CN101764697A - Method, system and use method thereof for providing commonly used phrases in on-line customer service - Google Patents
Method, system and use method thereof for providing commonly used phrases in on-line customer service Download PDFInfo
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- CN101764697A CN101764697A CN200810224156A CN200810224156A CN101764697A CN 101764697 A CN101764697 A CN 101764697A CN 200810224156 A CN200810224156 A CN 200810224156A CN 200810224156 A CN200810224156 A CN 200810224156A CN 101764697 A CN101764697 A CN 101764697A
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Abstract
The invention provides a method for providing commonly used phrases in on-line customer service, which includes the following steps that: a customer service administrator uses a password and an account to log in an on-line customer service system; the customer service administrator enters a page for configuring the commonly used phrases of on-line customer service; in the page, the customer service administrator creates commonly used phrase classes; after the classes are created, the administrator needs to add different common phrases one by one according to different classes; and after addition, the added information is submitted to a customer service system server, and is stored in the database of the server. The time needed by customer service personnel to reply can be shortened, input errors are avoided, the working efficiency of customer service personnel is increased, the experience of customers is enhanced, and the satisfaction of customers is increased.
Description
Technical field:
The present invention relates to computer software, network communication field, especially instant messaging particularly relates to a kind of method, system and using method thereof that common-use words are provided in the online customer service the inside.
Background technology:
Customer service system all is based on phone or call center, and the client is by calling the call center that is linked into enterprise, and the call center to idle customer service personnel, carries out this call forwarding phone to this user and links up, the variety of issue that answer proposes then.But this traditional customer service system need to be equipped with multi-section phone cost height, the service place is restricted, and the contact staff can only man-to-manly serve in the same time, and service content and efficiency of service are restricted.
Along with networks development, the user communicates by network becomes important means, the application of instant messaging also more and more widely, answer variety of issue by online customer service system for the user at present, a lot of WEB ends all provide online customer service, and promptly the user opens the WEB page, user and online customer service personnel carry out instant messaging, instant communication server is tabulated according to online customer service state, and with online customer service and its instant messaging of normal condition, this user can seek advice from real time.
At present, in the process that contact staff and visitor link up, when exchanging in the face of different visitors, there is a lot of repeatability in the problem of consulting, thereby cause the contact staff to answer a question in the process, there is a large amount of repeatability in literal, may one day 100 visitor repeat to make a return journey, and has talked about 100 times with regard to 10.Contact staff's time promptly wasted in this literal of input that allows the contact staff repeat, and also prolonged simultaneously the time of consulting, and the number that same contact staff answers the visitor will reduce, and in input process, also easy input error and understand error.Different contact staff may be also not too consistent in the process of input, and user experience is sympathetic like this can descend, and contact staff's operating efficiency is difficult to improve.
Summary of the invention:
The present invention provides a kind of method that common-use words are provided in the online customer service the inside for addressing the above problem weak point, comprises the steps:
101. customer service administrator signs in in the online customer service system by password and account number;
102. customer service administrator enters into the online customer service common-use words configuration page;
103. at the above-mentioned page, the newly-built common-use words classification of customer service administrator;
104. after having set up classification, the keeper need add different common languages at different classification;
105. after interpolation finishes, the information of adding is submitted to the customer service system server, and is kept on the described data in server storehouse.
Provide a kind of online customer service personnel to use the method for general information, may further comprise the steps,
201. the contact staff signs in in the online customer service system by password and account number;
202. contact staff and visitor set up session connection;
203. the contact staff on above-mentioned conversation page, sends the request that obtains above-mentioned common-use words title content to the customer service system server;
204. conversation page can be transmitted the unique ID of corresponding common-use words and give the customer service system server according to the title content of contact staff's selection;
205. the ID that the customer service system server passes over according to conversation page finds out the common-use words content of this ID correspondence in database the inside, return to conversation page;
206. the common-use words content that conversation page is returned this server automatically is filled in the chat input frame;
207. clicking transmission, the contact staff can send this content to the visitor.
A kind of online customer service instantaneous communication system of realizing said method comprises
User terminal is used for transferring immediate news to instant communication server 1, and receives the instant message that instant communication server 1 is replied;
The customer service terminal is used to receive the instant message that next customer service system server is sent, and replies to the customer service system server; Described client terminal simultaneously can with other client terminal instant messaging, also can with the user terminal instant messaging;
Instant communication server 1 is used to finish the instant messaging between user terminal and the customer service terminal; Instant communication server 1 also comprises memory module, is used to store the session content between user terminal and the customer service terminal;
Instant communication server 2 is used to finish the instant messaging between customer service terminal and the customer service terminal, and instant communication server 2 also comprises memory module, is used to store the session content between customer service terminal and the customer service terminal;
The customer service system server is used to receive instant communication server 1 and sends instant message about user terminal, and give one of them customer service terminal with this forwards, and the instant message of the customer service terminal in future is transmitted to relevant user terminals.Described customer service system server also comprises distribution module, be used to check the state of all customer service terminals, described customer service SOT state of termination comprises normal condition, busy condition and exit status, and from the customer service terminal of normal condition, the client terminal of one of them normal condition is given in Random assignment, and this user terminal and this customer service terminal are connected; Described customer service system server also comprises control module, is used to control being connected of online contact staff and visitor, and transmitting order to lower levels is given distribution module; And also comprise database, be used to store visitor's relevant information;
Described customer service system server also comprises the general information module, be used for the classification of the newly-built general information of customer service administrator and the particular content below each classification, the common-use words information module is connected by communication link respectively with database, distribution module and control module.
Advantage of the present invention:
Customer service administrator is unified configuration on the backstage, the contact staff with process that the visitor links up in find relevant common-use words by the common-use words classification, double-click the common-use words title then, can be shown to input frame to complete common-use words, the process that contact staff's carriage return can send to the visitor makes that contact staff's answer required time dwindles, avoided the mistake of input, contact staff's operating efficiency improves, and the user experience sense strengthens, and satisfaction improves.
Description of drawings:
Fig. 1 is the structural representation of online customer service instantaneous communication system of the present invention;
Fig. 2 is a kind of flow chart that common-use words are provided in the online customer service the inside;
Fig. 3 is the flow chart that a kind of online customer service personnel use common-use words information.
Embodiment:
The function that the present invention realizes: customer service administrator disposes the page at common-use words, unified the common-use words classification is set, common-use words title and common-use words content, be provided with finish after, the contact staff with visitor's conversation page, select corresponding common-use words.Double-click the common-use words title, the complete answer content of common-use words is presented at the chat input window, and the contact staff clicks transmission, can send this message to the visitor, and the input content that the contact staff need not be complete again.
Elaborate below in conjunction with accompanying drawing,
As shown in Figure 1, a kind of system of online customer service instant messaging comprises
User terminal is used for transferring immediate news to instant communication server 1, and receives the instant message that instant communication server 1 is replied.
The customer service terminal is used to receive the instant message that next customer service system server is sent, and replies to the customer service system server; Described client terminal simultaneously can with other client terminal instant messaging, also can with the user terminal instant messaging.
Instant communication server 1 is used to finish the instant messaging between user terminal and the customer service terminal; Instant communication server 1 also comprises memory module, is used to store the session content between user terminal and the customer service terminal.
Instant communication server 2 is used to finish the instant messaging between customer service terminal and the customer service terminal, and instant communication server 2 also comprises memory module, is used to store the session content between customer service terminal and the customer service terminal.
The customer service system server is used to receive instant communication server 1 and sends instant message about user terminal, and give one of them customer service terminal with this forwards, and the instant message of the customer service terminal in future is transmitted to relevant user terminals.Described customer service system server also comprises distribution module, be used to check the state of all customer service terminals, described customer service SOT state of termination comprises normal condition, busy condition and exit status, and from the customer service terminal of normal condition, the client terminal of one of them normal condition is given in Random assignment, and this user terminal and this customer service terminal are connected; Described customer service system server also comprises control module, is used to control being connected of online contact staff and visitor, and transmitting order to lower levels is given distribution module; And also comprise database, be used to store visitor's relevant information.
The customer service system server also comprises the general information module, is used for the classification of the newly-built general information of customer service administrator and the particular content below each classification.
As shown in Figure 2, a kind of method that common-use words are provided in the online customer service the inside comprises following
Step:
101. customer service administrator signs in in the online customer service system by password and account number;
102. customer service administrator enters into the online customer service common-use words configuration page;
103. at the above-mentioned page, the newly-built common-use words classification of customer service administrator, such as: common-use words, connection commonly used, basic problem, or the like.
104. after having set up classification, the keeper need add different common languages at different classification, this needs to add one by one.
105. after interpolation finishes, the information of adding is submitted to the customer service system server, and is kept on the described server database.
All contact staff share all common-use words contents,
Above-mentioned common-use words module can be other module according to the needs of enterprise, classification that newly-built correspondence is required and concrete title content.
As shown in Figure 3, a kind of online customer service personnel use the method for general information, comprise following
Step:
201. the contact staff signs in in the online customer service system by password and account number;
202. contact staff and visitor set up session connection;
203. the contact staff on above-mentioned conversation page, according to situation about exchanging, on the chat panel, selects relevant common-use words classification, under classification, double-clicks the common-use words title, promptly sends the request that obtains above-mentioned common-use words title content to the customer service system server;
204. conversation page can be transmitted the unique ID of corresponding common-use words and give the customer service system server according to the title content of contact staff's selection;
205. the ID that the customer service system server passes over according to conversation page finds out the common-use words content of this ID correspondence in database the inside, return to conversation page;
206. the common-use words content that conversation page can be returned this server automatically is filled into the chat input frame, foregoing is just imported without contact staff oneself;
207. clicking transmission, the contact staff can send this content to the visitor.
Claims (3)
1. the method that common-use words are provided in the online customer service the inside is characterized in that: comprise the steps:
101. customer service administrator signs in in the online customer service system by password and account number;
102. customer service administrator enters into the online customer service common-use words configuration page;
103. at the above-mentioned page, the newly-built common-use words classification of customer service administrator;
104. after having set up classification, the keeper need add different common languages at different classification;
105. after interpolation finishes, the information of adding is submitted to the customer service system server, and is kept on the described data in server storehouse.
2. method according to claim 1 provides a kind of online customer service personnel to use the method for general information, it is characterized in that: may further comprise the steps,
201. the contact staff signs in in the online customer service system by password and account number;
202. contact staff and visitor set up session connection;
203. the contact staff on above-mentioned conversation page, sends the request that obtains above-mentioned common-use words title content to the customer service system server;
204. conversation page, is transmitted the unique ID of corresponding common-use words according to the title content that the contact staff selects and is given the customer service system server;
205. the ID that the customer service system server passes over according to conversation page finds out the common-use words content of this ID correspondence in database the inside, return to conversation page;
206. the common-use words content that conversation page is returned this server automatically is filled in the chat input frame;
207. clicking transmission, the contact staff can send this content to the visitor.
3. realize the system of a kind of online customer service instant messaging of claim 1 method, comprise
User terminal is used for transferring immediate news to instant communication server 1, and receives the instant message that instant communication server 1 is replied;
The customer service terminal is used to receive the instant message that next customer service system server is sent, and replies to the customer service system server; Described client terminal simultaneously can with other client terminal instant messaging, also can with the user terminal instant messaging;
Instant communication server 1 is used to finish the instant messaging between user terminal and the customer service terminal; Instant communication server 1 also comprises memory module, is used to store the session content between user terminal and the customer service terminal;
Instant communication server 2 is used to finish the instant messaging between customer service terminal and the customer service terminal, and instant communication server 2 also comprises memory module, is used to store the session content between customer service terminal and the customer service terminal;
The customer service system server is used to receive instant communication server 1 and sends instant message about user terminal, and give one of them customer service terminal with this forwards, and the instant message of the customer service terminal in future is transmitted to relevant user terminals.Described customer service system server also comprises distribution module, be used to check the state of all customer service terminals, described customer service SOT state of termination comprises normal condition, busy condition and exit status, and from the customer service terminal of normal condition, the client terminal of one of them normal condition is given in Random assignment, and this user terminal and this customer service terminal are connected; Described customer service system server also comprises control module, is used to control being connected of online contact staff and visitor, and transmitting order to lower levels is given distribution module; And also comprise database, be used to store visitor's relevant information;
It is characterized in that: described customer service system server also comprises the general information module, be used for the classification of the newly-built general information of customer service administrator and the particular content below each classification, the common-use words information module is connected by communication link respectively with database, distribution module and control module.
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| CN200810224156A CN101764697A (en) | 2008-10-24 | 2008-10-24 | Method, system and use method thereof for providing commonly used phrases in on-line customer service |
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| CN200810224156A CN101764697A (en) | 2008-10-24 | 2008-10-24 | Method, system and use method thereof for providing commonly used phrases in on-line customer service |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104461239A (en) * | 2014-11-28 | 2015-03-25 | 北京奇虎科技有限公司 | Information interaction method and device |
| WO2019214114A1 (en) * | 2018-05-11 | 2019-11-14 | 平安科技（深圳）有限公司 | Instant messaging-based session method and apparatus, readable storage medium, and electronic device |
-
2008
- 2008-10-24 CN CN200810224156A patent/CN101764697A/en active Pending
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104461239A (en) * | 2014-11-28 | 2015-03-25 | 北京奇虎科技有限公司 | Information interaction method and device |
| CN104461239B (en) * | 2014-11-28 | 2019-02-26 | 北京奇虎科技有限公司 | A kind of information interacting method and device |
| WO2019214114A1 (en) * | 2018-05-11 | 2019-11-14 | 平安科技（深圳）有限公司 | Instant messaging-based session method and apparatus, readable storage medium, and electronic device |
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Open date: 20100630 |