JP2002056134A - Device and method for supporting customer, and device and method for managing result of person in charge of customer support - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a customer support device which can grasp the waiting state of a customer even in a busy period. SOLUTION: This customer support device is equipped with a support window homepage wherein the waiting state is displayed, a means which accepts the reservation registration of a customer to the support window homepage, and a means which allows a person in charge of the support window homepage to notify a customer having registered the reservation of the start of answering the customer.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a support counter homepage for responding to a customer's question about the method of operating the device and a question about troubleshooting, and more particularly to an apparatus for clarifying a customer's response waiting state.

[0002]

2. Description of the Related Art At service bases for home electric appliances, automobile supplies, information processing equipment and the like, a customer support center is provided for responding to a question about a device operation method or a question about a trouble countermeasure from a customer. Such a customer support center answers questions from customers by telephone, for example.
And the customer support center will send a message saying that if the telephone is concentrated and it is difficult to connect, put the customer's telephone on hold and wait, or because it is busy, please call again in a quiet period Shedding.

[0003]

However, from the customer's point of view, there is a problem that he has no idea when to connect to the window of the customer support center. In addition, the contact person at the customer support center also has a problem that it is difficult to properly respond to all questions from customers because there are fields to which they are accustomed and fields to which they are unfamiliar. Furthermore, some customers may intermittently ask questions about a complex case after a certain period of time, but in such a situation, if the contact person changes every time, the explanation must be duplicated and it is annoying There was a problem that.

The present invention solves the above-mentioned problems, and
A first object is to provide a customer support device capable of grasping the waiting state of a customer even during a busy period. A second object is to provide a customer support device that allows a customer to select a contact person by notifying the customer of his or her specialty.

[0005]

The customer support device of the present invention which achieves the first object has a support counter homepage 10 on which a waiting state is displayed, as shown in FIG.
A reservation registration accepting unit 47 for accepting a customer's reservation registration with respect to the support counter homepage 10 and a correspondence start notifying unit 48 in which a person in charge of the support counter homepage 10 informs the registered customer of the start of the correspondence. It is characterized by the following.

[0006] In the device configured as described above, for example, a support wait state 12 of a customer is displayed on a support window 10. Reservation registration receiving means 47
Is to register the customer's waiting for new support. The response start notifying means 48 informs the customer who has registered for support of the start of the support, and may display a notice on the support counter homepage 10 indicating the start of the support, or may notify the customer by e-mail. May be.
Note that the response start notifying means 48 may be a telephone call for starting the response using a voice response device to the customer, or may be a device for making a reservation for the service staff to visit the customer address using the voice response device. In the support window homepage 10, the number of waiting persons decreases when support starts in the support waiting state, and increases when new support waiting registration is performed.

According to a second aspect of the present invention, there is provided a customer support device according to the first aspect of the present invention, wherein the registration of the customer is performed by designating a person in charge of the support window homepage. It is a feature. With this configuration, the customer can select a contact person, and for example, the processing when the support request is a continuation case is smoothly performed. Also, if the support window has at least one display of the name of the person in charge, support history, specialty field, and response time zone, the reservation registration of the customer by the reservation registration receiving means is performed by designating the person in charge. In this case, the customer can easily determine which person should be designated.

[0008] Preferably, if the configuration is such that the content of a fault that the user wants to receive support at the time of customer's reservation registration is uploaded, the support side can easily grasp the status of the fault occurring in the customer's equipment. Various determinations can be easily made, such as whether it is possible to respond, whether it is necessary to go to the customer's house for repair, or if special parts are required and parts arrangement is first. Preferably, as shown in FIG. 1, means 472 for measuring the elapsed time since the customer's reservation registration
And a customer waiting time leveling means 474 for giving priority to a customer who has a long elapsed time, so that customer waiting time is leveled and customer satisfaction is increased.

Preferably, at least one of the support window homepage, the reservation registration accepting means, and the means for notifying the start of correspondence is provided with a means for backing up a program or data. Important data is transferred to magnetic disk (HDD), optical disk (MO), magnetic tape (DA)
T), etc., can be saved periodically or irregularly in a state where it can be restored, and the reliability of work is improved.

According to the customer support method of the present invention which solves the above-mentioned problem, a wait state is displayed on a support counter homepage, a customer's reservation registration for the support counter homepage is accepted, and a person in charge of the support counter homepage registers the reservation. It includes a step of notifying the customer of the start of the response.

According to the present invention, there is provided a score management device for a customer support staff, wherein a first scoring means for evaluating a response to a customer who inquires a support window of the customer support device according to any one of claims 1 to 6 is provided. And a second scoring means for evaluating the response to the customer in accordance with the elapsed time since the customer registered the reservation at the support window. The first score is a base score given to the number of cases in which the person in charge provides support to the customer. The second point is an additional element given to the quality of the person in charge of providing support to the customer, and here, the elapsed time from when the customer makes a reservation registration at the support window is targeted. The support window is
For example, it is good to make it a support counter homepage. Preferably, the performance management device of the customer support staff has a configuration in which at least one program or data of the first scoring means and the second scoring means is backed up, reliability is improved.

[0012]

Embodiments of the present invention will be described below with reference to the drawings. FIG. 1 is a configuration block diagram illustrating an embodiment of the present invention. In the figure, the support window homepage 10 is Netscape (registered trademark) or
It is displayed on the user terminal 20 having a browser function such as Internet Explorer, and the management of the support counter homepage 10 is performed by the Web provided on the support center 40 side.
b. Support window homepage 10
Is provided with a waiting status display field 12 and a staff profile field 14 for each support staff.

The user terminal 20 is a personal computer having a browser function or a mobile phone terminal compatible with the Internet, and is connected to a Web server 41 provided at the support center 40 via the Internet 30. Internet 3
0 is a wired telephone line, ISDN line, wireless telephone line, mobile communication line, satellite communication line, data communication line, LAN (L
ocal Area Network (HTTP) (Hyper Text Tr) as a communication protocol.
For example, a language such as HTML (Hyper Text Markup Language) is used as a description language of an ansfer protocol (WWW) page and a WWW (World Wide Web) page. The support center 40 provides a maintenance service to the customer. The support center 40 uses a Web server 41 and a telephone / fax 42 for contacting the customer, and has a user database 45 for customer management. A person-in-charge database 46 is provided for internal management. In the user database 45, addresses, telephone numbers, e-mail addresses, stores, transaction results, and the like of each customer are created in a list format. The person-in-charge database 46 has registered therein the specialty area, support history, working hours, affiliation base, and years of experience of the person in charge.

The upload support means 43 is a tool for supporting the upload of the failure content of the device to be supported, and is preferably configured to download from the Web server 41 to the user terminal 20. The failure content of the device includes a defective product, no receipt at the time of delivery of the device, and the post-processing includes return, refund, and collection of a fee. Further, in order to facilitate management of the support equipment, a product name check and a transaction number assignment are performed. The assignment of the transaction number includes creation of an individual transaction record in the user database 45 such as the identification number ID of the sale and purchase, the product name, the price, the delivery date, the quality assurance period, the delivery location, and the like. When the tool downloaded to the user terminal 20 is used, the failure content of the device to be supported can be easily uploaded.

The reservation registration accepting means 47 is for making a reservation registration for waiting for a new support of the customer, and is preferably configured so that the upload support means 43 uploads the contents of a trouble that the customer wants to receive support at the time of the customer's reservation registration. The elapsed time measuring means 472 measures the elapsed time from when the customer registers the reservation with the reservation registration receiving means 47. The customer waiting time leveling means 474 gives priority to the person in charge of the customer whose elapsed time measured by the elapsed time measuring means 472 is long, and instructs the response.

The response start notifying means 48 notifies the customer who has registered for waiting for support of the start of the support, and the home page display means 482 may display a message indicating the start of the support on the support window 10. The e-mail transmitting means 486 may notify the customer by e-mail. The response start notifying means 48 may use the voice response device 484 to make a telephone call to the customer to start the response, or may make a reservation for the service staff to visit the customer address.
Further, the response start notifying means 48 may be in an off-line format, in which a person in charge may directly contact the customer by telephone, or a service person may contact by mail to visit the customer address.

In the support window homepage 10, the number of waiting persons decreases when support is started by the response start notifying means 48, and the number of waiting persons increases when new support waiting registration is performed by the reservation registration receiving means 47, and a certain reservation registration is made. When the support of the customer has been started, the homepage display means 482 displays a message on the support counter homepage 10 indicating the start of the support. Waiting status display column 1 for each support person on the support counter homepage 10
2 may be controlled by the reservation registration receiving means 47. The person in charge assigning means 49 assigns the person in charge according to the failure content of the device to be supported, or assigns the person in charge according to the waiting time for the reservation registration of the customer by using the first-in first-out principle.

FIG. 2 is an explanatory diagram of an individual person in charge screen on the support window homepage. In the waiting state display column 12, lamps corresponding to the number of persons waiting for support are displayed in a lighting state. The person in charge profile field 14 displays the name of the person in charge, the field of specialty, the corresponding time zone, and the support points.
The person in charge column 16 contains a portrait of the person in charge. The support history column 18 contains past support results. When the support history for the support target customer is displayed in the support history column 18, it becomes user-friendly. Therefore, when registering a new support for a customer, the support center 40 refers to the user database 45 to grasp the past support history and the person in charge of the customer,
When the details of the support contents of the person in charge of the customer are attached with reference to the person-in-person database 46, the person in charge can take appropriate measures matching the customer.

FIG. 3 is a screen diagram showing a specific example of the support history column. On May 18, 1999, we replaced the bad modem. The driver was updated on September 1, 1999. The supported customer clicks on each item to see more detailed support history information.

The operation of the apparatus having the above-described configuration will be described below. FIG. 4 is an explanatory diagram of new support registration of a customer. The customer has a potential business relationship with the support center 40 by purchasing or renting equipment.
Then, when a case that requires support for the device used by the customer occurs, the business relationship with the support center 40 becomes apparent. First, the customer accesses the support window homepage 10 using the user terminal 20 (S10).
0), a reservation is registered with the reservation registration receiving means 47 (S)
102). At this time, the customer enters the upload support means 43
Using the tool distributed by the user terminal 20, the customer name, the customer address, the model name of the device to be supported,
The failure content is uploaded to the reservation registration receiving means 47 (S104). By registering the details of the trouble of the device to be supported, the customer can promptly receive the support of the person in charge according to the trouble. Then, when the user terminal 20 has a dial-up type Internet connection after the reservation registration, the customer may hang up the telephone after the reservation registration, or maintain the Internet connection state and display a waiting state. Column 12 may be monitored.

The support center 40 performs a new support waiting registration for the person in charge determined by the person in charge allocating means 49 (S106). Assignment means 49
Specifies the person in charge according to the failure content of the device for which support is registered by the customer at the time of reservation registration by the reservation registration receiving means 47. Then, when the turn of support for the customer registered for waiting for new support comes, the person in charge calls the customer and provides support (S108).

FIG. 5 is an explanatory diagram of new support registration when a customer designates a person in charge. First, the customer accesses the support counter homepage 10 using the user terminal 20 (S100), and makes a reservation registration to the reservation registration receiving means 47 (S110). At the time of reservation registration, the customer appoints a person in charge with reference to the waiting status display column 12 and the support history column 18 and registers (S112). Further, the customer uses the tool distributed from the upload support means 43,
The user terminal 20 uploads the customer name, the customer address, the model name of the device to be supported, and the details of the failure to the reservation registration receiving means 47. In response to the reservation registration by the reservation registration receiving means 47, the support center 40 performs new support waiting registration for the person in charge according to the designation of the customer (S1).
14). The person in charge calls in order from the queue of the customer who made the reservation and provides support (S116).

For a customer whose elapsed time measured by the elapsed time measuring means 472 is long, a step of giving priority to the person in charge by the customer waiting time equalizing means 474 to include a step of Will not wait unnaturally.

FIG. 6 is a block diagram illustrating the configuration of the second embodiment of the present invention. Support window homepage 1
0 and the support center 40 have the same configuration as that shown in FIG. The results management device 50 accumulates the support points of the customer support staff and displays the support points in the staff profile column 14 as necessary. The basic point scoring means 52 evaluates the response of the person in charge to the customer who inquired the support window, and is a basic point given to the number of cases in which the person in charge provides support to the customer. The additional element scoring means 53 is given for the quality of the person in charge of providing support to the customer, and here is intended for the elapsed time since the customer made a reservation registration at the support window. Since a customer who has a long waiting time is highly likely to be dissatisfied with the service of the support center 40, a high support point is given to the person in charge to increase the motivation of the person in charge.

The operation of the thus configured device will be described. FIG. 7 is a view for explaining the flow of the procedure in the apparatus of FIG. First, the results management device 50 displays the contents of the support registered by the customer at the support window on the person in charge screen (S200). The person in charge selects the customer to call this time (S202) and responds to the customer (S20).
4). When the support process of the person in charge is completed, the results management device 50 adds the base point to the support point of the person in charge (S206). For customers not selected this time,
The results management device 50 determines whether the elapsed time T from the time of reservation registration at the support window exceeds the reference time t0 (S210), and if not, returns to S200 as a normal support point. If it is exceeded, the results management device 50 adds support points as staying cases (S212). If the elapsed time T from when the reservation is registered at the support window exceeds the limit time t1 for keeping the customer waiting, the results management apparatus 50 determines a person in charge as a priority processing case (S216) and causes the person in charge to respond (S204). ).
If the elapsed time T from when the reservation is registered at the support window has not reached the limit time t1 for waiting the customer, the results management device 50 returns to S200.

In the above embodiment, the equipment maintenance center has been described as an example of the customer support center. However, the present invention is not limited to this. The present invention can be generally applied to a business in which a person can be designated, such as telemedicine.

[0027]

As described above, according to the customer support device of the present invention, a support counter homepage for displaying a waiting state, a reservation registration receiving means for receiving a customer's reservation registration for the support counter homepage, Since the support window home page is provided with a response start notifying means for notifying the registered customer of the start of the response, the wait state of the customer can be grasped even during the busy season.

Further, the performance management apparatus of the customer support staff according to the present invention comprises a first scoring means for evaluating the response to the customer who inquired of the support window, and an elapsed time since the customer made a reservation registration at the support window. And a second scoring means for evaluating the correspondence to the customer.
Therefore, the task performance of the person in charge can be objectively evaluated using the support points obtained by adding the first and second scores. Further, by analyzing the staying status, it is possible to obtain an index indicating in which field a detailed person in charge can be arranged and the request of the customer who wants support can be smoothly processed with a short waiting time.

[Brief description of the drawings]

FIG. 1 is a configuration block diagram illustrating an embodiment of the present invention.

FIG. 2 is an explanatory diagram of an individual person in charge screen on a support window homepage.

FIG. 3 is a screen diagram showing a specific example of a support history column.

FIG. 4 is an explanatory diagram of new support registration of a customer.

FIG. 5 is an explanatory diagram of new support registration when a customer designates a person in charge;

FIG. 6 is a configuration block diagram illustrating a second embodiment of the present invention.

FIG. 7 is a diagram illustrating a flow of a procedure in the device of FIG. 6;

[Explanation of symbols]

 DESCRIPTION OF REFERENCE NUMERALS 10 Support window homepage 12 Waiting status display field 14 Person in charge profile field 20 User terminal 40 Support center 41 Web server 45 User database 46 Person in charge database 47 Reservation registration accepting means 48 Correspondence start informing means 50 Performance management device

Claims (12)

[Claims] 1. A support counter homepage displaying a waiting state, means for receiving a customer's reservation registration with respect to the support counter homepage, and a person in charge of the support counter homepage informs the registered user of the start of the correspondence. Means, and a customer support device comprising: 2. The customer support device according to claim 1, wherein the registration of the customer reservation is performed by designating a person in charge of the support counter homepage. 3. The customer support device according to claim 2, wherein the support window has at least one display of a name of a person in charge, a support history, a field of specialty, and a response time zone. 4. The customer support device according to claim 1, further comprising: uploading a trouble content that the customer wants to receive support at the time of reservation registration of the customer. . 5. The customer support device according to claim 1, further comprising: a means for measuring an elapsed time from the time of the reservation registration of the customer; And customer waiting time leveling means for giving priority to the response. 6. The customer support device according to claim 1, further comprising: backing up at least one program or data of said support window homepage, reservation registration accepting means, and means for informing start of response. A customer support device comprising means. 7. Displaying the waiting status on the support counter homepage, accepting a customer's reservation registration with respect to the support counter homepage, and notifying the customer who has registered the reservation of the start of response to the customer registered with the support counter homepage. Customer support method characterized by including. 8. A procedure for displaying the waiting status on the support counter homepage, a procedure for accepting a customer's reservation registration on the support counter homepage, and a person in charge of the support counter homepage responding to the customer who has registered the reservation. A computer-readable recording medium recording a procedure for notifying the start and a customer support program for causing a computer to execute the procedure. 9. A first scoring means for evaluating a response to a customer who has inquired of a support window of the customer support device according to any one of claims 1 to 6, and when the customer makes a reservation registration at the support window. And a second scoring means for assessing the response to the customer in response to the elapsed time from the customer. 10. The performance management apparatus for a customer support staff according to claim 9, further comprising means for backing up at least one program or data of the first scoring means and the second scoring means. Grade management device for customer support personnel. 11. A first score for evaluating a response to a customer who has inquired of the support window of the customer support device according to any one of claims 1 to 6, and from the time when the customer makes a reservation registration at the support window. And evaluating the response to the customer with a second score according to the elapsed time of the customer. 12. A procedure for evaluating, with a first score, a response to a customer who has inquired of a support window of the customer support device according to any one of claims 1 to 6, wherein the customer has made a reservation registration at the support window. A computer-readable recording medium which records a procedure for evaluating a response to a customer with a second score in accordance with an elapsed time from a time, and a results management program of a customer support person who causes a computer to execute the procedure.