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Feedback device and method of the customer service business

A technology of customer service and feedback device, which is applied in the field of customer service business support system, can solve problems affecting the effect of feedback, unfamiliar business representatives, unsatisfactory service request processing results, etc., to achieve good service and improve satisfaction

Active Publication Date: 2007-08-15
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0008] 6. If the customer expresses that the problem is not resolved or is not satisfied with the result of the service request processing, it is necessary to return to the second link and process the service request again
On the one hand, for customers, the business representatives they contact each time are relatively unfamiliar, which affects the effect of feedback; on the other hand, for business representatives, after each feedback is completed, they are not very familiar with customers. good experience accumulation

Method used

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  • Feedback device and method of the customer service business
  • Feedback device and method of the customer service business
  • Feedback device and method of the customer service business

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Embodiment Construction

[0038] In order to enable those skilled in the art to better understand the solution of the present invention, the present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments.

[0039] At first, with reference to the functional block diagram of the first embodiment of the device of the present invention shown in Figure 3:

[0040] In this embodiment, the device of the present invention includes: a service request interface module 31 , a feedback person module 32 and a feedback strategy module 33 , and the feedback person module 32 is coupled to the service request interface module 31 and the feedback strategy module 33 respectively. Wherein, the feedback strategy module 33 generates a feedback strategy according to the feedback process of each feedback business representative, and the acquisition feedback person module 32 selects the feedback business representative of this customer service according to the feedback ...

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Abstract

The disclosed feedback device for customer service business comprises: coupled in turns, a service request interface module, a module for obtaining the feedback person to select feedback business agent and return agent message to last module according to business request, and a feedback strategy module to generate the feedback strategy for the business agent. This invention is benefit to provide better service for user.

Description

technical field [0001] The invention relates to a customer service business support system, in particular to a customer service business feedback device and method. Background technique [0002] As a window for customer service, the customer service center must accept different service requests (such as information inquiry, business consultation, business acceptance, complaints and suggestions, proactive services, etc.) from different channels (such as telephone, WEB, EMAIL, SMS, etc.). As shown in Figure 1, the customer service management process, for each customer request, a series of streamlined management processes such as service request generation, decomposition, resolution, feedback, and closure need to be completed. This process includes the following steps: [0003] 1. In the process of communicating with customers, business representatives understand the content of customer requests and generate corresponding service request records; [0004] 2. The background bus...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/42H04M3/24
Inventor 周兆其
Owner HUAWEI TECH CO LTD