An industry case study: a mobile-based business strategy to improve the customer care service in a major retail company

Abstract

Customer service is a key factor that influences customer loyalty and overall satisfaction during the buying experience. With the growth of ecommerce, many companies have detect several issues in the performance of their customer service departments. Customer dissatisfaction may represent significant losses in sales and reputation. In this context, this report describes a success experience in the industry of retail, in which a mobile-based solution was applied to improve the customer service performance and reduce overall costs of one of the major retailers of the US. We present preliminary results indicating the potential benefits of our solution to the company.