CN115738284A - Customer service management method and system for client and server - Google Patents
Customer service management method and system for client and server Download PDFInfo
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- CN115738284A CN115738284A CN202211460243.4A CN202211460243A CN115738284A CN 115738284 A CN115738284 A CN 115738284A CN 202211460243 A CN202211460243 A CN 202211460243A CN 115738284 A CN115738284 A CN 115738284A
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Abstract
The invention discloses a customer service management method and a customer service management system for a client and a server, which comprise the following steps: acquiring user information: acquiring and storing user information, and then reporting the encrypted information to a server through a client; establishing communication: the long connection mode is adopted to keep the real-time connection between the customer service of the service end and the user, and after the user enters the game, the user can communicate with the customer service in real time; editing a story line database: when a user reflects problems to customer service, the service background automatically collects common problems and solutions of the common problems for storage, edits the story line database for the common problems, and classifies the common problems according to the story line database. When the user reflects the problem, the user does not need to quit the current game and go to the third-party communication software, so that the user can conveniently communicate with the customer service at any time in the game page, and an accident line database is established, so that the customer service is more efficient in solving the user problem.
Description
Technical Field
The invention relates to the technical field of software application development, in particular to a user customer service management method and system for a client and a server.
Background
At present, with the movement information era, mobile terminal mobile phone game users are increasing, and when the users need to feed back or process the problems, the general mode is that the users need to leave the current game and add customer service to the third party communication system to carry out communication processing.
Chinese patent No. CN201810689637.4 relates to an online customer service management method, device, server and storage medium, the method comprising: receiving an association request sent by an administrator account, wherein the association request comprises a first account list which needs to be set as a customer service account; associating the user account in the first account list with a service platform, and sending an associated message to the user account in the first account list; receiving a routing mode setting request sent by the administrator account, and setting a message routing mode according to the setting request; and distributing the user side information for the associated customer service account according to the information routing mode.
When a user communicates with customer service of a game APP, the customer service of a third party cannot actively obtain account information of the user, the account information needs to be provided for the customer service for the second time by the user in the communication process, and therefore the communication process is complicated, and the phenomenon that the user runs off is easily caused. Therefore, it is desirable to design a method and a system for managing customer service of a client and a server to solve the above problems.
Disclosure of Invention
The invention aims to provide a user customer service management method and a user customer service management system for a client and a server, which aim to overcome the defects in the prior art.
In order to achieve the above purpose, the invention provides the following technical scheme:
a customer service management method for a client and a server comprises the following steps:
acquiring user information: acquiring and storing user information, and then reporting the encrypted information to a server through a client;
establishing communication: the long connection mode is adopted to keep the real-time connection between the customer service of the server and the user, and the user can communicate with the customer service in real time after the user enters the game;
editing a story line database: when a user reflects problems to a customer service, a service background automatically collects common problems and solutions of the common problems for storage, edits a storyline database for the common problems, classifies the common problems according to the storyline database, and edits a storyline problem list according to categories;
a step of providing a question list: the customer service searches a story line database according to the problems reflected by the user and provides a related story line problem list according to keywords in the information content sent by the user;
a question recovery step: the user clicks the corresponding problem in the storyline problem list, and the customer service calls the corresponding solution mode in the storyline database to automatically answer the user;
customer complaint evaluation step: after the customer service confirms that one customer complaint is finished, the system automatically sends a grading system message to the user, and the user grades and leaves a message according to the service;
message feedback step: and classifying the customer complaint data according to the scores, and uploading the scores and the message data of the customer complaints to a server side for storage in real time.
Further, in the step of obtaining the user information, the service background automatically classifies the user into a low-value user and a high-value user according to the user information, wherein the user information includes basic information of the device and role information of the user.
Further, in the step of establishing communication, a heartbeat time length is set for the client, whether the connection is interrupted or not is checked within a specified time length, and the client is reconnected with the server after the connection interruption is checked.
Further, the customer service comprises manual customer service and robot customer service, the customer service default of the low-value user is set as the robot customer service, and the customer service default of the high-value user is set as the manual customer service.
Further, after the user sends a question and goes off-line, the customer service still responds to the user and pushes the message to inform the user through a mobile phone pushing function, after the user goes on-line, the user is prompted that a new message is readable when the unread message exists, and the edited reply content is stored in the message class table by the manual customer service.
Further, after the user sends the message, the corresponding manual customer service is switched to the robot customer service when the manual customer service is offline, the robot customer service firstly judges whether the problem is a common problem, and when the problem is not a common problem, the robot customer service automatically replies the message through a semantic algorithm.
Further, in the step of providing the problem list, the story line problem list comprises a manual customer service link, in the step of replying the problem, after automatically answering the user, a question option for whether the problem is solved is immediately popped up, when the user confirms that the problem is solved, the customer service confirms that the customer complaint is completed, when the user confirms that the problem is not solved, the manual customer service is switched, and when the user cannot find the problem in the story line problem list, the user clicks the manual customer service link and then the manual customer service is switched.
Further, the basic information of the device includes the price of the device, the role information of the user includes the time of the user last game recharging, the recharging frequency in one month and the total recharging amount in one month, so that: the price of the equipment is M, the time of the user for recharging the latest game is D, the recharging frequency in one month is F, and the total recharging amount in one month is Z, so that the high-value user meets the following formula:
further, in the customer complaint evaluation step, the score of the customer complaint ranges from 1 to 10, and in the message feedback step, the classification process of the customer complaint data comprises the following steps:
sorting the customer complaint data from low to high according to the scores;
classifying the customer complaint data between 1 and 4 points as low scores, classifying the customer complaint data between 5 and 7 points as medium scores, and classifying the customer complaint data between 8 and 10 points as good scores;
performing semantic recognition on reaction problems and messages in the low-evaluation customer complaint data, and searching a solution mode through big data;
and auditing and verifying the searched solution modes, transmitting the verified solution modes to a story line database, and updating a story line problem list.
A customer service management system for a client and a server comprises the following modules:
a user information acquisition module: acquiring and storing user information, then reporting the information encryption to a server through a client, automatically classifying the users into low-value users and high-value users by a service background according to the user information, wherein the user information comprises basic information of equipment and role information of the users, the basic information of the equipment comprises the price of the equipment, the role information of the users comprises the latest game recharging time of the users, the recharging frequency in one month and the total recharging amount in one month, and the order is as follows: the price of the equipment is M, the time of the user for recharging the latest game is D, the recharging frequency in one month is F, and the total recharging amount in one month is Z, so that the high-value user meets the following formula:
establishing a communication module: the method comprises the following steps that a long connection mode is adopted to keep real-time connection between customer service and a user of a server, after the user enters a game, the user can communicate with the customer service in real time, heartbeat time is set for a client, whether connection is interrupted or not is checked in a specified time period, and when the connection is interrupted, the client is connected with the server again;
editing storyline database module: when a user reflects problems to a customer service, a service background automatically collects common problems and solutions of the common problems for storage, edits a storyline database for the common problems, classifies the common problems according to the storyline database, and edits a storyline problem list according to categories;
a provide problem list module: the customer service searches a story line database according to the problems reflected by the user and provides a related story line problem list according to keywords in the information content sent by the user;
a question reply module: the user clicks a corresponding problem in the story line problem list, the customer service calls a corresponding solution in the story line database to automatically answer the user, an inquiry option for judging whether the problem is solved or not is immediately popped up after the user automatically answers the problem, the customer service confirms that the customer complaint is completed when the user confirms that the problem is solved, the customer service is switched to the artificial customer service when the user confirms that the problem is not solved, and the user clicks the artificial customer service link and then switches to the artificial customer service when the user cannot find the problem in the story line problem list;
customer complaint evaluation module: after the customer service confirms that one customer complaint is finished, the system automatically sends a grading system message to the user, and the user grades and leaves a message according to the service;
a message feedback module: and classifying the customer complaint data according to the scores, and uploading the scores of the customer complaints and the message data to a server for storage in real time.
In the technical scheme, the user customer service management method and the system for the client and the server have the beneficial effects that:
(1) When the user reflects the problem, the user does not need to quit the current game and go to the third-party communication software, so that the user can conveniently communicate with the customer service at any time in the game page, and an accident line database is established, so that the customer service is more efficient in solving the user problem.
(2) According to the method, the users are divided into high-value users and low-value users through formula calculation, the high-value default customer service is set as the artificial customer service, so that the high-value users can obtain better service and can relieve the pressure of the artificial customer service, and the high-value users and the low-value users can be updated in real time when calculation is carried out according to dynamic data of the users.
(3) According to the invention, the customer service of the low-value user is defaulted to be the robot customer service, so that the common problem which is easy to solve is processed more efficiently, and the heartbeat duration is set, so that the user can be automatically connected with the server in time when the user is disconnected.
(4) According to the invention, the satisfaction degree of the user on the problem solution is investigated in a scoring mode, the user is allowed to leave a message, the defects of the problem solution can be really known after the user is subjected to customer service, a better solution is provided for the problem which is not well solved through big data, the solution provided by the big data is stored in the accident line database after being checked, and the accident line database can be continuously and automatically improved.
Drawings
In order to more clearly illustrate the embodiments of the present application or technical solutions in the prior art, the drawings required in the embodiments will be briefly described below, it is obvious that the drawings in the following description are only some embodiments described in the present invention, and other drawings can be obtained by those skilled in the art according to these drawings.
Fig. 1 is a flowchart provided by an embodiment of a method and a system for managing user customer service at a client and a server according to the present invention.
Detailed Description
In order to make those skilled in the art better understand the technical solution of the present invention, the present invention will be further described in detail with reference to the accompanying drawings.
As shown in fig. 1, a method for managing a user service at a client and a server according to an embodiment of the present invention includes the following steps:
and acquiring user information: acquiring and storing user information, and then reporting the information encryption to a server through a client;
establishing communication: the long connection mode is adopted to keep the real-time connection between the customer service of the server and the user, and the user can communicate with the customer service in real time after the user enters the game;
editing a story line database: when a user reflects problems to a customer service, a service background automatically collects common problems and solutions of the common problems for storage, edits a storyline database for the common problems, classifies the common problems according to the storyline database, and edits a storyline problem list according to categories;
a step of providing a question list: the customer service searches a story line database according to the problems reflected by the user and provides a related story line problem list according to keywords in the information content sent by the user;
a question recovery step: the user clicks the corresponding problem in the story line problem list, and the customer service calls the corresponding solution mode in the story line database to automatically answer the user;
customer complaint evaluation step: after the customer service confirms that one customer complaint is finished, the system automatically sends a grading system message to the user, and the user grades and leaves a message according to the service;
message feedback step: and classifying the customer complaint data according to the scores, and uploading the scores and the message data of the customer complaints to a server side for storage in real time.
Specifically, the present embodiment includes the following steps:
acquiring user information: acquiring and storing user information, then reporting the encrypted information to a server through a client, and automatically classifying users into low-value users and high-value users by a service background according to the user information, wherein the user information comprises basic information of equipment and role information of the users;
establishing communication: the client side is connected with the service side in real time by adopting a long connection mode, and after a user enters a game, the user can communicate with the client side in real time, so that the user can directly contact the client side in the game without exiting the current application, the user information is automatically acquired, the client side can be actively contacted in the application, the client service experience of the user is greatly improved, the problem of processing the user is better solved, the heartbeat duration is set for the client side, whether the connection is interrupted or not is checked in the set duration, and after the interruption of the connection is checked, the client side is connected with the service side again, so that the client side can be automatically connected with the service side in time when the user is disconnected;
editing a story line database: when a user reflects problems to customer service, the service background automatically collects common problems and solutions of the common problems to store, edits a story line database for the common problems, classifies the story line database according to the story line database, and edits a story line problem list according to categories;
a step of providing a question list: the customer service searches a story line database according to the problems reflected by the user and provides a related story line problem list according to keywords in the information content sent by the user;
a question recovery step: the user clicks the corresponding problem in the storyline problem list, and the customer service calls the corresponding solution mode in the storyline database to automatically answer the user;
customer complaint evaluation step: after the customer service confirms that one customer complaint is finished, the system automatically sends a grading system message to the user, and the user grades and leaves a message according to the service;
message feedback step: and classifying the customer complaint data according to the scores, and uploading the scores of the customer complaints and the message data to a server for storage in real time.
According to the user customer service management method and system of the client and the server, when the user reflects the problem, the user does not need to quit the current game and go to the third-party communication software, so that the user can conveniently communicate with the customer service at any time in the game page, and the accident line database is established, so that the customer service is more efficient when solving the user problem.
In still another embodiment provided by the invention, the customer service comprises manual customer service and robot customer service, the customer service defaults of low-value users are set as the robot customer service, and the customer service defaults of high-value users are set as the manual customer service.
In another embodiment provided by the invention, because a time gap may exist in the communication between the customer service and the user, when the user sends a problem and goes off-line, the customer service still responds to the user and pushes the information to inform the user through a mobile phone pushing function, so that the user can read the content responded by the customer service even after going off-line, and after the user goes on-line, the user can be prompted to have a new readable message when the user has an unread message, so that the user can know that the unread message exists after logging in a game application, the edited reply content is stored in a message type table by the artificial customer service, and the stored message can be used for quick reply when the same problem is met, thereby realizing the effect of quick reply; after a user sends a message, the corresponding artificial customer service is switched to the robot customer service when the artificial customer service is offline, the robot customer service firstly judges whether the problem is a common problem or not, and when the problem is not a common problem, the robot customer service automatically replies the message through a semantic algorithm, so that the function of automatically replying the problem which is not a common problem by the robot customer service is realized; in the step of providing the problem list, the story line problem list comprises manual customer service links, in the step of replying the problems, after the user answers automatically, an inquiry option for judging whether the problems are solved or not is popped up immediately, when the user confirms that the problems are solved, the customer service confirms that the customer complaint is completed, firstly, the problem is confirmed by the user, then, the customer service confirms the problem solving, the problem solving is more accurate, when the user confirms that the problems are not solved, the manual customer service is switched, when the user cannot find the problems in the story line problem list, the user clicks the manual customer service links and then switches the manual customer service, and the difficult problems encountered by the game user are solved through the manual customer service.
In another embodiment provided by the present invention, the basic information of the device includes the price of the device, the price of the device is obtained by searching on the internet according to the device model of the user, the price of the device has a certain correlation with the value of the user, because the game application has a certain requirement on the hardware configuration of the device, such as the performance of a CPU, the operating memory, the heat dissipation performance of the device, and the like, the device with high hardware configuration is generally higher in price, that is, the higher the price of the device is, the higher the loyalty of the user to the game is, the lower the price of the device is, the experience of the device with lower price when the device with higher price is operating the high-quality game is poor, and the loyalty of the user is lower, so the value of the user is lower, and the role information of the user includes the latest game recharging time of the user, the recharging frequency in one month, and the total recharging amount in one month, so that: the price of the equipment is M, the time of the user for recharging the latest game is D, the recharging frequency in one month is F, and the total recharging amount in one month is Z, so that the high-value user meets the following formula:
for example: device price M =5000 for user 1; the time of the last game recharge of the user 1 is D =10 days; the user 1 charges with a frequency of F =4 within one month; the total amount of recharging for the user 1 in one month is Z =3000 yuan, and the data are substituted into a formula:
the user 1 is a high-value user, and the basis of formula calculation is user dynamic data, so that the high-value user and the low-value user can be updated in real time according to user information uploaded by the user each time the user logs in when the calculation is performed.
In another embodiment of the present invention, in the customer complaint evaluation step, the score of the customer complaint is a natural number between 1 and 10, and in the message feedback step, the classification process of the customer complaint data includes the following steps:
sorting the customer complaint data from low to high according to the scores;
classifying the customer complaint data between 1 and 4 points as low scores, classifying the customer complaint data between 5 and 7 points as medium scores, and classifying the customer complaint data between 8 and 10 points as good scores;
performing semantic recognition on reaction problems and messages in the low-evaluation customer complaint data, and searching a solution mode through big data;
and auditing and verifying the searched solutions, transmitting the solutions passing the verification to a story line database, updating a story line problem list, investigating the satisfaction degree of a user on the problems by a grading mode, leaving messages for the user, really knowing the defects of the problems after the user is subjected to customer service, providing a better solution for solving the poor problems by big data, and storing the solutions provided by the big data in an accident line database after the solutions are verified so that the accident line database can be continuously and automatically improved.
A customer service management system for a client and a server is characterized by comprising the following modules:
a user information acquisition module: acquiring and storing user information, then reporting the information encryption to a server through a client, automatically classifying the users into low-value users and high-value users by a service background according to the user information, wherein the user information comprises basic information of equipment and role information of the users, the basic information of the equipment comprises the price of the equipment, and the role information of the users comprises the latest game recharging time, the recharging frequency in one month and the total recharging amount in one month of the users, so that: the price of the equipment is M, the time of the user for recharging the latest game is D, the recharging frequency in one month is F, and the total recharging amount in one month is Z, so that the high-value user meets the following formula:
establishing a communication module: the client side is connected with the user in real time in a long connection mode, the user can communicate with the client side in real time after the user enters a game, the heartbeat time length is set for the client side, whether the connection is interrupted or not is checked in the set time length, and the client side is connected with the server side again after the interruption of the connection is checked;
editing a storyline database module: when a user reflects problems to a customer service, a service background automatically collects common problems and solutions of the common problems for storage, edits a storyline database for the common problems, classifies the common problems according to the storyline database, and edits a storyline problem list according to categories;
a provide problem list module: the customer service searches a story line database according to the problems reflected by the user and provides a related story line problem list according to keywords in the information content sent by the user;
a question reply module: the user clicks a corresponding problem in the story line problem list, the customer service calls a corresponding solution in the story line database to automatically answer the user, an inquiry option for judging whether the problem is solved or not is immediately popped up after the user automatically answers the problem, the customer service confirms that the customer complaint is completed when the user confirms that the problem is solved, the customer service is switched to the artificial customer service when the user confirms that the problem is not solved, and the user clicks the artificial customer service link and then switches to the artificial customer service when the user cannot find the problem in the story line problem list;
customer appeal evaluation module: after the customer service confirms that one customer complaint is finished, the system automatically sends a grading system message to the user, and the user grades and leaves a message according to the service;
a message feedback module: and classifying the customer complaint data according to the scores, and uploading the scores of the customer complaints and the message data to a server for storage in real time.
While certain exemplary embodiments of the present invention have been described above by way of illustration only, it will be apparent to those of ordinary skill in the art that the described embodiments may be modified in various different ways without departing from the spirit and scope of the present invention. Accordingly, the drawings and description are illustrative in nature and should not be construed as limiting the scope of the invention.
Claims (10)
1. A customer service management method for a client and a server is characterized by comprising the following steps:
and acquiring user information: acquiring and storing user information, and then reporting the information encryption to a server through a client;
establishing communication: the long connection mode is adopted to keep the real-time connection between the customer service of the service end and the user, and after the user enters the game, the user can communicate with the customer service in real time;
editing a story line database: when a user reflects problems to customer service, the service background automatically collects common problems and solutions of the common problems to store, edits a story line database for the common problems, classifies the story line database according to the story line database, and edits a story line problem list according to categories;
a step of providing a question list: the customer service searches a story line database according to the problems reflected by the user and provides a related story line problem list according to keywords in the information content sent by the user;
a question recovery step: the user clicks the corresponding problem in the storyline problem list, and the customer service calls the corresponding solution mode in the storyline database to automatically answer the user;
customer complaint evaluation step: after the customer service confirms that one customer complaint is finished, the system automatically sends a grading system message to the user, and the user grades and leaves a message according to the service;
message feedback step: and classifying the customer complaint data according to the scores, and uploading the scores and the message data of the customer complaints to a server side for storage in real time.
2. The method as claimed in claim 1, wherein in the step of obtaining the user information, the service background automatically classifies the user into a low-value user and a high-value user according to the user information, and the user information includes basic information of the device and role information of the user.
3. The method as claimed in claim 1, wherein in the step of establishing communication, a heartbeat duration is set for the client, whether the connection is interrupted is checked for a predetermined duration, and when the interruption is checked, the client is reconnected to the server.
4. The method as claimed in claim 2, wherein the customer service includes manual customer service and robot customer service, and the customer service of low value user is set as robot customer service by default, and the customer service of high value user is set as manual customer service by default.
5. The method as claimed in claim 4, wherein the customer service server still responds to the user after the user goes offline and pushes the information to notify the user through a mobile phone pushing function, and after the user goes online, the user is prompted to have a new readable message when there is an unread message, and the manual customer service server stores the edited reply content in the message class table.
6. The method as claimed in claim 4, wherein the user service management method comprises the steps of switching to the robot service when the user sends a message and the manual service is offline, the robot service firstly judging whether the problem is a common problem, and automatically replying the message through a semantic algorithm when the problem is not determined to be a common problem.
7. The method as claimed in claim 1, wherein in the step of providing the problem list, the story line problem list includes a manual customer service link, in the step of replying the problem, after automatically answering the user, a question option for whether the problem is solved is immediately popped up, when the user confirms the problem is solved, the customer service confirms that the customer complaint is completed, when the user confirms that the problem is not solved, the manual customer service is switched, and when the user does not find the problem in the story line problem list, the user clicks the manual customer service link and then the manual customer service is switched.
8. The customer service management method of the client and the server according to claim 2, wherein the basic information of the device includes a price of the device, the role information of the user includes a time of the user's last game recharge, a recharge frequency within one month and a total recharge amount within one month, and the order of: the price of the equipment is M, the time of the user for recharging the latest game is D, the recharging frequency in one month is F, and the total recharging amount in one month is Z, so that the high-value user meets the following formula:
9. the customer service management method for the client and the server according to claim 1, wherein in the customer complaint evaluation step, the customer complaint score ranges from 1 to 10 natural numbers, and in the message feedback step, the classification process of the customer complaint data comprises the following steps:
sorting the customer complaint data from low to high according to the scores;
classifying the customer complaint data between 1 and 4 points as low scores, classifying the customer complaint data between 5 and 7 points as medium scores, and classifying the customer complaint data between 8 and 10 points as good scores;
performing semantic recognition on reaction problems and messages in the low-evaluation customer complaint data, and searching a solution mode through big data;
and auditing and verifying the searched solution modes, transmitting the solution modes passing the verification to a story line database, and updating a story line problem list.
10. A customer service management system of a client and a server is characterized by comprising the following modules:
a user information acquisition module: acquiring and storing user information, then reporting the information encryption to a server through a client, automatically classifying the users into low-value users and high-value users by a service background according to the user information, wherein the user information comprises basic information of equipment and role information of the users, the basic information of the equipment comprises the price of the equipment, the role information of the users comprises the latest game recharging time of the users, the recharging frequency in one month and the total recharging amount in one month, and the order is as follows: the price of the equipment is M, the time of the user for recharging the latest game is D, the recharging frequency in one month is F, and the total recharging amount in one month is Z, so that the high-value user meets the following formula:
establishing a communication module: the method comprises the following steps that a long connection mode is adopted to keep real-time connection between customer service and a user of a server, after the user enters a game, the user can communicate with the customer service in real time, heartbeat time is set for a client, whether connection is interrupted or not is checked in a specified time period, and when the connection is interrupted, the client is connected with the server again;
editing a storyline database module: when a user reflects problems to a customer service, a service background automatically collects common problems and solutions of the common problems for storage, edits a storyline database for the common problems, classifies the common problems according to the storyline database, and edits a storyline problem list according to categories;
a provide problem list module: the customer service searches a story line database according to the problems reflected by the user and provides a related story line problem list according to keywords in the information content sent by the user;
a question reply module: the user clicks a corresponding problem in the story line problem list, the customer service calls a corresponding solution in the story line database to automatically answer the user, an inquiry option for judging whether the problem is solved or not is immediately popped up after the user automatically answers the problem, the customer service confirms that the customer complaint is completed when the user confirms that the problem is solved, the customer service is switched to the artificial customer service when the user confirms that the problem is not solved, and the user clicks the artificial customer service link and then switches to the artificial customer service when the user cannot find the problem in the story line problem list;
customer appeal evaluation module: after the customer service confirms that one customer complaint is finished, the system automatically sends a grading system message to the user, and the user grades and leaves a message according to the service;
a message feedback module: and classifying the customer complaint data according to the scores, and uploading the scores and the message data of the customer complaints to a server side for storage in real time.
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