Relacionamento com consumidor de empresas varejistas no e-commerce Brasileiro: uma investigação do pós-venda.

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.