JP2001338121A - Support system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To attain synthetic problem solution by installing a system for identifying customers on one place and virtually managing a call center. SOLUTION: A primary answerer receiving an inquiry from a customer retrieves the contents of the inquiry by using a case data base, and when the contents concerned are not stored in the case data base or a product to which the primary answerer can not answer is inquired, requests correspondence to a secondary answerer. The secondary answerer receiving the correspondence request solves the problem instead of the primary answerer. In order to solve the problem, the secondary answerer cooperates with a technical section as necessary and prepares a solution plan. After solving the problem, the contents are reflected to the case data base.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a support system for realizing a suitable service in dealing with a customer consultation desk.

[0002]

2. Description of the Related Art Customers sometimes make inquiries by phone to a call center (support center) regarding purchased products. In this case, in the call center, service provision is not unique depending on whether there is a contract for each customer, contract time zone, contract period, so information is searched for each customer and information such as contract existence, contract time zone, contract period etc. After obtaining customer information, the system accepts customer inquiries and provides solutions to the inquiries.

[0003]

However, in a conventional call center, if a problem cannot be solved by a customer service person, a person who has more specialized knowledge about the product will be called.
A new responder must newly acquire customer information and the like. In addition, there is also an annoyance that the customer must explain the contents of the inquiry to a new responder from the beginning.

[0004] In addition, since the call center is physically limited to coexist with other departments, an independent department has
Implements a defined range of services,
In some cases, the problem could not be comprehensively solved only in the call center.

SUMMARY OF THE INVENTION An object of the present invention is to solve the above-mentioned problems. A system for identifying customers (users) is installed in one place and a call center is virtually operated to solve a comprehensive problem. It is to provide a support system that can be planned.

[0006]

SUMMARY OF THE INVENTION According to the present invention, inquiries from a customer are received at a call center (reception desk), and in the process of providing a solution to the customer, the questions are received in accordance with the level of the question from the customer. The primary responder requests a response from the secondary responder and solves the problem.

[0007] The primary responder who accepts the question from the customer searches the inquiry content using the case database. However, if the corresponding content does not exist in the case database, or if the primary responder cannot respond to the product, the primary responder is asked to confirm the inquiry. Request a response to the next responder. The second responder who has received the response request solves the problem on behalf of the first responder. In solving the problem, second responders work with the technical department as needed,
Create a solution. After the problem is solved, reflect the contents in the case database.

[0008]

Next, embodiments of the present invention will be described with reference to the drawings.

FIG. 1 is a conceptual diagram of a support system according to a first embodiment of the present invention. As shown in FIG.
The support system 11 of the present invention includes an automatic voice response device 1
2 and telephones 16, 17a, and 18 of customers, primary responders, secondary responders, and persons in charge of technical departments via communication lines.
a, 19a. Further, the support system 11 of the present invention includes a customer database 13 and a case database 14, and the customer database 13 and the case database 14 are terminals of a primary responder, a secondary responder, and a person in charge of a technical department via a network. Devices (such as personal computers) 17b, 18b, and 19b are connected. Further, the support system 11 of the present invention
A control device 15 for controlling the system is provided.

[0010] When a problem occurs in the system or the like, a customer (user) makes a telephone inquiry from the telephone 16.

When an inquiry is received from the customer, the automatic voice response apparatus 12 prompts the user to input an identification code, and searches the customer database 13 for information such as the presence or absence of a contract, the contract time zone, and the contract period by the customer's identification code. When the condition is satisfied, the call is transferred to the telephone 17a of the primary responder.

The primary responder first deals with the customer. The terminal device 17b for information processing such as a personal computer is used to search for information from the customer database 13 and the case database 14 connected to the terminal device 17b via a network. They also have knowledge about each product.

The secondary responder responds to inquiries that the primary responder could not respond to. The secondary responder has high expertise in the product and performs support and customer support for the primary responder by conducting investigation and verification using the terminal device 18b connected to the network.

[0014] The responder in the technical department emphasizes and resolves an inquiry that could not be handled by the primary responder and the secondary responder, as the secondary responder. This is the development department for each product. The terminal device 19b connected to the network is inspected and used for verification to provide support to the second responder and to deal with customers.

The customer database 13 stores registrant names, contract product names, past inquiry histories, and the like corresponding to customer identification codes. The terminal devices 17b, 18b, and 19b of the primary responders, the secondary responders, and the responders in the technical department are connected to the customer database 13 via a network, and each responder connects the terminal devices 17b, 18b, and 19b. Each information can be searched through.

The case database 14 stores past cases. It is connected to the network in the same manner as the customer database 13, and the terminal devices 17b,
Searches using keywords can be performed from 18b and 19b.

When the primary responder cannot provide a solution to the customer and makes a response request to the secondary responder,
The customer information and inquiries are transferred to the secondary responder's information processing terminal device, and when the secondary responder cannot provide a solution to the customer and makes a response request to the technical department, the customer information and inquiries are technically transferred. The information is transferred to the information processing terminal of the corresponding person in the department.

Next, the operation of the first embodiment of the present invention will be described in detail with reference to FIGS. FIG.
5 is a flowchart illustrating an operation of the first exemplary embodiment of the present invention.

A call center user (hereinafter, referred to as a user) makes an inquiry to the call center by telephone (step A1). First, the user's telephone is connected to the automatic voice response apparatus 12, and the user inputs an identification code (step A2).

The automatic voice response apparatus 12 checks whether the identification code is registered (step A3),
If registered, the contract time zone and the contract period are acquired from the identification code (step A4), and it is determined whether or not those conditions are satisfied (step A).
5). If the condition is satisfied, a call is taken to the primary responder along with information about the user (step A6). If the identification code is not registered,
If the contract time or period is different, the call will not be taken to the primary responder.

When the telephone is connected to the primary responder, information such as the contract content, contract product, and registrant name retrieved from the customer database 13 using the identification code is displayed on the terminal device 17b of the primary responder. At the same time, the past inquiry status and its contents are also acquired from the customer database 13 and displayed. The primary responder and the user's phone are then connected,
The primary responder checks whether the product to be asked is included in the supported product (step A7). If the product is a supported product and can be handled by the primary responder, the primary responder interviews the contents of the question (steps A8 and A9). The primary responder selects a keyword based on the content of the interview,
(Step A10). Case database 1
As a result of the search in step 4, if there is a question having the same content or a similar one, an answer is given to the user based on the content of the case database 14 (steps A11 and A12). The content of the reply is input to the case database 14 (step A13).

If the product cannot be handled by the primary responder, if the content of the question is difficult, or if there is no similar content in the case database 14, a response request is made to the secondary responder. When the primary responder issues a request to the secondary responder,
The customer information / new inquiry contents and past inquiry contents and solutions are displayed on the terminal device 18b of the secondary responder. At this time, if the customer is connected to the telephone, the telephone is also transferred at the same time. Inquiry / Answer /
The progress is recorded and managed in chronological order.

The secondary responder who has received the response request changes to the primary responder, and conducts hearing of the inquiry from the customer (step A14). Based on the contents of the hearing, information search, verification using an actual machine, and the like are performed to solve the problem (steps A15 and A16).

If the problem cannot be solved here, a request is issued to the technical department, and the problem is solved in cooperation with the technical department (step A17). The request to the technical department is issued from the terminal device 18b of the secondary responder. When the second responder issues a request to the technical department, the customer information / new inquiry content is transmitted to the terminal device 19b of the responder of the technical department.
Will be displayed. Also, at this time, management of waiting for a response from the request destination is started, and the progress can be confirmed as necessary.

After the problem is solved, an answer is given to the customer (step A18), and the contents of the question and the answer are input to the case database 14, and the case is effectively used (step A19). In the call center, the inquiry status and the response status are centrally managed.

Next, a second embodiment of the present invention will be described with reference to the flowchart of FIG.

In the second embodiment of the present invention, the customer
The first embodiment differs from the first embodiment in that an inquiry is made using X and the primary responder checks the contract contents and assigns the contract to the responder.

In order to perform the distribution, a screen for grasping the number of cases and the state of correspondence of each responder is used. The primary responder sorts the content of the inquiry based on the information displayed here. Further, by making an inquiry by facsimile, the situation can be described in detail using the figure, so that the time until the problem is solved can be shortened.

In FIG. 2, the user describes the contents of the inquiry and transmits it by facsimile (step B1). FA
In the case of X, the primary responder checks the contract contents and the inquiry contents (steps B2 to B2).
6). After that, the response status of each responder is confirmed, and the responder is selected. (Steps B7 and B8). The selected responder operates in the same manner as the operation (steps A10 to A19) of the first embodiment (steps B9 to B19).
19). However, since the inquiry is by facsimile, the responder calls the user and answers.

As described above, by asking a question by facsimile, the user can make an inquiry even outside the contract time (however, the answer and the reception are performed only during the business hours of the next business day). Is).

Next, a third embodiment of the present invention will be described with reference to the flowchart of FIG.

The third embodiment of the present invention is different from the first embodiment in that the customer makes an inquiry by e-mail and the response is also made by e-mail.

In FIG. 3, the user sends the contents of the inquiry by e-mail (step C1). As in the second embodiment (steps B2 to B8), the contract contents are checked and the responder is selected (step C2).
To step C8). The selected responder searches, verifies, and investigates the case database, and replies to the user by e-mail (from step C9 to step C1).
7).

As described above, in the third embodiment, everything from inquiry to answer is performed by e-mail.

In response to an inquiry by e-mail, the primary responder confirms the contract contents and distributes the contract to the responder. The responder who receives the question gives an answer by e-mail. By making an inquiry by e-mail, the customer can confirm the inquiry and answer at a time convenient for the customer.

Next, a fourth embodiment of the present invention will be described with reference to the flowchart of FIG.

In the fourth embodiment of the present invention, the customer
The difference from the first embodiment is that an inquiry is made using b.

The home page for making inquiries is
Access is restricted by the user's identification code,
It has a function to restrict the contents depending on the contract period and contract product. Therefore, the primary responder does not need to check the contract contents.

In the fourth embodiment, the user first accesses a registrant-dedicated homepage and makes an inquiry from the homepage (steps D1 and D2). The subsequent operation (from step D3 to step D13)
Operation of the third embodiment (from step C7 to step C7)
Same as 17).

As described above, also in the fourth embodiment, as in the third embodiment, everything from an inquiry to a reply can be performed electronically.

[0041]

As described above, according to the present invention,
Since the status of inquiries and responses is centrally managed, when a primary responder requests a response from a secondary responder and a secondary responder requests a response from the technical department, the customer must renew the content of the inquiry from the beginning. Need not be explained, and the user is free from the hassle.

According to the present invention, a system for identifying a customer (user) is installed at one place, and a call center is virtually operated without being conscious of a sense of location / distance, thereby providing a comprehensive system. Problem solving can be provided to customers.

Further, according to the present invention, the customer database and the case database are shared by the primary responder, the secondary responder, and the respondent in the technical department, so that a solution can be promptly and accurately provided to the customer. .

[Brief description of the drawings]

FIG. 1 is a conceptual diagram of a support system according to a first embodiment of the present invention.

FIG. 2 is a flowchart illustrating an operation of the first exemplary embodiment of the present invention.

FIG. 3 is a flowchart illustrating a second embodiment of the present invention.

FIG. 4 is a flowchart illustrating a third embodiment of the present invention.

FIG. 5 is a flowchart illustrating a fourth embodiment of the present invention.

[Explanation of symbols]

 11 Support System 12 Automatic Voice Response Device 13 Customer Database 14 Case Database 15 Control Device 16, 17a, 18a, 19a Telephone 17b, 18b, 19b Terminal Device

 ────────────────────────────────────────────────── ─── Continuing on the front page (72) Inventor Miho Hasegawa 4-4-2, Mita, Minato-ku, Tokyo F-Term within NE Fielding Co., Ltd. 5B049 AA01 AA02 BB07 CC01 CC02 DD01 DD03 DD05 EE05 FF03 FF06 GG02 GG04 GG07

Claims (10)

[Claims] 1. A support system for accepting an inquiry from a customer and providing a solution to the customer, wherein a primary responder who accepts the inquiry stores information on the customer using an information processing terminal device. Searches information from the case database where past cases are stored and if there is no corresponding case in the case database and cannot provide customers with solutions to inquiries, has higher expertise than the primary responder Request a response to the second responder and transfer the customer information and the contents of the inquiry to the information processing terminal of the second responder.If the second responder cannot provide a solution to the inquiry to the customer, the technical department Request a response to
A support system for transferring customer information and inquiries to an information processing terminal of a person in charge of a technical department, and providing a solution to the customer according to the level of the inquiry from the customer. 2. The support system according to claim 1, wherein the inquiry is accepted by telephone, facsimile, electronic mail, and Web. 3. The support system according to claim 2, wherein the inquiry from the telephone or the Web is automatically determined as to whether or not to accept the inquiry from the customer. 4. The support system according to claim 2, wherein the inquiry from the facsimile, the e-mail, and the Web is distributed to each responder by grasping the number of response cases and the response status of each responder. 5. The support system according to claim 4, wherein inquiries from the FAX, e-mail, and Web are accepted even outside the office hours. 6. The method according to claim 1, wherein a solution to the inquiry is reflected in the case database.
6. The support system according to any one of items 1 to 5, 7. A support method for accepting an inquiry from a customer and providing a solution to the customer, wherein a primary responder who accepts the inquiry stores information on the customer using an information processing terminal device. Searches information from the case database where past cases are stored and if there is no corresponding case in the case database and cannot provide customers with solutions to inquiries, has higher expertise than the primary responder Request a response to the second responder and transfer the customer information and the contents of the inquiry to the information processing terminal of the second responder.If the second responder cannot provide a solution to the inquiry to the customer, the technical department Request a response to
A support method for transferring customer information and inquiries to an information processing terminal of a person in charge of a technical department, and providing a solution to the customer according to the level of the inquiry from the customer. 8. The support method according to claim 7, wherein said inquiry is accepted by telephone, facsimile, electronic mail, and Web. 9. The support method according to claim 8, wherein whether the inquiry from the telephone or the Web is accepted or not is automatically determined. 10. The support method according to claim 8, wherein the inquiry from the facsimile, the e-mail, and the Web is distributed to each responder by grasping the number of respondents and the response status of each responder.