Looking for breakthrough ideas for innovation challenges? Try Patsnap Eureka!

Customer complaint process analysis method

An analysis method and customer technology, applied in digital transmission systems, electrical components, transmission systems, etc., can solve the problem of not meeting the needs of continuous improvement of customer network quality perception, inability to effectively improve VIP customer satisfaction, inability to accurately locate customer complaints, etc. problems, to achieve the effect of improving the efficiency of complaint handling, simplifying the complaint handling process, and improving customer satisfaction

Inactive Publication Date: 2007-10-03
CHINA MOBILE GRP FUJIAN CO LTD
View PDF0 Cites 30 Cited by
  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] 1. The information obtained by the network element performance monitoring system from monitoring the quality of customer communication services is relatively simple (unreproducible), and cannot accurately locate and solve problems reflected in customer complaints
[0004] 2. A network fault phenomenon may involve multiple network elements. The traditional network element equipment-oriented and regional-based maintenance methods can no longer meet the needs of continuous improvement of customer network quality perception
[0005] 3. Lack of in-depth group analysis of customer characteristics, lack of a relatively complete differentiated service plan, unable to effectively improve VIP customer satisfaction

Method used

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • Customer complaint process analysis method
  • Customer complaint process analysis method
  • Customer complaint process analysis method

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0026] As shown in Figure 1, it is a schematic diagram of the principle of the present invention, which mainly includes five parts: complaint acceptance, complaint analysis, complaint dispatch, complaint processing, and complaint feedback.

[0027] Complaint acceptance mainly provides users with complaint channels in various ways: input complaint information on the WEB interface, and log in with user name / password. After the user successfully logs in to the system, the system will display a complaint form for the user to fill in the complaint information; Specific SMS access number to submit complaint information; user submits complaint information through WAP form; user dials IVR phone, system guides user to report complaint information in the form of voice navigation, including complaint time, complaint type, fault location, etc.; provides API functions Realize batch import of complaint information.

[0028] Complaint analysis, mainly query the current status of the user num...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

PUM

No PUM Login to View More

Abstract

This invention relates to a customer complaint process method including five steps of complaint acceptance, analysis, distribution, process and feeding back aimed at realizing accurate localization and tracing analysis to speed up forward ability of complaint process and carrying out automatic trigger of tasks according to service rules to realize cooperation of the whole net.

Description

Technical field: [0001] The invention relates to a method for processing and analyzing customer complaints, which belongs to the field of mobile communication. Background technique: [0002] "Customer Complaint Handling and Analysis Method" (CCATS for short), the main function is to realize accurate positioning and retrospective analysis of customer complaints, speed up the ability of complaint handling to advance, analyze complaints according to business rules, automatically trigger tasks, and realize network-wide collaboration Work, while providing differentiated services for VIP customers, further improving the quality and level of customer service. However, the traditional complaint handling system and other auxiliary tools are difficult to meet the service management requirements, the main reasons are as follows: [0003] 1. The information obtained by the network element performance monitoring system from monitoring the quality of customer communication services is re...

Claims

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

Application Information

Patent Timeline
no application Login to View More
IPC IPC(8): H04Q7/34H04Q7/22H04L29/08H04L12/26H04W24/00
Inventor 张莉方伟黄海辉杨慰民
Owner CHINA MOBILE GRP FUJIAN CO LTD
Who we serve
  • R&D Engineer
  • R&D Manager
  • IP Professional
Why Patsnap Eureka
  • Industry Leading Data Capabilities
  • Powerful AI technology
  • Patent DNA Extraction
Social media
Patsnap Eureka Blog
Learn More
PatSnap group products

Browse by: Latest US Patents, China's latest patents, Technical Efficacy Thesaurus, Application Domain, Technology Topic, Popular Technical Reports.

© 2024 PatSnap. All rights reserved.Legal|Privacy policy|Modern Slavery Act Transparency Statement|Sitemap|About US| Contact US: help@patsnap.com