{"id":25146,"date":"2016-06-10T07:17:16","date_gmt":"2016-06-10T14:17:16","guid":{"rendered":"http:\/\/www.questionpro.com\/blog\/es\/?p=25146"},"modified":"2023-01-09T16:51:26","modified_gmt":"2023-01-09T16:51:26","slug":"experiencia-de-cliente-debilidades","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/es\/experiencia-de-cliente-debilidades\/","title":{"rendered":"Debilidades de las estrategias de experiencia de cliente en empresas B2B"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Los procesos desorganizados e inefectivos afectan a tu compa\u00f1\u00eda m\u00e1s que los propios clientes ya que no s\u00f3lo le producen frustraci\u00f3n a una sola persona sino que hacen dudar de la habilidad de la compa\u00f1\u00eda para trabajar eficientemente sobre la <a href=\"https:\/\/www.questionpro.com\/blog\/es\/experiencia-del-cliente-gasto-o-inversion\/\" target=\"_blank\" rel=\"noopener\">experiencia de cliente<\/a>, y al final de todo, obtener buenos resultados. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00bfQue necesitan las empresas para ser m\u00e1s exitosas en relaci\u00f3n a simplicidad de la <a href=\"https:\/\/www.questionpro.com\/es\/satisfaccion-al-cliente.html\" target=\"_blank\" rel=\"noopener\">satisfaccion al cliente<\/a>? Para ayudarte a responder esta pregunta, una agencia de investigacion encuest\u00f3 a clientes de compa\u00f1\u00edas B2B sobre sus interacciones con dicha compa\u00f1\u00eda para descubrir d\u00f3nde se complica todo. El resultado ofreci\u00f3 informaci\u00f3n y estrategias potenciales para ayudar a compa\u00f1\u00edas B2B a crear una experiencia de cliente que todos deseen y necesiten en el futuro.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">\u00bfCuales son las debilidades de la experiencia de cliente B2B?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Obtener informaci\u00f3n sobre c\u00f3mo las compa\u00f1\u00edas B2B pueden simplificar la experiencia de cliente comienza determinando c\u00f3mo y d\u00f3nde fallan com\u00fanmente las empresas. Se encuest\u00f3 a los clientes y a profesionales en experiencia de cliente sobre diferentes momentos de interacci\u00f3n uno con el otro para saber d\u00f3nde existen las dificultades.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">En la encuesta se dividieron las 5 \u00e1reas m\u00e1s comunes en las compa\u00f1\u00edas B2B y le solicitamos a los clientes indicar el tipo de obst\u00e1culos que enfrentan:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><strong>Proceso de compra<\/strong>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">No hay una gu\u00eda sobre qu\u00e9 comprar<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">El precio es dif\u00edcil de encontrar o demasiado complicado.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Los portales de autoservicio son complicados y dif\u00edciles de navegar<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><strong>Tiempo estimado de entrega<\/strong>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">El tiempo esperado de respuesta no cumple los requisitos<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">La entregas se retrasan o no cumplen con el tiempo establecido.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">No hay acceso a actualizaciones de autoservicio.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><strong>Instalaci\u00f3n\/Uso<\/strong>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">El entrenamiento para autoservicio es dif\u00edcil de navegar.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Es dif\u00edcil de descifrar el producto o servicio<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">No existe transferencia de conocimientos estructurada<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><strong>Producto\/Experiencia de servicio<\/strong>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">El producto no funciona como esperaba<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">No entiendo como funcionan las diferentes funciones<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">La complejidad impacta en la usabilidad<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><strong>Servicio al cliente\/Soporte<\/strong>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Las solicitudes de soporte toman demasiado en ser resueltas<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Los portales de autoservicio no est\u00e1n organizados para resolver problemas efectivamente.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Los clientes no saben a qui\u00e9n contactar y los representantes carecen de conocimiento.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<blockquote><p>Estos son algunos <a href=\"https:\/\/www.questionpro.com\/blog\/es\/errores-en-la-experiencia-del-cliente\/\" target=\"_blank\" rel=\"noopener\">errores en la experiencia del cliente<\/a> que debes evitar.<\/p><\/blockquote>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Conocer la molestia de los clientes en cada fase de la experiencia de cliente ofrece una gu\u00eda importante para compa\u00f1\u00edas B2B, especialmente en identificar las \u00e1reas donde simplificar la experiencia del cliente puede resultar en un gran beneficio. Si \u00e9stos son los verdaderos problemas en cuesti\u00f3n, esta gu\u00eda te ayudar\u00e1 a ver los beneficios que resultan de incrementar la simplicidad en tu empresa.<\/span><\/p>\n<blockquote><p><span style=\"font-weight: 400;\">Conoce sobre la <a href=\"https:\/\/www.questionpro.com\/blog\/es\/gestion-de-la-experiencia-del-cliente-en-empresas-b2b\/\" target=\"_blank\" rel=\"noopener\">gesti\u00f3n de la experiencia del cliente en empresas B2B<\/a>.<\/span><\/p><\/blockquote>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Los procesos desorganizados e inefectivos afectan a tu compa\u00f1\u00eda m\u00e1s que los propios clientes ya que no s\u00f3lo le producen [&hellip;]<\/p>\n","protected":false},"author":105,"featured_media":769754,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[182,183],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Experiencia de cliente: debilidades en las estrategias B2B<\/title>\n<meta name=\"description\" content=\"Aunque no lo creas las empresas B2B tambi\u00e9n tienen debilidades a la hora de crear estrategias de experiencia de cliente, \u00a1Aprende cu\u00e1les son!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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