Classification of Customer Demands by Organizational Workflows

Abstract

Corporate firms that aim to be permanent in the long term should not lose existing customers and need to win new customers. The increase in the number of firms offering similar services also increases the alternatives for customers. For this reason, there is no guarantee of long-term working with a customer. It has become compulsory to manage customer demands for companies that are in a highly competitive environment. In order to be able to sustain customer loyalty in the long term, they should better recognize them and provide quick returns to their demands. Firms are using help desk applications to manage these demands. Help desk applications are systems that aim to provide information and support to customers or end users about firms' services. In this study, customer demands were analyzed using text mining and machine learning algorithms and classified according to organizational workflow. The data sets used in the study and customer demands were obtained from help desk belonging to Detaysoft which offers live support to over 300 customers.