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: 2019
• 资助国家: 加拿大
• 起止时间: 2019-01-01 至 2020-12-31
• 项目状态: 已结题
• 来源: https://www.nserc-crsng.gc.ca/ase-oro/Details-Detailles_eng.asp?id=691443
• 关键词: Supporting; customer; product; concerns; integrated

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.

B2B软件变得越来越复杂。因此，最终用户很难欣赏他们所拥有的功能。因此，他们经常通过在论坛上提出问题来寻求额外的信息。虽然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往往会让客户失望。更糟糕的是，有时问题被误解或答案不准确或不完整，导致客户不满增加。该项目旨在解决这个问题，问：我们可以主动提供额外的信息，以客户有效地让他们成为自我服务的客户？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“可消耗的块”，它必须在他们理解之前解释未知的问题。使客户能够增加他们对自己的个性化流程的理解，当他们与这样的企业对企业软件进行交互时，这是该项目的最终目标。