{"id":42776,"date":"2023-01-06T10:31:00","date_gmt":"2023-01-06T13:31:00","guid":{"rendered":"http:\/\/site.local\/?p=42776"},"modified":"2024-06-06T09:42:37","modified_gmt":"2024-06-06T12:42:37","slug":"foco-no-cliente-conheca-as-tendencias-de-cs-e-cx-para-2023","status":"publish","type":"post","link":"https:\/\/evertectrends-com.plataformasegura.nubity.com\/pt-br\/foco-no-cliente-conheca-as-tendencias-de-cs-e-cx-para-2023\/","title":{"rendered":"Foco no Cliente, conhe\u00e7a as tend\u00eancias de CS e CX para 2023"},"content":{"rendered":"\n\n\n

As ferramentas dentro de cada tend\u00eancia otimizam a experi\u00eancia do cliente e constroem valor para a marca<\/span><\/i><\/p>\n

S\u00e3o Paulo, janeiro de 2023 –\u00a0 <\/b>De acordo com a Simply,\u00a0 fintech de transforma\u00e7\u00e3o digital, uma das tend\u00eancias de mercado que promete ganhar ainda mais for\u00e7a em 2023 \u00e9 a integra\u00e7\u00e3o entre o <\/span>Customer Experience<\/span><\/i> e o <\/span>Customer Success<\/span><\/i>. A proximidade nos servi\u00e7os da empresa, a partir de uma cultura \u00e1gil e integrada, promove mais colabora\u00e7\u00e3o entre as equipes de forma multidisciplinar, reduzindo silos organizacionais e diminuindo a tra\u00e7\u00e3o entre as \u00e1reas de atua\u00e7\u00e3o da empresa, a fim de gerar maior valor no relacionamento com o cliente e\u00a0 sucesso nos neg\u00f3cios.<\/span><\/p>\n

Na chamada \u201cEra do Cliente\u201d, a <\/span>Customer Experience<\/span><\/i> ou Experi\u00eancia do cliente, mostra a import\u00e2ncia das percep\u00e7\u00f5es e impress\u00f5es, na intera\u00e7\u00e3o da venda do servi\u00e7o, com a empresa. Se trata de envolver o cliente em todas as etapas do processo e trabalhar estrategicamente para que o v\u00ednculo criado a partir dessas a\u00e7\u00f5es seja o mais proveitoso poss\u00edvel. Quando pensamos em um mundo cada vez mais tecnol\u00f3gico, \u00e9 necess\u00e1rio que a empresa possa oferecer um canal de comunica\u00e7\u00e3o multifocal mais assertivo para o cliente e que abre espa\u00e7o para que ele trabalhe sua voz. A personaliza\u00e7\u00e3o desse tipo de atendimento faz com que a empresa consiga, mais facilmente, se tornar atrativa e indispens\u00e1vel para o seu cliente e converter necessidade em receita.<\/span><\/p>\n

O <\/span>Customer Success<\/span><\/i> ou Sucesso do cliente, muito aplicado por empresas de <\/span>Software As a Service (Saas)<\/span><\/i>, \u00e9 o movimento que busca fidelizar o cliente, baseado em sua satisfa\u00e7\u00e3o nos processos envolvidos desde o primeiro contato com a empresa. Deve estar alinhado e trabalhar sinergicamente com a experi\u00eancia do cliente para que a fideliza\u00e7\u00e3o do relacionamento seja efetiva, e assim, gerar valor de entrega em receita. Segundo dados da Simply 80% do trabalho de ger\u00eancia do CS \u00e9 feito em dados e 20%\u00a0 no relacionamento, ent\u00e3o usar a tecnologia como ferramenta para uma vis\u00e3o 360\u00b0\u00a0 do cliente \u00e9 uma tend\u00eancia que ganhar\u00e1 cada vez mais for\u00e7a.\u201d<\/span><\/p>\n

\u201cUma grande aliada na experi\u00eancia do cliente, que desenvolve e analisa as solu\u00e7\u00f5es de trabalho conjunto, \u00e9 a intelig\u00eancia artificial (AI). Utilizar dados, muitas vezes desconsiderados nos processos, possibilita uma conex\u00e3o maior com os consumidores. A abordagem\u00a0 <\/span>Data Driven<\/span><\/i>, por exemplo,\u00a0 trabalha com essa\u00a0 an\u00e1lise e coleta\u00a0 de dados, medindo e testando resultados para que a gest\u00e3o consiga ser mais assertiva nos pr\u00f3ximos passos dos neg\u00f3cios relacionados a consumidor- empresa\u201d analisa Cristiane Teb\u00farcio, respons\u00e1vel pela \u00e1rea de Customer Success da Simply.<\/span><\/p>\n

O que a Simply faz hoje \u00e9 proporcionar ao cliente o m\u00e1ximo de sucesso e satisfa\u00e7\u00e3o na experi\u00eancia com seus servi\u00e7os, atrav\u00e9s da tecnologia digital. Dentro de seu ambiente interno, tem uma estrutura de integra\u00e7\u00e3o de \u00e1reas mais assertiva e horizontalizada, facilitando\u00a0 processos e entendendo necessidades. \u201cEntendemos que a \u00e1rea de CS \u00e9 respons\u00e1vel n\u00e3o somente por fornecer um ponto de contato e venda, mas de fato\u00a0 auxilia para trabalharmos a expectativa do cliente e a necessidade dele, evoluindo nossos produtos de forma a\u00a0 acompanhar o andamento do mercado para que cliente se sinta satisfeito com toda a rela\u00e7\u00e3o com a marca\u201d, conclui Cristiane.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

As ferramentas dentro de cada tend\u00eancia otimizam a experi\u00eancia do cliente e constroem valor para a marca<\/p>\n","protected":false},"author":9,"featured_media":42777,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[998],"tags":[52,1063,749,373,350,750,253],"class_list":["post-42776","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tech-e-trends","tag-bancos","tag-consorcios","tag-fundos","tag-pagamentos","tag-previdencia","tag-servicos-e-consultoria","tag-solucoes-digitais"],"yoast_head":"\nFoco no Cliente, conhe\u00e7a as tend\u00eancias de CS e CX para 2023 - Evertec Trends<\/title>\n<meta name=\"description\" content=\"Customer Experience - As ferramentas dentro de cada tend\u00eancia otimizam a experi\u00eancia do cliente e constroem valor para a marca\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, 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