KR100708079B1 - Internet shopping mall server and method for supporting customers thereof - Google Patents

Abstract

The present invention relates to an internet shopping mall server and a customer support method thereof.

In the customer support method of the Internet shopping mall operator according to the present invention, (a) receiving an opinion on a predetermined product from a customer; (b) posting the received opinion in a document on a bulletin board system (BBS); and (c) posting on the bulletin board an answer provided by the design office in charge of the design of the product with respect to the opinion posted in the document. As a result, an internet shopping mall server capable of bidirectional communication with a customer and a method of supporting the customer are provided.

Description

Internet shopping mall server and method for supporting customers

1 is a block diagram illustrating an internet based shopping system to which an internet shopping mall server 1 is applied according to a preferred embodiment of the present invention;

2A and 2B show an example of connection of a design room terminal to the Internet shopping mall server 1 of FIG.

3 is a detailed block diagram of the Internet shopping mall server 1 of FIG.

4 is a page connection block diagram of the Internet shopping mall server 1 according to the preferred embodiment of the present invention;

5 is a flowchart for explaining the customer support method through the design room chat room 45 in relation to the customer,

6 shows an embodiment of the initial page of the design room chat room 45 displayed on the Internet access means 3a or 3b.

7 shows an embodiment of a document creation page displayed on the internet access means 3a or 3b,

8 is a flowchart for explaining the customer support method through the design room chat room 45 in relation to the design room.

* Explanation of symbols for the main parts of the drawings                 

1: Internet shopping mall server (1) 3a, 3b: Internet access means

5: internet 6: private network

7,8: design room terminal 30: control module

30a: collection module 30b: publishing module

30c: Point assigning module 39: communication interface

40: Customer 41: Homepage

42: Shopping Page 45: Design Room Chat Room

The present invention relates to an Internet shopping mall server and a method for supporting the customer, and more particularly, to collect a customer's opinion on a product to be sold and to post an answer provided from a design room. It relates to an Internet shopping mall server and its customer support method.

Internet shopping malls based on the Internet are being activated, and the competition for product sales between each shopping mall is accelerating.

However, in the conventional Internet shopping mall, information on products has been provided according to the one-sided intention of the shopping mall operator. That is, the shopping mall operator unilaterally provides the customer with information such as image information, size, price, function description, etc. of the product sold in the shopping mall, and the customer has only the right to determine whether to purchase the information. In other words, there is only one-way information provided to the customer from the shopping mall operator between the conventional internet shopping mall and the customer.

Therefore, the customer did not have a means of expressing opinions on complaints, questions, and suggestions about the purchased product. After all, the customer must use the offline customer support means provided by the manufacturer of the product to solve this problem.

However, it is difficult to say that there is an offline customer support means for all the products sold in the Internet shopping mall, and even if there are, there is a hassle of having to call or visit to use them.

In other words, online commerce based on the Internet is very active, but the conventional Internet shopping malls only sell products, and there is a problem in that two-way communication with customers about the products is hardly achieved.

The opinions of customers about the product can be a guideline in setting the design direction of the product, so it is very important for the customer satisfaction of the internet shopping mall and the product manufacturer.

In this regard, an online shopping mall (www.sanyo.co.jp) operated by Sanyo of Japan for its products has established an offline counseling office where comprehensive consultation on its products can be made. Also, the telephone consultation time is displayed. That is, the Internet shopping mall provides convenience for using the offline counseling room.                         

However, Sanyosa's Internet shopping mall also has a hassle that customers have to present their opinions through a separate offline, and the absence of two-way communication with customers in the Internet shopping mall is still unresolved.

Accordingly, it is an object of the present invention to provide an Internet shopping mall server capable of bidirectional communication with a customer and a method for supporting the customer.

Another object of the present invention is to provide an Internet shopping mall server capable of bidirectional communication between a design room of a product and a customer and a method of supporting the customer.

Still another object of the present invention is to provide an internet shopping mall server and a customer support method thereof, which can greatly improve customer satisfaction.

Still another object of the present invention is to provide an Internet shopping mall server capable of collecting customer opinions that guide the design of a product and a method of supporting the customer.

The above object, according to the present invention, in the customer support method of the Internet shopping mall operator, (a) receiving a comment on a predetermined product from the customer; (b) posting the received opinion in a document on a bulletin board system (BBS); And (c) posting on the bulletin board an answer provided by the design office in charge of the design of the product in response to the comments posted in the document.

Here, (d) preferably further comprises the step of providing a predetermined reward for the customer, the reward, it is effective that the earning point to purchase the product in the Internet shopping mall.

(E) transmitting a pros and cons input form that can selectively display pros or cons for the documents requested from the customer and the requirements described therein to the internet access means of the customer; (f) receiving pros or cons from the customer on the pros and cons input form; And (g) posting the received pros or cons on the bulletin board.

And, in step (g), it is effective to be posted with the number of inquiry for each document posted on the bulletin board.

On the other hand, the above object, according to another field of the present invention, a customer database in which information about the customer is stored; A collection module for receiving a customer's opinion on a predetermined product from a customer's Internet access means stored in the customer database and receiving an answer to the opinion from a design room terminal provided in the design room of the product: and It is also achieved by an Internet shopping mall server comprising a posting module for posting a comment and an answer to the comment as a document on a bulletin board provided in the internet shopping mall.

Here, further comprising a reward module for providing a predetermined reward for the customer provided the opinion, wherein the reward, it is effective that the earning point to purchase the product in the Internet shopping mall.

In addition, the collection module, and transmits the pros and cons input form that can selectively display the document requested from the customer and the opinions or opinions of the comments described in the document to the Internet access means of the customer, and from the customer Receives the consent or disagreement inputted on the pros and cons input form, the posting module posts the received pros or cons on the bulletin board, and the number of views for each document posted on the bulletin board in the pros and cons Posting with is effective.

Hereinafter, with reference to the accompanying drawings, a preferred embodiment of the present invention will be described in detail.

1 is a block diagram illustrating an internet based shopping system to which an internet shopping mall server 1 is applied according to a preferred embodiment of the present invention.

Referring to FIG. 1, an internet-based shopping system includes a customer internet access means 3a and 3b and an internet shopping mall server 1 for selling a product to a customer based on the internet 5.

The Internet access means 3a and 3b mean a PC, a mobile phone, etc. for the customer to access the Internet shopping mall server 1 via the Internet 5. The internet shopping mall server 1 is loaded with an application program connected to the Internet 5 to receive information about a product from a customer through the Internet access means 3a and 3b and to provide the information to other customers.

 Here, the Internet shopping mall server 1 collectively refers to software and hardware managed by the shopping mall manager. On the other hand, the Internet 5 may be replaced by other network. When the network is replaced, the customer's Internet access means 3a and 3b and the network interface of the Internet shopping mall server 1 should be changed or made to be accessible to the replaced network.

2A and 2B show an example of connection of a design room terminal to the Internet shopping mall server 1 of FIG.

The design room terminals 7 and 8 are Internet connection means provided in the design room for designing the products sold by the Internet shopping mall server 1, and the manager of the design room chat room, which will be described later, connects to the internet shopping mall server 1. Used to log in to the room chat room. Referring to FIG. 2A, the design room terminal 7 may access the Internet shopping mall server 1 through the Internet 5, similarly to the Internet access means 3a or 3b of the customer. Also, referring to FIG. 2B, the design room terminal 8 may be configured to connect to the Internet shopping mall server 1 through a dedicated communication network 6 established over a certain area (for example, a business headquarter and a business branch). . On the other hand, the Internet shopping mall server 1 is provided with a communication interface for connecting to the Internet 5 and the dedicated communication network 6.

3 is a detailed block diagram of the Internet shopping mall server 1 of FIG.

Referring to FIG. 3, the internet shopping mall server 1 may include a customer database 31, a product database 32, a bulletin board database 33, a control module 30, and a communication interface for exchanging necessary data with the outside. (39).

The information about the customer stored in the customer database 31 includes a customer ID, a password, an e-mail address, a contact number, an age, a job, and a earning point. Product information on the product, such as the name, price, specifications, image information, etc. of all products sold in the home appliance, in particular, including the product name, model name, size, price, specifications, image information. The information stored in the bulletin board database 33 is a document to be posted in the design room chat room and includes a document created and input from a customer and data necessary for the operation of the design room chat room.

Design room chat room is a kind of bulletin board system (BBS), where customers post various opinions about products sold in internet shopping mall operated by internet shopping mall server (1), and through design room terminals (7,8) It means the virtual space for posting the reply sent.

The control module 30 sells the product stored in the product database 32 to the customer through the Internet 5, operates a design room chat room arranged to allow interactive communication with the customer, and provides feedback to the design room chat room. It is responsible for granting points for rewarding customers. To this end, the control module 30 includes a collecting module 30a, a posting module 30b, and a point granting module 20c.

The collection module 30a collects the customer's questions, complaints, suggestions, etc. for a given product from the customer's Internet access means 3a or 3b, and is a design room terminal provided in the design room of the product. Receive a response to the comments of the design room chat room operator from (7,8). The posting module 30b posts the customer's questions, complaints, suggestions, and answers to the questions, complaints, and suggestions on the bulletin board. The point grant module 20c is a reward module for rewarding a customer, and responds to the customer database 31 in accordance with a predetermined rule as a reward for the customer who provided the question, complaint, or suggestion. Save your points to save. The customer can purchase the product in the Internet shopping mall with the accumulated points. Of course, points can be configured to be exchanged for value by a variety of other methods.

4 is a block diagram of a page connection of an Internet shopping mall server 1 according to a preferred embodiment of the present invention.

4, after the homepage 41 is displayed on the Internet access means 3a or 3b of the customer 40, the page provided by the Internet shopping mall server 1 is immediately followed by a shopping page 42 for shopping. The initial page of the design room chat room 45 may be displayed or may be immediately displayed. In addition, the homepage 41 is displayed directly on the shopping page 42, the initial page of the design room chat room 45 is displayed directly on the shopping page 42, or the homepage 41 is immediately displayed on the design room chat room 45. Or a shopping page 42 is displayed.

Here, the shopping page 42 refers to a page provided from the Internet shopping mall server 1 to the Internet access means 3a or 3b of the customer so as to purchase a product stored in the product database 21. In the meantime, the design room chat room 45 is provided so as to correspond to a washing machine, a refrigerator, a gas stove, a microwave oven, and a vacuum cleaner. Here, the design room chat room 45 may be provided to correspond to higher categories, such as home appliances, baby products, and the like.

Referring to the customer support method according to a preferred embodiment of the present invention by the above configuration as follows.

5 is a flowchart for explaining the customer support method through the design room chat room 45 in relation to the customer.

When the customer accesses the homepage 41 of the Internet shopping mall server 1 through the Internet access means 3a or 3b, and logs in to the design room chat room 45 using the customer ID and password (step 501), the Internet access is made. The design room chat room 45 is displayed in the means 3a or 3b (step 502).

Customers connected to the design room chat room 45 may read the posted document or write and input their own questions, complaints, suggestions, and the like.

First, the process of reading a published document is explained.

After looking at the title of the document posted from the initial page of the design room chat room 45, the customer clicks on the title to read and requests a document in which the specific content is written (step 503).

The collection module 30a which receives the document request through the communication interface 39 extracts the requested document from the bulletin board database 33 and adds a pros and cons input form for selectively displaying the pros and cons. (39) to the customer's Internet access means (3a or 3b). Meanwhile, the posting module 30b increases the number of inquiry of the document by one (step 504).

The customer reads the content of the document displayed on the internet access means 3a or 3b, selectively displays the pros and cons on the pros and cons input form, and sends it back to the internet shopping mall server 1. Accordingly, the collection module 30a of the Internet shopping mall server 1 receives a positive or negative opinion through the communication interface 39 (step 505).

The collecting module 30a provides the received pros or cons to the posting module 30b, and the posting module 30b increases the number of pros or cons posted on the bulletin board based on the received comments (step 506). ).

Next, the process by which a customer writes and inputs a comment in the design room chat room 45 is demonstrated.

When the customer clicks on the read icon provided on the initial page of the design room chat room 45 and requests document creation (step 507), the collection module 30a of the Internet shopping mall server 1 receives the information of the customer through the communication interface 39. The document creation page is transmitted to the Internet access means 3a or 3b (step 508). On the document creation page, there is an input form for inputting customer comments.

The customer uses the internet access means 3a or 3b to write his question, complaint, or suggestion on the input form of the documentation page. When the description is completed, the created document is transmitted to the Internet shopping mall server 1 by clicking the storage icon provided on the lower right side of the document creation page.

The collection module 30a of the Internet shopping mall server 1 receives a document written by a customer through the communication interface 39 (step 509), and the posting module 30b stores the received document in the bulletin board database 33. Post to the bulletin board (step 510).

The point granting module 30c grants a crediting point according to a predetermined rule to the customer who has written the received document and stores the assigned earning points in the customer database 31 (step 511).

In steps 502 and 508, an example of the implementation of the initial page and the document creation page of the design room chat room 45 displayed on the Internet access means 3a or 3b is as follows.

6 is an example of implementation of the initial page of the design room chat room 45.

Referring to FIG. 6, the opinions collected from a plurality of customers are posted as documents as the initial page of the design room chat room 45. More specifically, the customer's ID of the customer who uploaded the question title "Inquiry title" such as questions, complaints, suggestions, etc. in the design room chat room 45, the question , "Views" for complaints, suggestions, "yes" for the number of supporters, "opposition" for the number of dissents, and "date" when the question, complaint, or suggestion was received. It is. On the other hand, there is a search form in the bottom right of the initial page to search for customer feedback.

7 is an example of a document creation page.

Referring to FIG. 7, "Please select" as a selection window for selecting a topic, "Title of the article" as an input form for inputting a title of a comment, and "Uploader" as an input form for inputting a customer's ID and a customer. There is an input form of "I want to leave" to enter the comments specifically. At the bottom right of the input form of "say to leave" is a storage icon is arranged for transmission to the Internet shopping mall server (1) when the input of the opinion is completed. On the other hand, in the lower right of the document creation page, a search form for searching the posted customer opinion is provided.

8 is a flowchart for explaining the customer support method through the design room chat room 45 in relation to the design room.

Referring to FIG. 8, when the design room chat room manager accesses the homepage of the Internet shopping mall server 1 through the design room terminals 7 and 8 and logs in to the design room chat room using the administrator ID and password (step 801). The design room chat room is displayed on the design room terminals 7 and 8 (step 802).

The design room chat room manager is a person who is in charge of designing the product, engaged in design related work, or substitutes for the work, and design room chat room (45) through design room terminals (7, 8) installed in the design room. ).

The design room chat room manager connected to the design room chat room 45 reads the document posted in the design room chat room 45 and writes and inputs an answer to the customer's questions, complaints, suggestions, and the like described in the document. At this time, the answer input can be divided into a case of writing a response immediately after reading a new document posted in the design room chat room 45 and a case of writing an answer at a time difference.

First, as shown in FIG. 6, for a new opinion that is not attached to the comment posted on the initial page of the design room chat room 45 (step 803), the design room chat room manager may select “subject title”. Click to request a document describing the content (step 804).

The collection module 30a that receives the document request through the communication interface 39 extracts the requested document from the bulletin board database 33 and uses the communication interface 39 to design room terminals 7 and 8 of the design room conversation manager. (Step 805).

Design room chat room manager reads the comments displayed in the design room terminal (7,8), and clicks the answer creation icon not shown at the bottom of the feedback request to the Internet shopping mall server (1) to create a document for writing answers (Step 806).

On the other hand, for comments that have already been read but not attached to the posted comments (step 603), the design room chat room manager requests a response by clicking the write icon provided on the initial page of the design room chat room 45 ( Step 806).

Accordingly, the collection module 30a of the Internet shopping mall server 1 transmits the document creation page to the design room terminals 7 and 8 of the design room chat room manager through the communication interface 39 (step 807). Here, since the document creation page displayed on the design room terminals 7 and 8 of the design room chat room manager has the same configuration as that of FIG. 7, detailed description thereof will be omitted.

When the design room chat room manager writes an answer to the customer's opinion on the input form provided on the document creation page and transmits the answer to the Internet shopping mall server 1, the collection module 30a of the Internet shopping mall server 1 communicates. Receiving the answer written by the design room chat room manager through the interface 39 (step 808), the posting module 30b stores the received answer in the bulletin board database 33 and posts it to the bulletin board (step 809).

As described above, according to the present invention, there is provided an Internet shopping mall server capable of two-way communication with a customer and a method for supporting the customer.

According to the present invention, two-way communication between the design room of the product and the customer is possible, thereby greatly improving customer satisfaction, and the collected customer's opinion becomes a guide for the product design, so that the customer's requirements are reflected and Develop and sell products with high satisfaction.

Moreover, the customer's opinion posted on the bulletin board and the response from the design office are marked with the number of views and the like and disagreement, so that the customer can be provided with more reliable and high-quality information.

Claims (10)

In the customer support method of the Internet shopping mall operator, (a) receiving feedback on a given product from a customer; (b) posting the received opinion as a document on a bulletin board system (BBS); (c) posting on the bulletin board an answer document received from a terminal of a design office in charge of designing the product with respect to the opinion posted in the document; (d) receiving a comment document or an answer document posted on the bulletin board from a customer or another customer who provided the comment; (e) transmitting a pros and cons input form capable of selectively displaying the requested document and the like or disagreement with the requested Internet access means of the customer who requested the document; (f) receiving an affirmative or disagreement input into the pros and cons input form from the customer requesting the document; And (g) displaying the number of pros or cons received for each document posted on the bulletin board on the bulletin board. The method of claim 1, (h) providing a predetermined reward for the customer who provided the opinion. The method of claim 2, The reward is a customer support method, characterized in that the earning point to purchase the product in the Internet shopping mall. The method according to any one of claims 1 to 3, Step (g), the customer support method characterized in that to display the number of inquiry for each document posted on the bulletin board. delete A customer database in which information about the customer is stored; Receive a customer's opinion about a certain product from a customer's Internet access means stored in the customer database, receive a response to the received opinion from a design room terminal provided in the design room of the product, and the opinion or answer document Sending the pros and cons input form that can selectively display the requested opinion, the response document, and the like or dissatisfaction for the document, to the pros and cons input form of the customer requesting the document. A collection module for receiving the entered pros or cons; And a posting module for posting the received comment and the answer to the comment as a document on a bulletin board provided in an internet shopping mall. The method of claim 6, And a reward module for providing a predetermined reward for the customer who provided the opinion. The method of claim 7, wherein The reward is an Internet shopping mall server, characterized in that the earning point to purchase the product in the Internet shopping mall. delete The method according to any one of claims 6 to 8, The posting module, the Internet shopping mall server, characterized in that to display the pros or cons with the number of views for each document posted on the bulletin board.

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