Mejora en el Tiempo de Atención de Requerimientos Comerciales a través de la Automatización del Proceso. Una Revisión de la Literatura.

Abstract

Companies worldwide agree that by offering long waiting times for their customers' requests, they feel dissatisfied, which leads to low sales rates and decreases the customer network due to lack of positive recommendations. This article will analyze the optimization of the attention times of commercial requirements through the automation of the commercial process using e-commerce technology, through a bibliographic review and scientometrics of research articles found in different databases such as SCOPUS, GOOGLE ACADEMICO and SCIENCE DIRECT, using keywords such as: “satisfaction”; and "e-commerce" and those articles most relevant to the research topic were selected. In the results found, it was found that the implementation of a tool that automates a commercial process offers the possibility of improving the relationship with customers and economic benefits would be obtained in favor of the company.