WO2008138241A1 - A customer service server, method and system based on the instant messaging - Google Patents

Abstract

A customer service server based on the instant messaging is disclosed. The customer service server comprises: the first unit, for receiving the IM message sent by the user terminal, wherein the IM message comprises the customer service IM accounts; the second unit, for selecting one customer service terminal from the customer service terminals corresponding to the customer service IM accounts based on the customer service accounts included in the IM message which is received by the first unit; the third unit, for transforming the IM message from the first unit to the standard-type data and sending the standard-type data to the customer service terminal selected by the second unit. A method and system based on the instant messaging is also provided in the embodiment. By providing the customer service server, method and system based on the instant messaging by the embodiment, a customer service system which is unlimited by the local area network is provided.

Description

 Customer service server, method and system based on instant communication

Technical field

 The present invention relates to the field of customer service systems, and more particularly to a customer service server, method and system based on instant messaging. Background technique

 In order to provide better customer service, companies usually serve customers through a customer service system. At present, the more common customer service system is based on the traditional way of telephone or Call Center: the customer accesses the call center of the enterprise by dialing the phone, and the call center assigns an idle customer representative to answer the user's call. Answer it.

 In this traditional customer service system, companies need to have multiple fixed lines and apply for different extension numbers. The customer uses a communication device such as a fixed telephone to dial the customer service telephone switchboard of the enterprise, and the customer service personnel responsible for different extensions can provide customer service to the customer. Under this traditional customer service system, the service area of the customer service personnel is limited by the fixed equipment, and once they leave, they cannot work. At the same time, the customer service personnel can only passively wait for the customer to call in, and cannot actively initiate group announcements and other messages, completely lacking initiative. The traditional customer service mode can only provide voice services, can not achieve file transfer and multimedia services, and the same customer service staff can only serve one customer at the same time, service content and service efficiency have received great limitations.

 In order to reduce costs, some companies have adopted an online customer service system (such as Web 800), which downloads and installs the plug-ins provided by the enterprise through the webpage, and then communicates with the back-end system of the enterprise (such as the network call center) through the plug-in. Since this method accesses the enterprise back-end system through the Internet, the cost is much lower than that of the telephone-based customer service system, but since the customer needs to download and install a special plug-in, it is inconvenient to use.

With the development of the Internet, instant messaging (IM) has become more and more popular, and IM has become one of the main communication tools on the Internet. Since IM is usually peer-to-peer, that is, users are users, some companies adopt IM as a customer service tool, and users can pass different service providers. One or several ordinary IM accounts provided by the staff communicate with the customer service staff. In this case, an enterprise user has multiple IM accounts, and the user selects an IM account to communicate with the enterprise customer service, so the enterprise cannot perform reasonable task assignment to different customer service personnel. To this end, another customer service system is proposed in the prior art, so that multiple client terminals can share a customer service IM account, and each customer terminal uses a customer service identifier to distinguish between them. At this time, the enterprise needs to configure its own local area network, in the local area network. The server and the distribution server connected to the Internet jointly distribute the IM message from the client to the customer service terminal according to certain logic, but the quality of the customer service is limited by the performance of the LAN server. Summary of the invention

 Embodiments of the present invention provide a client service server, method and system based on instant messaging to provide a customer service system that is not limited by a local area network.

 The instant messaging based customer service server provided by the embodiment of the invention includes:

 a first unit, configured to receive an IM message sent by the user terminal, where the IM message includes a customer service IM account;

 a second unit, configured to select a customer service terminal from the at least one customer service terminal corresponding to the customer service IM account according to the customer service IM account included in the IM message received by the first unit;

 And a third unit, configured to convert the IM message from the first unit into standard type data, and send the standard type data to the customer service terminal selected by the second unit.

 The instant messaging based customer service method provided by the embodiment of the present invention includes:

 Receiving an IM message sent by the user terminal, where the IM message includes a customer service IM account; and according to the customer service IM account included in the received IM message, the user is from the at least one customer service terminal corresponding to the customer service IM account. The terminal selects a customer service terminal;

 The IM message is converted to standard type data and the standard type data is sent to the selected customer service terminal.

The instant messaging based customer service system provided by the embodiment of the present invention includes a user terminal, an IM server, Customer service server and customer service terminal, wherein

 The IM server is configured to forward an IM message sent by the user terminal to the customer service server;

 The customer service server is configured to receive an IM message sent by the user terminal from the IM server, where the IM message includes a customer service IM account; and according to the customer service IM account, at least corresponding to the customer service IM account Selecting a customer service terminal for the user terminal in a customer service terminal; and transmitting the IM message to the selected customer service terminal;

 The customer service terminal is configured to convert the received IM message into standard type data.

 By using the instant messaging-based customer service system provided by the embodiment of the present invention, since the IM message is converted into the standard type data in the customer service system, the IM message of the user terminal can be forwarded to the allocated guest month without the LAN of the enterprise end. Good terminal. Therefore, enterprises do not need to construct a local area network, and there is no investment in the architecture LAN and maintenance costs of the local area network, so that the quality of customer service is no longer affected by the capital or scale of the enterprise, that is, a large number of small and medium-sized enterprises provide customers with high-quality customer service. Also, since the customer service system no longer relies on the local area network, the customer service personnel of the enterprise are no longer limited by time and geography. In any time and place where the Internet can be accessed, the customer service server can be logged in to provide customer service for the IM user. DRAWINGS

 FIG. 1 is a schematic structural diagram of a customer service system based on instant communication in the prior art.

 FIG. 1 is a schematic structural diagram of a customer service system based on instant communication in an embodiment of the present invention.

 FIG. 3 is a schematic structural diagram of a server of a guest in the embodiment of the present invention.

 FIG. 4 is a flowchart of a customer service method based on instant communication in an embodiment of the present invention. detailed description

The embodiments of the present invention will be further described in detail below with reference to the accompanying drawings and embodiments. It is understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention. FIG. 1 is a schematic structural diagram of a customer service system based on instant communication in the prior art. As shown in FIG. 1, the IM-based customer service system in the prior art includes: a user terminal 11, a front-end server 12, a distribution server 13, a management terminal 14, and a customer service terminal 15. The user terminal 11 accesses the front-end server 12 of the IM service provider via the Internet. The front-end server 12 is any IM server accessed by the user, and can automatically identify the connection that is sent to the customer service IM account. The front-end server 12 forwards the connection request to the distribution server 13 based on the customer service IM account number. The distribution server 13 forwards the connection request sent by the user terminal 11 to the management terminal 14 where the customer service terminal 15 to which the customer service IM account is registered. The management terminal 14 is substantially a server in the intranet of the enterprise, and will be from the user terminal 11 according to certain logic. The request is distributed to the customer service terminal 15. The connection of the user terminal 11 with the customer service terminal 15 is then completed.

 However, the inventor of the present application found that when utilizing the above-mentioned enterprise customer service system, the enterprise needs to deploy the server of the customer service system in its own local area network, that is, the management terminal 14 in Fig. 1, the quality of the customer service is limited by the performance of the local area network server. Since the server deployment of the customer service system is relatively fixed, the venue of the user terminal is also limited and cannot be flexibly transferred, similar to the traditional telephone customer service system. And enterprises need to spend expensive costs to purchase servers, which form a certain threshold for many ordinary small and medium-sized enterprises. In addition, in addition to the need to configure the server, the enterprise also needs to develop software on the management terminal 14 and the customer service terminal 15 so that the management terminal 14 and the customer service terminal 15 support instant communication.

 In order to solve the above problem, the embodiment of the present invention provides a customer service solution, which sets a customer service server on the Internet side, and the customer service terminal uses the customer service IM account to log in to the customer service server, and accesses all the sessions initiated to the customer service IM account to the customer service through the customer service server. The terminal, thereby using the customer service terminal to provide customer service for the IM user terminal. This customer service system provides corporate customer service for all IM users. Services include: text, images, documents, SMS, email, audio and video.

FIG. 2 is a schematic structural diagram of a customer service system based on instant communication according to an embodiment of the present invention. As shown in FIG. 2, the customer service system includes a user terminal 21, an IM server 22, a customer service server 23, and a customer service terminal 25. The user terminal 21 accesses the IM server 22 via the Internet, and sends an IM message to the IM server 22, which carries the customer service IM account. The IM server 22 relays the IM message to the customer service server 23. The customer service server 23 receives the customer service corresponding to the customer service IM account. The terminal selects a customer service terminal 25 for the user terminal, and converts the accessed IM message into standard type data that the customer service terminal 25 can recognize, so as to be presented to the enterprise customer service personnel. The customer service server 23 also converts the standard type data input by the customer service terminal 25 into an IM message, and returns it to the user terminal 21. In the embodiment of the present invention, the customer service server 23 can convert the accessed IM message into data that can be directly operated on the web browser, and can also convert the data input by the customer service terminal 25 that can be directly operated on the web browser into The IM message is forwarded to the user terminal 21 via the IM server 22. For the enterprise customer service personnel, only the customer service terminal 25 needs to access the customer service server 23, and the customer service can be provided for the user. The customer service terminal 25 can be any terminal in the Internet (including a computer, a mobile terminal, etc.), and the customer service terminal only needs to be able to identify the standard data type. For example, in the embodiment of the present invention, the customer service terminal 25 only needs to have a web browser. To identify data that can be manipulated directly on a web browser, and a web browser is a common piece of software that some terminal terminals may have.

 In practical applications, the data input by the customer service personnel to the customer service terminal 25 may not be standard type data, and the customer service terminal 25 also needs to convert the data input by the customer service personnel into standard type data, and send the standard type data to the customer service server 23. For example, the customer service terminal 25 can convert the data input by the customer service personnel into data that can be directly operated on the web browser, and send it to the customer service server 23.

 FIG. 3 is a schematic structural diagram of a server in an embodiment of the present invention. As shown in FIG. 3, the guest server 23 includes an authentication unit 231, a recording unit 232, a communication unit 233, an allocation unit 234, and a transceiver unit 235.

 The authentication unit 231 authenticates the accessed customer service terminal according to the customer service IM account number and the customer service ID. The customer service personnel can log in to the customer service server 23 through any terminal that accesses the Internet, and provide the customer service IM account and the customer service identifier of the enterprise when logging in. After the authentication unit 231 authenticates the customer service IM account and the customer service identifier, the customer service personnel use the The terminal is the customer service terminal. The customer service IM account is similar to the ordinary IM account, and uses a unique account to distinguish different enterprise customer service, but a customer service IM account can also set at least one customer service identifier to distinguish different customer service personnel under the same enterprise customer service, or say It is to distinguish different customer service terminals, wherein the customer service identifier is the set internal enterprise label.

The recording unit 232 records the respective customer service terminals authenticated by the authentication unit 231 and their states. Customer service The terminal state may include busy and idle. If a certain customer service terminal is in a busy state, the customer service terminal state further includes a user terminal identifier (which may be multiple) served by the customer service terminal. Here, the user terminal identifier may be a user IM account that is logged in to the user terminal. When the user is an anonymous user, that is, when the user does not have an IM account, the user terminal identifier may be a physical address of the user terminal or the like.

 The transceiver unit 235 receives the IM message sent by the user terminal to the customer service IM account through the IM server. The transceiver unit 235 transmits a message for transmitting the customer service terminal to the user terminal through the IM server to the user terminal.

 The allocating unit 234 allocates a customer service terminal from the customer service terminal corresponding to the customer service IM account to the user terminal that sends the IM message according to the customer service IM account included in the IM message. When there are more user terminals transmitting IM messages, the allocating unit 234 can assign a plurality of user terminals to the same customer service terminal.

 Before allocating the customer service terminal to the user terminal, the allocating unit 234 may first determine whether the user terminal identifier for transmitting the IM message exists in the guest terminal status record of the recording unit 232. When the user terminal identifier for transmitting the IM message does not exist in the customer service terminal status record of the recording unit 232, the allocating unit 232 selects a customer service terminal from the customer service terminals corresponding to the customer service IM account, and updates the guest in the recording unit 232. A good terminal status record is added to the user terminal identifier of the client terminal.

 Here, the allocation unit 234 may include three sub-units, which are a judgment sub-unit, an allocation sub-unit, and an update sub-unit. The determining sub-unit determines whether the user terminal identifier for transmitting the IM message already exists in the status of the customer service terminal recorded by the recording unit 232. When the result of the determination is that the user terminal identifier is not present in the terminal state recorded by the recording unit 232, the assignor The unit is a user terminal selects a customer service terminal from the customer service terminals corresponding to the customer IM account, and after the distribution subunit selects the customer service terminal for the user terminal, the update subunit notification recording unit 232 updates the status of the customer service terminal.

In order to better provide services for the user terminal, the recording unit 232 may further record the priority of the customer service terminal in the state of the customer service terminal. The priority of the customer service terminal can be distinguished according to the current communication type of the customer service terminal. For example, the customer service terminal serving the user terminal in video or voice mode has the highest priority. The customer service terminal that provides the service to the user terminal in text mode has the lowest priority; of course, the priority can also be set according to the number of service user terminals provided, for example, the more the number of services, the higher the priority; Priority. At this time, the allocating unit 234 can select the customer service terminal according to the priority of the customer service terminal, such as preferentially selecting the customer service terminal with lower priority.

 The communication unit 233 receives the IM message from the user terminal from the transceiver unit 235, converts the IM message into standard type data that the customer service terminal can recognize, according to the status of the customer service terminal recorded in the recording unit 232, and transmits the converted standard type data. The distribution unit 234 assigns a customer service terminal to the user terminal. The communication unit 233 also converts the standard type data from the customer service terminal into an IM message and transmits it to the transceiver unit 235. In an actual application, the communication unit 233 can convert the IM message received by the transceiver unit 235 into a data packet parsable by the web browser, and convert the parsable data packet from the web browser of the customer service terminal into an IM message, the data packet. At least the user terminal identifier and the customer service terminal identifier are included. The customer service terminal identifier may be a customer service IM account and a customer identification registered at the customer service terminal.

 Here, the communication unit 233 may also include two sub-units, respectively an IM message/standard type data conversion unit, for converting the IM message into standard type data, and transmitting the standard type data to the customer service terminal selected by the distribution unit 234; The data/IM message conversion unit is configured to convert the standard type data from the customer service terminal into an IM message, and send the converted IM message to the transceiver unit 235.

 The above-mentioned customer service server 23 may further include a storage unit for storing the IM message received by the transceiver unit 235 when there is no customer service terminal in the customer service server 23; when the customer service terminal logs in to the customer service server 23 and passes the authentication, the service unit allocates Unit 234 assigns the IM message in the storage unit to the customer service terminal.

In the above-mentioned customer service server 23, a status update unit may be further included, after the customer service terminal completes the customer service of the user, the status record of the customer service terminal in the record unit 232 is updated, that is, the customer status record is deleted. Corresponding user terminal identifier, and changing the status of the customer service terminal to idle when the user terminal identifier is not included in the guest terminal status record. In the embodiment of the present invention, the customer service server 23 may not include the distribution unit 234. At this time, the transceiver unit 235 forwards the received IM message directly to the customer service terminal registered by the customer service IM account through the communication unit 233. Generally, at this time, At most one customer service terminal in the system can correspond to the customer service IM account.

 The various units included in the customer service server 23 can also be distributed among a plurality of different physical devices, and the functions of the embodiments of the present invention can also be implemented.

 FIG. 4 is a flowchart of a customer service method based on instant communication in an embodiment of the present invention. As shown in Figure 4, the following steps are included:

 Step S41: Perform authentication on the customer service terminal according to the customer service IM account and the customer service identifier, and record the authenticated customer service terminal and its status, wherein the customer service terminal status includes busy and idle, and if a customer service terminal is in a busy state, the customer service terminal status is still The user terminal identifier served by the customer service terminal is included. The customer service personnel of the enterprise can log in to the customer service server through any terminal that accesses the Internet, and provide the customer service IM account and customer service identifier of the enterprise when logging in. After the customer service server authenticates it, the terminal used by the customer service personnel is the customer service terminal.

 Step S42: Receive an IM message sent by the user terminal to the customer service IM account through the IM server. Step S43: It is determined whether the user terminal already exists in the customer service terminal status record, and when the user terminal does not exist in the customer service terminal status record, step S44 is performed, and when the user terminal exists in the customer service terminal status record, step S45 is performed.

 In this step, if there is no customer service terminal in the record, the IM message received in step S42 is stored, and when the customer service terminal is present, the stored IM message is allocated to the corresponding customer service terminal.

 Step S44: Select a customer service terminal for the user terminal that sends the IM message from the customer service terminal corresponding to the customer service IM account, and update the status of the customer service terminal, record the user terminal identifier in the state of the selected customer service terminal, and then execute Step S45. In this step, if the selected customer service terminal status is idle before, the selected customer service terminal status needs to be modified to be busy.

In order to better provide services for the user terminal, in the above method, when the status of the customer service terminal is updated in step S44, the priority of the customer service terminal may be further updated. At this time, in step S44, according to the customer service terminal The priority is to select the customer service terminal, such as preferentially selecting the lower priority customer service terminal. Here, the highest priority can be set for the customer service terminal that serves the user terminal in video or voice mode, and the lowest priority is set for the customer service terminal that provides the service to the user terminal in text mode.

 Step S45: According to the record of the status of the customer service terminal, the customer service terminal that is known to serve the user terminal sends the IM message from the user terminal to the corresponding customer service terminal; receives the message from the customer service terminal, and sends it to the corresponding user terminal through the IM server. .

 In this step, the method further includes: converting the IM message from the user terminal into standard type data that the terminal can recognize; and converting the standard type data input by the customer service terminal into an IM message. For example, the IM message from the user terminal is converted into a data packet parsable by the web browser, and the data packet parsable by the web browser is converted into an IM message. At this time, the customer service terminal uses a web browser to display a standard type of data packet, and uses a web browser to send the reply data.

 After completing the customer service to the user, the customer service terminal sends a request through the web browser to update the status of the customer service terminal, where the request includes the user terminal identifier of the service that has ended, that is, the user terminal identifier included in the request is deleted from the status of the customer service terminal, and When the user terminal status record does not include any user terminal identifier, the status of the customer service terminal is changed to idle.

 In another embodiment of the present invention, the step S43 may not be included, and after receiving the IM message from the IM server, the IM message is directly sent to the guest terminal.

 In another embodiment of the present invention, the guest server may not have the conversion of the IM message to the standard type data and the conversion of the standard type data to the IM message, but directly forward the IM message to the selected customer service terminal. The conversion of IM messages and standard type data is completed by the customer service terminal. At this time, in addition to the standard type data, the customer service terminal can also have the conversion function of IM message and standard type data. At this time, the service provider can provide the software package for realizing this function, and the enterprise customer service terminal only needs to download and install. can.

Since the embodiment of the present invention is based on instant communication, each customer service terminal can accept the consultation of an unlimited number of IM users, and has powerful data analysis functions to ensure that the communication between the enterprise and the customer is more frequent and close, and the customer information is truly realized. Effective management. The above is only a preferred embodiment of the present invention, but the scope of the present invention is not limited thereto, and any person skilled in the art can easily think of changes or within the technical scope disclosed by the present invention. Alternatives are intended to be covered by the scope of the present invention. Therefore, the scope of protection of the present invention should be determined by the scope of the claims.

Claims

Claim  1. A customer service server based on instant messaging IM, characterized in that it comprises:  a first unit, configured to receive an IM message sent by the user terminal, where the IM message includes a customer service IM account;  a second unit, configured to select a customer service terminal from the at least one customer service terminal corresponding to the customer service IM account according to the customer service IM account included in the IM message received by the first unit;  And a third unit, configured to convert the IM message from the first unit into standard type data, and send the standard type data to the customer service terminal selected by the second unit.  The customer service server according to claim 1, wherein the second unit comprises a first subunit, configured to select a customer service for the user terminal from at least one customer service terminal corresponding to the customer service IM account. terminal.  The customer service server according to claim 2, wherein the second unit further comprises:  a second sub-unit, configured to determine whether the user terminal identifier exists in a status record of the at least one customer service terminal corresponding to the customer service IM account; and the determination result is in a status record of the at least one customer service terminal corresponding to the customer service IM account When the user terminal identifier does not exist, the first subunit is notified to select a customer service terminal for the user terminal from at least one customer service terminal corresponding to the customer service IM account;  The third subunit is configured to: after the first subunit selects the customer service terminal for the user terminal, update the status of the customer service terminal, and add the user terminal identifier to the status record of the customer service terminal.  The customer service server according to claim 3, further comprising: a fourth unit, configured to record a status of the at least one customer service terminal corresponding to the customer service IM account, the customer service terminal status including the customer service terminal User terminal identifier served. The customer service server according to claim 4, further comprising: a fifth unit, configured to: after the customer service terminal completes the customer service to the user terminal, mark the user terminal The identification is deleted from the status record of the customer service terminal.  The customer service server according to claim 1, wherein the third unit comprises a fourth subunit for converting an IM message from the first unit into standard type data, and the standard type data is Sending to the customer service terminal selected by the second unit;  The third unit further includes a fifth subunit, configured to receive standard type data from the customer service terminal, convert the standard type data into an IM message, and send the converted IM message to the first unit ;  The first unit is further configured to receive an IM message from the third unit and forward the IM message to the user terminal.  The customer service server according to claim 1, further comprising: a sixth unit, configured to store an IM message received by the first unit when the customer service terminal corresponding to the customer service IM account is not used;  And the second unit is further configured to allocate, when the at least one customer service terminal corresponding to the customer service IM account exists, the IM message stored in the sixth unit to the at least one customer service terminal corresponding to the customer service IM account.  The customer service server according to claim 1, further comprising: a seventh unit, configured to authenticate the logged-in terminal according to the customer service IM account number and the customer service identifier, and when the authentication is passed, the terminal is a client terminal. .  9. A customer service method based on instant messaging IM, characterized in that it comprises:  Receiving an IM message sent by the user terminal, where the IM message includes a customer service IM account; and according to the customer service IM account included in the received IM message, the user is from the at least one customer service terminal corresponding to the customer service IM account. The terminal selects a customer service terminal;  The IM message is converted to standard type data and the standard type data is sent to the selected customer service terminal. 10. The customer service method according to claim 9, further comprising: receiving standard type data from the customer service terminal, converting the standard type data into an IM The message is sent to the user terminal.  The customer service method according to claim 9, further comprising: recording a status of the at least one customer service terminal corresponding to the customer service account, wherein the customer service terminal status comprises a user terminal served by the customer service terminal Logo.  The customer service method according to claim 11, wherein the selecting at least one client terminal from the at least one customer service terminal corresponding to the customer service account includes:  Determining whether the user terminal identifier exists in the status record of the at least one customer service terminal corresponding to the customer service account;  When the result of the judgment is that the user terminal identifier does not exist in the at least one customer terminal status record corresponding to the customer account, the at least one customer terminal corresponding to the customer service account selects a customer service for the user terminal. Terminal, and updating the status of the customer service terminal, adding the user terminal identifier to the state of the customer service terminal.  The customer service method according to claim 9 or 10, further comprising: recording a status of the at least one customer service terminal corresponding to the customer service account, wherein the customer service terminal status includes a priority of the customer service terminal ;  And selecting, by the at least one customer service terminal corresponding to the customer service account, a customer service terminal for the user terminal, including:  And selecting, according to the priority of the at least one customer service terminal corresponding to the customer service account, a customer service terminal for the user terminal from at least one customer service terminal corresponding to the customer service account.  14. The customer service method according to claim 13, wherein the priority of the customer service terminal is set according to a current communication type of the customer service terminal.  The customer service method according to claim 11, further comprising: after the customer service terminal completes the customer service of the user terminal, deleting the user terminal identifier from the status record of the customer service terminal. The customer service method according to claim 11, wherein the sending the standard type data to the selected customer service terminal comprises: And searching for the customer service terminal corresponding to the user terminal according to the status record of the at least one customer service terminal corresponding to the customer service IM account, and sending the standard type data to the corresponding customer service terminal.  The customer service method according to claim 11, further comprising: storing the IM message sent by the user terminal when there is no customer service terminal corresponding to the customer service IM account;  When there is at least one customer service terminal corresponding to the customer service IM account, the stored IM message is allocated to at least one customer service terminal corresponding to the customer service IM account.  The customer service method according to claim 9, further comprising: receiving a customer service IM account and a customer service identifier submitted by the terminal, and authenticating the customer service IM account and the customer service identifier, when the authentication is passed, the terminal For the client terminal.  The customer service method according to claim 9, wherein the standard type data is data parsable by a web browser.  20. An instant messaging IM-based customer service system, comprising: a user terminal, an IM server, a customer service server, and a customer service terminal, wherein  The IM server is configured to forward the IM message sent by the user terminal to the customer service server, where the IM message includes a customer service IM account;  The customer service server is configured to receive an IM message from the IM server, and select a customer service for the user terminal from at least one customer service terminal corresponding to the customer service IM account according to the customer service IM account included in the IM message. And transmitting the IM message to the selected customer service terminal;  The customer service terminal is configured to convert the received IM message into standard type data.  The customer service system according to claim 20, wherein the customer service terminal is further configured to convert the input standard type data into an IM message, and return the converted IM message to the customer service server and the IM server. To the user terminal.  The customer service system according to claim 20 or 21, wherein the standard type data is a data packet parsable by a web browser.