E-commerce complaint management method based on customer service

A technology of e-commerce and management methods, applied in the field of e-commerce complaint management based on customer service, can solve problems such as improvement, achieve the effect of improving satisfaction level, reducing work intensity, and improving satisfaction level

Pending Publication Date: 2020-04-14
广州点动信息科技股份有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The purpose of the present invention is to provide a customer service-based e-commerce complaint management method to solve the problem that e-commerce cannot be improved according to different needs when dealing with user complaints in the above-mentioned background technology

Method used

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  • E-commerce complaint management method based on customer service
  • E-commerce complaint management method based on customer service

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Embodiment Construction

[0029] The technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only a part of the embodiments of the present invention, rather than all the embodiments.

[0030] See Figure 1-2 , An embodiment provided by the present invention: an e-commerce complaint management method based on customer service, including the following steps:

[0031] Step 1: Use the web chat server or customer service phone to obtain complaint information, and transfer the complaint application to the customer service;

[0032] Step 2: Adjust the time sequence of customer service access according to the time sequence of complaints, and access them in sequence;

[0033] Step 3: Obtain the customer's complaint information and back it up through the recording module, and then classify the complaint according to different informatio...

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Abstract

The invention discloses an e-commerce complaint management method based on customer service, relates to the field of e-commerce, and aims to solve the problem that e-commerce in the prior art cannot be improved according to different requirements when user complaints are handled. The method comprises the steps of 1 acquiring complaint information by using an online chat server or a customer service telephone, and forwarding a complaint application to a customer service; 2 adjusting the time sequence of customer service access according to the complaint time sequence, and sequentially accessing; 3 acquiring the complaint information of a client, backing up the complaint information through a recording module, and classifying complaints according to different information; 4 numbering sound recording files according to the serial numbers of clients, and storing the sound recording files in a server; 5 sorting the complaint information again according to the solving time required by the clients, and solving according to the client requirements in sequence; and 6 when the complaint amount is large, marking the number of the client with more requirements, and preferentially solving the complaint application with low processing difficulty.

Description

Technical field [0001] The invention relates to the technical field of e-commerce, in particular to an e-commerce complaint management method based on customer service. Background technique [0002] E-commerce refers to business activities centered on commodity exchange by means of information network technology; it can also be understood as activities that conduct transactions and related services in the form of electronic transactions on the Internet, corporate intranets and value-added networks, and are traditional business activities The electronic, network, and informatization of all links; commercial activities using the Internet as a medium belong to the category of e-commerce. E-commerce usually refers to a wide range of commercial trade activities around the world, in the open network environment of the Internet, based on The client / server application mode allows buyers and sellers to conduct various business activities without meeting each other, realizing consumer onli...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q30/00
CPCG06Q30/016
Inventor 陈科斌
Owner 广州点动信息科技股份有限公司
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