{"id":6403,"date":"2020-11-06T17:47:50","date_gmt":"2020-11-06T20:47:50","guid":{"rendered":"https:\/\/elife.com.br\/?p=6403"},"modified":"2020-11-06T18:13:58","modified_gmt":"2020-11-06T21:13:58","slug":"case-customer-experience-vulcabras-quando-a-inclusao-e-um-dos-pilares-do-atendimento","status":"publish","type":"post","link":"https:\/\/elife.com.br\/index.php\/2020\/11\/06\/case-customer-experience-vulcabras-quando-a-inclusao-e-um-dos-pilares-do-atendimento\/","title":{"rendered":"Case Customer Experience | Vulcabras: quando a inclus\u00e3o \u00e9 um dos pilares do atendimento"},"content":{"rendered":"<div id=\"fb-root\"><\/div>\n<p><span style=\"font-weight: 400;\">A inclus\u00e3o de pessoas com necessidades especiais \u00e9 um desafio que tamb\u00e9m est\u00e1 presente na rela\u00e7\u00e3o entre marcas e consumidores. Dentro desse cen\u00e1rio, o atendimento \u00e9 fundamental por ser o primeiro contato direto com as pessoas. Quando surge uma oportunidade, a inclus\u00e3o s\u00f3 acontece se a empresa demonstra empatia desde o primeiro atendimento.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Esse foi o caso da Vulcabras, com um cliente da Olympikus. Um garoto autista gosta muito de um t\u00eanis que j\u00e1 estava ficando pequeno e tinha sido descontinuado pela marca. O atendimento por chat com a m\u00e3e do menino foi o primeiro passo para surgir um case que ficou marcado pela inclus\u00e3o.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>Desafio<\/b><\/p>\n<p><span style=\"font-weight: 400;\">O desafio foi humanizar o atendimento e gerar inclus\u00e3o atrav\u00e9s do exerc\u00edcio da empatia. A m\u00e3e de um menino autista compartilhou com a Olympikus a hist\u00f3ria do t\u00eanis do seu filho sem cadar\u00e7o. A crian\u00e7a, que tem dificuldade para se adaptar a mudan\u00e7as, por conta do autismo, gostaria de continuar com o mesmo modelo, mas sua m\u00e3e n\u00e3o encontrava mais o produto nas lojas.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A equipe de analistas Elife buscou demonstrar empatia e ressaltar a import\u00e2ncia da inclus\u00e3o para a marca. Foi quando surgiu a ideia de preparar uma a\u00e7\u00e3o especial sugerida para a Vulcabras, fabricante do produto.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-6404\" src=\"https:\/\/elife.com.br\/wp-content\/uploads\/2020\/11\/screenshot-drive.google.com-2020.11.05-17_09_56.png\" alt=\"\" width=\"1002\" height=\"280\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><b>Processo<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Depois de conhecer a hist\u00f3ria da fam\u00edlia, a Vulcabras decidiu enviar de presente o t\u00eanis t\u00e3o querido pela crian\u00e7a. Todo o processo foi acompanhado pelos analistas Elife na conversa com a m\u00e3e por chat no Facebook da Olympikus.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>Resultados<\/b><\/p>\n<p><span style=\"font-weight: 400;\">A crian\u00e7a ficou muito feliz por ter o modelo Olympikus t\u00e3o querido e sua m\u00e3e ficou grata pela atitude da marca. O incentivo \u00e0 inclus\u00e3o, demonstrado para a marca, resultou tamb\u00e9m em uma publica\u00e7\u00e3o no Facebook da consumidora, que contou a hist\u00f3ria e ressaltou a empatia recebida por parte da Olympikus.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Meses mais tarde, o case foi um dos vencedores do XX Pr\u00eamio ABT. A premia\u00e7\u00e3o anual, organizada pela Garrido Marketing, celebra os principais cases de Experi\u00eancia do Consumidor.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Apesar de j\u00e1 terem garantido um pr\u00eamio, o cases est\u00e1 entre os finalistas e ser\u00e1 classificado como Ouro, Prata ou Bronze durante o evento do XX Pr\u00eamio ABT. A transmiss\u00e3o ao vivo ser\u00e1 feita pelo <\/span><a href=\"https:\/\/lnkd.in\/gaQUUPX\"><span style=\"font-weight: 400;\">canal da ABT no YouTube<\/span><\/a><span style=\"font-weight: 400;\"> no dia 26 de novembro \u00e0s 20h.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6405\" src=\"https:\/\/elife.com.br\/wp-content\/uploads\/2020\/11\/Design-sem-nome-7.png\" alt=\"\" width=\"599\" height=\"394\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>Equipe: Vulcabras<\/p>\n<p>Gerente: Thais de Freitas<\/p>\n<p>Coordena\u00e7\u00e3o Elife: William Ferreira<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A inclus\u00e3o de pessoas com necessidades especiais \u00e9 um desafio que tamb\u00e9m est\u00e1 presente na rela\u00e7\u00e3o entre marcas e consumidores. Dentro desse cen\u00e1rio, o atendimento \u00e9 fundamental por ser o primeiro contato direto com as pessoas. Quando surge uma oportunidade, a inclus\u00e3o s\u00f3 acontece se a empresa demonstra empatia desde o primeiro atendimento. Esse foi [&hellip;]<\/p>\n","protected":false},"author":16,"featured_media":6406,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[423],"class_list":["post-6403","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 v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Case Customer Experience | Vulcabras: quando a inclus\u00e3o \u00e9 um dos pilares do atendimento - 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\/11\/06\/case-customer-experience-vulcabras-quando-a-inclusao-e-um-dos-pilares-do-atendimento\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Case Customer Experience | Vulcabras: quando a inclus\u00e3o \u00e9 um dos pilares do atendimento - Elife Brasil\" \/>\n<meta property=\"og:description\" content=\"A inclus\u00e3o de pessoas com necessidades especiais \u00e9 um desafio que tamb\u00e9m est\u00e1 presente na rela\u00e7\u00e3o entre marcas e consumidores. 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