基于中小型企业电话客服系统的开发

Development of phone customer service system at a small and medium-sized enterprises

中小型企业在客服系统中,面对资金、人力短缺等情况,无法将用户的信息及时反馈。文中依据中小型企业在客服系统中出现的问题,为了加快客服系统的运行速度,提出了1对1的客服服务。拟采取最便捷的通讯手段,选择从电话接口入手,基于Linux操作系统搭建平台,提出了在Twilio平台上搭建OSTicket小型的信息管理系统,采用Web Service的信息传输保证了系统的稳定性,同时也保障了客服系统的安全可靠性,进而保证客服系统工作的正常运行,从而达到中小型企业客服的预期目的。

Small and medium-sized enterprises in the customer service system, in the face of money, shortage of manpower, and so on, can not timely feedback to the user＇ s information. Based to small and medium-sized enterprises in the customer service system, in order to accelerate the speed of customer service system, puts forward the 1 to 1 customer service, this paper intends to take the most convenient means of communication, chooses from telephone interface, based on Linux operating system platform structures, and puts forward the Twilio platform on OSTicket small management information system, using the Web Service information transmission can guarantee the stability of the system, but also ensures the safety and reliability of customer service system, and the normal operation of the customer service system, so as achieves the expected purpose of small and medium-sized enterprise customer service.