CN116016410A - Service communication method and device, electronic equipment and storage medium - Google Patents
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Abstract
The invention provides a service communication method, a device, electronic equipment and a storage medium, wherein a friend association relationship between service communication accounts and user accounts is obtained, and each service communication account is associated with a plurality of user accounts; configuring a plurality of service communication accounts for each customer service management account, and providing a customer service communication function block, wherein the customer service communication function block provides a real-time information transfer link between the service communication account and the user account; after a customer service person logs in a customer service management account, calling a customer service communication function block, acquiring customer service information input by the customer service person through the service communication account, and sending the customer service information to a user account through a real-time information transmission link. The account management cost of the service providing side in the service communication process can be reduced, and meanwhile, the communication personnel of the service providing side are replaced and reflected to the same account at the user side, so that the user experience is improved.
Description
Technical Field
The disclosure relates to the technical field of instant messaging, and in particular relates to a service communication method, a device, electronic equipment and a storage medium.
Background
Instant Messaging (IM) refers to a service capable of sending and receiving internet messages and the like in real time. With the continuous development of instant messaging, the instant messaging has become an indispensable communication tool in daily life and work business of people. Under the condition that the current online service is gradually rich, customer service of an enterprise or a network platform for a customer is greatly facilitated, the service requirement of the customer can be met on line in real time, and customer experience is improved.
Currently, aiming at the existing operation management scene of communication IM software or private users, on the premise that the users and the communication IM software have strong friend binding relationship, customer service or sales agents touch the users through a platform to solve the following problems: if the number of customer service or sales agent personnel is small, but the number of IM software accounts is large, one customer service or sales agent personnel is required to manage and log in and reply to a plurality of IM software accounts, and the cost of using a plurality of mobile phones or webpage versions is high; the mobile frequency of customer service or sales agent personnel is high, so that the account management cost is increased, the security difficulty of customer information is high, and sensitive information is easy to leak; the customer service scene and the sales scene have different requirements on the seat, so that different professional problems are generally solved and followed by different people, the difficulty of multi-person service of communication software based on friend relations is increased, and the service personnel in different scenes are required to log in the same account to perform online communication service.
Disclosure of Invention
The embodiment of the disclosure provides at least a service communication method, a device, an electronic device and a storage medium, which can reduce account management cost of a service providing side in a service communication process, and simultaneously, the communication personnel replacement of the service providing side is reflected to the same account at a user side, so that user experience is improved.
The embodiment of the disclosure provides a service communication method, which comprises the following steps:
acquiring friend association relations between service communication accounts and user accounts, wherein each service communication account is associated with a plurality of user accounts;
configuring a plurality of service communication accounts for each customer service management account, and providing a customer service communication function block, wherein the customer service communication function block provides a real-time information transfer link between the service communication account and the user account;
after a customer service person logs in the customer service management account, calling the customer service communication function block to acquire customer service information input by the customer service person through the service communication account, and sending the customer service information to the user account through the real-time information transfer link.
In an alternative embodiment, the method further comprises:
providing a sales communication function block;
when sales lead information identified by the customer service personnel is detected, the sales lead information is sent to the sales communication functional block;
responding to the selection operation of sales personnel for the sales lead information, and determining a target user account corresponding to the sales lead information;
determining a target service communication account number associated with the target user account number, and transferring the real-time information transfer link between the target user account number and the target service communication account number to the sales communication function block;
and calling the sales communication function block, acquiring sales service information input by the sales personnel, and transmitting the sales service information to the target user account through the real-time information transmission link by utilizing the target service communication account.
In an alternative embodiment, the customer service personnel logs in the customer service management account by using own identity ID, wherein the customer service management account supports different identity ID logins;
and storing a communication record corresponding to each identity ID in real time, and binding the communication record with the identity ID.
In an optional implementation manner, after the customer service personnel logs in the customer service management account, the customer service communication function block is called to obtain customer service information input by the customer service personnel by using the service communication account, and the customer service information is sent to the user account through the real-time information transfer link, and the method further includes:
determining a target Identity (ID) corresponding to the customer service personnel;
in all the communication records, a target communication record bound with the target identity ID is called;
and displaying the target communication record through the customer service communication function block.
In an alternative embodiment, the customer service communication function block provides a first interactive interface;
providing a service communication account selection column, a user account selection column and an information channel through column in the first interactive interface, wherein a plurality of service communication accounts configured by the customer service management account currently are displayed in the service communication account selection column;
responding to the selection operation of the customer service personnel on the service communication account, and displaying a plurality of user accounts associated with the selected service communication account in the user account selection column;
and responding to the selection operation of the customer service personnel on the user account, and displaying an information communication interface with the selected user account in the information channel column.
In an alternative embodiment, the sales communication function block provides a second interactive interface;
providing a sales lead information column and an information channel column in the second interactive interface, wherein the sales lead information column displays the sales lead information;
and responding to the selection operation of the sales personnel for the sales lead information, and displaying an information communication interface between the selected sales lead information and the corresponding target user account in the information channel column.
The embodiment of the disclosure also provides a service communication device, which comprises:
the system comprises an acquisition module, a service communication account number acquisition module and a user account number acquisition module, wherein the acquisition module is used for acquiring a friend association relationship between the service communication account number and the user account number, and each service communication account number is associated with a plurality of user account numbers;
the function providing module is used for configuring a plurality of service communication accounts for each customer service management account and providing a customer service communication function block, wherein the customer service communication function block provides a real-time information transmission link between the service communication account and the user account;
and the customer service information communication module is used for calling the customer service communication function block after a customer service person logs in the customer service management account, acquiring customer service information input by the customer service person by using the service communication account, and sending the customer service information to the user account through the real-time information transmission link.
In an alternative embodiment, the device further includes a sales information communication module, where the sales information communication module is configured to:
providing a sales communication function block;
when sales lead information identified by the customer service personnel is detected, the sales lead information is sent to the sales communication functional block;
responding to the selection operation of sales personnel for the sales lead information, and determining a target user account corresponding to the sales lead information;
determining a target service communication account number associated with the target user account number, and transferring the real-time information transfer link between the target user account number and the target service communication account number to the sales communication function block;
and calling the sales communication function block, acquiring sales service information input by the sales personnel, and transmitting the sales service information to the target user account through the real-time information transmission link by utilizing the target service communication account.
The embodiment of the disclosure also provides an electronic device, including: a processor, a memory and a bus, the memory storing machine-readable instructions executable by the processor, the processor and the memory communicating over the bus when the electronic device is running, the machine-readable instructions when executed by the processor performing the above-described service communication method, or steps in any of the possible embodiments of the above-described service communication method.
Embodiments of the present disclosure also provide a computer readable storage medium having a computer program stored thereon, which when executed by a processor performs the above-described service communication method, or steps in any one of the possible implementations of the above-described service communication method.
Embodiments of the present disclosure also provide a computer program product comprising a computer program/instructions which, when executed by a processor, implement the above-described service communication method, or steps in any one of the possible implementation manners of the above-described service communication method.
According to the service communication method, the device, the electronic equipment and the storage medium, the friend association relationship between the service communication accounts and the user accounts is obtained, wherein each service communication account is associated with a plurality of user accounts; configuring a plurality of service communication accounts for each customer service management account, and providing a customer service communication function block, wherein the customer service communication function block provides a real-time information transfer link between the service communication account and the user account; after a customer service person logs in the customer service management account, calling the customer service communication function block to acquire customer service information input by the customer service person through the service communication account, and sending the customer service information to the user account through the real-time information transfer link. The account management cost of the service providing side in the service communication process can be reduced, and meanwhile, the communication personnel of the service providing side are replaced and reflected to the same account at the user side, so that the user experience is improved.
The foregoing objects, features and advantages of the disclosure will be more readily apparent from the following detailed description of the preferred embodiments taken in conjunction with the accompanying drawings.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present disclosure, the drawings required for the embodiments are briefly described below, which are incorporated in and constitute a part of the specification, these drawings showing embodiments consistent with the present disclosure and together with the description serve to illustrate the technical solutions of the present disclosure. It is to be understood that the following drawings illustrate only certain embodiments of the present disclosure and are therefore not to be considered limiting of its scope, for the person of ordinary skill in the art may admit to other equally relevant drawings without inventive effort.
FIG. 1 is a flow chart illustrating a method of service communication provided by an embodiment of the present disclosure;
FIG. 2 illustrates a flow chart of another service communication method provided by an embodiment of the present disclosure;
FIG. 3 is a schematic diagram of a service communication device according to an embodiment of the disclosure;
fig. 4 shows a schematic diagram of an electronic device provided by an embodiment of the disclosure.
Detailed Description
For the purposes of making the objects, technical solutions and advantages of the embodiments of the present disclosure more apparent, the technical solutions in the embodiments of the present disclosure will be clearly and completely described below with reference to the drawings in the embodiments of the present disclosure, and it is apparent that the described embodiments are only some embodiments of the present disclosure, but not all embodiments. The components of the embodiments of the present disclosure, which are generally described and illustrated in the figures herein, may be arranged and designed in a wide variety of different configurations. Thus, the following detailed description of the embodiments of the present disclosure provided in the accompanying drawings is not intended to limit the scope of the disclosure, as claimed, but is merely representative of selected embodiments of the disclosure. All other embodiments, which can be made by those skilled in the art based on the embodiments of this disclosure without making any inventive effort, are intended to be within the scope of this disclosure.
It should be noted that: like reference numerals and letters denote like items in the following figures, and thus once an item is defined in one figure, no further definition or explanation thereof is necessary in the following figures.
The term "and/or" is used herein to describe only one relationship, meaning that there may be three relationships, e.g., a and/or B, which may mean: a exists alone, A and B exist together, and B exists alone. In addition, the term "at least one" herein means any one of a plurality or any combination of at least two of a plurality, for example, including at least one of A, B, C, and may mean including any one or more elements selected from the group consisting of A, B and C.
According to research, at present, aiming at the existing operation management scene of communication IM software or private users, under the premise that the users and the communication IM software have strong friend binding relations, the following problems exist when customer service or sales agents touch the users through a platform: if the number of customer service or sales agent personnel is small, but the number of IM software accounts is large, one customer service or sales agent personnel is required to manage and log in and reply to a plurality of IM software accounts, and the cost of using a plurality of mobile phones or webpage versions is high; the mobile frequency of customer service or sales agent personnel is high, so that the account management cost is increased, the security difficulty of customer information is high, and sensitive information is easy to leak; the customer service scene and the sales scene have different requirements on the seat, so that different professional problems are generally solved and followed by different people, the difficulty of multi-person service of communication software based on friend relations is increased, and the service personnel in different scenes are required to log in the same account to perform online communication service.
Based on the above researches, the disclosure provides a service communication method, a device, an electronic device and a storage medium, by acquiring a friend association relationship between a service communication account and a user account, wherein each service communication account is associated with a plurality of user accounts; configuring a plurality of service communication accounts for each customer service management account, and providing a customer service communication function block, wherein the customer service communication function block provides a real-time information transfer link between the service communication account and the user account; after a customer service person logs in the customer service management account, calling the customer service communication function block to acquire customer service information input by the customer service person through the service communication account, and sending the customer service information to the user account through the real-time information transfer link. The account management cost of the service providing side in the service communication process can be reduced, and meanwhile, the communication personnel of the service providing side are replaced and reflected to the same account at the user side, so that the user experience is improved.
For the sake of understanding the present embodiment, first, a detailed description will be given of a service communication method disclosed in the present embodiment, and an execution subject of the service communication method provided in the present embodiment is generally a computer device with a certain computing capability, where the computer device includes, for example: the terminal device, or server or other processing device, may be a User Equipment (UE), mobile device, user terminal, cellular telephone, cordless telephone, personal digital assistant (Personal Digital Assistant, PDA), handheld device, computing device, vehicle mounted device, wearable device, etc. In some possible implementations, the service communication method may be implemented by a processor invoking computer readable instructions stored in a memory.
Referring to fig. 1, a flowchart of a service communication method according to an embodiment of the disclosure is shown, where the method includes steps S101 to S103, where:
s101, acquiring friend association relations between service communication accounts and user accounts, wherein each service communication account is associated with a plurality of user accounts.
In a specific implementation, a service communication account and a user account are provided in an online customer service scene, the service communication account and the user account are Instant Messaging (IM) software accounts, and data synchronization is performed through a friend relationship pulling interface provided by a software service provider of the IM accounts, so that a friend association relationship between the service communication account and the user account is obtained.
Here, the service communication account is an IM account used by a customer service person on the service providing side for communication with the user; the user account is an IM account which is used by the user at the user side and has a friend relationship with the service communication account.
It should be noted that, each service communication account is associated with a plurality of user accounts, that is, each service communication account is added with friends of a plurality of user accounts, and a friend association relationship between each service account and the user account is a binding relationship.
Further, after data synchronization is performed through a friend relation pulling interface provided by a software service provider of the IM account, update and pushing information of the friend relation pulling interface is monitored in real time, and maintenance is performed in time for changing of friend association relations between the service communication account and the user account.
As a possible implementation manner, after the friend association relationship between the service communication account and the user account is obtained, a friend association relationship mapping table between the service communication account and the user account may be further established, and the friend association relationship mapping table is stored in a database so as to be used.
S102, configuring a plurality of service communication accounts for each customer service management account, and providing a customer service communication function block, wherein the customer service communication function block provides a real-time information transfer link between the service communication account and the user account.
In a specific implementation, customer service management accounts are provided in an online customer service scene, a binding relationship between the customer service management accounts and service communication accounts is established, and a plurality of service communication accounts are configured for each customer service management account.
The customer service management account number is an account number for customer service personnel on a service providing side to log in a customer service workbench and communicate customer service, and the customer service personnel logs in the customer service management account number by using the self identity ID.
Here, the customer service management account numbers and the service communication account numbers are in a one-to-many correspondence, and each customer service management account number manages a plurality of service communication account numbers, that is, after one customer service logs in the customer service management account numbers, the customer service management account numbers can reply to the conversations with the user account numbers under the plurality of service communication account numbers.
It should be noted that, the customer service management account supports different ID logins, that is, one customer service management account can be logged in by different customer service personnel using their own ID.
Alternatively, the ID may be information such as a job number of a customer service person, and may be selected according to actual needs, which is not particularly limited herein.
As a possible implementation manner, for each identity ID, a communication record corresponding to the identity ID is stored in real time, and the communication record is bound with the identity ID.
Furthermore, a customer service workbench for customer service business of a service providing side is provided with a customer service communication function block, and the customer service communication function block provides a real-time information transmission link between a service communication account number and a user account number.
Here, the customer service communication function block is in the form of an IM software tool, and provides a messaging channel between the customer service and the user to complete real-time communication.
Specifically, the customer service communication function block provides a first interactive interface; providing a service communication account selection column, a user account selection column and an information channel through column in a first interactive interface, wherein a plurality of service communication accounts configured by a current customer service management account are displayed in the service communication account selection column; responding to the selection operation of customer service personnel for the service communication account, and displaying a plurality of user accounts associated with the selected service communication account in a user account selection column; responding to the selection operation of customer service personnel for the user account, and displaying an information communication interface with the selected user account in an information communication column.
The first interactive interface is an aggregated chat view, and after the customer service personnel logs in the customer service management account, the binding relationship between the customer service management account and the plurality of service communication accounts and the binding relationship between each service communication account and the plurality of user accounts are displayed to the customer service personnel.
The customer service personnel can select the required service communication account in the service communication account selection column in the interactive interface, and the user account displayed in the user account selection column is updated to a plurality of user accounts bound with the selected service communication account after the selection.
Further, after the user account selection field selects the user account to be communicated, the chat interface between the selected user accounts is displayed in the information channel field.
Therefore, whether customer service personnel are replaced or not, the service communication accounts seen by the user side are the same account, and the user experience is improved.
S103, after the customer service personnel logs in the customer service management account, calling the customer service communication function block to acquire customer service information input by the customer service personnel through the service communication account, and sending the customer service information to the user account through the real-time information transfer link.
In a specific implementation, after a customer service person logs in a customer service management account, the customer service communication function block is called, and real-time communication between the service communication account and the user account is completed through a real-time information transmission link provided by the customer service communication function block.
As a possible implementation manner, in the embodiment of the present application, a sales communication function block is further provided, and the service communication method further includes steps 1 to 4:
and step 1, when the sales lead information marked by the customer service personnel is detected, the sales lead information is sent to the sales communication functional block.
And step 2, responding to the selection operation of sales personnel for the sales lead information, and determining a target user account corresponding to the sales lead information.
And 3, determining a target service communication account number associated with the target user account number, and transferring the real-time information transfer link between the target user account number and the target service communication account number to the sales communication function block.
And step 4, calling the sales communication function block, acquiring sales service information input by the sales personnel, and transmitting the sales service information to the target user account through the real-time information transmission link by utilizing the target service communication account.
In the implementation, in the communication process between the customer service personnel and the user, whether the user has the purchase intention of certain commodities can be judged through the chat content, when the user has the purchase intention, the sales cue information of the user can be identified in a manual identification mode, and after the sales cue information is identified by the customer service personnel, the sales cue information is issued to the sales communication functional block.
The sales communication function block is in the form of an IM software tool, and provides a messaging channel between sales personnel and users to complete real-time communication.
The sales lead information may be content such as merchandise that the user wishes to purchase, and the user's demand, and may be set according to actual needs, and is not particularly limited herein.
Specifically, the sales communication function block is provided with a second interactive interface; providing a sales lead information bar and an information channel bar in the second interactive interface, wherein the sales lead information bar displays sales lead information; and responding to the selection operation of sales personnel on the sales lead information, and displaying an information communication interface between the selected sales lead information and the corresponding target user account in the information channel column.
Here, the first interactive interface is a chat view without friend relationship, and sales personnel can check and select sales lead information identified by customer service personnel in a sales lead information column in the interactive interface, and after selection, the content displayed in the information channel column is updated to be a chat interface between user accounts corresponding to the selected sales lead information.
Further, when the sales person chatts with the user account through the sales communication function block, the messaging channel used by the sales person is connected with the real-time information transmission link provided by the service communication function block.
Specifically, after sales personnel select sales lead information, a real-time information transfer link between a target user account and a corresponding target service communication account can be determined in the customer service communication function block according to the binding relationship between the user account and the service communication account, and the real-time information transfer link is transferred to the sales communication function block.
In this way, in the chat process of the salesperson and the user, the used communication account is also a service communication account with a friend relationship with the user, and the user side can realize communication with the customer service personnel and the salesperson only by binding the friend relationship with one service communication account. Different professional problems are solved and followed by different people aiming at the difference of the customer service scene and the sales scene on the seat requirements, but service communication accounts seen by the user side are the same account, and on the premise that the user does not feel, the experience of the user is improved, and meanwhile more professional and effective communication can be provided in different scenes.
According to the service communication method provided by the embodiment of the disclosure, the friend association relationship between the service communication accounts and the user accounts is obtained, wherein each service communication account is associated with a plurality of user accounts; configuring a plurality of service communication accounts for each customer service management account, and providing a customer service communication function block, wherein the customer service communication function block provides a real-time information transfer link between the service communication account and the user account; after a customer service person logs in the customer service management account, calling the customer service communication function block to acquire customer service information input by the customer service person through the service communication account, and sending the customer service information to the user account through the real-time information transfer link. The account management cost of the service providing side in the service communication process can be reduced, and meanwhile, the communication personnel of the service providing side are replaced and reflected to the same account at the user side, so that the user experience is improved.
Referring to fig. 2, a flowchart of another service communication method according to an embodiment of the disclosure is shown, where the method includes steps S201 to S206, where:
s201, acquiring a friend association relationship between a service communication account and a user account, wherein each service communication account is associated with a plurality of user accounts;
s202, configuring a plurality of service communication accounts for each customer service management account, and providing a customer service communication function block, wherein the customer service communication function block provides a real-time information transfer link between the service communication account and the user account;
s203, after the customer service personnel logs in the customer service management account, calling the customer service communication function block to acquire customer service information input by the customer service personnel through the service communication account, and sending the customer service information to the user account through the real-time information transfer link.
Here, the steps S201 to S203 are substantially the same as the steps S101 to S103, have the same implementation manner and can achieve the same technical effects, and will not be described in detail.
S204, determining a target identity ID corresponding to the customer service personnel;
s205, in all the communication records, a target communication record bound with the target identity ID is called;
s206, displaying the target communication record through the customer service communication function block.
In a specific implementation, the customer service management account supports a plurality of different identity IDs to log in, in order to avoid that different customer service personnel log in the same customer service management account and cause confusion of communication contents with users, in the process that the customer service personnel communicate with the users, the stored communication records are stored in a classified mode according to the different identity IDs of the logged customer service management account, and after each customer service personnel log in the customer service management account by using the self identity ID, the communication records displayed to the customer service personnel are communication records of the customer service personnel and the users, so that the situation of confusion of the communication contents is avoided.
Furthermore, after the customer service personnel logs in the customer service management account, all complete communication records of the customer service management account can be selected to be checked so as to accept the context, and a seamless communication environment is provided for the user.
As a possible implementation manner, in the sales communication scenario, in the sales communication function block, the complete communication record of the target user account number displayed in the current communication may also select to view only the communication record between itself and the target user account number.
According to the service communication method provided by the embodiment of the disclosure, the friend association relationship between the service communication accounts and the user accounts is obtained, wherein each service communication account is associated with a plurality of user accounts; configuring a plurality of service communication accounts for each customer service management account, and providing a customer service communication function block, wherein the customer service communication function block provides a real-time information transfer link between the service communication account and the user account; after a customer service person logs in the customer service management account, calling the customer service communication function block to acquire customer service information input by the customer service person through the service communication account, and sending the customer service information to the user account through the real-time information transfer link. The account management cost of the service providing side in the service communication process can be reduced, and meanwhile, the communication personnel of the service providing side are replaced and reflected to the same account at the user side, so that the user experience is improved.
It will be appreciated by those skilled in the art that in the above-described method of the specific embodiments, the written order of steps is not meant to imply a strict order of execution but rather should be construed according to the function and possibly inherent logic of the steps.
Based on the same inventive concept, the embodiments of the present disclosure further provide a service communication device corresponding to the service communication method, and since the principle of solving the problem by the device in the embodiments of the present disclosure is similar to that of the service communication method in the embodiments of the present disclosure, the implementation of the device may refer to the implementation of the method, and the repetition is omitted.
Referring to fig. 3, fig. 3 is a schematic diagram of a service communication device according to an embodiment of the disclosure. As shown in fig. 3, a service communication device 300 provided in an embodiment of the present disclosure includes:
the obtaining module 310 is configured to obtain a friend association relationship between a service communication account and a user account, where each service communication account is associated with a plurality of user accounts.
The function providing module 320 is configured to configure a plurality of service communication accounts for each customer service management account, and provide a customer service communication function block, where the customer service communication function block provides a real-time information transfer link between the service communication account and the user account.
And the customer service information communication module 330 is configured to invoke the customer service communication function block after a customer service person logs in the customer service management account, obtain customer service information input by the customer service person using the service communication account, and send the customer service information to the user account through the real-time information transfer link.
The process flow of each module in the apparatus and the interaction flow between the modules may be described with reference to the related descriptions in the above method embodiments, which are not described in detail herein.
According to the service communication device provided by the embodiment of the disclosure, a friend association relationship between a service communication account and a user account is obtained, wherein each service communication account is associated with a plurality of user accounts; configuring a plurality of service communication accounts for each customer service management account, and providing a customer service communication function block, wherein the customer service communication function block provides a real-time information transfer link between the service communication account and the user account; after a customer service person logs in the customer service management account, calling the customer service communication function block to acquire customer service information input by the customer service person through the service communication account, and sending the customer service information to the user account through the real-time information transfer link. The account management cost of the service providing side in the service communication process can be reduced, and meanwhile, the communication personnel of the service providing side are replaced and reflected to the same account at the user side, so that the user experience is improved.
Corresponding to the service communication method in fig. 1 and fig. 2, the embodiment of the disclosure further provides an electronic device 400, as shown in fig. 4, which is a schematic structural diagram of the electronic device 400 provided in the embodiment of the disclosure, including:
a processor 41, a memory 42, and a bus 43; memory 42 is used to store execution instructions, including memory 421 and external memory 422; the memory 421 is also referred to as an internal memory, and is used for temporarily storing operation data in the processor 41 and data exchanged with the external memory 422 such as a hard disk, and the processor 41 exchanges data with the external memory 422 through the memory 421, and when the electronic device 400 is operated, the processor 41 and the memory 42 communicate with each other through the bus 43, so that the processor 41 performs the steps of the service communication method in fig. 1 and 2.
The disclosed embodiments also provide a computer readable storage medium having a computer program stored thereon, which when executed by a processor performs the steps of the service communication method described in the above method embodiments. Wherein the storage medium may be a volatile or nonvolatile computer readable storage medium.
The embodiments of the present disclosure further provide a computer program product, where the computer program product includes computer instructions, and when the computer instructions are executed by a processor, the steps of the service communication method described in the foregoing method embodiments may be executed, and specifically, reference may be made to the foregoing method embodiments, which are not described herein.
Wherein the above-mentioned computer program product may be realized in particular by means of hardware, software or a combination thereof. In an alternative embodiment, the computer program product is embodied as a computer storage medium, and in another alternative embodiment, the computer program product is embodied as a software product, such as a software development kit (Software Development Kit, SDK), or the like.
It will be clear to those skilled in the art that, for convenience and brevity of description, reference may be made to the corresponding process in the foregoing method embodiment for the specific working process of the apparatus described above, which is not described herein again. In the several embodiments provided in the present disclosure, it should be understood that the disclosed apparatus and method may be implemented in other manners. The above-described apparatus embodiments are merely illustrative, for example, the division of the units is merely a logical function division, and there may be other manners of division in actual implementation, and for example, multiple units or components may be combined or integrated into another system, or some features may be omitted, or not performed. Alternatively, the coupling or direct coupling or communication connection shown or discussed with each other may be through some communication interface, device or unit indirect coupling or communication connection, which may be in electrical, mechanical or other form.
The units described as separate units may or may not be physically separate, and units shown as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution of this embodiment.
In addition, each functional unit in each embodiment of the present disclosure may be integrated in one processing unit, or each unit may exist alone physically, or two or more units may be integrated in one unit.
The functions, if implemented in the form of software functional units and sold or used as a stand-alone product, may be stored in a non-volatile computer readable storage medium executable by a processor. Based on such understanding, the technical solution of the present disclosure may be embodied in essence or a part contributing to the prior art or a part of the technical solution, or in the form of a software product stored in a storage medium, including several instructions to cause a computer device (which may be a personal computer, a server, or a network device, etc.) to perform all or part of the steps of the method described in the embodiments of the present disclosure. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a random access Memory (Random Access Memory, RAM), a magnetic disk, or an optical disk, or other various media capable of storing program codes.
Finally, it should be noted that: the foregoing examples are merely specific embodiments of the present disclosure, and are not intended to limit the scope of the disclosure, but the present disclosure is not limited thereto, and those skilled in the art will appreciate that while the foregoing examples are described in detail, it is not limited to the disclosure: any person skilled in the art, within the technical scope of the disclosure of the present disclosure, may modify or easily conceive changes to the technical solutions described in the foregoing embodiments, or make equivalent substitutions for some of the technical features thereof; such modifications, changes or substitutions do not depart from the spirit and scope of the technical solutions of the embodiments of the disclosure, and are intended to be included within the scope of the present disclosure. Therefore, the protection scope of the present disclosure shall be subject to the protection scope of the claims.
Claims (10)
1. A method of service communication, comprising:
acquiring friend association relations between service communication accounts and user accounts, wherein each service communication account is associated with a plurality of user accounts;
configuring a plurality of service communication accounts for each customer service management account, and providing a customer service communication function block, wherein the customer service communication function block provides a real-time information transfer link between the service communication account and the user account;
after a customer service person logs in the customer service management account, calling the customer service communication function block to acquire customer service information input by the customer service person through the service communication account, and sending the customer service information to the user account through the real-time information transfer link.
2. The method according to claim 1, wherein the method further comprises:
providing a sales communication function block;
when sales lead information identified by the customer service personnel is detected, the sales lead information is sent to the sales communication functional block;
responding to the selection operation of sales personnel for the sales lead information, and determining a target user account corresponding to the sales lead information;
determining a target service communication account number associated with the target user account number, and transferring the real-time information transfer link between the target user account number and the target service communication account number to the sales communication function block;
and calling the sales communication function block, acquiring sales service information input by the sales personnel, and transmitting the sales service information to the target user account through the real-time information transmission link by utilizing the target service communication account.
3. The method according to claim 1, characterized in that:
the customer service personnel logs in the customer service management account by using the self identity ID, wherein the customer service management account supports different identity ID logins;
and storing a communication record corresponding to each identity ID in real time, and binding the communication record with the identity ID.
4. A method according to claim 3, wherein after the customer service person logs in the customer service management account, invoking the customer service communication function block to obtain customer service information input by the customer service person using the service communication account, and transmitting the customer service information to the user account through the real-time information transmission link, the method further comprises:
determining a target Identity (ID) corresponding to the customer service personnel;
in all the communication records, a target communication record bound with the target identity ID is called;
and displaying the target communication record through the customer service communication function block.
5. The method according to claim 1, characterized in that:
the customer service communication function block provides a first interactive interface;
providing a service communication account selection column, a user account selection column and an information channel through column in the first interactive interface, wherein a plurality of service communication accounts configured by the customer service management account currently are displayed in the service communication account selection column;
responding to the selection operation of the customer service personnel on the service communication account, and displaying a plurality of user accounts associated with the selected service communication account in the user account selection column;
and responding to the selection operation of the customer service personnel on the user account, and displaying an information communication interface with the selected user account in the information channel column.
6. The method according to claim 2, characterized in that:
the sales communication function block provides a second interactive interface;
providing a sales lead information column and an information channel column in the second interactive interface, wherein the sales lead information column displays the sales lead information;
and responding to the selection operation of the sales personnel for the sales lead information, and displaying an information communication interface between the selected sales lead information and the corresponding target user account in the information channel column.
7. A service communication device, comprising:
the system comprises an acquisition module, a service communication account number acquisition module and a user account number acquisition module, wherein the acquisition module is used for acquiring a friend association relationship between the service communication account number and the user account number, and each service communication account number is associated with a plurality of user account numbers;
the function providing module is used for configuring a plurality of service communication accounts for each customer service management account and providing a customer service communication function block, wherein the customer service communication function block provides a real-time information transmission link between the service communication account and the user account;
and the customer service information communication module is used for calling the customer service communication function block after a customer service person logs in the customer service management account, acquiring customer service information input by the customer service person by using the service communication account, and sending the customer service information to the user account through the real-time information transmission link.
8. The apparatus of claim 7, further comprising a sales information communication module configured to:
providing a sales communication function block;
when sales lead information identified by the customer service personnel is detected, the sales lead information is sent to the sales communication functional block;
responding to the selection operation of sales personnel for the sales lead information, and determining a target user account corresponding to the sales lead information;
determining a target service communication account number associated with the target user account number, and transferring the real-time information transfer link between the target user account number and the target service communication account number to the sales communication function block;
and calling the sales communication function block, acquiring sales service information input by the sales personnel, and transmitting the sales service information to the target user account through the real-time information transmission link by utilizing the target service communication account.
9. An electronic device, comprising: a processor, a memory and a bus, the memory storing machine-readable instructions executable by the processor, the processor and the memory in communication over the bus when the electronic device is running, the machine-readable instructions when executed by the processor performing the steps of the service communication method according to any one of claims 1 to 6.
10. A computer readable storage medium, characterized in that the computer readable storage medium has stored thereon a computer program which, when executed by a processor, performs the steps of the service communication method according to any of claims 1 to 6.
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