| 摘要 |
A method and a web-based system is provided that enables a customer service center of a company to provide its customers with a choice of different modes for establishing contact with customer service representatives. The different modes of contact are displayed on a single web page. The modes of contact include, but are not limited to call, chat, e-mail and Internet talk. Further, the system provides information regarding the estimated wait time and the less busy time for the modes of contact. In addition, the system and method provide means for conducting a search in a knowledge database for automated responses to queries from customers. The system and method enables the customer to provide feedback for each interaction with the customer service center through the web page. Further, the system and method enable the storage of all interaction between each customer and the customer service center. |
