CN101588310A - Method and system for realizing automatic reminding in the absence of online customer service personnel - Google Patents
Method and system for realizing automatic reminding in the absence of online customer service personnel Download PDFInfo
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- CN101588310A CN101588310A CNA200810111960XA CN200810111960A CN101588310A CN 101588310 A CN101588310 A CN 101588310A CN A200810111960X A CNA200810111960X A CN A200810111960XA CN 200810111960 A CN200810111960 A CN 200810111960A CN 101588310 A CN101588310 A CN 101588310A
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Abstract
The invention provides a method for realizing automatic reminding in the absence of online customer service personnel. The method comprises the following steps that: a user terminal visitor opens a customer service system to start a session dialog box; the visitor sends a session message in the dialog box; the session message is sent to a customer service system server by an instant communication server 1 via the Internet; the customer service system server inquires whether online customer service personnel in normal state are available; when online customer service personnel in normal state are available, an online customer service person is allocated instantly through an allocating module to establish connection, otherwise, a reminding module is notified to send back corresponding information; and the visitor can register contact way in the dialog box and a recording module stores the content. The method reminds a visitor of registering contact content and corresponding problems; moreover, a background server records the behavior, comments and the contact way of the visitor in detail so that customer service personnel can return the visit conveniently or answer corresponding questions of the visitor.
Description
Technical field:
The present invention relates to computer software, network communication field, instant messaging especially particularly relates to a kind of method and system of reminding automatically when not having the online customer service personnel.
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 important means that the user communicates by network, 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, and promptly the user opens the WEB page, the user initiatively clicks the online customer service request and carries out instant messaging with it, instant communication server is tabulated according to online customer service state, and with online customer service and its instant messaging of normal condition, this user seeks advice from communication in real time.
At present, online customer service personnel's main task is to answer variety of issue to the client, for the user provides better service, but under a lot of situations, the client can be in non-work hours access websites, at this moment, the contact staff is all not online, a guest login online customer service system, can open the online customer service dialog box, with its dialogue, send them and need get help or inquire amount information, at this moment, customer service system be in always do not have answer situation, the visitor does not know whether the online customer service personnel are arranged, visitor's experience sense is bad, the visitor also can't link up with the contact staff simultaneously, and the visitor can withdraw from the online customer service system after waiting for, after the online customer service personnel reach the standard grade, see visitor's consulting, but the contact method that does not have the visitor, the consulting that then can't answer the visitor perhaps can't be paid a return visit the visitor.
Summary of the invention:
The present invention is for addressing the above problem weak point, and a kind of method of reminding automatically when not having the online customer service personnel is provided, and may further comprise the steps:
The first step, user terminal visitor is opened customer service system, starts session dialog box;
In second step, the visitor sends conversation message in above-mentioned dialog box;
In the 3rd step, above-mentioned conversation message sends to the customer service system server by the Internet by instant communication server 1;
In the 4th step, whether the customer service system server lookup has the online customer service personnel of normal condition, when the online customer service personnel of normal condition, distributes online customer service personnel to connect immediately by distribution module; When the online customer service personnel of no normal condition, reply prompting module and reply corresponding information;
In the 5th step, the visitor stays contact method in dialog box, and logging modle is preserved this content.
Corresponding information is the information content that the customer service system keeper is provided with in advance.
The described information content is for staying visitor's contact method.
A kind of system of reminding automatically when not having the online customer service personnel comprises
User terminal, be used to transfer immediate news, and receive the instant message that holds the clothes 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, and also comprises
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;
Reply prompting module, be used for the online customer service personnel when not online, user terminal sends session information, automatically replies corresponding information.
Advantage of the present invention:
Guest login online customer service of the present invention system, when the neither one contact staff is online, visitor page prompting visitor stays corresponding information and contact method. after the visitor fills in and finishes, can generate corresponding data in online customer service background management system the inside. any one contact staff can check, select to get corresponding problem according to checking, follow the tracks of then and pay a return visit the visitor;
The prompting user stays contact method and corresponding problem, the background server detail record this visitor's behavior, message and contact method are convenient to that the contact staff pays a return visit or to the mutually deserved problem of visitor's answer;
Customer service is by checking whether oneself handles this problem in selection. can better provide the service of return visit by the mode of getting.
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 the present invention automatically replies prompting when not having the online customer service personnel;
Fig. 4 online customer service personnel of the present invention handle the flow chart of the message that is untreated.
Embodiment:
As shown in Figure 1, a kind of system of online customer service,
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;
Reply prompting module, be used for the online customer service personnel when not online, user terminal sends session information, automatically replies corresponding information.
As shown in Figure 3, when no contact staff is online, visitor's session, system automatically replies the method for prompting, may further comprise the steps:
101, user terminal visitor is opened customer service system, starts session dialog box; Promptly click the customer service icon, eject dialog box;
102, the visitor sends conversation message in above-mentioned dialog box; User terminal is imported reference content in dialog box;
103, above-mentioned conversation message sends to the customer service system server by the Internet by instant communication server 1;
104, whether the customer service system server lookup has the online customer service personnel of normal condition, when the online customer service personnel of normal condition, distributes online customer service personnel to connect immediately by distribution module; When the online customer service personnel of no normal condition, reply prompting module and reply corresponding information;
Normally: under this state, the contact staff can directly link up with client and online customer service personnel. and do not have any influence.
Busy: under this state, when logining, new client just can not find this contact staff, and this contact staff can continue and still unclosed in the past client between link up. promptly, instant communication server can not be formulated to new client these online customer service personnel and its instant messaging, and other are identical with normal condition.
Withdraw from: under this state, instant communication server can not carry out instant messaging with any client and this online customer service personnel, still unclosed in the past client is transferred to other online contact staff automatically, and this online customer service personnel can not link up with other online customer service personnel simultaneously.
105, the visitor stays the content of contact method or consulting in dialog box, and logging modle is preserved this information, and reference content is saved in messages in mailbox.
As shown in Figure 4, a kind of online customer service is handled the method for message,
201. the contact staff inputs account number and password is successfully logined customer service system, checks the messages in mailbox message that whether is untreated; The messages in mailbox module shows that according to the message state of logging modle only show untreated message information, this information comprises the message content, message people's user name.
202. messages in mailbox is checked the message content if be untreated message; The message that is untreated in the messages in mailbox module will show.
203. select message, this message be put into to claim module pending.Send to the messages in mailbox module and to claim request, after the messages in mailbox module is received request, this that select message that is untreated is sent to and claims module, this is claimed support and selects a plurality of messages that are untreated to claim simultaneously.
After the message that is untreated was claimed by the contact staff, other contact staff can't see this and do not leave a message in the message that is untreated.So just can not repeat to claim, conflict is handled.
204. the contact staff handles accordingly at the above-mentioned message of claiming.The contact staff is according to the answer address that provides in the message, i.e. instant messaging or the mailbox that can receive of E-mail address or other clients.
205 finish dealing with after, described contact staff is provided with above-mentioned selection message for handling, processing messages is to logging modle to send one, logging modle is received this processing messages, will be untreated to change into to handle.
Described message state, comprise be untreated, handle in, handle.
The described message that is untreated, online customer service personnel can be the invalid message deletion of being untreated.
When this system has the contact staff online, the user can not leave a message, and can only transfer immediate news with the online customer service personnel to exchange.Have only customer service system without any the contact staff when online, the content that the user sends is assigned to the messages in mailbox module by instant communication server 1 automatically.
Claims (4)
1. method of reminding automatically when not having the online customer service personnel is characterized in that: may further comprise the steps:
The first step, user terminal visitor is opened customer service system, starts session dialog box;
In second step, the visitor sends conversation message in above-mentioned dialog box;
In the 3rd step, above-mentioned conversation message sends to the customer service system server by the Internet by instant communication server 1;
In the 4th step, whether the customer service system server lookup has the online customer service personnel of normal condition, when the online customer service personnel of normal condition, distributes online customer service personnel to connect immediately by distribution module; When the online customer service personnel of no normal condition, reply prompting module and reply corresponding information;
In the 5th step, the visitor stays contact method in dialog box, and logging modle is preserved this content.
2. method according to claim 1 is characterized in that: corresponding information is the information content that the customer service system keeper is provided with in advance.
3. method according to claim 2 is characterized in that: the described information content is for staying visitor's contact method.
4. a system of reminding automatically when not having the online customer service personnel comprises
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 comprise distribution module, be used to check the state of all customer service terminals, and give one of them customer service terminal according to this state assignment, and this user terminal and this customer service terminal are connected, it is characterized in that: described customer service system server also comprises
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: reply prompting module, be used for the online customer service personnel when not online, user terminal sends session information, automatically replies corresponding information.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA200810111960XA CN101588310A (en) | 2008-05-19 | 2008-05-19 | Method and system for realizing automatic reminding in the absence of online customer service personnel |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA200810111960XA CN101588310A (en) | 2008-05-19 | 2008-05-19 | Method and system for realizing automatic reminding in the absence of online customer service personnel |
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| CN101588310A true CN101588310A (en) | 2009-11-25 |
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| CNA200810111960XA Pending CN101588310A (en) | 2008-05-19 | 2008-05-19 | Method and system for realizing automatic reminding in the absence of online customer service personnel |
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Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102880662A (en) * | 2012-09-03 | 2013-01-16 | 常州嘴馋了信息科技有限公司 | Website on-line customer service system |
| CN105207898A (en) * | 2015-09-30 | 2015-12-30 | 深圳市网通电子商务有限公司 | Method and device for achieving interconnection and interworking interaction |
| CN106204062A (en) * | 2016-06-28 | 2016-12-07 | 广东万丈金数信息技术股份有限公司 | The customer information list updating method of customer service system and device |
| CN110881004A (en) * | 2019-12-19 | 2020-03-13 | 华莘(上海)网络科技有限公司 | Efficient-fusion online customer service management system and management method |
| CN111694944A (en) * | 2020-06-17 | 2020-09-22 | 深圳市航盛车云技术有限公司 | Internet of vehicles interactive intelligent customer service system |
| CN111915220A (en) * | 2020-08-17 | 2020-11-10 | 江苏华泽微福科技发展有限公司 | After-sale processing system and method |
| CN113098759A (en) * | 2021-03-29 | 2021-07-09 | 北京房江湖科技有限公司 | Assistance method, assistance system and interaction system for instant interaction |
| CN113450191A (en) * | 2021-07-13 | 2021-09-28 | 武汉新之扬电子商务有限公司 | Cross-border e-commerce buyer and seller interaction method and system based on mobile internet and storage medium |
-
2008
- 2008-05-19 CN CNA200810111960XA patent/CN101588310A/en active Pending
Cited By (11)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102880662A (en) * | 2012-09-03 | 2013-01-16 | 常州嘴馋了信息科技有限公司 | Website on-line customer service system |
| CN105207898A (en) * | 2015-09-30 | 2015-12-30 | 深圳市网通电子商务有限公司 | Method and device for achieving interconnection and interworking interaction |
| CN105207898B (en) * | 2015-09-30 | 2019-10-18 | 广东塑料交易所股份有限公司 | It is a kind of to realize the interactive method and device that interconnects |
| CN106204062A (en) * | 2016-06-28 | 2016-12-07 | 广东万丈金数信息技术股份有限公司 | The customer information list updating method of customer service system and device |
| CN110881004A (en) * | 2019-12-19 | 2020-03-13 | 华莘(上海)网络科技有限公司 | Efficient-fusion online customer service management system and management method |
| CN111694944A (en) * | 2020-06-17 | 2020-09-22 | 深圳市航盛车云技术有限公司 | Internet of vehicles interactive intelligent customer service system |
| CN111694944B (en) * | 2020-06-17 | 2024-04-05 | 深圳市航盛车云技术有限公司 | Internet of vehicles interactive intelligent customer service system |
| CN111915220A (en) * | 2020-08-17 | 2020-11-10 | 江苏华泽微福科技发展有限公司 | After-sale processing system and method |
| CN113098759A (en) * | 2021-03-29 | 2021-07-09 | 北京房江湖科技有限公司 | Assistance method, assistance system and interaction system for instant interaction |
| CN113098759B (en) * | 2021-03-29 | 2022-12-23 | 北京房江湖科技有限公司 | Assistance method, assistance system and interaction system for instant interaction |
| CN113450191A (en) * | 2021-07-13 | 2021-09-28 | 武汉新之扬电子商务有限公司 | Cross-border e-commerce buyer and seller interaction method and system based on mobile internet and storage medium |
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Open date: 20091125 |