JP7473904B2 - Customer response integrated management method and server for executing same - Google Patents

Description

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

In the service industry, customer satisfaction is a core management element that is directly linked to brand power and sales. Therefore, if customer dissatisfaction is not properly managed, it can damage the company's image and reduce customers' interest in the company.

In conventional methods for managing customer dissatisfaction information, a call center system answers a customer's phone call to obtain the customer's personal information, and then responds to the customer's request via an IVR (Interactive Voice Response) or by connecting the customer to a counselor at the call center system to respond to the customer's request.

The importance of call centers has become more apparent in the recent surge in online commerce replacing offline commerce. This has resulted in a rise in the number of calls to call centers. For example, each counselor handles an average of 80 calls a day. If there are 100 counselors, the call center will handle 8,000 calls a day and 160,000 calls a month.

Previously, a customer service center consultant would input customer complaints and store them on a server, and the input details and statistics could be checked after 24 hours. This meant that the system was unable to monitor and respond to customer complaints in real time, which led to inefficient business operations.

As a result, customers found it difficult to have their legitimate complaints dealt with quickly and accurately, and simple complaints often escalated into complaints about the entire company.

In addition, customer dissatisfaction caused by problems with services, products, or processes accumulates through customer touchpoints and is difficult to acknowledge until problems become apparent in sales and marketing.

There is also the problem that customer dissatisfaction may be leaked due to failures in customer contact or arbitrary decisions.

Even if statistical analysis methodologies are applied, there is a limitation in that the analysis is based on classification codes of consultation records entered by counselors, resulting in a lack of specific information on the content of complaints.

As a result, it is impossible to track and detect high-priority complaints. Moreover, irregular analysis makes it difficult to continuously monitor customer complaints.

The present invention aims to provide a method for integrated customer response management that enables the integration and management of customer opinions received through various means, and a server for executing the method.

The present invention also aims to provide a method for integrated management of customer responses, and a server for executing the same, which allows counselors to quickly respond to customers by recording and managing customer opinions in a ticket even if they are received through various means, and then changing the status of the ticket to a "processing completed" status once the customer opinions have been processed.

The present invention also aims to provide an integrated customer response management method and a server for executing the same, which identifies negative issues that arise through SNS and allows for early response and measures before they enter internal operations or before the issues spread.

The present invention also aims to provide a method for integrated customer response management and a server for executing the same, which extracts influencers by product, classifies and separates the influencer feeds, and provides them to businesses, allowing the businesses to use them for marketing and customer management.

The object of the present invention is not limited to the object mentioned above, and other objects and advantages of the present invention not mentioned can be understood from the following description and can be more clearly understood from the examples of the present invention. It will be easily understood that the object and advantages of the present invention can be realized by the means and combinations thereof set forth in the claims.

To achieve this objective, the customer response integrated management server includes a ticket database in which tickets on which customer opinions are recorded are stored, a customer opinion analysis unit that receives customer opinion data from a customer terminal through different types of customer response means and accumulates and records the customer opinions in the ticket depending on whether the ticket corresponding to the customer information is stored in the ticket database based on the customer opinion data, a customer influence level determination unit that determines the positive influence level and negative influence level of the corresponding customer based on the issue information of the ticket corresponding to the same customer information, the number of times the ticket is generated, the cumulative number of times customer opinions are recorded on the same ticket, and the SNS information corresponding to the customer information for the ticket stored in the ticket database, and an SNS reaction index management unit that monitors the customer opinions on the SNS of the corresponding customer to calculate an SNS reaction index, registers the business operator's opinions on the customer opinions on the business operator's SNS based on the SNS reaction index, and provides the SNS reaction index to the business operator's terminal when the SNS reaction index is changed.

In addition, a customer response integrated management method executed by a customer response integrated management server to achieve this purpose includes the steps of: receiving customer opinion data from a customer terminal through different types of customer response means, and accumulating and recording customer opinions in the ticket depending on whether a ticket corresponding to the customer information is stored in a ticket database based on the customer opinion data; determining a positive impact grade and a negative impact grade for the ticket stored in the ticket database based on the issue information of the ticket corresponding to the same customer information, the number of times the ticket is generated, the cumulative number of customer opinions recorded on the same ticket, and the SNS information corresponding to the customer information; monitoring the customer opinion on the SNS of the corresponding customer according to the customer's positive impact grade and negative impact grade to calculate an SNS reaction index; and registering a business's opinion on the customer opinion according to the SNS reaction index on the business's SNS, and providing the SNS reaction index to the business's terminal when the SNS reaction index is changed.

As described above, the present invention has the advantage of being able to consolidate and manage customer opinions received through various means.

In addition, according to the present invention, even if customer opinions are received through various means, they are recorded in a ticket and managed in an integrated manner, and when the customer opinions are processed, the status of the ticket is changed to a processed status, which has the advantage of allowing counselors to process them quickly when dealing with customers.

The present invention also has the advantage of being able to identify negative issues that arise through SNS and take early action before they enter internal operations or before the issues spread.

In addition, the present invention has the advantage that influencers for each product are extracted, and influencer feeds are divided and separated and provided to businesses, which can then be used for marketing and customer management.

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

The above-mentioned objects, features and advantages will be described in detail below with reference to the attached drawings, so that a person having ordinary skill in the art to which the present invention pertains can easily implement the technical idea of the present invention. In the description of the present invention, detailed descriptions of known technologies related to the present invention will be omitted if it is determined that such descriptions may unnecessarily obscure the gist of the present invention. Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the attached drawings. In the drawings, the same reference symbols are used to indicate the same or similar components.

The term "ticket" used in the present invention refers to a storage area where customer opinions are accumulated and stored even if the customer provides them by connecting to a customer response means through various methods and connecting to a customer response integrated management server. The ticket may exist separately for customer information, business information, and product information, and when the processing of the customer opinion on the product is completed, the status is changed to a processing completed status.

Figure 1 is a network configuration diagram for explaining a customer service integration system according to one embodiment of the present invention.

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

The customer response integrated management server 100 is a server that receives and integrates customer opinions when the customer terminal 200 is connected through the customer response means 110. Such a customer response means 110 can be embodied as a consultation exchange, an intelligent chatbot, etc.

In one embodiment, when the customer response means 110 is embodied as a consultation switchboard, the customer response integrated management server 100, upon receiving a call signal from the customer terminal 200 through the customer response means 110, connects the customer terminal 200 and the counselor terminal 300, records the contents of the call between the counselor and the customer, and generates customer opinion data. Then, the customer response means 110 provides the customer opinion data to the customer response integrated management server 100.

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

In yet another embodiment, when the customer response means 110 is implemented by email, the customer response integrated management server 100 can receive customer opinion data in text form from the customer terminal 200 via email.

In addition, the customer response integrated management server 100 determines the influence level of the customer by using the customer information corresponding to the ticket and the information on the SNS corresponding to the customer information. At this time, the influence level includes a positive influence level and a negative influence level.

That is, the customer response integrated management server 100 determines the influence level of a corresponding customer based on the issue information of the ticket corresponding to the same customer information, the number of times it is created, the cumulative number of times customer opinions are recorded on the same ticket, and the SNS information corresponding to the customer information.

At this time, the reason why the customer response integrated management server 100 considers the issue information of the ticket when determining the impact grade of the customer is because if the issue information is a negative issue, negative posts about the same product may be posted through the customer's SNS.

In addition, the reason why the customer response integrated management server 100 considers the SNS information corresponding to the customer information when determining the influence grade of a customer is because the influence grade of the customer may change depending on the number of posts, comments, likes, and followers registered by the customer through the SNS.

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

In the above embodiment, the customer influence rating determination unit 130 determines the positive rating of a customer by increasing or decreasing the positive rating of the customer based on the number of posts, comments, likes, and followers registered by the customer who registered a positive issue through SNS.

In other words, the customer response integrated management server 100 can increase the positive rating of a customer who has registered a positive issue if the number of postings, comments, likes, and followers registered through SNS by the customer is large, and can decrease the positive rating of the customer if the number is small.

The reason for this is that if a customer who has posted a positive issue has a large number of posts, comments, likes, and followers on social media, when that customer posts a positive post about a particular company's product on their social media account, many customers who are in their social media relationships with the customer can see the positive post about the particular company's product.

In the above embodiment, the customer response integrated management server 100 determines the negative rating of a customer who has registered a negative issue by increasing or decreasing the negative rating of the customer based on the number of posts, comments, likes, and followers registered by the customer through SNS.

In other words, the customer response integrated management server 100 determines the negative rating of a customer by decreasing the negative rating of the customer when the number of posts, comments, likes, and followers registered by the customer through SNS is low, and increasing the negative rating of the customer when the number is high.

In addition, the customer response integrated management server 100 manages the SNS reaction index based on the customer's opinions on SNS according to the customer's positive impact grade and negative impact grade. At this time, the SNS reaction index can be determined to be one of safe, normal, warning, caution, and serious depending on how many predetermined negative keywords are present in the customer opinions.

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

In another embodiment, the customer response integrated management server 100 analyzes customer opinions on SNS of customers whose negative impact grade is a specific grade or higher, calculates the number of negative keywords if predetermined negative keywords are present, and increases the SNS reaction index by one step according to the number of negative keywords if the number of negative keywords is a specific number or higher. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safe to normal.

Then, the customer response integrated management server 100 registers the business's opinion on the customer's opinion on the business's SNS according to the customer's SNS reaction index, and when the SNS reaction index is changed, provides the SNS reaction index to the business terminal 400.

In addition, the customer response integrated management server 100 generates a new ticket depending on whether a ticket exists that matches the customer information, vendor information, and product information extracted from the customer opinion data, or accumulates and records customer opinions using the tickets stored in the ticket database 170.

In one embodiment, if a ticket corresponding to the customer information, vendor information, and product information does not exist in the ticket database 170, the customer response integrated management server 100 can generate a ticket corresponding to the customer information, vendor information, and product information, record the customer's opinion in the ticket, and store it in the ticket database 170.

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

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

The counselor terminal 300 is a terminal connected to the customer terminal 200 through the customer response means 110 and owned by the counselor who conducts the consultation. The counselor terminal 300 receives tickets corresponding to customer information, business information, and product information from the customer response integrated management server 100, and can comprehensively check the customer's opinions on the product information to promptly conduct the consultation.

Figure 2 is a block diagram illustrating the internal structure of a customer response integrated management server according to one embodiment of the present invention.

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

When the customer opinion analysis unit 120 receives customer opinion data from a customer terminal through different types of customer response means 110, it analyzes the customer opinion data to extract customer information, vendor information, product information, and customer opinions, and provides them to the ticket management unit 180.

In one embodiment, when the customer response means is embodied as a consultation switchboard, the customer opinion analysis unit 120 receives a call signal from the customer terminal 200 through the customer response means 110, connects the customer terminal 200 and the counselor terminal 300, records the contents of the call between the counselor and the customer, generates customer opinion data, and analyzes the customer opinion data to extract customer information, business information, product information, and customer opinions.

In the above embodiment, the customer opinion analysis unit 120 can record the contents of the conversation between the counselor and the customer to generate voice data, and convert the voice data into text to generate customer opinion data in text form.

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

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

The customer influence level determination unit 130 determines the influence level of a customer by using customer information corresponding to the ticket stored in the ticket database 170 and information on SNS corresponding to the customer information. At this time, the influence level includes a positive influence level and a negative influence level.

That is, the customer influence grade determination unit 130 determines the influence grade of a corresponding customer for a ticket stored in the ticket database 170 based on the issue information of the ticket corresponding to the same customer information, the number of times it is created, the cumulative number of times customer opinions are recorded on the same ticket, and the SNS information corresponding to the customer information.

At this time, the reason why the customer influence grade determination unit 130 considers the issue information of the ticket when determining the influence grade of the customer is that if the issue information is a positive issue, negative posts about the same product may be posted through the SNS of the corresponding customer.

In addition, the reason why the customer influence level determination unit 130 considers SNS information corresponding to customer information when determining the influence level of a customer is because the influence level of the corresponding customer may change depending on the number of posts, comments, likes, and followers registered by the customer through SNS.

In one embodiment, the customer influence rating determination unit 130 classifies tickets stored in the ticket database 170 according to whether the issue information of customer opinions about the same product is a positive issue or a negative issue, and determines the customer influence rating using SNS information corresponding to the customer information that registered the positive issue and the negative issue.

In the above embodiment, the customer influence rating determination unit 130 determines the positive rating of a customer by increasing or decreasing the positive rating of the customer based on the number of posts, comments, likes, and followers registered by the customer who registered a positive issue through SNS.

In other words, the customer influence rating determination unit 130 can increase the customer's positive rating if the number of posts, comments, likes, and followers registered by a customer who has registered a positive issue through SNS is large, and can decrease the customer's positive rating if the number is small.

The reason for this is that if a customer who has posted a positive issue has a large number of posts, comments, likes, and followers on social media, when they post a positive post about a particular company's product on their social media account, many customers who are in their social media relationships with the customer can see the positive post about the particular company's product.

In the above embodiment, the customer influence rating determination unit 130 determines the negative rating of a customer by increasing or decreasing the negative rating of the customer based on the number of posts, comments, sympathies, and followers registered by the customer who registered a negative issue through SNS.

In other words, the customer influence rating determination unit 130 determines the negative rating of a customer by decreasing the negative rating of the customer when the number of postings, comments, likes, and followers registered by the customer through SNS is small, and increasing the negative rating of the customer when the number of postings, comments, likes, and followers is large.

The SNS reaction index management unit 140 manages the SNS reaction index based on the customer's opinions on the SNS according to the customer's positive impact grade and negative impact grade. At this time, the SNS reaction index can be determined to be one of safe, normal, warning, caution, and serious depending on how many predetermined negative keywords are present in the customer opinions.

In one embodiment, the SNS reaction index management unit 140 analyzes customer opinions on SNS of customers whose positive influence grade is a specific grade or higher, calculates the number of negative keywords if predetermined negative keywords are present, and increases the SNS reaction index by two or more stages depending on the number of negative keywords if the number of negative keywords is a specific number or higher. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safe to warning.

The reason for this is that customers with a positive influence rating of a certain level or higher have a large number of posts, comments, likes, and followers registered through social media, so when a negative post is made through the customer's social media, the speed at which the negative post spreads increases even more, increasing the social media reaction index by more than two levels.

In another embodiment, the SNS reaction index management unit 140 analyzes customer opinions on SNS of customers whose negative influence grade is a specific grade or higher, calculates the number of negative keywords if predetermined negative keywords are present, and increases the SNS reaction index by one step according to the number of negative keywords if the number of negative keywords is a specific number or higher. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safe to normal.

Then, the SNS reaction index management unit 140 registers the vendor's opinion regarding the customer's opinion on the vendor's SNS according to the customer's SNS reaction index, and when the SNS reaction index is changed, provides the SNS reaction index to the vendor's terminal.

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

For example, customer action signals may be generated when actions occur such as clicking on a specific image on a business webpage, selecting an option for an item registered on a business webpage and then adding it to a shopping cart, and registering an item registered on a business webpage as a product of interest.

The purchase guidance unit 160 analyzes the business-specific customer behavior signals collected by the business-specific customer behavior signal collection unit 150 and provides the customer with a predetermined coupon through the business's web page.

In one embodiment, the purchase guidance unit 160 analyzes the customer behavior signal by business, and if the customer is connecting for the first time but one or more items have been added to the customer's shopping cart, determines that the customer's purchasing pattern is a new customer purchasing pattern and provides the customer with a coupon for the first purchase through the business's web page.

In another embodiment, the purchase guidance unit 160 analyzes the customer behavior signal by business, and if the number of times the customer connects per week is more than a certain number of times and one or more items are added to the shopping cart, determines that the customer's purchasing pattern is a product purchase concern pattern, and provides the customer with a coupon corresponding to a purchase promotion through the business's web page.

In yet another embodiment, the purchase guidance unit 160 analyzes the customer behavior signal by business, and if the value of the items moved to the shopping cart is equal to or greater than a specific amount, determines that the customer's purchasing pattern is a customer pattern that is sensitive to shipping fees, and provides the customer with a coupon for free shipping through the business's web page.

As described above, the present invention has the advantage of tracking and analyzing customer behavior signals when a customer makes a purchase to understand the impending purchase pattern, and promoting purchases and supporting sales of similar products by exposing and notifying the shopping carts and products of interest of classified impending purchase customers.

For tickets stored in the ticket database 170, the influence level of the corresponding customer is determined based on the issue information of the ticket corresponding to the same customer information, the number of times it is created, the cumulative number of times customer opinions are recorded on the same ticket, and the SNS information corresponding to the customer information.

Ticket database 170 stores tickets that correspond to customer information, vendor information, and product information.

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

In one embodiment, if a ticket corresponding to the customer information, vendor information, and product information does not exist in the ticket database 170, the ticket management unit 180 can generate a ticket corresponding to the customer information, vendor information, and product information, record the customer's opinion in the ticket, and store it in the ticket database 170.

In another embodiment, if a ticket corresponding to the customer information, vendor information, and product information exists in the ticket database 170, the ticket management unit 180 can extract the ticket from the ticket database 170, and then additionally record the customer opinion data to the extracted ticket and store it in the ticket database 170.

Figure 3 is a flowchart for explaining one embodiment of the customer response integrated management method according to the present invention.

Referring to FIG. 3, when the customer response integrated management server 100 receives customer opinion data from a customer terminal through different types of customer response means (step S310), it accumulates and records the customer opinion in the ticket based on the customer opinion data depending on whether a ticket corresponding to the customer information is stored in the ticket database (step S320).

The customer response integrated management server 100 determines the positive and negative impact levels of a customer for the tickets stored in the ticket database based on the issue information of the ticket corresponding to the same customer information, the number of times the ticket was created, the cumulative number of times customer opinions were recorded on the same ticket, and the SNS information corresponding to the customer information (step S330).

The customer response integrated management server 100 monitors the customer's opinions on the SNS according to the customer's positive and negative influence ratings, and calculates the SNS response index (step S340).

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

Figure 4 is an example diagram illustrating the customer response integrated management process according to one embodiment of the present invention.

Referring to FIG. 4, the customer response integrated management server 100 manages the SNS reaction index based on the customer's opinions on SNS according to the customer's positive impact grade and negative impact grade. At this time, the SNS reaction index can be determined to be one of safe, normal, warning, caution, and serious depending on how many predetermined negative keywords are present in the customer's opinions, and one of safe, normal, warning, caution, and serious can be displayed through the color of the traffic light as shown in FIG. 4.

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

In another embodiment, the customer response integrated management server 100 analyzes customer opinions on SNS of customers whose negative impact grade is a specific grade or higher, calculates the number of negative keywords if predetermined negative keywords are present, and increases the SNS reaction index by one step according to the number of negative keywords if the number of negative keywords is a specific number or higher. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safe to normal.

The customer response integrated management server 100 analyzes the customer's opinions on the SNS as shown in reference number (a), and if predetermined negative keywords are present, calculates the number of negative keywords, and if the number of negative keywords is a specific number or more, increases the SNS response index by one step according to the number of negative keywords as shown in reference number (b).

Then, the customer response integrated management server 100 registers the reference number (c) and the business's opinion regarding the customer's opinion on the business's SNS according to the customer's SNS reaction index, and if the SNS reaction index becomes low, provides the SNS reaction index to the business's terminal.

Although the present invention has been described using limited examples and drawings, the present invention is not limited to the above examples, and various modifications and variations can be made from such descriptions by those having ordinary knowledge in the field to which the present invention pertains. Therefore, the concept of the present invention should be understood only by the scope of the following claims, and all equivalent or similar modifications thereto can be said to fall within the concept scope of the present invention.

Claims (2)

A ticket database where tickets with customer feedback are stored;
a customer opinion analysis unit that receives customer opinion data from a customer terminal through different types of customer response means, and accumulates and records the customer opinion in the ticket depending on whether the ticket corresponding to the customer information is stored in the ticket database based on the customer opinion data;
a customer influence level determination unit that determines a positive influence level and a negative influence level of a corresponding customer based on issue information of the ticket corresponding to the same customer information, the number of times the ticket is created, the cumulative number of customer opinions recorded on the same ticket, and SNS information corresponding to the customer information for the ticket stored in the ticket database; and an SNS reaction index management unit that monitors the customer opinions of the corresponding customer on the SNS according to the customer's positive influence level and negative influence level, calculates an SNS reaction index, registers a company's opinion on the customer opinion on the company's SNS according to the SNS reaction index, and provides the SNS reaction index to the company's terminal when the SNS reaction index is changed. A customer response integrated management method executed by a customer response integrated management server,
receiving customer opinion data from a customer terminal through different types of customer response means, and accumulating and recording the customer opinion in the ticket depending on whether a ticket corresponding to the customer information is stored in a ticket database based on the customer opinion data;
determining a positive influence level and a negative influence level of a corresponding customer based on issue information of the ticket corresponding to the same customer information, the number of times the ticket is created, the cumulative number of times customer opinions are recorded on the same ticket, and SNS information corresponding to the customer information for the ticket stored in the ticket database;
A method for integrated management of customer responses, comprising: a step of monitoring the customer opinions on the SNS of the corresponding customer according to the customer's positive influence grade and negative influence grade, and calculating an SNS reaction index; and a step of registering a business's opinion on the customer opinion on the SNS of the business according to the SNS reaction index, and then providing the SNS reaction index to the business's terminal when the SNS reaction index is changed.