Tip #1: la importancia de asistir a tu cliente en todos los canales
Tips and Tricks para Zoho Desk, por Lorenza Pasca¡Hola, comunidad!
Bienvenidos a esta nueva serie de Tips and Tricks para Zoho Desk. Cada serie está enfocada en sacarle el máximo provecho a las herramientas de gestión de empresa (aplicaciones) de Zoho. Vamos a ver como Zoho Desk te puede ayudar a hacer del servicio al cliente una ventaja competitiva para tu empresa.
Tip #1: la importancia de asistir a tu cliente en todos los canales.
En primer lugar, vamos a analizar la “omnicanalidad”. ¿De qué trata esta útil estrategia?
La omnicanalidad es una estrategia de comunicación que te permite estar en contacto a través de los diferentes canales utilizados por los usuarios para interactuar con tu marca.
¿Y como lo conseguimos? Zoho te lo pone muy fácil gracias a Zoho Desk. Zoho Desk proporciona a tus clientes una plataforma con la que comunicarse con tu departamento de atención al cliente y de esta forma solucionar sus dudas o problemas. La comunicación se puede dar de muchas maneras: vía redes sociales, teléfono, o chats. En cualquier caso, gracias a una herramienta intuitiva, los clientes podrán contactar rápidamente con el departamento de atención al cliente.
Saber escoger el canal correcto a través del cual comunicarse con los clientes es clave para establecer una relación de confianza duradera. Desde el punto de vista de un cliente, experimentar procesos lentos o poco prácticos (seguramente te habrá pasado alguna vez) puede derivar en una pérdida de credibilidad de la marca y en el peor de los casos, puede incluso ser una de las razones principales del cliente para perder el interés en tus productos o servicios. En efecto, puede ser que la petición de tu cliente sea sencilla o más compleja, pero en todo caso lo que importa es proporcionar una respuesta lo más precisa posible y dar el correcto seguimiento a la incidencia.
Una atención omnicanal no tiene porque ser complicada para la empresa. Desde la interfaz de Zoho Desk podrás gestionar en la misma plataforma, de forma ordenada y sencilla todos los tickets abiertos o resueltos por tu equipo.
Una de las ventajas principales de Zoho Desk, podrás integrar en pocos clics Zoho Desk con tu Zoho CRM y tus aplicaciones de Marketing de Zoho, para así tener acceso a las consultas que llegan desde estos canales, y poder almacenar esta información en Zoho CRM.
Para agregar tus canales de comunicación a Zoho Desk solo tendrás que ir al Menú principal >> Configuración >> Canales.
En el apartado Canales tendrás una idea completa de los diferentes canales de atención al cliente y podrás escoger los más alineados con tu estrategia de comunicación. Podrás elegir entre correo electrónico, centro de asistencia, chat, comunidad, red social, teléfono, formularios web o ASAP.
¿Qué canales tienes activos para la atención al cliente? ¡Conocer a tus clientes y entender sus necesidades asegurando un servicio al cliente omnicanal, es clave para crear una experiencia de cliente de 10!
¡Muchas gracias por leernos! Si quieres profundizar en algún tema en especial recuerda que puedes dejar un comentario aquí abajo. ¡Nos vemos en el próximo capítulo de Tips and Tricks de Zoho Desk!
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