A Study of Customer Service in the Industry of Information Technology
| Autor: | CHEN, CHIUNG-HUA, 陳炯華 |
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| Rok vydání: | 2018 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 106 The fierce competition in the market is the current trend in software service industry. How to stand out among many software manufacturers, in addition to technological advancement and system function innovation, is the issue that IT industry care more to provide better product quality and service. The current problems faced by the case companies are daily customer service cases. After the in-depth analysis of the problems, this study collects customer cases handled by the case companies for analysis in this study. This study mainly investigates and focuses on the impact of customer service cases on the software industry by using the case study method to analyzes the problems and provide possible solutions for customer service cases. As a research basis to illustrate the results of the study, the conclusions of this study are listed as below. 1. Employee training should be strengthened. Appropriate education and training should be given to each function of the employees to improve professional skills to make up for deficiencies in personnel qualifications. 2. The important basis of product quality to software testing, planning software testing programs, and through abundant testing scenarios will help improve software quality. 3. Provide customers with a complete user guide that can assist users, clearly explain the product's functions, limitations and operating methods, and let users understand the system. 4. Strengthen customer education and training to increase customer familiarity with software. 5. Supplier should provide updated services on a regular basis, which can fix product issues and create new functions to have customers feel valued. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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