| CPC G06Q 30/0203 (2013.01) [G06F 16/258 (2019.01); G06Q 10/109 (2013.01); G06Q 30/016 (2013.01); G06Q 30/0201 (2013.01); G06Q 50/01 (2013.01); H04L 67/10 (2013.01)] | 36 Claims |
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1. A communication system using specialized electronic components to process communications between a home network and one or more mobile units and to transform data into a standardized format for storage and use, comprising:
a home network having a home agent including a first hardware data processor specifically configured for use with other specialized components in the system and coupled to a first server computer having a second hardware data processor that specifically configured for use with other specialized components in the system,
said home agent coupled to a gateway processor having a third hardware data processor and a plurality of non-transitory storage devices that includes storage memory for the system,
said first hardware data processor transforms data input from communications into a standardized data format from a non-standard format for placement into said plurality of non-transitory storage devices;
said plurality of non-transitory storage devices are specifically configured for use with other specialized components in the system,
said home agent coupled to one or more input/output ports coupled to one or more input/output devices on the home network, and,
said first, second and third hardware data processors capable of execution of one or more subprograms,
a second server computer having a fourth hardware data processor coupled to said home agent through one or more connections an Internet cloud network, through the non-transitory storage devices that includes storage memory for the system; said second server computer coupled to said radio transmission unit for communication with one or more mobile units and said second server computer coupled to one or more mobile units;
said first and second server computers having data processors that execute subroutine executable code to receive a first set of customer experience feedback responses provided by a customer using said first mobile unit in response to a first survey request and evaluate said customer experience feedback responses from said first survey request on a real-time basis in order to determine whether to issue real-time notifications to one or more predetermined personnel if the first set of customer experience feedback responses fail to satisfy a minimum predetermined standard, a basestation transceiver unit coupled to said gateway processor and a radio transceiver network unit (RTN), said radio transceiver network coupled to a radio transmission unit for communication with one or more mobile units;
said first and second server computers having data processors that execute subroutine executable code to issue one or more real-time notifications to said predetermined personnel to notify those one or more predetermined personnel that the first set of customer experience feedback responses from said first survey request fail to satisfy a minimum predetermined standard,
said first and second server computers having data processors that execute subroutine executable code to transmit a second follow-up survey request to said customer, receive a second set of customer experience feedback responses provided by said customer in response to a second follow-up survey request, evaluate said second set of customer experience feedback responses from said second follow-up survey request on a real-time basis in order to determine whether to issue real-time notifications to one or more predetermined personnel if the second set of customer experience feedback responses fail to satisfy a minimum predetermined standard;
said home agent on the home network coupled to said first computer server, said home agent having a first hardware data processor that executes subroutine executable code to control the receipt and routing of said second set of customer experience feedback responses from said second follow-up survey request from said first mobile unit, control the transmission of real-time notifications to said predetermined personnel; and, control the transmission of a reminder message for a follow-up survey request;
said home agent on the home network coupled to said first computer server, said home agent having a first hardware data processor that executes subroutine executable code to control receipt of one or more communications from said first mobile unit, manage the processing and evaluation of said one or more communications, controls the transmission of said first survey request to said mobile unit and said second follow-up survey request to said second mobile unit, and controls the receipt and routing of said first set of customer experience feedback responses from said first survey request from said mobile unit;
said first and second server computers having data processors that execute subroutine executable code to issue one or more real-time notifications to said predetermined personnel to notify those predetermined personnel that the second set of customer experience feedback responses from said second follow-up survey request fail to satisfy a minimum predetermined standard;
said home agent coupled the Internet cloud network for connection to said one or more mobile units and said home agent coupled to said one or more mobile units through said non-transitory storage devices that includes storage memory for the system or said second server computer coupled to said radio transmission unit for communication with one or more mobile units;
a first database memory storage unit coupled to said home agent and first computer server on said home network, said first database memory storage unit maintaining information related to the customer and personnel at the home network, said first database memory storage unit having information regarding trends relating to customer experience feedback,
said first and second server computers having data processors that execute subroutine executable code to prepare and store database reports on the first and second sets of customer experience feedback responses from said first survey request and said second follow-up survey request, respectively, and maintains and supports use of data, customer information, software modules and operational codes on the home network;
a transceiver subsystem coupled to said home network through said first gateway providing a communications interface for communications between the home network and said first mobile unit, said transceiver subsystem receives and transmits communications between said home network and said mobile unit;
said first and second server computers having data processors that execute subroutine executable code to initiate a comments, suggestions and concerns subroutine that provides a comments, suggestions and concerns platform for said customer at the first mobile unit to enter comments, suggestions or concerns about the customer's experience;
said first and second server computers having data processors that execute subroutine executable code to support access of said reports by third parties involved with companies that have been given appropriate access to the reports, populates data fields on a computer database maintained by a user, third party, team member, dealer or department when said notification is transmitted to said predetermined personnel, said data fields include identification and contact information related to said customer;
said first and second server computers having data processors that execute subroutine executable code to receive scores associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request, said one or more marked questions on said first survey request or said second follow-up survey request are designated in that manner by the user, team member or associate;
said first and second server computers having data processors that execute subroutine executable code to evaluate the scores associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request, translate written statement responses into rating scores based on associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request, and calculate a rating score based on the evaluation of the scores associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request after the processor normalizes the scores associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request;
said first and second server computers having data processors that execute subroutine executable code to translate ratings of 0 to n stars based on normalized scores of calculated rating scores associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request, where n is an integer, transmit the normalized scores of calculated rating scores associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request to a website, electronic bulletin board, or chat room for posting; and,
said first and second server computers having data processors that execute subroutine executable code to transmit social media links to the customer with the normalized scores of calculated rating scores associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request.
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