Information processing device and program

Abstract

To support staff in providing customer service that meets customer needs, regardless of their individual customer service skills. [Solution] The information processing device of this embodiment comprises an output means, a first receiving means, a registration means, a second receiving means, and a identification means. The output means outputs a display screen to a display device that includes an operator for registering customer service memos related to customer service. The first receiving means receives input for the start of registration of customer service memos via the operator. The registration means receives input from the operator and registers the input as a customer service memo in a storage device accessible by the device itself and other information processing devices connected to the device, in association with customer identification information that identifies the customer being served. The second receiving means receives input of customer identification information for identifying a customer. The identification means identifies a customer service memo from among the customer service memos registered in the storage device that corresponds to the customer identified by the received customer identification information. The output means also outputs the identified customer service memo to the display device.

Description

Technical Field

[0001] Embodiments of the present invention relate to an information processing apparatus and a program.

Background Art

[0002] Conventionally, store employees such as those in specialty retail stores (hereinafter also referred to as store clerks) are required to respond to various customer fashion styles, lifestyles, etc. For this reason, store clerks are required to have customer service skills for making proposals suitable for each customer's needs.

[0003] Under such circumstances, it may be difficult to make appropriate proposals considering the customer's fashion style, lifestyle, etc. unless the store clerk has specific customer service skills. However, in specialty retail stores, etc., there are many situations where various tasks must be performed with limited staff. For this reason, even in situations where specific customer service skills are required, the store clerk with such customer service skills may not be able to handle customer service.

Summary of the Invention

Problems to be Solved by the Invention

[0004] The problem to be solved by the present invention is to assist in providing customer service corresponding to the needs of customers regardless of the customer service skills of the store clerk.

Means for Solving the Problems

[0005] The information processing device of this embodiment comprises an output means, a first receiving means, a registration means, a second receiving means, and a identification means. The output means outputs a display screen to a display device that includes an operator for registering customer service memos related to customer service. The first receiving means receives input for a start operation to begin registering customer service memos via the operator. When the start operation input is received, the registration means receives input from the operator and registers the input as a customer service memo in a storage device accessible by the device itself and other information processing devices connected to the device, in association with customer identification information that identifies the customer being served. The second receiving means receives input of customer identification information to identify the customer. The identification means identifies a customer service memo from among the customer service memos registered in the storage device that corresponds to the customer identified by the received customer identification information. The output means also displays the identified customer service memo on the display device. [Brief explanation of the drawing]

[0006] [Figure 1] Figure 1 shows an example of the device configuration of a customer service support system according to the embodiment. [Figure 2] Figure 2 is a block diagram showing an example of the hardware configuration of a store clerk terminal according to this embodiment. [Figure 3] Figure 3 is a block diagram showing an example of the hardware configuration of the support server according to this embodiment. [Figure 4] Figure 4 is a block diagram showing an example of the functional configuration of a store clerk terminal according to the embodiment. [Figure 5] Figure 5 is a block diagram showing an example of the functional configuration of the support server according to the embodiment. [Figure 6] Figure 6 is a sequence diagram showing an example of the process performed by the customer service support system according to the embodiment. [Figure 7] Figure 7 illustrates an example of a customer search screen according to an embodiment. [Figure 8] Figure 8 is a diagram illustrating an example of a product search screen according to an embodiment. [Figure 9] Figure 9 illustrates another example of a product search screen according to this embodiment. [Figure 10] Figure 10 is a diagram illustrating an example of a product selection screen according to an embodiment. [Figure 11] Figure 11 is a diagram illustrating an example of a product information screen according to an embodiment. [Figure 12] Figure 12 is a diagram illustrating an example of a customer information screen according to an embodiment. [Figure 13] Figure 13 illustrates another example of a customer information screen according to this embodiment. [Figure 14] Figure 14 illustrates an example of a customer service memo registration screen according to the embodiment. [Modes for carrying out the invention]

[0007] Embodiments will be described with reference to the drawings. Figure 1 is a diagram showing an example of the device configuration of a customer service support system according to the embodiment. The customer service support system has a plurality of employee terminals 1, a support server 3, etc. The employee terminals 1 and the support server 3 are connected by a network 2.

[0008] The employee terminal 1 is a terminal device operated by an employee. For example, the employee terminal 1 is a portable terminal device such as a smartphone or tablet. Alternatively, the employee terminal 1 may be an information processing device such as a PC (Personal Computer). It is preferable that the employee terminal 1 is equipped with an imaging unit (camera, scanner, etc.) or configured to allow connection of an imaging unit, so that it can acquire product and customer information from code symbols.

[0009] Although Figure 1 shows three employee terminals 1, the number of employee terminals 1 is not limited to three. For example, the number of employee terminals 1 could be two or fewer, or four or more.

[0010] Support Server 3 is a server device that performs processing to support customer service operations performed by store staff. For example, Support Server 3 supports customer service operations by providing a website that displays customer service memos that record information about customer service for each customer. In this embodiment, the website provided by Support Server 3 functions as a web application that provides application programs.

[0011] In Figure 1, the support server 3 is located outside the store, but it may also be located inside the store. Furthermore, while Figure 1 shows one support server 3, there may be multiple support servers 3. Additionally, the support server 3 may be a virtual server (cloud server) operating in a cloud computing environment.

[0012] Next, we will explain the hardware configuration of each device included in the customer service support system.

[0013] Figure 2 is a block diagram showing an example of the hardware configuration of the employee terminal 1. The employee terminal 1 includes a CPU (Central Processing Unit) 11, ROM (Read Only Memory) 12, RAM (Random Access Memory) 13, a communication unit 14, a display unit 15, an operation unit 16, an audio output unit 17, an imaging unit 18, and a storage unit 19.

[0014] The CPU 11 comprehensively controls each part of the employee terminal 1. The ROM 12 stores various programs. The RAM 13 is a workspace for displaying programs and various data. The CPU 11, ROM 12, and RAM 13 are connected via a bus or the like, and constitute the control unit 10 of the computer configuration.

[0015] The communication unit 14 is a communication interface that connects the control unit 10 and the support server 3 so that they can communicate via the network 2.

[0016] The display unit 15 has a display device such as an LCD (Liquid Crystal Display). The display unit 15 is an example of a display device. Under the control of the CPU 51, the display unit 15 displays various types of information for the store clerks.

[0017] The operation unit 16 has an input device such as a touch panel provided over the surface of the display unit 15, a keyboard, or a pointing device. The operation unit 16 outputs the operation content input via the input device to the CPU 51.

[0018] The voice output unit 17 has a speaker and a buzzer. For example, under the control of the control unit 10, the voice output unit 17 outputs various voices related to customer service operations.

[0019] The imaging unit 18 is, for example, a type of digital camera. The imaging unit 18 includes an image sensor (imaging element) and the like, receives the light reflected by the object, and outputs image data.

[0020] Here, the control unit 10 (described later, refer to FIG. 4) performs a reading process to obtain information from the image data output by the imaging unit 18. The reading process is a process of extracting and decoding a code symbol from the image data output by the imaging unit 18. Through this reading process, the control unit 10 obtains various types of information indicated by code symbols such as barcodes and two-dimensional codes.

[0021] The storage unit 19 has a non-volatile storage medium such as an HDD, an SSD, or a flash memory. The storage unit 19 maintains the stored content even when the power is turned off. The storage unit 19 stores a browser 191 that can be executed by the CPU 11 and the like.

[0022] The browser 191 is configured to cause a computer to execute a process of accessing the support server 3 and displaying the web pages stored in the support server 3 on the display unit 15 of the store terminal 1. In the present embodiment, by the CPU 11 executing the browser 191, various functional units of the control unit 10 (described later, refer to FIG. 4) are realized by receiving the provision of a web application from the support server 3.

[0023] The memory unit 19 may also store application software other than the browser 191.

[0024] Figure 3 is a block diagram showing an example of the hardware configuration of support server 3.

[0025] The support server 3 includes a CPU 31, ROM 32, RAM 33, communication unit 34, and storage unit 39, etc.

[0026] The CPU 31, ROM 32, and RAM 33 (control unit 30) are the same as the CPU 11, ROM 12, and RAM 13 (control unit 10) described above, so a detailed explanation is omitted.

[0027] The communication unit 34 is a communication interface that connects the control unit 30 and the store clerk terminal 1 so that they can communicate via the network 2.

[0028] Like the storage unit 19, the storage unit 39 retains its contents even when the power is cut off. The storage unit 39 is an example of a storage device. The storage unit 39 may also be located on an external device accessible by the support server 3. For example, the storage unit 39 stores the web application 391 provided to the employee terminal 1.

[0029] The web application 391 is, for example, a Progressive Web Application (PWA). In this embodiment, the support server 3 provides the web application 391 to the employee terminal 1 and works in cooperation with the employee terminal 1 to realize various functional units of the control unit 30 (described later, see Figure 5).

[0030] Furthermore, for example, the memory unit 39 stores customer information 392 about the customer. The customer information 392 stores, for example, customer No., customer name (in kana), customer name (in kanji), telephone number, address, date of birth, email address, number of visits, cumulative purchase amount, last purchase date, and last purchase location for each customer.

[0031] Here, the Customer No. is information that identifies the customer. The Customer No. is an example of customer identification information. The Customer Name (Kana) is information that represents the customer's name in katakana. The Customer Name (Kanji) is information that represents the customer's name in kanji. The Telephone Number is information that represents the customer's telephone number. The Address is information that represents the customer's address. The Date of Birth is information that represents the customer's date of birth. The Email Address is information that represents the customer's email address.

[0032] The number of visits is information that represents the number of times a customer has visited a store. In this embodiment, the customer information 392 stores the number of visits for each store, for example, by associating it with a store ID that identifies the store.

[0033] The cumulative purchase amount is information that represents the total amount spent by a customer on products purchased at a store. Customer information 392 stores the cumulative purchase amount for each store, for example, by associating it with the store ID.

[0034] The last purchase date is information that represents the date and time when the customer most recently purchased an item at the store. Customer information 392 stores the last purchase date for each store, for example, by associating it with the store ID.

[0035] The last purchase location is information that indicates the store where the product was most recently purchased, in cases where multiple stores are operated by the same management company under the same store name. Specifically, customer information 392 stores the last purchase location for each group, such as by associating it with a group ID that identifies the group that operates multiple stores under the same store name.

[0036] Furthermore, in this embodiment, customer information 392 stores customer service notes related to the service provided by the store clerk to the customer, associated with the above information. The date and time on which the customer service note was created is associated with the customer service note.

[0037] Furthermore, customer service notes may include information indicating whether the customer in question purchased the product related to the note (for example, the product recommended by the employee) at the time the employee provided the service, as well as information identifying the product related to the note (for example, a product code).

[0038] Next, we will explain the functional configuration of the customer service support system. First, we will explain the functional configuration of the employee terminal 1. Figure 4 is a block diagram showing an example of the functional configuration of the employee terminal 1. The control unit 10 of the employee terminal 1 includes a communication control unit 101, a display control unit 102, a reception unit 103, and an input unit 104.

[0039] The communication control unit 101 controls communication with the support server 3. For example, the communication control unit 101 controls the communication unit 14 to send and receive various types of information with the support server 3.

[0040] The display control unit 102 controls the display of various information on the display unit 15. For example, the display control unit 102 controls the display screen data provided by the support server 3 via the browser 191 to be displayed on the display unit 15.

[0041] The reception unit 103 receives input of various information from the operator. For example, the reception unit 103 receives operation input from a store employee via the browser 191.

[0042] For example, the reception unit 103 receives customer identification information from the staff via the customer search screen 150 (described later, see Figure 7) and the operation unit 16. Also, for example, the reception unit 103 receives instructions from the staff to start registering customer service memos via the customer information screen 200 (described later, see Figures 12 and 13) and the operation unit 16. Furthermore, the reception unit 103 receives customer service memo input from the staff via the customer service memo registration screen 210 (described later, see Figure 14) and the operation unit 16.

[0043] The input unit 104 inputs various types of information to the support server 3. For example, the input unit 104 works in cooperation with the communication control unit 101 to send customer identification information, instructions to start registering customer service memos, and the contents of customer service memos, which have been received by the reception unit 103, to the support server 3.

[0044] The specific operations of the communication control unit 101, display control unit 102, reception unit 103, and input unit 104 will be described later.

[0045] Next, the functional configuration of the support server 3 will be described. Figure 5 is a block diagram showing an example of the functional configuration of the support server 3. The control unit 30 of the support server 3 includes a communication control unit 301, a response unit 302, a reception unit 303, a specification unit 304, and a registration unit 305.

[0046] The communication control unit 301 controls communication with the employee terminal 1. For example, the communication control unit 301 controls the communication unit 34 to send and receive various types of information with the employee terminal 1.

[0047] The response unit 302 responds to requests from the employee terminal 1. For example, when the communication control unit 301 receives a request from the employee terminal 1 in response to an operation input, the response unit 302 generates display screen data corresponding to the request based on various data stored in the storage unit 39. The response unit 302 works in cooperation with the communication control unit 301 and sends a control command to the employee terminal 1 as a response to the request to display the generated display screen data.

[0048] Alternatively, the response unit 302 may simply identify the display screen data corresponding to the request sent from the employee terminal 1 from among the various data stored in the storage unit 39, and send the identified display screen data to the employee terminal 1.

[0049] Here, the response unit 302 can be said to output various screens to the display unit 15 of the employee terminal 1, and is therefore an example of an output means.

[0050] The reception unit 303 accepts input of various types of information. For example, the reception unit 303 works in cooperation with the communication control unit 301 to receive customer identification information transmitted by the input unit 104 of the employee terminal 1, thereby accepting input of customer identification information. In this case, the reception unit 303 is an example of a second reception means.

[0051] Furthermore, for example, the reception unit 303 accepts the input of a customer service memo registration start instruction by receiving the instruction to start registering the customer service memo transmitted by the input unit 104 of the employee terminal 1. In this case, the reception unit 303 is an example of the first reception means. Furthermore, for example, the reception unit 303 accepts the input of a customer service memo by receiving the customer service memo transmitted by the input unit 104 of the employee terminal 1.

[0052] The identification unit 304 identifies the customer and the customer service memo corresponding to that customer based on the customer identification information. The identification unit 304 is an example of an identification means. For example, the identification unit 304 refers to the customer information 392 in the storage unit 39 and identifies the customer No. corresponding to the customer identification information received by the reception unit 303. The identification unit 304 also identifies the customer service memo associated with that customer No.

[0053] The registration unit 305 registers customer service memos for each customer in the customer information 392 of the storage unit 39. The registration unit 305 is an example of a registration means. For example, when the reception unit 303 receives an instruction to register a customer service memo, the registration unit 305 registers the customer service memo in the customer information 392 based on the input content of the instruction to register the customer service memo.

[0054] The specific operations of the communication control unit 301, response unit 302, reception unit 303, identification unit 304, and registration unit 305 will be described later.

[0055] Next, we will explain the processes performed by the customer service support system using Figures 6 to 14. Figure 6 is a sequence diagram showing an example of the processes performed by the customer service support system.

[0056] First, the reception unit 103 of the control unit 10 of the employee terminal 1 receives an input of a request instruction for the HOME screen, which requests the support server 3 to send the HOME screen of the customer service support service provided as a web application by the customer service support system (step S101).

[0057] The HOME screen (not shown) is the screen displayed on the display unit 15 of the employee terminal 1 when the customer service support service is started. For example, the HOME screen displays notifications related to the customer service support service.

[0058] For example, the reception unit 103 receives a command to start a customer support service when a store employee touches an icon representing a customer support service displayed on the display unit 15. When the reception unit 103 receives a command to start a customer support service, the display control unit 102 works with the support server 3 to display the customer support service login screen (not shown).

[0059] The reception unit 103 receives login information from the store clerk via the login screen. When the reception unit 103 receives login information from the store clerk, the support server 3 executes the login process to the customer service support service based on the login information.

[0060] In this embodiment, when the reception unit 103 receives notification from the support server 3 that login has been successful, it considers that it has received input of a request instruction for the HOME screen of the customer service support service. When the reception unit 103 considers that it has received input of a request instruction for the HOME screen, the input unit 104 works in cooperation with the communication control unit 101 to send the received request instruction for the HOME screen to the support server 3.

[0061] Next, the reception unit 303 of the control unit 30 of the support server 3 receives a request for the HOME screen (step S301). For example, the reception unit 303 works in cooperation with the communication control unit 301 to receive a request for the HOME screen from the store clerk terminal 1.

[0062] Next, the response unit 302 sends the HOME screen to the employee terminal 1 (step S302). For example, the response unit 302 sends a control command to the employee terminal 1 to display the HOME screen corresponding to the login information mentioned above.

[0063] Next, the display control unit 102 of the control unit 10 of the employee terminal 1 displays the HOME screen (step S102). For example, the display control unit 102 displays the HOME screen on the display unit 15 in accordance with a control command to display the HOME screen sent from the support server 3.

[0064] Next, the reception unit 103 receives an input request for the customer search screen 150, which requests the support server 3 to send the customer search screen 150 (step S103).

[0065] For example, when a store employee touches the customer search icon 159 (see Figure 7, etc., described later) which is part of the menu bar 156 (see Figure 7, etc., described later) displayed on the HOME screen of the display unit 15, the reception unit 103 receives an input of a request instruction for the customer search screen 150, which requests the transmission of the customer search screen 150. The input unit 104 works in cooperation with the communication control unit 101 to send the received request instruction for the customer search screen 150 to the support server 3.

[0066] Next, the reception unit 303 of the control unit 30 of the support server 3 receives a request for the customer search screen 150 (step S303). For example, the reception unit 303 works in cooperation with the communication control unit 301 to receive a request for the customer search screen 150 from the employee terminal 1.

[0067] Next, the response unit 302 transmits the customer search screen 150 to the employee terminal 1 (step S304). For example, the response unit 302 transmits a control command to the employee terminal 1 to display the customer search screen 150 stored in the storage unit 39.

[0068] Next, the display control unit 102 of the control unit 10 of the employee terminal 1 displays the customer search screen 150 (step S104). For example, the display control unit 102 displays the customer search screen 150 on the display unit 15 in accordance with a control command to display the customer search screen 150 sent from the support server 3.

[0069] Here, Figure 7 illustrates an example of a customer search screen 150. The customer search screen 150 shown in Figure 7 is a GUI for searching for customers displayed on the display unit 15 of the employee terminal 1. In the example in Figure 7, the customer search screen 150 consists of a logout button 151, a customer identification information input field 152, a scan button 153, a selection box 154, a search button 155, and a menu bar 156.

[0070] The logout button 151 is an operator used to log out of the customer service support service. For example, when the reception unit 103 receives input to press the logout button 151, the support server 3 executes the logout process from the customer service support service. In this case, the display control unit 102 works in cooperation with the support server 3 to display the login screen on the display unit 15.

[0071] The customer identification information input field 152 is an input field for entering various customer identification information. In the example in Figure 7, customer identification information input fields 152 are displayed to accept input for customer number, customer name (katakana), customer name (kanji), customer telephone number, date of birth, and email address.

[0072] The scan button 153 is an operator used to switch to a scan screen (not shown) for reading code symbols.

[0073] For example, when the reception unit 103 receives input from pressing the scan button 153, the display control unit 102 works with the support server 3 to display a scan screen capable of capturing barcodes or 2D codes on the display unit 15. The support server 3 decodes the captured barcode or 2D code to obtain information such as the customer number.

[0074] This allows store employees to scan the barcode printed on the customer's membership card using the scanning screen to obtain the customer's customer number, and then use that customer number to search for the customer, etc.

[0075] Selection box 154 is a box for selecting the type of customer identification information to be entered. Figure 7 shows an example where the customer phone number is selected. In this example, the reception unit 103 receives the customer phone number from the store clerk.

[0076] The search button 155 is an operator used to search for a customer using the information entered in the customer identification information input field 152 as customer identification information. When the reception unit 103 receives input indicating that the search button 155 has been pressed, the support server 3 executes a search process using the information entered in the customer identification information input field 152 as customer identification information.

[0077] The menu bar 156 permanently displays controls for navigating to screens for frequently performed operations. For example, the menu bar 156 is always displayed at the bottom of the display unit 15 while the employee is logged into the customer service support service.

[0078] In the example shown in Figure 7, the menu bar 156 consists of a HOME icon 157, a product search icon 158, a customer search icon 159, and a menu icon 160.

[0079] The HOME icon 157 is the control used to display the HOME screen. The HOME icon 157 also contains information indicating the number of unread notifications. In the example in Figure 7, it shows that there are 22 unread notifications.

[0080] The product search icon 158 is an operator used to display the product search screen 170 (described later, see Figure 8). The customer search icon 159 is an operator used to display the customer search screen 150. The menu icon 160 is an operator used to display a list of operations that can be performed in the customer service support service.

[0081] Here, Figure 8 illustrates an example of the product search screen 170. The product search screen 170 shown in Figure 8 is a GUI for searching for products.

[0082] In this embodiment, as described above, the product search icon 158 is always displayed, allowing store staff to search for products at any time. For example, store staff can search for products related to the contents of customer service notes while reviewing the contents of those notes.

[0083] In the example shown in Figure 8, the product search screen 170 consists of a logout button 151, a product number input field 171, a search button 172, a keyword input field 173, a search button 174, a scan button 175, a classification selection button 176, a category selection button 177, and a menu bar 156. The logout button 151 and the menu bar 156 are the same as in Figure 6, so their explanation is omitted.

[0084] The product number input field 171 is for searching for products by product number. The search button 172 is an operator that performs a search using the information entered in the product number input field 171. The keyword input field 173 is for searching for products by keyword. The search button 174 is an operator that performs a search using the information entered in the keyword input field 173.

[0085] The scan button 175 is an operator similar to the scan button 153. For example, by pressing the scan button 175, a store employee can scan the barcode or 2D code attached to a product on the displayed scan screen to obtain the product's product number, etc., and then use that product number, etc., to search for the product.

[0086] The classification selection button 176 is an operator that accepts the selection of a classification. For example, the reception unit 103 receives instructions from a store employee to select a product classification such as brand or category based on their input using the classification selection button 176.

[0087] The category selection button 177 is an operator that accepts the selection of a product category. For example, the reception unit 103 receives instructions from a store employee to select a product category such as tops or outerwear based on their input using the category selection button 177.

[0088] Here, Figure 9 illustrates another example of the product search screen 170. Figure 9 is an example of the screen when "Tops" is selected using the category selection button 177 in Figure 8.

[0089] As shown in Figure 9, once a product category is selected, further subdivided product category options are displayed on the product search screen 170. In the example in Figure 9, the product category "Tops" has two further subdivided product categories: "All Tops" and "Tops".

[0090] If a further subdivided product category is selected at the reception unit 103, the display control unit 102 works in cooperation with the support server 3 to display a product selection screen 180 (see Figure 10, described later) for selecting the product corresponding to that selection.

[0091] Here, Figure 10 illustrates an example of a product selection screen 180. The product selection screen 180 shown in Figure 10 is a screen where the user selects any product from a list of products. In the example in Figure 10, the product selection screen 180 consists of a logout button 151, a back button 181, a product list 182, a selection frame 183, and a menu bar 156. The logout button 151 and the menu bar 156 are the same as in Figure 6, so their explanation is omitted.

[0092] The back button 181 is an operator used to return to the previous screen. In the example in Figure 10, when the reception unit 103 receives input to press the back button 181, the display control unit 102 works in cooperation with the support server 3 to display the product search screen 170.

[0093] Product List 182 is a list of products for which product information is to be displayed. In the example in Figure 10, the list of products corresponding to "All Tops" is displayed when the product category is selected in the order of "Tops" → "All Tops" using the category selection button 177 in Figure 9. In addition, each product displayed in Product List 182 has its name and price displayed.

[0094] Selection box 183 is a box for selecting one product from the product list 182 to display product information. In the example in Figure 9, product C is selected in selection box 183. When the reception unit 103 receives input to confirm the selection (for example, pressing a display button not shown), the display control unit 102 works with the support server 3 to display the product information screen 190 (described later, see Figure 11) to display product information about the selected product.

[0095] Here, Figure 11 is a diagram illustrating an example of the product information screen 190. The product information screen 190 shown in Figure 11 is a screen that displays the product information of the product selected on the product selection screen 180.

[0096] In the example shown in Figure 11, the product information screen 190 consists of a logout button 151, a back button 181, a product image 192, a switch button 193, and a menu bar 156. The logout button 151, the back button 181, and the menu bar 156 are the same as those in Figures 6 and 10, so their explanation is omitted.

[0097] Product Image 192 is a display field for showing the product image. For example, a photograph of the product will be displayed in Product Image 192. Switch Button 193 is an operator for switching between product images. Switch Button 193 is displayed when there are multiple product images for the selected product.

[0098] For example, when the reception unit 103 receives input from pressing the toggle button 193, the display control unit 102 works in cooperation with the support server 3 to display a photograph of the product taken from a different angle than the photograph of the product currently being displayed.

[0099] Returning to Figure 6, let's continue the explanation. After the customer search screen 150 is displayed in step S104, the reception unit 103 inputs customer identification information to the support server 3 (step S105).

[0100] For example, the reception unit 103 receives at least one of the following customer identification information from the store clerk via the customer search screen 150 described above: customer number, customer name (katakana), customer name (kanji), customer telephone number, date of birth, and email address. The input unit 104 then works in cooperation with the communication control unit 101 to transmit the customer identification information received by the reception unit 103 to the support server 3.

[0101] Next, the reception unit 303 of the control unit 30 of the support server 3 accepts the input of customer identification information (step S305). For example, the reception unit 303 works in cooperation with the communication control unit 301 to accept the input of customer identification information when it receives customer identification information from the store clerk terminal 1.

[0102] Next, the identification unit 304 identifies the customer and the customer service memo corresponding to that customer based on the customer identification information (step S306). For example, the identification unit 304 refers to the customer information 392 in the storage unit 39 and identifies the customer No. corresponding to the customer identification information received in step S305. The identification unit 304 also identifies the customer service memo associated with the identified customer No.

[0103] Next, the response unit 302 transmits the customer information screen 200 to the employee terminal 1 (step S307). For example, the response unit 302 transmits a control command to the employee terminal 1 to display the customer information screen 200, which displays the customer identified in step S306 and the customer service memo corresponding to that customer.

[0104] If the identification unit 304 cannot uniquely identify a customer in step S306, the response unit 302 may send a control command to display a screen prompting the user to enter information that can uniquely identify the customer, such as customer number, customer telephone number, or email address. Alternatively, in this case, the response unit 302 may send a control command to display a screen prompting the user to select one customer from the list of customers corresponding to the entered customer identification information.

[0105] Next, the display control unit 102 of the control unit 10 of the employee terminal 1 displays the customer information screen 200 (step S106). For example, the display control unit 102 displays the customer information screen 200 on the display unit 15 in accordance with a control command to display the customer information screen 200 sent from the support server 3.

[0106] Here, Figure 12 illustrates an example of a customer information screen 200. The customer information screen 200 shown in Figure 12 is a screen that displays at least one of the following: customer information, customer purchase history, and customer service notes. In the example in Figure 12, only customer information is displayed.

[0107] In the example shown in Figure 12, the customer information screen 200 consists of a logout button 151, a back button 181, a customer information display area 201, a select button 202, and a menu bar 156. The logout button 151, the back button 181, and the menu bar 156 are the same as those in Figures 7 and 10, so their explanation is omitted.

[0108] The selection button 202 is an operator for selecting the display item. In the example in Figure 12, the selection button 202 is an operator for selecting which of the following to display: customer information, purchase history, and customer service memo. Note that the selection button 202 may be provided only for the purchase history, and for customer information and customer service memos, the content of the customer information or customer service memo may be displayed in a way that makes it visible without selecting the selection button 202.

[0109] The customer information display field 201 is a display field for displaying customer information. In the example in Figure 12, the customer information display field 201 displays customer No., customer name (katakana), customer name (kanji), customer telephone number, address, date of birth, email address, number of visits, total purchase amount, last purchase date, and last purchase location.

[0110] Here, Figure 13 illustrates another example of the customer information screen 200. Figure 13 shows an example where the customer service memo is displayed instead of the customer information using the selection button 202 on the customer information screen 200 of Figure 12.

[0111] In the example shown in Figure 13, the customer information screen 200 consists of a logout button 151, a back button 181, a select button 202, a customer service memo display area 203, a memo change button 204, a memo add button 205, and a menu bar 156. The logout button 151, back button 181, select button 202, and menu bar 156 are the same as those in Figures 7, 10, and 12, so their explanation is omitted.

[0112] The customer service memo display area 203 is a display area for displaying customer service memos. In the example in Figure 13, the customer service memo display area 203 displays the customer service memo, along with the date and time it was created or modified. The customer service memos are also displayed chronologically.

[0113] The customer service memo display field 203 may also display only the creation date and time of the customer service memo in chronological order. In this case, the display control unit 102 may cooperate with the support server 3 to display the content of the customer service memo corresponding to the date and time when an instruction to select a date and time is received from the reception unit 103.

[0114] The memo change button 204 is an operator that receives instructions to start modifying an existing customer service memo. The memo change button 204 is displayed for each customer service memo. For example, when the reception unit 103 receives input to press the memo change button 204, the display control unit 102 works with the support server 3 to display a modification screen (not shown) for modifying the content of the corresponding existing customer service memo. This allows the employee to modify the content of a previously created customer service memo.

[0115] The memo addition button 205 is an operator that receives an instruction to start registering a new customer service memo. In the example in Figure 14, when the reception unit 103 receives an input that the registration button 213 has been pressed, the input unit 104 works in cooperation with the communication control unit 101 to input an instruction to the support server 3 to start registering the customer service memo.

[0116] Returning to Figure 6, let's continue the explanation. After the customer information screen 200 is displayed in step S106, the reception unit 103 inputs a customer service memo registration start command to the support server 3 to begin registering the customer service memo (step S107).

[0117] For example, the reception unit 103 receives input from the store clerk pressing the memo add button 205 via the customer information screen 200 described above. The input unit 104 then works in cooperation with the communication control unit 101 to send a customer service memo registration start instruction to the support server 3 when the reception unit 103 receives input from pressing the memo add button 205.

[0118] Next, the reception unit 303 of the control unit 30 of the support server 3 receives the input of the instruction to start registering customer service memos (step S308). For example, the reception unit 303 works in cooperation with the communication control unit 301 to receive the input of the instruction to start registering customer service memos when it receives the instruction from the employee terminal 1.

[0119] Next, the response unit 302 sends the customer service memo registration screen 210 to the employee terminal 1 (step S309). For example, the response unit 302 sends a control command to the employee terminal 1 to display the customer service memo registration screen 210 for registering the customer identified in step S306 and a new customer service memo corresponding to that customer.

[0120] Next, the display control unit 102 of the control unit 10 of the employee terminal 1 displays the customer service memo registration screen 210 (step S108). For example, the display control unit 102 displays the customer service memo registration screen 210 on the display unit 15 in accordance with a control command to display the customer service memo registration screen 210 sent from the support server 3.

[0121] Here, Figure 14 illustrates an example of the customer service memo registration screen 210. The customer service memo registration screen 210 shown in Figure 14 is a screen for registering a new customer service memo.

[0122] In the example shown in Figure 14, the customer service memo registration screen 210 consists of a logout button 151, a back button 181, a customer information display field 211, a customer service memo input field 212, a registration button 213, and a menu bar 156. The logout button 151, the back button 181, and the menu bar 156 are the same as those in Figures 7, 10, 12, and 13, so their explanation is omitted.

[0123] The customer information display field 211 is a display field that displays customer information for a customer related to a new customer service memo. In the example in Figure 14, the customer information display field 211 displays the customer number and customer name (in Kanji). The customer service memo input field 212 is an input field for entering customer service memos. In the example in Figure 14, the customer service memo input field 212 is displayed to accept input for the input date and the content of the customer service memo.

[0124] The registration button 213 is an operator used to instruct the registration of customer service memos. In the example shown in Figure 14, when the registration button 213 is pressed and the input is received at the reception unit 103, the input unit 104 works in cooperation with the communication control unit 101 to instruct the support server 3 to register the contents of the customer service memo input field 212.

[0125] In Figure 14, an example was shown in which the control unit 10 of the employee terminal 1 receives text input from the employee via the customer service memo input field 212, thereby receiving input for the input date and the content of the customer service memo. However, the input from the employee is not limited to text. For example, the control unit 10 of the employee terminal 1 may receive input for the input date and the content of the customer service memo from the employee via voice using a voice input device such as a microphone and known voice recognition technology.

[0126] Returning to Figure 6, let's continue the explanation. After the customer service memo registration screen 210 is displayed in step S108, the reception unit 103 inputs the contents of the customer service memo to the support server 3 (step S109).

[0127] For example, the reception unit 103 receives input from a store employee pressing the registration button 213 via the customer service memo registration screen 210 described above. The input unit 104 then works in cooperation with the communication control unit 101 to send the contents of the customer service memo entered in the customer service memo input field 212 to the support server 3 when the reception unit 103 receives input from pressing the registration button 213. Here, the contents of the customer service memo are associated with the customer number displayed in the customer information display field 211.

[0128] Next, the reception unit 303 of the control unit 30 of the support server 3 receives input of the customer service memo content (step S310). For example, the reception unit 303 works in cooperation with the communication control unit 301 to receive input of the customer service memo content when it receives the content of the customer service memo from the employee terminal 1.

[0129] Next, the registration unit 305 registers the customer service memo (step S311). For example, the registration unit 305 associates the customer No., which is associated with the contents of the customer service memo received in step S310, with the contents of the customer service memo and registers it in the customer information 392 of the storage unit 39.

[0130] Furthermore, if the control unit 10 of the employee terminal 1 accepts input of the input date and the contents of the customer service memo by voice, the registration unit 305 may associate the contents of the customer service memo received by voice with the customer number and register them in the customer information 392 of the storage unit 39.

[0131] Next, the response unit 302 sends a screen (not shown) indicating the completion of the customer service memo registration to the employee terminal 1 (step S312). For example, the response unit 302 sends a control command to the employee terminal 1 to display a message indicating that a new customer service memo corresponding to the customer identified in step S306 has been registered. This message may include the content of the customer service memo.

[0132] Next, the display control unit 102 of the control unit 10 of the employee terminal 1 displays the customer service memo registration completion screen (step S110), and terminates this process. For example, the display control unit 102 displays the customer service memo registration completion screen on the display unit 15 in accordance with a control command to display the customer service memo registration completion screen sent from the support server 3.

[0133] As described above, the customer service support system according to the embodiment outputs a customer information screen 200 including a memo add button 205 for registering customer service memos to a display device, accepts input for a start operation to begin registering customer service memos via the memo add button 205, accepts input from the store clerk when the start operation is accepted, registers the input as a customer service memo associated with the customer number, accepts input of customer identification information to identify the customer, identifies the customer service memo corresponding to the customer identified by the accepted information, and outputs the identified customer service memo to the display unit 15 of the store clerk terminal 1.

[0134] This allows, for example, store employees to easily add customer service notes via the customer information screen 200. Furthermore, since customer service notes are registered in association with customer numbers, it is possible to identify and display customer service notes related to a specific customer number. Therefore, even employees other than the one who registered the notes can view them. For example, by registering customer information known only to the employee who registered the note (e.g., the customer's preferred colors, shapes, materials, etc.) in the customer service notes, even if an employee unfamiliar with the customer has to provide service, they can utilize the information registered in the customer service notes to provide service appropriate to the customer's needs. In short, the customer service support system according to this embodiment can assist in providing customer service appropriate to customer needs, regardless of the employee's customer service skills.

[0135] The above-described embodiment can also be modified and implemented as appropriate by changing the configuration or some of the functions of each device in the customer service support system. Therefore, the following describes modified examples of the above-described embodiment as other embodiments. In the following, we will mainly describe the differences from the above-described embodiment, and will omit detailed explanations of points that are common with what has already been described. Furthermore, the modified examples described below may be implemented individually or in combination as appropriate.

[0136] (modified version) In the embodiment described above, a configuration was described in which the support server 3 provides customer service support services as a web application to the employee terminal 1. In this modification, a configuration is described in which a native application for receiving customer service support services is installed in the storage unit 19 of the employee terminal 1.

[0137] In this modified example, each function of the control unit 10 of the employee terminal 1 is realized by executing a native application stored in the memory unit 19.

[0138] In this modified example, the display control unit 102 works in cooperation with the support server 3 to generate various display screen data, such as the customer search screen 150, product search screen 170, product selection screen 180, product information screen 190, customer information screen 200, and customer service memo registration screen 210. The display control unit 102 also controls the display of the generated various display screen data on the display unit 15.

[0139] According to this modified version, the process of identifying and generating display screen data on the support server 3 becomes unnecessary, thus reducing the processing load on the support server 3.

[0140] The programs executed by each device in the above-described embodiments are provided pre-installed in ROM or the like. The programs executed by each device in the above-described embodiments may also be provided as files in an installable or executable format, recorded on a computer-readable recording medium such as a CD-ROM, flexible disk (FD), CD-R, or DVD (Digital Versatile Disk).

[0141] Furthermore, the programs executed by each of the above-described embodiments may be stored on a computer connected to a network such as the Internet and provided by being downloaded via the network. Alternatively, the programs executed by each of the above-described embodiments may be provided or distributed via a network such as the Internet.

[0142] While several embodiments of the present invention have been described, these embodiments are presented as examples only and are not intended to limit the scope of the invention. These novel embodiments can be carried out in a variety of other forms, and various omissions, substitutions, modifications, and combinations are possible without departing from the spirit of the invention. These embodiments and their variations are included in the scope and spirit of the invention, as well as in the claims of the invention and its equivalents. [Explanation of Symbols]

[0143] 1. Staff terminal 10 Control Unit 101 Communication Control Unit 102 Display Control Unit 103 Reception Department 104 Input section 11 CPU 12 ROM 13 RAM 14 Communications Department 15 Display section 16 Control section 17 Audio output section 18 Imaging Unit 19 Memory section 191 Browsers 2 Network 3. Support Server 30 Control Unit 301 Communication Control Unit 302 Response Unit Room 303 Reception 304 Specific part 305 Registration Department 31 CPU 32 ROM 33 RAM 34 Communications Department 39 Memory section 391 Web applications 392 Customer information [Prior art documents] [Patent Documents]

[0144] [Patent Document 1] Japanese Patent Publication No. 2021-140238

Claims

1. An output means that outputs a display screen containing controls for registering customer service memos related to customer service to a display device, A first receiving means that receives input for a start operation to begin registering the customer service memo via the aforementioned operator, When the aforementioned start operation input is received, the registration means receives input from the operator and registers the input as a customer service memo in a storage device accessible by the device itself and other information processing devices connected to the device, in association with customer identification information that identifies the customer being served. A second reception means for receiving customer identification information to identify the customer, A means for identifying the customer service memo corresponding to the customer identified by the customer identification information received, from among the customer service memos registered in the storage device, Equipped with, The output means outputs the identified customer service memo to the display device. Information processing device.

2. The aforementioned customer service memo includes information identifying the product that was recommended to the customer, and information indicating whether the customer purchased that product. The information processing apparatus according to claim 1.

3. The registration means receives the date and time of registration of the customer service memo from the operator, and registers the customer service memo in association with the entered date and time of registration. The output means outputs a plurality of customer service memos to the display device in chronological order. The information processing apparatus according to claim 1.

4. The output means outputs to the display device a display screen that includes operators for modifying the content of each of the customer service memos, corresponding to each of the multiple customer service memos displayed in chronological order. The information processing apparatus according to claim 3.

5. The output means outputs the display screen to the display device, which includes customer information relating to the customer identified by the received customer identification information, the identified customer service memo, and an operator for searching for products. The information processing apparatus according to any one of claims 1 to 4.

6. Computers, An output means that outputs a display screen containing controls for registering customer service memos related to customer service to a display device, A first receiving means that receives a start operation to start registering the customer service memo via the aforementioned operator, When the aforementioned start operation input is received, the device receives input from the operator and registers the input as a customer service memo in a storage device accessible by the device, in association with customer identification information that identifies the customer being served. A second reception means for receiving customer identification information to identify the customer, A means for identifying the customer service memo corresponding to the customer identified by the customer identification information received, from among the customer service memos registered in the storage device, It is a program that makes it function as such. The output means outputs the identified customer service memo to the display device. program.

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