CUSTOMER SUPPORT SYSTEM AND CUSTOMER SUPPORT METHOD

• US 20180060872A1
• Filed: 08/04/2017
• Published: 03/01/2018
• Est. Priority Date: 08/09/2016
• Status: Active Application

• Current Assignee: Hitoshi Ishida
• Original Assignee: Hitoshi Ishida
• Inventors: ISHIDA, Hitoshi
• Application Number:
  US15/669,888
• Publication Number:
  US 20180060872A1
• Time in Patent Office: Days
• CPC Class Codes: G06F 11/0709 in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
• CPC Class Codes: G06F 11/0778 Dumping, i.e. gathering error/state information after a fault for later diagnosis
• CPC Class Codes: G06F 11/079 Root cause analysis, i.e. error or fault diagnosis in a hardware test environment G06F11/22; in a software test environment G06F11/36
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G07C 5/02 Registering or indicating driving, working, idle, or waiting time only apparatus forming part of taximeters G07B13/00

Abstract

There has not been a service for integrally supporting a customer from a time of purchasing a product through a time of purchasing a next new product, wherein use state information on product users is collected and analyzed with respect to deterioration and abnormality conditions while using the product, product resale time and time of purchasing a new product.

This invention provides a customer support system for integrally supporting a customer, aiming to maximize benefits of the customer at the time of using the product, mending/repairing and reselling/selling the product after having used the product, and purchasing a next new product.

Claims

1. A customer support system provided with multiple first devices and one or more second devices connected to the multiple first devices via a first network, wherein

each of the multiple first devices is provided with a use state/situation support information display unit which displays, as use state/situation support information, the past, present and future use state information, use situation information and user habit information on each of the multiple first devices, and

a device information display unit which displays, as device information, information representing each of the multiple first devices in order for each of the multiple first devices to transmit/receive information with the one or more second devices via the first network using transmission/reception units described below, and wherein

the multiple first devices and the one or more second devices are provided with transmission/reception units which mutually transmit/receive the use state/situation support information that each of the multiple first devices displays, via the first network using the device information.

4. The customer support system according to claim 1, wherein

each of the multiple first devices is further provided with an economy/environment/safety support information display unit which displays, as economy/environment/safety support information, at least one piece of the past, present and future economy information, environment information and safety information on each of the multiple first devices on the basis of at least one piece of the use state/situation support information, the deterioration/abnormality analysis support information, the mending/repair support information, the resale support information and the buying company information, and

the transmission/reception units in each of the multiple first devices and the one or more second devices further mutually transmit/receive the economy/environment/safety support information on each of the multiple first devices via the first network.

6. The customer support system described in claim 1, wherein

at least any one of the multiple first devices or the one or more second devices is provided with:

a storage unit which stores at least one piece of information that each unit in each of the multiple first devices displays, and information that is transmitted/received by the transmission/reception units, and

an information analysis information display unit which executes at least one of collection, analysis and calculation of each piece of information stored in the storage unit, as information analysis information,

the one or more second devices storing, in the storage unit in the second device, at least one piece of use state/situation support information, deterioration/abnormality analysis support information, mending/repair support information, resale support information, buying company information, economy/environment/safety support information and new device purchase support information on multiple third devices compared with the multiple first devices;

a third device information display unit which acquires, from the one or more second devices via the network using the transmission/reception units in the multiple first devices, and displays at least one piece of use state/situation support information, deterioration/abnormality analysis support information, mending/repair support information, resale support information, buying company information, economy/environment/safety support information and new device purchase support information on multiple third devices compared with the multiple first devices, in each of the multiple first devices;

a display unit which displays at least one piece of information among information displayed on each unit in each of the multiple first devices;

a control unit which controls at least one of the units in each of the multiple first devices;

a location information display unit which displays at least one piece of location information on the multiple first devices and the multiple third devices compared with the multiple first devices; and

second transmission/reception units which mutually transmit/receive, among the multiple first devices via a second network, each piece of information displayed on the units in each of the multiple first devices, and wherein the transmission/reception units in the multiple first devices and the one or more second devices further mutually transmit/receive at least one piece of the location information on the multiple first devices or the multiple third devices compared with the multiple first devices and the information analysis information.

7. The customer support system described in claim 4, wherein when the multiple first devices are vehicles,

the economy/environment/safety support information display unit is further provided with

a drive start time detection unit which detects a vehicle drive start time (time of driving an engine or motor) of the vehicle,

a drive stop time detection unit which detects a vehicle drive stop time of the vehicle,

a running distance measurement unit which starts, when the drive start time detection unit has detected the vehicle drive start time, measurement of a vehicle running distance accordingly after the detection, and stops, when the drive stop time detection unit has detected the vehicle drive stop time, the measurement of the vehicle running distance accordingly after the detection, then displays the measured vehicle running distance, and

a running energy measurement unit which measures a consumption of running energy consumed by the vehicle for funning the vehicle running distance that the running distance measurement unit has measured, wherein

the economy/environment/safety support information display unit is further provided with an identification-attached vehicle running information display unit which attaches identification information to at least one of the vehicle drive start time, the vehicle drive stop time, the vehicle running distance and the running energy consumption, associates (links) two or more of the vehicle drive start time, the vehicle drive stop time, the vehicle running distance and the running energy consumption with one another, to generate identification-attached vehicle running information, and stores the generated identification-attached vehicle running information at least one of storage units in the multiple first devices and the one or more second devices,

an average vehicle speed display unit which uses the vehicle drive start time, the vehicle drive stop time and the vehicle running distance, to calculate an average vehicle speed of the vehicle that has run the vehicle running distance, and an energy consumption cost display unit which uses the running energy consumption and the price of the drive energy per unit, the price having been acquired separately in advance, to calculate a consumption cost of energy that the vehicle has consumed to run the vehicle running distance.

12. The customer support system described in claims 4, wherein:

any one of the multiple first devices and the one or more second devices is further provided with

a storage unit which stores at least one piece of information that the units in each of the multiple devices display, and information that is transmitted/received by the transmission/reception units, and

an information analysis information display unit which executes at least one of collection, analysis and calculation of each piece of information stored in the storage unit, as information analysis information;

the one or more second devices are each provided with a third device information display unit which stores, in the storage unit of the second device, at least one piece of use state/situation support information, deterioration/abnormality analysis support information, mending/repair support information, resale support information, buying company information, economy/environment/safety support information and new device purchase support information on multiple third devices compared with the multiple first devices, and

acquires, from the one or more second devices via the network using the transmission/reception units of the multiple first devices,

and displays at least one piece of the use state/situation support information, deterioration/abnormality analysis support information, mending/repair support information, resale support information, buying company information, economy/environment/safety support information and new device purchase support information on multiple third devices compared with the multiple first devices, in each of the multiple first devices,

a display unit which displays at least one piece of information among information displayed on the units in each of the multiple first devices,

a control unit which controls at least one of the units in each of the multiple first devices,

a location information display unit which displays at least one piece of location information on the multiple first devices or the multiple third devices compared with the multiple first devices, and

second transmission/reception units which mutually transmit/receive, among the multiple first devices via a second network, each piece of information displayed on the units in each of the multiple first devices; and

the transmission/reception units in the multiple first devices and the one or more second devices further mutually transmit/receive at least one piece of the location information and the information analysis information on the multiple first devices or the multiple third devices compared with the multiple first devices.

15. The customer support system described in claim 6, wherein when the multiple first devices are vehicles, the economy/environment/safety support information display unit is further provided with

a drive start time detection unit which detects a vehicle drive start time (time of driving an engine or motor) of the vehicle, a drive stop time detection unit which detects a vehicle drive stop time of the vehicle,

a running distance measurement unit which starts, when the drive start time detection unit has detected the vehicle drive start time, measurement of a vehicle running distance accordingly after the detection, and stops, when the drive stop time detection unit has detected the vehicle drive stop time, the measurement of the vehicle running distance accordingly after the detection, then displays the measured vehicle running distance,

a running energy measurement unit which measures a consumption of running energy consumed by the vehicle for funning the vehicle running distance that the running distance measurement unit has measured, wherein

the economy/environment/safety support information display unit is further provided with an identification-attached vehicle running information display unit which attaches identification information to at least one of the vehicle drive start time, the vehicle drive stop time, the vehicle running distance and the running energy consumption, associates (links) two or more of said features with one another, to generate identification-attached vehicle running information, and stores the generated identification-attached vehicle running information in at least one storage unit in the multiple first devices or the one or more second devices,

an average vehicle speed display unit which uses the vehicle drive start time, the vehicle drive stop time and the vehicle running distance, to calculate an average vehicle speed of the vehicle that has run the vehicle running distance, and an energy consumption cost display unit which uses the running energy consumption and the price of the drive energy per unit which has been acquired separately in advance, to calculate a consumption cost of energy that the vehicle has consumed to run the vehicle running distance.

2. A customer support system provided with multiple first devices and one or more second devices connected to the multiple first devices via a first network, wherein

each of the multiple first devices is provided with a use state/situation support information display unit which displays, as use state/situation support information, the past, present and future use state information, use situation information and user habit information on each of the multiple first devices,

a deterioration/abnormality analysis support information display unit which displays, as deterioration/abnormality analysis support information, information pertaining to the past, present and future deterioration and abnormality of each of the multiple first devices, on the basis of the use state/situation support information,

a mending/repair support information display unit which displays, as mending/repair support information, at least one of mending/repair methods and mending/repair companies for each of the multiple first devices on the basis of the deterioration/abnormality analysis support information, and a device information display unit which displays, as device information, information representing each of the multiple first devices in order for each of the multiple first devices to transmit/receive information with the one or more second devices via the first network using transmission/reception units described below, and wherein

the multiple first devices and the one or more second devices are provided with transmission/reception units which mutually transmit/receive the use state/situation support information, the deterioration/abnormality analysis support information and the mending/repair support information that each of the multiple first devices displays, via the first network using the device information.

8. The customer support system described in claim 2, wherein

each of the multiple first devices is further provided with an economy/environment/safety support information display unit which displays, as economy/environment/safety support information, at least one piece of the past, present and future economy information, environment information, and safety information on each of the multiple first devices on the basis of at least one piece of the use state/situation support information, the deterioration/abnormality analysis support information, the mending/repair support information, the resale support information and the buying company information, and wherein

the transmission/reception units in each of the multiple first devices and the one or more second devices further mutually transmit/receive the economy/environment/safety support information on each of the multiple first devices via the first network.

10. The customer support system described in claim 2, wherein:

at least any one of the multiple first devices and the one or more second devices is further provided with a storage unit which stores at least one piece of information that the units in each of the multiple devices display, and information that is transmitted/received by the transmission/reception units, and

an information analysis information display unit which executes at least one of collection, analysis and calculation of each piece of information stored in the storage unit, as information analysis information;

the one or more second devices are each provided with a third device information display unit which stores, in the storage unit of the second device, at least one piece of use state/situation support information, deterioration/abnormality analysis support information, mending/repair support information, resale support information, buying company information, economy/environment/safety support information and new device purchase support information on multiple third devices compared with the multiple first devices, and acquires, from the one or more second devices via the network using the transmission/reception units of the multiple first devices, and displays at least one piece of the use state/situation support information, deterioration/abnormality analysis support information, mending/repair support information, resale support information, buying company information, economy/environment/safety support information and new device purchase support information on multiple third devices compared with the multiple first devices, in each of the multiple first devices,

a display unit which displays at least one piece of information among information displayed on the units in each of the multiple first devices,

a control unit which controls at least one of the units in each of the multiple first devices,

a location information display unit which displays at least one piece of location information on the multiple first devices and the multiple third devices compared with the multiple first devices, and

second transmission/reception units which mutually transmit/receive, among the multiple first devices via a second network, each piece of information displayed on the units in each of the multiple first devices; and

the transmission/reception units in the multiple first devices and the one or more second devices further mutually transmit/receive at least one piece of the location information and the information analysis information on the multiple first devices or the multiple third devices compared with the multiple first devices.

3. A customer support system provided with multiple first devices and one or more second devices connected to the multiple first devices via a first network, wherein

each of the multiple first devices is provided with a use state/situation support information display unit which displays, as use state/situation support information, the past, present and future use state information, use situation information and user habit information on each of the multiple first devices,

a deterioration/abnormality analysis support information display unit which displays, as deterioration/abnormality analysis support information, information pertaining to the past, present and future deterioration and abnormality of each of the multiple first devices,

on the basis of the use state/situation support information, a mending/repair support information display unit which displays, as mending/repair support information, mending/repair methods and mending/repair companies for each of the multiple first devices on the basis of the deterioration/abnormality analysis support information,

a resale support information display unit which displays, as resale support information, information pertaining to the past, present and future resale of each of the multiple first devices, on the basis of at least one piece of the use state/situation support information, the deterioration/abnormality analysis support information and the mending/repair support information,

a buying company information display unit which displays, as buying company information, information on buying companies for each of the multiple first devices, on the basis of the resale support information, and

a device information display unit which displays, as device information, information representing each of the multiple first devices in order for each of the multiple first devices to transmit/receive information with the one or more second devices via the first network using transmission/reception units described below, and wherein

the multiple first devices and the one or more second devices are provided with transmission/reception units which mutually transmit/receive the use state/situation support information, the deterioration/abnormality analysis support information and the mending/repair support information, the resale support information, the mending/repairing company support information, resale support information and buying company information that each of the multiple first devices displays, via the first network using the device information.

9. The customer support system described in claim 3, wherein

each of the multiple first devices is further provided with an economy/environment/safety support information display unit which displays, as economy/environment/safety support information, at least one piece of the past, present and future economy information, environment information and safety information on each of the multiple first devices on the basis of at least one piece of the use state/situation support information, the deterioration/abnormality analysis support information, the mending/repair support information, the resale support information and the buying company information, and wherein

the transmission/reception units in each of the multiple first devices and the one or more second devices further mutually transmit/receive the economy/environment/safety support information on each of the multiple first devices via the first network.

11. The customer support system described in claim 3, wherein:

any one of the multiple first devices and the one or more second devices is further provided with

a storage unit which stores at least one piece of information that the units in each of the multiple devices display, and information that is transmitted/received by the transmission/reception units, and

an information analysis information display unit which executes at least one of collection, analysis and calculation of each piece of information stored in the storage unit, as information analysis information;

the one or more second devices are each provided with a third device information display unit which stores, in the storage unit of the second device, at least one piece of use state/situation support information, deterioration/abnormality analysis support information, mending/repair support information, resale support information, buying company information, economy/environment/safety support information and new device purchase support information on multiple third devices compared with the multiple first devices, and acquires, from the one or more second devices via the network using the transmission/reception units of the multiple first devices, and displays at least one piece of the use state/situation support information, deterioration/abnormality analysis support information, mending/repair support information, resale support information, buying company information, economy/environment/safety support information and new device purchase support information on multiple third devices compared with the multiple first devices, in each of the multiple first devices,

a display unit which displays at least one piece of information among information displayed on the units in each of the multiple first devices,

a control unit which controls at least one of the units in each of the multiple first devices,

a location information display unit which displays at least one piece of location information on the multiple first devices and the multiple third devices compared with the multiple first devices, and

second transmission/reception units which mutually transmit/receive, among the multiple first devices via a second network, each piece of information displayed on the units in each of the multiple first devices; and

the transmission/reception units in the multiple first devices and the one or more second devices further mutually transmit/receive at least one piece of the location information and the information analysis information on the multiple first devices or the multiple third devices compared with the multiple first devices.

5. A customer support system provided with multiple first devices and one or more second devices connected to the multiple first devices via a first network, wherein

each of the multiple first devices is provided with a use state/situation support information display unit which displays, as use state/situation support information, the past, present and future use state information, use situation information and user habit information on each of the multiple first devices,

a deterioration/abnormality analysis support information display unit which displays, as deterioration/abnormality analysis support information, information pertaining to the past, present and future deterioration and abnormality of each of the multiple first devices, on the basis of the use state/situation support information,

a mending/repair support information display unit which displays, as mending/repair support information, mending/repair methods and mending/repair companies for each of the multiple first devices on the basis of the deterioration/abnormality analysis support information, a resale support information display unit which displays, as resale support information, information pertaining to the past, present and future resale of each of the multiple first devices, on the basis of at least one piece of the use state/situation support information, the deterioration/abnormality analysis support information and the mending/repair support information,

a buying company information display unit which displays, as buying company information, information on buying companies for each of the multiple first devices, on the basis of the resale support information,

an economy/environment/safety support information display unit which displays, as economy/environment/safety support information, the past, present and future economy information, environment information or safety information on each of the multiple first devices, on the basis of at least one piece of the use state/situation support information, the deterioration/abnormality analysis support information, the mending/repair support information, the resale support information and the buying company information,

a new device purchase support information display unit which displays, as new device purchase support information, at least one piece of support information and finance trader information both pertaining to purchase of a new device at the time of purchasing the new device, on the basis of at least one piece of the use state/situation support information, the deterioration/abnormality analysis support information, the mending/repair support information, the resale support information, the buying company information and the economy/environment/safety support information, and a device information display unit which displays, as device information, information representing each of the multiple first devices in order for each of the multiple first devices to transmit/receive information with the one or more second devices via the first network using transmission/reception units described below, and wherein

the multiple first devices and the one or more second devices are provided with transmission/reception units which mutually transmit/receive the use state/situation support information, the deterioration/abnormality analysis support information, the mending/repair support information, the resale support information, the buying company information, the economy/environment/safety support information and the new device purchase support information that each of the multiple first devices displays, via the first network using the device information.

13. The customer support system described in claim 5, wherein:

any one of the multiple first devices and the one or more second devices is further provided with a storage unit which stores at least one piece of information that the units in each of the multiple devices display, and information that is transmitted/received by the transmission/reception units, and

an information analysis information display unit which executes at least one of collection, analysis and calculation of each piece of information stored in the storage unit, as information analysis information;

the one or more second devices are each provided with a third device information display unit which stores, in the storage unit of the second device, at least one piece of use state/situation support information, deterioration/abnormality analysis support information, mending/repair support information, resale support information, buying company information, economy/environment/safety support information and new device purchase support information on multiple third devices compared with the multiple first devices,

acquires, from the one or more second devices via the network using the transmission/reception units of the multiple first devices,

and displays at least one piece of the use state/situation support information, deterioration/abnormality analysis support information, mending/repair support information, resale support information, buying company information, economy/environment/safety support information and new device purchase support information on multiple third devices compared with the multiple first devices, in each of the multiple first devices,

a display unit which displays at least one piece of information among information displayed on the units in each of the multiple first devices,

a control unit which controls at least one of the units in each of the multiple first devices,

a location information display unit which displays at least one piece of location information on the multiple first devices or the multiple third devices compared with the multiple first devices, and

second transmission/reception units which mutually transmit/receive, among the multiple first devices via a second network, each piece of information displayed on the units in each of the multiple first devices; and

the transmission/reception units in the multiple first devices and the one or more second devices further mutually transmit/receive at least one piece of the location information and the information analysis information on the multiple first devices or the multiple third devices compared with the multiple first devices.

14. The customer support system described in claim 5, wherein when the multiple first devices are vehicles, the economy/environment/safety support information display unit is further provided with

a drive start time detection unit which detects a vehicle drive start time (time of driving an engine or motor) of the vehicle, a drive stop time detection unit which detects a vehicle drive stop time of the vehicle,

a running distance measurement unit which starts, when the drive start time detection unit has detected the vehicle drive start time, measurement of a vehicle running distance accordingly after the detection, and stops, when the drive stop time detection unit has detected the vehicle drive stop time, the measurement of the vehicle running distance accordingly after the detection, then displays the measured vehicle running distance, and

a running energy measurement unit which measures a consumption of running energy consumed by the vehicle for funning the vehicle running distance that the running distance measurement unit has measured, wherein the economy/environment/safety support information display unit is further provided with an identification-attached vehicle running information display unit which attaches identification information to at least one of the vehicle drive start time, the vehicle drive stop time, the vehicle running distance and the running energy consumption, associates (links) two or more of said features with one another, to generate identification-attached vehicle running information, and stores the generated identification-attached vehicle running information in at least one storage units in the multiple first devices or the one or more second devices,

an average vehicle speed display unit which uses the vehicle drive start time, the vehicle drive stop time and the vehicle running distance, to calculate an average vehicle speed of the vehicle that has run the vehicle running distance, and an energy consumption cost display unit which uses the running energy consumption and the price of the drive energy per unit which has been acquired separately in advance, to calculate a consumption cost of energy that the vehicle has consumed to run the vehicle running distance.