METHODS AND APPARATUS TO CONVEY SALES INFORMATION TO CUSTOMERS USING FIELD SERVICE PERSONNEL

• US 20080183572A1
• Filed: 01/31/2007
• Published: 07/31/2008
• Est. Priority Date: 01/31/2007
• Status: Abandoned Application

• Current Assignee: SBC Knowledge Ventures LP
• Original Assignee: SBC Knowledge Ventures LP
• Inventors: Vurghese, Jijoe Joseph, Krishnapillai, Sneha, Morgan, William J., Seyer, Bennett, Payton-Black, Wanda D.
• Application Number:
  US11/669,507
• Publication Number:
  US 20080183572A1
• Time in Patent Office: Days
• US Class Current: 705/14
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0264 based upon schedule

Abstract

Methods and apparatus to convey information to customers using field service personnel are described. An example method obtains information associated with a customer service call for a customer prior to completion of the customer service call and automatically generates information associated with at least one of a product or a service not currently used by the customer based on the information associated with the customer. The example method also sends the generated information via a wireless communication medium to a portable electronic device to be accessed by a service person associated with the customer service call.

Claims

1. A method comprising:

obtaining information associated with a customer service call for a customer prior to completion of the customer service call;

automatically generating information associated with at least one of a product or a service not currently used by the customer based on the information associated with the customer; and

sending the generated information via a wireless communication medium to a portable electronic device to be accessed by a service person associated with the customer service call.

2. The method as defined in claim 1, wherein obtaining the information associated with the customer comprises obtaining the information associated with the customer service call during a call from the customer to a customer call center.

3. The method as defined in claim 2, wherein obtaining the information associated with the customer during the call from the customer to the customer call center schedules the service person for a service visit to the customer.

4. The method as defined in claim 1, wherein obtaining the information associated with the customer service call comprises obtaining information corresponding to the customer.

5. The method as defined in claim 4, wherein obtaining the information corresponding to the customer comprises obtaining at least one of a phone number, customer proprietary network information, a product used by the customer, or a service used by the customer.

6. The method as defined in claim 1, wherein automatically generating the information associated with the at least one of the product or the service not currently used by the customer based on the information associated with the customer comprises determining if the at least one of the product or the service is associated with at least one of an interest of the customer, a need of the customer, a geographic location of the customer, a promotion, or a product recommendation.

7. The method as defined in claim 1, wherein automatically generating the information associated with the at least one of the product or the service not currently used by the customer based on the information associated with the customer service call comprises conveying the information associated with the customer service call to a sales processing engine to generate the information associated with the at least one of the product or the service not currently used by the customer.

8. The method as defined in claim 7, wherein conveying the information associated with the customer service call to the sales processing engine comprises conveying the information associated with the customer service call via an application programming interface.

9. The method as defined in claim 1, further comprising presenting by the service person to the customer at least some of the generated information.

10. The method as defined in claim 9, wherein presenting by the service person to the customer the at least some of the generated information comprises providing a printed article containing the at least some of the generated information.

11. The method as defined in claim 9, further comprising crediting the service technician with a sales referral in response to receiving an inquiry from the customer in response to the at least some of the generated information.

12. A method comprising:

receiving dispatch information associated with a customer service call via a portable electronic device to be accessed by a service person; and

receiving via the portable electronic device, information associated with at least one of a product or a service not currently used by a customer based on information associated with the customer.

13. The method as defined in claim 12, wherein receiving the dispatch information associated with the customer service call comprises receiving the dispatch information prior to the service person initiating a service visit to the customer.

14. The method as defined in claim 12, wherein the at least one of the product or the service not currently used by the customer is associated with at least one of an interest of the customer, a need of the customer, a geographic location of the customer, a promotion, or a product recommendation.

15. The method as defined in claim 12, wherein the portable electronic device displays at least some of the information associated with the at least one of a product or a service not currently used by the customer to the customer prior to completion of a service visit to the customer.

16. The method as defined in claim 12, further comprising conveying by the service person at least some of the information associated with the at least one of the product or the service not currently used by the customer by providing a printed article containing the at least some of the information to the customer.

17. A portable electronic device comprising:

a memory;

a processor coupled to the memory, the processor to receive dispatch information associated with a customer service call and to receive information associated with at least one of a product or a service not currently used by a customer based on information associated with the customer; and

a display to present at least some of the information associated with the at least one of a product or a service not currently used by the customer to a service person.

18. The portable electronic device as defined in claim 17, wherein the portable electronic device is to receive the dispatch information associated with the customer service call prior to the service person initiating a service visit to the customer.

19. The portable electronic device as defined in claim 17, wherein the at least one of the product or the service not currently used by the customer is associated with at least one of an interest of the customer, a need of the customer, a geographic location of the customer, a promotion, or a product recommendation.

20. The portable electronic device as defined in claim 17, wherein the portable electronic device is to present the at least some of the information associated with the at least one of the product or service not currently used by the customer via a printed article.

21. The portable electronic device as defined in claim 17, wherein the portable electronic device is to receive information via a wireless communication system.