METHOD AND SYSTEM FOR ONLINE CUSTOMER RELATIONSHIP MANAGEMENT

• US 20070265873A1
• Filed: 03/28/2007
• Published: 11/15/2007
• Est. Priority Date: 05/11/2006
• Status: Abandoned Application

• Current Assignee: Anthony Fedanzo, Jeffrey Peddle, Urvashi Sheth
• Original Assignee: Anthony Fedanzo, Jeffrey Peddle, Urvashi Sheth
• Inventors: Fedanzo, Anthony, SHETH, Urvashi
• Application Number:
  US11/692,192
• Publication Number:
  US 20070265873A1
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

The present invention discloses a method and system for online customer support among a plurality of organizations and customers through a service provider. One aspect of the present invention discloses a method which includes receiving a search criterion from said plurality of customers, searching for one or more organization'"'"'s support and service information page of interest among the plurality of organizations in a database, database maintained by the service provider, displaying the search results, and receiving a selection of one or more organizations of interest from the displayed search results and a means of interacting with the organizations web based support and service. Another aspect of the present invention discloses a system including a user interface, a multimodal search engine and a means for enabling interactive communications with selected organization'"'"'s customer service department. The present invention provides a one-click access to the support channel of the organizations through a single portal. Hence, customers obtain efficient and quick support services from the organizations.

Claims

1. A method for locating and connecting to an organization'"'"'s support and service information page among a plurality of organizations and a plurality of customers through a service provider, said service provider performing the steps of:

receiving a search criterion from said plurality of customers;

searching one or more organization'"'"'s said support and service information pages among the plurality of organizations in a database for a match to said search criterion, said database maintained by the service provider;

displaying search results matching said support and service information pages for the one or more organizations; and

receiving a selection of said one or more organizations from the displayed search results and a means of interacting with the organization'"'"'s web based support and service.

2. The method of claim 1, wherein said means of interacting comprises instant messaging, voice over internet protocol enabled telephone services and electronic mail, said instant messaging further comprises speaking through said voice over internet protocol.

3. The method of claim 1, wherein said displayed results comprises displaying the web based support and service information pages of highest bidding organizations with the service provider.

4. The method of claim 1, wherein said database comprises information about the organizations having a web based support and service information page.

5. A method for locating and connecting to online customer support among a plurality of organizations and customers through a service provider, wherein said customers perform the steps of:

logging into said service provider'"'"'s presence enabled portal for searching at least one of said organization'"'"'s support and service information page.

inputting a search criterion for searching the at least one of said organization'"'"'s support and service information page, wherein a set of results of the search is displayed;

selecting the required information from the set of displayed results on the service provider'"'"'s presence enabled portal; and

selecting a means for interacting with the organization'"'"'s support and service department from said set of displayed results.

6. The method as in claim 5, wherein said searching at least one of said organization'"'"'s support and service information page comprises searching in predefined business categories, said business categories further comprise sub-categories.

7. The method as in claim 5, wherein said inputting a search criterion comprises entering keywords and searching in predefined categories.

8. The method as in claim 5, wherein said selecting a means of interacting comprises selecting from instant messaging, voice over internet protocol enabled telephone services and electronic mail, said instant messaging further comprises a choice to get connected to speak through said voice over internet protocol.

9. The method as in claim 5, wherein said database comprises information about the organizations having a web based support and service information page.

10. A system for online customer support among a plurality of organizations and customers through a service provider comprising:

a user interface for said customers to interact with said service provider'"'"'s presence enabled portal through a communication network;

multimodal search engine for searching at least one of said organization'"'"'s support and service information page in a database maintained by the service provider; and

a communication module for enabling interactive communications with selected organization'"'"'s web based support and service.

11. The system as in claim 10 further comprising:

a user input module for receiving and processing a search criterion including a plurality of search elements from the customers;

a data validation module for validating data stored in said database; and

a display module for displaying search results to the customers.

12. The method of claim 11, wherein the database comprises information about the organizations having a web based support and service information page.