Patent Application
20090119114
This application relates generally to the field of user interfaces. More specifically, this application relates to systems and methods for enabling customer service.
Customer service is the provision of service to customers before, during and after a purchase. Its importance varies by product, industry and customer. As an example, an expert customer might require less pre-purchase service (e.g., advice) than a novice. In many cases, customer service is more important if the purchase relates to a “service” as opposed to a “product”. Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites. Customer service is normally an integral part of a company's customer value proposition.
Customer service often involves going beyond the expectation of the customers. A company may attempt to differentiate itself from its competition through the provision of better customer service. The consistent delivery of superior service typically requires the careful design and execution of a whole system of activities that includes people, technology, and processes. The rewards of consistently delivering superior customer service will include improved revenue from customers that are satisfied with the service provided.
Technology has made available a wide range of customer service tools. They range from support websites and the ability to have live chats with technical staff to databases tracking individual customers' preferences and purchase history, and tailoring products and service responses based on the customer data. Specialist software that is designed for the tracking of service levels and for helping recognize areas for improvement are often integrated into other enterprise operational software tools. Customer service provided over the telephone varies widely in quality and particularly in the wait times experienced by customers. The extremely long wait times experienced when attempting to reach large companies is a common experience shared by many customers.
Systems, methods, and computer program products for enabling customer service are provided. Exemplary embodiments include providing a first portion of a flow chart including a flow chart component corresponding to a first task and a flow chart component corresponding to a second task. The flow chart may, for example, correspond to a customer service process that includes several tasks. A list of steps corresponding to the first task depicted in the flow chart is also provided. User input indicating completion of the first task is then received. After receiving the user input, a second portion of the flow chart is provided including a flow chart component corresponding to the second task and a flow chart component corresponding to a third task. The second portion of the flow chart includes at least one flow chart component that is not part of the first portion of the flow chart. For example, as each task is completed, a different portion of the flow chart is provided that illustrates a previous task, a current task, and a future task. A list of steps corresponding to a current task (e.g., the second task) may also be provided.
Other systems, methods, and/or computer program products according to embodiments will be or become apparent to one with skill in the art upon review of the following drawings and detailed description. It is intended that all such additional systems, methods, and/or computer program products be included within this description, be within the scope of the present invention, and be protected by the accompanying claims.
The following detailed description is directed to methods, systems, and computer-readable media for enabling customer service. In the following detailed description, references are made to the accompanying drawings that form a part hereof, and which are shown by way of exemplary embodiments and implementations.
The step listing section 104 can list steps corresponding to one of the flow chart components 103. The flow chart components 103 may include components corresponding to a current task, a previous task, and a future task. Where a current task may lead to more than one possible subsequent tasks, the flow chart components 103 may include components corresponding to a current task and to the possible subsequent tasks, as will be discussed in more detail below.
The image section 108 can display an image corresponding to one of the steps listed in the step listing section 104. An image shown in the image section 108 may be, for example, a user interface window or a screen shot similar to what a customer is viewing during the customer service session. The information section 106 can display information related to the process corresponding to the flow chart components 103. The information in the information section 106 may identify, for example, certain tasks that were completed, the time the tasks were completed and/or the time taken to complete the tasks.
When a task is completed, a user, such as a customer service agent, or a customer may select another task depicted in the flow chart section 102. A task depicted in the flow chart section 102 may be selected by, for example, using a mouse to click on a corresponding flow chart component from the flow chart components 103. Selecting a task depicted in the flow chart section 102 causes the screen 100 to be updated accordingly. For example, the following updates may take place: the flow chart components 103 in the flow chart section 102 are updated, another list of steps corresponding to the next flow chart component is provided in the step listing section 104, a new image corresponding to one of the steps listed in the step listing section 104 is displayed in the image section 108, and/or an indication of the completed task is provided in the information section 106.
The user interface screens depicted in
1. Open browser
2. Visit company website
3. Click on downloads
4. Click on download ABC software
5. Click on save
6. Select location for saving download
7. Click on save
A desktop user interface window 206 having similar components to an interface window that a customer may be viewing, is displayed in the image section 108. As each step is performed by the agent or customer, the agent can provide input confirming the completion of the step. For example, the agent may select a subsequent step listed in the step listing section 104. Alternatively, the agent may select another option shown in the user interface screen 200, such as by clicking on a “Next” or “Continue” option, depending on a desired implementation. After a step listed in the step listing section 104 is confirmed as having been completed, other areas in the screen 200 are updated accordingly. For example, after the agent indicates that the first step 211 has been completed, an image corresponding to the second step 212 (visit company website) is displayed in the image section 108. The image displayed in the section 108 may be, for example, a screen shot corresponding to a web browser or a functional web browser window that would help illustrate how the second step 212 would be performed. As another example, after the agent indicates that the seventh step 217 has been completed, then the screen 200 may be updated so as to assist the agent and/or customer in implementing a subsequent task, such as a task corresponding to the flow chart component 202. An example of how the screen 200 may be updated is shown in
1—Click run
2—Click next
3—Click I accept
4—Click next
5—Click next
6—Click finish
Various sections of the screen 300 are updated as compared to the screen 200: the flow chart section 102 is updated to show the flow chart components 201, 202, and a flow chart component 203; the information section 106 is updated to reflect that the task associated with the flow chart component 201 has been completed. For example, the information section 106 may indicate that the ABC software has been downloaded as well as the date and/or time that the download was completed. Further, the image section 108 is updated to show a download user interface window 320. When the agent indicates that the sixth step 316 has been completed, then the screen 300 is updated as shown, for example, in
1—Click start
2—Mouse over the all programs option
3—Click ABC
Various sections of the screen 400 are updated as compared to
A person of ordinary skill in the art will recognize that many alternative processes may be facilitated or enabled using the systems and methods described herein. Non-limiting examples, among others, of such processes include a process for diagnosing a communication problem involving customer premises equipment, a process for purchasing a customer premises equipment, or a process for using or configuring customer premises equipment. Furthermore, alternative embodiments include user interface screens or windows that have different configuration and/or content than those shown in
The flow chart component 503 may correspond to a task having more than one possible outcome. For example, the process described in the flow chart section 102 moves to a task corresponding to the flow chart component 505 if the task corresponding to the flow chart component 503 has a first outcome or to the flow chart component 504 if such task has a second outcome. For example, the flow chart component 503 may correspond to a decision-based task for determining if a certain problem has been solved. In such example, the flow chart component 505 may correspond to a task to be performed if the problem has been solved, whereas the flow chart component 504 may correspond to a task to be performed if the problem has not been solved.
According to exemplary embodiments, the tool servers 608 provide the agent computer 602 with software tools via the tool interface 606 and the CRM server 604. Examples of software tools provided by the tool servers 608 include: a customer premises equipment (CPE) tool for initiating the shipping of CPE to customers, a dispatch tool for initiating the dispatch of technicians to customer premises, an eRepair™ tool for testing communication lines, a customer information tool (CIT) for providing customer information, and a deep packet inspection (DPI) tool for monitoring customer communications. In exemplary embodiments, interactive screens, such as the screens 206, 320, displayed in the image section 108 are provided by one or more of the tool servers 608. For example, a CPE tool may provide a user interface window in the image section 108 having a selectable option for requesting a modem to be shipped to a customer. As another example, a dispatch tool may provide a user interface window in the image section 108 having a selectable option for requesting a technician to be dispatched to a customer premises.
User input is received at the interface 100 after the first task has been completed, as indicated in step 702. The user input may be achieved, for example, by a user selecting (e.g., via a mouse or keyboard) the flow chart component corresponding to the second task. Alternatively, the user may select an option indicating that the first task has been completed. Then, responsive to receiving the user input, a different portion of the flow chart is provided to the user interface 100 including at least the component corresponding to the second task and a component corresponding to a third task, as indicated in step 703. The different portion of the flow chart may be provided by, for example, the customer service application 922. The method 700 may continue by providing additional flow chart components to the user interface 100 corresponding to subsequent tasks until the end of the flow chart is reached or the process is otherwise ended. For example, after the second task is completed and additional user input is received, a flow chart component corresponding to a fourth task is provided. A predetermined number of flow chart components (e.g., 2, 3, 4, or 5) may be displayed to a user via the user interface 100 at any given time. The number of flow chart components presented may vary depending on whether the user is at a beginning or end of a process represented by the flow chart. For example, at the beginning of a process, the user may be presented with flow chart components corresponding to the first two tasks of the process. Similarly, at the end of a process, the user may be presented with flow chart components corresponding to the last two tasks of the process. However, at other times during the process, the user may, for example, be presented with flow chart components corresponding to three tasks in the process: a current task, a previous task, and a future task. Where a current task may result in alternative subsequent tasks, flow chart components corresponding to such subsequent tasks may be displayed in conjunction to the flow chart component corresponding to the current task. Note that other implementations may include simultaneously displaying a different number of flow chart components than those mentioned above.
The customer service process may comprise a certain number of tasks with each task comprising a certain number of steps. The steps that form each task may be performed by a customer service agent and/or a customer who is communicating with the customer service agent. A list of steps corresponding to the first task depicted in the flow chart is provided, as indicated in step 802. The list of steps may be displayed, for example, in the step listing section 104.
User input is then received at the user interface 100 after the first task has been completed, as indicated in step 803. For example, when the steps corresponding to the first task have been completed, a customer service agent may provide user input selecting a subsequent task or indicating that the steps corresponding to the first task have been completed. Responsive to receiving the user input, a second portion of the flow chart is provided including the flow chart component corresponding to the second task and a flow chart component corresponding to a third task, as indicated in step 804. A list of steps corresponding to the second task depicted in the flow chart is also provided, as indicated in step 805.
The list of steps provided pursuant to the method 800 may be displayed, for example, in the step listing section 104. The image section 108 can display an image corresponding to one of the steps listed in the step listing section 104. An image shown in the image section 108 may be, for example, a user interface window or a screen shot similar to what a customer is viewing during the customer service session. The information section 106 can display information related to the process corresponding to the flow chart components 103. The information in the information section 106 may identify, for example, certain tasks that were completed, the date and/or time the tasks were completed and/or the time taken to complete the tasks.
The method 800 may be implemented where, for example, a customer contacts a service provider regarding a customer service issue. The customer service issue may involve, for example, a communication problem, such as, for example, a digital subscriber line (DSL) communication problem being experience by the customer. The customer's call to the service provider is routed to a customer service agent. The agent determines the nature of the customer's problem based on information disclosed by the customer. Assuming, for example, the customer is experiencing a DSL communication problem, the customer service agent may then select an option provided by the agent computer 602 corresponding to DSL communication problems. Responsive to selecting such option, the agent may be provided with flow chart components corresponding to a process for diagnosing and resolving a DSL communication problem. Steps corresponding to a current task are also provided to the customer service agent. The flow chart components and corresponding steps for diagnosing and resolving the DSL communication problem may be provided and updated as described, for example, in reference to steps 801-805 of the method 800.
Note that methods depicted in the exemplary flow charts described above may be modified to include fewer, additional, and/or different steps within the scope of this disclosure. Furthermore, steps depicted in the flow charts may be performed out of the order shown including substantially concurrently, in reverse order, or in a substantially different order.
The mass storage device 910 is connected to the CPU 902 through a mass storage controller (not shown) connected to the bus 904. The mass storage device 910 and its associated computer-readable media provide non-volatile storage for the agent computer 602. Although the description of computer-readable media contained herein refers to a mass storage device, such as a hard disk or CD-ROM drive, it should be appreciated by those skilled in the art that computer-readable media can be any available media that can be accessed by the agent computer 602.
By way of example, and not limitation, computer-readable media may include volatile and non-volatile, removable and non-removable media implemented in any method or technology for storage of information such as computer-readable instructions, data structures, program modules or other data. For example, computer-readable media includes, but is not limited to, RAM, ROM, EPROM, EEPROM, flash memory or other solid state memory technology, CD-ROM, digital versatile disks (DVD), HD-DVD, BLU-RAY, or other optical storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other medium which can be used to store the desired information and which can be accessed by the agent computer 602.
The agent computer 602 may connect to a network through a network interface unit 906 connected to the bus 904. It should be appreciated that the network interface unit 906 may also be utilized to connect to other types of networks and remote computer systems. The agent computer 602 may also include an input/output controller 912 for receiving and processing input from a number of other devices, including a keyboard, mouse, or electronic stylus (not shown in
As mentioned briefly above, a number of program modules and data files may be stored in the mass storage device 910 and RAM 914 of the agent computer 602, including the operating system 920 suitable for controlling the operation of the agent computer 602. The mass storage device 910 and RAM 914 may also store one or more program modules. In particular, the mass storage device 910 and the RAM 914 may store a customer service application 922 configured to enable a customer service agent to provide customer service to a customer. Other program modules may also be stored in the mass storage device 910 and utilized by the agent computer 602.
According to exemplary embodiments, the customer service application 922 may provide a customer service agent with the user interface screen 100 that includes the flow chart section 102, the step listing section 104, the information section 106, and the image section 108. As discussed above, the step listing section 104 can list steps corresponding to one of the flow chart components 103. The flow chart components 103 may include components corresponding to a current task, a previous task, and a future task. Where a current task may lead to more than one possible subsequent tasks, the flow chart components 103 may include components corresponding to a current task and to the possible subsequent tasks, as will be discussed in more detail below.
The image section 108 can display an image corresponding to one of the steps listed in the step listing section 104. An image shown in the image section 108 may be, for example, a user interface window or a screen shot similar to what a customer is viewing during the customer service session. The information section 106 can display information related to the process corresponding to the flow chart components 103. The information in the information section 106 may identify, for example, certain tasks that were completed, the time the tasks were completed and/or the time taken to complete the tasks. Examples of the user interface screen 100 are provided in
Although the subject matter presented herein has been described in conjunction with one or more particular embodiments and implementations, it is to be understood that the embodiments defined in the appended claims are not necessarily limited to the specific structure, configuration, or functionality described herein. Rather, the specific structure, configuration, and functionality are disclosed as example forms of implementing the claims. Various modifications and changes may be made to the subject matter described herein without following the example embodiments and applications illustrated and described, and without departing from the true spirit and scope of the embodiments, which is set forth in the following claims.
