Customer complaint problem processing method and system based on real-time information

Abstract

The invention discloses a customer complaint problem processing method and system based on real-time information, and the method specifically comprises the following steps: S1, collecting complaint data of a customer for an apartment in real time based on a data collection module, the complaint data comprising daily complaints, online complaints and historical complaints; s2, presetting three types of customer complaint levels of A type, B type and C type and corresponding complaint processing responsible persons, and establishing a classification model module to automatically perform key information character extraction and classification on the received customer complaint information. The invention belongs to the technical field of customer complaint problem processing, and aims to solve the problems that the acquisition process of customer complaint information is too slow and the complaint problem processing flow is tedious and complex in the prior art. The technical effects are that multi-channel customer complaint information can be collected in real time, the cause of the problem can be quickly positioned, and corresponding processing can be realized according to the current category state of the customer complaint and the preset circulation rule, so that the processing time can be shortened.

Description

Technical Field

[0001] The present invention relates to the technical field of customer complaint processing, and in particular to a customer complaint processing method and system based on real-time information. Background Art

[0002] Apartment managers are responsible for the daily operation and management of the store. They are professionals who are mainly responsible for the daily operation and management of the apartment and customer service. Their duties cover many aspects from customer reception and check-in to rental information release and resident needs processing. At the same time, apartment managers play a key role in customer reception. They need to handle check-in procedures for new tenants and provide necessary services and support for tenants who are moving out. In addition, if a customer complains about dissatisfaction with the product or service, the apartment manager must also resolve the resident's complaint to improve the resident's satisfaction and living experience.

[0003] In most traditional customer complaint handling processes, the process of collecting customer complaint information is too slow, and there is a lack of clear standards for the length of time required to handle complaints, making the complaint process cumbersome and complicated. As a result, the process from customer complaints to final problem resolution often takes too long. The long waiting period not only exacerbates customer dissatisfaction, but may also make originally simple problems complicated due to delays. Therefore, we propose a customer complaint handling method and system based on real-time information, aiming to improve customer service efficiency, quickly respond to and resolve customer problems, and improve customer satisfaction. Summary of the invention

[0004] To this end, the present invention provides a customer complaint processing method and system based on real-time information to solve the above-mentioned problems in the prior art.

[0005] In order to achieve the above object, the present invention provides the following technical solutions:

[0006] According to a first aspect of the present invention, a method for handling customer complaints based on real-time information specifically comprises the following steps:

[0007] S1: Based on the data collection module, customers’ complaint data about the apartment are collected in real time, including daily complaints, online complaints and historical complaints;

[0008] S2: Preset three customer complaint levels, A, B and C, and the corresponding complaint handling persons, and establish a classification model module to automatically extract and classify key information from received customer complaint information, accurately match and determine the first-level status according to the specific content and urgency of the customer complaint information;

[0009] S3: Transfer the customer complaint data to the corresponding person in charge according to the primary status of the customer complaint;

[0010] S4: Monitor the time limit T for the person in charge to handle the customer complaint, and determine the secondary status of the customer complaint based on the length of the time limit T;

[0011] S5: Follow up the handling results of the responsible person, confirm the handling results, and arrange a telephone return visit within 12 hours to 24 hours;

[0012] S6: Determine customer satisfaction based on the content of the telephone follow-up. If the customer is satisfied and does not need to solve the problem again, the work order is closed. If the customer needs to solve the problem again, the customer complaint category is automatically upgraded, the third-level status of the customer complaint is determined, and S2 is executed again for processing;

[0013] The data collection module in S1 includes a real-time collection module, a user input module and a retrieval module. The real-time collection module can collect and access the real-time status information of the online multi-channel related complaint platform in real time. The user input module facilitates store managers to report daily customer complaints and ensure that all complaint information received through different channels can be fully recorded. The retrieval module can extract historical complaint records and processing results to provide a basis for subsequent customer complaint classification.

[0014] Furthermore, the daily complaints are complaints made directly to stores, and online complaints include complaints made on relevant complaint platforms by phone, text, pictures and videos.

[0015] Furthermore, the Class A customer complaints are urgent and important customer complaints, the Class B customer complaints are general customer complaints, and the Class C customer complaints are minor customer complaints.

[0016] Furthermore, when the first-level status is Class A, the system will automatically transfer it directly to the first person in charge of the store and copy it to higher-level leaders to ensure that the problem is handled quickly;

[0017] When the first-level status is Class B, the system will transfer it to the first person in charge of the store for processing, and copy it to the city operations director to monitor the processing progress;

[0018] When the first-level status is Class C, the system can automatically process and transfer it to grassroots customer service personnel for processing.

[0019] Furthermore, the aging time T includes response aging time T1 and processing aging time T2.

[0020] Furthermore, if the response time for a Class C customer complaint is T1 C ≤1H, treatment time T2 C If the time is less than 24 hours, the customer complaint is considered to be handled successfully. Otherwise, the C-type customer complaint will be automatically upgraded to B-type customer complaint, and the secondary status of the customer complaint will be determined to be B-type customer complaint.

[0021] If the response time for a Class B customer complaint is T1B ≤1H, treatment time T2 B If the time is less than 12 hours, the customer complaint is considered to be handled successfully. Otherwise, the Class B customer complaint will be automatically upgraded to Class A customer complaint, and the secondary status of the customer complaint will be Class A customer complaint.

[0022] If the response time for a Class A customer complaint is T1 A ≤1H, treatment time T2 A If the complaint is less than 6 hours, the complaint is considered to be handled. Otherwise, the person in charge will be reminded to handle it again, and the secondary status of the complaint is determined to be Class A.

[0023] On the other hand, the present invention also provides a system for implementing the above-mentioned customer complaint handling method based on real-time information:

[0024] Furthermore, the system includes a data collection module, a classification model module, a trigger module, a progress module and a follow-up module, and the data collection module includes a real-time collection module, a user input module and a retrieval module;

[0025] The classification model module is based on natural language processing technology and decision tree-machine learning algorithm model, which can perform semantic analysis on customer information and quickly locate the cause of the problem and evaluate the category of customer complaints by combining the company's historical customer complaint data and knowledge base;

[0026] The trigger module includes a management module, which is used to send customer complaint information to the management module according to the current status of the customer complaint and the preset flow rules, so that the management module can assign the customer complaint information to the corresponding person in charge for processing.

[0027] Further, the follow-up module is connected to the trigger module and the progress module respectively;

[0028] The progress module is used to track the progress of handling customer complaints, including the current status, handling time and handling results of the customer complaints.

[0029] Furthermore, the follow-up module is used to return the customer complaints after they are processed, collect feedback information, and ensure that the customer complaints are resolved in a timely manner and meet customer needs.

[0030] The present invention has the following advantages:

[0031] 1. Through the classification model module and trigger module, it is possible to collect customer complaint information from multiple channels in real time, quickly locate the cause of the problem, clearly define the complaint category, and send the customer complaint information to the management module based on the current category status of the customer complaint and the preset flow rules, so that the management module can assign the complaint information to the corresponding person in charge for processing, and implement corresponding processing according to the category, thereby simplifying and optimizing the complaint process and shortening the processing time. BRIEF DESCRIPTION OF THE DRAWINGS

[0032] Figure 1 A flowchart of a customer complaint handling method and system based on real-time information provided in some embodiments of the present invention.

[0033] Figure 2 A module diagram of a customer complaint handling method and system based on real-time information provided in some embodiments of the present invention. DETAILED DESCRIPTION

[0034] The following is a description of the implementation of the present invention by specific embodiments. People familiar with the art can easily understand other advantages and effects of the present invention from the contents disclosed in this specification. Obviously, the described embodiments are 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.

[0035] Example 1

[0036] like Figure 1 to Figure 2 As shown, a customer complaint processing method and system based on real-time information in an embodiment of the first aspect of the present invention includes a data collection module, a classification model module, a trigger module, a progress module and a follow-up module;

[0037] The trigger module is connected to the management module, and the follow-up module is connected to the trigger module and the progress module respectively;

[0038] The specific processing method includes the following steps:

[0039] S1: Based on the data collection module, customers’ complaint data about the apartment are collected in real time, including daily complaints, online complaints and historical complaints. Daily complaints are made directly to the store, and online complaints include complaints made on relevant complaint platforms by phone, text, pictures and videos.

[0040] The data collection module includes a real-time collection module, a user input module, and a retrieval module. The real-time collection module can collect and access the real-time status information of the online multi-channel related complaint platform in real time. The access to the real-time status information of the multi-channel complaint platform ensures the comprehensiveness and timeliness of the subsequent processing of customer complaint information; the user input module facilitates store managers to report daily customer complaints to classify and handle subsequent customer complaints, ensuring that all complaint information received through different channels can be fully recorded; the retrieval module can extract historical complaint records and processing results, providing a basis for subsequent customer complaint classification, and at the same time can understand the customer's background and previous interactions, so as to provide more personalized and effective services;

[0041] S2: Preset three levels of customer complaints: A, B and C, and establish a classification model module to automatically extract and classify key information from received customer complaint information, accurately match and determine the first-level status based on the specific content and urgency of the customer complaint information;

[0042] Among them, Class A customer complaints are urgent and important customer complaints, Class B customer complaints are general customer complaints, and Class C customer complaints are minor customer complaints;

[0043] When the first-level status is Class A, the system will automatically transfer it directly to the first person in charge of the store and copy it to higher-level leaders to ensure that the problem is handled quickly;

[0044] When the first-level status is Class B, the system will transfer it to the first person in charge of the store for processing, and copy it to the city operations director to monitor the processing progress;

[0045] When the first-level status is Class C, the system can automatically process and transfer it to grassroots customer service personnel for processing.

[0046] The classification model module is based on natural language processing technology and decision tree-machine learning algorithm model. It can perform semantic analysis on keywords in customer complaint information, and combine the company's historical customer complaint data and knowledge base to quickly locate the cause of the problem and evaluate the category of customer complaints. At the same time, it clearly defines the complaint category and implements corresponding processing according to the category, thereby simplifying the complaint process and shortening the processing time.

[0047] S3: The customer complaint data is transferred to the corresponding person in charge according to the primary status of the customer complaint;

[0048] The trigger module includes a management module, which is used to send customer complaint information to the management module according to the current status of the customer complaint and the preset flow rules, so that the management module can assign it to the corresponding person in charge for processing.

[0049] S4: Monitor the time limit T for the person in charge to handle customer complaints, and determine the secondary status of the customer complaint based on the length of the time limit T, where the time limit T includes the response time limit T1 and the processing time limit T2;

[0050] If the response time for a Class C customer complaint is T1 C ≤1H, treatment time T2 C If the time is less than 24 hours, the customer complaint is considered to be handled successfully. Otherwise, the C-type customer complaint will be automatically upgraded to B-type customer complaint, and the secondary status of the customer complaint will be determined to be B-type customer complaint.

[0051] If the response time for a Class B customer complaint is T1 B ≤1H, treatment time T2 B If the time is less than 12 hours, the customer complaint is considered to be handled successfully. Otherwise, the Class B customer complaint will be automatically upgraded to Class A customer complaint, and the secondary status of the customer complaint will be Class A customer complaint.

[0052] If the response time for a Class A customer complaint is T1 A ≤1H, treatment time T2 A If the complaint is less than 6 hours, the complaint is considered to be handled. Otherwise, the person in charge will be reminded to handle it again, and the secondary status of the complaint is determined to be Class A.

[0053] S5: Follow up the handling results of the responsible person, confirm the handling results, and arrange a telephone return visit within 12 hours to 24 hours;

[0054] The progress module is used to track the progress of customer complaint handling, including the current status, handling time and handling results of the customer complaint, which helps to analyze the handling efficiency of customer complaints, thereby optimizing the handling process and improving the response speed;

[0055] S6: Determine customer satisfaction based on the content of the telephone follow-up. If the customer is satisfied and does not need to solve the problem again, the work order is closed. If the customer needs to solve the problem again, the customer complaint category is automatically upgraded, the third-level status of the customer complaint is determined, and S2 is executed again for processing;

[0056] The follow-up module is used to revisit customer complaints after they have been handled, collect feedback information, ensure that customer complaints are resolved in a timely manner and meet customer needs, optimize customer experience, and at the same time, restart the handling of customer complaints based on customer needs.

Claims

1. A method for handling customer complaints based on real-time information, characterized in that: The specific steps include: S1: Based on the data collection module, customers’ complaint data about the apartment are collected in real time, including daily complaints, online complaints and historical complaints; S2: Preset three customer complaint levels, A, B and C, and the corresponding complaint handling persons, and establish a classification model module to automatically extract and classify key information from received customer complaint information, accurately match and determine the first-level status according to the specific content and urgency of the customer complaint information; S3: Transfer the customer complaint data to the corresponding person in charge according to the primary status of the customer complaint; S4: Monitor the time limit T for the person in charge to handle the customer complaint, and determine the secondary status of the customer complaint based on the length of the time limit T; S5: Follow up the handling results of the responsible person, confirm the handling results, and arrange a telephone return visit within 12 hours to 24 hours; S6: Determine customer satisfaction based on the content of the telephone follow-up. If the customer is satisfied and does not need to solve the problem again, the work order is closed. If the customer needs to solve the problem again, the customer complaint category is automatically upgraded, the third-level status of the customer complaint is determined, and S2 is executed again for processing; The data collection module in S1 includes a real-time collection module, a user input module and a retrieval module. The real-time collection module can collect and access the real-time status information of the online multi-channel related complaint platform in real time. The user input module facilitates store managers to report daily customer complaints and ensure that all complaint information received through different channels can be fully recorded. The retrieval module can extract historical complaint records and processing results to provide a basis for subsequent customer complaint classification.

2. According to claim 1, a method for handling customer complaints based on real-time information is characterized in that: Daily complaints are complaints made directly to stores, and online complaints include complaints made on relevant complaint platforms by phone, text, pictures, and videos.

3. The method for handling customer complaints based on real-time information according to claim 1 is characterized in that: The Class A customer complaints are urgent and important customer complaints, Class B customer complaints are general customer complaints, and Class C customer complaints are minor customer complaints.

4. The method for handling customer complaints based on real-time information according to claim 1 is characterized in that: When the first-level status is Class A, the system will automatically transfer it directly to the first person in charge of the store and copy it to higher-level leaders to ensure that the problem is handled quickly; When the first-level status is Class B, the system will transfer it to the first person in charge of the store for processing, and copy it to the city operations director to monitor the processing progress; When the first-level status is Class C, the system can automatically process and transfer it to grassroots customer service personnel for processing.

5. The method for handling customer complaints based on real-time information according to claim 1 is characterized in that: The aging time T includes response aging time T1 and processing aging time T2.

6. A customer complaint handling method based on real-time information according to claim 5, characterized in that: If the response time for a Class C customer complaint is T1 C ≤1H, treatment time T2 C If the time is less than 24 hours, the customer complaint is considered to be handled successfully. Otherwise, the C-type customer complaint will be automatically upgraded to B-type customer complaint, and the secondary status of the customer complaint will be determined to be B-type customer complaint. If the response time for a Class B customer complaint is T1 B ≤1H, treatment time T2 B If the time is less than 12 hours, the customer complaint is considered to be handled successfully. Otherwise, the Class B customer complaint will be automatically upgraded to Class A customer complaint, and the secondary status of the customer complaint will be Class A customer complaint. If the response time for a Class A customer complaint is T1 A ≤1H, treatment time T2 A If the complaint is less than 6 hours, the complaint is considered to be handled. Otherwise, the person in charge will be reminded to handle it again, and the secondary status of the complaint is determined to be Class A.

7. A customer complaint handling system based on real-time information, characterized in that: The system includes a data collection module, a classification model module, a trigger module, a progress module and a follow-up module, and the data collection module includes a real-time collection module, a user input module and a retrieval module; The classification model module is based on natural language processing technology and decision tree-machine learning algorithm model, which can perform semantic analysis on customer information and quickly locate the cause of the problem and evaluate the category of customer complaints by combining the company's historical customer complaint data and knowledge base; The trigger module includes a management module, which is used to send customer complaint information to the management module according to the current status of the customer complaint and the preset flow rules, so that the management module can assign the customer complaint information to the corresponding person in charge for processing.

8. A customer complaint handling system based on real-time information according to claim 7, characterized in that: The follow-up module is connected to the trigger module and the progress module respectively; The progress module is used to track the progress of handling customer complaints, including the current status, handling time and handling results of the customer complaints.

9. The customer complaint handling system based on real-time information according to claim 7 is characterized in that: The follow-up module is used to return the customer complaints after they are processed, collect feedback information, and ensure that the customer complaints are resolved in a timely manner and meet customer needs.

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