{"id":161389,"date":"2025-06-16T09:32:00","date_gmt":"2025-06-16T09:32:00","guid":{"rendered":"https:\/\/sinch.com\/?post_type=scc-chapter&#038;p=161389"},"modified":"2026-02-02T04:13:28","modified_gmt":"2026-02-02T04:13:28","slug":"satisfeitos","status":"publish","type":"scc-chapter","link":"https:\/\/sinch.com\/pt\/como-se-comunicar-com-clientes\/capitulo\/satisfeitos\/","title":{"rendered":"Deixe seus clientes satisfeitos (mesmo ap\u00f3s a venda)"},"content":{"rendered":"    <section data-content-type=\"hub\"  class=\"section section-hub-pt section-hub-mb bg-body shadow-divider\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                                            <div class=\"d-flex flex-column gap-3 gap-lg-4\">\r\n\r\n                                                            <div>\r\n                                    \r\n                                    <h2 class=\"h3 mb-0\">Um bom atendimento deixa os clientes satisfeitos<\/h2>                                <\/div>\r\n                            \r\n                            <div class=\"content-body\"><p class=\"mb-0\">A op\u00e7\u00e3o de v\u00e1rios canais \u00e9 perfeita para o atendimento ao cliente.  Se sua meta \u00e9 ter clientes satisfeitos (e por que n\u00e3o seria?), \u00e9 essencial conversar com as pessoas nos canais que elas preferem. Os especialistas da Sinch falam mais sobre como uma comunica\u00e7\u00e3o forte e clientes satisfeitos andam de m\u00e3os dadas.<\/p><\/div>                        <\/div>\r\n                    \r\n                                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                                                            <div>\r\n                                    \n\r\n\t                    <div class=\"iframe-responsive-container lazy-video rounded-lg overflow-hidden  \">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=Ui_FqBP2MZ4\" class=\"lazy-video-link\" data-lazy-video=\"Ui_FqBP2MZ4\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-language=\"pt\" data-thumb=\"https:\/\/img.youtube.com\/vi\/Ui_FqBP2MZ4\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/Ui_FqBP2MZ4\/maxresdefault.jpg\" alt=\"The state of customer communications - Pillar 4: Happy\">\r\n                <\/a>\r\n            <\/div>\r\n\r\n            \r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=Ui_FqBP2MZ4#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/Ui_FqBP2MZ4\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/Ui_FqBP2MZ4\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=Ui_FqBP2MZ4\",\n    \"name\": \"The state of customer communications - Pillar 4: Happy\",\n    \"description\": \"Customer satisfaction isn\\u2019t just a metric. It\\u2019s a direct outcome of every message you send. In this final video, we explore the fourth pillar of modern customer communications: keeping people happy.\\n\\nFrom long hold times to support that doesn\\u2019t carry across channels, customers have high expectations for how brands provide service and support. We\\u2019ll break down what matters most in 2025, including how artificial intelligence (AI) is changing the game as well as how consumers are responding. \\n\\nGet more in Chapter 5 of The state of customer communications: https:\/\/s.sinch.com\/4eTYlXX\\n\\n\\ud83c\\udfa5 This is the final video in our series covering highlights from the full report. 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seus clientes querem trocar um produto.<\/p><p>Nossa pesquisa constatou que cerca de 31% das pessoas desejam que as comunica\u00e7\u00f5es de atendimento sejam feitas por email, mas esse n\u00famero \u00e9 bem menor em compara\u00e7\u00e3o com suas prefer\u00eancias de mensagens promocionais e informativas.<\/p><p>Para atendimento, h\u00e1 um novo canal surgindo.  <b>21% dizem que querem falar com um ser humano.<\/b>  Cerca de 5% selecionaram um chatbot com IA como sua principal escolha.<\/p><p>O canal de voz tamb\u00e9m \u00e9 essencial para o atendimento, e <b>19% dos consumidores escolheram um call center <\/b>para serem atendidos.<\/p><p class=\"mb-0\">Mas os 8% dos consumidores que disseram preferir uma combina\u00e7\u00e3o de canais est\u00e3o no caminho certo.<b>  O atendimento ao cliente pode e deve ocorrer em uma variedade de canais.<\/b><\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section hub-altblock section-hub-my bg-body\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1\">\r\n                        \n\r\n    \r\n        <div class=\"row hub-data longform-spacings\">\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">28%<\/div>\r\n                        <div class=\"content-body\">\r\n                            <p class=\"mb-0\">dos baby boomers preferem usar um call center para atendimento ao cliente.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">34%<\/div>\r\n                        <div class=\"content-body\">\r\n                            <p class=\"mb-0\">da Gera\u00e7\u00e3o X preferem atendimento por email.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">8-9%<\/div>\r\n                        <div class=\"content-body\">\r\n                            <p class=\"mb-0\">da Gera\u00e7\u00e3o Z e dos millennials preferem chatbots com IA a outras op\u00e7\u00f5es.\u2028<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">15%<\/div>\r\n                        <div class=\"content-body\">\r\n                            <p class=\"mb-0\">da Gera\u00e7\u00e3o Z quer usar outros aplicativos de mensagens, como o Messenger e o WhatsApp, para atendimento.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n            \r\n        <\/div>\r\n\r\n\n\r\n                    <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-2 ps-1 ps-md-6 ps-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">Ajudar as gera\u00e7\u00f5es com comunica\u00e7\u00f5es multicanais<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>Nenhum dos quatro grupos et\u00e1rios preferiu um canal espec\u00edfico para receber atendimento, refor\u00e7ando que as empresas precisam de uma estrat\u00e9gia multicanal.<\/p><p>Entretanto, havia algumas pequenas diferen\u00e7as entre as gera\u00e7\u00f5es. Por exemplo, \u00e9 mais prov\u00e1vel que os consumidores mais jovens prefiram usar chatbots com IA.<\/p><p class=\"mb-0\"><b>Os boomers s\u00e3o os mais propensos a preferir usar uma central de atendimento para atendimento<\/b> (28%), e menos de 2% dos boomers querem usar outros aplicativos de mensagens. \u00c9 muito mais prov\u00e1vel que a Gera\u00e7\u00e3o Z queira conversar com o atendimento ao cliente em canais como o WhatsApp e o Messenger.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section hub-altblock section-hub-py bg-light-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                <div class=\"col-md-9 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">O que os consumidores est\u00e3o tentando alcan\u00e7ar quando entram em contato com o atendimento?<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p class=\"mb-0\">Nossa pesquisa pediu que as pessoas selecionassem uma lista de cen\u00e1rios t\u00edpicos envolvendo atendimento ao cliente. Os entrevistados escolheram todas as tarefas que provavelmente gostariam de realizar durante essas intera\u00e7\u00f5es. O atendimento t\u00e9cnico e a consultoria confi\u00e1vel estavam entre as quatro principais op\u00e7\u00f5es, mas os consumidores tamb\u00e9m querem realizar o b\u00e1sico, como obter atualiza\u00e7\u00f5es sobre pedidos e facilitar devolu\u00e7\u00f5es e trocas.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                    \n\r\n    \r\n        <div class=\"row cards gy-6 gy-md-7 gy-lg-9 gx-lg-5 \">\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card h-100 bg-transparent d-flex flex-column card-no-paddings\">\r\n                                                    <div class=\"card-body d-flex flex-column gap-3 gap-md-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/plugs.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h6\"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    44% das pessoas recorrem regularmente ao atendimento t\u00e9cnico, que foi a op\u00e7\u00e3o mais popular.                                <\/div>\r\n                                                                                <\/div>\r\n                                                                    <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card h-100 bg-transparent d-flex flex-column card-no-paddings\">\r\n                                                    <div class=\"card-body d-flex flex-column gap-3 gap-md-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/label.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h6\"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    39% dos consumidores frequentemente entram em contato com o atendimento para fazer o rastreamento de pedidos.                                <\/div>\r\n                                                                                <\/div>\r\n                                                                    <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card h-100 bg-transparent d-flex flex-column card-no-paddings\">\r\n                                                    <div class=\"card-body d-flex flex-column gap-3 gap-md-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/badge-money-backward.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h6\"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    37% normalmente tem intera\u00e7\u00f5es de atendimento ao cliente que envolvem devolu\u00e7\u00f5es e trocas.                                <\/div>\r\n                                                                                <\/div>\r\n                                                                    <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card h-100 bg-transparent d-flex flex-column card-no-paddings\">\r\n                                                    <div class=\"card-body d-flex flex-column gap-3 gap-md-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/headset.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h6\"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    36% recorrem regularmente ao atendimento ao cliente para obter orienta\u00e7\u00f5es confi\u00e1veis.                                <\/div>\r\n                                                                                <\/div>\r\n                                                                    <\/div>\r\n                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Essas integra\u00e7\u00f5es incluem sistemas de emiss\u00e3o de t\u00edquetes e outros softwares de atendimento ao cliente.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section hub-altblock section-hub-py bg-primary-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2 text-center pb-4 pb-lg-0\">\r\n                                                    <img decoding=\"async\"  width=\"648\" height=\"456.5\" class=\"img-fluid\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SI-App-Voice-Statistics-01-1.png\" alt=\"Image for Tecnologia de atendimento de voz integrada\">\r\n                                            <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pe-1 pe-md-6 pe-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">Tecnologia de atendimento de voz integrada<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>Muitos consumidores querem ser atendidos por telefone. Entretanto, uma abordagem integrada que inclua o envio de mensagens de texto pode aumentar a satisfa\u00e7\u00e3o do cliente.<\/p><p>Por exemplo, nos hor\u00e1rios de pico, as empresas podem oferecer um n\u00famero de SMS para que as pessoas pe\u00e7am um retorno quando houver um agente dispon\u00edvel. Isso significa que n\u00e3o h\u00e1 espera.<\/p><p>Com a tecnologia avan\u00e7ada do <a href=\"https:\/\/sinch.com\/blog\/sip-trunking\/\" target=\"_blank\" rel=\"noopener noreferrer\" style=\"\">Elastic SIP Trunking<\/a>, a integra\u00e7\u00e3o de SMS com atendimento de voz se torna simples. Al\u00e9m de proporcionar uma experi\u00eancia perfeita em ambos os canais, o Elastic SIP Trunking tamb\u00e9m ajuda a liberar os agentes e reduz a frustra\u00e7\u00e3o do cliente.<\/p><p class=\"\">E essa n\u00e3o \u00e9 a \u00fanica maneira pela qual o atendimento por voz pode se tornar mais eficiente e, ao mesmo tempo, melhorar a experi\u00eancia do cliente. Quando projetados intencionalmente, os recursos <a href=\"https:\/\/sinch.com\/pt\/voice\/chamada-de-voz\/\" target=\"_blank\" rel=\"noopener noreferrer\">da API de voz<\/a> program\u00e1vel, como a resposta interativa por voz (IVR), ajudam a conectar os clientes com o agente certo mais rapidamente. Isso tamb\u00e9m significa que eles n\u00e3o precisar\u00e3o repetir a explica\u00e7\u00e3o de seus problemas.<span style=\"font-family: -apple-system, BlinkMacSystemFont, \" segoe=\"\" ui=\"\" roboto=\"\" oxygen-sans=\"\" ubuntu=\"\" cantarell=\"\" neue=\"\" sans-serif=\"\"><\/span><\/p><p class=\"mb-0\"><span segoe=\"\" ui=\"\" roboto=\"\" oxygen-sans=\"\" ubuntu=\"\" cantarell=\"\" neue=\"\" sans-serif=\"\" style=\"font-family: -apple-system, BlinkMacSystemFont, \">Voc\u00ea pode at\u00e9 mesmo <\/span><a segoe=\"\" ui=\"\" roboto=\"\" oxygen-sans=\"\" ubuntu=\"\" cantarell=\"\" neue=\"\" sans-serif=\"\" href=\"https:\/\/sinch.com\/blog\/enhance-customer-experiences-with-voice-ivr\/\" target=\"_blank\" rel=\"noopener noreferrer\" style=\"font-family: -apple-system, BlinkMacSystemFont, \">conectar a resposta interativa a uma ferramenta de transcri\u00e7\u00e3o<\/a><span segoe=\"\" ui=\"\" roboto=\"\" oxygen-sans=\"\" ubuntu=\"\" cantarell=\"\" neue=\"\" sans-serif=\"\" style=\"font-family: -apple-system, BlinkMacSystemFont, \"> para que as chamadas de atendimento possam ser facilmente analisadas para melhorar a experi\u00eancia do cliente.&nbsp;<\/span><\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section hub-altblock section-hub-my bg-body\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1\">\r\n                        \n\r\n    \r\n    \r\n    \r\n                    <div class=\"position-relative\">\r\n                <div id=\"highcharts_block_YmxvY2tfMWRiNWZjZjg4NTQxYzQ1ZjYwM2Y3NTI3MzU5OWRjMDM\"><\/div>\r\n            <\/div>\r\n        \r\n        <script>\r\n            (function() {\r\n                \/\/ Init chart\r\n                function chartInit_block_YmxvY2tfMWRiNWZjZjg4NTQxYzQ1ZjYwM2Y3NTI3MzU5OWRjMDM() {\r\n                    const chartID = \"highcharts_block_YmxvY2tfMWRiNWZjZjg4NTQxYzQ1ZjYwM2Y3NTI3MzU5OWRjMDM\";\r\n                    const chartContainer = document.getElementById(chartID);\r\n\r\n                    if (!chartContainer) return;\r\n\r\n                    \/\/ Check if chart already existns. 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ps-1 ps-md-6 ps-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">Os chatbots com IA podem manter os clientes satisfeitos?<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>O consumidor de hoje interage regularmente com chatbots com tecnologia de IA para obter ajuda, especialmente no in\u00edcio do atendimento. Mas \u00e9 isso que as pessoas querem?<\/p><p>Nossa pesquisa constatou que<b> 42% dos consumidores trabalhariam com IA treinada em documenta\u00e7\u00e3o de atendimento<\/b>. Entretanto, 26% das pessoas se sentiram inseguras e 32% n\u00e3o gostariam de interagir com a intelig\u00eancia artificial.<\/p><p>Apesar da hesita\u00e7\u00e3o de algumas pessoas, <a href=\"https:\/\/sinch.com\/blog\/ai-chatbots-in-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\" style=\"\">os chatbots com IA podem fazer muito<\/a> para criar clientes satisfeitos, especialmente em determinados grupos demogr\u00e1ficos\/gera\u00e7\u00f5es.<\/p><p class=\"mb-0\">Eles trabalham 24\/7 e respondem rapidamente. Quando treinados para dar respostas precisas em uma interface amig\u00e1vel, os chatbots com IA podem facilmente contribuir para a satisfa\u00e7\u00e3o do cliente. \u00c9 claro que tamb\u00e9m \u00e9 importante que esses bots entendam quando \u00e9 hora de transferir as pessoas para um agente ao vivo.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section hub-altblock section-hub-py bg-light-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2 text-center pb-4 pb-lg-0\">\r\n                                                    <img decoding=\"async\"  width=\"648\" height=\"532.5\" class=\"img-fluid\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SDCC-25-Chapter-5-Chart-5_v2-1.png\" alt=\"Image for Opini\u00f5es de gera\u00e7\u00f5es diferentes sobre IA e atendimento ao cliente\">\r\n                                            <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pe-1 pe-md-6 pe-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">Opini\u00f5es de gera\u00e7\u00f5es diferentes sobre IA e atendimento ao cliente<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>As diferentes vis\u00f5es entre as gera\u00e7\u00f5es com rela\u00e7\u00e3o \u00e0 intelig\u00eancia artificial e \u00e0s comunica\u00e7\u00f5es com os clientes s\u00e3o claras.<\/p><p>Quanto mais jovem for o consumidor, maior a probabilidade de ele se sentir \u00e0 vontade para usar a IA para obter atendimento ou respostas \u00e0s suas perguntas.<\/p><p><b>Quase 72% dos entrevistados da Gera\u00e7\u00e3o Z disseram que poderiam interagir com uma solu\u00e7\u00e3o de IA para atendimento<\/b>. Em compara\u00e7\u00e3o com apenas 20% dos baby boomers que se sentem confort\u00e1veis com a IA.  <\/p><p class=\"mb-0\">As outras gera\u00e7\u00f5es ficaram no meio termo, com 39% da Gera\u00e7\u00e3o X e 58% da gera\u00e7\u00e3o dos millennials dispostos a usar IA para comunica\u00e7\u00f5es de atendimento.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-my bg-body\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                                            <div class=\"d-flex flex-column gap-3 gap-lg-4\">\r\n\r\n                                                            <div>\r\n                                                                            <p class=\"text-uppercase section-caption\">Apresenta\u00e7\u00e3o de mensagens m\u00f3veis<\/p>\r\n                                    \r\n                                    <h3 class=\"h4 mb-0\">Deixando os clientes mais satisfeitos com RCS<\/h3>                                <\/div>\r\n                            \r\n                            <div class=\"content-body\"><p>Voc\u00ea j\u00e1 viu como os consumidores tendem a preferir a experi\u00eancia de mensagens mais rica do RCS para campanhas de carrinho abandonado, lembretes de agendamento e mensagens de verifica\u00e7\u00e3o de conta. Como o RCS pode ser usado para dar atendimento ao cliente? Aqui est\u00e3o apenas tr\u00eas das possibilidades:<\/p><p class=\"mb-0\"><b>1. Carross\u00e9is de imagens para exibir op\u00e7\u00f5es:<\/b> esse recurso pode ser usado para facilitar as trocas por texto.<br><b>2. Bot\u00f5es para respostas r\u00e1pidas:<\/b> pode ajudar os clientes a dar feedback ou a serem transferidos para um agente em tempo real.<br><b>3. 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Esse n\u00famero salta para cerca de 65% da Gera\u00e7\u00e3o Z e dos millennials.<\/p><p>Embora cerca de um quarto dos consumidores tenha indicado que n\u00e3o gostaria de receber respostas da IA, esse \u00e9 um dos casos de uso de atendimento mais populares.<\/p><p>No Cap\u00edtulo 1, informamos que <b>48% das empresas de varejo indicaram que j\u00e1 usam IA para enviar atualiza\u00e7\u00f5es de remessa e entrega em tempo real.<\/b><\/p><p class=\"mb-0\">Mesmo quando uma entrega est\u00e1 atrasada, o simples fato de saber seu status geralmente \u00e9 suficiente para manter os clientes satisfeitos.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section hub-altblock section-hub-py bg-light-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1\">\r\n                        \n\r\n    \r\n    \r\n    \r\n                    <div class=\"position-relative\">\r\n                <div id=\"highcharts_block_YmxvY2tfMmU2NWU3YTg3YjQwYzJjMzIzMzg3MzJjZGY3NDEwY2Q\"><\/div>\r\n            <\/div>\r\n        \r\n        <script>\r\n            (function() {\r\n                \/\/ Init chart\r\n                function chartInit_block_YmxvY2tfMmU2NWU3YTg3YjQwYzJjMzIzMzg3MzJjZGY3NDEwY2Q() {\r\n                    const chartID = \"highcharts_block_YmxvY2tfMmU2NWU3YTg3YjQwYzJjMzIzMzg3MzJjZGY3NDEwY2Q\";\r\n                    const chartContainer = document.getElementById(chartID);\r\n\r\n                    if (!chartContainer) return;\r\n\r\n                    \/\/ Check if chart already existns. 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Isso geralmente se aplica quando o assunto s\u00e3o finan\u00e7as pessoais. Os consumidores podem estar tentando tomar decis\u00f5es de investimento ou planejar a aposentadoria, por exemplo.<\/p><p>Nessas situa\u00e7\u00f5es, eles precisar\u00e3o falar com um especialista, como um consultor financeiro. Embora essa n\u00e3o seja considerada uma fun\u00e7\u00e3o t\u00edpica de atendimento ao cliente, esses consultores definitivamente trabalham para manter seus clientes satisfeitos.<\/p><p>Quando uma reuni\u00e3o presencial n\u00e3o \u00e9 poss\u00edvel, nossa pesquisa constatou que <b>41% dos entrevistados preferem ligar ou fazer uma chamada de v\u00eddeo<\/b> com um especialista em finan\u00e7as.<\/p><p class=\"mb-0\">Pouco menos de 20% escolheriam o email ou a comunica\u00e7\u00e3o por meio de um portal\/aplicativo do cliente. 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pe-1 pe-md-6 pe-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <p class=\"text-uppercase section-caption\">sa\u00fade satisfeita<\/p><h3 class=\"h3 mb-0\">Os pacientes querem dar feedback?<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>Avalia\u00e7\u00f5es e pesquisas p\u00f3s-compra s\u00e3o t\u00edpicas no varejo, e muitas conversas de atendimento ao cliente terminam pedindo feedback. Mas como as pessoas se sentem ao dar feedback sobre as experi\u00eancias de sa\u00fade?<\/p><p>Perguntar aos pacientes sobre a qualidade de seu atendimento ap\u00f3s uma consulta tornou-se comum, muitas vezes por meio de mensagens de texto ou por email.<\/p><p>Nossa pesquisa constatou que <b>44% dos entrevistados querem dar esse feedback \u00e0s empresas de sa\u00fade<\/b>. 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ps-1 ps-md-6 ps-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <p class=\"text-uppercase section-caption\">sa\u00fade satisfeita<\/p><h3 class=\"h3 mb-0\">Mais IA, menos espera para receber atendimento<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>A conveni\u00eancia da IA pode ser um fator que muda a opini\u00e3o dos c\u00e9ticos. No Cap\u00edtulo 2, dissemos que 40% dos consumidores n\u00e3o gostariam de interagir com um chatbot com IA de uma marca de assist\u00eancia m\u00e9dica.<\/p><p>Em geral, essas pessoas n\u00e3o confiavam na precis\u00e3o, preocupavam-se com a privacidade e achavam que o chatbot era muito impessoal. No entanto, quando perguntamos como eles se sentiriam se a intera\u00e7\u00e3o com a IA os ajudasse a receber atendimento em menos tempo, as coisas mudaram.<\/p><p class=\"mb-0\"><b>41% dos pesquisados estariam dispostos a descrever os sintomas para uma solu\u00e7\u00e3o com tecnologia de IA<\/b> se isso significasse acelerar o processo. Isso pode significar agilizar uma situa\u00e7\u00e3o urgente ou simplesmente passar por question\u00e1rios de rotina sobre sa\u00fade com IA.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-my\">\r\n        <div class=\"container\">\r\n            <div class=\"hub-banner px-3 py-7 p-md-9 justify-content-lg-center rounded-lg bg-primary-subtle\">\r\n\r\n                <div class=\"row align-items-center justify-content-center py-lg-3 \">\r\n\r\n                                            <div class=\"col-md-6 col-lg-7 mt-5 mt-md-0 order-2 order-md-2\">\r\n                            \n\r\n\t                    <div class=\"iframe-responsive-container lazy-video rounded-lg overflow-hidden  \">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=KfgsXLfUvI4\" class=\"lazy-video-link\" data-lazy-video=\"KfgsXLfUvI4\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-language=\"pt\" data-thumb=\"https:\/\/img.youtube.com\/vi\/KfgsXLfUvI4\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/KfgsXLfUvI4\/maxresdefault.jpg\" alt=\"Reducing patient wait times with an AI voice bot\">\r\n                <\/a>\r\n            <\/div>\r\n\r\n            \r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=KfgsXLfUvI4#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/KfgsXLfUvI4\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/KfgsXLfUvI4\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=KfgsXLfUvI4\",\n    \"name\": \"Reducing patient wait times with an AI voice bot\",\n    \"description\": \"Discover how Moet Ik Naar De Dokter (MINDD), a Dutch medical technology company, is improving patient experiences with conversational AI. \\n\\nTogether with Sinch, they developed an advanced voice chatbot that effectively triages patient calls, ensuring urgent cases receive immediate attention. \\n\\nThe voice bot then poses a series of questions, created by medical professionals, to triage callers based on symptom severity. 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Should a patient urgently need help and request it, the AI voice assistant immediately shifts them from the standard triage process to an accelerated lane for assistance. \\n\\n\\nRead the full story: https:\/\/www.sinch.com\/insights\/customer-stories\/how-mindd-built-ai-enabled-voice-chatbot-safely-triage-patients\/\\n\\n\\n#VoiceAI #VoiceBot #AI\",\n    \"uploadDate\": \"2024-06-12T12:40:03+00:00\",\n    \"duration\": \"PT3M38S\"\n}        <\/script>\r\n        \r\n\t\r\n\n\r\n                        <\/div>\r\n                    \r\n                    <div class=\"col-md-6 col-lg-5 order-1 order-md-1 pe-1 pe-md-6 pe-lg-7\">\r\n                                                    <p class=\"text-uppercase section-caption\">Case do cliente<\/p>\r\n                        \r\n                        <h2 class=\"h5 mb-3 mb-lg-4\">Aumentando a satisfa\u00e7\u00e3o no setor de sa\u00fade com um bot de voz com IA<\/h2>\r\n\r\n                        <p>As conclus\u00f5es da pesquisa com empres\u00e1rios mostram que <b>63% das empresas planejam adotar bots de voz com IA em 2025<\/b>. Isso inclui 65% dos entrevistados do setor de sa\u00fade.  <\/p><p>Veja por si mesmo o quanto um bot de voz com IA pode transformar a experi\u00eancia do cliente.  <\/p><p class=\"mb-0\">Neste case do cliente da Sinch, voc\u00ea descobrir\u00e1 como a MINDD criou uma solu\u00e7\u00e3o que ajuda a fazer a triagem de pacientes e reduz drasticamente o tempo necess\u00e1rio para consultar um m\u00e9dico.<\/p>                        \r\n                    <\/div>\r\n                <\/div>\r\n\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section hub-altblock section-hub-py bg-sand-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                <div class=\"col-md-9 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">Experi\u00eancias mais satisfat\u00f3rias para os clientes por meio de atendimento 5 estrelas<\/h3>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                    \n\r\n    \r\n        <div class=\"row cards gy-6 gy-md-7 gy-lg-9 gx-lg-5 \">\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-4\">\r\n                                        <div class=\"card h-100 bg-transparent d-flex flex-column card-no-paddings\">\r\n                                                    <div class=\"card-body d-flex flex-column gap-3 gap-md-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/ai.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h6\"\r\n                                                                >\r\n                                Atendimento inteligente                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    As solu\u00e7\u00f5es de IA da Sinch incluem bots de voz e chatbots f\u00e1ceis de criar.<br \/>\r\n<br \/>\r\nUse essas ferramentas de ponta para automatizar e transformar a experi\u00eancia de atendimento ao cliente.<br \/>\r\n<br \/>\r\nOfere\u00e7a atendimento 24\/7 em v\u00e1rios canais de mensagens e em v\u00e1rios idiomas. Integra\u00e7\u00e3o do ChatGPT inclu\u00edda.                                <\/div>\r\n                                                                                <\/div>\r\n                                                                            <div class=\"text-start\">\r\n                                                                    <a href=\"https:\/\/sinch.com\/pt\/products\/chatlayer\/\" class=\"btn-arrow fs-sm \" title=\"Atendimento inteligente\" target=\"_blank\">Come\u00e7ar<\/a>\r\n                                                            <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-4\">\r\n                                        <div class=\"card h-100 bg-transparent d-flex flex-column card-no-paddings\">\r\n                                                    <div class=\"card-body d-flex flex-column gap-3 gap-md-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/headset.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h6\"\r\n                                                                >\r\n                                Contact Center                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    Fornecer atendimento cont\u00ednuo ao cliente em todos os canais de comunica\u00e7\u00e3o.<br \/>\r\n<br \/>\r\nIntegre facilmente o Contact Center da Sinch com os principais CRMs e reduza os custos operacionais.<br \/>\r\n<br \/>\r\nAmplie o atendimento ao cliente com uma solu\u00e7\u00e3o baseada na nuvem que d\u00e1 aos seus agentes tudo o que eles precisam para manter os clientes satisfeitos.                                <\/div>\r\n                                                                                <\/div>\r\n                                                                            <div class=\"text-start\">\r\n                                                                    <a href=\"https:\/\/sinch.com\/pt\/products\/contato-pro\/\" class=\"btn-arrow fs-sm \" title=\"Contact Center\" target=\"_blank\">Come\u00e7ar<\/a>\r\n                                                            <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-4\">\r\n                                        <div class=\"card h-100 bg-transparent d-flex flex-column card-no-paddings\">\r\n                                                    <div class=\"card-body d-flex flex-column gap-3 gap-md-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/microphone-sound.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h6\"\r\n                                                                >\r\n                                Servi\u00e7os de voz                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    As pessoas ainda pegam seus telefones quando precisam de atendimento.<br \/>\r\n<br \/>\r\nAs solu\u00e7\u00f5es de voz da Sinch incluem Elastic SIP Trunking, n\u00fameros gratuitos e uma API de voz program\u00e1vel.<br \/>\r\n<br \/>\r\nConfie em nossa Super Rede de Tier 1 com 94% cobertura nacional. Consiga uma qualidade de chamada inigual\u00e1vel com uma \u00fanica conex\u00e3o.                                <\/div>\r\n                                                                                <\/div>\r\n                                                                            <div class=\"text-start\">\r\n                                                                    <a href=\"https:\/\/sinch.com\/voice\/voice-services\/\" class=\"btn-arrow fs-sm \" title=\"Servi\u00e7os de voz\" target=\"_blank\">Come\u00e7ar<\/a>\r\n                                                            <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n                    <\/div>\r\n\n\r\n                <\/div>\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n","protected":false},"featured_media":159510,"template":"","meta":{"_acf_changed":true},"class_list":["post-161389","scc-chapter","type-scc-chapter","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Deixe seus clientes satisfeitos com o seu atendimento - Sinch<\/title>\n<meta name=\"description\" content=\"Toda empresa quer clientes satisfeitos. 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