METHODS AND SYSTEMS FOR PROVIDING MOBILE CUSTOMER SUPPORT
2 Assignments
0 Petitions
Accused Products
Abstract
Methods, systems, and computer program products are provided for mobile customer support. A customer service request is received at a mobile device from a user associated with the mobile device to access a customer service feature of an application associated with the mobile device. In response to the request, a user context is determined by at least one of saving a state of the application, storing data associated with the application or accessing user activity associated with the application. A communication request comprising the user context is sent to a customer service center (“CSC”) associated with the customer service feature. Communication between the CSC and the user is enabled, wherein the CSC accesses the user context and uses the user context during the communication.
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Citations
40 Claims
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1-20. -20. (canceled)
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21. A method, comprising:
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a mobile device presenting, via an application, a plurality of customer service features available to a user; the mobile device receiving, via the application, a request to establish a communication session with a customer service center (CSC); in response to the request; the mobile device accessing user activity information of the application, wherein the user activity information identifies a particular one of the plurality of customer service features as being viewed by the user when the request is received; and the mobile device establishing a wireless communication between the user and the CSC, wherein the establishing includes sending the user activity information to the CSC. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29, 30)
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31. A non-transitory computer readable medium having program instructions stored thereon, wherein the program instructions are executable by a mobile device to cause the mobile device to perform operations comprising:
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receiving a request to establish a voice communication with a customer service center (CSC) via an application that provides a plurality of user features; storing user activity information for the application, wherein the user activity information identifies a particular one of the plurality of user features as currently being viewed by a user of the mobile device; and in response to the request; establishing the voice communication with the CSC via the application; and conveying the user activity information to the CSC. - View Dependent Claims (32, 33, 34, 35)
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36. A method, comprising:
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a customer service center establishing a connection with a mobile device, wherein the mobile device executes an application that provides a plurality of services to a user of the mobile device; and the customer service center receiving, from the application of the mobile device, activity information about the user with respect to the application, wherein the activity information identifies one or more of the plurality of services being used by the user. - View Dependent Claims (37, 38, 39, 40)
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Specification