TWM620256U - Customer service system - Google Patents

Abstract

A customer service system is provided. The system includes a server and a plurality of customer service electronic devices. The server is set at an office location. The plurality of customer service electronic devices is respectively set at a plurality of home locations. Each of the plurality of home locations is different from the office location. Each of the plurality of customer service electronic devices connects to the server by a VPN technology. In response to receiving a service request from a client electronic device, the server obtains a current working status from each of the plurality of customer service electronic devices. If a first current working state of a first customer service electronic device is a serviceable state, the server transmits the service request to the first customer service electronic device. The first customer service electronic device provides a customer voice service to the client electronic device.

Description

Customer Service System

This new creation is about a customer service system.

In a general customer service system, customer service personnel must be in the office to provide services to customers (for example, answering customer questions with voice conversations). However, when a special accident (such as a natural disaster) prevents the customer service staff from reaching the office, customer service will be interrupted. In addition, the general customer service system often encounters situations in which multiple transfers are required to find a suitable customer service staff, and customers have to wait a long time to receive customer service voice services. Based on this, it is necessary to propose an improved customer service system.

The new creation provides a customer service system to provide customer service personnel with higher work flexibility and improve customer service efficiency.

The customer service system created by the present invention includes a server and a plurality of customer service terminal electronic devices. The server is set up at the office location. The customer service electronic devices are respectively installed in multiple home locations, and each of the home locations is different from the office location, and each of the customer service electronic devices is connected to the server using a virtual private network technology , Wherein: in response to receiving the service request from the client electronic device, the server obtains the current working status from each of the customer service electronic devices; if the first customer service electronic device of the customer service electronic devices The current working state is a serviceable state, and the server transmits a service request to the first customer service terminal electronic device; the first customer service terminal electronic device provides a customer service voice service to the client electronic device, and sets the first current working state to the in-service state.

Based on the above, the customer service system created by the new model allows the customer service staff at home to receive calls (service requests) from customers to provide customer service voice services. Based on this, it can provide customer service staff with higher work flexibility. In addition, the customer service system created by the new model can also select suitable customer service personnel according to the business that the customer has applied for, and recommend that the customer make an appointment for another service time when the customer service personnel cannot provide customer service voice services in real time. In addition, the supervisor of the customer service staff can also obtain the current working status of each remote customer service staff, thereby improving the overall efficiency and satisfaction of customer service.

In order to make the above-mentioned features and advantages of the new creation more obvious and understandable, the following specific examples are given in conjunction with the accompanying drawings to describe in detail as follows.

Fig. 1 is a schematic diagram of a customer service system 100 according to an embodiment of the present invention. The system 100 includes a server 110, a customer service terminal electronic device 120a to a customer service terminal electronic device 120c, and a supervisor terminal electronic device 130. It should be noted that the number of electronic devices on the customer service side shown in FIG. 1 is only for illustration, and the creation of the present invention is not limited to this.

The server 110, the customer service terminal electronic device 120a~the customer service terminal electronic device 120c, the supervisor terminal electronic device 130, and the client electronic device 200 are, for example, a personal computer, a smart phone, a tablet computer, or other similar devices. The server 110, the customer service terminal electronic device 120a~the customer service terminal electronic device 120c, the supervisor terminal electronic device 130, and the client electronic device 200 may all include a communication chip (not shown in the figure), a storage device (not shown in the figure) ) And processing module (not shown in the figure).

The communication chip can support Global System for Mobile communication (GSM), Personal Handy-phone System (PHS), Code Division Multiple Access (CDMA) system, and broadband code division. Multiple access (WCDMA, Wideband Code Division Multiple Access) system, Long Term Evolution (LTE, Long Term Evolution) system, Worldwide interoperability for Microwave Access (WiMAX, Worldwide interoperability for Microwave Access) system, Wireless Fidelity (Wi-Fi, Wireless Fidelity) ) system, the fifth generation of mobile communication network ^{(5G, 5 th Generation Mobile Network} ) system, or component signal transmission Bluetooth.

The storage device can be any type of fixed or removable random access memory (RAM, Random Access Memory), read-only memory (ROM, Read-Only Memory), flash memory (flash memory), hard disk ( HDD, Hard Disk Drive), Solid State Drive (SSD, Solid State Drive) or similar components or a combination of the above components.

The processing module can be a central processing unit (CPU, Central Processing Unit), or other programmable general-purpose or special-purpose microprocessor (Microprocessor), digital signal processor (DSP, Digital Signal Processor), programmable Integrated circuit (ASIC, Application Specific Integrated Circuit) or other similar components or a combination of the above components.

As shown in FIG. 1, the server 110 is set in an office location, and the customer service terminal electronic device 120a~the customer service terminal electronic device 120c are respectively set at home location a~home location c, and home location a~home location c are different from each other. Office location. In addition, the customer-end electronic device 120a~the customer-end electronic device 120c can all be connected to the server 110 using a virtual private network technology (VPN, Virtual Private Network). In other words, the customer service personnel who use the customer service terminal electronic devices can not go to the office, but complete the work that must have been done in the office at their own home.

The customer can dial a specific dedicated line number (for example, a number starting with 0800) via the client electronic device 200 to send a service request to the server 110.

After the server 110 receives the service request from the client electronic device 200, in order to distribute the service request to the customer service electronic device that can provide services in real time, the server 110 can obtain the current service from the customer service electronic device 120a~the customer electronic device 120c, respectively. Working status. The current working status is, for example, a serviceable status, an in-service status (that is, in a conversation with a customer), or an unserviceable status (for example, a customer service staff temporarily leaves), etc.

Assuming that the current working state of the customer service electronic device 120a at this time is a serviceable state, the server 110 may transmit the service request to the customer service electronic device 120a.

In another embodiment, the server 110 may pre-store the service category 1 that a specific customer using the client electronic device 200 has subscribed to, and store the phone number of the specific customer (ie, the client electronic device 200). In addition, the server 110 may pre-store each service type corresponding to each customer service terminal electronic device. The server 110 can determine which customer service electronic device to allocate the service request to according to the pre-stored information.

For example, suppose that the customer service terminal electronic device 120a corresponds to business category 1 (that is, the customer service terminal electronic device 120a is a customer service staff of business category 1), the customer service terminal electronic device 120b corresponds to business category 2 and the customer service terminal electronic device 120c corresponds to For business category 3. After the server 110 receives the service request from the client electronic device 200, the server 110 can learn/parse the (incoming call) phone number of the client electronic device 200, and further obtain the type of service that this particular customer has applied for based on the phone number 1. Based on this, the server 110 can determine that the service type corresponding to the customer service terminal electronic device 120a matches the type of service the customer has subscribed for (that is, the customer service using the customer service terminal electronic device 120a should be able to fully answer the customer’s question), if the customer service terminal The current working state of the electronic device 120a is a serviceable state, and the server 110 may preferentially transmit the service request to the customer service electronic device 120a.

After receiving the service request, the customer service terminal electronic device 120a may provide a customer service voice service to the client electronic device 200 (via the server 110). In addition, the customer service electronic device 120a can set its current working state to the in-service state. The customer service voice service is, for example, the customer service staff (using the customer service terminal electronic device 120a) using Internet phone technology (but not limited to this) to answer the customer's questions (using the client electronic device 200) in a conversational manner.

On the other hand, after the server 110 receives the service request from the client electronic device 200, it is assumed that the current working status obtained by the server 110 from the customer service terminal electronic device 120a~the customer service terminal electronic device 120c is an unserviceable state or a service. In the medium state, in other words, there is no electronic device on the customer service side that can provide services in real time, and the server 110 may record this service request as a pending service request (and add 1 to the number of pending service requests). Furthermore, the server 110 can obtain the current working status of the customer service terminal electronic device 120a~the customer service terminal electronic device 120c again after a specific preset time, and after knowing that the specific customer service terminal electronic device is available for service , Transmit the pending service request to this specific customer service terminal electronic device (and reduce the number of pending service requests by 1).

In addition, if there is no customer service electronic device that can provide services in real time, and the server 110 receives a new service request (from other client electronic devices), it means that these new service requests will wait a long time before being received. deal with. In this case, the server 110 may determine the subsequent process according to the number of service requests to be processed and a specific (preset) threshold. Assuming that the number of service requests to be processed is greater than a certain threshold, the server 110 may determine that the service requests received later will not be processed immediately. Therefore, when a new service request is received, the server 110 may send a message suggesting an appointment time for customer service ( Either text or voice) is sent to the client electronic device 200 to suggest that the customer make an appointment for another time, so that there is no need for the calling customer to wait too long. After the server 110 receives the new appointment time from the client electronic device 200, the server 110 can use the method described in the foregoing embodiment to select the electronic device (that can provide real-time customer service voice service) at the time of the appointment. For example, as described in the foregoing embodiment, a customer service electronic device that matches the type of service that the customer has subscribed to and is in a serviceable state is selected, and the customer service electronic device actively initiates a voice call to the client electronic device 200, To provide customer service voice services, thereby optimizing the overall quality of the customer service system to enhance service satisfaction/feeling.

In another embodiment, when there is no customer service electronic device that can provide services in real time, and the server 110 receives multiple new service requests, the server 110 can process these new service requests that cannot be processed in real time. Sort them for subsequent processing (when there is a customer service electronic device that can provide services in real time). For example, the server 110 can comprehensively determine the order of follow-up processing based on factors such as the sequence of customer calls, the number of customer calls, the importance of the nature of the business that the customer has applied for, whether the customer is a VIP member, etc. Prioritize processing). On the other hand, if the number of pending service requests is not greater than a certain threshold, the order of customer service will adopt a fairer order of incoming calls.

In another embodiment, in order to understand the work status of each customer service employee, the supervisor electronic device 130 can use remote desktop technology (WVD, Windows Virtual Desktop) to connect to the server 110 to obtain the customer service electronic device from the server 110 120a~Current working status of the electronic device 120c on the customer service side. The host electronic device 130 may also obtain the aforementioned number of pending service requests from the server 110.

In addition, if the current working state of the specific customer service terminal electronic device is the in-service state, the supervisor-end electronic device 130 can obtain the service time corresponding to the in-service state. For example, if the supervisor electronic device 130 learns that the customer service staff using the customer service electronic device 120a has been in a voice call with the customer for more than 10 minutes, the supervisor electronic device 130 can provide assistance or guidance to the customer service staff, thereby quickly satisfying Or solve the consulting needs or problems of customers who call.

In summary, the customer service system created by the new model allows the customer service staff at home to receive calls (service requests) from customers to provide customer service voice services. Based on this, it can provide customer service staff with higher work flexibility. In addition, the customer service system created by the new model can also select suitable customer service personnel according to the business that the customer has applied for, and recommend that the customer make an appointment for another service time when the customer service personnel cannot provide customer service voice services in real time. In addition, the supervisor of the customer service staff can also obtain the current working status of each remote customer service staff, thereby improving the overall efficiency and satisfaction of customer service.

Although the creation of this new type has been disclosed in the above embodiments, it is not intended to limit the creation of this new type. Anyone with ordinary knowledge in the technical field can make some changes and changes without departing from the spirit and scope of the creation of this new type. Retouching, therefore, the scope of protection for the creation of this new model shall be subject to the scope of the attached patent application.

100: Customer Service System 110: server 120a~120c: Customer service terminal electronic device 130: Main-end electronic device 200: Client electronic device

Fig. 1 is a schematic diagram of a customer service system according to an embodiment of the present invention.

100: Customer Service System

110: server

120a~120c: Customer service terminal electronic device

130: Main-end electronic device

200: Client electronic device

Claims (6)

A customer service system including: A server located in an office location; and A plurality of customer service terminal electronic devices, the customer service terminal electronic devices are respectively installed in a plurality of home locations, and each of the home locations is different from the office location, and each of the customer service terminal electronic devices uses one The virtual private network technology is connected to the server, where: In response to receiving a service request from a client electronic device, the server obtains a current working status from each of the customer service electronic devices; If a first current working state of a first customer service electronic device among the customer service electronic devices is a serviceable state, the server transmits the service request to the first customer service electronic device; The first customer service terminal electronic device provides a customer service voice service to the client electronic device, and sets the first current working state to an in-service state. The customer service system according to claim 1, wherein the server stores a service category corresponding to the client electronic device, and stores a plurality of service categories corresponding to the customer service terminal electronic devices, wherein : In response to receiving the service request from the client electronic device, if the first current working state of the first customer service electronic device is the serviceable state and corresponds to the first customer service electronic device A first service type of matches the service type that has been applied for, and the server transmits the service request to the first customer service terminal electronic device. The customer service system according to claim 1, further comprising a supervisor-end electronic device, in which: The host electronic device connects to the server by using a remote desktop technology; The host electronic device obtains the current working status of each of the customer service electronic devices from the server. The customer service system according to claim 3, wherein: If the current working state is the in-service state, the supervisor-end electronic device obtains a service time corresponding to the in-service state from the server. The customer service system according to claim 1, wherein: If the current working state of each of the customer service electronic devices is an unserviceable state or the in-service state, the server records the service request as a pending service request. The customer service system according to claim 5, wherein: If the number of pending service requests is greater than a threshold value, the server transmits a message suggesting an appointment for customer service time to the client electronic device in response to receiving the service request from the client electronic device.

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