CN118195628A

CN118195628A - After-sales service method, device, equipment and storage medium

Info

Publication number: CN118195628A
Application number: CN202211599384.4A
Authority: CN
Inventors: 赵朦朦
Original assignee: Beijing Jingdong Zhenshi Information Technology Co Ltd
Current assignee: Beijing Jingdong Zhenshi Information Technology Co Ltd
Priority date: 2022-12-12
Filing date: 2022-12-12
Publication date: 2024-06-14

Abstract

The application discloses an after-sale service method, an after-sale service device, after-sale service equipment and a storage medium, and relates to the technical field of logistics. One embodiment of the method comprises the following steps: responding to receiving an after-sales service request sent by a user through a user terminal, and acquiring corresponding after-sales service information; determining matched after-sales service personnel according to the after-sales service information; and acquiring communication information of the after-sales service personnel, and pushing an after-sales service interface corresponding to the after-sales service request to the user terminal, wherein the after-sales service interface is used for displaying the communication information.

Description

After-sales service method, device, equipment and storage medium

Technical Field

The application relates to the technical field of logistics, in particular to the technical field of intelligent storage, and particularly relates to an after-sale service method, an after-sale service device, after-sale service equipment and a storage medium.

Background

In the current e-commerce platform, after a user purchases an article, the problem occurs when the article, and a merchant is required to provide after-sale service.

At present, after-sales service personnel are telephone contact users, the users are passively notified to contact, the time of the users is often inconsistent with that of the after-sales service personnel, so that the time needs to be contracted again, if the time of the users is changed, a scene that communication information is not stored frequently exists, and the after-sales service efficiency is low.

Disclosure of Invention

The embodiment of the application provides an after-sales service method, an after-sales service device, after-sales service equipment and a storage medium.

In a first aspect, embodiments of the present application provide an after-market service method comprising: responding to receiving an after-sales service request sent by a user through a user terminal, and acquiring corresponding after-sales service information; determining matched after-sales service personnel according to the after-sales service information; and acquiring communication information of the after-sales service personnel, and pushing an after-sales service interface corresponding to the after-sales service request to the user terminal, wherein the after-sales service interface is used for displaying the communication information.

In some embodiments, obtaining corresponding after-market service information includes: acquiring after-sales questions input by a user in an after-sales service interface through a user terminal; after-market service information matching the after-market problem is obtained.

In some embodiments, acquiring an after-market question entered by a user in an after-market service interface through a user terminal includes: receiving an after-sales problem picture uploaded by a user in an after-sales service interface through a user terminal; identifying a component of the after-market item in the after-market question picture; and constructing a template according to the names of the components and the corresponding problems, and acquiring the after-sales problems.

In some embodiments, building templates from the names of components and corresponding questions, obtaining after-market questions, includes: acquiring a problem construction template corresponding to the name of the component; and filling the names of the components into the areas to be filled in the problem construction template to generate after-sales problems.

In some embodiments, the after-market service method further comprises: acquiring after-sales service progress information from an after-sales service terminal; and pushing the after-sales service progress information to the user terminal so as to be displayed on an after-sales service interface.

In some embodiments, the after-market service method further comprises: pushing an after-sales service interface corresponding to the after-sales service request to an after-sales service terminal corresponding to an after-sales service person; and establishing instant communication between the user terminal and the after-sales service terminal through the after-sales service interface.

In some embodiments, the after-market service information includes at least one of: after-sales service type, after-sales service score, after-sales service address, after-sales item identification.

In a second aspect, embodiments of the present application provide an after-market service apparatus, the apparatus comprising: the information acquisition module is configured to respond to receiving an after-sales service request sent by a user through the user terminal and acquire corresponding after-sales service information; the terminal determining module is configured to determine matched after-sales service personnel according to the after-sales service information; the after-sales service module is configured to acquire communication information of after-sales service personnel and push an after-sales service interface corresponding to the after-sales service request to the user terminal, wherein the after-sales service interface is used for displaying the communication information.

In some embodiments, the information acquisition module comprises: a problem acquisition unit configured to acquire an after-sales problem input in an after-sales service interface by a user through a user terminal; and an information acquisition unit configured to acquire after-sales service information matched with the after-sales problem.

In some embodiments, the problem acquisition unit is further configured to: receiving an after-sales problem picture uploaded by a user in an after-sales service interface through a user terminal; identifying a component of the after-market item in the after-market question picture; and constructing a template according to the names of the components and the corresponding problems, and acquiring the after-sales problems.

In some embodiments, the problem acquisition unit is further configured to: acquiring a problem construction template corresponding to the name of the component; and filling the names of the components into the areas to be filled in the problem construction template to generate after-sales problems.

In some embodiments, the information acquisition module is configured to acquire after-service progress information from the after-service terminal; and the after-sales service module is configured to push the after-sales service progress information to the user terminal so as to be displayed on the after-sales service interface.

In some embodiments, the after-market service device further comprises: an interface pushing module configured to push an after-sales service interface corresponding to the after-sales service request to an after-sales service terminal corresponding to an after-sales service person; and the communication establishing module is configured to establish instant communication between the user terminal and the after-sales service terminal through the after-sales service interface.

In a third aspect, embodiments of the present application provide an electronic device comprising at least one processor; and a memory communicatively coupled to the at least one processor; wherein the memory stores instructions executable by the at least one processor to enable the at least one processor to perform the method as described in the first aspect.

In a fourth aspect, embodiments of the application provide a non-transitory computer-readable storage medium storing computer instructions for causing a computer to perform the method as described in the first aspect.

The after-sales service method, the after-sales service device, the after-sales service equipment and the storage medium provided by the embodiment of the application firstly acquire corresponding after-sales service information when receiving an after-sales service request sent by a user through a user terminal; then, according to the after-sales service information, determining matched after-sales service personnel; and then acquiring communication information of the after-sales service personnel, and pushing an after-sales service interface corresponding to the after-sales service request to the user terminal, wherein the after-sales service interface is used for displaying the communication information. When the after-sales service information determines the matched after-sales service personnel, the after-sales service interface is pushed to the user terminal to display the communication information of the after-sales service personnel, so that the user and the after-sales service personnel can keep communication through the communication information on the service interface, and the after-sales service efficiency is improved.

Drawings

Other features, objects and advantages of the present application will become more apparent upon reading of the detailed description of non-limiting embodiments, made with reference to the accompanying drawings in which:

FIG. 1 is an exemplary system architecture diagram in which the present application may be applied;

FIG. 2 is a flow chart of one embodiment of an after-market service method according to the present application;

FIG. 3 is a flow chart of one embodiment of an after-market service method according to the present application;

FIG. 4 is a flow chart of one embodiment of an after-market service method according to the present application;

FIG. 5 is a timing diagram for one embodiment of an after-market service method according to the present application;

FIG. 6 is an application scenario diagram of an after-market service method according to the present application;

FIG. 7 is a schematic structural view of an embodiment of an after-market service device according to the present application;

Fig. 8 is a schematic structural diagram of an electronic device suitable for use in implementing embodiments of the present application.

Detailed Description

The application is described in further detail below with reference to the drawings and examples. It is to be understood that the specific embodiments described herein are merely illustrative of the application and are not limiting of the application. It should be noted that, for convenience of description, only the portions related to the present application are shown in the drawings.

It should be noted that, without conflict, the embodiments of the present application and features of the embodiments may be combined with each other. The application will be described in detail below with reference to the drawings in connection with embodiments.

FIG. 1 illustrates an exemplary system architecture 100 in which embodiments of the after-market service methods and apparatus of the present application may be applied.

As shown in fig. 1, the system architecture 100 may include a user terminal 101, at least one after-market service terminal 102, a network 103, and an after-market service platform 104. The network 103 is a medium used to provide a communication link between the user terminal 101, at least one after-market service terminal 102, and the after-market service platform 104. The network 103 may include various connection types, such as wired, wireless communication links, or fiber optic cables, among others.

A user may interact with at least one after-market service terminal 102 and an after-market service platform 104, such as transmitting an after-market service request or the like, using user terminal 101 over network 103. Various client applications, intelligent interactive applications, may be installed on the user terminal 101 and the at least one after-market service terminal 102.

The user terminal 101 and the at least one after-market service terminal 102 may be hardware or software. When the user terminal 101 and at least one after-sales service terminal 102 are hardware, the terminal device may be an electronic product that performs man-machine interaction with a user through one or more modes of a keyboard, a touch pad, a touch screen, a remote controller, a voice interaction or handwriting device, such as a PC (Personal Computer ), a mobile phone, a smart phone, a PDA (Personal digital assistant), a wearable device, a PPC (Pocket PC, palm computer), a tablet computer, a smart car machine, a smart television, a smart speaker, a tablet computer, a laptop portable computer, a desktop computer, and so on. When the user terminal 101 and at least one after-market service terminal 102 are software, they may be implemented as a plurality of software or software modules, or as a single software or software module. The present invention is not particularly limited herein.

The after-market service platform 104 may provide various services. For example, the after-sales service platform 104 may obtain corresponding after-sales service information in response to receiving an after-sales service request sent by a user through a user terminal; determining matched after-sales service personnel according to the after-sales service information; and acquiring communication information of the after-sales service personnel, and pushing an after-sales service interface corresponding to the after-sales service request to the user terminal, wherein the after-sales service interface is used for displaying the communication information.

It should be noted that, the after-market service platform 104 may be hardware or software. When the after-market service platform 104 is hardware, it may be implemented as a distributed server cluster formed by a plurality of servers, or may be implemented as a single server. When the after-market service platform 104 is software, it may be implemented as multiple software or software modules (e.g., to provide distributed services), or as a single software or software module. The present invention is not particularly limited herein.

It should be noted that, the after-sales service method provided in the embodiment of the present application is generally executed by the after-sales service platform 104, and accordingly, the after-sales service device is generally disposed in the after-sales service platform 104.

It should be understood that the number of electronic devices, networks, user terminals, after-market service terminals, and after-market service platforms in fig. 1 is merely illustrative. Any number of electronic devices, networks, user terminals, after-market service terminals, and after-market service platforms may be provided as desired for implementation.

Referring to FIG. 2, a flow chart 200 of one embodiment of an after-market service method according to the present application is shown, which may include the steps of:

Step 201, in response to receiving an after-sales service request sent by a user through a user terminal, acquiring corresponding after-sales service information.

In this embodiment, the execution body of the after-sales service method (for example, the after-sales service platform 104 shown in fig. 1) may obtain corresponding after the after-sales service platform checks and passes when receiving the after-sales service request sent by the user through the user terminal (for example, the user terminal 101 shown in fig. 1). The after-market service request is used to request the after-market service platform (e.g., the after-market service platform 104 shown in fig. 1) to determine a corresponding after-market service terminal (e.g., the at least one after-market service terminal 102 shown in fig. 1) to perform the after-market service. The after-sales service information may be information related to an after-sales service, and for example, the after-sales service information may include at least one of: after-sales service type, after-sales service score, after-sales service address, after-sales item identification.

In one example, the after-market service method may further include: and displaying after-sales service information in an after-sales service interface corresponding to the after-sales service request.

In the after-sales service interface, the mode of displaying the after-sales service information includes at least one of the following: text, audio, pictures, animations and video.

For example, the after-market service information for the after-market problem "washing machine start button does not react" may be "check whether the washing machine is connected to the power supply". If the information type is text, the text of checking whether the washing machine is connected with a power supply is presented in an after-sales service interface; if the information type is audio, a voice playing button can be presented in the after-sales service interface, and when a user clicks the voice playing button, a synthesized voice of checking whether the washing machine is connected with a power supply is played; if the information type is a picture, the picture containing the action of checking whether the washing machine is connected with a power supply is displayed in an after-sales service interface; if the information type is animation, an animation playing button can be presented in the after-sales service interface, and when a user clicks the animation playing button, the animation containing the action behavior of how to check whether the washing machine is connected with a power supply is played; if the information type is video, a video play button can be presented in the after-sales service interface, and when the user clicks the video play button, the video containing the action behavior of how to check whether the washing machine is connected with the power supply is played.

In this example, by increasing the information presentation form of the after-sales service information, the diversity of the after-sales service information display can be increased.

Step 202, determining matched after-sales service personnel according to the after-sales service information.

In this embodiment, the executing entity may determine, according to the after-sales service information, an after-sales service person matching the after-sales service information. The after-market service terminal (e.g., at least one of the after-market service terminals 102 shown in fig. 1) may be configured to provide corresponding after-market services for an after-market service request sent by a user via a user terminal (e.g., the user terminal 101 shown in fig. 1).

In one example, the executing entity may pre-establish a correspondence between the after-sales service information and the after-sales service personnel, so that after the after-sales service information is acquired, the corresponding after-sales service personnel may be matched.

Correspondingly, in this example, the executing entity may also autonomously claim the after-service corresponding to the after-service information by the after-service personnel of the after-service terminal, so that the after-service personnel with which the after-service information matches may be determined. Or when a plurality of matched after-sales service personnel are determined according to the after-sales service information, the after-sales service personnel of the after-sales service terminal can also independently claim the after-sales service corresponding to the after-sales service information, so that the after-sales service personnel with the matched after-sales service information can be determined.

And 203, acquiring communication information of the after-sales service personnel, and pushing an after-sales service interface corresponding to the after-sales service request to the user terminal, wherein the after-sales service interface is used for displaying the communication information.

In this embodiment, after acquiring the communication information of the after-sales service personnel determined in step 202, the executing body may push an after-sales service interface corresponding to the after-sales service request to the user terminal, where the after-sales service interface is used for displaying the communication information.

In this embodiment, the communication information of the after-sales service personnel may be stored in the after-sales service platform in advance, and after the after-sales service terminal is determined, the communication information of the after-sales service personnel is obtained from the after-sales service platform; or acquiring the communication information of the after-sales service personnel corresponding to the after-sales service terminal from the after-sales service terminal.

Here, the communication information may be information for a user to perform communication interaction with an after-sales service person, for example, a phone number, a name, a fax number, an email, an instant messenger number, a personal home address, a company, an address, a zip code, a birthday, an avatar, and the like of the after-sales service person.

It should be noted that, after the after-sales service platform receives the after-sales service request initiated by the user through the after-sales service platform in step 201, an after-sales service interface corresponding to the after-sales service request may be displayed on the after-sales service platform, where the after-sales service interface may be used for the user of the user terminal to communicate with the after-sales service personnel of the after-sales service terminal, so as to timely and accurately perform the after-sales service.

After the after-sales service platform displays the after-sales service interface corresponding to the after-sales service request, the after-sales service interface can be pushed to the user terminal and/or the after-sales service terminal, so that the user of the user terminal can communicate with after-sales service personnel of the after-sales service terminal in time.

The following is an example of pushing an after-market service interface to a user terminal. The pushing of the after-sales service interface to the after-sales service terminal may be performed with reference to a manner of pushing to the user terminal.

In one example, pushing an after-market service interface corresponding to an after-market service request to a user terminal may include: pushing an after-sales service interface corresponding to the after-sales service request to a user terminal in a network link mode; and providing the after-sales service interface to the user of the user terminal according to the network link.

In one example, pushing an after-market service interface corresponding to an after-market service request to a user terminal may include: pushing an after-sales service interface corresponding to the after-sales service request to a user terminal in a two-dimensional code mode; and scanning the two-dimensional code through the user terminal so as to display the after-sales service interface on the user terminal, and pushing the after-sales service interface to the user terminal.

According to the after-sales service method provided by the embodiment, when an after-sales service request sent by a user through a user terminal is received, corresponding after-sales service information is acquired; then, according to the after-sales service information, determining matched after-sales service personnel; and then acquiring communication information of the after-sales service personnel, and pushing an after-sales service interface corresponding to the after-sales service request to the user terminal, wherein the after-sales service interface is used for displaying the communication information. When the after-sales service information determines the matched after-sales service personnel, the after-sales service interface is pushed to the user terminal to display the communication information of the after-sales service personnel, so that the user and the after-sales service personnel can keep communication through the communication information on the service interface, and the after-sales service efficiency is improved.

In some optional implementations of this embodiment, the after-market service method further comprises: acquiring after-sales service progress information from an after-sales service terminal; and pushing the after-sales service progress information to the user terminal so as to be displayed on an after-sales service interface.

In this implementation manner, the execution body may receive after-sales service progress information actively reported by an after-sales service person through an after-sales service terminal when timing or executing a part of after-sales service; or when the user inquires the after-sales service progress through the user terminal, the after-sales service terminal reports the after-sales service progress information to the after-sales service platform or the after-sales service platform sends a request for acquiring the after-sales service progress information to the after-sales service platform, and the after-sales service progress information is acquired from the after-sales service terminal.

Here, the after-sales service progress information may be used to characterize information corresponding to the degree to which the after-sales service personnel performs the after-sales service. The after-sales service progress information may include after-sales service status information and after-sales service time information, and the after-sales service status may include: in progress, cancelled and completed, such as in return or in exchange, in repair, etc., the after-market service time may be the time of creation of the corresponding after-market service status.

In one example, the after-market service progress information may be displayed at the after-market service platform in several ways: displaying after-sales service progress information through a progress bar; or displaying the after-sale service progress information in a log record mode.

After-sales service progress information is displayed on the after-sales service interface in a progress bar mode or a log recording mode, so that a user can conveniently and intuitively know the after-sales service progress, and user experience is improved.

Referring to FIG. 3, a flow chart 300 of one embodiment of an after-market service method according to the present application is shown, which may include the steps of:

Step 301, in response to receiving an after-sales service request sent by a user through a user terminal, acquiring an after-sales problem input in an after-sales service interface by the user through the user terminal.

In this embodiment, the execution subject of the after-sales service method (for example, the after-sales service platform 104 shown in fig. 1) may obtain the after-sales problem input in the after-sales service interface by the user through the user terminal when receiving the after-sales service request sent by the user through the user terminal.

Here, the after-sales problem may refer to a problem posed by a user for a target item after purchasing the target item. The input mode of the user can be at least one of the following: text input, voice input, image photographing, video recording and the like. For example, an after-market problem may be "television bad".

In one example, acquiring an after-market question entered by a user in an after-market service interface through a user terminal may include: receiving after-sales questions input by a user through a user terminal in an after-sales service interface, and converting the after-sales questions input by the user through the user terminal into after-sales questions text serving as after-sales questions; and/or receiving after-sales question text input by the user in the after-sales service interface as an after-sales question.

Step 302, after-market service information matching the after-market problem is obtained.

In this embodiment, the executing body may acquire service information of after-sales issue matching.

In one example, the executive may pre-establish a correspondence between after-market problems and after-market service information.

In one example, after-market questions and after-market service information are segmented and similarities between core words in the after-market questions and core words in the after-market service information are determined to determine after-market service information that matches the after-market questions.

Step 303, determining matched after-sales service personnel according to the after-sales service information.

And 304, acquiring communication information of after-sales service personnel, and pushing an after-sales service interface corresponding to the after-sales service request to the user terminal, wherein the after-sales service interface is used for displaying the communication information.

In this embodiment, after acquiring the communication information of the after-sales service personnel determined in step 303, the executing body may push an after-sales service interface corresponding to the after-sales service request to the user terminal, where the after-sales service interface is used for displaying the communication information.

It should be noted that, after the after-sales service platform receives the after-sales service request initiated by the user through the after-sales service platform in step 301, an after-sales service interface corresponding to the after-sales service request may be displayed on the after-sales service platform, where the after-sales service interface may be used for the user of the user terminal to communicate with the after-sales service personnel of the after-sales service terminal, so as to timely and accurately perform the after-sales service.

In this embodiment, the specific operations of steps 303 and 304 are substantially the same as those of steps 202 and 203 in the embodiment shown in fig. 2, and will not be described herein.

As can be seen from fig. 3, compared with the embodiment corresponding to fig. 2, the after-sales service method 300 in this embodiment first obtains the after-sales problem inputted in the after-sales service interface by the user through the user terminal when receiving the after-sales service request sent by the user through the user terminal; after-market service information matching the after-market problem is then obtained. After-sales service information matched with the after-sales problem can be obtained based on the after-sales problem input by the user in the after-sales service interface through the user terminal.

In some optional implementations of the present embodiments, acquiring the after-sales questions input by the user through the user terminal in the after-sales service interface may include: receiving an after-sales problem picture uploaded by a user in an after-sales service interface through a user terminal; identifying a component of the after-market item in the after-market question picture; and constructing a template according to the names of the components and the corresponding problems, and acquiring the after-sales problems.

In this implementation manner, the execution body may receive an after-sales problem picture uploaded by a user in an after-sales service interface through a user terminal; thereafter, identifying components of the after-market item from the after-market question picture; and then, constructing a template according to the names of the components and the corresponding problems to obtain after-sales problems. The above-mentioned components may be any structural components of the article, such as sleeves of clothing, drums of washing machines, etc.

Here, the after-market problem picture may include a problem-occurring article part. The target article component may be a part of the target article and may be composed of several parts. Alternatively, if the target object is a drum washing machine, the target object parts may include at least one of the following power lines, keys, a main body, a water inlet valve, a motor, a drain pump, a drum, a rotating shaft, and the like.

In one example, identifying components of an after-market item in an after-market question picture may include: contour extraction is carried out on the after-sales problem picture; matching the contours to be compared with at least one standard article component of the target article respectively; and identifying the parts associated with the target object in the after-sales problem picture according to the matching result. The above-described profiles to be aligned are used to represent the regions of the target article component.

In one example, the executive described above may also construct templates through questions based on the names of the parts.

Specifically, a problem construction template corresponding to a component of an after-market item is obtained, the problem construction template comprises a region to be filled, the name of the component is filled into the region to be filled of the problem construction template, and at least one after-market problem is generated.

It should be noted that the components of the after-market item may be referred to by proper terminology, for example, failure of the drum may generally include at least one of: large rotation noise, incapability of rotating and stopping, and the like. Thus, different problem construction templates can be preset according to different article components, so that the constructed after-sales problems are more consistent with the actual problems. For example, if the component of the after-market item is a drum, the problem construction template is "[ how much the rotational sound is"; if the current processing component is a key, the problem construction template is "[ what does not react after being pressed ], wherein the area in brackets in" [ what ] is the area to be filled and is the name of the component for filling the after-market article.

In the implementation mode, the after-sales problem can be automatically constructed based on the article picture by directly acquiring the picture of the component, identifying the article component in the picture and correspondingly constructing the after-sales problem, so that the situation that a user cannot describe the after-sales problem is avoided.

In some optional implementations of the present embodiment, building templates according to the names of the components and corresponding questions, obtaining after-market questions, includes: acquiring a problem construction template corresponding to the name of the component; and filling the names of the components into the areas to be filled in the problem construction template to generate after-sales problems.

It should be noted that, based on the names of the components, all after-market questions corresponding to the after-market questions may be displayed on the after-market service platform in advance, and then the user may select the final after-market question from all after-market questions.

In some optional implementations of this embodiment, the after-market service method further comprises: pushing an after-sales service interface corresponding to the after-sales service request to an after-sales service terminal corresponding to an after-sales service person; and establishing instant communication between the user terminal and the after-sales service terminal through the after-sales service interface.

In this implementation, after pushing the after-sales service platform to the user terminal, the after-sales service method may further include: and pushing the after-sales service platform to an after-sales service end corresponding to the after-sales service personnel so that the user and the after-sales service terminal can carry out instant communication through an after-sales service interface.

It should be noted that the instant messaging may include any communication between the user and the after-sales service personnel, for example, the user sends order information to the after-sales service personnel, or performs after-sales consultation, etc. The order information may be an order generated when a user purchases an item. Optionally, the user may send order information to the after-market attendant via the after-market service platform at any time that the audit is passed.

In the implementation mode, after-sales service personnel clearly know the articles which need after-sales service when receiving order information through the after-sales service interface, so that the wrong after-sales service is prevented from being provided for the articles, and the logistics cost is further reduced.

In the implementation manner, the after-sales service interface is pushed to the after-sales service terminal so as to realize instant communication between the user and the after-sales service terminal, and further improve the after-sales efficiency.

In some alternative implementations of the present embodiment, the after-market service information includes at least one of: after-sales service type, after-sales service score, after-sales service address, after-sales item identification.

In this implementation, the after-market service information may include at least one of an after-market service type, an after-market service score, an after-market service address, and an after-market item identification. The above-described after-market service types may be used to characterize the corresponding types of after-market services, such as article refunds, article repairs. The after-market service score may be a score given by the user and/or the after-market service platform for the after-market service personnel to historically perform the after-market service. The after-market service address may be an address that provides after-market service to an after-market service person, for example, an after-market service person provides after-market service to an a cell. The after-market item identification may be used to identify identity information of the after-market item.

The after-market service information including the after-market service address is exemplified below by fig. 4 to 5.

In fig. 4-5, the after-market service method may include the steps of:

in step 401, a user sends an after-sales service request to an after-sales service platform through a user terminal.

Step 402, auditing by the after-market service platform.

Step 403, after the after-market service platform passes the audit, determining, by the after-market service platform, whether the after-market service address matches the address match of the after-market service personnel.

Step 404, if the communication information of the after-sales service personnel is obtained by the after-sales service platform, and the after-sales service interface corresponding to the after-sales service request is pushed to the user terminal, wherein the after-sales service interface is used for displaying the communication information.

Step 405, if the after-sales service is not matched, pushing the after-sales service to an after-sales service personnel of the after-sales service terminal, acquiring communication information of the after-sales service personnel from the after-sales service terminal by the after-sales service platform, and pushing an after-sales service interface corresponding to the after-sales service request to the user terminal, wherein the after-sales service interface is used for displaying the communication information.

In step 406, the user views the communication information in the after-sales service interface through the user terminal.

Step 407, the user sends order information to the after-sales service personnel through the after-sales service interface; or the user and the after-sales service personnel chat for the after-sales service through the after-sales service interface.

In step 408, the after-market attendant views the order information or makes a chat reply.

In step 409, the after-market attendant completes the after-market service.

Referring further to FIG. 6, there is shown an application scenario diagram of an after-market service method according to the present application, in which a user sends an after-market service request to an after-market service platform 602 (e.g., the after-market service platform 104 shown in FIG. 1) through a user terminal 601 (e.g., the user terminal 101 shown in FIG. 1), and after the after-market service platform 602 checks, the after-market service platform 602 obtains corresponding after-market service information; after-sales service platform 602 then determines the matching after-sales service personnel based on the after-sales service information; after that, the after-sales service platform 602 obtains the communication information of the after-sales service personnel, and pushes the after-sales service interface corresponding to the after-sales service request to the user terminal 601, where the after-sales service interface is used for displaying the communication information.

It should be noted that, when the after-sales service interface pushes the user terminal, the after-sales service interface may be pushed to the after-sales service terminal 603 corresponding to the after-sales service personnel simultaneously or after that, so that the user and the after-sales service personnel can perform instant communication through the after-sales service interface.

In the application scene, after the after-sales service information determines the matched after-sales service personnel, the timely communication between the user and the after-sales service personnel is established through the after-sales service interface, so that the after-sales service efficiency can be further improved.

With further reference to fig. 7, as an implementation of the method shown in the foregoing figures, an embodiment of an after-market service device is disclosed, which corresponds to the method embodiment shown in fig. 2, and the device is particularly applicable to various electronic apparatuses.

As shown in fig. 7, an embodiment of the present application provides an after-sales service apparatus 700, the apparatus 700 including: an information acquisition module 701, a terminal determination module 702, and an after-sales service module 703. The information obtaining module 701 is configured to obtain corresponding after-sales service information in response to receiving an after-sales service request sent by a user through a user terminal; a terminal determination module 702 configured to determine a matching after-market attendant based on the after-market service information; the after-sales service module 703 is configured to obtain communication information of an after-sales service person, and push an after-sales service interface corresponding to the after-sales service request to the user terminal, where the after-sales service interface is used for displaying the communication information.

In the present embodiment, in the after-sales service apparatus 700, the specific processes of the information acquisition module 701, the terminal determination module 702, and the after-sales service module 703 and the technical effects thereof may refer to steps 201 to 203 in the corresponding embodiment of fig. 2, respectively.

In some embodiments, the information acquisition module 701 includes: a problem acquisition unit configured to acquire an after-sales problem input in an after-sales service interface by a user through a user terminal; and an information acquisition unit configured to acquire after-sales service information matched with the after-sales problem.

In some embodiments, the information acquisition module 701 is configured to acquire after-service progress information from an after-service terminal; the after-market service module 703 is configured to push the after-market service progress information to the user terminal for display on the after-market service interface.

In some embodiments, the after-market service information includes at least one of: after-sales service type, after-sales item identification, after-sales service score, after-sales service address, after-sales item identification.

As shown in fig. 8, is a block diagram of an electronic device of an after-market service method according to an embodiment of the present application. Electronic devices are intended to represent various forms of digital computers, such as laptops, desktops, workstations, personal digital assistants, servers, blade servers, mainframes, and other appropriate computers. The electronic device may also represent various forms of mobile devices, such as personal digital processing, cellular telephones, smartphones, wearable devices, and other similar computing devices. The components shown herein, their connections and relationships, and their functions, are meant to be exemplary only, and are not meant to limit implementations of the applications described and/or claimed herein.

As shown in fig. 8, the electronic device includes: one or more processors 801, memory 802, and interfaces for connecting the components, including high-speed interfaces and low-speed interfaces. The various components are interconnected using different buses and may be mounted on a common motherboard or in other manners as desired. The processor may process instructions executing within the electronic device, including instructions stored in or on memory to display graphical information of the GUI on an external input/output device, such as a display device coupled to the interface. In other embodiments, multiple processors and/or multiple buses may be used, if desired, along with multiple memories and multiple memories. Also, multiple electronic devices may be connected, each providing a portion of the necessary operations (e.g., as a server array, a set of blade servers, or a multiprocessor system). One processor 801 is illustrated in fig. 8.

Memory 802 is a non-transitory computer readable storage medium provided by the present application. The memory stores instructions executable by the at least one processor to cause the at least one processor to perform the after-sales service method provided by the present application. The non-transitory computer readable storage medium of the present application stores computer instructions for causing a computer to perform the after-sales service method provided by the present application.

The memory 802 is used as a non-transitory computer readable storage medium for storing non-transitory software programs, non-transitory computer executable programs, and modules, such as program instructions/modules (e.g., the information acquisition module 701, the terminal determination module 702, and the after-market service module 703 shown in fig. 7) corresponding to the after-market service method according to the embodiment of the present application. The processor 801 executes various functional applications of the server and data processing, i.e., implements the after-sales service method in the above-described method embodiment, by running non-transitory software programs, instructions, and modules stored in the memory 802.

Memory 802 may include a storage program area that may store an operating system, at least one application program required for functionality, and a storage data area; the storage data area may store data created from use of the blockchain-based information processing electronic device, and the like. In addition, memory 802 may include high-speed random access memory, and may also include non-transitory memory, such as at least one magnetic disk storage device, flash memory device, or other non-transitory solid-state storage device. In some embodiments, memory 802 may optionally include memory located remotely from processor 801, which may be connected to the blockchain-based information processing electronics via a network. Examples of such networks include, but are not limited to, the internet, intranets, local area networks, mobile communication networks, and combinations thereof.

The electronic device of the after-sales service method may further include: an input device 803 and an output device 804. The processor 801, memory 802, input devices 803, and output devices 804 may be connected by a bus or other means, for example in fig. 8.

The input device 803 may receive input numeric or character information and generate key signal inputs related to user settings and function control of the blockchain-based information processing electronic device, such as a touch screen, a keypad, a mouse, a track pad, a touch pad, a pointer stick, one or more mouse buttons, a track ball, a joystick, and the like. The output device 804 may include a display apparatus, auxiliary lighting devices (e.g., LEDs), and haptic feedback devices (e.g., vibration motors), among others. The display device may include, but is not limited to, a Liquid Crystal Display (LCD), a Light Emitting Diode (LED) display, and a plasma display. In some implementations, the display device may be a touch screen.

Various implementations of the systems and techniques described here can be realized in digital electronic circuitry, integrated circuitry, application specific ASIC (application specific integrated circuit), computer hardware, firmware, software, and/or combinations thereof. These various embodiments may include: implemented in one or more computer programs, the one or more computer programs may be executed and/or interpreted on a programmable system including at least one programmable processor, which may be a special purpose or general-purpose programmable processor, that may receive data and instructions from, and transmit data and instructions to, a storage system, at least one input device, and at least one output device.

These computing programs (also referred to as programs, software applications, or code) include machine instructions for a programmable processor, and may be implemented in a high-level procedural and/or object-oriented programming language, and/or in assembly/machine language. As used herein, the terms "machine-readable medium" and "computer-readable medium" refer to any computer program product, apparatus, and/or device (e.g., magnetic discs, optical disks, memory, programmable Logic Devices (PLDs)) used to provide machine instructions and/or data to a programmable processor, including a machine-readable medium that receives machine instructions as a machine-readable signal. The term "machine-readable signal" refers to any signal used to provide machine instructions and/or data to a programmable processor.

To provide for interaction with a user, the systems and techniques described here can be implemented on a computer having: a display device (e.g., a CRT (cathode ray tube) or LCD (liquid crystal display) monitor) for displaying information to a user; and a keyboard and pointing device (e.g., a mouse or trackball) by which a user can provide input to the computer. Other kinds of devices may also be used to provide for interaction with a user; for example, feedback provided to the user may be any form of sensory feedback (e.g., visual feedback, auditory feedback, or tactile feedback); and input from the user may be received in any form, including acoustic input, speech input, or tactile input.

The systems and techniques described here can be implemented in a computing system that includes a background component (e.g., as a data server), or that includes a middleware component (e.g., an application server), or that includes a front-end component (e.g., a user computer having a graphical user interface or a web browser through which a user can interact with an implementation of the systems and techniques described here), or any combination of such background, middleware, or front-end components. The components of the system can be interconnected by any form or medium of digital data communication (e.g., a communication network). Examples of communication networks include: local Area Networks (LANs), wide Area Networks (WANs), and the internet.

The computer system may include a client and a server. The client and server are typically remote from each other and typically interact through a communication network. The relationship of client and server arises by virtue of computer programs running on the respective computers and having a client-server relationship to each other.

It should be appreciated that various forms of the flows shown above may be used to reorder, add, or delete steps. For example, the steps described in the present application may be performed in parallel, sequentially, or in a different order, so long as the desired results of the technical solution disclosed in the present application can be achieved, and are not limited herein.

The above embodiments do not limit the scope of the present application. It will be apparent to those skilled in the art that various modifications, combinations, sub-combinations and alternatives are possible, depending on design requirements and other factors. Any modifications, equivalent substitutions and improvements made within the spirit and principles of the present application should be included in the scope of the present application.

Claims

1. An after-market service method, comprising:

responding to receiving an after-sales service request sent by a user through a user terminal, and acquiring corresponding after-sales service information;

determining matched after-sales service personnel according to the after-sales service information;

And acquiring communication information of the after-sales service personnel, and pushing an after-sales service interface corresponding to the after-sales service request to the user terminal, wherein the after-sales service interface is used for displaying the communication information.

2. The method of claim 1, wherein the acquiring the corresponding after-market service information comprises:

Acquiring after-sales questions input by a user in the after-sales service interface through the user terminal;

And acquiring after-sales service information matched with the after-sales problem.

3. The method of claim 2, wherein the acquiring the after-market question entered by the user in the after-market service interface through the user terminal comprises:

Receiving an after-sales problem picture uploaded by the user in the after-sales service interface through the user terminal;

Identifying a component of the after-market item in the after-market question picture;

and constructing a template according to the names of the components and the corresponding problems, and acquiring the after-sales problems.

4. A method according to claim 3, wherein said constructing a template from the name of the part and the corresponding problem, obtaining the after-market problem, comprises:

Acquiring a problem construction template corresponding to the name of the component;

And filling the names of the components into the areas to be filled in the problem construction template, and generating the after-sales problem.

5. The method of claim 1, the method further comprising:

acquiring after-sales service progress information from the after-sales service terminal;

Pushing the after-sales service progress information to the user terminal so as to be displayed on the after-sales service interface.

6. The method of claim 1, the method further comprising:

pushing an after-sales service interface corresponding to the after-sales service request to an after-sales service terminal corresponding to the after-sales service personnel;

And establishing instant communication between the user terminal and the after-sales service terminal through the after-sales service interface.

7. The method of any of claims 1-6, wherein the after-market service information includes at least one of:

After-sales service type, after-sales service score, after-sales service address, after-sales item identification.

8. An after-market service device, comprising:

The information acquisition module is configured to respond to receiving an after-sales service request sent by a user through the user terminal and acquire corresponding after-sales service information;

A terminal determining module configured to determine a matched after-sales service person according to the after-sales service information;

And the after-sales service module is configured to acquire the communication information of the after-sales service personnel and push an after-sales service interface corresponding to the after-sales service request to the user terminal, wherein the after-sales service interface is used for displaying the communication information.

9. The apparatus of claim 8, wherein the information acquisition module comprises:

A problem acquisition unit configured to acquire an after-sales problem input in the after-sales service interface by a user through the user terminal;

And an information acquisition unit configured to acquire after-sales service information matched with the after-sales problem.

10. The apparatus of claim 9, wherein the problem acquisition unit is further configured to:

11. The apparatus of claim 10, wherein the problem acquisition unit is further configured to:

12. The apparatus of claim 8, wherein,

The information acquisition module is configured to acquire after-service progress information from the after-service terminal;

the after-sales service module is configured to push the after-sales service progress information to the user terminal for display on the after-sales service interface.

13. The apparatus of claim 8, the apparatus further comprising:

An interface pushing module configured to push an after-sales service interface corresponding to the after-sales service request to an after-sales service terminal corresponding to the after-sales service person;

And the communication establishing module is configured to establish instant communication between the user terminal and the after-sales service terminal through the after-sales service interface.

14. The apparatus of any of claims 8-13, wherein the after-market service information comprises at least one of:

15. An electronic device, comprising:

one or more processors;

a storage device having one or more programs stored thereon;

When executed by the one or more processors, causes the one or more processors to implement the method of any of claims 1-7.

16. A non-transitory computer readable storage medium storing computer instructions, having stored thereon a computer program, wherein the program when executed by a processor implements the method of any of claims 1-7.