Methods for providing cross-vendor support services
First Claim
1. A computer-implemented method for product support services, the method comprising:
- maintaining, in a client database associated with a server representing a support center, a set of client rules of a plurality of clients, the set of client rules being obtained by communicating with a backend system of each of the clients via a respective application programming interface (API) of the respective client, wherein each set of client rules of each client includes one or more communications channels preferred by the client to communicate with customers of the client, wherein the support center provides support services for a plurality of products on behalf of the plurality of clients, and wherein a client is one of a manufacturer, a distributer, a retailer, and a service broker;
maintaining, in a user database associated with the server, a plurality of customer profiles having customer information of a plurality of customers who have registered with the support center, wherein each customer profile includes a customer identity of a respective customer and one or more products acquired by the respective customer from one or more of the clients;
in response to a request from a mobile application running at a mobile device of a customer, transmitting a personalized page to the mobile application of the mobile device of the customer, the personalized page including a list of one or more products retrieved from the customer profile of the customer, wherein each of the one or more products listed in the personalized page is associated with one or more communications channels preferred by an associated client, which are retrieved from the client database;
receiving from the mobile application a live support request that is initiated from a selected product of the personalized page, the live support request including a selection selecting one of the preferred communications channels listed on the personalized page; and
establishing a live communication session between the customer and a support agent of the support center using a selected communications channel to enable the support agent to provide live support services to the customer concerning the selected product.
1 Assignment
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Accused Products
Abstract
According to one aspect, in response to a request from a mobile application running at a mobile device of a customer, a personalized page is transmitted to the mobile application, the personalized page including a list of products retrieved from a customer profile of the customer. Each of the products is associated with one or more communications channels preferred by an associated client, which are retrieved from the client database. A live support request is received from the mobile application initiated from a selected product of the personalized page, the live support request including a selection selecting one of the preferred communications channels listed on the personalized page. A live communication session is established between the customer and a support agent using a selected communications channel for live support services to the customer concerning the selected product.
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Citations
21 Claims
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1. A computer-implemented method for product support services, the method comprising:
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maintaining, in a client database associated with a server representing a support center, a set of client rules of a plurality of clients, the set of client rules being obtained by communicating with a backend system of each of the clients via a respective application programming interface (API) of the respective client, wherein each set of client rules of each client includes one or more communications channels preferred by the client to communicate with customers of the client, wherein the support center provides support services for a plurality of products on behalf of the plurality of clients, and wherein a client is one of a manufacturer, a distributer, a retailer, and a service broker; maintaining, in a user database associated with the server, a plurality of customer profiles having customer information of a plurality of customers who have registered with the support center, wherein each customer profile includes a customer identity of a respective customer and one or more products acquired by the respective customer from one or more of the clients; in response to a request from a mobile application running at a mobile device of a customer, transmitting a personalized page to the mobile application of the mobile device of the customer, the personalized page including a list of one or more products retrieved from the customer profile of the customer, wherein each of the one or more products listed in the personalized page is associated with one or more communications channels preferred by an associated client, which are retrieved from the client database; receiving from the mobile application a live support request that is initiated from a selected product of the personalized page, the live support request including a selection selecting one of the preferred communications channels listed on the personalized page; and establishing a live communication session between the customer and a support agent of the support center using a selected communications channel to enable the support agent to provide live support services to the customer concerning the selected product. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A non-transitory computer-readable storage medium having instructions stored therein, which when executed by a computer, cause the computer to perform a method for product support services, the method comprising:
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maintaining, in a client database associated with a server representing a support center, a set of client rules of a plurality of clients, the set of client rules being obtained by communicating with a backend system of each of the clients via a respective application programming interface (API) of the respective client, wherein each set of client rules of each client includes one or more communications channels preferred by the client to communicate with customers of the client, wherein the support center provides support services for a plurality of products on behalf of the plurality of clients, and wherein a client is one of a manufacturer, a distributer, a retailer, and a service broker; maintaining, in a user database associated with the server, a plurality of customer profiles having customer information of a plurality of customers who have registered with the support center, wherein each customer profile includes a customer identity of a respective customer and one or more products acquired by the respective customer from one or more of the clients; in response to a request from a mobile application running at a mobile device of a customer, transmitting a personalized page to the mobile application of the mobile device of the customer, the personalized page including a list of one or more products retrieved from the customer profile of the customer, wherein each of the one or more products listed in the personalized page is associated with one or more communications channels preferred by an associated client, which are retrieved from the client database; receiving from the mobile application a live support request that is initiated from a selected product of the personalized page, the live support request including a selection selecting one of the preferred communications channels listed on the personalized page; and establishing a live communication session between the customer and a support agent of the support center using a selected communications channel to enable the support agent to provide live support services to the customer concerning the selected product. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A system for product support services provided by a support center, the system comprising:
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a processor; and a memory coupled to the processor for storing instructions, which when executed from the memory, cause the processor to perform a method, the method including maintaining, in a client database associated with a server representing a support center, a set of client rules of a plurality of clients, the set of client rules being obtained by communicating with a backend system of each of the clients via a respective application programming interface (API) of the respective client, wherein each set of client rules of each client includes one or more communications channels preferred by the client to communicate with customers of the client, wherein the support center provides support services for a plurality of products on behalf of the plurality of clients, and wherein a client is one of a manufacturer, a distributer, a retailer, and a service broker, maintaining, in a user database associated with the server, a plurality of customer profiles having customer information of a plurality of customers who have registered with the support center, wherein each customer profile includes a customer identity of a respective customer and one or more products acquired by the respective customer from one or more of the clients, in response to a request from a mobile application running at a mobile device of a customer, transmitting a personalized page to the mobile application of the mobile device of the customer, the personalized page including a list of one or more products retrieved from the customer profile of the customer, wherein each of the one or more products listed in the personalized page is associated with one or more communications channels preferred by an associated client, which are retrieved from the client database, receiving from the mobile application a live support request that is initiated from a selected product of the personalized page, the live support request including a selection selecting one of the preferred communications channels listed on the personalized page, and establishing a live communication session between the customer and a support agent of the support center using a selected communications channel to enable the support agent to provide live support services to the customer concerning the selected product. - View Dependent Claims (16, 17, 18, 19, 20, 21)
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Specification