Customer service marketing

• US 20050286709A1
• Filed: 06/23/2005
• Published: 12/29/2005
• Est. Priority Date: 06/28/2004
• Status: Abandoned Application

• Current Assignee: XSell, LLC
• Original Assignee: XSell, LLC
• Inventors: Phillips, Steve, Lee, Rob, Horton, Steve
• Application Number:
  US11/165,789
• Publication Number:
  US 20050286709A1
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0224 based on user history
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

Customer service marketing is disclosed. In a method, after a customer communication is received and the customer is assigned to a customer service agent, customer service request information may be received from the customer service agent. The customer service request information obtained by the customer service agent from the customer. A service response information may be provided to the service agent. A plurality of current offers may be obtained. A return on presentment score for each of the current offers may be prepared. None or more of the current offers may be selected to be provided to the customer based on the return on presentment scores. Cue information may be provided to a customer service agent based on the selected offer. The customer may be transferred to a specialist to facilitate the customer'"'"'s purchase of the product or service described in the selected offer. The method may be implemented on a computer.

Claims

1. A method comprising:

receiving a customer service request from a customer

obtaining a plurality of current offers

preparing a return on presentment score for each of the current offers

selecting none or more of the current offers to provide to the customer based on the return on presentment score.

2. The method of claim 1 wherein the selecting comprises:

selecting as a selected offer one of the current offers based on the return on presentment score to provide to the customer

providing offer cue information to a customer service agent based on the selected offer.

3. The method of claim 2 wherein the offer cue information is provided via a graphical user interface on a display accessible to a customer service agent.

4. The method of claim 1 further comprising:

transferring the customer to a specialist to facilitate the customer'"'"'s purchase of the product or service described in the selected offer.

5. The method of claim 1 wherein the receiving a customer service request includes:

receiving a customer communication

assigning the customer to a customer service agent

receiving customer service request information from the customer service agent, the customer service request information obtained by the customer service agent from the customer

providing service response information to the service agent.

6. The method of claim 1 wherein the return on presentment score is based in part on customer data and customer data of similarly situated customers.

7. The method of claim 1 wherein the return on presentment score is based on evaluation of three or more factors from the group including customer eligibility, customer qualification, customer propensity, economic value, and client weightings.

8. The method of claim 1 wherein the return on presentment score is a dynamic, evolving calculation that takes into consideration continuous tracking of customer responses to offers and previous customer service interaction information for all customers.

9. The method of claim 8 wherein the return on presentment score takes into further consideration one or more of an historic success rate, a trend information, a plurality of client specific attributes, and a plurality of feedback results.

10. A system comprising:

a processor

a memory coupled with the processor

a machine readable medium coupled with the processor, the machine readable medium having instructions stored thereon which when executed cause the system to perform operations including;

receiving a customer service request from a customer

obtaining a plurality of current offers

preparing a return on presentment score for each of the current offers

selecting none or more of the current offers to provide to the customer based on the return on presentment score.

11. The system of claim 10 wherein the selecting comprises:

selecting as a selected offer one of the current offers based on the return on presentment score to provide to the customer

providing offer cue information to a customer service agent based on the selected offer.

12. The system of claim 11 wherein the offer cue information is provided via a graphical user interface on a display accessible to a customer service agent.

13. The system of claim 10 wherein the machine readable medium has further instructions stored thereon which when executed cause the system to perform operations further comprising:

transferring the customer to a specialist to facilitate the customer'"'"'s purchase of the product or service described in the selected offer.

14. The system of claim 10 wherein the receiving a customer service request includes:

receiving a customer communication

assigning the customer to a customer service agent

receiving customer service request information from the customer service agent, the customer service request information obtained by the customer service agent from the customer

providing service response information to the service agent.

15. The system of claim 10 wherein the return on presentment score is based in part on customer data and customer data of similarly situated customers.

16. The system of claim 10 wherein the return on presentment score is based on evaluation of three or more factors from the group including customer eligibility, customer qualification, customer propensity, economic value, and client weightings.

17. The system of claim 10 wherein the return on presentment score is a dynamic, evolving calculation that takes into consideration continuous tracking of customer responses to offers and previous customer service interaction information for all customers.

18. The system of claim 17 wherein the return on presentment score takes into further consideration one or more of an historic success rate, a trend information, a plurality of client specific attributes, and a plurality of feedback results.

19. A machine readable medium having instructions stored thereon which when executed by a processor cause the processor to perform operations including:

receiving a customer service request from a customer

obtaining a plurality of current offers

preparing a return on presentment score for each of the current offers

selecting none or more of the current offers to provide to the customer based on the return on presentment score.

20. The machine readable medium of claim 19 wherein the selecting comprises:

selecting as a selected offer one of the current offers based on the return on presentment score to provide to the customer

providing offer cue information to a customer service agent based on the selected offer.

21. The machine readable medium of claim 20 wherein the offer cue information is provided via a graphical user interface on a display accessible to a customer service agent.

22. The machine readable medium of claim 19 having further instructions stored thereon which when executed cause the processor to perform operations further comprising:

transferring the customer to a specialist to facilitate the customer'"'"'s purchase of the product or service described in the selected offer.

23. The machine readable medium of claim 19 wherein the receiving a customer service request includes:

receiving a customer communication

assigning the customer to a customer service agent

receiving customer service request information from the customer service agent, the customer service request information obtained by the customer service agent from the customer

providing service response information to the service agent.

24. The machine readable medium of claim 19 wherein the return on presentment score is based in part on customer data and customer data of similarly situated customers.

25. The machine readable medium of claim 19 wherein the return on presentment score is based on evaluation of three or more factors from the group including customer eligibility, customer qualification, customer propensity, economic value, and client weightings.

26. The machine readable medium of claim 19 wherein the return on presentment score is a dynamic, evolving calculation that takes into consideration continuous tracking of customer responses to offers and previous customer service interaction information for all customers.

27. The machine readable medium of claim 26 wherein the return on presentment score takes into further consideration one or more of an historic success rate, a trend information, a plurality of client specific attributes, and a plurality of feedback results.

28. A method comprising:

receiving a customer communication from a customer

assigning the customer to a customer service agent

receiving a customer service request information from the customer service agent, the customer service request information obtained by the customer service agent from the customer

providing a service response information to the service agent.

obtaining a plurality of current offers

preparing a return on presentment score for each of the current offers

selecting as a selected offer one or more of the current offers to provide to the customer based on the return on presentment scores

providing offer cue information to a customer service agent based on the selected offer

transferring the customer to a specialist to facilitate the customer'"'"'s purchase of the product or service described in the selected offer.

29. The method of claim 28 wherein the offer cue information is provided via a graphical user interface on a display accessible to a customer service agent.

30. The method of claim 28 wherein the return on presentment score is based in part on customer data and customer data of similarly situated customers.

31. The method of claim 30 wherein the return on presentment score is further based on evaluation of three or more factors from the group including customer eligibility, customer qualification, customer propensity, economic value, and client weightings.

32. The method of claim 31 wherein the return on presentment score is further based on one or more of an historic success rate, a trend information, a plurality of client specific attributes, and a plurality of feedback results.