Design And Practice Of One Customer Service Information Management Sofeware-Yinfeng Shopping Mall’s OEM

Customer service center acts the windows of the shopping mall to provide servicesof business consultation, business query, business acceptance, complaint and suggestion,etc for customers. The establishment of customer service center, can provide a variety ofcommunication channels with customers, and improve service quality and the customersatisfaction of shopping mall. Customer service center can also offer a variety ofbusiness, publicity of new products and new business.Based on the background of Yin-feng shopping mall customer service center inSui-Ning city, this article imports the knowledge library into the construction andshopping mall of the customer service center, express the necessity of constructing thecustomer service center library and introduce the design in detail of customer servicecenter knowledge library, realize specific information mining, clustering analysis,reasonable storage, intelligent learning. Through the introduction of the knowledge baseto reduce knowledge sharing and processing cost, accelerate the diffusion of knowledgeand communication, and promote the information gathering and mining. The system hasrealized to store all kinds of information management and query, so as to improvebusiness process efficiency and effectiveness.This article mainly contains following several contents:1. The key technology has been researched about shopping mall customer servicesystem based knowledge management. Through need analysis, this article explained thesystem framework, network structure, hardware architecture, software architecture,Knowledge base structure.2. In the design of the system structure, the intelligent data operating layer (IDOL)is proposed based on the traditional three-tier structure, which collects data from variousaspect, and stores data through methods of the rapid processing and intelligent search.In the process of processing information, IDOL can contact the concepts and context tounderstand the contents of the database.3. In the design of the system function, the functions of the Telephone service,SMS group sending, knowledge management, customer relationship management system have been described. The background makes full use of collecting informationtracking, clustering, automatic classification, agents and other functions, realized thefunctions of commodity intelligent search and recommendation based on customercluster, intelligent call answering, and knowledge window service.4. In system development and implementation phases, the MVC design pattern andsoftware reuse and software component technology has been used, which offers asolution to eliminate repeated work and improves efficiency and quality in the softwaredevelopment. Through the system unit testing and integration testing, the whole systemruns well and has put into use.