JP2015026101A - Sales support device, method and computer program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a method for supporting merchandise sales from a store to a customer by mediating communication between the customer and the store, and for allowing both the customer and the store to communicate with each other while accurately grasping a category which the customer is interested in.SOLUTION: When the registered store of a customer is newly registered, a category to which the registered store is belonging is specified by a specification processing part 12. In a customer information storage part 1A, when the specified category is unregistered as the registration category of the customer, the category is additionally registered as the registration category of the customer. When the browsing request of customer information is transmitted from a customer terminal 2 or a storage terminal 3 to a sales support device 1, information related to the registration category of the customer is extracted as the customer information from the customer information storage part 1A, and transmitted to the customer terminal 2 or the store terminal 3. On the customer terminal 2 or the store terminal 3, the information of the registered store belonging to each registration category is displayed for each registration category of the customer.

Description

  The present invention relates to a technology for supporting merchandise sales to a customer by mediating exchanges between the customer and a store.

  In recent years, products and services are sold not only at actual stores but also widely on the Internet. If you are a customer, you do not have to go to a physical store, so you can purchase goods and services anytime, anywhere, which is convenient. On the other hand, as a store, opportunities for selling goods and services can be greatly increased.

Also, in actual stores, customers can feel free to consult with store staff regarding product purchases, but after visiting the store once, there are times when they want to consult with the store about products they are interested in. . Also, based on the products that you have purchased at the store in the past, you may want to consult with the store about purchasing new products.
In such a case, it is convenient if the customer can make a consultation about the product purchase by utilizing the network service utilizing the Internet.

In this regard, Patent Document 1 is a system that enables a customer who is not in a product sales floor to purchase a product while receiving an advice from a sales clerk at the product sales floor and checking the image of the product. Receives product feature information, sends the store clerk's image and the image of the product selected by the store clerk according to the feature information to the customer, and supports customer's product selection through chat and store customer interaction A system has been proposed.
Further, in Patent Document 2, customer information based on customer attribute information and purchase information transmitted from a store is accumulated, and the collected customer information is analyzed to narrow down target customers, and then one-to-one action for each target customer. A system for generating a plan and implementing marketing activities based on the action plan has been proposed.

JP 2002-150050 A

However, with the technology described in the above-mentioned patent document, it is only possible to provide an opportunity to sell a product suitable for the customer after finding out the product that the customer wants.
Opportunities for selling products to customers can be greatly expanded not only by extracting information about products that the customer wants directly from the customers, but also by widely knowing that the customers are interested.

  In other words, if you can grasp the fields and hobbies that the customer is interested in, you can propose products that the customer is not aware of from the product lineup provided by the store, or make proposals that match the customer's hobbies more It becomes possible to do.

  Therefore, the present invention mediates the exchange between the customer and the store to support the sale of products from the store to the customer, and both the customer and the store accurately grasp the category in which the customer is interested. However, it aims to be able to communicate.

  In order to achieve the above object, a sales support apparatus according to one aspect of the present invention includes a customer terminal used by a customer, a store terminal used by a plurality of stores across a plurality of predetermined categories, and a network. A store information storage device configured to mediate communication between the customer and the store and to support product sales to the customer, wherein the store is classified and stored for each predetermined category For each customer, a registered store related to a store registered as a store that has been approved for direct exchange with the customer, and a category in which the registered store is classified as a category that has an interest of the customer. Customer information storage means for storing information related to the registered category, and when a predetermined store is newly registered as the customer registered store, the store information storage means The identification processing means for identifying the category to which the registered store belongs and the discrimination processing for judging whether or not the identified category is already registered as the customer registration category with reference to the customer information storage means. And means for registering the category as a registered category of the customer with reference to the customer information storage means when the determined category is unregistered as a result of the determination, and the customer terminal Or a first browsing request receiving means for receiving a browsing request for customer information related to the customer from a store terminal of the registered store of the customer and the customer information storage means, and the customer information Information relating to the registration category of the customer with respect to the extraction processing means for extracting information relating to the registration category and the store terminal of the customer terminal or the customer's registered store A customer information transmitting means for transmitting in a viewable manner, and the customer information providing screen developed on the customer terminal or the store terminal includes a registered category of the customer among the plurality of categories provided in advance. Is displayed as a category in which the customer is interested, and information on registered stores belonging to each registered category is displayed for each registered category.

  Moreover, it has chat processing means for sending and receiving chat data between the customer terminal and the store terminal of the registered store and executing chat between both terminals, the store on the store terminal The chat may be executed while referring to the customer information provision screen.

  In addition, for each customer, product information storage means for storing product information related to a predetermined product among products handled at the customer's registered store in association with the registered store, From a terminal or a store terminal of the customer's registered store, to a second browsing request receiving means for receiving a browsing request for product information associated with the customer, and to the customer terminal or the store terminal of the customer's registered store On the other hand, there is further provided product information transmitting means for transmitting the product information associated with the customer in a viewable manner, and the extraction processing means refers to the customer information storage means as the customer information. It is good also as what extracts the information which concerns on the said registration category, and extracts the merchandise information linked | related with the said customer with reference to the said merchandise information storage means.

  The extraction processing means refers to the customer information storage means, extracts information related to the registered category of the customer as the customer information, and refers to the product information storage means, the customer, and The product information associated with the registered store that requested browsing of the product information is extracted, and the product information transmitting means is associated with the customer and the registered store for the store terminal of the customer's registered store. It is good also as what transmits merchandise information so that browsing is possible.

  Also, a registration request for requesting registration of product information related to the predetermined product in association with a predetermined customer in the product information storage means from a store terminal of a registered store handling the predetermined product related to the product information The registration request receiving means that receives the registration information, and the store that made the registration request is a registered store of the predetermined customer related to the registration request, the product information storage means is referred to and the received product information is received. May further comprise product information registration means for registering in association with the predetermined customer and the registered store.

  Purchase that receives purchase information indicating that the predetermined product has been purchased by the customer together with a registration request to the product information storage means from a store terminal of a registered store that handles the predetermined product related to the product information An information receiving means, and a purchase information registration means for registering information indicating that the purchase has been made with respect to the predetermined product information based on the received purchase information with reference to the product information storage means. The product information storage means may further store information relating to the presence or absence of purchase indicating whether or not the product related to the product information has been purchased by the customer in association with the product information.

  In addition, referring to the message data receiving means for receiving the message data from the customer terminal and the customer information storage means, the message data transmission for transmitting the received message data to the store terminal of the registered store of the customer. And means.

  In addition, the sales support method according to another aspect of the present invention is configured to be able to communicate via a network with a customer terminal used by a customer, a store terminal used by a plurality of stores across a plurality of categories provided in advance. Store information storage means for classifying and storing the stores for each predetermined category, for each customer, a registered store related to a store registered as a store approved for direct exchange with the customer, and Based on the category into which the registered store is categorized, a computer having customer information storage means for storing information related to the registered category registered as a category of interest of the customer, mediates exchange between the customer and the store A method for supporting product sales to the customer, wherein a predetermined store is newly registered as a registered store of the customer by the computer. The store information storage means is referred to, the process of specifying the category to which the registered store belongs, and the customer information storage means is referred to as the registered category of the customer. A process for determining whether or not it is registered, and a process for additionally registering the category as the registered category of the customer with reference to the customer information storage means when the determined category is unregistered as a result of the determination And a process of receiving a customer information browsing request regarding the customer from the customer terminal or a store terminal of the customer's registered store, and referring to the customer information storage means, registering the customer as the customer information A process for extracting information related to the category, and information related to the registered category of the customer is transmitted to the customer terminal or the store terminal of the registered store of the customer so as to be viewable. In the customer information providing screen developed on the customer terminal or the store terminal, only the categories constituting the registered category of the customer among the plurality of previously provided categories are In addition to being displayed as a category in which the customer is interested, information on registered stores belonging to each registered category is displayed for each registered category.

  A computer program according to still another aspect of the present invention is configured to be communicable via a network with a customer terminal used by a customer, a store terminal used by a plurality of stores across a plurality of categories provided in advance. Store information storage means for classifying and storing the stores for each predetermined category, for each customer, a registered store related to a store registered as a store approved for direct exchange with the customer, and Based on the category into which the registered store is classified, a computer having customer information storage means for storing information related to the registered category registered as a category of interest of the customer, mediates exchange between the customer and the store And a program for functioning as a sales support device for supporting product sales to the customer. When a predetermined store is newly registered as the registered store of the customer, refer to the store information storage means, identify the category to which the registered store belongs, and refer to the customer information storage means As a registered category of the customer, a process for determining whether or not the specified category is already registered, and if the determined category is unregistered as a result of the determination, the customer information storage means is referred to. A process of additionally registering the category as the registered category of the customer, a process of receiving a customer information browsing request regarding the customer from the customer terminal or a store terminal of the customer's registered store, and the customer information storage With reference to the means, as the customer information, the process of extracting information related to the registered category of the customer, the customer terminal, or the store terminal of the customer registered store, A process for transmitting information related to the registered category of the customer in a viewable manner, and the customer information providing screen developed on the customer terminal or the store terminal includes a plurality of categories provided in advance. Only the categories that constitute the registered category of the customer are displayed as categories in which the customer is interested, and information on registered stores belonging to each registered category is displayed for each registered category.

  According to the present invention, both the customer and the store can communicate such as consultation and advice on the products handled in the store while accurately grasping the category in which the customer is interested.

It is the functional block diagram which showed the function with which the sales assistance apparatus which concerns on embodiment of this invention is provided. It is the figure which showed an example of the data memorize | stored in the customer information storage part with which the sales assistance apparatus which concerns on this embodiment is provided. It is the figure which showed an example of the data memorize | stored in the shop information storage part with which the sales support apparatus which concerns on this embodiment is provided. It is the figure which showed an example of the data memorize | stored in the merchandise information storage part with which the sales assistance apparatus which concerns on this embodiment is provided. In the sales support device according to the present embodiment, it is a process flow diagram showing a flow of processing executed when a new category is additionally registered as a registered category. In the sales support device concerning this embodiment, it is a processing flow figure showing a flow of processing which provides customer information according to a demand from a customer terminal or a store terminal. It is the figure which showed an example of the screen which provides customer information to a customer or a store in the customer terminal or store terminal in this embodiment. It is the figure which showed an example of the screen which provides a registered shop list to a customer in the customer terminal in this embodiment. In the store terminal in this embodiment, it is the figure which showed an example of the screen which provides a list of the customers who use the store as a registered store in the store. It is the figure which showed an example of the screen in the case of chatting with a shop terminal in the customer terminal in this embodiment. It is the figure which showed an example of the screen in the case of chatting with a customer terminal in the shop terminal in this embodiment. In the sales support device concerning this embodiment, it is a processing flow figure showing the flow of processing of the exchange of chat between a customer terminal and a store terminal. It is the figure which showed an example of the screen at the time of the customer visiting a registration store in the customer terminal in this embodiment. In the store terminal in this embodiment, it is the figure which showed an example of the screen which displays the customer visit information list which makes the said store a registration store. It is the figure which showed an example of the screen which displays the information of the customer arbitrarily selected from the store visit information list in the store terminal in this embodiment. In the sales support device concerning this embodiment, it is a sequence figure showing the flow of processing at the time of receiving merchandise information from a customer terminal or a store terminal. It is the figure which showed an example of the screen which displays the list of the merchandise information which the customer is considering purchase in the customer terminal in this embodiment. It is the figure which showed an example of the screen which displays the list of the merchandise information which the customer is considering purchasing in the store terminal in this embodiment. In the sales support device concerning this embodiment, it is a sequence figure showing the flow of processing at the time of receiving purchase information which shows the merchandise information purchased with the merchandise information from a customer terminal or a store terminal. It is the figure which showed an example of the screen which displays the list of purchased merchandise information in the customer terminal in this embodiment. It is the figure which showed an example of the screen which displays the list of purchased merchandise information in the store terminal in this embodiment.

Hereinafter, a sales support device according to an embodiment of the present invention will be described with reference to the drawings.
The sales support apparatus according to the present embodiment mediates exchanges between a store that sells products and provides services and a customer who uses the store, and is on a predetermined website (hereinafter sometimes referred to as “service site”). Thus, the customer and the store are provided with a service (hereinafter also referred to as “the present service”) that supports the sale of products and the provision of services from the store to the customer.

  Here, in this service, a plurality of stores are classified in advance into one of a plurality of categories depending on the type of business. In addition, the customer receives an invitation from the store and becomes a customer approved by the store. As a result, the store becomes a registered store for the customer, and the customer and the registered store can directly exchange on the service site, and propose products and services from the store to the customer, or conversely Or ask the store for product selection advice.

The category into which the registered store is classified is registered as a category in which the customer is interested. Then, each time a new store is registered as a registered store of a customer, it is determined whether or not the category is registered as a registered category for the customer. Are newly registered.
Thereby, the category which a customer is interested in is correctly grasped | ascertained based on the information of a customer's registered store.

  As shown in FIG. 1, the sales support apparatus 1 is configured to be able to communicate with a customer terminal 2 used by a customer and a store terminal 3 used by a store via a network NW such as the Internet.

  The sales support device 1 includes a CPU (Central Processing Unit), a computer program executed by the CPU, a RAM (Random Access Memory) and ROM (Read Only Memory) for storing the computer program and predetermined data, and an external storage such as a hard disk drive. Depending on the device, customer information storage unit 1A, store information storage unit 1B, product information storage unit 1C, store registration unit 11, identification processing unit 12, discrimination processing unit 13, category registration unit 14, product information registration unit 15, purchase information registration The function block which consists of the part 16, the extraction process part 17, the chat process part 18, and the communication process part 19 is comprised.

The customer information storage unit 1A is a storage unit that can store information about customers.
In this customer information storage unit 1A, for example, as shown in FIG. 2, a customer ID that can identify the customer, a password for authenticating the customer, and a registration registered as a category of products or services that the customer is interested in The category, the registered store related to the store where the direct exchange with the customer is approved, the chat data with the registered store, and the word data by the customer are stored in association with each other.

The registration category is a category in which customer registration stores are classified. In this service, a plurality of categories such as apparel, travel, and golf are provided in advance, but only the category to which the registered store of the customer belongs is targeted as the registered category of the customer. Therefore, not all categories prepared in advance are registered categories. In addition, there are cases where categories are duplicated in a plurality of registered stores. In that case, the registered categories are not particularly registered in duplicate, and the first registered category is stored as the registered category as it is. .
Thus, since only the category to which the registered store of the customer belongs becomes the registered category, the category in which the customer is interested is clearly grasped.

A registered store is a store in which direct exchange with a customer is approved on a service site among a plurality of stores.
In this service, the store side usually invites an arbitrary customer such as an excellent customer to the service site, and the customer who receives this invitation can register the store as a registered store on the service site.

  The chat data is data relating to the contents of the chat performed between the customer and the registered store, and includes the content of the speech from the customer and the store, the date and time of speech, and the like. This chat data is stored for each customer and registered store.

The word data is a message issued from a customer, is not intended for a specific store, and is information that can be grasped by any store as long as it is a registered store of the customer.
The registered store can grasp the customer's situation and the like by referring to the customer's word data.
The word data may be updated or additionally registered every time a customer inputs, and notified each time to the store terminal 3 of the registered store of the customer.

The store information storage unit 1B is a storage unit that can store information about stores.
For example, as shown in FIG. 3, the store information storage unit 1B stores a store ID for identifying a store using the service for each of a plurality of categories provided in advance. Each store ID includes a password for authenticating the store, store detailed information about the store details such as the store name and address, the customer ID of the customer who registered the store as a registered store, and the customer visits the actual store Store visit information indicating whether or not the store is associated is stored.

A plurality of categories are provided for the provision of this service, and span multiple fields such as apparel, travel, and golf.
A predetermined category is assigned in advance to a store that receives the provision of this service, and the store is classified into at least one of the categories.

  The store visit information is information indicating whether or not the customer has visited the actual store, and based on the information transmitted from the customer terminal 2, information indicating that the customer has visited or has not visited the store. be registered.

The product information storage unit 1 </ b> C is information related to products handled at the store, and stores information related to products that the customer is considering or actually purchasing.
For example, as illustrated in FIG. 4, the product information storage unit 1 </ b> C stores product information, a store ID, and purchase information in association with each customer ID.

The merchandise information is information relating to merchandise that the customer associated with the customer ID considers or actually purchased, and in this example is merchandise image data.
Note that the product information in this example is image data of a product or the like photographed by photographing means such as a camera provided in the customer terminal 2 or the store terminal 3, but may include text data related to the product. , It may be composed only of text data of a product, or may be composed of moving image data.

The store ID is information for identifying a store handling a product related to the product information.
In this example, since the product for which the product information is registered is a product handled at the registered store, the store related to the store ID is the registered store of the customer.

The purchase information is information indicating whether the product related to the product information is under consideration, that is, whether it is in a pre-purchase state or a purchased state.
Purchase information can be changed from being considered to being purchased in response to a request from a customer or a registered store.

The store registration unit 11 refers to the customer information storage unit 1A and executes a process of registering a new store in association with the customer as a registered store of the customer.
In this example, when there is a request from a customer who has received an invitation from a store, a new store is registered as a registered store, but the registration request is accepted directly from the store as a registered store of a predetermined customer. You can also In this case, when there is a registration request, the customer may be asked for approval.

When a predetermined store is newly registered as a customer's registered store by the store registration unit 11, the specifying processing unit 12 refers to the store information storage unit 1B and specifies a category to which the registered store belongs. Run.
By the processing by the specific processing unit 13, the category of the store registered as a new registered store is grasped.

  The discrimination | determination process part 13 performs the process which discriminate | determines whether the category specified by the specific process part 12 is already registered as a customer's registration category with reference to the customer information storage part 1A.

  When the determined category is unregistered as a result of the determination processing by the determination processing unit 12, the category registration unit 14 refers to the customer information storage unit 1A and sets the unregistered category as a new registered category. Execute the process of additionally registering in the registration category.

In response to a request from a customer or a registered store of the customer, the product information registration unit 15 refers to the product information storage unit 1C and executes processing for registering product information requested by the customer or the registered store of the customer.
In the registration of the product information, the product information is registered in association with the customer and the customer's registered store that handles the product related to the product information. Moreover, the registration request | requirement of the merchandise information from a store is possible only for the customer memorize | stored in connection with merchandise information, when the said store is a registration store. Therefore, a store that is not a customer's registered store cannot freely register product information for a predetermined customer.

  The purchase information registration unit 16 refers to the product information storage unit 1C, and the product related to the predetermined product information from the customer terminal 2 or the store terminal 3 is being considered for purchase or has been purchased. When purchase information indicating whether or not there is received, a process of registering, in association with the product information, information on whether the purchase is under consideration or has been purchased is executed based on the purchase information.

  The extraction processing unit 17 refers to the customer information storage unit 1A, extracts information related to the registered category of the customer as customer information, or refers to the product information storage unit 1C to browse the customer or the registered store of the customer. For example, processing for extracting predetermined information from each of the storage units 1A, 1B, 1C is executed.

The chat processing unit 18 is a processing unit that transmits and receives chat data between the customer terminal 2 and the store terminal 3 and executes chat between both terminals.
The chat data transmitted and received by the chat executed by the chat processing unit 18 is stored in association with the customer and the store in the customer information storage unit 1A.

  The communication processing unit 19 is a processing unit that executes data transmission / reception processing according to a predetermined protocol between the customer terminal 2 and the store terminal 3 via an NW such as the Internet.

The customer terminal 2 is a terminal used by a customer of the store, and is realized by, for example, a tablet terminal or a mobile phone. In this example, the customer terminal 2 is particularly realized by a terminal with a camera.
The customer terminal 2 has a communication processing means such as a web browser for transmitting / receiving data to / from the sales support apparatus 1, an output means such as a display for outputting the transmitted / received data, and for inputting data. Input means such as a touch panel, and photographing means such as a camera function for photographing an image or a moving image.

The store terminal 3 is a terminal used by a store that sells products or provides services to customers, and is realized by, for example, a tablet terminal or a mobile phone as in the case of the customer terminal 2. In particular, this is realized by a terminal with a camera.
This store terminal 3 inputs data from a sales support device 1 such as a web browser for transmitting / receiving data, an output means such as a display for outputting the transmitted / received data, and data. Input means such as a touch panel, and photographing means such as a camera function for photographing an image or a moving image.

Next, the flow of processing executed by the sales support apparatus 1 according to this embodiment in this service will be described with reference to the drawings.
In addition, the store using this service is classified into one of a plurality of categories provided in advance, and the information is registered in the store information storage unit 1B. Whether a store is classified into any of a plurality of categories may be determined by the store itself, or may be determined by the operator of the service.

When a customer receives an invitation from a predetermined store using the service and is permitted to make the predetermined store a registered store, the customer terminal 2 uses the customer terminal 2 on the service site. On the other hand, it requests that the predetermined store be a registered store of the customer.
At this time, the customer ID of the customer who uses the customer terminal 2 and the store ID of the store requesting registration as a registered store are transmitted from the customer terminal 2 to the sales support device 1. 1 receives these pieces of information (S101).

  Accordingly, the sales support device 1 refers to the customer information storage unit A by the store registration unit 11 and registers the store ID in association with the customer ID, whereby a new store is additionally registered as a customer registered store. (S102).

When a new registered store is registered, the store information storage unit 1B is referred to by the specifying processing unit 12, and the category to which the store additionally registered as the registered store belongs is specified (S103).
When the store category is further specified, the determination processing unit 13 determines whether the specified category is already registered as the registered category of the customer (S104).

As a result of determining whether or not the category is registered, if the category is already registered, the process ends as it is.
On the other hand, if the category is not registered as a result of the determination, the category registration unit 14 additionally registers the specified category as a customer registration category in the customer information storage unit 1A (S105).

  Through the above processing, the customer registration category is registered based on the customer registration store. Therefore, by referring to the registered category, it is possible to accurately grasp which category the customer is interested in.

Next, a case where customer information including information related to a customer registration category is browsed at a customer or a store will be described.
As shown in FIG. 6, the customer or the store logged in to the service site through the predetermined authentication by the customer terminal 2 or the store terminal 3 relates to the customer ID based on the customer ID with respect to the sales support device 1. A request for browsing customer information of the customer is transmitted (S201).

On the other hand, the sales support device 1 refers to the customer information storage unit 1A by the extraction processing unit 17, and includes information related to the registered category of the customer related to the specified customer ID and the customer's word data. Information is extracted (S202).
The extracted customer information is transmitted to the customer terminal 2 or the store terminal 3 that has requested browsing (S203).

At this time, the customer information provided to be browseable to the customer terminal 2 or the store terminal 3 can be browsed in the form shown in FIG. 7 on the service site, for example.
That is, in addition to information that can identify a customer, such as a customer ID and a customer name, registered stores of the customer are listed and classified by registration category. In addition, word data from customers is displayed.

In this way, among the multiple categories, only the categories that constitute the registered category of the customer are displayed, and for each registered category, the registered store of the customer among the multiple stores is displayed. Categories without are not displayed.
As a result, the category in which the customer is interested can be easily understood. In addition, in each category, it is possible to grasp what kind of store the customer is interested in, which is useful for making proposals for products and services to customers and for communicating with customers. .

Next, the exchange between the customer and the registered store of the customer will be described based on the screen of the service site developed on the customer terminal 2 or the store terminal 3.
FIG. 8 is an example of a screen developed on the customer terminal 2 and is a screen that displays a list of registered stores of customers.
On this screen, together with the customer name, all registered stores are displayed classified for each registered category of the customer.

Each registered store is provided with buttons for “TALK”, “IN”, and “profile” that can be pressed.
The “TALK” button is a button for chatting with a registered store.
The “IN” button is a button for notifying that the customer has visited the registered store.
The “profile” button is a button for referring to a profile related to details of a registered store.

On the other hand, FIG. 9 is an example of a screen developed on the store terminal 3, and is a screen that displays customers who have registered the store as a registered store.
On this screen, customer information is displayed in a list together with a search form for searching for a specific customer.

For each customer, buttons for “profile” and “collection” are provided so that they can be pressed in addition to the customer name and word data by the customer.
The “profile” button is a button for chatting with a customer and referring to a profile related to the customer details.
The “collection” button is a button for referring to customer product information.

First, the flow of chatting between a customer and a store from the screen shown in FIG. 8 or 9 will be described.
When the customer presses the “TALK” button shown in FIG. 8 on the customer side, the screen transitions to a screen that allows chat with the store.
An example of this screen is shown in FIG.
On the screen, a store ID, a store name, a category to which the store belongs, and the like are displayed in a “store profile” column regarding the details of the store.
In addition, chat data performed between the customer and the store is displayed on a “talk screen” for chatting, and an input form for transmitting chat data from the customer side is provided.

  The information displayed in the “store profile” column is extracted from the store information storage unit 1B by the extraction processing unit 17 of the sales support apparatus 1 based on the store ID of the designated store. Further, the information displayed in the “talk screen” field is extracted from the customer information storage unit 1A by the extraction processing unit 17 based on the customer ID of the customer browsing the screen and the store ID of the store designated for browsing. It has been extracted.

On the other hand, on the store side, when the store presses the “profile” button shown in FIG. 9, the screen changes to a screen that allows chatting with the customer.
An example of this screen is shown in FIG.
On the screen, a customer ID, a customer name, a list of registered stores of customers classified by category, and the like are displayed in a “customer profile” column regarding customer details.
Further, chat data performed between the customer and the store is displayed on a “talk screen” for chatting, and an input form for transmitting chat data from the store side is provided.

  Note that the information displayed in the “customer profile” column is extracted from the customer information storage unit 1A by the extraction processing unit 17 of the sales support apparatus 1 based on the customer ID of the designated customer. The information displayed in the “talk screen” column is extracted from the customer information storage unit 1A by the extraction processing unit 17 based on the store ID of the store viewing the screen and the customer ID of the designated customer. It is a thing.

Next, FIG. 12 shows the flow of processing in the sales support apparatus 1 when a chat is performed with a customer and a store from the screen shown in FIG. 10 or FIG.
When the customer or the store inputs chat data from the input form of the “talk screen” shown in FIG. 10 or FIG. 11 and transmits it to the sales support device 1, the sales support device 1 receives this by the communication processing unit 19. (S301).
When sending and receiving the chat data, the customer ID of the customer who performs the chat and the store ID of the store are associated with the chat data, and the sales support device 1 can grasp the transmission source and the reception destination of the chat data. It has become.

  The sales support apparatus 1 that has received the chat data from the customer terminal 2 or the store terminal 3 refers to the customer information storage unit 1A based on the customer ID and the store ID associated with the chat data and includes information related to the reception date and time. The chat data is stored (S302).

Furthermore, the chat data stored in the customer information storage unit 1A is transmitted to the customer terminal 2 or the store terminal 3 that is the receiving destination (S303).
In this way, a chat is performed between the customer and the registered store of the customer in a state where information related to the registered category of the customer can be browsed, and smooth communication is achieved between the customer and the store.

Next, the exchange of store visit information when a customer visits a registered store will be described.
When the customer visits a registered store and presses the “IN” button of the registered store on the screen shown in FIG. 8 described above, the screen of the customer terminal 2 changes to the screen shown in the example of FIG.
On this screen, store information of the store visited and chat data with the store are displayed. These pieces of information are extracted from the customer information storage unit 1A and the store information storage unit 1B by the extraction processing unit 17.

  In addition, a “Try on” button is provided on the screen. When the “try on” button is pressed, the photographing means of the customer terminal 2 is activated, so that the product in the store can be photographed, or the customer who tried on the product can be photographed. Ready to do.

On the other hand, when the customer presses the “IN” button of the registered store, the customer visits the registered store from the customer terminal 2 to the sales support device 1 together with the customer ID of the customer and the store ID of the registered store. Store visit information indicating that is transmitted. On the other hand, in the sales support apparatus 1, store visit information is stored in the store information storage unit 1B in association with the received customer ID and store ID.
And the said store visit information is notified to a registration store, and a store can grasp | ascertain a customer's store visit.

Here, FIG. 14 shows an example of a screen displayed on the store terminal 3 for notifying customer visit information on the store terminal 3.
On the store terminal 3, on the screen displaying the customer visit information, the customer name and the date and time when the customer visited the store are provided for the customer visiting the store. Further, a “profile” button for referring to the customer profile is provided. The store visit information displayed here is information extracted from the store information storage unit 1B by the extraction processing unit 17.
By referring to this store visit information, the store can grasp that the customer is coming to the store and have an opportunity to directly contact the customer, such as talking to the customer in the store.

From here, when the “profile” button for a predetermined customer is pressed by the store, the screen on the store terminal 3 changes to the screen shown in the example of FIG.
On this screen, customer information such as a customer ID of the customer, a customer name, a list of registered stores classified by category, and chat data with the customer are displayed. These pieces of information are extracted from the customer information storage unit 1A by the extraction processing unit 17.

  In addition, a “Try on” button is provided on the screen. This “try on” button, like the one displayed on the customer terminal 2, activates the photographing means of the store terminal 3 when pressed, thereby photographing the product in the store. Or ready to take a picture of a customer trying on the product.

Next, in the customer terminal 2 or the store terminal 3, photographing means such as a camera function provided in the terminal is activated, and the product information generated by photographing the product in the store and the customer who tried on the product is sold. The flow of processing when registering in the support apparatus 1 will be described with reference to FIG.
In the customer terminal 2 or the store terminal 3, when the “try on” button shown in FIG. 13 or FIG. 15 described above is pressed by the customer or the store, the photographing means such as a camera incorporated in the terminal is activated. (S401).

In response to this, the customer or the store photographs the product in the store, such as a product that the customer likes or a customer who actually tried on the product, or a customer who tried on the product (S402).
Image data generated by photographing is transmitted from the customer terminal 2 or the store terminal 3 to the sales support apparatus 1 as product information together with a customer ID, a store ID, and a registration request for the product information ( S403).

On the other hand, the sales support apparatus 1 registers the product information in the product information storage unit 1C by using the product information registration unit 15 in association with the received customer ID and store ID (S404).
When product information is newly registered, the purchase information registration unit 16 registers a status of “under consideration” as purchase information for the product information (S405).

  In addition, in the process so far, the store visit information provided to the store is only for customers who are registered stores. Moreover, since the registration request | requirement of the merchandise information by the store terminal 3 is received only when the customer linked | related with the said merchandise information is a customer who uses the said store as a registration store, a customer is arbitrarily from stores other than a registration store. Product information is never registered.

Here, in the customer terminal 2 or the store terminal 3, an example of a screen in the case where the product information stored in the product information storage unit 1 </ b> C and the purchase information has a status of “under consideration” is referred to. explain.
FIG. 17 is an example of a screen that provides product information “under consideration” on the customer terminal 2.
On this screen, “under consideration” product information extracted from the product information storage unit 1C by the extraction processing unit 17 based on the customer ID is displayed. The merchandise information is displayed for each registered store of the customer. In addition, each product information can be designated and a “Register to collection” or “Delete from list” button can be pressed.

When the “register in collection” button is pressed, the sales support apparatus 1 is notified that the product related to the predetermined product information has been purchased.
When the “delete from list” button is pressed, the sales support apparatus 1 is requested to delete predetermined product information from the product information storage unit 1C.

On the other hand, FIG. 18 is an example of a screen that provides product information “under consideration” on the store terminal 3.
On this screen, “under consideration” product information extracted from the product information storage unit 1C by the extraction processing unit 17 based on the customer ID and the store ID of the store requesting the provision of product information is displayed. Note that the product information displayed here is different from the case of the customer and is only associated with the store. In addition, each product can be designated and the “Register to collection” or “Delete from list” button can be pressed.

  The buttons “Register to collection” or “Delete from list” have the same functions as those of the customer terminal 2. When the “Register to collection” button is pressed, the sales support apparatus 1 is given a predetermined function. It is notified that the product related to the product information has been purchased. When the “delete from list” button is pressed, the sales support apparatus 1 is requested to delete predetermined product information from the product information storage unit 1C.

Next, a process in the case where purchase information indicating purchase has been registered for the product information stored in the product information storage unit 1C will be described with reference to FIG.
In FIG. 17 or FIG. 18 described above, when the predetermined product information is specified and the “register in collection” button is pressed, the specified product is sent from the customer terminal 2 or the store terminal 3 to the sales support apparatus 1. A registration request for purchase information indicating that the product related to the product information has been purchased is transmitted together with the information that can identify the information (S501).

  At this time, a customer ID is transmitted from the customer terminal 2 together with information for identifying the product information and purchase information indicating that the product related to the product information has been purchased. On the other hand, from the store terminal 3, the customer ID and the store ID of the store are transmitted together with the information that can identify the product information and the purchase information that the product related to the product information has been purchased.

  On the other hand, the sales support apparatus 1 has been purchased in place of the purchase information indicating that the product information storage unit 1C is referred to by the purchase information registration unit 16 and that the specified product information is under consideration. Is registered (S502).

  In the processing so far, when a purchase information registration request indicating that a product has been purchased is transmitted from the store terminal 3 together with the product information, the store related to the store terminal 3 It is accepted only when it is a registered store of a customer associated with. Therefore, the customer does not change the product purchase information without permission from a store other than the registered store.

Here, as for an example of a screen for providing a list of product information registered as purchased, the case of the customer terminal 2 will be described with reference to FIG. 20 and the case of the store terminal 3 will be described with reference to FIG.
As illustrated in FIG. 20, the “purchased” product information extracted from the product division storage unit 1 </ b> C by the extraction processing unit 17 is displayed on the screen displayed on the customer terminal 2. The merchandise information is displayed for each registered store of the customer.

  On the other hand, as shown in FIG. 21, the product information storage unit 1C is displayed on the screen displayed on the store terminal 3 by the extraction processing unit 17 based on the customer ID and the store ID of the store requesting the provision of product information. The item information of “purchased” extracted from is displayed. Note that the product information displayed here is different from the case of the customer and is only associated with the store.

In this way, the customer and the store can communicate with each other while understanding the product that the customer is considering purchasing. In addition, since the products already purchased by the customer understand each other, it is possible to consider purchasing a new product based on the products already purchased.
Furthermore, since the merchandise information that can be referred to by the store among the merchandise information of the customer is limited to that of the store, the customer is not required to know various information unnecessarily.

  In the above example, the store can be browsed only for the product information related to the store, but the product information associated with other registered stores of the customer can also be browsed according to the customer's arbitrary settings. It may be possible to make it. As a result, the store can give advice and suggestions about the product while grasping the product information of the other registered stores of the customer.

  In the above embodiment, in the process where the customer receives an invitation from a predetermined store and the store is registered as a new registered store of the customer, an invitation ID or the like is separately provided to the customer. The invitation ID may be registered in association with the customer and the store. Then, when the sales support apparatus 1 receives a registration request for registering a new store as a registered store together with the invitation ID from the customer, the sales support device 1 refers to the customer and store information registered in association with the invitation ID in advance. The store may be registered as a registered store for the customer.

  In addition, when inviting customers by a store, an invitation ID is distributed to a customer whose store is already a registered store, and the customer receives the invitation ID. May be approved as a registered store.

  Further, in this example, the product information is image data taken by the customer terminal 2 or the store terminal 3. However, the product information is not limited to this, and may be image data prepared in advance, which is designated by the customer or the store. And can be registered as product information. In this case, the customer terminal 2 or the store terminal 3 does not need to include photographing means such as a camera function.

DESCRIPTION OF SYMBOLS 1 Sales support apparatus 1A Customer information storage part 1B Store information storage part 1C Merchandise information storage part 11 Store registration part 12 Specific processing part 13 Discrimination processing part 14 Category registration part 15 Merchandise information registration part 16 Purchase information registration part 17 Extraction processing part 18 Chat processing unit 19 Communication processing unit 2 Customer terminal 3 Store terminal NW network

Claims (9)

Customer terminals used by customers,
Store terminals used by a plurality of stores across a plurality of categories provided in advance,
Configured to communicate over a network,
A device that mediates exchanges between the customer and the store and supports product sales to the customer,
Store information storage means for classifying and storing the stores for each predetermined category;
A registered category registered as a category of interest to the customer based on a registered store associated with a store registered as a store approved for direct exchange with the customer and a category in which the registered store is classified. Customer information storage means for storing information about
As a registered store of the customer, when a predetermined store is newly registered, a specific processing unit that refers to the store information storage unit and identifies a category to which the registered store belongs;
With reference to the customer information storage means, a determination processing means for determining whether or not the specified category is already registered as the registered category of the customer;
As a result of the determination, if the determined category is unregistered, referring to the customer information storage means, a category registration means for additionally registering the category as the registered category of the customer;
A first browsing request receiving means for receiving a browsing request for customer information relating to the customer from the customer terminal or the store terminal of the customer's registered store;
With reference to the customer information storage means, as the customer information, an extraction processing means for extracting information related to the registered category of the customer;
Customer information transmitting means for transmitting information related to the registered category of the customer in a viewable manner to the customer terminal or the store terminal of the registered store of the customer;
On the customer information provision screen developed on the customer terminal or the store terminal, only the categories constituting the registered category of the customer among the plurality of categories provided in advance are categories that the customer is interested in. And information on registered stores belonging to each registered category is displayed for each registered category.
A sales support device characterized by that. Chat processing means for sending and receiving chat data between the customer terminal and the store terminal of the registered store and executing chat between both terminals,
The store can execute the chat on the store terminal while referring to the customer information providing screen.
The sales support apparatus according to claim 1. Product information storage means for storing, in association with the registered store, product information related to a predetermined product among products handled at the registered store of the customer for each customer,
A second browsing request receiving means for receiving a browsing request for product information associated with the customer from the customer terminal or the store terminal of the customer's registered store;
Product information transmitting means for transmitting the product information associated with the customer in a viewable manner to the customer terminal or the store terminal of the registered store of the customer;
The extraction processing means refers to the customer information storage means, extracts information related to the registered category of the customer as the customer information, and refers to the product information storage means and is associated with the customer. Extract product information,
The sales support apparatus according to claim 1 or 2. The extraction processing means refers to the customer information storage means, extracts information related to the registered category of the customer as the customer information, and refers to the product information storage means to identify the customer and the product. Extract the product information associated with the registered store that requested the viewing of information,
The merchandise information transmitting means transmits the merchandise information associated with the customer and the registered store to the store terminal of the customer's registered store so as to be viewable.
The sales support apparatus according to claim 3. The product information related to the predetermined product is received from the store terminal of the registered store handling the predetermined product related to the product information together with a registration request for requesting the product information storage means to register in association with the predetermined customer. Registration request receiving means,
When the store that made the registration request is a registered store of a predetermined customer related to the registration request, the received product information is referred to the predetermined customer and the registration by referring to the product information storage means. Product information registration means for registering in association with the store,
The sales support apparatus according to claim 3 or 4. Purchase information reception for receiving purchase information indicating that the predetermined product has been purchased by the customer together with a registration request to the product information storage means from a store terminal of a registered store that handles the predetermined product related to the product information Means,
Referring to the product information storage means, and further comprising purchase information registration means for registering information indicating purchase with respect to the predetermined product information based on the received purchase information,
The product information storage means further stores information related to the purchase presence indicating whether or not the product related to the product information has been purchased by the customer in association with the product information.
The sales support apparatus according to any one of claims 3 to 5. Message data receiving means for receiving message data from the customer terminal;
With reference to the customer information storage unit, the store further includes a message data transmission unit that transmits the received message data to the store terminal of the registered store of the customer.
The sales support apparatus according to any one of claims 1 to 6. Customer terminals used by customers,
Store terminals used by a plurality of stores across a plurality of categories provided in advance,
Configured to communicate over a network,
Store information storage means for classifying and storing the stores for each predetermined category;
A registered category registered as a category of interest to the customer based on a registered store associated with a store registered as a store approved for direct exchange with the customer and a category in which the registered store is classified. A computer having customer information storage means for storing information relating to
A method of mediating exchanges between the customer and the store and supporting product sales to the customer,
With the above computer
When a predetermined store is newly registered as the registered store of the customer, a process of specifying a category to which the registered store belongs with reference to the store information storage unit;
With reference to the customer information storage means, as a registration category of the customer, a process of determining whether the specified category is already registered,
As a result of the determination, if the determined category is unregistered, referring to the customer information storage unit, a process of additionally registering the category as the registered category of the customer;
A process of receiving a customer information browsing request regarding the customer from the customer terminal or the store terminal of the customer's registered store;
With reference to the customer information storage means, as the customer information, a process of extracting information related to the registered category of the customer;
A process of transmitting information related to the registered category of the customer in a viewable manner to the customer terminal or a store terminal of the registered store of the customer;
On the customer information provision screen developed on the customer terminal or the store terminal, only the categories constituting the registered category of the customer among the plurality of categories provided in advance are categories that the customer is interested in. And information on registered stores belonging to each registered category is displayed for each registered category.
A sales support method characterized by that. Customer terminals used by customers,
Store terminals used by a plurality of stores across a plurality of categories provided in advance,
Configured to communicate over a network,
Store information storage means for classifying and storing the stores for each predetermined category;
A registered category registered as a category of interest to the customer based on a registered store associated with a store registered as a store approved for direct exchange with the customer and a category in which the registered store is classified. A computer having customer information storage means for storing information relating to
A program for mediating exchanges between the customer and the store and functioning as a sales support device for supporting product sales to the customer,
For the above computer,
When a predetermined store is newly registered as the registered store of the customer, a process of specifying a category to which the registered store belongs with reference to the store information storage unit;
With reference to the customer information storage means, as a registration category of the customer, a process of determining whether the specified category is already registered,
As a result of the determination, if the determined category is unregistered, referring to the customer information storage unit, a process of additionally registering the category as the registered category of the customer;
A process of receiving a customer information browsing request regarding the customer from the customer terminal or the store terminal of the customer's registered store;
With reference to the customer information storage means, as the customer information, a process of extracting information related to the registered category of the customer;
Processing to transmit information related to the registered category of the customer in a viewable manner to the customer terminal or the store terminal of the customer's registered store,
On the customer information provision screen developed on the customer terminal or the store terminal, only the categories constituting the registered category of the customer among the plurality of categories provided in advance are categories that the customer is interested in. And information on registered stores belonging to each registered category is displayed for each registered category.
Computer program.

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