Method, apparatus and system for customer service information forwarding

A customer service information forwarding apparatus, includes:

• a memory;
• and
• a processor coupled to the memory, wherein the processor is configured to:
• receive a customer service information sent by a client end terminal through a first communication platform to a first target account, wherein the first communication platform provides access to the first target account for a plurality of mobile terminals;
• when the client end terminal sends the customer service information via the first communication platform to the first target account, forward the customer service information to a second target account on a second communication platform;
• obtain a login status of the second target account bound in advance to the first target account on the second communication platform based on the first target account of the customer service information, wherein the second communication platform provides access to the second target account for at least one personal computer (PC);
• when the second target account is logged into the second communication platform by a corresponding PC of the at least one PC, send the customer service information to the corresponding PC;
• obtain a pre-established forwarding account bound to the second target account and set a state of the customer service information as not-forwarded when the second target account does not log in the second communication platform;
• and
• aggregate not-forwarded customer service information within a preset time period into a final aggregated customer service information and to send the final aggregated customer service information to the forwarding account through the first communication platform;
• wherein the processor is further configured to:
• determine whether a number of the final aggregated customer service information within the preset time period exceeds a predefined value, and
• when the number of the final aggregated customer service information within the preset time period exceeds the predefined value, send, by the first communication platform, a message to the forwarding account to prompt a user to check the final aggregated customer service information at the at least one PC.

A client-server system, comprising a first mobile terminal, a second mobile terminal, a personal computer (PC) terminal, a first communication platform and a second communication platform, wherein:

• the first mobile terminal and the second mobile terminal both communicate with the first communication platform, the PC terminal communicates with the second communication platform and the first communication platform exchanges information with the second communication platform, the first communication platform provides access to a first target account for the first mobile terminal and the second mobile terminal, and the second communication platform provides access to a second target account for the PC terminal;
• the PC terminal receives customer service information sent by the first mobile terminal from the first communication platform to the first target account;
• when the first mobile terminal sends the customer service information via the first communication platform to the first target account, the first communication platform forwards the customer service information to the second target account on the second communication platform;
• according to the first target account of the customer service information, the first communication platform obtains a login status of the second target account on the second communication platform, wherein the second target account is bound in advance to the first target account;
• when the second target account is logged into the second communication platform by a corresponding PC of the at least one PC, the second communication platform sends the customer service information to the corresponding PC terminal;
• when the second target account does not log in the second communication platform, the first communication platform obtains a pre-established forwarding account bound to the second target account and sets the state of the customer service information as not-forwarded;
• and
• the first communication platform aggregates not-forwarded customer service information within a preset time period into a final aggregated customer service information and sends the final aggregated customer service information to the forwarding account on the second mobile terminal through the first communication platform;
• wherein the first communication platform further:
• determines whether a number of the final aggregated customer service information within the preset time period exceeds a predefined value, and
• when the number of the final aggregated customer service information within the preset time period exceeds the predefined value, sends a message to the forwarding account to prompt a user to check the final aggregated customer service information at the PC terminal.