JP2021056615A - Server, method and program for managing talk room in customer support system using sns - Google Patents

Abstract

To provide a customer support system using SNS from a viewpoint of a business operator side.SOLUTION: A talk room management server comprises: talk room creation means which creates a talk room in which messages between a business operator providing a commodity (including a service) and a purchaser are recorded when the purchaser determines purchase of the commodity in a customer support system using SNS, for each of business operators, each of commodities, and each of users of SNS; talk room entrance/exit management means which manages entrance/exit of participants in the talk room; talk accepting means which accepts payment of a price of the commodity or support after the purchase from the purchaser by posting of a message and/or a pictorial symbol to the talk room; and talk room management means which performs search, classification, and aggregation by the business operators, the commodities, and the users.SELECTED DRAWING: Figure 4

Description

The present invention relates to a customer support system using SNS.

Recently, the spread of SNS (Social Networking Service) is remarkable. SNS is not only used as a communication tool for information transmission and information sharing, but also in various ways of use. For example, it can be used as an information center in the event of a disaster, or crowdfunding to raise funds from the masses. The applicant also proposes a customer support system using SNS pictograms in Patent Document 1.

The system of Patent Document 1 is a management server in a customer support system using SNS, and provides a talk room for recording a message with a purchaser when the purchaser decides to purchase a product or service at a store. A means for generating a talk room and a means for managing a talk room entry / exit for a purchaser, a store, and a business operator related to the product or service to manage the entry / exit of the talk room. We accept payment or post-purchase support by posting a message or pictogram to the business operator who entered the talk room.

JP-A-2018-60505

The invention described in Patent Document 1 mainly provides a customer support system from the user's point of view. However, customer support using SNS is also important from the perspective of businesses such as various companies that manufacture, distribute, and sell products. This is because SNS can be utilized for wider and more detailed corporate activities by taking advantage of its information dissemination ability, dissemination, ease of operation, and real-time property.

Therefore, an object of the present invention is to provide a customer support system using SNS from the viewpoint of a business operator.

In order to solve the above problems, the present invention provides the following solutions.

(1) A talk room management server in a customer support system using SNS, when a purchaser decides to purchase a product (including a service), between the business operator who provides the product and the purchaser. A talk room generation means for generating a talk room for recording the message of the above for each business operator, each product, and each user of the SNS, a talk room entry / exit management means for managing the entry / exit of participants into the talk room, and a talk room entry / exit management means. A talk receiving means for receiving the purchase of the product and post-purchase support for the purchaser by a message and / or a pictogram for the talk room, and a search and classification of the talk room by the business operator, the product, and the user. It is characterized by being provided with a talk room management means for totaling.

(2) The talk room management server according to claim 1, wherein in the configuration described in (1) above, the participant includes an IoT-compatible product.

(3) In the configuration described in (2) above, when the IoT-compatible product is a service, the IoT device is an instrument, equipment, or equipment used when providing the service.

(4) In the configuration described in any one of (1) to (3) above, the talk rooms for each business operator, product, and user are integrated according to the change in the business form of the business operator. Alternatively, the talk room reorganization means for dividing is further provided.

(5) In the configuration described in any one of (1) to (4) above, when there are a plurality of businesses that manage the talk room for each business, the talk room for each business is used as the business. It is characterized by being shared among.

(6) In the configuration according to any one of (1) to (5) above, the business operator can use the talk room of another business operator regardless of whether or not the product is related to the product. It is characterized by providing information.

(7) A method of managing a talk room in a customer support system using SNS. When a purchaser decides to purchase a product (including a service), the business operator who provides the product and the purchaser A step of generating a talk room for recording a message between businesses, a product, and a user of the SNS, a step of managing the entry / exit of a participant into the talk room, a message to the talk room, and / Alternatively, the computer performs a step of receiving the purchase of the product and support after the purchase for the purchaser by a pictogram, and a step of searching, classifying, and totaling the talk rooms by the business operator, the product, and the user. It is characterized by executing.

(8) A program characterized in that a computer executes each step described in (7) above.

According to the present invention, it is possible to provide a customer support system using SNS from the viewpoint of a business operator.

It is a figure which shows the basic concept of the customer support system using the talk room of SNS. It is a figure which shows the hierarchy of the talk room for each business operator on the SNS which concerns on embodiment of this invention. It is a figure which shows the specific example of the message flow of the talk room which concerns on embodiment of this invention. It is a figure which shows an example of the functional structure of the talk room management server for each business operator which concerns on embodiment of this invention. It is a figure which shows the specific example 1 of the message of a talk room. It is a figure which shows the specific example 2 of the message of a talk room. It is a figure which shows the specific example 3 of the message of a talk room.

Hereinafter, embodiments for carrying out the present invention (hereinafter, embodiments) will be described in detail with reference to the accompanying drawings. In the functional configuration diagram, the arrows between the functional blocks indicate the data flow direction or the processing flow direction.

(Talk room customer support)
FIG. 1 is a diagram showing a basic concept of a customer support system using an SNS talk room. The "talk room" is a storage area for recording message (talk) exchanges between users and a display screen for displaying the contents in an application on SNS, and has a character like a bulletin board among friends. The message can include not only characters but also pictograms such as stamps and pictograms. The creator of the talk room invites one or more participants (also called "friends"). When a talk room is opened, invited participants can "enter" and "leave" the talk room at any time, and participants can always "enter" and "leave" the talk room while they are in the talk room. You can browse and write talks. Of course, even participants who have left the room can re-enter the room when necessary.

At the initial stage of opening, the participants of the talk room are usually the purchaser (user) of the product (product or service; hereinafter, simply referred to as "product" in a broad sense) and the business of the product provider. Is a person. When the purchaser of the product transfers the product, the transferee can take over (inherit) the status of the purchaser. When the product is a product, the business operator on the product provider side is mainly the retailer or manufacturer (manufacturer) of the product, but as a related business operator, it transports financial institutions such as card companies and banks, and the product. It can also include courier companies, service / maintenance companies, and in some cases other manufacturers, insurance companies, etc. When the product is a service, the service provider is the product provider, but as a related business, the manufacturer of the goods used when providing the service may also be included.

Participants in the talk room can invite related businesses (or third parties) as described above to the talk room, so by using the talk room as various means of providing information, multiple businesses can be invited. Even if the service spans, it can be performed smoothly. That is, the business operator can use the talk room to consistently provide customer support from product purchase to subsequent maintenance. In addition, the talk room can survive until the product is destroyed or disappears, and even if the owner of the product changes, it can support the customer throughout the product life cycle, so to speak, "Product Life". It can function as a "cycle support system".

(Talk room by business operator)
FIG. 2 is a diagram showing a hierarchy of talk rooms for each business operator on the SNS according to the embodiment of the present invention. The talk room for each business operator provides information services centered on the main business operator among the talk rooms of the SNS, and is a talk room assigned to each business operator on the SNS. In the talk room for each business operator, a talk room for each product is generated for each product handled by the business operator, and further, the talk room for each product is used when the purchaser (user) decides to purchase the product (willingness to purchase). You don't have to pay for it yet), and a user-specific talk room is created for each user. In the example of the figure, the talk room for each business operator with the business operator ID: 001 is the talk room of "Product X of user A" identified by the product ID: XXX and the SNS ID: aaa of the user A, and the product ID: XXX. And the talk room of "User B's product X" identified by the user B's SNS ID: bbb is shown hierarchically. In the user-specific talk room of the product X, the user who purchased the product and the business operator (store, etc.) of the purchase destination are set as the initial default participants. In FIG. 2, the talk rooms are hierarchically shown by business operator, product, and user, but each talk room may have a business operator identifier, a product identifier, and a user identifier. , It does not have to be a hierarchical structure.

Further, in the talk room for each product or each user, if the product is an IoT compatible device, the product itself can be a participant. The IoT (Internet of Things) is also called the "Internet of Things" and refers to the fact that everything is connected to the Internet for communication. Therefore, in the case of IoT devices such as IoT home appliances (also called smart home appliances), in the talk room for each product of the product itself, for example, "abnormality detection!" You can send a message.

In addition, related businesses such as courier companies and maintenance companies can be invited to talk rooms by product or user. In the example of the talk room 50 in the figure, the talk room of the product X of the user A is centered on the business operator (in this case, the purchase shop), and the product X, the user A, the related business operator α, and the related business operator β Indicates that you are a participant. The user can also invite other users (friends, successors, etc.) to their talk room to share the talk content. Further, in the example of the talk room 51 in the figure, the talk room of the product X of the user B is centered on the business operator, and the product X, the user B, and the related business operator γ are participants, but the user C is the user B. Indicates that you have been newly invited.

Although not shown, it is also possible to set the user-specific talk room as a higher level and place the product-specific talk room of a plurality of products purchased by the user below it. That is, the hierarchy of the talk room may be a talk room by business operator> a talk room by product> a talk room by user, or a talk room by business operator> a talk room by user> a talk room by product. .. There may be a plurality of core businesses (called main businesses). For example, in the case of a close relationship such as a store of purchase and a manufacturer. In that case, the talk room is shared for each product among the related businesses.

Further, when the product is a service, the IoT device may be a device necessary for providing the service, that is, an instrument, equipment, or equipment used or provided by the service provider. For example, if the business operator is a bank or a credit card company, the IoT device is an OTP (One Time Password) token, a cash card, a credit card, a card reader of cards, and the like. Further, if the business operator is a public organization, the My Number card and its card reader, and if it is a hospital, the electronic medical examination ticket and its card reader can be IoT devices.

Services using cards as described above can be notified of usage status, expiration date, etc. via an electronic card or a card reader. In addition, the OTP token may require time correction if it is used for a long period of time, and the token automatically notifies the time of this time correction. By doing so, it is possible to participate in the "Internet of Things" even if the service itself has no form.

Business-specific talk rooms Product-specific or user-specific talk rooms provide means for searching, classifying, and tabulating, and information for each product, information for each user, or information for each related business operator is displayed in chronological order. Accumulated over the life cycle. Therefore, by using the talk room of this system, the business operator can aim to provide services that exceed the user's expectations. In the case of a business merger or split, the main business operator shall be able to transfer the talk room information to the succeeding business operator. In addition, as described above, when the talk room has a business operator identifier, a product identifier, and a user identifier, and when the main business operator jointly or splits, the business operator identifier of the talk room related to the business operator is changed. May be good.

FIG. 3 is a diagram showing a specific example of the message flow of the talk room according to the embodiment of the present invention. Here, it is assumed that the user A has purchased a vacuum cleaner and an air conditioner. Similarly, it is assumed that user B purchases a dryer, user C purchases a television and a washing machine, and user D purchases an air conditioner and a refrigerator. An SNS ID (user ID on the SNS) and a room number are assigned to each combination of the user and the product. Then, the main business operator (purchasing store or manufacturer or both) manages the product ID, the purchaser's customer information, the warranty card information, the purchase date, and the like in a database.

Now, when the user A writes in the talk room that the vacuum cleaner is broken, the information is also notified to the business operator, and the response from the business operator side is written in the talk room. Further, if the air conditioner of the user A is an IoT device, the filter replacement time and the like can be automatically transmitted, and the operator can notify the talk room of the filter model number and the like.

Also, in the example of user C, the business operator can send a message such as "The TV warranty period is about to expire, is there any problem?" To alert the user, and the washing machine can be used. The machine can detect abnormal sounds and send them to the talk room, so repairs can be arranged quickly. The same applies to the refrigerator of user D.

(Functional configuration)
FIG. 4 is a diagram showing an example of the functional configuration of the talk room management server for each business operator according to the embodiment of the present invention. The operator-specific talk room management server 100 (hereinafter, simply referred to as server 100) is a server constructed by linking the SNS system and the operator side system, and is not a single device but an SNS side server. The server on the business side divides the roles and is realized.

As shown in the figure, the server 100 has user terminal communication means 101, IoT device communication means 102, talk reception means 103, related business cooperation means 104, talk room reorganization means 105, and talk room management means as functional processing means. It is equipped with 110. Further, as a database (DB), a talk room DB 120 for each business operator, a product information DB 121, a business operator information DB 122, a related business operator information DB 123, and a user information DB 124 are provided. The server 100 is connected to the user terminal 10, the IoT device 20, and the related business operator system 30 via the Internet. Hereinafter, each functional means of the server 100 will be sequentially described.

The user terminal communication means 101 has a function of controlling communication with the user terminal 10 of a user who is a purchaser of a product and exchanging messages in a talk room. The user terminal 10 includes not only the purchaser terminal 10a but also the successor terminal 10b of the successor who has inherited the ownership of the product from the purchaser.

The IoT device communication means 102 has a function of controlling communication with the IoT device 20 which is a product and controlling transmission to its own product-specific talk room. The wireless communication means of the IoT device 20 has low power consumption, short distance, and low speed, and is often connected to the Internet via a repeater such as an IoT spot. Typical examples of the IoT device 20 include an IoT home appliance 20a, an IoT furniture 20b, and an IoT vehicle 20c (automobile, motorcycle, bicycle).

The talk receiving means 103 has a function of separating messages and / or pictogram talks from the user terminal 10 and the IoT device 20 for each talk room and storing them in each talk room of the operator-specific talk room DB 120. In addition, the talk receiving means 103 also functions as a means for receiving payment of the price of the product or support after the purchase to the purchaser by means of a message and / or a pictogram to the talk room. At this time, if the message is in natural language, it is interpreted, and if it is a pictogram or stamp, it is converted from the pictogram registration table or the like to the original meaning.

The related business operator cooperation means 104 has a function of controlling communication with a plurality of related business operator systems 30 and linking the server 100 with the related business operator systems. The related business operator system 30 includes, for example, a group store system 30a, a delivery company system 30b, a parts manufacturer system 30c, a service company system 30d, and the like.

The talk room reorganization means 105 has a function of integrating or separating the generated talk rooms to perform reorganization. That is, when the businesses merge or separate, it is possible to reorganize the talk rooms for each business, the talk rooms for each product, and the talk rooms for each user. In addition, if the businesses have a close relationship without merging and have an integrated relationship (for example, an automobile manufacturer and an affiliated automobile sales company), a shared talk room between the businesses is generated. It is also possible.

The talk room management means 110 is further divided into a talk room generation means 111, a talk room entry / exit management means 112, a talk room search means 113, and a talk room classification / aggregation means 114.

The talk room generation means 111 determines the type of the talk room and controls the generation (opening) of the talk room. The generation of the talk room is performed when the user decides to purchase the product. Here, "when deciding to purchase a product" means when the user registers a purchasing store, etc. as a friend on the SNS system, or when he / she tries to make a reservation by contacting the purchasing store, etc., or the price of the product. It means when you make an act that leads to a purchase, such as when you make an inquiry about the contents. In addition, the generation of the talk room may occur when one business operator introduces another new business operator to the user. The talk room generating means 111 also controls the erasure or inactivation of the talk room of the discarded or extinguished product. For example, when the user A purchases the product X, the product X talk room of the user A is generated, and when the product X is completely destroyed, the user or the disposal company notifies the talk room. Erase or inactivate. However, the deleted talk room data shall remain in the classification / aggregation results.

The talk room entry / exit management means 112 manages the entry / exit of the initial participant and the newly invited participant after the talk room is generated. Entering the room is usually done when the participant invites and the invitee approves, but leaving the room can be done voluntarily by the invitee.

The talk room search means 113 has a function of cross-searching not only in a specific talk room but also by business operator, product, and user. It may have a function of searching for a specific stamp or pictogram. The business operator searches the talk room with an arbitrary keyword and uses it for the next classification / aggregation.

The talk room classification / totaling means 114 has a function of classifying and totaling the contents of the talk room for a specific purpose. For example, user comments on a specific product can be aggregated by gender and age, which can be useful for marketing the product. In addition, it is possible to aggregate the talks of the process from the occurrence of a failure of a specific product to the repair, and calculate the time until the repair, the satisfaction level of the user, and the like.

Further, although not shown, the talk room management means 110 causes the talk room for each business operator to be shared among the business operators when there are a plurality of business operators (main contractors) who manage the talk room for each business operator. It also has means (talk room sharing means).

The business operator-specific talk room DB 120 is a database that stores product-specific talk rooms and user-specific talk rooms for each business operator. A specific talk room may be shared and managed by a plurality of businesses.

The product information DB 121 is a database that stores all information related to the product or service for each product ID for each business operator. For example, customer satisfaction for each season or sales area of the product may be collected and stored.

The business operator information DB 122 is a database that stores business operator information for each business operator ID. In this database, not only the information of the business operator itself but also the number of users, the number of products, the number of talks, etc. in the talk room may be stored.

The related business information DB 123 is a database that stores information on related businesses for each business ID. This database may store the number of invitations to the talk room for each related business operator.

The user information DB 124 may store the personal information disclosed by the user himself / herself, the purchased product name, the purchase date, the transfer date, and the like for each user's SNS ID.

The description of the functional configuration of the server 100 is completed above. However, the functional configuration of the server 100 is merely an example, and one functional block (database and functional processing unit) may be divided or a plurality of functional blocks may be combined. It may be configured as one functional block. In each function processing unit, the CPU (Central Processing Unit) built into the device reads computer programs stored in storage devices such as ROM (Read Only Memory), flash memory, SSD (Solid State Drive), and hard disk. , Realized by a computer program executed by the CPU. That is, each function processing unit reads and writes necessary data such as a table from a database (DB; Data Base) stored in a storage device or a storage area in a memory by this computer program, and is related in some cases. It is realized by controlling the hardware (for example, input / output device, display device, communication interface device). Further, the database (DB) in the embodiment of the present invention may be a commercial database, but it also means a mere collection of tables and files, and the internal structure of the database itself does not matter.

(Example of message in the talk room)
FIG. 5 is a diagram showing a specific example 1 of a message in the talk room. Here, an example is shown in which the user A purchases the vacuum cleaner X and then requests the purchase shop to repair the vacuum cleaner X because the vacuum cleaner X is broken. In the vacuum cleaner X talk room of Mr. A, the store where Mr. A and the vacuum cleaner X were purchased as default participants is set. On the screen 200 of this talk room, when Mr. A wrote "The vacuum cleaner has stopped sucking. I want to send it for repair", the store replied "Can you bring merchandise?" When Mr. A brings in the vacuum cleaner X, the store accepts the repair, and writes to the manufacturer that it will be sent by the designated courier service, the courier company who received the notification participates in the talk room as shown in screen 201.

After that, the delivery status of the product is sequentially updated on the screen 201 by the courier company, and the talk room is notified of the status until the delivery is completed to the repair reception base of the manufacturer. When the manufacturer receives the item, the manufacturer joins the participants at that point. Then, the manufacturer investigates the faulty part, notifies the user A of the estimate of the repair price, and if the user A agrees, the repair is performed, and after the repair is completed, the courier company is rejoined to return the product. The courier company at this time may be a courier company different from the previous one.

Then, the same delivery status as the screen 201 is notified, and the product is delivered to the user A. Although not shown, the user A can also pay the repair price on the talk room by card payment or the like. In that case, the card company joins the talk room as a participant. By doing this, all services are completed in the talk room.

However, when entering the card number etc. at the payment stage, open a screen separate from the talk room so that other participants cannot see it. Instead of entering the card number in the message, you may pre-press the stamp associated with the card number. In this way, the stamp associated with the standard information is convenient for inputting the standard information. Needless to say, the content of the talk at this time is classified and aggregated within the range that the user cannot specify.

FIG. 6 is a diagram showing a specific example 2 of the message in the talk room. Here, a scene is shown in which the user B makes a reservation and makes a payment at the restaurant “Rice shop G”. On screen 210, the reservation date, the number of people, and the cooking course are specified, but the number of people and the course are also requested later. Next, on the screen 211, payment of the fee is exchanged, and the payment method is specified by the card. At this point, the card company will join as a participant, and not only will you be notified of the amount spent this time, but you will also be able to propose special services. Finally, on screen 212, the change of payment method is exchanged with the card company. At this point, restaurant G has left the talk room. Even when the product is a service in this way, it is possible to complete the processing across a plurality of businesses on the talk room. Also, on screen 212, the restaurant (rice shop G) leaves the talk room and communicates with the card company in the same talk room, but it is not necessary to leave, and when the card payment is completed, the card company M May be evacuated. In addition, the talk room with the talk room number 001 may be reused and used forever. By doing so, it can be confirmed that the next payment method is set to a different card company and that the user bbb is using the rice shop G many times. Furthermore, the rice shop G can also give benefits to good customers.

FIG. 7 is a diagram showing a specific example 3 of the message in the talk room. Here, the user C is notified of the current savings amount of the property accumulation savings account on the screen 220 of the property accumulation savings account talk room of the bank S, and the user C is instructed to transfer a part of the savings amount to his ordinary account. It shows the scene where you are doing. After confirming the identity verification, the bank S who received the instruction transfers the specified amount to the ordinary account if there is no problem, but on the screen 221, the user C's bank S's ordinary account talk room is notified of the completion of the transfer. .. In this way, it is possible to open a plurality of talk rooms of different types even between one user and one business operator. It is also possible to link such a plurality of talk rooms with each other.

Further, the screen 222 of FIG. 7 shows that the bank S is promoting to the card company M, which is a related business operator, when the transfer to the ordinary account is performed. As the service menu of the card company M, various services such as cashing, enrollment in self-control (means for preventing overuse), prepayment, and change of revolving payment are displayed. In this case, it should be noted that a new talk room with the card company M as the main business operator is generated for the user C instead of sharing the talk room.

Further, on the screen 222 of FIG. 7, it is shown that the card company M introduces the dental clinic K, which is a different industry. On this screen 222, the card company M detects from the card usage history of the user C that the user C goes to a dental clinic away from his / her home, and introduces a dental clinic closer to his / her home. ing. If the user C approves this introduction, a new talk room is generated between the user C and the dental clinic K as shown in screen 223. That is, in general, a business operator can provide information on another business operator through his / her own talk room regardless of whether or not the purchased product is related. In this way, business opportunities can be expanded through the talk room even between vendors in different industries.

(Effect of embodiment)
According to this system, first of all, it is possible to provide a customer support system using SNS from the viewpoint of the business operator. Since the talk room is managed by business operator, product, and user, it is possible to search, classify, and aggregate according to the purpose. Further, since the product of the IoT device can be included as a participant of the talk room, the information detected by the device can be transmitted to the talk room for each product. In addition, even if the product is an intangible service, it is possible to participate in the "Internet of Things" through the equipment, equipment or equipment used in providing the service.

In addition, the talk room for each business operator can be reorganized according to the change in the business form of the business operator. Further, when there are a plurality of businesses that manage the talk room, the talk room for each business can be shared among the businesses. In addition, since the business operator can provide the information of other business operators through the talk room regardless of whether or not the products are related, the business operator can provide the information of other business operators through the talk room even between companies in different industries. , Business opportunities can be expanded.

In the above embodiment, the talk room of the management server for each business operator has been mainly described, but it can also be applied to the talk room between business operators between a plurality of business operators.

Although the present invention has been described above 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 changes or improvements can be made to the above embodiments. Further, it is clear from the description of the scope of claims that the form to which such a modification or improvement is added may be included in the technical scope of the present invention.

In the above embodiment, the management server has been described with the present invention as an invention of a product, but the present invention can also be regarded as an invention of a management method or an invention of a computer program.

10 User terminal 10a Purchaser terminal 10b Successor terminal 20 IoT equipment 20a IoT home appliances 20b IoT furniture 20c IoT vehicle 30 Related business system 30a Store system 30b Delivery company system 30c Manufacturer system 30d Service company system 100 Business-specific talk room Management server 101 User terminal communication means 102 IoT device communication means 103 Talk reception means 104 Related business cooperation means 105 Talk room reorganization means 110 Talk room management means 111 Talk room generation means 112 Talk room entry / exit management means 113 Talk room search means 114 Talk room classification / aggregation means 120 Talk room DB by business operator
121 Product information DB
122 Business Information DB
123 Related business information DB
124 User information DB
200,201,202 User A's vacuum cleaner X Talk room screen 210, 211 User B's rice shop G Talk room screen 212 User B's card company M Talk room screen 220 User C's bank S's property accumulation savings account Talk room screen 221 User C's bank S ordinary account talk room screen 222 User C's card company M talk room screen 223 User C's dental clinic K talk room screen

Claims (8)

It is a talk room management server in a customer support system using SNS.
When a purchaser decides to purchase a product (including a service), a talk room for recording a message between the business operator providing the product and the purchaser is provided for each business operator, for each product, and for the SNS. Talk room generation means generated for each user,
A talk room entry / exit management means for managing the entry / exit of participants into the talk room,
A talk receiving means for receiving the purchase of the product and post-purchase support for the purchaser by means of a message and / or a pictogram for the talk room.
Talk room management means for searching, classifying, and totaling talk rooms by business operator, product, and user,
A talk room management server characterized by being equipped with. The talk room management server according to claim 1, wherein the participant includes an IoT-compatible product. The talk room management server according to claim 2, wherein when the IoT-compatible product is a service, the IoT device is an appliance, equipment, or equipment used when providing the service. Claims 1 to 3 further include a talk room reorganization means for integrating or dividing the talk rooms for each business operator, each product, and each user according to a change in the business form of the business operator. The talk room management server according to any one of the above. When there are a plurality of businesses that manage the talk rooms for each business, the talk room for each business is shared among the businesses, according to any one of claims 1 to 4. Described talk room management server. The invention according to any one of claims 1 to 5, wherein the business operator provides information of another business operator through the talk room regardless of whether or not the product is related to the product. Talk room management server. It is a method of managing talk rooms in a customer support system using SNS.
When a purchaser decides to purchase a product (including a service), a talk room for recording a message between the business operator providing the product and the purchaser is provided for each business operator, product, and SNS. Steps to generate for each user and
Steps to manage the entry and exit of participants to the talk room,
A step of receiving the purchase of the product and post-purchase support for the purchaser by means of a message and / or a pictogram to the talk room.
A management method characterized in that a computer executes the steps of searching, classifying, and totaling talk rooms by business operator, product, and user. A program comprising causing a computer to perform each step according to claim 7.

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