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Customer Support SystemOfa 2015.6.29
AgendaOverview
Knowledge base
Self-support
Assisted support
Proactive support
Summary
knowledge
knowledge
Basis
Self-support
Assisted support
Knowledge Base
Proactive support
Knowledge Base
FAQ
Forum
Expert system
Self-support
Online library or tools for user to do trouble shooting themselves
Search function
Forum user > critical mass
Assisted-support
Remote access to the customers
Access channel
Operation flow(e-ticket)
Proactive-support
Database monitoring
Minimize downtime
Resolve problems before they are observed
Summary
The goal is to minimize MTTR(mean time to repair) within the budget and human resource at hand.
The cognitive capacity per person is limited, so the filtering system is so vital.
