{"id":18337,"date":"2021-11-11T11:44:39","date_gmt":"2021-11-11T14:44:39","guid":{"rendered":"https:\/\/www.topdesk.com\/pt\/?p=18337"},"modified":"2025-03-31T10:03:00","modified_gmt":"2025-03-31T13:03:00","slug":"customer-experience-no-service-desk","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/pt\/blog\/customer-experience-no-service-desk\/","title":{"rendered":"Customer Experience no service desk: como garantir a satisfa\u00e7\u00e3o do cliente no atendimento"},"content":{"rendered":"<p><strong>Experi\u00eancia do cliente ou Customer Experience (CX) abrange tudo o que influencia ou interfere a percep\u00e7\u00e3o e os sentimentos de um cliente sobre uma empresa \u2014 produtos, servi\u00e7os, informa\u00e7\u00f5es, processos, pessoas, cultura, experi\u00eancias em pontos de contato com a marca, canais de comunica\u00e7\u00e3o e <a href=\"https:\/\/www.topdesk.com\/pt\/blog\/topdesk-organiza-tecnologia-e-facilita-integracoes-de-api-na-vialaser\/\">uso de tecnologia<\/a>, por exemplo.<\/strong><\/p>\n<p><strong>CX \u00e9 associado ao relacionamento entre uma empresa e seus clientes, o que tamb\u00e9m inclui intera\u00e7\u00f5es como visitas em PDVs, acesso a apps, chats, f\u00f3runs de suporte e com sistemas da marca, mesmo que elas sejam passageiras e n\u00e3o resultem em convers\u00f5es, e sob qualquer forma de contato, seja feito por meio do service desk, mesmo que em uma campanha publicit\u00e1ria em m\u00eddias sociais.<\/strong><\/p>\n<h2>Quais as vantagens de elevar a percep\u00e7\u00e3o do cliente na experi\u00eancia de atendimento?<\/h2>\n<p>O atendimento ao cliente no service desk deve seguir as mudan\u00e7as no <a href=\"https:\/\/www.topdesk.com\/pt\/blog\/suporte-de-service-desk-e-experiencia-do-usuario\/\">comportamento do consumidor<\/a> pois, com o advento da digitaliza\u00e7\u00e3o, a forma como nos comunicamos e interagimos mudou irreversivelmente.<\/p>\n<p>Nessa mudan\u00e7a, a ado\u00e7\u00e3o de tecnologia tornou-se um ponto-chave para uma <a href=\"https:\/\/www.topdesk.com\/pt\/ferramenta-de-itsm\/\">gest\u00e3o de TI<\/a> adequada e a eleva\u00e7\u00e3o de requisitos para aumentar a percep\u00e7\u00e3o de qualidade de experi\u00eancia do consumidor: customiza\u00e7\u00e3o, acessibilidade, usabilidade, <a href=\"https:\/\/www.topdesk.com\/pt\/blog\/itsm\/seguranca\/4-dicas-para-colocar-a-lgpd-em-pratica-no-setor-de-ti\/\">seguran\u00e7a<\/a>, <a href=\"https:\/\/www.topdesk.com\/pt\/blog\/itsm\/automacao\/tenha-mais-autonomia-com-automacao-no-service-desk\/\">automa\u00e7\u00e3o<\/a> e efic\u00e1cia na resolu\u00e7\u00e3o de problemas.<\/p>\n<p>Com um atendimento e suporte eficientes, a empresa tem altos n\u00edveis de satisfa\u00e7\u00e3o, garante produtividade e <a href=\"https:\/\/www.topdesk.com\/pt\/blog\/como-reduzir-custos-na-ti-com-solucao-de-service-desk\/\">redu\u00e7\u00e3o de custos<\/a>.<\/p>\n<h3>Veja como o uso de tecnologia no service desk pode influenciar positivamente a percep\u00e7\u00e3o de seus clientes:<\/h3>\n<ul>\n<li>Os problemas s\u00e3o resolvidos rapidamente com tempos de resposta diferenciados e altos n\u00edveis de <a href=\"https:\/\/www.topdesk.com\/pt\/recursos\/gestao-de-contratos\/\">SLAs<\/a>;<\/li>\n<li>M\u00e9tricas alimentadas por <a href=\"https:\/\/www.topdesk.com\/pt\/blog\/como-utilizar-relatorios-na-gestao-do-service-desk\/\">dados precisos<\/a> auxiliam o monitoramento dos resultados;<\/li>\n<li>Os clientes t\u00eam experi\u00eancias positivas em qualquer ponto de contato e se tornam verdadeiros defensores da marca;<\/li>\n<li>A tecnologia favorece o <a href=\"https:\/\/www.topdesk.com\/pt\/recursos\/omnichannel-support\/\">atendimento multicanal<\/a> e a comodidade da comunica\u00e7\u00e3o, em qualquer momento e no ponto de contato mais oportuno para garantir a satisfa\u00e7\u00e3o do cliente;<\/li>\n<li>Com maior satisfa\u00e7\u00e3o no atendimento, a sua empresa tem mais chances de reter e fidelizar os clientes;<\/li>\n<li>Clientes fi\u00e9is tendem a se <a href=\"https:\/\/www.topdesk.com\/pt\/blog\/itsm\/por-que-clientes-preferem-a-topdesk-em-solucoes-de-itsm\/\">tornar defensores da marca<\/a> e potenciais propulsores de uma campanha de indica\u00e7\u00e3o, por exemplo. Al\u00e9m disso, dificilmente s\u00e3o influenciados por promo\u00e7\u00f5es ou<\/li>\n<li>Ofertas da concorr\u00eancia. Logo, o CX tamb\u00e9m aumenta a competitividade da empresa.<\/li>\n<\/ul>\n<h2>O que fazer para ter um service desk que priorize a customer experience?<\/h2>\n<h3>Veja abaixo algumas dicas para melhorar a experi\u00eancia do cliente no service desk:<\/h3>\n<ul>\n<li>Siga as orienta\u00e7\u00f5es de frameworks mundialmente reconhecidos, <a href=\"https:\/\/www.topdesk.com\/pt\/blog\/gerenciamento-de-problemas-entenda-a-importancia-da-itil\/\">como o ITIL<\/a>;<\/li>\n<li>Construa uma <a href=\"https:\/\/www.topdesk.com\/pt\/blog\/help-desk-kpis\/\">base de conhecimento<\/a> para que os clientes tenham a possibilidade de efetivar um autoatendimento, sem necessidade de acionar o time de service desk;<\/li>\n<li>Saiba como categorizar e priorizar tickets urgentes;<\/li>\n<li><a href=\"https:\/\/www.topdesk.com\/pt\/blog\/dicas-praticas-para-garantir-mais-autonomia-com-automacao-do-service-desk\/\">Automatize<\/a> o processo de atendimento e tarefas potencialmente repetitivas;<\/li>\n<li>Comunique aos usu\u00e1rios todas as etapas de a\u00e7\u00e3o, sejam corretivas ou preditivas;<\/li>\n<li>Elimine problemas recorrentes;<\/li>\n<li>Analise os dados da ferramenta de gest\u00e3o de incidentes;<\/li>\n<li>Fa\u00e7a a coleta de feedback dos clientes ap\u00f3s a resolu\u00e7\u00e3o do problema;<\/li>\n<li>Repita continuamente as etapas.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>Embora a tecnologia esteja em constante mudan\u00e7a, tamb\u00e9m \u00e9 importante ter uma equipe experiente para reduzir o tempo de resolu\u00e7\u00e3o e o volume de t\u00edquetes.<\/p>\n<p>O <a href=\"https:\/\/www.topdesk.com\/pt\/e-books\/como-capacitar-sua-equipe-de-atendimento\/\">treinamento do time de service desk<\/a> \u00e9 um componente chave do ponto de vista t\u00e9cnico e de habilidades sociais, mas essa capacidade de atendimento tamb\u00e9m abrange qualidade na comunica\u00e7\u00e3o e na constru\u00e7\u00e3o de um relacionamento transparente e harmonioso com o cliente.<\/p>\n<h2>Confira o material completo sobre Customer Experience no Service Desk<\/h2>\n<p>Aproveite que voc\u00ea j\u00e1 conhece a import\u00e2ncia da <a href=\"https:\/\/www.topdesk.com\/pt\/e-books\/experiencia-do-cliente-no-service-desk\/\">Customer Experience no service desk<\/a> e <a href=\"https:\/\/www.topdesk.com\/pt\/e-books\/experiencia-do-cliente-no-service-desk\/\">baixe gratuitamente o nosso e-book<\/a> sobre o assunto com dicas exclusivas sobre o comportamento de diferentes clientes e como oferecer a melhor experi\u00eancia de atendimento para eles.<\/p>\n<img decoding=\"async\" src=\"https:\/\/portaltopdesk.com.br\/wp-content\/uploads\/2021\/10\/Imagens-Husbpot-768x401.png\" alt=\"\" \/>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Experi\u00eancia do cliente ou Customer Experience (CX) abrange tudo o que influencia ou interfere a percep\u00e7\u00e3o e os sentimentos de um cliente sobre uma empresa \u2014 produtos, servi\u00e7os, informa\u00e7\u00f5es, processos, pessoas, cultura, experi\u00eancias em pontos de contato com a marca, canais de comunica\u00e7\u00e3o e uso de tecnologia, por exemplo. CX \u00e9 associado ao relacionamento entre<\/p>\n","protected":false},"author":379,"featured_media":23838,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-18337","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer Experience no service desk: estrat\u00e9gias eficazes<\/title>\n<meta name=\"description\" content=\"Compreenda melhor a import\u00e2ncia da eleva\u00e7\u00e3o da percep\u00e7\u00e3o do cliente quanto ao atendimento da empresa.\" \/>\n<meta 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