System and method for providing personalized customer support

• US 20020143898A1
• Filed: 03/27/2001
• Published: 10/03/2002
• Est. Priority Date: 03/27/2001
• Status: Abandoned Application

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Mansfield, Michael A., Fridrich, Donald J.
• Application Number:
  US09/819,427
• Publication Number:
  US 20020143898A1
• Time in Patent Office: Days
• US Class Current: 709/219
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

The present disclosure relates to a system and method for providing personalized customer support. The method comprises receiving information from a customer, evaluating the customer information, identifying customer support information relevant to the customer information, and presenting the relevant customer support information to the customer. In a preferred arrangement, the method comprises automatically generating a personalized web page containing the customer support information particular to the customer and its business.

Claims

1. A method for providing personalized customer support, comprising:

receiving information from a customer;

evaluating the customer information;

identifying customer support information relevant to the customer information; and

presenting the relevant customer support information to the customer.

2. The method of claim 1, wherein the step of receiving information comprises the step of receiving information about products the customer uses.

3. The method of claim 1, wherein the step of receiving information comprises the step of receiving information about the customer'"'"'s business.

4. The method of claim 1, wherein the step of receiving information comprises the step of receiving information about the customer'"'"'s technical expertise.

5. The method of claim 1, wherein the step of receiving information comprises the step of receiving information from an online customer survey.

6. The method of claim 1, wherein the step of identifying customer support information relevant to the customer information comprises the step of cross-referencing the customer information with information contained within a library database.

7. The method of claim 6, wherein the step of identifying customer support information relevant to the customer information further comprises the step of cross-referencing the customer information with data modules contained within the library database.

8. The method of claim 1, wherein the step of presenting the relevant customer support information to the customer comprises the step of automatically generating at least one personalized web page accessible to the customer.

9. The method of claim 8, wherein the at least one personalized web page only includes customer support information that is relevant to the products the customer uses and/or the customer'"'"'s business.

10. The method of claim 8, wherein the step of presenting the relevant customer support information to the customer comprises the step of presenting audio and video instructions to the customer.

11. A system for providing personalized customer support, comprising:

means for receiving information from a customer;

means for evaluating the customer information;

means for identifying customer support information relevant to the customer information; and

means for presenting the relevant customer support information to the customer.

12. The system of claim 11, wherein the means for receiving information comprises means for receiving information about products the customer uses.

13. The system of claim 11, wherein the means for receiving information comprises means for receiving information about the customer'"'"'s business.

14. The system of claim 11, wherein the means for receiving information comprises means for receiving information about the customer'"'"'s technical expertise.

15. The system of claim 11, wherein the means for receiving information comprises means for receiving information from an online customer survey.

16. The system of claim 11, wherein the means for identifying customer support information relevant to the customer information comprises means for cross-referencing the customer information with information contained within a library database.

17. The system of claim 16, wherein the means for identifying customer support information relevant to the customer information further comprises means for cross-referencing the customer information with data modules contained within the library database.

18. The system of claim 11, wherein the means for presenting the relevant customer support information to the customer comprises means for automatically generating at least one personalized web page accessible to the customer.

19. The system of claim 18, wherein the at least one personalized web page only includes customer support information that is relevant to the products the customer uses and/or the customer'"'"'s business.

20. The system of claim 18, wherein the means for presenting the relevant customer support information to the customer comprises means for presenting audio and video instructions to the customer.

21. A computer readable medium having software for providing personalized customer support, comprising:

logic configured to receive information from a customer;

logic configured to evaluate the customer information;

logic configured to identify customer support information relevant to the customer information; and

logic configured to present the relevant customer support information to the customer.

22. The computer readable medium of claim 21, wherein the logic configured to receive information comprises logic configured to receive information about products the customer uses.

23. The computer readable medium of claim 21, wherein the logic configured to receive information comprises logic configured to receive information about the customer'"'"'s business.

24. The computer readable medium of claim 21, wherein the logic configured to receive information comprises logic configured to receive information about the customer'"'"'s technical expertise.

25. The computer readable medium of claim 21, wherein the logic configured to receive information comprises logic configured to receive information from an online customer survey.

26. The computer readable medium computer readable medium of claim 21, wherein the logic configured to identify customer support information relevant to the customer information comprises logic configured to cross-reference the customer information with information contained within a library database.

27. The computer readable medium of claim 26, wherein the logic configured to identify customer support information relevant to the customer information further comprises logic configured to cross-reference the customer information with data modules contained within the library database.

28. The computer readable medium of claim 21, wherein the logic configured to present the relevant customer support information to the customer comprises logic configured to automatically generate at least one personalized web page accessible to the customer.

29. The computer readable medium of claim 28, wherein the at least one personalized web page only includes customer support information that is relevant to the products the customer uses and/or the customer'"'"'s business.

30. The computer readable medium of claim 28, wherein the logic configured to present the relevant customer support information to the customer comprises logic configured to present audio and video instructions to the customer.

31. A method for providing personalized customer support, comprising:

receiving information from a customer about the products the customer uses and about the customer'"'"'s business;

evaluating the customer information;

creating a customer profile based upon the evaluation of the customer information;

retrieving customer support information modules relevant to the customer profile; and

automatically generating a personalized web page containing the customer support information retrieved.

32. The method of claim 31, wherein personalized web pages relevant to training, troubleshooting, and database information are respectively automatically generated.

33. The method of claim 31, further comprising the step of responding to questions posed and issues raised by customers online.

34. The method of claim 31, further comprising the step of providing information as to designing a computing system specific to the customer'"'"'s needs.

35. The method of claim 31, further comprising the step of providing an evaluation of the customer'"'"'s existing computing system.