A mobile customer service system and method for aggregating multiple communication modes

Abstract

The invention provides a mobile customer service method aggregating multiple communication modes. Acquired customer service information is aggregated and encapsulated into a data encapsulation package; the data encapsulation package is analyzed, and related data are read from a data storage unit to carry out secondary relevance encapsulation; the data encapsulation package with the secondary relevance encapsulation is transmitted to a specific mobile customer service terminal; feedback data transmitted by the mobile customer service terminal are received; the feedback data are analyzed, corresponding data items in the data storage unit are updated according to the feedback data, and the feedback data are distributed and encapsulated; the distributed and encapsulated feedback data are processed and distributed to corresponding customer service source users according to corresponding communication protocols, and a closed loop of the feedback of customer service demands is achieved. According to the mobile customer service method aggregating the multiple communication modes, the characteristics of the wireless interconnection and interworking of a mobile intelligent communication terminal and a cloud computing server are fully used, the defects that a traditional CTI customer service system is complex to implement and high in cost are overcome, and the demands of managers of service class small and micro businesses for tablet computers, smartphones and other aspects are met.

Description

technical field [0001] The invention relates to the field of comprehensive application of mobile Internet and wireless communication, in particular to a mobile customer service system and method for aggregating multiple communication modes. Background technique [0002] The customer service system is currently the main way for enterprises to communicate with customers and provide necessary services. Its main technical application is CTI (Computer Telecommunications Integration), which combines computer systems and fixed-line communication systems to realize automated or semi-automated services, such as Self-service inquiry, business handling, telephone banking, etc. With the rapid development of the Internet and e-commerce in recent years, some online customer service modules based on web pages or instant messaging tools have gradually been integrated into the CTI system, realizing the effective integration of all business logic, which not only improves the ability of enterp...

AI Technical Summary

Problems solved by technology

[0003] However, the existing CTI systems are often designed and developed according to the needs of large enterprises, such as banks, telecommunications, etc.

This kind of customer service system not only has complex and huge business logic, but also costs tens of millions or even hundreds of millions. It is difficult for ordinary companies to bear such a high investment.

Even the simplified CTI system tailored for small and medium-sized enterprises often requires a professional R&D team for business integration, as well as special personnel for daily maintenance and management, which is also expected for many small and micro enterprises in China. And

Images