Las marcas darán atención al cliente en el chat de Facebook Messenger - Beople
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Las marcas darán atención al cliente en el chat de Facebook Messenger

facebookLas marcas lo están viviendo en sus propias carnes. Los consumidores, cada día, son más exigentes pero los estudios demuestran que un cliente satisfecho es capaz de recomendar un producto o servicio a entre cuatro y seis personas. Un cliente insatisfecho, en cambio, hablará de su experiencia a cerca de quince personas. Los datos hablan por sí solos. Es muy importante contar con una atención al cliente eficiente que satisfaga, en todo momento, las demandas de nuestros usuarios.

Facebook es consciente de esta necesidad. Por eso, la red social ha puesto en marcha nuevas funcionalidades para que las compañías puedan mejorar la experiencia de sus clientes. Entre ellas, la atención al cliente instantánea a partir del chat de Facebook Messenger o la posibilidad de crear eventos de marca.

Con los nuevos cambios, las marcas podrán interactuar en tiempo real con los usuarios, tanto por la app con la mensajería instantánea, como a través de la ventana de chat de la versión web. Hasta ahora, los clientes sólo podían dejar un comentario público en la página de la compañía o enviar un mensaje privado a la página de la marca, de manera que un cliente sin respuesta tenía muchas posibilidades de convertirse en un cliente insatisfecho. La nueva herramienta conseguirá mejorar en gran medida la interacción con los usuarios porque dará la oportunidad a las compañías de conocer las preferencias, las quejas y las dudas de los clientes de unas forma dinámica, práctica y mucho más rápida, lo que ayudará conseguir a la larga un producto mucho más afín a los clientes y por tanto, más rentable.

La nueva atención al cliente requerirá, eso sí, de una persona que atienda peticiones, preguntas y dudas en tiempo real, con lo que las plantillas de las compañías también se verán ampliadas con la nueva funcionalidad de la red social.

Pero, ésta no es la única novedad. A partir de ahora, las marcas también podrán crear eventos y permitir a sus usuarios que se inscriban en ellos, que interactúen y conozcan quiénes de sus amigos asistirán, una información muy valiosa para cualquier marca interesada en potenciar su identidad digital.

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