How customer service and support affect the customer experience : case Global distributor network of Company X
Kuukasjärvi, Alina (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024060722242
https://urn.fi/URN:NBN:fi:amk-2024060722242
Tiivistelmä
This thesis was commissioned by Company X, a manufacturer of playground equipment. The purpose was to give the commissioner useful insight of the customer experience of their global distributor network. The objective was to research and define how the quality of customer service and support affect the customer experience. Suggestions were made how the support functions could be developed.
The research methods used were a survey, literature review, document analysis, and participant observation. The survey, which was made to find out the current level of customer support, was sent to Company X’s global distributor network and the questions were about sales support and other support teams.
The survey showed that the distributors are mostly happy with the current customer support but want faster responses and better support with quality and technical issues. In addition to the survey, a simplified customer journey map with touchpoints was created.
The research methods used were a survey, literature review, document analysis, and participant observation. The survey, which was made to find out the current level of customer support, was sent to Company X’s global distributor network and the questions were about sales support and other support teams.
The survey showed that the distributors are mostly happy with the current customer support but want faster responses and better support with quality and technical issues. In addition to the survey, a simplified customer journey map with touchpoints was created.