Evolution of customer service hotline of dewu

One 、 Business background

Why do you need a separate hotline ？

With the rapid development of acquisition business , Strong customer service has increasingly become an essential part of getting things , In the original IM On the basis of chat , Getting things gave birth to our own Hotline System . The main significance is ：

• Solve user problems during calls , Help users query orders , Create work orders for user consultation for tracking ;

• Divert some consulting pressure for online customer service , Meet some scenarios that prefer telephone users to solve urgent and complex problems , Enhance user experience .

Two 、 Hotline function point

What can today's customer service hotline do ？

• Internal call ：
  User pass 400 Call in to consult customer service , Increase user consultation channels , reduce IM Customer service reception pressure , Improve service quality ;

Users click on the exclusive hotline , Turn on the mobile phone to dial , As shown in the figure below ：

What can the customer service side do with the hotline workbench after receiving the call ？ As shown in the figure below ：

• state ：
  Customer service can switch states on the hotline workbench , for example ： Free 、 Be busy 、 Xiao Xiu 、 Meetings, etc ; The default state is idle , Idle access phone , Other states will not access the phone ;

• Operation console ：
  Show the recent history of the current reception 10 Make a call , If any call record is deleted, it will be supplemented ;

• answer the phone ：
  The front end obtains the ring event and data , Bring the incoming call information to the customer service console , Get basic user information here , Verify user identity , Query related orders , Work order management , Jump to work order details . The contents of the call record include ： cell-phone number 、 Call time （ Connection time ）、 Place of ownership （ Provinces ）、 Add notes 、 Skill group 、 Key track 、 Delete call log ;

• Phone strip action ：
  The main purpose of the phone strip is to let the customer service take the initiative to initiate some actions during the call .

a. Click keep ： Hold the call , The user side hears music ;

b. Click restore ： Resume call ;

c. Click transfer ： Transfer to idle customer service , You can cancel the transfer , After being answered by the transferred customer service, the transferred customer service hangs up  , Transfer to customer service group , Hang up , Be transferred to the customer service group and poll to the idle customer service ;

d. Click to consult ： Consult the idle customer service and customer service team ;

e. Click to transfer to survey ： Hang up ;

f. Click invite comments ： User evaluation ;

g. Click hang up ： Hang up .

• Sit outside call ：
  Use the client phone software to make outgoing calls , The main scene is second-line customer service , When processing work orders , In order to communicate with customers timely and effectively , Agents contact customers through outbound calls .

3、 ... and 、 The history of the development of the get things hotline

Let's first look at the functions of the current get goods hotline , As shown in the figure below ：

As shown in the figure above , Now the functions of the get goods hotline mainly include work order management 、 User management 、 Order management 、 Five functional modules for querying historical information and telephone management , The function is relatively perfect , Basically meet the needs of all users for incoming line consultation , However, the development of the hotline is not so complete at the beginning . It has gone through the following stages ：

Now let's take a look at how the get things hotline technology realizes each big step ~ Of ~

1. Requirements derived from work orders

1.1  background

In fact, the hotline call started from the worker's side , The work order is the most important voucher for the customer service domain to follow up user problems , Customer service deals with all kinds of work orders every day , The need for real-time communication with users is particularly urgent , This is the beginning of the hotline business , The hotline in this period is only a function attached to the work order .

1.2  Technical realization

This stage is mainly to connect with the third-party telephone software , How to make users and customer service talk is the key , The user calls the customer service and receives the call , The process is as follows ：

First of all, the code of the hotline will be injected with telephone related SDK, The third-party resultant force is used here SDK, It is mainly responsible for three things ：

• Be responsible for listening to the ringing events sent by the server ;

• Monitor the phone strip action initiated by customer service , Such as pop-up transfer of incoming calls ;

• Send a request to the server by polling , Update customer service status in time , For example, whether it is offline , Is there any data change of the current seat , Obtain transfer group data, etc , As shown in the screenshot , The front end will save these data .
  
  

Together ：

The hotline mainly uses Heli tripartite hotline service , Develop the secondary hotline service capability through the telephone service provided by Heli .

SDK How to monitor the ring time and monitor the phone strip action , Take the ring event as an example ：

• The incoming call will first be sent through Heli server , call SDK Medium _softphonebar_evtRing Method ;

• Registered globally hollyglobal.ringEvent, Send out ringEvent Events and data ;

• Event monitoring in the code , stay handleRingEvent Method to execute business logic , Processing data ;

• The operation of other telephone strips is the same .

In this way, the basic call function is completed , Next, you only need to work on the work order .

Hotline list during the work order period ：

2. The birth of auxiliary modules

2.1  background

With the independent incubation of the octopus workbench in the customer service domain , Hotline as an important part , Migrate from work order to Octopus workbench , At this time, octopus can only answer and make calls , Search for basic information , Because the migration from the work order loses the binding with the work order , Therefore, it is recombined with the work order , Become a milestone upgrade of the hotline .

2.2  Technical realization

In this place , Hotline from the previous iframe Embedded job page , Transform into remote components connected to the work order .

• iframe shortcoming
  ： The hotline has more than one work order , Every time you open it, you load another complete project , Customer service should constantly switch between different calls , The whole experience was very catchy , The performance is very poor ;

• Advantages of module Federation
  ： From project dimension reduction to component , Don't load others' entire project , Just use the components in other projects as usual components in your own projects , Just focus on this component , Open the box .

besides , The service track module is also bound to the caller's mobile phone , The hotline is transferred from only support to a customer service group , It can also support a single seat , Improve the functions of the whole transfer module and auxiliary module .

3. And App The financial side has completed docking

3.1  background

Only work order management , Query basic user information , The hotline function is still imperfect , Users will have all kinds of questions when they come to EMF , It's not just order consulting , With App The financial side plans to go online for users , A large number of users have asked about consignment orders and financial conditions .

• Add the function of consignment order query , Meet the consignment order query scenario , There is no need for a single consignment order query system ;

• Increase Jiawu loan ： Customer service helps the caller inquire or inquire about the cash withdrawal ability within the installment , Answer the opening of standby loans and other related matters  .
  
  

3.2  Technical realization

Here, because finance can only be carried out under specific circumstances , Consignment inquiry , And the page is just a simple query result page , Here the iframe Embedded consignment and financial inquiry tab,src The query parameter is user ID, Realize linkage with the current user of the query , Automatically bring out the page information , Greatly save customer service time .

4. Voice link upgrade -ivr Nuclear body

IVR This upgrade of the core body marks that the whole link of the customer service hotline system of dewu has been basically complete .

4.1  background

Why do you need a nuclear body ？

• Get things hot line pull 2021 year 10 Month to date data , The proportion of non incoming mobile phone inquiries is 40%, The scenes requiring body verification account for% of the total incoming line 20% about ; The proportion is very high , And each phone check takes 30S about , Lengthen the average processing time to a certain extent , Impact on user experience ; 

• The artificial core itself has an error rate .
  
  

4.2  The business process

• Customer service will check whether the incoming user is himself , Or whether it is not my personal verification , Condition to get user information , Order details , Service track and create work orders for users ;

• The whole process needs to record whether the current user is verified , The result of nuclear body will affect web Respond differently , Different identities show different data , The business scenario is shown in the figure below ：
  
  

After the core body function is added ：

4.3  Technical challenges

In addition to the Heli side, the corresponding voice prompt node needs to be configured in the telephone link before entering the manual , Record the mobile phone number or identity information entered by the user , The back end returns the corresponding user query results , There are two main technical challenges to be solved at the front end of the hotline after entering the manual mode ：

• cache ：
  The old hotline only needs to cache the query results , Customer service doesn't need to record too many operations , And in the past, the default user incoming number was the consulting number , There is only one case , Caching is relatively simple , But with the addition of nuclear body function , Users' information has become more , User's local incoming line or non local incoming line , Whether customer service checks the identity of users , How core body , Whether the nuclear body passes , These are data that need to be recorded , How to maintain and cache current data , Let the customer service switch the phone list on the left without losing the last operation , It has become a technical core ;

• Disadvantages of data linkage ：
  Because a lot of code is bound to be used watch monitor , One of the most troublesome phenomena is that a data change is affected by several unrelated watch To the supervisor , So a lot of repetitive logic is executed , The part that greatly affects the performance mainly depends on the optimization of the code structure by the front end .
  
  

4.4  terms of settlement

• Cache solution ：
• Put some components before state Data information , Migrate to store Storage , Take the incoming line list on the left , Every call is recorded as a call ID by key Of Object,value For the search result information and customer service operation information ;
• When switching lists , use watch Implement monitoring , The current page that is about to leave （old） Of state Information commit Into the store It can save ;
• For the target session of the cut （new）, Just take it store Value stored inside , The value here also comes from the latest value saved during the last cut out , So it must be the latest . Here, you only need to save the latest results without saving every operation of customer service .

• The solution to excessive monitoring ：
  
  

a. determine watch The scope of the , When should I zoom in , When should we let it go , For example, some watch In fact, it can be merged , Put the same logic together ;

b. In some logic dealing with the sending interface , Try to shrink watch Range , Otherwise, the interface will trigger frequently ;

c. take store Structure to rewrite , For example, the hotline extracts the data information of basic information separately , As a common watch monitor , This will not interfere with the monitoring of other data .

Come here , Today's get things hotline was born ~

Four 、 Project effectiveness

Access range ：4.17-4.26

Conclusion ： After the core function is online , The actual telephone volume of the core accounts for% of the total telephone volume 6.2%, Compared with the artificial nuclear body , The average call duration per call decreased 12.5s.

5、 ... and 、 The future planning

Of course , Nowadays, the hotline for getting things takes longer than other Hotlines in the industry , Compared with more mature products, there is still some room for progress , In the future, we will mainly do these steps ：

• Together SDK upgrade ：
  At this stage, the relevant functions of the phone depend on the third-party joint force interface , This also makes it difficult to guarantee the stability of the hotline , Many times, communication with Heli cannot be avoided , This will mainly promote the joint force in the early stage SDK Upgrade and specification of , Comb the core links , Supplement the logic , Summarize frequently asked questions , Achieve rapid positioning and solve problems , Later, we will gradually start to develop a set of telephone cores SDK For use ;

• IVR Core upgrade ：
  Add self-service function , Advance some manual queries to IVR, Because you can see it IVR The appearance of the nuclear body , It has achieved the effect of reducing the duration of manual calls , To some extent, this shows that it is very necessary to put a large number of redundant manual operations on the voice part of the phone , Therefore, this part will continue , Pre loaded with more necessary self-service functions ;

• The workbench ：
  In the short and medium term, we will add some query information that the agent will use in his homework （ For example, the user's personal information , Disclosure of order information and consignment information ）, This part is mainly about the changes of the front page ; 

• Configuration of rule class ：
  The current hotline is still based on the fact that as long as it is idle, it will be assigned a phone , This part of preparation is consistent with online , I will make some queuing rules , Allocation rule configuration page , Let the hotline customer service also be able to reasonably arrange resources , Improve efficiency , Cost reduction .

On the whole , The emergence of the get things hotline , Make the ecosystem of dewu customer service domain more complete , It also gives users an additional channel of communication , Future hotlines will also focus on optimizing business logic , The goal is to improve the efficiency of customer service in solving problems , Enhance the two-way experience between users and customer service ~

* writing /Lily

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