Systems and Methods for Client Relation Management

A system for client relation management comprising a server system configured to:

• serve web pages relating to sale of a product or service, the web pages selectively including a call-in number;
• associate user website activity of a first end user with a first call-in number in a first data structure maintained by the server system;
• determine a user score representative of a determined likelihood of the first user completing a purchase transaction based on the user website activity in the first data structure;
• and
• based on the user score, modify a user interaction with the first user, the user interaction selected from the group consisting of:
• an online interaction through the website;
• and
• on offline interaction with the user through a telephone call initiated by the user to the first call-in number.

A system for client relation management comprising a server system configured to preserve a more-complete record of online and offline interactions of a customer with systems provided by a plurality of service providers, the system being configured to:

• associate a session identifier (SID) with a customer upon interaction of the customer with a website provided by a first service provider;
• provide the SID to the first service provider over a network connection;
• receive website interaction information from the first service provider over the network connection;
• associate the website interaction information from the first service provider with the SID in a data structure of the server system;
• receive and facilitate handling of an incoming call from the customer at a call-in number at a call center maintained by a second service provider, whereby information associated with the call-in number is used to associate the incoming call with the SID from the data structure of the server system;
• create a record of an offline interaction between the customer and an agent of the call center;
• and
• associate the record of the offline interaction with the SID, whereby a more-complete record of the customer's online interaction with the website provided by the first service provider and of the customer's offline interaction with the call center is accessible in the data structure of the server system.

A method for client relation management comprising:

• serving web pages relating to sale of a product or service, the web pages each including a call-in number, each call-in number being uniquely assigned to a served web page served to a first end user for a period of time before being released for use in being served to a served web page served to a second end user;
• associating user website activity of the first end user with a first call-in number in a first data structure maintained by the server system;
• associating user website activity of the second end user with the first call-in number in a second data structure maintained by the server;
• receiving notification of receipt of a call to the first call-in number;
• delivering the first data structure and the second data structure to a call center representative handling the call to the first call-in number, such that the representative can correctly identify whether a caller to the first call-in number is the first end user or the second end user;
• and
• associating the caller with the appropriate data structure among the first data structure and the second data structure.