CN102025762A - Active interaction data processing method for online customer service system - Google Patents
Active interaction data processing method for online customer service system Download PDFInfo
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- CN102025762A CN102025762A CN2009101960017A CN200910196001A CN102025762A CN 102025762 A CN102025762 A CN 102025762A CN 2009101960017 A CN2009101960017 A CN 2009101960017A CN 200910196001 A CN200910196001 A CN 200910196001A CN 102025762 A CN102025762 A CN 102025762A
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Abstract
The invention relates to an active interaction data processing method for an online customer service system, which comprises the following steps of: A, a customer service terminal logs in a customer service server; B, the customer service terminal detects whether a user terminal leaves a message or not in real time, executes a step C if the user terminal leaves the message, and continues to perform the detection if the user terminal does not leave the message; C, the customer service terminal detects whether the user terminal is online or not, executes a step D if the user terminal is online, and executes a step E if the user terminal is offline; D, the customer service terminal receives interaction information from or transmits the interaction information to the user terminal; E, the customer service terminal gives an offline reply to the user terminal; and F, after receiving the offline reply, the user terminal establishes connection with the customer service server, and the step D is executed. The active interaction information processing method radically solves the problems of single function and inconvenience of large-scale popularization of the conventional online customer service system, and can be conveniently used for WEB pages as well as mobile phones; and users can be served by 24-hour customer services in all dimensions.
Description
Technical field
The present invention relates to computer information system, particularly relate to a kind of active interaction data processing method that is used for the online customer service system.
Background technology
To more and more important the embodying of the construction of service in each major company, company is provided with Customer Service Department, there is full-time contact staff to carry out telephone consultation service, to the information that needs, and the customer service page of existing technology needs the user initiatively to call just can to obtain the customer service that this must be got more people of informationalized epoch by NetFind.More initiatively initiation behavior has increased the weight of user's expense expenditure, has also influenced the initiative of user's consulting.
Revealing existing WEB version customer service consulting system releases gradually in the public character website, though solved user's use, but too simple information communication function, close accidentally etc. then and can't carry out once more communication as user broken string, webpage with customer service before, information record before also can't seeing, therefore very not convenient on user experience.
The function singleness of existing online customer service has hindered the large tracts of land use, can't form brand formula effect.Being badly in need of more convenient, powerful online customer service system carries out perfect.
Summary of the invention
Technical problem to be solved by this invention is exactly to provide a kind of active interaction data processing method that is used for the online customer service system for the defective that overcomes above-mentioned prior art existence.
Purpose of the present invention can be achieved through the following technical solutions: a kind of active interaction data processing method that is used for the online customer service system, it is characterized in that, and may further comprise the steps:
A. the customer service terminal is logined the customer service device;
B. whether detection in real time has the message that user terminal sends, if then execution in step C if not, then continues to detect;
Whether C. detect this user terminal online, if, execution in step D then, if not, execution in step E then;
D. receive or send mutual information data to this user terminal;
E. the customer service terminal is carried out the off-line answer to this user terminal;
F. after user terminal receives that off-line is replied, connect with the customer service device, and execution in step D.
Described off-line is replied and is comprised that message reply, multimedia message are replied and WAP replys.
Compared with prior art, the present invention has fundamentally solved the difficult problem that existing online customer service systemic-function is single, be not easy to promote on a large scale; And the present invention not only can use at the WEB page, more can omnibearingly experience the full-time customer service of whole day twenty four hours in the enterprising accommodating use of mobile phone.
Description of drawings
Fig. 1 is a flow chart of the present invention;
Fig. 2 is the structural representation of online customer service of the present invention system.
Embodiment
The present invention will be further described below in conjunction with accompanying drawing.
As shown in Figure 1, a kind of active interaction data processing method that is used for the online customer service system may further comprise the steps:
A. the customer service terminal is logined the customer service device;
B. whether detection in real time has the message that user terminal sends, if then execution in step C if not, then continues to detect;
Whether C. detect this user terminal online, if, execution in step D then, if not, execution in step E then;
D. receive or send mutual information data to this user terminal;
E. the customer service terminal is carried out the off-line answer to this user terminal;
F. after user terminal receives that off-line is replied, connect with the customer service device, and execution in step D.
Described off-line is replied and is comprised that message reply, multimedia message are replied and WAP replys.
As shown in Figure 2, online customer service of the present invention system comprises customer service terminal 1, user terminal 2 and customer service device 3, customer service terminal 1, user terminal 2 all are connected with customer service device 3 by network, customer service terminal 1 and customer service device 3 are computer, and user terminal 2 is computer or mobile phone.
Claims (2)
1. an active interaction data processing method that is used for the online customer service system is characterized in that, may further comprise the steps:
A. the customer service terminal is logined the customer service device;
B. whether detection in real time has the message that user terminal sends, if then execution in step C if not, then continues to detect;
Whether C. detect this user terminal online, if, execution in step D then, if not, execution in step E then;
D. receive or send mutual information data to this user terminal;
E. the customer service terminal is carried out the off-line answer to this user terminal;
F. after user terminal receives that off-line is replied, connect with the customer service device, and execution in step D.
2. a kind of active interaction data processing method that is used for the online customer service system according to claim 1 is characterized in that, described off-line is replied and comprised that message reply, multimedia message are replied and WAP replys.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2009101960017A CN102025762A (en) | 2009-09-21 | 2009-09-21 | Active interaction data processing method for online customer service system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2009101960017A CN102025762A (en) | 2009-09-21 | 2009-09-21 | Active interaction data processing method for online customer service system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN102025762A true CN102025762A (en) | 2011-04-20 |
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Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
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| CN2009101960017A Pending CN102025762A (en) | 2009-09-21 | 2009-09-21 | Active interaction data processing method for online customer service system |
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102571920A (en) * | 2011-12-07 | 2012-07-11 | 携程计算机技术（上海）有限公司 | Online customer service implementation method and online customer service system |
| CN104917668A (en) * | 2015-05-29 | 2015-09-16 | 百度在线网络技术（北京）有限公司 | Method for establishing conversation communication, auxiliary method, terminal device and server |
| CN105631573A (en) * | 2014-11-06 | 2016-06-01 | 方家发 | Overall planning service method used for large-scale consumption place |
| CN109432785A (en) * | 2018-09-17 | 2019-03-08 | 深圳点猫科技有限公司 | A kind of method and electronic equipment of the access of language based on programming wisdom tooth customer service |
Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1741013A (en) * | 2004-08-27 | 2006-03-01 | 英业达股份有限公司 | Automatic adaptive system for customer service and its method |
| CN1838644A (en) * | 2005-03-22 | 2006-09-27 | 深圳市沃通通信服务有限公司 | Method for realizing instant communication and E-mail based on Internet address and P2P technique |
-
2009
- 2009-09-21 CN CN2009101960017A patent/CN102025762A/en active Pending
Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1741013A (en) * | 2004-08-27 | 2006-03-01 | 英业达股份有限公司 | Automatic adaptive system for customer service and its method |
| CN1838644A (en) * | 2005-03-22 | 2006-09-27 | 深圳市沃通通信服务有限公司 | Method for realizing instant communication and E-mail based on Internet address and P2P technique |
Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102571920A (en) * | 2011-12-07 | 2012-07-11 | 携程计算机技术（上海）有限公司 | Online customer service implementation method and online customer service system |
| CN105631573A (en) * | 2014-11-06 | 2016-06-01 | 方家发 | Overall planning service method used for large-scale consumption place |
| CN104917668A (en) * | 2015-05-29 | 2015-09-16 | 百度在线网络技术（北京）有限公司 | Method for establishing conversation communication, auxiliary method, terminal device and server |
| CN109432785A (en) * | 2018-09-17 | 2019-03-08 | 深圳点猫科技有限公司 | A kind of method and electronic equipment of the access of language based on programming wisdom tooth customer service |
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Application publication date: 20110420 |