Technological Strategies for Customer Service in a Service Sector Company

Abstract

This research corresponds to the design of technological strategies for a Service Sector Company. The study used a descriptive level methodology, of a non-experimental nature, with a non-probabilistic convenience sample of100 users. For da ta 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" satisfaction level was determined with 44% acceptance, demonstrating the need to improve the current customer service process. for which four strategies were 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 strategies based on ICTs in the customer service process, achieve significant advantages in terms of the efficiency and effectiveness of the management of activities involved and their relationship with users.