{"id":1777,"date":"2020-11-04T19:44:47","date_gmt":"2020-11-04T19:44:47","guid":{"rendered":"https:\/\/noti-america.com\/site\/chile\/2020\/11\/04\/el-e-commerce-al-debe-mas-de-un-50-de-los-clientes-afirma-haber-tenido-una-mala-experiencia-comprando-online\/"},"modified":"2020-11-04T23:45:00","modified_gmt":"2020-11-04T23:45:00","slug":"el-e-commerce-al-debe-mas-de-un-50-de-los-clientes-afirma-haber-tenido-una-mala-experiencia-comprando-online","status":"publish","type":"post","link":"https:\/\/noti-america.com\/site\/chile\/2020\/11\/04\/el-e-commerce-al-debe-mas-de-un-50-de-los-clientes-afirma-haber-tenido-una-mala-experiencia-comprando-online\/","title":{"rendered":"El e-commerce al debe:  M\u00e1s de un 50% de los clientes afirma haber tenido una mala experiencia comprando online"},"content":{"rendered":"<p>NOTI-AMERICA.COM (CHILE)<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-1778 aligncenter\" src=\"https:\/\/noti-america.com\/site\/wp-content\/uploads\/2020\/11\/Pexels-E-commerce-300x198.jpg\" alt=\"\" width=\"300\" height=\"198\" \/><\/p>\n<p><strong>El e-commerce al debe: <\/strong><strong>M\u00e1s de un 50% de los clientes afirma haber tenido una mala experiencia comprando online<\/strong><\/p>\n<ul>\n<li><em>Lentitud en la respuesta a reclamos en digital y un porcentaje grande de no soluci\u00f3n a los requerimientos, son las principales quejas sobre el desempe\u00f1o de las marcas.<\/em><\/li>\n<\/ul>\n<p><strong>Mi\u00e9rcoles 4 de noviembre de 2020.-<\/strong> Si bien el e-commerce lleva ya varios a\u00f1os en Chile y el mundo, durante la pandemia present\u00f3 un crecimiento explosivo que puso en jaque a los principales actores de la industria, quienes en muchos casos no han sorteado con \u00e9xito los desaf\u00edos que el comercio online presenta. Un servicio de post venta deficiente signific\u00f3 m\u00e1s de 72 mil reclamos en el Servicio Nacional del Consumidor (SERNAC) s\u00f3lo entre marzo y julio, lo que se traduce en miles de personas teniendo una mala experiencia a la hora de comprar online.<\/p>\n<p>Los n\u00fameros son claros. De acuerdo a un estudio realizado por la agencia Jelly sobre marcas y reclamos en tiempos de confinamiento, un 31% de los consumidores que tuvieron problemas con su compra online afirma que la compa\u00f1\u00eda en cuesti\u00f3n demor\u00f3 m\u00e1s de 24 horas en responder a su queja, mientras que un 25% indica que nunca recibi\u00f3 respuesta alguna a sus requerimientos. Al hablar de entrega de soluciones, el escenario es a\u00fan peor: Un 49,8% de las personas asegura que sus contratiempos no tuvieron soluci\u00f3n.<\/p>\n<p>\u201cEl problema que vemos es cada vez m\u00e1s grande. Muchas marcas tienen foco en concretar las ventas online, pero no se preocupan ni han desplegado los esfuerzos necesarios para mejorar la atenci\u00f3n a reclamos en redes sociales. Tampoco han repensado sus experiencias online. Y pareciera no importarles. Es hora de parar y re armar todo. El consumidor debe estar al centro de toda la experiencia y no pasar por lo que est\u00e1 pasando hoy\u201d, explica Manu Chatlani, director ejecutivo de Jelly.<\/p>\n<p>Reconocer las falencias es el primer paso para avanzar. As\u00ed lo advierten los usuarios, que en un 62% se\u00f1alan que si las grandes marcas quieren mejorar la experiencia en su e-commerce deben brindar un \u00f3ptimo servicio de atenci\u00f3n a los reclamos online. \u00bfLas claves? Un 60% dice que el camino est\u00e1 en responder con rapidez a los requerimientos, y un 65% afirma que es hora que las marcas dejen de usar robots para comunicarse digitalmente con sus clientes.<\/p>\n<p>\u201cLa velocidad es clave. Una marca debe ser capaz de detectar y responder cada reclamo que se haga, en cualquier plataforma digital y r\u00e1pidamente. Y adem\u00e1s dar soluci\u00f3n a ese problema. No se trata de seguir hablando de ser como Amazon. Es hora de que estudien y aprendan de Amazon\u201d, sentencia Chatlani.<\/p>\n<p>Finalmente, las cifras del estudio realizado por Jelly -en el que participaron 400 personas, de entre 18 y 45 a\u00f1os, sin l\u00edmites territoriales- muestran que las grandes marcas ya no son evaluadas s\u00f3lo por la calidad y el precio de sus productos, ya que un 76,3% de los consumidores asegura que recomendar\u00eda una marca que haya solucionado r\u00e1pidamente sus problemas.<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong>Acerca de Jelly<\/strong><\/p>\n<p><em>Jelly es una agencia distinta, con un alma 100% digital. Desde ah\u00ed piensan, dise\u00f1an y crean contenidos capaces de vivir en cualquier plataforma. Fundada en 2010, la agencia cuenta con un equipo de m\u00e1s de 35 profesionales con experiencia en digital y comunicaciones, y ha asesorado a m\u00e1s de 30 grandes marcas. <\/em><strong>\u00a0<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>NOTI-AMERICA.COM (CHILE) El e-commerce al debe: M\u00e1s de un 50% de los clientes afirma haber tenido una mala experiencia comprando online Lentitud en la respuesta a reclamos en digital y un porcentaje grande 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