WO2003023649A1

WO2003023649A1 - Customer support method and system

Info

Publication number: WO2003023649A1
Application number: PCT/AU2002/001267
Authority: WO
Inventors: Alexander James Hartman; Bradley Peter Lancken
Original assignee: Xl Tel Pty Ltd
Priority date: 2001-09-13
Filing date: 2002-09-13
Publication date: 2003-03-20

Abstract

The present invention relates to a customer support method and system, and particularly to a method and system for providing customer support to computer users. In one form, a method of providing a customer support service is provided, comprising the steps of recording a given problem and an identified solution to the given problem in an electronic database, interrogating a customer's computing means to obtain diagnostic data, and comparing the diagnostic data to the recorded given problem, in order to determine whether the recorded identified solution applies to the customer. A customer support service provider services a plurality of customers, and diagnostic data of a computing means of each customer is stored in the or in a further electronic database. A client application is provided to the customer, operable to obtain diagnostic data from the customer's computing means and to communicate the diagnostic data to the electronic database. The invention also embraces a system for providing a customer support service, a customer support client application for residing on a customer's computing means and for obtaining diagnostic data from the computing means, and a server application for providing a customer support service.

Description

CUSTOMER SUPPORT METHOD AND SYSTEM

FIELD OF THE INVENTION

The present invention relates to a customer support method and system, and particularly to a method and system for providing customer support to computer users. DESCRIPTION OF THE PRIOR ART

Customer support has become an increasingly popular and important service offered by businesses to their customers. Customer support is commonly provided in relation to computer hardware or software, as users of such products often require assistance to fully utilise such complex products. To provide a customer support service, businesses usually provide a customer support centre in which customer support staff respond to enquiries made by customers eligible for customer support. Customers may become eligible for customer support merely by purchasing the product, or alternatively may be required to purchase a customer support 'plan' entitling the customer to customer support in respect of the product they have purchased. Customers typically make enquiries over the telephone, although many current customer support services also allow customers to make e-mail or facsimile enquiries to customer support staff.

While a customer support service can provide ongoing revenue for businesses, the provision of a customer support centre and customer support staff also involves ongoing costs. Further, as a result of the recent and rapid growth of the customer support industry, many customer support centres operate inefficiently, and in the areas of computer hardware and software it can be difficult to obtain customer support staff with both the necessary customer relations skills and relevant product expertise. This is particularly so given the rapid proliferation and increasing diversity of computing products on the market requiring customer support services. US patent 6,260, 048 (Hewlett-Packard Company) describes a technical support incident resolution facility for handling unexpected results which occur during usage of computer software products, employing diagnostic knowledge tree databases. A subset of the diagnostic knowledge trees is downloaded to become resident on a client machine, the subset depending on the products supported within that client environment. That subset can then be used to supply diagnostic information to the client when incidents occur. The facility therefore enables client-side assistance, and the client's help desk system can be issued with a 'trouble ticket' to describe problems encountered which the resident application cannot resolve. Since the facility requires the downloading of the diagnostic knowledge tree subset to the client environment, the capabilities and functionality of the client machine are critical, and analysis of the diagnostic information by the end-user is required. The customer therefore needs significant involvement with the problem solving process. Such an approach is unlikely to be appropriate in all situations, particularly in situations where end-users have limited knowledge about the hardware and software systems they are utilising. Any discussion of documents, acts, materials, devices, articles or the like which has been included in the present specification is solely for the purpose of providing a context for the present invention. It is not to be taken as an admission that any or all of these matters form part of the prior art base or were common general knowledge in the field relevant to the present invention as it existed before the priority date of each claim of this application.

SUMMARY OF THE INVENTION

According to a first aspect, the present invention resides in a method of providing a customer support service, the method comprising the steps of: recording a given problem and an identified solution to the given problem in an electronic database; interrogating a customer's computing means to obtain diagnostic data; and comparing the diagnostic data to the recorded given problem, in order to determine whether the recorded identified solution applies to the customer.

As given problems arise over time, and identified solutions for each such given problem are determined, each given problem and the respective identified solution or solutions are preferably stored in the electronic database, so as to progressively build a repository of problem and solution information. By storing given problems and respective identified solutions in an electronic database, the present invention enables the central repository of information to grow and evolve over time, and may assist in significantly reducing the operating overheads of a customer support service provider.

The diagnostic data of the customer's computing means is preferably stored in an electronic database, which may be the same electronic database in which the given problems and identified solutions are stored. This can avert the need to obtain diagnostic data from a customer's computing means every time it is desired to assess the status of that customer's computing means. The diagnostic data obtained from the user's computing means preferably comprises hardware diagnostic data and software diagnostic data. In more detail, the diagnostic data may comprise data such as is available via applications such as Win NT Diagnostics, Win9X System Info, or equivalent OS tools. That is, the diagnostic data may comprise data relating to a browser (version, start page, security settings etc), data relating to a modem, Internet connection data such as connection type and speed, display data, storage device data relating to hard drives, for example with full details including drive type, total size and free space, data relating to the most recent boot and boot type (e.g. safe mode or normal boot), peripheral device data such as scanner and printer data, including detailed properties of each, hard drive status data including level of fragmentation and the presence of any corruption (which can take longer to determine), data providing a list of installed software applications with versions, date installed, serial number, etc., and data relating to the customer including customer name and number, and associated company name.

Preferably, the method of the present invention is performed by a customer support service provider servicing a plurality of customers, wherein diagnostic data of a computing means of each customer is stored in the electronic database along with the problem and solution information.

The method of the first aspect of the invention preferably further comprises providing a client application to the customer, the client application being operable to obtain diagnostic data from the customer's computing means and to communicate the diagnostic data to the electronic database. This may be carried out by sending an electronic storage medium, such as a CD ROM or floppy disc, storing the client application to the customer for installation, or by down-loading the client application to the customer's computing means over the Internet. Preferably, updates to the client application may also be sent to the customer, which may be advantageously carried out automatically, without customer intervention, over the Internet when the client application detects that the customer's computing means is connected to the Internet. It should be noted that, although the diagnostic tool to interrogate the client machine can be provided to or resident in the customer's computing means, the database storing the problem and solution information is maintained on a central repository held by or accessible to the customer support service provider, in order to centralise the problem solving activity with the customer support service provider.

In accordance with the first aspect of the present invention, the step of comparing may be carried out by the customer, for example by accessing the electronic database over the Internet to search for an identified solution to a problem they may have.

Alternatively, the step of comparing may be carried out by a customer support service provider, in "which case the diagnostic data should be communicated to the customer support service provider to enable the step of comparing to be carried out. In such embodiments, the step of comparing may be carried out by the customer support service provider with or without a specific request by the customer. For example, in response to an enquiry by the customer, the step of comparing may be carried out by a customer support staff member. Alternatively, as a service to customers, the customer support service provider may obtain the diagnostic data from the customer's computing means without customer involvement, in order to carry out the step of comparing so as to identify any problems which may apply to the customer. The customer support service provider may choose to inform the customer that such a process has been carried out only upon a determination that a problem does apply to that customer.

Further, the step of comparing may be carried out by an automated process. That is, the diagnostic data may be compared to the recorded given problem by a computing means undertaking predetermined steps in order to determine whether the recorded identified solution applies to the customer. Such embodiments of the invention may be implemented to provide a simple level of initial screening, that is, in order to identify relatively simple problems which a customer may have, before it is necessary to involve customer support staff and/or the customer. For example, where the diagnostic data indicates that a particular printer is attached to the customer's computing means, the automated process may ascertain whether an appropriate printer driver is installed on the customer's computing means.

However it is to be appreciated that an automated process may be significantly more sophisticated in order to carry out a more rigorous comparison, potentially enabling the automated detection of highly complex problems, particularly as an increasing number of given problems and respective identified solutions are recorded in the electronic database.

Where the step of comparing is carried out by an automated process, the automated process preferably further comprises using the recorded identified solution information to address a given problem. For instance, where a printer driver is absent from a customer's computing means, the automated process may remotely install an appropriate printer driver. Again, while a problem of this type may be relatively simple to identify and resolve, it is to be appreciated that the automated process may be highly sophisticated in order to identify a given problem, ascertain an identified solution to that problem, and carry out the identified solution, partially or entirely without the need for direct human intervention.

In preferred embodiments of the present invention, the method preferably further comprises the step of using the recorded identified solution information to address a customer's enquiry or problem. This step may be performed by a customer support staff member, who may verbally inform the customer how their enquiry or problem may be resolved. Further, this step could be carried out without direct customer involvement, for example by the customer support staff remotely "taking over" the customer's computing means to implement the identified solution. Alternatively, the customer may access the recorded identified solution information over the Internet and implement the identified solution without direct involvement from the customer support service provider.

Similarly, customers may telephone a customer support service number, and select options in a PABX without the need for customer service staff involvement.

According to a second aspect, the present invention resides in a system for providing a customer support service, the system comprising: an electronic database for recording a given problem and an identified solution to - the given problem; means for interrogating a customer's computing means to obtain diagnostic data; and means for accessing the electronic database, for comparison of the diagnostic data to the given problem, in order to determine whether the recorded identified solution applies to the customer. Preferably, as given problems arise over time, and identified solutions for each such given problem are determined, each given problem and the respective identified solution or solutions are preferably stored in the electronic database, so as to build a repository of problem and solution information. By storing given problems and respective identified solutions in an electronic database, the present invention enables the repository of information to grow and evolve over time, and may assist in reducing the operating overheads of a customer support service provider implementing the system of the present invention.

The electronic database preferably also records the diagnostic data of the customer's computing means. This can avert the need to obtain diagnostic data from the customer's computing means every time it is desired to assess the status of that customer's computing means. The diagnostic data obtained from the user's computing means preferably comprises hardware diagnostic data and software diagnostic data. In more detail, the diagnostic data may comprise data such as is available via applications such as Win NT Diagnostics, Win9X System Info, or equivalent OS tools. That is, the diagnostic data may comprise data relating to a browser (version, start page, security settings etc), data relating to a modem, Internet connection data such as connection type and speed, display data, storage device data relating to hard drives, for example with full details including drive type, total size and free space, data relating to the most recent boot and boot type (e.g. safe mode or normal boot), peripheral device data such as scanner and printer data, including detailed properties of each, hard drive status data including level of fragmentation and the presence of any corruption (which takes longer to determine), data providing a list of installed software applications with versions, date installed, serial number, etc., and data relating to the customer including customer name and number, and their company name.

Preferably, the electronic database records diagnostic data of each computing means of a plurality of customers.

The means for interrogating preferably comprises a client application for provision to the customer, the client application being operable to obtain diagnostic data from the customer's computing means and to communicate the diagnostic data to the electronic database. The means for accessing may permit a customer to access the electronic database in order to compare their diagnostic data to given problems recorded in the database, in order to determine whether the recorded identified solution is appropriate for the customer. For instance, the means for accessing may comprise a portal to the database accessible by the customer over the Internet, or may comprise a PABX operable to accept user selections. Alternatively or additionally, the means for accessing may permit staff of a customer support service provider to access the electronic database, for instance on behalf of a customer, in order to compare diagnostic data to given problems recorded in the database, in order to determine whether the recorded identified solution is appropriate for the customer. The means for interrogating is preferably operable to obtain diagnostic data without customer involvement, for instance to enable customer support staff to carry out the step of comparing so as to identify any problems which may apply to the customer.

The system of the present invention preferably further comprises means for remote access to the computing means of a customer, in order to enable customer support staff to remotely "take over" the customer's computing means to implement an identified solution.

Further, the means for accessing may be automated in a manner to allow comparison of the diagnostic data to the given problem, partially or entirely without the need for direct human involvement. For instance, the means for accessing may comprise a computing means undertaking predetermined steps in order to determine whether the recorded identified solution applies to the customer. The automated means for accessing may be implemented in a manner to provide a simple level of initial screening, that is, in order to identify relatively simple problems which a customer may have, before it is necessary to involve customer support staff and/or the customer. Alternatively, the automated means for accessing may be more highly sophisticated in order to carry out a more rigorous comparison in order to enable automated detection of more highly complex problems. Again, this is likely to be assisted as an increasing number of given problems and respective identified solutions are recorded in the electronic database.

In embodiments of the system of the second aspect of the present invention comprising an automated means for accessing, the system preferably further comprises automated means for accessing the customer's computing means in order to implement a recorded identified solution, for instance in order to remotely and automatically configure or alter the settings of the customer's computing means or to remotely install software.

According to a third aspect the present invention provides a customer support client application for residing on a customer's computing means and for obtaining diagnostic data from the computing means, the client application operable to communicate the diagnostic data to a central server for comparison of the diagnostic data to a given problem recorded in an electronic database, in order to determine whether an identified solution to the given problem stored in the electronic database applies to the customer.

The client application is preferably operable to repeatedly obtain the diagnostic data and to communicate the obtained diagnostic data to the central server. For instance, the client application may be operable to obtain diagnostic data every day, every week or every month. Alternatively, the client application may obtain diagnostic data every time the computing means is turned on, or at other intervals. The client application is preferably operable to communicate the diagnostic data to the central server over the Internet, and may do so automatically, without the direct involvement of the customer, for example upon detecting that an Internet connection has been established. The client application may be operable to prompt a user of the computing means to establish an Internet connection upon detecting that an Internet connection does not exist.

Further, the client application is preferably able to be updated, such that new versions of the client application or patches to the existing client application may be installed on the customer's computing means. Advantageously, the client application may be automatically updateable over the Internet, which preferably occurs automatically, without the need for the customer to actively trigger the update to occur. For example, the client application may automatically check over the Internet whether an updated version of the client application or a patch to the existing client application has become available. The client application may then self-update by down-loading the new version or the patch, without direct customer involvement.

The client application is preferably able to be customised by the customer. For example, the customer may choose to prevent certain elements of diagnostic data from being obtained from their computing means, may choose to allow the client application to obtain additional information, or may choose the regularity with which the client application obtains diagnostic data from the computing means. Further, the client application may allow a user of the computing means to trigger the process of obtaining diagnostic data from the computing means. This may be desirable where the customer intends to use a customer support service and wishes the most up-to-date diagnostic data to be used for that service.

According to a fourth aspect the present invention resides in a server application for providing a customer support service, the server application: being operable to receive diagnostic data obtained from a customer's computing means; and being operable to access a database recording a given problem and an identified solution to that problem, for comparison of the diagnostic data with the given problem, in order to determine whether the identified solution applies to the customer.

The server application is preferably operable to record the diagnostic data of the customer's computing means in the electronic database. This can avert the need to obtain diagnostic data from a customer's computing means every time it is desired to assess the status of that customer's computing means. The diagnostic data obtained from the user's computing means preferably comprises hardware diagnostic data and software diagnostic data. In more detail, the diagnostic data may comprise data such as is available via applications such as Win NT Diagnostics, Win9X System Info, or equivalent OS tools. That is, the diagnostic data may comprise data relating to a browser (version, start page, security settings etc), data relating to a modem, Internet connection data such as connection type and speed, display data, storage device data relating to hard drives, for example with full details including drive type, total size and free space, data relating to the most recent boot and boot type (e.g. safe mode or normal boot), peripheral device data such as scanner and printer data, including detailed properties of each, hard drive status data including level of fragmentation and the presence of any corruption (which takes longer to determine), data providing a list of installed software applications with versions, date installed, serial number, etc., and data relating to the customer including customer name and number, and their company name. Preferably, the server application receives the diagnostic data from a client application over the Internet. The server application is preferably operable to communicate updates or patches of the client application over the Internet for installation on a customer's computing means.

Preferably, the server application is operable to carry out the comparison of the diagnostic data to the recorded given problems. Such embodiments enable at least some level of automated data analysis to be carried out without the need for direct human involvement. Alternatively or additionally, the server application may be operable to communicate the recorded problem and solution information to a customer and/or to a customer support staff member, for comparison of the diagnostic data with recorded given problems, in order to determine whether an identified solution applies to the customer. While it is to be expected that customer problems may remain to which a solution has not been identified, thereby necessitating the involvement of customer support staff and/or on-site representatives, it will be appreciated that the present invention may significantly reduce the occurrence of such problems, and accordingly may avoid the costs associated with the involvement of customer support staff and on-site visits in relation to problems to which a solution already exists. Even when such problems do arise, it can be expected that the diagnostic data of the customer's computing means will be available for analysis prior to the involvement of the customer support staff or prior to an on-site visit. Such advance knowledge may reduce the time required on-site and may increase service quality for the customer. The present invention may be applied such that all persons who buy a given product from a given company are considered customers eligible for customer support. Alternatively, the present invention may be used to provide customer support only to customers who pay for customer support, for instance by way of annual payments or by way of one-off service fees. Further, the present invention may be particularly useful to a customer support outsourcing company, given that gathered problem and solution information obtained from customers of a first client of the out-sourcing company may be equally applicable to customers of a second client of the out-sourcing company. Accordingly, based on problem and solution information obtained from customers of the first client of the out- sourcing company, the customer support out-sourcing company may be advantageously positioned to provide customer support out-sourcing services to the second client -of the out-sourcing company.

Further, the present invention may enable a substantially uniform level of customer support service to be provided. Whereas present customer support service levels depend largely on the particular customer support staff member receiving a customer enquiry, the storage of problem and solution information in a database in accordance with the present invention enables a best-known solution to be provided to a customer, regardless of the relative skills, experience and knowledge of each customer support staff member.

The term "computing means" is to be understood to relate not only to personal computers such as desktop computers and laptop computers, but is also used herein to refer to other computing means to which the present invention is applicable, such as personal organisers and cellular telephones.

Further, while the central server and the electronic database for recording the problem and solution information may be implemented on a single physical device, it is to be appreciated that portions of the central server and/or the electronic database may be implemented on separate physical devices while still falling within the scope of the present invention. BRIEF DESCRIPTION OF THE DRAWINGS

Examples of the invention will now be described with reference to the accompanying drawing, Figure 1, illustrating a system for providing customer support in accordance with the present invention. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

Figure 1 shows a system 10 for providing customer support in accordance with the present invention. Briefly, the illustrated components shown include a customer support service centre implemented by a customer support service provider, the customer support service centre including central server 11 including server components such as a FileMaker Web server 11a, a HelpDesk Web server lib, a Mail, DNS and file server lie and a billing server lid, central server being accessible via IVR (interactive voice response) server 12a and CTI unit 12b by a plurality of Help Desk PCs and telephone handsets 13. The customer support service centre further includes PABX 14 and router 15. SMS Modem 16 allows on-site consulting data to be sent to a consultant's cellphone 17. Information from a customer's computer 18 can be passed to the central servers.

In more detail, the electronic database maintained at or accessible to the customer support service centre stores a complete profile of every member of the customer support service provider's support plan, including member personal details and computer hardware and software diagnostics. As an increasing number of customer problems are identified and resolved, problem resolution data will be collected in the database. The database thus becomes over time a central repository of both diagnostic data knowledge and solution information. All problem resolutions are documented on the database and available for perusal by members on-line. As it evolves, this database can lead to significant reduction in the operating overheads of servicing the customers of the customer service provider.

The customer service provider is able to utilise the recorded database information to analyse a member's local machine diagnostic data and compare this with known solutions for similar configurations and reported problems. Such analysis may be carried out manually by customer support service staff, or may be carried out by an automated process.

At the client side, customers of the customer service provider receive a version of a client application either on a floppy disc, a CD-ROM or down-loaded from the Internet. The client application interrogates the local machine 18 and compiles a detailed list of diagnostics data. This data is then up-loaded to the electronic database stored on server 11. Members' system data are visible to customer support staff in conjunction with other member-specific data such as membership details, number of calls for assistance and so forth. When installed, the client application initially requests the member's membership details, including name and member number. Optional settings allow users to define the client application's level of intrusiveness on the member's local machine 18. The client application repeats the interrogation process on the local machine at a specified interval and regularly up-loads new diagnostics data to the server. -The client application is also able to dynamically update itself over the Internet as new versions of the client application are released.

In preferred embodiments of the invention, the client application is designed to perform the following primary functions: interrogate the local (host) computer 18 for system diagnostics data, and repeat at set intervals such as monthly; generate up-load files containing the obtained diagnostic data; send such up-load files over the Internet to central server 11; dynamically self-update over the Internet; and provide a user-friendly interface with settings which allow the user to control the level of intrusiveness.

The diagnostic data collected by the client application is preferably consistent across all operating system types, and should include the following data: all data available via Win NT Diagnostics, Win9X System Info, or equivalent OS tool; browser details (version, start page, security settings etc); modem details; Internet connection type and speed; display details; all storage devices (e.g. hard drives) with full details including drive type, total size and free space; user details including name, membership details and company name; most recent boot and boot type (e.g. safe mode or normal boot); peripheral device details such as scanners and printers, including detailed properties of each; status of hard drives, level of fragmentation, any corruption (this takes longer to determine); and a list of installed software applications with versions, date installed, serial number, etc.

The client application installed on customer computer 18 collates the diagnostic data into an acceptable format and up-loads it to the central server database. This should be performed within a minimum timeframe and preferably in a manner which is invisible to the user, although some CPU drainage is to be expected. If no Internet connection (including dialup RAS or LAN) is available when the client application tries to up-load the diagnostics data, the client application either prompts the user to establish Internet connectivity, or waits until a connection is available.

Once Internet connectivity is established, the client application up-loads the data to central server 11 using the correct proxy settings (if any) for the PC 18 and connection. Such an up-load may be designed to occur only at a time of low user activity so as to cause minimal disruption to other applications. The client application preferably interfaces directly with the server database. The database and the client application are then able to cooperate to fix problems without human intervention, if appropriate in the given circumstances. That is, an automated process may be carried out to analyse the diagnostic data of the customer's computing means, in order to automatically identify a given problem and a respective identified solution to that given problem, and in order to automatically implement the given solution.

The client application is further able to update itself as new client application versions are developed. This may be performed dynamically without user knowledge or following a prompt for user acceptance of the update. New client releases may include solutions to repetitive problems which have been encountered and recorded on the database. The new client versions automatically checks for such problems and offers to fix these without the user having to initiate a service call or manually run the client diagnostics. The client application preferably allows users to view and edit a range of settings via a Settings Window. These settings may determine how the client application software interacts with the machine 18. These settings may include: how often to check for software updates; how often to send information to the server; what information may be sent to the server, and so on. Further, the client application may incorporate support for remote diagnosis of members' machines. This may be achieved using the free Olivettit VNC program or a similar application. In this manner, customer support staff will be able to remotely view the member's screen, type on their keyboard and use their mouse without needing to visit on- site. Such remote diagnosis would of course only be performed with the user's consent. The database on central server 11 and other backend components will be required to support all the functionality for the client application as described above. This will include: registration and storage of new member's personal data; up-loading and storage of members' system data whenever the client application diagnostics program is run; alterations to existing members' personal and system data; dynamic updating of the client application software via Internet down-loads; and customer access to the diagnostic data and problem resolution database. From a backend infrastructure view, the two primary components of the customer support service centre are the X-platform based Filemaker Server 11a, which interfaces with the client application and customer relationship management/billing capability, and the PC based Call Centre/Helpdesk Server lib, which serves up the solutions to problems for the help desk operators and a web site provided by the customer support service provider.

The Billing Server will lid provides customer billing functionality, while the Mail, DNS and file server 1 lc provides Mail, DNS and file functionality.

The customer support service centre further includes PABX 14 integrated with the backend database, enhancing service delivery. The PABX 14 supports a plurality of separate incoming phone lines with the following functionality: help desk number - incoming calls for technical help, including requests for on-site visits; sales/customer relations number - new membership enquiries, membership renewals and non-technical member support; field technicians number - automated acceptance of on-site visits, invoice processing for on-site visits, technical support and access to sales consultants; and the like.

For example, a member may dial a 13NNNN number provided on their membership card, enter their membership number and either speak to a service representative or book an on-site visit. When a customer requests on-site attendance, three consultants are automatically identified by geographic proximity and contacted via their preferred method (Fax, email or SMS), for example using SMS modem 16. If one of these does not respond in the affirmative within 20 minutes (and accepts the job via Phone or Web), the next closest three consultants are contacted, and so on until the job is accepted. Consultants can automatically accept the job by dialling another number of the customer support service centre, and entering their consultant number, whereupon job details are conveyed to them direct from the database. Consultants can also process their invoices or access higher-level technical support in this manner.

The PABX 14 preferably offers automated keypad responses to enable members and prospective members to indicate their status and requirements to some extent prior to the involvement of customer support staff. Further, the PABX may allow members to carry out some level of access of the problem and solution database using automated keypad responses. Such functionality of the PABX may be implemented as described below.

For a Help Call, the member calls 13NNNN, and when the phone is answered: "Welcome! If you are a member, please enter your membership number now

<PAUSE> If you are not a member, please hold the line." If member:

"We are now directing your call to a support representative familiar with your computer. If you would like to book an on-site visit from a consultant directly, please press 1." Server 12 queries the FileMaker database for the member's membership level and the call is diverted to either standard call queue or priority operators depending on their membership level.

Similarly, for sales calls, a customer calls 13NNNN, and when the phone answered: "Welcome! If you would like to become a member, please press 1. If you would like to renew your membership please press 2. If you would like to speak with a service representative, please press 3."

1 Pressed: Divert call to sales representative.

2 Pressed:

"Thank you for choosing to renew your membership. Please enter your membership number now. Please enter your credit card number now. Please enter the four digit expiry date now. Please enter the amount you would like to pay now."

3 Pressed: Divert call to service representative.

Finally, the PABX 14 may process on-site call requests as follows. "Welcome! To accept an on-site visit press 1. To process your on-site visit please press 2. For technical support press 3. For sales press 4."

1 Pressed:

"Please enter your eight digit consultant number. Please enter the seven digit job number." "You have been assigned to the job. Your confirmation number is 123456. Please hold for directions" Interrogate Filemaker database.

2 Pressed:

"Please enter your eight digit consultant number. Please enter the seven digit job number. Please enter the time to be billed, in minutes. Please put the member on this call" "Thank you for using on-site support. Please enter your membership number now." "Please enter your credit card number now." "Please enter the four digit expiry date now." "Please enter the amount you would like to pay now." "Thank you. A tax invoice and receipt of payment will be sent in the next seven days." Interrogate Filemaker, if member has credit card authority on file "Please enter your PIN number now. Please enter the amount you would like to pay now." 3 Pressed:

"Please enter your consultant number. Please enter the member number."

4 Pressed: Divert call to sales representative.

It has been realised that customer support staff often follow a repetitive, tedious procedure in order to provide the required customer support, for example to identify and solve a customer's problem. For instance, customer support staff may need to establish, for every customer, that the customer is familiar with basic elements of their computer and the manner of operating their computer and peripherals such as the keyboard and mouse. The customer support staff may need to establish simple facts such as whether the customer's computer is turned on, has been correctly configured, that software has been correctly installed, appropriate peripheral devices such as a mouse, keyboard, soundcard and the like have been attached, and so on. Further, once a problem has been identified, the solution often turns out to be of an elementary nature, yet has required a significant amount of time, and therefore cost, to identify. The present invention can provide significant assistance in alleviating these problems.

The customer support service centre is equipped with an internal electronic management system (such as an intranet) interfacing with both the database and the call management system, to allow staff members to track statistics such as upload incidence and time. This also allows real time and integrated access to member lists, transaction reports, onsite assignments etc. Further functionality of the system and method of the invention addresses issues such as call escalation, monitoring and transitioning procedures.

Throughout this specification the word "comprise", or variations such as "comprises" or "comprising", will be understood to imply the inclusion of a stated element, integer or step, or group of elements, integers or steps, but not the exclusion of any other element, integer or step, or group of elements, integers or steps.

It will be appreciated by persons skilled in the art that numerous variations and/or modifications may be made to the invention as shown in the specific embodiments without departing from the spirit or scope of the invention as broadly described. The present embodiments are, therefore, to be considered in all respects as illustrative and not restrictive.

Claims

1. A method of providing a customer support service, comprising the steps of: recording a given problem and an identified solution to the given problem in an electronic database; interrogating a customer's computing means to obtain diagnostic data; and comparing the diagnostic data to the recorded given problem, in order to determine whether the recorded identified solution applies to the customer.

2. The method of claim 1, wherein diagnostic data of the customer's computing means is stored in an electronic database, the diagnostic data selected from the group of hardware diagnostic data and software diagnostic data.

3. The method of claim 2, wherein the diagnostic data of the customer's computing means is stored on the same electronic database which contains the recorded given problem and identified solution.

4. The method of any preceding claim, wherein the method is performed by a customer support service provider servicing a plurality of customers, wherein diagnostic data of a computing means of each customer is stored in the electronic database along with the problem and solution information.

5. The method of any preceding claim, including the step of providing a client application to the customer, the client application being operable to obtain diagnostic data from the customer's computing means and to communicate the diagnostic data to the electronic database.

6. The method of claim 5 including the step of updating the client application without customer intervention, by sending data over the Internet to revise the client application when the client application detects that the customer's computing means is connected to the Internet.

7. The method of any preceding claim, wherein the step of comparing is carried out by the customer accessing the electronic database over the Internet to search for an identified solution to a problem they have identified.

8. The method of any one of claims 1 to 7, wherein the step of comparing is carried out by a customer support service provider, the diagnostic data being communicated to the customer support service provider.

9. The method of claim 8, wherein the diagnostic data is communicated to the customer support service provider from the customer's computing means without customer involvement.

10. The method of any preceding claim, wherein the step of comparing is carried out by an automated process, the diagnostic data being compared to the recorded given problem by a computing means undertaking predetermined steps in order to determine whether the recorded identified solution applies to the customer.

11. The method of claim 10, including the step of using the recorded identified solution information to address the given problem without further human intervention.

12. The method of claim 10, including the step of the customer remotely accessing the recorded identified solution information over the Internet and implementing the identified solution.

13. A system for providing a customer support service, the system comprising: an electronic database for recording a given problem and an identified solution to the given problem; means for interrogating a customer's computing means to obtain diagnostic data; and means for accessing the electronic database, for comparison of the diagnostic data to the given problem, in order to determine whether the recorded identified solution applies to the customer.

14. The system of claim 13, including means for storing additional given problems and identified solutions in said electronic database, in order to build a repository of problem and solution information.

15. The system of claim 13 or claim 14, wherein the electronic database is configured to record diagnostic data of the customer's computing means, said diagnostic data selected from the group of hardware diagnostic data and software diagnostic data.

16. The system of claim 15, wherein the electronic database is configured to record diagnostic data of each computing means of a plurality of customers.

17. The system of any one of claims 13 to 16, wherein said means for interrogating comprises a client application for provision to the customer, the client application being operable to obtain diagnostic data from the customer's computing means and to communicate the diagnostic data to the electronic database.

18. The system of any one of claims 13 to 17, wherein said means for accessing is configured to permit a customer to access the electronic database so to compare their diagnostic data to given problems recorded in the database, in order to determine whether the recorded identified solution is appropriate for said customer.

19. The system of claim 18, wherein said means for accessing comprises a portal to the database accessible by the customer over the Internet.

20. The system of claim 18, wherein said means for accessing comprises a PABX operable to accept user selections.

21. The system of any one of claims 13 to 17, wherein said means for accessing is configured to permit staff of a customer support service provider to access the electronic database so to compare diagnostic data to given problems recorded in said database, in order to determine whether the recorded identified solution is appropriate for said customer.

22. The system of any one of claims 13 to 21, wherein the means for interrogating is operable to obtain diagnostic data without customer involvement.

23. The system of any one of claims 13 to 22, further comprising means for remote access to the computing means of a customer, in order to enable customer support staff to remotely control the customer's computing means to implement an identified solution.

24. The system of any one of claims 13 to 23, wherein the means for accessing are automated to allow comparison of the diagnostic data to the given problem, at least partially without the need for direct human involvement.

25. The system of claim 24, further comprising automated means for accessing the customer's computing means in order to implement a recorded identified solution.

26. A customer support client application for residing on a customer's computing means and for obtaining diagnostic data from the computing means, the client application operable to communicate the diagnostic data to a central server for comparison of the diagnostic data to a given problem recorded in an electronic database, in order to determine whether an identified solution to the given problem stored in the electronic database applies to the customer.

27. The client application of claim 26 operable to repeatedly obtain the diagnostic data and to communicate the obtained diagnostic data to the central server.

28. The client application of claim 26 or claim 27, operable to communicate the diagnostic data to the central server over the Internet.

29. The client application of any one of claims 26 to 28, operable to communicate the diagnostic data to the central server without the direct involvement of the customer.

30. The client application of any one of claims 26 to 29, operable to prompt a user of the computing means to establish an Internet connection upon detecting that an Internet connection does not exist.

31. The client application of any one of claim 26 to 30, operable to be updated on receipt of appropriate update data for installation on the customer's computing means.

32. The client application of claim 31, operable to self-update by downloading of said update information without direct customer involvement.

33. The client application of any one of claims 26 to 32 operable to be customised by the customer.

34. A server application for providing a customer support service, the server application: being operable to receive diagnostic data obtained from a customer's computing means; and being operable to access an electronic database recording a given problem and an identified solution to that problem, for comparison of the diagnostic data with the given problem, in order to determine whether the identified solution applies to the customer.

35. The server application of claim 34, operable to record the diagnostic data of the customer's computing means in the electronic database, said diagnostic data selected from the group of hardware diagnostic data and software diagnostic data.

36. The server application of claim 34 or claim 35, operable to receive the diagnostic data from a client application.

37. The server application of any one of claim 36, operable to communicate to the customer's computing means update data for said client application for installation on the customer's computing means.

38. The server application of any one of claim 34 to 37, operable to carry out the comparison of the diagnostic data to the recorded given problems without the need for direct human involvement.

39- The server application of any one of claim 34 to 37, operable to communicate the recorded problem and solution information to a customer and/or to a customer support staff member, for comparison of the diagnostic data with recorded given problems, in order to determine whether an identified solution applies to the customer.

40. The server application of any one of claim 34 to 38, wherein the electronic database for recording the problem and solution information is resident on the same physical device on which the server application is implemented.