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82 lines
1.9 KiB
Markdown
82 lines
1.9 KiB
Markdown
<!--
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* @Author: jackning 270580156@qq.com
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* @Date: 2024-09-11 10:22:00
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* @LastEditors: jackning 270580156@qq.com
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* @LastEditTime: 2024-12-20 22:23:07
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* @Description: bytedesk.com https://github.com/Bytedesk/bytedesk
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* Please be aware of the BSL license restrictions before installing Bytedesk IM –
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* selling, reselling, or hosting Bytedesk IM as a service is a breach of the terms and automatically terminates your rights under the license.
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* Business Source License 1.1: https://github.com/Bytedesk/bytedesk/blob/main/LICENSE
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* contact: 270580156@qq.com
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* 联系：270580156@qq.com
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* Copyright (c) 2024 by bytedesk.com, All Rights Reserved.
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-->
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# 客户之声，意见反馈
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- 参考[腾讯云-voc](https://cloud.tencent.com/voc/)实现第一版
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- 参考[腾讯兔小巢](https://support.qq.com/products/1368)
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## 功能设计
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## 1. 反馈收集渠道
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内部表单收集
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社交媒体评论抓取
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邮件反馈
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第三方平台评论同步
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小程序/APP内嵌反馈入口
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## 2. 反馈类型管理
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产品建议
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服务投诉
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功能需求
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技术支持
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其他
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## 3. 反馈处理流程
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```bash
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graph TD
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A[用户提交反馈] --> B{反馈类型}
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B --> |产品建议| C[产品经理评审]
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B --> |服务投诉| D[客服跟进]
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B --> |功能需求| E[技术团队评估]
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C --> F[分配处理人]
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D --> F
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E --> F
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F --> G[跟踪处理]
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G --> H[反馈回复]
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H --> I[结案]
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```
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## 4. 通知机制
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邮件通知
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站内信
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企业微信/钉钉机器人通知
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## 5. 高级特性
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敏感词过滤
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自动分类
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智能路由
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满意度跟踪
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## 6. 性能与安全考虑
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使用异步处理
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限流
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数据脱敏
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访问控制
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## 实施步骤
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- 先实现基础功能
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- 逐步引入AI/机器学习能力
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- 持续迭代优化
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## 总结
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该模块旨在构建一个全面、智能的客户反馈收集与处理系统，通过多渠道、智能分析，帮助企业更好地理解和响应客户需求。
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