Claims:We Claim:
1. A system and method for automatic lead tagging comprising:
a. a mobile application;
wherein, the real-time dashboard in the mobile application displays the status of the ongoing chats from which the contact number and email address of the customers are retrieved for lead tagging.
2. A system as claimed in claim 1 wherein, the mobile application displays a real-time dashboard containing a graph indicating the questions and answers presented by the customers are detected and differentiated based on the category.
3. A system as claimed in claim 1 wherein, the mobile application displays the questions asked by the customers which are separated based on the category, in the form of a pie chart.
4. A system as claimed in claim 1 wherein, the automatic tagging of the leads is based on the colour of the customer contact information which is initially black colour and turns to blue colour when the lead is contacted.
5. A system as claimed in claim 1 wherein, the contacted leads are turned to blue colour so that any user can quickly identify that the call had been made to the customer.
6. A system as claimed in claim 1 wherein, the automatic lead tagging is carried out using both the contact number and the email address of the customer.
7. A method of automatic lead tagging comprising:
a. accessing the lead tab using a clickable link in the mobile application;
b. accessing the chat window to capture and retrieve the customer contact details;
c. automatic display of the customer contact number in black colour;
d. accessing a clickable link provided against the customer contact number to retrieve the information related to lead contacting i.e. whether the lead is contacted or not;
e. accessing a clickable link provided against the contact number of the customer which dials the number of the customer;
f. automatic change of the colour of the customer contact number from black to blue, which indicates that the specific customer has been contacted;
g. accessing the customer contact number displayed in blue colour through a clickable link which displays the name of the user who has first contacted the lead along with the time of contact; and
h. automatic identification of the contacted leads using colour change from black colour to blue colour.
, Description:Technical field of the Invention
The present invention generally relates to the online customer service, and more particularly to a system and method for lead generation and tagging for the issues and queries posted by the customers.
Background of the invention
Tags are the flexible, and powerful feature that can enable support teams to create memorable experiences for their customers. When the customers interact with the customer service executives, the customer service executives assign at least one tag to every support conversation so that any other customer service executive, who wants to continue or follow up with the issue, can easily understand the status of the query. The use of tags helps to quickly recall conversations about a particular topic or issue, and also the status of the issue and act upon them to provide an excellent support.
Basically tags can be of any type, based on the service provided and the common issues which are generated with a particular service. The customers reach out to the customer care, they initiate customer lead generation with all the related information about the issues, where all the issues of similar genre are tagged under one tag and so on.
In the marketing field, lead generation is the process of initiation of consumer interest or enquiry into products or services of a business. Leads can be created for purposes such as list building, e-newsletter list acquisition or for sales leads. The methods for generating leads depends on various criteria such as advertising, search results, referrals from existing customers and so on. The generated leads may originate from various sources i.e. digitally via the Internet, through personal referrals, through telephone calls either by the company or telemarketers, through advertisements and events, any many more.
There are several system and methods which were developed in same context, providing various effective solutions for lead generation, some of which are cited below.
US patent application 7050982B2 by Veretech LLC discloses lead generation system using buyer criteria is directed to a system for generating a lead by determining an estimated for a vehicle. The system may receive vehicle identifying information; receive seller identifying information; receive information for a sample of vehicles of the same make and model as the vehicle; determine a value for vehicle using the vehicle identifying information and the historical information, wholesale sales through auctions and at dealerships; (and also vehicle condition information if provided), and determine an estimated value, estimated value range, or offer price for the vehicle using predetermined buyer criteria and the determined value. This offer may then be transmitted to the seller in the form of a price certificate, appraisal report, etc., and the seller identifying information may be transmittal to the buyer as a sales lead.
US patent application 8229780B2 by SilverCarrot Inc discloses a system and method for online lead generation. The invention displays advertisements on a given web page to a user running a web browser application on a client. In response to a user action such as clicking on the advertisement or moving the mouse cursor over the advertisement, a form is displayed to the user for input of data. The user may then input data into the form, and receive a new advertisement in the same location as the old advertisement upon completing the form. At no point is the user redirected to a new web page, nor does a new web page “pop up” over or under the current web page. The user inputted data is checked for accuracy and completeness, and may either be sent to the advertiser immediately or stored for future transmission. This data collection, processing, and delivery is all handled by the real-time communication within the original web page context. Advertisements selected for display are targeted to the user based on a variety of factors.
US patent application 6868389B1 by WILKINS JEFF, 24/7 Media Inc discloses internet-enabled lead generation which is a method of generating intender leads in a distributed computer system includes the steps of identifying purchase indicators and extracting prospect identifiers from the purchase indicators. Purchase indicators are pieces of data that represent a potential future purchase by a prospect. For example, an online classified advertisement selling an automobile is a purchase indicator for a potential future purchase of a new car by the old car seller. The prospect identifier, such as a telephone number or email address, uniquely identifies the prospect likely to make the future purchase. Preferably, the method also contains the steps of obtaining full contact information for the prospect from a profile database, applying a predictive model to the prospects to select intender leads, and transferring the intender leads to an interested party, such as a direct marketing service or sales force. An intender lead is a lead for a person intending to make a purchase of a particular product or service within a given time period. Only some of the prospects are actual intenders. Preferably, the method also includes the steps of extracting auxiliary data that is independent of the prospect from the purchase indicator, and obtaining data enhancement information about the prospect from data enhancement databases. The predictive model is preferably also applied to the data enhancement information and auxiliary data. The method is particularly well-suited for the Internet, which is a large source of publicly-available purchase indicators that is constantly updated. The intender leads are preferably transferred over the Internet, e.g. by email, so that they arrive at the sales force when they are still “hot.”
Based on the above mentioned prior arts, there is a need for a mobile application, through with the automatic lead tagging and lead generation can be carried out, which is simple yet effective in identifying the status of the issues through the leads.
Objects of the Invention
The primary object of the present invention is to provide a mobile application for automatic lead tagging and lead generation involving the queries and issues presented by the customers.
Another object of the present invention is to provide a mobile application which creates a graph which is available as a dashboard where the questions and answers are detected and differentiated based on the category.
Another object of the present invention is to provide a mobile application where the questions asked by the customers are displayed category wise in the form of a pie chart.
Another object of the present invention is to provide a mobile application where the lead generation can be carried out through the customer contact details and e-mail address.
Summary of the Invention
The present invention discloses a system and method for lead tagging and lead generation which involves the use of a mobile application for the same. The mobile application creates a graph which is available as a dashboard where the questions and answers presented by the customers are detected and differentiated based on the category. The questions asked by the customers are displayed category wise in the form of a pie chart, which can be seen in the mobile application.
The method of lead tagging and lead generation using the contact information of the customer is disclosed. When the lead tab is clicked the following process is followed. In the chat window, the customer contact details is captured from the chat and the contact number of the customer is displayed in black colour. The contact number of the customer is clicked, which shows the information whether the lead is contacted or not. The same information is displayed in the mobile application. As multiple users will have the access to same mobile application, any user can click on the dial button against the contact number of the customer which is displayed in black colour. Once the dial button is clicked, the call is made to the end customer and the colour of the contact changes to blue colour.
According to the present invention, when the contact number of the customer which is displayed in blue colour is clicked, it will show the name and time of the customer who has contacted the lead first. The contacted leads are turned to blue colour so that other person can identify that call had been made. The direct customer lead is generated which can be viewed through the mobile application. The similar process is carried out for lead generation using the email address of the customer.
Brief Description of the Drawings
FIG 1 is the flowchart disclosing the real time dashboard display of the ongoing chats in the mobile application
FIG 2 is the flowchart illustrating the process of automatic lead tagging in the mobile application.
Detailed Description of the Invention
The present invention discloses a system and method for lead tagging and lead generation which involves the use of a mobile application for automatic lead tagging.
FIG 1 is the flowchart disclosing the real time dashboard display of the ongoing chats in the mobile application. The mobile application creates a graph which is available as a dashboard where the questions and answers presented by the customers are detected and differentiated based on the category. The questions asked by the customers are displayed category wise in the form of a pie chart, which can be seen in the mobile application.
According to the present invention, a lead is a person who has indicated interest in any product or service offered by a firm. The customer who wishes to avail the service or any product offered by an organization or a firm is considered as a lead, and any query posted by the customer prior to availing a service or product is used in lead tagging based on the category of the query. Also when the customer purchases a product or avails a service, they can post the questions, or call the customer care regarding the questions they have about the product or the service, which is also tagged based on the query and is displayed in the mobile application.
When any service is availed or a product is purchased by a customer, then the contact information of the customer is automatically stored with the firm from which the product or service is availed, and when the query is posted, the information of the customer is used for lead tagging and lead generation.
FIG 2 is the flowchart illustrating the process of automatic lead tagging in the mobile application. The method of lead tagging and lead generation using the contact information of the customer is disclosed. When the lead tab is accessed using a clickable link, a chat window can be seen from which the customer contact details can be captured from the chat. The contact number of the customer is displayed in black colour and when the contact number of the customer is clicked using the provided link, the information related to whether the lead is contacted or not is displayed. The same information is displayed in the mobile application. As multiple users are provided the access to same mobile application, any user can click on the dial button against the contact number of the customer which is displayed in black colour. Once the dial button is clicked, the call is made to the end customer and the colour of the contact changes to blue colour.
According to the present invention, when the contact number of the customer which is displayed in blue colour is clicked, it will show the name and time of the customer who has contacted the lead first. The contacted leads are turned to blue colour so that other person can identify that call had been made. The direct customer lead is generated which can be viewed through the mobile application. The similar process is carried out for lead generation using the email address of the customer.
The email address of the customer can be retrieved from online survey or online chat which takes place in between the customers and the customer care executives. If the customers take place in an online survey to learn more about the products purchased or the services availed, they share their email address, which is stored in the mobile application. The email address is the most-used channel for generating leads.
As tags are used as unique identifiers that can be associated to any company records to search, sort, categorize, filter, and segment the records in a more efficient way. A tag can be created based on the requirement which act as a keyword or categorizing term that can be attached to the contact number or email address of the lead.
The present invention can be understood better with the help of examples:
Example 1:
Customer “A” contacts the customer service of a company “X” where the company “X” uses the mobile application of automatic lead tagging. The user working for the company “X” accesses the lead tab using a clickable link to view a chat window where the customer contact details are displayed. The user retrieves the contact number of the customer “X” which is automatically displayed in black colour. The user clicks on the contact number of the customer “X” displayed in black colour to check if the customer “X” has been contacted or not. The user can click on the dial button against the contact number of the customer “X” displayed in black colour to contact the customer “X” and immediately after the call is placed, the colour of the contact number of the customer “X” changes to blue colour, disclosing that the particular customer “X” has been contacted.
Example 2:
Customer “A” contacts the customer service of a company “X” where the company “X” uses the mobile application of automatic lead tagging. The user working for the company “X” accesses the lead tab using a clickable link to view a chat window where the customer contact details are displayed. The user retrieves the email address of the customer “X” which is automatically displayed in black colour. The user uses the email address of the customer “X” displayed in black colour to check if the customer “X” has been contacted or not. The user can send an email to the email address of the customer “X” displayed in black colour to contact the customer “X” and immediately after the email is sent, the colour of the email address of the customer “X” changes to blue colour, disclosing that the particular customer “X” has been contacted.
There are several advantages of automatic lead tagging.
The primary advantage of the system is that as the tagging is carried out automatically, it saves the time of the users who are working in the field which is lost in manually categorizing the leads and tagging them based on various categories.
Another advantage of the present invention is that lead tagging helps in quick categorization of the information.
Another advantage of the present invention is that as the mobile application displays the queries and issues in a categorized manner in the form of a pie chart, which makes it easily readable to the users to identify the areas in which maximum number of questions or issues arise.
Another advantage of the present invention is that the mobile application allows lead tagging using both contact number as well as the email address.