Supporting customer product concerns as an integrated organization-wide approach

企业对企业软件变得越来越复杂。因此，最终用户很难欣赏他们可以使用的**功能。因此，他们经常通过在论坛上提出问题来寻求更多信息。**尽管组织努力回答这些问题，但提出这些问题和**收到答案之间的延迟通常会让客户失望。更糟糕的是，有时问题被曲解，或者**答案不准确或不完整，导致客户更不满意。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信息，以便有效地让他们**成为自助式客户？显然，它必须是由正确的技术**专家提供的正确信息，它必须是可访问的，并且是“可消费的块”，并且它必须在未知问题**出现之前对其进行解释。使客户能够在**与此类企业对企业软件进行交互时增加对自己个性化流程的了解，这是本项目的最终目标。

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.