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Method for Personalized Context Sensitive Online Commerce Customer Support

IP.com Disclosure Number: IPCOM000182032D
Original Publication Date: 2009-Apr-22
Included in the Prior Art Database: 2009-Apr-22
Document File: 3 page(s) / 50K

Publishing Venue

IBM

Abstract

Disclosed is a means for tracking of customer's browsing experience, enables customer support representatives to provide personalized and highly context sensitive customer support, and to prevent premature shopping abandonment for online commerce by giving incentives to customers.

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Method for Personalized Context Sensitive Online Commerce Customer Support

This enclosed method seeks to address the customer support issue of online transactions from a preventive angle. If focuses on prevent unpleasant and frustrating situations from happening to increase the shopping pleasure, thus increasing customer loyalty and retention. In the even any problem does arise, provide customers with a personalized and highly context sensitive customer service, which helps issue resolution is an easy and pleasant way. The following aspects are discussed:
1. Monitoring and tracking customer activities
2. Predefining business rules for proactive customer services
3. Providing personalized customer help desk services

Monitoring and tracking customers ' activities:
First, each website's components, both static and dynamic, are predefined and given a unique ID for easy tracking. For example, for Store A's website, "P1" is the ID for the Home Page, "P5" is the ID for the View Catelog Page, and "P20" is the ID for the page that acknowledge the user that he is leaving the current website. "C1

_1D" is the ID for the stock market info of Company A on page 1 (home page), and the "D"

stands for dynamic data. "C1

_

                    2S" is the ID for the ebay's ad on page 1 (home page), and "S" represents that it is a static data.

To track cusotmer's browsing experience, whenever a new customer accesses the website, a unique customer session ID is assigned for the customer's browsing experience. On the customer side, the

customer session ID will be displayed in each web page. When the user browses various pages, and sections, the visited pages and sections are tracked. That is to say, the customer session ID is associated with all the visited pages and sections in the sequence each was visited. Here is an example of an example of a customer John that is currently visiting the website:

Customer session ID: 10132008

_

                      S209 Start datetime: Oct 13, 2008 10:38am End datetime: NA

Customer's navigation tracking:
P1 ->C1

_

1D-> P5 -> C5

3D->P10->P11->P4

On the customer service help desk side, they have a monitoring tool to monitor the number of concurrent sessions. Each session ID can display the customer's navigation so far. For customers who have started a purchase transaction (ie, has added items to their shopping carts), these customers' sessions ID will be marked with higher priority.

Predefining business rules for proactive customer services :
Rules can be predefined for monitoring the customers' activities so that proactive actions can be taken. Rules can be set determine the readiness of the customer in purchasing the items. For example, if a user has visited the site a few times and has kept adding items on the shopping cart, business rules can be set and proactive action such as offering of free shipping/discount can be sent to the customer to increas...