CN101764762A - Method for providing quickly inputted commonly used phrases in on-line customer service - Google Patents
Method for providing quickly inputted commonly used phrases in on-line customer service Download PDFInfo
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- CN101764762A CN101764762A CN200810224157A CN200810224157A CN101764762A CN 101764762 A CN101764762 A CN 101764762A CN 200810224157 A CN200810224157 A CN 200810224157A CN 200810224157 A CN200810224157 A CN 200810224157A CN 101764762 A CN101764762 A CN 101764762A
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Abstract
The invention provides a method for providing quickly inputted 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 sets commonly used phrase classes, commonly used phrase titles, commonly used phrase content and shortcut substitute characters corresponding to commonly used phrases; and the added information is submitted to a customer service system server, and is stored in the database of the server. After customer service personnel are quite acquainted with the shortcut substitute phrases corresponding to the commonly used phrases, when the customer service personnel directly input the shortcut phrases, the system can automatically substitute the shortcut phrases with the commonly used phrases and display the commonly used phrases in chat input boxes. Consequently, the integration of the shortcut substitute phrases and the commonly used phrases are realized; because only part of phrases are most commonly used sometimes, the customer service personnel who need to reply everyday can easily remember corresponding shortcut phrases, consequently, the time for replay in the form of the shortcut phrases is shortened, the working efficiency of the customer service personnel is further increased, and the experience and satisfaction of customers are increased.
Description
Technical field:
The present invention relates to computer software, network communication field, especially instant messaging particularly relates to a kind of method that quick input 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.
Customer service administrator unified configuration at present 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, contact staff's carriage return can send to the visitor.When common-use words were too much, the contact staff selects common-use words to search back and forth wasted time and energy.The time of searching sometimes even also longer than the time of input.Even if the contact staff is very clear to the content memory of answering, also need to search, search procedure greatly reduces contact staff's operating efficiency, and the visitor still needs to wait for the long time.Visitor's experience sense reduces.
Summary of the invention:
The present invention provides a kind of method that quick input 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, customer service administrator is provided with common-use words classification, common-use words title and common-use words content, and the quick substitute character of common-use words correspondence;
104. the above-mentioned information of adding is submitted to the customer service system server, and is kept on the described server database.
Described quick substitute character is set according at ordinary times custom or enterprises characteristics.
Described all common-use words contents are shared to all contact staff.
Advantage of the present invention:
Allow customer service administrator in backstage unification configuration, the contact staff with process that the visitor links up in can 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, contact staff's carriage return can send to the visitor.When the contact staff was very familiar to the quick replacement phrase of common-use words correspondence, when the contact staff directly imported shortcut phrase, system can replace corresponding common-use words according to shortcut phrase automatically, was presented in the chat input frame.Realize both combinations like this, sometimes the most frequently used is exactly a part, answer for the contact staff everyday, be easy to remember corresponding shortcut phrase, it is shorter to answer the needed time with the form of input shortcut phrase like this, thereby contact staff's operating efficiency further improves, and user experience sense and satisfaction all have raising.
Description of drawings:
Fig. 1 is the structural representation of online customer service of the present invention system;
Fig. 2 is a kind of flow chart that quick input common-use words method is provided in the online customer service the inside;
Fig. 3 is a kind of flow chart that uses quick input common-use words method in the online customer service system.
Embodiment:
The function that the present invention realizes: customer service administrator disposes the page at common-use words, the unified common-use words that are provided with are classified, common-use words title and common-use words content, and the quick substitute character of common-use words are after setting is finished, the contact staff with visitor's conversation page, directly import the common-use words substitute character, substitute character is mated automatically in system, mates according to substitute character, find relevant common-use words, be presented in the chat input frame.
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 classification, the particular content below each classification and the quick character of the newly-built general information of customer service administrator.
As shown in Figure 2, a kind of method that quick input common-use words are provided in the online customer service the inside,
May further 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, customer service administrator is provided with common-use words classification, common-use words title and common-use words content, and the quick substitute character of common-use words correspondence, custom or the artificial setting of other characteristics at ordinary times of quick substitute character basis reaches the purpose that allows the contact staff remember easily;
104. 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 method of in the online customer service system, using quick input common-use words,
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 is on above-mentioned conversation page, according to situation about exchanging, the contact staff imports the quick character of common-use words, and submits to the customer service system server;
Promptly send and obtain above-mentioned quick character answer requests for content and this quick character corresponding identification ID to the customer service system server;
204. the customer service system server mates the quick character set of the common-use words of conversation page automatically, by this collection, finds unique common-use words sign ID;
205. described server from the corresponding common-use words of database lookup, returns to conversation page according to this unique ID;
206. conversation page is replaced this character after obtaining the common-use words content that described server returns automatically, is shown to chat input frame the inside, the contact staff can finish the input of common-use words without mouse.
Claims (3)
1. the method that quick input 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, customer service administrator is provided with common-use words classification, common-use words title and common-use words content, and the quick substitute character of common-use words correspondence;
104. the above-mentioned information of adding is submitted to the customer service system server, and is kept on the described server database.
2. a kind of method that quick input common-use words are provided in the online customer service the inside according to claim 1, it is characterized in that: described quick substitute character is set according at ordinary times custom or enterprises characteristics.
3. a kind of method that quick input common-use words are provided in the online customer service the inside according to claim 1, it is characterized in that: described all common-use words contents are shared to all contact staff.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN200810224157A CN101764762A (en) | 2008-10-24 | 2008-10-24 | Method for providing quickly inputted commonly used phrases in on-line customer service |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN200810224157A CN101764762A (en) | 2008-10-24 | 2008-10-24 | Method for providing quickly inputted commonly used phrases in on-line customer service |
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| Publication Number | Publication Date |
|---|---|
| CN101764762A true CN101764762A (en) | 2010-06-30 |
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| Application Number | Title | Priority Date | Filing Date |
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| CN200810224157A Pending CN101764762A (en) | 2008-10-24 | 2008-10-24 | Method for providing quickly inputted commonly used phrases in on-line customer service |
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Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2012152115A1 (en) * | 2011-07-21 | 2012-11-15 | 中兴通讯股份有限公司 | Input method and device |
| CN104407763A (en) * | 2014-10-27 | 2015-03-11 | 百度在线网络技术（北京）有限公司 | Content input method and system |
| CN108733840A (en) * | 2018-05-29 | 2018-11-02 | 北京五八信息技术有限公司 | Acquisition methods, device, equipment and the storage medium of quickly revert message |
| CN112118168A (en) * | 2019-06-21 | 2020-12-22 | 腾讯科技（深圳）有限公司 | Message sending method, device, terminal and storage medium |
| CN113535921A (en) * | 2021-07-21 | 2021-10-22 | 携程旅游网络技术（上海）有限公司 | Speech output method, system, electronic device and storage medium for customer service |
| CN114615220A (en) * | 2020-11-23 | 2022-06-10 | 腾讯科技（深圳）有限公司 | Method and device for controlling message sending |
-
2008
- 2008-10-24 CN CN200810224157A patent/CN101764762A/en active Pending
Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2012152115A1 (en) * | 2011-07-21 | 2012-11-15 | 中兴通讯股份有限公司 | Input method and device |
| CN104407763A (en) * | 2014-10-27 | 2015-03-11 | 百度在线网络技术（北京）有限公司 | Content input method and system |
| CN108733840A (en) * | 2018-05-29 | 2018-11-02 | 北京五八信息技术有限公司 | Acquisition methods, device, equipment and the storage medium of quickly revert message |
| CN112118168A (en) * | 2019-06-21 | 2020-12-22 | 腾讯科技（深圳）有限公司 | Message sending method, device, terminal and storage medium |
| CN112118168B (en) * | 2019-06-21 | 2022-07-22 | 腾讯科技（深圳）有限公司 | Message sending method, device, terminal and storage medium |
| CN114615220A (en) * | 2020-11-23 | 2022-06-10 | 腾讯科技（深圳）有限公司 | Method and device for controlling message sending |
| CN114615220B (en) * | 2020-11-23 | 2023-06-06 | 腾讯科技（深圳）有限公司 | Message sending control method and device |
| CN113535921A (en) * | 2021-07-21 | 2021-10-22 | 携程旅游网络技术（上海）有限公司 | Speech output method, system, electronic device and storage medium for customer service |
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| C02 | Deemed withdrawal of patent application after publication (patent law 2001) | ||
| WD01 | Invention patent application deemed withdrawn after publication |
Open date: 20100630 |