CUSTOMER RELATIONSHIP MANAGEMENT USING TEXT MESSAGES

摘要

A method is disclosed. The method includes, responsive to receiving a request for support, building a session profile from the request for support. The request for support is received from a mobile device. The method also includes identifying a solution by querying a database. The querying uses the session profile and the request for support. The database comprises a plurality of possible user inquiries, and a plurality of possible solutions associated with one or more of the plurality of possible user inquiries. The solution is associated with the request for support, and the solution is one of the plurality of possible solutions. The method further includes transmitting the solution to the mobile device. The transmitting includes transmitting a credential to the mobile device, verifying an eligibility of the mobile device, and transmitting the solution and program instructions executable on the mobile device.