Private Digital Communication System for Real-Time Customer Feedback
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Solution Overview
Problem
Current customer feedback systems are inadequate for real-time, anonymous, and effective communication, as customers are hesitant to provide detailed feedback due to social anxiety and the lack of easy, non-intrusive methods, leading to delayed issue resolution and potential negative reviews.
Innovation Solution
A private digital communication system that allows customers to interact with businesses via a mobile app or website, using QR codes and AI to facilitate real-time feedback submission and immediate agent response, enabling anonymous feedback and efficient issue resolution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If customers use current feedback platforms (text messaging, emails, surveys), then feedback can be collected, but customers are less likely to provide detailed and truthful feedback due to social anxiety, confusion over short codes, and perceived intrusiveness
Solution Approach 1:
The patent introduces a dedicated feedback platform with a unique feedback number and structured form that acts as an intermediary between customers and businesses. This mediator eliminates the confusion of short codes and keywords while providing a clear, simple interface that reduces social anxiety and encourages truthful feedback without perceived intrusiveness.
Solution Approach 2:
The system enables customers to independently submit feedback through a user-friendly form on any smartphone without requiring assistance from staff. The self-service nature of the platform reduces social anxiety by allowing customers to communicate their concerns privately and conveniently on their own terms.
2Productivity
If businesses use short code text platforms with keywords for feedback, then feedback collection is enabled, but the process becomes confusing for average consumers
Solution Approach 1:
The patent extracts and eliminates the confusing elements of short codes and keywords from the feedback process. By removing these complex components and replacing them with a simple, dedicated feedback number and intuitive form, the system maintains productivity while dramatically improving ease of operation and customer understanding.
Solution Approach 2:
The system changes the parameters of the feedback interface from complex short codes and keywords to a simple, dedicated feedback number and structured form. This parameter change makes the feedback process universally understandable while maintaining efficient collection capabilities.
3Speed
If customers engage in face-to-face conversations with management to discuss issues, then immediate feedback is provided, but customers are intimidated and very few people will do so
Solution Approach 1:
The feedback platform serves as an intermediary that enables immediate feedback delivery without requiring face-to-face interaction. Customers can submit concerns privately through the form, and businesses receive real-time notifications, maintaining speed while eliminating the intimidation factor of direct confrontation.
Solution Approach 2:
The system replaces the mechanical system of face-to-face conversation with an electronic digital platform. This substitution maintains the speed of immediate feedback delivery while removing the social pressure and intimidation associated with in-person interactions.
4Loss of information
If customers write detailed messages via online submission or survey, then comprehensive feedback is obtained, but customers are less likely to do so due to effort required
Solution Approach 1:
The feedback form is segmented into clear, organized sections with simple questions that guide customers through providing detailed information. This segmentation makes the form less intimidating and easier to complete while still capturing comprehensive feedback information.
Solution Approach 2:
The system changes the parameters of the feedback interface from complex, lengthy surveys to a streamlined form with essential questions. This parameter optimization reduces the perceived effort required while maintaining the ability to collect detailed and comprehensive feedback.
Data Source
AI summary
A private digital communication system allowing customers to interact with a business in real time is disclosed. A web-based platform that allows an easy way for customers to leave real-time feedback via app or website interaction and allows businesses to quickly respond to issues. The system also allows a business to manage the customer feedback by putting notes, tagging issues, close out issues, forward issues via email or text to third parties and generate reports. The system also includes a rating system for users of the platform to rate their experience which gives business owners a quick view of the severity of the customer's experience.