JP2001256246A - System and method for processing information and recording medium - Google Patents

Abstract

PROBLEM TO BE SOLVED: To speedily utilize data related to an inquiry from a user. SOLUTION: A customer data base 10 decides whether a code supplied from a purchaser together with information related to the purchaser of a product for specifying the product is right or not. When it is decided that the code is right, a call center data base 14 records the information related to the purchaser and when there is an inquiry from the purchaser, corresponding to the information related to the purchaser, the number of times of the inquiry and the contents of the inquiry are recorded at least.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

The present invention relates to an information processing system and method, and a recording medium, and more particularly to an information processing system and method for managing data of a user of a product, and a recording medium.

[0002]

2. Description of the Related Art Manufacturers that manufacture and sell home appliances, etc., establish a predetermined department and receive telephone inquiries from users who have purchased their own products, such as how to use the products or problems. In response to inquiries, he explained how to use it and made repairs.

[0003]

However, data such as the content of the inquiry from the user or the number of inquiries is not used, and even if it is used, it takes a long time after the inquiry to use it. Was needed.

[0004] The present invention has been made in view of such a situation, and an object of the present invention is to make it possible to quickly use data related to an inquiry from a user.

[0005]

An information processing system according to claim 1 determines whether or not a code for specifying a product supplied from a purchaser together with information relating to the purchaser of the product is correct. Means and, if the code is determined to be correct, record information relating to the purchaser, and if there is an inquiry from the purchaser, associate at least the number of inquiries and inquiries with the information relating to the purchaser. Recording means for recording the contents of the information.

According to a second aspect of the present invention, there is provided an information processing method provided by a purchaser together with information relating to the purchaser of the product.
A determination step of determining whether or not the code identifying the product is correct; and, if the code is determined to be correct, record information related to the purchaser. A recording step of recording at least the number of inquiries and the contents of the inquiries in association with the related information.

According to a third aspect of the present invention, there is provided a recording medium program, comprising: a determination step of determining whether or not a code for specifying a product supplied from a purchaser together with information related to the purchaser of the product is correct; If determined to be correct, record the information related to the buyer, and if there is an inquiry from the buyer, record at least the number of inquiries and the content of the inquiry corresponding to the information related to the buyer. Recording step.

In the information processing system according to the first aspect, the information processing method according to the second aspect, and the recording medium according to the third aspect, the information is supplied from the purchaser together with information related to the purchaser of the product. It is determined whether the code that identifies the product is correct, and if the code is determined to be correct, information related to the purchaser is recorded, and if there is an inquiry from the purchaser, At least the number of inquiries and the contents of inquiries are recorded in association with the information to be made.

[0009]

FIG. 1 is a diagram showing a configuration of an embodiment of a customer data management system according to the present invention. For example, the user of the personal computer 1 who has purchased the digital video cassette recorder 2 with an imaging function (the purchaser of the digital video cassette recorder 2 with an imaging function) can register the digital video cassette recorder 2 with the imaging function. CD-ROM (Compact Disc-Re
ad Only Memory) 3 or the personal computer 1 is connected to the Internet 5 via an Internet service provider (not shown), and the Web server 7-
1 or by mailing a registration card bundled with the digital video cassette recorder 2 with an imaging function as a user of the digital video cassette recorder 2 with an imaging function (so-called user Registration).

Of course, the digital video cassette recorder 2 with an imaging function is merely an example, and is used for home appliances (for example, audio-visual products, lighting equipment, cooking utensils, etc.) or household goods (for example, desks, bicycles, etc.). Or any other product.

When performing registration using the CD-ROM 3 for registration, the user attaches the CD-ROM 3 for registration to the personal computer 1 and executes a registration program pre-recorded on the CD-ROM 3. Let 1 run.

The personal computer 1 executes a registration program recorded in advance on the CD-ROM 3 and connects to the customer registration server 6 via the public network 4. The personal computer 1 stores the registration data (corresponding to the user) including the user's name, address, telephone number, etc., which is input according to the execution of the registration program recorded on the CD-ROM 3 in advance. 4 to the customer registration server 6.

The customer registration server 6 receives the registration data transmitted by the personal computer 1 and transmits the registration data for each user to the customer database 10.

The personal computer 1 connected to the customer registration server 6 via the public network 4
Furthermore, it connects to the Web server 7-2 via the customer registration server 6 and the Internet 5. The personal computer 1 receives data for displaying a GUI (Graphic User Interface) for inputting a questionnaire from the Web server 7-2, displays a screen for inputting a questionnaire, and the like, and is input by a user operation. The questionnaire input data is transmitted to the Web server 7-2.

The Web server 7-2 receives the input data of the questionnaire transmitted from the personal computer 1 via the public line network 4 and the customer registration server 6, and converts the received input data of the questionnaire into the data conversion server 12 To supply.

When registering via the Internet 5,
The personal computer 1 connects to the Internet 5 via an Internet service provider (not shown) and connects to the Web server 7-1. The personal computer 1 has the name of the user input by the user,
The registration data including an address or a telephone number is transmitted to the Web server 7-1 via the public line network 4 and the Internet 5.

The Web server 7-1 receives the registration data transmitted by the personal computer 1 and transmits the received registration data of the user to the customer database 10.

The personal computer 1 connected to the Internet 5 via the Internet service provider connects to the Web server 7-2 via the public line network 4 and the Internet 5. The personal computer 1 receives data for displaying a GUI for inputting a questionnaire from the Web server 7-2, displays a screen for inputting a questionnaire, and displays input data of the questionnaire input by a user operation. Transmit to Web server 7-2.

The Web server 7-2 receives the input data of the questionnaire transmitted from the personal computer 1 via the public line network 4 and the Internet 5,
Data conversion server 1 converts the received questionnaire input data
Feed to 2.

When the registration card is mailed and registered, the operator of the input center terminal 9 receiving the mailed registration card inputs the registration data described on the registration card into the input center terminal 9. The input center terminal device 9 stores the input registration data in the customer database 1
Send to 0.

The operator of the input center terminal device 9 inputs a response to the questionnaire described on the registration card to the input center terminal device 9. The input center terminal device 9 transmits the input questionnaire input data to the customer database 10.

The customer database 10 receives the registration data transmitted from the customer registration server 6, the web server 7-1, or the input center terminal device 9. When the user corresponding to the received registration data has not been registered before, the customer database 10 stores the ID (Identifica) of the user in the ID / password issuing server 11.
option) and password, and the issued ID
The registration data is recorded in correspondence with. When the user corresponding to the received registration data has already been registered, the customer database 10 records the registration data corresponding to the user ID corresponding to the already recorded registration data.

When the registration data is recorded, the customer database 10 supplies the recorded registration data to the data conversion server 12, the call center database 14, and the trade-in registration server 17.

The customer database 10 sends an e-mail (so-called,
(E-mail), for example, to a user who has passed one month after purchasing the product.

When the user responds to the questionnaire in response to the mail, the personal computer 1 transmits the input data of the questionnaire to the Web server 7-2. The Web server 7-2 receiving the input data of the questionnaire from the personal computer 1 supplies the input data of the questionnaire to the questionnaire totaling database 13.

Also, for example, the customer database 10
Selects a user from 30 to 40 years old who lives in the metropolitan area and owns a personal computer, and causes the mail server 8 to transmit an e-mail requesting an interview to the selected user.

Data received from a person who has responded to the interview is input to the input center terminal device 9 and supplied to the questionnaire totalization database 13.

The data conversion server 12 converts the registration data supplied from the customer database 10 or the input data of the questionnaire supplied from the Web server 7-2 into a predetermined format, and inputs the converted registration data and the questionnaire. The data is output to the questionnaire totalization database 13 in association with the data.

For example, as shown in FIG. 2, the data conversion server 12 associates the input data of the questionnaire with the registered data using the product registration number, customer ID, customer temporary ID or customer number as a primary key.

The questionnaire totaling database 13 records the registration data supplied from the data conversion server 12 or the input data of the questionnaire.

The call center database 14 records the registration data corresponding to the user supplied from the customer database 10.

The call center database 14 associates the inquiry result data supplied from the call center terminal device 19 with the registered data of the inquiring user when the user inquires about the method of using the product, the complaint, etc. In addition, data for specifying the contents of the inquiry (inquiry items to be described later) is recorded.

The answer collection database 15 stores call totals /
The inquiry response supplied from the answer setting terminal device 21 or the like is recorded in association with the inquiry item. The answer collection database 15 transmits an answer corresponding to the inquiry from the user to the call center terminal device 19 in response to a request from the call center terminal device 19 when the user receives an inquiry. The call center operator can answer the inquiry from the user with reference to the answer displayed on the call center terminal device 19.

The answer collection database 15 records the number of inquiries for each inquiry item based on the actual inquiry data supplied from the call center terminal device 19 when the user's inquiry is completed.

Marketing campaign management server 1
Reference numeral 6 records data of a schedule such as a product sales promotion campaign, an event, or a seminar. The marketing campaign management server 16 stores the registration data for each user supplied from the customer database 10 and the response data corresponding to the inquiry supplied from the answer collection database 15 into the data of the participants such as events or seminars. And recorded.

Marketing campaign management server 1
6: When an inquiry about a product is made in response to an inquiry such as a product sales promotion campaign, an event, or a seminar, data of an answer corresponding to the inquiry is received from the answer collection database 15, and Used to answer inquiries. When the inquiry about the product from the user is completed, the marketing campaign management server 16 transmits data specifying the content of the inquiry to the answer collection database 15.

The trade-in registration server 17 receives, from the component information system, data of a component that is predicted to be missing, and a product corresponding to the component that is predicted to be missing (for example, the component is used). Product). The trade-in registration server 17 requests the customer database 10 for registration data of a user who owns the product, and requests the call center database 14 for data on the results of inquiries of the user. The trade-in registration server 17 stores the user registration data supplied from the customer database 10 and the call center database 1
The user who owns the product to be traded in is selected based on the result data of the inquiry of the user supplied from 4.

The trade-in registration server 17 is a mail server 8
Sends an e-mail to the selected user that he / she wants to trade in his / her product.

Web server 7 receiving a reply from the personal computer 1 to the mail to the effect that trade-in is desired
1 supplies the reply to the trade-in registration server 17. The trade-in registration server 17 transmits to the delivery instruction server 18 an instruction for delivery of the product to the user and trade-in of the product according to the trade-in.

The traded-in product is used after necessary parts are removed.

The customer support server 20 receives, from the answer collection database 15, data on the frequency of the inquiry corresponding to the inquiry item, and reads out the frequently asked inquiry items and their answers from the answer collection database 20. The customer support server 20 stores the frequently read inquiry items and their answers in the Web server 7-.
Upload to 1.

The call totaling / answer setting terminal device 21 receives the inquiry result data from the call center database 14 and sets the conditions for setting the inquiry result data (for example, the number of inquiries for each product, the product category for each product). Generate and display a graph based on the number of inquiries, inquiries by product category, etc.).

The call totaling / answer setting terminal device 21 receives the inquiry result data from the call center database 14 and displays the inquiry result data. The call totaling / answer setting terminal device 21 receives an answer (for example, an answer that is not recorded in the answer collection database 15 or an answer that is easier for the user to understand) corresponding to the displayed result of the inquiry. Then, the input answer is supplied to the answer collection database 15.

The questionnaire totaling terminal device 22 receives the questionnaire data from the questionnaire totaling database 13 and generates and displays a graph based on the conditions for setting the questionnaire data.

FIG. 3 is a diagram for explaining the configuration of the personal computer 1. CPU (Central Processing Uni
t) 51 indicates various application programs and OS
(Operating System) is actually executed. ROM (Read-
In general, the only memory 52 stores basically fixed data of a program used by the CPU 51 and calculation parameters. RAM (Random-Access Memo
The ry) 53 stores a program used in the execution of the CPU 51 and parameters that change as appropriate in the execution. These are interconnected by a host bus 54 composed of a CPU bus and the like.

The host bus 54 is connected via a bridge 55 to a PCI (Peripheral Component Interconnect / Inter
face) and an external bus 56 such as a bus.

The keyboard 58 is operated by the user when inputting various commands to the CPU 51. The pointing device 59 is operated by the user when pointing or selecting a point on the screen of the display 60. The display 60 is a liquid crystal display device or a CRT.
(Cathode Ray Tube) and displays various information as text or images. HDD (Hard Disk Drive)
61 drives a hard disk, and a CPU 51
The program or information to be executed is recorded or reproduced.

The drive 62 reads data or a program recorded on the mounted magnetic disk 71, optical disk 72, magneto-optical disk 73, or semiconductor memory 74, and reads the data or the program.
Interface 57, external bus 56, bridge 55,
And a RAM 5 connected via a host bus 54
Supply 3 These keyboards 58 to drive 6
2 is connected to an interface 57, and the interface 57 is connected to the CPU 51 via an external bus 56, a bridge 55, and a host bus 54.

The communication unit 63 is connected to the Internet 5 via the public line network 4 and has the CPU 51 or the HDD 6 connected thereto.
1 is stored in a packet of a predetermined system and transmitted via the public line network 4 and the Internet 5 or the Internet 5, and transmitted via the public line network 4 and the Internet 5 or the Internet 5. Then, the data stored in the received packet is output to the CPU 51, the RAM 53, or the HDD 61.

The communication unit 63 includes an external bus 56, a bridge 5
5 and the CPU 51 via the host bus 54.

Since the customer server 5 to the questionnaire totaling terminal device 22 have the same configuration as the personal computer 1, the description is omitted.

Next, the process of inputting registration data by the personal computer 1 executing the program recorded on the registration CD-ROM 3 will be described with reference to the flowchart of FIG. In step S11, the registration program displays the startup screen shown in FIG.
To be displayed. On the startup screen, for example, a registration button that displays characters such as "Register now", "Menu"
And a close button displaying characters such as "close".

In step S12, the registration program determines whether or not the registration button has been clicked on the basis of the input from the pointing device 59. If it is determined that the registration button has been clicked, the process proceeds to step S13, and the registration program proceeds to step S13. The registration explanation screen on which the explanation of the method is displayed is displayed on the display 60.

When the button on the registration explanation screen on which the word "next" is displayed is clicked, the flow advances to step S14, and the registration program displays a connection setting screen shown in FIG. On the connection setting screen, a pulse selection button for setting the communication method of the communication unit 63, a tone selection button, and the like are arranged. The user operates the pointing device 59 to set either the pulse selection button or the tone selection button to active.

When the button on the connection setting screen, on which the word "next" is displayed, is clicked, in step S15, the registration program makes a setting based on the setting on the connection setting screen.
The connection setting for the communication unit 63 is executed.

In step S16, the registration program displays a name input screen as shown in FIG. On the name input screen, a field for inputting a user name, a field for inputting a user name, and the like are arranged. When the button on the name input screen on which the word "next" is displayed is clicked, the process proceeds to step S17, where the registration program stores the data such as the name input by operating the keyboard 58 or the like in the field of the name input screen. read.

In step S18, the registration program displays an address input screen shown in FIG.
To be displayed. On the address input screen, a field for inputting the date of birth of the user, a field for inputting the address of the user, a field for inputting the mail address of the user, and the like are arranged. When the button on the address etc. input screen on which the word "next" is displayed is clicked, the process proceeds to step S19, where the registration program determines the date of birth entered in the field of the address etc. input screen by operating the keyboard 58 or the like. Read data such as.

In step S20, the registration program displays an address confirmation screen as shown in FIG.
To be displayed. On the address etc. confirmation screen, the name or address etc. read in the processing of step S17 and step S19 are displayed.

When the button displaying the letters "next" on the address etc. confirmation screen is clicked, the process proceeds to step S21, and the registration program displays a registration code etc. input screen shown in FIG. On the registration code etc. input screen, a field for inputting a registration code, a field for inputting a purchase date, and the like are arranged. The registration code is described on a registration card bundled with the digital video cassette recorder 2 with an imaging function, and is a value unique to each digital video cassette recorder 2 with an imaging function.
The registration code is composed of, for example, 16-digit alphabetic or numeric characters, and has a value that specifies the model name of the digital video cassette recorder 2 with an imaging function.

When the button on the input screen of the registration code etc. on which the character "NEXT" is displayed is clicked, step S2 is performed.
Proceeding to 2, the registration program reads data such as a registration code entered by operating the keyboard 58 or the like in a field of the registration code or the like input screen.

In step S23, the registration program stores the name data read in step S17,
The data such as the address read in the processing in step S19 and the data such as the registration code read in step S22 and the like are transmitted to the customer registration server 6 as registration data, and the process returns to step S11. Repeat the process.

If it is determined in step S12 that the registration button has not been clicked, step S24
Go to the registration program, pointing device 5
It is determined whether or not the menu button has been clicked on the basis of the input from No. 9. If it is determined in step S24 that the menu button has been clicked, the process proceeds to step S24.
Proceeding to 26, the registration program displays a menu screen, an example of which is shown in FIG.

On the menu screen, a button for displaying an information display screen and a questionnaire button on which characters such as "Please cooperate with a user questionnaire" are displayed are arranged.

In step S26, the registration program determines whether or not the questionnaire button has been clicked based on the input from the pointing device 59. If it is determined that the questionnaire button has been clicked, the process proceeds to step S27, Via a registration server 6 and the Internet 5, a Web server 7 for a questionnaire
Connect to 2.

In step S 28, the registration program receives data for displaying the questionnaire input screen illustrated in FIGS. 12 to 14 from the Web server 7-2, and displays the questionnaire input screen on the display 60. I do. In step S28, when the registration program displays the questionnaire input screen, the items included in the registration data transmitted in the process of step S23 are automatically set in the fields of the questionnaire input screen.

FIG. 12 shows an example of a questionnaire input screen in which a button for setting whether to use SSL (Secure Socket Layer) is arranged.
It is a screen for questionnaire input displayed when connected to the web server 7-2.

The questionnaire input screen shown in FIG. 13 is a questionnaire input screen displayed next to the questionnaire input screen shown in FIG. 12, in which fields for inputting a name and a registration code are arranged. .

The questionnaire input screen shown in FIG. 14 is displayed next to the questionnaire input screen shown in FIG. 13, for example, the product owned, the purpose of use of the product, or the program used. This is a questionnaire input screen for answering a questionnaire.

In step 29, the registration program transmits the input data of the questionnaire set in the questionnaire input screen to the questionnaire Web server 7-2, and returns to step S11. repeat.

If it is determined in step S26 that the questionnaire button has not been clicked, the button for displaying the information display screen shown in FIG. 11 has been clicked, and the flow advances to step S30 to display the information display screen on the display 60. , And returns to step S11 to repeat the process from the process of displaying the startup screen.

If it is determined in step S24 that the menu button has not been clicked, the process proceeds to step S24.
Proceeding to 31, the registration program determines, based on the input from the pointing device 59, whether or not the close button has been clicked, and if it is determined that the close button has not been clicked, returns to step S12, and proceeds to step S12. Repeat the process.

If it is determined in step S31 that the close button has been clicked, the process ends.

As described above, the registration program transmits the registration data input by the user to the customer registration server 6 and also transmits the input data of the questionnaire to the Web server 7.
-2.

Next, a process of recording registration data executed by the customer database 10 will be described with reference to a flowchart of FIG. In step S51, the customer database 10 determines whether or not a registration request has been made from the customer registration server 6 based on a signal input from the customer registration server 6, and determines that a registration request has been made from the customer registration server 6. The process proceeds to step S52, and the customer database 10 receives the registration data from the customer registration server 6, and proceeds to step S57.

If it is determined in step S51 that the registration has not been requested from the customer registration server 6, the process proceeds to step S53, and the customer database 10 stores the W
It is determined whether or not a registration request has been made from the Web server 7-1 based on a signal input from the Web server 7-1. If it is determined in step S53 that a registration request has been made from the web server 7-1, the process proceeds to step S54, in which the customer database 10 receives the registration data from the web server 7-1, and proceeds to step S57.

In step S53, the Web server 7
If it is determined that no registration request has been made from −1, the process proceeds to step S55, and the customer database 10 determines whether a registration request has been made from the input center terminal device 9 based on the signal input from the input center terminal device 9. Is determined. If it is determined in step S55 that a registration request has been made from the input center terminal device 9, the process proceeds to step S56,
The customer database 10 receives the registration data from the input center terminal device 9, and proceeds to Step S57.

If it is determined in step S55 that no registration request has been made from the input center terminal device 9, a registration request has been made from any of the customer registration server 6, the Web server 7-1 and the input center terminal device 9. Since there is no such information, the process ends.

In step S57, the customer database 10 determines whether the registration code included in the received registration data is valid (for example, by checking the number of digits), and the registration code is valid. If it is determined that the registered data is stored, the process proceeds to step S58, where the registered data recorded in the customer database 10 is searched based on the name included in the registered data and the customer ID corresponding to the registered data is provided with the customer ID. It is determined whether it has already been issued.

If it is determined in step S58 that the customer ID has not been issued to the user corresponding to the registered data, the process proceeds to step S59, where the customer database 10 transmits the password and the ID to the ID / password issuing server 11. Requesting issuance of a customer ID, receiving the password and the customer ID issued from the ID / password issuing server 11, and assigning the received customer ID to a user corresponding to the registered data.

The customer ID assigned to the user is
The user is notified by sending the registration card in which the customer ID is described to the user by mail.

If it is determined in step S58 that the customer ID has already been issued to the user corresponding to the registered data, step S58 is skipped because the process of assigning the customer ID is not necessary, and the procedure proceeds to step S58. Proceed to S60.

In step S60, the customer database 10 associates the customer ID with the customer ID in step S60.
52, the registration data received in the processing of step S54 or step S56 is recorded.

In step S61, the customer database 10 transmits the registration data recorded in step S60 to the trade-in registration server 17. Step S6
2, the customer database 10 determines in step S
The registration data recorded in the process 60 is transferred to the data conversion server 1
Send to 2. In step S63, the customer database 10 transmits the registration data recorded in the processing in step S60 to the call center database 14, and the processing ends.

If it is determined in step S57 that the registration code is not valid, the registration data is determined to be invalid, and the customer database 10 proceeds to step S5.
2. The registration data received in the processing of step S54 or step S56 is discarded without being registered, and the processing ends.

As described above, the customer database 10
Records the registration data supplied from any one of the customer registration server 6, the Web server 7-1, and the input center terminal device 9.

Next, data conversion processing by the data conversion server 12 will be described with reference to the flowchart of FIG. In step S81, the data conversion server 12
Determines whether or not the registration data has been transmitted from the customer database 10 based on the signal input from the customer database 10, and if it is determined that the registration data has been transmitted from the customer database 10, Step S 8
The process proceeds to step S2, where the registration data transmitted by the customer database 10 in the process of step S62 is received.

In step S83, the data conversion server 12 executes the association data conversion table shown in FIG. 17, the header conversion table shown in FIG.
Step S8 based on the master conversion table shown in FIG.
The registration data received in step 2 is converted into the method of the questionnaire totaling database 13.

The association data conversion table is recorded in the data conversion server 12 in advance. Based on the customer ID and the like, the association data conversion table stores the association data including the customer number for identifying the user and the product registration number. The association data for generation is stored. The customer database 10 and the questionnaire totaling database 13 can know the correspondence between the registered data and the input data of the questionnaire, that is, the correspondence between the user and the answer of the questionnaire, based on the association data.

The header conversion table is recorded in the data conversion server 12 in advance, and based on the registered data, the header of the record (data unit corresponding to each user) of the questionnaire totalization database 13 (mainly, the record is searched). (For example, correspondence of model codes or data of gender flags, etc.) for generating data to be recorded in records used for performing
Is stored.

The master conversion table is recorded in the data conversion server 12 in advance, and generates data to be recorded in an item of the record (each data unit included in the record) of the questionnaire totalization database 13 based on the registered data. (For example, correspondence of a corporation name or a name, correspondence of a telephone number, etc.).

In step S84, the data conversion server 12 transmits the registered data, which is converted in step S83 and includes the association data, the data recorded in the header, and the data recorded in the item, to the questionnaire totaling database 13. I do.

If it is determined in step S81 that the registration data has not been transmitted from the customer database 10, it is not necessary to execute the conversion processing of the registration data, so steps S82 to S84 are skipped, and the procedure proceeds to step S81. Proceed to S85.

In step S85, the data conversion server 12 determines whether conversion of the input data of the primary questionnaire has been requested from the questionnaire Web server 7-2 based on the signal supplied from the Web server 7-2. Judge,
When it is determined that the conversion of the input data of the primary questionnaire has been requested from the Web server 7-2, the process proceeds to step S86, and the input data of the primary questionnaire is received from the Web server 7-2 for the questionnaire.

In step S87, the data conversion server 12 converts the input data of the primary questionnaire into the questionnaire totalization database 13 based on the questionnaire data conversion table shown in FIG.

The questionnaire data conversion table is recorded in the data conversion server 12 in advance, and stores the correspondence between the input data of the primary questionnaire and the data definition name in the questionnaire totaling database 13.

In step S88, the data conversion server 12 transmits the input data of the primary questionnaire converted in step S87 to the questionnaire totaling database 13, and the process ends.

At step S85, the Web server 7
If it is determined that the conversion of the input data of the primary questionnaire has not been requested from the Web server 7-2 to the Web server 7-2,
Since the request for conversion of the input data of the next questionnaire has not been made, the process ends.

As described above, the data conversion server 12 can convert the registered data and the input data of the primary questionnaire, and transmit the data to the questionnaire totaling database 13.

The data conversion server 12 also converts the input data of the secondary questionnaire and transmits it to the questionnaire totaling database 13 in the same processing as the processing of the input data of the primary questionnaire. The description of the data conversion processing is omitted.

Next, the process of recording the registration data and the input data of the questionnaire executed by the questionnaire totaling database 13 will be described with reference to the flowchart of FIG. In step S101, the questionnaire totalization database 13 determines whether registration data is transmitted from the data conversion server 12 based on a signal input from the data conversion server 12, and
If it is determined that the registration data has been transmitted from, the process proceeds to step S102, and the registration data transmitted from the data conversion server 12 is received. In step S103, the questionnaire tallying database 13 determines in step S1
02, the registration data received is recorded.

In step S101, when it is determined that the registration data has not been transmitted from the data conversion server 12, the processing of receiving and recording the registration data is not required, so that steps S102 and S103 are performed.
Is skipped, and the procedure proceeds to step S104.

In step S104, the questionnaire totalization database 13 determines whether or not the questionnaire input data is transmitted from the data conversion server 12 based on the signal input from the data conversion server 12, and If it is determined that the input data of the questionnaire has been transmitted from, the process proceeds to step S105,
The questionnaire input data transmitted from the data conversion server 12 is received. In step S106, the questionnaire totalization database 13 records the input data of the questionnaire received in the process of step S105 in association with the recorded registration data, and the process ends.

If it is determined in step S104 that the input data of the questionnaire has not been transmitted from the data conversion server 12, the process of receiving and recording the input data of the questionnaire is not necessary, and thus the process of step S10 is not necessary.
5 and step S106 are skipped, and the process ends.

As described above, the questionnaire totaling database 13 can record registration data and questionnaire input data in association with each other.

Next, the processing of a secondary questionnaire, which is a questionnaire for a user one month after the purchase of a product, will be described with reference to the flowchart of FIG. In step S121, the questionnaire tallying database 13 selects a user one month after the purchase of the product based on the recorded registration data. Step S12
In 2, the questionnaire totalization database 13 causes the mail server 8 to transmit a secondary questionnaire request e-mail to the selected user. This email contains the user
It describes that the user wants to access the Web server 7-2 and answer the secondary questionnaire.

In step S123, the Web server 7-2 determines whether or not the input data of the secondary questionnaire has been input. If it is determined that the input data of the secondary questionnaire has not been input, the Web server 7-2 proceeds to step S123. return,
The determination process is repeated until the input data of the secondary questionnaire is input.

If it is determined in step S123 that the input data of the secondary questionnaire has not been input, the process may return to step S121 and transmit a questionnaire request mail to another user.

When it is determined in step S123 that the input data of the secondary questionnaire has been input, the process proceeds to step S124, and the Web server 7-2 transmits the input data of the secondary questionnaire to the data conversion server 12.
In step S125, the data conversion server 12
In a process similar to the process described with reference to the flowchart in FIG. 16, the input data of the secondary questionnaire is converted into the format of the questionnaire totalization database 13 and supplied to the questionnaire totalization database 13. In step S126, the questionnaire totalization database 13 records the input data of the secondary questionnaire in correspondence with the recorded registration data, and the process ends.

As described above, the customer data management system can record the input data of the questionnaire for the user one month after the purchase of the product. The period is not limited to one month after the purchase of the product, but may be any period such as the latter half of the purchase or one year after the purchase. Not only the period, but also the product category (for example, classification of digital still camera, digital video cassette recorder, etc.), specific model,
A user who requests a secondary questionnaire may be selected under the conditions of the user who has made an inquiry at least once, or by combining these conditions.

Next, a process of transmitting a mail of a group interview performed by the questionnaire totaling database 13 will be described with reference to a flowchart of FIG. In step S151, the questionnaire totaling database 13
Sets the conditions for extracting users to be interviewed. The extraction conditions are, for example, a user of a specific product in his thirties who lives in the metropolitan area, owns a personal computer, has made an inquiry once or more, and the like. In addition, the extraction conditions are set so that the distribution of the set of users to be extracted, such as gender and age, matches the distribution of the set of owners of the target product, such as gender and age. It may be.

In step S152, the questionnaire totalization database 13 selects a user in which the registered data is recorded, based on the extraction conditions set in the processing in step S151. In step S153, the questionnaire totalization database 13 causes the mail server 8 to transmit a group interview request mail to the selected user, and the process ends.

As described above, the questionnaire totalization database 13 can transmit a mail requesting a group interview to a user who satisfies a predetermined condition.

Next, a process for responding to an inquiry by the call center terminal device 19, the call center database 14, and the answer collection database 15 installed in the call center receiving a telephone inquiry will be described with reference to the flowchart of FIG. In step S171, the call center terminal device 19 determines whether or not the customer ID has been input by the call center operator in response to the inquiry over the telephone. Since the inquiry is waiting, the process returns to step S171 to repeat the process of determining whether or not the customer ID has been input.

At step S171, the customer ID
Is determined to have been input, the call center terminal device 19 transmits the input customer ID to the call center database 14 because there is a telephone inquiry and the process proceeds to step S172. When the call center operator receives the inquiry, he or she is asked to provide the customer ID from the user.

Upon receiving the customer ID, the call center database 14 receives data such as registration data related to the user corresponding to the customer ID (for example, the customer ID).
D, registration data such as an address, a name, and a telephone number, as well as purchase history, repair history, and questionnaire input data such as the degree of preference for a company that manufactures or sells products) are transmitted to the call center terminal device 19.

At step S173, the call center terminal device 19 receives the user data corresponding to the customer ID transmitted from the call center database 14. In step S174, the call center terminal device 19 displays the user data on its monitor or the like.

The operator of the call center displays the user data displayed on the call center terminal device 19 (for example,
While looking at registered data such as customer ID, address, name, and telephone number, as well as purchase history, repair history, and questionnaire input data such as the degree of preference for a company that manufactures or sells products). Can respond.

In step S175, the call center terminal device 19 determines whether or not an inquiry item (for example, a question on how to use, a question on the presence or absence of accessories, a request for repair of a defect, etc.) has been input by the call center operator. If it is determined that the inquiry item has not been input, it means that the operator of the call center is inquiring of the contents of the inquiry from the user, and the process returns to step S175 to repeat the process of determining whether the inquiry item has been input. .

If it is determined in step S175 that an inquiry item has been input, the process proceeds to step S176, and the call center terminal device 19 transmits the input inquiry item to the answer collection database 15. Upon receiving the inquiry item, the answer collection database 15 sends an answer corresponding to the inquiry item to the call center terminal 1.
9 and increment the number of inquiries recorded corresponding to the answer.

When the answer corresponding to the inquiry item is not recorded, the answer collection database 15 transmits data indicating that there is no answer to the call center terminal device 19 and records the inquiry item.

In step S177, the call center terminal device 19 transmits the
Receive the answer corresponding to the inquiry item. Step S
At 178, the call center terminal device 19 displays an answer corresponding to the inquiry item on its monitor or the like.

The operator of the call center can respond to the inquiry while looking at the answer corresponding to the user's inquiry item displayed on the call center terminal device 19.

In step S179, the call center terminal device 19 determines whether or not the inquiry has been completed based on the operation of the operator of the call center. If it is determined that the inquiry has not been completed, the inquiry from the user is made. Therefore, the process returns to step S179, and the determination process is repeated.

If it is determined in step S179 that the inquiry has been completed, the flow advances to step S180.
The inquiry item and the answer are transmitted to the call center database 14 together with the customer ID. The call center database 14 records the received inquiry item and answer in association with the registered data, and the process ends.
As described above, the call center operator responds to the inquiry while looking at the answer corresponding to the user's inquiry item displayed on the call center terminal device 19, so that there is no variation in the answer contents by the operators, and any operator always has Can give accurate answers.

The answer collection database 15 can record the number of times of inquiry corresponding to the inquiry item. The call center database 14 can record the number of inquiries of each user and the items of inquiries.

Next, the call totaling / answer setting terminal device 21
Will be described with reference to the flowchart of FIG. In step S201, the call totaling / answer setting terminal device 21 requests the answer collection database 15 to transmit an inquiry history including data corresponding to the items of the inquiry and the number of times. The answer collection database 15 transmits to the call totaling / answer setting terminal device 21 an inquiry history including data on the items of the inquiry and the corresponding number of times.

In step S202, the call totaling /
The answer setting terminal device 21 receives the inquiry history including the data of the inquiry item and the number of times of the inquiry item.
In step S203, the call totaling / answer setting terminal device 21 displays the history of the inquiry received in the processing of step S202, for example, by arranging inquiry items for which no answer is set on the basis of the number of times of inquiry. , Such as arranging based on the length of time of the inquiry, and displaying.

The operator of the call totaling / answer setting terminal device 21 can input a new answer or a corrected answer in accordance with the inquiry item based on the history of the displayed inquiry.

At step S204, the call totaling /
The answer setting terminal device 21 determines whether an operator corresponding to the inquiry item has been input by the operator of the call totaling / answer setting terminal device 21. If it is determined that the answer corresponding to the inquiry item has been input, Step S
Go to 205 and enter the entered answer into the answer collection database 1
Send to 5. The answer collection database 15 receives the answer transmitted from the call totaling / answer setting terminal device 21 and records it in correspondence with the inquiry item, and the process ends.

When it is determined in step S204 that the answer corresponding to the inquiry item has not been input, the answer is not required to be recorded, and the process ends.

As described above, when the operator of the call totaling / answer setting terminal device 21 inputs a new answer or a corrected answer in accordance with the inquiry item based on the displayed inquiry history, the answer The collection database 15 can record the input answer.

Next, with reference to the flowchart of FIG. 26, a process of uploading a response corresponding to an inquiry item with a high inquiry frequency to the Web server 7-1 will be described. In step S221, the customer support server 20 requests the answer collection database 15 to transmit data of the inquiry item and the inquiry frequency (the number of inquiries in a preset period). In response to a request from the customer support server 20, the answer collection database 15 transmits to the customer support server 20 data on the inquiry item and the inquiry frequency.

In step S222, the customer support server 20 receives the inquiry item and the inquiry frequency data from the answer collection database 15. In step S223, the customer support server 20
Selects an inquiry item having a frequency exceeding the threshold based on a preset threshold.

In step S224, the customer support server 20 requests the answer collection database 15 to transmit an answer to the inquiry item selected in the process in step S223. The answer collection database 15 transmits an answer to the selected inquiry item to the customer support server 20 in response to a request from the customer support server 20.

In step S225, customer support server 20 receives the answer to the selected inquiry item transmitted from answer collection database 15. In step S226, the customer support server 20 uploads the answer to the inquiry item to the Web server 7-1 (posts the answer so that it can be accessed via the Internet 5). Step S2
At 27, the customer support server 20 causes the mail server 8 to transmit a mail notifying the URL of the page on which the answer is posted to the user, and the process ends.

Thus, the customer support server 20
Selects answers to frequently asked items and
In addition to uploading to the b server 7-1, the user can be notified.

Next, with reference to the flowchart of FIG. 27, a description will be given of the inquiry totaling process executed by the call totaling / answer setting terminal device 21. In step S241, the call totaling / answer setting terminal device 21 receives the call totaling / answer setting terminal device 21 based on the operator's input.
Set totaling conditions, such as the number of inquiries for each model and inquiries for each category.

At step S242, the call totaling /
The answer setting terminal device 21 requests the call center database 14 to transmit the result data such as the number of inquiries for each model corresponding to the condition set in the process of step S241. The call center database 14 transmits the result data corresponding to the set conditions to the call aggregation / answer setting terminal device 21 in response to the request from the call aggregation / answer setting terminal device 21.

At step S243, the call totaling /
The answer setting terminal device 21 stores the call center database 1
4 receives the result data corresponding to the set conditions. In step S244, the call totaling / answer setting terminal device 21 generates and displays a graph based on the totaling conditions and the received result data, and the process ends.

At step S243, the call totaling /
28 to 31 show examples of graphs displayed by the answer setting terminal device 21. FIG.

The graph shown in FIG. 28 is a graph showing the ratio of the number of inquiries to the inquiry items for each category (for example, classification of video cassette recorder with imaging function, digital video cassette recorder, digital still camera, etc.).

The graph shown in FIG. 29 is a graph for comparing the ratio of the number of inquiries for each category.

The graph shown in FIG. 30 is a graph for comparing the ratio of the number of inquiries to the number of units sold for each model.

The graph shown in FIG. 31 shows, for each model, for example, the change of the estimated defect rate calculated as the ratio of the number of inquiries about the defect to the sales volume for each season (so-called early, middle, and late months). It is a graph shown.

The person in charge of the design, the person in charge of the sales, or the person in charge of the product planning can use the graphs (for example, the inquiry rate for each model, the contents of the inquiry, the repair status, the improvement points) , Requests, etc.), it is possible to design products, plan sales, or plan products.

Next, a questionnaire tallying process executed by the questionnaire tallying terminal device 22 will be described with reference to the flowchart in FIG. In step S261, the questionnaire totaling terminal device 22 sets totaling conditions such as the purchase motive and the purpose of use for each model based on the input of the operator of the questionnaire totaling terminal device 22.

In step S262, the questionnaire totaling terminal device 22 transmits the data composed of the questionnaire input data such as the purchase motive and the purpose of use for each model corresponding to the conditions set in the processing in step S261.
Request to the questionnaire totaling database 13. The questionnaire totalization database 13 transmits data corresponding to the set conditions to the questionnaire totalization terminal device 22 in response to a request from the questionnaire totalization terminal device 22.

In step S263, the questionnaire totaling terminal device 22 transmits
And receives the data corresponding to the set conditions. In step S264, the questionnaire tallying terminal device 22 uses the tallying conditions and the received data to
A graph is generated and displayed, and the process ends.

The person in charge of the design, the person in charge of the sales, or the person in charge of the product planning refers to the graph generated based on the input data of the questionnaire, which is displayed by the questionnaire totaling terminal device 22, and designs the product. , Sales planning, or product planning.

Next, the trade-in process will be described with reference to the flowchart of FIG. In step S281,
The trade-in registration server 17 receives data indicating a component whose shortage is predicted from a component information system (not shown). In step S282, the trade-in registration server 17 uses the product corresponding to the component whose shortage is predicted (for example, the component whose shortage is predicted) based on the received data indicating the component whose shortage is predicted. Identify products and products that are expected to be shortage as necessary for repair).

In step S283, the trade-in registration server 17 requests the customer database 10 to transmit registration data of the user who owns the specified product. The customer database 10 transmits registration data of a user who owns the specified product to the trade-in registration server 17 in response to a request from the trade-in registration server 17.

At step S284, the trade-in registration server 17 receives the registration data of the user who owns the specified product.

In step S285, the trade-in registration server 17 requests the call center database 14 to transmit inquiry history data (such as the number of inquiries) of the user who owns the specified product. In response to the request from the trade-in registration server 17, the call center database 14 transmits to the trade-in registration server 17 the history data of the inquiry of the user who owns the specified product.

In step S286, the trade-in registration server 17 receives the inquiry history data of the user who owns the specified product.

In step S287, the trade-in registration server 17 determines the conditions of the trade-in registration server 17 under predetermined conditions, registration data of the user who owns the specified product, and the user who owns the specified product. The user is selected based on the data of the inquiry history.

In step S288, the trade-in registration server 17 causes the mail server 8 to transmit a trade-in campaign e-mail to the user selected in step S287. In the e-mail for the trade-in campaign information, for example, when a trade-in is desired, the fact is written in the Web server 7-1 together with the trade-in price.

In step S289, when there is a response from the user (there is a request for trade-in), the trade-in registration server 17 responds to the user (for example, the user Is received from the Web server 7-1.

In step S290, trade-in registration server 17 instructs delivery instruction server 18 to deliver and trade the product to the user according to the trade-in, and the process ends.

As described above, the trade-in registration server 17
It is possible to instruct the delivery instruction server 18 to trade in a product corresponding to the part whose shortage is predicted.

For example, in a traded-in product, parts whose shortage is predicted are removed, and the parts are reused.
Therefore, it is possible to obtain a part expected to be in short supply at a low price, to present a trade-in price, and to sell a product of the company corresponding to the trade-in.

The series of processes described above can be executed by hardware, but can also be executed by software. When a series of processing is executed by software, a program constituting the software can execute various functions by installing a computer built into dedicated hardware or installing various programs. It is installed from a recording medium into a possible general-purpose personal computer or the like.

As shown in FIG. 3, the recording medium is a magnetic disk 71 (including a floppy disk) on which the program is recorded and an optical disk 72 which are distributed separately from the computer in order to provide the user with the program.
(CD-ROM (Compact Disc-Read Only Memory), DVD (Di
gital Versatile Disc), magneto-optical disc 73
(Including MD (Mini-Disc)) or semiconductor memory 7
ROM 52 that stores programs and is provided to the user in a state in which it is not only configured by a package medium such as
And an HDD 61 or the like.

In this specification, the step of describing a program stored in a recording medium may be performed in a chronological order according to the described order, or may not necessarily be performed in a chronological order. This also includes processing executed in parallel or individually.

In this specification, the system is
It represents the entire device composed of a plurality of devices.

[0165]

According to the information processing system according to the first aspect, the information processing method according to the second aspect, and the recording medium according to the third aspect, the information related to the purchaser of the product is transmitted from the purchaser. It is determined whether the supplied code that identifies the product is correct.If the code is determined to be correct, information related to the purchaser is recorded, and if there is an inquiry from the purchaser, the purchase At least the number of inquiries and the content of inquiries are recorded in accordance with information related to
The data related to the inquiry from the user can be used.

[Brief description of the drawings]

FIG. 1 is a diagram showing a configuration of an embodiment of a customer data management system according to the present invention.

FIG. 2 is a diagram for explaining association between input data of a questionnaire and registered data by a data conversion server 12;

FIG. 3 is a diagram illustrating a configuration of a personal computer 1.

FIG. 4 is a flowchart illustrating a process of inputting registration data.

FIG. 5 is a diagram illustrating an example of a startup screen.

FIG. 6 is a diagram illustrating an example of a connection setting screen.

FIG. 7 is a diagram showing an example of a name input screen.

FIG. 8 is a diagram showing an example of an address etc. input screen.

FIG. 9 is a diagram showing an example of an address etc. confirmation screen.

FIG. 10 is a diagram illustrating an example of a registration code etc. input screen.

FIG. 11 is a diagram showing an example of a menu screen.

FIG. 12 is a diagram showing an example of a questionnaire input screen.

FIG. 13 is a diagram showing an example of a questionnaire input screen.

FIG. 14 is a diagram showing an example of a questionnaire input screen.

FIG. 15 is a flowchart illustrating a process of recording registration data.

FIG. 16 is a flowchart illustrating a data conversion process.

FIG. 17 is a diagram illustrating an example of an association data conversion table.

FIG. 18 is a diagram illustrating an example of a header conversion table.

FIG. 19 is a diagram illustrating an example of a master conversion table.

FIG. 20 is a diagram illustrating an example of a questionnaire data conversion table.

FIG. 21 is a flowchart illustrating a process of recording registration data and input data of a questionnaire.

FIG. 22 is a flowchart illustrating a secondary questionnaire process.

FIG. 23 is a flowchart illustrating a process of transmitting a group interview mail.

FIG. 24 is a flowchart illustrating a process corresponding to an inquiry.

FIG. 25 is a flowchart illustrating a process of recording an answer.

FIG. 26 is a flowchart illustrating a process of uploading a response to the Web server 7-1.

FIG. 27 is a flowchart illustrating an inquiry totaling process.

FIG. 28 is a diagram illustrating an example of a graph displayed by the call totalization / answer setting terminal device 21.

FIG. 29 is a diagram illustrating an example of a graph displayed by the call totalization / answer setting terminal device 21.

FIG. 30 is a diagram showing an example of a graph displayed by the call totalization / answer setting terminal device 21.

FIG. 31 is a diagram showing an example of a graph displayed by the call totalization / answer setting terminal device 21.

FIG. 32 is a flowchart illustrating a questionnaire tallying process.

FIG. 33 is a flowchart illustrating a trade-in process.

[Explanation of symbols]

1 personal computer, 3 CD-ROM, 6 customer registration server, 7-1 and 7-2 Web server, 8 mail server, 9 input center terminal device,
10 customer database, 11 ID / password issuing server, 12 data conversion server, 13
Questionnaire total database, 14 call center database, 17 trade-in registration server, 19 call center terminal device, 20 customer support server,
21 call totaling / answer setting terminal device, 22 questionnaire totaling terminal device, 51 CPU, 52 RO
M, 53 RAM, 61 HDD, 63 communication unit, 71 magnetic disk, 72 optical disk, 73
Magneto-optical disk, 74 semiconductor memory

 ────────────────────────────────────────────────── ─── Continued on the front page F term (reference) 5B075 KK03 KK07 KK13 KK33 KK38 KK43 KK54 KK63 MM04 MM11 ND03 ND08 ND23 NS10 PP02 PP03 PP13 PP30 PQ02 PQ05 PR03 UU09

Claims (3)

[Claims] A determining means for determining whether or not a code for specifying the product supplied from the purchaser together with information relating to the purchaser of the product is correct; and when the code is determined to be correct, A recording unit that records the information related to the purchaser and, when there is an inquiry from the purchaser, records at least the number of inquiries and the content of the inquiry in correspondence with the information related to the purchaser. An information processing system comprising: A determining step of determining whether a code specifying the product supplied from the purchaser together with information related to the purchaser of the product is correct; and determining that the code is correct. A recording step of recording the information related to the purchaser and, when there is an inquiry from the purchaser, recording at least the number of inquiries and the content of the inquiry in correspondence with the information related to the purchaser. An information processing method comprising: A determining step of determining whether a code for identifying the product supplied from the purchaser together with information related to the purchaser of the product is correct; and determining that the code is correct. A recording step of recording the information related to the purchaser and, when there is an inquiry from the purchaser, recording at least the number of inquiries and the content of the inquiry in correspondence with the information related to the purchaser. A recording medium on which a computer-readable program is recorded.