| 1. |
Zeszyty Naukowe SGGW, Polityki Europejskie, Finanse i Marketing, 2019 |
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Lupa-Wójcik I. STUDENT ATTITUDES TOWARD THE USE OF CHATBOTS IN CUSTOMER SERVICE
| Autor | Iwona Lupa-Wójcik |
| Tytuł | STUDENT ATTITUDES TOWARD THE USE OF CHATBOTS IN CUSTOMER SERVICE |
| Title | |
| Słowa kluczowe | chatbots, customer service, social media, marketing automation, helpline, Messenger |
| Key words | |
| Abstrakt | The article addresses an important and current problem related to the use of chatbots in customer service, according to students. The aim of the research was to recognize the attitude of respondents to chatbots in the context of customer service and to determine the development prospects for their use in this area. The research examined the recognizability of chatbots among respondents, the frequency of contact between respondents and chatbots, as well as the impression (feeling) of respondents using chatbots. As a research method, student survey was used. Research has shown that chatbots are still a new tool for respondents, however they have great potential in customer service, as they are user-friendly and are very useful in the area of customer service. Research has shown that the role of chatbots in this area should increase. This can have a good effect on the image of the brand / company. |
| Abstract | |
| Cytowanie | Lupa-Wójcik I. (2019) STUDENT ATTITUDES TOWARD THE USE OF CHATBOTS IN CUSTOMER SERVICE.Zeszyty Naukowe SGGW, Polityki Europejskie, Finanse i Marketing [t.], nr 22(71): 120-131 |
| HTML | wersja html |
| Pełny tekst | PEFIM_2019_n71_s120.pdf |
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| 2. |
Economic Sciences for Agribusiness and Rural Economy, 2019 |
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Jaska E., Werenowska A. USING CHATBOTS IN MARKETING COMMUNICATION
| Autor | Ewa Jaska, Agnieszka Werenowska |
| Tytuł | USING CHATBOTS IN MARKETING COMMUNICATION |
| Title | |
| Słowa kluczowe | marketing, chatbot, communication |
| Key words | |
| Abstrakt | The e-commerce industry is constantly growing and becoming a strong competition for stationary outlets.More and more e-stores are deciding to use new communication solutions. Many of them use so-called bots.The article presents the possibilities of using virtual assistants, the analysis of the literature on the subject andthe results of conducted surveys on the use and familiarity of chatbots among recipients and managers.In the application of virtual assistants, managers see a chance to increase the possibility of effective communicationwith simultaneous reduction of the costs of carrying out this process. The benefits of this solutionsupport the intensive and versatile use of it. At the same time, customers opt for direct contact with a consultant.That is why the perfect combination is to have both a chatbot and a real consultant. |
| Abstract | |
| Cytowanie | Jaska E., Werenowska A. |
| HTML | wersja html |
| Pełny tekst | ESARE_2019_n3_s153.pdf |
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| 3. |
Zeszyty Naukowe SGGW, Polityki Europejskie, Finanse i Marketing, 2013 |
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Bojanowska A. Wpływ koncepcji CRM na działania marketingowe firmy
| Autor | Agnieszka Bojanowska |
| Tytuł | Wpływ koncepcji CRM na działania marketingowe firmy |
| Title | Impact of CRM on marketing activities of the company |
| Słowa kluczowe | CRM, zarządzanie relacjami z klientami, marketing, narzędzia CRM, public relations, PR, wirtualny asystent |
| Key words | CRM, customer relationship management, marketing, CRM tools, public relations, PR, chatbot, bot |
| Abstrakt | W niniejszym artykule podjęto dyskusję na temat możliwości wpływu koncepcji zarządzania relacjami z klientami (CRM) na działania marketingowe w firmie. Zaprezentowano marketingowe korzenie koncepcji CRM. Podjęto dyskusje na temat nadrzędności bądź też podrzędności jednej koncepcji wobec drugiej. Wskazano następnie na elementy marketingu mix (według Bordena), na które może w najbardziej widoczny sposób wpływać koncepcja CRM. Skupiono się na możliwościach wpływu uzyskiwanych poprzez nowoczesne narzędzia CRM takie jak wirtualny asystent oraz na odniesieniu koncepcji CRM do PR. |
| Abstract | In this paper was shown a discussion about possibilities of CRM (customer relationship management) influence on marketing activities in business. Marketing roots of CRM were presented. An issue of superiority or inferiority between CRM and marketing was discussed. There were also pointed some elements of marketing mix (by Borden) where CRM can have the clearest influence. The author has focused on possibilities of impact obtaining by new CRM tools such as chabot. It was also shown how CRM can affect on PR activities in business. |
| Cytowanie | Bojanowska A. (2013) Wpływ koncepcji CRM na działania marketingowe firmy.Zeszyty Naukowe SGGW, Polityki Europejskie, Finanse i Marketing [t.], nr 9(58): 66-75 |
| HTML | wersja html |
| Pełny tekst | PEFIM_2013_n58_s66.pdf |
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