Real-time customer service assistance using collected customer life cycle data

A computer-implemented method comprising:

• performing a)-c) during a single communication session between a customer service representative (CSR) of a service merchant and the merchant's customer, by
• a) analyzing conversation between the CSR and the customer to determine an issue;
• b) accessing previously collected information about the customer from a database that stores information about a plurality of customers of the merchant, the stored information includes a history of marketing communications made to the customer and the customer's reactions, patterns of usage by the customer of services offered by the merchant, and results of analysis that has been performed off-line upon data points taken from said history and said usage patterns;
• and
• c) determining and sending a tip to be displayed to the CSR, the tip having been determined based on the determined issue and the accessed previously collected information.