本篇文章将详细阐述需要客服综合组0.2.91版本的各个方面,以及如何使用它来提升客服服务质量。
一、安装部署
1、安装环境要求:
<ul>
<li>PHP>=5.6</li>
<li>MySQL>=5.5</li>
<li>Redis>=2.2.0</li>
<li>Apache>=2.4</li>
</ul>
2、安装步骤:
<ol>
<li>下载需要客服综合组0.2.91版本的安装包;</li>
<li>解压到Apache运行目录下;</li>
<li>创建新的MySQL数据库,并导入MySQL安装包中的SQL语句;</li>
<li>修改config.php配置文件,设置MySQL等参数;</li>
<li>在命令行中启动Redis服务并配置config.php中的Redis参数;</li>
<li>启动Apache,并访问http://yourdomain/setup.php进行必要的设置;</li>
<li>访问http://yourdomain/backend登录管理后台,开始使用本系统。</li>
</ol>
二、客户管理
1、添加客户:
public function addCustomer($name, $email, $phone) {
$customer = new Customer();
$customer->name = $name;
$customer->email = $email;
$customer->phone = $phone;
$customer->save();
}
2、获取客户列表:
public function getCustomerList() {
$customerList = Customer::all();
return $customerList;
}
3、搜索客户:
public function searchCustomer($keyword) {
$customerList = Customer::where('name', 'like', '%'.$keyword.'%')
->orWhere('email', 'like', '%'.$keyword.'%')
->orWhere('phone', 'like', '%'.$keyword.'%')
->get();
return $customerList;
}
三、工单管理
1、创建工单:
public function createTicket($customerId, $title, $content) {
$ticket = new Ticket();
$ticket->customer_id = $customerId;
$ticket->title = $title;
$ticket->content = $content;
$ticket->save();
}
2、分配工单给客服:
public function assignTicket($ticketId, $staffId) {
$ticket = Ticket::find($ticketId);
$ticket->staff_id = $staffId;
$ticket->status = 'processing';
$ticket->save();
}
3、关闭工单:
public function closeTicket($ticketId, $feedback) {
$ticket = Ticket::find($ticketId);
$ticket->status = 'closed';
$ticket->feedback = $feedback;
$ticket->save();
}
四、聊天室管理
1、创建聊天室:
public function createChatroom($ticketId, $customerId, $staffId) {
$chatroom = new Chatroom();
$chatroom->ticket_id = $ticketId;
$chatroom->customer_id = $customerId;
$chatroom->staff_id = $staffId;
$chatroom->save();
}
2、保存聊天消息:
public function saveChatMessage($chatroomId, $sender, $content) {
$message = new ChatMessage();
$message->chatroom_id = $chatroomId;
$message->sender = $sender;
$message->content = $content;
$message->save();
}
3、获取聊天记录:
public function getChatLog($chatroomId) {
$chatLog = ChatMessage::where('chatroom_id', $chatroomId)->get();
return $chatLog;
}
五、统计分析
1、获取所有客户数量:
public function getCustomerCount() {
$count = Customer::count();
return $count;
}
2、获取所有已处理工单数量:
public function getProcessedTicketCount() {
$count = Ticket::where('status', 'closed')->count();
return $count;
}
3、获取各客服处理工单数量:
public function getStaffTicketCount() {
$staffTicketCount = Ticket::select(DB::raw('staff_id, count(*) as count'))
->where('status', 'closed')
->groupBy('staff_id')
->get();
return $staffTicketCount;
}
以上就是需要客服综合组0.2.91版本的详细介绍,欢迎使用。