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Customer complaint event differentiation processing method and system

A processing method and differentiated technology, applied in the field of differentiated handling methods and systems for customer complaints, can solve problems such as inability to accurately and efficiently perform differentiated handling, lack of differentiated complaint handling strategies, etc., and achieve accurate and efficient differentiated handling solutions Effect

Pending Publication Date: 2021-01-05
SHENZHEN POWER SUPPLY BUREAU
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  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0004] The purpose of the present invention is to propose a method and system for differentiated handling of customer complaints, so as to solve the problem of the lack of effective differentiated complaint handling strategies for different complaint times and complaining customers in the existing methods, and the inability to accurately and efficiently perform differentiated handling technical issues

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  • Customer complaint event differentiation processing method and system
  • Customer complaint event differentiation processing method and system
  • Customer complaint event differentiation processing method and system

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Embodiment Construction

[0049] In order to make the object, technical solution and advantages of the present invention clearer, the present invention will be further described in detail below in conjunction with the accompanying drawings.

[0050] Such as figure 1 and figure 2As shown, it is a schematic diagram of an embodiment of a method for differentiated handling of customer complaints provided by the present invention. In this embodiment, the method includes the steps of:

[0051] Step S1, obtain the user's complaint event data, analyze the user's complaint event data according to the preset rules, and retrieve the user's complaint content information; understandably, by collecting customer appeal information from the Internet customer service platform for analysis. For customers, when customers are dissatisfied in the process of using products or receiving services, there are multiple possible reactions. Whether customers complain or complain to the company is affected by many factors, such...

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Abstract

The invention provides a customer complaint event differentiation processing method and system, and the method comprises the steps: S1, obtaining the complaint event data of a user, carrying out the analysis of the complaint event data of the user according to a preset rule, and calling the complaint content information of the user; S2, determining a classification level of a user complaint eventand a time influence level of the user complaint event according to the user complaint content information; and S3, determining complaint event key features in combination with the classification level and the time influence level of the user complaint event, and matching a preset service strategy through the complaint event key features. According to the invention, for different complaint time and complaint clients, an effective differentiated complaint processing strategy is identified, and an accurate and efficient differentiated processing scheme can be provided.

Description

technical field [0001] The invention relates to the technical field of power system automation, in particular to a method and system for differentiated processing of customer complaint events. Background technique [0002] With the rapid development and wide application of information technology, power customers' expectations for power products and services are also rising, and higher standards and requirements are put forward for power supply services. Customer complaint management is facing new challenges. Therefore, under the new situation, how to carry out differentiated analysis of customer complaint behavior and reasons, and specify effective differentiated complaint handling strategies for different complaint times and customers has become a new challenge for power supply companies. It has important practical significance for forming a complaint early warning mechanism, improving the quality and efficiency of complaint handling, avoiding repeated complaints from custo...

Claims

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Application Information

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IPC IPC(8): G06F40/216G06F40/289G06F16/35G06F16/335G06K9/62G06Q50/26
CPCG06F40/216G06F16/35G06Q50/26G06F16/335G06F40/289G06F18/24155
Inventor 任婷林磊陈琳罗陆宁黄媚刘家学李艳罗建国练芯妤曹美群黄瑞珍魏桐黎怡均罗益会林思远付婷婷黄公跃陈辉方力谦赵峻莫屾严玉婷孙梦龙杨蕴琳
Owner SHENZHEN POWER SUPPLY BUREAU
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