TW202002577A - Real-time customer service system and method thereof - Google Patents

Abstract

A real-time customer service system is provided, which may include a server and a plurality of customer service terminals. The server may include a main customer service page; the main customer service page may include a customer conversation sub-interface, and the customer conversation sub-interface may include a dialog box. The customer service terminals may be connected to the server via a network and any one of the customer service internals may communicate with a customer terminal via the dialog box. When any one of the customer service terminals communicates with the customer terminal via the dialog box and transmit a transfer request to the server, the server can transfer the customer terminal to another customer service terminal; the customer service terminal where the customer terminal is transferred can simultaneously read the content of the dialog box.

Description

Instant customer service system and method

The invention relates to a customer service system, especially an instant online customer service system. The invention also relates to an instant customer service method of this instant online customer service system.

The customer service system can be applied to customer service departments in many industries. When a customer browses a webpage to purchase a product, the customer can communicate with the customer service personnel through a dialog box or the like through the customer service system to inquire about the price of the product or other related questions.

However, the customer service system of Xizhiyi still has many shortcomings to be improved. For example, when a customer browses a webpage to purchase a product, the customer usually can only choose to communicate with the customer service staff online at that time, so when the customer service staff cannot answer the questions raised by the customer, it is likely that the opportunity of the transaction will be lost. .

In addition, the customer service system of the conventional technology can only allow the customer service personnel to communicate with the customer through the dialog box, and cannot provide the customer service personnel with other information that is beneficial to the conclusion of the transaction, so the probability of the transaction cannot be increased.

In addition, the customer service system of Xizhiyi usually only allows the customer service staff to passively wait for the customer to ask questions, but most customers usually leave immediately after browsing the web and will not actively communicate with the customer service staff, so they missed it. Many opportunities for possible deals.

In addition, the customer service system of Xizhiyi usually only allows customers to order goods and send the goods to the location designated by the customer, so the customer service system of Xizhiyi can only provide one sales model, so the function is greatly restricted .

Therefore, how to propose a customer service system that can effectively improve the various shortcomings of the customer service system of conventional skills has become an urgent issue.

In view of the above-mentioned problems of the conventional art, one of the objects of the present invention is to provide a customer service system to solve various shortcomings of the customer service system of the conventional art.

According to one of the objectives of the present invention, an instant customer service system is proposed, which may include a server and a plurality of customer service terminals. The server may include a main interface for customer service, and the main interface for customer service may include a sub-interface for customer dialogue, and the sub-interface for customer dialogue may provide a dialog box. The customer service terminals can be connected to the server through the network, and any customer service terminal can communicate with the client terminal. Among them, when any customer service terminal communicates with the client terminal through a dialog box and sends a transfer request to the server, the server can transfer the client terminal to another customer service terminal according to the transfer request, so that the client terminal receives the transfer The customer service terminal can simultaneously read the communication contents of the dialog box.

According to one of the objectives of the present invention, a real-time customer service method is proposed, which can include the following steps: providing a customer service main interface to a plurality of customer service terminals, the customer service main interface includes a customer dialogue sub-interface, and the customer dialogue sub-interface provides a dialog; Enable one of the customer service terminals to communicate with the client terminal via the dialog box; and when receiving the transfer request of the customer service terminal where the client terminal communicates via the dialog box, transfer the client terminal to another customer service terminal according to the transfer request, so that The customer service terminal receiving the transfer from the client terminal can simultaneously read the communication contents of the dialog box.

As mentioned above, according to the instant customer service system and method of the present invention, it may have one or more of the following advantages:

(1) In one embodiment of the present invention, the real-time customer service system can perform the transfer function through software, so that the customer service terminal that communicates with the client terminal through the dialog box can send a transfer request to the server, and the server can The transfer request transfers the client terminal to another customer service terminal to provide the service that the client needs, so that not only is the client more convenient to use, but also increases the probability of successful transaction.

(2) In one embodiment of the present invention, the main customer service interface of the real-time customer service system may include a data analysis sub-interface, which may provide current online visitor data, which may include a plurality of online visitors and the current online information of each online visitor, For example, one or more of the visiting time, the entry page and the current stay page, so the customer service staff can learn the intentions of the online visitors and other related information through the current online visitor data, so the probability of successful transaction can be further improved.

(3) In one embodiment of the present invention, any customer service terminal can select an online visitor through the online visitor status sub-interface of the real-time customer service system and send a dialogue invitation message to the online visitor to increase the chance of interacting with the customer, so Can further increase the probability of successful transactions.

(4) In one embodiment of the present invention, the real-time customer service system can provide a transfer function, so customers can make reservations and make reservations through the transfer function, so they can provide a more diversified sales model, which not only enables customers to use It is more convenient and can further improve service quality.

(5) In one embodiment of the present invention, the main customer service interface of the real-time customer service system may include a two-dimensional barcode. The real-time customer service system may transfer the client terminal to the corresponding customer service terminal after scanning the two-dimensional barcode. Customers can quickly communicate with customer service personnel, so the efficiency of the customer service system can be further improved.

(6) In one embodiment of the present invention, the main customer service interface of the real-time customer service system can include a voice message sub-interface, so that the client terminal can send and store voice message messages to the server through the voice message sub-interface, so even if the customer service staff is not Online, customers can still communicate important messages to customer service staff by voice message.

(7) In one embodiment of the present invention, the main customer service interface of the real-time customer service system may include a data analysis sub-interface, which may provide source analysis data, and the source analysis data may include a plurality of visitors and the status of each visitor. Information records, status information records can include consultation status, visiting time, IP address, region, keywords and sources, etc., so it can be used in customer service staff management and search engine efficiency evaluation, so that the real-time customer service system can provide more additional Features.

(8) In one embodiment of the present invention, the main customer service interface of the real-time customer service system may include a live broadcast sub-interface, which can play advertising content, such as text advertising content, voice advertising content, image advertising content or video advertising content, so it can be Provide better advertising effects.

The following will describe embodiments of the instant online customer service system and method according to the present invention with reference to related drawings. For the sake of clarity and convenience of illustration, the components in the drawings may be exaggerated in size or scale or Presented in a reduced size. In the following description and/or patent application, when an element is referred to as being "connected" or "coupled" to another element, it may be directly connected or coupled to the other element or intervening elements may be present; and when the element is mentioned When "directly connected" or "directly coupled" to another element, there are no intervening elements, and other words used to describe the relationship between the elements or layers should be interpreted in the same manner. For ease of understanding, the same elements in the following embodiments are described with the same symbols.

Please refer to FIG. 1, which is a block diagram of the first embodiment of the instant customer service system of the present invention. As shown in the figure, the real-time customer service system 1 may include a server 11 and a plurality of customer service terminals 12A, 12B, 12C, so that a plurality of customer service personnel of a company can use these customer service terminals 12A, 12B, 12C to hold The client terminal 13 conducts a conversation.

The server 11 may include a customer service main interface 111. The customer service main interface 111 may include a customer dialogue sub-interface 1111, and the customer dialogue sub-interface 1111 may provide a dialog. The customer service main interface 111 can display an image corresponding to the customer dialogue sub-interface 1111, and the customer can click on this image to display the customer dialogue sub-interface 1111 and execute the corresponding function.

The customer service terminals 12A, 12B, and 12C can be connected to the server 11 via the network. When the server 11 receives the communication request from the client terminal 13, the server 11 can mark the first customer service identification code on the client terminal 13 according to the communication request, and can record the first customer service identification code, and then correspond the client terminal 13 to the corresponding Connected to the customer service terminal (such as customer service terminal 12A) of the first customer service identification code, so that the customer service terminal 12A and the client terminal 13 can communicate through the dialog box.

Any customer service terminal 12A, 12B, 12C can communicate with the client terminal 13 through the dialog box through the above process; therefore, through the above dialog box, the customer service personnel of the customer service terminals 12A, 12B, 12C can enter text data, voice Data, picture data and video data are used to communicate with customers of the client terminal 13; in addition, the customer service terminals 12A, 12B, 12C can also send voice conversation requests to the server 11 when communicating with the client terminal 13 through a dialog box At this time, the server 11 can send a voice dialogue invitation message to the client terminal 13, so that the customer service terminals 12A, 12B, 12C can invite the client terminal 13 to conduct a voice conversation; similarly, the customer service terminals 12A, 12B, 12C can When sending a video dialogue request to the server 11 when communicating with the client terminal 13 through the dialog box, the server 11 can send a video dialogue invitation message to the client terminal 13 so that the customer service terminals 12A, 12B, 12C can invite the client terminal 13 Have a video conversation.

When any of the customer service terminals 12A, 12B, and 12C communicates with the client terminal 13 through the dialog box and sends a transfer request to the server 11, the server 11 can modify the customer service on the client terminal 13 according to the transfer request The identification code is used to transfer the client terminal 13 to another customer service terminal corresponding to the new customer service identification code. The customer service terminal can read the communication content of the dialog box according to the customer service identification code.

As can be seen from the above, the server 11 can directly perform the transfer function through the software without the need for additional hardware devices; for example, when the customer service staff communicates with the customer terminal 13 through the customer service terminal 12A through a dialog box, and the customer service staff cannot answer the customer For the questions raised, the customer service personnel can send a transfer request to the server 11 through the customer service terminal 12A. The server 11 can modify the first customer service identification code marked on the client terminal 13 to the second customer service identification code according to the transfer request. Record the second customer service identification code, and then connect the client terminal 13 to another customer service terminal 12B corresponding to the second customer service identification code, and the business manager of the customer service terminal 12B will answer the customer’s question; in addition, the customer service terminal 12B may The second customer service identification code on the client terminal 13 reads the communication content of the dialogue window, which can contain all the data of the customer service personnel communicating with the customer, such as text data, voice data, picture data and video data, etc.; therefore, the business manager can obtain Knowing all the content of communication between customer service personnel and customers, so that business managers can quickly understand customer needs and solve customer problems.

In another embodiment, when the customer service staff communicates with the customer terminal 13 through the customer service terminal 12A through a dialog box, and the customer service staff cannot answer the questions raised by the customer, the customer service staff can send an invitation request to the server 11 through the customer service terminal 12A , The server 11 can mark the second customer service identification code on the client terminal 13 according to the invitation request, and record the second customer service identification code, and then connect the client terminal 13 to another customer service terminal 12B corresponding to the second customer service identification code, Invite the business manager of the customer service terminal 12B to join the three-party dialogue; similarly, the customer service terminal 12B can read the communication content of the dialog window according to the second customer service identification code marked on the customer terminal 13, so that the business manager can quickly understand the customer Needs and cooperate with customer service staff to solve customer problems.

In another embodiment, the customer service personnel of the customer service terminals 12A, 12B, 12C can also send an internal dialogue request to the server 11 to establish a group for internal dialogue to facilitate internal meetings and other affairs, so use Extremely convenient.

In addition, the transfer function of the above-mentioned real-time customer service system 1 can realize a diversified sales model. For example, if a customer located in location A wants to make an appointment to see a car from an automobile company, the customer can make a reservation with customer service terminal 12A through a dialog box through customer terminal 13, but since the dealer to whom customer service personnel of customer service terminal 12A belongs is located in location B, Therefore, the customer service personnel of the customer service terminal 12A can transfer the customer to the customer service terminal 12C of the dealer who is also located in the A place, and the customer service personnel of the customer service terminal 12C can arrange the appointment and other matters. Similarly, the transfer function of the instant customer service system 1 can be applied to restaurant reservations and other reservations.

In addition, the customer service main interface 111 can also provide customer service monitoring functions, that is, the customer service main interface 111 can monitor any one of these customer service terminals 12A, 12B, 12C and customers through multiple keywords (such as bad attitude, returns, and swearing, etc.) The dialogue content between the terminals 13 through the dialog box. If any dialogue content matches the above keywords, the customer service main interface 111 can generate a warning signal and can send it to the management terminal of the manager (not shown in the figure) for The manager manages customer service personnel. In addition, the customer service main interface 111 can also provide a push broadcast function. The management terminal of the administrator can designate a part of the customer service terminals 12A, 12B, and 12C as its designated group, and send the push broadcast signal to the server 11 to The customer service terminal belonging to the above-mentioned designated group; among them, the push broadcast signal can be such as meeting instructions, announcement items or precautions, etc., to make it easier for managers to manage.

In yet another embodiment, the customer can also scan a barcode, such as a two-dimensional barcode (QR code), etc. through the customer terminal 13 to connect directly to any one of the customer service terminals 12A, 12B, 12C, and directly Communicate with them through a dialog box; the above barcode can be printed on a business card or displayed on a web page, so that customers can quickly connect and talk to these customer service terminals 12A, 12B, 12C, making business more convenient Promotion.

The customer service terminals 12A, 12B, 12C, the client terminal 13 and the management terminal may be personal computers, notebook computers, tablet computers, smartphones or similar devices.

The above-mentioned real-time customer service system 1 can be realized through customer service software. The customer terminal 13 and customer service terminals 12A, 12B, 12C can be connected to the server 11 through the network, and execute the customer service software on the server 11 to execute the real-time customer service system 1 Various functions.

Of course, the above is only an example, and the functions of the instant customer service system 1 can be changed according to actual needs, and the present invention is not limited thereto.

As can be seen from the above, in this embodiment, the real-time customer service system can perform the transfer function through the software, and no additional hardware equipment is required, so that the customer service terminal that communicates with the client terminal through the dialog box can send the transfer request to the servo Server, and the server can transfer the client terminal to another customer service terminal according to the transfer request to provide the service that the client needs, so not only is the client more convenient to use, but also can increase the probability of successful transaction.

In addition, because the real-time customer service system can perform the transfer function through the software, customers can use the transfer function to make reservations and make appointments, thus providing a more diversified sales model, which not only makes the customer more convenient to use, but also Further improve service quality.

Please refer to FIG. 2A, which is a first flowchart of the first embodiment of the instant customer service system of the present invention. As shown in FIG. 2A, the instant customer service method of the instant customer service system according to the present invention may include the following steps:

In step S21, a customer service main interface is provided to a plurality of customer service terminals. The customer service main interface includes a customer dialogue sub-interface, and the customer dialogue sub-interface provides a dialog.

In step S22, one of the customer service terminals communicates with the client terminal via a dialog box.

In step S23, when receiving the transfer request of the customer service terminal where the client terminal communicates through the dialog box, the client terminal is transferred to another customer service terminal according to the transfer request; the customer service terminal also reads the communication content of the dialog box .

Please refer to FIG. 2B, which is a second flowchart of the first embodiment of the instant customer service system of the present invention. As shown in FIG. 2B, the instant customer service method of the instant customer service system according to the present invention may further include the following steps:

In step S21', when a communication request is received by the client terminal, the first customer service identification code is marked on the client terminal according to the communication request, and the first customer service identification code is recorded, and then the client terminal and the corresponding first customer service identification The customer service terminal of the code is connected, so that the customer service terminal and the client terminal communicate through the dialog box.

In step S22', when receiving the transfer request, the first customer service identification code marked on the client terminal is modified to the second customer service identification code according to the transfer request, and the second customer service identification code is recorded, and then the client terminal Connect to another customer service terminal corresponding to the second customer service identification code, so that the customer service terminal reads the communication content of the dialog window according to the second customer service identification code marked on the client terminal.

In step S23', when receiving the invitation request, the second customer service identification code is marked on the client terminal according to the invitation request, and the second customer service identification code is recorded, and then the client terminal and the other corresponding to the second customer service identification code A customer service terminal is connected so that the customer service terminal reads the communication content of the dialogue window according to the second customer service identification code marked on the customer terminal.

Please refer to FIG. 3, which is a block diagram of a second embodiment of the instant customer service system of the present invention. As shown in the figure, the real-time customer service system 1 may include a server 11 and a plurality of customer service terminals 12A, 12B, 12C, so that a plurality of customer service personnel of a company can use these customer service terminals 12A, 12B, 12C to hold The client terminal 13 conducts a conversation.

Similarly, the server 11 may include a customer service main interface 111, and the customer service main interface 111 may include a customer dialogue sub-interface 1111. The customer dialogue sub-interface 1111 may provide a dialog box; the customer service terminals 12A, 12B, and 12C may communicate with the server through the network The device 11 is connected, and any of the customer service terminals 12A, 12B, and 12C can communicate with the client terminal 13 via a dialog box.

Different from the foregoing embodiment, in this embodiment, the main customer service interface 111 of the instant customer service system 1 may further include a live broadcast sub-interface 1112, a two-dimensional barcode 1113, and a voice message sub-interface 1114.

The live broadcast sub-interface 1112 can be set at an appropriate location on the main customer service interface 111, and it can play advertisement content, which can be text advertisement content, voice advertisement content, image advertisement content or video advertisement content, etc., so that customers can understand more Products and services provided by this company.

The two-dimensional bar code 1113 can be set at an appropriate position on the customer service main interface 111; after scanning the two-dimensional bar code 1113 at the client terminal 13, the server 11 can transfer the client terminal 13 to the customer service terminals 12A, 12B, 12C and the two-dimensional bar code The customer service terminal corresponding to 1113; therefore, the client terminal 13 does not need to perform any operation, and only needs to directly scan the two-dimensional barcode 1113 to talk to the corresponding customer service terminal.

The voice message sub-interface 1114 can be set at an appropriate position on the customer service main interface 111 or the dialog box, and the client terminal 13 can transmit and store voice message messages to the server 11 through the voice message sub-interface 1114; therefore, even if these customer service terminals 12A, 12B and 12C are not online. You can also read voice message messages later.

Similarly, the customer service main interface 111 can display images corresponding to the customer dialogue sub-interface 1111, live broadcast sub-interface 1112, two-dimensional barcode 1113 and voice message sub-interface 1114, and the customer can click any image to display the corresponding Interface and perform corresponding functions.

Of course, the above is only an example, and the functions of the instant customer service system 1 can be changed according to actual needs, and the present invention is not limited thereto.

As can be seen from the above, in this embodiment, the real-time customer service system can broadcast various advertisement contents through the live broadcast sub-interface, so that customers can better understand the products and services provided by the company, so as to provide better advertising effects. In addition, the real-time customer service system can also provide two-dimensional bar codes, so that the client terminal can directly scan the two-dimensional bar code to connect to the corresponding customer service terminal, thereby quickly communicating with the customer service personnel, so the efficiency of the customer service system can be further real-time. In addition, the real-time customer service system can save the customer's voice message to the server through the voice message sub-interface, so even if the customer service staff is not online, they can still listen to the customer's voice message later.

Please refer to FIG. 4, which is a flowchart of a second embodiment of the instant customer service system of the present invention. As shown in the figure, the instant customer service method according to the second embodiment of the present invention may include the following steps:

In step S41, the advertisement content is played through the live broadcast sub-interface of the main interface of the customer service.

In step S42, a two-dimensional barcode is provided on the main interface of the customer service.

In step S43, after the client terminal scans the two-dimensional barcode, the client terminal is transferred to the corresponding customer service terminal.

In step S44, the voice message message sent from the client terminal is stored via the voice message sub-interface of the customer service main interface.

Please refer to FIG. 5, which is a block diagram of a third embodiment of the instant customer service system of the present invention. As shown in the figure, the real-time customer service system 1 may include a server 11 and a plurality of customer service terminals 12A, 12B, 12C, so that a plurality of customer service personnel of a company can use these customer service terminals 12A, 12B, 12C to hold The client terminal 13 conducts a conversation.

Similarly, the server 11 may include a customer service main interface 111. The customer service main interface 111 may include a customer dialogue sub-interface 1111, a live broadcast sub-interface 1112, a two-dimensional barcode 1113, and a voice message sub-interface 1114.

Different from the foregoing embodiment, in this embodiment, the main customer service interface 111 of the instant customer service system 1 may further include an online visitor status sub-interface 1115 and a data analysis sub-interface 1116.

The online visitor status sub-interface 1115 can display the status information of multiple online visitors and each online visitor to provide detailed information about each visitor to the customer service terminals 12A, 12B, 12C; this status information can include the visitor name, IP address, current One or more of the visited pages and the historical visit list; among them, the historical visit list can display the pages that the visitor has visited in the past.

In addition, the customer service terminals 12A, 12B, and 12C can select one of the online visitors and send a conversation invitation request to the server 11 through the online visitor status sub-interface. At the same time, the server 11 can send a conversation invitation message to this online visitor, so that the customer service terminal 12A , 12B, 12C can actively invite these online visitors to talk through the dialog box.

For example, the customer service terminal 12A may first watch the current visit page and historical visit list of an online visitor to understand which products or services this online visitor is interested in, and then actively invite this online visitor to have a conversation and sell the above products or services. To further increase the probability of successful trading.

The data analysis sub-interface 1116 can display statistical data, current online visitor data and source analysis data.

Statistics can include the number of visitors in multiple time intervals, and the current online visitor data can include multiple online visitors and the current online information of each online visitor; where the current online information can include the time of the visit, the entry page and the current stay page One or more. The above data can provide managers with more information to understand the visitor's browsing patterns and preferences, etc., as a reference for managers to improve sales strategies.

The source analysis data may include a plurality of visitor visitors and status information records of each visitor visitor, and the status information record may include one or more of the consultation status, time of visit, IP address, region, keywords, and source; among them, consultation The status can indicate whether the visitor has spoken with the customer service personnel, the keyword can indicate that the visitor found the keyword entered on the website, and the source can indicate that the visitor found the search engine used on the website.

The above data can provide managers with more information about management to further improve operational efficiency. For example, the manager can know from the consultation status of the visiting visitors whether the customer service staff are actively engaged in a dialogue with the visitors visiting the website, so it can be used as a reference to evaluate the work performance of the customer service staff; The manager can find the keywords entered on this website by these visitors and the search engine can evaluate whether the keyword advertisements purchased by the manager from the search engine are effective.

Similarly, the customer service main interface 111 can display images corresponding to the customer dialogue sub-interface 1111, live broadcast sub-interface 1112, two-dimensional barcode 1113, voice message sub-interface 1114, online visitor status sub-interface 1115 and data analysis sub-interface 1116 respectively. , And the customer can click on any image to display the corresponding interface and perform the corresponding function.

Of course, the above is only an example, and the functions of the instant customer service system 1 can be changed according to actual needs, and the present invention is not limited thereto.

As can be seen from the above, in this embodiment, the real-time customer service system can provide statistical data, current online visitor data, source analysis data, etc. in the data analysis sub-interface, which can help managers obtain more information to improve sales strategies and Operational effectiveness.

Please refer to FIG. 6, which is a flowchart of a third embodiment of the instant customer service system of the present invention. As shown in the figure, the instant customer service method according to the third embodiment of the present invention may include the following steps:

In step S61, the online visitor status sub-interface of the main interface of the customer service displays a plurality of online visitors and the visitor names, IP addresses, current visit pages and historical visit lists of each online visitor.

In step S62, when a dialogue invitation request sent from any customer service terminal is received, a dialogue invitation message is sent to the corresponding online visitor.

In step S63, the voice message message sent from the client terminal is stored via the voice message sub-interface of the customer service main interface.

In step S64, the number of viewers in a plurality of time intervals is displayed via a data analysis sub-interface of the customer service main interface.

In step S65, the current online visitor data is displayed via the data analysis sub-interface of the customer service main interface. The current online visitor data includes a plurality of online visitors and the visit time, entry page, and current stay page of each online visitor.

In step S66, the data analysis sub-interface of the main customer service interface displays the consultation status, visiting time, IP address, region, keywords, and source of the multiple visiting visitors and each visiting visitor.

In summary, according to the embodiment of the present invention, the real-time customer service system can execute the transfer function through the software, so that the customer service terminal communicating with the client terminal through the dialog box can send the transfer request to the server, and the server can After receiving the request, the client terminal will be transferred to another customer service terminal to provide the service that the client needs, so that not only is the client more convenient to use, but also can increase the probability of a successful transaction.

According to an embodiment of the present invention, the main interface for customer service in the real-time customer service system may include a data analysis sub-interface, which may provide current online visitor data, which may include a plurality of online visitors and the current online information of each online visitor, such as time of visit, One or more of the entry page and the current stay page, so the customer service staff can know the intentions of the online visitors and other related information through the current online visitor data, so the probability of successful transaction can be further improved.

According to the embodiment of the present invention, any customer service terminal can select an online visitor through the online visitor status sub-interface of the real-time customer service system and send a dialogue invitation message to the online visitor to increase the chance of interacting with the customer, so the transaction can be further improved The probability of success.

According to the embodiment of the present invention, the real-time customer service system can provide a transfer function, so customers can make reservations and make reservations through the transfer function, so they can provide a more diversified sales model, which not only makes the customer more convenient to use, It can further improve service quality.

According to the embodiment of the present invention, the main interface of the customer service of the real-time customer service system may include a two-dimensional barcode, and the real-time customer service system may transfer the customer terminal to the corresponding customer service terminal after scanning the two-dimensional barcode, so that the customer can quickly Communicate with customer service staff, so you can further improve the efficiency of the customer service system.

According to the embodiment of the present invention, the main customer service interface of the real-time customer service system may include a voice message sub-interface, so that the client terminal can transmit and store voice message messages to the server through the voice message sub-interface, so even if the customer service staff is not online, the customer still You can convey important messages to customer service staff by voice message.

According to the embodiment of the present invention, the main interface of customer service of the real-time customer service system may include a data analysis sub-interface, which may provide source analysis data, and the source analysis data may include a plurality of visitors and status information records of each visitor. Information records can include consultation status, visiting time, IP address, region, keywords and sources, etc., so it can be used in customer service staff management and search engine efficiency evaluation, so that the real-time customer service system can provide more additional functions.

According to an embodiment of the present invention, the main interface of the customer service of the real-time customer service system may include a live broadcast sub-interface, which can play advertising content, such as text advertising content, voice advertising content, image advertising content or video advertising content, so it can provide better advertising effect.

It can be seen that the present invention has achieved the desired enhancement effect by breaking through the previous technology, and it is not easy to think about by those who are familiar with the art. Its progress and practicality have obviously met the patent application requirements. I filed a patent application in accordance with the law, and urge your office to approve this application for a patent for invention, in order to encourage creativity and to feel virtuous.

The above is only exemplary, and not restrictive. Any other equivalent modifications or changes made without departing from the spirit and scope of the present invention should be included in the scope of the attached patent application.

1‧‧‧Real-time customer service system 11‧‧‧Server 12A, 12B, 12C‧‧‧Customer service terminal 13‧‧‧Client terminal 111‧‧‧Customer service main interface 1111‧‧‧Customer dialogue sub-interface 1112‧‧‧Live Sub-interface 1113‧‧‧Two-dimensional barcode 1114‧‧‧Voice message sub-interface 1115‧‧‧Online visitor status sub-interface 1116‧‧‧Data analysis sub-interface 1116S21~S23, S21'~S23', SS41~S44, S61~ S66‧‧‧Step flow

Figure 1 is a block diagram of the first embodiment of the instant customer service system of the present invention. Figure 2 is a flowchart of the first embodiment of the present invention. Figure 3 is a block diagram of a second embodiment of the instant customer service system of the present invention. Figure 4 is a flowchart of a second embodiment of the invention. Figure 5 is a block diagram of a third embodiment of the instant customer service system of the present invention. Fig. 6 is a flowchart of a third embodiment of the invention.

1‧‧‧Real-time customer service system

11‧‧‧Server

12A, 12B, 12C‧‧‧Customer Service Terminal

13‧‧‧Client terminal

111‧‧‧Customer service main interface

1111‧‧‧Customer dialogue sub-interface

Claims (30)

An instant customer service system includes: a server that includes a customer service main interface, the customer service main interface includes a customer dialogue sub-interface, and the customer dialogue sub-interface provides a dialog; and a plurality of customer service terminals are accessed through the Internet Is connected to the server, and any one of the customer service terminals communicates with the client terminal through the dialog box; wherein, when any one of the customer service terminal and the client terminal communicates through the dialog box and sends a transfer request to the server When the server is in use, the server transfers the client terminal to another customer service terminal according to the transfer request, so that the customer service terminal receiving the transfer of the client terminal simultaneously reads one of the communication contents of the dialog box. The instant customer service system as described in item 1 of the patent application scope, wherein when the server receives a communication request from the client terminal, the server marks a first customer service identification code on the client terminal according to the communication request And record the first customer service identification code, and then connect the customer terminal to the customer service terminal corresponding to the first customer service identification code, so that the customer service terminal and the customer terminal communicate through the dialog box. The real-time customer service system as described in item 2 of the patent application scope, wherein when the server receives the transfer request, the server marks the first customer service identification code marked on the client terminal according to the transfer request Modify to a second customer service identification code, and then connect the client terminal to another customer service terminal corresponding to the second customer service identification code, so that the customer service terminal reads according to the second customer service identification code marked on the customer terminal Get the communication content of the dialogue window. An instant customer service system as described in item 2 of the patent application scope, wherein when the server receives an invitation request, the server marks a second customer service identification code on the client terminal according to the invitation request and records The second customer service identification code, and then connect the client terminal to another customer service terminal corresponding to the second customer service identification code, so that the customer service terminal reads the second customer service identification code marked on the customer terminal The content of the communication in the dialogue window. As described in item 1 of the patent application scope, the real-time customer service system, wherein the communication content includes one or more of a text data, a voice data, a picture data and a video data. The instant online customer service system as described in item 1 of the patent application scope, wherein the main interface of the customer service further includes a live broadcast sub-interface, which plays an advertisement content, the advertisement content is a text advertisement content, a voice advertisement content, an image advertisement Content or a video advertisement. As described in item 1 of the patent application scope, the real-time customer service system, wherein the customer service main interface further includes a two-dimensional barcode, the server scans the two-dimensional barcode on the client terminal and transfers the client terminal to the corresponding The customer service terminal. The real-time customer service system as described in item 1 of the patent application scope, wherein when any of the customer service terminal and the customer terminal communicate through the dialog box and send a voice dialogue request to the server, the server sends a voice Conversation invitation message to the client terminal. As described in item 1 of the patent application scope, the real-time customer service system, wherein the customer service main interface further includes an online visitor status sub-interface, which displays a plurality of online visitors and each online visitor's status information, the status information includes a One or more of the visitor's name, an IP address and a currently visited page and a historical visit list. As described in item 1 of the patent application scope, the real-time customer service system, wherein the customer service main interface further includes a data analysis sub-interface, displays a statistic data, the statistic data includes the number of visitors in a plurality of time intervals. As described in item 1 of the patent application scope, the real-time customer service system, wherein the customer service main interface further includes a voice message sub-interface, the client terminal transmits and stores a voice message message to the server through the voice message sub-interface. The real-time customer service system as described in item 8 of the patent application scope, wherein when any one of the customer service terminal and the customer terminal communicates through the dialog box and sends a video conversation request to the server, the server sends a video Conversation invitation message to the client terminal. The real-time customer service system as described in item 9 of the patent application scope, wherein when any one of the customer service terminals selects one of the online visitors through the online visitor status sub-interface and sends a dialogue invitation request to the server, the server The device sends a conversation invitation message to the online visitor. As described in item 10 of the patent application scope, the real-time customer service system, wherein the data analysis sub-interface further displays a current online visitor data, the current online visitor data includes a plurality of online visitors and each of the online visitors a current online information, The current online information includes one or more of a visiting time, an entry page, and a current stay page. As described in item 10 of the patent application scope, the real-time customer service system, wherein the data analysis sub-interface further displays a source analysis data, the source analysis data includes a plurality of visiting visitors and a status information record of each of the visiting visitors, The status information record includes one or more of a consultation status, a visiting time, an IP address, a region, a keyword, and a source. An instant customer service method includes the following steps: providing a customer service main interface to a plurality of customer service terminals, the customer service main interface includes a customer dialogue sub-interface, the customer dialogue sub-interface provides a dialog box; one of the customer service terminals is passed through The dialog box communicates with a client terminal; and when receiving a transfer request from one of the customer service terminals where the client terminal communicates through the dialog box, the client terminal is transferred to another customer service terminal according to the transfer request , So that the customer service terminal receiving the transfer from the client terminal simultaneously reads the communication content of one of the dialog boxes. The instant customer service method described in item 16 of the patent application scope further includes the following steps: When a communication request is received by the client terminal, a first customer service identification code is marked on the client terminal according to the communication request, And record the first customer service identification code, and then connect the customer terminal to the customer service terminal corresponding to the first customer service identification code, so that the customer service terminal and the customer terminal communicate through the dialog box. The instant customer service method as described in item 17 of the patent application scope further includes the following steps: When receiving the transfer request, the first customer service identification code marked on the client terminal is modified to A second customer service identification code, and then connect the client terminal to another customer service terminal corresponding to the second customer service identification code; and enable the customer service terminal to read according to the second customer service identification code marked on the customer terminal The content of the communication in the dialog window. The instant customer service method as described in item 17 of the patent application scope further includes the following steps: When an invitation request is received, a second customer service identification code is marked on the client terminal according to the invitation request, and the first Two customer service identification codes, and then connect the client terminal to another customer service terminal corresponding to the second customer service identification code; and enable the customer service terminal to read the dialogue according to the second customer service identification code marked on the customer terminal The communication content of the window. The real-time customer service method as described in item 16 of the patent application scope, wherein the communication content includes one or more of a text data, a voice data, a picture data and a video data. The real-time customer service method as described in item 16 of the patent application scope further includes the following steps: Play an advertisement content through a live sub-interface of the main interface of the customer service, the advertisement content is a text advertisement content, a voice advertisement content, an image Advertising content or a video advertising content. The instant customer service method as described in item 16 of the patent application scope further includes the following steps: providing a two-dimensional barcode on the main interface of the customer service; and scanning the two-dimensional barcode on the customer terminal and transferring the customer terminal to The corresponding customer service terminal. The real-time customer service method as described in item 16 of the patent application scope further includes the following steps: When a voice conversation request is received from one of the customer service terminals that the client terminal communicates with via a dialog box, a voice conversation invitation message is sent to the Client terminal. The real-time customer service method described in item 16 of the patent application scope further includes the following steps: displaying a plurality of online visitors and a piece of status information of each of the online visitors through one of the online visitor status sub-interfaces of the main interface of the customer service, the status information Contains a visitor name, an IP address, and one or more of a current visit page and a historical visit list. The real-time customer service method described in item 16 of the patent application scope further includes the following steps: displaying statistical data through a data analysis sub-interface of the main interface of the customer service, the statistical data including the number of visitors in a plurality of time intervals. The instant customer service method as described in item 16 of the patent application scope further includes the following steps: storing a voice message sent from the client terminal via a voice message sub-interface of the main interface of the customer service. The real-time customer service method as described in item 23 of the patent application scope further includes the following steps: When a video conversation request is received from one of the customer service terminals that the client terminal communicates with via a dialog box, a video conversation invitation message is sent to the Client terminal. The instant customer service method as described in item 24 of the patent application scope further includes the following steps: When receiving a dialogue invitation request sent from any of the customer service terminals, a dialogue invitation message is sent to the corresponding online visitor . The instant customer service method as described in item 25 of the patent application scope further includes the following steps: displaying a current online visitor data through the data analysis sub-interface of the main interface of the customer service, the current online visitor data includes a plurality of online visitors and each A current online information of the online visitor, the current online information includes one or more of a visiting time, an entry page and a current stay page. The instant customer service method as described in item 25 of the patent application scope further includes the following steps: displaying a source analysis data through the data analysis sub-interface of the main interface of the customer service, the source analysis data includes a plurality of visiting visitors and each of the A status information record of a visiting visitor. The status information record includes one or more of a consultation status, a visiting time, an IP address, a region, a keyword, and a source.

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