Abstract
An adaptive hypermedia system that streamlines and enhances work-order procedures demonstrates that technology can be profitably employed to achieve an organization's customer support goals. Although the initial deployment of the technology was limited to building maintenance, the
software could have far-reaching implications for improved customer relations and effective time utilization.
Organizations that serve customers must interact with clients and track support performance. The degree to which they successfully accomplish these tasks directly affects customer satisfaction, the overall perception of efficiency and ultimately the bottom line. Completeness, accuracy and timeliness of the support are all critical issues. Not only must requests for support be effectively and efficiently addressed, but service must be delivered in a manner that the customer perceives as personal. These factors became the design criteria in the development of the adaptive hypermedia customer support system.
software could have far-reaching implications for improved customer relations and effective time utilization.
Organizations that serve customers must interact with clients and track support performance. The degree to which they successfully accomplish these tasks directly affects customer satisfaction, the overall perception of efficiency and ultimately the bottom line. Completeness, accuracy and timeliness of the support are all critical issues. Not only must requests for support be effectively and efficiently addressed, but service must be delivered in a manner that the customer perceives as personal. These factors became the design criteria in the development of the adaptive hypermedia customer support system.
Original language | English |
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Journal | Signal |
Publication status | Published - 2001 |
Externally published | Yes |