Facultad de Arte, Comunicación y Cultura

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Browsing Facultad de Arte, Comunicación y Cultura by Subject "658.45 A696e"

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    Estrategia para la estandarización del proceso comunicativo con el cliente de la empresa Power Deal
    Arias-Alarcón, Yady Vannesa; Prada-Penagos, Rodolfo
    The objective of this research was to design strategies to standardize the customer service communication process at Power Deal. Based on an assessment, challenges were identified related to classifying leads according to their purchase intent and the response times of sales representatives. In response, several stages were defined for the process, the CRM was reorganized and optimized, and automations and a chatbot were implemented to optimize customer service and management. Evaluating the action plan provided data on user interactions and the effectiveness of the implemented strategies. The results showed improvements in customer segmentation and response times. Furthermore, standardization helped provide greater clarity, speed, and confidence to customers, while also making it easier for sales representatives to identify potential customers and facilitate the sales process.