Customer service relationship management based on SQL net enterprise messenger enterprise communications

1. 1. General idea

For the current four major telecom service providers , The channel management of the platform provides channel functions for different service providers , And support multi-channel services of the same supplier . The whole platform provides two forms of SMS sending services , One is WEB SMS sending of version , You can use your own defined short message template to send short messages from a single user or multiple users , You can send it regularly , You can also send it immediately . It also provides SDK Form of service , Integrated into the application by the customer , Use the sending function of the platform .

The platform supports multi-level agent functions , Each agent can develop its own customers , Use the platform to maintain their own customer information and customer recharge 、 send out 、 SMS audit and other functions . The platform network topology is as follows ：

The various roles of the platform are as follows ：

Customer service ： People who manage the SMS platform within the company

Agent ： Register an account in the platform , At the same time, you can add offline service personnel or companies .

End user ： According to the SMS protocol provided by the designated service provider , Can pass WEB The operator who sends text messages at the end .

SDK Access services ： Use the... Provided by the platform SDK, And customers who send SMS services within the framework of the communication agreement provided by the designated agent or the company itself .

1. 1. 1. Customer service personnel function

Customer service personnel define channels , Send SMS and manually approve the SMS that fails to pass the approval after text filtering . At the same time, it can help customers modify the content of SMS , Send from New .

 

1. 1. 1. Agent functions

The agent is the user of the platform agreement subordinate to the parent company , They can add their own end users , You can also send text messages by yourself . At the same time, it also has recharge 、 Log query 、 Billing management and other functions .

 

1. 1. 1. Agent functions

The agent is the user of the platform agreement subordinate to the parent company , They can add their own end users , You can also send text messages by yourself . At the same time, it also has recharge 、 Log query 、 Billing management and other functions

When the end user of the agent sends text messages for billing , One is to deduct the delivery fee from the customer's own billing , Second, deduct the agent's own expenses according to the agent's SMS price .

1. 1. 1. End user functions

The terminal sends SMS , At the same time, you can query and send short message historical data . You can count or query the currently sent expenses .