KR20010016151A - Solution of Instant Messanger Call Center - Google Patents

Abstract

PURPOSE: A method for constructing call center using instant messenger is provided to enable a user to receive a reply promptly by rendering an instant messenger to communicate to both directions. CONSTITUTION: A person in charge of marketing(510) inputs a message to be transmitted to a client. and sends a condition for searching a client to be received the message to a client management server(520)(A01). A server(520) searches a client DB(530) and obtains client information met to the condition(A02). The read client information is converted a packet met to a communicating protocol in the server(520), sends to an IM Comm. server(470)(A03). A server checks a message receiving address of a client, searches a proper type(1-N) agency for transmitting data, and sends a message through the agency. The agency sends a message to the clients using the same IM client using the ID registrated the corresponding IM client(A05). If the client received the message sens a reply for requesting information, the client can counsel. The server receives the reply for the counselling and sends to an exchanger(550)(A06). The exchanger(550) examines a counselor(A07) and sens a reply to the counselor(A08).

Description

How to build a call center using instant messenger {Solution of Instant Messanger Call Center}

The present invention relates to a method of delivering marketing information using conventional instant messaging (IM) technology and connecting a return call to the call center through a message or voice.

This is a marketing method that can be used as part of the customer relationship management (CRM) method, which has been in the spotlight as a recent marketing method. It is about marketing technology.

CRM is a solution that collects and analyzes customer data using various channels and sources and strategically utilizes them. To this end, the effect can be maximized only when it is based on an overall framework based on information technology (IT).

In particular, IT needs to balance the elements that support customer DB and front-end tasks. As shown in FIG. 1, the IT Framework for CRM is in contact with customers in various ways in terms of marketing, sales, and services, respectively.

In such customer interaction applications, channels exist such as Web (EC technology), Voice (CTI, IVA), Delayed SVC (DM, Fax), and Face to Face (service).

As one of the optimal solutions for various elements of the CRM, the present invention aims to focus on the real-time communication solution according to the present invention as another channel that becomes one of the points of contact with the customer.

Conventional call centers were mainly conducted in the form of responding to customer telephone inquiries by using only wired and wireless telephones. In addition, with the strengthening of marketing in cyberspace, it is possible to chat with text or chat with moving picture. However, in the case of chat, it is necessary to develop another program in that it is possible through a chat program, while the method according to the present invention is not a separate program, but also through the setting between the server and the client using a conventional instant messenger program. It is possible to operate the call center sufficiently.

Therefore, the present invention enables not only wired and wireless telephones and chats, but also operation of call centers through instant messengers.

An object of the present invention is to technically implement an IM call center construction method and an operation method capable of transmitting a large amount of marketing information and receiving return calls of users responding to the marketing information.

1 is a conceptual diagram of the IT Framework

2 is a block diagram of the IT Framework

3 is a conceptual diagram of a call center according to the present invention

4 is a block diagram of a call center according to the present invention

5 is a flowchart illustrating the operation of a call center according to the present invention.

6 is a data processing flowchart of the call center according to the present invention.

* Explanation of Abbreviations

IM: Instant Message, Instant Messanger

IM Comm. Server: Instant Messanger Communication Server

CRM: Customer Relationship Management

IT: Information Technology

DM: Direct Mail

D / W: Data Warehouse

Looking at the drawings will be described in more detail with respect to the present invention.

First of all, the targeting work is performed to select the customers who meet the conditions. To this end, as shown in Fig. 1, contact points with customers are formed in each aspect of marketing, sales, and service, and tools for this include Web-EC techonology, Voice-CTI / IVR, Delayed SVC-DM, Fax, and Face to Face-Service. . In addition, information occurs in the business areas of companies such as inventory management, logistics, manufacturing, procurement, accounting, and services, and the collected information is stored in the DB 101 through the classification and screening process, and is used for future marketing. Will be used.

The concept of the call center according to the present invention is a product and customer information D / W 240 is established in the business process as shown in Figure 2 and various information using the information by the hand of the personnel or automated system for this information Activity occurs. If the CRM-related Business Manager 230 that manages this for the customer functions as an information manager, the call center 220 that manages the channel 210 with each customer actually functions as an operation manager.

In other words, as shown in Fig. 3, the call center is present in both aspects of marketing in terms of management of marketing managers and customer requests in terms of customer information management.

As seen above, the system according to the present invention uses the core axis to operate in the form of a cyber call center for inbound calls generated when the marketing information transmitted to an external customer responds to the marketing sender from the customer. This will be described with reference to FIG. 4.

Firstly, the marketing system interface A is a system that generates marketing analysis and events and includes a management server for a customer. And IM Comm. With the cyber call center (B) according to the present invention. The server 470 transmits and receives information, and the server 470 generates a protocol based on XML to use an agency that transmits and receives a message for each channel C of each customer. Thus, the present message may be transmitted to another IM Server 430, or may be transmitted to the WAP (or SMS) Server 440, and the transmission and reception of each other service may be performed.

In more detail, an embodiment according to the present invention will be described in FIG. 5. First, the marketer 510 inputs a message to send to the customer, and sends the conditions for searching for the customer who will receive the message to the customer management server 520 (A01). The server 520 retrieves the customer DB 530 and obtains information of customers who meet the conditions (A02). The information at this time is information about customers who meet the marketing conditions such as age, occupation, gender, place of residence, and income.

The read customer information is made into a packet suitable for the communication protocol by the server 520 again and the IM Comm. It sends to the server 470 (A03).

The server 540 checks the message receiving address of the customer, finds an agency of a suitable type (1-N) to transmit the message, and sends the message through it (A04). The customer's address is like an e-mail addressing system. For example, if the IM program is ABC, and the host name of this type agency is ABC.nextware.co.kr, and the ABC number of the customer who uses ABC is 12345678, the address of this customer is 12345678@ABC.nextware.co becomes .kr

The Agency sends a message to the customer using the same IM Client using the ID registered in the IM client (A05). If you want to send a message to an ABC customer, you must also be a registered ABC user. If the ABC number of the client manager is 87654321, the agency for ABC is connected to the ABC network using this number. The Agency for ABC will act as the ABC Client program.

The customer who received this message has a question and can reply to the message. At this time, the customer sends a reply to the number of the customer manager registered in the ABC, the reply is received by the server 540 and is sent back to the exchange 550 (A06).

The exchange 550 examines the counselor who can consult (A07), and delivers a reply to the counselor (A08). This process is illustrated in FIG.

As shown in Figure 6, when a message arrives from the customer (S01), whether the current consultation is available or possible conditions (S02), if consultation is not possible, consultation with the message that the consultation is not possible Guide time (S03). For example, if the consultation time is 9:00 am to 7:00 pm on weekdays and the reply to the message arrives on a holiday, before 9:00 am on weekdays or after 7:00 pm, "Counseling is not available at this time. If you would like, please contact us between 9am and 7pm on weekdays. "

If the counseling time is available, check whether there is a counselor who can consult (S04), and if there is a counselor, the counselor immediately connects to the counselor (S07). In addition, if there is no counselor available, the customer will be sent a message, "Now the agent is in consultation" (S05), register a counseling reservation call, and send a message that "counseling is reserved" (S06).

When the customer is connected to the agent, the consultation is proceeded by opening a screen window or a message transmission method in real-time chat (S08), when the consultation is terminated, the agent sends a termination message to the exchange (S09). The exchange checks again whether there is a customer in the reservation, and connects the agent in order (S10).

According to the present invention, in a company seeking a marketing method using CRM, it is possible to secure another channel with the customer, and have an effect of securing the customer by a method called an immediate response from the targeted customer. . In other words, instant messenger is a two-way communication medium that can communicate with each other, rather than a message provided in one-way, so that it can receive a reply immediately after transmitting the information and communication is possible.

In addition, since the network is developed, it is a real-time marketing solution mainly targeting young people in their 2-30s who use instant messengers, so it is suitable for marketing for n generations, and can be appropriately used for marketing strategies of companies targeting them.

In addition, the embodiment according to the present invention is not limited only to the method as illustrated above, and can be simultaneously applied to all forms of technical approaches based thereon.

Claims (1)

In a marketing method using an instant messenger (IM), a marketing method is constructed according to the following steps to transmit marketing information and to operate a call center for a user who has a response thereto. (1) an administrator sending marketing information using an instant messenger (IM) based on the secured customer list; (2) When sending a reply or inquiry on the marketing information received by the customer, the IM Comm. Receiving at the server and delivering to the call center through the exchange; (3) checking whether there is a counselor who can consult in a call center, and if there is no counselor who can consult, making a reservation with a waiting message; (4) if there is a counselor who can consult in the above (3), connecting the counselor to provide counseling and services to the customer using the IM; Real time IM marketing method