Customer complaint alert system and method

Details Customer complaint alert system and method Customer complaint alert system and method

G - Physics

06

Q

G06Q 30/00 (2006.01)

Patent

CA 2441069

A system and method (100) for notifying customer service personnel of customer feedback messages. When a feedback message is received from a customer (110, 300), an electronic notification message or "alert" message (112) is transmitted to customer service personnel indicating receipt of the message. The system (100) may record spoken feedback messages from customers (110, 300) which are stored in audio files. Customer service personnel may then call into the system (100) to listen to the audio file. Alternatively, the audio file is attached to the alert message (112). An additional embodiement enables records (202, 204) related to received customer feedback messages to be displayed and tracked using a web site.

L'invention concerne un système et un procédé (100) permettant de notifier au personnel des services à la clientèle des messages de réactions de la clientèle. Lorsqu'un message de réaction d'un client (110, 300) est reçu, un message de notification électronique ou message d'"avertissement" (112) est communiqué au personnel des services à la clientèle signalant sa réception. Le système (100) peut enregistrer des messages de réactions vocaux en provenance de clients (110, 300) qui sont stockés dans des fichiers audio. Le personnel des services à la clientèle peut alors solliciter ledit système (100) pour écouter le fichier audio. Autre possibilité, ledit fichier audio est joint au message d'avertissement (112). Dans un autre mode de réalisation, des enregistrements (202, 204) se rapportant à des messages de réactions de clients peuvent être affichés et suivis au moyen d'un site web.

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