CN101951393A - Browser/server mode-based online real-time customer service method and system - Google Patents
Browser/server mode-based online real-time customer service method and system Download PDFInfo
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- CN101951393A CN101951393A CN2010102586550A CN201010258655A CN101951393A CN 101951393 A CN101951393 A CN 101951393A CN 2010102586550 A CN2010102586550 A CN 2010102586550A CN 201010258655 A CN201010258655 A CN 201010258655A CN 101951393 A CN101951393 A CN 101951393A
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Abstract
The invention relates to a browser/server mode-based online real-time customer service method. The method comprises the following steps of: 1, receiving customer service requests of customers; 2, counting work busyness of customer service personnel to obtain a statistical result; and 3, disconnecting conversation lines with the customers if the work busyness of the customer service personnel reaches a saturation value, connecting the conversation lines with the customers from low to high according to the work busyness of the customer service personnel if the work busyness of the customer service personnel does not reach the saturation value, and randomly allocating the customer service personnel with the same work busyness to connect the conversation lines with the customers. The invention also relates to a browser/server mode-based online real-time customer service system. Through the browser/server mode-based online real-time customer service method and the browser/server mode-based online real-time customer service system, the customer service personnel are automatically allocated for work according to the work load of the customer service personnel, so that a series of problems such as the imbalance of the work load of the customer service personnel caused by non-uniform customer selection, long waiting time of the customers are avoided.
Description
Technical field
The present invention relates to network client Service Management field, more particularly, relate to a kind of online in real time client service method and system based on the browser/server pattern.
Background technology
The online business hall of broadcasting and TV integrated service of future generation is a kind of online business service platform towards radio and TV operator's integrated service, be based on radio and TV operator's Digital Television and wired broadband professional the two in the service platform of one, being used for the radio and TV operator serves its client by the Internet, be expansion and extension towards the business operation support system of future generation of the integration of three networks, have rigorous management function, the business of comprehensively guiding and supporting is handled on line and customer relation management.
The online in real time customer service function of the online business hall of broadcasting and TV integrated service of future generation needs client oneself to select the contact staff to seek advice from present, and system can not distribute contact staff's function automatically.And when the whole off-line of contact staff, the client still can initiate dialogue.Such service procedure is not a scientific flow.In the backstage of online in real time customer service simultaneously, the customer service director can't carry out quality inspection to the contact staff, also can't add up website traffic carrying capacity etc.Cause real-time customer service system can not thoroughly to put in place at management aspect.
Summary of the invention
The technical problem to be solved in the present invention is, the online business hall of broadcasting and TV integrated service of future generation at prior art can not distribute the contact staff to cause the unbalanced defective of contact staff's workload automatically, online in real time client service method and the system based on the browser/server pattern that provide a kind of workload according to the contact staff to distribute the contact staff to work automatically.
The technical solution adopted for the present invention to solve the technical problems is: construct a kind of online in real time client service method based on the browser/server pattern, comprise step:
S1, reception client's customer service request;
The busy degree of S2, statistics contact staff's work obtains statistics;
S3, according to described statistics, connect corresponding contact staff and client's dialogue circuit.
In the online in real time client service method based on the browser/server pattern of the present invention, step S3 comprises: as the busy degree of contact staff's the work value of reaching capacity, then disconnect the dialogue circuit with the client; As contact staff's busy degree value of not reaching capacity of working, then connect dialogue circuit with the client from low to high according to the busy degree of contact staff's work, the contact staff that the busy degree of Random assignment work is identical connects and client's dialogue circuit.
In the online in real time client service method based on the browser/server pattern of the present invention, comprise also after the step S3 that step: S41, contact staff arrive other contact staff according to client's needs with described dialogue circuit switching.
In the online in real time client service method based on the browser/server pattern of the present invention, also comprise step: S42, record contact staff and client's conversation content after the step S3, contact staff and client's dialogue is sorted out, marked.
In the online in real time client service method based on the browser/server pattern of the present invention, also comprise step: S5 after the step S42, generate corresponding individual form of contact staff and miscellaneous service corresponding business form according to the dialogue situation.
Construct a kind of online in real time customer service system based on the browser/server pattern, comprising:
Request receiver module: be used to receive client's customer service request;
Statistical module: be used to add up contact staff's the busy degree of work, obtain statistics;
Distribution module: be used for according to described statistics, connect corresponding contact staff and client's dialogue circuit.
In the online in real time customer service system based on the browser/server pattern of the present invention, described distribution module comprises:
Judging unit: be used for judging whether value of reaching capacity of contact staff's the busy degree of work and the busy degree of described work from described statistics;
Performance element: be used for the busy degree of work value of reaching capacity that judging unit is as described judged described contact staff, then disconnect dialogue circuit with the client; Judging unit is judged busy degree value of not reaching capacity of work of described contact staff as described, then according to the dialogue circuit of the busy degree of contact staff's work connection from low to high with the client; Described contact staff's the busy degree of work is identical simultaneously for judging unit busy degree value of not reaching capacity of work of judging described contact staff as described, and then the identical contact staff of the busy degree of Random assignment work connects and client's dialogue circuit.
In the online in real time customer service system based on the browser/server pattern of the present invention, described online in real time customer service system based on the browser/server pattern comprises that also the contact staff arrives described dialogue circuit switching according to client's needs other contact staff's interconnecting module.
In the online in real time customer service system based on the browser/server pattern of the present invention, described online in real time customer service system based on the browser/server pattern also comprises record contact staff and client's conversation content, the quality testing module that contact staff and client's dialogue is sorted out, marked.
In the online in real time customer service system based on the browser/server pattern of the present invention, described online in real time customer service system based on the browser/server pattern also comprises the Reports module that generates corresponding individual form of contact staff and miscellaneous service corresponding business form according to the dialogue situation.
Implement online in real time client service method and the system based on the browser/server pattern of the present invention, has following beneficial effect: distribute the contact staff to work automatically according to contact staff's workload, a series of problems such as client's stand-by period length have been avoided because the problem of customer selecting inequality causes contact staff's workload unbalanced.
Whether connect the work that contact staff's dialogue circuit can well the uniform distribution contact staff according to the busy degree decision of work, reduce client's stand-by period.Signaling transfer point can make the contact staff who is familiar with different business be same customer service easily.Record, sort out, the function of scoring is better to contact staff's the work inspection that exercises supervision.The function of bordereau better realizes individual and professional automatic statistics.
Description of drawings
The invention will be further described below in conjunction with drawings and Examples, in the accompanying drawing:
Fig. 1 is the schematic flow sheet of first preferred embodiment that the present invention is based on the online in real time client service method of browser/server pattern;
Fig. 2 is the schematic flow sheet of second preferred embodiment that the present invention is based on the online in real time client service method of browser/server pattern;
Fig. 3 is the schematic flow sheet of the 3rd preferred embodiment that the present invention is based on the online in real time client service method of browser/server pattern;
Fig. 4 is the schematic flow sheet of the 4th preferred embodiment that the present invention is based on the online in real time client service method of browser/server pattern;
Fig. 5 is the schematic flow sheet of the 5th preferred embodiment that the present invention is based on the online in real time client service method of browser/server pattern;
Fig. 6 is the structural representation of preferred embodiment that the present invention is based on the online in real time customer service system of browser/server pattern;
Fig. 7 is the particular flow sheet of preferred embodiment that the present invention is based on the online in real time client service method of browser/server pattern.
Embodiment
In order to make purpose of the present invention, technical scheme and advantage clearer,, the present invention is further elaborated below in conjunction with drawings and Examples.Should be appreciated that specific embodiment described herein only in order to explanation the present invention, and be not used in qualification the present invention.
Present online in real time customer service is divided into customer end/server mode (C/S model), browser/server pattern (B/S pattern), B/S, C/S model mixed mode, C/S model also is Fat Client usually, most of function of a program just, all realize, and server is only realized the sub-fraction function in client.The program one big drawback of C/S is exactly, and must install and deployment program could be moved in client, and just the user must obtain client-side program and just can move, so must consider installation and configuration between the different system.Adopt the B/S pattern, any time, as long as any place can use the Internet on the browser, the operating system different to client does not need to develop the client software of different editions, simplified the deployment of client greatly, the present invention applies to the B/S pattern with a kind of method of online in real time customer service.
As shown in Figure 1, in the schematic flow sheet of first preferred embodiment of the online in real time client service method that the present invention is based on the browser/server pattern, described online in real time client service method based on the browser/server pattern starts from step 100, proceed to step 101 after the step 100, receive client's customer service request.Subsequently, to next step 102, the busy degree of statistics contact staff's work obtains statistics.Subsequently, to next step 103,, connect corresponding contact staff and client's dialogue circuit according to described statistics.This method ends at step 104 at last.A kind of online in real time client service method based on the browser/server pattern of the present invention distributes the contact staff to work according to contact staff's workload automatically, a series of problems such as client's stand-by period length have been avoided because the problem of customer selecting inequality causes contact staff's workload unbalanced.
As shown in Figure 2, in the schematic flow sheet of second preferred embodiment of the online in real time client service method that the present invention is based on the browser/server pattern, described online in real time client service method based on the browser/server pattern starts from step 200, proceed to step 201 after the step 200, receive client's customer service request.Subsequently, to next step 202, the busy degree of statistics contact staff's work obtains statistics.Subsequently, to next step 203,, then disconnect dialogue circuit with the client as the busy degree of contact staff's the work value of reaching capacity; As contact staff's busy degree value of not reaching capacity of working, then connect dialogue circuit with the client from low to high according to the busy degree of contact staff's work, the contact staff that the busy degree of Random assignment work is identical connects and client's dialogue circuit.This method ends at step 204 at last.Whether connect the work that contact staff's dialogue circuit can well the uniform distribution contact staff according to the busy degree decision of work, reduce client's stand-by period.Other beneficial effect is referring to the foregoing description.
As shown in Figure 3, in the schematic flow sheet of the 3rd preferred embodiment of the online in real time client service method that the present invention is based on the browser/server pattern, described online in real time client service method based on the browser/server pattern starts from step 300, proceed to step 301 after the step 300, receive client's customer service request.Subsequently, to next step 302, the busy degree of statistics contact staff's work obtains statistics.Subsequently, to next step 303,, connect corresponding contact staff and client's dialogue circuit according to described statistics.Subsequently, to next step 304, the contact staff arrives other contact staff according to client's needs with described dialogue circuit switching.This method ends at step 305 at last.Being provided with of switching can be that the contact staff is transferred to relevant this professional contact staff that is familiar with owing to be unfamiliar with this business, also the client for various reasons (as talking last time and certain contact staff) wish and certain contact staff's talk and be transferred to this contact staff, but prerequisite be this contact staff just on line.Signaling transfer point can make the contact staff who is familiar with different business be same customer service easily.Other beneficial effect is referring to the foregoing description.
As shown in Figure 4, in the schematic flow sheet of the 4th preferred embodiment of the online in real time client service method that the present invention is based on the browser/server pattern, described online in real time client service method based on the browser/server pattern starts from step 400, proceed to step 401 after the step 400, receive client's customer service request.Subsequently, to next step 402, the busy degree of statistics contact staff's work obtains statistics.Subsequently, to next step 403,, connect corresponding contact staff and client's dialogue circuit according to described statistics.Subsequently, to next step 404, record contact staff and client's conversation content is sorted out, is marked contact staff and client's dialogue.This method ends at step 405 at last.The inspection of the convenient work of the record of conversation content, the inquiry of customer complaint etc., the operation of sorting out can be undertaken also can being undertaken by the contact staff by the client, sort out be provided with can be better to client's attention rate of business and business setting whether existing problems are added up, the satisfaction that the work while that being provided with of scoring can be encouraged the contact staff can be added up the client.Record, sort out, the function of scoring is better to contact staff's the work inspection that exercises supervision.Other beneficial effect is referring to the foregoing description.
As shown in Figure 5, in the schematic flow sheet of the 5th preferred embodiment of the online in real time client service method that the present invention is based on the browser/server pattern, described online in real time client service method based on the browser/server pattern starts from step 500, proceed to step 501 after the step 500, receive client's customer service request.Subsequently, to next step 502, the busy degree of statistics contact staff's work obtains statistics.Subsequently, to next step 503,, connect corresponding contact staff and client's dialogue circuit according to described statistics.Subsequently, to next step 504, record contact staff and client's conversation content is sorted out, is marked contact staff and client's dialogue.Subsequently, to next step 505, generate corresponding individual form of contact staff and miscellaneous service corresponding business form according to the dialogue situation.This method ends at step 506 at last.The function of bordereau better realizes individual and professional automatic statistics, and bordereau can be quality inspection form, traffic volume measurement form, customer service monitoring form, switching form, customer satisfaction statistics etc.Other beneficial effect is referring to the foregoing description.
The present invention also constructs a kind of online in real time customer service system based on the browser/server pattern, as shown in Figure 6, in the structural representation of the preferred embodiment of the online in real time customer service system that the present invention is based on the browser/server pattern, described online in real time customer service system based on the browser/server pattern comprises request receiver module 1, statistical module 2 and distribution module 3, request receiver module 1 is used to receive client's customer service request, statistical module 2 is used to add up contact staff's the busy degree of work, obtain statistics, distribution module 3 is used for according to described statistics, connects corresponding contact staff and client's dialogue circuit.This is during based on the work of online in real time customer service system of browser/server pattern, receives client's customer service request by request receiver module 1, and this customer service request is sent to statistical module 2; The busy degree of statistical module 2 statistics contact staff's work obtains statistics, and statistics is sent to distribution module 3; Distribution module 3 is connected corresponding contact staff and client's dialogue circuit according to described statistics.A kind of online in real time customer service system based on the browser/server pattern of the present invention distributes the contact staff to work according to contact staff's workload automatically, a series of problems such as client's stand-by period length have been avoided because the problem of customer selecting inequality causes contact staff's workload unbalanced.
Preferred embodiment as the online in real time customer service system based on the browser/server pattern of the present invention, distribution module 3 comprises judging unit and performance element, judging unit is used for judging whether value of reaching capacity of contact staff's the busy degree of work and the busy degree of described work from described statistics, performance element is used for the busy degree of work value of reaching capacity that judging unit is as described judged described contact staff, then disconnects the dialogue circuit with the client; Judging unit is judged busy degree value of not reaching capacity of work of described contact staff as described, then according to the dialogue circuit of the busy degree of contact staff's work connection from low to high with the client; Described contact staff's the busy degree of work is identical simultaneously for judging unit busy degree value of not reaching capacity of work of judging described contact staff as described, and then the identical contact staff of the busy degree of Random assignment work connects and client's dialogue circuit.Whether connect the work that contact staff's dialogue circuit can well the uniform distribution contact staff according to the busy degree decision of work, reduce client's stand-by period.Other beneficial effect is referring to the foregoing description.
As the preferred embodiment of the online in real time customer service system based on the browser/server pattern of the present invention, as shown in Figure 6, described online in real time customer service system based on the browser/server pattern also comprises interconnecting module 4.Interconnecting module 4 be used for the contact staff according to client's needs with described dialogue circuit switching to other contact staff.Being provided with of switching can be that the contact staff is transferred to relevant this professional contact staff that is familiar with owing to be unfamiliar with this business, also the client for various reasons (as talking last time and certain contact staff) wish and certain contact staff's talk and be transferred to this contact staff, but prerequisite be this contact staff just on line.Signaling transfer point can make the contact staff who is familiar with different business be same customer service easily.Other beneficial effect is referring to the foregoing description.
Preferred embodiment as the online in real time customer service system based on the browser/server pattern of the present invention, as shown in Figure 6, described online in real time customer service system based on the browser/server pattern also comprises quality testing module 5, quality testing module 5 is used to write down contact staff and client's conversation content, and contact staff and client's dialogue is sorted out, marked.The inspection of the convenient work of the record of conversation content, the inquiry of customer complaint etc., the operation of sorting out can be undertaken also can being undertaken by the contact staff by the client, sort out be provided with can be better to client's attention rate of business and business setting whether existing problems are added up, the satisfaction that the work while that being provided with of scoring can be encouraged the contact staff can be added up the client.The work to the contact staff of being provided with better of quality testing module 5 inspection that exercises supervision.
Preferred embodiment as the online in real time customer service system based on the browser/server pattern of the present invention, as shown in Figure 6, described online in real time customer service system based on the browser/server pattern also comprises Reports module 6, and Reports module 6 generates corresponding individual form of contact staff and miscellaneous service corresponding business form according to the dialogue situation.The function of bordereau better realizes individual and professional automatic statistics, and bordereau can be quality inspection form, traffic volume measurement form, customer service monitoring form, switching form, customer satisfaction statistics etc.Other beneficial effect is referring to the foregoing description.
Below by Fig. 7 the idiographic flow of a preferred embodiment of the online in real time client service method that the present invention is based on the browser/server pattern is done detailed description:
The client of at first online business hall business hall on the net imports business hall on member's number of the account and the password debarkation net, click the inlet of real-time customer service, at this moment the request receiver module 1 of customer service system receives request, and request sent to statistical module 2, contact staff when statistical module 2 calculates the spare time (calculating contact staff's the busy degree of work), distribution module 3 is distributed contact staff and user session according to the busy degree of work, can transfer by 4 pairs of dialogues of interconnecting module circuit in the dialog procedure, preserve chat record behind the end-of-dialogue and mark (but also client's scoring) by quality testing module 5 quality inspections for the customer service director, the chat record of Bao Cuning also can be used for the business handling statistics and the form of Reports module 6 simultaneously.
The above only is embodiments of the invention; be not so limit claim of the present invention; every equivalent structure transformation that utilizes specification of the present invention and accompanying drawing content to be done, or directly or indirectly be used in other relevant technical fields, all in like manner be included in the scope of patent protection of the present invention.
Claims (10)
1. the online in real time client service method based on the browser/server pattern is characterized in that, comprises step:
S1, reception client's customer service request;
The busy degree of S2, statistics contact staff's work obtains statistics;
S3, according to described statistics, connect corresponding contact staff and client's dialogue circuit.
2. the online in real time client service method based on the browser/server pattern according to claim 1 is characterized in that step S3 comprises: as the busy degree of contact staff's the work value of reaching capacity, then disconnect the dialogue circuit with the client; As contact staff's busy degree value of not reaching capacity of working, then connect dialogue circuit with the client from low to high according to the busy degree of contact staff's work, the contact staff that the busy degree of Random assignment work is identical connects and client's dialogue circuit.
3. the online in real time client service method based on the browser/server pattern according to claim 1 is characterized in that, also comprises step after the step S3:
S41, contact staff arrive other contact staff according to client's needs with described dialogue circuit switching.
4. the online in real time client service method based on the browser/server pattern according to claim 1 is characterized in that, also comprises step after the step S3:
S42, record contact staff and client's conversation content is sorted out, is marked contact staff and client's dialogue.
5. the online in real time client service method based on the browser/server pattern according to claim 4 is characterized in that, also comprises step after the step S42:
S5, generate corresponding individual form of contact staff and miscellaneous service corresponding business form according to the dialogue situation.
6. the online in real time customer service system based on the browser/server pattern is characterized in that, comprising:
Request receiver module (1): be used to receive client's customer service request;
Statistical module (2): be used to add up contact staff's the busy degree of work, obtain statistics;
Distribution module (3): be used for according to described statistics, connect corresponding contact staff and client's dialogue circuit.
7. the online in real time customer service system based on the browser/server pattern according to claim 6 is characterized in that, described distribution module (3) comprising:
Judging unit: be used for judging whether value of reaching capacity of contact staff's the busy degree of work and the busy degree of described work from described statistics;
Performance element: be used for the busy degree of work value of reaching capacity that judging unit is as described judged described contact staff, then disconnect dialogue circuit with the client; Judging unit is judged busy degree value of not reaching capacity of work of described contact staff as described, then according to the dialogue circuit of the busy degree of contact staff's work connection from low to high with the client; Described contact staff's the busy degree of work is identical simultaneously for judging unit busy degree value of not reaching capacity of work of judging described contact staff as described, and then the identical contact staff of the busy degree of Random assignment work connects and client's dialogue circuit.
8. the online in real time customer service system based on the browser/server pattern according to claim 6, it is characterized in that described online in real time customer service system based on the browser/server pattern comprises that also the contact staff arrives described dialogue circuit switching according to client's needs other contact staff's interconnecting module (4).
9. the online in real time customer service system based on the browser/server pattern according to claim 6, it is characterized in that, described online in real time customer service system based on the browser/server pattern also comprises record contact staff and client's conversation content, the quality testing module (5) that contact staff and client's dialogue is sorted out, marked.
10. the online in real time customer service system based on the browser/server pattern according to claim 6, it is characterized in that described online in real time customer service system based on the browser/server pattern also comprises the Reports module (6) that generates corresponding individual form of contact staff and miscellaneous service corresponding business form according to the dialogue situation.
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| CN2010102586550A CN101951393A (en) | 2010-08-20 | 2010-08-20 | Browser/server mode-based online real-time customer service method and system |
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| CN107995377B (en) * | 2017-11-03 | 2020-06-16 | 平安科技（深圳）有限公司 | Customer service management method, electronic device and computer readable storage medium |
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