Methods of completing electronic forms relating to interactions with customers by carrying over call back numbers between forms
First Claim
1. A non-transitory computer readable medium containing instructions that perform acts comprising:
- in relation to a particular service account of a customer, displaying, to a support representative servicing the service account, a first form containing fields for a name of the customer, an identification number of the service account, and a call back telephone number of the customer and containing a submission button that remains inactive until the fields for the name, the identification number, and the call back telephone number are completed;
receiving data into the field for the identification number of the service account;
subsequently displaying, to the support representative, a second form containing fields for at least the customer name and the call back telephone number and upon receiving data into the fields of the second form for the customer name and the call back telephone number, then re-displaying the first form including the name and call back number received within the second form and activating the submission button of the first form;
determining whether the submission button of the first form is selected but not activated;
if the submission button is selected but not activated, prompting the support representative to enter the call back number; and
upon activating the submission button of the first form, loading the data from the first form into a tracker database for maintaining the data from the first form for access by other support representatives.
2 Assignments
0 Petitions
Accused Products
Abstract
Interactions between customers and representatives of a service provider are documented by providing multiple electronic forms for completion. Information that is requested for both forms is carried over from one form to the next rather than requiring the representative to manually enter the same information multiple times. For instance, a call back number of the customer may be entered on one electronic form being used to edit information for a customer and that call back number is automatically carried over to another form being used to document a commitment to handle a request from the customer. The representative is relieved of double-entry, and mistakes that might arise from double-entry are reduced or eliminated. The electronic forms may be submitted to a tracker database that allows for further disposition of the request by the customer.
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Citations
17 Claims
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1. A non-transitory computer readable medium containing instructions that perform acts comprising:
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in relation to a particular service account of a customer, displaying, to a support representative servicing the service account, a first form containing fields for a name of the customer, an identification number of the service account, and a call back telephone number of the customer and containing a submission button that remains inactive until the fields for the name, the identification number, and the call back telephone number are completed; receiving data into the field for the identification number of the service account; subsequently displaying, to the support representative, a second form containing fields for at least the customer name and the call back telephone number and upon receiving data into the fields of the second form for the customer name and the call back telephone number, then re-displaying the first form including the name and call back number received within the second form and activating the submission button of the first form; determining whether the submission button of the first form is selected but not activated; if the submission button is selected but not activated, prompting the support representative to enter the call back number; and upon activating the submission button of the first form, loading the data from the first form into a tracker database for maintaining the data from the first form for access by other support representatives. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A non-transitory computer readable medium containing instructions that perform acts comprising:
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receiving a selection from a support representative servicing a service account for a customer to open a first form regarding handling an incoming request from the customer relating to the service account for the customer; in response to the request, displaying, to the support representative, the first form including fields for receiving input to specify an identification of the service account, a name of the customer, and a call back number of the customer and further including a submission button in an inactive state; receiving input to specify the identification of the service account; looking up the identification in a data store to obtain the name of the customer; if the name of the customer is found, then auto-filling the name of the customer into the first form, waiting for input to specify the call back number, and activating the submission button of the first form upon receiving the call back number; if the name of the customer is not found, then displaying, to the support representative, a second form that includes fields for receiving the name of the customer and the call back number for the customer, waiting for input to specify the customer name and the call back number, and re-displaying the first form by including the customer name and call back number received within the second form and by activating the submission button of the first form; determining whether the submission button of the first form is selected but not activated; if the submission button of the first form is selected but not activated, prompting the support representative to enter the call back number; and upon activating the submission button of the first form, loading the data from the first form into a tracker database for maintaining the data from the first form for access by other support representatives. - View Dependent Claims (10, 11, 12, 13)
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14. A computer-implemented method of collecting information to handle an incoming request from a customer regarding a service account, comprising:
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in relation to a particular service account of a customer, displaying, to a support representative servicing the service account, a first form containing fields for a name of the customer, an identification number of the service account, and a call back telephone number of the customer and containing a submission button that remains inactive until the field for the name, the identification number, and the call back telephone number are completed; receiving data into the field for the identification number of the service account; and subsequently displaying, to the support representative, a second form containing fields for at least the customer name and the call back telephone number and upon receiving data into the field of the second form for the customer name and the call back telephone number, then re-displaying the first form including the name and call back number received within the second form and activating the submission button of the first form; determining whether the submission button of the first form is selected but not activated; if the submission button is selected, prompting the support representative to enter the call back number; and upon activating the submission button of the first form, loading the data from the first form into a tracker database for maintaining the data from the first form for access by other support representatives. - View Dependent Claims (15, 16, 17)
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Specification