Wechat customer service system and customer service message interaction method thereof
A customer service system, WeChat technology, applied in the field of customer service system, can solve problems such as unfavorable enterprise refined management and service quality, lack of enterprise CRM system interface, lack of CRM interface, etc., to achieve platform independence, improve customer service quality, The effect of strong scalability
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[0029] Such as figure 1 As shown, the WeChat customer service system of the present invention includes an access layer, a business layer, and a CRM interface layer.
[0030] The access layer: adopts the J2EE architecture to implement the WeChat official account protocol, so that users and customer service can log in and access and use business from the WeChat official account, mobile browser or mobile App respectively; through real-time communication to web pages (WebRTC) The implementation of the protocol supports robust real-time communication functions among multiple Internet browsers; including SIP call-in response, call forwarding, audio and video collection, encoding and decoding, network transmission, network penetration, display, etc. The access layer also realizes the skill and status control of the customer service personnel. After the user calls in, the user can select and resolve the skill route configured according to the service layer, and then assign it to idle cust...
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