| 摘要 |
PURPOSE: A system and a method for handling a customer opinion using the Internet are provided to directly receive a reply for the suggestion/dissatisfaction of a user in real-time through an interface of a program installed to a client or an operation server connected to the Internet without using an e-mail or other media. CONSTITUTION: A member manager(202) registers/manages a company(400) supplying goods and a client server(100) suggesting an opinion for the company or the goods. A company/goods manager(204) classifies/manages a list of the company, the goods, and a suggestion/dissatisfaction item into each large classification code and theme code. A suggestion/dissatisfaction manager(206) classifies/manages the opinion received from the member into each large classification code and theme code. A reply processor(208) stores the reply contents provided to the member and searches/selects the reply matched with the opinion of the member analyzed from the suggestion/dissatisfaction manager. A communication media manager(212) manages a text medium, a voice medium, and a video medium used for receiving the opinion from the member or transmitting the reply to the member. A controller(214) controls data flow between respective parts.
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