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src="http://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Feed_logo.png" alt="" class="LogotypeRowstyle__Logo-sc-p9wc1w-7 dfYLfN"/></div></div><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 erblZw">Feed. ofrece soporte proactivo y genera ingresos con Zendesk </h1><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Descubre cómo el equipo de soporte de Feed. utiliza Zendesk Chat para convertir 180.000 € en ingresos, y Zendesk Support, Guide y Talk para aumentar la satisfacción del cliente en un 25 % en todos los canales</p><div class="SocialBlockstyle__SocialBlockRoot-sc-1ebt7cj-7 fDqkXl sc-6db8ece-6 flqbqi"><ul class="SocialBlockstyle__ListWrapper-sc-1ebt7cj-8 hAhnRj"><li class="SocialBlockstyle__ListItem-sc-1ebt7cj-9 bvObyx"><a target="_blank" href="https://twitter.com/intent/tweet?url=https://zdsk.co/33qCulY&text=Feed." class="SocialBlockstyle__Link-sc-1ebt7cj-10 kuXMXJ"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" 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14.929h-2.274c0-.805-.071-1.581-.213-2.328s-.355-1.466-.64-2.159a10.793 10.793 0 0 0-1.066-1.981c-.426-.64-.924-1.25-1.492-1.83s-1.173-1.09-1.812-1.528c-.628-.426-1.288-.784-1.981-1.075s-1.419-.506-2.176-.648a12.524 12.524 0 0 0-2.345-.213V.999c.971 0 1.907.089 2.807.266.888.178 1.744.441 2.567.791s1.614.785 2.372 1.306a13.808 13.808 0 0 1 2.15 1.795 15.008 15.008 0 0 1 1.794 2.15c.509.758.936 1.546 1.279 2.363s.598 1.67.764 2.559c.178.888.266 1.812.266 2.771v-.071z"></path></svg></a></li></ul></div><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"></div></div><div class="StyledCol-sc-inuw62-0 hvvzZh Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="Feed." src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="Feed." loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="http://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Feed6.jpg"/></noscript></span></span></div></div></div></div></div></section></div><section class="Basestyle__BaseRoot-sc-3zktjg-1 bJotli"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 sc-6db8ece-7 bEEqbX efwOpC" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 iSVgEk Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="Quotestyle__QuoteRoot-sc-rczw5k-0 bSUcvB sc-6db8ece-3 fNNJzm"><blockquote class="Textstyle__TextRoot-sc-c9um69-0 jtzLSQ">“Zendesk es una herramienta poderosa que ayuda a Feed. a tratar a sus clientes como reyes. Nos permite comunicarnos directamente con ellos y usar sus comentarios y opiniones para mejorar el servicio, el soporte y los productos”.</blockquote><cite class="Quotestyle__QuoteCite-sc-rczw5k-6 fAzQtZ"><p class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI Quotestyle__QuoteSubHeading-sc-rczw5k-2 bDOUKT">Aurore Galland</p><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD">Gerente de satisfacción con el servicio de atención al cliente - Feed.</p></cite><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 Quotestyle__QuoteStatsRow-sc-rczw5k-4 bEEqbX bNLckv" data-garden-id="grid.row" data-garden-version="8.76.2"></div></div></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 hPNIKC sc-6db8ece-4 bRPUWo"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div color="popeye" class="Statstyle__StatRoot-sc-17s8ggd-0 kLoMYp"><p class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR stat-figure">2018</p><p class="stat-text">Cliente desde</p></div></div><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div color="popeye" class="Statstyle__StatRoot-sc-17s8ggd-0 kLoMYp"><p class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR stat-figure">€180,000</p><p class="stat-text">Conversiones de ventas con Chat</p></div></div><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div color="popeye" class="Statstyle__StatRoot-sc-17s8ggd-0 kLoMYp"><p class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR stat-figure">94%</p><p class="stat-text">Media de CSAT en todos los canales</p></div></div><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div color="popeye" class="Statstyle__StatRoot-sc-17s8ggd-0 kLoMYp"><p class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR stat-figure">25%</p><p class="stat-text">Mejora de la satisfacción del cliente</p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 hPNIKC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 ehCbSI Gridstyle__Col-sc-1uhmtis-2 sc-6db8ece-5 hmvmFG hSylqG" data-garden-id="grid.col" data-garden-version="8.76.2"><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Comer sano no es tan fácil como puede parecer. Son muchas las cosas que nos pueden arruinar la dieta, por ejemplo, la dificultad para encontrar el tiempo para preparar comidas nutritivas y equilibradas en casa, el precio y la disponibilidad de los ingredientes frescos o la fuerza de voluntad necesaria para resistirse a los tentempiés azucarados poco saludables. </h4><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Aquí es donde <a target="_blank" rel="noopener noreferrer" href="https://www.feed.co" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Feed.<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> puede ayudarte. Gracias a esta <em>startup</em> parisina, cualquier persona puede disfrutar fácilmente de comidas de calidad y alto valor nutritivo, esté donde esté. Los productos de Feed., como su gama de barritas, batidos y polvos sustitutos de las comidas, han sido formulados para satisfacer el cien por ciento de las necesidades nutricionales que una comida debe aportar a los clientes. Desde solo 2,49 €, la empresa ofrece alternativas veganas, sin gluten, sin lactosa y sin OGM a las comidas tradicionales.</p><img alt="" loading="lazy" src="https://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Feed4.jpg"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Se trata de un servicio práctico, económico y de alta calidad, por lo que no es de extrañar que los productos de esta empresa de alimentos inteligentes hayan encontrado un público voraz en Francia, Alemania, España y el Reino Unido. Feed. también ha descubierto que su clientela es muy variada, desde estudiantes con escaso presupuesto y profesionales que nunca paran hasta personas mayores preocupadas por su salud. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">La heterogeneidad de este grupo le exigió contratar a un líder del servicio de atención al cliente experimentado que fuera capaz de dar un giro a su estrategia de atención al cliente. </p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Objetivo: alimentar a los clientes y tratarlos como reyes</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Aurore Galland, gerente de satisfacción con la atención al cliente de Feed., se incorporó a la empresa con seis años de experiencia en centros de llamadas y organizaciones de servicio de atención al cliente minorista. Se sintió atraída por la posibilidad de crear una nueva organización de atención al cliente desde cero, que se comprometiese no solo a poner a los clientes en el centro de la experiencia —ofreciéndoles un gran servicio—, sino también a introducir nuevos programas proactivos destinados a tratar a los clientes como reyes.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Uno de los primeros cambios implantados por Galland fue animar a los agentes a probar los productos de Feed. Ella sabía que solo de esta forma los agentes podrían hablar de ellos con conocimiento de causa y, por lo tanto, promocionarlos entre los clientes; la propia Galland es muy aficionada a las barras de sésamo y chocolate de la empresa. Pero esto fue solo una pequeña muestra de los cambios que estaban por llegar.</p><img alt="" loading="lazy" src="https://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Feed5.jpg"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Antes de adoptar Zendesk, a mediados de 2018, el equipo de soporte utilizaba Front, una herramienta de creación de tickets basada en el correo electrónico. "Con el correo electrónico, muchas veces tardábamos hasta una semana en atender la solicitud de un cliente, lo que evidentemente no era una situación deseable", señala Galland. Ahora que la empresa se ha pasado a Zendesk, su objetivo es "tratar a los clientes como reyes" estando disponibles en el canal que ellos prefieran.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Un esfuerzo orientado a crear un soporte dirigido, proactivo y rentable</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Actualmente, Feed. basa su organización de soporte en el uso de Zendesk <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/support/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Support<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, <a href="" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Talk Partner Edition</a>, <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/chat/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Chat<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> y <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/explore/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Explore<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>. Galland eligió Zendesk no solo por su capacidad para utilizar múltiples canales, sino también por la flexibilidad de su <a target="_blank" rel="noopener noreferrer" href="https://developer.zendesk.com/rest_api" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">API<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, que permite conectar herramientas y aplicaciones de terceros para crear una experiencia de soporte proactiva y personalizada.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Una de las herramientas con las que esta empresa de tecnología alimentaria (<em>foodtech</em>) ha podido mejorar el soporte y prever las necesidades de los clientes ha sido el chat en vivo proactivo. Cuando utilizaba el chat de una forma pasiva, Feed. solo recibía de 10 a 15 solicitudes de chat por día. Tras implantar disparadores de chat proactivos, ahora aloja más de cien chats en vivo al día, y cada una de estas nuevas sesiones es una oportunidad de venta. "Al interactuar con los clientes mientras navegan por la tienda o leen el blog, podemos ofrecerles un soporte específico y resolver sus problemas en tiempo real", dice Galland. "Por ejemplo, si alguien está leyendo una entrada del blog sobre cómo perder peso, podemos recomendarle nuestros artículos bajos en calorías".</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Los resultados son sorprendentes: usando el <a target="_blank" rel="noopener noreferrer" href="https://support.zendesk.com/hc/en-us/articles/360022182674-Measuring-business-goals-with-conversion-tracking" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">seguimiento de conversiones<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, Galland descubrió que el equipo pudo convertir el seis por ciento de sus chats en vivo. Esto ha supuesto un aumento de ingresos de hasta 180.000 € en menos de un año.</p><img alt="" loading="lazy" src="https://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Feed3.jpg"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Cuando Galland se propuso reducir el volumen de soporte, conectó <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/apps/chat/shipup-for-zendesk-chat/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Shipup<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> a Zendesk para contactar automáticamente con los clientes en caso de que ocurriera algo inesperado con un pedido. De esta manera, el cliente ya no tiene que ponerse en contacto con el servicio de atención para preguntar dónde está su paquete, sino que el equipo de soporte puede enviarle un correo electrónico comunicándole la situación antes de que empiece a incomodarse. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">"El uso de Shipup ha reducido drásticamente el volumen de tickets que recibimos", comenta Galland. "Si puedes comunicar a un cliente un problema con antelación, este no tiene que contactar contigo y puedes resolver sus problemas más rápido". </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Feed. también ha integrado Zendesk con Magento para facilitar a los agentes el acceso a la información de pedidos de los clientes, y utiliza <a target="_blank" rel="noopener noreferrer" href="https://www.diduenjoy.com/en/integration/zendesk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Diduenjoy<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> para recopilar comentarios sobre sus productos y la experiencia general del cliente.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Todos para uno y uno para todos</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Una parte importante de la estrategia comercial de la empresa es la coordinación de los equipos que tratan directamente con el cliente (ventas, marketing y atención al cliente) para que la comunicación con los clientes se haga acorde con los principios de la marca y que todos y cada uno de sus productos reflejen lo que los clientes quieren. Para que esto último se cumpla, el equipo de producto recibe comentarios y opiniones del equipo de soporte sobre las recetas o sugerencias sobre cómo perfeccionar la oferta de productos. Los equipos de marketing también colaboran con el equipo de soporte para intentar redactar los boletines de un modo que mejore su eficacia. Esta colaboración entre equipos afecta a todo, desde el azúcar de los productos y el contenido de los regalos promocionales hasta los envases y el tamaño de las porciones. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Algo muy importante de lo que nos enteramos cuando empezamos a escuchar a los clientes en nuestros canales de soporte fue que nuestros productos listos para beber eran demasiado grandes. Los clientes no los terminaban”, explica Galland. Esto es un resultado directo de los comentarios y sugerencias obtenidos gracias a la atención al cliente".</p><img alt="" loading="lazy" src="https://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Feed1.jpg"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Si bien la <em>startup</em> aún está renovando la imagen de su nueva organización de soporte, los primeros resultados han sido alentadores para Galland y su pequeño equipo de seis agentes. En poco menos de un año, la puntuación CSAT (satisfacción del cliente) ha subido del 75 por ciento al 94 por ciento. El equipo también ha mejorado radicalmente sus métricas de tickets con una única intervención. Antes, un 80 por ciento de tickets requería varias intervenciones, mientra que ahora es solo el 10 por ciento. Y, puesto que Galland ha configurado Zendesk de forma que los agentes reciban directamente informes sobre su rendimiento, los agentes pueden ver por sí mismos dónde están haciendo bien las cosas y dónde pueden mejorar. Esto significa menos trabajo de <em>coaching</em> para Galland.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Lo más impresionante posiblemente sea cuánto puede lograr Galland con un pequeño equipo que no cuenta con el apoyo de desarrolladores.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Zendesk nos ha proporcionado una plataforma donde he podido hacer casi todas las integraciones por mí misma sin necesidad de ayuda. Nos ha ayudado muchísimo durante todo el proceso”, comenta Galland. “Cuando tienes un equipo pequeño y trabajas en una <em>startup</em>, debes saber aprender y adaptarte”.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">El siguiente paso para Feed. es seguir perfeccionando su cobertura omnicanal con la adición de <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/guide/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk Guide<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> para el autoservicio y el soporte fuera del horario habitual. Galland también sigue defendiendo el papel integral que desempeña el soporte dentro de la organización, ya sea para informar al equipo de marketing de lo que dicen los clientes o para seguir utilizando los datos de los clientes a fin de mejorar las recetas de la empresa.</p></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 hPNIKC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 kmkcfB Gridstyle__Row-sc-1uhmtis-1 Basestyle__BaseMainRow-sc-3zktjg-0 bEEqbX hlIKQB" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 iqteIG Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Relatos relacionados</h2></div><div class="StyledCol-sc-inuw62-0 cmRjVg Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div></div><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 hBwrxg Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div data-tags="europe,retail,product-support" class="Cardstyle__CardRoot-sc-1g3sojj-1 iiBgEf"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="Deliveroo" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="Deliveroo" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d26a57ydsghvgx.cloudfront.net/content/customers/Deliveroo/Deliveroo_header.jpg"/></noscript></span></span></div><p class="Headingstyle__HeadingRoot-sc-150xww-0 hpSOeB">Negocios minoristas, mayoristas y de distribución</p><ul class="sc-92bdc81d-3 jgXPCI"><li><img src="https://d26a57ydsghvgx.cloudfront.net/content/customers/Deliveroo/deliveroo-logo.png" alt="Logo: Deliveroo" class="sc-92bdc81d-1 LvrNl"/></li></ul><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW"><a href="/customer/deliveroo/" data-interaction-type="link-inline-primary" style="text-decoration:none" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Deliveroo atiende a tres grupos de clientes distintos con la aplicación Zendesk Support</a></h3><a href="/customer/deliveroo/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Leer testimonio del cliente</span><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" class="Linkstyle__ArrowIcon-sc-1cm3ukq-1 bxjWlu arrow-icon" theme="[object Object]"><path d="M9.804 11.373c.501-1.024 1.408-2.069 2.379-2.656v-.555c-.981-.608-1.909-1.835-2.251-2.688l-1.013.587c.32.704.928 1.376 1.483 1.813h-6.24v1.109h6.229c-.565.395-1.163 1.067-1.525 1.739l.939.651z"></path></svg></a></div></div><div class="StyledCol-sc-inuw62-0 hBwrxg Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div data-tags="americas,asia-pacific,europe,retail,product-support,software-technology" class="Cardstyle__CardRoot-sc-1g3sojj-1 iiBgEf"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="Shopify" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="Shopify" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Shopify%20Ottawa%20Mothership%20Mural.jpg"/></noscript></span></span></div><p class="Headingstyle__HeadingRoot-sc-150xww-0 hpSOeB">Negocios minoristas, mayoristas y de distribución</p><ul class="sc-92bdc81d-3 jgXPCI"><li><img src="https://d26a57ydsghvgx.cloudfront.net/product/images/customers/shopify_logo.svg" alt="Logo: Shopify" class="sc-92bdc81d-1 LvrNl"/></li></ul><h3 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2.379-2.656v-.555c-.981-.608-1.909-1.835-2.251-2.688l-1.013.587c.32.704.928 1.376 1.483 1.813h-6.24v1.109h6.229c-.565.395-1.163 1.067-1.525 1.739l.939.651z"></path></svg></a></div></div><div class="StyledCol-sc-inuw62-0 hBwrxg Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div data-tags="americas,asia-pacific,europe,product-guide,retail,product-support" class="Cardstyle__CardRoot-sc-1g3sojj-1 iiBgEf"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="Tesco" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" 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type="application/json">{"props":{"pageProps":{"_sentryTraceData":"0c2974302d0b4abbbb55bb5f93a19413-a11c89c0b4d97ccb-0","_sentryBaggage":"sentry-environment=production,sentry-release=ekV6iEvrczV_vZLOMCCgH,sentry-public_key=da50b2d2de4b407e94dc71c34d3bf27e,sentry-trace_id=0c2974302d0b4abbbb55bb5f93a19413,sentry-sample_rate=0.1,sentry-transaction=%2Fcustomer%2F%5Bslug%5D,sentry-sampled=false","meta":{"alternates":{"es":"https://www.zendesk.es/customer/feed-2/","fr":"https://www.zendesk.fr/customer/feed-2/","it":"https://www.zendesk.com/it/customer/feed-2/","kr":"https://www.zendesk.kr/customer/feed-2/","us":"https://www.zendesk.com/customer/feed-2/"},"related":["201901351","201901391","201901501","201901471"],"tags":["product-chat","europe","product-explore","product-guide","retail","product-support","product-talk"],"backupLocale":false},"attributes":{"tagline":"Feed. ofrece soporte proactivo y genera ingresos con Zendesk\r\n","customer-heading":"Feed.","customer-main-bg-image-url":"http://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Feed6.jpg","customer-main-logo-image-url":"http://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Feed_logo.png","multi-customer-logos":[{"multi-customer-logo":""}],"customer-stats":[{"customer-stat-value":"2018","customer-stat-title":"Cliente desde"},{"customer-stat-value":"€180,000","customer-stat-title":"Conversiones de ventas con Chat"},{"customer-stat-value":"94%","customer-stat-title":"Media de CSAT en todos los canales"},{"customer-stat-value":"25%","customer-stat-title":"Mejora de la satisfacción del cliente"}],"_yoast_wpseo_focuskw":"Feed","_yoast_wpseo_sitemap-html-include":"-","_yoast_wpseo_linkdex":"83","_trash_the_other_posts":"0","_wp_old_slug":"feed","_edit_lock":"1591199989:3471","_edit_last":"3471","customer-is-legacy":"1","customer-facts":[{"supertitle":"","text":""}],"customer-modules":[{"supertitle":"","headline":"","copy":"","cta-text":"","cta-href":"","media":""}],"customer-template-type":"standard","quote-featured":"“Zendesk es una herramienta poderosa que ayuda a Feed. a tratar a sus clientes como reyes. Nos permite comunicarnos directamente con ellos y usar sus comentarios y opiniones para mejorar el servicio, el soporte y los productos”.","quote-author":"Aurore Galland","quote-author-job":"Gerente de satisfacci\u0026#xF3;n con el servicio de atenci\u0026#xF3;n al cliente","_wp_page_template":"templates/page-migrated.php","canonical":"https://www.zendesk.es/customer/feed-2/","seoTitle":"Feed. Experiencia de atención al cliente | Zendesk","seoDescription":"Descubre cómo el equipo de soporte de Feed. utiliza Zendesk Chat para convertir 180.000 € en ingresos, y Zendesk Support, Guide y Talk para aumentar la satisfacción del cliente en un 25 % en todos los canales","seoImage":"http://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Feed6.jpg","twitterImage":"http://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Feed6.jpg","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","shareLinks":{"twitter":"https://zdsk.co/33qCulY","facebook":"https://zdsk.co/2IRkHuL","linkedin":"https://zdsk.co/2WkHhnD"},"path":"/customer/feed-2/","title":"Feed.","publishedAt":"2019-11-12 10:22:45","updatedAt":"2023-09-21 00:49:55","updatedAtFormatted":"21 de septiembre de 2023","content":"\u003ch4\u003eComer sano no es tan fácil como puede parecer. Son muchas las cosas que nos pueden arruinar la dieta, por ejemplo, la dificultad para encontrar el tiempo para preparar comidas nutritivas y equilibradas en casa, el precio y la disponibilidad de los ingredientes frescos o la fuerza de voluntad necesaria para resistirse a los tentempiés azucarados poco saludables. \u003c/h4\u003e\n\u003cp\u003eAquí es donde \u003ca href=\"https://www.feed.co\"\u003eFeed.\u003c/a\u003e puede ayudarte. Gracias a esta \u003cem\u003estartup\u003c/em\u003e parisina, cualquier persona puede disfrutar fácilmente de comidas de calidad y alto valor nutritivo, esté donde esté. Los productos de Feed., como su gama de barritas, batidos y polvos sustitutos de las comidas, han sido formulados para satisfacer el cien por ciento de las necesidades nutricionales que una comida debe aportar a los clientes. Desde solo 2,49 €, la empresa ofrece alternativas veganas, sin gluten, sin lactosa y sin OGM a las comidas tradicionales.\u003c/p\u003e\n\u003cp\u003e\u003cimg alt=\"\" src=\"http://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Feed4.jpg\"/\u003e\u003c/p\u003e\n\u003cp\u003eSe trata de un servicio práctico, económico y de alta calidad, por lo que no es de extrañar que los productos de esta empresa de alimentos inteligentes hayan encontrado un público voraz en Francia, Alemania, España y el Reino Unido. Feed. también ha descubierto que su clientela es muy variada, desde estudiantes con escaso presupuesto y profesionales que nunca paran hasta personas mayores preocupadas por su salud. \u003c/p\u003e\n\u003cp\u003eLa heterogeneidad de este grupo le exigió contratar a un líder del servicio de atención al cliente experimentado que fuera capaz de dar un giro a su estrategia de atención al cliente. \u003c/p\u003e\n\u003ch3\u003eObjetivo: alimentar a los clientes y tratarlos como reyes\u003c/h3\u003e\n\u003cp\u003eAurore Galland, gerente de satisfacción con la atención al cliente de Feed., se incorporó a la empresa con seis años de experiencia en centros de llamadas y organizaciones de servicio de atención al cliente minorista. Se sintió atraída por la posibilidad de crear una nueva organización de atención al cliente desde cero, que se comprometiese no solo a poner a los clientes en el centro de la experiencia —ofreciéndoles un gran servicio—, sino también a introducir nuevos programas proactivos destinados a tratar a los clientes como reyes.\u003c/p\u003e\n\u003cp\u003eUno de los primeros cambios implantados por Galland fue animar a los agentes a probar los productos de Feed. Ella sabía que solo de esta forma los agentes podrían hablar de ellos con conocimiento de causa y, por lo tanto, promocionarlos entre los clientes; la propia Galland es muy aficionada a las barras de sésamo y chocolate de la empresa. Pero esto fue solo una pequeña muestra de los cambios que estaban por llegar.\u003c/p\u003e\n\u003cp\u003e\u003cimg alt=\"\" src=\"http://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Feed5.jpg\"/\u003e\u003c/p\u003e\n\u003cp\u003eAntes de adoptar Zendesk, a mediados de 2018, el equipo de soporte utilizaba Front, una herramienta de creación de tickets basada en el correo electrónico. \u0026quot;Con el correo electrónico, muchas veces tardábamos hasta una semana en atender la solicitud de un cliente, lo que evidentemente no era una situación deseable\u0026quot;, señala Galland. Ahora que la empresa se ha pasado a Zendesk, su objetivo es \u0026quot;tratar a los clientes como reyes\u0026quot; estando disponibles en el canal que ellos prefieran.\u003c/p\u003e\n\u003ch3\u003eUn esfuerzo orientado a crear un soporte dirigido, proactivo y rentable\u003c/h3\u003e\n\u003cp\u003eActualmente, Feed. basa su organización de soporte en el uso de Zendesk \u003ca href=\"https://www.zendesk.com/support/\"\u003eSupport\u003c/a\u003e, \u003ca href=\"hhttps://www.zendesk.com/talk/talk-partner-edition/\"\u003eTalk Partner Edition\u003c/a\u003e, \u003ca href=\"https://www.zendesk.com/chat/\"\u003eChat\u003c/a\u003e y \u003ca href=\"https://www.zendesk.com/explore/\"\u003eExplore\u003c/a\u003e. Galland eligió Zendesk no solo por su capacidad para utilizar múltiples canales, sino también por la flexibilidad de su \u003ca href=\"https://developer.zendesk.com/rest_api\"\u003eAPI\u003c/a\u003e, que permite conectar herramientas y aplicaciones de terceros para crear una experiencia de soporte proactiva y personalizada.\u003c/p\u003e\n\u003cp\u003eUna de las herramientas con las que esta empresa de tecnología alimentaria (\u003cem\u003efoodtech\u003c/em\u003e) ha podido mejorar el soporte y prever las necesidades de los clientes ha sido el chat en vivo proactivo. Cuando utilizaba el chat de una forma pasiva, Feed. solo recibía de 10 a 15 solicitudes de chat por día. Tras implantar disparadores de chat proactivos, ahora aloja más de cien chats en vivo al día, y cada una de estas nuevas sesiones es una oportunidad de venta. \u0026quot;Al interactuar con los clientes mientras navegan por la tienda o leen el blog, podemos ofrecerles un soporte específico y resolver sus problemas en tiempo real\u0026quot;, dice Galland. \u0026quot;Por ejemplo, si alguien está leyendo una entrada del blog sobre cómo perder peso, podemos recomendarle nuestros artículos bajos en calorías\u0026quot;.\u003c/p\u003e\n\u003cp\u003eLos resultados son sorprendentes: usando el \u003ca href=\"https://support.zendesk.com/hc/en-us/articles/360022182674-Measuring-business-goals-with-conversion-tracking\"\u003eseguimiento de conversiones\u003c/a\u003e, Galland descubrió que el equipo pudo convertir el seis por ciento de sus chats en vivo. Esto ha supuesto un aumento de ingresos de hasta 180.000 € en menos de un año.\u003c/p\u003e\n\u003cp\u003e\u003cimg alt=\"\" src=\"http://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Feed3.jpg\"/\u003e\u003c/p\u003e\n\u003cp\u003eCuando Galland se propuso reducir el volumen de soporte, conectó \u003ca href=\"https://www.zendesk.com/apps/chat/shipup-for-zendesk-chat/\"\u003eShipup\u003c/a\u003e a Zendesk para contactar automáticamente con los clientes en caso de que ocurriera algo inesperado con un pedido. De esta manera, el cliente ya no tiene que ponerse en contacto con el servicio de atención para preguntar dónde está su paquete, sino que el equipo de soporte puede enviarle un correo electrónico comunicándole la situación antes de que empiece a incomodarse. \u003c/p\u003e\n\u003cp\u003e\u0026quot;El uso de Shipup ha reducido drásticamente el volumen de tickets que recibimos\u0026quot;, comenta Galland. \u0026quot;Si puedes comunicar a un cliente un problema con antelación, este no tiene que contactar contigo y puedes resolver sus problemas más rápido\u0026quot;. \u003c/p\u003e\n\u003cp\u003eFeed. también ha integrado Zendesk con Magento para facilitar a los agentes el acceso a la información de pedidos de los clientes, y utiliza \u003ca href=\"https://www.diduenjoy.com/en/integration/zendesk\"\u003eDiduenjoy\u003c/a\u003e para recopilar comentarios sobre sus productos y la experiencia general del cliente.\u003c/p\u003e\n\u003ch3\u003eTodos para uno y uno para todos\u003c/h3\u003e\n\u003cp\u003eUna parte importante de la estrategia comercial de la empresa es la coordinación de los equipos que tratan directamente con el cliente (ventas, marketing y atención al cliente) para que la comunicación con los clientes se haga acorde con los principios de la marca y que todos y cada uno de sus productos reflejen lo que los clientes quieren. Para que esto último se cumpla, el equipo de producto recibe comentarios y opiniones del equipo de soporte sobre las recetas o sugerencias sobre cómo perfeccionar la oferta de productos. Los equipos de marketing también colaboran con el equipo de soporte para intentar redactar los boletines de un modo que mejore su eficacia. Esta colaboración entre equipos afecta a todo, desde el azúcar de los productos y el contenido de los regalos promocionales hasta los envases y el tamaño de las porciones. \u003c/p\u003e\n\u003cp\u003e“Algo muy importante de lo que nos enteramos cuando empezamos a escuchar a los clientes en nuestros canales de soporte fue que nuestros productos listos para beber eran demasiado grandes. Los clientes no los terminaban”, explica Galland. Esto es un resultado directo de los comentarios y sugerencias obtenidos gracias a la atención al cliente\u0026quot;.\u003c/p\u003e\n\u003cp\u003e\u003cimg alt=\"\" src=\"http://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Feed1.jpg\"/\u003e\u003c/p\u003e\n\u003cp\u003eSi bien la \u003cem\u003estartup\u003c/em\u003e aún está renovando la imagen de su nueva organización de soporte, los primeros resultados han sido alentadores para Galland y su pequeño equipo de seis agentes. En poco menos de un año, la puntuación CSAT (satisfacción del cliente) ha subido del 75 por ciento al 94 por ciento. El equipo también ha mejorado radicalmente sus métricas de tickets con una única intervención. Antes, un 80 por ciento de tickets requería varias intervenciones, mientra que ahora es solo el 10 por ciento. Y, puesto que Galland ha configurado Zendesk de forma que los agentes reciban directamente informes sobre su rendimiento, los agentes pueden ver por sí mismos dónde están haciendo bien las cosas y dónde pueden mejorar. Esto significa menos trabajo de \u003cem\u003ecoaching\u003c/em\u003e para Galland.\u003c/p\u003e\n\u003cp\u003eLo más impresionante posiblemente sea cuánto puede lograr Galland con un pequeño equipo que no cuenta con el apoyo de desarrolladores.\u003c/p\u003e\n\u003cp\u003e“Zendesk nos ha proporcionado una plataforma donde he podido hacer casi todas las integraciones por mí misma sin necesidad de ayuda. Nos ha ayudado muchísimo durante todo el proceso”, comenta Galland. “Cuando tienes un equipo pequeño y trabajas en una \u003cem\u003estartup\u003c/em\u003e, debes saber aprender y adaptarte”.\u003c/p\u003e\n\u003cp\u003eEl siguiente paso para Feed. es seguir perfeccionando su cobertura omnicanal con la adición de \u003ca href=\"https://www.zendesk.com/guide/\"\u003eZendesk Guide\u003c/a\u003e para el autoservicio y el soporte fuera del horario habitual. Galland también sigue defendiendo el papel integral que desempeña el soporte dentro de la organización, ya sea para informar al equipo de marketing de lo que dicen los clientes o para seguir utilizando los datos de los clientes a fin de mejorar las recetas de la empresa.\u003c/p\u003e\n","related":[{"image":{"src":"https://d26a57ydsghvgx.cloudfront.net/content/customers/Deliveroo/Deliveroo_header.jpg","alt":"Deliveroo"},"link":"/customer/deliveroo/","supertitle":{"text":"Negocios minoristas, mayoristas y de distribución"},"text":"","title":"Deliveroo atiende a tres grupos de clientes distintos con la aplicación Zendesk Support","logos":[{"src":"https://d26a57ydsghvgx.cloudfront.net/content/customers/Deliveroo/deliveroo-logo.png","alt":"Logo: Deliveroo"}],"dataTags":["europe","retail","product-support"],"videoId":"","key":"postBlock-201901351","publishedAt":"2019-02-04 12:00:00"},{"image":{"src":"https://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Shopify%20Ottawa%20Mothership%20Mural.jpg","alt":"Shopify"},"link":"/customer/shopify/","supertitle":{"text":"Negocios minoristas, mayoristas y de distribución"},"text":"","title":"Zendesk Support: el servicio centralizado de Shopify para ayudar a los clientes","logos":[{"src":"https://d26a57ydsghvgx.cloudfront.net/product/images/customers/shopify_logo.svg","alt":"Logo: Shopify"}],"dataTags":["americas","asia-pacific","europe","retail","product-support","software-technology"],"videoId":"","key":"postBlock-201901471","publishedAt":"2019-02-04 12:00:00"},{"image":{"src":"https://d26a57ydsghvgx.cloudfront.net/content/customers/Tesco/Tesco_apps.jpg","alt":"Tesco"},"link":"/customer/tesco/","supertitle":{"text":"Negocios minoristas, mayoristas y de distribución"},"text":"","title":"Tesco procesa más de 40.000 tickets a la semana en el mundo con Zendesk 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