{"id":117172,"date":"2021-02-22T02:00:36","date_gmt":"2021-02-22T09:00:36","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=117172"},"modified":"2025-01-20T10:57:56","modified_gmt":"2025-01-20T17:57:56","slug":"sistema-closed-loop","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/pt-br\/sistema-closed-loop\/","title":{"rendered":"O que \u00e9 sistema closed loop?"},"content":{"rendered":"\n<p>Voc\u00ea j\u00e1 encontrou um cliente reclamando nas m\u00eddias sociais sobre uma m\u00e1 experi\u00eancia? O sistema closed loop ir\u00e1 reverter essa situa\u00e7\u00e3o e deixar seus clientes satisfeitos.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">O que \u00e9 um sistema de closed loop?<\/h2>\n\n\n\n<p>\u00c9 um sistema que ajuda a responder ao feedback do cliente e a atender \u00e0s suas expectativas.<\/p>\n\n\n\n<p>Sistemas de closed loop alertam a equipe de <a href=\"https:\/\/www.questionpro.com\/pt-br\/atendimento-cliente.html\" target=\"_blank\" rel=\"noreferrer noopener\">atendimento ao cliente<\/a> quando um feedback negativo \u00e9 feito para que possam corrigir e melhorar a experi\u00eancia do cliente em diferentes pontos de contato durante a jornada do cliente.<\/p>\n\n\n\n<p>Al\u00e9m disso, ajudam a identificar as causas que prejudicam a experi\u00eancia do cliente e a reunir insights para criar estrat\u00e9gias realmente eficazes.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Como fazer o acompanhamento dos problemas dos clientes?<\/h2>\n\n\n\n<p>Voc\u00ea pode usar o <a href=\"https:\/\/www.questionpro.com\/pt-br\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\">software de experi\u00eancia do cliente<\/a> para obter feedback instant\u00e2neo e saber o que seus clientes gostam e n\u00e3o gostam. Assim que voc\u00ea vir uma bandeira vermelha (ou amarela), voc\u00ea poder\u00e1 tra\u00e7ar uma estrat\u00e9gia e fechar o ciclo de problema tomando as medidas apropriadas.<\/p>\n\n\n\n<p><strong>QuestionPro CX ajuda sua equipe a capturar a jornada do cliente em v\u00e1rios pontos de contato e obter feedback em tempo real. <\/strong>Tamb\u00e9m, \u00e9 poss\u00edvel compartilhar o feedback com suas diferentes equipes para melhorar a experi\u00eancia geral do cliente, entender seus comportamentos e descobrir o que os leva a agir da maneira como agem.<\/p>\n\n\n\n<p>Uma das maneiras mais comuns de descobrir o que seus clientes pensam de sua empresa \u00e9 realizar uma <a href=\"https:\/\/static.questionpro.com\/pt-br\/NPS.html\" target=\"_blank\" rel=\"noopener noreferrer\">pesquisa NPS<\/a> para descobrir qual \u00e9 a sua pontua\u00e7\u00e3o net promoter score. Com esses dados, voc\u00ea saber\u00e1 a probabilidade de seus clientes recomendarem sua empresa a seus amigos e familiares e seus n\u00edveis de satisfa\u00e7\u00e3o, gra\u00e7as ao software inteligente que os classificar\u00e1 como promotores, passivos e detratores.<\/p>\n\n\n\n<p>Com QuestionPro CX, voc\u00ea tem um sistema de closed loop que te permite fechar o ciclo de feedback negativo usando um sistema de tickets. Voc\u00ea pode criar um ticket para cada detrator e atribu\u00ed-lo \u00e0 pessoa certa da equipe, e conseguir que o problema seja resolvido o quanto antes. Este mecanismo reduzir\u00e1 a taxa de abandono e eventualmente <a href=\"https:\/\/www.questionpro.com\/blog\/pt-br\/clientes-detratores\/\" target=\"_blank\" rel=\"noopener noreferrer\">transformar seus clientes detratores em fi\u00e9is defensores da marca<\/a>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><a href=\"https:\/\/qpbr.questionpro.com\/democtas\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/05\/cta-CX-2-1024x256.png\" alt=\"\" class=\"wp-image-790995\" width=\"1174\" height=\"294\"\/><\/a><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\"><span style=\"font-weight: 400;\">A import\u00e2ncia de um sistema de closed loop<\/span><\/h2>\n\n\n\n<p>A experi\u00eancia do cliente em um sistema de closed loop ocorre quando uma organiza\u00e7\u00e3o recebe feedback direto de cada cliente, o que n\u00e3o \u00e9 necessariamente esperado.<\/p>\n\n\n\n<p>Depois de executar com sucesso um programa de <a href=\"https:\/\/www.questionpro.com\/blog\/pt-br\/experiencia-do-cliente-o-guia-completo\/\" target=\"_blank\" rel=\"noreferrer noopener\">experi\u00eancia do cliente<\/a> e coletar seu feedback, \u00e9 sempre aconselh\u00e1vel fazer melhorias com base nos dados recebidos.<\/p>\n\n\n\n<p>O programa de feedback do cliente em um sistema de closed loop permite \u00e0s organiza\u00e7\u00f5es rastrear todos os clientes de modo a &#8220;fechar o ciclo&#8221; do feedback de cada um deles.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote\">\n<h3 class=\"wp-block-heading has-text-align-center\"><em>Clientes insatisfeitos s\u00e3o sua maior fonte de aprendizado &#8211; Bill Gates<\/em><\/h3>\n<\/blockquote>\n\n\n\n<p>Resolver reclama\u00e7\u00f5es de clientes insatisfeitos ajudar\u00e1 sua empresa a reter esses clientes e transform\u00e1-los em compradores leais no futuro. O feedback em closed loop \u00e9 um ciclo sistem\u00e1tico de fazer mudan\u00e7as significativas na forma de funcionamento de uma empresa com base no feedback do cliente.<\/p>\n\n\n\n<p><em>\u00c9 uma ferramenta incrivelmente poderosa para comunicar aos clientes que suas opini\u00f5es s\u00e3o altamente valorizadas de uma forma pessoal e individualizada.<\/em><\/p>\n\n\n\n<p>Um <a href=\"https:\/\/www.questionpro.com\/blog\/pt-br\/o-que-e-um-cliente-promotor-de-marca-e-qual-a-sua-importancia\/\" target=\"_blank\" rel=\"noreferrer noopener\">cliente promotor<\/a> tem que ser mantido constantemente satisfeito e um passivo tem que ser trabalhado e transformado em um promotor. A parte mais dif\u00edcil \u00e9 evitar que um cliente insatisfeito se torne um detrator, mas com o sistema closed loop e a\u00e7\u00f5es mais direcionadas e imediatas, voc\u00ea poder\u00e1 agir baseando-se no feedback deles e contornar a situa\u00e7\u00e3o.<\/p>\n\n\n\n<p><strong>Leia tamb\u00e9m: <\/strong><a href=\"https:\/\/www.questionpro.com\/blog\/pt-br\/como-recuperar-clientes-insatisfeitos-com-sistema-closed-loop\/\" rel=\"bookmark\">Como recuperar clientes insatisfeitos com sistema closed-loop<\/a><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\"><span style=\"font-weight: 400;\">O sistema closed-loop da QuestionPro<\/span><\/h2>\n\n\n\n<p>Melhoramos o sistema de closed loop para gerenciar melhor os tickets e resolver rapidamente os problemas dos clientes. Agora os usu\u00e1rios ser\u00e3o capazes de<\/p>\n\n\n\n<ul>\n<li><span style=\"font-weight: 400;\">Exportar tickets<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Reatribuir tickets<\/span><\/li>\n\n\n\n<li>Obter uma vis\u00e3o geral dos ingressos com base em seu status<\/li>\n\n\n\n<li>Receber um e-mail autom\u00e1tico para qualquer atualiza\u00e7\u00e3o de tickets<\/li>\n\n\n\n<li>Filtrar por prioridade, segmento e propriet\u00e1rio<\/li>\n\n\n\n<li>Procurar um ticket por endere\u00e7o de e-mail ou ID do ticket<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">1- Dashboard <\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img loading=\"lazy\" decoding=\"async\" width=\"1347\" height=\"608\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/02\/exportar-tickets.png\" alt=\"exportar tickets sistema closed-loop\" class=\"wp-image-116982\"\/><\/figure><\/div>\n\n\n<p>Por padr\u00e3o, a plataforma te mostrar\u00e1 todos os tickets.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2- <span style=\"font-weight: 400;\">Novo ticket<\/span><\/h3>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"900\" height=\"388\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/02\/sistema-de-tickets-cx.jpg\" alt=\"sistema-de-tickets-cx\" class=\"wp-image-116996\"\/><\/figure>\n\n\n\n<p><span style=\"font-weight: 400;\">Ao criar os tickets, os seguintes campos s\u00e3o obrigat\u00f3rios:<\/span><\/p>\n\n\n\n<ul>\n<li>E-mail do cliente<\/li>\n\n\n\n<li>Setor<\/li>\n\n\n\n<li>Coment\u00e1rios<\/li>\n\n\n\n<li>Titular do ticket<\/li>\n<\/ul>\n\n\n\n<p>Voc\u00ea pode definir o nome e o gerente do segmento a partir da tela do segmento.<\/p>\n\n\n\n<p>O usu\u00e1rio pode definir a prioridade do bilhete como:<\/p>\n\n\n\n<ul>\n<li><span style=\"font-weight: 400;\">Baixa<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">M\u00e9dia<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Alta<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Cr\u00edtico<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">O estado do ticket pode ser:<\/span><\/p>\n\n\n\n<ul>\n<li><b>Novo<\/b><span style=\"font-weight: 400;\">. Um ticket novo sem nenhuma a\u00e7\u00e3o tomada<\/span><\/li>\n\n\n\n<li><b>Aberto<\/b><span style=\"font-weight: 400;\">. Um ticket no qual est\u00e3o trabalhando<\/span><\/li>\n\n\n\n<li><b>Resolvido.<\/b><span style=\"font-weight: 400;\"> Um ticket que j\u00e1 foi resolvido<\/span><\/li>\n\n\n\n<li><b>Escalado<\/b><span style=\"font-weight: 400;\">. Um ticket que necessita ser resolvido por algu\u00e9m de cargo superior<\/span><\/li>\n<\/ul>\n\n\n\n<p>Uma vez criado o ticket, um e-mail \u00e9 enviado para a pessoa designada em &#8220;para&#8221; e copiado para todos os outros gerentes.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3- Atualiza\u00e7\u00e3o do ticket<\/h3>\n\n\n\n<p>Para atualizar o ticket, passe o mouse sobre o ticket que voc\u00ea deseja editar. Voc\u00ea ver\u00e1 o \u00edcone de atualiza\u00e7\u00e3o no lado direito.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"900\" height=\"406\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/02\/actualizar-ticket.jpg\" alt=\"actualizar-ticket\" class=\"wp-image-117003\"\/><\/figure>\n\n\n\n<p><span style=\"font-weight: 400;\">Pode-se atualizar os seguintes campos do ticket:<\/span><\/p>\n\n\n\n<ul>\n<li><span style=\"font-weight: 400;\">Estado<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Prioridade<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Segmento<\/span><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/02\/actualizar-ticket2.jpg\" alt=\"actualizar-ticket sistema closed-loop\" class=\"wp-image-117010\" width=\"911\" height=\"522\"\/><\/figure>\n\n\n\n<p><span style=\"font-weight: 400;\">Voc\u00ea pode atribuir aos segmentos:<\/span><\/p>\n\n\n\n<ul>\n<li>Segmentos irm\u00e3os e menores que o segmento atual, se o status for novo\/aberto\/resolvido.<br>Controle direto ou acima do segmento atual na hierarquia, se o status for escalado.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">4- <span style=\"font-weight: 400;\">Coment\u00e1rios<\/span><\/h3>\n\n\n\n<p>Ao atualizar o bilhete, voc\u00ea pode ver todos os coment\u00e1rios adicionados para o ticket.<\/p>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/02\/comentarios-an\u0303adidos-para-el-ticket.jpg\" alt=\"comentarios-an\u0303adidos-para-el-ticket\" class=\"wp-image-117017\" width=\"918\" height=\"523\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">5- <span style=\"font-weight: 400;\">Registros<\/span><\/h3>\n\n\n\n<p>Nesta aba, voc\u00ea pode ver todas as entradas de registro de mudan\u00e7as de status.<\/p>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/02\/registro-de-tickets.jpg\" alt=\"registro-de-tickets\" class=\"wp-image-117024\" width=\"924\" height=\"527\"\/><\/figure>\n\n\n\n<p>Ter um sistema de closed loop facilita a compreens\u00e3o das expectativas dos clientes que est\u00e3o em constante mudan\u00e7a. Mant\u00ea-los felizes pode melhorar significativamente seu ROI de experi\u00eancia do cliente. Se voc\u00ea precisar de ajuda para melhorar a experi\u00eancia do cliente, <a href=\"https:\/\/ctademocompleta.questionpro.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">entre em contato conosco<\/a>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading has-text-align-center\"><span style=\"font-weight: 400;\">Agora que voc\u00ea sabe mais sobre sistema closed loop, \u00e9 hora de come\u00e7ar a <\/span><a href=\"https:\/\/www.questionpro.com\/pt-br\/tour\/\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"font-weight: 400;\">pesquisar<\/span><\/a><span style=\"font-weight: 400;\">. Lembre-se que na<\/span><a href=\"https:\/\/www.questionpro.com\/pt-br\/\"> <span style=\"font-weight: 400;\">QuestionPro<\/span><\/a><span style=\"font-weight: 400;\"> temos as ferramentas de <\/span><a href=\"https:\/\/www.questionpro.com\/pt-br\/tour\/\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"font-weight: 400;\">pesquisa online<\/span><\/a><span style=\"font-weight: 400;\"> e tamb\u00e9m <\/span><a href=\"https:\/\/www.questionpro.com\/pt-br\/mobile\/\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"font-weight: 400;\">offline<\/span><\/a><span style=\"font-weight: 400;\"> que voc\u00ea precisa para o seu neg\u00f3cio decolar! Agende uma demonstra\u00e7\u00e3o sem compromisso, totalmente gratuita e em portugu\u00eas e conhe\u00e7a todos os<\/span> <span style=\"font-weight: 400;\">recursos que temos dispon\u00edveis em nossas <\/span><a href=\"https:\/\/www.questionpro.com\/pt-br\/features\/\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"font-weight: 400;\">diferentes licen\u00e7as<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/h4>\n\n\n\n<center>\n<a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?lan=es_LA&amp;sourceRef=blog\">\n<button style=\"background: #ff9f00;\">Criar conta gr\u00e1tis<\/button>\n<\/a>\n<a href=\"https:\/\/ctademocompleta.questionpro.com\/?custom1=artigos-blog\" target=\"_blank\" rel=\"noopener\">\n<button>Agendar demonstra\u00e7\u00e3o<\/button>\n<\/a>\n<\/center>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Voc\u00ea j\u00e1 encontrou um cliente reclamando nas m\u00eddias sociais sobre uma m\u00e1 experi\u00eancia? O sistema closed loop ir\u00e1 reverter essa [&hellip;]<\/p>\n","protected":false},"author":173,"featured_media":793454,"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":[211,212,217,214],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>O que \u00e9 sistema closed loop? | QuestionPro<\/title>\n<meta name=\"description\" content=\"O sistema closed loop alerta a equipe de atendimento ao cliente assim que um feedback negativo \u00e9 feito para seja feita a corre\u00e7\u00e3o e melhoraria necess\u00e1rias.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/pt-br\/sistema-closed-loop\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"O que \u00e9 sistema closed loop? 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