WO2023047365A1 - Dispositif crm à clavier virtuel et procédés - Google Patents

Dispositif crm à clavier virtuel et procédés Download PDF

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Publication number
WO2023047365A1
WO2023047365A1 PCT/IB2022/059050 IB2022059050W WO2023047365A1 WO 2023047365 A1 WO2023047365 A1 WO 2023047365A1 IB 2022059050 W IB2022059050 W IB 2022059050W WO 2023047365 A1 WO2023047365 A1 WO 2023047365A1
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Prior art keywords
crm
application
virtual keyboard
user
contact
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Application number
PCT/IB2022/059050
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English (en)
Inventor
Shabu Ans Kandamkulathy
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Getmymessage Pte. Ltd
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Publication date
Application filed by Getmymessage Pte. Ltd filed Critical Getmymessage Pte. Ltd
Publication of WO2023047365A1 publication Critical patent/WO2023047365A1/fr

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
    • G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
    • G06F3/0481—Interaction techniques based on graphical user interfaces [GUI] based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
    • G06F3/0482—Interaction with lists of selectable items, e.g. menus
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
    • G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
    • G06F3/0487—Interaction techniques based on graphical user interfaces [GUI] using specific features provided by the input device, e.g. functions controlled by the rotation of a mouse with dual sensing arrangements, or of the nature of the input device, e.g. tap gestures based on pressure sensed by a digitiser
    • G06F3/0488—Interaction techniques based on graphical user interfaces [GUI] using specific features provided by the input device, e.g. functions controlled by the rotation of a mouse with dual sensing arrangements, or of the nature of the input device, e.g. tap gestures based on pressure sensed by a digitiser using a touch-screen or digitiser, e.g. input of commands through traced gestures
    • G06F3/04886—Interaction techniques based on graphical user interfaces [GUI] using specific features provided by the input device, e.g. functions controlled by the rotation of a mouse with dual sensing arrangements, or of the nature of the input device, e.g. tap gestures based on pressure sensed by a digitiser using a touch-screen or digitiser, e.g. input of commands through traced gestures by partitioning the display area of the touch-screen or the surface of the digitising tablet into independently controllable areas, e.g. virtual keyboards or menus
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services

Definitions

  • This application pertains to CRM tools and interfaces for mobile phone users.
  • CRM tools are critical in today’s business environment. Large companies can merge these dedicated CRM tools and processes in their IT infrastructure and employees’ workflow. CRM tools are resource intensive, expensive, and require dedicated management resources.
  • the method includes displaying, by a virtual keyboard application, a virtual keyboard region of a touchscreen of a mobile phone of a user for displaying a virtual keyboard, the virtual keyboard including a plurality of keys for communicating with a text input area of a first application when the virtual keyboard is in a text entry mode and a CRM region for displaying information and receiving user instructions and interacting with CRM functions when the virtual keyboard is in a CRM, wherein the virtual keyboard in the CRM mode is configured to communicate with at least one of a contacts application, a calendar application, and an email application in the mobile phone.
  • the example method also includes presenting on the touchscreen to the user at least one CRM function key in the CRM region for carrying out various CRM functions.
  • the example method also includes receiving from the user a selection of a CRM function of the various CRM functions detected through the touchscreen, by the virtual keyboard application.
  • the example method also includes responsive to receiving a selected CRM function, displaying within the CRM region, additional CRM function keys or information from at least one of the contacts application, the calendar application, and the email application without leaving the virtual keyboard application or the first application.
  • the method includes invoking, from within a first application that presented a user with a text input area and after a user selects the text input area on a touchscreen the first application is configured to invoke a virtual keyboard and then receive text from the user’s interactions with the virtual keyboard, the execution of a virtual keyboard application on a mobile phone.
  • the example method also includes displaying, by a virtual keyboard application, a virtual keyboard region of the touchscreen of the mobile phone of the user for displaying a virtual keyboard, the virtual keyboard including a plurality of keys for communicating with the text input field of a first application when the virtual keyboard is in a text entry mode and a CRM region for displaying information and receiving user instructions and interacting with CRM functions when the virtual keyboard is in a CRM, wherein the virtual keyboard in the CRM mode is configured to communicate with at least one of a contacts application, a calendar application, and an email application in the mobile phone; presenting the user in the CRM region of the touchscreen a CRM function key corresponding to at least one of the CRM functions; receiving from the user an interaction with the CRM function key detected through the touchscreen, by the virtual keyboard application; and responsive to receiving the interaction with the CRM function key, displaying within the CRM region results of a selected CRM function and additional CRM function keys.
  • the above methods can include the presented at least one CRM function key includes at least two of the various CRM functions including viewing a list of CRM contacts from the contacts application, viewing a list of activities from the calendar application, and viewing a list of follow-ups from a task management application.
  • the method includes presenting the user with the additional CRM function keys to view the list of activities or create a new activity.
  • the virtual keyboard CRM tool presents to the user with the list of activities and the additional CRM function keys to view the list of activities in a pop-up window or the calendar application.
  • the selected CRM function is viewing a list of CRM contacts from the contacts application, and displayed within the CRM region is a list of the CRM contacts and the additional function keys for the listed CRM contacts included at least two of viewing call details with a selected CRM contact, scheduling an activity with the selected CRM contact, or creating a follow up with the selected CRM contact.
  • the list of follow-ups is fdtered and sorted according to their due date.
  • the CRM view has a list of followups related to a CRM contact, and the additional CRM function keys let the user to select sending the CRM contact any of the list of follow-ups.
  • the virtual keyboard application when the user selects to send any of the list of follow-ups to the CRM contact, the virtual keyboard application sends a selected follow-up to the CRM contact using a predetermined communication method stored in the follow up in a task management application or associated with the CRM contact in the contact application.
  • the virtual keyboard application sends the selected follow-up using the predetermined communication method with a predetermined user message.
  • Another option is the user does not have to type on a keyboard or manually open another application for the virtual keyboard application to send the selected follow-up using the predetermined communication method with the predetermined user message.
  • the above methods can include presenting to the user a plurality of other CRM function keys; after receiving from the user a selection of the plurality of other CRM function keys, invoking at least one of the contacts application, the calendar application, and the email application and acquiring information from the invoked application, and filtering information from the invoked application and presenting at least some of the filtered information to the user in the CRM region.
  • they can include presenting the user with a new CRM function key next to the filtered information; and in response to receiving a selection of the new CRM function key from the user, updating data in the invoked application.
  • the first application can be different from the virtual keyboard application, the contacts application, the calendar application, and the email application.
  • the virtual keyboard in the CRM mode is configured to communicate with the contacts application, the calendar application, and the email application without the user separately needing to open or switch to the contacts application, the calendar application, and the email application.
  • the CRM region in response to a user request to view clients, displays CRM contacts and a user option to receive prior call details, a user option to view or modify a schedule, or a user option for following up for any of the CRM contacts.
  • the prior call details include date and time of prior calls.
  • interacting with the CRM function key sends a follow-up to a CRM contact, wherein information is stored in the follow-up or the contact application indicating a pre-determined preference of a CRM contact, and in response to the user pressing the CRM function key, sending the follow-up to the CRM contact based on the pre-determined preference of the CRM contact.
  • sending the follow-up includes sending a predetermined message that has been set by the user together with the follow-up.
  • the virtual keyboard application stores in the contact application for each CRM contact at least two of lead status, source type, tax ID, product, account owner, and a CRM client flag.
  • the method displays a function key for toggling the virtual keyboard between text entry mode and CRM mode.
  • the device includes a processor; a touchscreen display; memory; storage including a virtual keyboard application, a contacts application, a calendar application, and an email application; wherein the virtual keyboard application is configured to be executed by the processor, the virtual keyboard application including instructions for: invoking the virtual keyboard application to display in a portion of the touchscreen display a virtual keyboard including a CRM region; displaying on the touchscreen in the CRM region at least one CRM function key for the user to select a CRM function; receiving through the touchscreen display an indication of a selected CRM function, and executing the selected CRM function in at least one of the contacts application, the calendar application, or the email application.
  • the contacts application, the calendar application, and the email application are not integral with the virtual keyboard application. Additionally or alternatively, the contacts application, the calendar application and the email application are default contacts application, calendar application and email application of the mobile phone.
  • the instructions include asking the user whether to save the contact as a CRM contact. Additionally or alternatively, following a mobile phone call, the instructions have the processor check CRM fields or CRM flags in the contacts application as to whether the contact is a known CRM contact. Additionally or alternatively, following a mobile phone call, the instructions include extracting call information from the phone application and using the extracted call information to update CRM fields or CRM flags in the contacts application. Additionally or alternatively, the CRM fields or CRM flags in the contacts application are at least one of existing fields or flags of contacts in the contact application and newly created fields or flags in the contacts of the contact application. It will be appreciated that variations of the above are possible and that method steps and device instruction steps can be interchanged without deviating from the scope of the invention.
  • Figure 1 is a diagram depicting how an example virtual keyboard CRM tool interacts with other software components of a mobile phone.
  • Figure 2 is a diagram depicting common hardware components of a mobile phone that can be used with virtual keyboard CRM tool.
  • Figure 3 is a conceptual screen layout illustrating an example computing device that is using an example virtual keyboard CRM tool in virtual keyboard mode in conjunction with a messaging app.
  • Figure 4 is a conceptual screen layout illustrating the device and virtual keyboard CRM tool of Figure 3 toggled into CRM mode showing an example set of CRM function keys in the CRM region.
  • Figure 5 is a conceptual screen layout illustrating the device and virtual keyboard CRM tool of Figure 3 showing CRM contacts and CRM function keys for each contact.
  • Figure 6 is a conceptual screen layout illustrating the device and virtual keyboard CRM tool of Figure 3 with an example interface showing call details of a CRM contact.
  • Figure 7 is a conceptual screen layout illustrating the device and virtual keyboard CRM tool of Figure 3 with an example scheduling interface and related CRM function keys.
  • Figure 8 is a conceptual screen layout illustrating the device and virtual keyboard CRM tool of Figure 3 with an example scheduled activities interface.
  • Figure 9 is a conceptual screen layout illustrating the device and virtual keyboard CRM tool of Figure 3 with an example follow-ups interface.
  • Figure 10 is a conceptual screen layout illustrating the device and virtual keyboard CRM tool of figure 3 with an example mid call or post call phone interface.
  • Figure 11 is a flow chart depicting an example method of treating contacts and CRM contacts before and after a user call with a contact.
  • Figure 12 is a flow chart depicting an example method of displaying and handling follow-ups and enabling the user to touch a function key to send follow-ups to clients.
  • Figure 13 is a flow chart depicting an example method of displaying function keys in CRM mode and responding to a user selection of the function keys by interacting with specific apps.
  • Figures 14A and 14B are example screenshots of contacts in iOS and Android operating systems.
  • SME Small and Medium Businesses
  • WhatsApp® and LINE® for various business interactions like talking with customers and dealing with suppliers. They can connect with many in their market using the popular messaging app of that market. For many SMEs, communications, most of the time occurs through these messaging apps. With these apps expanding their reach with voice calls - these platforms have become the de facto way of doing business.
  • a benefit of the example embodiments herein is that the users can manage clients without having to leave their favorite messaging app in a simple and convenient manner and at the same time manage tasks/requests of these clients in a single application. Another benefit is improving the functionality of the mobile phone for the user by having the information captured and recorded in the place where the information is being generated.
  • Dedicated CRM tools are difficult to setup, manage and sustain on an ongoing basis, which requires a lot of discipline, investment, and a sustained level of focus. SME Businesses often do not have time to maintain such a parallel setup which leads to most business using simple excel sheets to manage their clients.
  • the virtual keyboard CRM tools described herein considerably reduce this complexity and makes it simple for a small business owner to manage customers.
  • An additional benefit is filtering of the information in a way that the user can easily digest and providing it in a virtual keyboard where the user commonly interacts with the user’s favorite apps.
  • Another benefit is improving the efficiency of the mobile phone as the phone does not require a separate and bulky dedicated CRM app with duplicative information.
  • FIG. 1 is a diagram depicting how an example Virtual Keyboard CRM Tool 100 interacts with other software components of Mobile Phone 1.
  • mobile phone is defined as a portable touch screen device that can communicate through social messaging apps such as a mobile phone, smart phone, cellular phone, tablet, smart watch, and their equivalents. Included in this definition is non-foldable, foldable, keyboarded, non-keyboarded single screen and multiscreen devices.
  • Mobile phones generally have app-based operating systems, but it would be understood by a person of skill in the art that other types of operating systems can utilize the same or similar configurations and achieve the same goals.
  • the example virtual keyboard CRM tool can work with any application where text is needed (e.g., to be inputted into a text field) and entered on a touchscreen display through an onscreen keyboard.
  • the generic application needing text input will be described as a Social Messaging App 10 to highlight certain benefits of the virtual keyboard CRM tool embodiments.
  • a “social messaging app” or “messaging app” is an application installed on or interfaced through a mobile phone to provide instant messaging between users including but are not limited to WhatsApp®, LINE, SMS, MMS, iMessage®, Facebook® Messenger, Telegram®.
  • a Caller App 15 can be apps like the default Android or IOS phone apps, Google voice, any voice over IP app, or can be the Messaging App 10 as the messaging apps like WhatsApp add voice and video calls.
  • the data flows of the mobile phone are not limited by the arrowed connectors of Figure 1. Shown are example arrowed connectors to illustrate how the apps interface together. But it will be appreciated by person of skill at the art that a phone’s contact app interacts with the phone’s operating system.
  • Mobile phone 1 works under Mobile Phone Operating System 5. Examples of mobile phone operating systems include iOS, Android, Windows Phone, and Samsung.
  • “Caller” as used herein shall be construed as a contact established or contacted through the calling app regardless of which party placed the call.
  • “App” and “application” can be used interchangeably throughout this disclosure.
  • the virtual keyboard CRM tool connects with several of the phones core apps including a Phone Contact App 20, a Phone E-mail App 25, a Phone Task Management App 35 (which can also be integrated with a virtual keyboard, as shown in the incorporated by reference application PCT/IB2020/058289), and/or a Phone Calendar App (30).
  • the virtual keyboard CRM tool instead of being required to maintain all its own databases for contacts, emails, task, and calendar, can remain lightweight and rely on the existing tools of the mobile phone. In contrast, dedicated CRM tools maintain information about contacts in the tools themselves.
  • the example virtual keyboard CRM tool can maintain information about CRM contacts in the phone's contact app, as later discussed in the contexts of Figures 14A and 14B. Such information may be found in flags, fields, or customizations of the contacts within the phone contact app. It is presumed that a user uses the mobile phone for both business use and non-business use (e.g., family) and that the user does not want plan on business contacts tracked by a CRM tool. Therefore, it is useful to describe in this specification both CRM contacts and non-CRM contacts. And many times, it may not be known whether a contact is a CRM contact or a non-CRM contact.
  • a new caller that is not found in the user’s current contact list in the phone’s Contact Application 20 may be a CRM contact or a non-CRM contact, and it will need to be determined to which group this contact belongs.
  • One method of identifying this is to ask the user immediately after a call whether to treat this contact as a CRM contact, and then after being appropriately classified as a CRM contact, call details can be stored for the CRM contact.
  • the virtual keyboard CRM tool can have its own tools duplicating or improving the tools of the mobile phone. This may be useful if a user, an operating system, or a manufacturer does not want an application changing some of the core applications of the phone and/or their stored information.
  • the information from the core apps can be downloaded and/or synchronized into the virtual keyboard CRM tool through its own databases such as an optional CRM Tool Database 105.
  • This optional database can be stored on the device or remotely, such as in the cloud.
  • Figure 2 is a diagram depicting common hardware components of a mobile phone that can be used with virtual keyboard CRM tool.
  • the example mobile phone contains storage 200, Touch Screen Interface 205, Microphone 210, Networking components 215, telephony components 220, speaker 225, Memory 230, touch screen display 235, processor 240, Input/Output (I/O) Components 245, Battery/Power System 250, Camera 255 and System Bus 260 connecting the various components together.
  • the hardware is not limited to that shown in Figure 2 as other hardware configurations with more, less, or different components are possible.
  • FIG 3 is a conceptual screen layout illustrating an example computing device that is using an example virtual keyboard CRM tool in virtual keyboard mode in conjunction with a messaging app.
  • Messages 305 are shown in a Messaging Application User Interface 310.
  • a virtual keyboard application would be invoked and a plurality of keys.
  • the Text Input Area 315 can be part of the virtual keyboard application and portion of the screen 350 (also referred to as “virtual keyboard area” or “virtual keyboard region”) and/or it can be part of the social messaging app and portion of the screen. It will be understood that the virtual keyboard can be moved or configured differently and may not look the same as shown here.
  • the virtual keyboard CRM tool 100 includes a Plurality of Keys 325 the user uses to type in text, emojis, or other inputs. As shown in the figure, the plurality of keys representing a USA style keyboard. The plurality of keys can be in any language and characters/letters. Above the Plurality of Keys 325 in this example configuration is a Function Key Bar 320 including CRM Toggle Function Key 330 on the far right.
  • FIG 4 is a conceptual screen layout illustrating the device and virtual keyboard CRM tool of Figure 3 toggled into CRM mode showing an example set of CRM function keys in the CRM region.
  • the virtual keyboard CRM tool Upon the user pressing the CRM Toggle Function Key 330, the virtual keyboard CRM tool enters CRM mode and CRM Region 360 appears replacing the plurality of keys 325. It will be appreciated that CRM Region 360 may not have to replace or wholly replace the plurality of keys 325 and that other configurations and relationships of the features are possible.
  • the user can interact with various CRM aspects of the virtual keyboard CRM tool without opening a separate application and having to switch between screens.
  • Shown in Figure 4 is an example high level menu of CRM function keys including View Clients Function Key 365.
  • View Schedule Function Key 375 View Schedule Function Key 375
  • Sync Contacts Function Key 380 Touching the Add New Contact Function Key 385 allows the user to add to the database of CRM clients (the phone contacts or a separate contacts database). This can open a contact information form or user interface that resembles the phone contact input or a separate form or interface that is visually tailored to being a CRM contact display (regardless of where or how the CRM contact data is stored).
  • FIG. 4 Touching View Clients Function Key 365 of Figure 4 displays an example listing of all CRM contacts as shown on Figure 5.
  • Figure 5 is a conceptual screen layout showing CRM contacts and CRM function keys for each contact. Long lists of CRM contacts can be shown over several screens accessible through scrollbars, swiping, tabs, or other mechanisms (not shown).
  • each CRM contact ’s name 400, Contact Call Details Function Key 405 (telephone icon), Contact Schedule Task Function Key 410 (calendar icon), Contact Create Follow Up Function Key 415, and Search Function Key 420 Touching the Search Function Key 420 lets a user search for any client or CRM contact instantly. Touching this function key opens a screen (not shown) that allows the user to search for any client to view details of that client.
  • FIG. 6 depicts an example interface showing call details of a CRM contact. This includes a list of all interactions by the user with this specific client on the caller app including details such as: Date, time of call, and short details of the call. Touching “. . . ” More Info Function Key 435 results in a full screen view (not shown) that pops up for that call. This or the prior screen can also log all the CRM contact touchpoints like emails, messages, etc., giving the user a complete picture of the user’s recent interaction with the user’s CRM contact.
  • FIG 7 depicts an example scheduling interface and related CRM function keys. In this example embodiment, two options are shown: View Activities Function Key 450 and Create New Activity Function Key 455. Touching “View Activities” allows the user to view all the upcoming and outstanding Scheduled Activities 510 including tasks/requests for this CRM contact, as shown in Figure 8.
  • Figure 8 depicts an example scheduled activities interface shown. On this screen a user can use the Open Outside App Function Key 500 (in this case the calendar app).
  • Touching “Create new” on Figure 7 allows the user to create a new activity for this client.
  • each follow up will be flagged with the communication channel that the CRM contact used recently to communicate with the user or the channel the CRM contact prefers.
  • the automated follow up can be preset to contain a pre-determined message. In the above ways, the user can send follow ups to the CRM contact in the manner preferred by the CRM contact without needing to type into a keyboard and without needing to open a different app to communicate with the CRM contact. This improves the outcome for the user while decreasing the processing and resources on the mobile phone.
  • Touching the Sync Contacts Function Key 380 on Figure 4 lets the user manually synchronize contacts from the contacts app. This allows the user manually to synchronize the contacts of the phone to embodiment with the separate optional CRM database. This prevents manual entry when the user starts using the application for the first time.
  • the user receives prompts during or after a call, as shown in Figures 10, 11 and 13.
  • Figure 10 depicts an example mid call or post call phone interface 600 that can be in the CRM region or in a popup window.
  • Touching the Update Call Details Function Key 610 lets the user have the virtual keyboard CRM tool update call details if the call pertained to an existing CRM contact or a person that is desired to be a CRM contact.
  • Touching the Schedule Function Key 615 lets the user schedule a task with the caller.
  • Create Follow Up Function Key 620 is used to create a follow up.
  • Figure 11 is a flow chart depicting an example method of treating contacts and CRM contacts before and after a user call with a contact.
  • Step 1010 includes determining categories of contact lists that are not CRM contacts so that way the CRM contacts can be identified and classified as such.
  • the user receives a call from a contact. From here, the virtual keyboard CRM tool determines how to process the contact.
  • Step 1030 a determination is made of whether it is a new contact, and existing contact or an excluded contact.
  • Step 1095 When it is determined in Step 1095 that the contact is a known contact but a non-CRM contact, nothing is further done in this flow chart.
  • Step 1080 involves inquiring with the user if they want to update the call details of the CRM contact. Upon the user's affirmation, in the virtual keyboard CRM tool will update the CRM contact in Step 1090 and will update existing CRM contract with the call details in Step 1060. Then the user can create follow-ups in Step 1070, or the system can automatically create follow-ups if programmed to do so. Going back to Step 1030, if the caller is determined to be a new contact, the user will be asked by this system in Step 1040 if they want to add the contact.
  • Step 1050 the virtual keyboard CRM tool will create a new CRM contact. Then, in Step 1060 the virtual keyboard CRM tool update details of the call for the new client in the CRM contact. And lastly, in Step 1070, follow-ups can be created similar to those created for existing CRM contacts.
  • Figure 12 is a flow chart depicting an example method of displaying and handling follow-ups and enabling the user to touch a function key to send follow-ups to clients.
  • automated follow-ups can be customized to each individual user based on stored flags or information associated with each follow-up or the CRM contact. These can indicate the CRM contact’s desired communication method (e.g., WhatsApp, SMS, or Email) or at least the last known method used by the CRM contact.
  • the virtual keyboard CRM tool automatically knows which communication method to use and opens the appropriate app in Step 1110. If the user touches to send the follow-ups in Step 1115, the virtual keyboard CRM tool can send the follow-ups to the clients in Step 1120.
  • Steps 1105 and 1110 can happen in a reverse order.
  • Figure 13 is a flow chart depicting an example method of displaying function keys in CRM mode and responding to a user selection of the function keys by interacting with specific apps.
  • Figure 13 is an alternate embodiment from Figure 10.
  • a user Places or receives a phone call using the caller app. this can be a video or a voice call.
  • the virtual keyboard CRM tool in Step 1220 prompts the user whether they want to update call details, schedule, or create a follow up.
  • the virtual keyboard CRM tool receives input from the user and determines from the input which of the function keys was selected by the user.
  • the virtual keyboard CRM tool in Step 1240 opens the appropriate app if it is not already open.
  • FIGS 14A and 14B are example screenshots of contacts in iOS and Android operating systems.
  • Figure 14A includes iOS examples of contact modification by the virtual keyboard CRM tool to make the contacts into CRM contacts.
  • the lead status, source type, tax ID, associated product, account owner and notes reflect information to help manage the customer relationship.
  • Figure 14B similarly includes Android examples of contact modification by the virtual keyboard CRM tool.
  • Apps are commonly available through application distribution platforms and are typically operated by the owner of the mobile operating system and/or are downloaded from the platform to a target device.
  • the CRM function key button can be in a function key bar adjacent to the plurality of keys, or it can be nearby Somewhere else in the virtual keyboard region. In addition, there can be more than one CRM function key on the main virtual keyboard region.
  • the CRM function key can be used to toggle the virtual keyboard region to replace the plurality of keys with a CRM region in which the user can interact with the CRM functions of the virtual keyboard CRM tool.
  • the CRM interacts with a Contact database.
  • the CRM can use the mobile phones existing contact application and/or it can use its own CRM contact database.
  • the Virtual keyboard CRM tool does not have its own CRM contact database.
  • the virtual keyboard CRM tool uses existing fields and flags in the mobile phone contacts database, or it can create custom fields and flags in the mobile phone contact database.
  • the virtual keyboard CRM tool has its own CRM contact database. That can be used to duplicate and or synchronize the mobile phone’s existing contacts with the CRM contact database.
  • the Messaging app can be the same as the caller app.
  • WhatsApp it can be used for voice or video calls or messaging. In this situation, WhatsApp can be considered both the messaging app and the caller app.
  • the virtual keyboard CRM tool may be able to have additional ability to capture information of the mobile phone depending on permissions allowed with other apps. For example, during a video call, the CRM contacts image can be captured and stored in the user’s CRM contact database.
  • the virtual keyboard CRM tool can interface and sync with the data from virtual keyboard CRM tools on other devices or other CRM systems of a user’s company and interactions between the user’s colleagues and CRM contacts can also be stored and made available to the user through the user’s virtual keyboard CRM tool.
  • the virtual keyboard CRM tools send emails directly through the email app. It need not come through typing in the keyboard. For example, pre-configured communication to clients can be setup directly in the virtual keyboard CRM tool and do not require typing out emails each time on the keyboard. Similarly, the virtual keyboard CRM tool can receive email queries and log directly into the CRM without any keyboard intervention.
  • the devices and methods herein can be used to manage, store, respond to, and comment on interactions with third parties using mobile phones.

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Abstract

Un outil CRM à clavier virtuel comprend une interface de clavier virtuel et une interface CRM pour permettre à un utilisateur de peupler plus efficacement un CRM à l'aide d'interactions courantes du téléphone mobile. De plus, l'outil CRM à clavier virtuel peut fonctionner à l'aide des 5 applications existantes du téléphone mobile telles qu'une application de contact, une application de calendrier et une application de courrier électronique. Dans certains modes de réalisation, l'outil CRM à clavier virtuel peut lire et stocker des informations concernant des contacts CRM à l'aide de l'application de contact du téléphone mobile.
PCT/IB2022/059050 2021-09-23 2022-09-23 Dispositif crm à clavier virtuel et procédés WO2023047365A1 (fr)

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