面向中小型旅行社的客服系统构建

Construction of Customer Service System in Medium-small Travel Agency

通过分析中小旅行社的特点,以及客户服务中存在的问题,本文针对这些存在的问题与特点,采用.NET2.0技术,三层架构体系来构建适合中小型旅行社的客服系统,优化投诉流程,协同化解决问题,并建立起相应的客户信息库,投诉处理规则库,监控工作业务流程,用以改善旅行社的客服质量水平,应用规则处理,提高客户投诉处理的效率,利用客户信息库对客户进行分析,从而形成相关的知识库,最终实现较为初级的客户关系管理。

This paper analyzes the characteristic of medium-small travel agency, and the problem in customer service at first. Then introduces. NET 2.0 and 3-layer architecture to construct customer service to suit for medium-small travel agency, optimizes the complaint work flow, solves the problem in a collaborative way. At last buildes customer information data base. Then improving the Travel Agency Customer Service quality, heighten the efficiency of complaint transact with rule module, using customer information data base to analyze the customers, building knowledge data base, achieve the primary Customer Relation Management.