Research And Design Of Efficient Customer Service System For B2C E-commerce

In recent years, the domestic electric commerce industry is the class of user groups who uses customer service system mostly and their requirements are very fine.From the most simple customer dialogue, to the requirements of the system to provide detailed tracking scheme and resource automatic matching,the requirements for customer service business industry is gradually increased with the network market depending. For the most part of enterprises relating to the product or service transformation, from the port of customer service can access to the the most directly transformed data,paying special attention to the port,is equal to the effective control of the conversion rate of the intention customers.Recently, customer service systems used by electric commerce are products of extended Call Center, these products are sold together with Call Center systems. These products have the basic function of telephone records and work orders and can interface with customer information, order information and their systems of e-commerce. The advantage of this approach of building customer service systems is that customer service can be quickly on-line and also can support the basic needs of daily work. The disadvantage is that due to the excessive development of electricity business, functional scalability is poor, the capacity of processing massive data is weak. The electricity commerce will plan to independently research and develop their systems when their business reach to a certain size, amount of work order increase to an order of magnitude.Based on the above background, the research target is independently to design solutions, which can provide efficient customer service system of business enterprise, and implement a customer service system for business enterprise.In our design, transfer efficiency of each link of each transfer of work order is sufficiently considered, such as setting the work order template to handle many concurrent events in a short time; provide quick setting agent function, in order to deal with emergency work order etc.In this paper, the system demand analysis and the related use case diagram and flow chart of the business were given;on the basis of the demand analysis the overall design of the system was given; finally the details of implementation and key code of system implementation was discusses. The system has been tested and run on the line, in the more than a year process of operation, the system efficiently solved the problem of transfer of single work order between industry, customer service and other departments, improve the efficiency of customer service.