KR20010064734A - Apparatus And Method For Question/Answer In Customer Support System - Google Patents

Abstract

PURPOSE: A question/response apparatus in a customer support system and a method thereof are provided to construct a user feedback system by storing a question/proposition presented on line by specific items in an internal notice board, and by simultaneously sending a response request mail to a developer/operator. CONSTITUTION: A user inputs a question/proposition on a service screen(201). A storing/processing unit sorts and lists contents of the question/proposition, and stores the contents on an internal notice board of an operator(202). The unit transmits a response request mail to a developer/operator(203). The developer/operator confirms a question related to the service(204). The question is transmitted to the notice board(207). The developer/operator makes out a response to the user on the board classified by services(205). A response mail is promptly transmitted to the user(206).

Description

Apparatus And Method For Question / Answer In Customer Support System}

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a question / answer device in a customer support system, a method and a computer readable recording medium having recorded thereon a program for realizing the method.

In general, when an Internet user makes a query / suggestion on the web, it is stored in the service bulletin board, and the webmaster sends an e-mail with a response.

However, it is not easy to meet user feedback quickly and in detail about exploding users' queries / suggestions.

In addition, portal sites that have a large amount of content are delaying the construction of a user satisfaction interface that struggles for one minute and one second because they spend a lot of time answering these questions / suggestions with a small number of users.

In other words, the web services provided by the Internet are almost moved to the concept of portal services, and in the present situation in which various services are provided, it is difficult to quickly receive user feedback.

As described above, the conventional user query / response processing system has many-to-many responses that are difficult to respond quickly to a user's desired answer. Implement an inefficient response system that responds indiscriminately regardless of the service in charge.

Therefore, in the conventional technology as described above, since the operation manager responsible for the user's feedback is responsible for answering all items of the user's query / suggestions that are not systematically classified, in terms of quality and speed of the response contents naturally. There is a problem that it does not have an advantage.

The present invention has been made in order to solve the above problems, the query / suggestion presented online is stored in the service bulletin board for each specific service item and at the same time to send a response request mail to the corresponding development / operator to build a rapid user feedback system It is an object of the present invention to provide a computer-readable recording medium storing a question / answer device in a customer support system and a method thereof and a program for realizing the method.

1 is a block diagram of an embodiment of a query / answer device in a customer support system according to the present invention;

2 is a flowchart illustrating one embodiment of a question / answer method in a customer support system according to the present invention;

Explanation of symbols on the main parts of the drawings

110: user input unit 120: storage and processing unit

130: response processing unit 140: user

In order to achieve the above object, the present invention provides a query / answer device in a customer support system, comprising: user input means for allowing a user to input a query / suggestion related to a service being provided; Storage and processing means for storing the inputted query / suggestion by category in a service bulletin board and sending a response request mail to a service developer / operator related to the query / suggestion; And an answer processing means for receiving an answer request mail for the query / suggestion to the developer / operator, and transmitting the developer / operator's answer to the user.

In addition, the present invention provides a question / answer method applied to a question / answer device in a customer support system, comprising: a first step of allowing a user to input a question / suggestion related to a service being provided; A second step of storing the inputted query / suggestion by category in the bulletin board of the service and sending a response request mail to a service developer / operator related to the query / suggestion; And a third step of transmitting, to the user, the contents of the response written by the developer / operator who received the response request mail for the query / suggestion.

In addition, the present invention provides a first function for allowing a user to input a query / suggestion related to a service being provided to a customer support system having a large capacity processor in response to a user's query; A second function of storing the inputted query / suggestion by category in the bulletin board of the service and sending a response request mail to a service developer / operator related to the query / suggest; And a computer readable recording medium having recorded thereon a program for realizing a third function of transmitting, to the user, an answer written by the developer / operator who has received an answer request mail for the question / suggestion.

In the present invention, when a user makes an inquiry / suggestion about a corresponding service while using a related service of a corresponding site, a developer / operator receives a response request mail, and when an answer is written in an internal bulletin board, an answer to the first query / suggestor immediately This paper proposes a method that can be efficiently transmitted / processed in terms of customer satisfaction service operation management.

To this end, the present invention is to automatically classify the query / suggestion required by the user on the basis of the relevant service items, and to develop / operate the relevant service to automatically send a response request mail to the developer / operator in charge of the service Provide a system for responding in good faith and quickly based on knowledge.

At the same time, the user's queries / suggestions are classified and stored in the internal board managed by the developer / operator. When the developer / operator who receives the mail sends a response mail to the user's query / suggestion, the internal board displays the query / Proposal List The next item is automatically moved and saved so that you can easily check the outstanding queries / lists.

If a user incorrectly inputs another service-related question / suggestion on a service-related question / suggestion screen, the query / suggestion is moved to the corresponding board so that the administrator of the bulletin board can process the reply. As a result, users can quickly and efficiently respond to queries / suggestions.

Hereinafter, a preferred embodiment according to the present invention will be described in detail with reference to FIGS.

1 is a block diagram of an embodiment of a query / answer device in a customer support system according to the present invention.

As shown in the figure, the query / response device in the customer support system according to the present invention includes a user input unit 110 and an input query / suggestion for allowing a user 140 to make a query / suggestion related to a service being provided. The storage and processing unit 120 to move the classification by date on the bulletin board of the service, to send a response request mail to the service developer / operator related to this content, and to match the received response with the user's query / suggestion, and to store Receives a response request mail for the related query / suggestion of the service and delivers it to the development manager. When the development manager responds, the response is sent to the initial query / suggestor, and the above message is stored to match and store the answer / user's query / suggestion on the bulletin board. The processor 120 also includes an answer processor 130 that transmits an answer.

At this time, the user 140 who is not familiar with the user query / suggestion interface incorrectly inputs a service-related query / suggestion through the user input unit 110 and passes through the storage and processing unit 120 to answer the processing unit ( 130), the developer / operator who receives the response request message delivers the query / suggestion to the developer / operator in charge of the user's query / suggestion, and the developer / operator who received the question / suggestion writes the answer to the user. To 140.

2 is a flowchart illustrating an embodiment of a question / answer method in a customer support system according to the present invention.

When the user 140 inputs a query / suggestion on the corresponding service screen while using the service (201), the storage and processing unit 120 sorts the contents of the query / suggestion by date (Sorting, Listing) in the manager of the service. Stored in the bulletin board (202).

At the same time, the storage and processing unit 120 transmits a response request mail to the developer / operator of the service (203), and in response, the developer / operator writes an answer to the service user in an internal bulletin board classified by service (204, 205). The reply mail is immediately sent to the user (206).

In this case, there may be a case in which the user 140 incorrectly inputs a query for the service B on the A board. In this case, the service B query is recognized as the service A query, and a response request mail is transmitted to the developer / operator A. .

The developer / operator A confirms that the query is for the service B (204), and automatically transfers the message from the A board to the B board (207). When the development / operator B writes a response in the service B bulletin board for the service B query thus moved (205), the user who incorrectly inputs the first service B query in the service B bulletin board receives the correct and correct answer (206). .

The present invention described above is capable of various substitutions, modifications, and changes without departing from the spirit of the present invention for those skilled in the art to which the present invention pertains, and the above-described embodiments and accompanying It is not limited to the drawing.

Operation management system related to the customer question / response of the present invention as described above, because it can quickly and accurately cope with user feedback, it is possible to instill a wide range of confidence to the user to secure a large number of potential users in the virtual space Excellent effect.

Claims (7)

In the question / answer device in the customer support system, User input means for allowing a user to input a query / suggestion related to the service being provided; Storage and processing means for storing the inputted query / suggestion by category in a service bulletin board and sending a response request mail to a service developer / operator related to the query / suggestion; And Answer processing means for receiving the response request mail for the query / proposal to the development / operator, and transmits the development / operator's response to the user Question / answer device comprising a. The method of claim 1, The storage and processing means, And a function of receiving the contents of the answer from the answer processing means and matching and storing the query / suggestion. The method according to claim 1 or 2, The answer processing means, If the developer / operator who has received the response request mail for the query / suggestion is a developer / operator of a service not related to the query / suggestion, the query / suggestion is made to the developer / operator of the service related to the query / suggestion. An inquiry / answering device, characterized in that it further performs the function of forwarding. In the question / answer method applied to the question / answer device in the customer support system, A first step of allowing a user to input a query / suggestion related to a service being provided; A second step of storing the inputted query / suggestion by category in the bulletin board of the service and sending a response request mail to a service developer / operator related to the query / suggestion; And A third step of transmitting, to the user, an answer written by the developer / operator who has received an answer request mail for the query / suggestion; Question / answer method comprising a. The method of claim 4, wherein If the developer / operator who has received the response request mail for the query / suggestion is a developer / operator of a service not related to the query / suggestion, the query / suggestion is made to the developer / operator of the service related to the query / suggestion. 4th step to deliver Question / answer method further comprising. The method according to claim 4 or 5, A fifth step of matching and storing the answer contents with the query / suggestion Question / answer method further comprising. In order to respond to a user's query, the customer support system equipped with a large processor, A first function for allowing a user to input a query / suggestion related to the service being provided; A second function of storing the inputted query / suggestion by category in the bulletin board of the service and sending a response request mail to a service developer / operator related to the query / suggest; And A third function of transmitting, to the user, an answer written by the developer / operator who has received an answer request mail for the query / suggestion; A computer-readable recording medium having recorded thereon a program for realizing this.