Method, system, and program for servicing customer product support requests

• US 20030187672A1
• Filed: 04/01/2002
• Published: 10/02/2003
• Est. Priority Date: 04/01/2002
• Status: Abandoned Application

• Current Assignee: Sun Microsystems Incorporated (Oracle Corporation)
• Original Assignee: Sun Microsystems Incorporated (Oracle Corporation)
• Inventors: Prebish, Joan Elizabeth, Gibson, Kenneth J., Maslowski, Daniel J.
• Application Number:
  US10/113,055
• Publication Number:
  US 20030187672A1
• Time in Patent Office: Days
• US Class Current: 705/1
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Provided are a method, system, and program for servicing customer requests for at least one product. At least one queue is maintained in a service computer indicating at least one customer requesting product support for the at least one product. Requests for customer service are received from customer computers used by customers over a network. Transmitted to the customer computers of customers indicated in the queue is chat session content between a technical support agent and one customer indicated in the queue.

Claims

1. A method for servicing customer requests for at least one product, comprising:

maintaining at least one queue in a service computer indicating at least one customer requesting product support for the at least one product, wherein requests for customer service are received from customer computers used by customers over a network; and

transmitting to the customer computers of customers indicated in the queue chat session content between a technical support agent and one customer indicated in the queue.

2. The method of claim 1, further comprising:

transmitting over the network a customer page to the customer computers associated with customers indicated in the queue providing customer support information.

3. The method of claim 2, wherein the chat session content is rendered within the customer page rendered on the customer computers.

4. The method of claim 2, further comprising:

including links in the page providing access to customer support resources.

5. The method of claim 4, wherein the customer support resources include at least one of upgrades to apply to the product, a searchable knowledge database, and frequently asked questions.

6. The method of claim 2, further comprising;

generating a list of all customers indicated in the queue; and

transmitting the list to the customer computers associated with customers indicated in the queue, wherein the list is rendered within a panel of the page rendered on the customer computers.

7. The method of claim 1, further comprising;

generating a list of all customers indicated in the queue; and

transmitting the list to the customer computers of customers indicated in the queue, wherein the list is rendered on the customer computers.

8. The method of claim 7, further comprising:

estimating a wait time for each customer indicated in the queue; and

adding the estimated wait time for each customer to the list, wherein the estimated wait times are rendered with the list on the customer computers.

9. The method of claim 1, further comprising:

transmitting an agent page to an agent computer to enable a technical support agent at the agent computer to engage in a chat session with the customer computer of a selected customer indicated in the queue.

10. The method of claim 9, further comprising:

transmitting a list of all customers indicated in the queue to render in the agent page.

11. The method of claim 9, further comprising:

searching a customer database to obtain information on the at least one product for which customer support is requested; and

transmitting the obtained information to the technical support agent computer to render in the agent page.

12. The method of claim 9, wherein the agent page includes a graphical element to enable the technical support agent to transmit an upgrade program directly to the customer computer of the selected customer.

13. The method of claim 1, further comprising:

selecting from the queue one indicated customer;

selecting one technical support agent; and

enabling a chat session between the customer computer of the selected customer and an agent computer of the selected technical support agent, wherein other queued customers can observe the chat session between the selected customer and technical support agent.

14. The method of claim 1, further comprising;

maintaining a plurality of queues in the service computer;

receiving a customer request for product support from one customer computer over the network;

selecting one of the queues; and

adding an entry to the selected queue indicating the customer requesting product support.

15. The method of claim 14, wherein there is at least one queue associated with each of a plurality of products for which customer support is provided, wherein selecting one of the queues comprises:

determining a product indicated in the customer request for product support; and

selecting one queue associated with the determined product.

16. The method of claim 14, wherein there is at least one queue associated with each of a plurality of support levels, wherein selecting one of the queues comprises:

determining one support level associated with the customer initiating the customer request for product support; and

selecting one queue associated with the determined support level.

17. A method for receiving customer support for a product at a customer computer, comprising:

transmitting a request for product support from the customer computer to a service computer over a network; and

receiving in response to the request chat session content between a technical support agent and another customer.

18. The method of claim 17, further comprising:

receiving a customer page providing product support information; and

rendering the customer page on the customer computer, wherein the chat session content is rendered in the customer page.

19. The method of claim 18, further comprising;

receiving a list of all customers that have pending requests for product support for the product; and

rendering the list on the customer computer.

20. A system for servicing customer requests for at least one product over a network, comprising:

means for maintaining at least one queue indicating at least one customer requesting product support for the at least one product, wherein requests for customer service are received from customer computers used by customers over the network; and

means for transmitting to the customer computers of customers indicated in the queue chat session content between a technical support agent and one customer indicated in the queue.

21. The system of claim 20, further comprising:

means for transmitting over the network a customer page to the customer computers associated with customers indicated in the queue providing customer support information.

22. The system of claim 20, further comprising;

means for generating a list of all customers indicated in the queue; and

means for transmitting the list to the customer computers of customers indicated in the queue, wherein the list is rendered on the customer computers.

23. The system of claim 20, further comprising:

means for transmitting an agent page to an agent computer to enable a technical support agent at the agent computer to engage in a chat session with the customer computer of a selected customer indicated in the queue.

24. The system of claim 23, further comprising:

means for searching a customer database to obtain information on the at least one product for which customer support is requested; and

means for transmitting the obtained information to the technical support agent computer to render in the agent page.

25. The system of claim 20, further comprising:

means for selecting from the queue one indicated customer;

means for selecting one technical support agent; and

means for enabling a chat session between the customer computer of the selected customer and an agent computer of the selected technical support agent, wherein other queued customers can observe the chat session between the selected customer and technical support agent.

26. The system of claim 20, further comprising;

means for maintaining a plurality of queues in the service computer;

means for receiving a customer request for product support from one customer computer over the network;

means for selecting one of the queues; and

means for adding an entry to the selected queue indicating the customer requesting product support.

27. A system for receiving customer support for a product over a network, comprising:

means for transmitting a request for product support from the customer computer to a service computer over the network; and

means for receiving in response to the request chat session content between a technical support agent and another customer.

28. The system of claim 27, further comprising:

means for receiving a customer page providing product support information; and

means for rendering the customer page on the customer computer, wherein the chat session content is rendered in the customer page.

29. An article of manufacture for servicing customer requests for at least one product, wherein the article of manufacture causes operations to be performed, the operations comprising:

maintaining at least one queue in a service computer indicating at least one customer requesting product support for the at least one product, wherein requests for customer service are received from customer computers used by customers over a network; and

transmitting to the customer computers of customers indicated in the queue chat session content between a technical support agent and one customer indicated in the queue.

30. The article of manufacture of claim 29, further comprising:

transmitting over the network a customer page to the customer computers associated with customers indicated in the queue providing customer support information.

31. The article of manufacture of claim 30, wherein the chat session content is rendered within the customer page rendered on the customer computers.

32. The article of manufacture of claim 30, further comprising:

including links in the page providing access to customer support resources.

33. The article of manufacture of claim 32, wherein the customer support resources include at least one of upgrades to apply to the product, a searchable knowledge database, and frequently asked questions.

34. The article of manufacture of claim 30, further comprising;

generating a list of all customers indicated in the queue; and

transmitting the list to the customer computers associated with customers indicated in the queue, wherein the list is rendered within a panel of the page rendered on the customer computers.

35. The article of manufacture of claim 29, further comprising;

generating a list of all customers indicated in the queue; and

transmitting the list to the customer computers of customers indicated in the queue, wherein the list is rendered on the customer computers.

36. The article of manufacture of claim 35, further comprising:

estimating a wait time for each customer indicated in the queue; and

adding the estimated wait time for each customer to the list, wherein the estimated wait times are rendered with the list on the customer computers.

37. The article of manufacture of claim 29, further comprising:

transmitting an agent page to an agent computer to enable a technical support agent at the agent computer to engage in a chat session with the customer computer of a selected customer indicated in the queue.

38. The article of manufacture of claim 37, further comprising:

transmitting a list of all customers indicated in the queue to render in the agent page.

39. The article of manufacture of claim 37, further comprising:

searching a customer database to obtain information on the at least one product for which customer support is requested; and

transmitting the obtained information to the technical support agent computer to render in the agent page.

40. The article of manufacture of claim 37, wherein the agent page includes a graphical element to enable the technical support agent to transmit an upgrade program directly to the customer computer of the selected customer.

41. The article of manufacture of claim 29, further comprising:

selecting from the queue one indicated customer;

selecting one technical support agent; and

enabling a chat session between the customer computer of the selected customer and an agent computer of the selected technical support agent, wherein other queued customers can observe the chat session between the selected customer and technical support agent.

42. The article of manufacture of claim 29, further comprising;

maintaining a plurality of queues in the service computer;

receiving a customer request for product support from one customer computer over the network;

selecting one of the queues; and

adding an entry to the selected queue indicating the customer requesting product support.

43. The article of manufacture of claim 42, wherein there is at least one queue associated with each of a plurality of products for which customer support is provided, wherein selecting one of the queues comprises:

determining a product indicated in the customer request for product support; and

selecting one queue associated with the determined product.

44. The article of manufacture of claim 42, wherein there is at least one queue associated with each of a plurality of support level, wherein selecting one of the queues comprises:

determining one support level associated with the customer initiating the customer request for product support; and

selecting one queue associated with the determined support level.

45. An article of manufacture for receiving customer support for a product at a customer computer, wherein the article of manufacture causes operations to be performed, the operations comprising:

transmitting a request for product support from the customer computer to a service computer over a network; and

receiving in response to the request chat session content between a technical support agent and another customer.

46. The article of manufacture of claim 45, further comprising:

receiving a customer page providing product support information; and

rendering the customer page on the customer computer, wherein the chat session content is rendered in the customer page.

47. The article of manufacture of claim 46, further comprising;

receiving a list of all customers that have pending requests for product support for the product; and

rendering the list on the customer computer.