JP2007241786A - Customer service support device - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer service support device for promoting subscription of customers by not only improving service to customers but also giving privilege to the customers. <P>SOLUTION: Membership information including a face photograph of the customer who subscribes is stored in a management computer 20. The subscribed customer is recognized through an ID card 60 before entering a store, and a service terminal 10 issuing a service ticket 70 for providing privilege to the customer by a lottery game is installed near the entrance of the store. An in-store terminal 40 is provided for receiving and displaying the membership information including the face photograph, from the management computer 20 when the customer is recognized by the service terminal 10. A store clerk identifies and receives the customer who enters the store, based on the membership information displayed on the in-store terminal 40, and provides an option or descounts the price with the service ticket 70 when purchasing merchandise or service. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a customer service support device that enables a clerk to visit a customer in a state in which the customer's preferences and the like are known in advance.

  A conventional customer service support device is disclosed in Patent Document 1. This technology issues an ID card to a registered customer, stores customer information including a face photograph of the customer in a management computer, recognizes the customer who has the ID card at the store entrance, and the customer. When a customer holds an ID card and passes through the store entrance, the sensor acquires the customer ID of the ID card and images the customer with the video camera, and the server captures the customer ID and the captured image. The customer information is compared with the customer information and transferred to the in-store terminal so that the store clerk can check the customer information on the in-store terminal to easily identify the customer who entered the store and call the customer's name for immediate customer service. It is characterized by that.

By the way, in the above technology, the appearance of the customer is imaged at the time of registration and recognition. However, as a customer, not only personal information such as address, name, preference, etc. but also facial photographs are offered to the private sector for commercial use. Is. In recent years, the spread of networks has progressed, and there is no fear that personal information including leaked facial photographs will be leaked to the outside instantly, so the user must be careful. Therefore, with the above technology, there is a problem that it is not easy for customers to provide information about their appearance simply because of improvement in customer service.
JP 2000-99827 A

  The problem to be solved by the present invention is to solve these conventional problems and provide customer service not only to improve customer service, but also to give benefits to registered customers so that customer registration can be promoted. To provide an apparatus.

The configuration of the present invention that solves this problem is as follows.
1) Member information including a face photograph of a registered customer is stored in the management computer, and a service terminal that gives a privilege to the registered customer before entering the store is installed near the entrance of the store. Provided with a customer recognition means for recognizing registered customers, and provided a terminal in the store that receives and displays member information including the face photo from the management computer when the service registered terminal recognizes the registered customer. Identifies customers who enter the store based on member information including face pictures displayed on the in-store terminals, and is able to provide customers with the benefits of the service terminals when purchasing goods or services Characterized in that, the customer service support device 2) the service terminal comprises a ticketing device for outputting a service ticket for receiving the provided privilege in the store, 1) The customer service support device 3) The service terminal can display advertisements, 1) or 2) The customer service support device 4) The service terminal is a game machine that gives a privilege, 1) 3) Any of the customer service support devices 5) The customer recognition means can acquire the member number by bringing the ID card recording the member number into contact with or close to the card reader. ) Any customer service support device 6) The customer service device according to any one of 1) to 5) above, wherein the in-store terminal is a portable information terminal that can receive and display member information including a face photograph from a management computer wirelessly. It is in the support device.

  According to the present invention, since the customer can receive benefits at the service terminal before entering the store, the customer feels the merit of registering as a member and the use is promoted as compared with the conventional technology.

  As the service terminal of the present invention, a personal computer or the like is used, and is connected to a management computer via a network. The service terminal is installed with a privilege program such as a lottery game that gives a privilege to the customer, a privilege of a store (including other stores in the group and other industries), and an advertising program that displays advertisements of handled products or services. A ticket issuing device such as a printer for outputting a service ticket for receiving a privilege and a card reader for reading information of an ID card as a customer recognition means are connected. The privilege program is operated using a touch-type display as well as a keyboard and other buttons. Several types of privilege programs may be prepared so that customers can freely select them. These devices are housed in a dedicated housing and installed near the entrance outside the store. The benefit program of this service terminal can be used not only by registered customers but also by unregistered customers, but the benefits are set to give preferential treatment to registered customers. Ads can be viewed by unregistered customers. As the ID card, a contact type magnetic card, a non-contact type IC card, a card on which a bar code is written, or the like is used.

  As the management computer, a personal computer or the like is used, and it can function as a server connected to a service terminal and an in-store terminal via a network to transmit and receive various information. The management computer has a member database in which the customer's member information is recorded, an ID issuance program that issues a member number at the time of registration, and a transfer that receives the member number and collates it with the member database and transfers it to the terminal in the store along with the member information The program is installed, and an imaging device such as a camera that captures a customer's face photograph is connected to a card reader that reads and writes information on the ID card at the time of registration. In addition to the management computer, a statistical data analysis terminal for performing various analyzes of customer visit status and member information is installed. This terminal is also connected to the management computer via a network.

  As the in-store terminal, a personal computer, a POS terminal, a portable information terminal called PDA that can be connected to a wireless LAN and transmitted / received information, and the like are used and connected to a management computer via a network. The in-store terminal has a function of receiving and displaying member information (image information / text information) including a face photograph transferred from the management computer. A PDA having excellent convenience is desirable for a store with a large scale or for a store clerk who always moves in the store to serve customers.

  Embodiments of the present invention will be specifically described below with reference to the drawings.

  FIG. 1 is a schematic diagram of the customer service support device of the embodiment, FIG. 2 is an explanatory diagram of the system of the customer service support device of the embodiment, FIG. 3 is a flow showing member registration of the embodiment, and FIG. 4 is an advertisement and lottery game of the embodiment. FIG. 5 is a flow showing member entry in the embodiment.

  In the figure, 10 is a service terminal, 11 is a personal computer, 12 is a display, 13 is a printer (ticketing device), 14 is a print server, 15 is a card reader, 16 is a button, 17 is a speaker, and 18 is an uninterruptible power supply. , 19 is a LAN adapter, 20 is a management computer, 21 is a personal computer, 22 is a display, 23 is a card reader, 24 is a camera, 25 is a LAN adapter, 30 is a wireless LAN access point, 31 is a router, 32 is the Internet, 40 Is an in-store terminal, 50 is a statistical data analysis terminal, 60 is an ID card, and 70 is a service ticket.

  In this embodiment, as shown in FIG. 3, first, the store clerk solicits membership registration for the first customer who came to the store and accepts membership registration, and the customer receives the address, name, date of birth, Fill in the various preferences fields. Here, there are two types of members: special members and general members. Special members receive the customer's face photo with approval and record it for identification, and receive high-quality customer service and services when entering the store. General members can register only general personal information such as name and address without recording a face photo. In the management computer 20, a new member number is assigned and an ID card 60 in which the member number is recorded is issued and lent to the customer. The store clerk inputs the contents of the application form into the management computer 20 and records them. In the case of a special member, with approval, the camera 24 captures at least the appearance of the customer including the face and records it in the management computer 20. The member information obtained in this way is shared via the Internet 32 not only to the store but also to other stores of the same series. Special members can receive preferential benefits and customer service compared to regular members.

  As shown in FIG. 4, in the service terminal 10, an advertisement program is always activated to display advertisements and privilege contents so that an unspecified number of people can freely browse. Advertisement contents and privilege contents are updated daily. When the registered customer presses the button 16 for starting the lottery game, a screen for instructing insertion of the ID card 60 is displayed on the display 12. If the ID card 60 is not inserted within a certain time, a timeout occurs and the screen returns to the advertisement screen. When a registered customer inserts the ID card 60 into the card reader 15, the service terminal 10 acquires the member number from the ID card 60 and transmits it to the management computer 20, and at the same time, the member's playable number of times (for example, a special member) 2 times / day, general members once / day) information is acquired, and if the limit number has not been reached, the lottery game program is started and the number of times of play is counted. If the limit is reached, return to the advertising screen. The customer plays a lottery game, and the service terminal 10 outputs the service ticket 70 with the printer 13 when the game result is Atari. If it ’s all lost, you wo n’t be able to get the benefits that day. Special benefits are given to special members over general members (game playable times, game draw probability, discount price size, option type, etc.). Decide whether to enter.

  As shown in FIG. 5, the management computer 20 reads out the corresponding member information based on the received member number, records the store visit date, and transmits the member information to the in-store terminal 40 owned by the store clerk. The in-store terminal 40 displays the customer's photo image (special member only) and text such as name and preference, and the store clerk waits for the customer to enter the store. When the customer receives the service ticket 70 after entering the store and enters the store, when the customer is a special member, the store clerk identifies and calls his / her name. At that time, since the customer's preferences and the like are already grasped, the products and services that the customer would have requested are actively proposed. The customer presents the ID card 60 and the service ticket 70 at the time of purchase, and the store clerk counts at a discounted price or provides options, etc., and inserts the ID card 60 into the card reader 23 so that the product name, purchase date, purchase price, etc. Record purchase history for.

  Thereafter, the statistical data analysis terminal 50 obtains member information such as visit date / time of the store, member age group / purchased product / preference from the recorded information of the management computer 20 and performs various analyzes. This is useful for improving product lineup and customer service.

As described above, according to this embodiment, the following effects can be obtained.
[Customer side]
1) Store information / affiliated store information / store information of other industries can be acquired free of charge outside the store regardless of whether it is a member or non-member.
2) Since the member receives a privilege outside the store, the member can arbitrarily decide whether to enter the store depending on the content of the privilege.
3) Special members can receive highly satisfied customer service immediately after entering the store.
4) Since the member information is shared with other stores in the same series, the same privilege / customer service can be received at other stores without depending on a specific store.

[Store side]
1) Since advertising can be performed unattended outside the store regardless of whether it is a member or a non-member, advertising expenses can be reduced.
2) Customer benefits can be expected from the benefits provided to members.
3) Secured customers can be expected through customer service with high satisfaction for members.
4) Since the same benefits and customer service are provided at other stores in the same series, it is expected that the entire group will attract customers and secure fixed customers.

  The customer service support apparatus of the present invention is useful for stores such as boutiques, clothing stores, restaurants, and gyms.

It is a schematic diagram of the customer service assistance apparatus of an Example. It is explanatory drawing of the system of the customer service assistance apparatus of an Example. It is a flow which shows member registration of an Example. It is a flow which shows the advertisement and lottery game of an Example. It is a flow which shows the member entrance of an Example.

Explanation of symbols

10 service terminal 11 personal computer 12 display 13 printer (ticketing device)
DESCRIPTION OF SYMBOLS 14 Print server 15 Card reader 16 Button 17 Speaker 18 Uninterruptible power supply 19 LAN adapter 20 Management computer 21 Personal computer 22 Display 23 Card reader 24 Camera 25 LAN adapter 30 Wireless LAN access point 31 Router 32 Internet 40 In-store terminal 50 Statistical data Analysis terminal 60 ID card 70 Service ticket

Claims (6)

  Member information including face photos of registered customers is stored in the management computer, and a service terminal is installed near the entrance of the store to give benefits to registered customers before entering the store. Provided with a customer recognition means for recognizing registered customers, provided a terminal in the store that receives and displays the member information including the face photo from the management computer when the customer registered with the service terminal is recognized. Based on member information including a face photograph displayed on the terminal, the customer who entered the store is identified and served, and a privilege by the service terminal can be provided to the customer when purchasing a product or service A customer service support device.   The customer service support device according to claim 1, wherein the service terminal is provided with a ticket issuing device that outputs a service ticket for receiving a privilege to be provided in the store.   The customer service support device according to claim 1 or 2, wherein the service terminal is capable of displaying an advertisement.   The customer service support device according to claim 1, wherein the service terminal is a game machine that gives a privilege.   The customer service support device according to any one of claims 1 to 4, wherein the customer recognizing means can acquire the member number by contacting or approaching an ID card recording the member number with a card reader.   The customer service support device according to any one of claims 1 to 5, wherein the in-store terminal is a portable information terminal capable of receiving and displaying member information including a face photograph wirelessly from a management computer.

Images