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Advisor(s)
Abstract(s)
Cada vez mais as organizações percebem que é importante investir no apoio e suporte aos clientes. Numa perspetiva tecnológica esta necessidade é ainda mais premente, atualmente, são utilizadas plataformas ou aplicações tecnológicas para a maior parte das ações do quotidiano. Muitas destas organizações adotam o uso de redes sociais - ou outros canais - para oferecer suporte aos seus clientes. No entanto, em alguns casos estas podem não ser as melhores opções, porque não se adaptam ao seu negócio ou são pouco profissionais. Assim sendo, o objetivo desta dissertação é estudar e acompanhar o desenvolvimento de um serviço de help desk. Uma plataforma que visa melhorar a interação entre o cliente e o departamento de suporte de uma empresa, em situações de ajuda ou apoio a um cliente. Para este sistema são desenvolvidas duas plataformas baseadas em arquiteturas de micro serviços. Uma das aplicações sustenta a relação com o cliente e a outra implementa a lógica associada ao funcionamento do departamento de suporte da empresa. Este sistema adapta-se a qualquer organização independentemente do seu negócio ou clientes. Concluiu-se que a plataforma desenvolvida cumpre com os requisitos analisados e estabelecidos. De acordo com inquéritos a vários utilizadores esta poderia ser uma melhoria para os processos de suporte entre uma organização e os seus clientes.
The importance of customer support is more and more a priority and some organizations are starting to invest more in this subject. From a technologic perspective, this necessity is even greater since most of the everyday actions are performed with a software application or platform. Many of these organizations use social networks or different channels to offer support to their customers, however, these may not be the ideal options, because they may not adapt to the company´s business or they may be unprofessional. Due to this, this dissertation intends to study and develop a help desk software. A platform that aims to improve the interaction between a customer and the support department of a company. For this system, two microservices-based applications are developed, one of these provides the communication with the customer while the other implements the logic associated with the company´s support department. This system should be able to be adopted by any platform or organization regardless of their business or customer base. With the system developed, it was concluded this fulfills the analyzed and established requirements. According to inquiries made to several users, this could be an improvement to the customer support process between an organization and its customers.
The importance of customer support is more and more a priority and some organizations are starting to invest more in this subject. From a technologic perspective, this necessity is even greater since most of the everyday actions are performed with a software application or platform. Many of these organizations use social networks or different channels to offer support to their customers, however, these may not be the ideal options, because they may not adapt to the company´s business or they may be unprofessional. Due to this, this dissertation intends to study and develop a help desk software. A platform that aims to improve the interaction between a customer and the support department of a company. For this system, two microservices-based applications are developed, one of these provides the communication with the customer while the other implements the logic associated with the company´s support department. This system should be able to be adopted by any platform or organization regardless of their business or customer base. With the system developed, it was concluded this fulfills the analyzed and established requirements. According to inquiries made to several users, this could be an improvement to the customer support process between an organization and its customers.
Description
Keywords
Helpdesk Serviço Suporte a clientes Service Customer support