Method and system utilizing user-state-monitoring objects and relevant data to monitor and provide customer service online

摘要

A system and method for providing customer service to a website user online, includes downloading a user-state-monitoring object and a user profile from a website to a client site when a website user loads up any web page through the website, wherein the user-state-monitoring object is configured to monitor and analyze the website user's behavioral patterns in real time by comparing the user's actions to a set of pre-defined business rules, and utilizing the user-state-monitoring object to notify an available customer service representative and enable communication between the customer service representative and the website user.

主权项

1. A system for providing customer service to a website user, comprising at least one processor and memory, the system further comprising:
(a) a session management subsystem including a user profile database for downloading a user-state-monitoring object and a user profile retrievable from the user profile database from a website to a client site when a website user loads up a web page through the website, wherein the user-state-monitoring object is configured to monitor and analyze the website user's behavioral patterns in real time by comparing the website user's actions to a set of pre-defined business rules; and (b) a customer service representative allocation subsystem for receiving a notification from the user-state-monitoring object, configured to notify an available customer service representative associated with the website, and configured to enable communication between the available customer service representative and the website user if the website user's actions match the pre-defined business rules.