CN104158988A - Electronic commerce system customer service telephone recording method - Google Patents
Electronic commerce system customer service telephone recording method Download PDFInfo
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- CN104158988A CN104158988A CN201410390694.4A CN201410390694A CN104158988A CN 104158988 A CN104158988 A CN 104158988A CN 201410390694 A CN201410390694 A CN 201410390694A CN 104158988 A CN104158988 A CN 104158988A
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Abstract
The invention relates to an electronic commerce system customer service telephone recording method, and relates to the technical field of electronic commerce, so as to solve the technical problem of reducing enterprise management cost. In the method, the electronic commerce system is configured with a telephone server, the telephone server records conversation content in real time when a customer service personnel and a user are in voice call, a unique recording identification code and a recording access address are allocated for a recording file, and a system server carries out association between the current orders and the recording identification code and the recording access address of the recording file. The method provided by the invention is applicable to the electronic commerce system.
Description
Technical field
The present invention relates to the technology of ecommerce, particularly relate to a kind of technology of customer service call recording method of e-commerce system.
Background technology
Along with informationalized universal, there is the management system of one or two cover oneself in each enterprise now.In service trade, company personnel's service quality often determines achievement and the destiny of an enterprise.For example, in e-commerce system, often need contact staff and user telephony communication, in phone communication process, contact staff's service quality can be related to user's purchase intention, and then is related to electric business's sale.But these enterprises mostly do not have highly effective method to understand the situation of contact staff's service, produce little effect even if dropped into very large human cost yet.
At present, in order to address the above problem, some enterprise carrys out specification by establishment system, but for most enterprises, system can not effectively be carried out, even if carried out, and details and the effect also not necessarily very clearly carried out.Therefore, this solution has significant limitation.
For most of e-commerce ventures, in order to improve contact staff's service quality, often adopt customer service phone is recorded, but these are recorded only for message, do not have associatedly with user's consumer behavior, and telephonograph content quantity is numerous, and management cannot be monitored one by one, thereby the help that the management of enterprise is brought is limited, cannot conscientiously solve the problem of enterprise.
Summary of the invention
For the defect existing in above-mentioned prior art, technical problem to be solved by this invention is to provide a kind of customer service call recording method of e-commerce system, for telephonograph is associated with client's consumer behavior, thereby be that the management of enterprise brings positive effect.
In order to solve the problems of the technologies described above, the customer service call recording method of a kind of e-commerce system provided by the present invention, comprises the following steps:
First, contact staff consults the electronic order in native system by customer service terminal, in the time need to conversing with the user speech of current order, inputs a call instruction to customer service terminal;
Customer service terminal is received after call instruction, reversal means order outside telephony server sends;
Receiving after the outer reversal means order that customer service terminal sends when telephony server, is that current order distributes a unique recording identification code, and a recording reference address, and feeds back to corresponding customer service telephone set;
Customer service telephone set is received ring immediately after the feedback information that telephony server sends, and by the order number of current order, and received recording identification code, recording reference address feed back to system server;
System server is received after the feedback information of customer service telephone set, and the order number in feedback information, recording identification code, recording reference address are bound;
Subsequently, in the time that customer service telephone set and user's telephone set carries out voice call, telephony server real-time recording dialog context, and the audio file that forms of recording being identified with recording identification code, and by this audio files storage the storage space under recording reference address.
Wherein, the telephone number that described electronic order comprises user; Described customer service terminal is being received after call instruction, calling and obtaining user is deposited in the contact telephone number in current order, and the telephone number of the corresponding customer service telephone set of this customer service terminal is set to calling number, the contact telephone number that user is deposited in this electronic order is set to called number, described in send to the outer reversal means order of telephony server to comprise this calling number and called number.
The customer service call recording method of e-commerce system provided by the invention, customer service telephonograph and user's order are carried out to associated binding, administrator can screen telephonograph according to pessimum order, accomplish purposive monitoring telephone recording, sum up failed experience, be beneficial to the management of enterprise, thereby reduce the management cost of enterprise.
Brief description of the drawings
Fig. 1 is the flow chart of the customer service call recording method of a kind of e-commerce system of the present invention.
Embodiment
Below in conjunction with specific embodiment, technical scheme of the present invention is described in further detail, but the present embodiment is not limited to the present invention, every employing analog structure of the present invention and similar variation thereof, all should list protection scope of the present invention in.
The customer service call recording method of a kind of e-commerce system that the embodiment of the present invention provides, relate to e-commerce system, in described e-commerce system, should dispose at least one system server, many customer service terminals, and with each customer service terminal multi-section customer service one to one telephone set; User is connected through the internet to system server, orders the commodity that e-commerce system provides, and system server generates electronic order according to the ordered commodity of user, and in electronic order, retains user's contact telephone number.
As shown in Figure 1, customer service call recording method of the present invention comprises the following steps:
First, contact staff consults the electronic order in native system by customer service terminal, comprises client's telephone number in this order, according to the situation of order, in the time need to conversing with the user speech of current order, inputs a call instruction to customer service terminal; Wherein, described current order refers to the electronic order that customer service terminal current time is transferred.
Then, customer service terminal is received after call instruction, first calling and obtaining user is deposited in the contact telephone number in current order, and the telephone number of the corresponding customer service telephone set of this customer service terminal is set to calling number, the contact telephone number that user is deposited in this electronic order is set to called number, then sends an outer reversal means order that includes this calling number and called number to telephony server;
Receiving after the outer reversal means order that customer service terminal sends when telephony server, is that current order distributes a unique recording identification code, and a recording reference address, and feeds back to the corresponding customer service telephone set of calling number;
Customer service telephone set is received ring immediately after the feedback information that telephony server sends, and by the order number of current order, and received recording identification code, recording reference address feed back to system server;
System server is received after the feedback information of customer service telephone set, and the order number in feedback information, recording identification code, recording reference address are bound;
Subsequently, in the time that customer service telephone set and user's telephone set carries out voice call, telephony server real-time recording dialog context, and the audio file that forms of recording being identified with recording identification code, and by this audio files storage the storage space under recording reference address; The implementation procedure of so far telephonograph completes.
By this method, in the time that enterprise administrator is found order failure, can transfer the voice call record of binding with this order according to the order number of failed order, and therefrom find out the reason that causes order failure; On this basis, can sum up the problem that contact staff exists in service, supervise contact staff to improve service quality, improve the success rate of order, and then be conducive to the long-term sound development of enterprise.
Claims (3)
1. a customer service call recording method for e-commerce system, is characterized in that comprising the following steps:
First, contact staff consults the electronic order in native system by customer service terminal, in the time need to conversing with the user speech of current order, inputs a call instruction to customer service terminal;
Customer service terminal is received after call instruction, reversal means order outside telephony server sends;
Receiving after the outer reversal means order that customer service terminal sends when telephony server, is that current order distributes a unique recording identification code, and a recording reference address, and feeds back to corresponding customer service telephone set;
Customer service telephone set is received ring immediately after the feedback information that telephony server sends, and by the order number of current order, and received recording identification code, recording reference address feed back to system server;
System server is received after the feedback information of customer service telephone set, and the order number in feedback information, recording identification code, recording reference address are bound;
Subsequently, in the time that customer service telephone set and user's telephone set carries out voice call, telephony server real-time recording dialog context, and the audio file that forms of recording being identified with recording identification code, and by this audio files storage the storage space under recording reference address.
2. the method for claim 1, is characterized in that, the telephone number that described electronic order comprises user.
3. the method for claim 1, it is characterized in that, described customer service terminal is being received after call instruction, calling and obtaining user is deposited in the contact telephone number in current order, and the telephone number of the corresponding customer service telephone set of this customer service terminal is set to calling number, the contact telephone number that user is deposited in this electronic order is set to called number, described in send to the outer reversal means order of telephony server to comprise this calling number and called number.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN201410390694.4A CN104158988A (en) | 2014-08-08 | 2014-08-08 | Electronic commerce system customer service telephone recording method |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201410390694.4A CN104158988A (en) | 2014-08-08 | 2014-08-08 | Electronic commerce system customer service telephone recording method |
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| CN104158988A true CN104158988A (en) | 2014-11-19 |
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| CN201410390694.4A Pending CN104158988A (en) | 2014-08-08 | 2014-08-08 | Electronic commerce system customer service telephone recording method |
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Cited By (7)
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| CN105681606A (en) * | 2016-03-15 | 2016-06-15 | 张玺 | Communication method and system based on express delivery service |
| CN107239969A (en) * | 2017-05-12 | 2017-10-10 | 太仓诚泽网络科技有限公司 | A kind of ecommerce complaint managerial approach based on customer service |
| CN107483869A (en) * | 2016-06-20 | 2017-12-15 | 上海飞机客户服务有限公司 | Service request and method for processing video frequency, device and equipment |
| CN107481016A (en) * | 2017-07-20 | 2017-12-15 | 苏州浦瑞融网络科技有限公司 | A kind of ecommerce complaint management system |
| CN110300233A (en) * | 2019-07-24 | 2019-10-01 | 携程计算机技术（上海）有限公司 | Enterprise-level phone track management method and system |
| CN112995400A (en) * | 2019-12-17 | 2021-06-18 | 腾讯科技（深圳）有限公司 | Call data processing method and related product |
| CN113596510A (en) * | 2021-07-27 | 2021-11-02 | 上海飞机客户服务有限公司 | Service request and video processing method, device and equipment |
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Cited By (10)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105681606A (en) * | 2016-03-15 | 2016-06-15 | 张玺 | Communication method and system based on express delivery service |
| CN105681606B (en) * | 2016-03-15 | 2019-03-15 | 张玺 | A kind of communication means and system based on Courier Service |
| CN107483869A (en) * | 2016-06-20 | 2017-12-15 | 上海飞机客户服务有限公司 | Service request and method for processing video frequency, device and equipment |
| CN107239969A (en) * | 2017-05-12 | 2017-10-10 | 太仓诚泽网络科技有限公司 | A kind of ecommerce complaint managerial approach based on customer service |
| CN107481016A (en) * | 2017-07-20 | 2017-12-15 | 苏州浦瑞融网络科技有限公司 | A kind of ecommerce complaint management system |
| CN110300233A (en) * | 2019-07-24 | 2019-10-01 | 携程计算机技术（上海）有限公司 | Enterprise-level phone track management method and system |
| CN110300233B (en) * | 2019-07-24 | 2021-05-07 | 携程计算机技术（上海）有限公司 | Enterprise-level telephone track management method and system |
| CN112995400A (en) * | 2019-12-17 | 2021-06-18 | 腾讯科技（深圳）有限公司 | Call data processing method and related product |
| CN112995400B (en) * | 2019-12-17 | 2022-07-29 | 腾讯科技（深圳）有限公司 | Call data processing method and related product |
| CN113596510A (en) * | 2021-07-27 | 2021-11-02 | 上海飞机客户服务有限公司 | Service request and video processing method, device and equipment |
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Application publication date: 20141119 |