CN105868994A - Fault feedback method and device, and mobile equipment - Google Patents
Fault feedback method and device, and mobile equipment Download PDFInfo
- Publication number
- CN105868994A CN105868994A CN201510784590.6A CN201510784590A CN105868994A CN 105868994 A CN105868994 A CN 105868994A CN 201510784590 A CN201510784590 A CN 201510784590A CN 105868994 A CN105868994 A CN 105868994A
- Authority
- CN
- China
- Prior art keywords
- video
- audio
- user
- mobile device
- recording
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
Landscapes
- Business, Economics & Management (AREA)
- Accounting & Taxation (AREA)
- Development Economics (AREA)
- Economics (AREA)
- Finance (AREA)
- Marketing (AREA)
- Strategic Management (AREA)
- Physics & Mathematics (AREA)
- General Business, Economics & Management (AREA)
- General Physics & Mathematics (AREA)
- Engineering & Computer Science (AREA)
- Theoretical Computer Science (AREA)
- Telephone Function (AREA)
- Two-Way Televisions, Distribution Of Moving Picture Or The Like (AREA)
Abstract
The invention relates to a fault feedback method and device, and mobile equipment. The fault feedback method comprises the following steps: under a situation that the mobile equipment fails, receiving a video and audio recording startup instruction input by a user; carrying out video and audio recording on the screen of the mobile equipment, and combining video and audio recording results into a video and audio file; storing the video and audio file; and according to a submission instruction input by the user, sending the video and audio file to the customer service center of the mobile equipment. The fault feedback method can provide convenient fault feedback service for users and improve user experience.
Description
Technical field
The present invention relates to the communications field, particularly relate to a kind of fault feedback method and device, mobile device.
Background technology
Mobile device consumption market is one of the most popular market.As a example by mobile phone, the whole world has greatly
The user of about tens.Corresponding, the brand of mobile device is numerous.Each mobile device manufacturer
In order to contend for markets, all in the user satisfaction improving constantly self brand mobile device.
After-sale service after mobile device breaks down is one of aspect testing user satisfaction.Mesh
Before, there are two kinds of fault feedback systems.One is, mobile device is taken this brand of locality and moved by user
Dynamic equipment client service center, when illustrating towards contact staff or showing failure problems.Another kind is, user
Dial the service calls of this brand mobile device, illustrate that the fault that mobile device occurs is asked to contact staff
Topic.
The advantage of former fault feedback system is that user can link up well with contact staff, makes visitor
The personnel of clothes are well understood to the failure problems that mobile device occurs.But, this mode needs user
In person arrive client service center, the time and efforts of waste user.The advantage of latter fault feedback system is
User need not in person go to client service center, will not waste the time that user is too many, but user needs
Describing failure problems to contact staff, lengthy speech of sometimes having to goes to describe, and also may not necessarily say
Clear, and some failure problems is difficult to describe in words clear.
Visible, the mobile device after-sale service after problem of breaking down is improve customer satisfaction thin
One of weak link.There is presently no the scheme of the after-sale service that can be effectively improved fault feedback.
Summary of the invention
It is an object of the invention to provide a kind of fault feedback method and device, mobile device, it is possible to for
User provides fault back services more easily, promotes Consumer's Experience.
For achieving the above object, the present invention proposes a kind of fault feedback method, including:
In the case of mobile device breaks down, receive the startup video and audio recording instruction of user's input；
The screen of this mobile device is recorded a video and recorded, and the result of described video recording and recording is closed
Become audio-video document；
Preserve described audio-video document；
Described audio-video document is sent to the visitor of this mobile device by the instruction of submitting to according to user's input
Take center.
Further, said method also can have the characteristics that, the described submission according to user's input refers to
Described audio-video document is sent to the client service center of this mobile device and includes by order:
Receive the description information to described audio-video document of user's input；
According to user input submission instruction, by described audio-video document and described to described audio frequency and video literary composition
The description information of part is sent along to the Call center of this mobile device.
Further, said method also can have the characteristics that, also includes:
After the stopping video and audio recording instruction receiving user's input, stop described video recording and recording.
Further, said method also can have the characteristics that, also includes:
Play-back command according to user's input plays described audio-video document.
The fault feedback method of the embodiment of the present invention, it is possible to provide the user fault feedback more easily
Service, improves Consumer's Experience.
For achieving the above object, the invention allows for a kind of fault feedback device, including:
Receiver module, in the case of mobile device breaks down, receives the startup of user's input
Video and audio recording instructs；
Video and audio recording module, for receiving the instruction of described startup video and audio recording at described receiver module
After, the screen of this mobile device is recorded a video and recorded, and the result of described video recording and recording is closed
Become audio-video document；
Preserve module, for preserving the audio-video document of described video and audio recording module synthesis；
Sending module, regards the sound that described preservation module preserves for the instruction of submitting to according to user's input
Frequency file is sent to the client service center of this mobile device.
Further, said apparatus also can have the characteristics that, described sending module includes:
Receive unit, for receiving the description information to described audio-video document of user's input；
Transmitting element, for the submission instruction according to user's input, by described audio-video document and described
Receive information that described audio-video document is described that unit receives sent along to this mobile device
Call center.
Further, said apparatus also can have the characteristics that, also includes:
Stopping modular, for, after the stopping video and audio recording instruction receiving user's input, stopping described
Video recording and recording.
Further, said apparatus also can have the characteristics that, also includes:
Playback module, for playing, according to the play-back command of user's input, the sound that described preservation module preserves
Video file.
The fault feedback device of the embodiment of the present invention, it is possible to provide the user fault feedback more easily
Service, improves Consumer's Experience.
For achieving the above object, the invention allows for a kind of mobile device, including aforementioned any one institute
The fault feedback device stated.
Further, above-mentioned mobile device also can have the characteristics that, described mobile device is mobile phone.
The mobile device of the embodiment of the present invention, it is possible to provide the user fault feedback clothes more easily
Business, improves Consumer's Experience.
Accompanying drawing explanation
Fig. 1 is the flow chart of fault feedback method in the embodiment of the present invention one.
Fig. 2 is the structured flowchart of fault feedback device in the embodiment of the present invention two.
Fig. 3 is the structured flowchart of mobile device in the embodiment of the present invention three.
Detailed description of the invention
Being described principle and the feature of the present invention below in conjunction with accompanying drawing, illustrated embodiment is served only for solving
Release the present invention, be not intended to limit the scope of the present invention.For those of ordinary skill in the art,
On the premise of not paying creative work, all embodiments obtained according to present invention spirit, all
Belong to protection scope of the present invention.
Fig. 1 is the flow chart of fault feedback method in the embodiment of the present invention one.As it is shown in figure 1, this reality
Executing in example, fault feedback method may include steps of:
Step S101, in the case of mobile device breaks down, receives the startup recording of user's input
Video recording instruction；
In a particular application, one video and audio recording function button can be set in mobile device, work as user
When pressing this button, mean that user have input startup video and audio recording instruction.
Not only can open the screen to mobile device after mobile device starts to record a video and record
Function, record even if the screen to mobile device can also be opened in mobile device start-up course
Picture and the function of recording.The fault thus can mobile device being likely to occur all passes through video and audio recording
Mode record, contribute to that contact staff after sale has a clear understanding of that mobile device occurred asks
Topic.
Step S102, records a video to the screen of this mobile device and records, and by video recording and recording
Result synthesizes audio-video document；
Wherein, mobile device can be mobile phone.
By the screen of mobile device is recorded a video and recorded, can clearly record mobile device and go out
Reflection during existing fault.This not only avoids user and describes the fiber crops of failure problems to contact staff after sale
Tired, additionally it is possible to the clearly failure problems that will be difficult to describe in words allows contact staff understand thoroughly, helps
Failure problems place is found quickly, in order to solve these faults early in contact staff.
Step S103, preserves this audio-video document；
When record mobile device breaks down, the audio-video document of the screen situation of mobile device can be protected
Exist mobile device locally stored in.
Step S104, is sent to this audio-video document this according to the submission instruction of user's input and moves and set
Standby client service center.
In a particular application, one can be arranged in mobile device and submit button to, when user presses this
When submitting button to, mean that user submits instruction to.
In a particular application, by wireless transport module, this audio-video document can be sent in customer service
The heart.In the case of having wireless signal (such as WIFI signal), after user inputs submission instruction,
This audio-video document is just sent to the client service center of this mobile device by mobile device.
In embodiments of the present invention, step S104 may include that and receives the regarding this sound of user's input
The description information of frequency file；Submission instruction according to user's input, by this audio-video document with to this sound
The description information of video file is sent along to the Call center of this mobile device.User input to this
The description information of audio-video document contributes to contact staff and is further appreciated by the failure problems of mobile device,
The demand of user can also be expressed to contact staff.
In embodiments of the present invention, fault feedback method can also include: is receiving user's input
After stopping video and audio recording instruction, stop the screen of this mobile device is recorded a video and recorded.Specifically
In application, in the case of video and audio recording function has been started up, user presses aforesaid video and audio recording again
During function button, mean that user have input stopping video and audio recording instruction.
In embodiments of the present invention, fault feedback method can also include: according to the playback of user's input
This audio-video document is play in instruction.This step can make the audio-video document that user is played back by viewing,
Analyze the failure problems place of mobile device.
The fault feedback method of the embodiment of the present invention so that mobile device can be passed through when breaking down
Video and audio recording mode records the situation of self screen, clearly records the failure problems of mobile device, and will
The audio-video document of video and audio recording is wirelessly sent to contact staff after sale, it is to avoid user
Describe trouble and the deficiency of failure problems to contact staff, save the time of user, provide the user
Fault back services more easily, improves Consumer's Experience.Further, the event of the embodiment of the present invention
Barrier feedback method, experiences by being supplied to the after-sale service of user's more high-quality, it is possible to use family produces strong
Strong quality of brand name acceptance.
Fig. 2 is the structured flowchart of fault feedback device in the embodiment of the present invention two.Embodiment illustrated in fig. 2
In fault feedback device may be used for performing the fault feedback method in present invention.
As in figure 2 it is shown, in the present embodiment, fault feedback device 200 includes receiver module 210, record
Sound picture recording module 220, preservation module 230 and sending module 240.Wherein, receiver module 210 is used
In the startup video and audio recording instruction receiving user's input.Video and audio recording module 220 is at receiver module
After 210 receive startup video and audio recording instruction, the screen of this mobile device is recorded a video and is recorded,
And the result of video recording and recording is synthesized audio-video document.Preserve module 230 to be used for preserving recording record
Audio-video document as module 220 synthesis.Sending module 240 is for referring to according to the submission of user's input
Make the client service center that the audio-video document that preservation module 230 preserves is sent to this mobile device.
In embodiments of the present invention, sending module 240 can include receiving unit and transmitting element.Connect
Receive unit for receiving the description information to this audio-video document of user's input.Transmitting element is used for root
The submission instruction inputted according to user, this audio-video document and reception unit are received is civilian to these audio frequency and video
The description information of part is sent along to the Call center of this mobile device.
In embodiments of the present invention, fault feedback device can also include stopping modular.Stopping modular is used
In after the stopping video and audio recording instruction receiving user's input, stop the screen of mobile device is carried out
Video recording and recording.
In embodiments of the present invention, fault feedback device can also include playback module.Playback module is used
Play in the play-back command inputted according to user and preserve the audio-video document that module 230 preserves.
Wherein, mobile device can be mobile phone.
The fault feedback device of the embodiment of the present invention so that mobile device can be passed through when breaking down
Video and audio recording mode records the situation of self screen, clearly records the failure problems of mobile device, and will
The audio-video document of video and audio recording is wirelessly sent to contact staff after sale, it is to avoid user
Describe trouble and the deficiency of failure problems to contact staff, save the time of user, provide the user
Fault back services more easily, improves Consumer's Experience.Further, the event of the embodiment of the present invention
Barrier feedback device, experiences by being supplied to the after-sale service of user's more high-quality, it is possible to use family produces strong
Strong quality of brand name acceptance.
Fig. 3 is the structured flowchart of mobile device in the embodiment of the present invention three.As it is shown on figure 3, this enforcement
In example, mobile device 300 includes fault feedback device 200.Wherein, fault feedback device 200 can
To be any one fault feedback device in present invention.
Wherein, mobile device can be mobile phone.
The mobile device of the embodiment of the present invention so that mobile device can be when breaking down by recording
Video recording mode records the situation of self screen, clearly records the failure problems of mobile device, and will recording
The audio-video document of video recording is wirelessly sent to contact staff after sale, it is to avoid user is to visitor
The personnel of clothes describe trouble and the deficiency of failure problems, save the time of user, have provided the user more
Add fault back services easily, improve Consumer's Experience.Further, the movement of the embodiment of the present invention sets
Standby, experience by being supplied to the after-sale service of user's more high-quality, it is possible to use family produces strong brand
Quality acceptance.
The foregoing is only presently preferred embodiments of the present invention, not in order to limit the present invention, all at this
Within bright spirit and principle, any modification, equivalent substitution and improvement etc. made, should be included in
Within protection scope of the present invention.
Claims (10)
1. a fault feedback method, it is characterised in that including:
In the case of mobile device breaks down, receive the startup video and audio recording instruction of user's input；
The screen of this mobile device is recorded a video and recorded, and the result of described video recording and recording is closed
Become audio-video document；
Preserve described audio-video document；
Described audio-video document is sent to the visitor of this mobile device by the instruction of submitting to according to user's input
Take center.
Fault feedback method the most according to claim 1, it is characterised in that described according to
The client service center submitting to instruction that described audio-video document is sent to this mobile device of family input includes:
Receive the description information to described audio-video document of user's input；
According to user input submission instruction, by described audio-video document and described to described audio frequency and video literary composition
The description information of part is sent along to the Call center of this mobile device.
Fault feedback method the most according to claim 1, it is characterised in that also include:
After the stopping video and audio recording instruction receiving user's input, stop described video recording and recording.
Fault feedback method the most according to claim 1, it is characterised in that also include:
Play-back command according to user's input plays described audio-video document.
5. a fault feedback device, it is characterised in that including:
Receiver module, in the case of mobile device breaks down, receives the startup of user's input
Video and audio recording instructs；
Video and audio recording module, for receiving the instruction of described startup video and audio recording at described receiver module
After, the screen of this mobile device is recorded a video and recorded, and the result of described video recording and recording is closed
Become audio-video document；
Preserve module, for preserving the audio-video document of described video and audio recording module synthesis；
Sending module, regards the sound that described preservation module preserves for the instruction of submitting to according to user's input
Frequency file is sent to the client service center of this mobile device.
Fault feedback device the most according to claim 5, it is characterised in that described transmission mould
Block includes:
Receive unit, for receiving the description information to described audio-video document of user's input；
Transmitting element, for the submission instruction according to user's input, by described audio-video document and described
Receive information that described audio-video document is described that unit receives sent along to this mobile device
Call center.
Fault feedback device the most according to claim 5, it is characterised in that also include:
Stopping modular, for, after the stopping video and audio recording instruction receiving user's input, stopping described
Video recording and recording.
Fault feedback device the most according to claim 5, it is characterised in that also include:
Playback module, for playing, according to the play-back command of user's input, the sound that described preservation module preserves
Video file.
9. a mobile device, it is characterised in that include described in any one of claim 5 to 8
Fault feedback device.
Mobile device the most according to claim 9, it is characterised in that described mobile device is
Mobile phone.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510784590.6A CN105868994A (en) | 2015-11-13 | 2015-11-13 | Fault feedback method and device, and mobile equipment |
| PCT/CN2016/085276 WO2017080204A1 (en) | 2015-11-13 | 2016-06-08 | Fault feedback method and apparatus and mobile device |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510784590.6A CN105868994A (en) | 2015-11-13 | 2015-11-13 | Fault feedback method and device, and mobile equipment |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN105868994A true CN105868994A (en) | 2016-08-17 |
Family
ID=56623675
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201510784590.6A Pending CN105868994A (en) | 2015-11-13 | 2015-11-13 | Fault feedback method and device, and mobile equipment |
Country Status (2)
| Country | Link |
|---|---|
| CN (1) | CN105868994A (en) |
| WO (1) | WO2017080204A1 (en) |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106412574A (en) * | 2016-11-30 | 2017-02-15 | 北京数码视讯软件技术发展有限公司 | Defect recording method and device during set-top box operation |
| CN113808297A (en) * | 2020-06-15 | 2021-12-17 | 比亚迪股份有限公司 | Vehicle and fault recording method, device and storage medium thereof |
Families Citing this family (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107612735A (en) * | 2017-09-21 | 2018-01-19 | 北京天元创新科技有限公司 | A kind of broadband On-line Fault processing method, server and user terminal |
Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103036999A (en) * | 2012-12-20 | 2013-04-10 | 北京诺艾迪科技有限公司 | Interactive productive service system and application method thereof |
| US20130218783A1 (en) * | 2012-02-21 | 2013-08-22 | Digital Manufacturing, Inc. | Apparatus and method for real-time data capture and usage for fault repair |
| CN103678566A (en) * | 2013-12-09 | 2014-03-26 | 北京奇虎科技有限公司 | Method, server and system for providing mobile terminal fault problem solution |
| CN104200329A (en) * | 2014-09-11 | 2014-12-10 | 福州聚升汽车销售服务有限公司 | Vehicle maintenance process monitoring system and implementation method thereof |
| CN104866172A (en) * | 2015-03-27 | 2015-08-26 | 乐视致新电子科技（天津）有限公司 | Fault feedback method and fault feedback device |
-
2015
- 2015-11-13 CN CN201510784590.6A patent/CN105868994A/en active Pending
-
2016
- 2016-06-08 WO PCT/CN2016/085276 patent/WO2017080204A1/en active Application Filing
Patent Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20130218783A1 (en) * | 2012-02-21 | 2013-08-22 | Digital Manufacturing, Inc. | Apparatus and method for real-time data capture and usage for fault repair |
| CN103036999A (en) * | 2012-12-20 | 2013-04-10 | 北京诺艾迪科技有限公司 | Interactive productive service system and application method thereof |
| CN103678566A (en) * | 2013-12-09 | 2014-03-26 | 北京奇虎科技有限公司 | Method, server and system for providing mobile terminal fault problem solution |
| CN104200329A (en) * | 2014-09-11 | 2014-12-10 | 福州聚升汽车销售服务有限公司 | Vehicle maintenance process monitoring system and implementation method thereof |
| CN104866172A (en) * | 2015-03-27 | 2015-08-26 | 乐视致新电子科技（天津）有限公司 | Fault feedback method and fault feedback device |
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106412574A (en) * | 2016-11-30 | 2017-02-15 | 北京数码视讯软件技术发展有限公司 | Defect recording method and device during set-top box operation |
| CN106412574B (en) * | 2016-11-30 | 2018-11-20 | 北京数码视讯软件技术发展有限公司 | The recording method of the defects of set-top box operational process and device |
| CN113808297A (en) * | 2020-06-15 | 2021-12-17 | 比亚迪股份有限公司 | Vehicle and fault recording method, device and storage medium thereof |
Also Published As
| Publication number | Publication date |
|---|---|
| WO2017080204A1 (en) | 2017-05-18 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN101969467B (en) | The method that customer service is provided in mirroring device | |
| CN109922377B (en) | Play control method and device, storage medium and electronic device | |
| CN109120970A (en) | It is a kind of wirelessly to throw screen method, terminal device and storage medium | |
| US20150067726A1 (en) | Interaction of user devices and servers in an environment | |
| JP7023274B2 (en) | Caller queue methods and systems to manage incoming video callers | |
| CN107959864B (en) | Screen capture control method and device | |
| EP2411951A2 (en) | Platform or user sensitive advertising | |
| CN102547134A (en) | Method for processing live programs and device | |
| CN103686219A (en) | Method, device and system for recording and broadcasting video conference | |
| US8866867B2 (en) | Method and apparatus for video recording in video calls | |
| KR101328444B1 (en) | Two-way communications customers consultation system using mobile applications and method thereof | |
| CN106131615A (en) | Video broadcasting method and device | |
| US9832422B2 (en) | Selective recording of high quality media in a videoconference | |
| CN113852833A (en) | Multi-device collaborative live broadcast method and device and electronic device | |
| CN101554046A (en) | Video processing apparatus and method for managing operations based on telephony signals | |
| CN105868994A (en) | Fault feedback method and device, and mobile equipment | |
| CN110166805A (en) | Cloud handset audio transfer control method, system and storage medium | |
| CN108574877A (en) | Live broadcasting method, Zhu Boduan, viewer end, equipment, system and storage medium | |
| CN114268842A (en) | Live broadcast interaction method, device and system | |
| CN106375859A (en) | Media processing method and apparatus, and terminal | |
| CN102870426A (en) | AV output system outputting videos | |
| CN103731457B (en) | A kind of method for processing business and terminal | |
| TWI302801B (en) | Mobile communication device and system supporting personal media recorder functionality | |
| MX2011002654A (en) | Method and apparatus for recording and viewing of an audio/video program in response to a non-recording event during the program. | |
| US20090254947A1 (en) | Method for providing interactive menus upon request to terminals coupled to a communication network |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| WD01 | Invention patent application deemed withdrawn after publication |
Application publication date: 20160817 |
|
| WD01 | Invention patent application deemed withdrawn after publication |