WO2017080204A1 - 故障反馈方法及装置、移动设备 - Google Patents

故障反馈方法及装置、移动设备 Download PDF

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WO2017080204A1
WO2017080204A1 PCT/CN2016/085276 CN2016085276W WO2017080204A1 WO 2017080204 A1 WO2017080204 A1 WO 2017080204A1 CN 2016085276 W CN2016085276 W CN 2016085276W WO 2017080204 A1 WO2017080204 A1 WO 2017080204A1
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recording
mobile device
user
audio
video file
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PCT/CN2016/085276
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English (en)
French (fr)
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王禹
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乐视控股（北京）有限公司
乐视移动智能信息技术（北京）有限公司
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Publication of WO2017080204A1 publication Critical patent/WO2017080204A1/zh

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales

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  • the present application relates to the field of communications, and in particular, to a fault feedback method and apparatus, and a mobile device.
  • the mobile device consumer market is one of the hottest markets today. Take mobile phones as an example, there are about several billion users worldwide. Correspondingly, there are many brands of mobile devices. In order to compete for the market, mobile device manufacturers are constantly improving the user satisfaction of their branded mobile devices.
  • After-sales service after the failure of mobile devices is one of the aspects to test user satisfaction.
  • One is that the user takes the mobile device to the local brand mobile device customer service center, and explains or displays the fault problem to the customer service staff.
  • the other is that the user dials the customer service phone of the brand mobile device to explain to the customer service personnel the problem of the mobile device.
  • the advantage of the former fault feedback method is that the user can communicate well with the customer service personnel, so that the customer service personnel can clearly understand the malfunction of the mobile device.
  • this method requires the user to personally go to the customer service center, wasting the user's time and effort.
  • the advantage of the latter fault feedback method is that the user does not need to go to the customer service center in person, and does not waste too much time for the user, but the user needs to describe the fault problem to the customer service staff, sometimes it has to be described in a long way, and it may not be possible to speak. Clear, and some faulty problems are difficult to describe in words.
  • the purpose of the application is to provide a fault feedback method and device, and a mobile device, which can provide a more convenient fault feedback service for the user and improve the user experience.
  • the present application provides a fault feedback method, including:
  • the audio and video files are sent to the customer service center of the mobile device according to a submission instruction input by the user.
  • the above method may further have the following feature: the sending the audio and video file to the mobile phone's customer service center according to the submitting instruction input by the user includes:
  • the above method may further have the following features, and further includes:
  • the recording and recording are stopped after receiving the stop recording command input by the user.
  • the above method may further have the following features, and further includes:
  • the audio and video files are played according to a playback instruction input by the user.
  • the fault feedback method in the embodiment of the present application can provide a more convenient fault feedback service for the user and improve the user experience.
  • the present application also provides a fault feedback device, including:
  • a receiving module configured to receive a start recording and recording instruction input by the user in case that the mobile device is faulty
  • a recording and recording module configured to: after the receiving module receives the start recording and recording instruction, record and record the screen of the mobile device, and synthesize the result of the recording and recording into an audio and video file;
  • a saving module configured to save an audio and video file synthesized by the recording and recording module
  • the sending module is configured to send the audio and video file saved by the saving module to the customer service center of the mobile device according to the submitting instruction input by the user.
  • the sending module includes:
  • a receiving unit configured to receive, by the user, description information about the audio and video file
  • a sending unit configured to send the audio and video file and the description information of the audio and video file received by the receiving unit to the customer center of the mobile device according to the submitting instruction input by the user.
  • the above device may further have the following features, and further includes:
  • the stop module is configured to stop the recording and recording after receiving a stop recording command input by the user.
  • the above device may further have the following features, and further includes:
  • a playback module configured to play the audio and video file saved by the save module according to a playback instruction input by the user.
  • the fault feedback device of the embodiment of the present application can provide a more convenient fault feedback service for the user and improve the user experience.
  • the present application also provides a mobile device comprising the fault feedback device of any of the preceding claims.
  • the mobile device may also have the following features, and the mobile device is a mobile phone.
  • the mobile device in the embodiment of the present application can provide a more convenient fault feedback service for the user and improve the user experience.
  • FIG. 1 is a flowchart of a fault feedback method according to Embodiment 1 of the present application.
  • FIG. 2 is a structural block diagram of a fault feedback apparatus according to Embodiment 2 of the present application.
  • FIG. 3 is a structural block diagram of a mobile device according to Embodiment 3 of the present application.
  • FIG. 4 is a schematic diagram of a hardware structure of a mobile device 300 according to an embodiment of the present application.
  • FIG. 1 is a flowchart of a fault feedback method according to Embodiment 1 of the present application. As shown in FIG. 1 , in this embodiment, the fault feedback method may include the following steps:
  • Step S101 in the case that the mobile device is faulty, receiving a start recording and recording instruction input by the user;
  • a recording and recording function button can be set on the mobile device, and when the user presses the button, the user inputs a command to start the recording and recording.
  • Step S102 recording and recording the screen of the mobile device, and synthesizing the results of the recording and recording into an audio and video file;
  • the mobile device can be a mobile phone.
  • Step S103 saving the audio and video file
  • Audio and video files that record the screen condition of the mobile device when the mobile device fails can be saved in the local storage of the mobile device.
  • Step S104 Send the audio and video file to the customer service center of the mobile device according to the submit instruction input by the user.
  • a submit button can be set on the mobile device, and when the user presses the submit button, the user submits an instruction.
  • the audio and video file can be sent to the customer service center through the wireless transmission module.
  • a wireless signal such as a WIFI signal
  • the mobile device sends the audio and video file to the customer service center of the mobile device.
  • the step S104 may include: receiving description information of the audio and video file input by the user; and the audio and video file and the sound according to the submit instruction input by the user.
  • the description of the video file is sent to the customer center of the mobile device.
  • the description information of the audio and video file input by the user helps the customer service personnel to further understand the fault of the mobile device, and can also express the user's appeal to the customer service personnel.
  • the fault feedback method may further include: stopping receiving and recording the screen of the mobile device after receiving the stop recording and recording instruction input by the user.
  • the recording and recording function has been activated, when the user presses the aforementioned recording and recording function button again, it indicates that the user has input the instruction to stop the recording and recording.
  • the fault feedback method may further include: playing the audio and video file according to a playback instruction input by the user. This step allows the user to analyze the problem of the mobile device's failure by watching the played audio and video files.
  • the fault feedback method of the embodiment of the present application enables the mobile device to record the situation of the screen by recording and recording in the event of a fault, clearly record the fault of the mobile device, and wirelessly transmit the audio and video files of the recording and recording to the after-sales service.
  • the customer service staff avoids the troubles and deficiencies of the user describing the fault problem to the customer service personnel, saves the user's time, provides the user with a more convenient fault feedback service, and improves the user experience.
  • the fault feedback method of the embodiment of the present application can provide a strong brand quality identity by providing a better after-sales service experience for the user.
  • FIG. 2 is a structural block diagram of a fault feedback apparatus according to Embodiment 2 of the present application.
  • the fault feedback device in the embodiment shown in FIG. 2 can be used to perform the fault feedback method in the foregoing embodiments of the present application.
  • the fault feedback device 200 includes a receiving module 210, a recording and recording module 220, a saving module 230, and a transmitting module 240.
  • the receiving module 210 is configured to receive a start recording and recording instruction input by the user.
  • the recording and recording module 220 is configured to record and record the screen of the mobile device after the receiving module 210 receives the command to start the recording and recording, and synthesize the result of the recording and recording into an audio and video file.
  • the saving module 230 is configured to save the audio and video files synthesized by the recording and recording module 220.
  • the sending module 240 is configured to send the audio and video file saved by the saving module 230 to the customer service center of the mobile device according to the submit command input by the user.
  • the sending module 240 may include a receiving unit and a sending unit.
  • the receiving unit is configured to receive description information of the audio and video file input by the user.
  • the sending unit is configured to send the audio and video file and the description information of the audio and video file received by the receiving unit to the customer center of the mobile device according to the submitting instruction input by the user.
  • the fault feedback device may further include a stop module.
  • the stop module is configured to stop recording and recording the screen of the mobile device after receiving the stop recording command input by the user.
  • the fault feedback device may further include a playback module.
  • the playback module is configured to play the audio and video files saved by the saving module 230 according to the playback instruction input by the user.
  • the mobile device can be a mobile phone.
  • the fault feedback device of the embodiment of the present application enables the mobile device to record the situation of the screen through the recording and recording mode when the fault occurs, clearly record the fault problem of the mobile device, and send the audio and video files of the recorded video to the after-sales service through the wireless method.
  • the customer service staff avoids the troubles and deficiencies of the user describing the fault problem to the customer service personnel, saves the user's time, provides the user with a more convenient fault feedback service, and improves the user experience.
  • the fault feedback device of the embodiment of the present application can provide a strong brand quality identity by providing a better after-sales service experience for the user.
  • FIG. 3 is a structural block diagram of a mobile device according to Embodiment 3 of the present application.
  • the mobile device 300 includes a fault feedback device 200.
  • the fault feedback device 200 can be any fault feedback device in the foregoing embodiments of the present application.
  • the mobile device can be a mobile phone.
  • FIG. 4 is a schematic diagram of a hardware structure of a mobile device 300 according to an embodiment of the present application.
  • mobile device 300 can include one or more of the following components: processing component 302, memory 304, power component 306, multimedia component 308, audio component 310, input/output (I/O) interface 312, sensor Component 314, as well as communication component 316.
  • Processing component 302 typically controls the overall operations of mobile device 300, such as operations associated with display, telephone calls, data communications, camera operations, and recording operations.
  • the processing component 302 can include one or more processors 320 to execute instructions to complete all or part of the steps of the foregoing fault feedback method, including: receiving a user-initiated recording and recording instruction in the event of a failure of the mobile device; Recording and recording the screen of the mobile device, and synthesizing the result of the recording and recording into an audio and video file; saving the audio and video file; and transmitting the audio and video file to the mobile device according to a submit instruction input by the user Customer Service.
  • processing component 302 can include one or more modules to facilitate interaction between component 302 and other components.
  • processing component 302 can include a multimedia module to facilitate The interaction between the multimedia component 308 and the processing component 302.
  • Memory 304 is configured to store various types of data to support operation at mobile device 300. Examples of such data include instructions for any application or method operating on mobile device 300, contact data, phone book data, messages, pictures, videos, and the like.
  • the memory 304 can be implemented by any type of volatile or non-volatile storage device, or a combination thereof, such as static random access memory (SRAM), electrically erasable programmable read only memory (EEPROM), erasable.
  • SRAM static random access memory
  • EEPROM electrically erasable programmable read only memory
  • EPROM Programmable Read Only Memory
  • PROM Programmable Read Only Memory
  • ROM Read Only Memory
  • Magnetic Memory Flash Memory
  • Disk Disk or Optical Disk.
  • Power component 306 provides power to various components of mobile device 300.
  • Power component 306 can include a power management system, one or more power sources, and other components associated with generating, managing, and distributing power for mobile device 300.
  • the multimedia component 308 includes a screen between the mobile device 300 and the user that provides an output interface.
  • the screen can include a liquid crystal display (LCD) and a touch panel (TP). If the screen includes a touch panel, the screen can be implemented as a touch screen to receive input signals from the user.
  • the touch panel includes one or more touch sensors to sense touches, slides, and gestures on the touch panel. The touch sensor may sense not only the boundary of the touch or sliding action, but also the duration and pressure associated with the touch or slide operation.
  • the multimedia component 308 includes a front camera and/or a rear camera. When the mobile device 300 is in an operation mode, such as a shooting mode or a video mode, the front camera and/or the rear camera can receive external multimedia data. Each front and rear camera can be a fixed optical lens system or have focal length and optical zoom capabilities.
  • the audio component 310 is configured to output and/or input an audio signal.
  • audio component 310 includes a microphone (MIC) that is configured to receive an external audio signal when mobile device 300 is in an operational mode, such as a call mode, a recording mode, and a voice recognition mode.
  • the received audio signal may be further stored in memory 304 or transmitted via communication component 316.
  • audio component 310 also includes a speaker for outputting an audio signal.
  • the I/O interface 312 provides an interface between the processing component 302 and the peripheral interface module, which may be a keyboard, a click wheel, a button, or the like. These buttons may include, but are not limited to, a home button, a volume button, a start button, and a lock button.
  • Sensor assembly 314 includes one or more sensors for providing each of mobile device 300 State assessment of aspects.
  • sensor component 314 can detect an open/closed state of mobile device 300, relative positioning of components, such as the display and keypad of mobile device 300, and sensor component 314 can also detect mobile device 300 or mobile device 300. The location of the component changes, the presence or absence of contact of the user with the mobile device 300, the orientation or acceleration/deceleration of the mobile device 300, and the temperature change of the mobile device 300.
  • Sensor assembly 314 can include a proximity sensor configured to detect the presence of nearby objects without any physical contact.
  • Sensor assembly 314 may also include a light sensor, such as a CMOS or CCD image sensor, for use in imaging applications.
  • the sensor assembly 314 can also include an acceleration sensor, a gyro sensor, a magnetic sensor, a pressure sensor, or a temperature sensor.
  • Communication component 316 is configured to facilitate wired or wireless communication between mobile device 300 and other devices.
  • the mobile device 300 can access a wireless network based on a communication standard such as WiFi, 2G, 3G or 4G or a combination thereof.
  • communication component 316 receives broadcast signals or broadcast associated information from an external broadcast management system via a broadcast channel.
  • the communication component 316 also includes a near field communication (NFC) module to facilitate short range communication.
  • NFC near field communication
  • the NFC module can be implemented based on radio frequency identification (RFID) technology, infrared data association (IrDA) technology, ultra-wideband (UWB) technology, Bluetooth (BT) technology, and other technologies.
  • RFID radio frequency identification
  • IrDA infrared data association
  • UWB ultra-wideband
  • Bluetooth Bluetooth
  • mobile device 300 may be implemented by one or more application specific integrated circuits (ASICs), digital signal processors (DSPs), digital signal processing devices (DSPDs), programmable logic devices (PLDs), A gated array (FPGA), controller, microcontroller, microprocessor, or other electronic component implementation for performing the above methods.
  • ASICs application specific integrated circuits
  • DSPs digital signal processors
  • DSPDs digital signal processing devices
  • PLDs programmable logic devices
  • FPGA gated array
  • controller microcontroller, microprocessor, or other electronic component implementation for performing the above methods.
  • the disclosed system, apparatus, and method may be implemented in other manners.
  • the device embodiments described above are merely illustrative.
  • the division of the modules is only a logical function division.
  • multiple modules or components may be combined. Or it can be integrated into another system, or some features can be ignored or not executed.
  • the mutual coupling or direct coupling or communication connection shown or discussed may be through some interface, device or The indirect coupling or communication connection of the module can be electrical, mechanical or other form.
  • the modules described as separate components may or may not be physically separated.
  • the components displayed as modules may or may not be physical modules, that is, may be located in one place, or may be distributed to multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the embodiment.
  • each functional module in each embodiment of the present application may be integrated into one processing unit, or each module may exist physically separately, or two or more modules may be integrated into one unit.
  • the above integrated unit can be implemented in the form of hardware or in the form of hardware plus software functional units.
  • the above-described integrated unit implemented in the form of a software functional unit can be stored in a computer readable storage medium.
  • the software functional unit is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) or a processor to perform the methods of the various embodiments of the present application. Part of the steps.
  • the foregoing storage medium includes: a U disk, a mobile hard disk, a read-only memory (ROM), a random access memory (RAM), a magnetic disk, or an optical disk, and the like, which can store program codes. .
  • the mobile device in the embodiment of the present application enables the mobile device to record the situation of the screen by recording and recording in the event of a fault, clearly record the fault of the mobile device, and send the audio and video files of the recording and video to the after-sales customer service through wireless.
  • the personnel avoids the troubles and deficiencies of the user to describe the fault problem to the customer service personnel, saves the user's time, provides the user with a more convenient fault feedback service, and improves the user experience.
  • the mobile device of the embodiment of the present application can provide a strong brand quality identity by providing a better after-sales service experience for the user.

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Abstract

一种故障反馈方法及装置（200）、移动设备（300）。其中，故障反馈方法包括：在移动设备（300）出现故障的情况下，接收用户输入的启动录音录像指令(S101)；对本移动设备（300）的屏幕进行录像和录音，并将所述录像和录音的结果合成为音视频文件(S102)；保存所述音视频文件(S103)；根据用户输入的提交指令将所述音视频文件发送给本移动设备（300）的客服中心(S104)。该故障反馈方法及装置（200）、移动设备（300）能够为用户提供更加便捷的故障反馈服务，提升了用户体验。

Description

故障反馈方法及装置、移动设备
交叉引用
本申请要求在2015年11月13日提交中国专利局、申请号为201510784590.6、发明名称为“故障反馈方法及装置、移动设备”的中国专利申请的优先权，其全部内容通过引用结合在本申请中。
技术领域
本申请涉及通信领域，尤其涉及一种故障反馈方法及装置、移动设备。
背景技术
移动设备消费市场是当今最热门的市场之一。以手机为例，全球有大约几十亿的用户。与之对应的，移动设备的品牌众多。各移动设备生产商为了争夺市场，都在不断提高自身品牌移动设备的用户满意度。
移动设备出现故障后的售后服务是考验用户满意度的方面之一。目前，有两种故障反馈方式。一种是，用户将移动设备拿到当地的本品牌移动设备客服中心，当面向客服人员说明或展示故障问题。另一种是，用户拨打本品牌移动设备的客服电话，向客服人员说明移动设备出现的故障问题。
前一种故障反馈方式的优点是用户能够和客服人员很好地沟通，使客服人员清楚地了解到移动设备出现的故障问题。但是，这种方式需要用户亲自到客服中心，浪费用户的时间和精力。后一种故障反馈方式的优点是用户不需要亲自到客服中心去，不会浪费用户太多的时间，但是用户需要向客服人员描述故障问题，有时候不得不长篇大论去描述，还未必能讲得清楚，而且有些故障问题很难用语言描述清楚。
可见，移动设备出现故障问题后的售后服务是提高消费者满意度的薄弱环节之一。目前还没有能够有效改善故障反馈的售后服务的方案。
发明内容
本申请的目的在于提供一种故障反馈方法及装置、移动设备，能够为用户提供更加便捷的故障反馈服务，提升用户体验。
为实现上述目的，本申请提出了一种故障反馈方法，包括：
在移动设备出现故障的情况下，接收用户输入的启动录音录像指令；
对本移动设备的屏幕进行录像和录音，并将所述录像和录音的结果合成为音视频文件；
保存所述音视频文件；
根据用户输入的提交指令将所述音视频文件发送给本移动设备的客服中心。
进一步地，上述方法还可具有以下特点，所述根据用户输入的提交指令将所述音视频文件发送给本移动设备的客服中心包括：
接收用户输入的对所述音视频文件的描述信息；
根据用户输入的提交指令，将所述音视频文件和所述对所述音视频文件的描述信息一同发送给本移动设备的客户中心。
进一步地，上述方法还可具有以下特点，还包括：
在接收到用户输入的停止录音录像指令后，停止所述录像和录音。
进一步地，上述方法还可具有以下特点，还包括：
根据用户输入的回放指令播放所述音视频文件。
本申请实施例的故障反馈方法，能够为用户提供更加便捷的故障反馈服务，提升了用户体验。
为实现上述目的，本申请还提出了一种故障反馈装置，包括：
接收模块，用于在移动设备出现故障的情况下，接收用户输入的启动录音录像指令；
录音录像模块，用于在所述接收模块接收到所述启动录音录像指令后，对本移动设备的屏幕进行录像和录音，并将所述录像和录音的结果合成为音视频文件；
保存模块，用于保存所述录音录像模块合成的音视频文件；
发送模块，用于根据用户输入的提交指令将所述保存模块保存的音视频文件发送给本移动设备的客服中心。
进一步地，上述装置还可具有以下特点，所述发送模块包括：
接收单元，用于接收用户输入的对所述音视频文件的描述信息；
发送单元，用于根据用户输入的提交指令，将所述音视频文件和所述接收单元接收的对所述音视频文件的描述信息一同发送给本移动设备的客户中心。
进一步地，上述装置还可具有以下特点，还包括：
停止模块，用于在接收到用户输入的停止录音录像指令后，停止所述录像和录音。
进一步地，上述装置还可具有以下特点，还包括：
回放模块，用于根据用户输入的回放指令播放所述保存模块保存的音视频文件。
本申请实施例的故障反馈装置，能够为用户提供更加便捷的故障反馈服务，提升了用户体验。
为实现上述目的，本申请还提出了一种移动设备，包括前述任一项所述的故障反馈装置。
进一步地，上述移动设备还可具有以下特点，所述移动设备为手机。
本申请实施例的移动设备，能够为用户提供更加便捷的故障反馈服务，提升了用户体验。
附图说明
图1为本申请实施例一中故障反馈方法的流程图。
图2为本申请实施例二中故障反馈装置的结构框图。
图3为本申请实施例三中移动设备的结构框图。
图4为本申请实施例中移动设备300的一种硬件结构示意图。
具体实施方式
以下结合附图对本申请的原理和特征进行描述，所举实施例只用于解释本申请，并非用于限定本申请的范围。对于本领域普通技术人员来讲，在不付出创造性劳动的前提下，根据本申请精神所获得的所有实施例，都属于本申请的保护范围。
图1为本申请实施例一中故障反馈方法的流程图。如图1所示，本实施例中，故障反馈方法可以包括如下步骤：
步骤S101，在移动设备出现故障的情况下，接收用户输入的启动录音录像指令；
在具体应用中，可以在移动设备设置一个录音录像功能按键，当用户按下这个按键时，就表示用户输入了启动录音录像指令。
不仅在移动设备启动后可以开启对移动设备的屏幕进行录像和录音的功能，即使在移动设备启动过程中也可以开启对移动设备的屏幕进行录像和录音的功能。这样就可以将移动设备可能出现的故障都通过录音录像的方式记录下来，有助于售后的客服人员清楚了解移动设备所出现的问题。
步骤S102，对本移动设备的屏幕进行录像和录音，并将录像和录音的结果合成为音视频文件；
其中，移动设备可以是手机。
通过对移动设备的屏幕进行录像和录音，可以清楚地记录移动设备出现故障时的反映。这不但避免了用户向售后的客服人员描述故障问题的麻烦，还能够将难以用语言描述清楚的故障问题让客服人员理解透彻，有助于客服人员更快地找到故障问题所在，以便及早解决这些故障。
步骤S103，保存该音视频文件；
记录移动设备出现故障时移动设备的屏幕情况的音视频文件可以保存在移动设备的本地存储中。
步骤S104，根据用户输入的提交指令将该音视频文件发送给本移动设备的客服中心。
在具体应用中，可以在移动设备设置一个提交按键，当用户按下这个提交按键时，就表示用户提交指令。
在具体应用中，可以通过无线传输模块将该音视频文件发送给客服中心。在有无线信号(例如WIFI信号)的情况下，用户输入提交指令后，移动设备就将该音视频文件发送给本移动设备的客服中心。
在本申请实施例中，步骤S104可以包括：接收用户输入的对该音视频文件的描述信息；根据用户输入的提交指令，将该音视频文件和对该音 视频文件的描述信息一同发送给本移动设备的客户中心。用户输入的对该音视频文件的描述信息有助于客服人员进一步理解移动设备的故障问题，还可以向客服人员表达用户的诉求。
在本申请实施例中，故障反馈方法还可以包括：在接收到用户输入的停止录音录像指令后，停止对本移动设备的屏幕进行录像和录音。在具体应用中，在录音录像功能已经启动的情况下，用户再按下前述的录音录像功能按键时，就表示用户输入了停止录音录像指令。
在本申请实施例中，故障反馈方法还可以包括：根据用户输入的回放指令播放该音视频文件。该步骤可以使用户通过观看回放的音视频文件，分析移动设备的故障问题所在。
本申请实施例的故障反馈方法，使得移动设备能够在出现故障时通过录音录像方式记录自身屏幕的情况，清楚记录移动设备的故障问题，并将录音录像的音视频文件通过无线方式发送给售后的客服人员，避免了用户向客服人员描述故障问题的麻烦和不足，节省了用户的时间，为用户提供了更加便捷的故障反馈服务，提升了用户体验。并且，本申请实施例的故障反馈方法，通过提供给用户更优质的售后服务体验，可以使用户产生强烈的品牌质量认同感。
图2为本申请实施例二中故障反馈装置的结构框图。图2所示实施例中的故障反馈装置可以用于执行本申请前述实施例中的故障反馈方法。
如图2所示，本实施例中，故障反馈装置200包括接收模块210、录音录像模块220、保存模块230和发送模块240。其中，接收模块210用于接收用户输入的启动录音录像指令。录音录像模块220用于在接收模块210接收到启动录音录像指令后，对本移动设备的屏幕进行录像和录音，并将录像和录音的结果合成为音视频文件。保存模块230用于保存录音录像模块220合成的音视频文件。发送模块240用于根据用户输入的提交指令将保存模块230保存的音视频文件发送给本移动设备的客服中心。
在本申请实施例中，发送模块240可以包括接收单元和发送单元。接收单元用于接收用户输入的对该音视频文件的描述信息。发送单元用于根据用户输入的提交指令，将该音视频文件和接收单元接收的对该音视频文件的描述信息一同发送给本移动设备的客户中心。
在本申请实施例中，故障反馈装置还可以包括停止模块。停止模块用于在接收到用户输入的停止录音录像指令后，停止对移动设备的屏幕进行录像和录音。
在本申请实施例中，故障反馈装置还可以包括回放模块。回放模块用于根据用户输入的回放指令播放保存模块230保存的音视频文件。
其中，移动设备可以是手机。
本申请实施例的故障反馈装置，使得移动设备能够在出现故障时通过录音录像方式记录自身屏幕的情况，清楚记录移动设备的故障问题，并将录音录像的音视频文件通过无线方式发送给售后的客服人员，避免了用户向客服人员描述故障问题的麻烦和不足，节省了用户的时间，为用户提供了更加便捷的故障反馈服务，提升了用户体验。并且，本申请实施例的故障反馈装置，通过提供给用户更优质的售后服务体验，可以使用户产生强烈的品牌质量认同感。
图3为本申请实施例三中移动设备的结构框图。如图3所示，本实施例中，移动设备300包括故障反馈装置200。其中，故障反馈装置200可以是本申请前述实施例中的任一种故障反馈装置。
其中，移动设备可以为手机。
请参见图4，其为本申请实施例所提供的移动设备300的一种硬件结构示意图。如图4所示，移动设备300可以包括以下一个或多个组件：处理组件302，存储器304，电源组件306，多媒体组件308，音频组件310，输入/输出(I/O)的接口312，传感器组件314，以及通信组件316。
处理组件302通常控制移动设备300的整体操作，诸如与显示，电话呼叫，数据通信，相机操作和记录操作相关联的操作。处理组件302可以包括一个或多个处理器320来执行指令，以完成前述的故障反馈方法的全部或部分步骤，具体包括：在移动设备出现故障的情况下，接收用户输入的启动录音录像指令；对本移动设备的屏幕进行录像和录音，并将所述录像和录音的结果合成为音视频文件；保存所述音视频文件；根据用户输入的提交指令将所述音视频文件发送给本移动设备的客服中心。
此外，处理组件302可以包括一个或多个模块，便于处理组件302和其他组件之间的交互。例如，处理组件302可以包括多媒体模块，以方便 多媒体组件308和处理组件302之间的交互。
存储器304被配置为存储各种类型的数据以支持在移动设备300的操作。这些数据的示例包括用于在移动设备300上操作的任何应用程序或方法的指令，联系人数据，电话簿数据，消息，图片，视频等。存储器304可以由任何类型的易失性或非易失性存储设备或者它们的组合实现，如静态随机存取存储器(SRAM)，电可擦除可编程只读存储器(EEPROM)，可擦除可编程只读存储器(EPROM)，可编程只读存储器(PROM)，只读存储器(ROM)，磁存储器，快闪存储器，磁盘或光盘。
电源组件306为移动设备300的各种组件提供电力。电源组件306可以包括电源管理系统，一个或多个电源，及其他与为移动设备300生成、管理和分配电力相关联的组件。
多媒体组件308包括在所述移动设备300和用户之间的提供一个输出接口的屏幕。在一些实施例中，屏幕可以包括液晶显示器(LCD)和触摸面板(TP)。如果屏幕包括触摸面板，屏幕可以被实现为触摸屏，以接收来自用户的输入信号。触摸面板包括一个或多个触摸传感器以感测触摸、滑动和触摸面板上的手势。所述触摸传感器可以不仅感测触摸或滑动动作的边界，而且还检测与所述触摸或滑动操作相关的持续时间和压力。在一些实施例中，多媒体组件308包括一个前置摄像头和/或后置摄像头。当移动设备300处于操作模式，如拍摄模式或视频模式时，前置摄像头和/或后置摄像头可以接收外部的多媒体数据。每个前置摄像头和后置摄像头可以是一个固定的光学透镜系统或具有焦距和光学变焦能力。
音频组件310被配置为输出和/或输入音频信号。例如，音频组件310包括一个麦克风(MIC)，当移动设备300处于操作模式，如呼叫模式、记录模式和语音识别模式时，麦克风被配置为接收外部音频信号。所接收的音频信号可以被进一步存储在存储器304或经由通信组件316发送。在一些实施例中，音频组件310还包括一个扬声器，用于输出音频信号。
I/O接口312为处理组件302和外围接口模块之间提供接口，上述外围接口模块可以是键盘，点击轮，按钮等。这些按钮可包括但不限于：主页按钮、音量按钮、启动按钮和锁定按钮。
传感器组件314包括一个或多个传感器，用于为移动设备300提供各 个方面的状态评估。例如，传感器组件314可以检测到移动设备300的打开/关闭状态，组件的相对定位，例如所述组件为移动设备300的显示器和小键盘，传感器组件314还可以检测移动设备300或移动设备300一个组件的位置改变，用户与移动设备300接触的存在或不存在，移动设备300方位或加速/减速和移动设备300的温度变化。传感器组件314可以包括接近传感器，被配置用来在没有任何的物理接触时检测附近物体的存在。传感器组件314还可以包括光传感器，如CMOS或CCD图像传感器，用于在成像应用中使用。在一些实施例中，该传感器组件314还可以包括加速度传感器，陀螺仪传感器，磁传感器，压力传感器或温度传感器。
通信组件316被配置为便于移动设备300和其他设备之间有线或无线方式的通信。移动设备300可以接入基于通信标准的无线网络，如WiFi、2G、3G或4G或它们的组合。在一个示例性实施例中，通信组件316经由广播信道接收来自外部广播管理系统的广播信号或广播相关信息。在一个示例性实施例中，所述通信组件316还包括近场通信(NFC)模块，以促进短程通信。例如，在NFC模块可基于射频识别(RFID)技术，红外数据协会(IrDA)技术，超宽带(UWB)技术，蓝牙(BT)技术和其他技术来实现。
在示例性实施例中，移动设备300可以被一个或多个应用专用集成电路(ASIC)、数字信号处理器(DSP)、数字信号处理设备(DSPD)、可编程逻辑器件(PLD)、现场可编程门阵列(FPGA)、控制器、微控制器、微处理器或其他电子元件实现，用于执行上述方法。
所属领域的技术人员可以清楚地了解到，为描述的方便和简洁，上述描述的系统，装置和模块的具体工作过程，可以参考前述方法实施例中的对应过程，在此不再赘述。
在本申请所提供的几个实施例中，应该理解到，所揭露的系统，装置和方法，可以通过其它的方式实现。例如，以上所描述的装置实施例仅仅是示意性的，例如，所述模块的划分，仅仅为一种逻辑功能划分，实际实现时可以有另外的划分方式，例如，多个模块或组件可以结合或者可以集成到另一个系统，或一些特征可以忽略，或不执行。另一点，所显示或讨论的相互之间的耦合或直接耦合或通信连接可以是通过一些接口，装置或 模块的间接耦合或通信连接，可以是电性，机械或其它的形式。
所述作为分离部件说明的模块可以是或者也可以不是物理上分开的，作为模块显示的部件可以是或者也可以不是物理模块，即可以位于一个地方，或者也可以分布到多个网络单元上。可以根据实际的需要选择其中的部分或者全部模块来实现本实施例方案的目的。
另外，在本申请各个实施例中的各功能模块可以集成在一个处理单元中，也可以是各个模块单独物理存在，也可以两个或两个以上模块集成在一个单元中。上述集成的单元既可以采用硬件的形式实现，也可以采用硬件加软件功能单元的形式实现。
上述以软件功能单元的形式实现的集成的单元，可以存储在一个计算机可读取存储介质中。上述软件功能单元存储在一个存储介质中，包括若干指令用以使得一台计算机装置(可以是个人计算机，服务器，或者网络装置等)或处理器(Processor)执行本申请各个实施例所述方法的部分步骤。而前述的存储介质包括：U盘、移动硬盘、只读存储器(Read-Only Memory，ROM)、随机存取存储器(Random Access Memory，RAM)、磁碟或者光盘等各种可以存储程序代码的介质。
本申请实施例的移动设备，使得移动设备能够在出现故障时通过录音录像方式记录自身屏幕的情况，清楚记录移动设备的故障问题，并将录音录像的音视频文件通过无线方式发送给售后的客服人员，避免了用户向客服人员描述故障问题的麻烦和不足，节省了用户的时间，为用户提供了更加便捷的故障反馈服务，提升了用户体验。并且，本申请实施例的移动设备，通过提供给用户更优质的售后服务体验，可以使用户产生强烈的品牌质量认同感。
以上所述仅为本申请的较佳实施例，并不用以限制本申请，凡在本申请的精神和原则之内，所作的任何修改、等同替换、改进等，均应包含在本申请的保护范围之内。

Claims (10)

  1. 一种故障反馈方法，其特征在于，包括：
    在移动设备出现故障的情况下，接收用户输入的启动录音录像指令；
    对本移动设备的屏幕进行录像和录音，并将所述录像和录音的结果合成为音视频文件；
    保存所述音视频文件；
    根据用户输入的提交指令将所述音视频文件发送给本移动设备的客服中心。
  2. 根据权利要求1所述的故障反馈方法，其特征在于，所述根据用户输入的提交指令将所述音视频文件发送给本移动设备的客服中心包括：
    接收用户输入的对所述音视频文件的描述信息；
    根据用户输入的提交指令，将所述音视频文件和所述对所述音视频文件的描述信息一同发送给本移动设备的客户中心。
  3. 根据权利要求1所述的故障反馈方法，其特征在于，还包括：
    在接收到用户输入的停止录音录像指令后，停止所述录像和录音。
  4. 根据权利要求1所述的故障反馈方法，其特征在于，还包括：
    根据用户输入的回放指令播放所述音视频文件。
  5. 一种故障反馈装置，其特征在于，包括：
    接收模块，用于在移动设备出现故障的情况下，接收用户输入的启动录音录像指令；
    录音录像模块，用于在所述接收模块接收到所述启动录音录像指令后，对本移动设备的屏幕进行录像和录音，并将所述录像和录音的结果合成为音视频文件；
    保存模块，用于保存所述录音录像模块合成的音视频文件；
    发送模块，用于根据用户输入的提交指令将所述保存模块保存的音视频文件发送给本移动设备的客服中心。
  6. 根据权利要求5所述的故障反馈装置，其特征在于，所述发送模块包括：
    接收单元，用于接收用户输入的对所述音视频文件的描述信息；
    发送单元，用于根据用户输入的提交指令，将所述音视频文件和所述接收单元接收的对所述音视频文件的描述信息一同发送给本移动设备的客户中心。
  7. 根据权利要求5所述的故障反馈装置，其特征在于，还包括：
    停止模块，用于在接收到用户输入的停止录音录像指令后，停止所述录像和录音。
  8. 根据权利要求5所述的故障反馈装置，其特征在于，还包括：
    回放模块，用于根据用户输入的回放指令播放所述保存模块保存的音视频文件。
  9. 一种移动设备，其特征在于，包括权利要求5至8任一项所述的故障反馈装置。
  10. 根据权利要求9所述的移动设备，其特征在于，所述移动设备为手机。
PCT/CN2016/085276 2015-11-13 2016-06-08 故障反馈方法及装置、移动设备 WO2017080204A1 (zh)

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