KR20020050489A - service system for client and operation method for this system - Google Patents

Abstract

PURPOSE: A system for providing a customer service and a system operation method for confirming the service satisfaction of the system are provided to enhance the actual satisfaction of a customer and to carry out the accurate understanding of the satisfaction for the service provision by enhancing the hit ratio of the service provision through the improvement of the performing method for the satisfaction confirmation service. CONSTITUTION: The system for providing the customer service comprises a DB(11) storing various kinds of information according to the service provision of each customer, a customer service network for confirming the service completion by confirming the information stored in the DB and the satisfaction of the service after completing the service, and a mail server(13) transferring a message to the customer in order to confirm the customer satisfaction in case of completing the service provision. A SMS(Short Message Service) server transfers the message to the customer by using a mobile or wireless communication network.

Description

Customer service provision system and system operation method for checking service satisfaction of this system {service system for client and operation method for this system}

The present invention relates to a customer service satisfaction confirmation system and a method of operating the system to improve consumer satisfaction with each service provider.

In general, each service provider is provided with the services required by each individual, as well as a predetermined service fee for the provided services.

In this case, the service provider may be a company for manufacturing or selling, not only a private business such as a restaurant or a shop, but also various other companies.

In addition, the service provided by the service provider may be a tangible service such as a general product or a food, or may be an intangible service such as guide of a tour or repair of a product.

Among the service providers as described above, the general company that manufactures and sells the product should always be aware of the complaints of consumers and make efforts to correct them.

As a result, the average company is now working harder to increase customer satisfaction so that consumers can buy their products in the future.

To this end, services currently performed for customers are subdivided into services such as reception and consultation of customer service requests, actual customer service for the execution of the requested service, and confirmation service for satisfaction confirmation after service execution.

1 is a flowchart illustrating a process of performing the above-described service, which will be described in more detail with reference to the related art.

First, when a customer related to a service provider attempts a phone call with each service center for inquiries, complaints, or malfunctions of various products, a call is made with each agent of each service center to receive a service. Perform the request.

In addition, the requested service of the customer requested as described above is stored in a DB by the counselor, and the notification of the received contents is performed to each point located at a location close to the customer, and the respective points are notified of the received information. Visit the customer and perform the service. (S11)

When the provision of the service is completed, the service performer notifies each service center of the completion of the service.

In addition, each service center notified of the completion of the service calls the customer who requested the service again (S12) and confirms whether the service is satisfied, receives the additional request (S13), and adds the contents to the corresponding database (S13). The service is terminated by storing in the DB;

Confirmation service confirming the satisfaction of the service during each process of the above-described service is the last service performed to maximize the service satisfaction of the customer.

That is, the service to confirm whether the service is satisfied by the service provider receiving the request of the service from the customer after providing the requested service to confirm the additional requests and complaints, or matters that need to be improved complaints to the customer In addition to solving the problem as much as possible, and improving the satisfaction that customers feel, it is possible to carry out continuous customer management.

It is more preferable that such a service should be performed in consideration of the difference in haptic satisfaction that a person who receives it and a person who does not provide it feel.

Accordingly, in the related art, when a notification upon completion of all services is made, a telephone call of each counselor was made to confirm service satisfaction and receive additional requests.

However, the service satisfaction check by the agent's telephone call as described above has a problem that it takes a lot of manpower to perform its service and the method of performing the call had a low call hit rate in the absence of the customer. .

In addition, the above-mentioned problem is a process for confirming the satisfaction of the service, and thus the customer's position is not taken into consideration, which causes the customer to receive a lot of complaints even though the service is provided.

That is, considering that the service for checking the satisfaction of the conventional service is dependent only on the phone call, when the customer's phone (especially the mobile phone, etc.) is turned off, when it is difficult to perform a call due to personal use, when the connection is poor, the actual service benefits In a situation such as a non-customer, the process for checking the satisfaction of the service could not be performed.

In particular, after receiving a service, the customer often receives a question about confirming the satisfaction of the service while the confirmation time for the provided service is not sufficient, causing a customer complaint.

Nevertheless, in the related art, since the progress of the service according to the service satisfaction confirmation was not made through re-call, the implementation rate of the service provision for the satisfaction check remained only at a very small level.

In addition, according to the conventional satisfaction confirmation service described above, as the subjective point of view of the counselor performing the same, the satisfaction with the service was not accurately understood, and there was a problem that the overall satisfaction was formal and prevalent.

The present invention has been made in order to solve the above problems, by improving the method of performing the satisfaction confirmation service to improve the hit rate of the service provider to induce improved customer satisfaction and to accurately grasp the satisfaction of the service provider The purpose is to provide a system for checking customer service satisfaction and operation of the system.

1 is a flowchart briefly illustrating an operation process of a general customer service providing system.

2 is a configuration diagram schematically showing the configuration according to the first embodiment of the present invention customer service providing system;

3 is a flow chart briefly showing an operation process according to the first embodiment of the present invention customer service providing system;

4 is a flowchart illustrating a process of operating the customer service providing system when a message is returned to the customer service providing system of the present invention.

5 is a configuration diagram schematically showing a configuration according to a second embodiment of the present invention customer service providing system;

6 is a flow chart briefly showing an operation process according to a second embodiment of the present invention customer service providing system;

7 is a configuration diagram schematically showing a configuration according to a third embodiment of the present invention customer service providing system;

8 is a flowchart schematically showing an operation process according to a third embodiment of the present invention customer service providing system;

Explanation of symbols for main parts of the drawings

11. Database 12. Network for Customer Service

13. Mail Server 14. Short Message Service Server

According to an aspect of the present invention for achieving the above object a database (DB: Data Base) that stores a variety of information according to the service provided by each customer; A customer service network for confirming whether the service is completed after checking the information stored in the DB and continuously checking whether the service is completed; When the provision of the service is completed, there is provided a customer service providing system that includes a message transmission means for transmitting a message to the customer to confirm the customer's satisfaction with the service.

In addition, the present invention for operating the system comprises the steps of checking whether the performance of the requested service from the customer is completed by searching the database stored information for the management of the customer; In the step of retrieving the completion of the service, searching for the information of the customer previously stored in the database and transmitting a message for checking the satisfaction according to the service provision to the customer who requested the service; If the message sent to the customer by the step is returned from the customer, storing the contents of the returned message in a corresponding database: including the step of confirming the service satisfaction of the customer service providing system, characterized in that the process proceeds sequentially. Provide operational methods for

Hereinafter, each embodiment according to the configuration and method of the present invention as described above will be described in more detail with reference to FIGS. 2 to 8.

First, Figure 2 is a schematic diagram showing a customer management system according to the present invention.

That is, in the first embodiment of the computer-based customer service providing system according to the present invention, as shown in FIG. 2, a database (Data Base) 11 in which various types of information about a customer are stored, and the information stored in the DB 11 are described. It is proposed to establish a network for the customer service 12 to proceed to check the service and the message transmission means for confirming the satisfaction of the customer after the completion of the provision of the service.

At this time, the customer service network 12 repeatedly checks the information stored in the DB 11 at predetermined intervals and continuously checks whether the service is completed. It is to check the satisfaction.

The message transmission means is constructed as a mail server 13 so that the created confirmation message can be transmitted to the customer's PC 20 by electronic mail or the like.

Hereinafter, an operation process S100 according to the first embodiment of the customer service providing system having the above-described configuration will be described in more detail with reference to the flowcharts of FIGS. 3 and 4.

First, when a service request is received from a customer, the requested information is delivered to the corresponding service performer of the service center having the area where the customer belongs.

The service performer provides the corresponding service based on the received information.

When the service is completed by the above process, the service performer stores the contents according to the service in the corresponding DB 11.

At this time, the customer service network 12 confirms the completion of the service (S102) and then retrieves the information of the customer stored in the DB 11 to confirm the satisfaction of the provided service to the customer provided with the service. Send a message for

In the above, the customer service network can confirm the completion of service performance because the customer service network regularly searches the DB where the customer information is stored and continuously checks whether the service performed by the customer is completed. Do.

Then, the satisfaction confirmation message for the service is transmitted by using an e-mail, wherein the e-mail address of each customer requests a service from a corresponding service provider to receive a service, or as a customer. If you register with the service provider, you will be asked to enter your e-mail address as well as general information in each of your information requests.

If the customer is a registered customer, additional information is secured by requesting information about an e-mail address.

At this time, the mail server for transmitting the e-mail may use a mail server built in a mail service company that provides a separate e-mail service, but it is more preferable to include it in a customer service network for efficient system management. Do.

In addition, the e-mail transmitted as described above includes at least one or more of various inquiries, matters regarding whether the inventory is in stock, matters about whether the service performer is kind, matters to request, answers to the request, and whether or not an event has occurred. Is included and transmitted. (S103)

At this time, the sender of the customer service network for sending the message to send the information on whether or not the event occurs, always checks the occurrence of various events held by the company, and if the event occurs A brief description of the event is attached to the message and transmitted together (S104).

In addition, as described above, various matters included in the e-mail can be improved and the evaluation of the grade for each matter can be stored as statistical data for reference when providing services to other customers. The way of survey is built.

Therefore, the customer receives the message according to the service satisfaction check transmitted as described above by checking his or her mail at a desired time (when confirming the e-mail to him).

As a result, it is possible to solve the problem of checking whether the service is satisfactory in the conventional manner of unilaterally making a call without considering the customer's circumstances.

In the above process, when the customer allows to respond to various questionnaires, fills out comments according to each matter, and performs a reply, the network for customer service responds by e-mail, telephone, or short message. The method checks whether the service is a short message service (SMS) and performs an operation corresponding thereto.

Hereinafter, an operation process corresponding to the reply method of the message returned by the customer service network will be described in detail with reference to FIG. 4 as follows.

First, if the confirmed reply method of the message is an e-mail or an SMS method, the contents of the received e-mail are classified for each item and stored in the corresponding DB (S111).

In this case, the classified items may be broadly classified into response to complaints, complaints, and satisfaction, but are not limited thereto.

That is, considering that the majority of customers who have dissatisfaction do not reply to the message, the items can be omitted, and the satisfied customers can be divided into simple satisfaction or very satisfied classification. This is because there may be a reply by inquiry and stock.

Accordingly, the present invention suggests that the categorized items according to the contents of the reply message are classified into the response to the survey and the contents of the service provided (complaint, simple satisfaction, usage inquiry and inventory, etc.).

At this time, if the reply message is about the service provided by the customer service network classifies the person in charge and performs the consultation (S112).

The information classified as described above and stored in the DB is used as an index to improve the service in the future.

That is, the complaints of the stored classifications are used as reference materials for the improvement thereof and the matters of satisfaction are used as reference materials for better service.

In addition, when a request for adding a service or restocking of the stored classification occurs, the service is re-executed and the above-described process is repeated.

However, in the above-described process, each customer may feel rejected when presenting the questionnaire when simply sending an e-mail.

Accordingly, when the customer responds to the questionnaire for each matter included in the e-mail and returns the contents thereof, it is more preferable to provide the customer with a predetermined incentive.

In addition, the provided incentives promote customer attraction by designating points to be deducted when a customer purchases a product of the company, but are not limited thereto.

On the other hand, if the confirmed reply method of the message is a telephone method, the customer service network calls the customer to check for additional service requests, requests for resolution of various complaints, views on satisfaction, and whether the inquiry is in stock. (S113)

Then, the contents of the consultation with the consumer through the direct call as described above is stored in the DB.

At this time, when the additional request or restocking of the service occurs in the stored classification, the service is performed again and the above-described process is repeated.

In addition, when the method of replying the message is a method through an ARS (Auto Response System) service, the network for customer service is performed by checking the contents input through the ARS service and storing the contents in the corresponding DB.

At this time, the customer can reply to the message without burden, such as accepting various request contents through the ARS service.

On the other hand, the means for transmitting the message to the customer provided with the service to confirm the satisfaction of the provided service is not necessarily made only by the above-described e-mail.

That is, in consideration of the fact that the majority of customers currently have a terminal 30 for communication, it is desirable to enable the transmission of the message as a short message service (SMS) for mobile communication.

Accordingly, in the second embodiment of the customer service providing system according to the present invention, as shown in FIG. 5, the means for transmitting the message may transmit a message to a customer using a mobile communication network or a wireless communication network. (14).

At this time, the short message service server is not built on the network of the service provider according to the present invention, but the short message service constructed on the network operated by each message transmission service agent or the operator of each wired / wireless mobile communication network. You can use a server.

Hereinafter, the operation (S200) of the service providing system according to the second embodiment of the present invention having the above-described configuration will be described in more detail with reference to FIG. 6.

First, the person in charge inputs a message to be transmitted to the customer using the customer service network 12. (S201).

At this time, the message to be transmitted includes at least one of the matters such as the satisfaction of the product provided with the service, the question of use, the question of whether the inventory.

In addition, each message designated as described above may use a message previously stored in a network for customer service or a person in charge prepares the message.

In addition, if an event occurs in the service provider in this process, whether or not the event occurs is attached to the message (S202).

In this state, the person in charge selects any one of the companies operated by the operators of the respective mobile communication networks (S203).

At this time, the selection of the company is preferred to select the mobile communication company to which the customer is subscribed, but is not limited to this, it is also possible to select other companies or a plurality of companies.

However, the company for sending the message selected as described above may be a company operated by a message transfer service agent that performs on behalf of each short message service (SMS) rather than a company operated by a mobile communication network.

In consideration of the fact that the service provider may request a member login when selecting a short message service provider in the above process, the company operating the customer service providing system separately registers, and the member ID and password at this time. Can be used in common.

When the selection of the company for sending the message is completed by each of the above processes, the caller and the return phone number for sending the message are filled in, respectively.

At this time, the sender for sending the message is a customer service center having the area where the customer resides as a jurisdiction, and the return telephone number is a telephone number of a person in charge for confirming customer satisfaction of the customer service center.

This is so that if a customer returns or recalls a call as needed, the customer service representative can handle the call.

When the process is completed and the message is selected to be sent, the created message is transmitted to each customer through a short message service server (SMS server) of the mobile communication network (S204).

During the above process, the person in charge may enter a work time for sending a message to facilitate information storage.

When the process is completed and the customer confirms the message, he or she may select reply or call completion according to the customer's needs.

Subsequent processes are performed in the same manner as the operation process according to the message reply of the aforementioned customer service network described with reference to FIG. 4.

On the other hand, Fig. 7 shows a configuration of a third embodiment according to the present invention.

That is, according to the third embodiment of the present invention, a means for transmitting a message is obtained by using a mail server 13 and a mobile communication network or a wireless communication network for transmitting a message written in electronic mail or the like to a customer's PC 20. It is proposed that the short message service (SMS) server 14 includes all of the short messages service (SMS) server 14 to transmit the message to the mobile communication terminal 30.

In this case, the means for transmitting the message may be established in connection with a separate service provider that provides the service, and integrated with the customer service network constituting the service providing system. I never do that.

Such a configuration according to the third embodiment of the present invention can be configured to operate by integrating the above-described embodiments of the present invention to maximize the hit rate for message transmission and to improve the reply rate from the customer. So that is one configuration.

Hereinafter, with reference to the flowchart of Figure 7 showing the operating process (S300) according to a third embodiment of the present invention configured as described above in more detail as follows.

First, if the person in charge of checking the satisfaction of the service checks the DB and confirms that the service is provided to the customer who requested the service, the person in charge of the service is sent to the customer before sending a message to the customer to confirm the satisfaction of the service. Perform a telephone call to first check the satisfaction of the service provided. (S301)

In the process, if the customer is difficult to make the phone call or if the absence of the customer occurs, the notification of the message using the e-mail or the short message service of the mobile communication is performed.

That is, when the performance of the service is completed, the person in charge performs a phone call to the customer to confirm the service satisfaction, and when the customer responds to the phone call, the customer is consulted with the customer (S302) and the contents of the consultation are stored in the DB (S303). If the customer does not respond to the telephone call or is absent, he selects one of e-mail and short message service (S304).

At this time, the selection of the message transmission method can be selected by the person in charge searching for the information of the customer stored on the BD.

That is, when the e-mail address of the customer is entered in the retrieved information of the customer, a method of transmitting a message using e-mail to the customer's PC 20 is selected, and the telephone number of the customer's mobile communication terminal 30 is selected. If is written, select message transmission method using short message service.

If the e-mail address and the phone number of the mobile communication terminal are both included in the stored customer information, at least one message transmission method is selected, which is directly selected by the person in charge or according to the contract. .

Therefore, if the person in charge sends a message by any of the above-described procedures, the customer may check the message in spare time.

The customer who confirms the message performs a reply to the message according to his intention.

At this time, when the customer does not reply to the message, the customer service system checks this and completes the corresponding work.

The time point for determining the completion of the operation is pre-determined a predetermined period from the date the message was transmitted, and if there is no reply to the message within the predetermined period, the DB management is efficiently operated by determining that there is no reply intention of the customer. This is preferred.

And, the process of performing a reply to the message sent by the customer in the above process is the same as the first embodiment (S100) and the second embodiment (S200) described above will be omitted.

As described above, the customer management system according to the present invention has various effects as follows.

First of all, as a method for checking the service satisfaction, the customer uses the e-mail or the message service of the mobile communication terminal regardless of the checking time, so that the customer can check the message comfortably when the customer needs it. In addition to maximizing satisfaction, the response rate can be improved.

In addition, since the manpower required for checking the customer's satisfaction can be minimized, labor cost can be reduced.

In addition, since the confirmation time for the provided service is provided after the customer is provided with the service, the user can more accurately grasp the satisfaction of the customer.

Claims (18)

A database storing a variety of information according to the service provision of each customer (DB); A customer service network for confirming whether the service is completed after checking the information stored in the DB and continuously checking whether the service is completed; And a message transmitting means for transmitting a message to the customer to confirm the customer's satisfaction with the service when the provision of the service is completed. The method of claim 1, The means of sending a message is And a mail server for transmitting a message written in the electronic mail to a customer. The method of claim 1, The means of sending a message is A customer service providing system comprising a short message service (SMS) to be constructed to transmit a message to a customer using a mobile communication network or a wireless communication network. Checking whether a service requested from the customer is completed by searching a database in which information for management of the customer is stored; In the step of retrieving the completion of the service, searching for the information of the customer previously stored in the database and transmitting a message for checking the satisfaction according to the service provision to the customer who requested the service; If the message sent to the customer by the step is returned from the customer, storing the contents of the returned message in a corresponding database: including the customer service providing system for checking service satisfaction, characterized in that the process proceeds sequentially Operating method. The method of claim 4, wherein How to send a message to a customer A method of operating a customer service providing system for checking service satisfaction, characterized in that performed by using an e-mail method. The method of claim 5, The e-mail includes at least one of various inquiries, whether it is restocked, whether the service operator is kind, whether to request a request, an answer to the request, or an event guide. Operating method of the customer service providing system for checking the service satisfaction characterized in that the transmission. The method of claim 6, A method of operating a customer service providing system for confirming service satisfaction, characterized in that various matters included in an e-mail are constructed to enable evaluation of a grade for each matter, which is a form for a survey. The method of claim 7, wherein A method of operating a customer service providing system for checking service satisfaction, characterized in that a predetermined incentive is provided to a customer when a customer responds to a survey about various matters included in an e-mail and returns a written content thereof. The method of claim 4, wherein How to send a message to a customer A method of operating a customer service providing system for checking service satisfaction, which is performed by using a short message service (SMS) for mobile communication. The method according to claim 4 or 9, The process that a representative does to send a message to a customer Inputting a message to be transmitted to the customer; Selecting a communication network of a mobile telecommunication company to which the target customer of the message is subscribed; Inputting a sender and a reply telephone number that respectively send a message; A method of operating a customer service providing system for checking service satisfaction, characterized in that the step of sending a corresponding message to a customer through a communication network of each mobile service provider is sequentially performed. The method of claim 10, The sender who sends the message is a customer service center having a jurisdiction in which the customer resides, and the return phone number is a telephone number of a person who checks the customer satisfaction of the customer service center. How the customer service delivery system operates. The method of claim 4, wherein After confirming that the performance of the service is completed, the telephone call is made to the customer before the message for confirming the satisfaction of the service provision is sent to the customer to confirm the satisfaction of the service provision. A method of operating a customer service providing system for checking service satisfaction, characterized in that a message is notified to a customer when a rejection or absence of the customer occurs. The method of claim 4, wherein When sending a message Checking whether an event occurs; When the event occurs, the step of transmitting together with a brief description of the generated event attached to the message: The operation method of the customer service providing system for checking the service satisfaction, characterized in that further comprises. The method of claim 4, wherein In the process of saving the contents of the message returned from the customer to the database Operating method of the customer service providing system for checking the service satisfaction, characterized in that the content contained in the message is divided into a plurality of categories and stored in the database. The method of claim 14, The classification according to the contents of the message stored in the database Operation method of customer service provision system for service satisfaction confirmation characterized by simple satisfaction, usage inquiry, inventory and impression. The method of claim 4, wherein Each customer's email address is When a customer registers a service with a corresponding service provider in order to receive a service, a method of operating a customer service providing system for confirming service satisfaction, which is obtained by inputting each customer's information as well as the customer's e-mail address. . The method of claim 4, wherein Each customer's email address is Operating method of the customer service providing system for checking the service satisfaction, characterized in that the case of the registered customer additionally secured by requesting information about the e-mail address. The method of claim 4, wherein How do customers reply to a message? A method of operating a customer service providing system for checking service satisfaction, characterized in that it uses at least one of a telephone call, a short message service, an e-mail, and an automatic answering method.