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Customer service access method for improving high-quality user stickiness

A technology of high-quality users and access methods, applied in special services for subscribers, customer communication, automatic exchange offices, etc., can solve the problem of unable to improve the customer service experience of high-value users, and achieve the effect of improving customer service experience and increasing stickiness

Inactive Publication Date: 2019-08-16
北京首汽智行科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] Existing technologies can divide skill lines and sequence access by identifying the type of problem selected by the user and the order of incoming calls, but in the case of the same problem, it cannot improve the customer service experience of high-value users

Method used

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  • Customer service access method for improving high-quality user stickiness
  • Customer service access method for improving high-quality user stickiness
  • Customer service access method for improving high-quality user stickiness

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Embodiment Construction

[0022] The technical solutions of the present invention will be further described in detail below in conjunction with the drawings and embodiments.

[0023] This application establishes a user hierarchical model based on user characteristics, including user order frequency, cash contribution value, user life cycle, user credit rating and other indicators, and divides users into core users and important developments through the user hierarchical model Users, important promotion users, important throttling users, general core users, general development users, general promotion users, general throttling users, new users. When the user calls in, the user is assigned to the corresponding level according to the user's mobile phone number.

[0024] Such as figure 1 , The embodiment of the present invention provides a customer service access method for improving the stickiness of high-quality users, including the following steps:

[0025] Step 101: Obtain user information of users to be com...

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Abstract

The invention relates to a customer service access method for improving high-quality user stickiness, and the method comprises the steps: obtaining the user information of a to-be-compared user, and enabling the user information to at least comprise an incoming call period and a user level; and when the call-in periods of the users are the same period, determining an access sequence at least according to the user levels. According to the method and the device, the user levels are accurately identified through user layering while the existing access ordering is solved, the customer service experience of high-value users is effectively improved under the condition that the users have the same problems, and the viscidity of the high-value users is improved.

Description

Technical field [0001] The present invention relates to the field of customer service access, and in particular to a customer service access method that improves the stickiness of high-quality users. Background technique [0002] Existing technology At present, users in the shared car industry face a large number of user consultation, complaint, rescue and other calls. In the case of a large number of concurrent incoming calls, in order to improve the efficiency of customer service while increasing user satisfaction and user stickiness, it is necessary to set up customer service call access. Incoming priority. [0003] The existing technology can perform skill line diversion and access sequencing by identifying the type of question selected by the user and the sequence of incoming calls, but in the case of the same question, the customer service experience of high-value users cannot be improved. Summary of the invention [0004] The purpose of the present invention is to solve the ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51G06Q30/02
CPCG06Q30/0281H04M3/5141
Inventor 毛彩云
Owner 北京首汽智行科技有限公司
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