Method and system for improving e-commerce customer service operation efficiency

Abstract

The invention discloses a method and system for improving e-commerce customer service operation efficiency. The method adopts a two-level to-be-distributed work order pool, a three-level work order automatic distribution scheduling center, a manual intervention mechanism of unprocessed work orders, a work order management mechanism in processing and a completed work order spot check and inspectionmechanism, wherein the to-be-allocated work order pools of the two levels are used for reasonable matching of customer service-work orders; wherein the three-level work order automatic allocation scheduling rule is used for automatic allocation scheduling of the work order based on allocation scheduling rules of different priorities; wherein the manual intervention mechanism of the unprocessed work order is used for preventing the work order from being unprocessed for a long time; the work order management mechanism in processing is used for customer service staff to reasonably process the work order flow; wherein the completed work order spot check inspection mechanism is used for guaranteeing the work order processing effect. Based on the mechanism, reasonable and ordered process designis carried out, so that the e-commerce customer service system which is higher in operation efficiency, lower in use cost, safer, more reliable and capable of adapting to service changes more quicklyis realized.

Description

technical field [0001] This application belongs to the field of information technology processing, and specifically relates to a method and system for improving the efficient operation of e-commerce customer service. Background technique [0002] With the rapid development of e-commerce, the customer service volume of e-commerce platform customer service operations has also increased significantly. The original e-commerce platform customer service work order allocation and processing mechanism is gradually unable to cope with the increasing number of work orders. It has become a bottleneck that hinders the further development of merchants and platforms, and also makes it impossible to improve user experience. [0003] The e-commerce work order system is a platform for receiving, recording, processing, tracking, and analyzing the needs of sales, consultation, complaints and other events or problems on the e-commerce platform. It is a standardized operation of merchants, cross...

AI Technical Summary

Problems solved by technology

[0004] The current customer service work order system on the market has a low degree of functional modularity, unclear division of responsibilities among various departments, and high operating costs; the work order allocation mechanism is single and simple, and there is no multi-level handling of exceptions, which is prone to waste of skills or inappropriate phenomena , work order accumulation phenomenon, work order long-term waiting phenomenon and other problems; the work order processing mechanism is rigid and inefficient, and customer service personnel often can only passively accept orders, instead of selecting work orders according to their own advantages and disadvantages. The process cannot be switched when there is a temporary emergency in the middle; the work order inspection mechanism is simple or even missing, and the operation quality is not high; it is tightly coupled with the background data storage and analysis platform interface, and the security and stability cannot be reliably guaranteed, and it cannot be flexibly changed to adapt Changes in the company's business

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