JP2001265977A - Instant message exchange in internet purchase in system, method and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To realize real-time communication between a Web site seller and a prospective Web site customer. SOLUTION: A Web site server automatically detects the visitor to a site and judges whether the visitor gains a profit from an interactive sales session or not. The visitor voluntarily selects a method for communication with the Web site seller by a button to be displayed in a Web page. The Web site server of a Logic on board provides a pop-up window to be displayed in the browser window of the visitor and a corresponding window on the display of the Web site seller. The pop-up window provides communication comprising a chat between the visitor and the Web site seller, an audio and an audio/video.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

FIELD OF THE INVENTION The present invention relates generally to Internet transactions, and more particularly, to buying and selling products over the Internet. More specifically, the present invention relates to buyer-seller interaction with the purchase of a product over the Internet.

[0002]

BACKGROUND OF THE INVENTION As the buying and selling of services and products over the Internet (used interchangeably herein with the "web") becomes more and more common, the "e-co
The reach of "mmerce" is expanding beyond relatively inexpensive items such as books, CDs, PCs, and grocery items. Categories including high value and expensive items such as cars, expensive furniture, and jewelry are traded on the Internet.

[0003] The buying and selling of such items usually tends to be severe because of the amounts involved. In the world of computer software and computer hardware, products can be identified by part numbers,
Buyers can determine competitive prices at local computer stores. In high-value, high-priced sales, items are usually not as common as computer parts, and generally to increase sales prospects,
A verbal dialogue between prospective buyers and sellers is needed. For the commodity nature of computer hardware, the cost or uniqueness of high value goods generally requires more than posting pictures, part numbers, prices, and purchase buttons.

[0004] If a customer enters a typical home store, such as a computer chain store, and the first stop is at the aisle where computer parts are on display, the salesperson is likely to leave the customer alone. Should be. If the same customer moves into the aisle of the computer system, the salesperson will likely approach the customer and offer assistance. The obvious reason is that
The actual amount of potential purchases and revenue is much higher for computers than for computer parts. According to economics, the cost of selling a computer is higher, but the sales and gross revenue are also higher. Sales costs, including sales staff time or commission, are high, but rewards are high.

[0005] On the Internet, there is no salesperson that can be used to track potential customers as they browse the web site. It is generally known that online shoppers are more likely to return and purchase an e-commerce site after having a good experience with the site. For e-commerce web sites, it is more important to increase the likelihood that customers will return, as competitors are only one click away.

[0006] The e-commerce trading system currently does not incorporate complex, personalized, real-time seller / buyer interaction into online web sites.
Salespeople interact with prospective customers to provide information about the product immediately, determine why customers consider purchasing, and generally provide a "give-and-take" similar to face-to-face sales If it could, it would increase the likelihood of selling high-value items.

[0007] Accordingly, there is provided a system, method, and program that allows a salesperson employed by a website merchant to interact with prospective customers via a website in a real-time mode. desirable.

[0008]

SUMMARY OF THE INVENTION It is, therefore, one object of the present invention to enable real-time communication between a website seller and prospective customers of the website.

Another object of the present invention is to provide different real-time communication mode options between web site salespeople and potential customers of the web site.

It is another object of the present invention to provide text, audio, or audio / video communication between a web site salesperson and potential customers of the web site.

[0011]

The foregoing objects are attained in a manner to be described. The website server is
Automatically detect site visitors and determine if they benefit from an interactive sales session. Depending on the configuration for the visitor, the server can automatically connect the visitor to the salesperson. This arrangement may include enabling an interactive session only when entering a special code, or enabling a simplified session for first time visitors. The buttons displayed on the web page allow visitors to
You can voluntarily choose the method of communication with the web site salesperson. Logic on b
oard) 's web site server provides a pop-up window that is displayed in the visitor's browser window and a corresponding window on the web site salesperson's display. This pop-up window provides communication between the visitor and the website salesperson, including chat, audio, and audio / video. Sales presentations, usually involving high value items or services or sales support, can be made between the website seller and the visitor. In addition, multiple communication windows can be used on a web site salesperson's display to simultaneously serve multiple visitors in a parallel fashion.

The above as well as additional objects, features, and features of the present invention
The advantages will be apparent from the detailed description below.

[0013]

DETAILED DESCRIPTION OF THE INVENTION
It is shown in the claim. However, the invention itself, as well as preferred aspects, further objects and advantages of its use, are best understood by referring to the following detailed description of exemplary embodiments when read in conjunction with the accompanying drawings.

Referring now to the drawings, and more particularly to FIG. 1, there is shown a system 100 for providing a real-time message exchange during a prospective Internet purchase in which a preferred embodiment of the present invention may be implemented. Have been. Customer computer 102 is connected to the Internet (here, the "web") via a modem (not shown).
And electronically connect to a web site on the web using a browser client (not shown). The terminal of the customer computer 102 displays a graphical representation or web page 106 resulting from the connection of the customer computer 102 to the web site 104. Typically, web pages contain text and pictures, frequently contain audio, and often contain video. Although the present invention can present all of the various forms of a web site presentation, for simplicity, the embodiments are described herein using only text and pictures.

The web page 106 displays products or product lines of the web merchant and may include pricing for the displayed products (further described in FIG. 2). A regular web page that displays a product typically includes a graphic that allows you to click for more information, navigate to another page, or make an online purchase.
There are pictures and promotional texts, including buttons. The instant message exchange window 108 is not always displayed on the web page, but is sent to the customer's computer when the e-commerce server 110 of the merchant's web site detects a request for interactive real-time sales support. You. The e-commerce server 110 detects this request and, after automatically notifying the site sales agent 112, pops up this window in the display of the customer computer 102, and
02 and the site sales agent 112.

Referring to FIG. 2, a representative web page displaying high value / high cost items for sale on a web site according to an embodiment of the present invention is shown. The web page 200 is displayed on the customer's computer terminal after making a connection via the web. Web page 200 comprises a graphical representation 204 of buttons, text, and a photo 202 of an item for sale. Those skilled in the art will appreciate that this is a simple example of a web page, which can be simpler or more complex. Additionally, web pages can include sound and animation icons.

As indicated in the text, the customer:
By clicking on one of the graphical representations 204 of the button, one is encouraged to seek raw help. If the customer clicks on one of the graphical representations 204 of the button, the connection between the customer and the live salesperson is an e-commerce
Made by the server, the message exchange window 20
6 pops up on the browser screen. A similar system is a chat loop system on the Internet. One participant opens a chat room and each participant signs in to participate. Participants can chat or communicate with each other by text conversation using keyboard input. Also, chat rooms can be formed to allow only certain members.

Generally, a customer who does not have the ability to facilitate or enable a chat, audio, or video connection between a web site and the customer will receive a prompt to download software therefor. Displayed on the page.

Referring to FIG. 3, there is illustrated a method for providing real time message exchange during a prospective web purchase according to a preferred embodiment of the present invention. The process is started at step 300,
In the e-commerce server of the merchant's web site detects potential customers accessing the web site.
Processing proceeds to step 302 where it is determined whether a human interaction has been requested by a potential customer. The server has one of the buttons that the customer displays on the web page
Look for a signal that corresponds to clicking one (customer
You can click on text, pictures, graphics, etc.). Each of the buttons sends a different signal to the server. If it is determined that no human interaction is required (a button other than the interaction button has been clicked or none of the buttons have been clicked), the process returns to step 300. If human interaction is determined to be necessary,
Processing proceeds to step 304, where the server sends a message exchange signal to the salesperson.

The process proceeds to step 306 to determine the message exchange mode requested by the customer. If the Chat button (see FIG. 2) is clicked, the process proceeds to step 308, where the text between the salesperson and the customer is
Message exchange mode is set up. Thereafter, processing proceeds to step 314, where the server sets up a communication connection and informs the sales representative of the type.
If the Audio button (see FIG. 2) is clicked, the process proceeds to step 310 where the server sets up an audio connection between the sales representative and the customer. Thereafter, the processing proceeds to step 314.

If the Audio / video button has been clicked, the process proceeds to step 312 where the server sets up an audio / video connection between the salesperson and the customer. Thereafter, the process proceeds to step 314, in which the server
Set up the communication connection and inform the sales representative of the type. Processing then proceeds to step 316, where the server connects live to the customer via the appropriate connection. Processing then proceeds to step 317, where the window insert is popped up in the customer's browser to display a text message exchange, video, or audio and graphics display.

Thereafter, the process proceeds to step 318, where the dialog requested by the customer is performed. The customer and the salesperson interact on the item in question until a decision is reached. Thereafter, the process proceeds to step 320, where it is determined whether the customer intends to continue shopping at this web site. If it is determined that the purchase has not been completed, the process returns to step 300, whether or not there is a sale, and the server detects web site access by potential customers. If it is determined that the purchase has been completed, processing proceeds to step 322 where the server closes the connection if the sale was made, processes the financial transaction (eg, posts credit card information), If no sale is made, only the connection is closed. afterwards,
The process returns to step 300 where the server detects web site access by potential customers.

Referring to FIG. 4, the interaction between the customer and the web site server is shown according to a preferred embodiment of the present invention. A customer (also referred to as a buyer) 400 connects to an e-commerce server 110 at a web site (not shown) using an Internet browser client. Communications and transactions take place between the web site and the customer 400 via the Internet. Transactions include gold transfers, customer assistance,
Orders are included. When a customer 400 accesses a web site, the e-commerce server 110 identifies the customer 400 as having previously visited the site with a “Co
Inspect the browser for okie. A cookie is an identification file added by a server to a visitor's browser, and the cookie contains information that can be read by a web site server. The server uses Cookie 40
If it finds 4, the server has access to all the information that the customer provided on the previous visit. Direct access to this information allows sales associates associated with the website to
Tools are provided to improve customer service and increase sales potential.

If there is no cookie, the server sends a message to the browser
A cookie can be added to include all information collected from visits of customer 400. Further, if there is no Cookie, the server sends “e-coupon” displayed in a browser window on the display of the customer 400. The e-coupon 402 is a text message that a customer clicks to accept free sales support for a predetermined period. The e-coupon 402 provides a simple means for the customer 400 to learn about a website with a live salesperson as a guide. Providing and accepting e-coupons 402 is another tool that a live salesperson can use to increase the likelihood of selling high value goods.

Referring to FIG. 5, a method for determining a first-time buyer according to a preferred embodiment of the present invention is shown. The process begins at step 502 where a customer (user) uses a mouse to click on a hyperlink to a web site displayed in the customer's browser window. Processing proceeds to step 504, where it is determined whether the browser has an associated Cookie. The browser has an associated web site
If so, the process proceeds to step 506, where the cookie is analyzed for characteristics of the customer. Processing then proceeds to step 512, where it is determined whether the user requests assistance from a live salesperson.

Returning to step 504, if it is determined that the customer's browser does not have a cookie associated with this web site, processing proceeds to step 508, where the server identifies this customer as the first visitor / buyer. Classify. Next, the process proceeds to step 510, where the server sends a cookie for the customer of the web site to the browser. The process proceeds to step 512 and determines whether the user requires assistance from a live salesperson. If it is determined that the user does not request assistance, processing proceeds to step 514, where the user continues to view the web site or leaves the site. If it is determined that the user requires assistance, the process proceeds to step 516 and the web
A site salesperson is connected to the customer. All of the transactions for this process take place over the Internet. Other embodiments can include various combinations of communication modes, including telephone, mail, e-mail, and the like.

Referring to FIG. 6, there is shown a combination of print media and Internet media for providing live assistance on an e-commerce web site, according to a preferred embodiment of the present invention. Web page 602, which is typically the home page of the web site, is displayed without regular banners or graphics to focus on code entry block 606 and activation button 604. The e-commerce retail merchant's current customer enters the special code in message 612 into code entry block 606 to receive free help from a live salesperson over the Internet.

High value retailers understand that it is easier to sell to current customers than to open up new ones. Thus, a card or customer code if the merchant regularly sends sales prints or catalogs can be provided to the customer to access the merchant's web site. For example, address block 61 for a customer in catalog 608 of the famous Neiman-Marcus (Dallas, Texas, USA).
0, the recipient, along with the address, is the Neiman-Marcus web
Message 612 encouraging access to the site
Is included. Also, catalog mail order houses, such as Lands' End (Dodgeville, Wisconsin, USA) can increase sales by providing preferred customers with codes and messages.

The merchant already has customer information in its database. Customer visits using code to access the site and request live services are assisted by the information available in the database. Merchants are known to purchase certain items and can only give codes to patrons who are patrons or high paying customers.

Referring to FIG. 7, there is shown a high level block diagram of a system for serving multiple buyers of a single high value item, in accordance with a preferred embodiment of the present invention. Potential buyers 706, 712, and 716 are connected to high value web page 702. Windows 710, 7
14 and 718 are communication windows that connect each buyer to a web site salesperson. The painting 704, a high value item for sale or auction, is viewed by each customer on a separate display in the customer's browser window on the customer's computer. Associated with the item being sold is an instant messaging window displayed on a separate screen. Web site salespeople communicate with each customer by instant message exchange via the web site server and the Internet. A more detailed view of this system is shown in FIG.
Will be described.

Referring to FIG. 8, there is shown a detailed description of a method for servicing multiple buyers of a single high value item, or a method for auctioning individual high value items, according to a preferred embodiment of the present invention. Have been. The web site salesperson's computer display screen 800 comprises a plurality of windows that address the different needs of the sales situation. The window 802 includes information on an item to be sold. A plurality of connected buyers will see a chat window 80
6, 808, 810, and 812.
A dialog window 804 displays the interaction between the salesperson and the buyer.

Communication can occur from the salesperson to all buyers at once, or as a private side conversation between the salesperson and a single buyer. For example, a buyer 818, whose computer is represented by the chat window 806, can make a comment to the salesperson that the same item can be obtained at another site at a lower cost. Rather than communicating to all buyers on a subject that could undermine the sale, the salesperson can click a button 814, which results in a two-way communication between the salesperson and the buyer 818. The salesperson can determine if the buyer is correct or if the items are actually different. Button 814 graphically represents the type of communication, in this case, a non-broadcast communication is performed for a particular buyer. When button 816 is highlighted, it indicates that the window is receiving a broadcast message, and when button 814 is highlighted, a private conversation between the salesperson and the buyer 818 proceeds. Indicates that it is inside. Buyer 82
0 (chat window 808) and buyer 822
(Chat window 810), like buyer 818, receives a message addressed to All.

The present invention helps to increase the likelihood of selling high priced items over the Internet without resorting to the use of a telephone connection between the customer and the merchant. View contracts, graphics, sales tools, and more simultaneously during online two-party conversations by displaying the conversation between the live salesperson and the customer directly on the customer's computer using instant messaging be able to. Furthermore, while buying expensive items, when multiple buyers electronically ask salespeople while purchasing expensive items, for example, new cars,
The potential for group dialogue and multiple sales is
Made possible by using the mode.

The present invention is also useful in many situations for low cost goods. For example, a grocery grocery shopper
I completed an order for $ 200 at a grocery store on site, but I can't find some small items.
There are grocery stores that offer shoppers a paid membership that offers store items at lower prices. Savings are made at the checkout counter by presenting the card to the cashier, allowing customers to get lower prices. The benefits from membership are more than offsetting cost savings for grocery store items. In the online example, membership can be enabled for a fee, which allows online member shoppers to request real-time sales help that is not available to non-member shoppers. For old shoppers, new shoppers, and new shoppers, the knowledge that live humans respond for real-time assistance without having to talk to someone over the phone is a great advantage. This raw, real-time support opportunity enhances the experience of the grocery store and differentiates this website from strictly electronic ordering on regular websites without live support . This method is expensive in transactions (stock trading, car buying, jewelry buying,
It can be applied to almost all e-commerce websites, whether fur or low-priced items (Internet service providers, grocery stores, department stores). This is because the marginal profits of low-priced items can be offset by exclusive membership fees.

Although the present invention has been described in terms of a fully functioning data processing system and / or network, the features of the present invention can be distributed in various forms of computer-usable media of instructions. It is important to note that those skilled in the art will appreciate that the invention applies equally, regardless of the particular type of signal-bearing medium used in the actual implementation of the distribution. Examples of computer usable media include read only memory (R
Non-volatile hard-coded media such as OM) or erasable electrical programmable read-only memory (EEPROM), recordable media such as floppy disks, hard disk drives, and CD-ROMs, and digital communication links And transmission media such as analog communication links.

Although the present invention has been particularly shown and described with reference to preferred embodiments, workers skilled in the art will recognize that various changes can be made in form and detail without departing from the spirit and scope of the invention. You will understand.

In summary, the following items are disclosed regarding the configuration of the present invention.

(1) A method for providing Internet interactive communication for an e-commerce transaction, comprising: determining whether the interactive communication is required; and an instant message exchange window on a customer's computer display. And connecting the web site salesperson's computer and the customer's computer in an interactive communication session via the web site. (2) connecting the web site salesperson's computer and the customer's computer in an interactive communication session via the web site, further comprising: connecting the plurality of parallel interactive communication sessions with a plurality of the customers; The method of claim 1, comprising enabling and enabling the interactive communication only when each customer enters a special code. (3) determining whether interactive communication is required, further comprising enabling the interactive communication only when the customer selects an item whose value exceeds a predetermined threshold; The method according to the above (1). (4) The method according to (1), further comprising determining a type of interactive communication desired by the customer. (5) The method of (1) above, further comprising providing a period of free web site support. (6) ending the session in response to a signal from the customer or the salesperson;
The method according to the above (1). (7) The method of (1) above, wherein determining whether interactive communication is required further comprises receiving a request from the customer to initiate the interactive communication. (8) connecting the web site salesperson's computer and the customer's computer in an interactive communication session via the web site, further comprising: a plurality of the customers accessing the web site; The web site server is a web site server for each customer.
(1) including detecting a cookie added to a browser client and initiating an instant message exchange window connecting each of the customer's web browser clients to the web site salesperson. The method described in. (9) A system for providing Internet interactive communication for e-commerce transactions, comprising: a network, a web site server, and a web site on the internet controlled by the server;
Means for detecting whether interactive communication is required, means for detecting on the server, means for initiating an instant message exchange window on the customer's computer display, a web site salesperson's computer and the customer's computer And a logical means for connecting in an interactive communication session via said web site. (10) The system according to the above (9), further comprising a selecting means for determining a type of the interactive communication desired by the customer. (11) means for initiating an instant message exchange window on the customer's computer display,
The system of claim 9, further comprising means for initiating at least one message exchange window on the salesperson's computer display. (12) a plurality of the customers accessing the web site and a cookie added to the web browser client of each customer on the web site server.
(9). The system according to (9), further comprising: (13) The system of (9) above, wherein determining whether interactive communication is required further comprises receiving a request from the customer to initiate the interactive communication. (14) A computer program product on a computer having instructions in a computer readable medium for providing Internet interactive communication for an e-commerce transaction, wherein the computer determines whether interactive communication is required. Instructions in the readable medium and instructions in the computer readable medium for initiating an instant message exchange window over a network on a customer's computer connected to the web site server, and a web site salesperson's computer And instructions in the computer readable medium for connecting the customer's computer with the customer's computer in an interactive communication session via the web site. (15) further comprising instructions in the computer-readable medium for determining a type of interactive communication desired by the customer;
The computer program product according to the above (14). (16) The method of (1) further comprising instructions in the computer-readable medium for initiating a plurality of instant message exchange windows on the salesperson's computer display connected to the web site server.
A computer program product according to 4). (17) The computer program product of (14), further comprising instructions in the computer readable medium for ending the session in response to a signal from the customer or the salesperson. (18) The determination of (14) above, wherein determining whether interactive communication is required further comprises instructions in the computer readable medium for receiving a request from the customer to initiate the interactive communication. Computer program product. (19) the computer, wherein the instructions for connecting the web site salesperson's computer and the customer's computer in an interactive communication session via the web site detect a plurality of the customers accessing the web site. Instructions in the readable medium, and instructions in the computer readable medium for detecting, by the web site server, a cookie added to each of the customer's web browser clients; and a computer of the web site salesperson. (B) starting, on a display, an instant message exchange window representing each of the customers; and instructions in the computer readable medium.
A computer program product according to 6). (20) A method of providing real-time sales support on a website on the Internet, comprising: collecting a recurring fee for membership in a preferred group of buyers; and upon receiving a cookie retrieved from the member's browser, A method comprising: connecting a member of the preferred group to a real-time sales support salesperson; and retrieving the member's profile from an account database. (21) The method of (20) above, further comprising initiating an interactive communication window in the member's browser. (22) The method of (21), wherein opening the interactive communication window in the member's browser further comprises providing the member with an option of an interactive communication method. (23) The method of (20) above, further comprising providing an access code to each paying member of the preferred group. (24) The method of (23) above, further comprising including, on a web page of the web site, a graphical means for each of the members to connect to the real-time sales support using the access code. . (25) The method of (23), wherein providing the access code to each member of the preferred group further comprises transmitting the access code by email. (26) The method of (23) above, further comprising providing the access code to the member via a postal service. (27) A method of providing sales support to a buyer on a website on the Internet, the method comprising:
Displaying an item for sale on the site and connecting a plurality of pre-restricted customers interested in purchasing the item to a real-time sales representative upon receiving a cookie retrieved from the customer's browser And retrieving the customer profile from a database. (28) The method of (27), further comprising initiating an interactive communication window within each of the customer's browsers. (29) further comprising initiating a corresponding interactive communication window in the salesperson's terminal display;
The method according to the above (28). (30) The method of (2), wherein the step of initiating the interactive communication window in each customer's browser further comprises the step of providing each customer with an option of an interactive communication method.
The method according to 7). (31) The method of (27) above, further comprising providing an access code to each of the customers. (32) The method of (31) above, further comprising including, on a web page of the web site, a graphical means for each of the members to connect to the real-time salesperson using the access code. . (33) The method of (31) above, wherein providing the access code to each customer further comprises transmitting the access code by email. (34) The method of (31) above, further comprising providing the access code to the member via a postal service.

[Brief description of the drawings]

FIG. 1 illustrates a system for providing real-time message exchange during a prospective Internet purchase in which a preferred embodiment of the present invention may be implemented.

FIG. 2 illustrates a representative web page displaying items for sale on a web site, according to an embodiment of the present invention.

FIG. 3 illustrates a method for providing real-time message exchange during a prospective web purchase, according to a preferred embodiment of the present invention.

FIG. 4 illustrates the interaction between a customer and a web site server according to a preferred embodiment of the present invention.

FIG. 5 illustrates a method for determining a first-time buyer according to a preferred embodiment of the present invention;

FIG. 6 shows an e-commerce according to a preferred embodiment of the present invention.
1 is a high-level block diagram of a system that combines print and Internet media to provide live assistance at a web site.

FIG. 7 is a high-level block diagram of a system for serving multiple buyers of a single high-value item, according to a preferred embodiment of the present invention.

FIG. 8 illustrates a detailed description of a system for serving multiple buyers of a single high value item, or for auctioning individual high value items, in accordance with a preferred embodiment of the present invention.

[Explanation of symbols]

 100 System 102 Customer Computer 104 Web Site 106 Web Page 108 Instant Message Exchange Window 110 e-commerce Server 112 Site Sales Agent 200 Web Page 202 Photograph 204 Graphical Representation of Buttons 206 Message Exchange Window

──────────────────────────────────────────────────続 き Continued on the front page (51) Int.Cl. ⁷ Identification symbol FI Theme coat ゛ (Reference) G06F 3/00 651 G06F 3/00 651A

Claims (34)

[Claims] 1. A method for providing Internet interactive communications for an e-commerce transaction, comprising: determining whether the interactive communications are required; and providing instantaneous information on a customer's computer display.
A method comprising: initiating a message exchange window; and connecting a web site salesperson's computer and the customer's computer in an interactive communication session via a web site. 2. The step of connecting said web site salesperson's computer and a customer's computer in an interactive communication session via said web site, further comprising: a plurality of said interactive communications with a plurality of said customers. The method of claim 1, comprising enabling a session; and enabling the interactive communication only when each customer enters a special code. 3. The step of determining whether interactive communication is required, further comprising the step of enabling the interactive communication only when the customer selects an item whose value exceeds a predetermined threshold. The method of claim 1, comprising: 4. The method of claim 1, further comprising the step of determining the type of interactive communication desired by the customer. 5. The method of claim 1, further comprising providing a period of free web site support. 6. The method of claim 1, further comprising ending said session in response to a signal from said customer or said sales representative. 7. The method of claim 1, wherein determining whether interactive communication is required further comprises: receiving a request from the customer to initiate the interactive communication. 8. The step of connecting said web site salesperson's computer and the customer's computer in an interactive communication session via said web site, further comprising: a plurality of said customers accessing said web site. Wherein the server of the web site detects a cookie added to each customer's web browser client; and instantaneous connecting each customer's web browser client to the web site salesperson. Starting a message exchange window. 9. A system for providing Internet interactive communication for e-commerce transactions, comprising: a network; a web site server; and a web site on the Internet controlled by the server. Detecting means on said server to determine if a call is required; and instantaneous information on the customer's computer display.
A system comprising: means for initiating a message exchange window; and logic means for connecting a web site salesperson's computer and the customer's computer in an interactive communication session via the web site. 10. The system of claim 9, further comprising selection means for determining a type of interactive communication desired by the customer. 11. The means for initiating an instant message exchange window on the customer's computer display further comprises means for initiating at least one message exchange window on the salesperson's computer display. System. 12. The web site server further comprising: a plurality of said customers accessing said web site; and means for detecting a cookie added to each of said customer's web browser clients on said web site server. The system according to claim 9. 13. The system of claim 9, wherein determining whether interactive communication is required further comprises: receiving a request from the customer to initiate the interactive communication. 14. A computer program product on a computer, having instructions in a computer readable medium, for providing Internet interactive communication for an e-commerce transaction, the method comprising: determining whether interactive communication is required. Instructions in the computer readable medium, instructions for initiating an instant message exchange window over a network on a customer's computer connected to a web site server, and instructions in the computer readable medium; Instructions in the computer readable medium for connecting the computer of the customer and the customer's computer in an interactive communication session via the web site. 15. The computer program product of claim 14, further comprising instructions in the computer readable medium for determining a type of interactive communication desired by the customer. 16. Initiating a plurality of instant message exchange windows on the salesperson's computer display connected to the web site server.
The computer program product of claim 14, further comprising instructions in the computer readable medium. 17. The computer program product of claim 14, further comprising instructions in the computer readable medium for ending the session in response to a signal from the customer or the sales representative. 18. The method of claim 18, wherein determining whether interactive communication is required further comprises: receiving instructions from the customer to initiate the interactive communication in the computer readable medium.
A computer program product according to claim 14. 19. The instructions for connecting the web site salesperson's computer and the customer's computer in an interactive communication session via the web site detect a plurality of the customers accessing the web site. Instructions in the computer readable medium; instructions in the computer readable medium for detecting, by the web site server, a cookie added to each of the customer's web browser clients; and the web site seller. The computer-readable medium of claim 16, further comprising: initiating an instant message exchange window representing each customer on the computer display of the computer. 20. A method of providing real-time sales support at a web site on the Internet, comprising: collecting a recurring fee for membership to a preferred group of buyers; and receiving a cookie retrieved from the member's browser. A method comprising, at times, connecting a member of the preferred group to a real-time sales support salesperson and retrieving the member's profile from an account database. 21. The method of claim 20, further comprising starting an interactive communication window in the member's browser. 22. The method of claim 21, wherein opening the interactive communication window in the member's browser further comprises providing the member with an option of an interactive communication method. 23. The method further comprising providing an access code to each payment member of the preferred group.
The method according to claim 20. 24. The method of claim 23, further comprising the step of including, on a web page of the web site, a graphical means for each of the members to connect to the real-time sales support using the access code. Method. 25. The method of claim 23, wherein providing the access code to each member of the preferred group further comprises sending the access code by email. 26. The method further comprising providing the access code to the member via a postal service.
A method according to claim 23. 27. A method of providing sales support to a buyer within a web site on the Internet, comprising: displaying an item for sale on the web site; and interested in purchasing the item. A plurality of pre-restricted customers are retrieved from the Co.
A method comprising: connecting to a real-time sales representative upon receipt of an okie; and retrieving the customer profile from a database. 28. The method of claim 27, further comprising initiating an interactive communication window within each of said customer's browsers. 29. The method of claim 28, further comprising initiating a corresponding interactive communication window within the salesperson's terminal display. 30. The method of claim 27, wherein initiating the interactive communication window in each of the customer's browsers further comprises providing each of the customers with an option of an interactive communication method. 31. The method of claim 27, further comprising providing an access code to each of said customers. 32. The method of claim 31, further comprising the step of including, on a web page of the web site, a graphical means for each of the members to connect to the real-time salesperson using the access code. Method. 33. The method of claim 31, wherein providing the access code to each of the customers further comprises transmitting the access code by email. 34. The method further comprising providing the access code to the member via a postal service.
The method according to claim 31.