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Help Forum System using Remote Control S/W

IP.com Disclosure Number: IPCOM000015268D
Original Publication Date: 2001-Dec-30
Included in the Prior Art Database: 2003-Jun-20
Document File: 3 page(s) / 179K

Publishing Venue

IBM

Abstract

DIsclosed is a new concept of help forum system. There are following 3 players. 1. Help Forum Sponsor 2. Helper 3. Help requester A person who need help

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Help Forum System using Remote Control S/W

DIsclosed is a new concept of help forum system. There are following 3 players.
1. Help Forum Sponsor
2. Helper
3. Help requester ( A person who need help )

Help Forum Sponsor may be a Computer Manufacturer or an Application Software company. The sponsor company has to invest big money to establish customer help center, and has to keep a lot of call takers. In this help forum system, the sponsor company provides infrastructure such as the help forum's server machines, and manage it instead of establishing 24 hours customer help center. A help requester visits this forum and choose a helper to request some help. The helper can assist the help requester using remote control tool. After solving the requester's problem, this system allows the help requester to pay some money to the helper directly.

The advantages of this system :

For Help Forum Sponsor

1. The sponsor can offer service even after the regular customer help center closed.
2. The sponsor can obtain good customer satisfaction for its procust due to this forum system.
3. The sponsor can save money rather than investment for 24 hours customer help center.
For Helper

1. Helper can provide direct help for others by using his/her knowledge. In some case, he/she can earn money.
2. Helper can provide a help at his/her convenient time.
For Help requester

1. Help requester can get a help even after the regular customer help center closed.
2. Help requester can get direct support by using remote control. This kind of support is sometimes much easier to understand the content than documentation in the text forum.

Comparison with an existing solution:

The existing help services are a customer service center and user forum. The customer service center employs call takers and technical staff who can analyze customer's problem. This costs a lot. Almost all customer service center's phone is always busy. The customer service center often has acceptance time range, such as From 9:00AM to 18:00PM. The main usage time is not day time, but evening till night time for home computer users,...