JP6672402B2 - Customer support system using SNS pictogram, management server, management method - Google Patents

Description

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

  2. Description of the Related Art In recent years, the spread of SNS (Social Networking Service) has been remarkable. The SNS has not only been used as a communication tool for transmitting information and sharing information, but has also been used in various ways. For example, there is a method of using as an information center in the event of a disaster or crowdfunding for raising funds from the public. The applicant has also proposed a method in which the SNS system and the financial institution system are linked to allow a user to make a financial transaction from the SNS. For example, Patent Literature 1 proposes a system in which a financial transaction such as a bank transfer can be performed using a natural language message from an SNS system. Further, in Patent Document 2, registration of an event and recruitment of participants from the SNS system are accepted by the system of the financial institution, and the payment of the participation fee of the event is accepted by the system of the financial institution. It proposes a system to notify the event organizer user along with the symbol. Patent Literature 3 proposes a new product purchase system using pictorial symbols of SNS.

Japanese Patent No. 5701107 JP-A-2005-197720 Japanese Patent Application No. 2006-133377

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

In order to solve the above problems, the present invention provides the following solutions.
(1) A management server in a customer support system,
In response to receiving a purchase request when a purchaser decides to purchase a product or service at a store, a talk room generating means for generating a talk room for recording a message between the purchaser and
The talk room generating means generates a talk room for each product or service and generates a talk room in which a plurality of products or services are classified by category.

(2) The method further includes means for reflecting a posting to one of the talk room for each category and the talk room for each product or service to the other.

(3) In the configuration of (2), the category is at least one of a specific store, a specific time, and a specific product category.

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

It is a figure showing the basic image of the system which supports a customer using a talk room concerning an embodiment of the present invention. It is a figure showing functional composition of a talk room management server concerning one embodiment of the present invention. It is a figure for explaining the registration method of a duplicate key stamp. FIG. 9 is a diagram for explaining a method for generating a one-time duplicate key stamp. It is a figure for explaining another registration method of a duplicate key stamp. It is a figure showing an example of data composition stored in a talk room DB of a talk room management server. It is a figure which shows an example of the flow of a process between a purchaser, a store, and a delivery company from goods purchase to delivery. It is a figure which shows another example of the flow of a process between a buyer, a store, and a delivery company from goods purchase to delivery. FIG. 11 is a diagram illustrating an example of a processing flow when a credit card company other than the purchaser and the store is joined to the talk room when the payment method of the commodity price is a credit card. FIG. 11 is a diagram illustrating an example of a processing flow between a purchaser, a store, and a maker when repair of a product is necessary. It is a figure showing an example of the talk screen in the settlement at the time of product purchase. It is a figure showing an example of a talk screen from purchase of goods to purchase of expendable supplies. It is a figure showing an example of the talk screen in after-sales service after goods purchase. It is a figure showing the example of use of the duplicate key stamp in the delivery service after goods purchase. FIG. 2 is a diagram schematically illustrating a functional configuration of a login system for realizing a login stamp. FIG. 9 is a diagram illustrating a specific example of a login screen using a login stamp. FIG. 4 is a diagram schematically illustrating a functional configuration for realizing automatic startup of a web page with a login stamp.

  Hereinafter, embodiments for implementing the present invention (hereinafter, embodiments) will be described in detail with reference to the accompanying drawings. In the following drawings, the same components are denoted by the same reference numerals throughout the description of the embodiments. Further, in the diagram of the functional configuration, the arrows between the functional blocks indicate the data flow direction or the processing flow direction. In the processing flow chart (flow chart), the processing order of each step may be changed as long as the relationship between the input and output of each step is not impaired.

(Basic image)
FIG. 1 is a diagram showing a basic image of a system that supports customers using a talk room (hereinafter, referred to as the present system). The “talk room” is a storage area for recording messages (talks) exchanged between users in conversational form in an application on the SNS, and a screen for displaying the storage area. The talk room establishment person designates one or more participants. When a talk room is opened, designated participants can “enter” and “leave” the talk room at any time, and conversations in the talk room can be performed while entering the talk room. Participants can browse at any time. Of course, even a participant who has left the room can re-enter the room when necessary.

  When an individual decides to purchase a product or service (hereinafter, may be referred to as a "product etc."), the talk room of the present system is generated for each individual and the purchased product or service. Various businesses related to the product, such as a delivery company, a manufacturer, a service / maintenance company (in some cases, including a store or an insurance company other than the store where the purchase was made), and individuals are using SNS messages (not only text but also images) And voice) can be used to exchange information about the product or the like. The “individual” here includes not only a person who actually purchased the product or the like, but also a person who has transferred the product from the purchaser (referred to as a “successor”). In addition, the term “product” as used here refers to houses, housing equipment, home appliances, personal computer-related products, multifunction devices, furniture, pets (living bodies), motorcycles, cars, sports equipment, massage machines, etc. It is a product that is likely to be maintained and requires maintenance and support after purchase. Of course, if the product requires maintenance or support, products other than the above and related products (such as optional items) may be included. The “service” here includes almost all services other than transient services. A typical example is a loan for a new house or renovation.

  For example, suppose that an electric home appliance (for example, a vacuum cleaner) is purchased at an online store (a virtual store only on the Internet and an online sales department of a real store), a payment method is selected together with the product information of the vacuum cleaner (the payment method is a credit card). In the case of (1), the settlement (including the settlement), the delivery date, the designation of the delivery time, etc. (exchange of information) occur with the store side. Then, after the product is shipped, a report of the delivery status and a report of redelivery in the absence are generated from the delivery company. In addition, after the product arrives, various exchanges such as contacting if there is an initial defect, inquiries on how to use the product or purchasing consumables such as filters during use, and requesting repairs in the case of failure, other than stores It may also occur with businesses.

  Talkroom attendees (the buyer and the store at the outset) can invite a third party to the talkroom, so using the talkroom as a way to help their customers Support across multiple operators can be performed smoothly. For example, when a store has a question about a purchased product and needs to contact the manufacturer, the store obtains the consent of the purchaser and invites the manufacturer (such as a customer support center) to this talk room. By doing so, the buyer can subsequently exchange messages directly with the manufacturer. Of course, the store can know the exchange of the message. By doing so, it is possible to confirm the exchange between the participants other than yourself while the parties are involved. For stores, what is sold in their own stores is properly maintained and used for a long time, whether there are many failures, if there are many failures, what kind of failures are common, what kind of consumables It is also possible to know whether the order is placed at the right time. Such information can be used for product description when selling products at the own store, and can also be used for reviewing purchased products.

  In addition, when the store receives a question about a related product that is not handled by its own store, another store that handles the related product can be invited to the talk room. In addition, in the case of a product such as a car that requires insurance at a high price, an insurance company can be invited to the talk room. In addition, the successor who has been transferred the product can take over the status of the purchaser, obtain the same support, and know the history information (for example, repair history) of the product before the succession. In addition, the purchaser can make a family member or a friend participate in the talk room, receive advice on a product, or provide product information.

  In this way, the present system can provide customer support consistently from product purchase to subsequent maintenance using the SNS talk room. In addition, the talk room of this system can be maintained until the product is destroyed or disappears, and supports customers throughout the product life cycle, functioning as a so-called “product life cycle support system”. be able to.

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

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

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

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

  The user stamp registration unit 102 (user-side pictogram registration unit) includes a stamp, an icon, a symbol, an illustration, a photograph, and other images (hereinafter, these are collectively referred to as “stamp” or “pictogram”). Is provided as a user's registration stamp (registered pictogram) in the management server. Specifically, it receives electronic data of the picture of the stamp prepared by the user, adds identification information (ID) to the stamp, and stores the stamp in the user information DB 103.

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

  The operator system communication unit 104 controls communication with the operator system 20, receives an operator ID, a login password, and the like from the operator system 20, and authenticates the operator.

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

  The business information DB 106 is a database that stores business information such as business ID, login password, business location, name, etc., registration stamp ID, and business-side duplicate key stamp information for each business.

  The duplicate key stamp registering means 107 (a duplicate key pictogram registering means) reads the user's duplicate key stamp information stored in the user information DB 103 and the business side's duplicate key stamp information stored in the business information DB 106, and reads the user registration stamp. The user is allowed to select one of the business registration stamps, and only when both are ready, register one or a combination of multiple stamps as a “key” for executing a specific process. FIG. 3A is a diagram for explaining the registration method of the duplicate key stamp.

  As shown in the figure, if the user selects a registration stamp A2 on the user side and a registration stamp B4 on the business side, a specific stamp is provided only when these two stamps are presented at once from the user side and the business side. The combination of this specific stamp is stored in both registered stamp information as processing, for example, as authentication means when purchasing with a credit card, or as authentication means for being a successor. Credit card information may be linked to a duplicate key stamp on the user side, and a duplicate key stamp may be defined for each credit card. For example, when the user wants to pay the commodity price with the credit card X, the user uses the combination of the registration stamp A2 on the user side and the registration stamp B4 on the business side (store side) as a duplicate key. A combination of the registered stamp A3 on the side and the registered stamp B1 on the store side is used as a duplicate key.

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

  FIG. 3B is a diagram for explaining a method of generating a one-time duplicate key stamp. The one-time duplicate key stamp is generated from the registered duplicate key stamp (registered duplicate key symbol). In other words, the registered duplicate key stamps on the user side and the business side are converted according to a predetermined rule to generate respective one-time duplicate key stamps (one-time duplicate key pictograms). In the example in the figure, the registered duplicate key stamp is a pattern of a turtle and a rabbit, but the one-time duplicate key stamp is a composite image of a pattern (in the example of the figure, a person or leaf pattern) having common elements in each registered duplicate key stamp. It has been generated. The image of the picture to be added may be another registered stamp. By doing so, the correct combination of the one-time duplicate key stamp can be inferred as long as only the combination of the registered duplicate key stamp is memorized. Therefore, even if a different one-time duplicate key stamp is displayed each time, the corresponding one-time duplicate key stamp can be correctly selected from the candidate stamps. It goes without saying that the display and change of the duplicate key stamp information are separately managed by strict authentication means (such as fingerprint authentication).

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

  Further, even if there is no image of an appropriate product in the product information DB, an image can be separately obtained from the keyword of the product, combined with the user registration stamp, and a duplicate key stamp can be generated. In the example shown in the figure, a duplicate key stamp A2-B4 is generated from an image that can be obtained from the user registration stamp A2 and the keyword (bag) of the product B4. Such a method of registering a duplicate key stamp has an advantage that the business operator does not need to prepare a registration stamp, and the duplicate key stamp can be synthesized by the user. However, the duplicate key stamps generated in this way deviate from the original purpose of authenticating each other, and the method of using them will be described later.

  Returning to FIG. 2, the duplicate key stamp determining means 108 (representative key symbol determining means) matches stamps presented by both the user and the business in a specific transaction in a talk room (talk screen), and generates duplicate key stamp information. Has a function of determining whether or not the combination matches the combination registered in step (1), and executing a specific transaction only when it is determined that the combination matches. Here, the specific transaction is used not only for payment with a credit card, but also for authentication of succession of a purchaser, authentication of a guarantee of a product, and the like. When the purchaser transfers the product to another person by resale or the like, the information of the registered duplicate key stamp may be transferred to the successor, or the successor may newly register the duplicate key stamp again. .

  In the authentication of the product warranty, when the product arrives at the buyer, the duplicate key stamp of the warranty is registered between the buyer and the store. In this way, an accurate warranty period can be presented to the purchaser. It also prevents forgery of the warranty.

  The talk room management unit 110 includes a talk room generation unit 111 that generates a dedicated talk room for each user and each product or service when purchasing a product or service, and a talk room entry that manages entry and exit of a participant in the talk room. Exit management means 112, user inheritance means 113 for inheriting the transferred user as a new purchaser when the user who is the purchaser transfers the product to another user by reselling the product, etc., and the product is discarded. When there is a situation or when other circumstances occur, a talk room erasing unit 114 is provided which erases all information of the talk room in response to a request from the user.

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

  When the talk room entry / exit management means 112 detects information indicating that the work of the business is completed (for example, when a message indicating the completion of the work is posted or when the message is not posted for a predetermined period of time) Has a function to leave the operator from the talk room. Although illustration is omitted, “business succession means” may be provided. Business succession occurs due to business mergers and business transfers.

  Although not shown, the talk room management means 110 associates a plurality of talk rooms with each other, and projects (reflects) a message posted in the related talk room to another talk room. A "talk room projection means" may be provided, and a "talk room search means" capable of efficiently searching a long-lived talk room with a keyword or a stamp.

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

  Existing SNS talks, such as LINE (registered trademark), cannot modify a message or stamp once sent, but in the talk room of the present system, if the other party is unread, the message or stamp can be modified or deleted (modified In this case, "edited" is displayed in the message status), so that even if a message or stamp is posted by mistake, it is possible to deal with it. Further, the talk room name is automatically generated from the product ID (service ID), the product name (service name), the purchaser ID or the purchaser name, but may be changed to a name that can be easily identified by the purchaser. Of course, the names in the talk room of the business person including the purchaser and the purchase store can be similarly changed to those that can be easily identified.

  The functional configuration of the present system described above is merely an example, and one functional block (database and functional processing unit) may be divided, or a plurality of functional blocks may be collectively configured as one functional block. Good. In the computer system, each function processing unit includes a CPU (Central Processing Unit) built in a server or a terminal device in a storage device such as a ROM (Read Only Memory), a flash memory, an SSD (Solid State Drive), or a hard disk. The stored program is read out, and is realized by a program executed by the CPU. That is, each of the function processing units reads and writes necessary data such as a table from a database (DB; Data Base) stored in a storage device or a storage area on a memory. (For example, an input / output device, a display device, and a communication interface device). Further, the database (DB) in the embodiment of the present invention may be a commercial database, but also means a mere collection of tables and files, and the internal structure of the database does not matter.

(Processing flow)
Hereinafter, the flow of processing between the participants of the present system will be described. The numbers in circles in the following drawings indicate the order of the processing steps, and correspond to the numbers in parentheses below. Unless otherwise specified, the “purchaser” refers to the purchaser of the product itself or the terminal of the purchaser (user terminal 10), and the “store” refers to the system of the purchase store (store system 20a) or in some cases. Represents the clerk of the store. However, the actual processing may be performed by the management server, and the result may be transmitted to the user terminal 10 or the store system 20a, and on the talk screen, it may appear as if the processing was performed by the user terminal 10 or the store system 20a.

Also, “S _A ” is the stamp of the purchaser, “S _B ” is the stamp of the purchase store, “ _Ska ” and “S _c ” are the stamps of the credit card company, “S _delivery ” is the stamp of the delivery company, "S _coercive" is intended to refer to a stamp during the manufacturer's warranty period, it may be automatically displayed when commodity is in the warranty period when the manufacturer or service provider has entered. Of course, the stamp may be automatically deleted when the warranty period is not in effect. In particular, “S _A ”, “S _B ”, and “S _c ” respectively represent “duplicate key stamps” registered in advance as duplicate keys.

FIG. 5 is a diagram illustrating an example of the flow of processing between a purchaser, a store, and a delivery company from product purchase to delivery. In this case, the system performs the following processing. However, some of the steps include steps performed by humans (the same applies hereinafter).
(1) Transmit a product purchase screen from the store (at this stage, no talk room has been generated yet).
(2) If the buyer decides to purchase, in the case of one-time master key stamp, to produce a duplicate key stamp S _A with the shop at this stage from the user registration stamp. In the case of a registered duplicate key stamp, the duplicate key stamp is selected.
(3) The purchaser sends a purchase request to the store.
(4) Check the registration of the user in the store, and generates a master key stamp S _B from the store of registered stamp (if a one-time master key stamp).
(5) Generate a talk room. At this time, a talk room name is automatically generated from a product name, a user name, and the like.
(6) the store to send a duplicate key stamp _{S B.}
(7) the buyer to send a duplicate key stamp _{S A.}
(8) The shop transmits the duplicate key stamp determination result to the purchaser.
(9) As a result of the determination, if the two key stamps match, if the payment method is a credit card, credit card payment is executed, and if the payment is completed normally, the store ships the merchandise. If the payment method is cash on delivery, the product is shipped as it is. Although illustration is omitted, if the payment method is transfer, the system waits at this stage until the transfer is executed.
(10) The store notifies the delivery company.
(11) The delivery company that has received the notification enters the talk room. At this time, a stamp of a delivery company indicating entry into the room may be transmitted.
(12) Send the delivery status.
(13) The purchaser checks the delivery status.
(14) Execute delivery (delivery of goods). At this time, if the payment method is cash on delivery, the delivery company collects the price in exchange for the product.
(15) The purchaser sends a receipt confirmation.
(16) The delivery company leaves the talk room.

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

  By doing so, it is possible to consistently use the talk room from payment at the time of purchase of a product to delivery completion. Also, by using the processes of FIGS. 5 and 6 together, the other party can deal with which of the duplicate key stamps of the purchaser and the operator is transmitted first.

FIG. 7 is a diagram showing an example of a processing flow when a credit card company (hereinafter, a card company) other than the purchaser and the store participates in the talk room in a case where the payment method of the commodity price is a credit card. . In this case, the system performs the following processing.
The processing of (1) and (2) is the same as that of FIG.
(3) If the purchaser has decided to pay with a specific credit card (here, credit card X), only the name of the credit card is transmitted to the store in this step. There is no need to send credit card numbers, holders, expiration dates, security codes, etc.
(4) The store confirms user registration from the user ID and the login password.
(5) When the registration of the user is confirmed, a talk room is generated.
(6) At this stage, the card company is notified of the information (address, name, etc.) registered by the user at the store and the product purchase information including the product price and shipping cost from the store.
(7) The notified card company enters the talk room.
(8) the purchaser is to send a duplicate key stamp S _A buyer's side of the store. This master key stamp S _A shall card number is pegging.
(9) In the case of one-time duplicate key stamp, card company, here to produce a duplicate key stamp S _C of the card company side.
(10) card company will send a duplicate key stamp S _C of the card company side.
(11) The purchaser determines the matching of the duplicate key stamp. Alternatively, the management server makes the determination and notifies the purchaser of the result.
(12) If the duplicate key stamp matches, the buyer sends a settlement request to the card company.
(13) When the card payment is completed by the card company, the store is notified. At this time, the merchandise company pays the merchandise price changed by the card company.
(14) When the payment is notified from the card company, the store ships the merchandise. At this time, a delivery company is requested to deliver the product.
(15) The card company completes the debit of the purchaser's account.
(16) The card company leaves the talk room.

  In this way, instead of sending a credit card number or the like to the store and causing the store and the card company to make a card payment, the card payment can be made directly with the card company without informing the store of the credit card number. Can be completed. Note that the method of registering the duplicate key stamp with the card company is the same as that at the store.

FIG. 8 is a diagram illustrating an example of a flow of processing among a purchaser, a store, and a maker when the product needs to be repaired due to an initial defect after delivery of the product. In this case, the system performs the following processing.
(1) The delivery company sends a delivery completion notification to the store.
(2) At the store, information on the manufacturer of the product is obtained.
(3) After confirming that the store is a product to be maintained by the manufacturer, the store notifies the manufacturer. At this time, the serial number of the product is transmitted.
(4) The maker (customer support center or the like) notified from the store enters the talk room for the product of the customer which already exists. In this case, during the warranty period, it may be transmitted to "S _coercive" warranty stamp indicating that. If the warranty period has expired, a stamp indicating that fact may be transmitted. Further, a message urging the purchaser to register as a member may be transmitted.
(5) Further, the maker transmits a message of service information and warranty information. The service information includes information such as the nearest service center of the purchaser.
(6) At this stage, the buyer is ready to accept various inquiries, options and consumable purchases, etc., directly from the manufacturer.
(7) If the product breaks down, a repair request can be issued from the talk room.
(8) When a repair request is issued, a repair service is provided to the purchaser. At this stage, a defective product is picked up, a replacement product under repair is provided, an on-site repair service, and the like are provided.
(9) When the repair is completed, the purchaser sends a repair completion confirmation.
(10) Upon receiving the repair confirmation notice, the manufacturer temporarily leaves the talk room.
(11) After that, the participant may remain in the talk room until the product warranty period ends.
(12) Then, when the warranty period ends, a notice may be transmitted from the manufacturer to the store and the purchaser even if the user has left the talk room.

  In this way, even after purchasing the product, you can directly contact the manufacturer, purchase options and consumables, request repairs for the product, and use the talk room to provide after-sales care of the product. Can be done consistently.

(Screen example)
Hereinafter, a specific example of exchanging messages and stamps on an actual talk screen will be described. FIG. 9 is a diagram illustrating an example of a talk screen in settlement at the time of product purchase. This figure shows a situation in which a store and a purchaser authenticate each other using a duplicate key stamp when a user who wants to purchase a vacuum cleaner pays for the product using a credit card. FIG. 9A shows the case where the combination of the duplicate key stamp does not match the combination registered in advance and the authentication is NG. FIGS. 9B and 9C show the case where the combination of the duplicate key stamp matches. Is shown. In this example, the shop sends the duplicate key stamp first for authentication, but the shop duplicate key stamp is automatically selected. The name of the talk room is automatically generated from the product name. In this example, the product name is “〇〇vacuum cleaner talk room”, but it may be “A's vacuum cleaner ○ ト ー ク talk room” including the name of the purchaser.

  Transmission of the duplicate key stamp on the purchaser side is performed by selecting a stamp from the candidate stamp display field 400 at the bottom of the screen (tapping on the touch panel). The candidate stamp display field 400 may be configured to analyze the contents of the message from the immediately preceding store and automatically display the stamp when it becomes necessary to input a stamp. In the screen of FIG. 9A, when the duplicate key stamp is selected incorrectly and the authentication is failed, the place where the stamp is placed (the place indicated by reference numeral 300) is tapped, and again from the candidate stamp display field 400, Authentication may be performed again by selecting a correct stamp. Of course, if the authentication becomes NG even after performing the predetermined number of times, the authentication cannot be performed for a certain period thereafter. That is, the stamp replaces the password or the password. As described above, the number of combinations of the duplicate key stamps need not be one, and the registered stamps displayed from the store may be replaced at random.

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

  FIG. 10 is a diagram illustrating an example of a talk screen from purchase of goods to delivery and purchase of consumables. In this figure, when the payment with the credit card of the vacuum cleaner is completed and the product is shipped from the store, the delivery company notified by the store enters the talk room and sequentially sends the delivery status to the buyer. Is shown. The message from the carrier is automatically sent each time the package passes through the carrier's delivery point. Requests for redelivery when absent can also be made through this screen. Upon successful completion of the delivery, the carrier automatically leaves the talk room. At this time, a message 500 indicating the exit is automatically transmitted from the system.

  When the delivery company leaves the room, it becomes ready to receive a message from the store again. In this example, the store notifies the manufacturer of the warranty period based on the delivery completion date. A questionnaire at the time of product arrival may also be conducted at this stage. Also, like the message 501, the price of the filter of the vacuum cleaner can be inquired from this screen. At this point, since the product name is already known, there is no need to input the model number of the filter. In this way, even after the product is delivered, it is possible to further sell the product.

  FIG. 11 is a diagram illustrating an example of a talk screen in the after-sales service after purchasing a product. In this example, "A" consults a veterinarian at a veterinary clinic in response to a message sent from a pet shop under the message "Mr. A" who purchased a living dog from a pet shop on the Internet. It is shown.

  In the talk room of the present system, the stamp to be added to the message can be an arbitrary image, so that a photo of the pet can be actually sent like the photo stamp 510. Of course, it is also possible to enlarge or reduce the stamp image. Also, fixed messages such as "How are you?", "Yes", "Ok", "Thank you", "Now again", etc. may be performed only with the stamp. By doing so, even a pet shop that does not have a physical store near the purchaser can support the customer using a user-friendly message or stamp.

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

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

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

  It is assumed that the purchaser who has received the delivery schedule message from the delivery company is a user who purchases a large number of products from a plurality of online shops or the like every month, and does not remember each purchased product. In such a case, it is necessary to confirm what will be received when the delivery schedule from the first delivery company is received from the dedicated talk room. However, in the conventional method, it is necessary to first log in to the store site and check the delivery information for each product. In the first place, I don't even remember where I bought them. However, by using the duplicate key stamp as the confirmation stamp, it is possible to easily confirm from the talk room that the product is certainly purchased from a specific store. Of course, character input is unnecessary. Therefore, it is also useful to prevent erroneous delivery of goods and fraud such as sending unsold goods. Also, in the above example, the talk scene with the delivery company was taken up, but if there is a request for input of important information or personal information such as account number or credit card, the other party who can respond to the request Can be checked.

(Modification 2)
The duplicate key stamp can also be used as a login ID and a password as yet another usage. That is, a login ID and a password for each of various login screens are registered in association with one or a plurality of pictorial symbols, and the login is completed when the combination of the registered pictorial symbols is a correct combination. To The duplicate key stamp in this case is particularly called a “login stamp” (login pictogram). The duplicate key stamp, the confirmation stamp, and the login stamp may be collectively referred to as an “authentication stamp” (authentication pictogram).

  FIG. 13 shows a pictorial symbol management server 600 that manages pictorial symbols of users as a “login system” for realizing a login stamp, and a provider system 20 which is a system of an arbitrary provider that provides services via a network. 1 shows an outline of a functional configuration of the user terminal 10.

  The pictorial symbol management server 600 is a reconfiguration of a part of the function of the talk room management server 100 shown in FIG. 2, and includes a stamp registration unit 601 (a pictorial symbol registration unit in a login system) for registering a stamp prepared by a user. ), A user information DB 602 for storing various types of information of the user required by the system, and a pictorial symbol judging means 604 for judging whether or not the login stamp received from the business system 20 is an authorized one. The user information DB 602 includes a login stamp registration table 603 (login / symbol registration table). The login stamp registration table 603 stores the URL, login ID, and password for each site registered by the user. One or more stamps are stored in association with the login ID and the password. It goes without saying that the information in the login stamp registration table 603 is encrypted and stored.

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

  The pictorial symbol authentication unit 23 receives an input of a pictorial symbol combination from the user terminal 10, transmits the input pictorial symbol combination and the URL of the login screen to the pictorial symbol management server 600, and stores the login stamp registration table 603. Is compared with the pictorial symbol of the login ID and the password of the URL stored in advance, and the combination of pictorial symbols input from the login screen of the business operator system 20 to determine whether the combination of the pictorial symbols matches each other. Judgment is made, and the judgment result is transmitted to the business operator system 20. The company system 20 receives this determination result and determines whether or not the user is an authorized user.

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

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

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

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

(Effects of the embodiment)
According to this system, new customer support can be provided using the SNS talk room. This system allows stores to share post-sale support information previously only known by the manufacturer. Businesses such as purchase stores can provide support and services in a user-friendly manner using messages and stamps in talk rooms generated for each purchaser and each product. Further, support can be continuously provided from settlement of the price at the time of product purchase to delivery of the product, questions about the product, purchase of options and consumables, repair, and the like until the product is destroyed. Even if the product is used for a long time and the business is closed during that time, the business that succeeded the business can continue to support the customer. Further, even if the purchaser transfers the product, the transferred person can inherit the status of the purchaser, and thus can receive the same support as the purchaser. Of course, the transferee can also know the history information of the product before the transfer. Further, information related to a product / service is stored in association with the talk room. For example, warranty information, product information including product specifications, service contents, and the like can be considered. Since the related information of the product / service is associated with each talk room, the user does not need to explain where and when he / she bought it, what kind of product / service, etc. when making inquiries. Replacement parts can be identified immediately. In the talk room, since photos and videos can be shared, it goes without saying that the explanation of the situation from the customer and the explanation of the answer from the support can be easily understood.

  As described above, the talk room of the present system is a very useful tool for continuously supporting customers in long-term products and long-term services. For example, once a baseball team or the like begins to associate with a sports equipment store, the association lasts for 20 or 30 years, and each time a new member creates a uniform with a new uniform number, detailed specifications such as the font of characters and embroidery of a hat are made. In such a case, if this system is used, it is not necessary to specify each time. In addition, when purchasing a house, firstly a house maker or real estate company, then a mortgage financial institution, and a reform company will appear one after another, but with this system, even if the trader changes, there is continuity Can provide customer service. In addition, by using a duplicate key stamp and a confirmation stamp, it is possible to easily perform authentication at the time of settlement and check whether the user is a legitimate business. Also, when the insured wants to review life insurance and medical insurance due to changes in family structure and income, the talk room of this system makes it easy to search for the current insurance policy. In addition, if a dedicated talkroom of the category “insurance” is generated, it is possible to consult a plurality of insurance companies or search for a plurality of insurance products at once.

  Further, with the duplicate key stamp, it is possible to increase the authentication accuracy of the settlement at the time of product purchase, the authentication of the successor, and the authentication accuracy of the guarantee. As the duplicate key stamp, a registered stamp may be used, or a one-time one-time duplicate key stamp may be generated by synthesizing the registered duplicate key stamp and other registered stamps. The duplicate key stamp can also be used as a confirmation stamp for confirming the product information and the information of the other party in various situations other than the above-mentioned purpose.

  In addition, in the authentication method of the login system using pictograms, it is not necessary to input text information, so that the login operation is simplified, and the user's login ID and password are exchanged between the business system and the pictogram management server. Since no text information is exchanged, the security is further improved. In addition, by using different numbers and combinations of pictograms to be used, it is possible to set various security levels by simplifying or strictly logging in.

  As described above, the present invention has been described using the embodiment. However, it is needless to say that the technical scope of the present invention is not limited to the scope described in the above embodiment. It is apparent to those skilled in the art that various changes or improvements can be made to the above embodiment. It is apparent from the description of the appended claims that embodiments with such changes or improvements can be included in the technical scope of the present invention. In the above embodiment, the customer support system is described with the present invention as a product invention. However, the present invention relates to a method invention (management method in the customer support system) or a computer program invention (customer support program). Can also be caught.

(Note)
When the present invention is considered as an invention relating to a talk room, or when viewed as an invention of a login system, the following claims are appended.
[Appendix 1]
A management server in a customer support system using SNS,
A talk room generating means for generating a talk room for recording a message between the purchaser and the store when the purchaser decides to purchase a product or service at the store,
The purchaser, the store, and a business person associated with the product or service that is invited from the purchaser or the store, a talk room entrance / exit management unit that manages entrance / exit of the talk room,
A management server, which receives payment or payment support for a product or service for the purchaser by post of a message or pictogram to a business operator who has entered the talk room.
[Appendix 2]
2. The management server according to claim 1, wherein the talk room generating means generates the talk room when settlement of a purchase price for the product or service is completed.
[Appendix 3]
3. The management server according to claim 1, further comprising a talk room erasing unit that erases the talk room when the product is destroyed or in response to a request from the purchaser.
[Appendix 4]
4. The apparatus according to claim 1, further comprising: a user inheritance unit configured to register a person who has been assigned the product as a user who inherits history information of the product when the product is assigned. The management server described.
[Appendix 5]
The management server according to any one of supplementary notes 1 to 4, wherein the business entity is a delivery company, a manufacturer, or a service company.
[Appendix 6]
6. The management server according to any one of supplementary notes 1 to 5, wherein the business is another store or an insurance company.
[Appendix 7]
The management server according to Supplementary Note 5, wherein when the manufacturer or the service provider enters the talk room, a pictorial symbol indicating a warranty period of the product is presented.
[Appendix 8]
A management method in a customer support system using SNS,
Generating a talk room that records a message between the purchaser and the store when the purchaser decides to purchase a product or service at the store;
Managing the entrance and exit of the talk room, of the purchaser, the store, and a business entity that is invited from the purchaser or the store and is involved in the product or service,
A management method, wherein payment of a price of a product or service to the purchaser and support after purchase are performed by receiving posting of a message or pictogram to a business operator who has entered the talk room.
[Appendix 9]
A login system in which a business system that is a business system that provides goods or services via a network and a pictogram management server that manages pictograms registered by a user are connected,
The business operator system,
A pictographic symbol authentication unit that transmits a pictographic symbol or a combination thereof input from the login screen to the pictorial symbol management server,
The pictorial symbol management server,
Pictorial symbol registration means for registering pictorial symbols received from the terminal of the user,
A login pictogram registration table that stores the combination of the registered pictograms in association with a login ID and a password for logging in to the business operator system, or as an authentication unit instead of the login ID and the password,
A combination of the pictogram stored in the login pictogram registration table and the combination of the pictograms input from the login screen, and a pictogram determination means for determining whether or not the user is an authorized user;
A login system comprising:

DESCRIPTION OF SYMBOLS 10 User terminal 10a Buyer terminal 10b Successor terminal 20 Business company system 20a Store system 20b Delivery company system 20c Manufacturer system 20d Service company system 21 Login screen control means 22 Text authentication means 23 Pictogram authentication means 24 Login execution means 100 Talk room management server 101 User terminal communication means 102 User stamp registration means (pictorial symbol registration means on user side)
103 User information DB
104 Business system communication means 105 Business stamp registration means (pictorial symbol registration means on the business side)
106 Business information DB
107 Duplicate key stamp registration means (duplicate key pictogram registration means)
108 Duplicate key stamp judging means (duplicate key pictogram judging means)
110 Talkroom management means 111 Talkroom generation means 112 Talkroom entry / exit management means 113 User inheritance means 114 Talkroom deletion means 120 Talkroom DB
200 Store-side duplicate key stamp 300,301 Buyer-side duplicate key stamp 400 Candidate stamp display field 500,501 Message 510 Photo stamp 600,600A Pictogram management server 601 Stamp registration means (Pict symbol registration means in login system)
602 user information DB
603 Login stamp registration table 604 Pictogram determination means 605 Pictogram acceptance dialog 700 Login screen of business operator system 701 Toolbar 702 Stamp list (pictogram list)
703 Login ID input field 704 Password input field 705 Pictogram keyboard

Claims (2)

A management server in the customer support system,
In response to receiving a purchase request when a purchaser decides to purchase a product or service at a store, a talk room generating means for generating a talk room for recording a message between the purchaser and
The talk room generating means generates a talk room for each product or service, and generates a talk room in which a plurality of products or services are classified by category.
Talk room for each category, and wherein the one of the talk room for each product or service, the post to one, further comprising a means for reflecting on the other, the management server. The management server according to claim 1 , wherein the category is at least one of a specific store, a specific time, and a specific product category.

Images