System and method of integrating plurality of customer care service centers for registering and tracking customer requests using one single platform

• US 20140222499A1
• Filed: 02/05/2013
• Published: 08/07/2014
• Est. Priority Date: 02/05/2013
• Status: Abandoned Application

• Current Assignee: Balakrishna Dixit, Tapas Dixit
• Original Assignee: Balakrishna Dixit, Tapas Dixit
• Inventors: Dixit, Balakrishna, Dixit, Tapas
• Application Number:
  US13/759,074
• Publication Number:
  US 20140222499A1
• Time in Patent Office: Days
• US Class Current: 705/7.29
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

The present invention provides a system and method of integrating plurality of customer care service centers for registering and tracking customer requests using one single platform to address products or service related issues with the customers. The system acts as a single point of contact for the customers to register and track complaints or issues with multiple customer care service centers of various products or service providers which are owned and used by the customer. The system completely eliminates the manual intervention at the back end i.e. on the customer care service centre during the time of registering a new complaint. The invention provides automation of raising/tracking complaints for multiple services provided to the customer by multiple service providers and avoids manual intervention from the customer care service centers where a customer care representative comes in to log a complaint or provide details for an existing complaint.

Claims

1. A system for integrating plurality of customer care service centres for registering and tracking customer requests using one single platform, the system comprising:

a. a two way interactive portal having graphical user interface, the portal connected to a plurality of customer care service centres via network for direct communication between a customer and the plurality of customer care service centres wherein the portal facilitates the registration and tracking of requests from the customers wherein the requests relate to products, services or event businesses owned by a customer;

b. a customer repository connected to the portal for storing details of the customer, product details and communication details between the customer and the plurality of customer care service systems;

c. a forms repository connected to the portal for storing a form specific to each customer care service centre;

wherein the customer is enabled to directly communicate with plurality of customer care service centre without the need of individually interacting with each customer care service centre for various products and services related complaints and queries.

2. The system as claimed in claim 1 wherein the request from the customer mainly includes at least one of:

a. registration of a new complaint to the customer care service centre by the customer;

b. tracking of complaint previously registered by the customer;

c. sending a general query regarding a product or service by the customer

3. The system as claimed in claim 2 wherein customer posts complaint to the social media platform after registering a complaint with the customer care service centre.

4. The system as claimed in claim 1 wherein the customer registers himself/herself to the system by providing customer details wherein customer details further comprise:

a. customer'"'"'s name,

b. customer'"'"'s address;

c. customer'"'"'s date of birth;

or

d. customer'"'"'s contact number,

wherein customer details are stored in the customer repository.

5. The system as claimed in claim 4 wherein the customer repository stores details related to the products owned by the customer wherein the details related to the product are specific to each product.

6. The system as claimed in claim 1 wherein product also includes services rendered by service providers which are availed by the customer.

7. The system as claimed in claim 2 wherein the customer care service centres participating in the system provide a form specific to the customer care service centre for each request wherein the form is used while transmitting customer request to relevant customer care service system.

8. The system as claimed in claim 4 wherein while transmitting the customer request to the customer care service systems, the form is filled automatically with customer details and product details whereby eliminating the efforts of contacting the different customer care centres for each product and explaining the product details and associated issues etc. which enables the customers with hassle free interaction with various customer care service centres using single platform.

9. The system as claimed in claim 5 wherein the request is forwarded to the relevant customer care service centre in the form specified by each customer care service centre

10. The system as claimed in claim 9 wherein a unique reference ID is generated by the customer care service centre and sent to the customer through the portal.

11. The system as claimed in claim 10 wherein the customer care service centre verifies the request and transmits the request status to the customer.

12. The system as claimed in claim 1 and claim 10 wherein customer repository stores request'"'"'s reference ID, product details and status of the complaint for each communication between the customer and the customer care service system.

13. The system as claimed in claim 1 wherein a plurality of sellers of products are connected to the system wherein the retailer or seller provide the customer details using the portal and submit to the system.

14. The system as claimed in claim 1 wherein the system further includes a business intelligence layer to conduct analytics work on records from end customer repository and forms repository wherein the analytics are used for at least one of:

a. determining the most popular and least popular products or services among customers;

b. determining the products or services having largest incidence of complaints and issues for easy charting of the trends among various categories of the customers;

c. determining the buying behaviour of customers belonging to a particular geography, location or demography;

d. designing and developing new product/service ideas based on the analytics;

e. up selling to the customers;

f. providing incentives to the customers for being loyal.

15. The system as claimed in claim 1 wherein the system is implemented as a computer application wherein the customer uses the computer application to connect and interact with various customer care service centres through network.

16. The system as claimed in claim 1 wherein the system is implemented as an interactive portal wherein the customer accesses the system using web browser to register, raise and track the previously filed complaints.

17. The system as claimed in claim 1 wherein the computing device includes any device having computing capabilities and a display such as a computer, tablet, smart phone, smart watch, smart camera and smart television.

18. A method of registering and tracking product related requests with plurality of customer care service centres using one single platform, the method comprising the steps of:

a. receiving a request from a customer through interactive portal, having graphical user interface for enabling direct communication between the customer and a plurality of customer care service centres using single platform wherein the request relates to the product owned by the customer;

b. retrieving the customer details and product details from a customer repository;

c. transmitting the request with customer details and product details to the corresponding customer care service centre;

d. receiving the request status from the customer care service centre;

e. transmitting the request status to the interactive portal to display on the user interface,

wherein the customer is enabled to directly communicate with plurality of customer care service centre using one single platform without the need of directly interacting with each customer care service centre related to various products and services.

19. The method as claimed in claim 18 wherein the request comprises at least one of:

a. registering a new complaint to the customer care service centre by the customer;

b. tracking a complaint previously raised by the customer;

c. sending a general query regarding a product by the customer.

20. The method as claimed in claim 19 wherein the customer registers himself/herself by providing customer details wherein customer details further comprise:

a. customer'"'"'s name,

b. customer'"'"'s address;

c. customer'"'"'s date of birth;

or

d. customer'"'"'s contact number,

wherein customer details are stored in the customer repository.

21. The method as claimed in claim 20 wherein the customer repository stores product related details which are specific to each product.

22. The method as claimed in claim 21 wherein product includes services rendered by service providers which are availed by the customer.

23. The method as claimed in claim 19 wherein the step of registering a new complaint further comprises the steps of:

a. receiving a request from the customer for registering a complaint related to a product owned by the customer through the user interface of the interactive portal;

b. displaying a list of all pre configured products on the user interface of the interactive portal for enabling the customer select the product to register a complaint;

c. retrieving and displaying details of the selected product on the user interface of the interactive portal;

d. customer care service centre recording and acknowledging the request by generating a unique reference ID for the request;

e. customer care service centre transmitting the reference ID and request status to the customer;

f. customer care service centre verifying the request and transmitting the reference id and request status to the interactive portal;

g. posting the complaint to the social media platform in case customer wants.

24. The method as claimed in claim 23 wherein the customer care service centres provide a form specific to the customer care service centre for each request wherein the form is used by the platform while transmitting customer request to corresponding customer care service system.

25. The method as claimed in claim 20 wherein customer repository stores request'"'"'s reference ID, product details and status of the complaint for each communication between the customer and the customer care service centre.

26. The method as claimed in claim 19 wherein the step of tracking a previously raised complaint further comprises the steps of:

a. receiving a request from the customer for tracking a previously registered complaint related to a product owned by the customer;

b. retrieving a complaint list of all the complaints registered by the customer from the customer repository and displaying the complaint list on the user interface for the user to select the complaint to be tracked;

c. transmitting the details of selected complaint to corresponding customer care service centre for request status;

d. customer care service centre receiving and verifying the request;

e. customer care service centre retrieving and transmitting the request status of the complaint to the interactive portal;

i. checking whether the customer is satisfied or not;

in case the customer is satisfied;

exiting the loop;

else

prompting the customer to either resubmit the complaint;

or

prompting the customer to write an email to the customer care service centre to escalate the process.

27. The method as claimed in claim 26 wherein the complaint list further comprises:

a. reference ID allotted while registering the complaint;

b. product name for which the complaint was raised;

c. the date of raising the complaint; and

d. the latest status of the complaint.

28. The method as claimed in claim 19 wherein the step of sending a general query regarding a product by the customer further comprises the steps of:

a. receiving a request from the customer for sending a general query regarding a product owned by the customer;

b. displaying a list of all products on the use interface of the interactive portal for enabling the customer select the product to send a general query;

c. transmitting the query to the corresponding customer care service centre;

d. customer care service centre receiving and verifying the query;

e. customer care service centre retrieving and transmitting the request update to the interactive portal.