Information processing systems, information processing methods, and programs

Abstract

To provide an information processing system, information processing method, and program to support the collection of customer data. [Solution] An information processing system for supporting the collection of customer data in a user organization, comprising: a setting unit that receives settings for a pop-up window for the user organization to collect information from customers and generates setting information; an input data registration unit that records response information entered by customers in the pop-up window in chronological order, associating it with the customer who performed the input operation; and a history data output unit that outputs response information for each customer to the history display area of ​​the pop-up window.

Description

Technical Field

[0001] The present disclosure relates to an information processing system, an information processing method, and a program for collecting customer data.

Background Art

[0002] Conventionally, as a technique for a company to collect information from customers, a mechanism for electronically distributing questionnaires and aggregating responses has been widely used. For example, Patent Document 1 discloses a questionnaire system that distributes questionnaire requests to respondents. In this system, the respondents are divided into multiple groups, and efforts are made in the distribution management of the questionnaire requests, such as shifting the distribution time of the questionnaire for each group or stopping the distribution of the response request when a certain number of responses are obtained.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] In conventional questionnaire systems, many customers do not respond even when requested to answer, and there is a need for measures to increase the willingness of customers to answer. In addition, in conventional questionnaire systems, responses from customers are often collected anonymously and individually, and may be insufficient as a means for grasping customer insights such as the deep psychology and essential desires of customers. Therefore, a mechanism is required to effectively collect Voice of Customer (VoC) data from customers.

[0005] An object of an exemplary embodiment of the present disclosure is to provide an information processing system, an information processing method, and a program for assisting in the collection of customer data.

Means for Solving the Problems

[0006] An information processing system relating to one aspect of this disclosure is an information processing system for supporting the collection of customer data in a user organization, A settings unit that receives settings related to a pop-up window for the user organization to collect information from customers and generates setting information, An input data registration unit records the response information entered by the customer in the pop-up window displayed based on the aforementioned setting information, in chronological order, in association with the customer who performed the input operation. The system includes a history data output unit that outputs the aforementioned response information for each customer to the history display area of ​​the pop-up window.

[0007] According to the information processing system described above, by adding a "My Page" function to the pop-up window used to receive customer responses, which allows customers to view their response history, customers can review their own response information and realize the accumulation of their experiences and opinions reflected in that information. This is expected to increase their motivation to continue participating in activities through the system's pop-up window. Furthermore, user organizations will be able to systematically collect and store response information for each customer, which will help them acquire high-quality customer data.

[0008] Further details regarding the problems disclosed in this application and their solutions will be made clear in the section on embodiments and drawings of this disclosure. [Brief explanation of the drawing]

[0009] [Figure 1] Figure 1 is a diagram illustrating the configuration of an information processing system according to one embodiment of the present disclosure. [Figure 2] Figure 2 is a block diagram illustrating the hardware configuration of the management server shown in Figure 1. [Figure 3] Figure 3 is a block diagram illustrating the functions of the information processing system shown in Figure 1. [Figure 4] Figure 4 is a sequence diagram showing an example of information processing during the setup phase in the information processing system shown in Figure 1. [Figure 5] Figure 5 is a sequence diagram showing an example of information processing during the operation phase of a pop-up window. [Figure 6] Figure 6 is a schematic diagram illustrating an example of how a pop-up window unfolds. [Figure 7] Figure 7 is a schematic diagram showing an example of a pop-up window screen. [Figure 8] Figure 8 is a flowchart showing an example of information processing performed by the information processing system shown in Figure 1. [Modes for carrying out the invention]

[0010] An information processing system according to one embodiment of this disclosure will be described with reference to the drawings. In the attached drawings, identical or similar elements are given identical or similar reference numerals and names, and redundant descriptions of identical or similar elements may be omitted in the description of the embodiment. The contents shown in each drawing are merely examples for explaining this embodiment and are only schematic examples to facilitate explanation of this embodiment. The contents of each drawing may be modified or changed to the extent that no technical problems arise.

[0011] <System Overview> The information processing system according to this embodiment (hereinafter referred to as "this system") is a system that supports the collection of information from customers using a pop-up window that is retrofitted to an existing customer contact medium owned by a user organization. In this embodiment, "customer contact medium" means an electronic medium used by a user organization to provide customers with information about products and / or products. For example, customer contact mediums include websites, e-commerce sites (EC sites), mobile applications, or official messaging services (such as official LINE). In this embodiment, "product" means a general term for the goods and / or services provided by a user organization. This system makes it possible to acquire customer response information in various forms, such as experience records, product reviews, questionnaires, quizzes, and diagnoses, via a pop-up window embedded in such customer contact mediums.

[0012] In this embodiment, the "popup window" is a tool that presents customer interactions for a user organization to collect information from customers. The popup window is embedded in a customer contact medium owned by the user organization and is a window (screen area) that can be expanded in response to operations performed by a general user (a customer of the user organization) on the screen of the medium. The customer interactions provided in the popup window are set according to the user organization's objectives, and the popup window includes an input area for receiving responses from customers to the customer interactions set by the user organization. In this system, various forms of customer interactions can be presented in the popup window, such as questionnaires, brand experience records, product reviews, quizzes, and diagnoses. Furthermore, in this system, multiple popup windows may be installed on a single customer contact medium, or one type of popup window may be installed on multiple customer contact mediums.

[0013] In this embodiment, as shown in Figure 5, we illustrate a case where a B2C company providing products such as food implements this system on its member site. The member site is configured with a linkage code (embedded code information) generated by the system's management server 1. Based on this linkage code, the management server 1 outputs a pop-up window, which is displayed on the customer's terminal screen. Through this pop-up window, customers can record their product experiences, answer questionnaires or quizzes, and post product reviews. The system records each customer's response information, linking it to identification information issued in response to access to customer contact media or to account information on customer contact media. The history of this response information is then displayed in a viewable format within the pop-up window. This configuration encourages continued customer participation and enables the user organization to collect high-quality customer data. The details of this system will be described below.

[0014] <System Configuration> As shown in Figure 1, the information processing system of this embodiment may include, for example, a management server 1, one or more corporate terminals 2, a customer contact medium management system 3, and one or more customer terminals 4. Each of these devices is connected to each other so as to be able to communicate via a network NW. In this embodiment, the network NW is mainly assumed to be the Internet, but it may also be constructed using a public telephone network, a mobile phone network, a wireless communication network, Ethernet (registered trademark), etc. Furthermore, if necessary, external systems such as a billing system and a membership management system may be connected to the management server 1 and other components so as to be able to communicate via the network NW.

[0015] The management server 1 is an information processing device managed by an operator who provides services related to this system. The management server 1 may be constructed on-premises using a general-purpose computer such as a workstation or a personal computer, or may be logically configured by cloud computing. Some of the functions of the management server 1 described later may be implemented as functions realized by the processor of the customer contact medium management system 3 or the customer terminal 4, or may be distributed and implemented on an external server.

[0016] The enterprise terminal 2 is an information processing terminal of a user organization that uses the services of this system. The enterprise terminal 2 is used to set up a pop-up window or incorporate the pop-up window into the customer contact medium. The enterprise terminal 2 is assumed to be used by a system administrator or a marketing person in a user organization (such as a BtoC business operator), and may be a general-purpose computer such as a workstation or a personal computer, or may be a mobile terminal such as a smartphone or a tablet. In the description of this embodiment, when the term "user" is used, the "user" refers to a person in charge of the user organization who operates the enterprise terminal 2.

[0017] The customer contact medium management system 3 is a system that controls existing customer contact media utilized by a user organization, and includes a system infrastructure composed of a physical server configured by a general-purpose computer or an information processing device such as a cloud server. The management system 3 includes, for example, a Web server of a membership site, a base system of an EC site, a distribution server of a membership app, or a provision base of an official messaging service, etc. The management system 3 may be a system infrastructure operated by the user organization or a system infrastructure of an external service utilized by the user organization. In the present embodiment, the management server 1 cooperates with the customer contact medium management system 3 to enable a pop-up window to be deployed on the medium. In the present embodiment, the customer contact medium management system 3 is described as being independently operated from the management server 1, but is not limited to this case, and the management server 1 may function as an information processing device that controls the customer contact medium.

[0018] The customer terminal 4 is an information processing terminal used by a customer (general consumer) who purchases and / or uses a product provided by a user organization. The customer terminal 4 accesses customer contact media such as a membership site, an EC site, an official app, an official messaging service, etc., and is used to input response information or refer to past response histories through a pop-up window embedded therein. The customer terminal 4 is realized by any terminal such as a personal computer, a smartphone, a tablet, etc., and is connected to the management server 1 and the customer contact medium management system 3 via the network NW.

[0019] <Hardware Configuration> As shown in FIG. 2, the management server 1 includes a processor 10, a memory 11, a storage 12, a transceiver 13, an input / output unit 14, etc., and these are electrically connected to each other through a bus 17. Note that the configuration of the illustrated management server 1 is an example, and the management server 1 may have other configurations.

[0020] The processor 10 is a computing unit that controls the operation of the entire management server 1, controls the transmission and reception of data between each element, and performs information processing necessary for application execution and authentication processing. For example, the processor 10 is a CPU (Central Processing Unit) and / or a GPU (Graphics Processing Unit), and executes the program for this system stored in the storage 12 and loaded into the memory 11 to perform the information processing described later.

[0021] Memory 11 includes main memory composed of volatile storage devices such as DRAM (Dynamic Random Access Memory) and auxiliary memory composed of non-volatile storage devices such as flash memory or HDD (Hard Disk Drive). Memory 11 is used as a work area for the processor 10 and also stores the BIOS (Basic Input / Output System) executed when the management server 1 starts up, as well as various configuration information.

[0022] Storage 12 stores various programs, such as application programs, for executing the information processing shown in this embodiment. A database containing data used for each information processing may be built in storage 12. For example, the storage unit 120 described later may be provided in a part of the storage area of ​​memory 11 and / or storage 12.

[0023] The transmitting / receiving unit 13 is a communication interface for connecting the management server 1 to the network. The transmitting / receiving unit 13 may also be equipped with Bluetooth® and BLE (Bluetooth Low Energy) short-range communication interfaces.

[0024] The input / output unit 14 includes input devices such as keyboards and mice, and output devices such as speakers and displays. In the management server 1, the input devices and output devices may be mounted on the management server 1 as separate devices, or a touch panel display that combines the functions of both input and output devices may be mounted on the management server 1.

[0025] Bus 17 is connected in common to all of the above elements and transmits, for example, address signals, data signals, and various control signals.

[0026] Furthermore, the hardware configuration of other devices such as the corporate terminal 2, the information processing device of the customer contact medium management system 3, and the customer terminal 4 is the same as that of the management server 1. The corporate terminal 2, the information processing device of the management system 3, and the customer terminal 4 all consist of a processor, memory, storage, transceiver unit, input / output unit, etc., and these are electrically connected to each other via a bus. These components are the same as those of the management server 1's processor 10, memory 11, storage 12, transceiver unit 13, input / output unit 14, and bus 17, and therefore their explanation is omitted.

[0027] <Functions (Software Configuration) of Information Processing Systems> Figure 3 is a block diagram illustrating the functions implemented in this system. The management server 1 may include a setting unit 100, a display control unit 101, an input data registration unit 102, a history data output unit 103, a gamification provision unit 104, an analysis unit 105, and a recommendation information provision unit 106. The various functional units of the management server 1 are realized by the processor 10 reading data and programs stored in the storage 12 and executing various programs in the working area of ​​the memory 11. The storage unit 120 of the management server 1 may also include an enterprise information storage unit 121, a setting information storage unit 122, and a response information storage unit 123. Each of these storage units stores data necessary for various information processing in this system and is configured to be accessible from each functional unit executed by the processor 10.

[0028] The enterprise information storage unit 121 stores information about the user organization. For example, the enterprise information storage unit 121 may store master information about products provided by the user organization (product name, service name, price, specifications, etc.), brand information, and sales channel information (information about physical stores, information about e-commerce sites, etc.), associated with identification information (enterprise ID) to uniquely identify the user organization.

[0029] Furthermore, the enterprise information storage unit 121 stores information about customer contact media used by the user organization (name of the media, information indicating the access destination to the media (application ID, channel ID, Web API endpoint information, site URL, etc.)). Note that the user organization may use multiple customer contact media, in which case the enterprise information storage unit 121 stores information about each media. In addition to the above, the enterprise information storage unit 121 may also store information about members belonging to the user organization, account information for each member, permission information, etc., or information about the contract between the user organization and the operator providing this system (for example, information identifying the system usage plan). The data configuration of the enterprise information storage unit 121 is not particularly limited.

[0030] The configuration information storage unit 122 stores information indicating the settings of the pop-up window (hereinafter referred to as "configuration information"). The pop-up window configuration information is generated by the configuration unit 100, described later, and stored in the configuration information storage unit 122. The data structure of the configuration information is determined appropriately according to the purpose and form of use of the pop-up window, and is not particularly limited. The configuration information includes information that defines the basic configuration, such as the name (title) of the pop-up window, identification information, the customer contact medium to which it applies, a screen template, and attributes of customer interactions provided in the pop-up window (questionnaires, experience records, reviews, quizzes, diagnoses, etc.).

[0031] Furthermore, the configuration information includes information indicating page detail settings that define the content of the popup window. Examples of page detail settings include, but are not limited to, settings that define the arrangement of components within the window, settings that define input items (e.g., questions for the customer, input fields for answers, answer options, input format, etc.), settings related to the history display area within the window (e.g., data items for the response history, output format (e.g., dashboard format, list format, calendar format, diary format, collection encyclopedia format, etc.)), rules related to the transition of display within the window (e.g., rules for branching to the next question or diagnostic result depending on the answer choice the customer makes), settings that define the recommendation information to be output within the window (e.g., product introduction information, event introduction information, articles, links to transition to this information, etc.), and rules for selecting recommendation information (e.g., rules that define the correspondence between answer options and recommendation information, such as recommending article X for option A and article Y for option B).

[0032] Furthermore, the configuration information may include information indicating the display conditions for the pop-up window. Display conditions are rules or constraints for displaying the pop-up window. For example, display conditions may be set that define the period during which the pop-up window can be displayed (hereinafter referred to as the displayable period), the action that triggers the pop-up window to become expandable, etc. In addition, the configuration information storage unit 122 may store embedded code information indicating a code for linking the management server 1 and the customer contact medium. The data format of this linkage code is determined according to the applicable customer contact medium and is not particularly limited.

[0033] In addition to the above-mentioned setting information, the setting information storage unit 122 stores various settings that define conditions and parameters for information processing performed by this system. For example, the setting information storage unit 122 may also store rules for aggregating or analyzing customer response information acquired using a pop-up window. The response information aggregation rules define the aggregation unit, aggregation items, aggregation method, and output format of the aggregation results. In this system, response information may be aggregated on a per-customer basis, or response information from multiple customers may be integrated and the response data may be aggregated in predetermined aggregation units such as per product, per sales channel, per region, or per period.

[0034] The response information storage unit 123 stores customer response information obtained via the pop-up window. "Response information" refers to customer input data for input items set in the pop-up window. For example, response information may include answers to questionnaires entered by the customer, experience records, product or service reviews, answers to quizzes, and answers to diagnostic questions. The data format of the response information is not particularly limited and may include text data, numerical values, images, and selection results for multiple-choice questions. If image data such as product images or receipt images are entered as customer response information, purchase information extracted by analysis of the image data (product identifier, purchase quantity, price, purchase date and time, store and other channel information) may also be recorded as response information.

[0035] In the response information storage unit 123, the above-mentioned response information is registered in chronological order in association with customer identification information. Customer identification information is information used to uniquely identify a customer. For example, if a customer's account is registered on the customer contact medium, this account information may also be used as customer identification information in this system. Alternatively, for customers for whom such an account is not registered, when the customer accesses the customer contact medium using the customer terminal 4, the management server 1 of this system may issue pop-up window-specific identification information (hereinafter referred to as "dedicated identification information"), and record this dedicated identification information in a predetermined storage on the customer's side (local storage of the browser used by the customer, storage of the customer terminal 4, within the customer's application, etc.). Then, this dedicated identification information may be used as customer identification information to record response information and read response information history data. In addition to customer identification information, the response information may be associated with one or more of the following data: pop-up window identification information, identification information that identifies the customer contact medium accessed when the pop-up window was deployed, event identification information, and timestamp (date and time of data recording).

[0036] As described above, the response information storage unit 123 stores a history of response information for each customer. The history of response information may include the aggregated results of the response information stored for each customer, and / or the results of the analysis of the response information.

[0037] The configuration unit 100 performs processing related to the configuration of the popup window. Figure 4 is a sequence diagram showing an example of information processing related to the configuration of the popup window. In the configuration stage, a step is performed to build a cooperation environment between the management server 1 and the customer contact medium. For example, the configuration unit 100 outputs embedded code information that indicates a code for coordinating the customer contact medium and the management server 1 (hereinafter referred to as the cooperation code) (step S1 in Figure 4).

[0038] The integration code included in the embedded code information is a program fragment for executing various information processing, such as sending and receiving data and controlling the display of the UI, between the customer contact medium and the management server 1. The format of the integration code is not particularly limited and is determined according to the attributes of the customer contact medium to which it is applied. For example, if the customer contact medium to which it is applied is a website such as an e-commerce site or a membership site, the integration code may be output in script format (such as a JavaScript snippet or an HTML tag for embedding) to be pasted onto the web page. Also, if the customer contact medium is a mobile application such as a membership app, the integration code may be output as an SDK (Software Development Kit) to be incorporated into the source code of the mobile application, and in this case, the embedded code information may include initialization code for initializing the SDK.

[0039] Furthermore, when issuing embedded code information, the setting unit 100 may receive a specification from the user (the person operating the corporate terminal 2) via the corporate terminal 2 regarding the customer contact medium to which the pop-up window should be applied, and output embedded code information in a format corresponding to the specified customer contact medium. The specification of the application target is not limited to selecting only one customer contact medium, but may also be specified to apply the same pop-up window to multiple media. In addition, the specification of the application target is not limited to specifically identifying the customer contact medium of the user organization, but may also be specified by specifying the attributes of the medium, such as whether the application target medium is a web-based medium, a mobile app-based medium, or an external system medium such as an official LINE account. If the customer contact medium information held by the user company is already registered in the corporate information storage unit 121, the setting unit 100 may display a list of multiple customer contact mediums managed by the user organization and allow the user to select the application target from the list.

[0040] The configuration unit 100 outputs the embedded code information described above to the corporate terminal 2, and the user performs the task of applying the received embedded code information to the customer contact medium (step S2 in Figure 4). The application of the embedded code information can be performed using a method appropriate to the attributes of the customer contact medium to which it is applied, and is not particularly limited. For example, if the medium is a website, the user accesses the management screen of the customer contact medium using the corporate terminal 2 and adds the embedded code information to the website script presented on the management screen by attaching it or the like. If the medium is a mobile application, the user adds integration code such as an SDK to the application's source code using the corporate terminal 2. In addition, initialization code is written to the source code as needed. As a result, when the application is launched on the customer terminal 4 after the application has been updated, the embedded SDK automatically performs the initialization process and a session is established between the management server 1 and the customer terminal 4.

[0041] The application of the embedded code information as described above establishes a collaborative environment between the management server 1 and the customer contact medium. Then, the management system 3 of the customer contact medium distributes a program based on the embedded code information to the customer terminal 4 that accesses the medium. By executing this program, the customer terminal 4 performs processes such as sending customer identification information (dedicated identification information or account information) to the management server 1, receiving and displaying UI data output from the management server 1, and sending user operation information on the medium and input data to the pop-up window to the management server 1.

[0042] The configuration unit 100 receives settings related to a pop-up window for the user organization to collect information from customers and generates configuration information indicating the content of those settings. The specific method of configuring the pop-up window is not necessarily limited. For example, in response to a request to start configuration work sent from the user organization's corporate terminal 2, the configuration unit 100 outputs a configuration GUI (Graphical User Interface) to the corporate terminal 2 (step S3 in Figure 4). The configuration GUI may be a no-code tool that provides an environment for designing pop-up windows without coding. In this case, the configuration unit 100 presents components such as screen templates, operation buttons that can be placed in the window, input fields, and icons to the corporate terminal 2 via the configuration GUI.

[0043] For example, the configuration unit 100 may present a selection of interaction formats, such as experience records, product reviews, questionnaires, quizzes, and diagnoses, on a configuration GUI, and allow the user (the person operating the corporate terminal 2) to select the type of interaction to apply to the popup window from among these options. Alternatively, the configuration unit 100 may accept the user organization's purpose for introducing the popup window in text format and suggest an appropriate type of interaction based on that input. For example, if the purpose entered is "We want to understand how our customers are using our products," the configuration unit 100 may suggest an experience record, and if the purpose entered is "We want to increase awareness of our company and our products," the configuration unit 100 may suggest a quiz. The configuration unit 100 may automatically present interaction formats according to the purpose based on predefined suggestion rules.

[0044] The configuration unit 100 may receive a specification from the user for the interaction format to be applied to the popup window, and then output a screen template corresponding to the specified format on the configuration GUI. Multiple screen template examples may be registered for a given interaction format, and the user may be allowed to select one of the multiple screen template examples to apply to the popup window. In addition, along with the output of the screen template, a list of components that can be placed within the screen template may also be presented. The configuration unit 100 receives user instructions for designing the popup window, such as defining input items or placing components, via the configuration GUI (step S4 in Figure 4), and generates the configuration information for the popup window defined by these instructions.

[0045] In designing a popup window, in addition to designing the screen layout and input fields within the window, various settings may be executed to control the behavior of the popup window.

[0046] For example, the settings unit 100 may accept settings to associate a pop-up window with an event conducted by the user organization. Here, "event" means a sales promotion measure, campaign, event, project, or similar initiative conducted by the user organization. In this system, the pop-up window may be associated with an event conducted by the user organization and used as a tool to collect customer feedback on the event. In such a use case, the settings unit 100 may accept settings from the user specifying the event to which the pop-up window should be associated, and generate setting information indicating the correspondence between the pop-up window and the event. As a result, customer response information obtained through the pop-up window will be recorded in association with the specified event.

[0047] Furthermore, the pop-up window may be permanently installed on the customer contact medium, or it may be installed on a spot basis only when a specific period or specific conditions are met. In the latter case of spot installation, display conditions are set for the pop-up window. For example, the setting unit 100 may accept the setting of display conditions that define the display period of the pop-up window or the action required to make the pop-up window expandable, and generate setting information including said display conditions. The display period can be set arbitrarily according to the user organization's wishes, and the period may be defined by dates on a calendar, or the display period may be defined by specific times, such as "display only between 5pm and 9pm every day." If the pop-up window is associated with an event implemented by the user organization, the display period of the pop-up window may be defined as the duration of the event.

[0048] The "action" specified in the display conditions refers to a customer operation or information processing performed on a customer touchpoint medium. For example, purchase-related operations such as purchasing on an e-commerce site or using a coupon may be specified as triggers (display conditions) for making the pop-up window expandable. "Making it expandable" means that the pop-up window may be displayed on the customer terminal 4 immediately after the execution of the action specified in the display conditions, or the expansion icon, which is the entrance to the pop-up window, may be displayed as a result of the execution of the action. The display conditions are not limited to being specified by the period and / or the action that acts as the trigger as described above. For example, display conditions may be specified to limit the target customers so that the pop-up window is displayed only to specific customers.

[0049] Furthermore, pop-up windows can be used not only as a tool to collect information from customers, but also as a tool for user organizations to provide information to customers. For example, questions to assess a customer's mood or preferences could be displayed in a pop-up window, and based on the customer's answers, information on recommended products or services could be displayed in the pop-up window.

[0050] In the case of providing recommended information in a pop-up window as described above, the setting unit 100 may receive settings that define the input items to be presented in the pop-up window, and settings for recommendation information to be associated with those input items, and generate setting information that shows the correspondence between the input items and the recommendation information. Examples of recommendation information include information content such as product introductions for the user organization, announcements of events such as campaigns, articles, and columns. In the setting of recommendation information, the content of the recommendation information presented in the pop-up window and the presentation rules may be specifically defined. The presentation rules may include conditions that branch the information presented based on the customer's response. For example, rules may be set to associate customer responses with recommendation information, such as presenting article X to customers who select option A in the survey, and presenting article Y to customers who select option B.

[0051] The setting unit 100 links the generated setting information to the pop-up window identification information and registers it in the setting information storage unit 122. The setting information may also include information indicating the customer contact medium to which it is applied.

[0052] The settings unit 100 may output a UI component for deploying the popup window to the customer contact medium in response to the registration operation of settings related to the popup window (step S5 in Figure 4). This UI component is a screen element that functions as an entry point when deploying the popup window. For example, a deployment icon 71 is displayed as a UI component on the member site screen 70 shown in Figure 6(a). The popup window is deployed in response to the customer's operation on the UI component presented on the customer contact medium. For example, a click operation on the deployment icon 71 displays the popup window 72 on the customer terminal 4 as shown in Figure 6(b). The popup window may be displayed overlaid on the screen of the customer contact medium, or it may be deployed on a dedicated web page after transitioning from the screen of the customer contact medium.

[0053] Furthermore, the configuration unit 100 may execute a process to issue dedicated identification information used to identify the customer. In this system, the pop-up window is incorporated into the existing customer contact medium from the outside by the management server 1. If the account information of the customer contact medium is available, the response information entered to the pop-up window can be recorded in association with that account information. On the other hand, if account information is not registered or if the customer contact medium is accessed without logging in, dedicated identification information is used. Specifically, when the customer terminal 4 accesses the customer contact medium (step S6 in Figure 4), the management server 1 (history data output unit 103, described later) checks whether account information or issued dedicated identification information exists. If account information or issued dedicated identification information cannot be obtained, the configuration unit 100 issues dedicated identification information to the accessing customer and has the customer record said dedicated identification information in a predetermined storage on the customer's side (for example, the browser's local storage) (step S7 in Figure 4).

[0054] After the issuance of a dedicated identification number, the response information entered via the pop-up window is recorded in association with this dedicated identification number. Furthermore, if the customer accesses the customer contact medium again without using account information after the issuance of the dedicated identification number, the management server 1 retrieves the dedicated identification number from the customer terminal 4, identifies the customer based on that dedicated identification number, and reads the history of that customer's response information.

[0055] The display control unit 101 executes a process to control the display of the pop-up window based on the setting information generated by the setting unit 100. Figure 5 is a sequence diagram showing an example of information processing during the operation phase of the pop-up window. As shown in step S10 of Figure 5, when a customer accesses the customer contact medium using the customer terminal 4, the management server 1 receives dedicated identification information or account information and information indicating the customer contact medium to be accessed, sent from the customer terminal 4 (step S11 in Figure 5). In response to the customer's access request, the display control unit 101 outputs a UI including an icon for expanding the pop-up window to the customer contact medium (step S13 in Figure 5). Step S13 may also be a step in which the display control unit 101 sends instruction information to the customer contact medium instructing it to display the expansion icon. After step S13, the customer medium 4 displays a UI including the expansion icon 71, as shown in the member site screen 70 in Figure 6 (step S14 in Figure 5).

[0056] If display conditions are set, the display control unit 101 controls the display of the pop-up window based on those display conditions. For example, if the event duration is specified as the displayable period, the display control unit 101 makes the expansion icon 71 available on the customer contact medium screen only during the event duration. Also, if purchase-related operations on a customer contact medium such as an e-commerce site are set as triggers for expanding the pop-up window, the display control unit 101 detects the customer's purchase-related operation based on the customer's operation information on the customer contact medium UI sent from the customer terminal 4, and displays the expansion icon 71 on the customer contact medium screen.

[0057] When a customer performs an operation such as clicking or tapping on the expansion icon 71 displayed on the screen of the customer contact medium (step S15 in Figure 5), the display control unit 101 receives operation information for the expansion icon 71 sent from the customer terminal 4 (step S16). Then, in response to the acquisition of this operation information, the display control unit 101 outputs display data for a pop-up window that reflects the setting information such as input items (step S17), and displays the pop-up window on the screen of the customer terminal 4 (step S18).

[0058] The pop-up window has an input area where input fields for receiving customer input are presented, and a history display area where the history of customer response information is displayed. The display control unit 101 generates display data for the input area based on the setting information and outputs it to the customer contact medium. Meanwhile, the history display area presents the customer's past response information and the aggregated results of past response information, and the display data for the history display area is output by the history data output unit 103, which will be described later.

[0059] The display control unit 101 may perform a process to switch the display within the window in response to customer operations on the input area within the pop-up window. For example, Figure 7(a) shows an example of the input area being expanded. In this example, an operation button ("Next" button) for instructing page transitions is placed within the window, and when this operation button is tapped after the customer has entered their response to an input item, the display control unit 101 performs a process to transition the display to the next page. If a display rule is defined that branches to the next page depending on the selection, the display control unit 101 selects the page corresponding to the customer's selection operation in accordance with that rule. As described above, the display control unit 101 performs various processes related to the display of the pop-up window based on the read setting information and operation information obtained from the customer terminal 4 via the customer contact medium.

[0060] The input data registration unit 102 records the response information entered by the customer in the pop-up window displayed based on the configuration information, in chronological order, associating it with the customer who performed the input operation. As shown in steps S19-S20 of Figure 5, the customer's response information entered in the pop-up window is transmitted from the customer terminal 4 to the management server 1. In conjunction with acquiring the response information, the input data registration unit 102 acquires dedicated identification information issued by accessing the customer contact medium, or the customer's account information on the customer contact medium, as customer identification information to identify the customer, and registers the response information in the response information storage unit 123, associating it with this customer identification information (step S21 of Figure 5). In addition to the customer identification information, the response information is also associated with a timestamp indicating the time when the response information was entered. Furthermore, if an event is associated with the pop-up window in the configuration information, the input data registration unit 102 may record the response information entered by the customer in the pop-up window in association with the event corresponding to the pop-up window.

[0061] The input data registration unit 102 may also perform processing to analyze the customer's input data included in the response information. For example, if the response information includes image data such as a product image or a receipt image, the input data registration unit 102 may perform image analysis on such product image or receipt image to extract purchase information such as product identifier, purchase quantity, price, purchase date and time, or purchase store from the image. The extracted purchase information may then be recorded in association with the response information.

[0062] The history data output unit 103 outputs customer-specific response information to the history display area of ​​the pop-up window. Figure 7(b) shows an example of the history display area, which displays the history of response information entered by the customer so far. Specifically, the history display area may display the customer's past response information, as well as aggregated results of past response information.

[0063] The history data output unit 103 identifies customers based on dedicated identification information assigned to customers who have accessed the customer contact medium, or based on the customer's account information on the customer contact medium. In other words, it identifies the customer and the response information recorded in association with that customer based on the customer identification information obtained in step S11 of Figure 5 (step S12). In step S17 of Figure 5, the history data output unit 103 outputs the history of the customer's response information extracted in this way from the response information storage unit 123 as history data unique to that customer in the history display area of ​​the pop-up window. This allows customers to easily refer to their past input history.

[0064] The output format of response information in the history display area is not necessarily limited. For example, the history data output unit 103 may output past response information recorded in chronological order to the history display area in calendar format or diary format. The example screen shown on the left side of Figure 7(b) is an example of a history display in calendar format. As shown in this example screen, the date on which the experience record was registered may be highlighted, and by selecting the highlighted date, the details of the response information recorded on that date may be displayed. In addition, if the response information includes product purchase history, an icon representing that product may be placed on the calendar, or the response information may be presented as continuous chronological data like a diary. With such a display format, customers can review their recorded activities and other response information in chronological order in a pop-up window.

[0065] Furthermore, the history data output unit 103 may aggregate the response information based on predetermined classification items and output the aggregated results in a collection encyclopedia format to the history display area. The classification items may be items corresponding to products or services provided by the user organization. For example, the screen example shown in the center of Figure 7(b) is an example of a collection encyclopedia. As shown in this screen example, if the input item is a record of the customer's experience with a product provided by a food manufacturer, the accumulation status or achievement status can be displayed in an encyclopedia format for each type of product for which the customer has registered a record of their experience. Note that the classification items may be sales channels such as stores and are not particularly limited. With this display format, customers can enjoy checking their participation status, and the user organization can expect it to encourage continued customer participation.

[0066] In addition to the output formats described above, the history of response information may also be output in other formats such as a list format or a dashboard format. Furthermore, the system may be configured to allow switching between multiple output formats. For example, Figure 7(b) shows an example screen where a calendar-style history display and a collection-style history display can be switched using tabs. In addition, statistical values ​​of the response information may be output in the history display area. For example, the number of recorded response information such as experience records and reviews may be aggregated for each customer and displayed in a ranking format, or a graph showing the trend of the number of records over a period of time may be presented. Moreover, target values ​​may be set for experience records, and the degree of achievement of the target may be displayed in the form of a badge, progress gauge, etc.

[0067] The gamification provision unit 104 provides game elements that progress according to the amount or content of the accumulated response information. The game elements provided are not necessarily limited and include, for example, a stamp rally, a level-up function, a bingo game, and the aforementioned collection encyclopedia is also an example of a game element. In providing such game elements, the gamification provision unit 104 may generate evaluation information that indicates the evaluation given to the customer according to the amount or content of the accumulated response information, and output said evaluation information to the history display area. "Evaluation information" means information that visualizes the customer's activity status, such as levels, badges, stamps, and titles given to the customer. The evaluation information may be numerical data added for each piece of response information, such as an experience record or a review post, or it may be qualitative data that is given in stages when the accumulated amount of response information reaches a predetermined number, and it is updated according to the registration of new response information.

[0068] The gamification provision unit 104 may integrate customer response information from multiple different customer touchpoint media and generate evaluation information based on the integrated response information. For example, it may integrate both review submissions on a membership website and experience record inputs on an official mobile app to assign customers their overall activity level as evaluation information such as levels and titles. This ensures that evaluations are not dispersed and are managed centrally, even when customers use multiple media.

[0069] The gamification provision unit 104 may execute a process to grant a reward to a customer if the evaluation information generated based on the amount of accumulated response information meets the conditions for granting the reward. The reward is not particularly limited and can be set according to the user organization's promotional measures, such as discount coupons, membership rank upgrades, point accrual, and access to exclusive content.

[0070] As a concrete example of game elements, the screen example on the right in Figure 7(b) illustrates a bingo game. In this example, by inputting response information such as experience records and product reviews, icons for the inputted products are placed on the bingo card. Customers can aim to complete a bingo by accumulating response information. The bingo achievement status is displayed in the history display area, and rewards such as coupons may be given depending on the completion of the bingo.

[0071] In addition to the game elements described above, adventure-style game elements that advance the story according to the amount of response information accumulated or the content of the input may also be provided. Furthermore, a nurturing-type game element in which a character in a virtual space is nurtured by accumulating response information may be introduced. Thus, the form of the game elements is not particularly limited and can be applied in various ways to increase the motivation of customers to participate by inputting response information.

[0072] The analysis unit 105 aggregates and / or analyzes response information collected from multiple customers and outputs the results to the corporate terminal 2. While the aforementioned history data output unit 103 aggregates response information on a customer-by-customer basis and presents the history of response information to the customer themselves, the analysis unit 105 performs the process of generating feedback information for the user organization to use in business activities such as marketing measures and product planning, and providing it to the user organization.

[0073] The methods of aggregation and analysis are not particularly limited. For example, the analysis unit 105 may use response information from multiple customers as a population and aggregate the response information in predetermined aggregation units such as by product, by sales channel, by region, or by period, and calculate statistical data of the response information. If an event such as a product fair is associated with the pop-up window, the analysis unit 105 may extract response information related to the target event from the data registered in the response information storage unit 123, and generate feedback information showing the aggregation results by aggregating the extracted response information.

[0074] For example, when collecting reviews for an event such as a product fair in the form of a questionnaire in a pop-up window, the analysis unit 105 may aggregate customer responses to the questions presented in the questionnaire, question by question. In the aggregation by question, the responses may be output in a ranking format, or minority opinions may be output as distinctive comments.

[0075] Furthermore, the analysis unit 105 may perform an analysis process to identify the positive aspects and areas for improvement of the target event by comparing the aggregated results of the target event with the aggregated results of past events and extracting the differences. For example, past events of successful cases and past events of unsuccessful cases may be defined as events for comparison, and the positive aspects may be identified by comparing the aggregated results of past events of unsuccessful cases, or areas for improvement may be identified by comparing the aggregated results of past events of successful cases. The analysis of response information related to the event is not limited to the above methods, and for example, an analysis may be performed that compares the aggregated results of response information before the event and the aggregated results of response information after the event, using the time of the event as the starting point. Through this analysis, changes in customer responses before and after the event may be identified and output as feedback information.

[0076] The analysis processes performed by the analysis unit 105 are not limited to analyses related to the events described above. For example, products with a large number of posts, such as experience records and reviews, may be extracted and output in a ranking format, or statistical values ​​for the previous period and the target period may be compared by periodically aggregating response information to extract products with large fluctuations. The trend in posting frequency for each customer may be analyzed to extract customers with significant frequency changes. For a given product, the decline period until the number of posts per unit period falls below a threshold may be calculated for each customer, and the average decline period may be output as an indicator. In this system, customer response information is recorded in chronological order, so by analyzing the response information as described above, it is possible to quantitatively grasp trends in customer interest, the decline in the perceived freshness of products, etc.

[0077] The analysis unit 105 may classify customers into segments based on predetermined criteria such as age, region, and membership rank, and then aggregate response information for each customer segment. The aggregated results for each segment may then be compared, and the differences in results between segments may be extracted as trend differences corresponding to customer attributes.

[0078] Feedback information, such as aggregated results and / or analysis results, generated by the analysis unit 105 is output to the corporate terminal 2 in a predetermined format, such as a dashboard screen, report, or data file. The analysis unit 105 can perform a variety of aggregations and analyses according to the needs of the user organization, not limited to the examples described above.

[0079] The recommendation information provision unit 106 outputs recommendation information to the customer based on the customer's response information or data associated with the customer. For example, if recommendation information is associated with input items such as choices in the settings of a popup window, the recommendation information to be presented to the customer may be selected according to this setting information. Specifically, the recommendation information provision unit 106 identifies the recommendation information corresponding to the customer's response information entered into the input items of the popup window, according to predetermined selection rules. Then, it executes a process to output the identified recommendation information to the customer terminal 4.

[0080] The method for selecting recommendation information is not limited to the methods described above. For example, the recommendation information provision unit 106 may refer to the customer's response history and select recommendation information for products in the same category as products that the customer has given a high rating to. Alternatively, it may extract products that have similar trends to past purchase history and output recommendation information for those products. Furthermore, if a customer repeatedly participates in a particular event, the next event, exclusive content related to that event, or related articles may be output as recommendation information. The recommendation information output by the recommendation information provision unit 106 may be displayed in a pop-up window by the display control unit 101, or a link to a web page showing details of the recommendation information may be presented in the pop-up window.

[0081] Furthermore, the recommendation information provision unit 106 may select recommendation information using the customer segment analysis results generated by the analysis unit 105. For example, if the aggregated customer response information reveals products that are popular in a specific customer segment, such as a specific region or age group, the recommendation information provision unit 106 may output recommendation information about products popular in that segment to customers belonging to that segment. Alternatively, by analyzing fluctuations in response information over a period, the unit may identify products whose popularity is on the rise, or conversely, products whose demand is decreasing, and select information about these products as recommendation information to be output on the pop-up window in the next term.

[0082] In addition, the recommendation information provision unit 106 may use methods such as machine learning or collaborative filtering to calculate the similarity between the target customer's response information and the response information of other customers, and select products or events that other customers with a high similarity to the target customer have given high ratings to as recommendation information to be recommended to the target customer.

[0083] The corporate terminal 2 and the customer terminal 4 may each be equipped with an operation information receiving unit 201 and an operation information receiving unit 401, respectively, as shown in Figure 3. The operation information receiving unit 201 receives various input operations, such as settings related to a pop-up window, from the user (person in charge of the user organization) via various user interfaces, such as a setting GUI, displayed on the corporate terminal 2. The operation information receiving unit 401 is responsible for receiving input operations from the customer via various user interfaces, such as a customer contact medium screen (member site screen 70) as shown in Figure 6, and a GUI in a pop-up window as shown in Figure 7. The operation information receiving units 201 and 401 acquire operation signals through various input means provided on the terminals (corporate terminal 2 / customer terminal 4), such as a touch panel, mouse, keyboard, and pointing device, and execute the process of transmitting the operation signals to the management server 1 or the customer contact medium management system 3 via a transmitting / receiving unit (transmitting / receiving unit 23 of corporate terminal 2 / transmitting / receiving unit 43 of customer terminal 4).

[0084] <An example of an information processing method> Next, an example of an information processing method by the information processing system according to this embodiment will be described with reference to the flowchart shown in Figure 8. Figure 8 illustrates a series of information processing flows from setting up a pop-up window to recording response information using the pop-up window.

[0085] First, the management server 1 and the customer contact medium are linked (step S101 in Figure 8). Specifically, the configuration unit 100 outputs embedded code information corresponding to the target customer contact medium to the corporate terminal 2 in response to a request from the corporate terminal 2. The user then applies this embedded code information to the customer contact medium. For example, the user adds the linkage code indicated by the embedded code information to the program code of the customer contact medium (website script, application source code, etc.).

[0086] After establishing the collaborative environment in this manner, the configuration unit 100 outputs a GUI for configuring the popup window to the corporate terminal 2 in response to a request from the corporate terminal 2 (step S102 in Figure 8). The configuration unit 100 receives various settings from the corporate terminal 2 via the configuration GUI, such as the basic configuration of the popup window, page detail settings such as input items, and display conditions (step S103). When the registration operation of the settings is performed via the configuration GUI, the configuration unit 100 outputs setting information indicating the settings specified by the user, and also outputs a UI component (expansion icon 71) for expanding the popup window to the customer contact medium (step S104).

[0087] After the settings in steps S101-S104, when a customer accesses the customer contact medium using the customer terminal 4 (step S105), the management server 1 obtains from the customer terminal 4 the dedicated identification information assigned by accessing the medium, or the customer's account information on the customer contact medium. The history data output unit 103 of the management server 1 then identifies the customer based on the dedicated identification information or account information, and checks whether the history of response information associated with the identified customer is registered in the response information storage unit 123 (step S106). If past response information is recorded ("Yes" in step S106), the history data output unit 103 outputs the history data of the response information as data to be displayed in the history display area of ​​the pop-up window (step S107).

[0088] The display control unit 101 of the management server 1 outputs UI data, including an expand icon (a UI component for expanding a popup window), to the customer contact medium in response to an access request, and displays the UI screen of the customer contact medium, including the expand icon, on the customer terminal 4 (step S108). When a customer performs an operation such as clicking or tapping on the expand icon presented on the medium's screen, the display control unit 101 of the management server 1 reads the popup window display data based on the operation information obtained from the customer terminal 4 and outputs it to the customer terminal 4. As a result, the popup window is expanded on the customer terminal 4 (step S109). If a history of response information is registered for the customer who performed the operation, the history data of the response information output from the history data output unit 103 in step S107 is displayed in the history display area of ​​the popup window.

[0089] The input area of ​​the pop-up window displays input fields corresponding to themes such as surveys, customer experiences, reviews, quizzes, and diagnoses. When customer response information is entered into the input fields of the pop-up window, the input data registration unit 102 acquires the response information from the customer terminal 4 (step S110), associates the acquired response information with dedicated identification information or account information on the customer contact medium, and records it in the response information storage unit 123 (step S111).

[0090] As described above, this system incorporates a "My Page" function that displays the response history in a pop-up window embedded in the customer contact medium. This allows customers to review their own response information and realize the accumulation of their experiences and opinions reflected in that information, which is expected to increase their motivation to continue participating in activities through the system's pop-up window. Furthermore, it enables user organizations to systematically collect and store response information for each customer, supporting them in acquiring high-quality customer data. Note that the information processing method flow shown in Figure 8 is merely an example, and steps may be added, changed, or rearranged as appropriate.

[0091] The embodiments described above are illustrative to facilitate understanding of this disclosure and are not intended to limit it. This disclosure may be modified and improved without departing from its intent, and its equivalents are included.

[0092] <Variation> For example, the pop-up window is not limited to being displayed via an expansion icon. It may be configured to automatically expand immediately after logging into the customer contact medium or immediately after performing a predetermined operation on the customer contact medium. Alternatively, a widget may be placed on the customer contact medium screen in a constantly minimized state and expanded upon customer interaction.

[0093] The input format for response information in the pop-up window is not limited to text input and selection options. For example, the system may be configured to acquire customer speech content as response information using voice input, or to acquire customer-uploaded videos, customer terminal 4 location data, etc., as response information. This allows for the collection of diverse data from customers, such as video recordings of product usage and location information at the time of store visit.

[0094] When the analysis unit 105 outputs the aggregated and / or analyzed results of the response information to the corporate terminal 2, it may perform anonymization processing to prevent the identification of customer personal information. Furthermore, the aggregation and / or analysis processing by the analysis unit 105 is not limited to a configuration in which it is performed on the management server 1. For example, the response information may be sent to an external analysis service in a cloud environment, and the analysis results generated by that service may be returned to the management server 1. Alternatively, the processing capacity of the customer terminal 4 may be utilized to perform simple statistical processing locally, and the results may be sent to the management server 1.

[0095] Recommendation information is not limited to being displayed in a pop-up window. For example, it may be presented via a customer touchpoint's My Page screen, a member notification screen, or a push notification. Alternatively, a "Recommendations List" screen may be generated that displays recommended information grouped by the customer's selected areas of interest, and multiple recommendations may be displayed simultaneously on this screen.

[0096] The information processing system described herein may be implemented as a single device, or it may be implemented by multiple devices, some or all of which are connected by a network. For example, the functions of the processor 10 and storage 12 of the management server 1 may be implemented by different servers connected to each other by a network.

[0097] Furthermore, the series of processes performed by the information processing system described herein may be implemented using software, hardware, or a combination of software and hardware. It is also possible to create a computer program to implement each function of the management server 1 according to this embodiment and implement it on a PC or the like. A computer-readable recording medium on which such a computer program is stored can also be provided. Examples of recording media include magnetic disks, optical disks, magneto-optical disks, flash memory, etc. In addition, the above-mentioned computer program may be distributed, for example, via a network, without using a recording medium.

[0098] Furthermore, the effects described herein are merely descriptive or illustrative and not limiting. In other words, the technology relating to this disclosure may produce other effects that will be apparent to those skilled in the art from the description herein, in addition to or in lieu of the effects described herein.

[0099] The information processing system, information processing method, and program disclosed herein have, for example, the following configuration. [Item 1] An information processing system for supporting the collection of customer data in user organizations, A setting unit that receives settings for a pop-up window used by the user organization to collect information from customers and outputs setting information; and an input data registration unit that records response information entered by the customer in the pop-up window displayed based on the setting information, in chronological order, associated with the customer who performed the input operation. An information processing system comprising: a history data output unit that outputs the response information for each customer to the history display area of ​​the pop-up window. [Item 2] The setting unit outputs a UI component for deploying the popup window to the customer contact medium owned by the user organization in response to the registration operation of the settings related to the popup window. The information processing system according to item 1, wherein the pop-up window is deployed in response to the customer's interaction with the UI component presented on the customer contact medium. [Item 3] The information processing system according to item 2, wherein the input data registration unit obtains the customer's response information to the pop-up window presented on the customer contact medium from a terminal operated by the customer, and associates the identification information issued to the customer by accessing the customer contact medium, or the customer's account information on the customer contact medium, with the obtained response information as the customer's identification information. [Item 4] The information processing system according to item 2, wherein the history data output unit identifies the customer based on identification information assigned to the customer who accessed the customer contact medium, or the customer's account information on the customer contact medium, and extracts the response information associated with that customer. [Item 5] The information processing system according to any one of items 1-4, wherein the history data output unit outputs the past response information recorded in chronological order to the history display area in calendar format or diary format. [Item 6] The history data output unit aggregates the response information based on predetermined classification items and outputs the results of the aggregation to the history display area in a collection diagram format showing the accumulation status or achievement status for each classification item. The classification item is an item corresponding to the goods or services provided by the user organization, and is an information processing system described in any of items 1-4. [Item 7] The information processing system according to any one of items 1-4, wherein the input data registration unit analyzes the product image or receipt image contained in the response information to extract purchase information and records the purchase information in association with the response information. [Item 8] The information processing system according to item 1, further comprising a gamification provision unit that generates evaluation information indicating the evaluation to be given to the customer according to the amount or content of the response information, and outputs the evaluation information to the history display area. [Item 9] The gamification provision unit is an information processing system according to item 8, which integrates the customer's response information from multiple different customer contact media and generates the evaluation information according to the amount or content of the integrated response information. [Item 10] The gamification provision unit is an information processing system as described in item 8, which executes a process to grant a reward to the customer when the evaluation information based on the amount of accumulated response information satisfies the conditions for granting the reward. [Item 11] The setting unit accepts a setting that specifies the event to which the popup window is associated, The information processing system according to item 1, wherein the input data registration unit records the response information entered by the customer in the pop-up window in association with the event corresponding to the pop-up window. [Item 12] The information processing system according to item 11, further comprising an analysis unit that aggregates the response information associated with the aforementioned event and generates feedback information indicating the results of the aggregation. [Item 13] The system further includes a display control unit that controls the display of the pop-up window based on the aforementioned setting information, The information processing system described in item 1, wherein the setting unit receives the setting of display conditions that define the display period of the pop-up window or the action to make the pop-up window expandable, and generates the setting information including the display conditions. [Item 14] The setting unit receives the setting of the display conditions which define the event duration as the displayable period of the popup window. The information processing system according to item 13, wherein the display control unit enables the display of a UI component for unfolding the pop-up window on the screen of a customer contact medium owned by the user organization, but only during the duration of the event. [Item 15] The setting unit accepts the setting of the display conditions that define purchase-related operations on customer contact media owned by the user organization as the action for making the pop-up window expandable. The information processing system according to item 13, wherein the display control unit detects the purchase-related operation performed by the customer on the customer contact medium based on customer operation information received from the customer contact medium, and displays a UI component on the screen of the customer contact medium for deploying the pop-up window. [Item 16] The information processing system described in item 1, wherein the setting unit receives settings that define the input items to be presented in the pop-up window and settings that correspond to the input items, and generates setting information that shows the correspondence between the input items and the recommendation information. [Item 17] The information processing system according to item 16, further comprising a recommendation information providing unit that identifies the recommendation information corresponding to the customer's response information entered for the input item based on the setting information, and outputs the identified recommendation information on the pop-up window. [Item 18] An information processing method that supports the collection of customer data in a user organization, The aforementioned user organization accepts settings regarding a pop-up window for collecting information from customers and generates setting information, The response information entered by the customer in the pop-up window displayed based on the aforementioned setting information is recorded chronologically in association with the customer who performed the input operation. An information processing method performed by a computer, comprising outputting the aforementioned response information for each customer to the history display area of ​​the pop-up window. [Item 19] A program that causes a computer to execute an information processing method that assists in the collection of customer data within a user organization, The aforementioned user organization accepts settings regarding a pop-up window for collecting information from customers and generates setting information, The response information entered by the customer in the pop-up window displayed based on the aforementioned setting information is recorded chronologically in association with the customer who performed the input operation. A program to cause a computer to output the aforementioned response information for each customer to the history display area of ​​the pop-up window. [Explanation of Symbols]

[0100] 1. Management Server 2. Enterprise terminals 3. Management system for customer contact media 4 Customer terminals 101 Setting Section 102 Input Data Registration Section 103 History Data Output Unit

Claims

1. An information processing system for supporting the collection of customer data in a user organization using a management server, The aforementioned management server A setting unit that receives settings for a pop-up window used by the user organization to collect information from customers from a terminal operated by a person in charge of the user organization, and outputs the setting information. An input data registration unit records the response information entered by the customer in the pop-up window displayed on the customer's terminal based on the aforementioned setting information, in chronological order and associated with the customer who performed the input operation. An information processing system comprising: a history data output unit that outputs the response information for each customer to a history display area in the pop-up window which includes an input area for collecting customer data.

2. The setting unit outputs a UI component for deploying the popup window to a customer contact medium owned by the user organization in response to the registration operation of the settings related to the popup window. The information processing system according to claim 1, wherein the pop-up window is deployed in response to an operation by the customer on the UI component presented on the customer contact medium.

3. The information processing system according to claim 2, wherein the input data registration unit obtains customer response information to the pop-up window presented on the customer contact medium from a terminal operated by the customer, and associates the customer's identification information with the obtained response information, which is either identification information issued to the customer upon access to the customer contact medium or the customer's account information on the customer contact medium.

4. The information processing system according to claim 2, wherein the history data output unit identifies the customer based on identification information assigned to the customer who accessed the customer contact medium, or the customer's account information on the customer contact medium, and extracts the response information associated with that customer.

5. The information processing system according to any one of claims 1 to 4, wherein the history data output unit outputs the past response information recorded in chronological order to the history display area in calendar format or diary format.

6. The history data output unit aggregates the response information based on predetermined classification items and outputs the results of the aggregation to the history display area in the form of a collection encyclopedia showing the accumulation status or achievement status for each classification item. The information processing system according to any one of claims 1 to 4, wherein the classification items are items corresponding to goods or services provided by the user organization.

7. The information processing system according to any one of claims 1 to 4, wherein the input data registration unit analyzes the product image or receipt image contained in the response information to extract purchase information and records the purchase information in association with the response information.

8. The information processing system according to claim 1, further comprising a gamification provision unit that generates evaluation information indicating an evaluation to be given to the customer according to the amount or content of the stored response information, and outputs the evaluation information to the history display area.

9. The information processing system according to claim 8, wherein the gamification provision unit integrates the customer's response information from multiple different customer contact media and generates the evaluation information according to the amount or content of the integrated response information.

10. The information processing system according to claim 8, wherein the gamification provision unit executes a process to grant a reward to the customer when the evaluation information based on the amount of accumulated response information satisfies the conditions for granting the reward.

11. The setting unit accepts a setting that specifies the event to which the popup window is associated, The information processing system according to claim 1, wherein the input data registration unit records the response information entered by the customer in the pop-up window in association with the event corresponding to the pop-up window.

12. The information processing system according to claim 11, further comprising an analysis unit that aggregates the response information associated with the event and generates feedback information indicating the results of the aggregation.

13. The system further includes a display control unit that controls the display of the pop-up window based on the aforementioned setting information, The information processing system according to claim 1, wherein the setting unit receives the setting of display conditions that define the display period of the pop-up window or the action to make the pop-up window expandable, and generates the setting information including the display conditions.

14. The setting unit receives the setting of the display conditions which define the event duration as the displayable period of the popup window. The information processing system according to claim 13, wherein the display control unit enables the display of a UI component for unfolding the pop-up window on the screen of a customer contact medium owned by the user organization, but only during the duration of the event.

15. The setting unit accepts the setting of the display conditions that define purchase-related operations on customer contact media owned by the user organization as the action for enabling the pop-up window to be expanded. The information processing system according to claim 13, wherein the display control unit detects the customer's purchase-related operation on the customer contact medium based on customer operation information received from the customer contact medium, and displays a UI component on the screen of the customer contact medium for deploying the pop-up window.

16. The information processing system according to claim 1, wherein the setting unit receives settings that define input items to be presented in the pop-up window and settings that associate recommendation information with said input items, and generates setting information that shows the correspondence between the input items and the recommendation information.

17. The information processing system according to claim 16, further comprising a recommendation information providing unit that, based on the setting information, identifies the recommendation information corresponding to the customer's response information entered for the input item, and outputs the identified recommendation information on the pop-up window.

18. The information processing system according to claim 1, wherein the setting unit receives settings related to a pop-up window for the user organization to collect information from customers from a terminal operated by a person in charge of the user organization, and outputs embedded code information indicating a code for linking the management server and customer contact media used by the user organization, and setting information for the pop-up window.

19. The information processing system according to claim 18, wherein the pop-up window for collecting the customer data is embedded in the customer contact medium and displayed on the screen of the customer contact medium based on the embedded code information.

20. An information processing method that supports the collection of customer data in a user organization using a management server, The system receives settings for a pop-up window used by the user organization to collect information from customers from a terminal operated by a person in charge of the user organization, and generates setting information. Based on the aforementioned setting information, the response information entered by the customer in the pop-up window displayed on the customer's terminal is recorded in chronological order in association with the customer who performed the input operation. An information processing method performed by the management server, comprising outputting the response information for each customer to a history display area within the pop-up window which includes an input area for collecting customer data.

21. A program that causes a management server to execute an information processing method that supports the collection of customer data in a user organization, The system receives settings for a pop-up window used by the user organization to collect information from customers from a terminal operated by a person in charge of the user organization, and generates setting information. Based on the aforementioned setting information, the response information entered by the customer in the pop-up window displayed on the customer's terminal is recorded in chronological order in association with the customer who performed the input operation. A program to cause the management server to output the response information for each customer to a history display area within the pop-up window which includes an input area for collecting customer data.

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