Online churn reduction and loyalty system

• US 6,301,471 B1
• Filed: 11/02/1998
• Issued: 10/09/2001
• Est. Priority Date: 11/02/1998
• Status: Expired due to Term

• Current Assignee: Unwired Planet LLC (JP Morgan Chase & Co)
• Original Assignee: Openwave Systems Incorporated (JP Morgan Chase & Co)
• Inventors: Dahm, Cynthia N., Laursen, Andrew L.
• Primary Examiner(s): Nguyen, Lee
• Assistant Examiner(s): Nguyen, Simon
• Application Number:
  US09/184,209
• Time in Patent Office: 1,072 Days
• Field of Search: 455/405, 455/403, 455/406-408, 455/412, 455/414, 455/418-419, 455/566, 379/114
• US Class Current: 455/405
• CPC Class Codes: H04M 15/00 Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
• CPC Class Codes: H04M 15/8083 involving reduced rates or discounts, e.g. time-of-day reductions or volume discounts
• CPC Class Codes: H04M 2215/0184 involving reduced rates or discounts, e.g. time-of-day reductions, volume discounts, cell discounts, group billing, frequent calling destination(s) or user history list
• CPC Class Codes: H04M 2215/0192 Sponsored, subsidised calls via advertising, e.g. calling cards with ads or connecting to special ads, free calling time by purchasing goods
• CPC Class Codes: H04M 2215/32 Involving wireless systems
• CPC Class Codes: H04W 4/00 Services specially adapted for wireless communication networks; Facilities therefor
• CPC Class Codes: H04W 4/12 Messaging; Mailboxes; Announcements
• CPC Class Codes: H04W 8/18 Processing of user or subscriber data, e.g. subscribed services, user preferences or user profiles; Transfer of user or subscriber data
• CPC Class Codes: H04W 88/182 Network node acting on behalf of an other network entity, e.g. proxy
• CPC Class Codes: H04W 88/184 Messaging devices, e.g. message centre

Abstract

A method and system are disclosed for providing subscriber loyalty and retention techniques These techniques are suitable for mobile devices with small screens and limited keypad communication. This system and method allows mobile subscribers who have been identified as being likely candidates for churning, to efficiently, visually and interactively, review an offer for a mobile service plan better meeting the subscriber'"'"'s needs. The subscriber can review and execute the offer using the display and interface of a mobile device.

Claims

1. A method for automatically messaging subscribers, said method comprising:

monitoring subscriber behavior to acquire and store subscriber behavior information for a plurality of subscribers, each using a mobile device;

predicting a churn likelihood indicator for each of the subscribers based on the subscriber behavior information corresponding thereto;

comparing the churn likelihood indicator with a predetermined threshold to produce a comparison result for each of the subscribers; and

automatically sending an electric message to the mobile device corresponding to a subscriber being one of the subscribers when the subscriber is susceptible to churning based on the comparison result, the electronic message being automatically sent including an offer to a subscriber service opportunity that is being made available to the subscriber, wherein the electronic message is displayable on a display screen of the mobile device direct.

2. A method as recited in claim 1, wherein further comprises:

the electronic message is in a markup language.

3. A method as recited in claim 1, wherein the offer includes a list of selectable items, each identified by a link;

and said method further comprises;

receiving a message from the mobile device when one of the selectable items is selected, wherein the message includes the link identifying the one of the selectable items.

4. A method as recited in claim 3, wherein said method further comprises:

providing, according to the link, access to the one of the selectable items selected by the one of the subscribers.

5. A method as recited in claim 1, wherein the subscribers are subscribers to wireless data communication services.

6. A method for automatically messaging subscribers, said method comprising:

receiving a customer service message at a mobile device of a subscriber, the customer service message including a list of selectable service opportunities, and the customer service message being automatically generated and forwarded to the mobile device by a service provider to the mobile device for the subscriber based on a likelihood that the subscriber will churn;

notifying the subscriber of the customer service message;

displaying the list of selectable service opportunities on a display screen of the mobile device when the subscriber responds to the customer service message; and

sending to the service provider a message identifying one of the selectable service opportunities when the one of the selectable service opportunities is accepted by the subscriber.

7. A method as recited in claim 6, wherein the customer service message is in a mark-up language and the link is a URL.

8. A method as recited in claim 6, wherein the subscribers are subscribers to wireless data communication services.

9. A computer readable medium including computer program code for automatically messaging subscribers, said computer readable medium comprising:

computer program code for monitoring subscriber behavior to acquire and store subscriber behavior information for a plurality of subscribers, each using a mobile device;

computer program code for predicting a churn likelihood indicator for each of the subscribers based on the subscriber behavior information corresponding thereto;

computer program code for comparing the churn likelihood indicator with a predetermined threshold to produce a comparison result for each of the subscribers; and

computer program code for automatically sending an electronic message to the mobile device corresponding to one of the subscribers when the subscriber is susceptible to churning based on the comparison result, the electronic message being automatically sent including an offer to a subscriber service opportunity, wherein the electronic message is displayable on a display screen of the mobile device.

10. The computer readable medium as recited in claim 9, wherein the electronic message is in a form of markup language.

11. The computer readable medium as recited in claim 9, wherein the offer includes a list of selectable items, each identified by a link;

and the computer readable medium further comprises;

computer program code for receiving a message from the mobile device when one of the selectable items is selected, wherein the message includes the link identifying the one of the selectable items.

12. The computer readable medium as recited in claim 11, the computer readable medium further comprising:

computer program code for providing, based on the link, access to the one of the selectable items selected by the one of the subscribers.

13. The computer readable medium as recited in claim 12, wherein the one of the selectable items is offered to the one of the subscribers in exchange for agreeing to a contract with a longer term.

14. The computer readable medium as recited in claim 9, wherein the electronic message is sent through a Short Message Service (SMS).