CN115545729A - Commodity after-sale management method, after-sale management system and electronic equipment - Google Patents
Commodity after-sale management method, after-sale management system and electronic equipment Download PDFInfo
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Abstract
The utility model provides a commodity after-sale management method, a commodity after-sale management system and an electronic device, which aims to solve the problem that the prior art can not meet the requirements of convenient use, convenient maintenance and commodity collection management, and the method comprises the following steps: creating a user group on a user terminal, and adding a corresponding registered user into the user group; importing commodity information; acquiring an electronic specification of the commodity pushed by a merchant terminal according to the commodity information so that a user in a user group acquires a use specification of the commodity through the electronic specification; acquiring information of after-sales services pushed by a merchant, wherein the after-sales services are provided by one or more virtual customer service team service groups established on the merchant; and issuing an after-sale service application to a merchant terminal through the after-sale service information. The method and the system can provide one-stop commodity use instructions and after-sale services for the user, and achieve convenient management of collection, use and after-sale of the commodities of the user.
Description
Technical Field
The present disclosure relates to the technical field of product after-sale services, and in particular, to a method for managing a product after-sale, a system for managing a product after-sale, and an electronic device.
Background
Along with the development of the fast pace of modern city life, the enrichment and refinement of the categories of commodities, the upgrading is faster and faster, and the requirements of people on the convenience of the use, the maintenance and the management of the commodities are higher and higher.
The existing electronic product after-sale service is basically used for learning and using by a user through issuing a product use instruction, after-sale service can be carried out only by directly contacting a merchant when the after-sale service is needed, and the user can have the following problems in the use process after purchasing goods: a user may not understand the scheme provided by the specification only through the product specification, and when the commodity cannot be used normally, the user cannot judge whether the commodity is damaged, and professional support, such as field support or remote support, is required; the time for purchasing the commodity is long, and the user does not know the guarantee range and guarantee period of after-sale service of the product; when the goods used by the user are damaged, the user often has no time to go to a maintenance point for repair or retrieval; in the maintenance process of the damaged goods of the user, the user can not know the maintenance process and the content of the maintenance; the commodity may be shared by multiple users, and the users may not know the use condition of the current commodity; a single user may own multiple commodities, have no unified aggregation management function, and the like.
Disclosure of Invention
In order to solve the above problems in the prior art, the present disclosure provides a commodity after-sale management method, a commodity after-sale management system, and an electronic device, which can provide a one-stop commodity usage instruction and an after-sale service for a user, and implement convenient management of collection, usage, and after-sale of a user commodity.
In a first aspect, the present disclosure provides a method for managing after-sale of a commodity, applied to a user side, where the method includes:
creating a user group on a user terminal, and adding a corresponding registered user into the user group;
importing commodity information;
acquiring an electronic specification of the commodity pushed by a merchant terminal according to the commodity information so that a user in a user group acquires a use specification of the commodity through the electronic specification;
acquiring information of after-sales services pushed by a merchant, wherein the after-sales services are provided by one or more virtual customer service team service groups established on the merchant;
providing an after-sale service application to a merchant terminal through the after-sale service information;
and recording the after-sale service progress and storing the service information when the merchant provides the after-sale service so that the users in the user group can inquire the commodity state through the after-sale service progress and the service information.
Further, the importing the commodity information includes:
automatically importing commodities to a merchant by authorization, and automatically acquiring and cutting attributes of the commodities by a Natural Language Processing (NLP) technology; or,
inputting commodity data at a user end and storing the attributes of the commodities;
the attributes of the goods include: brand name, model number, purchase channel, purchase date, electronic invoice, after-market service information, and maintenance delay status.
Further, the after-sales service includes: use support services, maintenance delay services, and recovery services.
Further, the maintenance support services include:
and displaying and setting a commodity maintenance period, reminding expiration of the commodity maintenance period, and selecting a commodity historical maintenance record display and maintenance mode.
Further, the service of maintaining and protecting includes:
the method comprises the steps of displaying the guarantee range and the guarantee period of the commodity, selecting the guarantee service, judging and supporting the fault of the commodity, selecting a commodity maintenance service point, paying the maintenance cost on line, displaying the detailed state of the commodity maintenance and displaying the historical maintenance record information.
In a second aspect, the present disclosure provides a method for managing after-sale of goods, applied to a merchant, the method including:
pushing an electronic specification of a commodity to a user side so that the user side can create a user group on the user side, adding a corresponding registered user into the user group, importing commodity information, acquiring the electronic specification of the commodity pushed by a merchant side according to the commodity information, and enabling users in the user group to acquire a use specification of the commodity through the electronic specification;
creating one or more virtual customer service team service groups to provide after-sales services for the user side;
and pushing the after-sale service information to the user side so that the user side can apply for the after-sale service to the merchant side through the after-sale service information, recording the after-sale service progress and storing the service information when the merchant side provides the after-sale service, and enabling users in the user group to inquire the commodity state through the after-sale service progress and the service information.
Further, the virtual customer service team service group includes:
the system comprises a commodity use support team group, a commodity maintenance support team group, a commodity failure support team group, a commodity logistics delivery team group, a commodity maintenance engineering team group and a commodity recovery team group.
Further, the method further comprises:
maintaining service site Information registration based on a Geographic Information System (GIS) through the commodity maintenance engineering team group; and
and providing a dispatching algorithm of a maintenance engineer, informing the maintenance engineer end of commodity maintenance, and recording related maintenance information by the maintenance engineer end.
In a third aspect, the present disclosure provides a commodity after-sale management system, including a user side, where the user side includes:
the first establishing module is used for establishing a user group on a user terminal and adding a corresponding registered user into the user group;
an import module configured to import commodity information;
the acquisition module is arranged for acquiring an electronic specification of the commodity pushed by a merchant according to the commodity information so that a user in a user group acquires a use specification of the commodity through the electronic specification;
the acquisition module is also configured to acquire information of after-sales services pushed by a merchant, wherein the after-sales services are provided by one or more virtual customer service team service groups established on the merchant;
the application module is used for applying for the after-sales service to a merchant terminal through the after-sales service information;
and the storage module is used for recording the after-sale service progress and storing the service information when the merchant provides the after-sale service so that the users in the user group can inquire the commodity state through the after-sale service progress and the service information.
In a fourth aspect, the present disclosure provides a commodity after-sale management system, including a merchant terminal, where the merchant terminal includes:
the pushing module is used for pushing the electronic specification of the commodity to the user side so that the user side can create a user group on the user side, adding the corresponding registered user into the user group, importing commodity information, then acquiring the electronic specification of the commodity pushed by the merchant side according to the commodity information, and enabling the user in the user group to acquire the use specification of the commodity through the electronic specification;
the second creating module is configured to create one or more virtual customer service team service groups to provide after-sales services for the user side;
the pushing module is further configured to push the after-sales service information to the user side, so that the user side can apply for the after-sales service to the merchant side through the after-sales service information, record the after-sales service progress and store the service information when the merchant side provides the after-sales service, and the users in the user group can inquire the commodity state through the after-sales service progress and the service information.
In a fifth aspect, the present disclosure provides a commodity after-sale management system, which includes an engineer end, a central database, a user end as described in the third aspect, and a merchant end as described in the fourth aspect;
the engineer end is used for adding engineers into a virtual customer service team service group created by the merchant end to provide after-sales service for the user end,
the central database is used for storing information stored in the engineer terminal, the client terminal and the merchant terminal.
In a sixth aspect, the present disclosure provides an electronic device comprising a memory and a processor, wherein the memory stores a computer program, and when the processor runs the computer program stored in the memory, the processor executes the article after-sales management method according to any one of the first and second aspects.
In a seventh aspect, the present disclosure provides a computer-readable storage medium, on which a computer program is stored, the computer program, when executed by a processor, implementing the method for after-sale management of an article of manufacture according to any one of the first and second aspects.
Has the advantages that:
according to the commodity after-sale management method, the commodity after-sale management system and the electronic equipment, the use and after-sale services of a plurality of commodities are managed in a user group mode, and all users in the user group can conveniently inquire the after-sale state of the commodities; after the commodities are sold through after-sale services provided by different customer service team service groups, one-stop commodity use instructions and after-sale services can be provided for users, and the convenient management of collection, use and after-sale of the commodities of the users is realized; the use experience of the user on the product is improved, and the after-sale service efficiency is improved.
Drawings
Fig. 1 is a schematic flow chart of a commodity after-sale management method according to a first embodiment of the present disclosure;
fig. 2 is a schematic flow chart of a commodity after-sale management method according to a second embodiment of the disclosure;
fig. 3 is an architecture diagram of a user side according to a third embodiment of the present disclosure;
fig. 4 is an architecture diagram of a merchant end according to a fourth embodiment of the disclosure;
fig. 5 is an architecture diagram of an after-sale management system for goods according to a fifth embodiment of the disclosure;
fig. 6 is an architecture diagram of an electronic device according to a sixth embodiment of the disclosure.
Detailed Description
In order to make the technical solutions of the present disclosure better understood, the present disclosure is further described in detail below with reference to the accompanying drawings and examples. It is to be understood that the specific embodiments and figures described herein are merely illustrative of the invention and are not limiting of the invention.
It should be noted that the terms "first," "second," and the like in the description and claims of the present disclosure and in the above-described drawings are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order; also, the embodiments and features of the embodiments in the present disclosure may be arbitrarily combined with each other without conflict.
In which the terminology used in the embodiments of the disclosure is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. As used in the disclosed embodiments and the appended claims, the singular forms "a", "an", and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise.
In the following description, suffixes such as "module", "component", or "unit" used to denote elements are used only for the convenience of explanation of the present disclosure, and have no specific meaning in themselves. Thus, "module", "component" or "unit" may be used mixedly.
The following describes in detail the technical solutions of the present disclosure and how to solve the problems of the user's needs for convenient use of the goods, convenient maintenance of the goods, and management of collection of the goods in specific embodiments. The following several specific embodiments may be combined with each other, and details of the same or similar concepts or processes may not be repeated in some embodiments.
Fig. 1 is a schematic flow chart of a commodity after-sale management method provided in an embodiment of the present disclosure, which is applied to a user side, and as shown in fig. 1, the method includes:
step S101: creating a user group on a user terminal, and adding a corresponding registered user into the user group;
step S102: importing commodity information;
step S103: acquiring an electronic specification of the commodity pushed by a merchant terminal according to the commodity information so that a user in a user group acquires a use specification of the commodity through the electronic specification;
step S104: acquiring information of after-sales services pushed by a merchant, wherein the after-sales services are provided by one or more virtual customer service team service groups established on the merchant;
step S105: after-sales service application is provided to a merchant terminal through the after-sales service information;
step S106: and recording the after-sale service progress and storing the service information when the merchant provides the after-sale service so that the users in the user group can inquire the commodity state through the after-sale service progress and the service information.
The commodity after-sale management of the embodiment of the disclosure is realized by closely matching a user, a merchant and a maintenance engineer, and respectively arranging corresponding applications at a user end, the merchant end and the engineer end to realize the full-period management of user self-service commodity collection, use support and after-sale support; or approve or reject invitations sent by other users to join a certain user group, the administrator user of the user group may set one or more permissions to the other users including: and adding, deleting, changing and checking the contents under all the function menus. The method comprises the steps that information of each commodity is imported at a user side, then an electronic specification of the commodity pushed by a merchant is obtained, the electronic specification can further comprise a picture specification, a voice specification and a video demonstration specification, and users in a user group can obtain the electronic specification in the user group through the respective user side to learn the use of the commodity. When the goods need to be sold, the merchant creates one or more virtual customer service team service groups at the merchant end to provide various after-sale services to sell the goods, and each customer service team service group provides corresponding after-sale services, such as maintenance service, maintenance service and the like. After-sale service application is provided for the merchant terminal through the acquired information of the after-sale service pushed by the merchant terminal, the after-sale service is provided by the service group corresponding to the merchant terminal, and the members of the same user group can manage the use of the same commodity or a plurality of commodities corresponding to the group in a user group mode. And when the user is in after-sales service, the user side acquires and records the after-sales service progress and stores the service information, so that the users in the user group can inquire the commodity state in time.
The method and the system manage the use and after-sale service of a plurality of commodities in a user group mode, and are convenient for all users in the user group to inquire the after-sale state of the commodities; after the commodities are sold by calling the after-sale services provided by different customer service team service groups, one-stop commodity use instructions and after-sale services can be provided for the user, and the convenient management of the collection, use and after-sale of the commodities of the user is realized; the use experience of the user on the product is improved, and the after-sale service efficiency is improved.
Further, the importing the commodity information includes:
automatically importing commodities to a merchant by authorization, and automatically acquiring and cutting attributes of the commodities by an NLP (non line segment) technology; or,
inputting commodity data at a user end and storing the attributes of commodities;
the attributes of the good include: brand name, model number, purchase channel, purchase date, electronic invoice, after-market service information, and maintenance delay status.
The user realizes the automatic leading-in of commodity through ordering the number through authorizing the trade company (including E-commerce platform and off-line market etc.), through the attribute of NLP technical automatic acquisition and cutting commodity, perhaps manual input commodity data, keeps the attribute of commodity by the user side, includes: brand name, make, model, purchase channel, purchase date, electronic invoice (receipt, proof of purchase), electronic description, after-sales service information, maintenance delay, etc.; therefore, the commodity information is imported, the commodities are collected, the commodities can be bound with the corresponding user groups, and after-sale management of group merchants by a plurality of users is realized.
Further, the after-sales service includes: use support services, maintenance delay services, and recovery services.
When after-sale service is needed, a user can call corresponding after-sale service at a user side, wherein the after-sale service comprises use support service, maintenance delay service, recovery service and the like, and the one-stop commodity use instruction and the full-period management of the after-sale service can be completed through various services; the after-sale service is more convenient, faster and more perfect.
When the user uses the corresponding service, if the user needs to use the support service, the electronic specification pushed by the merchant end can be called through a text search box or a voice search entrance of the user end; the user can also select the automatic updating function of the electronic specification, and when the merchant terminal updates the electronic specification corresponding to the commodity model, the user terminal can be automatically updated after being connected with the network. And the user side application system supports and calls other use support services provided by the merchant side, including: online customer service support, telephony support, and the like. The problem that a user cannot understand how the commodity is installed or used is solved. For the recovery service, the user can select the recovery service provided by the manufacturer; or the user may select a vendor-supplied merchandise upgrade to withhold the cash service.
Further, the maintenance support services include:
and displaying and setting a commodity maintenance period, reminding expiration of the commodity maintenance period, and selecting a commodity historical maintenance record display and maintenance mode.
The maintenance support service in the user side comprises the steps of providing display and setting a commodity maintenance period, and setting a maintenance reminding date, and when the specified date and the specified time are reached, the system can initiate online notification, short message notification or telephone notification according to the selection of the user; meanwhile, the user-defined historical maintenance date can be provided, and the historical maintenance records are supported to be displayed; moreover, the user can call the commodity maintenance initiating operation provided by the merchant terminal through the user terminal, and the maintenance mode can be selected as follows: the factory is used for home service, and express is taken or sent, or is taken or sent by itself.
Further, the service of maintaining and protecting includes:
the method comprises the steps of displaying the guarantee range and the guarantee period of the commodity, selecting the guarantee service, judging and supporting the fault of the commodity, selecting a commodity maintenance service point, paying the maintenance cost on line, displaying the detailed state of the commodity maintenance and displaying the historical maintenance record information.
The following may be provided by the service warranty service, including: providing a warranty range and a warranty period of commodities browsed by a user; providing a delay insurance service combined package provided by a user purchase manufacturer; providing commodity fault judgment support services provided by a manufacturer selected by a user, including online customer service support and telephone support; providing a commodity maintenance service point selected on a map and initiating a logistics pick-and-send process, wherein the logistics pick-and-place/logistics pick-and-send process can be singly selected, and online payment is initiated; providing a detailed state showing the latest commodity maintenance; providing and displaying historical maintenance record information, including maintenance time, maintenance point names, maintenance engineers and maintenance contents; providing a payment for the non-warranty goods; the maintenance delay and protection service provided by the team service group of the merchant end is called through the user end, various requirements of the user on maintenance delay and protection can be met, better maintenance delay and protection service is provided for the user, various services are directly used through the application system of the user end, the user time can be saved, and the user experience is improved.
The method and the system manage the use and after-sale service of a plurality of commodities in a user group mode, and are convenient for all users in the user group to inquire the after-sale state of the commodities; after-sales services provided by different customer service team service groups are called to sell commodities; the merchant and the engineer are closely matched with the user requirements, so that the full-period management of self-service commodity collection, use support, maintenance support, fault support, maintenance support and recovery support of the user can be realized; the online chat tool and the voice telephone interface provided by the user side and the merchant side are used for realizing convenient and fast online support service, the service types are rich, various requirements of users can be met, the user time is saved, the user experience is improved, and all users in a user group can conveniently inquire commodity maintenance or delay state by storing historical use support, maintenance support, fault support, maintenance support and recovery support records. The method and the system realize one-stop commodity use instruction and convenient and fast management of after-sales service for users, and improve the efficiency of after-sales service.
Fig. 2 is a schematic flow chart of a commodity after-sale management method provided in the second embodiment of the present disclosure, which is applied to a merchant end, and as shown in fig. 2, the method includes:
step S201: pushing an electronic specification of a commodity to a user side so that the user side can create a user group on the user side, adding a corresponding registered user into the user group, importing commodity information, acquiring the electronic specification of the commodity pushed by a merchant side according to the commodity information, and enabling users in the user group to acquire a use specification of the commodity through the electronic specification;
step S202: creating one or more virtual customer service team service groups to provide after-sales services for the user side;
step S203: and pushing the after-sale service information to the user side so that the user side can apply for the after-sale service to the merchant side through the after-sale service information, recording the after-sale service progress and storing the service information when the merchant side provides the after-sale service, and enabling users in the user group to inquire the commodity state through the after-sale service progress and the service information.
After registering, one or more virtual customer service team service user groups are created on the merchant end, each virtual team service group can invite one or more after-sale service engineers affiliated to the merchant service team to register, and appoint one or more managers for each team; the merchant terminal can push the electronic specification of the commodity to the user terminal, and use support is provided for the user on the user terminal. The service is refined through each virtual customer service team service group and is responsible for by a special person special group, so that the service is more detailed, various services can be unified on a client, and better after-sale service is provided for a user.
Further, the virtual customer service team service group includes:
the system comprises a commodity use support team group, a commodity maintenance support team group, a commodity failure support team group, a commodity logistics delivery team group, a commodity maintenance engineering team group and a commodity recovery team group.
Corresponding professional services can be provided through the corresponding service groups, for example, electronic specifications of commodities of different models can be uploaded, published and updated by using the support team groups for users to select and call; electronic instructions may include, but are not limited to, wen Tuban instructions, voice instructions, video presentation instructions; the commodity maintenance support team group provides maintenance support for users and provides a list of home-service services of maintenance engineers, including displaying a list of user information (including commodity attribute information) needing maintenance, adding, editing or deleting a list algorithm rule (for example, matching the optimal matching distance between the maintenance engineers and the clients or matching the time required by the clients and the idle time of the maintenance engineers); the commodity failure support team group can set an access mode, such as: the online system instant message or customer service QQ provides a service telephone number for editing fault support engineers; the system automatically saves the online chatting record and the voice call record between the customer service and the user; when a user initiates and pays a failure commodity logistics pickup service request or receives the valuation of a recovered commodity, a merchant can distribute a list to a logistics pickup engineer according to received logistics pickup information (commodity name, user name, pickup address and contact telephone), and meanwhile, the logistics pickup information is extracted in batches by text content, so that the logistics pickup information is quickly forwarded to a third party for cooperation express delivery; and the commodity recycling team group issues an algorithm strategy of the recycled commodities, gives standardized valuation and personalized adjustment valuation to the recycled commodities issued by the users, and takes back the recycled commodities to an appointed warehouse by a commodity logistics delivery team or a third party cooperative express after the users receive the valuation.
Further, the method further comprises:
maintaining service site information registration based on a GIS through the commodity maintenance engineering team; and
and providing a dispatching algorithm of the maintenance engineer, informing the maintenance engineer end of commodity maintenance, and recording related maintenance information by the maintenance engineer end.
The commodity maintenance engineering team member maintains service site information registration based on GIS, includes: the service site name, the longitude and latitude of the service site, the service range, the service time and the contact telephone; adding, editing or deleting service site information; providing a service engineer's dispatch algorithm and notifying the service engineer personnel that the flow of service steps is being recorded by the engineer with relevant information, including: the system comprises maintenance time, a maintenance point name, a maintenance engineer, maintenance contents, a maintenance state, a warranty or charge interface, a package and price of the delay and insurance service, and guarantee range and guarantee period of the delay and insurance service, wherein the package and the price can be online and published, and the guarantee range and the guarantee period of the delay and insurance service are specified for users to purchase.
In the after-sales service, the engineer may be required to cooperate with the after-sales service, and at the engineer, after the engineer registers and registers the personal basic information, the method includes: name, gender, address, contact phone; join the virtual team created by the merchant via a merchant version invitation. On the engineering end, an engineer firstly registers an individual working address, sets individual working time and records individual positioning in real time so as to match the geographic position and the idle time of a dispatching algorithm; the engineer can accept the order sent by the merchant service team through the engineer end or refuse the order, and can record service content in the service process; and to implement an engineer team internal interface, such as: after the maintenance is finished, the maintenance engineer initiates logistics delivery; a recycling engineer initiates logistics pickup; the engineer service team can receive the online chatting or voice call request of the user through the engineer end, and the system automatically records the online chatting record and the voice call record.
The commodity is sold through after-sale services provided by different customer service team service groups; the merchant and the engineer are closely matched with the user requirements, so that the full-period management of self-service commodity collection, use support, maintenance support, fault support, maintenance support and recovery support of the user can be realized; the online chatting tool and the voice telephone interface provided by the user side and the merchant side are used for realizing convenient and fast online support service, the service types are rich, various requirements of users can be met, the user time is saved, the user experience is improved, and all users in a user group can conveniently inquire commodity maintenance or delay maintenance states by storing historical use support, maintenance support, fault support, maintenance support and recovery support records. The method and the system realize one-stop commodity use instruction and convenient and fast management of after-sales service for users, and improve the efficiency of after-sales service.
A third embodiment of the present disclosure further provides a commodity after-sale management system, where the commodity after-sale management system includes a user side, and as shown in fig. 3, the user side includes:
a first creation module 11 configured to create a user group on a user side and add a corresponding registered user to the user group;
an import module 12 configured to import commodity information;
the acquisition module 13 is configured to acquire an electronic specification of a commodity pushed by a merchant according to the commodity information, so that a user in a user group acquires a use specification of the commodity through the electronic specification;
the obtaining module 13 is further configured to obtain information of after-sales services pushed by a merchant, where the after-sales services are provided by one or more virtual customer service team service groups created on the merchant;
an application module 14 configured to apply for the after-sales service to a merchant terminal through the after-sales service information;
and the storage module 15 is configured to record the after-sales service progress and store the service information when the merchant provides the after-sales service, so that the users in the user group can inquire the commodity state through the after-sales service progress and the service information.
Further, the import module 12 is specifically configured to:
automatically importing commodities to a merchant by authorization, and automatically acquiring and cutting attributes of the commodities by an NLP (non line segment) technology; or,
inputting commodity data at a user end and storing the attributes of commodities;
the attributes of the good include: brand name, model number, purchase channel, purchase date, electronic invoice, after-market service information, and maintenance delay status.
Further, the after-sales service includes: use support services, maintenance delay services, and recovery services.
Further, the maintenance support services include:
and displaying and setting a commodity maintenance period, reminding expiration of the commodity maintenance period, and selecting a commodity historical maintenance record display and maintenance mode.
Further, the service of maintaining and protecting includes:
the method comprises the steps of displaying the guarantee range and the guarantee period of the commodity, selecting the guarantee service, judging and supporting the fault of the commodity, selecting a commodity maintenance service point, paying the maintenance cost on line, displaying the detailed state of the commodity maintenance and displaying the historical maintenance record information.
A fourth embodiment of the present disclosure further provides a commodity after-sale management system, where the commodity after-sale management system includes a merchant terminal, and as shown in fig. 4, the merchant terminal includes:
the pushing module 21 is configured to push an electronic specification of a commodity to a user side, so that the user side creates a user group on the user side, adds a corresponding registered user to the user group, introduces commodity information, obtains the electronic specification of the commodity pushed by a merchant side according to the commodity information, and enables users in the user group to obtain a use specification of the commodity through the electronic specification;
a second creation module 22 configured to create one or more virtual customer service team service groups to provide after-sales services for the user terminals;
the pushing module 23 is further configured to push the after-sale service information to the user side, so that the user side submits an after-sale service application to the merchant side through the after-sale service information, and records the after-sale service progress and stores the service information when the merchant side provides the after-sale service, so that the users in the user group query the commodity state through the after-sale service progress and the service information.
Further, the virtual customer service team service group includes:
the system comprises a commodity use support team group, a commodity maintenance support team group, a commodity failure support team group, a commodity logistics delivery team group, a commodity maintenance engineer team group and a commodity recovery team group.
Further, the commodity maintenance engineering team created by the second creating module 22 is used for maintaining service site information registration based on the GIS; and
and providing a dispatching algorithm of the maintenance engineer, informing the maintenance engineer end of commodity maintenance, and recording related maintenance information by the maintenance engineer end.
Fig. 5 is an architecture diagram of a commodity after-sale management system according to a fifth embodiment of the present disclosure, as shown in fig. 5, the commodity after-sale management system includes an engineer terminal 3, a central database 4, a user terminal 1 as described above, and a merchant terminal 2 as described above;
the engineer end 3 is used for adding engineers into a virtual customer service team service group created by the merchant end to provide after-sales service for the user end,
the central database 4 is used for storing information stored in the engineer side, the client side and the merchant side.
The user side, the merchant side and the after-sale management system of the embodiment of the disclosure are used for implementing the after-sale management method of the goods in the first and second embodiments, so that description is simple, and specific reference may be made to the related description in the first and second embodiments of the method, and details are not repeated here.
Furthermore, as shown in fig. 6, a sixth embodiment of the present disclosure further provides an electronic device, which includes a memory 10 and a processor 20, where the memory 10 stores a computer program, and when the processor 20 runs the computer program stored in the memory 10, the processor 20 executes the above-mentioned various possible methods.
The memory 10 is connected to the processor 20, the memory 10 may be a flash memory, a read-only memory or other memories, and the processor 20 may be a central processing unit or a single chip microcomputer.
Furthermore, the disclosed embodiments also provide a computer-readable storage medium, on which a computer program is stored, the computer program being executed by a processor to perform the above-mentioned various possible methods.
The computer-readable storage media include volatile or nonvolatile, removable or non-removable media implemented in any method or technology for storage of information such as computer-readable instructions, data structures, computer program modules or other data. Computer-readable storage media include, but are not limited to, RAM (Random Access Memory), ROM (Read-Only Memory), EEPROM (Electrically Erasable Programmable Read-Only Memory), flash Memory or other Memory technology, CD-ROM (Compact disk Read-Only Memory), digital Versatile Disks (DVD) or other optical disk storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other medium which can be used to store the desired information and which can be accessed by a computer.
It is to be understood that the above embodiments are merely exemplary embodiments that are employed to illustrate the principles of the present disclosure, and that the present disclosure is not limited thereto. It will be apparent to those skilled in the art that various changes and modifications can be made therein without departing from the spirit and scope of the disclosure, and these are to be considered as the scope of the disclosure.
Claims (12)
1. A commodity after-sale management method is applied to a user side and comprises the following steps:
creating a user group on a user terminal, and adding a corresponding registered user into the user group;
importing commodity information;
acquiring an electronic specification of the commodity pushed by a merchant terminal according to the commodity information so that a user in a user group acquires a use specification of the commodity through the electronic specification;
acquiring information of after-sales services pushed by a merchant, wherein the after-sales services are provided by one or more virtual customer service team service groups established on the merchant;
after-sales service application is provided to a merchant terminal through the after-sales service information;
and recording the after-sale service progress and storing the service information when the merchant provides the after-sale service so that the users in the user group can inquire the commodity state through the after-sale service progress and the service information.
2. The method of claim 1, wherein the importing the merchandise information comprises:
automatically importing commodities to a merchant by authorization, and automatically acquiring and cutting attributes of the commodities by a Natural Language Processing (NLP) technology; or,
inputting commodity data at a user end and storing the attributes of commodities;
the attributes of the good include: brand name, model number, purchase channel, purchase date, electronic invoice, after-market service information, and maintenance delay status.
3. The method of claim 1, wherein the after-market services comprise: use support services, maintenance delay services, and recovery services.
4. The method of claim 3, wherein the service support service comprises:
and displaying and setting a commodity maintenance period, reminding the expiration of the commodity maintenance period, and selecting a commodity historical maintenance record display and maintenance mode.
5. The method of claim 3, wherein the repair warranty service comprises:
the method comprises the steps of displaying the guarantee range and the guarantee period of the commodity, selecting the guarantee service, judging and supporting the fault of the commodity, selecting a commodity maintenance service point, paying the maintenance cost on line, displaying the detailed state of the commodity maintenance and displaying the historical maintenance record information.
6. The commodity after-sale management method is applied to a merchant terminal and comprises the following steps:
pushing an electronic specification of a commodity to a user side so that the user side can create a user group on the user side, adding a corresponding registered user into the user group, importing commodity information, acquiring the electronic specification of the commodity pushed by a merchant side according to the commodity information, and enabling users in the user group to acquire a use specification of the commodity through the electronic specification;
creating one or more virtual customer service team service groups to provide after-sales services for the user side;
and pushing the after-sale service information to the user side so that the user side can apply for the after-sale service to the merchant side through the after-sale service information, recording the after-sale service progress and storing the service information when the merchant side provides the after-sale service, and enabling users in the user group to inquire the commodity state through the after-sale service progress and the service information.
7. The method of claim 6, wherein the virtual customer service team service group comprises:
the system comprises a commodity use support team group, a commodity maintenance support team group, a commodity failure support team group, a commodity logistics delivery team group, a commodity maintenance engineering team group and a commodity recovery team group.
8. The method of claim 7, further comprising:
maintaining service site information registration based on a Geographic Information System (GIS) through the commodity maintenance engineering team; and
and providing a dispatching algorithm of a maintenance engineer, informing the maintenance engineer end of commodity maintenance, and recording related maintenance information by the maintenance engineer end.
9. An article after-sale management system, comprising a user side, wherein the user side comprises:
the first establishing module is used for establishing a user group on a user terminal and adding a corresponding registered user into the user group;
an import module configured to import commodity information;
the acquisition module is arranged for acquiring an electronic specification of the commodity pushed by a merchant according to the commodity information so that a user in a user group acquires a use specification of the commodity through the electronic specification;
the acquisition module is also configured to acquire information of after-sales services pushed by a merchant, wherein the after-sales services are provided by one or more virtual customer service team service groups established on the merchant;
the application module is used for providing an after-sale service application to the merchant terminal through the after-sale service information;
and the storage module is used for recording the after-sale service progress and storing the service information when the merchant provides the after-sale service so that the users in the user group can inquire the commodity state through the after-sale service progress and the service information.
10. An article after-sale management system, characterized in that, the article after-sale management system comprises a merchant terminal, the merchant terminal comprises:
the pushing module is used for pushing the electronic specification of the commodity to the user side so that the user side can create a user group on the user side, adding the corresponding registered user into the user group, importing commodity information, then acquiring the electronic specification of the commodity pushed by the merchant side according to the commodity information, and enabling the user in the user group to acquire the use specification of the commodity through the electronic specification;
the second creating module is configured to create one or more virtual customer service team service groups to provide after-sales services for the user side;
the pushing module is further configured to push the after-sale service information to the user side, so that the user side can apply for the after-sale service to the merchant side through the after-sale service information, record the after-sale service progress and store the service information when the merchant side provides the after-sale service, and the users in the user group can inquire the commodity state through the after-sale service progress and the service information.
11. An article after-sale management system, comprising an engineer side, a central database, a user side as claimed in claim 9 and a merchant side as claimed in claim 10;
the engineer end is used for adding engineers into a virtual customer service team service group created by the merchant end to provide after-sales service for the user end,
the central database is used for storing information stored in the engineer terminal, the client terminal and the merchant terminal.
12. An electronic device comprising a memory and a processor, the memory having a computer program stored therein, the processor performing the article after-market management method of any one of claims 1-5 or 6-8 when the processor executes the computer program stored in the memory.
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN116720866A (en) * | 2023-05-10 | 2023-09-08 | 深圳市小亿网络有限公司 | After-sales service method and system based on electronic commodity description |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN116720866A (en) * | 2023-05-10 | 2023-09-08 | 深圳市小亿网络有限公司 | After-sales service method and system based on electronic commodity description |
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