KR101667657B1 - Method of customer communication service using mobile phone and customer relationship management - Google Patents

Method of customer communication service using mobile phone and customer relationship management Download PDF

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Publication number
KR101667657B1
KR101667657B1 KR1020150122588A KR20150122588A KR101667657B1 KR 101667657 B1 KR101667657 B1 KR 101667657B1 KR 1020150122588 A KR1020150122588 A KR 1020150122588A KR 20150122588 A KR20150122588 A KR 20150122588A KR 101667657 B1 KR101667657 B1 KR 101667657B1
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mobile phone
customer
relationship management
management program
customer relationship
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KR1020150122588A
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Korean (ko)
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양진수
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(주) 태산정보기술
양진수
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/253—Telephone sets using digital voice transmission
    • H04M1/2535—Telephone sets using digital voice transmission adapted for voice communication over an Internet Protocol [IP] network
    • H04M1/72522—

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  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Strategic Management (AREA)
  • Accounting & Taxation (AREA)
  • Development Economics (AREA)
  • Finance (AREA)
  • General Physics & Mathematics (AREA)
  • Economics (AREA)
  • Marketing (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • Theoretical Computer Science (AREA)
  • Game Theory and Decision Science (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

A method of providing a customer communication service using a mobile phone according to the present invention is disclosed. A customer communication service method using a mobile phone includes the steps of: the mobile phone wirelessly connecting to the customer relationship management program; Performing an event for the mobile phone to process a call received from a customer or an event according to control of the customer relationship management program; And the mobile phone transmitting data relating to the event to a database device.
Therefore, according to the present invention, it is possible to efficiently manage the statistical information about the event by interlocking the mobile phone with the customer relationship management program.

Description

[0001] METHOD OF CUSTOMER COMMUNICATION SERVICE [0002] MOBILE PHONE AND CUSTOMER RELATIONSHIP MANAGEMENT [

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer communication service method using a customer relationship management (CRM) program, and more particularly, to a customer communication service method using a mobile phone The present invention relates to a customer communication service method capable of customer-customized customer communication by linking a customer relationship management program and a customer relationship management program online.

Generally, the customer's communication service is general for the customer's communication. The call center system for such customer communication communicates the requirements through the telephone consultation between the person who requested the consultation (hereinafter referred to as the customer) and the person handling the consultation And a variety of services corresponding thereto. In recent years, counselors have solved customer consultations using e-mails and web bulletin boards using the Internet. However, the customer consultation method using the telephone is performed in real time and is widely used because of its convenience because it uses voice directly.

1 is an exemplary diagram illustrating a call center system according to the prior art.

Referring to FIG. 1, the existing call center is operated by a computer telephony integration (CTI) server connecting a public switched telephone network and an Ethernet TCP / IP network. That is, when a customer sends a call to a call center of a company to receive a consultation, the company's exchange apparatus receives the call of the customer using an automatic announcement or the like. At this time, call information including a customer ID, a service code, and an agent ID is generated. Next, the CTI server requests and receives customer information from a database server connected to the Ethernet TCP / IP network using the call information. The exchange transmits the call signal to the agent's telephone, and when the CTI server transmits the customer information about the call to the agent's computer terminal, the agent refers to the customer information and processes the call.

Recently, there is a situation in which a fixed line phone is replaced with a mobile phone, that is, a smart phone. In such a situation, when a smartphone is used in a business call, there is an inconvenience that customer information must be registered on a smart phone or manually input a phone number. Also, according to the existing technology, there is a great inconvenience because the wired telephone used for customer consultation is not linked with the customer relationship management program containing customer information.

SUMMARY OF THE INVENTION It is an object of the present invention to solve the above-mentioned problems and to provide a mobile communication terminal and a mobile communication terminal, which do not use an existing call center system or an expensive CTI server (COMPUTER TELEPHONY INTEGRATION) And to provide a customized customer communication service method by directly linking the relationship management program.

According to another aspect of the present invention, there is provided a method of providing a customer communication service using a mobile phone, the method comprising: Wirelessly connecting to a customer relationship management program; Performing an event for the mobile phone to process a call received from a customer or an event according to control of the customer relationship management program; And the mobile phone transmitting data relating to the event to a database device.

Here, the event may include at least one of a telephone call, a telephone call, a recording start, a recording transmission, a text sending, and a text receiving.

The method may further include storing statistical information on the event in association with the operation of the mobile phone and the customer relationship management program in the database device.

Wherein the wirelessly connecting comprises: broadcasting in the customer relationship management program to connect one or more mobile phones and one or more customer relationship management programs in a one-to-one wireless manner; Receiving a broadcast in which the ID and the password match in the mobile phone; The mobile phone transmitting its IP to the customer relationship management program; And a step in which the customer relationship management program makes a Web socket connection using the IP.

Here, the step of the mobile phone performing an event may include: receiving a command packet from the customer relationship management program by the mobile phone; And performing a command corresponding to the command packet by the mobile phone.

According to the present invention, statistical information on an event can be efficiently managed by interlocking a mobile phone with a customer relationship management program. Also, various events of the mobile phone can be controlled by using the customer relationship management program. In addition, since the functions performed by expensive hardware equipment are realized by software, the economical efficiency can be enhanced.

1 is an exemplary diagram illustrating a call center system according to the prior art.
2 is an exemplary diagram illustrating a customer communication service system according to an embodiment of the present invention.
3 is an exemplary diagram showing data interlocking according to an embodiment of the present invention.
4 is an exemplary diagram showing a consultation program operating in a customer relationship management program according to an embodiment of the present invention.
5 to 7 are flowcharts of a method of a customer communication service using a mobile phone according to an embodiment of the present invention.

While the invention is susceptible to various modifications and alternative forms, specific embodiments thereof are shown by way of example in the drawings and will herein be described in detail. It should be understood, however, that the invention is not intended to be limited to the particular embodiments, but includes all modifications, equivalents, and alternatives falling within the spirit and scope of the invention.

The terms first, second, etc. may be used to describe various components, but the components should not be limited by the terms. The terms are used only for the purpose of distinguishing one component from another. For example, without departing from the scope of the present invention, the first component may be referred to as a second component, and similarly, the second component may also be referred to as a first component. And / or < / RTI > includes any combination of a plurality of related listed items or any of a plurality of related listed items.

It is to be understood that when an element is referred to as being "connected" or "connected" to another element, it may be directly connected or connected to the other element, . On the other hand, when an element is referred to as being "directly connected" or "directly connected" to another element, it should be understood that there are no other elements in between.

The terminology used in this application is used only to describe a specific embodiment and is not intended to limit the invention. The singular expressions include plural expressions unless the context clearly dictates otherwise. In the present application, the terms "comprises" or "having" and the like are used to specify that there is a feature, a number, a step, an operation, an element, a component or a combination thereof described in the specification, But do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, or combinations thereof.

Unless defined otherwise, all terms used herein, including technical or scientific terms, have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs. Terms such as those defined in commonly used dictionaries should be interpreted as having a meaning consistent with the meaning in the context of the relevant art and are to be interpreted in an ideal or overly formal sense unless explicitly defined in the present application Do not.

Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings. In order to facilitate the understanding of the present invention, the same reference numerals are used for the same constituent elements in the drawings and redundant explanations for the same constituent elements are omitted.

2 is an exemplary diagram illustrating a customer communication service system according to an embodiment of the present invention.

2, an entire customer communication service system according to an embodiment of the present invention includes a mobile phone 100 and a customer relationship management program 200, and may further include a database device 300. [

The mobile phone 100 is a mobile communication terminal that performs wireless data communication with the function of a voice telephone. The mobile phone 100 may be implemented in the form of a smart phone equipped with an iOS or an Android operating system, but is not limited thereto. Accordingly, various types of wireless terminals that perform the function of a voice telephone can be included in the mobile phone 100. [

The mobile phone 100 may be provided with an application (hereinafter referred to as a CTI application) that performs a CTI (computer telephony integration) function. The CTI application includes a software configured Wi-Fi status checking unit, a command transmitting / receiving unit, an information converting unit, an information encryption converting unit, an information storing unit and an information executing unit, a web socket server unit, a TCP / IP socket unit, . Each module that constitutes a CTI application can perform a function similar to the name of the corresponding module. The CTI application can perform its function in conjunction with the customer relationship management program 200 to be described later.

In addition, the mobile phone 100 may send data regarding the event to the database device 300. [ For example, the mobile phone 100 may store a recorded voice file during a telephone conversation with a customer in a storage memory in the mobile phone 100, and then transmit the recorded voice file to the database device 300. The transmitted voice file may be stored in the database device 300 and used as a database.

 The customer relationship management program 200 is a program that can be installed in a computer or a server connected to a network and can perform services such as customer information management and customer communication history management. The program is connected to a network, Service can be provided to the user. In addition, the customer relationship management program 200 can perform wireless communication with the mobile phone 100 described above. Accordingly, the customer relationship management program 200 can be operated in a computer or the like in which various wireless communication modules are configured to perform wireless communication.

Here, the wireless communication may be performed by a wireless communication system such as IEEE 802.11x (for example, 802.11a, 802.11b, 802.11g, 802.11n, 802.11ac, etc.), Bluetooth, Zigbee, Ultra Wide Band (UWB) And may include various wireless communication technologies such as Near Field Communication (NFC), Binary CDMA (Binary CDMA), Long Term Evolution (LTE), WiFi, and WiFi-Direct.

The customer relationship management program 200 may include a Wi-Fi status checking unit, a command transmitting / receiving unit, an information converting unit, an information encryption converting unit, an information storing unit and an information executing unit, a web socket client unit, and a TCP / IP socket client unit have. Each module (Wi-Fi status check unit, command transmitter / receiver, information conversion unit, information encryption / conversion unit, information storage unit, and information execution unit) constituting the customer relationship management program 200 has a function similar to the name of the corresponding module Can be performed.

3 is an exemplary diagram illustrating data interworking according to an embodiment of the present invention.

3, a screen in which the CTI application installed in the mobile phone 100 and the customer relationship management program 200 are linked with each other is shown. In particular, the function of the menu related to the phone in the customer relationship management program 200 can operate in conjunction with the CTI application of the mobile phone 100. [ That is, the customer relationship management program 200 can control various events performed in the mobile phone 100.

Here, the event may include at least one of a telephone call, a telephone call, a recording start, a recording transmission, a text sending, a text receiving, a reserved dialing and a text sending. For example, based on the customer information stored in the customer relationship management program 200, a user such as a consulting employee can make a call to the customer using the mobile phone 100 using the customer relationship management program 200. [ In addition, in outbound, the user can use the customer relationship management program 200 to make a scheduled telephone call to the mobile phone 100 for telephone consultation with the customer, . In addition, the customer relationship management program 200 can control flash, automatic answer (ARS), mute, redial, adjust phone volume, and display caller information.

4 is an exemplary view showing a consultation program operating in a customer relationship management program according to an embodiment of the present invention.

Referring to FIG. 4, a consultation program used in a call center or the like can also be interworked with a CTI application of the mobile phone 100. On the left side of FIG. 4, a menu for transmitting the command packet to the mobile phone 100 is shown, and information for customer management is shown on the right side.

The database device 300 is a device that stores and manages a database connected to the customer relationship management program 200 in a wired manner. Since this function of storing and managing the database in the entire system may be performed by the customer relationship management program 200, the database device 300 may correspond to the option.

In addition, the database device 300 may store statistical information about an event that the operation of the mobile phone 100 and the customer relationship management program 200 can be generated in association with each other. For example, statistical information regarding the number of calls using the mobile phone 100, the number of received characters, the talk time, the number of calls with an arbitrary customer, and the like can be stored.

Hereinafter, a customer communication service method using a mobile phone and a customer relationship management program according to an embodiment of the present invention will be described in detail with reference to FIG. 5 to FIG.

5 to 7 are flowcharts of a method of a customer communication service according to an embodiment of the present invention. Specifically, a customer communication service method according to the interlocking of the mobile phone 100 in which the CTI application is installed and the customer relationship management program 200 is shown.

Referring to FIG. 5, the mobile phone 100 can wirelessly connect to the customer relationship management program 200 (S510).

6, in order to wirelessly connect one or more mobile phones 100 with one or more customer relationship management programs 200, the customer relationship management program 200 may use a web socket module to connect the mobile phone 100 A message including the telephone number, the ID, and the password information may be broadcast (S511). That is, the user can input the ID and password and log in using the CTI application installed in the mobile phone 100. Also, the user can access the phone number, the ID and the password of the mobile phone to be connected through the customer relationship management program 200 And the customer relationship management program 200 can broadcast a message including the telephone number, ID, and password information of the mobile phone to be connected using the web socket module. At this time, the telephone number, the ID and the password may be encrypted.

Next, the mobile phone 100 can receive a broadcast having an identical ID and password (S512). That is, the mobile phone 100 can receive the message of the customer relationship management program 200 whose ID and password match in communication between the devices.

Next, the mobile phone 100 can transmit its IP to the customer relationship management program 200 that broadcasts a message having an identical ID and password (S513).

At the final stage of the connection, the customer relationship management program 200 can connect to the mobile phone 100 through the web socket using the IP received from the mobile phone 100 (S514).

If the user knows the IP of his or her mobile phone 100, the user enters the IP of the mobile phone 100 into the customer relationship management program 200, accesses the web socket, and transmits the ID and password to the mobile phone 100 100 and confirms the ID and the password of the mobile phone 100 that receives the ID and the password, so that the connection can be maintained.

Referring again to FIG. 5, the mobile phone 100 can perform an event according to the control of the customer relationship management program 200 (S520).

Specifically, referring to FIG. 7, the mobile phone 100 may receive an instruction packet from the customer relationship management program 200 (S521).

Next, the mobile phone 100 can execute a command corresponding to the command packet received from the customer relationship management program 200 (S522). That is, the mobile phone 100 can receive an instruction packet from the customer relationship management program 200 and perform an event by executing the corresponding instruction. Here, as described above, the event may include at least one of a telephone call, a telephone call, a recording start, a recording transfer, a text sending, and a text receiving.

Accordingly, the mobile phone 100 and the customer relationship management program 200 are interlocked with each other so that customer information provided in the customer relationship management program 200 can be checked in the user's own mobile phone 100, The customer information management program 200 can search for and connect to the customer information directly from the mobile phone 100 when a telephone connection with a customer managed by the program 200 is established, 100). In addition to this, the event can be performed in the same manner.

Finally, the mobile phone 100 may transmit data relating to the event to the database device 300 (S530). That is, the mobile phone 100 stores a file recorded during a call in a memory of the mobile phone 100, and then transmits the file to the database device 300 using a transmission module using a network (socket, FTP, or cloud) have. The information about the storage location of the transferred file and the file and information about the file can be stored in the database device 300 and used later for database search.

In addition, the database device 300 may store statistical information related to an event according to the operation of the mobile phone 100 and the operation of the customer relationship management program 200 (S540).

In addition, in the case of repeated general counseling, the database device 300 may generate a consultation file in advance, and the consultation point may be displayed as a title, and the consultation list may be provided to the mobile phone 100 as a general consultation list So that the user can select one or more of the general counseling list instead of describing the general counseling which is repeated when consulting with the customer, and the contents recorded in advance can be outputted. Therefore, when confirmation of customer information is required, So that the general consultation information can be transmitted.

In addition, the mobile phone 100 can transmit data necessary for consultation during consultation to a customer via a messenger or receive it from a customer, so that the mobile phone 100 photographs an abnormal state of the goods instantly and sends and receives image data. And the processing according to the determination and confirmation can be performed quickly. The contents of the consultation can be exemplified and stored and managed in the database device 300 together with the data, so that it can be used as the data of the counseling evaluation.

The methods according to the present invention can be implemented in the form of program instructions that can be executed through various computer means and recorded on a computer readable medium. The computer readable medium may include program instructions, data files, data structures, and the like, alone or in combination. The program instructions recorded on the computer readable medium may be those specially designed and constructed for the present invention or may be available to those skilled in the computer software.

Examples of computer readable media include hardware devices that are specially configured to store and execute program instructions, such as ROM, RAM, flash memory, and the like. Examples of program instructions include machine language code such as those generated by a compiler, as well as high-level language code that can be executed by a computer using an interpreter or the like. The hardware devices described above may be configured to operate with at least one software module to perform the operations of the present invention, and vice versa.

It will be apparent to those skilled in the art that various modifications and variations can be made in the present invention without departing from the spirit or scope of the invention as defined in the appended claims. It can be understood that it is possible.

100: mobile phone,
200: Customer relationship management program,
300: Database device

Claims (5)

A customer communication service method performed in an interworking system of a mobile phone and a customer relationship management program,
Wirelessly connecting the mobile phone to the customer relationship management program;
Performing an event for the mobile phone to process a call received from a customer or an event according to control of the customer relationship management program; And
The mobile phone transmitting data relating to the event to a database device,
Wherein the wirelessly connecting comprises:
Broadcasting a message including a phone number, an ID, and a password of a mobile phone to be connected using the web socket module in the customer relationship management program to connect one or more mobile phones and one or more customer relationship management programs in a one-to- ;
Receiving a broadcast in which the ID and the password match in the mobile phone;
The mobile phone transmitting its IP to the customer relationship management program; And
Wherein the customer relationship management program makes a web socket connection to the mobile phone using the IP,
The step of the mobile phone performing the event comprises:
The mobile phone receiving an instruction packet from the customer relationship management program; And
The mobile phone executing an instruction corresponding to the command packet,
Storing and managing a file in which a consultation message is recorded in the database device in advance;
Displaying a title of the consultation point as a general consultation list by the mobile phone;
At least one previously recorded file of the general consultation list selected by the user is outputted instead of the user's speaking about the general consultation repeatedly performed by the mobile phone, so that the customer does not wait when confirmation of the customer information is needed And transmitting general counseling information at the same time,
Receiving and storing and outputting data from a messenger of a customer connected to a messenger of the customer during consultation of the mobile phone;
And transmitting the data to a customer in consultation with the messenger of the customer in connection with the messenger of the customer during consultation of the mobile phone. delete In claim 1,
Storing statistical information on the event in association with the operation of the mobile phone and the customer relationship management program in the database device;
The method of claim 1, further comprising the steps of: storing the data exchanged with the customer through the messenger and judging, confirming, and processing the stored data in the database device. delete delete
KR1020150122588A 2015-08-31 2015-08-31 Method of customer communication service using mobile phone and customer relationship management KR101667657B1 (en)

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Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR20170011971A (en) * 2015-07-21 2017-02-02 (주) 큰사람 Callcenter system using smartphone

Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR101458368B1 (en) * 2014-04-28 2014-11-19 알서포트 주식회사 Session establishment method using relay server active connection of mobile terminal

Patent Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR101458368B1 (en) * 2014-04-28 2014-11-19 알서포트 주식회사 Session establishment method using relay server active connection of mobile terminal

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR20170011971A (en) * 2015-07-21 2017-02-02 (주) 큰사람 Callcenter system using smartphone

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