CN105095459A - Dedicated customer service method and device - Google Patents
Dedicated customer service method and device Download PDFInfo
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- CN105095459A CN105095459A CN201510455328.7A CN201510455328A CN105095459A CN 105095459 A CN105095459 A CN 105095459A CN 201510455328 A CN201510455328 A CN 201510455328A CN 105095459 A CN105095459 A CN 105095459A
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Abstract
The invention discloses a dedicated customer service method. The method includes the steps that S1, customer service information is stored in a customer service database; S2, a customer service query request initiated by a user through a customer service interface is received, customer service information which is in an online state and has the highest service capacity is extracted from the customer service information stored in the customer service database and displayed on the customer service interface to be selected by the user, and the customer service information selected by the user serves as dedicated customer service information; S3, a corresponding relation between the dedicated customer service information and user information is built and stored in the customer service database as a dedicated customer service relation; S4, a standby mode is started till the service request initiated by the user is received; S5, the corresponding dedicated customer service information is searched for and acquired from the dedicated customer service relation stored in the customer service database according to the user information contained in the service request initiated by the user, and a dedicated customer server is prompted according to the dedicated customer service information so as to respond to the service request.
Description
Technical field
The present invention relates to a kind of client service method and device, particularly the exclusive client service method of one and device.
Background technology
Client service method, device are by integrating customer service resource, with certain operation flow, combined by technological means and corporate strategy, for user provides a set of coordination approach, the device of service, create user with a kind of communication way of interaction and be worth and enterprise value.Its core concept is user satisfaction and consumer loyalty degree, by good service, realizes the improvement of marketing performance, moulds and public image that strengthening company is good, finally realizes the long-run development of company.
Existing client service method, device realization rate can be enumerated: automatic voice responding (IVR), specifically, user utilizes audio frequency button, obtains the voice messaging that the digital speech information prerecorded or device are synthesized by TTS (Texttospeech: text changes into voice automatically) Technique dynamic from customer service device; Intelligence traffic distribution (ACD), specifically, refer to the call equipment that call center adopts, incoming call is distributed to seat by equably; Instant communication software (such as, rub-a-dub rub-a-dub, Ali Wang Wang etc.); Intelligent response robot; Webpage line is left a message.
These existing common client service method, devices, generally provide the combination of service calls and instant communication software, and these modes meet the general service demand of user.User initiates services request to customer service device, certain rule provided by telephone device or immediate communication device, and the customer service that Random assignment one has corresponding technical ability provides service for user.User cannot be appreciated that oneself service object and select customer service according to the wish of oneself.
Along with the raising of user's service awareness, succinctly dealing with problems fast is user's first concern point; Can by obtaining relevant information, the wish according to oneself selects server, is also the embodiment of user's sense of independence.And existing client service method, device cannot meet these demands of user.When mobile device user increases sharply, also will substitute original PC hold client service method, device based on the client service method of mobile device, device, become the important channel that user obtains service.
In existing client service method or device, there are the following problems: (1) user cannot understand the information of customer service, cannot select customer service according to the wish of oneself; (2) because attendant changes, will have an impact to linking up continuously, increasing the inquiry time, reducing customer service work efficiency, negative influence is produced to user satisfaction; (3) lack the Experience design of mobile subscriber, the request for utilization of the mobile subscriber of rapid development cannot be met; (4) accept method of service single, what cannot be formed between user and customer service is actively mutual.
Summary of the invention
The present invention makes in view of the problems referred to above of existing client service method, device, its object is to provide a kind of and can realize point-to-point communication, the integrality of Deterministic service and continuation, adding users viscosity, the exclusive client service method improving customer service affinity while improving customer service efficiency and device.
The exclusive client service method of one aspect of the present invention, comprising: customer service initializing resource step (S1), stores the customer service information of essential information, presence and the service ability comprising customer service in customer service database; Customer service information inquiry and selected step (S2), receive the customer service inquiry request that user is initiated by customer service interface, from the described customer service information be stored in described customer service database, extract described presence be online and the customer service information displaying that service ability is the highest on described customer service interface, select for user, and using user-selected fixed customer service information as exclusive customer service information; Exclusive customer service establishment step (S3), sets up corresponding relation by described exclusive customer service information and user profile, using as exclusive customer service relation, and is stored in described customer service database; The standby step of services request (S4), carries out standby until receive Client-initiated services request; And exclusive customer service performs step (S5), the user profile comprised in services request according to Client-initiated, search from the described exclusive customer service relation be stored in described customer service database and exclusive customer service information corresponding to obtaining, and according to this accessed exclusive customer service information, point out exclusive customer service, make this exclusive customer service respond the described services request of described user.
Exclusive client service method according to an aspect of the present invention, described customer service information inquiry and selected step (S2) comprising: customer service inquiry request receiving step (S2-1), receive the customer service inquiry request that user is initiated by described customer service interface; Customer service information list generation step (S2-2), after receiving above-mentioned customer service inquiry request, access described customer service database, the described customer service information be stored in described customer service database is sorted according to the sequence of described service ability, and generates customer service information list; Display with customer service information extracting step (S2-3), is extracted in line states for " online " and the highest customer service information of service ability from above-mentioned customer service information list, and using this extracted customer service information as display customer service information; Display customer service information display step (S2-4), by described display customer service information displaying on described customer service interface; And exclusive customer service information selectes step (S2-5), user selectes described display customer service information on described customer service interface, and using selected described display customer service information as described exclusive customer service information.
Exclusive client service method according to an aspect of the present invention, select in step (S2-5) in described exclusive customer service information, when user does not select described display customer service information by described customer service interface, delete this display customer service information from above-mentioned customer service information list after, return described display customer service information extracting step (S2-3), to extract next display customer service information; When user selectes described display customer service information by described customer service interface, using this selected display customer service information as described exclusive customer service information, and enter exclusive customer service establishment step (S3).
Exclusive client service method according to an aspect of the present invention, described customer service interface is the input-output unit of computing machine.
Exclusive client service method according to an aspect of the present invention, described customer service interface is the input-output unit of portable mobile apparatus.
Exclusive client service method according to an aspect of the present invention, the initiation mode of the described customer service inquiry request in described customer service information inquiry and selected step (S2) be portable mobile apparatus shake mode.
Exclusive client service method according to an aspect of the present invention, the described mode of shaking is: utilize web page program to encapsulate direction sensor and the motion sensor of the bottom of described portable mobile apparatus, the relevant information of described portable mobile apparatus about acceleration and rotation is returned according to equipment moving event, acceleration for three directions calculates, ask for the rate of change in set time section, when described rate of change exceedes predetermined threshold value, initiate described customer service inquiry request.
Exclusive client service method according to an aspect of the present invention, described web page program is HTML5.
Exclusive client service method according to an aspect of the present invention, described customer service database is distributed data base.
Exclusive client service method according to an aspect of the present invention, in described customer service database, uses dynamic synchronization software to carry out customer service information described in dynamic synchronization, to integrate customer service resource.
Exclusive client service method according to an aspect of the present invention, described dynamic synchronization software is for regularly calling software.
Exclusive client service method according to an aspect of the present invention, in customer service information inquiry and selected step (S2), at least one function that the picture homepage at the described customer service interface as the described customer service information of display is set up customer service Function of Evaluation and given a present among thing function.
Exclusive client service method according to an aspect of the present invention, described user profile comprises at least one among sequence call, e-mail address and instant communication software account.
Exclusive customer service device according to another aspect of the present invention, comprising: customer service initializing resource unit, stores the customer service information of essential information, presence and the service ability comprising customer service in customer service database; Customer service information inquiry and selected unit, receive the customer service inquiry request that user is initiated by customer service interface, from the described customer service information be stored in described customer service database, extract described presence be online and the customer service information displaying that service ability is the highest on described customer service interface, select for user, and using user-selected fixed customer service information as exclusive customer service information; Unit is set up in exclusive customer service, and described exclusive customer service information and user profile are set up corresponding relation, using as exclusive customer service relation, and is stored in described customer service database; The standby unit of services request, carries out standby until receive Client-initiated services request; And exclusive customer service performance element, the user profile comprised in services request according to Client-initiated, search from the described exclusive customer service relation be stored in described customer service database and exclusive customer service information corresponding to obtaining, and according to this accessed exclusive customer service information, point out exclusive customer service, make this exclusive customer service respond the described services request of described user.
According to the technique scheme of exclusive client service method of the present invention and device, customer service information and the exclusive relation between user and customer service is stored by usage data storehouse, and realize the multiplexing of original communicative channel by the mode of sequence call or instant communication software and integrate, for all requests of same user by same customer service process, namely user and the direct point-to-point communication of customer service is achieved, thus avoid communication barrier, achieve the seamless connection of communicate information, improve efficiency of service.
According to the technique scheme of exclusive client service method of the present invention and device, by setting up customer service interface, user is enable to see the complete description of customer service, and from the customer service that main separation is liked, thus achieve the double dominant of efficiency of service and affinity, ensure that the service experience of user's optimum.
According to the technique scheme of exclusive client service method of the present invention and device, customer service inquiry request is initiated by the mode of shaking of portable mobile termianl, greatly improve the experience of mobile phone users, meet the request for utilization of ever-increasing mobile phone users.
According to the technique scheme of exclusive client service method of the present invention and device, by as the picture homepage at customer service interface sets up evaluation, the functions such as thing of giving a present, establish the environment of a user and customer service interaction, thus the affinity that both improve between user and customer service, turn improve the service level of customer service.
Accompanying drawing explanation
Fig. 1 is the overall flow figure of the exclusive client service method of embodiments of the invention 1.
Fig. 2 is the customer service information inquiry of the exclusive client service method of embodiments of the invention 1 and the process flow diagram of selected step S2.
Fig. 3 is the process flow diagram of the exclusive customer service step S5 of execution of the exclusive client service method of embodiments of the invention 1.
Fig. 4 is an example of the picture homepage as customer service interface of the exclusive client service method of embodiments of the invention 3.
Fig. 5 is the structure diagram of the exclusive customer service device 10 of the exclusive client service method corresponding to embodiments of the invention 1.
Embodiment
For making the object, technical solutions and advantages of the present invention clearly understand, below in conjunction with specific embodiment, and with reference to accompanying drawing, the present invention is described in more detail.
(embodiment 1)
Fig. 1 is the overall flow figure of the exclusive client service method of embodiments of the invention 1.
As shown in Figure 1, first, in step sl, according to existing customer service resource, initialization customer service resource in customer service database D B.Specifically, in customer service database D B, store the customer service information of the essential information, presence and the service ability that comprise existing customer service.And, this customer service database D B can be such as distributed data base, and preferably in this customer service database D B, carry out customer service resource pool, such as, use dynamic synchronization software (such as, software is called in the timing that specific implementation framework comprises cron4j, Quartz etc.) come the essential information of the existing customer service comprised in dynamic synchronization customer service information, presence and service ability, to integrate customer service resource.Thereby, it is possible to dynamically configure customer service resource according to the demand of user, to avoid the waste causing customer service resource.
Then, in step s 2, user is inquired about by customer service interface I F and selected customer service information.Fig. 2 is the customer service information inquiry of the exclusive client service method of embodiments of the invention 1 and the process flow diagram of selected step S2.
Specifically, as shown in Figure 2, first, user is received from the customer service inquiry request (step S2-1) initiated as the input-output unit the such as computing machine of customer service interface I F or the portable mobile apparatus such as panel computer, mobile phone; Then, after receiving above-mentioned customer service inquiry request, access customer service database D B, (both can be from high to low according to the sequence of service ability by the customer service information in customer service database D B, also can from low to high) sort, and generate customer service information list (step S2-2).Then, line states is extracted in for " online " and the highest customer service information of service ability from above-mentioned customer service information list, and by this customer service information (such as, the essential information of customer service and service ability) as display with customer service information (step S2-3).Then, by extracted above-mentioned display customer service information displaying (step S2-4) on customer service interface I F.Then, by user by customer service interface I F, shown above-mentioned display customer service information is selected (step S2-5).Specifically, it is dissatisfied after user sees shown above-mentioned display customer service information, when also wanting to see next customer service information, namely when not selecting this display customer service information by above-mentioned customer service interface I F, delete this display customer service information from above-mentioned customer service information list after, return above-mentioned steps S2-3, to extract next display customer service information; Satisfaction after user sees shown above-mentioned display customer service information, and when selecting this display customer service information by above-mentioned customer service interface I F, using this selected display customer service information as exclusive customer service information, and enter and ensuingly set up exclusive customer service step, i.e. step S3.
Next, return Fig. 1, go on to say the flow process of exclusive client service method of the present invention.
In step s3, in customer service database D B, by in above-mentioned steps S2 the above-mentioned exclusive customer service information selected and user profile (such as, can comprise: the account etc. of sequence call, e-mail address, the instant communication software such as No. QQ) set up corresponding relation, using as exclusive customer service relation, and be stored in customer service database D B.
Then, in step s 4 which, carry out standby, until receive user to initiate services request.When receiving the services request that user is initiated by sequence call or instant communication software, enter the exclusive customer service step of ensuing execution, i.e. step S5.
Fig. 3 is the process flow diagram of the exclusive customer service step S5 of execution of the exclusive client service method of embodiments of the invention 1.
In step s 5, as shown in Figure 3, first, according to the user profile comprised in Client-initiated services request, such as, the account etc. of sequence call or instant communication software, searches and exclusive customer service information (step S5-1) corresponding to obtaining from the above-mentioned exclusive customer service relation stored among customer service database D B.Then, according to accessed above-mentioned exclusive customer service information, the services request (step S5-2) of above-mentioned user is responded with this exclusive customer service of the form automatic-prompting of event.Finally, perform customer service by this exclusive customer service, for all problems that user proposes, unified by this exclusive customer service process (step S5-3).
According to the technical scheme of the exclusive client service method of this embodiment 1, by usage data storehouse (such as, distributed data base) store customer service information and the exclusive relation between user and customer service, and realize the multiplexing of original communicative channel by the mode of sequence call or instant communication software and integrate, for all requests of same user by same customer service process, namely user and the direct point-to-point communication of customer service is achieved, thus avoid communication barrier, achieve the seamless connection of communicate information, improve efficiency of service.
In addition, according to the technical scheme of the exclusive client service method of this embodiment 1, also by setting up customer service interface (such as, picture homepage), user is enable to see the complete description of customer service, and from the customer service that main separation is liked, thus achieve the double dominant of efficiency of service and affinity, ensure that the service experience of user's optimum.
(embodiment 2)
In recent years, a large amount of universal along with portable mobile termianl, particularly smart mobile phone, the excellent quick application program (such as, sweep and sweep, shake) of various experience is also arisen at the historic moment.At this, the present inventor is on the basis of the technical scheme of above-described embodiment 1, in order to improve the experience of user further, the triggering mode of the inquiry request of the step S2-1 in the customer service information inquiry of the exclusive client service method of above-described embodiment 1 and selected step S2 is improved.That is, user can trigger customer service inquiry request by the mode of shaking of portable mobile termianl.
Specifically, utilize direction sensor and the motion sensor of web page program (such as, HTML5) packaging bottom layer, provide the support of DOM event.DeviceMotionEvent (equipment moving event) Returning equipment is about the relevant information of acceleration and rotation, acceleration for three directions calculates, investigate their rate of change in set time section, when rate of change exceedes predetermined threshold value, trigger customer service inquiry request, enter the step S2-1 in the customer service information inquiry of the exclusive client service method of above-described embodiment 1 and selected step S2.
According to the technical scheme of the exclusive client service method of this embodiment 2, while the Advantageous Effects that can realize above-described embodiment 1 equally, customer service inquiry request is triggered by the mode of shaking of portable mobile termianl, also greatly improve the experience of mobile phone users, meet the request for utilization of ever-increasing mobile phone users.
(embodiment 3)
In addition, the present inventor, in order to improve the affinity between user and customer service further, to improve the service level of customer service, and improves the picture homepage as customer service interface in the exclusive client service method of above-described embodiment 1.
Fig. 4 is an example of the picture homepage as customer service interface of the exclusive client service method of embodiments of the invention 3.
Specifically, perform in step S5 in the exclusive customer service of the exclusive client service method of above-described embodiment 1, after completing steps S5-3, as shown in Figure 4, as in the picture homepage at customer service interface, except showing the essential information of customer service and service ability, user can also as the picture homepage at customer service interface is evaluated the exclusive customer service of oneself, the operations such as thing of giving a present, thus realize linking up closed loop.
Like this, the technical scheme of the exclusive client service method of this embodiment 3, while the Advantageous Effects that can realize above-described embodiment 1 equally, by as the picture homepage at customer service interface sets up evaluation, the functions such as thing of giving a present, establish the environment of a user and customer service interaction, thus the affinity that both improve between user and customer service, turn improve the service level of customer service.
Above, for the technical scheme of exclusive client service method of the present invention, be described in detail for embodiment 1,2,3.Although be illustrated by the mode of software flow in the above embodiments 1,2,3, but with regard to those skilled in the art, part or all of these technical schemes all can be realized by the combination of hardware, software or hardware and software, and this is self-evident.
Below, as variation, the structure of the exclusive customer service device of the exclusive client service method corresponding to embodiments of the invention 1 is described with reference to accompanying drawing.
(variation)
Fig. 5 is the structure diagram of the exclusive customer service device 100 of the exclusive client service method corresponding to embodiments of the invention 1.As shown in Figure 5, exclusive customer service device 100 comprises: customer service initializing resource unit 101; Customer service information inquiry and selected unit 102; Unit 103 is set up in exclusive customer service; Service request reception unit 104; With exclusive customer service performance element 105.
In customer service initializing resource unit 101, according to existing customer service resource, initialization customer service resource in customer service database D B.Specifically, in customer service database D B, store the customer service information of the essential information, presence and the service ability that comprise existing customer service.And, this customer service database D B can be such as distributed data base, and preferably in this customer service database D B, carry out customer service resource pool, such as, use dynamic synchronization software (such as, software is called in the timing that specific implementation framework comprises cron4j, Quartz etc.) come the essential information of the existing customer service comprised in dynamic synchronization customer service information, presence and service ability, to integrate customer service resource.Thereby, it is possible to dynamically configure customer service resource according to the demand of user, to avoid the waste causing customer service resource.
In customer service information inquiry and selected unit 102, user is inquired about by customer service interface I F and selected customer service information.Specifically, first, user is received from the customer service inquiry request initiated as the input-output unit the such as computing machine of customer service interface I F or the portable mobile apparatus such as panel computer, mobile phone; Then, after receiving above-mentioned customer service inquiry request, access customer service database D B, (both can be from high to low according to the sequence of service ability by the customer service information in customer service database D B, also can from low to high) sort, and generate customer service information list.Then, from above-mentioned customer service information list, be extracted in line states for " online " and the highest customer service information of service ability, and this customer service information (such as, the essential information of customer service and service ability) is used customer service information as showing.Then, by extracted above-mentioned display customer service information displaying on customer service interface I F.Then, by user by customer service interface I F, shown above-mentioned display customer service information is selected.It is dissatisfied after user sees shown above-mentioned display customer service information, when also wanting to see next customer service information, namely when not selecting this display customer service information by above-mentioned customer service interface I F, delete this display customer service information from above-mentioned customer service information list after, and again from above-mentioned customer service information list, extract next display customer service information; Satisfaction after user sees shown above-mentioned display customer service information, and when selecting this display customer service information by above-mentioned customer service interface TF, using this selected display customer service information as exclusive customer service information, and export to exclusive customer service and set up unit 103.
Set up in unit 103 in exclusive customer service, in customer service database D B, by in above-mentioned customer service information inquiry and selected unit 102 the above-mentioned exclusive customer service information selected and user profile (such as, can comprise: the account etc. of sequence call, e-mail address, the instant communication software such as No. QQ) set up corresponding relation, using as exclusive customer service relation, and be stored in customer service database D B.
In service request reception unit 104, carry out standby, until receive user to initiate services request.
When receiving the services request that user is initiated by sequence call or instant communication software, in exclusive customer service performance element 105, first, according to the user profile comprised in Client-initiated services request, such as, the account etc. of sequence call or instant communication software, searches and exclusive customer service information corresponding to obtaining from the above-mentioned exclusive customer service relation stored among customer service database D B.Then, according to accessed above-mentioned exclusive customer service information, the services request of above-mentioned user is responded with this exclusive customer service of the form automatic-prompting of event.Finally, perform customer service by this exclusive customer service, for all problems that user proposes, unified by this exclusive customer service process.
Above-described specific embodiment and variation; object of the present invention, technical scheme and beneficial effect are further described; be understood that; the foregoing is only concrete example of the present invention; be not limited to the present invention; within the spirit and principles in the present invention all, any amendment made, equivalent replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (14)
1. an exclusive client service method, comprising:
Customer service initializing resource step (S1), stores the customer service information of essential information, presence and the service ability comprising customer service in customer service database;
Customer service information inquiry and selected step (S2), receive the customer service inquiry request that user is initiated by customer service interface, from the described customer service information be stored in described customer service database, extract described presence be online and the customer service information displaying that service ability is the highest on described customer service interface, select for user, and using user-selected fixed customer service information as exclusive customer service information;
Exclusive customer service establishment step (S3), sets up corresponding relation by described exclusive customer service information and user profile, using as exclusive customer service relation, and is stored in described customer service database;
The standby step of services request (S4), carries out standby until receive Client-initiated services request; And
Exclusive customer service performs step (S5), the user profile comprised in services request according to Client-initiated, search from the described exclusive customer service relation be stored in described customer service database and exclusive customer service information corresponding to obtaining, and according to this accessed exclusive customer service information, point out exclusive customer service, make this exclusive customer service respond the described services request of described user.
2. exclusive client service method according to claim 1, is characterized in that,
Described customer service information inquiry and selected step (S2) comprising:
Customer service inquiry request receiving step (S2-1), receives the customer service inquiry request that user is initiated by described customer service interface;
Customer service information list generation step (S2-2), after receiving above-mentioned customer service inquiry request, access described customer service database, the described customer service information be stored in described customer service database is sorted according to the sequence of described service ability, and generates customer service information list;
Display with customer service information extracting step (S2-3), is extracted in line states for " online " and the highest customer service information of service ability from above-mentioned customer service information list, and using this extracted customer service information as display customer service information;
Display customer service information display step (S2-4), by described display customer service information displaying on described customer service interface; And
Exclusive customer service information selectes step (S2-5), and user selectes described display customer service information on described customer service interface, and using selected described display customer service information as described exclusive customer service information.
3. exclusive client service method according to claim 2, is characterized in that,
Select in step (S2-5) in described exclusive customer service information,
When user does not select described display customer service information by described customer service interface, delete this display customer service information from above-mentioned customer service information list after, return described display customer service information extracting step (S2-3), to extract next display customer service information;
When user selectes described display customer service information by described customer service interface, using this selected display customer service information as described exclusive customer service information, and enter exclusive customer service establishment step (S3).
4. the exclusive client service method according to any one of claim 1-3, is characterized in that,
Described customer service interface is the input-output unit of computing machine.
5. the exclusive client service method according to any one of claim 1-3, is characterized in that,
Described customer service interface is the input-output unit of portable mobile apparatus.
6. exclusive client service method according to claim 5, is characterized in that,
The initiation mode of the described customer service inquiry request in described customer service information inquiry and selected step (S2) be portable mobile apparatus shake mode.
7. exclusive client service method according to claim 6, is characterized in that,
The described mode of shaking is: utilize web page program to encapsulate direction sensor and the motion sensor of the bottom of described portable mobile apparatus, the relevant information of described portable mobile apparatus about acceleration and rotation is returned according to equipment moving event, acceleration for three directions calculates, ask for the rate of change in set time section, when described rate of change exceedes predetermined threshold value, initiate described customer service inquiry request.
8. exclusive client service method according to claim 7, is characterized in that,
Described web page program is HTML5.
9. the exclusive client service method according to any one of claim 1-3, is characterized in that,
Described customer service database is distributed data base.
10. the exclusive client service method according to any one of claim 1-3, is characterized in that,
In described customer service database, dynamic synchronization software is used to carry out customer service information described in dynamic synchronization, to integrate customer service resource.
11. exclusive client service methods according to claim 10, is characterized in that,
Described dynamic synchronization software is that timed task calls software.
12. exclusive client service methods according to any one of claim 1-3, is characterized in that,
At least one function that the picture homepage at the described customer service interface as the described customer service information of display is set up customer service Function of Evaluation and given a present among thing function, to make after described exclusive customer service performs in step (S5) and completes the service of this exclusive customer service, user can to evaluate and/or give a present thing to this exclusive customer service of oneself on the picture homepage at described customer service interface.
13. exclusive client service methods according to any one of claim 1-3, is characterized in that,
Described user profile comprises at least one among sequence call, e-mail address and instant communication software account.
14. 1 kinds of exclusive customer service devices, comprising:
Customer service initializing resource unit, stores the customer service information of essential information, presence and the service ability comprising customer service in customer service database;
Customer service information inquiry and selected unit, receive the customer service inquiry request that user is initiated by customer service interface, from the described customer service information be stored in described customer service database, extract described presence be online and the customer service information displaying that service ability is the highest on described customer service interface, select for user, and using user-selected fixed customer service information as exclusive customer service information;
Unit is set up in exclusive customer service, and described exclusive customer service information and user profile are set up corresponding relation, using as exclusive customer service relation, and is stored in described customer service database;
The standby unit of services request, carries out standby until receive Client-initiated services request; And
Exclusive customer service performance element, the user profile comprised in services request according to Client-initiated, search from the described exclusive customer service relation be stored in described customer service database and exclusive customer service information corresponding to obtaining, and according to this accessed exclusive customer service information, point out exclusive customer service, make this exclusive customer service respond the described services request of described user.
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Cited By (12)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105740463A (en) * | 2016-03-03 | 2016-07-06 | 世纪禾光科技发展（北京）有限公司 | Website message allocation and management method, device and system |
| CN105931057A (en) * | 2016-04-13 | 2016-09-07 | 北京思特奇信息技术股份有限公司 | Multi-thread based interaction checking method and system |
| CN107833056A (en) * | 2017-10-19 | 2018-03-23 | 平安科技（深圳）有限公司 | A kind of processing method and its terminal of client feedback information |
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| CN107833056B (en) * | 2017-10-19 | 2021-05-14 | 平安科技（深圳）有限公司 | Client feedback information processing method and terminal thereof |
| CN107833056A (en) * | 2017-10-19 | 2018-03-23 | 平安科技（深圳）有限公司 | A kind of processing method and its terminal of client feedback information |
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| CN110197380A (en) * | 2019-05-30 | 2019-09-03 | 三峡大学 | A kind of self-service online customer service of selection carries out the method and device of customer service |
| CN110532326A (en) * | 2019-07-22 | 2019-12-03 | 平安科技（深圳）有限公司 | Data correlation method, electronic device and computer readable storage medium |
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| CN113743824A (en) * | 2021-09-17 | 2021-12-03 | 中国银行股份有限公司 | Business consultation method and device |
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