JP2001273413A - System and method for mediating sales - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a sales mediation system for improving the security and smoothness of a commercial transaction to be performed with a client while utilizing the HP of each of stores or enterprises opened on a network. SOLUTION: This system is provided with a server 11 having article information, sales mediating means 13 capable of performing sales mediation work based on the article information by accessing the server 11, information managing means 12 capable of managing the article information by accessing the server 11 and access method disclosing means, which is provided on the network, disclosing the method of access to the sales mediating means 13.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a sales intermediary system and a sales intermediation method which can be interposed between a customer and a store / company, etc. to realize smooth and promote sales operations and the like.

[0002]

2. Description of the Related Art In recent years, with the development and development of communication means such as the Internet, various homepages (hereinafter, referred to as "HP") have been opened on networks. It is used as a means of sales promotion for selling its own products.

[0003] Specifically, stores and companies put advertisements on various products and the like on the HP and actively transmit information on the products and the like to customers. On the other hand, when a customer finds a favorite product or the like on the HP, if there is an order or a question or the like regarding the product or the like, the customer directly asks a question to the store or company using an e-mail or the like. ing. After several exchanges of e-mail, etc., between the customer and the store / company, etc.
The order is confirmed, and then the product is sent out.

[0004]

However, the above-mentioned prior art has the following problems.

[0005] In the conventional business transaction on a network, as described above, the exchange (ordering, inquiry, etc.) is mainly performed only by e-mail, and sufficient service cannot be provided only by e-mail. There is a problem. For example, in the past, customers would directly contact a store / company etc. with questions, etc.
Since companies and the like have various tasks other than responding to such questions and the like, it is difficult to respond to questions and the like by e-mail in real time. Also, when trying to confirm each other's intention by e-mail, if syntax (if ~) must be used, input when performing e-mail is troublesome,
The input amount is also a huge amount. Also, inputting a sentence by e-mail is a very complicated task for those who are not used to keyboards. Further, there is a problem that "exchange of e-mail" is too different from the customs of the customer in the past, so that there is no real feeling and there is confusion.

[0006] Further, according to information on the website of a store or the like and an electronic mail based on the information, a trouble in the security system and a trouble due to misunderstanding of each other (between the store / company and the customer) are caused. There is a problem that it is easy to occur. For example, the customer does not read all the websites of shops etc., so fine characters on the websites (for example, "Please note that we will not contact you when products are sold out." Etc.) are easy to overlook, which can lead to misunderstandings and problems.

Therefore, the present invention has been made to solve the above-mentioned problems relating to the conventional technology, and is performed between a customer and a customer while using HP of each store / company established on a network. It is an object of the present invention to provide a sales mediation system and a sales mediation method that improve the security and smoothness of a business transaction to be performed.

[0008]

That is, a sales intermediary system according to the present invention for solving the above-mentioned problems includes a server having merchandise information and a sales intermediary service based on the merchandise information by accessing the server. And an information management means capable of accessing the server to manage the product information, and a method for accessing the sales mediation means provided on a network. Access method disclosing means.

According to the sales intermediation means according to the present invention, the access method disclosing means is written on the HP of each store / company established on the network, and the customer sees the access method disclosing means, The sales mediation means will be used. At this time, the customer and the sales mediation means perform a business transaction mainly using a telephone. Therefore, according to the sales intermediation means according to the present invention, the sales intermediation which improves the safety and smoothness of the business transaction performed with the customer while using the HP of each store / company established on the network. The system can be realized.

[0010] In the sales mediation system according to the present invention, the sales mediation means is configured using a first client connected to the server, and the first client transmits the merchandise information to the merchandise information. Preferably, it is possible to perform product information search and order reception on the basis of the product information, and to transmit the information on the order reception from the sales mediation means to the information management means.

Further, in the sales mediation system according to the present invention, the sales mediation means is constituted by using a plurality of first clients connected to the server, and each first client is provided with an appropriate A configuration that is provided separately at locations is preferable. Here, "the right place"
This is a city or the like where product orders are likely to be concentrated, for example, an urban area such as Osaka or Tokyo.

[0012] In the sales mediation system according to the present invention, the information management means is configured by using a second client connected to the server, and the second client transmits the product information by the second client. Registration, renewal,
A configuration capable of performing deletion or the like is preferable.

[0013] In the sales mediation system according to the present invention, when information for accepting a product order based on the product information is sent from the sales mediation means to the information management means, It is preferable that the product is shipped via a means.

[0014] In the sales mediation system according to the present invention, it is preferable that the access method disclosing means is provided on each homepage of a plurality of stores and companies forming the information managing means.

[0015] In the sales mediation system according to the present invention, it is preferable that at least one of a telephone number and a mail address of the sales mediation means is described in the access method disclosing means.

In the sales mediation system according to the present invention, an overseas mediation means is provided between the sales mediation means and an overseas customer, and the overseas mediation means uses a home page of the information management means. It is preferable that the processing for overseas and the processing for the overseas customers are performed. Conventionally, H of each store etc. on the network
In the state where P is established, even if there is access from overseas customers, most of the HP of each store etc. is created only in Japanese, so exchanges with overseas customers are rare. Yes, even if there is an exchange, there is a problem that it is difficult to smoothly exchange orders, questions, and the like. However, according to the sales intermediary system according to the present invention described above, by having the overseas intermediary means, it is possible to improve the safety and smoothness of commercial transactions performed with overseas customers.

Further, a sales mediation method according to the present invention for solving the above-mentioned problems accesses information about a product and a sales mediation means for mediating the sale of the product using a homepage established by a store or a company. Publishing access information for the customer, the customer accessing the sales mediation means based on the information on the product and the access information, the sales mediation means accessing a server having product information, A step of mediating the sale of the product while responding to the customer.

Further, in the sales mediation method according to the present invention, it is preferable that the access information is at least one of a telephone number and a mail address of the sales mediation means.

Further, in the sales mediation method according to the present invention, the sales mediation means is configured using a first client connected to the server, and an operator who can operate the first client includes: A configuration corresponding to a telephone call from the customer is preferable.

Further, in the sales mediation method according to the present invention, when the customer accesses the sales mediation means, the customer transmits information including the customer's own telephone number to the sales mediation means. Then, at the stage where the sales mediation means performs the sales mediation or the like, an operator constituting the sales mediation means calls the customer based on the customer's own telephone number, and responds to the customer while the product It is preferable that the configuration be such as to perform sales mediation or the like. Here, as the information other than the telephone number in the “information including the telephone number”, for example, the address information of the HP (displayed on the display) of the customer (U
RL), information for specifying the product selected by the customer, question information for the product, etc. (stock confirmation, etc.), and various information requested by the customer. The transmission of such information is performed by various icons provided on the HP (for example, icons such as “stock check” and “delivery date check”).
The HP is configured so that it can be executed by clicking or pressing a button on the keyboard corresponding to the icon or the like.

[0021]

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

FIG. 1 is a block diagram showing a sales mediation system according to an embodiment of the present invention. As shown in FIG. 1, the sales mediation system according to the present embodiment includes a server 11 having merchandise information, and a sales intermediation unit 13 capable of accessing the server 11 and performing a sales intermediation business based on the merchandise information. , Access to the server to manage product information (eg, registration, update, change, deletion, etc. of product information)
And a method for accessing the sales mediation means 13 provided on a network with a store and a company (hereinafter referred to as a “shop or the like”) constituting the information management means 12 capable of performing And an access method disclosing means for disclosing the information.

The server 11 in FIG. 1 includes a plurality of first clients (not shown) constituting the sales mediation means 13.
Connected to be accessible. The first client is, for example, a computer (hereinafter, referred to as a “PC”) provided with software that accesses the server 11 and makes it possible to obtain necessary product information from the server 11. The server 11 is connected to a plurality of second clients (not shown) constituting the information management unit 12 so as to be accessible. As the second client, for example, a PC equipped with software that accesses the server 11 and enables the server to manage necessary product information (eg, register, update, change, delete, etc., the product information) Is raised.

The information management means 12 comprises a plurality of stores 12a to 12e and a second client or the like of each store 12a to 12e (or its agent). Then, in the stores 12a to 12e, registration, update, change, deletion, etc. of the product information are performed using each second client. For example, a screen 21 as shown in FIG. 2 is displayed on the second client, and registration, update, change, deletion, etc. of product information (hereinafter referred to as “product information management”) are performed on the screen 21. Do. The management of the product information may be performed by rewriting the information of the server 11 while the server 11 and the second client are connected, or the product information may be stored in advance by the second client. After rewriting, the server 11 may be connected to the second client, and the second client may transmit the product information to the server 11. In addition, the management of the product information is configured such that an input to the product information input unit 23 is possible through an appropriate information input to the input unit 22 such as a password.

The sales mediation means 13 is composed of a plurality of operators 13a to 13e and a first client or the like which can be operated by each of the operators 13a to 13e. It is preferable that the plurality 13a to 13e are provided separately at appropriate locations. Here, the “appropriate place” is a city or the like where questions and orders related to products are likely to be concentrated, for example, urban areas such as Osaka and Tokyo. The number of operators 13a to 13e in FIG. 1 and the number of first clients are determined as necessary. This multiple operators 1
In 3a to 13e, based on the product information in the server 11 obtained using the first client, responses to questions and orders from customers (general users) 14,
16 is performed. For example, when a question or the like 15 is received from the customer 14, a screen 31 as shown in FIG. 3 is displayed on the first client accessing the server 11, and the customer 14 is displayed based on the product information on the screen 31. (A question 15 from the customer 14 is received, and the question 15
(Response 16 is performed.) In addition, when an order is received from the customer 14, the first client accessing the server 11 displays a screen 41 as shown in FIG. And sends the information to the stores 12a to 12e constituting the information management means 12 (ordering the goods 17).

Next, the sales mediation system and the sales mediation method according to the present embodiment centered on the server 11, the information management means 12, the sales mediation means 13, and the like described above will be described in further detail.

In the sales mediation system according to the present embodiment, the customer is configured to obtain information (product type, price, etc.) on the product from the HP opened by the stores 12a to 12e on the network. . For example, by viewing one screen 51 of the HP as shown in FIG.
4, 55 are configured to be recognizable.

In this embodiment, the HP
A method for accessing the sales mediation means 13 (and a mail center (hereinafter simply referred to as a “mail center”) 18 provided in or in parallel with the sales mediation means 13) is disclosed on the screen 51 of FIG. Provided access method disclosure means 56 is provided. The operator waiting at the mail center 18 also has a client or the like composed of a PC so that the product information of the server 11 can be accessed. Further, specifically, in the access method disclosing means 56, a telephone number for accessing the sales mediation means 13 and an e-mail address for accessing the mail center 18 are described. It is not merely described, but is configured to activate a customer's mailer, for example, by clicking on a predetermined part).

When the customer who sees the HP screen 51 as shown in FIG. 5 has a question or the like 15 about the displayed products 52 and 53, based on the access method disclosing means 56 described above, the customer Access the sales mediation means 13. At this time, toll-free (registered trademark) is described in the access method disclosing means 56, and in the present embodiment, the operator located in the area closest to the customer is called according to the area of the customer making the call. The phone is configured to connect.

Then, this operator causes the client to display the screen 31 described in FIG. 3 in order to give an appropriate response 16 to the customer's question 15 or the like. The operator according to the present embodiment inputs information 32 such as a store number, a store name, a product number, and a product name on a screen 31, so that the stock, delivery date, payment method, and the like according to the information 32 such as the product name Can be accessed. That is, the operator gives an appropriate reply 16 to the customer's question 15 based on the product information 33. When the customer 14 asks the mail center 18 about a question 15 'using an electronic mail, the mail center 18 which forms a part of the sales mediation means 13 is connected to the sales mediation means 1 described above.
Performs substantially the same function as 3.

When an order from the customer 14 is received by the sales mediation means 13 (or the mail center 18), the sales mediation means 13 displays the screen described in FIG. 41 is displayed on the client. The operator according to the present embodiment inputs order information 42 such as a customer registration number, a member name (customer name), a product name, and a payment method on a screen 41, and transmits these information to each store or the like. I do. Each store prepares necessary products based on the order information 42. In addition, this order information 42
Is transmitted, the inventory status of the product or the like changes. Therefore, in such a case (when a change or the like occurs due to other factors), each store or the like causes the client to display the screen 21 described in FIG. 2 and updates or deletes the product information (the product information). Management).

Further, the operator constituting the sales mediation means 13 and the like transmits the order information 42 to each store and the like, and based on the order information 42, the contract delivery center 9
Also contact 1 (telephone or e-mail). Then, the contract delivery center 91 having received the information goes to each store or the like to pick up the product 92, and the product is delivered to the customer 14 by the contract delivery center 91 (the product is sent 93).

Since the sales mediation system according to the present embodiment is configured as described above, the following effects can be obtained.

That is, in the sales mediation system according to the present embodiment, an unspecified number of customers 14 and shops 12a
With the intermediary of the sales intermediary means 13 to 12e, commercial transactions on the network can be performed easily and safely. In addition, it leads to improvement of services for customers such as stores, and network commerce can be activated. Specifically, according to the sales mediation system according to the present embodiment, since the operator constituting the sales mediation means 13 responds to the customer 14 by means such as a telephone, the communication with the customer 14 can be more easily and easily communicated. It can be done reliably. Also, according to this sales mediation system, a telephone or the like (a telephone or the like generally used conventionally)
Therefore, even a person who is unfamiliar with the keyboard can easily perform business transactions.
In this embodiment, a telephone and the like have been described. However, the present invention is not limited to this configuration.
X may be configured to be accessible. Also,
Since the operator directly communicates with the customer 14 (by telephone or the like), the customer 14 specifies the partner who is doing business (specification by the operator saying "I, OO has accepted"). It is possible to reduce the probability of occurrence of a crime. Also, for similar reasons,
Troubles on the security system and troubles caused by mutual misunderstandings (between the shop / company and the customer) are less likely to occur. Further, according to the sales mediation system according to the present embodiment, the sales mediation means 13 responds to a question or the like from the customer 14 in real time without directly contacting the shop or company with the question or the like from the customer. With such a configuration, it is possible to improve service for customers and activate network commerce.

In addition, in the sales intermediary system according to the present embodiment, each operator is arranged in various places, and the operator who has the lowest charge is selected for an area where the customer 14 makes a free call. It is configured to be. Therefore, even in the case of providing a free-dial service (an incoming call telephone service), it is possible to keep costs low. Further, by arranging the operators in various places, concentration of telephone calls can be eased.

As described above, in the present embodiment, a specific commercial transaction has been described in principle using a telephone. However, the present invention is not limited to this configuration. As shown in FIG. 1, "response by telephone" may be performed, and an electronic mail may be used (a mail center may be provided). Even in such a case, it is preferable to use the sales mediation system according to the present invention because it is possible to solve various problems of shops and companies.
In some cases, it is preferable to ask a detailed question using an electronic mail. For example, this e-mail center always has staff members to answer questions such as customers.
It is configured to reply within 0 minutes (that is, a reply to a question or the like is sent by e-mail from the mail center to the customer within a predetermined time). Specifically, for example, the staff of the mail center employs a three-shift system, and the available time at the mail center is set to 24 hours. Then, as staff members to be assigned, those who are good at each of these fields are assigned for each of the broadly divided genres. This mail center is centralized in Japan (multiple locations may be provided if necessary). Overseas, staff who are familiar with the language and business customs of each country or region are assigned to each country or region. , Where appropriate. That is, the present embodiment is configured to perform reception, transmission, and the like of mail by arranging staff who are familiar with specialized knowledge, business practices, and the like at mail centers provided in these countries and overseas. .

If such a mail center is provided, it becomes possible for a customer or the like to obtain necessary information within a predetermined time, which leads to an improvement in service to the customer and activation of network commerce. Can be.
In addition, since each store or the like often lacks a quick response system due to problems such as personnel and time, according to the present embodiment, this gap is filled and the response of the customer or the like is performed in real time (or in real time). (At close intervals), it is possible to improve service to customers. Also, when the mail center receives the order, as described above, it communicates with the contract delivery center (for example, connects the mail center and the contract delivery center via an online line and makes a contact), The contract delivery center goes to a store or the like to pick up the product, and delivers the product to the customer. Therefore, the store or the like only needs to prepare the product without particularly arranging the delivery and the like, and according to the present embodiment, it is possible to save the trouble of the store and the like and perform the efficient delivery and the like. . Further, the networking of the delivery and the like also reduces the occurrence of troubles.

Further, the sales brokerage system according to the present embodiment described above has been described with respect to the case where the system is performed by either "correspondence by telephone" or "correspondence by e-mail". However, the present invention is not limited to this configuration. The advantage of "telephone response" and "email response"
May be configured as a system having the advantages of the above.
For example, not only a telephone number and an e-mail address but also an icon relating to a “callback system” (this icon is also a part of the access method disclosing means) is provided on the access method disclosing means on each HP opened by a store or the like. You may. Here, the “callback system” refers to a stage in which a customer inputs predetermined items (customer's own telephone number, etc.) on the currently displayed HP and clicks a predetermined icon. A step of automatically detecting necessary information from the server based on the transmitted customer's telephone number and the address of the HP, etc., and informing the operator (a client operating the same) of the information; and the operator calling the customer based on the information. And answering questions and receiving orders. Further, the “callback system” is not limited to the configuration described above. Therefore, for example, when the customer calls the operator constituting the sales intermediary means and all the operators are busy, the server automatically records the customer's telephone number and “ A message such as "I will call back later." Is sent to the customer, and within a predetermined time (for example, 30 minutes), the operator may call the customer again and perform various actions.

If the above-mentioned "callback system" is realized by using the components constituting the sales mediation system according to the present embodiment, the following effects can be obtained. In other words, even during times when calls are concentrated, the user can be notified of his / her contact information without being disturbed by talking on the phone, etc. It is possible to do. In addition, since the user can input a telephone number and click only a predetermined icon, even a customer unfamiliar with the operation of a keyboard or the like can easily use the system without feeling uncomfortable. Furthermore, the number of operators can be reduced, and the operator can make a phone call to the customer after grasping the customer's request in advance and preparing necessary materials. Time and stress can be reduced.

Further, the sales mediation system according to the present embodiment can appropriately deal with overseas customers as needed. FIG. 6 shows a block diagram of a sales mediation system configured to handle overseas customers. FIG.
As shown in (1), when dealing with an overseas customer 60, the sales mediation system according to the present embodiment has an overseas mediation means (overseas receiving / transmission center, overseas mail center, etc.) 61 for the overseas customer 60. I have. This overseas mediation means 6
In 1, mainly, a work 62 for converting the HP of each store or the like into an HP for overseas, a work 63 for responding to a question, an order, and the like from the overseas customer 60 are performed. As an operator constituting the overseas mediation means 61, human resources who can operate a required foreign language and are familiar with the business customs of the country or region are arranged. Overseas,
In addition to troubles caused by differences in languages, troubles caused by differences in business practices also occur relatively frequently. Therefore, as described above, it is preferable that the operator constituting the overseas mediation means 61 according to the present embodiment is a person who is familiar with the business customs of the country or region. Overseas mediation means 6
1 is opened to overseas customers 60 as a search system 64 for countries around the world.
Then, the overseas customer 60 who is interested in the product or the like by looking at the search system accesses the overseas intermediary means 61 by telephone or e-mail to make a question and order. Here, when the overseas intermediary means 61 responds to the overseas customer 60, various responses are made using the server (see FIG. 1) having the product information, as in the case of Japan. The overseas mediation means 61 and the server may be connected directly or via the sales mediation means 13. That is, the connection may be made by any dedicated line or on the Internet. Note that the flow after the sales intermediary vertical section 13, the mail center 18, and the contract delivery center 91 in FIG. 6 is the same as that described in FIG.

The foreign mediation means 61 constructed as described above
The following effects can be obtained with a sales mediation system having That is, in the configuration as shown in FIG. 6, by interposing the overseas mediation means 61 with the overseas customer 60, the domestic system (see FIG. 1) can be effectively used, and the overseas customer can be used. It is also possible to provide the same service to domestic customers as to domestic customers. In addition, since it is possible to expand business transactions with overseas customers at each store, etc. without special staff, it is necessary to further promote product sales etc. while expanding globally Can be.

In this embodiment, the case where the server, the first client, the second client, and the like are on the Internet (see FIG. 1) has been described, but the present invention is not limited to this configuration. Instead, the server and each client or the like may be connected so as to be accessible by a dedicated line as needed.

[0043]

As described above, according to the present invention, the security and smoothness of commercial transactions with customers are improved while utilizing the HP of each store / company established on the network. A sales mediation system and a sales mediation method can be obtained.

[Brief description of the drawings]

FIG. 1 is a block diagram of a sales mediation system according to an embodiment of the present invention.

FIG. 2 is an exemplary view showing one screen of a client constituting information management means of the sales mediation system according to the embodiment;

FIG. 3 is a screen (a product information screen) of a client that constitutes a sales mediation unit of the sales mediation system according to the present embodiment.
Figure showing

FIG. 4 is a screen (order information screen) of a client constituting a sales mediation unit of the sales mediation system according to the embodiment.
Figure showing

FIG. 5 is an exemplary view showing one screen of an HP in which an access method disclosure unit of the sales mediation system according to the embodiment is described.

FIG. 6 is a block diagram of a case where the sales intermediation system according to the embodiment of the present invention is formed to accommodate overseas customers;

[Explanation of symbols]

11 ... Server, 12 ... Information management means, 13 ... Sales intermediation means, 14 ... General user (customer), 18 ... Mail center, 60 ... Overseas customers, 61 ... Overseas intermediation means

Claims (12)

[Claims] 1. A server having merchandise information, a sales intermediation means capable of accessing the server and performing a sales intermediation business based on the merchandise information, and managing the merchandise information by accessing the server. A sales mediation system, comprising: an information management means that can be performed; and an access method disclosing means provided on a network and disclosing an access method to the sales mediation means. 2. The sales mediation means is configured by using a first client connected to the server, and the first client retrieves product information based on the product information and receives an order related to the product. 2. The sales mediation system according to claim 1, wherein the information on the order reception is sent from the sales mediation means to the information management means. 3. The method according to claim 1, wherein the sales mediation means is configured by using a plurality of first clients connected to the server, and each of the first clients is distributed and provided at an appropriate place. Item 3. The sales mediation system according to item 1 or 2. 4. The information management means is configured by using a second client connected to the server, and the second client registers the product information,
The sales intermediary system according to claim 1, wherein the sales mediation system can perform updating, deletion, and the like. 5. When the information of the order acceptance of a product based on the product information is sent from the sales mediation unit to the information management unit, the shipment of the product is performed via the information management unit. The sales mediation system according to claim 4, which is performed. 6. The sales mediation system according to claim 1, wherein said access method disclosing means is provided on each homepage of a plurality of shops and companies forming said information managing means. . 7. The sales mediation system according to claim 6, wherein at least one of a telephone number and a mail address of said sales mediation means is described in said access method disclosing means. 8. An overseas intermediation means is provided between the sales intermediation means and an overseas customer. The overseas intermediation means processes a homepage of the information management means for overseas, and The sales mediation system according to any one of claims 1 to 7, wherein a response to a customer is performed. 9. A step of publishing information on a product and access information for accessing a sales mediation means for mediating sales of the product using a homepage established by a store / company, etc .; A step in which the customer accesses the sales mediation means based on the access information, and a step in which the sales mediation means accesses a server having product information to perform sales mediation of the product while responding to the customer. A sales intermediation method characterized by comprising: 10. The sales mediation method according to claim 9, wherein the access information is at least one of a telephone number and a mail address of the sales mediation means. 11. The sales mediation means is configured using a first client connected to the server, and an operator who can operate the first client responds to a call from the customer. 10. The sales mediation method according to 10. 12. When the customer accesses the sales mediation means, the customer transmits information including the customer's own telephone number to the sales mediation means, and the sales mediation means transmits the information to the sales mediation means. In the stage of performing
10. The sales intermediation method according to claim 9, wherein an operator constituting the sales intermediation means calls the customer based on the telephone number of the customer and performs sales intermediation of the product while responding to the customer.