Method and system for realizing automatic reminding in the absence of online customer service personnel

Abstract

The invention provides a method for realizing automatic reminding in the absence of online customer service personnel. The method comprises the following steps that: a user terminal visitor opens a customer service system to start a session dialog box; the visitor sends a session message in the dialog box; the session message is sent to a customer service system server by an instant communication server 1 via the Internet; the customer service system server inquires whether online customer service personnel in normal state are available; when online customer service personnel in normal state are available, an online customer service person is allocated instantly through an allocating module to establish connection, otherwise, a reminding module is notified to send back corresponding information; and the visitor can register contact way in the dialog box and a recording module stores the content. The method reminds a visitor of registering contact content and corresponding problems; moreover, a background server records the behavior, comments and the contact way of the visitor in detail so that customer service personnel can return the visit conveniently or answer corresponding questions of the visitor.

Description

Technical field: [0001] The present invention relates to the field of computer software and network communication, especially instant communication technology, especially relates to a method and system for automatic reminder when there is no online customer service personnel. Background technique: [0002] The customer service system is based on the telephone or call center. Customers connect to the enterprise's call center by dialing a phone, and then the call center transfers the call to an idle customer service personnel, communicates with the user by telephone, and answers all kinds of questions raised. question. However, this traditional customer service system needs to be equipped with multiple telephones, which is costly, and the service space is limited, and the customer service personnel can only provide one-to-one service at the same time, and the service content and service efficiency are limited. [0003] With the development of the network, the important means ...

AI Technical Summary

Problems solved by technology

[0004] At present, the main task of online customer service personnel is to answer various questions for customers and provide users with better services. However, in many cases, customers will visit the website during non-working hours. At this time, none of the customer service personnel is online, and a visitor logs in After logging into the online customer service system, the online customer service dialog box will be opened, and they will talk to them and send out information that they need help or ask for a quota. At this time, the customer service system has been in a state of no response. Visitors do not know whether there are online customer service personnel, and the visitor experience is not good. At the same time, the visitor cannot communicate with the customer service personnel, and the visitor will exit the online customer service system after waiting. When the online customer service personnel go online, they will see the visitor's consultation, but without the visitor's contact information, they will not be able to answer the visitor's consultation, or cannot make a return visit visitors

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