Technological Strategies for Customer Service in a Service Sector Company

Authors

Deza Castillo, Juan Miguel

Florian Castillo, Odar Roberto

Arribasplata Meléndez, Tatiana Katerinne

Pereda García, Karla Valeria

Abstract

The following research corresponds to the design of technological strategies for a Service Sector Company The study changed a descriptive level methodology, of a non-experimental nature, with a non-probabilistic convenience sample of 100 users. For data collection, the following were used: the questionnaire card, the interview guide and the registration form, which were validated by expert judgment. From the situational analysis for the company, as well as the results of the surveys and taking the NPS as an indicator, an "acceptable" level of satisfaction is limited with 44% acceptance, demonstrating the need to improve the current customer service process, for which four strategies are designed. For the implementation of the strategies, an investment of S/170,208 soles was estimated, determining its viability and the financial, social and environmental benefits in relation to the positive impact it will generate in the organization. On the other hand, it was concluded that the implementation of ICT-based strategies in the customer service process achieved significant benefits in terms of the efficiency and effectiveness of the management of activities involved and their relationship with users.