A complaint filing method, computer readable storage medium and customer service system

Abstract

The present invention relates to the technical field of customer service systems, and more particularly to a complaint archiving method, a computer-readable storage medium, and a customer service system. The complaint archiving method, for complaints that have met the archiving conditions, first determines whether each complaint subject in the complaint content has been complained about multiple times in the recent period before performing the archiving operation to hide the complaint content. Archiving operations are allowed only for complaints with low repetitiveness of the complaint subject. High repetitiveness of the complaint subject means that the complaint subject needs to disclose the processing content of previous complaints, so that other users can obtain information such as the processing progress and processing methods of the complaint subject through completed complaints without filing new complaints. Therefore, the present invention does not allow archiving operations for such complaints with high repetitiveness of the complaint subject to avoid unnecessary consumption of archiving times.

Description

Technical Field

[0001] The present invention relates to the technical field of customer service systems, and in particular to a complaint archiving method, a computer-readable storage medium and a customer service system. The computer program stored in the computer-readable storage medium can implement the above method when executed by a processor. Background Art

[0002] In the current customer service system, after the user complaint is handled and satisfactory feedback is received from the customer, the customer service can use the "archive" function to hide it. When the complaint is successfully archived, other users cannot access the complaint content through the client of the customer service system. The specific archiving management method is: when the complaint status is "completed", there will be an "archive" button below the complaint details, and the customer service can click the archive button to apply for archiving; after the customer service applies for archiving, the user will receive a text message reminder + a station reminder message notification, and the user will agree or refuse the archiving operation according to the message reminder. If the user agrees to archive, the archiving is successful; each resident enterprise has a limited number of archiving times, and each application for archiving consumes one archiving time; if the user refuses to archive, the archiving fails, and the resident enterprise is automatically returned one archiving time. However, since each subject has a large number of complaints, which complaints to archive and which not to archive are decided by the customer service, it is easy for the initial archiving times to be over-consumed, resulting in the problem that complaints that have archiving needs in the later stage cannot be archived due to lack of archiving times. Summary of the invention

[0003] The technical problem to be solved by the present invention is to provide a complaint filing method to avoid excessive consumption of filing times.

[0004] In order to achieve the above-mentioned purpose, the technical solution of the present invention includes the following steps: including an archiving step: for a complaint that has been processed, if an archiving request is received, determine whether the current archiving count of the subject that initiated the archiving request is greater than 0, and if the judgment result is yes, perform the following archiving operation on the complaint: hide the complaint content so that other users cannot access it; also include a pause archiving judgment step performed before the archiving operation: read the content of the complaint, and count the repetitive matches of multiple preset complaint targets from the read content. If the repetitive match count results of each complaint target have not exceeded the preset level within the past preset time period, then continue to execute the archiving operation.

[0005] Furthermore, the subject matter of the complaint includes two or more of the complainant, the respondent, the object of the complaint, and the service of the respondent.

[0006] Furthermore, the subject of the complaint includes the complainant and the logistics process, and also includes a process follow-up step executed between the suspension and archiving judgment step and the archiving step, reading the logistics process. If the signed-for step is not executed in the read logistics process, the archiving operation is not allowed to be executed.

[0007] Furthermore, for the logistics process that has not executed the signed-for step, the update status of the logistics process information is monitored. If the logistics process still has not executed the signed-for step within the preset time period, an alarm for manual processing of complaint archiving is issued.

[0008] Furthermore, if the judgment result is that the number of filing times is greater than 0, the number of filing times of the subject is reduced by 1.

[0009] Furthermore, if in the suspended archiving judgment step, the repetitive matching count results of each complaint subject exceed the preset level, the currently consumed archiving times will be returned and the archiving times of the subject will be increased by 1.

[0010] In a second aspect, a computer-readable storage medium is also provided, which stores a computer program, and when the computer program is executed by a processor, the above-mentioned complaint filing method can be implemented.

[0011] On the third aspect, a customer service system is also provided, including a user terminal, a customer service terminal and a processor; the user terminal includes a complaint editing module for generating complaint information according to the user's input operation, a query module for displaying complaint information according to the user's query operation, and a user communication module for communicating with the customer service terminal; the customer service terminal includes a complaint processing module for processing complaint information submitted by the user terminal and a customer service communication module for communicating with the user terminal; and also includes the above-mentioned computer-readable storage medium, and the computer program on the computer-readable storage medium can be executed by the processor.

[0012] Beneficial effect: In complaint archiving, for complaints that have met the archiving conditions, before performing the archiving operation to hide the content of the complaint, first determine whether each complaint subject in the complaint content has been complained about multiple times in the recent period. Only when the repetitiveness of a complaint subject is low, the archiving operation is allowed. If the complaint subject has been complained about multiple times in the recent period, it means that the complaint subject has an impact on multiple users and has not yet been resolved. For example, if the complaint content is that the delivery progress of a certain product is too slow or there are process problems with the customer service program, the complaint subjects of these complaints have a high repetitiveness, and it is even more necessary to make the processing content of the previous complaints public, so that other users can obtain information such as the processing progress and processing methods of the complaint subject through the completed complaints, without having to file a new complaint. Therefore, the present invention does not allow archiving operations for such complaints with high repetitiveness of complaint subjects, so as to avoid unnecessary consumption of archiving times. BRIEF DESCRIPTION OF THE DRAWINGS

[0013] In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the drawings required for describing the embodiments are briefly introduced below.

[0014] Figure 1 It is a flow chart of the complaint filing method of the present invention. DETAILED DESCRIPTION

[0015] In order to enable those skilled in the art to better understand the scheme of the present invention, the technical scheme in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0016] This embodiment provides a customer service system, which includes a processor, a user terminal and a customer service terminal that communicate with each other. The user of the user terminal is a user, that is, a consumer. The user terminal includes a complaint editing module for generating complaint information according to the user's input operation, a query module for displaying complaint information according to the user's query operation, and a user communication module for communicating with the customer service terminal. The user of the customer service terminal is a settled enterprise. The customer service terminal includes a complaint processing module for processing the complaint information submitted by the user terminal and a customer service communication module for communicating with the user terminal. The processor of the customer service system organizes the complaints of consumers against the settled enterprises and directly transfers the complaint information to the settled enterprise backstage, so that the settled enterprises can see the complaint content in time and process it.

[0017] The user initiates a complaint on the complaint interface of the user terminal, and fills in the basic information of the complaint, such as the complaint title, complaint details, complaint object, complaint problem, and complaint appeal. The user can also fill in the complainant information, order-related information and other complaint completion information in the complaint. The management backend of the customer service system reviews the complaint, and handles the complaint information by [rejecting] or [approving]. If the review is passed, it will be classified into the complaint list and sent to the relevant settled enterprises. The settled enterprises receive the complaint information at the customer service terminal, and the settled enterprises process the complaint information. They can [follow up], [return], [remark], and [upload results] on the complaint, and upload the processing results of the complaint to the management backend of the customer service system. The management backend of the customer service system reviews the results uploaded by the settled enterprises and [approves] them, and sends the processing results of the settled enterprises to the user who initiated the complaint. The user confirms that the complaint is completed, selects [End Complaint], submits the end of the complaint information and makes a service evaluation. The complaint process is completed.

[0018] The system also includes a computer-readable storage medium interconnected with the processor, wherein a computer program is stored on the computer-readable storage medium, and when the computer program is executed by the processor, the following is implemented: Figure 1 The complaint filing method shown mainly includes the following filing steps and a filing suspension judgment step performed in the filing steps.

[0019] Archiving step: For complaints that have been processed, if an archiving request is received, determine whether the current archiving count of the subject that initiated the archiving request is greater than 0. If the judgment result is that the archiving count is greater than 0, the archiving count of the subject is reduced by 1, and the archiving operation is performed: hide the complaint content so that other users cannot access it.

[0020] When the complaint status is "completed", the resident enterprise can apply for complaint archiving to hide the complaint. In other embodiments, the resident enterprise can use the "archive" function only after the user complaint is resolved by the resident enterprise and the user gives a satisfactory feedback on the resident enterprise's handling results, such as a favorable comment. When the complaint is successfully archived, other users cannot access the complaint content through the customer service system or other portals.

[0021] Among them, each settled enterprise has a limited number of filing times. Each filing application will consume one filing time. If the user refuses to file, the filing time will be returned. Specifically, after the settled enterprise opens the customer service system, it will automatically obtain a filing time quota of 5 times / month; the filing time can be continuously increased by completing the "filing task". After the task of the month is completed, the filing time reward can be obtained in the next month; if the settled enterprise has multiple brands, multiple filing times will be rewarded. The filing time is valid for the current month, that is, it will be automatically reset every month, and the unused filing times of the previous month will not be accumulated to the next month.

[0022] The archiving tasks are described as follows.

[0023] 1. User positive reviews ≥ 5 times. User positive reviews refer to 5-star reviews given by users. If the task requires 1 archive for every 3 positive reviews, when a user has 9 5-star reviews, he or she can get 3 archives;

[0024] 2. Complaint handling rate ≥ 95%. The handling rate refers to whether the status is marked as "completed" within 30 natural days from the time the complaint is initiated. Both completed and unresolved complaints are counted. The number of completed complaints / total complaints is the handling rate.

[0025] 3. The average time taken to complete a complaint is ≤ 2 days. The completion time is calculated from the time the complaint is initiated to the time the complaint is marked as completed, taking the average time of all complaints. If the complaint handling time exceeds 7 days, it will be calculated as 7 days.

[0026] 4. Response time refers to the time from the time the complaint is initiated to the time when the settled enterprise first uploads the processing progress (including follow-up and complaint handling). The average time of all complaints is taken. If the response time exceeds 7 days, it will be calculated as 7 days.

[0027] The complaint archiving method of this embodiment also includes a pause archiving judgment step performed before the archiving operation: reading the content of the complaint, and performing repetitive matching counts on multiple preset complaint targets from the read content. If the repetitive matching count results of each complaint target have not exceeded a preset level within a preset time period, the archiving operation will continue to be performed.

[0028] The subject of the complaint includes the complainant, the person complained against, the object of the complaint and the service of the object of the complaint. The specific content of the subject of the complaint is obtained from the historical complaint data through the existing text recognition algorithm and feature extraction model.

[0029] For example, the subject of the complaint includes the complainant and the logistics process, as well as the process follow-up steps executed between the suspension and archiving judgment steps and the archiving steps. The logistics process is read. If the signed-for step is not executed in the read logistics process, the archiving operation is not allowed. For the logistics process that has not executed the signed-for step, the update of the logistics process information is monitored. If the logistics process still has not executed the signed-for step within the preset time period, a complaint archiving manual processing alarm is issued.

[0030] If, in the suspended archiving judgment step, the repetitive matching count results of each complaint subject exceed the preset level, the currently consumed archiving times will be returned, and the archiving times of the subject will be increased by 1. After the settled enterprise applies for archiving, if the user does not perform any operation, it will be automatically regarded as a failed archiving after 7 days, and the corresponding archiving times will be returned.

[0031] In complaint archiving, for complaints that have met the archiving conditions, before performing the archiving operation to hide the content of the complaint, first determine whether each complaint subject in the complaint content has been complained about multiple times in the recent period. Only when the repetitiveness of a complaint subject is low, the archiving operation is allowed. If the complaint subject has been complained about multiple times in the recent period, it means that the complaint subject has an impact on multiple users and has not yet been resolved. For example, if the complaint content is that the delivery progress of a certain product is too slow or there are process problems with the customer service program, the complaint subjects of these complaints have a high repetitiveness, and it is even more necessary to make the processing content of the previous complaints public, so that other users can obtain information such as the processing progress and processing methods of the complaint subject through the completed complaints, without having to file a new complaint. Therefore, the present invention does not allow archiving operations for such complaints with high repetitiveness of complaint subjects to avoid unnecessary consumption of archiving times.

[0032] This embodiment implements the above-mentioned complaint filing method through a computer program, and the computer program is stored in a computer-readable storage medium for execution by a computer processor to implement the above-mentioned complaint filing method. The customer service system embodiment described above is only schematic, wherein the modules described as separate components may or may not be physically separated, and the components displayed as modules may or may not be physical modules, that is, they may be located in one place, or they may be distributed on multiple network modules. Some or all of the modules may be selected according to actual needs to achieve the purpose of the scheme of this embodiment. Ordinary technicians in this field can understand and implement it without paying creative labor.

[0033] Finally, it should be noted that the complaint filing method disclosed in the embodiment of the present invention only discloses a preferred embodiment of the present invention, which is only used to illustrate the technical solution of the present invention, rather than to limit it. Although the present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that the technical solutions described in the aforementioned embodiments can still be modified, or some of the technical features therein can be replaced by equivalents. However, these modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims

1. A method for filing complaints, wherein the customer service system transfers the complaint information of consumers against the settled enterprises to the settled enterprises' backstage, the settled enterprises handle the complaints, and upload the handling results of the complaints to the management backstage of the customer service system, and the management backstage of the customer service system delivers the handling results of the settled enterprises to the consumers who initiated the complaints, and the consumers confirm that the complaint handling is completed; the method is characterized in that: The method includes an archiving step: for a complaint that has been processed, if an archiving request is received, it is determined whether the current archiving count of the entity that initiated the archiving request is greater than 0. If the judgment result is yes, the following archiving operation is performed on the complaint: the complaint content is hidden so that other users cannot access it; and the method also includes a pause archiving judgment step performed before the archiving operation: the content of the complaint is read, and a repetitive matching count is performed on multiple preset complaint targets from the read content. If the repetitive matching count results of each complaint target do not exceed the preset level within the past preset time period, that is, the repetitiveness of the complaint target is low, then the archiving operation of the processed complaint will be continued. If the repetitiveness of the complaint target is high, the archiving operation of the processed complaint will not be allowed to avoid consuming the archiving times.

2. The complaint filing method according to claim 1, characterized in that: The subject matter of the complaint includes two or more of the complainant, the respondent, the object of the complaint, and the service of the respondent.

3. The complaint filing method according to claim 1 or 2, characterized in that: The subject of the complaint includes the complainant and the logistics process, and also includes the process follow-up step executed between the suspension and archiving judgment step and the archiving step. The logistics process is read. If the signed-for step is not executed in the read logistics process, the archiving operation is not allowed to be executed.

4. The complaint filing method according to claim 3, characterized in that: For the logistics process that has not executed the signed-for step, monitor the update of the logistics process information. If the logistics process still has not executed the signed-for step within the preset time period, issue a complaint archiving manual processing alarm.

5. The complaint filing method according to claim 1, characterized in that: If the judgment result is that the number of archives is greater than 0, the number of archives of the subject is reduced by 1.

6. The complaint filing method according to claim 5, characterized in that: If, during the archiving suspension judgment step, the repetitive matching count results of each complaint subject exceed the preset level, the currently consumed archiving times will be returned and the archiving times of the subject will be increased by 1.

7. A computer-readable storage medium storing a computer program, characterized in that: When the computer program is executed by a processor, it is capable of implementing the complaint filing method as described in any one of claims 1 to 6.

8. A customer service system, comprising a user terminal, a customer service terminal and a processor; the user terminal comprises a complaint editing module for generating complaint information according to a user's input operation, a query module for displaying complaint information according to a user's query operation, and a user communication module for communicating with the customer service terminal; the customer service terminal comprises a complaint processing module for processing complaint information submitted by the user terminal and a customer service communication module for communicating with the user terminal, characterized in that: Also included is a computer-readable storage medium as claimed in claim 7, wherein the computer program on the computer-readable storage medium can be executed by a processor.

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