TECHNICAL SUPPORT SYSTEM, TECHNICAL SUPPORT METHOD AND RECORDING MEDIUM FOR TECHNICAL SUPPORT PROGRAM

摘要

PROBLEM TO BE SOLVED: To rapidly solve a claim for a product. SOLUTION: The technical support system is provided with a service information portal part 10 for providing a web page as an information input/output interface and a knowledge base part 16 for storing various claim reports and solutions answered by an engineer with respect to the claim reports. The system is especially provided with a claim handling part 14 for registering in the knowledge base part 16 a new claim report in which at least a claim title is structured as a combination of prescribed items of definition information based on claim contents inputted to a customer web page, and managing the new claim report as an unsolved claim which requires an answer from the engineer.