CN110247840A - Providing method, device, equipment and the storage medium of customer service - Google Patents
Providing method, device, equipment and the storage medium of customer service Download PDFInfo
- Publication number
- CN110247840A CN110247840A CN201910506507.7A CN201910506507A CN110247840A CN 110247840 A CN110247840 A CN 110247840A CN 201910506507 A CN201910506507 A CN 201910506507A CN 110247840 A CN110247840 A CN 110247840A
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- Prior art keywords
- customer
- customer service
- session
- added
- seller
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Classifications
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
- H04L51/046—Interoperability with other network applications or services
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
- H04L65/1069—Session establishment or de-establishment
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/40—Support for services or applications
- H04L65/403—Arrangements for multi-party communication, e.g. for conferences
Abstract
The embodiment of the invention discloses a kind of providing method of customer service, device, equipment and storage mediums.The described method includes: requesting according to the online customer service of customer, initial customer service side is determined；The customer and the initial customer service side are added into same session, with the communication connection established between the customer and the initial customer service side；In the communication process of the customer Yu the initial customer service side, at least one affiliated party is added into the session.The technical solution of the embodiment of the present invention, realizing real-time online is offering customers service, solves the problems, such as that client proposes in time, improves the satisfaction of client.
Description
Technical field
The present embodiments relate to field of communication technology more particularly to a kind of providing methods of customer service, device, equipment
And storage medium.
Background technique
With the development of the communication technology and e-commerce, the service awareness of people is higher and higher, and many businessmans can be visitor
Family provides counseling services after sale, to solve the problems, such as that client proposes.
In the prior art, first relevant to purchase commodity to businessman's customer service consulting if client is dissatisfied to the commodity of purchase
Problem after sale, if businessman's customer service cannot be to the answer for selling customer satisfaction, the consulting session of client interrupts and businessman's customer service, weight
Newly to platform customer service feedback problem after sale, solve the problems, such as to propose by platform customer service.But the time that this method solves the problems, such as
It is too long, the satisfaction of client is reduced, and exist because the problem of businessman's customer service can not receive client, lead to client obtains for a long time
The case where less than response, to cause customer churn.
Summary of the invention
The embodiment of the present invention provides providing method, device, equipment and the storage medium of a kind of customer service, real-time to realize
Online it is offering customers service, solves the problems, such as that client proposes in time, improve the satisfaction of client.
In a first aspect, the embodiment of the invention provides a kind of providing methods of customer service, comprising:
It is requested according to the online customer service of customer, determines initial customer service side；
The customer and the initial customer service side are added into same session, with establish the customer and it is described just
Communication connection between beginning customer service side；
In the communication process of the customer Yu the initial customer service side, at least one affiliated party is added to the meeting
In words.
Optionally, it is requested according to the online customer service of customer, determines initial customer service side, comprising:
It obtains and requests matched purpose customer service side with the online customer service；
According to the type of the purpose customer service side and/or the online situation of contact staff of the purpose customer service side, institute is determined
State initial customer service side.
Optionally, according to the type of the purpose customer service side and/or the online feelings of contact staff of the purpose customer service side
Condition determines the initial customer service side, including at least one of following:
If the purpose customer service side is seller, and whole contact staff of the seller are currently in offline shape
State, then by platform side as the initial customer service side；
If the purpose customer service side is seller, and at least one contact staff of the seller is currently at online
State, then using the seller as the initial customer service side；
If the purpose customer service side is platform side, directly by the platform side as the initial customer service side.
Optionally, in the communication process of the customer Yu the initial customer service side, at least one is associated with customer service side
It is added into the session, comprising:
In the communication process of the customer and seller, at least one platform side is added into the session；Or
Person
In the communication process of the customer Yu platform side, at least one seller is added into the session.
Optionally, in the communication process of the customer Yu the initial customer service side, at least one is associated with customer service side
It is added into the session, including at least one of following:
In the communication process of the customer and seller, at least one other customer is added to the session
In；
In the communication process of the customer Yu platform side, at least one other customer is added to the session
In；
In the communication process of the customer and seller, at least one other seller is added to the session
In；And
In the communication process of the customer Yu platform side, at least one other platform side is added to the session
In.
Optionally, in the communication process of the customer and seller, at least one platform side is added to the meeting
In words, comprising:
In the communication process of the customer and seller, according to the customer or seller in respective session circle
Request is added in the platform customer service at least one platform side that triggering generates in face, and request is added in the platform customer service and is sent
To the first object contact staff of platform side；
It is responded according to the confirmation that request is added to the platform customer service in the first object contact staff, by the platform side
It is added into the session；
In the communication process of the customer Yu platform side, at least one seller is added into the session, is wrapped
It includes:
In the communication process of the customer Yu platform side, according to the customer or platform side in respective session circle
Request is added in the sale customer service at least one seller that triggering generates in face, and request is added in the sale customer service and is sent
To the second target contact staff of seller；
It is responded according to the confirmation that request is added to the sale customer service in the second target contact staff, by the seller
It is added into the session.
Optionally, after being added the customer and the initial customer service side into same session, further includes:
By history message storage corresponding with the server-side of session mark；
In the communication process of the customer Yu the initial customer service side, at least one affiliated party is added to the meeting
After in words, further includes:
The server-side mark of the session is supplied at least one described affiliated party, the server-side mark is used for
Indicate that the affiliated party obtains history message corresponding with the session.
Optionally, after being added the customer and the initial customer service side into same session, further includes: in institute
It states and dialogue the off option is provided in the session interface of customer；
In the communication process of the customer Yu the initial customer service side, at least one affiliated party is added to the meeting
After in words, further includes:
Selection according to the customer to described dialogue the off option, the customer is exited from the session,
And dialogue the off option is provided in the session interface of the initial customer service side and/or the affiliated party.
Second aspect, the embodiment of the invention also provides a kind of offer devices of customer service, comprising:
Initial customer service side determining module determines initial customer service side for requesting according to the online customer service of customer；
Module is added in first session, for being added the customer and the initial customer service side into same session, with
Establish the communication connection between the customer and the initial customer service side；
Module is added in second session, will at least in the communication process of the customer Yu the initial customer service side
One affiliated party is added into the session.
The third aspect the embodiment of the invention also provides a kind of computer equipment, including memory, processor and is stored in
On memory and the computer program that can run on a processor, the processor realize that the present invention such as appoints when executing described program
The providing method for the customer service that embodiment of anticipating provides.
Fourth aspect, the embodiment of the invention also provides a kind of computer readable storage mediums, are stored thereon with computer
Program realizes the providing method of the customer service provided such as any embodiment of that present invention when the program is executed by processor.
The embodiment of the present invention is applied in the scene of contact staff's services client, is requested according to the online customer service of customer,
It determines initial customer service side, and customer and initial customer service side is added into same session, establish customer and initial customer service side
Between communication connection, with the request of timely customer in response, and solved the problems, such as by initial customer service side for client, when initial customer service side
When can not solve the problems, such as client, at least one affiliated party is added in customer and session where initial customer service side, shape
It is further that client solves the problems, such as by Multi Part Negotiation at multi-party conversation.The technical solution of the embodiment of the present invention solves existing
Have present in technology, time-consuming when client is solved the problems, such as by online customer service, and cumbersome etc. when switching customer service
Problem, even seller customer service can not receive client since contact staff is limited, and client is caused to request to cannot get for a long time
The problem of response, realizes real-time online as client and provides effective customer service, and quick response client request solves visitor in time
The problem of family proposes, improves the satisfaction of client.
Detailed description of the invention
Fig. 1 is the flow chart of the providing method of one of the embodiment of the present invention one customer service；
Fig. 2 is the flow chart of the providing method of one of the embodiment of the present invention two customer service；
Fig. 3 is a kind of implementation flow chart of the applicable application scenarios of the embodiment of the present invention；
Fig. 4 is the structural schematic diagram of the offer device of one of the embodiment of the present invention four customer service；
Fig. 5 is the structural schematic diagram of one of the embodiment of the present invention five computer equipment.
Specific embodiment
The present invention is described in further detail with reference to the accompanying drawings and examples.It is understood that this place is retouched
The specific embodiment stated is used only for explaining the present invention rather than limiting the invention.It also should be noted that in order to just
Only the parts related to the present invention are shown in description, attached drawing rather than entire infrastructure.
Embodiment one
Fig. 1 is the flow chart of the providing method of one of the embodiment of the present invention one customer service, and the present embodiment is applicable
In by establishing session common between client and initial customer service side and affiliated party, using real-time online as offering customers service
Situation, this method can be provided the mean to execute by customer service, which can be real by the mode of software and/or hardware
It is existing, and (typical, server) is generally can integrate in the various computer equipments that real-time online customer service is provided.In conjunction with
Fig. 1 specifically comprises the following steps:
Step 110 is requested according to the online customer service of customer, determines initial customer service side.
In the present embodiment, customer refers to that customer service side is specifically referred to customer from a side of seller purchase commodity
There is provided customer service a side, it also may include platform side which, which may include seller, the seller specifically refer to
Client provides a side of commodity, which specifically refers to provide a side of commodity purchasing platform to client.
After customer buys commodity, if the online customer service request of customer's transmission is received, according to the online visitor
Clothes request, determines initial customer service side.
Optionally, it is requested according to the online customer service of customer, determines initial customer service side, comprising: acquisition is asked with online customer service
Matched purpose customer service side is asked, i.e., obtains the purpose customer service side that customer wants dialogue from online customer service request, wherein purpose
Customer service side is that customer selects according to itself wish, can be seller and is also possible to platform side.Determine purpose customer service side it
Afterwards, according to the online situation of contact staff of the type of purpose customer service side and/or purpose customer service side, initial customer service side is determined.
Optionally, it according to the online situation of contact staff of the type of purpose customer service side and/or purpose customer service side, determines just
Beginning customer service side, including at least one of following: if purpose customer service side is seller, and whole contact staff of seller are currently equal
In off-line state, i.e. seller does not have contact staff that can receive client, then by platform side as initial customer service side, to pass through
The contact staff of platform side provides customer service for customer；If purpose customer service side is seller, and at least the one of seller
A contact staff, which is currently at presence and seller, the contact staff that can receive client, then using seller as just
Beginning customer service side；If purpose customer service side is platform side, since the contact staff of platform side is online at any time, directly by platform side
As initial customer service side.
In the present embodiment, is requested in order to the online customer service of quick response customer, first judge the mesh that customer specifies
Customer service side whether have the online customer service personnel for capableing of services client, if so, the purpose customer service side conduct for then specifying customer
Initial customer service side, if not having, by another customer service side as initial customer service side.As it can be seen that the present embodiment is by quick response visitor
The online customer service of family side requests the judgment criteria as initial customer service side.
Optionally, it can be combined with presence and the Customer Reception amount of contact staff whether to judge contact staff
Capable services client.Specifically, if contact staff is currently at presence, and Customer Reception amount does not reach reception threshold
Value, it is determined that the contact staff has the ability services client, if contact staff is currently at off-line state or the visitor of contact staff
Family reception amount has reached reception threshold value, it is determined that the contact staff has no ability to services client.Further, according to purpose customer service
Side determines whether purpose customer service side can be used as initial customer service side with the presence or absence of the contact staff for capableing of services client.
Customer and initial customer service side are added into same session step 120, to establish customer and initial customer service side
Between communication connection.
Specifically, being added customer and initial customer service side into same session, in particular to by client and initial visitor
The client personnel of clothes side, which is brought together, carries out information exchange into same chat grouping.
Specifically, customer and initial customer service side can be added in the same session after determining initial customer service side
(for example, respectively in the display interface of the client personnel of client and initial customer service side, pop-up and the matched chat of the session
Frame carries out the communication of voice and/or text to bring two sides together in the chat box), enable customer and initial customer service side
Message is sent mutually based on the session, realizes that the initial customer service side in client direction asks questions, such as: problem after sale, and just visitor
The problem of family side proposes is held consultation communication.
Optionally, it after being added customer and initial customer service side into same session, specifically includes: by history message
Storage corresponding with the server-side of session mark；Wherein, history message refers to that customer asks after sale with what initial customer service side was just fed back
The communication message sent mutually is inscribed, it is corresponding with the session where customer and initial customer service side that server-side mark is used to indicate acquisition
History message.
Step 130, in the communication process of customer Yu initial customer service side, at least one affiliated party is added to session
In.
In the present embodiment, in the communication process of customer Yu initial customer service side, if customer and initial customer service side are just objective
The itd is proposed solution to the problem in family side cannot reach an agreement, then at least one affiliated party is added into session, with into
Row is further negotiated.Wherein, affiliated party may include seller, platform side and other customers, other customers can be
The client that identical commodity are bought with customer, be also possible to customer friend relatives or other have closely with customer
The client of relationship.
Optionally, in the communication process of customer Yu initial customer service side, at least one association customer service side is added to meeting
In words, comprising: in the communication process of customer and seller, at least one platform side is added into session；Or in visitor
In the communication process of family side and platform side, at least one seller is added into session, thus realize customer, seller with
Platform side carries out tripartite consultation, to solve the problems, such as that customer proposes after sale in time.
Optionally, in the communication process of customer Yu initial customer service side, at least one affiliated party is added into session
Later, further includes: the server-side mark of session is supplied at least one affiliated party, so that the affiliated party being added can obtain visitor
History message between family side and initial customer service side quickly understands problem after sale and customer and initial visitor that customer proposes
Clothes side negotiates inconsistent reason, to solve the problems, such as that customer proposes after sale in time.Wherein, server-side mark is used to indicate pass
Connection side obtains history message corresponding with session.
The embodiment of the present invention is applied in the scene of contact staff's services client, is requested according to the online customer service of customer,
It determines initial customer service side, and customer and initial customer service side is added into same session, establish customer and initial customer service side
Between communication connection, with the request of timely customer in response, and solved the problems, such as by initial customer service side for client；When initial customer service side
When can not solve the problems, such as client, at least one affiliated party is added in customer and session where initial customer service side, shape
It is further that client solves the problems, such as by tripartite consultation at tripartite's session of customer, seller and platform side.The present invention is implemented
The technical solution of example solves existing in the prior art, and time-consuming when client is solved the problems, such as by online customer service, and cuts
The problems such as cumbersome when passenger takes, even seller customer service can not receive client since contact staff is limited, cause
Client requests the problem of cannot responding for a long time, realizes real-time online as client and provides effective customer service, quickly rings
It answers client to request, solves the problems, such as that client proposes in time, improve the satisfaction of client.
Embodiment two
Fig. 2 is the flow chart of the providing method of one of the embodiment of the present invention two customer service, and the present embodiment can be upper
On the basis of each optional embodiment for stating embodiment, to " in the communication process of customer Yu initial customer service side, it will at least one
A association customer service side is added into session " it is advanced optimized.In conjunction with Fig. 2, this method specifically comprises the following steps:
Step 210 is requested according to the online customer service of customer, determines initial customer service side.
Customer and initial customer service side are added into same session step 220, to establish customer and initial customer service side
Between communication connection.
Optionally, after being added customer and initial customer service side into same session, further includes: in the meeting of customer
It talks about and dialogue the off option is provided in interface, so that customer can terminate current sessions at any time.Illustratively, customer with
During initial customer service side's communication, if the interim busy needs of customer leave or customer is not desired to continue and initial customer service
Side engages in the dialogue, and can terminate current meeting according to customer to the clicking operation of the dialogue the off option closed in session interface
Words.
Step 230, in the communication process of customer Yu initial customer service side, at least one affiliated party is added to session
In.
In the present embodiment, in the communication process of customer Yu initial customer service side, if receiving the request that affiliated party is added
The affiliated party of addition includes seller, platform side and other customers, wherein customer can request that seller is added, put down
Perhaps other customer's sellers can only request addition platform side or other sellers, platform side that can only request to be added for platform side
Seller or other platform sides.
Optionally, in the communication process of customer Yu initial customer service side, at least one association customer service side is added to meeting
In words, comprising: in the communication process of customer and seller, at least one platform side is added into session；Or in visitor
In the communication process of family side and platform side, at least one seller is added into session, realizes customer, seller and platform
Side engages in the dialogue simultaneously, solves the problems, such as that customer proposes after sale in time by tripartite consultation.
Optionally, in the communication process of customer Yu initial customer service side, at least one association customer service side is added to meeting
In words, including at least one of following: in the communication process of customer and seller, by least one other customer be added to
In session；In the communication process of customer Yu platform side, at least one other customer is added into session；In customer
In the communication process of seller, at least one other seller is added into session；And in customer and platform side
In communication process, at least one other platform side is added into session.
It, both can be by the way that at least one pass be added in the communication process of customer Yu initial customer service side in the present embodiment
Connection side forms tripartite's session, can also form two side's sessions by the way that at least one affiliated party is added, in the two sides session at least
There is a side to have multiple members, such as more customers and seller session, more customers and the session of platform side, multi-pin seller and client
Square session and multi-platform side and customer's session etc..
Optionally, in the communication process of customer and seller, at least one platform side is added into session, is wrapped
It includes: in the communication process of customer and seller, triggering generation in respective session interface according to customer or seller
The platform customer service at least one platform side request is added, request is added in platform customer service and is sent to the first mesh of platform side
Mark contact staff；It is responded according to the confirmation that request is added to platform customer service in first object contact staff, platform side is added to meeting
In words.
Optionally, when customer and seller negotiate to fail, when not can solve the problem after sale of client, customer or pin
Seller can request that platform side is added further to negotiate, in the case, in response to customer or seller to session circle
The clicking operation of button is invited in platform customer service in face, and request is added in the platform customer service generated at least one platform side, and
The first object contact staff that request is sent to platform side is added in platform customer service, according to first object contact staff to platform visitor
The confirmation response of request is added in clothes, and platform side is added into session.
Wherein, in order to guarantee that platform contact staff can be added in session as early as possible, first object contact staff is from platform side
The contact staff being online in it is randomly selected, or from platform side be online and Customer Reception
Amount does not reach randomly selected in the contact staff of reception threshold value.
Optionally, in the communication process of customer Yu platform side, at least one seller is added into session, is wrapped
It includes: in the communication process of customer Yu platform side, triggering generation in respective session interface according to customer or platform side
The sale customer service at least one seller request is added, customer service will be sold request is added and be sent to the second mesh of seller
Mark contact staff；It is responded according to the confirmation that request is added to sale customer service in the second target contact staff, seller is added to meeting
In words.
Optionally, when customer and platform side negotiate to fail, when not can solve the problem after sale of client, customer or flat
Platform side can request that seller is added further to negotiate, in the case, in response to customer or platform side to session circle
The clicking operation of button is invited in sale customer service in face, and request is added in the sale customer service generated at least one seller, and
Customer service will be sold, the second target contact staff that request is sent to seller is added, according to the second target contact staff to sale visitor
The confirmation response of request is added in clothes, and seller is added into session.Wherein, the second target contact staff is from seller
It is randomly selected in the contact staff of presence, or from platform side be online and Customer Reception amount does not have
Have randomly selected in the contact staff for reaching reception threshold value.
Optionally, in the communication process of customer Yu initial customer service side, at least one affiliated party is added into session
Later, further includes: the selection according to customer to dialogue the off option is exited customer, and in initial customer service from session
Dialogue the off option is provided in the session interface of side and/or affiliated party.
Illustratively, after at least one affiliated party is added into session, if customer because it is interim it is busy need from
It opens or customer is not desired to continue the reasons that engage in the dialogue etc. with initial customer service side, clicking operation is carried out to dialogue the off option, then
Selection according to customer to dialogue the off option, customer is exited from session, and in initial customer service side, and/or association
Dialogue the off option is provided in the session interface of side, so that initial customer service side and/or affiliated party can be by closing choosing to dialogue
Item carries out clicking operation and terminates to talk with.
By above-mentioned setting, may be implemented under the premise of customer does not actively exit dialogue, initial customer service side, and/or
Affiliated party can not also exit dialogue, to further increase customer to the satisfaction of entire customer service, with to a certain extent
Shorten the number for carrying out customer service for a customer, reduces the probability (one that same customer requests customer service repeatedly
As for, customer can exit session in the case where a customer service is satisfied).
The embodiment of the present invention is applied in the scene of contact staff's services client, is requested according to the online customer service of customer,
It determines initial customer service side, and customer and initial customer service side is added into same session, establish customer and initial customer service side
Between communication connection, with the request of timely customer in response, and solved the problems, such as by initial customer service side for client；When initial customer service side
When can not solve the problems, such as client, at least one affiliated party is added in customer and session where initial customer service side, shape
It is further that client solves the problems, such as by tripartite consultation at tripartite's session of customer, seller and platform side.The present invention is implemented
The technical solution of example solves existing in the prior art, and time-consuming when client is solved the problems, such as by online customer service, and cuts
The problems such as cumbersome when passenger takes, even seller customer service can not receive client since contact staff is limited, cause
Client requests the problem of cannot responding for a long time, realizes real-time online as client and provides effective customer service, quickly rings
It answers client to request, solves the problems, such as that client proposes in time, improve the satisfaction of client.
Embodiment three
Fig. 3 is a kind of implementation flow chart of the applicable application scenarios of the embodiment of the present invention, and the present embodiment can be with above-mentioned reality
Each optinal plan in example is applied to combine.Specifically, this method may include steps of with reference to Fig. 3:
Step 310, customer send session request.
In the present embodiment, customer can select the customer service side of consulting according to self-demand, and customer service side can be seller
It is also possible to platform side.If customer want with seller initiate talk with, by the display interface of customer select with
The matched control of seller sends the session request talked with seller to server；If customer wants to initiate with platform side
Dialogue is sent and platform side pair then by the selection in the display interface of customer and the matched control in platform side to server
The session request of words.
Step 320, service judge whether customer selects to talk with seller, if so, thening follow the steps 330, otherwise hold
Row step 360.
Optionally, since the contact staff of platform side can provide customer service at any time for client, and the customer service of seller
Personnel cannot provide customer service at any time for customer, therefore, after server receives the session request of customer's transmission, first
The purpose customer service side for judging client side request dialogue is seller or platform side, that is, judges the type of purpose customer service side.
Optionally, server first judges whether customer selects to talk with seller, if so, considering the customer service of seller
Personnel amount is limited, needs to first carry out step 330, further to judge ability that whether seller has services client, otherwise, then
Illustrate the ability that customer's selection is talked with platform side, has services client due to that can determine platform side, there is no need into one
Step judgement, directly execution step 360.
Step 330, server judge whether seller has the contact staff for capableing of services client, if so, thening follow the steps
340, otherwise, execute step 360.
Optionally, if customer's selection is talked with seller, server according to the online situation of seller contact staff,
And Customer Reception amount, further judge the ability whether seller has services client, that is, judges whether seller currently has energy
The contact staff of enough services clients continues to execute step 340, if server is true if so, then firm sale side is initial customer service side
Rationed marketing seller is currently without the contact staff for capableing of services client, it is determined that platform side is initial customer service side, continues to execute step
360。
Step 340, server establish the communication connection between customer and seller, so that the two is held consultation, continue
Execute step 350.
Step 350, server, which judge whether there is, is added the request that platform side carries out tripartite's dialogue, if so, thening follow the steps
380, otherwise, execute step 392.
Optionally, when customer and seller are held consultation, the two is at sixes and sevens if it exists, leads to the feelings for negotiating to fail
Condition, then customer and/or seller can send tripartite's session request to server, to execute step 380, that is, pass through platform side
It participates in further negotiating, if customer and seller negotiate successfully, not needing to request tripartite's dialogue to server, can directly hold
Row step 392 terminates this session.
Optionally, when customer and the contact staff of seller talk with, server need to judge customer and/or seller
Whether send and platform side is added in session, to carry out the request of tripartite's dialogue, if so, then by the visitor of at least one platform side
The personnel of clothes are added in session, realize customer, seller and platform side tripartite dialogue.Wherein, session is added in platform side
Request be server in response to customer and/or seller in dialog box to the invitation button of platform side contact staff into
What capable clicking operation generated.
Step 360, server establish the communication connection between customer and platform side, so that the two is held consultation, continue
Execute step 370.
Step 370, server, which judge whether there is, is added the request that seller carries out tripartite's dialogue, if so, thening follow the steps
380, otherwise, execute step 392.
Optionally, when customer and platform side hold consultation, the two is at sixes and sevens if it exists, leads to the feelings for negotiating to fail
Condition, then customer and/or platform Fang Huixiang server send tripartite's session request, to execute step 380, that is, pass through seller
It participates in further negotiating, if customer and platform side negotiate successfully, not needing to request tripartite's dialogue to server, can directly hold
Row step 392 terminates this session.
Optionally, when customer and platform side talk with, server need to judge customer and/or platform side whether send by
Seller is added in session, to carry out the request of tripartite's dialogue, if so, then the contact staff of at least one seller is added
Into session, customer, seller and platform side tripartite dialogue are realized.It wherein, is clothes by the request that session is added in seller
Business device grasps the click for inviting button to carry out of seller contact staff in dialog box in response to customer and/or platform side
What work generated.
Optionally, as customer and the negotiation failure of platform side, and the contact staff of seller is added the request of platform side
Into session, when carrying out tripartite consultation, the case where the contact staff that can not service there are seller, at this point, if platform side
The problem of thinking current negotiation belongs to Very Important Person than more serious or existing customer, then platform side can force to make other meetings
Seller contact staff in words exits other sessions where it, and is added in current sessions, i.e., platform side can control
Seller Priority Service problem is than more serious or relatively high levels of clients client.
Step 380, customer, seller and platform side carry out tripartite's dialogue.
Optionally, each session corresponds to server-side mark in the server, when server is by platform side or seller
After being added in the session of customer and initial customer service side, it will the server-side mark of words is supplied to the customer service side being newly added, with
Enable the customer service side being newly added from the history message obtained between customer and initial customer service side in server buffer, it is quick
The problem of solution customer proposes and customer and initial customer service side negotiate inconsistent reason, accelerate to solve asking for customer
Topic.
Step 390, server judge whether customer terminates to talk with, if so, thening follow the steps 391, otherwise, return and execute
Step 380.
In the present embodiment, customer terminates the highest priority of dialogue, under the premise of customer does not actively exit dialogue,
Initial customer service side and/or the customer service side being newly added can not also exit dialogue, when server determines that customer actively terminates dialogue,
Step 391 is executed, waits seller and/or platform side to close this session, otherwise, continues to execute step 380.
Step 391, seller and the dialogue of platform side.
Optionally, after customer terminates dialogue, seller and platform side can continue to talk with, until wherein side active
Dialog box is closed, until terminating this dialogue.
Step 392 terminates this session.
Example IV
Fig. 4 is the structural schematic diagram of the offer device of one of the embodiment of the present invention four customer service.The present embodiment is suitable
For by establishing session common between client and initial customer service side and affiliated party, using real-time online as offering customers service
The case where.As shown in figure 4, the offer device of the customer service is applied to computer equipment, comprising:
Initial customer service side determining module 410 determines initial customer service side for requesting according to the online customer service of customer；
Module 420 is added in first session, for being added customer and initial customer service side into same session, to establish visitor
Communication connection between family side and initial customer service side；
Module 430 is added in second session, in the communication process of customer Yu initial customer service side, at least one to be closed
Connection side is added into session.
The embodiment of the present invention is applied in the scene of contact staff's services client, is requested according to the online customer service of customer,
It determines initial customer service side, and customer and initial customer service side is added into same session, establish customer and initial customer service side
Between communication connection, with the request of timely customer in response, and solved the problems, such as by initial customer service side for client；When initial customer service side
When can not solve the problems, such as client, at least one affiliated party is added in customer and session where initial customer service side, shape
It is further that client solves the problems, such as by tripartite consultation at tripartite's session of customer, seller and platform side.The present invention is implemented
The technical solution of example solves existing in the prior art, and time-consuming when client is solved the problems, such as by online customer service, and cuts
The problems such as cumbersome when passenger takes, even seller customer service can not receive client since contact staff is limited, cause
Client requests the problem of cannot responding for a long time, realizes real-time online as client and provides effective customer service, quickly rings
It answers client to request, solves the problems, such as that client proposes in time, improve the satisfaction of client.
Further, initial customer service side's determining module 410 includes: acquiring unit, for obtaining and online customer service request
The purpose customer service side matched；Determination unit, for being existed according to the type of purpose customer service side and/or the contact staff of purpose customer service side
Line situation determines initial customer service side.
Further, determination unit, if being specifically used for purpose customer service side for seller, and whole customer service people of seller
Member is currently in off-line state, then by platform side as initial customer service side；If purpose customer service side is seller, and seller
At least one contact staff be currently at presence, then using seller as initial customer service side；If purpose customer service side is
Platform side, then directly by platform side as initial customer service side.
Further, module 430 is added in the second session, specifically for inciting somebody to action in the communication process of customer and seller
At least one platform side is added into session；Alternatively, in the communication process of customer Yu platform side, by least one seller
It is added into session.
Further, module 430 is added in the second session, will at least in the communication process of customer and seller
One other customer is added into session；In the communication process of customer Yu platform side, by least one other customer
It is added into session；In the communication process of customer and seller, at least one other seller is added into session；With
And in the communication process of customer Yu platform side, at least one other platform side is added into session.
Further, it includes: first unit that module 430, which is added, in the second session, for the communication in customer and seller
In the process, the platform at least one platform side generated is triggered in respective session interface according to customer or seller
Request is added in customer service, and the first object contact staff that request is sent to platform side is added in platform customer service；According to first object visitor
It takes the confirmation that request is added to platform customer service in personnel to respond, platform side is added into session；Second unit, in customer
In the communication process of platform side, that triggers generation in respective session interface according to customer or platform side is directed at least one
Request is added in the sale customer service of a seller, will sell customer service and the second target contact staff that request is sent to seller is added；
It is responded according to the confirmation that request is added to sale customer service in the second target contact staff, seller is added into session.
Further, initial customer service side's determining module 410 further include: storage unit, for by history message and session
The corresponding storage of server-side mark；Module 430 is added in second session further include: history message acquiring unit, for by the clothes of session
Business end mark is supplied at least one affiliated party, and server-side mark is used to indicate affiliated party's acquisition history corresponding with session and disappears
Breath.
Further, initial customer service side's determining module 410 further include: the first closing unit, for the session in customer
Dialogue the off option is provided in interface；Module 430 is added in second session further include: the second closing unit, for according to customer
Selection to dialogue the off option, customer is exited from session, and session circle in initial customer service side and/or affiliated party
Dialogue the off option is provided in face.
The offer device of customer service provided by the embodiment of the present invention can be performed provided by any embodiment of the invention
The providing method of customer service applied to computer equipment has the corresponding functional module of execution method and beneficial effect.
Embodiment five
It is a kind of structural schematic diagram for computer equipment that the embodiment of the present invention five provides referring to Fig. 5, Fig. 5, such as Fig. 5 institute
Show, which includes processor 510, memory 520, input unit 530 and output device 540；The number of processor 510 in equipment
It measures and can be one or more, in Fig. 5 by taking a processor 510 as an example；Processor 510, memory 520, input in equipment
Device 530 can be connected with output device 540 by bus or other modes, in Fig. 5 for being connected by bus.
Memory 520 is used as a kind of computer readable storage medium, can be used for storing software program, journey can be performed in computer
Sequence and module, if the corresponding program instruction/module of the providing method of the customer service in the embodiment of the present invention is (for example, client
Module 420 is added in the initial customer service side's determining module 410 of service provided in device, the first session and module is added in the second session
430).Software program, instruction and the module that processor 510 is stored in memory 520 by operation, thereby executing equipment
The providing method of above-mentioned customer service is realized in various function application and data processing.
Processor 510 realizes a kind of providing method of customer service, which comprises
It is requested according to the online customer service of customer, determines initial customer service side；
The customer and the initial customer service side are added into same session, with establish the customer and it is described just
Communication connection between beginning customer service side；
In the communication process of the customer Yu the initial customer service side, at least one affiliated party is added to the meeting
In words.
Memory 520 can mainly include storing program area and storage data area, wherein storing program area can store operation system
Application program needed for system, at least one function；Storage data area, which can be stored, uses created data etc. according to terminal.This
Outside, memory 520 may include high-speed random access memory, can also include nonvolatile memory, for example, at least one
Disk memory, flush memory device or other non-volatile solid state memory parts.In some instances, memory 520 can be into one
Step includes the memory remotely located relative to processor 510, these remote memories can pass through network connection to equipment.On
The example for stating network includes but is not limited to internet, intranet, local area network, mobile radio communication and combinations thereof.
Input unit 530 can be used for receiving the number or character information of input, and generate with the client of equipment be arranged with
And the related key signals input of function control.Output device 540 may include that display screen etc. shows equipment.
Embodiment six
The embodiment of the present invention six provides a kind of computer readable storage medium, is stored thereon with computer instruction, the meter
A kind of providing method of customer service is realized in the instruction of calculation machine when being executed by processor, which comprises
It is requested according to the online customer service of customer, determines initial customer service side；
The customer and the initial customer service side are added into same session, with establish the customer and it is described just
Communication connection between beginning customer service side；
In the communication process of the customer Yu the initial customer service side, at least one affiliated party is added to the meeting
In words.
Certainly, a kind of computer readable storage medium provided by the embodiment of the present invention, computer instruction are executable not
It is limited to method operation as above, the phase in the providing method of customer service provided by any embodiment of the invention can also be performed
Close operation.
By the description above with respect to embodiment, it is apparent to those skilled in the art that, the present invention
It can be realized by software and required common hardware, naturally it is also possible to which by hardware realization, but in many cases, the former is more
Good embodiment.Based on this understanding, technical solution of the present invention substantially in other words contributes to the prior art
Part can be embodied in the form of software products, which can store in computer readable storage medium
In, floppy disk, read-only memory (Read-Only Memory, ROM), random access memory (Random such as computer
Access Memory, RAM), flash memory (FLASH), hard disk or CD etc., including some instructions are with so that a computer is set
The method that standby (can be personal computer, server or the network equipment etc.) executes each embodiment of the present invention.
It is worth noting that, in the embodiment of the offer device of above-mentioned customer service, included each unit and module
It is only divided according to the functional logic, but is not limited to the above division, as long as corresponding functions can be realized；
In addition, the specific name of each functional unit is also only for convenience of distinguishing each other, the protection scope being not intended to restrict the invention.
Note that the above is only a better embodiment of the present invention and the applied technical principle.It will be appreciated by those skilled in the art that
The invention is not limited to the specific embodiments described herein, be able to carry out for a person skilled in the art it is various it is apparent variation,
It readjusts and substitutes without departing from protection scope of the present invention.Therefore, although being carried out by above embodiments to the present invention
It is described in further detail, but the present invention is not limited to the above embodiments only, without departing from the inventive concept, also
It may include more other equivalent embodiments, and the scope of the invention is determined by the scope of the appended claims.
Claims (11)
1. a kind of providing method of customer service characterized by comprising
It is requested according to the online customer service of customer, determines initial customer service side；
The customer and the initial customer service side are added into same session, to establish the customer and the initial visitor
Communication connection between the side of clothes；
In the communication process of the customer Yu the initial customer service side, at least one affiliated party is added to the session
In.
2. determining initial visitor the method according to claim 1, wherein requesting according to the online customer service of customer
Clothes side, comprising:
It obtains and requests matched purpose customer service side with the online customer service；
According to the type of the purpose customer service side and/or the online situation of contact staff of the purpose customer service side, determine described first
Beginning customer service side.
3. according to the method described in claim 2, it is characterized in that, according to the type of the purpose customer service side and/or the mesh
Customer service side the online situation of contact staff, determine the initial customer service side, including at least one of following:
If the purpose customer service side is seller, and whole contact staff of the seller are currently in off-line state,
Then by platform side as the initial customer service side；
If the purpose customer service side is seller, and at least one contact staff of the seller is currently in threadiness
State, then using the seller as the initial customer service side；
If the purpose customer service side is platform side, directly by the platform side as the initial customer service side.
4. method according to claim 1-3, which is characterized in that in the customer and the initial customer service side
Communication process in, by least one association customer service side be added into the session, comprising:
In the communication process of the customer and seller, at least one platform side is added into the session；Or
In the communication process of the customer Yu platform side, at least one seller is added into the session.
5. method according to claim 1-3, which is characterized in that in the customer and the initial customer service side
Communication process in, at least one association customer service side is added into the session, including at least one of following:
In the communication process of the customer and seller, at least one other customer is added into the session；
In the communication process of the customer Yu platform side, at least one other customer is added into the session；
In the communication process of the customer and seller, at least one other seller is added into the session；With
And
In the communication process of the customer Yu platform side, at least one other platform side is added into the session.
6. according to the method described in claim 4, it is characterized in that, being incited somebody to action in the communication process of the customer and seller
At least one platform side is added into the session, comprising:
In the communication process of the customer and seller, according to the customer or seller in respective session interface
Request is added in the platform customer service at least one platform side that triggering generates, and platform customer service addition request is sent to flat
The first object contact staff of platform side；
It is responded according to the confirmation that request is added to the platform customer service in the first object contact staff, the platform side is added
To in the session；
In the communication process of the customer Yu platform side, at least one seller is added into the session, comprising:
In the communication process of the customer Yu platform side, according to the customer or platform side in respective session interface
Request is added in the sale customer service at least one seller that triggering generates, and request is added in the sale customer service and is sent to pin
The second target contact staff of seller；
It is responded according to the confirmation that request is added to the sale customer service in the second target contact staff, the seller is added
To in the session.
7. the method according to claim 1, wherein by the customer and the initial customer service side be added to
After in same session, further includes:
By history message storage corresponding with the server-side of session mark；
In the communication process of the customer Yu the initial customer service side, at least one affiliated party is added into the session
Later, further includes:
The server-side mark of the session is supplied at least one described affiliated party, the server-side mark is used to indicate
The affiliated party obtains history message corresponding with the session.
8. the method according to claim 1, wherein by the customer and the initial customer service side be added to
After in same session, further includes: dialogue the off option is provided in the session interface of the customer；
In the communication process of the customer Yu the initial customer service side, at least one affiliated party is added into the session
Later, further includes:
Selection according to the customer to described dialogue the off option, the customer is exited from the session, and
Dialogue the off option is provided in the session interface of the initial customer service side and/or the affiliated party.
9. a kind of offer device of customer service characterized by comprising
Initial customer service side determining module determines initial customer service side for requesting according to the online customer service of customer；
Module is added in first session, for being added the customer and the initial customer service side into same session, to establish
Communication connection between the customer and the initial customer service side；
Module is added in second session, in the communication process of the customer Yu the initial customer service side, by least one
Affiliated party is added into the session.
10. a kind of computer equipment including memory, processor and stores the meter that can be run on a memory and on a processor
Calculation machine program, which is characterized in that the processor realizes such as side described in any one of claims 1-8 when executing described program
Method.
11. a kind of computer readable storage medium, is stored thereon with computer program, which is characterized in that the program is by processor
Such as method described in any one of claims 1-8 is realized when execution.
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