WO2019201198A1 - 一种基于即时通讯的关系沉淀方法、设备以及系统 - Google Patents

一种基于即时通讯的关系沉淀方法、设备以及系统 Download PDF

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Publication number
WO2019201198A1
WO2019201198A1 PCT/CN2019/082648 CN2019082648W WO2019201198A1 WO 2019201198 A1 WO2019201198 A1 WO 2019201198A1 CN 2019082648 W CN2019082648 W CN 2019082648W WO 2019201198 A1 WO2019201198 A1 WO 2019201198A1
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WIPO (PCT)
Prior art keywords
list
customer service
instant messaging
client
customer
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Ceased
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PCT/CN2019/082648
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English (en)
French (fr)
Inventor
叶炬峰
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Alibaba Group Holding Ltd
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Alibaba Group Holding Ltd
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    • 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
    • G06Q30/00—Commerce
    • 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
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • 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
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • 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
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/52—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail for supporting social networking services

Definitions

  • the present application belongs to the field of data processing technologies, and in particular, to a relationship precipitation method based on instant messaging, an instant messaging client, an instant messaging client, an instant messaging system, a computing device, and a computer readable storage medium.
  • the customer on the client side of the instant messaging, the customer generally only sees the store through which the ditch passes, but does not see the specific communication client or salesperson. For example, the customer pre-consults specific information about a product, and the conversation communication initiated at different times may face different customer or sales personnel in the same merchant platform. In this way, when the session is interrupted, the customer needs to re-describe the specific question for the product when communicating next time, which greatly reduces the customer experience.
  • instant messaging is on the merchant side, and the merchant can only see the customer associated with the store.
  • the session communication that occurs in the last purchase behavior of the customer is specifically related to which customer or salesperson of the merchant. It is determined that when the merchant has the receipt information or the address information needs the customer to confirm, it can only be sent to the customer through one of the customer personnel or the sales personnel, which greatly reduces the experience of the merchant.
  • the present application provides a relationship precipitation method based on instant messaging, an instant messaging client, an instant messaging client, an instant messaging system, a computing device, and a computer readable storage medium, and the instant messaging client sends the client to the client.
  • the information, the instant messaging client establishes a correspondence with the customer service according to the personal information, and then displays the customer service in the list of the instant messaging client, and the display information of the customer service in the list includes the store information corresponding to the merchant. Displaying the customer in the list of the instant messaging client, the display information of the customer in the list includes the consumption information corresponding to the customer, thus realizing the relationship between the customer and the at least one customer service of the merchant, which is greatly convenient.
  • Instant messaging between the customer and the customer service improves the customer and customer service experience.
  • a method for relationship precipitation based on instant messaging is proposed, which is applied to a client, including:
  • Receiving personal information sent by a customer service the customer service being at least one customer service of a merchant;
  • the customer service is displayed in a list of the instant messaging client, and the display information of the customer service in the list includes store information corresponding to the merchant.
  • a relationship precipitation method based on instant messaging is proposed, which is applied to a client terminal, and includes:
  • an instant messaging client including:
  • the personal information receiving module is configured to receive personal information sent by a customer service, where the customer service is at least one customer service of a merchant;
  • a correspondence establishing module configured to establish a correspondence relationship with the customer service according to the personal information
  • the customer service list display module is configured to display the customer service in a list of the instant messaging client, and the display information of the customer service in the list includes store information corresponding to the merchant.
  • an instant messaging client including:
  • a personal information sending module for transmitting personal information to a customer
  • a correspondence receiving module configured to receive a correspondence established by the client, where the correspondence is established according to the personal information
  • the customer list display module is configured to display the customer in a list of the instant messaging client, and the display information of the client in the list includes the consumption information corresponding to the client.
  • an instant messaging system including an instant messaging client and an instant messaging client.
  • the instant messaging client includes: a personal information receiving module, configured to receive personal information sent by a customer service, the customer service is at least one customer service of a merchant; a correspondence relationship establishing module, configured to establish and describe the personal information according to the personal information a corresponding relationship of the customer service; the customer service list display module is configured to display the customer service in the list of the instant messaging client, and the display information of the customer service in the list includes the store information corresponding to the merchant;
  • the instant messaging client includes: a personal information sending module, configured to send personal information to a client; a corresponding relationship receiving module, configured to receive a correspondence established by the client, where the corresponding relationship is established according to the personal information a customer list display module, configured to display the customer in a list of the instant messaging client, wherein the display information of the client in the list includes consumption information corresponding to the client.
  • a computing device comprising: a processor adapted to implement instructions and a storage device, the storage device storing a plurality of instructions, the instructions being adapted to be processed Load and execute:
  • the customer service is at least one customer service of a merchant; establishing a correspondence relationship with the customer service according to the personal information; displaying the customer service in a list of the instant messaging client, The display information of the customer service in the list includes shop information corresponding to the merchant.
  • a computer readable storage medium storing a computer program for executing:
  • the customer service is at least one customer service of a merchant; establishing a correspondence relationship with the customer service according to the personal information; displaying the customer service in a list of the instant messaging client, The display information of the customer service in the list includes shop information corresponding to the merchant.
  • a computing device comprising: a processor adapted to implement instructions and a storage device, the storage device storing a plurality of instructions adapted to be processed by a processor Load and execute:
  • a computer readable storage medium storing a computer program for executing:
  • the application sends personal information to the client through the instant messaging client, the instant messaging client establishes a correspondence with the customer service according to the personal information, and then displays the customer service in the list of the instant messaging client,
  • the display information of the customer service in the list includes the store information corresponding to the merchant, and the customer is displayed in the list of the instant messaging client, and the display information of the customer in the list includes the consumption information corresponding to the customer,
  • the relationship between the customer and the merchant's at least one customer service is realized, which greatly facilitates instant communication between the subsequent customer and the customer service, and improves the customer and customer service experience.
  • FIG. 1 shows a schematic diagram of an instant messaging system of the present application
  • FIG. 2 is a schematic structural diagram of an instant messaging client of the present application
  • FIG. 3 is a schematic structural diagram of an instant messaging client terminal of the present application.
  • FIG. 4 is a schematic diagram showing interaction between an instant messaging client and an instant messaging client in an instant messaging system of the present application
  • FIG. 5 is a schematic diagram of a flow of a method for depositing a relationship based on instant messaging applied to a client;
  • FIG. 6 is a schematic flow chart of applying a relationship precipitation method based on instant messaging to a client terminal
  • FIG. 7 is a schematic diagram showing personal information sent by an instant messaging client in a specific embodiment of the present application as a business card link;
  • FIG. 8 is a schematic diagram showing the personal information sent by the instant messaging client in the specific embodiment of the present application as a two-dimensional code of the business card;
  • FIG. 9 is a schematic diagram of a page of Embodiment 1 of an instant messaging client according to the present application.
  • FIG. 10 is a schematic diagram showing a page of Embodiment 2 of an instant messaging client according to the present application.
  • FIG. 11 is a schematic diagram of a page of Embodiment 3 of an instant messaging client according to the present application.
  • FIG. 12 is a schematic diagram of a page of Embodiment 4 of an instant messaging client according to the present application.
  • FIG. 13 is a schematic diagram showing a page of Embodiment 1 of an instant messaging client of the present application.
  • FIG. 14 is a schematic diagram of a page of Embodiment 2 of an instant messaging client of the present application.
  • FIG. 15 is a schematic diagram of a page of Embodiment 3 of an instant messaging client of the present application.
  • the present application provides method operational steps or apparatus structures as shown in the following embodiments or figures, more or fewer operational steps or modular units may be included in the method or apparatus based on conventional or no inventive labor. .
  • the execution order of the steps or the module structure of the device is not limited to the execution order or the module structure shown in the embodiment of the present application or the drawings.
  • the method or module structure may be sequentially executed or executed in parallel according to the method or the module structure shown in the embodiment or the drawing.
  • FIG. 1 is a schematic diagram of an instant messaging system of the present application
  • FIG. 4 is a schematic diagram showing interaction between an instant messaging client and an instant messaging client in an instant messaging system of the present application.
  • the instant messaging system includes an instant messaging client 100 and an instant messaging client 200.
  • the client can communicate with the customer service platform through the instant messaging client 100 and the instant messaging client 200.
  • S1 The customer service of the merchant platform inputs personal information in the instant messaging client during the communication process with the customer.
  • the customer service is at least one of a plurality of customer service of the merchant. In one embodiment of the present application, at least one customer of the same merchant inputs personal information in the instant messaging client.
  • S2 The instant messaging client sends the personal information input by the customer service to the instant messaging client.
  • the personal information sent by the instant messaging client is, for example, a business card link, as shown in FIG. 7.
  • the personal information sent by the instant messaging client is, for example, a business card two-dimensional code, as shown in FIG.
  • the personal information sent by the instant messaging client may also be in other forms, which is not limited herein.
  • the instant messaging client receives the personal information sent by the instant messaging client and displays it.
  • S4 The customer inputs a click command or a scan command.
  • the client when the personal information is a business card link, the client inputs a click command.
  • the client when the personal information is a business card two-dimensional code, the client inputs a scan instruction.
  • S5 The instant messaging client establishes a correspondence with the customer service according to the instruction input by the client.
  • the instant messaging client loads the business card link according to the click instruction input by the customer, and establishes a correspondence relationship between the customer and the customer service.
  • the instant messaging client scans the business card two-dimensional code according to the scan instruction input by the customer, and establishes a correspondence relationship between the customer and the customer service.
  • S6 Add a customer service list in the list of the instant messaging client, and display at least one customer service in the customer service list.
  • the display information of the customer service in the list includes store information corresponding to the merchant, and the store information includes a store name.
  • the display information of the customer service in the list in the page schematic of the instant messaging client includes the store information.
  • the display information of the customer service in the list includes store information corresponding to the merchant and work information of the customer service.
  • the job information of the customer service at the merchant is used to display the type of work of the customer service, such as pre-sales, after-sales, and the like.
  • the display information of the customer service in the list in the page diagram of the instant messaging client includes the store information and the work information.
  • the display information of the customer service in the list includes store information corresponding to the merchant and personal information of the customer service.
  • the personal information of the customer service includes the nickname of the customer service.
  • the display information of the customer service in the list in the page diagram of the instant messaging client includes the store information and the personal information.
  • the display information of the customer service in the list includes shop information corresponding to the merchant, personal information of the customer service, and work information.
  • the customer service list may be located on the left side list of the instant messaging client, and may of course be located elsewhere. In the specific embodiment shown in FIG. 11, the customer service list in the page schematic of the instant messaging client is located on the left side list of the instant messaging client.
  • the displaying the customer service in the list of the instant messaging client includes adding a customer service list to the list of the instant messaging client, adding a store list to the customer service list, At least one customer service is presented in the list of stores.
  • the customer service list can be located on the left side of the instant messaging client, or it can be located elsewhere. In the specific embodiment shown in FIG. 12, the customer service list and the shop list in the page diagram of the instant messaging client are located on the left side list of the instant messaging client. In this way, when the customer subsequently opens the instant messaging client, the customer service list will be displayed in the list on the left side, and the customer service of different work information of different stores can be directly contacted to obtain a better service experience.
  • the customer may also choose to cancel the attention to at least one customer service.
  • S7 The instant messaging client sends the correspondence established by the customer with the customer service.
  • the display information of the customer in the list includes consumption information corresponding to the customer, and the consumption information includes one or a combination of the following information: consulting class, consumption level, and return type.
  • the consulting class indicates that the customer has only consulted at the merchant and has not generated any shopping behavior.
  • the consumption level indicates a level corresponding to the consumption quota of the customer who generates the shopping behavior at the merchant.
  • the customer's consumption level whose pre-set consumption amount reaches the first threshold is the bronze customer, and the consumption amount reaches the second.
  • the customer's consumption level of the threshold is the silver customer, and the consumption level of the customer whose consumption amount reaches the third threshold is the gold customer.
  • the return category indicates that the customer has returned the item after the merchant has purchased it.
  • the display information of the customer in the list in the page schematic of the instant messaging client includes the consumption information.
  • the display information of the customer in the list includes consumption information corresponding to the customer and personal information of the customer.
  • the customer's personal information includes the customer's nickname.
  • the display information of the customer in the list in the page diagram of the instant messaging client includes the consumption information and the personal information.
  • the customer list may be located on the left side of the instant messaging client, and may of course be located elsewhere.
  • the customer service when it subsequently opens the instant messaging client, it will insert a list of my clients in the list on the left to operate the management client, such as regularly sending event information, holiday condolences, etc., as shown in Figure 13 and Figure 14.
  • the displaying the customer in the list of the instant messaging client includes adding a customer list in the list of the instant messaging client, and adding a list of consumption information in the client list, according to the The customer's consumption information presents the customer in the consumption information list.
  • the customer list can be located on the left side of the instant messaging client, or it can be located elsewhere. In the specific embodiment shown in FIG. 15, the client list and the consumption information list in the page diagram of the instant messaging client are located on the left side list of the instant messaging client.
  • the present application provides an instant messaging system, in which an instant messaging client sends personal information to a client, the instant messaging client establishes a correspondence with the customer service according to the personal information, and then displays the customer service in a list of instant messaging clients.
  • the display information of the customer service in the list includes the store information corresponding to the merchant, and the customer is displayed in the list of the instant messaging client, and the display information of the customer in the list includes the corresponding
  • the consumption information thus realizes the relationship between the customer and the at least one customer service of the merchant, which greatly facilitates the instant communication between the subsequent customer and the customer service, and improves the use experience of the customer and the customer service.
  • FIG. 2 is a schematic structural diagram of an instant messaging client according to the present application.
  • the instant messaging client 100 includes:
  • the personal information receiving module 101 is configured to receive personal information sent by a customer service, where the customer service is at least one customer service of a merchant.
  • the personal information sent by the instant messaging client is, for example, a business card link, as shown in FIG. 7.
  • the personal information sent by the instant messaging client is, for example, a business card two-dimensional code, as shown in FIG.
  • the correspondence establishing module 102 is configured to establish a correspondence relationship with the customer service according to the personal information.
  • the instant messaging client loads the business card link according to the click instruction input by the customer, and establishes a correspondence relationship between the customer and the customer service.
  • the instant messaging client scans the business card two-dimensional code according to the scan instruction input by the customer, and establishes a correspondence relationship between the customer and the customer service.
  • the customer service list display module 103 is configured to display the customer service in the list of the instant messaging client, the display information of the customer service in the list includes store information corresponding to the merchant, and the store information includes a store name .
  • the display information of the customer service in the list in the page schematic of the instant messaging client includes the store information.
  • the display information of the customer service in the list includes store information corresponding to the merchant and work information of the customer service.
  • the job information of the customer service at the merchant is used to display the type of work of the customer service, such as pre-sales, after-sales, and the like.
  • the display information of the customer service in the list in the page diagram of the instant messaging client includes the store information and the work information.
  • the display information of the customer service in the list includes store information corresponding to the merchant and personal information of the customer service.
  • the personal information of the customer service includes the nickname of the customer service.
  • the display information of the customer service in the list in the page diagram of the instant messaging client includes the store information and the personal information.
  • the display information of the customer service in the list includes shop information corresponding to the merchant, personal information of the customer service, and work information.
  • the customer service list may be located on the left side list of the instant messaging client, and may of course be located elsewhere. In the specific embodiment shown in FIG. 11, the customer service list in the page schematic of the instant messaging client is located on the left side list of the instant messaging client.
  • the displaying the customer service in the list of the instant messaging client includes adding a customer service list to the list of the instant messaging client, adding a store list to the customer service list, At least one customer service is presented in the list of stores.
  • the customer service list can be located on the left side of the instant messaging client, or it can be located elsewhere. In the specific embodiment shown in FIG. 12, the customer service list and the shop list in the page schematic of the instant messaging client are located on the left side list of the instant messaging client. In this way, when the customer subsequently opens the instant messaging client, the customer service list will be displayed in the list on the left side, and the customer service of different work information of different stores can be directly contacted to obtain a better service experience.
  • the customer may also choose to cancel the attention to at least one customer service.
  • FIG. 3 is a schematic structural diagram of an instant messaging client of the present application.
  • the instant messaging client 200 includes:
  • the personal information sending module 201 is configured to send personal information to a client
  • the personal information is, for example, a business card link, as shown in FIG.
  • the personal information is, for example, a business card two-dimensional code, as shown in FIG.
  • the correspondence receiving module 202 is configured to receive a correspondence established by the client, where the correspondence is established according to the personal information;
  • the customer list display module 203 is configured to display the customer in the list of the instant messaging client, and the display information of the client in the list includes the consumption information corresponding to the client.
  • the consumption information includes one or a combination of the following information: consulting class, consumption level, and return class.
  • the consulting class indicates that the customer has only consulted at the merchant and has not generated any shopping behavior.
  • the consumption level indicates a level corresponding to the consumption quota of the customer who generates the shopping behavior at the merchant. For example, in a specific embodiment, the customer's consumption level whose pre-set consumption amount reaches the first threshold is the bronze customer, and the consumption amount reaches the second.
  • the customer's consumption level of the threshold is the silver customer, and the consumption level of the customer whose consumption amount reaches the third threshold is the gold customer.
  • the return category indicates that the customer has returned the item after the merchant has purchased it.
  • the display information of the customer in the list in the page schematic of the instant messaging client includes the consumption information.
  • the display information of the customer in the list includes consumption information corresponding to the customer and personal information of the customer.
  • the customer's personal information includes the customer's nickname.
  • the display information of the customer in the list in the page diagram of the instant messaging client includes the consumption information and the personal information.
  • the customer list may be located on the left side of the instant messaging client, and may of course be located elsewhere.
  • the customer service when it subsequently opens the instant messaging client, it will insert a list of my clients in the list on the left to operate the management client, such as regularly sending event information, holiday condolences, etc., as shown in Figure 13 and Figure 14.
  • the displaying the customer in the list of the instant messaging client includes adding a customer list in the list of the instant messaging client, and adding a list of consumption information in the client list, according to the The customer's consumption information presents the customer in the consumption information list.
  • the customer list can be located on the left side of the instant messaging client, or it can be located elsewhere. In the specific embodiment shown in FIG. 15, the client list and the consumption information list in the page diagram of the instant messaging client are located on the left side list of the instant messaging client.
  • all the customers of the customer list can also be transferred to other customer service of the change merchant, which facilitates the management of the merchant.
  • the instant messaging client, the instant messaging client, and the instant messaging system provided by the application send the personal information to the client by the instant messaging client, and the instant messaging client establishes a correspondence with the customer service according to the personal information, and then
  • the customer service display is displayed in the list of the instant messaging client, and the customer is displayed in the list of the instant messaging client, thus realizing the relationship between the customer and the at least one customer service of the merchant, thereby improving the customer and customer service experience.
  • the present application also provides a computing device comprising: a processor adapted to implement instructions and a storage device, the storage device storing a plurality of instructions adapted to be loaded and executed by the processor:
  • the customer service is at least one customer service of a merchant; establishing a correspondence relationship with the customer service according to the personal information; displaying the customer service in a list of the instant messaging client, The display information of the customer service in the list includes shop information corresponding to the merchant.
  • the present application also proposes a computer readable storage medium storing a computer program for performing:
  • the customer service is at least one customer service of a merchant; establishing a correspondence relationship with the customer service according to the personal information; displaying the customer service in a list of the instant messaging client, The display information of the customer service in the list includes shop information corresponding to the merchant.
  • the present application also proposes a computing device comprising: a processor adapted to implement instructions and a storage device, the storage device storing a plurality of instructions adapted to be loaded and executed by the processor:
  • the present application also proposes a computer readable storage medium storing a computer program for performing:
  • FIG. 5 is a schematic diagram of a flow of an instant messaging based relationship precipitation method applied to a client according to the present application. Referring to FIG. 5, the method includes:
  • S101 Receive personal information sent by a customer service, where the customer service is at least one customer service of a merchant;
  • the personal information sent by the instant messaging client is, for example, a business card link, as shown in FIG. 8.
  • the personal information sent by the instant messaging client is, for example, a business card two-dimensional code, as shown in FIG.
  • S102 Establish a correspondence relationship with the customer service according to the personal information.
  • the instant messaging client loads the business card link according to the click instruction input by the customer, and establishes a correspondence relationship between the customer and the customer service.
  • the instant messaging client scans the business card two-dimensional code according to the scan instruction input by the customer, and establishes a correspondence relationship between the customer and the customer service.
  • S103 Display the customer service in a list of the instant messaging client, where the display information of the customer service in the list includes store information corresponding to the merchant, and the store information includes a store name.
  • the display information of the customer service in the list in the page schematic of the instant messaging client includes the store information.
  • the display information of the customer service in the list includes store information corresponding to the merchant and work information of the customer service.
  • the job information of the customer service at the merchant is used to display the type of work of the customer service, such as pre-sales, after-sales, and the like.
  • the display information of the customer service in the list in the page diagram of the instant messaging client includes the store information and the work information.
  • the display information of the customer service in the list includes shop information corresponding to the merchant and personal information of the customer service.
  • the personal information of the customer service includes the nickname of the customer service.
  • the display information of the customer service in the list in the page diagram of the instant messaging client includes the store information and the personal information.
  • the display information of the customer service in the list includes shop information corresponding to the merchant, personal information of the customer service, and work information.
  • the customer service list may be located on the left side list of the instant messaging client, and may of course be located elsewhere. In the specific embodiment shown in FIG. 11, the customer service list in the page schematic of the instant messaging client is located on the left side list of the instant messaging client.
  • the displaying the customer service in the list of the instant messaging client includes adding a customer service list to the list of the instant messaging client, adding a store list to the customer service list, At least one customer service is presented in the list of stores.
  • the customer service list can be located on the left side of the instant messaging client, or it can be located elsewhere. In the specific embodiment shown in FIG. 12, the customer service list and the shop list in the page schematic of the instant messaging client are located on the left side list of the instant messaging client. In this way, when the customer subsequently opens the instant messaging client, the customer service list will be displayed in the list on the left side, and the customer service of different work information of different stores can be directly contacted to obtain a better service experience.
  • the customer may also choose to cancel the attention to at least one customer service.
  • FIG. 6 is a schematic flowchart of applying the instant messaging based relationship precipitation method to the client terminal according to the present application. Referring to FIG. 6, the method includes:
  • the personal information is, for example, a business card link, as shown in FIG.
  • the personal information is, for example, a business card two-dimensional code, as shown in FIG.
  • S202 Receive a correspondence established by the client, where the correspondence is established according to the personal information;
  • S203 Display the customer in a list of the instant messaging client, and the display information of the client in the list includes the consumption information corresponding to the client.
  • the consumption information includes one or a combination of the following information: consulting class, consumption level, and return class.
  • the consulting class indicates that the customer has only consulted at the merchant and has not generated any shopping behavior.
  • the consumption level indicates a level corresponding to the consumption quota of the customer who generates the shopping behavior at the merchant. For example, in a specific embodiment, the customer's consumption level whose pre-set consumption amount reaches the first threshold is the bronze customer, and the consumption amount reaches the second.
  • the customer's consumption level of the threshold is the silver customer, and the consumption level of the customer whose consumption amount reaches the third threshold is the gold customer.
  • the return category indicates that the customer has returned the item after the merchant has purchased it.
  • the display information of the client in the list in the page diagram of the instant messaging client includes the consumption information.
  • the display information of the customer in the list includes consumption information corresponding to the customer and personal information of the customer.
  • the customer's personal information includes the customer's nickname.
  • the display information of the customer in the list in the page diagram of the instant messaging client includes the consumption information and the personal information.
  • the customer list may be located on the left side of the instant messaging client, and may of course be located elsewhere.
  • the customer service when it subsequently opens the instant messaging client, it will insert a list of my clients in the list on the left to operate the management client, such as regularly sending event information, holiday condolences, etc., as shown in Figure 13 and Figure 14.
  • the displaying the customer in the list of the instant messaging client includes adding a customer list in the list of the instant messaging client, and adding a list of consumption information in the client list, according to the The customer's consumption information presents the customer in the consumption information list.
  • the customer list can be located on the left side of the instant messaging client, or it can be located elsewhere. In the specific embodiment shown in FIG. 15, the client list and the consumption information list in the page diagram of the instant messaging client are located on the left side list of the instant messaging client.
  • all the customers of the customer list can also be transferred to other customer service of the change merchant, which facilitates the management of the merchant.
  • the present application provides a relationship precipitation method based on instant messaging, where the instant messaging client sends personal information to the client, and the instant messaging client establishes a correspondence with the customer service according to the personal information, and then displays the customer service in an instant.
  • the display information of the customer service in the list includes the store information corresponding to the merchant, and the customer is displayed in the list of the instant messaging client, and the display information of the client in the list includes the The customer's corresponding consumption information thus realizes the relationship between the customer and the merchant's at least one customer service, which greatly facilitates the instant communication between the subsequent customer and the customer service, and improves the customer and customer service experience.
  • the unit, the device or the module and the like set forth in the above embodiments may be implemented by a computer chip or an entity, or by a product having a certain function.
  • the above devices are described as being separately divided into various modules by function.
  • the functions of each module may be implemented in the same software or software, or the modules that implement the same function may be implemented by a plurality of sub-modules or a combination of sub-units.
  • the device embodiments described above are merely illustrative.
  • the division of the unit is only a logical function division. In actual implementation, there may be another division manner, for example, multiple units or components may be combined or integrated. Go to another system, or some features can be ignored or not executed.
  • the mutual coupling or direct coupling or communication connection shown or discussed may be an indirect coupling or communication connection through some interface, device or unit, and may be in an electrical, mechanical or other form.
  • the controller can be logically programmed by means of logic gates, switches, ASICs, programmable logic controllers, and embedding.
  • the application can be described in the general context of computer-executable instructions executed by a computer, such as a program module.
  • program modules include routines, programs, objects, components, data structures, classes, and the like that perform particular tasks or implement particular abstract data types.
  • the present application can also be practiced in distributed computing environments where tasks are performed by remote processing devices that are connected through a communication network.
  • program modules can be located in both local and remote computer storage media including storage devices.
  • the present application can be implemented by means of software plus a necessary general hardware platform. Based on such understanding, the technical solution of the present application may be embodied in the form of a software product in essence or in the form of a software product, which may be stored in a storage medium such as a ROM/RAM or a disk. , an optical disk, etc., includes instructions for causing a computer device (which may be a personal computer, mobile terminal, server, or network device, etc.) to perform the methods described in various embodiments of the present application or portions of the embodiments.
  • a computer device which may be a personal computer, mobile terminal, server, or network device, etc.

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Abstract

一种基于即时通讯的关系沉淀方法、设备以及系统，涉及数据处理技术领域。所述基于即时通讯的关系沉淀方法应用于客户端，包括：通过即时通讯接收一客服发送的个人信息，所述客服为一商家的至少一个客服；根据所述个人信息建立与所述客服的对应关系；将所述客服展现在所述即时通讯的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息。通过所述方法，实现了客户与商家的至少一个客服的关系沉淀，提高了客户以及客服的使用体验。

Description

一种基于即时通讯的关系沉淀方法、设备以及系统
本申请要求2018年04月17日递交的申请号为201810343018.X、发明名称为“一种基于即时通讯的关系沉淀方法、设备以及系统”的中国专利申请的优先权，其全部内容通过引用结合在本申请中。
技术领域
本申请属于数据处理技术领域，尤其涉及一种基于即时通讯的关系沉淀方法、即时通讯客户端、即时通讯客服端、即时通讯系统、计算设备以及计算机可读存储介质。
背景技术
随着物流行业和地理信息技术的飞速发展，越来越多的商家平台进入了人们的视野，网购成为人们日常生活不可或缺的一部分。客户在商家平台进行购物时，一般均通过即时通讯的方式与商家平台的供货商或客服或销售人员进行沟通。
现有技术中，即时通讯在客户端侧，客户一般只能看到沟通过的店铺，而看不到具体沟通的客户人员或销售人员。诸如，客户预咨询一商品的具体信息，不同时间发起的会话沟通可能面对的是同一商家平台里不同的客户人员或销售人员。如此，当会话中断时，客户下次沟通时又需要重新描述针对该商品的具体疑问，极大降低了客户体验。
此外，即时通讯在商家侧，商家也仅能看到与店铺相关联的客户，该客户的上次购物行为中发生的会话沟通具体是与该商家的哪位客户人员或销售人员进行的并无从确定，如此当商家有收货信息或地址信息需要客户确认时，仅能随意通过其中的一客户人员或销售人员向客户发送，极大降低了商家的体验。
因此，如何提供一种新的方案，其能够解决上述技术问题是本领域亟待解决的技术难题。
发明内容
有鉴于此，本申请提供了一种基于即时通讯的关系沉淀方法、即时通讯客户端、即时通讯客服端、即时通讯系统、计算设备以及计算机可读存储介质，由即时通讯客服端向客户发送个人信息，即时通讯客户端根据该个人信息建立与所述客服的对应关系，随后将客服展示在即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息，将客户展示在即时通讯客服端的列表内，所述客户在所述列表内 的显示信息包括所述客户对应的消费信息，如此实现了客户与商家的至少一个客服的关系沉淀，极大方便了后续客户与客服之间进行即时通讯，提高了客户以及客服的使用体验。
为实现上述目的，本申请提供技术方案如下：
根据本申请的第一方面，提出了一种基于即时通讯的关系沉淀方法，应用于一客户端，包括：
接收一客服发送的个人信息，所述客服为一商家的至少一个客服；
根据所述个人信息建立与所述客服的对应关系；
将所述客服展现在所述即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息。
根据本申请的第二方面，提出了一种基于即时通讯的关系沉淀方法，应用于客服端，包括：
通过即时通讯向一客户发送个人信息；
接收所述客户建立的对应关系，所述对应关系是根据所述个人信息建立的；
将所述客户展现在所述即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息。
根据本申请的第三方面，提出了一种即时通讯客户端，包括：
个人信息接收模块，用于接收一客服发送的个人信息，所述客服为一商家的至少一个客服；
对应关系建立模块，用于根据所述个人信息建立与所述客服的对应关系；
客服列表展示模块，用于将所述客服展现在所述即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息。
根据本申请的第四方面，提出了一种即时通讯客服端，包括：
个人信息发送模块，用于向一客户发送个人信息；
对应关系接收模块，用于接收所述客户建立的对应关系，所述对应关系是根据所述个人信息建立的；
客户列表展示模块，用于将所述客户展现在所述即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息。
根据本申请的第五方面，提出了一种即时通讯系统，包括即时通讯客服端以及即时通讯客户端，
所述即时通讯客户端包括：个人信息接收模块，用于接收一客服发送的个人信息，所述客服为一商家的至少一个客服；对应关系建立模块，用于根据所述个人信息建立与所述客服的对应关系；客服列表展示模块，用于将所述客服展现在所述即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息；
所述即时通讯客服端包括：个人信息发送模块，用于向一客户发送个人信息；对应关系接收模块，用于接收所述客户建立的对应关系，所述对应关系是根据所述个人信息建立的；客户列表展示模块，用于将所述客户展现在所述即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息。
根据本申请的第六方面，提出了一种计算设备，所述计算设备包括：适于实现各指令的处理器以及存储设备，所述存储设备存储有多条指令，所述指令适于由处理器加载并执行：
接收一客服发送的个人信息，所述客服为一商家的至少一个客服；根据所述个人信息建立与所述客服的对应关系；将所述客服展现在所述即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息。
根据本申请的第七方面，提出了一计算机可读存储介质，所述计算机可读存储介质存储有计算机程序，所述计算机程序用于执行：
接收一客服发送的个人信息，所述客服为一商家的至少一个客服；根据所述个人信息建立与所述客服的对应关系；将所述客服展现在所述即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息。
根据本申请的第八方面，提出了一计算设备，所述计算设备包括：适于实现各指令的处理器以及存储设备，所述存储设备存储有多条指令，所述指令适于由处理器加载并执行：
向一客户发送个人信息；接收所述客户建立的对应关系，所述对应关系是根据所述个人信息建立的；将所述客户展现在所述即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息。
根据本申请的第九方面，提出了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计算机程序，所述计算机程序用于执行：
向一客户发送个人信息；接收所述客户建立的对应关系，所述对应关系是根据所述个人信息建立的；将所述客户展现在所述即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息。
由以上技术方案可见，本申请通过即时通讯客服端向客户发送个人信息，即时通讯客户端根据该个人信息建立与所述客服的对应关系，随后将客服展示在即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息，将客户展示在即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息，如此实现了客户与商家的至少一个客服的关系沉淀，极大方便了后续客户与客服之间进行即时通讯，提高了客户以及客服的使用体验。
为让本申请的上述和其他目的、特征和优点能更明显易懂，下文特举较佳实施例，并配合所附图式，作详细说明如下。
附图说明
为了更清楚地说明本申请实施例或现有技术中的技术方案，下面将对实施例或现有技术描述中所需要使用的附图作简单地介绍，显而易见地，下面描述中的附图仅仅是本申请中记载的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动性的前提下，还可以根据这些附图获得其他的附图。
图1示出了本申请一种即时通讯系统的示意图；
图2示出了本申请一种即时通讯客户端的结构示意图；
图3示出了本申请一种即时通讯客服端的结构示意图；
图4示出了本申请一种即时通讯系统中即时通讯客户端与即时通讯客服端之间的交互示意图；
图5示出了本申请一种基于即时通讯的关系沉淀方法应用于客户端的流程示意图；
图6示出了本申请一种基于即时通讯的关系沉淀方法应用于客服端的流程示意图；
图7示出了本申请一具体实施例中即时通讯客服端发送的个人信息为名片链接的示意图；
图8示出了本申请一具体实施例中即时通讯客服端发送的个人信息为名片二维码的示意图；
图9示出了本申请一种即时通讯客户端的实施方式一的页面示意图；
图10示出了本申请一种即时通讯客户端的实施方式二的页面示意图；
图11示出了本申请一种即时通讯客户端的实施方式三的页面示意图；
图12示出了本申请一种即时通讯客户端的实施方式四的页面示意图；
图13示出了本申请一种即时通讯客服端的的实施方式一的页面示意图；
图14示出了本申请一种即时通讯客服端的的实施方式二的页面示意图；
图15示出了本申请一种即时通讯客服端的的实施方式三的页面示意图。
具体实施方式
下面将结合本申请实施例中的附图，对本申请实施例中的技术方案进行清楚、完整地描述，显然，所描述的实施例仅仅是本申请一部分实施例，而不是全部的实施例。基于本申请中的实施例，本领域普通技术人员在没有做出创造性劳动前提下所获得的所有其他实施例，都属于本申请保护的范围。
下面参考本申请的若干代表性实施方式，详细阐释本申请的原理和精神。
虽然本申请提供了如下述实施例或附图所示的方法操作步骤或装置结构，但基于常规或者无需创造性的劳动在所述方法或装置中可以包括更多或者更少的操作步骤或模块单元。在逻辑性上不存在必要因果关系的步骤或结构中，这些步骤的执行顺序或装置的模块结构不限于本申请实施例或附图所示的执行顺序或模块结构。所述的方法或模块结构的在实际中的装置或终端产品应用时，可以按照实施例或者附图所示的方法或模块结构进行顺序执行或者并行执行。
图1示出了本申请一即时通讯系统的示意图，图4示出了本申请一种即时通讯系统中即时通讯客户端与即时通讯客服端之间的交互示意图，请参阅图1、图4，该即时通讯系统包括即时通讯客服端100以及即时通讯客户端200，客户可通过即时通讯客服端100、即时通讯客户端200与商家平台的客服进行实时沟通。在本申请中：
S1：商家平台的客服在与客户的沟通过程中，在即时通讯客服端中输入个人信息。
在本申请的一种实施方式中，客服为该商家的多个客服中的至少一个。在本申请的一种实施方式中，同一商家的至少一个客户在即时通讯客服端中输入个人信息。
S2：即时通讯客服端将客服输入的个人信息发送至即时通讯客户端。
在本申请的一种实施方式中，即时通讯客服端发送的个人信息诸如为名片链接，如图7所示。
在本申请的另一种实施方式中，即时通讯客服端发送的个人信息诸如为名片二维码，如图8所示。
在本申请的其他实施方式中，即时通讯客服端发送的个人信息诸还可为其他形式，此处不对此做出限制。
S3：即时通讯客户端接收即时通讯客服端发送的个人信息，并进行显示。
S4：客户输入点击指令或扫描指令。
在本申请的一种实施方式中，当个人信息为名片链接时，客户输入点击指令。
在本申请的另一种实施方式中，当个人信息为名片二维码时，客户输入扫描指令。
S5：即时通讯客户端根据客户输入的指令建立与客服的对应关系。
在本申请的一种实施方式中，当个人信息为名片链接时，即时通讯客户端根据客户输入的点击指令加载名片链接，以客户建立与客服的对应关系。
在本申请的另一种实施方式中，当个人信息为名片二维码时，即时通讯客户端根据客户输入的扫描指令扫描名片二维码，以客户建立与客服的对应关系。
S6：在即时通讯客户端的列表中增加客服列表，将至少一个客服展现在所述客服列表中。
在本申请的一种实施方式中，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息，所述店铺信息包括店铺名称。在图9所示的具体实施例中，即时通讯客户端的页面示意图中客服在列表内的显示信息包括店铺信息。
在本申请的一种实施方式中，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息和所述客服的工作信息。客服在该商家的工作信息用于显示客服的工作类型，诸如售前、售后等。在图10所示的具体实施例中，即时通讯客户端的页面示意图中客服在列表内的显示信息包括店铺信息以及工作信息。
在本申请的一种实施方式中，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息和所述客服的个人信息。客服的个人信息包括客服的昵称等。在图11所示的具体实施例中，即时通讯客户端的页面示意图中客服在列表内的显示信息包括店铺信息以及个人信息。
在本申请的一种实施方式中，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息、所述客服的个人信息以及工作信息。
在本申请的一种实施方式中，客服列表可位于即时通讯客户端的左侧列表，当然也可以位于其他地方。在图11所示的具体实施例中，即时通讯客户端的页面示意图中客服列表位于即时通讯客户端的左侧列表。
在本申请的一种实施方式中，将所述客服展现在所述即时通讯客户端的列表内包括在所述即时通讯客户端的列表中增加客服列表，在所述客服列表中增加店铺列表，将所述至少一个客服展现在所述店铺列表中。客服列表可位于即时通讯客户端的左侧列表，当然也可以位于其他地方。在图12所示的具体实施例中，即时通讯客户端的页面示意图 中客服列表、店铺列表位于即时通讯客户端的左侧列表。如此，当客户后续打开即时通讯客户端后，会在左侧列表显示我的客服列表，可以直接与不同店铺的不同工作信息的客服进行快速联系,获得更好的服务体验。在本申请的一种实施方式中，客户后续也可以选择取消关注至少一个客服。
S7：即时通讯客户端发送客户建立的与客服的对应关系。
S8：在即时通讯客服端的列表中增加客户列表，将客户展现在所述客户列表中。
在本申请的一种实施方式中，所述客户在所述列表内的显示信息包括所述客户对应的消费信息，所述消费信息包括以下信息之一或组合：咨询类、消费等级、退货类。咨询类表示该客户仅在该商家进行过咨询，并未产生任何购物行为。消费等级表示在该商家产生购物行为的客户的消费额度对应的等级，诸如在一具体的实施例中，预先设定消费金额达到第一阈值的客户的消费等级为铜牌客户，消费金额达到第二阈值的客户的消费等级为银牌客户，消费金额达到第三阈值的客户的消费等级为金牌客户。退货类表示该客户在该商家购物后有退货的行为。在图14所示的具体实施例中，即时通讯客服端的页面示意图中客户在列表内的显示信息包括消费信息。
在本申请的一种实施方式中，所述客户在所述列表内的显示信息包括客户对应的消费信息和所述客户的个人信息。客户的个人信息包括客户的昵称等。在图13所示的具体实施例中，即时通讯客服端的页面示意图中客户在列表内的显示信息包括消费信息和个人信息。
在本申请的一种实施方式中，客户列表可位于即时通讯客服端的左侧列表，当然也可以位于其他地方。
如此，当客服后续打开即时通讯客服端后，会在左侧列表插入我的客户列表，来运营管理客户，如定期发送活动信息、节假日慰问等信息，如图13、图14所示。
在本申请的一种实施方式中，将所述客户展现在所述即时通讯客服端的列表内包括在所述即时通讯客户端的列表中增加客户列表，所述客户列表中增加消费信息列表，根据所述客户的消费信息将所述客户展现在所述消费信息列表中。客户列表可位于即时通讯客户端的左侧列表，当然也可以位于其他地方。在图15所示的具体实施例中，即时通讯客服端的页面示意图中客户列表、消费信息列表位于即时通讯客服端的左侧列表。
因此，本申请提供了一种即时通讯系统，由即时通讯客服端向客户发送个人信息，即时通讯客户端根据该个人信息建立与所述客服的对应关系，随后将客服展示在即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息， 将客户展示在即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息，如此实现了客户与商家的至少一个客服的关系沉淀，极大方便了后续客户与客服之间进行即时通讯，提高了客户以及客服的使用体验。
图2示出了本申请一种即时通讯客户端的结构示意图，请参阅图2，即时通讯客户端100包括：
个人信息接收模块101，用于接收一客服发送的个人信息，所述客服为一商家的至少一个客服。
在本申请的一种实施方式中，即时通讯客服端发送的个人信息诸如为名片链接，如图7所示。
在本申请的另一种实施方式中，即时通讯客服端发送的个人信息诸如为名片二维码，如图8所示。
对应关系建立模块102，用于根据所述个人信息建立与所述客服的对应关系；
在本申请的一种实施方式中，当个人信息为名片链接时，即时通讯客户端根据客户输入的点击指令加载名片链接，以客户建立与客服的对应关系。
在本申请的另一种实施方式中，当个人信息为名片二维码时，即时通讯客户端根据客户输入的扫描指令扫描名片二维码，以客户建立与客服的对应关系。
客服列表展示模块103，用于将所述客服展现在所述即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息，所述店铺信息包括店铺名称。在图9所示的具体实施例中，即时通讯客户端的页面示意图中客服在列表内的显示信息包括店铺信息。
在本申请的一种实施方式中，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息和所述客服的工作信息。客服在该商家的工作信息用于显示客服的工作类型，诸如售前、售后等。在图10所示的具体实施例中，即时通讯客户端的页面示意图中客服在列表内的显示信息包括店铺信息以及工作信息。
在本申请的一种实施方式中，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息和所述客服的个人信息。客服的个人信息包括客服的昵称等。在图11所示的具体实施例中，即时通讯客户端的页面示意图中客服在列表内的显示信息包括店铺信息以及个人信息。
在本申请的一种实施方式中，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息、所述客服的个人信息以及工作信息。
在本申请的一种实施方式中，客服列表可位于即时通讯客户端的左侧列表，当然也可以位于其他地方。在图11所示的具体实施例中，即时通讯客户端的页面示意图中客服列表位于即时通讯客户端的左侧列表。
在本申请的一种实施方式中，将所述客服展现在所述即时通讯客户端的列表内包括在所述即时通讯客户端的列表中增加客服列表，在所述客服列表中增加店铺列表，将所述至少一个客服展现在所述店铺列表中。客服列表可位于即时通讯客户端的左侧列表，当然也可以位于其他地方。在图12所示的具体实施例中，即时通讯客户端的页面示意图中客服列表、店铺列表位于即时通讯客户端的左侧列表。如此，当客户后续打开即时通讯客户端后，会在左侧列表显示我的客服列表，可以直接与不同店铺的不同工作信息的客服进行快速联系,获得更好的服务体验。在本申请的一种实施方式中，客户后续也可以选择取消关注至少一个客服。
图3示出了本申请一种即时通讯客服端的结构示意图，请参阅图3，即时通讯客服端200包括：
个人信息发送模块201，用于向一客户发送个人信息；
在本申请的一种实施方式中，个人信息诸如为名片链接，如图8所示。
在本申请的另一种实施方式中，个人信息诸如为名片二维码，如图9所示。
对应关系接收模块202，用于接收所述客户建立的对应关系，所述对应关系是根据所述个人信息建立的；
客户列表展示模块203，用于将所述客户展现在所述即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息。
所述消费信息包括以下信息之一或组合：咨询类、消费等级、退货类。咨询类表示该客户仅在该商家进行过咨询，并未产生任何购物行为。消费等级表示在该商家产生购物行为的客户的消费额度对应的等级，诸如在一具体的实施例中，预先设定消费金额达到第一阈值的客户的消费等级为铜牌客户，消费金额达到第二阈值的客户的消费等级为银牌客户，消费金额达到第三阈值的客户的消费等级为金牌客户。退货类表示该客户在该商家购物后有退货的行为。在图14所示的具体实施例中，即时通讯客服端的页面示意图中客户在列表内的显示信息包括消费信息。
在本申请的一种实施方式中，所述客户在所述列表内的显示信息包括客户对应的消费信息和所述客户的个人信息。客户的个人信息包括客户的昵称等。在图13所示的具体实施例中，即时通讯客服端的页面示意图中客户在列表内的显示信息包括消费信息和个 人信息。
在本申请的一种实施方式中，客户列表可位于即时通讯客服端的左侧列表，当然也可以位于其他地方。
如此，当客服后续打开即时通讯客服端后，会在左侧列表插入我的客户列表，来运营管理客户，如定期发送活动信息、节假日慰问等信息，如图13、图14所示。
在本申请的一种实施方式中，将所述客户展现在所述即时通讯客服端的列表内包括在所述即时通讯客户端的列表中增加客户列表，所述客户列表中增加消费信息列表，根据所述客户的消费信息将所述客户展现在所述消费信息列表中。客户列表可位于即时通讯客户端的左侧列表，当然也可以位于其他地方。在图15所示的具体实施例中，即时通讯客服端的页面示意图中客户列表、消费信息列表位于即时通讯客服端的左侧列表。
在本申请的其他实施方式中，当与客户建立对应关系的客服离职时，也可将其客户列表的所有客户转交给改商家的其他客服，方便了商家的管理。
因此，本申请提供的即时通讯客户端、即时通讯客服端、即时通讯系统，由即时通讯客服端向客户发送个人信息，即时通讯客户端根据该个人信息建立与所述客服的对应关系，随后将客服展示在即时通讯客户端的列表内，将客户展示在即时通讯客服端的列表内，如此实现了客户与商家的至少一个客服的关系沉淀，提高了客户以及客服的使用体验。
本申请还提出了一种计算设备，包括：适于实现各指令的处理器以及存储设备，所述存储设备存储有多条指令，所述指令适于由处理器加载并执行：
接收一客服发送的个人信息，所述客服为一商家的至少一个客服；根据所述个人信息建立与所述客服的对应关系；将所述客服展现在所述即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息。
本申请还提出了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计算机程序，所述计算机程序用于执行：
接收一客服发送的个人信息，所述客服为一商家的至少一个客服；根据所述个人信息建立与所述客服的对应关系；将所述客服展现在所述即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息。
本申请还提出了一种计算设备，所述计算设备包括：适于实现各指令的处理器以及存储设备，所述存储设备存储有多条指令，所述指令适于由处理器加载并执行：
向一客户发送个人信息；接收所述客户建立的对应关系，所述对应关系是根据所述 个人信息建立的；将所述客户展现在所述即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息。
本申请还提出了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计算机程序，所述计算机程序用于执行：
向一客户发送个人信息；接收所述客户建立的对应关系，所述对应关系是根据所述个人信息建立的；将所述客户展现在所述即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息。
在介绍了本申请的即时通讯客户端、即时通讯客服端、即时通讯系统、计算设备以及计算机可读存储介质之后，接下来，参考附图对本申请的方法进行介绍。该方法的实施可以参见上述系统的实施，重复之处不再赘述。
图5示出了本申请一种基于即时通讯的关系沉淀方法应用于客户端的流程示意图，请参阅图5，所述方法包括：
S101：接收一客服发送的个人信息，所述客服为一商家的至少一个客服；
在本申请的一种实施方式中，即时通讯客服端发送的个人信息诸如为名片链接，如图8所示。
在本申请的另一种实施方式中，即时通讯客服端发送的个人信息诸如为名片二维码，如图9所示。
S102：根据所述个人信息建立与所述客服的对应关系；
在本申请的一种实施方式中，当个人信息为名片链接时，即时通讯客户端根据客户输入的点击指令加载名片链接，以客户建立与客服的对应关系。
在本申请的另一种实施方式中，当个人信息为名片二维码时，即时通讯客户端根据客户输入的扫描指令扫描名片二维码，以客户建立与客服的对应关系。
S103：将所述客服展现在所述即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息，所述店铺信息包括店铺名称。在图9所示的具体实施例中，即时通讯客户端的页面示意图中客服在列表内的显示信息包括店铺信息。
在本申请的一种实施方式中，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息和所述客服的工作信息。客服在该商家的工作信息用于显示客服的工作类型，诸如售前、售后等。在图10所示的具体实施例中，即时通讯客户端的页面示意图中客服在列表内的显示信息包括店铺信息以及工作信息。
在本申请的一种实施方式中，所述客服在所述列表内的显示信息包括所述商家对应 的店铺信息和所述客服的个人信息。客服的个人信息包括客服的昵称等。在图11所示的具体实施例中，即时通讯客户端的页面示意图中客服在列表内的显示信息包括店铺信息以及个人信息。
在本申请的一种实施方式中，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息、所述客服的个人信息以及工作信息。
在本申请的一种实施方式中，客服列表可位于即时通讯客户端的左侧列表，当然也可以位于其他地方。在图11所示的具体实施例中，即时通讯客户端的页面示意图中客服列表位于即时通讯客户端的左侧列表。
在本申请的一种实施方式中，将所述客服展现在所述即时通讯客户端的列表内包括在所述即时通讯客户端的列表中增加客服列表，在所述客服列表中增加店铺列表，将所述至少一个客服展现在所述店铺列表中。客服列表可位于即时通讯客户端的左侧列表，当然也可以位于其他地方。在图12所示的具体实施例中，即时通讯客户端的页面示意图中客服列表、店铺列表位于即时通讯客户端的左侧列表。如此，当客户后续打开即时通讯客户端后，会在左侧列表显示我的客服列表，可以直接与不同店铺的不同工作信息的客服进行快速联系,获得更好的服务体验。在本申请的一种实施方式中，客户后续也可以选择取消关注至少一个客服。
图6示出了本申请一种基于即时通讯的关系沉淀方法应用于客服端的流程示意图，请参阅图6，该方法包括：
S201：向一客户发送个人信息；
在本申请的一种实施方式中，个人信息诸如为名片链接，如图8所示。
在本申请的另一种实施方式中，个人信息诸如为名片二维码，如图9所示。
S202：接收所述客户建立的对应关系，所述对应关系是根据所述个人信息建立的；
S203：将所述客户展现在所述即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息。
所述消费信息包括以下信息之一或组合：咨询类、消费等级、退货类。咨询类表示该客户仅在该商家进行过咨询，并未产生任何购物行为。消费等级表示在该商家产生购物行为的客户的消费额度对应的等级，诸如在一具体的实施例中，预先设定消费金额达到第一阈值的客户的消费等级为铜牌客户，消费金额达到第二阈值的客户的消费等级为银牌客户，消费金额达到第三阈值的客户的消费等级为金牌客户。退货类表示该客户在该商家购物后有退货的行为。在图14所示的具体实施例中，即时通讯客服端的页面示意 图中客户在列表内的显示信息包括消费信息。
在本申请的一种实施方式中，所述客户在所述列表内的显示信息包括客户对应的消费信息和所述客户的个人信息。客户的个人信息包括客户的昵称等。在图13所示的具体实施例中，即时通讯客服端的页面示意图中客户在列表内的显示信息包括消费信息和个人信息。
在本申请的一种实施方式中，客户列表可位于即时通讯客服端的左侧列表，当然也可以位于其他地方。
如此，当客服后续打开即时通讯客服端后，会在左侧列表插入我的客户列表，来运营管理客户，如定期发送活动信息、节假日慰问等信息，如图13、图14所示。
在本申请的一种实施方式中，将所述客户展现在所述即时通讯客服端的列表内包括在所述即时通讯客户端的列表中增加客户列表，所述客户列表中增加消费信息列表，根据所述客户的消费信息将所述客户展现在所述消费信息列表中。客户列表可位于即时通讯客户端的左侧列表，当然也可以位于其他地方。在图15所示的具体实施例中，即时通讯客服端的页面示意图中客户列表、消费信息列表位于即时通讯客服端的左侧列表。
在本申请的其他实施方式中，当与客户建立对应关系的客服离职时，也可将其客户列表的所有客户转交给改商家的其他客服，方便了商家的管理。
因此，本申请提供了一种基于即时通讯的关系沉淀方法，由即时通讯客服端向客户发送个人信息，即时通讯客户端根据该个人信息建立与所述客服的对应关系，随后将客服展示在即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息，将客户展示在即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息，如此实现了客户与商家的至少一个客服的关系沉淀，极大方便了后续客户与客服之间进行即时通讯，提高了客户以及客服的使用体验。
应当注意，尽管在附图中以特定顺序描述了本发明方法的操作，但是，这并非要求或者暗示必须按照该特定顺序来执行这些操作，或是必须执行全部所示的操作才能实现期望的结果。附加地或备选地，可以省略某些步骤，将多个步骤合并为一个步骤执行，和/或将一个步骤分解为多个步骤执行。
虽然本申请提供了如实施例或流程图所述的方法操作步骤，但基于常规或者无创造性的手段可以包括更多或者更少的操作步骤。实施例中列举的步骤顺序仅仅为众多步骤执行顺序中的一种方式，不代表唯一的执行顺序。在实际中的装置或客户端产品执行时，可以按照实施例或者附图所示的方法顺序执行或者并行执行(例如并行处理器或者多线 程处理的环境，甚至为分布式数据处理环境)。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、产品或者设备不仅包括那些要素，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、产品或者设备所固有的要素。在没有更多限制的情况下，并不排除在包括所述要素的过程、方法、产品或者设备中还存在另外的相同或等同要素。
上述实施例阐明的单元、装置或模块等，具体可以由计算机芯片或实体实现，或者由具有某种功能的产品来实现。为了描述的方便，描述以上装置时以功能分为各种模块分别描述。当然，在实施本申请时可以把各模块的功能在同一个或多个软件和/或硬件中实现，也可以将实现同一功能的模块由多个子模块或子单元的组合实现等。以上所描述的装置实施例仅仅是示意性的，例如，所述单元的划分，仅仅为一种逻辑功能划分，实际实现时可以有另外的划分方式，例如多个单元或组件可以结合或者可以集成到另一个系统，或一些特征可以忽略，或不执行。另一点，所显示或讨论的相互之间的耦合或直接耦合或通信连接可以是通过一些接口，装置或单元的间接耦合或通信连接，可以是电性，机械或其它的形式。
本领域技术人员也知道，除了以纯计算机可读程序代码方式实现控制器以外，完全可以通过将方法步骤进行逻辑编程来使得控制器以逻辑门、开关、专用集成电路、可编程逻辑控制器和嵌入微控制器等的形式来实现相同功能。因此这种控制器可以被认为是一种硬件部件，而对其内部包括的用于实现各种功能的装置也可以视为硬件部件内的结构。或者甚至，可以将用于实现各种功能的装置视为既可以是实现方法的软件模块又可以是硬件部件内的结构。
本申请可以在由计算机执行的计算机可执行指令的一般上下文中描述，例如程序模块。一般地，程序模块包括执行特定任务或实现特定抽象数据类型的例程、程序、对象、组件、数据结构、类等等。也可以在分布式计算环境中实践本申请，在这些分布式计算环境中，由通过通信网络而被连接的远程处理设备来执行任务。在分布式计算环境中，程序模块可以位于包括存储设备在内的本地和远程计算机存储介质中。
通过以上的实施方式的描述可知，本领域的技术人员可以清楚地了解到本申请可借助软件加必需的通用硬件平台的方式来实现。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，该计算机软件产品可以存储在存储介质中，如ROM/RAM、磁碟、光盘等，包括若干指令用以使得一台计算机设备(可以是个人计算机，移动终端，服务器，或者网络设备等)执行本申请各 个实施例或者实施例的某些部分所述的方法。
本说明书中的各个实施例采用递进的方式描述，各个实施例之间相同或相似的部分互相参见即可，每个实施例重点说明的都是与其他实施例的不同之处。本申请可用于众多通用或专用的计算机系统环境或配置中。例如：个人计算机、服务器计算机、手持设备或便携式设备、平板型设备、多处理器系统、基于微处理器的系统、置顶盒、可编程的电子设备、网络PC、小型计算机、大型计算机、包括以上任何系统或设备的分布式计算环境等等。
虽然通过实施例描绘了本申请，本领域普通技术人员知道，本申请有许多变形和变化而不脱离本申请的精神，希望所附的权利要求包括这些变形和变化而不脱离本申请的精神。

Claims (23)

  1. 一种基于即时通讯的关系沉淀方法，其特征在于，所述方法应用于即时通讯客户端，包括：
    接收客服发送的个人信息，所述客服为一商家的至少一个客服；
    根据所述个人信息建立与所述客服的对应关系；
    将所述客服展现在所述即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息。
  2. 根据权利要求1所述的方法，其特征在于，所述个人信息为名片链接。
  3. 根据权利要求2所述的方法，其特征在于，根据所述个人信息建立与所述客服的对应关系包括点击所述名片链接以建立与所述客服的对应关系。
  4. 根据权利要求1所述的方法，其特征在于，所述个人信息为名片二维码。
  5. 根据权利要求4所述的方法，其特征在于，根据所述个人信息建立与所述客服的对应关系包括扫描所述名片二维码以建立与所述客服的对应关系。
  6. 根据权利要求1所述的方法，其特征在于，所述店铺信息包括店铺名称。
  7. 根据权利要求1所述的方法，其特征在于，所述客服在所述列表内的展示信息还包括所述客服的工作信息和/或个人信息。
  8. 根据权利要求6或7所述的方法，其特征在于，将所述客服展现在所述即时通讯客户端的列表内包括在所述即时通讯客户端的列表中增加客服列表，将所述至少一个客服展现在所述客服列表中。
  9. 根据权利要求8所述的方法，其特征在于，将所述客服展现在所述即时通讯客户端的列表内还包括在所述客服列表中增加店铺列表，将所述至少一个客服展现在所述店铺列表中。
  10. 一种基于即时通讯的关系沉淀方法，其特征在于，所述方法应用于即时通讯客服端，包括：
    向一客户发送个人信息；
    接收所述客户建立的对应关系，所述对应关系是根据所述个人信息建立的；
    将所述客户展现在所述即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息。
  11. 根据权利要求10所述的方法，其特征在于，所述个人信息为名片链接。
  12. 根据权利要求10所述的方法，其特征在于，所述人信息为名片二维码。
  13. 根据权利要求10所述的方法，其特征在于，所述消费信息包括以下信息之一或组合：咨询类、消费等级、退货类。
  14. 根据权利要求10所述的方法，其特征在于，所述客户在所述列表内的显示信息还包括所述客户的个人信息。
  15. 根据权利要求13或14所述的方法，其特征在于，将所述客户展现在所述即时通讯客服端的列表内包括在所述即时通讯客户端的列表中增加客户列表，将所述客户展现在所述客户列表中。
  16. 根据权利要求15所述的方法，其特征在于，将所述客户展现在所述即时通讯客服端的列表内包括在所述客户列表中增加消费信息列表，根据所述客户的消费信息将所述客户展现在所述消费信息列表中。
  17. 一种即时通讯客户端，其特征在于，所述即时通讯客户端包括：
    个人信息接收模块，用于接收一客服发送的个人信息，所述客服为一商家的至少一个客服；
    对应关系建立模块，用于根据所述个人信息建立与所述客服的对应关系；
    客服列表展示模块，用于将所述客服展现在所述即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息。
  18. 一种即时通讯客服端，其特征在于，所述即时通讯客服端包括：
    个人信息发送模块，用于向一客户发送个人信息；
    对应关系接收模块，用于接收所述客户建立的对应关系，所述对应关系是根据所述个人信息建立的；
    客户列表展示模块，用于将所述客户展现在所述即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息。
  19. 一种即时通讯系统，其特征在于，所述即时通讯系统包括即时通讯客服端以及即时通讯客户端；
    所述即时通讯客户端包括：个人信息接收模块，用于接收一客服发送的个人信息，所述客服为一商家的至少一个客服；对应关系建立模块，用于根据所述个人信息建立与 所述客服的对应关系；客服列表展示模块，用于将所述客服展现在所述即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息；
    所述即时通讯客服端包括：个人信息发送模块，用于向一客户发送个人信息；对应关系接收模块，用于接收所述客户建立的对应关系，所述对应关系是根据所述个人信息建立的；客户列表展示模块，用于将所述客户展现在所述即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息。
  20. 一种计算设备，其特征在于，所述计算设备包括：适于实现各指令的处理器以及存储设备，所述存储设备存储有多条指令，所述指令适于由处理器加载并执行：
    接收一客服发送的个人信息，所述客服为一商家的至少一个客服；根据所述个人信息建立与所述客服的对应关系；将所述客服展现在即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息。
  21. 一种计算机可读存储介质，其特征在于，所述计算机可读存储介质存储有计算机程序，所述计算机程序用于执行：
    接收一客服发送的个人信息，所述客服为一商家的至少一个客服；根据所述个人信息建立与所述客服的对应关系；将所述客服展现在即时通讯客户端的列表内，所述客服在所述列表内的显示信息包括所述商家对应的店铺信息。
  22. 一种计算设备，其特征在于，所述计算设备包括：适于实现各指令的处理器以及存储设备，所述存储设备存储有多条指令，所述指令适于由处理器加载并执行：
    向一客户发送个人信息；接收所述客户建立的对应关系，所述对应关系是根据所述个人信息建立的；将所述客户展现在即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息。
  23. 一种计算机可读存储介质，其特征在于，所述计算机可读存储介质存储有计算机程序，所述计算机程序用于执行：
    向一客户发送个人信息；接收所述客户建立的对应关系，所述对应关系是根据所述个人信息建立的；将所述客户展现在即时通讯客服端的列表内，所述客户在所述列表内的显示信息包括所述客户对应的消费信息。
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