Universal multi-browser interface for customer service representatives
First Claim
1. A computer-implemented method for providing customer service by a service provider, the method comprising the steps of:
- (a) providing an external user interface remotely accessible by a plurality of customers via a global computer information network, the external user interface comprising a shared website browser that displays information in a specific format, has a specific functionality, and receives information entered by the customer for processing; and
(b) supplying an internal user interface accessible by a plurality of call-center customer service representatives (CSRs), the internal user interface comprising a plurality of browsers displayed on a computerized desktop, the plurality of browsers comprising (i) the shared website browser that displays Information in the specific format, has the specific functionality, and receives information entered by the CSR for processing, and (ii) one or more limited access browsers accessible only by the CSR, the one or more limited access browsers comprising;
a client search browser that allows the CSR to locate computerized records for the customer;
a client data browser that displays information about the customer;
a contact history browser that displays previous contacts to the service provider by the customer;
a customer needs assessment browser that displays information for assisting the CSR in conversing with the customer;
or a combination thereof;
(c) displaying information retrieved from one or more databases on the internal user interface and the external user interface;
(d) automatically storing in the one or more databases information entered via the internal user interface and information entered via the external user Interface; and
(e) receiving and automatically processing transaction instructions entered via the internal user interface and transaction instructions entered via the external user interface.
1 Assignment
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Accused Products
Abstract
A computer-implemented method for providing customer service, comprising providing an external user interface (UI) remotely accessible by customers via a global computer information network; providing an internal UI accessible by call-center customer service representatives (CSRs); retrieving from databases and displaying information on the internal and external UIs; automatically storing information entered via the internal UI and information entered via the external UI in the databases; and receiving and automatically processing instructions entered via the internal UI and instructions entered via the external UI. The internal and external UI each include a shared website browser that displays information in a specific format, has a specific functionality, and receives information for processing. The internal UI also comprises one or more limited access browsers accessible only by the CSR, including a client search and/or data display browser; a contact history browser; a customer needs assessment browser, or a combination thereof.
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Citations
21 Claims
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1. A computer-implemented method for providing customer service by a service provider, the method comprising the steps of:
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(a) providing an external user interface remotely accessible by a plurality of customers via a global computer information network, the external user interface comprising a shared website browser that displays information in a specific format, has a specific functionality, and receives information entered by the customer for processing; and
(b) supplying an internal user interface accessible by a plurality of call-center customer service representatives (CSRs), the internal user interface comprising a plurality of browsers displayed on a computerized desktop, the plurality of browsers comprising (i) the shared website browser that displays Information in the specific format, has the specific functionality, and receives information entered by the CSR for processing, and (ii) one or more limited access browsers accessible only by the CSR, the one or more limited access browsers comprising;
a client search browser that allows the CSR to locate computerized records for the customer;
a client data browser that displays information about the customer;
a contact history browser that displays previous contacts to the service provider by the customer;
a customer needs assessment browser that displays information for assisting the CSR in conversing with the customer;
or a combination thereof;
(c) displaying information retrieved from one or more databases on the internal user interface and the external user interface;
(d) automatically storing in the one or more databases information entered via the internal user interface and information entered via the external user Interface; and
(e) receiving and automatically processing transaction instructions entered via the internal user interface and transaction instructions entered via the external user interface. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A computer-implemented method for providing customer service for a financial services provider, the method comprising the steps of:
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(a) providing an external user interface remotely accessible by customers via a global computer information network, the external user interface comprising a shared website browser that displays information in a specific format, has a specific functionality, and receives information entered by customers for processing;
(b) supplying an internal user interface accessible by one or more call-center customer service representatives (CSRs), the internal user interface comprising a plurality of browsers displayed on a computerized desktop, the plurality of browsers comprising (i) the shared website browser that displays information in the specific format, has the specific functionality, and receives information entered by the CSR for processing, the shared website browser displaying, in additional to information viewable by the customer, critical information about the customer viewable only by the CSR and displayed with highlighting relative to information viewable by both the customer and the CSR, (ii) an integrated client search and client data browser that allows the CSR to access and display critical information about a selected customer;
(iii) a contact history browser that displays previous telephone calls, website transactions, and mail correspondence with the service provider by the selected customer; and
, optionally, (iv) a customer needs assessment browser that displays information for assisting the CSR in conversing with the customer;
(c) retrieving from one or more databases and displaying information on the internal user interface and the external user interface, and (d) automatically storing information entered via the internal user interface and information entered via the external user interface, in the one or more databases; and
(e) receiving and automatically processing transaction instructions entered via the internal user interface and transaction instructions entered via the external user interface. - View Dependent Claims (16)
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17. A computerized system for facilitating interaction with a caller to a call-center of a service provider, the system comprising:
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means for providing an external user interface remotely accessible by customers via a global computer information network, the external user interface comprising a shared website browser that displays information in a specific format, has a specific functionality, and receives information entered by customers for processing;
means for supplying an internal user interface comprising a plurality of browsers accessible on a computer desktop, the plurality of browsers comprising (i) the shared website browser that displays information in the specific format, has the specific functionality, and receives information entered by the CSR for processing, and (ii) one or more limited access browsers accessible only by the CSR, the one or more limited access browsers comprising;
a client search browser that allows the CSR to locate computerized records for the customer;
a client data browser that displays information about the customer;
a contact history browser that displays previous contacts with the service provider by the customer;
a dialogue-prompting browser that displays suggested dialogue for use by the CSR in conversing with the customer;
or a combination thereof;
means for storing one or more databases accessible by the internal user interface and the external user interface, from which information is retrieved and displayed by the external user interface and the internal user interface and in which information entered via the internal user interface and information entered via the external user interface, is automatically stored; and
means for receiving and automatically processing transaction instructions entered via the internal user interface and transaction instructions entered via the external user interface. - View Dependent Claims (18)
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19. A computer system for facilitating interaction with a caller to a customer service call center, comprising:
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one or more processors;
one or more memory media accessible by the one or more processors, the memory media containing one or more databases and containing instructions for controlling the processor, the instructions causing the processor to effect steps of;
(a) providing an external user interface remotely accessible by customers via a global computer information network, the external user interface comprising a shared website browser that displays information in a specific format, has a specific functionality, and allows entry of information by the customer for processing; and
(b) providing an internal user interface comprising a plurality of browsers accessible on a computer desktop, the plurality of browsers comprising (i) the shared website browser that displays information in the specific format, has the specific functionality, and receives information entered by the customer for processing, and (ii) one or more limited access browsers accessible only by the CSR, the one or more limited access browsers comprising;
a client search browser that allows the CSR to locate computerized records for the customer;
a client data browser that displays information about the customer, a contact history browser that displays previous contacts by the customer;
a customer needs assessment browser that displays information for assisting the CSR in conversing with the customer;
or a combination thereof; and
(c) retrieving from the one or more databases and displaying information on the internal user interface, external user interface, or both, and;
(d) automatically storing information entered via the internal user interface and information entered via the external user Interface In the one or more databases; and
(e) receiving and automatically processing transaction instructions entered via the internal user interface and transaction instructions entered via the external user interface. - View Dependent Claims (20, 21)
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Specification