WO2001095229A1 - Procedes et appareils fournissant une aide au client distant - Google Patents

Procedes et appareils fournissant une aide au client distant Download PDF

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Publication number
WO2001095229A1
WO2001095229A1 PCT/US2001/004650 US0104650W WO0195229A1 WO 2001095229 A1 WO2001095229 A1 WO 2001095229A1 US 0104650 W US0104650 W US 0104650W WO 0195229 A1 WO0195229 A1 WO 0195229A1
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WO
WIPO (PCT)
Prior art keywords
customer
support
contact information
communication
organization
Prior art date
Application number
PCT/US2001/004650
Other languages
English (en)
Inventor
Russell S. Rive
Original Assignee
Everdream, Corporation
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Everdream, Corporation filed Critical Everdream, Corporation
Priority to AU2001236980A priority Critical patent/AU2001236980A1/en
Publication of WO2001095229A1 publication Critical patent/WO2001095229A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L9/00—Cryptographic mechanisms or cryptographic arrangements for secret or secure communications; Network security protocols
    • H04L9/40—Network security protocols
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L69/00—Network arrangements, protocols or services independent of the application payload and not provided for in the other groups of this subclass
    • H04L69/14—Multichannel or multilink protocols

Definitions

  • the present invention relates generally to customer support, and more specifically to customer support provided remotely in response to a request from a customer.
  • Providing prompt, responsive customer support can help a customer solve pressing problems more quickly and foster better relations between a company and its customers.
  • a method of communication between a support organization and a remote party includes storing, on a digital processing system of the remote party, contact information of the remote party and associating the contact information with a support request service accessible through the remote party's digital processing system such that communication between the support organization and the remote party can be established using the contact information.
  • Figure 1 A illustrates generally the interaction between a subscriber of a support organization and the support organization in accordance with the teachings of the present invention.
  • Figure 1 B is a block diagram of one embodiment of an operating environment suitable for practicing the present invention.
  • Figure 1C is a block diagram of one embodiment of a computer system suitable for use in the operating environment of Figure 1 B.
  • Figure 2 illustrates one embodiment of a support application on a customer's digital processing system, where the support application may be used to access a support request service in accordance with the teachings of the present invention.
  • Figure 3A is a diagram of one example of the interaction among a customer, a communication system and a support organization when the customer desires to establish communication with the support organization.
  • Figure 3B is a diagram of another example of the interaction among a customer, a communication system and a support organization when the customer desires to establish communication with the support organization.
  • FIG. 4 is a flowchart showing one embodiment of a customer support process in accordance with the teachings of the present invention.
  • FIG. 5 is a flowchart showing another embodiment of a customer support process in accordance with the teachings of the present invention.
  • Figure 1 A provides a broad overview of the interaction between a system 100 of a customer/subscriber of a support organization's products and services, the World Wide Web (WWW) 104, and a system 106 of the support organization in accordance with the teachings of the present invention.
  • a system 100 such as a personal computer or personal digital assistant, of the customer is used to initiate contact with the World Wide Web, which is navigated using a web browser on the system 100 of the customer. Contact will likely be made through an Internet Service Provider (ISP) 102.
  • the customer may execute on system 100 a support application provided by the support organization.
  • the support application is associated with a support request service that establishes communication between the support organization and the customer when the customer requests support via the support application.
  • system 106 of the support organization includes servers which can store contact information (e.g. telephone number, e-mail address, physical address) provided by the customer.
  • the support organization's system 106 is capable of providing support to the customer by accessing and controlling the customer's system 100 through WWW 104.
  • System 100 includes various support applications and is provided to the customer by the support organization as part of the products and services offered by the support organization.
  • the support applications on system 100 facilitate communication between the customer and the support organization by, for example, identifying the customer to the support organization.
  • the relationship between the user and the support organization is described in greater detail in U.S. Patent Application No. 09/418,697, now U.S. Patent No. , filed on October 15, 1999, titled "Method and Apparatus for
  • Figure 1 B shows several computer systems 101 coupled together through a network 103, such as a LAN or the Internet.
  • the term "Internet” as used herein refers to a network of networks which uses certain protocols, such as the TCP/IP protocol, and possibly other protocols such as the hypertext transfer protocol (HTTP) for hypertext markup language (HTML) documents that make up the World Wide Web.
  • HTTP hypertext transfer protocol
  • HTML hypertext markup language
  • client computer systems 121 , 125, 135 and 137 Users on client systems, such as client computer systems 121 , 125, 135 and 137 obtain access to the Internet 103 through ISPs 105 and 107. Access to the Internet 103 allows users of client computer systems 121 , 125, 135 and 137 to exchange information, receive and send e-mails, and view documents, such as documents prepared in the HTML format. These documents are often provided by web servers, such as web server 109 which is considered to be "on" the Internet 103. Often these web servers are provided by ISPs, although a computer system can be set up and connected to the Internet without that system being as ISP as is well known in the art.
  • Web server 109 is typically at least one computer system which operates as a server computer system and is configured to operate with the protocols of the World Wide Web and is coupled to the Internet 103.
  • web server 109 can be part of an ISP which provides access to the Internet 103 for client systems.
  • Web server 109 is shown coupled to a server computer system 111 which itself is coupled to web content 113, which can be considered a form of a media database. It is appreciated that while two computer systems 109 and 111 are shown in Figure 1 B, web server 109 and server computer system 111 can be one computer system having different software components providing the web server functionality and the server functionality provided by server computer system 111 which is described further below.
  • client computer systems 121 , 125, 135 and 137 can each view HTML pages provided by web server 109.
  • ISP 105 provides Internet connectivity to client computer system 121 through a modem or network interface 123 which can be considered part of client computer system 121.
  • Client computer system 121 can be a personal computer system, a personal digital assistant, a network computer, a Web TV system, an Internet radio receiver, or other such computer system.
  • ISP 107 provides Internet connectivity for client computer systems 125, 135 and 137, although as shown in Figure 1 B the connections are not the same for these three computer systems.
  • Client computer system 125 is coupled through a modem interface 127 while client computer systems 135 and 137 are part of a LAN.
  • FIG. 1 B shows interfaces 123 and 127 generically as “modem,” it is appreciated that each of these interfaces can be an analog modem, ISDN modem, cable modem, satellite transmission interface (e.g. "Direct PC"), or other interfaces for coupling a computer system to other computer systems.
  • Client computer systems 135 and 137 are coupled to a LAN bus 133 through network interfaces 139 and 141 , which can be Ethernet network or other network interfaces.
  • LAN bus 133 is also coupled to a gateway computer system 131 which can provide firewall and other Internet related services for the LAN.
  • Gateway computer system 131 is coupled to ISP 107 to provide Internet connectivity to client computer systems 135 and 137.
  • Gateway computer system 131 can be a conventional server computer system.
  • web server 109 can be a conventional server computer system.
  • Figure 1C shows one example of a conventional computer system that can be used as a client computer system, a server computer system or a web server system. It is appreciated that such a computer system can be used to perform many of the functions of an ISP.
  • Computer system 142 interfaces to external systems through the modem or network interface 143. It is appreciated that modem or network interface 143 can be considered part of computer system 142. Interface 143 can be an analog modem, ISDN modem, cable modem, token ring interface, satellite transmission interface (e.g. "Direct PC"), or other interfaces for coupling a computer system to other computer systems.
  • Computer system 142 includes a processor 145, which can be a conventional microprocessor such as an Intel Pentium microprocessor or Motorola Power PC microprocessor.
  • Memory 149 is coupled to processor 145 by a bus 147.
  • Memory 149 can be dynamic random access memory (DRAM) and can also include static random access memory (SRAM).
  • Bus 147 couples processor 145 to memory 149 and also to mass memory 155 and to display controller 151 and to an input/output (I/O) controller 157.
  • Display controller 151 controls in the conventional manner a display on a display device 153 which can be a cathode ray tube (CRT) or liquid crystal display (LCD).
  • Input/output devices 159 can include a keyboard, disk drives, printers, a scanner, a mouse or other cursor control device, and other input and output devices.
  • Display controller 151 and I/O controller 157 can be implemented with conventional well known technology.
  • a digital image input device 161 can be a digital camera which is coupled to I/O controller 157 to allow images from the digital camera to be input into computer system 142.
  • Mass memory 155 is typically a magnetic hard disk, an optical disk, or another form of storage for large amounts of data. Some of this data is often written by a direct memory access process into memory 149 during execution of software in computer system 142.
  • computer system 142 is one example of many possible computer systems which have different architectures.
  • personal computers based on an Intel microprocessor often have multiple buses, one of which can be considered a peripheral bus.
  • Network computers are another type of computer system that can be used with the present invention. Network computers do not usually include a hard disk or other mass storage, and the executable programs are loaded from a network connection into memory 149 for execution by processor 145.
  • a Web TV system which is known in the art, is also considered to be a computer system in accordance with the present invention, but it may lack some of the features shown in Figure 1 C, such as certain input or output devices.
  • a typical computer system will usually include at least a processor, memory and a bus coupling the memory to the processor.
  • computer system 142 is controlled by operating system software which includes a file management system, such as a disk operating system.
  • a file management system such as a disk operating system.
  • One example of an operating system software with its associated file management system software is the operating system known as Windows '98 from Microsoft Corporation of Redmond, Washington, and its associated file management system, including Windows Explorer.
  • the file management system is typically stored in mass memory 155 and causes processor 145 to execute the various operations required by the operating system to input and output data and to store data in memory, including storing files on mass memory 155.
  • Figure 2 illustrates a digital processing system 200, such as a personal computer system, of a customer of a support organization.
  • a display device 210 of system 200 has a viewing screen 212.
  • a toolbar 214 is visible on viewing screen 212 and includes a "Help" button 216.
  • toolbar 214 is provided to the customer as part of system 200 and may be actively displayed on screen 212 according to the customer's preferences.
  • Button 216 may be "pressed” or selected using an input device (e.g. mouse, keyboard, etc.) connected to system 200. Pressing button 216 causes a corresponding Help window 218 to appear on screen 212.
  • Window 218 may feature a number of graphical representations (e.g. icons) which may be selected by the customer to access support functions.
  • Support request icon 220 allows the customer to initiate a communication session with the support organization by pressing icon 220.
  • pressing icon 220 causes a contact information window (not shown) to appear on screen 212.
  • the contact information window includes fields in which the customer is required to input information such as the customer's name, address and telephone number. After such information is submitted, it may be stored in a file (e.g. a "cookie") on system 200 and/or on a system of the support organization such that the information does not have to be entered every time icon 220 is pressed.
  • the file may be any type of file from which information is retrievable by an application executed on a digital processing system.
  • the customer's telephone number is then transmitted to a support request service, such as PhoneMe Ltd. of Devizes, Wiltshire County, England, so that telephone communication may be established between the customer and the support organization. It should be noted that the support request service may be part of the support organization.
  • the contact information is submitted by the customer as part of a registration process that must be completed by the customer when the customer first uses system 200.
  • icon 220 is not be selectable until the customer has submitted the requested contact information. After such information is submitted, it may be stored in a file as previously described. Thus, every time icon 220 is selected by the customer, the customer's telephone number is transmitted to a support request service so that telephone communication may be established between the customer and the support organization without requiring the customer to submit any further information.
  • a single press of an icon or other graphical representation on a customer's digital processing system may establish communication between the customer and the support organization which is servicing the customer.
  • Figure 3A is a diagram showing, generally, one embodiment of the interaction among a customer 302, a communication system 304 and a support organization 306.
  • customer 302 selects a support request icon on the customer's computer system.
  • at least some of the customer's contact information such as the customer's telephone number, is automatically transmitted to communication system 304 from the customer's computer system in response to the customer's selection of the support request icon. It is appreciated that the customer's contact information may be submitted by customer 302 at a prior time or when the support request icon is selected and then stored in a file on the customer's computer system for later retrieval.
  • Communication system 304 then opens communication channels to customer 302 and support organization 306 in operations 320 and 325, respectively, by placing separate telephone calls to customer 302 and support organization 306.
  • Operations 320 and 325 may occur substantially concurrently, or operation 325 may occur just before operation 320 such that customer 302 is not forced to wait to speak to support organization 306.
  • the communication channels are linked together by communication system 304 in operation 330 such that customer 302 and support organization 306 can communicate with each other by telephone. Thus, customer 302 need only select a support request icon to speak to support organization 306.
  • communication system 304 may be any communication device and/or service or collection of communication devices and/or services which are capable of placing separate telephone calls and connecting the separate telephone calls to allow the respective parties to speak to one another.
  • Figure 3B is a diagram showing, generally, another embodiment of the interaction among customer 302, communication system 304 and support organization 306.
  • customer 302 selects a support request icon on the customer's computer system.
  • the customer's identification data e.g. network address, name, customer number, etc.
  • the customer's identification data and contact information may be submitted by customer 302 at a prior time or when the support request icon is selected and then stored in a file on both the customer's computer system and the organization's computer system for later retrieval.
  • support organization 306 uses the customer's identification data to retrieve the customer's contact information.
  • each customer's unique identification data may be associated with each customer's contact information to allow support organization 306 to search a database using the identification data received in operation 355 and retrieve the correct contact information.
  • at least some of the customer's contact information is transmitted to communication system 304 from the organization's computer system.
  • Communication system 304 then opens communication channels to customer 302 and support organization 306 in operations 370 and 375, respectively, by placing separate telephone calls to customer 302 and support organization 306.
  • Operations 370 and 375 may occur substantially concurrently, or operation 375 may occur just before operation 370 such that customer 302 is not forced to wait to speak to support organization 306.
  • the communication channels are linked together by communication system 304 in operation 380 such that customer 302 and support organization 306 can communicate with each other by telephone. Thus, customer 302 need only select a support request icon to speak to support organization 306.
  • communication system 304 and support organization 306 are shown as separate from each other, it is appreciated that communication system 304 may be included as part of support organization 306. Thus, all information may be sent to one location and a telephone call may be made automatically by support organization 306 directly to customer 302 upon detecting the customer's activation of a support request icon.
  • FIG. 4 is a flowchart showing one embodiment of a customer support process according to the present invention.
  • a subscriber of a support organization is prompted to provide contact information (e.g. name, address, telephone number, etc.) to the subscriber's digital processing system.
  • the contact information is stored on the subscriber's digital processing system.
  • the contact information may be stored in an identification file (e.g. a "cookie") from which information is retrievable by an application executed on the subscriber's digital processing system.
  • the contact information is associated with a support request service which is accessible through the subscriber's digital processing system.
  • the support request service is capable of using the contact information to establish communication between the subscriber and the support organization.
  • the contact information is accessed when the support request service is accessed by the subscriber to allow the support request service to use the contact information.
  • FIG. 5 is a flowchart showing another embodiment of a customer support process according to the present invention.
  • a customer of a support organization is registered on a computer system of the customer.
  • the computer system is typically provided by the support organization to the customer as part of the services and products offered by the support organization.
  • the customer submits a set of registration information (e.g. name, address, telephone number, etc.).
  • the registration information is stored on the customer's computer system.
  • the registration information may be stored in an identification file (e.g. a "cookie") from which information is retrievable by an application executed on the subscriber's digital processing system.
  • at least a portion of the registration information e.g.
  • a support request graphic that is selectable on a display device of the customer's computer system.
  • Such association allows a communication system to establish communication between the customer and the support organization when the support request graphic is selected, without requiring any further information from the customer.
  • the associated portion of the registration information is accessed when the support request graphic is selected such that the communication system can use the associated portion of the registration information.

Abstract

L'invention concerne une aide au client distant, qui consiste à stocker des informations de contact d'un client distant et à associer les informations de contact (315) à un service de demande d'aide (310) accessible par l'intermédiaire du système de traitement numérique du client distant, de façon que la communication entre une organisation d'aide (306) et le client distant (302) puisse s'établir au moyen des informations de contact et sans introduction supplémentaire d'informations par le client distant.
PCT/US2001/004650 2000-06-02 2001-02-13 Procedes et appareils fournissant une aide au client distant WO2001095229A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU2001236980A AU2001236980A1 (en) 2000-06-02 2001-02-13 Methods and apparatuses for providing remote customer support

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US58640300A 2000-06-02 2000-06-02
US09/586,403 2000-06-02

Publications (1)

Publication Number Publication Date
WO2001095229A1 true WO2001095229A1 (fr) 2001-12-13

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Application Number Title Priority Date Filing Date
PCT/US2001/004650 WO2001095229A1 (fr) 2000-06-02 2001-02-13 Procedes et appareils fournissant une aide au client distant

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AU (1) AU2001236980A1 (fr)
WO (1) WO2001095229A1 (fr)

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5563805A (en) * 1994-08-16 1996-10-08 International Business Machines Corporation Multimedia context-sensitive real-time-help mechanism for use in a data processing system
US5862325A (en) * 1996-02-29 1999-01-19 Intermind Corporation Computer-based communication system and method using metadata defining a control structure
US5928369A (en) * 1996-06-28 1999-07-27 Synopsys, Inc. Automatic support system and method based on user submitted stack trace
US6064730A (en) * 1996-06-18 2000-05-16 Lucent Technologies Inc. Customer-self routing call center

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5563805A (en) * 1994-08-16 1996-10-08 International Business Machines Corporation Multimedia context-sensitive real-time-help mechanism for use in a data processing system
US5862325A (en) * 1996-02-29 1999-01-19 Intermind Corporation Computer-based communication system and method using metadata defining a control structure
US6064730A (en) * 1996-06-18 2000-05-16 Lucent Technologies Inc. Customer-self routing call center
US5928369A (en) * 1996-06-28 1999-07-27 Synopsys, Inc. Automatic support system and method based on user submitted stack trace

Non-Patent Citations (3)

* Cited by examiner, † Cited by third party
Title
"Customer support by calling agent automatically on web browser during self problem determination", RESEARCH DISCLOSURE, no. 1374, October 1998 (1998-10-01), XP002945235 *
ASPECT INTERACTIVE WEB. BUSINESS WIRE, 5 August 1996 (1996-08-05) *
DATABASE GALE GROUP NEWSWIRE [online] XP002945236, accession no. Dialog Database accession no. 18549429 *

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Publication number Publication date
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