CN114418590A - Service request processing method and device, electronic equipment and storage medium - Google Patents
Service request processing method and device, electronic equipment and storage medium Download PDFInfo
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- CN114418590A CN114418590A CN202111521664.9A CN202111521664A CN114418590A CN 114418590 A CN114418590 A CN 114418590A CN 202111521664 A CN202111521664 A CN 202111521664A CN 114418590 A CN114418590 A CN 114418590A
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- 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
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- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
Abstract
The application provides a service request processing method, a service request processing device, electronic equipment and a storage medium, wherein the method comprises the steps of receiving a service request aiming at a target commodity; wherein the service request comprises at least one processing task; according to the commodity information of the target commodity and the service type of the service request, searching a processing flow matched with the commodity information of the target commodity and the service type of the service request from a preset database; and processing the processing task in the service request according to the processing flow. The method takes a service customer as a starting point, and truly solves the problem that the customer purchases products after sale; the visualization of after-sale progress is realized, and a client monitors an after-sale process; the method is beneficial to improving the after-sale service quality and greatly improving the user experience.
Description
Technical Field
The present application relates to the field of electronic commerce technologies, and in particular, to a method and an apparatus for processing a service request, an electronic device, and a storage medium.
Background
At present, when a user purchases products on line and the after-sale problem occurs, the products can only be fed back to an on-line customer service or an after-sale customer service telephone is dialed. The online customer service generally feeds back that the user can process as soon as possible, but individual after-sale workers do not respond timely, so that serious crisis can be brought to brand trust; after-sale customer service calls are complicated in process, long in submenus and poor in user experience. The customer can not directly see the after-sale problem processing progress and can not contact the corresponding responsible person after-sale, so that the loyalty of the customer to the brand is easily reduced, and the brand reputation is damaged.
Disclosure of Invention
In view of the above problems, the present application provides a method and an apparatus for processing a service request, an electronic device, and a storage medium, which solve the problems of opaque after-sale service progress and low system efficiency in the prior art.
In a first aspect, the present application provides a method for processing a service request, where the method includes:
receiving a service request aiming at a target commodity; wherein the service request comprises at least one processing task;
according to the commodity information of the target commodity and the service type of the service request, searching a processing flow matched with the commodity information of the target commodity and the service type of the service request from a preset database;
and processing the processing task in the service request according to the processing flow.
According to an embodiment of the present application, preferably, in the method for processing a service request, the processing flow includes at least one processing node;
processing the processing task in the service request according to the processing flow, comprising the following steps:
and sending each processing task to the corresponding processing node, and receiving a processing result fed back by each processing node.
According to an embodiment of the present application, preferably, in the method for processing a service request, all the processing nodes are arranged in sequence;
sending each processing task to the corresponding processing node, and receiving a processing result fed back by each processing node, further comprising the following steps:
sending the processing task corresponding to the first processing node, and receiving a processing result fed back by the first processing node;
sending the processing task corresponding to the next processing node according to the arrangement sequence of the processing nodes, and receiving a processing result fed back by the next processing node;
and repeating the steps of sending the processing task corresponding to the next processing node according to the arrangement sequence of the processing nodes and receiving the processing result fed back by the next processing node until the processing results fed back by all the processing nodes are received.
According to an embodiment of the present application, preferably, in the method for processing a service request, the sending each processing task to the corresponding processing node includes:
sending each processing task to the corresponding processing node, and starting timing;
and when the timing duration exceeds a preset duration and does not receive the processing result fed back by the corresponding processing node, reminding is carried out.
According to an embodiment of the application, preferably, in the method for processing a service request, the processing result includes at least one of a processing time length, a completion degree, and a customer satisfaction degree.
According to an embodiment of the present application, preferably, in the method for processing a service request, after the step of processing the processing task in the service request according to the processing flow, the method further includes:
and evaluating the processing result of each processing node according to the processing result fed back by each processing node.
According to an embodiment of the present application, preferably, in the method for processing a service request, the service request includes an after-sales service request.
According to an embodiment of the application, in the method for processing a service request, the product information of the target product preferably includes a type of the target product.
In a second aspect, the present application provides a service request processing apparatus, the apparatus comprising:
the receiving module is used for receiving a service request aiming at the target commodity; wherein the service request comprises at least one processing task;
the matching module is used for searching a processing flow matched with the commodity information of the target commodity and the service type of the service request from a preset database according to the commodity information of the target commodity and the service type of the service request;
and the processing module is used for processing the processing task in the service request according to the processing flow.
In a third aspect, the present application provides an electronic device, comprising a memory and a processor, wherein the memory stores a computer program, and the computer program, when executed by the processor, performs the method for processing a service request according to any one of the first aspect.
In a fourth aspect, the present application provides a storage medium storing a computer program which, when executed by one or more processors, implements a method of processing a service request as set forth in any one of the first aspects.
Compared with the prior art, one or more embodiments in the above scheme can have the following advantages or beneficial effects:
the application provides a service request processing method, a service request processing device, electronic equipment and a storage medium, wherein the method comprises the steps of receiving a service request aiming at a target commodity; wherein the service request comprises at least one processing task; according to the commodity information of the target commodity and the service type of the service request, searching a processing flow matched with the commodity information of the target commodity and the service type of the service request from a preset database; and processing the processing task in the service request according to the processing flow. The method takes a service customer as a starting point, and truly solves the problem that the customer purchases products after sale; the visualization of after-sale progress is realized, and a client monitors an after-sale process; the method is beneficial to improving the after-sale service quality and greatly improving the user experience.
Drawings
The present application will be described in more detail hereinafter on the basis of embodiments and with reference to the accompanying drawings:
fig. 1 is a schematic flowchart of a method for processing a service request according to an embodiment of the present application;
fig. 2 is a schematic flowchart of a processing node for a service request according to an embodiment of the present disclosure;
fig. 3 is a connection block diagram of a service request processing apparatus according to an embodiment of the present application;
in the drawings, like parts are designated with like reference numerals, and the drawings are not drawn to scale.
Detailed Description
The following detailed description will be provided with reference to the accompanying drawings and embodiments, so that how to apply the technical means to solve the technical problems and achieve the corresponding technical effects can be fully understood and implemented. The embodiments and various features in the embodiments of the present application can be combined with each other without conflict, and the formed technical solutions are all within the scope of protection of the present application.
Example one
Referring to fig. 1, the present application provides a method for processing a service request, including:
step S110: receiving a service request aiming at a target commodity; wherein the service request comprises at least one processing task.
Preferably, the service request comprises an after-market service request.
Illustratively, after a user purchases a target commodity in an online store, if the user encounters a product after-sale problem, the user can directly enter order details, click an after-sale service option and send an after-sale service request for the target commodity to a server through an order system; wherein the after-market service requests include quality issue requests and non-quality issue requests. The method can accurately and quickly develop after-sale services according to the user requirements.
Step S120: and searching a processing flow matched with the commodity information of the target commodity and the service type of the service request from a preset database according to the commodity information of the target commodity and the service type of the service request.
Preferably, the product information of the target product includes a type of the target product.
Optionally, the commodity information of the target commodity includes a category of the target commodity, and a text description, a fault picture, and a fault short video associated with the category of the target commodity.
Preferably, the service type of the service request comprises a quality problem request and a non-quality problem request, wherein the quality problem request comprises commodity maintenance, fault detection and troubleshooting and the like; non-quality issue requests include device replacement, intelligent appliance usage guidance, and the like. By the method, the service request of the target commodity provided by the user can be quickly and accurately acquired, so that after-sale service is pertinently developed.
Preferably, the preset database includes types of different commodities, abnormal problems of the commodities, and approval/processing flows corresponding to the types of the different commodities and the abnormal problems of the commodities. And then matching the corresponding approval/processing flow nodes according to the commodity types and commodity abnormal problems corresponding to the after-sale service requests submitted by the users. And by utilizing the big data in the database, the approval/processing flow nodes corresponding to the after-sale service request of the target commodity can be quickly acquired.
Step S130: and processing the processing task in the service request according to the processing flow.
Preferably, the process flow includes at least one processing node.
Processing the processing task in the service request according to the processing flow, comprising the following steps:
and sending each processing task to the corresponding processing node, and receiving a processing result fed back by each processing node.
Preferably, as shown in fig. 2, each processing node (node A, B, C, D) includes a node responsible person, a contact address thereof, and a preset node duration. And in the processing node, automatically allocating to corresponding technicians to judge fault reasons according to the commodity information of the target commodity and the service type of the service request, and formulating a corresponding after-sale service scheme. Optionally, the processing nodes are differentiated and need to be formulated according to product categories, such as the processing nodes of the air conditioner and the small appliance are differentiated. The processing node takes a service customer as a starting point, and truly solves the problem that the customer purchases products after sale; and the after-sale progress visualization is realized, so that the customer can supervise the after-sale process.
Illustratively, processing the processing task in the service request includes: the client feeds back the water leakage problem of the air-conditioning air outlet, the processing node is assigned to an air-conditioning after-sale technician for evaluation, a master maintenance worker needs to be arranged for the evaluation of the fault, and after the master maintenance worker succeeds, the processing node receives the processing result fed back by the processing node and receives the processing node; if the customer feeds back that the electric cooker is not heated, the processing node is assigned to an after-sale technician of the electric cooker for evaluation, whether the customer sends local after-sale maintenance or takes the electric cooker to a local after-sale maintenance point for maintenance is evaluated, a corresponding node responsible person is generated, and the customer is sent to upload an express bill number so as to inquire the goods condition in real time; until receiving the processing result fed back by the processing node.
Preferably, all of the processing nodes are arranged in order.
Correspondingly, each processing task is sent to the corresponding processing node, and a processing result fed back by each processing node is received, and the method further comprises the following steps:
s130 a: sending the processing task corresponding to the first processing node, and receiving a processing result fed back by the first processing node;
s130 b: sending the processing task corresponding to the next processing node according to the arrangement sequence of the processing nodes, and receiving a processing result fed back by the next processing node;
s130 c: and repeating the step S130b until the processing results fed back by all the processing nodes are received.
Preferably, the sending each processing task to the corresponding processing node includes the following steps:
sending each processing task to the corresponding processing node, and starting timing; and (5) falling to a processing node responsible person in a system timing mode to compact responsibility.
And when the timing duration exceeds a preset duration and does not receive the processing result fed back by the corresponding processing node, reminding is carried out.
Specifically, when a processing result fed back by the processing node is received within a preset time length, the processing node is closed in advance, the system counts the advance completion rate of the processing node, and the advance completion rate can be used as a performance assessment reference of a node responsible person. If the timing duration exceeds the preset duration and does not receive the processing result fed back by the corresponding processing node, the client and the node responsible person can be reminded, and the reminding can be realized through short messages or mails and the like. After receiving the prompt, the client can contact the responsible person of the processing node as required, follow up with the processing node in time and ask for the reason of the expiration of the processing node; and if the processing node contact person is not matched, the customer can contact a complaint specialist in customer service to carry out complaint supervision. In addition, since each item has a fixed post-sale completion time, if the customer needs to expedite the processing node, the processing node responsible person may be contacted by telephone. The processing flow intuitively reflects the progress of the nodes after sale, the node is not finished in an overdue state, and the customer can complain; the processing node adopts a countdown mode, the defect that the after-sale service progress is not transparent in the prior art is solved, all flows of the after-sale service are placed in the sun to be supervised by customers, high-quality after-sale management becomes a link for customer repurchase, and the improvement of the after-sale service quality is facilitated.
Preferably, the processing result includes at least one of a processing time length, a completion degree, and a customer satisfaction degree.
And taking the natural month as a calculation period, and taking the processing result as a performance assessment reference of a node responsible person. Acquiring a delay degree and an unfinished rate of a processing node of a responsible person according to the processing time length and the finish degree, wherein the delay degree is (the processing time length-a preset time length)/the preset time length; incomplete rate is the total number of incomplete orders/system allocation orders. And (4) carrying out a reward and punishment mechanism of a responsible person of the processing node, hooking through a performance assessment mechanism, and carrying out actual monthly assessment according to the delay degree and the unfinished rate. The performance encourages the processing task to be completed in advance, and punishment processing task is completed in a delayed way. The performance assessment reference method is helpful for encouraging the post-sale personnel to quickly solve the customer abnormity, punishing the post-sale personnel not to act, and establishing a high-efficiency post-sale service team.
Preferably, after the step of processing the processing task in the service request according to the processing flow, the method further includes:
and evaluating the processing result of each processing node according to the processing result fed back by each processing node. The evaluation result can also be used as a performance assessment reference of a person responsible for the node.
The method for processing the service request provided by the embodiment comprises the steps of receiving the service request aiming at a target commodity; wherein the service request comprises at least one processing task; according to the commodity information of the target commodity and the service type of the service request, searching a processing flow matched with the commodity information of the target commodity and the service type of the service request from a preset database; and processing the processing task in the service request according to the processing flow. The method takes a service customer as a starting point, and truly solves the problem that the customer purchases products after sale; the visualization of after-sale progress is realized, and a client monitors an after-sale process; the method is beneficial to improving the after-sale service quality and greatly improving the user experience.
Example two
Referring to fig. 3, the present application provides a service request processing apparatus 100, including: a receiving module 110, a matching module 120, and a processing module 130.
A receiving module 110, configured to receive a service request for a target product; wherein the service request comprises at least one processing task;
the matching module 120 is configured to search, according to the commodity information of the target commodity and the service type of the service request, a processing procedure matched with the commodity information of the target commodity and the service type of the service request from a preset database;
the processing module 130 is configured to process the processing task in the service request according to the processing flow.
The receiving module 110 receives a service request for a target commodity; wherein the service request comprises at least one processing task; the matching module 120 searches a processing flow matched with the commodity information of the target commodity and the service type of the service request from a preset database according to the commodity information of the target commodity and the service type of the service request; the processing module 130 processes the processing task in the service request according to the processing flow.
The specific embodiment of the processing method for executing the service request based on the modules is described in detail in the first embodiment, and is not described herein again.
EXAMPLE III
The embodiment provides an electronic device, which may be a mobile phone, a computer, a tablet computer, or the like, and includes a memory and a processor, where the memory stores a computer program, and the computer program, when executed by the processor, implements the method for processing a service request as described in the first embodiment. It is to be appreciated that the electronic device can also include input/output (I/O) interfaces, as well as communication components.
Wherein, the processor is used for executing all or part of the steps in the processing method of the service request in the first embodiment. The memory is used to store various types of data, which may include, for example, instructions for any application or method in the electronic device, as well as application-related data.
The Processor may be an Application Specific Integrated Circuit (ASIC), a Digital Signal Processor (DSP), a Digital Signal Processing Device (DSPD), a Programmable Logic Device (PLD), a Field Programmable Gate Array (FPGA), a controller, a microcontroller, a microprocessor, or other electronic components, and is configured to perform the method for Processing the service request in the first embodiment.
The Memory may be implemented by any type of volatile or non-volatile Memory device or combination thereof, such as Static Random Access Memory (SRAM), Electrically Erasable Programmable Read-Only Memory (EEPROM), Erasable Programmable Read-Only Memory (EPROM), Programmable Read-Only Memory (PROM), Read-Only Memory (ROM), magnetic Memory, flash Memory, magnetic disk or optical disk.
Example four
The present embodiments provide a computer readable storage medium, such as a flash memory, a hard disk, a multimedia card, a card type memory (e.g., SD or DX memory, etc.), a Random Access Memory (RAM), a Static Random Access Memory (SRAM), a Read Only Memory (ROM), an Electrically Erasable Programmable Read Only Memory (EEPROM), a Programmable Read Only Memory (PROM), a magnetic memory, a magnetic disk, an optical disk, a server, an App application mall, etc., having stored thereon a computer program which, when executed by a processor, may implement the method steps of:
step S110: receiving a service request aiming at a target commodity; wherein the service request comprises at least one processing task;
step S120: according to the commodity information of the target commodity and the service type of the service request, searching a processing flow matched with the commodity information of the target commodity and the service type of the service request from a preset database;
step S130: and processing the processing task in the service request according to the processing flow.
The specific embodiment process of the above method steps can be referred to as embodiment one, and the details of this embodiment are not repeated herein.
In summary, the present application provides a method, an apparatus, an electronic device, and a storage medium for processing a service request, where the method includes receiving a service request for a target commodity; wherein the service request comprises at least one processing task; according to the commodity information of the target commodity and the service type of the service request, searching a processing flow matched with the commodity information of the target commodity and the service type of the service request from a preset database; and processing the processing task in the service request according to the processing flow. The method takes a service customer as a starting point, and truly solves the problem that the customer purchases products after sale; the visualization of after-sale progress is realized, and a client monitors an after-sale process; the method is beneficial to improving the after-sale service quality and greatly improving the user experience.
In the embodiments provided in the present application, it should be understood that the disclosed method can be implemented in other ways. The above-described method embodiments are merely illustrative.
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
Although the embodiments disclosed in the present application are described above, the descriptions are only for the convenience of understanding the present application, and are not intended to limit the present application. It will be understood by those skilled in the art that various changes in form and details may be made therein without departing from the spirit and scope of the disclosure as defined by the appended claims.
Claims (11)
1. A method for processing a service request, the method comprising:
receiving a service request aiming at a target commodity; wherein the service request comprises at least one processing task;
according to the commodity information of the target commodity and the service type of the service request, searching a processing flow matched with the commodity information of the target commodity and the service type of the service request from a preset database;
and processing the processing task in the service request according to the processing flow.
2. The method of claim 1, wherein the process flow comprises at least one processing node;
processing the processing task in the service request according to the processing flow, comprising the following steps:
and sending each processing task to the corresponding processing node, and receiving a processing result fed back by each processing node.
3. The method of claim 2, wherein all of the processing nodes are arranged in an order;
sending each processing task to the corresponding processing node, and receiving a processing result fed back by each processing node, further comprising the following steps:
sending the processing task corresponding to the first processing node, and receiving a processing result fed back by the first processing node;
sending the processing task corresponding to the next processing node according to the arrangement sequence of the processing nodes, and receiving a processing result fed back by the next processing node;
and repeating the steps of sending the processing task corresponding to the next processing node according to the arrangement sequence of the processing nodes and receiving the processing result fed back by the next processing node until the processing results fed back by all the processing nodes are received.
4. The method according to claim 2, wherein the step of sending each processing task to the corresponding processing node comprises the following steps:
sending each processing task to the corresponding processing node, and starting timing;
and when the timing time length exceeds the preset time length and the corresponding processing result fed back by the processing node is not received, reminding is carried out.
5. The method of claim 2, wherein the processing result comprises at least one of processing duration, completion level, and customer satisfaction level.
6. The method for processing the service request according to claim 5, wherein after the step of processing the processing task in the service request according to the processing flow, the method further comprises:
and evaluating the processing result of each processing node according to the processing result fed back by each processing node.
7. The method of claim 1, wherein the service request comprises an after-market service request.
8. The method for processing a service request according to claim 1, wherein the commodity information of the target commodity includes a category of the target commodity.
9. A service request processing apparatus, comprising:
the receiving module is used for receiving a service request aiming at the target commodity; wherein the service request comprises at least one processing task;
the matching module is used for searching a processing flow matched with the commodity information of the target commodity and the service type of the service request from a preset database according to the commodity information of the target commodity and the service type of the service request;
and the processing module is used for processing the processing task in the service request according to the processing flow.
10. An electronic device, comprising a memory and a processor, the memory having stored thereon a computer program which, when executed by the processor, performs a method of processing a service request according to any one of claims 1 to 8.
11. A storage medium, characterized in that the storage medium stores a computer program which, when executed by one or more processors, implements a method of processing a service request according to any one of claims 1 to 8.
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN115002211A (en) * | 2022-07-28 | 2022-09-02 | 成都乐超人科技有限公司 | Cloud-native-based after-sale micro-service implementation method, device, equipment and medium |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN115002211A (en) * | 2022-07-28 | 2022-09-02 | 成都乐超人科技有限公司 | Cloud-native-based after-sale micro-service implementation method, device, equipment and medium |
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