{"id":1494,"date":"2023-02-02T16:31:05","date_gmt":"2023-02-02T16:31:05","guid":{"rendered":"https:\/\/actionclient.com\/porque-um-crm-para-o-servico-ao-cliente\/"},"modified":"2025-03-20T13:16:13","modified_gmt":"2025-03-20T13:16:13","slug":"porque-um-crm-para-o-servico-ao-cliente","status":"publish","type":"post","link":"https:\/\/actionclient.com\/pt-br\/porque-um-crm-para-o-servico-ao-cliente\/","title":{"rendered":"CRM para o servi\u00e7o de apoio ao cliente, como utiliz\u00e1-lo"},"content":{"rendered":"\n<p><a href=\"https:\/\/challenge-action.com\/experience-client-le-service-a-la-clientele-fait-la-difference\/\" target=\"_blank\" rel=\"noreferrer noopener\">Um bom servi\u00e7o ao cliente<\/a> significa uma experi\u00eancia perfeita para o cliente, o que implica uma rela\u00e7\u00e3o calorosa, mas tamb\u00e9m um profissionalismo exemplar baseado num <a href=\"https:\/\/actionclient.com\/pt-br\/\" target=\"_blank\" rel=\"noreferrer noopener\">CRM simples e eficaz<\/a>. Eis os principais benef\u00edcios que o seu CRM (Customer Experience Management) deve proporcionar.<\/p>\n\n<figure class=\"wp-block-embed alignright is-type-rich is-provider-prise-en-charge-des-contenus-embarqu-s wp-block-embed-prise-en-charge-des-contenus-embarqu-s wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"2 Comment am\u00e9liorer l&#039;exp\u00e9rience client avec un CRM\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/Q8zO94OjkcU?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n<p><\/p>\n\n<p><\/p>\n\n<p><\/p>\n\n<p><\/p>\n\n<p><\/p>\n\n<h2 class=\"wp-block-heading\">Uma rela\u00e7\u00e3o personalizada<\/h2>\n\n<p>Uma rela\u00e7\u00e3o personalizada gra\u00e7as \u00e0s informa\u00e7\u00f5es que recolheu de cada contacto e ao hist\u00f3rico de rela\u00e7\u00f5es que deve ser mantido.  <\/p>\n\n<p>As informa\u00e7\u00f5es devem incluir n\u00e3o s\u00f3 os produtos e servi\u00e7os adquiridos, mas tamb\u00e9m dados pessoais relevantes para melhor satisfazer o cliente.<\/p>\n\n<h2 class=\"wp-block-heading\">Monitoriza\u00e7\u00e3o precisa<\/h2>\n\n<p>Profissionalismo significa ser capaz de telefonar aos clientes na altura certa, e \u00e9 isso que <a href=\"https:\/\/www.lesaffaires.com\/dossiers-partenaires\/engagement-multicanal-automatise-etes-vous-pret\/5-etapes-pour-definir-votre-strategie-de-relation-client\/639337\" target=\"_blank\" rel=\"noreferrer noopener\">a Gest\u00e3o das Rela\u00e7\u00f5es com os Clientes<\/a> (CRM) lhe permite fazer. Esta data pode ser a solicitada pelo cliente ou a que o utilizador considerar relevante. Isso tamb\u00e9m pode permitir que voc\u00ea entre em contato com o cliente, adaptando-se aos ciclos de consumo de seus produtos e servi\u00e7os.<\/p>\n\n<h2 class=\"wp-block-heading\">Contactos r\u00e1pidos para servir melhor os clientes<\/h2>\n\n<p>Provavelmente j\u00e1 esteve em contacto com um agente que demorou 30 minutos a prestar um servi\u00e7o que deveria ter demorado 3 minutos. O motivo foi que o agente estava \u00e0 procura de informa\u00e7\u00f5es e tinha dificuldade em encontrar as informa\u00e7\u00f5es correctas. Um bom CRM deve ser simples e r\u00e1pido de utilizar pelos agentes, n\u00e3o s\u00f3 para servir mais pessoas e reduzir os custos de servi\u00e7o por contacto, mas tamb\u00e9m para proporcionar uma melhor experi\u00eancia ao cliente.<\/p>\n\n<h2 class=\"wp-block-heading\">Matrizes para ajudar os agentes do servi\u00e7o de apoio ao cliente<\/h2>\n\n<p>As matrizes permitem que os agentes realizem o seu trabalho de forma mais qualitativa e r\u00e1pida do que de outra forma. Estas ferramentas normalizam o trabalho, deixando flexibilidade ao trabalhador.<\/p>\n\n<h2 class=\"wp-block-heading\">Um balc\u00e3o \u00fanico para contactos<\/h2>\n\n<p>Idealmente, se a sua empresa estiver bem organizada, todos os contactos com os clientes s\u00e3o centralizados num \u00fanico ponto, de modo a que qualquer agente possa ter uma vis\u00e3o completa do hist\u00f3rico do cliente para o servir melhor. Para tal, \u00e9 necess\u00e1rio que o CRM seja utilizado por todas as pessoas em contacto com o cliente e que seja preenchido para cada contacto.<\/p>\n\n<h2 class=\"wp-block-heading\">Um bom CRM pode melhorar todas as fases do servi\u00e7o ao cliente<\/h2>\n\n<ul class=\"wp-block-list\">\n<li>A prepara\u00e7\u00e3o do contacto com o cliente \u00e9 facilitada pela centraliza\u00e7\u00e3o de todas as informa\u00e7\u00f5es. Os dados podem ser acedidos rapidamente, quer quando telefonamos ao cliente, quer quando o cliente nos contacta.<\/li>\n\n\n\n<li>O contacto inicial, que ajuda a quebrar o gelo, \u00e9 personalizado gra\u00e7as \u00e0 informa\u00e7\u00e3o que temos sobre o cliente, os seus h\u00e1bitos e prefer\u00eancias.<\/li>\n\n\n\n<li>A descoberta das necessidades permite completar e atualizar as informa\u00e7\u00f5es j\u00e1 existentes no sistema. \u00c9 poss\u00edvel validar informa\u00e7\u00f5es j\u00e1 registadas em contactos anteriores, o que refor\u00e7a a credibilidade junto do cliente.<\/li>\n\n\n\n<li>As solu\u00e7\u00f5es apresentadas s\u00e3o adaptadas n\u00e3o s\u00f3 \u00e0s informa\u00e7\u00f5es fornecidas, mas tamb\u00e9m ao historial e \u00e0s prefer\u00eancias do cliente.<\/li>\n\n\n\n<li>As objec\u00e7\u00f5es s\u00e3o anotadas, juntamente com as melhores respostas, para que possamos responder mais eficazmente aos bloqueios, retic\u00eancias, inseguran\u00e7as, etc.<\/li>\n\n\n\n<li>Todas estas informa\u00e7\u00f5es permitir\u00e3o concluir o contacto de forma mais r\u00e1pida e eficaz.<\/li>\n\n\n\n<li>Por \u00faltimo, as informa\u00e7\u00f5es registadas permitir\u00e3o um acompanhamento personalizado, que \u00e9 a marca de uma rela\u00e7\u00e3o impec\u00e1vel com o cliente. Qualquer pessoa poder\u00e1 fazer o acompanhamento adaptando-se \u00e0s prefer\u00eancias do cliente.<\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\">Em conclus\u00e3o<\/h2>\n\n<p>Um bom <a href=\"https:\/\/www.choisirmoncrm.com\/avantages-crm\/amelioration-experience-client\" target=\"_blank\" rel=\"noreferrer noopener\">CRM \u00e9 uma ferramenta essencial para a gest\u00e3o das rela\u00e7\u00f5es com os clientes<\/a>, desde que seja simples. O sistema tamb\u00e9m deve ser acess\u00edvel atrav\u00e9s de um telem\u00f3vel, para que possa ser utilizado por um agente de servi\u00e7o numa loja ou na estrada. Por isso, temos de pensar em aplica\u00e7\u00f5es que o tornem ainda mais flex\u00edvel e \u00fatil para os agentes.<\/p>\n\n<p><\/p>\n\n<p>Jean-Pierre Mercier<\/p>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<div class=\"wp-block-group is-layout-constrained wp-container-core-group-is-layout-a1458d1d wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-cover border-radius-20\" style=\"min-height:50px;aspect-ratio:unset;\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-primary-background-color has-background-dim\"><\/span><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"800\" class=\"wp-block-cover__image-background wp-image-363\" alt=\"\" src=\"https:\/\/actionclient.com\/wp-content\/uploads\/2023\/02\/Group-17-2.png\" data-object-fit=\"cover\" srcset=\"https:\/\/actionclient.com\/wp-content\/uploads\/2023\/02\/Group-17-2.png 1200w, https:\/\/actionclient.com\/wp-content\/uploads\/2023\/02\/Group-17-2-300x200.png 300w, https:\/\/actionclient.com\/wp-content\/uploads\/2023\/02\/Group-17-2-1024x683.png 1024w, https:\/\/actionclient.com\/wp-content\/uploads\/2023\/02\/Group-17-2-768x512.png 768w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group has-background-alt-color has-text-color is-layout-flow wp-block-group-is-layout-flow\" style=\"border-radius:10px\">\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-text-align-center has-small-font-size\" style=\"line-height:.9;text-transform:uppercase\"><strong>Vers\u00e3o gratuita<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-align-center has-background-alt-color has-text-color has-xx-large-font-size\" id=\"schedule-a-visit\" style=\"line-height:1.15\"><strong><strong>Experimente o ActionClient gratuitamente!<\/strong><\/strong><\/h2>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-buttons is-horizontal is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-03627597 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button has-custom-width wp-block-button__width-50\"><a class=\"wp-block-button__link has-secondary-background-color has-text-color has-background wp-element-button\" href=\"https:\/\/crm.actionclient.com\/signup?lang=pt\" style=\"border-radius:50px;color:#ffffff\" target=\"_blank\" rel=\"noreferrer noopener\">Obter ActionClient agora<\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n<\/div><\/div>\n<\/div>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Um bom servi\u00e7o ao cliente significa uma experi\u00eancia perfeita para o cliente.<br \/>\nIsso significa um relacionamento caloroso, mas tamb\u00e9m um profissionalismo exemplar baseado em um CRM simples e eficaz. Aqui est\u00e3o os principais benef\u00edcios que seu CRM deve oferecer.<\/p>\n","protected":false},"author":1,"featured_media":1420,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"post-with-sidebar","format":"standard","meta":{"footnotes":""},"categories":[31],"tags":[],"class_list":["post-1494","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nao-categorizado"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>CRM para o servi\u00e7o ao cliente<\/title>\n<meta name=\"description\" content=\"Porqu\u00ea e como deve utilizar um CRM para melhorar a experi\u00eancia dos seus clientes. Experimente esta vers\u00e3o f\u00e1cil e gratuita.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/actionclient.com\/pt-br\/porque-um-crm-para-o-servico-ao-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CRM para o servi\u00e7o ao cliente\" \/>\n<meta property=\"og:description\" content=\"Porqu\u00ea e como deve utilizar um CRM para melhorar a experi\u00eancia dos seus clientes. 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