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Customer Experience e os desafios da escala ao atendimento personalizado

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Palestra concedida no IT Fórum Expo 2015 sobre C.X - Customer Experience e os desafios na escala ao atendimento personalizado.

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  • DOWNLOAD THAT BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book that can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer that is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story That Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths that Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THAT BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book that can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer that is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story That Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths that Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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Customer Experience e os desafios da escala ao atendimento personalizado

  1. 1. Customer Experience e a escala ao atendimento personalizado
  2. 2. - Empreendedor Promessas Endeavor; - MBA em Gerenciamento de Marketing (INPG); - MBA em Planejamento Estratégico e Marketing Interativo (FIT/SP); - Fundador e Diretor de Negócios da Seekr; - Presidente do Comitê de Mídias Sociais da ABRADi. Short Bio @eduardoprange
  3. 3. Presencial Prestação de serviço de atendimento pessoal em pontos de venda. Voz, URA Fila Virtual Prestação de serviço de atendimento tradicional por voz, automações e retenção em URA e Implantação de fila virtual. Mala Direta Envio de mala direta para operações de cobrança. Toten Disponibilização de totens em locais públicos de grande movimento ou pontos de venda para resolução de problemas simples. Portal, E-mail, Chat, Vídeo Atendimento e Agente Virtual Prestação de serviço de atendimento via Web e implantação de agente virtual para redução de custos. Voicer e SMS Envio ou interação de mensagens de voz ou contato de forma ativa para comunicação e interação com clientes. Redes Sociais Realização de monitoramento e atendimento de interações de clientes via redes sociais, as principais são Facebook, Twitter e Instagram. App Móveis Desenvolvimento e implantação de aplicativos para dispositivos móveis, as principais plataformas são: iOS e Android. “Glossário” Fonte: Callcenter.inf
  4. 4. EvoluçãodosCanais Canais de Relacionamento e Experiência com o Cliente 1 9 8 0 1 9 9 0 2 0 0 0 2 0 1 0 O q u e v e m p o r a í
  5. 5. Evolução dos canais e do comportamento do usuário As grandes empresas possuem em média 6 canais de contato Correspondência Telefone E-mail SMS Redes Sociais Smartphones EvoluçãodosCanais
  6. 6. %deAcessosaosCanais WEB (74%) Agente Virtual, Chat, E-mail e Site URA e Fila Virtual (84%) Direção, Retenção e Fila Virtual VOZ (84%) Ativo, Receptivo e Híbrido AUTOMAÇÃO (74%) E-mail, SMS e Voice MOBILIDADE (34%) App dispositivos móveis. SOCIAL (62%) Facebook, Twitter, Reclame Aqui, Blogs e YouTube Fonte: Callcenter.inf
  7. 7. OAtendimentoaoConsumidor3.0 Integração de TI, Marketing, BPO e Pessoas permitindo uma gestão de todas as solicitações dos consumidores. Mensagens Mídias SociaisApp Mobiles WEBVoz Consumidor 3.0
  8. 8. OQueNãoFaltamSãoDados! BIG DATA
  9. 9. OQueNãoFaltamSãoDados! SIM, A SUA EMPRESA TEM DADO EM CASA E ISSO TEM MUITO VALOR!
  10. 10. NemEvidências!
  11. 11. NemEvidências!
  12. 12. NemEvidências!
  13. 13. NemEvidências!
  14. 14. Nemevidências!
  15. 15. NemEvidências!
  16. 16. NemEvidências!
  17. 17. NemEvidências! Facebook disponibiliza selo para Fan Page que respondem rápido os clientes
  18. 18. NemEvidências! • 25% dos clientes que possuem uma experiência ruim, posta algum comentário nas redes sociais; • 55% dos clientes que postam nas redes sociais e não tem resposta, ligam em seguida na central de atendimento; • 71% dos clientes que não tem o seu e-mail respondido ligam em seguida para a central de atendimento; • 94% dos clientes consideram um atendimento personalizado importante no processo de relacionamento; • 86% dos clientes pagariam mais por uma melhor experiência de consumo / relacionamento com o cliente; • 25% dos clientes comprariam mais vezes com uma empresa em que teve uma excelente experiência de relacionamento. Fonte: Gartner, IAB Brasil, E-Consulting, ABRADI, ABRACON, ABERJE, IBPT, Latin America Social Media Check-up 2013 e UOL – Portal Call Center
  19. 19. A Multicanalidade propõe o gerenciamento de todas as solicitações de seus clientes com uma visão 360º Informações Solicitações Reclamações Vendas e Cobranças Fonte: Callcenter.inf
  20. 20. Será que estamos (empresas) fazendo isto certo??
  21. 21. Fonte: http://saxbr.com/cx-index-2015-2/
  22. 22. precisamos conhecer a jornada do nosso consumidor……
  23. 23. “Seus clientes menos satisfeitos são sua maior fonte de aprendizado.” Bill Gates
  24. 24. OFocodaMulticanalidade O foco da multicanalidade é: Redução de chamadas no atendimento humano Migração de volume para novos canais de relacionamento Melhoria da satisfação do usuário final Redução de custos operacionais Fonte: Callcenter.inf
  25. 25. Isso tudo é muito novo…
  26. 26. exige planejamento, profissionalismo e equilíbrio…
  27. 27. MUITO equilíbrio no tom de voz em todos os pontos de contato com a marca.
  28. 28. Estamos falando muito mais do que tecnologia, marketing e novas mídias…
  29. 29. Estamos falando muito mais do que tecnologia, marketing e novas mídias… Estamos falando de EXPERIÊNCIA!
  30. 30. Obrigado :D
  31. 31. eduardo@seekr.com.br facebook.com/seekrbr twitter.com/seekbr instagram.com/seekrbr youtube.com/seekrbr

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