Papel estratégico do SAC e ouvidorias digitais na gestão do relacionamento com o cliente

Abstract

In the current business environment companies are adapting to the needs of theis consumers and joining new actions to serve them in order to retain customers. Because of the need for these customers to express theis opinions as well as laws that regulate these rights, this work presentes the importance of relationship management with a focus on the use of the SAC (Custumer Service) na the Ombudsman strategically. Therefore, it seeks to presente the particularities of each servisse, focusing on the implementation of the SAC (Costumer Service) and digital ombudsman, in order to meet the proposed objectives. The methodoly used was that of documentar research in order to admit more information on the topic, in addition, na analysis was made based on the reporto f the difital ombudsman E-ouv, wich is open to the public. Subsenquently, na opinion questionnaire on the topic was analyzed and data collected were related to the indicator framework developed by the autor. The conclusion is the data presente reinforce the importance of the indicators presented and serve as a basis for the implementation of the Customer attendance servisse and the digital Ombudsman, wich can be used as rule for managing the relationship with customer.