KR20090030969A - Active call service system and method for providing customer receiving a e-mail with real time product information - Google Patents

Abstract

An active call service system and a method for providing a customer receiving an e-mail with real time product information are provided to increase revenue of a product seller by providing information about the corresponding product by an instant consulting through a call connection. An email sending server(30) is equipped in a computer system of a product seller, and send e-mails in which products information is included. An email client(20) is equipped in a computer system of a receiver of e-mail, receives e-mail through the internet, and provides a receipt checking information. A consultant management server(80) is equipped in a computer system of the call service provider. A consultant client is equipped in a computer system of a discrete consultant delivering the products information for selling to client through telephone. An e-mail receipt checking server(60) manages an e-mail receipt checking information of a receiver transmitted through URL of the products guidance page. A call management server(70) delivers the corresponding e-mail recipient and product information to a consultant client according to e-mail receipt check information and performs a call connection.

Description

ACTIVE CALL SERVICE SYSTEM AND METHOD FOR PROVIDING CUSTOMER RECEIVING A E-MAIL WITH REAL TIME PRODUCT INFORMATION}

The present invention relates to a system and method for more actively delivering real-time product information to an email recipient through a call service, and more particularly, a customer receiving an email checks an email sent by a seller or checks the contents of the email. The present invention relates to an active call service system and method for delivering real-time product information to provide an immediate call service for promoting product sales by delivering a corresponding product and related information to a call service provider when accessing the included product URL.

As e-mail becomes more common, product introduction methods through e-mail are becoming mainstream in addition to the conventional product introduction methods through mail or leaflets. This email introduction method does not require the conventional paper printing for the seller, does not require the cost of mailing, is cost-effective, the time of arrival to the receiver after sending is very fast, and the buyer has to go through the physical market directly. It is possible to learn more product information in a short time without the need to eliminate the burden of conventional paper mail disposal, and that both sellers and buyers can exchange product information with less time and space restrictions. There are many advantages such as dots, which led to rapid growth.

By the way, the product introduction through the e-mail is received by the customer (buyer) receiving the e-mail after checking the e-mail to meet their needs to determine whether to purchase the product. Accordingly, the conventional product introduction through e-mail was a promotion method that relies on passive marketing, in which the purchase is decided only by the buyer's arbitrary judgment about the product information included in the e-mail, which promotes sales. The effect was bound to fall.

On the other hand, there is a marketing method for delivering product information using a telephone in the form of product sales in another manner. In this telemarketing, the customer's telephone information is acquired and the call center's agents call the customer to consult and sell the product. According to each agent's ability, the customer can effectively persuade the customer to obtain a certain sales promotion effect. Can be.

However, in the related art, the current situation and state of the customer, for example, whether the customer is currently available for telephone connection, whether the call is available for a predetermined consultation time, or whether the situation can be explained about the merchandise for sale, etc. If you do not do this, the agent will randomly attempt to make a phone call at an inappropriate or ineffective time, which would waste time inefficiently, such as being unable to make a call with the customer or failing to deliver product information properly. In particular, there was a problem in that a strong dissatisfaction caused by the situation of the customer had an adverse effect on sales promotion.

The present invention is to solve the problems described above, an object of the present invention when the email recipient checks the e-mail or access the product URL included in the e-mail to deliver the product and related information to the call service provider to make a call It is to provide an active call service system and method for more effective real-time product information delivery through.

According to the present invention for achieving the above object, an email sending server provided in a computer system of a merchandise seller for sending an email containing product information; An email client provided in the computer system of the recipient of the email to receive the email via the Internet and provide acknowledgment information; An agent management server provided in a computer system of a call service provider; An agent client provided in a computer system of an individual counselor that delivers product information for sale to a customer through a telephone; An email reception confirmation server that manages email reception confirmation information of a recipient sent from the email client or sent through a URL of a product information page included in an email; And a call management server configured to deliver corresponding email recipient and product information to at least one agent client through the agent management server according to the email reception confirmation information confirmed by the email reception confirmation server, and to enable a telephone connection. An active call service system is provided that delivers real-time product information to a receiving customer.

The call service system of the present invention may further include a CTI system for telephone connection between an agent connected through an agent client and an e-mail recipient connected through the e-mail client according to a command signal of the call management server.

The call management server may further include at least one of an SMS system for sending a text message to an e-mail recipient connected through an e-mail clutter and an instant messaging system for sending an instant message.

Preferably, the counselor may be configured to ask whether a telephone call is possible through the counselor client and to selectively connect to a counselor in which the counselor client who is answered is located.

In addition, it is more preferable to ask the email recipient connected through the email client whether or not a telephone call is possible and to make a telephone connection only to the email recipient who has been answered.

According to another aspect of the invention, the step of the product seller sends an email to the customer through the email sending server; Transmitting acknowledgment information to an e-mail receiving confirmation server when the e-mail recipient checks the e-mail or accesses the corresponding product URL; Transmitting a call service request signal to a call management server according to the acknowledgment information, and transmitting the corresponding e-mail receiver and product information; And the call management server provides an active call service method for delivering real-time product information to an email receiving customer comprising the step of transmitting a call service request message and email recipient and product information to an agent client through the agent management server.

The call service method of the present invention may further include the step of connecting, by the call management server, an agent connected through an agent client through a CTI system and an email receiver connected through the email client.

In addition, the step of storing the customer information by confirming in advance whether or not to receive a call service for the product information for each email recipient, and then the customer of the email recipient who confirmed the receipt of the email or accessed the URL of the product included in the email It is preferable to further include the step of extracting the information to determine whether the corresponding email recipient is a customer capable of telephone consultation.

More preferably, the method may further include checking whether or not each counselor is available through the counselor client.

According to the present invention as described above, the customer (buyer) to receive the e-mail and read the contents or the moment of access to the product URL contained in the e-mail information in real time through the telephone call of the agent It can be delivered immediately and actively, which can result in a significant increase in sales on the merchandising side, while the call service provider can reduce the buyer's rejection of the call service, while reducing the effort and cost for customer acquisition. You can get sales promotion through service.

The objects, features and advantages of the present invention described above will become more apparent from the following detailed description. Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings.

The present invention is to provide a system and method that can achieve more improved product sales through the organic combination of Internet marketing using telemarketing and e-mail, the Internet commerce in the present invention refers to the real products such as industrial products, agricultural and fishery products, raw materials, etc. In addition to intangible goods such as goods, insurance, finance, travel, educational goods, and services such as services such as expertise and knowledge, all types of goods are provided for a fee at the Internet. Applicable to electronic commerce for kinds of goods.

1 is a block diagram schematically showing an embodiment of an active call service system for delivering real-time goods information according to the present invention.

As shown, the system of the present invention is an email sending server 30 provided in the merchandise seller system, the email receiving confirmation server 60, the agent management server 80 and the agent client 90 provided in the call service provider system ), An email client 20 provided in a buyer system for receiving an email, the email client 20, an email sending server 30, an email receiving confirmation server 60, an agent management server 80, and the Internet or It comprises a database management server 40, a database 50, a call management server 70 and the like connected through an internal network, in the following embodiment the database management server 40 and the database 50 is a product seller Is provided in the system, the call management server 70 will be described by way of example provided in the call service provider system.

The database 50 includes e-mail transmission and reception information through a customer management database 51, an e-mail sending server 30, and an e-mail receiving confirmation server 60, in which personal information and usage information data of a customer, e.g., the e-mail recipient 10, are stored. Through the email management database 52 and the agent management server 80 to be stored, an agent management database 53 to store agent personal information, call information, and call state information is provided.

The email sending server 30 communicates with the database management server 40 to determine whether to store, extract and send data stored in the email management database 52, and transmits the stored data to the email receiver 10 using the stored data. Perform the process. Applications of such an email sending server 30 can be used conventional.

The e-mail reception confirmation server 60 is connected to the e-mail client 20 and the Internet network, and when the e-mail receiver 10 receives an e-mail or accesses the product information URL included in the e-mail, the e-mail client or e-mail transmitted from the corresponding URL. The receiver 10 receives information and product information, and the agent client 90 transmits the telephone number and product information of the email receiver 10 to enable real-time outbound telephone call.

The email client 20 is provided on the email receiver 10 side so that the email receiver 10 can check or send an email sent to the email receiver 10. Applications of such an email client 20 can be used conventional.

In the present invention, the e-mail client 20 is connected to the e-mail sending server 30 and the e-mail receiving confirmation server 60 and the Internet network, the e-mail receiver 10 can check the product information sent from the e-mail sending server 30. When the e-mail receiver 10 checks the e-mail, the acknowledgment information is transmitted to the e-mail acknowledgment server 60, or the e-mail receiver 10 can click the product information URL included in the e-mail content to access the corresponding URL. do.

The call management server 70 may be provided at a short distance from the seller system and connected through an internal network, or may be provided at a long distance and connected through the Internet.

The call management server 70 informs the agent management server 80 of the call service using the email receiver 10 information and the product information delivered through the email reception confirmation server 60, and optionally, the above-mentioned. As described above, the e-mail reception confirmation server 60 may be configured to determine whether the call service is possible and transmit the result to the call management server 70.

The agent management server 80 is connected to a system terminal such as a PC provided for each counselor on the service provider side, such as a call center, and communicates with the terminal of the counselor, in accordance with the information transmitted from each counselor client 90. The state of the counselor is grasped and the information transferred from the call management server 70 is selectively delivered to each counselor client 90 only to the counselor client 90, which is preferably entered in a callable state.

The agent client 90 is installed on each agent's PC to output a signal transmitted from the agent management server 80 to inform that there is an e-mail receiver 10 that requires a call service, according to the input of the agent The e-mail recipient 10 and product information are output. Also optionally, whether or not the counselor is in a state capable of telephone consultation is automatically determined according to the input of the counselor or according to the system usage state of the counselor and transmitted to the agent management server 80.

The counselor management server 80 is connected to the CTI system 100 for connecting a telephone call between the selected counselor and the email receiver 10.

In addition, according to the output signal transmitted from the call management server 70, the SMS system 120 for transmitting a text message asking whether to make a phone call to the email receiver 10 may be connected. In addition, the instant messaging system 130 may be connected to the e-mail receiver 10 to ask whether or not to make a phone call through an internet messenger. In addition, the content of the e-mail sent to the e-mail client 20 includes a function for selecting whether to allow an agent's call during e-mail confirmation, in addition to the content provided for normal Internet commerce use such as member identification information, product information, and product URL. , An agent call request function may be provided.

Call service process using the system of the present invention configured as described above will be described with reference to FIG.

When an individual counselor logs in through an agent client 90 provided in a call service provider side system such as a PC installed in a call center (S101), the agent management server 80 determines that the agent is in a state of being available for phone call and waits. (S102).

The product seller side sends an e-mail including product information and product URL to be notified to the customer through the e-mail sending server 30 (S201).

In this state, when the e-mail receiver 10 receives the e-mail through the e-mail client 20 provided in the e-mail receiver 10 side system such as his PC, checks the contents of the e-mail, or accesses the product URL included in the e-mail. The reception confirmation information is transmitted from the email client 20 to the email reception confirmation server 60 through the reception confirmation function included in the email (S202).

The e-mail reception confirmation server 60 extracts the information of the e-mail receiver 10 stored in the customer management database 51, and determines whether the corresponding receiver is a customer who can call the customer (S203). To this end, the customer management database by confirming in advance whether to receive a call service for product guidance at the time of membership registration or initial login of the email receiver 10 or optionally at any time selected by the email receiver 10. Store at 51.

In the case of the recipient who has allowed the call service, the e-mail reception confirmation management server 60 stores the e-mail reception confirmation information and product information in the e-mail management database 52 and transmits a call service request signal to the call management server 70. (S206), the telephone connection information such as a telephone number stored in the customer management database 51 is transmitted (S207).

If the recipient who allows the call service is the e-mail receiver 10 requested to check whether the telephone connection is possible (S204), as described above, the receiver checks whether the telephone connection is possible through the SMS system 120 or the instant messaging system 130. (S205)

When the call management server 70 and the agent management server 80 confirms that there is an agent to perform a call service, the transmitted call service request signal and information data are transmitted to the corresponding agent client through the agent management server 80. 90 is delivered to the counselor is ready to carry out a consultation, the agent checks the e-mail receiver 10 and the product information after the call to enter the preparation completion signal, the call management server 70 is CTI system ( The telephone connection is transmitted to the agent 100 and a telephone connection is made between the agent and the e-mail receiver 10 (S208).

As such, when the e-mail receiver 10 checks the contents of the e-mail or accesses the URL of the product in the e-mail contents, it may be determined that the e-mail receiver 10 has high interest in the product. Selectively, and immediately at the time of the purchase activity that focused attention on the product, the agent could provide information and promotion over the phone, depending on whether the user selected the product sent by email. Compared to the existing passive internet commerce, the purchaser can be more actively and effectively induced.

In addition, since the marketing activity is performed by directly connecting with the e-mail receiver 10 and the call center agent as described above, the effort and time for securing new customers can be reduced, and the information on the product and the customer is provided to the counselor. Since the sales activity in the strong state to purchase the goods as described above, it is possible to increase the product sales performance than rely only on the personal skills of the counselor.

Optionally, before attempting a telephone connection between an agent and the e-mail receiver 10, the call management server 70 may send a text message asking the e-mail receiver 10 whether the phone call is made through the SMS system 120. have. In addition, an instant message may be sent to the e-mail recipient 10 using the Internet instant messaging system 130. In this case, it is preferable that an instant response system is provided so that the e-mail receiver 10 can more easily transmit a response message on whether or not to talk.

On the other hand, in some cases, the contents of the email may be provided with an agent call request function such that the email receiver 10 immediately requests a telephone consultation.

The present invention described above is not limited to the above-described embodiment and the accompanying drawings, and various substitutions, modifications, and changes are possible within the scope without departing from the technical spirit of the present invention. It will be evident to those who have knowledge of.

1 is a block diagram illustrating an embodiment of an active call service system for delivering real-time product information to an email receiving customer in accordance with the present invention.

Figure 2 is a flow chart illustrating an active call service method for delivering real-time goods information by the system of the present invention.

Claims (9)

An email sending server 30 provided in a computer system of a merchandise seller for sending an e-mail containing product information; An email client (20) provided in the computer system of the recipient of the email to receive the email via the Internet and provide receipt confirmation information; A counselor management server 80 provided in the computer system of the call service provider; An agent client 90 provided in a computer system of an individual counselor for delivering product information for sale to a customer through a telephone; An e-mail reception confirmation server 60 that manages e-mail reception confirmation information of the recipient transmitted from the e-mail client 20 or transmitted through a URL of a product information page included in the e-mail; And According to the e-mail reception confirmation information confirmed by the e-mail reception confirmation server 60 to deliver the e-mail recipient and product information to at least one agent client 90 through the agent management server 80 to enable the telephone connection Active call service system for delivering real-time product information to an email receiving customer, including a call management server (70). The method of claim 1, Receiving an e-mail further comprising a CTI system (100) for telephone connection between the agent connected through the agent client 90 and the e-mail recipient connected through the e-mail client 20 according to the command signal of the call management server 70 Active call service system that delivers real-time product information to customers. The method of claim 2, At least one of an SMS system 120 for sending a text message to an email recipient connected through an email clinton 20 and an instant messaging system 130 for sending an instant message according to a command signal of the call management server 70. Active call service system for delivering real-time product information to the email receiving customer further comprising a. The method according to any one of claims 1 to 3, Actively deliver real-time product information to the customer receiving the email, characterized in that whether the telephone client via the agent client 90 and whether the answering agent client 90 is possible to make a selective telephone connection to the agent located Call Service System. The method according to any one of claims 1 to 3, The active call service system for delivering real-time product information to the email receiving customer, characterized in that the email recipient connected via the email client (20) to ask whether the phone call is possible, and only the email recipient responded possible. Commodity seller (S201) for sending an email to a customer via an email sending server (30); Transmitting reception confirmation information to the email reception confirmation server 60 when the email recipient checks the email or accesses the corresponding product URL (S202); Transmitting a call service request signal to the call management server 70 according to the acknowledgment information, and transmitting corresponding email recipient and product information (S204, S204, S205); And The call management server 70 transmits a call service request message and an email receiver and product information to an agent client 90 through an agent management server 80 (S207). Active call service method to deliver. The method of claim 6, The call management server 70 further comprises a telephone connection between the agent connected through the agent client 90 through the CTI system 100 and the email receiver 10 connected through the email client 20. Active call service method that delivers real-time product information to customers who receive email. The method of claim 7, wherein After confirming in advance whether or not to receive a call service for product information for each e-mail recipient, storing the customer information; And extracting and determining whether the corresponding e-mail recipient is a customer who is available for telephone consultation. The method according to any one of claims 6 to 8, Active call service method for delivering real-time product information to the customer receiving the email further comprising the step of checking whether or not each agent through the agent client (90).

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