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Visar resultat 1 - 5 av 40 uppsatser som matchar ovanstående sökkriterier.

  1. 1. Predicting Navigational Patterns in Web Applications using Machine Learning Techniques

    Uppsats för yrkesexamina på avancerad nivå, Lunds universitet/Institutionen för reglerteknik

    Författare :Patric Balan; Gustav Jönemo; [2024]
    Nyckelord :Technology and Engineering;

    Sammanfattning : In large corporations, customer support is a costly service, and an area of constant optimization. Solutions to increase efficiency and decrease bottlenecks are constantly needed. LÄS MER

  3. 2. Contextualizing Customer Feedback: A Research-through-Design Approach - Alternative Approaches and Dialogical Engagement in Survey Design

    Master-uppsats, Uppsala universitet/Människa-datorinteraktion

    Författare :Rasmus Svensson; [2023]
    Nyckelord :Human-Computer Interaction; Research-through-Design RtD ; Digital Service Design; Enterprise Resource Planning ERP systems; Invoicing; Customer Experience CX ; Customer Satisfaction CS ; Contextualization; Dialogical Approach; Customer Journey; Survey design; Questionnaire design; Net Promoter Score NPS ; Customer Satisfaction Score CSAT ; Customer Effort Score CES ; Chatbot; Virtual Agent; Customer Support Agent; Design Guidelines; Double Diamond; User Experience UX ; User Interface UI ; Interaction Design ID ;

    Sammanfattning : Providing context behind customer feedback remains a challenge for company’s who rely on approaching Customer Experience (CX) through standardized Customer Satisfaction (CS) metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Practical guidelines for monitoring CS throughout the customer journey are limited, creating a gap in academic research. LÄS MER

  4. 3. Skillnaden i produktivitet samt arbetsmiljöfaktorers betydelse vid arbete på plats och hemifrån : En studie av ett företags kundsupport före och under Covid-19 pandemin

    Kandidat-uppsats, Linnéuniversitetet/Institutionen för ekonomistyrning och logistik (ELO)

    Författare :Julia Henriksson; Safi Al-mashhadani; [2022]
    Nyckelord :Produktivitet; distansarbete; arbetsmiljö; prestationsmått; Covid-19 pandemin;

    Sammanfattning : Since the Covid-19 pandemic, teleworking has gone from an unusual working form to standard practice in everyday life. Continuous studies have shown that there are a lot of advantages related to productivity from teleworking. Needless to say, productivity is a complex concept and hard to measure, especially in a service company. LÄS MER

  5. 4. Decreasing the Load on Manual Service Support by Improving the Confirmation Process in a Web-based Issue Reporting System

    Master-uppsats, KTH/Skolan för elektroteknik och datavetenskap (EECS)

    Författare :Fredilyn Villarin; [2021]
    Nyckelord :Confirmation process; expectation-confirmation theory; issue reporting; PropTech; web-based customer support systems; web-based service;

    Sammanfattning : There is currently a digital revolution in the real estate industry. Property technology, or PropTech is seeing new startups emerge in a rapid rate. The management of real estate assets is an area that PropTech is currently digitalizing, and part of it is facilitating tenant communication and property maintenance. LÄS MER

  7. 5. Self-Service Technology (SST) och dess relation till kundtillfredsställelse : En studie av onlinebaserad kundsupport hos Monitor ERP System AB

    Kandidat-uppsats, Mittuniversitetet/Institutionen för informationssystem och –teknologi

    Författare :Christoffer Annerstedt; Fredrik Lindholm; [2021]
    Nyckelord :Self-Service Technology; Customer Relation Management; ERP system; Information quality; SST-QUAL; Self-Service Technology; Customer Relation Management; Affärssystem; Servicekvalitet; SST-QUAL;

    Sammanfattning : I dagens samhälle gömmer det sig en teknologi som inte alla tänker på, nämligen Self-Service Technology(SST). Self-Service Technology befinner sig ofta i ens närhet. Företag använder sig av denna teknik för att tillfredsställa deras kunder snabbare och smidigare. LÄS MER