They want to be heard and get answers to their problems. In this sense, SAC 3.0 emerges as a solution. And, considering the importance of this means of communication, we have gathered the main information on the subject below.
Do you want to know what SAC 3.0 is, how important it is for customers, what tools are needed to execute a good process and the best practices in the market? Keep reading!
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What is SAC 3.0?
In short, it is a technology that offers resources for companies to better understand their customers, study their needs and, based on consistent information collected from the system, offer solutions aligned with market expectations. But, after all, what is SAC 3.0?
The numbering doesn't matter to the most relevant person in this communication process: the consumer. For them, it doesn't matter if it's SAC 3.0, 1.0 or even 2.0. The concepts are only of interest to companies, which, in order to offer a better experience to their consumers, need to understand the technique in its entirety.
To help you understand the subject a little better, we explain the differences between each version below. Follow along!
SAC 2.0 and 3.0
System 2.0 focused on customer service in a way that made customers passive and interacted only through the company's own channels. System 3.0 works with an active consumer, who demands high-quality service.
SAC 3.0 focuses not only on customer service through the channels vp manufacturing production email lists provided by the company itself, but also on the complete user experience. In other words, it is through this channel that new channels, in addition to the internal chats on institutional websites, are used to improve contact between the company and the customer.
Still on the subject of 3.0, it is important to understand that, regardless of the sector in which an organization operates, it is necessary to study the market in order to deliver personalized, customized and automated service.
Why is SAC important for customers?
Today's consumers have greater power of communication and the ability to complain freely, for anyone to hear — even those who could buy from your company. In this sense, SAC emerges as a solution for the company to:
retain customers already acquired;
do not harm the process of acquiring new consumers;
prevent negative virality on social media;
maintain dialogue with the customer and do not make it public;
offer a positive experience, generating good word of mouth;
increase the likelihood of new purchases by the same person;
enhance the generation of brand evangelists;
offer powerful after-sales service;
differentiate the product (or service) with good service, etc.
With so many benefits, the importance of customer service is proven. After all, offering good customer service, as seen in the list, can help create new business and even avoid a possible stain on the brand's branding .
However, along with the benefits, there are prerequisites for offering an excellent experience. One of these concerns the tools.
What tools are needed?
When 78% of companies state that measuring the impact of SAC takes up a large part of their time, we realize the need to implement automated tools so that the process happens without causing harm to the organization.
Some alternatives, such as social networks, can be solutions. In general, such channels deliver service reports and automate the process. Mark Zuckerberg's network, for example, now brings together interactions with Instagram on a single platform, optimizing the process.
However, when the company works with multiple channels (generally those that have a B2C — business to customer — audience and offer products or services to the end consumer), tools like Neoassist are good alternatives.
In this system, all customer service information is gathered in a single system, from telephone to social media. However, there are several other tools that can optimize your company's customer service process. Some of them are:
Hootsuite ;
Zendesk ;
Intercom .
To develop a SAC 3.0, analyze the channels that your audience uses most — especially for complaints or even mentions of companies — and study which of the recommended tools can help.
Without a doubt, each company has a different customer service, after all, no two audiences are the same. And all of this needs to be taken into consideration to promote a better experience.
What are the best practices?
With the tools in hand, it is important to stay alert to what is happening and what is working. With this in mind, we have gathered some of the best practices in the customer service market. Check it out!
Consumer behavior study
With technology, organizations can collect a wide variety of user data. This data needs to be transformed into information that can be used to benefit consumers. Therefore, companies need to:
cross-reference as much relevant information as possible;
study the collected data;
trace profile patterns;
gather the characteristics of each pattern;
develop marketing strategies aligned with these studies.
This entire process shows how important it is to pay attention to your consumer's behavior. And, with the data collected, it is no longer essential to make large investments in research to design and execute an aligned marketing strategy.
Promotion of feedback
No one understands the quality of the service or product offered more than its own customers. It is not the executive who is in the air-conditioned room without any daily contact with the salespeople or the sales team who has arguments for all the objections that may arise during a negotiation process.
