Propuesta de mejora enfocada en el servicio al cliente mediante la implementación de medios tecnológicos para el emprendimiento Waffles Dulces Tentaciones

Abstract

Waffles Dulces Tentaciones, which was born during the pandemic in eastern Antioquia to solve the economic difficulties of a family. Despite the increase in demand for telephone orders, the business lacked the necessary technology to manage this demand. Currently inactive, the entrepreneurs plan to reopen the business with technological innovation to improve customer satisfaction. The main objective is to propose a strategy that allows Waffles Dulces Tentaciones customers to have a satisfactory experience through customer service, using available technological means and channels. The methodology includes the collection and analysis of qualitative data in three phases, focusing on the selection of companies that employ technological surveillance strategies, the characterization of results and the analysis of qualitative data to identify digital channels and emerging media. Theoretical background highlights how technology and social networks are key tools in the adaptation of companies to new circumstances. The results of this study are expected to provide valuable information on how organizations can benefit from emerging technological trends.