Method for handling communication network quality complaints based on customer perception

Abstract

The invention provides a method for handling communication network quality complaints based on customer perception, relating to the field of complaint handling in communication operation, wherein the method is used for solving the problems concerned by customers in the complaint process by using an information technology (IT) means and promoting the degree of satisfaction of handling and solving the complaints. Aiming at specific customers (the customers are convenient to surf the internet or can use internet-capable mobile phones) in the complaints, network information is provided based on maps, and an interactive mode is adopted, thus being convenient for the customers to complaint, and solving the complaint problems from the customers as soon as possible. By using the instant interaction, the customers can be independent, the satisfaction of customer participation can be promoted, the complaint handling number for customer service representatives can be reduced, and the manual labor is saved, the complaint positions of the customers are obtained more exactly so as to provide a data support for follow-up network adjustment.

Description

technical field [0001] The invention relates to the field of complaint handling in communication operations, and specifically solves customer concerns in the complaint process through IT means, and improves the satisfaction degree of complaint handling. Background technique [0002] For the specific users in complaints, mainly those who have easy access to the Internet or use smart phones with Internet access, provide map-based network information and use interactive methods to facilitate customer complaints and solve customer complaints in the shortest possible time. Through this kind of real-time interaction, customers can be independent, and the satisfaction of customer participation can be improved; the number of complaints handled by customer service personnel can be reduced, saving manpower; more accurate location of user complaints can be obtained, and data support can be provided for subsequent network adjustments. [0003] Customer complaints are a complex issue tha...

AI Technical Summary

Problems solved by technology

[0012] The location of the complaint is very important to the resolution of the complaint, but often due to the description of the geographic location by the complainant and the communication efficiency of the hotline, the accuracy of the location is not high

It is also difficult for customer service personnel to accurately record due to unfamiliarity with the geographic location and lack of necessary support means.

In many technical documents, it is mentioned that the customer's activity track can be played back through signaling data, and the location of the complaint can be selected and determined through the time description and geographical location of the complainant; Software method, operate the software at the location where you want to complain to obtain the latitude and longitude and save it, and automatically extract it when you complain), but this method is inconvenient and difficult to operate, and it is difficult to promote

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