System and method for providing customer support on a user interface
First Claim
1. A computer implemented method for providing customer support comprising:
- receiving, by a touchpoint device, identification information from a user of the touchpoint device;
receiving, by a server, the identification information;
providing an electronic document to the user;
receiving, by the server, information inputted by the user into the electronic document;
after receiving the information inputted by the user into the electronic document,receiving, by the server, an input from the user requesting a session with a representative;
selecting, by the server, a representative based at least in part on the electronic document;
providing the information inputted by the user into the electronic document to the representative; and
establishing a connection between the representative and the touchpoint device.
1 Assignment
0 Petitions
Accused Products
Abstract
Embodiments described can more effectively complete complicated service transactions in a more efficient manner by having a team of well-trained professionals who are instantly “streamed” into any location as necessary. A two-way communication system can provide instant or quick access to the right expert at the right point in time, thereby converting what might otherwise be a negative customer experience into a positive sales and service opportunity. A computer implemented method for providing customer support comprises receiving, by a touchpoint device, identification information from a user of the touchpoint device; receiving the identification information; providing an electronic document to the user; receiving an input from the user requesting a session with a representative; selecting a representative based at least in part on the electronic document; providing information about the electronic document to the representative; and establishing a connection between the representative and the touchpoint device.
57 Citations
22 Claims
-
1. A computer implemented method for providing customer support comprising:
-
receiving, by a touchpoint device, identification information from a user of the touchpoint device; receiving, by a server, the identification information; providing an electronic document to the user; receiving, by the server, information inputted by the user into the electronic document; after receiving the information inputted by the user into the electronic document, receiving, by the server, an input from the user requesting a session with a representative; selecting, by the server, a representative based at least in part on the electronic document; providing the information inputted by the user into the electronic document to the representative; and establishing a connection between the representative and the touchpoint device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
-
-
11. A system for providing customer support comprising:
-
a server of a financial institution adapted to provide an electronic document to a touchpoint device in operation by a user; a first database communicatively coupled to the server and adapted to store the electronic document; a second database communicatively coupled to the server and adapted to store account information of the user; and a workstation communicatively coupled to the server and configured to be operable by a customer service representative, the workstation comprising; a camera for capturing video of the customer service representative; a microphone for capturing audio of the customer service representative; a display for presenting information about the electronic document provided to the user; and an input device configured for the customer service representative to input commands to access information about the user and inputted by the user into the electronic document; wherein the user can access video and audio of the customer service representative on a display of the touchpoint device upon a request by the user, and wherein the server directs the request of the user for video and audio of the customer service representative to a particular customer service representative that has expertise relating to the electronic document having information inputted by the user. - View Dependent Claims (12, 13, 14)
-
-
15. A method for providing customer support comprising:
-
providing a user interface to a user to display on a touchpoint device; providing a first area of the user interface to display an electronic document; receiving information inputted by the user into the electronic document; providing a second area of the user interface that has a link for requesting assistance from a customer service representative; receiving a selection by the user of the link for assistance after inputting information into the electronic document; routing a request for assistance to a particular customer service representative based on the electronic document displayed in the first area of the user interface; providing to the customer service representative information inputted by the user into the electronic document; establishing a video feed of the customer service representative from a computer of the customer service representative to the user'"'"'s touchpoint device; and providing the video feed of the customer service representative in the first area along with the electronic document. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22)
-
Specification