METHODS, DEVICES AND SYSTEMS FOR PROVIDING ONLINE CUSTOMER SERVICE

• US 20150310377A1
• Filed: 04/24/2014
• Published: 10/29/2015
• Est. Priority Date: 04/24/2014
• Status: Abandoned Application

• Current Assignee: Videodesk SA
• Original Assignee: Videodesk SA
• Inventors: SCHLUMBERGER, Igor, LEBOIS, David, SALOMON, Guillaume, DUVAL, Cyrille, COSTE, Olivier
• Application Number:
  US14/261,127
• Publication Number:
  US 20150310377A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting

Abstract

A method may comprise determining whether a customer service representative is available now for an online communication session over a computer network with a customer browsing a webpage of a website: causing a customer service availability notification to display on the webpage of the website browsed by the customer, the customer service availability notification being configured to identify at least the customer service representative that is available now and modes of communication with which the customer may communicate with the identified customer service representative; receiving, over the computer network, an indication that the customer desires to enter into the online communication session with the identified customer service representative and a selection of a desired one of a plurality of available modes of communication: and upon receiving the indication from the customer, initiating the online communication session with the identified customer service representative using the selected mode of communication.

Claims

1. A method, comprising:

determining whether a customer service representative is available now for an online communication session over a computer network with a customer browsing a webpage of a website;

causing a customer service availability notification to display on the webpage of the website browsed by the customer, the customer service availability notification being configured to identify at least the customer service representative that is available now and modes of communication with which the customer may communicate with the identified customer service representative;

receiving, over the computer network, an indication that the customer desires to enter into the online communication session with the identified customer service representative and a selection of a desired one of a plurality of available modes of communication; and

upon receiving the indication from the customer, initiating the online communication session with the identified customer service representative using the selected mode of communication.

2. The method of claim 1, wherein initiating the online communication session is carried out without placing the customer in a queue waiting the identified customer service representative to become available.

3. The method of claim 1, wherein the plurality of modes of communication comprise text chat, audio, full duplex video and one-way video with the identified customer service representative.

4. The method of claim 3, further comprising switching the initiated online communication session from one of the plurality of modes of communication to another one of the plurality of modes of communication.

5. The method of claim 4, wherein switching is carried out without action from customer.

6. The method of claim 3, wherein the text chat mode of communication remains available during an audio only, full duplex and one-way video communication session.

7. The method of claim 1, further comprising selecting media from a media library and pushing the selected media over the computer network for viewing by the customer while maintaining the online communication session with the customer using the selected mode of communication.

8. The method of claim 7, wherein the media comprises a video.

9. The method of claim 8, further comprising providing the customer with a link to the video.

10. The method of claim 7, wherein the media comprises an electronic document.

11. The method of claim 10, further comprising providing the electronic document to the customer.

12. The method of claim 1, further comprising causing a notification of a number of customer service representatives that are available now for an online communication session with the customer to be displayed to the customer.

13. The method of claim 1, wherein the customer service availability notification further comprises a picture of the customer service representative that is available now.

14. The method of claim 1, wherein the customer service availability notification further comprises at least one of a title of the identified customer service representative, languages spoken by the identified customer service representative and an expertise of the identified customer service representative.

15. The method of claim 1, wherein determining comprises detecting whether the customer service representative is a) currently physically present at his or her workstation and b) available now for the online communication session with the customer.

16. The method of claim 15, further comprising causing a previously-displayed customer service availability notification to be removed from view of the customer if the customer service representative is determined to not be currently physically present at his or her workstation or is not available now for the online communication session with the customer.

17. The method of claim 1, further comprising one of co-browsing and screen with the customer during the online communication with the customer using the selected mode of communication.

18. The method of claim 1, further comprising enabling the identified customer service representative to selectively highlight a portion of the webpage currently viewed by the customer.

19. The method of claim 1, further comprising, during a live video communication session between the customer and the identified customer service representative using a first camera, activating a second camera and a second live video feed and causing the second live video feed to be displayed on the webpage currently viewed by the customer.

20. The method of claim 1, wherein the second camera is pointed to the hands of the customer service representative, thereby enabling the identified customer service representative to physically manipulate and demonstrate a product to the customer during the live video session with the customer.

21. The method of claim 1, further comprising generating and providing a transcript of the online communication session.

22. A method, comprising:

displaying a website accessible over a computer network using a browser;

displaying, on the browser, a customer service availability notification, the customer service availability notification identifying at least a customer service representative that is available now for an online communication session and a plurality of available modes of communication with which the communication session with the identified customer service representative may be initiated;

initiating the online communication session with the identified customer service representative by sending, over the computer network, a first signal that is indicative of a selected customer service availability notification and a desired one of the plurality of available modes of communication; and

enabling the online communication session to be carried out with the identified customer service representative using the selected mode of communication while continuing to display and enable browsing of the website.

23. The method of claim 22, wherein initiating the online communication session is carried out without being placed in a queue waiting for the identified customer service representative to become available.

24. The method of claim 22, wherein the plurality of modes of communication comprise text chat, audio, full duplex video and one-way video with the identified customer service representative.

25. The method of claim 24, further comprising switching from one of the plurality of available modes of communication to another one of the plurality of available modes of communication.

26. The method of claim 25, wherein switching is carried out without action from customer

27. The method of claim 24, wherein the text chat mode of communication remains available during an audio only, full duplex and one-way video communication session.

28. The method of claim 22, further comprising sending, over the computer network, a second signal that is indicative of an agreement for selected media from a media library to be pushed to the browser over the computer network while maintaining the online communication session with the identified customer service representative using the selected mode of communication.

29. The method of claim 28, wherein the media comprises a video.

30. The method of claim 29, further comprising receiving a link to the video.

31. The method of claim 28, wherein the media comprises an electronic document.

32. The method of claim 31, further comprising one of receiving and downloading the electronic document.

33. The method of claim 22, further comprising receiving a notification of a number of identified customer service representatives that are available now for an online communication session.

34. The method of claim 22, wherein the customer service availability notification further comprises a picture of the customer service representative that is available now.

35. The method of claim 22, wherein the customer service availability notification further comprises at least one of a title of the identified customer service representative, languages spoken by the identified customer service representative and an expertise of the identified customer service representative.

36. The method of claim 22, wherein the customer service representative availability notification is only displayed on the browser when the customer service representative is a) currently physically present at his or her workstation and b) available now for the online communication session.

37. The method of claim 36, further comprising removing a previously-displayed customer service availability notification from the browser if the identified customer service representative is determined to not be currently physically present at his or her workstation or is not available now for the online communication session with the customer.

38. The method of claim 22, further comprising one of co-browsing and screen with the identified customer service representative during the online communication with the identified customer service representative using the selected mode of communication.

39. The method of claim 22, further comprising selectively highlighting a portion of the webpage currently displayed by the browser in response to actions from the identified customer service representative.

40. The method of claim 22, further comprising, during a live video communication session with the identified customer service representative using a first camera aimed at the identified customer service representative, the browser displaying a second live video feed and causing the second live video feed to be displayed on the browser.

41. The method of claim 40, wherein the second camera is pointed to the hands of the customer service representative, thereby enabling the browser to display the identified customer service representative physically manipulating and demonstrating a product during the live video session.