JP2002259420A - After-sales service provision system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To offer a user simple and substantial after-sales service, thereby improving the customer satisfaction. SOLUTION: This system has a terminal (3) connected to a communication line, a bar code reader (4) connected to the terminal and a server (1) that can communicate with the terminal (3), which can transmits, to the server (1), a piece of bar code information obtained by reading a bar code (5) attached to a commodity. The server (1) has a database of the bar code information and the after-sales service Web page for every commodity, when a piece of the bar code information is received, identifies the commodity with the bar code (5) attached, and transmits, to the terminal (3), the after-sales service Web page for the commodity.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a system for providing various after-sales services by using information of a bar code attached to a product or the like.

[0002]

2. Description of the Related Art In recent years, barcodes have been attached to various commodities distributed on the market. For example, products distributed in Japan are given a JAN code based on JAS, and books are given an ISBN code. Products may be attached directly to the product package,
Often printed on adhesive labels and affixed to products.

[0003] This bar code is obtained by coding information such as company, product number, price and the like by parallel lines having different widths. Such information is mainly used for inventory management in companies and distribution processes and price calculation in retail stores. And so on.

In addition to bar codes, bar codes are used for management in a wide range of fields. For example, a bar code is painted on the door of a garbage truck to identify the garbage truck that has arrived at the garbage disposal site and record the status of garbage collection. It is also used for pasting a barcode on a consultation ticket or the like, and recording and managing the date and time of use of the service and the number of times the user has used the service.

[0005] As described above, barcodes are widely used, but the common feature is that the person who attached the barcode, that is, the person who manages the barcode, uses it in order to save the trouble of management. The bar code itself is only meaningless for consumers who have purchased the bar code, library users who have the card with the bar code attached, rental video members, patients, etc. The bar code attached to the card and the card allows the administrator to manage it more efficiently, which has the indirect advantage of smooth product accounting and various services. No profit was gained by using it purposefully.

[0006] Recently, businesses that provide information by making consumers use such barcodes positively have been studied, and some of them have started to use them experimentally. For example, there is known a business that publishes an original barcode in a magazine and distributes a barcode reader for reading the original barcode to provide related information.

In this case, the consumer who has obtained the magazine connects the bar code reader to the personal computer and installs the driver software on the personal computer. Then, with the driver software running, read the original barcode printed on the magazine using a barcode reader,
The URL is input to the browser of the user's personal computer, and the company's homepage can be accessed by connecting the communication line.

For example, if a magazine has an article on a new product and an original barcode is printed along with the article, when the magazine reader reads the original barcode with a barcode reader, the company that provides the product has You can access the homepage, where you can see information about the new products that are posted there.

[0009] In other words, the user is the UR of the company homepage
By reading the original barcode printed on the magazine without manually inputting L into the browser or examining it with a search engine, it is possible to specify the browser as a browsing destination.

The original barcode is created and printed by a magazine publisher and is not used for any other purpose.

[0011] However, such information provision using a bar code is merely an advertisement that is sent unilaterally by a company without specifying the other party from the company, and in that sense, conventional newspapers are used. , Magazines, radio, television, hanging advertisements, billboards and other mass media. Most of the information unilaterally provided by the company is an advertisement for purchasing a product, and the information for a customer (user) who has purchased the product is extremely small.

By the way, in recent years, with the spread of the Internet, companies have also provided a homepage (in the present application, "homepage" is used not only as a top page but also as a web page (web page). The same applies hereinafter). Information is widely provided about services and services. In this case, the customer can actively collect information related to the product by accessing a homepage of a company that handles a product or service of interest.

However, since a company's homepage is accessed by an unspecified number of people, the company is also forced to create a homepage targeting the unspecified majority, and limited information targeted at users of specific products. Was not suitable for actively providing.

[0014] In the case of providing information limited to a user, the user is required to send a user registration postcard attached to the product, or to have the user register online on a company homepage, and to provide the user with necessary information directly. Contact was made via email or email. However, when direct mail is used, shipping and printing costs are high, and it is difficult to provide sufficient information and services using an e-mail method. Moreover,
Since the user registration is troublesome, the ratio of the user who takes the trouble to register the user is low, and it is difficult for the company to provide the after-sales service to the user and even to specify the user.

[0015] In addition, after the user makes an inquiry after purchasing the product,
If you want to receive after-sales service such as a complaint or a repair request in the event of a breakdown, you have to call the "Customer Consultation Phone" provided by the company or contact the store where you purchased the product. Even in this case, customer consultation calls are limited to business hours of the company, and when making inquiries to the store, it is necessary to go during the business hours of the store, and in many cases the store can not respond quickly, so work on weekdays For ordinary salaried workers, it was virtually impossible to obtain after-sales service.

As described above, a company spends a great deal on advertising until it sells a product, but it is extremely inadequate in terms of after-sales service, and improves customer satisfaction of users who have purchased the product. It was difficult to make it. Also, merely providing information unilaterally from the company to the consumer, as in the past, cannot sufficiently take in the opinions of many users, and the company will utilize the needs of the users in future product development and the like. And users are less likely to be familiar with the company.

[0017]

SUMMARY OF THE INVENTION Accordingly, the present invention provides a simpler and more fulfilling after-sales service to a user who is a purchaser of a product or a user of a service, thereby increasing customer satisfaction and improving user and business It is an object to provide means capable of building a good relationship between a company and a user through information exchange between the user and the user.

[0018]

According to a first aspect of the present invention, there is provided an after-sales service providing system which communicates with a terminal (3) connected to a communication line and a bar code reader (4) connected to the terminal (3). A server (1) that can communicate with the terminal (3) via a line; the terminal (3) reads and acquires a barcode (5) attached to a product by the barcode reader (4); The server (1) has a database of barcode information and a Web page for after-sales service for each product, and the terminal (3) transmits the barcode information to the server (1). When the barcode information is received, the database is searched to identify the product to which the bar coat (5) is attached, and the after-service Web page for the product is transmitted to the terminal (3). When That.

According to a second aspect of the present invention, there is provided an after-sales service providing system having a server (1) connected to a communication line, the server (1) having a database of barcode information and a barcode (5) attached thereto. When the server (1) receives the barcode information transmitted from the terminal (3) through the communication line, the server (1) stores the barcode information database. A search is performed to specify a corresponding product, and the after-sales service Web page for the product is displayed on the terminal (3).
Is transmitted.

According to these, the terminal (3) that has transmitted the barcode information of the barcode (5) attached to the product
Then, a Web page for after-sales service (referred to as a “product AS page” in the embodiment) related to the product can be displayed. Since the barcode (5) is attached to the product, access to the after-service Web page is limited in principle to the user who purchased the product. Therefore, it is possible to provide a satisfactory after-sales service with contents limited to the user of a specific product.

According to a third aspect of the present invention, there is provided an after-sales service providing system having a terminal connected to a communication line, a barcode reader connected to the terminal, and a server capable of communicating with the terminal via the communication line. The terminal can transmit the barcode information obtained by reading the barcode acquired by the service user with the service by the barcode reader to the server, and the server can store the barcode information database. , Comprising a service web page for each service, upon receiving the bar code information from the terminal, searching the database to identify the service with the bar code attached, Transmitting the after-sales service Web page.

According to this, even for an intangible service, a user who uses the service obtains a barcode accompanying the service, transmits barcode information from the terminal, and accesses the after-service Web page. Thus, as in the case of claim 1 or claim 2, it is possible to receive an after-sales service for the specific service used.

According to a fourth aspect of the invention, there is provided an after-sales service providing system according to the third aspect, wherein the bar code acquired along with the service is attached to an article received by the service user along with the provision of the service. Or a printed image of a bar code or an image received by the service user by e-mail.

According to this, even when using an intangible service, the user can obtain a barcode capable of specifying the service via a tangible object such as a card or a pamphlet or an e-mail.

According to a fifth aspect of the present invention, there is provided an after-service providing system having a server (1) connected to a communication line, wherein the server (1) is distributed to a user of the service in association with providing the service. It has a database of barcode information about (5) and a web page for after-sales service for each service related to the barcode (5), and has been transmitted from the terminal (3) through a communication line. Upon receiving the barcode information, the server (1) searches a database of the barcode information to specify a corresponding service, and transmits a web page for the service to the terminal for the service. .

According to this, as in the case of the third aspect, the after-service Web for the specific service is utilized by using the bar code (5) distributed along with the service.
Can access the page.

According to a sixth aspect of the present invention, in the after-service providing system according to the first or third aspect, the bar code reader (4) has an individual ID. Is transmitted together with the barcode information.

According to this, since the barcode reader (4) transmits the ID to the server at the time of access, the server (1) can determine the accessing person based on the ID of the barcode reader (4). .

According to a seventh aspect of the present invention, there is provided the after-service providing system according to the sixth aspect, wherein the server (1) transmits the received bar code information or the after-service Web to the terminal (3) based on the bar code information. The URL of the page can be recorded in association with the ID of the barcode reader (4) sent together with the barcode information.

According to this, the ID of the barcode reader (4) and the product purchased by the user using the barcode reader (4) are recorded in association with each other,
The purchase history for each user can be grasped.

In the after-sales service providing system according to the eighth aspect, in the system according to the sixth or seventh aspect, the description server can transmit the barcode information to request personal information to a person who accesses the barcode information. The personal information obtained in response to the request can be recorded in association with the ID of the barcode reader (4).

According to this, since the personal information of the user is associated with the ID of the bar code reader (4),
It is possible to grasp what attribute the user uses the barcode reader (4). Furthermore, if the information is recorded in association with barcode information or the like, it is possible to know which user purchased which product.

According to a ninth aspect of the present invention, in the after-sales service providing system according to the first to eighth aspects, the after-service Web page includes at least a questionnaire, a bulletin board, a chat room, a mail order, a repair request,
It is characterized by having one of the items of consultation, information provision, and complaint handling.

According to this, the after-service Web
In the page (“product AS page”), not only providing information but also a Web page in which the user can actively participate, and establish a good relationship between the company (2) and the user Becomes easier. It is also possible to exchange between users of the same product.

The after-sales service providing system according to claim 10 is the system according to claim 8 or claim 9, wherein
The server (1) can record the password as the personal information of the person who has transmitted the bar code information and accessed the server, and can respond to an instruction from the after-service web page or a web page linked from the after-service web page. A step of performing authentication based on the password and an ID of a barcode reader (4) used by a person who registered the password before performing the predetermined processing. It is characterized by having.

According to this, the after-service Web
When ordering mail order or writing on a bulletin board on a page or the like, it is possible to reliably identify the user, and prevent impersonation by a person other than the user.

According to an eleventh aspect of the present invention, there is provided an after-sales service providing system according to any one of the first to tenth aspects, wherein the server (1) creates and stores a personal Web page for each user for use by the user. Can be offered,
The personal Web page is characterized in that the user can set a link to a predetermined after-service Web page.

According to this, the user can have the personal Web page on the server (1), and furthermore, the personal Web page.
Page b contains the after-service We used by the user
A link to page b can be provided. Therefore, the user does not need to read the barcode (5) using the barcode reader (4), and can read his or her personal Web.
By accessing the page b and using the link to the after-sales service web page displayed as a list, the user can access the after-sales service web page relating to a predetermined product or service.

According to a twelfth aspect of the present invention, in the after-sales service providing system according to the eleventh aspect, the server (1) creates and stores a personal Web page for the user on condition that the user registers the user information. It is characterized by doing.

According to this, since it is necessary to register user information on the premise of having a personal Web page, it is possible to promote the user registration of a user who wants to use the personal Web page.

According to a thirteenth aspect of the present invention, in the after-sales service providing system according to the eleventh or twelfth aspect, the setting of the link of the personal Web page to the after-service Web page is performed by each of the after-service Web pages.
It is performed by instructing the server (1) from the page.

According to this, the user accesses the after-service Web using the bar code reader (4).
By simply sending an instruction from the page to the server (1), a link to the after-service Web page can be provided on the user's personal Web page.

According to a fourteenth aspect of the present invention, in the after-sales service providing system according to the eleventh to thirteenth aspects, the server (1) performs authentication using an ID and a password for specifying a user when accessing the personal Web page. It is characterized in that access to the personal Web page is permitted on condition that the user passes.

According to this, in order to access the user's personal Web page, authentication is required. Therefore, access to the personal Web page by a person other than the user is prevented, and it is possible to prevent mischief and prevent the user from accessing the personal Web page. Privacy can be protected.

According to a fifteenth aspect of the present invention, in the after-sales service providing system according to the fourteenth aspect, the ID of the bar code reader (4) is used as an ID for identifying the user.
D is also used.

The ID of the bar code reader (4) is a unique ID, and the user uses the same bar code reader (4) in principle. Therefore, the ID of the barcode reader (4) can be associated with the user, and the ID used for authentication when accessing the personal Web page is used.
As D, the ID of the barcode reader (4) can also be used. As a result, the types of IDs that must be handled by the server (1) can be simplified.

According to a sixteenth aspect of the present invention, in the after-sales service providing system according to the eleventh to fifteenth aspects, the personal Web page includes a Web mail function that can be used by a user who uses the personal Web page. Is added.

According to this, the personal Web page can be used not only as a link collection to the after-service Web page but also as a Web page for using Web mail. Therefore, the use value of the personal Web page is increased for the user, and Web mail can be used for communication between companies and users using the system.

The after-sales service providing system according to claim 17 is the system according to claims 1 to 16,
The server (1) is provided with a trial Web page, and the trial Web page is provided with a bar code number input field in which a bar code number can be keyed. When a barcode number is input to the barcode number input field from an original terminal, information on a product or service corresponding to the barcode number can be transmitted to the terminal and displayed.

According to this, when it is desired to try the system before distributing the barcode reader (4), it is possible to see information on goods and services without using the barcode reader (4). In this case, since it is not possible to confirm that the accessing person is the user who purchased the product or the user who used the service, it is not possible to receive various after-sales services without restriction, but it is possible to obtain a certain range of information on the product or service. Since it is possible, the user can know what kind of after-sales service is available.

The after-sales service providing system according to claim 18 is claim 1, claim 3 or claim 6 to claim 1.
The system of 7 is characterized in that a mobile phone is used as a terminal, and a barcode reader mounted on the mobile phone or a barcode reader mechanism provided in the mobile phone is used as a barcode reader.

According to this, a mobile phone or a PH is used as a terminal.
A mobile phone such as S can be used. Therefore,
Even a user who does not use a personal computer can easily use the after-sales service.

In the after-sales service providing system according to the nineteenth aspect, in the system according to the eighteenth aspect, the mobile telephone can transmit the telephone number of the mobile telephone together with the bar code information to a server, and the server (1) stores the telephone number. Can be recorded.

According to this, the telephone number of the mobile telephone can be used as the ID without providing the barcode reader with an individual ID, and the server (1) can identify the user by the received telephone number. Can be.

[0055]

DESCRIPTION OF THE PREFERRED EMBODIMENTS The present invention will be described below with reference to preferred embodiments.

[First Embodiment] FIG. 1 is a diagram showing an example of the system configuration of the present embodiment. In the figure, (1) is an information service company server. Here, the information service company is a person who provides various kinds of information on products as an after-sales contact of a partner company. The server (1) is connected to a network such as the Internet and can be accessed from outside. The server (1) stores barcode information and a predetermined URL in association with each other.

(2) is a company that is affiliated with an information service company and outsources some kind of after-sales service for products. Generally, they often have their own homepage.

(3) is a terminal used by a user who has purchased a product, and is connected to a network such as the Internet. A personal computer is generally used as the terminal (3), but a personal digital assistant (PDA: Personal Dig) is used.
italian assistants), and a microwave oven or refrigerator home appliance that can be connected to the Internet.

Reference numeral (4) denotes a bar code reader for reading the bar code (5), which is used by connecting to the terminal (3). However, the connection between the two is not limited to a wired connection, but may be a case where information can be transmitted wirelessly.

The bar code reader (4) has a unique ID for each unit, and when reading the bar code (5), transmits its own ID recorded on the recording electronic element. I can do it. The barcode reader (4) may be attached to the product and distributed, or may be distributed in advance by a campaign or the like. The bar code reader (4) may be distributed for a fee, but in the present embodiment, the bar code reader (4) is distributed free of charge in order to promote the use of the system of the present invention.

At the time of use, the user first purchases a product. A bar code (5) such as a JAN code or an ISBN code is attached to the product as in the related art. The barcode (5) is not necessarily limited to these, and an original barcode may be added. However, since many products are already provided with a JAN code or the like, if the barcode (5) is used, it will be separately provided. There is no need to provide an original barcode. In that case, since special barcode display is not required, the design of the product package and the like are not easily limited.

Here, "attaching a barcode" includes not only a case where the barcode is directly attached to a product but also a case where the barcode is attached to a product or the like. In addition to printing barcodes directly,
This includes the case where an adhesive label on which a barcode is printed is attached.

The user is an information service company server (1)
The user accesses a predetermined homepage stored in the server, reads the barcode (5) with the barcode reader (4), and transmits the barcode information to the server (1). In this embodiment, the barcode (5) is read after accessing a predetermined homepage in advance, but if necessary, the barcode (5) is read and the browser of the terminal (3) is automatically opened. It is also possible to start up, auto-dial, and access a predetermined homepage.

In the case of the JAN code, bars having different thicknesses and intervals are transmitted as bar code information consisting of 13 digits. The bar code information includes a company number for identifying a company and a product number for identifying a product. The server (1) is provided with a database of barcode information, and can search for a specific product of a specific company from the company number and the product number in the transmitted barcode information.

The server (1) stores a Web page (hereinafter referred to as a “product AS page”) for each product for the products of the member company (2).
Is recorded). The server (1) records the product of the member company (2) and the URL of the “product AS page” in association with each other, and transmits barcode information on the product of the member company from the terminal (3) of the user. If it comes, link to the "product AS page" of the product
Is displayed.

Here, the displayed “commodity AS page” is provided with information on the commodities and various services. The "commodity AS page" is created by an information service company entrusted by a member company and recorded on the server (1), but its URL is not generally disclosed to the public.

In the case of a conventional company homepage, an unspecified number of people can access it, but the product AS page of this embodiment can be accessed only by the user who purchased the product in principle. Therefore, it is possible to provide information and services with rich contents targeted at the purchaser of goods, instead of the wide and shallow information as in the related art.

Furthermore, the "product AS page" is not only a user-only web page, but also a dedicated web page for each purchased product, so that, in principle, a web page accessible only to the user who purchased the same product Become. Therefore, it is possible to provide information on a specific product, provide after-sales service, and the like.

As described above, in this embodiment, the barcode reader (4) is provided with an individual ID (identification number), and when transmitting the barcode information, the ID of the barcode reader (4) is also transmitted to the server (4). 1).

The server (1) records the barcode reader ID and the access status in association with each other so that the same user (strictly speaking, a user who uses the same barcode reader (4)) can purchase any product. You can understand what you are doing. For example, a digital camera “D
C-123 ”is purchased by the company B printer“ P
T-456 "is also purchased. Thereby, it is possible to know the tendency of product purchase, the user's preference, and the like, which can be used for future marketing.

Such information may be provided to a member company, or may be separately used by an information service company for consulting services.

However, only the ID of the barcode reader (4) can tell what kind of product a certain user has purchased, but does not know the attributes of the user, such as gender, age, residence area, and the like. .

Therefore, in this embodiment, the user can be provided with personal information in addition to the ID of the barcode reader (4). For example, when a predetermined number of accesses are made using the barcode reader (4),
Instead of immediately linking to the product URL as usual, a user registration page for prompting the input of personal information is displayed.

A registration form is provided on this user registration page, and user information such as name, address, gender, age, and e-mail address can be registered. The server (1) records the user information sent from the user terminal (3) in association with the ID of the barcode reader (4).

Whether to register user information is optional for the user. However, in order to promote user registration, there are some benefits, such as free download of original barcode creation software, distribution of commodity discount tickets, and use only by registered users. It is preferable to prepare a game page or the like that can be used.

By recording the personal information of the registered user in combination with the merchandise purchased by the user, various statistics useful for marketing can be obtained. For example, by searching for a predetermined item, the number of purchasers by age and the number of purchasers by region for a certain product can be easily obtained.

The registered user information can be used not only as a marketing material for the member companies, but also as a customer list for each product. Rather than putting out a postcard or registering online only for user registration as in the related art, the user can register when receiving various after-sales services, and can obtain benefits, so that user registration can be promoted.

When the user completes the user registration, the user is linked to a predetermined “commodity AS page”. If the user rejects the user registration, a predetermined "commodity AS page" is displayed without requesting further registration. only,
In some cases, the user may want to register at a later date. For an unregistered user, the user registration page may be displayed for each use a plurality of times, for example, every ten times. The user registration page can be displayed every time the user uses it.However, if persistent registration is requested, the user may feel troublesome with the system and may be against the promotion of use of the system. It will be displayed for each use.

The number of times of access of the user is determined by the server (1).
By recording the ID of the specific barcode reader (4) and the number of times of access, it can be easily detected. Furthermore, if the bar code reader (4) itself has a function of recording the number of accesses and the bar code information is transmitted so that the information about the number of accesses is transmitted at the same time, the server (1) can use the bar code reader. (4) Since it is not necessary to count and record the number of accesses for each, the burden is reduced.

Once the user information is registered, the fact that the user information has been registered is recorded in the server (1), and in principle, the user is not required to register again at the time of subsequent access. However, when requesting information on special items depending on the company or product, if a user accesses the product of the company, a special user registration must be requested separately even if normal user registration is performed. Can also.

FIG. 2 is a diagram showing an example of the screen of the “commodity AS page”. The user who has accessed the “product AS page” of the specific product can select and use the after-sales service provided there. "Product AS page"
Then, the after service may be provided directly, or the after service may be provided by linking to another page depending on the screen size and the number of items. For example, in the example shown in FIG. 2, when a button of “questionnaire entry” is clicked, a link to a Web page having a “questionnaire entry form” is made.

Those who access the “Product AS Page”
In principle, the "product AS page" can be effectively used for purposes such as "survey", "development", "marketing", "sales", and "after-sales service" because it is limited to users of specific products. "Product AS Page"
Is input to the server (1), but the necessary information is transferred to the member company that handles the product. Further, since a link can be provided in the “commodity AS page”, the link may be made to a predetermined Web page managed by the member company (2), and information may be transferred there.

As a method of using the “product AS page”, first of all, in terms of “survey”, an opinion or impression limited to the user of a specific product can be obtained by a questionnaire on the “product AS page”. In addition, if a function such as a "bulletin board", an "opinion box", or a "chat room" for writing an opinion in real time is provided in the "product AS page", it is possible to know the contents of dialogue between users of a specific product. User needs and dissatisfaction can be grasped. In a bulletin board or a chat room, not only users can exchange opinions, but also a company developer and a consultant can participate and exchange opinions between the company and users.

For example, if the product is a digital camera,
You can get information on the user's feeling of use, unique usage, dissatisfied functions, etc. If the product is a book, by posting reading impressions and reviewing books among readers You can know the topics that readers are looking for.

In the past, the user's opinions (called "writing", "speaking", etc.) could be known on a bulletin board on a company's homepage, a forum for personal computer communication, or the like. Anyone can speak without being limited, so out-of-place statements and so-called "bulletin board trolls" are often seen as annoying statements by malicious users, and in some cases, cause a widespread decline in the general public's corporate image. There were things. Further, there has been a problem that it is difficult for a company to use it as a survey because a product to be commented on has not been specified.

In this regard, in the present system, opinions and impressions can be collected in an area limited to the user for each product, so that mischievous writing is almost eliminated. The user can enjoy effective exchange of opinions and exchanges with other users who have purchased the same product as the product purchased by the user. The company can also know the user's needs, dissatisfaction, etc. from among them.

Next, in terms of “development”, “commodity AS
Page ”, gather opinions from users on new projects that the company has considered, solicit ideas from users,
The user can participate in planning and development. As a result, a new product incorporating the opinion of the user can be developed.

In terms of “marketing”, it is possible to carry out promotion, advertising, etc. of products related to the next product or purchased product. Since advertisement for users who have already purchased related products can be performed, efficient advertisement can be achieved.

In terms of “sales”, reception of mail order for related products is performed on the “product AS page”, guidance from the “product AS page” to a company direct sales site or shopping site, distribution of discount tickets, reservation, etc. be able to. Also in this case, the opponent is limited to the user of the specific product, and the user's preferences can be generally grasped, so that sales promotion through effective promotion can be achieved.

For example, taking sales to a user of a digital camera as an example, first, an optional battery, carrying case, image recording media, image processing software, and the like can be sold. In the past, if you wanted options or related products after purchasing a product, go to the store where you purchased it, explain the purchased product and the product you want to buy to the clerk, and if the product is not in the store, It had to be ordered and was troublesome.

However, in the case of the present system, not only the user can place an order while staying at home, but also the "product AS page" for each purchased product is accessed, so that there is no need to explain the purchased product. In the case of direct sales, since the order is sent directly to the company, it is possible to deliver the product earlier than the order from the store.

In the case of selling a new product or a related product, mail-order sales can be conducted by narrowing down a new product that the user is likely to want from the user's conventional product purchasing tendency.
For example, for a digital camera user, a printer suitable for printing a digital photograph, a CD-R, an MO for storing image files, and the like may be recommended for sale. If the product is a book, it is conceivable to introduce a book of the same author as the book purchased by the user or a book in a related field and mail-order the book.

Since the sale is intended for the user, if the user-limited services such as sale of the user-limited original merchandise and sale at the user special price are provided, the connection between the user and the company is strengthened.

Note that when selling from the "commodity AS page", the user is limited to the user who has registered the user information to prevent mischief, and the ID of the bar code reader (4) is used when placing an order.
Authenticated to accept orders. In this case, the user information has already been registered, and the server (1) checks the user with the ID of the barcode reader (4), so that the user can place an order without inputting information such as an address.

If necessary, the user registers a password when registering the user information, performs security by associating the user's password with the ID of the barcode reader (4), and performs the security of the password and the I of the barcode reader (4).
An order may be accepted only when D matches. In this case, even if the barcode reader (4) is stolen, the order is rejected unless the password determined by the user is known. Therefore, security is doubled and security is enhanced. Note that such security can be used not only for mail order sales but also for other after-sales services, for example, security such as writing on bulletin boards.

In terms of other "after-sales services",
It is possible to provide various kinds of information on the purchased product, contact the user, and the like. In general, we introduce product usage examples, provide guidance on how to store products, provide a collection of questions and answers about products, respond to inquiries and complaints from users, receive repairs in case of failure, sell consumables, and sell defective products. Exchange requests and the like can be made.

Further, provision of various services tailored to the product, for example, download of the latest version of a driver (software for controlling the device) of a personal computer device, acceptance of an upgrade service, recall guidance, software version upgrade, music CD If there is, a lyrics card download service, promotion video screening, concert broadcasting, etc. can be performed.

Conventionally, as a part of the after-sales service, a video tape, a CD-ROM, a pamphlet or the like for explaining how to use the apparatus, etc. can be attached to a product or delivered to a desired user in addition to an instruction manual. However, in this case, a large cost was required for a fee for media such as a video tape and a CD-ROM, a video dubbing fee, a paper fee, a printing fee, a labor cost for packing and checking for leakage, and a shipping cost. .

In this system, the company can guide the user to the site for each product and provide information such as how to use the product only by attaching the existing bar code (5). There is no need to attach or ship CD-ROMs, pamphlets that make heavy use of photos, etc. to the product. For this reason, the costs required for the preparation and shipping thereof can be omitted, and the labor for packing and confirmation thereof can be reduced, so that the cost can be significantly reduced.

As described above, by using the barcode (5) attached to the product to guide the user to the “product AS page” of the specific product, various services limited to the user can be provided, and the company and the user can be provided. Makes it easier to create friendly relationships and increases customer satisfaction. Companies can give users attachment and trust, improve their corporate image, cultivate corporate fans, and also have the advertising effect of word-of-mouth communication called "viral marketing."
Also, the user can easily access necessary information and receive various services.

In the present embodiment, the advertisement and the campaign relating to the present system of accessing from the bar code (5) of the product are performed by the information service company, so that the member companies do not need to individually advertise the system. In addition, the advertising expenses can be significantly reduced. This is especially effective for small and medium-sized businesses that cannot spend a large amount on advertising.

In the present embodiment, a part of the “commodity AS page” is shown at the bottom of the screen in FIG.
Is provided with a management space managed by an information service company. This management space is a space in which the information service company posts information, and is used for use as a banner, an advertisement space, or the like, or as a notice column from the information service company.

The management space can be provided with various additional services as customer services. Additional services can be provided on the “Product AS Page” itself,
In this embodiment, a plurality of link buttons are provided in the management space of the “product AS page”, and a page of a desired additional service is displayed by clicking a desired link button by a user. As the contents of the additional service, services such as games, fortune-telling, diet calculation, and the like can be considered. Such additional services can be effectively used as a means for ensuring continuous access of the user.

In the present embodiment, these additional services are created and provided by an information service company, and the costs for this are covered by membership fees collected from the member companies. Therefore, even a small or medium-sized company that does not have the ability or cost to create the content of the additional service by itself can provide the content of the additional service to the user only with the membership fee.

Further, in this embodiment, an item "register this page in my barcode" and a "register" button are provided in this management space. This is a function mainly provided for convenience when the user repeatedly accesses the same “commodity AS page”. Hereinafter, this function will be described.

The server (1) has a personal W for each user.
Create an web page and create a personal web page
"Personal Page") and a predetermined "Product AS Page"
Can be registered. In the present embodiment, a "personal page" is created for a user registered at the time of user information registration.

The user accesses the “product AS page” accessed by reading the bar code (5).
Clicking the “Register” button in the “Register this page to my barcode” item in the management space and instructing the server (1) to link to the “product AS page” in the “personal page” of the user Are provided and displayed in a list.

In order to access the personal page of the user, the user once accesses the homepage of the information service company and inputs a predetermined user ID and password. Here, as the user ID, a unique ID may be assigned to each user, but in the present embodiment, the ID of the barcode reader (4) used by each user is used as the user ID as it is.

There are roughly two methods for informing the user of the ID of the bar code reader (4). 1
The second method is that when the barcode reader (4) is distributed, the ID of the barcode reader (4) is printed on a pamphlet or package of the barcode reader (4), or the barcode reader (4) is included in the package. This is a method of attaching a label printed with the ID of (4). Another method is that when the user accesses the server (1) using the barcode reader (4) or when the user registers user information, the server (1) uses the barcode reader (4). Send the ID to the user's terminal and say "Your ID is ABC
-00012. Please record it. ". Instead of displaying it on the screen,
Alternatively, in addition to the screen display, the user may be notified of the ID by e-mail after registering the user information. Use the password set at the time of user registration.

Since the personal page cannot be accessed without authentication using the ID and the password, the "personal page" is not seen by another person. If the user desires, the ID or password is stored in the browser of the user's terminal (3) in a cookie (“Cookie”: “visit history information”,
(Also referred to as "history information") so that when accessed from the user's terminal (3), the server (1) can read the cookie from the browser and automatically enter the ID and password (or one of them). It may be set to something.

When the authentication based on the ID and the password is completed, the "personal page" of the user is displayed. FIG.
FIG. 3 is a diagram showing an example of a “personal page”. In the “personal page”, a list of links to the “product AS page” registered by the user as described above is displayed. And
By specifying a link to a desired “product AS page”, a “product AS page” of the specified link destination is displayed.

As described above, when the user visits the “commodity AS page” of a specific commodity many times, the “commodity AS page” is registered as a my bar code in the “personal page” and a link is provided. If so, it is possible to access a predetermined “product AS page” via the “personal page” without reading the barcode (5) every time the access is made. In particular, if the user is a user of a plurality of products, even if he / she wants to access the “product AS page” for a plurality of products, he / she can access by simply specifying from the list on the “personal page”. ) Is no longer necessary, so that it is convenient.

Further, by recording the "product AS page" on the "personal page", the product can be accessed without reading the barcode (5), so that the product on which the barcode (5) is printed can be obtained. The package can be discarded. Furthermore, access from a place where the barcode reader (4) is not provided, such as a business trip destination, or access using another terminal in which a cookie is not recorded becomes possible.

The "personal page" can be used in addition to the registered "commodity AS page" list. Similarly to the “product AS page”, a banner, an advertisement, a notice, or the like may be displayed on a part of the screen, or contents of an additional service such as an online game or fortune-telling may be provided.

Further, a function for the user may be added to the “personal page”. In the example shown in FIG.
Web browsers that allow users to browse and send e-mails using a browser (also called "free mail" because of many free charges) are provided, and users can use the "Personal page" , Send emails, and view emails addressed to you.

The merit of the user in this case is that the user can have another mail address in addition to the normal mail address. In recent years, many companies have
When marketing by e-mail and answering a questionnaire or applying for a prize, an e-mail containing an advertisement may be sent at a later date. Therefore, if the user specifies the e-mail address usually used in a questionnaire or the like, many direct e-mails are sent to the normal e-mail address used for work or contact with friends, and mail management is performed. It becomes difficult to do. In particular, when the present system is used, it is likely that there will be many opportunities to use e-mail for exchanging information with companies and providing guidance from companies.

In such a case, the communication with the company is made using the Web mail available on the “Personal page”, and the transmission and the browsing are performed from the “Personal page”. In the present embodiment, the information service company provides a free Web mail function to the user so that the value of the "personal page" for the user can be increased. In FIG. 3, the password is required when using the e-mail. However, since the password is authenticated when accessing the "personal page", it is not necessary to input the password here.

That is, for the user, the "personal page" is not only a link list to the "product AS page", but also a user's own dedicated portal site that can use e-mail (Web site serving as a starting point of the Internet).
Page, which is displayed first when the browser is started).

When the distribution of the barcode reader (4) cannot be made in time, or the barcode information (number) can be manually input from the keyboard for "trial use". In that case, access the "trial page" on the homepage of the information service company. The "trial page" is provided with a bar code number input field for inputting a bar code number. When a predetermined bar code number is input from a keyboard, the "product A"
An "S page" or a page on which information on the product is posted can be displayed.

Here, the bar code number is a number written below the bar code formed of black parallel lines, and the same number as the bar code information recorded in the bar code is represented by a numeral.

Basically, if the user is not the user who has the product, the barcode (5) is not at hand, so he does not know the barcode number. It is possible. Therefore, if the access to the “commodity AS page” is unrestricted for the manual access, the result may be contrary to the purpose of the after-sales service limited to the user in principle. Therefore, in the case of access by manual input of a bar code number, it is preferable to limit the services that can be used.

For example, when accessed by manual entry of a bar code number without using the bar code reader (4) or a personal page, a normal "product AS page" is displayed and service Use may be restricted, or W for product information dedicated to access by manual input from the beginning
An eb page may be provided and accessed there. In this embodiment, a normal “product AS page”
, So that users cannot use bulletin boards, chat participation, campaign applications, etc. In this case, the server (1) determines from the access route whether the access is made using a barcode reader or an access made by manually inputting a barcode number. Is set not to accept. Also, a predetermined after-sales service can be provided on the “product AS page” on condition that information other than the barcode information, for example, the serial number of the product is input, or the barcode (5) can be read again on the “product AS page”. A predetermined after-sales service may be provided on condition that the service is performed. As a result, it is possible to restrict the use of the “commodity AS page” by a person other than the user, so that the provision of the after-sales service to the user is not hindered.

[Second Embodiment] In the first embodiment, various after-sales services are provided to the customer by using the barcode (5) attached to the product. In the second embodiment, the after-sales service is mainly provided to the customers in the service industry. Is different.

Since the service is intangible, a bar code cannot be attached to the service itself. Therefore, there are roughly two possible methods. First, a brochure distributed to users along with the provision of services, an enrollment manual, a membership card, a receipt, a credit card, a cash card, a receipt, a medical examination ticket, a ticket, an airplane boarding pass, an admission ticket, a membership card, A bar code (5) can be attached to an article such as a shipping slip or a business card of a person in charge.

Another method is a method in which an e-mail is transmitted from a service provider to a user, and a barcode image is attached to the e-mail as an attached file. This method
This is particularly effective when it is not necessary to go to a store to receive the service, such as in a securities transaction or a flight ticket reservation on the Internet.

In this case, the user can print the barcode by opening the image file sent by e-mail and printing it with a printer. The user can read the printed barcode with the barcode reader (4) and access the “product AS page” related to the specific service as in the first embodiment.

When the E-mail is in a format in which the image can be directly included as the main body, the bar-code image may be transmitted as the main body without being attached to the document. or,
If the bar code reader (4) can read the bar code displayed on the monitor (display device) of the user terminal (3), the bar code displayed on the monitor can be directly read without printing the bar code. You may make it read.

The "product AS page" may be provided for each product by providing a specific product name or product number for the service used by the user. For example, names are given to various courses of life insurance, and a "product AS page" is provided for each course.

It should be noted that the ability to receive information and services on the "commodity AS page" is the same as in the first embodiment, but since the user has purchased an intangible service, there is also a specific after-sales service. It may be different from the body product. For example, after-sales services such as cancellation of air tickets, confirmation of mileage (use score), extension of video rental period, and change of insurance course can be provided.

The after-sales service in a broad sense includes not only the after-sales service for the provided service itself but also a service for convenience in providing the same service to the user who has used the service once. Can also be included. For example, for a customer who has eaten at a restaurant, "Recommended menu introduction", "Distribution of meal discount ticket" or "Meal reservation" for the next use is accepted on "Product AS page", or stayed at a hotel It is also possible to perform a process of accepting "inquiry of vacancy" or "reservation of accommodation" at the next use on the "product AS page" for the customer.

In the first embodiment, the bar code reader (4)
The ID is provided to identify the user. In the case of the present embodiment, the original individual ID is included as a barcode to be attached to an article such as a membership card and passed to the user, or a barcode to be transmitted to the user by e-mail. If a barcode is used, the user can be identified by the barcode itself without necessarily providing an ID in the barcode reader.

[Embodiment 3] Embodiments 1 and 2 use a bar code reader (4) connected to a personal computer, but the present embodiment differs from the embodiment in that a mobile telephone having a bar code function is used. In the present invention, the mobile phone is a concept including a mobile phone and a PHS. In the present embodiment, a mobile phone is used.

Although a bar code function may be provided to the mobile phone itself, a small bar code reader is attached to the data terminal of the mobile phone in this embodiment.

As in the first embodiment, the bar code reader is provided with an individual ID as in the first embodiment, and is transmitted at the time of access.
You may use as.

The other points are the same as those in the first embodiment. However, even if the user does not have a personal computer as a terminal,
The same after-sales service as in the first embodiment can be received using the mobile phone as a terminal.

[0136]

As described above, according to the present invention, it is possible to provide a user who has purchased a specific product or a user who has used a specific service with barcodes to easily provide a satisfactory after-sales service. it can.

In addition, the company has a place to interact with the user of a specific product or a specific service, and conducts “survey”, “development”,
It can be used for "marketing" and "sales". The user can not only exchange with a company, but also exchange by exchanging opinions between users of the same product service.

[Brief description of the drawings]

FIG. 1 is a diagram for explaining an outline of a system according to the present invention.

FIG. 2 is a diagram showing an example of a screen of a product AS page.

FIG. 3 is a diagram showing an example of a personal page screen.

[Explanation of symbols]

 (1) Server (2) Company (3) User terminal (4) Barcode reader (5) Barcode

──────────────────────────────────────────────────続 き Continued on the front page (51) Int.Cl. ⁷ Identification symbol FI Theme coat ゛ (Reference) G06K 17/00 G06K 17/00 LF Term (Reference) 5B058 CA40 KA02 KA04 YA20 5B075 ND20 ND36 PP03 PP05 PP13 PQ02 PQ46

Claims (19)

[Claims] 1. A terminal connected to a communication line, a barcode reader connected to the terminal, and a server capable of communicating with the terminal via the communication line, wherein the terminal has the barcode reader. The barcode information obtained by reading the barcode attached to the product can be transmitted to the server. The server has a database of barcode information and a web page for after-sales service for each product, and the terminal When the barcode information is received from the server, the database is searched to specify the bar-coated product, and the terminal is provided with the after-sales service W for the product.
An after-sales service providing system for transmitting an eb page. 2. A server connected to a communication line, the server including a database of barcode information and a Web page for after-sales service for each product to which the barcode is attached, and a terminal connected through the communication line. When the server receives the barcode information transmitted from the server, the server searches the barcode information database to identify the corresponding product, and transmits a web page for after-sales service for the product to the terminal. After-sales service providing system. 3. A terminal connected to a communication line, a barcode reader connected to the terminal, and a server capable of communicating with the terminal via the communication line. The bar code reader acquires the bar code information obtained by reading the bar code attached to the server, and transmits the obtained bar code information to the server. The server stores a database of bar code information and a web page for after-sales service for each service. When the barcode information is received from the terminal, the database is searched to identify the service to which the barcode is attached, and the after-service Web page for the service is transmitted to the terminal. An after-sales service providing system. 4. The bar code acquired accompanying the service is a bar code attached to an article received by the service user accompanying the provision of the service, or an image received by the service user by e-mail. The after-sales service providing system according to claim 3, wherein the system is printed or displayed. 5. A server connected to a communication line, wherein the server is associated with a database of barcode information on a barcode distributed to a user of the service in association with provision of the service. The service has a web page for after-sales service for each service, and when receiving barcode information transmitted from a terminal through a communication line, the server searches a database of barcode information and searches for a corresponding service. And transmitting an after-service Web page for the service to the terminal. 6. The after-sales service according to claim 1, wherein the bar code reader has an individual ID, and transmits the ID together with the bar code information when transmitting the bar code information. Service delivery system. 7. The server records the received barcode information or the URL of the after-service Web page to be transmitted to the terminal based on the barcode information, in association with the ID of the barcode reader sent together with the barcode information. The after-sales service providing system according to claim 6, wherein the system is capable of being provided. 8. The server can request personal information from a person who has transmitted and transmitted the barcode information, and associates the personal information obtained in response to the request with the ID of the barcode reader. 8. The after-sales service providing system according to claim 6, wherein recording is possible. 9. The after-sales service Web page includes at least a questionnaire, a bulletin board, a chat room,
The after-sales service according to any one of claims 1 to 8, characterized by having one of items of mail order, repair request, consultation, information provision, and complaint handling. Service delivery system. 10. The server can record a password as personal information of a person who has transmitted the bar code information and accessed the server, and can store a password from a Web page for after-sales service or a Web page linked from the Web page for after-sales service. A process corresponding to the instruction can be performed. For a predetermined process, a process of performing authentication using the password and an ID of a barcode reader used by a person who registered the password before performing the process. The after-sales service providing system according to claim 8 or 9, wherein the system comprises: 11. The server can create and store a personal Web page for each user and use it for the user.
The after-sales service according to any one of claims 1 to 10, wherein a link to a predetermined after-sales service Web page selected by the user can be set in the personal Web page. Delivery system. 12. The after-sales service providing system according to claim 11, wherein the server creates and stores a personal Web page for the user on condition that the user registers the user information. 13. The method according to claim 11, wherein the setting of the link of the personal Web page to the after-service Web page is performed by instructing the server from each after-service Web page. After-sales service providing system. 14. The server according to claim 1, wherein the server permits access to the personal Web page on condition that the server is authenticated by an ID and a password for specifying a user when accessing the personal Web page. 1
14. The after-sales service providing system according to claim 12 or claim 13. 15. The after-service providing system according to claim 14, wherein the ID of the bar code reader is also used as the ID for specifying the user. 16. The personal Web page is provided with a Web mail function that can be used by a user who uses the personal Web page.
The after-sales service providing system according to any one of claims 1 to 15. 17. The server has a trial Web page, and the trial Web page has a bar code number input field in which a bar code number can be entered by a key. When a barcode number is input to the barcode number input field from the terminal, information on a product or service corresponding to the barcode number can be transmitted and displayed on the terminal. An after-sales service providing system according to any one of claims 1 to 16. 18. A mobile phone as a terminal, and a small barcode reader attached to the mobile phone or a barcode reader mechanism provided in the mobile phone is used as a barcode reader. 18. The after-sales service providing system according to claim 3, or any one of claims 6 to 17. 19. The after-sales service provision according to claim 18, wherein the mobile telephone can transmit the telephone number of the mobile telephone together with the bar code information to the server, and the server can record the telephone number. system.