METHODS FOR PROVIDING CROSS-VENDOR SUPPORT SERVICES

• US 20130325726A1
• Filed: 08/08/2013
• Published: 12/05/2013
• Est. Priority Date: 04/12/2011
• Status: Active Grant

• Current Assignee: Alan B. Rahn, Bruce A. Sharpe, Henry D. Truong, Kenneth D. Tuchman
• Original Assignee: Alan B. Rahn, Bruce A. Sharpe, Henry D. Truong, Kenneth D. Tuchman
• Inventors: Tuchman, Kenneth D., Sharpe, Bruce A., Truong, Henry D., Rahn, Alan B.
• Granted Patent: US 9,129,286 B2
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06F 16/955 using information identifiers, e.g. uniform resource locators [URL]
• CPC Class Codes: G06F 21/10 Protecting distributed programs or content, e.g. vending or licensing of copyrighted material protection in video systems or pay television H04N7/16 ; Digital rights management [DRM]
• CPC Class Codes: G06F 21/31 User authentication
• CPC Class Codes: G06F 21/6218 to a system of files or objects, e.g. local or distributed file system or database
• CPC Class Codes: G06F 2221/2119 Authenticating web pages, e.g. with suspicious links
• CPC Class Codes: G06F 2221/2129 Authenticate client device independently of the user
• CPC Class Codes: G06F 9/468 Specific access rights for resources, e.g. using capability register
• CPC Class Codes: G06K 7/1413 1D bar codes
• CPC Class Codes: G06K 7/1417 2D bar codes
• CPC Class Codes: G06Q 10/06312 Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/012 Providing warranty services
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0635 Processing of requisition or of purchase orders
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 63/083 using passwords cryptographic mechanisms or cryptographic arrangements for entity authentication using a predetermined code H04L9/3226
• CPC Class Codes: H04L 63/0876 based on the identity of the terminal or configuration, e.g. MAC address, hardware or software configuration or device fingerprint
• CPC Class Codes: H04L 63/104 Grouping of entities
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/10 : in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/51 : Discovery or management thereof, e.g. service location protocol [SLP] or web services
• CPC Class Codes: H04M 1/72403 : with means for local support of applications that increase the functionality
• CPC Class Codes: H04W 12/068 : using credential vaults, e.g. password manager applications or one time password [OTP] applications
• CPC Class Codes: H04W 4/00 : Services specially adapted for wireless communication networks; Facilities therefor

Abstract

According to one aspect, in response to a request from a mobile application running at a mobile device of a customer, a personalized page is transmitted to the mobile application, the personalized page including a list of products retrieved from a customer profile of the customer. Each of the products is associated with one or more communications channels preferred by an associated client, which are retrieved from the client database. A live support request is received from the mobile application initiated from a selected product of the personalized page, the live support request including a selection selecting one of the preferred communications channels listed on the personalized page. A live communication session is established between the customer and a support agent using a selected communications channel for live support services to the customer concerning the selected product.

Claims

1. A computer-implemented method for product support services, the method comprising:

maintaining, in a client database associated with a server representing a support center, a set of client rules of a plurality of clients, the set of rules being obtained by communicating with a backend system of each of the clients via a respective application programming interface (API) of the respective client, wherein each set of client rules of each client includes one or more communications channels preferred by the client to communicate with customers of the client, wherein the support center provides support services for a plurality of products on behalf of the plurality of clients, and wherein a client is one of a manufacturer, a distributer, a retailer, and a service broker;

maintaining, in a user database associated with the server, a plurality of customer profiles having customer information of a plurality of customers who have registered with the support center, wherein each customer profile includes a customer identity of a respective customer and one or more products acquired by the respective customer from one or more of the clients;

in response to a request from a mobile application running at a mobile device of a customer, transmitting a personalized page to the mobile application of the mobile device of the customer, the personalized page including a list of one or more products retrieved from the customer profile of the customer, wherein each of the one or more products listed in the personalized page is associated with one or more communications channels preferred by an associated client, which are retrieved from the client database;

receiving from the mobile application a live support request that is initiated from a selected product of the personalized page, the live support request including a selection selecting one of the preferred communications channels listed on the personalized page; and

establishing a live communication session between the customer and a support agent of the support center using a selected communications channel to enable the support agent to provide live support services to the customer concerning the selected product.

2. The method of claim 1, further comprising:

maintaining, in a product database associated with a server, product information concerning a plurality of products provided by the plurality clients, wherein the product information is obtained by communicating with the backend system of a respective client via the client API, the product information including at least one of user manual and technical manual of the associated product;

in response to the live support request, generating, by a case management module, a unique case identifier (ID) that uniquely identifies the live support session;

generating, by a touch engine, a touch plan represented by a data structure as a place holder for storing information related to the live support session, the touch plan being tracked by the unique case ID, wherein the touch plan includes a first link referenced to a first database entry of the client database that is associated with a client providing the selected product, a second link referenced to a second database entry of the product database that is associated with the selected product, and a third link referenced to a customer profile of the customer; and

transmitting the touch plan to the support agent, such that the support agent can access related product information, related client information, and related customer information from via the first, second, and third links of the touch plan during the live support session, without having to individually access the client database, product database, and user database.

3. The method of claim 2, further comprising:

logging, by a logging module, interaction between the customer and the support agent during the live support session;

storing the logged interaction in an interaction history database associated with the server; and

providing a fourth link in the touch plan referencing to the logged interaction in the interaction history database, such that the support agent can access from the fourth link of the touch plan interactive history of the customer during the live support session.

4. The method of claim 3, further comprising:

determining, by a persuasive engine, a second product or service based on the product information and interactive history of the customer; and

providing a fifth link in the touch plan to the second product or service, such that the support agent can propose the second product or service from the fifth link of the touch plan as an alternative solution to the customer during the live support session.

5. The method of claim 2, wherein the touch plan further includes information identifying a third product that is purchased by the customer from the same client of the selected product.

6. The method of claim 1, wherein a set of client rules of a client defines one or more processes to be performed that have been specifically tailored to the client'"'"'s needs when providing support services to a customer of the client.

7. The method of claim 1, wherein at least one product listed in the personalized page is associated with a link to a publication forum, possibly containing a solution to a problem with the customer concerning the product, to allow the customer to find a solution to the problem without having to initiating the live support session with the support agent.

8. A non-transitory computer-readable storage medium having instructions stored therein, which when executed by a computer, cause the computer to perform a method for product support services, the method comprising:

maintaining, in a client database associated with a server representing a support center, a set of client rules of a plurality of clients, the set of rules being obtained by communicating with a backend system of each of the clients via a respective application programming interface (API) of the respective client, wherein each set of client rules of each client includes one or more communications channels preferred by the client to communicate with customers of the client, wherein the support center provides support services for a plurality of products on behalf of the plurality of clients, and wherein a client is one of a manufacturer, a distributer, a retailer, and a service broker;

maintaining, in a user database associated with the server, a plurality of customer profiles having customer information of a plurality of customers who have registered with the support center, wherein each customer profile includes a customer identity of a respective customer and one or more products acquired by the respective customer from one or more of the clients;

in response to a request from a mobile application running at a mobile device of a customer, transmitting a personalized page to the mobile application of the mobile device of the customer, the personalized page including a list of one or more products retrieved from the customer profile of the customer, wherein each of the one or more products listed in the personalized page is associated with one or more communications channels preferred by an associated client, which are retrieved from the client database;

receiving from the mobile application a live support request that is initiated from a selected product of the personalized page, the live support request including a selection selecting one of the preferred communications channels listed on the personalized page; and

establishing a live communication session between the customer and a support agent of the support center using a selected communications channel to enable the support agent to provide live support services to the customer concerning the selected product.

9. The medium of claim 8, wherein the method further comprises:

maintaining, in a product database associated with a server, product information concerning a plurality of products provided by the plurality clients, wherein the product information is obtained by communicating with the backend system of a respective client via the client API, the product information including at least one of user manual and technical manual of the associated product;

in response to the live support request, generating, by a case management module, a unique case identifier (ID) that uniquely identifies the live support session;

generating, by a touch engine, a touch plan represented by a data structure as a place holder for storing information related to the live support session, the touch plan being tracked by the unique case ID, wherein the touch plan includes a first link referenced to a first database entry of the client database that is associated with a client providing the selected product, a second link referenced to a second database entry of the product database that is associated with the selected product, and a third link referenced to a customer profile of the customer; and

transmitting the touch plan to the support agent, such that the support agent can access related product information, related client information, and related customer information from via the first, second, and third links of the touch plan during the live support session, without having to individually access the client database, product database, and user database.

10. The medium of claim 9, wherein the method further comprises:

logging, by a logging module, interaction between the customer and the support agent during the live support session;

storing the logged interaction in an interaction history database associated with the server; and

providing a fourth link in the touch plan referencing to the logged interaction in the interaction history database, such that the support agent can access from the fourth link of the touch plan interactive history of the customer during the live support session.

11. The medium of claim 10, wherein the method further comprises:

determining, by a persuasive engine, a second product or service based on the product information and interactive history of the customer; and

providing a fifth link in the touch plan to the second product or service, such that the support agent can propose the second product or service from the fifth link of the touch plan as an alternative solution to the customer during the live support session.

12. The medium of claim 9, wherein the touch plan further includes information identifying a third product that is purchased by the customer from the same client of the selected product.

13. The medium of claim 8, wherein a set of client rules of a client defines one or more processes to be performed that have been specifically tailored to the client'"'"'s needs when providing support services to a customer of the client.

14. The medium of claim 8, wherein at least one product listed in the personalized page is associated with a link to a publication forum, possibly containing a solution to a problem with the customer concerning the product, to allow the customer to find a solution to the problem without having to initiating the live support session with the support agent.

15. A system for product support services provided by a support center, the system comprising:

a processor; and

a memory coupled to the processor for storing instructions, which when executed from the memory, cause the processor to perform a method, the method including

maintaining, in a client database associated with a server representing a support center, a set of client rules of a plurality of clients, the set of rules being obtained by communicating with a backend system of each of the clients via a respective application programming interface (API) of the respective client, wherein each set of client rules of each client includes one or more communications channels preferred by the client to communicate with customers of the client, wherein the support center provides support services for a plurality of products on behalf of the plurality of clients, and wherein a client is one of a manufacturer, a distributer, a retailer, and a service broker,

maintaining, in a user database associated with the server, a plurality of customer profiles having customer information of a plurality of customers who have registered with the support center, wherein each customer profile includes a customer identity of a respective customer and one or more products acquired by the respective customer from one or more of the clients,

in response to a request from a mobile application running at a mobile device of a customer, transmitting a personalized page to the mobile application of the mobile device of the customer, the personalized page including a list of one or more products retrieved from the customer profile of the customer, wherein each of the one or more products listed in the personalized page is associated with one or more communications channels preferred by an associated client, which are retrieved from the client database,

receiving from the mobile application a live support request that is initiated from a selected product of the personalized page, the live support request including a selection selecting one of the preferred communications channels listed on the personalized page, and

establishing a live communication session between the customer and a support agent of the support center using a selected communications channel to enable the support agent to provide live support services to the customer concerning the selected product.

16. The system of claim 15, wherein the method further comprises:

maintaining, in a product database associated with a server, product information concerning a plurality of products provided by the plurality clients, wherein the product information is obtained by communicating with the backend system of a respective client via the client API, the product information including at least one of user manual and technical manual of the associated product;

in response to the live support request, generating, by a case management module, a unique case identifier (ID) that uniquely identifies the live support session;

generating, by a touch engine, a touch plan represented by a data structure as a place holder for storing information related to the live support session, the touch plan being tracked by the unique case ID, wherein the touch plan includes a first link referenced to a first database entry of the client database that is associated with a client providing the selected product, a second link referenced to a second database entry of the product database that is associated with the selected product, and a third link referenced to a customer profile of the customer; and

transmitting the touch plan to the support agent, such that the support agent can access related product information, related client information, and related customer information from via the first, second, and third links of the touch plan during the live support session, without having to individually access the client database, product database, and user database.

17. The system of claim 16, wherein the method further comprises:

logging, by a logging module, interaction between the customer and the support agent during the live support session;

storing the logged interaction in an interaction history database associated with the server; and

providing a fourth link in the touch plan referencing to the logged interaction in the interaction history database, such that the support agent can access from the fourth link of the touch plan interactive history of the customer during the live support session.

18. The system of claim 17, wherein the method further comprises:

determining, by a persuasive engine, a second product or service based on the product information and interactive history of the customer; and

providing a fifth link in the touch plan to the second product or service, such that the support agent can propose the second product or service from the fifth link of the touch plan as an alternative solution to the customer during the live support session.

19. The system of claim 16, wherein the touch plan further includes information identifying a third product that is purchased by the customer from the same client of the selected product.

20. The system of claim 15, wherein a set of client rules of a client defines one or more processes to be performed that have been specifically tailored to the client'"'"'s needs when providing support services to a customer of the client.

21. The system of claim 15, wherein at least one product listed in the personalized page is associated with a link to a publication forum, possibly containing a solution to a problem with the customer concerning the product, to allow the customer to find a solution to the problem without having to initiating the live support session with the support agent.