JP2003067626A - Call center system, advertisement information distribution method and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To enable even a browser phone user who is inexperienced in the Internet to easily specify and access an URL (user requirement language). SOLUTION: A call center system 1 capable of mutual communication with a browser phone 2 through a network is provided with a customer data base 13, an operator terminal 11 capable of voice communication with the browser phone 2 for registering a mail address taken from the user of the browser phone 2 and inputted by an operator to the customer data base 13 and a server system 12 for providing a plurality of web pages on the network. At the time of registering the mail address, the operator terminal 11 sends out a request for transmission of advertisement information specified by the operator to the registered mail address. Corresponding to the request, the server system 12 transmits the specified advertisement information and the address of the web page relating to it to the registered mail address in a prescribed mail form.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a call center system and an advertisement information distribution method for providing a customer with information on products, services, events and the like, and a program for executing such advertisement distribution.

[0002]

2. Description of the Related Art As is well known, a call center provides an operator with necessary information in response to a telephone inquiry from a customer. However, it is not possible to effectively convey images of products, services, sales expansion events, etc. simply by transmitting information by such a voice call.

Therefore, a call center system corresponding to the Internet has been proposed and realized, which can provide necessary information to customers on the Internet. In this Internet compatible call center system, a customer can obtain desired product information by accessing a Web page provided on the Internet by a Web server provided on the call center side from his / her own terminal. Recently, there has been a browser equipped with a browser capable of browsing Web pages on the Internet so that access can be made from a mobile phone called a browser phone, and the convenience is further enhanced.

While it is expected that the number of browser phone users will rapidly increase in the future, many browser phone users still use the browser phone only to the extent of using email in addition to voice calls. When calling a company's call center for product / service information, the initial call is often a voice call. In such a case, the browser phone user must provide the necessary information and website URL.
Is directly obtained from the operator, or the one in which the information is described is received by FAX or mail, and the obtained URL is designated on the browser phone to access the information as necessary.

[0005]

The use of the mobile Internet using a browser phone is still complicated for those who have no knowledge of the Internet, and
The task of inputting the URL of a website into a browser phone is troublesome even for a person who is used to it. In the conventional call center system, browser phone users use We
When accessing the b site, the acquired URL was input on the browser phone each time, so it could not be said to be convenient for browser phone users unfamiliar with the Internet. It was

[0006] In addition, browser phone users have a desire to periodically distribute their favorite information. However, there has never been a system that can regularly deliver preference information to browser phone users who are unfamiliar with the Internet as described above, and its development has been strongly desired.

[0007] It should be noted that as a device capable of distributing the user's favorite information, a product using software called a taste engine capable of managing the purchase history and analyzing the customer's favorite information has been developed. Has been
Such a preference engine has a complicated logic, a large amount of development cost is required, and in some cases, new equipment needs to be introduced, which is disadvantageous in terms of cost.

An object of the present invention is to solve the above problems and to enable a browser phone user who is unfamiliar with the Internet to easily specify a URL to access the call center system and advertisement information distribution method. It is to provide a program for realizing such advertisement distribution.

A further object of the present invention is to provide a low cost call center system and advertisement information distribution method capable of distributing preference information even to browser phone users unfamiliar with the Internet, and further such advertisement. It is to provide a program for realizing distribution.

[0010]

In order to achieve the above object, a call center system of the present invention is a call center system capable of mutually communicating with a portable terminal equipped with a browser via a network and a customer database. , A voice call is possible with the mobile terminal, an operator terminal that inputs an e-mail address heard by a user of the mobile terminal, which is input by an operator, into the customer database, and different advertising information are posted. A server system for providing a plurality of Web pages on the network, wherein the operator terminal transmits advertisement information designated by the operator to the registered mail address when registering the mail address. Sends a request to the server system, the server system In response to the transmission request from the operator terminal, the designated advertisement information and the address of the Web page related to the designated advertisement information among the plurality of Web pages are stored in the customer database when the email address is registered. It is characterized in that it is configured to send in a predetermined mail format to the mail address registered in.

In the above case, the operator terminal stores the first table, which is associated with the e-mail addresses input by the operator and heard from the users of the plurality of mobile terminals, and the specific information for specifying the plurality of mobile terminals. When registered in the customer database and the server system accesses any of the plurality of Web pages from the plurality of mobile terminals, the server acquires the specific information obtained from the access log information and the access. A second table in which the address of the Web page and its access count are associated with each other is registered in the customer database, and the access count in the second table registered in the customer database is checked periodically to access the access count. If the number of times exceeds the specified number, the email address of the mobile terminal is added. Based on the specific information, the first table is searched and acquired, and the acquired mail address includes preference information related to posted information of Web pages exceeding the predetermined number of times and the plurality of Web pages. May be configured to transmit the address of the web page related to the preference information.

According to the advertisement information distribution method of the present invention, a customer database, an operator terminal capable of voice communication with a mobile terminal equipped with a browser, and mutual communication with the mobile terminal via a network. A method for distributing advertisement information performed in a call center system having a server system, wherein the server system provides a plurality of Web pages on which different advertisement information is posted on the network, and the operator. The terminal registers an email address, which is input by the operator and heard from the user of the mobile terminal, in the customer database, and at the time of registering the email address, an advertisement designated by the operator in the registered email address. The server system sends a request to send information A second step of sending, and the server system, in response to a transmission request from the operator terminal, the designated advertisement information and a Web page related to the designated advertisement information of the plurality of Web pages. And a third step of transmitting the address in the predetermined mail format to the mail address registered in the customer database when the mail address is registered.

In the above case, the operator terminal stores the first table in which the e-mail addresses input by the operator and heard from the users of the plurality of mobile terminals are associated with the specific information for specifying the plurality of mobile terminals. A fourth step of registering in a customer database; the server system, when the plurality of mobile terminals accesses any of a plurality of Web pages, the specific information obtained from log information of the access; A second table in which the address of the accessed Web page and the access count are associated is registered in the customer database, and the access count in the second table registered in the customer database is periodically registered. Check the mobile terminal whose number of accesses exceeds a predetermined number and specify the Based on the information, the first table is searched to acquire the mail address of the mobile terminal, and the acquired mail address includes the preference information and the plurality of pieces of preference information related to the posting information of the Web page that has exceeded the predetermined number of times. W
The fifth step of transmitting the address of the Web page related to the preference information of the eb page may be further included.

The program of the present invention includes a customer database, an operator terminal capable of voice communication with a portable terminal equipped with a browser, and a server system capable of mutually communicating with the portable terminal via a network. A program used in a call center system having a plurality of Ws each displaying different advertisement information.
The first processing for providing the eb page on the network is executed by the computer of the server system, and the mail address heard by the user of the mobile terminal, which is input by the operator, is registered in the customer database, and When registering a mail address, the computer of the operator terminal is caused to execute a second process of sending to the server system a request to send the advertisement information designated by the operator to the registered mail address, In response to a transmission request from the terminal, the designated advertisement information and the address of the Web page related to the designated advertisement information among the plurality of Web pages are stored in the customer database when the email address is registered. Send to the registered email address in the specified email format A third process of, characterized in that to be executed by a computer of the server system.

In the above case, the first table in which the mail addresses heard by the users of the plurality of mobile terminals and the specific information for identifying the plurality of mobile terminals, which are inputted by the operator, are respectively registered in the customer database. When the computer of the operator terminal is caused to execute the fourth processing, and any one of the plurality of Web pages is accessed from the plurality of mobile terminals, the specific information and the specific information obtained from the log information of the access A second table in which the address of the accessed Web page and its access count are associated is registered in the customer database, and the access count in the second table registered in the customer database is periodically checked. , If the number of times of access exceeds a predetermined number, the specific information Based on the above, the first table is searched to acquire the mail address of the mobile terminal, and the acquired mail address includes the preference information and the plurality of pieces of preference information related to the posting information of the Web page that has exceeded the predetermined number of times. We
You may make it the computer of a server system perform the 5th process which transmits the address of the web page relevant to the said preference information among b pages.

In the present invention as described above, by simply calling the call center and notifying the operator of his / her e-mail address, the desired information and the address of its associated Web page are sent by e-mail to his / her browser phone. Therefore, the browser phone user can access the Web page simply by designating the address received from the call center on the browser phone, and does not need to input the address character by character as in the conventional case. The telephone number of the call center is easy to remember, such as the commonly known phone number, so that the browser phone user can easily memorize it.

Further, in the present invention, the address of the accessed Web page and the number of times of access are stored for each browser phone user. For web pages that are frequently accessed, browser phone users
This means that the information on the eb page is of interest, and based on this, the preference of the browser phone user can be known. According to the present invention, the accumulated number of accesses is periodically checked, and when the number of accesses exceeds a predetermined number, the number of accesses to the browser phone user exceeds the predetermined number. Information related to the posted information on the Web page (that is, preference information) and the address of the Web page related to the information are transmitted. This allows
The browser phone user can regularly receive the preference information.

[0018]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Next, embodiments of the present invention will be described with reference to the drawings. FIG. 1 is a schematic configuration diagram of a call center system according to an embodiment of the present invention.

Referring to FIG. 1, the call center system 1 is configured to be capable of mutual communication with a browser phone 2 via a mobile network 4 and a public network 5. The main configuration of this call center system 1 is PBX (Private Branch Exc
hange) 10, operator terminal 11, server system 1
2. It consists of the customer database 13.

The PBX 10 and the operator terminal 11 are existing ones. The operator terminal 11 is a well-known computer system having a telephone function capable of notifying a calling number, and when a call arrives, the calling number of the other party to whom a connection request is made is displayed. The operator can make a voice call with the user of the browser phone 2 via the operator terminal 11. Also, the operator
When receiving an inquiry from a browser phone user, listen to the mail address from the browser phone user by voice call, and register the mail address and the calling number displayed at the time of receiving the call in the customer database 13 from the operator terminal 11. You can In this e-mail address registration, in the customer database 13, for example, a table as shown in FIG. Although only one operator terminal is shown in FIG. 1 for convenience, a plurality of operator terminals are actually installed.

The server system 12 is a CTI (Computer
Telephony Integration) server and a well-known Web server and mail server are linked.
The Web server provides a Web page on which information about products, services, events and the like is posted on a network (Internet) connected via the public network 5. The mail server can send and receive mail to and from the message transmission server 3 of the provider to which the user of the browser phone 2 subscribes.

The CTI server manages data in the customer database 13 and cooperates with the Web server to access the URL of the HP provided by the Web server from the browser phone 2 when the gateway phone server 2 is accessed. ID sent from Web server to Web server
And record the calling number in the access log. In the recording of this access log, in the customer database 13, for example, as shown in FIG. 3, a table associating the terminal ID and the calling number with the URL accessed and the number of times of access is created.

Further, the CTI server can transmit necessary information to the browser phone 2 in the form of a mail, periodically or in response to a request from the operator terminal 11, in cooperation with the mail server. The timing of this email transmission is at the time of registration of the mail address of the browser phone user and after registration. The information specified by the operator is transmitted at the time of registration, and the information preferred by the browser phone user is transmitted after registration.

(1) At the time of registration: The CTI server cooperates with the mail server to prepare information (commodities, products, etc.) prepared in advance at the mail address (table in FIG. 2) of the browser phone user registered in the customer database 13. Information specified by the operator from among services, events, etc.) is sent in the form of email.

Specifically, at the time of registering the mail address of the browser phone user, information (user, user) to be transmitted from the advertisement information (product, service, event, etc.) prepared in advance by the operator on the operator terminal 11. (Desired information) is specified and a message indicating that the specified advertisement information is to be sent by mail to the registered mail address is sent from the operator terminal 11 to the server system 12. In the server system 12, in response to a transmission request from the operator terminal 11, the designated advertisement information and the address of the Web page related to the designated advertisement information are registered in the customer database 13 at the time of registering the mail address. Send to the email address in the specified email format. The information to be transmitted is stored in advance in a recording device (not shown), and when the operator inputs that mail transmission is to be performed, the browser phone user requests from the information stored in the storage device. You can select and specify the information to be displayed.

(2) Post-registration: The CTI server analyzes the access log information (table in FIG. 3) of the browser phone user registered in the customer database 13 to determine whether the browser phone user has a preference, For the browser phone user who has been determined to have a preference, the mail address (table in FIG. 2) is further searched. And
Information related to the preference (products, services, events, etc.) and its related URs in cooperation with the mail server
Send L to the retrieved email address.

Whether or not the browser phone user has a preference is determined by, for example, whether or not the number of accesses to the same URL exceeds a predetermined number. In the search for the email address of the browser phone user who has been judged as “with preference”,
First, the calling number of the browser phone user is acquired in the table of FIG. 3, and then the table of FIG. 2 is searched based on the acquired calling number to acquire the corresponding mail address.

Next, the procedure of advertisement distribution performed in this call center system will be described.

First, the browser phone user dials the previously acquired telephone number of the call center on the browser phone 2 owned by the user. When the call center system 1 receives an incoming call from the browser phone 2, the PB
The X10 connects to the operator terminal 11, which enables a call between the browser phone 2 and the operator terminal 11. When the call becomes possible, first, the operator listens to the mail address from the browser phone user and registers the mail address and the calling number in the customer data veil 13 from the operator terminal 11. At this time, the table shown in FIG. 2 is created in the customer data veil 13. The process up to this point is the flow of FIG. 1 (browser phone user registration).

After the mail address and the calling number are registered, the operator then uses the operator terminal 11 to
The advertisement information to be transmitted (information such as products, services, and events and their associated URLs) is designated, and an input indicating that the email is to be transmitted to the registered email address is performed. Then, the mail transmission request is transmitted from the operator terminal 11 to the server system 12. In the server system 12 that has received the transmission request, the CTI server cooperates with the mail server to transmit the advertisement information designated by the registered mail address and the URL of the associated Web page. This mail is once stored in the message transmission server 3 and then received by the browser phone 2 when the user performs a predetermined input operation on the browser phone 2. The process up to this point is the flow of FIG. 1 (advertisement distribution to browser users).

When the browser phone user who has registered the mail address in the customer database 13 as described above and received the advertisement information including the URL by mail opens the received mail on the browser phone 2, the display screen is displayed. Advertising information and associated URLs are displayed. The browser phone user selects the desired UR from the displayed URLs.
When L is specified, the browser installed in the browser phone 2 is activated and it becomes possible to access the Web page of the specified URL. In this way, the browser phone user can freely access the Web page of the URL sent from the call center system 1 and
Easy to do.

When the Web page of the URL is accessed, the CTI server of the server system 12 on the call center system 1 side is sent from the gateway server to We.
b Record the terminal ID and the calling number sent to the server in the access log. In the recording of this access log, a table is created in the customer database 13 in which the terminal ID and the calling number as shown in FIG. 3 are associated with the URL accessed and the number of times of access. The process up to this point is the flow of FIG. 1 (access count from the browser phone).

Further, in the call center system, the CTI server of the server system 12 periodically checks the access log information (table in FIG. 3) of the browser phone user registered in the customer database 13 to find out the number of URL accesses. Whether or not there is a preference is determined by whether or not the number of times exceeds a predetermined number (for example, 3). In the example of FIG. 3, the calling number is "○".
"○○-○○○○○-○○○○" and the terminal ID is "XXXXX"
A browser phone user with "x" indicates the URL "http://www.aaa".
5 times to "..." and once to the URL "http: //www.bbb". In this case, since the number of accesses to the URL “http: //www.aaa ...” has exceeded three times, it is determined that the browser phone user has “preference”. The CTI server further searches the mail address for the browser phone user who has been determined to have the "preference". Specifically, the mail address "aaa @ bbb ..." Is obtained by searching the mail address of the calling number "○○○-○○○○-○○○○" in the table of FIG. Then, in cooperation with the mail server, information related to the preference, that is, information related to the information posted at the URL "http: //www.aaa ..." (products, services, events, etc.) and the related information. URL in the form of email,
Send it to the retrieved email address "aaa @ bbb ...". This mail is once stored in the message transmission server 3 and then received by the browser phone 2 when the user performs a predetermined input operation on the browser phone 2. The process up to this point is the flow of FIG. 1 (push type advertisement distribution to the browser phone).

When the browser phone user who has received the information related to the taste as described above opens the received mail on the browser phone 2, the information related to the taste (advertising information and related URL) is displayed on the display screen. ) Is displayed. When the browser phone user specifies a desired URL from the displayed URLs, the browser phone 2
The browser installed in is started and the specified UR
It becomes possible to access the L Web page.

The series of operations described above can be easily realized by a program. This program is stored in the storage device in the CTI server of the server system 12 (or the storage device in the operator terminal 11) and causes the computer of each of the CTI server and the operator terminal 11 to execute processing.

In the above-described embodiment, the browser phone user may not want the push-type advertisement distribution (shown in FIG. 1) in some cases. It is also possible to register the setting information (whether push-type advertisement distribution is possible or not) with the mail address in the customer database 13 as to whether the push-type advertisement distribution is performed or not. In this case, the CTI server confirms the setting information registered in the customer database 13 at the time of push-type advertisement distribution,
Advertisement is delivered only when “Yes”.

When an incoming call is received from the browser phone that does not notify the calling number, the calling number is not displayed and the operator hears the calling number directly from the browser phone user.

Furthermore, when the browser phone user obtains information by Web access, the call center system 1
On the side, the server system 12 performs content conversion according to the terminal model based on the terminal model information transmitted from the browser phone 2, so that the advertisement information is sent to the browser phone user in an easy-to-see format for communication of information. Efficiency can be realized.

Also, as the advertisement information sent from the server system 12 to the browser phone 2 by mail, the exhibition information including the ID number and the privilege etc. which have been registered for free is distributed, so that the browser phone user can be sent to the exhibition. Can encourage participation. In this case, if the browser phone user who has received the exhibition information participates in the exhibition, uses / registers the distributed ID number, and receives a privilege, the registered ID
From the number, it is possible to know the participation of the customer who delivered the advertisement mail in the exhibition. As a result, it will be possible to statistics whether the opportunity to participate in the exhibition is due to the distribution of advertisement mail from the call center system or other means such as direct mail, and to advertise it by any means. Can be analyzed whether it arouses the curiosity of general consumers. This is one method of marketing.

In the above-described embodiment, the calling number is used when searching for the mail address, but the present invention is not limited to this, and among the information obtained from the access log, the use of the browser phone is used. Any information may be used as long as it can identify the person. For example, it may be a terminal ID. However, in this case, at the time of inquiry from the browser phone user, the operator needs to hear the terminal ID from the browser phone user and register it in association with the mail address.

Further, the present invention is not limited to the configuration shown in FIG. 1, and can be applied to any system as long as it can execute the operations of (1) to (3) in FIG.

[0042]

As described above, according to the present invention,
By linking the function of the browser phone with the call center, it is possible to immediately deliver the desired information and the address of the related Web page to the browser phone users who were mainly using voice calls and emails. The browser phone user can browse the information only by designating the address of the delivered Web page on the browser phone. In this way, the work of the browser phone user (particularly, the work of inputting the URL) can be reduced, and the advertisement distribution can be performed easily and effectively.

Further, it becomes possible to continuously deliver the information preferred by the browser phone user to the browser phone user unfamiliar with the Internet, which contributes to the effective sales expansion of products and services.

Furthermore, since it is possible to cover the cost with a call center facility using a normal CTI without the need to develop software with complicated logic such as a preference engine, the cost at the time of facility introduction can be suppressed and the system can be reduced. It is possible to reduce the trouble of introducing equipment such as integration and setting.

[Brief description of drawings]

FIG. 1 is a schematic configuration diagram of a call center system according to an embodiment of the present invention.

FIG. 2 is a diagram showing an example of a table in which a calling number of a browser phone user and an email address are registered in a customer database of the system shown in FIG.

FIG. 3 is a diagram showing an example of a table in which a terminal ID and a calling number of a browser phone user, an accessed URL, and the number of times of access are associated with each other, which are registered in a customer database of the system shown in FIG.

[Explanation of symbols]

1 Call center system 2 browser phones 3 Message transmission server 4 mobile networks 5 public network 10 PBX 11 Operator terminal 12 server system 13 Customer database

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Claims (6)

[Claims] 1. A call center system capable of mutually communicating with a mobile terminal equipped with a browser via a network, wherein a voice call can be made between a customer database and the mobile terminal, which is input by an operator. An operator terminal for registering an email address heard from a user of the mobile terminal in the customer database, and a server system for providing a plurality of Web pages on which different advertising information is posted on the network. The operator terminal, when registering the mail address, sends to the server system a request to transmit the advertisement information designated by the operator to the registered mail address, and the server system, In response to the transmission request from Multiple of W
W related to the specified advertisement information in the eb page
A call center system configured to send the address of the eb page to a mail address registered in the customer database in a predetermined mail format when the mail address is registered. 2. The operator terminal stores, in the customer, a first table in which an email address heard by a user of a plurality of mobile terminals and specific information for identifying the plurality of mobile terminals, which are input by an operator, are associated with each other. Registered in the database, the server system allows the plurality of We
When any one of the b pages is accessed, the second table in which the specific information obtained from the access log information is associated with the address of the accessed Web page and the number of times of access is stored. While registering in the customer database, the number of times of access in the second table registered in the customer database is periodically checked, and the mail of the mobile terminal is sent to the mobile terminal for which the number of access exceeds a predetermined number. An address is obtained by searching the first table based on the specific information,
The acquired e-mail address has preference information associated with the posted information of the web pages exceeding the predetermined number of times and We associated with the preference information of the plurality of web pages.
The call center system according to claim 1, wherein the call center system is configured to transmit an address of page b. 3. A call center system having a customer database, an operator terminal capable of voice communication with a mobile terminal equipped with a browser, and a server system capable of mutually communicating with the mobile terminal via a network. And a first step in which the server system provides a plurality of Web pages on which different advertisement information is displayed on the network, and the operator terminal is input by an operator. A request to register the email address heard from the user of the mobile terminal in the customer database and to transmit the advertisement information designated by the operator to the registered email address when registering the email address. A second step of sending the Said server system, wherein in response to a transmission request from the operator terminal, the specified ad information and the plurality of W
W related to the specified advertisement information in the eb page
and a third step of transmitting the address of the eb page in a predetermined mail format to the mail address registered in the customer database at the time of registering the mail address. 4. A customer database in which an operator terminal associates a first table entered by an operator with email addresses heard from users of a plurality of mobile terminals with specific information for identifying the plurality of mobile terminals. A fourth step of registering with the plurality of mobile terminals,
When any one of the b pages is accessed, the second table in which the specific information obtained from the access log information is associated with the address of the accessed Web page and the number of times of access is stored. While registering in the customer database, the number of times of access in the second table registered in the customer database is periodically checked, and the specific information is used as a source for the mobile terminal whose number of times of access exceeds a predetermined number. To obtain the email address of the mobile terminal by searching the first table, and to the obtained email address, the preference information and the plurality of web pages related to the posting information of the web pages exceeding the predetermined number of times. A fifth step of transmitting the address of the Web page related to the preference information of Advertisement information distributing method according to claim 3,. 5. A call center system having a customer database, an operator terminal capable of voice communication with a mobile terminal equipped with a browser, and a server system capable of mutually communicating with the mobile terminal via a network. The mobile terminal, which is a program used in, causes a computer of the server system to execute a first process of providing a plurality of Web pages on which different advertisement information is posted on the network, and is input by an operator. To the server system while registering the mail address heard from the user of the user in the customer database and transmitting the advertising information designated by the operator to the registered mail address when registering the mail address. The second process for sending out the operator The end computer to execute the specified advertisement information and the address of the Web page related to the specified advertisement information among the plurality of Web pages, in response to a transmission request from the operator terminal, A program for causing a computer of the server system to execute a third process of transmitting in a predetermined mail format to a mail address registered in the customer database when registering a mail address. 6. A first table for registering, in a customer database, a first table in which an e-mail address heard by a user of a plurality of mobile terminals input by an operator and specific information for identifying the plurality of mobile terminals are associated with each other. When the computer of the operator terminal is caused to execute the process of No. 4 and any one of the plurality of Web pages is accessed from the plurality of mobile terminals, the specific information obtained from the access log information and the access We were there
A second table in which the address of page b and its access count are associated with each other is registered in the customer database, and the access count in the second table registered in the customer database is checked periodically to determine the access count. For mobile terminals that have exceeded the specified number of times,
Based on the specific information, the first table is searched to obtain the email address of the mobile terminal, and the obtained email address is associated with the preference information related to the posting information of the Web page that has exceeded the predetermined number of times, and The program according to claim 5, causing a computer of a server system to execute a fifth process of transmitting an address of a web page related to the preference information among the plurality of web pages.