CUSTOMER SERVICE MARKETING

• US 20080215445A1
• Filed: 05/16/2008
• Published: 09/04/2008
• Est. Priority Date: 06/28/2004
• Status: Abandoned Application

• Current Assignee: XSell, LLC
• Original Assignee: XSell, LLC
• Inventors: Philips, Steve, Lee, Rob, Horton, Steve
• Application Number:
  US12/122,620
• Publication Number:
  US 20080215445A1
• 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 30/0224 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. After a customer communication is received and the customer is assigned to a service agent, service request information may be received from the service agent after the service request information is obtained by the 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 compendium score for each of the current offers may be prepared. At least one of the current offers may be selected to be provided to the customer based on the compendium scores. Cue information may be provided to a service agent based on the selected offer. The customer may be transferred to a specialist to facilitate the customer'"'"'s purchase of a product or service described in the selected offer.

Claims

1. A method comprising:

receiving a customer communication from a customer;

assigning the customer to a service agent;

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

providing response information to the service agent to provide to the customer, the response information based on the information request;

obtaining a plurality of current offers;

preparing a compendium score for each of the current offers, the compendium score based on analysis of some of

an eligibility of the customer for the current offer,

a qualification of the customer for the current offer,

a propensity of similarly situated customers to accept the current offer,

an economic value of the current offer to the customer,

a client weighting for the current offer,

trend information for the current offer among a plurality of customers,

an historic success rate for the current offer among the plurality of customers,

wherein the preparing the compendium score is a dynamic, evolving calculation;

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

providing offer cue information to the service agent based on the selected offer, the cue information to be used by the service agent to provide the selected offer to the customer.

2. The method of claim 1 further comprising:

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

3. The method of claim 1 wherein the offer cue information is provided via a graphical user interface on a display accessible to the service agent.

4. The method of claim 1 wherein the compendium score is based in part on customer data concerning the customer and customer data of similarly situated customers.

5. The method of claim 1 wherein the customer information includes client specific attributes.

6. The method of claim 1 wherein the compendium score is based further on consideration of a plurality of feedback results for the customer.

7. The method of claim 1 wherein the compendium score takes into consideration continuous tracking of similarly situated customer responses to offers and previous customer service interaction information for all customers.

8. 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 communication from a customer;

assigning the customer to a service agent;

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

providing response information to the service agent to provide to the customer, the response information based on the information request;

obtaining a plurality of current offers;

preparing a compendium score for each of the current offers, the compendium score based on analysis of at least three of

an eligibility of the customer for the current offer,

a qualification of the customer for the current offer,

a propensity of similarly situated customers to accept the current offer,

an economic value of the current offer to the customer,

a client weighting for the current offer,

trend information for the current offer among a plurality of customers,

an historic success rate for the current offer among the plurality of customers,

wherein the preparing the compendium score is a dynamic, evolving calculation;

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

providing offer cue information to the service agent based on the selected offer, the cue information to be used by the service agent to provide the selected offer to the customer.

9. The system of claim 8 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.

10. The system of claim 8 wherein the offer cue information is provided via a graphical user interface on a display accessible to the service agent.

11. The system of claim 8 wherein the compendium score is based in part on customer data concerning the customer and customer data of similarly situated customers.

12. The system of claim 8 wherein the compendium 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.

13. The system of claim 12 wherein the compendium score is further based on consideration of at least one of an historic success rate, a trend information, a plurality of client specific attributes, and a plurality of feedback results.

14. The system of claim 8 wherein the compendium 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.

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

receiving a customer communication from a customer;

assigning the customer to a service agent;

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

providing response information to the service agent to provide to the customer, the response information based on the information request;

obtaining a plurality of current offers;

preparing a compendium score for each of the current offers, the compendium score based on analysis of at least three of

an eligibility of the customer for the current offer,

a qualification of the customer for the current offer,

a propensity of similarly situated customers to accept the current offer,

an economic value of the current offer to the customer,

a client weighting for the current offer,

trend information for the current offer among a plurality of customers,

an historic success rate for the current offer among the plurality of customers,

wherein the preparing the compendium score is a dynamic, evolving calculation;

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

providing offer cue information to the service agent based on the selected offer, the cue information to be used by the service agent to provide the selected offer to the customer.

16. The machine readable medium of claim 15 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.

17. The machine readable medium of claim 15 wherein the offer cue information is provided via a graphical user interface on a display accessible to the service agent.

18. The machine readable medium of claim 15 wherein the compendium score is based in part on customer data concerning the customer and customer data of similarly situated customers.

19. The machine readable medium of claim 15 wherein:

the compendium 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; and

the compendium score is further based on consideration of one or more of an historic success rate, a trend information, a plurality of client specific attributes, and a plurality of feedback results.

20. The machine readable medium of claim 19 wherein the compendium 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.