CN110138987A - A kind of customer service cut-in method promoting high-quality user's viscosity - Google Patents
A kind of customer service cut-in method promoting high-quality user's viscosity Download PDFInfo
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- CN110138987A CN110138987A CN201910400696.XA CN201910400696A CN110138987A CN 110138987 A CN110138987 A CN 110138987A CN 201910400696 A CN201910400696 A CN 201910400696A CN 110138987 A CN110138987 A CN 110138987A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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Abstract
The present invention relates to a kind of customer service cut-in methods for promoting high-quality user's viscosity, this method comprises: obtaining the user information of user to be compared, the user information includes at least incoming call period and hierarchy of users；When the incoming call period of the user is same period, access sequence is determined according at least to the hierarchy of users.While the present invention solves existing access sequence, hierarchy of users is accurately identified by user stratification, in the incoming call of user's same problem, the effective customer service experience for promoting high-value user promotes the viscosity of high-value user.
Description
Technical field
The present invention relates to customer service access field more particularly to a kind of customer service cut-in methods for promoting high-quality user's viscosity.
Background technique
The prior art shares automobile industry user at present and can face a large amount of user's consulting, complain, rescue and expect someone's call, big
In the case of measuring concurrent incoming call, user satisfaction and user's viscosity are promoted simultaneously to promote customer service working efficiency, it is necessary to setting visitor
Take the priority of traffic access.
Existing technology can carry out technical ability line by problem type selected by identification user and the sequencing of incoming call
The successive sequence for shunting and accessing, but in the case where identical problem, the customer service experience of high-value user can not be promoted.
Summary of the invention
It is an object of the present invention in place of solving the above deficiencies in the existing technologies.
To achieve the above object, the present invention provides a kind of customer service cut-in method for promoting high-quality user's viscosity, this method packet
It includes: obtaining the user information of user to be compared, the user information includes at least incoming call period and hierarchy of users；When the use
When the incoming call period at family is same period, access sequence is determined according at least to the hierarchy of users.
Preferably, described to determine access sequence according at least to the hierarchy of users, comprising: when the hierarchy of users is not same
When one level, accessed according to the height of the hierarchy of users.
Preferably, described to determine access sequence according at least to the hierarchy of users, comprising: when the hierarchy of users is same
When level, the sequencing of incoming call is obtained；It is accessed according to the sequencing of user's incoming call.
Preferably, after the user information for obtaining user to be compared, further includes: the problem of obtaining user class
Type.
It is further preferred that it is described determine access sequence according at least to the hierarchy of users before, further includes: work as problem
When type is not same type, the state of shunt line is obtained；When shunt line has been expired, full technical ability customer service group is accessed.
Preferably, the hierarchy of users be divided into core customer, important development user, it is important rush apply flexibly family, important throttling
User, general core customer, General development user, general rush applies flexibly family, generally throttle user, new user, in user's incoming call
According to user mobile phone number by user attaching to corresponding level.
Preferably, the criteria for classifying of the hierarchy of users includes the lower unifrequency of user, receives life locating for existing contribution margin, user
Order period and user credit grade.
Preferably, the incoming call period is divided into idle incoming call period and busy incoming call period.
Preferably, the busy incoming call period is 30 seconds.
Preferably, the idle incoming call period is 60 seconds.
While the present invention solves existing access sequence, hierarchy of users is accurately identified by user stratification, it is identical in user
In the case of the incoming call of problem, the effective customer service experience for promoting high-value user promotes the viscosity of high-value user.
Detailed description of the invention
In order to illustrate the technical solution of the embodiments of the present invention more clearly, required use in being described below to embodiment
Attached drawing be briefly described, it should be apparent that, drawings in the following description are only some embodiments of the invention, for this
For the those of ordinary skill of field, without creative efforts, it can also be obtained according to these attached drawings others
Attached drawing.
Fig. 1 is a kind of process signal of customer service cut-in method for promoting high-quality user's viscosity provided in an embodiment of the present invention
Figure；
Fig. 2 is a kind of method flow diagram of step 201 in Fig. 1；
Fig. 3 is the process signal of another customer service cut-in method for promoting high-quality user's viscosity provided in an embodiment of the present invention
Figure；
Fig. 4 is the process signal of another customer service cut-in method for promoting high-quality user's viscosity provided in an embodiment of the present invention
Figure；
Fig. 5 is the process signal of another customer service cut-in method for promoting high-quality user's viscosity provided in an embodiment of the present invention
Figure.
Specific embodiment
With reference to the accompanying drawings and examples, technical scheme of the present invention will be described in further detail.
The application by user characteristics, use by life cycle locating for the existing contribution margin of lower unifrequency, receipts, user including user
The indexs such as family credit grade establish user stratification model, and user is divided into core customer, important hair by user stratification model
Exhibition user, important rush apply flexibly family, important throttling user, general core customer, General development user, general promote to apply flexibly family, generally
Throttle user, new user.In user's incoming call according to user mobile phone number by user attaching to corresponding level.
Such as Fig. 1, the embodiment of the present invention provides a kind of customer service cut-in method for promoting high-quality user's viscosity, including following step
It is rapid:
Step 101, the user information of user to be compared is obtained, the user information includes at least incoming call period and user
Level.
In one example, the incoming call period is divided into idle incoming call period and busy incoming call period.
Illustratively, busy refers to 8:00-21:00, and the busy incoming call period is 30 seconds, and idle refers to 21:00-8:00, not busy
When the incoming call period be 60 seconds.
Step 201, it when the incoming call period of the user is same period, determines and accesses according at least to the hierarchy of users
Sequentially.
Illustratively, in step 201, when the hierarchy of users is not same level, according to the hierarchy of users
Height is accessed, the high user of priority access hierarchy of users.Here the high user of priority access hierarchy of users, in this way can be
In the case of the incoming call of user's same problem, the effective customer service experience for promoting high-value user promotes the viscosity of high-value user.
Illustratively, such as Fig. 2, when the hierarchy of users is same level, step 201 includes；
Step 2011, the sequencing of incoming call is obtained.
Step 2012, it is accessed according to the sequencing of user's incoming call.
When hierarchy of users is identical, incoming call time preceding priority access.
Need to illustrate when, when the incoming call period of user be different cycles when, be ranked up and connect according to period sequencing
Enter.
In one example, after step 101, the problem of can be combined with user type confirmation access sequence, such as Fig. 3,
This method further include:
Step 102, the problem of obtaining user type.
When type is same type when the user the problem of, directly go to compare hierarchy of users height.
In one example, after step 102, it can be combined with the state confirmation access sequence of shunt line, such as Fig. 4 should
Method further include:
Step 103, when problem types are not same types, the state of shunt line is obtained；
Step 104, when shunt line has been expired, full technical ability customer service group is accessed.
Illustratively, when shunt line is full, shunt line is accessed according to problem types.
Fig. 5 provides the process signal of another customer service cut-in method for promoting high-quality user's viscosity for the embodiment of the present invention
Figure, this method comprises:
Step 31, whether the incoming call period for judging user to be compared is same period；
If so, carrying out step 32, judge whether customer problem type is same type problem:
If so, continuing step 33, judge whether hierarchy of users is same level；
If it is not, carrying out step 34, access is ranked up according to the height of hierarchy of users；
If so, carrying out step 35, access is ranked up according to the sequence of user's incoming call.
In one example, when user is in non-same period, progress step 40 is ranked up according to cycle sequences and connects
Enter.
In one example, when the customer problem type is different type, progress step 50 carries out step judgement and shunts
Whether line has expired；
If it is not, carrying out step 51, corresponding shunt line is accessed according to problem types；
If so, carrying out step 52, full technical ability customer service group is accessed.
After the step 52, continue step 33.
According to the embodiment of another aspect, a kind of computer readable storage medium is also provided, is stored thereon with computer journey
Sequence enables computer execute and combines method described in Fig. 1-5 when the computer program executes in a computer.
According to the embodiment of another further aspect, a kind of calculating equipment, including memory and processor, the memory are also provided
In be stored with executable code, when the processor executes the executable code, realize the method in conjunction with described in Fig. 1-5.
The customer service cut-in method provided in an embodiment of the present invention for promoting high-quality user's viscosity is applicable not only to shared automobile neck
Domain, or it is related to the field of customer service for any.
The step of method in conjunction with described in the disclosure of invention or algorithm can realize in a manner of hardware, can also
It is realized in a manner of being to execute software instruction by processor.Software instruction can be made of corresponding software module, software mould
Block can be stored on random access memory (Random Access Memory, RAM), flash memory, read-only memory (Read
Only Memory, ROM), Erasable Programmable Read Only Memory EPROM (Erasable Programmable ROM, EPROM), electricity can
Erasable programmable read-only memory (Electrically EPROM, EEPROM), register, hard disk, mobile hard disk, CD-ROM
(CD-ROM) or in the storage medium of any other form well known in the art.A kind of illustrative storage medium is coupled to place
Device is managed, to enable a processor to from the read information, and information can be written to the storage medium.Certainly, it stores
Medium is also possible to the component part of processor.Pocessor and storage media can be located in ASIC.In addition, the ASIC can position
In core network interface equipment.Certainly, pocessor and storage media, which can also be used as discrete assembly and be present in core network interface, sets
In standby.
Those skilled in the art are it will be appreciated that in said one or multiple examples, function described in the invention
It can be realized with hardware, software, firmware or their any combination.It when implemented in software, can be by these functions
Storage in computer-readable medium or as on computer-readable medium one or more instructions or code transmitted.
Computer-readable medium includes computer storage media and communication media, and wherein communication media includes convenient for from a place to another
Any medium of one place transmission computer program.Storage medium can be general or specialized computer can access it is any
Usable medium.
Above-described specific embodiment has carried out further the purpose of the present invention, technical scheme and beneficial effects
It is described in detail, it should be understood that being not intended to limit the present invention the foregoing is merely a specific embodiment of the invention
Protection scope, all any modification, equivalent substitution, improvement and etc. on the basis of technical solution of the present invention, done should all
Including within protection scope of the present invention.
Claims (10)
1. a kind of customer service cut-in method for promoting high-quality user's viscosity characterized by comprising
The user information of user to be compared is obtained, the user information includes at least incoming call period and hierarchy of users；
When the incoming call period of the user is same period, access sequence is determined according at least to the hierarchy of users.
2. the customer service cut-in method according to claim 1 for promoting high-quality user's viscosity, which is characterized in that at least root
Access sequence is determined according to the hierarchy of users, comprising:
When the hierarchy of users is not same level, accessed according to the height of the hierarchy of users.
3. the customer service cut-in method according to claim 1 for promoting high-quality user's viscosity, which is characterized in that at least root
Access sequence is determined according to the hierarchy of users, comprising:
When the hierarchy of users is same level, the sequencing of incoming call is obtained；
It is accessed according to the sequencing of user's incoming call.
4. the customer service cut-in method according to claim 1 for promoting high-quality user's viscosity, which is characterized in that in the acquisition
After the user information of user to be compared, further includes:
The problem of obtaining user type.
5. the customer service cut-in method according to claim 4 for promoting high-quality user's viscosity, which is characterized in that it is described at least
Before determining access sequence according to the hierarchy of users, further includes:
When problem types are not same types, the state of shunt line is obtained；
When shunt line has been expired, full technical ability customer service group is accessed.
6. the customer service cut-in method according to claim 1 for promoting high-quality user's viscosity, which is characterized in that the client layer
Grade be divided into core customer, important development user, it is important rush apply flexibly family, important throttling user, general core customer, General development
User, general rush apply flexibly family, generally throttle user, new user, arrive user attaching according to user mobile phone number in user's incoming call
Corresponding level.
7. the customer service cut-in method according to claim 1 for promoting high-quality user's viscosity, which is characterized in that the client layer
The criteria for classifying of grade includes the lower unifrequency of user, receives life cycle and user credit grade locating for existing contribution margin, user.
8. the customer service cut-in method according to claim 1 for promoting high-quality user's viscosity, which is characterized in that the incoming call week
Phase is divided into idle incoming call period and busy incoming call period.
9. the customer service cut-in method according to claim 8 for promoting high-quality user's viscosity, which is characterized in that the busy is exhaled
Entering the period is 30 seconds.
10. the customer service cut-in method according to claim 8 for promoting high-quality user's viscosity, which is characterized in that the idle
The incoming call period is 60 seconds.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910400696.XA CN110138987A (en) | 2019-05-15 | 2019-05-15 | A kind of customer service cut-in method promoting high-quality user's viscosity |
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| CN201910400696.XA CN110138987A (en) | 2019-05-15 | 2019-05-15 | A kind of customer service cut-in method promoting high-quality user's viscosity |
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| CN110138987A true CN110138987A (en) | 2019-08-16 |
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| CN201910400696.XA Pending CN110138987A (en) | 2019-05-15 | 2019-05-15 | A kind of customer service cut-in method promoting high-quality user's viscosity |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN112559898A (en) * | 2021-02-24 | 2021-03-26 | 北京每日优鲜电子商务有限公司 | Item information sending method, item information sending device, electronic equipment and computer readable medium |
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Application publication date: 20190816 |
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