials the record 422, and it is stored in the Customer Service Information storehouse 42, then carry out step S21.
In step S21, make search module 43 in the client in Customer Service Information storehouse 42 replies data logging 420, look for each client's 1 mobile communication door number, transmission/receiving processing module 40 is reached DAQ module 41 stored survey data records 422 on client 1 the mobile phone 10 according to this mobile communication door number, then carry out step S22.
In step S22, service server 4 judges that whether client 1 is transmitted one and replied the investigation result request, if sometimes, promptly carries out step S23; Otherwise return this step S22.
In step S23, after receiving the answer investigation result request that client 1 transmitted by mobile phone 10 by transmission/receiving processing module 40, carry out computing by analysis and processing module 44 according to included investigation result in this answer investigation result request, and operation result is stored in this style record 422 pairing investigation results that consult reference materials stores in the fields, then carry out step S24.
In step S24, the mobile communication door that makes the client of search module 43 in Customer Service Information storehouse 42 reply looking for each client 1 in the data logging 420 number makes transmission/receiving processing module 40 according to this mobile communication door number and the investigation result that analysis and processing module 44 calculated and stored is reached in client 1 the mobile phone 10.
In addition, in the mobile phone 10 of mobile phone dealer or survey supplier's 2 survey data being delivered to each client 1 by aforesaid way (being that step S20 is to step S24) so as each client 1 input separately the investigation suggestion so that this service server 4 obtain objectively the poll result, the mobile phone dealer also can reach the development product catalog in client 1 the mobile phone 10 in the forms mode, allow client 1 learn outside the present product message with this, more can on these product catalog forms, import subscription request, then, the product catalog forms that to import subscription request via communication network 3 are sent in the service server 4, in this Customer Service Information storehouse 42, to set up a product subscription data logging (not icon), so, can allow the mobile phone dealer who logins in this service server 4 obtain ordered message, thereby, improved existing sheet paper products catalog and paper order form inconvenience and also can reduce cost.
It is noted that, the service server 4 in the disposal system of customer service of the present invention also can according to the client reply in the data logging 420 included E-mail address send general Email with client's 1 communication.In addition, client 1 is not only carried out outside the interaction with the dealer by mobile phone 10, also can be by PDA.Therefore, disposal route and system by customer service of the present invention, a kind of convenience between client 1 and the mobile phone dealer, real-time exchange and interdynamic mode are provided, make the mobile phone dealer develop more welcome, more excellent product with this, and line of communication between mobile phone dealer and the client 1 has more furthered.
In addition, this service server 4 is except being come the construction by the mobile phone dealer in the foregoing description, also can be by mobile phone dealer, Internet Service Provider (ISP), product dealer ... etc. the construction of relevant dealer institute, wherein, if the client is after this mobile phone dealer applies for a communication door number, can by this mobile phone dealer according to this communication door number set up one with this communication door number corresponding customer data record; In addition, apply for asymmetrical digital user line (Asymmetric Digital Subscriber Line to this Internet Service Provider as if the client; ADSL) during the service of online, promptly apply for giving information of ADSL service on net and in service server, set up a customer data record wherein, promptly have this client's mobile communication door number in this customer data record according to the client by this Internet Service Provider; Moreover, if after the product dealer sells a product and gives the client, login this service server is bought the client of this product with input mobile communication door number by this product dealer, to set up one and this communication door number corresponding customer data record.Therefore, when each dealer according to stored customer data record in the service server separately, and after setting up data transmission and link with the employed electronic apparatus of each client (for example mobile phone) by communication network 3, can carry out the introduction of product catalog and order or survey as the foregoing description ... Deng service, provide message to handle the disposal route and the system of dealer and a kind of with no paper processing of client both sides, saving manpower and the customer service in shortening processing time really.The above only is preferred embodiment of the present invention, be not in order to limit the scope of essence technology contents of the present invention, stored data logging in the Customer Service Information storehouse 42 of above-mentioned Fig. 1 for example, and, be not limited only to have this a little forms at the memory structure of these a little data loggings shown in Fig. 3 (A) and 3 (B); Moreover client 1 also can pass through information equipments such as a PDA or computer installation except with mobile phone 10 and the service server 4 transmission data; In addition, the service server 4 in the foregoing description also can be by mobile phone dealer, Internet Service Provider (ISP), product dealer except being come the construction by the mobile phone dealer ... etc. relevant dealer's construction.Essence technology contents of the present invention broadly is defined in claims; any technology entity or method that other people are finished; if identical with the definien of claims institute, or be the change of same equivalence, all will be regarded as being covered by among the protection domain of this patent.
Claims (30)
1. the disposal route of a customer service, it comprises the following steps:
The built-in customer data load module of (1) one electronic apparatus;
(2) after the client opens the customer data load module of this electronic apparatus, make on this electronic apparatus to show customer data input forms, for the client according to this customer data forms input data;
(3) this electronic apparatus judges that the message whether client presses on this electronic apparatus spreads out of key, if when pressing, promptly carries out step (4); Otherwise return this step (3); And
(4) via a communication network message that this electronic apparatus transmitted is imported in the service server, so that data that the client was imported number is set up a customer data record relative with it according to the mobile communication door of this electronic apparatus, and it is stored in the Customer Service Information storehouse of this service server.
2. the disposal route of customer service according to claim 1, it is characterized in that: in this step (2), comprise that by the data that the client imported one has client's basic document that customer name, client are got in touch with number, mobile phone, address and e-mail address.
3. the disposal route of customer service according to claim 2 is characterized in that: the data that this client imported comprises that also a product purchase basic document and the product with product purchase date, product type and product dealer uses problem or product suggestion item.
4. the disposal route of customer service according to claim 1, it is characterized in that: after step (4), the disposal route of this customer service also comprises:
(5) built-in problem of this electronic apparatus or suggestion load module;
(6) after the client opens the problem or suggestion load module of this electronic apparatus, demonstration one problem or suggestion input forms on this electronic apparatus are imported problem or suggestion item for the client according to this problem or suggestion input forms;
(7) this electronic apparatus judges that the message whether client presses on this electronic apparatus spreads out of key, if when pressing, promptly carries out step (8); Otherwise return this step (7); And
(8) via a communication network message that this electronic apparatus transmitted is imported in this service server, so that problem that the client was imported or suggestion number are set up a problem relative with it and advised data logging according to the mobile communication door of this electronic apparatus, and it is stored in the Customer Service Information storehouse of this service server.
5. the disposal route of customer service according to claim 4 is characterized in that: in this step (8), this service server gives a question number according to a problem and suggestion data logging, and also comprises after this step (8):
(9) receive after message handles the dealer and transmit a problem or suggestion and reply request when this service server, promptly look for the problem and suggestion data logging of not replying, and it is sent on message processing dealer's the end device by this communication network from this Customer Service Information storehouse;
(10) after problem that this service server is not replied this and suggestion data logging reach message and handle dealer's end device, handle the dealer by message and reply the problem and suggestion data logging of not replying one by one, and the problem that will finish answer is passed back in this service server by this communication network with suggestion answer data;
(11) receive after message handles answer that the dealer transmits and finish request when this service server, finish question number that request comprises according to this answer and in this Customer Service Information storehouse, find out relative with it problem and suggestion data logging, insert in this problem of finding out and the suggestion data logging handling problem that the dealer imported and suggestion answer data, and it is stored in this Customer Service Information storehouse from message; And
(12) find out this problem and suggestion included mobile communication door number in the data logging by this service server, this problem of finishing answer and suggestion data logging are reached client's electronic apparatus with the mobile communication door that finds according to this number.
6. the disposal route of customer service according to claim 1, it is characterized in that: after step (4), the disposal route of this customer service also comprises:
(5) handling the dealer by message logins in this service server and sends request to propose a survey data;
(6) receive after this message handles survey data that the dealer transmits and send request when this service server, promptly give a corresponding investigation result and store field according to received survey data, setting up the style record that consults reference materials, and it is stored in this Customer Service Information storehouse;
(7) in the customer data in this Customer Service Information storehouse record, look for each client's mobile communication door number by this service server, this survey data record is reached on client's the electronic apparatus according to this mobile communication door number;
(8) judge that by this service server whether the client is transmitted one and replied the investigation result request, if sometimes, promptly carries out step (9); Otherwise return this step (8); And
(9) by this service server receive the client by the answer investigation result request that electronic apparatus transmitted after, promptly carry out computing, and operation result is stored in this style pairing investigation result of record that consults reference materials stores in the field according to included investigation result in this answer investigation result request.
7. the disposal route of customer service according to claim 6, it is characterized in that: after step (9), by the mobile communication door of looking for each client in the customer data record of this service server in this Customer Service Information storehouse number, reach on client's the electronic apparatus with the investigation result that will calculate and store according to this mobile communication door number.
8. the disposal route of customer service according to claim 6, it is characterized in that: the dealer of electronic apparatus logins in this service server to import a product catalog data, and by service server this product catalog data is sent to by communication network on client's the electronic apparatus, provide the service of product subscription on a kind of line of client with this.
9. the disposal route of customer service according to claim 1, it is characterized in that: this service server is by mobile phone dealer, mobile phone dealer, Internet Service Provider or the construction of product manufacturing industry person institute.
10. the disposal route of customer service according to claim 5, it is characterized in that: this end device is a computer installation.
11. the disposal route of customer service according to claim 1 is characterized in that: this electronic apparatus is a mobile phone.
12. the disposal route of customer service according to claim 1 is characterized in that: this electronic apparatus is a personal digital assistant.
13. the disposal route of customer service according to claim 1 is characterized in that: this communication network comprises wireless telecommunications networking and wired network system.
14. the disposal route of customer service according to claim 13, it is characterized in that: this wireless telecommunications networking is provided with a format conversion interface, in order to Webpage material format conversion that this service server transmitted for for the data formats that shows on client's the electronic apparatus, and the message that this electronic apparatus spread out of is converted to the Webpage material form of handling for this service server.
15. the disposal route of customer service according to claim 14 is characterized in that: this format conversion interface is a Wireless Application Protocol Gateway.
16. the disposal route of customer service according to claim 13 is characterized in that: this wired network system is a world-wide web or enterprise network.
17. the disposal system of a customer service comprises:
One communication network transmits the pipeline of message in order to the client who uses an electronic apparatus to be provided;
One electronic apparatus, itself and this communication network links, and uses for the client and imports message and send message processing dealer to by this communication network, and handle the message that the dealer is transmitted in order to receive by message, wherein, the built-in customer data load module of this electronic apparatus; And
One service server, in order to the message of being transmitted in this communication network is handled, handle the dealer in order to the client who is positioned at this electronic apparatus and the message that is positioned at an end device that links with this service server and all obtain both sides' message, wherein, open the customer data load module of this electronic apparatus as the client after, make and show customer data input forms on this electronic apparatus, import client's basic document for the client according to these customer data input forms, and import in this service server by client's basic document of this communication network with client's input, and set up a customer data record by client's basic document that this service server transmits according to the mobile communication door of this electronic apparatus number and client, and it is stored in the Customer Service Information storehouse of this service server, handle the dealer for message and read.
18. the disposal system of customer service according to claim 17, it is characterized in that: this electronic apparatus has a problem or suggestion load module in also, with this allow the client open this electronic apparatus problem or the suggestion load module after, make and show a problem or suggestion input forms on this electronic apparatus, import problem or suggestion item for the client according to this problem or suggestion input forms, and the problem or the suggestion data of client's input are imported in this service server by this communication network, set up a problem or suggestion data logging by problem or suggestion data that this service server transmits according to the mobile communication door of this electronic apparatus number and client, and it is stored in the Customer Service Information storehouse of this service server, handle the dealer for message and read and reply.
19. the disposal system of customer service according to claim 17, it is characterized in that: when this service server is set up a problem or suggestion data logging, and give one exclusive question number, after allowing message processing dealer reply this problem or suggestion data logging, according to this question number the data of replying is inserted in problem relative with this question number or the suggestion data logging, allowed service server number transmit restore message to the client according to mobile communication door contained in this problem of having replied or the suggestion data logging with this.
20. the disposal system of customer service according to claim 17, it is characterized in that: also store many styles record that consults reference materials in the Customer Service Information storehouse of this service server, by communication network this survey data is passed on client's the electronic apparatus by this service server with this, imported the survey message and it is returned to this service server for the client.
21. the disposal system of customer service according to claim 20, it is characterized in that: after the client imports the survey message and it is returned to this service server, obtain investigation result by this service server according to the survey message that receives, and carry out the operation of a period of time at this service server after, promptly number investigation result is passed on client's the electronic apparatus according to the mobile communication door in this customer data record.
22. the disposal system of customer service according to claim 17, it is characterized in that: also store many product catalog data loggings in the Customer Service Information storehouse of this service server, by communication network this product catalog data is passed on client's the electronic apparatus by this service server with this, import the product subscription message and it is returned to this service server for the client, afterwards, promptly conclude the business with this client according to the product subscription message that receives by this service server.
23. the disposal system of customer service according to claim 17 is characterized in that: this end device is a computer installation.
24. the disposal system of customer service according to claim 17 is characterized in that: it is mobile phone dealer, mobile phone dealer, Internet Service Provider or product manufacturing industry person that this message is handled the dealer.
25. the disposal system of customer service according to claim 17 is characterized in that: this electronic apparatus is a mobile phone.
26. the disposal system of customer service according to claim 17 is characterized in that: this electronic apparatus is a personal digital assistant.
27. the disposal system of customer service according to claim 17 is characterized in that: this communication network comprises wireless telecommunications networking and wired network system.
28. the disposal system of customer service according to claim 27, it is characterized in that: this wireless telecommunications networking is provided with a format conversion interface, in order to Webpage material format conversion that this service server transmitted for for the data formats that shows on client's the electronic apparatus, and the message that this electronic apparatus spread out of is converted to the Webpage material form of handling for service server.
29. the disposal system of customer service according to claim 28 is characterized in that: this format conversion interface is a Wireless Application Protocol Gateway.
30. the disposal system of customer service according to claim 27 is characterized in that: this wired network system is a world-wide web.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB011402776A CN100353359C (en) | 2001-12-11 | 2001-12-11 | Processing method and system for customer service |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB011402776A CN100353359C (en) | 2001-12-11 | 2001-12-11 | Processing method and system for customer service |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN1426007A CN1426007A (en) | 2003-06-25 |
| CN100353359C true CN100353359C (en) | 2007-12-05 |
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| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CNB011402776A Expired - Fee Related CN100353359C (en) | 2001-12-11 | 2001-12-11 | Processing method and system for customer service |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN100353359C (en) |
Families Citing this family (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101909257B (en) * | 2009-06-04 | 2013-08-21 | 中兴通讯股份有限公司 | Method and system for realizing concurrency access of multiple bearer protocols by M2M platform |
| CN102256203A (en) * | 2010-05-20 | 2011-11-23 | 中国移动通信集团设计院有限公司 | Terminal research service system, service realization method thereof and mobile terminal |
| CN107443361A (en) * | 2017-08-17 | 2017-12-08 | 柳州福能机器人开发有限公司 | Multivariant mechanical arm |
| CN112199467B (en) * | 2020-09-08 | 2023-12-08 | 深圳价值在线信息科技股份有限公司 | Configuration method and device for mail display page |
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| US5852775A (en) * | 1996-09-12 | 1998-12-22 | Earthweb, Inc. | Cellular telephone advertising system |
| WO2000062564A1 (en) * | 1999-04-12 | 2000-10-19 | Qualcomm Incorporated | System and method for distributing advertising and gathering information in a wireless communication network |
| CN1281194A (en) * | 2000-08-23 | 2001-01-24 | 大唐电信科技股份有限公司微电子分公司 | Implementation method for downloading dynamic e-commerce menu on the basis of mobile telephone with short message service |
| CN1321939A (en) * | 2001-06-21 | 2001-11-14 | 成都力天网讯科技有限公司 | Method for implementing information inquiry and management by using PDA and its system |
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2001
- 2001-12-11 CN CNB011402776A patent/CN100353359C/en not_active Expired - Fee Related
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US5852775A (en) * | 1996-09-12 | 1998-12-22 | Earthweb, Inc. | Cellular telephone advertising system |
| WO2000062564A1 (en) * | 1999-04-12 | 2000-10-19 | Qualcomm Incorporated | System and method for distributing advertising and gathering information in a wireless communication network |
| CN1281194A (en) * | 2000-08-23 | 2001-01-24 | 大唐电信科技股份有限公司微电子分公司 | Implementation method for downloading dynamic e-commerce menu on the basis of mobile telephone with short message service |
| CN1321939A (en) * | 2001-06-21 | 2001-11-14 | 成都力天网讯科技有限公司 | Method for implementing information inquiry and management by using PDA and its system |
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| CN1426007A (en) | 2003-06-25 |
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