CN107678839B - Priority-based client follow-up method, system and readable storage medium - Google Patents
Priority-based client follow-up method, system and readable storage medium Download PDFInfo
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- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F9/00—Arrangements for program control, e.g. control units
- G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
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- 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
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- G06Q10/063—Operations research, analysis or management
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- 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
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Abstract
The invention discloses a client follow-up method, a client follow-up system and a readable storage medium based on priority, wherein the method comprises the following steps: after receiving a task processing instruction sent by a user, inquiring all tasks to be communicated of the user; traversing all the tasks to be communicated of the user, and comparing the appointed communication time point of each task to be communicated with the current system time; finding a corresponding follow-up priority value in a data record which is established in advance for each task to be communicated according to a comparison result; the data record comprises a follow-up priority value set of each task to be communicated, wherein the follow-up priority value set is a set of a plurality of follow-up priority values obtained by calculation according to preset different front-back time differences and preset rules of a reserved communication time point and system time of each task to be communicated in advance; and displaying all the tasks to be communicated of the user according to the high-low sequence of the follow-up priority numerical value. The invention can greatly reduce the consumption of system CPU resources.
Description
Technical Field
The invention relates to the technical field of computers, in particular to a client follow-up method and system based on priority and a readable storage medium.
Background
In a remote sales service scenario, staff such as a seat is often required to follow up all stock customers and the mined prospective customers after determining the reserved communication time. However, in the prior art, all the solutions require the system to dynamically calculate the follow-up priority values of different clients in real time, and when the number of the follow-up tasks of the clients of the agent is large, a large amount of CPU resources of the system are consumed, which affects the performance of the system. Therefore, there is a need for a priority-based customer follow-up scheme that consumes less CPU resources.
Disclosure of Invention
It is a primary object of the present invention to provide a priority-based client follow-up method, system and readable storage medium, which are intended to consume less CPU resources for priority-based client follow-up.
To achieve the above object, the present invention provides an electronic device, which includes a memory, a processor, and a priority-based customer follow-up system stored in the memory and operable on the processor, wherein the priority-based customer follow-up system, when executed by the processor, implements the following steps:
A. after receiving a task processing instruction sent by a user, inquiring all tasks to be communicated of the user;
B. traversing all the tasks to be communicated of the user, and comparing the appointed communication time point of each task to be communicated with the current system time;
C. finding a corresponding follow-up priority value in a data record which is established in advance for each task to be communicated according to a comparison result; the data record comprises a follow-up priority value set of each task to be communicated, wherein the follow-up priority value set is a set of a plurality of follow-up priority values obtained by calculation according to preset different front-back time differences and preset rules of a reserved communication time point and system time of each task to be communicated in advance;
D. and displaying all the tasks to be communicated of the user according to the high-low sequence of the follow-up priority numerical value so that the user can preferentially process the clients to be communicated with high priority.
Preferably, the follow-up priority value set includes a priority value before the appointment time, a priority value in the appointment time, and a priority value after the appointment time, and the step of finding the corresponding follow-up priority value in the data record established in advance for each task to be communicated according to the comparison result includes:
if the reserved communication time point of the task to be communicated is before the current system time and the time difference between the reserved communication time point and the current system time is greater than a preset value, the follow-up priority value of the task to be communicated is the corresponding priority value before the reserved time of the task to be communicated in the data record; if the time difference between the reserved communication time point of the task to be communicated and the current system time is smaller than a preset value, the follow-up priority value of the task to be communicated is the priority value in the corresponding reserved time of the task to be communicated in the data record; and if the reserved communication time point of the task to be communicated is behind the current system time and the time difference between the reserved communication time point and the current system time is greater than the preset value, the follow-up priority value of the task to be communicated is the priority value behind the corresponding reserved time of the task to be communicated in the data record.
Preferably, the processor is further configured to execute the priority-based customer follow-up system to perform the steps of:
setting weights corresponding to different tasks to be communicated, setting corresponding different appointment time priority values for the tasks to be communicated according to preset different front-back time differences between appointment communication time points of the tasks to be communicated and system time, and calculating by using the weights corresponding to the tasks to be communicated and the corresponding different appointment time priority values to obtain a priority value before the appointment time, a priority value in the appointment time and a priority value after the appointment time of the tasks to be communicated;
establishing a data record in a preset database for each task to be communicated, and recording a reserved communication time point, a priority value before the reserved time, a priority value in the reserved time and a priority value after the reserved time of the task to be communicated in the data record.
Preferably, the preset database is a relational database, a non-relational database or a cache database.
Preferably, the data record is in a JavaScript object markup language format.
In addition, to achieve the above object, the present invention further provides a priority-based client follow-up method applied to an electronic device, including:
A. after receiving a task processing instruction sent by a user, inquiring all tasks to be communicated of the user;
B. traversing all the tasks to be communicated of the user, and comparing the appointed communication time point of each task to be communicated with the current system time;
C. finding a corresponding follow-up priority value in a data record which is established in advance for each task to be communicated according to a comparison result; the data record comprises a follow-up priority value set of each task to be communicated, wherein the follow-up priority value set is a set of a plurality of follow-up priority values obtained by calculation according to preset different front-back time differences and preset rules of a reserved communication time point and system time of each task to be communicated in advance;
D. and displaying all the tasks to be communicated of the user according to the high-low sequence of the follow-up priority numerical value so that the user can preferentially process the clients to be communicated with high priority.
Preferably, the follow-up priority value set includes a priority value before the appointment time, a priority value in the appointment time, and a priority value after the appointment time, and the step of finding the corresponding follow-up priority value in the data record established in advance for each task to be communicated according to the comparison result includes:
if the reserved communication time point of the task to be communicated is before the current system time and the time difference between the reserved communication time point and the current system time is greater than a preset value, the follow-up priority value of the task to be communicated is the corresponding priority value before the reserved time of the task to be communicated in the data record; if the time difference between the reserved communication time point of the task to be communicated and the current system time is smaller than a preset value, the follow-up priority value of the task to be communicated is the priority value in the corresponding reserved time of the task to be communicated in the data record; and if the reserved communication time point of the task to be communicated is behind the current system time and the time difference between the reserved communication time point and the current system time is greater than the preset value, the follow-up priority value of the task to be communicated is the priority value behind the corresponding reserved time of the task to be communicated in the data record.
Preferably, before step a, the method further comprises:
setting weights corresponding to different tasks to be communicated, setting corresponding different appointment time priority values for the tasks to be communicated according to preset different front-back time differences between appointment communication time points of the tasks to be communicated and system time, and calculating by using the weights corresponding to the tasks to be communicated and the corresponding different appointment time priority values to obtain a priority value before the appointment time, a priority value in the appointment time and a priority value after the appointment time of the tasks to be communicated;
establishing a data record in a preset database for each task to be communicated, and recording a reserved communication time point, a priority value before the reserved time, a priority value in the reserved time and a priority value after the reserved time of the task to be communicated in the data record.
Preferably, the preset database is a relational database, a non-relational database or a cache database.
Further, to achieve the above object, the present invention also provides a computer-readable storage medium storing a priority-based client follow-up system, which is executable by at least one processor to cause the at least one processor to perform the steps of the priority-based client follow-up method as described above.
The invention provides a client follow-up method, a system and a readable storage medium based on priority, which establish a data record comprising a follow-up priority value set of each task to be communicated aiming at each task to be communicated of a user in advance, wherein the follow-up priority value set is a set of a plurality of follow-up priority values calculated according to preset different front-back time differences and preset rules of a reserved communication time point and a system time of each task to be communicated in advance, so that when the user sends a task processing instruction, the reserved communication time point of the task to be communicated of the user can be compared with the current system time, and the follow-up priority value of the corresponding situation can be found in the follow-up priority value of each task to be communicated in the set according to the comparison result, namely different situations of the time differences of the reserved communication time point and the current system time, and is used as the follow-up priority value of the task to be communicated, therefore, client follow-up is carried out on all tasks to be communicated of the user according to the follow-up priority. Because the follow-up priority value of each task to be communicated is not required to be calculated dynamically in real time by the system, and only the corresponding priority value is required to be selected from the pre-established data records, the consumption of system CPU resources can be greatly reduced.
Drawings
FIG. 1 is a schematic diagram of an exemplary operating environment for a priority-based client follow-up system 10 according to the present invention;
FIG. 2 is a functional block diagram of an embodiment of a priority based customer follow-up system of the present invention;
FIG. 3 is a functional block diagram of another embodiment of a priority-based customer follow-up system of the present invention;
FIG. 4 is a flowchart illustrating an embodiment of a priority-based client follow-up method of the present invention;
FIG. 5 is a flowchart illustrating another embodiment of a priority-based client follow-up method according to the present invention.
The implementation, functional features and advantages of the objects of the present invention will be further explained with reference to the accompanying drawings.
Detailed Description
In order to make the technical problems, technical solutions and advantageous effects to be solved by the present invention clearer and clearer, the present invention is further described in detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
The invention provides a priority-based client follow-up system. Referring now to FIG. 1, a schematic diagram of an exemplary operating environment for a priority based client follow-up system 10 is shown.
In the present embodiment, the priority-based customer follow-up system 10 is installed and operated in the electronic device 1. The electronic device 1 may include, but is not limited to, a memory 11, a processor 12, and a display 13. Fig. 1 only shows the electronic device 1 with components 11-13, but it is to be understood that not all of the shown components are required to be implemented, and that more or fewer components may alternatively be implemented.
The memory 11 is at least one type of computer readable storage medium, and in some embodiments the memory 11 may be an internal storage unit of the electronic device 1, such as a hard disk or a memory of the electronic device 1. The memory 11 may also be an external storage device of the electronic apparatus 1 in other embodiments, such as a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), and the like, which are provided on the electronic apparatus 1. Further, the memory 11 may also include both an internal storage unit and an external storage device of the electronic apparatus 1. The memory 11 is used for storing application software installed in the electronic device 1 and various types of data, such as program codes of the priority-based customer follow-up system 10. The memory 11 may also be used to temporarily store data that has been output or is to be output.
The processor 12 may be, in some embodiments, a Central Processing Unit (CPU), microprocessor or other data Processing chip, for running program code stored in the memory 11 or Processing data, such as executing the priority-based customer follow-up system 10.
The display 13 may be an LED display, a liquid crystal display, a touch-sensitive liquid crystal display, an OLED (Organic Light-Emitting Diode) touch panel, or the like in some embodiments. The display 13 is used for displaying information processed in the electronic device 1 and displaying a visual user interface, such as a communication reservation time point of each client to be communicated, client information to be communicated displayed in an order according to the communication priority, and the like. The components 11-13 of the electronic device 1 communicate with each other via a system bus.
Referring now to FIG. 2, a functional block diagram of a preferred embodiment of the priority based client follow-up system 10 of the present invention is shown. In this embodiment, the priority-based customer follow-up system 10 may be divided into one or more modules, and the one or more modules are stored in the memory 11 and executed by one or more processors (in this embodiment, the processor 12) to complete the present invention. For example, in FIG. 4, the priority-based customer follow-up system 10 may be partitioned into a query module 01, a comparison module 02, a lookup module 03, and a ranking module 04. The modules referred to in the present invention refer to a series of computer program instruction segments capable of performing specific functions, and are more suitable than programs for describing the execution process of the priority-based customer follow-up system 10 in the electronic device 1. The following description will specifically describe the functions of the query module 01, the comparison module 02, the search module 03, and the ranking module 04.
The query module 01 is configured to query all to-be-communicated tasks of the user after receiving a task processing instruction sent by the user.
The comparison module 02 is configured to traverse all the tasks to be communicated of the user, and compare the reserved communication time point of each task to be communicated with the current system time.
In a remote sales service scenario, a worker such as a remote seat usually needs to actively track all stock customers and mined quasi-customers, and generally, after a next reserved communication time point is determined between the remote seat and an intended customer in a communication process, the remote seat actively follows the customer in time according to the reserved communication time point. In this embodiment, a corresponding button may be provided on the system interface, where the button is used for a user, such as an agent person, to click when the user is available to process a new task, so as to issue a task processing instruction to the system. After receiving a task processing instruction sent by a user, the system queries all tasks to be communicated of the user, such as all uncompleted tasks to be communicated under the account of the user, traverses all queried tasks to be communicated of the user, and compares the reserved communication time point of each task to be communicated with the current system time. For example, comparing the communication appointment time point of each of the tasks to be communicated before or after the current system time, the time difference between the communication appointment time point of each of the tasks to be communicated and the current system time can be calculated, such as N minutes before the current system time and N minutes after the current system time.
In one embodiment, the communication appointment time point of each to-be-communicated task may be obtained by the system in real time, for example, a client follow-up time recording interface may be provided, after the remote seat determines the next communication appointment time point in the communication process with the intended client, the remote seat may call the client follow-up time recording interface by clicking a button or the like, and record client information (such as name, contact information, current business state, and the like) of the to-be-communicated client, the communication appointment time point, and the like on the client follow-up time recording interface. The client follow-up time recording interface can be used for the remote seat to add a record to input the client information, the appointed communication time point and other information of the newly added client to be communicated, and can also be used for the remote seat to update the existing record, for example, the appointed communication time point of the client to be communicated in the existing record can be updated to the latest appointed communication time point determined by the client to be communicated, so that the latest appointed communication time point of each client to be communicated can be obtained in real time through the client follow-up time recording interface.
In another embodiment, a data record may also be established in the database to store the communication appointment time point of each to-be-communicated task, and after a user such as a seat person sends a task processing instruction, the communication appointment time point of each to-be-communicated task stored in the data record may be directly called to compare with the current system time.
The searching module 03 is configured to find a corresponding follow-up priority value in a data record which is established in advance for each task to be communicated according to the comparison result; the data record comprises a follow-up priority value set of each task to be communicated, wherein the follow-up priority value set is a set of a plurality of follow-up priority values obtained by calculation according to preset different front-back time differences and preset rules of the reserved communication time point and the system time of each task to be communicated in advance.
And searching in a data record established in advance for each task to be communicated according to a comparison result, namely the time difference between the reserved communication time point of each task to be communicated and the current system time. The data record is a set of follow-up priority values which are established in advance for each task to be communicated, and the set of follow-up priority values comprises a set of follow-up priority values which are adopted by each task to be communicated when the time difference between the reserved communication time point and the system time before and after the task to be communicated is in different situations. A plurality of follow-up priority values can be calculated in advance according to preset different time differences between the reserved communication time point of each task to be communicated and the system time and preset rules. For example, in one embodiment, the follow-up priority value of the reserved communication time point before the current system time is set to 2, the follow-up priority value of the reserved communication time point after the current system time is set to 1, and the communication priority of the to-be-communicated task of the reserved communication time point before the current system time is higher than that of the to-be-communicated task of the reserved communication time point after the current system time, so as to ensure that the to-be-communicated client performs follow-up communication in advance as much as possible, thereby avoiding the influence of the to-be-communicated client which does not follow up at the reserved time point on the whole follow-up communication plan and further reducing the overall satisfaction of the client in the remote service sales.
In another embodiment, the communication priority may be calculated by comprehensively considering current service states of different tasks to be communicated on the basis that the priority of the task to be communicated before the current system time at the communication reservation time point is higher than the priority of the task to be communicated after the current system time at the communication reservation time point. For example, the weight in the "quoted waiting for follow-up sale" state may be set to be higher than the weight in the "issued order waiting for delivery" state, and then the follow-up priority value of the to-be-communicated task may be calculated according to the preset different time differences between the reserved communication time point and the system time of each to-be-communicated task and the business state weight of the to-be-communicated task, if the to-be-communicated task is "quoted waiting for follow-up sale" and the weight thereof is 2, then the follow-up priority value of the to-be-communicated task before the current system time at the reserved communication time point may be calculated to be 4, and the follow-up priority value of the to-be-communicated task after the current system time at the reserved communication time point may be 2.
The follow-up priority value set of the data records comprises a set of follow-up priority values which should be adopted by each task to be communicated when the time difference between the reserved communication time point and the system time is different. Therefore, according to the comparison result, namely the time difference between the reserved communication time point of each task to be communicated and the current system time, the follow-up priority value corresponding to the task to be communicated can be found in the follow-up priority value set. For example, if the task to be communicated is "quoted for follow-up sale", and the scheduled communication time point of the task to be communicated is before the current system time, the follow-up priority value corresponding to the current situation can be found from the set of follow-up priority values of the data records of the task to be communicated as 4.
And the sequencing module 04 is configured to display all the tasks to be communicated of the user according to the high-low sequencing of the follow-up priority value, so that the user can preferentially process the clients to be communicated with high priorities.
After all the tasks to be communicated of the user are traversed, the follow-up priority value corresponding to each task to be communicated of the user can be found. And displaying all the tasks to be communicated of the user according to the high-low sequence of follow-up priority numerical values, placing the task with the highest priority in the first item in the list, and if the priorities are the same, arranging the communication reservation time point in front of the communication reservation time point. The staff such as the remote seat can carry out client follow-up work in turn according to the displayed clients to be communicated which are sorted according to the follow-up priority value so as to preferentially process the clients to be communicated with high priority.
The embodiment establishes a data record comprising a follow-up priority value set of each task to be communicated for each task to be communicated of the user in advance, the follow-up priority value set is a set of a plurality of follow-up priority values which are calculated in advance according to preset different time differences before and after the appointment communication time point of each task to be communicated and the system time and a preset rule, so that when a user sends a task processing instruction, the appointed communication time point of the task to be communicated of the user can be compared with the current system time, and the follow-up priority value of the corresponding situation is found in the follow-up priority value set of each task to be communicated according to the comparison result, namely the different situation of the time difference between the reserved communication time point and the current system time, and is used as the follow-up priority value of the task to be communicated, therefore, client follow-up is carried out on all tasks to be communicated of the user according to the follow-up priority. Because the follow-up priority value of each task to be communicated is not required to be calculated dynamically in real time by the system, and only the corresponding priority value is required to be selected from the pre-established data records, the consumption of system CPU resources can be greatly reduced.
As shown in fig. 3, another embodiment of the present invention provides a priority-based client follow-up system, which further includes, on the basis of the above embodiment:
the setting module 05 is configured to set weights corresponding to different tasks to be communicated, set corresponding different appointment time priority values for the tasks to be communicated according to preset different time differences between appointment communication time points of the tasks to be communicated and system time, and calculate, by using the weights corresponding to the tasks to be communicated and the corresponding different appointment time priority values, a pre-appointment time priority value, a middle appointment time priority value, and a post-appointment time priority value of the tasks to be communicated.
The recording module 06 is configured to newly create a data record in a preset database for each task to be communicated, and record, in the data record, a reserved communication time point, a priority value before the reserved time, a priority value in the reserved time, and a priority value after the reserved time of the task to be communicated.
Data statistics in a remote service sale scene shows that the client is contacted in time within a short time (such as 1 minute) before and after the appointed communication time with the client, the client satisfaction is the highest, and the sale success rate is high. Contacting the customer a short time (e.g., 1 minute) in advance will also result in higher customer satisfaction, but will be contacted after a short time (e.g., 1 minute) in excess of which the customer satisfaction is minimal.
Therefore, in this embodiment, different reserved time priority values, namely, a first priority value, a second priority value and a third priority value, are set for the task to be communicated according to the preset different time differences between the reserved communication time point of the task to be communicated and the system time, where the three priorities are defined as follows:
the first priority value is adopted by a preset value (such as 1 minute) before the reserved communication time point reaches the current time, and the priority is higher at the moment;
the second priority value is adopted in the interval from the reserved communication time point to the preset value (such as 1 minute) before and after the current time, and the priority is highest at the moment;
and the third priority value is adopted by the preset value (such as 1 minute) after the reserved communication time point exceeds the current time, and the priority is the lowest at the moment.
In addition, in this embodiment, weights corresponding to different tasks to be communicated are also set, for example, the weight of the "tracking state during sales" may be set higher than the weight of the "preparation state before sales" according to the importance of the different task states, the weight of the "preparation state before sales" may be set higher than the weight of the "failure state before sales", and corresponding weight coefficients may be set for the different task states. According to the determined priority values M1 of different reservation times and the weight coefficients a corresponding to different task states, the follow-up priority M of each client to be followed can be comprehensively determined, and the formula is as follows:
M＝a*M1
in this embodiment, the values M1 of the priorities of different reservation times and the weighting coefficients a corresponding to different task states may be preset, so as to adjust the influence degree of the time difference between the front and the back and the task state on the follow-up priority of the final to-be-followed client according to the actual application requirement. If the priority is given to the client to be followed who is going to follow up to the reservation follow-up time, the different reservation time priority value M1 can be increased, and if the priority is given to the importance of the current task state of the client to follow up, the weight coefficient a corresponding to the different task state can be increased. Through a large number of cases and experimental data, the present embodiment provides an optional coefficient matching, and the priority value corresponding to the case where M1 is the second priority value is 3, the priority value corresponding to the case where M1 is the first priority value is 2.5, and the priority value corresponding to the case where M1 is the third priority value is 2. The corresponding weight coefficient a is 0.9 when the task to be communicated is in the tracking state during sale, the corresponding weight coefficient a is 0.6 when the task to be communicated is in the preparation state before sale, and the corresponding weight coefficient a is 0.3 when the task to be communicated is in the failed state. Therefore, the influence of the reservation follow-up time point of each client to be followed and the influence of the current task state can be balanced, and the most reasonable follow-up priority is calculated for each client to be followed. According to the formula, the weight corresponding to each task to be communicated and the corresponding different appointment time priority values (the first priority value, the second priority value and the third priority value) are comprehensively considered, and the priority value before the appointment time, the priority value in the appointment time and the priority value after the appointment time of the task to be communicated can be obtained through calculation. For example, when the reserved time priority value M1 is the first priority value, the follow-up priority M calculated according to the above formula is the pre-reserved time priority value of the task to be communicated.
Establishing a data record in a preset database for each task to be communicated, and recording a reserved communication time point, a priority value before the reserved time, a priority value in the reserved time and a priority value after the reserved time of the task to be communicated in the data record. The database for storing the data records is a relational database, a non-relational noSql database or a cache database, and the cache database can be quickly called by the system in real time in a service scene with particularly high performance requirements. The data record is a file in a JavaScript object markup language format, i.e., JSON format, and the file can be adjusted by text editing according to service needs, for example, the follow-up priority value in the set of follow-up priority values of the task to be communicated can be manually edited and adjusted in this embodiment.
For example, in one embodiment, after the scheduled communication time point of the task to be communicated is determined, a data record is stored in the database, and the data record comprises four fields: the communication reservation time point (T), the priority before the reservation time (P1), the priority in the reservation time (P0), and the priority after the reservation time (P3) are set in advance as priority values under three conditions. Corresponding button functions are provided, and the seat personnel can click when the seat personnel are available to process new tasks. And after the corresponding function is triggered, the system acquires the current system time, compares the current system time with the content of the field of the reserved communication time point (T) in the data record, and if the reserved communication time point (T) is n minutes before the current system time, the follow-up priority value of the task to be communicated is the value of P1. If the reserved communication time point (T) is between T-n and T + n of the current system time, the follow-up priority value of the task to be communicated is the value of P2. If the reserved communication time point (T) is n minutes before the current system time, the follow-up priority value of the task to be communicated takes the value of P3. All tasks to be communicated determine the priority according to the rule, the tasks are uniformly sorted, and the prompting seats with the highest priority are obtained after the tasks are sorted and need to follow.
The invention further provides a client follow-up method based on the priority.
Referring to fig. 4, fig. 4 is a flowchart illustrating an embodiment of a priority-based client follow-up method according to the present invention.
In one embodiment, the priority-based customer follow-up method includes:
in step S10, after receiving the task processing instruction sent by the user, all the tasks to be communicated of the user are queried.
Step S20, traverse all the tasks to be communicated of the user, and compare the reserved communication time point of each task to be communicated with the current system time.
In a remote sales service scenario, a worker such as a remote seat usually needs to actively track all stock customers and mined quasi-customers, and generally, after a next reserved communication time point is determined between the remote seat and an intended customer in a communication process, the remote seat actively follows the customer in time according to the reserved communication time point. In this embodiment, a corresponding button may be provided on the system interface, where the button is used for a user, such as an agent person, to click when the user is available to process a new task, so as to issue a task processing instruction to the system. After receiving a task processing instruction sent by a user, the system queries all tasks to be communicated of the user, such as all uncompleted tasks to be communicated under the account of the user, traverses all queried tasks to be communicated of the user, and compares the reserved communication time point of each task to be communicated with the current system time. For example, comparing the communication appointment time point of each of the tasks to be communicated before or after the current system time, the time difference between the communication appointment time point of each of the tasks to be communicated and the current system time can be calculated, such as N minutes before the current system time and N minutes after the current system time.
In one embodiment, the communication appointment time point of each to-be-communicated task may be obtained by the system in real time, for example, a client follow-up time recording interface may be provided, after the remote seat determines the next communication appointment time point in the communication process with the intended client, the remote seat may call the client follow-up time recording interface by clicking a button or the like, and record client information (such as name, contact information, current business state, and the like) of the to-be-communicated client, the communication appointment time point, and the like on the client follow-up time recording interface. The client follow-up time recording interface can be used for the remote seat to add a record to input the client information, the appointed communication time point and other information of the newly added client to be communicated, and can also be used for the remote seat to update the existing record, for example, the appointed communication time point of the client to be communicated in the existing record can be updated to the latest appointed communication time point determined by the client to be communicated, so that the latest appointed communication time point of each client to be communicated can be obtained in real time through the client follow-up time recording interface.
In another embodiment, a data record may also be established in the database to store the communication appointment time point of each to-be-communicated task, and after a user such as a seat person sends a task processing instruction, the communication appointment time point of each to-be-communicated task stored in the data record may be directly called to compare with the current system time.
Step S30, finding out the corresponding follow-up priority value in the data record established in advance for each task to be communicated according to the comparison result; the data record comprises a follow-up priority value set of each task to be communicated, wherein the follow-up priority value set is a set of a plurality of follow-up priority values obtained by calculation according to preset different front-back time differences and preset rules of the reserved communication time point and the system time of each task to be communicated in advance.
And searching in a data record established in advance for each task to be communicated according to a comparison result, namely the time difference between the reserved communication time point of each task to be communicated and the current system time. The data record is a set of follow-up priority values which are established in advance for each task to be communicated, and the set of follow-up priority values comprises a set of follow-up priority values which are adopted by each task to be communicated when the time difference between the reserved communication time point and the system time before and after the task to be communicated is in different situations. A plurality of follow-up priority values can be calculated in advance according to preset different time differences between the reserved communication time point of each task to be communicated and the system time and preset rules. For example, in one embodiment, the follow-up priority value of the reserved communication time point before the current system time is set to 2, the follow-up priority value of the reserved communication time point after the current system time is set to 1, and the communication priority of the to-be-communicated task of the reserved communication time point before the current system time is higher than that of the to-be-communicated task of the reserved communication time point after the current system time, so as to ensure that the to-be-communicated client performs follow-up communication in advance as much as possible, thereby avoiding the influence of the to-be-communicated client which does not follow up at the reserved time point on the whole follow-up communication plan and further reducing the overall satisfaction of the client in the remote service sales.
In another embodiment, the communication priority may be calculated by comprehensively considering current service states of different tasks to be communicated on the basis that the priority of the task to be communicated before the current system time at the communication reservation time point is higher than the priority of the task to be communicated after the current system time at the communication reservation time point. For example, the weight in the "quoted waiting for follow-up sale" state may be set to be higher than the weight in the "issued order waiting for delivery" state, and then the follow-up priority value of the to-be-communicated task may be calculated according to the preset different time differences between the reserved communication time point and the system time of each to-be-communicated task and the business state weight of the to-be-communicated task, if the to-be-communicated task is "quoted waiting for follow-up sale" and the weight thereof is 2, then the follow-up priority value of the to-be-communicated task before the current system time at the reserved communication time point may be calculated to be 4, and the follow-up priority value of the to-be-communicated task after the current system time at the reserved communication time point may be 2.
The follow-up priority value set of the data records comprises a set of follow-up priority values which should be adopted by each task to be communicated when the time difference between the reserved communication time point and the system time is different. Therefore, according to the comparison result, namely the time difference between the reserved communication time point of each task to be communicated and the current system time, the follow-up priority value corresponding to the task to be communicated can be found in the follow-up priority value set. For example, if the task to be communicated is "quoted for follow-up sale", and the scheduled communication time point of the task to be communicated is before the current system time, the follow-up priority value corresponding to the current situation can be found from the set of follow-up priority values of the data records of the task to be communicated as 4.
Step S40, all the tasks to be communicated of the user are displayed in the descending order of the follow-up priority value, so that the user can preferentially process the clients to be communicated with high priority.
After all the tasks to be communicated of the user are traversed, the follow-up priority value corresponding to each task to be communicated of the user can be found. And displaying all the tasks to be communicated of the user according to the high-low sequence of follow-up priority numerical values, placing the task with the highest priority in the first item in the list, and if the priorities are the same, arranging the communication reservation time point in front of the communication reservation time point. The staff such as the remote seat can carry out client follow-up work in turn according to the displayed clients to be communicated which are sorted according to the follow-up priority value so as to preferentially process the clients to be communicated with high priority.
The embodiment establishes a data record comprising a follow-up priority value set of each task to be communicated for each task to be communicated of the user in advance, the follow-up priority value set is a set of a plurality of follow-up priority values which are calculated in advance according to preset different time differences before and after the appointment communication time point of each task to be communicated and the system time and a preset rule, so that when a user sends a task processing instruction, the appointed communication time point of the task to be communicated of the user can be compared with the current system time, and the follow-up priority value of the corresponding situation is found in the follow-up priority value set of each task to be communicated according to the comparison result, namely the different situation of the time difference between the reserved communication time point and the current system time, and is used as the follow-up priority value of the task to be communicated, therefore, client follow-up is carried out on all tasks to be communicated of the user according to the follow-up priority. Because the follow-up priority value of each task to be communicated is not required to be calculated dynamically in real time by the system, and only the corresponding priority value is required to be selected from the pre-established data records, the consumption of system CPU resources can be greatly reduced.
As shown in fig. 5, another embodiment of the present invention provides a method for customer follow-up based on priority, and on the basis of the above embodiment, before the step S10, the method further includes:
step S50, setting weights corresponding to different tasks to be communicated, setting corresponding different appointment time priority values for the tasks to be communicated according to different preset pre-and post-appointment time differences between the appointment communication time point of the tasks to be communicated and the system time, and calculating the pre-appointment time priority value, the middle appointment time priority value and the post-appointment time priority value of the tasks to be communicated by using the weights corresponding to the tasks to be communicated and the corresponding different appointment time priority values.
Step S60, creating a new data record in the preset database for each task to be communicated, and recording the reserved communication time point, the priority value before the reserved time, the priority value in the reserved time, and the priority value after the reserved time of the task to be communicated in the data record.
Data statistics in a remote service sale scene shows that the client is contacted in time within a short time (such as 1 minute) before and after the appointed communication time with the client, the client satisfaction is the highest, and the sale success rate is high. Contacting the customer a short time (e.g., 1 minute) in advance will also result in higher customer satisfaction, but will be contacted after a short time (e.g., 1 minute) in excess of which the customer satisfaction is minimal.
Therefore, in this embodiment, different reserved time priority values, namely, a first priority value, a second priority value and a third priority value, are set for the task to be communicated according to the preset different time differences between the reserved communication time point of the task to be communicated and the system time, where the three priorities are defined as follows:
the first priority value is adopted by a preset value (such as 1 minute) before the reserved communication time point reaches the current time, and the priority is higher at the moment;
the second priority value is adopted in the interval from the reserved communication time point to the preset value (such as 1 minute) before and after the current time, and the priority is highest at the moment;
and the third priority value is adopted by the preset value (such as 1 minute) after the reserved communication time point exceeds the current time, and the priority is the lowest at the moment.
In addition, in this embodiment, weights corresponding to different tasks to be communicated are also set, for example, the weight of the "tracking state during sales" may be set higher than the weight of the "preparation state before sales" according to the importance of the different task states, the weight of the "preparation state before sales" may be set higher than the weight of the "failure state before sales", and corresponding weight coefficients may be set for the different task states. According to the determined priority values M1 of different reservation times and the weight coefficients a corresponding to different task states, the follow-up priority M of each client to be followed can be comprehensively determined, and the formula is as follows:
M＝a*M1
in this embodiment, the values M1 of the priorities of different reservation times and the weighting coefficients a corresponding to different task states may be preset, so as to adjust the influence degree of the time difference between the front and the back and the task state on the follow-up priority of the final to-be-followed client according to the actual application requirement. If the priority is given to the client to be followed who is going to follow up to the reservation follow-up time, the different reservation time priority value M1 can be increased, and if the priority is given to the importance of the current task state of the client to follow up, the weight coefficient a corresponding to the different task state can be increased. Through a large number of cases and experimental data, the present embodiment provides an optional coefficient matching, and the priority value corresponding to the case where M1 is the second priority value is 3, the priority value corresponding to the case where M1 is the first priority value is 2.5, and the priority value corresponding to the case where M1 is the third priority value is 2. The corresponding weight coefficient a is 0.9 when the task to be communicated is in the tracking state during sale, the corresponding weight coefficient a is 0.6 when the task to be communicated is in the preparation state before sale, and the corresponding weight coefficient a is 0.3 when the task to be communicated is in the failed state. Therefore, the influence of the reservation follow-up time point of each client to be followed and the influence of the current task state can be balanced, and the most reasonable follow-up priority is calculated for each client to be followed. According to the formula, the weight corresponding to each task to be communicated and the corresponding different appointment time priority values (the first priority value, the second priority value and the third priority value) are comprehensively considered, and the priority value before the appointment time, the priority value in the appointment time and the priority value after the appointment time of the task to be communicated can be obtained through calculation. For example, when the reserved time priority value M1 is the first priority value, the follow-up priority M calculated according to the above formula is the pre-reserved time priority value of the task to be communicated.
Establishing a data record in a preset database for each task to be communicated, and recording a reserved communication time point, a priority value before the reserved time, a priority value in the reserved time and a priority value after the reserved time of the task to be communicated in the data record. The database for storing the data records is a relational database, a non-relational noSql database or a cache database, and the cache database can be quickly called by the system in real time in a service scene with particularly high performance requirements. The data record is a file in a JavaScript object markup language format, i.e., JSON format, and the file can be adjusted by text editing according to service needs, for example, the follow-up priority value in the set of follow-up priority values of the task to be communicated can be manually edited and adjusted in this embodiment.
For example, in one embodiment, after the scheduled communication time point of the task to be communicated is determined, a data record is stored in the database, and the data record comprises four fields: the communication reservation time point (T), the priority before the reservation time (P1), the priority in the reservation time (P0), and the priority after the reservation time (P3) are set in advance as priority values under three conditions. Corresponding button functions are provided, and the seat personnel can click when the seat personnel are available to process new tasks. And after the corresponding function is triggered, the system acquires the current system time, compares the current system time with the content of the field of the reserved communication time point (T) in the data record, and if the reserved communication time point (T) is n minutes before the current system time, the follow-up priority value of the task to be communicated is the value of P1. If the reserved communication time point (T) is between T-n and T + n of the current system time, the follow-up priority value of the task to be communicated is the value of P2. If the reserved communication time point (T) is n minutes before the current system time, the follow-up priority value of the task to be communicated takes the value of P3. All tasks to be communicated determine the priority according to the rule, the tasks are uniformly sorted, and the prompting seats with the highest priority are obtained after the tasks are sorted and need to follow.
Furthermore, the present invention also provides a computer-readable storage medium, where the computer-readable storage medium stores a priority-based customer follow-up system, and the priority-based customer follow-up system is executable by at least one processor, so as to enable the at least one processor to execute the steps of the priority-based customer follow-up method in the foregoing embodiment, and the specific implementation procedures of the steps S10, S20, S30, etc. of the priority-based customer follow-up method are as described above, and are not described herein again.
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.
Through the above description of the embodiments, those skilled in the art will clearly understand that the method of the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but in many cases, the former is a better embodiment. Based on such understanding, the technical solutions of the present invention may be embodied in the form of a software product, which is stored in a storage medium (such as ROM/RAM, magnetic disk, optical disk) and includes instructions for enabling a terminal device (such as a mobile phone, a computer, a server, an air conditioner, or a network device) to execute the method according to the embodiments of the present invention.
The preferred embodiments of the present invention have been described above with reference to the accompanying drawings, and are not to be construed as limiting the scope of the invention. The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments. Additionally, while a logical order is shown in the flow diagrams, in some cases, the steps shown or described may be performed in an order different than here.
Those skilled in the art can implement the invention in various modifications, such as features from one embodiment can be used in another embodiment to yield yet a further embodiment, without departing from the scope and spirit of the invention. Any modification, equivalent replacement and improvement made within the technical idea of using the present invention should be within the scope of the right of the present invention.
Claims (10)
1. An electronic device comprising a memory, a processor, and a priority-based customer follow-up system stored on the memory and operable on the processor, the priority-based customer follow-up system when executed by the processor performing the steps of:
A. after receiving a task processing instruction sent by a user, inquiring all tasks to be communicated of the user;
B. updating all tasks to be communicated of the user in real time by using a new record adding mode;
C. traversing all the tasks to be communicated of the user after updating, and comparing the appointed communication time point of each task to be communicated with the current system time;
D. finding a corresponding follow-up priority value in a data record which is established in advance for each task to be communicated according to a comparison result; the data record comprises a follow-up priority value set of each task to be communicated, wherein the follow-up priority value set is a set of a plurality of follow-up priority values obtained by calculation according to preset different front-back time differences and preset rules of a reserved communication time point and system time of each task to be communicated in advance;
E. and displaying all the tasks to be communicated of the user according to the high-low sequence of the follow-up priority numerical value so that the user can preferentially process the clients to be communicated with high priority.
2. The electronic device of claim 1, wherein the follow-up priority value set comprises a pre-appointment time priority value, a mid-appointment time priority value, and a post-appointment time priority value, and the step of finding the corresponding follow-up priority value in a data record established for each task to be communicated in advance according to the comparison result comprises:
if the reserved communication time point of the task to be communicated is before the current system time and the time difference between the reserved communication time point and the current system time is greater than a preset value, the follow-up priority value of the task to be communicated is the corresponding priority value before the reserved time of the task to be communicated in the data record; if the time difference between the reserved communication time point of the task to be communicated and the current system time is smaller than a preset value, the follow-up priority value of the task to be communicated is the priority value in the corresponding reserved time of the task to be communicated in the data record; and if the reserved communication time point of the task to be communicated is behind the current system time and the time difference between the reserved communication time point and the current system time is greater than the preset value, the follow-up priority value of the task to be communicated is the priority value behind the corresponding reserved time of the task to be communicated in the data record.
3. The electronic device of claim 2, wherein the processor is further configured to execute the priority-based customer follow-up system to:
setting weights corresponding to different tasks to be communicated, setting corresponding different appointment time priority values for the tasks to be communicated according to preset different front-back time differences between appointment communication time points of the tasks to be communicated and system time, and calculating by using the weights corresponding to the tasks to be communicated and the corresponding different appointment time priority values to obtain a priority value before the appointment time, a priority value in the appointment time and a priority value after the appointment time of the tasks to be communicated;
establishing a data record in a preset database for each task to be communicated, and recording a reserved communication time point, a priority value before the reserved time, a priority value in the reserved time and a priority value after the reserved time of the task to be communicated in the data record.
4. The electronic device of claim 3, wherein the predetermined database is a relational database, a non-relational database, or a cache database.
5. The electronic device of any of claims 1-4, wherein the data record is in a JavaScript object markup language format.
6. A priority-based customer follow-up method applied to an electronic device is characterized by comprising the following steps:
A. after receiving a task processing instruction sent by a user, inquiring all tasks to be communicated of the user;
B. updating all tasks to be communicated of the user in real time by using a new record adding mode;
C. traversing all the tasks to be communicated of the user after updating, and comparing the appointed communication time point of each task to be communicated with the current system time;
D. finding a corresponding follow-up priority value in a data record which is established in advance for each task to be communicated according to a comparison result; the data record comprises a follow-up priority value set of each task to be communicated, wherein the follow-up priority value set is a set of a plurality of follow-up priority values obtained by calculation according to preset different front-back time differences and preset rules of a reserved communication time point and system time of each task to be communicated in advance;
E. and displaying all the tasks to be communicated of the user according to the high-low sequence of the follow-up priority numerical value so that the user can preferentially process the clients to be communicated with high priority.
7. The priority-based client follow-up method according to claim 6, wherein the set of follow-up priority values includes a pre-appointment time priority value, a mid-appointment time priority value, and a post-appointment time priority value, and the step of finding the corresponding follow-up priority value in the data records established for each task to be communicated in advance according to the comparison result comprises:
if the reserved communication time point of the task to be communicated is before the current system time and the time difference between the reserved communication time point and the current system time is greater than a preset value, the follow-up priority value of the task to be communicated is the corresponding priority value before the reserved time of the task to be communicated in the data record; if the time difference between the reserved communication time point of the task to be communicated and the current system time is smaller than a preset value, the follow-up priority value of the task to be communicated is the priority value in the corresponding reserved time of the task to be communicated in the data record; and if the reserved communication time point of the task to be communicated is behind the current system time and the time difference between the reserved communication time point and the current system time is greater than the preset value, the follow-up priority value of the task to be communicated is the priority value behind the corresponding reserved time of the task to be communicated in the data record.
8. A priority based customer follow-up method according to claim 7, wherein before step a, the method further comprises:
setting weights corresponding to different tasks to be communicated, setting corresponding different appointment time priority values for the tasks to be communicated according to preset different front-back time differences between appointment communication time points of the tasks to be communicated and system time, and calculating by using the weights corresponding to the tasks to be communicated and the corresponding different appointment time priority values to obtain a priority value before the appointment time, a priority value in the appointment time and a priority value after the appointment time of the tasks to be communicated;
establishing a data record in a preset database for each task to be communicated, and recording a reserved communication time point, a priority value before the reserved time, a priority value in the reserved time and a priority value after the reserved time of the task to be communicated in the data record.
9. The priority-based customer follow-up method according to claim 8, wherein the predetermined database is a relational database, a non-relational database, or a cache database.
10. A computer readable storage medium storing a priority based customer follow-up system executable by at least one processor to cause the at least one processor to perform the steps of the priority based customer follow-up method according to any one of claims 6-9.
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| PCT/CN2018/076148 WO2019024482A1 (en) | 2017-08-04 | 2018-02-10 | Client follow-up method and system based on priority, and readable storage medium |
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