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Início Blog 4 beneficios de tener un chat de atención al cliente en su sitio El dictado moderno “en tiempo de WhatsApp, llamada es prueba de amor” dice mucho sobre las personas en los días actuales. Y eso no es diferente cuando se trata de la relación entre cliente y empresa. Muchos consumidores están buscando chat de atención cuando quieren hablar con ellas. Esa tendencia esta llevando las organizaciones a invertir más en esa tecnología que trae una serie de ventajas cuando comparada al call center, por ejemplo.
Y será ese asunto de nuestro post. Vamos mostrar cuales son los 4 beneficios de tener un chat de atención al cliente en su sitio. Vamos abordar asuntos como aumento de ventas, conversión de clientes, agilidad y atención en tiempo real, además de las reducciones en los costos. ¿Quedo interesado en saber más? ¡Entonces tenga una optima lectura!
1.Aumento de las ventas online
Como fue comentado en el comienzo del post, la presencia online de los usuarios viene aumentando mucho con la accesibilidad de smartphones y banda ancha por parte de la población. Y la internet no sirve apenas para atender los clientes. Ella es utilizada para vender los productos.
El chat de atención en su sitio hace con que los clientes visiten cuando tengan dudas. Y eso implica en tener acceso a todos los productos y ofertas que esté ofreciendo. El chat acaba tornándose una gran herramienta para aumentar las ventas y el lucro de la empresa. Además de eso hay otros factores importantes que deben ser considerados en el aumento ventas online.
Menor tasa de abandono
Los clientes tienen una tendencia menor de abandonar la atención cuando este es realizado online. Eso porque ellos pueden continuar navegando en la internet en cuanto aguardan la atención ser iniciada. Cuando están al teléfono difícilmente consiguen hacer otras tareas en cuanto aguardan.
Conversa en tiempo real
El cliente tiene la oportunidad de conversar directamente con la empresa envés de sacar dudas en un FAQ online. Eso hace con que tenga todas sus dudas esclarecidas y, consecuentemente, la persona sea convencida a consumir el producto o servicio sobre cual ella esta buscando informaciones.
La falta de información muchas veces es lo que impide una persona de tornarse cliente. El aumento de ventas por medio de los chats de atención será significativo con un equipo bien entrenado y capacitada para atender lo llamados.
2.Disminuición en los costos de atención
El grande diferencial entre chats online y teléfono es la velocidad de atención. Un representante de la empresa consigue atender varios llamados simultáneamente. Eso porque es solo abrir varias ventanas en el computador y colocarlas lado a lado para ir respondiendo las dudas de los clientes de acuerdo a la demanda. En el call center o presencialmente cada representante solo consigue hablar con un cliente por vez.
Además de eso hay otros aspectos interesantes a ser pensados.
Tercerización de servicios de atención
Lo que muchos emprendedores no saben es que la implementación de un servicio de atención online no es cara.
Y si la solución encontrada sea tercerizar y contratar una empresa especializada en el ramo, el costo/beneficio es todavía mejor, pues no hay gastos con desarrollo de sistema, localización de mano de obra cualificada, entre otros. Además, es claro, de tener planes que se encajan perfectamente para pequeñas y medias empresas.
Atenciones más rápidas
Un chat de atención permite que varios mensajes automáticos sean programadas. Situaciones rutineras en todas las atenciones, como introducción y finalización de conversas son automatizadas. Hay también las situaciones donde las preguntas mas frecuentes de los clientes son programadas por los representantes.
Eso agiliza el proceso y deja el cliente mas satisfecho, pues tiene su respuesta obtenida mas rápidamente. Consecuentemente la atención dura menos tiempo y los representantes consiguen atender mas personas. El resultado es una optimización de mano de obra y reducción de costos con profesionales.
3.Mas datos disponibles para mejorar la atención al cliente
Diferentemente des las atenciones presenciales y por teléfono, los chats permiten almacenamiento en masa de datos de las conversaciones realizadas con los clientes. Esas conversaciones pueden ser utilizadas por softwares especializados que harán análisis de eses datos.
Eso permite que la empresa entienda cuales son las demandas de los usuarios, aquello que esta bueno y lo que necesita mejorar. Los análisis de datos indican tendencias de los clientes de forma muy rápida. De esa manera la empresa consigue tener un tiempo de respuesta arriba del promedio para que no deje los usuarios insatisfechos.
Los informes pueden ayudar también los representantes que sabrán cuales son las dudas mas frecuentes de los usuarios y programar respuestas automáticas para agilizar la atención.
El resultado es transformado en satisfacción en ambos los sentidos. Las atenciones serán mas rápidos y objetivos, el cliente tendrá un regreso arriba del esperado y la empresa ganará con más conversión de clientes satisfechos con el negocio.
4.Mayor tasa de conversión de clientes
Como ya comentado, el chat de atención trae muchos beneficios a los clientes . Y eso es traducido en mayor tasa de conversión debido a la experiencia positiva de los usuarios. Las conversiones de usuarios para su negocio tienen un valor de orden de medio a alto, una vez que ellos ya están involucrados con su producto.
Una pesquisa realizada por la Econsultancy muestra que 79% de los clientes utilizan el chat de atención porque las preguntas son respondidas rápidamente. Otros 46% dijeron que el chat online es mas eficiente que los otros tipos de atención.
Los chats son utilizados como un arma poderosa de conversión de clientes, pues ellos dan confianza a los consumidores. El resultado es la demonstración de ese sentimiento positivo en forma de consumo.
Otro factor que es importante resaltar es el destaque en relación a los competidores. Algunas empresas todavía están reacias en adoptar ese tipo de estrategia y acaban saliendo detrás en la disputa por nuevos clientes.
Un buen soporte al cliente es la pieza-clave para su satisfacción. El chat de atención es fundamental para propiciar al cliente esa sensación. Con eso es posible establecer buenas relaciones con los usuarios que tendrán, como consecuencia, resultados muy positivos en el futuro.
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