CN101179528A - Method and system for implementing online service in enterprise instant communication - Google Patents
Method and system for implementing online service in enterprise instant communication Download PDFInfo
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- CN101179528A CN101179528A CNA2007101792578A CN200710179257A CN101179528A CN 101179528 A CN101179528 A CN 101179528A CN A2007101792578 A CNA2007101792578 A CN A2007101792578A CN 200710179257 A CN200710179257 A CN 200710179257A CN 101179528 A CN101179528 A CN 101179528A
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Abstract
The invention provides a method and a system used for realizing an on-line customer service in an enterprise instant communications. A user logs in a client-side. A server carries out an identity verification, and when the verification is passed, the server returns an user authority to the client-side, and according to the user authority, the client-side judges that the user is a customer service personnel, and then the client-side reminds whether to start costumer service. Visitors interview the enterprise costumer service system through Web pages, and the customer service system arranges the on-line customer service personnel for the visitors. By using the method and the system, the enterprise instant communications tool is able to support an on-line customer service conversation, and the enterprise costumer service personnel is able to realize the on-line customer service function only by entering the instant communications system, and two systems for login are not necessary any more, and the enterprise customer service personnel is able to carry out the on-line customer service and other tasks of the enterprise simultaneously by using the instant communications tool. In addition, when the costumer service personnel is not able to give a suitable answer to a question of the visitor, the customer service personnel is able to contact with other customer service personnel to seek help by using the instant communications tool. In this way, a feedback speed to the visitor is improved.
Description
Technical field:
The present invention relates to computer software, network communication field, especially instant messaging technology particularly relates to a kind of method and system of realizing online customer service in enterprise immediate communication.
Background technology:
Instant messaging (Instant messaging is called for short IM) has become the important means that the user communicates by network at present.Along with the commercial real-time communication demand of accelerating day by day in recent years, enterprise instant communication system is also developing rapidly, has become a kind of communication means commonly used in the enterprise.
Even can't support the contact staff in present enterprise's communication tool by immediate communication tool and visitor's session of using online customer service.The contact staff need use the immediate communication tool and the online customer service system of enterprises simultaneously, uses very inconvenient.
Summary of the invention:
The present invention provides a kind of method and system of realizing online customer service in enterprise immediate communication for addressing the above problem weak point.
Technical scheme provided by the invention is: a kind of method that realizes online customer service in enterprise immediate communication comprises the steps:
A. user's logging on client, server carries out authentication;
B. checking is passed through, and server returns user right to client;
C. client judges according to user right whether the user has the customer service authority, if then whether prompting enables online customer service;
D. the visitor is by the customer service system of Web page access company, and customer service system is arranged online contact staff for this visitor.
Among the described step c, if do not enable online customer service, then enter normal instant communication function, if enable, then user end to server sends the message that enters online customer service.After the contact staff was rolled off the production line, server notification customer service system, customer service system write down certain contact staff and roll off the production line.
In the described steps d, customer service system is checked current online contact staff, gives this visitor by predefined regular allocation, and customer service system sends message to server, and server sends the client of message to the contact staff, and the contact staff sees the visitor.
The message that the visitor sends is forwarded to server by customer service system, and server is transmitted to contact staff's client more then, and the message that the contact staff sends sends to server by client, and server is forwarded to customer service system again.
The visitor closes the Web page, and customer service system record visitor leaves, and announcement server, the corresponding client of server notification, and the contact staff learns that the visitor of service leaves.
Realize a kind of system that in enterprise immediate communication, realizes online customer service, comprise instant communication client, server end and the Web page, also comprise instant communication server, online customer service management system and database.
The Web page: the Web interface that the visitor uses;
Database: the service of stored information is provided;
The online customer service management system: Web server, online customer service is supported on the backstage of online customer service management system;
Advantage of the present invention:
The present invention makes enterprise instant communication tool support the online customer service session, the contact staff of enterprise only needs the log-in instant communication system just can finish the function of online customer service, do not need to login two cover systems, the contact staff of enterprise can use immediate communication tool to finish other the work of online customer service work and company simultaneously.In addition, when the problem contact staff of visitor's proposition can't make suitable answer, the contact staff can get in touch with immediate communication tool and other personnel at once, asks for help, and has improved the feedback speed to the visitor.。
Description of drawings:
Fig. 1 is the flow chart of the inventive method technical scheme;
Fig. 2 is an online customer service management system flow chart;
Fig. 3 is the structural representation of system of the present invention.
Embodiment:
As shown in Figure 1, a kind of method that realizes online customer service in enterprise immediate communication comprises the steps:
A. user's logging on client, server carries out authentication;
B. checking is passed through, and server returns user right to client;
C. client judges according to user right whether the user has the customer service authority, if then whether prompting enables online customer service;
D. the visitor is by the customer service system of Web page access company, and customer service system is arranged online contact staff for this visitor.
Among the described step c, if do not enable online customer service, then enter normal instant communication function, if enable, then user end to server sends the message that enters online customer service.After the contact staff was rolled off the production line, server notification customer service system, customer service system write down certain contact staff and roll off the production line.
In the described steps d, customer service system is checked current online contact staff, gives this visitor by predefined regular allocation, and customer service system sends message to server, and server sends the client of message to the contact staff, and the contact staff sees the visitor.
The message that the visitor sends is forwarded to server by customer service system, and server is transmitted to contact staff's client more then, and the message that the contact staff sends sends to server by client, and server is forwarded to customer service system again.
The visitor closes the Web page, and customer service system record visitor leaves, and announcement server, the corresponding client of server notification, and the contact staff learns that the visitor of service leaves.
As shown in Figure 2, the visitor is by Web page access online customer service system, customer service system is from server lookup online customer service personnel, customer service system is arranged online contact staff for this visitor, the mode of arranging can be for Random assignment, poll, according to the priority of customer service, customer service system announcement server, server notification contact staff's client, contact staff's client shows the visitor and enters, and contact staff's client and visitor carry out session by server and online customer service system.
When other employee of enterprise sends out message to the contact staff, at first message is dealt into instant communication server by client, instant communication server is stored this message, and then is forwarded to contact staff's client, and shows.
As shown in Figure 3, realize a kind of system that in enterprise immediate communication, realizes online customer service, comprise instant communication client, server end and the Web page, also comprise instant communication server, online customer service management system and database.
The Web page: the Web interface that the visitor uses;
Database: the service of stored information is provided;
The online customer service management system: Web server, online customer service is supported on the backstage of online customer service management system;
In a word, design of the present invention is the customer service system of visitor by web access enterprise, customer service system sends message to instant communication server, the immediate service device sends the client of message to the contact staff, thereby realize the contact staff of enterprise as long as the log-in instant communication system just can finish the online customer service function, need not login two cover systems.As long as relate to all belonging in the scope of protection of the invention of this patent design.
Claims (5)
1. method that realizes online customer service in enterprise immediate communication is characterized in that: comprises the steps,
A. user's logging on client, server carries out authentication;
B. checking is passed through, and server returns user right to client
C. client judges that according to user right user's identity is the contact staff, and then whether prompting enables online customer service
D. the visitor is by the customer service system of Web page access company, and customer service system is arranged online contact staff for this visitor.
2. in enterprise immediate communication, realize the method for online customer service according to claim 1 a kind of, it is characterized in that, among the described step c, if do not enable online customer service, then enter normal instant communication function, if enable, then user end to server sends the message that enters online customer service, after the contact staff was rolled off the production line, server notification customer service system, customer service system write down certain contact staff and roll off the production line.
3. in enterprise immediate communication, realize the method for online customer service according to claim 1 a kind of, it is characterized in that, in the described steps d, customer service system is checked current online contact staff, give this visitor by predefined regular allocation, customer service system sends message to server, and server sends the client of message to the contact staff, and the contact staff sees the visitor.
4. according to arbitrary described a kind of method that in enterprise immediate communication, realizes online customer service among the claim 1-3, it is characterized in that, the message that the visitor sends is forwarded to server by customer service system, server is transmitted to contact staff's client more then, the message that the contact staff sends sends to server by client, and server is forwarded to customer service system again.
5. a system that realizes online customer service in enterprise immediate communication comprises instant communication client, server end and the Web page, and it is characterized in that: described server end comprises instant communication server, online customer service management system.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2007101792578A CN101179528A (en) | 2007-12-12 | 2007-12-12 | Method and system for implementing online service in enterprise instant communication |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2007101792578A CN101179528A (en) | 2007-12-12 | 2007-12-12 | Method and system for implementing online service in enterprise instant communication |
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| CN101179528A true CN101179528A (en) | 2008-05-14 |
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| CNA2007101792578A Pending CN101179528A (en) | 2007-12-12 | 2007-12-12 | Method and system for implementing online service in enterprise instant communication |
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Cited By (13)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2011032335A1 (en) * | 2009-09-17 | 2011-03-24 | 中兴通讯股份有限公司 | Message management method and device |
| CN101582861B (en) * | 2009-06-12 | 2011-08-24 | 腾讯科技（深圳）有限公司 | Method of IM specific customer service call, as well as server, client and system thereof |
| CN101741755B (en) * | 2008-11-07 | 2012-02-01 | 亿迅(中国)软件有限公司 | System and method for instant network interaction |
| CN101674260B (en) * | 2008-09-08 | 2012-12-26 | 多友科技（北京）有限公司 | Web based instant messaging system for enterprises |
| CN103747100A (en) * | 2014-01-22 | 2014-04-23 | 北京奇虎科技有限公司 | Method, device and server for using virtual identity interaction in webpage IM (instant messenger) |
| CN105897548A (en) * | 2015-12-10 | 2016-08-24 | 乐视网信息技术（北京）股份有限公司 | Opinion feedback method, device and system and server |
| CN107294839A (en) * | 2017-06-09 | 2017-10-24 | 南京跃豚智能科技有限公司 | The method and mobile terminal of session are quickly set up in mobile terminal |
| CN107995013A (en) * | 2016-10-26 | 2018-05-04 | 腾讯科技（深圳）有限公司 | Customer service distribution method and device |
| CN109617783A (en) * | 2018-11-08 | 2019-04-12 | 成都颠峰科创信息技术有限公司 | Single service system under a kind of user based on semantic analysis |
| CN110300046A (en) * | 2018-03-22 | 2019-10-01 | 腾讯科技（深圳）有限公司 | A kind of business consultation control method, terminal and server |
| CN111199325A (en) * | 2018-11-19 | 2020-05-26 | 阿里巴巴集团控股有限公司 | Online customer service distribution method and device and electronic equipment |
| CN113360810A (en) * | 2021-07-02 | 2021-09-07 | 北京容联七陌科技有限公司 | Online customer service active session invitation method |
| CN113472955A (en) * | 2021-07-06 | 2021-10-01 | 浙江百应科技有限公司 | Seat state consistency control method and system |
-
2007
- 2007-12-12 CN CNA2007101792578A patent/CN101179528A/en active Pending
Cited By (16)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101674260B (en) * | 2008-09-08 | 2012-12-26 | 多友科技（北京）有限公司 | Web based instant messaging system for enterprises |
| CN101741755B (en) * | 2008-11-07 | 2012-02-01 | 亿迅(中国)软件有限公司 | System and method for instant network interaction |
| CN101582861B (en) * | 2009-06-12 | 2011-08-24 | 腾讯科技（深圳）有限公司 | Method of IM specific customer service call, as well as server, client and system thereof |
| WO2011032335A1 (en) * | 2009-09-17 | 2011-03-24 | 中兴通讯股份有限公司 | Message management method and device |
| CN103747100A (en) * | 2014-01-22 | 2014-04-23 | 北京奇虎科技有限公司 | Method, device and server for using virtual identity interaction in webpage IM (instant messenger) |
| CN103747100B (en) * | 2014-01-22 | 2017-04-05 | 北京奇立软件技术有限公司 | The method of virtual identity interaction, device and server used in a kind of webpage IM |
| CN105897548A (en) * | 2015-12-10 | 2016-08-24 | 乐视网信息技术（北京）股份有限公司 | Opinion feedback method, device and system and server |
| CN107995013A (en) * | 2016-10-26 | 2018-05-04 | 腾讯科技（深圳）有限公司 | Customer service distribution method and device |
| CN107294839A (en) * | 2017-06-09 | 2017-10-24 | 南京跃豚智能科技有限公司 | The method and mobile terminal of session are quickly set up in mobile terminal |
| CN110300046A (en) * | 2018-03-22 | 2019-10-01 | 腾讯科技（深圳）有限公司 | A kind of business consultation control method, terminal and server |
| CN110300046B (en) * | 2018-03-22 | 2022-02-08 | 腾讯科技（深圳）有限公司 | Business consultation control method, terminal and server |
| CN109617783A (en) * | 2018-11-08 | 2019-04-12 | 成都颠峰科创信息技术有限公司 | Single service system under a kind of user based on semantic analysis |
| CN111199325A (en) * | 2018-11-19 | 2020-05-26 | 阿里巴巴集团控股有限公司 | Online customer service distribution method and device and electronic equipment |
| CN111199325B (en) * | 2018-11-19 | 2023-12-26 | 阿里巴巴集团控股有限公司 | Online customer service distribution method and device and electronic equipment |
| CN113360810A (en) * | 2021-07-02 | 2021-09-07 | 北京容联七陌科技有限公司 | Online customer service active session invitation method |
| CN113472955A (en) * | 2021-07-06 | 2021-10-01 | 浙江百应科技有限公司 | Seat state consistency control method and system |
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Open date: 20080514 |