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Customer complaint solving method based on B/S framework work order flow and customer complaint solving system thereof

A solution method and technology of S architecture, applied in the field of customer complaint resolution method and system based on B/S architecture work order circulation, to achieve the effect of improving competitiveness and advantages, improving satisfaction, and flexible configuration

Inactive Publication Date: 2016-09-14
北京思特奇信息技术股份有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Based on the design of B / S architecture, the present invention transfers, handles, solves and gives feedback on the accepted complaint cases; it is applied to the telecommunications service industry to collect customers' questions and suggestions, and efficiently solves the problems that customers appear in using operators' products and services

Method used

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  • Customer complaint solving method based on B/S framework work order flow and customer complaint solving system thereof
  • Customer complaint solving method based on B/S framework work order flow and customer complaint solving system thereof

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Embodiment Construction

[0018] The principles and features of the present invention are described below in conjunction with the accompanying drawings, and the examples given are only used to explain the present invention, and are not intended to limit the scope of the present invention.

[0019] Such as figure 1 As shown, a method for solving customer complaints based on B / S structure work order circulation is characterized in that it includes:

[0020] S1. Collect basic customer information and complaint content, form a preliminary case record, and store it in the database.

[0021] a. The basic customer information includes name, phone number and address, etc., to facilitate subsequent communication and feedback with users, and to facilitate the analysis of the regional impact on the problem;

[0022] b. Cases are recorded in S1 according to the business type, which is convenient for query and analysis after the filing of the case;

[0023] c. Collect and record problem codes and problem descript...

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Abstract

The invention relates to a customer complaint solving method based on B / S framework work order flow and a customer complaint solving system thereof. The method comprises the steps that customer basic information and complaint content are acquired so that a preliminary case record is formed and stored in a database; the preliminary case record is extracted and compiled and completed so that a complete and standard work order case is formed and stored in a work order pool of the corresponding skill group; the work order case of the work order pool is inquired, and work order extraction is performed according to the actual processing capacity and the responsibility range of processing personnel; and work order processing within the responsibility range is performed on the extracted work order and then flows to the work order pool of the next skill group to perform processing continuously after completion of processing. Solving of the complaint issues is realized by adopting the mode of combination of the B / S work order flow and skill group employee configuration, and all the flow nodes are flexibly configured so that user complaint solving time can be shortened, issue solving efficiency can be enhanced, user satisfaction can be enhanced and the competitiveness and the advantages of the method in the similar industries can be enhanced.

Description

technical field [0001] The invention relates to the technical field of telecommunications, in particular to a method and system for solving customer complaints based on B / S structure work order circulation. Background technique [0002] In the current situation where the scale and business volume of the telecommunications industry are constantly increasing, the number of users and business volumes of all telecommunications operators are constantly increasing. In this context, operators provide efficient ways to solve various consultation and complaint problems for users, improve user satisfaction rate, and maintain good customer relationship has become an important means and way to maintain the healthy development and growth of operators. [0003] For the current user complaints, various consultations and suggestions, only through simple records and communication between departments using traditional telephone and email, the efficiency of dealing with problems is low, and it...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q30/00G06Q10/10G06F17/30
CPCG06Q30/016G06F16/252G06Q10/103
Inventor 孟凡亮
Owner 北京思特奇信息技术股份有限公司
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