Supporting customer product concerns as an integrated organization-wide approach

作为一种集成的组织范围方法来支持客户产品问题

• 批准号: 515250-2017
• 负责人: Miller, James
• 金额: $ 4.95万
• 依托单位: University of Alberta
• 依托单位国家: 加拿大
• 项目类别: Collaborative Research and Development Grants
• 财政年份: 2018
• 资助国家: 加拿大
• 起止时间: 2018-01-01 至 2019-12-31
• 项目状态: 已结题
• 来源: https://www.nserc-crsng.gc.ca/ase-oro/Details-Detailles_eng.asp?id=659801
• 关键词: Supporting; customer; product; concerns; integrated

Business-to-business software gets increasingly more complex. Hence, end users struggle to appreciate the**functionality at their disposal. Therefore, they seek additional information often by posing questions on forums.**While organizations work hard in answering these questions, the delay between asking these questions and**receiving an answer often disappoints the customer. Even worse, sometimes questions are misinterpreted or**answers are inaccurate or incomplete, leading to increased customer dissatisfaction. The project seeks to tackle**this issue by asking: can we proactively provide additional information to customers to effectively allow them**to become self-serving customers? Clearly, it must be the correct information produced by the correct technical**experts, it must be accessible and in "consumable chunks", and it must interpret unknown issues before they**arise. Empowering customers to increase their understanding of their own personalized process when**interacting with such business-to-business software is the ultimate goal of this project.

b2b软件变得越来越复杂。因此，最终用户很难欣赏他们所能使用的**功能。因此，他们通常通过在论坛上提出问题来寻求更多的信息。当组织努力回答这些问题时，从提出这些问题到得到答案之间的延迟常常使客户失望。更糟糕的是，有时问题被误解或答案不准确或不完整，导致增加客户的不满。该项目试图通过以下问题来解决这个问题：我们能否主动向客户提供额外的信息，从而有效地让他们成为自助服务的客户？显然，它必须是由正确的技术专家产生的正确信息，它必须是可访问的，并且是“可消费的块”，它必须在未知问题出现之前解释未知问题。当**与这样的企业对企业软件交互时，增强客户对他们自己的个性化过程的理解是这个项目的最终目标。