An industry case study: a mobile-based business strategy to improve the customer care service in a major retail company

Customer service is a key factor that influences customer loyalty and overall satisfaction during the buying experience. With the growth of ecommerce, many companies have detect several issues in the performance of their customer service departments. Customer dissatisfaction may represent significan...

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Detalles Bibliográficos
Autores principales: García Vandenbosch, Leandro, Nicoletti, Matías
Formato: Objeto de conferencia
Lenguaje:Inglés
Publicado: 2016
Materias:
Ciencias Informáticas
Cellular architecture (e.g., mobile)
comercio electrónico
servicio al cliente
PBX
Acceso en línea:http://sedici.unlp.edu.ar/handle/10915/58438
http://45jaiio.sadio.org.ar/sites/default/files/1849-4962-1-DR_0.pdf
Aporte de:
SEDICI (UNLP) de Universidad Nacional de La Plata
id I19-R120-10915-58438
record_format dspace
institution Universidad Nacional de La Plata
institution_str I-19
repository_str R-120
collection SEDICI (UNLP)
language Inglés
topic Ciencias Informáticas
Cellular architecture (e.g., mobile)
comercio electrónico
servicio al cliente
PBX
spellingShingle Ciencias Informáticas
Cellular architecture (e.g., mobile)
comercio electrónico
servicio al cliente
PBX
García Vandenbosch, Leandro
Nicoletti, Matías
An industry case study: a mobile-based business strategy to improve the customer care service in a major retail company
topic_facet Ciencias Informáticas
Cellular architecture (e.g., mobile)
comercio electrónico
servicio al cliente
PBX
description Customer service is a key factor that influences customer loyalty and overall satisfaction during the buying experience. With the growth of ecommerce, many companies have detect several issues in the performance of their customer service departments. Customer dissatisfaction may represent significant losses in sales and reputation. In this context, this report describes a success experience in the industry of retail, in which a mobile-based solution was applied to improve the customer service performance and reduce overall costs of one of the major retailers of the US. We present preliminary results indicating the potential benefits of our solution to the company.
format Objeto de conferencia
Objeto de conferencia
author García Vandenbosch, Leandro
Nicoletti, Matías
author_facet García Vandenbosch, Leandro
Nicoletti, Matías
author_sort García Vandenbosch, Leandro
title An industry case study: a mobile-based business strategy to improve the customer care service in a major retail company
title_short An industry case study: a mobile-based business strategy to improve the customer care service in a major retail company
title_full An industry case study: a mobile-based business strategy to improve the customer care service in a major retail company
title_fullStr An industry case study: a mobile-based business strategy to improve the customer care service in a major retail company
title_full_unstemmed An industry case study: a mobile-based business strategy to improve the customer care service in a major retail company
title_sort industry case study: a mobile-based business strategy to improve the customer care service in a major retail company
publishDate 2016
url http://sedici.unlp.edu.ar/handle/10915/58438
http://45jaiio.sadio.org.ar/sites/default/files/1849-4962-1-DR_0.pdf
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AT garciavandenboschleandro industrycasestudyamobilebasedbusinessstrategytoimprovethecustomercareserviceinamajorretailcompany
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