Abstract:
The present disclosure relates to a system and method for providing personalized customer support. The method comprises receiving information from a customer, evaluating the customer information, identifying customer support information relevant to the customer information, and presenting the relevant customer support information to the customer. In a preferred arrangement, the method comprises automatically generating a personalized web page containing the customer support information particular to the customer and its business.

Description:
FIELD OF THE INVENTION  
         [0001]    The present disclosure relates to a system and method for personalized customer support. More particularly, the disclosure relates to a series of personalized web pages that are adapted to help customers with their particular needs.  
         BACKGROUND OF THE INVENTION  
         [0002]    Often, equipment and software vendors offer many different products for sale. Many such vendors offer customer support for these products online over the Internet. Because of the large number of products offered, it can be difficult for a customer to locate information about the products, and solve any problems the customer may be having with them. In addition, even if the customer can locate the relevant information as to a particular product or problem, the information may not be at the technical level best suited for that particular customer. For instance, the customer may have business experience but may be very technically inexperienced. Therefore, the information provided to the customer may be too advanced and therefore of little use to the customer.  
           [0003]    From the foregoing, it can be appreciated that it would be desirable to have a source for customer support in which the information most relevant to the customer can be easily accessed. In addition, it would be desirable to have a source which provides this information at a technical level that is well suited for the customer. With such a source, the customer&#39;s needs would be more efficiently and effectively served.  
         SUMMARY OF THE INVENTION  
         [0004]    The present disclosure relates to a system and method for providing personalized customer support. The method comprises receiving information from a customer, evaluating the customer information, identifying customer support information relevant to the customer information, and presenting the relevant customer support information to the customer. In a preferred arrangement, the relevant customer support information is presented to the customer with one or more automatically generated, personalized web pages.  
           [0005]    The system can comprise means for receiving information from a customer, means for evaluating the customer information, means for identifying customer support information relevant to the customer information, and means for presenting the relevant customer support information to the customer. Alternatively, the system can comprise logic configured to receive information from a customer, logic configured to evaluate the customer information, logic configured to identify customer support information relevant to the customer information, and logic configured to present the relevant customer support information to the customer.  
           [0006]    The features and advantages of the invention will become apparent upon reading the following specification, when taken in conjunction with the accompanying drawings.  
       
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0007]    The invention can be better understood with reference to the following drawings. The components in the drawings are not necessarily to scale, emphasis instead being placed upon clearly illustrating the principles of the present invention.  
         [0008]    [0008]FIG. 1 is a schematic illustrating a system over which personalized customer support can be provided.  
         [0009]    [0009]FIG. 2 is a schematic illustrating an example architecture of a web server shown in FIG. 1.  
         [0010]    [0010]FIG. 3 is a flow chart illustrating the functionality of a web page module shown in FIG. 1.  
         [0011]    [0011]FIG. 4 illustrates an example personalized home page generated by the web server shown in FIGS. 1 and 2.  
         [0012]    [0012]FIG. 5 illustrates an example personalized training page generated by the web server shown in FIGS. 1 and 2.  
         [0013]    [0013]FIG. 6 illustrates an example personalized issue dispatch page generated by the web server shown in FIGS. 1 and 2.  
         [0014]    [0014]FIG. 7 illustrates an example personalized troubleshooting page generated by the web server shown in FIGS. 1 and 2.  
         [0015]    [0015]FIG. 8 illustrates an example personalized database search page generated by the web server shown in FIGS. 1 and 2.  
         [0016]    [0016]FIG. 9 illustrates an example personalized database search results page generated by the web server shown in FIGS. 1 and 2.  
         [0017]    [0017]FIG. 10 illustrates an example personalized design assistance page generated by the web server of FIGS. 1 and 2.  
         [0018]    [0018]FIG. 11 illustrates an example personalized design results page generated by the web server shown in FIGS. 1 and 2.  
         [0019]    [0019]FIG. 12 illustrates an example personalized strategic planning assistant page generated by the web server shown in FIGS. 1 and 2.  
         [0020]    [0020]FIG. 13 illustrates an example personalized strategic planning assistant results page generated by the web server shown in FIGS. 1 and 2.  
         [0021]    [0021]FIG. 14 illustrates an example personalized solution alternatives page generated by the web server shown in FIGS. 1 and 2.  
         [0022]    [0022]FIG. 15 illustrates an example personalized e-mail dispatch page generated by the web server of FIGS. 1 and 2.  
         [0023]    [0023]FIG. 16 illustrates an example personalized profile page generated by the web server shown in FIGS. 1 and 2.  
         [0024]    [0024]FIG. 17 illustrates an example personalized profile update page generated by the web server shown in FIGS. 1 and 2. 
     
    
     DETAILED DESCRIPTION  
       [0025]    Referring now in more detail to the drawings, in which like numerals indicate corresponding parts throughout the several views, FIG. 1 illustrates a system  100  over which personalized customer support can be provided. As illustrated in this figure, the system  100  includes a network  102  that normally comprises the Internet and the various infrastructure over which the Internet operates. Although the Internet is presently preferred, it will be understood that alternative communications networks, as well as combinations thereof, could be used if desired. As is further identified in FIG. 1, the system  100  can include a plurality of customer computing devices  104  that are connected to the network  102 . As is discussed in greater detail below, these customer computing devices  104  can be used by customers to access personalized customer support over the system  100 . By way of example, the customer computing devices  104  can each comprise a desktop computer  106  and an associated monitor  108 . Although this configuration is illustrated in FIG. 1, it will be appreciated that alternative configurations are feasible and may be preferable.  
         [0026]    Also connected to the network  102  is a web server  10 . As indicated in FIG. 1, this web server  110  is capable of generating and maintaining one or more series  112  of personalized web pages that can be accessed by customers through use of the customer computing devices  104 . As is explained below, these personalized web pages provide customer support to the customers, and, more particularly, support that is particular to the customers in some manner.  
         [0027]    [0027]FIG. 2 illustrates an example architecture of the web server  110  shown in FIG. 1. As indicated in FIG. 2, the web server  110  normally comprises a processor  200 , a memory  202 , one or more input devices  204 , one or more output devices  206 , one or more display devices  208 , a network interface  210 , and a local interface  212  to which each of the web server components is electrically connected. By way of example, the processor  200  can comprise one or more computer processor units (CPUs). Accordingly, although a single web server  110  is shown and discussed herein, it will be appreciated that this web server can actually comprise two or more servers that operate in conjunction. Moreover, although a web server is preferred, it will be understood that alternative computing devices capable of similar functionality can be used.  
         [0028]    The memory  202  comprises any calibration of volatile and nonvolatile memory elements, but preferably volatile random access memory (RAM) as well as nonvolatile storage memory (e.g., one or more hard disks or other storage media) that store data within the web server  110 . The input devices  204  typically comprise user interface devices, such as a keyboard and mouse, with which a user (e.g. a system administrator) can operate and control the web server  110 . In addition, these input devices  204  normally include interface components through which data can be received from a system user (e.g., customer). Similarly, the output devices  206  normally include interface components through which data can be transmitted from the web server  10  to the system user. The display devices  208  normally comprise one or more computer monitors with which the system administrator(s) can visually interface. Finally, the network interface  210  can comprise a device with which the server  110  can transmit and receive information to and from the network  102 , for example, a modem.  
         [0029]    The memory  202  stores an operating system  214  comprising the various execution commands for operating the web server  110 . In addition, the memory  202  stores a web page generation module  216  that contains the various commands needed for generation, maintenance, and control of web pages that are displayed to a customer via the customer computing devices  104 . The web page generation module  216  preferably comprises software and/or firmware. When configured in this manner, the module  216  can be stored and transported on any computer-readable medium for use by or in connection with an instruction execution system, apparatus, or device, such as a computer-based system, processor-containing system, or other system that can fetch the instructions from the instruction execution system, apparatus, or device and execute the instructions. In the context of this document, a “computer-readable medium” can be any means that can contain, store, communicate, propagate, or transport the program for use by or in connection with the instruction execution system, apparatus, or device.  
         [0030]    The computer-readable medium can be, for example, an electronic, magnetic, optical, electromagnetic, infrared, or semi-conductor system, apparatus, device, or propagation medium. More specific examples (a non-exhaustive list) of the computer-readable medium includes the following: an electrical connection (electronic) having one or more wires, a portable computer diskette (magnetic), a RAM (electronic), a read-only memory (ROM) (electronic), an erasable programmable read-only memory (EPROM) or Flash memory (electronic), and optical fiber (optical), and a portable compact disk read-only memory (CDROM) (optical). Note that the computer-readable medium could even be paper or another suitable medium upon which the program is printed, as the program can be electronically captured, via for instance, optical scanning of the paper or other medium, then compiled, interpreted or otherwise processed in a suitable manner if necessary, and then stored in a computer memory.  
         [0031]    In addition to the operating system  214  and the web page generation module  216 , the memory  202  can include a data library  218  that contains a plurality of data modules containing customer support information. As is discussed below, the data modules can be used to create the personalized customer support web pages. In use, the web server  110  and, more particularly the web page generation module  216 , can be used to provide personalized customer support over the Internet. By way of example, this customer support can provide training as to the initialization and configuration of products owned by the customer, troubleshooting as to problems the customer is experiencing with these products, detailed textual information as to the products, notification as to new software for the products, notification as to new products the customer may need, and other information particular to the customer. In order to personalize the information presented to the customer, information is first collected about the customer and its business to create a customer profile. This information can be obtained in various ways. By way of example, this information can be obtained through customer registration of a newly-purchased product. This registration can be manually effected by the customer by filling out a form accompanying the product literature, or by a sales representative that has sold the product to the customer. Alternatively, registration can be effected online by accessing an online registration form at any time.  
         [0032]    Preferably, the customer information used to form the customer profile is obtained through a survey facilitated online via the Internet by web server  110 . In such a scenario, the survey can comprise a series of questions (e.g., presented over a series of web pages) that query the customer as to its business, the products the customer owns, and the customer&#39;s technical level of expertise. To simplify analysis of the customer responses and facilitate automatic generation of the customer support web pages, some of the queries can be in the form of multiple choice questions. Optionally, the amount of information obtained by the web server  110 , and therefore, the length of the survey, can be pre-selected by the customer. In this manner, the customer can choose to complete a simple or detailed version of the survey, as desired. With regard to the customer&#39;s business, the survey can query the customer as to the type and volume of the business, the number and size of its locations, the number of users of its computing equipment, the nature of the use including the frequency of use and manner of use, the configuration of the various office locations, and so forth. Where the business includes multiple locations, it will be appreciated that separate personalized customer support (e.g., a separate series of personalized web pages) can be generated for each office, if desired. In addition, the business information requested can include contact information of one or more persons associated with the business that will normally access the personalized web pages in search of support.  
         [0033]    As for product information, the system can query the customer as to the make and model of the various products owned by the customer (including third party products), the network configuration used by the customer, the applications used by the customer, software owned by the customer, present optimization configurations, etc. Finally, with respect to technical expertise, the survey can query the customer as to the level of expertise of the person or persons that will be accessing the personalized web pages. Optionally, the survey can provide the customer with a choice as to the level of technical expertise the provided information will require. For example, three different technical levels can be identified, namely a novice level, intermediate level, and advanced level. Accordingly, in addition to providing information pertinent to the customer&#39;s business and its products, the personalized web pages can be tailored to match the technical skill level of the person or person(s) that will access this information.  
         [0034]    Once the customer registration information has been received by the web server  110 , one or more personalized web pages can be generated. This process is typically performed by the web page generation module  216  shown in FIG. 2. FIG. 3 illustrates the functionality of the web page generation module  216  in such a scenario. With reference to  300 , the web page module  216  first receives the customer data, e.g., obtained on-line through the customer survey. Once received, the data can be used by the web page module  216  to generate various personalized web pages. To do this, the module evaluates the customer provided data, as indicated in block  302 , and determines which data modules of the data module library are pertinent to these data, as indicated in block  304 . This step can, for instance, be accomplished by matching designations assigned to customer responses with like designations assigned to the pertinent data modules. In this manner, each customer response can be cross-referenced with a comprehensive set of data modules so that all relevant information can be presented to the customer. To ensure the correct technical level information is provided to the user, this process can further entail matching the customer&#39;s response with the one or more data modules that pertain to a customer response both in subject matter and degree of technicality.  
         [0035]    Once the pertinent data modules have been determined by the web page generation module  216 , the web page generation module prepares the data modules for inclusion in one or more web pages, as indicated in block  306 . Typically, this step comprises determining the appropriate location (e.g., which web page) for each data module as well as formatting the modules to satisfy predetermined aesthetic requirements. After the data modules have been prepared, the web page generation module  216  creates the one or more personalized web pages, as indicated in block  308 . By way of example, this process can entail populating web page shells with the data modules that have been determined to be relevant to the customer. At this point, the web page(s) can be made accessible to the customer, as indicated in block  310 . Typically, this step involves pasting the web page(s) on the Internet and, more particularly, the WorldWide Web.  
         [0036]    FIGS.  4 - 7  illustrate example personalized web pages of the type that can be generated by the web page generation module  216  in response to input customer data. Typically, each of these pages can be accessed with an appropriate customer computing device  104  (FIG. 1) operating appropriate web browser software. With reference to FIG. 4, illustrated is a personalized home page  400 . It is to be noted that the page configuration shown in FIG. 4, as well as FIGS.  5 - 7 , is presented for purposes of example only and is not intended to limit the scope of the present disclosure. Moreover, it is to be understood that the customer can be provided with appropriate means to alter the arrangement of these pages to further personalize them in a manner desired by the customer.  
         [0037]    As indicated in FIG. 4, the personalized home page  400  includes a heading  402 , which normally identifies the customer by name. Underneath the heading, is a plurality of links  404  that pertain to specific features associated with the home page  400 . In the example shown in FIG. 4, these links  304  include a training link  406 , a troubleshooting  408 , a database link  410 , a design assistant link  412 , a strategic planning assistant link  414 , a solution alternatives link  416 , an e-mail dispatch link  418 , and a profile link  420 . As is discussed below, each of these links  404  normally is used to access one or more other personalized web pages generated and maintained by the web page generation module  214 . Examples of several of these pages are provided in the descriptions associated with FIGS.  5 - 16 . As is further indicated in FIG. 4, some of the links  404  can include associated feature descriptions  322  that identify the nature of the features accessible by selecting the appropriate links. In addition to these descriptions  422 , the personalized home page  400  can also include new posting alerts  424  that call the customer&#39;s attention to new postings associated with particular features. For instance, as indicated in the example of FIG. 4, new posting alerts  424  are shown in association with the troubleshooting link  408  and the database link  410 .  
         [0038]    When the training link  406  is selected, the user is presented with a personalized training page  500  illustrated in FIG. 5. As with the home page  400 , the training page  500  includes a personalized heading  502 . Underneath this heading  502  is a plurality of links  504  that are relevant to the customer&#39;s profile created through the registration process. Accordingly, by way of example, these links  504  can pertain to specific equipment, software, and combinations thereof that the customer currently uses. For instance, the first of the links  504  shown in the example page  500  relates to Web JetAdmin™, indicating that the customer currently uses Web JetAdmin™ software. In addition to these links  504 , the training page  500  can include feature descriptions  506  pertinent to each of the links  504 . In use, these links  504  can be selected by the customer to obtain specific information about the products identified by the links. This information is normally presented in the form of tutorial information for the initialization configuration of the products identified on the page  500 . In a preferred embodiment, selection of these links  504  results in the relevant information being presented to the user in one or more types of non-textual media. These media can comprise audio and/or video (e.g., mpegs, streaming video, etc.) that not only describe the product initialization and configuration procedures, but also shows the customer how to proceed. For example, a video clip can be presented to the customer that shows a printer being installed and prepared for use. Typically the non-textual media is presented to the customer in a “pop-up” window (not shown) that, at least temporarily, overlaps the training page  500 . Where more than one module of information relevant to the link  504  exists, selection of the link can deliver the customer to a further training page or pages (not shown) where these modules can be accessed. Arranged in this manner, the customer can obtain the necessary training information in a highly convenient and efficient manner.  
         [0039]    In addition to the links  504  described above, the training page  500  can include an e-mail dispatch link  504  and an issue dispatch button  510 . With reference to FIG. 6, illustrated is a personalized e-mail dispatch page  600  accessible by selection of the e-mail dispatch link  504 . The e-mail dispatch page  600  includes a personalized heading  602  and a variety of text fields  604  and check boxes  606  with which the customer can enter textual information and indicate various selections, respectively. Accordingly, with the text fields  604  and the check boxes  606 , the customer can identify certain issues as well as make comments and/or pose questions the customer may have about products supported by the system. Once the information has been identified, it can be directed to the web server  110 , and a customer service representative, by selecting a send e-mail button  608 . The customer can then await a reply directed to an e-mail address specified in the customer profile.  
         [0040]    Selection of the issue dispatch button  510  presents the customer with an issue dispatch page  700  illustrated in FIG. 7. As indicated in this figure, the issue dispatch page  700  includes a personalized heading  702  as well as a listing  704  of particular topics the customer has “investigated” while navigating the various personalized web pages up to the point at which the issue dispatch button  510  was selected. For instance, if the user had previously selected links pertaining to Web JetAdmin™, the listing  704  would note this fact in the issue dispatch page  700 . Accordingly, the listing  704  provides a summary of the user&#39;s session navigating the personalized web pages. This feature both provides the customer with a review of what information was accessed and helps customer services representatives narrow the field of possible issues with which the customer is concerned when the customer poses an issue for the representatives. Below the listing  704 , the customer&#39;s contact information  706  can be provided. By way of example, this information  706  can identify a particular customer employee as well as his or her phone number and e-mail address. The issue dispatch page  700  further includes an e-mail dispatch button  708  used to e-mail the issue to the customer service representative and an issue call back button  610  used to prompt a customer service representative to contact the customer at the phone number identified in the contact information  706 . Accordingly, through the provision of the e-mail dispatch button  708  and the call back button  710 , a particular customer issue can be directly addressed by a human being that either directly responds to the customer via e-mail or telephone.  
         [0041]    Returning to FIG. 4 and the personalized home page  400 , the customer can further obtain troubleshooting information from the system by selecting the troubleshooting link  408 . Selection of this link  408  presents the customer with a personalized troubleshooting page  800  illustrated in FIG. 8. As indicated in this figure, the troubleshooting page  800  includes a personalized heading  802  similar to that one described above and a plurality of links  804  that are relevant to the information contained within the customer profile. As with the training page  500 , the troubleshooting page  800  can include feature descriptions  806  that describe the features that can be accessed by selecting an associated link  804 . Unlike the training page  500 , however, the troubleshooting page  800  is directed at solving problems that are being experienced by the customer with one or more of the supported products. By way of example, these problems can be individually identified with the links  804 . When one of the links  804  is selected by the customer, information concerning the particular product and/or problem is provided to the customer. As with the training page  500 , this information preferably is presented to the customer with various forms of non-textual media such as audio and/or video. Accordingly, the relevant information can be succinctly and efficiently communicated to the customer without requiring the customer to read through long sections of text.  
         [0042]    The troubleshooting page  800  normally further includes an e-mail dispatch link  808  and an issue dispatch button  810  that are used in similar manner to the like-named features described above with reference to FIG. 5. As is further identified in FIG. 8, troubleshooting new postings to the troubleshooting page  800  are highlighted with a new postings indicator  812 , for instance a star icon. This indicator  812  is used to identify new postings to the customer to ensure the customer sees the most up-to-date information. By way of example, postings that have been posted since the last time the customer accessed the personalized web pages can be highlighted. Alternatively, new postings can be any postings that have been recently posted by the web server  110  (e.g., within the last two weeks). Although the new postings indicator  812  has been described in relation to the troubleshooting page  800 , it is to be understood that such an indicator can be used in similar manner in substantially any page generated by the web page module  214  to identify a new posting to the customer.  
         [0043]    With reference back to FIG. 4, the customer can also access textual information about the products it owns (as well as other products available from the system host) by selecting the database link  410 . With reference to FIG. 9, selection of the database link  410  presents the user with a database search page  900 . As indicated in FIG. 9, the database search page  900  includes a personalized heading  902  as well as check boxes  904  and text fields  906  that can be used by the customer to create a search inquiry with which the customer can locate textual information stored within the web server  110 , for instance, in data library  216 . By way of example, the database searched can include technical documents, operation manuals, specifications. Accordingly, the database search page  900  can be used to locate highly detailed information that the customer may wish to access if the customer&#39;s needs have not been met by the training or troubleshooting pages  400  and  700 , respectively.  
         [0044]    In a preferred arrangement, the customer can be presented with the option to conduct an “easy search” or an “advanced” key word search (Boolean search). In the example shown in FIG. 8, the customer has determined to conduct an easy search for a LaserJet 3150™ cross-referenced with the Windows NT 4.0™ operating system and the key word “troubleshooting.” Once this information has been entered by the customer, the customer can select an enter button  808  or  812  with which the various elements of the search inquiry can be submitted to the web server  110  and the various search results presented to the customer. In addition to these features, the database search page  900  further can include an e-mail dispatch link  912 .  
         [0045]    [0045]FIG. 10 illustrates a personalized database search results page  1000  in which the results to the search entered by the customer in the database search page  900  are presented to the customer. Again, the database search results page  1000  includes a personalized heading  1002 . In addition, the page  1000  includes a search results window  1004  in which various links  1006  to information located by the web server  110  can be accessed. For instance, in the example shown in FIG. 10, the search results include a troubleshooting tree for a LaserJet 3150™. With the results page  1000 , the customer can select the links  1006  presented in the search results window  1004  to access the pertinent information. If for some reason the information desired is not identified by the links  1006 , the customer can initiate a new search by selecting the new search button  1008 . As with other pages described above, the database search page  1000  can further include an e-mail dispatch link  1010  and an issue dispatch button  1012 .  
         [0046]    Returning to FIG. 4 and the personalized home page  400 , the personalized web pages can further be used by the customer in designing a computing system, for example, a office network, that will best fit the customer&#39;s needs. In particular, when the customer selects the design assistant link  412 , the customer is presented with a design assistant page  1100  shown in FIG. 11. Again, this page includes a personalized heading  1102 . In addition, the design assistant page  1100  includes an information entry window  1104  with which the customer can input various information relevant to the computer system designing task. By way of example, this information entry window  1104  can include various check boxes  1106  and text fields  1108  that are used to enter this information. Examples of the type of information supplied by the customer in the information entry window  1104  include the number of users for the system, the features that are desired/required of the system (e.g., faxing, scanning, etc.), how many pages are printed weekly, and the like. This information, in conjunction with the information provided to the web server  110  through the customer survey process, provides the web page generation module  214  with enough information to identify the various components system that may be well suited for the customer in designing a computing system. By way of example, these components can be identified with reference to the data library  226 .  
         [0047]    When the customer submits the information by selecting a run design report button  1110 , the customer is presented with design results in a personalized design results page  1200  shown in FIG. 12. Once more, the design results page  1200  includes a personalized heading  1202 . The design results page  1200  also includes a design results window  1204  that provides both information  1206  about the various products suggested by the system, and information  1210  about the costs of these products. If the customer is interested in purchasing one or more of these suggested products, the customer can select the product ordering button  1110  and be delivered to an appropriate order page (not shown) with which the customer can place an order.  
         [0048]    Returning again to FIG. 4, the web server  110  can also provide the customer with information as to the likely performance and optimization of its current computing system to indicate to the customer whether changes are needed. This information can be accessed by selecting the strategic planning assistance link  414 . When this link  414  is selected, the customer is presented with a personalized strategic planning assistant page  1300  illustrated in FIG. 13. As shown in this figure, the strategic planning assistant page  1300  includes a personalized heading  1302  and an information entry window  1304 . Identified in the information entry window  1304  is information concerning the customer&#39;s profile. In particular, provided is the customer&#39;s current computing system configuration  1306 . In addition to this information  1306 , the information entry window  1304  includes a plurality of check boxes  1308  and text fields  1310  with which the customer can enter certain information relevant to optimizing its computing system. For instance, the customer can enter information about how its computing system is currently used and what the customer sees as priorities for its system. Once the relevant information has been entered by the customer, it can be submitted by selecting the run performance report button  1312 .  
         [0049]    When the run performance report button  1312  is selected, the customer is presented with a personalized strategic planning assistants results page  1400  shown in FIG. 14. Once again, this page  1400  includes a personalized heading  1402 . In addition, the page  1400  includes a performance test results window  1404  in which various information  1406  about the computing system performance is provided to the customer. Again, this information can be generated with reference to the data library  216 . If several locations had been identified by the customer in the strategic planning assistant page  1400 , this information can be broken down by these various locations. If, after reviewing the information provided in the performance test results window  1404 , the customer wishes to obtain more information either about the products it currently uses or other products that may work well with its current system, the customer can select the product information button  1408  and be presented with information as to these products.  
         [0050]    Returning once more to the personalized home page  400  shown in FIG. 4, the customer can also be presented with information as to solutions not currently provided by the system host. For instance, if after using the various links  404  provided in the personalized home page  400  the customer has not located the information it is seeking, the customer can select the solution alternatives link  416  to be provided with a solution alternatives page  1500  illustrated in FIG. 15. The solution alternatives page  1500  includes a personalized heading  1502  and an information window  1504 . Normally, the information window  1504  provides information  1506  as to the current computing system configuration being operated by the customer and information as to products or services offered by third party vendors which may be helpful to the customer based on information that has been entered by the customer. Once more, the information about the third party products can be stored in the data library  216 . By providing this information, the system host can aid the customer even where the system host does not currently offer a viable solution to the customer&#39;s problem or needs.  
         [0051]    With reference again back to FIG. 4 and the personalized home page  400 , the customer can also select the profile link  420  to view and/or amend the customer&#39;s profile. When this link  420  is selected by the customer, the customer is first brought to a personalized profile page  1600  illustrated in FIG. 16. This profile page  1600  includes a personalized heading  1602  as well as a current profile window  1604  in which various information as to the customer&#39;s profile is displayed. Where any of this information has changed, the customer can update the information by selecting the update profile now button  1608  and be provided with a personalized profile update page  1700  shown in FIG. 17. This page  1700  includes a personalized heading  1702  as well as an information window  1704  that comprises a plurality of text fields  1706  and check boxes  1708  with which the customer can enter the new information with the web server  110 . Normally, the information addressed in the information window  1704  is similar to that initially received by the web server  110  during the initial registration process. Once the appropriate information has been entered by the customer, the update profile button  1708  can be selected, at which point the web server  110  makes the appropriate changes to the customer&#39;s profile for future reference.  
         [0052]    While particular embodiments of the invention have been disclosed in detail in the foregoing description and drawings for purposes of example, it will be understood by those skilled in the art that variations and modifications thereof can be made without departing from the scope of the invention as set forth in the following claims.