The Design And Implementation Of Customer Complaints Management System Based On Spring Boot

With the continuous popularization of smart portable devices,the number of users of Internet products is increasing day by day,and the number of questions and complaints about various businesses during the use of products is also on the rise.Customer service is also an important part of Internet products.For enterprises,it is very important to be able to quickly solve the questions and complaints raised by customers.The handling and solving of customer complaints often require multiple personnel from multiple departments to coordinate.Some customer complaints are generally not only handled by customer service personnel,but also require technical personnel to participate in them.For example,after customers place an order,they find that the user information and product information are not in line with their expectations,or the customer is charged but the payment fails.These complaints that cannot be solved by customer service personnel need technical personnel to deal with,and the technical personnel also need to cooperate with each other in the process of handling the problem.When the total number of customer complaints is still at a low level,the customer service staff and technicians can handle the daily customer complaints.However,with the development of the company's business and the growth of the number of customers,the number of customer complaints began to surge,the internal communication costs of employees continued to increase,and the customer complaints could not be solved in time,leading to a decrease in customer satisfaction.Therefore,in order to shorten the settlement time of customer complaints,a complete customer complaint management system is needed to improve the company's customer service efficiency while expanding the scale of service team.This paper implements a customer complaint management system,which manages the complete solution process through process management functions and reduces internal communication costs.The system carries out automatic problem preprocessing through the preprocessing function to reduce the repeated work of the team and solves customer complaints through event handling.At the same time,the system summarizes the solution through the solution management function and assists employees to deal with events.According to the company's current business situation,technology status and other factors,the customer complaint management system is based on the B/S structure,using the Spring Boot micro-framework for rapid project construction.The system uses Activiti workflow engine for process design and management,uses Redis technology as cache and MyBatis as persistence layer framework,and realizes functions such as automatic preprocessing,event processing,process design and user permission management.The customer complaint management system enables the customer service personnel to solve some problems independently without the intervention of technical personnel,greatly reducing the settlement time of complaints.The system makes the whole process more informationized and systematized through the standardized event processing process,which reduces the time consuming for the coordination among employees.The system completely saves the customer complaint information and various information in the flow process,which is convenient to summarize the solution and assist the staff to deal with the event.Through the use of this system,the repeated labor of employees is greatly reduced,and the cost of internal communication is also reduced,ultimately improving the efficiency of solving customer complaints and improving customer experience.