Television Network Post-Purchase Media Delivery
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Solution Overview
Problem
Customers without Internet access face challenges in accessing customer care information, such as how-to manuals and troubleshooting guides, which can increase costs for manufacturers and retailers as they need to provide alternative methods for information delivery.
Innovation Solution
A media service provider collaborates with sellers to offer customer care information via a television content network, using barcode or receipt data to provide customized video-on-demand content, including how-to videos, manuals, and troubleshooting information, and facilitates communication with responsible parties for product support.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of energy
If customer care information is provided via Internet-based downloadable content, then cost savings are achieved for manufacturers and retailers, but customers without Internet access cannot access the information
Solution Approach 1:
The patent introduces a television content network as an intermediary between manufacturers/retailers and customers without Internet access. The system receives purchase data from sellers, selects appropriate customer care media content, and delivers it through television networks, enabling information delivery to customers who cannot access Internet-based content while maintaining cost efficiency.
2Adaptability or versatility
If alternative methods such as printed materials are used to provide customer care information to customers without Internet access, then accessibility is improved, but cost savings are lost
Solution Approach 1:
The patent creates a universal system that serves multiple customer segments through a single platform. The television content network can deliver customer care information to both customers with Internet access (who can access it through associated devices) and customers without Internet access (who receive it directly through television), eliminating the need for separate printed materials while maintaining broad accessibility.
3Ease of operation
If customized video-on-demand content is provided through television content network, then customer satisfaction is enhanced, but system complexity increases
Solution Approach 1:
The system implements self-service functionality where the media service provider automatically receives purchase data, selects appropriate customer care content based on the purchase information, and delivers customized video-on-demand content through the television network without requiring manual intervention. This automation reduces operational complexity while maintaining high customer satisfaction through personalized content delivery.
Data Source
AI summary
A method includes receiving, by a computing device of a media service provider, a search request associated with a first product. The search request is received from a media device associated with a subscriber of a service provided by the media service provider. The method includes, in response to the search request, determining, by the computing device, a responsible party associated with the first product based on a purchase date of the first product and a return period for the first product. The method also includes sending, from the computing device to the media device, contact information of the responsible party. The contact information is to be displayed by the media device to a display device with an option to contact the responsible party.