Method and System for Crowd-Sourcing Customer Care
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United States of America Patent
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Issued Date -
Sep 24, 2015
app pub date -
Mar 18, 2014
filing date -
Mar 18, 2014
priority date (Note) -
Abandoned
status (Latency Note)
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Abstract
A method and system are disclosed that enables crowd-sourcing of customer care. The disclosed crowd sourcing system may use a diverse workforce, including a business's customer base, an online community, and an employee base. The exemplary crowd-sourcing system may use a service level agreement for the crowd care providers that includes a time constraint period during which the crowd care provider may submit a response to a customer request. Customer requests may be routed to one or more particular crowd care providers or crowd care tiers, whose expertise and/or experience may be taken into account during such routing. In this manner, customer requests may be resolved in a timely fashion without relying solely on an employee base.
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