Scope of Customer Support System Final Year Project

1. Project Objectives

• Ticket Management: Track and manage customer support tickets from creation to resolution.
• Knowledge Base: Provide a repository of information and FAQs for self-service support.
• Communication Channels: Integrate various communication channels (e.g., email, chat, phone).
• Customer Interaction Tracking: Record and analyze customer interactions and support history.
• Reporting and Analytics: Generate reports and insights on support metrics and performance.

2. Functional Requirements

• Ticket Management:
  • Ticket Creation: Allow customers to create support tickets through web forms, email, or chat.
  • Ticket Tracking: Track the status and progress of support tickets.
  • Assignment and Routing: Assign tickets to support agents and route based on criteria (e.g., issue type, priority).
  • Resolution and Closure: Handle ticket resolution and closure, including communication with the customer.
• Knowledge Base:
  • Article Management: Create, update, and manage knowledge base articles and FAQs.
  • Search and Navigation: Enable users to search and navigate the knowledge base.
  • User Contributions: Allow users to submit feedback or suggestions on knowledge base articles.
• Communication Channels:
  • Email Integration: Manage support tickets created via email.
  • Chat Integration: Provide real-time chat support for customers.
  • Phone Integration: Log and manage support calls, if applicable.
• Customer Interaction Tracking:
  • Interaction History: Maintain records of all customer interactions and support tickets.
  • Customer Profiles: Track and manage customer profiles and support history.
  • Interaction Analysis: Analyze customer interactions to identify trends and common issues.
• Reporting and Analytics:
  • Performance Reports: Generate reports on ticket volume, resolution times, and agent performance.
  • Customer Satisfaction: Collect and analyze customer feedback and satisfaction scores.
  • Trend Analysis: Provide insights into common issues and support trends.

3. Non-Functional Requirements

• Usability: Intuitive user interface for customers, support agents, and administrators.
• Performance: Efficient handling of ticket creation, communication, and reporting.
• Security: Secure handling of customer data and support ticket information.
• Scalability: Ability to handle increasing numbers of tickets, users, and interactions.
• Reliability: High system uptime and robustness to ensure continuous operation.

4. Technology Stack

• Front-End: Technologies for the user interface (e.g., HTML, CSS, JavaScript, frameworks like React or Angular).
• Back-End: Server-side technologies (e.g., Node.js, Django, Flask).
• Database: Database management system (e.g., MySQL, PostgreSQL, MongoDB).
• Communication Integration: Integration with email services (e.g., SMTP, SendGrid), chat platforms (e.g., Twilio), and phone systems.
• Deployment: Hosting and deployment platforms (e.g., AWS, Heroku, Azure).

5. System Design

• Architecture: Overview of system architecture (e.g., client-server model, microservices).
• Data Model: Design of the database schema, including tables for tickets, users, knowledge base articles, and interactions.
• User Interface Design: Wireframes or mockups for different user roles (e.g., customers, support agents, administrators).

6. Implementation Plan

• Development Phases: Breakdown of phases (e.g., requirement analysis, design, development, testing, deployment).
• Timeline: Project milestones and deadlines.

7. Testing and Validation

• Test Cases: Define test cases for functionalities such as ticket management, knowledge base searches, and communication integrations.
• Bug Tracking: System for tracking and managing bugs and issues.
• User Testing: Collect feedback from end-users (e.g., support agents, customers) to refine the system.

8. Documentation

• User Manual: Instructions for end-users on how to use the system.
• Technical Documentation: Detailed documentation on system architecture, design decisions, and codebase.

9. Future Enhancements

• Feature Expansion: Potential future features (e.g., AI-driven chatbots, integration with CRM systems).
• Additional Modules: Possible additional modules like multi-language support, advanced analytics, and customer feedback surveys.

10. Limitations

• Scope Limitations: Define what the project will not cover (e.g., integration with advanced CRM systems, extensive multi-channel support beyond basic email, chat, and phone).

11. Budget and Resources

• Budget: Estimated costs for development tools, hosting, and other resources.
• Resources: Required hardware and software resources for development and deployment.