Multi-channel pivoting for customer service reputation management
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Solution Overview
Problem
Current methods for handling customer communications across various channels, such as social media and service providers, are inefficient, as they often keep communications public, potentially damaging reputations and fail to provide adequate service to valuable customers, and lack established procedures for emerging channels.
Innovation Solution
A computer-implemented method for pivoting customers between synchronous and asynchronous communication channels during a session, involving determining the need to pivot, selecting eligible channels based on customer data, and enabling the customer to choose a preferred channel, allowing seamless transitions between public and private channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If customer communications are handled in the same public channel as the original communication, then communication simplicity is maintained, but reputation damage occurs and service quality deteriorates
Solution Approach 1:
The patent introduces a work routing system as an intermediary that automatically intercepts and redirects customer communications from public social media channels to appropriate private communication channels. This mediator prevents direct public interaction while maintaining service continuity, thus protecting reputation without complicating the communication process for customers.
Solution Approach 2:
The patent extracts the harmful public communication aspect from the customer service interaction by automatically moving communications from public social media channels to private channels. This separation removes the reputation-damaging element while preserving the essential customer service function.
2Device complexity
If all customers are handled through the same public channel, then resource allocation is simplified, but service quality for valuable customers deteriorates
Solution Approach 1:
The patent applies local quality by differentiating service channels based on customer value. High-value customers are automatically routed to premium private communication channels with dedicated agents, while standard customers receive service through appropriate channels. This localized quality enhancement ensures valuable customers receive superior service without requiring complete system redesign.
Solution Approach 2:
The patent implements dynamic resource allocation by automatically adjusting communication channels and agent assignments based on real-time customer value assessment. The system dynamically routes customers to appropriate service levels, ensuring optimal service quality for valuable customers while maintaining efficient resource utilization across the organization.
3Stability of the object's composition
If companies use established procedures for Voice and Email channels, then service consistency is maintained, but adaptability to emerging channels deteriorates
Solution Approach 1:
The patent creates a universal work routing system that handles multiple communication channels (social media, email, voice, chat) through a single integrated platform. This multi-functional system applies consistent routing logic across all channels, maintaining service consistency while seamlessly adapting to emerging communication platforms without requiring channel-specific procedures.
Data Source
AI summary
An method of pivoting a customer among synchronous and asynchronous communications channels during a communication session.