A kind of customer satisfaction return visit method, equipment and storage medium

Abstract

The present application discloses a user satisfaction reviewing method, a device and an apparatus, and a storage medium. The user satisfaction reviewing method comprises: after a communication between an agent and a user is completed, detecting whether a telephone NPS scoring function is enabled, and if the telephone NPS scoring function is not enabled, detecting whether a short message NPS scoring function is enabled; when the telephone NPS scoring function is enabled, successively determining whether the current call satisfies a condition of each preset telephone NPS scoring, and when the current call satisfies all the conditions of telephone NPS scoring, invoking a telephone platform to initiate NPS scoring by the client, otherwise, detecting whether the short message NPS scoring function is enabled; when the short message NPS scoring function is enabled, determining whether the current call satisfies each preset short message NPS scoring condition, and when the current call satisfies all the short message NPS scoring conditions, invoking a short message platform to initiate NPS scoring to the client. The present application enables that the data acquisition of the NPS no longer needs to be handled by the agent, freeing up manpower, and ensuring no subjective intervention from the agent.

Description

technical field [0001] The invention relates to the field of electronic technology, in particular to a customer satisfaction return visit method, equipment and storage medium. Background technique [0002] In order to better serve customers, currently after the user terminal and the customer service personnel in the telephone agent system complete the call, the telephone agent system generally sends a satisfaction survey call or text message to the user terminal, and the user terminal receives the satisfaction survey. The satisfaction survey results are returned in the format required by the satisfaction survey, and the telephone agent system extracts the user satisfaction from the satisfaction survey results returned by the user terminal. [0003] In the specific implementation process, in order to obtain survey data, the management either stipulates that the agents should ask customers to give comments during the telephone service, or arrange other commissioners to conduct...

AI Technical Summary

Problems solved by technology

The former will waste the time of the agent, and the customer will give inaccurate results because of the subjective inquiry of the agent, and it is impossible to ensure that the data collected by the agent must be given by the customer

The latter requires more manpower, and it will take up extra time for customers to inquire about service quality, which will also make customers feel troublesome and reduce their experience.

Moreover, management personnel cannot accurately know whether this service is helpful to customers, to what extent, and how satisfied customers are with the service attitude of the agents.

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