Supporting customer product concerns as an integrated organization-wide approach

b2b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，在提出这些问题和收到答案之间的延迟经常让客户失望。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。在与这样的企业对企业软件交互时，增强客户对自己的个性化流程的理解是这个项目的最终目标。

Business-to-business software gets increasingly more complex. Hence, end users struggle to appreciate thefunctionality 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 andreceiving an answer often disappoints the customer. Even worse, sometimes questions are misinterpreted oranswers are inaccurate or incomplete, leading to increased customer dissatisfaction. The project seeks to tacklethis issue by asking: can we proactively provide additional information to customers to effectively allow themto become self-serving customers? Clearly, it must be the correct information produced by the correct technicalexperts, it must be accessible and in "consumable chunks", and it must interpret unknown issues before theyarise. Empowering customers to increase their understanding of their own personalized process wheninteracting with such business-to-business software is the ultimate goal of this project.