CN116362759A - Mobile Internet order management system - Google Patents
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- CN116362759A CN116362759A CN202310308958.6A CN202310308958A CN116362759A CN 116362759 A CN116362759 A CN 116362759A CN 202310308958 A CN202310308958 A CN 202310308958A CN 116362759 A CN116362759 A CN 116362759A
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- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
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- 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
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
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- G06Q30/00—Commerce
- G06Q30/06—Buying, selling or leasing transactions
- G06Q30/0601—Electronic shopping [e-shopping]
- G06Q30/0633—Lists, e.g. purchase orders, compilation or processing
- G06Q30/0635—Processing of requisition or of purchase orders
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- Y02P—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN THE PRODUCTION OR PROCESSING OF GOODS
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Abstract
The invention relates to the technical field of internet order management, in particular to a mobile internet order management system, which comprises a consultation end, a management end and a butt joint end; the consultation end, the management end and the butt joint end are connected through a network and used for carrying out data transmission; the consultant carries out order consultation through the consultation end, and builds a channel with the corresponding butt joint end after being allocated by the management end; the management end comprises a first transmission unit, a deployment module and an order generation module; the first transmission unit is connected with the consultation end and is used for acquiring the consultation information of the consultation end; the allocation module is connected with the first transmission unit; according to the invention, the session information and the dialogue data are compared through the comparison unit, the allocation unit can construct channels of the consultation end and the corresponding butt end according to the comparison result of the comparison unit, so that the condition of customer service ticket collision is avoided, and meanwhile, the product communication efficiency and the ticket forming rate are improved.
Description
Technical Field
The invention relates to the technical field of internet order management, in particular to a mobile internet order management system.
Background
Order management refers to the transaction process between a customer and a merchant during the sale of goods, including three parts, pre-sale, in-sale and after-sale. Order management is an effective extension of customer relationship management, personalized and differentiated services can be better integrated into customer management, and economic benefits and customer satisfaction can be promoted; with the development of the mobile internet, more and more people realize a product ordering process through the internet.
For the port for entering the consultation commodity through the Internet, the enterprise generally arranges customer service for docking according to a rotating mode, and for the order form of the customer service completed in the docking process, the enterprise rewards, and part of customers do not order immediately after obtaining the required information, so that under the condition that part of customers order for the second time, the situation of customer service collision is extremely easy to cause, and further, the accounting of the customer service order rate is influenced.
In view of the above, the present invention accordingly provides a mobile internet order management system, which solves the above technical problems.
Disclosure of Invention
In order to make up for the defects of the prior art, the invention provides the mobile Internet order management system, the session information and the dialogue data are compared through the comparison unit, and the allocation unit can construct channels of the consultation end and the corresponding butt joint end according to the comparison result of the comparison unit, so that the situation of customer service ticket collision is avoided, and meanwhile, the product communication efficiency and the product ticket forming rate are improved.
The invention relates to a mobile internet order management system, which comprises a consultation end, a management end and a docking end; the consultation end, the management end and the butt joint end are connected through a network and used for carrying out data transmission; the consultant carries out order consultation through the consultation end, and builds a channel with the corresponding butt joint end after being allocated by the management end;
the management end takes a server as a carrier; the management end comprises a first transmission unit, a deployment module and an order generation module; the first transmission unit is connected with the consultation end and is used for acquiring the consultation information of the consultation end; the allocation module is connected with the first transmission unit;
the allocation module comprises a first recording unit, a comparison unit and an allocation unit; the first recording unit is used for recording dialogue data transmitted between the consultation end and the butt joint end; the comparison unit is used for comparing the new session information with the session data of the consultation terminal; the allocating unit controls the consultation end to match the corresponding butt joint end according to the comparison result of the comparison unit;
the order generation module is connected with the first transmission unit; the order generation module is used for generating order information for an order agreement achieved by the consultation end and the docking end.
Preferably, the docking end takes electronic equipment as a carrier, such as a computer; the docking end comprises a second transmission unit and a docking module; the second transmission unit is connected with the first transmission unit; the docking module is connected with the second transmission unit; the docking module is used for session information communication; the consultation terminal takes electronic equipment as a carrier, such as a mobile phone; the consultation terminal comprises a third transmission unit and a consultation module; the consultation module comprises a consultation unit and an acquisition unit; the consultation unit is used for sending session information by the consultant; the acquisition unit acquires the IP address of the consultant after the consultant authorizes the IP address; the advisory module will transmit data to the third transmission unit.
Preferably, the first recording unit records the number of consultations of the consultation terminal; the allocation unit changes the corresponding butt joint end after the consultation times are larger than a preset threshold value; and the first recording unit records the consultation times of the consultation terminal and clears according to the generation condition of the order generation module.
Preferably, the first recording unit records a single consultation duration of the consultant; the allocation unit changes the corresponding butt joint end after the consultation time length is larger than a preset threshold value; the first recording unit performs word-class statistics on session information of the consultant to form a problem tag; and the first recording unit records that the consultation time length can be counted again after the problem label disappears.
Preferably, the first recording unit extracts keywords from the dialogue data under the order generating module, and the allocating unit divides the good-quality butt joint categories for the butt joint ends according to the keyword information extracted by the first recording unit.
Preferably, the deployment module further comprises a monitoring unit; the monitoring unit monitors the number of consultants communicated with the docking end on line; the allocating unit takes the priority of the fewer consultants monitored by the monitoring unit and communicated online before allocating the corresponding butt joint ends.
Preferably, the consultation module further includes a second recording unit; the second recording unit is used for recording the IP address of the butt joint end; and the allocating unit allocates the corresponding butt joint ends after capturing the data of the second recording unit.
Preferably, the first recording unit sorts, extracts, analyzes and gathers the dialog data of the incomplete transactions to form the problem points of the incomplete transactions; and the monitoring unit monitors the non-intersection problem points summarized by the first recording unit.
The beneficial effects of the invention are as follows:
1. according to the invention, the session information and the dialogue data are compared through the comparison unit, the allocation unit can construct channels of the consultation end and the corresponding butt end according to the comparison result of the comparison unit, so that the condition of customer service ticket collision is avoided, and meanwhile, the product communication efficiency and the ticket forming rate are improved.
2. According to the invention, after the first recording unit records that the number of times of consultation of the same consultant exceeds the preset threshold, the allocation program of the allocation unit is triggered, the allocation unit can replace the originally corresponding butt joint end, the background customer service of the other butt joint end is replaced again, the replaced butt joint end background customer service can acquire the dialogue data of the first recording unit, seamless butt joint is realized, the embarrassment of the corresponding butt joint end background customer service is solved, and the improvement of the single rate is facilitated.
3. According to the invention, the first recording unit records the communication duration, when the communication duration is greater than the preset threshold, the water leakage word eyes are also in the communication session information, and the allocating unit can replace the background customer service of the other butt joint end, so that timely solution is provided for the consultant.
Drawings
The invention will be further described with reference to the drawings and embodiments.
Fig. 1 is a block flow diagram of a system in accordance with the present invention.
Detailed Description
The invention is further described in connection with the following detailed description in order to make the technical means, the creation characteristics, the achievement of the purpose and the effect of the invention easy to understand.
As shown in fig. 1, the mobile internet order management system according to the present invention includes the following embodiments:
example 1:
a mobile Internet order management system comprises a consultation end, a management end and a butt joint end; the consultation end, the management end and the butt joint end are connected through a network and used for carrying out data transmission; the consultant carries out order consultation through the consultation end, and builds a channel with the corresponding butt joint end after being allocated by the management end;
the management end takes a server as a carrier; the management end comprises a first transmission unit, a deployment module and an order generation module; the first transmission unit is connected with the consultation end and is used for acquiring the consultation information of the consultation end; the allocation module is connected with the first transmission unit;
the allocation module comprises a first recording unit, a comparison unit and an allocation unit; the first recording unit is used for recording dialogue data transmitted between the consultation end and the butt joint end; the comparison unit is used for comparing the new session information with the session data of the consultation terminal; the allocating unit controls the consultation end to match the corresponding butt joint end according to the comparison result of the comparison unit;
the order generation module is connected with the first transmission unit; the order generation module is used for generating order information for an order agreement achieved by the consultation end and the docking end;
when the system is used, for a port for entering consultation commodities through the Internet, enterprises generally arrange customer service for docking in a rotating manner, and for orders of the customer service completed in the docking process with consultants, the enterprises can rewards, and part of consultants do not issue orders immediately after obtaining required information, so that under the condition of issuing the orders for the second time of part of the consultants, the situation of collision of the customer service is extremely easy to cause, and further, the accounting of the customer service order rate is influenced;
therefore, after a consultant logs in internet platforms such as various large e-commerce platforms or websites through a consultant terminal, session information is sent according to pop-up windows, the session information comprises units, product names and consultation information, then the consultant terminal transmits the session information to a first transmission unit of a management terminal, the first transmission unit transmits the session information to a comparison unit in a distribution module, the comparison unit can call session data recorded by the first recording unit to compare the session information to check whether the session information is the same unit, if the unit in the session information is different from the unit in the session data, the comparison unit judges that the consultant is a new consultant, the new consultant can be distributed according to a scheduling sequence, namely the distribution unit can construct channels of corresponding butt ends according to the scheduling sequence, so that corresponding customer service can be in butt joint communication, after a purchase protocol is achieved in the communication process, an order generation module can automatically generate order information and carry out stock and transportation through related departments; for dialogue data in the communication process of the new consultant and customer service, the first recording unit stores the information of the butt joint end and the unit of the consultant end at the same time; when the comparison unit compares the units in the session information with the units in the dialogue data, the comparison unit judges that the units are old consultants, the allocation unit constructs a corresponding butt joint end channel according to the butt joint end information recorded by the first recording unit, so that the customer service of the consultation experience of the old consultants is subjected to butt joint communication, under the condition that the old consultants can count the ordering condition to the corresponding customer service of the butt joint end even if the old consultants make an ordering condition, the order information generated by the order generation module comprises the customer service information of the ordering butt joint, and the consultant information, and enterprises can count and calculate the customer service ordering rate and related performance calculation according to the record of the order information; arranging the corresponding customer service of the butt joint end background for butt joint is also beneficial to improving the communication efficiency and the order forming rate, for example, arranging a consultant who has completed an order to a customer service which is not communicated with the consultant, thus leading to the situations of not serving the consultant in place, answering questions and the like, simultaneously facing the after-sales problem of the order, and not being capable of rapidly solving the customer service which is not communicated with the consultant, delaying the optimal solving time, therefore, the system analyzes the customer service before arranging the corresponding customer service for butt joint, and then arranges the corresponding customer service for targeted solving, thereby improving the order forming rate and the service quality; the number of the consultation end and the butt joint end in the application is multiple;
according to the invention, the session information and the dialogue data are compared through the comparison unit, the allocation unit can construct channels of the consultation end and the corresponding butt end according to the comparison result of the comparison unit, so that the condition of customer service ticket collision is avoided, and meanwhile, the product communication efficiency and the ticket forming rate are improved.
In this embodiment, the docking end uses an electronic device as a carrier, for example, a computer; the docking end comprises a second transmission unit and a docking module; the second transmission unit is connected with the first transmission unit; the docking module is connected with the second transmission unit; the docking module is used for session information communication; the consultation terminal takes electronic equipment as a carrier, such as a mobile phone; the consultation terminal comprises a third transmission unit and a consultation module; the consultation module comprises a consultation unit and an acquisition unit; the consultation unit is used for sending session information by the consultant; the acquisition unit acquires the IP address of the consultant after the consultant authorizes the IP address; the consultation module transmits data to the third transmission unit;
when the system is used, after a consultant opens a mobile phone and enters a platform through the Internet, the platform pops up a consultation window and an IP address acquisition permission window, the consultant sends session information through a consultation unit, the acquisition unit acquires an IP address of a consultation end after clicking authorization by the consultant, then the consultation module binds and sends the session information of the consultation unit and the IP address acquired by the acquisition unit to a third transmission unit, the third transmission unit transmits data transmitted by the consultation module to a first transmission unit, a comparison unit compares the session information of the consultation with the IP address and the data in the first recording unit, if a unit recorded by the first recording unit is consistent with the IP address of the consultation unit, the consultation unit is indicated to have the previous consultation, the corresponding butt joint end is arranged according to the result of the comparison unit, the session information of the consultation unit is transmitted to a second transmission unit, the second transmission unit is transmitted to the butt joint module, and a background customer service of the butt joint end can communicate the session information through the butt joint module; if the unit and the IP address recorded by the first recording unit are different from one of the consultants, a window needs to be popped up again in the consultant unit, for example, whether the selection button for the first consultation is selected by the consultant, and the allocating unit can arrange the corresponding docking ends for docking according to the selection category of the popup window in the consultant unit by the consultant; if the unit and the IP address recorded by the first recording unit are different from the consultant, the new consultant is judged, and the allocating unit arranges the corresponding butt ends according to the set alternate sequence of the system to carry out the butt joint treatment.
In this embodiment, the consultation module further includes a second recording unit; the second recording unit is used for recording the IP address of the butt joint end; the allocating unit allocates the corresponding butt joint ends after capturing the data of the second recording unit;
when the system is used, in the process that a consultant carries out primary consultation through the consultation end, the allocation unit allocates the corresponding butt joint end to carry out butt joint service, so that the second recording unit can record the IP address of the butt joint end which is being butted and the background customer service number, when the consultant carries out consultation again, the consultation module can bind and transmit the data of the second recording unit and the session information of the consultation unit to the first transmission unit, and after the data of the second recording unit is identified, the allocation unit directly arranges the corresponding butt joint end to carry out butt joint without comparison by the comparison unit, thereby greatly improving the feedback efficiency of the background customer service of the butt joint end, reducing the waiting time of the consultant in a window in the consultation end, improving the service quality and improving the single rate; the first recording unit in the present application has functions of storing, calculating, recording, counting and analyzing.
Example 2, this example differs from the example in that:
the first recording unit records the consultation times of the consultation terminal; the allocation unit changes the corresponding butt joint end after the consultation times are larger than a preset threshold value; the first recording unit records the consultation times of the consultation terminal and clears the consultation times according to the generation condition of the order generation module;
when the system is used, a consultant carries out consultation through a consultation end, the first recording unit records the number of consultation times of the consultant, namely, consultation is carried out once every certain time, in order to avoid the situation that a customer service encounters a problem that the consultant can communicate repeatedly and has no effect, a deployment program of the deployment unit is set, namely, after the first recording unit records that the number of times of consultation of the same consultant exceeds a preset threshold, the deployment program of the deployment unit is triggered, the deployment unit can replace the originally corresponding butt joint end and replace the background customer service of the other butt joint end, the replaced butt joint end background customer service can acquire dialogue data of the first recording unit to realize seamless butt joint, thus solving the embarrassment of the corresponding butt joint end background customer service, being beneficial to improving the single rate, namely, part of consultants can not realize the purpose of order transaction on the butt joint skill, and simultaneously playing the role of supervising the communication efficiency of the butt joint end background customer service, and avoiding invalid communication affecting the best transaction opportunity; in order to avoid the accumulated records of the consultation times of the consultants caused by repeated ordering, in the implementation, the program setting is performed on the consultation times of the first recording unit, and under the condition that the order generating module places the consultation for each time, the first recording unit clears the corresponding consultation times of the consultants, so that the corresponding consultation times are accumulated again, further, the situation that the background customer service of other butt ends robs the orders is avoided, and the setting of the allocation unit in the embodiment is more reasonable.
In this embodiment, the first recording unit records a single consultation duration of the consultant; the allocation unit changes the corresponding butt joint end after the consultation time length is larger than a preset threshold value; the first recording unit performs word-class statistics on session information of the consultant to form a problem tag; the first recording unit records that the consultation time length can be counted again after the problem label disappears;
when the method is used, in the process that a consultant carries out problem consultation through a consultation end, a first recording unit records the single consultation duration of the consultant, so that the problem that corresponding butt-joint end background customer service cannot solve on the same problem, for example, the problem that the consultant and the butt-joint end communicate with each other is that products leak water is avoided, a water leakage word eye is captured and counted by the first recording unit, then the first recording unit starts to record the communication duration, when the communication duration is longer than a preset threshold value, the water leakage word eye is still in communication session information, a blending unit can replace the background customer service of the other butt-joint end, and further the problem is solved in time for the consultant, and it is worth noting that the replaced butt-joint end background customer service can acquire the dialogue data of the first recording unit to realize seamless butt joint; if the water leakage problem consulted by the consultant is changed into a short-circuit problem, the first recording unit defaults to solve the water leakage problem, and the first recording unit stops the time length record of the water leakage problem and changes into other problems, such as the time length record of the product short-circuit problem, so that the communication efficiency and timeliness of the abutting end background customer service are urged.
Example 3, this example differs from the example in that:
the first recording unit extracts keywords of dialogue data under the order generation module, and the allocating unit divides the good-quality butt joint type for the butt joint end according to the keyword information extracted by the first recording unit;
when the method is used, as the number of orders generated by the order generation module is increased, the first recording unit is matched with the dialogue data and the consultant data after the orders are completed, the first recording unit can form a database and extract the dialogue data under the orders, for example, the alpha-class product parameter words in the background alpha-customer service order data are more, so that the alpha-class product parameter words can be judged to have more experience and higher yield; the first recording unit also extracts and counts the data of consultants, for example, the background second customer service list data are mostly middle-aged men, and the third customer service list data are mostly young women, so that the second customer service and the third customer service have different advantages on different service groups; when a new consultant carries out product consultation through the consultation end, the allocation unit can match corresponding butt-end background customer service according to keywords in the session information of the consultant and categories of service groups, and therefore the single rate is improved.
In this embodiment, the deployment module further includes a monitoring unit; the monitoring unit monitors the number of consultants communicated with the docking end on line; before the corresponding butt joint ends are allocated, the allocation unit takes the priority of the fewer consultants monitored by the monitoring unit and communicated online;
when the system is used, background staff at the butt joint end can butt joint the number of the consultants at the butt joint end at the same time, the monitoring unit can monitor the number of the consultants communicated with the butt joint end on line, for example, the first customer service has four consultants to consult, the second customer service has one consultant to consult, when encountering a new consultant to carry out product consultation, the allocation unit can build channels between the new consultant and the background customer service at the butt joint end with less number of the online communication consultants, so that the customer service with less number of the online communication consultants has more energy to process the new consultation problem, the timeliness of communication is improved, other customer services are also supervised and promoted, the condition that the background customer service of the butt joint end is idle is avoided, and internal competition is promoted.
In this embodiment, the first recording unit sorts, extracts, analyzes and gathers the dialog data of the incomplete transactions to form the problem points of the incomplete transactions; the monitoring unit monitors the non-intersection problem points summarized by the first recording unit;
when the method is used, the consultant in the consultant end and the background customer service in the butt end form dialogue data containing a large amount of information, and in order to further analyze reasons of unfinished orders, the first recording unit can sort, extract, analyze and collect the unfinished dialogue data which are unfinished, for example, a large amount of characters such as quality, damage and the like appear in the dialogue data, the unfinished problem points which can be marked by eyes are quality, and a large amount of characters such as price, price and the like appear in the dialogue data, and the unfinished problem points which can be marked by eyes such as price and the like are price; the monitoring unit can control the quality of the generation department by background staff under the condition that the quality problem in the non-intersection problem point of the first recording unit is relatively high; under the condition that the price problem in the non-delivery problem point of the first recording unit is high, background staff can take measures such as down regulation on pricing in the Internet, and then the latest reasons of non-delivery can be mastered in real time through monitoring of the monitoring unit, and further corresponding adjustment is timely made, so that delivery volume of subsequent orders is improved.
The foregoing has shown and described the basic principles, principal features and advantages of the invention. It will be understood by those skilled in the art that the present invention is not limited to the embodiments described above, and that the above embodiments and descriptions are merely illustrative of the principles of the present invention, and various changes and modifications may be made without departing from the spirit and scope of the invention, which is defined in the appended claims. The scope of the invention is defined by the appended claims and equivalents thereof.
Claims (8)
1. A mobile internet order management system, characterized by: the system comprises a consultation end, a management end and a butt joint end; the consultation end, the management end and the butt joint end are connected through a network and used for carrying out data transmission; the consultant carries out order consultation through the consultation end, and builds a channel with the corresponding butt joint end after being allocated by the management end;
the management end takes a server as a carrier; the management end comprises a first transmission unit, a deployment module and an order generation module; the first transmission unit is connected with the consultation end and is used for acquiring the consultation information of the consultation end; the allocation module is connected with the first transmission unit;
the allocation module comprises a first recording unit, a comparison unit and an allocation unit; the first recording unit is used for recording dialogue data transmitted between the consultation end and the butt joint end; the comparison unit is used for comparing the new session information with the session data of the consultation terminal; the allocating unit controls the consultation end to match the corresponding butt joint end according to the comparison result of the comparison unit;
the order generation module is connected with the first transmission unit; the order generation module is used for generating order information for an order agreement achieved by the consultation end and the docking end.
2. A mobile internet order management system according to claim 1, wherein: the docking end takes electronic equipment as a carrier; the docking end comprises a second transmission unit and a docking module; the second transmission unit is connected with the first transmission unit; the docking module is connected with the second transmission unit; the docking module is used for session information communication; the consultation terminal takes electronic equipment as a carrier; the consultation terminal comprises a third transmission unit and a consultation module; the consultation module comprises a consultation unit and an acquisition unit; the consultation unit is used for sending session information by the consultant; the acquisition unit acquires the IP address of the consultant after the consultant authorizes the IP address; the advisory module will transmit data to the third transmission unit.
3. A mobile internet order management system according to claim 2, wherein: the first recording unit records the consultation times of the consultation terminal; the allocation unit changes the corresponding butt joint end after the consultation times are larger than a preset threshold value; and the first recording unit records the consultation times of the consultation terminal and clears according to the generation condition of the order generation module.
4. A mobile internet order management system according to claim 3, wherein: the first recording unit records the single consultation duration of the consultant; the allocation unit changes the corresponding butt joint end after the consultation time length is larger than a preset threshold value; the first recording unit performs word-class statistics on session information of the consultant to form a problem tag; and the first recording unit records that the consultation time length can be counted again after the problem label disappears.
5. A mobile internet order management system according to claim 2, wherein: the first recording unit extracts keywords from the dialogue data under the order generation module, and the allocating unit divides the butt joint end into good butt joint categories according to the keyword information extracted by the first recording unit.
6. The mobile internet order management system of claim 5 wherein: the allocation module further comprises a monitoring unit; the monitoring unit monitors the number of consultants communicated with the docking end on line; the allocating unit takes the priority of the fewer consultants monitored by the monitoring unit and communicated online before allocating the corresponding butt joint ends.
7. A mobile internet order management system according to claim 2, wherein: the consultation module also comprises a second recording unit; the second recording unit is used for recording the IP address of the butt joint end; and the allocating unit allocates the corresponding butt joint ends after capturing the data of the second recording unit.
8. The mobile internet order management system of claim 6 wherein: the first recording unit is used for sorting, extracting, analyzing and summarizing the dialog data which are not completed to form a problem point which is not completed; and the monitoring unit monitors the non-intersection problem points summarized by the first recording unit.
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