Mientras más crecimiento registre una empresa respecto a su volumen de consumidores, seguramente necesitará de soluciones que brinden atención al cliente, edificar lealtad y generar competitividad; de acuerdo a un estudio realizado por la firma española Everilion, señala que para una PyME conseguir un nuevo cliente es entre 6 y 7 veces más caro, que retener uno de su cartera.
Es así como los Centros de Contacto hacen la diferencia en el servicio de una empresa, todo a través de la experiencia que vive el cliente, la cual es reflejada por personas especializadas que se encargan de vender, atender y retener a los consumidores, por medio de los diferentes canales de comunicación tales como: vía telefónica y/o por los canales multimedia (chat y correo electrónico).
Es una realidad, todas las áreas requieren talento capacitado, sin embargo, una de las más delicadas e importantes, es sin duda, la que más contacto tiene con los clientes, ya que la rentabilidad de una empresa, depende de qué tan contento o satisfecho queden los clientes al momento de conectarse con su marca; lo cual se ha convertido, más que en una premisa, en un elemento de competitividad, por la importancia de conocer a su cliente desde la información que genera.
“Adquirir un Centro de Contacto, permite a los empresarios brindar un tipo de servicio diferenciado, el cual ayuda a conseguir nuevos clientes y a retener a los existentes”. Comentó Jennifer Alonso, Gerente de Preventa en RT4.
Los Centros de Contacto permiten que las organizaciones monitoreen y comprendan las necesidades y preferencias de cada cliente.
Quizá para las pequeñas y medianas empresas podría sonar costoso contar con un Centro de Contacto, sin embargo, RT4 ofrece este servicio a la medida para cada cliente, esto se traduce a una inversión accesible para las PyMEs que permite tener un ROI (Retorno de Inversión) a corto plazo.
“En RT4 somos expertos en la consultoría, diseño, implementación y soporte de Contact Center, además de que contamos con un área de desarrollo que nos permite hacer integraciones a la medida de acuerdo a las necesidades de cada empresa”, aseguró Alonso.
Para el reconocido escritor de temas relacionados con management en España, César Piqueras, “Cuidar y mejorar de forma continua la atención al cliente es crucial para cualquier empresa. Ya sabemos de la importancia de fidelizar y de hacer que los clientes pasen por todo el proceso de compra como si de una experiencia memorable se tratara. Los puntos de contacto con el cliente son críticos porque en todos ellos hay una experiencia y, por lo tanto, sensaciones”.
El servicio en la nube de RT4 ofrece interacciones multicanal, direccionamiento inteligente, grabación, métricas de desempeño, entre otras. Las cuales permiten mejorar significativamente la experiencia del cliente, y la capacidad de análisis. Esto brinda a las empresas perspectivas que mejoran la rentabilidad, atención y retención del cliente.
Más informes: www.rt4.mx
Ivonne Álvarez
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