Methods and systems for providing an on-line interaction manager

• US 20040019646A1
• Filed: 03/18/2003
• Published: 01/29/2004
• Est. Priority Date: 03/18/2002
• Status: Abandoned Application

• Current Assignee: Blue Martini Software
• Original Assignee: Blue Martini Software
• Inventors: Brown, Robert Lloyd, Yeh, Christopher B., Zweben, Monte
• Application Number:
  US10/390,537
• Publication Number:
  US 20040019646A1
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A system and method for personalizing content delivery to a customer over time and across channels. In one embodiment, based on a customer'"'"'s demographics or behavioral characteristics, the method transmits an electronic mail message to a customer, wherein the message comprises a link to an Internet site. Next, the method waits for a specified amount of time and then transmits a bulk mail message to the customer, if the customer did not click on the link. The method then prompts a telemarketer to place a telephone call to the customer, if the customer did not respond to the bulk mail message within another specified amount of time.

Claims

1. A method for personalizing content delivery to a customer, the method comprising:

transmitting an electronic mail message to a customer, said message comprising a link to a website, wherein transmission of said electronic mail message is prompted by an event unique to the customer;

transmitting a bulk mail message to the customer, if the customer did not click on the link to the second website; and

placing a telephone call to the customer, if the customer did not respond to the bulk mail message.

2. The method of claim 1, wherein the bulk mail message is different from the electronic mail message.

3. The method of claim 1, further comprising transmitting content and offers from at least a first website to said customer.

4. The method of claim 1, wherein the event unique to the customer is the customer'"'"'s birthday.

5. The method of claim 1, wherein the event unique to the customer is a date and time that the customer purchased a predetermined product.

6. The method of claim 1, wherein the event unique to the customer is a date and time that the customer registered with a gift registry.

7. The method of claim 6, wherein the event unique to the customer is a date and time that a predetermined number of gifts are purchased from the customer'"'"'s gift registry.

8. A method for personalizing content delivery to a customer, the method comprising:

transmitting a message in a first format over a first network to a customer, said message comprising a link to a site on the network;

transmitting the message in a second format over a second network to a customer, if the customer did not visit the site; and

placing a telephone call to the customer, if the customer did not respond to the message transmitted over the second network.

9. A method for personalizing content delivery to a customer, the method comprising:

creating a profile of a customer based on the customer'"'"'s purchasing history, said profile comprising a plurality of message formats delivered to the customer and a frequency of customer responses to each of the plurality of message formats;

transmitting a message to the customer in a first format, said first message format historically resulting in a high frequency of responses from the customer;

transmitting the message to the customer in a second format, said message format having a lower frequency of responses from the customer than the first message; and

placing a telephone call to the customer, if the customer did not respond to the message transmitted in the second format.

10. The method of claim 9, wherein the customer responses are positive customer responses.

11. The method of claim 9, wherein creating a profile further comprises:

capturing a customer id of a customer;

associating at least one web site visited by the customer with the customer;

storing a format of at least one message delivered to the customer; and

recording a customer response to the message.

12. A method for personalizing content delivery to a customer, the method comprising:

transmitting an electronic mail message to a plurality of customers, said message comprising a link to an Internet site;

storing a customer'"'"'s name in a first file, if the customer did not click on the link;

transmitting a bulk mail message to the customer in the first file, when the first file is a predetermined size;

storing the customer'"'"'s name in a second file, if a customer did not respond to the bulk mail message; and

placing a telephone call to the customer in the second file, when the second file is a predetermined size.

13. The method of claim 12, wherein the bulk mail message is a different message from the electronic mail message.