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Saiba como diversificar seus canais de atendimento ao consumidor

Muitas empresas mantém o foco de expansão e crescimento em suas linhas de produção, equipe de vendas e espaço físico, mas esquecem de um fator extremamente relevante para o consumidor: os canais de atendimento. Eles são responsáveis por garantir o conceito e a satisfação do cliente com a empresa, pois atendem os mais diversos tipos de solicitações, além é claro, de receberem reclamações, sugestões e elogios.

Qual o valor da informação que vem direto do consumidor para sua empresa? Como ela afeta suas decisões estratégicas? Se suas últimas ações comerciais não surtiram o efeito desejado, talvez o fluxo de informações entre sua empresa e o cliente não esteja sendo analisado e absorvido da forma correta.

Quer saber como diversificar seus canais de contato e melhorar suas estratégias de relacionamento com o cliente? Acompanhe este artigo com várias ideias e explicações que preparamos para você!

 

Quais os principais canais de atendimento?

Os principais canais de atendimento podem ser citados na ordem de preferência e quantidade de uso pelos clientes. O primeiro deles ainda é o telefone da empresa, seguido pelo e-mail, chat, autoatendimento, WhatsApp e redes sociais. Em uma gestão eficiente de canais de atendimento, pelo menos dois deles são disponibilizados pela empresa, e sempre com sintonia de informação.

Ou seja, a empresa fornece pelo menos dois meios de comunicação para o cliente e as informações transmitidas em cada contato ficam disponíveis para outros canais caso o cliente mude seu tipo de contato.

  • Call center - Central telefônica em que o atendimento é feito no formato padrão e contempla quase todos os procedimentos que podem ser feitos sem a presença do cliente.
  • E-mail - Pode receber demandas e enviar links de confirmação de pedidos e de acompanhamento de demandas, além de processar alguns pedidos.
  • Chat online - Ambientes de conversa de textos transmitidas em tempo real no site da empresa. São muito efetivos para tirar dúvidas durante o processo de compra como também para dar suporte no uso correto dos produtos.
  • Autoatendimento - Pode ser desenvolvido no site por meio de um FAQ (Perguntas Frequentes) bem elaborado, por exemplo.
  • WhatsApp e redes sociais - O aplicativo WhatsApp é extremamente popular e aceito pelos consumidores. Oferecer atendimento por ele oferece agilidade e acessibilidade ao cliente. As redes sociais, tidas como o SAC 2.0, são também uma forma de acesso rápido ao cliente.

Como escolher canais compatíveis com seu negócio

Para escolher quais canais de atendimento devem fazer parte da sua empresa é preciso considerar o perfil do consumidor e também da loja. Um e-commerce é um modelo de negócio com extremo apelo às modernidades. Por isso, oferecer canais de atendimento modernos via chats e redes sociais é muito importante.

Por outro lado, empresas de cartão de crédito e companhias aéreas precisam priorizar o atendimento via call center por ter demandas urgentes que precisam ser resolvidas em curto prazo, como o bloqueio de um cartão de crédito roubado ou o aviso de não comparecimento a um voo.

Quais as vantagens de diversificar canais de atendimento

Os canais de atendimento devem se complementar e aumentar as possibilidades de interação com os clientes. No caso do autoatendimento, por exemplo, quanto mais bem formulada estiver as perguntas e respostas, menor serão o número de ligações no call center sobre aqueles assuntos.

Existe também o aspecto de redução de custo, como no caso dos chats. Cada operador pode gerenciar mais de um atendimento ao mesmo tempo sem prejuízo da qualidade do atendimento.

Como administrar um SAC 2.0

De todos os canais de atendimento, o chamado SAC 2.0 é o que está mais em evidência atualmente. Com o grande volume de consumidores usando as redes sociais, fazer reclamações, solicitações e sugestões por estes canais ficou mais comum.

Para fazer uma boa administração do SAC 2.0 é ideal agir com rapidez nas respostas, demonstrar pró-atividade nas resoluções, educar os consumidores com informações preventivas e promover os bons resultados do canal.

Sua empresa já tem presença nas redes sociais e faz a gestão do SAC 2.0? Comente e compartilhe suas experiências com a gente!

 

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