Wechat customer service system and customer service message interaction method thereof

Abstract

The invention provides a wechat customer service system. The system comprises an access layer, a business layer and a CRM (Customer Relationship Management) interface layer, wherein the access layer realizes a protocol of a wechat public account by adopting a J2EE framework and enables users and customer service staffs to perform login access and business usage from the wechat public account, a mobile browser and a mobile APP; the business layer comprises a business management module, a business application module and a data center module; the business management module mainly provides system management, job number management, skill route setting and business specification management; the business application module provides main business functions; the data center module comprises a plurality of data centers; and the CRM interface layer provides a developmental and standardized access protocol for an enterprise CRM system to use, and realizes a seamless connection with the enterprise CRM system. According to the system, a mobile intelligent terminal and a PC Web browser are supported, an enterprise wechat public account or unified official public account entry is supported, and the simple and convenient seamless connection with enterprise CRM can be realized; and the timeliness and effectiveness of communications are achieved.

Description

technical field [0001] The invention relates to a customer service system based on a WeChat communication channel. Background technique [0002] With the popularity of smart phones in China and the world, basically everyone has one. WeChat is a must-install software on smart phones. This invention uses WeChat as a communication channel and WeChat official account as an entrance to help companies communicate with customers on WeChat , keep abreast of user consultation information, and never miss any customer. Enterprise users and customers do not need to install any additional software, and two-way communication can be realized by sending text, pictures, voice and other information through WeChat, and can send pictures, text, audio, video and other messages to users who have been contacted within 48 hours. Compared with the traditional telephone call center, it has the advantages of diversified communication information (video, text, voice, etc.) and low cost. [0003] At p...

AI Technical Summary

Problems solved by technology

For relatively large and medium-sized enterprises, due to the specialization and refinement of customer service services, some businesses need professionals or multiple parties to cooperate to complete. The lack of the above functions is not conducive to the refined management of enterprises and the improvement of service quality.

[0007] Lack of CRM interface: Most of the WeChat customer service systems on the market today, such as Tencent Multi-Customer Service, do not provide an interface with the enterprise CRM system. As a result, when customer service complaints are accepted, customer service needs to fill in customer information, and when responding to customer information, they need to enter the CRM again. Re-filling in the system, resulting in repeated customer service, cumbersome operations, and a certain probability of filling in wrong customer information, which is often found in the practice process

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