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    • 10. 发明授权
    • System and method for customer requests and contact management
    • 用于客户请求和联系人管理的系统和方法
    • US07996251B2
    • 2011-08-09
    • US11725328
    • 2007-03-19
    • Pallipuram V. KannanReagan MillerMohit Jain
    • Pallipuram V. KannanReagan MillerMohit Jain
    • G06Q90/00G06Q99/00
    • G06Q30/02G06Q10/0631G06Q10/06311G06Q30/0613G06Q30/0625G06Q30/0641H04M3/523
    • A method and a web-based system is provided that enables a customer service center of a company to provide its customers with a choice of different modes for establishing contact with customer service representatives. The different modes of contact are displayed on a single web page. The modes of contact include, but are not limited to call, chat, email and Internet talk. Further, the system provides information regarding the estimated wait time and the less busy time for the modes of contact. In addition, the system and method provide means for conducting a search in a knowledge database for automated responses to queries from customers. The system and method enables the customer to provide feedback for each interaction with the customer service center through the web page. Further, the system and method enable the storage of all interaction between each customer and the customer service center.
    • 提供了一种方法和基于网络的系统,使公司的客户服务中心能够为客户提供与客户服务代表建立联系的不同模式的选择。 不同的联系方式显示在单个网页上。 联系方式包括但不限于通话,聊天,电子邮件和互联网聊天。 此外,系统提供关于估计的等待时间和接触模式的较短时间的信息。 此外,该系统和方法提供了用于在知识数据库中进行搜索以自动响应来自客户的查询的手段。 该系统和方法使客户能够通过网页为与客户服务中心的每次互动提供反馈。 此外,系统和方法能够存储每个客户和客户服务中心之间的所有交互。