CN114529308A - Processing method, equipment and readable medium based on service work order - Google Patents
Processing method, equipment and readable medium based on service work order Download PDFInfo
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Abstract
The embodiment of the application provides a processing method, equipment and a readable medium based on a service work order. The method comprises the following steps: sending page data of a customer service page to terminal equipment of a first user so as to display the customer service page in the terminal equipment; receiving work order information of a service work order fed back through the customer service page, and generating work order query information, wherein the service work order is used for establishing the correlation between a customer service system and a user system; sending the work order query information to a user system of a second user; and receiving service progress information fed back by a user system, and sending the service progress information to the terminal equipment so as to display the service progress information in the customer service page. The method and the device can automatically process the service required by the user and feed back the service progress, and improve the processing efficiency.
Description
Technical Field
The present application relates to the field of computer technologies, and in particular, to a service-based work order processing method, a work order configuration method, a terminal device, and a machine-readable medium.
Background
In the e-commerce platform, a user can consult customer service before and after purchasing a commodity object. After receiving the user's question, the customer service generally needs to go to the merchant's own system for inquiry, and then returns to the customer service system of the e-commerce platform to reply to the user.
In the process, when the user expresses the service appeal in the incoming line and receives the reply of the whole process, the user cannot know the processing progress of the service appeal, so that the user is often dissatisfied, and even complaints may occur. And the customer service needs to be switched back and forth between the customer service system and the merchant system of the e-commerce platform, so that the processing efficiency is low.
Disclosure of Invention
The embodiment of the application provides a processing method based on a service work order, so that the processing efficiency is improved.
Correspondingly, the embodiment of the application also provides a work order configuration method, electronic equipment and a machine readable medium, which are used for ensuring the realization and application of the method.
In order to solve the above problem, an embodiment of the present application discloses a processing method based on a service work order, which is applied to a customer service system, and the method includes:
sending page data of a customer service page to terminal equipment of a first user so as to display the customer service page in the terminal equipment;
receiving work order information of a service work order fed back through the customer service page, and generating work order query information, wherein the service work order is used for establishing the correlation between a customer service system and a user system;
sending the work order query information to a user system of a second user;
and receiving service progress information fed back by a user system, and sending the service progress information to the terminal equipment so as to display the service progress information in the customer service page.
Optionally, the method further includes:
sending service prompt information to terminal equipment so as to display the service prompt information on the customer service page, wherein the service prompt information comprises a keyword corresponding to a service work order;
receiving a selected keyword;
and determining a service work order according to the keyword, and feeding back data of the service work order so as to display a work order window corresponding to the service work order in a customer service page of the terminal equipment.
Optionally, the generating the work order query information includes:
and configuring the field value of the corresponding field of the service work order according to the work order information to generate work order query information.
Optionally, the receiving service progress information fed back by the user system, and sending the service progress information to the terminal device includes:
receiving service progress information fed back by a user system, wherein the service progress information comprises processing progress information of at least one processing node corresponding to the service work order;
and sending the processing progress information of the at least one processing node to be displayed in the customer service page.
The embodiment of the application also discloses a processing method based on the service work order, which is applied to the terminal equipment, and the method comprises the following steps:
receiving page data of a customer service page, and displaying the customer service page according to the page data;
responding to the trigger of the customer service page, and receiving work order information of a service work order;
sending the work order information of the service work order to a customer service system so that the customer service system generates work order query information according to the work order information and sends the work order query information to a user system of a second user to obtain service progress information, wherein the service work order is used for establishing the correlation between the customer service system and the user system;
and receiving service progress information and displaying the service progress information in the customer service page.
Optionally, the processing progress information includes: processing state and processing detail information of the processing node; the displaying the service progress information in the customer service page comprises:
displaying the processing state of the at least one processing node in the customer service page;
and displaying the processing detail information of the at least one processing node in the customer service page in response to the viewing request of the first user.
Optionally, the receiving, in response to the triggering of the customer service page, the work order information of the service work order includes:
receiving service prompt information and displaying the service prompt information in the customer service page;
responding to the triggering of the customer service page, receiving keywords and feeding the keywords back to a customer service system;
receiving data of the service work order corresponding to the keyword, and displaying a work order window corresponding to the service work order in a customer service page;
and receiving the work order information of the service work order through the work order window.
The embodiment of the application also discloses a work order configuration method, which comprises the following steps:
providing a work order configuration page, and displaying a work order template on the work order configuration page;
configuring fields and field information thereof in the work order template;
generating a service work order according to the field information and the work order template;
and establishing the association between the customer service system and the user system through the service work order so as to synchronize the service progress of the customer service system and the user system through the service work order.
Optionally, the configuring of the field and the field information in the work order template includes:
selecting at least one field in the work order template, and configuring field information of the field; and/or
Adding a self-defined field in the work order template, and configuring field information of the field.
Optionally, the method further includes:
configuring at least one processing node of the service work order, and node information of the processing node.
Optionally, generating a service work order according to the field information and the work order template includes:
generating a work order project according to field information of the fields, and generating a service work order by adopting the work order project and a work order template;
and establishing association between the service work order and at least one configured processing node.
The embodiment of the application also discloses an electronic device, which comprises: a processor; and a memory having executable code stored thereon that, when executed, causes the processor to perform a method as described in embodiments of the present application.
One or more machine-readable media having stored thereon executable code that, when executed, causes a processor to perform a method as described in embodiments of the present application are also disclosed.
Compared with the prior art, the embodiment of the application has the following advantages:
in the embodiment of the application, a customer service page can be provided, the work order information of the service work order is obtained through the customer service page, the work order query information is generated, the customer service system and the user system association can be established through the service work order, the work order query information can be sent to the user system of the second user, the user system can automatically obtain the service requirement of the user and process corresponding services, after the user system processes the service progress information, the service progress information can be fed back to the customer service system, the service progress information is displayed in the customer service page, the services required by the user can be automatically processed, the service progress can be fed back, and the processing efficiency is improved.
Drawings
FIG. 1 is a flow chart of steps of an embodiment of a work order configuration method of the present application;
FIG. 2 is a schematic diagram of an example of a work order configuration page of an embodiment of the present application;
FIG. 3 is a flowchart of the steps of a customer service system in an embodiment of a service work order based processing method of the present application;
FIG. 4 is a flowchart of the steps of a terminal device in an embodiment of a service work order based processing method of the present application;
FIG. 5 is a flow chart of steps of another work order configuration method embodiment of the present application;
FIG. 6 is an interaction diagram of an embodiment of a service work order based processing method of the present application;
fig. 7 is a schematic structural diagram of an apparatus according to an embodiment of the present application.
Detailed Description
In order to make the aforementioned objects, features and advantages of the present application more comprehensible, the present application is described in further detail with reference to the accompanying drawings and the detailed description.
The embodiment of the application can be applied to customer service scenes, such as electronic commerce platforms, logistics platforms and other scenes with customer service requirements. The first user is a user needing services, such as a buyer user in an e-commerce platform, a logistics use user in a logistics platform, and the like. The second user is a user providing services, such as a merchant user and a seller user of the e-commerce platform, and also such as a logistics service party of the logistics platform. Wherein, the second user is provided with a system for the services provided by the second user, such as commodity sales, logistics and the like. After entering the customer service page, a first user (such as a buyer user) can obtain a corresponding service work order based on own requirements, and after filling in information required by the service work order, work order query information can be automatically generated, so that the work order query information can be transmitted to a user system of a second user (such as a seller/merchant user) from the customer service system, and the processing progress of the user system can be synchronized with the customer service system, so that the user can timely know the processing progress.
The embodiment of the application provides a method for configuring the service work order, which can provide the service work order required by the user for configuring the work order template, and is convenient for establishing association between a customer service system and a user system and synchronizing the processing progress.
Referring to FIG. 1, a flowchart illustrating steps of an embodiment of a work order configuration method of the present application is shown.
And 102, providing a work order configuration page, and displaying a work order template on the work order configuration page.
The customer service system can provide a work order configuration function, and a service work order required by the second user is configured through the work order configuration page. And the work order configuration page displays a work order template which is used for configuring the service work order. The work order template is a universal template, and the second user can configure required information based on requirements and obtain a service work order of a corresponding type.
The service work order is a work document for providing service, and data required by the work order can be determined based on the corresponding service type and configured in the work order template.
And 104, configuring fields and field information thereof in the work order template.
Fields and field information required for service of the work order, such as order numbers required to be inquired, link addresses of commodity objects and the like, can be configured in the work order template. The user can configure fields required for servicing work orders according to requirements, such as orders for invoicing, the fields can set order numbers, invoice information and the like, the work orders are inquired for logistics, and the fields can comprise the logistics order numbers and the like.
In an optional embodiment of the present application, the configuring fields and field information thereof in the work order template includes: selecting at least one field in the work order template, and configuring field information of the field; and/or adding a self-defined field in the work order template and configuring field information of the field. At least one field may be selected in the work order template, and then field information of the field may be configured, wherein the field information may include a field name, a field description, and the like, and the field description may be set according to requirements, for example, setting a type of a provided field value, and the like. Some fields commonly used by the second user can be provided with field names, and the second user can set field information according to requirements. If the service work order for the e-commerce platform generally comprises an order number field, a field with the field name of the order number can be provided, and then field information can be set as shown in fig. 2, for example, the order number needs to provide letters and/or data, the number of digits of the order number and the like, so that the first user can conveniently detect when filling in. In other examples, the user may also customize the fields required, such as the name, type, etc. of the merchandise object. Fig. 2 shows a work order configuration page, which includes a plurality of fields, and the user can select the custom field and then set the field information such as the field name and the field description. The order of the fields can also be adjusted up and down in the work order page. The field information also includes attribute information of the field, which can be set according to requirements, such as indispensable items, optional items, and the like, so as to determine corresponding information according to specific services.
Therefore, required fields and field information can be selected or defined according to requirements, and a required service work order is generated. The service work order is set according to the demand, and various types of service work orders are generated, such as a logistics inquiry work order, an invoice work order, an order inquiry work order, a return consultation order and the like. The order number field and the price field can be associated, so that after the order number in the order number field is filled, the corresponding order can be automatically associated, and then other information of the order, such as the price, the address and the like, can be filled.
On the basis of the above embodiment, at least one processing node of the service work order and node information of the processing node may also be configured. Each service work order can determine at least one processing node based on the processing process thereof, for example, a complaint order can accept a plurality of nodes of complaints, double-side consultation, adjustment processing, completion and the like, and corresponding node information can be configured for each processing node, such as the name of the processing node, status items and the like, wherein the status items can include a plurality of states, such as waiting for starting, pausing, processing, ending and the like. The processing nodes and fields may be set according to the user system, corresponding to the user system, thereby facilitating data interworking between the two systems.
In the embodiment of the application, corresponding operation elements can be provided for the fields and the processing nodes, and a user can drag the elements to corresponding configuration sub-pages and then set corresponding field information, node information and the like. The configuration can be performed easily.
In some scenes, keywords corresponding to the service work order can be set, so that the work order can be matched through the keywords, and the service work order can be started quickly in a customer service page conveniently. Keywords may be associated with services provided by the service work order and may include fuzzy keywords and precise keywords, which may be matched to one service work order based on the precise keywords, and matched to one or more service work orders based on the fuzzy keywords.
And 106, generating a service work order according to the field information and the work order template.
After the configuration of the field information of each field is completed, a service work order can be generated according to the field information and the work order template, each field can correspond to a work order item, and therefore various required work order query information can be acquired through the service work order subsequently. In the embodiment of the application, the service work order can be combined with
Generating a service work order according to the field information and the work order template, comprising: generating a work order project according to field information of the fields, and generating a service work order by adopting the work order project and a work order template; and establishing association between the service work order and the at least one processing node. The configured field information of each field can correspond to a work order project, and then the work order project is formed into a service work order according to the sequence of each field in the work order template. And establishing association between the service work order and at least one configured processing node, so that the service work order can be synchronized when the node state of the processing node is updated.
And 108, establishing the relationship between the customer service system and the user system through the service work order so as to synchronize the service progress of the customer service system and the user system through the service work order.
And establishing a relationship between the customer service system and the user system through the service work order, wherein a push address corresponding to the service work order can be set, and the push address is determined according to the user system, so that the completion of the filling of the service work order can be realized, and the work order query information is obtained and then pushed to the user system so as to be processed in the user system. The processing nodes are arranged corresponding to the processing nodes in the user system, so that the state of the processing nodes in the user system can be pushed to the customer service system after being updated, the state of the processing nodes corresponding to the service work order in the customer service system is updated synchronously, and the state can be pushed to the user so that the user can know the progress.
In conclusion, the service work order can be set through the work order template, and the required fields and the field information thereof can be set according to the requirements, so that various required service work orders can be set according to the requirements of the second users, and the second users can flexibly set the service work orders according to the user systems of the second users.
On the basis of the embodiment, the embodiment of the application further provides a processing method based on the service work order, and the customer service system can provide services based on the service work order, so that a user can know the service progress in time, and the processing efficiency and the user experience are improved. In the embodiment of the application, the customer service system and the user system can interact through respective service terminals.
Referring to fig. 3, a flowchart illustrating steps of a customer service system in an embodiment of a service work order based processing method of the present application is shown.
The customer service page can be provided for the terminal device of the first user, for example, the first user can click the customer service to enter the customer service page through the terminal device in the shopping process of the e-commerce website. The customer service page is used for providing customer service, and a user can enter the customer service page in various scenes needing customer service. Correspondingly, the service request of the terminal equipment can be received, the page data of the service page can be obtained and sent to the terminal equipment, and therefore the service page can be displayed in the terminal equipment.
And 304, receiving the work order information of the service work order fed back by the customer service page to generate work order query information, wherein the service work order is used for establishing the correlation between the customer service system and the user system.
The content of the service work order can be displayed in the customer service page, the first user can fill in the service work order, so that work order information of the service work order is obtained, and work order query information can be generated according to the work order information.
In an optional embodiment, the method further comprises: sending service prompt information to terminal equipment so as to display the service prompt information on the customer service page, wherein the service prompt information comprises a keyword corresponding to a service work order; receiving a selected keyword; and determining a service work order according to the keyword, and feeding back data of the service work order so as to display a work order window corresponding to the service work order in a customer service page of the terminal equipment. After the first user starts the customer service page, the customer service system can generate some service prompt information, the service prompt information is used for prompting the service items needed by the user, wherein the service prompt information can be automatically pushed when the customer service page is started, and the service prompt information can be matched based on the information sent by the user. The first user can trigger the required service prompt information, receive the corresponding keyword, determine the service work order according to the keyword, and feed back the data of the service work order to the terminal equipment. Therefore, the service work order is displayed on the customer service page, the work order information can be received after the user fills in the work order information, and the work order query information is generated according to the work order information.
In an optional embodiment, the generating the work order query information includes: and configuring the field value of the corresponding field of the service work order according to the work order information to generate work order query information. After completing the filling-in of the service work order, the first user can obtain corresponding work order information, and field values of corresponding fields in the service work order can be obtained based on the work order information, so that work order query information can be generated.
Based on the push address configured by the service work order, the work order query information can be sent to the user system of the second user corresponding to the push address. In the embodiment of the application, the user system and the customer service system can be associated in various ways such as interface and message pushing, and information intercommunication is realized through the service work order.
And 308, receiving service progress information fed back by the user system, and sending the service progress information to the terminal equipment so as to display the service progress information in the customer service page.
After receiving the service inquiry information, the user system can execute the processing required by the service work order, can generate service progress information in the processing process and can push the service progress information to the customer service system. And after receiving the service progress information fed back by the user system, the customer service system can display the service progress information in the customer service page. The service progress information can be various information processed by the service work order, such as completed information or information in processing, so that a user can know the progress of the service in time and the user experience is improved.
In an optional embodiment, the receiving service progress information fed back by a user system and sending the service progress information to the terminal device includes: receiving service progress information fed back by a user system, wherein the service progress information comprises processing progress information of at least one processing node corresponding to the service work order; and sending the processing progress information of the at least one processing node to be displayed in the customer service page. In the process of processing the service work order, the user system can feed back the service progress information of each node to the customer service system, correspondingly, the customer service system can receive the service progress information fed back by the user system, and the service progress information comprises the processing progress information of at least one processing node corresponding to the service work order. The service worksheet is configured according to the user system, the corresponding processing nodes can be corresponding, so that the state change of each processing node in the user system can generate processing progress information, after the processing progress information is fed back to the customer service system, the customer service system can display the corresponding processing node corresponding to the processing progress information in the customer service page, and a user can know the service progress in time.
In summary, a customer service page may be provided, the page data of the customer service page is sent to the user equipment of the first user, so as to display the customer service page in the terminal equipment, after the work order information of the service work order is obtained through the customer service page, the work order query information may be generated, and the customer service system and the user system association may be established through the service work order, so that the work order query information may be sent to the user system of the second user, so that the user system may automatically obtain the service requirement of the user and process the corresponding service, and after the user system processes the obtained service progress information, the service progress information may be fed back to the customer service system, so as to display the service progress information in the customer service page, and the service required by the user and the service progress may be automatically processed, thereby improving the processing efficiency.
On the basis of the above embodiment, the embodiment of the present application further provides a processing method based on the service work order, which is applied to the terminal device of the first user.
Referring to fig. 4, a flowchart illustrating steps of a terminal device in an embodiment of a processing method based on a service work order according to the present application is shown.
When needing customer service, the user can correspondingly send a customer service request to a service end of a customer service system by various starting customer service pages in page browsing of an e-commerce platform and a logistics platform, and the service end of the customer service system can obtain page data of the customer service page after receiving the customer service request and send the page data to terminal equipment. The corresponding terminal equipment can receive the page data of the customer service page, then analyze the page data and display the customer service page.
The first user can input own requirements in the customer service page, and some common keywords can be automatically pushed to the first user in the customer service page so as to provide more convenient service for the first user. When the service required by the first user has the service work order, the service work order is provided for the first user, so that the first user can fill in work order information required by a work order project according to the service work order, such as the number value of an order number, and the work order query information can be generated after filling in the service work order is completed.
In an optional embodiment, a work order window for servicing a work order may be displayed on the customer service page, and work order information may be received via the work order window. The service work order in the customer service page can be provided through a work order window, the work order window is a sub-page of the customer service page, such as a window, a tab and the like, the work order window provides work order items required by the service work order, and the first user can fill in work order information of each work order item. The work order items may include mandatory items and optional filling items, where the mandatory items are items that must be filled, such as order numbers, and the optional filling items are items that are selected to be filled, such as names of commodity objects. In addition, some work order items can be obtained based on other work order items, for example, the name of the commodity object can be automatically obtained based on the filled order number, that is, after the order number is obtained, the order information of the order can be automatically obtained, then the work order items required by the service work order in the order information are analyzed, and the work order items are automatically filled into the corresponding work order items. After the service work order is filled, the terminal device may obtain the work order information based on the filled content, and then send the work order information to the server of the customer service system, so that the customer service system generates work order query information based on the work order information and the service work order, for example, determining a query service type or identifier based on the service work order, determining the work order query information of the query service based on the work order information, and the like.
Wherein the receiving of the work order information of the service work order in response to the triggering of the customer service page comprises: receiving service prompt information and displaying the service prompt information in the customer service page; responding to the triggering of the customer service page, receiving keywords and feeding the keywords back to a customer service system; receiving data of the service work order corresponding to the keyword, and displaying a work order window corresponding to the service work order in a customer service page; and receiving the work order information of the service work order through the work order window. In the embodiment of the application, the first user can display the service prompt information on the customer service page after starting the customer service page, and can also display the service prompt information based on the input information after the first user inputs the information. The service prompt information is used for prompting a service item required by a user, wherein the service prompt information comprises a keyword corresponding to the service work order, and the keyword can correspond to the service work order. The method comprises the steps of receiving a keyword selection operation of a first user, determining a keyword selected by the first user, determining a corresponding service work order based on the keyword, and displaying a work order window of the service work order so as to provide the service work order to the first user.
And 406, sending the work order information of the service work order to a customer service system, so that the customer service system generates work order query information according to the work order information, and sending the work order query information to a user system of a second user to acquire service progress information, wherein the service work order is used for establishing the association between the customer service system and the user system.
And step 408, receiving service progress information and displaying the service progress information in the customer service page.
The terminal equipment can send the work order information to the customer service system, the customer service system can generate work order query information based on the work order information, the work order query information is sent to the user system, corresponding service progress information is obtained, and then the service progress information can be sent to the terminal equipment. After the terminal equipment receives the service progress information, the service progress information can be displayed in the customer service page
Wherein the processing progress information includes: processing state and processing detail information of the processing node; the displaying the service progress information in the customer service page comprises: displaying the processing state of the at least one processing node in the customer service page; and displaying the processing detail information of the at least one processing node in the customer service page in response to the viewing request of the first user.
The processing progress information includes: the processing node can also comprise processing detail information, wherein the processing detail information is the detailed condition of the corresponding processing of the processing node, comprises the detailed processing condition and can be specifically determined according to a service worksheet. When the processing progress information is displayed in the customer service page, the processing state of the at least one processing node can be displayed in the customer service page, so that a user can check the processing progress and the processing state through the customer service page. The processing state may be provided in a variety of ways, such as a window, a sub-page, a tab, and so forth. If the user needs to determine the processing details, the corresponding element can be clicked, so that a viewing request of the first user is received, and the processing detail information of the at least one processing node is displayed in the customer service page in response to the viewing request of the first user, so that the user can know the detailed processing condition.
In summary, a customer service page can be provided, the work order information of the service work order is obtained through the customer service page, the work order query information is generated, the customer service system and the user system association can be established through the service work order, the work order query information can be sent to the user system of the second user, the user system can automatically obtain the service requirement of the user and process corresponding services, after the user system processes the service progress information, the service progress information can be fed back to the customer service system, the service progress information is displayed in the customer service page, the services required by the user can be automatically processed, the service progress can be fed back, and the processing efficiency is improved.
On the basis of the embodiment, the configuration example of the service work order is provided, and the convenient configuration of the service work order is realized.
Referring to FIG. 5, a flowchart illustrating steps of another work order configuration method embodiment of the present application is shown.
At least one field can be selected in the work order template, and field information of the field is configured; and/or adding a self-defined field in the work order template and configuring field information of the field.
For example, a refund complaint work order can select or customize the required fields and set the field information, for example, setting the field name includes: order number, sub-order number, commodity, refund number, problem type, supplementary explanation, picture upload, attachment upload, and the like. And correspondingly setting field information, setting an acquisition mode as input aiming at the field information of the order number, the sub-order number and the refund number, and setting conditions for inputting the information, such as a combination of 20-bit letters and numbers and the like. The acquisition mode can be set as input or association aiming at the commodity, and the associated acquisition mode can be correspondingly set as an associated item, for example, the commodity can be associated with the order number, so that the commodity object corresponding to the order can be associated after the order number is input, the automatic input of the commodity is realized, or the commodity object is provided for a user to select. The acquisition mode can be set as selection aiming at the problem type, and the option of the problem type is further set. The supplementary note may set the acquisition mode as input, may set the number of words for limitation of input contents, and the like. The picture uploading and the attachment uploading can set the acquisition mode to be uploading, and various modes such as network uploading, local uploading, shooting and the like can be provided for the acquisition mode of uploading.
After the configuration of the field and the field information thereof is completed, at least one processing node of the service work order and the node information of the processing node can be configured. With the refund complaint worksheet, the processing nodes can be set to include a start node, a processing node and an end node, wherein the start node can be correspondingly accepted and enter the next process and other states, the processing node can be determined based on the processing process of the user system, for example, the processing node includes a butt personnel node, a supervisor node and the like, and the corresponding states are the accepting, processing, entering the next process, ending and other states. And after the complaint is accepted and the user accepts the complaint, the corresponding end node can be used.
So that the processing progress of the service can be known by the processing node.
And step 508, generating a work order item according to the field information of the field, and generating a service work order by adopting the work order item and the work order template.
The field information of each configured field can correspond to a work order project, and then the work order project is formed into a service work order according to the sequence of the fields in the work order template. And establishing association between the service work order and at least one configured processing node, so that the service work order can be synchronized when the node state of the processing node is updated.
And step 512, establishing the relationship between the customer service system and the user system through the service work order so as to synchronize the service progress of the customer service system and the user system through the service work order.
And establishing a relationship between the customer service system and the user system through the service work order, wherein a push address corresponding to the service work order can be set, and the push address is determined according to the user system, so that the service work order can be filled in, and the work order query information is obtained and then pushed to the user system so as to be processed in the user system. The processing nodes are arranged corresponding to the processing nodes in the user system, so that the state of the processing nodes in the user system can be pushed to the customer service system after being updated, the state of the processing nodes corresponding to the service work order in the customer service system is updated synchronously, and the state can be pushed to a user so that the user can know the progress.
On the basis of the above embodiments, the embodiments of the present application further provide a processing method based on the service work order.
Referring to fig. 6, an interaction diagram of another embodiment of a service work order-based processing method according to the present application is shown.
Step 602, the terminal device of the first user sends a customer service request to a server of the customer service system.
Step 604, the server of the customer service system determines the page data of the customer service page and sends the page data to the terminal device.
And 606, displaying the customer service page by the terminal equipment according to the page data.
Step 608, the service end of the customer service system sends the service prompt information to the terminal device.
And step 610, the terminal equipment displays the service prompt information in the customer service page.
And step 612, responding to the trigger of the customer service page, receiving the keywords and feeding the keywords back to the service end of the customer service system.
And 614, the service end of the customer service system determines a service work order according to the keyword, and feeds back the data of the service work order to the terminal equipment.
For example, the user may enter a refund, a complaint, etc., and a refund worksheet, a refund complaint worksheet, etc. may be provided.
Step 616, the terminal device displays the work order window corresponding to the service work order in the customer service page.
Step 618, receiving the work order information of the service work order through the work order window, and sending the work order information of the service work order to the service end of the customer service system.
And 620, the service end of the customer service system configures the field value of the corresponding field of the service work order according to the work order information to generate work order query information.
Aiming at the refund complaint work order, a user can fill fields such as an order number, a sub-order number, a commodity, a refund number, a problem type, a supplement description, picture uploading and accessory uploading, and after corresponding field values are obtained, work order query information can be generated.
Step 622, the server of the customer service system sends the work order query information to the server of the user system of the second user.
And step 624, the server of the user system determines service progress information according to the work order query information, and sends the service progress information to the server of the customer service system.
Step 626, the service end of the customer service system sends the service progress information to the terminal device.
The service end of the customer service system can receive service progress information fed back by a user system, wherein the service progress information comprises processing progress information of at least one processing node corresponding to the service work order; and sending the processing progress information of the at least one processing node to be displayed in the customer service page.
Step 628, the terminal device displays the service progress information in the customer service page.
Wherein the processing state of the at least one processing node is displayed in the customer service page; and displaying the processing detail information of the at least one processing node in the customer service page in response to the viewing request of the first user.
To sum up, the first user can timely check the service progress, the times of repeated incoming lines and repeated expression of the first user's own appeal are reduced, the purpose of one-time appeal and timely learning of the progress is achieved, and the first user can sense the execution progress of the service appeal through checking the work order progress at any time due to the fact that the service appeal is borne by the service work order, and the experience improvement of real body feeling is brought to the first user.
For the second user, by means of the intercommunication between the customer service system and the user system, the expense of the second user in frequent switching between the two systems is reduced, and the labor cost and the time cost of the first user and the second user in multiple communication are reduced. The customer service system realizes data precipitation of the whole service process through the service work order, can sense the fulfillment condition of the service in the system of the second user, is beneficial to assisting the second user to optimize the after-sales service process through data analysis, and improves the after-sales service experience of the first user and the processing efficiency of the service.
It should be noted that, for simplicity of description, the method embodiments are described as a series of acts or combination of acts, but those skilled in the art will recognize that the embodiments are not limited by the order of acts described, as some steps may occur in other orders or concurrently depending on the embodiments. Further, those skilled in the art will also appreciate that the embodiments described in the specification are presently preferred and that no particular act is required of the embodiments of the application.
On the basis of the foregoing embodiments, this embodiment further provides a processing apparatus based on the service work order, which is applied to an electronic device of a server device (cluster) of a customer service system.
The customer service providing module is used for sending page data of a customer service page to terminal equipment of a first user so as to display the customer service page in the terminal equipment;
the work order query module is used for receiving the work order information of the service work order fed back through the customer service page and generating work order query information, and the service work order is used for establishing the correlation between the customer service system and the user system; sending the work order query information to a user system of a second user;
and the work order feedback module is used for receiving the service progress information fed back by the user system and sending the service progress information to the terminal equipment so as to display the service progress information in the customer service page.
In summary, a customer service page can be provided, the work order information of the service work order is obtained through the customer service page, the work order query information is generated, the customer service system and the user system association can be established through the service work order, the work order query information can be sent to the user system of the second user, the user system can automatically obtain the service requirement of the user and process corresponding services, after the user system processes the service progress information, the service progress information can be fed back to the customer service system, the service progress information is displayed in the customer service page, the services required by the user can be automatically processed, the service progress can be fed back, and the processing efficiency is improved.
The customer service providing module is also used for receiving the selected keywords; and determining a service work order according to the keyword, and feeding back data of the service work order so as to display a work order window corresponding to the service work order in a customer service page of the terminal equipment.
And the work order query module is used for configuring the field value of the corresponding field of the service work order according to the work order information to generate work order query information.
The work order feedback module is used for receiving service progress information fed back by a user system, and the service progress information comprises processing progress information of at least one processing node corresponding to the service work order; processing progress information of the at least one processing node is provided for display in the customer service page.
On the basis of the foregoing embodiment, the present embodiment further provides a processing apparatus based on a service work order, which is applied to an electronic device such as a terminal device of a first user.
The customer service module is used for receiving page data of a customer service page and displaying the customer service page according to the page data; receiving work order information of a service work order in response to the triggering of the customer service page;
the sending module is used for sending the work order information of the service work order to a customer service system so that the customer service system can generate work order query information according to the work order information and send the work order query information to a user system of a second user to obtain service progress information, and the service work order is used for establishing the association between the customer service system and the user system;
and the progress display module is used for receiving service progress information and displaying the service progress information in the customer service page.
The processing progress information includes: processing state and processing detail information of the processing node; the progress display module is used for displaying the processing state of the at least one processing node in the customer service page; and displaying the processing detail information of the at least one processing node in the customer service page in response to the viewing request of the first user.
The customer service module is used for receiving service prompt information and displaying the service prompt information in the customer service page; responding to the triggering of the customer service page, receiving keywords and feeding the keywords back to a customer service system; receiving data of the service work order corresponding to the keyword, and displaying a work order window corresponding to the service work order in a customer service page; and receiving the work order information of the service work order through the work order window.
On the basis of the foregoing embodiments, this embodiment further provides a work order configuration apparatus, which is applied to an electronic device of a server device (cluster).
And the configuration providing module is used for providing a work order configuration page and displaying the work order template on the work order configuration page.
And the work order configuration module is used for configuring fields and field information thereof in the work order template.
And the work order generating module is used for generating a service work order according to the field information and the work order template.
And the association module is used for establishing the association between the customer service system and the user system through the service work order so as to synchronize the service progress of the customer service system and the user system through the service work order.
In conclusion, the service work order can be set through the work order template, and the required fields and the field information thereof can be set according to the requirements, so that various required service work orders can be set according to the requirements of the second users, and the second users can flexibly set the service work orders according to the user systems of the second users.
The work order configuration module is used for selecting at least one field in the work order template and configuring field information of the field; and/or adding a self-defined field in the work order template and configuring field information of the field.
The work order configuration module is further configured to configure at least one processing node of the service work order and node information of the processing node.
The work order generating module is used for generating a work order project according to the field information of the field and generating a service work order by adopting the work order project and the work order template; and establishing association between the service work order and at least one configured processing node.
To sum up, the first user can timely check the service progress, the times of repeated incoming lines and repeated expression of the first user's own appeal are reduced, the purpose of one-time appeal and timely learning of the progress is achieved, and the first user can sense the execution progress of the service appeal through checking the work order progress at any time due to the fact that the service appeal is borne by the service work order, and the experience improvement of real body feeling is brought to the first user.
For the second user, by means of the intercommunication between the customer service system and the user system, the expense of the second user in frequent switching between the two systems is reduced, and the labor cost and the time cost of the first user and the second user in multiple communication are reduced. The customer service system realizes data precipitation of the whole service process through the service work order, can sense the fulfillment condition of the service in the system of the second user, is beneficial to assisting the second user to optimize the after-sales service process through data analysis, and improves the after-sales service experience of the first user and the processing efficiency of the service.
The present application further provides a non-transitory, readable storage medium, where one or more modules (programs) are stored, and when the one or more modules are applied to a device, the device may execute instructions (instructions) of method steps in this application.
Embodiments of the present application provide one or more machine-readable media having instructions stored thereon, which when executed by one or more processors, cause an electronic device to perform the methods as described in one or more of the above embodiments. In the embodiment of the present application, the electronic device includes various types of devices such as a terminal device and a server (cluster).
Embodiments of the present disclosure may be implemented as an apparatus, which may include electronic devices such as a terminal device, a server (cluster), etc. within a data center, using any suitable hardware, firmware, software, or any combination thereof, in a desired configuration. Fig. 7 schematically illustrates an example apparatus 700 that may be used to implement various embodiments described herein.
For one embodiment, fig. 7 illustrates an exemplary apparatus 700 having one or more processors 702, a control module (chipset) 704 coupled to at least one of the processor(s) 702, a memory 706 coupled to the control module 704, a non-volatile memory (NVM)/storage 708 coupled to the control module 704, one or more input/output devices 710 coupled to the control module 704, and a network interface 712 coupled to the control module 704.
The processor 702 may include one or more single-core or multi-core processors, and the processor 702 may include any combination of general-purpose or special-purpose processors (e.g., graphics processors, application processors, baseband processors, etc.). In some embodiments, the apparatus 700 can be used as a terminal device, a server (cluster), or the like in the embodiments of the present application.
In some embodiments, the apparatus 700 may include one or more computer-readable media (e.g., the memory 706 or the NVM/storage 708) having instructions 714 and one or more processors 702 in combination with the one or more computer-readable media configured to execute the instructions 714 to implement modules to perform the actions described in this disclosure.
For one embodiment, control module 704 may include any suitable interface controllers to provide any suitable interface to at least one of processor(s) 702 and/or any suitable device or component in communication with control module 704.
The memory 706 may be used to load and store data and/or instructions 714 for the apparatus 700, for example. For one embodiment, memory 706 may comprise any suitable volatile memory, such as suitable DRAM. In some embodiments, the memory 706 may comprise a double data rate type four synchronous dynamic random access memory (DDR4 SDRAM).
For one embodiment, control module 704 may include one or more input/output controllers to provide an interface to NVM/storage 708 and input/output device(s) 710.
For example, NVM/storage 708 may be used to store data and/or instructions 714. NVM/storage 708 may include any suitable non-volatile memory (e.g., flash memory) and/or may include any suitable non-volatile storage device(s) (e.g., one or more hard disk drive(s) (HDD (s)), one or more Compact Disc (CD) drive(s), and/or one or more Digital Versatile Disc (DVD) drive (s)).
NVM/storage 708 may include storage resources that are physically part of the device on which apparatus 700 is installed, or it may be accessible by the device and need not be part of the device. For example, NVM/storage 708 may be accessible over a network via input/output device(s) 710.
Input/output device(s) 710 may provide an interface for apparatus 700 to communicate with any other suitable device, input/output device(s) 710 may include communication components, audio components, sensor components, and so forth. Network interface 712 may provide an interface for device 700 to communicate over one or more networks, and device 700 may communicate wirelessly with one or more components of a wireless network according to any of one or more wireless network standards and/or protocols, such as access to a communication standard-based wireless network, such as WiFi, 2G, 3G, 4G, 5G, 6G, etc., or a combination thereof.
For one embodiment, at least one of the processor(s) 702 may be packaged together with logic for one or more controller(s) (e.g., memory controller module) of control module 704. For one embodiment, at least one of the processor(s) 702 may be packaged together with logic for one or more controllers of control module 704 to form a System In Package (SiP). For one embodiment, at least one of the processor(s) 702 may be integrated on the same die with logic for one or more controller(s) of control module 704. For one embodiment, at least one of the processor(s) 702 may be integrated on the same die with logic for one or more controller(s) of control module 704 to form a system on chip (SoC).
In various embodiments, the apparatus 700 may be, but is not limited to being: a server, a desktop computing device, or a mobile computing device (e.g., a laptop computing device, a handheld computing device, a tablet, a netbook, etc.), among other terminal devices. In various embodiments, apparatus 700 may have more or fewer components and/or different architectures. For example, in some embodiments, device 700 includes one or more cameras, a keyboard, a Liquid Crystal Display (LCD) screen (including a touch screen display), a non-volatile memory port, multiple antennas, a graphics chip, an Application Specific Integrated Circuit (ASIC), and speakers.
The detection device can adopt a main control chip as a processor or a control module, sensor data, position information and the like are stored in a memory or an NVM/storage device, a sensor group can be used as an input/output device, and a communication interface can comprise a network interface.
For the device embodiment, since it is basically similar to the method embodiment, the description is simple, and for the relevant points, refer to the partial description of the method embodiment.
The embodiments in the present specification are described in a progressive manner, each embodiment focuses on differences from other embodiments, and the same and similar parts among the embodiments are referred to each other.
Embodiments of the present application are described with reference to flowchart illustrations and/or block diagrams of methods, terminal devices (systems), and computer program products according to embodiments of the application. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing terminal to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing terminal, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing terminal to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing terminal to cause a series of operational steps to be performed on the computer or other programmable terminal to produce a computer implemented process such that the instructions which execute on the computer or other programmable terminal provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
While preferred embodiments of the present application have been described, additional variations and modifications of these embodiments may occur to those skilled in the art once they learn of the basic inventive concepts. Therefore, it is intended that the appended claims be interpreted as including the preferred embodiment and all such alterations and modifications as fall within the true scope of the embodiments of the application.
Finally, it should also be noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or terminal that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or terminal. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or terminal that comprises the element.
The foregoing describes in detail a processing method based on a service work order, a work order configuration method, a terminal device, and a machine-readable medium, where specific examples are applied to explain the principles and embodiments of the present application, and the descriptions of the foregoing examples are only used to help understand the method and core ideas of the present application; meanwhile, for a person skilled in the art, according to the idea of the present application, there may be variations in the specific embodiments and the application scope, and in summary, the content of the present specification should not be construed as a limitation to the present application.
Claims (13)
1. A processing method based on a service work order is applied to a customer service system, and the method comprises the following steps:
sending page data of a customer service page to terminal equipment of a first user so as to display the customer service page in the terminal equipment;
receiving work order information of a service work order fed back through the customer service page, and generating work order query information, wherein the service work order is used for establishing the correlation between a customer service system and a user system;
sending the work order query information to a user system of a second user;
and receiving service progress information fed back by a user system, and sending the service progress information to the terminal equipment so as to display the service progress information in the customer service page.
2. The method of claim 1, further comprising:
sending service prompt information to terminal equipment so as to display the service prompt information on the customer service page, wherein the service prompt information comprises a keyword corresponding to a service work order;
receiving a selected keyword;
and determining a service work order according to the keyword, and feeding back data of the service work order so as to display a work order window corresponding to the service work order in a customer service page of the terminal equipment.
3. The method of claim 1, wherein generating work order query information comprises:
and configuring the field value of the corresponding field of the service work order according to the work order information to generate work order query information.
4. The method of claim 1, wherein the receiving service progress information fed back by a user system and sending the service progress information to the terminal device comprises:
receiving service progress information fed back by a user system, wherein the service progress information comprises processing progress information of at least one processing node corresponding to the service work order;
and sending the processing progress information of the at least one processing node to be displayed in the customer service page.
5. A processing method based on a service work order is applied to terminal equipment, and the method comprises the following steps:
receiving page data of a customer service page, and displaying the customer service page according to the page data;
receiving work order information of a service work order in response to the triggering of the customer service page;
sending the work order information of the service work order to a customer service system so that the customer service system generates work order query information according to the work order information and sends the work order query information to a user system of a second user to obtain service progress information, wherein the service work order is used for establishing the correlation between the customer service system and the user system;
and receiving service progress information and displaying the service progress information in the customer service page.
6. The method of claim 5, wherein the processing progress information comprises: processing state and processing detail information of the processing node; the displaying the service progress information in the customer service page comprises:
displaying the processing state of the at least one processing node in the customer service page;
and displaying the processing detail information of the at least one processing node in the customer service page in response to the viewing request of the first user.
7. The method of claim 5, wherein receiving work order information for servicing a work order in response to the triggering of the customer service page comprises:
receiving service prompt information and displaying the service prompt information in the customer service page;
responding to the triggering of the customer service page, receiving keywords and feeding the keywords back to a customer service system;
receiving data of the service work order corresponding to the keyword, and displaying a work order window corresponding to the service work order in a customer service page;
and receiving the work order information of the service work order through the work order window.
8. A method of work order configuration, comprising:
providing a work order configuration page, and displaying a work order template on the work order configuration page;
configuring fields and field information thereof in the work order template;
generating a service work order according to the field information and the work order template;
and establishing the association between the customer service system and the user system through the service work order so as to synchronize the service progress of the customer service system and the user system through the service work order.
9. The method of claim 8, wherein configuring the fields and their field information in the work order template comprises:
selecting at least one field in the work order template, and configuring field information of the field; and/or
Adding a self-defined field in the work order template, and configuring field information of the field.
10. The method of claim 9, further comprising:
configuring at least one processing node of the service work order, and node information of the processing node.
11. The method of claim 10, wherein generating a service work order from the field information and a work order template comprises:
generating a work order project according to field information of the fields, and generating a service work order by adopting the work order project and a work order template;
and establishing association between the service work order and at least one configured processing node.
12. An electronic device, comprising: a processor; and
a memory having executable code stored thereon that, when executed, causes the processor to perform the method of any of claims 1-11.
13. One or more machine-readable media having executable code stored thereon that, when executed, causes a processor to perform the method of any of claims 1-11.
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