在線即時客服模式對於客戶滿意度之影響

Effects of Instant Online Customer Service Model on Customer Satisfaction

隨著技術發展，互聯網滲透了人們生活的每個角落。電子商務強勢改變著傳統商務，對於這樣的全球浪潮，沒有人可以視而不見。本文以現有網路客服模式為出發點，研究線上即時客服模式具體如何對顧客產生正面影響，提升顧客消費體驗。 本研究發現在網路購物中，客服與客戶滿意度相關的部分為當前要務，藉焦點團體法對於網購用戶進行探究，深入研究線上客服模式如何切實改變網購模式，提升使用者體驗。

With technological development, internet has been in every part of people's lives. The e-commerce is also strongly changing the traditional business. For such a global wave, it is obvious. In this paper, we studied the existing customer network model, as a starting point, to know how the instant online customer service model to bring positive impacts on customers and enhance the customers’ shopping experience. Analysis of the literature of the past, we found on the web shopping, customer service and customer satisfaction are the core parts. In focus group method for online shoppers to explore, we studied on how the online customer service effectively changed the mode of online shopping, and strengthened its service results.