Con el correr de los años, las empresas fueron evolucionando y ya no solo desean brindar servicios de calidad, sino que también buscan fidelizar a sus clientes a través de sus experiencias.
Si bien sabemos que no todos los usuarios son iguales porque tienen problemáticas y necesidades diferentes, es indispensable poder conocer sus experiencias para así ofrecerles un asesoramiento adecuado.
Los consumidores son quienes califican y dan a conocer su experiencia vivida con el servicio, teniendo una gran influencia al momento de tomar la decisión de continuar o no con una prestación. De esta manera estamos siendo testigos que muchas empresas comienzan a contratar personal idóneo para trabajar en la experiencia al usuario. Entonces es imprescindible contar con herramientas para mejorar esta experiencia al usuario.
El cliente, actualmente, ya no contrata un servicio con quién le vende a un precio más económico, sino con quién lo atiende mejor, este punto es fundamental para comprender que el cliente que es bien atendido, seguramente tendrá una opinión positiva sobre el servicio y/o producto comprado, y sobre todo de la empresa que se lo vendió, por lo tanto es importante aquí que las empresas utilicen como herramienta la comunicación con sus usuarios, el beneficio de dar respuesta inmediata a sus consultas y/o reclamos demuestra que la empresa valora el tiempo de sus clientes y que no los dejan a la espera de recibir atención de un asesor.
Siguiendo en la línea de la comunicación, es importante poder brindar atención por el medio que el cliente prefiera, esto significa que es necesario contar con varios canales de contacto, ya no es suficiente ofrecer un correo electrónico, ahora se está utilizando mucho el WhatsApp Business y las redes sociales, desde el Facebook Messenger hasta el mensaje directo de Instagram y LinkedIN, que al tener habilitadas todas las vías de comunicación, el cliente tiene la posibilidad de recibir una experiencia más personalizada al momento de contactarse.
A la vez se debe hacer principalmente foco en la experiencia negativa del usuario, en estos casos es recomendable escucharlos y realizar un análisis detallado de su mala experiencia para verificar luego en qué área se generan la mayor cantidad de reclamos y lograr así mejorar los sentimientos y vivencias que tiene el usuario con la empresa y con el servicio.
En resumen, es fundamental que las empresas cuenten con personal dedicado a mejorar la experiencia al usuario, que tengan un sistema eficiente y rápido para responder correctamente por el mejor canal. Es el caso de la empresa SoftGuard, que presenta su nueva área de experiencia al usuario a cargo de Florencia Castello Luro, con el objetivo de mejorar y garantizar a todos sus usuarios una experiencia feliz que permita continuar una excelente relación de trabajo en conjunto en la industria de la seguridad.
Más información en este video: https://www.youtube.com/watch?v=vlEwA_8NOlU
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