System and method to facilitate differentiated levels of service in a network-based marketplace

• US 20050246187A1
• Filed: 04/30/2004
• Published: 11/03/2005
• Est. Priority Date: 04/30/2004
• Status: Abandoned Application

• Current Assignee: PayPal, Inc. (PayPal Holdings, Inc.)
• Original Assignee: PayPal, Inc. (PayPal Holdings, Inc.)
• Inventors: Maltzman, Reed
• Application Number:
  US10/837,147
• Publication Number:
  US 20050246187A1
• Time in Patent Office: Days
• US Class Current: 705/10
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: G06Q 40/04 Trading; Exchange, e.g. stocks, commodities, derivatives or currency exchange
• CPC Class Codes: G06Q 40/08 Insurance
• CPC Class Codes: H04L 67/01 Protocols
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

A method and a system to facilitate differentiated levels of service in a network-based marketplace are described. The system may include a transaction monitor to monitor activity of a user with respect to a network-based marketplace; a status generator to generate a status within the network-based marketplace, for the user based at least partially on the monitored activity; and a user service module to provide service within the network-based marketplace to the user in accordance with the determined status of the user. Users may achieve a preferred user status within the network-based marketplace. A preferred user may receive preview listings of items that are not available to users who did not achieve a preferred user status. A preferred user may also receive personalized customer service within the network-based marketplace.

Claims

1. A system to facilitate differentiated levels of service in a network-based marketplace, the system including:

a transaction monitor to monitor activity of a user with respect to a network-based marketplace;

a status generator to generate a status within the network-based marketplace, for the user based at least partially on the monitored activity; and

a user service module to provide service within the network-based marketplace to the user in accordance with the determined status of the user.

2. The system of claim 1, wherein the user service module is dynamically to prioritize a level of service within the network-based marketplace for the user in accordance with one or more business metrics.

3. The system of claim 1, including a restriction module to limit an amount of trading the user can conduct in accordance with the user'"'"'s status.

4. The system of claim 1, including an insurance module to assign different levels of insurance to the user in accordance with the user'"'"'s status.

5. The system of claim 1, wherein the transaction monitor includes:

a collection and storage module to collect user data reflecting activity of the user, and to store the user data within a database; and

a customer score generator to automatically generate a customer score utilizing the user data.

6. The system of claim 5, wherein the collection and storage module is to receive feedback information associated with a performance of the user responsive to completion of the transaction.

7. The system of claim 5, wherein the user data includes a geographic location of the user.

8. The system of claim 1, wherein the transaction monitor is to receive transaction value information pertaining to the transaction responsive to completion of the transaction.

9. The system of claim 5, wherein the customer score generator is to:

update a total number of transactions parameter according to the user data;

update a feedback score parameter according to the user data;

update a value of transactions amount according to the user data; and

update a transaction frequency parameter.

10. The system of claim 1, wherein the service is at least one of a group of a customer support service and a preview service.

11. The system of claim 1, wherein the status of the user is at least one of a group of a preferred customer and an experienced customer.

12. The system of claim 11, including a status differentiator to establish the status of the user responsive to the user service module receiving a service request from the user for a customer support service, wherein the user service module is to provide personalized response to the user if the status of the user is a preferred customer status.

13. The system of claim 12, wherein the user service module is to provide an abbreviated response to the user if the status of the user is an experienced customer status.

14. The system of claim 12, wherein the user service module is to provide an abbreviated response to the user if the status of the user is not a preferred customer status.

15. The system of claim 11, wherein the user service module is to invite the user to preview one or more online sale items responsive to identifying the user as a preferred customer, the one or more online sale items not being available for preview to the general public.

16. The system of claim 15, wherein the status differentiator is to establish the status of the user responsive to the user service module receiving a service request from the user to preview the one or more online sale items, wherein the user service module is to enable the user to preview the one or more online sale items if the status of the user is a preferred customer status.

17. A method to facilitate differentiated levels of service in a network-based marketplace, the method including:

monitoring activity of a user with respect to a network-based marketplace;

determining a status, within the network-based marketplace, for the user based at least partially on the monitored activity; and

providing service within the network-based marketplace to the user in accordance with the determined status of the user.

18. The method of claim 17, wherein the providing of the service within the network-based marketplace to the user being in accordance with one or more business metrics.

19. The method of claim 17, including limiting the amount of trading the user can conduct in accordance with the determined status of the user.

20. The method of claim 17, including assigning different levels of insurance to the user in accordance with the determined status of the user.

21. The method of claim 17, wherein the monitoring of the activity of the user includes:

collecting and storing within a database user data reflecting activity of the user; and

automatically generating a customer score utilizing the user data.

22. The method of claim 21, wherein the collecting of the user data includes receiving feedback information associated with a performance of the user responsive to completion of a transaction.

23. The method of claim 21, wherein the user data includes a geographic location of the user.

24. The method of claim 17, wherein the monitoring of the activity of the user includes receiving transaction value information pertaining to a transaction responsive to completion of the transaction.

25. The method of claim 21, wherein the generating of the customer score includes:

updating a total number of transactions parameter according to the user data;

updating a feedback score parameter according to the user data;

updating a value of transactions amount according to the user data; and

updating a transaction frequency parameter.

26. The method of claim 17, wherein the service is at least one of a group of a customer support service and a preview service.

27. The method of claim 17, wherein the status of the user is at least one of a group of a preferred customer and an experienced customer.

28. The method of claim 27, including:

receiving a service request from the user for a customer support service;

responsive to the service request, establishing the status of the user; and

if the status of the user is a preferred customer status, providing personalized response to the user.

29. The method of claim 28, including providing an abbreviated response to the user if the status of the user is a preferred customer status.

30. The method of claim 28, including providing an abbreviated response to the user if the status of the user is an experienced customer status.

31. The method of claim 27, including:

responsive to identifying the user as a preferred customer, inviting the user to preview one or more online sale items, the one or more online sale items not being available for preview to the general public.

32. The method of claim 31, including:

receiving a request from the user to preview the one or more online sale items;

responsive to the service request, establishing the status of the user; and

if the status of the user is a preferred customer status, enabling the user to preview the one or more online sale items.

33. A method to facilitate differentiated levels of service in a network-based marketplace, the method including:

means for monitoring activity of a user with respect to a network-based marketplace;

means for determining a status, within the network-based marketplace, for the user based at least partially on the monitored activity; and

means for providing service within the network-based marketplace to the user in accordance with the determined status of the user.

34. A machine-readable medium having stored thereon data representing sets of instructions which, when executed by a machine, cause the machine to:

monitor activity of a user with respect to a network-based marketplace;

determine a status, within the network-based marketplace, for the user based at least partially on the monitored activity; and

provide service within the network-based marketplace to the user in accordance with the determined status of the user.