CN108023935A - A kind of feedback information management method and system - Google Patents
A kind of feedback information management method and system Download PDFInfo
- Publication number
- CN108023935A CN108023935A CN201711071231.1A CN201711071231A CN108023935A CN 108023935 A CN108023935 A CN 108023935A CN 201711071231 A CN201711071231 A CN 201711071231A CN 108023935 A CN108023935 A CN 108023935A
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- CN
- China
- Prior art keywords
- information
- feedback information
- feedback
- user terminal
- user
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/52—Network services specially adapted for the location of the user terminal
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/95—Retrieval from the web
- G06F16/955—Retrieval from the web using information identifiers, e.g. uniform resource locators [URL]
- G06F16/9566—URL specific, e.g. using aliases, detecting broken or misspelled links
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/55—Push-based network services
Abstract
The present invention relates to a kind of feedback information management method and system, including：The feedback information that user terminal is sent and preservation are received, the information to be serviced and the GPS latitude and longitude informations of user terminal position that feedback information is inputted including institute user by URL addresses；According to GPS latitude and longitude informations, analysis obtains its corresponding positional information；Feedback information and positional information are sent into external service system corresponding to URL addresses.The present invention upon reception of the feedback information, in time preserves the feedback information to database, easy to the final-period management to feedback information.Meanwhile using the accurate GPS positioning based on webpage, the accurate positional information of user can be obtained, customer service staff can accurately, comprehensively understand the position where client, carry out easy to subsequently be directed to the smooth of the work of the feedback information.In addition, interconnection web form fill message, Question Classification is accurate, easy to manage.Real-time reception, process problem, efficiency are substantially improved.
Description
Technical field
The present invention relates to feedback information processing technology field, more particularly to a kind of feedback information management method and system.
Background technology
In various service trades, emergency application industry (such as operator customer service), user feedback problem or information
When generally existing problems with：When user informs contact staff by the form of phone, customer location description is usually present not
The problem of specifying, causes contact staff can not precise positioning customer location；Partial service latent period is grown, and can not be timely responded to；
Service processing or Resolving probiems queuing time length, it is less efficient.
The content of the invention
The present invention provides a kind of feedback information management method and system, to solve or partly solve above-mentioned technical problem.
The technical solution that the present invention solves above-mentioned technical problem is as follows：A kind of feedback information management method, including：
Step 1, receive the feedback information that user terminal is sent and preservation, and the feedback information includes user in the user
The information to be serviced and the GPS latitude and longitude informations of the user terminal position that terminal is inputted by URL addresses；
Step 2, according to the GPS latitude and longitude informations, analysis obtains its corresponding positional information；
Step 3, by the feedback information and the positional information send to the URL addresses it is corresponding externally service system
System.
The beneficial effects of the invention are as follows：The present invention upon reception of the feedback information, in time preserves the feedback information to number
According to storehouse, easy to the final-period management to feedback information.Using the accurate GPS positioning based on webpage, the accurate position of user can be obtained
Information, customer service staff can accurately, comprehensively understand the position where client, easy to subsequently be directed to the work of the feedback information
Smooth development.Web form fill message is interconnected, Question Classification is accurate, easy to manage.Real-time reception, process problem, efficiency are big
Width is lifted.
Based on the above technical solutions, the present invention can also be improved as follows.
Further, the feedback information further includes what the user was inputted in the user terminal by the URL addresses
Subscriber identity information, then before the step 3, the method further includes：
Step 4, according to the subscriber identity information and default related information classification, user's body is obtained from database
The corresponding related information of part information；
Then the step 3 includes：
The feedback information, the positional information and the related information are sent corresponding externally to the URL addresses
Service system.
Further, the method further includes：
Step 5, obtain processing progress information of the externally service system to the feedback information in real time, and according to described
Processing progress information, is marked the feedback information preserved and preservation of classifying.
Further, the method further includes：
Step 6, according to preset period of time, send the processing progress information to the user terminal, and according to institute
Processing progress information and default processing time limit are stated, the prompting for handling the feedback information to the externally service system transmission is believed
Breath.
Further, the step 2 includes：
By the Geographic mapping attribute of webpage, analysis obtains the corresponding positional information of the GPS latitude and longitude informations.
To solve the technical problem of the present invention, a kind of feedback information management system is additionally provided, including：
Information receiving module, for receiving feedback information and the preservation of user terminal transmission, the feedback information includes using
The information to be serviced and the GPS longitudes and latitudes of the user terminal position that family is inputted in the user terminal by URL addresses
Information；
Positional information analysis module, for the GPS latitude and longitude informations received according to described information receiving module, analysis
Obtain its corresponding positional information；
Pushing module, for the feedback information for receiving described information receiving module and positional information analysis mould
The positional information that block obtains sends external service system corresponding to the URL addresses.
Further, the feedback information further includes what the user was inputted in the user terminal by the URL addresses
Subscriber identity information, the system also includes：
Information association module, for the user received according to default related information classification and described information receiving module
Identity information, obtains the corresponding related information of the subscriber identity information from database；
Then the pushing module is specifically used for：
Institute's rheme that the feedback information that described information receiving module is received, the positional information analysis module obtain
The related information that confidence is ceased with described information relating module obtains sends externally service system corresponding to the URL addresses
System.
Further, the system also includes：
Processing progress mark module, for obtaining the externally processing progress of the service system to the feedback information in real time
Information, and according to the processing progress information, is marked the feedback information preserved and preservation of classifying.
Further, the system also includes：
Processing progress reminding module, for according to preset period of time, the processing progress to be sent to the user terminal
Information, and according to the processing progress information and default processing time limit, it is described anti-to send processing to the externally service system
The prompt message of feedforward information.
Further, the positional information analysis module is specifically used for：
By the Geographic mapping attribute of webpage, analysis obtains the corresponding positional information of the GPS latitude and longitude informations.
Brief description of the drawings
Fig. 1 is a kind of flow diagram of feedback information management method provided by one embodiment of the present invention；
Fig. 2 is a kind of flow diagram for feedback information management method that another embodiment of the present invention provides；
Fig. 3 is a kind of flow diagram for feedback information management method that another embodiment of the present invention provides；
Fig. 4 is a kind of flow diagram for feedback information management method that another embodiment of the present invention provides；
Fig. 5 is a kind of schematic diagram of feedback information management system provided by one embodiment of the present invention；
Fig. 6 is a kind of schematic diagram for feedback information management system that another embodiment of the present invention provides；
Fig. 7 is a kind of schematic diagram for feedback information management system that another embodiment of the present invention provides；
Fig. 8 is a kind of schematic diagram for feedback information management system that another embodiment of the present invention provides.
Embodiment
The principle and features of the present invention will be described below with reference to the accompanying drawings, and the given examples are served only to explain the present invention, and
It is non-to be used to limit the scope of the present invention.
Embodiment one
A kind of feedback information management method 100, as shown in Figure 1, including：
Step 110, the feedback information for receiving user terminal transmission and preservation, feedback information lead to including user in user terminal
Cross the information to be serviced of URL addresses input and the GPS latitude and longitude informations of user terminal position.
Step 120, according to GPS latitude and longitude informations, analysis obtains its corresponding positional information.
Step 130, by feedback information and positional information send external service system corresponding to URL addresses.
External service system may include client, emergency treatment system or alarm system etc..
The person in charge of the technology aspect of external service system can be manually operated the corresponding system server of this method and start, and connect
After the feedback phone of client, contact staff can according to actual conditions, using the interface button that the corresponding system of this method provides to
Client sends the short message containing specific URL addresses, and user, which clicks on, opens URL addresses, and agrees to that network access customer location is believed
Breath user fills in relevant information, and after the acquisition of GPS longitudes and latitudes, clicks on submitting button, and the system receives user terminal hair
The feedback information sent and preservation, wherein, GPS longitudes and latitudes also need to analyze to obtain its corresponding positional information (i.e. after obtaining
Make the positional information of the client of feedback phone), easy to the staff of customer service over there it is accurate, it is comprehensive understand client where
Position, carries out easy to subsequently be directed to the smooth of the work of the feedback information.
Upon reception of the feedback information, the feedback information is deposited to database in time, is handled easy to the feedback information in later stage
Progress chasing and inquiry.Using the accurate GPS positioning based on webpage, the accurate positional information of user can be obtained.Interconnect net form
Formula fill message, Question Classification is accurate, easy to manage.Real-time reception, process problem, efficiency are substantially improved.
Embodiment two
On the basis of embodiment one, feedback information further includes the user that user is inputted in user terminal by URL addresses
Identity information, then as shown in Fig. 2, before step 130, method 100 further includes：
Step 140, according to subscriber identity information and default related information classification, subscriber identity information is obtained from database
Corresponding related information.
Then step 130 includes：Feedback information, positional information and related information are sent into externally clothes corresponding to URL addresses
Business system.
Subscriber identity information is the information for representing user's unique mark, including phone number, identification card number etc., according to user
The subscriber identity information that is inputted in URL addresses and it is default want associated information category, go correlation of relevant information in database,
And the relevant information and feedback information and positional information are sent to external service system in the lump, easy to external service system to
The efficient process of the feedback information of family feedback.
Embodiment three
On the basis of embodiment one or embodiment two, as shown in figure 3, method 100 further includes：
Step 150, obtain processing progress information of the external service system to feedback information in real time, and is believed according to processing progress
Breath, is marked and preserves to the feedback information preserved.
The processing progress of each feedback information is obtained from external service system in real time, and to the feedback information in database
The mark of processing state is carried out, easy to the tracking to feedback information processing progress, ensures that feedback information obtains timely, effective place
Reason.
Example IV
On the basis of embodiment three, as shown in figure 4, method 100 further includes：
Step 160, according to preset period of time, send processing progress information to user terminal, and according to processing progress
Information and default processing time limit, the prompt message of processing feedback information is sent to external service system.
According to preset period of time, the processing progress of the feedback information fed back over there to it to user terminal transmission customer service
(can be pushed by the form of short message), terminates until the feedback information is processed.In addition, for prevent feedback information because for a long time not
Handle and lie on the table, be preset with the processing time limit of feedback information, the place of feedback information is periodically got according to preset period of time
Manage progress msg, according to the processing progress information and default processing time limit, judge the feedback information whether exceeded the time limit to limit it is untreated,
If so, sending feedback information processing prompt message to external service system, ensure that feedback information obtains timely processing.
Embodiment five
In embodiment one into example IV on the basis of any embodiment, step 120 includes：
By the Geographic mapping attribute of webpage, analysis obtains the corresponding positional information of GPS latitude and longitude informations.
It is currently by third party, such as Baidu map, the anti-geocoding of Amap.
Embodiment six
A kind of feedback information management system 200, as shown in figure 5, including：
Information receiving module, feedback information and preservation, feedback information for receiving user terminal transmission exist including user
The information to be serviced and the GPS latitude and longitude informations of user terminal position that user terminal is inputted by URL addresses.
Positional information analysis module, for the GPS latitude and longitude informations received according to information receiving module, it is right that analysis obtains its
The positional information answered.
Pushing module, the position that feedback information and positional information analysis module for information receiving module to be received obtain
Information sends external service system corresponding to URL addresses.
The person in charge of the technology aspect of external service system can be manually operated the system startup of server, connect client feedback
After phone, contact staff can be sent containing specific URL addresses according to actual conditions using the interface button that system provides to client
Short message, user, which clicks on, opens URL addresses, and agrees to that network access customer position information user fills in relevant information, and
After the acquisition of GPS longitudes and latitudes, submitting button is clicked on, the system receives the feedback information of user terminal transmission and preservation, wherein,
GPS longitudes and latitudes also need to carry out analysis and obtain its corresponding positional information (to make the position of the client of feedback phone after obtaining
Information), the position easy to the staff of customer service over there accurately, where comprehensive understanding client, easy to subsequently be directed to the feedback
The smooth development of the work of information.
The system has the following advantages：Compatible with polymorphic type system (the external service system of service industry) it can dock, should
System is based primarily upon PHP technologies, and system docking can be achieved using the web interface of standard, at utmost simplify operation；Utilize fortune
Seek business's network and carry out short message push (system and operator SMS system docking, there is provided short message service function, operator provide short
Believe interface, the interface protocol which provides according to operator realizes docking)；Based on homepage finding, technical limit spacing user is accurate
GPS information；Push short message facilitates in real time；The corresponding page in URL addresses and its simplify, using can be with 2G networks 5 seconds
Open；Using mobile phone browser and GPS precise positionings, compatible Android, Windows, IOS editions smart mobile phones at present；User feedback
Problem form is simple, simplifies user's operation,
The system is docked with other systems (such as external service system), which provides api interface, and external service system needs
User mobile phone number is provided and calls the interface.
Embodiment seven
On the basis of embodiment six, feedback information further includes the user that user is inputted in user terminal by URL addresses
Identity information, as shown in fig. 6, system 200 further includes：
Information association module, for the user identity letter received according to default related information classification and information receiving module
Breath, obtains the corresponding related information of subscriber identity information from database.
Then pushing module is specifically used for：The feedback information of information receiving module reception, positional information analysis module are obtained
Positional information and information association module obtain related information send external service system corresponding to URL addresses.
Integration is associated to the feedback information from database, obtains the corresponding related information of the feedback information, is realized
Backstage multi-dimensional data is integrated.
When being associated integration to the feedback information, it can also be docked by background data base with other systems, realize user
The association of information, docking concept have two kinds：1st, external interface (including the WebService provided by the system or other systems
Interface) realize docking, 2：Realize that (i.e. data are all reached the server, Ran Houcong by both sides' system for docking by intermediate server
The server obtains other side's data).
Embodiment eight
On the basis of embodiment seven, as shown in fig. 7, system 200 further includes：
Processing progress mark module, for obtaining processing progress information of the external service system to feedback information in real time, and
According to processing progress information, the feedback information preserved is marked and preservation of classifying.
Processing progress information of the external service system to feedback information is obtained in real time, and according to processing progress information, to
The feedback information of preservation is marked and preserves, and realizes effective management of feedback information processing progress.
Embodiment nine
On the basis of embodiment eight, as shown in figure 8, system 200 further includes：
Processing progress reminding module, for according to preset period of time, processing progress mark module to be sent to user terminal
The processing progress information of acquisition, and according to preset period of time and default processing time limit, handled to external service system transmission
The prompt message of the feedback information.
Embodiment ten
On the basis of embodiment nine, positional information analysis module is specifically used for：Pass through the Geographic mapping category of webpage
Property, analysis obtains the corresponding positional information of GPS latitude and longitude informations.
The foregoing is merely presently preferred embodiments of the present invention, is not intended to limit the invention, it is all the present invention spirit and
Within principle, any modification, equivalent replacement, improvement and so on, should all be included in the protection scope of the present invention.
Claims (10)
- A kind of 1. feedback information management method, it is characterised in that including：Step 1, receive the feedback information that user terminal is sent and preservation, and the feedback information includes user in the user terminal The information to be serviced and the GPS latitude and longitude informations of the user terminal position inputted by URL addresses；Step 2, according to the GPS latitude and longitude informations, analysis obtains its corresponding positional information；Step 3, by the feedback information and the positional information send external service system corresponding to the URL addresses.
- 2. a kind of feedback information management method according to claim 1, it is characterised in that the feedback information further includes institute State the subscriber identity information that user is inputted in the user terminal by the URL addresses, then it is described before the step 3 Method further includes：Step 4, according to the subscriber identity information and default related information classification, the user identity letter is obtained from database Cease corresponding related information；Then the step 3 includes：The feedback information, the positional information and the related information are sent into externally service corresponding to the URL addresses System.
- 3. a kind of feedback information management method according to claim 1 or 2, it is characterised in that the method further includes：Step 5, obtain processing progress information of the externally service system to the feedback information in real time, and according to the processing Progress msg, is marked the feedback information preserved and preservation of classifying.
- 4. a kind of feedback information management method according to claim 3, it is characterised in that the method further includes：Step 6, according to preset period of time, send the processing progress information to the user terminal, and according to the place Progress msg and default processing time limit are managed, the prompt message for handling the feedback information is sent to the externally service system.
- 5. a kind of feedback information management method according to claim 1,2 or 4, it is characterised in that the step 2 includes：By the Geographic mapping attribute of webpage, analysis obtains the corresponding positional information of the GPS latitude and longitude informations.
- A kind of 6. feedback information management system, it is characterised in that including：Information receiving module, feedback information and preservation, the feedback information for receiving user terminal transmission exist including user The information to be serviced and the GPS latitude and longitude informations of the user terminal position that the user terminal is inputted by URL addresses；Positional information analysis module, for the GPS latitude and longitude informations received according to described information receiving module, analysis obtains Its corresponding positional information；Pushing module, obtains for the feedback information for receiving described information receiving module and the positional information analysis module To the positional information send external service system corresponding to the URL addresses.
- 7. a kind of feedback information management system according to claim 6, it is characterised in that the feedback information further includes institute The subscriber identity information that user is inputted in the user terminal by the URL addresses is stated, the system also includes：Information association module, for the user identity received according to default related information classification and described information receiving module Information, obtains the corresponding related information of the subscriber identity information from database；Then the pushing module is specifically used for：The position letter that the feedback information that described information receiving module is received, the positional information analysis module obtain Cease the related information obtained with described information relating module and send external service system corresponding to the URL addresses.
- A kind of 8. feedback information management system according to claim 7, it is characterised in that the system also includes：Processing progress mark module, believes the processing progress of the feedback information for obtaining the externally service system in real time Breath, and according to the processing progress information, is marked the feedback information preserved and preservation of classifying.
- A kind of 9. feedback information management system according to claim 8, it is characterised in that the system also includes：Processing progress reminding module, for according to preset period of time, the processing progress information to be sent to the user terminal, And according to the processing progress information and default processing time limit, sent to the externally service system and handle the feedback information Prompt message.
- 10. a kind of feedback information management system according to claim 9, it is characterised in that the positional information analyzes mould Block is specifically used for：By the Geographic mapping attribute of webpage, analysis obtains the corresponding positional information of the GPS latitude and longitude informations.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201711071231.1A CN108023935A (en) | 2017-11-03 | 2017-11-03 | A kind of feedback information management method and system |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201711071231.1A CN108023935A (en) | 2017-11-03 | 2017-11-03 | A kind of feedback information management method and system |
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| CN108023935A true CN108023935A (en) | 2018-05-11 |
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| CN102752848A (en) * | 2011-04-19 | 2012-10-24 | 腾讯科技（深圳）有限公司 | Method and device for acquiring position information |
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| CN107045500A (en) * | 2016-02-05 | 2017-08-15 | 上海行邑信息科技有限公司 | The program installation control method and device of a kind of context relation |
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101198149A (en) * | 2006-12-06 | 2008-06-11 | 华为技术有限公司 | Positional information determining method, resource uploading management method and applied server |
| CN101790138A (en) * | 2009-01-22 | 2010-07-28 | 宏达国际电子股份有限公司 | Method and device for selecting position and computer program product |
| CN102752848A (en) * | 2011-04-19 | 2012-10-24 | 腾讯科技（深圳）有限公司 | Method and device for acquiring position information |
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Application publication date: 20180511 |