WO2019076007A1 - Method for processing information fed back by customer, and terminal - Google Patents

Abstract

The present application is applicable for the field of information processing. Provided is a method for processing information fed back by a customer, and a terminal therefor. The method comprises: receiving information fed back by a customer; based on a customer identifier, determining a sales person corresponding to the customer, and sending, to a terminal device corresponding to the sales person, the information fed back by the customer; receiving a first-level processing result returned by the terminal device corresponding to the sales person according to the information fed back by the customer; and according to a processing type of the first-level processing result, executing a feedback response operation corresponding to the processing type. The present application solves the problem that in an existing processing process for information fed back by a customer, since when receiving feedback information submitted by a customer, a manual service agent cannot accurately position corresponding product information and customer conditions, the time of communication for preliminary understanding of the customer is long, reducing the processing efficiency of the feedback information and affecting the user experience, and in the process of the manual service agent paraphrasing the communication conditions orally, information may be missing, reducing the accuracy of processing.

Description

Method and terminal for processing customer feedback information

This application claims the priority of the Chinese patent application entitled "Processing Method of Customer Feedback Information and Its Terminal" submitted on October 19, 2017, with the application number of 201710979747.X, the overall content of which is referenced. The way is combined in this application.

Technical field

The present application belongs to the field of information processing technologies, and in particular, to a method for processing customer feedback information and a terminal thereof.

Background technique

As the number of products sold increases, so does the customer who uses the product and the corresponding feedback. When the processing terminal of the feedback information receives the feedback information sent by the customer via email or system upload, the feedback information is generally submitted to the artificial agent for preliminary understanding of the feedback situation, and then the corresponding product salesperson is manually searched by the manual agent. And verbally relay the situation after the initial understanding to the product salesperson corresponding to the feedback information, and then the product sales personnel will process the feedback information.

However, in the processing of the feedback information described above, since the manual agent cannot accurately locate the corresponding product information and the customer situation when receiving the feedback information submitted by the client, the communication time with the customer is relatively long, and the feedback information is reduced. Processing efficiency affects user experience. On the other hand, in the process of oral retelling of communication by human agents, information omission may occur, reducing the accuracy of processing.

technical problem

In view of this, the embodiment of the present application provides a method for processing customer feedback information and a terminal thereof, so as to solve the existing process of processing customer feedback information, which may result in information omission and reduce the accuracy of processing.

Technical solution

A method for processing customer feedback information provided by the application includes:

Receiving customer feedback information; wherein the customer feedback information includes a customer identifier;

Determining, according to the customer identifier, a salesperson corresponding to the customer, and transmitting the customer feedback information to the terminal device corresponding to the salesperson;

Receiving, by the terminal device corresponding to the salesperson, a first-level processing result returned according to the customer feedback information;

The feedback response operation corresponding to the processing type is performed according to the processing type of the first-level processing result.

Beneficial effect

The embodiment of the present application determines the salesperson corresponding to the customer by obtaining the customer feedback information, and then sends the customer feedback information to the terminal device of the salesperson, so that the salesperson processes the customer feedback information, and when the salesperson finishes processing, Returning the corresponding first-level processing result to the processing terminal of the customer feedback information, and the processing terminal of the customer feedback information identifies the processing type of the first-level processing result, and performs a corresponding feedback response operation according to the processing type, thereby realizing the customer The purpose of feedback information processing. Compared with the existing customer feedback information processing process, the method for processing customer feedback information provided by the embodiment of the present application, the first processing person of the customer feedback information is not a manual agent, but a salesperson corresponding to the customer, due to the sales In the process of purchasing products, the customer has a preliminary understanding of the customer, and knows the type of product purchased by the customer and the purpose of purchasing the product, thus greatly shortening the initial communication time of the customer feedback information, and even understanding the customer without communication. The feedback needs improve the processing efficiency of customer feedback information.

DRAWINGS

1 is a flowchart of a method for processing customer feedback information according to a first embodiment of the present application;

2 is a flowchart of an implementation method S104 for providing customer feedback information according to a second embodiment of the present application;

3 is a flowchart of implementing a method S104 for providing customer feedback information according to a third embodiment of the present application;

4 is a flowchart of implementing a method S104 for providing customer feedback information according to a fourth embodiment of the present application;

FIG. 5 is a flowchart of an implementation method S102 for providing customer feedback information according to a fifth embodiment of the present application;

6 is a structural block diagram of a processing terminal for customer feedback information according to an embodiment of the present application;

FIG. 7 is a schematic diagram of a terminal device according to an embodiment of the present application.

Embodiments of the invention

In the embodiment of the present application, the execution entity of the process is a terminal device of the processing client installed with the customer feedback information. FIG. 1 is a flowchart showing an implementation of a method for processing customer feedback information provided by a first embodiment of the present application, which is described in detail as follows:

In S101, customer feedback information is received; wherein the customer feedback information includes a customer identification.

In this embodiment, the terminal receives customer feedback information through the communication network. Each customer feedback information includes a customer identification, which is used to identify the customer who sent the information. The customer identification may be a customer account number, a customer number, a customer mobile phone number, and a customer identification number, etc., which may indicate the identity of the customer and be distinguished from other customers. Logo.

In this embodiment, the customer feedback information includes, but is not limited to, product feedback information, product suggestion feedback information, complaint information, fault repair information, renewal information, customer recommendation information, and the like. Optionally, when receiving the customer feedback information, the processing terminal needs to identify the feedback type of the customer feedback information in addition to the customer identifier of the feedback information, and then determine the processing priority of the customer feedback information according to the feedback type. The processing terminal records the priority information corresponding to each feedback type. The types of feedback include: complaint feedback, report feedback, and feedback. For example, the feedback feedback affects the user's use, and its priority is higher, while the suggested feedback may be the optimization of the system function, which does not affect the normal program operation, so its priority is lower. The priority of different feedback types can be manually set by the administrator of the terminal device.

In this embodiment, the customer may generate the customer feedback information through the terminal device and send the customer feedback information to the processing terminal; the client may also access the processing terminal by logging in the client account, and generate the customer feedback at the processing terminal. Information; the customer can also return the customer feedback information to the processing terminal through the communication network by accessing the product feedback collection page and filling in the corresponding content.

Optionally, one customer feedback information may include multiple feedback contents, but multiple feedback contents need to correspond to the same feedback type.

In S102, based on the customer identifier, the salesperson corresponding to the customer is determined, and the customer feedback information is sent to the terminal device corresponding to the salesperson.

In this embodiment, after receiving the customer feedback information, the processing terminal extracts the customer identifier included in the customer feedback information, and queries the correspondence table between the client and the salesperson in the processing terminal database to determine the sales of the customer interface. personnel. It should be noted that the correspondence between the customer and the salesperson may be stored in a local database of the processing terminal. In this case, the processing terminal directly reads the corresponding relationship in the local database; the corresponding relationship may also be stored. In the independent storage device, in this case, the processing terminal generates a query instruction, where the instruction includes the client identifier, and after receiving the query instruction, the independent storage device returns the obtained query result to the processing terminal, and then processes The terminal determines the salesperson corresponding to the customer identifier according to the query result.

In this embodiment, since the salesperson often has a situation such as a person flow, that is, the customer's interface salesperson may have resigned or vacationed, and cannot directly match the salesperson corresponding to the product purchase. In this case, the processing terminal will The sales manager of the salesperson is identified as the salesperson corresponding to the customer. Since the supervisor at the upper level is also familiar with the overall function and sales of the product, it can also reduce the length of communication for processing.

In this embodiment, the processing terminal further records the terminal device corresponding to each salesperson. Therefore, after determining the salesperson corresponding to the customer, the terminal device corresponding to the salesperson is queried, and the communication address of the terminal device is obtained, and The customer feedback information received in S101 is sent to the salesperson for preliminary processing of the customer feedback information.

In S103, a first-level processing result returned by the terminal device corresponding to the salesperson according to the customer feedback information is received.

In this embodiment, the salesperson performs a corresponding preliminary response operation according to the corresponding feedback content in the customer feedback information, and obtains a corresponding primary processing result. Since the salesperson only performs preliminary processing on the customer feedback information, the customer feedback information may be submitted to the next-level department for response in the subsequent response process, and thus the processing result has a step-by-step process, and the processing result for the first processing is processed. Defined as the primary processing result. It should be noted that, according to the type of feedback, the initial response operation corresponding to the salesperson is also different. For example, if the customer feedback information is product consultation feedback information, the salesperson may answer the customer's question according to the actual situation of the product corresponding to the customer feedback information; if the customer feedback information is renewal information, the salesperson It is necessary to query the insurance order corresponding to the customer and update the effective time information of the insurance order. As mentioned above, other feedback types are also based on actual operational requirements, and the salesperson will perform the corresponding preliminary response operations, which are not enumerated here.

Optionally, the customer feedback information includes a preliminary feedback processing duration, and if the customer feedback information is sent to the salesperson's terminal device within the initial feedback processing time, the salesperson does not obtain a corresponding primary processing result, then The terminal device will perform an alarm operation. The alarm operations include, but are not limited to, a ringing alarm, a bullet box reminder, and an alerting operation to notify the salesperson of the superior to perform supervision and processing. Preferably, the initial feedback processing duration is related to the priority information of the customer feedback information, and the higher the priority feedback, the shorter the initial feedback processing duration. Preferably, the initial feedback processing duration is also related to the quantity of the feedback content, and the more feedback information of the customer feedback information, the longer the initial feedback processing duration. Preferably, the initial feedback processing duration is also related to the feedback type of the customer feedback information, and the user may set the initial feedback processing duration corresponding to the different feedback types according to the estimated processing duration of each feedback type.

In this embodiment, after the salesperson initially responds to the customer feedback information, the salesperson will obtain the first-level processing result, and return the first-level processing result to the processing terminal through the terminal device. The first-level processing result includes a feedback information identifier, and the processing terminal determines the corresponding customer feedback information according to the feedback information identifier included in the first-level processing result.

In S104, a feedback response operation corresponding to the processing type is performed according to the processing type of the first-level processing result.

In this embodiment, the first-level processing result includes a processing type, and the processing type includes: a consultation reply class, a consultation request class, and an appeal opinion class, and the corresponding processing channels of different types are also different, for example, a consultation reply. The class belongs to the completion of the feedback processing of the customer, and can directly return the first-level processing result to the client; and the first-level processing result of the consulting request class belongs to other related personnel, and the consulting question included in the customer feedback information is answered. Therefore, the first-level processing result will be sent to the terminal corresponding to other personnel for the supplementary answer.

In this embodiment, the processing terminal identifies the processing type of the primary processing result, and performs a feedback response operation corresponding thereto according to the processing type, thereby achieving the purpose of responding to the customer feedback information. Since the processing person corresponding to the first-level processing result only has the salesperson corresponding to the customer, some feedback contents cannot be solved by one salesperson alone. Therefore, the processing terminal will determine according to the processing type of the primary processing result fed back by the salesperson. Whether other business personnel or product teams need to support the customer feedback information, and if so, forward the first-level processing result to the corresponding next-level processing department, so that the next-level processing department can perform feedback response operation, if the next level If the processing department still fails to complete the response to the customer's feedback, it will continue to determine the next level of processing, and so on, until the customer's feedback completes the response.

In this embodiment, the processing terminal stores a feedback response process corresponding to each processing type, and then the processing terminal obtains a feedback response process corresponding to the processing type after the processing type corresponding to the processing result is obtained, and then performs the correlation. Response operation.

It can be seen that the processing method of the customer feedback information provided by the embodiment of the present application determines the salesperson corresponding to the customer by obtaining the customer feedback information, and then sends the customer feedback information to the terminal device of the salesperson, so that the salesperson can The customer feedback information is processed, and when the salesperson finishes processing, the corresponding first-level processing result is returned to the processing terminal of the customer feedback information, and the processing terminal of the customer feedback information identifies the processing type of the first-level processing result, and according to The processing type performs a corresponding feedback response operation, thereby achieving the purpose of processing the customer feedback information. Compared with the existing customer feedback information processing process, the processing method provided by the embodiment of the present application, the first processing person of the customer feedback information is not a manual agent, but a salesperson corresponding to the customer, because the salesperson purchases at the customer. In the process of the product, the customer has a preliminary understanding, and knows the type of product purchased by the customer and the purpose of purchasing the product, thus greatly shortening the initial communication time of the customer feedback information, and even understanding the feedback needs of the customer without communication. Improve the processing efficiency of customer feedback information. On the other hand, the embodiment of the present application does not need to convey the feedback to the salesperson through the manual agent, and further avoids the occurrence of information omission in the process of oral retelling, and improves the accuracy of the processing.

FIG. 2 is a flowchart showing a specific implementation of a method S104 for processing customer feedback information according to the second embodiment of the present application. Referring to FIG. 2, in the method for processing customer feedback information provided by the embodiment, S104 includes S201 and S202, which are described in detail as follows:

Further, performing the feedback response operation corresponding to the processing type according to the processing type of the first-level processing result includes:

In S201, if the processing type is an advisory reply class, the first-level processing result is pushed to the terminal corresponding to the client.

In this embodiment, the processing type of the first-level processing result is the consulting reply type, that is, the salesperson has clearly answered the consulting question in the customer feedback information, and no other staff member is required to reply to the consulting question. After the processing terminal determines that the first-level processing result is the processing result of the consulting reply class, the processing terminal directly pushes the first-level processing result to the client to complete the response of the feedback information.

In this embodiment, the manner of pushing includes: the processing terminal sends the first-level processing result to the corresponding mailbox of the customer or the account inbox of the network platform, or may send the first-level processing result to the terminal of the client through the communication network. The device, such as sending via SMS, or sending a directed message based on the customer's IP address.

In S202, if the processing type is a consultation request, the first processing result is pushed to the terminal corresponding to the consulting object corresponding to the consulting target identifier according to the consulting target identifier included in the primary processing result, And acquiring, by the terminal corresponding to the consulting object, the second-level consultation reply processing result returned according to the first-level processing result, and pushing the second-level consultation reply processing result to the terminal corresponding to the client.

In this embodiment, when the salesperson cannot answer the consulting question raised in the customer feedback information through the product knowledge and the business knowledge, a processing result of the first processing result of the processing request type is returned to the processing terminal, so that Other consultants answer the questions asked by the client. The first-level processing result includes a consulting object identifier, and the consulting object identifier is specifically an object that the salesperson can locate according to the problem in the customer feedback information, and the determined object can be answered. This object includes individuals or departments.

In this embodiment, when the processing terminal determines that the first-level processing result is the processing result of the consulting request class, the processing object identifier in the first-level processing result is extracted, and the consulting object corresponding to the consulting object identifier is queried, and then The level processing result is pushed to the consultation object, and the manner of pushing includes, in addition to the manner described in S201, the first-level processing result is added to the task list of the consultation object through the internal office system. Since the salesperson and the consulting object are generally in the same enterprise, the corresponding work is completed through the internal office system, so the processing terminal can generate a corresponding consulting task according to the first-level processing result and the customer feedback information, and add the consulting task to the consulting task. The task list of the consulting object completes the process of information push.

In this embodiment, after the processing object completes the answer to the consulting question corresponding to the first-level processing result, the second-level consulting reply processing result is generated and returned to the processing terminal, wherein the manner of returning the secondary consulting reply processing result is returned. Corresponding to the method of pushing, for example, if the processing terminal pushes the first-level processing result to the consulting object by mail, the consulting object returns the secondary consulting reply processing result to the processing terminal by mail; if the processing terminal passes the internal office system for consultation When the task is pushed to the consulting object, the consulting object can complete the result feedback operation by uploading the secondary consultation reply processing result in the office system.

In the embodiment of the present application, according to the different consulting processing results of the salesperson, the corresponding consulting feedback response process is executed, not only the salesperson answers the customer's consulting question, but also can deeply inquire the customer's consulting problem through other consulting objects. Accurately answering, thus improving the accuracy of the feedback response and the professionalism of the processing results, and improving the customer experience.

FIG. 3 is a flowchart showing a specific implementation of a method S104 for processing customer feedback information provided by the third embodiment of the present application. As shown in FIG. 3, with respect to the embodiment shown in FIG. 1, the method S104 for processing customer feedback information provided by this embodiment includes S301~S303, which are as follows:

In S301, if the processing type is an appeal opinion class, the first processing result is pushed to the appeal object corresponding to the appeal processing object identifier according to the appeal processing object identifier included in the first-level processing result. a terminal; wherein the first-level processing result includes an appeal priority level, so that the appeal object determines a processing timing of the first-level processing result according to the appeal priority level.

In this embodiment, since the customer feedback information is the appeal feedback information, the object of the appeal is generally not the salesperson, but the corresponding product department, such as the product maintenance department and the product manufacturing department, if the financial investment product, such as insurance, For the product, the corresponding product department may be the claims department. Therefore, the salesperson responds to the type of appeal feedback information, and after a preliminary understanding, generates a first-level processing result of the appeal type, and encapsulates the appeal object identifier in the first-level processing result, and then returns. The processing terminal is sent to the processing terminal to perform the next appeal process.

In this embodiment, when the processing type of the first-level processing result is the appeal feedback information, the processing terminal extracts the corresponding appeal object identifier in the first-level processing result, and queries the appeal object corresponding to the consulting object identifier, and then The first-level processing result is pushed to the appeal object, and the manner of pushing can be referred to the related descriptions of S201 and S202, and details are not described herein again. In particular, after a preliminary understanding of the customer feedback information, the salesperson will determine the corresponding appeal priority level according to the appeal question, and the appeal priority level can be determined according to the importance degree of the question and the degree of time requirement. For example, a complaint filed by a customer needs to be resolved within 3 days, otherwise it will cause the problem to be invalid and cannot be recovered. For such complaints, the priority of the appeal will be higher, so that the appeal object can be processed as soon as possible.

In this embodiment, the appeal object may determine the corresponding importance degree according to the appeal priority level of the first-level processing result, and then determine the corresponding processing opportunity according to the importance level. Since the appeal object may have a large number of pending appeal tasks at the same time, it is possible to intuitively know the importance level of each level of processing results through the appeal priority level, thereby arranging its own work and improving the efficiency of the task response.

In S302, the second-party appeal processing result returned by the terminal corresponding to the appeal object according to the first-level processing result is obtained, and the second-level appeal processing result is pushed to the terminal corresponding to the audit account corresponding to the appeal object.

In this embodiment, after the appeal object completes the appeal content corresponding to the first-level processing result, the corresponding second-level appeal processing result is generated and returned to the processing terminal. After receiving the second-level appeal processing result, the processing terminal queries the audit account corresponding to the appeal object, and pushes the second-level appeal processing result to the auditing account, so that the auditing account can review the result of the second-level appeal processing result. The audit account may be the superior leader of the appeal object, or may be the account corresponding to the special appeal quality control department.

In S303, if the terminal corresponding to the auditing account returns the processing pass information returned according to the second-level appeal processing result, the second-level appeal processing result is pushed to the terminal corresponding to the client.

In this embodiment, after receiving the processing pass information returned by the auditing account, the processing terminal determines that the second-level appeal processing result is a legal processing result, and therefore the processing result corresponding to the last customer feedback information, that is, the second-level appeal The processing result is pushed to the customer, and the process of pushing can refer to the related description of S201, and details are not described herein again.

In the embodiment of the present application, the first-level processing result of the appeal type is pushed to the corresponding appeal object, so that the appeal object is processed by the appeal object, and the purpose of responding to the customer's representation is realized. On the other hand, as the result of the secondary appeal processing requires the corresponding audit account to perform the result review operation, the accuracy and fairness of the processing are improved, and the customer experience is improved.

FIG. 4 is a flowchart showing a specific implementation of a method S104 for processing customer feedback information according to the fourth embodiment of the present application. Referring to FIG. 4, a method for processing customer feedback information according to the embodiment shown in FIG. 1 to FIG. 3, according to the processing type of the first-level processing result, performing the processing type corresponding The feedback response operation also includes S401 and S402, which are detailed as follows:

In S401, if the operation duration of performing the feedback response operation is greater than the preset processing duration, returning to performing the operation of sending the customer feedback information to the terminal device corresponding to the salesperson, and updating the number of returns The count value of the counter.

In this embodiment, the customer feedback information further includes a preset processing duration, and after the processing terminal sends the customer feedback information to the terminal corresponding to the salesperson, the processing terminal allocates an independent timer for the customer feedback information, and performs timing. Thereby obtaining the operation duration of the feedback response operation of the customer feedback information. The processing terminal detects the reading of the timer at a preset time interval, and determines the operation duration of the execution feedback response operation at the current time. If the feedback response operation is completed within the preset processing time, it indicates that the feedback response of the customer feedback information is normal, and the corresponding processing result is directly pushed to the client; otherwise, if the processing of the timer collected by the processing terminal at a certain time is greater than If the preset processing time is long, it indicates that the feedback response of the customer feedback information is abnormal, and the relevant processing person needs to be reminded, so the related operation of executing S102 is returned to reactivate the processing flow of the customer feedback information.

In this embodiment, in the process of responding to a certain customer feedback information, the processing terminal first determines that the operation duration is greater than the preset processing duration, and assigns a return number timer to the customer feedback information, and each time the return operation is performed, The count value of the return count counter is incremented by one.

In S402, if the count value is greater than a preset threshold, the feedback processing abnormality information is generated, and the feedback abnormality processing information is pushed to the terminal corresponding to the client.

In this embodiment, the processing terminal is pre-set with a preset threshold for limiting the maximum number of executions. After the processing terminal adds 1 to the counter, it detects whether the counter value of the counter is greater than a preset threshold, and if not, returns to perform the operation of sending the customer feedback information to the terminal device corresponding to the salesperson. If yes, it is determined that the customer feedback information processing is abnormal.

In this embodiment, after the processing terminal determines that the customer feedback information is abnormal, the processing terminal performs an abnormal response operation, where the abnormal response operation is specifically: generating feedback processing abnormality information, where the feedback abnormal processing information includes multiple return operation processing The generated processing result, such as the first-level processing result and the second-level consulting processing result, and the like, and the processing terminal push the feedback abnormal processing information to the client. After receiving the feedback abnormality processing information, the customer may select the feedback through the processing terminal again according to the situation, or feedback through the offline route.

In the embodiment of the present application, by setting a preset processing duration, the response process of the customer feedback information is reactivated, the leakage processing situation is avoided, and the relevant processing personnel can be reminded to process the customer feedback information in time; The processing terminal is further configured with a preset threshold for the maximum return operation to avoid the infinite loop of the customer feedback information, waste the execution resources of the processing terminal, and avoid the situation that the client waits for a long time and does not receive the processing result returned by the enterprise. Improve customer experience.

FIG. 5 is a flowchart showing a specific implementation of a method S102 for processing customer feedback information according to a fifth embodiment of the present application. As shown in FIG. 5, in the method for processing customer feedback information provided in this embodiment, S102 includes S501 and S502, which are described in detail as follows:

In S501, the purchased product information of the customer is obtained according to the customer identifier.

In this embodiment, the processing terminal may query the product order database according to the customer identifier, extract the product order corresponding to the customer identifier, and then determine the purchased product information corresponding to the customer. The product order database may be a database local to the processing terminal or an external independent database.

In this embodiment, the purchased product information corresponding to the customer may include one product information, and may also include two or the product information. Preferably, if the customer feedback information includes the product identifier, the purchased product information corresponding to the foregoing is determined according to the customer identifier and the product identifier.

In S502, the salesperson corresponding to the customer is determined according to the pre-stored sales record and the purchased product information.

In this embodiment, the pre-stored sales record records the sold product information and the corresponding salesperson, so the processing terminal can match the purchased product information with the sold product information in the sales record to select a successful matching. Sales information, and then based on the selected sales information, determine the salesperson corresponding to the customer.

In the embodiment of the present application, the corresponding purchased product information is determined by the customer identification, and then the salesperson corresponding to the customer is determined by the purchased product information and the sales record. Since the correspondence list between the customer and the salesperson is not separately stored in the database of most companies, the purchase information of each product and the corresponding sales record are recorded. It can be seen that the means provided by the embodiments of the present application can be more Widely used in various enterprises, improving the versatility of processing methods.

It should be understood that the size of the sequence of the steps in the above embodiments does not mean that the order of execution is performed. The order of execution of each process should be determined by its function and internal logic, and should not be construed as limiting the implementation process of the embodiments of the present application.

FIG. 6 is a structural block diagram of a processing terminal for processing customer feedback information according to an embodiment of the present application. Each unit included in the processing terminal of the customer feedback information is used to execute each step in the embodiment corresponding to FIG. 1. For details, please refer to the related description in the embodiment corresponding to FIG. 1 and FIG. For the convenience of explanation, only the parts related to the present embodiment are shown.

Referring to FIG. 6, the processing terminal of the customer feedback information includes:

The feedback information receiving unit 61 is configured to receive customer feedback information, where the customer feedback information includes a customer identifier;

The salesperson determining unit 62 is configured to determine, according to the customer identifier, a salesperson corresponding to the customer, and send the customer feedback information to the terminal device corresponding to the salesperson;

The first-level processing result receiving unit 63 is configured to receive a first-level processing result returned by the terminal device corresponding to the salesperson according to the customer feedback information;

The first-level processing result response unit 64 is configured to perform a feedback response operation corresponding to the processing type according to the processing type of the first-level processing result.

Optionally, the primary processing result response unit 64 includes:

a reply response response unit, configured to: if the processing type is an advisory reply type, push the first-level processing result to the terminal corresponding to the client;

The consultation request response unit is configured to: if the processing type is the consultation request class, push the first-level processing result to the consulting object corresponding to the consulting object identifier according to the consulting object identifier included in the first-level processing result And obtaining, by the terminal corresponding to the consulting object, the second-level consultation reply processing result returned according to the first-level processing result, and pushing the second-level consultation reply processing result to the terminal corresponding to the client.

Optionally, the primary processing result response unit 64 includes:

The appealing claim sending unit is configured to: if the processing type is the appealing appeal class, push the first-level processing result to the appeal corresponding to the appealing processing object identifier according to the identifier of the appeal processing object included in the first-level processing result a terminal corresponding to the object; wherein the first-level processing result includes an appeal priority level, so that the appeal object determines a processing timing of the first-level processing result according to the appeal priority level;

a processing result determining unit, configured to obtain a second-level appeal processing result returned by the terminal corresponding to the appeal object according to the first-level processing result, and push the second-level appeal processing result to the audit account corresponding to the appeal object Terminal

The processing result pushing unit is configured to: if receiving the processing pass information returned by the terminal corresponding to the auditing account according to the second-level appeal processing result, pushing the second-level appeal processing result to the terminal corresponding to the client.

Optionally, the customer feedback information further includes a preset processing duration;

The primary processing result response unit 64 further includes:

Responding to the timeout execution unit, if the operation duration for performing the feedback response operation is greater than the preset processing duration, returning to performing the operation of sending the customer feedback information to the terminal device corresponding to the salesperson, and Update the count value of the return count counter;

The feedback abnormal response unit is configured to generate feedback processing abnormality information if the count value is greater than a preset threshold, and push the feedback abnormality processing information to the terminal corresponding to the client.

Optionally, the salesperson determining unit 62 includes:

Obtaining the purchased product information of the customer according to the customer identifier;

Determining the salesperson corresponding to the customer based on the pre-stored sales record and the purchased product information.

Therefore, in the processing terminal of the customer feedback information provided by the embodiment of the present application, the first processing person of the customer feedback information is not a manual agent, but a salesperson corresponding to the customer, because the salesperson is in the process of purchasing the product by the customer, Has already had a preliminary understanding of the customer, and knows the type of product purchased by the customer and the purpose of purchasing the product, thus greatly shortening the initial communication time of the customer feedback information, and even understanding the feedback needs of the customer without communication, and improving the customer feedback information. Processing efficiency. On the other hand, the embodiment of the present application does not need to convey the feedback to the salesperson through the manual agent, and further avoids the occurrence of information omission in the process of oral retelling, and improves the accuracy of the processing.

FIG. 7 is a schematic diagram of a terminal device according to another embodiment of the present application. As shown in FIG. 7, the terminal device 7 of this embodiment includes a processor 70, a memory 71, and computer readable instructions 72 stored in the memory 71 and operable on the processor 70, such as customer feedback information. Handler. The processor 70 executes the computer readable instructions 72 to implement the steps in the foregoing method for processing various customer feedback information, such as S101 to S104 shown in FIG. 1. Alternatively, the processor 70, when executing the computer readable instructions 72, implements the functions of the various units in the various apparatus embodiments described above, such as the functions of the modules 61-64 shown in FIG.

Illustratively, the computer readable instructions 72 may be partitioned into one or more units, the one or more units being stored in the memory 71 and executed by the processor 70 to complete the application. . The one or more units may be a series of computer readable instruction instructions segments capable of performing a particular function for describing the execution of the computer readable instructions 72 in the terminal device 7. For example, the computer readable instructions 72 may be divided into a feedback information receiving unit, a salesperson determining unit, a primary processing result receiving unit, and a primary processing result response unit, each of which has a specific function as described above.

The terminal device 7 may be a computing device such as a desktop computer, a notebook, a palmtop computer, and a cloud server. The terminal device may include, but is not limited to, a processor 70 and a memory 71. It will be understood by those skilled in the art that FIG. 7 is only an example of the terminal device 7, and does not constitute a limitation of the terminal device 7, and may include more or less components than those illustrated, or combine some components or different components. For example, the terminal device may further include an input/output device, a network access device, a bus, and the like.

The so-called processor 70 can be a central processing unit (Central Processing Unit, CPU), can also be other general-purpose processors, digital signal processors (DSP), application specific integrated circuits (Application Specific Integrated Circuit (ASIC), Field-Programmable Gate Array (FPGA) or other programmable logic device, discrete gate or transistor logic device, discrete hardware components, etc. The general purpose processor may be a microprocessor or the processor or any conventional processor or the like.

The memory 71 may be an internal storage unit of the terminal device 7, such as a hard disk or a memory of the terminal device 7. The memory 71 may also be an external storage device of the terminal device 7, for example, a plug-in hard disk provided on the terminal device 7, a smart memory card (SMC), and a secure digital (SD). Card, flash card (Flash Card) and so on. Further, the memory 71 may also include both an internal storage unit of the terminal device 7 and an external storage device. The memory 71 is configured to store the computer readable instructions and other programs and data required by the terminal device. The memory 71 can also be used to temporarily store data that has been output or is about to be output.

The above-mentioned embodiments are only used to explain the technical solutions of the present application, and are not limited thereto; although the present application has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that they can still implement the foregoing embodiments. The technical solutions described in the examples are modified or equivalently replaced with some of the technical features; and the modifications or substitutions do not deviate from the spirit and scope of the technical solutions of the embodiments of the present application, and should be included in Within the scope of protection of this application.

Claims (20)

A method for processing customer feedback information, comprising: Receiving customer feedback information; wherein the customer feedback information includes a customer identifier; Determining, according to the customer identifier, a salesperson corresponding to the customer, and transmitting the customer feedback information to the terminal device corresponding to the salesperson; Receiving, by the terminal device corresponding to the salesperson, a first-level processing result returned according to the customer feedback information; The feedback response operation corresponding to the processing type is performed according to the processing type of the first-level processing result. The processing method according to claim 1, wherein the performing the response response operation corresponding to the processing type according to the processing type of the first-level processing result comprises: If the processing type is an advisory reply class, the first-level processing result is pushed to the terminal corresponding to the client; If the processing type is the consultation request type, the first processing result is pushed to the terminal corresponding to the consulting object corresponding to the consulting object identifier according to the consulting object identifier included in the first processing result, and the The terminal corresponding to the consultation target pushes the secondary consultation reply processing result to the terminal corresponding to the client according to the secondary consultation reply processing result returned by the primary processing result. The processing method according to claim 1, wherein the performing the response response operation corresponding to the processing type according to the processing type of the first-level processing result comprises: If the processing type is the appealing appeal type, the first processing result is pushed to the terminal corresponding to the appealing object corresponding to the appealing processing object identifier according to the identifier of the appeal processing object included in the first-level processing result; The first-level processing result includes an appeal priority level, so that the appeal object determines a processing timing of the first-level processing result according to the appeal priority level; Obtaining a second-level appeal processing result returned by the terminal corresponding to the appeal object according to the first-level processing result, and pushing the second-level appeal processing result to the terminal corresponding to the audit account corresponding to the appeal object; And if the terminal corresponding to the auditing account receives the processing pass information returned according to the second-level appeal processing result, the second-level appeal processing result is pushed to the terminal corresponding to the client. The processing method according to any one of claims 1-3, wherein the customer feedback information further includes a preset processing duration; The performing the response response operation corresponding to the processing type according to the processing type of the first-level processing result further includes: If the operation duration of the feedback response operation is greater than the preset processing duration, returning to performing the operation of sending the customer feedback information to the terminal device corresponding to the salesperson, and updating the count value of the return number counter ; If the count value is greater than the preset threshold, generating feedback processing abnormality information, and pushing the feedback abnormality processing information to the terminal corresponding to the client. The processing method according to claim 1, wherein the determining, according to the customer identifier, the salesperson corresponding to the customer comprises: Obtaining the purchased product information of the customer according to the customer identifier; Determining the salesperson corresponding to the customer based on the pre-stored sales record and the purchased product information. A processing terminal for customer feedback information, comprising: a feedback information receiving unit, configured to receive customer feedback information, where the customer feedback information includes a customer identifier; a salesperson determining unit, configured to determine a salesperson corresponding to the customer based on the customer identifier, and send the customer feedback information to the terminal device corresponding to the salesperson; a first processing result receiving unit, configured to receive a first-level processing result returned by the terminal device corresponding to the salesperson according to the customer feedback information; And a first-level processing result response unit, configured to perform a feedback response operation corresponding to the processing type according to the processing type of the first-level processing result. The processing terminal according to claim 6, wherein the primary processing result response unit comprises: a reply response response unit, configured to: if the processing type is an advisory reply type, push the first-level processing result to the terminal corresponding to the client; The consultation request response unit is configured to: if the processing type is the consultation request class, push the first-level processing result to the consulting object corresponding to the consulting object identifier according to the consulting object identifier included in the first-level processing result And obtaining, by the terminal corresponding to the consulting object, the second-level consultation reply processing result returned according to the first-level processing result, and pushing the second-level consultation reply processing result to the terminal corresponding to the client. The processing terminal according to claim 6, wherein the primary processing result response unit comprises: The appealing claim sending unit is configured to: if the processing type is the appealing appeal class, push the first-level processing result to the appeal corresponding to the appealing processing object identifier according to the identifier of the appeal processing object included in the first-level processing result a terminal corresponding to the object; wherein the first-level processing result includes an appeal priority level, so that the appeal object determines a processing timing of the first-level processing result according to the appeal priority level; a processing result determining unit, configured to obtain a second-level appeal processing result returned by the terminal corresponding to the appeal object according to the first-level processing result, and push the second-level appeal processing result to the audit account corresponding to the appeal object Terminal The processing result pushing unit is configured to: if receiving the processing pass information returned by the terminal corresponding to the auditing account according to the second-level appeal processing result, pushing the second-level appeal processing result to the terminal corresponding to the client. The processing terminal according to any one of claims 6 to 8, wherein the primary processing result response unit further comprises: Responding to the timeout execution unit, if the operation duration for performing the feedback response operation is greater than the preset processing duration, returning to performing the operation of sending the customer feedback information to the terminal device corresponding to the salesperson, and Update the count value of the return count counter; The feedback abnormal response unit is configured to generate feedback processing abnormality information if the count value is greater than a preset threshold, and push the feedback abnormality processing information to the terminal corresponding to the client. The processing terminal according to claim 6, wherein the salesperson determining unit comprises: Obtaining the purchased product information of the customer according to the customer identifier; Determining the salesperson corresponding to the customer based on the pre-stored sales record and the purchased product information. A terminal device, comprising: a memory, a processor, and computer readable instructions stored in the memory and executable on the processor, the processor executing the computer readable The following steps are implemented when the instruction is executed: Receiving customer feedback information; wherein the customer feedback information includes a customer identifier; Determining, according to the customer identifier, a salesperson corresponding to the customer, and transmitting the customer feedback information to the terminal device corresponding to the salesperson; Receiving, by the terminal device corresponding to the salesperson, a first-level processing result returned according to the customer feedback information; The feedback response operation corresponding to the processing type is performed according to the processing type of the first-level processing result. The terminal device according to claim 11, wherein the performing the response response operation corresponding to the processing type according to the processing type of the first-level processing result comprises: If the processing type is an advisory reply class, the first-level processing result is pushed to the terminal corresponding to the client; If the processing type is the consultation request type, the first processing result is pushed to the terminal corresponding to the consulting object corresponding to the consulting object identifier according to the consulting object identifier included in the first processing result, and the The terminal corresponding to the consultation target pushes the secondary consultation reply processing result to the terminal corresponding to the client according to the secondary consultation reply processing result returned by the primary processing result. The terminal device according to claim 11, wherein the performing the response response operation corresponding to the processing type according to the processing type of the first-level processing result comprises: If the processing type is the appealing appeal type, the first processing result is pushed to the terminal corresponding to the appealing object corresponding to the appealing processing object identifier according to the identifier of the appeal processing object included in the first-level processing result; The first-level processing result includes an appeal priority level, so that the appeal object determines a processing timing of the first-level processing result according to the appeal priority level; Obtaining a second-level appeal processing result returned by the terminal corresponding to the appeal object according to the first-level processing result, and pushing the second-level appeal processing result to the terminal corresponding to the audit account corresponding to the appeal object; And if the terminal corresponding to the auditing account receives the processing pass information returned according to the second-level appeal processing result, the second-level appeal processing result is pushed to the terminal corresponding to the client. The terminal device according to any one of claims 11 to 13, wherein the customer feedback information further includes a preset processing duration; The performing the response response operation corresponding to the processing type according to the processing type of the first-level processing result further includes: If the operation duration of the feedback response operation is greater than the preset processing duration, returning to performing the operation of sending the customer feedback information to the terminal device corresponding to the salesperson, and updating the count value of the return number counter ; If the count value is greater than the preset threshold, generating feedback processing abnormality information, and pushing the feedback abnormality processing information to the terminal corresponding to the client. The terminal device according to claim 11, wherein the determining, according to the customer identifier, the salesperson corresponding to the customer comprises: Obtaining the purchased product information of the customer according to the customer identifier; Determining the salesperson corresponding to the customer based on the pre-stored sales record and the purchased product information. A computer readable storage medium storing computer readable instructions, wherein the computer readable instructions, when executed by a processor, implement the following steps: Receiving customer feedback information; wherein the customer feedback information includes a customer identifier; Determining, according to the customer identifier, a salesperson corresponding to the customer, and transmitting the customer feedback information to the terminal device corresponding to the salesperson; Receiving, by the terminal device corresponding to the salesperson, a first-level processing result returned according to the customer feedback information; The feedback response operation corresponding to the processing type is performed according to the processing type of the first-level processing result. The computer readable storage medium according to claim 16, wherein the performing the response response operation corresponding to the processing type according to the processing type of the first-level processing result comprises: If the processing type is an advisory reply class, the first-level processing result is pushed to the terminal corresponding to the client; If the processing type is the consultation request type, the first processing result is pushed to the terminal corresponding to the consulting object corresponding to the consulting object identifier according to the consulting object identifier included in the first processing result, and the The terminal corresponding to the consultation target pushes the secondary consultation reply processing result to the terminal corresponding to the client according to the secondary consultation reply processing result returned by the primary processing result. The computer readable storage medium according to claim 16, wherein the performing the response response operation corresponding to the processing type according to the processing type of the first-level processing result comprises: If the processing type is the appealing appeal type, the first processing result is pushed to the terminal corresponding to the appealing object corresponding to the appealing processing object identifier according to the identifier of the appeal processing object included in the first-level processing result; The first-level processing result includes an appeal priority level, so that the appeal object determines a processing timing of the first-level processing result according to the appeal priority level; Obtaining a second-level appeal processing result returned by the terminal corresponding to the appeal object according to the first-level processing result, and pushing the second-level appeal processing result to the terminal corresponding to the audit account corresponding to the appeal object; And if the terminal corresponding to the auditing account receives the processing pass information returned according to the second-level appeal processing result, the second-level appeal processing result is pushed to the terminal corresponding to the client. The computer readable storage medium according to any one of claims 16 to 18, wherein the customer feedback information further comprises a preset processing duration; The performing the response response operation corresponding to the processing type according to the processing type of the first-level processing result further includes: If the operation duration of the feedback response operation is greater than the preset processing duration, returning to performing the operation of sending the customer feedback information to the terminal device corresponding to the salesperson, and updating the count value of the return number counter ; If the count value is greater than the preset threshold, generating feedback processing abnormality information, and pushing the feedback abnormality processing information to the terminal corresponding to the client. The computer readable storage medium according to claim 16, wherein the determining, based on the customer identification, a salesperson corresponding to the customer comprises: Obtaining the purchased product information of the customer according to the customer identifier; Determining the salesperson corresponding to the customer based on the pre-stored sales record and the purchased product information.