In-store communication, service and data collection system
First Claim
1. An in-store communication and data collection system, comprising:
- at least one portable customer interface unit;
a plurality of location receptors positioned throughout the store, each location receptor adapted to announce the location of each portable customer interface unit within the store;
a central processing unit in communication with the at least one customer interface unit and the plurality of location receptors;
a plurality of customer representative units in communication with the central processing unit;
software executing on the central processing unit wherein the software;
receives a request for assistance from the at least one portable customer interface unit;
determines the location of the request for assistance based on data received from the plurality of location receptors;
determines, based on the location of the request for assistance, a first in-store designated customer representative;
routes the request for assistance to the customer representative unit of the first in-store designated customer representative;
reroutes the request for assistance to the customer representative unit of an additional in-store designated customer representative if the first in-store designated customer representative is unavailable;
facilitates communication between the customer representative unit of an available customer representative and the at least one portable customer interface unit;
is adapted to obtain and record obtains and records customer feedback from each portable customer interface unit; and
displays identifying information of each designated customer representative on the at least one portable customer interface unit.
1 Assignment
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Accused Products
Abstract
An apparatus and method to improve the handling of in-store customer requests for assistance, generate feedback and use data generated by customer requests for assistance. A customer input device, such as a placard, hand-held or cart carried mobile device, enables customers to request assistance and immediately and easily grade the assistance they receive. In one embodiment, the communication from such customer input device is automatically routed to individual(s) having responsibility for the department from which the customer'"'"'s request for assistance has emanated. In other aspects, the response times, self expressed customer satisfaction scores and subsequent sales results are compiled and collated to improve customer service, and enable management to develop an appropriate reward or sanction system for sales employees. In still another embodiment, the customer request is associated with a musical chime or other identifying information that assists the customer representative in identifying the location of the customer.
15 Citations
22 Claims
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1. An in-store communication and data collection system, comprising:
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at least one portable customer interface unit; a plurality of location receptors positioned throughout the store, each location receptor adapted to announce the location of each portable customer interface unit within the store; a central processing unit in communication with the at least one customer interface unit and the plurality of location receptors; a plurality of customer representative units in communication with the central processing unit; software executing on the central processing unit wherein the software; receives a request for assistance from the at least one portable customer interface unit; determines the location of the request for assistance based on data received from the plurality of location receptors; determines, based on the location of the request for assistance, a first in-store designated customer representative; routes the request for assistance to the customer representative unit of the first in-store designated customer representative; reroutes the request for assistance to the customer representative unit of an additional in-store designated customer representative if the first in-store designated customer representative is unavailable; facilitates communication between the customer representative unit of an available customer representative and the at least one portable customer interface unit; is adapted to obtain and record obtains and records customer feedback from each portable customer interface unit; and displays identifying information of each designated customer representative on the at least one portable customer interface unit. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A method of in-store communication and data collection, comprising
positioning a plurality of location receptors throughout the store; -
detecting a location of at least one portable customer interface unit based on each portable customer interface unit'"'"'s proximity to at least one of the plurality of location receptors; and coupling a central processing unit to each location receptor, each portable customer interface unit, and a plurality of customer representative units, wherein the central processing unit; receives a request for assistance from at least one portable customer interface unit; determines the location of the request for assistance from the at least one portable customer interface unit based on the detected location of the at least one portable customer interface unit; determines, based on the location of the request for assistance, a first in-store designated customer representative; routes the request for assistance to a customer representative unit of the first in-store designated customer representative; reroutes the request for assistance to a customer representative unit of an additional in-store designated customer representative if the first designated customer representative is unavailable; facilitates communication between the customer representative unit of an available customer representative and the at least one portable customer interface; obtain and record customer feedback from each portable customer interface unit; and display identifying information of a designated customer representative on the portable customer interface unit. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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Specification