{"id":1751,"date":"2023-05-09T17:24:49","date_gmt":"2023-05-09T17:24:49","guid":{"rendered":"https:\/\/www.evopayments.mx\/blog\/?p=1751"},"modified":"2023-05-09T17:24:50","modified_gmt":"2023-05-09T17:24:50","slug":"5-diferencias-entre-customer-experience-y-customer-service","status":"publish","type":"post","link":"https:\/\/www.evopayments.mx\/blog\/5-diferencias-entre-customer-experience-y-customer-service\/","title":{"rendered":"5 diferencias entre customer experience y customer service"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">La <strong>experiencia del cliente<\/strong> o <em>customer experience<\/em> hace referencia a la<strong> interacci\u00f3n entre las personas y los negocios<\/strong> antes, durante y despu\u00e9s de una compra. Esta interacci\u00f3n se lleva a cabo a trav\u00e9s de <a href=\"http:\/\/www.evopayments.mx\/blog\/8-consejos-para-hacer-publicidad-en-internet\/\">campa\u00f1as publicitarias<\/a>, comunicaci\u00f3n en redes sociales, contacto en un local, soporte o servicio posventa, etc. Por otro lado, el<strong> servicio al cliente <\/strong>o<strong> <\/strong><em>customer service<\/em> es la asistencia que se le brinda a las personas para <strong>resolver alg\u00fan problema<\/strong>.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En este art\u00edculo, te presentamos cinco aspectos que diferencian estos conceptos y que te ayudar\u00e1n a utilizarlos en tu negocio.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>1. Enfoque<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Aunque el objetivo tanto del <strong>customer experience <\/strong>como del<strong> customer service <\/strong>es ofrecer una excelente <a href=\"http:\/\/www.evopayments.mx\/blog\/como-lograr-un-buen-servicio-al-cliente\/\">atenci\u00f3n al cliente<\/a>, sus enfoques son diferentes. El primero suele ser<strong> proactivo<\/strong>, es decir, busca anticiparse a las expectativas de los clientes, mientras el <strong>customer service<\/strong> es<strong> <\/strong>reactivo, ya que las personas son las que buscan acercarse al negocio ante alg\u00fan inconveniente, por ejemplo, cuando no pueden agregar productos al carrito de compras o se rechaza su pago. Un ejemplo de buscar ofrecer una mejor experiencia a los clientes es dise\u00f1ar una <strong>estrategia omnicanal <\/strong>que permita ventas presenciales, en sitio web y por redes sociales, de modo que las personas puedan elegir c\u00f3mo comprar. Para lograrlo, es necesario contar con la tecnolog\u00eda necesaria para <strong>procesar pagos en distintos canales<\/strong>. Un aliado como <a href=\"https:\/\/evopayments.mx\/\">Evo Payments<\/a> puede ayudarte a ofrecer a tus clientes distintas opciones de pago que se adaptan a sus preferencias.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>2. Tipo de relaci\u00f3n\u00a0<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A trav\u00e9s del <strong>customer service <\/strong>no se crean v\u00ednculos con los clientes, sino <strong>interacciones espec\u00edficas<\/strong>, por ejemplo, cuando se presenta una <a href=\"http:\/\/www.evopayments.mx\/blog\/claves-para-manejar-las-quejas-en-tu-negocio\/\">queja<\/a> porque se retras\u00f3 un pedido. Con el <strong>customer experience<\/strong>, en cambio, se busca crear <strong>relaciones duraderas<\/strong> a trav\u00e9s de distintos medios, por ejemplo, al enviar un newsletter mensual con <strong>consejos y promociones<\/strong>.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>3. Tiempo de respuesta\u00a0<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Una de las particularidades del <strong>servicio al cliente <\/strong>es su<strong> inmediatez<\/strong>, ya que si no se atienden las quejas, sugerencias o problemas lo m\u00e1s r\u00e1pido posible, es posible que<strong> no se concrete la venta<\/strong> o se reduzca la posibilidad de ventas posteriores. Por otro lado, la<strong> experiencia del cliente <\/strong>es un camino que requiere de m\u00e1s tiempo para atraer la atenci\u00f3n de la gente, <a href=\"http:\/\/www.evopayments.mx\/blog\/como-ganar-y-conservar-la-confianza-de-tus-clientes\/\">ganar y conservar su confianza<\/a>.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>4. Automatizaci\u00f3n<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Aunque ambos pueden ser automatizados, es m\u00e1s probable que el <strong>customer service<\/strong> se lleve a cabo de persona a persona, porque los clientes suelen buscar una <strong>atenci\u00f3n personalizada <\/strong>ante cualquier imprevisto, en vez de comunicarse, por ejemplo, con un <em>chatbot<\/em>. En cambio, la <strong>experiencia del cliente<\/strong> se centra en transmitir la esencia del negocio a todas las personas que desean adquirir sus productos o servicios de forma m\u00e1s general.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>5. Retroalimentaci\u00f3n\u00a0<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">El<strong> servicio al cliente<\/strong> facilita la detecci\u00f3n de los<strong> puntos d\u00e9biles del negocio <\/strong>al momento en el que las personas reportan un inconveniente puntual. Sin embargo, no en todas las etapas del <strong>customer experience <\/strong>se puede documentar la <strong>retroalimentaci\u00f3n de los clientes<\/strong>. Para ello, ser\u00eda necesario realizar <a href=\"http:\/\/www.evopayments.mx\/blog\/elaborar-una-encuesta-de-satisfaccion\/\">encuestas de satisfacci\u00f3n<\/a>.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">FUENTES:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.medallia.com\/latam\/blog\/\">https:\/\/www.medallia.com\/latam\/blog\/<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.questionpro.com\/blog\/\">https:\/\/www.questionpro.com\/blog\/<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.salesforce.com\/mx\/blog\/\">https:\/\/www.salesforce.com\/mx\/blog\/<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/icorp.com.mx\/blog\/\">https:\/\/icorp.com.mx\/blog\/<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>La experiencia del cliente o customer experience hace referencia a la interacci\u00f3n entre las personas y los negocios antes, durante y despu\u00e9s de una compra. Esta interacci\u00f3n se lleva a cabo a trav\u00e9s de campa\u00f1as publicitarias, comunicaci\u00f3n en redes sociales, contacto en un local, soporte o servicio posventa, etc. Por otro lado, el servicio al [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":1752,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[32],"tags":[1578,1060,1329,1150,1591,897,1593,1592,72,495,1594,1080,1163],"class_list":["post-1751","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crece-tu-negocio","tag-aceptar-pagos-con-tarjeta","tag-atencion-al-cliente-2","tag-campanas-publicitarias","tag-crece-tu-negocio","tag-customer-service","tag-ecommerce","tag-experiencia-de-compra","tag-experiencia-del-cliente","tag-marketing-digital","tag-pago-con-tarjeta","tag-recorrido-del-cliente","tag-servicio-al-cliente","tag-tienda-en-linea-2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - 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