CN107481016A - A kind of ecommerce complaint management system - Google Patents
A kind of ecommerce complaint management system Download PDFInfo
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- CN107481016A CN107481016A CN201710596619.7A CN201710596619A CN107481016A CN 107481016 A CN107481016 A CN 107481016A CN 201710596619 A CN201710596619 A CN 201710596619A CN 107481016 A CN107481016 A CN 107481016A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
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Abstract
The invention discloses a kind of ecommerce complaint management system, terminal management applied to e-commerce system, including subscriber administration interface, customer complaint interface, system server, customer service terminal and complaint handling display interface, wherein subscriber administration interface, complete to complain operation for user's login interface；When there is the complaint newly applied, numbering waiting system server responds automatically at customer complaint interface；The complaint that system server is newly applied according to the orderly extraction of numbering, and send to customer service terminal；Customer service terminal, which is attended as a nonvoting delegate, the pending new complaint application such as some contact staff, and the treatment progress for complaining application is fed back into complaint handling display interface；Complaint handling display interface, the dynamic change of application is complained for real-time display.When there is the complaint newly applied, system server automatically extracts to be applied and distributes to contact staff's timely processing the present invention, is greatly improved the treatment effeciency of customer complaint, is improved the experience satisfaction of user, workable.
Description
Technical field
The present invention relates to ecommerce complaint handling technical field, more particularly to a kind of ecommerce complaint management system.
Background technology
With the popularization of informationization, the development of ecommerce increasingly popularizes, while ecommerce is there is also a general character,
It is exactly the uneven of product quality, or after-sale service is not in place, thus the accumulation in terms of complaint is more, if can not
These complaints are preferably handled, the prestige and sales volume of platform may be directly affected.In the prior art, ecommerce is being handled
During customer complaint, typically by contact staff it is spontaneous go to handle, may existence time delay the problem of, and user throw
The treatment effeciency told is relatively low, may result in the continuous of complaint newly applied and delays, this is for meeting in terms of user's maintenance and management
Cause certain negative effect.
Therefore, in order to solve above-mentioned problem, spy of the present invention provides a kind of new technical scheme.
The content of the invention
It is an object of the invention to provide a kind of ecommerce complaint management system, for timely and quickly handle user
Complain.
Technical scheme is used by the present invention is directed to above-mentioned technological deficiency：
A kind of ecommerce complaint management system, applied to the terminal management of e-commerce system, including subscriber administration interface, use
Interface, system server, customer service terminal and complaint handling display interface are complained in family, wherein：
The subscriber administration interface, complete to complain operation for user's login interface；
When there is the complaint newly applied, numbering waiting system server responds automatically at the customer complaint interface；
The complaint that the system server is newly applied according to the orderly extraction of numbering, and send to customer service terminal；
The customer service terminal, which is attended as a nonvoting delegate, the pending new complaint application such as some contact staff, and the treatment progress that will complain application
Feed back to complaint handling display interface；
The complaint handling display interface, the dynamic change of application is complained for real-time display.
Further, after contact staff receives the complaint newly applied, carried out according to the content call user complained corresponding
Processing.
Further, customer service terminal distributes a record for the contact staff automatically when contact staff handles and complains application
Sound module carries out whole recording and generates recording file.
Further, recording file is using customer service job number, complaint application time, complaint handling time and the key of complaint
The title of recording file is carried out predefined put on record by content to name.
The beneficial effects of the invention are as follows：For the present invention when there is the complaint newly applied, system server automatically extracts application simultaneously
Contact staff's timely processing is distributed to, greatly improves the treatment effeciency of customer complaint, improves the experience satisfaction of user, can
Strong operability.
Brief description of the drawings
The present invention is described in further detail with reference to the accompanying drawings and detailed description.
Fig. 1 is a kind of schematic process flow diagram of the ecommerce complaint managerial approach based on customer service of the present invention.
Wherein：1st, subscriber administration interface, 2, customer complaint interface, 3, system server, 4, customer service terminal, 5, complaint handling
Display interface.
Embodiment
In order to deepen the understanding of the present invention, below in conjunction with embodiment and accompanying drawing, the invention will be further described, should
Embodiment is only used for explaining the present invention, does not form the restriction to protection scope of the present invention.
A kind of ecommerce complaint management system as shown in Figure 1, applied to the terminal management of e-commerce system, including
Subscriber administration interface 1, customer complaint interface 2, system server 3, customer service terminal 4 and complaint handling display interface 5, wherein user
Administration interface 1, complete to complain operation for user's login interface；Automatically will when there is the complaint newly applied at customer complaint interface 2
Its numbering waiting system server 3 responds；The complaint that system server 3 is newly applied according to the orderly extraction of numbering, and send extremely
Customer service terminal 4；Customer service terminal 4, which is attended as a nonvoting delegate, the pending new complaint application such as some contact staff, and the processing that will complain application
Progress feedback is to complaint handling display interface 5；Complaint handling display interface 5, the dynamic change of application is complained for real-time display.
In the present embodiment, after contact staff receives the complaint newly applied, carried out according to the content call user complained
Respective handling, complain and apply for timely processing, operating efficiency improves.
In the present embodiment, customer service terminal 4 is automatically contact staff distribution one when contact staff handles and complains application
Individual recording module carries out whole recording and generates recording file, ensures that processing is complained the transparency of application process and come into the open.
In the present embodiment, recording file is using customer service job number, complaint application time, complaint handling time and complaint
Key content is named, and by the title of recording file carry out it is predefined put on record, the convenient complaint for consulting contact staff apply into
Row feedback on performance.
The beneficial effects of the invention are as follows：For the present invention when there is the complaint newly applied, system server automatically extracts application simultaneously
Contact staff's timely processing is distributed to, greatly improves the treatment effeciency of customer complaint, improves the experience satisfaction of user, can
Strong operability.
The preferred embodiments of the present invention are these are only, are not intended to limit the invention, for those skilled in the art
For member, the present invention can have various modifications and variations.Any modification within the spirit and principles of the invention, being made,
Equivalent substitution, improvement etc., should be included in the scope of the protection.
Claims (4)
1. a kind of ecommerce complaint management system, the terminal management applied to e-commerce system, it is characterised in that：Including with
Family administration interface, customer complaint interface, system server, customer service terminal and complaint handling display interface, wherein：
The subscriber administration interface, complete to complain operation for user's login interface；
When there is the complaint newly applied, numbering waiting system server responds automatically at the customer complaint interface；
The complaint that the system server is newly applied according to the orderly extraction of numbering, and send to customer service terminal；
The customer service terminal, which is attended as a nonvoting delegate, the pending new complaint application such as some contact staff, and the treatment progress that will complain application
Feed back to complaint handling display interface；
The complaint handling display interface, the dynamic change of application is complained for real-time display.
A kind of 2. ecommerce complaint management system according to claim 1, it is characterised in that：Contact staff receives newly
After the complaint of application, respective handling is carried out according to the content call user complained.
A kind of 3. ecommerce complaint management system according to claim 1, it is characterised in that：Customer service terminal is in customer service people
When application is complained in member's processing, carry out whole recording for the contact staff one recording module of distribution automatically and generate recording file.
A kind of 4. ecommerce complaint management system according to claim 1, it is characterised in that：Recording file uses customer service
Job number, the key content of application time, complaint handling time and complaint is complained to name, and the title of recording file is carried out
It is predefined to put on record.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710596619.7A CN107481016A (en) | 2017-07-20 | 2017-07-20 | A kind of ecommerce complaint management system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710596619.7A CN107481016A (en) | 2017-07-20 | 2017-07-20 | A kind of ecommerce complaint management system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN107481016A true CN107481016A (en) | 2017-12-15 |
Family
ID=60596657
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201710596619.7A Pending CN107481016A (en) | 2017-07-20 | 2017-07-20 | A kind of ecommerce complaint management system |
Country Status (1)
| Country | Link |
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| CN (1) | CN107481016A (en) |
Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101217696A (en) * | 2007-12-28 | 2008-07-09 | 中国移动通信集团浙江有限公司 | A mobile client comprehensive treatment system and the corresponding method |
| CN103684874A (en) * | 2013-12-31 | 2014-03-26 | 成都金铠甲科技有限公司 | Method and device for automatically distributing online customer service executives to conduct customer service |
| CN104158988A (en) * | 2014-08-08 | 2014-11-19 | 上海高洁信息科技股份有限公司 | Electronic commerce system customer service telephone recording method |
| CN106161207A (en) * | 2016-07-12 | 2016-11-23 | 深圳米钻网络科技有限公司 | A kind of Cellphone Repairs system and method based on mobile Internet |
| CN106874122A (en) * | 2017-03-02 | 2017-06-20 | 上海携程国际旅行社有限公司 | Event dispatcher method and system based on message queue |
-
2017
- 2017-07-20 CN CN201710596619.7A patent/CN107481016A/en active Pending
Patent Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101217696A (en) * | 2007-12-28 | 2008-07-09 | 中国移动通信集团浙江有限公司 | A mobile client comprehensive treatment system and the corresponding method |
| CN103684874A (en) * | 2013-12-31 | 2014-03-26 | 成都金铠甲科技有限公司 | Method and device for automatically distributing online customer service executives to conduct customer service |
| CN104158988A (en) * | 2014-08-08 | 2014-11-19 | 上海高洁信息科技股份有限公司 | Electronic commerce system customer service telephone recording method |
| CN106161207A (en) * | 2016-07-12 | 2016-11-23 | 深圳米钻网络科技有限公司 | A kind of Cellphone Repairs system and method based on mobile Internet |
| CN106874122A (en) * | 2017-03-02 | 2017-06-20 | 上海携程国际旅行社有限公司 | Event dispatcher method and system based on message queue |
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| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| RJ01 | Rejection of invention patent application after publication | ||
| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20171215 |