U.S. patent application number 10/701085 was filed with the patent office on 2004-12-09 for consumer feedback in content management systems.
Invention is credited to Dabney, Michael Blane, Feola, Christopher J., Hill, David Thomas, Jennings, James C. IV, Lee, Ronald Gene, Trujillo, Lourdes Maria, Washington, Melda Marie.
Application Number | 20040249786 10/701085 |
Document ID | / |
Family ID | 23646192 |
Filed Date | 2004-12-09 |
United States Patent
Application |
20040249786 |
Kind Code |
A1 |
Dabney, Michael Blane ; et
al. |
December 9, 2004 |
Consumer feedback in content management systems
Abstract
Method and system are disclosed for managing consumer feedback
in an electronic content management system. The method and system
of the invention includes a mechanism for consumers to provide
feedback regarding the content that is published. The feedback is
routed to the appropriate personnel responsible for publishing the
content. In this way, the disconnect between what the consumer
would like to see or cares about and the content that is published
is closed. In addition, the consumer feedback triggers monitoring
of the consumers content accessing activity, which allows the
consumers consumption pattern to be tracked on an individual basis.
This information may then be used to better define the content that
get published in order to match the consumer's interests.
Inventors: |
Dabney, Michael Blane;
(Dallas, TX) ; Hill, David Thomas; (Fort Worth,
TX) ; Trujillo, Lourdes Maria; (Grand Prairie,
TX) ; Washington, Melda Marie; (Dallas, TX) ;
Lee, Ronald Gene; (Hurst, TX) ; Jennings, James C.
IV; (Dallas, TX) ; Feola, Christopher J.;
(Grapevine, TX) |
Correspondence
Address: |
JENKENS & GILCHRIST, P.C.
Suite 3200
1445 Ross Avenue
Dallas
TX
75202-2799
US
|
Family ID: |
23646192 |
Appl. No.: |
10/701085 |
Filed: |
November 4, 2003 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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10701085 |
Nov 4, 2003 |
|
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09415560 |
Oct 8, 1999 |
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6643663 |
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Current U.S.
Class: |
1/1 ;
707/999.001 |
Current CPC
Class: |
Y10S 707/99945 20130101;
Y10S 707/99943 20130101; G06Q 10/10 20130101 |
Class at
Publication: |
707/001 |
International
Class: |
G06F 007/00 |
Claims
What is claimed is:
1. A method of managing consumer feedback in an electronic content
management system, comprising: receiving feedback from a consumer
regarding published content; storing said feedback; sending a
response message to said consumer in response to said feedback;
determining whether escalation of said feedback is needed; and
routing said feedback, if escalation is needed, to a personnel
responsible for said published content in order to close a loop
between said personnel responsible for said published content and
said consumer.
2. The method according to claim 1, wherein said step of routing
said feedback includes forwarding said feedback to an originating
website.
3. The method according to claim 2, wherein said step of forwarding
said feedback to an originating website includes forwarding said
feedback to a particular section within said originating
website.
4. The method according to claim 1, further comprising routing said
feedback to a corporate wide help desk.
5. The method according to claim 1, further comprising monitoring a
content accessing activity of said consumer upon receiving said
feedback in order to track a consumption pattern of said
consumer.
6. The method according to claim 1, wherein said response message
includes one or more predefined responses that are selected based
on said feedback.
7. The method according to claim 1, further comprising receiving a
reply message from said consumer in reply to said response message,
and repeating said steps of storing, sending, determining, and
routing.
8. The method according to claim 1, further comprising opening a
ticket including a tracking number for said ticket upon receiving
said feedback, and closing said ticket after said feedback is
routed to said personnel.
9. A user interface for managing consumer feedback in an electronic
content management system, comprising: a feedback form including a
plurality of fields for capturing personal information about a
consumer along with a feedback provided by said consumer regarding
published content; a feedback processing form including a plurality
of fields for specifying a feedback type of said feedback from said
feedback form, generating a response message to said feedback, and
identifying a personnel responsible for said published content,
said feedback processing form capable of causing said response
message to be sent to said consumer and said feedback to be
forwarded to said personnel responsible for said published
content.
10. The user interface according to claim 9, wherein said feedback
processing form further includes a field for indicating a status of
said feedback.
11. The user interface according to claim 9, wherein said feedback
processing form further includes a plurality of response templates
that may be used to generate said response message.
12. The user interface according to claim 9, further comprising an
open tickets form for listing websites associated with said
electronic content management system that have received feedback,
and an open cases form for listing sections within said websites
that have received feedback.
13. The user interface according to claim 9, further comprising a
search form including a plurality of fields for searching said
electronic content management system for received consumer
feedback.
14. A method of managing consumer feedback in an electronic content
management system, comprising: receiving feedback from a consumer
regarding published content; parsing the consumer personal
information from said feedback; storing said consumer personal
information and said feedback in said electronic content management
system; monitoring all content accessing activity of said consumer
using said consumer personal information in order to track a
consumption pattern of said consumer; sending a response message to
said consumer in response to said feedback; determining whether
escalation of said feedback is needed; and routing said feedback,
if escalation is needed, to a personnel responsible for said
published content in order to close a loop between said personnel
responsible for said published content and said consumer.
15. The method according to claim 14, further comprising
automatically sending a confirmation message to said consumer upon
receiving of said feedback.
16. The method according to claim 15, further comprising alerting a
customer service representative upon receiving said feedback.
17. The method according to claim 14, further comprising opening a
ticket for said feedback, said ticket including a tracking number
for tracking said feedback within said electronic content
management system.
18. The method according to claim 17, further comprising closing
said ticket after said feedback has been routed to said personnel
responsible for said published content.
19. The method according to claim 17, further comprising searching
said electronic content management system for said ticket based on
one or more search criteria.
20. The method according to claim 14, further comprising logging
said steps of repeating, storing, sending, determining, and routing
in said electronic content management system.
Description
CROSS-REFERENCE TO RELATED APPLICATION
[0001] This application for patent is a continuation-in-part of
U.S. Utility patent application Ser. No. 09/415,560, entitled "A
Method and System for Operating a Content Management System," filed
Oct. 8, 1999, and incorporated herein by reference.
FIELD OF THE INVENTION
[0002] The present invention relates to electronic content
management systems. In particular, the present invention relates to
a system and method for managing consumer feedback in such
electronic content management systems.
BACKGROUND OF THE INVENTION
[0003] Electronic content management systems are used to manage the
production and publication of, for example, newspapers, magazines,
on-line journals, and other types of publications. The content in
these publications may include, for example, news stories,
political commentaries, product reviews, and similar items of
interests. The electronic content management system allows the
content to be received, edited, reviewed, and approved by
appropriate personnel prior to dissemination. The content may then
be released for publication, either on-line or via a more
traditional medium. An example of such an electronic content
management system may be found in U.S. Utility patent application
Ser. No. 09/415,560, referenced above.
[0004] In traditional electronic content management systems, the
consumer feedback component (to the extent there is one) is
isolated and separate from the production and publishing components
of the system. As a result, there is often a disconnect between
what the consumer would like to see or cares about and the content
that is published. For example, consumer feedback regarding the
articles in the "Sports" section of an on-line publication may
never be seen (or at least not in a timely manner) by the managing
editor of that section. The disconnect is usually not critical for
non-information currency based industries because consumer feedback
is not integral to the day-to-day sales or distribution of the
product. Instead, it simply serves to shape the long term, future
development and marketing strategies for the product. For
industries that are based on information currency, however, the
valuable life of the content, and hence the time it can be used to
capture the consumer's attention, is very brief. Consumer feedback,
therefore, is an integral part of the daily sales and distribution
of the content in these industries.
[0005] Moreover, traditional electronic content management systems
are designed under the premise that consumer response may be gauged
using standard mass audience analysis techniques. These techniques
rely on anonymous surveys and focus groups composed of randomly
selected consumers who are statistically representative of the
whole. While such techniques are generally applicable for
homogeneous or relatively homogeneous audiences, they do not
account for the extraordinary impact that certain statistical
outliers often have on consumer consumption. For example, it has
been found that consumption patterns in information currency based
industries are often driven by a very small group (5-10%) of
consumers who consume well over 50% of the product. These consumers
are often the ones who take the time and effort to provide
feedback. Standard mass audience analysis techniques, however, tend
to dilute the impact of these consumers by averaging their
consumption pattern with the consumption pattern of the rest
(90-95%) of the consumers.
[0006] Accordingly, what is needed is an electronic content
management system that is capable of closing the disconnect between
consumer feedback and the product that is published. In addition,
what is needed is an electronic content management system that is
capable of tracking the consumption patterns of the consumers on an
individual basis.
SUMMARY OF THE INVENTION
[0007] The present invention is directed to a method and system for
managing consumer feedback in an electronic content management
system. The method and system of the invention includes a mechanism
for consumers to provide feedback regarding the content that is
published. The feedback is routed to the appropriate personnel
responsible for publishing the content. In this way, the disconnect
between what the consumer would like to see or cares about and the
content that is published is closed. In addition, the consumer
feedback triggers monitoring of the consumer's content accessing
activity, which allows the consumer's consumption pattern to be
tracked on an individual basis. This information may then be used
to better define the content that gets published in order to match
the consumer's interests.
[0008] In general, in one aspect, the invention is directed to a
method of managing consumer feedback in an electronic content
management system. The method comprises the steps of receiving
feedback from a consumer regarding published content, storing the
feedback, and sending a response message to the consumer in
response to the feedback. The method further comprises determining
whether escalation of the feedback is needed, and if so, routing
the feedback to a personnel responsible for the published content
in order to close a loop between the personnel responsible for the
published content and the consumer.
[0009] In general, in another aspect, the invention is directed to
a user interface for managing consumer feedback in an electronic
content management system. The user interface comprises a feedback
form including a plurality of fields for capturing personal
information about a consumer along with a feedback provided by the
consumer regarding published content, and a feedback processing
form including a plurality of fields for specifying a feedback type
of the feedback, generating a response message to the feedback, and
identifying a personnel responsible for the published content. The
feedback processing form is capable of causing the response message
to be sent to the consumer and the feedback to be forwarded to the
personnel responsible for the published content.
[0010] In general, in yet another aspect, the invention is directed
to a method of managing consumer feedback in an electronic content
management system. The method comprises the steps of receiving
feedback from a consumer regarding published content, parsing the
consumer personal information from the feedback, and storing the
consumer personal information and the feedback in the electronic
content management system. The method further comprises monitoring
all content accessing activity of the consumer using the consumer
personal information in order to track a consumption pattern of the
consumer, sending a response message to the consumer in response to
the feedback, and determining whether escalation of the feedback is
needed. If escalation is needed, the feedback is routed to a
personnel responsible for the published content in order to close a
loop between the personnel responsible for the published content
and the consumer.
[0011] The above summary of the present invention is not intended
to represent each embodiment, or every aspect, of the present
invention.
BRIEF DESCRIPTION OF THE DRAWINGS
[0012] The foregoing and other advantages of the invention will
become apparent upon reading the following detailed description and
upon reference to the drawings, wherein:
[0013] FIG. 1 illustrates an exemplary consumer feedback procedure
according to embodiments of the invention;
[0014] FIG. 2 illustrates an exemplary escalation procedure
according to embodiments of the invention;
[0015] FIG. 3 illustrates an exemplary consumer response procedure
according to embodiments of the invention;
[0016] FIG. 4 illustrates an exemplary consumer feedback form
according to embodiments of the invention;
[0017] FIG. 5 illustrates an exemplary receipt confirmation form
according to embodiments of the invention;
[0018] FIG. 6 illustrates an exemplary open tickets form according
to embodiments of the invention;
[0019] FIG. 7 illustrates an exemplary open cases form according to
embodiments of the invention;
[0020] FIGS. 8A-8E illustrate an exemplary ticket processing form
for handling open tickets according to embodiments of the
invention;
[0021] FIG. 9 illustrates an exemplary email that may be sent in
response to consumer feedback according to embodiments of the
invention;
[0022] FIG. 10 illustrates an exemplary processing form for
handling subsequent consumer feedback according to embodiments of
the invention;
[0023] FIG. 11 illustrates an exemplary consumer feedback form for
telephone based consumer feedback according to embodiments of the
invention; and
[0024] FIGS. 12A-12B illustrate exemplary ticket search forms
according to embodiments of the invention.
[0025] While the invention is susceptible to various modifications
and alternative forms, specific embodiments have been shown by way
of example in the drawings and will be described in detail herein.
It should be understood, however, that the invention is not
intended to be limited to the particular forms disclosed. Rather,
the invention is to cover all modifications, equivalents, and
alternatives falling within the spirit and scope of the invention
as defined by the appended claims.
DESCRIPTION OF ILLUSTRATIVE EMBODIMENTS
[0026] Following is a detailed description of illustrative
embodiments of the invention with reference to the drawings wherein
the same reference labels are used for the same or similar
elements.
[0027] As mentioned above, embodiments of the invention provide a
centralized consumer feedback procedure in an electronic content
management system. The consumer feedback procedure of the invention
is designed to receive, store, and route all consumer feedback to
the appropriate personnel as needed for resolution. Such a
formalized procedure closes the disconnect between what the
consumer would like to see or cares about and the content that is
published. The procedure also ensures that the consumption patterns
of all consumers, or at least the ones who provide feedback, are
tracked and analyzed on a consumer-by-consumer basis so that the
impact of statistical outliers is not diluted.
[0028] For purposes of this description, it will be assumed that
the content managed by the electronic content management system (as
described in U.S. application Ser. No. 09/415,560) is published on
one or more websites (e.g., DallasNews.com, DentonRC.com, etc.)
which the consumer can access using any commercially available web
browser. Further, the consumer is typically a subscriber to the
content or has otherwise created an account with the content
providers that requires the consumer to provide at least his first
and last name and email address. The invention is equally
applicable, however, to content that is published via more
traditional mediums as well.
[0029] Referring now to FIG. 1, a centralized consumer feedback
procedure 100 according to embodiments of the invention is shown.
The consumer feedback procedure 100 includes a feedback intake step
for receiving the consumer feedback. In some embodiments, the
feedback intake step includes providing an on-line form at step
102a that the consumer can complete to provide feedback. The
on-line form may be any suitable form such as a webform that the
consumer can fill in. Preferably, each webpage or at least each
website managed by the electronic content management includes such
an on-line form. The feedback intake step may also include
providing a form at step 102b that a customer service
representative can use to field consumer feedback provided via
telephone. In most embodiments, the forms provided are similar or
identical to each other in order to standardize the information in
the forms. Other feedback mechanisms may also be used without
departing from the scope of the invention, such as a mail-in or
fax-in form that the consumer may fill out and send in.
[0030] Once a feedback form is received from the consumer, it is
subsequently provided to a help center at step 104. The help
center, which may be a manual and/or a computerized help center,
parses the data from all received forms according to one or more
predefined fields, such as the consumer name, email address, type
of feedback, and the like. The parsed data is thereafter extracted
from the forms and provided at step 106 to a database of the
electronic content management system, where the data is stored. The
database, which may be any suitable database such as an Oracles
database, also stores the website information for the website where
the form was originated.
[0031] A ticket is generated at step 108 for each consumer feedback
received based on the data stored in the database. Generation of
the ticket triggers logging and monitoring by the electronic
content management system of all subsequent content accessing
activity by the consumer who provided the feedback using an
identifier such as the consumer's email address. This allows the
consumption pattern of the consumer to be tracked and analyzed on a
consumer-by-consumer basis and thereby, prevents dilution of the
consumption pattern of important statistical outliers. The ticket
itself also includes a unique tracking number which allows the
issue raised by the consumer in the feedback to be tracked and
analyzed.
[0032] In some embodiments, the ticket is generated in a webform
that may then be sent as an alert to a customer service
representative. An automatically generated confirmation message is
also emailed to the consumer at step 110 to let the consumer know
that his feedback has been received and will be processed. At step
112, the customer service representative attempts to address any
issues raised by the consumer in the feedback by sending the
consumer an appropriate email response. The response typically
includes a request that the consumer send a reply back to the
customer service representative if the issue raised has been
addressed to consumer's satisfaction.
[0033] The customer service representative thereafter makes a
determination at step 114 whether to close the ticket or to keep
the ticket open. If the customer service representative feels that
the issue is of a nature such that no further action is needed,
then the ticket is closed at step 116. Issues that can be resolved
in this manner include, for example, simple technical questions or
questions that have a definite answer. On the other hand, if the
customer service representative feels that the issue merits further
action, then the ticket is kept opened and escalated at step 118 to
the appropriate personnel for resolution. Issues that need to be
escalated include, for example, questions relating to the content
of a website.
[0034] FIG. 2 illustrates an exemplary escalation procedure 118
according to embodiments of the invention. The escalation procedure
118 begins at step 200, where the customer service representative
has decided that escalation is warranted. The customer service
representative then determines at step 202, based on the nature of
the issue raised, which corporate entity or business unit is best
suited to see and/or respond to the feedback. For example, the
customer service representative may escalate the ticket to the
originating website at step 204. The ticket then is routed to the
appropriate department or group within the website based on the
type or category of feedback specified in the feedback form. For
example, if the ticket contains feedback regarding articles in the
"Sports" section, then it will be routed to the managing editor of
that section. Such an arrangement closes the loop between what the
consumer would like to see or cares about and the content that gets
published.
[0035] The customer service representative may also escalate the
ticket to a corporate help desk (e.g., Belolnteractive.com) at step
206 for issues that concern multiple corporate entities.
[0036] It is also possible to send the ticket to some other
corporate entity besides the examples mentioned above, or to
several corporate entities simultaneously instead of just one. Once
the issue has been addressed by the corporate entity, a
communication is sent to the customer service representative
summarizing the nature of the resolution at step 208, and the
escalation procedure is concluded. The customer service
representative thereafter closes the ticket at step 116 (see FIG.
1).
[0037] In some embodiments, information regarding the escalation,
the resulting resolution, as well as the ticket closure can all be
optionally logged to the database, as shown by the dashed lines in
FIGS. 1 and 2.
[0038] In some embodiments, the consumer feedback procedure 100 of
the invention also includes an administrative tool for assigning
tickets that have been opened to customer service representatives.
A workflow 210 for such an administrative tool is shown in FIG. 2.
As can be seen, assignment of the of the tickets begins at step
212, where the opened tickets are retrieved from the database of
the electronic content management system. An assignment form allows
a customer service supervisor to view the tickets and to determine
the best customer service representative to handle a particular
ticket at step 214. The tickets are then assigned to the
appropriate customer service representatives at steps 216a-c. If
any customer service representative determines that a ticket
warrants escalation, then he may escalate the ticket using the
escalation procedure 118 described above.
[0039] The workflow 210 of the administrative tool also includes a
search option at step 218, which allows the customer service
supervisor or any customer service representative to search the
database for open or closed tickets based on one or more search
criteria. The results of the search are presented at step 220. If
any of the tickets returned by the search requires escalation, then
that ticket may be escalated using the escalation procedure
118.
[0040] Referring now to FIG. 3, a procedure 300 for processing a
subsequent correspondence received from the consumer is shown. As
mentioned above, the customer service representative's response to
the consumer at step 112 (see FIG. 1) asks the consumer to reply
with a follow-up message if the issue raised has been resolved to
the consumer's satisfaction. The consumer may send an email or he
may also use the feedback form provided at steps 102a and 102b to
follow-up on the issue. In either case, the procedure 300 begins by
receiving the follow-up correspondence at step 302. The
correspondence is stored in the database at step 304, and a webform
alert is sent to the customer service representative at step 306.
The webform alert preferably includes some type of indicator that
the correspondence is a follow-up to feedback that the consumer
previously provided, such as a "Re:" in the subject line. Upon
receiving the webform alert with the follow-up indicator, the
customer service representative reviews the consumer's account to
determine what further action, if any, is needed at step 308. For
example, if the ticket for the feedback has already been closed,
the customer service representative may decide to re-open the
ticket based on the follow-up correspondence. The procedures
described with respect to FIGS. 1 and 2 above may then be used to
provide a follow-up response to the consumer.
[0041] Thus far, the invention has been described generally in
terms of its primary functional components. Following now is a more
detailed description of an exemplary implementation of a user
interface for the invention with respect to FIGS. 4-12. It should
be noted that unless otherwise indicated, the design and layout of
the various features shown in the figures, including the size,
shape, color (or lack thereof), location, and arrangement of the
various fields, checkboxes, text boxes, drop-down menus, graphics,
and other information, are provided for illustrative purposes only,
and the invention is not to be limited to any particular
combination of the above.
[0042] FIG. 4 illustrates an exemplary user interface for a
consumer feedback form 400 that may be used by the consumer to
provide feedback (step 102a in FIG. 1). As can be seen, the
consumer feedback form 400 includes several personal information
fields 402 in which the consumer may enter his personal
information, such as his first and last name and his email address.
This information is typically required information, but one or more
items may be made optional if desired. Also included is a feedback
type indicator 404 that allows the consumer to specify the type of
feedback, for example, a "question," "complaint," or "comment." A
drop-down menu 406 allows the consumer to specify to what
particular section (e.g., advertising, local news, etc.) his
correspondence is related. Finally, a text area 408 allows the
consumer to enter the text of his feedback. In the example shown,
the consumer's feedback is that the website needs more cello
stories.
[0043] FIG. 5 illustrates an exemplary implementation of an
automatic confirmation message 500 that may be sent to the consumer
upon receipt of a feedback form (step 110 in FIG. 1). The
confirmation message 500 includes a copy 502 of the feedback
provided by the consumer, as well as a short confirmation 504 that
the feedback has been received. Also included in the confirmation
message 500 is the tracking number 508 assigned to the ticket,
typically provided in the subject line. Preferably, the
confirmation message 500 is automatically generated using the
auto-reply feature of commercially available email clients such as
Microsoft Outlook.
[0044] FIG. 6 illustrates an exemplary user interface for an open
tickets form 600 according to embodiments of the invention. The
open tickets form 600 includes a hyperlink list 602, by site, of
all tickets from websites with open tickets that have been assigned
to a particular customer service representative. Thus, when the
customer service representative logs into the electronic content
management system, he will be able to see the tickets that have
been assigned to him. In the example shown, there are five sites
with open tickets for a total of 24 open tickets.
[0045] Selecting (e.g., by clicking) one of the sites listed takes
the customer service representative to an exemplary open cases form
700, shown in FIG. 7. The open cases form 700 provides a hyperlink
list 702, by section or department, of the tickets that are open
for that site. In the example shown, the site includes four open
tickets. Note that one of the tickets, the one for the "News
Content" section, has two consumer feedback items.
[0046] FIGS. 8A-8E illustrate an exemplary user interface for a
ticket processing form 800 according to embodiments of the
invention. The ticket processing form 800 appears when the customer
service representative selects (e.g. by clicking) one of the open
cases shown in FIG. 7. In the example shown, the customer service
representative has selected the first case under the "News Content"
section. The ticket processing form 800 retrieves and displays all
the relevant data 802 associated with that ticket, including the
tracking number, the referring site, the email address of the
consumer, and the first and last name of the consumer. Also
displayed are the section of the site to which the feedback
relates, the type of feedback, and some information about the
consumer's system. A text area 804 displays the text of the
consumer's feedback.
[0047] From this form, the customer service representative may
modify the various properties of the ticket as he deems
appropriate. For example, the customer service representative may
change the feedback type field 806 (see FIG. 8B) from a "question"
to a "comment." An update button 808 allows the customer service
representative to save the changes made to the ticket without
sending the correspondence.
[0048] The response portion of the ticket processing form 800 can
be seen in FIG. 8C, where the header and footer fields 810 and 814
are pre-populated with the consumer's name and the customer service
representative's name, respectively. A body portion 812 is provided
in which a message may be inserted to respond to the issue raised
by the consumer. Also present are a blind copy list 816 for blind
copying people who may be interested in the response, but from whom
no action is required to resolve the issue, as well as an
escalation copy list 818 for copying people from whom action may be
required. A view escalation button 820 allows the customer service
representative to view and edit the escalation copy list without
sending the correspondence.
[0049] The message that is inserted in the body portion 812 may be
generated from scratch by the customer service representative, or
it may be copied from one or more predefined responses that have
been pre-developed to save time, or both. The predefined responses
may be retrieved by selecting one of the sections or categories
from the category list 822. Doing so brings up a list 824 of
response templates for predefined responses that are associated
with the selected category. For example, referring to FIG. 8D,
selecting the "ALL News Content" category retrieves a list 826 of
three templates for predefined responses that relate to that
category. Control buttons 826 allow the customer service
representative to append, prepend, or replace one or more of the
predefined responses in the body portion 812. If the customer
service representative desires a different set of predefined
responses, a change category button 828 allows the customer service
representative to choose a different category and associated set of
predefined responses.
[0050] In some embodiments, a spellcheck button 830 allows the
customer service representative to spellcheck the message inserted
in the body portion 812.
[0051] Once the customer service representative has completed
filling in the body portion 812, he should decide whether the
response message adequately resolves the issue raised by the
consumer, or if further action is required. If he deems the
response message to be adequate, then the customer service
representative may decide to close the ticket by making the
appropriate selection from the ticket status indicator 832.
Otherwise, the customer service representative may make the
appropriate selection to keep the ticket open. A save and
escalation button 834 allows the customer service representative to
save the changes and to escalate the ticket without sending the
response to the consumer. Alternatively, the customer service
representative may send the response to everyone listed, including
the consumer, by selecting a save and submit button 836.
[0052] FIG. 9 illustrates an exemplary implementation of a consumer
correspondence 900 that contains a response message 902 prepared by
the customer service representative. The consumer correspondence
900 is sent to the consumer as well as to the people listed in the
blind copy and escalation copy lists. The tracking number 904 is
included in the subject line in order to identify the particular
ticket to which the correspondence 900 is connected.
[0053] FIG. 10 illustrates an exemplary user interface for a
follow-up form 1000 for processing follow-up correspondence
received from the consumer. The follow-up form 1000 is essentially
similar to the ticket processing form 800 in that it includes much
of the same information (e.g., text of consumer correspondence,
consumer's email, consumer's personal information, etc.). In the
follow-up form 1000, however, the subject line 1002 includes a
"RE:" to indicate that this consumer correspondence is in reply to
the response message sent previously by the customer service
representative. Otherwise, the same steps described above with
respect to FIGS. 8A-8E may be used to respond to the consumer's
follow-up correspondence.
[0054] FIG. 11 illustrates an exemplary user interface for a new
ticket form 1100 that may be used to field consumer telephone calls
(step 102b in FIG. 1). The new ticket form 1100 may be implemented
as a webform and includes a plurality of fields 1102 for obtaining
information about the consumer and the referring site. This
information is essentially the same information that is obtained
when the consumer fills out the consumer feedback form 400 (see
FIG. 4). Also present is a text area 1104 for inserting a text of
the consumer's feedback.
[0055] FIG. 12A illustrates an exemplary user interface for the
ticket search option of the consumer feedback procedure described
with respect to FIG. 2. As can be seen, a search ticket form 1200
includes a plurality of search fields 1202 that allows a customer
service representative's to search for tickets that have been
generated. A search fields 1202 included, for example, the ticket
number, the first and last name of the consumer, and the email
address of the consumer. Also present are fields for searching the
referring site, a keyword field, a category or sections field, a
date field, and a ticket status field.
[0056] Pressing a search button 1204 causes the electronic content
management system to conduct a search of its database for tickets
matching the specified search criteria. FIG. 12B illustrates an
exemplary implementation of the search results form 1210. As can be
seen, the search results form 1210 includes a hyperlink list of
tickets that match the specified search criteria. The customer
service representative may then select one of the hyperlinks to
view a particular ticket.
[0057] While the present invention has been described with
reference to one or more particular embodiments, those skilled in
the art will recognize that many changes may be made thereto
without departing from the spirit and scope of the present
invention. Each of these embodiments and obvious variations thereof
is contemplated as falling within the spirit and scope of the
claimed invention, which is set forth in the following claims.
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