基于互联网的客服服务系统设计与实现

Design and Implementation of Customer Service System Based on Internet

作为客户关系管理工具之一,呼叫中心充当客户与公司之间的接口。文章研究的目的是设计一个基于Web的客服服务信息系统,以提高呼叫中心的服务质量和效率。介绍了面向烟草工业企业的基于互联网的客服服务系统的设计与实现,其中考虑了几个直接影响客户满意度的重要问题的解决方法。该系统的目标是管理业务人员走访客户的计划以基于客户特性进行访问,并解决客户各类问题,在客户问题未及时处理时向上提交,并生成决策用的多种类型的报告。文章提出的解决方案还有助于移动使用以改进客服工作业务流程。

As one of the customer relationship management tools, the call center acts as an interface between the customer and the company. The purpose of this paper is to design a Web-based customer service information system to improve the service quality and efficiency of the call center. This paper introduces the design and implementation of an Internet-based customer service system for tobacco industry enterprises, which considers several solutions to important issues that directly affect customer satisfaction. The goal of the system is to manage the plan for business stuff to visit customers to access based on customer characteristics, solve customer problems, submit upwards when customer issues are not processed in a timely manner, and generate multiple types of reports for decision making. The solution presented in this paper also helps mobile use to improve customer service work processes.