CN103514547A - Online customer service communication method and system for enterprise website - Google Patents
Online customer service communication method and system for enterprise website Download PDFInfo
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- CN103514547A CN103514547A CN201310106943.8A CN201310106943A CN103514547A CN 103514547 A CN103514547 A CN 103514547A CN 201310106943 A CN201310106943 A CN 201310106943A CN 103514547 A CN103514547 A CN 103514547A
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Abstract
The invention discloses an online customer service communication method for an enterprise website. The online customer service communication method comprises the steps that a customer selects a questioned object, customer service personnel respond, a server calls product information out from a database automatically and display the product information to the customer, communication is finished if the customer is satisfied with the answer of the customer service personnel and display of the product information, and the customer can continue asking questions if not being satisfied. According to the online customer service communication method, an online communication system which is efficient and convenient to use is provided for the customer and the customer service personnel on the enterprise website, and therefore the customer satisfaction is improved, and the development of electronic commerce is promoted.
Description
Technical field
The present invention relates to a kind of enterprise web site online customer service communication method and system, belong to network communication field.
Background technology
Within 2011, China E-Commerce Business turnover reaches 6.0 trillion.The GTP total amount that has surpassed Guangdong Province, China's economic the largest province, within 2012, the whole transaction size of China's E-Commerce Market is 8.1 trillion yuan, increases by 27.9%, in the face of huge market, each enterprise of producer is all eager to have a try rubbing one's fists and wipe one's palms, and wants to have a share in following game.Along with logistics, pay, the problem of safety progressively solves, and enterprise can directly be taken in face of terminal client along with the development of ecommerce.
At present, the customer service communication method of enterprise web site, normally adopts message board, and customer service was regularly checked and replied every day.But this method can not be fed back in real time, the many requirements of client can not be answered at once, have a strong impact on the communication efficiency of customer service, reduce customer satisfaction.
Summary of the invention
The object of the invention is to, a kind of enterprise web site online customer service communication method and system are provided, it can realize customer service and client's real-time communication, and both sides link up with convenient and swift.
For solving the problems of the technologies described above, the present invention adopts following technical scheme: a kind of enterprise web site online customer service communication method, comprise the following steps: customer choice puts question to reply → server of object → customer service automatically from database, to recall this product information and show client → client to show the satisfied end of linking up to customer service answer and product information, and dissatisfied continuation putd question to.
Wherein, before customer choice is putd question to object, can first register personal information to server.
A kind of enterprise web site online customer service communication system of realizing said method, is comprised of client, database server, web server, wherein: client comprises customer choice enquirement module and display module; Web server comprises customer service responder module and parsing module; Database server comprises product information module; Client connects web server, web server connection data storehouse.
Described customer choice is putd question to module, is positioned at the full position of enterprise web site, for customer choice, puts question to object, and its object can be pre-sales customer service or customer service after sale;
Described display module, the product information providing for server shows client;
Described customer service responder module, puts question to and answers for client for customer service;
Described parsing module, resolves and recalls corresponding product information from database by customer service answer content for server;
Described product information module, for storing enterprise product information.
Described client can further comprise client's Registering modules, for client carry out personal information or purchase product information by web server, be connected to database server.
Described database server can further comprise Customer Information module, for storing client's personal information.
The invention has the beneficial effects as follows: on enterprise web site, to providing a kind of efficiently online communication system easily between client and customer service, improve customer satisfaction, promote the development of ecommerce.
Accompanying drawing explanation
Below in conjunction with accompanying drawing, the present invention is further detailed.
Fig. 1 is a kind of enterprise web site online customer service communication method and system; Fig. 2 is the process flow diagram that client and customer service are linked up.
Reference numeral: 1-client, 2-web server, 3-database server, 4-customer choice is putd question to module 5-display module, 6-customer service responder module 7-parsing module, 8-product information module, client's 9-Registering modules 10-Customer Information module.
Embodiment
An online customer service communication system, its system as shown in Figure 1, is comprised of client 1, web server 2 and database server 3, wherein: client comprises customer choice enquirement module 4 and display module 5; Web server comprises customer service responder module 6 and parsing module 7; Database server comprises product information module 8; Client connects web server, web server connection data storehouse.
Described customer choice is putd question to module, is positioned at the full position of enterprise web site, for customer choice, puts question to object, and its object can be pre-sales customer service or customer service after sale;
Described display module, the product information providing for server shows client;
Described customer service responder module, puts question to and answers for client for customer service;
Described parsing module, resolves and recalls corresponding product information from database by customer service answer content for server;
Described product information module, for storing enterprise product information.
Described client can further comprise client's Registering modules 9, for client carry out personal information or purchase product information by web server, be connected to database server.
Described database server can further comprise Customer Information module 10, for storing client's personal information.
Example explanation: example explanation: client opens and logs on an enterprise web site, first client's Registering modules registration personal information or purchase product information, these data are transferred to database server by web server; Then a certain function of this enterprise product A is had a question, clicking customer choice puts question to module to put question to pre-sales customer service, pre-sales customer service receives that information answers this function of product A by customer service responder module at once, server is opened the relative information displaying of product A automatically by parsing module to client simultaneously, client opens at display module and sees after the answer and server displaying content of pre-sales customer service, feel satisfied and link up and finish, if feel to be unsatisfied with, continue again to put question to.
Claims (7)
1. an enterprise web site online customer service communication method, is characterized in that comprising the following steps: whether customer choice puts question to the content that reply → server of object → customer service is answered according to customer service automatically from database, to recall this product information and show client → client to select to continue to put question to by answering satisfaction.
2. a kind of enterprise web site online customer service communication method described in claim 1, can further comprise that client first registers personal information to server.
3. described in claim 1, whether client selects to continue to put question to by answering satisfaction, and client is carrying out next step after seeing the product information that customer service answer and server are shown.
4. a kind of enterprise web site online customer service communication system of realizing claim 1～3, is characterized in that being comprised of client 1, web server 2, database server 3, wherein: client comprises customer choice enquirement module 4 and display module 5; Web server comprises customer service responder module 6 and parsing module 7; Database server comprises product information module 8; Client connects web server, web server connection data storehouse.
5. described in, customer choice is putd question to module 4, is positioned at the full position of enterprise web site, for customer choice, puts question to object, and its object can be pre-sales customer service or customer service after sale;
Described display module 5, the product information providing for server shows client;
Described customer service responder module 6, puts question to and answers for client for customer service;
Described parsing module 7, resolves and recalls corresponding product information from database by customer service answer content for server;
Described product information module 8, for storing enterprise product information.
6. a kind of enterprise web site online customer service communication system according to claim 4, its client can further comprise client's Registering modules 9, for client carry out personal information or purchase product information by web server, be connected to database server.
7. a kind of enterprise web site online customer service communication system according to claim 4, its database server can further comprise Customer Information module 10, for storing client's personal information.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201310106943.8A CN103514547A (en) | 2013-03-29 | 2013-03-29 | Online customer service communication method and system for enterprise website |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN201310106943.8A CN103514547A (en) | 2013-03-29 | 2013-03-29 | Online customer service communication method and system for enterprise website |
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| CN103514547A true CN103514547A (en) | 2014-01-15 |
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| CN201310106943.8A Pending CN103514547A (en) | 2013-03-29 | 2013-03-29 | Online customer service communication method and system for enterprise website |
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104599140A (en) * | 2015-01-09 | 2015-05-06 | 西安融成科技有限公司 | Electronic commerce shopping guide system |
| CN105656906A (en) * | 2016-01-21 | 2016-06-08 | 北京荣源国信科技有限公司 | Webpage integrated communication system |
| CN107784418A (en) * | 2016-11-14 | 2018-03-09 | 平安科技（深圳）有限公司 | List data distribution method and device |
| CN108984777A (en) * | 2018-07-25 | 2018-12-11 | 北京京东尚科信息技术有限公司 | Customer service method, apparatus and computer readable storage medium |
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| US7181418B1 (en) * | 1999-11-30 | 2007-02-20 | John Todd Zucker | Internet customer service method and system |
| CN101227487A (en) * | 2008-01-29 | 2008-07-23 | 厦门纳网科技有限公司 | On-line client service system and on-line communication method thereof |
| CN101415008A (en) * | 2008-12-04 | 2009-04-22 | 华通科技有限公司 | Method for implementing call centre based on XMPP protocol |
| CN102624675A (en) * | 2011-01-27 | 2012-08-01 | 腾讯科技（深圳）有限公司 | Self-service customer service system and method |
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2013
- 2013-03-29 CN CN201310106943.8A patent/CN103514547A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
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| US7181418B1 (en) * | 1999-11-30 | 2007-02-20 | John Todd Zucker | Internet customer service method and system |
| CN101227487A (en) * | 2008-01-29 | 2008-07-23 | 厦门纳网科技有限公司 | On-line client service system and on-line communication method thereof |
| CN101415008A (en) * | 2008-12-04 | 2009-04-22 | 华通科技有限公司 | Method for implementing call centre based on XMPP protocol |
| CN102624675A (en) * | 2011-01-27 | 2012-08-01 | 腾讯科技（深圳）有限公司 | Self-service customer service system and method |
Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104599140A (en) * | 2015-01-09 | 2015-05-06 | 西安融成科技有限公司 | Electronic commerce shopping guide system |
| CN105656906A (en) * | 2016-01-21 | 2016-06-08 | 北京荣源国信科技有限公司 | Webpage integrated communication system |
| CN107784418A (en) * | 2016-11-14 | 2018-03-09 | 平安科技（深圳）有限公司 | List data distribution method and device |
| CN107784418B (en) * | 2016-11-14 | 2020-11-03 | 平安科技（深圳）有限公司 | List data distribution method and device |
| CN108984777A (en) * | 2018-07-25 | 2018-12-11 | 北京京东尚科信息技术有限公司 | Customer service method, apparatus and computer readable storage medium |
| CN108984777B (en) * | 2018-07-25 | 2021-04-30 | 北京京东尚科信息技术有限公司 | Customer service method, apparatus and computer-readable storage medium |
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Application publication date: 20140115 |