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Method and system for submitting user questions through online customer service system

A customer service system and customer service technology, applied in the field of online customer service submission of user problems and instant messaging, can solve problems such as inconvenient maintenance or sorting, no unified management or classification, etc., to achieve the effect of easy consultation and processing, and easy management

Inactive Publication Date: 2009-11-25
BEIJING YIQI TELECOMM TECH
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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. During the communication process between visitors and customer service personnel, visitors will ask various questions. Corresponding records need to be made, but there is no unified local management or classification to maintain or organize. It is not convenient for later reference and classification

Method used

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  • Method and system for submitting user questions through online customer service system
  • Method and system for submitting user questions through online customer service system
  • Method and system for submitting user questions through online customer service system

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Embodiment Construction

[0029] Functions realized by the present invention: During the communication process between the visitor and the customer service, the customer service staff sorts out and summarizes the content of the question according to the various questions raised by the visitor, and adds it to the question. The question will be automatically associated with the chat scene to facilitate the later recovery of the customer service staff In the chat scene, it is better to make corresponding records, and the added question needs to select a handler. After submitting the question, the corresponding handler will receive a reminder message to remind the recipient to deal with the problem. After the problem is solved, it will feedback to Customer service personnel, customer service personnel notify visitors through feedback results, return visits or other means.

[0030] Will describe in detail below in conjunction with accompanying drawing,

[0031] Such as figure 1 As shown, a system for submi...

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Abstract

The invention provides a method for submitting user questions through an online customer service system. The method comprises the following steps that: customer service personnel carry out session communication with a visitor, and sum up problem types and contents by chatting; customer service personnel establish a new problem under a problem list and select and submit a corresponding problem type, a dealing person and the priority to a customer service system server; the customer service system server sends the information to an instant communication server 2; and the instant communication server 2 generates an instant reminding message which is sent to a corresponding dealing person via the Internet. The method has the advantages that the problems of visitors are classified into different types under the problem list by the customer service personnel, so that other customer service personnel can look over identical problems conveniently, management and maintenance are convenient, and rapid feedback can be made; moreover, problem consultation and solving are facilitated.

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 and system for submitting user questions in online customer service. 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, it has become an important means for use...

Claims

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Application Information

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IPC IPC(8): H04L12/58H04L12/06H04M3/51
Inventor 邱燕波
Owner BEIJING YIQI TELECOMM TECH
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