RETAIL CUSTOMER SERVICE INTERACTION SYSTEM AND METHOD

• US 20140365334A1
• Filed: 02/14/2014
• Published: 12/11/2014
• Est. Priority Date: 06/07/2013
• Status: Abandoned Application

• Current Assignee: BBY Solutions Incorporated (Best Buy Co., Inc.)
• Original Assignee: BBY Solutions Incorporated (Best Buy Co., Inc.)
• Inventors: Hurewitz, Matthew
• Application Number:
  US14/180,484
• Publication Number:
  US 20140365334A1
• Time in Patent Office: Days
• US Class Current: 705/26.41
• CPC Class Codes: G06Q 30/0613 Third-party assisted

Abstract

A system is provided that monitors a customer'"'"'s movements, locations, product interactions, and purchase behavior within a physical retail store. Emotional reactions to physical items and the virtual display are also tracked. The customer can utilize a mobile device app to request assistance from a retail store clerk. The app determines the position of the customer'"'"'s mobile device within the store, such as by using Bluetooth beacons, and then transmits this position and a request for assistance to a server computer. The server gathers information about the customer, and then transmits the information along with the request for assistance and the customer location to a sales clerk. A mobile device used by the clerk receives this information and displays the information and request to the sales clerk.

Claims

1. A method comprising:

a) receiving, at a server computer and from a customer mobile device, a request for assistance, the request for assistance including a customer identifier for a customer and a customer location, the customer location indicating a position of the customer mobile device within a physical retail store;

b) at the server computer, utilizing the customer identifier to gather customer data from a customer database;

c) at the server computer, identifying a clerk mobile device carried by an available sales clerk within the physical retail store;

d) at the server computer, transmitting an assistance request to the clerk mobile device;

e) at the server computer, transmitting the customer location and the customer data to the clerk mobile device for presentation on a display of the clerk mobile device.

2. The method of claim 1, wherein the customer location received from the customer mobile device as analyzed and transformed by the server before being transmitted to the clerk mobile device.

3. The method of claim 1, wherein the step of transmitting the assistance request to the clerk mobile device further comprises identifying a clerk mobile device address for the clerk mobile device and transmitting the assistance request to the clerk mobile device address.

4. The method of claim 3, wherein the clerk mobile device is a tablet computer.

5. The method of claim 1, further comprising:

f) at the server computer, receiving an acceptance of the assistance request from the clerk mobile device; and

g) at the server computer, transmitting a confirmation of help message to the customer mobile device indicating that the available sales clerk is to be expected.

6. The method of claim 5, wherein the confirmation of help message includes a photograph of the available sales clerk.

7. The method of claim 1, wherein the customer data presented on the display of the clerk mobile device comprises a photograph of the customer and a customer name.

8. The method of claim 1, wherein the customer data presented on the display of the clerk mobile device comprises past purchases made by the customer at a retailer associated with the physical retail store.

9. The method of claim 1, wherein the customer data presented on the display of the clerk mobile device comprises a status of the customer in a retailer loyalty program.

10. The method of claim 1, wherein the customer data presented on the display of the clerk mobile device comprises past browsing behavior of the customer at a website operated by a retailer associated with the physical retail store.

11. The method of claim 1, wherein the customer data presented on the display of the clerk mobile device comprises customized offers made to the customer by a retailer associated with the physical retail store.

12. The method of claim 1, wherein the customer data presented on the display of the clerk mobile device comprises recommended items available for purchase within the physical retail store, wherein the recommended items are recommended based on past customer purchase and browsing behavior.

13. The method of claim 1, wherein the customer location is derived from a beacon positioned within the physical retail store.

14. The method of claim 1, further comprising:

f) at the server computer, after transmitting the customer location to clerk mobile device, receiving customer location information from sensors at the physical retail store that detect a current location of the customer that is different from the customer location received from the customer mobile device;

g) at the server computer, transmitting a revised customer location based on the customer location information to the clerk mobile device for presentation on the display of the clerk mobile device.

15. The method of claim 14, wherein the sensors detect a MAC address from the customer mobile device to determine the customer location information.

16. A system comprising:

a server computer having a server processor, tangible, non-transitory server memory, and server programming on the server memory instructing the server processor;

a mobile device having a mobile device processor, a mobile device display, a tangible, non-transitory mobile device memory, and mobile device programming on the mobile device memory instructing the mobile device processor;

wherein the server programming programs the server processor to receive a request for assistance from a customer mobile device, the request for assistance including a customer identifier for a customer and a customer location, the customer location indicating a location for the customer mobile device within a physical retail store;

wherein the server programming further programs the server processor to use the customer identifier to gather customer data from a customer database

wherein the server programming further programs the server processor to transmit an assistance request, the customer location, and the customer data to the mobile device; and

wherein the mobile device programming programs the mobile device processor to present on the mobile device display the customer location and the customer data.

17. The system of claim 16, further comprising a beacon located in the physical retail store that transmits a unique beacon identifier;

wherein the customer location received from the customer mobile device comprises the unique beacon identifier.

18. The system of claim 16, wherein the customer data comprises customer identifying information and information about past purchases made by the customer at a retailer associated with the physical retail store.

19. The system of claim 18, wherein the customer data further comprises a customized offer available to the customer based on past shopping behavior of the customer with the retailer.

20. A method comprising:

a) at a sensor found at a sensor location within a retail store, detecting identifying information concerning a customer;

b) at a server, receiving the identifying information from the sensor;

c) at the server, identifying a first customer record in a customer database based on the received identifying information;

d) at the server, receiving a request for customer assistance from a customer mobile device;

e) at the server, associating the first customer record with the request for assistance;

f) at the server computer, transmitting a request to assist the customer to a clerk mobile device, the request to assist the customer including the sensor location to indicate a current location for the customer.

21. The method of claim 20, wherein the sensor detects identifying information by detecting digital data transmitted from the customer mobile device.