A Web-enabled interface to enable the customer to submit their queries. n A single centralized database that should include the following information:
l Details of all the customers and their queries.
l Details about the customer support executives who respond to the queries.
l Feedback given by the customer on various services provided by the website.
n The database will be accessed by four different types of users: customers, customer service executives, HO Executive, and administrator. Therefore, the website should provide a different interface for each of the four types of users.
The interface for customers should allow them to:
n Submit their queries.
n View the status of their queries. Status can be Closed, Closed unsuccessfully, Pending, Forwarded to Headquarters, or Unassigned.
n View the responses to their queries.
n Change password.
The interface for customer care executives should allow them to:
n View the queries assigned to him/her.
n Respond to the queries.
n Forward the queries to a HO executive.
n View the response given by an HO executive.
n Change password.
The interface for HO executives should allow them to:
n View all queries submitted by customers.
n Assign queries to customer care executives.
n View the queries forwarded to them by customer care executives.
n Respond to queries.
n Generate a report on the queries resolved and forwarded by the customer care executives, and the average time taken to resolve queries.
n Change password.
The interface for the administrators should allow them to:
n Add the details of customer care executives, HO executives, and customers.
n Create login accounts for customer care executives, HO executives, and customers.
n Change password.