JP2010231370A - System, method and program for supporting customer - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer support system, a customer support method and a customer-supporting program, allowing provision of proper information corresponding to a state of a product related to an inquiry to the inquiry from a customer side as an answer. <P>SOLUTION: A parameter calculation means 14 performs analysis processing of inquiry history information stored in an inquiry history storage part 12, and calculates a value of a situation parameter representing an inquiry situation of the customer. A stability calculation means 16 calculates a stability coefficient corresponding to the value of the situation parameter calculated by the parameter calculation means 14 based on a coefficient table indicating the stability coefficients previously set associatively to the values of the situation parameters, and calculates stability of the product of the customer based on the stability coefficient. An inquiry/answer transmission/reception means 11 adds feedback information based on the stability of the product of the customer to inquiry information from a customer terminal 2, and sends it to a responsible person terminal 3. <P>COPYRIGHT: (C)2011,JPO&INPIT

Description

  The present invention relates to a customer support system, a customer support method, and a customer support program for receiving an inquiry about a customer's product and providing information to the customer in response to the inquiry.

  In a customer support system that accepts and responds to inquiries about products provided by companies from customers, in order to improve customer satisfaction (CS), record past inquiries and how they responded, It is common to respond by referring to the past cases. However, even when referring to past cases, the criteria for determining the content of the response are often left to the individual responder's own judgment. The content of the response was different and it was difficult to implement a unified customer response.

  On the other hand, in order to improve CS in the same manner, a technique for providing maintenance information related to a product to a customer side through a website or e-mail is widely used as an effective technique for supporting customers.

  Here, a technique related to this is disclosed in Patent Document 1. Since the system disclosed in Patent Document 1 determines the information to be provided by using not only the freshness of the information but also the relevance obtained by comparing with the information of other information providing sites, It is possible to preferentially provide not only important information but also the customer side.

JP 2001-209655 A

  However, the technique disclosed in Patent Document 1 considers the freshness and relevance of information when determining the priority of information, but the situation and satisfaction of customers receiving information are mostly considered. Even if information about the customer is taken into account, the priority of the information cannot be determined according to changes in the customer's situation because the customer only takes into account information registered in the system in a questionnaire format in advance. It was difficult to provide timely information that was really useful to the customer.

  In addition, the information receiving side needs to determine the importance and validity of the provided information by itself, and the determination result may differ from the information providing side. Furthermore, the information receiving side sometimes misses information that is buried in various types of provided information and has high importance and high effectiveness for itself.

  As described above, in the related technology, the importance of information is determined on the information providing side. However, since the importance of information varies for each customer, the customer side needs the necessary information for the customer. There is a problem that information is buried by other information, and a customer misses important information.

  Even with the same maintenance information, the degree of influence and the way customers perceive vary depending on the usage status of the corresponding product used by the customer. When the provided information is information unnecessary for the customer or information with low priority, there is a problem that the customer satisfaction is lowered by the information itself.

  In addition, as another technology, an information providing site that provides information on the type selected by the customer in advance to the customer side is generally used. There was a problem in that there was a case where information that should be highly important to the customer could not be provided.

  Accordingly, the present invention solves the problems of the related technology and provides a customer support system, a customer support method, and a customer support system that can provide appropriate information corresponding to the state of the product related to the inquiry to the inquiry from the customer side. The purpose is to provide a customer support program.

  In order to achieve the above object, the customer support system of the present invention receives inquiry information about a customer's product from a customer terminal and transfers it to a person in charge terminal, and receives answer information corresponding to the inquiry information from the person in charge terminal. Inquiry / answer sending / receiving means for transferring to the customer terminal, and an inquiry history storage unit for sequentially storing the inquiry information received by the inquiry / answer sending / receiving means and the corresponding answer information as inquiry history information together with the reception date and time; In the customer support system comprising: a parameter calculation means for analyzing the inquiry history information stored in the inquiry history storage unit, calculating a value of a situation parameter representing the inquiry frequency of the customer, and the situation parameter in advance A coefficient table storage unit that stores a coefficient table indicating stability coefficients set in association with values; A stability coefficient corresponding to the value of the situation parameter calculated by the parameter calculation means based on the coefficient table, and a stability calculation means for calculating the stability of the customer's product based on the stability coefficient. It is characterized by that.

  In the customer support method of the present invention, the inquiry / answer sending / receiving means receives inquiry information about the customer's product from the customer terminal and forwards it to the person in charge terminal, and inquires the answer information corresponding to the inquiry information from the person in charge terminal. The response information is received and transferred to the customer terminal, and the inquiry information and the corresponding response information received by the inquiry / response transmission / reception unit are sequentially stored in the inquiry history storage unit as inquiry history information together with the reception date and time. A customer support method for storing, wherein the parameter calculation means analyzes the inquiry history information stored in the inquiry history storage unit to calculate the value of the situation parameter indicating the inquiry frequency of the customer, and the situation parameter in advance The state calculated by the parameter calculation means based on the coefficient table indicating the stability coefficient set in association with the value of The stability factor corresponding to the value of the parameter calculated by the stability calculation means, the stability of the product by the customer stability calculation means and calculating, based on the calculated stability factor.

  In addition, the customer support program of the present invention reads the inquiry information related to the customer's product and transfers it to the person in charge terminal, and also reads the response information corresponding to the inquiry information and transfers it to the customer terminal. An inquiry history recording function for sequentially storing the inquiry information read by the inquiry / answer transmission / reception function and the corresponding answer information together with the reception date and time as inquiry history information in the inquiry history storage unit, and the inquiry history storage unit A parameter calculation function for analyzing the inquiry history information stored in the information to calculate a value of the situation parameter indicating the inquiry frequency of the customer, and a coefficient indicating a stability coefficient set in advance in association with the value of the situation parameter Based on the table, a stability coefficient corresponding to the value of the situation parameter calculated by the parameter calculation function is calculated. Noh, characterized in that to execute a stability calculation function on a computer to calculate the stability of the product of the customer based on the calculated stability factor.

  Since the present invention is configured as described above, the stability of the product of the customer is calculated based on the inquiry history information in which the inquiry information from the customer terminal and the answer information from the person in charge terminal are recorded. Therefore, if the stability of the product of the customer is presented to the person in charge who answers the inquiry, the person in charge can provide the customer with effective information that matches the state of the product according to the stability. Therefore, customer satisfaction can be improved.

It is a functional block diagram which shows the structure of the customer assistance system of 1st Embodiment concerning this invention. It is a figure which shows an example of the coefficient table in embodiment disclosed in FIG. It is a flowchart which shows operation | movement of the customer assistance system of embodiment disclosed in FIG. It is a flowchart which shows operation | movement of the customer assistance system of embodiment disclosed in FIG. It is a flowchart which shows operation | movement of the customer assistance system of embodiment disclosed in FIG. It is a functional block diagram which shows the structure of the customer assistance system of 2nd Embodiment concerning this invention. It is a flowchart which shows operation | movement of the customer assistance system of embodiment disclosed in FIG.

  Hereinafter, an embodiment according to the present invention will be described with reference to the drawings.

  FIG. 1 is a functional block diagram showing the configuration of the customer support system 1 according to the first embodiment of the present invention. As shown in FIG. 1, the customer support system 1 according to the first embodiment receives inquiry information about a customer's product from a customer terminal 2 via a network 4 and transfers it to a reading person terminal 3 as well as the person in charge terminal. The inquiry / answer transmission / reception means 11 that receives and reads the response information corresponding to the inquiry information from 3 and transfers it to the customer terminal 2, the inquiry information read into the inquiry / answer transmission / reception means 11, and the corresponding response information An inquiry history storage unit 12 that sequentially stores the received date and time as inquiry history information, and a customer information storage unit 13 that stores customer information including identification information of the customer terminal are provided.

  Furthermore, the customer support system 1 according to the first embodiment analyzes the query history information stored in the query history storage unit 12 to calculate the value of the situation parameter indicating the customer query frequency and the like. A coefficient table storage unit 15 that stores a coefficient table that indicates a stability coefficient that is set in advance in association with the value of the situation parameter, and a coefficient that indicates the stability coefficient that corresponds to the value of the situation parameter calculated by the parameter calculation unit 14 Stability calculation means 16 for calculating the stability of the customer's product based on the stability coefficient and the customer product stability for storing the identification information and the calculation date and time of the customer terminal corresponding to the calculated stability Degree storage unit 17.

  Furthermore, the customer support system 1 according to the first embodiment includes a feedback information calculation unit 18 that calculates feedback information based on the stability of the customer product stored in the customer product stability storage unit 17, and the calculated feedback. And a feedback information storage unit 19 for storing the information together with the identification information of the corresponding customer terminal. Here, in FIG. 1, the customer terminal 2 and the person in charge terminal 3 are illustrated as being connected to the inquiry / answer transmission / reception means 11 one by one. However, both the customer terminal 2 and the person in charge terminal 3 are plural. There may be.

  The inquiry / answer transmission / reception means 11 receives the inquiry information from the customer terminal 2 via the network 4, reads it, sends it to the inquiry history information storage unit 12 and stores it, and receives the answer information from the person-in-charge terminal 3. A function for sending the information to the inquiry history information storage unit 12 in association with the corresponding inquiry information, storing it, a function for transferring the inquiry information from the customer terminal 2 to the person in charge terminal 3, and a response from the person in charge terminal 3 And a function of transferring information to the customer terminal 2.

  For example, the inquiry / answer sending / receiving means 11 receives an email as inquiry information from the customer terminal 2 and transfers it to the person in charge terminal 3, and also receives an email as answer information from the person in charge terminal 3 and transfers it to the customer terminal 2. You may comprise as follows.

  Further, the inquiry / answer transmission / reception means 11 has a function of receiving customer information from the customer terminal 2 and storing it in the customer information storage unit 13. Here, the customer information is information including the identification information of the customer terminal 2 and the classification of the operator of the customer terminal 2. The operator classification is information indicating whether the operator is “resident SE”, “non-resident SE”, or “general user”.

  Furthermore, when the inquiry / answer transmission / reception means 11 receives the inquiry information from the customer terminal 2, the inquiry / answer transmission / reception means 11 receives feedback related to the customer terminal 2 from the feedback information storage unit 19 based on the identification information of the customer terminal 2 included in the inquiry information. It has a function of reading information, adding this feedback information to the inquiry information and transferring it to the person-in-charge terminal 3. Here, the feedback information may be the stability of the customer product itself, or may be information representing the amount of change in the stability of the customer product. In this way, by adding the feedback information to the inquiry information and sending it to the person in charge terminal 3, the person in charge can infer the operating status of the customer's product from the feedback information, and in response to the inquiry from the customer side Can send an appropriate answer according to the product status of the customer.

  Further, the inquiry / answer transmission / reception means 11 may be configured to add the value of the corresponding situation parameter when adding feedback information to the inquiry information. In this way, by adding the value of the status parameter to the inquiry information and sending it to the person-in-charge terminal 3, the person in charge can grasp the product state of the customer in more detail.

  The parameter calculation unit 14 is periodically activated, sequentially reads customer information stored in the customer information storage unit 13, reads inquiry history information corresponding to the identification information from the inquiry history storage unit 12, and stores the identification information in the identification information. The corresponding past stability history is read from the customer product stability storage unit 17. Based on the read inquiry history information and stability history, it has a function of calculating the value of the status parameter for calculating the stability of the customer's product.

  The types of status parameters include, for example, the frequency of queries (reproducibility), the phenomenon that occurred in the product related to the query, the inquirer, the multiplicity of the query, the frequency change pattern of the query, the stability history, and the product related to the query. The parameter calculation means 14 is configured to calculate the value of at least one type of situation parameter.

  The inquiry frequency (reproducibility) is the frequency of receiving inquiry information from the customer terminal 2, and the number of inquiry information included in the inquiry history information is divided by the period elapsed from the reception date and time of the first inquiry information. Value.

  The phenomenon occurring in the product related to the inquiry represents the trouble content of the product related to the inquiry specified from the answer information included in the inquiry history information. For example, it is information indicating any one of “system installation”, “system down”, “application error”, “result error”, and “other”. Here, in order to include the trouble content of the product in the answer information, the person-in-charge terminal 3 may be configured to transmit the standard answer information provided with a column describing the content of the trouble.

  The inquirer is a classification of operators included in the customer information and represents the skill of the inquirer. For example, it is information indicating any one of “resident SE”, “non-resident SE”, and “general user”. The multiplicity of queries represents the number of queries before answers in the query history information.

  The frequency change pattern of the query divides the period elapsed from the first query information in the query history information into a preset number and represents the magnitude relationship of the number of query information in each period. When the period is divided into first, second, and third periods, the number of queries in the first period is X, the number of queries in the second period is Y, and the number of queries in the third period is Z. This is information indicating that one of X <Y <Z, “X <Y> Z”, “X> Y> Z”, and “X> Y <Z”.

  The stability history is the stability calculated in the past, for example, the stability within the past three months. The status of the trouble that has occurred in the product related to the inquiry represents the recent trouble occurrence status identified from the answer information included in the inquiry history information. For example, “currently trouble is occurring”, “most recent 1” "Troubleshooting within a week", "Solving within the last half month", "Solving within the last month", "Resolving within the last 3 months", "Resolving within the last 6 months" "Or" Resolved 6 months or more ago ".

  The stability calculation unit 16 of the first embodiment corresponds to the value of the situation parameter by referring to the coefficient table stored in the coefficient table storage unit 15 based on the value of the situation parameter calculated by the parameter calculation unit 14. And a function for calculating the stability of the customer's product based on the stability coefficient with respect to the value of the situation parameter. Here, the stability coefficient is a value that preliminarily estimates the degree of stability or instability of the operation of the product.

  FIG. 2 is a diagram illustrating an example of a coefficient table stored in the coefficient table storage unit 15. 2A is a diagram showing a reproducibility coefficient table. FIG. 2B is a diagram illustrating a coefficient table of phenomena. FIG. 2C is a diagram showing a multiplicity coefficient table. FIG. 2D is a diagram showing a coefficient table of the inquirer. FIG. 2E is a diagram showing a coefficient table of inquiry frequency change patterns. FIG. 2F shows a coefficient table of stability history. FIG. 2G shows a trouble condition coefficient table.

  The coefficient table shown in FIG. 2A shows the stability coefficient “1” for the situation parameter value “10 times or more per day”, and the stability coefficient “3” or more and less than 10 times per day. 0.95 ", stability factor" 0.9 "for" 1 to less than 3 times per day ", and stability factor" 0.85 "for" less than once per day to 4 times a week " , Stability factor “0.8” for “less than 4 times a week or more”, stability factor “0.7” for “less than once a week”, stable for “no reproducibility” The coefficient is set to “0.1”. Similarly, in the tables shown in FIGS. 2B to 2G, parameter values and stability coefficients are set in association with each other.

In this case, stability calculating means 16, the reproducibility of the stability factor k ₁ calculated based on the table shown in FIG. 2 (a), the phenomenon that is calculated based on the table shown in FIG. 2 (b) stable Coefficient k ₂ , multiplicity stability coefficient k ₃ calculated based on the table shown in FIG. 2C, inquirer stability coefficient k ₄ calculated based on the table shown in FIG. 2 stable coefficient of frequency change calculated based on the table shown in (e) k _5, the stability factor k ₆ of stability history calculated based on the table shown in FIG. 2 (f), FIG. 2 (g) The stability K of the customer product is calculated from the trouble condition stability coefficient k ₇ calculated based on the table shown in accordance with the equation [1]. Thereby, based on the inquiry history information concerning the customer terminal 2, the stability of the customer's product can be calculated.

  The customer product stability storage unit 17 stores information in which the stability calculated by the stability calculation unit 16 is associated with the identification information of the customer terminal related thereto. That is, the customer product stability storage unit 17 stores a product stability history for each customer.

  The feedback information calculation means 18 is activated periodically, reads the stability stored in the customer product stability storage unit 17, calculates feedback information from the stability history, and corresponds to the feedback information and this. Information associated with the identification information of the customer terminal 2 is sent to the feedback information storage unit 19. Here, the feedback information is information obtained by leveling the stability of the customer's product (system) based on a preset criterion, information indicating the amount of change in the stability of the customer product, and the like. The feedback information storage unit 19 receives and stores information in which feedback information is associated with identification information of the corresponding customer terminal 2 from the feedback information calculation unit 18.

  As described above, the customer support system 1 according to the first embodiment calculates the stability of the customer's product based on the inquiry history information in which the inquiry information from the customer terminal 2 and the corresponding answer information are recorded. From this stability, feedback information for each customer terminal 2 is calculated and stored, and when inquiry information is received from the customer terminal 2, feedback information corresponding to this customer terminal 2 is added to the inquiry information to the person in charge terminal 3 Send.

Thereby, according to the customer support system 1 of the first embodiment, the operating state of the customer's product can be obtained as the stability without particularly requesting information about the product from the customer side.
Therefore, the person in charge can grasp the product state of the customer, and an appropriate answer corresponding to the state of the product can be provided to the customer side. For example, a customer whose product stability is low is judged to be a customer who needs immediate response, and a customer whose product stability is declining is a watchful customer. Criteria such as making decisions can be clarified without relying on the experience of the person in charge.

  Next, the operation of the customer support system 1 of the first embodiment will be described. Here, the following operation description is an embodiment of the customer support method of the present invention.

  FIG. 3 is a flowchart showing the operation of the inquiry / answer transmission / reception means 11 in the customer support system 1 of the first embodiment. FIG. 3A shows an operation when inquiry information is received from the customer terminal 2, and FIG. 3B shows an operation when response information is received from the person-in-charge terminal 3.

  FIG. 4 is a flowchart showing an operation of calculating and storing the stability of the customer product in the customer support system 1 of the first embodiment. FIG. 5 is a flowchart showing an operation of calculating and storing feedback information for each customer in the customer support system 1 of the first embodiment.

  As shown in FIG. 3 (a), when the inquiry / answer transmission / reception means 11 receives and reads inquiry information about the product from the customer terminal 2 (step s1 in FIG. 3 (a)), the inquiry information and its reception date and time. Is stored in the inquiry history information storage unit 12 (step s2 in FIG. 3A), and the corresponding feedback information is received from the feedback information storage unit 19 using the identification information of the customer terminal 2 included in the inquiry information. Read out, add this feedback information to the inquiry information (step s3 in FIG. 3A), and send it to the person-in-charge terminal 3 (step s4 in FIG. 3A). Here, when feedback information is added to the inquiry information, a value of a corresponding situation parameter may be added. As a result, the person in charge can grasp the product state of the customer in detail.

  As shown in FIG. 3 (b), when the inquiry / answer transmission / reception means 11 receives and reads the answer information from the person-in-charge terminal 3 (step s5 in FIG. 3 (b)), the answer information, its reception date and time, Is stored in the inquiry history report storage unit 12 in association with the corresponding inquiry information (step s6 in FIG. 3B), and this answer information is sent to the person-in-charge terminal 3 (step s7 in FIG. 3B). ).

  As shown in FIG. 4, first, the parameter calculation means 14 is periodically activated to determine whether or not the situation parameters have been calculated for all customer information stored in the customer information storage unit 13 (FIG. 4). Step s41). If it is determined that all customer information has been calculated, the operation ends. If it is determined that unprocessed customer information still remains, the corresponding customer information is read from the customer information storage unit 13 (see FIG. 4), using the identification information included in the customer information, the inquiry history information related to the customer information is read from the inquiry history information storage unit 12 (step s43 in FIG. 4), and the inquiry information is analyzed. The value of the situation parameter is calculated (step s44 in FIG. 4).

  Subsequently, the stability calculation means 16 calculates a stability coefficient corresponding to the calculated value of the situation parameter based on the coefficient table (step s45 in FIG. 4), and the stability of the customer's product is determined based on the stability coefficient. The degree of calculation is calculated (step s46 in FIG. 4), and the customer information stability storage unit 17 stores the calculated stability, the calculated date and time, and customer information identification information (step s47 in FIG. 4). In this way, the customer product stability storage unit 17 in the first embodiment stores the product stability for each customer.

  As shown in FIG. 5, first, it is determined whether or not the feedback information calculation means 18 has been activated periodically and has performed feedback information calculation processing for all customer information stored in the customer information storage unit 13 ( Step s51 in FIG. If it is determined that all customer information has been calculated, the operation ends. If it is determined that unprocessed customer information still remains, the corresponding customer information is read from the customer information storage unit 13 (see FIG. 5 s52), using the identification information included in the customer information, the stability history relating to the customer information is read from the customer product stability storage unit 17 (step s53 in FIG. 5), and based on this stability history. Feedback information is calculated (step s54 in FIG. 5).

  The calculated feedback information and the identification information of the customer information are associated with each other and stored in the feedback information storage unit 19 (step s55 in FIG. 5). In this manner, feedback information for each customer is stored in the feedback information storage unit 19 in the first embodiment.

  As described above, since the customer support system 1 according to the first embodiment operates, the person in charge who uses the person-in-charge terminal 3 creates an answer to the inquiry information with reference to the feedback information added to the inquiry information. be able to. For example, when the stability of the customer product is low, it is determined that an immediate response is necessary, and when the stability of the customer product is declining, it is determined that attention is required.

  Here, the inquiry / answer transmission / reception unit 11, the parameter calculation unit 14, the stability calculation unit 16, and the feedback information calculation unit 18 in the first embodiment are configured such that their function contents are programmed and executed by a computer. In this case, the inquiry history storage unit 12, the customer information storage unit 13, the coefficient table storage unit 15, the customer product stability storage unit 17, and the feedback information storage unit 19 are executed in an auxiliary storage device attached to the computer. To be configured.

  As described above, according to the customer support system 1 of the first embodiment, the stability of the customer product is virtually calculated from the history of inquiry information from the customer side, and as additional information for the reception to the customer side By utilizing the stability, the person in charge can provide appropriate information to the customer based on a unified judgment standard that does not depend on the experience of the person in charge.

  In addition, the product status is determined for each customer, and only valid information that matches the product status is provided to the customer side. It is possible to avoid oversight.

  Next, a second embodiment according to the present invention will be described.

  FIG. 6 is a functional block diagram showing the configuration of the customer support system 6 according to the second embodiment. Here, in FIG. 6, the same components as those in the first embodiment shown in FIG.

  As shown in FIG. 6, the customer support system 6 of the second embodiment is similar to the above-described first embodiment in that the inquiry / answer transmission / reception means 11, the inquiry history storage unit 12, the customer information storage unit 13, , Parameter calculation means 14, coefficient table storage section 15, stability calculation means 16, customer product stability storage section 17, feedback information calculation means 18, and feedback information storage section 19.

  Further, the customer support system 6 according to the second embodiment includes a maintenance information receiving unit 61 that receives maintenance information about the product from the person-in-charge terminal 3, a maintenance information storage unit 62 that stores the received maintenance information, and maintenance information. Feedback information adding means 63 for reading maintenance information from the storage unit 62, reading feedback information from the feedback information storage unit 19 and adding the feedback information to the maintenance information to create provision information for each customer, and the feedback information added Customer-specific provision information storage unit 64 that stores the provision information for each customer as maintenance information, feedback information added to the provision information by reading provision information from customer-specific provision information storage unit 64, and a preset threshold value To determine whether the threshold value is exceeded or not. Mail sending means 66 for sending provided information determined that the feedback information exceeds the threshold to the corresponding customer terminal 2 by e-mail, and provided information determined by the determining means 65 that the feedback information does not exceed the threshold Is disclosed on the website.

  The maintenance information receiving means 61 receives maintenance information related to the product in charge of the person in charge from the person in charge terminal 3 and sends it to the maintenance information storage unit 62 for storage. The maintenance information is, for example, product correction information or version upgrade information.

  The feedback information adding means 63 is periodically activated, reads customer information from the customer information storage unit 13, reads feedback information corresponding to the identification information included in the customer information from the feedback information storage unit 19, and stores the customer information in the customer information. The maintenance information corresponding to the product identification included is read from the maintenance information storage unit 62, and the provided feedback information is added to the maintenance information to create provision information for a specific customer. The provision information is added to the customer information together with the customer information. The information is stored in the separate provided information storage unit 64.

  The determination unit 65 reads the maintenance information to which the feedback information is added from the customer-specific provided information storage unit 64 and the corresponding customer information, and determines whether or not the feedback information exceeds a threshold value. The maintenance information and customer information are output to the mail sending means 66. If not exceeded, the maintenance information and customer information are output to the information disclosing means 67.

  The mail sending means 66 receives the maintenance information and the customer information from the determination means, and sends the maintenance information to the corresponding customer terminal 2 according to the customer information. The information disclosure unit 57 releases the maintenance information received from the determination unit on the customer page of the website.

  As described above, according to the customer support system 6 of the second embodiment, the feedback information calculated for each customer is added to the product maintenance information, and the method for providing the maintenance information is changed according to the feedback information. Therefore, the customer can receive information that is highly effective for his / her product instead of his / her own judgment. In addition, since highly important and effective information can be received instead of being judged by itself, the really necessary information is not buried in other information.

  Next, the operation of the customer support system 6 of the second embodiment will be described. Here, the following operation description is an embodiment of the customer support method of the present invention.

  In the customer support system 6 of the second embodiment, an inquiry / answer transmission / reception unit 11, an inquiry history storage unit 12, a customer information storage unit 13, a parameter calculation unit 14, a coefficient table storage unit 15, and a stability calculation The means 16, the customer product stability storage unit 17, the feedback information calculation unit 18, and the feedback information storage unit 19 execute the same processing operation as that of the customer support system 1 of the first embodiment described above (FIG. 3). FIG. 4 and FIG. 5).

  FIG. 7 is a flowchart showing the information provision processing operation of the customer support system 6 of the second embodiment. As shown in FIG. 7, first, the feedback information adding unit 63 is activated when new maintenance information is recorded in the maintenance information storage unit 62, and information on all customer information stored in the customer information storage unit 13 is obtained. It is determined whether the providing process has been executed (step s71 in FIG. 7). If it is determined that all customer information has been calculated, the operation ends. If it is determined that unprocessed customer information still remains, the corresponding customer information is read from the customer information storage unit 13 (see FIG. 7 (step s72), new maintenance information is read (step s73 of FIG. 7), and feedback information corresponding to the identification information included in the read customer information is read from the feedback information storage unit 19 (step of FIG. 7). s74).

  Then, feedback information is added to the maintenance information (step s75 in FIG. 7), and is sent to and stored in the customer-specific provision information 64 in association with the customer information (step s76 in FIG. 7). The determination unit 65 reads the maintenance information from the customer-specific provision information storage unit 64, compares the feedback information added to the maintenance information with a preset threshold value, and determines whether or not the feedback information exceeds the threshold value. Is determined (step s77 in FIG. 7).

  When the feedback information exceeds the threshold value, the determination unit 65 sends the maintenance information together with the corresponding customer information to the mail sending unit 66. The mail sending unit 66 receives the maintenance information and the customer information, and stores this customer information. Maintenance information is sent with the address of the included customer terminal 2 as the destination (step s78 in FIG. 7).

  When the feedback information does not exceed the threshold value, the determination unit 65 sends the maintenance information together with the corresponding customer information to the information disclosure unit 67. The information disclosure unit 67 receives the maintenance information and the customer information, and receives the customer information. The maintenance information is disclosed on the customer page of the website corresponding to (Step s79 in FIG. 7).

  As described above, since the customer support system 6 of the second embodiment operates, it is possible to select whether to provide product maintenance information directly by e-mail or to publish it on a website according to feedback information. Therefore, when providing product maintenance information to a customer, it can be provided by a different method for each customer depending on the operating state of the customer's product.

  Here, the inquiry / answer transmission / reception unit 11, the parameter calculation unit 14, the stability calculation unit 16, the feedback information calculation unit 18, the maintenance information reception unit 61, the feedback information addition unit 63, the determination unit 65, the mail in the second embodiment. The sending means 66 and the information disclosing means 67 may be configured such that the function content is programmed and executed by a computer. In this case, the inquiry history storage unit 12, the customer information storage unit 13, the coefficient table storage unit 15, The customer product stability storage unit 17, the feedback information storage unit 19, the maintenance information storage unit 62, and the customer-specific provision information storage unit 64 may be configured to be executed by an auxiliary storage device attached to a computer.

  As described above, according to the customer support system 6 of the second embodiment, the stability of the product of the customer is calculated from the history of the inquiry information about the product from the customer terminal 2, and from the result, for each customer Since the importance and validity of the provided information is judged and the information is provided in accordance with the provision method, it is possible to give priority to information that is highly important for each customer simply by registering the information to be provided. can do. Further, the customer side can prevent information with high importance and effectiveness for the provided information from being overlooked by being buried in information with low importance and effectiveness.

  The present invention can be applied to applications in which a product provider provides support information such as product correction information and version upgrade information to a customer. In addition, the present invention can be applied to a use in which a product provider provides a response service to a product inquiry from a customer.

DESCRIPTION OF SYMBOLS 1,6 Customer support system 2 Customer terminal 3 Person in charge terminal 4 Network 11 Inquiry / answer transmission / reception means 12 Inquiry history storage part 13 Customer information storage part 14 Parameter calculation means 15 Coefficient table storage part 16 Stability calculation means 17 Customer product stability Storage unit 18 Feedback information calculation unit 19 Feedback information storage unit 61 Maintenance information receiving main unit 62 Maintenance information storage unit 63 Feedback information addition unit 64 Customer-provided information storage unit 65 Judgment unit 66 Mail sending unit 67 Information disclosure unit

Claims (16)

Inquiry / answer sending / receiving means for receiving inquiry information about a customer's product from a customer terminal and transferring it to a person in charge terminal and receiving answer information corresponding to the inquiry information from the person in charge terminal and transferring it to the customer terminal; In the customer support system comprising the inquiry history storage unit that stores the inquiry information received by the answer sending / receiving means and the corresponding answer information as inquiry history information in order together with the reception date and time,
Parameter calculation means for analyzing the inquiry history information stored in the inquiry history storage unit and calculating a value of a situation parameter indicating the inquiry frequency of the customer;
A coefficient table storage unit that stores a coefficient table indicating a stability coefficient set in advance in association with the value of the situation parameter;
Stability calculation means for calculating a stability coefficient corresponding to the value of the situation parameter calculated by the parameter calculation means based on the coefficient table and calculating the stability of the customer's product based on the stability coefficient. A customer support system characterized by that. The customer support system according to claim 1,
A customer product stability storage unit that sequentially stores the stability of the customer's product calculated by the stability calculation means as stability history information, and the stability of the customer product based on the stored stability history information A feedback information calculating means for calculating feedback information representing a change amount and the like, and a feedback information storage unit for storing the calculated feedback information,
When the inquiry / answer transmission / reception means receives inquiry information from the customer terminal, the inquiry / answer transmission / reception means reads feedback information related to the customer terminal from the feedback information storage unit, adds the feedback information to the inquiry information, and Customer support system characterized by having a function of transferring to a user terminal. In the customer support system according to claim 2,
The inquiry / answer sending / receiving means adds the value of the status parameter calculated from the inquiry history information of the customer terminal by the parameter calculation means to the inquiry information received from the customer terminal, and transfers it to the person in charge terminal A customer support system characterized by comprising: In the customer support system according to claim 3,
Maintenance information receiving means for receiving maintenance information corresponding to the product from the person-in-charge terminal, determination means for determining whether or not the feedback information stored in the feedback information storage unit exceeds a preset threshold value, A customer support system comprising: mail sending means for sending the maintenance information by e-mail to a customer terminal related to feedback information determined to have exceeded the threshold by the determining means. In the customer support system according to claim 4,
The situation parameters are the inquiry information reception frequency from the customer terminal, the change pattern of the inquiry information reception frequency, the phenomenon that has occurred in the product related to the inquiry, the multiplicity of the inquiry, and the situation of the trouble related to the inquiry. A customer support system characterized by being at least one of past stability and an inquirer's skill. In the customer support system according to claim 5,
The customer support system, wherein the feedback information includes information indicating a change amount of the stability. Inquiry / answer sending / receiving means from the customer terminal receives inquiry information about the customer's product and forwards it to the person in charge terminal. The inquiry / answer sending / receiving means receives the answer information corresponding to the inquiry information from the person in charge terminal, and the customer terminal In the customer support method of storing the inquiry information received by the inquiry / answer transmission / reception means and the corresponding response information in the inquiry history storage unit in the order of the reception date and time as inquiry history information,
The parameter calculation means analyzes the inquiry history information stored in the inquiry history storage unit to calculate the value of the situation parameter indicating the inquiry frequency of the customer,
Based on a coefficient table indicating the stability coefficient set in advance in association with the value of the situation parameter, the stability calculation means calculates a stability coefficient corresponding to the value of the situation parameter calculated by the parameter calculation means,
A customer support method, wherein the stability calculation means calculates the stability of the customer's product based on the calculated stability coefficient. The customer support method according to claim 7,
The stability of the customer's product calculated by the stability calculating means is sequentially stored in the customer product stability storage unit as stability history information,
Based on the stored stability history information, feedback information calculating means calculates feedback information representing the amount of stability change of the customer product, etc.
The calculated feedback information is stored in the feedback information storage unit,
After the inquiry / answer transmission / reception means receives inquiry information from the customer terminal, the inquiry / answer transmission / reception means reads the feedback information related to the customer terminal from the feedback information storage unit and adds it to the inquiry information. A customer support method characterized by transferring to a terminal. In the customer support method according to claim 8,
When the inquiry / answer sending / receiving means adds the feedback information to the inquiry information,
A customer support method characterized by adding together the value of the situation parameter calculated from the inquiry history information related to the inquiry information by the parameter calculation means. In the customer support system according to claim 9,
When maintenance information receiving means receives maintenance information about the product from the person-in-charge terminal,
The determination means determines whether or not the feedback information stored in the feedback information storage unit exceeds a preset threshold value,
A customer support method, wherein the maintenance information is sent by e-mail to a customer terminal related to feedback information determined to have exceeded the threshold. An inquiry / answer transmission / reception function that reads inquiry information related to a customer's product and transfers it to a person-in-charge terminal and reads response information corresponding to the inquiry information and transfers it to the customer terminal;
An inquiry history recording function for sequentially storing the inquiry information read by the inquiry / answer transmission / reception function and the corresponding answer information together with the reception date and time as inquiry history information in an inquiry history storage unit;
A parameter calculation function for analyzing the query history information stored in the query history storage unit and calculating a value of a situation parameter indicating the query frequency of the customer; and
A function of calculating a stability coefficient corresponding to the value of the situation parameter calculated by the parameter calculation function based on a coefficient table indicating a stability coefficient set in advance in association with the value of the situation parameter;
A program for customer support, which causes a computer to execute a stability calculation function for calculating the stability of the customer's product based on the calculated stability coefficient. In the customer support program according to claim 11,
A function of storing the stability of the customer's product calculated in the stability calculation function in the customer product stability storage unit as stability history information in order,
A feedback information calculation function for calculating feedback information indicating a stability change amount of the customer product based on the stored stability history information;
A function of storing the calculated feedback information in a feedback information storage unit;
When the inquiry information from the customer terminal is read into the inquiry / answer transmission / reception function, an additional function for reading the feedback information related to the customer terminal from the feedback information storage unit and adding it to the inquiry information is executed in the computer A program for customer support, characterized by In the customer support program according to claim 12,
The customer support program, wherein the additional function is a function of adding the value of the status parameter calculated by the parameter calculation means together with the feedback information to the inquiry information read by the inquiry / answer transmission / reception function . In the customer support program according to claim 13,
A maintenance information reception function for receiving maintenance information about the product from the person-in-charge terminal;
A determination function for determining whether or not the feedback information stored in the feedback information storage unit exceeds a preset threshold;
A customer support program that causes the computer to execute a mail sending function for sending the maintenance information by e-mail to a customer terminal related to feedback information determined to have exceeded the threshold by the determination function. In the customer support program according to claim 14,
The situation parameters are the inquiry information reception frequency from the customer terminal, the change pattern of the inquiry information reception frequency, the phenomenon that has occurred in the product related to the inquiry, the multiplicity of the inquiry, and the situation of the trouble related to the inquiry. A customer support program characterized by being at least one of past stability and an inquirer's skill. In the customer support program according to claim 15,
The customer support program, wherein the feedback information includes information indicating an amount of change in the stability.

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