| 摘要 |
The present invention relates to a teleconsulting system and method specialized in a customer dedicated tool and a consulting dedicated tool, According to the present invention, a terminal, with communication abilities in IP-based wired/wireless internet or mobile communications data packet network environment, includes specialized applications for carrying out non-facing transaction services such as shopping, reservation, ordering, smart banking, or customer dedicated tool and consulting dedicated tool in a web browser form. When consulting service between a customer and customer centre is required due to a particular service product-related questions or customer consultation requests and inquiries about transaction procedures and history, support for transaction errors and ways to deal with failures, which may arise during certain non-facing transaction services, the present invention reduces consulting fees, strengthens information security, quickly and accurately responds to customers, reduce consulting time, provide work efficiency and increase customer satisfaction. According to the present invention, the teleconsulting system and method comprise: a telephone communication system which has a telephone communication client and a call server built in or linked to the customer dedicated tool or the consultant dedicated tool, so that while providing a telephone consulting service between customers and consultants through the IP-based internet or the data packet network of mobile networks, cost reduction, consulting convenience, consulting time reduction, information leakage security enhancement can be provided; a consultation management system which has a consultation managing client and a consultation managing server built in or linked to the customer dedicated tool or the consultant dedicated tool, so that during telephone consulting between a customer and a consultant through a telephone communication system, status management information generated by the customer dedicated tool is shared with consultants in real time, and consulting time reduction, quick and accurate consultation, increase in work efficiency and customer satisfaction can be provided. |
