Patent ID: 7711653
Filing Date: 2010-05-04
Classification: G06Q,Y10S

Abstract:
1. A method for processing customer service inquiries, the method comprising: receiving by a computing device a customer service inquiry from a client, wherein the client is associated with an electronic mail reply address; automatically calculating by a computing device an estimate of time of transmission to the client of a responsive communication that corresponds to the customer service inquiry, wherein the estimate of time of transmission is calculated based on selected criteria that include a processing priority assigned to the client; providing by a computing device the estimate of time of transmission to the client; generating the responsive communication corresponding to the customer service inquiry from the client, wherein the responsive communication includes one or more information components corresponding to a response from a customer service agent and an embedded unresolved customer service feedback link, wherein the embedded unresolved customer service feedback link is associated with expiration data that causes the link to expire based on a use limit that limits the number of times the link can be utilized; transmitting the responsive communication to the client at the electronic mail reply address associated with the client; receiving by a computing device a user selection of the embedded unresolved customer service feedback link; and automatically generating by a computing device an escalated customer service query in response to the selection of the embedded unresolved customer service feedback link.