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Full Project – Design and implementation of a dynamic customer support system

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CHAPTER ONE

INTRODUCTION

1.1 INTRODUCTION

The dynamic customer support is a service provider that provides both technical and logistic information to customers and solves technical problems by providing supports and information. To increase the productivity of people using information technology in a company, you need to provide an efficient and effective means to answer their questions and solve their problems. It sounds simple, but what lies at the heart of a customer care operation is a sophisticated database that contains all the information necessary to handle calls and massage reporting, asset management and problem resolution.

1.2 BACKGROUND OF STUDY

Customer Support otherwise called customer service is the provision of care to customers before, during and after a purchase. The Customer Service provider processes all customer issues which arise before, during and after the purchase of a product or service. It collects all types of enquiries from all channels of communication in order to provide all services efficiently in a standardized, traceable manner, which is of course oriented to the customers. Solutions for customer service centre give the staff access to all the necessary applications as well as customer and product-related information. This is managed by integrating the existing customer relationship management (CRM) systems, solutions databases or billing systems. The core of the solutions for the customer service centre is the structured recording, categorization and prioritizing of all service enquiries. It is the basis on which automated workflows induce the next process steps. If defined processing times are overrun, automatic escalation mechanisms are triggered. Work which is to be carried out later can be filed for resubmission. The system provides information about the status of processing and about what the next steps are for all enquiries and at all times. In this way high quality and comprehensive customer management can be achieved. The customer service centre simplifies the creation of customer-related service processes and reduces costs by means of efficient processing. The customers have the choice of when, and via which channel of communication, they would like to contact the company. This improves service and increases customer satisfaction.

1.3 STATE OF THE PROBLEM

The need arise for the development of an online help desk to alleviate these problems.

The difficulties people face in transferring information/data
Unwillingness attitude of some TSTV staff when checking their customers’ information.
Fragile nature of customers’ information.
Difficulties people encountered when checking their customers information.
Time wasted in manual processing of customer’ information.
Important nature of students’ information in the business world.

1.4 AIMS AND OBJECTIIVES OF THE STUDY

The aim of this project is to design a web base dynamic customer support system. This solution is a web-based that can be accessed from any part of the world by means of internet connected computer system. The following are the objective of this project:

To reduce time wasted in the TSTV office
To provide a web-based customer care centre to support staff and customers

To provide end users easy and quick access to information

To provide a first line of supporting resolving service interruptions as quickly as possible.
To gives user access to the Support information without any form of restriction.
To provide anywhere any time access to support information

To reduce the burden place on the customer service staff

1.5 SIGNIFICANT OF THE STUDY

This project work includes the services rendered to customers. The information usage and needs of organization has recorded a greater success recorded due to enormous capabilities of the computer

1.6 SCOPE OF THE STUDY

This project work is focused on online customer care application to deliver technical support to TSTV end users. It involves delivering solution that will provide technical support required by its users. It will serve as a problem resolution interface between the subscribers and the company.

1.7 LIMITATIONS OF THE STUDY

During the development of this project work some challenges were overcame while others are yet to be subdued. Some of the limitations I faced include but not limited to the following.

a) Insufficient power supply: the nature of power supply is discouraging, after a complete research, there is no enough power supply to compile the project work electronically and this lead to the delay of this work.
b) Lack of reference materials: The school library and the nearby public libraries lacked the necessary reference materials needed for the work.
c) Time: though this work is as good as completed but there are some areas that needed more redesign implementation to suit the latest web 2.0 technologies with regards to interactivity and responses of user interface. But due to the time limit of the project some of these features were missing out during implementation.
d) Cost: Another most difficult challenge I faced during this work was the cost of transportation to different places to gather materials and consulting individuals who assisted me in sourcing some of the materials I referenced.

1.8 DEFINITION OF TERMS

Software: A program, which makes the computer to perform a specific task

Program: A sequence of instructions that directs the activities of the computer

Hardware: All the physical components of a computer

Translator: A program that takes as input a program written in one programming language and produces as output an equipment program in another language.

Compiler: A translator whose language is a high level language and object language is an assembly language or machine language of a certain computer.

Interpreter: A program that accepts as sources program written in that language as input translates and execute each line one at a time.

Parser: For a grammar G is a program takes as input a string S and produce as output a parse tree for s, is S is sentence of G. Programmers People that write programs.

Website: A collection of web pages.

OS: Operating system is a program that operates behind the scene to manage the entire activities of the computer.

Keyboard: A computer hardware that serves as an input device to the computer.

CSS: Cascaded Style Sheet, is a text document that contains the programmable format for an application

PHP: Hypertext Programming

Knowledgebase: a central repository of information that can be used both inside and outside an organization.

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