{"id":22305,"date":"2017-03-23T17:53:09","date_gmt":"2017-03-23T16:53:09","guid":{"rendered":"https:\/\/mailcommsgroup.com\/blog\/dominican-experience-customer-satisfaction-and-company\/"},"modified":"2024-04-08T12:09:17","modified_gmt":"2024-04-08T10:09:17","slug":"dominican-experience-customer-satisfaction-and-company","status":"publish","type":"post","link":"https:\/\/mailcommsgroup.com\/pt\/blog\/dominican-experience-customer-satisfaction-and-company\/","title":{"rendered":"Porque \u00e9 que uma experi\u00eancia omnicanal satisfaz o cliente e a sua empresa"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column el_class=&#8221;MailTecK &amp; Customer Comms en la Semana del Seguro 2017: Customer Experience 360\u00ba&#8221; font_color=&#8221;#81d742&#8243;][vc_single_image image=&#8221;6452&#8243; img_size=&#8221;full&#8221; onclick=&#8221;custom_link&#8221; link=&#8221;https:\/\/mailcommsgroup.com\/wp-content\/uploads\/2021\/04\/Whitepaper_The_Proof_Is_In_The.Well_It_s_Everywhere.pdf&#8221;][vc_column_text]<br \/>\nUm consumidor comum recebe o correio eletr\u00f3nico prometido para uma ap\u00f3lice de seguro de sa\u00fade. Estuda a oferta e fica satisfeito com ela, pelo que decide aceit\u00e1-la. Come\u00e7a imediatamente a preencher o formul\u00e1rio que o banco lhe enviou para recolher dados mais ou menos complexos, mas a meio do processo chamam-no e ele tem de parar. Uma hora mais tarde, encontra tempo para retomar o seu trabalho, mas o PC em casa est\u00e1 ocupado, pelo que utiliza o tablet para continuar. Passados 10 minutos, lembra-se que tem de levar o filho ao treino e pensa: &#8220;ok, na cafetaria, enquanto espero que a sess\u00e3o termine, acabo de introduzir os dados e assino a partir do meu telem\u00f3vel&#8221;.<\/p>\n<p>No final do processo, este consumidor ter\u00e1 utilizado diferentes canais para aceitar a sua hipoteca, mas ter\u00e1 tido uma experi\u00eancia omnicanal? \u00c9 prov\u00e1vel que a sua plena satisfa\u00e7\u00e3o com o processo dependa disso. Por outro lado, o or\u00e7amento que a empresa dedica a esta etapa de aquisi\u00e7\u00e3o de clientes, um tempo de coloca\u00e7\u00e3o no mercado adequado e a coer\u00eancia na mensagem e no design tamb\u00e9m depender\u00e3o do tipo de solu\u00e7\u00e3o tecnol\u00f3gica utilizada.<br \/>\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;3\/3&#8243;][vc_column_text]Tanto a experi\u00eancia multicanal como a omnicanal coincidem na sua abordagem ao cliente atrav\u00e9s de v\u00e1rios canais, como redes sociais, correio eletr\u00f3nico, web&#8230; escolhidos pelo consumidor de acordo com a sua prefer\u00eancia em cada momento. A diferen\u00e7a entre os dois \u00e9 que a empresa que opta por oferecer omnicanal aos seus clientes basear-se-\u00e1 em dois factores principais: a consist\u00eancia das suas comunica\u00e7\u00f5es e, por conseguinte, da rela\u00e7\u00e3o com o utilizador, e os dispositivos atrav\u00e9s dos quais o utilizador interage. Se a experi\u00eancia for omnicanal, o cliente ter\u00e1 completado o seu itiner\u00e1rio sem detetar qualquer diferen\u00e7a na comunica\u00e7\u00e3o, no <em>aspeto<\/em> e na usabilidade, independentemente dos canais ou dispositivos atrav\u00e9s dos quais escolheu viajar. A sua experi\u00eancia ser\u00e1 certamente positiva.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-6454\" src=\"https:\/\/mailcommsgroup.com\/wp-content\/uploads\/2017\/03\/experiencia-omnicanal-2.jpg\" alt=\"experi\u00eancia omnicanal\" width=\"800\" height=\"299\" srcset=\"https:\/\/mailcommsgroup.com\/wp-content\/uploads\/2017\/03\/experiencia-omnicanal-2.jpg 800w, https:\/\/mailcommsgroup.com\/wp-content\/uploads\/2017\/03\/experiencia-omnicanal-2-300x112.jpg 300w, https:\/\/mailcommsgroup.com\/wp-content\/uploads\/2017\/03\/experiencia-omnicanal-2-768x287.jpg 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/>Para a empresa, para al\u00e9m da satisfa\u00e7\u00e3o do cliente, os benef\u00edcios v\u00e3o mais al\u00e9m. Podem ser analisadas por fases de produ\u00e7\u00e3o:<\/p>\n<ul style=\"padding-left: 40px;\">\n<li style=\"line-height: 1.8;\"><strong>Conce\u00e7\u00e3o:<\/strong> A utiliza\u00e7\u00e3o de tecnologias da pr\u00f3xima gera\u00e7\u00e3o, como a GMC Dynamic Communications, permite que um \u00fanico designer prepare modelos para todas as plataformas, resultando numa experi\u00eancia de utilizador consistente e sem descontinuidades e numa redu\u00e7\u00e3o dos recursos investidos nesta fase. Al\u00e9m disso, as suas provas s\u00e3o em direto. Pode examinar o trabalho em qualquer dispositivo com todos os n\u00edveis de intera\u00e7\u00e3o fornecidos.<\/li>\n<li style=\"line-height: 1.8;\"><strong>Layout:<\/strong> O designer deu a aprova\u00e7\u00e3o final? O layout do seu projeto para cada plataforma ser\u00e1 uma quest\u00e3o de um clique. E a ferramenta ter\u00e1 em conta todas as possibilidades na execu\u00e7\u00e3o da aplica\u00e7\u00e3o. Um exemplo: &#8220;A liga\u00e7\u00e3o \u00e0 Internet \u00e9 m\u00e1, mostre esta imagem em vez do v\u00eddeo&#8221;.<\/li>\n<li style=\"line-height: 1.8;\"><strong>Fase de corre\u00e7\u00e3o e aprova\u00e7\u00e3o:<\/strong> O ponto forte deste tipo de ferramenta. Como todas as comunica\u00e7\u00f5es s\u00e3o criadas pelo mesmo designer a partir da mesma interface, podem ser apresentadas no mesmo ecr\u00e3 ou impressas como um \u00fanico PDF. A revis\u00e3o \u00e9 facilitada ao m\u00e1ximo, para n\u00e3o falar da corre\u00e7\u00e3o de poss\u00edveis erros: cada modifica\u00e7\u00e3o \u00e9 feita apenas uma vez, no mesmo local e pelo mesmo designer. As economias de custos s\u00e3o significativas.<\/li>\n<li style=\"line-height: 1.8;\"><strong>Lan\u00e7amento:<\/strong> Preparar, preparar, come\u00e7ar! Assim que o trabalho for aprovado, num s\u00f3 clique estar\u00e1 dispon\u00edvel em qualquer plataforma que o cliente possa utilizar.<\/li>\n<li style=\"line-height: 1.8;\"><strong>Seguimento:<\/strong> A experi\u00eancia \u00e9 a mesma, qualquer que seja o canal escolhido para a viver. E o processo de trabalho \u00e9 digital. O controlo \u00e9 t\u00e3o simples quanto poss\u00edvel e os relat\u00f3rios tamb\u00e9m s\u00e3o simplificados. Mesmo quando n\u00e3o se utiliza o formato em papel, a utiliza\u00e7\u00e3o de c\u00f3digos QR facilita esta fase. Todas as ac\u00e7\u00f5es realizadas pelo cliente podem ser analisadas. Um grande n\u00famero e tipologia de dados s\u00e3o recolhidos para serem apresentados de uma forma simples, o que facilita a sua interpreta\u00e7\u00e3o. E sempre em tempo real.<\/li>\n<li style=\"line-height: 1.8;\"><strong>Arquivado:<\/strong> Tudo cabe num PDF. E este PDF estar\u00e1 \u00e0 disposi\u00e7\u00e3o do call center, do departamento de atendimento ao cliente ou da \u00e1rea comercial para otimizar as respectivas tarefas e resultados. Pode tamb\u00e9m ser \u00fatil em caso de necessidade legal ou em auditorias.<\/li>\n<\/ul>\n<p>As solu\u00e7\u00f5es da pr\u00f3xima gera\u00e7\u00e3o d\u00e3o um salto para o futuro das comunica\u00e7\u00f5es com os clientes, e tanto os clientes como as empresas s\u00e3o convidados para esta viagem. O destino: economia de custos, redu\u00e7\u00e3o dos tempos de produ\u00e7\u00e3o, m\u00e1xima agilidade e uma experi\u00eancia de utilizador em que tudo acontece exatamente como deve ser.[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row][vc_column el_class=&#8221;MailTecK &amp; Customer Comms en la Semana del Seguro 2017: Customer Experience 360\u00ba&#8221; font_color=&#8221;#81d742&#8243;][vc_single_image image=&#8221;6452&#8243; img_size=&#8221;full&#8221; onclick=&#8221;custom_link&#8221; link=&#8221;https:\/\/mailcommsgroup.com\/wp-content\/uploads\/2021\/04\/Whitepaper_The_Proof_Is_In_The.Well_It_s_Everywhere.pdf&#8221;][vc_column_text] Um consumidor comum recebe o correio eletr\u00f3nico prometido para uma ap\u00f3lice de seguro de sa\u00fade. Estuda a oferta e fica satisfeito com ela, pelo que decide aceit\u00e1-la. Come\u00e7a imediatamente a preencher o formul\u00e1rio que o banco [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":19312,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[502,505],"class_list":["post-22305","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-solucoes-de-comunicacao-com-valor-juridico","category-solucoes-de-comunicacao-omnicanal"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Porque \u00e9 que uma experi\u00eancia omnicanal satisfaz o cliente e a sua empresa - Mailcomms Group<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/mailcommsgroup.com\/pt\/blog\/dominican-experience-customer-satisfaction-and-company\/\" \/>\n<meta property=\"og:locale\" content=\"pt_PT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Porque \u00e9 que uma experi\u00eancia omnicanal satisfaz o cliente e a sua empresa - Mailcomms Group\" \/>\n<meta property=\"og:description\" content=\"[vc_row][vc_column el_class=&#8221;MailTecK &amp; Customer Comms en la Semana del Seguro 2017: Customer Experience 360\u00ba&#8221; font_color=&#8221;#81d742&#8243;][vc_single_image image=&#8221;6452&#8243; img_size=&#8221;full&#8221; onclick=&#8221;custom_link&#8221; link=&#8221;https:\/\/mailcommsgroup.com\/wp-content\/uploads\/2021\/04\/Whitepaper_The_Proof_Is_In_The.Well_It_s_Everywhere.pdf&#8221;][vc_column_text] Um consumidor comum recebe o correio eletr\u00f3nico prometido para uma ap\u00f3lice de seguro de sa\u00fade. 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