Method and system for providing enhanced online support
First Claim
Patent Images
1. A method for providing customer online support by a manufacturer or distributor comprising the steps of:
- during engineering or customizing of a product, generating product specific information and storing said product specific information in a file;
transferring said file through the Internet to the manufacturer or distributor;
assigning said file to a customer and storing said file in a customer database;
using said file for prioritizing a search result provided by said customer online support by means of searching a support database.
1 Assignment
0 Petitions
Accused Products
Abstract
A method for providing customer online support by a manufacturer or distributor comprises the steps of during engineering or customizing of a product, generating product specific information and storing the product specific information in a file, transferring the file through the Internet to the manufacturer or distributor, assigning the file to a customer and storing the file in a customer database, and using the file for prioritizing a search result provided by the customer online support by means of searching a support database.
15 Citations
31 Claims
-
1. A method for providing customer online support by a manufacturer or distributor comprising the steps of:
-
during engineering or customizing of a product, generating product specific information and storing said product specific information in a file;
transferring said file through the Internet to the manufacturer or distributor;
assigning said file to a customer and storing said file in a customer database;
using said file for prioritizing a search result provided by said customer online support by means of searching a support database. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
-
-
16. A method for providing customer online support by a manufacturer or distributor comprising the steps of:
-
during engineering or customizing of a product, generating product specific information and storing said product specific information in a file;
transferring said file through the Internet to the manufacturer or distributor;
assigning said file to a customer and storing said file in a customer database;
using said file for prioritizing a navigation through a tree-structured database provided by said customer online support. - View Dependent Claims (17, 18, 19, 20, 21, 22, 24, 30, 31)
-
-
23. An Internet server for providing customer online support by a manufacturer or distributor comprising:
-
a customer database for storing a plurality of customer project files;
a support database;
a search engine, wherein the search engine searches the support database according to a customer request and accesses the customer database to prioritize a search result using data which is stored in a project file which is assigned to said customer.
-
-
25. A method for providing information for customer by a manufacturer or distributor comprising the steps of:
-
during engineering or customizing of a product, generating product specific information and storing said product specific information in a file;
transferring said file through the Internet to the manufacturer or distributor;
assigning said file to a customer and storing said file in a customer database;
using said file for providing individualized information for said customer based on said file. - View Dependent Claims (26, 27, 28, 29)
-
Specification