Systems and methods for client relation management
Systems, methods, computer systems, and computer-readable code for implementing methods for client relation management in which fewer call-in numbers need to be maintained. A method for client relation management preserves a more-complete record of online and offline interactions of a customer with systems provided by a plurality of service providers. A session identifier (SID) is associated with a customer upon interaction of the customer with a website provided by a first service provider. Website interaction information is received from the first service provider and is associated with the SID. Information associated with an incoming call from the customer at a call-in number at a call center maintained by a second service provider is used to associate the incoming call with the SID, creating a record of an offline interaction between the customer and an agent of the call center. The record of the offline interaction is associated with the SID.
1. A system for client relation management comprising a server system configured to:
serve web pages relating to sale of a product or service, the web pages each including a call-in number, each call-in number being uniquely assigned to a served web page served to a first end user for a period of time before being released for use in being served to a served web page served to a second end user;
associate user website activity of the first end user with a first call-in number in a first data structure maintained by the server system;
associate user web site activity of the second end user with the first call-in number in a second data structure maintained by the server;
receive notification of receipt of a call to the first call-in number;
deliver the first data structure and the second data structure to a call center representative handling the call to the first call-in number, such that the representative can correctly identify whether a caller to the first call-in number is the first end user or the second end user; and
associate the caller with the appropriate data structure among the first data structure and the second data structure.
2. The system as recited in claim 1 , wherein the first data structure and the second data structure are two of a plurality of data structures maintained by the system associated with the first call-in number and wherein the system is configured to provide more than two data structures to the call center representative for identification of the appropriate data structure.
3. The system as recited in claim 1 , wherein the server system is configured to receive information relating to an automatic number identification (ANI) of the call to the first call-in number and to use the information relating to the ANI of the call to select among available data structures for delivery to the call center representative.
4. The system as recited in claim 1 , wherein the server system is configured to receive information relating to a geographical location of the caller to the first call-in number and to use the information relating to the geographical location of the caller to select among available data structures for delivery to the call center representative.
5. The system as recited in claim 1 , wherein the server system is configured to use the association of the caller with the appropriate data structure to link the call to the first call-in number to an online advertising campaign.
6. The system of claim 1 , wherein the server system is configured to receive timing information of a plurality of calls made using the first call-in number and to select among available data structures for delivery to the call center representative based in part on the timing information of the plurality of calls.
7. The system of claim 1 , wherein the server system is configured to:
determine a first likelihood of a match between the first data structure and the caller; and
determine a second likelihood of a match between the second data structure and the caller,
wherein delivering the first data structure and the second data structure to the call center representative includes providing the first data structure and the second data structure in an order based on the determined first likelihood and second likelihood.
8. The system of claim 1 , wherein the system is configured to:
receive information relating to a geographical location of the caller to the first call-in number,
wherein associating the caller with the appropriate data structure includes compare browsing location information contained within the first data structure and the second data structure with the received geographic location.
9. A method for client relation management comprising:
serving web pages relating to sale of a product or service, the web pages each including a call-in number, each call-in number being uniquely assigned to a served web page served to a first end user for a period of time before being released for use in being served to a served web page served to a second end user;
associating user website activity of the first end user with a first call-in number in a first data structure maintained by the server system;
associating user website activity of the second end user with the first call-in number in a second data structure maintained by the server;
receiving notification of receipt of a call to the first call-in number;
delivering the first data structure and the second data structure to a call center representative handling the call to the first call-in number, such that the representative can correctly identify whether a caller to the first call-in number is the first end user or the second end user; and
associating the caller with the appropriate data structure among the first data structure and the second data structure.
10. The method as recited in claim 9 , wherein the first data structure and the second data structure are two of a plurality of data structures maintained by the system associated with the first call-in number and wherein the method further comprises providing more than two data structures to the call center representative for identification of the appropriate data structure.
11. The method as recited in claim 9 , wherein the method comprises receiving information relating to an automatic number identification (ANI) of the call to the first call-in number and using the information relating to the ANI of the call to select among available data structures for delivery to the call center representative.
12. The method as recited in claim 9 , wherein the method further comprises receiving information relating to a geographical location of the caller to the first call-in number and using the information relating to the geographical location of the caller to select among available data structures for delivery to the call center representative.
13. The method as recited in claim 9 , wherein the method further comprises using the association of the caller with the appropriate data structure to link the call to the first call-in number to an online advertising campaign.
14. The method of claim 9 , further comprising receiving timing information of a plurality of calls made using the first call-in number and to select among available data structures for delivery to the call center representative based in part on the timing information of the plurality of calls.
15. The method of claim 9 , further comprising:
determine a first likelihood of a match between the first data structure and the caller; and
determine a second likelihood of a match between the second data structure and the caller,
wherein delivering the first data structure and the second data structure to the call center representative includes providing the first data structure and the second data structure in an order based on the determined first likelihood and second likelihood.
16. The method of claim 9 , further comprising:
receiving information relating to a geographical location of the caller to the first call-in number,
wherein associating the caller with the appropriate data structure includes compare browsing location information contained within the first data structure and the second data structure with the received geographic location.
17. A non-transitory computer readable medium having instructions thereon that, when executed by one or more processors, causes a computing system to:
serve web pages relating to sale of a product or service, the web pages each including a call-in number, each call-in number being uniquely assigned to a served web page served to a first end user for a period of time before being released for use in being served to a served web page served to a second end user;
associate user website activity of the first end user with a first call-in number in a first data structure maintained by the server system;
associate user web site activity of the second end user with the first call-in number in a second data structure maintained by the server;
receive notification of receipt of a call to the first call-in number;
deliver the first data structure and the second data structure to a call center representative handling the call to the first call-in number, such that the representative can correctly identify whether a caller to the first call-in number is the first end user or the second end user; and
associate the caller with the appropriate data structure among the first data structure and the second data structure.
18. The non-transitory computer readable medium of claim 17 , wherein the first data structure and the second data structure are two of a plurality of data structures maintained by the system associated with the first call-in number and wherein the method further comprises providing more than two data structures to the call center representative for identification of the appropriate data structure.
19. The non-transitory computer readable medium of claim 17 , wherein the instructions, when executed by the one or more processors, further causes the computing system to receive information relating to an automatic number identification (ANI) of the call to the first call-in number and using the information relating to the ANI of the call to select among available data structures for delivery to the call center representative.
20. The non-transitory computer readable medium of claim 17 , wherein the instructions, when executed by the one or more processors, further causes the computing system to receive information relating to a geographical location of the caller to the first call-in number and using the information relating to the geographical location of the caller to select among available data structures for delivery to the call center representative.
21. The non-transitory computer readable medium of claim 17 , wherein the instructions, when executed by the one or more processors, further causes the computing system to use the association of the caller with the appropriate data structure to link the call to the first call-in number to an online advertising campaign.
22. The non-transitory computer readable medium of claim 17 , wherein the instructions, when executed by the one or more processors, further cause the computing system to:
determine a first likelihood of a match between the first data structure and the caller; and
determine a second likelihood of a match between the second data structure and the caller,
wherein delivering the first data structure and the second data structure to the call center representative includes providing the first data structure and the second data structure in an order based on the determined first likelihood and second likelihood.
23. The non-transitory computer readable medium of claim 17 , wherein the instructions, when executed by the one or more processors, further cause the computing system to:
receive information relating to a geographical location of the caller to the first call-in number,
wherein associating the caller with the appropriate data structure includes compare browsing location information contained within the first data structure and the second data structure with the received geographic location.