Platform for providing life-cycle product support services

• US 8,478,652 B2
• Filed: 07/18/2011
• Issued: 07/02/2013
• Est. Priority Date: 07/18/2011
• Status: Active Grant

• Current Assignee: Teletech Holdings Incorporated
• Original Assignee: Teletech Holdings Incorporated
• Inventors: Tuchman, Kenneth D., Sharpe, Bruce A., Truong, Henry D.
• Primary Examiner(s): Airapetian, Mila
• Application Number:
  US13/185,213
• Publication Number:
  US 20130024322A1
• Time in Patent Office: 715 Days
• Field of Search: 705/26.1
• US Class Current: 705/26.1
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: H04W 4/12 Messaging; Mailboxes; Announcements
• CPC Class Codes: H04W 4/21 for social networking applications

Abstract

A service center receives a request for posting a message from a mobile device over a network, the request identifying a first discussion forum and a second discussion forum, the message pertaining to a product previously registered with the service center by a user. The message is transmitted to a first server hosting the first discussion forum over the network, together with first credentials retrieved from a database associated with the service center. The first credentials are to allow the first discussion forum to authenticate the user in order to post the message on the first discussion forum. The message is also transmitted to a second server hosting the second discussion forum over the network, together with second credentials retrieved from the database. The second credentials are to allow the second discussion forum to authenticate the user in order to post the message on the second discussion forum.

Claims

1. A computer-implemented method, comprising:

receiving, at a service center, a request for posting a message from a mobile device over a network, the request identifying a first discussion forum and a second discussion forum, the message pertaining to a product previously registered with the service center by a user;

transmitting to a first server hosting the first discussion forum over the network the message and first credentials retrieved from a database associated with the service center to allow the first discussion forum to authenticate the user in order to post the message on the first discussion forum; and

transmitting to a second server hosting the second discussion forum over the network the message and second credentials retrieved from the database to allow the second discussion forum to authenticate the user in order to post the message on the second discussion forum, wherein the message is posted without requiring the user to provide the first and the second credentials at time of posting the message.

2. The method of claim 1, wherein the first and second credentials were previously registered with the service center by the user via the mobile device, such that the user does not have to provide the first and second credentials at the time of posting the message to the first and second discussion forums.

3. The method of claim 1, further comprising:

determining a product associated with the message based on the request, wherein the product was previously registered with the service center;

posting the message in a first discussion thread of the first discussion forum that discusses the product; and

posting the message in a second discussion thread of the second discussion forum that discusses the product.

4. The method of claim 3, further comprising:

in response to a first response to the message received from the first discussion forum, transmitting the first response to the mobile device over the network; and

in response to a second response to the message received from the second discussion forum, transmitting the second response to the mobile device over the network, such that the user does not have to individually access the first and second discussion forums to retrieve the first and second responses.

5. The method of claim 3, wherein the product was registered by transmitting a machine readable code uniquely identifying the product from the mobile device to the service center, wherein the machine-readable code was obtained by scanning the product using a scanner of the mobile device, and wherein the service center is configured to compile the detailed information of the product without specifically providing detailed information of the product.

6. The method of claim 3, further comprising:

monitoring messages posted via the service center in at least one of the first discussion thread and the second discussion thread to generate discussion sentiment data; and

transmitting the discussion sentiment data to an agent to enable the agent to participate in at least one of the first and second discussion threads to provide an answer to a question or a solution to a problem discussed therein.

7. The method of claim 3, further comprising establishing a communications session between an agent and the user based on at least one of the first and second responses to enable the agent to provide further support services to the registered product, wherein the communications session is established using a communications channel that is preferred by the user and is available to the agent.

8. The method of claim 1, further comprising:

receiving a second request for selling the product from the mobile device, the second request identifying an eCommerce site and including a price for selling the product;

in response to the second request, retrieving third credentials from the database required by a third server that hosts the eCommerce site; and

transmitting a sale request to the third server for selling the product, including the sale price and the third credentials for authenticating the user of the mobile device, without requiring the user to provide the third credentials.

9. The method of claim 1, further comprising:

receiving a third request to dispose the product from the mobile device; and

in response to the third request, arrange a disposal facility to contact the user of the mobile device to recycle the product.

10. A computer-readable storage medium having instructions stored therein, which when executed by a computer, cause the computer to perform a method, the method comprising:

receiving, at a service center, a request for posting a message from a mobile device over a network, the request identifying a first discussion forum and a second discussion forum, the message pertaining to a product previously registered with the service center by a user;

transmitting to a first server hosting the first discussion forum over the network the message and first credentials retrieved from a database associated with the service center to allow the first discussion forum to authenticate the user in order to post the message on the first discussion forum; and

transmitting to a second server hosting the second discussion forum over the network the message and second credentials retrieved from the database to allow the second discussion forum to authenticate the user in order to post the message on the second discussion forum, wherein the message is posted without requiring the user to provide the first and the second credentials at time of posting the message.

11. The computer-readable storage medium of claim 10, wherein the first and second credentials were previously registered with the service center by the user via the mobile device, such that the user does not have to provide the first and second credentials at the time of posting the message to the first and second discussion forums.

12. The computer-readable storage medium of claim 10, wherein the method further comprises:

determining a product associated with the message based on the request, wherein the product was previously registered with the service center;

posting the message in a first discussion thread of the first discussion forum that discusses the product; and

posting the message in a second discussion thread of the second discussion forum that discusses the product.

13. The computer-readable storage medium of claim 12, wherein the method further comprises:

in response to a first response to the message received from the first discussion forum, transmitting the first response to the mobile device over the network; and

in response to a second response to the message received from the second discussion forum, transmitting the second response to the mobile device over the network, such that the user does not have to individually access the first and second discussion forums to retrieve the first and second responses.

14. The computer-readable storage medium of claim 12, wherein the product was registered by transmitting a machine readable code uniquely identifying the product from the mobile device to the service center, wherein the machine-readable code was obtained by scanning the product using a scanner of the mobile device, and wherein the service center is configured to compile the detailed information of the product without specifically providing detailed information of the product.

15. The computer-readable storage medium of claim 12, wherein the method further comprises:

monitoring messages posted via the service center in at least one of the first discussion thread and the second discussion thread to generate discussion sentiment data; and

transmitting the discussion sentiment data to an agent to enable the agent to participate in at least one of the first and second discussion threads to provide an answer to a question or a solution to a problem discussed therein.

16. The computer-readable storage medium of claim 12, wherein the method further comprises establishing a communications session between an agent and the user based on at least one of the first and second responses to enable the agent to provide further support services to the registered product, wherein the communications session is established using a communications channel that is preferred by the user and is available to the agent.

17. The computer-readable storage medium of claim 10, wherein the method further comprises:

receiving a second request for selling the product from the mobile device, the second request identifying an eCommerce site and including a price for selling the product;

in response to the second request, retrieving third credentials from the database required by a third server that hosts the eCommerce site; and

transmitting a sale request to the third server for selling the product, including the sale price and the third credentials for authenticating the user of the mobile device, without requiring the user to provide the third credentials.

18. The computer-readable storage medium of claim 10, wherein the method further comprises:

receiving a third request to dispose the product from the mobile device; and

in response to the third request, arrange a disposal facility to contact the user of the mobile device to recycle the product.