Achieving customer service efficiency through web-based help desk system
by R.-S. Chen, C.C. Chen, S.-W. Chang
International Journal of Computer Applications in Technology (IJCAT), Vol. 17, No. 2, 2003

Abstract: The internet and knowledge economy era is coming, and enterprises are facing more challenges and new opportunities than before. One of the key success factors of enterprises is keeping innovation, getting products in the market on time and satisfying the customers' needs. However, the key persons to maintain innovation of new products are research and development (R&D) engineers in the enterprises. The enterprises not only need to satisfy outside customers' needs but also need to satisfy inside customers, R&D engineers, to encourage them to work hard for the enterprise and keep developing new products. This research refers the concepts of customer service in customer relationship management (CRM), and knowledge management (KM) to analyse and understand the needs of internal customers inside the enterprise, and realise the competence sets of supporting group in the enterprise. We design and implement a web-based help desk system to serve internal customers and upgrade the efficiency and effectiveness of supporting groups and to solve the problem of staffs' knowledge and experience not being accumulated. The results of this research can reduce the cost and manpower of the services.

Online publication date: Wed, 16-Jul-2003

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