Patent ID: 8468451

Claim:
A non-transitory computer-readable storage medium encoded with an executable computer program for providing online customer service via website navigation intervention and, when executed by a processor, causes the processor to perform operations comprising: monitoring activity of a user who is interacting with a website via a user device; detecting from the activity indications that the user may benefit from assistance, the detecting comprising detecting browsing activity of the user including clicks on the website in rapid succession; formulating data representing an offer of assistance to the user; sending an offer of multiple different communications modalities for communicating with an agent to the user device for display on the user device; receiving a selected communications modality among the multiple different communications modalities from the user; sending the formulated data representing the offer of assistance to the user device for display on the user device by the selected communications modality; assisting the user in response to acceptance of the offer of assistance; and capturing control of the user device to demonstrate additional offers for sale in response to a selection by the user of a selectable linked indicator.