TWI863578B - Primary-secondary type customer relationship management system - Google Patents

Abstract

A primary-secondary type customer relationship management system comprises an upstream service manager module and a merchant module. The merchant module is used to directly or indirectly connect to a social networking platform to log in to a merchant member's merchant social networking account, to establish a social network friendship between the merchant social networking account and the member social networking accounts of multiple registered members, and to store the login information of the merchant social networking account for logging in to the social networking platform and using the merchant social networking account to send messages to and receive messages from each registered member. The merchant module also provides a push message setup interface for setting up the push messages to be pushed. The merchant module connects to the social networking platform to operate the merchant social networking accounts and push the push messages to the registered members through the merchant module. The u upstream service manager module provides the push messages that each merchant module decides to push to each registered member.

Description

Parent-child customer service relationship management system

The present invention relates to member management using a social platform, and in particular to a two-tier parent-child customer service relationship management system.

In addition to interpersonal interaction, social platforms are also widely used in customer service relationship management between businesses and customers.

The general application method is that merchants create merchant social accounts on social platforms, and establish friend links with users of social platforms through active and passive methods. Users who establish friend links become registered members of the merchant's merchant social account. Through friend links, merchants can use merchant social accounts to push various messages to registered members regularly or irregularly, and registered members can also use merchant social accounts to provide feedback. Furthermore, merchants can also create interactive robots through the API provided by the social platform to actively reply to questions from registered members. In addition, the pushed messages can also include button menus and discount coupons (provided in the form of two-dimensional barcodes or identification codes). The use of these button menus and discount coupons can be fed back to the merchant's merchant social account to count the interaction status of each registered member, and then the registered members can be grouped into levels, and further determine the differentiation of pushed messages.

However, the existing methods are limited to the interaction between a single merchant and its registered members. In some cases, such as chain operations, the merchant social account of the chain parent company and the merchant social accounts of each branch can only establish their own registered members and operate independently. The registered member management and promotion of each branch may have its own exclusive plan, which is not suitable for push through the merchant social account of the chain operation. On the contrary, when the merchant social accounts of each branch operate independently, the push messages of the merchant social account of the chain parent company must be manually pushed through the operators of the merchant social accounts of each branch. At the same time, for ordinary consumers, the same brand must register as a member of the merchant social account of the chain business parent company and the merchant social account of each branch separately, which is not an easy consumption method to accept.

In view of the above problems, the present invention proposes a parent-child customer service relationship management system to form a parent-child two-level customer service relationship management.

The present invention proposes a parent-child customer service relationship management system, which includes an upstream service manager module and a merchant module. The merchant module is used to directly or indirectly connect to a social platform to log in to a merchant social account of a merchant member; a friend link relationship is established between the merchant social account and the member social accounts of multiple registered members; the merchant module is used to store the login message of the merchant social account of the merchant member, so as to log in to the social platform and use the merchant social account to send and receive messages to each registered member. The merchant module also provides a message push setting interface for setting various push messages to be pushed. The merchant module is connected to the social platform to operate the merchant social account, and the push messages are pushed to each registered member through the merchant module. The upstream service manager module is used to provide push messages, and then each merchant module decides to push them to each registered member.

In at least one embodiment of the present invention, the merchant module provides a setting interface for merchant members to enter login information for the merchant social account.

In at least one embodiment of the present invention, the setting interface is used to input an API identification code, corresponding to the API provided by the social platform, so as to provide customized services through the merchant social account.

In at least one embodiment of the present invention, the API is used to connect to a third-party interactive website, obtain the information pushed by the third-party interactive website, and then push it to its registered members through the merchant's social media account.

In at least one embodiment of the present invention, the merchant module groups registered members according to their usage status, and each group corresponds to a different push message.

In at least one embodiment of the present invention, the push message includes a menu interface, providing multiple options for the registered members to select, and further connecting to an advanced push message.

In at least one embodiment of the present invention, each registered member responds to the push message and returns the merchant module as accumulated points to change the group described by the registered member.

In at least one embodiment of the present invention, each registered member's response to the push message is used as a reward for promotional points.

In at least one embodiment of the present invention, the push message may include an option to return the consumption status, which is used to generate consumption points and return them to the merchant module or the upstream service manager module, and then store the consumption points in a member database.

In at least one embodiment of the present invention, the upstream service manager module can push messages to the merchant social account of each store, and the merchant social account decides whether to push messages to each registered member of different groups based on the member grouping principle.

Through the parent-child customer service relationship management system of the present invention, a parent-child two-level customer service relationship management is formed. The merchant community account of the chain business parent company can be linked with the registered members of the merchant community account of each branch through the upstream service manager module. The customer relationship management platform can manage the customer service relationship between the merchant community account of each branch and its registered members. At the same time, it can also link the customer service measures of the merchant community account of the chain business parent company to form a parent-child two-level customer service relationship management.

100: Parent-child customer service relationship management system

110: Upstream service manager module

120: Merchant module

121: Hairdressing business module

122: Catering business module

123: Department store clothing business module

124: E-commerce merchant module

130: Member database

200: Social platform

300: Third-party interactive website

400: Merchant terminal device

500: Register member terminal device

Figure 1 is a system architecture diagram of the parent-child customer service relationship management system of the first embodiment of the present invention.

Figure 2 is an account relationship diagram of the parent-child customer service relationship management system of the first embodiment of the present invention.

Figure 3 is a login interface provided by the main platform in the parent-child customer service relationship management system of one or more embodiments of the present invention.

Figure 4 is a message push setting interface provided by the merchant module in the parent-child customer service relationship management system of one or more embodiments of the present invention.

Figure 5 is a system architecture diagram of the parent-child customer service relationship management system of the second embodiment of the present invention.

Figure 6 is a system architecture diagram of a subnet system of one or more embodiments of the present invention.

Please refer to FIG. 1 , which shows a parent-child customer service relationship management system 100 provided for the first embodiment of the present invention, including an upstream service manager module 110 and multiple merchant modules 120.

In the architecture of Figure 1, there are interconnected parent network systems and sub-network systems. The parent network system includes an upstream service manager module 110 and a member database 130. The sub-network system includes a plurality of merchant modules 120, each of which corresponds to an independently operated merchant member (physical merchant, online merchant or other form of profit-making unit), and each merchant module 120 has a corresponding merchant social account, which can log in to a social platform 200 to interact with registered members.

As shown in FIG1 , the upstream service manager module 110 can be connected to the social platform 200 for member registration management through the merchant social account, and provide multiple merchant modules 120 for connection, forming a parent-child two-level customer service relationship management of the upstream service manager social account and the merchant social account. Multiple merchant modules 120 can be indirectly connected to the social platform 200 and the third-party interactive website 300 through the upstream service manager module 110. In other words, the merchant module 120 or its merchant is not directly connected to the social platform 200, but indirectly connected to the social platform 200 through the upstream service manager module 110.

As shown in FIG1 , the upstream service manager module 110 is connected to the social platform 200 and connects and logs in to the merchant member's merchant social account through an API or the like. A friend link relationship is established between the merchant member's merchant social account and the member social accounts of multiple registered members (i.e., members recruited by the merchant's store). The upstream service manager module 110 is used to store the login messages of the merchant social accounts of multiple merchant members, so as to log in to the social platform 200 and use the merchant social account to send and receive messages to the merchant member's registered members. Merchant members can log in to their merchant module 120 through the merchant terminal device 400 to indirectly send and receive messages to registered members through the upstream service manager module 110 using their merchant social account.

For example, the social platform 200 may be the LINE® platform, and a merchant member registers a merchant social account on the social platform 200 (LINE® platform) (registering by directly connecting to the social platform 200 with the merchant terminal device 400, or registering indirectly through the upstream service manager module 110), and establishes a dedicated channel for providing services. The merchant module 120 provides a setting interface for merchant members to connect with their merchant terminal device 400 to input the merchant social account (e.g., LINE ID), login password, dedicated channel identification code (channel ID) and other login information of the merchant social account, so that the merchant module 120 can connect to the social platform 200 through the merchant module 120 and the upstream service manager module 110 to operate various settings of the merchant social account.

In addition, if the social platform 200 provides an API, an API ID can be further input for the merchant members to further provide customized services through the merchant social account. For example, the API can be used to create an interactive robot that responds to corresponding promotional messages through the client's operating behavior. In addition, some APIs can also be further connected to the third-party interactive website 300, and after obtaining the message pushed by the third-party interactive website 300, it can be pushed to its registered members through the merchant social account. For example, LINE Notify provided by the LINE® platform can be connected to GitHub, IFTTT, and Mackerel, so that the merchant social account can be linked to other services and pushed to its registered members. The connection between the merchant terminal device 400 and the registered member terminal device 500 shown in the figure is presented as a dotted line, mainly to illustrate that the connection between them is not necessarily P2P, but forwarded through the mother network system.

In addition, the merchant module 120 can also connect to the third-party interactive website 300 through the upstream service manager module 110, for example, through the webhook service. The third-party interactive website 300 receives the registered member message forwarded by the merchant module 120 (from the registered member terminal device 500); if the registered member message meets the subscribed preset trigger event, the webhook can issue a notification corresponding to the trigger event when the trigger event occurs, and then the merchant social account will send it to the registered member.

The aforementioned message can be used to establish a friend link between a registered member account and a merchant social account. The merchant module 120 forwards the invitation to establish a friend link to the third-party interactive website 300 through the upstream service manager module 110. The message of establishing a friend link itself can be a trigger event, and the notification corresponding to the trigger event is a welcome message. At this time, the welcome message can be sent to the upstream service manager module 110, and then the upstream service manager module 110 sends it to the registered member account with the corresponding merchant social account.

As shown in FIG1 , the upstream service manager module 110 may be the head office of a chain enterprise, a shopping street association, etc. Through the hierarchical relationship or cooperative relationship between the upstream service manager module 110 and the merchant members, the upstream service manager module 110 provides upstream services to the merchant module 120, and then the upstream service manager module 110 pushes the services to the registered member terminal devices 500 of the registered members of each merchant member through the merchant social network account.

As shown in FIG2 , a specific implementation application is a chain enterprise as an upstream service manager module 110, which has multiple branches. Each branch registers its merchant community account through the merchant module 120 of the parent-child customer service relationship management system 100. Each branch can recruit members on the social platform 200 through its merchant community account, and form a friend relationship between its merchant community account and the member community accounts of multiple different registered members.

For example, each branch (merchant member) can first obtain a merchant social account provided by the social platform 200 through the social platform 200. Here, the LINE ® platform is used as an example of the social platform 200. The merchant member (the manager of each branch) registers a merchant social account on the social platform 200 (LINE ® platform) and establishes a dedicated channel for providing services. The merchant social account is transmitted to the merchant module 120, and then forwarded to the upstream service manager module 110 and stored in the member database 130. Subsequently, the connection to the social platform 200 and the operation of the merchant social account can be executed by the upstream service manager module 110, so that the upstream service manager module 110 can uniformly manage multiple merchant social accounts.

Therefore, as shown in FIG3 , the parent-child customer service relationship management system 100 provides a login interface (with a dedicated URL) for merchant members to enter login information such as the administrator account, administrator password and/or verification code, and then log in to the merchant module 120.

As shown in FIG4 , after logging in, the merchant module 120 can provide a message push setting interface, and the administrator can use this message push setting interface to decide the various push messages to be pushed through the upstream service manager module 110 to the social platform 200. For example, registered members are grouped according to their usage status (registered member group 1 to registered member group 3), and each group corresponds to a different push message. In addition to simple text messages, this push message can also include a menu interface, providing multiple options for registered members to select, and further connecting to advanced push messages, such as the second-level menu, promotional discount barcodes, etc.

Alternatively, the menu option can be used as a trigger event and returned to the upstream service manager module 110, which then sends it to the third-party interactive website 300. The third-party interactive website 300 issues a notification corresponding to the trigger event based on the content of the trigger event, which is then sent to registered members by the upstream service manager module 110 using the merchant social network account.

Registered members can also respond to the push message and send it back to the upstream service manager module 110 as accumulated points to change the group described by the registered member, or as points for feedback promotion. For example, in the catering industry, the push message can include the option of "send back consumption status"; after the registered member consumes at the store, the registered member can obtain the consumption point accumulation barcode through the push message for the store to scan, and the consumption points generated are sent back to the upstream service manager module 110. The upstream service manager module 110 can store the consumption points in the member database 130 for the registered member to call for the consumption point accumulation. For example, every 100 yuan spent can earn 10 points, and every 1,000 points can be used to obtain promotional gifts or services. Therefore, the push message can also include a push message of promotional gifts or services, which is used to generate a usable promotional barcode based on the accumulated consumption points. After the store scans, the promotional barcode in the push message is in use, and the corresponding points are deducted from the accumulated consumption points.

As shown in FIG2 , the upstream service manager module 110 can also push the push message provided by the mother network system to the merchant community account of each store (merchant member), and then the merchant community account decides whether to push it to the registered members of different groups according to the member grouping principle. For example, if the upstream service manager module 110 decides to provide product discounts in a specific area, the upstream service manager module 110 can push its product discount coupons through the merchant community accounts belonging to the specific area, and each merchant community account decides whether to push it to the registered members of different groups according to the member grouping principle. For example, the upstream service manager module 110 decides to give gift coupons to registered members who have accumulated 1,000 points of consumption points in stores in Taipei City within a certain period of time. Then, the upstream service manager module 110 will enter the relevant message push (gift coupon) with the merchant social account corresponding to Taipei City. At the same time, the upstream service manager module 110 calls the consumption point accumulation status (member interaction status) of each registered member from the member database 130 to determine the registered member to push the message, and issue the discount coupons to the corresponding registered member account. The registered member can receive the discount coupon through the registered member terminal device 500.

The upstream service manager module 110 can also be operated by the initiator of the shopping street association, and there are multiple merchants (merchant members) in the shopping street. Each merchant (merchant member) registers its merchant social account through the parent-child customer service relationship management system 100 and can connect to the merchant module 120. Through the interaction between the upstream service manager module 110 and the merchant module 120, the initiator of the shopping street association and multiple merchants in the shopping street can also form a parent-child affiliation relationship, and the shopping street association can provide its promotional offers, which are pushed to its registered members by each merchant through its merchant module 120 and the upstream service manager module 110.

Please refer to FIG. 5 , which is a parent-child customer service relationship management system 100 provided for the second embodiment of the present invention, including an upstream service manager module 110 and multiple merchant modules 120. The second embodiment also includes a parent network system and a sub-network system that are interconnected. The composition of the parent network system and the sub-network system is roughly the same as that of the first embodiment, and will not be repeated below.

As shown in FIG. 2 , multiple merchant modules 120 can be connected to the same or different social platforms 200 for member registration management through their merchant social accounts. Multiple merchant modules 120 are also connected to the upstream service manager module 110, forming a parent-child two-level customer service relationship management in which the upstream service manager social account is connected to the merchant social account. Multiple merchant modules 120 can also be indirectly connected to the third-party interactive website 300 through the upstream service manager module 110. In other words, the merchant module 120 or its merchant of the second embodiment is directly connected to the social platform 200 and operates its merchant social account.

As shown in FIG. 2 , each merchant module 120 is connected to the social platform 200 and connects and logs in to the merchant social account of the merchant member through API or the like. The merchant member can connect to the merchant module 120 through its merchant terminal device 400 to log in to the social platform 200 and use the merchant social account to send and receive messages to the merchant member's registered members. The merchant module 120 provides a setting interface for the merchant member to connect with its merchant terminal device 400 to input the merchant social account (e.g., LINE ID), login password, exclusive channel identification code (channel ID) and other login information of the merchant social account, so that the merchant module 120 can be connected to the social platform 200 through the merchant module 120 to operate various settings of the merchant social account.

In addition, the merchant module 120 can also connect to the third-party interactive website 300 through the upstream service manager module 110, for example, through the webhook service. The third-party interactive website 300 receives the registered member message forwarded by the merchant module 120 (from the registered member terminal device 500); if the registered member message meets the subscribed preset trigger event, the webhook can issue a notification corresponding to the trigger event when the trigger event occurs, and then the merchant social account will send it to the registered member.

As shown in FIG3 , after logging in, the merchant module 120 can provide a message push setting interface, and the administrator can use this message push setting interface to determine the various push messages to be pushed through the social platform 200. Alternatively, the menu options can be used as trigger events and returned to the upstream service manager module 110, which is then sent to the third-party interactive website 300 by the upstream service manager module 110. The third-party interactive website 300 issues a notification corresponding to the trigger event based on the content of the trigger event, and then the upstream service manager module 110 notifies the merchant module 120 to send it to registered members using the merchant's social account.

As shown in Figure 2, the upstream service manager module 110 can also push the push message provided by the mother network system to the merchant module 120 of each store (merchant member), and then the merchant module 120 uses its merchant social account to decide whether to push it to registered members of different groups according to the member grouping principle. For example, if the upstream service manager module 110 decides to provide product discounts in a specific area, the upstream service manager module 110 can send its product discount coupons to the merchant modules 120 belonging to the specific area, and the merchant module 120 operates its merchant social account to decide whether to push it to registered members of different groups according to the member grouping principle.

Please refer to FIG. 6 , which is an example of a subnet system that can be applied to the first embodiment or the second embodiment. The multiple merchant modules (or merchant members) in the subnet system do not need to belong to the same type of business, but can be different types of businesses. For example, the same subnet system can simultaneously have a hairdressing merchant module 121, a catering merchant module 122, a department store and clothing merchant module 123, and an e-commerce merchant module 124. The upstream service manager module 110 can decide which business to push the messages to based on the content of the pushed messages, and push the messages to the corresponding merchant modules. When the parent company of the chain business is a complex group, a variety of different businesses can still be managed through a single parent network system and a single upstream service manager module 110. The subnet structure shown in Figure 5 is more in line with the type of the initiator of the shopping street association. Because the multiple merchants in the shopping street often belong to different types of businesses, the initiator of the shopping street association can decide to push messages to all merchant modules regardless of business, or only to merchant modules of specific businesses.

Through the parent-child customer service relationship management system 100 of the present invention, a parent-child two-level customer service relationship management is formed. The upstream service manager community account of the chain business parent company can be linked with the registered members of the merchant community account of each branch through the upstream service manager module 110. The merchant module 120 can manage the customer service relationship between the merchant community account of each branch and its registered members. At the same time, it can also link the customer service measures provided by the upstream service manager community account of the chain business parent company to form a parent-child two-level customer service relationship management.

100: Parent-child customer service relationship management system

110: Upstream service manager module

120: Merchant module

130: Member database

200: Social platform

300: Third-party interactive website

400: Merchant terminal device

500: Register member terminal device

Claims (10)

A parent-child customer service relationship management system includes: a merchant module, which is used to directly or indirectly connect to a social platform to log in to a merchant social account of a merchant member; the merchant social account establishes a friend link relationship with the member social accounts of multiple registered members; wherein the merchant module also provides a message push setting interface for setting various push messages to be pushed, the merchant module is connected to the social platform to operate the merchant social account, and through the merchant module Push these push messages to each registered member; and an upstream service manager module, which is used to store a login message of the merchant social account of the merchant member and provide its push message, and then the merchant module decides whether to push it to each registered member; wherein, the merchant module logs in to the social platform through the login message stored by the upstream service manager module, and the merchant module uses the merchant social account to send and receive messages to each registered member of the merchant member. The parent-child customer service relationship management system as described in claim 1, wherein the merchant module provides a setting interface for the merchant member to input the login information of the merchant social account. As described in claim 2, the parent-child customer service relationship management system, wherein the setting interface is used to input an API identification code, corresponding to the API provided by the social platform, so as to provide customized services through the merchant social account. As described in claim 3, the parent-child customer service relationship management system, wherein the API is used to connect to a third-party interactive website, obtain the message pushed by the third-party interactive website, and then push it to its registered members through the merchant's social media account. As described in claim 1, the parent-child customer service relationship management system, wherein the merchant module groups registered members according to their usage status, and each group corresponds to a different push message. As described in claim 5, the parent-child customer service relationship management system, wherein the push message includes a menu interface, providing multiple options for the registered members to select, and further connecting to an advanced push message. As described in claim 5, the parent-child customer service relationship management system, wherein each registered member responds to the push message and returns the merchant module as accumulated points to change the group described by the registered member. As described in claim 5, the parent-child customer service relationship management system, wherein each registered member's response to the push message is used as a reward promotion point. As described in claim 8, the parent-child customer service relationship management system, wherein the push message may include an option to return the consumption status, which is used to generate a consumption point and return it to the merchant module or the upstream service manager module, and then store the consumption point in a member database. In the parent-child customer service relationship management system as described in claim 1, the upstream service manager module can push the push message to the merchant social account of each store, and the merchant social account decides whether to push it to each registered member of different groups based on the member grouping principle.

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