Digital customer operation management system based on multi-terminal collaboration and implementation method

Abstract

The invention discloses a digital customer operation management system based on multi-terminal cooperation and an implementation method. The system comprises a business management background, an official account terminal, an applet terminal and a message service module. By integrating functional modules of the business management background, the official account terminal and the applet terminal, digitalization, automation and intelligentization of the customer service process are realized, the system not only improves the customer service efficiency and the market competitiveness, but also provides abundant data analysis functions and customized development services for enterprises, and meanwhile, the customer service efficiency and the market competitiveness are improved. And technical means such as distributed architecture and front and rear end separation design are also adopted, so that high availability, expandability and security of the system are ensured. Therefore, the invention has wide application prospect and market value.

Description

Technical Field

[0001] The present invention relates to the technical field of customer service management systems, and specifically to a digital customer operation and management system based on multi-terminal collaboration and an implementation method. Background Art

[0002] With the rapid development of information technology and the popularization of Internet applications, the customer service industry is undergoing profound changes. Traditional customer service models often rely on manual operations, which have problems such as low efficiency, high cost, and slow response. In order to meet these challenges, more and more companies are beginning to explore digital customer service solutions. However, existing digital customer service systems often have single functions and cannot meet the diverse customer needs and service scenarios of enterprises.

[0003] Therefore, it is necessary to design a system to manage the usage scenarios of agents in large language models. Summary of the invention

[0004] The purpose of the present invention is to provide a digital customer management system based on multi-terminal collaboration and an implementation method to solve the problems raised in the above background technology.

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

[0006] A digital customer management system based on multi-terminal collaboration, including:

[0007] Business management backend: includes platform morning report module, platform article module, platform video module, platform poster module, greeting card module, special topic management module, briefcase module, tag library module, opinion voting module, interactive question and answer module, activity management module, employee business card module, task management module, salesperson management module, back office management module, role management module, prompt management module, homepage function management module, menu management module and navigation management module, which are used to realize the creation, editing, review, release and management of materials, as well as the maintenance and management of employee information;

[0008] Official account: supports agents to log in and browse the materials maintained in the business management backend, share the materials with customers, and record customer behavior data;

[0009] Mini Program: used to connect to third-party fission activities to enable users to help and receive prizes;

[0010] Message service module: When a new morning report, task or new user accesses shared materials in the background, a public account template message is sent to the task executor or sharer.

[0011] According to the above technical solution, the business management backend can also upload, download, edit and delete briefcase files, and create, edit and delete tag libraries.

[0012] According to the above technical solution, the official account terminal can also view clues, materials and customer data, and perform data analysis based on customer behavior data.

[0013] According to the above technical solution, the mini program terminal realizes the promotion and participation of fission activities through interaction with other users, and supports the collection and display of prizes.

[0014] According to the above technical solution, the system adopts a distributed architecture, which includes a front-end, a back-end and middleware. The front-end adopts including but not limited to Vue technology and Node.js technology, the back-end framework includes but is not limited to SpringCloud framework, and the middleware includes but is not limited to Redis database, MySQL database, MongoDB database, Kafka message middleware, Flink stream processing framework, Nacos registration center and Zookeeper configuration center.

[0015] A method for implementing a digital customer management system based on multi-terminal collaboration includes the following steps:

[0016] S100. Build business management backend: create, edit, review, publish and manage platform morning reports, articles, videos, posters, greeting cards, etc., and maintain and manage employee information;

[0017] S200. Develop the official account terminal: realize the following functions: including but not limited to agent login, material browsing, task execution, material sharing and customer behavior data recording;

[0018] S300, design mini program end: connect with third-party fission activities to realize user support and prize collection;

[0019] S400, configure the message service module: when a specific event occurs, send a public account template message to relevant personnel.

[0020] According to the above technical solution, the business management background also uploads, downloads, edits and deletes integrated briefcase files, and creates, edits and deletes tag libraries.

[0021] According to the above technical solution, the official account terminal has functions including but not limited to the following: viewing lead status, lead materials, customer data, and performing data analysis based on customer behavior data.

[0022] According to the above technical solution, the mini program end can be connected with the third-party fission activity platform, implement user interaction logic, and display prizes.

[0023] According to the above technical solution, the specific events of S400 include but are not limited to the background addition of morning newspapers, the background addition of tasks and the new user accessing the shared materials.

[0024] Compared with the prior art, the beneficial effects achieved by the present invention are:

[0025] The present invention realizes the digitization, automation and intelligence of the customer service process by integrating the functional modules of the business management backend, the public account end and the mini program end. The system not only improves the customer service efficiency and market competitiveness, but also provides enterprises with rich data analysis functions and customized development services. At the same time, it also adopts technical means such as distributed architecture and front-end and back-end separation design to ensure the high availability, scalability and security of the system. Therefore, the present invention has broad application prospects and market value. BRIEF DESCRIPTION OF THE DRAWINGS

[0026] Figure 1 It is a flowchart of the present invention. DETAILED DESCRIPTION

[0027] The following will be combined with the embodiments of the present invention to clearly and completely describe the technical solutions 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 making creative work are within the scope of protection of the present invention.

[0028] like Figure 1 As shown, the present invention provides a technical solution: a digital customer management system based on multi-terminal collaboration, comprising:

[0029] Business management backend: includes platform morning report module, platform article module, platform video module, platform poster module, greeting card module, special topic management module, briefcase module, tag library module, opinion voting module, interactive question and answer module, activity management module, employee business card module, task management module, salesperson management module, back office management module, role management module, prompt management module, homepage function management module, menu management module and navigation management module, which are used to realize the creation, editing, review, release and management of materials, as well as the maintenance and management of employee information;

[0030] in:

[0031] Platform Morning Report Module: Updates industry trends and news information daily, provides agents with the latest market information, helps them better understand industry trends and seize market opportunities;

[0032] Platform articles, videos, and posters: Provides rich content resources, including articles, videos, and posters, etc., to support agents to quickly share with customers, enhance customer stickiness, and improve brand influence;

[0033] Greeting Card Module: Provides personalized greeting card making tools, allowing agents to express holiday wishes or gratitude to customers, and enhance the emotional connection between customers and companies;

[0034] Theme management module: supports the creation and management of marketing activities with specific themes, such as holiday promotions, new product launches, etc., to improve marketing effectiveness and attract more potential customers;

[0035] Briefcase module: Store and manage documents and materials commonly used by agents, such as contracts, agreements, reports, etc., to facilitate quick search and sharing;

[0036] Tag library module: provides customer tag management function to help agents better understand customer needs and achieve precision marketing. The tag library can contain information such as customer age, gender, occupation, hobbies, etc., which is convenient for agents to classify and screen customers;

[0037] Opinion voting and interactive Q&A modules: increase customer participation, collect customer feedback, and optimize service strategies. Through opinion voting and interactive Q&A, companies can understand customer satisfaction and opinions on products and services, adjust marketing strategies in a timely manner, and improve customer satisfaction;

[0038] Activity management module: planning and executing various marketing activities, such as lucky draws, coupons, discounts, etc., to enhance brand influence and attract more customers to participate;

[0039] Employee business card module: displays agent personal information and contact information, making it easier for customers to establish contact with agents. Employee business cards can include the agent's name, position, contact information, professional expertise and other information, making it easier for customers to quickly understand the agent and establish a trusting relationship with him / her;

[0040] Task management module: formulate tasks according to business needs, such as requiring agents to share materials to a certain number of times, share with a certain number of people, or read for a certain length of time, to ensure effective execution of tasks. The task management module can set task completion conditions and reward mechanisms to motivate agents to actively participate in tasks and improve work efficiency;

[0041] Salesperson management module: This module is mainly used to manage the salesperson's basic information, performance data, work status, etc. The company can use this module to understand the salesperson's work situation and provide timely guidance and support. At the same time, the salesperson management module also supports the salesperson's task allocation and performance evaluation, which helps the company achieve refined management and improve marketing efficiency;

[0042] Back office management module: Back office staff are an important support force within the enterprise. They are responsible for handling various administrative affairs, coordinating the work between departments, etc. The back office management module can record the work content, completion status and work progress of back office staff, which helps enterprises better understand the work status of back office staff, optimize internal processes and improve work efficiency;

[0043] Role management module: This module supports the division of roles for system users. Different roles have different permissions and responsibilities. Through the role management module, enterprises can flexibly set and adjust user permissions to ensure the security and stability of the system. At the same time, the role management module also supports the management of user groups, making it convenient for enterprises to perform batch operations on users;

[0044] Prompt management module: In the process of customer service, timely and accurate prompt information is crucial to improving customer satisfaction. The prompt management module allows enterprises to customize various prompt information, such as task reminders, message notifications, etc., to ensure that agents can understand customer needs and corporate dynamics in a timely manner and respond quickly;

[0045] Home page function management module: This module allows enterprises to customize the home page layout and function modules of the business management backend according to business needs, making the backend interface more concise and intuitive, and improving the work efficiency of agents;

[0046] Menu management module: The menu management module supports customization and configuration of system menus. Enterprises can adjust the menu structure according to actual needs to ensure the ease of use and flexibility of the system;

[0047] Navigation management module: The navigation management module provides the navigation function within the system, helping agents to quickly locate the required functional modules and improve work efficiency;

[0048] Official account: supports agents to log in and browse the materials maintained in the business management backend, share the materials with customers, and record customer behavior data;

[0049] in:

[0050] Agent login function: Agents can log in to the system through the official account to view and manage their own customer information, task progress, material library and other resources;

[0051] Material browsing and sharing function: The official account provides a wealth of material resources, including articles, videos, posters, etc. Agents can select and share with customers according to their needs. At the same time, the official account also supports the preview and editing functions of materials, which is convenient for agents to customize the materials;

[0052] Task execution and tracking function: Agents can view their task list on the official account to understand the task requirements and completion progress. Through the task execution and tracking function, agents can update the task status in real time to ensure that the task is completed on time;

[0053] Customer behavior data recording function: The official account can record customer clicks, readings, sharing and other behavior data, provide agents with customer portraits and interest analysis, help agents better understand customer needs and develop personalized marketing strategies;

[0054] Lead management and follow-up function: The official account supports the entry, query and follow-up of leads, which facilitates agents to capture potential customers in a timely manner and improve sales conversion rate;

[0055] Data analysis and reporting function: Through the data analysis and reporting function of the official account, agents can view their performance data, customer feedback and other information, providing data support for optimizing marketing strategies;

[0056] Mini Program: used to connect to third-party fission activities to enable users to help and receive prizes;

[0057] in:

[0058] Fission activity docking function: The mini program can be connected to a third-party fission activity platform to realize functions such as user support and prize collection. Through fission activities, companies can attract more users to participate and expand brand influence;

[0059] User interaction and sharing functions: The mini program supports interaction and sharing between users, such as likes, comments, and reposts. These functions can enhance users’ sense of participation and belonging, and improve user stickiness;

[0060] Prize display and claiming function: On the mini program side, users can view the prize information they have received and claim it. The prize display and claiming function can increase users' sense of achievement and satisfaction, and improve users' loyalty to the brand;

[0061] Personalized settings and recommendation functions: The mini program can provide users with personalized content recommendations and setting options based on their interests and behavior data. These functions can improve user satisfaction and experience, and enhance the interaction and connection between users and brands;

[0062] Message service module: When a new morning report, task or new user accesses shared materials in the background, a public account template message is sent to the task executor or sharer.

[0063] Specifically, the business management backend can also upload, download, edit and delete briefcase files, as well as create, edit and delete tag libraries.

[0064] Specifically, the official account can also view clues, materials and customer data, and perform data analysis based on customer behavior data.

[0065] Specifically, the mini program terminal realizes the promotion and participation of fission activities through interaction with other users, and also supports the collection and display of prizes.

[0066] Specifically, the system adopts a distributed architecture, which includes a front-end, a back-end and middleware. The front-end adopts including but not limited to Vue technology and Node.js technology, the back-end framework includes but is not limited to SpringCloud framework, and the middleware includes but is not limited to Redis database, MySQL database, MongoDB database, Kafka message middleware, Flink stream processing framework, Nacos registration center and Zookeeper configuration center.

[0067] A method for implementing a digital customer management system based on multi-terminal collaboration includes the following steps:

[0068] S100. Build business management backend: create, edit, review, publish and manage platform morning reports, articles, videos, posters, greeting cards, etc., and maintain and manage employee information;

[0069] S200. Develop the official account terminal: realize the following functions: including but not limited to agent login, material browsing, task execution, material sharing and customer behavior data recording;

[0070] S300, design mini program end: connect with third-party fission activities to realize user support and prize collection;

[0071] S400, configure the message service module: when a specific event occurs, send a public account template message to relevant personnel.

[0072] Specifically, the business management backend also uploads, downloads, edits and deletes integrated briefcase files, and creates, edits and deletes tag libraries.

[0073] Specifically, the official account terminal has functions including but not limited to: viewing lead status, lead materials, customer data, and performing data analysis based on customer behavior data.

[0074] Specifically, the mini program terminal can connect with a third-party fission activity platform, implement user interaction logic, and display prizes.

[0075] Specifically, the specific events of S400 include but are not limited to the background addition of morning newspapers, the background addition of tasks, and the access of new users to shared materials.

[0076] It should be noted that, in this article, relational terms such as first and second, etc. are only used to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any such actual relationship or order between these entities or operations. Moreover, the terms "include", "comprise" or any other variants thereof are intended to cover non-exclusive inclusion, so that a process, method, article or device including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, method, article or device.

[0077] Finally, it should be noted that the above description is only a preferred embodiment of the present invention and is not intended to limit the present invention. Although the present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art can still modify the technical solutions described in the aforementioned embodiments or replace some of the technical features therein by equivalents. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present invention shall be included in the protection scope of the present invention.

Claims

1. A digital customer management system based on multi-terminal collaboration and implementation method, characterized in that: include: Business management backend: includes platform morning report module, platform article module, platform video module, platform poster module, greeting card module, special topic management module, briefcase module, tag library module, opinion voting module, interactive question and answer module, activity management module, employee business card module, task management module, salesperson management module, back office management module, role management module, prompt management module, homepage function management module, menu management module and navigation management module, which are used to realize the creation, editing, review, release and management of materials, as well as the maintenance and management of employee information; Official account: supports agents to log in and browse the materials maintained in the business management backend, share the materials with customers, and record customer behavior data; Mini Program: used to connect to third-party fission activities to enable users to help and receive prizes; Message service module: When a morning report, task or new user accesses shared material in the background, a public account template message is sent to the task executor or sharer.

2. A digital customer management system based on multi-terminal collaboration according to claim 1, characterized in that: The business management backend can also upload, download, edit and delete briefcase files, and create, edit and delete tag libraries.

3. According to claim 1, a digital customer management system based on multi-terminal collaboration is characterized in that: The official account can also be used to view clues, materials and customer data, and perform data analysis based on customer behavior data.

4. According to claim 1, a digital customer management system based on multi-terminal collaboration is characterized in that: The mini program terminal achieves promotion and participation in fission activities through interaction with other users, and also supports the collection and display of prizes.

5. According to claim 1, a digital customer management system based on multi-terminal collaboration is characterized in that: The system adopts a distributed architecture, which includes a front-end, a back-end and middleware. The front-end adopts including but not limited to Vue technology and Node.js technology, the back-end framework includes but is not limited to SpringCloud framework, and the middleware includes but is not limited to Redis database, MySQL database, MongoDB database, Kafka message middleware, Flink stream processing framework, Nacos registration center and Zookeeper configuration center.

6. A method for implementing a digital customer management system based on multi-terminal collaboration according to claims 1-5, characterized in that: The following steps are involved: S100. Build business management backend: create, edit, review, publish and manage platform morning reports, articles, videos, posters, greeting cards, etc., and maintain and manage employee information; S200. Develop the official account terminal: realize the following functions: including but not limited to agent login, material browsing, task execution, material sharing and customer behavior data recording; S300, design mini program end: connect with third-party fission activities to realize user support and prize collection; S400, configure the message service module: when a specific event occurs, send a public account template message to relevant personnel.

7. The method for implementing a digital customer management system based on multi-terminal collaboration according to claim 6 is characterized in that: The business management backend also uploads, downloads, edits and deletes integrated briefcase files, and creates, edits and deletes tag libraries.

8. The method for implementing a digital customer management system based on multi-terminal collaboration according to claim 6 is characterized in that: The public account terminal has functions including but not limited to the following: viewing lead status, lead materials, customer data, and performing data analysis based on customer behavior data.

9. The method for implementing a digital customer management system based on multi-terminal collaboration according to claim 6 is characterized in that: The mini program terminal can be connected with a third-party fission activity platform, implement user interaction logic, and display prizes.

10. The method for implementing a digital customer management system based on multi-terminal collaboration according to claim 6, characterized in that: The specific events of S400 include but are not limited to the addition of a morning report to the background, the addition of a task to the background, and the access of a new user to the shared material.

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