Clipping of news on Brazilian Culture, Law and Citizenship
03/20/2015
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Complaints website lists 20 000 complaints per day.
Customers prefer to complain through social networks, says leader of care.
The internet and especially social networks, have become important allies of consumers that need to complain about problems with products or services. Because of this change in behavior, companies are more concerned with customer service quality. Create efficient tools of care can be a good deal for entrepreneurs.
In 2001, Mauritius had an unresolved problem with a company. Dissatisfied, decided to create the 'ReclameAQUI'. Today, the site recorded 20,000 complaints a day.
"There is an internal search our 65% of our registered will no longer the official websites of the companies. This is an evolution of the consumer, it is not a revolution, but evolution is that consumers find it much easier to do for an unofficial channel than the official channel, "says Mauricio Vargas, president of ReclameAQUI.
Companies are eyeing on social networks, because this has been increasingly the channel chosen by customers to make complaints.
The company where Sara works realized this and now has a team to meet the complaints 24 hours a day. Currently, 70% of customers make complaints through social networks.
"The customer really nowadays prefer post his complaint on social networks, because he wants to claim it to emerge even that other customers have access to this complaint, so that everyone knows his problem and this way, the company will as soon as possible to solve that problem, "explains Sara Pedro da Silva, service leader Smiles Gol.
For specialists is much cheaper for a company to keep the client instead of having to win him back. So, increasingly, they invest in attendance. Representatives of 150 companies participated in a meeting in São Paulo, on the subject. The manager of a network of parking says that on average, receive 15 complaints a day and 40% by social networks.
"Today, the social network is very extensive. It gives you an echo sometimes exorbitant. So, we have to show for that customer that we are taking it as best as possible and at the best possible time, but not just for him, as for the entire network that it works and that is listening to us, "says Sergio Azambuja Moving Vince Park manager.
In this scenario, some entrepreneurs profit by offering solutions in attendance. A company makes computer programs that respond doubts of consumers buying over the Internet. And also offers software that track purchases made online. Thus, the customer accompanies the entire delivery. Sixty employees serve 300 clients. And it is expected growth in demand for this type of service.
"We still see many shortcomings in customer service and at the same time, we see e-commerce growing at double digits for at least five years and the prospect is to continue growing a lot," says Marcelo Pugliesi, CEO of Direct Talk .
Source: G1
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This article was translated by an automatic translation system, and was therefore not reviewed by people.