TWI619085B - Support to customer platform system, method, and server - Google Patents

Abstract

The invention provides a customer support platform system, method and server, which are a marketing service platform capable of providing various access functions such as sales, planning, technical support, maintenance and customer management, and interactive support based on cloud computing and networking devices. service. Accordingly, the manufacturer can implement the full range of support services by using the embodiments of the present invention without complicated professional training.

Description

Customer support platform system, method and server

The present invention relates to a diversified customer support service, and more particularly to a customer support platform system, method and server for providing diversified customer support services.

With the rapid development of technology, a wide variety of electronic devices are becoming more and more popular. In order to achieve the purpose of resource sharing, the network becomes a necessary equipment for information exchange, which has led to the rapid growth of commercial and home networking devices (for example, smart phones, smart cameras, wireless sharing devices, smart TVs, etc.).

In general, salespeople of electronic devices can only provide a single service type. For example, a salesperson functionally explains a particular product. However, most consumers often need comprehensive services before, during and after sales. In other words, the existing product sales model does not meet the needs of consumers, and it is difficult for sales personnel to provide comprehensive services.

The invention provides a customer support platform system, method and server, which can facilitate a complete service for a consumer.

The present invention proposes a customer support platform system. This customer support platform system includes networked devices and customer support servers. The client support server provides a networked device to connect via the network and provides access to the networked device, and the networked device and the client support server establish an interactive support service based on one of the access functions.

In an embodiment of the invention, the path function includes one of a sales function, a planning function, a technical support function, a maintenance function, and a customer management function, or a combination thereof.

In an embodiment of the invention, the customer support server provides an interactive support service related to product information for the sales function. For planning functions, the Customer Support Server provides interactive support services related to setting up products. For the technical support function, the customer support server provides interactive support services related to technical support. For customer management functions, the Customer Support Server provides interactive support services related to customer management.

In an embodiment of the present invention, for the maintenance function, the interactive support service includes a remote management operation, the networked device is in the first network, and the client support server is in the second network. The networked device performs a remote management job via the second network. The first network is different from the second network.

In an embodiment of the invention, the remote management operation includes a notification operation, the first network is a private network, and the second network is a public network. The client support server detects the alarm event in the private network and sends the alarm event to the network device via the public network to perform the notification operation.

In an embodiment of the invention, the client support server is connected to the internal device in the private network through the connection, monitors the internal device and the connection, and determines whether the monitoring result meets the alarm event.

In an embodiment of the invention, the remote management job described above includes an authentication job. The networked device sends the identity information to the client support server via the public network. The identity information corresponds to a networked device. The customer support server enables remote management of jobs based on identity information to complete the authentication process.

In an embodiment of the invention, the remote management operation includes a device management job. The client support server provides the network management system to the networked device, which is used to control the internal devices and client support servers in the private network. The networked device transmits the device management command to the client support server via the public network, and the client support server controls the network management system according to the device management command to perform the device management operation.

The present invention provides a client support method suitable for a networked device and a client support server. This customer support method includes the following steps. Provides a networked device to connect to the customer support server via the network. Provides access to networked devices and establishes interactive support services based on one of the access functions.

In an embodiment of the present invention, if it is for a sales function, the step of establishing an interactive support service based on one of the access functions includes the following steps. Provide interactive support services related to product information. And for the planning function, the step of establishing an interactive support service based on one of the access functions includes the following steps. Provide interactive support services related to setting up products. If the technical support function is used, the step of establishing an interactive support service based on one of the access functions includes the following steps. Provide interactive support services related to technical support. If the client management function is used, the steps of establishing an interactive support service based on one of the access functions include the following steps. Provide interactive support services related to customer management.

In an embodiment of the present invention, for the maintenance function, the interactive support service includes a remote management operation, the networked device is in the first network, and the client support server is in the second network, and one of the path-based functions is based on The steps to establish an interactive support service include the following steps. Establish a connection in the first network. The remote management job is performed via the second network. The first network is different from the second network.

In an embodiment of the invention, the remote management operation includes a notification operation, the first network is a private network, and the second network is a public network. Performing a remote management job via the second network includes the following steps. Detects alarm events on the private network. The alarm event is sent via the public network to perform the notification job.

In an embodiment of the invention, the client support server is connected to an internal device in the private network through a connection. The detection of alarm events in the private network includes the following steps. Monitor internal devices, network switches, and connections. Determine whether the monitoring result meets the alarm event.

In an embodiment of the invention, the remote management job described above includes an authentication job. Performing remote management jobs via the public network includes the following steps. The identity information is received via the public network, and the identity information corresponds to a networked device that is on the public network. Enable remote management of jobs based on identity information to complete this certification job.

In an embodiment of the invention, the remote management operation includes a device management job. Performing remote management jobs via the public network includes the following steps. A network management system is provided, and the network management system is used to control internal devices and network switches in the private network. Device management instructions are received via the public network. The network management system is controlled in accordance with device management instructions to perform device management operations.

The invention also provides a client support server. This client support server includes a communication module and a processing unit. The communication module is used to transmit and receive signals. The processing unit is coupled to the communication module and configured to perform the following steps. The communication module is provided to provide networking devices for connection via the network. The communication module provides access to the networked device and establishes an interactive support service based on one of the access functions.

Based on the above, the customer support system, method and server provided by the embodiments of the present invention can provide a plurality of marketing service platforms such as sales, planning, technical support, maintenance and customer management, and are based on cloud computing and users. Interactive support services. Accordingly, the manufacturer can implement the full range of support services by using the embodiments of the present invention without complicated professional training.

The above described features and advantages of the invention will be apparent from the following description.

1 is a schematic diagram of a customer support platform system in accordance with an embodiment of the present invention. The customer support platform system 100 includes a networked device 110, a network 130, and a customer support server 150. It should be noted that the networked device 110 is not limited to the number shown in FIG. 1 , and the embodiment of the present invention may be changed according to requirements.

The networked device 110 can be a mobile device such as a smart phone or a tablet computer or an electronic device such as a notebook computer, a personal computer, or a personal workstation. 2 is a block diagram showing the components of the networked device 110 in accordance with an embodiment of the present invention. The networking device 110 includes a communication module 111, a storage unit 113, a processing unit 115, and a display unit 117.

The communication module 111 can be a WiFi standard, a third generation wireless communication (3G), a fourth generation wireless communication (4G) or other wireless network interface module with wireless transmission function, or can support the Ethernet network. Ethernet, optical fiber, or any other type of wired network interface module with wired transmission. The networked device 110 can be connected to the network 130 via the communication module 111.

The storage unit 113 can be any type of fixed or removable random access memory (RAM), read-only memory (ROM), flash memory or the like. Or a combination of the above elements.

The processing unit 115 is connected to the communication module 111 and the storage unit 113, and may be a central processing unit (CPU), or other programmable general purpose or special purpose microprocessor (Microprocessor), digital signal. A digital signal processor (DSP), a programmable controller, an Application Specific Integrated Circuit (ASIC) or the like or a combination of the above. In the embodiment of the present invention, the processing unit 115 is configured to perform all operations of the networked device 110.

The display unit 117 is, for example, a liquid crystal display (LCD), a Light-Emitting Diode (LED) display, a Field Emission Display (FED), or a display of other types of displays, and optionally It has touch technology (capacitive, resistive, and optical), or has input devices such as a mouse and a keyboard. The display unit 117 is configured to display a user interface (UI).

Network 130 can be an internal network or an internet network. If the network 130 is an internal network, it indicates that the networked device 110 and the client support server 150 are both a local area network (LAN) or a private network. If the network 130 is an Internet, the networked device 110 and the client support server 150 belong to different domains.

The client support server 150 can be any type of server such as a cloud server or a database server or a server service set up through a personal computer, a personal workstation, or a network switch. FIG. 3 is a block diagram showing the components of the client support server 150 in accordance with an embodiment of the present invention. The client support server 150 includes a communication module 151, a storage unit 153, and a processing unit 155.

For details of the communication module 151, the storage unit 153, and the processing unit 155, reference may be made to the communication module 111, the storage unit 113, and the processing unit 115 in FIG. 2, and details are not described herein again. The processing unit 155 is for processing all operations of the client support server 150.

In order to facilitate the understanding of the operation flow of the embodiment of the present invention, the customer support method of the customer support platform system 100 in the embodiment of the present invention will be described in detail below. 4 is a flow chart showing a method of client support according to an embodiment of the invention. Referring to FIG. 4, the method of the present embodiment is applicable to each device in the customer support platform system 100 of FIG. Hereinafter, the method described in the embodiments of the present invention will be described with various components and modules in the networked device 110 and the client support server 150. The various processes of the method can be adjusted accordingly according to the implementation situation, and are not limited thereto.

In step S410, the processing unit 155 of the client support server 150 provides the networked device 110 to connect via the network 130 via the communication module 111. Specifically, the processing unit 155 of the client support server 150 is, for example, a HyperText Transfer Protocol (HTTP) server (or a web server) (for example, an Apache server or an Internet information server). Internet Information Server (IIS), etc.) programs to provide web interface to various networked devices 110 connected to the client support server 150 via the network 130. The networked device 110 can execute a web browser (or other related programs based on HTTP protocol, Telnet or Universal Plug and Play (UPnP) protocol) and input a specific web address. (eg, IP address, nickname, etc.) or a specific virtual button or link on the program interface to load and display the user interface provided by the client support server 150 via the display unit 117.

It should be noted that the embodiment of the present invention is not limited to the web interface. The user interface displayed on the display unit 117 of the network device 110 may also be a preset interface of the network device 110, and the processing unit 115 of the network device 110 transmits the communication module. The group 111 obtains the required information from the client support server 150 and presents the obtained information on a preset interface, and is not limited thereto.

Next, in step S430, the client support server 150 provides a path function to the networked device 110, and the networked device 110 and the client support server 150 establish an interactive support service based on one of the path functions. In the embodiment of the present invention, the path function includes one or a combination of a sales function, a planning function, a technical support function, a maintenance function, and a customer management function. In other words, the client support server 150 can provide an interactive support service for the networked device 110 according to the access function of different sales stages, and the requirements of the networked device 110 are processed via the cloud, and the corresponding information is accessed from the storage unit 153. Information, and then provide the required service content.

In one embodiment, the customer support server 150 provides an interactive support service related to product information for the sales function. This interactive support service may be a service provided during the sales phase of product information, product specification selection, product comparison, and result sharing. The processing unit 155 of the client support server 150 can provide a product information related interface for the display unit 117 of the networked device 110 to present this interface.

For example, Figure 5 is an example of product specification selection. Referring to FIG. 5, the specification selection interface 500 includes a specification selection area 510 and a product presentation area 530. The processing unit 155 of the client support server 150 can present the corresponding product content through the product presentation area 530 according to the selection of the networked device 110 on the specification selection area 510. For example, the specification selection area 510 is selected to be 24-28 ports, L2+ management, 10 billion bit Ethernet (GbE) copper wire, etc., while the product presentation area 530 presents products that meet the selected specifications. In addition, the processing unit 155 of the client support server 150 can further provide a comparison of products according to the user's selection operation for each product on the product presentation area 530.

And Figure 6 is an example of product comparison. Referring to FIG. 6, the product comparison interface 600 includes a product comparison area 610 and a share button 630. In response to a selection operation for a product such as the product presentation area 530 of FIG. 5, the product comparison area 610 can present a comparison of selected products according to specifications. In response to the user's click operation on the share button 630, the processing unit 155 of the client support server 150 can further convert the product comparison information into a specific file (eg, doc, pdf, jpge file, etc.) and can be mailed. Send, download, etc. to share.

It should be noted that, according to different design requirements, the content of the specification selection interface 500 and the product comparison interface 600 in FIG. 5 and FIG. 6 may be different, and the embodiment of the present invention is not limited thereto.

In another embodiment, for the planning function, the customer support server 150 provides an interactive support service related to setting up the product. This interactive support service may provide services for product functions (for example, network setting requirements, specifications, etc.), product usage (for example, number of companies, number of floors, etc.) and environment settings. The processing unit 155 of 150 can establish an environmental architecture for the product as needed.

For example, Figures 7A and 7B are examples of product planning interfaces. Referring first to FIG. 7A, the product planning interface 710 presents an information input block 711. The client support server 150 receives the input operation for the information input block 711 such as the company name, the number of employees, and the special function transmitted by the networked device 110 through the communication module 151. Referring next to FIG. 7B, the product planning interface 750 presents an information input block 751. The client support server 150 receives, via the communication module 151, a selection operation, such as a communication protocol, security, transmitted by the networked device 110 for the information input block 751. The client support server 150 can further receive input operations such as account setting and subnet configuration transmitted by the networked device 110 through the communication module 151. Then, the processing unit 155 of the client support server 150 further calculates the corresponding environment structure information based on the received input information, and provides the environment architecture information to the networked device 110 through the communication module 151.

It should be noted that, according to different design requirements, the content presented by the product planning interfaces 710 and 750 in FIG. 7A and FIG. 7B may be different, and the embodiment of the present invention is not limited thereto.

In still another embodiment, the client support server 150 provides an interactive support service related to technical support for the technical support function. This interactive support service may be for technical Q&A, operation guidance, result analysis, etc. in each channel function, and may be changed according to the content of different path functions. For example, the specification selection interface 500 of FIG. 5, the product comparison interface 600 of FIG. 6, and the product planning interfaces 710, 750 of FIGS. 7A and 7B present technical inquiry buttons to receive the inquiry request transmitted by the networked device 110.

In another embodiment, the interactive support service includes a remote management job for the maintenance function. FIG. 8 is a schematic diagram showing a remote management system according to an embodiment of the invention. Referring to FIG. 8, the remote management system 800 includes one or several internal devices 811, one or several network switches 813, a gateway device 815, a second network 850, one or several Mobile device 853 and one or more servers 855. In the present embodiment, the network switch 813 is an implementation example of the interactive support server 150 of FIG. 1, and the mobile device 853 is an implementation example of the networked device 110. It should be noted that the internal device 811, the network switch 813, the mobile device 853, and the server 855 are not limited to the number shown in FIG. 8. The embodiment of the present invention can be changed according to requirements.

The internal device 811 can be a networked device such as a computer, a wireless sharer, a server, a smart phone, a display device, a smart camera, a router, a network switch, etc., which can be based on at least one network protocol (eg, an internet protocol (eg, an internet protocol) Internet Protocol; IP), Transmission Control Protocol (TCP), User Datagram Protocol (UDP), etc., and another internal device 811 and network switch 813 for data transmission or transmission through a gateway Device 815 is coupled to second network 850.

Please refer to FIG. 9 for a block diagram of the network switch 813. The network switch 813 includes at least a communication module 813_1, a storage unit 813_3, and a processing unit 813_5. The communication module 813_1 supports at least the IEEE 802.3/ab/u/x/z Ethernet standard and includes one or several ports 813_11 to 813_1N, where N is a positive integer. Each port 813_11 to 813_1N may include an RJ45 or fiber that supports a transmission rate of 10, 100 megabits per second (Mbps) and/or 1, 10 megabits per second (Gbps) per second (eg, a small form factor pluggable (Small Form-factor Pluggable; SFP)) and other interfaces. Each internal device 811 can be directly or indirectly connected to the network switch 813 via ports 813_11 to 813_1N, respectively. It should be noted that the communication module 813_1 may also support the standards of the IEEE 802.1Q/p/X/D/w/AB, which may be changed according to different design requirements, and the embodiment of the present invention is not limited thereto. The indirect connection indicates that other devices such as the network switch 813 or the router may be connected in series between the internal device 811 and the network switch 813.

For the implementation of the storage unit 813_3, reference may be made to the related description of the storage unit 153 in FIG. In this embodiment, the storage unit 813_3 is used to record software programs such as the device management module 813_31 and the management interface module 813_33, the network management system (NMS), the related information of the internal device 810, and various types of data files. Detailed descriptions of the modules 813_31, 813_33 and the network management system are described in later embodiments.

The processing unit 813_5 is connected to the communication module 813_1 and the storage unit 813_3. For the implementation, refer to the description of the processing unit 155 in FIG. In the embodiment of the present invention, the processing unit 813_5 is configured to execute all the operations of the network switch 813, and can access and execute the modules recorded in the storage unit 813_3.

The gateway device 815 can be an IP sharer or router. The internal device 811, the network switch 813, and the gateway device 815 are connected to each other to form a first network 810. The first network 810 is different from the second network 850. In this embodiment, the first network 810 is a private network (or a local area network (LAN)), and the second network 850 is a public network (or the Internet). The internal device 811 and the network switch 813 are connected to the second network 850 through the gateway device 815. When the packet from the second network 850 reaches the gateway device 815, the gateway device 815 can, for example, base the packet indicating the destination of the second network 850 based on a Network Address Translation (NAT) mechanism. The address is translated into the network address of the first network 810 to transmit the packet to the internal device 811 or the network switch 813 in the first network 810. In addition, when the packet from the first network 810 reaches the gateway device 815, the gateway device 815 can translate the source address indicated by the packet belonging to the first network 850 into the network address of the second network 850. The packet is transmitted to the second network 850. In addition, the gateway device 815 can further support at least a communication protocol such as Universal Plug and Play (UPnP) and NAT Traversal.

In this embodiment, the server 855 can be a push server (for example, Apple Push Notification Service (APNS), Google Cloud Messaging (GCM), etc.), cloud server, management A server or the like that can push a message to the mobile device 853.

The mobile device 853 is an electronic device such as a smart phone, a tablet computer, or a notebook computer. FIG. 10 is a block diagram showing the components of the mobile device 853 in accordance with an embodiment of the present invention. Referring to FIG. 3, the mobile device 853 includes at least a communication module 853_1, a storage unit 853_3, a processing unit 853_5, and a display unit 853_7. The communication module 853_1 can be a WiFi standard, third generation wireless communication (3G), fourth generation wireless communication (4G) or other wireless network interface module with wireless transmission function. The mobile device 853 can be connected to the second network 850 through the communication module 853_1.

For the implementation of the storage unit 853_3, reference may be made to the related description of the storage unit 113 in FIG. In this embodiment, the storage unit 853_3 is used to record software programs, action control programs, and the like, such as the notification management module 853_31 and the remote control module 853_33. A detailed description of each of the modules 853_31, 853_33 and the action control program will be described later in the embodiment.

The processing unit 853_5 is connected to the communication module 853_1 and the storage unit 853_3. For the implementation, refer to the related description of the processing unit 115 in FIG. In the embodiment of the present invention, the processing unit 853_5 is configured to execute all the operations of the mobile device 853, and can access and execute the modules recorded in the storage unit 853_3. It should be noted that the processing unit 853_5 can run an operating system (for example, Android, iOS, etc.) to load the action control program. For the implementation of the display unit 853_7, reference may be made to the related description of the display unit 117 in FIG.

In order to facilitate the understanding of the operation flow of the embodiment of the present invention, the remote management method of the remote management system 800 in the embodiment of the present invention will be described in detail below. FIG. 11 is a flow chart illustrating a remote management method according to an embodiment of the invention. Referring to FIG. 11, the method of the present embodiment is applicable to each device in the remote management system 800 of FIG. Hereinafter, the methods described in the embodiments of the present invention will be described with various components and modules in the network switch 813 and the mobile device 853. The various processes of the method can be adjusted accordingly according to the implementation situation, and are not limited thereto.

In step S1110, the network management module 813_31 of the network switch 813 establishes a connection in the first network 810 through the communication module 813_1. In this embodiment, the communication module 813_1 establishes a connection with the internal device 811 in the first network 810 through the corresponding ports 813_11 to 813_1N. In addition, the communication module 813_1 also establishes a connection with the gateway device 815 through the corresponding ports 813_11 to 813_1N.

Next, in step S1130, the remote management module 813_33 of the network switch 813 performs a remote management job via the second network 850 through the communication module 813_1 and the mobile device 853. Specifically, in order to enable the network administrator to manage and monitor the internal devices 811 and the network switch 813 in the first network 810 anytime and anywhere, the embodiment of the present invention enables the network administrator to remotely control the network switch through the mobile device 853. 813 network management system. The network management system is for controlling the internal device 811 and the network switch 813 in the first network 810, and performs such as network configuration setting, performance monitoring, link state monitoring, abnormal event monitoring, or internal devices. The 811 and the network switch 813 perform device management operations such as specific control operations.

In an embodiment, the remote management job includes an authentication operation, which is to enable the mobile device 853 to further access the network management system of the network switch 813 in the first network 810, and to take into account the first network 810. Information security. The remote management module 813_33 receives the identity information via the second network 850 through the communication module 813_1, and the identity information corresponds to the mobile device 853 in the second network 850. In addition, the remote management module 813_33 enables the remote management job according to the identity information to complete the authentication operation.

Specifically, the action control program loaded by the mobile device 853 presents its user interface through the display unit 853_7, and the remote management module 813_33 detects the user's operation on the display unit 853_7 (for example, clicking and dragging) Move, text input, etc.). Please refer to the example of a partial user interface for the authentication operation shown in FIG. The remote management module 813_33 receives the new device operation of the user on the network switch 813 on the user interface (for example, the network address of the input network switch 813 (for example, Uniform Resource Locator (Uniform/) After the Universal Resource Locator (URL), IP address and/or weight, or the specific identification information of the network switch 813, the user interface 1210 presents an indication 1211 for entering the activation code. The remote management module 813_33 receives the input operation of the user in the input block 1213 (ie, inputs the activation code) through the display unit 853_7 or other input unit (eg, a button, a mouse, etc.), and detects that the user is at the button 1215. Click operation. Then, the remote management module 813_33 transmits the activation code and the identity information of the mobile device 853 to the authentication server (for example, the server 855) through the second network 850 through the communication module 853_1. The identity information may be the device name, model number of the mobile device 853, and/or the web address of the second network 850, and the like.

Next, the authentication server performs a registration operation based on the activation code. If the registration is successful, it is determined that the mobile device 853 can access the network management system of the network switch 813. The authentication server or mobile device 853 directly transmits the identity information of the mobile device 853 to the network switch 813 via the second network 850. In response to receiving the identity information of the mobile device 853, the remote management module 813_33 of the network switch 813 enables remote management operations between the network switch 813 (eg, the notification operation described in the later embodiment, Device management operations, etc.). In addition, if the registration fails due to the identity information of the mobile device 853 (for example, the startup code does not match or the network switch 813 has not been registered with the authentication server), the authentication server determines that the mobile device 853 cannot access the network switch. 813 network management system. In addition, the remote management module 813_33 of the network switch 813 can further disable or disable remote management tasks with the network switch 813.

In an embodiment, the remote management job includes a notification job. The network management module 813_33 of the network switch 813 detects the alarm event in the first network 810 through the communication module 813_1. Then, the remote management module 813_33 sends the alarm event to the mobile device 853 via the communication module 813_1 via the server 855 in the second network 850 to perform the notification operation.

In this embodiment, the network management module 813_31 monitors the connections of all links in the internal device 811, the network switch 813, and the first network 810, and determines whether the monitoring result meets the alarm event. The network management module 813_31 analyzes the log records and connection status of the network management system, and determines whether the predefined alarm events are met (for example, the password is incorrect, the account is logged in, and the traffic exceeds the specific threshold. , connection interruption, etc.). It should be noted that the alarm event can be adjusted according to the needs.

If the network management module 813_31 determines that the record of the network management system meets the alarm event, the notification packet is transmitted to the server 855 via the gateway device 815 and the second network 850 through the communication module 813_1. The notification packet includes identification information (for example, a device code or an identification (ID)) of the mobile device 853 or its loaded action control program, and a notification content (payload). The notification content may be related information (for example, password error, connection interruption, etc.) for displaying an alarm event of the display unit 853_7 of the mobile device 853, a specific icon of the action control program, or a sound played by the received message, etc. According to different design requirements, the embodiment of the present invention can be changed by itself.

Then, the server 855 pushes the notification packet to the mobile device 853 via the second network 850 based on the authentication information of the action control program. Then, the notification management module 853_31 of the mobile device 853 receives the notification packet through the communication module 853_1, and according to the notification packet, the notification message is presented through the display unit 853_7, or the alarm event is presented through the user interface of the action control program. relevant information.

For example, Figure 13 is an example of a user interface for a notification job. Referring to FIG. 13, the alarm event display area 1310 in the user interface 1300 sorts the alarm events (including event content, device name, time, etc.) reported by the network switch 813 by time. In addition, the user interface 1300 can also present the most recent alarm event in the latest alarm event area 1330. On the other hand, the user interface 1300 can also present related information (eg, device name, IP address, and Media Access Control (MAC) address) of the network switch 813 to the information presentation area 1350.

It should be noted that all the information presentation contents (for example, related information content, alarm event content, etc.) and visual design (for example, graphic, text, color, size, position, etc.) in FIG. 13 can be customized according to design requirements. The invention is not limited thereto.

In another embodiment, the remote management job includes a device management job. The remote management module 813_33 provides the network management system to the mobile device 853. The remote management module 813_33 receives the device management command via the second network 850 via the communication module 813_1. The network management module 813_31 controls the network management system in accordance with device management instructions to perform device management operations.

Specifically, in addition to the foregoing notification operation from the intranet (private network) to the extranet (public network), the embodiment of the present invention further provides remote management operations from the external network to the intranet. Responding to receiving a user's selection of an alarm event (eg, the latest alarm event area 1330, alarm event display area 1310 in FIG. 13), a specific icon, area, text, or message on the UI of the action control program, the action The remote control module 853_33 of the device 853 controls the network management system of the network switch 813 based on a communication protocol such as UPnP, Transport Layer Security (TLC). The remote management module 813_33 of the network switch 813 and the remote control module 853_33 of the mobile device 853 mutually transmit a packet to present the user interface of the network management system through the display unit 853_7 (or load through a web browser). This user interface). The remote control module 853_33 of the mobile device 853 can receive the user's control operation on the internal device 810 and/or the network switch 813 on the user interface of the network management system, and the control operation is for the internal device. The 810 and/or network switch 813 performs device management operations such as network configuration settings, performance monitoring, link state monitoring, abnormal event monitoring, power management, and the like. The remote control module 853_33 generates a corresponding device management command based on the control operation on the user interface, and transmits the corresponding device management command to the network switch 813 via the second network 850 via the communication module 813_1. In response to receiving the device management command, the network management module 813_31 of the network switch 813 can perform corresponding device management operations to control the internal device 810 and the network switch 813 in the first network 810. In other words, the mobile device 853 can proxy the network management system of the network switch 813 located in the first network 810 via the second network 850.

For example, Figure 14 is an example of a user interface for device management operations. Referring to FIG. 14, the device display area 1410 in the user interface 1400 presentes the mobile device 853 to control the network switch 813 in the first network 810 (presented by the device option 1411, and the device option 1411 can present the network switch 813). Partial information). Information about the network switch 813 and device options 1431 are presented in the information presentation area 1430. In response to receiving the selection operation of the device option 1411 or 1431, the remote control module 853_33 of the mobile device 853 can log into the network management system of the network switch 813 and display the UI of the network management system through the display unit 853_7.

Thereby, the network switch 813 can allow the networked device 110 in the public network to receive the alarm message reported by the network switch 813 in the private network, and can also control the network switch 813 via the public network. Network management system. In today's mobile Internet environment, network administrators can control the network status of various networked devices in the private network through the networked device 110 anytime and anywhere, so as to quickly find problems and quickly detect errors.

It should be noted that the present invention does not limit the device management operation and the content of the network management system, and may be changed by applying the embodiment of the present invention. In addition, all information presentation content (eg, related information content, device option content, etc.) and visual design (eg, graphic, text, color, size, placement position, etc.) in FIG. 14 may be changed according to design requirements. The invention is not limited to this.

In yet another embodiment, the customer support server 150 provides interactive support services related to customer management for customer management functions. This interactive support service may be customer management related services such as Engineering, Procurement and Construction (EPC) Customer Relationship Management (CRM) or Enterprise Resource Planning (ERP).

Figure 15 is a schematic diagram of a customer support platform. Referring to FIG. 15, the vendor support server 150 provides integrated interactive support services such as sales functions, planning functions, technical support functions, maintenance functions, and customer management functions.

In summary, the customer support system, method, and server disclosed in the embodiments of the present invention can receive the requirements of various access functions of the networked device for sales, planning, technical support, maintenance, and customer management, based on The technical information stored in the database is transmitted to the networked device via the cloud computing to provide an interactive support service. Thereby, manufacturers and customers of the products can obtain convenient, professional, intelligent and rapid services through the embodiments of the present invention.

Although the present invention has been disclosed in the above embodiments, it is not intended to limit the present invention, and any one of ordinary skill in the art can make some changes and refinements without departing from the spirit and scope of the present invention. The scope of the invention is defined by the scope of the appended claims.

100‧‧‧Customer Support Platform System
110‧‧‧Connected devices
111, 151, 813_1, 853_1‧‧‧ communication module
113, 153, 813_3, 853_3‧‧‧ storage unit
115, 155, 813_5, 853_5‧‧ ‧ processing unit
117, 853_7‧‧‧ display unit
130‧‧‧Network
150‧‧‧Customer Support Server
S410～S430, S1110～S1130‧‧‧ steps
500‧‧‧Specification selection interface
510‧‧‧Specification selection area
530‧‧‧Product presentation area
600‧‧‧ product comparison interface
610‧‧‧Product comparison area
630‧‧‧Share button
710, 750‧‧‧ product planning interface
711, 751‧‧‧Information input block
800‧‧‧Remote Management System
810‧‧‧First network
811‧‧‧Internal device
813‧‧‧Network Switch
813_11～813_1N‧‧‧Connector
813_31‧‧‧Device Management Module
813_33‧‧‧Management interface module
815‧‧‧gate device
850‧‧‧Second network
853‧‧‧ networked devices
853_31‧‧‧Notification Management Module
853_33‧‧‧Remote Control Module
855‧‧‧Server

1210, 1300, 1400‧‧ User Interface

1211‧‧‧Instruction to enter the activation code

1213‧‧‧Input block

1215‧‧‧ button

1310‧‧‧ Alarm event display area

1330‧‧‧ Latest Alarm Event Area

1350, 1330‧‧‧Information presentation area

1410‧‧‧Device display area

1411, 1431‧‧‧ device options

1 is a schematic diagram of a customer support platform system in accordance with an embodiment of the present invention. 2 is a block diagram showing the components of a networked device in accordance with an embodiment of the present invention. 3 is a block diagram showing the components of a client support server in accordance with an embodiment of the present invention. 4 is a flow chart showing a method of client support according to an embodiment of the invention. Figure 5 is an example of product specification selection. Figure 6 is an example of product comparison. 7A and 7B are examples of product planning interfaces. FIG. 8 is a schematic diagram showing a remote management system according to an embodiment of the invention. 9 is a block diagram showing the components of a network switch in accordance with an embodiment of the present invention. Figure 10 is a block diagram showing the components of a mobile device in accordance with an embodiment of the present invention. FIG. 11 is a flow chart illustrating a remote management method according to an embodiment of the invention. Figure 12 is an example of a partial user interface for an authentication job. Figure 13 is an example of a user interface for a notification job. Figure 14 is an example of a user interface for device management operations. Figure 15 is a schematic diagram of a customer support platform.

Claims (9)

A customer support platform system comprising: a networked device; and a client support server, the network device is connected via a network, and the network device is provided with at least one path function, the at least one path function comprising a sale One or a combination of a function, a planning function, a technical support function, a one-dimensional operation function, and a customer management function, and the networked device and the customer support server establish an interactive manner based on one of the at least one path functions a support service, wherein the interactive support service includes at least one remote management operation, the client support server is in a first network, and the networked device is in a second network, and the networked device Performing the at least one remote management job via the second network, wherein the first network is different from the second network, wherein the at least one remote management job comprises a notification job, and the first network is a private (private) the network, and the second network is a public network, and the client support server detects at least one alarm in the private network And transmitting the at least one alarm event to the networked device via the public network to perform the notification operation, wherein the at least one remote management job further comprises a device management job, and the client support server will Provided to the networked device, wherein the network management system is configured to control the at least one internal device and the client support server in the private network, and the network device transmits a device management command via the public network Sent to the client support server, and the client support server manages the command according to the device The network management system is controlled to perform the device management operation. The customer support platform system of claim 1, wherein the customer support server provides the interactive support service related to product information for the sales function; the customer support server provides relevant information for the planning function The interactive support service for setting up the product; the customer support server provides the interactive support service related to technical support for the technical support function; and the customer support server provides relevant customer management for the customer management function This interactive support service. The customer support platform system of claim 1, wherein the client support server is connected to at least one internal device of the private network through the at least one connection, and monitors the at least one internal device and the at least one Connect the line and determine whether the monitoring result meets the at least one alarm event. The customer support platform system of claim 1, wherein the at least one remote management operation further comprises an authentication operation, and the networked device sends an identity information to the client support server via the public network. The identity information corresponds to the networked device, and the client support server enables the at least one remote management job according to the identity information to complete the authentication operation. A customer support method for a networked device and a client support server, the client support method comprising: providing the network device to connect to the client support server via a network; And providing at least one access function to the networked device, the at least one path function comprising one of a sales function, a planning function, a technical support function, a one-dimensional operation function, and a customer management function, or a combination thereof, and based on the at least one One of the one-way functions establishes an interactive support service, wherein the interactive support service includes at least one remote management job, the client support server is in a first network, and the networked device is a second network, and the step of establishing the interactive support service based on the at least one path function comprises: establishing at least one connection in the first network; and executing the at least one via the second network a remote management operation, wherein the first network is different from the second network, wherein the at least one remote management job comprises a notification operation, the first network is a private network, and the second network is a public network, wherein the step of performing the at least one remote management operation via the second network comprises: detecting at least one alarm event in the private network; An alarm event is sent via the public network to perform the notification operation, wherein the at least one remote management job further includes a device management job, and the step of performing the at least one remote management job via the second network further includes Providing a network management system, wherein the network management system is configured to control the at least one internal device and the client support server in the private network; Receiving a device management command via the public network; and controlling the network management system to perform the device management operation according to the device management command. The client support method according to claim 5, wherein, if the sales function is performed, the step of establishing the interactive support service based on the at least one path function comprises: providing the interaction related to product information Supporting the service; and for the planning function, the step of establishing the interactive support service based on the at least one path function comprises: providing the interactive support service related to setting the product; if the technical support function is based on the The step of establishing the interactive support service by the one of the at least one path function includes: providing the interactive support service related to the technical support; and if the client management function is performed, establishing the one based on the at least one path function The steps of the interactive support service include: providing the interactive support service related to customer management. The client support method of claim 5, wherein the client support server detects at least one internal device in the private network through the at least one connection, and detects the at least the private network. The step of an alarm event includes: monitoring the at least one internal device and the at least one connection; and determining whether the monitoring result meets the at least one alarm event. The client support method of claim 5, wherein the at least one remote management operation further comprises an authentication operation, and the step of performing the at least one remote management operation via the second network further comprises: The public network receives an identity information, wherein the identity information corresponds to the networked device in the public network; and the at least one remote management job is enabled according to the identity information to complete the authentication operation. A client support server comprising: a communication module for transmitting and receiving signals; and a processing unit coupled to the communication module and configured to perform the following steps: providing a networked device via the communication module via a Connecting the network; and providing at least one path function to the network device through the communication module, the at least one path function includes a sales function, a planning function, a technical support function, a one-dimensional operation function, and a customer management function One or a combination thereof, and based on the at least one path function, establishing an interactive support service, wherein the interactive support service includes at least one remote management job for the maintenance function, and the client support server is a first network, and the networked device is in a second network, and the networked device performs the at least one remote management operation via the second network, wherein the first network is different from the second network The at least one remote management operation includes a notification operation, the first network is a private network, and the second network is a public network, and the processing The detection yuan At least one alarm event in the private network, and sending the at least one alarm event to the network device via the public network to perform the notification operation, wherein the at least one remote management job further includes a device management job, and The processing unit provides a network management system to the networked device, wherein the network management system is configured to control the at least one internal device and the client support server in the private network, and the networked device is connected to the public network The device sends a device management command to the client support server, and the processing unit controls the network management system according to the device management command to execute the device management job.