CN110881004A - Efficient-fusion online customer service management system and management method - Google Patents
Efficient-fusion online customer service management system and management method Download PDFInfo
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- CN110881004A CN110881004A CN201911320581.6A CN201911320581A CN110881004A CN 110881004 A CN110881004 A CN 110881004A CN 201911320581 A CN201911320581 A CN 201911320581A CN 110881004 A CN110881004 A CN 110881004A
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- 238000007726 management method Methods 0.000 title claims abstract description 72
- 238000004891 communication Methods 0.000 claims abstract description 77
- 230000006978 adaptation Effects 0.000 claims abstract description 10
- 230000003993 interaction Effects 0.000 claims abstract description 7
- 238000013500 data storage Methods 0.000 claims description 11
- 238000000034 method Methods 0.000 claims description 7
- 230000009286 beneficial effect Effects 0.000 description 4
- 230000000694 effects Effects 0.000 description 4
- 238000010586 diagram Methods 0.000 description 3
- 238000013475 authorization Methods 0.000 description 1
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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
- H04L51/02—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
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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
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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
- H04L51/52—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail for supporting social networking services
Abstract
The invention discloses an efficient integrated online customer service management system and a management method, which comprise a user side and a service terminal, wherein the service terminal comprises a communication module, a communication management module and a message exchange module; after receiving the information sent by a plurality of user terminals, the communication module also carries out message adaptation through the message adaptation module and then further transmits the information to the message exchange module; the message exchange module carries out information interaction with the automatic reply module and the online customer service module respectively; the online customer service management system and the management method of the invention enable the user and the online customer service to initiate chatting on the mobile phone end and the PC end through the WeChat APP, both the user and the online customer service can quickly chat without logging in, and the online customer service can simultaneously carry out online chatting with a plurality of users in a voice or text mode.
Description
Technical Field
The invention relates to an online customer service management system and a management method, in particular to an efficient integrated online customer service management system and a management method, and belongs to the technical field of networks.
Background
With the rapid development and popularization of the internet, online customer service has become an important component of customer service. Based on the characteristics of the internet and the online customer service, the characteristics are different from those of the telephone customer service, for example, the telephone customer service usually makes one-to-one conversation, and the online customer service mostly makes text communication, and can make one-to-many conversation, that is, one customer service can serve multiple customers simultaneously, which is convenient and efficient.
However, most of the current online services only convert the traditional offline service or telephone service into the online service form mainly based on text communication. Due to the convenience of online communication, many old clients or potential clients generally adopt a mode of online consultation of customer service, so that the problems that the quantity of clients with consultation requirements is large, the customer service cannot feed back information in time easily, the facing clients are different in quality along with long-time service of the customer service, and the condition that the customer service is lacked, and the service quality is reduced are avoided. Therefore, a customer service system capable of efficiently and quickly meeting the consultation requirements of the customer is absent at present, and a customer service management system capable of effectively supervising the service quality of online customer service in real time and a corresponding customer service management method are absent.
Disclosure of Invention
The invention provides an efficient integrated online customer service management system and a management method, and solves the problems that in the prior art, customer service cannot feed back messages in time, the time consumption is long, the process is complex, and the communication effect is poor.
In order to solve the technical problems, the invention provides the following technical scheme:
the invention provides an efficient integrated online customer service management system, which comprises user terminals and service terminals, wherein the user terminals are communicated with the service terminals through the Internet, and each service terminal comprises a communication module, a communication management module and a message exchange module;
the communication management module controls the communication module to receive the information sent by the authorized user side, and after receiving the information sent by the plurality of user sides, the communication module also performs message adaptation through the message adaptation module and then further transmits the information to the message exchange module;
the message exchange module carries out information interaction with the automatic reply module and the online customer service module respectively, the automatic reply module automatically replies the message sent by the user side through the message exchange module, and the online customer service module carries out message interaction with the user side through the message exchange module.
As a preferred technical solution of the present invention, the service terminal further includes an allocation module, the allocation module performs sorting and allocation on the information received in the message exchange module, and the automatic reply module and the online customer service module reply according to the arranged message sequence.
As a preferred technical solution of the present invention, after the automatic reply module reads the data stored in the database, the message initiated by the user side is automatically replied through the message exchange module.
As a preferred technical solution of the present invention, the online customer service module communicates with a communication address module, the online customer service module includes a plurality of online customer services, the communication address module stores an IP address and an address location of each online customer service, and the message exchange module can read information in the communication address module.
As a preferred technical solution of the present invention, the service terminal further includes a data storage module, the data storage module can store the chat data transmitted by the message exchange module, and the communication management module can read the chat data stored in the search data storage module.
As a preferred technical solution of the present invention, the communication management module includes a user communication management unit and a message exchange management unit, the user communication management unit performs communication management on the communication module, and the message exchange management unit supervises and manages the message exchange module.
The invention has the following beneficial effects: compared with the prior art, the efficient integrated online customer service management system has the following beneficial effects:
1. the online customer service management system of the invention carries out communication between the user and the online customer service on the basis of WeChat APP, can enable the user and the online customer service to have quick chat without logging in, has the advantages of quick notification and no delay of notification efficiency, enables the online customer service system to reply the message of the user with high efficiency, has less reply time and high efficiency, can improve the communication effect, and avoids the complaint of the user.
2. The online customer service management system can enable a user and an online customer service to initiate chatting through the WeChat APP at the mobile phone end and the PC end, is very convenient, and can search the IP address and the address location of the other party to realize queuing chatting.
The invention also provides an efficient integrated online customer service management method, which comprises the following specific steps:
the method comprises the following steps: a user in a user side clicks a chat button to send a chat message, a communication management module in a service terminal controls a communication module to judge whether the user is authorized, if the user is not authorized, the communication module sends a message that the user is not authorized and can not chat to the user, the user side can not establish contact with the communication module until the user is authorized, and a plurality of users can not enter a chat interface;
step two: the user sends chat messages in the chat interface, the automatic reply module reads and analyzes the chat messages, if the chat messages sent by the user are in the reply range of the automatic reply module, the automatic reply module automatically replies the chat messages of the user, and the user can also initiate customer service chat and chat with the customer service;
step three: when a user initiates a customer service chat, the distribution module distributes the user to one online customer service in the online customer service modules and informs the online customer service in a WeChat mode, and the online customer service actively replies to the user in a chat interface in a voice or text mode through the message exchange module;
step four: and if the user quits the system, the chat is finished, and the communication module automatically disconnects the communication with the corresponding user side.
As a preferred technical solution of the present invention, a plurality of users at the user side and the online customer service in the service terminal are all in the wechat APP, chat is performed through the internet, and one online customer service can simultaneously contact a plurality of users to actively reply the messages of the plurality of users.
The invention has the following beneficial effects: compared with the prior art, the efficient integrated online customer service management method has the following beneficial effects:
1. the online customer service management method mainly applies the advantages of quick notification of WeChat and no delay of notification efficiency, can ensure that both the user and the online customer service can quickly chat without logging in, completely solves the traditional login and registration troubles, and is completely efficient.
2. The online customer service management method can enable the online customer service to reply the messages of a plurality of users at the same time, and carry out online chatting with the users in a voice or text mode, can reply the messages of the users with high efficiency, has less reply time and high efficiency, can improve the communication effect, and avoids the complaints of the users.
Drawings
The accompanying drawings, which are included to provide a further understanding of the invention and are incorporated in and constitute a part of this specification, illustrate embodiments of the invention and together with the description serve to explain the principles of the invention and not to limit the invention. In the drawings:
FIG. 1 is a system schematic block diagram of an efficient converged online customer service management system and method of the present invention;
FIG. 2 is a schematic block diagram of a service terminal in the system of the efficient converged online customer service management system and management method according to the present invention;
FIG. 3 is a method flow diagram of an efficient converged online customer service management system and method of the present invention;
in the figure: 1. a user side; 2. a service terminal; 3. a communication module; 4. a communication management module; 5. a message exchange module; 6. a message adaptation module; 7. a distribution module; 8. an automatic reply module; 9. a database; 10. an online customer service module; 11. a communication address module; 12. and a data storage module.
Detailed Description
The preferred embodiments of the present invention will be described in conjunction with the accompanying drawings, and it will be understood that they are described herein for the purpose of illustration and explanation and not limitation.
Example 1
As shown in fig. 1-2, the present invention provides an efficient converged online customer service management system, which includes a plurality of user terminals 1 and a plurality of service terminals 2, wherein the plurality of user terminals 1 communicate with the service terminals 2 via the internet, and each service terminal 2 includes a communication module 3, a communication management module 4 and a message exchange module 5;
the communication management module 4 comprises a user communication management unit and a message exchange management unit, the user communication management unit carries out communication management on the communication module 3, the message exchange management unit supervises and manages the message exchange module 5, the user communication management unit controls the communication module 3 to receive information sent by authorized user terminals 1, and after receiving the information sent by a plurality of user terminals 1, the communication module 3 also carries out message adaptation through a message adaptation module 6 and then further transmits the information to the message exchange module 5;
the user communication management unit controls the communication module 3 to detect whether the user is authorized or not, if the user is not authorized, the user cannot enter the system through the WeChat APP, and sends a message which cannot enter without authorization to the user through the communication module 3 until the user is authorized or the user is authorized, the communication module 3 is controlled to establish a communication channel with the user side 1, a plurality of users in the user side 1 can communicate with the service terminal 2 and enter a chat interface of the system, and the message adaptation module 6 adapts the message to-and-from so that the user exchanges correct response in the message exchange module 5.
The service terminal 2 further includes a data storage module 12, the data storage module 12 can store the chat data transmitted by the message exchange module 5, and the communication management module 4 can read the chat data stored in the data storage module 12.
The message exchange management unit can control the message exchange module 5 to perform message exchange work, and also read the chat data stored in the data storage module 12 and display the chat data in the single-door terminal interface, so that a supervisor can conveniently supervise and search the chat data.
The message exchange module 5 performs information interaction with the automatic reply module 8 and the online customer service module 10 respectively, after the automatic reply module 8 reads the data stored in the database 9, the message exchange module 5 automatically replies the message initiated by the user side 1, and the online customer service module 10 performs message interaction with the user side 1 through the message exchange module 5.
The database 9 stores replies of some common problems, and the automatic reply module 8 can analyze the message sent by the user through the message exchange module 5, so as to read the reply information in the database 9 for automatic reply.
The service terminal 2 also comprises a distribution module 7, the distribution module 7 performs sequencing distribution on the information received in the message exchange module 5, and the automatic reply module 8 and the online customer service module 10 reply according to the arranged message sequence.
The distribution module 7 can sort the user information according to the time length of receiving the user information, so that the automatic reply module 8 and the online customer service module 10 exchange information with the user in the message exchange module 5 according to the sorted message sequence.
The online customer service module 10 communicates with the communication address module 11, the online customer service module 10 includes a plurality of online customer services, the communication address module 11 stores the IP address and address location of each online customer service, the message exchange module 5 can read the information in the communication address module 11, and match each online customer service with its corresponding IP address and address location, so as to facilitate the user to search.
Example 2
As shown in fig. 1-3, an efficient integrated online customer service management method includes the following specific steps:
the method comprises the following steps: a user in a user side 1 clicks a chat button to send a chat message, a communication management module 4 in a service terminal 2 controls a communication module 3 to judge whether the user is authorized, if the user is not authorized, the communication module 3 sends a message which is not authorized and can not be chatted to the user, the user side 1 can not establish contact with the communication module 3 until the user is authorized, and a plurality of users can not enter a chat interface;
step two: the user sends the chat message in the chat interface, the automatic reply module 8 reads and analyzes the chat message, if the chat message sent by the user is in the reply range of the automatic reply module 8, the automatic reply module 8 automatically replies the chat message of the user, and the user can also initiate customer service chat and chat with the customer service;
step three: when a user initiates a customer service chat, the allocation module 7 allocates the user to one online customer service in the online customer service modules 10 and notifies the online customer service in a WeChat mode, and the online customer service actively replies to the user in a chat interface in a voice or text mode through the message exchange module 5;
step four: when the user quits the system, the chat is finished, and the communication module 3 automatically disconnects the corresponding user terminal 1.
A plurality of users in the user side 1 and the online customer service in the service terminal 2 are in WeChat APP and chat through the Internet, and one online customer service can be simultaneously in contact with the users to actively reply the messages of the users.
The on-line customer service management system and the management method of the invention are based on the WeChat APP, so that the user and the on-line customer service are at the mobile phone end and the PC end, chat is initiated through the WeChat APP, both the user and the on-line customer service can chat quickly without logging in, and both the user and the on-line customer service can retrieve the IP address and the address location of the other party, thereby realizing queuing chat, the on-line customer service can chat with a plurality of users in a voice or text mode, and the on-line customer service has the advantages of quick notification and no delay of notification efficiency, so that the on-line customer service system can reply the messages of the users with high efficiency, the reply time is short, the efficiency is high, the communication effect can be improved, and.
Finally, it should be noted that: although the present invention has been described in detail with reference to the foregoing embodiments, it will be apparent to those skilled in the art that changes may be made in the embodiments and/or equivalents thereof without departing from the spirit and scope of the invention. Any modification, equivalent replacement, or improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (8)
1. An efficient converged online customer service management system comprises user terminals (1) and service terminals (2), and is characterized in that a plurality of user terminals (1) communicate with the service terminals (2) through the Internet, and each service terminal (2) comprises a communication module (3), a communication management module (4) and a message exchange module (5);
the communication management module (4) controls the communication module (3) to receive the information sent by the authorized user ends (1), and after receiving the information sent by the plurality of user ends (1), the communication module (3) also performs message adaptation through the message adaptation module (6) and then further transmits the information to the message exchange module (5);
the message exchange module (5) performs information interaction with the automatic reply module (8) and the online customer service module (10) respectively, the automatic reply module (8) automatically replies the message sent by the user side (1) through the message exchange module (5), and the online customer service module (10) performs message interaction with the user side (1) through the message exchange module (5).
2. The efficient converged online customer service management system according to claim 1, wherein the service terminal (2) further comprises a distribution module (7), the distribution module (7) performs ordered distribution on the messages received in the message exchange module (5), and the automatic reply module (8) and the online customer service module (10) reply according to the arranged message sequence.
3. The efficient converged online customer service management system according to claim 2, wherein the automatic reply module (8) automatically replies to the message initiated by the user end (1) through the message exchange module (5) after reading the data stored in the database (9).
4. An efficient converged online customer service management system according to claim 2, wherein the online customer service module (10) is in communication with a communication address module (11), the online customer service module (10) comprises a plurality of online customer services, the communication address module (11) stores the IP address and address location of each online customer service, and the message exchange module (5) can read the information in the communication address module (11).
5. The efficient converged online customer service management system according to claim 1, wherein the service terminal (2) further comprises a data storage module (12), the data storage module (12) can store the chat data transmitted by the message exchange module (5), and the communication management module (4) can read the chat data stored in the data storage module (12).
6. An efficient converged online customer service management system according to claim 1, wherein the communication management module (4) comprises a user communication management unit which manages communication with the communication module (3) and a message exchange management unit which supervises and manages the message exchange module (5).
7. An efficient converged online customer service management method according to the system of claim 1, wherein the online customer service management comprises the following specific steps:
the method comprises the following steps: a user in a user side (1) clicks a chat button to send a chat message, a communication management module (4) in a service terminal (2) controls a communication module (3) to judge whether the user is authorized, if the user is not authorized, the communication module (3) sends a message that the user is not authorized and can not chat to the user, the user side (1) can not establish contact with the communication module (3) until the user is authorized, and a plurality of users can not enter a chat interface;
step two: the user sends the chat message in the chat interface, the automatic reply module (8) reads and analyzes the chat message, if the chat message sent by the user is in the reply range of the automatic reply module (8), the automatic reply module (8) automatically replies the chat message of the user, and the user can also initiate customer service chat and chat with the customer service;
step three: when a user initiates customer service chat, the distribution module (7) distributes the user to one online customer service in the online customer service module (10) and informs the online customer service in a WeChat mode, and the online customer service actively replies to the user in a chat interface in a voice or text mode through the message exchange module (5);
step four: when the user quits the system, the chat is finished, and the communication module (3) automatically disconnects the contact with the corresponding user side (1).
8. The efficient converged online customer service management method according to claim 7, wherein the plurality of users in the user side (1) and the online customer service in the service terminal (2) are all in WeChat APP, chat is performed through internet, and one online customer service can simultaneously contact with the plurality of users to actively reply to messages of the plurality of users.
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| CN201911320581.6A CN110881004A (en) | 2019-12-19 | 2019-12-19 | Efficient-fusion online customer service management system and management method |
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Cited By (1)
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| CN112230899A (en) * | 2020-10-27 | 2021-01-15 | 北京聚通达科技股份有限公司 | Intelligent online customer service system |
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Application publication date: 20200313 |