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Kundsupport via Facebook
KTH, School of Computer Science and Communication (CSC).
KTH, School of Computer Science and Communication (CSC).
2014 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

This study analyses how different companies offer customer support through social media andthe customer experience of it.Facebook emerged in Sweden during 2008 and today it has more than 800 million user acrossthe globe. Initially Facebook was created for individuals. However, over time, Facebook hasincreased its functionality to support the presence of companies as well. Today most companieshas got a Facebook page and through it, they can easily communicate with their customers.Customer support is one of the communication forms that Facebook is used for.1A questionnaire that received a hundred responses together with a survey of the differentFacebook pages was done in order to determine how the companies work through socialmedia. The results from the questionnaire and the survey was analyzed with different theoriesregarding corporate presence on social media and Facebook.The results shows that only a few people actually used Facebook for customer support butamongst the ones who did the majority thought it worked well. The results also showeddifferences in-between the companies.The general conclusion was that there is some knowledge about how to use social media forcustomer support but the customers haven’t adopted the idea just yet.

Abstract [sv]

I denna studie analyseras hur företag använder sociala medier för att erbjuda kundsupport ochhur kunder tycker att detta fungerar.Facebook växte fram i Sverige under 2008 och har idag fler än 800 miljoner användare i helavärlden. Facebook var från början skapat för privatpersoner men företag har fått allt störremöjligheter att etablera sig på sidan. Idag har de flesta företag en Facebook-sida och via den såkan de kommunicera enkelt med sina kunder. En form av kommunikation som görs viaFacebook är kundsupport.En enkätundersökning som genererade 100 svar genomfördes för att se hur kunder uppfattarkundsupport via sociala medier. Denna kompletterades med en undersökning av företagensFacebook-sidor för att se hur företag jobbar via sociala medier. Dessa resultat analyseradessedan med hjälp av teorier kring hur företag kan och bör jobba via sociala medier.Resultaten visade på att det var få som använde sig av kundsupport via Facebook men blanddessa var det en övervägande del som hade en positiv inställning till användandet. Resultatenvisade även på skillnader mellan tjänster med olika affärsidéer.Uppfattningen var att det finns en vetskap kring hur sociala medier bör användas i sambandmed kundsupport men att fenomenet ännu inte slagit igenom.

Place, publisher, year, edition, pages
2014.
National Category
Media and Communication Technology
Identifiers
URN: urn:nbn:se:kth:diva-145962OAI: oai:DiVA.org:kth-145962DiVA: diva2:721223
Educational program
Master of Science in Engineering - Media Technology
Supervisors
Examiners
Available from: 2014-07-03 Created: 2014-06-03 Last updated: 2014-07-03Bibliographically approved

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CiteExportLink to record
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