Electronic customer service and rating system and method
First Claim
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1. A method of providing customer service interactions and rating of customer service via a communications network, comprising:
- accessing an interactive website by a customer;
inputting by the customer to the interactive website;
sending by the customer, over the communications network to the interactive website, a comment and a customer service rating by the customer corresponding to a content entered in the step of inputting, the comment and the customer service rating relevant to a customer service provider;
receiving the comment and the customer service rating at a storage operable in conjunction with a host server of the interactive website;
storing the comment and the customer service rating in the storage;
manipulating the comment and the customer service rating in the storage;
deriving a customer service points score reflecting the comment and the customer service rating, as well as other information and inputs to the storage, including inputs by pluralities of different ones of the customer, relevant to the customer service provider;
notifying the customer service provider that the comment is in the storage;
making the interactive website accessible to the customer service provider at a geographic location remote from the storage;
viewing the rating on the interactive website by the customer service provider at the geographic location;
viewing the comment on the interactive website by the customer service provider at the geographic location;
inputting by the customer service provider, to the interactive website, a response to the comment;
storing the response in the storage; and
accessing the interactive website by the customer to view the response;
wherein the steps of inputting and sending by the customer, of receiving the comment and the customer service rating, of notifying the customer service provider, and of inputting by the customer service provider of the response are each performed in substantially real time.
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Abstract
A method and system of receiving, storing, and delivering customer comments, including qualitative and quantitative feedback, over a communications network, such as the Internet. Also, the present invention relates to a method and system of rating and ranking companies, including individual merchants and both buyers and sellers, and their products and services based upon comments received and then awarding the companies points based upon their rating.
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Citations
14 Claims
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1. A method of providing customer service interactions and rating of customer service via a communications network, comprising:
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accessing an interactive website by a customer; inputting by the customer to the interactive website; sending by the customer, over the communications network to the interactive website, a comment and a customer service rating by the customer corresponding to a content entered in the step of inputting, the comment and the customer service rating relevant to a customer service provider; receiving the comment and the customer service rating at a storage operable in conjunction with a host server of the interactive website; storing the comment and the customer service rating in the storage; manipulating the comment and the customer service rating in the storage; deriving a customer service points score reflecting the comment and the customer service rating, as well as other information and inputs to the storage, including inputs by pluralities of different ones of the customer, relevant to the customer service provider; notifying the customer service provider that the comment is in the storage; making the interactive website accessible to the customer service provider at a geographic location remote from the storage; viewing the rating on the interactive website by the customer service provider at the geographic location; viewing the comment on the interactive website by the customer service provider at the geographic location; inputting by the customer service provider, to the interactive website, a response to the comment; storing the response in the storage; and accessing the interactive website by the customer to view the response; wherein the steps of inputting and sending by the customer, of receiving the comment and the customer service rating, of notifying the customer service provider, and of inputting by the customer service provider of the response are each performed in substantially real time. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system for providing a customer service intermediary between at least one consumer communication device and a customer servicer communication device across a communication network, comprising:
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a processor; a memory device coupled to said processor; a communication device coupled to said processor and said memory device, that enables communication via the communication network; a database that is stored and updated in said memory device; and an application program that is executed by said processor from said memory device comprising; first code, responsive to a query from the consumer communication device via said communication device, that instructs said communication device to make accessible by the consumer communication device an interactive website suitable for input of a comment and a rating at the consumer communication device, the comment being deliverable to the communication device coupled to the processor and the memory; second code, responsive to receiving the comment and the rating at said communication device, that stores the comment and the rating into said database; third code, responsive to receiving the comment and the rating at said communication device, that instructs said communication device to send a notification to the customer servicer communication device; fourth code, responsive to receiving the comment and the rating at said communication device, that calculates a point score corresponding to the rating and others of the rating then stored in said database; and fifth code, responsive to a query from other than said communication device, that makes accessible the point score as having then been calculated and also makes accessible the comment and any other comments in the database; wherein the first code, the second code and the third code each operate in substantially real time. - View Dependent Claims (9, 10)
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11. A method of providing an interactive customer service system operable via a computer network, comprising:
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providing a website communicably connected to the computer network; communicably connecting a customer device over the computer network, to the website; inputting a comment by the customer device to the website over the computer network; providing the website with a notification director; directing a notification by the notification director, to a customer service provider, in response to the step of inputting the comment; receiving the notification by the customer service provider; registering by the customer service provider to view the comment via communications over the computer network by a customer service provider device, communicably connected to the computer network; viewing the comment by the customer service provider device by communicative connection over the computer network to the website; inputting a response at the customer service provider device relevant to the comment; sending the response to the customer device, via the website and the computer network; wherein the steps of inputting the comment, directing the notification, receiving the notification, viewing the comment, inputting the response, and sending the response are all performed in substantially real time. - View Dependent Claims (12, 13, 14)
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Specification