Requirements Specification. Hooli Help System Requirements

Hooli Help System Requirements
Student’s Name
Institutional Affiliation

Hooli Help System Requirements
Introduction
Hooli Help is a web-based customer support application by Hooli Corporation headquartered in Silicon Valley, California. The system will be designed to connect Hooli’s customers to support agents either through email, chat, or phone. Since Hooli is a global corporation, the system will enable clients from different parts of the world to get appropriate assistance regardless of their language differences. Notably, Hooli Corporation understands the significance of being there for its customers when they need help. For this reason, Hooli Help will ensure that clients get the most appropriate help immediately they need it. Hooli’s customers will have access to an accurate, reliable, user-friendly, and available system where their issues will be solved. With just a few clicks or touch of a button, customers will be connected to Hooli support agents.
Table of ContentsOverview/Executive SummaryHooli Help objectives, solution to issues, and functionality.BackgroundProblem motivation, key definitions, and potential impact.Environmental Constraints/Application ContextWhat Hooli Help will interact with and the operating environment.Functional Requirements and Critical Use Cases (Feature inventory and details)It comprises the specific user’s roles and respective functionalities. Moreover, it gives a detailed description of each goal and functionality.Software Qualities and Non-Functional Requirements.It depicts the ideal system qualities and their constraints within Hooli Help.Other RequirementsIt shows other system requirements and pertinent data.Assumptions/RisksIt depicts the assumptions of running the system and the associated risks.Priorities/Implementation PhasesIt portrays how Hooli Help will be implemented.Go to Market PlanIt shows how the system will be deployed, appropriate marketing channeles, and benefits of Hooli Help to users.PrivacyIt shows how the system will facilitate customer data protection.Open IssuesIt lists the controversial, dependent, or unresolved issues.Future Directions and the Expected ChangeIt outlines things that should be done in the future to upgrade the system or optimize its usability.
Overview/Executive Summary
Hooli Help is a customer support system that will allow users to get appropriate assistance regardless of their geographic location or time zone. The system will encompass an Android app, an iPhone app, and a website designed to enable clients to feel at the right place. In the digital era, any company that does not assist its customers, when they encounter issues emanating from its products or services, is planning to fail. Hooli Help will have a user-friendly interface that will allow clients to navigate various features and functionalities with ease.
Hooli customers will no longer have to take an extended period before they get appropriate help when they encounter problems with the company’s products. In most cases, clients start searching for substitute products or services from competitors when they cannot get assistance from the service provider. On that note, Hooli Corporation does not only want to attract new customers, but it also needs to maintain them. However, there is no other way that a company can retain its clients in the international market without implementing an effective communication medium where customers can get help. By using a computer, iPhone, or Android device, Hooli clients can ask questions and get relevant answers instantly via a chat, email, or phone call.
Background
Since Hooli is a global company, identifying and addressing clients’ problems might be difficult without an effective customer support system. Hooli Help will serve clients across different spectrums and cultures. For this reason, the system must incorporate a Google translator to enable support agents to help customers who might not understand the universal language. Hooli Help is an app for everyone, and language is not a barrier that might prevent clients from getting appropriate assistance. The primary focus of the customer support system is to ensure that Hooli answers the questions that users of its products might be having. Indeed, to make this process effective and efficient, Hooli Help will have a ticketing system that enables support agents and customers to keep track of the problem. The ticketing system will be only closed when clients have been satisfied with the help provided by Hooli agents. For new customers to access assistance, they will be required to first register with the system. Hooli Help is all about bringing clients closer to the company during the time of need.
Problem Motivation
With a large customer base worldwide, some clients’ issues might go unnoticed, which might affect the reputation of the Hooli adversely. Traditionally, it took a few days for Hooli clients to get help due to the ineffective customer help program that was introduced prioritizing the needs of the locals. In particular, having international customers’ means that not everyone can access Hooli’s physical offices when they need assistance. Hooli Help will revolutionize the way clients’ problems are handled by offering assistance immediately customers need it. Customers will never feel as if they are neglected by the company for the lack of an effective communication channel. Moreover, the most significant thing that a firm should do to retain its clients is by giving them a shoulder to lean on when things get tough.
Key Definitions
TermDefinitionUIUser interface is the front end or the face of the application that interacts with users. AppThe application is the software that serves a particular purpose.RobustnessIt refers to the ability of an application to withstand unanticipated occurrences.UsabilityUsability refers to the availability and ease of use for a specific application.CloudIt refers to the virtual databases that store data on the Internet.Web-based appIt refers to an application that runs on a web browser.
Potential Impact
Hooli Help will improve the way customers relate to the company. Clients from different parts of the world will be happy and contented to use Hooli products since they can get appropriate help when the need arises. Additionally, Hooli is likely to increase its customer base worldwide, leading to a rise in sales and profits. Clients will no longer be afraid to buy Hooli products since whenever a problem arises, they will get appropriate help with a tap on their smartphone screens. The company will benefit from Hooli Help since it will understand customers’ preferences and tastes in different parts of the world, which will help in the modification of the existing products and services accordingly. Overall, Hooli Help will enable the firm to build a superb reputation in the international market.
Application Context/Environmental Constraints
Hooli Help is a web app that customers can access on any web browser, such as Microsoft Edge, Google Chrome, Opera, Safari, Internet Explorer, and Mozilla Firefox. Anyone using a desktop, laptop, smartphone, tablet, or other electronic devices will access the app as long as one has a stable Internet connection. However, if a user accesses the website using an Android device or iPhone, one will be redirected to a link for downloading the app. For Hooli Help to improve users’ experience, it will sync with their email or social media accounts such as Facebook. In essence, synchronization will only occur when the electronic device that one is using is connected to a Wi-Fi. If there is no Wi-Fi, the user will be prompted to use cellular data or skip that step and do it later, when one has a reliable Internet connection.
Hooli Help will have a friendly user interface (UI) to enable the customer to navigate easily despite the electronic device that one is using. Specifically, its UI will be intuitive and straightforward to use. For example, users will easily navigate from one page to another. Hooli Help will almost be effective and efficient, like Zendesk. Users viewing Hooli Help from computers will see more details as opposed to those using smartphones. In other words, the smartphone app will compress some details and offer the relevant ones on the default home page. The conversation between the support agents and customers will be recorded for quality purposes. Additionally, the thread of chats will be emailed to customers after they get appropriate help.
Functional Requirements and Critical Use Cases
Figure 1 shows Hooli Help use case diagram. Indeed, it has three primary actors: the main user, Hooli support agent, and a guest user. The primary user has all the functionalities. However, the Hooli support agent and the guest user’s functionalities are limited. For example, the guest user is re...