JP2017072903A - Customer service information managing system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a system capable of customer service management of extracting customer service information useful for planning and improvement of management strategy in a field of serving customers who visit stores.SOLUTION: A customer service information managing system is equipped with customer service information storing means that stores customer service information based on external input, first evaluation flag setting means that sets a first evaluation flag for the inputted customer service information, displaying means that integrates and displays the customer service information for which the first evaluation flag has been set, and second evaluation flag setting means that sets a second evaluation flag which can be set on condition that the first evaluation flag is set. The customer service information managing system is characterized in that setting of the first evaluation flag requires first manager authority and setting of the second evaluation flag requires second manager authority. In this way, the customer service information of appropriate quality and quantity filtered by a user who has the first manager authority is presented to a user who has the second manager authority.SELECTED DRAWING: Figure 5

Description

The present invention relates to a customer service information management apparatus, a customer service information management program, and a customer service information management method for managing customer service information, particularly in a customer service such as an amusement hall, a restaurant, and a retail store.

Conventionally, various methods have been proposed as means for enclosing customers. For example, provide information such as name and address to the customer and prompt membership registration, send information limited to members, or introduce a point system to give points each time a transaction, etc. There is an approach to have customers enjoy. Although this kind of incentive-based customer lock-in is effective from the viewpoint of improving loyalty, it does not show a sufficient effect in understanding the potential needs of customers. Most of these membership registrations and point systems are premised on the disclosure of personal information by customers themselves, and do not function effectively for customers who are reluctant to disclose personal information.

In order to expand the customer base, it is not a measure based on the customer list generated based on the customer information obtained by the membership registration as described above, but rather the intention of the potential customer base not included in the customer list. It is effective to capture. In addition, customer behavior varies depending on the type of business and the competition with other stores in the same store, even if it is a customer service. Rather than taking measures for customers who can identify individual names in the customer list, the customer base expands by drawing out the needs of customers who have a relatively low frequency of so-called first-time customers and store visits, which leads to improved business performance.

As a conventional method of grasping the needs of such seeming customers and customers who visit the store relatively lowly, there is a method of picking up “voice of the site” from the work log of the store clerk (cast). However, there are many difficulties in utilizing the information in the business diary for management measures. First, the business diary for casts is often part of the business routine and is often created by inertia. It is also difficult to recognize that one's own voice can affect management measures. Second, for the person in charge of the site (for example, a store manager consisting of a plurality of stores, typically a store manager), review the information contained in daily reports from numerous casts every day. Therefore, it is a heavy business burden to divide information and extract and report on the contents that should be shared by higher management. For this reason, even if information unique to a site cast is written in the business diary, it is often stored dead.

On the other hand, it is also conceivable that all or almost all of the information on the site is directly appealed to the management layer without dividing the information on the site. However, in that case, the larger the store network, the greater the number of casts, and the proportional increase in the number of appeals (business diaries) that should be read. As a result, even if it touches the voice of the site, it will be necessary to spend a great deal of time and labor for the selection, resulting in a delay in management judgment.

As described above, there has been a demand for a method for effectively using information related to customer needs without spending a great deal of labor. In this regard, Patent Document 1 analyzes the distribution of complaints / inquiries from customers, and has no complaints / inquiries along with the characteristics of the customers who are making complaints / inquiries, but has a potential problem awareness. A complaint / inquiry analysis system that can identify customers who are assumed to be, and can provide information useful for improving customer service and planning improvement measures for current business contents such as product planning / development. Means for filtering the collected data, further selecting the filtered data, means for storing the selected data in the analysis target file based on a preset code classification system, and the analysis Complaints / inquiries characterized by having a means of simple aggregation processing of data in the target file and visual output of the results Analysis system is disclosed.

Patent Document 2 discloses a customer information management system in which a customer service terminal and a management server are connected to each other as a customer management system for recording a customer service situation of a store clerk for a customer, and the customer service terminal identifies a customer. Customer identification information reading means for reading the customer identification information from a medium on which identification information is recorded, recording means for recording a conversation with the customer, input means for receiving input of information indicating a customer service situation, and reading the customer identification information Transmission means for transmitting customer information including customer identification information read by the means, voice information recorded by the recording means, and input information by the input means to the management server, and the management server is a customer for each customer. First storage means for storing management information, receiving means for receiving service information transmitted from the service terminal, and storing the received service information. To the customer management information related to the customer identification information by referring to the customer management information stored in the first storage means based on the customer identification information included in the customer service information received by the receiving means received by the second storage means There is disclosed a customer information management system comprising control means for controlling the received customer service information so as to be associated and stored in the second storage means.

Japanese Patent Laid-Open No. 08-314893 JP 2014-219999 A

However, none of the above-mentioned prior art documents mentions quick extraction of customer information cited from the field and feedback of its evaluation, which contribute to management decisions that require speed. If the cast feels that their voice will contribute to management decisions, it can be expected that the cast will try to better serve customers and actively report information from customers. For field managers, if the approval of the report from the cast and the appreciation of valid information can be performed in a series of business routines, the work burden will be reduced. It will contribute to speeding up the management decision by quickly touching the customer service information that is appropriately extracted for the management and not necessarily connected with the customer having the proper noun.

Therefore, an object of the present invention is to provide a system that enables customer information management that extracts customer service information useful for formulating and improving a management strategy in a customer service.

In order to solve the above problems, the customer service information management system according to the present invention has the following configuration.

Service information storage means for storing service information based on input from the outside, first evaluation flag setting means for setting a first evaluation flag for the input service information, and the first evaluation flag are set. Display means for collecting and displaying the customer service information, and a second evaluation flag for setting a second evaluation flag that can be set on the condition that the first evaluation flag is set in the input information. Setting means, the first evaluation flag setting requires a first administrator authority, and the second evaluation flag setting requires a second administrator authority. A customer service information management system (claim 1).

The data constituting the “customer service information” can be configured to include at least the data of the target customer, the data of the corresponding cast, and the data of the customer service content (claim 2).

In addition, the number of assignable first evaluation flags within a predetermined period in the user ID to which the first administrator authority is granted is set to the second number to which the user ID is assigned in the predetermined period immediately before the predetermined period. It is characterized by being controlled by the number of evaluation flags. Alternatively, the number of assignable first evaluation flags within a predetermined period in the user ID to which the first administrator authority has been granted indicates that the user ID is the first flag in the predetermined period immediately before the predetermined period. It is also possible to control the ratio by the ratio of the number of the customer information to which the second evaluation flag has been assigned (claim 4).

Alternatively, the first evaluation flag in the user ID to which the first administrator authority is granted is the number of grants of the second evaluation flag (Claim 5), or the grant ratio of the second evaluation flag (Billing) It can also be characterized by being weighted according to item 6).

In addition, you may comprise so that the grant number of said 2nd flag can be totaled for every said corresponding | compatible cast contained in customer service information (Claim 7).

In the present invention, “customer service information” refers to information in which a store employee (= cast) inputs a record of a dialogue with a customer. The date of the dialogue, the cast in which the dialogue was conducted, the category of the dialogue (customer correspondence, complaints) , Compliments, etc.), the type of good or bad, target customer data, customer service data, and the like. “Target customer data” refers to data relating to the customer profile, such as the age and sex of the customer who interacted, the frequency of visits (from regular to first look), and the contact with the customer. For example, a category such as a rough age group (young / middle age / old age) can be selected and input for the age. “Data on customer service content” refers to data relating to specific conversation content. It may be a free input by text, or may be configured to select and input a category of scenes or dialogue contents.

The “first evaluation flag” refers to a positive evaluation for the customer service information input by the cast. The “first evaluation flag” can be set by a user having “first administrator authority”. Specifically, the manager of each store that manages the customer service of the cast logs in to the system with the first administrator authority, and the first evaluation flag is set for the customer service information entered by the cast. It is assumed that the setting is judged. “The number of first evaluation flags that can be assigned” is specified during a predetermined period (for example, it can be set appropriately such as one week or one month according to the cycle of the user's management planning meeting) The upper limit value of the evaluation flag that can be set by the user ID having the first administrator authority. For example, some store managers may overwhelm the first evaluation flag without scrutinizing the contents, so in such a case, if you overstate many items that are not subject to evaluation by management In addition, the number of customer service information that can be added in the next cycle is limited. In this way, the store manager is motivated to appropriately examine customer information.

The “second evaluation flag” refers to a positive evaluation that can be set only for the customer service information for which the first evaluation flag is set. The “second evaluation flag” can be set by a user having “second administrator authority”. As a specific operation, the corporate executive who conducts business planning logs in to the system with the second administrator authority, and the customer service information selected according to the setting of the first evaluation flag It is assumed that it is determined whether the evaluation flag is set.

In addition, “weighting” refers to the first evaluation flag assigned by the user who performs extraction with higher accuracy in view of the fact that the accuracy of extraction of customer service information varies depending on the user having the first administrator authority. Is treated as having a higher degree of evaluation than the first evaluation flag provided by the user who performs extraction with relatively low accuracy. Specifically, a unique value for weighting is set for each user having the first administrator authority, and the unique value is changed according to the number of grants and the grant rate of the second evaluation flag. The weighting can be configured so that, for example, the customer service information set with the first evaluation flag is reflected in the control of the display order when the information is collectively displayed, and the higher the eigenvalue is, the higher the display is.

According to the customer service information management system according to the present invention, the following effects can be expected.
(1) If the customer service information input by the cast is useful for the management strategy, it will be directly viewed by the upper management, so the cast will serve the customer better and will actively provide customer service information. It becomes a motivation to input. Therefore, the customer service quality of the cast in the store is improved, and the possibility of valuable information being stored dead can be reduced by sharing the customer service information.
(2) By filtering whether or not it is attached to the upper-level browsing according to the contents of customer service information, information useful for formulating or improving management strategies is hierarchically extracted to speed up management decisions To contribute.
(3) Since the positive evaluation by the site manager is directly approved by the management, the operational burden on the site manager is reduced.
(4) Appropriate evaluation will be made because it will lead to the evaluation of the information extraction accuracy by the person in charge of the site who applied for the customer service information depending on whether or not a lot of positive evaluations by the upper level are given to the customer service information requested. The probability that the customer service information given by the site manager who gives a positive evaluation will be added to the browsing of the upper layer is increased, and the quality of the customer service information viewed by the upper layer is autonomously improved. Therefore, it contributes to the formulation and improvement of better management strategies.

It is a network diagram of the whole service information management system according to an embodiment of the present invention. It is a functional block diagram of a server. It is a conceptual diagram which illustrates the structure of customer service information. 3 is a functional block diagram of a terminal device 30. FIG. It is a conceptual diagram of the pyramid structure where customer service information is applied. It is a screen image before input of the cast input screen. It is an input screen image of the cast input screen. It is a screen image after input of the cast input screen. It is a search screen image of customer service information. It is a search result screen image of customer service information. It is a screen image of a store manager input screen (customer dialogue detail screen). It is a screen image of an in-store item list display screen. It is a screen image of the management input screen and the entire cast viewing screen It is a conceptual diagram which shows the number control which can be given of "Like" (= 1st evaluation flag).

FIG. 1 is a network configuration diagram of a customer service information management system 1 including a customer service information management server 10 according to an embodiment of the present invention. The customer service information management server 10 is connected to the terminal devices 30 (management layer user terminal 31, store manager terminal 32, cast terminal 33) of each user via the network 20, and can exchange data. The terminal device 30 is connected to the base station 40 wirelessly, and is connected to the network 20 via a network device 50 such as a gateway. The user downloads the customer service information management program file from the server via the network 20, logs in to the system, and browses, acquires, and transmits the customer service information.

For convenience of illustration, the management user terminal 31, the store manager terminal 32, and the cast terminal 33 are represented by different types of information terminals (notebook PCs, tablets, smartphones). It is not tied, but functions as each terminal device according to the authority of the logged-in user ID. For example, it is not intended to exclude the cast from logging in from a stationary computer for input or browsing. However, in view of the convenience of inputting during daily customer service, there are many cases where information terminals that can be easily carried are employed.

In addition to the LAN (Local Area Network) and the wireless LAN, various forms such as a WAN (Wide Area Network), the Internet, a mobile communication network, and an optical communication line can be employed as the communication form of the network 20.

Next, the functional configuration of the customer service information management server 10 will be described with reference to FIG. FIG. 2 is a block diagram schematically showing a functional configuration of the customer service information management server 10. As shown in FIG. 2, the customer service information management server 10 includes a CPU 110, a RAM 120, a storage unit 130, an input unit 140, an output unit 150, and a communication unit 160.

The CPU 110 develops various program data and setting data stored in the storage unit 130 and ROM (Read Only Memory: not shown) in the work area of the RAM 120 and executes them sequentially, and cooperates with the various program data. Various operations of the management server 10 are controlled.

The storage unit 130 stores data so as to be readable and writable under the control of the CPU 110. For example, an HDD (Hard Disc Drive), a flash memory, a semiconductor memory, or the like can be applied. The storage unit 130 includes various programs such as a customer service information management program file 131, data files such as a customer service information file 132, a cast master file 133, a customer profile master file 134, a customer service mode master file 135, and a certifier master file 136. The various master files are stored.

The customer service information management program file 131 stores program data that controls each part of the customer service information management server in cooperation with the CPU 110. Specifically, the customer service information transmitted from the cast terminal 33, the first evaluation flag information transmitted from the store manager terminal 32, and the second evaluation flag information transmitted from the management layer user terminal 31, respectively, are received. The file stores the program data for recording the information and transmitting the customer service information in the customer service information file and the master data stored in various master files in response to a request from each terminal device 30.

The customer service information file 132 stores customer service information transmitted from the customer service terminal. FIG. 3 is a conceptual diagram illustrating the configuration of the customer service information file 132. The customer service information file 132 includes customer service categories such as customer service number, customer service date, customer service (cast), complaints, inquiries, and praise words, customer profiles, customer service situations, and customers. It has an area for storing the customer service details related to good feelings or bad feelings, specific dialogue contents, and administrator data of the administrator in charge. In addition, there are areas for storing an evaluation flag from an administrator having the first administrator authority and an area for storing an evaluation flag from an administrator having the second administrator authority. If an evaluation flag from an authorized administrator is set, data to that effect is stored. However, the second evaluation flag cannot be set unless the first evaluation flag is set.

The customer service (cast) data can be input by quoting from a cast master file 133 recorded in advance by a system administrator or the like. The cast master file 133 stores a store code representing a store to which the cast belongs and a cast code uniquely assigned to each cast individual in association with each other.

The customer profile data can be input by quoting from the customer profile master file 134 recorded in advance by a system administrator or the like. The customer profile master file 134 includes data such as customer visit category (regular / high frequency / low frequency / look), age (old / middle age / young), and sex. The store visit category and age categorization can be appropriately set as a master in the main body using this system. For example, when a more detailed analysis is desired for each age group, categorization in fine increments can be set in advance as a master.

The customer service detail data can be input by quoting from the customer service mode master file 135 recorded in advance by a system administrator or the like. The customer service mode master file 135 includes customer service situations (morning / lunch / teatime / dinner) and customer feeling data at that time. The situation can also be appropriately set as a master in the subject using this system, as in the above-mentioned store visit category and age categorization. For example, in the case of pachinko halls, it is conceivable to categorize according to the business form such as (4 pachis / 1 pachi / 20 slot / 5 slot).

The certifier data can be input by quoting from the certifier master file 136 recorded in advance by the system administrator or the like. The certifier authority includes a first certifier authority corresponding to the store manager and a second certifier authority corresponding to the management user. Only the customer service information authenticated by the user having the first certifier authority is extracted and collectively displayed on the user having the second authentication authority. As a result, only a small amount of high-quality information will be provided to management, contributing to refinement and speeding up of management decisions.

Next, the functional configuration of the terminal device 30 (management layer user terminal 31, store manager terminal 32, cast terminal 33) will be described with reference to FIG. FIG. 4 is a block diagram schematically showing the functional configuration of the terminal device 30 (management layer user terminal 31, store manager terminal 32, cast terminal 33). As illustrated in FIG. 4, the control system of the terminal device 30 includes a control unit (CPU) 310, a RAM 320, a storage unit 330, an input unit 340, a display unit 350, and a communication unit 360.

The control unit (CPU) 310 develops various program data stored in the storage unit 330 and ROM (not shown) and various master data used in the program data in the RAM 320 and sequentially executes them, and cooperates with the program data. As a result, the various operations of the terminal device 30 are controlled in an integrated manner. Various master data can be configured to be updated and acquired from a server via the network 20 in response to an external instruction or in response to a predetermined trigger such as when a program is started.

The RAM 320 is used as a storage area for developing data to be processed by the control unit (CPU) 310 in cooperation with program data. The storage unit 330 is a storage device that stores data in a readable and writable manner. It may be provided inside the terminal or connected as an external storage medium. The storage unit 330 stores a customer service information management program file 331 and a customer service information file 332. The customer service information management program file 331 cooperates with each unit under the control of the control unit (CPU) 310 to cause the terminal device 30 to function as a component of the customer service information management system. Specifically, when logging in to the terminal device with a cast ID, the terminal device 30 functions as the cast terminal 33, receives input of customer service information with the logged-in cast ID by operating the input unit 340, and sets the communication unit 360. To the server 10. In addition, the display unit 350 displays a service information list aggregated based on an input operation from the input unit 340.

When the terminal manager 30 logs in with the store manager ID, the terminal device 30 functions as the store manager terminal 32 and displays a customer service information list of the store on the display unit 350 based on the input from the input unit 340. . The store manager can input comments on individual customer service information, and sets an authentication flag for customer service information that is considered appropriate for browsing by upper management. This is a first authentication flag, and the first authentication flag is stored in the “first evaluation flag storage area” of the customer service information recorded in the server 10 via the network 20.

Further, when logging in to the terminal device with the management layer user ID, the terminal device 30 functions as the management layer user terminal 31 and is evaluated in the above-described “first evaluation flag storage area” based on the input from the input unit 340. The server 10 is requested to extract the service information to which the flag is attached, and the service information extracted via the network 20 is transmitted to the management user terminal 31 and displayed on the display unit 350.

Here, using FIG. 5 to FIG. 9, a description will be given of a flow in which customer service information input by each cast is extracted according to the content and selectively presented to the management layer. FIG. 5 is a conceptual diagram of a pyramid structure in which customer service information is overwritten. FIG. 6 is an image diagram of a screen on which a cast inputs information (= customer service information) related to a customer interaction. FIG. FIG. 8 is an image diagram of a list screen for browsing customer service information by a store manager, FIG. 8 is an image diagram of a list screen for browsing customer service information in the same store, and FIG. 9 is a list of all store customers displayed on the management user terminal 31. It is an image figure of a dialog list.

As shown in FIG. 5, a plurality of casts for customer service are arranged at each store, and the number of customer service information input increases according to the number of customers. For example, when 20 casts are arranged in each store and there is a store network of 10 stores, 200 employees input customer service information. A single cast does not always input only a single customer service information every day, but in the case of a customer-entered cast, several items may be input per day.

As shown in FIG. 6A, the cast inputs from the “customer interaction details” screen about individual customer receptions that are particularly worthy of reporting. On this screen, the date, customer service, customer service category, store visit category, customer age group, gender, customer service situation, and customer emotional quality can be selectively entered in a drop-down manner. For example, as shown in FIG. 6B, it is possible to select from “regular”, “quasi-regular”, “flow”, and “new” acquired in advance for “visit store category” by drop-down. This option can be acquired in advance by communication with the server 10. About the contents of dialogue, it is set as the structure in which the free input by a text is possible. Of course, the present invention is not limited to this, and in the case of an industry in which customer response is patterned to some extent, this item can also be made selective. FIG. 6C is a screen image diagram in a state where input by casting is performed. In this case, customer service information is entered at an amusement facility. Here, the fact that the information about bad customer service was obtained from a young regular man was entered. By touching the “Register” button on this screen, it is recorded in the customer service information file 332 of the cast terminal 33, transmitted to the customer service information management server 10 via the communication unit 360, and recorded in the customer service information file 132. In addition, the trigger of customer service information transmission can be a batch process at the time of occurrence of regular or specific operation, in addition to a real-time process at the time of registration by casting.

It is extremely difficult for management to read through the customer service information entered in this way. Therefore, a step of confirming the customer service information input from the cast terminal 33 at the store manager terminal 32 is provided. At the time of confirmation, the store manager can freely enter a comment in text on the input customer service information, and can attach an evaluation flag (“Like”) to the customer service. By attaching the evaluation flag, it is possible to recognize that the cast has been evaluated by the store manager, and motivation is improved. In addition, the setting of the flag is a condition for aggregation into a list screen that can be browsed by management users described later. Therefore, as a store manager, by checking the customer service information input by the cast of the customer's store and judging the quality, what is requested as customer service information at the site can be extracted at the same time, so that the business efficiency is improved.

As shown in FIG. 7A, the store manager searches for customer service information of casts input within a predetermined period. When the “search” button is touched in the condition setting state, a customer service information transmission request is sent from the store manager terminal 32 to the customer service information management server 10. In response to this, the customer service information management server 10 extracts customer service information that matches the set search condition and transmits it to the store manager terminal 32 that transmitted the request. FIG. 7B schematically shows a search result list. The store manager selects one that has not been handled yet from the displayed customer service information. FIG. 7C is a customer interaction detail screen. When logging in with the store authority ID, the “store manager comment” field at the bottom of the drawing is displayed, allowing free entry of text. As shown in FIG. 7C, a check box marked “Like” is provided above the comment box. This check box is the first evaluation flag, and is set as a target of browsing by the manager user described later by setting the flag. In the customer service information of the number “3” in FIG. 7B, the fact that the store manager has set “Like” and “Confirmed” characters that have been confirmed are displayed.

FIG. 8 is a diagram showing an image of a screen on which customer service information in the same store is extracted and displayed. Since the cast code of each cast is associated with the store code as shown in FIG. 3, the customer service information input by the cast having the same store code as the cast is extracted in response to the browsing request from the cast ID. The customer service information is transmitted to the cast terminal 33 that has made the request. Therefore, any cast can be browsed as long as the customer service information is in the same store. It is possible to refer to items that are not given “Like” by the store manager, and as a cast, it is possible to train while watching many cases of other casts.

Thus, the customer service information input by the cast of each store can be filtered by the store manager of each store. As shown in the image diagram of FIG. 5, only a part of the customer service information extracted at the store manager terminal 32 among the customer service information input at the cast terminal 33 is presented to the management user terminal 31. Become.

As shown in FIG. 9, in the list created by extraction, only the customer service information to which the first evaluation flag (= “Like”) by the store manager is assigned is extracted and displayed. A second evaluation flag (= “superior”) can be set from the management layer user terminal 31 logged in with the management layer user ID. The column on the rightmost side of the list shown in FIG. 9 corresponds to this, and the management user can give the second evaluation flag by clicking or tapping the “super” button display.

Note that this list can be viewed regardless of the user ID hierarchy. Therefore, if the cast knows that his / her customer service information is extracted in the list and is given a lot of “super-like”, he / she can recognize that his / her customer service response is also evaluated in the organization. , Confidence in daily customer service is born and leads to motivation to do better customer service. Also, for other casts, knowing what kind of customer service is being evaluated and evaluated can be a motivation to improve its customer service. Since good customer service information can be shared throughout the organization, it is also suggested that the customer service policy as an organization can be oriented based on realistic examples.

The above is one example of the service information management system according to the present invention. In addition, as long as it is not contrary to the idea of this invention, not only the above-mentioned structure but various structures are employable. For example, the terminal device 30 is described as being acquired from the server 10 at each trigger for each master data file. However, the present invention is not limited to this, and the terminal device 30 may also have data held and synchronized by a predetermined trigger. good.

Furthermore, the structure which contributes to optimization of the 1st evaluation flag provision by the store manager terminal 32 can also be employ | adopted. This embodiment will be described below. In addition, about the structure which is common in 1st Example, the same code | symbol is attached | subjected and the description is abbreviate | omitted.

FIG. 10 is a conceptual diagram showing control of the number of first evaluation flags that can be assigned by the store manager. The number of “likes” given by each store manager within a predetermined period is extracted from the data accumulated in the customer service information file. Similarly, the number of “super-likes” given to the customer service information submitted by the store manager within the predetermined period is also extracted from the data accumulated in the customer service information file.

As one of the methods for controlling the number of “likes” that can be granted within the next predetermined period, the number of “likes” obtained within the predetermined period can be assigned within the next predetermined period. The number of "ne". For example, in the state of FIG. 10, store manager A gives 10 “Like” grantable numbers, store manager B gives 10 “Like” grantable numbers, and store manager C gets 20 “Like” numbers. The number that can be given can be obtained. In this way, the number of assignable first evaluation flags within a predetermined period in the user ID to which the first administrator authority is granted is the same as the user ID assigned in the predetermined period immediately before the predetermined period. A configuration controlled by the number of second evaluation flags can be realized. However, this is only an example, and the number of “super-likes” can be directly assigned as the number of “likes” that can be granted in the next predetermined period, and a coefficient table corresponding to the number of “super-likes” acquired is provided and read. You may do it.

Alternatively, it is conceivable that the number of customer service information that needs to be processed differs depending on the store depending on the size of the store and the number of casts held in one store. It is conceivable to calculate the weighting coefficient as a method that takes such circumstances into account. For example, when the number of “likes” given by the store manager A within a predetermined period is 10 and the number of “super-likes” given to the customer service information given by the store manager A is “10”, The ratio of “Super Like” / “Like” is 100%. Here, when the number of customer service information processed by the store manager A is 100, the weighting coefficient (= multiplying the super-like ratio and the number of processed cases) is calculated as 100. Similarly, the weighting coefficient of the store manager B is calculated as 15, and the weighting coefficient of the store manager C is calculated as 800.

For example, the number of “likes” that can be given within the next predetermined period can be controlled based on the weighting coefficient thus obtained. By configuring in this way, the more customer service information is processed, the more customer service information to which “Like” is given is given more “super-like” to the management user terminal 31, the next The number of “likes” that can be given during the predetermined period of time increases. Therefore, the store manager has an incentive to process more customer service information, and also has a motivation to select the quality of the customer service information to be applied. As a result, the cast is expected to input more and higher quality customer service information in the store, and as a result, improvement of the customer service mode is expected by the configuration of this system.

Further, the weighting coefficient can be associated not only with the number of “likes” that can be given in the next predetermined period, but also with the display order in the “all-store customer interaction list”, for example. Specifically, it is conceivable that the customer service information “liked” by the store manager who has a high weighting coefficient is controlled to be displayed at the top in the “all store customer dialogue list”. By configuring in this way, service information that is more reliable, that is, to be more exemplary, is displayed at the top, and this increases the possibility that this information will be shared within the organization. It may contribute to improvement of

1 customer service information management system 10 customer service information management server 20 network 30 user terminal 31 management layer user terminal 32 store manager terminal 33 cast terminal 131 customer service information management program file 132 customer service information file 133 cast master file 134 customer profile master file 135 customer service details Master file 136 Certifier master file

Claims (7)

Customer service information storage means for storing customer service information based on external input;
First evaluation flag setting means for setting a first evaluation flag for the input customer service information;
Display means for collecting and displaying the customer service information in which the first evaluation flag is set;
A second evaluation flag setting means for setting a second evaluation flag that can be set on the condition that the first evaluation flag is set in the customer service information;
Setting the first evaluation flag requires first administrator authority,
The service information management system according to claim 2, wherein setting of the second evaluation flag requires a second administrator authority.
The customer service information management system according to claim 1, wherein the customer service information includes at least target customer data, corresponding cast data, and customer service data.
The number of assignable first evaluation flags within a predetermined period in the user ID to which the first administrator authority has been assigned is the second number to which the user ID has been assigned in the predetermined period immediately before the predetermined period. The service information management system according to claim 1, wherein the service information management system is controlled by the number of evaluation flags.
The number of the first evaluation flags that can be assigned within a predetermined period in the user ID to which the first administrator authority has been granted is assigned by the user ID in the predetermined period immediately before the predetermined period. 3. The customer service information management system according to claim 1, wherein the customer information management system is controlled based on a ratio of a number of the customer information to which the second evaluation flag is assigned. 4.
3. The first evaluation flag in the user ID to which the first administrator authority is granted is weighted by the number of grants of the second evaluation flag. The customer service information management system according to any one of the above.
The first evaluation flag in the user ID to which the first administrator authority is granted is weighted by the grant ratio of the second evaluation flag. The customer service information management system according to any one of the above.
8. The customer service information management system according to claim 2, wherein the number of grants of the second flag can be tabulated for each corresponding cast included in the customer service information. 9. .

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