JP2024034165A - Business support devices, control methods, programs and business support systems - Google Patents

Abstract

[Problem] To provide appropriate information according to the role of the viewer and the progress of customer service work to support suitable business execution. SOLUTION: In a business support system, a server 100 that provides display information regarding a customer's customer service at a store to a communication terminal 200 of a user 210 generates customer service event information regarding the customer service, and displays information about the customer service content of the customer service. A management means for managing the progress status, a first specifying means for specifying the role of the user who uses the communication terminal that has sent the request to provide display information related to customer service event information, and a second specifying unit for specifying customer service event information corresponding to the request for provision. , a generating means for generating display information based on the corresponding customer service event information, and a providing means for providing the display information to the communication terminal that has transmitted the request for provision. The management means updates the corresponding customer service event information based on the user input, and the generation means changes the content of the generated display information according to the user's role and the progress status of the corresponding customer service event information. [Selection diagram] Figure 1

Description

Application filed for application of Article 30, Paragraph 2 of the Patent Act ▲1▼ Website publication date: September 1, 2021 Website address: https://www. m-navi. info/login. html Publisher: Terra Co., Ltd. ▲2▼ Website publication date: September 1, 2021 Website address: https://www. terracom. co. jp/news/ https://m-navi. site/news/ Publisher: Terra Co., Ltd. ▲3▼ Website publication date: July 6, 2020 Website address: https://m-navi. site/features/ Publisher: Terra Co., Ltd.

The present invention relates to a business support device, a control method, a program, and a business support system, and particularly relates to a system that supports customer service.

In order to provide suitable service to customers who have visited the store in the past, even if they are not sales staff who have served the customer in the past, customer identification information (customer ID) obtained from the card, etc. in the customer's possession at the time of entering the store is used. There is a system that identifies a customer's purchase history and past customer service information on a mobile terminal of a salesperson serving the customer (Patent Document 1).

Japanese Patent Application Publication No. 2004-326407

However, the system of Patent Document 1 forces customers to acquire identification information each time they enter a store, which may give the impression of being complicated. Additionally, information that identifies an individual is generally required in customer service work at the beginning of contract procedures, and we would be happy to receive identifying information that identifies an individual before that stage has been reached. Some customers don't. Therefore, if customer identification information is acquired at the stage when contract procedures are started, the system of Patent Document 1 may not be able to provide suitable services in customer service operations at earlier stages.

The present invention has been made in view of the above-mentioned problems, and provides a business support device and a control method that support suitable business execution by providing appropriate information according to the role of the viewer and the progress status of customer service business. The purpose is to provide programs and business support systems.

In order to achieve the above-mentioned object, the business support device of the present invention is a business support device that provides display information regarding customer service at a store to a communication terminal used by a user. For each, a management means that generates customer service event information and manages the customer service content and progress of the customer service job, user input related to the customer service job from a communication terminal, and display information related to at least one customer service event information. a first identifying means that identifies the role of the user who uses the communication terminal that sent the provision request; A second specifying means for specifying corresponding customer service event information that is corresponding customer service event information, and displaying information based on the corresponding customer service event information specified by the second specifying means, on the condition that a provision request is received by the receiving means. The management means includes a generation means for generating information, and a provision means for providing display information generated by the generation means to a communication terminal that has sent a request for provision, and the management means is configured to provide information to a user input received by the reception means. The generating means updates the corresponding customer service event information based on the user role specified by the first specifying means and the progress status of the corresponding customer service event information specified by the second specifying means. A feature is that the content of the generated display information is made different.

With such a configuration, according to the present invention, it is possible to provide appropriate information according to the role of the viewer and the progress status of the customer service job, thereby supporting the appropriate job execution.

A diagram showing the configuration of a business support system according to an embodiment and a modification of the present invention A block diagram showing the hardware configuration of a support server 100 according to an embodiment and a modified example of the present invention A diagram illustrating the data structure of various information managed in the support server 100 according to the embodiment and modification of the present invention. A diagram illustrating the personnel structure of a sales agency according to embodiments and modified examples of the present invention A diagram illustrating a screen displayed on the communication terminal 200 of the floor manager 401 when a customer visits the store, for support services according to embodiments and modified examples of the present invention. A diagram illustrating a schedule list screen of support services according to embodiments and modified examples of the present invention A diagram illustrating a screen displayed on the communication terminal 200 of the staff member 402 during customer service in the support service according to the embodiment and modification of the present invention. A diagram illustrating a screen displayed on the communication terminal 200 of the staff member 402 at the end of customer service in the support service according to the embodiment and modification of the present invention. A diagram illustrating a screen displayed on the communication terminal 200 of the floor manager 401 during customer service of the support service according to the embodiment and modification of the present invention. A diagram showing an example of transition of screens displayed on the communication terminal 200 of the floor manager 401 when the person in charge is changed in the support service according to the embodiment and modification of the present invention. Flowchart illustrating information provision processing executed in the support server 100 according to the embodiment and modification of the present invention Flowchart illustrating the first generation process according to the embodiment and modification of the present invention Flowchart illustrating the second generation process according to the embodiment and modification of the present invention

[Embodiment]
Hereinafter, embodiments will be described in detail with reference to the accompanying drawings. Note that the following embodiments do not limit the claimed invention, and not all combinations of features described in the embodiments are essential to the invention. Two or more features among the plurality of features described in the embodiments may be arbitrarily combined. In addition, the same or similar configurations are given the same reference numerals, and duplicate explanations will be omitted.

An embodiment described below describes an example in which the present invention is applied to a support server capable of providing display information regarding customer service at a store, which is an example of a business support device. However, the present invention is applicable to any device capable of providing display information related to customer service.

《Business support system configuration》
FIG. 1 is a diagram showing the configuration of a business support system that provides support services according to this embodiment. As shown in the figure, the business support system includes a support server 100 that manages customer service event information for each customer service job performed in a store, and configures and provides display information related to customer service jobs, and a support server 100 that provides support via a network 300. It includes a plurality of communication terminals 200 that are communicably connected to the server 100. The plurality of communication terminals 200 are terminals used by different users, and may be any communication terminal such as a smartphone, a tablet terminal, or a PC.

Although details will be described later, each of the users 210 who can use the support service is assigned a role, and the support server 100 displays display information on the communication terminal 200 according to the role of the user using the communication terminal 200. Provided to. Therefore, in the business support system of this embodiment, the information of each user 210 is registered in advance, and the support server 100 identifies the user 210 using the communication terminal 200 with respect to the communication terminal 200 connected for communication, and The configuration is such that the role of the user 210 can be specified.

Note that the network 300 will be described as a wide area network such as the Internet in order to realize communication connection between the communication terminal 200 and the support server 100 in the business support system of this embodiment. However, the support service is not limited to that provided via a wide area network; for example, in a mode where the support service is provided in a limited location such as inside a store, the network 300 may be a LAN. good.

Hereinafter, the hardware configuration involved in realizing the information processing method according to the present invention will be further explained with reference to the drawings.

<Hardware configuration of support server 100>
First, the hardware configuration of the support server 100 of this embodiment will be explained with reference to the block diagram of FIG. 2.

The control unit 101 is a processor represented by a CPU, and executes various processes related to controlling the operation of each block and providing support services by loading programs recorded in the storage device 102 into the memory 103 and executing them. do. The storage device 102 is a nonvolatile storage device such as ROM or HDD that can permanently store information. Here, the program executed by the control unit 101 may be installed in the storage device 102 of the support server 100 via a storage medium such as a CD-ROM. The memory 103 is a volatile storage device such as a RAM, and is used not only as a program expansion area and a function work area, but also as a storage area to temporarily record information output by the operation of each block. It will be done. The communication I/F 104 is an interface for communicating information with an external device, and in this embodiment, communicates information with each communication terminal 200 via the network 300.

In addition to the programs executed by the control unit 101, the storage device 102 includes a user DB 110 that manages various types of information (user information) related to users who use support services, and customer service operations performed for customers at stores. It includes a customer service event DB 120 that manages information about customers (customer service event information), and a performance DB 130 that manages information (performance information) indicating the results of completed customer service operations. In this embodiment, in order to facilitate understanding of the invention, the storage device 102 included in the support server 100 will be described as functioning as these databases, but the implementation of the invention is not limited to this. At least a portion of these databases may be installed in an external device configured to be able to communicate information with the support server 100.

<User information>
One record in the user DB 110 manages information regarding one user. The user information managed for each user in the user DB 110 may have a data structure as shown in FIG. 3(a), for example.

Here, the user ID 301 is identification information that uniquely identifies a user. Further, the name 302 is text information indicating the user's name. Affiliated store information 303 is identification information that uniquely identifies the store to which the user belongs. Role information 304 is information indicating the role assigned to the user, such as floor manager or staff. The characteristic information 305 is information indicating user-specific characteristics, such as information on supported languages and acquired qualifications.

<Customer service event information>
Furthermore, one record in the customer service event DB 120 manages information regarding one customer service job (a series of jobs performed for customers who visit the store: hereinafter referred to as a "customer service event"). The customer service event information managed for one customer service event in the customer service event DB 120 may have a data structure as shown in FIG. 3(b), for example.

Here, the customer service ID 311 is identification information that uniquely identifies the corresponding customer service event. Furthermore, the area ID 312 and the store ID 313 are identification information that uniquely identifies the area where the store where the customer service event occurred is located, and identification information that uniquely identifies the store. The person in charge ID 314 is identification information for identifying the staff (person in charge) who is actually in charge (reception) of the customer service event, and stores the user ID 301 of the user whose role is a staff.

The schedule information 315 is information indicating a period related to customer service, such as the scheduled time when the customer service event will be held and the time when the customer service event was actually held. Schedule information 315 related to one customer service event includes schedule information such as scheduled start time 321 and scheduled end time 322 that are determined before the person in charge actually starts the service, as well as schedule information such as scheduled start time 321 and scheduled end time 322, as well as schedule information such as before the start of customer service, during customer service, and during customer service. It may include a reception status 323 indicating whether the service has ended or is on hold, a start time 324 when the person in charge started the service, and an elapsed time 325 since the person in charge started the service.

The business information 316 is information indicating the customer's original business (purpose of visiting the store) related to the customer service event. The customer information 317 is information indicating the customer's personal attributes and current various contract statuses. Further, the suggested product information 318 is information indicating a product proposed to a customer by a person in charge at a customer service event. Although the details will be described later, in the business support system of this embodiment, the user 210, who has the role of a floor manager, first listens to the business of the customer who has visited the store, and based on the business, the user 210, who has the role of a staff member to be in charge, The following description assumes that the system is used in an operation in which the user 210 instructs the user 210) and then the user 210, who is in charge, performs actual customer service. The proposed product information 318 may include a product ID 331 that uniquely identifies the product, and result information 332 that indicates the result of the proposal (acquisition/loss). In addition to acquisition/loss of orders, the result information 332 may include other information, such as information indicating whether or not there was demand from customers, as needed.

Sales information 319 is information indicating sales recorded from sales of products other than predetermined products. Further, the change information 320, which will be described in detail later, is information indicating details when a person in charge is changed during a customer service event. The replacement information 320 may include, for example, information such as the user ID and required time for the user 210 who was in charge of the customer service event before the replacement.

<Achievement information>
Furthermore, one record in the performance DB 130 manages information on the result of one customer service event that ended with customer service. The performance information managed for one customer service event in the performance DB 130 may have a data structure as shown in FIG. 3(c), for example.

Here, the track record ID 341 is identification information that uniquely identifies the corresponding customer service event. Furthermore, the area ID 342 and the store ID 343 are identification information that uniquely identifies the area where the store where the customer service event was held, and identification information that uniquely identifies the store, respectively. The person in charge ID 344 is identification information for identifying the person in charge who actually attended the customer service event, and stores the user ID 301 of the user whose role is a staff member. The information of the performance ID 341, the area ID 342, the store ID 343, and the person in charge ID 344 may be the same as the customer service event information managed in the customer service event DB 120 for the same customer service event.

The timing information 345 is information indicating the timing of the customer service event. Although the details will be described later, since the performance information is used for aggregating the results of customer service events that have been held, it is not necessary to include information that specifies schedule details like customer service event information. In other words, the performance information may be any information as long as it has information in units of time in which the aggregation is performed as the timing information 345, and the amount of information may be reduced compared to the schedule information 315 of the customer service event information. In this embodiment, the performance information is configured such that it can be aggregated on a minimum daily basis, and the timing information 345 stores information indicating the day on which a customer service event was held. In other words, the timing information 345 of the performance information of this embodiment is configured without including information such as time information and reception status. In addition to this, the timing information 345 may also include information on the time required for the customer service event.

Acquisition information 346 is information indicating that, for example, a contract related to merchandise was acquired in one customer service event that ended with customer service. The acquisition information 346 is obtained by merging information indicating that the result information 332 has been acquired based on the proposed product information 318 of the corresponding customer service event information. That is, the acquisition information 346 indicates the performance of the merchandise for which the person in charge has acquired a contract at the corresponding customer service event.

On the other hand, the lost order information 347 is information indicating that a contract was not reached for the product proposed in one customer service event that ended with customer service, and the order for the product was lost. The lost order information 347 is obtained by merging the result information 332 with information indicating the lost order based on the proposed product information 318 of the corresponding customer service event information. That is, the lost order information 347 indicates the track record of products that were lost by the person in charge at the corresponding customer service event.

Further, the sales information 348 and replacement information 349 may be the same as the corresponding sales information 319 and replacement information 320. Additionally, customer information 350 may be similar to corresponding customer information 317.

In addition, in order to reduce the data amount of information to be managed in the business support system of this embodiment, customer service event information is retained in the customer service event DB 120 for the day or week when the corresponding customer service event is held, and after the period has elapsed. shall be configured to be deleted. In other words, customer service event information, which is also used for user schedule management (confirming customer service status, customer service time, elapsed time, etc.), is sufficient as long as it is held during the period in which the schedule is expected to be referenced, so it is easier to use than actual information. It is also possible to have a large amount of information. On the other hand, performance information can be referenced over a long period of time, such as monthly or yearly, after a customer service event has taken place for the purpose of evaluation (performance management of each user, decision on business policy, etc.). It shall be configured to reduce the amount of information compared to event information. That is, the customer service event DB 120 is used for short-term information management, and the track record DB 130 is used for medium- to long-term information management.

In this embodiment, the generation of performance information based on customer service event information will be described as being performed after the customer service event has ended and after the result information 332 of all proposed products has been stored. However, the implementation of the present invention is not limited to this, and for example, at a predetermined timing such as after the end of business hours of the store 400, the performance information is generated for customer service event information for which performance information has not yet been generated. Information may be generated all at once.

Furthermore, in order to facilitate understanding of the invention, the present embodiment will be described assuming that the support server 100 is provided with a user DB 110, a customer service event DB 120, and a track record DB 130 as databases that can be used; however, the implementation of the invention is limited to this. It's not something you can do. That is, the databases that can be used by the support server 100 include, for example, databases that indicate types of business, databases that indicate types of products, and other necessary items depending on the content of customer service operations. Needless to say, it may be.

《Summary of support services》
Hereinafter, an overview of the functions provided by the support service of this embodiment and customer service operations performed using the support service will be explained.

In this embodiment, the business support system is used to support customer service operations performed by sales agents who act as agents for sales and contracts for various services provided by telecommunications carriers, including sales of mobile phone terminals and line contracts. shall be used for. More specifically, the business support system provides users, such as employees involved in customer service at a sales agency, or operators who oversee the sales agent or the area to which the sales agent belongs, with the goal of improving the performance of customer service operations and improving customer service performance. Provide support services to help improve efficiency. Users are registered and managed in the user DB 110 as described above, and the support server 100 provides information according to the role of the user to the communication terminal 200 used by each user to perform operations related to the sales agency. support. Further, the support server 100 manages information acquired in connection with customer service work, and accumulates it in the customer service event DB 120 and the track record DB 130 as necessary.

The application related to the support service can be used by each user 210 starting a browsing application (browser) on the communication terminal 200 used by the user, accessing the service site related to the support service, and establishing a session by logging in to the service. become. That is, the application related to the support service is a browser-based application, and the user 210 is configured to be able to use the support service without installing a specific application on the communication terminal 200. While an application is being used, display information for configuring a display screen related to the application is configured by the support server 100 and provided to each communication terminal 200. Further, when a user operation related to inputting information is performed on the communication terminal 200 during use, the information is transmitted to the support server 100. As a result, the support server 100 can perform real-time information management by providing a user interface related to support services and receiving various user inputs related to customer service operations performed by operating the user interface. can.

<User type>
Next, roles assigned to users in the business support system of this embodiment will be explained. In order to facilitate understanding of the invention, users of support services will be classified into one of three roles: "floor manager,""staff," and "area manager," as shown in FIG. 4. do.

FIG. 4 is a diagram illustrating the personnel structure of a sales agency, and one store 400 of the sales agency includes a floor manager 401 and staff 402 as employees assigned to the store 400. The staff member 402 has the role of being a person who is mainly in charge of customer service events (practical work). In addition, the floor manager 401 has the discretionary authority to listen to the business matters of customers who visit the store 400 and decide which person from among the staff members 402 belonging to the store will be in charge of the customer service event related to the business matter. .

Further, in the embodiment shown in FIG. 4 in which the sales agency is a chain or has affiliated stores, the role of an area manager 403 that supervises a plurality of stores 400 is provided. In one aspect, the area manager 403 may be provided as another position such as a head office staff member who belongs to the company (head office) that operates the store 400; however, in this embodiment, the area manager 403 Collectively called.

<Previous work flow>
First, we will provide a brief overview of the general business flow performed at a conventional sales agency.

When a customer visits the store 400, the floor manager 401 first briefly asks about the customer's business (hearing). Assumable items include, for example, new/MNP contracts, model changes, contract content changes, purchase of optional items, breakdowns/repairs, cancellations, and other consultations. At this time, the floor manager 401 assigns the appropriate staff to handle the matter based on the gender and age group of the customer, as well as information on the mobile phone line operator with which the customer is currently contracted (hereinafter referred to as the mobile line operator). 402 to be in charge of customer service events. If the appropriate staff member 402 is absent or is currently attending to another customer service event, the floor manager 401 reselects another staff member or provides guidance on when he or she will be available to serve the customer.

The staff member 402 selected as the person in charge guides the customer to a counter or the like and begins customer service based on a form in which information such as the business is filled in based on a prior hearing from the floor manager 401. In addition to responding to customers' requests, the customer service duties of the person in charge include proposing products that match the customer's environment and demands and products related to the campaign being implemented at the store 400. For example, if a person in charge finds out during customer service that the customer's contracted mobile phone carrier is different from the electricity provider, if standardizing the contract will result in a discount on the charges, the person in charge will Propose products for electricity supply services provided by business operators. For example, if the customer and the customer's family are using different mobile phone carriers, and if sharing the same carrier would result in a discount on charges, the person in charge should Propose a contract as a product. In addition, staff may obtain products such as fixed communication lines, credit cards, optional services, and mobile phone accessories from customers while serving customers, depending on the mobile phone carrier with which the customer has a contract. Make recommendations based on information and contract details.

When the person in charge finishes serving the customer, the person in charge makes a simple report of the customer service event to the floor manager 401, and after the store 400 closes, the person in charge creates and submits a report on the contracted merchandise as a daily report. The floor manager 401 evaluates the abilities of the staff members 402 based on the daily reports of each staff member 402 and information on the products that have been contracted (sales results), and uses this as a reference when assigning customer service events from next time onwards. As a result, management strategies were being determined. Furthermore, the area manager 403 evaluates the store 400, the floor manager 401, and the staff 402 based on the report made by the floor manager 401 based on this information.

On the other hand, in this conventional work flow, the ability of each staff member 402 is evaluated based on sales results, so the staff member 402 who is actively proposing various products and those who are devoting special effort to It was difficult for staff 402 and others who attended the event to properly evaluate the process during the customer service event. In addition, if a staff member 402 is assigned who is not suitable for the customer or the job, the assignment will not be changed until the staff member 402 asks for help, which may lead to a worsening of the customer's impression of the store 400 and a decline in business performance. It was something. In addition, each user required time and effort to create various report documents.

<Information management and provision of support services>
In the support service provided by the business support system of this embodiment, in order to solve the problems in the conventional business flow, the response contents of the person in charge are monitored in real time at each step of a series of business operations related to customer service events. The information to be acquired and provided to the corresponding communication terminal 200 is varied depending on the role of the user so that appropriate information can be appropriately referred to each time. In addition, regarding the customer service events that took place, in order to evaluate the process of each customer service event, such as which proposals did the staff in charge win or lose the contract, how much time did the customer service work take, etc. Customer service event information and performance information, including information entered into the system, are managed. Below, display information regarding the support service application (display information for configuring the screen: GUI, selection state and display of the GUI, provided according to the role of the user 210 for each customer service event progress status) (including numerical and textual information) will be explained with reference to figures.

(When a customer visits the store)
When a customer visits the store, a screen 500 shown in FIG. 5 is displayed on the communication terminal 200 used by the floor manager 401. The screen 500 may be displayed, for example, when the floor manager 401 performs an operation input related to store visit support on the communication terminal 200 used.

As shown in the figure, the screen 500 is roughly divided into a customer service ID section 501 where a customer service ID for identifying a customer service event is automatically input, a customer information area 502 where information regarding the customer is input, and a schedule regarding the customer service event is input. It includes a schedule area 503, a special notes box 504 in which special notes regarding customers and customer service events are entered, and an update button 505 used to reflect various inputs and assign customer service events to persons in charge.

When the floor manager 401 instructs to display the screen 500 for a new customer service event, the screen 500 is displayed with the customer service ID automatically assigned for the customer service event in the support server 100 entered in the customer service ID section 501. Is displayed. The floor manager 401 first interviews the customer and inputs necessary information into the customer information area 502 of the screen 500.

The customer information area 502 includes a business box 511, a customer attribute area 512, and a contract information area 513, and is configured to allow input of information on the customer's business, personal attributes, and current various contract statuses. When the task box 511 is operated, predetermined types of tasks are displayed as selection candidates. The floor manager 401 can perform input in the business box 511 by selecting a candidate corresponding to the business of the customer who has visited the store from the list of selection candidates. Further, in the customer attribute area 512, options for customer attributes such as age, gender, language used, etc. are provided, and the floor manager 401 can select a corresponding option within the range known from the interview. In addition, the contract information area 513 contains information about the customer's main customer environment related to the sales agent's business, such as the contents of the customer's current contracted mobile phone line and plan, fixed telephone line, Internet line, bill payment method, etc. The contract status can be entered. Furthermore, the contract information area 513 may be configured to allow input of information about a mobile network operator with which the customer's family has a contract. The floor manager 401 can select appropriate items for each customer environment information within the range known from the hearing.

When the information in the customer information area 502 is input, the update button 505 is controlled to be operable. One aspect of the update button 505 is to send information related to user input on the communication terminal 200 to the support server 100, and to update the corresponding information managed for the customer service event to be held (for information in the customer information area 502, job information 316 and customer information 317). Another aspect of the update button 505 is used to request the support server 100 to provide information necessary for displaying the screen 500 in a state based on the updated information. Note that in order to set up a customer service event, it is essential to select candidates in the business box 511 in the customer information area 502, but other information does not have to be configured as essential for setting a customer service event. Information other than the business box 511 may be input as long as it is within the range that can be determined by hearing from the customer, and if the information is not selected (uninputted), operation input of the update button 505 is disabled. It never happens.

Next, the floor manager 401 inputs information regarding the schedule area 503 of the screen 500. The schedule area 503 includes an expected start time box 521, an expected end time field 522, a person in charge box 523, and a required time box 524, and is configured to allow input of various information necessary for schedule management of customer service events. The scheduled start time box 521 is configured such that any time after the current time can be input, and, for example, the scheduled start time can be input based on numerical input or time increase/decrease input by the floor manager 401.

When inputting the scheduled start time, the floor manager 401 can also refer to a schedule list screen 600 for the staff 402 as shown in FIG. 6, which is configured based on already registered customer service event information. The schedule list screen 600 is a screen that can be viewed by all users related to the store 400, and each user can refer to the screen to check customer service events assigned to him or herself and customer service assigned to other users. You can keep track of events, etc. Details of the schedule list screen 600 will be described later.

In the initial state, the person in charge box 523 displays all the staff 402 belonging to the store 400 or all the staff 402 working on the day as selection candidates, and is selectable. On the other hand, if the update button 505 is operated while the business box 511 and scheduled start time box 521 have been filled in, the selection candidates in the person in charge box 523 will be selected as appropriate for the person in charge of the customer service event to be held. staff 402.

At this time, the support server 100 provides information on staff members 402 who are able to serve customers at the scheduled start time and who have good performance in responding to the relevant task, according to the task box 511 and the scheduled start time box 521. is extracted and provided to the communication terminal 200 of the floor manager 401 as a selection candidate for the person in charge box 523. Here, the performance related to handling the business may be, for example, the contract acquisition rate for a specific product in past customer service events for the same business, and whether it is good or not with a predetermined standard value as a threshold. Such a judgment may be made. In this embodiment, information on products that are expected to be proposed at the customer service event for the business is determined in advance according to the type of business, and the performance related to the response to the business is determined in advance. Judgment as to whether performance is good or not shall be made based on the contract acquisition rate for materials. The performance of the staff member 402 can be derived based on the performance information accumulated in the performance DB 130. In addition, when input is made in the customer attribute area 512 and the contract information area 513 of the customer information area 502, not only the performance of the staff 402 but also the staff 402 and the customer whose available languages included in the characteristic information 305 match It is also possible to extract staff members 402 and the like who have good performance in this age group as selection candidates for the person in charge box 523. By doing so, the floor manager 401 can more efficiently select the person in charge when a customer visits the store, and can easily allocate the person to the appropriate staff member 402.

Note that in this embodiment, when input is made in the job box 511 and the scheduled start time box 521, the selection candidates in the person in charge box 523 are limited to the corresponding staff member 402. is not limited to this. The floor manager 401 may be able to select a person more efficiently by, for example, changing the display order (sorting) so that the corresponding staff member 402 is placed at the top of the selection candidate list in the person in charge box 523.

The required time box 524 is configured to be able to set an arbitrary time. The required time box 524 may be configured to be able to set the required time in 15 minute increments, for example. Note that when the staff member 402 who will be in charge is selected in the person in charge box 523, the value in the required time box 524 is changed (automatically input) to the approximate required time according to the ability of the person in charge. It's fine. The estimated required time may be derived, for example, based on track record information regarding the most recent predetermined number of times of the same task for the relevant person in charge. Here, the value that is automatically input into the person in charge box 523 based on the selection by the person in charge is merely a reference value based on performance information, and the floor manager 401 may be able to change it at any time thereafter. Further, when inputs are made in the scheduled start time box 521 and the required time box 524, a time obtained by adding the required time to the scheduled start time is automatically input into the scheduled end time field 522.

After determining the person in charge and inputting the necessary information in the customer information area 502 and schedule area 503, when the floor manager 401 presses the update button 505, the support server 100 updates the screen 500. Customer service event information regarding the customer service event related to is officially registered in the customer service event DB 120. When a customer comes to the store, the floor manager 401 displays the screen 500 on the communication terminal 200 and inputs information into the customer information area 502 and schedule area 503. Although the customer service ID is assigned, the corresponding customer service event is still not displayed. Information is not stored in the customer service event DB 120. Therefore, while inputting information into the box described above on the screen 500, provisional customer service event information is held in the memory 103 of the support server 100, and is provided to the communication terminal 200 of the floor manager 401 based on the information. It is assumed that the information has been configured. Note that the reception status 323 of the customer service event information registered at this time is set before the customer service starts.

When the support server 100 registers new customer service event information in the customer service event DB 120, it notifies the communication terminal 200 of the user (staff 402) who is in charge of the customer service event of the customer service event. The notification may simply notify the customer of the customer's business related to the customer service event and the scheduled start time, or it may be configured to allow confirmation of other detailed information related to the customer service event. good. Further, when the customer service event information is registered, a rectangle indicating the schedule related to the customer service event information is arranged on the schedule list screen 600 shown in FIG. More specifically, the schedule list screen 600 is configured such that a rectangle of schedule related to customer service event information is arranged in the column of the person in charge of the customer service event, and each user can confirm the schedule.

(until information)
When the registration of the customer service event information for the customer who visited the store is completed, the floor manager 401 conducts further interviews with the customer as necessary, and displays the information on the screen 500 before the scheduled start time of guiding the customer to the counter where the person in charge will respond. The information in customer information area 502 can be further updated. At this time, the floor manager 401 updates the information in the customer information area 502 with more detailed information obtained as a result of the information inquiry, if the information necessary for the information inquiry to the mobile network operator can be obtained from the customer. Good too.

(When serving customers)
When the staff member 402 assigned to the customer service event completes guiding the customer to the counter to be used, the staff member 402 inputs an input to start customer service on the communication terminal 200 to be used. The person in charge displays a schedule list screen related to his/her own support service on the communication terminal 200 that he or she uses, and selects a schedule related to the customer service event for which he or she will respond, thereby changing the display on the communication terminal 200 to the screen 700 shown in FIG. can be transitioned to. Then, on the screen 700, input to start customer service can be made.

Screen 700 has a configuration similar to screen 500 on which floor manager 401 inputs information when a customer visits the store, but is configured to allow input of merchandise to be proposed to the customer during customer service. As shown in the figure, a screen 700 includes a preliminary information area 701 where information entered at the time of visiting the store is displayed, a start button 702 for inputting the time when the person in charge actually started serving the customer, and a button 702 for inputting the end time. , a product selection area 704 for selecting the product to be proposed, and an update button 705 used to reflect various inputs to the customer service event information.

In the advance information area 701, a customer service ID 711, a person in charge name 712, a business matter 713, a scheduled start time 714, a scheduled end time 715, contract information 716, and special notes 717 are displayed for the corresponding customer service event. Since the various information displayed in the advance information area 701 is determined in advance, it may be configured such that it cannot be changed during customer service.

The timing at which the start button 702 and end button 703 can accept operation input is exclusively controlled, and only the start button 702 accepts operation input before the customer service event starts, and only the end button 703 accepts operation input after the customer service event starts. Possibly controlled. In response to the operation input to these buttons, an update request is transmitted to the support server 100, and information indicating the status of the customer service event (reception status 323, start time 324) is updated. Therefore, the person in charge can input an input to start customer service by inputting an operation to the start button 702 on the screen 700. At this time, information indicating this is sent to the support server 100 from the person in charge's communication terminal 200, the reception status 323 of the corresponding customer service event information is changed to "Customer service", and the current time is stored in the start time 324. . Further, the information on the elapsed time 325 is updated, for example, at predetermined time intervals at the time of the difference between the current time and the start time 324.

While serving the customer, the person in charge refers to the information displayed in the product selection area 704 on the screen 700 as appropriate and proposes products while dealing with the customer's business. The product selection area 704 includes priority products 721 that are intensively promoted by stores 400, mobile phone carriers, etc., such as products currently in a campaign or products with high profit margins, as well as other general products. 722 is arranged. In the example shown in the figure, Internet (optical line) connection services, power supply services, and credit card products are arranged as priority products 721, and general products 722 basically correspond to options. Incidental products are arranged. Here, since the priority product 721 is a product that can be proposed more actively than the general product 722, multiple types of options are arranged separately. On the other hand, the general merchandise 722 is a class of merchandise that is proposed according to the customer's preferences and values, for example, and is expected to have fewer opportunities to be proposed than the priority merchandise 721. On the screen 700, detailed sub-options are not arranged, but major categories of products are arranged.For example, combinations of sub-options can be selected on a separate screen (not shown) that is displayed after selecting the general product 722 item. It may be configured as possible.

By the way, there are a wide variety of products that a sales agent can propose, so in order to evaluate the process related to customer service, it is necessary to select and input the products proposed/to be made from among a variety of products. It is not realistic to force this on the person in charge while serving customers. Therefore, the items of merchandise arranged in the merchandise selection area 704 are changed according to the information in the customer information area 502 input by the floor manager 401 before the start of customer service. Products that are in demand by customers or that can lead to contract acquisition can be limited to a certain extent depending on the customer's business and contracted mobile phone carrier, or can be limited to a certain extent based on past contract records such as the customer's age group and family. You can analyze trends regarding composition, etc. Therefore, the support server 100 is arranged in the product selection area 704 on the screen 700 displayed on the communication terminal 200 of the person in charge during customer service, depending on the information acquired in the customer information area 502 before the customer service starts. Controls different products. This control also includes switching whether or not to display each item (optical line connection service, power supply service, credit card, etc.) arranged as the priority product 721.

In the example shown in FIG. 7, the request is "Model change" and the mobile network operator (carrier) with which the customer has a contract is "Company B", so all priority products 721 in the product selection area 704 are Among the priority products, only the items of optical line connection service, power supply service, and credit card products that offer discounts on Company B's usage fees are arranged. Further, in the general merchandise 722, only optional items provided by Company B are arranged.

The person in charge selects the proposed product from the products arranged in the product selection area 704 and inputs the operation input to the update button 705, thereby supporting information on the work content that will lead to his/her own evaluation. It can be transmitted to the server 100. In the example in Figure 7, the item of the product selected by the person in charge is shown in a different color to clearly identify it as the product for which the proposal was made (in the figure, the item is hatched). ).

By doing this, the time and effort required for the person in charge to input information is reduced, so that the information necessary for process management can be suitably collected even while serving customers. From another point of view, only products that can be effectively proposed to customers are lined up in the product selection area 704, which reduces customer service time, prevents staff from forgetting to make proposals (guidance), and promotes the education of inexperienced staff. In this way, customer service operations can be made more efficient. Furthermore, from the customer's perspective, proposals for unnecessary or uninteresting products are reduced, and products that are more beneficial to the customer are proposed, allowing customers to receive highly satisfying customer service.

(At the end of customer service)
When the customer service is completed by completing contracts for various products including business matters and necessary procedures, the person in charge enters an input to end the customer service on the communication terminal 200 used. The input to end the customer service is accepted by operating the end button 703 on the screen 700. When the person in charge inputs an operation to the end button 703, information to that effect is transmitted to the support server 100, and the reception status 323 of the corresponding customer service event information is changed to "Customer service completed", and the elapsed time is changed. 325 is fixed at the current time.

Thereafter, the display on the person in charge's communication terminal 200 transitions from screen 700 to screen 800 shown in FIG. The screen 800 is a screen for inputting results for inputting the products that resulted in the acquisition of a contract (contract) at the current customer service event. As shown in FIG. 8, the screen 800 includes a prior information area 801 similar to the prior information area 701 of the screen 700, a performance input area 802 for inputting proposal results for proposed products, and a customer service event for various inputs. It also includes an update button 803 used to reflect the information. In the performance input area 802, the key product result 811 is used to enter whether a contract was won or lost for the proposed key product, and whether the contract was won or lost for the proposed general product. General product results 812 are included.

In the priority product result 811, the proposed priority product is displayed in the proposed priority product 821, and the person in charge selects either the acquire proposal result button 822 or the lost order button 823 for the priority product. It can be entered depending on the Both the acquisition button 822 and the loss button 823 are in an unselected state in the initial state, and are controlled so that only one of them can be changed to a selected state. In other words, if the selection operation of the lost order button 823 is performed when the acquisition button 822 is in the selected state, the control is such that the lost order button 823 is in the selected state and the obtain button 822 is in the unselected state. . Therefore, the person in charge can easily input whether the contract has been won or the contract has been lost for the key product proposed for the customer service event.

On the other hand, in the general product results 812, items of the proposed general products are arranged, and the person in charge can check the coloring state by performing operation input on the item of the product for which a contract has been obtained among the general products. (for example, change the color of an item) and enter whether the contract was won or lost depending on the status.

After inputting the product proposal results for the customer service event handled on the screen 800, the person in charge can send the information on the performance related to the customer service event to the support server 100 by operating the update button 705. can. Although omitted in the example of screen 800 to facilitate understanding of the invention, information on sales when accessories for mobile phone terminals, etc. are sold in connection with a customer service event can be entered on screen 800. Good too. When the support server 100 receives the proposal result information, the result information 332 of the proposed product information 318 and the sales information 319 of the corresponding customer service event information are updated based on the information. Further, when result information 332 is stored in the customer service event information for all the proposed products, performance information related to the customer service event is generated based on the customer service event information and registered in the performance DB 130.

In this way, even when inputting proposal results at the end of customer service, the information displayed in the performance input area 802 is limited to the products that were proposed during customer service, and the screen 800 is displayed. You can easily complete the input of proposal results.

(Other information provided)
In addition to the function of providing information to the floor manager 401 and staff 402 (persons in charge) related to the actual work of customer service events, the support service of this embodiment provides various information even during the period when the actual work is not performed. It has a function that allows the user to confirm.

The first information provision function is a schedule management function related to store operation. This function provides schedule information of users belonging to one store 400 on the schedule list screen 600 shown in FIG. The schedule list screen 600 displays the schedules of employees including the floor manager 401. In the figure, columns for each user are arranged horizontally, and a time axis is provided vertically, indicating the customer service assigned to each user. A schedule related to an event is displayed in a rectangular shape.

In the example shown in FIG. 6, the schedule list screen 600 shows the schedule for the day of viewing, and shows a time line 601 for the current time. A rectangle related to each customer service event is configured based on the scheduled start time 321 and scheduled end time 322 of the corresponding customer service event information, and includes a display of the customer service ID and the business matter within the rectangle. Further, for a customer service event in which the customer service status 323 of the customer service event information is customer service, a customer service icon 602 is shown.

In addition to customer service events, the schedule list screen 600 also shows "rope play" indicating that training is being conducted, "fromane" indicating that the user is working as a floor manager 401, and information that the user is on break. Contains a "break" schedule that indicates the

The schedule list screen 600 is configured for each store, and the floor manager 401 and staff 402 who are dedicated to the store can use the communication terminal 200 to view the schedule list screen 600 related to the store to which they belong. On the other hand, a floor manager 401 belonging to a plurality of stores or an area manager 403 managing a plurality of stores can also view the schedule list screen 600 of other stores by performing an operation input to switch stores. Further, the schedule list screen 600 may be configured so that it can be switched and viewed not only for the schedule of the day but also for each day of the period in which customer service event information is managed in the customer service event DB 120.

The second information provision function is for the floor manager 401 to manage the current customer service status of the store 400. This function provides a list of customer service events currently being attended to at the store 400 (customer service events whose service status 323 is "Customer Service") on the customer service status screen 900 shown in FIG. On the customer service status screen 900, for each customer service event currently being attended to, a person in charge name 901, a customer ID 902, a task 903, an elapsed time 904, an end button 905 for instructing the end of the service, and a message proposed by the person in charge are displayed. A product selection status area 906 where the user can view available products and a prior information confirmation button 907 for confirming prior information are displayed.

The floor manager 401 uses the customer service status screen 900 to grasp the customer service status of the staff 402 currently serving customers, including what requirements, what products they propose, and how much time it takes. be able to. Based on the customer service status screen 900, the floor manager 401 determines whether support from the person in charge is needed, such as advice for obtaining a contract or information on suitable products, or whether or not the person in charge needs support for a customer service event that is taking too long. Able to handle substitutions.

Regarding personnel change, the procedure can be started by, for example, inputting an operation to the end button 905 placed at the target customer service event. When an operation input is made to the end button 905, the display of the communication terminal 200 of the floor manager 401 changes to a schedule list screen 1000 as shown in FIG. 10(a). On the schedule list screen 1000, a rectangle 1001 related to the target customer service event is displayed in an identifiable manner, for example, by highlighting, and the floor manager 401 displays the rectangle 1001 as the next person in charge (after change) as shown in FIG. 10(b). The schedule related to the change of the person in charge can be changed by moving the item to the column of ``Person in charge'' and performing an operation input on the save button 1002.

More specifically, when an operation input is made to the save button 1002, the support server 100 changes the person in charge ID 314 of the corresponding customer service event information to the user ID of the next person in charge, and updates the schedule information 315 and replacement information. 320 is also changed. The replacement information 320 can be changed, for example, by linking the person in charge before the change to the user ID of the person in charge, information on the time the person in charge was responding (elapsed time 325), and the agreement to obtain a contract before the change. This is done by storing the information on the products that were previously available. Further, changes to the schedule information 315 may include, for example, changing the service status 323 to pending customer service, resetting the scheduled start time 321 and scheduled end time 322, and resetting the elapsed time 325.

When the information input by the floor manager 401 regarding the change of person in charge is reflected, a notification is sent from the support server 100 to the communication terminal 200 used by each of the person in charge before the change and the person in charge after the change. The notification sent to the former communication terminal 200 indicates that a replacement has been instructed for the customer service event currently being attended to. The notification sent to the latter communication terminal 200 indicates an instruction to take over the customer service event that was being attended to by another staff member 402. The notification instructing the handover may include the scheduled start time 321, the business, advance information about the customer, information on proposed products before the change, and the like.

When the person in charge after the change takes over the counter related to the customer service event to be taken over, the person in charge operates the communication terminal 200 to display the screen 700 related to the customer service event and inputs the input to start serving the customer, as in the case of customer service. In other words, when the person in charge after the change makes an operation input to the start button 702, in the support server 100, the reception status 323 of the corresponding customer service event information is changed again during customer service, and the start time 324 is changed to the current time. is stored. Further, the information on the elapsed time 325 is updated at a predetermined time interval, for example, at the time of the difference between the current time and the start time 324.

Note that the products placed in the product selection area 704 on the screen 700 after the replaced staff starts serving customers are based on the information in the customer information area 502 originally entered by the floor manager 401, as well as the information from the staff before the replacement. It may be changed based on the result of the product proposal by the person in charge.

Furthermore, in the present embodiment, the explanation has been made assuming that the staff change is performed by moving the rectangle 1001 related to the customer service event on the schedule list screen 1000 related to the store 400. The columns may be limited to the person in charge before being replaced and the staff member 402 who is available for customer service at the current time and has a good performance in dealing with the relevant matter. As a result, the floor manager 401 can select a new person from among the more appropriate staff members 402, just as when a customer visits the store.

Furthermore, the change of person in charge is not limited to the manner in which the rectangle 1001 related to the customer service event on the schedule list screen 1000 is moved. It may also be done by inputting the person's name.

The third information provision function is the ability to view the aggregated results of customer service work. This function is mainly provided to the floor manager 401 and the area manager 403, and for example, it is possible to check the number of contracts acquired for each product, contract winners, contract acquisition rate/loss rate, number of proposals, etc. do. The total result may be, for example, one in which the results of the day are totaled and can be checked in real time (breaking news), or one in which the results can be checked in predetermined time units such as monthly or weekly units. In the business support system of this embodiment, performance information is accumulated in the manner shown in FIG. Generate and provide it according to the permissions granted to the role. For example, in a mode viewed by the area manager 403, it is possible to compare performance among a plurality of stores managed by the area manager 403, and to display aggregate results of performance for each area. With this function, it is possible to suitably evaluate store operations and staff processes, and streamline decisions on sales strategies for stores and regions, as well as decisions on guidance policies for each staff member.

《Information provision processing》
Hereinafter, the information providing process for providing information (display information) for displaying a screen related to support services on the communication terminal 200 when a customer service event is held, which is executed in the support server 100 of this embodiment, will be explained. The specific process will be explained using the flowchart No. 11. The processing corresponding to the flowchart can be realized by the control unit 101 reading out a corresponding processing program stored in, for example, the storage device 102, loading it into the memory 103, and executing it. This information provision process will be explained as being started when a request to provide display information related to the support service is received, for example, from the communication terminal 200 with which a session has been established by logging into the support service.

The request to provide display information is triggered by an operation input to transition to the various function screens mentioned above or an operation input to reflect information input on various screens in customer service event information, etc. It is assumed that the information is transmitted to the support server 100 from the communication terminal 200 where the operation input has been made. Therefore, the provision request can be sent to the support server 100 along with other information depending on the situation, such as information on a customer service ID that specifies customer service event information and information for updating customer service event information.

In addition, in the following description, in order to facilitate understanding of the invention, this information provision process will provide communication information used by floor managers 401 and persons in charge (staff 402) who perform operations related to customer service events to users. The description will be made assuming that the process includes only the process of providing display information to the terminal 200. However, the implementation of the present invention is not limited to this, and the information provision process includes a process of providing display information related to the customer service event to the staff 402 and the area manager 403 other than the person in charge. Needless to say, it's fine.

In S1101, the control unit 101 identifies the role of the user who uses the communication terminal 200 that transmitted the provision request. More specifically, the control unit 101 obtains the user ID of the logged-in user for the session in which the provision request has been received, and refers to the role information 304 of the user information managed in the user DB 110 for the user ID. , identifies the role of the user who uses the communication terminal 200 that transmitted the provision request.

In S1102, the control unit 101 determines whether the role of the user identified in S1101 is the floor manager 401. When the control unit 101 determines that the user's role is the floor manager 401, the process moves to S1103, and when it determines that the user is not the floor manager 401, that is, the user is a staff member 402, the process moves to S1104.

In S1103, the control unit 101 executes first generation processing related to generation of display information for the floor manager 401.

<First generation process>
Here, details of the first generation process executed in this step will be explained with reference to the flowchart of FIG. 12.

In S1201, the control unit 101 determines whether the received provision request is based on an operation input regarding a specific customer service event. The determination in this step is based on whether or not the customer service ID is received together with the received provision request. That is, in this step, the control unit 101 determines whether the received provision request is a request to provide display information regarding customer service event information or provisionally generated customer service event information. If the control unit 101 determines that the received provision request is based on an operation input for a specific customer service event, the process moves to S1202, and if it determines that this is not the case, the process moves to S1211.

In S1202, the control unit 101 refers to the reception status 323 of the customer service event information to which the customer service ID is attached, based on the customer service ID received with the provision request, and determines whether or not the customer service has not yet started. Here, the customer service event information includes provisional customer service event information held in the memory 103 in addition to information already registered in the customer service event DB 120. If the control unit 101 determines that the reception status 323 of the customer service event information attached with the customer service ID indicates that the customer service has not yet started, the process moves to S1203, and if it determines that the customer service has not yet started, the process moves to S1208. Note that in the first generation process of the present embodiment, a request to provide display information that is made for a customer service event that is not before the start of customer service is a request to provide display information regarding a staff change for a customer service event during customer service. It will be explained as follows.

In step S1203, the control unit 101 determines whether the received provision request was made based on an operation input related to updating customer information or scheduled start time. That is, in this block, the control unit 101 controls the input made to the customer information area 502 or the scheduled start time box 521 on the screen 500 based on the operation input made to the update button 505 in order to reflect the input made to the customer service event information. Determine whether or not. The determination in this step is made based on whether the information received along with the provision request includes information that changes the value input in the customer information area 502 or the scheduled start time box 521. If the control unit 101 determines that the received provision request was made based on an operation input related to updating customer information or scheduled start time, the control unit 101 moves the process to S1204; The process moves to S1205.

In S1204, the control unit 101 updates the information corresponding to the customer service event information based on the information received along with the provision request, and identifies the staff member 402 who is appropriate to be in charge of the customer service event based on the updated information. Then, the control unit 101 generates display information including the list of the staff member 402, and completes the first generation process.

On the other hand, if it is determined in S1203 that the received provision request was not made based on an operation input related to updating the customer information or the scheduled start time, the control unit 101 determines in S1205 that the service request for the customer service event to be performed is Determine whether all the information necessary for starting has been entered. The judgment in this step is whether or not the information received along with the provision request provides valid values for at least the information of the person in charge of customer service event information 314, schedule information 315, business information 316, and customer information 317 necessary for starting customer service. It is based on whether or not. If the control unit 101 determines that all the information necessary to start customer service regarding the customer service event to be held has been input, the process moves to S1206, and if it determines that there is information that has not been input yet, the process moves to S1207. .

In S1206, the control unit 101 updates information corresponding to the customer service event information based on the information received along with the provision request, and registers the updated customer service event information in the customer service event DB 120. Further, the control unit 101 generates display information based on the registered customer service event information as necessary, that is, when operation input related to the screen 500 is continued on the communication terminal 200 used by the floor manager 401. Then, the first generation process is completed.

On the other hand, if it is determined in S1205 that there is information that has not been input yet, in S1207 the control unit 101 updates the information corresponding to the customer service event information based on the information received with the supply request, and updates the information corresponding to the customer service event information based on the updated information. Display information is generated and the first generation process is completed.

Further, if it is determined in S1202 that the reception status 323 of the customer service event information is not before the start of customer service, the control unit 101 determines in S1208 that the received provision request is based on an operation input to the end button 905 of the customer service status screen 900. Determine whether or not. If the control unit 101 determines that the received provision request is based on an operation input to the end button 905, the process moves to S1209; If it is determined that it is based on the operation input, the process moves to S1210.

In S1209, the control unit 101 generates display information for the schedule list screen 1000 for personnel change, and completes the first generation process.

On the other hand, if it is determined in step S1208 that the received provision request is not based on an operation input to the end button 905, the control unit 101 changes the corresponding customer service event information regarding the change of person in charge in step S1210. More specifically, the control unit 101 changes the person in charge ID 314 of the corresponding customer service event information to the user ID of the next person in charge, and changes the schedule information 315 and replacement information 320. In addition, the control unit 101 generates display information regarding the customer service status screen 900 and displays the information as needed, that is, when the customer service status screen 900 continues to be viewed on the communication terminal 200 used by the floor manager 401. The first generation process is completed.

On the other hand, if it is determined in S1201 that the received provision request is not based on an operation input for a specific customer service event, the control unit 101 determines in S1211 that the received provision request is not based on the screen 500 related to a new customer service event. It is determined whether the transition is based on an operation input related to the transition. That is, in this step, the control unit 101 determines whether the received provision request is a provision request sent in response to an operation input for displaying the screen 500 for new information input when a customer visits the store. to decide. If the control unit 101 determines that the received provision request is based on an operation input related to transition to the screen 500 related to a new customer service event, the process moves to S1212; If it is determined that the transition to screen 900 is based on an operation input, the process moves to S1213.

In S1212, the control unit 101 automatically assigns a customer service ID for the provisional customer service event information scheduled to be registered in the customer service event DB 120, and generates display information for the screen 500 including the customer service ID.

On the other hand, in S1211, if it is determined that the received provision request is not based on an operation input related to screen transition related to a new customer service event, the control unit 101 in S1213 displays information for display regarding the customer service status screen 900. The first generation process is completed. More specifically, the control unit 101 generates display information for the customer service status screen 900 based on customer service event information whose service status 323 is "Customer Service" among the customer service event information registered in the customer service event DB 120. .

On the other hand, if it is determined in step S1102 of the information provision process that the user's role is the staff member 402, the control unit 101 executes a second generation process related to the generation of display information for the person in charge in step S1104.

<Second generation process>
Here, details of the second generation process executed in this step will be explained with reference to the flowchart of FIG. 13. In order to facilitate understanding of the invention, the communication terminal 200 used by the person in charge displays a screen 700 related to the customer service event for which he/she is in charge, and displays the customer service ID of the customer service event for which he/she is in charge along with the provision request from the communication terminal 200. shall be received.

In S1301, the control unit 101 refers to the reception status 323 of the customer service event information to which the customer service ID is attached, based on the customer service ID received along with the provision request, and determines whether the customer service is before starting, in progress, or finished. to judge. If the control unit 101 determines that the reception status 323 of the customer service event information indicates that the customer service has not started, the process moves to S1302; if it determines that the customer service is in progress, the process moves to S1304; and if the customer service has ended, the process moves to S1304. is moved to S1307.

In S1302, the control unit 101 determines whether the received provision request is based on an operation input to the start button 702 on the screen 700 related to a customer service event. If the control unit 101 determines that the received provision request is based on an operation input to the start button 702, the process moves to S1303, and if it determines otherwise, it completes the second generation process.

In S1303, the control unit 101 stores the current time in the start time 324 of the corresponding customer service event information, and changes the service status 323 to ``Customer Service''. Then, the control unit 101 generates display information indicating that customer service has started, and completes the second generation process.

On the other hand, if it is determined in S1301 that the reception status 323 is in service, the control unit 101 determines in S1304 whether the received provision request is based on an operation input to the end button 703 on the screen 700. . If the control unit 101 determines that the received provision request is based on an operation input to the end button 703, the process moves to S1305, and if the request is not, that is, it is related to the reflection of the proposed product selected during customer service. If it is determined that it is based on the operation input (operation input on the update button 705), the process moves to S1306.

In S1305, the control unit 101 fixes the elapsed time 325 of the corresponding customer service event information to the difference between the current time and the start time 324, and changes the service status 323 to ``completed customer service''. Then, the control unit 101 generates display information for the screen 800 for inputting the proposal results of each product, and completes the second generation process.

On the other hand, if it is determined in S1304 that the provision request is not based on the operation input for ending customer service, the control unit 101 determines in S1306 that the corresponding customer service event information is The proposed product information 318 is updated. More specifically, the control unit 101 adds the product ID 331 of the selected product to the proposed product information 318. Further, in order to continue displaying the screen 700 on the communication terminal 200 used by the person in charge, the control unit 101 generates display information based on the corresponding customer service event information and completes the second generation process.

On the other hand, if it is determined in S1301 that the reception status 323 indicates that the customer service has ended, the control unit 101 updates the proposed product information 318 of the corresponding customer service event information in S1307 based on the information of the proposal result received with the provision request. do. That is, the control unit 101 determines that the proposal request received when the reception status 323 of the customer service event information is ``completed customer service'' is based on the operation input to the update button 803 on the screen 800, and the person in charge inputs the result. Based on the information on the proposal result input in the area 802, the information on the proposal result is stored in the result information 332 associated with the corresponding product ID 331 of the proposed product information 318, and the customer service event information is updated. Further, the control unit 101 generates display information regarding the screen 800 and performs the second generation process as necessary, that is, when the screen 800 is continued to be viewed on the communication terminal 200 used by the person in charge. Complete.

In this way, when the display information is generated by the first generation process or the second generation process, the control unit 101 transmits the display information to the communication terminal 200 that sent the provision request in S1105 of the information provision process, Complete the information provision process.

As explained above, according to the business support device of the present embodiment, it is possible to support suitable business execution by providing appropriate information according to the viewer's role and the progress status of customer service work. In addition, by accumulating experience in customer service work in this way, we can appropriately evaluate the characteristics and abilities of staff, and provide feedback on selecting appropriate staff for future customer service work and suggesting products that match customers. Can be done.

[Modification 1]
In the embodiment described above, a mode has been described in which the merchandise to be proposed to the customer is selected by the staff member 402 who is in charge, but the implementation of the present invention is not limited to this. Since the selection of products to be proposed to customers depends on the customer service experience of the person in charge, there is a possibility that suitable products may not be proposed. For this reason, the floor manager 401 may be configured to be able to accept instructions for merchandise to be proposed by the person in charge during the period from the customer's visit to the customer's guidance. That is, items of merchandise may be arranged on the screen displayed on the communication terminal 200 used by the floor manager 401 when a customer visits the store, and the floor manager 401 may be configured to be able to select suitable merchandise. In this case, information on the product selected by the floor manager 401 is stored in the proposed product information 318 of the customer service event information, and the product selection area of the screen 700 displayed on the communication terminal 200 used by the person in charge during customer service. It is displayed in an identifiable manner at 704 .

[Modification 2]
In the embodiment described above, it was explained that input of the proposal result (contract acquisition/contract loss) for each proposed product is accepted on a separate screen that changes after the operation input related to the end of customer service is made, but the present invention The implementation is not limited to this. The proposal results may be input during customer service, for example, from a submenu displayed when selecting a product.

[Other embodiments]
The invention is not limited to the above-described embodiments, and various modifications and changes can be made within the scope of the invention.

100: Support server, 101: Control unit, 102: Storage device, 103: Memory, 104: Communication I/F, 110: User DB, 120: Customer service event DB, 130: Results DB, 200: Communication terminal, 210: User , 300: Network

Claims (10)

A business support device that provides display information regarding customer service at a store to a communication terminal used by a user,
A management means for generating customer service event information for each customer service job to manage the customer service content and progress of the customer service job;
Receiving means for receiving, from the communication terminal, a user input related to customer service work and a request to provide the display information regarding at least one customer service event information;
first identifying means for identifying the role of the user who uses the communication terminal that transmitted the provision request;
a second specifying means for specifying corresponding customer service event information that is the customer service event information corresponding to the provision request from among the customer service event information managed by the management means;
a generating unit that generates the display information based on the corresponding customer service event information specified by the second specifying unit, on condition that the receiving unit receives the provision request;
providing means for providing the display information generated by the generating means to the communication terminal that has transmitted the provision request;
has
The management means updates corresponding customer service event information based on the user input received by the reception means,
The generating means generates the display information according to the role of the user specified by the first specifying means and the progress status of the corresponding customer service event information specified by the second specifying means. A business support device characterized by having different contents. The receiving means receives, as the user input, advance information indicating at least one of the customer's business, attributes, and contract status before the customer service starts.
The display information provided when the progress status is customer service includes options for merchandise to be proposed to the customer;
2. The generating means is configured to vary the selection of the merchandise to be included in the display information based on the prior information received regarding the customer service related to the corresponding customer service event information. business support equipment. The user roles include a first role of actually being in charge of customer service work, and a second role of determining a person in charge of customer service work from among the users in the first role,
3. The management means generates the customer service event information on the condition that the advance information is received from the communication terminal used by the user in the second role. Business support equipment. The provision request received from the communication terminal used by the user in the second role includes a request to view the customer service content of one or more customer service jobs whose progress status is customer service,
The generating means is configured to generate, for each of the one or more customer service tasks, information on a user in charge of the customer service task, elapsed time of customer service, and a proposal when the provision request requesting viewing of the customer service content is received. 4. The business support device according to claim 3, wherein the display information includes information on the products that have been displayed. The display information generated in response to the provision request for viewing the customer service content includes an element for receiving an instruction to change the person in charge for each of the one or more customer service tasks. The business support device according to item 4. The generating means receives the provision request together with the user input related to the end of customer service from the communication terminal used by the user in the first role when the progress status of the corresponding customer service event information is customer service in progress. generating the display information for accepting the user input of the proposal result with respect to the product proposed in the customer service related to the corresponding customer service event information;
5. The business support device according to claim 4, further comprising an accumulation means for accumulating customer service work results based on user input of the proposal result received by the reception means. The display information provided to the communication terminal used by the user in the second role when the customer service task has not yet started includes the choices of the user in the first role who is to be in charge of the customer service task. ,
When the generation means receives the prior information from the communication terminal used by the user in the second role, the generation means generates a message based on the customer service work performance accumulated in the storage means in relation to the prior information. 7. The business support apparatus according to claim 6, wherein the display information includes different choices for the user of the first role. A control method for a business support device that provides display information regarding customer service at a store to a communication terminal used by a user, the method comprising:
a management step of generating customer service event information for each customer service job to manage the customer service content and progress of the customer service job;
a receiving step of receiving, from the communication terminal, a user input related to customer service work and a request to provide the display information regarding at least one customer service event information;
a first identifying step of identifying the role of the user who uses the communication terminal that transmitted the provision request;
a second specifying step of identifying corresponding customer service event information that is the customer service event information corresponding to the provision request from among the customer service event information managed in the management step;
a generation step of generating the display information based on the corresponding customer service event information specified in the second specifying step, on the condition that the provision request is received in the receiving step;
a providing step of providing the display information generated in the generating step to the communication terminal that has transmitted the provision request;
has
In the management step, corresponding customer service event information is updated based on the user input received in the reception step,
In the generating step, the display information is generated according to the role of the user specified in the first specifying step and the progress status of the corresponding customer service event information specified in the second specifying step. A control method characterized by varying the contents of. A program for causing a computer to function as each means of the business support device according to any one of claims 1 to 7. A business support system including a communication terminal used by a user and a business support device that provides display information regarding customer service at a store to the communication terminal,
The business support device includes:
A management means for generating customer service event information for each customer service job to manage the customer service content and progress of the customer service job;
Receiving means for receiving, from the communication terminal, a user input related to customer service work and a request to provide the display information regarding at least one customer service event information;
first identifying means for identifying the role of the user who uses the communication terminal that transmitted the provision request;
a second specifying means for specifying corresponding customer service event information that is the customer service event information corresponding to the provision request from among the customer service event information managed by the management means;
a generating unit that generates the display information based on the corresponding customer service event information specified by the second specifying unit, on condition that the receiving unit receives the provision request;
providing means for providing the display information generated by the generating means to the communication terminal that has transmitted the provision request;
has
The communication terminal is
transmitting means for transmitting the user input and the provision request;
Display means for displaying based on the display information provided by the providing means;
has
The management means updates corresponding customer service event information based on the user input received by the reception means,
The generating means generates the display information according to the role of the user specified by the first specifying means and the progress status of the corresponding customer service event information specified by the second specifying means. A business support system characterized by having different contents.

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