{"id":5046,"date":"2012-12-17T10:00:27","date_gmt":"2012-12-17T15:00:27","guid":{"rendered":"http:\/\/www.urbecom.com\/blog\/?p=5046"},"modified":"2012-12-16T22:52:25","modified_gmt":"2012-12-17T03:52:25","slug":"el-servicio-de-postventa-en-nuestra-tienda-online","status":"publish","type":"post","link":"https:\/\/www.urbecom.com\/blog\/el-servicio-de-postventa-en-nuestra-tienda-online\/","title":{"rendered":"El servicio de postventa en nuestra tienda online"},"content":{"rendered":"<p style=\"text-align: justify;\">Cuando ponemos en marcha nuestra<strong> tienda online,<\/strong> es inevitable que lo primero sea pensar en la comodidad del cliente a la hora de moverse por ella, buscar en el cat\u00e1logo, agregar productos y finalizar la compra&#8230; en suma, que su tr\u00e1nsito por la web sea sencillo, \u00e1gil y le invite a volver. Pero no podemos olvidarnos que el di\u00e1logo con el cliente no termina cuando ya ha pagado su compra, realmente. Siempre pueden surgir problemas una vez finalizada, dudas, consultas, reclamaciones&#8230; y debemos estar preparados para todo ello mediante una adecuada planificaci\u00f3n de nuestro <strong>servicio postventa.<\/strong><\/p>\n<p style=\"text-align: justify;\">Las normas que rigen a la <strong>atenci\u00f3n postventa<\/strong> en una <strong>tienda online<\/strong> no difieren mucho de las que debemos utilizar en nuestro d\u00eda a d\u00eda para tratar a los clientes, pero hemos de tener en cuenta que, muchas veces, este apartado puede producir una fidelizaci\u00f3n todav\u00eda mayor que el hecho de que nuestra p\u00e1gina web sea intuitiva o nuestro cat\u00e1logo amplio. Hemos de tener abiertos distintos frentes para facilitar que los clientes se pongan en contacto con nosotros si tienen cualquier pregunta, y sobre todo debemos intentar dar una <strong>sensaci\u00f3n de cercan\u00eda.<\/strong> Por ello, muchos empresarios optan por <strong>el chat como medio de contacto<\/strong>. Ya seamos nosotros mismos o un community manager designado para esta tarea, tener un \u00abrostro\u00bb al que dirigirse directamente ser\u00e1 muy del agrado de nuestros clientes. Lo mejor es tener un m\u00f3dulo instalado para ello en nuestra<strong> tienda online<\/strong>, y por supuesto estar muy atentos para que la respuesta sea todo lo inmediata posible.<\/p>\n<p style=\"text-align: center;\"><a href=\"http:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2012\/12\/chat_service.jpg\"><img loading=\"lazy\" class=\"aligncenter  wp-image-5047\" title=\"chat_service\" src=\"http:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2012\/12\/chat_service.jpg\" alt=\"\" width=\"420\" height=\"356\" \/><\/a><\/p>\n<p style=\"text-align: justify;\">Si hablamos de desperfectos, problemas con los env\u00edos, errores a la hora de mandar un producto&#8230; , siempre hemos de intentar subsanarlos y adem\u00e1s a\u00f1adir una peque\u00f1a compensaci\u00f3n. Independientemente de que tengamos que tratar con clientes m\u00e1s o menos airados (ya hemos dedicado anteriormente una entrada dedicada a las quejas, con algunas recomendaciones sobre c\u00f3mo abordarlas), y de que el problema pueda parecernos m\u00e1s o menos grave, siempre es una buena idea ofrecer, por ejemplo, un peque\u00f1o <strong>descuento<\/strong> en la siguiente compra, un <strong>regalo<\/strong> si hemos de volver a enviar el producto&#8230; Pueden parecer detalles nimios, pero lo realmente importante es la sensaci\u00f3n final: la de que nuestra <strong>tienda online<\/strong> est\u00e1 al servicio de sus clientes y no al rev\u00e9s, y se preocupa por proporcionar la mejor experiencia posible.<\/p>\n<p style=\"text-align: justify;\">Otro aspecto que puede ser muy interesante como parte del servicio postventa, tanto para los usuarios como para nosotros mismos, es el trasladar a los clientes una peque\u00f1a encuesta de satisfacci\u00f3n una vez se haya finalizado la compra. Debemos esforzarnos en que sea f\u00e1cil de rellenar y no muy extensa, pero al mismo tiempo directa; se trata de un mecanismo que puede resultarnos muy \u00fatil para detectar carencias que quiz\u00e1s no notemos a simple vista, o incluso para potenciar los aspectos que agradan a nuestros visitantes.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cuando ponemos en marcha nuestra tienda online, es inevitable que lo primero sea pensar en la comodidad del cliente a la hora de moverse por ella, buscar en el cat\u00e1logo, agregar productos y finalizar la compra&#8230; en suma, que su tr\u00e1nsito por la web sea sencillo, \u00e1gil y le invite a volver. Pero no podemos [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[17],"tags":[685,789,27],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v18.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>El servicio de postventa en nuestra tienda online - Blog de comercio electr\u00f3nico, Ecommerce y Marketing Online | urbeCOM<\/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:\/\/www.urbecom.com\/blog\/el-servicio-de-postventa-en-nuestra-tienda-online\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"El servicio de postventa en nuestra tienda online - Blog de comercio electr\u00f3nico, Ecommerce y Marketing Online | urbeCOM\" \/>\n<meta property=\"og:description\" content=\"Cuando ponemos en marcha nuestra tienda online, es inevitable que lo primero sea pensar en la comodidad del cliente a la hora de moverse por ella, buscar en el cat\u00e1logo, agregar productos y finalizar la compra&#8230; en suma, que su tr\u00e1nsito por la web sea sencillo, \u00e1gil y le invite a volver. 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