Method and system for customer service using a packet switched network

• US 6,519,628 B1
• Filed: 03/24/1999
• Issued: 02/11/2003
• Est. Priority Date: 03/24/1999
• Status: Expired due to Term

• Current Assignee: LivePerson Incorporated
• Original Assignee: LivePerson Incorporated
• Inventors: Locascio, Robert Peter
• Primary Examiner(s): Harrell, Robert B.
• Application Number:
  US09/275,576
• Time in Patent Office: 1,420 Days
• Field of Search: 709/204, 709/224, 709/227, 709/203, 709/206
• US Class Current: 709/204
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04L 12/1813 for computer conferences, e.g. chat rooms instant messaging H04L51/04; protocols for multimedia communication H04L65/1101; arrangements for multi-party communication H04L65/403; telephonic conference arrangements H04M3/56; television conference systems H04N7/15

Abstract

A method and system for providing customer service over a packet switched network wherein an operator interactively responds to messages from customers by sending messages over the network. Additionally, the invention is directed to storing the messages in a database and retrieving them for an examination of the level of customer service provided. The invention also allows customers to leave messages to operators who can retrieve the messages via the packet switched network, preferably by means of a web browser.

Claims

1. A method of providing customer service on behalf of a plurality of business entities each having a web page, via a customer service server computer connected to a communications network, the method comprising the steps of:

establishing on the web page of each of the plurality of business entities a link via the communications network to the customer service server computer;

upon selection by a customer of the link established on the web page of one of the plurality of business entities, causing a packet switched connection to be established between the customer and a customer service operator in communication with the customer service server computer;

sending a request message from the customer to the customer service operator via the packet switched connection;

displaying the request message to the customer service operator;

sending a response message from the customer service operator to the customer via the packet switched connection; and

displaying the response message to the customer.

2. The method of claim 1, wherein the customer service server computer is configured to establish a plurality of packet switched connections simultaneously with a plurality of customers requesting information about a plurality of business entities, and the request and response messages between the customer service operator and each customer is not accessible by other customers.

3. The method of claim 2, wherein the plurality of customers are placed in a queue until the customer service operator selects them to respond to their request messages.

4. The method of claim 2, wherein the customer service server computer displays at least a portion of prior request and response messages between a customer and the customer service operator on the operator computer.

5. Computer executable software code stored on a computer-readable medium to perform the method of claim 1.

6. At least one of a plurality of programmed general purpose computers configured to execute a software program to perform the method of claim 1.

7. The method of claim 1 wherein the request message is in a text format.

8. The method of claim 1 wherein the response message is in a text format.

9. The method of claim 1 further comprising the step of displaying to the customer service operator the operator'"'"'s response message to the request message in addition to the customer'"'"'s request message.

10. The method of claim 1 further comprising the step of displaying to the, customer the customer'"'"'s request message in addition to the operator'"'"'s response message.

11. The method of claim 1 further comprising the step of recording the message displayed to the customer service operator in a storage medium coupled to the server computer.

12. The method of claim 1 wherein a plurality of customer service operators are available, said method further comprising the steps of:

selecting the customer service operator to whom a request message is to be sent and

sending the request message to the selected customer service operator.

13. The method of claim 1, wherein upon selection by a customer of the link established on the web page, the customer service server computer sends to the customer a list of customer service operators in communication with the customer service server computer, and upon selection by the customer of a customer service operator, a packet switched connection is established between the customer and the selected customer service operator.

14. A method of providing customer service on behalf of a plurality of business entities each having a web page, via a customer service server computer connected to a communications network, the method comprising the steps of:

establishing on the web page of each of the plurality of business entities a link via the communications network to the customer service server computer;

upon selection by a customer of the link established on the web page of one of the plurality of business entities, causing a packet switched connection to be established between the customer and a customer service operator in communication with the customer service server computer;

sending a request message from the customer to the customer service operator via the packet switched connection; and

sending a response message from the customer service operator to the customer via the packet switched connection.

15. The method of claim 14, wherein a plurality of customer service operators are available, said method further comprising the steps of:

selecting the customer service operator to whom a request message is to be sent and sending the request message to the selected customer service operator.

16. The method of claim 14, wherein the customer service server computer is configured to establish a plurality of packet switched connections simultaneously with a plurality of customers requesting information about a plurality of business entities, and request and response messages between the customer service operator and each customer is not accessible by other customers.

17. The method of claim 16, wherein the plurality of customers are placed in a queue until the customer service operator selects them to respond to their request messages.

18. The method of claim 16, wherein the customer service server computer displays at least a portion of prior request and response messages between the customer and the operator on the operator computer.

19. Computer executable software code stored on a computer-readable medium to perform the method of claim 14.

20. The method of claim 14, wherein a plurality of customer service operators communication with the customer service server computer and are separated into a plurality of groups, each group comprising at least one customer service operator, and wherein each of the plurality of business entities is served by a pre-designated group of customer service operators.