eCommerce outage customer notification

Techniques for notifying customers when an outage of an eCommerce system has been resolved are disclosed. An e-commerce on-line platform detects the functional outage of a transaction entity when customers are trying to access an associated service from the transaction entity. Consequently, customers are routed to an outage web page, where customers are requested to provide contact information. When the functional outage is resolved, customers are notified using the contact information. Contact information may be the e-mail address or the phone number of the customer. A contact list is formed and a batch of notification requests is sent by an eCommerce on-line platform through an alerting vendor for notifying customers when a functional outage has been resolved. Notification requests may be partitioned into a plurality of batches so that customers are alerted in waves for controlling traffic on the associated transaction entity.

FIELD

Aspects of the invention generally relate to notifying customers when an outage of an eCommerce system has been resolved.

BACKGROUND

Electronic commerce, commonly known as e-commerce or eCommerce, consists of the buying and selling of products or services over electronic systems such as the Internet and other computer networks. The amount of trade conducted electronically has grown extraordinarily since the advent of the Internet. A wide variety of commerce is conducted in this way, spurring and drawing on innovations in electronic funds transfer, supply chain management, Internet marketing, online transaction processing, electronic data interchange (EDI), inventory management systems, and automated data collection systems. Modern electronic commerce typically uses the World Wide Web at least at some point in the transaction's lifecycle, although it can encompass a wider range of technologies such as e-mail as well. A large percentage of electronic commerce is conducted entirely electronically for virtual items such as access to premium content or services on a website, but electronic commerce may involve the transportation of physical items in some way. Online retailers are sometimes known as e-tailers and online retail is sometimes known as e-tail. Almost all big retailers have electronic commerce presence on the World Wide Web.

Consequently, eCommerce is becoming ubiquitous to many people in everyday life, spanning financial, telecommunications, information technology, and retail activities. Customers are becoming increasingly dependent on eCommerce web sites to shop, bank, pay bills, and so forth rather than traveling to a brick-and-mortar location or calling by telephone. However, when an eCommerce website experiences an outage, a web page is typically displayed to the customer stating that the function is currently unavailable. The customer is typically directed to try again later or call customer service. Such an approach is not desirable to the customer and may result in the customer using a different business that provides a more satisfying eCommerce experience.

BRIEF SUMMARY

An aspect of the invention addresses one or more of the issues mentioned above by disclosing methods, computer readable media, and apparatuses for notifying customers when an outage of an eCommerce system has been resolved.

According to another aspect of the invention, an e-commerce on-line platform detects a functional outage of a transaction entity when a customer is trying to access an associated service from the transaction entity. When this occurs, the customer is routed to an outage web page, and the customer is requested to provide contact information. When the functional outage is resolved so that the customer can access the desired service, the customer is notified using the contact information. Contact information may be the e-mail address or the phone number of the customer.

According to another aspect of the invention, a contact list is formed and a batch of notification requests is sent by an eCommerce on-line platform through an alerting vendor for notifying customers when a functional outage has been resolved. Notification requests may be partitioned into a plurality of batches so that customers are alerted in waves for controlling traffic on the associated transaction entity.

Aspects of the invention may be provided in a computer-readable medium having computer-executable instructions to perform one or more of the process steps described herein.

These and other aspects of the invention are discussed in greater detail throughout this disclosure, including the accompanying drawings.

DETAILED DESCRIPTION

In accordance with various aspects of the invention, methods, computer-readable media, and apparatuses are disclosed in which an eCommerce on-line platform notifies customers when an outage of the eCommerce system has been resolved. When an outage occurs, the customer can register for a notification when a specific online servicing function is brought back on line. The notification may be sent to a variety of communication devices via e-mail, text messaging, and/or audio notification.

Prior art typically encounters several issues:The Customer is asked to keep trying to gain access to a function which is down. This is typically a source of frustration to the customer. In addition, it adds additional load to a degraded or failed system, often times compounding the problem.The additional volume into the call center can create long wait times, further degrading the customer experience.

According to an aspect of the invention, an end customer is notified when the transaction system is up and running. Reduction in call volume and enhanced customer satisfaction often results.

FIG. 1illustrates an example of a suitable computing system environment100(e.g., on-line platform303as shown inFIG. 3, system500as shown inFIG. 5, process600as shown inFIG. 6, customer flow700as shown inFIG. 7, and customer notification flow800as shown inFIG. 8) that may be used according to one or more illustrative embodiments of the invention. The computing system environment100is only one example of a suitable computing environment and is not intended to suggest any limitation as to the scope of use or functionality of the invention. The computing system environment100should not be interpreted as having any dependency or requirement relating to any one or combination of components shown in the illustrative computing system environment100.

With reference toFIG. 1, the computing system environment100may include a computing device101wherein the processes discussed herein may be implemented. The computing device101may have a processor103for controlling overall operation of the computing device101and its associated components, including RAM105, ROM107, communications module109, and memory115. Computing device101typically includes a variety of computer readable media. Computer readable media may be any available media that may be accessed by computing device101and include both volatile and nonvolatile media, removable and non-removable media. By way of example, and not limitation, computer readable media may comprise and combination of computer storage media and communication media.

Computer storage media include volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information such as computer readable instructions, data structures, program modules or other data. Computer storage media include, but is not limited to, random access memory (RAM), read only memory (ROM), electronically erasable programmable read only memory (EEPROM), flash memory or other memory technology, CD-ROM, digital versatile disks (DVD) or other optical disk storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other medium that can be used to store the desired information and that can be accessed by computing device101.

Although not shown, RAM105may include one or more are applications representing the application data stored in RAM memory105while the computing device is on and corresponding software applications (e.g., software tasks), are running on the computing device101.

Communications module109may include a microphone, keypad, touch screen, and/or stylus through which a user of computing device101may provide input, and may also include one or more of a speaker for providing audio output and a video display device for providing textual, audiovisual and/or graphical output.

Software may be stored within memory115and/or storage to provide instructions to processor103for enabling computing device101to perform various functions. For example, memory115may store software used by the computing device101, such as an operating system117, application programs119, and an associated database121. Alternatively, some or all of the computer executable instructions for computing device101may be embodied in hardware or firmware (not shown). Database121may provide centralized storage of pre-clearance information or trading information for security equities in different jurisdictions.

Computing device101may operate in a networked environment supporting connections to one or more remote computing devices, such as branch terminals141and151. The branch computing devices141and151may be personal computing devices or servers that include many or all of the elements described above relative to the computing device101.

The network connections depicted inFIG. 1include a local area network (LAN)125and a wide area network (WAN)129, but may also include other networks. When used in a LAN networking environment, computing device101is connected to the LAN825through a network interface or adapter in the communications module109. When used in a WAN networking environment, the server101may include a modem in the communications module109or other means for establishing communications over the WAN129, such as the Internet131. It will be appreciated that the network connections shown are illustrative and other means of establishing a communications link between the computing devices may be used. The existence of any of various well-known protocols such as TCP/IP, Ethernet, FTP, HTTP and the like is presumed, and the system can be operated in a client-server configuration to permit a user to retrieve web pages from a web-based server. Any of various conventional web browsers can be used to display and manipulate data on web pages.

Additionally, one or more application programs119used by the computing device101, according to an illustrative embodiment of the invention, may include computer executable instructions for invoking user functionality related to communication including, for example, email, short message service (SMS), and voice input and speech recognition applications.

Embodiments of the invention may include forms of computer-readable media. Computer-readable media include any available media that can be accessed by a computing device101. Computer-readable media may comprise storage media and communication media. Storage media include volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information such as computer-readable instructions, object code, data structures, program modules, or other data. Communication media include any information delivery media and typically embody data in a modulated data signal such as a carrier wave or other transport mechanism.

Referring toFIG. 2, an illustrative system200for implementing methods according to the present invention is shown. As illustrated, system200may include one or more workstations201. Workstations201may be local or remote, and are connected by one or communications links202to computer network203that is linked via communications links205to server204. In system200, server204may be any suitable server, processor, computer, or data processing device, or combination of the same. Server204may be used to process the instructions received from, and the transactions entered into by, one or more participants.

Computer network203may be any suitable computer network including the Internet, an intranet, a wide-area network (WAN), a local-area network (LAN), a wireless network, a digital subscriber line (DSL) network, a frame relay network, an asynchronous transfer mode (ATM) network, a virtual private network (VPN), or any combination of any of the same. Communications links202and205may be any communications links suitable for communicating between workstations201and server204, such as network links, dial-up links, wireless links, hard-wired links, etc.

As understood by those skilled in the art, the steps that follow in the Figures may be implemented by one or more of the components inFIGS. 1 and 2and/or other components, including other computing devices.

FIG. 3shows e-commerce on-line platform303in accordance with an embodiment of the invention. On-line platform303typically provides services from a business for customers301aand301b. For example, Bank XYZ may allow customers301aand301bto verify checking balances, pay bills, and view credit card charges via the Internet. On-line platform303comprises web server305, transaction server307, outage table311, and customer notification system309. Customers301aand301butilize services of a business through web server305. Different services may be supported by different transaction servers (not shown).

In the discussion herein, an outage refers to a functional outage of a transaction entity that provides a desired service and not the “crashing” of the associated website.

If server307experiences an outage, then the associated service is not available to customers301aand301b. In such a case, a traffic manager (not shown) redirects customers301aand301bto outage page400(FIG. 4) as discussed herein. After customers301aand301bhave been redirected to outage page, contact information is collected from customers301aand301b, which is entered into a memory device associated with outage table311.

When the outage of transaction server307has been resolved, contact information from outage table311is provided to customer notification system309, which formats the contact information into a suitable message for wireless phone315aor computer315bthrough alerting system313. For example, alerting system313may send a short text message via a short message service (SMS) to wireless phone315aand an e-mail message to computer315b.

Embodiments of the invention may support other types of communication devices, including BlackBerry® e-mail devices and portable media players. Also, whileFIG. 2shows two customers301aand301butilizing on-line platform301and communication devices315aand315breceiving a notification, on-line platform303may provide services and notification messages for a varying number of customers that may vary from one to many thousands or millions of customers, depending on the amount of traffic and the capacity of the transaction server307.

FIG. 4shows outage page400in accordance with an embodiment of the invention. Customer301aor301bmay enter contact information, e.g., cell phone number401and e-mail address403. A customer may chose to enter contact information in a plurality of input fields if the customer wishes to be contacted through a plurality of communication devices. Outage page400typically does not request sensitive account information of the customer in order to provide privacy and security for the customer.

On-line platform303may also determine if customer301aor301bis a valid customer in order to prevent malicious attacks on on-line platform307. For example, if the IP address is the same as the IP address of previously registered customers, platform303may deduce that the customer is invalid. In such a case, platform303may ignore the detected invalid customer or may display a notice to that effect on outage page400.

FIG. 5shows system500providing a notification to communication devices515a-515dwhen an outage of transaction server307has been resolved. With an aspect of the invention, system500leverages a business's existing eAlerts infrastructure to allow customer301aor301bto register for a notification when transaction server307is back up.

When an outage of transaction server307is detected, system500executes precondition process501when on-line platform303detects an outage of transaction server307. All traffic accessing the website associated with the service is routed to customer outage notification page400. Typical web load balancing architecture includes a traffic manager, e.g., F5 BIG-IP® Global Traffic Manager™, which is capable of rerouting traffic to alternate sites. When users try to access a data center that is overloaded or unreachable, the traffic manager may automatically and seamlessly direct customers301aand301bto a secondary data center.

In step551, customer301aor301blands on page503(e.g., outage page400) which states the occurrence a functional outage (“Online Banking—Temporarily Not Available page”). Customer310aor301provides contact information, e.g., e-mail address, phone or Cell Phone number and selects “Notify Me” and presses submit.

In step553, outage page503accepts the request from customer301aor301b, and consequently the cell phone, phone, or email address is uploaded to outage table505in a data structure, e.g., database. No sensitive information is typically accepted from customer301aor301b. Subsequently, customer301aor301bleaves the site and waits for notification based on cell phone identification, e-mail address, outage type, and date/time.

In step555, the operations organization fixes the outage. Once service is restored, the operations organization releases the notification requests via a new screen in process507. It is possible for operations to release the notification in waves of alerts, to even the demand on the system500in order to ameliorate traffic volume on transaction server307when service resumes.

In step557, each released batch creates a set of records that is sent to notification engine511from process509. Typically, a batch comprises a subset of customers that have provided contact information. The size of a batch may be determined by the traffic capacity of transaction server307.

As an example for determining the size of a batch (waves or partitions), assume that transaction server307can support x transactions per second and that a batch (partition) is released at a predetermined time duration (T) after releasing the previous batch. (The predetermined time duration unit can typically vary from seconds to minutes based on the granularity of traffic control that is desired.) If a batch is released (sequenced) every predetermined time duration, each batch is partitioned into T/x notification requests.

In step559, the business's customer notification engine511creates a formatted alert for each type of outage (corresponding to a service), indicating to customer301aor301b(corresponding to communication devices515a-515d) that the service has been restored and that it is permissible for that customer to attempt to try that function. The formatted message may differ based on whether request is cell phone, telephone, or e-mail and the Outage Type.

In step561, notifications requests are sent to an alert process513. The alert process can be internal or external to a business's system. For example, alerting vendors such as Verisign, Par3, or Varolli transmit notification messages to communication devices515a515dby notification system511sending a request with associated contact information and formatting information to the alerting vendor.

FIG. 6shows flow diagram600in accordance with an embodiment of the invention. In step601, a customer attempts to access a service provided by transaction server307through web server305. It the requested service is available, the customer utilizes the service in step607. If the requested service is not available because an outage occurs at transaction server307(as determined by step603), the customer is redirected to outage page400in step605.

In step609, outage page400collects contact information from the customer and enters the information into outage table311. When the outage has been resolved in step611, the outage list is released in step613. The outage list may be released in partitions (step615) and sent to notification system309in step619. Otherwise, the complete outage list is sent to notification system309in step617.

FIG. 7shows customer entry flow700in accordance with an embodiment of the invention. In step701, the customer navigates to web site305to utilize a desired service. If step703determines that the service is not available (step703), the customer is routed to the outage notification page in step705.

The outage page is displayed and presented to the customer in step707and step709so that the customer can enter contact information in step711. Contact information is stored in outage table311in step713.

FIG. 8shows customer notification flow800in accordance with an embodiment of the invention. In step801, the outage of transaction server307is resolved and contact information from outage table505is extracted in step803. Notification engine511obtains the list of alerts in step805and formats the alerts into alerting messages based on the outage type in step807. In step809, notification service511sends notification messages to alerting vendor313, and the customer is alerted in step811.

On-line platform303may be used for different online servicing environments where outage notification may be beneficial to the customer. Illustrative eCommerce applications include the following sectors: financial, telecommunications, information technology (IT), and retail.