Enhanced information delivery during a customer support session
Techniques are provided herein for providing information during a life cycle of a user's engagement with a product or service. A wireless device is configured to, in response to processing a computer readable artifact after the user has acquired the product or service, transmit a request for first information pertaining to the product or service. A computer is configured to retrieve the first information without regard for the life cycle of the product or service. The computer is further configured to retrieve supplemental information pertaining to the product or service, and provide the first information together with the supplemental information to the wireless device. The supplemental information retrieved varies depending on a current state of the life cycle.
1. A computer implemented method for providing user engagement information during a customer support session, comprising:
receiving, by a wireless device, a step by step graphical instructional file;
tracking, by the wireless device, a user's progress through the step-by-step graphical instructional file;
initiating, by the wireless device, a communication session with a remote device associated with a customer support representative;
ascertaining, by the wireless device, a current status of the user's progress through the step-by-step graphical instructional file; and
transmitting, by the wireless device, the current status to the remote device allowing the customer support representative to determine the user's progress through the step by step file during the communication session;
determining an identifier associated with the step by step file; and
transmitting the identifier to the remote processor device, wherein the customer support representative is able to determine the step by step file during the communication session by the identifier.
2. The method of claim 1 , wherein the communication session includes inputting data by the wireless device relating to the user's progress.
3. The method of claim 2 , wherein the input data is based on total time.
4. The method of claim 2 , wherein the input data is based on time on an individual step of the step by step graphical instruction file.
5. A system for providing user engagement information during a customer support session, comprising:
a wireless device having a set of instructions on a non-transitory wireless device memory, the set of instructions, when executed by the wireless device, configure the wireless device to:
receive, by the wireless device, a step by step graphical instructional file;
track, by the wireless device, a user's progress through the step-by-step graphical instructional file;
initiate, by the wireless device, a communication session with a remote processor device associated with a customer support representative;
determine, by the wireless device, a current status of the user's progress through the step-by-step graphical instructional file; and
transmit, by the wireless device, the current status to the remote device allowing the customer support representative to determine the user's progress through the step by step file during the communication session;
determine an identifier associated with the step by step file; and
transmitting the identifier to the remote processor device, wherein the customer support representative is able to determine the step by step file during the communication session by the identifier.
6. The system of claim 5 , wherein the wireless device receives an input from the user to initiate the communication session.
7. The system of claim 5 , wherein the wireless device inputs data in a communication session with the remote processor device, associated with the customer support representative, relating to the user's progress.
8. The system of claim 7 , wherein the input data is based on total time.
9. The system of claim 7 , wherein the input data is based on time on an individual step of the step by step graphical instruction file.
10. A user device comprising:
a processor and computer-readable storage devices comprising processor-executable instructions which, responsive to the processor, enable the user device to perform operations comprising:
receiving a step by step graphical instructional file;
tracking a user's progress through the step-by-step graphical instructional file;
initiating a communication session with a remote processor device associated with a customer support representative;
determining a current status of the user's progress through the step-by-step graphical instructional file;
transmitting the current status to the remote processor device, wherein the customer support representative is able to determine the user's progress through the step by step file during the communication session by the current status;
determining an identifier associated with the step by step file; and
transmitting the identifier to the remote processor device, wherein the customer support representative is able to determine the step by step file during the communication session by the identifier.
11. The user device of claim 10 , wherein the user device receives an input from the user through a graphical user interface to initiate the communication session.
12. The user device of claim 10 , wherein the user device inputs data, in a communication session with the remote processor device associated with the customer support representative, relating to the user's progress.
13. The user device of claim 12 , wherein the input data is based on total time.
14. The user device of claim 12 , wherein the input data is based on time on an individual step of the step by step graphical instruction file.