Methods for providing cross-vendor support services
An analysis is performed on first and second product information to determine a relationship between a first product and a second product. In response to a first notification from a first backend system, a first message is transmitted to a mobile device of the user indicating that the change of a first activity is needed. It is determined whether a modification of a second activity is needed based on the relationship information of the first product and the second product and in response to determining that the modification of the second activity is needed, a second message is transmitted to the mobile device, indicating a possible modification of the second activity and offering a list of one or more options to modify the second activity. A live communications session is established between the user and a support agent of the server to discuss the possible modification of the second activity.
1. A computer-implemented method, comprising:
receiving, at a server representing a support center, a first request from a user for registering a product, the first request including a machine-readable code that uniquely represents the product;
identifying the product and compiling product information based on the machine-readable code without requiring the user to specifically provide the product information, including:
identifying a manufacturer of the product based on the machine-readable code,
transmitting via a first application programming interface (API) a second request for product information to a first remote backend system associated with the identified manufacturer,
receiving via the first API the product information from the first remote backend system in response to the second request, wherein the product information includes a serial number of the first product and a manufacturer identifier (ID) identifying the manufacturer of the product, and
storing in a product database at least a portion of the product information of the product, the product database storing product information of a plurality of products provided by a plurality of product providers;
identifying a retailer from which the product was purchased based on the machine-readable code;
transmitting via a second API a third request for purchase information to a second remote backend system associated with the retailer;
receiving via the second API purchase information of the first product from the second remote backend system, wherein the purchase information includes an address of the retailer from which the product was purchased, a transaction ID identifying a transaction of purchasing the product, and a date of the transaction;
storing in a client database at least a portion of the purchase information of the product, the client database storing client information of the plurality of product providers;
storing the product registration information of the product in a user asset store associated with the user, wherein the product registration information including the product information and the purchase information of the product, wherein the product registration information stored in the user asset store is utilized subsequently for technical support of the product;
receiving from the user a list of one or more communication channels preferred by the user to contact a support agent associated with the support center for technical support of the product; and
storing the list of communications channels in a user profile of the user to be associated with the product.
2. The method of claim 1 , wherein the machine-readable code includes at least one of a quick-read (QR) code, a universal product code (UPC), and a barcode of the product.
3. The method of claim 2 , wherein the machine-readable code is obtained by scanning an image of one of the quick-read (QR) code, the UPC code, and a barcode of the product using a scanner or camera of the mobile device.
4. The method of claim 1 , further comprising:
in response to a live support request from the user, retrieving a first list of communication channels from the user profile of the user, wherein the first list of communication channels are preferred by the user for conducting a live support session with a support agent;
retrieving a second list of communication channels from the client database, wherein the second list of communication channels are preferred by a first client associated with the first product for conducting a live support session with the user, wherein the second list of communication channels was received and specified by the first client specifically used for providing a live support of the first product; and
generating a third list of communication channels based on the first and second lists of communication channels, wherein the third list of communication channels are preferred by both the user and the first client.
5. The method of claim 1 , further comprising:
identifying the user and compiling user information based on the first request without requiring the user specifically provide the user information; and
storing the user information in the user asset store.
6. The method of claim 5 , wherein the first request includes a device identifier (ID) that uniquely identifies the mobile device, wherein the user is identified based on the device ID.
7. The method of claim 6 , wherein the device ID represents one of a media access control (MAC) address or an international mobile subscriber identity (IMSI) code of the mobile device.
8. A non-transitory machine-readable medium having instructions stored therein, which when executed by a processor, cause the processor to perform operations, the operations comprising:
receiving, at a server representing a support center, a first request from a user for registering a product, the first request including a machine-readable code that uniquely represents the product;
identifying the product and compiling product information based on the machine-readable code without requiring the user to specifically provide the product information, including:
identifying a manufacturer of the product based on the machine-readable code,
transmitting via a first application programming interface (API) a second request for product information to a first remote backend system associated with the identified manufacturer,
receiving via the first API the product information from the first remote backend system in response to the second request, wherein the product information includes a serial number of the first product and a manufacturer identifier (ID) identifying the manufacturer of the product, and
storing in a product database at least a portion of the product information of the product, the product database storing product information of a plurality of products provided by a plurality of product providers;
identifying a retailer from which the product was purchased based on the machine-readable code;
transmitting via a second API a third request for purchase information to a second remote backend system associated with the retailer;
receiving via the second API purchase information of the first product from the second remote backend system, wherein the purchase information includes an address of the retailer from which the product was purchased, a transaction ID identifying a transaction of purchasing the product, and a date of the transaction;
storing in a client database at least a portion of the purchase information of the product, the client database storing client information of the plurality of product providers;
storing the product registration information of the product in a user asset store associated with the user, wherein the product registration information including the product information and the purchase information of the product, wherein the product registration information stored in the user asset store is utilized subsequently for technical support of the product;
receiving from the user a list of one or more communication channels preferred by the user to contact a support agent associated with the support center for technical support of the product; and
storing the list of communications channels in a user profile of the user to be associated with the product.
9. The machine-readable medium of claim 8 , wherein the machine-readable code includes at least one of a quick-read (QR) code, a universal product code (UPC), and a barcode of the product.
10. The machine-readable medium of claim 9 , wherein the machine-readable code is obtained by scanning an image of one of the quick-read (QR) code, the UPC code, and a barcode of the product using a scanner or camera of the mobile device.
11. The machine-readable medium of claim 8 , wherein the operations further comprise:
in response to a live support request from the user, retrieving a first list of communication channels from the user profile of the user, wherein the first list of communication channels are preferred by the user for conducting a live support session with a support agent;
retrieving a second list of communication channels from the client database, wherein the second list of communication channels are preferred by a first client associated with the first product for conducting a live support session with the user, wherein the second list of communication channels was received and specified by the first client specifically used for providing a live support of the first product; and
generating a third list of communication channels based on the first and second lists of communication channels, wherein the third list of communication channels are preferred by both the user and the first client.
12. The machine-readable medium of claim 8 , wherein the operations further comprise:
identifying the user and compiling user information based on the first request without requiring the user specifically provide the user information; and
storing the user information in the user asset store.
13. The machine-readable medium of claim 12 , wherein the first request includes a device identifier (ID) that uniquely identifies the mobile device, wherein the user is identified based on the device ID.
14. The machine-readable medium of claim 13 , wherein the device ID represents one of a media access control (MAC) address or an international mobile subscriber identity (IMSI) code of the mobile device.
15. A data processing system operating as a server, comprising:
a processor;
a memory coupled to the processor to store instruction, which when executed by the processor, cause the processor to perform operations, the operations including
receiving, at a server representing a support center, a first request from a user for registering a product, the first request including a machine-readable code that uniquely represents the product;
identifying the product and compiling product information based on the machine-readable code without requiring the user to specifically provide the product information, including:
identifying a manufacturer of the product based on the machine-readable code,
transmitting via a first application programming interface (API) a second request for product information to a first remote backend system associated with the identified manufacturer,
receiving via the first API the product information from the first remote backend system in response to the second request, wherein the product information includes a serial number of the first product and a manufacturer identifier (ID) identifying the manufacturer of the product, and
storing in a product database at least a portion of the product information of the product, the product database storing product information of a plurality of products provided by a plurality of product providers;
identifying a retailer from which the product was purchased based on the machine-readable code;
transmitting via a second API a third request for purchase information to a second remote backend system associated with the retailer;
receiving via the second API purchase information of the first product from the second remote backend system, wherein the purchase information includes an address of the retailer from which the product was purchased, a transaction ID identifying a transaction of purchasing the product, and a date of the transaction;
storing in a client database at least a portion of the purchase information of the product, the client database storing client information of the plurality of product providers;
storing the product registration information of the product in a user asset store associated with the user, wherein the product registration information including the product information and the purchase information of the product, wherein the product registration information stored in the user asset store is utilized subsequently for technical support of the product;
receiving from the user a list of one or more communication channels preferred by the user to contact a support agent associated with the support center for technical support of the product; and
storing the list of communications channels in a user profile of the user to be associated with the product.
16. The system of claim 15 , wherein the machine-readable code includes at least one of a quick-read (QR) code, a universal product code (UPC), and a barcode of the product.
17. The system of claim 16 , wherein the machine-readable code is obtained by scanning an image of one of the quick-read (QR) code, the UPC code, and a barcode of the product using a scanner or camera of the mobile device.
18. The system of claim 15 , wherein the operations further comprise:
in response to a live support request from the user, retrieving a first list of communication channels from the user profile of the user, wherein the first list of communication channels are preferred by the user for conducting a live support session with a support agent;
retrieving a second list of communication channels from the client database, wherein the second list of communication channels are preferred by a first client associated with the first product for conducting a live support session with the user, wherein the second list of communication channels was received and specified by the first client specifically used for providing a live support of the first product; and
generating a third list of communication channels based on the first and second lists of communication channels, wherein the third list of communication channels are preferred by both the user and the first client.
19. The system of claim 15 , wherein the operations further comprise:
identifying the user and compiling user information based on the first request without requiring the user specifically provide the user information; and
storing the user information in the user asset store.
20. The system of claim 19 , wherein the first request includes a device identifier (ID) that uniquely identifies the mobile device, wherein the user is identified based on the device ID.
21. The system of claim 20 , wherein the device ID represents one of a media access control (MAC) address or an international mobile subscriber identity (IMSI) code of the mobile device.