Re: [WEB400] Customer Service -- Online

["Brad Stone" <brad@xxxxxxxxxxxx>]

Ok, one last time...

> >Because I know the people and business that he's
> building this for very
> well.
>
> Fair enough. Perhaps they are indeed a special case.
> Let's ignore this
> special case.

It's not a special case.  As I will try and explain again...

>
> >...web works great for simple order history...
> >But in-house...things get a little complex.
> >Not a great fit for web.
>
> I'd be curious why you feel complex data isn't a great
> fit for the web. Yes,
> I admit there are some things that aren't made for the
> web. These would
> include interfacing with client-side hardware (scanners,
> complex printers,
> handhelds, etc), complex graphics operations (GIS type
> stuff, CAD, Photo
> editing, etc.) and system level operations (disk defrags,
> anti-virus
> software, etc.) However, for the kind of stuff we all do
> (with iSeries
> backgrounds) I think it can be all handled with a
> browser[1].

I'm not talking hardware or interfaces.  Business rules.

> I'm curious why you
> think that anything more complex than a simple order
> history is beyond the
> capabilities of browser-based interfaces.

I didn't say that.  You're putting words into my mouth and
reading too much into my statement.  "Web" vs. "in house" is
what I said.

Unless you're selling one item with no options, things get
tricky.

What you will present to the web user and what your CSR will
want as far as detail will differ.  That's all I'm saying.
But not in all cases as you pointed out.  And we're full
circle back to Aaron's original question..  I know the CSRs,
I know the business, and I know the level of detail that
they want is much more than a user on the web will require.
I also think a GUI may be the solution, I never made a
definate suggestion for that, I told him it may be worth
looking into.

Brad