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Method for changing online customer service state

A state-changing, state-of-the-art technology, applied in branch offices providing special services, data exchange details, digital transmission systems, etc., can solve the problems of untimely reply, error-prone, long waiting time for customers, etc., so as to improve work efficiency and improve Satisfaction, effect of good communication

Inactive Publication Date: 2009-10-14
BEIJING YIQI TELECOMM TECH
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] At present, the online status of online customer service personnel is divided into normal or busy, or exit status according to the time interval of whether the customer service personnel move the mouse or tap the keyboard, and cannot be set by themselves.
In the process of communicating with customers online, it is inevitable that there will be a relatively busy situation. At this time, the online customer service personnel do not want to have new customers to inquire or communicate with them. Otherwise, it is easy to make mistakes, such as: Zhang Guan Li Dai situation, and the reply is not good Timely, customer waiting time is too long, etc.

Method used

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  • Method for changing online customer service state
  • Method for changing online customer service state

Examples

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Embodiment Construction

[0018] The following will describe in detail with reference to the accompanying drawings. When an online customer service personnel logs into the online customer service system, the online customer service personnel is in a normal state by default, and the state includes normal state, busy state, and exit state.

[0019] Such as figure 1 As shown, the process of switching the status of the online customer service staff from the normal state to the busy state

[0020] 101. First, the online customer service personnel enter the account number and password in the customer service system interface to log in to the WEB side of the customer service system.

[0021] 102. On the WEB interface, the online customer service personnel click to select the busy status;

[0022] 103. The WEB end sends a protocol packet request to the instant messaging server to change to the busy state;

[0023] 104. After receiving the above request, the instant messaging server changes the normal state o...

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Abstract

The invention provides a method for changing online customer service state, comprising the following steps: an online customer service staff clicks to choose corresponding state in a WEB interface; a WEB terminal sends a request for changing into the corresponding state to an instant messaging server; the instant messaging server changes the state of the online service staff to be the corresponding state after receiving the request; the instant messaging server sends the updated online customer service staff state to the WEB terminal, and the state of the online service staff is displayed as the chosen state. The online customer service staff reasonably adjusts the online state according to the working condition and the communication condition with customers and can switch among normal, busy and exit states randomly, thereby improving the working efficiency, enhancing the degree of satisfaction of customers and having good communication effect.

Description

Technical field: [0001] The invention relates to the field of computer software and network communication, in particular to instant communication technology, and in particular to a method for changing the state of online customer service. Background technique: [0002] Instant messaging (IM for short) has become an important means for users to communicate through the network, and the application of instant messaging is becoming more and more extensive. Many WEB terminals provide online services, that is, users open WEB pages, and users actively click online. The customer service requests instant communication with it, and the instant communication server communicates with the online customer service in a normal state according to the online customer service status list, and the user consults in real time. [0003] At present, the online status of online customer service personnel is divided into normal or busy, or exit status by the time interval of whether the customer serv...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L12/58H04L29/06H04L12/16
Inventor 邱燕波
Owner BEIJING YIQI TELECOMM TECH
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