En el mundo que conocemos, las empresas deben cubrir de forma correcta todos los procesos que llevan a cabo para poder ser exitosas; desde la fabricación de un producto o servicio, hasta la entrega del mismo.
Sin embargo, es necesario ir más allá de sólo cumplir al cliente con lo básico. Deben brindar una experiencia única y completamente satisfactoria a los usuarios. Si un cliente es subestimado y maltratado pronto se va y las ventas se ven afectadas.
Zendesk, ofrece una plataforma diseñada para acercar a las organizaciones con los consumidores, presenta algunos puntos clave para mejorar la experiencia de los usuarios:
Zendesk Guide: es solución basada en el conocimiento inteligente que combina el conocimiento colectivo de una organización con la tecnología Machine Learning (ML) para ofrecer una mejor experiencia al cliente. Este software permite a los agentes encargados de servicio al cliente, resolver consultas con información contextual y brinda a los clientes soporte para autoservicio con el poder de ML. El resultado para los clientes, es un mejor soporte, respuestas más rápidas, y resultados desde cualquier lugar.
Chat en vivo: permite establecer un vínculo personal con los clientes que necesitan ayuda inmediata. Zendesk Chat es una forma rápida y eficaz de ofrecerles ayuda porque les permite continuar con sus tareas cotidianas.
“Además de los millennials y usuarios que viven conectados a las redes, hay todavía clientes que encuentran mayor satisfacción al resolver sus problemas utilizando el teléfono” comenta Marcio Arnecke, Director de Marketing de Zendesk para América Latina.
Productos como Zendesk Talk, software para call centers basado en la nube que se integra a la perfección con el sistema de creación de tickets y que ofrece soporte telefónico desde la misma plataforma que usan para administrar los demás canales.
Tener a mano el historial completo del cliente y contar con la creación automática de tickets y la grabación de llamadas, los agentes pueden poner toda su atención en las conversaciones en lugar de ocuparse de otras tareas del trabajo.
Las Redes Sociales, son el canal de comunicación digital más popular, la mensajería le brinda a los negocios la oportunidad de llegar a una nueva generación de clientes. Es un canal de soporte disponible en todo momento y está convirtiéndose en un impulsor importante de satisfacción del cliente. Facebook y Twitter son dos de las redes sociales líderes en el mundo.
De acuerdo con estudios realizados por IAB (Interactive Advertising Bureau) México, la penetración de Facebook en la población internauta mexicana es de 97%, mientras que de Twitter es de 59%.
Para este tipo de usuarios, Zendesk Message trae un software de mensajería que ayuda a las empresas a interactuar con los clientes a través de estas aplicaciones.
No podemos olvidar que en el mercado actual, será muy complicado ser los únicos que brindemos ciertos productos o servicios, por lo que será clave dar el plus a través de un servicio que genere compromiso y clientes a largo plazo. Si atendemos de forma eficaz a diversos usuarios a través de todos los medios disponibles, será más fácil ganar el juego del servicio al cliente.
Más infromes, visita: www.zendesk.com.mx
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