System and method for customer requests and contact management

A technology for customers and customer service centers, applied in data processing applications, multi-programming devices, instruments, etc., can solve problems such as not notifying customers of new products and new services, high investigation costs, and companies not conducting

Inactive Publication Date: 2009-03-11
24 7 INC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Also, customers are often not notified of new products and services introduced by these companies
Additionally, the Company may not conduct surveys related to customer service
Such surveys, if conducted by these companies, are costly, lengthy, or onerous and complicated
Therefore, these companies may not be tracking customer feedback
In addition, the company may not be able to maintain a comprehensive collection of data related to the company's interactions with customers

Method used

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  • System and method for customer requests and contact management
  • System and method for customer requests and contact management
  • System and method for customer requests and contact management

Examples

Experimental program
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Embodiment Construction

[0036] For reasons of convenience, the terms used to describe the various embodiments are defined below. It should be noted that these definitions are only provided to help the understanding of the description, and they do not limit the scope of the present invention in any way.

[0037] Customer Service Center: The Company's Customer Service Center provides assistance and general support to the Company's customers.

[0038] Portal: A company's portal provides customers with an interface to the company's website over the Internet. The website displays the company's webpage. Customers interact with the company through the company's web portal.

[0039] Knowledge database: The knowledge database stores technical manuals and technical information. Not only this, but the knowledge database can store certain automatic responses and information related to general inquiries from customers. In addition, the knowledge database can store details of every interaction that occurred be...

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PUM

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Abstract

A method and a web-based system is provided that enables a customer service center of a company to provide its customers with a choice of different modes for establishing contact with customer service representatives. The different modes of contact are displayed on a single web page. The modes of contact include, but are not limited to call, chat, e-mail and Internet talk. Further, the system provides information regarding the estimated wait time and the less busy time for the modes of contact. In addition, the system and method provide means for conducting a search in a knowledge database for automated responses to queries from customers. The system and method enables the customer to provide feedback for each interaction with the customer service center through the web page. Further, the system and method enable the storage of all interaction between each customer and the customer service center.

Description

technical field [0001] The invention relates generally to the fields of customer request and contact management. More specifically, it relates to the field of providing solutions to customer queries through a web-based system. Background technique [0002] Due to the competitive environment, companies compete with each other to provide better services to their customers, so customers can get solutions to their queries with minimal effort. [0003] One of the problems faced by these companies is to provide solutions to inquiries from customers in the shortest possible time. A business customer may contact a customer service representative in various ways, such as calling, chatting, or emailing, and they may wait a while, perhaps a long time, before the customer service representative responds. [0004] In the prior art, companies provide a list of customer service contact phone numbers on their web pages. Some existing companies also have personal web interfaces to provide...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F9/46
CPCG06Q10/06311G06Q30/02G06Q30/0613G06Q30/016
Inventor 波里普伦·V·加南雷根·R·米勒
Owner 24 7 INC
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