RODRIGUES, J. P.; http://lattes.cnpq.br/4004767267018103; RODRIGUES, José Pereira.
Abstract:
Brazilian e-commerce is an environment that presents a wide business competition,
a space in which the survival of any institution is in the capacity to attract and retain
customers. The objective was to investigate the relationship with customers in the after-sales
of the largest Brazilian online retail companies through the complaint sites. In order to
achieve this goal, we analyzed the main characteristics of the after-sales of ten Brazilian ecommerce companies that achieved prominence in the national scenario through their
audience in the virtual environment in the year 2015. This information was collected in
websites specialized in the dissemination of complaints from unsatisfied customers of the
companies from which they obtained some product / service. As a result, it was possible to
observe that the numbers of customer complaints that the sites surveyed showed are a result of
the work developed by the companies surveyed and that these results can not only support the
planning of future actions in order to improve the service process, other sectors of the
companies, that the service process can always be improved, that after-sales service, if
properly planned and developed, is a competitive alternative for Brazilian online companies in
the face of increasing competition in the sector . In this way, it is possible to understand that
the websites specialized in complaints are indicators that measure the quality of the work of
the company, that the perpetuation of work in the after-sales service in Brazilian e-commerce
is based on the trust and respect that the company can convey to your customer and that
customer loyalty is a sum of actions that involve all parts of the company.
