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Electronic customer service and rating system and method

  • US 7,065,494 B1
  • Filed: 06/25/1999
  • Issued: 06/20/2006
  • Est. Priority Date: 06/25/1999
  • Status: Expired due to Term
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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