CN108229978A - A kind of customer satisfaction pays a return visit method, equipment and storage medium - Google Patents
A kind of customer satisfaction pays a return visit method, equipment and storage medium Download PDFInfo
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- CN108229978A CN108229978A CN201810045025.1A CN201810045025A CN108229978A CN 108229978 A CN108229978 A CN 108229978A CN 201810045025 A CN201810045025 A CN 201810045025A CN 108229978 A CN108229978 A CN 108229978A
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Abstract
The invention discloses a kind of customer satisfactions to pay a return visit method, equipment and storage medium, the method includes attend a banquet with after client's talk-through, whether detection phone NPS marking function opens, and detects whether short message NPS marking function opens if phone NPS marking function is not opened；Later when phone NPS marking functions are opened, judge whether this call meets the condition of each preset phone NPS marking successively, when this call meets the condition of all phone NPS marking, telephony platform is called to initiate NPS marking to client, otherwise detects whether short message NPS marking function opens；Then when short message NPS gives a mark function unlatching, judge whether this call meets the condition of each preset short message NPS marking successively, and when this call meets all short message NPS marking conditions, calling SMS platform initiates NPS marking to client.Data acquisition the invention enables NPS no longer needs to arrange for processing of attending a banquet completely, has liberated manpower, and can guarantee the Subjective Intervention do not attended a banquet.
Description
Technical field
The present invention relates to electronic technology fields, and in particular to a kind of customer satisfaction pays a return visit method, equipment and storage medium.
Background technology
In order to be preferably customer service, the contact staff in user terminal and telemarketing system completes to converse at present
Afterwards, telemarketing system generally sends satisfaction investigation phone to user terminal or short message, user terminal receive the satisfaction
After investigation, satisfaction investigation result is replied according to the form required by the satisfaction investigation, telemarketing system receives user
After the satisfaction investigation result of terminal replies, the satisfaction of user is therefrom extracted.
During specific implementation, in order to obtain survey data, otherwise attend a banquet will in telephone service for management level regulation
Client is asked to provide evaluation or other assistant directors is arranged to be paid a return visit.The former can waste the time attended a banquet, and client can be because sit
The subjective inquiry of seat can provide inaccurate as a result, the data for the collection that can not also ensure to attend a banquet are exactly centainly that client provides.Afterwards
Person needs to increase manpower, and the additional time inquiry service quality for occupying client can also allow client to feel trouble, and Experience Degree reduces.And
And cause management level personnel that can not accurately learn whether this service is helpful for client, there is help and the visitor of much degree
Family to the attitude satisfaction attended a banquet how.
Therefore, the prior art has yet to be improved and developed.
Invention content
Part in view of above-mentioned deficiencies of the prior art, the purpose of the present invention is to provide a kind of customer satisfaction return visit sides
Method, equipment and storage medium can ensure do not have automatically according to preset condition to determine whether to client's progress satisfaction investigation
The Subjective Intervention attended a banquet saves manpower.
In order to achieve the above object, this invention takes following technical schemes：
A kind of customer satisfaction pays a return visit method, includes the following steps：
It is attending a banquet and after client's talk-through, is detecting whether phone NPS marking function opens, if phone NPS marking function is not opened
Whether Qi Ze detection short message NPS marking function opens；
When phone NPS marking functions are opened, judge whether this call meets the item of each preset phone NPS marking successively
Part when this call meets the condition of all phone NPS marking, calls telephony platform to initiate NPS marking to client, otherwise
Whether detection short message NPS marking function opens；
When short message NPS marking functions are opened, judge whether this call meets the item of each preset short message NPS marking successively
Part, and when this call meets all short message NPS marking conditions, SMS platform is called to initiate NPS marking to client.
In the customer satisfaction return visit method, according to priority sequence includes the to phone NPS marking condition successively
The probability of one preset interval time, customer type and phone NPS marking triggerings, the short message NPS marking condition are according to priority suitable
Sequence includes the probability of the second preset interval time, customer type and short message NPS marking triggerings successively.
It is described when phone NPS marking functions are opened in the customer satisfaction return visit method, judge that this is logical successively
Whether words meet the condition of each preset phone NPS marking, when this call meets the condition of all phone NPS marking
When, telephony platform is called to initiate NPS marking to client, otherwise detects that the step of whether short message NPS marking function opens includes：
Judge whether phone NPS marking was initiated the client of this call in the first preset interval time, if it is not,
The type of the client is detected, otherwise judges whether short message NPS marking function opens；
Whether the type for judging the client is particular customer type, if it is, obtaining the general of this phone NPS marking triggerings
Rate, otherwise judges whether short message NPS marking function opens；
Judge whether to hit the probability that this phone NPS marking triggers, if it is, telephony platform is called to initiate NPS to client
Marking, otherwise judges whether short message NPS marking function opens.
In the customer satisfaction return visit method, first preset interval time is one week.
It is described when short message NPS marking functions are opened in the customer satisfaction return visit method, judge that this is logical successively
Whether words meet the condition of each preset short message NPS marking, and meet all short message NPS marking conditions in this call
When, the condition that SMS platform initiates NPS marking to client is called to include：
Judge whether short message NPS marking was initiated the client of this call in the second preset interval time, if it is not,
The type of the client is detected, otherwise converses this and gives a mark without NPS；
Whether the type for judging the client is particular customer type, if it is, obtaining the general of this short message NPS marking triggerings
Otherwise rate converses to this and gives a mark without NPS；
Judge whether to hit the probability that this short message NPS marking triggers, if it is, SMS platform is called to initiate NPS to client
Otherwise marking converses to this and gives a mark without NPS.
In the customer satisfaction return visit method, second preset interval time is one week.
In the customer satisfaction return visit method, judge whether the probability for hitting phone or short message NPS marking triggerings
Method is specially：
Random number is generated according to the probability of the phone or short message NPS of acquisition marking triggering by JAVA, the random number includes hit
Be not hit by, if generation random number for hit, judge hit phone or short message NPS marking triggering probability, if generation
Random number then judges miss phone or the probability of short message NPS marking triggerings to be not hit by.
The customer satisfaction is paid a return visit method and is further included：
It receives the marking result of the client of telephony platform or SMS platform feedback and preserves.
A kind of customer satisfaction playback appliances, including processor, memory and communication bus；
The computer-readable program that can be performed by the processor is stored on the memory；
The communication bus realizes the connection communication between processor and memory；
The processor realizes the step in customer satisfaction return visit method as described above when performing the computer-readable program
Suddenly.
A kind of computer readable storage medium, there are one the computer-readable recording medium storages or multiple programs,
One or more of programs can be performed by one or more processor, to realize that customer satisfaction as described above is paid a return visit
Step in method.
Compared to the prior art, customer satisfaction provided by the invention is paid a return visit in method, equipment and storage medium, the visitor
Family satisfaction return visit method, which is included in, attends a banquet and after client's talk-through, and whether detection phone NPS marking function opens, if phone
NPS marking function is not opened, detects whether short message NPS marking function opens；Later when phone NPS marking functions are opened, according to
The secondary condition for judging this call and whether meeting each preset phone NPS marking, when this call meets all phone NPS
During the condition of marking, telephony platform is called to initiate NPS marking to client, otherwise detect whether short message NPS marking function opens；So
Afterwards when short message NPS marking functions are opened, judge whether this call meets the item of each preset short message NPS marking successively
Part, and when this call meets all short message NPS marking conditions, SMS platform is called to initiate NPS marking to client.This hair
It is bright to can be realized automatically to client's initiation NPS marking by judging whether call meets preset NPS marking condition, obtain client
Satisfaction so that NPS data acquisition no longer need to arrange for processing of attending a banquet completely, liberated manpower, and can guarantee and do not sit
The Subjective Intervention of seat, and receive service in client and terminate just it to be allowed to be evaluated, it is as a result more accurate, and client can be allowed to feel
Simplicity, profession, while NPS marking condition can be configured with freedom and flexibility, it is only necessary to administrative staff are good in backend arrangement, without
It is led to attending a banquet declare on a large scale, changes also more convenient and quicker.
Description of the drawings
Fig. 1 is the flow chart that customer satisfaction provided by the invention pays a return visit method；
Fig. 2 is the flow chart of step S200 in customer satisfaction return visit method provided by the invention；
Fig. 3 is the flow chart of step S300 in customer satisfaction return visit method provided by the invention；
Fig. 4 is the flow chart for the preferred embodiment that customer satisfaction provided by the invention pays a return visit method；
Fig. 5 is the running environment schematic diagram for the preferred embodiment that customer satisfaction of the present invention pays a return visit program；
Fig. 6 is the functional block diagram for the system preferred embodiment that present invention installation customer satisfaction pays a return visit program.
Specific embodiment
In view of the shortcomings of can not accurately obtaining customer satisfaction, customer satisfaction survey high labor cost in the prior art,
The purpose of the present invention is to provide a kind of customer satisfactions to pay a return visit method, equipment and storage medium, can be automatically according to preset item
For part to determine whether carrying out satisfaction investigation to client, the Subjective Intervention that guarantee is not attended a banquet saves manpower.
To make the purpose of the present invention, technical solution and effect clearer, clear and definite, develop simultaneously embodiment pair referring to the drawings
The present invention is further described.It should be appreciated that specific embodiment described herein is not used to only to explain the present invention
Limit the present invention.
Include the following steps referring to Fig. 1, customer satisfaction provided by the invention pays a return visit method：
S100, it is attending a banquet and after client's talk-through, is detecting whether phone NPS marking function opens, the function if phone NPS gives a mark
It does not open, detects whether short message NPS marking function opens.
In the present embodiment, client carries out telephonic communication with attending a banquet first, attends a banquet and client is serviced by phone, such as
Income etc., allows client that can fully receive the service attended a banquet, wherein phone obtained by type, purchase insurance about insurance
It links up and includes phone that client squeezes into and make the phone two ways of client with attending a banquet, in telephonic communication, attend a banquet and inform client
Also NPS gives a mark function, and after telephonic communication, system judgement is attended a banquet when being over this call, that is, starts detection electricity
Whether words NPS marking function opens, and judging whether to number NPS by phone NPS marking judgment modes if opening engages
Point, it otherwise detects whether short message NPS marking function opens, short message is further judged whether to using short message NPS marking mode
NPS gives a mark, and wherein NPS is a kind of net recommendation, and also known as net promoter's score can also claim public praise, is a kind of some client of metering
It will recommend some enterprise to other people or service the index of possibility, the present invention analyzes expiring for client by the score value of NPS
Meaning degree, so as to further better services client, wherein NPS marking includes the phone NPS of the phone NPS got marking and access
Marking.
It is turned on and off furthermore, it is understood that different NPS marking modes can be configured in administrative staff according to different business,
Such as uncommon business, phone NPS marking functions can be set to be not turned on and only open short message NPS marking functions, for
Important business configuration phone NPS marking function unlatchings etc., beat so that system NPS can freely be configured according to actual conditions
The mode of dividing can fully obtain the satisfaction of client in the case where the supervisor for ensureing not attend a banquet intervenes, facilitate follow-up service more
Good progress.
S200, when phone NPS marking function open when, judge whether this call meets each preset phone successively
The condition of NPS marking when this call meets the condition of all phone NPS marking, calls telephony platform to be initiated to client
NPS gives a mark, and otherwise detects whether short message NPS marking function opens.
In the present embodiment, in the background, that is, NPS marking conditions are configured, wherein NPS marking conditions include phone NPS
Marking condition and short message NPS marking conditions, the phone NPS marking conditions are prior to short message NPS marking conditions, at this
Call is unsatisfactory for just judging whether this call meets short message NPS marking conditions during phone NPS marking conditions.It is in addition, all
NPS marking conditions are preset in advance, after attending a banquet and communicating with client, that is, it is preset to judge whether this call meets
After NPS marking conditions, determine whether to initiate satisfaction investigation to client further according to result, wherein, NPS marking conditions can
It is adjusted in real time according to actual conditions, when it is implemented, according to priority sequence includes the to phone NPS marking condition successively
The probability of one preset interval time, customer type and phone NPS marking triggerings, administrative staff can be configured according to different business
Different NPS marking conditions, so that NPS marking conditions can be freely configured in system according to actual conditions, so as to ensure do not have
There is the supervisor to attend a banquet can fully obtain client satisfaction in the case of intervening, so as to preferably carry out follow-up service.
Furthermore, it is understood that when judging that this call meets all preset phone NPS conditions, system is just called other flat
Platform initiates NPS marking, wherein, this system is communicated to connect with external telephony platform, when needing to carry out phone NPS marking, i.e.,
Telephony platform outside calling automatically initiates customer satisfaction survey, reduces the load of system, increases the practicality of system
Property, it avoids collapsing due to system loading is excessive.
In addition, the priority of the phone NPS marking condition is more than short message NPS marking conditions, in all phones
When NPS marking condition is satisfied by, that is, the customer satisfaction survey of liaison mode is initiated, be discontented in any phone NPS marking condition
When sufficient, that is, judge whether short message NPS marking function opens, when all short message NPS marking conditions are satisfied by, that is, initiate short message
Otherwise the customer satisfaction survey of mode converses without customer satisfaction survey to this, ensure that the stability of system, and
And more intelligentized can judge whether to initiate customer satisfaction survey, it is not required to add manpower again to carry out customer satisfaction tune
It looks into, and can guarantee the Subjective Intervention do not attended a banquet.
As shown in Fig. 2, its flow chart for step S200 described in customer satisfaction return visit method provided by the invention, packet
Include following steps：
S201, judge whether phone NPS marking was initiated the client of this call in the first preset interval time, if do not had
Have, then detect the type of the client, otherwise judge whether short message NPS marking function opens；
Whether S202, the type for judging the client are particular customer type, if it is, obtaining this phone NPS marking triggerings
Probability, otherwise judge whether short message NPS marking function opens；
S203, judge whether to hit the probability of this phone NPS marking triggerings, if it is, telephony platform is called to send out to client
NPS marking is played, otherwise judges whether short message NPS marking function opens.
In the present embodiment, the condition of the preset phone NPS marking according to priority sequentially includes preset interval time, visitor
The conditions such as family type and triggering probability when this call meets the NPS marking conditions of a priority, just judge this call
Whether the NPS marking condition of next priority is met, while any one NPS gives a mark condition when being unsatisfactory for wherein, i.e., automatically
Judge whether short message NPS marking function opens, judge whether this call meets short message NPS marking conditions, so as to more
It is intelligentized to judge whether to initiate satisfaction investigation to the client of this call.Wherein, first interval time can be set
It is one week, two weeks etc., can be specifically set according to actual conditions, in preferred embodiment, first interval time is one week,
Ensure that client can obtain best user experience；The particular customer type can be set, such as preset according to actual conditions
Particular customer type is VIP client, then system only initiates VIP client the satisfaction investigation of liaison mode；The NPS marking is touched
The probability of hair can be set according to specific service conditions, such as the probability for setting NPS marking triggerings is hitting NPS for 0.7
During the probability of marking triggering, then satisfaction investigation is initiated this call, the present invention passes through the item for presetting multiple phone NPS marking
Part intelligentized can initiate satisfaction investigation to client, ensure the best service experience of customer acquisition, and all satisfaction
Degree investigation is that system automatically initiates, it is no longer necessary to arrange processing of attending a banquet, liberate manpower, and can guarantee the subjectivity do not attended a banquet
Intervene, terminate just it to be allowed to be evaluated in addition, customer satisfaction survey receives service in client, it is as a result more accurate, and can allow
Client feels easy, profession.
Furthermore, it is understood that the method for judging whether to hit the probability of NPS marking triggerings in the present invention is specially by JAVA roots
According to acquisition phone NPS marking triggering probability generate random number, the random number include hit and be not hit by, if generation with
Machine number is hit, then judges to hit the probability of phone marking triggering, if the random number of generation judges miss electricity to be not hit by
Talk about the probability of NPS marking triggerings, for example, the probability of preset phone NPS marking triggering is 0.7, then the two of JAVA generations
A random number（It hits and is not hit by）In, the random probability to hit is 0.7, is at random 0.3 to the probability being not hit by, so as to
It is enough to initiate satisfaction investigation to client, and unconditional initiate satisfaction investigation to client according to more intelligent, ensure
Client will not generate resentment because of frequent satisfaction investigation to company.
S300, short message NPS marking function open when, judge whether this call meets each preset short message successively
The condition of NPS marking, and when this call meets all short message NPS marking conditions, SMS platform is called to be initiated to client
NPS gives a mark.
In the present embodiment, the judgment mode of the short message NPS marking is similar with the judgment mode that phone NPS gives a mark, institute
Stating short message NPS marking condition, according to priority sequence is touched successively including the second preset interval time, customer type and short message NPS marking
The probability of hair, different short message NPS marking conditions can be configured in administrative staff according to different business, so that system can root
Short message NPS marking conditions are freely configured according to actual conditions, can fully be obtained in the case where the supervisor for ensureing not attend a banquet intervenes
The satisfaction of client, so as to preferably carry out follow-up service.
Furthermore, it is understood that when judging that this call meets all preset short message NPS conditions, system is just called other flat
Platform initiates short message NPS marking, wherein, this system is communicated to connect with external SMS platform, is needing to carry out short message NPS marking
When, that is, SMS platform is called to automatically initiate customer satisfaction survey, reduces the load of system, increases the practicality of system
Property, it avoids collapsing due to system loading is excessive.
As shown in figure 3, its flow chart for step S300 described in customer satisfaction return visit method provided by the invention, packet
Include following steps：
S301, judge whether short message NPS marking was initiated the client of this call in the second preset interval time, if do not had
Have, then detect the type of the client, otherwise converse this and give a mark without NPS；
Whether S302, the type for judging the client are particular customer type, if it is, obtaining this short message NPS marking triggerings
Probability, otherwise to this converse without NPS give a mark；
S1033, judge whether to hit the probability of this short message NPS marking triggerings, if it is, SMS platform is called to send out to client
NPS marking is played, otherwise converses this and gives a mark without NPS.
In the present embodiment, the condition of the preset short message NPS marking according to priority sequentially includes preset interval time, visitor
The conditions such as family type and triggering probability when this call meets the NPS marking conditions of a priority, just judge this call
Whether the NPS marking condition of next priority is met, while any one NPS gives a mark condition when being unsatisfactory for wherein, then to this
Secondary call is given a mark without NPS, judges whether to initiate satisfaction tune to the client of this call so as to more intelligentized
It looks into.Wherein, second interval time could be provided as one week, two weeks etc., can specifically be set according to actual conditions, preferably
In embodiment, second interval time is one week, ensures that client can obtain best user experience；The particular customer type
It can be set according to actual conditions, such as preset particular customer type is VIP client, then system is only initiated VIP client short
The satisfaction investigation of letter mode；The probability of the NPS marking triggering can be set, such as set according to specific service conditions
The probability of NPS marking triggerings is 0.7, in the probability for hitting NPS marking triggerings, then initiates satisfaction investigation to this call,
The present invention intelligentized can initiate satisfaction investigation to client, ensure client by the condition of default multiple short message NPS marking
Best service experience is obtained, and all satisfaction investigations are that system automatically initiates, it is no longer necessary to processing of attending a banquet is arranged,
Manpower has been liberated, and can guarantee the Subjective Intervention do not attended a banquet, has been terminated just in addition, customer satisfaction survey receives service in client
It is allowed to be evaluated, it is as a result more accurate, and client can be allowed to feel easy, profession.
Furthermore, it is understood that the method for judging whether to hit the probability of NPS marking triggerings in the present invention is specially by JAVA roots
According to acquisition short message NPS marking triggering probability generate random number, the random number include hit and be not hit by, if generation with
Machine number is hit, then judges to hit the probability of phone marking triggering, if the random number of generation judges that miss is short to be not hit by
Believe the probability of NPS marking triggerings, for example, the probability of preset short message NPS marking triggering is 0.6, then the two of JAVA generations
A random number（It hits and is not hit by）In, the random probability to hit is 0.6, is at random 0.4 to the probability being not hit by, so as to
It is enough to initiate satisfaction investigation to client, and unconditional initiate satisfaction investigation to client according to more intelligent, ensure
Client will not generate resentment because of frequent satisfaction investigation to company.
Whether the present invention meets NPS marking conditions by judging that this is conversed, and further determines whether to carry out NPS marking,
It avoids blindly carrying out customer satisfaction survey, and without leading extensive a surname of progress of attending a banquet, all satisfaction investigation programs
It is that system is automatically performed, intelligentized degree higher avoids the Subjective Intervention attended a banquet.
It further carries out in example, customer satisfaction provided by the invention is paid a return visit method and further included：Receive telephony platform or
The marking result of the client of SMS platform feedback simultaneously preserves.
In the present embodiment, after client gives a mark, the result of marking can feed back to telephony platform or SMS platform, phone
The marking result of client can be back in this system, system by platform or SMS platform after the marking result of client is received
This marking result is stored for administrative staff subsequently to analyze.
In order to better understand the present invention, below in conjunction with Fig. 4 lift a specific embodiment come to technical scheme of the present invention into
Row is described in detail：
Step 1000, attend a banquet carries out telephonic communication with client；
There is client's marking function, and hang up the telephone after step 2000, the service of informing of words of attending a banquet art；
Step 3000, system detectio to on-hook, whether the switch of inquiry phone NPS is opened, if it is, step 4000 is performed,
Otherwise step 10000 is performed；
Step 4000 detects in one week whether initiated telephone poll, if it is performs step 5000, otherwise performs step
Rapid 10000；
Whether step 5000, detection customer type are VIP clients, if it is, performing step 6000, otherwise perform step
10000；
Whether step 6000, the other trigger conditions of detection meet, if it is, performing step 7000, otherwise perform step
10000；
Step 7000, the triggering probability for obtaining phone NPS；
Step 8000 judges whether that probability is hit, if it is, performing step 9000, otherwise performs step 10000；
Step 9000 records this phone NPS, gets out parameter, calls telephony platform NPS interfaces；
Whether step 10000, short message enquiry NPS switches are opened, and if it is perform step 10000, otherwise terminate this NPS and beat
Point；
One week step 10100, detection interior short message of whether initiating are investigated, and are if it is performed step 10200, are otherwise terminated this
NPS gives a mark；
Whether step 10200, detection customer type are selected triggering types, if it is perform step 10300, otherwise terminate
This NPS gives a mark；
Step 10300, the triggering probability for obtaining short message NPS；
Step 10400 records this short message NPS, gets out parameter, calls SMS platform NPS interfaces.
The present invention can be realized automatically by judging whether call meets preset NPS marking condition to client's initiation NPS
Marking obtains the satisfaction of client so that and the data acquisition of NPS no longer needs to arrange for processing of attending a banquet completely, has liberated manpower, and
It can guarantee the Subjective Intervention do not attended a banquet, and receive service in client and terminate just it to be allowed to be evaluated, it is as a result more accurate, and
Client can be allowed to feel easy, profession, while NPS marking condition can be configured with freedom and flexibility, it is only necessary to administrative staff match in rear end
It puts, is led without to attending a banquet declare on a large scale, change also more convenient and quicker.
As shown in figure 5, paying a return visit method based on above-mentioned customer satisfaction, the present invention further correspondingly provides a kind of customer satisfaction
Playback appliances, the customer satisfaction playback appliances can be mobile terminal, desktop PC, notebook, palm PC and
The computing devices such as server.The customer satisfaction playback appliances include processor 10, memory 20 and display 30.Fig. 5 only shows
Go out the members of customer satisfaction playback appliances, it should be understood that be not required for implementing all components shown, it can
With the more or less component of the implementation of replacement.
The memory 20 can be the internal storage unit of the customer satisfaction playback appliances in some embodiments,
Such as the hard disk or memory of customer satisfaction playback appliances.The memory 20 can also be the visitor in further embodiments
The plug-in type hard disk being equipped on the External memory equipment of family satisfaction playback appliances, such as the customer satisfaction playback appliances,
Intelligent memory card（Smart Media Card, SMC）, secure digital（Secure Digital, SD）Card, flash card（Flash
Card）Deng.Further, the memory 20 can also both include the internal storage unit of the customer satisfaction playback appliances
Also include External memory equipment.The memory 20 is installed on the application software of the customer satisfaction playback appliances for storing
And Various types of data, such as program code of the installation customer satisfaction playback appliances etc..The memory 20 can be also used for
Temporarily store the data that has exported or will export.In one embodiment, it is stored with customer satisfaction on memory 20
Program 40 is paid a return visit, which pays a return visit program 40 can be performed by processor 10, so as to fulfill each embodiment of the application
Customer satisfaction pays a return visit method.
The processor 10 can be a central processing unit in some embodiments（Central Processing Unit,
CPU）, microprocessor or other data processing chips, for running the program code stored in the memory 20 or processing number
According to, such as perform described customer satisfaction return visit method etc..
The display 30 can be light-emitting diode display, liquid crystal display, touch-control liquid crystal display in some embodiments
And OLED（Organic Light-Emitting Diode, Organic Light Emitting Diode）Touch device etc..The display 30 is used
In the information for being shown in the customer satisfaction playback appliances and for showing visual user interface, such as NPS marking
As a result etc..The component 10-30 of the customer satisfaction playback appliances is in communication with each other by system bus.
In one embodiment, when processor 10 perform in the memory 20 realized when customer satisfaction pays a return visit program 40 with
Lower step：
It is attending a banquet and after client's talk-through, is detecting whether phone NPS marking function opens, if phone NPS marking function is not opened
Whether Qi Ze detection short message NPS marking function opens；
When phone NPS marking functions are opened, judge whether this call meets the item of each preset phone NPS marking successively
Part when this call meets the condition of all phone NPS marking, calls telephony platform to initiate NPS marking to client, otherwise
Whether detection short message NPS marking function opens；；
When short message NPS marking functions are opened, judge whether this call meets the item of each preset short message NPS marking successively
Part, and when this call meets all short message NPS marking conditions, SMS platform is called to initiate NPS marking to client.
Further, in the customer satisfaction playback appliances, phone NPS marking condition according to priority sequence according to
The secondary probability for including the first preset interval time, customer type and phone NPS marking triggering, the short message NPS marking condition are pressed
Priority orders include the probability of the second preset interval time, customer type and short message NPS marking triggerings successively.
Further, it is described when phone NPS marking functions are opened in the customer satisfaction playback appliances, successively
Judge whether this call meets the condition of each preset phone NPS marking, engaged when this call meets all number NPS
Point condition when, telephony platform is called to initiate NPS marking to client, otherwise detects the step whether short message NPS marking function opens
Suddenly include：
Judge whether phone NPS marking was initiated the client of this call in the first preset interval time, if it is not,
The type of the client is detected, otherwise judges whether short message NPS marking function opens；
Whether the type for judging the client is particular customer type, if it is, obtaining the general of this phone NPS marking triggerings
Rate, otherwise judges whether short message NPS marking function opens；
Judge whether to hit the probability that this phone NPS marking triggers, if it is, judging that this call meets preset phone
The condition of NPS marking, otherwise judges whether short message NPS marking function opens.
Further, in the customer satisfaction playback appliances, first preset interval time is one week.
It is described short message NPS marking function open when, judge whether this call meets each preset short message NPS successively
The condition of marking, and when this call meets all short message NPS marking conditions, SMS platform is called to initiate NPS to client
The step of marking, includes：
Judge whether short message NPS marking was initiated the client of this call in the second preset interval time, if it is not,
The type of the client is detected, otherwise converses this and gives a mark without NPS；
Whether the type for judging the client is particular customer type, if it is, obtaining the general of this short message NPS marking triggerings
Otherwise rate converses to this and gives a mark without NPS；
Judge whether to hit the probability that this short message NPS marking triggers, if it is, SMS platform is called to initiate NPS to client
Otherwise marking converses to this and gives a mark without NPS.
Further, second preset interval time is one week.
Judge whether that hitting phone or the method for the probability of short message NPS marking triggerings is specially：
Random number is generated according to the probability of the phone or short message NPS of acquisition marking triggering by JAVA, the random number includes hit
Be not hit by, if generation random number for hit, judge hit phone or short message NPS marking triggering probability, if generation
Random number then judges miss phone or the probability of short message NPS marking triggerings to be not hit by.
The processor 10 performs also to be realized when customer satisfaction pays a return visit program 40 in the memory 20：
It receives the marking result of the client of telephony platform or SMS platform feedback and preserves.
Referring to Fig. 6, it pays a return visit the function module of the system preferred embodiment of program for present invention installation customer satisfaction
Figure.In the present embodiment, the system that installation customer satisfaction pays a return visit program can be divided into one or more modules, and described one
A or multiple modules are stored in the memory 20, and by one or more processors（The present embodiment is the processing
Device 10）It is performed, to complete the present invention.For example, in figure 6, the system that installation customer satisfaction pays a return visit program can be divided
Into marking function detection module 21, phone NPS marking detection modules 22 and short message NPS marking detection modules 23.Alleged by the present invention
Module be the series of computation machine program instruction section for referring to complete specific function, than program more suitable for describing the client
Satisfaction pays a return visit implementation procedure of the program in the customer satisfaction playback appliances.The module will specifically be introduced by being described below
The function of 21-23.
Marking function detection module 21, for attending a banquet with whether after client's talk-through, detecting phone NPS marking function
It opens, detects whether short message NPS marking function opens if phone NPS marking function is not opened；
Phone NPS marking detection modules 22, for when phone NPS marking functions are opened, judging whether this call is full successively
The condition of each preset phone NPS marking of foot, when this call meets the condition of all phone NPS marking, calls electricity
It talks about platform and initiates NPS marking to client, otherwise detect whether short message NPS marking function opens；
Short message NPS marking detection modules 23, for when short message NPS marking functions are opened, judging whether this call is full successively
The condition of each preset short message NPS marking of foot, and when this call meets all short message NPS marking conditions, call short
Believe that platform initiates NPS marking to client.
Wherein, according to priority sequence includes the first preset interval time, customer type to the phone NPS marking condition successively
The probability triggered with phone NPS marking, when the short message NPS marking condition according to priority sequentially includes the second predetermined interval successively
Between, customer type and short message NPS marking triggering probability.
The phone NPS marking detection module 22 includes：
First interval time judging unit, for judging whether initiated in the first preset interval time the client of this call
Phone NPS marking is crossed, if it is not, detecting the type of the client, otherwise judges whether short message NPS marking function opens；
First customer type judging unit, for judging whether the type of the client is particular customer type, if it is, obtaining
The probability of this phone NPS marking triggerings, otherwise judges whether short message NPS marking function opens；
First probability hits unit, for judging whether to hit the probability of this phone NPS marking triggerings, if it is, judging
This call meets the condition of preset phone NPS marking, otherwise judges whether short message NPS marking function opens.
Wherein, first preset interval time is one week.
The short message NPS marking detection module 23 includes：
Second interval time judging unit, for judging whether initiated in the second preset interval time the client of this call
Short message NPS marking is crossed, if it is not, detecting the type of the client, otherwise converses this and gives a mark without NPS；
Second customer type judging unit, for judging whether the type of the client is particular customer type, if it is, obtaining
The probability of this short message NPS marking triggerings, otherwise converses to this and gives a mark without NPS；
Second probability hits unit, for judging whether to hit the probability of this short message NPS marking triggerings, if it is, calling
SMS platform initiates NPS marking to client, otherwise converses this and gives a mark without NPS.
Wherein, second preset interval time is one week.
It is described to judge whether that hitting phone or the method for the probability of short message NPS marking triggerings is specially：
Random number is generated according to the probability of the phone or short message NPS of acquisition marking triggering by JAVA, the random number includes hit
Be not hit by, if generation random number for hit, judge hit phone or short message NPS marking triggering probability, if generation
Random number then judges miss phone or the probability of short message NPS marking triggerings to be not hit by.
The system that installation customer satisfaction pays a return visit program further includes memory module, for receiving telephony platform or SMS platform
The marking result of the client of feedback simultaneously preserves..
In conclusion customer satisfaction provided by the invention is paid a return visit in method, equipment and storage medium, the customer satisfaction
Degree return visit method, which is included in, attends a banquet and after client's talk-through, detects whether phone NPS marking function opens, if number NPS is engaged
Point function is not opened, detects whether short message NPS marking function opens；Later when phone NPS marking functions are opened, sentence successively
Breaking, this converses whether meet the condition of each preset phone NPS marking, when this call meets all phone NPS marking
Condition when, telephony platform is called to initiate NPS marking to client, otherwise detects whether short message NPS marking function opens；Then exist
When short message NPS marking functions are opened, judge whether this call meets the condition of each preset short message NPS marking successively, and
When this call meets all short message NPS marking conditions, SMS platform is called to initiate NPS marking to client.The present invention is logical
It crosses and judges whether call meets preset NPS marking condition and can be realized automatically to client's initiation NPS marking, obtain expiring for client
Meaning degree so that the data acquisition of NPS no longer needs to arrange for processing of attending a banquet completely, has liberated manpower, and can guarantee what is do not attended a banquet
Subjective Intervention, and receive service in client and terminate just it to be allowed to be evaluated, it is as a result more accurate, and client can be allowed to feel letter
Just, it is professional, while NPS marking condition can be configured with freedom and flexibility, it is only necessary to administrative staff are good in backend arrangement, without right
Extensive a surname of progress of attending a banquet leads, and changes also more convenient and quicker.
Certainly, one of ordinary skill in the art will appreciate that realizing all or part of flow in above-described embodiment method,
It is that can related hardware be instructed by computer program（Such as processor, controller etc.）It completes, the program can store
In a computer-readable storage medium, which may include when being executed such as the flow of above-mentioned each method embodiment.Its
Described in storage medium can be memory, magnetic disc, CD etc..
It should be understood that the application of the present invention is not limited to the above, it for those of ordinary skills, can
To be improved or converted according to the above description, all these modifications and variations should all belong to the guarantor of appended claims of the present invention
Protect range.
Claims (10)
1. a kind of customer satisfaction pays a return visit method, which is characterized in that includes the following steps：
It is attending a banquet and after client's talk-through, is detecting whether phone NPS marking function opens, if phone NPS marking function is not opened
Whether Qi Ze detection short message NPS marking function opens；
When phone NPS marking functions are opened, judge whether this call meets the item of each preset phone NPS marking successively
Part when this call meets the condition of all phone NPS marking, calls telephony platform to initiate NPS marking to client, otherwise
Whether detection short message NPS marking function opens；
When short message NPS marking functions are opened, judge whether this call meets the item of each preset short message NPS marking successively
Part, and when this call meets all short message NPS marking conditions, SMS platform is called to initiate NPS marking to client.
2. customer satisfaction according to claim 1 pays a return visit method, which is characterized in that the phone NPS marking condition is pressed
Priority orders include the probability of the first preset interval time, customer type and phone NPS marking triggerings, the short message successively
According to priority sequence includes the general of the second preset interval time, customer type and short message NPS marking triggerings to NPS marking condition successively
Rate.
3. customer satisfaction according to claim 2 pays a return visit method, which is characterized in that described when phone NPS marking functions
During unlatching, judge whether this call meets the condition of each preset phone NPS marking successively, own when this call meets
Phone NPS marking condition when, telephony platform is called to initiate NPS marking to client, otherwise detecting short message NPS marking function is
The step of no unlatching, includes：
Judge whether phone NPS marking was initiated the client of this call in the first preset interval time, if it is not,
The type of the client is detected, otherwise judges whether short message NPS marking function opens；
Whether the type for judging the client is particular customer type, if it is, obtaining the general of this phone NPS marking triggerings
Rate, otherwise judges whether short message NPS marking function opens；
Judge whether to hit the probability that this phone NPS marking triggers, if it is, telephony platform is called to initiate NPS to client
Marking, otherwise judges whether short message NPS marking function opens.
4. customer satisfaction according to claim 3 pays a return visit method, which is characterized in that first preset interval time is
One week.
5. customer satisfaction according to claim 4 pays a return visit method, which is characterized in that described in short message NPS marking functions
During unlatching, judge whether this call meets the condition of each preset short message NPS marking, and meets institute in this call successively
During some short message NPS marking conditions, SMS platform is called to initiate the step of NPS gives a mark to client and is included：
Judge whether short message NPS marking was initiated the client of this call in the second preset interval time, if it is not,
The type of the client is detected, otherwise converses this and gives a mark without NPS；
Whether the type for judging the client is particular customer type, if it is, obtaining the general of this short message NPS marking triggerings
Otherwise rate converses to this and gives a mark without NPS；
Judge whether to hit the probability that this short message NPS marking triggers, if it is, SMS platform is called to initiate NPS to client
Otherwise marking converses to this and gives a mark without NPS.
6. customer satisfaction according to claim 5 pays a return visit method, which is characterized in that second preset interval time is
One week.
7. customer satisfaction according to claim 6 pays a return visit method, which is characterized in that judges whether to hit phone or short message
The method of probability of NPS marking triggerings is specially：
Random number is generated according to the probability of the phone or short message NPS of acquisition marking triggering by JAVA, the random number includes hit
Be not hit by, if generation random number for hit, judge hit phone or short message NPS marking triggering probability, if generation
Random number then judges miss phone or the probability of short message NPS marking triggerings to be not hit by.
8. the customer satisfaction according to claim 1-7 any one pays a return visit method, which is characterized in that the customer satisfaction
Degree return visit method further includes：
It receives the marking result of the client of telephony platform or SMS platform feedback and preserves.
9. a kind of customer satisfaction playback appliances, which is characterized in that including：Processor, memory and communication bus；
The computer-readable program that can be performed by the processor is stored on the memory；
The communication bus realizes the connection communication between processor and memory；
The processor realizes the customer satisfaction as described in claim 1-8 any one when performing the computer-readable program
Spend the step in return visit method.
10. a kind of computer readable storage medium, which is characterized in that the computer-readable recording medium storage there are one or
Multiple programs, one or more of programs can be performed by one or more processor, to realize that claim 1-8 such as appoints
The step in customer satisfaction return visit method described in meaning one.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810045025.1A CN108229978B (en) | 2018-01-17 | 2018-01-17 | Customer satisfaction return visit method, equipment and storage medium |
| PCT/CN2018/083769 WO2019140798A1 (en) | 2018-01-17 | 2018-04-19 | User satisfaction reviewing method, device and apparatus, and storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810045025.1A CN108229978B (en) | 2018-01-17 | 2018-01-17 | Customer satisfaction return visit method, equipment and storage medium |
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| CN108229978B CN108229978B (en) | 2020-07-17 |
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| CN201810045025.1A Active CN108229978B (en) | 2018-01-17 | 2018-01-17 | Customer satisfaction return visit method, equipment and storage medium |
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| WO (1) | WO2019140798A1 (en) |
Cited By (1)
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|---|---|---|---|---|
| CN109285011A (en) * | 2018-09-12 | 2019-01-29 | 田雪娇 | A kind of smart client return visit method, device and equipment |
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| Publication number | Publication date |
|---|---|
| WO2019140798A1 (en) | 2019-07-25 |
| CN108229978B (en) | 2020-07-17 |
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