WO2008143382A1 - Active call service system and method for providing a real time product information - Google Patents

Active call service system and method for providing a real time product information Download PDF

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Publication number
WO2008143382A1
WO2008143382A1 PCT/KR2007/005700 KR2007005700W WO2008143382A1 WO 2008143382 A1 WO2008143382 A1 WO 2008143382A1 KR 2007005700 W KR2007005700 W KR 2007005700W WO 2008143382 A1 WO2008143382 A1 WO 2008143382A1
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WO
WIPO (PCT)
Prior art keywords
customer
call service
management server
telemarketer
information
Prior art date
Application number
PCT/KR2007/005700
Other languages
French (fr)
Inventor
Chang Young Park
Original Assignee
Paxinsu Co., Ltd.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Paxinsu Co., Ltd. filed Critical Paxinsu Co., Ltd.
Publication of WO2008143382A1 publication Critical patent/WO2008143382A1/en

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0631—Item recommendations
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0633—Lists, e.g. purchase orders, compilation or processing
    • G06Q30/0635—Processing of requisition or of purchase orders

Definitions

  • the invention relates to an active call service system and a method for providing a real time product information, and more specifically to an active call service system and a method to provide the product information which the customer clicks or views the particular product on the web site on real time base instantly when the customer shows a high interest about that product.
  • the on-line business through the internet is widely spreading.
  • the on-line business is achieved between the vendor who opens the on-line business web site which sells products or services and the customer who accesses that web site to buy the product or use the service provided by the web site.
  • the on-line business is advantageous in that it needs no real off-line shop nor man power to manage the off-line shop.
  • the on-line business is advantageous in that he could search and compare the items easily from the various web site and buy the favorite without the effort to walk around the off-line shops.
  • the sale activity of the on-line business through the internet is mainly made by the action of the customer. That is, the customer accesses the on-line business web-site, and he browses the products and reviews whether the information of the products conforms to his needs, and decides whether to buy it or not. Accordingly, the contract of the conventional on-line business through the internet is mainly determined by the customer's arbitrary judgement about the product or service information presented on the web site.
  • the passive marketing of the above mentioned on-line business in which the vendor could not do any positive role during the customer's decision of buying could not incite the customer's buying desire effectively, so it could not achieve the satisfactory sale promotion.
  • the telemarketing method is also widely spreading.
  • the telemarketer calls the customer and provides him with the information of the product and sells that product.
  • the sale achievement of the telemarketing is mainly depended on the ability of the telemarketer to persuade the customer. But the telemarketer generally has the restricted information about the customer such as the customer's phone number, name.
  • the telemarketer can keep the information of the customer's job, hobby or the field of interest initially provided by the customer as subscriber. But these informations can not teach the telemarketer what kind of product the customer wants to buy or search at the very time when the telemarketer calls the customer. Therefore, the telemarketer may provides the customer with the wrong product information about which the customer has little interest. Then the telemarketer can hardly get the favorable response from the customer and it is hard to reach the satisfactory sale achievement.
  • the telemarketing has also some problems in that the telemarketer can not know on which situation the customer is when he calls the customer. Occasionally, the telemarketer may try to call the customer when the phone connection is physically impossible, or the customer is so busy not to respond the call properly and so on, which will result in the fruitless or adverse result.
  • the invention is contrived to solve the above mentioned problems and the object of the invention is to provide an active call service system and a method to provide a real time product information effectively through the call when the customer clicks or views a certain product when he shows high interest of that product.
  • an active call service system to provide a real time product information, which includes a on-line business management server on the vender system to manage the total system of on-line business, a customer client on the customer's system to access the on-line business service management server through the internet and provides the customer with the information of the product information, a telemarketer management server on the call service provider's system to manage the individual telemarketer, a telemarketer client on the side of the individual telemarketer to call the customer, a logging management server to count the stay time of the customer who clicks or views the page of a certain product, and a call service management server to provide the telemarketer client with the customer information and the corresponding product information according to the stay time information from the logging management server through the telemarketer management server and make the telemarketer call the customer.
  • an active call service system to provide a real time product information
  • the call service system further includes a computer telephone integration to connect the telemarketer client with the corresponding customer client according to the instruction from the call service management server.
  • an active call service system to provide a real time product information
  • the call service system further includes a short messaging service system to send a short message to the connected customer's phone according to the instruction of the call service management server.
  • an active call service system to provide a real time product information
  • the call service system further includes an internet instant messaging system to send an instant message to the connected customer.
  • an active call service system to provide a real time product information, wherein the inquiry message is sent to the customer client whether he agrees to the call service and the call service should be provided only to the customer of positive response.
  • an active call service method to provide a real time product information
  • the method comprises of the login step for the customer to login the on-line business management server through the customer client, the determining step to count the customer's stay time on a page of the certain products which the customer clicks or views through the logging management server and determine whether the stay time is longer than the predetermined time, the information sending step for the on-line business management server to send the corresponding customer information and the related product information together with the call service instruction to the call service management server if the counted stay time is longer than the predetermined time, the information sending step for the call service management server to send the corresponding customer information and the related product information together with the call service instruction to the telemarketer client.
  • the method further includes phone connecting for the call service management server to connect the telemarketer client with the corresponding customer client through the computer telephone integration.
  • the method further includes inquiring to inquire whether the customer agrees to the call service about the product information when he clicks or views the product beforehand, saving customer's answer as the customer information, and determining whether the connected customer agrees with the call service based on the customer's information.
  • the product which the customer clicks and views on the web site for certain duration of time and over can be checked on real time base and the information about the product can be instantly and actively provided to the customer through the telemarketer's call, which will result in the increasing sale effect at the side of on-line business company and will also result in the decreasing negative response of the customer against the call service provider, as well as the reduced cost and effort to secure the customer.
  • FIG. 1 is a block diagram showing the embodiment of the active call service system to provide a real time product information according to the invention.
  • Figure 2 is a flow chart showing the embodiment of the active call service method to provide a real time product information according to the invention.
  • the invention is intended to provide the system and method which combine the telemarketing with the on-line business to achieve the improved sale effect.
  • the on-line business in the invention is interpreted to cover all kind material products including a factory product, a farm and sea product, a law material, and the service including insurance, banking, tour, education and other intellectual property including professional technology and information.
  • Figure 1 shows the preferred embodiment of the active call service system to provide a real time product information.
  • the system includes a on-line business management server 23 provided on the vendor system, a telemarketer management server 33 and a plurality of telemarketer clients 34 provided on the call service provider system, a plurality of customer clients 10 provided on the customer's system, a logging management server 22 connected to the on-line business management server 23, the telemarketer management server 33 and the customer client 10 through internet or intranet, a database management server 25, a database 20, a call service management server 32.
  • the embodiment described below will be described as the example that the logging management server 22, the database management server 25 and the database 20 are provided on the vendor system, and the call service management server 31 is provided on the call service provider system.
  • the database 20 includes the on-line business management database 26 storing the overall data about the internet on-line business service, the customer management database 28 storing the customer's personal data and the visiting record and other related data, and the logging management database 29 storing the customer's logging data through the logging management server 22.
  • the on-line business management server 23 communicates with the database management server 25 and determines the saving and retrieving of the data stored on the on-line business management database 26, and manages the overall on-line business service based on these data.
  • the application of the on-line business management server 23 can be any commercial application program.
  • the on-line business management server 23 may be connected to the internet through the web interface 21 and the customer client 10 can access the on-line business management server 23 through internet.
  • the on-line business management server 23 generates the web page accessed by the customer client 10 and sends the web page to the customer client 10, and sends the customer's phone number and the related product information to the telemarketer client 34.
  • the web page shows various products or product groups, and if the customer selects a certain product by clicking or viewing that product, the product selecting information is sent from the customer client 10 to the on-line business management server 23 and the generated web page is sent to the customer's client 10.
  • the logging management server 22 receives the customer's logging data from the logging cession of the web page and counts the stay time during the customer stays on the page of the particular product, and saves the stay time on the logging management database 29.
  • the on-line business management server 23 retrieves the stored logging data and determines whether it is possible to do the call service about the product information to the connected customer.
  • the call service management server 31 is connected to the on-line business management server 23 through the web interface 21, which may be an internet or intranet.
  • the call service management server 31 sends the call service instruction together with the corresponding customer and the related product information to the telemarketer management server 33.
  • the on-line business management server 23 may send the call service instruction and the related information to the call service management server 31. Otherwise, the on-line business management server 23 may send only the stay time data of the particular product to the call service management server 31, and the call service management server 31 can analyze the data determine whether the call service is possible.
  • the telemarketer management server 33 is connected to the PC of the individual telemarketer located on call service provider such as the call center and can communicates with the telemarketer.
  • the telemarketer management server 33 keeps notice of the situation of the telemarketer based on the information from the telemarketer client 34 and selectively send the information from the call service management server 31 to the available telemarketer client.
  • the telemarketer client 34 located on the individual telemarketer PC receives the data from the telemarketer management server 33 and displays the request of call service and the information of corresponding customer and the related product to the telemarketer. Alternatively, the telemarketer client 34 determines whether the telemarketer is ready for call service based on the input by the telemarketer or the condition signal of the telemarketer system and sends the result to the telemarketer management server 33.
  • the telemarketer management server 33 is connected to the computer telephone integration 35 which connects the selected telemarketer and the customer.
  • a short messaging service(SMS) system 36 can be equipped to the call service management server 31, which sends the short message inquiring whether the customer agrees with the call service to the customer.
  • the instant messaging system 37 may be further equipped to send a message inquiring whether the customer agrees with the call service through the internet messaging application.
  • the customer client may be provided with the function of agreement with the call service during the web page surfing and the function of request to call service as well as the ordinary online business function such as login, product browsing and settlement.
  • the process of call service according to the invention will be described with reference to Figure 2.
  • the customer accesses the on-line business web page and logs in through the customer client 10 (S201), the on-line business management server 23 retrieves the customer information stored in the customer information database 20, and determines whether the customer agreed to call service(S202).
  • the online business management server 23 confirms whether the customer agrees with the call service during the product surfing or web browsing or not when he subscribe to the web page membership at any proper opportunity beforehand and saves the result on the customer information database 20.
  • the customer had agreed with call service the product key words which the customer is searching, the stay time during the customer is staying on a particular product page or product group page are detected through the logging management server 22, and the detected informations are saved on the logging management database 29 through the database management server 25(S203). And it determines whether the stay time on the particular product web page is longer than the predetermined value(S204).
  • the process of detecting and determining of the stay time can be conducted during the customer stays on the web page or after he leaved from the web page.
  • the former has an advantage in that the instant call service about the product which the customer shows the high interest is possible, and the latter has an advantage in that more adequate call service is possible based on the analysis of the customer's behavior in respect to the number of the repetitive page view on the particular product, or the total stay time on the particular product and so on.
  • the detecting and determining can be conducted by the combination of the former and the latter.
  • the on-line business management server 23 sends the call service request together with the customer information stored on the customer management database 28 and the product information stored on the on-line business management database 26 to the call service management server 31(S206).
  • the call service management server 31 sends the call service request and the related information via the telemarketer management server 33 to the telemarketer client 34. Then the telemarketer checks the customer and the product information and inputs a "ready to call” signal. Then the call service management server 31 sends the call service instruction to CTI 35 and the connection between the telemarketer and the customer is made(S207).
  • the call service may be provided to the customer if the customer positively request the call service at his hand or he temporarily agrees with the call service in response to the inquiry from the call service center(S208).
  • the invention counts the stay time when the customer accesses the web page and clicks or views the page of the particular product, and judges the degree of the customer's interest, and provides the customer with the call service about the interested products at the time of high interest on the real time base to achieve a highly improved sale effect in comparison of the conventional passive call service which mainly depends on the customer's choice.
  • the call service management server 31 may send an SMS message to the customer inquiring whether he agrees to the call service through SMS system 36. Otherwise, the call service management server 31 may send such a message to the customer through the internet instant messaging system 37. In the latter case, the customer client is preferable to be provided with an instant response system to response to the inquiry message quickly.
  • the customer client 10 may have the function to select whether he agree to the call service during the web page surfing or the function to request the call service instantly if necessary as well as the function of the ordinary on-line business such as the customer's login, product search, or settlement.

Abstract

The invention is an active call service system to provide a real time product information, which includes a on-line business management server provided on the vender system to manage the total system of on-line business, a customer client provided on the customer's system to access the on-line business service management server through the internet and provide the customer with the information of the product information, a telemarketer management server provided on the call service provider's system to manage the individual telemarketer, a telemarketer client provided on the side of the individual telemarketer to call the customer, a logging management server to count the stay time of the visiting customer on the page of a certain product, and a call service management server to provide the telemarketer client with the customer information and the corresponding product information according to the stay time information from the logging management server through the telemarketer management server and make the telemarketer call the customer.

Description

Description
ACTIVE CALL SERVICE SYSTEM AND METHOD FOR PROVIDING A REAL TIME PRODUCT INFORMATION
Technical Field
[1] The invention relates to an active call service system and a method for providing a real time product information, and more specifically to an active call service system and a method to provide the product information which the customer clicks or views the particular product on the web site on real time base instantly when the customer shows a high interest about that product.
[2]
Background Art
[3] As the internet is widely used, the on-line business through the internet is widely spreading. The on-line business is achieved between the vendor who opens the on-line business web site which sells products or services and the customer who accesses that web site to buy the product or use the service provided by the web site. For vendor, the on-line business is advantageous in that it needs no real off-line shop nor man power to manage the off-line shop. For customer, the on-line business is advantageous in that he could search and compare the items easily from the various web site and buy the favorite without the effort to walk around the off-line shops.
[4] The sale activity of the on-line business through the internet is mainly made by the action of the customer. That is, the customer accesses the on-line business web-site, and he browses the products and reviews whether the information of the products conforms to his needs, and decides whether to buy it or not. Accordingly, the contract of the conventional on-line business through the internet is mainly determined by the customer's arbitrary judgement about the product or service information presented on the web site. The passive marketing of the above mentioned on-line business in which the vendor could not do any positive role during the customer's decision of buying could not incite the customer's buying desire effectively, so it could not achieve the satisfactory sale promotion.
[5] Meanwhile, as the telephone is widely used, the telemarketing method is also widely spreading. In telemarketing, the telemarketer calls the customer and provides him with the information of the product and sells that product. The sale achievement of the telemarketing is mainly depended on the ability of the telemarketer to persuade the customer. But the telemarketer generally has the restricted information about the customer such as the customer's phone number, name. At best, the telemarketer can keep the information of the customer's job, hobby or the field of interest initially provided by the customer as subscriber. But these informations can not teach the telemarketer what kind of product the customer wants to buy or search at the very time when the telemarketer calls the customer. Therefore, the telemarketer may provides the customer with the wrong product information about which the customer has little interest. Then the telemarketer can hardly get the favorable response from the customer and it is hard to reach the satisfactory sale achievement.
[6] The telemarketing has also some problems in that the telemarketer can not know on which situation the customer is when he calls the customer. Occasionally, the telemarketer may try to call the customer when the phone connection is physically impossible, or the customer is so busy not to respond the call properly and so on, which will result in the fruitless or adverse result.
[7] And, in order to get the desirable sale result, the on-line business company should gather the customer data as much as possible. But the gathering the customer data requires the expense of cost, time and effort.
[8]
Disclosure of Invention Technical Problem
[9] The invention is contrived to solve the above mentioned problems and the object of the invention is to provide an active call service system and a method to provide a real time product information effectively through the call when the customer clicks or views a certain product when he shows high interest of that product.
[10]
Technical Solution
[11] According to one aspect of the invention, there is provided with an active call service system to provide a real time product information, which includes a on-line business management server on the vender system to manage the total system of on-line business, a customer client on the customer's system to access the on-line business service management server through the internet and provides the customer with the information of the product information, a telemarketer management server on the call service provider's system to manage the individual telemarketer, a telemarketer client on the side of the individual telemarketer to call the customer, a logging management server to count the stay time of the customer who clicks or views the page of a certain product, and a call service management server to provide the telemarketer client with the customer information and the corresponding product information according to the stay time information from the logging management server through the telemarketer management server and make the telemarketer call the customer. [13] According to anther aspect of the invention, there is provided with an active call service system to provide a real time product information, wherein the call service system further includes a computer telephone integration to connect the telemarketer client with the corresponding customer client according to the instruction from the call service management server.
[14]
[15] According to another aspect of the invention, there is provided with an active call service system to provide a real time product information, wherein the call service system further includes a short messaging service system to send a short message to the connected customer's phone according to the instruction of the call service management server.
[16]
[17] According to another aspect of the invention, there is provided with an active call service system to provide a real time product information, wherein the call service system further includes an internet instant messaging system to send an instant message to the connected customer.
[18]
[19] According to another aspect of the invention, there is provided with an active call service system to provide a real time product information, wherein the inquiry message is sent to the customer client whether he agrees to the call service and the call service should be provided only to the customer of positive response.
[20]
[21] According to the other aspect of the invention, there is provided with an active call service method to provide a real time product information, wherein the method comprises of the login step for the customer to login the on-line business management server through the customer client, the determining step to count the customer's stay time on a page of the certain products which the customer clicks or views through the logging management server and determine whether the stay time is longer than the predetermined time, the information sending step for the on-line business management server to send the corresponding customer information and the related product information together with the call service instruction to the call service management server if the counted stay time is longer than the predetermined time, the information sending step for the call service management server to send the corresponding customer information and the related product information together with the call service instruction to the telemarketer client.
[22]
[23] According to another aspect of the invention, the method further includes phone connecting for the call service management server to connect the telemarketer client with the corresponding customer client through the computer telephone integration.
[24]
[25] According to another aspect of the invention, the method further includes inquiring to inquire whether the customer agrees to the call service about the product information when he clicks or views the product beforehand, saving customer's answer as the customer information, and determining whether the connected customer agrees with the call service based on the customer's information.
Advantageous Effects
[26] According to the invention described above, the product which the customer clicks and views on the web site for certain duration of time and over can be checked on real time base and the information about the product can be instantly and actively provided to the customer through the telemarketer's call, which will result in the increasing sale effect at the side of on-line business company and will also result in the decreasing negative response of the customer against the call service provider, as well as the reduced cost and effort to secure the customer.
[27]
Brief Description of the Drawings
[28] Figure 1 is a block diagram showing the embodiment of the active call service system to provide a real time product information according to the invention.
[29] Figure 2 is a flow chart showing the embodiment of the active call service method to provide a real time product information according to the invention.
[30]
Best Mode for Carrying Out the Invention
[31] The preferred embodiment of the invention will be described with reference to the accompanied drawings.
[32] The invention is intended to provide the system and method which combine the telemarketing with the on-line business to achieve the improved sale effect. The on-line business in the invention is interpreted to cover all kind material products including a factory product, a farm and sea product, a law material, and the service including insurance, banking, tour, education and other intellectual property including professional technology and information.
[33] Figure 1 shows the preferred embodiment of the active call service system to provide a real time product information. AS shown, the system includes a on-line business management server 23 provided on the vendor system, a telemarketer management server 33 and a plurality of telemarketer clients 34 provided on the call service provider system, a plurality of customer clients 10 provided on the customer's system, a logging management server 22 connected to the on-line business management server 23, the telemarketer management server 33 and the customer client 10 through internet or intranet, a database management server 25, a database 20, a call service management server 32. The embodiment described below will be described as the example that the logging management server 22, the database management server 25 and the database 20 are provided on the vendor system, and the call service management server 31 is provided on the call service provider system.
[34] The database 20 includes the on-line business management database 26 storing the overall data about the internet on-line business service, the customer management database 28 storing the customer's personal data and the visiting record and other related data, and the logging management database 29 storing the customer's logging data through the logging management server 22. The on-line business management server 23 communicates with the database management server 25 and determines the saving and retrieving of the data stored on the on-line business management database 26, and manages the overall on-line business service based on these data. The application of the on-line business management server 23 can be any commercial application program.
[35] The on-line business management server 23 may be connected to the internet through the web interface 21 and the customer client 10 can access the on-line business management server 23 through internet. The on-line business management server 23 generates the web page accessed by the customer client 10 and sends the web page to the customer client 10, and sends the customer's phone number and the related product information to the telemarketer client 34.
[36] The web page shows various products or product groups, and if the customer selects a certain product by clicking or viewing that product, the product selecting information is sent from the customer client 10 to the on-line business management server 23 and the generated web page is sent to the customer's client 10.
[37] The logging management server 22 receives the customer's logging data from the logging cession of the web page and counts the stay time during the customer stays on the page of the particular product, and saves the stay time on the logging management database 29. The on-line business management server 23 retrieves the stored logging data and determines whether it is possible to do the call service about the product information to the connected customer.
[38] The call service management server 31 is connected to the on-line business management server 23 through the web interface 21, which may be an internet or intranet.
[39] If the stay time on the page of particular product is longer than the predetermined time, then the call service management server 31 sends the call service instruction together with the corresponding customer and the related product information to the telemarketer management server 33. Alternatively, the on-line business management server 23 may send the call service instruction and the related information to the call service management server 31. Otherwise, the on-line business management server 23 may send only the stay time data of the particular product to the call service management server 31, and the call service management server 31 can analyze the data determine whether the call service is possible.
[40] The telemarketer management server 33 is connected to the PC of the individual telemarketer located on call service provider such as the call center and can communicates with the telemarketer. The telemarketer management server 33 keeps notice of the situation of the telemarketer based on the information from the telemarketer client 34 and selectively send the information from the call service management server 31 to the available telemarketer client.
[41] The telemarketer client 34 located on the individual telemarketer PC receives the data from the telemarketer management server 33 and displays the request of call service and the information of corresponding customer and the related product to the telemarketer. Alternatively, the telemarketer client 34 determines whether the telemarketer is ready for call service based on the input by the telemarketer or the condition signal of the telemarketer system and sends the result to the telemarketer management server 33. The telemarketer management server 33 is connected to the computer telephone integration 35 which connects the selected telemarketer and the customer.
[42] Additionally, a short messaging service(SMS) system 36 can be equipped to the call service management server 31, which sends the short message inquiring whether the customer agrees with the call service to the customer. Moreover, the instant messaging system 37 may be further equipped to send a message inquiring whether the customer agrees with the call service through the internet messaging application. The customer client may be provided with the function of agreement with the call service during the web page surfing and the function of request to call service as well as the ordinary online business function such as login, product browsing and settlement.
[43] The process of call service according to the invention will be described with reference to Figure 2. The customer accesses the on-line business web page and logs in through the customer client 10 (S201), the on-line business management server 23 retrieves the customer information stored in the customer information database 20, and determines whether the customer agreed to call service(S202). For this purpose, the online business management server 23 confirms whether the customer agrees with the call service during the product surfing or web browsing or not when he subscribe to the web page membership at any proper opportunity beforehand and saves the result on the customer information database 20. [44] If the customer had agreed with call service, the product key words which the customer is searching, the stay time during the customer is staying on a particular product page or product group page are detected through the logging management server 22, and the detected informations are saved on the logging management database 29 through the database management server 25(S203). And it determines whether the stay time on the particular product web page is longer than the predetermined value(S204). The process of detecting and determining of the stay time can be conducted during the customer stays on the web page or after he leaved from the web page. The former has an advantage in that the instant call service about the product which the customer shows the high interest is possible, and the latter has an advantage in that more adequate call service is possible based on the analysis of the customer's behavior in respect to the number of the repetitive page view on the particular product, or the total stay time on the particular product and so on. Preferably, the detecting and determining can be conducted by the combination of the former and the latter.
[45] If the customer is judged to stay longer than the predetermined time so he has interest with a particular product, then the on-line business management server 23 sends the call service request together with the customer information stored on the customer management database 28 and the product information stored on the on-line business management database 26 to the call service management server 31(S206).
[46] Then the call service management server 31 sends the call service request and the related information via the telemarketer management server 33 to the telemarketer client 34. Then the telemarketer checks the customer and the product information and inputs a "ready to call" signal. Then the call service management server 31 sends the call service instruction to CTI 35 and the connection between the telemarketer and the customer is made(S207).
[47] Though the customer had not agreed with the call service initially or the stay time is not longer than the predetermined value, the call service may be provided to the customer if the customer positively request the call service at his hand or he temporarily agrees with the call service in response to the inquiry from the call service center(S208).
[48] As described above, the invention counts the stay time when the customer accesses the web page and clicks or views the page of the particular product, and judges the degree of the customer's interest, and provides the customer with the call service about the interested products at the time of high interest on the real time base to achieve a highly improved sale effect in comparison of the conventional passive call service which mainly depends on the customer's choice.
[49] And the customer who is viewing the web page is directly connected to the telemarketer of the call center, which will save the effort and time to securing the customer and will achieve the high probability of business success.
[50] Alternatively, before the telemarketer tries to call the customer, the call service management server 31 may send an SMS message to the customer inquiring whether he agrees to the call service through SMS system 36. Otherwise, the call service management server 31 may send such a message to the customer through the internet instant messaging system 37. In the latter case, the customer client is preferable to be provided with an instant response system to response to the inquiry message quickly.
[51] Meanwhile, the customer client 10 may have the function to select whether he agree to the call service during the web page surfing or the function to request the call service instantly if necessary as well as the function of the ordinary on-line business such as the customer's login, product search, or settlement.

Claims

Claims
[1] An active call service system to provide a real time product information, which includes a on-line business management server on the vender system to manage the total system of on-line business, a customer client on the customer's system to access the on-line business service management server through the internet and provides the customer with the information of the product information, a telemarketer management server on the call service provider's system to manage the individual telemarketer, a telemarketer client on the side of the individual telemarketer to call the customer, a logging management server to count the stay time of the customer who clicks or views the page of a certain product, and a call service management server to provide the telemarketer client with the customer information and the corresponding product information according to the stay time information from the logging management server through the telemarketer management server and make the telemarketer call the customer.
[2] An active call service system to provide a real time product information of claim
1, wherein the call service system further includes a computer telephone integration to connect the telemarketer client with the corresponding customer client according to the instruction from the call service management server.
[3] An active call service system to provide a real time product information of claim
1 or 2, wherein the call service system further includes a short messaging service system to send a short message to the connected customer's phone according to the instruction of the call service management server.
[4] An active call service system to provide a real time product information of claim
1 to 2, wherein the call service system further includes an internet instant messaging system to send an instant message to the connected customer.
[5] An active call service system to provide a real time product information of claim
1 or 2, wherein the inquiry message is provided to the customer client whether he agrees to the call service and the call service should be provided only to the customer of positive response.
[6] An active call service method to provide a real time product information, wherein the method comprises of the login step for the customer to login the online business management server through the customer client, the determining step to count the customer's stay time on a page of the certain products which the customer clicks or views through the logging management server and determine whether the stay time is longer than the predetermined time, the information sending step for the on-line business management server to send the corresponding customer information and the related product information together with the call service instruction to the call service management server if the counted stay time is longer than the predetermined time, the information sending step for the call service management server to send the corresponding customer information and the related product information together with the call service instruction to the telemarketer client.
[7] An active call service method to provide a real time product information of claim
6, wherein the method further includes phone connecting for the call service management server to connect the telemarketer client with the corresponding customer client through the computer telephone integration.
[8] An active call service method to provide a real time product information of claim
6 or 7 , wherein the method further includes inquiring to inquire whether the customer agrees to the call service about the product information when he clicks or views the product beforehand, saving customer's answer as the customer information, and determining whether the connected customer agrees with the call service based on the customer's information.
PCT/KR2007/005700 2007-05-17 2007-11-14 Active call service system and method for providing a real time product information WO2008143382A1 (en)

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