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La experiencia del consumidor, llamada SAC, es crítica para incrementar las ventas. Responder las llamadas de manera rápida y resolviendo sus preguntas o problemas en un primer llamado es muy importante para aumentar las ventas digitales.
Las llamadas al servicio del cliente son una fuente valiosa de información para incrementar la operación del comercio digital. Por esto se recomienda identificar las principales razones de por qué el cliente está llamando y ordenarlas por volumen de llamadas. Luego realice un análisis de las principales causas de los reclamos por parte de los consumidores.
Por lo general, encontrará problemas con las operaciones, especialmente cuando éstas requieran equipos de funciones cruzadas. Además, normalmente se dará cuenta que no se comparte suficiente información con el cliente o sin la rapidez necesaria. La transparencia casi en tiempo real con respecto al estado del pedido, de la entrega, las cantidades en stock y el procesamiento de devoluciones reducirá las llamadas de los clientes al SAC y aumentará la comodidad y satisfacción del consumidor, lo que permitirá el crecimiento de las ventas.
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