JP2023547281A - Customer response integrated management method and the server that executes it - Google Patents

Abstract

The customer service integrated management server according to an embodiment of the present invention receives customer opinion data from a customer terminal through a ticket database in which tickets in which customer opinions are recorded is stored, and through different types of customer service means. a customer opinion analysis unit that accumulates and records the customer opinions on the ticket depending on whether the ticket corresponding to customer information is stored in the ticket database based on opinion data; and the ticket stored in the ticket database. , based on the issue information of the ticket corresponding to the same customer information, the number of times the ticket has been generated, the cumulative number of customer opinions recorded on the same ticket, and the SNS information corresponding to the customer information. A customer influence grade determination unit that determines an influence grade and a negative influence grade, and a customer influence grade and a negative influence grade of the customer monitor the customer opinion on the SNS of the corresponding customer and calculate an SNS reaction index, The system includes an SNS reaction index management unit that registers a trader's opinion in response to the customer opinion on the trader's SNS using the SNS reaction index, and then provides the SNS reaction index to a corresponding trader terminal when the SNS reaction index is changed. [Selection diagram] Figure 1

Description

The present invention relates to a customer service integrated management method and a server that executes the same, and more particularly, to a customer service integrated management method that enables integrated management of customer opinions received through various means, and a server that executes the same. Regarding the server.

Customer satisfaction is a core management element in the service industry that is directly linked to brand power and sales. Therefore, if customer dissatisfaction is poorly managed, the company's image will be damaged and customers' interest in the company will decline.

According to the conventional customer dissatisfaction information management method, a call center system responds to a customer's phone call, obtains the customer's personal information, and then responds to the customer's request using an IVR (Interactive Voice Response system). System counselors and customers are connected to respond to customer requests.

The recent surge in online commerce replacing offline commerce has highlighted the importance of call centers. Along with this, the number of calls to call centers for consultations is increasing. For example, the reality is that each counselor handles a maximum of 80 consultations per day on average, but if there are 100 counselors, the corresponding call center will handle 8,000 consultations per day, or in a month. If that happens, it will handle 160,000 telephone consultations.

Conventionally, if a counselor at a customer center inputs customer dissatisfaction information and stores it on a server, the input contents and statistics can be checked after 24 hours. Therefore, since the company was operated in a state where it was impossible to monitor and respond to customer dissatisfaction in real time, there was a problem that business processing was inefficient.

As a result, customers have the inconvenience of having legitimate complaints that are difficult to deal with quickly and accurately, and simple complaints often turn into complaints about the company as a whole.

In addition, customer dissatisfaction caused by problems with services, products, or processes accumulates through customer contact points, and it is difficult to recognize them until the problems are exposed in sales and sales.

Additionally, there is the problem that customer dissatisfaction can be leaked due to failure in customer contact or arbitrary judgment.

Furthermore, even if statistical analysis methodology is applied, specific information regarding the content of complaints is lacking due to the limitations of analysis based on the classification code of consultation records input by counselors.

And it is impossible to track and detect complaints of high importance. Moreover, continuous monitoring of customer dissatisfaction is difficult due to irregular analysis.

SUMMARY OF THE INVENTION An object of the present invention is to provide an integrated management method for customer service, which enables integrated management of customer opinions received through various means, and a server for executing the method.

In addition, even if customer opinions are received through various means, the present invention records them in a ticket and manages them in an integrated manner, and then changes the status of the ticket to a completed status when the customer opinion is processed, so that the consultant can The purpose of the present invention is to provide an integrated management method for customer reception that enables speedy processing when dealing with customers, and a server for executing the method.

In addition, the present invention provides an integrated customer response management method that identifies negative issues that occur through SNS and enables early response and countermeasures before internal operations or before the issue spreads, and a method for implementing the same. The purpose is to provide servers.

In addition, the present invention provides an integrated customer response management method and method that extracts influencers by product, classifies and separates influencer feeds, and provides them to businesses so that businesses can use the results for marketing and customer management. The purpose is to provide a server that executes this.

The objects of the present invention are not limited to the objects mentioned above, and other objects and advantages of the invention not mentioned can be understood by the following description and more clearly by the embodiments of the invention. Dew. Furthermore, it will be easily understood that the objects and advantages of the present invention can be realized by means of the means specified in the claims and combinations thereof.

To achieve this purpose, the customer service integrated management server includes a ticket database in which tickets in which customer opinions are recorded is stored, and receives customer opinion data from customer terminals through different types of customer service means. a customer opinion analysis unit that accumulates and records the customer opinions on the ticket depending on whether the ticket corresponding to the customer information is stored in the ticket database based on the customer opinion data; For tickets, the customer's affirmation is determined based on the issue information of the ticket that corresponds to the same customer information, the number of times the ticket has been generated, the cumulative number of customer opinions recorded on the same ticket, and SNS information that corresponds to the customer information. a customer influence grade determination unit that determines a positive influence grade and a negative influence grade, and a customer influence grade and a negative influence grade of the customer to monitor the customer opinion on the SNS of the corresponding customer and calculate an SNS reaction index; The system includes an SNS reaction index management unit that registers a trader's opinion in response to the customer opinion on the trader's SNS using the SNS reaction index and then provides the SNS reaction index to a corresponding trader terminal when the SNS reaction index is changed.

In addition, the customer service integrated management method executed by the customer service integrated management server to achieve such a purpose is such that when customer opinion data is received from a customer terminal through different types of customer service means, the customer opinion data is accumulating and recording customer opinions on the ticket based on whether the ticket corresponding to the customer information is stored in the ticket database; Determine the positive impact grade and negative impact grade of the applicable customer based on the issue information of the applicable ticket, the number of times the ticket has been generated, the cumulative number of customer opinions recorded on the same ticket, and SNS information corresponding to the customer information. calculating an SNS reaction index by monitoring the customer opinion on SNS of the corresponding customer based on the customer's positive influence grade and negative influence grade; The method further includes the step of providing the SNS reaction index to a corresponding vendor terminal when the SNS reaction index is changed after registering on the SNS.

According to the present invention as described above, there is an advantage that customer opinions received through various means can be integrated and managed.

Further, according to the present invention, even if customer opinions are received through various means, they are recorded in a ticket and managed in an integrated manner, and when the customer opinions are processed, the status of the ticket is changed to a completed status, so that the customer opinions can be consulted. This system has the advantage that staff can process customers quickly.

Furthermore, the present invention has the advantage of being able to identify negative issues that occur through SNS and take early action before internal operations or before the issue spreads.

Further, according to the present invention, by extracting influencers by product, classifying and separating the influencer feeds, and providing them to the business, the business can utilize this for marketing and customer management.

FIG. 1 is a network configuration diagram for explaining a customer service integrated system according to an embodiment of the present invention. FIG. 2 is a block diagram for explaining the internal structure of a customer service integrated management server according to an embodiment of the present invention. 1 is a flowchart for explaining an embodiment of a customer service integrated management method according to the present invention. FIG. 3 is an exemplary diagram for explaining a customer service integrated management process according to an embodiment of the present invention.

The foregoing objects, features, and advantages will be described in detail below with reference to the accompanying drawings, so that those with ordinary knowledge in the technical field to which the present invention pertains can easily carry out the technical idea of the present invention. Will. In the description of the present invention, if it is determined that detailed description of known techniques related to the present invention may unnecessarily obscure the gist of the present invention, detailed description will be omitted. Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings. In the drawings, the same reference numbers are used to indicate the same or similar elements.

Among the terms used in the present invention, "ticket" means that even if the customer provides customer opinions by connecting to the customer response integrated management server through multiple and various methods and providing customer opinions, the customer opinions are accumulated. means the storage area where the storage area is stored. The tickets may exist separately for customer information, vendor information, and product information, and when the processing of customer opinions regarding the product is completed, the state is changed to a processing completed state.

FIG. 1 is a network configuration diagram for explaining a customer service integrated system according to an embodiment of the present invention.

Referring to FIG. 1, the customer service integrated system includes a customer service integrated management server 100, a customer terminal 200, and a counselor terminal 300.

The customer service integrated management server 100 is a server that receives customer opinions and performs integrated management when the customer terminal 200 is connected through the customer service means 110. The customer service means 110 may be implemented as a consultation exchange, an intelligent chatbot, or the like.

In one embodiment, when the customer service means 110 is implemented as a consultation exchange, the customer service integrated management server 100, upon receiving a call signal from the customer terminal 200 through the customer service means 110, calls the customer terminal 200 and the counselor terminal 300. After the connection, the content of the conversation between the consultant and the customer is recorded to generate customer opinion data. Thereafter, the customer service means 110 provides the customer opinion data to the customer service integrated management server 100.

In another embodiment, when the customer service means 110 is implemented as an intelligent chatbot, the customer service integrated management server 100 can receive customer opinion data from the customer terminal 200 through the customer service means 110.

In yet another embodiment, when the customer service means 110 is implemented as an e-mail, the customer service integrated management server 100 can receive customer opinion data in text form from the customer terminal 200 via e-mail.

Further, the customer service integrated management server 100 determines the customer's influence grade using the customer information corresponding to the ticket and the information on the SNS corresponding to the customer information. At this time, the impact grade includes a positive impact grade and a negative impact grade.

In other words, the customer service integrated management server 100 determines whether tickets are relevant based on the issue information of tickets that correspond to the same customer information, the number of times they have been generated, the cumulative number of customer opinions recorded on the same ticket, and SNS information that corresponds to the customer information. Determine the customer's impact rating.

At this time, the reason why the customer service integrated management server 100 considers the issue information of the ticket when determining the customer's impact grade is that if the issue information is a negative issue, the customer will receive negative feedback regarding the same product through the SNS of the customer. This is because the post can be registered.

In addition, the reason why the customer service integrated management server 100 considers SNS information that corresponds to customer information when determining the customer's influence grade is that the number of postings, comments, sympathies, and followers registered by the customer through SNS is This is because the impact grade of

In one embodiment, the customer response integrated management server 100 classifies tickets according to whether issue information of customer opinions about the same product is a positive issue or a negative issue, and The customer's impact grade is determined using SNS information corresponding to customer information that has registered issues and negative issues.

In the above embodiment, the customer influence grade determination unit 130 increases or decreases the positive grade of a customer who has registered a positive issue based on the number of postings, comments, sympathies, and followers registered by the customer through SNS. determining a positive rating for the customer;

That is, the customer response integrated management server 100 increases the customer's positive grade as the number of postings, comments, sympathies, and followers registered through SNS by a customer who has registered a positive issue increases; The target grade can be reduced.

This is because if a customer who has registered a positive issue has a large number of posts, comments, sympathy, and followers on SNS, or if the customer creates a positive post about a specific vendor's products through SNS, This is because many customers with whom the customer has SNS relationships can see positive posts about the products of a specific vendor.

In the above embodiment, the customer service integrated management server 100 increases or decreases the negative grade of a customer who has registered a negative issue based on the number of postings, comments, sympathies, and followers registered through SNS. determining a negative rating for the customer;

In other words, the customer response integrated management server 100 decreases the customer's negative grade as the number of postings, comments, sympathies, and followers registered through SNS by a customer who has registered a negative issue decreases; determining a negative rating for the customer by increasing the negative rating;

Further, the customer service integrated management server 100 manages the SNS reaction index based on the customer's opinion on the SNS based on the customer's positive influence grade and negative influence grade. At this time, the SNS reaction index may be determined as one of safe, average, warning, caution, and serious depending on how many predetermined negative keywords exist in customer opinions.

In one embodiment, the customer service integrated management server 100 analyzes customer opinions on SNS of customers whose positive influence grade is above a certain grade, and if a predetermined negative keyword exists, the number of negative keywords is is calculated, and if the number of negative keywords is a specific number or more, the SNS reaction index is increased by two or more levels depending on the number of negative keywords. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safe to warning.

In another embodiment, the customer service integrated management server 100 analyzes customer opinions on SNS of customers whose negative impact grade is higher than a certain grade, and if a predetermined negative keyword exists, the negative keyword is The number of negative keywords is calculated, and if the number of negative keywords is equal to or greater than a specific number, the SNS reaction index is increased one step at a time depending on the number of negative keywords. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safe to normal.

Thereafter, the customer service integrated management server 100 registers the vendor's opinion in response to the customer's opinion on the vendor's SNS based on the customer's SNS reaction index, and then provides the SNS response index to the corresponding vendor terminal 400 when the SNS response index is changed. .

Additionally, the customer service integrated management server 100 generates a new ticket or uses a ticket stored in the ticket database 170 depending on whether a ticket corresponding to the customer information, vendor information, and product information extracted from the customer opinion data exists. to accumulate and record customer opinions.

In one embodiment, if a ticket corresponding to the customer information, vendor information, and product information does not exist in the ticket database 170, the customer service integrated management server 100 stores the ticket corresponding to the customer information, vendor information, and product information. The customer opinion may be generated and recorded on the ticket and stored in the ticket database 170.

In another embodiment, if a ticket corresponding to customer information, vendor information, and product information exists, the customer service integrated management server 100 may additionally record and store the customer opinion data in the ticket.

The customer terminal 200 is a terminal owned by a customer that connects to various types of customer service means 110 and provides customer opinions regarding the merchant's products. Such a customer terminal 200 may be implemented as a smartphone, a tablet PC, a desktop, a notebook computer, or the like. The customer terminal 200 can connect to different types of customer service means 110 to provide customer opinions on the products of the vendor.

The counselor terminal 300 is a terminal owned by a counselor who is connected to the customer terminal 200 through the customer service means 110 to proceed with the consultation. Such a counselor terminal 300 receives tickets corresponding to customer information, vendor information, and product information from the customer service integrated management server 100, and integrally confirms the customer's opinion regarding the product information to promptly proceed with the consultation. I can do it.

FIG. 2 is a block diagram for explaining the internal structure of a customer service integrated management server according to an embodiment of the present invention.

Referring to FIG. 2, the customer service integrated management server 100 includes a customer service unit 110, a customer opinion analysis unit 120, a customer influence grade determination unit 130, an SNS reaction index management unit 140, a vendor-specific customer behavior signal collection unit 150, and a purchase guidance unit. 160, a ticket database 170, and a ticket management unit 180.

When the customer opinion analysis unit 120 receives customer opinion data from a customer terminal through different types of customer service means 110, it analyzes the customer opinion data, extracts customer information, vendor information, product information, and customer opinions, and manages tickets. 180.

In one embodiment, when the customer service means is implemented as a consultation exchange, the customer opinion analysis unit 120 receives a call signal from the customer terminal 200 through the customer service means 110, and connects the customer terminal 200 and the counselor terminal 300. , it is possible to record the contents of a call between a counselor and a customer to generate customer opinion data, and analyze the customer opinion data to extract customer information, vendor information, product information, and customer opinions.

In the above-described embodiment, the customer opinion analysis unit 120 may record the content of the call between the consultant and the customer to generate voice data, and convert the voice data into text to generate customer opinion data in text form. can.

In another embodiment, when the customer service means 110 is implemented as an intelligent chatbot, the customer opinion analysis unit 120 can receive customer opinion data in text form from the customer terminal 200 through the intelligent chatbot.

In yet another embodiment, when the customer response means 110 is implemented as an email, the customer opinion analysis unit 120 can receive customer opinion data in text form from the customer terminal 200 through email.

The customer influence grade determining unit 130 determines the customer's influence grade using the customer information corresponding to the ticket stored in the ticket database 170 and the information on the SNS corresponding to the customer information. At this time, the impact grade includes a positive impact grade and a negative impact grade.

That is, the customer impact grade determining unit 130 determines the issue information of tickets corresponding to the same customer information, the number of times of generation, the cumulative number of customer opinions recorded on the same ticket, and the customer information for the tickets stored in the ticket database 170. The influence grade of the relevant customer is determined based on the relevant SNS information.

At this time, the reason why the customer impact grade determining unit 130 considers the issue information of the ticket when determining the customer's impact grade is that if the issue information is a positive issue, negative information about the same product is posted through the customer's SNS. This is because the post can be registered.

In addition, the reason why the customer influence grade determining unit 130 considers SNS information corresponding to customer information when determining the customer's influence grade is that the number of postings, comments, sympathies, and followers registered by the customer through SNS is This is because the impact grade of

In one embodiment, the customer impact grade determining unit 130 determines whether the issue information of the customer opinion is a positive issue or a negative issue regarding the same product with respect to the tickets stored in the ticket database 170. and determines the customer's impact grade using SNS information corresponding to customer information that has registered positive issues and negative issues.

In the above embodiment, the customer influence grade determination unit 130 increases or decreases the positive grade of a customer who has registered a positive issue based on the number of postings, comments, sympathies, and followers registered by the customer through SNS. determining a positive rating for the customer;

That is, the customer influence grade determining unit 130 increases the customer's positive grade as the number of postings, comments, sympathies, and followers registered through SNS by a customer who has registered a positive issue increases; The target grade can be reduced.

This is because if a customer who has registered a positive issue has a large number of posts, comments, sympathy, and followers on SNS, or if the customer creates a positive post about a specific vendor's products through SNS, This is because many customers with whom the customer has SNS relationships can see positive posts about the products of a particular vendor.

In the embodiment described above, the customer impact grade determining unit 130 increases or decreases the negative grade of a customer who has registered a negative issue based on the number of postings, the number of comments, the number of sympathies, and the number of followers registered by the customer through SNS. determining a negative rating for the customer;

That is, the customer impact grade determining unit 130 decreases the negative grade of the customer as the number of postings, comments, sympathies, and followers registered through SNS by the customer who has registered a negative issue decreases, and the more the customer's negative grade increases. determining a negative rating for the customer by increasing the negative rating;

The SNS reaction index management unit 140 manages the SNS reaction index based on the customer's opinions on SNS based on the customer's positive influence grade and negative influence grade. At this time, the SNS reaction index may be determined as one of safe, average, warning, caution, and serious depending on how many predetermined negative keywords exist in the customer opinion.

In one embodiment, the SNS reaction index management unit 140 analyzes customer opinions on SNS of customers whose positive influence grade is above a certain grade, and if a predetermined negative keyword exists, the number of negative keywords is is calculated, and if the number of negative keywords is a specific number or more, the SNS reaction index is increased by two or more levels depending on the number of negative keywords. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safe to warning.

The reason for this is that customers whose positive impact grade is above a certain level have a large number of posts, comments, sympathies, and followers registered through SNS, so when a negative post is created through a customer's SNS, Since negative posts spread even faster, they increase the SNS reaction index by more than two levels.

In another embodiment, the SNS reaction index management unit 140 analyzes customer opinions on SNS of customers whose negative influence level is higher than a certain level, and if a predetermined negative keyword exists, the SNS reaction index management unit 140 The number of negative keywords is calculated, and if the number of negative keywords is equal to or greater than a specific number, the SNS reaction index is increased one step at a time depending on the number of negative keywords. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safe to normal.

Thereafter, the SNS reaction index management unit 140 registers the vendor's opinion in response to the customer's opinion on the vendor's SNS using the customer's SNS response index, and then provides the SNS response index to the corresponding vendor terminal when the SNS response index is changed.

The vendor-specific customer behavior signal collection unit 150 collects customer behavior signals generated on vendor-specific web pages. At this time, the customer behavior signal is generated every time a customer's operation (eg, touch, click, etc.) occurs on a web page displayed through the online market application.

For example, customer behavior signals include the behavior of clicking on a specific image on a vendor-specific web page, the behavior of selecting an option for an item registered on a vendor-specific web page and moving it to a shopping cart, and the behavior of moving an item registered on a vendor-specific web page to a shopping cart. An action to register as a product of interest may be generated upon occurrence.

The purchase guiding unit 160 analyzes the customer behavior signals by vendor collected by the customer behavior signal collecting unit 150 by vendor, and provides a predetermined coupon to the customer through the web page of the corresponding vendor.

In one embodiment, the purchase guidance unit 160 analyzes customer behavior signals by merchant, and if the customer connects for the first time but one or more items have been moved to the customer's shopping cart, the purchase guide unit 160 analyzes the customer behavior signals by merchant, and if the customer has connected for the first time, but one or more items have been moved to the customer's shopping cart, the purchase guidance unit 160 makes a purchase. The pattern is determined to be a new customer purchase pattern, and a coupon corresponding to the first purchase is provided to the customer through the corresponding vendor's web page.

In another embodiment, the purchase guide unit 160 analyzes customer behavior signals by merchant and determines whether the customer connects more than a certain number of times and one or more items are moved to the shopping cart on a weekly basis. In this case, the purchase pattern of the customer is determined to be a product purchase problem pattern, and a coupon corresponding to the purchase promotion is provided to the customer through the web page of the corresponding vendor.

In yet another embodiment, the purchase guide unit 160 analyzes customer behavior signals by vendor, and if the amount of the item being moved to the shopping cart is more than a certain amount, the purchase guide unit 160 adjusts the purchase pattern of the customer to the shipping fee. Based on the sensitive customer patterns, coupons for free shipping will be provided to customers through the webpage of the corresponding company.

As mentioned above, the present invention can track and analyze customer behavior signals at the time of a customer's purchase to understand purchase urgency patterns, and promote purchases by exposing and notifying shopping carts and products of interest to customers who are categorized as purchasing urgency. It has the advantage of supporting sales of products such as , and similar products.

For tickets stored in the ticket database 170, the corresponding customer is identified based on the issue information of the ticket corresponding to the same customer information, the number of generation times, the cumulative number of customer opinions recorded on the same ticket, and the SNS information corresponding to the customer information. Determine the impact grade of

The ticket database 170 stores tickets corresponding to customer information, vendor information, and product information.

The ticket management unit 180 generates a new ticket or stores it in the ticket database 170 depending on whether a ticket corresponding to the customer information, vendor information, and product information extracted through the customer opinion analysis unit 120 exists in the ticket database 170. Accumulate and record customer opinions using tickets.

In one embodiment, the ticket management unit 180 generates a ticket corresponding to the customer information, the vendor information, and the product information if the ticket corresponding to the customer information, the vendor information, and the product information does not exist in the ticket database 170; The customer opinion may be recorded on the ticket and stored in the ticket database 170.

In another embodiment, if a ticket corresponding to the customer information, vendor information, and product information exists in the ticket database 170, the ticket management unit 180 extracts the ticket from the ticket database 170, and then extracts the ticket from the ticket database 170. The customer opinion data may be additionally recorded and stored in the ticket database 170.

FIG. 3 is a flowchart for explaining an embodiment of the customer service integrated management method according to the present invention.

Referring to FIG. 3, when the customer service integrated management server 100 receives customer opinion data from a customer terminal through different types of customer service means (step S310), the ticket corresponding to the customer information is determined based on the customer opinion data. Depending on whether or not the customer opinions are stored in the database, customer opinions are accumulated and recorded on the ticket (step S320).

For tickets stored in the ticket database, the customer service integrated management server 100 displays ticket issue information corresponding to the same customer information, the number of times the ticket has been generated, the cumulative number of customer opinions recorded on the same ticket, and the information corresponding to the customer information. The positive influence grade and the negative influence grade of the corresponding customer are determined based on the SNS information (step S330).

The customer service integrated management server 100 monitors customer opinions of the corresponding customer on SNS based on the customer's positive influence grade and negative influence grade, and calculates the SNS reaction index (step S340).

The customer service integrated management server 100 registers the vendor's opinion in response to the customer's opinion on the vendor's SNS using the SNS reaction index, and then provides the SNS response index to the corresponding vendor terminal when the SNS response index is changed (step S350). ).

FIG. 4 is an exemplary diagram illustrating a customer service integrated management process according to an embodiment of the present invention.

Referring to FIG. 4, the customer service integrated management server 100 manages the SNS reaction index based on the customer's opinions on SNS based on the customer's positive influence grade and negative influence grade. At this time, the SNS reaction index can be determined as one of safe, normal, warning, caution, and serious depending on how many predetermined negative keywords exist in customer opinions, and as shown in Figure 4, the SNS reaction index can be determined as one of safe, normal, warning, caution, and serious. One of safe, normal, warning, caution, and serious can be displayed through hue.

In one embodiment, the customer service integrated management server 100 analyzes customer opinions on SNS of customers whose positive influence grade is above a certain grade, and if a predetermined negative keyword exists, the number of negative keywords is is calculated, and if the number of negative keywords is a specific number or more, the SNS reaction index is increased by two or more levels depending on the number of negative keywords. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safe to warning.

In another embodiment, the customer service integrated management server 100 analyzes customer opinions on SNS of customers whose negative impact grade is higher than a certain grade, and if a predetermined negative keyword exists, the negative keyword is The number of negative keywords is calculated, and if the number of negative keywords is equal to or greater than a specific number, the SNS reaction index is increased one step at a time depending on the number of negative keywords. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safe to normal.

The customer service integrated management server 100 analyzes customer opinions on SNS as shown in reference number (a), calculates the number of negative keywords if there are predetermined negative keywords, and calculates the number of negative keywords. If the number of negative keywords is greater than or equal to a specific number, the SNS reaction index is increased by one step according to the number of negative keywords as shown in reference number (b).

Thereafter, the customer service integrated management server 100 registers the reference number (c) and the vendor's opinion in response to the customer's opinion on the vendor's SNS based on the customer's SNS reaction index. Provide to the terminal.

Although the present invention has been described with reference to limited embodiments and drawings, the present invention is not limited to the above-described embodiments, and a person having ordinary knowledge in the field to which the present invention pertains will understand various aspects from such description. Many modifications and variations are possible. Therefore, the idea of the present invention should be understood only by the scope of the following claims, and it can be said that all equivalent or equivalent modifications thereof belong to the scope of the idea of the present invention.

Claims (2)

A ticket database where tickets with customer opinions are stored;
When customer opinion data is received from a customer terminal through different types of customer service means, the customer opinion is added to the ticket depending on whether the ticket corresponding to the customer information is stored in the ticket database based on the customer opinion data. Customer opinion analysis department that records cumulatively;
For the ticket stored in the ticket database, issue information of the ticket corresponding to the same customer information, the number of times the ticket has been generated, the cumulative number of customer opinions recorded on the same ticket, and the SNS corresponding to the customer information. a customer influence grade determining unit that determines the positive influence grade and negative influence grade of the customer based on the information; and monitoring the customer opinion on the SNS of the customer based on the customer's positive influence grade and negative influence grade. calculates an SNS reaction index, registers the trader's opinion in response to the customer's opinion on the trader's SNS using the SNS reaction index, and then provides the SNS reaction index to the corresponding trader terminal when the SNS reaction index is changed. A customer service integrated management server characterized by including an SNS reaction index management section. In the customer service integrated management method executed on the customer service integrated management server,
When customer opinion data is received from a customer terminal through different types of customer service means, customer opinions are accumulated on the ticket depending on whether a ticket corresponding to the customer information is stored in the ticket database based on the customer opinion data. recording step;
For the ticket stored in the ticket database, issue information of the ticket corresponding to the same customer information, the number of times the ticket has been generated, the cumulative number of customer opinions recorded on the same ticket, and the SNS corresponding to the customer information. determining the positive impact grade and negative impact grade of the customer based on the information;
calculating an SNS reaction index by monitoring the customer opinion of the corresponding customer on SNS according to the customer's positive influence grade and negative influence grade; A method for integrated management of customer service, comprising the step of providing the SNS reaction index to a corresponding vendor terminal when the SNS reaction index is changed after the above registration.