WO2019024236A1

WO2019024236A1 - Priority-based customer follow-up method and system, electronic apparatus and readable storage medium

Info

Publication number: WO2019024236A1
Application number: PCT/CN2017/105029
Authority: WO
Inventors: 晏湘涛
Original assignee: 平安科技（深圳）有限公司
Priority date: 2017-08-04
Filing date: 2017-09-30
Publication date: 2019-02-07
Also published as: CN107679635A

Abstract

A priority-based customer follow-up method and system, an electronic apparatus and a readable storage medium. The method comprises: acquiring an appointed communication time point, an appointed communication duration and a customer type of each customer to be communicated with (S10); calculating a time difference between the appointed communication time point of each customer to be communicated with and the current time, and according to the calculated time difference, the appointed communication duration and the customer type, determining, according to a pre-set rule, a communication priority of each customer to be communicated with (S20); and displaying each customer to be communicated with according to the descending order of communication priorities (S30), so that a user prioritizes a customer to be communicated with with a higher priority. By means of the method, a user prioritizes a customer to be communicated with with a higher priority, thereby improving the efficiency of remote service marketing.

Description

Priority-based customer follow-up method, system, electronic device and readable storage medium

Priority claim

This application is based on the Paris Convention affirming the priority of the Chinese patent application entitled "Priority-based customer follow-up method, system and readable storage medium" submitted on August 4, 2017, CN201710658105.X, China The entire content of the patent application is incorporated herein by reference.

Technical field

The present invention relates to the field of computer technologies, and in particular, to a priority-based client follow-up method, system, electronic device, and readable storage medium.

Background technique

In the current remote service scenario, the staff, such as the agent, will determine the appointment communication time with the customer, which is often a specific time point. However, in actual situations, it is often the case that the agent spends a long time communicating with the A customer, and cannot communicate with the B customer according to the agreed exact time. When the communication with the A customer ends, it is often the communication time agreed with the C customer. At this time, if the communication priority of B is higher than C, the two customers B and C will not be satisfied. Therefore, there is a need for a technical solution for prioritizing tasks for different customers' appointment communication time to improve communication efficiency and rationality with different customers.

Summary of the invention

The main object of the present invention is to provide a priority-based customer follow-up method, system, electronic device and readable storage medium, which aims to improve the communication efficiency of customer follow-up.

To achieve the above objective, a first aspect of the present application provides an electronic device, where the electronic device includes a storage device and a processing device, where the priority device-based customer that can run on the processing device is stored The system, when the priority-based customer follow-up system is executed by the processing device, implements the following steps:

A. Obtain the appointment communication time point, appointment communication duration and customer type of each customer to be communicated;

B. Calculate the time difference between the scheduled communication time point of each customer to be communicated and the current time, and determine each according to the preset rule according to the calculated time difference before and after, the length of the appointment communication and the type of the customer. Communication priority of the customer to be communicated;

C. Display each customer to be communicated according to the level of communication priority, so that the user can prioritize the high priority communication customers.

The second aspect of the present application provides a priority-based customer follow-up method, which is applied to an electronic device, and the method includes:

B. Calculate the time difference between the time of the appointment communication of each customer to be communicated and the current time, and determine the communication priority of each customer to be communicated according to the preset rule according to the calculated time difference before and after, the length of the appointment communication time and the type of the customer;

A third aspect of the present application provides a priority-based customer tracking system, the priority-based customer tracking system comprising:

The obtaining module is configured to obtain an appointment communication time point, an appointment communication duration, and a customer type of each customer to be communicated;

The determining module is configured to calculate a time difference between the scheduled communication time point and the current time of each customer to be communicated, and determine the communication of each customer to be communicated according to a preset rule according to the calculated time difference before and after, the length of the communication time of the appointment, and the type of the customer. priority;

The sorting module is configured to display each of the to-be-communicated customers according to the level of communication priority, so that the user can prioritize the high-priority communication to be communicated.

A fourth aspect of the present application provides a computer readable storage medium having stored thereon at least one computer readable instruction executable by a processing device to:

Priority-based customer follow-up method, system, electronic device and readable storage provided by the present invention The medium, by calculating the time difference between the latest appointment communication time point of each to-be-communicated customer and the current time, and determining the communication priority of each to-be-connected customer according to the preset rule according to the calculated time difference before and after, the appointment communication duration and the customer type Level; display according to the order of communication priority. Since the time difference between the scheduled communication time point of the to-be communicated client and the current time, the length of the appointment communication time, and the customer type can be calculated, and the preset rule is used to determine the communication priority corresponding to the customer to be communicated with different time difference, Therefore, it is possible to dynamically and reasonably prioritize different customers according to the different appointment time of each customer, so that the user can prioritize the high priority communication customers, ensure the satisfaction of as many customers as possible, and improve the remote service. s efficiency.

DRAWINGS

1 is a schematic diagram of an operating environment of a priority-based customer tracking system 10 according to a preferred embodiment of the present invention;

2 is a schematic diagram of functional modules of an embodiment of a priority-based customer tracking system according to the present invention;

FIG. 3 is a schematic flowchart diagram of an embodiment of a priority-based customer follow-up method according to the present invention.

The implementation, functional features, and advantages of the present invention will be further described in conjunction with the embodiments.

Detailed ways

The present invention will be further described in detail below with reference to the accompanying drawings and embodiments, in order to make the present invention. It is understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.

The present invention provides a priority based customer follow-up system. Please refer to FIG. 1, which is a schematic diagram of an operating environment of a preferred embodiment of the priority-based customer tracking system 10.

In the present embodiment, the priority-based customer tracking system 10 is installed and operated in the electronic device 1. The electronic device 1 may include, but is not limited to, a storage device 11, a processing device 12, and a display 13. Figure 1 shows only the electronic device 1 with components 11-13, but it should be understood that not all illustrated components may be implemented, and more or fewer components may be implemented instead.

The storage device 11 may in some embodiments be an internal storage unit of the electronic device 1, such as a hard disk or memory of the electronic device 1. The storage device 11 may also be an external storage device of the electronic device 1 in other embodiments, such as a plug-in provided on the electronic device 1 Hard disk, smart memory card (SMC), Secure Digital (SD) card, flash card (Flash Card), etc. Further, the storage device 11 may also include both an internal storage unit of the electronic device 1 and an external storage device. The storage device 11 is configured to store application software and various types of data installed in the electronic device 1, such as the program code of the priority-based customer follow-up system 10. The storage device 11 can also be used to temporarily store data that has been output or is about to be output.

The processing device 12 may be a central processing unit (CPU), a microprocessor or other data processing chip for running program code or processing data stored in the storage device 11, in some embodiments, For example, the priority-based customer follow-up system 10 and the like are executed.

The display 13 in some embodiments may be an LED display, a liquid crystal display, a touch-sensitive liquid crystal display, an OLED (Organic Light-Emitting Diode) touch sensor, or the like. The display 13 is configured to display information processed in the electronic device 1 and a user interface for displaying visualization, for example, a scheduled communication time point of each customer to be communicated, and a communication to be displayed according to the priority of the communication priority. Customer information, etc. The components 11-13 of the electronic device 1 communicate with one another via a system bus.

Please refer to FIG. 2, which is a functional block diagram of a preferred embodiment of the priority-based customer tracking system 10 of the present invention. In this embodiment, the priority-based customer tracking system 10 can be divided into one or more modules, the one or more modules being stored in the storage device 11 and composed of one or more The processing device (this embodiment is the processing device 12) is executed to complete the present invention. For example, in FIG. 4, the priority-based customer tracking system 10 can be divided into an acquisition module 01, a determination module 02, and a ranking module 03. A module referred to in the present invention refers to a series of computer program instructions that are capable of performing a particular function, and are more suitable than the program to describe the execution of the priority-based customer tracking system 10 in the electronic device 1. The following description will specifically describe the functions of the acquisition module 01, the determination module 02, and the sequencing module 03.

The obtaining module 01 is configured to obtain a scheduled communication time point, an appointment communication duration, and a customer type of each customer to be communicated.

In the remote service scenario, the staff, such as remote agents, often need to actively track all the stock customers and the prospective customers. In general, the remote agents and the prospective customers are determined with the customer in a communication process. After one time of the appointment communication time, the remote agent will promptly follow up the customer according to the appointment communication time point. In this embodiment, the pre-requisite of each customer to be communicated is obtained. At the time of communication, for example, a customer follow-up time recording interface can be provided. After the remote agent determines the next appointment communication time point in the communication process with the intended customer, the customer can be called up by clicking a button or the like. Enter the time recording interface, and record the customer information (such as name, contact information, current business status, etc.) of the customer to be communicated, and the time of the appointment communication time on the customer follow-up time recording interface. Among them, the customer follow-up time record interface can be used by the remote agent to add a new record to enter the newly added customer information of the customer to be communicated, the appointment communication time point and other information, and also can be used by the remote agent to update the existing record, such as The appointment communication time point of the customer to be communicated in the existing record is updated to the latest appointment communication time point determined by the customer to be communicated, so that the latest appointment of each customer to be communicated can be obtained in real time through the customer follow-up time recording interface. Communication time points.

In this embodiment, the duration of the appointment communication and the type of the client for each client to be communicated are also obtained, and the length of the appointment communication is the length of communication between the remote agent and the intended client in the communication process with the next appointment determined by the client, or, The communication duration can also be the length of communication that the remote agent predicts to communicate with the customer's next appointment after the communication with the intended client is completed, such as 2 hours, 5 minutes, etc., and is not limited here.

The customer type can be classified into a member customer or a non-member customer according to the identity attribute of each customer to be communicated, or can be classified as an old customer with a purchase record or a new customer without a purchase record according to the historical purchase record of each customer to be communicated, etc. Etc., there is no limit here.

The determining module 02 is configured to calculate a time difference between the scheduled communication time point of each to-be-communicated client and the current time, and determine each of the to-be-connected customers according to a preset rule according to the calculated time difference before and after, the length of the communication time of the reservation, and the type of the customer. Communication priority.

Real-time access to the current system time, and after obtaining the scheduled communication time point of each customer to be communicated, calculate the time difference between the scheduled communication time point of each to-be-connected customer and the current system time, such as calculating the appointment communication of the customer to be communicated The time point is N minutes before the current system time, and the scheduled communication time point of the communication client is N minutes after the current system time. The priority of each reservation to be communicated is determined according to the calculated time difference between the scheduled communication time point of each customer to be communicated and the current system time. For example, in an embodiment, the priority of the appointment communication time point before the current system time may be set to be higher than the reservation communication time point after the current system time to be communicated to ensure that More advance communication with the customers to be communicated in advance to avoid the impact of the customer who is not communicating at the scheduled communication time point on the overall follow-up communication plan and thus reduce the overall satisfaction of the customer in the remote service.

Further, the priority of the reserved communication duration may be determined according to the length of the scheduled communication. For example, since the session with a long communication time is generally more important than the session with a shorter communication time or has more possibility of having a substantial effective content, it may be set. The priority of the appointment communication with a longer appointment time is higher than the priority of the appointment communication with a shorter duration of the appointment communication. For example, it is more important to communicate for up to 2 hours than to communicate for only 5 minutes.

The customer type priority can also be determined according to the customer type. For example, a customer who has registered a member or has a history of purchase often has a higher recognition of the product, and the chance of re-purchasing is much greater than that of a non-member or no purchase history. The customer type of the set member customer has a higher priority than the customer type of the non-member customer, or the customer type of the old customer with the purchase record has a higher priority than the customer type of the new customer without the purchase record.

According to the determined reservation time priority M1, the reservation communication duration priority M2, and the customer type priority M3 of each to-be-communicated customer, the communication priority M of each customer to be communicated can be comprehensively determined, and the formula is as follows:

M=a*M1+b*M2+c*M3

Where a is the weight coefficient of the preset reservation time priority M1, b is the weight coefficient of the preset reservation communication duration priority M2, and c is the weight coefficient of the preset customer type priority M3.

In this embodiment, the priority values of the different reservation time priority M1, the reserved communication time priority M2, the customer type priority M3, and the corresponding weight coefficients may be preset to adjust the time difference before and after the reservation according to the needs of the actual application. The extent to which the duration or type of customer affects the communication priority of the client to be communicated. If priority is given to communicating the customer to be communicated at the time of the scheduled communication, the priority value of the reservation time priority M1 and the corresponding weight coefficient a may be increased, and if the priority is to communicate with the member customer or the old customer who has the purchase record, Increase the priority value of the customer type priority M3 and the corresponding weight coefficient c. After a large number of cases and experimental data, the embodiment provides an optional coefficient ratio, which can set a, b, and c to be 0.65, 0.25, and 0.10, respectively, and M1 corresponds to the current communication time before the current system time. The priority value is 2.5, and the priority value of M1 is 1.5 after the current system time at the scheduled communication time point; the corresponding priority value is 2 when M2 is greater than 1 hour, and the M2 is less than 1 for the scheduled communication time. The corresponding priority value is 1 in hours; M3 corresponds to a priority value of 1.5 when the customer is a member customer or an old customer with a purchase record, and M3 corresponds to the priority when the customer is a non-member customer or a new customer without a purchase record. The level value is 0.5. In this way, it is possible to balance the appointment communication time point of each customer to be communicated, the appointment communication time and the guest. The impact of these three factors on the type of households, the most reasonable communication priority is calculated for each customer to be communicated, so that the staff, such as the agent, prioritize the customers who are more important and need to communicate in the first time to improve the remote service. The effectiveness and effectiveness of customer follow-up.

The sorting module 03 is configured to display each of the to-be-communicated customers according to the level of communication priority, so that the user can prioritize the high-priority to-be-communicated customers.

According to the calculated time difference between the scheduled communication time point of each to-be-connected customer and the current system time, after determining the communication priority of each communication-to-communication customer, each communication-to-communication customer may be in order of communication priority from high to low. Sorting and displaying, the staff, such as remote agents, can follow the customer's follow-up work according to the priority of the communication priority according to the displayed priority, in order to prioritize the high priority communication customers.

In an embodiment, the predetermined number of customers to be communicated with the communication priority ranking may also be marked. For example, the presets to be communicated among the users to be communicated according to the priority of the communication priority may be sorted. The quantity (such as 10) to be communicated by customers to be bolded, highlighted, specific colors (red), enlarged fonts, notes, etc. to mark the display, so that the preset number of the top ranked (such as 10) to be communicated to the customer The preset number with a higher priority (such as 10) is clearly distinguished from the other priority customers by the customer to remind the staff to handle the higher priority communication customers in a timely manner.

In another implementation manner, the preset number of the to-be-communicated customers (such as 10) to be communicated in the order of communication priority (such as the name, contact information, current service) may also be obtained. Status, etc.), and send a preset number (such as 10) of the information to be communicated to the preset terminal, such as sending a preset number (such as 10) of the information to be communicated to the customer via SMS, WeChat, email, etc. Remotely seated mobile phone. In this way, when the remote agent is on a business trip or on the go, the information of the customer to be communicated that needs to be followed up can be obtained in time, so as to avoid missing the priority to communicate with the customer to be communicated.

In this embodiment, the time difference between the latest scheduled communication time point and the current time of each customer to be communicated is calculated, and the communication priority of each to-be-connected customer is determined according to the calculated time difference before and after and the preset rule; High and low sorting is displayed. Since the time difference between the scheduled communication time point and the current time of each customer to be communicated can be calculated, and the preset rule is used to determine the communication priority corresponding to the different communication time difference, so that the customer can be different according to each customer. Appointment of communication time points to dynamically and reasonably prioritize different customers for follow-up The customer prioritizes the high priority communication customers, ensures the satisfaction of as many customers as possible, and improves the efficiency of remote service.

Further, in other embodiments, the determining module 02 may be used to:

If the scheduled communication time point is before the current time, and the time difference between the scheduled communication time point and the current time is greater than a preset value, it is determined that the customer to be communicated at the scheduled communication time point is the priority before the appointment time;

If the time difference between the scheduled communication time point and the current time is less than a preset value, it is determined that the customer to be communicated at the scheduled communication time point is the priority in the appointment time;

If the scheduled communication time point is after the current time, and the time difference between the scheduled communication time point and the current time is greater than a preset value, it is determined that the customer to be communicated at the scheduled communication time point is the priority after the appointment time;

The priority of the reservation time is higher than the priority before the reservation time, and the priority before the reservation time is higher than the priority after the reservation time.

After the statistics in the remote service scene, it is found that the customer has the highest customer satisfaction and high sales success rate in a short period of time (such as 1 minute before and after) before and after the customer's appointment communication time. Contacting customers in advance for a short period of time (such as 1 minute) will also result in higher customer satisfaction, but after a short period of time (such as 1 minute), the customer will be contacted with the lowest customer satisfaction.

Therefore, in this embodiment, the communication priority of each client is preset to three priorities, which are priority before the reservation time, priority in the reservation time, priority after the reservation time, and priority of the three priorities. The definitions are as follows:

Priority before the appointment time, the preset value (such as 1 minute) is used before the scheduled communication time point reaches the current time, and the priority is higher;

The priority of the appointment time, which is used in the interval before and after the scheduled communication time point reaches the preset time (for example, 1 minute), and the priority is the highest;

Priority after the appointment time. The preset value (such as 1 minute) is used after the scheduled communication time point exceeds the current time, and the priority is the lowest.

The order of priority is: priority in the reservation time > priority before the reservation time > priority after the reservation time. The preset value is a variable, which can be set according to the difference of business in different industries, such as 1 minute.

For example, if the current time is 10:00, the communication to be communicated before 9:59:00 is the priority before the appointment time, and the communication time is between 9:59 and 10:01. The customer is the priority in the appointment time, and the customer who is scheduled to communicate after 10:01 is the priority after the appointment time.

Further, among the plurality of to-be-communicated customers corresponding to the priority before the reservation time, the priority in the reservation time, or the priority after the reservation time, the time difference between the reservation communication time point and the current time is smaller, and the reservation communication time point is to be waited. The higher the priority of communication customers, the more accurate the ranking of each customer to be communicated.

The present invention further provides a priority based customer follow-up method.

Referring to FIG. 3, FIG. 3 is a schematic flowchart diagram of an embodiment of a priority-based customer follow-up method according to the present invention.

In an embodiment, the priority based customer follow-up method comprises:

Step S10: Obtain a reservation communication time point, an appointment communication duration, and a customer type of each customer to be communicated.

In the remote service scenario, the staff, such as remote agents, often need to actively track all the stock customers and the prospective customers. In general, the remote agents and the prospective customers are determined with the customer in a communication process. After one time of the appointment communication time, the remote agent will promptly follow up the customer according to the appointment communication time point. In this embodiment, the time of the appointment communication of each customer to be communicated is obtained. For example, a customer follow-up time recording interface may be provided, and the remote agent determines the next scheduled communication time point during the communication process with the intended customer. After that, the customer follow-up time record interface can be called up by clicking a button, etc., and the customer information (such as name, contact information, current business status, etc.) of the customer to be communicated is recorded on the customer follow-up time record interface, and the time of the appointment communication is recorded. And other information. Among them, the customer follow-up time record interface can be used by the remote agent to add a new record to enter the newly added customer information of the customer to be communicated, the appointment communication time point and other information, and also can be used by the remote agent to update the existing record, such as The appointment communication time point of the customer to be communicated in the existing record is updated to the latest appointment communication time point determined by the customer to be communicated, so that the latest appointment of each customer to be communicated can be obtained in real time through the customer follow-up time recording interface. Communication time points.

In this embodiment, the appointment communication duration and the client type of each customer to be communicated are also obtained, and the appointment communication duration is the next pre-determination determined by the remote agent and the intended customer during the communication process with the customer. The length of communication, or the length of the appointment communication, may also be the length of communication that the remote agent predicts to communicate with the customer for the next appointment after communication with the intended client, such as 2 hours, 5 minutes, etc. Make a limit.

Step S20, calculating a time difference between the scheduled communication time point of each to-be-communicated customer and the current time, and determining the communication priority of each to-be-connected customer according to a preset rule according to the calculated time difference before and after, the length of the communication time of the reservation, and the type of the customer. .

Real-time access to the current system time, and after obtaining the scheduled communication time point of each customer to be communicated, calculate the time difference between the scheduled communication time point of each to-be-connected customer and the current system time, such as calculating the appointment communication of the customer to be communicated The time point is N minutes before the current system time, and the scheduled communication time point of the communication client is N minutes after the current system time. According to the calculated time difference between the scheduled communication time point of each to-be-communicated customer and the current system time, and determining the priority of the reservation time of each to-be-connected customer according to a preset rule. For example, in an embodiment, the priority of the appointment communication time point before the current system time may be set to be higher than the reservation communication time point after the current system time to be communicated to ensure that More advance communication with the customers to be communicated in advance to avoid the impact of the customer who is not communicating at the scheduled communication time point on the overall follow-up communication plan and thus reduce the overall satisfaction of the customer in the remote service.

According to the determined reservation time priority M1 of each customer to be communicated, the priority of the appointment communication is prioritized. Level M2, customer type priority M3, can comprehensively determine the communication priority M of each customer to be communicated, the formula is as follows:

M=a*M1+b*M2+c*M3

In this embodiment, the priority values of the different reservation time priority M1, the reserved communication time priority M2, the customer type priority M3, and the corresponding weight coefficients may be preset to adjust the time difference before and after the reservation according to the needs of the actual application. The extent to which the duration or type of customer affects the communication priority of the client to be communicated. If priority is given to communicating the customer to be communicated at the time of the scheduled communication, the priority value of the reservation time priority M1 and the corresponding weight coefficient a may be increased, and if the priority is to communicate with the member customer or the old customer who has the purchase record, Increase the priority value of the customer type priority M3 and the corresponding weight coefficient c. After a large number of cases and experimental data, the embodiment provides an optional coefficient ratio, which can set a, b, and c to be 0.65, 0.25, and 0.10, respectively, and M1 corresponds to the current communication time before the current system time. The priority value is 2.5, and the priority value of M1 is 1.5 after the current system time at the scheduled communication time point; the corresponding priority value is 2 when M2 is greater than 1 hour, and the M2 is less than 1 for the scheduled communication time. The corresponding priority value is 1 in hours; M3 corresponds to a priority value of 1.5 when the customer is a member customer or an old customer with a purchase record, and M3 corresponds to the priority when the customer is a non-member customer or a new customer without a purchase record. The level value is 0.5. In this way, the influence of the three factors of the appointment communication time, the appointment communication time and the customer type of each customer to be communicated can be balanced, and the most reasonable communication priority is calculated for each customer to be communicated, so that the staff member is preferred as the agent. Improve the effectiveness and effectiveness of customer follow-up in remote services by handling customers who are more important and need to follow up the communication in the first place.

In step S30, each of the to-be-communicated customers is displayed in order of communication priority level, so that the user preferentially handles the high priority communication to be communicated.

In an embodiment, the communication priority may also be prioritized by a preset number of to-be-connected users. The user can mark, for example, the preset number of customers to be communicated according to the priority of the communication priority (such as 10) to be communicated to the customer for bold, highlight, specific color (red), plus Large fonts, notes, etc. are marked to display, so that the preset number of the top ranking (such as 10) is to be communicated to the customer, that is, the higher priority number (such as 10) is to be communicated to the customer clearly different from other priorities. The customer reminds the staff to handle the higher priority customers to be communicated in a timely manner.

In this embodiment, the time difference between the latest scheduled communication time point and the current time of each customer to be communicated is calculated, and the communication priority of each to-be-connected customer is determined according to the calculated time difference before and after and the preset rule; High and low sorting is displayed. Since the time difference between the scheduled communication time point and the current time of each customer to be communicated can be calculated, and the preset rule is used to determine the communication priority corresponding to the different communication time difference, so that the customer can be different according to each customer. Appointment communication time points to dynamically and reasonably prioritize different customers, so that users can prioritize the high priority communication customers, ensure the satisfaction of as many customers as possible, and improve the efficiency of remote service.

Further, in other embodiments, the step of determining the communication priority of each to-be-communicated client according to the calculated time-to-front time difference and the preset rule in the foregoing step S20 may include:

If the appointment communication time point is after the current time, and the appointment communication time point is the current time If the difference is greater than the preset value, it is determined that the customer to be communicated at the scheduled communication time point is the priority after the appointment time;

Moreover, the present invention also provides a computer readable storage medium, the computer readable storage medium Storing a priority-based customer tracking system, the priority-based customer tracking system being executable by at least one processing device to cause the at least one processing device to perform a priority-based customer as in the above embodiments The specific implementation process of the steps S10, S20, and S30 of the priority-based customer follow-up method is as described above, and is not described herein again.

It is to be understood that the term "comprises", "comprising", or any other variants thereof, is intended to encompass a non-exclusive inclusion, such that a process, method, article, or device comprising a series of elements includes those elements. It also includes other elements that are not explicitly listed, or elements that are inherent to such a process, method, article, or device. An element that is defined by the phrase "comprising a ..." does not exclude the presence of additional equivalent elements in the process, method, item, or device that comprises the element.

Through the description of the above embodiments, those skilled in the art can clearly understand that the foregoing embodiment method can be implemented by means of software plus a necessary general hardware platform, and can also be implemented by hardware, but in many cases, the former is A better implementation. Based on such understanding, the technical solution of the present invention, which is essential or contributes to the prior art, may be embodied in the form of a software product stored in a storage medium (such as ROM/RAM, disk, The optical disc includes a number of instructions for causing a terminal device (which may be a cell phone, a computer, a server, an air conditioner, or a network device, etc.) to perform the methods described in various embodiments of the present invention.

The preferred embodiments of the present invention have been described above with reference to the drawings, and are not intended to limit the scope of the invention. The serial numbers of the embodiments of the present invention are merely for the description, and do not represent the advantages and disadvantages of the embodiments. Additionally, although logical sequences are shown in the flowcharts, in some cases the steps shown or described may be performed in a different order than the ones described herein.

A person skilled in the art can implement the invention in various variants without departing from the scope and spirit of the invention. For example, the features of one embodiment can be used in another embodiment to obtain a further embodiment. Any modifications, equivalent substitutions and improvements made within the technical concept of the invention are intended to be included within the scope of the invention.

Claims

An electronic device, comprising: a storage device, a processing device, on which the priority-based customer tracking system executable on the processing device is stored, the priority-based The following steps are implemented when the customer follow-up system is executed by the processing device:

A. Obtain the appointment communication time point, appointment communication duration and customer type of each customer to be communicated;

B. Calculate the time difference between the time of the appointment communication of each customer to be communicated and the current time, and determine the communication priority of each customer to be communicated according to the preset rule according to the calculated time difference before and after, the length of the appointment communication time and the type of the customer;

C. Display each customer to be communicated according to the level of communication priority, so that the user can prioritize the high priority communication customers.
The electronic device according to claim 1, wherein the determining the communication priority of each to-be-connected client according to the preset rule according to the calculated time-to-front time difference, the scheduled communication duration, and the client type includes:

The reservation time priority M1 is determined according to the calculated time difference before and after, the reservation communication time priority M2 is determined according to the reserved communication time length, and the customer type priority M3 is determined according to the customer type, and the formula for determining the communication priority M of each to-be communicated is :

M=a*M1+b*M2+c*M3

Where a is the weight coefficient of the preset reservation time priority M1, b is the weight coefficient of the preset reservation communication duration priority M2, and c is the weight coefficient of the preset customer type priority M3.
The electronic device according to claim 2, wherein the determining the reservation time priority according to the calculated time difference before and after comprises:

If the scheduled communication time point is before the current time, and the time difference between the scheduled communication time point and the current time is greater than a preset value, it is determined that the customer to be communicated at the scheduled communication time point is the priority before the appointment time;

If the time difference between the scheduled communication time point and the current time is less than a preset value, it is determined that the customer to be communicated at the scheduled communication time point is the priority in the appointment time;

If the scheduled communication time point is after the current time, and the time difference between the scheduled communication time point and the current time is greater than a preset value, it is determined that the customer to be communicated at the scheduled communication time point is given priority after the appointment time level;

The priority of the reservation time is higher than the priority before the reservation time, and the priority before the reservation time is higher than the priority after the reservation time.
The electronic device according to claim 3, wherein the communication time point and the current time are reserved among the plurality of to-be-communicated customers corresponding to the priority before the reservation time, the priority in the reservation time, or the priority after the reservation time. The smaller the time difference, the higher the priority of the customer to be communicated at the time of the appointment communication.
The electronic device according to any one of claims 1 to 4, wherein the step C further comprises:

Marking the number of users to be communicated with a predetermined number of communication priorities;

Obtaining a predetermined number of information of the to-be-communicated customers in which the communication priority is ranked, and transmitting a preset number of information to be communicated to the preset terminal.
A priority-based customer follow-up method for an electronic device, the method comprising:

A. Obtain the appointment communication time point, appointment communication duration and customer type of each customer to be communicated;

B. Calculate the time difference between the time of the appointment communication of each customer to be communicated and the current time, and determine the communication priority of each customer to be communicated according to the preset rule according to the calculated time difference before and after, the length of the appointment communication time and the type of the customer;

C. Display each customer to be communicated according to the level of communication priority, so that the user can prioritize the high priority communication customers.
The priority-based customer follow-up method according to claim 6, wherein the determining a communication priority of each to-be-communicated client according to a preset rule according to the calculated time-to-front time difference, the reserved communication duration, and the client type include:

The reservation time priority M1 is determined according to the calculated time difference before and after, the reservation communication time priority M2 is determined according to the reserved communication time length, and the customer type priority M3 is determined according to the customer type, and the formula for determining the communication priority M of each to-be communicated is :

M=a*M1+b*M2+c*M3

Where a is the weight coefficient of the preset reservation time priority M1, b is the weight coefficient of the preset reservation communication duration priority M2, and c is the weight coefficient of the preset customer type priority M3.
The priority-based customer follow-up method according to claim 7, wherein the determining the reservation time priority according to the calculated time-to-front time difference comprises:

If the scheduled communication time point is before the current time, and the time difference between the scheduled communication time point and the current time is greater than a preset value, it is determined that the customer to be communicated at the scheduled communication time point is the priority before the appointment time;

If the time difference between the scheduled communication time point and the current time is less than a preset value, it is determined that the customer to be communicated at the scheduled communication time point is the priority in the appointment time;

If the scheduled communication time point is after the current time, and the time difference between the scheduled communication time point and the current time is greater than a preset value, it is determined that the customer to be communicated at the scheduled communication time point is the priority after the appointment time;

The priority of the reservation time is higher than the priority before the reservation time, and the priority before the reservation time is higher than the priority after the reservation time.
The priority-based customer follow-up method according to claim 8, wherein the plurality of to-be-connected customers corresponding to the priority before the reservation time, the priority in the reservation time, or the priority after the appointment time are reserved for communication. The smaller the time difference between the time point and the current time, the higher the priority of the customer to be communicated at the scheduled communication time point.
The priority-based customer follow-up method according to any one of claims 6-9, wherein the step C further comprises:

Marking the number of users to be communicated with a predetermined number of communication priorities;

Obtaining a predetermined number of information of the to-be-communicated customers in which the communication priority is ranked, and transmitting a preset number of information to be communicated to the preset terminal.
A priority-based customer follow-up system, characterized in that the priority-based customer follow-up system comprises:

The obtaining module is configured to obtain an appointment communication time point, an appointment communication duration, and a customer type of each customer to be communicated;

The determining module is configured to calculate a time difference between the scheduled communication time point and the current time of each customer to be communicated, and determine the communication of each customer to be communicated according to a preset rule according to the calculated time difference before and after, the length of the communication time of the appointment, and the type of the customer. priority;

The sorting module is configured to display each of the to-be-communicated customers according to the level of communication priority, so that the user can prioritize the high-priority communication to be communicated.
The priority-based customer tracking system of claim 11, wherein the determining module is further configured to:

The reservation time priority M1 is determined according to the calculated time difference before and after, the reservation communication time priority M2 is determined according to the reserved communication time length, the customer type priority M3 is determined according to the customer type, and the formula of the communication priority M of each customer to be communicated is determined as follows:

M=a*M1+b*M2+c*M3

Where a is the weight coefficient of the preset reservation time priority M1, b is the weight coefficient of the preset reservation communication duration priority M2, and c is the weight coefficient of the preset customer type priority M3.
The priority-based customer tracking system of claim 12, wherein the determining module is further configured to:

If the scheduled communication time point is before the current time, and the time difference between the scheduled communication time point and the current time is greater than a preset value, it is determined that the customer to be communicated at the scheduled communication time point is the priority before the appointment time;

If the time difference between the scheduled communication time point and the current time is less than a preset value, it is determined that the customer to be communicated at the scheduled communication time point is the priority in the appointment time;

If the scheduled communication time point is after the current time, and the time difference between the scheduled communication time point and the current time is greater than a preset value, it is determined that the customer to be communicated at the scheduled communication time point is the priority after the appointment time;

The priority of the reservation time is higher than the priority before the reservation time, and the priority before the reservation time is higher than the priority after the reservation time.
The priority-based customer tracking system according to claim 13, wherein the plurality of to-be-communicated customers corresponding to the priority before the reservation time, the priority in the reservation time, or the priority after the appointment time, the appointment communication The smaller the time difference between the time point and the current time, the higher the priority of the customer to be communicated at the scheduled communication time point.
The priority-based customer tracking system according to any one of claims 11-14, wherein the ranking module is further configured to:

Marking the number of users to be communicated with a predetermined number of communication priorities;

Obtaining a predetermined number of information of the to-be-communicated customers in which the communication priority is ranked, and transmitting a preset number of information to be communicated to the preset terminal.
A computer readable storage medium having stored thereon at least one computer readable instruction executable by a processing device to:

A. Obtain the appointment communication time point, appointment communication duration and customer type of each customer to be communicated;

B. Calculate the time difference between the time of the appointment communication of each customer to be communicated and the current time, and determine the communication priority of each customer to be communicated according to the preset rule according to the calculated time difference before and after, the length of the appointment communication time and the type of the customer;

C. Display each customer to be communicated according to the level of communication priority, so that the user can prioritize the high priority communication customers.
The computer readable storage medium according to claim 16, wherein the determining the communication priority of each to-be-communicated client according to the preset rule according to the calculated time-to-front time difference, the scheduled communication duration, and the client type comprises:

The reservation time priority M1 is determined according to the calculated time difference before and after, the reservation communication time priority M2 is determined according to the reserved communication time length, and the customer type priority M3 is determined according to the customer type, and the formula for determining the communication priority M of each to-be communicated is :

M=a*M1+b*M2+c*M3

Where a is the weight coefficient of the preset reservation time priority M1, b is the weight coefficient of the preset reservation communication duration priority M2, and c is the weight coefficient of the preset customer type priority M3.
The computer readable storage medium according to claim 17, wherein said determining a reservation time priority based on the calculated time difference before and after comprises:

If the scheduled communication time point is before the current time, and the time difference between the scheduled communication time point and the current time is greater than a preset value, it is determined that the customer to be communicated at the scheduled communication time point is the priority before the appointment time;

If the time difference between the scheduled communication time point and the current time is less than a preset value, it is determined that the customer to be communicated at the scheduled communication time point is the priority in the appointment time;

If the scheduled communication time point is after the current time, and the time difference between the scheduled communication time point and the current time is greater than a preset value, it is determined that the customer to be communicated at the scheduled communication time point is the priority after the appointment time;

The priority of the reservation time is higher than the priority before the reservation time, and the priority before the reservation time is higher than the priority after the reservation time.
The computer readable storage medium according to claim 18, wherein the predetermined communication time point and the plurality of to-be-communicated customers corresponding to the priority before the reservation time, the priority in the reservation time, or the priority after the reservation time The smaller the time difference of the current time, the higher the priority of the customer to be communicated at the scheduled communication time point.
The computer readable storage medium according to any one of claims 16 to 19, wherein the step C further comprises:

Marking the number of users to be communicated with a predetermined number of communication priorities;

Obtaining a predetermined number of information of the to-be-communicated customers in which the communication priority is ranked, and transmitting a preset number of information to be communicated to the preset terminal.