Customer support system using internet

• US 6,542,897 B2
• Filed: 05/15/1998
• Issued: 04/01/2003
• Est. Priority Date: 05/15/1997
• Status: Expired due to Term

• Current Assignee: Samsung Electronics Co. Ltd.
• Original Assignee: Samsung Electronics Co. Ltd.
• Inventors: Lee, Kang-dong
• Primary Examiner(s): AMSBURY, WAYNE P
• Application Number:
  US09/079,305
• Publication Number:
  US 20020111950A1
• Time in Patent Office: 1,782 Days
• Field of Search: 705/27-29, 345/336, 345/843, 707/102, 707/2
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/087 Inventory or stock management, e.g. order filling, procurement or balancing against orders
• CPC Class Codes: G06Q 10/0875 Itemisation or classification of parts, supplies or services, e.g. bill of materials
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: Y10S 707/99932 Access augmentation or optimizing
• CPC Class Codes: Y10S 707/99943 Generating database or data structure, e.g. via user interface

Abstract

A customer support system provides a customer support service with respect to a consumer product using an Internet. The customer support system includes a customer support server having a customer support engine for providing the customer support service with respect to a consumer product, and a database for storing product-related information to be used by the customer support engine. The system also includes a user computer including Internet communications means which can be connected to the customer support server through an Internet. The customer support engine of the customer support server includes a gate page, as a homepage of the customer support system, for providing a menu with respect to a predetermined customer support service, and a service page for providing at least a customer support service, including the usage guidance on a product, according to a predetermined menu selected on the gate page. As a result, the number of after service requests from consumers is reduced, and the service cost is minimized while the service quality is enhanced.

Claims

1. A customer support system for providing customer support service with respect to a consumer product using an Internet, said customer support system comprising:

a customer support server including customer support means for providing the customer support service with respect to a consumer product, and a database for storing product-related information to be used by said customer support means; and

a user computer including Internet communications means accessible to said customer support server through the Internet for providing access to the product-related information of the consumer product;

said customer support means of said customer support server comprising a gate page, as a homepage of said customer support system, for providing a menu with respect to the customer support service, and a service page section for providing at least the customer support service, including usage guidance on the consumer product, according to a predetermined menu selected on said gate page;

wherein said service page section comprises a download page for downloading, to said user computer, software related to the consumer product; and

wherein said download page comprises a model menu screen unit providing a model menu screen enabling a user to select a product model, a detailed item menu output unit displaying a detailed item menu including various utilities, various drivers and bundled software which are required for the product model selected on said model menu screen, and a download service unit for downloading, to the user computer, a program corresponding to a detailed item selected from said detailed item menu.

2. The customer support system of claim 1, wherein said service page section as a service menu provided by said gate page is a support page providing product model guidance, usage of various resources related to the consumer product, and technical information about the consumer product.

3. The customer support system of claim 2, wherein said service page section further comprises a frequently asked question page for providing prewritten answers to most frequently asked questions to the user.

4. The customer support system of claim 3, wherein said frequently asked question page comprises:

a model menu screen unit providing a model menu screen including a product model selected by user;

a detailed item menu output unit providing a detailed item menu classifying disorders and problems experienced by users during use of consumer products into detailed items by models, and displaying said classified detailed items when the product model is selected on said model menu screen;

an inquiry content menu output unit displaying a menu consisting of prepared inquiry contents with respect to a detailed item selected from said detailed item menu; and

a question and answer service unit providing information on answers and measures corresponding to a question selected from said inquiry content menu.

5. The customer support system of claim 4, further comprising a keyword search unit enabling searching of inquiry contents through keyword search when the product model is selected on said model menu screen, wherein said inquiry content menu output unit also displays, on the user computer, inquiry contents corresponding to a keyword searched by said keyword search unit.

6. The customer support system of claim 2, wherein said support page comprises:

a model menu screen unit providing a model menu including a product model selected by the user;

a specification screen unit providing a detailed item menu comprising a specification of the product model selected from the model menu screen and various resources related to the selected product model; and

a support service unit providing the usage and technical materials with respect to a detailed item selected from said detailed item menu by making access to a database storing information related to said selected product model.

7. The customer support system of claim 6, wherein, when said consumer product is a personal computer, said support service unit includes graphic and text information with respect to front and rear sides of a main body of the selected personal computer, a main board of said selected personal computer, and a switch setting of said selected personal computer.

8. The customer support system of claim 1, wherein said service page section further comprises a frequently asked question page for providing prewritten answers to most frequently asked questions to the user.

9. The customer support system of claim 1, wherein said service page section has a movement menu providing the user with a direct movement between service pages when said service page section comprises at least two service pages.

10. The customer support system of claim 1, wherein said gate page comprises:

a Window name window;

a tool bar window providing a menu where an operation tool with respect to a Window can be selected;

an operation window providing a menu with respect to at least a customer support service;

a screen scroll bar window for scrolling said operation window; and

a Window task bar window.

11. The customer support system of claim 1, wherein said detailed item menu is realized by a multi-step menu driving method.

12. The customer support system of claim 1, further comprising a keyword search unit enabling searching of a program to be downloaded through keyword search after the product model is selected on said model menu screen, wherein said download service unit also downloads, to the user computer, the program searched by said keyword search unit.

13. A customer support system for providing customer support service with respect to a consumer product using an Internet, said customer support system comprising:

an Internet host;

a customer support server containing customer support means for providing the customer support service with respect to a consumer product via said Internet host, and a database for storing product-related information to be used by said customer support engine; and

a user computer including an Internet communications device for accessing said customer support server through the Internet to obtain the product-related information of the consumer product;

said customer support means of said customer support server including customer support software producing;

a gate page serving as a homepage of said customer support system, and providing a menu with respect to the customer support service;

a service page section providing at least the customer support service, and including usage guidance on the consumer product, according to a predetermined menu selected on said gate page;

a download page for downloading, to said user computer, software related to the consumer product; and

a frequently asked question (FAQ) page providing answers to most frequently asked questions and notifying the user of said answers via the user computer.

14. The customer support system of claim 13, wherein said service page section has a movement menu accommodating a direct movement between service pages when said service page section comprises at least two service pages.

15. The customer support system of claim 13, wherein said gate page comprises:

a Window name window;

a tool bar window providing a menu where an operation tool with respect to a Window can be selected;

an operation window providing a menu with respect to at least a customer support service;

a screen scroll bar window for scrolling said operation window; and

a Window task bar window.

16. The customer support system of claim 13, wherein said download page comprises:

a model menu screen unit providing a model menu screen illustrating a product model that a user can select;

a detailed item menu output unit displaying a detailed item menu including a plurality of utilities, various drivers and bundled software operationally usable with the product model selected on said model menu screen; and

a download service unit for downloading, to the user computer, a program corresponding to a detailed item selected from said detailed item menu.

17. The customer support system of claim 13, further comprising a keyword search unit enabling searching of a program to be downloaded through keyword search after the product model is selected on said model menu screen, wherein said download service unit also downloads, to the user computer, the program searched by said keyword search unit.

18. The customer support system of claim 13, wherein said frequently asked question page comprises:

a model menu screen unit providing a model menu screen illustrating a product model selected by the user;

a detailed item menu output unit providing a detailed item menu classifying disorders and problems experienced by users during use of consumer products into detailed items by models, and displaying said classified detailed items when the product model is selected on said model menu screen;

an inquiry content menu output unit displaying a menu consisting of prepared inquiry contents with respect to a detailed item selected from said detailed item menu; and

a question and answer service unit providing information on answers and measures corresponding to a question selected from said inquiry content menu.

19. The customer support system of claim 18, further comprising a keyword search unit enabling searching of inquiry contents through keyword search when the product model is selected on said model menu screen, wherein said inquiry content menu output unit also displays, on the user computer, inquiry contents corresponding to a keyword searched by said keyword search unit.

20. A customer support system for providing customer support service with respect to a consumer product using an Internet, said customer support system comprising:

a customer support server including customer support means for providing the customer support service with respect to a consumer product, and a database for storing product-related information to be used by said customer support means; and

a user computer including Internet communications means accessible to said customer support server through the Internet for providing access to the product-related information of the consumer product;

said customer support means of said customer support server comprising a gate page, as a homepage of said customer support system, for providing a menu with respect to the customer support service, and a service page section for providing at least the customer support service, including usage guidance on the consumer product, according to a predetermined menu selected on said gate page;

wherein said service page section further comprises a download page for downloading, to said user computer, software related to the consumer product; and

wherein said download page comprises a model menu screen unit providing a model menu screen enabling a user to select a product model;

said system further comprising a keyword search unit enabling searching of a program to be downloaded through keyword search after the product model is selected on said model menu screen, wherein said download service unit also downloads, to the user computer, the program searched by said keyword search unit.

21. The customer support system of claim 20, wherein said service page section further comprises a frequently asked question page for providing prewritten answers to most frequently asked questions to the user.

22. The customer support system of claim 20, further comprising a detailed item menu output unit displaying a detailed item menu including various utilities, various drivers and bundled software which are required for the product model selected on said model menu screen;

wherein said detailed item menu is realized by a multi-step menu driving method.

23. A graphical user interface for providing product support service for a consumer product over a communication network, comprising:

a hierarchically arranged plurality of user interface pages including a main user interface page accessible by a consumer through said communication network, said main user interface page having at least a name window portion for displaying a title of said main user interface page, an operation window portion for displaying a main menu having at least one selectable menu item, a tool bar portion for displaying at least one selectable operational tool for operating upon said operation window portion, and a screen scroll bar portion for providing navigation over said operation window portion;

wherein said hierarchically arranged plurality of user interface pages further includes a support service user interface page, said at least one selectable menu item comprising a hypertext link to said support service user interface page, said support service user interface page allowing said consumer to identify said consumer product, and providing at least usage guidance relative to said identified consumer product.

24. The graphical user interface according to claim 23, wherein:

said consumer product comprises a computing device; and

wherein said hierarchically arranged plurality of user interface pages further includes a download page for allowing said consumer to download at least one software item related to said computing device, said at least one selectable menu item comprising a hypertext link to said download page.

25. A method of providing product support service for a consumer product over a communication network, comprising the steps of:

providing a graphical user interface comprising a hierarchically arranged plurality of user interface pages including a main user interface page accessible by a consumer though said communication network, said main user interface page having at least a name window portion for displaying a title of said main user interface page, an operation window portion for displaying a main menu having at least one selectable menu item, a tool bar portion for displaying at least one selectable operational tool for operating upon said operation window portion, and a screen scroll bar portion for providing navigation over said operation window portion;

wherein said hierarchically arranged plurality of user interface pages further includes a support service user interface page, said at least one selectable menu item comprising a hypertext link to said support service user interface page, said support service user interface page allowing said consumer to identify said consumer product, and providing at least usage guidance relative to said identified consumer product.

26. The method of providing product support service according to claim 25, wherein:

said consumer product comprises a computing device; and

wherein said hierarchically arranged plurality of user interface pages further includes a download page for allowing said consumer to download at least one software item related to said computing device, said at least one selectable menu item comprising a hypertext link to said download page.

27. A computer readable storage medium having stored thereon a set of instructions for implementing a method of providing product support service for a consumer product over a communication network, said set of instructions comprising at least one instruction for:

providing a graphical user interface comprising a hierarchically arranged plurality of user interface pages including a main user interface page accessible by a consumer through said communication network, said main user interface page having at least a name window portion for displaying a title of said main user interface page, an operation window portion for displaying a main menu having at least one selectable menu item, a tool bar portion for displaying at least one selectable operational tool for operating upon said operation window portion, and a screen scroll bar portion providing navigation over said operation window portion;

wherein said hierarchically arranged plurality of user interface pages further includes a support service user interface page, said at least one selectable menu item comprising a hypertext link to said support service user interface page, said support service user interface page allowing said consumer to identify said consumer product, and providing at least usage guidance relative to said identified consumer product.

28. The computer readable storage medium according to claim 27, wherein:

said consumer product comprises a computing device; and

wherein said set of instructions further comprises at least one instruction for providing said hierarchically arranged plurality of user interface pages which further includes a download page for allowing said consumer to download at least one software item related to said computing device, said at least one selectable menu item comprising a hypertext link to said download page.