Method that uses enterprise application integration to provide real-time proactive post-sales and pre-sales service over SIP/SIMPLE/XMPP networks
First Claim
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1. A method of providing customer support to a user, the method comprising:
- providing the user access to a knowledge database for the user to query the knowledge database regarding a support issue;
providing, in response to the user querying the knowledge database, an interface to the user for the user to enter a service request; and
establishing, in response to the user entering the service request, an instant messaging session between the user and a customer support representative.
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Abstract
A system and method provides customer support to a user. In one embodiment, it includes providing the user access to a knowledge database for the user to query the knowledge database regarding a support issue. It also provides, in response to the user querying the knowledge database, an interface to the user for the user to enter a service request. Further, it establishes, in response to the user entering the service request, an instant messaging session between the user and a customer support representative.
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Citations
20 Claims
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1. A method of providing customer support to a user, the method comprising:
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providing the user access to a knowledge database for the user to query the knowledge database regarding a support issue;
providing, in response to the user querying the knowledge database, an interface to the user for the user to enter a service request; and
establishing, in response to the user entering the service request, an instant messaging session between the user and a customer support representative. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system for providing customer support to a user, the system comprising:
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a knowledge module coupled to a knowledge database for providing the user access to the knowledge database to query the knowledge database regarding a support issue;
a service module coupled to the knowledge module for providing, in response to the user querying the knowledge database, an interface to the user for the user to enter a service request; and
a messaging module coupled to the service module for establishing, in response to the user entering the service request, an instant messaging session between the user and a customer support representative. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A system for providing customer support to a user, the system comprising:
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a means for providing the user access to the knowledge database to query the knowledge database regarding a support issue;
a means for providing, in response to the user querying the knowledge database, an interface to the user for the user to enter a service request; and
a means for establishing, in response to the user entering the service request, an instant messaging session between the user and a customer support representative. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification