Customer Support: An Icing for Customer Satisfaction : Case: HappyOrNot Ltd.
Yiu-Vehniäinen, King Chu (2013)
Yiu-Vehniäinen, King Chu
Tampereen ammattikorkeakoulu
2013
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013121621377
https://urn.fi/URN:NBN:fi:amk-2013121621377
Tiivistelmä
The objective of this bachelor’s thesis was to propose a more efficient customer support process in order to maximize customer satisfaction for the company HappyOrNot Ltd. It is observed that the growth of the company caused resources insufficiency. To tackle the problem, it needed a more organized and effectual support process to deal with the increase of support queries. Therefore, the central purpose of this thesis was to suggest improvement ideas for the functionality of the current customer support process.
The research leading to the goal of this thesis was completed into four parts. The first three parts were done by taking a closer look into the present process and roles of customer support. This revealed weaknesses and problems that ought to be solved. In the fourth part, an interview was conducted targeting the personnel who involve in the customer support work. The outcome of this was valuable and shows evidence for improvement.
To conclude, this thesis suggests a number of solutions for improvement. The suggestions coverage ranges from investigation on support tool alternatives to technical configuration, and finally to the amelioration of customer support servicing.
Information related to the business of HappyOrNot in this thesis is committed to the confidential background material, and therefore shall not be disclosed to the public.
The research leading to the goal of this thesis was completed into four parts. The first three parts were done by taking a closer look into the present process and roles of customer support. This revealed weaknesses and problems that ought to be solved. In the fourth part, an interview was conducted targeting the personnel who involve in the customer support work. The outcome of this was valuable and shows evidence for improvement.
To conclude, this thesis suggests a number of solutions for improvement. The suggestions coverage ranges from investigation on support tool alternatives to technical configuration, and finally to the amelioration of customer support servicing.
Information related to the business of HappyOrNot in this thesis is committed to the confidential background material, and therefore shall not be disclosed to the public.