JP2004199639A - Customer service system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer service system at a virtual store on the Internet, wherein the store is characterized and many customers are kept and fixed. <P>SOLUTION: The customer service system is provided with a point, etc. issuing means for issuing points issued according to purchase price, a point, etc. totaling means for storing the points issued according to the purchase price or accumulated points in a customer database, a point, etc. notification means for notifying the points issued according to the purchase price or the accumulated points, a customer recognition means for recognizing the customers, a point, etc. comparison means for comparing the acquired points or the accumulated points with regulated points predetermined by the store and a service content notification means for notifying the service contents corresponding to the points acquired according to the purchase price or the accumulated points. <P>COPYRIGHT: (C)2004,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a customer service system of a virtual store on the Internet or a store in a virtual shopping mall, and in particular, a purchase price or a purchase price paid by a customer to purchase a product purchased at a store at a predetermined purchase time. The present invention relates to a customer service system that manages points issued according to the number of purchases and gives a service according to the purchase amount or points.
[0002]
[Prior art]
Conventionally, in stores such as supermarkets and specialty stores, as a customer service system to secure and retain customers who use their own stores, people who came to the store and purchased products performed predetermined items at the store. When you submit the completed documents, you will be registered as a customer of the store and issue a loyalty card (or member card) such as a "customer card" to each customer. When you purchase a product at a chain store, the number of points issued according to the purchase amount is accumulated in the point card (or member card), and character goods that match the accumulated number of points are provided and the purchase price of the purchased product is reduced. There is a customer service system that provides services such as a service.
[0003]
That is, in a sales performance processing device of a terminal such as an electronic cash register (ECR) or a point of sales (POS), the purchase performance (sales performance) up to that point is stored and managed for each customer, and the customer receives the payment when the product is settled. Points are added based on customer characteristic information such as name, address, telephone number, etc. read from the presented point card (or member card), and services (granting of benefits) are performed based on the cumulative number of points. is there. Usually, here, the purchase result for each customer is the purchase amount, and if the total purchase amount for the full year and the whole year is large, the number and type of character goods will increase, and the amount to be reduced will increase.
[0004]
[Patent Document 1]
JP-A-10-124754, page 2
[0005]
[Patent Document 2]
JP 2000-20824, p. 2
[0006]
[Patent Document 3]
JP 2001-222767, page 2
[0007]
In recent years, with the spread of computers such as personal computers and the Internet, products have been sold at virtual stores (cyber shops) or stores in virtual shopping malls (cyber malls) on the Internet, and customers Allows customers to purchase the products they want at stores on the Internet without having to go to the store, and the customer enters customer-specific information, such as name, address, and telephone number, into the required items provided by the store By doing so, services similar to those of a real store can be received.
[0008]
[Patent Document 4]
JP-A-10-78989, pp. 2-4
[0009]
[Patent Document 5]
JP-A-10-171880, page 2
[0010]
[Patent Document 6]
JP-A-2002-117306, page 2
[0011]
[Problems to be solved by the invention]
However, in the case of virtual stores on the Internet or stores in virtual shopping streets, unlike real stores, there is a limit to devising the layout and decoration of products, and customers enter the virtual store. However, it is difficult for the product itself to give a direct presence or to see many products at once, and often walk (check) inside a virtual store to find the desired product. You will find and buy it.
[0012]
Therefore, as a virtual store, in order to secure and retain customers, it is necessary to provide the virtual store with various features and to provide a unique service (privilege grant) that is characteristic of a virtual store on the Internet. Come.
[0013]
In addition, in order to secure and retain many customers, the store is required to have various features and to provide a unique service (grant of a privilege) like a virtual store on the Internet.
[0014]
The present invention relates to a method in which a customer such as a regular member or a special member pays at a predetermined purchase time, such as a predetermined purchase time, a purchase date, a purchase period, or a score obtained according to the purchase price, or a cumulative purchase price or a cumulative purchase amount. The points are compared with a prescribed amount or points prescribed by the store in advance, and the purchase amount paid by the customer such as a normal member or a special member at the predetermined purchase time or the points acquired according to the purchase amount or the accumulated purchase amount or By providing a service corresponding to the points purchased or accumulated according to the purchase amount or the purchase amount paid when the cumulative point is equal to or more than the predetermined amount or the predetermined point of the store, The aim is to provide the store with features and secure and retain many customers.
[0015]
[Means for Solving the Problems]
In order to solve the above problem, the invention according to claim 1 is issued according to the purchase price of a customer who has purchased a product at a virtual store on the Internet or a store in a virtual shopping street, or according to the purchase price. In the customer service system in which the store manages the given points for each customer and provides the customer with services corresponding to the purchase amount or points, the customer, such as the name, address, and customer code of the customer who purchased at the store, A customer database storing customer purchase information such as specific information and purchase time when the product was purchased, purchase amount or points issued according to the purchase amount or accumulated purchase amount or accumulated points in a customer file, and products handled at the store Product database that stores product information such as product names, product descriptions, and sales prices in product files, and services handled by the stores. A service content database that stores a predetermined amount or a predetermined number of points specified by the store in a service file, and a customer stored in a customer file of the customer database based on customer identification information obtained by input from a customer terminal. Customer recognition means and point issuance means for issuing a purchase amount or points issued according to the purchase amount to a customer who has purchased a product at a predetermined purchase time such as a predetermined purchase time, a purchase date, a purchase period, etc. Notification means for notifying the customer of the purchase amount or points issued according to the purchase amount or the cumulative purchase amount or points, and a predetermined purchase time, purchase date, purchase period, etc. Calculate the cumulative purchase amount or points by calculating the purchase amount paid at the time of purchase or the points issued according to the purchase amount. Along with the predetermined purchase period, the purchase amount or points issued in accordance with the purchase amount, a point totaling means for storing the cumulative purchase amount or points in the customer file of the customer database, a predetermined purchase time, purchase date and time A comparison of the points paid or accumulated points or accumulated points or points accumulated in accordance with the purchase amount or the purchase amount paid at a predetermined purchase time, such as a date, a purchase period, and the points to be compared with the prescribed amount or points prescribed by the store. Means, and the purchase amount paid at the predetermined purchase time or the points acquired according to the purchase amount or the accumulated purchase amount or the accumulated points are equal to or greater than the prescribed amount predetermined by the store or the prescribed points. Service corresponding to the purchased amount or the points acquired according to the purchased amount or the accumulated purchase amount or points A service content notifying unit for notifying the content, wherein the service content notifying unit is configured to notify the customer identified by the customer recognition unit of the service content. And
[0016]
According to a second aspect of the present invention, in the customer service system according to the first aspect, the customer pays at a predetermined purchase time at an affiliated employee of a company that manages the Internet or at a store, or The point is that the points acquired according to the purchase amount or the accumulated purchase amount or the accumulated points are special members of regular customers whose stores exceed the prescribed amount or the prescribed number of times five consecutive times.
[0017]
BEST MODE FOR CARRYING OUT THE INVENTION
The present invention relates to a virtual store on the Internet or a store in a virtual shopping street (hereinafter referred to as a store) that a customer purchases at a predetermined purchase time such as a predetermined purchase time, a purchase date, a purchase period, and the like. Cumulative price calculated by accumulative calculation from the purchase amount paid for the purchased product or points issued according to the purchase amount (hereinafter referred to as points, etc.) and the purchase amount or points issued according to the purchase amount. The amount or cumulative points (hereinafter referred to as cumulative points, etc.) is compared with a prescribed amount or prescribed points (hereinafter, referred to as prescribed points, etc.) predetermined by the store, and corresponding benefits or services (hereinafter, referred to as services) are compared. ) Is given to the customer service system.
[0018]
This customer is a regular member or special member, the regular member is a regular customer who accesses the store from the customer's terminal device and performs a predetermined registration procedure, and the special member is a member of the company that manages the Internet. The purchase amount paid by the affiliated employee or regular member at the store at the predetermined purchase time or the points acquired according to the purchase amount or the accumulated purchase amount or the accumulated points are five consecutive times of the prescribed amount or the prescribed point predetermined by the store. He is a regular customer. (Hereinafter, regular members and special members are referred to as customers unless otherwise specified)
[0019]
The special member has a privilege that a predetermined point determined by the store is added to the points obtained or the accumulated points according to the purchase amount paid at a predetermined purchase time at the store.
[0020]
Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.
[0021]
In the configuration example shown in FIG. 1, reference numeral 1 denotes a processing device of a store provided with a CPU and a memory, which is installed in a center of the store, etc., 2 denotes a terminal device of a customer, and 2 The customer service system is configured by connecting to the processing device 1 of the store via the communication control device 4.
[0022]
The store processing apparatus 1 includes a customer recognition unit 5, a point issuing unit 6, a point notifying unit 7, a point counting unit 8, a point comparing unit 9, a service content notifying unit 10, and a customer database relating to customers who receive services. 11, a product database 12 for products handled by the store, a service content database 13 for services to customers, and the like.
[0023]
The customer recognizing means 5 provides the customer for customer certification input to the customer terminal device 2
The customer identification information such as the customer code (ID number) and the distinction between the registered member and the special member are received, and the customer identification information such as the customer code (ID number) is registered in the customer file of the customer database 11 based on the customer identification information. Recognize that you are the customer, specifically that the customer is a regular or special member.
[0024]
The point issuance means 6 issues points, such as points generated in a commercial transaction at a predetermined purchase time, specifically, the purchase amount or points issued according to the purchase amount to the customer who has been recognized by the customer recognition unit 5, and further, The score and the like are transmitted to the score and tallying means 8.
[0025]
Here, if the customer is a member of a company that manages the Internet or a special member who is a regular customer whose store exceeds a predetermined fixed amount or a specified number of points five times in a row, A predetermined point determined by the store is added to the points or accumulated points obtained according to the purchase amount paid at the time of purchase.
[0026]
The score etc. notifying means 7 calls the customer's score etc. specified by the customer recognizing means 5 or the accumulated score etc. from the customer file of the customer database 11 prior to the commercial transaction or as necessary, and reports the score etc. or the accumulated score etc. It is sent to the terminal device 2 of the customer.
[0027]
The score totaling means 8 receives points and the like generated in a commercial transaction at a predetermined purchase time, calculates the score and the like obtained in the previous commercial transaction to calculate an accumulated score and the like. The points and the like and the accumulated points and the like are stored in the customer file of the customer database 11, and the points and the like and the accumulated points and the like are sent to the point and the like notifying means 7.
[0028]
The score etc. comparing means 9 calls, from the service file of the service content database 13, the score etc. generated in the commercial transaction at the predetermined purchase time or the cumulative score etc. calculated from the score etc. from the service file of the service content database 13, and the score etc. Alternatively, the accumulated points and the like are compared with the specified points and the like, and when the points and the accumulated points or the like are equal to or more than the specified points and the like, the service notifying means 10 sends out the contents of the service.
[0029]
The service content notifying means 10 obtains a service content from the service file of the service content database 13 at a predetermined purchase time, and furthermore, the content of the service corresponding to the score or the like or the cumulative score or the like which is equal to or more than a predetermined score or the like by the store And sends it to the customer's terminal device 2 for presentation. Further, it provides the customer with the service selected by the customer based on the service content, and sends the service content to the customer.
[0030]
The customer database 11 is issued in accordance with customer identification information such as a customer's name, address, customer code, and distinction between a regular member and a special member, and when the customer purchased the product at the store, the purchase price, or the purchase price. Customer purchase information, such as points or cumulative purchase amount or points, is stored in the customer file.
[0031]
The merchandise database 12 stores merchandise information such as merchandise names, merchandise descriptions, sales prices, and the like regarding merchandise handled in the store in the merchandise file.
[0032]
In the service content database 13, service content related to services handled in the store, a prescribed score predetermined by the store, and the like are stored in the service file.
[0033]
FIG. 1 is an explanatory diagram of a customer service system of the present invention. A customer terminal device 2 is connected to a customer recognition unit 5, a point issuing unit 6, a point notifying unit via the Internet 3 and a communication control unit 4. 7, a score totaling means 8, a score comparing means 9, a service content notifying means 10 and the like, and a processing device 1 of a store provided with a customer database 11, a product database 12, a service content database 13 and the like.
[0034]
The processing device 1 of a store is installed in a virtual store on the Internet or in a company that manages a store in a virtual shopping mall, and the like. When the customer identification information is input, the customer identification information such as the name, address, and customer code of the customer stored in the customer file of the customer database 11 by the customer recognition means 5 of the processing device 1 of the store and the entered customer By comparing with the specific information, if the customer specific information matches, it recognizes that the customer is the same as the regular member or special member registered in the customer file.
[0035]
Then, on the customer's terminal device 2, product information such as a product name, a product description, and a selling price relating to the product handled in the store is taken out from the product file of the product database 12 and sent to the customer's terminal device 2 for display. , Can encourage the customer to purchase the product. If the input customer has previously purchased a product at a store and customer purchase information such as purchase time and points is present in the customer file of the customer database 11, the customer's accumulated points and the like are extracted from the customer file and the points are obtained. The accumulated score and the like are transmitted to the terminal device 2 of the customer and displayed by the notification means 7.
[0036]
When the customer selects a desired product from the product information transmitted from the store to the customer's terminal device 2 and displayed, purchases and processes the product according to a predetermined procedure, the product is transmitted to the customer. Then, the points and the like acquired this time are issued by the point and the like issuing means 7, and the points and the like acquired this time are added to the accumulated points and the like acquired previously.
[0037]
The added accumulated points and the like are stored in a customer file of the customer database 11, and the added accumulated points and the like are compared with a prescribed point and the like predetermined by the store by the point and the like comparing means 9, and the added accumulated points are compared. If the point or the like is equal to or greater than a predetermined point or the like in the store, the service content corresponding to the added accumulated point or the like is transmitted to the customer terminal device 2 by the service content notifying means 10 and presented.
[0038]
The customer receiving the notification selects the desired service content from the presented service content, and the store provides the desired service content according to the customer's selection.
[0039]
At the same time, the points used (consumed) according to the service contents are subtracted from the accumulated points, etc., and the remaining points, etc., are replaced with the previous accumulated points, etc. as new accumulated points, and stored in the customer file of the customer database 11.
[0040]
FIG. 2 shows a processing procedure of the operation by the terminal device 2 of the customer.
[0041]
In step S1, the customer inputs a customer code (ID number) for customer recognition from the customer terminal device 2.
[0042]
In step S2, the store determines from the customer code (ID number) input from the customer's terminal device 2 whether or not the customer is a registered customer, and if the customer is a registered customer, Specifically, if the customer is a regular member or special member, the process proceeds to step S5. If it is an unregistered customer, the process proceeds to step S3.
[0043]
In step S3, the unregistered customer selects whether or not to newly register, and if so, the process proceeds to step S4; otherwise, the process ends.
[0044]
In step S4, the unregistered customer performs the designated customer registration procedure, and returns to step S2 as a registered customer.
[0045]
In step S5, the customer selects whether or not to request the purchase of a product based on the displayed product information. If the customer enters the purchase of the product, the process proceeds to step S6. If the user does not purchase the product, the process proceeds to step S14.
[0046]
In step S6, the store displays the current cumulative score and the like of the customer to the customer. If necessary, the number of accesses, the number of purchases, the previous purchase date, the purchase amount, the acquired points, and the like of the customer are also displayed.
[0047]
In step S7, the store displays the service content to be provided to the customer in accordance with the current accumulated score of the customer and the like.
[0048]
In step S8, the store displays product information such as a product name, a product description, and a selling price to the customer. At the time of this display, the purchase conditions such as the special sale time of the store, the specific date of the customer, the specific product, and the like, which are added to the points obtained by purchasing the product, are displayed in accordance with the product information.
[0049]
In step S9, the store displays a detailed description of the appearance, function, and characteristics of the product to the customer based on the product information.
[0050]
In step S10, the customer selects whether or not to request the purchase of a product based on the displayed description of the product and the detailed contents of the product.・ Perform processing. If the customer does not purchase the product, the process proceeds to step S14.
[0051]
In step S11, the customer selects a product desired to be purchased at the store, and inputs and processes predetermined items such as a bank name, an account number, a payment method such as lump / split which the customer desires.
[0052]
In step S12, selection information of a desired delivery method is input and processed for the product purchased by the customer.
[0053]
In step S13, the points and the like obtained by the customer purchasing the product during the purchase period in the predetermined period or on the predetermined day or the predetermined time and the cumulative points and the like by the purchase are calculated, and the cumulative points and the like are displayed.
[0054]
If the customer is a member of the company that manages the Internet, or a special member who is a regular customer whose store exceeds the prescribed amount or number of points five consecutive times, the customer has A store is added to the point or the accumulated point by a predetermined point predetermined by the store to calculate the accumulated point, and the accumulated point is displayed.
[0055]
In step S14, the store compares the points, etc. or cumulative points, etc. acquired by the customer with the prescribed points, etc. predetermined by the store. If the accumulated points, etc., acquired by the customer are equal to or more than the prescribed points, etc. prescribed by the store, Display a service introduction. If the customer does not want to process the service, the process proceeds to step S22, or if the customer wants to purchase a product, the process returns to step S5. If the points or the accumulated points are less than the specified points compared with the specified points or the like, the current accumulated points or the like of the customer are displayed, and the process returns to the step S5 for purchasing the product.
[0056]
In addition, when the customer exceeds the prescribed amount or the prescribed number of points five times in a row, the customer adds a predetermined point predetermined by the store to the acquired points or the accumulated points and accumulates the points. Calculate the points and display the accumulated points. Further, this customer is deleted from the regular file in the customer file of the customer database and registered as a special member.
[0057]
In step S15, when the points or the like or the accumulated points or the like are equal to or more than the specified points or the like, the store displays an introduction of the service according to the acquired accumulated points or the like.
[0058]
In step S16, if the score or the like or the cumulative score or the like is equal to or more than the specified score, the store displays the contents of the service according to the acquired score or the like.
[0059]
In step S17, the customer selects a service from the displayed accumulated score or the like and the content of the service.
[0060]
In step S18, the store processes the contents of the service selected by the customer according to the customer's selection information.
[0061]
In step S19, the store processes the contents of the service selected by the customer according to the customer's selection information.
[0062]
In step S20, the store ends the service processing for the customer.
[0063]
In step S21, the store subtracts the points used (consumed) according to the processing content of the service from the accumulated points and the like, and displays the remaining points and the like to the customer as the updated accumulated points and the like, and at the same time, the new accumulated points and the like. Is updated to the previous accumulated score or the like and stored in the customer file of the customer database 11.
[0064]
In step S22, if there is an instruction from the customer to continue the product purchase, the store proceeds to step S5. If there is no instruction, go to step 23.
[0065]
In step S23, the customer's instruction information is input, and if there is an instruction to continue the service, the process returns to step S15. If there is no instruction, the process ends.
[0066]
Processing functions for realizing services to customers, such as customer management, product management, service management, and management of points, and means for realizing the processing functions will be described for each processing function.
[0067]
A function to manage customers such as registration, deletion, and recognition of customers is provided.
[0068]
A customer file is created in a customer database for customer management, and in the customer file, customer characteristic information such as a customer's name, address, customer code (ID number) and handwriting in a store, customer's body type, fingerprint, voiceprint, eye Means are provided for registering customer identification information such as customer personal information such as a pattern and customer purchase information such as a predetermined purchase time when a customer purchases a product at a store, a product name, a selling price, a purchase quantity, and a purchase price.
[0069]
Further, there is provided a means for deleting registered customer identification information and customer purchase information relating to a customer who does not desire service or a customer who has lost qualification from the customer file of the customer database.
[0070]
Further, the customer who purchased the product is the customer himself / herself registered in the customer file of the customer database based on customer identification information such as customer characteristic information and customer personal information. Specifically, the customer is a regular member or a special member. A means for recognizing that is provided.
[0071]
A function to manage products such as registration and deletion of products handled at stores is provided.
[0072]
Create a product file in the product database for product management, and store in the product file the product name, product description, sales price, product code (number), sales company, stock quantity, number of reservations, and replenishment period for products handled at the store. And means for registering product information such as the delivery period.
[0073]
In addition, there is provided a means for deleting, from the product file of the product database, the product information of the product that has been discontinued at the store.
[0074]
A function to manage services such as registration and notification of service contents handled at stores is provided.
[0075]
A service file is created in the service content database for service content management, and in the service file, book information such as books and magazines handled at stores, software information such as video software, music software, game software, music and drama, etc. A means for registering the contents of services such as ticket information and other various goods and services is provided.
[0076]
In addition, the service contents handled at the store are called from the service file of the service contents database, the service contents are presented to the customer terminal device such as a personal computer communication screen, and the service contents selected by the customer based on the service contents are referred to by the customer. A means for notifying service contents, such as providing the service contents to the user, is provided.
[0077]
This service content is presented by calling up the service content such as book information, software information, ticket information, etc. corresponding to the points etc. obtained by the customer or the accumulated points from the service file of the service content database, and displaying this service content on the PC communication screen. By means of presenting it to the customer's terminal device. The service contents include a bouquet tailored to the customer's anniversary, a sightseeing tour invitation, and a health checkup for health management.
[0078]
This service content is provided by means for providing the service content selected by the customer to the destination designated by the customer, the transfer destination, etc. from the service content presented to the customer's terminal device from the service file of the service content database.
[0079]
Further, the service file of the service content database stores a predetermined amount or a predetermined number of points determined by the store for comparison with the points or the like obtained by the customer or the accumulated points, which are the basis of the service handled at the store. .
[0080]
A function is provided for managing points and the like, such as notification, tallying, issuance, and comparison of points and the like handled at stores.
[0081]
From the customer file in the customer database, the points or the like obtained by the customer at the predetermined purchase time or the cumulative points calculated by calculating the points are called, and the points or the cumulative points are read out of the customer on the personal computer communication screen or the like. It is presented to the terminal device, and further, a target point or a target amount (hereinafter, referred to as a target point, etc.), a target cumulative point, or a target cumulative amount (hereinafter, referred to as a target cumulative point, etc.) of the service that the customer can receive is provided. Means are provided.
[0082]
The presentation of the score, etc. or the cumulative score, etc., is performed for the customer specified by the customer recognition, prior to the commercial transaction or when the commercial transaction is completed, the customer score, etc. or the cumulative score specified from the customer file in the customer database. And the like, and presents the score and the like or the accumulated score and the like to the customer's terminal device through a personal computer communication screen or the like.
[0083]
The guidance such as the score or the accumulated score is provided to the customer specified by the customer recognition prior to the commercial transaction or when the commercial transaction is completed, the score or the cumulative score of the customer specified from the customer file in the customer database. And the service contents corresponding to the points and the accumulated points are called from the service contents data of the service contents database, and the service contents which the customer can currently receive or the closest service contents which can be received from these are necessary. This method is based on a method of calculating a suitable score or the like or a cumulative score or the like, and guiding the calculated score or the like as a target score or the like or a target cumulative score or the like to a customer terminal device through a personal computer communication screen or the like.
[0084]
From the customer file in the customer database, the points and the like obtained by the customer at the predetermined purchase time are called, and the means for calculating the accumulated points and the like, and the points and the like obtained by the customer at the predetermined purchase time and the calculated accumulated points and the like are stored in the customer database. A means for storing in a customer file is provided.
[0085]
The calculation of the accumulated points and the like is performed by means for calculating and calculating the accumulated points and the like from the points and the like acquired at a predetermined purchase time by the customer.
[0086]
The storage of the points and the like and the accumulated points and the like is performed by means for storing the points and the like acquired by the customer at a predetermined purchase time and the accumulated points and the like calculated by calculating the points and the like in the customer file of the customer database.
[0087]
A means is provided for calling the points and the like acquired by the customer at a predetermined purchase time from the customer file of the customer database and issuing the points and the like. That is, when customer identification information such as customer characteristic information and customer personal information and customer purchase information when a customer purchases a product at a store are received from the customer terminal device, the purchase of the customer is performed based on these information. It is determined whether or not the condition is satisfied. If the condition is satisfied, a means for issuing the current score and the like is provided.
[0088]
A function is provided for comparing points and the like or accumulated points and the like acquired by the customer at a predetermined purchase time with prescribed points and the like or prescribed accumulated points and the like predetermined by the store. That is, the points and the like or the accumulated points and the like obtained by the customer are called from the customer file of the customer database. Compared to the points, whether there is a target customer that provides / provides the service contents, whether there is a target customer who notifies the customer of the regularly acquired points, etc. or accumulated points, etc., Is provided with a comparing means having a function of judging.
[0089]
When a point is issued, the point issuing means may increase the point under the following purchase conditions.
[0090]
The store sets a special sale period of the store, such as a specific time zone, a specific day / day, a specific week / period, and provides means for issuing extra points to the customers who purchased the products during the special sale period. In this way, sales promotion at the time of special sale and the like is promoted, and repeat purchase of customers is aimed at. In addition, the company will improve its ability to attract customers during off-peak hours of stores, and aim to equalize access from customer terminals.
[0091]
A means is provided for setting a specific date of the customer, such as the customer's birthday, wedding anniversary, etc., with reference to the customer specifying information, and issuing additional points to the customer who purchased the product on the specific date of the customer. As a result, customer-oriented sales promotion is promoted, and purchases are made with the customer conscious of a specific date.
[0092]
A means is provided for a store to set a specific product such as a daily product, a sales promotion product, a series product, and issue extra points to customers who have purchased the specific product. In this way, the effect of promoting sales of new products and priority products is achieved.
[0093]
A means is provided for counting the number of purchases by the customer and increasing the points and issuing the points according to the number of purchases such as the number of specific purchases or the number of consecutive purchases determined by the store. As a result, the repeat purchase rate of the customer is improved.
[0094]
Set purchase information rank and specific information rank based on customer purchase information such as customer purchase amount, number of purchases, number of visits (visits), and customer specific information such as customer hobbies, preferences, regions, etc., and issue points with extra points according to them A means for performing is provided. In this way, we aim to improve the retention of good customers and specific customers.
[0095]
As described above, according to the present invention, a purchase amount or a point issued according to a purchase amount is issued to a customer who has purchased a product at a predetermined purchase time such as a predetermined purchase time, a purchase date, a purchase period, and the like. Means and a predetermined purchase time, a purchase date, a purchase amount paid at a predetermined purchase time, such as a purchase period, or a point issued in accordance with the purchase amount, to calculate an accumulated purchase amount or points, The predetermined purchase period, the purchase amount or points issued in accordance with the purchase amount, the cumulative purchase amount or the point totaling means for storing the cumulative points in the customer file of the customer database, and the purchase amount or purchase amount for the customer. Point or other notification means for notifying the points issued or accumulated purchase amount or accumulated points according to the amount, and customer identification information obtained by input from the customer terminal Customer recognition means for recognizing a customer stored in a customer file of a customer database, and a purchase amount or a purchase amount paid at a predetermined purchase time such as a predetermined purchase time, a purchase date, a purchase period, etc. Points or accumulated purchase amount or accumulated points are compared with a prescribed amount or prescribed point predetermined by the store, such as a point comparison means, and obtained in accordance with the purchase amount or purchase amount paid at the predetermined purchase time compared with the point. If the points or the cumulative purchase amount or points are equal to or greater than the predetermined prescribed amount of the store or the prescribed points, the service corresponding to the paid amount or the points acquired according to the purchase amount or the cumulative purchase amount or the cumulative points A service content notifying means for notifying the content, and providing a score to the customer specified by the customer recognizing means. Prior to come commerce by the notification unit, or sends out the accumulated purchase amount or cumulative points as necessary, be configured to notify the service content by the service content notifying means.
[0096]
Further, in the above-described configuration, the customer is a member of the company that manages the Internet, or the purchase amount paid at a predetermined purchase time at the store or the points acquired according to the purchase amount, the accumulated purchase amount or the accumulated points is determined by the store. It is configured to be a special member of regular customers who exceed a predetermined prescribed amount or prescribed points five times in a row.
[0097]
In the above configuration, the cumulative purchase price or the cumulative score is calculated by performing a cumulative calculation from the purchase price of the customer or the points issued in accordance with the purchase price, and the point or the like notification means is used to notify the customer via the Internet and the communication control device. It is displayed on the personal computer communication screen of the terminal device.
[0098]
In the above-described configuration, the service content is obtained from the service file of the service content database by the service content notifying means in accordance with the purchase amount paid by the customer or the points acquired according to the purchase amount or the accumulated purchase amount or the accumulated points. Is displayed on the personal computer communication screen of the customer terminal device via the communication control device.
[0099]
As described above, the present invention compares the points or the cumulative purchase amount or the points accumulated in accordance with the purchase amount or the purchase amount paid at a predetermined purchase time with a prescribed amount or a prescribed point predetermined by the store, If the purchase amount paid at the predetermined purchase time or the points acquired according to the purchase amount or the accumulated purchase amount or the accumulated points are equal to or more than the prescribed amount or the number of points prescribed by the store, the purchase amount or purchase amount paid Stores provide services to customers who have purchased more than a predetermined amount of merchandise at a predetermined purchase time since the store provides services corresponding to the points acquired, the cumulative purchase amount, or the cumulative points according to In particular, we take special care of certain customers who are relatively large, regularly or continuously purchased and aim to retain them. It is possible to promote the product sales of the store.
[0100]
By setting the specified amount or the number of points, the store can easily identify a specific customer who has purchased a relatively large amount, and understand the tastes and preferences of the customer, not to mention providing services to that customer. This makes it easy to make announcements and advertisements regarding the sale of products. In addition, it is possible to grasp a customer who does not reach it and provide various information about the store to this customer.
[0101]
In addition, the affiliated company of the company that manages the Internet, or the purchase amount paid at the predetermined purchase time at the store or the points acquired according to the purchase amount or the accumulated purchase amount or the accumulated point is the prescribed amount set by the store or As a special member, regular customers who exceed the prescribed score five times in a row are special members, so the store should specially value specific customers and increase their interest and awareness in the store, as well as retention and attachment. You can do it.
[0102]
For employees belonging to the company that manages the Internet, the store will provide the prescribed services and expect to foster and develop virtual stores on the Internet or stores in virtual shopping streets. You can do it.
[0103]
Alternatively, for regular customers whose purchase amount or the points acquired according to the purchase amount or the accumulated purchase amount or the accumulated points exceed the prescribed amount or the prescribed number of points five consecutive times by the store, the store is provided with a predetermined value. In addition to providing services, hobbies and favorite products, interest and establishment in virtual stores on the Internet or stores in virtual shopping streets can be expected.
[0104]
【The invention's effect】
ADVANTAGE OF THE INVENTION According to this invention, it is possible to use for the purchase using the internet and a communication control apparatus, etc. Moreover, it becomes possible to notify the information regarding the point and the information regarding the service through the purchase, and to provide the service. .
[0105]
In addition, it is possible to set points to be assigned based on more various conditions than before, and it is also possible to change the points to be assigned. Therefore, diversification of services can be achieved, and it is possible to flexibly respond to commercial transaction forms and customer needs.
[0106]
In response to access to the store by the customer's terminal device, when the customer is recognized, the accumulated score of the customer is displayed on the customer's terminal device, and the score etc. acquired at the time of purchasing the product is displayed. It can increase the willingness to purchase.
[0107]
Further, the customer can always know his or her score, the accumulated score, the target score, the target accumulated score, and the like, thereby increasing interest in the service.
[0108]
In addition, when the store determines the specified amount or points, and the purchase amount paid at the predetermined purchase time or the points acquired according to the purchase amount or the accumulated purchase amount or points is equal to or more than the store's specified amount or points. The number of points earned or accumulated by preferential treatment of regular customers who exceed the prescribed amount of money or the number of points prescribed by the employees or stores of the company that manages the Internet, or the prescribed numerical value system that provides the service five times in a row A special membership system in which stores add predetermined points to points can increase interest and awareness in virtual stores on the Internet or stores in virtual shopping malls, as well as retention and attachment. it can.
[Brief description of the drawings]
FIG. 1 is a system configuration diagram showing an embodiment of a customer service system according to the present invention.
FIG. 2 is a flowchart showing a processing procedure of an operation by a customer terminal device in the customer service system of the present invention.
FIG. 3 is a flowchart showing a processing procedure of an operation by a customer terminal device in the customer service system of the present invention.
FIG. 4 is a flowchart showing a processing procedure of an operation by a customer terminal device in the customer service system of the present invention.
[Explanation of symbols]
1. Processing equipment in stores
2. Customer terminal device
3. Internet
4 ... Communication control device
5. Customer recognition means
6 ... Points and other issuing means
7 ... score notification means
8 ... Score counting means
9 ... Comparison means such as points
10 ・ ・ ・ Service content notification means
11 Customer database
12 ・ ・ ・ Product database
13 ... Service contents database

Claims (2)

Manages the purchase price of a customer who purchases a product at a virtual store on the Internet or a store in a virtual shopping street, or the points issued according to the purchase price for each customer, and responds to the purchase price or points In the customer service system where the store provides the service to the customer,
Customer identification information such as the customer's name, address, customer code, etc. purchased at the above-mentioned store, customer purchases such as purchase time, purchase price or points issued according to the purchase price or cumulative purchase price or points A customer database that stores information in a customer file;
A product database that stores product information such as product names, product descriptions, and selling prices for products handled at the store in a product file;
A service content database that stores the service content handled at the store, and a predetermined amount or a predetermined number of points predetermined by the store in a service file,
Customer recognition means for recognizing a customer stored in a customer file of a customer database from customer identification information obtained by input from a customer terminal;
Point-issuing means for issuing a purchase amount or a point issued according to the purchase amount to a customer who has purchased a product at a predetermined purchase time, such as a predetermined purchase time, a purchase date, a purchase period, etc.,
Notifying means such as a point for notifying the customer of the purchase amount or the points issued according to the purchase amount or the accumulated purchase amount or the accumulated points,
The accumulated purchase amount or points are calculated by calculating the purchase amount paid at a predetermined purchase time such as a predetermined purchase time, a purchase date, a purchase period, or a point issued according to the purchase amount, and the predetermined purchase amount or points are calculated. A purchase period, a purchase amount or points issued according to the purchase amount, points accumulation means for storing the accumulated purchase amount or points in the customer file of the customer database,
The purchase amount paid at a predetermined purchase time such as a predetermined purchase time, a purchase date, a purchase period, or a point acquired according to the purchase amount, or a cumulative purchase amount or a cumulative point, and a predetermined amount or a predetermined number of points determined by the store. Means for comparing points and the like,
If the purchase price paid at the predetermined purchase time or the points acquired according to the purchase price or the cumulative purchase price or the cumulative score is equal to or greater than a predetermined amount or a predetermined number of points at the store, the purchase price paid Or service content notifying means for notifying the points corresponding to the purchase amount or the service contents corresponding to the accumulated purchase amount or the accumulated points,
The customer service system, wherein the service content notifying means is configured to notify the customer identified by the customer recognition means of the service content. The said customer, the affiliated employee of the company that manages the Internet, or the purchase amount paid at the predetermined purchase time at the store or the points acquired according to the purchase amount or the accumulated purchase amount or the accumulated points are predetermined by the store. 2. The customer service system according to claim 1, wherein the customer is a special member of a regular customer who exceeds a prescribed amount or a prescribed number of times five times in a row.

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