Download - Customer strategies Conference - Me Atende
![Page 1: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/1.jpg)
![Page 2: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/2.jpg)
1990 Computador pessoal Logo Microsoft
![Page 3: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/3.jpg)
1990
1998
Computador pessoal
Internet
Logo Microsoft
Logo google
![Page 4: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/4.jpg)
1990
1998
2004
Computador pessoal
Internet
Social
Logo Microsoft
Logo google
Logo Facebook
![Page 5: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/5.jpg)
1990
1998
2004
2007
Computador pessoal
Internet
Social
Aplicativos
Logo Microsoft
Logo google
Logo Facebook
Logo apple
![Page 6: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/6.jpg)
Aplicativos mobile vem sistematicamente
revolucionando diversos mercados
![Page 7: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/7.jpg)
Revolucionaram o mercado em que atuam oferecendo mais comodidade para os usuários
através de tecnologia mobile
![Page 8: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/8.jpg)
Chegou a hora de trazer essa revolução para o atendimento ao consumidor… Mas você já tem que gerenciar muitos canais
de atendimento!
![Page 9: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/9.jpg)
![Page 10: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/10.jpg)
![Page 11: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/11.jpg)
![Page 12: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/12.jpg)
Com FAQ esse...
![Page 13: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/13.jpg)
![Page 14: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/14.jpg)
![Page 15: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/15.jpg)
Mobile?
![Page 16: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/16.jpg)
Antes de partir para o mobile….
![Page 17: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/17.jpg)
Particularidades do atendimento social
Se não tratado rápido, problema rápidamente se espalha
Exige um atendimento diferenciado dos demais canais da empresa
Consumidor não deixa de usar os canais tradicionais
Duplica o trabalho do SAC já que o atendimento tem que ser feito duas vezes
Algumas empresas tem equipes separadas para redes sociais
problemas de atendimento podem impactar diretamente nas vendas
![Page 18: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/18.jpg)
E quanto ao WhatsApp?
Troca de mensagens via smartphones
Toda a inteligencia do atendimento nao pode ser integrada
Nao tem suporte para uso corporativo
Nao pode ser usado para envio de mensagens ativas
![Page 19: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/19.jpg)
![Page 20: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/20.jpg)
![Page 21: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/21.jpg)
Vantagens do atendimento mobile
Melhoria do atendimento
Redução de custos
Canal para vendas
Fidelizaçao do consumidor
![Page 22: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/22.jpg)
Receba uma planilha com a economia gerada pelo atendimento mobile
![Page 23: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/23.jpg)
Cuidados ao implementar o atendimento mobile
Oferecer suporte para contato com operador
Agilidade para acompanhar a evolucao do atendimento
Captacao de usuario
Facilidade na resolução de solicitações
![Page 24: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/24.jpg)
Algumas empresas já possuem app mobile… Muitos até são focados em atendimento...
![Page 25: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/25.jpg)
Colocar icones de apps de empresas...
Itau, bradesco, gol, tam, etc etc etc etc
![Page 26: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/26.jpg)
![Page 27: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/27.jpg)
Mas na hora de resolver alguma questão que não pode ser
resolvida no app...
![Page 28: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/28.jpg)
![Page 29: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/29.jpg)
Isso tem 2 grandes problemas..
![Page 30: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/30.jpg)
Processo normal de desenvolvimento de software é caro e demorado
![Page 31: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/31.jpg)
Afasta o consumidor do app, fazendo com que ele tenha que buscar outro canal qnd o
problema nao for passivel de autoatendimento.
![Page 32: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/32.jpg)
Chamadas - 100
Autoatendimento
50
Telefone 25 Chat 25
![Page 33: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/33.jpg)
Framework
![Page 34: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/34.jpg)
Chamadas - 100
Autoatendimento
50
Telefone 25 Chat 25
![Page 35: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/35.jpg)
![Page 36: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/36.jpg)
Quando não for possível o autoatendimento
![Page 37: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/37.jpg)
Chamadas - 100
Autoatendimento
50
Telefone 25 Chat 25
![Page 38: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/38.jpg)
![Page 39: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/39.jpg)
Chamadas - 100
Autoatendimento
50
Telefone 25 Chat 25
![Page 40: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/40.jpg)
Falar com o SAC das empresas é bem
cansativo...
![Page 41: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/41.jpg)
![Page 42: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/42.jpg)
![Page 43: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/43.jpg)
Exemplo de como um framework pode facilitar o
seu trabalho:
![Page 44: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/44.jpg)
Iphone
Robo do Me Atende
SAC da empresa
![Page 45: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/45.jpg)
Iphone
Robo do Me Atende
SAC da empresa
Solicita o contato de uma empresa através do app Me Atende!
![Page 46: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/46.jpg)
Iphone
Robo do Me Atende
SAC da empresa
Solicita o contato de uma empresa através do app Me Atende!
Liga no SAC, navega na URA e fica na fila esperando pelo consumidor
![Page 47: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/47.jpg)
Iphone
Robo do Me Atende
SAC da empresa
Solicita o contato de uma empresa através do app Me Atende!
Liga no SAC, navega na URA e fica na fila esperando pelo consumidor
Quando consegue um humano, o robo liga de volta para o consumidor que pediu a chamada
![Page 48: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/48.jpg)
Iphone
Robo do Me Atende
SAC da empresa
Solicita o contato de uma empresa através do app Me Atende!
Liga no SAC, navega na URA e fica na fila esperando pelo consumidor
Coloca empresa e cliente para conversar
![Page 49: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/49.jpg)
Logo do Me Atende
Revolucionar a forma como empresas e consumidores interagem através de tecnologia
mobile
![Page 50: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/50.jpg)
![Page 51: Customer strategies Conference - Me Atende](https://reader033.vdocuments.pub/reader033/viewer/2022042502/55cde948bb61ebba048b4576/html5/thumbnails/51.jpg)
Envie um e-mail para [email protected] para
receber uma planilha com dados sobre a economia gerada pelo
atendimento mobile
Economia pode ser superior a R$200.000/mês