Combining data and video communication for customer support of electronic system

A computerized apparatus, comprising:

• a processor;
• geographical location circuitry constructed and arranged to compute a geographical location of the computerized apparatus;
• and
• memory, coupled to the processor, the memory storing executable instructions, which when executed by the processor cause the computerized apparatus to:
• display a representation of a plurality of electronic systems;
• receive a user selection of an electronic system of the plurality of electronic systems displayed in the representation;
• in response to receiving the user selection, display a context-sensitive menu for performing actions in relation to the electronic system;
• receive a second user selection of an item from the context-sensitive menu to launch a chat program that includes a window for conducting a video chat with a customer support device, and control for gathering diagnostic information;
• conduct the video chat with the customer support device in the window of the chat program;
• transmit, while the video chat is conducted with the customer support device, the computed geographical location of the computerized apparatus to the customer support device over a data channel to identify the electronic system to the customer support device;
• and while the video chat is conducted with the customer support device,
• gather diagnostic information from the electronic system that is connected to the computerized apparatus over a network, the diagnostic information being gathered over the network, in response to a third user selection of the control in the chat program, and independent of the customer support device, the diagnostic information indicating an improper condition of the electronic system;
• transmit the gathered diagnostic information to the customer support device;
• and thereafter,
• receive remedial information from the customer support device that includes firmware, software, or a link to the firmware or the software to address the improper condition of the electronic system, wherein access to the remedial information received from the customer support device is initiated in response to user input within the chat program at the computerized apparatus, subsequent to the remedial information being received by the computerized apparatus and independent of the customer support device.

A computer implemented method of obtaining customer support, the method comprising a computerized apparatus:

• displaying a representation of a plurality of electronic systems;
• receiving a user selection of an electronic system of the plurality of electronic systems displayed in the representation;
• in response to receiving the user selection, displaying a context-sensitive menu for performing actions in relation to the electronic system;
• receiving a second user selection of an item from the context sensitive menu to launch a chat program that includes a window for conducting a video chat with a customer support device, and a control for gathering diagnostic information;
• conducting the video chat with the customer support device in the window of the chat program;
• computing a geographical location of the computerized apparatus;
• transmitting, while the video chat operates over a video channel, the computed geographical location of the computerized apparatus to the customer support device over a data channel to identify the electronic system to the customer support device;
• and while the video chat is conducted with the customer support device, gathering diagnostic information from the electronic system that is connected to the computerized apparatus over a network, the diagnostic information being gathered over the network, in response to the third user selection of the control in the chat program, and independent of the customer support device, the diagnostic information indicating an improper condition of the electronic system;
• transmitting the gathered diagnostic information to the customer support device;
• and thereafter,
• receiving remedial information from the customer support device that includes firmware, software, or a link to the firmware or the software to address the improper condition of the electronic system, wherein access to the remedial information received from the customer support device is initiated in response to user input within the chat program at the computerized apparatus, subsequent to the remedial information being received by the computerized apparatus and independent of the customer support device,
• wherein at least one step of the method is performed by a processor of the computerized apparatus.