Customer Helpdesk

1
Customer Helpdesk Support Web 2.0 Software

• ????????????????
• ??.????? ?????????
• ????????????
• 1. ???????? ??????? ????
  463040531-7
• 2. ??????????????? ???????? ????
  463040514-7
• COE2006-09

2
????????

• ??????????????????????????????????????????????????
  ?
• ??????????????????????????????????????????????????
  ???????????????/???????????????????
• ??????????????????????????????????????????????????
  ??????????/???????????????????????????????
• CRM ???????????????????????????????????????

3
CRM ??????? ?

• CRM (Customer Relationship Management) ????
  ???????????????????????
• ??????????????????????????
• ??????????????????????????????????????????????????
  ????????

4
?????????????????????????????????????
Call centers
E-mail
Front-end System
Analytical System
fax
Operational CRM
Back-end System
?????????
???????????????????????????????
???????
5
????????????????? CRM
?????? 1 CiviCRM 1.4 Demo
6
?????????????????????????????????? CRM

• Web services
• Web 2.0

7
???????? Web services
Inquiry reserve by manual
Travel Officer
Hotel Front Officer
8
???????? Web services (???)
Call reserve travel service
Hotel Front Officer
Hotel System
Travel System
9
???????????????????????

• Yahoo! Travel Web Services (http//developer.yahoo
  .com/travel/)
• programmableweb (http//www.programmableweb.com/ta
  g/travel)

10
Web 2.0

• ????????????????? computing platform
  ??????????????????????????? ??????????????????????
  ????????
• ??????????????????????????
• ??????????????????????????????????????????????????
  ???????????
• ????????????????????????????????????????????????
• ??????????????????????????????????
• ??????????????? dynamic ??????????????????????????
  ????????????????????????

11
(No Transcript)
12
???????? Web 2.0
http//mail.google.com/mail/
13
???????????

• ????????????????? / ??????????????????
• ??????????????????????????????
• ?????????????????????????????
• ??????????????? Skype ??????

14
????????????

• ??????????????????????????????????????????????????
  ??????????????????????
• ??????????????????????????????????????????????????
  ????
• ???????????????????????????????????????????????
• ??????????????????????????????????????????????????
  ???

15
??????

• ??????????????????????????????????????????????????
  ???? ???????????????? ??????????????????????
  skype
• ??????????????????????????????????????????????????
  ?????????

16
????????????????

• ??????????????????????????????????????????????????
  ??????????? ?????????????????
• Open source trouble ticketing SimpleTicket
  (http//www.simpleticket.net)
• CiviCRM 1.4
• (http//openngo.org/)
• OTRS Open Source Ticket Request System
• (http//otrs.org/)
• Your Open Source Task Management Help Desk
  Solution (http//www.oneorzero.com)

17
?????????????????????????????????

• ????????????????????????????????????????????? 2.0
  ?????????????????
• AJAX Asynchronous JavaScript And XML
• CSS Cascading Style Sheets
• XHTML eXtensible HyperText Markup Language
• RSS Really Simple Syndication ???? Rich Site
  Summary
• REST Web Service
• ????????????????????????????
• Yahoo! Travel Web Services (http//developer.yahoo
  .com/travel/)
• programmableweb (http//www.programmableweb.com/ta
  g/travel)
• ?????????????????? Skype ??????????????

18
??????????????????
19
???????????????????????? ?