WO2019024482A1 - 基于优先级的客户跟进方法、系统及可读存储介质 - Google Patents

基于优先级的客户跟进方法、系统及可读存储介质 Download PDF

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Publication number
WO2019024482A1
WO2019024482A1 PCT/CN2018/076148 CN2018076148W WO2019024482A1 WO 2019024482 A1 WO2019024482 A1 WO 2019024482A1 CN 2018076148 W CN2018076148 W CN 2018076148W WO 2019024482 A1 WO2019024482 A1 WO 2019024482A1
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Prior art keywords
communicated
priority
task
time
follow
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French (fr)
Inventor
晏湘涛
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Ping An Technology Shenzhen Co Ltd
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Ping An Technology Shenzhen Co Ltd
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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/46—Multiprogramming arrangements
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; 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
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06316—Sequencing of tasks or work
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; 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
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G06Q10/109—Time management, e.g. calendars, reminders, meetings or time accounting
    • G06Q10/1093—Calendar-based scheduling for persons or groups

Definitions

  • the present application relates to the field of computer technologies, and in particular, to a priority-based client follow-up method, system, and readable storage medium.
  • the main purpose of the present application is to provide a priority-based customer follow-up method, system, and readable storage medium that is designed to consume less CPU resources for priority-based customer follow-up.
  • an electronic device provided by a first aspect of the present application includes a memory, a processor, and a priority-based customer follow-up stored on the memory and operable on the processor
  • the system when the priority-based customer follow-up system is executed by the processor, implements the following steps:
  • C. Find a corresponding follow-up priority value in a data record established for each to-be-communicated task in advance according to the comparison result;
  • the data record includes a follow-up priority value set of each to-be-communicated task, and the follow-up priority
  • the value set is a set of multiple follow-up priority values calculated in advance according to preset time difference between the scheduled communication time point and the system time of each to-be-communicated task;
  • the second aspect of the present application further provides a priority-based customer follow-up method, which is applied to an electronic device, and the method includes:
  • Corresponding follow-up priority values are found in the data records established for each to-be-communicated task in advance according to the comparison result;
  • the data record includes a follow-up priority value set for each to-be-communicated task, and the follow-up priority value set a set of a plurality of follow-up priority values calculated in advance according to a preset time difference between the scheduled communication time point and the system time of each to-be-communicated task;
  • All the users to be communicated are displayed in the order of the priority value of the follow-up priority, so that the user can prioritize the clients to be communicated with higher priority.
  • a third aspect of the present application further provides a computer readable storage medium storing a priority-based customer tracking system, the priority-based customer following up
  • the system can be executed by at least one processor to cause the at least one processor to perform the steps of the priority-based customer follow-up method as described above.
  • the priority-based customer tracking method, system and readable storage medium proposed by the present application establish a data record including a follow-up priority value set of each task to be communicated by pre-targeting each task to be communicated to the user,
  • the priority value set is a set of multiple follow-up priority values calculated in advance according to preset time difference between the scheduled communication time point and the system time of each to-be-communicated task and the preset rule, so that the user issues a task.
  • the time of the scheduled communication of the user to be communicated may be compared with the current system time, and according to the comparison result, the time difference between the scheduled communication time point and the current system time is in each of the tasks to be communicated.
  • the priority value set is used to find the follow-up priority value of the corresponding situation as the follow-up priority value of the task to be communicated, so that the user's all-to-communicate tasks are followed up by the follow-up priority. Since the system does not need to dynamically calculate the follow-up priority value of each task to be communicated in real time, and only needs to select the corresponding priority value from the pre-established data record, the system CPU resource consumption can be greatly reduced.
  • FIG. 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 application;
  • FIG. 2 is a schematic diagram of functional modules of an embodiment of a priority-based customer tracking system according to the present application
  • FIG. 3 is a schematic diagram of functional modules of another embodiment of a priority-based customer tracking system according to the present application.
  • FIG. 4 is a schematic flow chart of an embodiment of a priority-based customer follow-up method according to the present application.
  • FIG. 5 is a schematic flowchart diagram of another embodiment of a priority-based customer follow-up method according to the present application.
  • FIG. 1 is a schematic diagram of an operating environment of a preferred embodiment of the priority-based customer tracking system 10 of the present application.
  • 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 memory 11, a processor 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 memory 11 is at least one type of computing readable storage medium, which in some embodiments may be an internal storage unit of the electronic device 1, such as a hard disk or memory of the electronic device 1.
  • the memory 11 may also be an external storage device of the electronic device 1 in other embodiments, such as a plug-in hard disk equipped on the electronic device 1, a smart memory card (SMC), and a secure digital device. (Secure Digital, SD) card, flash card, etc.
  • SMC smart memory card
  • SD Secure Digital
  • flash card etc.
  • the memory 11 may also include both an internal storage unit of the electronic device 1 and an external storage device.
  • the memory 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 tracking system 10.
  • the memory 11 can also be used to temporarily store data that has been output or is about to be output.
  • the processor 12 in some embodiments, may be a central processing unit (CPU), a microprocessor or other data processing chip for running program code or processing data stored in the memory 11, for example
  • CPU central processing unit
  • microprocessor or other data processing chip for running program code or processing data stored in the memory 11, 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.
  • FIG. 2 is a functional block diagram of a preferred embodiment of the priority-based customer tracking system 10.
  • the priority-based customer tracking system 10 can be divided into one or more modules, the one or more modules being stored in the memory 11 and by one or more
  • the processor (this embodiment is the processor 12) is executed to complete the application.
  • the priority-based customer tracking system 10 can be divided into a query module 01, a comparison module 02, a lookup module 03, and a sorting module 04.
  • a module referred to in this application 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 query module 01, the comparison module 02, the lookup module 03, and the sorting module 04.
  • the query module 01 is configured to query all the tasks to be communicated by the user after receiving the task processing instruction sent by the user.
  • the comparison module 02 is configured to traverse all the to-be-communicated tasks of the user, and compare the scheduled communication time point of each to-be-communicated task with the current system time.
  • the staff such as remote agents
  • the remote agents often need to actively track all the stock customers and the prospective customers.
  • 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.
  • a corresponding button may be provided on the system interface, and the button is used by the user, such as an agent, to click on a task when he or she has time to process a task, to issue a task processing instruction to the system.
  • the system After receiving the task processing instruction sent by the user, the system queries all the tasks to be communicated of the user, for example, can query all the tasks to be communicated that are not completed under the user account, and traverse all the tasks to be communicated of the user to be queried, each will be The appointment communication time point of the communication task is compared with the current system time. For example, comparing the scheduled communication time point of each task to be communicated before or after the current system time, the time difference between the scheduled communication time point of each task to be communicated and the current system time may be calculated, such as N minutes before the current system time. N minutes after the current system time.
  • the appointment communication time point of each communication task can be obtained by the system in real time in an implementation manner.
  • a customer follow-up time recording interface can be provided, and the remote agent determines the next time in the communication process with the intended customer. After the time of the communication is reserved, the customer follow-up time recording 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 recording interface, Schedule information such as communication time points.
  • 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.
  • a data record may also be established in the database to store the scheduled communication time point of each task to be communicated, and the user, such as the agent, may directly call each stored in the data record after issuing the task processing instruction.
  • the appointment communication time point of the communication task is compared with the current system time.
  • the searching module 03 is configured to find a corresponding follow-up priority value in a data record previously established for each to-be-communicated task according to the comparison result; the data record includes a follow-up priority value set of each to-be-communicated task, where the data record includes The follow-up priority value set is a set of multiple follow-up priority values calculated in advance according to the preset time difference between the scheduled communication time point of each to-be communicated task and the preset time of the system time and the preset rule.
  • the time difference between the scheduled communication time point of each to-be-communicated task and the current system time is searched in advance for the data record established for each to-be-communicated task.
  • the data record is a set of follow-up priority values established in advance for each task to be communicated.
  • the set of follow-up priority values includes that each time-to-communication task should be different when the time difference between the scheduled communication time point and the system time is different.
  • a plurality of follow-up priority values may be calculated in advance according to the preset time difference between the scheduled communication time point of each to-be-communicated task and the preset time of the system time and the preset rule.
  • the follow-up priority value of the scheduled communication time point before the current system time can be set to 2, and the follow-up priority value of the reserved communication time point after the current system time is 1, the appointment communication
  • the communication priority of the task to be communicated before the current system time is higher than the task to be communicated after the current system time of the scheduled communication time point, so as to ensure that as much as possible advance communication with the customer to be communicated in order to avoid
  • the impact of the customer who is not following up at the scheduled communication time point on the overall follow-up communication plan reduces the overall satisfaction of the customer in the remote service.
  • the priority of the task to be communicated before the current system time is set at a higher priority than the task to be communicated after the current system time at the scheduled communication time point, and comprehensive consideration is also considered.
  • the current business status of the different tasks to be communicated is used to calculate the communication priority. For example, the weight of the "committed to be followed up sales" state may be set higher than the "ordered to be delivered" state, and the scheduled communication time point and the system time preset may be different according to each to-be-communicated task.
  • the time difference between the time difference and the business status of the task to be communicated is used to calculate the follow-up priority value of the task to be communicated.
  • the task to be communicated is “quoted to be followed up,” the weight is 2, then the task to be communicated can be calculated.
  • the follow-up priority value of the communication time point before the current system time is 4, and the follow-up priority value of the to-be communicated task at the scheduled communication time point after the current system time is 2.
  • the follow-up priority value set of the data record includes a set of follow-up priority values that each of the to-be-communicated tasks should use when the time difference between the scheduled communication time point and the system time is different. Therefore, according to the comparison result, that is, the time difference between the scheduled communication time point of each to-be-communicated task and the current system time, the follow-up priority value corresponding to the task to be communicated can be found in the follow-up priority value set. For example, if the task to be communicated is “sold to be followed up for sale”, and the scheduled communication time point of the to-be-communicated task is before the current system time, the task to be communicated can be found in the follow-up priority value set of the data record.
  • the current follow-up priority value is 4.
  • the sorting module 04 is configured to display all the tasks to be communicated of the user according to the ranking of the priority values of the follow-up priorities, so that the user preferentially processes the clients to be communicated with higher priority.
  • the follow-up priority value corresponding to each communication task of the user can be found. All the users to be communicated are displayed in the order of the priority value of the follow-up priority. The highest priority is placed in the first item in the list. If the priority is the same, the appointment communication time is earlier. If the staff is remotely seated, they can follow the customer's follow-up work according to the displayed priority of the follow-up priority value to prioritize the priority-to-communicate customers.
  • a data record including a follow-up priority value set of each to-be-communicated task is established in advance for each to-be-communicated task of the user, and the follow-up priority value set is an advance communication time according to each scheduled communication task.
  • the set of multiple follow-up priority values calculated by the preset time difference between the point and the system time preset, so that when the user issues the task processing instruction, the user can communicate with the scheduled communication time of the task to be communicated.
  • another embodiment of the present application provides a priority-based customer tracking system. Based on the foregoing embodiments, the method further includes:
  • the setting module 05 is configured to set a weight corresponding to the different tasks to be communicated, and set different priority values of the different reservation time according to the difference between the scheduled communication time point of the task to be communicated and the preset time of the system time.
  • the weight corresponding to the communication task and the corresponding different priority value of the reservation time are calculated to obtain the priority value before the appointment time of the task to be communicated, the priority value in the reservation time, and the priority value after the appointment time.
  • the recording module 06 is configured to create a new data record in the preset database for each task to be communicated, and record the scheduled communication time point of the task to be communicated, the priority value before the reservation time, and the priority of the reservation time in the data record. The value and the priority value after the appointment time.
  • the different reservation time priority values corresponding to the to-be-communicated task are respectively set, which are the first priority value and the second
  • the priority value and the third priority value are defined as follows:
  • the first priority value is used by the preset value (for example, 1 minute) before the scheduled communication time point reaches the current time, and the priority is higher;
  • the second priority value is used in the interval before the scheduled communication time point reaches the preset value (for example, 1 minute) before and after the current time, and the priority is the highest;
  • the third priority value is adopted by the preset value (for example, 1 minute) after the scheduled communication time point exceeds the current time, and the priority is the lowest.
  • weights corresponding to different tasks to be communicated are also set.
  • the weight of the “sales tracking status” may be higher than the “pre-sales preparation state” weight according to the importance of different task states.
  • the weight of the "preparation state” is higher than the weight of the "sales failure state", and the corresponding weight coefficient can be set for different task states.
  • the follow-up priority M of each customer to be followed can be comprehensively determined, and the formula is as follows:
  • different reservation time priority values M1 and weight coefficients a corresponding to different task states may be preset to adjust the time difference before and after the task state to the follow-up priority of the final customer to be followed according to the needs of the actual application. influence level. If priority is given to the follow-up customer who is approaching the scheduled follow-up time point, the size of the different reservation time priority value M1 can be increased, and if the importance of the current task status of the customer is prioritized for follow-up, the improvement can be improved. The size of the weight coefficient a corresponding to different task states.
  • the embodiment provides an optional coefficient ratio, and the corresponding priority value is set when the M1 is the second priority value, and the corresponding priority is when the M1 is the first priority value.
  • the level value is 2.5, and the corresponding priority value is 2 when M1 is the third priority value.
  • the weights corresponding to each to-be-communicated task and the corresponding different reservation time priority values can be comprehensively calculated to be communicated.
  • the follow-up priority M calculated according to the above formula is the pre-request time priority value of the task to be communicated.
  • the database used for storing data records is a relational database, a non-relational noSql database, or a cache database.
  • the cache database can be quickly invoked in real time by the system in a business scenario with particularly high performance requirements.
  • the data record is a JavaScript object markup language format, that is, a JSON format file, and the file can be adjusted by text editing according to business needs. For example, in this embodiment, the follow-up priority of the follow-up priority value set of the task to be communicated can be manually edited and adjusted. Level value.
  • a data record is saved in the database, and the data record includes four fields: a reservation communication time point (T), and a priority before the appointment time. (P1), priority (P0) in the reservation time, priority (P3) after the reservation time, and the priority values under the three conditions are set in advance.
  • T reservation communication time point
  • P1 priority
  • P0 priority
  • P3 priority after the reservation time
  • the priority values under the three conditions are set in advance.
  • the follow-up priority value of the task to be communicated takes the value of P1. If the scheduled communication time point (T) is between T-n and T+n of the current system time, the follow-up priority value of the task to be communicated takes the value of P2. If the appointment communication time point (T) is after n minutes before the current system time, the follow-up priority value of the to-be-communicated task takes the value of P3. All the tasks to be communicated are determined according to this rule, and the sorting is performed. After sorting, the prompt seat with the highest priority needs to be followed up.
  • the application further provides a priority based customer follow-up method.
  • FIG. 4 is a schematic flowchart diagram of an embodiment of a priority-based customer follow-up method according to an application.
  • the priority based customer follow-up method comprises:
  • Step S10 After receiving the task processing instruction sent by the user, query all the tasks to be communicated of the user.
  • step S20 all the tasks to be communicated of the user are traversed, and the time of the scheduled communication of each task to be communicated is compared with the current system time.
  • the staff such as remote agents
  • the remote agents often need to actively track all the stock customers and the prospective customers.
  • 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.
  • a corresponding button may be provided on the system interface, and the button is used by the user, such as an agent, to click on a task when he or she has time to process a task, to issue a task processing instruction to the system.
  • the system After receiving the task processing instruction sent by the user, the system queries all the tasks to be communicated of the user, for example, can query all the tasks to be communicated that are not completed under the user account, and traverse all the tasks to be communicated of the user to be queried, each will be The appointment communication time point of the communication task is compared with the current system time. For example, comparing the scheduled communication time point of each task to be communicated before or after the current system time, the time difference between the scheduled communication time point of each task to be communicated and the current system time may be calculated, such as N minutes before the current system time. N minutes after the current system time.
  • the appointment communication time point of each communication task can be obtained by the system in real time in an implementation manner.
  • a customer follow-up time recording interface can be provided, and the remote agent determines the next time in the communication process with the intended customer. After the time of the communication is reserved, the customer follow-up time recording 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 recording interface, Schedule information such as communication time points.
  • 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.
  • a data record may also be established in the database to store the scheduled communication time point of each task to be communicated, and the user, such as the agent, may directly call each stored in the data record after issuing the task processing instruction.
  • the appointment communication time point of the communication task is compared with the current system time.
  • Step S30 Find a corresponding follow-up priority value in a data record established for each to-be-communicated task in advance according to the comparison result; the data record includes a follow-up priority value set of each to-be-communicated task, and the follow-up priority
  • the level value set is a set of a plurality of follow-up priority values calculated in advance according to preset time difference between the scheduled communication time point of each to-be-communicated task and the preset time of the system time and the preset rule.
  • the time difference between the scheduled communication time point of each to-be-communicated task and the current system time is searched in advance for the data record established for each to-be-communicated task.
  • the data record is a set of follow-up priority values established in advance for each task to be communicated.
  • the set of follow-up priority values includes that each time-to-communication task should be different when the time difference between the scheduled communication time point and the system time is different.
  • a plurality of follow-up priority values may be calculated in advance according to the preset time difference between the scheduled communication time point of each to-be-communicated task and the preset time of the system time and the preset rule.
  • the follow-up priority value of the scheduled communication time point before the current system time can be set to 2, and the follow-up priority value of the reserved communication time point after the current system time is 1, the appointment communication
  • the communication priority of the task to be communicated before the current system time is higher than the task to be communicated after the current system time of the scheduled communication time point, so as to ensure that as much as possible advance communication with the customer to be communicated in order to avoid
  • the impact of the customer who is not following up at the scheduled communication time point on the overall follow-up communication plan reduces the overall satisfaction of the customer in the remote service.
  • the priority of the task to be communicated before the current system time is set at a higher priority than the task to be communicated after the current system time at the scheduled communication time point, and comprehensive consideration is also considered.
  • the current business status of the different tasks to be communicated is used to calculate the communication priority. For example, the weight of the "committed to be followed up sales" state may be set higher than the "ordered to be delivered" state, and the scheduled communication time point and the system time preset may be different according to each to-be-communicated task.
  • the time difference between the time difference and the business status of the task to be communicated is used to calculate the follow-up priority value of the task to be communicated.
  • the task to be communicated is “quoted to be followed up,” the weight is 2, then the task to be communicated can be calculated.
  • the follow-up priority value of the communication time point before the current system time is 4, and the follow-up priority value of the to-be communicated task at the scheduled communication time point after the current system time is 2.
  • the follow-up priority value set of the data record includes a set of follow-up priority values that each of the to-be-communicated tasks should use when the time difference between the scheduled communication time point and the system time is different. Therefore, according to the comparison result, that is, the time difference between the scheduled communication time point of each to-be-communicated task and the current system time, the follow-up priority value corresponding to the task to be communicated can be found in the follow-up priority value set. For example, if the task to be communicated is “sold to be followed up for sale”, and the scheduled communication time point of the to-be-communicated task is before the current system time, the task to be communicated can be found in the follow-up priority value set of the data record.
  • the current follow-up priority value is 4.
  • step S40 all the tasks to be communicated of the user are displayed in the order of the priority value of the follow-up priority, so that the user preferentially processes the to-be-communicated client with high priority.
  • the follow-up priority value corresponding to each communication task of the user can be found. All the users to be communicated are displayed in the order of the priority value of the follow-up priority. The highest priority is placed in the first item in the list. If the priority is the same, the appointment communication time is earlier. If the staff is remotely seated, they can follow the customer's follow-up work according to the number of users to be communicated according to the priority value of the follow-up priority, in order to prioritize the customers with higher priority.
  • a data record including a follow-up priority value set of each to-be-communicated task is established in advance for each to-be-communicated task of the user, and the follow-up priority value set is an advance communication time according to each scheduled communication task.
  • the set of multiple follow-up priority values calculated by the preset time difference between the point and the system time preset, so that when the user issues the task processing instruction, the user can communicate with the scheduled communication time of the task to be communicated.
  • another embodiment of the present application provides a priority-based customer follow-up method.
  • the method further includes:
  • Step S50 setting different weights corresponding to the tasks to be communicated, setting different priority values of the different reservation time according to the difference between the scheduled communication time point of the task to be communicated and the preset time of the system time, and using the task to be communicated
  • the corresponding weight and the corresponding different reservation time priority values are used to calculate the priority value before the reservation time of the task to be communicated, the priority value in the reservation time, and the priority value after the appointment time.
  • Step S60 creating a new data record in the preset database for each task to be communicated, and recording the scheduled communication time point of the task to be communicated, the priority value before the reservation time, the priority value in the reservation time, and the reservation in the data record. Priority value after time.
  • the different reservation time priority values corresponding to the to-be-communicated task are respectively set, which are the first priority value and the second
  • the priority value and the third priority value are defined as follows:
  • the first priority value is used by the preset value (for example, 1 minute) before the scheduled communication time point reaches the current time, and the priority is higher;
  • the second priority value is used in the interval before the scheduled communication time point reaches the preset value (for example, 1 minute) before and after the current time, and the priority is the highest;
  • the third priority value is adopted by the preset value (for example, 1 minute) after the scheduled communication time point exceeds the current time, and the priority is the lowest.
  • weights corresponding to different tasks to be communicated are also set.
  • the weight of the “sales tracking status” may be higher than the “pre-sales preparation state” weight according to the importance of different task states.
  • the weight of the "preparation state” is higher than the weight of the "sales failure state", and the corresponding weight coefficient can be set for different task states.
  • the follow-up priority M of each customer to be followed can be comprehensively determined, and the formula is as follows:
  • different reservation time priority values M1 and weight coefficients a corresponding to different task states may be preset to adjust the time difference before and after the task state to the follow-up priority of the final customer to be followed according to the needs of the actual application. influence level. If priority is given to the follow-up customer who is approaching the scheduled follow-up time point, the size of the different reservation time priority value M1 can be increased, and if the importance of the current task status of the customer is prioritized for follow-up, the improvement can be improved. The size of the weight coefficient a corresponding to different task states.
  • the embodiment provides an optional coefficient ratio, and the corresponding priority value is set when the M1 is the second priority value, and the corresponding priority is when the M1 is the first priority value.
  • the level value is 2.5, and the corresponding priority value is 2 when M1 is the third priority value.
  • the weights corresponding to each to-be-communicated task and the corresponding different reservation time priority values can be comprehensively calculated to be communicated.
  • the follow-up priority M calculated according to the above formula is the pre-request time priority value of the task to be communicated.
  • the database used for storing data records is a relational database, a non-relational noSql database, or a cache database.
  • the cache database can be quickly invoked in real time by the system in a business scenario with particularly high performance requirements.
  • the data record is a JavaScript object markup language format, that is, a JSON format file, and the file can be adjusted by text editing according to business needs. For example, in this embodiment, the follow-up priority of the follow-up priority value set of the task to be communicated can be manually edited and adjusted. Level value.
  • a data record is saved in the database, and the data record includes four fields: a reservation communication time point (T), and a priority before the appointment time. (P1), priority (P0) in the reservation time, priority (P3) after the reservation time, and the priority values under the three conditions are set in advance.
  • T reservation communication time point
  • P1 priority
  • P0 priority
  • P3 priority after the reservation time
  • the priority values under the three conditions are set in advance.
  • the follow-up priority value of the task to be communicated takes the value of P1. If the scheduled communication time point (T) is between T-n and T+n of the current system time, the follow-up priority value of the task to be communicated takes the value of P2. If the appointment communication time point (T) is after n minutes before the current system time, the follow-up priority value of the to-be-communicated task takes the value of P3. All the tasks to be communicated are determined according to this rule, and the sorting is performed. After sorting, the prompt seat with the highest priority needs to be followed up.
  • the present application also provides a computer readable storage medium storing a priority based customer tracking system, the priority based customer tracking system being executable by at least one processor,
  • the at least one processor In order for the at least one processor to perform the steps of the priority-based customer follow-up method in the above embodiment, the specific implementation process of the priority-based customer follow-up method steps S10, S20, S30, etc. is as described above , will not repeat them here.
  • 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.
  • the technical solution of the present application 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 mobile phone, a computer, a server, an air conditioner, or a network device, etc.) to perform the methods described in various embodiments of the present application.

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Abstract

一种基于优先级的客户跟进方法、系统及可读存储介质，该方法包括：在接收到用户发出的任务处理指令后，查询该用户的所有待沟通任务（S10）；遍历该用户的所有待沟通任务，将每一待沟通任务的预约沟通时间点与当前系统时间进行比较（S20）；根据比较结果在预先针对每一待沟通任务建立的数据记录中找到对应的跟进优先级数值（S30）；该数据记录中包括每一待沟通任务的跟进优先级数值集，该跟进优先级数值集为预先根据每一待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差及预设规则计算得到的多个跟进优先级数值的集合；对该用户的所有待沟通任务按跟进优先级数值的高低排序进行展示（S40）。

Description

基于优先级的客户跟进方法、系统及可读存储介质
优先权申明
本申请基于巴黎公约申明享有2017年8月4日递交的申请号为CN201710658090.7、名称为“基于优先级的客户跟进方法、系统及可读存储介质”中国专利申请的优先权，该中国专利申请的整体内容以参考的方式结合在本申请中。
技术领域
本申请涉及计算机技术领域，尤其涉及一种基于优先级的客户跟进方法、系统及可读存储介质。
背景技术
在远程服销场景下，往往需要工作人员如坐席对所有的存量客户以及挖掘到的准客户在确定预约沟通时间后及时进行跟进。现有技术中有基于优先级对坐席的待跟进客户进行依次跟进的方案，然而，现有技术的方案中均需系统实时动态地计算出不同客户的跟进优先级数值，当坐席的客户跟进任务的数量很大时，会消耗系统大量的CPU资源，影响系统的性能。因此，需要一种消耗较少的CPU资源来进行基于优先级的客户跟进方案。
发明内容
本申请的主要目的在于提供一种基于优先级的客户跟进方法、系统及可读存储介质，旨在消耗较少的CPU资源来进行基于优先级的客户跟进。
为实现上述目的，本申请第一方面提供的一种电子装置，所述电子装置包括存储器、处理器及存储在所述存储器上并可在所述处理器上运行的基于优先级的客户跟进系统，所述基于优先级的客户跟进系统被所述处理器执行时实现如下步骤：
A、在接收到用户发出的任务处理指令后，查询该用户的所有待沟通任务；
B、遍历该用户的所有待沟通任务，将每一待沟通任务的预约沟通时间点与当前系统时间进行比较；
C、根据比较结果在预先针对每一待沟通任务建立的数据记录中找到对应的跟进优先级数值；该数据记录中包括每一待沟通任务的跟进优先级数值集，该跟进优先级数值集为预先根据每一待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差及预设规则计算得到的多个跟进优先级数值的集合；
D、对该用户的所有待沟通任务按跟进优先级数值的高低排序进行展示，以供该用户优先处理优先级高的待沟通客户。
此外，为实现上述目的，本申请第二方面还提供一种基于优先级的客户跟进方法，应用于电子装置，所述方法包括：
在接收到用户发出的任务处理指令后，查询该用户的所有待沟通任务；
遍历该用户的所有待沟通任务，将每一待沟通任务的预约沟通时间点与当前系统时间进行比较；
根据比较结果在预先针对每一待沟通任务建立的数据记录中找到对应的跟进优先级数值；该数据记录中包括每一待沟通任务的跟进优先级数值集，该跟进优先级数值集为预先根据每一待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差及预设规则计算得到的多个跟进优先级数值的集合；
对该用户的所有待沟通任务按跟进优先级数值的高低排序进行展示，以供该用户优先处理优先级高的待沟通客户。
进一步地，为实现上述目的，本申请第三方面还提供一种计算机可读存储介质，所述计算机可读存储介质存储有基于优先级的客户跟进系统，所述基于优先级的客户跟进系统可被至少一个处理器执行，以使所述至少一个处理器执行如上述的基于优先级的客户跟进方法的步骤。
本申请提出的基于优先级的客户跟进方法、系统及可读存储介质，通过预先针对用户的每一待沟通任务建立包括每一待沟通任务的跟进优先级数值集的数据记录，该跟进优先级数值集为预先根据每一待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差及预设规则计算得到的多个跟进优先级数值的集合，这样，用户在发出任务处理指令时，可将该用户的待沟通任务的预约沟通时间点与当前系统时间进行比较，并根据比较结果即预约沟通时间点与当前系统时间的时间差的不同情况在每一待沟通任务的跟进优先级数值集中找到对应情况的跟进优先级数值，作为待沟通任务的跟进优先级数值，从而对该用户的所有待沟通任务按跟进优先级的高低进行客户跟进。由于无需系统实时动态地计算得到每一待沟通任务的跟进优先级数值，而只需从预先建立的数据记录中选取对应的优先级数值，能极大地减少系统CPU资源的消耗。
附图说明
图1为本申请基于优先级的客户跟进系统10较佳实施例的运行环境示意图；
图2为本申请基于优先级的客户跟进系统一实施例的功能模块示意图；
图3为本申请基于优先级的客户跟进系统另一实施例的功能模块示意图；
图4为本申请基于优先级的客户跟进方法一实施例的流程示意图；
图5为本申请基于优先级的客户跟进方法另一实施例的流程示意图。
本申请目的的实现、功能特点及优点将结合实施例，参照附图做进一步说明。
具体实施方式
为了使本申请所要解决的技术问题、技术方案及有益效果更加清楚、明白，以下结合附图和实施例，对本申请进行进一步详细说明。应当理解，此处所描述的具体实施例仅仅用以解释本申请，并不用于限定本申请。
本申请提供一种基于优先级的客户跟进系统。请参阅图1，是本申请基于优先级的客户跟进系统10较佳实施例的运行环境示意图。
在本实施例中，所述的基于优先级的客户跟进系统10安装并运行于电子装置1中。该电子装置1可包括，但不仅限于，存储器11、处理器12及显示器13。图1仅示出了具有组件11-13的电子装置1，但是应理解的是，并不要求实施所有示出的组件，可以替代的实施更多或者更少的组件。
所述存储器11至少为一种类型的计算可读存储介质，在一些实施例中存储器11可以是所述电子装置1的内部存储单元，例如该电子装置1的硬盘或内存。所述存储器11在另一些实施例中也可以是所述电子装置1的外部存储设备，例如所述电子装置1上配备的插接式硬盘，智能存储卡(Smart Media Card,SMC)，安全数字(Secure Digital,SD)卡，闪存卡(Flash Card)等。进一步地，所述存储器11还可以既包括所述电子装置1的内部存储单元也包括外部存储设备。所述存储器11用于存储安装于所述电子装置1的应用软件及各类数据，例如所述基于优先级的客户跟进系统10的程序代码等。所述存储器11还可以用于暂时地存储已经输出或者将要输出的数据。
所述处理器12在一些实施例中可以是一中央处理器(Central Processing Unit,CPU)，微处理器或其他数据处理芯片，用于运行所述存储器11中存储的程序代码或处理数据，例如执行所述基于优先级的客户跟进系统10等。
所述显示器13在一些实施例中可以是LED显示器、液晶显示器、触控式液晶显示器以及OLED(Organic Light-Emitting Diode，有机发光二极管)触摸器等。所述显示器13用于显示在所述电子装置1中处理的信息以及用于显示可视化的用户界面，例如每个待沟通客户的预约沟通时间点、按沟通优先级的高低进行排序展示的待沟通客户信息等。所述电子装置1的部件11-13通过系统总线相互通信。
请参阅图2，是本申请基于优先级的客户跟进系统10较佳实施例的功能模块图。在本实施例中，所述的基于优先级的客户跟进系统10可以被分割成一个或多个模块，所述一个或者多个模块被存储于所述存储器11中，并由一个或多个处理器(本实施例为所述处理器12)所执行，以完成本申请。例如，在图4中，所述的基于优先级的客户跟进系统10可以被分割成查询模块01、比较模块02、查找模块03及排序模块04。本申请所称的模块是指能够完成特定功能的一系列计算机程序指令段，比程序更适合于描述所述基于优先级的客户跟进系统10在所述电子装置1中的执行过程。以下描述将具体介绍所述查询模块01、比较模块02、查找模块03及排序模块04的功能。
查询模块01，用于在接收到用户发出的任务处理指令后，查询该用户的所有待沟通任务。
比较模块02，用于遍历该用户的所有待沟通任务，将每一待沟通任务的预约沟通时间点与当前系统时间进行比较。
在远程服销场景下，工作人员如远程坐席往往需要对所有的存量客户以及挖掘到的准客户进行主动跟踪，一般情况下为远程坐席与有意向的客户在一次沟通过程中与该客户确定下一次的预约沟通时间点后，远程坐席根据预约沟通时间点来及时主动跟进客户。本实施例中，可在系统界面上提供对应的按钮，该按钮用于用户如坐席人员在自己有空处理新的任务时进行点击，以向系统发出任务处理指令。系统接收到用户发出的任务处理指令后，查询该用户的所有待沟通任务，如可查询该用户账号下未完成的所有待沟通任务，并遍历查询到的该用户的所有待沟通任务，将每一待沟通任务的预约沟通时间点与当前系统时间进行比较。例如，比较每一待沟通任务的预约沟通时间点在当前系统时间之前或之后，还可计算每一待沟通任务的预约沟通时间点与当前系统时间的时间差，如在当前系统时间之前N分钟，在当前系统时间之后N分钟。
每一待沟通任务的预约沟通时间点在一种实施方式中可由系统实时获取，例如，可提供一客户跟进时间记录界面，远程坐席在与有意向的客户在沟通过程中确定了下一次的预约沟通时间点后，可通过点击按钮等方式调出客户跟进时间记录界面，在该客户跟进时间记录界面上记录待沟通客户的客户信息(如姓名、联系方式、当前业务状 态等)、预约沟通时间点等信息。其中，客户跟进时间记录界面可供远程坐席新增一条记录来录入新增的待沟通客户的客户信息、预约沟通时间点等信息，也可供远程坐席对已有的记录进行更新，如可将已有记录中待沟通客户的预约沟通时间点更新为最新与待沟通客户确定的预约沟通时间点，这样，通过客户跟进时间记录界面即可实时的获取到每一待沟通客户最新的预约沟通时间点。
在另一种实施方式中，也可在数据库中建立一数据记录来存储每一待沟通任务的预约沟通时间点，用户如坐席人员在发出任务处理指令后，可直接调用数据记录中存储的每一待沟通任务的预约沟通时间点来与当前系统时间进行比较。
查找模块03，用于根据比较结果在预先针对每一待沟通任务建立的数据记录中找到对应的跟进优先级数值；该数据记录中包括每一待沟通任务的跟进优先级数值集，该跟进优先级数值集为预先根据每一待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差及预设规则计算得到的多个跟进优先级数值的集合。
根据比较结果即每一待沟通任务的预约沟通时间点与当前系统时间的前后时间差在预先针对每一待沟通任务建立的数据记录中进行查找。该数据记录为预先针对每一待沟通任务建立的跟进优先级数值集，该跟进优先级数值集中包括每一待沟通任务在其预约沟通时间点与系统时间的前后时间差处于不同情况时应当采用的跟进优先级数值的集合。可预先根据每一待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差及预设规则计算得到多个跟进优先级数值。例如，在一种实施方式中，可设定预约沟通时间点在当前系统时间之前的跟进优先级数值为2，预约沟通时间点在当前系统时间之后的跟进优先级数值为1，预约沟通时间点在当前系统时间之前的待沟通任务的沟通优先级高于预约沟通时间点在当前系统时间之后的待沟通任务，以保证尽可能更多的提前与待沟通客户进行跟进沟通，以避免未在预约沟通时间点进行跟进的待沟通客户对整个跟进沟通计划的影响进而降低远程服销中客户的整体满意度。
在另一种实施方式中，还可在设定预约沟通时间点在当前系统时间之前的待沟通任务的优先级高于预约沟通时间点在当前系统时间之后的待沟通任务的基础上，综合考虑不同待沟通任务所处的当前业务状态来进行沟通优先级的计算。例如，可设定处于“已报价待跟进销售”状态的权重高于“已下单待配送”状态的权重，则可根据每一待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差及待沟通任务的业务状态权重计算待沟通任务的跟进优先级数值，如待沟通任务为“已报价待跟进销售”，其权重为2，则可计算出该待沟通任务在预约沟通时间点在当前系统时间之前的跟进优先级数值为 4，该待沟通任务在预约沟通时间点在当前系统时间之后的跟进优先级数值为2。
由于数据记录的跟进优先级数值集中包括每一待沟通任务在其预约沟通时间点与系统时间的前后时间差处于不同情况时应当采用的跟进优先级数值的集合。因此，根据比较结果即每一待沟通任务的预约沟通时间点与当前系统时间的前后时间差即可在跟进优先级数值集中找到待沟通任务对应的跟进优先级数值。例如，若待沟通任务为“已报价待跟进销售”，且该待沟通任务的预约沟通时间点在当前系统时间之前，则可从该待沟通任务在数据记录的跟进优先级数值集中找到当前情况对应的跟进优先级数值为4。
排序模块04，用于对该用户的所有待沟通任务按跟进优先级数值的高低排序进行展示，以供该用户优先处理优先级高的待沟通客户。
对该用户的所有待沟通任务遍历完成后，可找到该用户的每一待沟通任务对应的跟进优先级数值。对该用户的所有待沟通任务按跟进优先级数值的高低排序进行展示，优先级最高的放在列表中第一条，若优先级相同，则预约沟通时间点早的排在前面。工作人员如远程坐席即可根据展示的按跟进优先级数值高低排序的待沟通客户依次进行客户跟进工作，以优先处理优先级高的待沟通客户。
本实施例通过预先针对用户的每一待沟通任务建立包括每一待沟通任务的跟进优先级数值集的数据记录，该跟进优先级数值集为预先根据每一待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差及预设规则计算得到的多个跟进优先级数值的集合，这样，用户在发出任务处理指令时，可将该用户的待沟通任务的预约沟通时间点与当前系统时间进行比较，并根据比较结果即预约沟通时间点与当前系统时间的时间差的不同情况在每一待沟通任务的跟进优先级数值集中找到对应情况的跟进优先级数值，作为待沟通任务的跟进优先级数值，从而对该用户的所有待沟通任务按跟进优先级的高低进行客户跟进。由于无需系统实时动态地计算得到每一待沟通任务的跟进优先级数值，而只需从预先建立的数据记录中选取对应的优先级数值，能极大地减少系统CPU资源的消耗。
如图3所示，本申请另一实施例提出一种基于优先级的客户跟进系统，在上述实施例的基础上，还包括：
设置模块05，用于设置不同待沟通任务对应的权重，根据待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差为该待沟通任务设置对应的不同预约时间优先级数值，并利用待沟通任务对 应的权重及对应的不同预约时间优先级数值计算得到该待沟通任务的预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值。
记录模块06，用于为每一待沟通任务在预设的数据库中新建一数据记录，在该数据记录中记录待沟通任务的预约沟通时间点、预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值。
经过远程服销场景中的数据统计发现，在与客户的预约沟通时间前后一小段时间(如前后1分钟)内及时接触客户，客户满意度最高，销售成功率高。而提前一小段时间(如1分钟)联系客户也会取得较高的客户满意度，但超过一小段时间(如1分钟)之后才接触客户，客户满意度最低。
因此，本实施例中，根据待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差为该待沟通任务设置对应的不同预约时间优先级数值，分别为第一优先级数值、第二优先级数值、第三优先级数值，这三个优先级的定义分别如下：
第一优先级数值，在预约沟通时间点到达当前时间之前预设值(如1分钟)均采用该优先级，此时优先级较高；
第二优先级数值，在预约沟通时间点到达当前时间的前后预设值(如1分钟)的区间均采用该优先级，此时优先级最高；
第三优先级数值，在预约沟通时间点超过当前时间之后预设值(如1分钟)均采用该优先级，此时优先级最低。
此外，本实施例中还设置不同待沟通任务对应的权重，例如，可根据不同任务状态的重要性设定“销售中跟踪状态”的权重高于“销售前准备状态”的权重，“销售前准备状态”的权重高于“销售失败状态”的权重，并可为不同任务状态设置对应的权重系数。根据确定出的不同预约时间优先级数值M1及不同任务状态对应的权重系数a，可综合确定出每个待跟进客户的跟进优先级M，公式如下：
M＝a*M1
本实施例中，可预先设定不同预约时间优先级数值M1及不同任务状态对应的权重系数a，以根据实际应用的需要调整前后时间差、任务状态对最终待跟进客户的跟进优先级的影响程度。如若优先考虑跟进快到预约跟进时间点的待跟进客户，则可提高不同预约时间优先级数值M1的大小，若优先考虑客户的当前任务状态的重要性来进行跟进，则可提高不同任务状态对应的权重系数a的大小。经过大量案例及实验数据，本实施例提供一种可选的系数配比，可设定M1为第二优先级数值时对应的优先级数值为3，M1为第一优先级数值时对应的优先级数值为2.5，M1为第三优先级数值时对应的优先级数值为 2。待沟通任务为“销售中跟踪状态”时对应的权重系数a为0.9，待沟通任务为“销售前准备状态”时对应的权重系数a为0.6，待沟通任务为“销售失败状态”时对应的权重系数a为0.3。这样，能均衡每个待跟进客户的预约跟进时间点、当前任务状态这两方面因素的影响，为每个待跟进客户计算得到最合理的跟进优先级。其中，根据上述公式，综合考虑每一待沟通任务对应的权重及对应的不同预约时间优先级数值(第一优先级数值、第二优先级数值、第三优先级数值)即可计算得到待沟通任务的预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值。例如，当预约时间优先级数值M1为第一优先级数值时根据上述公式计算出的跟进优先级M为待沟通任务的预约时间前优先级数值。
为每一待沟通任务在预设的数据库中新建一数据记录，在该数据记录中记录待沟通任务的预约沟通时间点、预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值。其中，用于存储数据记录的数据库为关系型数据库、非关系型noSql数据库或缓存数据库，缓存数据库可在对性能要求特别高的业务场景中，被系统实时快速调用。所述数据记录为JavaScript对象标记语言格式即JSON格式的文件，该文件可以根据业务需要通过文本编辑调整，如本实施例中可人工编辑调整待沟通任务的跟进优先级数值集中的跟进优先级数值。
例如，在一种具体实施方式中，当待沟通任务的预约沟通时间点确定之后，数据库中保存一条数据记录，该数据记录包含四个字段：预约沟通时间点(T)，预约时间前优先级(P1)、预约时间中优先级(P0)、预约时间后优先级(P3)，提前设定好三种条件下的优先级数值。提供对应的按钮功能，让坐席人员在自己有空处理新的任务时进行点击。对应的功能被触发后，系统获取当前系统时间，并与该数据记录中预约沟通时间点(T)字段的内容进行比较，若预约沟通时间点(T)在当前系统时间前n分钟之前，则该待沟通任务的跟进优先级数值取P1的数值。若预约沟通时间点(T)处于当前系统时间的T-n与T+n之间，则该待沟通任务的跟进优先级数值取P2的数值。若预约沟通时间点(T)在当前系统时间前n分钟之后，则该待沟通任务的跟进优先级数值取P3的数值。所有待沟通任务均按照此规则确定优先级，统一排序，排序后获取优先级最高的提示坐席需要跟进。
本申请进一步提供一种基于优先级的客户跟进方法。
参照图4，图4为本申请基于优先级的客户跟进方法一实施例的流程示意图。
在一实施例中，该基于优先级的客户跟进方法包括：
步骤S10，在接收到用户发出的任务处理指令后，查询该用户的所有待沟通任务。
步骤S20，遍历该用户的所有待沟通任务，将每一待沟通任务的预约沟通时间点与当前系统时间进行比较。
在远程服销场景下，工作人员如远程坐席往往需要对所有的存量客户以及挖掘到的准客户进行主动跟踪，一般情况下为远程坐席与有意向的客户在一次沟通过程中与该客户确定下一次的预约沟通时间点后，远程坐席根据预约沟通时间点来及时主动跟进客户。本实施例中，可在系统界面上提供对应的按钮，该按钮用于用户如坐席人员在自己有空处理新的任务时进行点击，以向系统发出任务处理指令。系统接收到用户发出的任务处理指令后，查询该用户的所有待沟通任务，如可查询该用户账号下未完成的所有待沟通任务，并遍历查询到的该用户的所有待沟通任务，将每一待沟通任务的预约沟通时间点与当前系统时间进行比较。例如，比较每一待沟通任务的预约沟通时间点在当前系统时间之前或之后，还可计算每一待沟通任务的预约沟通时间点与当前系统时间的时间差，如在当前系统时间之前N分钟，在当前系统时间之后N分钟。
每一待沟通任务的预约沟通时间点在一种实施方式中可由系统实时获取，例如，可提供一客户跟进时间记录界面，远程坐席在与有意向的客户在沟通过程中确定了下一次的预约沟通时间点后，可通过点击按钮等方式调出客户跟进时间记录界面，在该客户跟进时间记录界面上记录待沟通客户的客户信息(如姓名、联系方式、当前业务状态等)、预约沟通时间点等信息。其中，客户跟进时间记录界面可供远程坐席新增一条记录来录入新增的待沟通客户的客户信息、预约沟通时间点等信息，也可供远程坐席对已有的记录进行更新，如可将已有记录中待沟通客户的预约沟通时间点更新为最新与待沟通客户确定的预约沟通时间点，这样，通过客户跟进时间记录界面即可实时的获取到每一待沟通客户最新的预约沟通时间点。
在另一种实施方式中，也可在数据库中建立一数据记录来存储每一待沟通任务的预约沟通时间点，用户如坐席人员在发出任务处理指令后，可直接调用数据记录中存储的每一待沟通任务的预约沟通时间点来与当前系统时间进行比较。
步骤S30，根据比较结果在预先针对每一待沟通任务建立的数据记录中找到对应的跟进优先级数值；该数据记录中包括每一待沟通任务的跟进优先级数值集，该跟进优先级数值集为预先根据每一待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差及预设规则计算得到的多个跟进优先级数值的集合。
根据比较结果即每一待沟通任务的预约沟通时间点与当前系统 时间的前后时间差在预先针对每一待沟通任务建立的数据记录中进行查找。该数据记录为预先针对每一待沟通任务建立的跟进优先级数值集，该跟进优先级数值集中包括每一待沟通任务在其预约沟通时间点与系统时间的前后时间差处于不同情况时应当采用的跟进优先级数值的集合。可预先根据每一待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差及预设规则计算得到多个跟进优先级数值。例如，在一种实施方式中，可设定预约沟通时间点在当前系统时间之前的跟进优先级数值为2，预约沟通时间点在当前系统时间之后的跟进优先级数值为1，预约沟通时间点在当前系统时间之前的待沟通任务的沟通优先级高于预约沟通时间点在当前系统时间之后的待沟通任务，以保证尽可能更多的提前与待沟通客户进行跟进沟通，以避免未在预约沟通时间点进行跟进的待沟通客户对整个跟进沟通计划的影响进而降低远程服销中客户的整体满意度。
在另一种实施方式中，还可在设定预约沟通时间点在当前系统时间之前的待沟通任务的优先级高于预约沟通时间点在当前系统时间之后的待沟通任务的基础上，综合考虑不同待沟通任务所处的当前业务状态来进行沟通优先级的计算。例如，可设定处于“已报价待跟进销售”状态的权重高于“已下单待配送”状态的权重，则可根据每一待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差及待沟通任务的业务状态权重计算待沟通任务的跟进优先级数值，如待沟通任务为“已报价待跟进销售”，其权重为2，则可计算出该待沟通任务在预约沟通时间点在当前系统时间之前的跟进优先级数值为4，该待沟通任务在预约沟通时间点在当前系统时间之后的跟进优先级数值为2。
由于数据记录的跟进优先级数值集中包括每一待沟通任务在其预约沟通时间点与系统时间的前后时间差处于不同情况时应当采用的跟进优先级数值的集合。因此，根据比较结果即每一待沟通任务的预约沟通时间点与当前系统时间的前后时间差即可在跟进优先级数值集中找到待沟通任务对应的跟进优先级数值。例如，若待沟通任务为“已报价待跟进销售”，且该待沟通任务的预约沟通时间点在当前系统时间之前，则可从该待沟通任务在数据记录的跟进优先级数值集中找到当前情况对应的跟进优先级数值为4。
步骤S40，对该用户的所有待沟通任务按跟进优先级数值的高低排序进行展示，以供该用户优先处理优先级高的待沟通客户。
对该用户的所有待沟通任务遍历完成后，可找到该用户的每一待沟通任务对应的跟进优先级数值。对该用户的所有待沟通任务按跟进优先级数值的高低排序进行展示，优先级最高的放在列表中第一条，若优先级相同，则预约沟通时间点早的排在前面。工作人员如远程坐 席即可根据展示的按跟进优先级数值高低排序的待沟通客户依次进行客户跟进工作，以优先处理优先级高的待沟通客户。
本实施例通过预先针对用户的每一待沟通任务建立包括每一待沟通任务的跟进优先级数值集的数据记录，该跟进优先级数值集为预先根据每一待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差及预设规则计算得到的多个跟进优先级数值的集合，这样，用户在发出任务处理指令时，可将该用户的待沟通任务的预约沟通时间点与当前系统时间进行比较，并根据比较结果即预约沟通时间点与当前系统时间的时间差的不同情况在每一待沟通任务的跟进优先级数值集中找到对应情况的跟进优先级数值，作为待沟通任务的跟进优先级数值，从而对该用户的所有待沟通任务按跟进优先级的高低进行客户跟进。由于无需系统实时动态地计算得到每一待沟通任务的跟进优先级数值，而只需从预先建立的数据记录中选取对应的优先级数值，能极大地减少系统CPU资源的消耗。
如图5所示，本申请另一实施例提出一种基于优先级的客户跟进方法，在上述实施例的基础上，在上述步骤S10之前还包括：
步骤S50，设置不同待沟通任务对应的权重，根据待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差为该待沟通任务设置对应的不同预约时间优先级数值，并利用待沟通任务对应的权重及对应的不同预约时间优先级数值计算得到该待沟通任务的预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值。
步骤S60，为每一待沟通任务在预设的数据库中新建一数据记录，在该数据记录中记录待沟通任务的预约沟通时间点、预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值。
经过远程服销场景中的数据统计发现，在与客户的预约沟通时间前后一小段时间(如前后1分钟)内及时接触客户，客户满意度最高，销售成功率高。而提前一小段时间(如1分钟)联系客户也会取得较高的客户满意度，但超过一小段时间(如1分钟)之后才接触客户，客户满意度最低。
因此，本实施例中，根据待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差为该待沟通任务设置对应的不同预约时间优先级数值，分别为第一优先级数值、第二优先级数值、第三优先级数值，这三个优先级的定义分别如下：
第一优先级数值，在预约沟通时间点到达当前时间之前预设值(如1分钟)均采用该优先级，此时优先级较高；
第二优先级数值，在预约沟通时间点到达当前时间的前后预设值 (如1分钟)的区间均采用该优先级，此时优先级最高；
第三优先级数值，在预约沟通时间点超过当前时间之后预设值(如1分钟)均采用该优先级，此时优先级最低。
此外，本实施例中还设置不同待沟通任务对应的权重，例如，可根据不同任务状态的重要性设定“销售中跟踪状态”的权重高于“销售前准备状态”的权重，“销售前准备状态”的权重高于“销售失败状态”的权重，并可为不同任务状态设置对应的权重系数。根据确定出的不同预约时间优先级数值M1及不同任务状态对应的权重系数a，可综合确定出每个待跟进客户的跟进优先级M，公式如下：
M＝a*M1
本实施例中，可预先设定不同预约时间优先级数值M1及不同任务状态对应的权重系数a，以根据实际应用的需要调整前后时间差、任务状态对最终待跟进客户的跟进优先级的影响程度。如若优先考虑跟进快到预约跟进时间点的待跟进客户，则可提高不同预约时间优先级数值M1的大小，若优先考虑客户的当前任务状态的重要性来进行跟进，则可提高不同任务状态对应的权重系数a的大小。经过大量案例及实验数据，本实施例提供一种可选的系数配比，可设定M1为第二优先级数值时对应的优先级数值为3，M1为第一优先级数值时对应的优先级数值为2.5，M1为第三优先级数值时对应的优先级数值为2。待沟通任务为“销售中跟踪状态”时对应的权重系数a为0.9，待沟通任务为“销售前准备状态”时对应的权重系数a为0.6，待沟通任务为“销售失败状态”时对应的权重系数a为0.3。这样，能均衡每个待跟进客户的预约跟进时间点、当前任务状态这两方面因素的影响，为每个待跟进客户计算得到最合理的跟进优先级。其中，根据上述公式，综合考虑每一待沟通任务对应的权重及对应的不同预约时间优先级数值(第一优先级数值、第二优先级数值、第三优先级数值)即可计算得到待沟通任务的预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值。例如，当预约时间优先级数值M1为第一优先级数值时根据上述公式计算出的跟进优先级M为待沟通任务的预约时间前优先级数值。
为每一待沟通任务在预设的数据库中新建一数据记录，在该数据记录中记录待沟通任务的预约沟通时间点、预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值。其中，用于存储数据记录的数据库为关系型数据库、非关系型noSql数据库或缓存数据库，缓存数据库可在对性能要求特别高的业务场景中，被系统实时快速调用。所述数据记录为JavaScript对象标记语言格式即JSON格式的文件，该文件可以根据业务需要通过文本编辑调整，如本实施例中可人工编辑调整待沟通任务的跟进优先级数值集中的跟进优先级数 值。
例如，在一种具体实施方式中，当待沟通任务的预约沟通时间点确定之后，数据库中保存一条数据记录，该数据记录包含四个字段：预约沟通时间点(T)，预约时间前优先级(P1)、预约时间中优先级(P0)、预约时间后优先级(P3)，提前设定好三种条件下的优先级数值。提供对应的按钮功能，让坐席人员在自己有空处理新的任务时进行点击。对应的功能被触发后，系统获取当前系统时间，并与该数据记录中预约沟通时间点(T)字段的内容进行比较，若预约沟通时间点(T)在当前系统时间前n分钟之前，则该待沟通任务的跟进优先级数值取P1的数值。若预约沟通时间点(T)处于当前系统时间的T-n与T+n之间，则该待沟通任务的跟进优先级数值取P2的数值。若预约沟通时间点(T)在当前系统时间前n分钟之后，则该待沟通任务的跟进优先级数值取P3的数值。所有待沟通任务均按照此规则确定优先级，统一排序，排序后获取优先级最高的提示坐席需要跟进。
此外，本申请还提供一种计算机可读存储介质，所述计算机可读存储介质存储有基于优先级的客户跟进系统，所述基于优先级的客户跟进系统可被至少一个处理器执行，以使所述至少一个处理器执行如上述实施例中的基于优先级的客户跟进方法的步骤，该基于优先级的客户跟进方法的步骤S10、S20、S30等具体实施过程如上文所述，在此不再赘述。
需要说明的是，在本文中，术语“包括”、“包含”或者其任何其他变体意在涵盖非排他性的包含，从而使得包括一系列要素的过程、方法、物品或者装置不仅包括那些要素，而且还包括没有明确列出的其他要素，或者是还包括为这种过程、方法、物品或者装置所固有的要素。在没有更多限制的情况下，由语句“包括一个……”限定的要素，并不排除在包括该要素的过程、方法、物品或者装置中还存在另外的相同要素。
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到上述实施例方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通过硬件来实现，但很多情况下前者是更佳的实施方式。基于这样的理解，本申请的技术方案本质上或者说对现有技术做出贡献的部分可以以软件产品的形式体现出来，该计算机软件产品存储在一个存储介质(如ROM/RAM、磁碟、光盘)中，包括若干指令用以使得一台终端设备(可以是手机，计算机，服务器，空调器，或者网络设备等)执行本申请各个实施例所述的方法。
以上参照附图说明了本申请的优选实施例，并非因此局限本申请 的权利范围。上述本申请实施例序号仅仅为了描述，不代表实施例的优劣。另外，虽然在流程图中示出了逻辑顺序，但是在某些情况下，可以以不同于此处的顺序执行所示出或描述的步骤。
本领域技术人员不脱离本申请的范围和实质，可以有多种变型方案实现本申请，比如作为一个实施例的特征可用于另一实施例而得到又一实施例。凡在运用本申请的技术构思之内所作的任何修改、等同替换和改进，均应在本申请的权利范围之内。

Claims (20)

  1. 一种电子装置，其特征在于，所述电子装置包括存储器、处理器及存储在所述存储器上并可在所述处理器上运行的基于优先级的客户跟进系统，所述基于优先级的客户跟进系统被所述处理器执行时实现如下步骤：
    A、在接收到用户发出的任务处理指令后，查询该用户的所有待沟通任务；
    B、遍历该用户的所有待沟通任务，将每一待沟通任务的预约沟通时间点与当前系统时间进行比较；
    C、根据比较结果在预先针对每一待沟通任务建立的数据记录中找到对应的跟进优先级数值；该数据记录中包括每一待沟通任务的跟进优先级数值集，该跟进优先级数值集为预先根据每一待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差及预设规则计算得到的多个跟进优先级数值的集合；
    D、对该用户的所有待沟通任务按跟进优先级数值的高低排序进行展示，以供该用户优先处理优先级高的待沟通客户。
  2. 如权利要求1所述的电子装置，其特征在于，所述跟进优先级数值集中包括预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值，所述根据比较结果在预先针对每一待沟通任务建立的数据记录中找到对应的跟进优先级数值的步骤包括：
    若待沟通任务的预约沟通时间点在当前系统时间之前，且预约沟通时间点与当前系统时间的时间差大于预设值，则该待沟通任务的跟进优先级数值取该待沟通任务在数据记录中对应的预约时间前优先级数值；若待沟通任务的预约沟通时间点与当前系统时间的时间差小于预设值，则该待沟通任务的跟进优先级数值取该待沟通任务在数据记录中对应的预约时间中优先级数值；若待沟通任务的预约沟通时间点在当前系统时间之后，且预约沟通时间点与当前系统时间的时间差大于预设值，则该待沟通任务的跟进优先级数值取该待沟通任务在数据记录中对应的预约时间后优先级数值。
  3. 如权利要求2所述的电子装置，其特征在于，所述处理器还用于执行所述基于优先级的客户跟进系统，以实现以下步骤：
    设置不同待沟通任务对应的权重，根据待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差为该待沟通任务设置对应的不同预约时间优先级数值，并利用待沟通任务对应的权重及对应的不同预约时间优先级数值计算得到该待沟通任务的预约时间前优先级 数值、预约时间中优先级数值及预约时间后优先级数值；
    为每一待沟通任务在预设的数据库中新建一数据记录，在该数据记录中记录待沟通任务的预约沟通时间点、预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值。
  4. 如权利要求3所述的电子装置，其特征在于，所述预设的数据库为关系型数据库、非关系型数据库或缓存数据库。
  5. 如权利要求1所述的电子装置，其特征在于，所述数据记录为JavaScript对象标记语言格式。
  6. 如权利要求2所述的电子装置，其特征在于，所述数据记录为JavaScript对象标记语言格式。
  7. 如权利要求3所述的电子装置，其特征在于，所述数据记录为JavaScript对象标记语言格式。
  8. 如权利要求4所述的电子装置，其特征在于，所述数据记录为JavaScript对象标记语言格式。
  9. 一种基于优先级的客户跟进方法，应用于电子装置，其特征在于，所述方法包括：
    在接收到用户发出的任务处理指令后，查询该用户的所有待沟通任务；
    遍历该用户的所有待沟通任务，将每一待沟通任务的预约沟通时间点与当前系统时间进行比较；
    根据比较结果在预先针对每一待沟通任务建立的数据记录中找到对应的跟进优先级数值；该数据记录中包括每一待沟通任务的跟进优先级数值集，该跟进优先级数值集为预先根据每一待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差及预设规则计算得到的多个跟进优先级数值的集合；
    对该用户的所有待沟通任务按跟进优先级数值的高低排序进行展示，以供该用户优先处理优先级高的待沟通客户。
  10. 如权利要求9所述的基于优先级的客户跟进方法，其特征在于，所述跟进优先级数值集中包括预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值，所述根据比较结果在预先针对每一待沟通任务建立的数据记录中找到对应的跟进优先级数值的步骤包括：
    若待沟通任务的预约沟通时间点在当前系统时间之前，且预约沟通时间点与当前系统时间的时间差大于预设值，则该待沟通任务的跟进优先级数值取该待沟通任务在数据记录中对应的预约时间前优先级数值；若待沟通任务的预约沟通时间点与当前系统时间的时间差小于预设值，则该待沟通任务的跟进优先级数值取该待沟通任务在数据记录中对应的预约时间中优先级数值；若待沟通任务的预约沟通时间点在当前系统时间之后，且预约沟通时间点与当前系统时间的时间差大于预设值，则该待沟通任务的跟进优先级数值取该待沟通任务在数据记录中对应的预约时间后优先级数值。
  11. 如权利要求10所述的基于优先级的客户跟进方法，其特征在于，所述在接收到用户发出的任务处理指令后，查询该用户的所有待沟通任务的步骤之前，该方法还包括：
    设置不同待沟通任务对应的权重，根据待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差为该待沟通任务设置对应的不同预约时间优先级数值，并利用待沟通任务对应的权重及对应的不同预约时间优先级数值计算得到该待沟通任务的预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值；
    为每一待沟通任务在预设的数据库中新建一数据记录，在该数据记录中记录待沟通任务的预约沟通时间点、预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值。
  12. 如权利要求11所述的基于优先级的客户跟进方法，其特征在于，所述预设的数据库为关系型数据库、非关系型数据库或缓存数据库。
  13. 如权利要求9所述的基于优先级的客户跟进方法，其特征在于，所述数据记录为JavaScript对象标记语言格式。
  14. 如权利要求10所述的基于优先级的客户跟进方法，其特征在于，所述数据记录为JavaScript对象标记语言格式。
  15. 如权利要求11所述的基于优先级的客户跟进方法，其特征在于，所述数据记录为JavaScript对象标记语言格式。
  16. 如权利要求12所述的基于优先级的客户跟进方法，其特征在于，所述数据记录为JavaScript对象标记语言格式。
  17. 一种计算机可读存储介质，所述计算机可读存储介质存储有 基于优先级的客户跟进系统，所述基于优先级的客户跟进系统可被至少一个处理器执行，以使所述至少一个处理器执行如下步骤：
    在接收到用户发出的任务处理指令后，查询该用户的所有待沟通任务；
    遍历该用户的所有待沟通任务，将每一待沟通任务的预约沟通时间点与当前系统时间进行比较；
    根据比较结果在预先针对每一待沟通任务建立的数据记录中找到对应的跟进优先级数值；该数据记录中包括每一待沟通任务的跟进优先级数值集，该跟进优先级数值集为预先根据每一待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差及预设规则计算得到的多个跟进优先级数值的集合；
    对该用户的所有待沟通任务按跟进优先级数值的高低排序进行展示，以供该用户优先处理优先级高的待沟通客户。
  18. 如权利要求17所述的计算机可读存储介质，其特征在于，所述跟进优先级数值集中包括预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值，所述根据比较结果在预先针对每一待沟通任务建立的数据记录中找到对应的跟进优先级数值的步骤包括：
    若待沟通任务的预约沟通时间点在当前系统时间之前，且预约沟通时间点与当前系统时间的时间差大于预设值，则该待沟通任务的跟进优先级数值取该待沟通任务在数据记录中对应的预约时间前优先级数值；若待沟通任务的预约沟通时间点与当前系统时间的时间差小于预设值，则该待沟通任务的跟进优先级数值取该待沟通任务在数据记录中对应的预约时间中优先级数值；若待沟通任务的预约沟通时间点在当前系统时间之后，且预约沟通时间点与当前系统时间的时间差大于预设值，则该待沟通任务的跟进优先级数值取该待沟通任务在数据记录中对应的预约时间后优先级数值。
  19. 如权利要求18所述的计算机可读存储介质，其特征在于，所述处理器还用于执行所述基于优先级的客户跟进系统，以实现以下步骤：
    设置不同待沟通任务对应的权重，根据待沟通任务的预约沟通时间点与系统时间的预设不同前后时间差为该待沟通任务设置对应的不同预约时间优先级数值，并利用待沟通任务对应的权重及对应的不同预约时间优先级数值计算得到该待沟通任务的预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值；
    为每一待沟通任务在预设的数据库中新建一数据记录，在该数据 记录中记录待沟通任务的预约沟通时间点、预约时间前优先级数值、预约时间中优先级数值及预约时间后优先级数值。
  20. 如权利要求19所述的计算机可读存储介质，其特征在于，所述预设的数据库为关系型数据库、非关系型数据库或缓存数据库。
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