CN104966149A - Power customer interdynamic service system based on instant messaging tool - Google Patents
Power customer interdynamic service system based on instant messaging tool Download PDFInfo
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Abstract
The invention relates to a customer service system in the electric power field, especially a power customer interdynamic service system based on an instant messaging (IM) tool. The system comprises an integrated fee-paying access management platform, a marketing business application module, a short message platform, a third party payment platform, a rechargeable card system and a remote monitoring management platform, and is characterized by also comprising a WeChat client, a power WeChat application and a WeChat service platform; the WeChat client is a WeChat client application issued by Tencent company; the WeChat service platform is an customized electric power WeChat service platform based on a WeChat public platform; the power WeChat application is power public number service; the WeChat service platform and the integrated fee-paying access management platform are integrated; the power WeChat application accesses to the integrated fee-paying access management platform through the WeChat service platform, interacts with a marketing business application and a short message platform system, and is integrated with the third party payment platform to realize user fee-paying and power purchase payment.
Description
Technical field
The present invention relates to the customer service system of power domain, particularly relate to a kind of power customer interactive service system based on JICQ.
Background technology
Each ingredient in the present invention is described below:
Electricity customers: set up with power supply enterprise in accordance with the law and supply the tissue of electricity consumption relation or individual to be called Electricity customers, be called for short user, different electricity consumption address is considered as different user.
Instant messaging: Instant Messaging, be called for short IM, being a kind of business of the instant interchange message based on internet, is a Terminal Service, and the transmission message language allowing two people or many people to use networking instant, archives, voice exchange with video.Instant messaging can be divided into mobile phone instant messaging and PC instant messaging according to the object loaded.
SCRM:social crm, socialization customer relation management.
Integration payment access-in management platform: the important component part of State Grid Corporation of China's intelligent power service system, be the technical platform expanding residential customers paying electric charge mode, realize all kinds of payment channel, the unified access of payment device, unified monitoring, unified management.
Sales service is applied: State Grid Corporation of China's construction in a systematic way is united the power marketing KXG pushed away, be electric power " eight greatly one of application in SG186 ＂, realizes the electricity consumption relevant to power consumer apply to install handle, electricity consumption behavior management, electricity consumption consume and settle accounts and measuring asset management etc.
SMS platform: the short message port that electric power enterprise directly provides based on China Mobile, UNICOM, telecommunications, is connected the platform realizing carrying out note Batch sending and self-defined transmission with client's assigned number with internet.
Third-party payment platform: the payment platform that non-financial institution provides, as: Alipay, Unionpay's payment, micro-letter pay etc.
In recent years, along with the fast development of cell phone internet technology, cell phone network exchanges has become a kind of fashion of modern society's human communication, convenient, indispensable mode.Utilizing mobile phone to commence business to handle, is the most popular current, the services channels that are loved by the people most.State Grid Corporation of China is devoted to change tradition service mode, structure facilitation customer service channel system face-to-face, and Unified Generalization has built the application of electric power cell-phone customer terminal, enjoys electrical power services whenever and wherever possible to further facilitate power consumer.But along with being on the increase of State Grid Corporation of China's services client, the continuous increase of service radius, the continuous lifting of customer demand for service, the sex-limited interactive service demand that cannot meet user's " convenient, quick, multidimensional " of service bureau of cell-phone customer terminal application.Therefore, in order to shorten the customer service response time further, improving customer information interactive intelligence, designing in the urgent need to the power customer interactive service business model of carrying out based on JICQ.
State Grid Corporation of China has built the cell-phone customer terminal application be convenient to client traffic and handled based on Internet technology, compensate for time and the geographic restrictions of the payment of traditional business hall, the life style of the smart mobile phone epoch people that more fit.This application needs power consumer first to install the cell-phone customer terminal App program of Utilities Electric Co., successful installation is also registered by rear, can realize the services such as the electricity electricity charge inquiry of power consumer, power purchase of paying dues, business consultation, troublshooting application, Energy Efficiency Analysis by this application.The service architecture model of cell-phone customer terminal application as shown in Figure 1.
Request response " is asked-answer " to existing cell-phone customer terminal application service tool information based on text alternately, exists in information interaction:
(1) single alternately, two-way interaction service cannot be realized;
(2) need special client-side program is installed, operate not convenient, dumb alternately;
(3) in information interactive process, client completely cannot present reciprocal process, form mutual closed loop, and information continuity is poor.
Summary of the invention
Goal of the invention of the present invention is: micro-letter waits mobile immediate communication instrument, and because it is cross-platform, across a network, the advantages such as energy free dispach (FD) voice, note, video, picture and word, become the representational product of mobile Internet industry most gradually.Instant messaging service aid design power customer interactive service business model is waited based on micro-letter, set up interaction content to enrich, respond instant, interactive mode new services channel easily, can allow any power consumer installing micro-letter client, only need pay close attention to electric power public number and easily can enjoy the immediate interactive services such as electricity payment, inquiry arrearage, online business consultation anywhere or anytime, improve service image and the customer satisfaction of power supply enterprise.
Technical scheme of the present invention is as follows:
A kind of power customer interactive service system based on micro-letter, described system comprises integration payment access-in management platform, sales service application module, SMS platform, Third-party payment platform, rechargeable card system and remote monitoring and administration platform, it is characterized in that: described system also comprises micro-letter client, the application of electric power micro-letter and micro-telecommunications services platform;
Described micro-letter client is the micro-letter client application issued by company of Tengxun; Micro-telecommunications services platform is the micro-telecommunications services platform of electric power based on micro-letter public platform customization; The micro-letter application of electric power is the service of electric power public number, comprise society user pay close attention to electric power public number by micro-letter client after interactive interface and the back-end services that provides business service and data interaction etc. to support;
Described micro-telecommunications services platform and integrated access-in management platform intergration of paying the fees, electric power micro-letter application by accessing integrated access-in management platform of paying the fees with micro-telecommunications services platform, and apply with sales service, SMS platform system mutual; And with Third-party payment platform intergration, realize user payment power purchase pay.
Further, described micro-telecommunications services platform comprises with lower module:
(1) handle module based on the power business of micro-letter is self-service, described module comprises:
Client's electricity electricity charge inquiry, customer balance inquiry, electricity bill inquiry, payment record queries, the inquiry of payment site and electricity payment etc.;
(2) based on 1 couple 1 interactive service module of micro-letter, described module by the special question of power supply enterprise's public number for client, for client provide 1 to 1 dialogue Answer Service, comprising:
Business consultation, emergency are reported for repairment, and complaint, report, suggestion, suggestion, reservation etc. give process promise and feedback processing result immediately;
(3) based on the group service module of micro-letter, this module is for having customer group's information sharing each other of similar load nature of electricity consumed.
Further, described system is also provided with electric power networks seat, and described electric power networks seat connects micro-telecommunications services platform, realizes and the artificial immediate service one to one of micro-letter of power consumer.
Beneficial effect of the present invention is: invention achieves JICQs such as utilizing micro-letter, to realize between Electricity customers and electric power enterprise at any time, everywhere, the object of bidirectional information interaction of following one's inclinations.Designed by the power customer interactive service business model based on JICQs such as micro-letters, the electric power palm services channels based on JICQs such as micro-letters can be built.Apply this channel, there is following benefit:
1, improve electric service " customer self-service " service level better, innovation electric service means, realize the intelligent interaction with client, the working pressure of effectively shunting business hall and 95598 customer services.
2, be that client provides wider, the more intelligent electric service of application further, for client make everywhere can " Consultant for Utilizing Power " image.
3, effectively reduce interactive operation cost of communicating with client, save the construction investment with interactive customer channel, optimize software and hardware resources configuration.
Accompanying drawing explanation
Fig. 1 is the service rack composition based on cell-phone customer terminal in prior art.
Fig. 2 is the power customer interactive service Organization Chart based on JICQs such as micro-letters of the present invention.
Embodiment
As shown in Figure 2, wherein, micro-letter client is the micro-letter client application issued by company of Tengxun, and micro-telecommunications services platform is micro-letter public number service platform, and the micro-letter application of electric power is the electric power public number service of Utilities Electric Co.'s development deployment.Electric power networks seat is the artificial customer service of micro-communication network of serving vast power consumer that Utilities Electric Co. is arranged, for realizing and the artificial immediate service one to one of micro-letter of power consumer.
Power customer interactive service business model based on instant messagings such as micro-letters comprises following three kinds:
(1) pattern is handled based on the power business of the JICQs such as micro-letter is self-service
This kind of pattern is mainly applicable to business tine and fixes and the business tine that can self-servicely handle of client, as: client's electricity electricity charge inquiry, customer balance inquiry, electricity bill inquiry, payment record queries, the inquiry of payment site and electricity payment etc.Self-service transacting business is only limitted to register and binds the client of electricity consumer number.
(2) based on 1 couple 1 interactive service pattern of the JICQs such as micro-letter
This kind of mode power enterprise public number special question for client, for client provide 1 to 1 dialogue Answer Service, make every effort to accomplish " pieces have response, everything have feedback ".The information interaction that high business provides instant is required for promptness, as: business consultation, emergency are reported for repairment, for the less demanding business of promptness, as: complaint, report, suggestion, suggestion, reservation etc. immediately give process and promise to undertake and feedback processing result.
(3) based on the group service pattern of the JICQs such as micro-letter
This pattern mainly has customer group's information sharing each other of similar load nature of electricity consumed.As: energy-conservation skill interchange, electricity consumption exchange of knowledge etc.This pattern is applicable to registration binding account and meets customers of power supply enterprise definition rule, and initiates the group of foundation by power supply enterprise and invite the client added.
Embodiment based on the power customer interactive service business model of the instant messagings such as micro-letter is as follows:
(1) in micro-letter public service platform application electric power public number;
(2) develop and dispose the micro-letter application of electric power;
When disposing, emphasis to note the safety of the information interaction of internet, information outer net and electric power enterprise Intranet.By safety prevention measures such as fire wall, safe access gateway, spacer assemblys, ensure the safety that between intranet and extranet, information is transmitted.
(3) system integration between the micro-letter application of electric power and micro-telecommunications services platform is realized;
(4) service system of three class service modes is set up:
1) pattern is handled based on the power business of the instant messagings such as micro-letter is self-service
After client logs in the JICQs such as micro-letter, pay close attention to the public affairs number of power supply enterprise's registration, self-servicely can complete paid close attention to business tine.Employing real-time query is mutual.
Inquiry class: according to nominal key or function button, initiatively extracts to public number the content paid close attention to, and public number returns qualified Query Result for client.
The electricity charge are paid: after inquiry arrearage, select the corresponding modes of payments, confirm electricity payment, pay result for public number for client returns.
2) based on 1 couple 1 interactive service pattern of the instant messagings such as micro-letter
After client logs in the JICQs such as micro-letter, pay close attention to the public affairs number of power supply enterprise's registration, select interactive service type, select " manual service " or " intelligent robot service ", carry out interaction with public number.Wherein, " manual service " is that electric power networks manual position provides interactive service one to one by public service platform to power consumer; " intelligent robot service " be intelligent robot by public service platform for power consumer provides interactive service one to one.
3) based on the group service pattern of the instant messagings such as micro-letter
Managed, pay close attention to from micro-credit household, inquire about product information, accept service consultation, participate in the behavioral datas such as the information of marketing activity by SCRM, set up the classification of user's special group by intellectual analysis.By Customer Service Manager, cross micro-letter public service platform, to the user under same classification, initiatively invite and add group, set up group's " one-to-many " service, as: client's Energy Efficiency Analysis and management, energy conservation service for customers, intelligent power control etc.
Present invention achieves:
1) realize electric power traditional services mode altering, manually served face-to-face, one to one by original, change the service one to one of mobile Internet into;
2) realize " request-response " passive unidirectional information interaction of formula to change to intelligent bidirectional information interaction, promote the service experience of electric power mobile smart mobile phone services channels;
3) devise a kind of new electric power interactive service mode, can active marketing be realized, and the group service of one-to-many can be realized, improve the service efficiency of contact staff.
Claims (3)
1. the power customer interactive service system based on micro-letter, described system comprises integration payment access-in management platform, sales service application module, SMS platform, Third-party payment platform, rechargeable card system and remote monitoring and administration platform, it is characterized in that: described system also comprises micro-letter client, the application of electric power micro-letter and micro-telecommunications services platform;
Described micro-letter client is the micro-letter client application issued by company of Tengxun; Micro-telecommunications services platform is the micro-telecommunications services platform of electric power based on micro-letter public platform customization; The micro-letter application of electric power is the service of electric power public number, comprise society user pay close attention to electric power public number by micro-letter client after interactive interface and the back-end services that provides business service and data interaction etc. to support;
Described micro-telecommunications services platform and integrated access-in management platform intergration of paying the fees, electric power micro-letter application by accessing integrated access-in management platform of paying the fees with micro-telecommunications services platform, and apply with sales service, SMS platform system mutual; And with Third-party payment platform intergration, realize user payment power purchase pay.
2. a kind of power customer interactive service operation system based on JICQ according to claim 1, it is characterized in that, described micro-telecommunications services platform comprises with lower module:
(1) handle module based on the power business of micro-letter is self-service, described module comprises:
Client's electricity electricity charge inquiry, customer balance inquiry, electricity bill inquiry, payment record queries, the inquiry of payment site and electricity payment etc.;
(2) based on 1 couple 1 interactive service module of micro-letter, described module by the special question of power supply enterprise's public number for client, for client provide 1 to 1 dialogue Answer Service, comprising:
Business consultation, emergency are reported for repairment, and complaint, report, suggestion, suggestion, reservation etc. give process promise and feedback processing result immediately;
(3) based on the group service module of micro-letter, this module is for having customer group's information sharing each other of similar load nature of electricity consumed.
3. a kind of power customer interactive service operation system based on JICQ according to claim 1, it is characterized in that: described system is also provided with electric power networks seat, described electric power networks seat connects micro-telecommunications services platform, realizes and the artificial immediate service one to one of micro-letter of power consumer.
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| CN105243506A (en) * | 2015-10-22 | 2016-01-13 | 广西中烟工业有限责任公司 | WeChat-based payment system and method |
| CN105610680A (en) * | 2015-10-13 | 2016-05-25 | 广西中烟工业有限责任公司 | Multi-account WeChat management system based on cigarette after-sale service evaluation system |
| CN105847020A (en) * | 2016-05-18 | 2016-08-10 | 腾讯科技（深圳）有限公司 | Message pushing method and device |
| CN105915441A (en) * | 2016-05-20 | 2016-08-31 | 国家电网公司 | WeChat repair method based on distribution network emergency repair command system |
| CN106570588A (en) * | 2016-10-26 | 2017-04-19 | 国网江苏省电力公司南京市高淳区供电公司 | WeChat official platform-based electric power monitoring and alarm system |
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| CN108234613A (en) * | 2017-12-24 | 2018-06-29 | 合肥智圣新创信息技术有限公司 | A kind of service system based on wechat platform |
| CN108734497A (en) * | 2017-04-24 | 2018-11-02 | 北京珠穆朗玛移动通信有限公司 | Product sale information management method and system based on instant communication software |
| CN109426907A (en) * | 2017-08-29 | 2019-03-05 | 国网湖北省电力公司武汉供电公司 | Power supply service system |
| CN109558955A (en) * | 2018-11-01 | 2019-04-02 | 广东黾车新能源汽车产业有限公司 | A kind of order interactive processing method based on instant messaging |
| CN109685571A (en) * | 2018-12-24 | 2019-04-26 | 深圳市航盛车云技术有限公司 | Intelligent customer service system based on car networking |
| CN109816339A (en) * | 2019-01-03 | 2019-05-28 | 广西电网有限责任公司贵港供电局 | Electricity consumption method for processing business, device, mobile device and storage medium |
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| CN110138868A (en) * | 2019-05-20 | 2019-08-16 | 上海赛连信息科技有限公司 | A kind of customer service cut-in method, device, medium and calculate equipment |
| CN110490544A (en) * | 2019-07-23 | 2019-11-22 | 国网甘肃省电力公司武威供电公司 | Intelligent network distribution wisdom command system with instant communication function |
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| CN105847020A (en) * | 2016-05-18 | 2016-08-10 | 腾讯科技（深圳）有限公司 | Message pushing method and device |
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| CN106570588A (en) * | 2016-10-26 | 2017-04-19 | 国网江苏省电力公司南京市高淳区供电公司 | WeChat official platform-based electric power monitoring and alarm system |
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| CN106780109A (en) * | 2016-11-25 | 2017-05-31 | 中国南方电网有限责任公司 | A kind of method based on the integrated electricity consumption file data of social networking service channel |
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| CN107220773A (en) * | 2017-05-26 | 2017-09-29 | 广州市淘淘乐商务服务有限公司 | ERM processing method and processing device |
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| CN108234613A (en) * | 2017-12-24 | 2018-06-29 | 合肥智圣新创信息技术有限公司 | A kind of service system based on wechat platform |
| CN109558955A (en) * | 2018-11-01 | 2019-04-02 | 广东黾车新能源汽车产业有限公司 | A kind of order interactive processing method based on instant messaging |
| CN110009524A (en) * | 2018-12-13 | 2019-07-12 | 国网青海省电力公司海北供电公司 | A kind of palm APP |
| CN109685571A (en) * | 2018-12-24 | 2019-04-26 | 深圳市航盛车云技术有限公司 | Intelligent customer service system based on car networking |
| CN109816339A (en) * | 2019-01-03 | 2019-05-28 | 广西电网有限责任公司贵港供电局 | Electricity consumption method for processing business, device, mobile device and storage medium |
| CN110138868A (en) * | 2019-05-20 | 2019-08-16 | 上海赛连信息科技有限公司 | A kind of customer service cut-in method, device, medium and calculate equipment |
| CN110138868B (en) * | 2019-05-20 | 2020-11-06 | 上海赛连信息科技有限公司 | Customer service access method, device, medium and computing equipment |
| CN110490544A (en) * | 2019-07-23 | 2019-11-22 | 国网甘肃省电力公司武威供电公司 | Intelligent network distribution wisdom command system with instant communication function |
| CN113077248A (en) * | 2021-03-19 | 2021-07-06 | 杭州市电力设计院有限公司余杭分公司 | Automatic electricity purchasing method under protection of high-safety architecture |
| CN113223237A (en) * | 2021-05-08 | 2021-08-06 | 国网宁夏电力有限公司 | Method and system for paying electric charge on line |
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Inventor after: Hu Bo Inventor after: Fan Aijun Inventor after: Chen Jing Inventor after: Zhong Xuan Inventor after: Qin Huaqin Inventor after: Wang Yingyu Inventor after: Li Jian Inventor after: Liu Xingyu Inventor after: Jin Yukun Inventor after: Liu Jun Inventor after: Wu Kehe Inventor after: Cui Wenchao Inventor after: Zhang Fan Inventor after: Zhou Xuxiang Inventor after: Zheng Siyuan Inventor before: Fan Aijun Inventor before: Sun Zhijie Inventor before: Chen Hongtao Inventor before: Zhang Yanli Inventor before: Chen Jing Inventor before: Zhong Xuan Inventor before: Yuan Hao Inventor before: Li Ke Inventor before: Jin Xin Inventor before: Jin Yukun Inventor before: Liu Jun Inventor before: Fu Jun |
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Effective date of registration: 20160414 Address after: 100031 Xicheng District West Chang'an Avenue, No. 86, Beijing Applicant after: State Grid Corporation of China Applicant after: Anshan Power Supply Company, State Grid Liaoning Electric Power Co., Ltd. Applicant after: North China Electric Power University Applicant after: Beijing Kedong Power Control System Co., Ltd. Address before: 114001 No. 52 Shengli Road, Tiedong District, Liaoning, Anshan Applicant before: Anshan Power Supply Company, State Grid Liaoning Electric Power Co., Ltd. Applicant before: North China Electric Power University Applicant before: Beijing Kedong Power Control System Co., Ltd. |
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Application publication date: 20151007 |