Customer service method, management platform, storage medium and system

Abstract

The invention relates to the technical field of the Internet, and discloses a customer service method, a management platform, a storage medium and a system. The method includes the following steps: receiving fault information sent by intelligent hardware, and generating a customer service work order according to the fault information; establishing a multimedia communication connection between a customer service worker and the intelligent hardware with a fault according to the customer service work order, so as to realize real-time communication for fault conditions between the customer serviceworker and a user; determining a fault handling solution according to the result of the real-time communication between the customer service worker and the user, and transmitting the fault handling solution to the user or the intelligent hardware; receiving a fault handing result from the user or the intelligent hardware according to the fault handling solution; upgrading the fault if the fault is not removed, generating a maintenance work order, and notifying a maintainer of removing the fault of the intelligent hardware according to the maintenance work order. The method irons out the defects in the prior art, achieves a purpose of providing a satisfactory solution for the user, avoids the decrease of business reputation, and reduces the loss risks of users.

Description

technical field [0001] The invention relates to the technical field of the Internet, in particular to a customer service method, a management platform, a storage medium and a system. Background technique [0002] With the widespread application of Internet technology and the increasing popularity of online payment, the application of Internet of Things technology in commercial smart hardware is becoming more and more common. Usually, when a "remote" device fails, it will generally cause the device to be out of service, and failure to repair it in time will lead to business loss; what's worse: the failure occurs while the user is operating, which will lead to poor user experience. Failure to obtain user understanding in a timely and effective manner will also lead to loss of users and impairment of goodwill. 1. Existing commercial smart hardware operators usually publish the user service phone number in the device or APP, and when users encounter problems, they can seek solu...

AI Technical Summary

Problems solved by technology

If the complaint is not in the working hours of the operator's user service department, it will cause inconvenience for users to complain, and may even cause losses to users

2. After the device fails, even if the device management platform receives the fault code of the device, it will cause fearless labor for maintenance personnel and increase operating costs because it has not communicated with the user to confirm the fault phenomenon and confirmed the nature of the fault through simple remote operation ; or maintenance personnel failed to arrive on site in time for maintenance, resulting in business loss

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