CN111091308A - Method and system for improving e-commerce customer service operation efficiency - Google Patents
Method and system for improving e-commerce customer service operation efficiency Download PDFInfo
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- G06Q10/063112—Skill-based matching of a person or a group to a task
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Abstract
The application discloses a method and a system for improving e-commerce customer service operation efficiency. Wherein, the two-level work order pool to be distributed is used for the reasonable matching of customer service and work orders; the three-level work order automatic allocation scheduling rule is used for automatic allocation scheduling of the work order based on the allocation scheduling rules with different priorities; a manual intervention mechanism of the unprocessed work order is used for preventing the work order from being unprocessed for a long time; the work order management mechanism in the processing is used for the customer service staff to reasonably process the work order flow; the finished work order spot check mechanism is used for guaranteeing the work order processing effect. The reasonable and orderly flow design is carried out based on the mechanism, so that the E-commerce customer service system is higher in operation efficiency, lower in use cost, safer and more reliable, and can be more quickly adapted to service change.
Description
Technical Field
The application belongs to the field of information technology processing, and particularly relates to a method and a system for improving efficient operation of e-commerce customer service.
Background
With the rapid development of e-commerce, the customer service volume faced by the customer service operation of the e-commerce platform also increases greatly, and the original e-commerce platform customer service work order distribution processing mechanism gradually cannot meet the increasing work order volume requirement, so that the e-commerce platform becomes a bottleneck for further development of elbow-control merchants and platforms, and the user experience cannot be improved.
The E-commerce worksheet system is a platform for receiving, recording, processing, tracking and analyzing events or problems such as sales, consultation, complaints and the like on an E-commerce platform, is an important management method for standardized operation of merchants, cross-department cooperation, improvement of working efficiency and improvement of working quality, and is also an important way for improving user experience and further improving the reputation of the merchants.
The function modularization degree of a customer service work order system in the market is low, the responsibility division of each department is unclear, and the operation cost is high; the work order distribution mechanism is single and simple, and no multi-level processing is performed on exceptional conditions, so that one or more problems of skill waste or unfitness, work order accumulation, long-time work order waiting and the like are easily caused; the work order processing mechanism is stiff and inefficient, and customer service personnel can only passively receive orders and cannot select work orders according to own advantages and disadvantages, and the flow cannot be converted in case of temporary accidents in the midway; the work order checking mechanism is simple and even lost, and the operation quality is not high; and the system is tightly coupled with a background data storage and analysis platform interface, so that the safety and the stability cannot be reliably guaranteed, and the system cannot be flexibly changed to adapt to the business change of a company.
Disclosure of Invention
The purpose of the invention is as follows: aiming at the defects of the prior art, the invention provides a method and a system for improving the efficient operation of e-commerce customer service, aiming at achieving the purposes of reducing the operation cost of a company and improving the operation efficiency of the customer service and providing conditions for the analysis of big data downloading and middle data.
The invention content is as follows: in order to achieve the technical effect, the invention provides a method for improving the service operation efficiency of e-commerce customers, which comprises the following steps:
(1) establishing a to-be-allocated work order pool and a to-be-allocated work order pool again;
(2) all the work order flows to be processed are firstly returned into a work order pool to be distributed for the first distribution; after receiving the work order, the customer service personnel processes the work order which can be processed, and if the work order which cannot be processed is processed, the customer service personnel adds a mutual exclusion tag which represents mutual exclusion with the customer service personnel and returns the order to a work order pool to be allocated again, and the order on which the mutual exclusion tag is printed cannot be transferred to the mutually exclusive customer service personnel again;
(3) detecting the status of the work order in the process in real time, and if the processing time of the work order is overtime, sending an alarm to a customer service manager to prompt that the corresponding work order is not processed in the specified time; the customer service supervisor distributes the corresponding work order to other customer service personnel, or adds a mutual exclusion tag which is mutually exclusive with the original customer service personnel on the work order, and returns to the work order pool to be distributed again;
(4) for the finished work order, the customer service supervisor checks randomly, puts the work order without problems into the pool of confirmed finished work orders, distributes the abnormal work order to other customer service personnel, or adds a mutual exclusion tag mutually exclusive with the original customer service personnel on the work order, and returns to the pool of work orders to be distributed again;
(5) and automatically distributing the work orders in the work order pool to be distributed again.
Further, the automatic allocation of the work orders in the work order pool to be allocated again adopts three different priority allocation rules, which are respectively as follows according to the priority from high to low:
priority 1: a skill distribution rule, namely distributing the work orders with the specified skill requirements to client personnel with corresponding skills;
priority 2: load balancing rules, namely preferentially distributing the load to the customer service staff with the least workload in the current day;
priority 3: and the sequential circulation rule is that all the customer service personnel are allocated with work orders in a sequential circulation mode.
Further, in the step (2), all the work order flows to be processed are firstly put into a work order pool to be allocated for first allocation, and the automatic allocation mechanism is adopted.
The invention also provides a system for improving the e-commerce customer service operation efficiency, which comprises the following steps: the system comprises a work order pool 101, a work order automatic allocation scheduling center 102, a manual intervention unit 103, a work order management unit 104 and a work order spot check and inspection unit 105; wherein the content of the first and second substances,
the work order pool 101 comprises a work order pool to be allocated and a work order pool to be allocated again, all work order flows to be processed firstly enter the work order pool to be allocated, and work orders needing secondary allocation flow into the work order pool to be allocated again;
the automatic work order allocation scheduling center 102 adopts three different priority allocation rules for the work orders in the work order pool 101, and the three different priority allocation rules are respectively as follows according to the priority from high to low: priority 1: a skill distribution rule, namely distributing the work orders with the specified skill requirements to client personnel with corresponding skills; priority 2: load balancing rules, namely preferentially distributing the load to the customer service staff with the least workload in the current day; priority 3: a sequential circulation rule, namely distributing work orders to all customer service staff in a sequential circulation mode;
the manual intervention unit 103 performs manual intervention on unprocessed work orders within a specified time, appoints customer service personnel to process again or adds a mutual exclusion tag mutually exclusive with the original customer service personnel on the work orders, and returns to the work order pool to be allocated again;
the work order management unit 104 monitors each state in the work order processing process, and gives an alarm to the manual intervention unit 103 for unprocessed work orders within a specified time;
the work order spot check unit 105 randomly checks the finished work orders, puts the work orders without problems into the pool of confirmed finished work orders, and appoints the customer service personnel to process the abnormal work orders again, or adds a mutual exclusion tag which is mutually exclusive with the original customer service personnel on the work orders and returns to the pool of work orders to be distributed again.
Further, the states in the work order processing process include: in the process, the process is completed temporarily and completed.
Further, the work order management unit 104 provides an interactive window for the customer service staff, and the customer service staff first screens the work orders before processing the work orders, reserves the work orders that can be processed, adds a mutual exclusion tag to the work orders that cannot be processed, and returns to the work order pool to be allocated again.
Further, the manual intervention unit 103 and the work order spot check unit 105 are both operated by a customer service manager.
Further, before the customer service manager returns the work order to the work order pool to be allocated again, the exclusive label of a certain customer service person is added to the work order, and when the work order is allocated for the second time by the work order automatic allocation scheduling center 102, the work order is allocated to other customer service persons except the exclusive customer service person.
Has the advantages that: compared with the prior art, the invention has the following advantages:
1. the invention realizes the flow and the method for efficiently processing the customer service operation e-commerce work order, and can reduce the current situation of high operation cost and low efficiency of the work order distribution processing system on the market at present.
2. The system is modularly designed, and the work order pool, the customer service personnel, the customer service manager and the work order automatic allocation scheduling center are modularly separated, so that the responsibility division is clear.
3. The work unit pool is designed hierarchically, and the functions are clear; the work order automatic allocation scheduling center adopts a scheduling rule of a priority system, and is flexible, efficient and changeable. And a customer service staff-work order mutual selection mechanism is adopted, so that more initiative is given to the customer service staff, and the working efficiency is improved. Two supervision modules of a customer service manager are arranged to supervise active abuse and time and space of customer service personnel, and work quality is guaranteed.
Drawings
Fig. 1 is an exemplary block diagram of a system for improving the efficiency of e-commerce customer service operations according to an embodiment of the present invention;
fig. 2 is an exemplary flowchart of a method for improving the efficiency of the e-commerce customer service operation according to an embodiment of the present invention;
FIG. 3 is an exemplary diagram of a work cell pool to which embodiments of the present invention relate;
FIG. 4 is an exemplary flow chart of an automatic work order assignment scheduling center according to an embodiment of the present invention;
FIG. 5 is an exemplary flow chart of a human intervention unit in accordance with an embodiment of the present invention;
FIG. 6 is an exemplary flow diagram of a work order management unit according to an embodiment of the present invention;
fig. 7 is an exemplary flowchart of a work order spot check unit according to an embodiment of the present invention.
Detailed Description
The invention will be further described with reference to the accompanying drawings and specific embodiments. It is to be understood that the present invention may be embodied in various forms, and that there is no intention to limit the invention to the specific embodiments illustrated, but on the contrary, the intention is to cover some exemplary and non-limiting embodiments shown in the attached drawings and described below.
Fig. 2 is a flowchart illustrating a method for improving the efficiency of the e-commerce customer service operation according to the present invention, which includes the following steps:
(1) establishing a to-be-allocated work order pool and a to-be-allocated work order pool again;
(2) all the work order flows to be processed are firstly returned into a work order pool to be distributed for the first distribution; after receiving the work order, the customer service personnel processes the work order which can be processed, and if the work order which cannot be processed is processed, the customer service personnel adds a mutual exclusion tag which represents mutual exclusion with the customer service personnel and returns the order to a work order pool to be allocated again, and the order on which the mutual exclusion tag is printed cannot be transferred to the mutually exclusive customer service personnel again;
(3) detecting the status of the work order in the process in real time, and if the processing time of the work order is overtime, sending an alarm to a customer service manager to prompt that the corresponding work order is not processed in the specified time; the customer service supervisor distributes the corresponding work order to other customer service personnel, or adds a mutual exclusion tag which is mutually exclusive with the original customer service personnel on the work order, and returns to the work order pool to be distributed again;
(4) for the finished work order, the customer service supervisor checks randomly, puts the work order without problems into the pool of confirmed finished work orders, distributes the abnormal work order to other customer service personnel, or adds a mutual exclusion tag mutually exclusive with the original customer service personnel on the work order, and returns to the pool of work orders to be distributed again;
(5) and automatically distributing the work orders in the work order pool to be distributed again.
In one or more embodiments of the method for improving the e-commerce customer service operation efficiency related to the present invention, the automatic allocation of the work orders in the work order pool to be reallocated adopts three different priority allocation rules, and the three rules are respectively as follows according to the priorities from high to low:
priority 1: a skill distribution rule, namely distributing the work orders with the specified skill requirements to client personnel with corresponding skills;
priority 2: load balancing rules, namely preferentially distributing the load to the customer service staff with the least workload in the current day;
priority 3: and the sequential circulation rule is that all the customer service personnel are allocated with work orders in a sequential circulation mode.
In one or more embodiments of the method for improving the e-commerce customer service operation efficiency, in the step (2), all the to-be-processed work order flows are firstly put into the to-be-allocated work order pool for first allocation, and the automatic allocation mechanism is adopted.
Fig. 1 shows an exemplary block diagram of a system for improving the e-commerce customer service operation efficiency, where the system for improving the e-commerce customer service operation efficiency includes: the system comprises a work order pool 101, a work order automatic allocation scheduling center 102, a manual intervention unit 103, a work order management unit 104 and a work order spot check and inspection unit 105; wherein the content of the first and second substances,
the work order pool 101 includes a to-be-allocated work order pool 1011 and a to-be-reallocated work order pool 1012 as shown in fig. 3, all the to-be-processed work order flows firstly fall into the to-be-allocated work order pool 1011, and the work orders which need to be allocated secondarily flow into the to-be-reallocated work order pool 1012;
the automatic work order allocation scheduling center 102 adopts three different priority allocation rules for the work orders in the work order pool 101, and the three different priority allocation rules are respectively as follows according to the priority from high to low: priority 1: a skill distribution rule, namely distributing the work orders with the specified skill requirements to client personnel with corresponding skills; priority 2: load balancing rules, namely preferentially distributing the load to the customer service staff with the least workload in the current day; priority 3: a sequential circulation rule, namely distributing work orders to all customer service staff in a sequential circulation mode; the work order distribution flow of the work order automatic distribution scheduling center 102 is shown in fig. 4, the priority of the skill distribution rule is the highest, and only when after-sales personnel leave or are not on duty or the work order amount of the customer service personnel has the accumulation with a set rule proportion, the next highest priority load balancing rule is started; and when the processing work order amount of all customer service personnel is in a set proportion, triggering the circulation distribution rule with the lowest priority.
The manual intervention unit 103 performs manual intervention on unprocessed work orders within a specified time, reassigns customer service personnel to process the work orders or adds a mutual exclusion tag mutually exclusive with the original customer service personnel on the work orders, and returns to the newly-to-be-allocated work order pool 1012;
the work order management unit 104 monitors each state in the work order processing process, and gives an alarm to the manual intervention unit 103 for unprocessed work orders within a specified time;
the work order spot check unit 105 randomly checks the finished work orders, puts the work orders without problems into the pool of confirmed finished work orders, and appoints the customer service personnel to process the abnormal work orders again, or adds the mutual exclusion tag mutually exclusive with the original customer service personnel on the work orders and returns to the pool of newly-assigned work orders 1012.
In one or more embodiments of the system for improving the e-commerce customer service operation efficiency, the system 10 for improving the e-commerce customer service operation efficiency obtains the work orders from the work order inlets of different merchant platforms, provides the work orders to the work order pool 101, can store and analyze work order data through the background data warehouse and the data platform information, provides the customer service staff with the functions of quality inspection of the work orders, knowledge base, gift registration, merchant store, data billboard, work order statistics and the like, and assists the customer service staff in working.
In one or more embodiments of the system for improving the e-commerce customer service operation efficiency, the work order management unit 104 provides an interactive window for customer service staff, and before the customer service staff processes the work orders, the customer service staff first screens the work orders, reserves the work orders that can be processed, adds a mutual exclusion tag to the work orders that cannot be processed, and returns to the work order pool to be allocated again. The manual intervention unit 103 and the work order spot check and inspection unit 105 are operated by a customer service supervisor.
The workflow of the human intervention unit 103 is shown in fig. 5. Specifically, the manual intervention unit 103 regularly patrols the work order processing condition, and alarms the customer service manager if the order is overtime and unprocessed, and the customer service manager can manually allocate the work order to other specified customer service personnel if confirming that the customer service personnel A cannot process the work order; the work order may also be tagged with a mutual exclusion tag mutually exclusive to the customer service person a by clicking an "automatic allocation" function, and the work order is automatically allocated by the work order automatic allocation scheduling center 102. If the customer service manager does not process the alarm after seeing the alarm, the system executes the automatic distribution function after the set time is appointed.
In the work order management unit 104, the interaction flow between the work order and the customer service personnel is shown in fig. 6: all the customer service personnel receive all the work orders and are in a state of a work order to be processed, after the after-sales customer service enters the work order to see the work order problem in detail, if the customer service personnel determine that the customer service personnel can process the work order, the customer service personnel can perform the operation of 'confirming processing', and the work order enters a 'processing work order' state; if the customer service staff thinks that the work order can not be processed by themselves, the work order can enter a state of 'work order to be distributed again' by performing 'returning work order' operation, and the work order is marked with a label mutually exclusive with the customer service staff to wait for the grabbing and dispatching of the work order automatic distribution dispatching center 102; in the process of processing the work order, if the customer service personnel can not process the work order temporarily, the work order can enter a temporary finishing work order state by performing temporary finishing operation, and the work order in the temporary finishing work order can be continuously processed next time; when a customer service person handles a work order, the work order may enter a "finished work order" state by performing a "finishing" operation.
For the work order spot check unit 105, the work flow is as shown in fig. 7, and for the work order entering the "finished work order" state in the work order management unit 104, the customer service manager can perform random spot check on the work order. If the customer service manager finds that the work order has an abnormal problem in the process of spot-checking the finished work order, the customer service manager can directly return the work order to the customer service personnel who process the work order, the state of the work order is changed from the finished work order into the work order to be processed, the customer service manager can also directly return the work order to the work order pool 1012 to be redistributed, and the state of the work order is changed from the finished work order into the work order to be redistributed. If the customer service manager does not find any problem in the finished work order in the spot check, the work order enters a state of 'finished work order confirmed' by performing 'finished confirmation' operation. If all the work orders entering the finished work order pool exceed the set time, the work orders which are not spot-checked by the customer service supervisor also enter the finished work order pool.
It is to be understood that the features listed above for the different embodiments may be combined with each other to form further embodiments within the scope of the invention, where technically feasible. Furthermore, the particular examples and embodiments of the invention described are non-limiting, and various modifications may be made in the structure, steps, and sequence set forth above without departing from the scope of the invention.
The above-described embodiments, particularly any "preferred" embodiments, are possible examples of implementations, and are presented merely for a clear understanding of the principles of the invention. Many variations and modifications may be made to the above-described embodiments without departing substantially from the spirit and principles of the technology described herein, and such variations and modifications are to be considered within the scope of the invention.
Claims (8)
1. A method for improving the service operation efficiency of E-commerce is characterized by comprising the following steps:
(1) establishing a to-be-allocated work order pool and a to-be-allocated work order pool again;
(2) all the work order flows to be processed are firstly returned into a work order pool to be distributed for the first distribution; after receiving the work order, the customer service personnel processes the work order which can be processed, and if the work order which cannot be processed is processed, the customer service personnel adds a mutual exclusion tag which represents mutual exclusion with the customer service personnel and returns the order to a work order pool to be allocated again, and the order on which the mutual exclusion tag is printed cannot be transferred to the mutually exclusive customer service personnel again;
(3) detecting the status of the work order in the process in real time, and if the processing time of the work order is overtime, sending an alarm to a customer service manager to prompt that the corresponding work order is not processed in the specified time; the customer service supervisor distributes the corresponding work order to other customer service personnel, or adds a mutual exclusion tag which is mutually exclusive with the original customer service personnel on the work order, and returns to the work order pool to be distributed again;
(4) for the finished work order, the customer service supervisor checks randomly, puts the work order without problems into the pool of confirmed finished work orders, distributes the abnormal work order to other customer service personnel, or adds a mutual exclusion tag mutually exclusive with the original customer service personnel on the work order, and returns to the pool of work orders to be distributed again;
(5) and automatically distributing the work orders in the work order pool to be distributed again.
2. The method for improving the efficiency of the e-commerce customer service operation of claim 1, wherein the automatic allocation of the work orders in the work order pool to be reallocated adopts three different priority allocation rules, and the priority is from high to low:
priority 1: a skill distribution rule, namely distributing the work orders with the specified skill requirements to client personnel with corresponding skills;
priority 2: load balancing rules, namely preferentially distributing the load to the customer service staff with the least workload in the current day;
priority 3: and the sequential circulation rule is that all the customer service personnel are allocated with work orders in a sequential circulation mode.
3. The method of claim 2, wherein in step (2), all the work order flows to be processed are first placed in the work order pool to be allocated for the first allocation, and the automatic allocation mechanism is adopted.
4. A system for improving the efficiency of e-commerce customer service operations, comprising: the system comprises a work order pool 101, a work order automatic allocation scheduling center 102, a manual intervention unit 103, a work order management unit 104 and a work order spot check and inspection unit 105; wherein the content of the first and second substances,
the work order pool 101 comprises a work order pool to be allocated and a work order pool to be allocated again, all work order flows to be processed firstly enter the work order pool to be allocated, and work orders needing secondary allocation flow into the work order pool to be allocated again;
the automatic work order allocation scheduling center 102 adopts three different priority allocation rules for the work orders in the work order pool 101, and the three different priority allocation rules are respectively as follows according to the priority from high to low: priority 1: a skill distribution rule, namely distributing the work orders with the specified skill requirements to client personnel with corresponding skills; priority 2: load balancing rules, namely preferentially distributing the load to the customer service staff with the least workload in the current day; priority 3: a sequential circulation rule, namely distributing work orders to all customer service staff in a sequential circulation mode;
the manual intervention unit 103 performs manual intervention on unprocessed work orders within a specified time, appoints customer service personnel to process again or adds a mutual exclusion tag mutually exclusive with the original customer service personnel on the work orders, and returns to the work order pool to be allocated again;
the work order management unit 104 monitors each state in the work order processing process, and gives an alarm to the manual intervention unit 103 for unprocessed work orders within a specified time;
the work order spot check unit 105 randomly checks the finished work orders, puts the work orders without problems into the pool of confirmed finished work orders, and appoints the customer service personnel to process the abnormal work orders again, or adds a mutual exclusion tag which is mutually exclusive with the original customer service personnel on the work orders and returns to the pool of work orders to be distributed again.
5. The system for improving the efficiency of e-commerce customer service operations of claim 4, wherein the status in the work order processing process comprises: in the process, the process is completed temporarily and completed.
6. The system of claim 4, wherein the work order management unit 104 provides an interactive window for the customer service staff, and before the customer service staff processes the work orders, the customer service staff first screens the work orders, reserves the processable work orders, adds a mutual exclusion tag to the unprocessed work orders, and returns to the pool of the work orders to be allocated again.
7. The system for improving the efficiency of E-commerce customer service operations of claim 4, wherein the manual intervention unit 103 and the worksheet spot check unit 105 are operated by a customer service manager.
8. The system as claimed in claim 7, wherein the customer service manager adds a mutual exclusion tag of a customer service person to the work order before returning the work order to the pool of work orders to be allocated again, and the automatic work order allocation and scheduling center 102 allocates the work order to other customer service persons except the mutual exclusion customer service person when performing secondary allocation on the work order.
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| CN116051122A (en) * | 2022-12-30 | 2023-05-02 | 速达非物流(深圳)有限公司 | Work order software system based on logistics scene |
| CN116051122B (en) * | 2022-12-30 | 2024-03-29 | 速达非物流(深圳)有限公司 | Work order software system based on logistics scene |
| CN116307286A (en) * | 2023-05-19 | 2023-06-23 | 安徽数智建造研究院有限公司 | Building operation and maintenance work order monitoring management system based on digitization |
| CN116307286B (en) * | 2023-05-19 | 2023-08-22 | 安徽数智建造研究院有限公司 | Building operation and maintenance work order monitoring management system based on digitization |
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