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Online customer service management system and method

A management system and management method technology, applied in the transmission system, digital transmission system, customer communication, etc., can solve problems such as customer service can not provide timely feedback information, service quality decline, customer service slack customers, etc., to achieve accurate and efficient customer service, fast processing , a reasonable matching effect

Inactive Publication Date: 2018-09-11
CHENGDU GOLD ARMOR
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Due to the convenience of online communication, many old customers or potential customers have generally adopted the method of consulting customer service online. Customer service for a long time, the quality of customers they face is also different, it is inevitable that customer service will slack off customers, resulting in a decline in service quality

Method used

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  • Online customer service management system and method
  • Online customer service management system and method
  • Online customer service management system and method

Examples

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Embodiment Construction

[0027] In the following, the online customer service management system and method of the present invention will be exemplarily described in conjunction with the accompanying drawings and specific embodiments. Personnel can design equivalent schemes without departing from the concept of the present invention.

[0028] refer to Figure 1-3 Shown, the embodiment that the present invention provides is as follows:

[0029] An online customer service management system, comprising:

[0030] The allocation unit outside the group is used for automatically assigning customers to corresponding customer service groups according to a predetermined allocation strategy.

[0031] Specifically, one purpose of the allocating unit outside the group is to divert and match customers who put forward customer service consulting requests to corresponding customer service groups. In order to improve customer satisfaction and realize rational utilization of customer service resources, an effective a...

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PUM

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Abstract

The invention discloses an online customer service management system and method. The online customer service management system comprises an out-of-group distribution unit for automatically distributing customers to corresponding customer service groups according to a predetermined distribution policy; an intra-band distribution unit for further distributing the customers distributed to the customer service group to the customer services in the customer service group; a customer service robot unit at least comprising an automatic monitoring module for monitoring the service process of the customer service. Through the online customer service system and method provided by the invention, a large number of customer query requests can be efficiently and quickly processed, and the precise and efficient customer service can be provided; furthermore, the high quality of the customer service is ensured by real-time monitoring the service process of the customer service, the loss of the potential customers caused by the low service quality of the customer service is avoided, and the customer conversion percent is improved.

Description

technical field [0001] The invention relates to the field of network technology, in particular to an online customer service management system and management method. Background technique [0002] With the rapid development and popularization of the Internet, online customer service has become an important part of customer service. Based on the characteristics of the Internet and online customer service, it is very different from telephone customer service. For example, telephone customer service usually communicates one-on-one, while online customer service mostly communicates with text, which can be one-to-many, that is, one customer service can simultaneously Serve multiple clients conveniently and efficiently. [0003] However, most of the current online customer service is only to transform the traditional offline customer service or telephone customer service into an online service form based on text communication. Due to the convenience of online communication, many ...

Claims

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Application Information

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IPC IPC(8): H04L29/06H04L29/08H04L12/58G06Q30/02G06F17/27
CPCG06F40/30G06Q30/0281H04L51/046H04L63/306H04L63/308H04L67/14
Inventor 李一宁陈文华汪国庆
Owner CHENGDU GOLD ARMOR
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