Omnicanalidade: o segredo do atendimento ao cliente

What this episode covers

Hoje, uma das formas mais importantes para melhorar o atendimento ao consumidor é entender como o usuário se comporta dentro das plataformas, ou seja, é necessário identificar a jornada do cliente. Para isso, empresas como a Genesys usam plataformas para ter uma visão 360, que mostra por onde aquele cliente entrou na plataforma, quais foram as buscas e as interações. Ao oferecer atendimento a ele em múltiplos canais, as empresas podem proporcionar uma experiência mais conveniente e acessível para os clientes, aumentando a satisfação e fidelidade. Nesta edição especial do podcast MIT Technology Review Brasil, o editor-executivo Rafael Coimbra conversa com Jefferson Carvalho, consultor de atendimento ao cliente da InterCement, e Rodrigo Abraão, consultor sênior de soluções na Genesys sobre o assunto. Este episódio é um oferecimento da Genesys.

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Frequently Asked Questions

How long is this episode of MIT Technology Review Brasil?

This episode is 31 minutes long.

When was this MIT Technology Review Brasil episode published?

This episode was published on October 23, 2023.

What is this episode about?

Hoje, uma das formas mais importantes para melhorar o atendimento ao consumidor é entender como o usuário se comporta dentro das plataformas, ou seja, é necessário identificar a jornada do cliente. Para isso, empresas como a Genesys usam...

Can I download this MIT Technology Review Brasil episode?

Yes, you can download this episode by clicking the download button on the episode player, or subscribe to the podcast in your preferred podcast app for automatic downloads.