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公开(公告)号：EP3356947A1
公开(公告)日：2018-08-08
申请号：EP16852501.2
申请日：2016-09-28
申请人： T-Mobile USA, Inc.
CPC分类号： G06Q50/22 , G06F19/00 , G06Q30/016 , G16H10/60
摘要： A customer care site includes a plurality of pages that may individually include a call link to communicate with customer agents. When a customer tries to contact a customer agent via a call link in one of the plurality of pages on the customer care web site, a computing system associated with the customer care site transmits customer information regarding the customer's specific activities prior to selecting the call link on the customer care web site. When a customer agent responds to the customer's call, a computing device of the customer agent can display the customer information transmitted from the computing system associated with the customer care web site. As the customer agent knows about the customer's prior activities on the customer care site through access to the detailed customer information provided by the computing system, the customer agent does not need to repeat the same procedure or inquiries that the customer has already traversed on the customer care web site.
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公开(公告)号：EP3357265A1
公开(公告)日：2018-08-08
申请号：EP16852500.4
申请日：2016-09-28
申请人： T-Mobile USA, Inc.
CPC分类号： H04L63/0884 , G06F21/35 , G06F21/6263 , H04L63/0421 , H04L63/102
摘要： A customer care site includes a content item posted by a first user. The content item is associated with a first contact link for requesting communication with the first user. When a second user tries to contact the first user by selecting the first contact link, a computing system associated with the customer care site identifies contact information of the first user using information associated with the first contact link. The computing system can establish a communication session between the first user and the second user without revealing contact information of the first user and the second user to each other during the communication session.
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