Methods and systems for providing mobile customer support

Abstract

Methods, systems, and computer program products are provided for mobile customer support. A customer service request is received at a mobile device from a user associated with the mobile device to access a customer service feature of an application associated with the mobile device. In response to the request, a user context is determined by at least one of saving a state of the application, storing data associated with the application or accessing user activity associated with the application. A communication request comprising the user context is sent to a customer service center (“CSC”) associated with the customer service feature. Communication between the CSC and the user is enabled, wherein the CSC accesses the user context and uses the user context during the communication.

1 - 20 . (canceled) 
     
     
         21 . A method, comprising:
 a mobile device presenting, via an application, a plurality of customer service features available to a user;   the mobile device receiving, via the application, a request to establish a communication session with a customer service center (CSC);   in response to the request:
 the mobile device accessing user activity information of the application, wherein the user activity information identifies a particular one of the plurality of customer service features as being viewed by the user when the request is received; and 
 the mobile device establishing a wireless communication between the user and the CSC, wherein the establishing includes sending the user activity information to the CSC. 
   
     
     
         22 . The method of  claim 21 , wherein the user activity information indicates that an error occurred associated with the user viewing the particular customer service feature. 
     
     
         23 . The method of  claim 22 , wherein the activity information identifies multiple customer services features viewed by the user and indicates an ordering in which the customer service features were viewed. 
     
     
         24 . The method of  claim 21 , further comprising:
 the mobile device tracking a duration that the user has viewed the particular feature; and   the mobile device permitting the user to submit the request after the duration satisfies a threshold duration.   
     
     
         25 . The method of  claim 24 , wherein the user activity information specifies the duration. 
     
     
         26 . The method of  claim 21 , wherein the wireless communication is established using a dynamically determined phone number. 
     
     
         27 . The method of  claim 26 , wherein the phone number is determined based on a current location of the mobile device. 
     
     
         28 . The method of  claim 26 , wherein the phone number is determined based on a current time. 
     
     
         29 . The method of  claim 21 , further comprising:
 the mobile device receiving, over a wireless connection, a phone number of the CSC; and   the mobile device using the phone number to establish the wireless communication.   
     
     
         30 . The method of  claim 21 , wherein the application is accessible to the user via a web browser of the mobile device. 
     
     
         31 . A non-transitory computer readable medium having program instructions stored thereon, wherein the program instructions are executable by a mobile device to cause the mobile device to perform operations comprising:
 receiving a request to establish a voice communication with a customer service center (CSC) via an application that provides a plurality of user features;   storing user activity information for the application, wherein the user activity information identifies a particular one of the plurality of user features as currently being viewed by a user of the mobile device; and   in response to the request:
 establishing the voice communication with the CSC via the application; and 
 conveying the user activity information to the CSC. 
   
     
     
         32 . The computer readable medium of  claim 31 , wherein the operations further comprise:
 displaying ones of the plurality of user features on a display of the mobile device, wherein the displayed user features includes a plurality of banking services.   
     
     
         33 . The computer readable medium of  claim 32 , wherein the plurality of banking services includes displaying an account balance for an account associated with the user. 
     
     
         34 . The computer readable medium of  claim 32 , wherein the plurality of banking services includes displaying details about a transaction conducted by the user. 
     
     
         35 . The computer readable medium of  claim 31 , wherein the operations further comprise:
 prior to receiving the request, storing authentication information for the user; and   in response to the request, conveying the authentication information to the CSC.   
     
     
         36 . A method, comprising:
 a customer service center establishing a connection with a mobile device, wherein the mobile device executes an application that provides a plurality of services to a user of the mobile device; and   the customer service center receiving, from the application of the mobile device, activity information about the user with respect to the application, wherein the activity information identifies one or more of the plurality of services being used by the user.   
     
     
         37 . The method of  claim 36 , wherein the activity information includes a timestamp identifying when the user began using a particular one of the plurality of services. 
     
     
         38 . The method of  claim 36 , wherein the activity information indicates an error associated with a user using a particular one of the plurality of services. 
     
     
         39 . The method of  claim 36 , further comprising:
 the customer service center establishing the connection via a phone number that is dynamically determined based on one or more criteria.   
     
     
         40 . The mobile device of  claim 36 , wherein the connection is a voice over IP (VoIP) connection.