JP2007122104A - Customer calling system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer calling system for reducing store side labor by easily calling a customer in a stand-by state, and for achieving the management of a store by proxy at low cost without making it necessary for the store to manage the personal information of a specific customer. <P>SOLUTION: This customer calling system is provided with a mail content management means 43 for identifying the transmission origin of electronic mail received by a mail receiving means 41, and for, when the identified transmission origin is electronic mail from a customer 3, temporarily storing the transmission origin address and calling number of the customer 3 in a database 46, and for, when the identified transmission origin is electronic mail from the store 3, discriminating whether or not the matched calling number is stored in the database 46 based on the calling number and a mail transmitting means 42 for, when the matched calling number is discriminated, transmitting predetermined calling information to the transmission origin address of the pertinent customer 3. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a customer call system for notifying information related to a call based on a waiting time generated for a store that has been contracted in advance and a customer visiting the store.

  Conventionally, for example, in a service store such as a beauty salon or a restaurant, a medical institution such as a dentist or an ophthalmologist, and a financial institution such as a bank (hereinafter collectively referred to as a store), a waiting time may occur for a customer who visits. . In other words, the customer usually waits in the waiting room depending on the number of customers and the processing efficiency of the business, and the customer may feel uncomfortable due to restrictions on personality and time. . On the other hand, the store side also needs to provide some kind of service for reducing the burden of waiting time of the customer, and the burden is large in terms of service to the customer and management of personal information.

  In recent years, the above-described industries have become a form of performing business as tenants (hereinafter referred to as stores collectively) such as shopping centers and station buildings. In other words, stores of various industries have been developed into a form in which consumers (customers) can use them efficiently. Therefore, for example, there is a strong demand for the construction of a system that can effectively use the waiting time that occurs when using a certain store, for example, by performing window shopping at another store in the tenant. At the same time, for example, the store side is anxious to construct a system that can reduce the burden for managing the operations related to dealing with customers who have wait time.

  Under such circumstances, for example, a call system (see Patent Document 1) that can effectively notify the patient that the consultation time has come and can shorten the consultation waiting time in the hospital (see Patent Document 1), and the user (patient) Hospital waiting time call system (see Patent Document 2) to eliminate waiting time for examination time, and environment to improve waiting time by managing the order of customers waiting for reception at banks, government offices, hospitals, etc. An order management system to be provided has been proposed (see Patent Document 3).

  However, any of the above-mentioned technologies is limited to a specific place (for example, a hospital, a bank, a government office), and a system that takes into account how to handle so-called customer personal information well. Therefore, it was not applicable to the above situation.

JP 2004-102920 A JP 2003-203040 A Japanese Patent Laid-Open No. 2003-044684

  In view of such circumstances, the present invention can easily call a waiting customer and reduce the burden on the store side without managing the personal information of a specific customer at the store. It is an object of the present invention to provide a customer call system that can act as an agent.

  A first aspect of the present invention that solves the above-described problem is a customer call system for notifying information related to a call based on a waiting time that occurs for a pre-signed store and a customer visiting the store, A database that stores store information relating to the store and a store ID for identifying the store, a customer for waiting for a specific store, and an electronic number that identifies the store from the store and identifies the customer After identifying the mail receiving means for receiving the mail and the sender of the email received by the mail receiving means, if the identified sender is an email from the customer, the sender address of the customer and If the call number is temporarily stored in the database while the identified sender is an e-mail from the store, the call number The mail content management means for determining whether or not the matching call number is stored in the database based on the above, and when the matching call number is determined by the mail content management means, the sender address of the corresponding customer And a mail transmission means for transmitting predetermined call information to the customer call system.

  In this first aspect, after identifying the sender of the received e-mail, if the identified sender is an e-mail from a customer, the sender address and call number of the customer are temporarily stored in the database. On the other hand, if the identified transmission source is an e-mail from the store, it is determined whether or not the matching call number is stored in the database based on the call number, and the matching call number Is determined, predetermined call information is transmitted to the transmission source address of the corresponding customer. As a result, the waiting customer can be easily called, and the burden on the store side can be reduced.

  According to a second aspect of the present invention, in the customer call system described in the first aspect, the mail content management means specifies the store in advance after specifying the store based on the store ID included in the call number. The customer call system is characterized in that the call information to which the information is added is created.

  In the second aspect, after specifying a store based on the store ID included in the call number, call information to which information designated by the store is added in advance is created. Thereby, a store can be specified easily and reliably, for example, management can be represented according to the hope and state of each store.

  According to a third aspect of the present invention, in the customer call system described in the first or second aspect, the same electronic mail for transmitting the call number to both the unspecified number of customers and the store In a customer call system characterized in that an address is provided.

  In the third aspect, the same e-mail address for sending the calling number is provided to both the unspecified number of customers and the store. Thereby, it is possible to represent the operation of the store at a low cost by using one e-mail address.

  According to a fourth aspect of the present invention, in the customer call system according to any one of the first to third aspects, when the mail content management means transmits the call information for the customer, the customer's personal information In the customer call system, the sender address is deleted.

  In the fourth aspect, when the call information for the customer is transmitted, the transmission source address (e-mail address) which is personal information of the customer is deleted. Thereby, it is possible to easily operate the electronic mail address, which is the customer's personal information, only by temporarily managing it.

  According to a fifth aspect of the present invention, in the customer call system according to any one of the first to fourth aspects, the call number is provided without acquiring personal information of the customer. In the customer call system.

  In the fifth aspect, the call number is provided without obtaining the customer's personal information. This eliminates the need to manage personal information such as an e-mail address and, for example, eliminates the need to worry about rules for managing personal information, thereby reducing the burden on the store side.

  According to a sixth aspect of the present invention, in the customer call system according to any one of the first to fifth aspects, the call number is valid only for a predetermined time. is there.

  In the sixth aspect, the call number is valid only for a predetermined time. Thereby, the operation of the store can be reliably represented by limiting the time zone.

  According to a seventh aspect of the present invention, in the customer call system according to any one of the first to sixth aspects, the call number is a store ID that is a unique number that the system assigns when making a contract with the store, The customer call system is characterized in that the store is constituted by a combination with a customer ID that is a unique number assigned to the customer.

  In the seventh aspect, the calling number is composed of a combination of a store ID that is a unique number assigned at the time of contract with a store and a customer ID that is a unique number assigned to the customer by the store. Thereby, the operation of the store can be easily and reliably represented.

  According to the present invention, since information necessary for calling a waiting customer with one address is mediated without managing the mail addresses of the customer side and the store side each time, the personal information of a specific customer is stored. It is possible to provide a customer call system that can easily call waiting customers and reduce the burden on the store side without managing at the store, and can represent the operation of the store at a low cost. Become.

  The best mode for carrying out the present invention will be described below with reference to the drawings. The description of the present embodiment is an exemplification, and the configuration of the present invention is not limited to the following description.

  In this embodiment, without managing personal information of a specific customer at the store, it is possible to easily call a waiting customer and reduce the burden on the store side, and to represent the operation of the store at a low cost To achieve a customer call system that can This makes it possible for the customer to effectively use the waiting time without being forced to wait for the store.

  FIG. 1 is a diagram for explaining the outline of a customer call system according to an embodiment of the present invention. In the present embodiment, it is assumed that a waiting time occurs when a customer visits a store such as a shopping mall.

  As shown in the figure, in the customer call system 1 of the present embodiment, first, the store 2 provides a call number to the customer 3 (1). Then, the customer 3 who has been provided with the call number transmits an e-mail including the call number to a predetermined address (2). Here, the predetermined address is an address of a management destination server (customer call server 4 to be described later) for managing the waiting time of the customer 3 generated for each of the plurality of stores 2. Is provided at the time of contract, and may be provided to the customer 3 by oral or telephone call together with the calling number. On the other hand, the store 2 that is ready to accept the customer 3 transmits an e-mail including the calling number provided to the specific customer 3 to a predetermined address (3). That is, the calling number of the specific customer 3 is transmitted from the store 2 to the customer calling server 4. Then, the e-mail transmitted to the predetermined address is received by the customer call server 4 and is used when calling the customer 3 on behalf of the store 2 to the customer 3 who has transmitted the e-mail with the matching call number. Call information is transmitted (4). In other words, the customer call server 4 sends information to that effect on behalf of the store 2 to the customer 3 whose waiting time is likely to be eliminated. In this way, information related to the call is notified based on the waiting time generated for the store 2 contracted in advance and the customer 3 visiting the store 2.

  At this time, the same e-mail address is provided to both the unspecified number of customers 3 and the store 2. That is, both the store 2 side and the customer 3 side transmit an e-mail to the customer call server 4, and call information from the store 2 side to the customer 3 side is also transmitted via the customer call server 4. Will be.

  Here, the system configuration of the customer call system including the customer call server 4 will be specifically described. FIG. 2 is a diagram showing a system configuration of a customer call system according to an embodiment of the present invention. In FIG. 2, a mobile phone and a personal computer are illustrated as the device for the store 2, and a mobile phone is illustrated as the device for the customer 3. That is, the equipment for the store 2 and the customer 3 may be any device as long as the mail function is added.

  As shown in the figure, in the customer call system 1 of this embodiment, a mobile phone or personal computer held by a store 2, a mobile phone held by a customer 3, and a customer call server 4 are connected via a network 10. Here, examples of the network 10 include a public line and an Internet line. Further, the customer calling system 1 includes information providing means 5 for performing processing for calling the customer 3 in cooperation with the customer calling server 4. Specifically, the information providing means 5 identifies the store 2 for the customer 3 who is waiting for the specific store 2 and transmits the call number together with the call number for identifying the customer 3. (For example, a transmission destination address to be accessed).

  Here, the customer call server 4 includes a mail receiving means 41, a mail transmitting means 42, a mail content managing means 43, a guidance / membership means 44, a charging / settlement means 45, and a database 46.

  First, the mail reception means 41, the mail transmission means 42, the mail content management means 43, and the database 46, which are the main components of the customer call server 4, will be described.

  The mail receiving means 41 receives the e-mail including the customer 3 for waiting for a specific store 2 and the store 2 from the store 2 and including a call number for identifying the customer 3. The e-mail received at this time is addressed to an e-mail address provided in advance to the store 2 and the customer 3, that is, to the e-mail address of the customer call server 4. That is, the mail receiving means 41 is a system in which, for example, POP3 (Server / client), which is an e-mail acquisition protocol, is systematized, and retrieves and reads various information such as a received call number from the database 46. And a function for executing a predetermined process by writing.

  The mail transmission means 42 transmits predetermined call information to the transmission source address of the corresponding customer 3 when a matching call number is determined by the mail content management means 43 described later. That is, the mail transmission means 42 is a system in which, for example, SMTP (Simple Mail Transfer Protocol; Server / client), which is an e-mail transfer protocol, is systematized, and various kinds of call numbers transmitted to the database 46 are displayed. This is a function for executing predetermined processing by retrieving, reading, and writing information.

  After identifying the transmission source of the email received by the mail reception unit 41, the mail content management unit 43, when the identified transmission source is an email from the customer 3, the transmission source address of the customer 3 and While the call number is temporarily stored in a database 46 to be described later, when the identified transmission source is an e-mail from the store 2, the call number that matches based on the call number is stored in the database 46. It is determined whether or not. Further, the mail content management unit 43 specifies the store 2 based on the store ID included in the call number, and then creates call information to which information designated by the store 2 is added in advance. Further, the mail content management means 43 deletes the transmission source address (e-mail address) which is the personal information of the customer 3 when the call information for the customer 3 is transmitted.

  The database 46 stores at least store information regarding the store 2 and a store ID for identifying the store 2.

  With such a main configuration, the customer call server 4 receives an e-mail including a call number transmitted from a communication device (a mobile phone in the example shown in FIG. 2) held by the customer 3, When an e-mail containing a call number from an installed communication device (in the example shown in FIG. 2, a personal computer or a mobile phone) is received, the call number is confirmed in a state where both call numbers match. Call information based on the call number is transmitted to the communication device of the customer 3 to which is provided.

  Here, the calling number is provided without acquiring the personal information of the customer 3 and is valid only for a predetermined time. That is, since both sides send and receive e-mails via the customer call server 4, it is not necessary for the store 2 to manage the e-mail address of the customer 3, and the customer 3 also uses personal information at the store 2. Eliminates the hassle of registering an email address.

  Specifically, the call number described above is based on a combination of a store ID that is a unique number assigned by the customer call system 1 when contracting with the store 2 and a customer ID that is a unique number that the store 2 assigns to each customer 3. It is composed. Then, when the customer 3 is called, the information of the contents designated by the store 2 is added in advance, and is transmitted as call information to each customer 3.

  In addition, the guidance / admission means 44 is a function that systematizes processing related to the contract of the customer calling system 1 such as guidance and membership for the store 2 and the customer 3. Information acquired in this case may be stored in the database 46 and managed. Such guidance / admission means 44 may be configured in, for example, an html (HyperText Markup Language) format that functions on a web page. As a result, for example, processing necessary for guidance or membership for the store 2 and the customer 3 can be executed in the customer call server 4.

  The billing / settlement means 45 is a function that systematizes processing related to billing and settlement for the store 2 using the customer call system 1, for example. Thereby, for example, processing necessary for billing and settlement for the store 2 can be executed in the customer call server 4.

  In addition, what is necessary is just to determine the fine rule etc. which can be set with the customer call system 1 by operation of each store 2. FIG.

  Here, the operation procedure of the customer call system 1 will be described. FIG. 3 is a diagram showing a communication sequence of the customer call system according to the embodiment of the present invention.

  As shown in the figure, the store 2 provides a calling number and an access destination to the customer 3 (S1). At this time, the call number and the access destination are provided by the information providing means 5. For example, transmission via a telephone line via the network 10 (transmission via telephone contact) or verbal transmission (transmission upon visiting the store) ) And so on.

  Then, the customer 3 provided with the calling number transmits an e-mail including the calling number to a predetermined access destination (S2). Here, since the predetermined access destination is the address of the customer call server 4, the electronic mail including the call number from the customer 3 is transmitted to the customer call server 4 and received by the mail receiving means 41, and then the database 46. Stored in

  On the other hand, the store 2 also sends call information (e-mail) including the call number of the customer 3 to a predetermined access destination in anticipation of the time period when the waiting time for the specific customer 3 is eliminated (S3). . Since the predetermined access destination here is also the address of the customer call server 4, the call information including the call number from the store 2 is transmitted to the customer call server 4 and received by the mail receiving means 41. Stored in the database 46.

  Here, the customer call server 4 confirms whether there is a match in the call numbers stored in the database 46 (S4). That is, when the call numbers received from the store 2 and the customer 3 are matched and matched, it becomes a reference for the time zone when the customer 3 is called.

  If there is a matching call number, the mail content management means 43 creates call information for the corresponding customer 3 (S5). The call information here is, for example, different for each store 2 and is information to which the content or text specified by each store 2 is added. For example, it may be possible to add a fixed sentence or the like according to the number of people waiting and the time zone. At this time, for example, the fixed sentence may be previously registered for each store 2 in the database 46, or the sentence attached to the e-mail from the store 2 may be captured. For example, when a sentence attached to an e-mail from the store 2 is captured as a standard sentence, it is possible to flexibly respond to daily situation changes of the store 2 and the like.

  The call information created by the customer call server 4 is transmitted to the corresponding customer 3 (S6). At this time, the customer 3 who has received the call information can determine the visit time with reference to the content or text included in the call information.

  When the customer call server 4 transmits the call information, the mail content management means 43 deletes the address of the customer 3 (S7). That is, the transmission source address of the e-mail transmitted from the customer 3 is temporarily managed in the database 46 as information when the call information is transmitted. For this reason, when the call information is transmitted, the transmission source address of the customer 3 becomes unnecessary and is deleted.

  On the other hand, when the e-mail including the calling number is not received from the customer 3 and the e-mail including the calling number is received from the store 2, the customer calling server 4 sends, for example, to the customer 3 Since the address information is not managed and contact cannot be made, the store 2 may be notified by e-mail of such information (not shown). At this time, according to the elapsed time from when the call number is issued, for example, the store 2 may perform a process of invalidating the call number for the customer 3.

  Further, when an e-mail including the calling number of the customer 3 is not transmitted from the store 2 even though a certain time has elapsed since the e-mail including the calling number is received from the customer 3, for example, a customer calling server 4 may notify the store 2 to that effect according to the elapsed time from when the call number is issued (not shown). Then, for example, after waiting for a contact from the store 2, an e-mail to which necessary contents are added according to the situation may be transmitted to the customer 3.

  By such a procedure, after the customer 3 spends the waiting time generated for a certain customer 3, the customer 3 visits the store 2 to achieve the original purpose of visiting the store 2 (S8). By such a process, for example, the customer 3 does not have to wait until the original purpose is achieved even when a waiting time occurs in a specific store 2 such as a shopping center or a station building. It is possible to spend a meaningful time.

  As described above, in the customer call system 1 of the present embodiment, the customer call server 4 makes a call to the waiting customer 3 on behalf of the store 2 based on the call number provided to each customer 3. Call information can be transmitted at the time of the call. For this reason, since the management which registers the e-mail address which is the personal information of the customer 3 is not required and the store 2 can make a call based on the call number provided to each, the customer in the waiting state can be easily called. And the burden on the store 2 side can be reduced.

  Furthermore, the customer call server 4 receives an e-mail including a call number from both the store 2 and the customer 3, and sends the call information as it is to the customer 3 whose waiting state has been resolved. Therefore, it is possible to represent the operation of the store 2 at low cost without requiring a complicated system configuration.

(Other embodiments)
In the above-described embodiment, any device can be used as long as the device on the store 2 side is a mobile phone or a personal computer, that is, a device to which a mail function is added. When a personal computer is connected to the personal computer, a configuration may be adopted in which the customer 3 is called using a predetermined web page. Specifically, a configuration is possible in which an employee or the like performs an operation from the web page 100 as shown in FIG. In the example illustrated in FIG. 4, a store name, a store ID, an e-mail title, an e-mail text, and a customer list of the customer 3 who has wait time are illustrated. Among these, the customer list shows the name, status (not used, waiting for request, waiting for notification, notifying, notification complete), and operation (assignment, unused, sending notification) of the customer 3, respectively. Here, there are five states, and one possible operation is determined for each state except during notification. Such a state is changed by an operation and an event (for example, reception of an e-mail from the customer 3 and transmission of an e-mail from the store 2).

It is a figure explaining the outline of the customer call system concerning one embodiment of the present invention. It is a figure which shows the system configuration | structure of the customer call system which concerns on one Embodiment of this invention. It is a figure which shows the communication sequence of the customer call system which concerns on one Embodiment of this invention. It is a figure which shows an example of the web screen of the customer call system which concerns on other embodiment of this invention.

Explanation of symbols

2 store 3 customer 4 customer call server 5 information providing means 10 network 41 mail receiving means 42 mail transmitting means 43 mail content managing means 44 guidance / membership means 45 billing / settlement means 46 database

Claims (7)

A customer call system for notifying information related to a call based on a waiting time generated for a store that has contracted in advance and a customer visiting the store,
A database that stores at least store information about the store and a store ID for identifying the store;
Mail receiving means for receiving a customer who is waiting for a specific store and an e-mail that identifies the store from the store and includes a call number that identifies the customer;
After the sender of the received email is identified by the mail receiving means, if the identified sender is an email from a customer, the sender address and call number of the customer are temporarily stored in the database. On the other hand, if the identified transmission source is an e-mail from the store, a mail content management means for determining whether or not a matching call number is stored in the database based on the call number;
A customer call system comprising: mail sending means for sending predetermined call information to a sender address of a corresponding customer when a matching call number is determined by the mail content management means. 2. The customer call system according to claim 1, wherein the mail content management unit creates a call information to which information specified by the store is added in advance after specifying the store based on the store ID included in the call number. A customer call system characterized by that. 3. The customer calling system according to claim 1, wherein the same e-mail address for transmitting the calling number is provided to both the unspecified number of customers and the store. Customer call system. The customer call system according to any one of claims 1 to 3, wherein the mail content management means deletes a transmission source address which is personal information of the customer when the call information for the customer is transmitted. Customer call system featuring. 5. The customer call system according to claim 1, wherein the call number is provided without obtaining personal information of the customer. 6. 6. The customer call system according to claim 1, wherein the call number is valid only for a predetermined time. The customer call system according to any one of claims 1 to 6, wherein the call number includes a store ID that is a unique number that the system assigns when contracting with the store, and a unique number that the store assigns to the customer. A customer call system comprising a combination with a customer ID.

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