CN101621753A - Service and customer service integrated supporting system of mobile base - Google Patents
Service and customer service integrated supporting system of mobile base Download PDFInfo
- Publication number
- CN101621753A CN101621753A CN200810039892A CN200810039892A CN101621753A CN 101621753 A CN101621753 A CN 101621753A CN 200810039892 A CN200810039892 A CN 200810039892A CN 200810039892 A CN200810039892 A CN 200810039892A CN 101621753 A CN101621753 A CN 101621753A
- Authority
- CN
- China
- Prior art keywords
- complaint
- service
- mobile
- base
- customer
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Abstract
The invention relates to a service and customer service integrated supporting system of a mobile base, which comprises: a) a complaint forward lead, B) a knowledge base, C) a complaint assisting system, D) a service recommending function based on a data mining result, E) a complaint template setting system, and F) a complaint arriving SMS notification, wherein the complaint forward lead, the knowledge base, the complaint assisting system, the service recommending function based on the data mining result, the complaint template setting system, the complaint arriving SMS notification, a mobile TV supplier, a manufacturer or a third-party partner are subjected to the complaint flow integrated processing under the same platform. Compared with the prior art, the method has high service efficiency, and can make serving personnel know services, familiarize functions, and better serve customers as soon as possible.
Description
Technical field
The present invention relates to the customer service support system, relate in particular to a kind of service and customer service integrated supporting system of mobile base.
Background technology
For the service (as CRBT) of moving, former is to buy product by different sp there from supplier to provide, and entrust the unified order in base to offer the each province by mobile group company now, because the base is positioned at Shanghai City, need extremely bother for the mobile product that provides of each province, and product needed often the replacing meeting customer service personnel of each province are familiar with the very big inconvenience that brings of product.Owing to being distributed in 10086 of each province, accepting of complaint attend a banquet, and mobile phone TV services are base unification operations, 10086 customer services simultaneously also are to collect the user mobile TV product is advised, the important channel that requires, present stage adopts mail and liaison mode to report customer service to complain, exist complain the worker single lack of standardization, mail may be lost, complain problem such as appraisal management.
Summary of the invention
Purpose of the present invention is exactly to provide a kind of efficiency of service height, convenient fast service and customer service integrated supporting system of mobile base for the defective that overcomes above-mentioned prior art existence.
Purpose of the present invention can be achieved through the following technical solutions: service and customer service integrated supporting system of mobile base is characterized in that this system comprises: a) complain reach; B) knowledge base; C) complain help system; D) business recommended based on data mining results; E) complain template that system is set; F) complain to arrive SMS notification, described complaint reach, knowledge base, complaint help system, based on data mining results business recommended, complain template system to be set, to complain and arrive SMS notification and mobile TV supplier, manufacturer or third party are complained the integrated processing of flow process under identical platform.
Described complaint reach is meant 10086 customer services of complaint being given the each province, and this 10086 customer service meeting is according to complaining help system, bulletin, marketing message and knowledge base that complaint is made feedback, and the problem that can not handle is given the base again.
Described knowledge base is the needs at the customer complaint problem solving, storage in computer storage, tissue, management and the knowledge sheet that the interknits set of using.
Described complaint help system is to make the attendant understand business as soon as possible to be familiar with function, better provides service for the client.
Which professional relatively preference is the described information that provides according to data mining based on the business recommended attendant of being meant of data mining results know the user to, and then the relevant business information of transmission of suitable time, comes business of distributor efficiently.
Described complaint template is provided with system and is meant that offering the different template of user for dissimilar complaints represents different key points, helps the user and better expresses the demand of oneself, makes the attendant provide service for the user more accurately.
Described complaint arrives that SMS notification is meant for the problem that requires to be solved by the base personnel and base personnel can not in time land mobile customer service support platform the time, with calling information, feedback date, domain information send to the base personnel with the form of note, in time client's complaint is made feedback.
The integrated processing of described complaint flow process may further comprise the steps:
(1) client's complaint is handed over to 10086 customer services;
(2) 10086 customer services are made feedback to complaint;
(3) if 10086 customer services in the step (2) can't be handled complaining, then hand over to the mobile service base;
(4) make a response to complaint and feed back to 10086 customer services in the mobile service base;
(5) if the mobile service base in the step (2) can't be handled complaining, then hand over to mobile TV supplier, manufacturer or third party;
(6) mobile TV supplier, manufacturer or third party are made a response to complaint and are fed back to 10086 customer services, and 10086 customer services feed back to the user with result.
What compared with prior art, the present invention adopted is the operation mode of " the multi-service appropriateness is integrated, the unified operation in base ".The whole nation 10086 complaints of accepting are gathered, analyze, handle, feedback, 10086 customer services simultaneously also are to collect the user to the suggestion of mobile TV product, the important channel of requirement.The collection of this class demand of system support of the present invention worker list is submitted to and feedback, and builds the customer service knowledge base customer service information is carried out typing, tissue, issue, operation and maintenance.Aspect complaint handling, be illustrated on the customer service interface by the information unification relevant that will distribute with customer service, realize " complaining reach ".
Description of drawings
Fig. 1 complains the integrated process chart of flow process for the present invention;
Fig. 2 is a system configuration schematic diagram of the present invention.
Embodiment
The invention will be further described below in conjunction with accompanying drawing.
Embodiment 1
Shown in Fig. 1～2, service and customer service integrated supporting system of mobile base is characterized in that, this system comprises: a) complain reach; B) knowledge base; C) complain help system; D) based on the business recommended function of data mining results; E) complain template that system is set flexibly; F) complain the arrival SMS notification.Described complaint reach, knowledge base, complaint help system, based on the business recommended function of data mining results, complain template system to be set, to complain and arrive SMS notification and mobile TV supplier, manufacturer or third party are complained the integrated processing of flow process under identical platform.
The integrated handling process of described complaint flow process may further comprise the steps as shown in Figure 1:
(1) client's complaint is handed over to 10086 customer services;
(2) 10086 customer services are made feedback to complaint;
(3) if 10086 customer services in the step (2) can't be handled complaining, then hand over to the mobile service base;
(4) make a response to complaint and feed back to 10086 customer services in the mobile service base;
(5) if the mobile service base in the step (2) can't be handled complaining, then hand over to mobile TV supplier, manufacturer or third party;
(6) mobile TV supplier, manufacturer or third party are made a response to complaint and are fed back to 10086 customer services, and 10086 customer services feed back to the user with result.
Described complaint reach is meant that giving 10086 of each province with client's complaint handles rather than the base, and 10086 can give the base for the problem that can not handle according to complaining help system, bulletin, marketing message and knowledge base that complaint is made feedback.
Described complaint flow process is integrated, be meant 10086, base, mobile TV supplier, manufacturer, third party be all under Shanghai mobile TV base customer service support platform system, 10086 can hand to the base with the complaint of not handling, mobile TV supplier, manufacturer or third party also can be given with the problem of not handling in same base, realize the integrated of complaint handling flow process under same platform.
Described knowledge base is the needs at the customer complaint problem solving, the knowledge sheet that the interknits set of adopting certain knowledge representation mode to store in computer storage, organize, manage and use.Native system will good in the past answer template be kept in the knowledge base more effectively for other staff, more correctly is customer service, satisfies client's demand.
Described complaint help system is distributed in more than 30 area owing to 10086, the base is positioned at Shanghai, and mobile phone TV services often change, in order better to be customer service, adopt the complaint help system to make the attendant understand business as soon as possible and be familiar with function, better provide service for the client.
Described business recommended function based on data mining results is meant the information that the attendant provides according to data mining knows the user compares preference to which business, and then the relevant business information of transmission of suitable time, comes business of distributor efficiently.
The described template of complaining flexibly is provided with system, be meant for dissimilar complaints (as rate type, subscription type etc.), offer the different template of user and represent different key points, help the user and better express the demand of oneself, make the attendant provide service for the user more accurately.
Described complaint arrives SMS notification, be meant for the problem that requires to solve by the base personnel and the base personnel owing to come off duty or other reasons can not land Shanghai Mobile's customer service support platform the time, information such as calling information, feedback date, region can be sent to the base personnel with the form of note, thereby guarantee in time client's complaint to be made feedback.
The hardware configuration of present embodiment comprises client computer, application server, database server, and family machine, application server, database server are set up network by communication apparatus and connected, and its structure as shown in Figure 2.
Claims (8)
1. service and customer service integrated supporting system of mobile base is characterized in that, this system comprises: a) complain reach; B) knowledge base; C) complain help system; D) business recommended based on data mining results; E) complain template that system is set; F) complain to arrive SMS notification, described complaint reach, knowledge base, complaint help system, based on data mining results business recommended, complain template system to be set, to complain and arrive SMS notification and mobile TV supplier, manufacturer or third party are complained the integrated processing of flow process under identical platform.
2. service and customer service integrated supporting system of mobile base according to claim 1, it is characterized in that, described complaint reach is meant 10086 customer services of complaint being given the each province, this 10086 customer service meeting is according to complaining help system, bulletin, marketing message and knowledge base that complaint is made feedback, and the problem that can not handle is given and submitted the base.
3. service and customer service integrated supporting system of mobile base according to claim 1, it is characterized in that, described knowledge base is the needs at the customer complaint problem solving, storage in computer storage, tissue, management and the knowledge sheet that the interknits set of using.
4. service and customer service integrated supporting system of mobile base according to claim 1 is characterized in that, described complaint help system is to make the attendant understand business as soon as possible to be familiar with function, better provides service for the client.
5. service and customer service integrated supporting system of mobile base according to claim 1, it is characterized in that, the described information that provides according to data mining based on the business recommended attendant of being meant of data mining results knows the user is to which professional relatively preference, and then the relevant business information of transmission of suitable time, come business of distributor efficiently.
6. service and customer service integrated supporting system of mobile base according to claim 1, it is characterized in that, described complaint template is provided with system and is meant that offering the different template of user for dissimilar complaints represents different key points, help the better demand of expression oneself of user, make the attendant provide service for the user more accurately.
7. service and customer service integrated supporting system of mobile base according to claim 1, it is characterized in that, described complaint arrives that SMS notification is meant for the problem that requires to be solved by the base personnel and base personnel can not in time land mobile customer service support platform the time, with calling information, feedback date, domain information send to the base personnel with the form of note, in time client's complaint is made feedback.
8. service and customer service integrated supporting system of mobile base according to claim 1 is characterized in that, the integrated processing of described complaint flow process may further comprise the steps:
(1) client's complaint is handed over to 10086 customer services;
(2) 10086 customer services are made feedback to complaint;
(3) if 10086 customer services in the step (2) can't be handled complaining, then hand over to the mobile service base;
(4) make a response to complaint and feed back to 10086 customer services in the mobile service base;
(5) if the mobile service base in the step (2) can't be handled complaining, then hand over to mobile TV supplier, manufacturer or third party;
(6) mobile TV supplier, manufacturer or third party are made a response to complaint and are fed back to 10086 customer services, and 10086 customer services feed back to the user with result.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN200810039892A CN101621753A (en) | 2008-06-30 | 2008-06-30 | Service and customer service integrated supporting system of mobile base |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN200810039892A CN101621753A (en) | 2008-06-30 | 2008-06-30 | Service and customer service integrated supporting system of mobile base |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN101621753A true CN101621753A (en) | 2010-01-06 |
Family
ID=41514734
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN200810039892A Pending CN101621753A (en) | 2008-06-30 | 2008-06-30 | Service and customer service integrated supporting system of mobile base |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN101621753A (en) |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102819767A (en) * | 2012-08-03 | 2012-12-12 | 珠海市载舟软件技术有限公司 | Complaining and suggesting system and method based on intelligent mobile communication equipment |
| CN110009373A (en) * | 2019-03-07 | 2019-07-12 | 平安科技（深圳）有限公司 | Complain methods of exhibiting, device, computer equipment and the storage medium of part |
-
2008
- 2008-06-30 CN CN200810039892A patent/CN101621753A/en active Pending
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102819767A (en) * | 2012-08-03 | 2012-12-12 | 珠海市载舟软件技术有限公司 | Complaining and suggesting system and method based on intelligent mobile communication equipment |
| CN110009373A (en) * | 2019-03-07 | 2019-07-12 | 平安科技（深圳）有限公司 | Complain methods of exhibiting, device, computer equipment and the storage medium of part |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US9443216B2 (en) | System and method for providing managed instant communication (or chat)-based helpdesk services | |
| US8868660B2 (en) | Electronic communication work flow manager system, method and computer program product | |
| US9456324B2 (en) | Interactive display response system | |
| US9106749B2 (en) | Virtual call center manager | |
| US7286840B2 (en) | Rule based processing of SMS messages | |
| US7747705B1 (en) | Method to make a discussion forum or RSS feed a source for customer contact into a multimedia contact center that is capable of handling emails | |
| US20080015962A1 (en) | Process and system for gathering, storing, scoring, updating, sharing, handling, and distributing data and calculating fees for reports of the data | |
| CN105447654A (en) | Intelligent work order dispatch realization method and device | |
| CN104299127A (en) | Cooperative office management method | |
| CN102572139A (en) | Information processing method, business processing method and device | |
| US20130090973A1 (en) | Enterprise Interaction Management Methods and Apparatus | |
| CN103079178B (en) | The message management method of a kind of NGCRM second filial generation CRM system and system | |
| US9870542B2 (en) | Managing information technology solution centers | |
| CN108880848A (en) | System and method for transmitting relevant information of equipment in real time | |
| US7546301B1 (en) | Effectuating personalized, process-integrated information, communications and entertainment (ICE) service delivery | |
| CN101621753A (en) | Service and customer service integrated supporting system of mobile base | |
| US8832187B2 (en) | System and method for providing chat-based crisis management services | |
| US20090210394A1 (en) | Enterprise Entity for Use in a Call Center | |
| US20080057988A1 (en) | System and Method for Enhanced Interaction | |
| CN101267406A (en) | A method and system for realizing company office service based on SMS exchange telephone | |
| US10902083B2 (en) | System and method for enhancing information flow in an enterprise | |
| JP2001338120A (en) | Customer relation management service system | |
| CN101540968A (en) | Method for intercommunicating with mobile phone by instant communication | |
| CN102300006A (en) | Computer-aided telephone access system | |
| RU113600U1 (en) | INFORMATION SYSTEM |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| C12 | Rejection of a patent application after its publication | ||
| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20100106 |