Clipping of news on Brazilian Culture, Law and Citizenship
03/29/2016
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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With increased communication channels, consumers need to know how to choose
Until the 1990s, consumers had only three alternatives to communicate with a company: personally go to the office, send a letter or make a phone call. Today there is a diversity of points of contact and companies know that slippage in this area tarnish the reputation of the brand.
But what time that consumers need to contact someone to claim some right? What is the most appropriate? The NeoAssist, specializing in communication, presents the pros and cons of each of the main relationship tools.
CHANNELS THAT PROVIDE BUSINESS CONSUMER
The person sends a message via e-mail requesting information.
Advantages: Deletes the interpersonal contact. Sender can review the message before sending. You can take several questions in one email. User can save and save the document.
Attention points: The answer is not instantaneous and can take hours. The impersonality generates "automatic responses" and is not a proper channel to address more complex questions, a more dynamic contact solve.
INTELLIGENT CALL
System in which the company provides the main questions with the answers and you do not need to contact to solve them.
Advantages: You can solve problems without contacting the company. You can integrate with other service channels to extract information about consumer behavior. He sees what are the issues that generate more questions for other consumers. The customer may find other topics of interest about the brand and the theme.
Attention points: There is no interaction. So if you still have questions, you need to contact the company. The answers are also automatic and can not satisfy the consumer.
PHONE
It is the most traditional answering service: the user connects directly to the company behind information.
Advantages: Communication and problem solving are instantaneous. It is not necessary connection to the Internet. With personalized service, it is easier to strengthen the relationship.
Attention points: Customer can take and hold you on the line. Generally there are transfers between departments, which irritates consumers. Human interaction is the welling emotion.
CHAT ONLINE
service model in real time, similar to the phone, but via the Internet.
Advantages: Une how quickly the phone with the impersonality of email. Allows multiple calls at the same time. The user accesses any device with Internet access. Best method to ask questions at times outside of business period.
Attention points: The service is restricted to the Internet. Instability in the navigation can compromise the conversation. Some requests may not be made online. The operator must have excellent grammatical skills.
SOCIAL NETWORKS
latest channel, in which the client uses the company's profiles on social networks to ask questions.
Advantages: The space is more informal, ideal to ask questions and give suggestions. User already know the environment of social networks. Other users may have access, increasing mobilization around a subject.
Attention points: Similarly to the email, it can take. It is not the most appropriate place to address specific issues. Self-disclosure can also be harmful and affect the service.
VIDEO
New in the Brazilian market, the client can video chat online with the service provider.
Advantages: It is ideal for a live advice, asking questions about products and services. Replaces instruction manuals for teaching in practice. Does the relationship go to another level, "eye to eye".
Attention points: stable connection Need to work. It is indicated only for questions on the operation of products. Being an audiovisual interaction, can inhibit some consumers.
Learn more at: https://www.bemparana.com.br/noticia/435938/qual-e-o-canal-mais-curto-para-chegar-a-empresa
Source: Well Paraná
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This article was translated by an automatic translation system, and was therefore not reviewed by people.