JP2005100065A - System and method for providing support in dealing with customer - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a system for providing a support in dealing with customers capable of selecting a store in charge in response to a request to headquarters or the like from a customer and effectively assisting the selected store in dealing with customers. <P>SOLUTION: A headquarters system that controls used car dealershops accepts requests from customers and stores the details of the requests and customer information in a request DB. As to requests for surveys or car searches, a store DB is searched to select stores near the customers as stores in charge of the requests. As to requests for evaluation, a stock DB is searched to select stores that own designated products as stores in charge of the requests. Instructions on how to deal with the customers are sent to the stores in charge along with the details of the requests and the customers information. The headquarters system extracts the requests for which a certain number of days have elapsed since their reception dates, and sends follow-up emails instructing how the stores in charge should deal. Further, the requests for which a certain period of time has elapsed since their reception dates are extracted and questionnaire request emails are sent. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention selects a responsible store for inquiries regarding products from customers sent to the headquarters, etc., and also supports a customer response support system and customer support for following the customer response status at the selected responsible store It is about the method.

  The Internet has become widely used by consumers, and electronic commerce for providing goods and services and making payments through the network is spreading. However, if it is difficult to make decisions on commercial transactions using only the information obtained through the network, for example, if you want to make a judgment by looking at the actual product, or if you want to negotiate a discount on the purchase price, you will need to provide product information online. There is a network usage method in which only inquiries from customers are accepted and actual sales negotiations are carried out by the dealer using the actual product.

  When this method is used, especially when the corresponding organization is a large-scale organization consisting of many departments or a chain store where stores are scattered in various places, the matters that customers have inquired about It is necessary to select an appropriate department or store to handle. As a technique that can meet such needs, a technique for automatically forwarding information received from a customer to a department in charge and promptly sending a reply to the customer is disclosed (for example, see Patent Document 1). .)

JP 2002-92230 A

  For example, in a used car sales franchise or chain store, as a service using the Internet, the headquarters accepts an assessment request for purchase from a customer through the network, or provides inventory information and requests a quote from the customer Accepting and providing the request information from the customer to the store in charge is performed. Here, as a method similar to the invention described in Patent Document 1, if the responsible store is specified by using the area in charge of the store or the inventory information held as a key instead of the category, the customer can promptly contact the responsible store. Request information can be provided.

  In such a case, it is important to confirm whether or not the responsible store receiving the information is promptly responding to the customer in addition to providing information to the responsible store. This is because the headquarters received the request from the customer, and if the responsible store does not respond promptly, the trust of the headquarters itself that became the first window will be impaired.

  In the invention described in Patent Document 1, whether or not the designated person in charge has actually made an answer is supposed to be managed by recording the answer information in the database. In such a case, the following problems arise.

  First, in the purchase and sale of used cars, a simple e-mail response may not be sufficient as a response, and in response to an assessment request, the person in charge at the store looks at the car that is actually subject to purchase and makes an assessment. It is necessary to show stock and present an estimate for a request for a quote that specifies a car, but such a response can be promptly performed only by recording whether or not an answer to the e-mail has been made. There is a problem that it is impossible to grasp whether or not. Moreover, there is a problem in that it is not possible to grasp whether or not the customer is satisfied with the correspondence of the store in charge only by grasping the answered fact.

  The above issues are aimed at ensuring the response to customer requests, but for sales promotion, the customer's satisfaction with the store response is further grasped and consolidated at the headquarters. -It is preferable to analyze. In order to effectively collect such information, it is preferable that the information from the customer can be acquired not at the time when the request is received from the customer but at the time when the response result becomes clear to some extent.

  The present invention has been made in order to solve such a problem, and selects a responsible store for inquiries regarding products from customers sent to the headquarters, etc., and also handles customer correspondence at the selected responsible store. It is an object of the present invention to provide a customer service support system and a customer service support method that can effectively follow the situation.

  A first invention for solving the above-described problem relates to a request reception unit that receives a request regarding a product from a customer, a request received by the request reception unit including a transmission destination of a notification to the customer and a reception time of the request Request information storage means for storing information, store information storage means for storing information relating to stores in charge of dealing with customers for products, and store selection for selecting a store in charge of the request with reference to the store information storage means Means, a store address notification transmitting means for transmitting a store address notification including at least part of the request information to the responsible store selected by the store selection means, and the request information storage means, from the time of receiving the request. Request selection means for selecting a request for which a predetermined period has elapsed, and the request Notification to a customer that sends a notification addressed to the customer for confirming the correspondence status of the store in charge to the transmission destination of the notification stored in the request information storage means for the customer who has made the request selected by the list selection means A customer response support system comprising: a transmission unit; The information related to the request stored in the request information storage means includes information related to the customer's address, and the information related to the store stored in the store information storage means includes information related to the location of the store. The store selecting means may select a store in charge by collating information on the customer's address with information on the location of the store.

  In the first invention, when a request from a customer is received in a general department such as the headquarters, the optimum store corresponding to the customer is selected and request information is provided, and at the time of receiving each request and to the customer Register the destination of the notification and, when a predetermined period has elapsed from the time of acceptance, send a notification of inquiries about the correspondence status of the store to the destination, receive the response from the customer, and select it for the customer It becomes possible to grasp whether or not the store is taking appropriate measures.

  The customer here is not limited to a purchaser who actually purchases a product, but includes all partners who make inquiries about the product. Requests related to products include all requests received from customers, such as purchase requests for products, requests for purchase quotations, requests for assessments for purchases, and other general inquiries. The product is not limited to a product, but may be a service. Notification destinations include all destinations to which notifications can be sent electronically, such as email addresses and fax numbers. When a request is received, the reception date is usually used in units of one day, but it may be divided in units longer than one week or in units shorter than one hour. There may be. The store may be a store such as a branch office or a sales office in a company, or a store related to the general department on a contract basis such as a franchise. The predetermined period may be any period, but in order to confirm a prompt response at the store in charge, it is preferably several days after the request is received.

  In addition, the selection of the store in 1st invention can select the store of the shortest distance from a customer, the store in the same administrative division, etc., for example by comparing a customer's address and the location of a store. The comparison between the customer's address and the store's address can be performed using, for example, a zip code as a key.

  A second invention that solves the above-mentioned problem relates to a request reception unit that receives a request regarding a product from a customer, and a request received by the request reception unit including a transmission destination of a notification to the customer and a reception time of the request. Request information storage means for storing information, inventory information storage means for storing information relating to inventory including the store that holds the inventory, and goods specified in the request with reference to the inventory information storage means A store selection means for selecting a store having a stock of the store as a store in charge, and a store notification for transmitting a store notification including at least a part of the request information to the store selected by the store selection means A predetermined period of time elapses from the time when the request is received from the transmission means and the request information storage means. The request selection means for selecting the requested request, and the customer who has made the request selected by the request selection means, the correspondence status of the store in charge is confirmed against the transmission destination of the notification stored in the request information storage means And a customer notification transmission means for transmitting a notification addressed to the customer.

  In the second invention, when a general department such as the headquarters receives a request for a product from a customer, the store that holds the inventory of the product is selected as a store in charge and request information is provided. By registering the recipient of the notification to the customer at the time of reception and when a predetermined period has elapsed from the time of acceptance, by sending a notification of inquiries regarding the store's response status to the recipient, It becomes possible to grasp whether or not the store selected for the customer is taking appropriate measures.

  In the second invention also, the significance of the customer, the request regarding the product, the product, the notification destination, the reception time of the request, the store, and the predetermined period is the same as in the first invention.

  In the first invention and the second invention, the information related to the request stored in the request information storage means includes a record indicating that the notification to the customer has been transmitted for the request for which the notification to the customer has been transmitted. The request selection means may select a request for which the predetermined period has elapsed from requests for which the notification sent to the customer is not recorded.

  If comprised in this way, it can prevent reliably sending a notification redundantly with respect to the customer who has already transmitted the notification for inquiring the correspondence of a store in charge to a customer.

  In addition, the first invention and the second invention are the second request selection means for selecting a request for which a second predetermined period has elapsed from the time when the request was received from the request information storage means, and the second request selection. For the customer who has made the request selected by the means, a second customer address notification for requesting a questionnaire regarding the response result of the store in charge is sent to the notification destination stored in the request information storage means And a second customer-addressed notification transmitting means, wherein the second predetermined period is set after the predetermined period has elapsed. The information related to the request stored in the request information storage means includes a record indicating that the second customer notification has been transmitted for the request for which the second customer notification has been transmitted. The second request selecting means may select a request for which the second predetermined period has elapsed from requests for which the second customer addressed notification transmission has not been recorded.

  In this configuration, when a certain amount of time has passed since the request from the customer, and the response at the store in charge is considered to have been completed, by requesting a questionnaire including the response at the store in charge , To understand the overall satisfaction of customers. The second predetermined period is preferably a time when the handling of the customer at the store in charge is almost completed, and the length of the period usually varies depending on the type of business and the business type. Even in this configuration, it is possible to reliably prevent duplicate notifications from being transmitted by recording the customer who has transmitted the questionnaire request notification.

  Further, according to the first and second aspects of the invention, the request accepting means accepts the request to the destination of the notification stored in the request information storing means for the customer who accepted the request. It can also be characterized by comprising reception notification transmission means for transmitting a notification of reception for notification.

  If comprised in this way, improvement of customer service can be aimed at by notifying that a request was received with respect to a customer as a pre-stage which checks correspondence in a store in charge.

  Further, the first invention and the second invention are a notification model storage for storing a model for creating at least one of the notification to the store, the notification to the customer, the notification to the second customer, and the reception notification. At least one of the store-addressed notification transmitting means, the customer-addressed notification transmitting means, the second customer-addressed notification transmitting means, and the acceptance notification transmitting means is stored in the notification template storage means. It is also possible to send a notification created by using.

  If comprised in this way, it will become possible to produce immediately the notification corresponding to each pattern.

  In addition, 1st invention and 2nd invention can also be comprised as a customer response support method using the customer response support system concerning these inventions.

  According to the present invention, it is possible to select a store in response to an inquiry regarding a product from a customer sent to the headquarters and the like, and to effectively follow a customer-facing situation at the selected store in charge.

  In other words, in the headquarters and other supervising departments, it is possible to grasp whether or not the handling of the responsible store was promptly performed, and not only to grasp the fact that the customer answered, but also check whether the customer was satisfied with the handling of the responsible store. Therefore, it is possible to promote sales support at the store in charge using such information. In addition, it is possible to collect effective information to be used for sales promotion at each store by requesting a questionnaire for customer satisfaction at the point when the handling at the responsible store is considered to have been completed. It becomes possible.

  The best mode for carrying out the present invention will be described below in detail with reference to the drawings. In the following, an example of selling and purchasing a used car at a franchise store will be described, but the present invention is not limited to such an embodiment.

  FIG. 1 is a diagram showing an example of an operation mode of a customer service support system according to the present invention. FIG. 2 is a block diagram showing the configuration of the customer service support system according to the present invention. 3, 4, and 5 are diagrams showing examples of a request database, a store database, and an inventory database, respectively, of the customer support system according to the present invention. FIGS. 6 and 7 are diagrams showing examples of thank you mails and contact mails addressed to stores that are transmitted for assessment requests by the customer service support system according to the present invention. FIG. 8 and FIG. 9 are diagrams showing examples of thank you mails and contact mails addressed to stores that are transmitted for quotation requests by the customer service support system according to the present invention. FIG. 10 and FIG. 11 are diagrams showing examples of thank you mails and contact mails addressed to stores that are sent for vehicle search requests by the customer service support system according to the present invention. FIG. 12 is a diagram showing an example of a follow mail addressed to a customer transmitted by the customer service support system according to the present invention. FIG. 13 is a diagram showing an example of a questionnaire mail addressed to a customer transmitted by the customer service support system according to the present invention. FIG. 14 and FIG. 15 are flowcharts showing a flow of sending a thank you mail and a follow mail addressed to the customer, respectively, by the customer service support system according to the present invention.

  The operation form of the customer service support system according to the present invention will be described with reference to FIG. In the headquarters system that supervises used car sales and purchase stores, when a request for an assessment or a request for quotation is received from a customer, the content of the request and information about the customer are stored in the request database, and a thank you mail is sent to the customer Is done.

  Next, when the content of the request is an assessment request or a search request, the store database is searched and a store close to the customer's address is selected to select the customer's neighboring store as the store in charge. When the content of the request is an estimate request designating a specific product, the store that stores the product is searched and the store that holds the product is selected in order to select the store that holds the product as stock as the responsible store.

  For the store selected in this manner, the request content and customer information are transmitted as a contact mail, and an immediate response to the customer is instructed. At the store that received the contact e-mail, the customer is contacted to proceed with the assessment or estimation using an actual vehicle. On the other hand, the request database records the reception date of each request and the transmission destination of the mail to the customer. The headquarters system picks up a request that has passed a certain number of days, for example, about 2 to 3 days from the reception date. Then, a follow-up mail for confirming whether or not the responsible store is compatible and whether or not the response of the responsible store is satisfactory is transmitted.

  In addition, a request for a certain period from the date of reception, for example, about 3 months when the request is expected to have been completed has been picked up, and the response of the store in charge is satisfactory, or a request for other services A survey request email is sent to help you understand.

  FIG. 2 shows the configuration of a customer service support system according to the present invention. In FIG. 2, the customer support system 10 according to the present invention includes a request database 11, a store database 12, an inventory database 13, a mail template file 14, a request reception unit 15, a store selection unit 16, a mail creation unit 17, and a mail transmission. A portion 18 is provided. The customer service support system 10 is configured to be able to transmit / receive data to / from the customer terminal 20 and the store terminal 30 through a communication network such as the Internet.

  An example in which the customer service support system 10 is operated at the headquarters of a used car sales / purchase chain store and a request item from a customer is transmitted to a store terminal 30 provided in each store will be described. The web server operated by a chain store provides sales information such as used car inventory information to customers, requests for assessment of used cars, requests for searching for used cars that customers are looking for, and inventory A request from a customer such as an estimate request for a specific vehicle is received from the customer terminal 20 through the Internet.

  A request input from the customer terminal 20 is received by the request reception unit 15 of the customer support system 10. For the received request, the store selection unit 16 determines the type of the request, searches the store database 12 or the inventory database 13 according to the request type, and selects the store in charge of the received request. At the same time, the received request information is stored in the request database 11 with the reception date and information about the store in charge. The selection of the store in charge is performed as follows.

  First, if the request is an assessment request or a car search request, it is not a specific inventory that the store has, so the nearby store of the customer who made the request is the responsible store so that the customer can be followed easily. It is preferable to select as. Therefore, the store selection unit 16 compares the address of the customer who made the request with the location of each store, and selects the optimum store.

  Specifically, in the store database 12, as shown in the example of FIG. 4, a zip code and a location are recorded as basic information of the store in a record provided for each store. A nearby store can be selected by checking the customer's address in the customer information received from the customer terminal 20 by using the city name or town name of the location. A postal code may be collated with a key to select a nearby store. The selection of nearby stores here is based on the convenience of handling, and is not intended to select the store at the shortest distance in a strict sense. Is considered the most reasonable.

  Next, if the request is an estimate request specifying the stock introduced on the Web, it is necessary to select the store that holds the stock as the store in charge so that the store that owns the stock can handle it. Become. Therefore, the store selection unit 16 searches the stock database 13 and selects a store that holds the stock specified by the customer.

  Specifically, in the inventory database 13, as shown in the example of FIG. 5, the store code of the store that holds the inventory product is recorded in the record provided for each inventory product. If the stock is specified, the stock store 13 can be identified from the store code with reference to the stock database 13 and selected as the store in charge.

  When the responsible store is selected, the request information from the customer is stored in the request database 11 with the date of receipt of the request and information about the responsible store. The request information may be stored immediately in the request database 11 at the time of reception, and information on the responsible store may be given after the responsible store is selected. FIG. 3 shows an example of the request database 11. In the record provided for each request, the name, address, postal code, etc. of the customer who made the request, the store code of the store selected as the person in charge, the type of request, the reception date Etc. are recorded. In addition, a field for recording a flag indicating that a thank you mail, a follow mail, etc. has been sent to the customer is provided.

  When the store in charge is selected and the acceptance of the request is completed, the email creation unit 17 sends a thank you email for notifying the requesting customer's email address of the request transmission and the completion of the acceptance. It is created and transmitted from the mail transmission unit 18 to the customer terminal 20. 6, 8, and 10 show examples of thank-you mails for an assessment request, an estimate request, and a vehicle search request, respectively. The customer is notified that the request has been accepted and that the customer in charge will promptly reply.

  In addition, in the mail creation unit 17, a contact mail for transmitting the request contents of the customer is created for the responsible store selected by the store selection unit 16, and is transmitted from the mail transmission unit 18 to the store terminal 30. 7, 9, and 11 show examples of contact mails for an assessment request, an estimate request, and a vehicle search request, respectively. The responsible store is informed of the contents of the request from the customer and requested to promptly answer the customer.

  The above-mentioned thank you mail and contact mail preferably use electronic mail, but may be sent by other means such as fax and automatic voice telephone as long as they can be processed electronically. Since the creation of these emails usually follows a standard format, the email body corresponding to each pattern can be efficiently created by storing the template for each request type and destination in the email template file 14. Can be created.

  Furthermore, in order to send a follow-up email for inquiring about the correspondence status of the store in charge to the customer, the email creation unit 17 selects and selects a record that has passed a predetermined period from the request reception date from the request database 11. A follow-up mail related to the contents of the record is created and transmitted to the customer's destination recorded in the record selected by the mail transmission unit 18.

  In the example of FIG. 3, for example, if it is ruled that a follow-up mail is transmitted after 3 days have passed since receipt, a record that has passed 3 days or more is selected with reference to the reception date / time field once in the request database. Requests that have already sent a follow email are excluded from being sent by setting a flag in the follow email field, and no follow email is sent even if more than 3 days have passed. By setting in this way, it is possible to transmit follow emails for all accepted requests and prevent sending duplicate follow emails to one request.

  FIG. 12 is an example of a follow mail transmitted to a customer. This e-mail contains information that confirms whether the responsible store has contacted the customer, and whether the responsible store's response was satisfactory. If it is sufficient, the headquarters in charge can quickly consider the response.

  Such a follow-up email addressed to the customer may be transmitted again not only after a few days after selecting the store in charge, but also at a time when the negotiation is considered to have progressed, for example, several months later. The email sent at this time is not a confirmation of whether or not the store in charge responded, but after the results of the negotiations became clear, the response of the store in charge was satisfactory, The purpose is to confirm customer satisfaction such as whether or not there is a request for the service, and to use it to improve the service of the entire group. For such confirmation, a method may be used in which a questionnaire is requested from the customer on the Web.

  The e-mail transmission procedure may be the same as the transmission of the follow e-mail described above, and the e-mail creation unit 17 selects a record that has passed a predetermined period from the request reception date from the request database 11, and the content of the selected record A questionnaire request mail is created and transmitted to the customer's destination recorded in the record selected by the mail transmission unit 18. In the example of FIG. 3, for example, if it is ruled that a questionnaire email is sent after 3 months have passed since acceptance, a record that has passed 3 months or more is selected once a day by referring to the reception date field in the request database. On the other hand, a request for sending a questionnaire mail is excluded from the transmission target by setting a flag in the field of the questionnaire mail, and the questionnaire mail is not sent even after three months have passed.

  Note that the questionnaire request email is not of a character that requires quicker transmission than the follow email, so the above operation selects the destination for each month, for example, and sends the survey request emails together. It is good as well.

  FIG. 13 is an example of a questionnaire mail transmitted to a customer. This e-mail includes contents for requesting an answer to a questionnaire on the Web from a customer who uses the service. Such a questionnaire may not use the Web, but may describe the contents of the questionnaire in the body of the email and request a reply from the customer.

  The operations in the request reception unit 15, the store selection unit 16, the mail creation unit 17, and the mail transmission unit 18 described so far do not need to be physically separated, and are provided in the customer support support system 10. A program for causing the RAM to execute each operation may be sequentially read out, and the CPU may perform arithmetic processing to implement each function.

  A flow of sending a thank you mail by the customer service support system according to the present invention will be described using the flowchart of FIG. First, when a request from a customer is received (S01), customer information and request information are registered in a database (S02).

  Next, the type of the request is confirmed, and it is determined whether the content of the request is an assessment request or a vehicle search request (S03). If it falls under these types, the customer's address postal code is acquired from the customer information (S04), the customer's neighboring store is selected from the store database using the postal code as a key, and specified as the responsible store ( S05). A mail for notifying the contents of the assessment request or the vehicle search request is transmitted to the store that has become the responsible store (S06). A regular thank you mail is sent to the customer (S07), and the process is terminated.

  On the other hand, if it does not correspond to either the assessment request or the search request, it is determined whether or not the request is an estimate (S08). When it corresponds to the request for quotation, the inventory specified by the customer is searched in the inventory database (S09), and it is confirmed whether or not the inventory exists (S10). If there is a stock, the stock holding store recorded in the stock database is specified, and an e-mail for notifying the content of the request for quotation is sent to the store (S11). A regular thank you mail is sent to the customer (S07), and the process is terminated.

  If the request from the customer is not a request for quotation, or if the specified inventory does not exist in the inventory database, an email will be sent to the customer explaining the circumstances and notifying that the request has not been accepted. (S12), and the process ends.

  A flow for transmitting a follow mail addressed to a customer by the customer support system according to the present invention will be described using the flowchart of FIG. For example, when a process for sending a follow mail is started at a frequency of once a day, one record is selected from the request database (S21), and it is checked whether there is a flag indicating that the follow mail has been sent. (S22). If there is a flag, it is confirmed whether or not confirmation has been completed for all records in the request database (S29), and if there is an unconfirmed record, the next record is selected (S21). When it is gone, the process ends.

  If there is no flag, the reception date of the request recorded in the record is referred to (S23). It is confirmed whether or not the predetermined number of days set for transmitting the follow mail from the reception date has passed (S24). If the predetermined number of days has not passed, confirmation is made for all records in the request database. It is confirmed whether or not it has been completed (S29), and if there is an unconfirmed record, the next record is selected (S21), and if there is no unconfirmed record, the process ends.

  If the predetermined number of days have passed, the mail body, which is a template for follow mail, is acquired from the mail template file (S25), customer information and request information are acquired from the request database (S26), and sent to the customer. A follow mail is created (S27). When the created follow mail is transmitted to the customer (S28), it is confirmed whether or not confirmation has been completed for all the records in the request database (S29), and if there is an unconfirmed record, the next record is selected (S21). ), The process ends when there are no more unconfirmed records.

It is a figure which shows an example of the operation | use form of the customer service assistance system concerning this invention. It is a block diagram which shows the structure of the customer service assistance system concerning this invention. It is a figure which shows an example of the request database of the customer service assistance system concerning this invention. It is a figure showing an example of a store database of a customer correspondence support system concerning the present invention. It is a figure which shows an example of the inventory database of the customer service assistance system concerning this invention. It is a figure which shows an example of the thank you mail (related to an assessment request) transmitted by the customer service support system concerning this invention. It is a figure which shows an example of the contact mail addressed to the store (related to the assessment request) transmitted by the customer service support system according to the present invention. It is a figure which shows an example of the thank you mail (thing regarding a request for quotation) transmitted by the customer service assistance system concerning this invention. It is a figure which shows an example of the contact mail addressed to the store (related to an estimate request) transmitted by the customer service support system according to the present invention. It is a figure which shows an example of the thank you mail (related to a vehicle search request) transmitted by the customer service support system concerning this invention. It is a figure which shows an example of the contact mail addressed to the store (related to a vehicle search request) transmitted by the customer service support system according to the present invention. It is a figure which shows an example of the follow mail addressed to the customer transmitted by the customer correspondence support system concerning this invention. It is a figure which shows an example of the questionnaire mail addressed to the customer transmitted by the customer correspondence support system concerning this invention. It is a flowchart which shows the flow which transmits a thank you mail by the customer service assistance system concerning this invention. It is a flowchart which shows the flow which transmits the follow mail addressed to a customer by the customer correspondence support system concerning this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 Customer support system 11 Request database 12 Store database 13 Inventory database 14 Mail model file 15 Request reception part 16 Store selection part 17 Mail preparation part 18 Mail transmission part 20 Customer terminal 30 Store terminal

Claims (10)

A request accepting means for accepting a request for a product from a customer;
A request information storage unit that stores information about a request received by the request reception unit including a destination of the notification to the customer and a reception time of the request;
Store information storage means for storing information about stores in charge of customer service for products;
A store selection unit for selecting a store in charge of the request with reference to the store information storage unit;
A store notification transmission unit that transmits a store notification including at least a part of the request information to the responsible store selected by the store selection unit;
Request selection means for selecting a request for which a predetermined period has elapsed from the time of receiving the request, from the request information storage means;
For a customer who has made a request selected by the request selection means, to a customer who sends a notification addressed to the customer for confirming the correspondence status of the store in charge to the transmission destination of the notification stored in the request information storage means Notification sending means;
A customer support system characterized by comprising: The information related to the request stored in the request information storage means includes information related to the customer's address, the information related to the store stored in the store information storage means includes information related to the location of the store,
2. The customer service support system according to claim 1, wherein the responsible store selection means selects the responsible store by collating information regarding the customer's address with information regarding the location of the store. A request accepting means for accepting a request for a product from a customer;
A request information storage unit that stores information about a request received by the request reception unit including a destination of the notification to the customer and a reception time of the request;
Inventory information storage means for storing information relating to inventory including a store that holds the inventory for the inventory of goods;
A responsible store selecting means for selecting a store holding the stock of the product designated in the request with reference to the inventory information storing means,
A store notification transmission means for transmitting a store notification including at least a part of the request information to the store in charge selected by the store selection means;
Request selection means for selecting a request for which a predetermined period has passed since the request reception time, from the request information storage means;
For a customer who has made a request selected by the request selection means, to a customer who sends a notification addressed to the customer for confirming the correspondence status of the store in charge to the transmission destination of the notification stored in the request information storage means Notification sending means;
A customer support system characterized by comprising: The information related to the request stored in the request information storage means includes a record indicating that the notification to the customer has been transmitted for the request for which the notification to the customer has been transmitted,
4. The customer support system according to claim 1, wherein the request selection unit selects a request for which the predetermined period has elapsed from requests for which the notification sent to the customer is not recorded. 5. Second request selecting means for selecting a request for which a second predetermined period has elapsed from the time of receiving the request from the request information storing means;
For a customer who has made the request selected by the second request selection means, a second for requesting a questionnaire regarding the correspondence result of the store in charge to the transmission destination of the notification stored in the request information storage means A second customer notification transmission means for transmitting the customer notification,
The customer support system according to any one of claims 1 to 3, wherein the second predetermined period is set after the predetermined period has elapsed. The information related to the request stored in the request information storage means includes a record indicating that the second customer notification has been transmitted for the request for which the second customer notification has been transmitted,
6. The customer according to claim 5, wherein the second request selecting means selects a request for which the second predetermined period has elapsed from requests for which the second customer addressed notification transmission has not been recorded. Response support system. A reception notification transmission unit configured to transmit a reception notification for notifying the customer of the request received by the request reception unit that the request has been received to a transmission destination of the notification stored in the request information storage unit; The customer service support system according to claim 1, wherein: A notification template storage means for storing a template for creating at least one of the notification to the store, the notification to the customer, the notification to the second customer, and the reception notification;
At least one of the store notification transmission means, the customer notification transmission means, the second customer notification transmission means, and the reception notification transmission means is a notification created using a template stored in the notification template storage means The customer support system according to any one of claims 1 to 7, wherein: A computer accepting a request for buying or selling a product from a customer;
Storing the information about the request received in the step of receiving the request including the transmission destination of the notification to the customer and the reception time of the request in a request information storage device;
Selecting a store in charge of the request with reference to a store information storage device in which the computer stores information relating to a store in charge of dealing with customers for buying and selling goods;
A step of transmitting a notification addressed to the store including at least a part of the request information to the responsible store selected in the step of selecting the store;
The computer selecting a request for which a predetermined period has elapsed from the time of receiving the request from the request information storage device;
For the customer who made the request selected in the step of selecting the request, the computer is addressed to the customer for confirming the correspondence status of the store in charge to the transmission destination of the notification stored in the request information storage device. Sending a notification;
A support method for dealing with customers, characterized by comprising: A computer accepting a request for buying or selling a product from a customer;
The computer stores information on the received request in the step of receiving the request including the destination of the notification to the customer and the time of receiving the request;
The computer refers to an inventory information storage device that stores information about inventory including the store that holds the inventory for the inventory of the product, and selects a store that holds the inventory of the product specified in the request;
The computer sending a notification addressed to the store including at least a part of the request information to the responsible store selected in the step of selecting the responsible store;
The computer selecting a request for which a predetermined period has elapsed from the time when the request is received from the request information storage device;
For the customer who made the request selected in the step of selecting the request, the computer is addressed to the customer for confirming the correspondence status of the store in charge to the transmission destination of the notification stored in the request information storage device. Sending a notification;
A customer support method characterized by comprising: