CN111915220A - After-sale processing system and method - Google Patents
After-sale processing system and method Download PDFInfo
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- CN111915220A CN111915220A CN202010825056.6A CN202010825056A CN111915220A CN 111915220 A CN111915220 A CN 111915220A CN 202010825056 A CN202010825056 A CN 202010825056A CN 111915220 A CN111915220 A CN 111915220A
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- 238000000034 method Methods 0.000 title abstract description 5
- 238000003672 processing method Methods 0.000 claims description 4
- 238000010586 diagram Methods 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
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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
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
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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
Abstract
The invention discloses an after-sale processing system and a method, wherein the system comprises: the newly-built task module is used for establishing and recording problems encountered by a client, and the front end of the newly-built task module is used for finishing recording by the client; the system comprises a multi-level task module, a first task module and a second task module, wherein the first task module is used for receiving problems encountered by a client in a newly-built task module, generating back-end technical client service task contents and recording and feeding back a first-order back-end technical client service processing condition; and the second task module is used for forwarding the unsolved problems in the first task module to the second-position back-end technical customer service and recording and feeding back the processing conditions of the second-position back-end technical customer service. The invention improves the efficiency of processing and solving the customer problems and completely records and tracks each flow when processing the customer problems.
Description
Technical Field
The invention relates to the technical field of internet, in particular to an after-sale processing system and an after-sale processing method.
Background
After the customer service receives the problem of the customer, the worker is informed to solve the problem through the telephone, the mail and the communication software, and when the worker can not solve the problem, the worker contacts other workers through the telephone, the mail and the communication software until the problem is solved. The existing method cannot well track the complete process of processing problems; nor can it be well recorded which personnel participated in solving the customer problem.
Disclosure of Invention
In view of the above, it is an object of the present invention to provide an efficient and traceable after-market processing system.
In order to achieve the purpose, the invention adopts the technical scheme that: an after-market processing system, comprising:
the newly-built task module is used for establishing and recording problems encountered by a client, and the front end of the newly-built task module is used for finishing recording by the client;
a multi-level task module including at least a first task module and a second task module,
the first task module is used for receiving the problems encountered by the client in the newly-built task module, generating the content of the back-end technical customer service task, and recording and feeding back the first back-end technical customer service processing condition;
and the second task module is used for forwarding the unsolved problems in the first task module to the second-position back-end technical customer service and recording and feeding back the processing conditions of the second-position back-end technical customer service.
In another preferred mode, the feedback of the first task module includes forwarding the unresolved problem in the first task module to the second task module or sending information that the customer problem is solved to the newly created task module.
In another preferred mode, the multi-level task module further includes a third task module, and the third task module is configured to forward the unsolved problem in the second task module to a third-place back-end technical customer service, and record and feed back a third-place back-end technical customer service processing condition.
In another preferred mode, the system further comprises an acquisition module for collecting the customer feedback questions.
In another preferred mode, the acquisition module comprises a character acquisition module, a customer records a question in the character acquisition module in a character form, and the character acquisition module transmits recorded information to the new task module.
In another preferred mode, the acquisition module comprises a voice acquisition module, a customer records a question in the voice acquisition module in a voice mode, and the voice acquisition module transmits recorded information to the newly-built task module.
In another preferred mode, the voice acquisition module may acquire a telephone recording of the customer and the front-end customer service, or acquire voice message information of the customer.
The invention also provides a processing method based on the processing system, which comprises the following steps:
a. the front end customer service records the problems of the customer by telephone or by checking voice messages or by checking text messages, and transmits the problems of the customer to the back end technical customer service responsible for the first task module;
b. the system is in charge of the problem that a rear-end technical customer service of a first task module handles a customer, if the problem is solved, the information which is processed is transmitted to a newly-built task module through the first task module, and the front end of the system is connected with a customer service to obtain the information which is processed and then fed back to the customer; if the problem is not completely solved, the back-end technical customer service responsible for the first task module records the information of the solved or unsolved problem into the first task module and forwards the information to the second task module,
c. the system is in charge of the problem that a rear-end technical customer service of the second task module handles a customer, if the problem is solved, the processed information is transmitted to the newly-built task module through the second task module, and the front end of the system is connected with the customer service to obtain the processed information and then feeds the processed information back to the customer; if the problem is not completely solved, the back-end technical customer service responsible for the second task module records the information of the solved or unsolved problem into the second task module and forwards the information to the next task module, and so on until the problem is solved.
Compared with the prior art, the invention has the following advantages: the invention improves the efficiency of processing and solving the customer problems and completely records and tracks each flow when processing the customer problems.
Drawings
Fig. 1 is a schematic diagram of the present invention.
Detailed Description
The invention is further illustrated by the following figures and examples.
As shown in fig. 1, an after-market processing system, comprising:
the acquisition module is used for collecting the client feedback problems;
the newly-built task module is used for establishing and recording problems encountered by a client, and the front end of the newly-built task module is used for finishing recording by the client;
a multi-level task module including at least a first task module and a second task module,
the first task module is used for receiving the problems encountered by the client in the newly-built task module, generating the content of the back-end technical customer service task, and recording and feeding back the first back-end technical customer service processing condition;
the second task module is used for forwarding the unsolved problems in the first task module to the second-position back-end technical customer service and recording and feeding back the processing conditions of the second-position back-end technical customer service;
the feedback from the first task module includes forwarding unresolved problems in the first task module to the second task module or sending information that customer problems have been resolved to the newly created task module.
The multi-level task module further comprises a third task module, and the third task module is used for presenting the unsolved problems in the second task module to a third-position back-end technical customer service and recording and feeding back the processing conditions of the third-position back-end technical customer service.
The acquisition module comprises a character acquisition module, a client records a question in the character acquisition module in a character form, and the character acquisition module transmits recorded information to the new task module. The acquisition module also comprises a voice acquisition module, a client records the problem in the voice acquisition module in a voice form, and the voice acquisition module transmits the recorded information to the newly-built task module. The voice acquisition module can also acquire the telephone recording of the customer and the front-end customer service, or acquire the voice message information of the customer.
The processing method based on the processing system comprises the following steps:
a. the front end customer service records the problems of the customer by telephone or by checking voice messages or by checking text messages, and transmits the problems of the customer to the back end technical customer service responsible for the first task module;
b. the system is in charge of the problem that a rear-end technical customer service of a first task module handles a customer, if the problem is solved, the information which is processed is transmitted to a newly-built task module through the first task module, and the front end of the system is connected with a customer service to obtain the information which is processed and then fed back to the customer; if the problem is not completely solved, the back-end technical customer service responsible for the first task module records the information of the solved or unsolved problem into the first task module and forwards the information to the second task module,
c. the system is in charge of the problem that a rear-end technical customer service of the second task module handles a customer, if the problem is solved, the processed information is transmitted to the newly-built task module through the second task module, and the front end of the system is connected with the customer service to obtain the processed information and then feeds the processed information back to the customer; if the problem is not completely solved, the back-end technical customer service responsible for the second task module records the information of the solved or unsolved problem into the second task module and forwards the information to the next task module, and so on until the problem is solved.
The above embodiments are merely illustrative of the technical ideas and features of the present invention, and the purpose thereof is to enable those skilled in the art to understand the contents of the present invention and implement the present invention, and not to limit the protection scope of the present invention. All equivalent changes and modifications made according to the spirit of the present invention should be covered within the protection scope of the present invention.
Claims (8)
1. An after-market processing system, comprising:
the newly-built task module is used for establishing and recording problems encountered by a client, and the front end of the newly-built task module is used for finishing recording by the client;
a multi-level task module including at least a first task module and a second task module,
the first task module is used for receiving the problems encountered by the client in the newly-built task module, generating the content of the back-end technical customer service task, and recording and feeding back the first back-end technical customer service processing condition;
and the second task module is used for forwarding the unsolved problems in the first task module to the second-position back-end technical customer service and recording and feeding back the processing conditions of the second-position back-end technical customer service.
2. The after-market processing system according to claim 1, wherein: the feedback of the first task module comprises forwarding the unsolved problem in the first task module to the second task module or sending the information that the customer problem is solved to the newly-built task module.
3. The after-market processing system according to claim 1, wherein: the multi-level task module further comprises a third task module, and the third task module is used for presenting the unsolved problems in the second task module to a third-position back-end technical customer service and recording and feeding back the processing conditions of the third-position back-end technical customer service.
4. The after-market processing system according to claim 1, wherein: it also includes an acquisition module for collecting customer feedback questions.
5. The after-market processing system according to claim 4, wherein: the acquisition module comprises a character acquisition module, a client records a question in the character acquisition module in a character form, and the character acquisition module transmits recorded information to the new task module.
6. The after-market processing system according to claim 4, wherein: the acquisition module comprises a voice acquisition module, a client records a problem in the voice acquisition module in a voice form, and the voice acquisition module transmits recorded information to the newly-built task module.
7. The after-market processing system according to claim 6, wherein: the voice acquisition module can acquire the telephone recording of the customer and the front-end customer service, or acquire the voice message information of the customer.
8. A processing method based on the processing system is characterized by comprising the following steps:
a. the front end customer service records the problems of the customer by telephone or by checking voice messages or by checking text messages, and transmits the problems of the customer to the back end technical customer service responsible for the first task module;
b. the system is in charge of the problem that a rear-end technical customer service of a first task module handles a customer, if the problem is solved, the information which is processed is transmitted to a newly-built task module through the first task module, and the front end of the system is connected with a customer service to obtain the information which is processed and then fed back to the customer; if the problem is not completely solved, the back-end technical customer service responsible for the first task module records the information of the solved or unsolved problem into the first task module and forwards the information to the second task module,
c. the system is in charge of the problem that a rear-end technical customer service of the second task module handles a customer, if the problem is solved, the processed information is transmitted to the newly-built task module through the second task module, and the front end of the system is connected with the customer service to obtain the processed information and then feeds the processed information back to the customer; if the problem is not completely solved, the back-end technical customer service responsible for the second task module records the information of the solved or unsolved problem into the second task module and forwards the information to the next task module, and so on until the problem is solved.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202010825056.6A CN111915220A (en) | 2020-08-17 | 2020-08-17 | After-sale processing system and method |
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| CN202010825056.6A CN111915220A (en) | 2020-08-17 | 2020-08-17 | After-sale processing system and method |
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| CN202010825056.6A Pending CN111915220A (en) | 2020-08-17 | 2020-08-17 | After-sale processing system and method |
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| KR20120114431A (en) * | 2011-03-18 | 2012-10-17 | 김민수 | Mobile terminal and client service managing system and thereof method |
| WO2016045479A1 (en) * | 2014-09-25 | 2016-03-31 | 北京橙鑫数据科技有限公司 | Customer service call processing method and apparatus |
| CN107153965A (en) * | 2017-04-05 | 2017-09-12 | 芜湖恒天易开软件科技股份有限公司 | A kind of intelligent customer service solution of multiple terminals |
| CN109146511A (en) * | 2018-07-18 | 2019-01-04 | 安徽云图信息技术有限公司 | A kind of "smart" products method for tracking and managing after sale |
| CN109544229A (en) * | 2018-11-20 | 2019-03-29 | 浙江青鸟捷出体育文化传播有限公司 | A kind of sports operation marketing planning service management system |
| CN111160705A (en) * | 2019-11-29 | 2020-05-15 | 苏州哈度软件有限公司 | Shared network customer service platform and working method thereof |
-
2020
- 2020-08-17 CN CN202010825056.6A patent/CN111915220A/en active Pending
Patent Citations (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101588310A (en) * | 2008-05-19 | 2009-11-25 | 北京亿企通信息技术有限公司 | Method and system for realizing automatic reminding in the absence of online customer service personnel |
| KR20120114431A (en) * | 2011-03-18 | 2012-10-17 | 김민수 | Mobile terminal and client service managing system and thereof method |
| WO2016045479A1 (en) * | 2014-09-25 | 2016-03-31 | 北京橙鑫数据科技有限公司 | Customer service call processing method and apparatus |
| CN107153965A (en) * | 2017-04-05 | 2017-09-12 | 芜湖恒天易开软件科技股份有限公司 | A kind of intelligent customer service solution of multiple terminals |
| CN109146511A (en) * | 2018-07-18 | 2019-01-04 | 安徽云图信息技术有限公司 | A kind of "smart" products method for tracking and managing after sale |
| CN109544229A (en) * | 2018-11-20 | 2019-03-29 | 浙江青鸟捷出体育文化传播有限公司 | A kind of sports operation marketing planning service management system |
| CN111160705A (en) * | 2019-11-29 | 2020-05-15 | 苏州哈度软件有限公司 | Shared network customer service platform and working method thereof |
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