METHOD OF INTERNET REAL-TIME CUSTOMER SERVICE

• US 20160132895A1
• Filed: 01/19/2016
• Published: 05/12/2016
• Est. Priority Date: 09/09/2014
• Status: Abandoned Application

• Current Assignee: Chien-Chung Yueh
• Original Assignee: Chien-Chung Yueh
• Inventors: YUEH, CHIEN-CHUNG
• Application Number:
  US15/000,509
• Publication Number:
  US 20160132895A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment

Abstract

The present invention provides a method of Internet real-time customer service, including the steps of: providing an online customer service system connected to Internet; providing an exclusive login data to the website operator registering to the online customer service system; for customer service staff of website operator using the exclusive login data to log in to the online customer service system for the online customer service system to enable customer service staff of website operator able to monitor the website; and when visitor visiting the website, the online customer service system providing a plurality of interaction channels between the customer service staff and the visitor as the basis of interaction so that the customer service staff and the visitor able to select from a plurality of interaction channels for interacting with each other.

Claims

1. A method of Internet real-time customer service, which comprises:

providing an online customer service system by a handheld device, which is connected to Internet;

providing an exclusive login data including a login source code and an login executable file to a website operator registering to the online customer service system;

customer service staff of the website operator using the exclusive login data to log in to the online customer service system for the online customer service system by the handheld device to enable the customer service staff of the website operator to monitor the website by the handheld device; and

when a visitor visits website, the online customer service system providing a plurality of interaction channels between the customer service staff and the visitor as the basis of interaction so that the customer service staff and the visitor able to select from a plurality of interaction channels for interacting with each other;

wherein after the website operator adds the login source code to the website operator'"'"'s own web page program code, the website operator logs in and connects to the online customer service system for the first time by the handheld device;

the online customer service system enables the customer service staff of the website to monitor the website by the handheld device, and the website operator can use web page to directly log in to the online customer service system by the handheld device subsequently;

wherein the website operator can log in to the online customer service system by executing the login executable file;

wherein the handheld device includes a mobile computing device, a portable computing device, a smart phone or a tablet computer;

wherein the plurality of interaction channels further comprises a first interaction channel, a second interaction channel and a third interaction channel;

the first interaction channel is for the customer service staff to initiate sending an interaction invitation to the visitor to the website;

the interaction invitation appears as a dialog box to the visitor;

the online customer service system waits for the visitor to respond;

when the visitor accepts the interaction invitation, the online customer service system automatically switches to the second interaction channel;

the second interaction channel is for customer service staff and visitor to conduct interaction;

the interaction further comprises a plurality of interaction mechanisms;

the customer service staff and visitor can select at least one from the plurality of interaction mechanism to conduct interaction;

the third interaction channel is established in the website by the online customer service system in the format of an icon;

when the visitor visiting the website clicks on the icon, the online customer service system allows the customer service staff and the visitor to conduct interaction;

the interaction further comprises a plurality of interaction mechanisms;

the customer service staff and visitor can select at least one from the plurality of interaction mechanism to conduct interaction;

wherein the plurality of interaction mechanisms further comprises;

text, audio, image, video, file transfer, customer service staff transfer real time and real time virtual image and real image merging on a video frame;

wherein the text of the interaction mechanisms includes real time language interpretation between the customer service staff and the visitor;

wherein the audio of the interaction mechanisms includes auto play voice message from the visitor on the handheld device of the customer service staff;

wherein the customer service staff transfer real time of the interaction mechanisms includes real time text transfer from the handheld device of one customer service staff to the handheld device of another customer service staff.

2. The method as claimed in claim 1, wherein the online customer service system further comprises at least a database;

the online customer service system can record and store IP address of the visitor when visiting the website and interaction contents through the interaction mechanism to the database.

3. The method as claimed in claim 1, wherein the visitor visits the website through an electronic device including a desktop computer, a notebook computer, a tablet computer, or a smart phone.

4. The method as claimed in claim 2, wherein the real image includes an image of the visitor in the video frame of the handheld device and the virtual image includes an image of at least one object stored in the database of the handheld device.