A customer service method, management platform, storage medium and system

Abstract

The invention relates to the technical field of the Internet, and relates to 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, generating a customer service work order according to the fault information; according to the customer service work order Establish a multimedia communication connection between the customer service personnel and the faulty intelligent hardware, and realize the real-time communication between the customer service personnel and the user about the fault situation; determine the fault handling plan according to the results of the real-time communication between the customer service personnel and the user, and send the fault processing plan to the user or the intelligent hardware ; Receive the troubleshooting result of the user or the intelligent hardware according to the troubleshooting scheme, if the fault is not eliminated, perform fault escalation and generate a maintenance work order, and notify the maintenance personnel to troubleshoot the intelligent hardware according to the maintenance work order. The invention overcomes the defects of the prior art, realizes providing satisfactory solutions for users, avoids impairment of goodwill and reduces the risk of user loss.

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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