System and method for prioritization of website visitors to provide proactive and selective sales and customer service online
First Claim
1. A system that enables the allocation of Quality Points (a prioritization mechanism) to users based on their current and historical profiles, actions, events and behavioral patterns on a Merchant'"'"'s Web site in accordance with business rules set by the Merchant and bases proactive and reactive sales, customer service and resource allocation decisions on this.
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Abstract
A system that (a) monitors and analyzes a website visitor'"'"'s (or ‘user'"'"'s’) behavioral patterns in real-time; (b) identifies key users by comparing the user'"'"'s actions and information derived thereof to a set of pre-defined, merchant-specific business rules; (c) makes a sales and customer service offer to the user only if (1) The user satisfies the merchant'"'"'s business rules and can therefore be defined as a ‘key’ customer and (2) a suitable sales assistant is online and available to deliver a sales pitch or service assistance to the customer; (d) notifies the available sales assistant only if the customer accepts of the customer service offer and (e) enables communication between the sales assistant and the user through a textual, audio or video interface, (f) improves the appropriateness of allocation of customer service representatives to users, based on user feedback, behavioral patterns and user evaluation.
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Citations
11 Claims
- 1. A system that enables the allocation of Quality Points (a prioritization mechanism) to users based on their current and historical profiles, actions, events and behavioral patterns on a Merchant'"'"'s Web site in accordance with business rules set by the Merchant and bases proactive and reactive sales, customer service and resource allocation decisions on this.
Specification