201243755 六、發明說明： 【發明所屬之技術領域】 本發明係關於一種網路口碑監控系統，且特別是—種 具有自動監控與分析相關於客戶端的口碑資料，並自 供給客戶端的一種網路口碑監控系統。 【先前技術】 隨著網路資訊時代的來臨，許多品牌、產品與服務的 =都會在網路上的論壇'新聞站台、知識平台或部落格 專處被討論。因此，許多的薇商會於網路上查看與自家品 牌、產品與服務相關的口碑，用以藉此瞭解其品牌、產2 與服務的最新市場狀況。傳統監控口碑的方式多是以人: 的^方式進行電話或者市場調查。然而，以電話或市場調查 f行口碑監控係十分地耗費人力與費時的，其無法即時^ 掌握市場對於廠商相關品牌、商品之口碑動態，以致無法 有效地將上述口碑資訊提供給廠商之相關部門的人 處理。 亦即，傳統的口碑監控方式需要花費大量的人力，且 無法即時地回應品牌、產品與服務的口碑。因此，在產業 競爭如此激烈的現況下，實在有必要發展出一種自動監控 與回報的口碑監控系統，以節省企業用戶端的人事成本與 增進企業用戶端對口碑狀況的掌握能力。 【發明内容】 201243755 本發明之一目的係提供一種口碑監控系統，藉由搜集 在網際網路（internet)的口碑資料，再經由服務平台端對該 口碑資料進行處理與分析，用以有效率的提供對應該口碑 資料之口碑資訊給客戶端。 ^ w ^ a ，个赞明。示狹]六一裡w呼[役糸，統， 係用於提供口碑資訊（WOM information)於客戶端（client)， 口碑監控系統包括伺服端（server)與服務平台端（service platform)。伺服端係產生口碑資料（w〇m data) ’且口碑資 料關於客戶端。服務平台端透過網際網路連結客戶端與伺 服端，且服務平台端係藉由關鍵字自伺服端選取與該 字相關之口碑資料，並且口碑資料再經由服務平 處 理與分析，用以對應口碑資料產生口碑資訊提供給客戶端二 户端一個實施例中’上述關鍵字係相關於客 戶^0的產業領域、品牌、吝σ 與產品規格之至少其ασ類別〜牌欲觀察之產品線 本發明的其中—個實施例中，上述服務平 業品牌與產品長期監控模組 σ 4企 鍵效能驗證漁舆消費者洞察模碑行销關 本發明的其中一個實施例中，八ς 期監控模組係提供具有每日、厂 止業α口牌與產品長 口碑資訊於該客戶端，且母° 〆母月的口碑日報之該 牌與產品_名。科;^碑日報係包含客 戶端之品 組還進一步分析口碑資料對：業-牌與產品長期監控模 述企業品牌與產品長期監控模：了之外，上 且還針對口碑資訊，建立熱 201243755 Η關鍵字的分析，使得客戶端用以評估品牌/產品的變化。 本發明的其中-個實施例中，上述危機預警模組係提 、、面π碑與熱n主題之口碑#料於客戶端。上述口碑資 料係包含負面口碑或熱門主題的來源網站、口碑評價、屬 性分類、產品分類與建議處理方式之至少其一。 =發^其中-個實施例中，上述口碑行銷關鍵效能 -也、組係提供與客戶端相關之品牌口碑數量的漲跌變 化、品牌口碑排名的雁跌變化、品牌口碑占有率的變化、 t牌/產品/產業口碑的趨勢圖、品牌口碑的標題數分析、品 口碑的回應率、產品口碑的回應率總表或口碑 之至少其一。 只 < 丨貝 =明的其中一個實施例中，上述消費者洞察模組係 &仏客戶端尋找與分析具有口碑熱門話題創造的潛質領 袖除此之外，上述消費者洞察模組係根據口碑資料，用 以提供與客戶端相關之熱⑽題㈣圖與產 類型分析。 j 習知技術，本發明所提供的口碑監控系統係能 夠自動的为析在網際網路上之口碑資料，並在進行處理與 後’且在指定的—時間週期内提供客戶端基於該口 貝，；之一口碑資訊，用以達到網路口碑自動監控的功 效。再者，上述口碑監控系統透過其提供的口碑資訊，亦 可進一步協助客户端進行口碑的管理，以及提供客戶端口 碑灯銷的解决方案’更進一步達到口碑資訊管理與口碑優 化（WOM solution)的功效。 6 201243755 【實施方式】 請參照第1圖，係本發明實施例之口碑監控系統的方 塊示意圖。口碑監控系統10係用於提供口碑資訊於客戶端 12,該口碑監控系統10係包括伺服端14與服務平台端16。 其中，該伺服端14係產生口碑資料，且該口碑資料係關於 該客戶端12，例如該伺服端14係可謂網站的論壇、新聞站 台、知識平台或部落格等；而該客戶端12係可為企業用戶、 廠商或個人。該服務平台16端係透過網際網路18連結客 ’ 戶端12與伺服端14，且服務平台端16係藉由關鍵字自伺 服端14選取與該關鍵字相關之口碑資料，並且該口碑資料 再經由服務平台端16的處理與分析，用以對應該口碑資料 產生口碑資訊提供給客戶端12。再者，服務平台端16更可 包括企業品牌與產品長期監控模組162、危機預警模組 164、口碑行銷關鍵效能驗證模組166與消費者洞察模組 168之至少其一。 再者，上述服務平台端16係可提供一個使用者介面 (user interface; UI)，使得該客戶端12透過該使用者介面登 入該服務平台端16，用以設定關鍵字，值得注意的是，上 述該關鍵字係同樣包含複數關鍵字所組成之關鍵字組。而 關鍵字係相關於客戶端12的產業領域、品牌、產品類別、 品牌欲觀察之產品線與產品規格之至少其一。 關鍵字係提供客戶端12選擇性定義，且關鍵字係彼此 之間具有水平與垂直的關聯性。舉例而言，具有水平關聯 性的該關鍵字係可為產品、定價、通路、行銷與服務等關 201243755 鍵字，而相關於行銷的關鍵字亦包含消費者與活動相關之 關鍵字，且關於消費者與活動的該關鍵字又與相關於行銷 的關鍵字具有垂直相關性。 再者，該服務平台端16係搜尋軸服端14的直接对 論區、同產品領域討論區與間接討論區。此外，透過服務 平台端16所提供的使用者介面，客戶端12可以設定搜尋 強度（或稱程度），例如服務平台端Η之使用者介面可以 提供具有高度嚴慎性的搜尋方式、周延 J㈣兩者之間的搜尋方式提供給客戶端= 請參照第2圖，係本發明之施例之 法流程圖。首先，步驟S20 岬-控糸、、>先之方 ^之使用者他入，錢mi2魏服務平台端 提供飼服端14用以產生口碑資_，且子’接#步驟幻2係 端仏·再接著步驟S24,服務3端且^資料係關於客戶 服端選取與該_字相㈣鍵字自飼 服務平台端16處理與分析口 、’、，接者^驟幻6, 生口碑資訊提供給客戶端16。用以對應口碑資料產 消費者口碑訊息瞬息萬變 12的企業行錢策重要性與日俱^口碑資訊對於客戶端 12如何運用有效率的方法掌:’而本發明提供客戶端 監控系統1G係提供包含口^ :的口碑資訊。上述口碑 12,使得客戶端12拍被^貝吼之口碑日報給客戶蠕 口碑資Χ 口日報所提供關於品牌/產品％ "可輕鬆掌握品牌前〜曰、前一週與前ί: 201243755 ::::貝成’例如，客戶端12的行銷決策者透過電 訊之口 Γ日目報方式取得由服務平台端16所提供包含口碑資 每周或每月包含口碑資訊之口碑曰報於具有每曰、 傳送電子信件的方式送給客戶端12。另外，企業:= 還進一步分析口碑資料所對應_^^ 止業品牌與產品長期巧 對口碑資訊’建立熱門關鍵字的分二吏得客戶端= 態地與即時地評估品牌/產^的變化。 參考第3圖，係本發明實施例之口碑 碑曰報30至少包含客戶端12之品牌^ ;二 ，讓客戶端12可快 當:二：: 題㈣、正面口碑386 ==碑:數如、對應標 性口碑則之筆數、以及=端負二碑388之筆數、中 數則與對應的熱門口碑網站3814之相關網站頻道來源 參考第4圖，係本發明實 名頁面示意圖。於第4圖_，八案現口口牌/產品口碑排 組162提供頁面4〇，用以/業品牌與產品長期監控模 口碑排名。口牌/產口_ 表現智慧型手機之品牌/產品 η 排名例如是統計網路口碑的筆數， —=量越多表示音量越大，高分•碑音量:表 種料的效應，當品牌或產品的口碑音量越大，即表示 201243755 品牌/產品的出現的次數與討論的人越多。 參考第5圖，係本發明實施例之伺服端口碑來源網站 分析的頁面示意圖。於第5圖中，企業品牌與產品長期監 控模組162提供了頁面50與52。頁面50用以表現服務平 台端16所搜尋之伺服端14的該等網站的類型分析，例如， 於頁面50中，被搜尋之新聞站台有15個、論壇有111個， 知識平台有1個，以及文章與部落格皆是0個，而服務平 " 台端16所搜尋之伺服端14的該等網站之排名係顯示於頁 • 面52中。 參考第6圖，係本發明實施例之表現熱門關鍵字之分 析的頁面示意圖。於第6圖中，企業品牌與產品長期監控 模組162提供了頁面60，用以表現熱門關鍵字的分析，使 得客戶端12得以評估品牌/產品的變化。頁面60表現了各 種關鍵字的於伺服端14之該等網站中出現的次數，且將該 關鍵字分類，以四象限圖的方式呈現。透過頁面60，客戶 端16可以觀察品牌的關鍵字變化，以做為了解消費者對產 品的意見流向，並且客戶端12可以觀察競爭品牌之間的關 鍵字，以發揮環境監測及產品定位評估的功能。 再參考第1圖，危機預警模組164係提供負面口碑與 熱門主題之口碑資料於客戶端12。危機預警模組164所提 供的口碑資料係包含負面口碑或熱門主題的來源網站、口 碑評價、部門分類、產品分類與建議處理方式之至少其一。 參考第7圖，係本發明實施例之表現負面口碑列表的 頁面示意圖。於第7圖中，危機預警模組164提供頁面70， 10 201243755 用以表現負面π碑列表。頁面7G中的每―個負面口碑之口 碑資料係包含來源網站、口碑評價、部門分類、屬性分類 =建議處理方式之至少其—。對於品牌而言，在網路口碑 ^測上不僅要關心話題數量的增加，還要注意到話題本 身的正負面。因此’透過危機預警模組164，客戶端 針對負面口碑進行危機處理，取得其消費者的信 參考第8圖’係本發明實施例之表現熱門主題之口碑 資料的頁面示意圖。於第8圖中，危機預警模組164提供 頁面80,用以表現熱門主題之口碑資料提示。頁面 一個熱門主題之口碑資料係包含來源網站、口碑評價、部 門分類、屬性分類與建議處理方式。 ° 此外，在網路時代中，使用者的購買行為通常是預先 在網路上研究別人的使用經驗與心得感想，再行決定是否 講^品。故透過頁面8〇,客戶端12可以瞭解熱門主題的 口碑：貝料’並用以提早進行反應，且執行相關因應措施。 於頁面70與80中’口碑評價例如可以分為三類，分 別為負面評價、中性評價與正面評價，其中負面評價表示 表不有危機的因子存在，例如使用紅色標記，其它如正面 評價係以綠色標記視為安全的狀態，而中性評價則採用黃 色標不來表示狀態。部門分類係針對負面口碑或 顯 的部門分類，以提昇客戶端12應用與執行相關措施 的效率。口碑資料屬性分類係針對負面口碑或熱門 對應的祕㈣，㈣昇客戶端12在顺 201243755 效率。口碑屬性類型相當多元，並須搭配不同的應對策略。 基本上，口碑建議處理方式係給予多個等級的判斷和建 議，且口碑建議處理方式端視實際發生的狀況進行彈性的 調整與修正，祈使客戶端12的相關部門能根據建議執行相 關措施。 同時，一些研究顯示，消費者口碑確實會影響消費者 購買商品或服務的決策，許多品牌客戶把口碑監測策略提 _ 升到企業決策的層次，這時就更需要值得信賴的口碑分析 ' 報告，以做為決策的依據。上述口碑監控系統係除了供應 口碑日報之外，亦可提供客戶端12根據口碑監控系統所提 供的口碑分析報告，制定公司的口碑行銷關鍵效能驗證並 評估成果。 再參考第1圖’ 口碑行銷關鍵效能驗證模組168係提 供與客戶端12相關之品牌口碑數量的漲跌變化、品牌口碑 排名的漲跌變化、品牌口碑占有率的變化、品牌/產品/產業 口碑的趨勢圖、品牌口碑的標題數分析、品牌口碑的回應 率、產品口碑的回應率總表或口碑正負評價之至少其一。 參考第9圖，係本發明實施例之用以表現品牌口碑數 量之漲跌變化的頁面示意圖。於第9圖中，口碑行銷關鍵 效能驗證模組168提供頁面90，用以表現牌口碑數量的漲 跌變化。口碑有好有壞，也時好時壞，但是總體而言口碑 總量代表一個品牌在消費市場上的實力，不論口碑好壞， 口碑量持續上升基本上都是一件好事。頁面90提供了每一 個月的口碑數量之口碑資訊，客戶端12可以透過頁面90 12 201243755 瞭解品牌口碑數量的漲跌變化。 參考第ίο圖，係本發明實施例之表現品牌口碑排名漲 跌變化的頁面示意圖。品牌的口碑在業界的排名代表品牌 在消費者心中的佔有地位，因此，口碑行銷關鍵效能驗證 模組168提供頁面100，用以表現品牌口碑排名的漲跌變 化。於第10圖中，頁面100提供了每一個月的品牌口碑排 名，客戶端12可以透過頁面100上資訊瞭解品牌口碑排名 的漲:跌變化。 • 參考第11圖，係本發明實施例提供之表現品牌口碑占 有率變化的頁面示意圖。單純僅參考口碑數量的變化，係 難以一窺競爭市場的全貌，而從佔有率的角度看，可更清 楚分辨品牌在產業口碑音量的大小，因此，口碑行銷關鍵 效能驗證模組168亦提供頁面102,用以表現品牌口碑排名 的漲跌變化。於第11圖中，頁面102提供了每一個月的品 牌口碑占有率，客戶端12可以透過頁面102瞭解品牌口碑 占有率的變化。 參考第12圖，係本發明實施例之品牌口碑的趨勢示意 圖。觀察品牌每曰口碑發展的趨勢，如同使用量體溫來預 測健康狀態一樣，可時時刻刻地檢查品牌的健康和活躍情 況。這指標當然爾也是預防危機的一個重要動作。因此， 口碑行銷關鍵效能驗證模組168係提供品牌口碑的趨勢 圖，用以表現品牌口碑趨勢。 參考第13圖，係本發明實施例之表現品牌口碑標題數 分析的頁面示意圖。從口碑總量的變化可以觀察出來品牌 13 201243755 整體的強度，而進一步標題數量則是觀察品牌的創意力 度。消費者對於品牌的認知和情感認同強烈，口碑標題數 隨之表現出多元且豐富結果，因此，口碑行銷關鍵效能驗 證模組168提供頁面104，用以表現品牌口碑的標題數分 析，如第13圖所示，頁面104提供了每一個月的品牌口碑 標題數。 參考第14圖，係本發明實施例提供之表現品牌口碑回 應率的頁面示意圖。口碑標題回應率代表著針對消費者的 * 消費經驗和體驗，願意參與分享互動的人數，而人數的多 寡則顯示出品牌在市場上的熱度，因此，口碑行銷關鍵效 能驗證模組168提供頁面106，用以表現品牌口碑的回應 率，如第14圖所示，頁面106提供了每一個月的品牌口碑 的回應率。 參考第15圖，係本發明實施例之產品口碑的趨勢圖。 利用口碑走勢圖可快速瀏覽全產品的相對發展情形，因 此，口碑行銷關鍵效能驗證模組168提供產品口碑的趨勢 圖，用以表現產品口碑趨勢。 參考第16圖，係本發明實施例之產品口碑的回應率總 表。口碑的回應率可以顯示一則口碑話題被討論的熱烈程 度。數字越高表示該則話題被討論的多，反之則表示該話 題缺乏新意，因此，口碑行銷關鍵效能驗證模組168提供 產品口碑的回應率總表，以使客戶端暸解產品被討論的次 數多寡。 參考第17圖，係本發明實施例之產業口碑的趨勢圖。 14 201243755 參照口碑發展趨勢圖，可以觀察到產業口碑發展的脈動， 因此，口碑行銷關鍵效能驗證模組168提供產業口碑的趨 勢圖，用以表現產業口碑趨勢。 參考第18圖，係本發明實施例之品牌口碑正負評價分 析總表示意圖。品牌經理人最在意的一件事情是品牌口碑 的正負評價，任何一個知名品牌能夠獲到眾多擁護者的好 口碑，同時間也會有使用者的抱怨，或是受到競爭品牌擁 ' 護者的攻擊。口碑行銷關鍵效能驗證模組168提供了如第 ' 18圖之品牌口碑正負評價分析總表，且口碑正負評價分析 總表亦包括三個不同的觀察數字指標，正評比率、負評比 率和正負評比值，以使得客戶端12清楚知道品牌口碑的評 價。 誰、在那理、說什麼、為什麼說？ 一直是行銷人員所 想要知道的答案，傳統上必需透過焦點訪談、市場調查、 店頭查訪等方式拼湊出理想中的解答。然而，現在的消費 者通常會主動的將他的消費心得、服務體驗、或對企業、 品牌的觀點好惡，直接表達在網路上。如果沒有好好利用， 從中學習，將會失去對市場環境和消費者的感知力。 再參考第1圖，消費者洞察模組166係提供客戶端12 尋找與分析具有口碑熱門話題創造的潛質領袖。除此之 外，上述消費者洞察模組166係根據口碑資料，用以提供 與客戶端12相關之熱門話題趨勢圖與產業特性關鍵詞類型 分析。 參考第19圖，係本發明實施例之熱門話題製造領袖總 15 201243755 表示意圖。網路口碑還有另一個 領袖不再偾讲车"* 皇要關鍵璣題，就是意見 邊袖不再㈣去在傳關介均麼清楚切，*是潛藏在 隱性的脈絡之中。消費去、、問疚捃 T，均賈者贿模組166具有了網路發表人 (ID)的追蹤功能，協助客戶端12找出網路上的意見領袖， 而消費者洞察模組14 6提供如同第丨9圖之熱門話題領袖總 表給客戶端12’使得客戶端12得知多個來源網站的前十大 網路發表人，藉此達到π碑熱門話題製造的潛質領袖的追 縱功能。 參考第20圖’係本發明實施例之熱門話題與網路發表 人（ID)分析總表的示意圖。熱門話題有猛爆型，亦有問燒 变的’-則熱門話題可以短短幾天快速猛爆，或延燒數十 曰甚至百曰，頌者回應數量可以達到上百則或是上千則。 透過消費者祕模組166所提供的熱門話題與網路發表人 (ID)分析總表，客戶端12可以快速一覽網路口碑話題的重 大變化以及起伏趨勢。如第20圖所示，熱門話題與網路發 表人(ID)分析總表提供了前十大口碑熱門話題的網路發表 人與回應率等資訊。 參考第21圖，係本發明實施例之熱門話題趨勢圖。一 般來說，品牌口碑數量時有起伏，但是普遍保持在穩定成 長的局面，當口碑量有明顯的爆漲或暴跌現象出現，就表 示口碑市場有衝擊性的議題產生，需要進一步探討發生的 原因。透過消費者洞察模組166所提供的熱門話題趨勢圖'， 使得客戶端12得知相關於目前品牌的熱門話題數目。 參考第22圖，係本發明實施例之產業特性關鍵詞類型 201243755 分析總表示意圖。產業特性關鍵詞分類係從產業的共通性 下去觀察大環境的變化。針對不同的產業屬性，消費者洞 察模組166會給予不同的特性分類。於第22圖中的產業特 性關鍵詞類型分析總表係提供了電信業者之發展的特性關 鍵詞分類，且透過產業特性關鍵詞類型分析總表，使得客 戶端12可了解產業的下一個發展方向。 相較於習知技術，本發明所提供的口碑監控系統係能 夠自動的分析在網際網路上之口碑資料，並在進行處理與 * 分析之後，且在指定的一時間週期内提供客戶端基於該口 碑資料之一口碑資訊，用以達到網路口碑自動監控的功 效。再者，上述口碑監控系統透過其提供的口碑資訊，亦 可進一步協助客戶端進行口碑的管理，以及提供客戶端口 碑行銷的解決方案，更進一步達到口碑資訊管理與口碑優 化(WOM solution)的功效。 【圖式簡單說明】 第1圖係本發明之實施例之口碑監控系統的系統方塊 圖； 第2圖係本發明之實施例之口碑監控系統之監控方法 流程圖； 第3圖係本發明實施例之口碑日報之口碑資訊的示意 圖； 第4圖係本發明實施例之表現品牌/產品口碑排名的頁 面示意圖； 17 201243755 第5圖係本發明實施例之表現伺服端之口碑來源網站 分析的頁面示意圖； 一第6圖係本發明實施例之表現熱門關鍵字之分析的頁 面示意圖； 意圖； 第7圖係本發明實施例之表現負面口碑列表的頁面示 一第8圖係本發明實施例之表現熱門主題之口碑資料提 示的頁面示意圖； 第9圖係本發明實施例之表現品牌口碑數量的漲跌變 化的頁面示意圖； 第10圖係本發明實施例之表現品牌口碑排名的漲跌變 化的頁面示意圖； 第11圖係本發明實施例之表現品牌口碑占有率的變化 的頁面示意圖； 第12圖係本發明實施例之品牌口碑的趨勢圖示意圖； 第13圖係本發明實施例之表現品牌口碑的標題數分 的頁面示意圖； 面示意圖； 一第14圖係本發明實施例之表現品牌口碑的回應率的頁 口碑的趨勢圖示意圖； 口碑的回應率總表示意 第15圖係本發明實施例之產品 第16圖係本發明實施例之產品 口碑的趨勢圖示意圖； 口碑正負評價分析總表 第17圖係本發明實施例之產業 第18圖係本發明實施例之品牌 201243755 示意圖； 第19圖係本發明實施例之熱門話題製造領袖總表示意 圖； 第20圖係本發明實施例之熱門話題與網路發表人分析 總表示意圖； 第21圖係本發明實施例之熱門話題趨勢圖示意圖；以 及 ' 第2 2圖係本發明實施例提供之產業特性關鍵詞類型分 ' 析總表示意圖。 【主要元件符號說明】 口碑監控系統 客戶端 伺服端 服務平台端 企業品牌與產品長期監控模組 危機預警模組 口碑行銷關鍵效能驗證模組 消費者洞察模組 網際網路 口碑曰報 品牌 產品 排名 10 12 14 16 162 164 166 168 18 30 32 34 36 19 201243755 38 口碑 382 網路口碑筆數 384 對應標題數 386 正面口碑 388 負面口碑 3810 中性口碑 3812 網站頻道來源數 ' 3814 熱門口碑網站 ' 40 頁面 50、52 頁面 60 頁面 70 頁面 80 頁面 90 頁面 100 、 102 、 104 、 106頁面 20201243755 VI. Description of the Invention: [Technical Field] The present invention relates to an Internet word-of-mouth monitoring system, and in particular to an Internet word-of-mouth with automatic monitoring and analysis of word-of-mouth information related to a client and self-supply to a client surveillance system. [Prior Art] With the advent of the Internet information age, many brands, products, and services will be discussed on the Internet's forums, news platforms, knowledge platforms, or blogs. As a result, many of the company's online businesses have a reputation for their brands, products and services on the Internet to understand the latest market conditions for their brands, products 2 and services. The traditional way of monitoring word-of-mouth is to conduct telephone or market research in the way of: However, the telephone or market research f word-of-mouth monitoring system is very labor-intensive and time-consuming. It cannot immediately grasp the market's reputation for the brands and products of the manufacturers, so that the above-mentioned word-of-mouth information cannot be effectively provided to the relevant departments of the manufacturers. People handle. That is to say, the traditional word-of-mouth monitoring method requires a lot of manpower and cannot immediately respond to the reputation of brands, products and services. Therefore, in the current situation of fierce competition in the industry, it is necessary to develop a word-of-mouth monitoring system for automatic monitoring and return, in order to save the personnel cost of the enterprise user terminal and enhance the ability of the enterprise user to grasp the word-of-mouth situation. SUMMARY OF THE INVENTION 201243755 One object of the present invention is to provide a word-of-mouth monitoring system for collecting and analyzing word-of-mouth information on the Internet, and then processing and analyzing the word-of-mouth data through the service platform for efficient use. Provide word-of-mouth information about word-of-mouth information to the client. ^ w ^ a , a tribute. Shishen] Liuyi Li w [service, system, is used to provide WOM information to the client (client), the word of mouth monitoring system includes the server (server) and the service platform (service platform). The server generates the word-of-mouth data (w〇m data) and the word-of-mouth information about the client. The service platform connects the client and the server through the Internet, and the service platform selects the word-of-mouth data related to the word by using the keyword from the server, and the word-of-mouth data is processed and analyzed through the service to correspond to the word of mouth. The data generated by the information is provided to the client, the second client. In the embodiment, the keyword is related to the customer's industry domain, the brand, the 吝σ and the product specification, at least the ασ category. In one of the embodiments, the service flat brand and product long-term monitoring module σ 4 key performance verification fisherman consumer insights word marketing marketing in one of the embodiments of the invention, the eight-phase monitoring module Provide the brand and product_name with the daily, factory-stop industry alpha brand and product long-term word of mouth information on the client, and the mother-in-law's word of mouth. Section; ^Steel Daily News contains the client's product group and further analysis of word-of-mouth information: industry-brand and product long-term monitoring model of corporate brand and product long-term monitoring model: In addition, but also for word of mouth information, build heat 201243755 The analysis of the Η keyword allows the client to evaluate brand/product changes. In one of the embodiments of the present invention, the above-mentioned crisis early warning module is for the user, and the face π monument and the hot n theme word of mouth are expected to be on the client side. The above-mentioned word-of-mouth information is at least one of source websites, word-of-mouth evaluations, attribute classifications, product classifications, and suggested treatment methods that contain negative word-of-mouth or hot topics. = 发 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 关键 关键 关键 关键 关键 关键 关键 关键 关键 关键 关键 关键 关键Brand/product/industry word-of-mouth trend chart, brand word-of-mouth headline analysis, product word-of-mouth response rate, product word-of-mouth response rate summary or word-of-mouth. In one embodiment of the < 丨贝=明, the above-mentioned consumer insight module & client looks for and analyzes potential leaders who have created hot topical topics. In addition, the above consumer insight module is based on Word-of-mouth information to provide hot (10) questions (4) and production type analysis related to the client. j conventional technology, the word-of-mouth monitoring system provided by the present invention is capable of automatically extracting word-of-mouth data on the Internet, and providing the client based on the word after processing and after a specified time period. One of the word-of-mouth information is used to achieve the automatic monitoring of Internet word of mouth. Furthermore, the above-mentioned word-of-mouth monitoring system can further assist the client in the management of word-of-mouth through the word-of-mouth information provided by the word-of-mouth monitoring system, as well as providing a solution for the customer port of the monument to sell the word-of-mouth information management and word-of-mouth optimization (WOM solution). efficacy. 6 201243755 [Embodiment] Please refer to Fig. 1, which is a block diagram of a word-of-mouth monitoring system according to an embodiment of the present invention. The word-of-mouth monitoring system 10 is for providing word-of-mouth information to the client 12, and the word-of-mouth monitoring system 10 includes a server terminal 14 and a service platform terminal 16. The server 14 generates word-of-mouth data, and the word-of-mouth information is related to the client 12, for example, the server 14 is a forum, a news platform, a knowledge platform or a blog of a website; and the client 12 is For business users, vendors or individuals. The service platform 16 end connects the client's client 12 and the server 14 through the Internet 18, and the service platform 16 selects the word-of-mouth data related to the keyword from the server 14 by using the keyword, and the word-of-mouth data Then, through the processing and analysis of the service platform end 16, the word-of-mouth information is generated for the word-of-mouth information to be provided to the client 12. Moreover, the service platform end 16 may further include at least one of the enterprise brand and product long-term monitoring module 162, the crisis warning module 164, the word-of-mouth marketing key performance verification module 166, and the consumer insight module 168. Furthermore, the service platform side 16 can provide a user interface (UI), so that the client 12 logs in to the service platform end 16 through the user interface to set keywords. It is worth noting that The above keyword also includes a keyword group composed of plural keywords. The keyword is at least one of the product line and product specifications to be observed in the industry domain, brand, product category, and brand of the client 12. The keywords provide client 12 selective definitions, and the keywords have horizontal and vertical associations with each other. For example, the keyword with horizontal relevance can be the 201243755 keyword for products, pricing, access, marketing, and services, while the keywords related to marketing also include consumer-related keywords, and This keyword for consumers and activities is also vertically related to keywords related to marketing. Furthermore, the service platform side 16 searches for the direct negotiation area, the same product area discussion area and the indirect discussion area of the axis service end 14. In addition, through the user interface provided by the service platform end 16, the client 12 can set the search strength (or degree). For example, the user interface of the service platform can provide a highly strict search method, and the delay J (four) two The search method between the users is provided to the client. Referring to FIG. 2, it is a flow chart of the embodiment of the present invention. First, in step S20, the user of the first party ^ is entered, and the money mi2 Wei service platform provides the feeding end 14 for generating the word-of-mouth _, and the child's step is the step 2仏·Next step S24, service 3 end and ^ data system on the customer service end selection and the _ word phase (four) key word self-feeding service platform end 16 processing and analysis port, ',, picker ^ sudden magic 6, raw word of mouth Information is provided to the client 16. The importance of the company's money-making policy to correspond to the word-of-mouth information is rapidly changing. 12 The word-of-mouth information on how to use the efficient method for the client 12: 'The present invention provides a client monitoring system 1G system provides Mouth ^: The word of mouth information. The above-mentioned word of mouth 12, so that the client 12 is photographed by the beibei's word of mouth daily newspaper to the customer, the word of mouth, the mouth of the daily newspaper provided by the brand / product % " can easily grasp the brand before ~ 曰, the previous week and before ί: 201243755 :: ::Beicheng' For example, the marketing decision makers of the client 12 obtain the word-of-mouth information provided by the service platform terminal 16 including the word-of-mouth information on a weekly or monthly basis through the telecom port. Sending an e-mail to the client 12. In addition, the company:= further analyzes the correspondence of word-of-mouth data. _^^ End-of-life brand and products are long-term and clever about word-of-mouth information 'Building a popular keyword's two-point client's status = status and immediate evaluation of brand/production^ change . Referring to FIG. 3, the word-of-mouth tablet 30 of the embodiment of the present invention includes at least the brand of the client 12; second, the client 12 can be fast: two:: question (four), positive word-of-mouth 386 == monument: number Corresponding to the number of nominal word-of-mouth, and the number of pens in the negative and negative 384, the median number and the corresponding website channel source of the corresponding popular word-of-mouth website 3814 refer to Figure 4, which is a schematic diagram of the real name page of the present invention. In Figure 4, the eight cases of the current mouth card / product word of mouth row group 162 provide page 4 〇, for the brand and product long-term monitoring model word of mouth ranking. Brand/Production _ The brand/product of the smart phone η The ranking is, for example, the number of pens on the Internet. —= The greater the amount, the higher the volume, the higher the score • The volume of the monument: the effect of the table material, when the brand Or the greater the volume of the product's word of mouth, that means the number of occurrences of the 201243755 brand/product and the more people who discuss it. Referring to FIG. 5, it is a schematic diagram of a page for analyzing a website of a server port source according to an embodiment of the present invention. In Figure 5, the Corporate Brand and Product Long Term Monitoring Module 162 provides pages 50 and 52. The page 50 is used to represent the type analysis of the websites of the server 14 searched by the service platform 16 . For example, in the page 50, there are 15 news stations searched, 111 forums, and 1 knowledge platform. And the articles and blogs are all 0, and the rankings of the websites of the server 14 searched by the server 16 are displayed in the page 52. Referring to Fig. 6, there is shown a page diagram showing the analysis of hot keywords in the embodiment of the present invention. In Figure 6, the Corporate Branding and Product Long Term Monitoring Module 162 provides a page 60 for performing analysis of popular keywords, enabling the client 12 to evaluate brand/product changes. Page 60 represents the number of occurrences of various keywords in such websites of server 14 and classifies the keywords in a four-quadrant view. Through page 60, the client 16 can observe the keyword changes of the brand as an understanding of the consumer's opinion flow to the product, and the client 12 can observe the keywords between the competitive brands to perform environmental monitoring and product positioning evaluation. Features. Referring again to Figure 1, the Crisis Early Warning Module 164 provides word-of-mouth information on negative word-of-mouth and hot topics on the client 12. The word-of-mouth information provided by the Crisis Early Warning Module 164 is at least one of the source website, the word-of-mouth evaluation, the department classification, the product classification, and the suggested treatment methods for negative word-of-mouth or hot topics. Referring to Figure 7, there is shown a schematic diagram of a page showing a negative word-of-mouth list in accordance with an embodiment of the present invention. In Figure 7, the crisis alert module 164 provides a page 70, 10 201243755 for presenting a list of negative π monuments. The word-of-mouth information for each negative word-of-mouth in page 7G includes the source website, word-of-mouth evaluation, department classification, attribute classification = at least the recommended way of handling. For the brand, in the online word-of-mouth test, we must not only care about the increase in the number of topics, but also the positive and negative of the topic itself. Therefore, through the crisis warning module 164, the client performs crisis management for negative word-of-mouth and obtains a letter from the consumer. Referring to FIG. 8 is a page diagram showing the word-of-mouth information of the hot topic of the embodiment of the present invention. In Figure 8, the crisis alert module 164 provides a page 80 for presenting word-of-mouth information prompts for popular topics. Pages A popular topic of word-of-mouth information includes source sites, word-of-mouth ratings, departmental categories, attribute classifications, and suggested handling. ° In addition, in the Internet age, the user's purchase behavior is usually to study other people's experience and feelings on the Internet beforehand, and then decide whether to tell the product. Therefore, through the page 8〇, the client 12 can understand the popular theme of the word-of-mouth: the shell material' and use it to react early and implement relevant countermeasures. On page 70 and 80, word-of-mouth evaluation can be divided into three categories, namely negative evaluation, neutral evaluation and positive evaluation, respectively. Negative evaluation indicates that there are no crisis factors, such as using red markers, others such as positive evaluation. The green mark is regarded as a safe state, while the neutral evaluation is indicated by a yellow mark. The departmental classification is for negative word of mouth or explicit departmental classification to improve the efficiency of client 12 application and implementation related measures. The word-of-mouth data attribute classification is aimed at negative word-of-mouth or popular counterparts (four), and (iv) l client 12 is in 201243755 efficiency. The word-of-mouth attribute types are quite diverse and must be paired with different coping strategies. Basically, the word-of-mouth suggestion method is to give multiple levels of judgment and advice, and the word-of-mouth suggestion method is flexible and adjusted according to the actual situation, so that the relevant departments of the client 12 can implement relevant measures according to the recommendations. At the same time, some studies have shown that consumer word-of-mouth does influence consumers' decision-making in purchasing goods or services. Many brand customers have raised their word-of-mouth monitoring strategy to the level of corporate decision-making. At this time, they need a trustworthy word-of-mouth analysis report. As the basis for decision making. In addition to the word-of-mouth daily report, the above-mentioned word-of-mouth monitoring system can also provide the client's 12 word-of-mouth analysis report based on the word-of-mouth monitoring system to formulate the company's word-of-mouth marketing key performance verification and evaluation results. Referring to Figure 1 again, the word-of-mouth marketing key performance verification module 168 provides changes in the number of brand-names related to the client 12, changes in brand word-of-mouth rankings, changes in brand word-of-mouth, brand/product/industry At least one of the trend chart of word of mouth, the analysis of the number of titles of brand reputation, the response rate of brand word of mouth, the response rate of product word of mouth, or the positive and negative evaluation of word of mouth. Referring to Figure 9, it is a schematic diagram of a page for expressing the change in the number of brand word-of-mouths in the embodiment of the present invention. In Figure 9, the word-of-mouth marketing key performance verification module 168 provides a page 90 for representing the change in the number of word-of-mouth. Word of mouth is good or bad, but it is also good or bad, but in general, the total amount of word of mouth represents the strength of a brand in the consumer market. Regardless of word of mouth, the continued increase in word of mouth is basically a good thing. Page 90 provides word-of-mouth information on the number of word-of-mouths per month. Client 12 can learn about the ups and downs of brand word-of-mouth through page 90 12 201243755. Referring to the figure ίο, it is a schematic diagram of a page showing the change of brand word-of-mouth ranking in the embodiment of the present invention. The ranking of the brand's reputation in the industry represents the brand's position in the consumer's mind. Therefore, the word-of-mouth marketing key performance verification module 168 provides page 100 to show the change in brand reputation. In Figure 10, page 100 provides a brand reputation ranking for each month, and client 12 can use the information on page 100 to understand the rise and fall of the brand's word-of-mouth ranking. • Referring to FIG. 11, a schematic diagram of a page showing changes in brand reputation share provided by an embodiment of the present invention. Simply referring to the change in the number of word-of-mouth, it is difficult to get a glimpse of the overall picture of the competitive market, and from the perspective of occupancy, the volume of the brand's reputation in the industry can be more clearly distinguished. Therefore, the word-of-mouth marketing key performance verification module 168 also provides a page. 102, used to express the ups and downs of the brand's word-of-mouth ranking. In Figure 11, page 102 provides the brand reputation share for each month, and client 12 can learn about changes in brand word-of-mouth occupancy through page 102. Referring to Fig. 12, there is shown a trend diagram of brand word of mouth in the embodiment of the present invention. Observing the trend of brand development every word of mouth, just like using body temperature to predict health status, you can always check the health and activity of the brand. This indicator is of course an important action to prevent the crisis. Therefore, the word-of-mouth marketing key performance verification module 168 provides a trend chart of brand reputation to express the brand's word-of-mouth trend. Referring to Fig. 13, there is shown a schematic diagram of a page for analyzing the number of brand word-of-mouth titles in the embodiment of the present invention. From the change in the total number of word of mouth, we can observe the overall strength of the brand 13 201243755, and the further number of titles is to observe the creative power of the brand. Consumers have a strong awareness of the brand and emotional identity, and the number of word-of-mouth titles has shown diverse and rich results. Therefore, the word-of-mouth marketing key performance verification module 168 provides a page 104 for expressing the number of titles of brand reputation, such as the 13th As shown, page 104 provides the number of brand word-of-mouth titles for each month. Referring to Figure 14, there is shown a schematic diagram of a page for expressing a brand reputation response rate provided by an embodiment of the present invention. The word-of-mouth headline response rate represents the consumer experience and experience of consumers, the number of people who are willing to participate in the sharing, and the number of people shows the brand's popularity in the market. Therefore, the word-of-mouth marketing key performance verification module 168 provides page 106. In order to express the response rate of brand reputation, as shown in Figure 14, page 106 provides the response rate of brand reputation every month. Referring to Fig. 15, a trend chart of product word of mouth according to an embodiment of the present invention. The word-of-mouth chart can be used to quickly view the relative development of the entire product. Therefore, the word-of-mouth marketing key performance verification module 168 provides a trend chart of product word of mouth to express the product word-of-mouth trend. Referring to Fig. 16, there is shown a summary of the response rate of the product word of mouth in the embodiment of the present invention. The word-of-mouth response rate can show the degree of enthusiasm in a word-of-mouth topic. The higher the number indicates that the topic is discussed more, and the other hand indicates that the topic lacks new ideas. Therefore, the word-of-mouth marketing key performance verification module 168 provides a summary of the product's word-of-mouth response rate, so that the client knows how many times the product is discussed. . Referring to Fig. 17, a trend chart of the industry word of mouth according to the embodiment of the present invention. 14 201243755 Referring to the word-of-mouth development trend chart, the pulse of industrial word-of-mouth development can be observed. Therefore, the word-of-mouth marketing key performance verification module 168 provides a trend chart of industrial word-of-mouth to express the trend of industry word-of-mouth. Referring to Fig. 18, there is shown a schematic diagram of the brand reputation appraisal analysis summary table in the embodiment of the present invention. One of the most important things that brand managers care about is the positive and negative evaluation of brand reputation. Any well-known brand can get a good reputation from many supporters. At the same time, there will be complaints from users or be supported by competitors. attack. The word-of-mouth marketing key performance verification module 168 provides a summary of the brand reputation evaluation analysis table as shown in the '18th figure, and the word-of-mouth positive evaluation analysis summary table also includes three different observational numerical indicators, positive evaluation ratio, negative evaluation ratio and positive and negative The rating is such that the client 12 clearly knows the evaluation of brand reputation. Who, what is it, what to say, why? It has always been the answer that marketing people want to know. Traditionally, it is necessary to piece together the ideal answers through focus interviews, market research, and store visits. However, today's consumers usually take the initiative to express their consumption experience, service experience, or views on companies and brands, directly on the Internet. If you do not make good use of it, learning from it will lose your perception of the market environment and consumers. Referring again to Figure 1, the Consumer Insights Module 166 provides the client 12 with the potential to create and analyze potential leaders with word-of-mouth hot topics. In addition, the consumer insight module 166 is based on word-of-mouth data to provide a hot topic trend graph and an industry characteristic keyword type analysis related to the client 12. Referring to FIG. 19, it is a schematic diagram of a hot topic manufacturing leader 15 201243755 in the embodiment of the present invention. There is another leader in Internet word of mouth who no longer talks about cars. The main point is that the side sleeves are no longer (4). It is clearly hidden in the customs. * It is hidden in the hidden context. Consumers go, and ask 疚捃T, all of them have a tracking function of the Internet publisher (ID), assisting the client 12 to find the opinion leader on the network, and the consumer insight module 14 6 provides Like the hot topic leader list in Figure 9, the client 12' is made to let the client 12 know the top ten Internet publishers of multiple source websites, thereby achieving the tracking function of the potential leader of the π monument hot topic. Referring to Figure 20, there is shown a schematic diagram of a hot topic and a network publisher (ID) analysis summary table in accordance with an embodiment of the present invention. Hot topics have a blasting type, and there are also questions about burning -' hot topics can be quickly blasted in just a few days, or burned dozens or even hundreds of miles, the number of respondents can reach hundreds or thousands . Through the hot topic and Internet Publisher (ID) analysis summary provided by Consumer Secret Module 166, Client 12 can quickly view the major changes and fluctuations in Internet word-of-mouth topics. As shown in Figure 20, the Hot Topic and Network Issuer (ID) Analysis Summary provides information on the top ten Internet publishers and response rates for top-selling hot topics. Referring to Fig. 21, it is a hot topic trend chart of an embodiment of the present invention. Generally speaking, there are ups and downs in the number of brand reputations, but they are generally maintained in a stable growth situation. When the word-of-mouth volume has a significant increase or collapse, it indicates that there are impactful issues in the word-of-mouth market, and further discussion is needed. . Through the hot topic trend graph ' provided by the consumer insight module 166', the client 12 is informed of the number of hot topics related to the current brand. Referring to Fig. 22, it is an industrial characteristic keyword type of the embodiment of the present invention 201243755. The industrial property keyword classification is to observe the changes in the environment from the commonality of the industry. The consumer insight module 166 will assign different feature categories for different industry attributes. The industry characteristic keyword type analysis summary table in Figure 22 provides the characteristic keyword classification of the development of the telecom operators, and through the industrial characteristic keyword type analysis summary table, the client 12 can understand the next development direction of the industry. . Compared with the prior art, the word-of-mouth monitoring system provided by the present invention can automatically analyze the word-of-mouth data on the Internet, and after providing processing and * analysis, and providing the client based on the specified time period. Word of mouth information is one of the word-of-mouth information used to achieve the automatic monitoring of Internet word of mouth. In addition, the above-mentioned word-of-mouth monitoring system can further assist the client in the management of word-of-mouth through the word-of-mouth information provided by the word-of-mouth monitoring system, as well as providing solutions for customer port-of-sale marketing, and further achieving the function of word-of-mouth information management and WOM solution. . BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 is a system block diagram of a word-of-mouth monitoring system according to an embodiment of the present invention; FIG. 2 is a flowchart of a monitoring method of a word-of-mouth monitoring system according to an embodiment of the present invention; A schematic diagram of the word-of-mouth information of the word-of-mouth daily newspaper; FIG. 4 is a schematic diagram of a page showing the brand/product word-of-mouth ranking of the embodiment of the present invention; 17 201243755 FIG. 5 is a page for analyzing the performance of the word-of-mouth source of the server according to the embodiment of the present invention. FIG. 6 is a schematic diagram of a page showing an analysis of a hot keyword in an embodiment of the present invention; FIG. 7 is a page showing a negative word-of-mouth list in an embodiment of the present invention. FIG. 8 is an embodiment of the present invention. FIG. 9 is a schematic diagram of a page showing the change of the number of brand reputations in the embodiment of the present invention; FIG. 10 is a diagram showing the change of the brand reputation of the embodiment of the present invention. Page 11; Figure 11 is a schematic diagram of a page showing changes in brand word-of-mouth occupancy according to an embodiment of the present invention; A schematic diagram of a trend of the brand reputation of the embodiment of the present invention; FIG. 13 is a schematic diagram of a page showing the number of titles of the brand reputation of the embodiment of the present invention; a schematic diagram of a 14th diagram showing the response of the brand of the present invention The trend graph of the word-of-mouth word-of-mouth; the response rate of the word-of-mouth is always indicated. Figure 15 is a product of the embodiment of the present invention. Figure 16 is a schematic diagram of the trend of the product word-of-mouth of the embodiment of the present invention; Figure 18 is a schematic diagram of the brand 201243755 of the embodiment of the present invention; FIG. 19 is a schematic diagram of a hot topic manufacturing leader of the embodiment of the present invention; FIG. 20 is a hot topic of the embodiment of the present invention. FIG. 21 is a schematic diagram of a trend diagram of a hot topic in the embodiment of the present invention; and FIG. 22 is a schematic diagram of a list of industry characteristic keyword types provided by the embodiment of the present invention. [Main component symbol description] Word of mouth monitoring system client server service platform end enterprise brand and product long-term monitoring module crisis warning module word of mouth marketing key performance verification module consumer insight module Internet word of mouth report brand product ranking 10 12 14 16 162 164 166 168 18 30 32 34 36 19 201243755 38 Word of mouth 382 Number of Internet word words 384 Number of titles 386 Positive word of mouth 388 Negative word of mouth 3810 Neutral word of mouth 3812 Website channel source number ' 3814 Popular word of mouth website ' 40 Page 50 , 52 Page 60 Page 70 Page 80 Page 90 Pages 100, 102, 104, 106 Page 20