{"id":6338,"date":"2020-10-02T10:46:08","date_gmt":"2020-10-02T13:46:08","guid":{"rendered":"https:\/\/elife.com.br\/?p=6338"},"modified":"2020-10-02T11:38:49","modified_gmt":"2020-10-02T14:38:49","slug":"case-customer-experience-levis-educando-consumidores-na-jornada-digital","status":"publish","type":"post","link":"https:\/\/elife.com.br\/index.php\/2020\/10\/02\/case-customer-experience-levis-educando-consumidores-na-jornada-digital\/","title":{"rendered":"Case Customer Experience | \u00aeLevi\u2019s: Educando consumidores na jornada digital"},"content":{"rendered":"<p class=\"gmail_default\">Um estudo da revista\u00a0<em>The Economist<\/em>\u00a0sobre facilidade de acesso \u00e0 internet, preparo e disponibilidade colocou o Brasil na posi\u00e7\u00e3o 33 em um \u00edndice de 100 pa\u00edses. No \u00edndice\u00a0<i>alfabetiza\u00e7\u00e3o digital<\/i><i>,\u00a0<\/i>ficamos<i>\u00a0<\/i>na posi\u00e7\u00e3o 66.\u00a0<em>Analfabetismo digital\u00a0<\/em>acontece quando h\u00e1 acesso \u00e0 internet, mas sem instru\u00e7\u00e3o suficiente para us\u00e1-la. Nesse momento, as empresas t\u00eam um papel crucial na educa\u00e7\u00e3o digital para inclus\u00e3o do consumidor.<\/p>\n<p><span style=\"font-weight: 400;\">O atendimento em redes sociais pode ser um desafio quando consumidores precisam de aten\u00e7\u00e3o especial na hora de comprar um produto. Para oferecer uma boa experi\u00eancia com a marca, \u00e9 importante ter recursos para auxiliar todos os p\u00fablicos, inclusive aqueles que t\u00eam dificuldades com compras digitais.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Quando surge a necessidade de ajudar ou at\u00e9 educar um consumidor, as marcas ganham a oportunidade de mostrar na pr\u00e1tica seus valores e princ\u00edpios. Esse foi o caso da \u00ae Levi &#8216;s<\/span><b>,<\/b><span style=\"font-weight: 400;\"> quando se deparou com um cliente que n\u00e3o sabia como fazer pagamentos atrav\u00e9s dos meios digitais.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>Desafio<\/b><span style=\"font-weight: 400;\">:\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Um consumidor contatou a marca pela p\u00e1gina do Facebook explicando que queria comprar um macac\u00e3o jeans mas tinha dificuldade em mexer na internet.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">O desafio foi orient\u00e1-lo a efetuar a compra, que s\u00f3 poderia ser feita com o cadastro e pagamento pelo site da loja.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A equipe de analistas da Elife resolveu ajudar o cliente atrav\u00e9s de orienta\u00e7\u00f5es no chat do Facebook e de um v\u00eddeo produzido especialmente para ele.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>Processo<\/b><span style=\"font-weight: 400;\">:\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">O primeiro passo foi compreender a situa\u00e7\u00e3o do consumidor, demonstrando empatia e oferecendo uma solu\u00e7\u00e3o. Assista ao v\u00eddeo tutorial criado para o cliente:<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/LFwoIb6yE0w\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p><b>Resultado<\/b><span style=\"font-weight: 400;\">:\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">O cliente foi a uma lan house e conseguiu seguir as orienta\u00e7\u00f5es do v\u00eddeo e realizar a compra. A resposta para a p\u00e1gina da marca foi de grande satisfa\u00e7\u00e3o e gratid\u00e3o pela aten\u00e7\u00e3o recebida.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">O consumidor afirmou que, apesar da dificuldade, a marca estava sempre disposta a ajud\u00e1-lo. Finalizou afirmando o seu carinho pela marca e a alegria por conseguir o t\u00e3o desejado macac\u00e3o da \u00ae Levi &#8216;s.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-6339\" src=\"https:\/\/elife.com.br\/wp-content\/uploads\/2020\/10\/Consumidor_-1.png\" alt=\"\" width=\"940\" height=\"788\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Analista:\u00a0Nadhia Dantas Ferreira<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Gerente:\u00a0Graziela Ferrari<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Equipe:\u00a0Levi\u2019s<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Um estudo da revista\u00a0The Economist\u00a0sobre facilidade de acesso \u00e0 internet, preparo e disponibilidade colocou o Brasil na posi\u00e7\u00e3o 33 em um \u00edndice de 100 pa\u00edses. No \u00edndice\u00a0alfabetiza\u00e7\u00e3o digital,\u00a0ficamos\u00a0na posi\u00e7\u00e3o 66.\u00a0Analfabetismo digital\u00a0acontece quando h\u00e1 acesso \u00e0 internet, mas sem instru\u00e7\u00e3o suficiente para us\u00e1-la. Nesse momento, as empresas t\u00eam um papel crucial na educa\u00e7\u00e3o digital para inclus\u00e3o [&hellip;]<\/p>\n","protected":false},"author":16,"featured_media":6345,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[423],"class_list":["post-6338","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-case-customer-experience"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Case Customer Experience | \u00aeLevi\u2019s: Educando consumidores na jornada digital - Elife Brasil<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/elife.com.br\/index.php\/2020\/10\/02\/case-customer-experience-levis-educando-consumidores-na-jornada-digital\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Case Customer Experience | \u00aeLevi\u2019s: Educando consumidores na jornada digital - Elife Brasil\" \/>\n<meta property=\"og:description\" content=\"Um estudo da revista\u00a0The Economist\u00a0sobre facilidade de acesso \u00e0 internet, preparo e disponibilidade colocou o Brasil na posi\u00e7\u00e3o 33 em um \u00edndice de 100 pa\u00edses. No \u00edndice\u00a0alfabetiza\u00e7\u00e3o digital,\u00a0ficamos\u00a0na posi\u00e7\u00e3o 66.\u00a0Analfabetismo digital\u00a0acontece quando h\u00e1 acesso \u00e0 internet, mas sem instru\u00e7\u00e3o suficiente para us\u00e1-la. Nesse momento, as empresas t\u00eam um papel crucial na educa\u00e7\u00e3o digital para inclus\u00e3o [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/elife.com.br\/index.php\/2020\/10\/02\/case-customer-experience-levis-educando-consumidores-na-jornada-digital\/\" \/>\n<meta property=\"og:site_name\" content=\"Elife Brasil\" \/>\n<meta property=\"article:published_time\" content=\"2020-10-02T13:46:08+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-10-02T14:38:49+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/elife.com.br\/wp-content\/uploads\/2020\/10\/mnz-m1m2EZOZVwA-unsplash.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"405\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Pedro Fernandes\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"Pedro Fernandes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. tempo de leitura\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutos\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/elife.com.br\\\/index.php\\\/2020\\\/10\\\/02\\\/case-customer-experience-levis-educando-consumidores-na-jornada-digital\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/elife.com.br\\\/index.php\\\/2020\\\/10\\\/02\\\/case-customer-experience-levis-educando-consumidores-na-jornada-digital\\\/\"},\"author\":{\"name\":\"Pedro Fernandes\",\"@id\":\"https:\\\/\\\/elife.com.br\\\/#\\\/schema\\\/person\\\/f078155480df28a9ca365f8319ae1bcf\"},\"headline\":\"Case Customer Experience | \u00aeLevi\u2019s: Educando consumidores na jornada digital\",\"datePublished\":\"2020-10-02T13:46:08+00:00\",\"dateModified\":\"2020-10-02T14:38:49+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/elife.com.br\\\/index.php\\\/2020\\\/10\\\/02\\\/case-customer-experience-levis-educando-consumidores-na-jornada-digital\\\/\"},\"wordCount\":374,\"image\":{\"@id\":\"https:\\\/\\\/elife.com.br\\\/index.php\\\/2020\\\/10\\\/02\\\/case-customer-experience-levis-educando-consumidores-na-jornada-digital\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/elife.com.br\\\/wp-content\\\/uploads\\\/2020\\\/10\\\/mnz-m1m2EZOZVwA-unsplash.jpg\",\"keywords\":[\"Case Customer Experience\"],\"articleSection\":[\"Blog\"],\"inLanguage\":\"pt-BR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/elife.com.br\\\/index.php\\\/2020\\\/10\\\/02\\\/case-customer-experience-levis-educando-consumidores-na-jornada-digital\\\/\",\"url\":\"https:\\\/\\\/elife.com.br\\\/index.php\\\/2020\\\/10\\\/02\\\/case-customer-experience-levis-educando-consumidores-na-jornada-digital\\\/\",\"name\":\"Case Customer Experience | \u00aeLevi\u2019s: Educando consumidores na jornada digital - 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