Methods for providing cross-vendor support services

摘要

After successfully authenticating a user of a mobile device, products that have been registered with the server are determined. For each of the registered products, a list of support options available to the user is determined for a corresponding registered product, the list of support options including a live support option and a self-support option. For the self-support option available to the corresponding registered product, articles associated with the corresponding registered product are identified that have been published in an online publication forum. For the live support option available a list of communication options is determined that is available for the user to establish a live communication session with a support agent. A personalized page to the mobile device to be displayed at a display of the mobile device, listing the registered products. Each product is associated with the support options available.

主权项

1. A computer-implemented method, the method comprising:
in response to a login request at a server via an application programming interface (API) from a mobile application running within a mobile device of a user over a network, authenticating the user based on a user credential obtained from the login request; after successfully authenticating the user of the mobile device, retrieving from a user account associated with the user one or more products that have been registered with the server; for each of the registered products,
determining a list of support options available to the user for a corresponding registered product, the list of support options including a live support option and a self-support option,for the self-support option available to the corresponding registered product, identifying one or more articles associated with the corresponding registered product that have been published in an online publication forum, andfor the live support option available to the corresponding registered product, determining a list of communication options that is available for the user to establish a live communication session with a support agent; and transmitting a personalized page to the mobile device to be displayed at a display of the mobile device, the personalized page listing the one or more registered products associated with the user, wherein each of the registered products is associated with one or more first graphical representations representing the support options that are available to an associated registered product, wherein the personalized page includes a first one-touch button to contact a support agent of the server using one or more of the available communication options and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the registered products without having to contact a support agent of the server.