Method and system providing customer product support
First Claim
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1. A method for providing customer support comprising:
- a) providing a plurality of categories to a user to select from for solving a product support problem by type of problem;
b) providing an interface to said user to input a symptom related to said product support problem in response to receiving a category selection from said user; and
c) providing a solution based on said symptom received from said user.
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Abstract
A method and system for providing customer support. Problem-type categories are provided to a user to select from for solving a product support problem. The user is also provided an interface to input a symptom related to the product support problem, in response to receiving the user'"'"'s category selection. The user is provided a solution based on the symptom received from the user.
22 Citations
20 Claims
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1. A method for providing customer support comprising:
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a) providing a plurality of categories to a user to select from for solving a product support problem by type of problem;
b) providing an interface to said user to input a symptom related to said product support problem in response to receiving a category selection from said user; and
c) providing a solution based on said symptom received from said user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system for providing customer support comprising:
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an engine operable to provide a plurality of problem-type categories to a user to select from for solving a product support problem;
a process on said engine which provides an opportunity to said user to input a symptom related to said product support problem, and wherein said engine provides a solution based on said symptom.
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10. The system of claim 10, further comprising:
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a database of documents coupled to said engine, said documents describing solutions to product support related problems; and
wherein said engine is further operable to search said database for said solution. - View Dependent Claims (11, 12, 13)
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14. A computer readable medium having stored thereon instruction which when executed on a general purpose processor implement a method for providing customer product support, said method comprising:
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a) providing a plurality of problem type categories to a user to select from for solving a product support problem;
b) allowing said user to choose between entering a symptom and entering product information; and
c) providing to said user a solution based on said user-entered information in said b) and a problem type category selection in said a). - View Dependent Claims (15, 16, 17, 18, 19, 20)
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Specification