System and method for aiding customers in defining problems and finding solutions

• US 20020120485A1
• Filed: 02/28/2001
• Published: 08/29/2002
• Est. Priority Date: 02/28/2001
• Status: Abandoned Application

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Neal, Kyle, Sauder, Lynn, Kirkconnell-Ewing, Nancy
• Application Number:
  US09/796,165
• Publication Number:
  US 20020120485A1
• Time in Patent Office: Days
• US Class Current: 705/8
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls

Abstract

The present disclosure relates to a system and method for aiding customers. In one embodiment, the method comprises the steps of prompting the customer in a problem defining process to provide information about issues relevant to its business and a problem the customer is experiencing, receiving customer responses to the prompts, automatically determining a potential solution to the customer problem based upon the customer responses, presenting a description of the potential solution to the customer for review.

Claims

1. A method for aiding a customer with a business problem, comprising:

prompting the customer to provide information about the customer'"'"'s business;

prompting the customer to provide information about a business problem the customer is experiencing;

receiving customer responses to the prompts;

automatically determining the nature of the business problem based upon the customer responses;

automatically determining a potential business solution to the problem based upon the customer responses; and

presenting a description of the business problem and the potential business solution to the customer for review such that the customer can learn about the problem and solution before speaking with an agent that sells the solution.

2. The method of claim 1, wherein the step of prompting the customer comprises prompting the customer via a customer web site and wherein the step of receiving customer responses comprises receiving customer entries made via the web site.

3. The method of claim 1, wherein the step of prompting the customer to provide information about the customer'"'"'s business comprises prompting the customer to identify industries in which the customer operates.

4. The method of claim 1, wherein the step of prompting the customer to provide information about a business problem comprises prompting the customer to provide information about areas of concern to which the problem belongs.

5. The method of claim 4, wherein the step of prompting the customer to provide information about a problem further comprises prompting the customer to identify applicable issues particular to the areas of concern.

6. The method of claim 1, wherein the step of prompting the customer to provide information about a business problem comprises prompting the customer to enter a question the customer has relevant to the problem.

7. The method of claim 1, further comprising the step of intermittently determining a set of potential business solutions from a database of available business solutions as customer responses are received and presenting the set of potential business solutions to the customer.

8. The method of claim 1, further comprising the step of providing the customer with information relevant to the customer responses.

9. The method of claim 1, wherein the step of presenting a description of the business solution comprises providing a comparison of various business solutions to the customer.

10. The method of claim 1, further comprising the step of automatically sending a sales lead that identifies the customer and the problem to an agent authorized to sell a business solution to the problem via an agent web site upon the request of the customer.

11. A system for aiding a customer with a business problem, comprising:

means for prompting the customer to provide information about the customer'"'"'s business;

means for prompting the customer to provide information about a business problem the customer is experiencing;

means for receiving customer responses to the prompts about the business and problem;

means for automatically determining the nature of the business problem based upon the customer responses;

means for automatically determining a potential business solution to the problem based upon the customer responses; and

means for presenting a description of the business problem and the potential business solution to the customer for review such that the customer can learn about the problem and solution before speaking with an agent that sells the solution.

12. The system of claim 11, wherein the means for prompting the customer comprises means for prompting the customer via a customer web site and wherein the means for receiving customer responses comprises means for receiving customer entries made via the web site.

13. The system of claim 11, further comprising means for intermittently determining a set of potential business solutions from a database of available business solutions as customer responses are received and means for presenting the set of potential business solutions to the customer.

14. The system of claim 11, further comprising means for providing the customer with information relevant to the customer responses.

15. The system of claim 11, wherein the means for presenting a description of the business solution comprises means for providing a comparison of various business solutions to the customer.

16. The system of claim 11, further comprising the means for automatically sending a sales lead that identifies the customer and the problem to an agent authorized to sell a business solution to the problem via an agent web site upon the request of the customer.

18. The method of claim 17, wherein the step of prompting the customer to provide information about the customer'"'"'s business comprises prompting the customer to identify industries in which the customer operates.

19. The method of claim 17, wherein the step of prompting the customer to provide information about a business problem comprises prompting the customer to provide information about areas of concern to which the problem belongs.

20. The method of claim 19, wherein the step of prompting the customer to provide information about a business problem further comprises prompting the customer to provide information about issues particular to the areas of concern.

21. The method of claim 17, wherein the step of prompting the customer to provide information about a business problem comprises prompting the customer to enter a particular question the customer has relevant to the problem.

22. The method of claim 17, further comprising the step of intermittently determining a set of potential business solutions from a database of available business solutions as customer responses are received and presenting the set of potential solutions to the customer.

23. The method of claim 17, further comprising the step of providing the customer with information relevant to the customer responses.

24. The method of claim 17, wherein the step of presenting the set of problem definitions and potential business solutions comprises providing a comparison of the various business solutions to the customer.

25. The method of claim 17, further comprising the step of automatically sending a sales lead that identifies the customer and the problem to an agent authorized to sell a business solution to the problem via an agent web site upon the request of the customer.

27. The method of claim 26, further comprising logic configured to intermittently determine a set of potential business solutions from a database of available business solutions as customer responses are received and logic configured to present the set of potential business solutions to the customer.

28. The method of claim 27, further comprising logic configured to provide the customer with information relevant to the customer responses.

29. The method of claim 26, wherein the logic configured to present the set of problem definitions and potential business solutions comprises logic configured to provide a comparison of various business solutions to the customer.

30. The method of claim 26, further comprising logic configured to automatically send a sales lead that identifies the customer and the problem to an agent authorized to sell a business solution to the problem via an agent web site upon the request of the customer.

17. A method for aiding a customer with a business solution, comprising:

generating a customer web site that the customer can access;

prompting a customer via the web site to provide information about its business and a business problem the customer is experiencing;

receiving customer responses to the prompts entered via the web site;

automatically cross-referencing the customer responses with problem definitions and available business solutions offered via the web site to determine a set of problem definitions and potential solutions to the problems; and

presenting the set of problem definitions and potential business solutions to the customer for review.

26. A web server including computer readable media, comprising:

logic configured to prompt a customer via a web site to provide information about its business and a business problem the customer is experiencing;

logic configured to receive customer responses to the prompts entered via the web site;

logic configured to automatically cross-reference the customer responses with problem definitions and available business solutions offered via the web site to determine a set of problem definitions and potential solutions to the problems; and

logic configured to present the set of problem definitions and potential business solutions to the customer for review.

31. A method for selling business solutions, comprising:

providing an agent/service provider web site that agents and service providers can access;

registering an agent and a service provider with a business solution sales system of which the agent/service provider web site is a part;

facilitating authorization of the agent to sell a business solution of the service provider to a customer via the agent/service provider web site;

providing a customer web site that customers can access, the web site being configured to prompt the customer for information about the customer'"'"'s business and a business problem the customer is experiencing, receive customer responses to the prompts, and automatically determine the nature of the business problem based upon the customer responses as well as a business solution to the problem; and

facilitating contact between the customer and an agent authorized to sell a business solution to the customer'"'"'s problem.

32. The method of claim 31, further comprising the step of providing information to the agent about the service provider'"'"'s business solutions via the agent/service provider web site.

33. The method of claim 31, wherein the step of facilitating authorization of the agent to sell comprises facilitating the agent'"'"'s training and qualification.

34. The method of claim 31, wherein the customer web site is configured to provide the customer with information relevant to customer responses entered in response to the prompts.

35. The method of claim 31, further comprising the step of automatically sending a sales lead that identifies the customer and the problem to an agent authorized to sell a business solution to the problem via the agent/service provider web site upon the request of the customer.

36. The method of claim 31, wherein the business solution of the service provider is a software-based solution.