{"id":7758,"date":"2015-08-07T23:58:22","date_gmt":"2015-08-08T04:58:22","guid":{"rendered":"https:\/\/www.urbecom.com\/blog\/?p=7758"},"modified":"2016-10-27T03:04:42","modified_gmt":"2016-10-27T08:04:42","slug":"ecommerce-servicio-atencion-al-cliente","status":"publish","type":"post","link":"https:\/\/www.urbecom.com\/blog\/ecommerce-servicio-atencion-al-cliente\/","title":{"rendered":"Casi el 60% de los ecommerce no cuentan con  un  servicio de atenci\u00f3n al cliente"},"content":{"rendered":"<p style=\"text-align: left;\">El 59% de los ecommerce establecidos <strong>no dispone de servicio de atenci\u00f3n al cliente<\/strong>, seg\u00fan los datos de un completo estudio realizado por Building a Better Working World y el <a href=\"http:\/\/www.foroeconomiadigital.com\/\">Foro de Econom\u00eda Digital<\/a>. Ello <strong>supone un notable error para estos negocios en linea<\/strong>, toda vez que este estudio afirma que contar con un servicio de atenci\u00f3n al cliente incrementa las ventas en internet, disminuye costes y <strong><a href=\"https:\/\/www.urbecom.com\/blog\/emplear-adecuadamente-la-encuesta-de-satisfaccion-a-clientes\/\">aumenta la satisfacci\u00f3n de los clientes<\/a><\/strong>.<\/p>\n<p style=\"text-align: left;\">Asimismo, este informe refleja que en la horas en las cuales los comerciales tradicionales se encuentran cerrados es el momento cuando los <strong>usuarios m\u00e1s compran o visitan las tiendas online<\/strong>. No obstante, son muchos los <strong>comercios online<\/strong> que no cuentan con un <a href=\"https:\/\/www.urbecom.com\/blog\/responder-las-consultas-de-tu-tienda-online\/\">chat de atenci\u00f3n al cliente<\/a> o no lo tienen funcionando a esas horas lo cual provocar\u00e1 <strong>que vendan menos y, por ende, salga perjudicado el ecommerce<\/strong>.<\/p>\n<p style=\"text-align: left;\">El alto coste elevado a la hora de contratar personal fuera de las jornadas de trabajo convencionales es el <strong>argumento que dan la mayor\u00eda de los ecommerce<\/strong> que no ofrecen este servicio. Pero hay otras alternativas como apostar por &#8216;<strong>trabajadores 3.0<\/strong>&#8216; a los cuales se contrata por servicio prestado o simplemente por horas. Tambi\u00e9n se pueden externalizar los servicios de atenci\u00f3n al cliente seg\u00fan los intereses de cada tienda virtual.<\/p>\n<p style=\"text-align: left;\">En el servicio de atenci\u00f3n al cliente una funci\u00f3n vital en la <a href=\"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-factor-clave-en-el-e-commerce\/\">fidelizaci\u00f3n de los clientes<\/a>, <strong>ayuda a mejorar la imagen de marca<\/strong> y sirve para generar <strong>una experiencia de compra satisfactoria<\/strong>, que llevar\u00e1 al cliente a volver a comprar en un negocio en l\u00ednea.<\/p>\n<p style=\"text-align: left;\">En cada fase de la venta online, la escucha activa del cliente resulta bastante importante. Los motivos de contacto pueden ser muy variados. Los m\u00e1s habituales, si bien dependen del modelo de negocio, suelen ser <strong>dudas sobre los servicios y los productos mostrados en la tienda online<\/strong>, cuestiones sobre el estado en que se encuentra el pedido, incidencias relacionadas con el pago o la entrega, gesti\u00f3n de devoluciones o bajas inmediatas del servicio.<\/p>\n<p style=\"text-align: left;\">Adem\u00e1s, la atenci\u00f3n al cliente interviene de forma preventiva cuando se ha detectado un problema para contactar con los clientes afectados, <strong>con el objetivo de darles una soluci\u00f3n<\/strong>.<\/p>\n<p style=\"text-align: left;\">Tambi\u00e9n el <a href=\"https:\/\/www.urbecom.com\/blog\/los-mejores-tipos-o-formas-de-atencion-al-cliente-en-las-tiendas-online\/\">servicio de atenci\u00f3n al cliente<\/a> desempe\u00f1a un papel de defensor del cliente, al mismo tiempo que encarga de informar al resto de los departamentos las opiniones de los clientes y plantea estrategias de <strong>mejora de la p\u00e1gina web<\/strong>, el cat\u00e1logo de productos, carrito de la compra, y otros temas de la misma \u00edndole.<\/p>\n<p style=\"text-align: left;\">En definitiva, si se quiere que un <strong>ecommerce funcione mejor<\/strong>, venda m\u00e1s, tenga m\u00e1s feliz al cliente y aumenta su reputaci\u00f3n, <strong>debe apostar por un fiable y completo servicio de atenci\u00f3n al cliente<\/strong>. No se debe olvidar o dejar de lado jam\u00e1s.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>El 59% de los ecommerce establecidos no dispone de servicio de atenci\u00f3n al cliente, seg\u00fan los datos de un completo estudio realizado por Building a Better Working World y el Foro de Econom\u00eda Digital. Ello supone un notable error para estos negocios en linea, toda vez que este estudio afirma que contar con un servicio [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":7760,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[17,778],"tags":[1191,1190,1192,1193,1194],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v18.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Casi el 60% de los ecommerce no cuentan con un servicio de atenci\u00f3n al cliente - 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\/ecommerce-servicio-atencion-al-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Casi el 60% de los ecommerce no cuentan con un servicio de atenci\u00f3n al cliente - Blog de comercio electr\u00f3nico, Ecommerce y Marketing Online | urbeCOM\" \/>\n<meta property=\"og:description\" content=\"El 59% de los ecommerce establecidos no dispone de servicio de atenci\u00f3n al cliente, seg\u00fan los datos de un completo estudio realizado por Building a Better Working World y el Foro de Econom\u00eda Digital. 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