JPH11338927A - Method for extracting information related to commodity and after-sale service support device using this method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To enable a general purchaser to easily purchase optional products, replacement parts, or the like of a commodity, which the purchaser purchased in the past, without paying his or her attention to its type number by only specifying the commodity name designated by the customer in the past to automatically extract information of relevant commodities corresponding to its type number. SOLUTION: A purchase data register part 50 registers a code discriminating a purchaser and information uniquely discriminating a commodity in purchase data 10 correspondingly to each other when the purchaser purchases the commodity. When the purchaser purchases a commodity related to the commodity which the purchaser purchased in the past, a purchased commodity confirmation part 610 presents commodities stored in the purchase data 10 to the customer with the code discriminating the purchaser as the key to make the customer designate the commodity which he or she desires. A relevant commodity processing part 620 retrieves the purchase data 10 based on the commodity designated by the purchased commodity confirmation part 610 to acquire the type number of the commodity, which the customer purchased, and retrieves relevant commodity data 20 in accordance with this type number to extract relevant commodities and presents them to the customer.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION The present invention makes it possible to buy and sell goods by connecting a purchaser's terminal and a virtual store (mall, shopping street, etc.) provided by a supplier via a network. BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an electronic mall system, and more particularly to a method for extracting product-related information for enhancing after-sales service after purchasing a product, and an after-service support system using the method.

[0002]

In recent years, with the general spread of computer networks, it has become common for a general purchaser to access a virtual store on a network provided by a supplier from a personal computer or the like to purchase a product. A possible electronic mall system has been realized. In the electronic mall system, it is possible to use a computer or the like to access the virtual store or virtual shopping mall on the network that handles the product that the purchaser wants to purchase, search for the desired product, and perform the purchase procedure It is.

Some purchased products require purchase of related products such as optional products and replacement parts even after the purchase. As the purchase of products using the electronic mall system has increased, it has become desirable to enhance after-sales services, such as purchasing related products. However, it is difficult to specify the related product such as the optional product or the replacement part only by the product name recognized by the purchaser. For example, taking the cooler of an air conditioner as an example,
It is assumed that the product name is “○ × Cooler”. Usually, the general purchaser recognizes this product name “○ × cooler”. However, if you try to purchase a filter that is actually a replacement part, you need to specify how many tatami mats are used for the cooler, and in some cases, when it is manufactured. The replacement part "filter" cannot be specified correctly.

[0004] Usually, in order to identify these, not only the product name but also the production time and shape (size etc.) of each product
An identification number (hereinafter referred to as a “model number”) for identifying the product is set for each product. At an actual store, a clerk or the like checks the model number, and specifies the option or replacement part from the model number. , Sold to customers. If this is to be realized with the electronic mall system as it is, the customer must purchase not only the product name of the product he / she bought, but also the model number, and purchase the option. Normal,
When confirming the model number of the product by itself, look for the code described in the inconspicuous place and confirm it, or confirm the code described in the attached warranty card and manual . In addition, since they cannot be found by the customer or the description of the description is shared, the description is the same.Therefore, multiple model numbers are described. Was inviting the purchase of related products.

[0005] Therefore, there has been a need for a mechanism in which a general purchaser can easily purchase appropriate related products at a virtual store on the network without the assistance of a clerk like a real store. In other words, there has been an increasing demand for realizing an integrated virtual store (electronic mall system) that can provide not only product purchase but also after-sales service.

The present invention makes it possible for a general purchaser to easily purchase optional products or replacement parts of a previously purchased product at a virtual store on the network without being conscious of the model number of the product. The purpose is to do.

[0007]

SUMMARY OF THE INVENTION Accordingly, the present invention focuses on the fact that a model number is included in pre-stored product information in an electronic mall system. The name of the purchased product and its model number are recorded in association with each other, and a correspondence table that associates the model number with related products such as optional products and replacement parts is prepared in advance, so that the customer has specified in the past. By simply specifying the product name, information on related products corresponding to the model number is automatically extracted and can be presented to customers.

That is, according to the present invention, in an electronic mall system for purchasing goods from a purchaser terminal connected to a network to a virtual store established on a network, at least a part of the virtual mall is sold at the virtual store. A related information storage unit that stores product specifying information for specifying a product in association with related information related to the product, and purchaser identification information that identifies the purchaser when the purchaser purchases the product. A purchase product storage unit that stores the product in association with the product identification information of the product; and when the purchaser inputs information about a product purchased in the past based on his / her own identification information from a purchaser terminal, the related information storage unit , The related information corresponding to the product is extracted and presented in a selectable manner.

[0009]

DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment of an electronic mall system using the present invention will be described below. FIG. 1 shows a basic configuration diagram of the present invention. In this embodiment, as the product-related information,
Related products and related manuals are given as examples.

First, the outline of the function will be described with reference to FIG. In virtual store 1,
A product master 30 in which product information to be handled is stored together with information for specifying a product (hereinafter, referred to as a model number), related product data 20 in which optional products and replacement parts are stored in model numbers, and a manual in a model number unit as well. It has associated manual data 40 in which data is stored, and further manages purchase data 10 in which, when a product is purchased, a code for identifying a purchaser and information (model number) for specifying the product are stored. I have.

The purchase data registering section 50 associates a code for identifying a purchaser with information (model number) for uniquely identifying the product when the purchaser purchases the product, and stores the purchase data 1
Register to 0. The related product purchase unit 60 includes a purchased product confirmation unit 610 and a related product processing unit 620. When the purchaser purchases a related product of a product purchased in the past, the purchase product confirmation unit 610 displays the product stored in the purchase data 10 to the customer using a code for identifying the purchaser as a key via a display device or the like. And ask the customer to specify the product for which he wishes to purchase the related product. In the related product processing unit 620,
Based on the product designated by the purchased product confirmation unit 610, the purchase data 10 is searched, the model number of the product purchased by the customer is obtained, and the related product data 20 is searched from the model number to extract the related product. To the customer via a display device or the like.

FIG. 2 shows various stored data.
This will be described with reference to FIG. Figure 2 is the product master 3
It is a figure showing the example of the contents of 0. The product master 30 includes a product name 30-1, attribute information 30-2, and a product model number 30-3.
It is composed of Here, the minimum information is illustrated, and the items registered in the product master 30 may include other items such as a product code and a classification code. The product name 30-1 is set with a product name, a generic name of the product, or a product name capable of specifying the product model number, and the attribute information 30-2 uses the generic name of the product as the product name 30-1. In this case, a keyword for specifying the product model number is set, and an identification code for specifying the product is set for the product model number 30-3.

FIG. 3 is a diagram showing an example of the contents of the purchase data 10. The purchase data 10 includes a customer number 10-1 for specifying a purchaser and a product model number 10- for specifying a purchased product.
2, a product name 10-3 corresponding to the product model number 10-2,
Purchase date and time indicating the date and time when the purchase procedure of the product was performed 10-
4 and an order number 10-5 for specifying the order. Note that the present content example is not limited to the configuration of this data item, for example, the product name 10
-3 or the like may be obtained by searching the product master 30 based on the product model number 10-2, and the purchase date and time 10-4 and the order number 10-5 are not necessarily required. It may be replaced with other information necessary for commercial transactions.

FIG. 4 is a diagram showing an example of the contents of the related product data. The related product data 20 is a product model number 20-1,
Product name 20-2, related product model number 20 of related product 20-3
-3-1, related product name 20-3-2 and product page 2
0-3-3. In the product model number 20-1, the model number of the product holding the related product is set, and the product name 2
In 0-2, the product name of the product is set. After that, information 20-3 of a related product related to the product is stored. Also in the related product, the related product model number 20-3-1 that specifies the product and the related product name 20-3
-2 is set, and the address of the virtual shop where the introduction of the related product is posted is set on the product page 20-3-3.

FIG. 5 is a diagram showing an example of the contents of the related manual data 40. Product model number 40-1 and product name 4
About 0-2, it is the same as that of the above-mentioned product model number and product name. After that, information on related manuals is set in 40-3. Manual number 40-3
-1 is set with information for identifying the corresponding manual, the name is stored in the manual name 40-3-2, and the contents of the manual are stored in the manual page 40-3-3. The address of the virtual store is set.

Next, the contents of the processing will be described based on a flowchart. FIG. 6 is a diagram showing the contents of the processing at the time of product purchase. The product purchaser accesses the virtual store on the network using the purchaser terminal. Here, access qualification and the like are confirmed by inputting a customer number, and if OK, a desired product is specified on a product search screen or the like (step 6-1 in FIG. 6). Here, the procedure up to the identification of the product uses a search system or the like provided by the electronic mall system. Since this procedure is a general matter in the electronic mall system and is not a feature of the present invention, a detailed description is omitted.

After the product is specified, when purchasing the product, a product purchase procedure is performed (step 6-2 in FIG. 6).
When the product purchase procedure is performed, information on the purchased product is stored in the purchase data 10 in association with the purchaser based on the input information. In particular,
The customer number input when accessing the virtual store is set in the field of customer number 10-1 of the purchase data 10, and the product model number 10-2 for specifying the selected product is the product model number 30-3 of the product master 30. From the product name, and set the same
0-3 is also obtained and set from the product name 30-1 of the product master 30, and the date and time of application for the product is obtained by referring to the system date and system time managed by a computer, for example. Set in the column of 10-4, and in order to specify the order, generate a unique identification number that can specify the order in the virtual store, such as counting up each time an order is generated, and specify the order number in the column of 10-5. And writes it in the purchase data 10.

Thus, the purchaser and the information (model number) for uniquely identifying the purchased product are stored in association with each other. Next, purchase data 1 which is the subject of the present invention is described.
The procedure for purchasing related products will be described based on 0. 7 and 8 are flowcharts showing the contents of the processing of the related goods purchase unit 60. FIG. 7 is a flowchart showing the contents of the processing of the purchased goods confirmation unit 610, and FIG. It is a flowchart which shows the content.

First, it is assumed that a customer tries to purchase a product related to a product purchased in the past. Access to the virtual store is confirmed by inputting a customer number or the like as in a normal purchase (step 7-1 in FIG. 7). Thereafter, it is confirmed whether or not the purchase of the related product is performed. When the purchase of the related product is selected, the purchased product confirmation unit 610 is activated. Alternatively, a virtual store that purchases related products may be operated as one store so that the user can directly access the related product purchase procedure. At this time, access to the virtual store can be performed in the same procedure as described above. When a virtual store for purchasing related products is provided as one store, purchase data 40
And the like may be shared between stores or may be held independently of each other. It is needless to say that it is desirable to synchronize the purchase data with the purchaseable store at a predetermined timing when each of them is held independently.

The purchased product confirmation unit 610 searches the purchase data 10 based on information that can specify customer information such as a customer number entered when accessing the virtual store, and extracts products purchased by the customer ( Step 7- of FIG.
2). In the purchase data 10 shown in FIG. 3, for example,
It is assumed that Mr. Yamashita of customer number 10-1 'yamasita001' wishes to purchase related products. Yamashita's customer number 10-
Search for purchase data 10 using 1'yamasita001 'as a key.
The "hiehie-97sx4" and "guru2-98abc" of the product model number 10-2 are extracted (step 7-2 in FIG. 7).

When the products purchased in the past are extracted, a product list screen as shown in FIG. 9 is created and displayed (step 7-3 in FIG. 7). Next, on the screen of FIG.
It is assumed that the item "Purchase related products" of "Hiehi Air Conditioner" is selected. Then, the related product processing unit 620 is activated. The related product processing unit 620 selects the product name “hie air conditioner” of the selected “related product purchase”.
Using the hie-97sx4 'as a key, the related product data 20 is searched and extracted (step 8-1 in FIG. 8). Referring to FIG. 4, the related product data 20 includes the product model number 'hiehie-97sx
As a related product of 4 ', a special filter (product model number fil001
sx4) and a large outdoor unit table (product number dai100) are registered, and these are extracted.

When the related products are extracted, a related product list screen as shown in FIG. 10 is generated and displayed (FIG. 8).
Step 8-2). In the screen of FIG. 10, in the item of the product name, the product page 2 registered in the related product data 20
Based on 0-30-3, the address of the virtual store that sells the product is associated, and by specifying the product name, it is possible to access the virtual store where the product is sold. , So that you can apply for purchase of related products.

As described above, when a purchaser purchases a product at a virtual store, a function of recording the product in association with information (such as a model number) for specifying the purchased product is provided. An appropriate related product can be presented to a customer only by specifying a product purchased in the past without explicitly specifying information for specifying the product when the related product is purchased later.

Further, related manual data 40 in which a product model number and a related manual are associated with each other is created, and FIG. 7 and FIG.
By replacing the extraction of the related product with the search and extraction of the related manual in the flowchart of [1], when the handling of the purchased product becomes unclear or a troubleshooting method can be easily confirmed. They are,
Fig. 9 shows an integrated after-sales service system for products.
As shown in, when displaying the list of purchased products, be able to select functions such as "Purchase related products", "Inquiry" that allows you to refer to the manual and check how to deal with troubles This gives more effect.

[0025]

As described above, according to the present invention, according to the present invention, a customer can specify a product that has been purchased in the past without specifying information for uniquely specifying the product, and thereby specifying the product. Related information can be easily obtained, and the service content of an electronic mall system that is expected to expand in the future can be expanded.

[Brief description of the drawings]

FIG. 1 is a diagram showing a basic configuration of the present invention.

FIG. 2 is a diagram showing an example of contents of a product master.

FIG. 3 is a diagram showing an example of the content of purchase data.

FIG. 4 is a diagram showing an example of the content of related product data.

FIG. 5 is a diagram showing an example of the contents of related manual data.

FIG. 6 is a flowchart showing the contents of processing of a purchase data registration unit;

FIG. 7 is a flowchart showing the contents of processing of a purchased product confirmation unit;

FIG. 8 is a flowchart showing the contents of processing of a related product processing unit.

FIG. 9 is an example of a screen displaying a list of purchased products.

FIG. 10 is an example of a screen displaying a list of related products

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[Procedure amendment]

[Submission date] August 20, 1999

[Procedure amendment 1]

[Document name to be amended] Statement

[Correction target item name] Claim 5

[Correction method] Change

[Correction contents]

Claims (5)

[Claims] 1. An electronic mall system for purchasing a product from a purchaser terminal connected to a network for a virtual store set up on a network, wherein at least a part of the product sold in the virtual store is specified. Related information storage unit that stores product identification information to be associated with related information related to the product, and product identification of the product for which the purchaser identification information that identifies the purchaser has been purchased when the purchaser has purchased the product. A purchase merchandise storage unit that stores the information in association with the information, and when the purchaser inputs information on the previously purchased merchandise from the purchaser terminal based on his / her identification information, A method for extracting product related information, wherein corresponding related information is extracted and presented so as to be selectable. 2. The method according to claim 1, wherein the related information is information on a product related to maintenance of the product. 3. An electronic mall system for purchasing a product from a purchaser terminal connected to a network for a virtual store set up on a network, comprising: product name information representing a product sold in the virtual store; A product information table that is stored in association with product specifying information that uniquely specifies a product; and the related information in which the product specifying information and related information related to the product specified by the product specifying information are stored in association with each other. A purchase product storage means for storing a table, purchaser identification information for identifying the purchaser when the purchaser purchases the product, and product specification information for uniquely specifying the product purchased by the purchaser, A purchase merchandise information table stored by associating the purchaser identification information with the commodity identification information by the purchase merchandise storage means; Gets a means for presenting to extract purchased product from the purchased product information table, the product identification information for uniquely identifying the product name specified by an instruction buyer of purchases of the presented,
A means for extracting related information of the product based on the obtained product specifying information and the related information table; and a display means for presenting the related information extracted by the extracting means. By specifying a desired product from a list of previously purchased product names presented by means,
The extraction means specifies product specifying information for specifying the product, the related information corresponding to the product is extracted based on the product specifying information, and the related information extracted by the display means is displayed. After-sales service support system. 4. The apparatus according to claim 3, wherein the related information is information on a product related to maintenance of the product.
The after-sales service support system described. 5. Extraction of merchandise-related information in an electronic mall system connected to a virtual shop established on a network from a purchaser terminal connected to the network and in which the purchaser purchases goods via the terminal. A program for realizing the method, comprising: product name information representing a product sold to the virtual store; a product information table stored in association with product specification information for uniquely specifying the product; and the product specification information. A related information table in which related information related to the product specified by the product specifying information is stored in association with the product; purchaser identification information for identifying the purchaser when the purchaser purchases the product; Storing in association with product specifying information that uniquely specifies a product purchased by the purchaser; and the purchaser stored in association with the storing step. Extracting and presenting a purchased product corresponding to the purchaser identification information from the separate information and the product specifying information; and uniquely specifying a product name specified by a purchaser's instruction among the presented purchased products. Get product specific information to
A step of extracting related information of the product based on the obtained product specifying information and the related information table. A storage medium storing a computer-readable program, characterized by comprising: