| 摘要 |
PROBLEM TO BE SOLVED: To provide a proper support for user even when a user judges that the user support using prepared questions and answers is improper. SOLUTION: In a user support page on a WEB server 32 for user support which provides an interactive user support site using the questions and answers for users through the Internet 10, a 'give-up' button for supporting a user who can not select an answer by telephone, FAX, etc., is provided. When the 'give-up' button is operated, the history of conversation done before the button is operated on the WEB server 32 and personal information on the customer stored in a database 34 for conversation customer management are outputted by a computer 42 or a print 43 of a support center 4. A clerk of the support center 40 supports the user by telephone or FAX according to the outputted personal information and conversation history. |
