An integrated help desk support for customer services over the world wide web-a case study

摘要

In a traditional help desk environment, serviceengineers typically provide a worldwide customer base supportthrough the use of long-distance telephone calls. Such a mode ofsupport is inefficient, ineffective and generally results in high costlong service cycles, and poor quality of service. The rapid growthof the World Wide Web technology, with its widespreadacceptance and accessibility, have resulted in the emergence ofWeb-based help desk systems. Depending on the functionalityprovided by such systems, most of the associated disadvantages ofthe traditional help desk environment can be eliminated. This paperdescribes a Web-based integrated system, the WebHotLine system,that possesses Web-bast retrieval, online multilingual translationcapability for service records, rule-base reasoning for directintelligent fault diagnosis by customers or service engineers,different modes of video-conferencing for enhanced customersupport at network security for secure data communications.