Electronic product sales service supervision system based on Internet

Abstract

The invention relates to the technical field of product sales supervision, in particular to an electronic product sales service supervision system based on the Internet. Comprising a product sales service center, a sales information base, a product pre-sales tracking analysis unit, an online dedoubting service unit, an offline after-sales score division unit, an after-sales service demand analysis unit, a sales service magnitude processing unit and a product sales service unit. According to the invention, analysis is carried out from the perspective of pre-sales, after-sales and combination of the pre-sales and after-sales in the sales service of the electronic product, so that the overall sales service quality of the electronic product is managed and adjusted, the sales service quality of the electronic product is improved, the satisfaction and good experience of customers are improved, and the customer experience is improved. Analysis is carried out from two points of pre-sales sales distribution and consultation service so as to improve pre-sales service quality of electronic products, analysis is carried out from two points of post-sales online and offline, and post-sales online and offline services are managed and adjusted in a targeted manner so as to improve sales processing efficiency.

Description

Technical Field

[0001] The present invention relates to the technical field of product sales supervision, and in particular to an Internet-based electronic product sales service supervision system. Background Art

[0002] With the rapid development of science and technology, electronic products are playing an increasingly important role in our daily lives. With the wide variety of electronic products on the market, customers are becoming more and more demanding when purchasing electronic products. In this highly competitive market, the quality of electronic product sales service has become an important indicator of customer choice and loyalty. High-quality sales service not only satisfies customers, but also improves their purchasing experience and cultivates a good reputation and brand image.

[0003] However, existing technologies still have shortcomings. They cannot conduct regulatory analysis from multiple perspectives of electronic product sales services, that is, they cannot conduct quantitative analysis from the perspectives of pre-sales, after-sales, and the combination of pre-sales and after-sales. This reduces the quality of electronic product sales services, and at the same time reduces customer satisfaction and good experience. In addition, they cannot conduct reasonable and targeted management of service deficiencies in pre-sales and after-sales, which reduces the effectiveness of electronic product sales services.

[0004] In view of the above technical defects, a solution is now proposed. Summary of the Invention

[0005] The purpose of the present invention is to provide an Internet-based electronic product sales service supervision system to solve the technical defects mentioned above. The present invention analyzes the pre-sales, after-sales and combined perspectives of electronic product sales services in order to manage and adjust the overall sales service quality of electronic products to improve the sales service quality of electronic products, while helping to improve customer satisfaction and good experience. The present invention analyzes the pre-sales sales distribution and consulting services to improve the pre-sales service quality of electronic products, and analyzes the online and offline after-sales services to make targeted management adjustments to improve sales processing efficiency.

[0006] The object of the present invention can be achieved by the following technical solution: an Internet-based electronic product sales service supervision system, comprising a product sales service center, a sales information database, a product pre-sales tracking and analysis unit, an online question-solving service unit, an offline after-sales scoring and classification unit, an after-sales service demand analysis unit, a sales service level processing unit, and a product sales service unit;

[0007] The product sales service center is used to retrieve pre-sales service information and online after-sales information of electronic products from the sales information database;

[0008] The product pre-sales tracking and analysis unit is used to perform product pre-sales service supervision and evaluation analysis on the received pre-sales service information, compare and analyze the obtained product delivery value and pre-sales service response value, and obtain a stability signal or management signal;

[0009] The online question-solving service unit is used to perform online after-sales question-solving service classification and analysis on the received online after-sales information, perform discrimination processing on the obtained online after-sales service index, and obtain the online after-sales service level XD;

[0010] The offline after-sales rating and classification unit is used to retrieve the offline after-sales service information of electronic products from the sales information database, and at the same time perform service quality evaluation and quantitative processing operations on the offline after-sales service information to obtain the offline service level WD;

[0011] The after-sales service demand analysis unit is used to perform information-integrated after-sales quality assessment on the online after-sales service level XD and the offline service level WD, and to perform discrimination processing on the after-sales score level SD, generating an after-sales management signal or not generating any signal;

[0012] The sales service level processing unit is used to perform sales front-end and back-end level evaluation and analysis operations, and to perform discrimination processing on the obtained sales service quality level to obtain a qualified signal or an unqualified signal.

[0013] Preferably, the product pre-sale service supervision evaluation and analysis process of the product pre-sale tracking and analysis unit is as follows:

[0014] Set a monitoring period for electronic products and set it as a time threshold to obtain pre-sales service information of electronic products within the time threshold. The pre-sales service information includes product delivery value and pre-sales service response value.

[0015] The product delivery value and the pre-sales service response value are compared and analyzed with the preset product delivery value threshold and the preset pre-sales service response value threshold that are internally entered and stored to obtain a stable signal or a management signal.

[0016] Preferably, the product delivery value indicates the number of times that the corresponding value of the delivery information of the electronic product ordered by the customer deviates from the set value, and the delivery information includes the shipping time, delivery time, and total delivery time; the pre-sales service response value indicates the average time between the end time of the customer's pre-sales question about the electronic product and the start time of the customer service's answer.

[0017] Preferably, the online after-sales problem-solving service division and analysis process of the online problem-solving service unit is as follows:

[0018] Obtain online after-sales information for electronic products within a time threshold. The online after-sales information includes a question resolution evaluation value and a service efficiency characteristic value. The question resolution evaluation value represents the portion of the customer's score on a 100-point scale after the conversation with the customer service representative that is lower than a preset threshold.

[0019] The service efficiency characteristic value indicates the number of customer service response messages exceeding the preset threshold between the time a customer asks a question and the time a question is answered. The response information includes the number of responses and the duration between responses.

[0020] The number of doubt resolution evaluation values ​​and service efficiency characteristic values ​​that are greater than or equal to the preset doubt resolution evaluation value threshold and the preset service efficiency characteristic value threshold is taken as the online after-sales service index, and the online after-sales service index is discriminated to obtain the online after-sales service level XD, XD = 1, 2, 3.

[0021] Preferably, the service quality evaluation quantification processing operation process of the offline after-sales rating division unit is as follows:

[0022] Obtain offline after-sales service information of the electronic product within a time threshold, the offline after-sales service information including an offline after-sales evaluation value and an offline after-sales follow-up value; compare and analyze the offline after-sales evaluation value with a preset offline after-sales evaluation value threshold, and obtain a satisfied signal or generate no signal;

[0023] Compare and analyze the offline after-sales follow-up value with the preset offline after-sales follow-up value threshold to obtain a follow-up management signal or not generate any signal;

[0024] By analyzing the satisfaction signal and the follow-up management signal, the first-level demand, the second-level demand and the third-level demand are obtained, and the first-level demand, the second-level demand and the third-level demand are set as the offline service level WD, XD=1, 2, 3.

[0025] Preferably, the offline after-sales evaluation value represents the ratio between the number of people who choose satisfaction in the customer satisfaction questionnaire and the total number of people, and then the ratio between the service complaint rate of the offline after-sales service of the electronic product after data normalization; the offline after-sales follow-up value represents the proportion of the total orders of electronic products that have completed offline repairs that exceed the number of orders corresponding to the time of follow-up feedback call back.

[0026] Preferably, the information fusion after-sales quality assessment processing process of the after-sales service demand analysis unit is as follows:

[0027] The current online after-sales service level XD and offline service level WD of the electronic product within the time threshold are obtained, and the product value obtained by multiplying the corresponding values ​​of the online after-sales service level XD and the offline service level WD is set as the after-sales service quality index. The after-sales service quality index is discriminated and processed to obtain after-sales score levels SD = 1, 2, 3. The after-sales score levels SD are discriminated and processed to generate an after-sales management signal or not generate any signal.

[0028] Preferably, the sales service level processing unit's front-end and back-end sales level evaluation and analysis operation process is as follows:

[0029] Obtain the current pre-sales service attitude value SQ=1, 2 of the electronic product within the time threshold; set the product value obtained by multiplying the current after-sales rating level SD and the corresponding numerical value of the pre-sales service attitude value SQ as the sales service quality level, and perform discrimination processing on the sales service quality level to obtain a qualified signal or an unqualified signal.

[0030] The beneficial effects of the present invention are as follows:

[0031] (1) The present invention analyzes the pre-sales, after-sales, and combined aspects of electronic product sales services to manage and adjust the overall sales service quality of electronic products, thereby improving the sales service quality of electronic products and helping to improve customer satisfaction and a good experience. The present invention also analyzes the pre-sales distribution and consulting services to determine whether the pre-sales service of electronic products is qualified, thereby improving the overall pre-sales service quality of electronic products.

[0032] (2) The present invention analyzes after-sales services from both online and offline perspectives, i.e., it divides and analyzes online after-sales information into online after-sales question-solving services, so as to grade online after-sales services and comprehensively evaluate the quality of online after-sales services, and performs quantitative processing of service quality evaluation on offline after-sales service information, so as to accurately analyze and feedback the quality level of offline after-sales services from the perspectives of questionnaire surveys, service complaints, and follow-up feedback, and comprehensively conducts quantitative analysis of after-sales services through information feedback, so as to accurately manage and adjust the after-sales service quality of electronic products and improve the efficiency of after-sales processing. BRIEF DESCRIPTION OF THE DRAWINGS

[0033] The present invention will be further described below with reference to the accompanying drawings;

[0034] Figure 1 It is a flow chart of the system of the present invention;

[0035] Figure 2 It is a reference diagram for local analysis of the present invention. DETAILED DESCRIPTION

[0036] The following will clearly and completely describe the technical solutions in the embodiments of the present invention in conjunction with the accompanying drawings. 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 efforts are within the scope of protection of the present invention.

[0037] Example 1:

[0038] See also Figures 1 to 2 As shown, the present invention is an Internet-based electronic product sales service supervision system, including a product sales service center, a sales information database, a product pre-sales tracking and analysis unit, an online question-solving service unit, an offline after-sales scoring and division unit, an after-sales service demand analysis unit, a sales service level processing unit and a product sales service unit. The sales information database is connected to the product sales service center and the offline after-sales scoring and division unit in a one-way communication manner. The product sales service center is connected to the product pre-sales tracking and analysis unit and the online question-solving service unit in a one-way communication manner. The online question-solving service unit and the offline after-sales scoring and division are connected to the after-sales service demand analysis unit in a one-way communication manner. The product pre-sales tracking and analysis unit and the after-sales service demand analysis unit are connected to the sales service level processing unit and the product sales service unit in a one-way communication manner. The sales service level processing unit is connected to the product sales service unit in a one-way communication manner.

[0039] The product sales service center is used to retrieve pre-sales service information and online after-sales information of electronic products from the sales information database, and send the pre-sales service information and online after-sales information to the product pre-sales tracking and analysis unit and the online question-solving service unit respectively. The product pre-sales tracking and analysis unit is used to perform product pre-sales service supervision, evaluation and analysis on the received pre-sales service information to determine whether the pre-sales service of the electronic product is qualified, so as to timely manage the sales distribution and consulting services, thereby improving the overall pre-sales service quality of the electronic product and improving customer satisfaction. The specific product pre-sales service supervision, evaluation and analysis process is as follows:

[0040] Set a monitoring period for electronic products and set it as a time threshold to obtain pre-sales service information of electronic products within the time threshold. The pre-sales service information includes product delivery value and pre-sales service response value.

[0041] In the embodiment of the present invention, the product delivery value indicates the number of deviations from the set value corresponding to the delivery information of the electronic products ordered by the customer. The delivery information includes the shipping time, delivery time, total delivery time, etc. It should be noted that the larger the value of the product delivery value, the greater the risk of abnormal pre-sale delivery service quality of the electronic product;

[0042] In the embodiment of the present invention, the pre-sales service response value represents the average time between the end of a customer's pre-sales question regarding an electronic product and the start of the customer service response. It should be noted that the larger the pre-sales service response value, the greater the risk of abnormal pre-sales consulting service quality for the electronic product.

[0043] The product delivery value and pre-sales service response value are compared and analyzed with the preset product delivery value threshold and the preset pre-sales service response value threshold entered and stored internally: if the product delivery value is less than the preset product delivery value threshold, and the pre-sales service response value is less than the preset pre-sales service response value threshold, a stability signal is generated; if the product delivery value is greater than or equal to the preset product delivery value threshold, or the pre-sales service response value is greater than or equal to the preset pre-sales service response value threshold, a management signal is generated, and the stability signal or management signal is sent to the product sales service unit. After receiving the stability signal or management signal, the product sales service unit immediately performs the preset early warning operation corresponding to the stability signal or management signal, so as to timely manage the sales delivery and consulting services, so as to improve the overall pre-sales service quality of electronic products and improve customer satisfaction.

[0044] Example 2:

[0045] The online question-solving service unit is used to analyze the online after-sales question-solving service classification based on the received online after-sales information, so as to grade the online after-sales service and comprehensively evaluate the quality of the online after-sales service. The specific online after-sales question-solving service classification and analysis process is as follows:

[0046] Obtain online after-sales information for electronic products within a time threshold. This information includes a resolution evaluation value and a service efficiency characteristic value. The resolution evaluation value represents the portion of the customer service score on a 100-point scale that is lower than a preset threshold after the customer service conversation. It should be noted that the larger the resolution evaluation value, the greater the demand for online after-sales service management.

[0047] In the embodiment of the present invention, the service efficiency characteristic value represents the number of customer service reply messages whose values ​​exceed a preset threshold between the time a customer asks a question and the time a question is resolved. The reply information includes the number of replies, the length of the reply interval, etc. It should be noted that the larger the value of the service efficiency characteristic value, the higher the demand for improving online after-sales service capabilities.

[0048] The doubt resolution evaluation value and the service efficiency characteristic value are compared and analyzed with the preset doubt resolution evaluation value threshold and the preset service efficiency characteristic value threshold stored in the internal data. The number of doubt resolution evaluation values ​​and service efficiency characteristic values ​​that are greater than or equal to the preset doubt resolution evaluation value threshold and the preset service efficiency characteristic value threshold is the online after-sales service index, and the online after-sales service index is discriminated:

[0049] If the online after-sales service index = 0, it is determined to be first-level service;

[0050] If the online after-sales service index = 1, it is judged as level 2 service;

[0051] If the online after-sales service index = 2, it is determined to be a third-level service, among which the online after-sales service efficiency corresponding to the first-level service, second-level service and third-level service decreases in turn, and the first-level service, second-level service and third-level service are set as the online after-sales service level XD, XD = 1, 2, 3, that is, the online after-sales service level XD = 1, then it means the first-level service, the online after-sales service level XD = 2, then it means the second-level service, and the online after-sales service level XD = 3, then it means the third-level service.

[0052] Example 3:

[0053] The offline after-sales rating and classification unit is used to retrieve offline after-sales service information of electronic products from the sales information database, and at the same time perform service quality evaluation and quantitative processing operations on the offline after-sales service information, so as to provide accurate analysis and feedback on the offline after-sales service quality level from multiple perspectives. The specific service quality evaluation and quantitative processing operation process is as follows:

[0054] Obtain offline after-sales service information of electronic products within a time threshold, including offline after-sales evaluation value and offline after-sales follow-up value;

[0055] In the embodiment of the present invention, the offline after-sales evaluation value represents the ratio of the number of people who choose satisfaction in the customer satisfaction questionnaire survey to the total number of people, and the ratio of the service complaint rate of the offline after-sales service of the electronic product after data normalization. It should be noted that the offline after-sales service quality is comprehensively evaluated from the perspectives of the questionnaire survey and service complaints.

[0056] Compare and analyze the offline after-sales evaluation value with the preset offline after-sales evaluation value threshold:

[0057] If the offline after-sales evaluation value is greater than the preset offline after-sales evaluation value threshold, no signal is generated;

[0058] If the offline after-sales evaluation value is less than or equal to the preset offline after-sales evaluation value threshold, a satisfaction signal is generated;

[0059] The offline after-sales follow-up value indicates the percentage of completed offline repair orders for electronic products that exceeds the number of orders corresponding to the time of follow-up feedback calls. It should be noted that after-sales follow-up is a key indicator for evaluating after-sales service quality. After-sales departments are required to follow up with customers after the offline repair of electronic products is completed and provide timely feedback on the results. By evaluating after-sales follow-up capabilities, the response speed and satisfaction of after-sales service can be improved.

[0060] Compare and analyze the offline after-sales follow-up value with the preset offline after-sales follow-up value threshold:

[0061] If the offline after-sales follow-up value is less than the preset offline after-sales follow-up value threshold, no signal is generated;

[0062] If the offline after-sales follow-up value is greater than or equal to the preset offline after-sales follow-up value threshold, a follow-up management signal is generated;

[0063] If neither the satisfaction signal nor the follow-up management signal is generated at the same time, it is determined to be a first-level demand;

[0064] If one of the satisfaction signal or follow-up management signal is generated, it is determined to be a secondary demand;

[0065] If both a satisfaction signal and a follow-up management signal are generated at the same time, it is determined to be a three-level demand. The offline after-sales service management adjustment requirements corresponding to the first-level demand, the second-level demand, and the third-level demand are increased in sequence. The first-level demand, the second-level demand, and the third-level demand are set as the offline service level WD, XD = 1, 2, 3, that is, the offline service level WD = 1 indicates the first-level demand, the offline service level WD = 2 indicates the second-level demand, and the offline service level WD = 3 indicates the third-level demand;

[0066] The after-sales service demand analysis unit is used to perform information-integrated after-sales quality assessment on the online after-sales service level XD and the offline service level WD, so as to accurately manage and adjust the after-sales service quality of electronic products and improve after-sales processing efficiency. The specific information-integrated after-sales quality assessment process is as follows:

[0067] The current online after-sales service level XD and offline service level WD of the electronic product within the time threshold are obtained, and the product value obtained by multiplying the corresponding values ​​of the online after-sales service level XD and the offline service level WD is set as the after-sales service quality index, and the after-sales service quality index is judged:

[0068] If the after-sales service quality index = 1 or the after-sales service quality index = 2, it is determined to be a first-level after-sales status;

[0069] If the after-sales service quality index = 4 or the after-sales service quality index = 3, it is determined to be a secondary after-sales status;

[0070] If the after-sales service quality index = 6 or the after-sales service quality index = 9, it is determined to be a third-level after-sales status. Among them, the after-sales service quality corresponding to the first-level after-sales status, the second-level after-sales status, and the third-level after-sales status decreases in sequence. The first-level after-sales status, the second-level after-sales status, and the third-level after-sales status are set as after-sales scoring levels SD = 1, 2, and 3. That is, the after-sales scoring level SD = 1 indicates the first-level after-sales status, the after-sales scoring level SD = 2 indicates the second-level after-sales status, and the after-sales scoring level SD = 3 indicates the third-level after-sales status. The after-sales scoring level SD is discriminated as follows:

[0071] If the after-sales rating level SD = 1, no signal is generated;

[0072] If the after-sales rating SD=2 or the after-sales rating SD=3, an after-sales management signal is generated and sent to the product sales service unit. After receiving the after-sales management signal, the product sales service unit immediately performs the preset warning operation corresponding to the after-sales management signal, so as to accurately manage and adjust the after-sales service quality of the electronic product to improve the efficiency of after-sales processing;

[0073] The sales service level processing unit is used to perform front-end and back-end sales level evaluation and analysis operations to manage and adjust the overall sales service quality of electronic products, thereby improving the sales service quality of electronic products and helping to improve customer satisfaction and a good experience. The specific front-end and back-end sales level evaluation and analysis operation process is as follows:

[0074] Obtain the current product delivery value and pre-sales service response value of the electronic product within the time threshold, compare and analyze the product delivery value and pre-sales service response value with the preset product delivery value threshold and the preset pre-sales service response value threshold, and if a stable signal is generated, it is determined to be a first-level service attitude; if a management signal is generated, it is determined to be a second-level service attitude, and the first-level service attitude and the second-level service attitude are set to pre-sales service attitude values ​​SQ=1,2, that is, the pre-sales service attitude value SQ=1 indicates a first-level service attitude, and the pre-sales service attitude value SQ=2 indicates a second-level service attitude;

[0075] The product of the current after-sales rating SD and the corresponding value of the pre-sales service attitude value SQ is set as the sales service quality level, and the sales service quality level is judged:

[0076] If the sales service quality level = 1 or the sales service quality level = 2, a qualified signal is generated;

[0077] If the sales service quality level = 3 or the sales service quality level = 4 or the sales service quality level = 6, an unqualified signal is generated and sent to the product sales service unit. After receiving the qualified signal or unqualified signal, the product sales service unit immediately performs the preset warning operation corresponding to the qualified signal or unqualified signal, so as to manage and adjust the overall sales service quality of electronic products, thereby improving the sales service quality of electronic products and helping to improve customer satisfaction and a good experience.

[0078] In summary, the present invention analyzes the pre-sales, after-sales, and combined aspects of electronic product sales services to manage and adjust the overall sales service quality of electronic products, thereby improving the sales service quality of electronic products and helping to increase customer satisfaction and a good experience. The present invention also analyzes pre-sales delivery and consulting services to determine whether the pre-sales service of electronic products is qualified, thereby improving the overall pre-sales service quality of electronic products.

[0079] After-sales analysis is conducted from both online and offline perspectives, that is, online after-sales information is divided and analyzed for online after-sales question-and-answer services, so as to grade online after-sales services and comprehensively evaluate the quality of online after-sales services. Offline after-sales service information is quantitatively processed for service quality evaluation, so as to accurately analyze and feedback the offline after-sales service quality level from the perspectives of questionnaires, service complaints, and follow-up feedback. After-sales service is comprehensively quantitatively analyzed through information feedback, so as to accurately manage and adjust the after-sales service quality of electronic products and improve after-sales processing efficiency.

[0080] The threshold is set to facilitate comparison. The size of the threshold depends on the amount of sample data and the number of bases set by technicians in this field for each set of sample data; as long as it does not affect the proportional relationship between the parameter and the quantized value.

[0081] The above description is only a preferred specific embodiment of the present invention, but the scope of protection of the present invention is not limited thereto. Any technician familiar with the technical field, within the technical scope disclosed by the present invention, who makes equivalent replacements or changes based on the technical solution and inventive concept of the present invention, should be covered by the scope of protection of the present invention.

Claims

1. An Internet-based electronic product sales service supervision system, characterized by: It includes product sales service center, sales information database, product pre-sales tracking and analysis unit, online question-solving service unit, offline after-sales scoring and classification unit, after-sales service demand analysis unit, sales service volume processing unit and product sales service unit; The product sales service center is used to retrieve pre-sales service information and online after-sales information of electronic products from the sales information database; The product pre-sales tracking and analysis unit is used to perform product pre-sales service supervision and evaluation analysis on the received pre-sales service information, compare and analyze the obtained product delivery value and pre-sales service response value, and obtain a stability signal or management signal; The online question-solving service unit is used to perform online after-sales question-solving service classification and analysis on the received online after-sales information, perform discrimination processing on the obtained online after-sales service index, and obtain the online after-sales service level XD; The offline after-sales rating and classification unit is used to retrieve the offline after-sales service information of electronic products from the sales information database, and at the same time perform service quality evaluation and quantitative processing operations on the offline after-sales service information to obtain the offline service level WD; The after-sales service demand analysis unit is used to perform information-integrated after-sales quality assessment on the online after-sales service level XD and the offline service level WD, and to perform discrimination processing on the after-sales score level SD, generating an after-sales management signal or not generating any signal; The sales service level processing unit is used to perform sales front-end and back-end level evaluation and analysis operations, and to perform discrimination processing on the obtained sales service quality level to obtain a qualified signal or an unqualified signal.

2. The Internet-based electronic product sales service supervision system according to claim 1, characterized in that: The product pre-sale service supervision, evaluation and analysis process of the product pre-sale tracking and analysis unit is as follows: Set a monitoring period for electronic products and set it as a time threshold to obtain pre-sales service information of electronic products within the time threshold. The pre-sales service information includes product delivery value and pre-sales service response value. The product delivery value and the pre-sales service response value are compared and analyzed with the preset product delivery value threshold and the preset pre-sales service response value threshold that are internally entered and stored to obtain a stable signal or a management signal.

3. The Internet-based electronic product sales service supervision system according to claim 2, characterized in that: The product delivery value indicates the number of times that the corresponding value of the delivery information of the electronic product ordered by the customer deviates from the set value. The delivery information includes the shipping time, delivery time, and total delivery time. The pre-sales service response value indicates the average time between the end of the customer's pre-sales question about the electronic product and the start of the customer service's answer.

4. The Internet-based electronic product sales service supervision system according to claim 1, characterized in that: The online after-sales service analysis process of the online problem-solving service unit is as follows: Obtain online after-sales information for electronic products within a time threshold. The online after-sales information includes a question resolution evaluation value and a service efficiency characteristic value. The question resolution evaluation value represents the portion of the customer's score on a 100-point scale after the conversation with the customer service representative that is lower than a preset threshold. The service efficiency characteristic value indicates the number of customer service response messages exceeding the preset threshold between the time a customer asks a question and the time a question is answered. The response information includes the number of responses and the duration between responses. The number of doubt resolution evaluation values ​​and service efficiency characteristic values ​​that are greater than or equal to the preset doubt resolution evaluation value threshold and the preset service efficiency characteristic value threshold is taken as the online after-sales service index, and the online after-sales service index is discriminated to obtain the online after-sales service level XD, XD = 1, 2, 3.

5. The Internet-based electronic product sales service supervision system according to claim 1, characterized in that: The quantitative processing operation process of the offline after-sales rating division unit is as follows: Obtain offline after-sales service information of the electronic product within a time threshold, the offline after-sales service information including an offline after-sales evaluation value and an offline after-sales follow-up value; compare and analyze the offline after-sales evaluation value with a preset offline after-sales evaluation value threshold, and obtain a satisfied signal or generate no signal; Compare and analyze the offline after-sales follow-up value with the preset offline after-sales follow-up value threshold to obtain a follow-up management signal or not generate any signal; By analyzing the satisfaction signal and the follow-up management signal, the first-level demand, the second-level demand and the third-level demand are obtained, and the first-level demand, the second-level demand and the third-level demand are set as the offline service level WD, XD=1, 2, 3.

6. The Internet-based electronic product sales service supervision system according to claim 5, characterized in that: The offline after-sales evaluation value is the ratio of the number of people who choose satisfaction in the customer satisfaction questionnaire survey to the total number of people, and the ratio of the service complaint rate of the offline after-sales service of the electronic product after data normalization; The offline after-sales follow-up value represents the proportion of the total orders of electronic products that have completed offline repairs that exceed the corresponding number of follow-up feedback call times.

7. The Internet-based electronic product sales service supervision system according to claim 1, characterized in that: The information fusion after-sales quality evaluation processing process of the after-sales service demand analysis unit is as follows: The current online after-sales service level XD and offline service level WD of the electronic product within the time threshold are obtained, and the product value obtained by multiplying the corresponding values ​​of the online after-sales service level XD and the offline service level WD is set as the after-sales service quality index. The after-sales service quality index is discriminated and processed to obtain after-sales score levels SD = 1, 2, 3. The after-sales score levels SD are discriminated and processed to generate an after-sales management signal or not generate any signal.

8. The Internet-based electronic product sales service supervision system according to claim 1, characterized in that: The sales service level processing unit's front-end and back-end sales level evaluation and analysis operation process is as follows: Obtain the current pre-sales service attitude value SQ=1, 2 of the electronic product within the time threshold; set the product value obtained by multiplying the current after-sales rating level SD and the corresponding numerical value of the pre-sales service attitude value SQ as the sales service quality level, and perform discrimination processing on the sales service quality level to obtain a qualified signal or an unqualified signal.

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