Merchandise sales support system and merchandise sales support system program

Abstract

To enable collection of user feedback from users who considered purchasing a product but ultimately did not.SOLUTION: A merchandise sales support system transmits and receives messages to and from user terminals of online shoppers via a communication tool using a communications network. The merchandise sales support system includes: an education content transmission unit configured to transmit messages containing education content to deepen understanding of a product to multiple user terminals; a non-purchasing user identification unit configured to identify, among the multiple user terminals to which the education content was transmitted, user terminals of users who did not purchase the product; a questionnaire transmission unit configured to transmit messages containing questionnaire content to the identified non-purchasing user terminals; and a questionnaire results receiving unit configured to receive the results of input into the questionnaire content by the non-purchasing user terminals.SELECTED DRAWING: Figure 2

Description

[Technical Field]

[0001] The present invention relates to a product sales support system and a program for the product sales support system. [Background technology]

[0002] With the recent spread of online shopping, a wide variety of products and services are now available via the Internet, allowing consumers to select and purchase from a wide variety of products from the comfort of their own homes (see, for example, Patent Document 1). [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Publication No. 2022-081955 Summary of the Invention [Problem to be solved by the invention]

[0004] In online shopping and the like, buyer surveys are sometimes sent to users who have purchased a product, and user feedback is collected from users who have made a purchase, with the aim of understanding user needs, improving product quality, etc. However, in order to understand users' potential needs and to develop effective strategies to increase purchasing motivation, user feedback from users who considered purchasing but ultimately did not make a purchase is valuable, but until now, no attempts have been made to collect user feedback from such users who ultimately did not make a purchase.

[0005] The present invention was made in consideration of such problems, and its main objective is to make it possible to collect user feedback from users who considered purchasing a product but ultimately did not make the purchase. [Means for solving the problem]

[0006] In other words, the product sales support system of the present invention sends and receives messages between the user terminals of online shopping users via a communication tool using a communication network, and is characterized by comprising an educational content sending unit that sends messages including educational content to multiple user terminals to deepen understanding of the product, a non-purchasing user identification unit that identifies non-purchasing user terminals, which are user terminals of users who did not end up purchasing the product, among the multiple user terminals to which the educational content was sent, a survey sending unit that sends a message including survey content to the identified non-purchasing user terminal, and a survey result receiving unit that receives the results of input into the survey content by the non-purchasing user terminal.

[0007] With this configuration, the non-purchasing user terminal, which is the user terminal of a user who has deepened their understanding of a product by sending educational content but has not yet purchased the product, is identified, a message including questionnaire content is sent to the non-purchasing user terminal, and the results of the questionnaire are received, making it possible to collect user feedback from users who considered purchasing a product but ultimately did not purchase it.

[0008] In this specification, "products" does not only refer to physical products (so-called tangible products), but also includes physical products (so-called intangible products) such as services (e.g., education, healthcare, consulting, etc.), digital content (e.g., music, movies, television programs, e-books, software, etc.), and cloud services (e.g., cloud storage, cloud computing, etc.). Furthermore, "online shopping" does not only refer to the purchase of tangible products over the Internet, but also includes the purchase of intangible products over the Internet.

[0009] A specific embodiment of the product sales support system is one in which the educational content transmission unit transmits, as the educational content, one or more question-type messages to elicit the needs of the user of the user terminal.

[0010] A specific embodiment of the product sales support system is one that further includes a recommended product determination unit that receives response results from the user terminal to the educational content and determines recommended products that are suitable for the needs of the user of the user terminal based on the response results, and after the educational content sending unit sends a message including the educational content a predetermined number of times, sends a message to the user terminal that includes a link button that transitions to a purchase page for the recommended product determined by the recommended product determination unit.

[0011] In the product sales support system, it is preferable that the non-purchasing user terminal is the user terminal of a user who visited the purchase page of the recommended product via the link button but did not end up purchasing the recommended product. In this way, it is possible to identify user terminals that did not result in a purchase while still proposing recommended products that meet the user's needs, and it is possible to obtain more meaningful user feedback from users.

[0012] A specific configuration for identifying non-purchasing user terminals is one in which the product sales support system further comprises an educational user information storage unit that stores educational user information regarding the multiple user terminals to which the educational content is sent, a purchasing user information output unit that immediately outputs purchasing user information regarding the purchasing user terminal when the estimated product is purchased on the recommended product purchase page, and a purchasing user information acquisition unit that acquires the output purchasing user information, and the non-purchasing user identification unit identifies the non-purchasing user terminal based on the educational user information stored in the user information storage unit and the purchasing user information acquired by the purchasing user information acquisition unit.

[0013] It is preferable that the product sales support system be such that the recommended product determination unit re-determines recommended products suited to the needs of the user of the non-purchasing user terminal based on the results of input to the survey content received by the survey result receiving unit, and the educational content sending unit sends to the non-purchasing user terminal a message including a link button that transitions to the purchase page of the recommended product re-determined by the recommended product determination unit. In this way, the system can grasp the deeper needs of users of non-purchasing user terminals based on the survey results and then present recommended products again, thereby encouraging users to purchase products.

[0014] It is preferable that the product sales support system further includes an anti-absence POP display unit that displays an anti-absence POP on the purchase page when the user terminal that has visited the product purchase page takes an action to leave the purchase page, and that the educational content sending unit sends a message including the educational content to the user terminal that has taken a specified action on the displayed anti-absence POP. In this way, the users of the user terminals to which the educational content and questionnaire content are sent can be limited to those who have already shown an interest in purchasing the product, making the user feedback obtained from users more meaningful.

[0015] The program for a product sales support system of the present invention is a program for a product sales support system that sends and receives messages to and from user terminals of online shopping users via a communication tool using a communication network, and is characterized by having a computer perform the functions of an educational content sending unit that sends messages including educational content to multiple user terminals to deepen understanding of the product, a non-purchasing user identification unit that identifies non-purchasing user terminals that are user terminals of users who did not end up purchasing the product among the multiple user terminals to which the educational content was sent, a survey sending unit that sends messages including survey content to the identified non-purchasing user terminals, and a survey result receiving unit that receives the results of input into the survey content by the non-purchasing user terminals.

[0016] Such a program for a product sales support system of the present invention can achieve the same effects as the product sales support system described above. [Effects of the Invention]

[0017] According to the present invention configured in this way, it is possible to collect user feedback from users who considered purchasing a product but ultimately did not make the purchase. [Brief explanation of the drawings]

[0018] [Figure 1] 1 is a diagram schematically illustrating the overall configuration of a product sales support system according to an embodiment of the present invention; [Figure 2] FIG. 2 is a functional block diagram of the product sales support system according to the embodiment. [Figure 3] 4 is a flowchart illustrating the operation of the product sales support system according to the embodiment. [Figure 4] FIG. 2 is a diagram showing a display screen displayed by the product sales support system according to the embodiment. [Figure 5] FIG. 2 is a diagram showing a display screen displayed by the product sales support system according to the embodiment. [Figure 6]FIG. 2 is a diagram showing a display screen displayed by the product sales support system according to the embodiment. [Figure 7] FIG. 2 is a diagram showing a display screen displayed by the product sales support system according to the embodiment. [Figure 8] FIG. 2 is a diagram showing a display screen displayed by the product sales support system according to the embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0019] A product sales support system 100 according to an embodiment of the present invention will be described below with reference to the drawings.

[0020] The product sales support system 100 of this embodiment is for collecting user feedback from users who are considering purchasing a product (a tangible product in this embodiment, such as clothing, but not limited to clothing) through online shopping by sending and receiving messages to and from multiple user terminals C via a communication tool using a communication network. Specifically, this product sales support system 100 includes product sales server devices 1A, 1C that communicate with user terminal C and provide online product shopping services to user terminal C, and an education server device 1B that communicates with user terminal C and sends and receives messages to assist the user in understanding the product. The product sales server devices 1A, 1C and the education server device 1B are also configured to be able to communicate information with each other via the communication network.

[0021] The user terminal C is, for example, a smartphone, a tablet, a desktop PC, a laptop computer, etc., but is not limited to these. A communication tool using a communication network is, for example, a messaging app for sending and receiving messages in a chat format. In this embodiment, a messaging app is installed on both the education server device 1B and the user terminal C, and messages and data are sent and received between the education server device 1B and the user terminal C via the messaging app.

[0022] Specifically, this product sales support system 100 is configured so that multiple user terminals C, product sales server devices 1A and 1C, and education server device 1B communicate with each other and cooperate to perform the functions of an abandonment prevention POP display unit 11, an educational content transmission unit 12, an education user information storage unit 13, a recommended product determination unit 14, a purchasing user information output unit 15, a purchasing user information acquisition unit 16, a non-purchasing user identification unit 17, a questionnaire transmission unit 18, and a questionnaire result reception unit 19, as shown in Fig. 2. In this embodiment, product sales server device 1A performs the function of the abandonment prevention POP display unit 11, product sales server device 1C performs the function of the purchasing user information output unit 15, and education server device 1B performs the functions of the educational content transmission unit 12, the education user information storage unit 13, a recommended product determination unit 14, a purchasing user information acquisition unit 16, a non-purchasing user identification unit 17, a questionnaire transmission unit 18, and a questionnaire result reception unit 19. In other words, this embodiment is equipped with multiple product sales server devices 1A, 1C that provide online product shopping services to user terminals C, and each product sales server device 1A, 1C has different functions. More specifically, one product sales server device 1A displays a purchase page that can be accessed by all users, while the other product sales server device 1C displays a purchase page that can be accessed only by specific users who know the link.

[0023] Next, the operation of this product sales support system 100 will be described with reference to the functional block diagram of FIG. 2, the flowchart of FIG. 3, and the display screens of FIGS. 4 to **, while also explaining each of the above-mentioned components.

[0024] First, an online shopping user browses a purchase page (webpage) for a specific product using a user terminal C, such as a smartphone. The purchase page includes not only a webpage for completing the product purchase procedure, but also various webpages that contain information related to the purchase of the product, such as a product advertisement page. Note that the delivery of the purchase page and the provision of an interface for the user to view products and place an order are performed by the product sales server device 1A.

[0025] When the user takes an action to leave the purchase page (exit action) using the user terminal C, the exit prevention POP display unit 11 displays the exit prevention POP window W1 on the purchase page (step S1). An exit action refers to an action that causes the user to leave the purchase page, such as closing the purchase page, clicking or tapping the back button on the browser, moving to another link or page, or closing the app. The exit prevention POP window W1 that is displayed displays a free diagnosis button B1 (here, displayed as "Start free diagnosis") to help the user deepen their understanding of the product, as shown in FIG. 4, for example.

[0026] When the user takes a predetermined action on this drop-off prevention POP window W1 (specifically, taps or clicks the free diagnosis button B1), a predetermined messaging app is launched on the user terminal C, and a message M1 including educational content for deepening understanding of the product is sent in chat format from the educational content sending unit 12 to the user terminal C via the messaging app (step S2). As shown in Fig. 5, the educational content sending unit 12 sends one or more question-type messages M1 as educational content to elicit the needs of the user of the user terminal C. When the user answers the sent question-type message M1, the educational content sending unit 12 sends the next different question-type message M1.

[0027] Here, after the user takes a predetermined action on the withdrawal prevention POP window W1, and before the educational content is transmitted from the messaging app, an approval button B2 that permits acquisition of information about the user terminal C (educational user information) from the education server device 1B is displayed on the user terminal C, as shown in FIG. 6. When the user terminal C taps this approval button, a message M1 including the educational content is transmitted from the education content transmission unit 12. Furthermore, when the approval button is tapped, the educational user information is stored in the education user information storage unit 13 of the education server device 1B.

[0028] The recommended product determination unit 14 receives a response result from the user terminal C to the message M1, which is educational content, and determines one or more recommended products suitable for the user of the user terminal C based on the response result using a predetermined algorithm (step S3). The recommended product determination unit 14 determines the recommended products when the message M1, which is educational content, is transmitted from the educational content transmission unit 12 to the user terminal C a predetermined number of times and a predetermined number of response results are obtained from the user terminal C.

[0029] When the recommended product is determined by the recommended product determination unit 14, the educational content transmission unit 12 transmits a message M1 including an image of the determined recommended product and a link button B3 for transitioning to a purchase page for the recommended product to the user terminal C (step S4). If multiple recommended products are determined, the educational content transmission unit 12 transmits a message M3 including multiple link buttons B3, and displays the images of the multiple recommended products and their link buttons B3 on the user terminal C in a carousel format, for example, as shown in FIG.

[0030] When the user of user terminal C presses link button B3, a purchase page for the recommended product is displayed on user terminal C. The purchase page to which the user is redirected by pressing link button B3 is accessible only to specific users who know the link, and is provided by product sales server device 1C. When a recommended product is purchased on the purchase page, purchasing user information about user terminal C that made the purchase is immediately output from purchasing user information output unit 15 of product sales server device 1C. This purchasing user information is, for example, a CV (conversion) tag, and includes data that can identify user terminal C that ended up purchasing the recommended product. The output user information is acquired by purchasing user information acquisition unit 16 of training server device 1B.

[0031] Then, the non-purchasing user identification unit 17 identifies a non-purchasing user terminal C based on the educational user information stored in the user information storage unit 13 and the purchasing user information acquired by the purchasing user information acquisition unit 16 (step S5). This non-purchasing user terminal C is a user terminal C of a user who did not end up purchasing the product among the multiple user terminals C to which the educational content was sent, and more specifically, a user terminal C of a user who visited the purchase page of the recommended product via the link button B3 but did not end up purchasing the recommended product.

[0032] More specifically, the non-purchasing user identification unit 17 compares the educational user information with the purchasing user information, and identifies, among the user terminals C indicated by the educational user information, those that overlap with the user terminals C indicated by the purchasing user information as non-purchasing user terminals C. The non-purchasing user identification unit 17 performs the identification operation for the non-purchasing user terminal C a predetermined time (for example, one hour) after the educational content transmission unit 12 transmits the link button B3.

[0033] Then, the questionnaire sending unit 18 sends a message M2 including questionnaire content to the identified non-purchasing user terminal C via a message app (step S6). As shown in Fig. 8, this questionnaire content includes questions for understanding why the user of the non-purchasing user terminal C did not purchase the recommended product. For example, if the product is clothing (underwear), questions included in the questionnaire content include, but are not limited to, the user's age, the user's body type, the reason why the user is worried about purchasing the product, and the user's ideal product.

[0034] The user of the non-purchasing user terminal C inputs information into the received questionnaire content on the terminal. The input results into the questionnaire content are then received by the questionnaire result receiving unit 19 of the training server device 1B via the message application (step S7) and stored in a storage unit set in the memory.

[0035] Here, if necessary, the recommended product determination unit 14 may re-determine recommended products suited to the needs of the user of the non-purchasing user terminal C based on the results of input to the questionnaire content received by the questionnaire result receiving unit 19. Then, the educational content transmission unit 12 may transmit to the non-purchasing user terminal C a message M3 including a link button B3 for transitioning to a purchase page for the recommended product re-determined by the recommended product determination unit 14.

[0036] According to the product sales support system 100 of this embodiment configured as described above, the non-purchasing user terminal C, which is the user terminal C of a user who has deepened their understanding of a product by sending educational content but has not yet purchased the product, is identified, a message M2 including questionnaire content is sent to the non-purchasing user terminal C, and the survey results are received, thereby making it possible to collect user feedback from users who considered purchasing a product but ultimately did not purchase it.

[0037] The present invention is not limited to the above-described embodiment. For example, in the above embodiment, each function unit is implemented by a plurality of server devices 1A to 1C, but these function units may be implemented by a single server device.Furthermore, the functions of the education server device 1B may be implemented by a plurality of server devices.

[0038] Furthermore, the product sales support system 100 in the above embodiment supports the sale of tangible products as products, but is not limited to this. In other embodiments, the product sales support system 100 may support the sale of intangible products as products.

[0039] Furthermore, the present invention is not limited to the above-described embodiment, and it goes without saying that various modifications are possible without departing from the spirit of the present invention. [Explanation of symbols]

[0040] 100 ···Product sales support system 1A: Product sales server device 1B: Educational server equipment 11. POP display to prevent withdrawal 12 Educational Content Transmission Department 13 Educational user information storage section 14. Recommended Product Decision Department 15. Purchaser information output section 16. Purchaser information acquisition section 17. Non-purchasing user identification section 18. Survey Sending Department 19. Survey Result Reception Department C: User terminal W1: Anti-separation POP B1 Free diagnosis button B2: Approval button B3 Link button

Claims

1. A system for sending and receiving messages between a user terminal of an online shopping user and the user terminal of the online shopping user via a communication tool using a communication network, an educational content sending unit that sends a message including educational content for deepening understanding of a product to the plurality of user terminals; a non-purchasing user identification unit that identifies a non-purchasing user terminal, which is a user terminal of a user who did not purchase the product, from among the plurality of user terminals to which the educational content was transmitted; a survey sending unit that sends a message including a survey content to the identified non-purchasing user terminal; A product sales support system comprising a survey result receiving unit that receives the results of input to the survey content by the non-purchasing user terminal.

2. 2. The product sales support system according to claim 1, wherein the educational content transmission unit transmits, as the educational content, one or more question-type messages for eliciting the needs of the user of the user terminal.

3. a recommended product determination unit that receives a response result from the user terminal to the educational content and determines a recommended product suited to the needs of the user of the user terminal based on the response result; The product sales support system of claim 2, wherein the educational content sending unit sends a message including the educational content a predetermined number of times, and then sends to the user terminal a message including a link button that transitions to a purchase page for the recommended product determined by the recommended product determination unit.

4. 4. The product sales support system according to claim 3, wherein the non-purchasing user terminal is the user terminal of a user who visited the purchase page of the recommended product via the link button but did not end up purchasing the recommended product.

5. an educational user information storage unit that stores educational user information related to the plurality of user terminals to which the educational content is to be transmitted; a purchasing user information output unit that, when the inferred product is purchased on the purchase page of the recommended product, immediately outputs purchasing user information related to the user terminal that purchased the product; a purchasing user information acquisition unit that acquires the output purchasing user information, The product sales support system of claim 4, wherein the non-purchasing user identification unit identifies the non-purchasing user terminal based on the educational user information stored in the user information storage unit and the purchasing user information acquired by the purchasing user information acquisition unit.

6. the recommended product determination unit re-determines recommended products suited to the needs of the user of the non-purchasing user terminal based on the input results to the questionnaire content received by the questionnaire result receiving unit; 6. The product sales support system according to claim 4, wherein the educational content sending unit sends a message to the non-purchasing user terminal including a link button that transitions to a purchase page for the recommended product that has been re-determined by the recommended product determination unit.

7. a drop-off prevention POP display unit that displays a drop-off prevention POP on the purchase page when the user terminal that has visited the product purchase page takes an action to drop off the purchase page; 2. The product sales support system according to claim 1, wherein the educational content sending unit sends a message including the educational content to the user terminal that has taken a predetermined action on the displayed POP to prevent abandonment.

8. A program for a product sales support system that transmits and receives messages to and from a user terminal of an online shopping user via a communication tool using a communication network, an educational content sending unit that sends a message including educational content for deepening understanding of a product to the plurality of user terminals; a non-purchasing user identification unit that identifies a non-purchasing user terminal, which is a user terminal of a user who did not purchase the product, from among the plurality of user terminals to which the educational content was transmitted; a survey sending unit that sends a message including a survey content to the identified non-purchasing user terminal; A program for a product sales support system that causes a computer to function as a survey result receiving unit that receives the results of input to the survey content by the non-purchasing user terminal.

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