System and method for customer requests and contact management
US7996251B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 19, 2007 |
| Grant date | Aug 9, 2011 |
| Priority date | — |
| Expiry date | May 8, 2030 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/523
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
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, email 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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.