CN116032872A - A remote assistance method, device and electronic equipment based on instant messaging - Google Patents

Abstract

The embodiment of the invention discloses an instant messaging-based remote assistance method, device and electronic equipment, and relates to the technical field of computer applications. The method is used to assist the requesting end, comprising: establishing an instant messaging network connection and a CRM remote assistance connection with the customer service end of the target enterprise; sending interactive information to the customer service end through instant messaging; receiving the customer service end through the network The CRM remote assistance instruction is sent; in response to the CRM remote assistance instruction, specific functions of related applications are executed. The invention effectively saves the communication cost between the customer service and the user, and improves the user's experience of using tool software.

Description

A remote assistance method, device and electronic equipment based on instant messaging

technical field

The invention belongs to the technical field of computer applications, and in particular relates to an instant messaging-based remote assistance method, device and electronic equipment.

Background technique

At present, there are a lot of tool software on the market, and users often have user feedback problems in the process of using tool software, and when these users give feedback to customer service, most of the problems involve the use of tool software. In order to provide feedback to users, a traditional customer service system has emerged. When user feedback involves problems with the use of tools and software, the customer service in the customer service system will teach users how to use and troubleshoot problems through text and voice. But in most cases, because there is a huge gap in information between users and customer service, they cannot understand what the customer service said, so the efficiency of the communication process will be abnormally low, resulting in high communication costs, and also affecting the use of tool software by users experience. If you need to cultivate a customer service that can communicate effectively with users, the cost will be very high. At this time, the user just wants to use this function correctly, and does not have too many other demands.

Contents of the invention

In view of this, the embodiments of the present invention provide an instant messaging-based remote assistance method, device and electronic equipment, which are used to solve the problems of high communication costs and poor user experience in the existing traditional customer service system. The present invention can exchange problem information through instant messaging, and remotely assist in processing problems fed back by users through CRM, effectively saving communication costs between customer service and users, and improving user experience.

In the first aspect, an embodiment of the present invention provides an instant messaging-based remote assistance method for an assistance requesting end, the method comprising:

Establish an instant messaging network connection and a CRM remote assistance connection with the customer service terminal of the target enterprise;

Sending interactive information to the customer service terminal through instant messaging;

receiving the CRM remote assistance instruction issued by the customer service terminal through the network;

In response to the CRM remote assistance instruction, specific functions of related applications are executed.

With reference to the first aspect, in the first implementation manner of the first aspect, the establishment of an instant messaging network connection and a CRM remote assistance connection with the customer service end of the target enterprise includes:

Access the URL address assigned by the instant messaging service to the target company, and provide the local unique identifier to the customer service terminal of the target company, so as to establish instant messaging between the local unique identifier and the customer service identifier currently logged in at the customer service terminal of the target company Web connection and CRM remote assistance connection.

With reference to the first implementation of the first aspect, in the second implementation of the first aspect, the URL address assigned by the instant messaging service to the target enterprise includes:

The URL address assigned by the instant messaging service to the target enterprise is accessed through a local preset browser; wherein, the local preset browser only allows access to the web page link address of the instant messaging service.

With reference to the first aspect, in the third implementation manner of the first aspect, the receiving the CRM remote assistance instruction issued by the customer service terminal through the network includes:

Polling according to a preset cycle whether to receive the CRM remote assistance instruction issued by the customer service terminal through the network until receiving the CRM remote assistance instruction issued by the customer service terminal through the network.

With reference to the first aspect, in the fourth implementation manner of the first aspect, after the specific function of the relevant application is executed in response to the CRM remote assistance instruction, the method further includes:

Send the execution result of the CRM remote assistance instruction to the customer service terminal.

In the second aspect, an embodiment of the present invention provides an instant messaging-based remote assistance device for an assistance requesting end, including:

The connection establishment module is used to establish an instant messaging network connection and a CRM remote assistance connection with the customer service end of the target enterprise;

An interactive information sending module, configured to send interactive information to the customer service end through instant messaging;

An assistance instruction receiving module, configured to receive the CRM remote assistance instruction issued by the customer service terminal through the network;

The response module is configured to respond to the CRM remote assistance instruction and execute specific functions of related applications.

With reference to the second aspect, in the first implementation manner of the second aspect, the connection establishment module is specifically configured to access the URL address assigned by the instant messaging service to the target enterprise, and provide the local unique identifier to the target enterprise The customer service terminal is used to establish an instant messaging network connection and a CRM remote assistance connection between the local unique identifier and the customer service identifier currently logged in at the customer service terminal of the target enterprise.

With reference to the first implementation manner of the second aspect, in the second implementation manner of the second aspect, the URL address assigned by the instant messaging service to the target enterprise includes:

The URL address assigned by the instant messaging service to the target enterprise is accessed through a local preset browser; wherein, the local preset browser only allows access to the web page link address of the instant messaging service.

With reference to the second aspect, in the third implementation manner of the second aspect, the assistance instruction receiving module is specifically configured to poll whether the CRM remote assistance instruction issued by the customer service terminal through the network is received according to a preset cycle, Until receiving the CRM remote assistance instruction issued by the customer service terminal through the network.

With reference to the second aspect, in the fourth implementation manner of the second aspect, the remote assistance device based on instant messaging further includes:

A result sending module, configured to send the execution result of the CRM remote assistance command executed by the response module to the customer service terminal.

In a third aspect, an embodiment of the present invention provides an electronic device, the electronic device includes: a housing, a processor, a memory, a circuit board, and a power supply circuit, wherein the circuit board is placed inside the space enclosed by the housing, and the processor and the memory are arranged on the circuit board; the power supply circuit is used to supply power to each circuit or device of the above-mentioned electronic equipment; the memory is used to store the executable program code; the processor runs and can read the executable program code stored in the memory Executing a program corresponding to the program code is used to execute the instant messaging-based remote assistance method described in any one of the foregoing embodiments.

In a fourth aspect, an embodiment of the present invention provides a computer-readable storage medium, the computer-readable storage medium stores one or more programs, and the one or more programs can be executed by one or more processors to Realize an instant messaging-based remote assistance method described in any one of the foregoing embodiments.

The instant messaging-based remote assistance method, device and electronic equipment provided by the present invention are used to assist the requesting end. First, assisting the requesting end to establish an instant messaging network connection and a CRM remote assistance connection with the enterprise customer service end of the tool software that has usage problems , and then you can send interactive information to the customer service terminal through instant messaging and get remote assistance instructions from the CRM remote assistance connection, and finally respond to the remote assistance instructions to solve the encountered usage problems. The present invention saves the communication cost between the customer service and the user, and the user experience is better. The user no longer needs to understand the content described by the customer service, and the customer service can directly assist the user to solve the problem.

Description of drawings

In order to more clearly illustrate the technical solutions in the embodiments of the present invention or the prior art, the following will briefly introduce the drawings that need to be used in the description of the embodiments or the prior art. Obviously, the accompanying drawings in the following description are only These are some embodiments of the present invention. Those skilled in the art can also obtain other drawings based on these drawings without creative work.

FIG. 1 is a flow chart of Embodiment 1 of an instant messaging-based remote assistance method provided by an embodiment of the present invention;

FIG. 2 is a flow chart of Embodiment 2 of an instant messaging-based remote assistance method provided by an embodiment of the present invention;

FIG. 3 is a schematic structural diagram of Embodiment 1 of an instant messaging-based remote assistance device provided by an embodiment of the present invention;

FIG. 4 is a schematic structural diagram of Embodiment 2 of an instant messaging-based remote assistance device provided by an embodiment of the present invention;

FIG. 5 is a schematic structural diagram of an electronic device provided by the present invention.

Detailed ways

Embodiments of the present invention will be described in detail below in conjunction with the accompanying drawings.

It should be clear that the described embodiments are only some of the embodiments of the present invention, not all of them. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

FIG. 1 is a flow chart of Embodiment 1 of an instant messaging-based remote assistance method provided by an embodiment of the present invention. Referring to Figure 1, the method is used to assist the requesting end, including the following steps S101-S104:

S101: Establish an instant messaging network connection and a CRM remote assistance connection with the customer service terminal of the target enterprise.

In this embodiment, the establishment of an instant messaging network connection is mainly used to assist the requester (i.e. the user) and the customer service end (enterprise customer service) to establish a channel for information interaction, and the user can send the problem information encountered in the use of the tool software to the customer service; Establishing a CRM remote assistance connection is mainly used for the customer service to send CRM remote assistance instructions to the user, so as to assist the requesting end to solve software product usage problems. Through the combination of instant messaging (IM: Instant Messaging) such as Tencent Qidian IM and remote assistance system, the shortcomings of the traditional customer service system are made up, so that the customer service can handle more problems. Specifically, during the process of establishing an IM connection between the assistance requesting end and the customer service end, the user establishes a CRM remote assistance (customer service instruction response) connection with the customer service at the same time.

Preferably, this step S101 may include: accessing the URL address assigned by the instant messaging service to the target enterprise, and providing the local unique identifier to the customer service end of the target enterprise, so as to establish the local unique identifier and the customer service end of the target enterprise The instant messaging network connection between the currently logged-in customer service ID and the CRM remote assistance connection, the customer service end will accurately deliver the remote assistance command through the unique identification of the assistance requesting end.

In the present embodiment, visit by browser, this browser only allows to visit the webpage link address of described instant messaging service, and this address is the URL address that instant messaging service distributes for the target enterprise (such as Tencent enterprise point IM distributes for the target enterprise The web page link address), and this browser attaches the CRM remote assistance module. When assisting the requester to load a customized browser, the identification information (such as the serial number) of the local tool software can be sent to the background of the customer service end, and the background can obtain detailed user information of the tool software through this identification information, which is convenient for the customer service to carry out targeted follow-up service, or it can also be used for verification. After the verification is passed, the instant messaging network connection and CRM remote assistance connection are established, which effectively improves the security of the network link.

S102: Send interactive information to the customer service terminal by means of instant messaging.

In this embodiment, after an IM network connection is established between the assistance requesting end and the customer service side, the user directly communicates with the customer service through IM.

S103: Receive the CRM remote assistance instruction sent by the customer service terminal through the network.

In this embodiment, the CRM remote assistance module at the assistance requesting end is mainly implemented as a background service, and can only respond to CRM remote assistance instructions issued by the customer service terminal through the network, and the customer service terminal is only used to issue CRM remote assistance instructions.

Wherein, the CRM remote assistance instruction issued by the customer service terminal through the network may be, for example, an instruction to help the user install a remote assistance tool, an instruction to remotely perform computer testing, and the like. For example, the instructions issued by the customer service terminal of Kingsoft Internet Security (the target company) through Internet Internet Security CRM to help users install remote assistance tools can be:

DUBA COMMAND-dltodesk:

text:Download remote tools

clientCommandMsg:

cmd_param: '/ksysdoctor/fix:4221/src:crm'

hide_process:0

notify_user: 1

notify_txt: 'Computer Doctor is about to start "Remote Tool" for you'

Alternatively, the command for remote computer detection issued by Kingsoft Duba's customer service terminal through Duba CRM can be:

DUBA COMMAND-pcinfoTest:

text: basic information (hardware configuration)

clientCommandMsg:

cmd_param: '/ksysdoctor/fix:4183/src:crm'

hide_process:0

notify_user: 1

notify_txt: 'Computer Doctor is about to start "Computer Detection" for you'

Preferably, this step S103 may include: the assistance requesting end polls according to a preset cycle whether it has received the CRM remote assistance instruction issued by the customer service end through the network, until it receives the CRM remote assistance instruction issued by the customer service end through the network. Assist command.

In this embodiment, polling the CRM remote assistance instructions issued by the network according to the preset cycle will effectively improve the timeliness of receiving the remote assistance instructions.

S104: Responding to the CRM remote assistance instruction, execute specific functions of related applications.

An instant messaging-based remote assistance method provided by the embodiment of the present invention is used to assist the requesting end. First, assisting the requesting end to establish an instant messaging network connection and a CRM remote assistance connection with the enterprise customer service end of the tool software that has usage problems, and then It is possible to send interactive information to the customer service terminal through instant messaging and obtain remote assistance instructions from the CRM remote assistance connection, and finally respond to the remote assistance instructions to solve the encountered usage problems. The present invention saves the communication cost between the customer service and the user, and the user experience is better. The user no longer needs to understand the content described by the customer service, and the customer service can directly assist the user to solve the problem.

FIG. 2 is a flow chart of Embodiment 2 of an instant messaging-based remote assistance method provided by an embodiment of the present invention. Referring to Figure 2, the method is used to assist the requesting end, including the following steps S201-S205:

S201: Establish an instant messaging network connection and a CRM remote assistance connection with the customer service terminal of the target enterprise.

S202: Send interactive information to the customer service terminal through instant messaging.

S203: Receive the CRM remote assistance instruction sent by the customer service terminal through the network.

S204: Responding to the CRM remote assistance instruction, execute specific functions of related applications.

S205: Send the execution result of the CRM remote assistance instruction to the customer service terminal.

In the remote assistance method based on instant messaging provided by the embodiment of the present invention, after the assistance requesting end obtains the CRM remote assistance instruction and executes specific functions of related applications, it sends the execution result of the CRM remote assistance instruction to the customer service end, which is convenient The customer service end knows the result of running the CRM remote assistance command on the assistance requesting end. If the result is unsuccessful or the problem of using the user tool is not solved, it can also issue other assistance instructions to the assistance requesting end, so that the problem is completely solved and the service life is effectively improved. User experience.

Corresponding to the remote assistance method based on instant messaging provided by the embodiment of the present invention, the embodiment of the present invention also provides an instant messaging-based remote assistance device. FIG. 3 is a schematic structural diagram of Embodiment 1 of an instant messaging-based remote assistance device provided by an embodiment of the present invention. As shown in Figure 3, the device, used to assist the requesting end, includes:

The connection establishment module 1 is used to establish an instant messaging network connection and a CRM remote assistance connection with the customer service end of the target enterprise; The unique identifier is provided to the customer service terminal of the target enterprise, so as to establish an instant messaging network connection and a CRM remote assistance connection between the local unique identifier and the customer service identifier currently logged in at the customer service terminal of the target enterprise. Wherein, the accessing the URL address assigned by the instant messaging service to the target enterprise may include: accessing the URL address assigned by the instant messaging service to the target enterprise through a local preset browser; wherein, the local preset browser only allows access to all The web page link address of the instant messaging service.

An interactive information sending module 2, configured to send interactive information to the customer service end through instant messaging;

The assistance instruction receiving module 3 is used to receive the CRM remote assistance instruction issued by the customer service terminal through the network; The issued CRM remote assistance instruction until receiving the CRM remote assistance instruction issued by the customer service terminal through the network.

The response module 4 is configured to respond to the CRM remote assistance instruction and execute specific functions of related applications.

The device of this embodiment can be used to implement the technical solution of the method embodiment shown in FIG. 1 , and its implementation principle and technical effect are similar, and will not be repeated here.

FIG. 4 is a schematic structural diagram of Embodiment 2 of an instant messaging-based remote assistance device provided by an embodiment of the present invention. The device of this embodiment is based on the device structure shown in Figure 3, and further, the instant messaging-based remote assistance device further includes:

The result sending module 5 is configured to send the execution result of the response module 4 executing the CRM remote assistance command to the customer service terminal.

The device of this embodiment can be used to implement the technical solution of the method embodiment shown in FIG. 2 , and its implementation principle and technical effect are similar, and will not be repeated here.

The embodiment of the present invention also provides an electronic device. Fig. 5 is a schematic structural diagram of an electronic device provided by the present invention, which can realize the flow of the embodiment shown in Fig. 1 and Fig. 2 of the present invention. As shown in Fig. 5, the above-mentioned electronic device may include: a housing 91, a processor 92 , memory 93, circuit board 94 and power supply circuit 95, wherein, circuit board 94 is arranged inside the space enclosed by housing 91, processor 92 and memory 93 are arranged on circuit board 94; Power supply circuit 95 is used for above-mentioned electronic Each circuit or device of the device is powered; the memory 93 is used to store executable program codes; the processor 92 runs the program corresponding to the executable program codes by reading the executable program codes stored in the memory 93, and is used to execute any of the aforementioned An instant messaging-based remote assistance method described in the embodiment.

This electronic device exists in many forms, including but not limited to:

(1) Mobile communication equipment: This type of equipment is characterized by mobile communication functions, and its main goal is to provide voice and data communication. Such terminals include: smart phones (such as iPhone), multimedia phones, feature phones, and low-end phones.

(2) Ultra-mobile personal computer equipment: This type of equipment belongs to the category of personal computers, with computing and processing functions, and generally also has the characteristics of mobile Internet access. Such terminals include: PDA, MID and UMPC equipment, such as iPad.

(3) Portable entertainment equipment: This type of equipment can display and play multimedia content. Such devices include: audio and video playback modules (such as iPod), handheld game consoles, e-books, smart toys and portable car navigation devices.

(4) Server: A device that provides computing services. The composition of a server includes processors, hard disks, memory, and system buses. , Reliability, security, scalability, manageability and other aspects have high requirements.

(5) Other electronic devices with data interaction functions.

In the fourth aspect, the embodiments of the present invention also provide a computer-readable storage medium, the computer-readable storage medium stores one or more programs, and the one or more programs can be executed by one or more processors , so as to realize any one of the remote assistance methods based on instant messaging provided by the foregoing embodiments, and therefore also achieve corresponding technical effects, which have been described in detail above and will not be repeated here.

It should be noted that in this article, relational terms such as first and second are only used to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply that there is a relationship between these entities or operations. There is no such actual relationship or order between them. Furthermore, the term "comprises", "comprises" or any other variation thereof is intended to cover a non-exclusive inclusion such that a process, method, article, or apparatus comprising a set of elements includes not only those elements, but also includes elements not expressly listed. other elements of or also include elements inherent in such a process, method, article, or device. Without further limitations, an element defined by the phrase "comprising a ..." does not exclude the presence of additional identical elements in the process, method, article or apparatus comprising said element.

Each embodiment in this specification is described in a related manner, the same and similar parts of each embodiment can be referred to each other, and each embodiment focuses on the differences from other embodiments. In particular, as for the device embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and for relevant parts, please refer to part of the description of the method embodiment.

For the convenience of description, the above devices are described by dividing their functions into various units/modules and describing them separately. Of course, when implementing the present invention, the functions of each unit/module can be implemented in one or more pieces of software and/or hardware.

Those of ordinary skill in the art can understand that all or part of the processes in the methods of the above embodiments can be implemented through computer programs to instruct related hardware, and the programs can be stored in a computer-readable storage medium. During execution, it may include the processes of the embodiments of the above-mentioned methods. Wherein, the storage medium may be a magnetic disk, an optical disk, a read-only memory (Read-Only Memory, ROM) or a random access memory (Random AccessMemory, RAM), etc.

The above is only a specific embodiment of the present invention, but the scope of protection of the present invention is not limited thereto. Any person familiar with the technical field can easily think of changes or substitutions within the technical scope disclosed in the present invention. All should be covered within the protection scope of the present invention. Therefore, the protection scope of the present invention should be based on the protection scope of the claims.

Claims (10)

1. A remote assistance method based on instant messaging, characterized in that, for assisting the requesting end, the method comprises: Establish an instant messaging network connection and a CRM remote assistance connection with the customer service terminal of the target enterprise; Sending interactive information to the customer service terminal through instant messaging; receiving the CRM remote assistance instruction issued by the customer service terminal through the network; In response to the CRM remote assistance instruction, specific functions of related applications are executed. 2. The remote assistance method based on instant messaging as claimed in claim 1, wherein said setting up an instant messaging network connection and a CRM remote assistance connection with the customer service end of the target enterprise comprises: Access the URL address assigned by the instant messaging service to the target company, and provide the local unique identifier to the customer service terminal of the target company, so as to establish instant messaging between the local unique identifier and the customer service identifier currently logged in at the customer service terminal of the target company Web connection and CRM remote assistance connection. 3. The remote assistance method based on instant messaging as claimed in claim 2, wherein the URL address assigned by the instant messaging service for the target enterprise comprises: The URL address assigned to the target enterprise by the instant messaging service is accessed through a local preset browser; wherein, the local preset browser only allows access to the web page link address of the instant messaging service. 4. The remote assistance method based on instant messaging as claimed in claim 1, wherein the receiving the CRM remote assistance instruction issued by the customer service terminal through the network comprises: Polling according to a preset cycle whether to receive the CRM remote assistance instruction issued by the customer service terminal through the network until receiving the CRM remote assistance instruction issued by the customer service terminal through the network. 5. The remote assistance method based on instant messaging according to claim 1, characterized in that, after said responding to said CRM remote assistance instruction and executing specific functions of related applications, said method further comprises: Send the execution result of the CRM remote assistance instruction to the customer service terminal. 6. A remote assistance device based on instant messaging, characterized in that, for an assistance requesting end, the device includes: The connection establishment module is used to establish an instant messaging network connection and a CRM remote assistance connection with the customer service end of the target enterprise; An interactive information sending module, configured to send interactive information to the customer service end through instant messaging; An assistance instruction receiving module, configured to receive the CRM remote assistance instruction issued by the customer service terminal through the network; The response module is configured to respond to the CRM remote assistance instruction and execute specific functions of related applications. 7. The remote assistance device based on instant messaging as claimed in claim 6, wherein the connection establishment module is specifically used to access the URL address allocated by the instant messaging service to the target enterprise, and provide the local unique identifier to the The customer service terminal of the target enterprise is used to establish an instant messaging network connection and a CRM remote assistance connection between the local unique identifier and the customer service identifier currently logged in at the customer service terminal of the target enterprise. 8. The remote assistance device based on instant messaging as claimed in claim 7, wherein the URL address allocated by the instant messaging service for the target enterprise comprises: The URL address assigned by the instant messaging service to the target enterprise is accessed through a local preset browser; wherein, the local preset browser only allows access to the web page link address of the instant messaging service. 9. The remote assistance device based on instant messaging as claimed in claim 6, wherein the assistance instruction receiving module is specifically configured to poll according to a preset cycle whether to receive the CRM sent by the customer service terminal through the network Remote assistance instruction until receiving the CRM remote assistance instruction issued by the customer service terminal through the network. 10. The remote assistance device based on instant messaging as claimed in claim 6, wherein the device further comprises: A result sending module, configured to send the execution result of the CRM remote assistance command executed by the response module to the customer service terminal.

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