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
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  • 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 trad...

Method used

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  • Customer complaint process analysis method
  • Customer complaint process analysis method
  • Customer complaint process analysis method

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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...

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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

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Application Information

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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
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