Customer service management system based on wireless signal transmission

Abstract

The invention discloses a customer service management system based on wireless signal transmission, and relates to the technical field of customer service management. Comprising a client, a mobile device capable of realizing remote wireless communication of the client, a server, a database and a server, the server is responsible for receiving and processing requests sent by the client and returning processing results to the client, and the database is used for storing all client information, service requests and processing records. The wireless communication mode between the client and the server can be operator communication based on Telecom, Mobile and Unicom, and can also be network communication, and the client is a smart phone or a tablet personal computer. According to the invention, through the server connected with the client, on one hand, the client can respond to the service demand in time, and then the server carries out service demand matching, so that the demand feedback and demand processing of the client can be timely, and the customer satisfaction can be greatly increased; therefore, the data plasticity is ensured.

Description

Technical Field

[0001] The present invention relates to the technical field of customer service management, and in particular to a customer service management system based on wireless signal transmission. Background Art

[0002] With the increasing national energy conservation and emission reduction requirements in recent years, the concept of paperless office has been accepted by more and more people, and has become increasingly mature and popularized. However, in many existing corporate work, due to the complexity of office management information, paper office is still often used, and the work efficiency is low.

[0003] In order to solve the above problems, after searching, the patent with Chinese patent publication number CN107301530A discloses an enterprise customer service management system and method, including a customer management server and a business employee client; the customer management server includes a sales management module, a contract management module, a financial management module and an after-sales management module; the business employee client includes a customer entry module, a contract entry module, a contract query module, a financial query module and an after-sales feedback module; the method is interactively executed by the customer management server and the business employee client.

[0004] The above patent has the following deficiencies: when a customer needs service, there is no way to quickly provide feedback via wireless transmission, and the system is also unable to quickly match service personnel based on customer service, which reduces customer satisfaction. Summary of the invention

[0005] The purpose of the present invention is to solve the shortcomings of the prior art and to propose a customer service management system based on wireless signal transmission.

[0006] In order to achieve the above object, the present invention adopts the following technical solutions:

[0007] A customer service management system based on wireless signal transmission, comprising:

[0008] Client, a mobile device that the client can remotely communicate wirelessly;

[0009] The server is responsible for receiving and processing requests sent by the client and returning the processing results to the client;

[0010] Database that stores all customer information, service requests and processing records.

[0011] Preferably, the wireless communication method between the client and the server can be operator communication based on China Telecom, China Mobile, China Unicom, or network communication.

[0012] Preferably, the client is a smart phone or a tablet computer.

[0013] Preferably: the working logic of the customer service management system includes the following steps:

[0014] S1: Users can send requests to the server through the client;

[0015] S2: The server collects service information;

[0016] S3: The server matches the corresponding service personnel according to the service information and feeds back the processing status to the client;

[0017] S4: Service personnel handle and serve customer needs;

[0018] S5: After solving the customer's needs, the customer can actively close the service demand window and provide evaluation and feedback on the service;

[0019] S6: The server packages the request record, processing record, and feedback record of this service and saves them in the database.

[0020] Preferably: in the step S2, the service information includes basic customer information, requested service time information, requested service location information, and requested service content information.

[0021] Preferably: in the step S2, the basic customer information includes the customer's name, customer's gender, and customer's contact information.

[0022] Preferably: in the step S3, the method for matching service personnel with customer needs comprises the following steps:

[0023] S31: Classify the service contents into types, namely M=M1, M2, ..., M n n types of services;

[0024] S32: Number the service personnel Q i , and establish a set of service types that each service staff can provide, namely Q i Contains one or more M i ;

[0025] S32: dividing the depth of proficiency of each service type that the service personnel are proficient in in the form of percentage (0%-100%);

[0026] S33: When the server obtains the service content required by the client, the corresponding service type includes M′=M a , M b , M c Where M′∈M;

[0027] S34: searching for personnel who can provide all service types of the customer in the set of service types that the service personnel can provide, and calculating the matching degree;

[0028] S35: Match the service personnel with the largest calculated value with the customer.

[0029] Preferably: in the step S34, the calculation is performed according to the formula Among them, H a , H b , H c The service personnel are respectively a , M b , M c The level of expertise in the type of service.

[0030] Preferably: in said S34, the calculation is performed according to the formula Among them, H a , H b , H c The service personnel are respectively a , M b , M c The proficiency of the service type, i is the number of service types.

[0031] The beneficial effects of the present invention are:

[0032] 1. The present invention is provided with a server connected to the client. On the one hand, the customer can immediately respond to the service demand, and then the server matches the service demand, so that the feedback and processing of the customer's demand can be more timely, thereby greatly increasing customer satisfaction.

[0033] 2. The present invention saves the overall data in a database, which includes service records and information, so as to ensure the plasticity of the data. After the service is completed, users can also make evaluations and feedback to improve the effect of the service.

[0034] 3. The present invention can ensure the professionalism of the service and further improve the service satisfaction by matching the service personnel with the service types required by the customers. BRIEF DESCRIPTION OF THE DRAWINGS

[0035] Figure 1 A schematic diagram of the system architecture of a customer service management system based on wireless signal transmission proposed by the present invention. DETAILED DESCRIPTION

[0036] The technical solution of this patent is further described in detail below in conjunction with specific implementation methods.

[0037] In the description of this patent, it should be noted that, unless otherwise clearly specified and limited, the terms "installed", "connected", "connected", and "set" should be understood in a broad sense, for example, it can be fixedly connected or set, or it can be detachably connected or set, or connected or set in one piece. For ordinary technicians in this field, the specific meanings of the above terms in this patent can be understood according to specific circumstances.

[0038] Embodiment 1:

[0039] A customer service management system based on wireless signal transmission, comprising:

[0040] Client, a mobile device that the client can remotely communicate wirelessly;

[0041] The server is responsible for receiving and processing requests sent by the client and returning the processing results to the client;

[0042] Database that stores all customer information, service requests and processing records.

[0043] The wireless communication method between the client and the server can be operator communication based on China Telecom, China Mobile, China Unicom, or network communication.

[0044] The client is a smart phone or a tablet computer.

[0045] The working logic of the customer service management system includes the following steps:

[0046] S1: Users can send requests to the server through the client;

[0047] S2: The server collects service information;

[0048] S3: The server matches the corresponding service personnel according to the service information and feeds back the processing status to the client;

[0049] S4: Service personnel handle and serve customer needs;

[0050] S5: After solving the customer's needs, the customer can actively close the service demand window and provide evaluation and feedback on the service;

[0051] S6: The server packages the request record, processing record, and feedback record of this service and saves them in the database.

[0052] In this embodiment, by setting up a server connected to the client, on the one hand, the customer can immediately respond to the service demand, and then the server will match the service demand, so that the customer's demand feedback and demand processing can be more timely, which can greatly increase customer satisfaction.

[0053] In addition, by saving the overall data in a database, including service records and information, the plasticity of the data is guaranteed. After the service is completed, users can also evaluate and provide feedback to improve the effectiveness of the service.

[0054] Embodiment 2:

[0055] A customer service management system based on wireless signal transmission, comprising:

[0056] Client, a mobile device that the client can remotely communicate wirelessly;

[0057] The server is responsible for receiving and processing requests sent by the client and returning the processing results to the client;

[0058] Database that stores all customer information, service requests and processing records.

[0059] The wireless communication method between the client and the server can be operator communication based on China Telecom, China Mobile, China Unicom, or network communication.

[0060] The client is a smart phone or a tablet computer.

[0061] The working logic of the customer service management system includes the following steps:

[0062] S1: Users can send requests to the server through the client;

[0063] S2: The server collects service information;

[0064] S3: The server matches the corresponding service personnel according to the service information and feeds back the processing status to the client;

[0065] S4: Service personnel handle and serve customer needs;

[0066] S5: After solving the customer's needs, the customer can actively close the service demand window and provide evaluation and feedback on the service;

[0067] S6: The server packages the request record, processing record, and feedback record of this service and saves them in the database.

[0068] In the step S2, the service information includes basic customer information, requested service time information, requested service location information, and requested service content information.

[0069] In the step S2, the basic customer information includes the customer's name, customer's gender, and customer's contact information.

[0070] Embodiment 3:

[0071] A customer service management system based on wireless signal transmission, comprising:

[0072] Client, a mobile device that the client can remotely communicate wirelessly;

[0073] The server is responsible for receiving and processing requests sent by the client and returning the processing results to the client;

[0074] Database that stores all customer information, service requests and processing records.

[0075] The wireless communication method between the client and the server can be operator communication based on China Telecom, China Mobile, China Unicom, or network communication.

[0076] The client is a smart phone or a tablet computer.

[0077] The working logic of the customer service management system includes the following steps:

[0078] S1: Users can send requests to the server through the client;

[0079] S2: The server collects service information;

[0080] S3: The server matches the corresponding service personnel according to the service information and feeds back the processing status to the client;

[0081] S4: Service personnel handle and serve customer needs;

[0082] S5: After solving the customer's needs, the customer can actively close the service demand window and provide evaluation and feedback on the service;

[0083] S6: The server packages the request record, processing record, and feedback record of this service and saves them in the database.

[0084] In the step S2, the service information includes basic customer information, requested service time information, requested service location information, and requested service content information.

[0085] In the step S2, the basic customer information includes the customer's name, customer's gender, and customer's contact information.

[0086] In the step S3, the method for matching service personnel with customer needs includes the following steps:

[0087] S31: Classify the service contents into types, namely M=M1, M2, ..., M n n types of services;

[0088] S32: Number the service personnel Q i, and establish a set of service types that each service staff can provide, namely Q i Contains one or more M i ;

[0089] S32: dividing the depth of proficiency of each service type that the service personnel are proficient in in the form of percentage (0%-100%);

[0090] S33: When the server obtains the service content required by the client, the corresponding service type includes M′=M a , M b , M c Where M′∈M;

[0091] S34: searching for personnel who can provide all service types of the customer in the set of service types that the service personnel can provide, and calculating the matching degree;

[0092] S35: Match the service personnel with the largest calculated value with the customer.

[0093] In the step S34, the calculation is performed according to the formula Among them, H a , H b , H c The service personnel are respectively a , M b , M c The level of expertise in the type of service.

[0094] In this embodiment, by matching the service personnel with the service types required by the customers, the professionalism of the service can be guaranteed and the service satisfaction can be further improved.

[0095] Embodiment 4:

[0096] A customer service management system based on wireless signal transmission, comprising:

[0097] Client, a mobile device that the client can remotely communicate wirelessly;

[0098] The server is responsible for receiving and processing requests sent by the client and returning the processing results to the client;

[0099] Database that stores all customer information, service requests and processing records.

[0100] The wireless communication method between the client and the server can be operator communication based on China Telecom, China Mobile, China Unicom, or network communication.

[0101] The client is a smart phone or a tablet computer.

[0102] The working logic of the customer service management system includes the following steps:

[0103] S1: Users can send requests to the server through the client;

[0104] S2: The server collects service information;

[0105] S3: The server matches the corresponding service personnel according to the service information and feeds back the processing status to the client;

[0106] S4: Service personnel handle and serve customer needs;

[0107] S5: After solving the customer's needs, the customer can actively close the service demand window and provide evaluation and feedback on the service;

[0108] S6: The server packages the request record, processing record, and feedback record of this service and saves them in the database.

[0109] In the step S2, the service information includes basic customer information, requested service time information, requested service location information, and requested service content information.

[0110] In the step S2, the basic customer information includes the customer's name, customer's gender, and customer's contact information.

[0111] In the step S3, the method for matching service personnel with customer needs includes the following steps:

[0112] S31: Classify the service contents into types, namely M=M1, M2, ..., M n n types of services;

[0113] S32: Number the service personnel Q i , and establish a set of service types that each service staff can provide, namely Q i Contains one or more M i ;

[0114] S32: dividing the depth of proficiency of each service type that the service personnel are proficient in in the form of percentage (0%-100%);

[0115] S33: When the server obtains the service content required by the client, the corresponding service type includes M′=M a , M b , M c Where M′∈M;

[0116] S34: searching for personnel who can provide all service types of the customer in the set of service types that the service personnel can provide, and calculating the matching degree;

[0117] S35: Match the service personnel with the largest calculated value with the customer.

[0118] In S34, the calculation is performed according to the formula Among them, H a , H b , H c The service personnel are respectively a , M b , M c The proficiency of the service type, i is the number of service types.

[0119] The above description is only a preferred specific implementation manner of the present invention, but the protection scope of the present invention is not limited thereto. Any technician familiar with the technical field can make equivalent replacements or changes according to the technical scheme and inventive concept of the present invention within the technical scope disclosed by the present invention, which should be covered by the protection scope of the present invention.

Claims

1. A customer service management system based on wireless signal transmission, characterized in that: include: Client, a mobile device that the client can remotely communicate wirelessly; The server is responsible for receiving and processing requests sent by the client and returning the processing results to the client; Database that stores all customer information, service requests and processing records.

2. A customer service management system based on wireless signal transmission according to claim 1, characterized in that: The wireless communication method between the client and the server can be operator communication based on China Telecom, China Mobile, China Unicom, or network communication.

3. A customer service management system based on wireless signal transmission according to claim 2, characterized in that: The client is a smart phone or a tablet computer.

4. A customer service management system based on wireless signal transmission according to any one of claims 1 to 3, characterized in that: The working logic of the customer service management system includes the following steps: S1: Users can send requests to the server through the client; S2: The server collects service information; S3: The server matches the corresponding service personnel according to the service information and feeds back the processing status to the client; S4: Service personnel handle and serve customer needs; S5: After solving the customer's needs, the customer can actively close the service demand window and provide evaluation and feedback on the service; S6: The server packages the request record, processing record, and feedback record of this service and saves them in the database.

5. A customer service management system based on wireless signal transmission according to claim 4, characterized in that: In the step S2, the service information includes basic customer information, requested service time information, requested service location information, and requested service content information.

6. A customer service management system based on wireless signal transmission according to claim 5, characterized in that: In the step S2, the basic customer information includes the customer's name, customer's gender, and customer's contact information.

7. A customer service management system based on wireless signal transmission according to claim 4, characterized in that: In the step S3, the method for matching service personnel with customer needs includes the following steps: S31: Classify the service contents into types, namely M=M1, M2, ..., M n n types of services; S32: Number the service personnel Q i , and establish a set of service types that each service personnel can provide, namely Q i Contains one or more M i ; S32: dividing the depth of proficiency of each service type that the service personnel are proficient in in the form of percentage (0%-100%); S33: When the server obtains the service content required by the client, the corresponding service type includes M′=M a , M b , M c Where M′∈M; S34: searching for personnel who can provide all service types of the customer in the set of service types that the service personnel can provide, and calculating the matching degree; S35: Match the service personnel with the largest calculated value with the customer.

8. A customer service management system based on wireless signal transmission according to claim 7, characterized in that: In step S34, the calculation is performed according to the formula Among them, H a , H b , H c The service personnel are respectively a , M b , M c The level of expertise in the type of service.

9. A customer service management system based on wireless signal transmission according to claim 7, characterized in that: In S34, the calculation is performed according to the formula Among them, H a , H b , H c The service personnel are respectively a , M b , M c The proficiency of the service type, i is the number of service types.

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