Method, system and apparatus for establishing and monitoring sessions with clients over a communication network

摘要

Systems and methods provide real-time communication between website operators and website visitors including monitoring, gathering, managing and sharing of information. The features include: simultaneous chatting with system's website visitor while responding/submitting tickets/emails and searching through company knowledge base; operator communicating message to another operator directly in active chat session, while message remains hidden to visitors/customers; displaying advertising messages to visitors/customers within chat window during active chat sessions; growing knowledge base by adding information into knowledge base during chat session; providing real-time access to system's website visitor information by seeing the content of visitor's shopping cart or by passing information from system's server into visitor's information located in operator's panel; creating and branding multiple chat windows and selectively linking all or some to the account; tagging and grouping each chat sessions; parent-child ticketing for project management; lead scoring; and mobile live chatting.

主权项

1. A non-transitory computer-readable medium having stored thereon computer-executable instructions providing graphical user interface for conducting a communication session between an operator of a website and a visitor to a website, the interface comprising:
a selectively activated first window frame on a first computing device of the operator instantiating at least one chat session between the operator and the visitor for receiving real-time first data input from the operator and second data input from the visitor; a selectively activated second window frame on a second computing device of the visitor instantiating the at least one chat session; a selectively activated third window frame on the first computing device of the operator for monitoring a plurality of chat sessions, managing emails from visitors to the website, and generating or viewing tickets associated with respective chat sessions; and a selectively instantiated information exchange between a third party and the operator for receiving real-time third data input from the third party, wherein the information exchange between the third party and the operator is instantiated in the first window frame of the operator during the at least one chat session, without providing access to the third data in the second window frame of the visitor, and wherein the third data input from the third party, the first data input from the operator, and the second data input from the visitor are selectively displayed in the at least one chat session of the first window frame of the operator.