How to reduce the causes of call center contact by implementing web self-service at Sonae MC?

Detalhes bibliográficos
Autor(a) principal: Reis, Mariana Montez Barata Coelho dos
Data de Publicação: 2016
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/17337
Resumo: This project aims to provide feasible solutions to improve customer´s Help Area at Continente Online. The goal is to increase satisfaction and loyalty by reducing the main causes that lead customers to appeal to Call Center or abandon the website. The pursued solution is the implementation of Web Self-Service and the vision taken is focused not only on providing customers basic help tools but also innovate with international best practices to sustain Sonae MC´s present and future market leader position. Customer´s feedback, costs and impact are taken in consideration to find the best fit for the company.
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spelling How to reduce the causes of call center contact by implementing web self-service at Sonae MC?E-commerceWeb self-serviceHelp areaCall center costsDomínio/Área Científica::Ciências Sociais::Economia e GestãoThis project aims to provide feasible solutions to improve customer´s Help Area at Continente Online. The goal is to increase satisfaction and loyalty by reducing the main causes that lead customers to appeal to Call Center or abandon the website. The pursued solution is the implementation of Web Self-Service and the vision taken is focused not only on providing customers basic help tools but also innovate with international best practices to sustain Sonae MC´s present and future market leader position. Customer´s feedback, costs and impact are taken in consideration to find the best fit for the company.Reis, Afonso MendonçaRUNReis, Mariana Montez Barata Coelho dos2019-01-30T01:30:16Z2016-012016-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/17337TID:201474328enginfo:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T03:55:10Zoai:run.unl.pt:10362/17337Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:23:54.262553Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv How to reduce the causes of call center contact by implementing web self-service at Sonae MC?
title How to reduce the causes of call center contact by implementing web self-service at Sonae MC?
spellingShingle How to reduce the causes of call center contact by implementing web self-service at Sonae MC?
Reis, Mariana Montez Barata Coelho dos
E-commerce
Web self-service
Help area
Call center costs
Domínio/Área Científica::Ciências Sociais::Economia e Gestão
title_short How to reduce the causes of call center contact by implementing web self-service at Sonae MC?
title_full How to reduce the causes of call center contact by implementing web self-service at Sonae MC?
title_fullStr How to reduce the causes of call center contact by implementing web self-service at Sonae MC?
title_full_unstemmed How to reduce the causes of call center contact by implementing web self-service at Sonae MC?
title_sort How to reduce the causes of call center contact by implementing web self-service at Sonae MC?
author Reis, Mariana Montez Barata Coelho dos
author_facet Reis, Mariana Montez Barata Coelho dos
author_role author
dc.contributor.none.fl_str_mv Reis, Afonso Mendonça
RUN
dc.contributor.author.fl_str_mv Reis, Mariana Montez Barata Coelho dos
dc.subject.por.fl_str_mv E-commerce
Web self-service
Help area
Call center costs
Domínio/Área Científica::Ciências Sociais::Economia e Gestão
topic E-commerce
Web self-service
Help area
Call center costs
Domínio/Área Científica::Ciências Sociais::Economia e Gestão
description This project aims to provide feasible solutions to improve customer´s Help Area at Continente Online. The goal is to increase satisfaction and loyalty by reducing the main causes that lead customers to appeal to Call Center or abandon the website. The pursued solution is the implementation of Web Self-Service and the vision taken is focused not only on providing customers basic help tools but also innovate with international best practices to sustain Sonae MC´s present and future market leader position. Customer´s feedback, costs and impact are taken in consideration to find the best fit for the company.
publishDate 2016
dc.date.none.fl_str_mv 2016-01
2016-01-01T00:00:00Z
2019-01-30T01:30:16Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/17337
TID:201474328
url http://hdl.handle.net/10362/17337
identifier_str_mv TID:201474328
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/embargoedAccess
eu_rights_str_mv embargoedAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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