This inventor holds 1 USPTO granted patent. Top assignee: Kana Communications, Inc.. Active years: 2001.
Company Filing History:
Years Active: 2001
Title: Mark A. Ericson: Innovator in Network-Based Customer Service
Introduction
Mark A. Ericson is a notable inventor based in Redwood City, California. He has made significant contributions to the field of customer service technology. His innovative approach focuses on enhancing user experience through network-based solutions.
Latest Patents
Mark A. Ericson holds a patent for a "Method and apparatus for network based customer service." This invention provides a structured approach to customer assistance by offering three levels of interaction. The first level allows clients to engage in self-help by searching a database. The second level offers asynchronous help, where clients can request assistance and receive replies. The third level facilitates synchronous help, enabling real-time interaction with an advisor. This method includes alerting the advisor and displaying a list of previously visited sites by the client, ensuring a synchronized experience for both parties.
Career Highlights
Mark A. Ericson is associated with Kana Communications, Inc., where he has contributed to the development of customer service technologies. His work has focused on creating efficient systems that improve client interactions and satisfaction.
Collaborations
Mark has worked alongside Frank A. Galdes, collaborating on various projects that aim to enhance customer service solutions.
Conclusion
Mark A. Ericson's innovative patent and career at Kana Communications, Inc. highlight his commitment to improving customer service through technology. His contributions continue to influence the industry and enhance user experiences.