Customer Contact Management

• US 20140156538A1
• Filed: 12/05/2012
• Published: 06/05/2014
• Est. Priority Date: 12/05/2012
• Status: Abandoned Application

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Beattie, James Gordon Jr., Kandasamy, Veeramani
• Application Number:
  US13/705,510
• Publication Number:
  US 20140156538A1
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

Concepts and technologies are disclosed herein for customer contact management. According to one aspect described herein, a method can include a computing system receiving customer information from a customer access point. The method can also include the computing system generating a customer contact plan based at least in part upon the customer information. The customer contact plan can be useable by an individual to provide a service to a customer associated with the customer information. The method can also include the computing system presenting the customer contact plan to the individual so that the individual can utilize the customer contact plan to provide the service to the customer.

Claims

1. A method comprising:

receiving, by a computing system comprising a processor, customer information from a customer access point that requests the customer information from a customer device associated with a customer and receives the customer information from the customer device associated with the customer;

generating, by the computing system, a customer contact plan based at least in part upon the customer information, the customer contact plan being useable by an individual to provide a service to a customer associated with the customer information; and

presenting, by the computing system, the customer contact plan to the individual so that the individual can utilize the customer contact plan to provide the service to the customer.

2. The method of claim 1, further comprising receiving, by the computing system, additional customer information comprising sales information, service information, billing information, installation information, device repair information, customer service chat record information, customer service call record information, customer service email record information, appointment information for an appointment associated with the customer, social network information associated with the customer, or any combination thereof.

3. The method of claim 2, wherein receiving, by the computing system, the additional customer information from the customer database comprises receiving, by the computing system, a customer profile associated with the customer, the customer profile comprising the additional customer information.

4. The method of claim 1, further comprising receiving, by the computing system, location information associated with the customer, and wherein generating, by the computing system, the customer contact plan comprises generating, by the computing system, the customer contact plan in response to receiving the location information associated with the customer and determining that the location information indicates that the customer is within a predetermined distance of a store associated with the customer access point.

5. The method of claim 1, further comprising detecting, by the customer access point, the customer device, and wherein the customer information is received from the customer device in response to the customer access point detecting the customer device and requesting the customer information from the customer device.

6. The method of claim 1, further comprising receiving service completion information that identifies a result of the service provided to the customer in accordance with the customer contact plan.

7. The method of claim 6, further comprising updating, by the computing system, a customer profile associated with the customer with the service completion information.

8. The method of claim 1, wherein the customer contact plan comprises a predicted reason for the customer requiring the service.

9. A system comprising:

a processor; and

a memory storing computer-executable instructions that, when executed by the processor, cause the processor to perform operations comprising

receiving customer information from a customer access point that requests the customer information from a customer device associated with a customer and receives the customer information from the customer device associated with the customer,

generating a customer contact plan based at least in part upon the customer information, the customer contact plan being useable by an individual to provide a service to a customer associated with the customer information, and

presenting the customer contact plan to the individual so that the individual can utilize the customer contact plan to provide the service to the customer.

10. The system of claim 9 wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising receiving additional customer information form a customer database, the additional information comprising sales information, service information, billing information, installation information, device repair information, customer service chat record information, customer service call record information, customer service email record information, appointment information for an appointment associated with the customer, social network information associated with the customer, or any combination thereof.

11. The system of claim 9, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising receiving location information associated with the customer, and wherein the computer-executable instructions that, when executed by the processor, cause the processor to perform the operations comprising generating the customer contact plan comprise computer-executable instructions that, when executed by the processor, cause the processor to perform the operations comprising generating the customer contact plan in response to receiving the location information associated with the customer and determining that the location information indicates that the customer is within a predetermined distance of a store associated with the customer access point.

12. The system of claim 9, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising detecting the customer device associated with the customer and wherein the customer information is received from the customer device at the customer access point in response to the customer access point detecting the customer device and requesting the customer information.

13. The system of claim 9, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising receiving service completion information that identifies a result of the service provided to the customer in accordance with the customer contact plan.

14. The system of claim 13, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising updating a customer profile associated with the customer with the service completion information.

15. The system of claim 9, further comprising a display, and wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations comprising presenting the customer contact plan to the individual comprise computer-executable instructions that, when executed by the processor, cause the processor to perform the operations comprising presenting the customer contact plan to the individual via the display.

16. A computer storage medium having computer-executable instructions stored thereon that, when executed by a processor, cause the processor to perform operations comprising:

receiving customer information from a customer access point that requests the customer information from a customer device associated with a customer and receives the customer information from the customer device associated with the customer;

generating a customer contact plan based at least in part upon the customer information, the customer contact plan being useable by an individual to provide a service to a customer associated with the customer information; and

presenting the customer contact plan to the individual so that the individual can utilize the customer contact plan to provide the service to the customer.

17. The computer storage medium of claim 16, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising receiving additional customer information form a customer database, the additional information comprising sales information, service information, billing information, installation information, device repair information, customer service chat record information, customer service call record information, customer service email record information, appointment information for an appointment associated with the customer, social network information associated with the customer, or any combination thereof.

18. The computer storage medium of claim 16, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising receiving location information associated with the customer, and wherein the computer-executable instructions that, when executed by the processor, cause the processor to perform the operations comprising generating the customer contact plan comprise computer-executable instructions that, when executed by the processor, cause the processor to perform the operations comprising generating the customer contact plan in response to receiving the location information associated with the customer and determining that the location information indicates that the customer is within a predetermined distance of a store associated with the customer access point.

19. The computer storage medium of claim 16, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising receiving service completion information that identifies a result of the service provided to the customer in accordance with the customer contact plan.

20. The computer storage medium of claim 19, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising updating a customer profile associated with the service completion information.