JP2020080195A - Customer support system using picture symbol of sns, management server, management method - Google Patents

Abstract

To generate a talk room having higher convenience.SOLUTION: A management server in a customer support system includes: detection means for detecting that a store receives a purchase request when a purchaser decides to purchase a commodity or a service at the store; and talk room generation means for generating a talk room for recording a message with the purchaser when the detection means detects that the store receives the purchase request. The talk room generation in the management server means generates the talk room for each of commodities or services and generates the talk room in which a plurality of commodities or services are classified for each category.SELECTED DRAWING: Figure 2

Description

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

  In recent years, the spread of SNS (Social Networking Service) has been remarkable. The SNS is not only used as a communication tool such as information transmission and information sharing, but various usages have emerged. For example, there are usage methods such as functioning as an information center in the event of a disaster and crowdfunding that seeks funding from the public. The applicant also proposes a method in which the SNS system and the financial institution system are linked so that the user can perform financial transactions from the SNS. For example, Patent Document 1 proposes a system in which a financial transaction such as a bank transfer can be performed using a message in natural language from an SNS system. Further, in Patent Document 2, registration of an event and recruitment of participants from the SNS system, the system of the financial institution accepts payment of the participation fee for the event, and when the participant executes the payment, the payment information is the official information of the financial institution. We are proposing a system that notifies the event organizer's user with the symbol. In addition, Patent Document 3 proposes a new product purchasing system that uses SNS pictorial symbols.

Japanese Patent No. 5701107 JP, 2005-197720, A Japanese Patent Application No. 2016-133477

However, it is difficult to generate a highly convenient talk room with the above-described related art.
The present invention aims to generate a more convenient talk room.

In order to solve the above problems, the present invention provides the following solution means.
(1) A management server in a customer support system,
Detecting means for detecting that the store receives a purchase request when the purchaser decides to purchase a product or service at the store,
A talk room generating means for generating a talk room for recording a message with the purchaser when the detection means detects the reception of the purchase request by the store,
The talk room generating means is characterized in that it generates a talk room for each product or service and also generates a talk room in which a plurality of products or services are classified into categories.

  According to the present invention, a more convenient talk room can be generated.

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 showing functional composition of a talk room management server concerning one embodiment of the present invention. It is a figure for demonstrating the registration method of a duplicate key stamp. FIG. 6 is a diagram for explaining a method of generating a one-time duplicate key stamp. It is a figure for demonstrating another registration method of a duplicate key stamp. It is a figure which shows an example of the data structure stored in the 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 company from goods purchase to delivery. It is a figure which shows an example of the flow of a process when a credit card company other than a purchaser and a store is made to participate in a talk room, when the payment method of goods price is a credit card. It is a figure which shows an example of the flow of a process between a purchaser, a store, and a maker, when repair of goods is required. It is a figure which shows an example of the talk screen in the payment at the time of product purchase. It is a figure which shows an example of the talk screen from purchase of goods to purchase of expendable supplies. It is a figure which shows an example of the talk screen in the after-sales service after product purchase. It is a figure which shows the usage example of the duplicate key stamp in the delivery service after the product 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 the automatic start of a WEB page by a login stamp.

  Hereinafter, modes (hereinafter, embodiments) for carrying out the present invention will be described in detail with reference to the accompanying drawings. In the following figures, the same components are denoted by the same reference symbols throughout the description of the embodiments. Further, in the diagram of the functional configuration, the arrows between the functional blocks represent the data flow direction or the process flow direction. Further, in the process flow chart (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 showing a basic image of a system for supporting customers by using a talk room (hereinafter referred to as the present system). The “talk room” is a storage area for recording messages (talk) in a conversational manner between users in an application on the SNS and a screen for displaying the storage area, and has a character like a bulletin board only among friends. The creator of the talk room specifies one or more participants. When a talk room is opened, the designated participants can "enter" and "leave" the talk room at any time, and conversations in the talk room can be performed while the talk room is being entered. Participants can view at any time. Of course, even a participant who has left the room can enter the room again when necessary.

  When an individual decides to purchase a product or service (hereinafter, sometimes referred to as “product etc.”), the talk room of this system is generated for each individual product or service purchased, Various businesses related to the product such as a delivery company, a manufacturer, a service/maintenance company (including a store different from the purchase store and an insurance company in some cases), and individuals can use the SNS message (not only the text but also the image). (Including voice and), it is possible to exchange information about the product. The "individual" here includes not only a person who actually purchased the product etc. but also a person (called "inheritor") who has transferred the product from the purchaser. In addition, "commodity" referred to here is used for a long period of time, including homes, housing equipment, home appliances, PC-related products, multifunction machines, furniture, pets (living bodies), motorcycles, automobiles, sports equipment, massage machines, etc. It is a product that is likely to be used, and requires maintenance and support even after purchase. Of course, products other than the above and related products (optional products, etc.) may be included as long as the products require maintenance and support. Further, the “service” here includes almost all services other than transient services. A typical example is a loan for a new house or renovation.

  For example, if you purchase a home electric appliance (for example, a vacuum cleaner) at an online store (a virtual store only on the net or an online sales department of a physical store), you can select the payment method (the payment method is a credit card) along with the product information of the vacuum cleaner. In case of (including settlement), contact (information exchange) such as designation of delivery date and delivery time occurs with the store side. After the product is shipped, the delivery company may notify the delivery status or redelivery when the customer is absent. In addition, after the arrival of the product, various communications such as contacting when there is an initial defect, inquiring about how to use the product, purchasing consumable items such as filters during use, requesting repairs in the case of failure, etc. It can also occur with businesses.

  Participants in the talk room (buyer and store of purchase at the beginning) can invite a third party to the talk room, so if the talk room is used as a support means with customers, It is possible to smoothly provide support across multiple businesses. For example, if the store has a question about a purchased product and needs to contact the manufacturer, the store invites the manufacturer (customer support center or the like) to this talk room with the consent of the purchaser. By doing so, the purchaser can thereafter directly exchange messages with the manufacturer. Of course, the store can know the exchange of the message. By doing so, it is possible to confirm exchanges between participants other than yourself while being involved. Also, for stores, what is sold at their store is properly maintained and used for a long time, there are many failures, what kind of failures are there when there are many failures, what kind of consumables It will also be possible to know if the order will be placed at the right time. Such information can be utilized for product description when selling the product at its own store, and can be useful for reviewing purchased products.

  In addition, when the store receives a question about a related product that the store does not handle, another store that handles the related product can be invited to the talk room. In addition, in the case of high-priced insurance products such as cars, insurance companies can be invited to the talk room. Further, the heir to which the product is transferred can obtain the same support as the purchaser's position, and can know the history information (for example, repair history) of the product before the inheritance. Further, the purchaser can allow family members, friends, and the like to participate in the talk room, receive advice about the product, and conversely provide product information.

  In this way, the system can consistently provide customer support from product purchase to subsequent maintenance using the SNS talk room. In addition, the talk room of this system can survive until the product is destroyed or disappears, and supports the customer throughout the life cycle of the product, that is, it functions as a "product life cycle support system". be able to.

(Function 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. The talk room management server 100 (hereinafter, simply referred to as “management server”) is connected to the user terminal 10 which is a terminal of a purchaser of products and the like and a plurality of business operator systems 20. There may be a plurality of user terminals 10, including a purchaser terminal 10a which is a terminal of a purchaser of a product and the like, and a successor terminal 10b which is a terminal of a person who has transferred the product from the purchaser. It may also include terminals of friends and family. The user terminal 10 may be a general smartphone, tablet terminal, or PC (personal computer), and it is assumed that a dedicated program (application) for connecting to the management server and transmitting/receiving information is installed.

  The business system 20 is a general term for systems of various businesses related to purchased products, and includes a store system 20a of a store that sells products and the like, and a delivery company that delivers products upon request from the store. The delivery company system 20b, the manufacturer system 20c of the product manufacturer (maker), the service company system 20d of the service company that provides services such as product maintenance upon request from the store or manufacturer, and other related companies. Composed of system.

  The management server is a server that is constructed and operated by a business operator operating SNS or another corporate group and manages a talk room. 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, and a duplicate key stamp registration unit. 107, a duplicate key stamp determination means 108, a talk room management means 110, and a talk room DB 120. The database (DB) may be provided outside the management server so that the database can be connected to the management server in a communicable manner. Hereinafter, each functional means 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 the present system.

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

  The user information DB 103 is a database that stores user IDs, login passwords, user personal information such as addresses/names, mail addresses, etc., registration stamp IDs, and user-side matching key stamp (matching key symbol) information for each user. .. A duplicate key stamp is a special stamp that is used to authenticate the other party during a transaction by using the stamp as a duplicate key, and details will be described later.

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

  The business operator stamp registration means 105 (picture symbol registration means on the business side) provides means for registering the stamp (picture symbol) in the management server as a business registration stamp. Specifically, the electronic data of the stamp pattern prepared by each business is received, identification information is added to the stamp, and the stamp is stored in the business 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, and a name, a registered stamp ID, and a company-side duplicate key stamp information.

  The composite key stamp registration means 107 (composite key pictogram registration means) reads out the user side composite key stamp information stored in the user information DB 103 and the enterprise side composite key stamp information stored in the enterprise information DB 106, and reads out the user registration stamp. The user is allowed to select each one of the company registration stamps, and only when both of them are registered, one set or a combination of a plurality of sets of stamps is registered as a "key" for executing a specific process. FIG. 3A is a diagram for explaining a method of registering the duplicate 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 business operator side, only when the two stamps are presented at one time by the user side and the business operator side, This specific combination of stamps is stored in both registered stamp information as processing, for example, as authentication means when purchasing with a credit card or as authentication means for being a successor. The credit card information may be associated with the user-side key stamp and the key stamp may be defined for each credit card. For example, when paying the product price with the credit card X, the combination of the registration stamp A2 on the user side and the registration stamp B4 on the business operator side (store side) is used as a key, and when the user wants to pay with another credit card Y, the user The combination of the registration stamp A3 on the side and the registration stamp B1 on the store side is used as the key.

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

  FIG. 3B is a diagram for explaining a method of generating a one-time duplicate key stamp. The one-time duplicate key stamp is generated from the registered duplicate key stamp (registered duplicate key pictogram). That is, the registered master key stamps on the user side and the business operator side are converted according to a predetermined rule to generate respective one-time master key stamps (one-time master key pictograms). In the example in the figure, the registered master key stamp is a design of a turtle and a rabbit, but in the one-time master key stamp, an image of a pattern (a person or a leaf pattern in the example in the figure) having a common element is synthesized. And then generate. The image of the pattern to be added may be another registered stamp. By doing this, the correct combination of the one-time duplicate key stamps can be inferred by remembering the combination of registered duplicate key stamps. Therefore, even if a different one-time secret key stamp is displayed each time, the corresponding one-time secret key stamp can be correctly selected from the candidate stamps. Needless to say, the display or change of the duplicate key stamp information is managed separately by a strict authentication means (fingerprint authentication or the like).

  FIG. 3C is a diagram for explaining another registration method of the duplicate key stamp. Hereinafter, the “commodity” referred to here may include a service. If the business is a store, the duplicate key stamp can also be generated from the user registration stamp and the product information (product name, product keyword, product image, etc.) when the purchaser browses the product. In the example of the figure, the user registration stamp A3 and the image of the product B1 (boots) stored in the product information DB included in the store are combined to generate a duplicate key stamp A3-B1. This generation is generated when the purchaser browses the product B1 and performs a predetermined operation (for example, when registering it in “favorites”).

  Further, even if there is no image of an appropriate product in the product information DB, it is possible to separately obtain an image from the keyword of the product, synthesize the image with the user registration stamp, and generate a duplicate key stamp. In the example of the figure, a duplicate key stamp A2-B4 is generated from an image that can be acquired from the user registration stamp A2 and the keyword (bag) of the product B4. Such a method of registering a duplicate key stamp has an advantage that it is not necessary to prepare a registered stamp on the business operator side, and the user can synthesize the duplicate key stamp by himself. However, since the duplicate key stamp generated in this way departs from the original purpose of authenticating each other, the usage method thereof will be described later.

  Returning to FIG. 2, the duplicate key stamp determination unit 108 (the duplicate key pictogram determination unit) matches the stamps presented by both the user side and the business side in a specific transaction on the talk room (talk screen), and obtains the duplicate key stamp information. It has a function of determining whether or not it matches the combination registered in 1. and executing a specific transaction only when it is determined to match. Here, the specific transaction is used for payment by credit card, authentication of purchaser's inheritance, authentication of product warranty, and the like. When the purchaser transfers the product to another person, such as resale, the registered master key stamp information may be transferred to the successor, or the successor may reregister the master key stamp again. ..

  The certification of the guarantee of the product makes it possible to register the key stamp of the guarantee between the purchaser and the store when the product arrives at the purchaser. By doing so, an accurate warranty period can be presented to the purchaser. It also prevents the forgery of the warranty.

  The talk room management means 110 includes a talk room generation means 111 for generating a dedicated talk room for each user and for each product or service when purchasing a product or service, and a talk room entry management for managing participation/leaving of a participant in a talk room. Exit management means 112, user inheritance means 113 for inheriting the handed-over user as a new purchaser when the purchaser user resells the product to another user, and the product is discarded A talk room erasing unit 114 is provided for erasing all the information in the talk room in response to a request from the user when a situation such as a call or other circumstances occurs.

  In addition, the talk room generating means 111 not only generates a talk room when purchasing a product or service from an online shop, but also uses a talk room from credit card payment information even when a product or service is purchased from an actual store. Can also be generated. That is, the talk room can be generated by using the payment information of the credit card as a trigger (when the payment of the purchase price of the product or service is completed).

  Further, when the talk room entry/exit management unit 112 detects information indicating that the business of the business operator has been completed (for example, when a message indicating the completion of work is posted, or when no message is posted for a predetermined period of time). Has a function of leaving the business operator from the talk room. Although illustration is omitted, a “business inheritance means” may be provided. Business succession occurs due to business mergers or business transfers.

  Although not shown, the talk room management unit 110 projects “reflects” a message posted in a related talk room by a “talk room associating unit” that associates a plurality of talk rooms. A "talk room projecting means" may be provided, and a "talk room searching means" capable of efficiently searching a talk room that continues for a long time with a keyword or a stamp.

  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 and time, a product ID, a purchaser ID, a purchase store ID, a manufacturer ID, and those A name (nickname) and the like are stored, and every time a message (talk) is posted, the posting date and 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 if the other party has not read (modified) If the message status is displayed as "REDACTED"), you can deal with it even if you have accidentally posted a message or stamp. Further, the talk room name is automatically generated from the product ID (service ID) or the product name (service name) or the purchaser ID or the purchaser name, but it can be changed to a name that can be easily identified by the purchaser. Of course, the names on the talk room of the purchaser, the store where the purchase is made, and the like can also be changed to those that are easily identified.

  The functional configuration of the present 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 collectively configured as one functional block. Good. In each function processing unit, in a computer system, a CPU (Central Processing Unit) built in a server or a 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 out and realized by the program executed by the CPU. That is, in each function processing unit, this program reads and writes necessary data such as a table from a database (DB; Data Base) stored in a storage device or a storage area on a memory, and in some cases, related hardware. It 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 also means a collection of tables and files, and the internal structure of the database itself does not matter.

(Processing flow)
The flow of processing between participants of this system will be described below. Circled numbers in the following drawings represent the order of processing steps and correspond to the following bracketed numbers. Unless otherwise specified, the “purchaser” refers to the purchaser of the product or the terminal (user terminal 10) of the purchaser, and the “store” is the system of the purchase store (store system 20a) or in some cases. Represents the clerk of the store. However, the actual processing may be performed by the management server, the result may be transmitted to the user terminal 10 or the store system 20a, and the talk screen may appear as if it was 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, The “S _security ” represents a stamp during the manufacturer's warranty period, and may be automatically displayed when the manufacturer or service provider enters the room and the product is within the warranty period. Of course, the stamp may be automatically deleted when it is not within the warranty period. In addition, particularly, “S _A ”, “S _B ”, and “S _c ”represent the “co-key stamp” registered as a co-key in advance.

FIG. 5 is a diagram showing an example of the flow of processing 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 steps include human steps (the same applies below).
(1) The purchase screen of the product is transmitted from the store (the talk room is not yet generated at this stage).
(2) When the purchaser decides to purchase, in the case of the one-time duplicate key stamp, the duplicate key stamp S _A with the store is generated at this stage from the registered stamp on the user side. In the case of a registered master key stamp, select the master key stamp.
(3) The purchaser sends a purchase request 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, the user name, and the like.
(6) The store sends the duplicate key stamp S _B.
(7) The purchaser sends the duplicate key stamp S _A.
(8) The store sends the determination result of the duplicate key stamp to the purchaser.
(9) As a result of the determination, if the both key stamps match, if the payment method is a credit card, credit card payment is executed, and if the payment is completed normally, the store ships the product. If the payment method is cash on delivery, the product is shipped as it is. Although illustration is omitted, if the payment method is a transfer, the process waits at this stage until the transfer is executed.
(10) The store notifies the delivery company.
(11) The notified delivery company enters the talk room. At this time, a stamp of a delivery company indicating entry into the room may be transmitted.
(12) Send the delivery status.
(13) The purchaser checks the delivery status.
(14) Execute delivery (delivery of merchandise). At this time, if the payment method is cash on delivery, the delivery company collects the price in exchange for the product.
(15) The purchaser sends a confirmation of receipt.
(16) The delivery company leaves the talk room.

  FIG. 6 is a diagram showing another example of the processing flow between the purchaser, the store, and the delivery company from the purchase of goods to the delivery. In this process, in step (6), the purchaser side first transmits the master key stamp, in step (7) the store side master key stamp is transmitted, and in step (8), the purchaser side determines the master key stamp determination result. The procedure is the same as that of FIG. 5, except that the payment is transmitted to the user and the payment is approved in step (9).

  By doing so, it is possible to consistently use the talk room from the payment at the time of purchasing the product to the completion of the delivery. Also, by using the processes of FIG. 5 and FIG. 6 together, the other party can handle whichever of the purchaser and the business operator's duplicate key stamp is transmitted first.

FIG. 7 is a diagram illustrating an example of a flow of processing when a credit card company (hereinafter, a card company) participates in a talk room in addition to the purchaser and the store when the payment method for the item price is a credit card. . In this case, the following processing is executed in this system.
The processes of (1) and (2) are the same as in the case of FIG.
(3) When the purchaser decides to pay with a specific credit card (here, credit card X), only the name of the credit card is transmitted to the store side in this step. You do not need to send your credit card number, holder, expiration date, security code, etc.
(4) The store confirms the 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 the information (address, name, etc.) registered in the store by the user and the product purchase information including the price of the product and the shipping fee from the store.
(7) The notified card company enters the talk room.
(8) The purchaser sends the purchaser-side duplicate key stamp S _A to the store. It is assumed that a card number is associated with this duplicate key stamp S _A.
(9) In the case of a one-time duplicate key stamp, the card company generates a duplicate key stamp S _C on the card company side here.
(10) The card company transmits the card company's duplicate key stamp S _C.
(11) The purchaser side determines the matching of the duplicate key stamp. Alternatively, the management server makes a determination and notifies the purchaser of the result.
(12) If the matching key stamp matches, the purchaser sends a payment request to the card company.
(13) When the card company completes the card payment, the store is notified. At this time, the store pays the price of the product that the card company has replaced.
(14) When the payment completion is notified by the card company, the store ships the product. At this time, the delivery company is requested to deliver the product.
(15) The card company completes the withdrawal of the price from the purchaser's account.
(16) The card company leaves the talk room.

  By doing this, instead of sending the credit card number etc. to the store side and making the card payment between the store and the card company, the credit card number is not notified to the store and the card payment is made directly with the card company. Can be completed. The method for registering the duplicate key stamp with the card company is the same as that for the store.

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

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

(Screen example)
Below, a specific example of the exchange of messages and stamps on an actual talk screen will be described. FIG. 9 is a diagram showing an example of a talk screen in payment at the time of purchasing a product. This figure shows how, when a user who intends to purchase a vacuum cleaner pays for the product price with a credit card, the store and the purchaser authenticate each other by using the duplicate key stamp. 9A shows the case where the combination of the duplicate key stamps does not match the combination registered in advance and the authentication is NG, and FIGS. 9B and 9C show the case where the combination of the duplicate key stamps match. Is shown. In this example, the store side first transmits the master key stamp for authentication, but the store side master key stamp is automatically selected. The name of the talk room is automatically generated from the product name. In this example, the product name is “XX vacuum cleaner talk room”, but the name of the purchaser may be included in “A's vacuum cleaner XX talk room”.

  The purchaser-side transmission of the duplicate key stamp is performed by selecting (tapping on the touch panel) a stamp from the candidate stamp display field 400 at the bottom of the screen. The candidate stamp display field 400 may analyze the content of the message from the shop immediately before and automatically display it when a stamp needs to be input. In the screen of FIG. 9(a), if the wrong key stamp is selected and the authentication is NG, the place where the stamp is placed (the place indicated by reference numeral 300) is tapped, and the candidate stamp display field 400 is displayed again. The correct stamp may be selected so that the authentication can be performed again. Of course, if the authentication is unsuccessful even if the authentication is repeated a predetermined number of times, the authentication cannot be performed for a certain period thereafter. That is, the stamp substitutes for the personal identification number and password. Note that, as described above, the combination of the duplicate key stamps does not have to be one, and thus the registration stamps displayed from the store side may be randomly replaced.

  Further, in the case of authentication OK as shown in the screen of FIG. 9B, the master key stamp 200 and the master 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 duplicate key stamp.

  FIG. 10 is a diagram showing an example of a talk screen from purchase of products to delivery and purchase of consumables. In this figure, when the credit card of the vacuum cleaner is settled 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 every time the package passes through the delivery site of the delivery company. Requests for redelivery when you are out can also be made through this screen. Upon successful completion of delivery, the carrier will automatically leave the talk room. At this time, the system automatically sends a message 500 indicating the exit.

  When the delivery company leaves the room, it is ready to receive messages from the store again. In this example, the store notifies the manufacturer's warranty period based on the delivery completion date. You may also conduct a questionnaire when the product arrives at this stage. In addition, like the message 501, the price of the filter of this 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 model number of the filter. By doing so, even after the product is delivered, it can be connected to further product sales.

  FIG. 11 is a diagram showing an example of the talk screen in the after-sales service after purchasing the product. In this example, a message sent from the pet shop to "Asan" who purchased a living dog from the pet shop on the net triggered a situation where "A" consults with a veterinarian at a veterinary hospital. It is shown.

  In the talk room of the present system, the stamp added to the message can be an arbitrary image, so that a photo of the pet can be actually sent like the photo stamp 510. Of course, the image of the stamp can be enlarged or reduced. In addition, routine messages such as "How are you?", "Yes," "OK", "Thank you", "Well again", etc. may be sent only by the stamp. By doing so, even at a pet store that does not have a physical store near the purchaser, it is possible to support the customer by using a user-friendly message or stamp.

(Modification 1)
FIG. 12 is a diagram showing an example of use of a duplicate key stamp in a delivery service after purchasing a product.
As mentioned above, the duplicate key stamp can be used outside the settlement scene, but here it is used to confirm the information of the purchased product later by utilizing the fact that the duplicate key stamp is linked to the product information. The “confirmation stamp” to be performed will be described.

  The screen of FIG. 12 shows a scene in which a message arrives from a delivery company to a dedicated talk room at a later date for the purchaser who bought the products collectively. 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, or the like. That is, the talk room category classification means is provided in the talk room management server 100. If this dedicated talk room is used, the purchaser can request each business operator to perform some processing collectively for each category instead of for each product.

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

  It is assumed that the purchaser who receives the delivery schedule message from the delivery company is a user who purchases a large number of products from a plurality of online shops every month and does not remember the purchased products one by one. In such a case, it is necessary to confirm what will be received when receiving the delivery schedule from the first delivery company from the dedicated talk room. However, in the conventional method, it is necessary to first log in to the site of the store and check the shipping information for each product. In the first place, I don't even remember where I bought it. However, by using the duplicate 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, it is not necessary to enter characters. Therefore, it is useful to prevent misdelivery of goods and fraud such as sending unpurchased goods. Also, in the above example, we talked with the delivery company, but if there is a request to enter important information such as account number or credit card or personal information, the person who may answer the request It is possible to confirm whether or not.

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

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

  The pictogram management server 600 is obtained by reconfiguring a part of the functions of the talk room management server 100 shown in FIG. 2, and is a stamp registration means 601 for registering a stamp prepared by a user (a pictogram registration means in a login system. ), a user information DB 602 that stores various kinds 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 business operator system 20 is valid. 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 of each site registered by the user. One or more stamps are associated with the login ID and password and stored. It goes without saying that the information in the login stamp registration table 603 is encrypted and stored.

  The business entity system 20 is an arbitrary system for managing a site registered by a user and providing a product or service via a network, but here, only an authenticating means for authenticating an authorized user is shown. .. 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 usually text information, but the login screen control means 21 of the business entity system 20 is a text authentication means 22 for performing normal authentication by text information and a pictogram authentication means for performing authentication by pictograms. 23 and 23 can be selectively controlled. Further, it may be controlled such that the authentication based on the text information and the authentication based on the pictogram are used together. For example, the login ID is text information and the password is a combination of a plurality of pictograms. Further, the combination of the login ID and the password may be associated with one or more pictorial symbols. By doing this, it is possible to log in with one touch simply by dragging and dropping the pictogram on the login screen.

  The pictogram authentication unit 23 receives an input of a pictogram combination from the user terminal 10, transmits the entered pictogram combination and the URL of the login screen to the pictogram management server 600, and the login stamp registration table 603. Compare the pictogram of the login ID and password of the URL stored in advance with the combination of pictograms input from the login screen of the business system 20, and check whether the combination of both pictograms matches. The determination result is transmitted to the business entity system 20. The business entity system 20 receives this determination result and determines whether or not the user is an authorized user.

  FIG. 14 is a diagram showing a specific example of a login screen using a login stamp. The illustrated login screen 700 of the business operator system is an example of the login screen of the WEB browser, and it is assumed that the toolbar 701 for realizing the login stamp is installed in advance. The toolbar 701 is provided with a stamp list button for displaying a list of stamps registered by the user. The stamp list 702 displayed here may include dummy stamps in addition to the stamps 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 means 23 of the business entity system 20 logs in. The combination of the pictorial symbol selected as the ID and the password is transmitted to the pictorial symbol management server 600. As described above, a plurality of pictorial symbols to be selected may be used, or a composite pictorial symbol obtained by combining a plurality of registered pictorial symbols into one may be used. In the above screen example, the login screen using the WEB browser has been described, but if the login function is realized by a dedicated application on a smartphone or a tablet terminal, the function of the toolbar 701 is added as an add-in application. It may be provided to the side. The "pictogram keyboard 705" may be displayed on the login screen 700 as a means for allowing the user to select the pictogram authentication method, as in the case of selecting the software keyboard for text authentication.

  The login system shown in FIG. 13 can not only log in with a pictogram but also have a function of automatically starting a predetermined WEB page by the pictogram. 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 pictorial symbol management server 600A is provided with a pictorial symbol acceptance dialog 605 for automatically accepting a pictorial symbol and automatically logging in. The WEB page of the business entity system 20 previously associated with the pictorial symbol can be activated, and the process up to login can be automatically completed.

  In the login stamp registration table 603 (pictorial symbol registration table) of FIG. 15, the registered pictorial symbols or combinations thereof are associated with the login ID and password for logging into the business entity system 20, or the login ID and password. Stored as an authentication method instead of. Although illustration is omitted, the business system 20 may incorporate the function of the pictorial symbol management server 600A. In that case, the business entity system 20 can use not only a normal text authentication means using a login ID and a password but also a picture symbol authenticating means. With the pictogram-based authentication means, 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 simply by selecting a predetermined pictogram from the stamp list 702 (pictogram list). Become.

(Effects of the embodiment)
According to this system, new customer support can be provided using the SNS talk room. This system allows stores to share post-sales support information that was previously only known to manufacturers. Businesses including purchase stores can provide support and services in a user-friendly manner by using messages and stamps on the talk rooms created for each purchaser and each product. Further, it is possible to provide consistent support from the settlement of the price at the time of purchasing the product to the delivery of the product, questions about the product, purchase of options and consumables, repair, etc. until the product is destroyed. Even if the product is used for a long period of time and the business is closed, the business that succeeded the business can continue to support the customer. Further, even if the purchaser transfers the product, the transferred person can inherit the status of the purchaser, so that the same support as the purchaser can be continuously received. Of course, the transferee can also know the history information of the product before the transfer. Information related to products and services is stored in the talk room in association with each other. For example, warranty information, product information including product specifications, service content, 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 he/she bought it, what kind of product/service, etc. when making an inquiry. Replacement parts can be identified immediately. Needless to say, in the talk room, photos and videos can be shared, so explanations from customers and explanations from support can be easily understood.

  In this way, the talk room of this 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 starts interacting with a sports equipment store for 20 or 30 years, each time a new member makes a uniform with a new uniform number, he/she makes detailed designations such as the character font and hat embroidery. In this case, if this system is used, it is not necessary to specify each time. In addition, when purchasing a house, first a house maker and a real estate company, then a mortgage financial institution, and a remodeling company appear one after another. With this system, even if the company changes, there is continuity. Can provide customer service. In addition, by using a duplicate key stamp and confirmation stamp, it is possible to easily perform authentication at the time of payment and confirm whether or not you are an authorized business operator. If the insured wants to review life insurance or medical insurance due to changes in family structure or income, the talk room of this system can be used to easily retrieve the current insurance contract details. Further, by generating a dedicated talk room in the category of "insurance", it is possible to consult with a plurality of insurance companies and search for a plurality of insurance products at once.

  In addition, by using the duplicate key stamp, it is possible to improve the accuracy of payment authentication at the time of product purchase, successor authentication, and warranty certificate authentication. A registered stamp may be used as the composite key stamp, or a one-time one-time composite key stamp may be generated by combining the registered composite key stamp and other registered stamps. In addition to the above-mentioned purpose, the duplicate key stamp can also be used as a confirmation stamp for confirming product information and partner information in various situations.

  In addition, in the authentication system of the login system using pictograms, since it is not necessary to enter text information, the login operation is simplified, and the login ID and password of the user are set between the business operator system and the pictogram management server. Since the text information of will not be exchanged, it will be more secure. Also, by properly using the number and combination of pictograms to be used, it is possible to set various security levels by making login easy or conversely strict.

  Although the present invention has been described using the embodiments, it goes without saying that the technical scope of the present invention is not limited to the scope described in the above embodiments. It will be apparent to those skilled in the art that various modifications and improvements can be added to the above-described embodiment. It is also 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 is described as the invention of the present invention, but the present invention is a method invention (customer support system management method) or a computer program invention (customer support program). Can also be understood as.

(Appendix)
The claims when the present invention is regarded as an invention relating to a talk room or an invention of a login system will be additionally described below.
[Appendix 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 a product or service at the store,
A talk room entry/exit management unit that manages entry/exit of the talk room of the purchaser, the store, and a business operator who is invited from the purchaser or the store and is involved in the product or service.
A management server, wherein payment for a product or service to the purchaser or support after purchase is accepted by posting a message or pictogram to a business operator who has entered the talk room.
[Appendix 2]
The management server according to appendix 1, wherein the talk room generation unit generates the talk room when the payment for the purchase price of the product or service is completed.
[Appendix 3]
3. The management server according to appendix 1 or 2, further comprising a talk room deleting unit that deletes the talk room when the product is discarded or in response to a request from the purchaser.
[Appendix 4]
In any one of appendices 1 to 3, further comprising user inheritance means for registering a person who has transferred the product as a user who inherits the history information of the product when the product is transferred. Management server listed.
[Appendix 5]
The management server according to any one of appendices 1 to 4, wherein the business operator is a delivery company, a manufacturer, or a service company.
[Appendix 6]
The management server according to any one of appendices 1 to 5, wherein the business operator is another store or an insurance company.
[Appendix 7]
6. The management server according to appendix 5, which presents a pictorial symbol representing a warranty period of the product when the manufacturer or the service provider enters the talk room.
[Appendix 8]
A management method in a customer support system using SNS,
Creating a talk room for recording a message between the purchaser and the store when the purchaser decides to purchase a product or service at the store;
Managing the entry and exit of the talk room of the purchaser, the store, and a business operator who is invited from the purchaser or the store and is involved in the product or service.
A management method, wherein payment of goods or services to the purchaser and support after purchase are performed by accepting a message or pictogram posting to a business operator who has entered the talk room.
[Appendix 9]
A login system in which a business operator system that is a system of a business operator that provides products or services via a network and a pictorial symbol management server that manages pictorial symbols registered by a user are connected,
The business operator system is
A pictogram authenticating means for transmitting the pictogram input from the login screen or a combination thereof to the pictogram management server,
The pictogram management server is
A pictorial symbol registration means for registering the pictorial symbol received from the user's terminal;
A login pictorial symbol registration table that stores the combination of the registered pictorial symbols in association with a login ID and password for logging in to the business entity system, or as an authentication means instead of the login ID and password.
A combination of pictorial symbols stored in the login pictorial symbol registration table and a combination of pictorial symbols input from the login screen, and a pictorial symbol determination means for determining whether or not the user is an authorized user,
A login system comprising:

10 User Terminal 10a Purchaser Terminal 10b Successor Terminal 20 Business System 20a Store System 20b Delivery Company System 20c Manufacturer System 20d Service Business System 21 Login Screen Control Means 22 Text Authentication Means 23 Pictogram Authentication Means 24 Login Execution Means 100 Talk room management server 101 User terminal communication means 102 User stamp registration means (user side pictogram registration means)
103 user information DB
104 business system communication means 105 business stamp registration means (picture symbol registration means on business side)
106 company information DB
107 Key-key stamp registration means (key-key pictogram registration means)
108 Matching key stamp judging means (matching key pictogram judging means)
110 Talk Room Management Means 111 Talk Room Generation Means 112 Talk Room Entry/Exit Management Means 113 User Inheritance Means 114 Talk Room Erasing Means 120 Talk Room DB
200 Store side joint key stamp 300,301 Purchaser side joint key stamp 400 Candidate stamp display field 500,501 Message 510 Photo stamp 600,600A Pictogram management server 601 Stamp registration means (pictogram registration means in the login system)
602 user information DB
603 Login stamp registration table 604 Pictogram determination means 605 Pictogram reception dialog 700 Business system login screen 701 Toolbar 702 Stamp list (pictogram list)
703 Login ID input field 704 Password input field 705 Symbol keyboard

Claims (1)

A management server in the customer support system,
Detecting means for detecting that the store receives a purchase request when the purchaser decides to purchase a product or service at the store,
A talk room generating means for generating a talk room for recording a message with the purchaser when the detection means detects the reception of the purchase request by the store,
The management server is characterized in that the talk room generation unit generates a talk room for each product or service and also generates a talk room in which a plurality of products or services are classified into categories.