Method and System for Crowd-Sourcing Customer Care

• US 20150269586A1
• Filed: 03/18/2014
• Published: 09/24/2015
• Est. Priority Date: 03/18/2014
• Status: Abandoned Application

• Current Assignee: Cellco Partnership, Inc. (Verizon Communications Inc.)
• Original Assignee: Cellco Partnership, Inc. (Verizon Communications Inc.)
• Inventors: Garia, Heera Singh, Kumar, Ram
• Application Number:
  US14/217,579
• Publication Number:
  US 20150269586A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A method and system are disclosed that enables crowd-sourcing of customer care. The disclosed crowd sourcing system may use a diverse workforce, including a business'"'"'s customer base, an online community, and an employee base. The exemplary crowd-sourcing system may use a service level agreement for the crowd care providers that includes a time constraint period during which the crowd care provider may submit a response to a customer request. Customer requests may be routed to one or more particular crowd care providers or crowd care tiers, whose expertise and/or experience may be taken into account during such routing. In this manner, customer requests may be resolved in a timely fashion without relying solely on an employee base.

Claims

1. A method comprising:

receiving a request, via a crowd care portal, from a customer of a business;

routing, by a routing module, the request to at least one crowd care tier of a plurality of crowd care tiers, the plurality of crowd care tiers comprising individuals who have entered a service level agreement with the business, the service level agreement comprising a time constraint period defining a period of time the individuals have to submit a solution to the request;

receiving, by the routing module, the solution to the request from the at least one crowd care tier, in compliance with the service level agreement; and

sending, by an alerts management module, the solution to the customer.

2. The method of claim 1, wherein the request pertains to a troubleshooting issue for a product or service sold by the business to the customer.

3. The method of claim 1, wherein the plurality of crowd care tiers comprise:

a customer crowd tier consisting of customers of the business;

an online community crowd tier comprising individuals who are not customers of the business; and

a business representative tier consisting of employees of the business.

4. The method of claim 1, further comprising receiving informational inputs at the routing module, and appending the informational inputs to the request before routing the request to the at least one crowd care tier.

5. The method of claim 1, further comprising receiving information from the customer about whether the solution sent to the customer resolved the request.

6. The method of claim 5, further comprising:

updating a knowledge database with the information received from the customer and the solution to the request received from the at least one crowd care tier; and

using the knowledge database to aid in resolving future requests from other customers.

7. The method of claim 1, further comprising rewarding individuals in the at least one crowd care tier who submit solutions to the request, with points that may be redeemed for discounts on products or services offered by the business.

8. The method of claim 1, further comprising defining, by a crowd management module, a level of expertise and/or experience required for membership in each of the plurality of crowd care tiers.

9. The method of claim 8, further comprising providing, by the crowd management module, training and/or testing opportunities to advance from one crowd care tier requiring a first level of expertise to a second crowd care tier requiring a second level of expertise greater than the first level of expertise.

10. The method of claim 1, further comprising refining, by a solutions management module, the request before routing the request to the at least one crowd care tier.

11. A system comprising:

a processor; and

a memory comprising computer-readable instructions which when executed by the processor cause the processor to perform the steps comprising;

receiving a request from a customer of a business;

routing the request to at least one crowd care tier of a plurality of crowd care tiers, the plurality of crowd care tiers comprising individuals who have entered a service level agreement with the business, the service level agreement comprising a time constraint period defining a period of time the individuals have to submit a solution to the request;

receiving the solution to the request from the at least one crowd care tier, in compliance with the service level agreement; and

sending the solution to the customer.

12. The system of claim 11, wherein the request pertains to a troubleshooting issue for a product or service sold by the business to the customer.

13. The system of claim 11, wherein the plurality of crowd care tiers comprise:

a customer crowd tier consisting of customers of the business;

an online community crowd tier comprising individuals who are not customers of the business; and

a business representative tier consisting of employees of the business.

14. The system of claim 11, wherein the instructions further cause to processor to receive informational inputs and append the informational inputs to the request before routing the request to the at least one crowd care tier.

15. The system of claim 11, wherein the instructions further cause the processor to receive information from the customer about whether the solution sent to the customer resolved the request.

16. The system of claim 15, wherein the instructions further cause the processor to:

update a knowledge database with the information received from the customer and the solution to the request received from the at least one crowd care tier; and

use the knowledge database to aid in resolving future requests from other customers.

17. The system of claim 11, wherein the instructions further cause the processor to reward individuals in the at least one crowd care tier who submit solutions to the request, with points that may be redeemed for discounts on products or services offered by the business.

18. The system of claim 11, wherein the instructions further cause the processor to define a level of expertise and/or experience required for membership in each of the plurality of crowd care tiers.

19. The system of claim 18, wherein the instructions further cause the processor to provide training and/or testing opportunities to advance from one crowd care tier requiring a first level of expertise to a second crowd care tier requiring a second level of expertise greater than the first level of expertise.

20. The system of claim 11, wherein the instructions further cause the processor to refine the request before routing the request to the at least one crowd care tier.