System and method for providing customer support on a user interface
Embodiments described can more effectively complete complicated service transactions in a more efficient manner by having a team of well-trained professionals who are instantly “streamed” into any location as necessary. A two-way communication system can provide instant or quick access to the right expert at the right point in time, thereby converting what might otherwise be a negative customer experience into a positive sales and service opportunity. A computer implemented method for providing customer support comprises receiving, by a touchpoint device, identification information from a user of the touchpoint device; receiving the identification information; providing an electronic document to the user; receiving an input from the user requesting a session with a representative; selecting a representative based at least in part on the electronic document; providing information about the electronic document to the representative; and establishing a connection between the representative and the touchpoint device.
1. A computer implemented method for providing customer support comprising:
receiving, by a touchpoint device, identification information from a user of the touchpoint device;
receiving, by a server, the identification information;
providing an electronic document to the user;
receiving, by the server, information inputted by the user into the electronic document;
after receiving the information inputted by the user into the electronic document,
receiving, by the server, an input from the user requesting a session with a representative;
selecting, by the server, a representative based at least in part on the electronic document;
providing the information inputted by the user into the electronic document to the representative; and
establishing a connection between the representative and the touchpoint device.
2. The method according to claim 1 , wherein the touchpoint device is a personal computer.
3. The method according to claim 1 , wherein the touchpoint device is a mobile phone, automated teller machine, kiosk, personal digital assistant, or tablet computer.
4. The method according to claim 1 , further comprising providing at least a portion of the identification information from the user to the representative.
5. The method according to claim 1 , further comprising providing the electronic document to the representative.
6. The method according to claim 1 , further comprising determining, by a server, a subject matter of the electronic document.
7. The method according to claim 6 , further comprising routing a message to connect a particular representative based upon the determination of the subject matter of the electronic document.
8. The method according to claim 7 , further comprising retrieving information from a database that associates the electronic document with a subject matter.
9. The method according to claim 1 , further comprising:
upon receiving a request from the user for a session with a representative, automatically generating a request for a representative based on the electronic document;
transmitting the request to a call center; and
routing the request to a representative with expertise in the electronic document.
10. The method according to claim 1 , further comprising receiving a transmission of a video and audio of the user from the touchpoint device to the representative.
11. A system for providing customer support comprising:
a server of a financial institution adapted to provide an electronic document to a touchpoint device in operation by a user;
a first database communicatively coupled to the server and adapted to store the electronic document;
a second database communicatively coupled to the server and adapted to store account information of the user; and
a workstation communicatively coupled to the server and configured to be operable by a customer service representative, the workstation comprising:
a camera for capturing video of the customer service representative;
a microphone for capturing audio of the customer service representative;
a display for presenting information about the electronic document provided to the user; and
an input device configured for the customer service representative to input commands to access information about the user and inputted by the user into the electronic document;
wherein the user can access video and audio of the customer service representative on a display of the touchpoint device upon a request by the user, and
wherein the server directs the request of the user for video and audio of the customer service representative to a particular customer service representative that has expertise relating to the electronic document having information inputted by the user.
12. The system according to claim 11 , wherein the touchpoint device is a personal computer.
13. The system according to claim 11 , wherein the touchpoint device is a mobile phone, automated teller machine, kiosk, personal digital assistant, or tablet computer.
14. The system according to claim 11 , further comprising a call center for routing a request from the server to the workstation of the customer service representative.
15. A method for providing customer support comprising:
providing a user interface to a user to display on a touchpoint device;
providing a first area of the user interface to display an electronic document;
receiving information inputted by the user into the electronic document;
providing a second area of the user interface that has a link for requesting assistance from a customer service representative;
receiving a selection by the user of the link for assistance after inputting information into the electronic document;
routing a request for assistance to a particular customer service representative based on the electronic document displayed in the first area of the user interface;
providing to the customer service representative information inputted by the user into the electronic document;
establishing a video feed of the customer service representative from a computer of the customer service representative to the user's touchpoint device; and
providing the video feed of the customer service representative in the first area along with the electronic document.
16. The method according to claim 15 , wherein the touchpoint device is a personal computer.
17. The method according to claim 15 , wherein the touchpoint device is a mobile phone, automated teller machine, kiosk, personal digital assistant, or tablet computer.
18. The method according to claim 15 , further comprising providing the electronic document to the customer service representative.
19. The method according to claim 15 , further comprising determining, by a server, a subject matter of the electronic document.
20. The method according to claim 19 , further comprising routing a message to connect a particular representative based upon the determination of the subject matter of the electronic document.
21. The method according to claim 20 , further comprising retrieving information from a database that associates the electronic document with a subject matter.
22. The method according to claim 15 , further comprising receiving a transmission of a video and audio of the user from the touchpoint device to the representative.