CN103327069A - WEB-based remote client service support method and system - Google Patents
WEB-based remote client service support method and system Download PDFInfo
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- CN103327069A CN103327069A CN2013101820643A CN201310182064A CN103327069A CN 103327069 A CN103327069 A CN 103327069A CN 2013101820643 A CN2013101820643 A CN 2013101820643A CN 201310182064 A CN201310182064 A CN 201310182064A CN 103327069 A CN103327069 A CN 103327069A
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Abstract
The invention relates to a WEB-based remote client service support method and system. The system comprises a client terminal, a service provider, an operation log database and an analog terminal. The WEB-based remote client service support method comprises the operation steps that 1) a user side adopts a WEB browser to log in a service platform website of a service provider, and needed service content pages are selected; 2) the service provider tails after the service content pages selected by the user side, and user-side data and user-side request information are obtained and recorded into the operation log database; 3) the service provider plays back corresponding operation log records of the user-side in the log database on an analog terminal browser; 4) the service provider gives out service suggestion according to the log records, and achieves service provision. The WEB-based remote client service support method and system can easily and rapidly achieve the fact that client-service staffs guide users to use related service provided by the service provider.
Description
Technical field
The invention belongs to the internet information field, relate to a kind of remote client's technology support system and method thereof of Internet-based.
Background technology
Report according to International Telecommunications Union (ITU) issue claims, the Global Internet number of users surpasses 2,000,000,000, Websites quantity is near 600,000,000, the service of Internet-based is more and more, also become increasingly complex, the variety of issue that the user in use runs into is corresponding increase also, should being difficult to especially of some function complexity uses, cause learning cost to increase, service provider's customer service personnel can't accurately understand user's behaviour in service, in terminal use's PC special remote control software is installed too complicated, but also can cause new safety problem, all the more so on mobile phone operating system, these problems directly cause the customer service personnel that the related service that guides user uses the service provider to provide is provided.
Summary of the invention
Technical problem to be solved by this invention is: a kind of remote client's technical support approach and system of Internet-based are provided, and the customer service personnel of helping service provider intuitively, guides user is used the related service that the service provider provides quickly.
In order to address the above problem, the invention provides following technical scheme:
A kind of remote service support method of Base on Web the steps include:
1) user side adopts the service platform website of WEB browser login service provider, selects the service content page that needs;
2) described service provider follows the tracks of the service content page of user selection at server end, is saved in the Operation Log database after obtaining user side data, user side solicited message and operation note;
3) described service provider user side corresponding operating log recording in the playback log database on the pseudo-terminal browser;
4) described service provider provides service recommendations according to log recording, and completion service provides.
Further, when the user published, described service provider was according to its operating process of historical operation record playback of user side.
Further, when the user was online synchronously, the described user side operation of real-time synchronization may further comprise the steps:
Described service provider requires the supervisory work log database according to the terminal use's, adopts the long polling mode based on AJAX in the pseudo-terminal browser, then adopts the timing request of high frequency at the pseudo-terminal browser that lacks lasting connection support.
Further, when the user can't use online service, the oral operational order of described service provider's recording user end, the operation of analog subscriber end.
Further, it is characterized in that, described user side solicited message comprises: request address, POST, GET, COOKIE.
Further, described Operation Log database also records servers' data: the operating time.
Further, described provider server obtains the user side data in the service content page user end program of described user selection.
Further, described user side adopts the shell script based on JavaScript.
Further, described user side data comprise operation system information, software information, particular mouse event, keyboard event.
The present invention also proposes a kind of remote service back-up system of Base on Web, comprises user side, service provider, Operation Log database and pseudo-terminal, it is characterized in that,
Described user side adopts WEB browser login service provider platform website to select the service content page that needs, and preserves simultaneously user side solicited message, user side data in the Operation Log database;
Described service provider is the corresponding operation log recording of the described terminal use of playback on the pseudo-terminal browser, provides service recommendations according to log recording, the completion service support, and described pseudo-terminal uses a Database Replica;
Described Operation Log database is used for recording user end data and servers' data.
Beneficial effect of the present invention
The situation that the user is online or publish has been considered in the related service that more quickly and easily customer service personnel guides user use of the present invention service provider provides simultaneously, and minute scene solves client's operation requests problem.
Description of drawings
Fig. 1 is the present invention's its operating process schematic diagram of historical operation record playback according to the user in the embodiment that customer service is assisted;
Fig. 2 is the real-time operation schematic diagram of synchronously online terminal use among the embodiment that assists of customer service of the present invention;
Fig. 3 is according to user's spoken command pseudo-terminal user's operation chart among the embodiment that assists of customer service of the present invention.
Specific implementation
Below in conjunction with the accompanying drawing in the embodiment of the invention, the technical scheme in the embodiment of the invention is clearly and completely described, be understandable that, described embodiment only is the present invention's part embodiment, rather than whole embodiment.Based on the embodiment among the present invention, those skilled in the art belong to the scope of protection of the invention not making the every other embodiment that obtains under the creative work prerequisite.
Service support method of the present invention is as follows:
1) when the customer service of intended for end consumers was assisted, the operating process of recording this user of playback according to user's historical operation was with the problem of finding may occur in this user's operating process.When terminal use's log-in service platform, use is recorded its corresponding operation note to the Operation Log database based on the client of Javascript and based on the server of dynamic web page technique, the data of record comprise the client-requested information such as request address, POST, GET, COOKIE, and the servers' data such as operating time, when the client applied for that customer service is assisted after the operating time was mainly used in.When the terminal use needs the customer service personnel of service provider that service support is provided, the customer service personnel can read the interior Operation Log data of its fixed time section and in its operating process of pseudo-terminal playback, to find and to deal with problems, pseudo-terminal uses client, the server identical with the terminal use, but uses a Database Replica to avoid having influence on terminal use's data.
2) when the customer service of intended for end consumers was assisted, synchronously this online terminal use's real-time operation was with the problem of finding may occur in its operating process.The situation that this mode is applicable to the terminal use when using online service.When terminal use's log-in service platform, use is recorded its corresponding operation note to the Operation Log database based on the client of Javascript and based on the server of dynamic web page technique, the data of record comprise the client-requested information such as request address, POST, GET, COOKIE, and the servers' data such as operating time.When the terminal use needed the customer service personnel of service provider that service support is provided, the customer service personnel can read its Operation Log data and immediately in synchronously its operating process of pseudo-terminal, with timely discovery and deal with problems.
3) when the customer service of intended for end consumers is assisted, according to user's spoken command pseudo-terminal user's operation, with the problem of finding to occur in its operating process.The situation that this mode is applicable to the terminal use can't use online service the time.The customer service personnel of service provider record terminal use's oral operational order after the assistance request of receiving the terminal use, the contact staff operates accordingly according to operational order on pseudo-terminal, thereby find the problem that the terminal use may occur.
Embodiment one
As shown in Figure 1, for the embodiment of the invention provide when the customer service of intended for end consumers is assisted, according to its operating process of historical operation record playback of terminal use, with the implementing procedure schematic diagram of the problem finding may occur in its operating process.May further comprise the steps:
1) terminal use uses the browser of the shell script of supporting JavaScript to sign in to user's service platform of service provider.
2) terminal use selects needed service content page or leaf.
3) page of following the tracks of at needs uses client-side program (based on the shell script of JavaScript) to obtain client data (comprising operation system information, software information, particular mouse event, keyboard event).
Terminal use's request msg of 4) receiving by server record (comprise the client-requested information such as request address, POST, GET, COOKIE, and the servers' data such as operating time), automatically be recorded in the Operation Log database for subsequent use.
5) terminal use withdraws from service provider's service platform.
6) the customer service management system of contact staff's login service provider of service provider.
7) contact staff of the service provider client that receives the terminal use assists request.
8) contact staff of service provider reads the corresponding operation log recording of this terminal use according to the time period of terminal use's appointment from the Operation Log database.
9) contact staff of service provider uses playback program (shell script based on Java Script is carried out successively according to the operating time mark of the daily record data that reads) the corresponding operation log recording of this terminal use of playback at the pseudo-terminal browser, this playback function is supported progressively playback function, so that the very long two steps operation of interval time is carried out fast.Pseudo-terminal uses client, the server identical with the terminal use, but uses a Database Replica to avoid having influence on terminal use's data.
10) contact staff of service provider provides the suggestion that whether has problems and how to process problem according to playback.For example: certain client's proposition system when using certain function occurs unusual, the process that the client uses is checked in can follow up immediately client's explanation of contact staff, and inform and cause unusual reason, and in the situation that obtain the client and allow to help the client directly to deal with problems online.
11) problem solves, and the contact staff accepts other terminal use's consulting.
12) contact staff of service provider withdraws from the customer service management system.
Embodiment two
As shown in Figure 2, for the embodiment of the invention provide when the customer service of intended for end consumers is assisted, synchronously this online terminal use's real-time operation is with the implementing procedure schematic diagram of the problem finding may occur in its operating process.May further comprise the steps:
1) terminal use uses the browser of the shell script of supporting Java Script to sign in to user's service platform of service provider.
2) terminal use selects needed service content page or leaf.
3) page of following the tracks of at needs uses client-side program (based on the shell script of Java Script) to obtain client data (comprising operation system information, software information, particular mouse event, keyboard event).
Terminal use's request msg of 4) receiving by server record (comprise the client-requested information such as request address, POST, GET, COOKIE, and the servers' data such as operating time), automatically be recorded in the Operation Log database for subsequent use.
5) the customer service management system of contact staff's login service provider of service provider.
6) contact staff of the service provider client that receives the terminal use assists request.
7) contact staff of service provider requires the supervisory work log database according to the terminal use, for guaranteeing the promptness of service, in contact staff's pseudo-terminal browser, adopt the long polling mode based on AJAX, the pseudo-terminal browser that lacks lasting connection support then adopt high frequency (500ms is to 5000ms, view network and server situation and decide also can adopt the poll of longer time) regularly request.
8) contact staff of service provider uses synchronization program (based on the shell script of Java Script at the pseudo-terminal browser, if when when short polling mode, reading above the once-through operation daily record data, need to carry out successively according to the operating time mark) the corresponding operation log recording of this terminal use of playback, this playback function is not supported progressively playback function, can cooperate " embodiment one " to use when needing playback function.Pseudo-terminal uses client, the server identical with the terminal use, but uses a Database Replica to avoid having influence on terminal use's data.
9) contact staff of service provider provides the suggestion that whether has problems and how to process problem according to playback.
10) if the customer service personnel find to go wrong in terminal use's operating process in this process, the customer service personnel can instruct the terminal use, and how correct operation solves.
11) terminal use withdraws from service provider's service platform.
12) contact staff of service provider accepts other terminal use's consulting or withdraws from the customer service management system.
Embodiment three
As shown in Figure 3, for the embodiment of the invention provide when the customer service of intended for end consumers is assisted, according to user's spoken command pseudo-terminal user's operation, with the implementing procedure schematic diagram of the problem finding may occur in its operating process.May further comprise the steps:
1) contact staff of service provider logins the customer service management system.
2) contact staff of the service provider client that receives the terminal use assists request.
3) contact staff of service provider records terminal use's oral operational order.
4) contact staff of service provider operates in the pseudo-terminal browser accordingly according to terminal use's oral operational order.
5) contact staff of service provider provides the suggestion that whether has problems and how to process problem according to the simulated operation result.Pseudo-terminal uses client, the server identical with the terminal use, but uses a Database Replica to avoid having influence on terminal use's data.
6) problem solves, and the contact staff accepts other terminal use's consulting.
7) contact staff of service provider withdraws from the customer service management system.
Claims (10)
1. the remote service support method of a Base on Web the steps include:
1) user side adopts the service platform website of WEB browser login service provider, selects the service content page that needs;
2) described service provider follows the tracks of the service content page of user selection at server end, is saved in the Operation Log database after obtaining user side data, user side solicited message and operation note;
3) described service provider user side corresponding operating log recording in the playback log database on the pseudo-terminal browser;
4) described service provider provides service recommendations according to log recording, and completion service provides.
2. the remote service support method of Base on Web as claimed in claim 1 is characterized in that, when the user published, described service provider was according to its operating process of historical operation record playback of user side.
3. the remote service support method of Base on Web as claimed in claim 1 is characterized in that, when the user was online synchronously, the described user side operation of real-time synchronization may further comprise the steps:
Described service provider requires the supervisory work log database according to the terminal use's, adopts the long polling mode based on AJAX in the pseudo-terminal browser, then adopts the timing request of high frequency at the pseudo-terminal browser that lacks lasting connection support.
4. the remote service support method of Base on Web as claimed in claim 1 is characterized in that, when the user can't use online service, and the oral operational order of described service provider's recording user end, the operation of analog subscriber end.
5. such as the remote service support method of the described Base on Web of claim 1-4 any one, it is characterized in that, described user side solicited message comprises: request address, POST, GET, COOKIE.
6. such as the remote service support method of the described Base on Web of claim 1-4 any one, it is characterized in that, described Operation Log database also records servers' data: the operating time.
7. such as the remote service support method of the described Base on Web of claim 1-4 any one, it is characterized in that, described provider server obtains the user side data in the service content page user end program of described user selection.
8. the remote service support method of Base on Web as claimed in claim 7 is characterized in that, described user side program adopts the shell script based on Java Script.
9. the remote service support method of Base on Web as claimed in claim 1 is characterized in that, described user side data comprise operation system information, software information, particular mouse event, keyboard event.
10. the remote service back-up system of a Base on Web comprises user side, service provider, Operation Log database and pseudo-terminal, it is characterized in that,
Described user side adopts WEB browser login service provider platform website to select the service content page that needs, and preserves simultaneously user side solicited message, user side data in the Operation Log database;
Described service provider is the corresponding operation log recording of the described terminal use of playback on the pseudo-terminal browser, provides service recommendations according to log recording, the completion service support, and described pseudo-terminal uses a Database Replica;
Described Operation Log database is used for recording user end data and servers' data.
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| CN105430157A (en) * | 2015-10-27 | 2016-03-23 | 努比亚技术有限公司 | Terminal, and system and method for mutual help between terminals |
| CN106161205A (en) * | 2016-06-13 | 2016-11-23 | 甘肃省科学技术情报研究所 | A kind of remote online service system and method |
| WO2018014492A1 (en) * | 2016-07-19 | 2018-01-25 | 中兴通讯股份有限公司 | Method and device for viewing operation records of mobile terminal |
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| CN103327069B (en) | 2016-09-21 |
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