Location-Based Content Provisioning in Customer Service Sessions
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Solution Overview
Problem
Customer service sessions are often frustrating for both providers and requestors due to waiting times and limited resources, leading to poor customer experiences that can deter new customers and lose existing ones.
Innovation Solution
A customer service platform that provides location-based content during sessions, including redeemable benefits, route guidance, and social networking information, to improve the experience and reduce frustration.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If traditional customer service strategies are used, then customer service can be provided, but customer satisfaction deteriorates due to long wait times and limited resources
Solution Approach 1:
The system provides location-based content, benefits, and information to customers before they enter the customer service queue. By preparing and providing relevant information in advance based on customer location and profile, the system reduces the perceived wait time and improves customer satisfaction without extending actual service duration.
Solution Approach 2:
The patent introduces location-based content and information as an intermediary element between the customer and the customer service queue. This intermediary provides value to customers during wait time, effectively bridging the gap between customer expectations and reality, and improving overall service perception.
2Ease of operation
If location-based content is provided during customer service sessions, then customer satisfaction improves, but device complexity increases
Solution Approach 1:
The system leverages existing mobile device capabilities (location services, communication functions) that customers already possess. By building upon these universal features rather than requiring dedicated complex hardware, the system achieves multi-functionality and improves customer satisfaction without proportionally increasing device complexity.
Solution Approach 2:
The system automatically determines customer location, selects relevant content, and delivers information without requiring manual input or complex user interaction. This self-service approach simplifies the user experience while the backend handles the complexity of location tracking and content selection.
3Reliability
If location-based content is provided during customer service sessions, then customer retention improves, but implementation cost increases
Solution Approach 1:
The system changes the parameter of customer engagement by introducing location-based personalization. By adjusting content delivery based on location and customer profile parameters, the system achieves higher retention with relatively low implementation cost compared to comprehensive CRM systems.
Solution Approach 2:
The patent uses cost-effective location-based content and information delivery rather than expensive long-term relationship management systems. By providing targeted, location-specific content at point-of-service, the system achieves retention improvements at lower implementation cost.
Data Source
AI summary
The disclosed embodiments relate to a system or method of providing location-based content during a customer service session between a mobile device of a customer service requestor and a communication device associated with a customer service provider via a communication channel. The disclosed method includes establishing the customer service session between the customer service provider and the mobile device of the customer service requestor. The method also includes determining, by a processor, a geographic location of the mobile device. The method further includes providing, by the processor, during or after the customer service session, to the customer service requestor via the mobile device, content based on the determined geographic location of the mobile device.