As estratégias adotadas pelo e-commerce que facilitam o autoatendimento e que possibilitam um valor agregado ao cliente no processo de pré-vendas

• Autor(a) principal: Tojo, Lucas Nicodemo
• Data de Publicação: 2023
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Biblioteca Digital de Teses e Dissertações da PUC_SP
• Texto Completo: https://repositorio.pucsp.br/jspui/handle/handle/34768
• topic: CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO; Atendimento ao cliente; Atendimento como diferencial no varejo online; Auto atendimento para o cliente; Customer service; Customer service as differential in online retail; Self service for the customer

The present monograph project will be presented with the main focus on analyzing and understanding the importance of customer service as a deciding factor in the online retail buying process, with the objective of analyzing the main points and factors that can be considered as barriers and facilitators in cases of power plants that have a self-service tool, thus causing managers to analyze the possibility of modernizing, including this tool that they do not yet use And how strategic the call center can become to increase sales conversion. The topic in question was adopted and will be discussed, since I have always had direct contact with this area, and in direct conversations with managers in the market it was noticed the neglect and inefficiency in customer service. The service should be one of the main departments of any company because it is the "gateway" and main means of communication with the end customer, and thus, will be used as a medium of bibliographical studies of great scholars references in this segment, In addition to research being exploratory and field. It is possible to cite some theoretical references, the study on the bibliography of Prof. Master and Doctor Alexandre Luzzi Las Casas, in addition to the worldrenowned Michael Porter, thus having as main results expected the confirmation that the customer service much more than just a department or A cost center, should be considered by the managers as a strategic and business area, in addition to finding the satisfaction of the clients interviewed for always having an open channel of communication with several companies and the main one, through them giving voice to the client