Method, device, equipment and medium for improving called instant messaging fluency of customer service

A fluency and customer service technology, applied in the field of communication, can solve the problems of complex overall process, low efficiency and cumbersomeness, and achieve the effect of reducing communication costs, making connections more closely, and enhancing the enjoyment of service experience.

Inactive Publication Date: 2018-11-23
广东因特利信息科技股份有限公司 +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Compared with the traditional way of relying on customer service personnel to manually dial out or preview dialing, predictive outbound dialing has natural advantages. When traditional customer service personnel contact customers, they need to search and query in the system, which is inefficient and cumbersome. The office environment has high requirements (must be next to the computer), and when the customer returns to visit, the customer service personnel need to ask the customer's identity, phone number and other information, and fill in the information to get the latest situation. The overall process is complicated and inefficient

Method used

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  • Method, device, equipment and medium for improving called instant messaging fluency of customer service
  • Method, device, equipment and medium for improving called instant messaging fluency of customer service
  • Method, device, equipment and medium for improving called instant messaging fluency of customer service

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0032] Such as figure 1 As shown, the method for improving the fluency of customer service instant messaging is called, and the method includes the following steps

[0033] 110 receiving a call request from the calling mobile terminal;

[0034] 120 Acquiring and displaying the user profile information of the calling mobile terminal;

[0035] The information of the calling mobile terminal is submitted by the customer when applying for the service. Generally, in order to obtain continuous service and better service effect, the personal information filled in by the customer at this time is more accurate and detailed. The database can store and save these basic information, which can be retrieved at any time as needed, which is convenient and fast.

[0036] 130 establishes a call connection with the calling mobile terminal.

[0037] The customer service staff sends an access request including the identity information to the database according to the extracted identity informati...

Embodiment 2

[0039] Such as figure 2 As shown, it is a preferred embodiment of the present invention. On the basis of the above steps, after establishing the call connection with the calling mobile terminal, 140 further includes: writing the call information after the call connection into the database.

[0040] In order to ensure that the customer service staff can better connect with the customer when the customer calls back, after the basic customer information in the early stage is filled in by the customer, it can also be continuously supplemented and updated during the continuous communication process between the customer service staff and the customer. The set step of updating communication information, the user profile information includes user basic information and historical communication information, and the historical communication information includes historical communication content information and historical customer service evaluation information, so that each time the custo...

Embodiment 3

[0043] Such as image 3 Devices for improving the fluency of customer service instant messaging are disclosed, including:

[0044] 210 receiving module, used for receiving the call request of the calling mobile terminal;

[0045] 220 display module, used to obtain and display the calling mobile terminal;

[0046] The 230 communication module is used to establish a call connection with the calling mobile terminal.

[0047] Preferably, after receiving the call request from the calling mobile terminal, the receiving module further includes: extracting the identity information of the calling mobile terminal, and sending an access request including the identity information to the database.

[0048] Preferably, the display module associates the identity information of the calling mobile terminal with the database, acquires and displays the user profile information of the calling mobile terminal.

[0049] Further, the database includes user profile information, and a mapping table...

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Abstract

The invention provides a method for improving called instant messaging fluency of customer service. The method comprises the following steps: receiving a call request of a calling mobile terminal; acquiring and displaying user document information of the calling mobile terminal; and establishing call connection with the calling mobile terminal. Through the method for improving the called instant messaging fluency of the customer service, a database can send customer information to the customer service personnel when receiving the callback of the customer, so that the customer service personnelcan quickly process the callback and the development, and the contact between the customer service personnel and the customer is closer.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a method, a device, an electronic device and a storage medium for improving the fluency of instant messaging when customer service is called. Background technique [0002] In recent years, as the competition among enterprises has become more and more fierce, more and more enterprises have realized how important customer retention is to an enterprise. For this reason, enterprises will always try their best to maintain the existing customer base and How to develop new customer groups requires enterprises to provide customers with good customer service and build an effective business marketing channel to develop new customers. Therefore, the customer service business came into being. [0003] Customer service service means that customer service personnel actively dial the user's phone number according to business needs, and after the call is connected, the customer service p...

Claims

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Application Information

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IPC IPC(8): H04L12/58H04M3/51
CPCH04L51/04H04M3/51
Inventor 申义余传亮肖文天林伟强马迁
Owner 广东因特利信息科技股份有限公司
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