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Method and system for implementing online service in enterprise instant communication

A customer service system and technology of customer service, applied in the field of online customer service, can solve problems such as inconvenient use and inability to support customer conversations with customer service personnel, and achieve the effect of improving feedback speed

Inactive Publication Date: 2008-05-14
BEIJING YIQI TELECOMM TECH
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] Even if the current enterprise communication tools cannot support customer service personnel to chat with visitors using online customer service through instant messaging tools
Customer service personnel need to use the instant messaging tool and online customer service system within the enterprise at the same time, which is very inconvenient to use

Method used

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  • Method and system for implementing online service in enterprise instant communication
  • Method and system for implementing online service in enterprise instant communication

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0023] As shown in Figure 1, a method for implementing online customer service in enterprise instant messaging includes the following steps:

[0024] a. The user logs in to the client, and the server performs identity verification;

[0025] b. After the verification is passed, the server returns the user permission to the client;

[0026] c. The client judges whether the user has customer service authority according to the user authority, and if so, prompts whether to enable online customer service;

[0027] d. Visitors access the company's customer service system through the Web page, and the customer service system arranges online customer service personnel for the visitor.

[0028] In the step c, if the online customer service is not enabled, then enter the normal instant messaging function, if enabled, then the client sends a message to the server to enter the online customer service. After the customer service personnel go offline, the server notifies the customer servi...

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Abstract

The invention provides a method and a system used for realizing an on-line customer service in an enterprise instant communications. A user logs in a client-side. A server carries out an identity verification, and when the verification is passed, the server returns an user authority to the client-side, and according to the user authority, the client-side judges that the user is a customer service personnel, and then the client-side reminds whether to start costumer service. Visitors interview the enterprise costumer service system through Web pages, and the customer service system arranges the on-line customer service personnel for the visitors. By using the method and the system, the enterprise instant communications tool is able to support an on-line customer service conversation, and the enterprise costumer service personnel is able to realize the on-line customer service function only by entering the instant communications system, and two systems for login are not necessary any more, and the enterprise customer service personnel is able to carry out the on-line customer service and other tasks of the enterprise simultaneously by using the instant communications tool. In addition, when the costumer service personnel is not able to give a suitable answer to a question of the visitor, the customer service personnel is able to contact with other customer service personnel to seek help by using the instant communications tool. In this way, a feedback speed to the visitor is improved.

Description

Technical field: [0001] The present invention relates to the field of computer software and network communication, especially the instant messaging technology, in particular to a method and system for realizing online customer service in enterprise instant messaging. Background technique: [0002] Instant messaging (IM for short) has now become an important means for users to communicate through a network. With the ever-increasing demand for business real-time communication in recent years, enterprise instant messaging systems are also developing rapidly, and have become a common means of communication in enterprises. [0003] Even the communication tools of the current enterprise cannot support customer service personnel to have conversations with visitors using online customer service through instant messaging tools. Customer service personnel need to use the instant messaging tool and online customer service system within the enterprise at the same time, which is very in...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L12/58G06F15/167
Inventor 文荣霍文旌黄平关键
Owner BEIJING YIQI TELECOMM TECH
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