Cemil Bey, who is a customer of a computer company, logs into the website of the company he is a customer of to get information about a problem with the computer he purchased that day.
- When Mr. Cemil wants to access the eService & Support section on the site, he is asked to enter his e-mail address and password, if any. The system, which reaches Cemil Bey's general customer information (including all information about the products purchased, their dates, previous service applications, etc.) from this data, automatically displays a page that addresses the customer using his name and provides links to all kinds of general and technical information about the products he has previously purchased. In fact, on this page, advertisements and promotions of new or old products suitable for Mr. Cemil's interests and the products he purchased, or promotions specific to Mr. Cemil can also be displayed.
- Mr. Cemil first checks the information in the help and frequently asked questions section, but this information does not help him in solving his problem. Then, he tries to find information about the problem on his computer by entering the sample problems and solutions section. However, he cannot find a solution to his problem here either.
- Thereupon, Mr. Cemil clicks on the link of the on-line support specialist displayed on the screen to discuss his problem. Hello is said to Mr. Cemil in the window that appears in front of him, he is asked to write down the information about his problem here and wait in front of his computer. Mr. Cemil explains his problem and clicks send.
As soon as Mr. Cemil clicks on the link, a quick message window opens on the screen of the on-line support specialist on the other side and what Cemil wrote is displayed. The on-line support specialist converts the message into a chat to discuss the issue. If Cemil Bey has a webcam and a microphone, you can have a voice and video chat; if there is only a microphone, you can have a voice chat; otherwise, you can have a text-based chat. They chat with Cemil Bey and it becomes clear that the problem is caused by a missing software on the computer. The support specialist directs Mr. Cemil to the page where the software is located, allows him to download this software and tells him what he needs to do.
-Mr. Cemil downloads the software and solves the problem by doing what the on-line support specialist tells him.
-After the conversation with Mr. Cemil, the on-line support specialist searches and checks the previous case information recorded in the company knowledge base and finds that there is no record similar to the problem Cemil experienced. It immediately saves this case to the knowledge base via the case template and adds the link to the relevant software, allowing it to be displayed in the cases section of the knowledge base.