METHOD AND APPARATUS FOR PROVIDING SUPPORT FOR INTERNET-BASED SERVICES
A method and apparatus for providing support for an Internet-based service. One embodiment of the method comprises gathering user information related to one or more of user identification, user hardware, user software, or browsing session information, and displaying agent contact information and a PIN, the PIN associated with the user information to enable an agent to access the user information to support a user's interaction with the agent. The apparatus comprises a user computer for executing an applet for gathering user information related to one or more of user identification, user hardware, user software, or browsing session information. A web server for coupling agent contact information and a PIN to the user computer, the PIN associated with the user information to enable an agent to access the user information to support a user's interaction with the agent. The user computer displays the agent contact information and the PIN.
1 . A computer-implemented method of providing support for an Internet-based service comprising:
gathering user information related to one or more of user identification, user hardware, user software, or browsing session information; and
displaying agent contact information and a personal identification number (PIN), where the PIN is associated with the user information to enable an agent to access the user information to support a user's interaction with the agent.
2 . The method of claim 1 wherein gathering comprises launching an applet.
3 . The method of claim 2 wherein the applet gathers and stores the user information.
4 . The method of claim 3 wherein the applet stores the user information on a user computer.
5 . The method of claim 3 wherein the applet sends the user information to a computer that is accessible to the agent.
6 . The method of claim 1 wherein displaying comprises displaying within a banner, pop-up, full webpage, or partial webpage.
7 . The method of claim 1 wherein displaying occurs in response to the user requesting agent assistance.
8 . The method of claim 1 wherein displaying occurs in response to detection of an error in at least one of communications or data entry.
9 . The method of claim 1 wherein displaying occurs on a webpage which user's historically experience difficulty.
10 . The method of claim 1 wherein the agent contact information is at least one of a telephone number, an email address or a link to a chat session.
11 . Apparatus for providing support for an Internet-based service comprising:
a user computer for executing an applet for gathering user information related to one or more of user identification, user hardware, user software, or browsing session information;
a web server for coupling agent contact information and a personal identification number (PIN) to the user computer, where the PIN is associated with the user information to enable an agent to access the user information to support a user's interaction with the agent; and
the user computer displays the agent contact information and the PIN.
12 . The apparatus of claim 11 wherein the applet gathers and stores the user information.
13 . The method of claim 11 wherein the applet stores the user information on the user computer.
14 . The apparatus of claim 13 wherein the applet sends the user information to a computer that is accessible to the agent.
15 . The apparatus of claim 11 wherein a display a banner, pop-up, full webpage, or partial webpage.
16 . The apparatus of claim 11 wherein the display occurs in response to the user requesting agent assistance.
17 . The apparatus of claim 11 wherein the display occurs in response to detection of an error in at least one of communications or data entry.
18 . The apparatus of claim 11 wherein the display occurs on a webpage which user's historically experience difficulty.
19 . The apparatus of claim 11 wherein the agent communication initialization information is at least one of a telephone number or a link to a chat session.