Customer service system and management device

Abstract

To provide a system for enabling a plurality of operators to deal with the services of a plurality of stores.SOLUTION: A customer service system includes store terminals arranged in a plurality of stores, a plurality of operator terminals operated by operators who serve customers visiting the stores, and a management device capable of communicating with the plurality of store terminals and the plurality of operator terminals. The management device includes a virtual waiting room configuring section configured to connect the plurality of shop terminals and the plurality of operator terminals to each other and configure a virtual waiting room in which the plurality of operator terminals are caused to wait in a state in which customer service via the shop terminals is selectable, and a virtual customer service room configuring section configured to configure a virtual customer service room in which customer service is available between an operator terminal of an operator who has selected customer service from among the operator terminals in a waiting state and the selected shop terminal.SELECTED DRAWING: Figure 7

Description

[Technical Field]

[0001] The present invention relates to a customer service system and a management device, and more particularly to a customer service system and a management device in which a plurality of operators serve a plurality of stores. [Background technology]

[0002] Patent Document 1 discloses a customer service system in which an operator serves customers at a store located remotely from a customer service center. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Laid-Open No. 2010-213127 Summary of the Invention [Problem to be solved by the invention]

[0004] However, Patent Document 1 is a customer service system for one store, and does not disclose a system in which multiple operators are in charge of multiple stores.

[0005] The present invention has been made in view of the above-mentioned problems, and has an object to provide a system and a management device in which a plurality of operators are in charge of a plurality of stores. [Means for solving the problem]

[0006] One aspect of the present invention is a customer service system comprising store terminals located in multiple stores, multiple operator terminals operated by operators who serve customers visiting the stores, and a management device capable of communicating with the multiple store terminals and the multiple operator terminals, wherein the management device comprises a virtual waiting room configuration unit that connects the multiple store terminals to the multiple operator terminals and configures a virtual waiting room in which the multiple operator terminals are waiting with the option of serving customers via the store terminals, and a virtual customer service room configuration unit that configures a virtual customer service room that enables customer service to be provided between the operator terminal of an operator who has selected to serve customers among the waiting operator terminals and the selected store terminal.

[0007] One aspect of the present invention is a management device that manages connections between multiple store terminals located in a store and multiple operator terminals operated by operators who serve customers visiting the store, and is equipped with a virtual waiting room configuration unit that connects the multiple store terminals to the multiple operator terminals and configures a virtual waiting room in which the multiple operator terminals are waiting, with the option of serving customers via the store terminals, and a virtual customer service room configuration unit that configures a virtual customer service room that enables customer service to be provided between the operator terminal of an operator who has selected to serve customers among the waiting operator terminals and the selected store terminal.

[0008] One aspect of the present invention is a computer program that manages connections between multiple store terminals located in a store and multiple operator terminals operated by operators who serve customers who visit the store, the program causing the computer to function as a virtual waiting room configuration means that connects the multiple store terminals to the multiple operator terminals and configures a virtual waiting room in which the multiple operator terminals are waiting with the option of serving customers via the store terminals, and a virtual customer service room configuration means that configures a virtual customer service room that enables customer service to be provided between the operator terminal of an operator who has selected to serve customers among the waiting operator terminals and the selected store terminal. [Effects of the Invention]

[0009] The present invention allows a plurality of operators to handle customer service at a plurality of stores. [Brief explanation of the drawings]

[0010] [Figure 1] FIG. 1 is a configuration diagram of a customer service system according to the first embodiment. [Figure 2] FIG. 2 is a block diagram showing an example of the store terminals 1a to 1f. [Figure 3] FIG. 3 is a block diagram showing an example of the management device 3. As shown in FIG. [Figure 4] FIG. 4 is a diagram for explaining the first embodiment. [Figure 5] FIG. 5 shows an example of a standby screen display of the waiting room displayed on the screen of each of the operator terminals 2x to 2z connected to the waiting room. [Figure 6] FIG. 6 shows an example of a waiting screen display (customer visitor) of the waiting room, which is displayed on the screen of each of the operator terminals 2x to 2z connected to the waiting room. [Figure 7] FIG. 7 shows a state in which the store terminal 1d and the operator terminal 2z have moved to the customer service room. [Figure 8] FIG. 8 is an example of a standby screen displayed on an operator terminal other than the operator terminal 2z. [Figure 9] FIG. 9 shows a customer service screen of the operator terminal 2z in the customer service room. [Figure 10] FIG. 10 is a block diagram of the management device 3 in an additional example of the first embodiment. [Figure 11] FIG. 11 shows an example of a standby screen display of the waiting room displayed on the screen of each of the operator terminals 2x to 2z connected to the waiting room. [Figure 12] FIG. 12 is a block diagram of the management device 3 in the second additional example of the first embodiment. [Figure 13]FIG. 13 shows an example of a standby screen display of the waiting room displayed on the screen of each of the operator terminals 2x to 2z connected to the waiting room. [Figure 14] FIG. 14 is a diagram for explaining the second embodiment. [Figure 15] FIG. 15 is a block diagram of the management device 3 according to the second embodiment. [Figure 16] FIG. 16 is a block diagram of the management device 3 according to the third embodiment. [Figure 17] FIG. 17 is a diagram showing an example of an information input device and a customer service screen on the store side. DETAILED DESCRIPTION OF THE INVENTION

[0011] First Embodiment A first embodiment of the present invention will be described.

[0012] Fig. 1 is a configuration diagram of a customer service system according to the first embodiment. Fig. 1 shows an example in which six stores A to F are served by three operators XXX, YYY, and ZZZ.

[0013] The customer service system according to this embodiment includes store terminals 1a to 1f, operator terminals 2x to 2z, and a management device 3.

[0014] Store terminals 1a to 1f are installed in different locations in stores A to F. Store terminals 1a to 1f each include a customer voice acquisition unit (e.g., a microphone) that acquires customer voice, a store video acquisition unit (e.g., a camera) that acquires store video, a transmission unit that transmits the customer voice acquired by the customer voice acquisition unit and the customer video acquired by the customer video acquisition unit to management device 3, and an output unit (e.g., a speaker or a display) that outputs the operator voice and operator video transmitted from management device 3.

[0015] 2 is a block diagram showing an example of store terminals 1a to 1f. Store terminals 1a to 1f each include a microphone 11 as a customer voice acquisition unit, a camera 12 as a store video acquisition unit, a speaker 13 as an audio output unit, a display 14 that displays explanatory images and the like, a customer service information database (customer service information DB) 15 that stores customer service information for each store (such as standard audio for usage fees and precautions) as described below, and a customer service management unit 16 that transmits and receives information to and from management device 3. Store terminals 1a to 1f are, for example, computers equipped with processors such as a CPU or GPU.

[0016] The operator terminals 2x to 2z are installed at waiting areas for the operators XXX, YYY, and ZZZ, which are located in different places. Each of the operator terminals 2x to 2z includes an output unit (e.g., a display or a speaker) that outputs store images and customer voices of each store transmitted from the management device 3, a selection unit (e.g., a browser) that enables the operator to select a store to serve customers at from the output store images, and a communication unit that enables communication with the customer terminal of the selected store. The operator terminals 2x to 2z are, for example, personal computers, tablet computers, smartphones, etc. that include processors such as a CPU and a GPU. Processing associated with serving customers at the operator terminals 2x to 2z is performed on a browser basis.

[0017] The management device 3 connects the store terminals 1a to 1f and the operator terminals 2x to 2z via a network. The management device 3 is a computer equipped with a processor such as a CPU or a GPU. The management device 3 includes a virtual waiting room configuration unit that connects the store terminals 1a to 1f and the operator terminals 2x to 2z and configures a virtual waiting room in which the operator terminals 2x to 2z are placed on standby, with the operator terminal 2x to 2z able to select whether to serve a customer via the store terminal 1a to 1f, and a virtual customer service room configuration unit that configures a virtual customer service room that enables customer service between an operator terminal that has selected to serve a customer and the selected store terminal among the waiting operator terminals 2x to 2z. These functions are implemented by the processor of the management device 3 based on programs and data.

[0018] Here, the state in which customer service can be selected includes not only when a customer or the store terminals 1a to 1f requests customer service, but also when an operator selects a store for customer service or the like at the store terminals 1a to 1f.

[0019] 3 is a block diagram showing an example of the management device 3. The management device 3 includes a virtual waiting room configuration unit 31, a virtual customer service room configuration unit 32, an operator management table 311 that manages operators who can serve customers, a store management table 312 that manages the store terminals 1a to 1f, and a customer service management table 313 that manages customer service rooms.

[0020] Specifically, the virtual waiting room configuration unit 31 of the management device 3 configures a waiting room as shown in Fig. 4, which enables the store terminals 1a to 1f and the operator terminals 2x to 2z to communicate with each other when no customers are visiting the store. As an example of a method for configuring the waiting room, an example will be described in which the store terminals 1a to 1f and the operator terminals 2x to 2z are connected using a WebRTC (Web Real-Time Communication) connection method. Here, WebRTC is a technology that enables real-time communication between web browsers without using a plug-in, and enables, for example, video chat (video call), voice chat, and file sharing.

[0021] The virtual waiting room configuration unit 31 registers the store terminal to be served in the store management table 312 (if the store has not yet served a customer, the service flag is set to "0", and if the store has served a customer, the service flag is set to "1"), and registers the operator who has logged in as available to serve a customer in the operator management table 311 (if the store has not yet served a customer, the service flag is set to "0", and if the store has served a customer, the service flag is set to "1"). If an operator is temporarily unable to serve a customer due to a break or the like, the value of the service flag in the operator management table 311 is deleted in response to a request from the operator terminal of that operator. The virtual waiting room configuration unit 31 then configures a virtual waiting room that allows video and audio communication between the store terminal of a store whose service flag in the store management table 312 is "0" and the operator terminal of an operator whose service flag in the store management table 312 is "0".

[0022] FIG. 5 shows an example of a standby screen display in the standby room displayed on the screen of each operator terminal 2x to 2z connected to the standby room. The video and audio acquired by each store terminal 1a to 1f are output to the standby screen. Operators XXX, YYY, and ZZZ of each operator terminal 2x to 2z check the status of customer visits to each store while viewing the video and audio of each store on the standby screen. Next, when a customer arrives at store D, the customer is displayed in the video of store D on the standby screen as shown in FIG. 6, allowing operators XXX, YYY, and ZZZ to know that the customer has arrived at store D. At this time, the standby screen may be notified of the customer's arrival by pressing a button installed in the store, by audio acquired from the store terminal 1a to 1f, or by motion detection by a sensor. Furthermore, the video screen of the store the customer visited may be displayed in a different format from the video screens of other stores so that the store the customer visited can be identified. For example, in FIG. 6, the video frame of store D may be displayed in a thick line.

[0023] Here, when operator ZZZ, among operators XXX, YYY, and ZZZ waiting in the waiting room, serves a customer of store D, operator ZZZ selects the video screen of store D on the waiting screen. When operator ZZZ selects the video screen of store D, store terminal 1d and operator terminal 2z move from the waiting room to the customer service room.

[0024] Movement to the customer service room is initiated by the virtual waiting room construction unit 31 changing the customer service flag in the operator management table 311 of operator ZZZ who has selected customer service from "0" to "1" and changing the customer service flag in the store management table 312 of the selected store D from "0" to "1".

[0025] The virtual customer service room configuration unit 32 is triggered by a change in the customer service flag in the operator management table 311 and the store management table 312, and registers the combination of the operator whose customer service flag has been changed to "1" and the store in the customer service management table 313, and connects the registered operator and the store via peer-to-peer (P2P). This configures a virtual customer service room. In this example, the store terminal 1d of store D and the operator terminal 2z of operator ZZZ are connected via peer-to-peer (P2P), and customer service room 1 is configured.

[0026] 7 shows a state in which the store terminal 1d and the operator terminal 2z have moved to a customer service room, where the store terminal 1d and the operator terminal 2z communicate with each other via peer-to-peer (P2P).

[0027] In the state shown in Figure 7, store terminals and operator terminals other than store terminal 1d and operator terminal 2z remain in the waiting room and are in a standby state. That is, these are store terminals and operator terminals of stores whose customer service flags in the operator management table 311 and store management table 312 are "0". Figure 8 is an example of a standby screen displayed on an operator terminal other than operator terminal 2z. Figure 8 shows that store D is serving customers and operator XXX is serving customers.

[0028] Meanwhile, the store terminal 1d and the operator terminal 2z are in a customer service state in the customer service room. Fig. 9 shows the customer service screen of the operator terminal 2z in the customer service room.

[0029] Operator zzz attends to customers at store D while viewing the video and the customer's voice acquired by store terminal 1d at store D. Specifically, operator zzz attends to customers while responding by voice to questions and the like to the customer's voice. The voice of operator zzz is converted by a voice changer in store terminal 1d at store D and output from store terminal 1d at store D. This makes it possible to eliminate differences in sound quality due to differences in operators. However, a voice changer is not necessarily required, and the operator's voice may be output as is.

[0030] Furthermore, the customer service database 16 of the store terminal 1d stores customer service information about store D (such as standard voice prompts for charges and important points), and this information is displayed on the customer service screen displayed on the operator terminal 2z. When necessary, the operator zzz selects customer service information, and the store terminal 1d outputs the selected customer service information as an image or voice.

[0031] The customer service database 15 does not necessarily have to be installed in the store terminal, but may be stored on the cloud.

[0032] When operator zzz has finished serving the customer of store D, the virtual customer service room configuration unit 32 closes the customer service screen for operator zzz. As a result, the virtual customer service room configuration unit 32 deletes the customer service room for the combination of the operator who has finished serving the customer and the store from the customer service management table 313, and terminates the peer-to-peer (P2P) communication. In addition, the virtual customer service room configuration unit 32 notifies the virtual waiting room configuration unit 31 that the peer-to-peer (P2P) communication between the operator and the store has been terminated.

[0033] The virtual waiting room configuration unit 31 receives notification of the store and operator from the virtual waiting room configuration unit 31, and changes the customer service flag of the notified store and operator in the store management table 312 from "1" to "0." Then, the virtual waiting room configuration unit 31 moves the store and operator whose customer service flag has been changed from "1" to "0" to the waiting room. In this example, the store terminal 1d and the operator terminal 2z move from the customer service room to the waiting room, resulting in the state shown in FIG. 4.

[0034] In this embodiment, multiple stores and multiple operators are connected in a many-to-many manner, and when customers are to be served, a store and an operator are connected one-to-one, allowing multiple operators to serve customers at multiple stores.This configuration makes it possible to reduce costs per store compared to a system in which an operator is dedicated to one store.Another advantage is that talented operators can be used at multiple stores.

[0035] In the above example, multiple stores and multiple operators are connected in a many-to-many manner in the waiting room, and the operator terminals and store terminals are connected via peer-to-peer (P2P) in the customer service room. However, this is not limiting. For example, in the waiting room, each operator terminal and each store terminal may be connected via virtual peer-to-peer (P2P), and these connections may be bundled to generate a single waiting screen to configure the waiting room. In the customer service room, only the connection between the operator terminal and the store terminal to be served may be separated, and a dedicated customer service screen may be generated to configure the customer service room.

[0036] <Additional Example 1 of the First Embodiment> An additional example 1 of the first embodiment will be described. In addition to the configuration of the first embodiment, a function that allows conversations and chats between operators may be provided.

[0037] 10 is a block diagram of the management device 3 in an additional example of the first embodiment. The management device 3 includes an inter-operator communication unit 33. The inter-operator communication unit 33 has a function that enables communication between operators by text or voice using a chat or voice call function. Fig. 11 is an example of a standby screen display of the waiting room displayed on the screen of each operator terminal 2x to 2z connected to the waiting room. In the example of Fig. 11, a chat screen that allows chats between operators is displayed on the screen using the function of the inter-operator communication unit 33. In this way, by providing an inter-operator communication function, smooth communication can be achieved between operators, and operators can receive advice from other operators about parts that they cannot understand on their own, or can convey matters to other operators.

[0038] The communication function is not limited to a chat function, but may be a means of communication by telephone or video.Furthermore, a memo function may be provided.

[0039] <Additional Example 2 of the First Embodiment> A second additional example of the first embodiment will be described. In Additional Example 2 of the first embodiment, a field for registering an operator profile is provided in the record of each operator in the operator management table 311 in the configuration of the first embodiment. In the operator profile, for example, the skill level of customer service, languages ​​that the operator can speak, such as English and Chinese, etc. are registered.

[0040] Fig. 12 is a block diagram of the management device 3 in Additional Example 2 of the first embodiment. As shown in Fig. 12, each operator record in the operator management table 311 has a field for registering the operator's profile, and the profile field registers the operator's customer service skill level and the languages ​​that can be spoken.

[0041] The virtual waiting room configuration unit 31 has a function of displaying the operator's profile on the screen of the operator terminal on the waiting screen. Similarly, the virtual customer service room configuration unit 32 has a function similar to that of the virtual waiting room configuration unit 31, and may refer to the operator management table 311 to display the operator's profile on the customer service screen.

[0042] Fig. 13 shows an example of a standby screen display of the waiting room displayed on the screen of each operator terminal 2x to 2z connected to the waiting room. In the example of Fig. 13, in addition to the name of each operator, the profile of that operator is also displayed.

[0043] This profile function can be used in conjunction with the above-mentioned communication function between operators to achieve even greater effectiveness. For example, if you want advice on how to use English when serving customers, you can browse each operator's profile to identify an operator who is good at English, and then use the communication function to receive advice from that operator.

[0044] <Second embodiment> A second embodiment will be described.

[0045] In the first embodiment, an example was described in which a predetermined number of operators serve customers at multiple stores, but there is a limit to the number of stores that an operator can serve. Furthermore, if the number of stores displayed on the waiting screen of the operator terminal 2 becomes too large, it is thought that this may cause inconvenience to the operators, as they may not be able to understand the status of the stores, such as when customers visit. Therefore, in the second embodiment, a predetermined number of operators and the number of stores that the predetermined number of operators can serve are grouped, and one waiting room is configured for each group. Furthermore, a management operator who supports the operators in each waiting room is placed on standby, and control is exercised so that they can enter each waiting room as needed.

[0046] FIG. 14 is a diagram for explaining the second embodiment. The example in Figure 14 shows two waiting rooms. Store terminals 1a to 1f of stores A to F and operator terminals 2x to 2z of operators XXX to ZZZ form one group, which belongs to waiting room 1. Store terminals 1g to 1h of stores G to K and operator terminals 2m to 2o of operators MMM to OOO form one group, which belongs to waiting room 2. Furthermore, there are two management operators Ad1 and Ad2 who support operators XXX to ZZZ and operators MMM to OOO, and each management operator Ad1 and Ad2 can enter either waiting room 1 or waiting room 2 using their operator terminals 2Ad1 and 2Ad2.

[0047] 15 is a block diagram of the management device 3 in the second embodiment. To realize the above functions, the virtual waiting room configuration unit 31 of the management device 3 includes an operator management table 311 and a store management table 312 for each waiting room. Furthermore, the virtual waiting room configuration unit 31 includes a management operator table 314 that manages management operators Ad1 and Ad2 who are allowed to enter the two waiting rooms 1 and 2.

[0048] In the second embodiment, each operator cannot enter a waiting room other than the waiting room in which they are located. In other words, an operator who is not registered in the operator management table 311 cannot enter that waiting room. On the other hand, a management operator is registered in the operator management table 311 of each waiting room, and therefore can enter all waiting rooms that he or she manages. In this case, the identification information of the waiting room that the operator is entering is registered in the management operator table 314.

[0049] The operation of the second embodiment will be described. For example, if all of the operators XXX to ZZZ waiting in waiting room 1 are currently serving customers and a customer comes to another store, they will not be able to serve the customer. Therefore, when the serving flags in the operator management table 311 for all operators other than the supervisory operator become "1," the virtual waiting room configuration unit 31 notifies the supervisory operator's operator terminals 2Ad1 and Ad2 that all of the operators in that waiting room are currently serving customers. This allows the supervisory operator to know that there is no operator in that waiting room who can serve customers. The notification may be either audio or image from the operator terminals Ad1 and Ad2.

[0050] The management operators Ad1 and Ad2 who have received the notification enter the waiting room. When the virtual waiting room configuration unit 31 receives a request to enter from the management operator terminal of the management operator, it sets the service flag of the management operator in the operator management table 311 of that waiting room to "0". This allows the management operator to enter the waiting room and enables them to serve customers. Then, if a customer comes to a store other than the store where the operators XXX to ZZZ are serving customers, the management operator will serve the customer.

[0051] The example in Fig. 15 shows the tables for a case where all of the operators XXX to ZZZ are serving customers, and furthermore, a new customer comes to store F, and management operator Ad1 serves the customer at store F. In addition, peer-to-peer (P2P) communication is also performed between management operator Ad1 and store F in the customer service management table 313, and a customer service room 5 is configured.

[0052] With this configuration, if the operators waiting in the waiting room alone are unable to handle a visitor, a management operator can attend to the visitor, and even in a store group with a fluctuating number of customers, operators can be used effectively without having to allocate many operators. Note that, although the above explanation was given for a case in which there are two virtual waiting rooms, more than one virtual waiting room may be provided.

[0053] <Modification 1 of the Second Embodiment> In the second embodiment described above, a configuration has been described in which a management operator who supports the operators in each waiting room is placed on standby and can enter any waiting room to attend to customers.

[0054] However, it is also possible to configure the system without providing a management operator, so that operators belonging to a waiting room are not limited to that waiting room but can enter other waiting rooms. In such a configuration, all operators may be given the authority to enter other waiting rooms, but since giving all operators the authority to enter other waiting rooms would defeat the purpose of grouping them, it is preferable to give only some experienced operators the authority to enter other waiting rooms. Then, if there is a waiting room where all of the customer service flags in the operator management table 311 are set to "1," the virtual waiting room configuration unit 31 notifies operators who have been given the authority to belong to waiting rooms other than the waiting room in question of this fact. Even with this configuration, it is possible to obtain the same effects as in the second embodiment. Note that the number of virtual waiting rooms may be two or more.

[0055] <Modification 2 of the Second Embodiment> Further advantages can be obtained by combining the second embodiment or the first modification with the first and second additional examples of the first embodiment. For example, as described in the above-described embodiment, the operator profile is used when it is difficult for the operators in the waiting room to handle the situation alone and support is requested from a management operator or an operator belonging to another waiting room. As a method of requesting support, an operator can make the profile of each operator in the operator management table 311 viewable, select an operator who can handle the customer from the profile, and make a request to that operator using a chat or voice call function.

[0056] <Third embodiment> A third embodiment will be described. The third embodiment is an example in which information input devices (e.g., input devices for inputting customer information and product order information) installed in each store can be operated on each operator terminal, and the information can be controlled so that it can be shared between customers and operators.

[0057] 16 is a block diagram of the management device 3 according to the third embodiment. The management device 3 according to the third embodiment includes an information input device sharing unit 33 in addition to the components of the first or second embodiment.

[0058] The information input device sharing unit 33 has, for example, a remote desktop function, and when peer-to-peer (P2P) communication is taking place between a store terminal and an operator terminal, it controls the information input device installed in the store so that it can be operated by the operator terminal, and also controls the input and operation information so that it can be shared between the store terminal and the operator terminal.

[0059] Fig. 17 is a diagram showing an example of an information input device and a customer service screen on the store side. The example in Fig. 17 shows an example of an operation screen of a product ordering device installed in store D and an example of a customer service screen of an operator terminal including an operation screen that can operate the product ordering device.

[0060] When a customer visiting Store D uses a product ordering device installed in Store D to order a product, the customer may not know how to operate the product ordering device or the contents of the order. In such cases, the operator who is serving the customer operates the product ordering device screen on the customer service screen and inputs the order information for the product while listening to the customer's requests and orders. The input order information is shared between the customer and the operator, so the customer can feel at ease.

[0061] With this configuration, customers can operate the information input device while receiving explanations from the operator, and the operator can also operate it on behalf of the customer, and the input information is shared between the customer and the operator, eliminating the anxiety of customers who do not fully understand how to operate the information input device.

[0062] Although the present invention has been described above by way of preferred embodiments, the present invention is not necessarily limited to the above-described embodiments, and can be modified and implemented in various ways within the scope of its technical concept. [Explanation of symbols]

[0063] 1a~1f store terminal 1g~1h store terminal 2x~2z Operator terminal 2m~2o operator terminal 2Ad1, 2Ad2 operator terminal 3 Management device

Claims

1. The system includes store terminals arranged in a plurality of stores, a plurality of operator terminals operated by operators who serve customers who visit the stores, and a management device capable of communicating with the plurality of store terminals and the plurality of operator terminals, The management device a virtual waiting room configuration unit that connects the plurality of store terminals and the plurality of operator terminals and configures a virtual waiting room in which the plurality of operator terminals are made to wait, with customer service via the store terminals being selectable; a virtual customer service room configuration unit that configures a virtual customer service room that enables customer service between the operator terminal of the operator who has selected customer service among the standby operator terminals and the selected store terminal; Equipped with Customer service system.

2. The store terminal a customer voice acquisition unit that acquires customer voice; a store video acquisition unit that acquires store video; a transmission unit that transmits the customer voice acquired by the customer voice acquisition unit and the customer video acquired by the customer video acquisition unit to the management device; a voice output unit that outputs an operator voice transmitted from the management device; Equipped with The operator terminal an output unit that outputs store images and customer voices of each store transmitted from the management device; a selection unit that allows a user to select a store from among the output store images; a communication unit capable of communicating with a customer terminal of the selected store; Equipped with The virtual waiting room configuration unit a standby screen generating unit that generates a standby screen including at least store images transmitted from each store terminal and that allows a customer to select a store where the customer will be served; a transmission unit that transmits the standby screen to the operator terminal; a connection control unit that receives a designation of a store from the operator terminal and transitions the operator terminal that has designated the store and the store terminal of the designated store from the virtual waiting room to the virtual customer service room; Equipped with The virtual customer service room configuration unit a communication control unit that enables one-to-one communication between a store terminal of the selected store and an operator terminal that selected the store; The customer service system according to claim 1 .

3. the store terminal includes a customer service information providing unit that provides a plurality of customer service information related to the store in response to an instruction from the operator terminal in the virtual customer service room; The operator terminal includes a customer service information instruction unit that instructs the customer service information to be provided. The customer service system according to claim 1 or 2.

4. The virtual waiting room configuration unit forming a plurality of virtual waiting rooms to which different stores and different first type operators belong; controlling the first type operator to be able to restrict movement to a virtual waiting room other than the virtual waiting room to which the first type operator belongs; A second type of operator controls to permit entry into the plurality of virtual waiting rooms; The virtual customer service room configuration unit A virtual customer service room is configured between the operator terminal of the second type operator who selected the customer service and the selected store terminal, allowing the customer service to be provided. The customer service system according to any one of claims 1 to 3.

5. A management device that manages connections between a plurality of store terminals arranged in a store and a plurality of operator terminals operated by operators who serve customers who visit the store, a virtual waiting room configuration unit that connects the plurality of store terminals and the plurality of operator terminals and configures a virtual waiting room in which the plurality of operator terminals are made to wait, with customer service via the store terminals being selectable; a virtual customer service room configuration unit that configures a virtual customer service room that enables customer service between the operator terminal of the operator who has selected customer service among the standby operator terminals and the selected store terminal; A management device comprising:

6. A computer program that manages connections between a plurality of store terminals arranged in a store and a plurality of operator terminals operated by operators who serve customers who visit the store, The program causes a computer to: a virtual waiting room configuration means for connecting the plurality of store terminals and the plurality of operator terminals and configuring a virtual waiting room in which the plurality of operator terminals are made to wait in a state in which customer service via the store terminals is selectable; a virtual customer service room configuration means for configuring a virtual customer service room between the operator terminal of the operator who has selected to serve a customer among the operator terminals on standby and the selected store terminal; A program that functions as a

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