JP2005292935A - Answering work support apparatus and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To expedite answering work to customers' inquiries. <P>SOLUTION: A server apparatus 1 receives information about a customer's inquiry, decides an operator in charge of the received inquiry according to an operator table registering operator information about operators and the information about the customer's inquiry, generates inquiry information including the received inquiry information and the decided operator information, and registers it in an inquiry management table. About each piece of inquiry information registered in the inquiry management table, the server apparatus 1 generates notification data on the inquiry for at least either a terminal of the operator in charge of the inquiry or a terminal of a person concerned with the operator according to elapsed days from the reception date of the inquiry indicated by the inquiry information, and sends them to the corresponding client terminal 2. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to an answering work support apparatus that supports answering work for inquiries from customers.

  2. Description of the Related Art Conventionally, as a technology for supporting an answering operation for an inquiry from a customer who purchased a product, a system for receiving an inquiry from a customer, a system for managing an answerer's answer to an inquiry by a computer, and the like are known.

For example, there is a system in which a server accepts information about a product such as an inquiry from a purchaser of the product, quality confirmation, opinion posting, and a complaint via a web page, and transmits an answer to the inquiry by e-mail.
JP 2003-108741 A (page 3, FIG. 1)

  However, in the system as described above, in order to quickly answer an inquiry from a customer, information on the inquiry has not been used.

The present invention has been made in view of the above circumstances, and an object thereof is to provide an answering work support apparatus and the like that can improve the efficiency of answering work for inquiries from customers.
Another object is to provide an answering work support apparatus for realizing a quick answering work.

In order to achieve the above object, an answering work support apparatus according to the first aspect of the present invention is:
A means of accepting information about customer inquiries,
A determination means for determining a person in charge of the inquiry based on a person-in-charge table in which person-in-charge information on the person in charge is registered, and information on the inquiry from the customer;
Means for generating inquiry information including information on the received inquiry and information of the determined person in charge and registering the inquiry information in an inquiry management table;
For each inquiry information registered in the inquiry management table, based on the number of days elapsed from the reception date of the inquiry indicated by the inquiry information, the terminal of the person in charge of the inquiry, the terminal of the person in charge of the person in charge, Notification transmission means for generating and transmitting notification data regarding an inquiry to at least one of
It is characterized by providing.

  The notification data by the notification transmission unit may be content that prompts a reply process for an inquiry, and may include information on the elapsed days.

  The notification transmission unit may change the transmission cycle of the notification data for each inquiry information based on the elapsed days.

  The inquiry management table further includes means for determining an additional person in charge of the inquiry management information whose number of days elapsed from the inquiry reception date indicated by the inquiry information exceeds a predetermined number among the inquiry information registered in the inquiry management table. Good.

An answering work support apparatus according to the second aspect of the present invention is:
A means of accepting information about customer inquiries,
A determination means for determining a person in charge of the inquiry based on a person-in-charge table regarding the person in charge and information on the inquiry from the customer;
Means for generating inquiry information including information on the received inquiry and information of the determined person in charge and registering the inquiry information in an inquiry management table;
Means for searching the person-in-charge information of the person in charge determined by the determining means from the person-in-charge table, and updating data of the number of persons in charge of the person in charge included in the searched person-in-charge information;
For each inquiry information registered in the inquiry management table, based on the number of cases indicated by the person-in-charge information of the person in charge of the inquiry, the terminal of the person in charge of the inquiry, the terminal of the person in charge of the person in charge, Notification transmission means for generating and transmitting notification data regarding an inquiry to at least one of
It is characterized by providing.

  When the number of cases of the person in charge indicated by the person-in-charge information exceeds a predetermined number for the person-in-charge information registered in the person-in-charge table, the notification transmission unit notifies the terminal of the person in charge of the person in charge May be sent.

  For the person in charge information registered in the person in charge table, when the number of persons in charge indicated by each person in charge information exceeds a predetermined number, the person in charge is changed for the inquiry information of the person in charge in charge. Means may further be provided.

An answering work support apparatus according to a third aspect of the present invention is:
A means of accepting information about customer inquiries,
A determination means for determining a person in charge of the inquiry based on a person-in-charge table in which person-in-charge information on the person in charge is registered, and information on the inquiry from the customer;
Means for generating inquiry information including information on the received inquiry and information of the determined person in charge and registering the inquiry information in an inquiry management table;
For each inquiry information registered in the inquiry management table, referring to the customer management table in which information indicating the importance of the customer is registered, based on the importance of the customer, the terminal of the person in charge of the inquiry, Notification transmission means for generating and transmitting notification data related to an inquiry to at least one of the terminals of the person in charge of the person in charge;
It is characterized by providing.

  The notification data by the notification transmission means is a content that prompts a reply process for an inquiry, and may include the importance level information.

  The degree of importance of the customer may be based on the rank of the customer.

  The degree of importance of the customer may be based on the number of inquiries from the customer.

The inquiry information may include at least one of information on an inquiry reception date, information on a person in charge of the inquiry, and answer processing status information regarding an answer processing status for the inquiry,
A means of accepting the specification of an inquiry for which response processing has been completed;
Means for searching for inquiry information corresponding to the specified inquiry from the inquiry information registered in the inquiry management table, and setting that the answer processing is completed in the answer processing status information in the inquiry information; You may prepare,
The notification transmission means identifies the inquiry information to be transmitted as notification data by determining whether or not the response processing completion information is set in the response processing status information of the inquiry information registered in the inquiry management table. May be.

  The notification transmission means sends notification data indicating that the person in charge of inquiry has been determined every time the person in charge of inquiry is determined by the determination means, the terminal of the person in charge and the terminal of the person in charge of the person in charge And at least one of them.

The information about the inquiry may include at least one of information on a product to be inquired and information on the technical content of the inquiry,
The determination unit may determine a person in charge of the inquiry based on at least one of the information on the inquiry target product and the technical content of the inquiry.

  The determination means refers to a table in which information on a person in charge, at least one of product information and technical content information is associated with each other, and information on the inquiry target product and information on the technical content of the inquiry The person in charge of the inquiry may be determined by searching for information on the person in charge associated with information that matches at least one of the above.

The inquiry information may include type information indicating whether the inquiry is an inquiry type including an inquiry about a complaint about the quality of a product and an inquiry about a technical content,
The notification transmission unit may transmit the notification data based on the type information of the inquiry information.

The inquiry information may include information on an inquiry reception date and an inquiry target product,
Regarding the number of days elapsed from the reception date of the inquiry indicated by each inquiry information registered in the inquiry management table, at least one of the information on the inquiry target product, the information on the person in charge of the inquiry, and other information related to the inquiry There may be further provided means for classifying and counting based on the data and outputting the counting result.

A program according to the fourth aspect of the present invention is
On the computer,
Receiving information about customer inquiries,
Determining a person in charge of the inquiry based on a person-in-charge table in which person-in-charge information related to the person in charge is registered, and information on the inquiry from the customer;
Generating inquiry information including information on the received inquiry and information of the determined person in charge and registering the inquiry information in an inquiry management table;
For each inquiry information registered in the inquiry management table, based on the number of days elapsed from the reception date of the inquiry indicated by the inquiry information, the terminal of the person in charge of the inquiry, the terminal of the person in charge of the person in charge, Generating and sending notification data about the inquiry to at least one of
Is executed.

A program according to the fifth aspect of the present invention is
On the computer,
Receiving information about customer inquiries,
Determining a person in charge of the inquiry based on a person-in-charge table in which person-in-charge information related to the person in charge is registered, and information on the inquiry from the customer;
Generating inquiry information including information on the received inquiry and information of the determined person in charge and registering the inquiry information in an inquiry management table;
From the person-in-charge table in which person-in-charge information related to the person-in-charge is registered, the person-in-charge information of the person in charge determined by the determining means is searched, and the data on the number of persons in charge in the person-in-charge included in the searched-in person information Step,
For each inquiry information registered in the inquiry management table, based on the number of cases indicated by the person-in-charge information of the person in charge of the inquiry, the terminal of the person in charge of the inquiry, the terminal of the person in charge of the person in charge, Generating and sending notification data about the inquiry to at least one of
Is executed.

A program according to the sixth aspect of the present invention is
On the computer,
Receiving information about customer inquiries,
Determining a person in charge of the inquiry based on a person-in-charge table in which person-in-charge information related to the person in charge is registered, and information on the inquiry from the customer;
Generating inquiry information including information on the received inquiry and information of the determined person in charge and registering the inquiry information in an inquiry management table;
For each inquiry information registered in the inquiry management table, referring to the customer management table in which information indicating the importance of the customer is registered, based on the importance of the customer, the terminal of the person in charge of the inquiry, Generating and transmitting notification data relating to an inquiry to at least one of the terminals of the person concerned.
Is executed.

  According to the present invention, it is possible to perform a quick answering operation for an inquiry from a customer.

  Hereinafter, an answering service support system according to an embodiment of the present invention will be described with reference to the drawings.

(Embodiment 1)
FIG. 1 shows a configuration example of an answering work support system according to Embodiment 1 of the present invention. As shown in the figure, this answering work support system includes a server device 1 and a client device 2, which are connected via a network 10 such as the Internet or an intranet. The client device 2 includes, for example, a device connected to the server device 1 via a network such as an intranet and a device connected to the server device 1 via a network such as the Internet. In addition, the server device 1 is configured to be connectable to an information communication terminal held by a customer via the Internet or the like.

  For example, as illustrated in FIG. 2, the server device 1 includes a computer including a control unit 11, a storage unit 12, a display unit 13, an input unit 14, and a communication control unit 15. Further, for example, a printing device may be connected to the server device 1.

  The control unit 11 includes a CPU (Central Processing Unit), a ROM (Read Only Memory), a RAM (Random Access Memory), and the like. The CPU reads and executes the operation program stored in the storage unit 12 to perform various processes described later.

The storage unit 12 stores an operation program executed by the control unit 11 and various data necessary for processing.
In addition, the storage unit 12 includes an inquiry management table in which inquiry information about an inquiry from a customer is registered, a person management table in which person information about a person in charge is registered, a customer management table in which customer information about a customer is registered, and the like. A database 121 is provided for storage.
As shown in FIG. 3, for example, the inquiry information registered in the inquiry management table includes a management number for identifying an inquiry, a customer name of the inquiry source, a product name of the inquiry target product, an inquiry technical field, an inquiry classification type ( For example, it includes data such as inquiries regarding technical contents of products, complaints regarding product quality, etc., inquiry contents, person in charge, date of inquiry (acceptance date), processing completion date (answer date), and the like. Further, it may further include a product code, a person-in-charge code, and the like.
The person-in-charge information registered in the person-in-charge management table includes, as shown in FIG. 4, for example, the person in charge name, the product name of the product in charge (name of the product in charge), the technical field in charge, the supervisor name, This includes data such as the number of cases in charge (the number of cases being processed), the management number of the inquiry in charge of the person in charge (management number in charge), the mail address of the person in charge, the mail address of the supervisor of the person in charge. Further, a person-in-charge code or the like may be further included.
The customer information registered in the customer management table includes, for example, as shown in FIG. 5, the customer name, the customer rank indicating the customer rank, the number of inquiries, the management number of the inquiry made by the customer (inquiry management number). , Including customer satisfaction data.

The display unit 13 includes a display device such as a display device, and outputs various screens according to instructions from the control unit 11.
The input unit 14 is configured by an input device such as a keyboard and a pointing device, for example, and transmits input data to the control unit 11.
The communication control unit 15 controls communication with the client device 2 and other devices via the network 10.

The client device 2 is a terminal that is operated by each person in charge of inquiries and a supervisor of each person in charge, and includes a control unit, a storage unit, a display unit, an input unit, a personal computer equipped with a communication control unit, and the like Is done. The control unit of the client device 2 executes a program or the like stored in the storage unit, thereby
A process for receiving and outputting a notification from the server apparatus 1, a process for transmitting a notification that the answer process has been completed for the inquiry case designated by the person in charge, and a person in charge for the inquiry case designated by the supervisor The process of transmitting the change request to the server device 1 is performed.

Next, the processing operation of the server device 1 will be described.
First, a reception process in which the server apparatus 1 receives an inquiry from a customer via the Internet or the like will be described with reference to a flowchart of FIG.
When the control unit 11 of the server apparatus 1 receives an inquiry request from a customer terminal via the Internet or the like, for example, in response to the inquiry request, for example, a customer name, a product name, an inquiry technical field, an inquiry classification, an inquiry content, An input screen for inputting various data such as the name of the person in charge is transmitted to the requesting terminal, and input data for the input screen is received (step S1).

  And the control part 11 determines the person in charge of the inquiry based on the product name which the received data shows, the technical field of inquiry, etc. (step S2). Specifically, for example, the control unit 11 refers to the person-in-charge management table of the database 121, the received product name data is set to “in charge product name”, and the received technical field data is Search for person-in-charge information set in "Technical field". Then, the person-in-charge name included in the retrieved person-in-charge information is acquired. At this time, when a plurality of person-in-charge information corresponding to the search condition is searched, one person-in-charge is used by using a predetermined criterion such as selecting a person-in-charge with the smallest number of persons in charge in the person-in-charge information. Information may be selected.

  Next, the control unit 11 assigns a new management number and obtains it from the assigned management number, the input data received in step S1, the person in charge of the person in charge determined in step S2, and the internal timer. Inquiry information (see FIG. 3) is generated using the data such as the current date and is registered in the inquiry management table stored in the database 121 of the storage unit 12 (step S3). The numbering method of the management number is arbitrary. For example, when using a serial number, the data of the serial number for numbering stored in the storage unit 12 or the like is read, and 1 is added to the serial number. A thing may be used. In this case, the serial number stored in the storage unit 12 is updated and stored with the serial number after the addition. The input format of the input screen transmitted to the customer's terminal is arbitrary. For example, predetermined items such as product names, technical fields, and inquiry classifications are prepared and selected from a plurality of options. May be. The date acquired from the internal timer is set as “inquiry occurrence date” data in the inquiry information. In addition, a predetermined initial value (for example, “not yet”) is set as the “completion date” in the inquiry information.

  Next, the control part 11 updates the customer management table of the database 121 (step S4). Specifically, the customer management table is searched using the customer name in the inquiry information generated in step S3 as a search condition. When the corresponding customer information is searched, 1 is added to the value of “number of occurrences” in the customer information, and the management number in the inquiry information generated in step S3 is additionally registered in the inquiry management number.

  Next, the control unit 11 updates the person-in-charge management table in the database 121 (step S5). Specifically, the person-in-charge management table is searched using the person-in-charge name in the inquiry information generated in step S3 as a search condition. When the person-in-charge information is searched, 1 is added to the value of “number of persons in charge” in the person-in-charge information, and the management number in the inquiry information generated in step S3 is additionally registered in the person-in-charge management number.

  Next, the control part 11 transmits the notification with respect to a person in charge by electronic mail (step S6). Specifically, a part or all of the inquiry information generated in step S3 (for example, management number, customer name, inquiry classification, inquiry contents, etc.) and “number of persons in charge” in the person-in-charge information updated in step S5 Etc., and generate an e-mail with the content that informs the person in charge of the inquiry that the decision was made (for example, Mr. XX will be in charge of the following inquiries ...) The generated e-mail is transmitted to the e-mail address of the person in charge included in the person-in-charge information searched in step S5.

Next, the control unit 11 refers to the number of cases in the person-in-charge information updated in step S5, and determines whether the value exceeds a predetermined number preset in the storage unit 12 (step S7).
When it is determined that the number of cases in charge exceeds a predetermined number (step S7: YES), a notification is transmitted to the supervisor in charge (step S8). Specifically, including the contents of data such as “name of person in charge”, “number of persons in charge”, and “in charge of management number” in the person-in-charge information updated in step S5, the number of persons in charge of the person in charge became a predetermined number or more. (E.g., the person in charge of Mr. XX has exceeded △. The management number of the person in charge of Mr. XX is ...), and the person in charge Send to the supervisor's email address included in the information. Further, for example, the same e-mail generated in step S6 may be transmitted to the supervisor.
If it is determined in step S7 that the number of cases in charge does not exceed the predetermined number (step S7: NO), step S8 is skipped and the process is terminated.
The person in charge or the boss operates the client device 2 to receive an e-mail addressed to him / herself.

Next, a completion process in which the server apparatus 1 receives a process completion notification from the client apparatus 2 of the person in charge will be described with reference to the flowchart of FIG.
For example, when the answering operation for the inquiry is completed, the client device 2 connects to the server device 1 in accordance with the input operation of the person in charge, and transmits a processing completion notification indicating that the answering operation for the inquiry is completed to the server device 1.
Upon receiving the processing completion notification from the client device 2, the control unit 11 of the server device 1 responds to this by specifying information for identifying the inquiry information of the inquiry for which the answer processing has been completed (for example, the management number of the inquiry information) Etc.) is input to the client device 2 and input data for the input screen is received from the client device 2 (step S11). In the process completion notification reception process, for example, the control unit 11 of the server apparatus 1 transmits process menu screen data in response to an access from the client apparatus 2. “Response completion” is selected and input, and in response to the selection input, the client device 2 may transmit a processing completion notification to the server device 1 and the server device 1 may receive the processing completion notification.

  Next, the control unit 11 searches the inquiry management table stored in the database 121 using the received management number as a search condition, and the current date acquired from the internal timer in the “completion date” of the searched inquiry information. Is set and updated (step S12).

Next, the control unit 11 searches the person-in-charge management table stored in the database 121 using the management number received in step S12 as a search condition, and corresponds from the “person-in-charge management number” data of the searched person information. The management number is deleted and updated by subtracting 1 from the value of “number of cases” (step S13).
Next, the control unit 11 searches the customer management table stored in the database 121 using the management number received in step S12 as a search condition, and the corresponding management number from the “inquiry management number” data of the searched customer information. Is deleted and updated (step S14), and this process is terminated.
As a result, the completion date is set in the inquiry information for the case where the reply operation for the inquiry is completed.
In this embodiment, the management number is input as information for specifying the inquiry information. However, the data to be input is arbitrary as long as the information can specify the inquiry information. For example, input data items such as customer name, product name, person in charge, date of occurrence, etc., specify the inquiry information using these as search conditions, extract the management number from the specified inquiry information, and enter the management number It may be used to search for person-in-charge information, customer information, and the like.

Next, a person-in-charge change process in which the server apparatus 1 receives a person-in-charge change instruction from the client apparatus 2 of the person in charge will be described with reference to the flowchart of FIG.
For example, when the boss wants to change the person in charge of the inquiry, the client apparatus 2 connects to the server apparatus 1 according to the input operation of the boss, and transmits a person-in-charge change instruction for instructing the person in charge to change to the server apparatus 1.
Upon receiving the person-in-charge change instruction from the client apparatus 2, the control unit 11 of the server apparatus 1 responds to the information (for example, management of the inquiry information) for specifying the inquiry information to be changed by the person in charge. Number) and the name of the person in charge after change (name of the person in charge of change) are transmitted to the client apparatus 2 and input data for the input screen is received from the client apparatus 2 (step S21). In the process for receiving the person-in-charge change instruction, for example, the control unit 11 of the server apparatus 1 transmits process menu screen data in response to an access from the client apparatus 2. “Change person in charge” is selected and input from the screen, and in response to this selection input, the client apparatus 2 transmits a person in charge change instruction to the server apparatus 1 so that the server apparatus 1 receives the person in charge change instruction. It may be.

Next, the control unit 11 searches the inquiry management table stored in the database 121 using the received management number as a search condition, and updates the “contact person name” data of the searched inquiry information with the received person name. (Step S22).
Next, the control unit 11 searches the person-in-charge management table stored in the database 121 using the management number received in step S21 as a search condition, and from the “person-in-charge management number” data of the searched person information. The received management number is deleted and updated by subtracting 1 from the value of “number of cases in charge” (step S23). Then, the person in charge management table is searched using the name of the person in charge of change received as a search condition, and the received management number is added to the data of “person in charge management number” of the searched person in charge information, and the value of “number of persons in charge” 1 is added and updated (step S24).

  Next, the control part 11 transmits the notification with respect to the person in charge after a change with an email (step S25). Specifically, a part or all of the inquiry information updated in step S22 (for example, management number, customer name, inquiry classification, inquiry content, etc.) and “number of persons in charge” in the person-in-charge information updated in step S24. Content that notifies the person in charge of the inquiry by changing the person in charge (for example, Mr. XX will be in charge of the following inquiry by changing the person in charge ... Etc.) is generated, and the generated e-mail is transmitted with the e-mail address of the person in charge included in the person-in-charge information updated in step S24 as a destination.

  The above-mentioned answering work support system enables the person in charge and the supervisor of the person in charge to know the number of cases in charge of the person in charge. Can do business.

In the above description, the server device 1 receives an inquiry request from a customer via the Internet or the like. However, an operator or the like who receives an inquiry call may input from the input unit 14.
In addition, the server device 1 automatically determines the person in charge of the inquiry. However, the present invention is not limited to this, and in response to the generation of the inquiry request, the server apparatus 1 displays a list of persons in charge, An input for selecting a person in charge may be received from the input unit 14.

(Embodiment 2)
It should be noted that a reminder notice for prompting a reply process for an inquiry based on the number of days elapsed since the reception date of the inquiry or the importance of the customer may be transmitted to the person in charge and its supervisor. Such an answering work support system will be described below as a second embodiment of the present invention.
The answering work support system according to the present embodiment has the same configuration (see FIG. 1) as the answering work support system according to the first embodiment. The explanation is centered.

  The storage unit 12 of the server device 1 further stores an inquiry management table as shown in FIG. 9, for example. The inquiry information registered in the inquiry management table in the present embodiment is obtained by further adding data such as a reminder date and the number of days elapsed to the inquiry information in the first embodiment (see FIG. 3). Here, the “Dunning date” data indicates the date when the dunning mail is transmitted to the person in charge by the dunning notification process described later. The “elapsed days” data indicates the number of days that have elapsed since the dunning date.

The control unit 11 of the server device 1 reads and executes an operation program or the like stored in advance in the storage unit 13 to perform a reminder notification transmission process and the like described later in addition to the various processes described in the first embodiment.
In the reception process according to this embodiment, the control unit 11 generates inquiry information including data items as illustrated in FIG. 9, for example, and registers the inquiry information in the inquiry management table of the database 121. At this time, predetermined initial values (for example, “not yet” for “reminding date” and “0” for “elapsed days”) are set for “reminding date” and “elapsed days”.
Further, the control unit 11 does not set a date on the answer date among the pieces of inquiry information registered in the inquiry management table of the database 121 at a preset timing (for example, a predetermined time every day). The inquiry information (that is, the answer date is empty) is updated by adding 1 to the value of “elapsed days”.

Next, a dunning process in which the server apparatus 1 transmits a dunning mail for an inquiry reply process (answering work) to a person in charge or the like will be described with reference to the flowchart of FIG. This process is executed at a preset timing (for example, a predetermined time every day).
First, the control unit 11 reads the inquiry information from the inquiry management table of the database 121, and determines whether or not the “answer date” data of the read inquiry information is empty (blank) (step S31).
If it is determined that the “answer date” data is not empty (step S31: NO), this process is terminated. If it is determined that the “answer date” data is empty (step S31: YES), for example, “7” is set as the value of “reminding cycle” stored in the memory (work area) (step S32). .
Next, the control part 11 discriminate | determines whether the customer which the inquiry information read by step S31 shows is a priority customer (step S33). Specifically, for example, using the “customer name” in the inquiry information as a search condition, the customer management table of the database 121 is searched, and the “customer rank” in the searched customer information is read. And it is discriminate | determined whether the data of the read "customer rank" show a priority customer (rank 1).
When it is determined in step S33 that the customer indicated by the inquiry information is the priority customer (YES), the control unit 11 updates the value by subtracting 2 from the “reminding cycle” value in the memory (step S34). When it is determined that the customer set in the inquiry information is not the priority customer (step S33: NO), step S34 is skipped.

Next, the control unit 11 determines whether the customer indicated by the inquiry information read in step S31 is a recurring customer (a customer who has made an inquiry again) (step S35). Specifically, for example, using the “customer name” in the inquiry information as a search condition, the customer management table of the database 121 is searched, and the “occurrence number” in the searched customer information is read. Then, it is determined whether or not the read “occurrence number” value is 2 or more.
If it is determined in step S35 that the customer set in the inquiry information is a recurring customer (YES), the control unit 11 updates the value by subtracting 2 from the “reminding cycle” value in the memory (step S36). ). When it is determined that the customer indicated by the inquiry information is not a recurring customer (step S35: NO), step S36 is skipped.

  Next, the control unit 11 determines whether or not the “reminder date” data in the inquiry information read in step S31 is empty (blank) (step S37). When the “reminding date” is empty (step S37: YES), the date obtained by adding the “reminding cycle” to the “occurrence date” in the inquiry information is stored in the memory as the “recommended date” (step S38). If the “reminding date” is not empty (step S37: NO), the date obtained by adding the “reminding cycle” to the “reminding date” in the inquiry information is stored in the memory as the “recommended date” (step S39). .

Next, the control unit 11 determines whether or not the “Dunning scheduled date” stored in the memory matches the today's date acquired from the internal timer (step S40).
If the “date of dunning” matches today's date (step S40: YES), the control unit 11 generates a dunning mail and sends it to the person in charge (step S41). Specifically, for example, the person-in-charge management table of the database 121 is searched using the “person in charge” in the inquiry information read out in step S31 as a search condition, and the mail address of the person in charge in the searched person-in-charge information is read out. Then, using the “reminding cycle” data stored in the memory, send an e-mail with the content that reminds you to answer the inquiry (for example, “XX days have passed since the occurrence date / reminding date”). The generated e-mail is transmitted with the e-mail address of the person in charge created and read out as the destination.

Next, the control unit 11 determines whether or not the “reminder date” data in the inquiry information read in step S31 is empty (blank) (step S42).
If it is determined that the “reminding date” is not empty (step S42: NO), a reminder mail addressed to the supervisor in charge is generated and transmitted (step S43). Specifically, the “person name” data, the supervisor's mail address, and the like in the person-in-charge information retrieved in step S41 are read. Then, using the "person name" data and the "reminding cycle" data stored in the memory, the content that prompts the user to answer the inquiry (for example, "Mr. Mr. XX (person name) occurs" Xx days have passed since the date of the date / reminder ", etc.) is generated, and the generated e-mail is sent to the e-mail address of the supervisor read earlier.
Then, the control unit 11 sets the data of today's date acquired from the internal timer to “reminder date” in the inquiry information and updates the data of “elapsed days” to “0” (step S44). ), This process is terminated. If it is determined in step S42 that the “reminder date” data is empty (YES), the process proceeds to step S44.
The control unit 11 executes the above dunning process for all inquiry information registered in the inquiry management table.

With the answering work support system as described above, the person in charge and the superior of the person in charge can make a processing plan while being aware of the number of days elapsed, and can perform a quick answering work.
In addition, the person in charge and the supervisor of the person in charge can perform processing plans and non-distribution while being aware of the importance of the customer, and can quickly respond to important customers.

  In the first and second embodiments, the notification is transmitted to the client device 2 of the person in charge and / or the boss. However, the notification destination is not limited to this, and the relationship of the person in charge including the boss and the like. A person may be a notification destination. In this case, the person-in-charge table includes, for example, data such as names of persons in charge of persons in charge, mail addresses of persons in charge. Then, the server device 1 transmits the notification data for the related person using the mail address of the related person set in the person-in-charge table, and the client apparatus 2 of the related person receives the notification data for the related person.

In addition, various modifications and applications can be applied to the present invention.
For example, in step S40 of the dunning process (see FIG. 10) according to the second embodiment, it may be determined whether “the scheduled dunning date ≦ today” is satisfied (whether the scheduled dunning date is a date before today). . Further, in step S40, it is determined whether or not “reminding cycle ≦ elapsed days” is satisfied using the data of “elapsed days” in the inquiry information. If satisfied (YES), the process proceeds to step S41, and if not satisfied ( No) may end the process as it is.

  In the second embodiment, the server device 1 increases the number of persons in charge of the inquiry when the number of days elapsed from the reception date of the inquiry exceeds a predetermined number of days for each inquiry information registered in the inquiry management table. The processing for making it happen may be executed every day. Specifically, for example, when the control unit 11 determines, for each inquiry information registered in the inquiry management table, whether the number of days elapsed from the inquiry reception date exceeds a predetermined number of days, and determines that it has elapsed In addition, referring to the person-in-charge management table, the product name data in the inquiry information is set to “in charge product name”, the technical field data in the inquiry information is set to “technical field”, and , Search for contact person information whose contact name data other than the contact person name in the inquiry information is set to "contact person name", and use the person in charge indicated by the searched person information as the person in charge of increasing the number of inquiries You may decide. In this case, the name of the person in charge of the searched person information is updated to the data of the person in charge of the inquiry information, and the inquiry of the person in charge of the person in charge information in the information of the person in charge searched. An information management number is added and 1 is added to the number of cases in charge.

  Further, in the first embodiment, when the server apparatus 1 has a person in charge registered in the person in charge management table and the number of persons in charge indicated by each person in charge information exceeds a predetermined number, You may make it perform the process which changes a person in charge about the inquiry information of the inquiry to be in charge at a predetermined timing (for example, predetermined time every day). Specifically, for example, when the control unit 11 determines whether or not the number of persons in charge exceeds a predetermined number for each person in charge information registered in the person-in-charge management table, , The management number of the excess is extracted from the management number in charge in the person-in-charge information, the inquiry information corresponding to the management number is searched from the inquiry management table, the product name data in the searched inquiry information is “ ”And the technical field data in the inquiry information is set to“ technical field ”, and the data of the person in charge other than the person in charge in the inquiry information is set to“ person in charge ”. Search the person-in-charge table for the person-in-charge information that has been set. Then, the person in charge of the inquiry is changed to the person in charge indicated by the person-in-charge information retrieved. In this case, the data of the “person in charge” in the inquiry information searched earlier is updated with the person in charge name in the person in charge information searched, and the data of “person in charge management number” in the person in charge information searched for The management number of the inquiry information is added and 1 is added to the number of cases in charge. In addition, for the person in charge information that exceeded the number of persons in charge, the management number of the inquiry information that changed the person in charge was deleted from the data in charge of the person in charge, and the person in charge was changed from the value of the number of persons in charge Update by subtracting the number of inquiries received.

  In the first embodiment, the process of generating / registering the inquiry information and the process of sending a notification (e-mail) to the person in charge or the like are performed by a series of processes (acceptance process). Without being limited thereto, the step process of generating / registering the inquiry information and the process of transmitting the notification e-mail to the person in charge may be performed at different timings. Further, in the above reception process (see FIG. 5), in step S6, it is determined whether or not a date is set in the “processing completion date” of the inquiry information. (E-mail) may be transmitted.

  In the first and second embodiments, the server device 1 may transmit a notification (e-mail) according to the classification type in the inquiry information. For example, the contents of the classification type may be included in the e-mail. When the classification type is “complaint about product quality”, an email may be transmitted not only to the person in charge but also to the supervisor.

In the first and second embodiments, the server device 1 is in charge of the inquiry target product information and the inquiry about the elapsed days from the inquiry reception date indicated by each inquiry information registered in the inquiry management table. Classification and aggregation may be performed based on at least one of the person's information and other information related to the inquiry, and the aggregation result may be output (display on a display unit, output to a printing apparatus, etc.).
For example, when totaling by person in charge, the control unit 11 of the server apparatus 1 extracts the person in charge name from the person in charge information set in the person in charge management table, and obtains inquiry information corresponding to the person in charge name. Search and extract from the inquiry management table. Then, the extracted inquiry information that has a date set on the answer date is taken out, and data on the number of elapsed days in the extracted inquiry information is obtained. The total number of elapsed days obtained is summed, and the total value is divided by the total number of person-in-charge information retrieved as the answer date is set, so that the person in charge corresponding to the person-in-charge information is answered. The average value of the processing days of the cases for which processing is completed is calculated, and the calculation result is stored in the storage unit 12 in association with the person in charge (name of the person in charge). In this case, the elapsed days may be obtained by subtracting the inquiry reception date from today's date acquired from the internal timer. Next, out of the inquiry information extracted earlier, the information for which the date is not set is taken out, and the data of the elapsed days in each piece of inquiry information is acquired for each piece of the extracted inquiry information. Then, by summing up the values of the acquired elapsed days, and dividing the total value by the total number of the person-in-charge information taken out that the answer date is not set, the person in charge corresponding to the person-in-charge information is answered. The average value of the number of processing days of the unprocessed matters is calculated, and the calculation result is stored in the storage unit 12 in association with the person in charge (person in charge name or the like). In this case, the elapsed days may be obtained by subtracting the inquiry reception date from the “answer date” date set in the inquiry information. When the control unit 11 executes the above processing for all the names of persons in charge registered in the person-in-charge table, the average value of the processing days for each person in charge can be calculated.
Similarly, average processing days by technology field, average processing days by product (product type), average processing days by product type, and average processing days by item A value or may be calculated and output.

The system of the present invention can be realized using a normal computer system, not a dedicated system. For example, a program for executing the above operation is stored in a computer-readable recording medium (FD, CD-ROM, DVD, etc.) and distributed, and the program is installed in the computer to execute the above processing. The server device 1 and the client device 2 may be configured. Alternatively, it may be stored in a disk device of a server device on a network such as the Internet and downloaded to a computer, for example.
In addition, when the OS realizes the above functions by sharing the OS or jointly of the OS and the application, only the part other than the OS may be stored and distributed in the medium, or may be downloaded to the computer. Good.

It is a figure which shows the structural example of the reply service support system which concerns on Embodiment 1 of this invention. It is a structural example of the server apparatus used with the reply operation | work support system of FIG. It is a figure for demonstrating inquiry information. It is a figure for demonstrating the person in charge information. It is a figure for demonstrating customer information. It is a flowchart for demonstrating reception processing. It is a flowchart for demonstrating completion processing. It is a flowchart for demonstrating a person in charge change process. It is a figure for demonstrating the inquiry information in Embodiment 2 of this invention. It is a flowchart for demonstrating a dunning process.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 ... Server apparatus, 11 ... Control part, 12 ... Memory | storage part, 121 ... Database, 13 ... Display part, 14 ... Input part, 15 ... Communication control part, 2 ... Client devices

Claims (20)

A means of accepting information about customer inquiries,
A determination means for determining a person in charge of the inquiry based on a person-in-charge table in which person-in-charge information on the person in charge is registered, and information on the inquiry from the customer;
Means for generating inquiry information including information on the received inquiry and information of the determined person in charge and registering the inquiry information in an inquiry management table;
For each inquiry information registered in the inquiry management table, based on the number of days elapsed from the reception date of the inquiry indicated by the inquiry information, the terminal of the person in charge of the inquiry, the terminal of the person in charge of the person in charge, Notification transmission means for generating and transmitting notification data regarding an inquiry to at least one of
An answering work support apparatus characterized by comprising: The notification data by the notification transmission means is a content for prompting a reply process to the inquiry, and includes information on the elapsed days.
The answering work support apparatus according to claim 1, wherein: The notification transmission unit changes the transmission cycle of the notification data based on the elapsed days for each inquiry information.
The answering work support apparatus according to claim 1 or 2, characterized by the above. Of the inquiry information registered in the inquiry management table, the inquiry management table further includes means for determining an additional person in charge of inquiry management information whose elapsed days from the inquiry reception date indicated by the inquiry information exceed a predetermined number.
The answering work support apparatus according to any one of claims 1 to 3, wherein the answering work support apparatus is provided. A means of accepting information about customer inquiries,
A determination means for determining a person in charge of the inquiry based on a person-in-charge table regarding the person in charge and information on the inquiry from the customer;
Means for generating inquiry information including information on the received inquiry and information of the determined person in charge and registering the inquiry information in an inquiry management table;
Means for searching the person-in-charge information of the person in charge determined by the determining means from the person-in-charge table, and updating data of the number of persons in charge of the person in charge included in the searched person-in-charge information;
For each inquiry information registered in the inquiry management table, based on the number of cases indicated by the person-in-charge information of the person in charge of the inquiry, the terminal of the person in charge of the inquiry, the terminal of the person in charge of the person in charge, Notification transmission means for generating and transmitting notification data regarding an inquiry to at least one of
An answering work support apparatus characterized by comprising: When the number of cases of the person in charge indicated by the person-in-charge information exceeds a predetermined number for the person-in-charge information registered in the person-in-charge table, the notification transmission unit notifies the terminal of the person in charge of the person in charge Send,
The answering work support apparatus according to claim 5, wherein: For the person in charge information registered in the person in charge table, when the number of persons in charge indicated by each person in charge information exceeds a predetermined number, the person in charge is changed for the inquiry information of the person in charge in charge. Further comprising means,
The answering work support apparatus according to claim 5 or 6, characterized by the above. A means of accepting information about customer inquiries,
A determination means for determining a person in charge of the inquiry based on a person-in-charge table in which person-in-charge information on the person in charge is registered, and information on the inquiry from the customer;
Means for generating inquiry information including information on the received inquiry and information of the determined person in charge and registering the inquiry information in an inquiry management table;
For each inquiry information registered in the inquiry management table, referring to the customer management table in which information indicating the importance of the customer is registered, based on the importance of the customer, the terminal of the person in charge of the inquiry, Notification transmission means for generating and transmitting notification data related to an inquiry to at least one of the terminals of the person in charge of the person in charge;
An answering work support apparatus characterized by comprising: The notification data by the notification transmission means is a content that prompts an answer process for an inquiry, and includes information on the importance.
The reply work support apparatus according to claim 8, wherein: The customer importance is based on the customer rank,
The answering work support apparatus according to claim 8 or 9, wherein The importance of the customer is based on the number of inquiries from the customer.
The answering work support apparatus according to claim 8, wherein the answering work support apparatus is any one of claims 8 to 10. The inquiry information includes at least one of information on an inquiry reception date, information on a person in charge of the inquiry, and answer processing status information regarding an answer processing status for the inquiry,
A means of accepting the specification of an inquiry for which response processing has been completed;
Means for searching for inquiry information corresponding to the specified inquiry from the inquiry information registered in the inquiry management table, and setting that the answer processing is completed in the answer processing status information in the inquiry information; Prepared,
The notification transmission means identifies the inquiry information to be transmitted as notification data by determining whether or not the response processing completion information is set in the response processing status information of the inquiry information registered in the inquiry management table. To
The answering work support apparatus according to any one of claims 1 to 11, wherein the answering work support apparatus according to any one of claims 1 to 11 is provided. The notification transmission means sends notification data indicating that the person in charge of inquiry has been determined every time the person in charge of inquiry is determined by the determination means, the terminal of the person in charge and the terminal of the person in charge of the person in charge And sending to at least one of
The answering work support apparatus according to claim 1, wherein the answering work support apparatus according to claim 1. The information related to the inquiry includes at least one of information on the product to be inquired and information on the technical content of the inquiry,
The determining means determines a person in charge of the inquiry based on at least one of the information on the inquiry target product and the technical content of the inquiry.
The answering work support apparatus according to claim 1, wherein the answering work support apparatus according to claim 1. The determination means refers to a table in which information on a person in charge, at least one of product information and technical content information is associated with each other, and information on the inquiry target product and information on the technical content of the inquiry To determine the person in charge of the inquiry by searching the information of the person in charge associated with the information that matches at least one of
The reply work support apparatus according to claim 14, wherein: The inquiry information includes type information indicating whether the inquiry is an inquiry type including an inquiry about a complaint about product quality and an inquiry about a technical content,
The notification transmission means transmits the notification data based on the type information of the inquiry information.
The answering work support apparatus according to any one of claims 1 to 15, wherein The inquiry information includes information on an inquiry reception date and a product to be inquired,
Regarding the number of days elapsed from the reception date of the inquiry indicated by each inquiry information registered in the inquiry management table, at least one of the information on the inquiry target product, the information on the person in charge of the inquiry, and other information related to the inquiry Further comprising means for classifying and counting based on the data and outputting the result
The answering work support apparatus according to any one of claims 1 to 16, wherein On the computer,
Receiving information about customer inquiries,
Determining a person in charge of the inquiry based on a person-in-charge table in which person-in-charge information related to the person in charge is registered, and information on the inquiry from the customer;
Generating inquiry information including information on the received inquiry and information of the determined person in charge and registering the inquiry information in an inquiry management table;
For each inquiry information registered in the inquiry management table, based on the number of days elapsed from the reception date of the inquiry indicated by the inquiry information, the terminal of the person in charge of the inquiry, the terminal of the person in charge of the person in charge, Generating and sending notification data about the inquiry to at least one of
A program that executes On the computer,
Receiving information about customer inquiries,
Determining a person in charge of the inquiry based on a person-in-charge table in which person-in-charge information related to the person in charge is registered, and information on the inquiry from the customer;
Generating inquiry information including information on the received inquiry and information of the determined person in charge and registering the inquiry information in an inquiry management table;
Searching the person-in-charge information of the person in charge determined by the determining means from the person-in-charge table, and updating the data on the number of persons in charge of the person in charge included in the searched person-in-charge information,
For each inquiry information registered in the inquiry management table, based on the number of cases indicated by the person-in-charge information of the person in charge of the inquiry, the terminal of the person in charge of the inquiry, the terminal of the person in charge of the person in charge, Generating and sending notification data about the inquiry to at least one of
A program that executes On the computer,
Receiving information about customer inquiries,
Determining a person in charge of the inquiry based on a person-in-charge table in which person-in-charge information related to the person in charge is registered, and information on the inquiry from the customer;
Generating inquiry information including information on the received inquiry and information of the determined person in charge and registering the inquiry information in an inquiry management table;
For each inquiry information registered in the inquiry management table, referring to the customer management table in which information indicating the importance of the customer is registered, based on the importance of the customer, the terminal of the person in charge of the inquiry, Generating and transmitting notification data relating to an inquiry to at least one of the terminals of the person concerned.
A program that executes

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