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Customer Support Chat: A strategic tool for a company
Halmstad University, School of Business, Engineering and Science. 1986.
Halmstad University, School of Business, Engineering and Science.
2017 (English)Independent thesis Basic level (degree of Bachelor), 180 HE creditsStudent thesis
Abstract [en]

The purpose of this dissertation is to investigate if a customer support live chat can be used as a strategic tool to increase customer satisfaction and build a stronger relationship. To gather our data, we have chosen to do qualitative interviews with Customer Support Managers at eight different e-commerce companies. By using the model E-Service Quality in the Live Customer Service/Support Chat Success Model (2011) developed by Dr. Ahmed Elmorshidy, we tested if there is a significance between customer satisfaction and the usage of customer support chat. The results we found were in line with our expectations, that the chat can be a strategic advantage tool if used to its full potential.

Place, publisher, year, edition, pages
2017. , 50 p.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hh:diva-35069OAI: oai:DiVA.org:hh-35069DiVA: diva2:1144243
Subject / course
International Marketing
Educational program
The International Marketing Programme, 180 credits
Examiners
Available from: 2017-09-26 Created: 2017-09-25 Last updated: 2017-09-26Bibliographically approved

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fulltext(1027 kB)42 downloads
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Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf