JP2018060505A - Customer support system using icon of sns, management server, and management method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a novel customer support system using an SNS.SOLUTION: A management server of a customer support system using an SNS has: talk room generating means for generating, when a purchaser decides to purchase goods or service at a shop, a talk room for recording a message with the purchase; and talk room entry/exit management means for managing entry into and/or exit from the talk room of the purchaser, the shop and an entrepreneur relating to the goods or the service. The management server receives the purchaser's payment for the goods or the service or after-the-sale service for the purchaser through the purchaser's posting of a message or icon for the entrepreneur entering to the talk room.SELECTED DRAWING: Figure 2

Description

  The present invention relates to a system that supports online commerce using SNS. In particular, the present invention relates to a system that supports customers using pictorial symbols of SNS.

  In recent years, the spread of SNS (Social Networking Service) has been remarkable. SNS is not only used as a communication tool for information transmission and information sharing, but also various usage methods have appeared. For example, there are functions such as an information center at the time of a disaster and methods of use such as crowdfunding to raise funds from the public. The applicant has also proposed a method in which the user can perform financial transactions from the SNS by linking the SNS system and the financial institution system. For example, Patent Document 1 proposes a system capable of performing a financial transaction such as bank transfer using a natural language message from an SNS system. Further, in Patent Document 2, event registration and participation are recruited from the SNS system, and the financial institution system accepts payment of the event participation fee. When the participant executes the payment, the payment information is provided to the official institution of the financial institution. We have proposed a system that notifies the event organizer with a symbol. Patent Document 3 proposes a new product purchase system using SNS pictorial symbols.

Japanese Patent No. 5701107 JP-A-2015-197720 Japanese Patent Application No. 2006-133477

  An object of the present invention is to provide a new customer support system using SNS pictorial symbols in view of the possibility and convenience of SNS as described above.

In order to solve the above problems, the present invention provides the following solution.
(1) A management server in a customer support system using SNS, which generates a talk room for recording a message with the purchaser when the purchaser decides to purchase a product or service at a store. A room generation means, and a talk room entrance / exit management means for managing entry / exit of the talk room of the purchaser, the store, and a business operator involved in the product or service, and the product or service for the purchaser The settlement of the price or support after purchase is received by posting a message or pictogram to the business operator who has entered the talk room.

(2) In the configuration of the above (1), the talk room generating means generates the talk room when the purchase price of the product or service is completed.

(3) In the configuration of the above (1) or (2), the apparatus further comprises a talk room erasing unit that erases the talk room when the product is discarded or in response to a request from the purchaser.

(4) In any one of the constitutions (1) to (3), when the product is transferred, the user inheritance registers the person who has transferred the product as a user who inherits the history information of the product. Means are provided.

(5) In any one of the constitutions (1) to (4), the operator is a delivery company, a manufacturer, or a service company.

(6) In any one of the constitutions (1) to (5), the business operator is another store or an insurance company.

(7) In the configuration of (5), when the manufacturer or the service provider enters the talk room, a pictogram representing a warranty period of the product is presented.

(8) A management method in a customer support system using SNS, wherein when a purchaser decides to purchase a product or service at a store, a talk room for recording a message with the purchaser is generated. And managing the entry / exit of the talk room of the purchaser, the store, and the business operator related to the product or service, and after settlement and purchase of the product or service for the purchaser. The support is performed by accepting a message or a pictorial symbol post to the business operator who has entered the talk room.

  ADVANTAGE OF THE INVENTION According to this invention, the new customer support system using the pictorial symbol (stamp) of SNS can be provided.

It is a figure which shows the basic image of the system which supports a customer using the talk room which concerns on embodiment of this invention. It is a figure which shows the function structure of the talk room management server which concerns on one Embodiment of this invention. It is a figure for demonstrating the registration method of a joint key stamp. It is a figure for demonstrating the production | generation method of a one time key-lock stamp. It is a figure for demonstrating another registration method of a joint key stamp. It is a figure which shows an example of a data structure stored in talk room DB of a talk room management server. It is a figure which shows an example of the flow of a process between a purchaser, a store, and a delivery trader from goods purchase to delivery. It is a figure which shows another example of the flow of a process between a purchaser, a store, and a delivery trader from goods purchase to delivery. It is a figure which shows an example of the flow of a process at the time of making a credit card company participate in a talk room other than a purchaser and a store when the payment method of goods price is a credit card. When repair of goods is required, it is a figure which shows an example of the flow of a process between a purchaser, a store, and a manufacturer. It is a figure which shows an example of the talk screen in the payment at the time of goods purchase. It is a figure which shows an example of the talk screen from goods purchase to purchase of consumables. It is a figure which shows an example of the talk screen in the after-sales service after goods purchase. It is a figure which shows the usage example of the joint key stamp in the delivery service after goods purchase. It is the figure which showed the outline of the function structure of the login system for implement | achieving a login stamp. It is the figure which showed the specific example of the login screen using a login stamp. It is the figure which showed the outline of the function structure for implement | achieving automatic starting of a WEB page with a login stamp.

  DESCRIPTION OF EMBODIMENTS Hereinafter, embodiments for carrying out the present invention (hereinafter referred to as embodiments) will be described in detail with reference to the accompanying drawings. In the subsequent drawings, the same components are denoted by the same reference numerals throughout the description of the embodiments. In the functional configuration diagram, an arrow between functional blocks represents a data flow direction or a process flow direction. In the process flow diagram (flowchart), the processing order of each step may be changed as long as the relationship between the input and output of each step is not impaired.

(Basic image)
FIG. 1 is a diagram illustrating a basic image of a system that supports customers using a talk room (hereinafter referred to as the present system). The “talk room” is a storage area in which messages (talk) are exchanged between users in a conversation format in an application on the SNS, and a screen for displaying the storage area. The talk room establishment person designates one or more participants. Once a talk room has been established, designated participants can “enter” and “leave” the talk room at any time, and conversations in that talk room can be made while entering the talk room. Participants can view at any time. Of course, even a participant who has left the room can enter the room again when necessary.

  The talk room of this system is generated for each product or service purchased with the individual when the individual decides to purchase the product or service (hereinafter sometimes referred to as “product etc.”). Various operators related to the product, such as delivery companies, manufacturers, service / maintenance companies (including stores and insurance companies different from the purchase store in some cases) and SNS messages (not just text but also images) (Including voice and voice), it is possible to exchange information regarding the product. Here, “individual” includes not only a person who actually purchased the product, but also a person who transferred the product from the purchaser (referred to as a “successor”). In addition, the term “product” here refers to housing, housing equipment, home appliances, PC-related products, multifunction devices, furniture, pets (biological bodies), motorcycles, automobiles, sports equipment, massage machines, etc. It is a product that is highly likely to be sold, and requires maintenance and support even after purchase. Of course, products other than those described above and related products (such as optional products) may be included as long as they require maintenance and support. The “service” here includes almost all services other than temporary. A typical example is a loan for a new home or renovation.

  For example, if you purchase home appliances (for example, a vacuum cleaner) at online stores (virtual stores only on the Internet and online sales departments of actual stores), you can select payment method (payment method is credit card) along with product information on the vacuum cleaner In the case of (including the settlement), communication (information exchange) such as designation of delivery date and delivery time occurs with the store side. Then, after the product is shipped, the delivery company contacts the delivery status and re-delivery notification when absent. In addition, after the product arrives, various exchanges such as contact when there is an initial failure, inquiries about how to use the product, purchase of consumables such as filters, and request repairs in the case of malfunction There is a possibility that it may occur with both operators.

  Talkroom participants (in the initial stage, the buyer and the store from which they purchased) can invite third parties to the talkroom, so if you use the talkroom as a way to support customers, Support across multiple operators can be performed smoothly. For example, when a store has a question about a purchased product and it is necessary to contact the manufacturer, the store obtains the purchaser's consent and invites the manufacturer (customer support center or the like) to the talk room. By doing so, the purchaser can then directly exchange messages with the manufacturer. Of course, the store can know the exchange of the message. By doing in this way, while being a party, it is possible to confirm exchanges between participants other than themselves. Also, for stores, what is sold in their own store is properly maintained and used for a long time, whether there are many failures, what kind of failures are common when there are many failures, what kind of consumables It is also possible to know whether the order is placed at the timing. Such information can be used for product description when selling products at the store, and can also be used for reviewing purchased products.

  When a store receives a question about a related product that is not handled by the store, another store that handles the related product can be invited to the talk room. In addition, in the case of a product such as a car that insures a large amount of money, an insurance company can be invited to the talk room. In addition, the successor to whom the product has been transferred can take over the position of the purchaser and obtain similar support, or know the history information (for example, repair history) of the product before the succession. In addition, the purchaser can join family members, friends, and the like in the talk room, receive advice on the product, and conversely provide product information.

  Thus, this system can provide customer support consistently from product purchase to subsequent maintenance using the talk room of SNS. In addition, the talk room of this system can last until the product is destroyed or disappears, and supports customers throughout the product life cycle, so to speak, it functions as a “product life cycle support system”. be able to.

(Functional configuration)
FIG. 2 is a diagram showing a functional configuration of the talk room management server 100 which is the core of the present system. A talk room management server 100 (hereinafter simply referred to as “management server”) is connected to a user terminal 10 which is a terminal of a purchaser of goods and the like and a plurality of business operator systems 20. There may be a plurality of user terminals 10, including a purchaser terminal 10 a that is a terminal of a purchaser of products and the like, and a successor terminal 10 b that is a terminal of a person who has transferred the product from the purchaser. It may also include a friend or family terminal. The user terminal 10 may be a general smartphone, a tablet terminal, or a PC (personal computer), and is installed with a dedicated program (application) for connecting to the management server and transmitting / receiving information.

  The business system 20 is a collective term for various business systems related to products to be purchased and the like. The store system 20a of a store that sells products and the like and a delivery company that delivers a product in response to a request from the store. A delivery company system 20b, a manufacturer system 20c of a manufacturer (manufacturer) of a product, a service provider system 20d of a service provider that provides services such as product maintenance in response to a request from a store or manufacturer, and other related companies Consists of a system.

  The management server is a server for managing a talk room that is constructed and operated by a business operator or other company group that operates the SNS. As shown in FIG. 2, the management server includes a user terminal communication unit 101, a user stamp registration unit 102, a user information DB 103, a company system communication unit 104, a company stamp registration unit 105, a company information DB 106, a combined key stamp registration unit. 107, a combined key stamp determination unit 108, a talk room management unit 110, and a talk room DB 120. The database (DB) may be provided outside the management server and connected to the management server so as to be communicable. Hereinafter, each functional unit and DB will be described in order.

  The user terminal communication unit 101 controls communication with the user terminal 10, receives a user ID and a login password from the user terminal 10, and authenticates that the user is a registered user of this system.

  User stamp registration means 102 (user-side pictorial symbol registration means) is a stamp, icon, symbol, illustration, photograph, or other image (hereinafter collectively referred to as “stamp” or “pictorial symbol”). Is registered as a user registration stamp (registered pictogram) in the management server. Specifically, electronic data of a stamp pattern prepared by the user is received, identification information (ID) is added to the stamp, and stored in the user information DB 103.

  The user information DB 103 is a database that stores, for each user, user personal information such as a user ID, a login password, an address / name, and an e-mail address, a registration stamp ID, and a user side key stamp (a key symbol). . The combined key stamp is a special stamp that uses the stamp as a combined key and is used for authentication of the other party at the time of transaction. Details will be described later.

  The company system communication means 104 controls communication with the company system 20, receives the company ID, the login password, and the like from the company system 20, and authenticates the company.

  The enterprise stamp registration means 105 (the pictorial symbol registration means on the enterprise side) provides a means for registering the stamp (pictional symbol) in the management server as the registration stamp of the enterprise. Specifically, electronic data of a picture of a stamp prepared by each business operator is received, identification information is added to the stamp, and stored in the business operator information DB 106.

  The company information DB 106 is a database that stores, for each company, company information such as a company ID, a login password, a company's whereabouts, a name, etc., a registered stamp ID, and company-side key stamp information.

  The combined key stamp registration unit 107 (a combined key pictorial symbol registration unit) reads out the user side combined key stamp information stored in the user information DB 103 and the provider side combined key stamp information stored in the business operator information DB 106, and outputs a user registration stamp and The user selects one of each of the company registration stamps, and only when both of them are available, a combination of one or a plurality of sets of stamps is registered as a “key” for executing a specific process. FIG. 3A is a diagram for explaining a registration method of this combined key stamp.

  As shown in the figure, if the user selects the registration stamp A2 on the user side and the registration stamp B4 on the operator side, only when these two stamps are presented at once from the user side and the operator side, This specific stamp combination is stored in both registered stamp information as an authentication means for processing, for example, purchase with a credit card, or as an authentication means for being a successor. Credit card information may be linked to a user-side key stamp, and a key key stamp may be defined for each credit card. For example, if you want to pay for the product with credit card X, use the combination of registration stamp A2 on the user's side and registration stamp B4 on the operator's side (store side) as the key, and if you want to pay with another credit card Y, the user A combination of the stamp of the registration stamp A3 on the side and the registration stamp B1 on the store side is used as a combined key.

  In the example of FIG. 3A, the registration stamp is used as it is as the key stamp. However, depending on the product and the purchase date and time, a “one-time key stamp” that is valid only once may be generated from the registration stamp each time. In that case, the generation logic (program) and the one-time key stamp are stored in the key stamp information on the user side and the provider side.

  FIG. 3B is a diagram for explaining a method of generating a one-time key stamp. The one-time key stamp is generated from a registered key stamp (registered key symbol). That is, the registered key stamps on the user side and the provider side are converted according to a predetermined rule to generate respective one-time key stamps (one-time key-key pictograms). In the example in the figure, the registered key stamp is a pattern of turtle and frog, but in the one-time key stamp, the image of the pattern that has the common elements in each registered key key stamp (in the example in the figure, the pattern of people and leaves) is synthesized. Has been generated. The image of the pattern to be added may be another registered stamp. By doing this, the correct combination of one-time combined key stamps can be inferred as long as the combination of registered combined key stamps is remembered. Therefore, even if a different one-time key stamp is displayed each time, the corresponding one-time key stamp can be correctly selected from the candidate stamps. Needless to say, the display and change of the combined key stamp information is managed by a separate strict authentication means (such as fingerprint authentication).

  FIG. 3C is a diagram for explaining another registration method of the combined key stamp. Hereinafter, the “product” here may include a service. When the business operator is a store, the combined key stamp can also be generated from the user registration stamp and product information (product name, product keyword, product image, etc.) when the purchaser browses the product. In the example of the figure, the combined key stamp A3-B1 is generated by combining the user registration stamp A3 and the image of the product B1 (boots) stored in the product information DB provided in the store. This generation is generated when the purchaser browses the product B1 and performs a predetermined operation (for example, when registered in “favorites”).

  Even if there is no image of an appropriate product in the product information DB, it is possible to separately acquire an image from the keyword of the product and combine it with a user registration stamp to generate a combined key stamp. In the example shown in the figure, the combined key stamp A2-B4 is generated from an image that can be acquired from the keyword (bag) of the user registration stamp A2 and the product B4. Such a registration method of the combined key stamp has an advantage that it is not necessary to prepare a registered stamp on the provider side, and the combined key stamp can be synthesized by the user. However, since the combined key stamp generated in this way deviates from the original purpose of mutually authenticating each other, the usage method will be described later.

  Returning to FIG. 2, the combined key stamp determining means 108 (the combined key symbol determining means) matches the stamps presented from both the user side and the provider side in a specific transaction in the talk room (talk screen), and the combined key stamp information. It is determined whether or not the combination registered in (1) matches, and only when it is determined that the combination matches, the specific transaction is executed. Here, as a specific transaction, in addition to payment by credit card, it is also used for authentication of purchaser inheritance, authentication of merchandise warranty, and the like. When the purchaser transfers the product to another person by reselling or the like, the information of the registered key lock stamp may be transferred to the successor, or the successor may newly register the key lock stamp again. .

  The authentication of the guarantee of the product is such that when the product arrives at the purchaser, a joint key stamp of the guarantee is registered between the purchaser and the store. In this way, an accurate warranty period can be presented to the purchaser. It also helps prevent counterfeiting of guarantees.

  The talk room management unit 110 includes a talk room generation unit 111 that generates a dedicated talk room for each user and each product or service when purchasing a product or service, and a talk room entry unit that manages entry / exit of a participant's talk room. Exit management means 112, user inheritance means 113 for causing the transferred user to be inherited as a new purchaser when the user as a purchaser resells the product to another user, etc., and the product is discarded When there is a problem or other circumstances occur, a talk room erasure unit 114 is provided for erasing all talk room information in response to a request from the user.

  In addition, the talk room generation means 111 not only generates a talk room when purchasing a product or service from an online shop, but also when purchasing a product or service from an actual store, Can also be generated. That is, it is possible to generate a talk room by using the payment information of the credit card as a trigger (when payment for the purchase price of goods or services is completed).

  Further, when the talk room entrance / exit management means 112 detects information indicating that the work of the business has been completed (for example, when a message indicating completion of work is posted or when a message is not posted for a predetermined period of time). Has a function of leaving the operator out of the talk room. Although illustration is omitted, a “business succession means” may be provided. Succession of business operators occurs due to mergers of business operators or transfer of business.

  Although not shown, the talk room management unit 110 projects (reflects) a “talk room association unit” for associating a plurality of talk rooms and a message posted to the related talk room to another talk room. “Talk room projecting means” and “talk room searching means” capable of efficiently searching the talk room that has existed for a long time by using keywords and stamps may be provided.

  The talk room DB 120 is a database that cumulatively stores messages and stamps posted (transmitted) in the talk room. More specifically, as illustrated in FIG. 4, for each talk room, a talk room ID, a talk room name, a creator ID, a creation date, a product ID, a purchaser ID, a purchase store ID, a manufacturer ID, and their A name (nickname), etc. is stored, and each time a message (talk) is posted, the posting date / time, posting user ID, message content (including stamp), and message status (unread, read, edited, etc.) are stored. .

  In existing SNS talks such as LINE (registered trademark), messages and stamps once sent cannot be modified, but in the talk room of this system, messages and stamps can be modified or deleted when the other party is unread (modified) In this case, the message status is displayed as “Edited”), so even if a message or stamp is posted by mistake, it is possible to deal with it. The talk room name is automatically generated from the product ID (service ID), the product name (service name), the purchaser ID, or the purchaser name, but may be changed to a name that is easy for the purchaser to identify. Of course, the names on the talk rooms of businesses such as purchasers and purchase stores can be changed to those that are easy to identify.

  The functional configuration of the system described above is merely an example, and one functional block (database and functional processing unit) may be divided or a plurality of functional blocks may be configured as one functional block. Good. Each function processing unit is a computer system in which a CPU (Central Processing Unit) built in a server or terminal device is stored in a storage device such as a ROM (Read Only Memory), a flash memory, an SSD (Solid State Drive), or a hard disk. The stored program is read and realized by a program executed by the CPU. That is, each function processing unit reads and writes necessary data such as a table from a database (DB) stored in a storage device or a storage area on a memory, and in some cases, related hardware This is realized by controlling (for example, an input / output device, a display device, a communication interface device). Further, the database (DB) in the embodiment of the present invention may be a commercial database, but it simply means a collection of tables and files, and the internal structure of the database itself is not questioned.

(Processing flow)
Hereinafter, the flow of processing between participants of this system will be described. The numbers in circles in the subsequent drawings represent the order of the processing steps and correspond to the numbers in parentheses below. In addition, unless otherwise specified, the “purchaser” represents the purchaser of the product itself or the terminal (user terminal 10) of the purchaser, and the “store” refers to the purchase store system (store system 20a) or depending on the case. Represents the store clerk of the store. However, the actual processing may be performed by the management server, and the result may be transmitted to the user terminal 10 or the store system 20a, and on the talk screen, it may appear as if it has been processed by the user terminal 10 or the store system 20a.

In addition, "S _A" stamp of the purchaser side, "S _B" stamp of the purchase side, "S _mosquitoes", "S _c" is the credit card company stamp, "S _Yes' delivery company of the stamp, "S _coercive" is intended to refer to a stamp during the manufacturer's warranty period, it may be automatically displayed when commodity is in the warranty period when the manufacturer or service provider has entered. Of course, the stamp may be automatically deleted if it is not in the guarantee period. In particular, “S _A ”, “S _B ”, and “S _c ” represent “join key stamps” registered in advance as joint keys.

FIG. 5 is a diagram illustrating an example of a process flow between a purchaser, a store, and a delivery company from product purchase to delivery. In this case, the following processing is executed in this system. However, some human steps are included (hereinafter the same).
(1) A product purchase screen is transmitted from the store (a talk room is not yet generated at this stage).
(2) If the buyer decides to purchase, in the case of one-time master key stamp, to produce a duplicate key stamp S _A with the shop at this stage from the user registration stamp. In the case of a registered combined key stamp, the combined key stamp is selected.
(3) A purchase request is transmitted from the purchaser to the store.
(4) Check the registration of the user in the store, and generates a master key stamp S _B from the store of registered stamp (if a one-time master key stamp).
(5) Generate a talk room. At this time, the talk room name is automatically generated from the product name, user name, and the like.
(6) the store to send a duplicate key stamp _{S B.}
(7) the buyer to send a duplicate key stamp _{S A.}
(8) The combined key stamp determination result is transmitted from the store to the purchaser.
(9) As a result of the determination, if both of the combined key stamps are matched, if the payment method is a credit card, credit card settlement is executed, and if the settlement is completed normally, the store ships the merchandise. If the payment method is cash on delivery, the product is shipped as it is. In addition, although illustration is abbreviate | omitted, when the payment method is transfer, it waits at this stage until transfer is performed.
(10) Notify the delivery company from the store.
(11) The delivery company that has received the notification enters the talk room. At this time, a delivery company stamp indicating entry may be transmitted.
(12) Send the delivery status.
(13) The purchaser checks the delivery status.
(14) Perform delivery (delivery of goods). At this time, if the payment method is cash on delivery, the delivery company collects the price in exchange for the merchandise.
(15) The purchaser sends a receipt confirmation.
(16) The delivery company leaves the talk room.

  FIG. 6 is a diagram illustrating another example of a process flow between a purchaser, a store, and a delivery company from product purchase to delivery. In this process, in step (6), the key-entry stamp is transmitted from the purchaser first, in step (7), the key-in stamp on the store side is transmitted, and in step (8), the determination result of the key-in stamp is sent from the purchaser to the store. The process flow is the same as that shown in FIG. 5 except that the payment is approved in step (9).

  By doing in this way, it is possible to consistently use the talk room from the settlement at the time of purchase of goods to the completion of delivery. Further, by using the processes in FIGS. 5 and 6 together, the other party can deal with whichever of the purchaser's key and the business operator's combined key stamp is transmitted first.

FIG. 7 is a diagram illustrating an example of a flow of processing when a credit card company (hereinafter referred to as a card company) is allowed to participate in a talk room in addition to a purchaser and a store when a payment method for a product price is a credit card. . In this case, the following processing is executed in this system.
Since the processes (1) and (2) are the same as those in FIG.
(3) If the purchaser decides to pay with a specific credit card (here, credit card X), in this step, only the name of the credit card is transmitted to the store side. There is no need to send a credit card number, holder, expiration date, security code, etc.
(4) The store confirms user registration from the user ID and login password.
(5) When the user registration is confirmed, a talk room is generated.
(6) At this stage, the card company is notified of information (address, name, etc.) registered by the user in the store and product purchase information including the price and shipping cost of the product from the store.
(7) The card company that received the notification enters the talk room.
(8) the purchaser is to send a duplicate key stamp S _A buyer's side of the store. This master key stamp S _A shall card number is pegging.
(9) In the case of one-time duplicate key stamp, card company, here to produce a duplicate key stamp S _C of the card company side.
(10) card company will send a duplicate key stamp S _C of the card company side.
(11) The purchaser determines the suitability of the combined key stamp. Alternatively, the management server makes a determination and notifies the purchaser of the result.
(12) When the combined key stamp is matched, a payment request is transmitted from the purchaser to the card company.
(13) When the card payment is completed on the card company side, the store side is notified. At this time, the merchandise price changed by the card company is paid to the store.
(14) When the completion of payment is notified from the card company, the store side ships the merchandise. At this time, the delivery agent is requested to deliver the product.
(15) The card company completes the withdrawal from the purchaser's account.
(16) The card company leaves the talk room.

  By doing this, instead of sending a credit card number etc. to the store side and making the card payment between the store and the card company, the card company directly makes the card payment without notifying the store of the credit card number. Can be completed. The method for registering the combined key stamp with the card company is the same as in the store.

FIG. 8 is a diagram illustrating an example of a process flow between a purchaser, a store, and a manufacturer when a product needs to be repaired due to an initial failure after delivery of the product. In this case, the following processing is executed in this system.
(1) A delivery completion notification is transmitted from the delivery company to the store.
(2) In the store, information on the manufacturer of the product is acquired.
(3) After confirming that the product is a product to be maintained by the manufacturer, the store notifies the manufacturer. At this time, the serial number of the product is transmitted.
(4) The manufacturer (customer support center or the like) that has received the notification from the store enters the talk room of the product of the customer that already exists. At this time, if it is during the guarantee period, a guarantee period stamp “S _HOLD ” indicating that may be transmitted. If the warranty period has expired, a stamp indicating that may be transmitted. In addition, a message prompting the purchaser to register as a member may be transmitted.
(5) Further, the manufacturer transmits a message of service information and warranty information. The service information includes information such as the service center nearest to the purchaser.
(6) At this stage, the purchaser can accept various inquiries, purchase of options and consumables, etc. directly from the manufacturer.
(7) When a product breaks down, a repair request can be issued from the talk room.
(8) When a repair request is issued, a repair service is provided to the purchaser. At this stage, collection of defective products, provision of alternative products during repair, business trip repair services, etc. are provided.
(9) When the repair is completed, the purchaser sends a repair completion confirmation.
(10) The manufacturer that has received the repair confirmation notice leaves the talk room.
(11) After that, you may make it remain in a talk room participant until the guarantee period of goods ends.
(12) When the warranty period ends, a notification may be transmitted from the manufacturer to the store and the purchaser even if the talk room has left.

  By doing this, you can contact the manufacturer directly after purchasing the product, purchase options and consumables, request repairs of the product, and use the talk room to provide aftercare for the product. Can be done consistently.

(Screen example)
Hereinafter, a specific example of exchanging messages and stamps on an actual talk screen will be described. FIG. 9 is a diagram illustrating an example of a talk screen in settlement at the time of product purchase. This figure shows a state where a user who wants to purchase a vacuum cleaner uses a credit key to pay for the product price, and the store and the purchaser authenticate each other using the combined key stamp. FIG. 9A shows a case where the combination of the combined key stamps does not match the combination registered in advance and the authentication is NG, and FIGS. 9B and 9C show the combination of the combined key stamps. Is shown. In this example, the authentication is performed by transmitting the combined key stamp from the store side first, but the combined key stamp on the store side is automatically selected. The name of the talk room is automatically generated from the product name. In this example, the product name is “00 vacuum cleaner talk room”, but the name of the purchaser may also be used as “Mr. A's vacuum cleaner talk room”.

  The purchaser's side key stamp is transmitted by selecting a stamp from the candidate stamp display field 400 at the bottom of the screen (tap on the touch panel). The candidate stamp display field 400 may be automatically displayed when it is necessary to input a stamp by analyzing the content of the message from the immediately preceding store. In the screen of FIG. 9 (a), when the combined key stamp is selected by mistake and the authentication is NG, the place where the stamp is placed (the place indicated by reference numeral 300) is tapped, and again from the candidate stamp display column 400, It may be possible to perform authentication again by selecting a correct stamp. Of course, if the authentication is NG even after the predetermined number of times, the authentication is not performed after a certain period. In other words, the stamp is used as a substitute for a password or password. As already described, since the combination of the combined key stamps is not necessarily one, the registration stamps displayed from the store side may be replaced at random.

  In the case of authentication OK as shown in the screen of FIG. 9B, the combined key stamp 200 and the combined key stamp 301 displayed on the screen are immediately hidden (erased) as shown in FIG. 9C. Good. This is to reduce the exposure of the key stamp as much as possible.

  FIG. 10 is a diagram illustrating an example of a talk screen from product purchase to delivery and purchase of consumables. In this figure, when the payment with the credit card of the vacuum cleaner is completed and the product is shipped from the store, the delivery company notified by the store enters the talk room and sequentially sends the delivery status to the purchaser Is shown. A message from the delivery company is automatically sent each time the package passes through the delivery company's delivery location. You can also request re-delivery when you are away from this screen. When delivery is completed successfully, the delivery company automatically leaves the talk room. At this time, a message 500 indicating leaving the room is automatically transmitted from the system.

  When the delivery company leaves the room, the message from the store can be received again. In this example, the manufacturer's warranty period is notified from the store based on the delivery completion date. A questionnaire at the time of product arrival may also be performed at this stage. In addition, like the message 501, the price of the filter of the vacuum cleaner can be inquired from this screen. At this point, the product name is already known, so there is no need to enter the filter model number. By doing in this way, even after delivering a product, it can lead to further product sales.

  FIG. 11 is a diagram illustrating an example of a talk screen in the after-sales service after purchasing a product. In this example, “Mr. A” consults a veterinarian at a veterinary hospital with a message sent from a pet store to “Mr. A” who purchased a dog's living body from a pet shop on the Internet. It is shown.

  In the talk room of the present system, since the stamp added to the message can be an arbitrary image, it is possible to actually send a photo of the pet like the photo stamp 510. Of course, the stamp image can be enlarged or reduced. In addition, messages such as “How are you?”, “I did so”, “OK”, “Thank you”, “Natama”, etc. may be sent only with a stamp. In this way, even a pet shop that does not have a physical store near the purchaser can support customers using user-friendly messages and stamps.

(Modification 1)
FIG. 12 is a diagram illustrating an example of using a combined key stamp in a delivery service after purchasing a product.
As described above, the combined key stamp can be used outside the settlement scene, but here it is used to confirm the information of the purchased product by using the combined key stamp and the product information. The “confirmation stamp” will be described.

  The screen of FIG. 12 shows a scene in which a message is delivered from a delivery company to a dedicated talk room at a later date for a purchaser who has purchased goods together. The dedicated talk room here is not a talk room for each purchased product as described above, but a talk room in which talk rooms for each product are classified into categories. This category can be classified into, for example, a specific store, a specific time, a specific product category, and the like. That is, the talk room management server 100 includes a talk room category classification means. If this dedicated talk room is used, the purchaser can request each business operator to perform some kind of processing for each category, not for each product.

  In the example in the figure, the talk room for each product is grouped as the name of the talk room, and a dedicated talk room “Product purchased by Mr. A in September” is generated, and the delivery company posted the delivery schedule in this talk room. Shows the scene. However, the delivery company need not be aware of the existence of this dedicated talk room. This is because messages posted to the original talk room for each product are automatically projected to this dedicated talk room. Here, “projection” refers to a function in which when there are a plurality of related talk rooms, only a message is posted in one of the talk rooms and the other talk rooms are automatically reflected. This function can be realized by providing “talk room association means” and “message projection means” in the talk room management means 110.

  It is assumed that a purchaser who receives a delivery schedule message from a delivery company is a user who purchases a large number of products from a plurality of net shops every month and does not remember the purchased products. In such a case, it is necessary to confirm what is received when the delivery schedule from the first delivery company is received from the dedicated talk room. However, in the conventional method, it is necessary to first log in to the store site and check the delivery information for each product. In the first place, you may not remember where you bought it. However, by using the combined key stamp as a confirmation stamp, it is possible to easily confirm from the talk room that the product is indeed purchased from a specific store. Of course, no character input is required. Therefore, it helps to prevent misdelivery of merchandise and fraud such as sending merchandise that has not been bought. In the above example, the talk with the delivery company was taken up. However, when there is a request for input of important information such as account number or credit card or personal information, the other party who may respond to the request. It is possible to check whether or not.

(Modification 2)
The combined key stamp can be used as a login ID and a password as yet another usage. That is, login IDs and passwords for various login screens are registered in association with one or more pictograms, and the login is completed when the registered pictogram combinations are correct. To. The combined key stamp in this case is particularly called a “login stamp” (login pictogram). The combined key stamp, confirmation stamp, and login stamp may be collectively referred to as “authentication stamp” (authentication pictogram).

  FIG. 13 shows, as a “login system” for realizing a login stamp, a pictorial symbol management server 600 that manages a pictorial symbol of a user, and a business operator system 20 that is a system of any business operator that provides a service via a network. , And an outline of a functional configuration of the user terminal 10.

  The pictorial symbol management server 600 is a reconfiguration of a part of the functions of the talk room management server 100 shown in FIG. 2, and a stamp registration unit 601 for registering a user-prepared stamp (a pictorial symbol registration unit in the login system). ), A user information DB 602 that stores various types of user information required by the system, and a pictorial symbol determination unit 604 that determines whether or not the login stamp received from the operator system 20 is authentic. The user information DB 602 includes a login stamp registration table 603 (login pictogram registration table), and the login stamp registration table 603 stores the URL, login ID, and password for each site registered by the user. One or more stamps are stored in association with the login ID and password. Needless to say, the information in the login stamp registration table 603 is encrypted and stored.

  The business operator system 20 is an arbitrary system for managing a site registered by a user and providing goods or services via a network, but only an authentication means for authenticating a regular user is shown here. . The login screen control unit 21 controls a login screen for accepting a login ID and password from the user terminal 10. The login ID and password are normally text information, but the login screen control means 21 of the business operator system 20 includes a text authentication means 22 for performing normal authentication based on text information, and a picture symbol authentication means for performing authentication using pictorial symbols. 23 can be controlled to be selectable. Further, it may be controlled so that authentication by text information and authentication by pictogram are used together. For example, the login ID is text information, and the password is a combination of a plurality of pictorial symbols. Further, a combination of a login ID and a password may be associated with one or more pictorial symbols. In this way, login can be performed with a single touch by simply dragging and dropping the pictorial symbol on the login screen.

  The pictorial symbol authenticating unit 23 receives an input of a pictorial symbol combination from the user terminal 10, transmits the input pictorial symbol combination and the URL of the login screen to the pictorial symbol management server 600, and the login stamp registration table 603. The login ID and password pictorial symbol stored in advance in the URL are compared with the pictorial symbol combination input from the login screen of the operator system 20, and it is determined whether the two pictorial symbol combinations match. The determination result is transmitted to the business operator system 20. The company system 20 receives this determination result and determines whether or not it is a regular user.

  FIG. 14 is a diagram showing a specific example of a login screen using a login stamp. An operator system login screen 700 shown in the figure is an example of a login screen of a WEB browser, and it is assumed that a toolbar 701 for realizing a login stamp is installed in advance. The tool bar 701 includes a stamp list button for displaying a list of stamps registered by the user. The stamp list 702 displayed here may include a dummy stamp in addition to the stamp registered by the user. The toolbar 701 may be provided with a stamp registration button as a means for registering a stamp.

  When the user selects a predetermined stamp from the displayed stamp list 702 and drags and drops the stamp into the login ID input field 703 and the password input field 704, the pictogram authentication unit 23 of the business operator system 20 logs in. The combination of the pictorial symbol selected as the ID and password is transmitted to the pictorial symbol management server 600. As described above, a plurality of pictorial symbols may be selected, or a composite pictorial symbol obtained by combining a plurality of registered pictorial symbols into one. In the above screen example, the login screen using the WEB browser has been described. However, when the login function is realized by a dedicated application on a smartphone or a tablet terminal, the function of the toolbar 701 is used as an add-in, and the application You may make it provide to the side. It should be noted that “pictogram keyboard 705” may be displayed on the login screen 700 as a means for allowing the user to select an authentication method using pictorial symbols, as in the case of selecting a software keyboard for text authentication.

  The login system of FIG. 13 can have a function of not only logging in with pictorial symbols but also automatically launching a predetermined WEB page with pictorial symbols. FIG. 15 is a diagram showing an outline of a functional configuration for realizing automatic startup of a WEB page with a pictorial symbol (login stamp). As shown in the figure, the pictogram management server 600A is provided with a pictogram reception dialog 605 for accepting pictogram input and automatically logging in. When a pictogram is input (drag and drop) in the pictogram acceptance dialog 605, It is possible to activate the web page of the business operator system 20 that is associated with the pictogram in advance and automatically complete the process up to login.

  In the login stamp registration table 603 (pictional symbol registration table) of FIG. 15, the registered pictorial symbol or a combination thereof corresponds to the login ID and password for logging in to the business operator system 20, or the login ID and password. Is stored as an authentication method instead of. Although not shown, the function of the pictorial symbol management server 600A may be incorporated in the business operator system 20. In this case, the business operator system 20 can use not only a text authentication means using a normal login ID and password but also an authentication means using pictorial symbols. In the authentication means using pictorial symbols, the login ID input field 703 and the password input field 704 are not required on the login screen of FIG. 14, and it is possible to log in only by selecting a predetermined pictorial symbol from the stamp list 702 (pictorial symbol list). Become.

(Effect of embodiment)
According to this system, it is possible to provide new customer support using the talk room of SNS. This system allows stores to share post-sales support information that was previously only known by manufacturers. Businesses such as purchase stores can provide support and services in a user-friendly manner using messages and stamps on the talk room generated for each purchaser and each product. In addition, it is possible to continue support until the product is destroyed, such as payment for the product purchase, delivery of the product, questions about the product, purchase of options and consumables, and repair. Even if the product is used for a long period of time and the operator goes out of business, the operator who inherited the business can continue to support the customer. Further, even if the purchaser transfers the product, the transferred person can inherit the position of the purchaser, so that the same support as the purchaser can be continuously received. Of course, the person who has been transferred can also know the history information of the product before the transfer. In the talk room, information related to products and services is stored in association with each other. For example, warranty information, product information including product specifications, service contents, and the like can be considered. Since the related information of this product / service is associated with each talk room, the user does not need to explain where and when, what product / service, etc. at the time of inquiry. Replacement parts can be identified immediately. Needless to say, in the talk room, photos and videos can also be shared, so explanations of circumstances from customers and explanations of answers from support can be easily understood.

  As described above, the talk room of the present system is a very useful tool for continuously supporting customers in products used for a long time and services for a long time. For example, once a baseball team or the like has started to associate with a sports equipment store, it will continue to be associated with 20 or 30 years, and every time a new member creates a uniform with a new number, detailed designations such as character fonts and hat embroidery are specified. In such a case, if this system is used, there is no need to specify each time. In addition, housing purchasers, real estate companies, then mortgage financial institutions, and renovation companies will appear one after another in the purchase of houses, but if this system is used, it will continue even if the contractor changes. Can provide customer service. In addition, by using a combined key stamp and a confirmation stamp, it is possible to easily perform authentication at the time of settlement and confirmation of whether it is a legitimate business operator. In addition, if the insured wants to review life insurance or medical insurance due to changes in family structure, income, etc., the contents of the current insurance contract can be easily searched using the talk room of this system. Also, if a dedicated talk room of the category “insurance” is generated, it is possible to consult with a plurality of insurance companies and search for a plurality of insurance products at a time.

  In addition, the authentication of settlement at the time of product purchase, authentication of the successor, and authentication accuracy of the guarantee can be enhanced by the combined key stamp. A registered stamp may be used as the combined key stamp, or a one-time one-time combined stamp may be generated by combining the registered combined key stamp with other registered stamps. Further, the combined key stamp can be used as a confirmation stamp for confirming product information and partner information in various scenes in addition to the above-described purpose.

  In addition, in the login system authentication method using pictorial symbols, it is not necessary to input text information, so that the login operation is simplified, and the login ID and password of the user between the operator system and the pictorial symbol management server. Since the text information is never exchanged, safety is further increased. In addition, by properly using the number and combination of pictorial symbols to be used, it is possible to set various security levels by simplifying login or constricting it.

  As mentioned above, although this invention was demonstrated using embodiment, it cannot be overemphasized that the technical scope of this invention is not limited to the range as described in the said embodiment. It will be apparent to those skilled in the art that various modifications or improvements can be added to the above embodiment. Further, it is apparent from the scope of the claims that the embodiments added with such changes or improvements can be included in the technical scope of the present invention. In the above embodiment, the customer support system has been described with the present invention as a product invention. However, the present invention is a method invention (management method in a customer support system) or a computer program invention (customer support program). Can also be taken as.

(Appendix)
In addition, when the present invention is regarded as an invention related to a talk room or as an invention of a login system, the claims are appended as follows.
[Claim 1]
A management server in a customer support system using SNS,
Talk room generating means for generating a talk room for recording a message between the purchaser and the store when the purchaser decides to purchase goods or services at the store;
Talk room entrance / exit management means for managing entrance / exit of the talk room of the purchaser, the store, and a business operator invited from the purchaser or the store and involved in the product or service,
A management server that accepts payment for goods or services for the purchaser or support after purchase by posting a message or pictogram to a business operator who has entered the talk room.
[Claim 2]
The management server according to claim 1, wherein the talk room generation unit generates the talk room when the purchase price of the product or service is completed.
[Claim 3]
The management server according to claim 1, further comprising: a talk room erasing unit that erases the talk room when the product is discarded or in response to a request from the purchaser.
[Claim 4]
4. The apparatus according to claim 1, further comprising: a user inheriting unit that registers a person who has transferred the product as a user who inherits the history information of the product when the product is transferred. The management server described in.
[Claim 5]
The management server according to any one of claims 1 to 4, wherein the business operator is a delivery company, a manufacturer, or a service company.
[Claim 6]
The management server according to any one of claims 1 to 5, wherein the business operator is another store or an insurance company.
[Claim 7]
The management server according to claim 5, wherein when the manufacturer or the service provider enters the talk room, a pictorial symbol indicating a warranty period of the product is presented.
[Claim 8]
A management method in a customer support system using SNS,
Generating a talk room that records a message between the purchaser and the store when the purchaser decides to purchase goods or services at the store; and
Managing the entry / exit of the talk room of the purchaser, the store, and a business operator invited from the purchaser or the store and involved in the product or service,
A management method, wherein payment of goods or services for the purchaser and support after purchase are performed by receiving a message or pictorial symbol posting to the business operator who has entered the talk room.
[Claim 9]
A login system in which an operator system, which is an operator system that provides goods or services via a network, and a pictorial symbol management server that manages pictorial symbols registered by a user are connected,
The operator system is
A pictorial symbol authentication means for transmitting the pictorial symbol entered from the login screen or a combination thereof to the pictorial symbol management server;
The pictorial symbol management server
Pictorial symbol registration means for registering pictorial symbols received from the user's terminal;
A login pictorial symbol registration table for storing the registered pictogram combination corresponding to a login ID and password for logging in to the provider system, or as an authentication means instead of the login ID and password;
Pictorial symbol determination means for comparing a pictorial symbol combination stored in the login pictorial symbol registration table with a pictorial symbol combination input from the login screen to determine whether or not the user is an authorized user;
A login system comprising:

DESCRIPTION OF SYMBOLS 10 User terminal 10a Purchaser terminal 10b Successor terminal 20 Business operator system 20a Store system 20b Delivery company system 20c Manufacturer system 20d Service provider system 21 Login screen control means 22 Text authentication means 23 Pictorial symbol authentication means 24 Login execution means 100 Talk room management server 101 User terminal communication means 102 User stamp registration means (user symbol registration means)
103 User information DB
104 Business system communication means 105 Business stamp registration means (business symbol registration means)
106 company information DB
107 Joint key stamp registration means (joint key symbol registration means)
108 Combined key stamp judging means (joint key symbol judging means)
110 Talk Room Management Unit 111 Talk Room Generation Unit 112 Talk Room Entrance / Exit Management Unit 113 User Inheritance Unit 114 Talk Room Erasing Unit 120 Talk Room DB
200 Store side combined key stamp 300, 301 Buyer side combined key stamp 400 Candidate stamp display field 500, 501 Message 510 Photo stamp 600, 600A Pic symbol management server 601 Stamp registration means (pic symbol registration means in the login system)
602 User information DB
603 Login stamp registration table 604 Pic symbol determination means 605 Pic symbol acceptance dialog 700 Log-in screen of business operator system 701 Toolbar 702 Stamp list (pic symbol list)
703 Login ID input field 704 Password input field 705 Pictogram keyboard

A management server in a customer support system using SNS, which records a message with the purchaser in response to receiving a purchase request when the purchaser decides to purchase a product or service at a store Talk room generating means for generating a talk room; and a talk room entrance / exit management means for managing entry / exit of the talk room of the purchaser, the store, and a business operator related to the product or service, It is characterized in that payment for goods or services for a purchaser or support after purchase is accepted by posting a message or pictogram to a business operator who has entered the talk room.

(2) In the configuration of the above (1), the talk room generating means generates the talk room triggered by receiving payment information of the product or service.

(3) In the configuration of (1) or (2), a talk room erasing unit is provided for erasing the talk room upon receiving a notification that the product has been discarded or in response to a request from the purchaser. It is characterized by that.

(4) In any one of the constitutions (1) to (3), the user who has received the notification that the product has been transferred is the user who inherits the history information of the product. A user inheriting means for registration is provided.

(8) A management method in a customer support system using SNS, the management method in a customer support system using SNS, wherein the computer of the customer support system allows a purchaser to purchase goods or services at a store In response to receiving the purchase request at the time of determination, a step of generating a talk room for recording a message with the purchaser, and a purchaser, the store, and an operator related to the product or service And managing the entry / exit of the talk room, and payment of goods or services for the purchaser and post-purchase support, posting of messages or pictograms to the operator entering the talk room It is characterized by being made to accept.

Claims (8)

A management server in a customer support system using SNS,
Talk room generating means for generating a talk room for recording a message with the purchaser when the purchaser decides to purchase goods or services at a store;
Talk room entry / exit management means for managing entry / exit of the talk room of the purchaser, the store, and a business operator involved in the product or service,
A management server that accepts payment for goods or services for the purchaser or support after purchase by posting a message or pictogram to a business operator who has entered the talk room.   The management server according to claim 1, wherein the talk room generation unit generates the talk room when the purchase price of the product or service is completed.   The management server according to claim 1, further comprising: a talk room erasing unit that erases the talk room when the product is discarded or in response to a request from the purchaser.   4. The apparatus according to claim 1, further comprising: a user inheriting unit that registers a person who has transferred the product as a user who inherits the history information of the product when the product is transferred. The management server described in.   The management server according to any one of claims 1 to 4, wherein the business operator is a delivery company, a manufacturer, or a service company.   The management server according to any one of claims 1 to 5, wherein the business operator is another store or an insurance company.   6. The management server according to claim 5, wherein when the manufacturer or the service provider enters the talk room, a pictorial symbol indicating a warranty period of the product is presented. A management method in a customer support system using SNS,
Generating a talk room that records a message with the purchaser when the purchaser decides to purchase goods or services at the store;
Managing entry / exit of the talk room of the purchaser, the store, and a business operator involved in the product or service, and
A management method, wherein payment of goods or services for the purchaser and support after purchase are performed by receiving a message or pictorial symbol posting to the business operator who has entered the talk room.

Images