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redes-sociais

A praticidade das redes sociais fez do consumidor o protagonista da relação empresa-cliente. Através destas ferramentas foi possível que os consumidores expressassem sua satisfação ou indignação perante as marcas, usando o Facebook, Instagram, Twitter, e outros para fazer reclamações públicas ou elogios.

Tendo em vista este cenário, vemos a importância do SAC (Serviço de Atendimento ao Consumidor) dentro da loja virtual ou redes sociais. O SAC é uma forma de não expor publicamente possíveis falhas da empresa, caso o cliente tenha algum problema a reportar.

O atendimento da empresa deve ser não apenas satisfatório, mas também convincente e cativante. E aí tem-se uma oportunidade: utilizar o SAC como estratégia de vendas.

  • Importância

A manutenção dos clientes é um desafio para a empresa devido à concorrência acirrada e aumento do senso crítico do consumidor. E essa é uma das principais funções do SAC: manter os clientes – afinal, não basta assistência apenas durante as vendas – o pós-venda também é fundamental na fidelização dos clientes.

  • SAC como estratégia

Os consumidores atuais estão dispostos a contribuir com as empresas para melhoria de produtos e serviços, e esta é uma das principais vantagens do SAC 2.0. Interagir com os clientes é uma estratégia eficiente, mas é fundamental compreender o que o consumidor quer e o que a empresa oferece. Se atentar às necessidades do consumidor é essencial para a sobrevivência da empresa, e para isso, é importante que esta conte com serviços especializados, como por exemplo, profissionais de marketing digital.

Outra vantagem do SAC 2.0 é a captação de informações a respeito do público-alvo da empresa, como idade, sexo, localização, hábitos de consumo e preferências. Estas informações têm grande utilidade para direcionar as estratégias de marketing digital, principalmente para produzir conteúdo relevante e personalizado.

  • Monitoramento

É imprescindível que o profissional responsável pelo SAC faça sempre o monitoramento de redes sociais e do chat dentro da loja virtual. O consumidor atual é extremamente exigente e não admite esperar mais que algumas horas para ser atendido.

Lembre-se que as dúvidas e problemas devem ser sempre solucionados em ambiente privado, o mais rápido possível. Em um primeiro momento mensagens automáticas podem ajudar também.

  • Boas práticas

O profissional responsável pelo monitoramento e solução dos problemas deve ser alguém altamente preparado para enfrentar contratempos e clientes impacientes. Deve mostrar-se sempre cordial e prestativo, sem alterar-se em situações de estresse.

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