COVID-19 rushes decision-makers globally into digital transformation

software-implementation-globally

The economic impact of COVID-19 in businesses, particularly in SMEs, has been on a global scale. From adopting short-term measures to allow employees to work remotely and increased security like VPN, companies worldwide have had to think about the quickest and most effective way to keep businesses running during the crisis.

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However, the question remains if companies will follow that path of transformation or they will stay as before.

We wanted to know more about how the pandemic has affected SMEs, the impact on their software buying decisions and their plans for the future. Therefore we conducted a survey of 2,904 respondents, which included employees and managers in small and medium businesses (SMEs) from Australia, Brazil, France, Germany, Italy, Netherlands, Spain and the UK.

For this article, we have used responses from 2,141 respondents that have a manager, senior manager, executive manager or owner positions within these companies. (For a full methodology, scroll down to the bottom of the article). 

53% of businesses didn’t have a business continuity plan in place

Business continuity management as defined by Gartner is:

“An approach whereby enterprises plan for recovery of the entire business process. This includes a plan for workspaces, telephones, workstations, servers, applications, network connections and any other resources required in the business process.”

 

The crisis has taken the world by surprise—and businesses are no exception. When asked about if they had a continuity plan in place before the crisis, 53% of them either didn’t have or weren’t sure if the company had one in place. 

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Not having a business continuity plan can lead into significant losses and potentially business closure. If you think about the COVID-19 as an unpredictable crisis, having a contingency plan makes more sense than ever. 

Author Nassim Nicholas Taleb talks about the ‘Black Swan theory’. This theory explains the extreme impact of rare and unpredictable external events and how businesses can’t be prepared for these.

Therefore, having a plan that allows you to prepare for the unplanned can save time and money—and possibly the company’s future. The benefits of having a plan include:

  • Reduce time in response to the event
  • Reduce time to recover its critical functions
  • Avoid making the wrong decisions in the early stages
  • Having a successful communication flow with employees and key people during the crisis
Business continuity software with features such as continuous backup, encryption and data storage can help your business prepare for an unexpected crisis or a cyber attack. 

61% of businesses think they won’t last more than 6 months

The lack of preparedness for many businesses has led to them having to make decisions on the spot in the midst of the pandemic and not thinking long term.

In turn, over 61% of businesses surveyed don’t think they will last more than 6 months with the current measures. In the European countries (France, Germany, Italy, Netherlands, Spain and the UK) surveyed for this study, as well as Australia, the percentage of businesses that believe they won’t last more than 6 months with the current measures is 62% for both. 

The EU and local governments are implementing financial support to help with the losses generated by the pandemic, however, for some companies, the losses are too much and will end up closing down.

Shifting to digital still not a top priority for SMEs 

Digital transformation is defined by Gartner as:

Anything from IT modernisation (for example, moving cloud computing), to digital optimisation, to the invention of new digital business models.”

 

Despite companies adapting their offering in response to COVID-19, the results of the study showed that shifting to digital is not a top priority for SMEs in the short term. 

When asked about the level of importance of a number of aspects such as employee productivity, brand image or retaining customers in the short term, shifting businesses to operate digitally is ranked the last priority by respondents in Australia, Brazil, France and Spain. 

For Germany, Italy and the UK, the last priority is securing financial assistance and for the Netherlands is improving brand image.

The study showed that for the majority of countries, maintaining employee productivity and retaining customers are the two main priorities. For Brazil and the UK, the main priority is adhering to social distancing and local guidance regarding quarantine followed by maintaining employee productivity.  

Health and safety actions have been the main focus for companies since the beginning of the crisis for 64% of respondents.

Implementing remote work policies (58%) has been the other focus for companies. Once companies had the policies up and running, the next step was to implement the software as soon as possible to avoid the maximum disruption and to help with employee retention and engagement.

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managing-employee-productivity

48% of respondents invested in software since the beginning of the crisis

Almost half of companies surveyed invested in new software since the beginning of the crisis. Brazil (55%), Spain (55%) and Italy (52%) were the three countries with the most SMEs that had to invest in software as a result of the COVID-19.

This is of no surprise, as 35% of companies had to look at implementing new software for teamwork and 70% of companies were able to adapt some or all of their business offerings so they could be delivered virtually now.

software-types-implemented

Looking at the type of software implemented, remote desktop software, video conferencing software and live chat software were the three types of software that were the most purchased or considered in response to COVID-19.

Software purchase beyond COVID-19: making the right choice

The lack of business continuity plans led the majority of SMEs surveyed to invest in software looking at ensuring employee productivity.

Decision-makers need help with choosing the right software. The study found that a third of decision-makers in SMEs are at the interest stage level— they know the software they need, but they need to research products that fit their business needs. 

The study found that almost half of managers based their decisions on price (49%), ease of use (46%) and reviews (37%).

We found significant differences between countries when looking at reviews. For example, for the European countries surveyed in this study (39%) and Brazil (45%), reviews are considered helpful when looking to make a decision on software purchase. However, in Australia, only 18% find reviews helpful when looking at software and the primary factor is the ease of use (22%). 

Looking at reviews should be part of any software purchasing process. Third-party reviews provide an insight on the software experience from users. 

Make software part of your business strategy for the future

As we’ve covered, the COVID-19 crisis has shaken up businesses and pushed some of them into making emergency software decisions meant to help in the short term. As restrictions ease and workers start to go back to the office, companies need to think about a more longer term strategy.

Gartner sees the response to the COVID-19 crisis in three main steps: 

  • Respond: Actions are mainly targeted to keep the business running short term as a quick response to a crisis.
  • Recover: A more ‘coordinated effort to stabilise operations.’ This can include creating specific plans to restore the business to the level before the crisis and also look at resources available to do this.
  • Renew: Gartner stresses the importance of learning from the experience and building resilience for the future.

We have seen how for many businesses the crisis has meant money loss or, even worse, closing down. Learning from previous experience will help companies to assess the mistakes made during a crisis and create a solid contingency plan that will help them in case of a new one. 

Want to know more? Check out our catalogue of Collaboration Software to discover more products.

*Survey methodology

To collect the data from this report, we conducted an online survey in May 2020 between 2,904 respondents, which included employees and managers in small and medium businesses (SMEs) from Australia, Brazil, France, Germany, Italy, Netherlands, Spain and the UK.

 

How will UK restaurants reopen after COVID-19?

COVID-19 has impacted our daily life habits. Going to our regular pub for a pint or having a meal out at a restaurant may seem like a thing of the past.

The UK went into lockdown in March and, like most other industries, it has affected the hospitality industry. The pandemic has meant that restaurants, bars and pubs have had to temporarily close.  For some, this has meant closing down for good as they can’t afford to keep the expenses of a business while not generating any income.

At the time of writing this article, the confirmed date of reopening for restaurants, bars and pubs is 4th July, following a change from the original date of 22nd June.

Hospitality is a key industry for the UK economy

The hospitality industry is the third largest employer in the UK, employing 9% of the total of UK jobs nationwide. In addition, last year it generated £130bn annually to the British economy, making more than the pharmaceutical, automotive and aeronautics industries combined.

Looking at pubs only, in the UK there were more than 47,600 pubs in 2018, according to the British Beer and Pub Association.

The hospitality sector saw sales decline by 21.3% in the first quarter of 2020, as the coronavirus lockdown forced businesses to close. In addition, trade publication The Caterer estimates that over 40% of British restaurants will not survive the crisis.

Pubs, restaurants and bars are a pivotal part of British culture and the country’s GDP, and the question is, how are they going to continue operating once the lockdown lifts on 4th July, ensuring they comply with new COVID-19 safety regulations?

Takeaway and delivery provide a lifeline to restaurants

Some restaurants have been able to continue to offer their services to customers as a takeaway or food delivery, following the rules set by the Government on social distancing and hygiene measures, while waiting for the lockdown to lift on 4th July.

The hospitality industry, alongside other key ones like retail, is one of the most affected industries by the pandemic. The nature of these businesses means that people go into a bar or a pub physically, rather than having it delivered online.

However, while restaurants have been keeping businesses running using take away services, pubs and bars have had to remain closed.

New rules for the “new normal”

However, in the wake of the opening date, the hospitality industry has been preparing itself for a new era, the post-COVID-19 ‘new normal’.

Personal interaction will be reduced to a minimum, from ordering to paying the bill, the industry has been working to adapt to the new requirements. The pandemic has also forced UK businesses to start using business software they might not have needed in the past.

However, it is yet to be seen how the hospitality industry will adapt to these changes, and if it will be a temporary change or a longer-term digital transformation.

British pub chain Wetherspoon has invested more than £11million to ensure that its pubs have regulatory safety measures when they reopen. As well as signage across the pubs to respect the safety distance, there will be:

  • Masks
  • Gloves
  • Hand sanitisers for staff and customers

The chain has also created an app in which customers are able to order from and pay.

Sam Harrison, the owner of London-based restaurant Sam’s Riverside,said they are looking to accommodate the new safety guidelines by offering a click and collect option, as well as home delivery and meal boxes that people can cook at home.

The restaurant is also looking at implementing a new restaurant POS system so customers can order before they arrive at the restaurant. They are also looking at a new system for reservations, including a turns system and also an outside area for customers to wait their turn.

Similarly, Cambridge-based restaurant owner Charlie Gerard has also implemented new POS systems that allow customers to order from the app and avoid personal interaction and also a pre-ordering solution that has allowed them to have food ready for customers during the lockdown.

A new restaurant experience?

The COVID-19 crisis has allowed for other technology previously used in other industries being considered for the hospitality sector – such as AR and robots. US based delivery company DoorDash has partnered with Snapchat to deliver an AR experience to customers. The company allows customers to imagine they are in the restaurant. When a user activates the AR lens, they will also be prompted to download the DoorDash app to place a food delivery order.

British company Service Robots provides robots to the hospitality industry like events, fairs, and catering. The company offers waiter robots that incorporate facial recognition software to identify customers and an in-built navigation system to be able to move around a crowded room.

Despite these new advancements in technology, traditional software solutions such as Delivery management software, Restaurant POS and Pub ePOS systems are a few examples of the software that has been used the most until now in the hospitality sector. These allow restaurants, bars, and pubs to have wider visibility of logistics and delivery as well as managing staff schedules and points-of-sale.

Once the lockdown lifts, the experience of going to the pub may not be the same as before – we may need to leave 2 metres between us at the bar – due to social distancing.

Charlie Gerard, owner, Stolen:

“I expect us to be in a new world where people are aware of the dangers, and while they may not choose to stay in a double sanitised room, [safety measures as well as technology] are features that gives our guests reassurance about their stay.”

Looking for software? Check our Restaurant POS catalogue

 

 

How To Host A Successful Virtual House Tour: A Step By Step Guide

virtual-tour-software-coronavirus

Virtual house tours allow buyers to experience home designs before they visit your listing in person. Prospects can explore architecture and home designs in outstanding detail. Similarly, high-performance virtual tour software helps real estate agents leverage online platforms to increase sales and boost their returns on investment (ROI).

virtual-tour-software-coronavirus

Most home buyers use online search to find listings, according to the US National Association of Realtors. The demand for online visuals of a property is driving real estate agencies towards the inclusion of virtual home tours within their services. According to Realtor.com, listings featuring virtual house tours get 87% more views compared to those without virtual tours available. Read on to find out how to host a successful virtual house tour to increase sales and boost ROI.  

What is a virtual house tour?

A virtual house tour is a non-static visual simulation of a property, which allows prospects to experience a 3D walkthrough of the house. It’s a virtual open house system, which allows users to check a listing anytime from anywhere. 

The 3D tour includes still images, videos and audio which are put into a sequence to highlight the features of the property up for sale. Users can move the virtual tour in any direction of the home and rotate the view. 

Types of virtual home tours

Virtual tours come in three forms: 

  • Video walkthroughs
  • Interactive 360-degree tours
  • 3D tours. 

There are many benefits to be gained from using virtual tours when selling homes. A home buyer can explore a virtual open house listing 24/7, for example. Additionally, including a virtual tour on a property listing helps drive conversions. 

During a video walkthrough, the listing agent normally talks about the home’s main selling points and offers a tour of the property. You can create a video tour with a smartphone, or for a more polished result, you can combine high-tech digital equipment with virtual tour software.

The purpose of a 3D virtual house tour is to enable prospects to experience what it might feel like to walk through the property. The tour comprises connected panoramic photos used to make a streaming video. Because the tour is made of static photos, however, the flow from one room to another can feel less natural than a traditional tour. With this in mind, 3D video tours work best as an initial walkthrough for buyers. It helps them get a feel for the property before visiting it in person.

An interactive 360-degree virtual tour delivers an immersive experience to viewers. Normally, a high-resolution special camera is set up in the centre of one of the rooms being showcased. The camera rotates and takes 360-degree photos of the surrounding. The unit uploads the images to virtual tour software and then adds text, links and other interactive content.

Why are they currently in demand?

A video house tour is a powerful tool to promote and sell any kind of property. Video content fosters engagement and delivers results such as shares, click-throughs and increased lead generation. Real estate agencies are using video house tours to increase the exposure of luxury villas, for example, to highlight features and to achieve their bottom line.

The pandemic has changed the business world and how people work. An unprecedented percentage of people are working from their homes. The “stay-at-home” order has led real estate agents to use video content in their listings. It’s how they can continue to showcase homes and make them available to prospects. Open house virtual tours allow social distancing and help prospects experience their future potential homes.

How to host a virtual house tour

You can host virtual house tours in two ways: Organise a live open house session or use a recorded video. For best results, use a combination of both methods. A successful virtual house tour requires efficient planning, promotion and top-quality technology.

Top-quality software and equipment

A top-quality panoramic or 360-degree camera will help you create engaging virtual tours to showcase houses. To ensure that your images and angles align, use a tripod. To deliver efficient virtual tours, choose a high-rated virtual tour software program

Planning your shots

Create a shortlist of the rooms in the luxury house. Place the camera in the centre of each room to highlight the main features. Make sure you can capture each room’s selling points. If the centre of the room doesn’t work for you, find the best spot and mark it.

Prepare every room

Make sure all rooms are stage-ready. Remove all items which are in the way of the lens. The room must be clean, tidy and attractive. Don’t distract prospects from high-value features with clutter.

Prepare the tripod

For uniform images, level the tripod. If the camera doesn’t include a built-in bubble level, search for a levelling tool online. Adjust the legs of the tripod until the bubble is centred.

Test shots and final shots

Go through every room and test each shot. Make the right lighting adjustments and stage the room’s items to achieve top-quality images. Watch out for mirrors, windows, or glass, which may reflect the camera in the image. After you’ve established the correct settings for your camera, move through each room on your list. Set up the camera and take your shots.

Creating your virtual tour

Use top-quality virtual house tour creator to produce the tour by connecting the images. The virtual tour creator will use the static images for 3D virtual tours and the panoramic images for 360-degree virtual tours. Create an engaging user experience by adding hotspots, text and audio. Users can zoom, back up, and automatically change directions.

Promote your tour

Once you’ve finished editing the tour, use the link to embed it on your agency’s website or social media accounts. 

Upload the branded version to your website and social media accounts. You can promote the tour by creating a social media event and linking it to your website. Include a preview of the tour in digital adverts and use strong calls-to-action to collect buyers’ contact details.

Immersing buyers into virtual house tours

Virtual house tours offer an immersive and interactive experience. To deliver a top-quality virtual house tour, agents must plan and use the right equipment and virtual tour creator. 

Virtual tours have helped agents navigate the challenges caused by the COVID-19 pandemic, allowing them to continue marketing houses.

Looking for virtual tour software? Check out our catalogue.

What is a virtual tour and how do I create one?

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If you’ve used Street View in Google Maps before, you’ve already taken a virtual tour. The virtual visit and its tools are already several years behind them but are experiencing a significant leap due to the health crisis. 

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Despite the climate of uncertainty, however, we continue to want to buy an apartment, run our business, take an interest in art or dream of an upcoming vacation. 

Crisis or no crisis, distance could already be a brake or an obstacle for these same activities.

Billy Haynes, founder at Miru3D comments how companies have adapted to the new situation:

“We have found that, by having virtual tours in place, [our clients] have been able to continue their client engagement and have been able to sell through this time. 
We’ve always understood the power of this technology and how incredibly important it can be to any brand, but the past few months have certainly changed the wider business communities perception of virtual tours from what once was seen as a luxury fad, to a key tool to help their business survive.”

 

How to create a virtual visit without being a technology virtuoso? And what exactly is it? From the shelves of a store to the paths of a garden, there is only one click (which we cheerfully cross). 

The virtual visit, a visual experience with many advantages

A virtual tour software can model a 3D space from a shooting at 360 degrees or more pictures, in order to propose the “visit” from their computer or mobile device. The space thus put online is “navigable” and can be personalised with interactive functionalities.

We can have fun creating a 360 ° video, the principle of which is to evolve in a video.

We can also go further thanks to virtual reality for an immersive experience.

Far from being another technological gadget, the virtual tour is full of advantages and the platforms compete in terms of functionality.

Here are the main advantages of the virtual visit, excluding the specifics of a sector.

For companies :

  • Requires little hardware
  • Low to moderate costs for high profitability
  • Viral potential on social networks
  • Increase in visits and clicks
  • Usable visit statistics
  • Improved SEO
  • Permanent access
  • Image enhancement

For the customers :

  • Access to remote or closed sites
  • The pleasure of the immersive and interactive experience 
  • Free rich content
  • Trust in the brand (transparency)
  • Better decisions

Sectors that benefit from the virtual visit

Many sectors find an interest in creating a virtual visit: shops, workshops, agencies, factories, museums, monuments, natural spaces, all can open their doors and offer a privileged visit at any time.

In this article, we present four specific sectors that can benefit from the virtual tour.

Real estate

A virtual tour, as opposed to photos, takes into account the volumes and the arrangement of space. The integration of text, audio and video comment on points of interest and can be viewed at will, while hotspots (navigation points) show the way. Some software even allows you to comment live, with video overlay of your interlocutor.

All parts involved can find an advantage:

  • The seller of a property no longer needs to store and make himself available many times: the virtual visit is open day and night.
  • The potential buyer no longer needs to organise his calendar and travel at the risk of being disappointed once there.
  • The agents can offer the actual visit with people who are really interested.

In summary, everyone saves time and energy. 

The industrial sector

How to organise a visit of its facilities to its customers without embarking on complex logistics? By giving them access to your virtual tour and by playing the guide from a distance. The virtual visit in an industrial environment also represents a saving of time and a modern way of presenting your workshop or factory. Places requiring strict security measures suddenly become accessible.

It can provide information on the manufacturing of a product, the various trades, or even provide training in the area of ​​health and safety measures for your employees. The virtual visit is permanent support that you can distribute on your stand during a trade fair or meeting.

The hotel industry

As with real estate, being able to visit a potential holiday resort weighs in the decision when planning your vacation.

For seasonal rental professionals, housing is valued and is only more attractive. If we sometimes find ourselves dreaming of inaccessible hotels or paradisiac corners, the virtual visit benefits local accommodation by helping it to make itself known via blogs and social networks.

For the holidaymaker, it is a way of being reassured and of seeing unpleasant surprises reduced to the maximum, otherwise the picture of his well deserved vacation will be darkened.

Tourism and culture

For regions and cities, this is an opportunity to highlight landscapes and heritage, and to enrich these captures with all the information useful to visitors. Places of interest, historical anecdotes, opening times, everything is done to create a complete interactive guide. Craftsmen and traders can also take a picture of their workshop and make themselves more visible.

In terms of culture, visiting museums , past exhibitions, places that no longer exist, or even palaces and castles in Spain … Whether they are temporarily or permanently inaccessible, places of culture are increasingly offering virtual visits, whether 360 ° or static in the form of access to the collections, most often free of charge.

It thus promotes access to knowledge and cultural enrichment. It is not only national museums that can benefit from it: cultural establishments of all sizes can take advantage of it to make themselves known nationally or worldwide, the barriers of working hours and space being removed.

How do I create a virtual tour?

If you are a photographer at heart, you surely have professional or semi-professional equipment. However, today’s smartphones can produce quality photos. It will then simply be necessary to equip yourself with a wide angle lens for smartphone and a rotating base for taking at 360°.

Once uploaded and processed on the chosen platform , it will generally be hosted on the publisher’s cloud. Depending on the features offered by the latter, you can enrich your panoramic visit with media content. 

Finally, all you have to do is integrate the link to your site or share it directly on your social media accounts. Google Maps also allows you to integrate the virtual tour of your establishment into its location on the map.

4 different virtual tour softwares for different needs

We invite you to discover 4 software to create your virtual visit, whether for your real estate agency, your gîte, your gallery or your workshop. You will find the selection methodology at the end of the article.

My360

My360 overview ( source )

  • Overall rating: 4.8 / 5 (46 reviews)
  • Free version and free trial available
  • Price: Annual subscription of £32 per month 

To use My360, you will need a 360° camera (on sale on the publisher’s site). Then simply upload the photos to the platform. 

The side menu allows you to move directly to the desired room and share the visit with your contacts. As with the other software on this list, the tours are customisable with logo, video, and other useful information.

For private property, the software offers to limit the visit to an “extract” and to allow access to the owner’s complete tour by filling in an integrated form: in this way, only the people who are really interested will come forward.

Ideal for: hotel and real estate sectors

Key features:

  • Media integration (logo, videos, audios, text…)
  • Integration of sharing on social networks 
  • Visit reports
  • Live annotations
  • Optimised for virtual reality
  • Unlimited virtual tours

Read more

LiveTour

Presentation of LiveTour ( source )

  • Overall rating: 4.5 / 5 (115 reviews)
  • Free trial available
  • Price: from £4 per month for 3 LiveTours

Once your visit is online, all you have to do is customize it. The interactive hotspots allow you to navigate from one room to another and display the ground plan in real time to locate yourself. The share button integrated into the visit allows you to send it to your contacts. During a live visit, you can add notes on the screen to enrich your point with visual indications.

Ideal for: neophytes, small budgets

Key features:

  • Media integration (logo, videos, audios, text…)
  • Ground plan
  • Hotspots
  • Integration of sharing on social networks 
  • Visit reports
  • Live annotations
  • Optimised for virtual reality

Read more

CloudPano

Presentation of CloudPano ( source )

  • Overall rating: 4.9 / 5 (16 reviews)
  • Free version and free trial available
  • Price: The Pro version costs £8 per tour

CloudPano offers an easy way to build a 360° tour in a few clicks, and the three-step process. As well as offering the free version where users can upload their 360 photos and create their tour, the company also offers two paid-for plans, the Pro (around £8 per tour) and Pro Plus (£27/month). This last plan includes analytics and an unlimited number of tours.

CloudPano offers video tutorials and materials for newbies to help them with their first virtual tour. In addition, there is a live support that users can access to get advice when using the platform.

Ideal for: Hospitality, Real Estate

Key features:

  • Hotspot
  • Virtual reality
  • Panoramas
  • Social media integration

Read more

Concept3D

Concept3D overview ( source )

  • Overall rating: 4.8 / 5 (37 reviews)
  • Free version and free trial available
  • Price: on request

With Concept3D, 3 modelling styles are available to you: the virtual visit, the interactive map and the 3D output. The platform focuses on, but not limited to, industrial complexes, university campuses, institutions such as hospitals.

The objective of the maps and returns is to obtain a clear vision of installations which sometimes prove to be labyrinthine and to enrich them with all the information necessary for visitors. The “wayfinding” functionality is used to plan a journey while real-time data can, for example, provide information on the state of stocks in a warehouse.

Ideal for: industrial sector, complex installations

Key features:

  • Interactive virtual tours
  • Interactive maps
  • 3D yields
  • Space layout
  • Media integration (logo, videos, audios, text…)
  • Real-time data integration

Read more

Billy concludes by stating a change in mentality that will last long term following the pandemic:

“Looking at the longer-term effects of COVID-19, consumer habits will most certainly change. We already understood that younger generations have very different habits to older generations, they require/expect things instantly and virtual tours provide that.
This is going to have a longer effect on the mentality of consumers who will question twice their decision to visit stores and showrooms compared to before and this is where having an online presence will be essential.”
Want to know more? Consult our catalogue of virtual tour software to discover more products.

Methodology

The products presented in this article were selected according to the following criteria:

  • Higher search volume in the UK
  • Software offering the 360 ​° visit
  • A minimum overall score of 4 out of 5 on Capterra UK
  • Higher number of reviews in the UK
  • Offering a free version or a free trial

 

 

Stap voor stap een afhaal- en bezorgdienst beginnen voor je restaurant

bezorgdienst beginnen restaurant

Binnen de foodmarkt groeit delivery als nooit te voren. Nederlanders lieten in 2019 voor 3,8 miljard euro aan eten thuisbezorgen, een stijging van 20% ten opzichte van 2018. In 2020 zal de food deliverymarkt nog sterker groeien omdat restaurants door de komst van Covid-19 noodgedwongen hun deuren moesten sluiten. Een bezorgdienst beginnen voor je restaurant is daarom een noodzaak geworden. Bezorgen is nu een belangrijke, misschien wel de belangrijkste bron van inkomsten geworden.

Met dat in gedachten heeft Capterra een speciale gids gemaakt om je te helpen starten met het opzetten van een afhaal- en bezorgdienst voor je restaurant. Bekijk de tips hieronder!

bezorgdienst beginnen restaurant

Afhaal- en bezorgdienst beginnen voor je restaurant

Stel je voor dat een trouwe klant een pizza besteld maar er na de bestelling achter komt dat het restaurant op die dag gesloten is en er niet bezorgd kan worden – in tegenstelling tot wat de klant op Google heeft gelezen.

Bij het opzetten van een bezorgdienst moet alle informatie kloppen, anders heeft het geen zin om online bestellen bij jouw restaurant mogelijk te maken. Probeer dus met de klant mee te denken en lever wat de klant zoekt. Niet alleen het product, maar ook de service.

1. Actief communiceren met de klant

Zorg er in de eerste plaats voor dat de informatie over je bedrijf op alle bestaande kanalen actueel is. Dit is erg belangrijk voor ieder restaurant dat wil gaan thuisbezorgen. Zorg ervoor dat de volgende informatie altijd up-to-date is:

  • Openingstijden
  • Telefoonnummer, zodat klanten altijd contact kunnen opnemen
  • Hoe gaat alles in zijn werk (is het mogelijk om op locatie te eten, bezorgen of af te halen)?
  • Betaalmogelijkheden
  • Bezorgingsmodel
  • Bezorggebied

Restaurants kunnen een profiel aanmaken op Google Mijn Bedrijf. Een Google search is voor veel klanten het eerste contact dat ze hebben met jouw restaurant. Als je pas sinds kort online actief bent en je bedrijf nog niet zichtbaar is op Google, is het belangrijk de focus vooral op social media te leggen. Daarover wordt hieronder meer uitgelegd.

eten thuis laten bezorgen
Google Mijn Bedrijf search resultaat

Besteed aandacht aan de vragen van de klant over eten aan huis bezorgen

Als je eten aan huis wilt gaan bezorgen, moet je duidelijk en proactief uitleg geven over hoe de bestelling het beste geconsumeerd kan worden. Bied je bijvoorbeeld een maaltijd aan die direct moet worden geconsumeerd, of moet hij eerst worden opgewarmd? Als de maaltijd moet worden opgewarmd, mag dat dan terwijl hij nog in de verpakking zit? Adviseer de klant van tevoren en bied een optimale service.

Juist tijdens deze gezondheidscrisis is het ook belangrijk om naar de klant te communiceren welke voorzorgsmaatregelen worden genomen op het moment van delivery. Denk bijvoorbeeld aan:

  • Het dragen van een mondkapje.
  • Het houden van een veilige afstand. Leg bijvoorbeeld uit dat de bezorgers contactloos kunnen bezorgen, d.w.z de bestelling voor de deur neerleggen, aanbellen en op een afstand wachten totdat de klant de bestelling in ontvangst neemt.  Geef ook aan dat contactloos bezorgen bijvoorbeeld  gepaard gaat met online betalen. 
  • Het aanbieden van contactloze betaalmethoden (hierover straks meer).

2. Gebruik social media in je voordeel

Op social media kun je snel acties promoten, je zichtbaarheid vergroten en je online bestellingen laten groeien. Ongeacht of je bedrijf fysiek of online actief is, één ding is zeker: zet vol in op social media als je goed zichtbaar wil zijn.

Platformen als Facebook, TikTok en Instagram zijn erg visueel. Maak hier gebruik van door foto’s en video’s van je gerechten op deze platformen te plaatsen. Maak ze zo aantrekkelijk mogelijk, zodat de klant overgaat tot bestellen.

Als je alles uit deze hulpmiddelen wilt halen, gebruik dan social media marketing software om online campagnes te automatiseren en je volgers beter te leren kennen. Met de automatisch gegenereerde rapporten van de verschillende platformen krijg je informatie die weer nieuwe inzichten geven voor toekomstige acties.

Gebruik #Hastags op social media

Een andere belangrijke tip is het gebruik van hashtags in je online publicaties. Hashtags geven meer zichtbaarheid aan je posts waardoor de naamsbekendheid van je restaurant toeneemt.

Restaurant Oud-Zuid bijvoorbeeld zet een reeks relevante hashtags in hun berichten. Naast woorden met betrekking tot de stad (#amsterdam), gebruikt het bedrijf hashtags met hun buurt #oudzuid en een hastag over een van hun specialiteiten #wijn.

thuisbezorgen eten

Als je eenmaal actief bent op social media, zorg er dan voor dat je de naam van je restaurant goed promoot. Reageer altijd op reacties en beoordelingen – ook al zijn deze negatief – om betrokkenheid met de klant te behouden.

De beoordelingen die mensen op sociale platformen plaatsen zijn over het algemeen een goede graadmeter voor de service en producten die je levert. Neem deze meningen altijd serieus en kijk waar eventueel verbeterpunten zijn.

3. Bezorgen voor restaurants: het aanpassen van de menukaart

Realiseer je dat niet alles wat op de menukaart staat ook daadwerkelijk geschikt is voor bezorging. Veel gerechten lenen zich niet voor bezorging, omdat ze koud en niet meer presentabel zouden zijn als ze bij de klant zijn bezorgd. Dit komt de kwaliteit van het gerecht natuurlijk niet ten goede.

Denk na over gerechten die wel geschikt zijn voor bezorging of eventueel gerechten die panklaar worden aangeleverd bij de klant.

Als je een menukaart maakt voor de online verkoop, houd dan rekening met de volgende punten:

  • Zoek uit wat je concurrenten verkopen.
  • Bedenk producten waardoor je restaurant opvalt.
  • Houd bij welke gerechten het meest verkocht worden.
  • Ga na of deze gerechten zich lenen voor bezorging.
  • Analyseer je productiecapaciteit, zodat er geen vertragingen in de bezorgtijden optreden.

Een andere manier om ideeën te krijgen voor je menukaart is om de informatie van het systeem van je restaurant te gebruiken. Controleer welke ingrediënten je op voorraad hebt en baseer hier de nieuwe recepten op.

Als je nog geen geautomatiseerd inventarisatiesysteem hebt, is het verstandig om dit alsnog zo snel mogelijk te installeren. Als je regelmatig je inventaris controleert, heb je goed zicht op wanneer producten binnenkomen en wanneer ze over de datum gaan. Verder geeft het een goed zicht op wanneer je weer nieuwe inkopen moet doen. Zo ga je ook verspilling tegen.

Om de juiste prijzen van de gerechten te bepalen, kun je een programma voor voedingsuitgaven gebruiken waarme je eenvoudig de voedingskosten voor je recepten kunt berekenen om een winstgevende menuprijs te garanderen.

Het is welbekend dat veel consumenten financieel zijn getroffen door de coronacrisis, waardoor het de moeite waard is om je menukaart aan te passen op de portemonnee van de klant.

maaltijdbezorging

Houd altijd in gedachte dat een uitgebreid menu ook een grote voorraad vereist. Als je deze kosten niet wil dragen, zorg er dan voor dat je menu compact blijft.

4. Betaalmethoden

Des te meer betaalopties des te kleiner de kans dat een potentiële klant afhaakt omdat zijn voorkeursbetaalmethode er niet bij zit. Er zijn veel betaalmethoden mogelijk. Houd deze verschillende methoden goed in de gaten en maak gebruik van de meest innovatieve technologieën zoals QR-code betalen.

Alhoewel het ideaal zou zijn als je alle mogelijke beschikbare opties zou kunnen aanbieden, is dit door de hoge transactiekosten praktisch onmogelijk. Onderzoek daarom welke methoden jouw klanten het meeste gebruiken en welke van deze het beste passen bij je bedrijf. Merk je dat een bepaalde methode niet interessant is voor jouw doelgroep, streep deze dan weg.

Sinds de enorme stijging in thuisbezorgen vanwege corona is het gebleken dat er een voorkeur is voor online betaalmethoden, omdat er op deze manier zo min mogelijk contact is tussen de bezorger en de klant.

Hieronder een lijst met gangbare betaalmethodes bij restaurants die aan huis bezorgen:

  • Contant aan de deur (gepast of niet gepast)
  • iDEAL
  • Via creditcard (American Express/Master Card/ VISA)
  • Via PayPal
  • Pin aan huis (via een mobiel PIN-apparaat)
  • QR-code betalen
  • Bitcoin
  • Vouchers of giftcards

5. Tijd om te gaan bezorgen: eten bestelpatform of eigen website/app voor delivery?

Er zijn twee manieren om een bezorgrestaurant op te zetten: via een eten bestelplatorm of via je eigen bestel website en/of mobiele app.

Bezorgrestaurant via een eten bestelsite

De bekendste eten bestelsites zijn Deliveroo, Thuisbezorgd.nl, UberEats, Takeaway, Foodnu en Hungry. Er bestaan ook verschillende lokale eten bestelsites die een bepaald bezorggebied bedienen.

Het voordeel van een bestelplatform is dat je meteen een groot bereik hebt. Bovendien nemen zij de marketing, betalingen en bezorgingen voor hun rekening wat veel werk uit handen neemt. Het grootste probleem is dat ze kosten in rekening brengen voor het bezorgen. Deze kosten kunnen voor jouw bedrijf misschien te hoog zijn en je winstmarge verkleinen.

Wanneer je voor een eten bestelsite kiest, controleer dan het volgende:

  • In rekening gebrachte kosten
  • Leveringsdekking
  • Diensten die na de levering worden geleverd

Veel van deze toepassingen hebben speciale voorwaarden geboden om kleine en middelgrote restaurants te ondersteunen tijdens de periode van de gezondheidscrisis. Controleer welke de beste voorwaarden biedt voor jouw bedrijf, maar wees je bewust van eventueel hogere kosten in de toekomst.

Delivery opstarten via een eigen eten bestelwebsite of app

Als je een eigen online bestelwebsite opzet of een mobiele app, kun je flink besparen op commissiekosten en een meer op maat gemaakte service leveren. Je hebt dan restaurant bezorgsoftware nodig waarmee alle bestellingen eenvoudig kunnen worden verwerkt. Deze bezorgsystemen zijn gekoppeld aan je kassasysteem en zorgen bijvoorbeeld voor automatische routeplanning, urenregistratie, klantherkenning, sms-marketing en rapportage.

En nu? Bekijk onze social media marketing softwaregids om de juiste tool te vinden.

The best 4 apps for a personal trainer during the lockdown

best-apps-for-personal-trainers

If you are a personal trainer, we have some good news for you. Being in lockdown doesn’t mean that you can’t train your clients. The fitness industry has adapted to the digital world and provided personal trainers with the software to continue to coach their clients even when they are not in the gym.

best-apps-for-personal-trainer

The use of mobile phones has increased since the beginning of the lockdown, meaning that a personal trainer can leverage this fact to keep communication with their clients going outside their gyms and continue to assist them during the lockdown.

At GetApp, we have an unrivalled level of expertise when it comes to recommending personal training apps of all kinds. 

This includes apps for trainers who will want to use software for a wide range of different purposes. Of course, some are focused on the specific needs of coaches who will be used to putting their clients through a variety of exercise regimes to help them lose weight or keep fit in a safe and effective way. 

Others help with the organisational side of being a personal trainer and deal with matters like scheduling. 

Whatever you might need from an app that has been designed for the personal training market, you will be able to find it with GetApp. 

We have selected four based on the following criteria:

  • Rated 4+ stars by users on GetApp UK
  • Most number of reviews on GetApp UK
  • High search volume in the UK

1. Mindbody

This app does a lot of the administration that inevitably comes with a career of a personal trainer. You can use it to book appointments with clients, to confirm them and even to reach out to new clients who are looking for coaches and personal trainers, too. 

Mindbody allows you to set up one-off or recurring billing to suit a wide range of different business models. 

mindbody-personal-trainer-apps

  Mindbody’s main dashboard demonstrated (Source)

This app is designed to grow a business from a few clients into something altogether more sustainable. If you are the sort of personal trainer who wants software that will take care of business for you, to help you keep on top of a busy schedule without taking too much time away from training, then it is certainly worth a look at.

  • Pricing – From £119 per month
  • Devices – Suits Android, iOS and browser-based users
  • Rated – UK users rate it 4 out of 5
  • Worth knowing – No trial version is available with Mindbody

2. Acuity Scheduling

As the name of this app suggests, it is all about making appointments quickly and easily. Essentially, it allows personal trainers to book their time in front of their customers in the most efficient manner. 

Need to move something you already have booked in to accommodate a potential new client? With Acuity Scheduling, it all becomes much easier to reorganise your schedule and to notify your clients accordingly. 

acuity-best-apps-for-personal-trainer

  Acuity Scheduling main dashboard demonstrated (Source)

This app is particularly good at helping you to weed out those clients who book and then either cancel or postpone at short notice, leaving you idle. 

It will even email or send an SMS message to your clients in the run-up to their appointment with you to remind them that their session is coming up. What’s more, it will do so automatically so you won’t need to break off from your current client to do so. 

Because a lot of daily tasks are automated for you, there will be fewer emails and calls to respond to.

That said, it is very customisable so you can still organise some things in a more hands-on way if you want.

  • Pricing – From £12 (around $15) per month
  • Devices – Suits Android, iOS and browser-based users
  • Rated – UK users rate it 4.8 out of 5
  • Worth knowing – 98 per cent of users recommend Acuity Scheduling

3. My PT Hub

This is an app for personal trainers that does not take up a lot of storage space on your device because it is cloud based. 

It does a lot of the scheduling tasks that other personal trainer apps do but it also helps you to manage things like nutritional programmes for your clients, too. This is a good app for personal trainers who act more as life coaches and who take a holistic approach to their clients’ needs.

my-pt-hub-best-apps-personal-trainers

PT Hub’s display demonstrated (Source)

 My PT Hub has lots of workout templates for you to make use of, as well. This makes it useful for running sessions remotely when you cannot meet your clients face-to-face. 

The user interface relies on a drag and drop functionality which means that it is ideal for all kinds of users, even technophobes.

  • Pricing – From £17 (around $20) per month
  • Devices – Suits Android, iOS and browser-based users
  • Rated – UK users rate it 4.6 out of 5
  • Worth knowing – A free version of My PT Hub is available, albeit with limited functions

4. Trainerize

Trainerize is a professional personal training app that can be used by clients as well as trainers. In fact, this is such a usefully designed software package that gyms and leisure centres can benefit from it as well as individual personal trainers. 

Writing, saving, adapting and printing out training plans is child’s play thanks to the easy-to-follow user interface Trainerize provides. What’s more, the app helps clients to stay motivated because it shows their progress in novel ways. 

trainerize-best-apps-personal-trainer

Demonstration of Trainerize’s dashboard (Source)

It can be used to offer virtual awards, such as badges, after achieving certain targets, for example. As an app that both trainers and customers will use, it can be customised to show your logo. 

That’s an important thing to know for anyone building their brand identity.

  • Pricing – From £4 (around $5) per month for the basic plan for up to 2 clients
  • Devices – Suits Android, iOS and browser-based users
  • Rated – UK users rate it 4.6 out of 5
  • Worth knowing – All the features are offered for free up to 30 days from download
Want to know more? Check out our catalogue of Personal Training software to discover more products.

Como vender pelo Instagram e aumentar a receita da sua empresa

como vender pelo instagram

Com o incremento das vendas online, as lojas virtuais devem aproveitar todas os canais disponíveis. Para ajudar aqueles que estão iniciando um e-commerce ou querem ampliar sua estratégia nas redes sociais, reunimos dicas de como vender pelo Instagram.

como vender pelo instagram

Ficou no passado aquela época em que o Instagram era apenas uma rede social de compartilhamento de fotos com filtros. A plataforma, que surgiu em 2010, evoluiu e ganhou contornos bem diferentes daqueles do seu início. Hoje também é um importante canal de vendas para empresas de vários tamanhos, oferecendo recursos para que os varejistas possam gerar receitas, aumentar o alcance do público e fortalecer a marca através da plataforma.

Em 2019, ao anunciar o lançamento da função Checkout, que permite ao cliente finalizar e pagar a compra sem sair do aplicativo, a plataforma assumiu a sua transformação em um marketplace. Na ocasião o head de produto da empresa, Vishal Shah, equiparou o Instagram a um shopping digital, onde as pessoas podem “comprar ou estar a par das tendências ou da última moda”.

Se você ainda não sabe como vender pelo Instagram pode ser benéfico à sua marca, mostramos a relevância em cifras.

Atualmente, o Brasil é o terceiro país com maior audiência na rede social –são cerca de 82 milhões de usuários. Também vale ressaltar que uma pesquisa recente sobre o uso do Instagram no Brasil constatou que 83% dos entrevistados seguem alguma empresa ou marca na rede social.

Neste artigo, aprenda dicas infalíveis sobre como usar o Instagram para vender.

Os primeiros passos para dominar a venda pelo Instagram

Antes de criar uma conta comercial para a sua empresa, defina as suas metas. Ações em redes sociais são baseadas em relacionamento, portanto o retorno não será imediato, só chegará depois de você estabelecer uma base de fãs que interajam com o seu conteúdo e a sua marca.

No início, definir uma linguagem visual para o perfil também é imprescindível. Da mesma maneira que você dedicou tempo à criação do seu site, empenhe-se no design do seu feed (ou mural de notícias), investindo na escolha de uma boa foto de perfil, no texto da bio e na linguagem dos posts.

Depois desta primeira etapa, será o momento de publicar conteúdo. Crie boas imagens, vídeos e textos e também reserve tempo para interagir com os seguidores.

Como você deve ter notado, embora renda bons frutos, o gerenciamento de um perfil comercial no Instagram toma bastante tempo da rotina. Uma maneira de otimizar essa etapa é automatizar o processo por meio de ferramentas de marketing de redes sociais. Alinhadas ao uso de sistemas de ecommerce, que agilizam as tarefas do dia a dia da sua loja virtual, você terá um excelente ganho de eficiência.

Turbine as suas vendas usando ferramentas de automatização

Há no mercado diversas ferramentas de marketing de redes sociais que eliminam a cansativa etapa de administrar manualmente suas contas. Abaixo, listamos uma série de tarefas imprescindíveis que podem ser automatizadas com o uso de plataformas de gerenciamento de mídias sociais.

Agendamento das publicações

Se você não mantém uma frequência de publicações, então sua presença no Instagram está fadada ao fracasso. Postando sempre, os algoritmos veem uma constância e os seguidores passam a dar mais relevância ao seu negócio. Com a escolha do software correto, você agenda as suas publicações tanto do feed quanto do stories.

Criação de relatórios

O desempenho das suas ações atuais é o que pautará as seguintes. Dados como quantidade de impressões, curtidas, comentários e visualizações de vídeos podem ser facilmente extraídos por ferramentas específicas. Essas informações são essenciais para uma gestão eficiente de conteúdo.

Além do nível de engajamento, essas ferramentas permitem acompanhar o crescimento da base de seguidores –e também a quantidade de usuários que deixou de seguir a sua marca–, segmentando por faixa etária, gênero e localização.

Aumento de seguidores

Cada vez mais conquistar seguidores torna-se uma tarefa árdua, mas a notícia boa é que também existe uma solução para simplificar essa parte. Você pode contar com o auxílio de plataformas que buscam, de acordo com hashtags, localização e perfis concorrentes, possíveis seguidores para a sua marca. A ferramenta curte e segue automaticamente os usuários, deixando a cargo das pessoas seguirem ou não a sua empresa.

Respostas rápidas

Uma área que demanda eficiência é o atendimento ao cliente. Para manter a rapidez e a organização do SAC, vale a pena usar ferramentas que reúnem comentários e mensagens diretas, não só do Instagram mas de outras redes sociais, permitindo que você responda todas as interações dos seus clientes em um único lugar.

Para escolher a melhor ferramenta de automação, tenha em mente quais os objetivos da sua marca e quais são as dores de cabeça atuais que uma plataforma de gestão poderia sanar.

Dica

Empresas de maior porte podem considerar utilizar sistemas de atendimento ao cliente para resultados ainda melhores.

Como vender pelo Instagram: criando conteúdo perfeito 

Você já deve saber que o anúncio da sua marca vai competir com uma infinidade de posts na hora de conquistar a atenção do usuário. Portanto, a cada publicação, crie posts que façam as pessoas se interessarem não apenas pelo seu produto mas também pela sua marca. A seguir, veja como usar cada elemento para criar o melhor post possível.

Post com foto ou vídeos

Fotografias

Nas vendas online, as fotos do produto fazem muita diferença. Afinal, elas são o primeiro contato do cliente com a mercadoria. Por isso, invista em fotografias profissionais, sempre com atenção à iluminação.

Lembre-se da importância de manter um estilo consistente de linguagem visual. Ou seja, defina o tipo de imagem que mais tem a ver com a sua marca: se posada, com o produto em uso ou uma mistura dos dois estilos.

loja exemplo como vender pelo instagram
Loja espanhola Project Lobster é bom exemplo do uso correto de imagens (Fonte)

Vídeos

Se você optar por usar vídeos em vez de fotos, também deve produzir material profissional, mais uma vez focando na identidade visual. Aqui há vários modelos de conteúdo que podem ser explorados: how-to, vídeos de seguidores, vídeos com influencers, etc.

Dica 

Para ter materiais mais bem acabados, considere utilizar ferramentas que lhe ajudem na gravação e na edição dos vídeos.

Hashtags

As hashtags conectam o usuário ao tema que ele procura e, além de divulgar o seu post, fazem com que você conquiste novos seguidores. Se você tem uma marca de decoração, mais do que usar hashtags generalistas como #decoração, #homedecor ou #móvel na hora de anunciar seus produtos, priorize as específicas, como #tapeteestampado, #tapeteparasala, #tapetemoderno.

Tags nos produtos

Por meio do Instagram Shopping, o Instagram lançou a opção de taguear os produtos para melhorar a experiência de compra, mostrando quais mercadorias estão disponíveis e as informações sobre elas. Ao usuário, basta clicar no produto, que será redirecionado para finalizar a compra. Se vai vender online, não deixe de usar esse recurso.

Stories

Contar histórias

O Stories permite publicar uma sequência de imagens que ficam disponíveis por 24 horas. Com a ferramenta, a dica é contar uma história a partir de técnicas de storytelling, levando o público a uma jornada e despertando emoções.

exemplo loja como vender pelo instagram
Stories são ótima forma de atrair atenção do cliente (Fonte)

Links

Os anúncios nos Stories, além de gifs e outras imagens animadas, permitem que você adicione um link, que redireciona o usuário a outra página. Portanto, sempre que publicar um anúncio, não se esqueça de colocar um link.

Transmissões ao vivo

As conhecidas lives são uma excelente maneira para chamar a atenção dos seguidores. Você pode fazer uma live mostrando os bastidores da sua operação ou montar uma campanha de lançamento que inclua a participação de um influencer. O uso dessa funcionalidade torna a sua marca mais humana perante o público.

Confira dicas de outras programas para fazer live.

Direct

O Instagram Direct é o recurso da ferramenta para troca de mensagens privada. Na sua estratégia de venda pelo Instagram, você pode usá-lo para responder dúvidas sobre os produtos, além de oferecer suporte na finalização de compras ou rastreio de entregas.

passo a passo como vender pelo instagram

Quer saber mais sobre como vender pelo Instagram? Confira nossa lista de sistemas de e-commerce.

Dicas para vender na internet e driblar a crise

vender na internet

vender na internet

Talvez nenhum guru do varejo que fazia previsões sobre a digitalização das pequenas e médias empresas jamais imaginaria que a guinada online chegaria assim subitamente, causada por uma crise sanitária.

Muitos negócios que deixavam a inserção digital para amanhã viram-se obrigados a vender na internet para manter sua operação não só ativa, mas principalmente rentável. Foi assim que um projeto do futuro se transformou em uma necessidade do agora.

A estimativa é que, com o confinamento, o e-commerce no Brasil tenha faturado um montante de R$ 9,4 bilhões no mês de abril –o que representa um crescimento de 81% em relação a abril de 2019–, segundo pesquisa da empresa de inteligência de mercado Compre&Confie.

E não só quem estava atrás do balcão se viu obrigado a se lançar na digitalização. Para muitos consumidores, resistentes ou indiferentes ao comércio online, foi o momento de pegar o cartão de crédito e finalizar a aquisição por um botão, sem o sorridente balconista entregando a sacola de compras no final.

Segundo dados de pesquisa recente da Kantar Ibope Media, 34% das pessoas passaram a comprar mais online desde início da pandemia (em pesquisa anterior eram 19%). Algumas das categorias mais procuradas pelos consumidores foram saúde, beleza, instrumentos musicais, pet shop e esporte.

Assim como é momento de mudar os hábitos de consumo, também é hora de olhar para as oportunidades, abraçá-las e apostar o mais rápido possível na venda online.

“Se a vida lhe der limões…

…faça uma limonada”. E venda.

Nunca esse ditado popular fez tanto sentido! Antes de devorar todas as dicas para e-commerce, o ideal é se estruturar nos bastidores para colher um excelente desempenho nessa empreitada.

Para organizar a sua operação e o trabalho em equipe, considere melhorar a qualidade do trabalho remoto. Uma pesquisa recente do Capterra constatou que, para 55% dos trabalhadores de PMEs hoje em home office, trabalhar em casa não era uma prática antes da pandemia, portanto muitas dificuldades podem surgir.

As empresas que são novas neste terreno devem introduzir tecnologias que permitam ter uma rotina laboral mais organizada. Isso inclui usar opções de softwares para melhorar a comunicação em equipe, a produtividade e o atendimento ao cliente.

Depois dessa primeira estruturação, para vender na internet você deve olhar profundamente o seu negócio para identificar os principais produtos que atendem as necessidades do consumidor nesse momento.

Por exemplo, imagine que seu negócio vende artigos para esporte. As academias estarão fechadas nos próximos dias ou com quantidade reduzida de frequentadores. Mesmo que estivessem em funcionamento normal, muitos clientes estariam com receio de frequentá-las. O jeito do consumidor continuar ativo é comprar equipamento e malhar na sala de casa!

Se você comercializa pesos que são usados em exercícios domésticos, coloque este tipo de produto como carro-chefe da sua operação online. Além de destacar na home do seu site, considere descontos, frete grátis e outras ações que sejam convenientes para a sua loja e para o consumidor.

Após essas primeiras ações, saiba a seguir como organizar cada etapa da sua futura loja virtual.

Confira também nosso artigo sobre como vender pelo Instagram.

Vender na internet: como estruturar cada setor da operação online

Seja uma loja física com anos de estrada ou uma ideia de e-commerce que acabou de sair do papel, o caminho é o mesmo: adaptar os bastidores ao mesmo tempo que se constrói a estrutura online.

Decorando a sua vitrine virtual

O passo a passo para montar uma loja virtual parece complexo à primeira vista, mas você não precisa sofrer com essa parte se não tiver nenhum conhecimento de programação.

Existem três maneiras para iniciar a criação da sua página de e-commerce, basta escolher aquela que mais se encaixa à sua necessidade:

dicas iniciar página

Vender na internet é diferente de vender no espaço físico, portanto lembre-se que todas páginas devem ser desenvolvidas pensando na experiência do cliente, ou seja, muito cuidado ao escolher as imagens e o conteúdo, pois eles guiarão o consumidor durante a jornada de compra.

Gestão do inventário: os bastidores são protagonistas

A quantidade das suas vendas não está ligada somente à promoção dos produtos, mas também ao controle do estoque. Se você tem problemas na organização do seu inventário, um produto que tem boa saída pode ficar em falta quando seu cliente mais o quiser –e isso é péssimo para sua lucratividade e para a imagem da sua marca.

O mesmo vale para a logística, já que a qualidade da entrega não está associada somente à capacidade do seu parceiro logístico entregar no prazo. Se você demora para despachar os pedidos por interferência do estoque, o resultado será aumento de reclamações e clientes extremamente frustrados.

É comum ver PMEs que optam por vender na internet com um grande problema: a limitação do espaço de estoque. Se for o seu caso, o ideal é escolher um modelo de reposição que se adeque ao seu espaço. Considere implantar a reposição contínua, em que se aumenta a frequência da aquisição de mercadorias e, ao mesmo tempo, se reduz a sua estocagem.

Usar tecnologia também é essencial para ter uma boa gestão de estoque. Com essas ferramentas, você monitora a quantidade de produtos e mantém o inventário atualizado constantemente e em tempo real.

Dica

Quando não há nenhum método que ajude a melhorar a disposição do seu estoque, então considere alugar um espaço em empresas de self storage. Elas possuem galpões e oferecem a possibilidade de aluguel de acordo com as suas necessidades mediante uma mensalidade. Além de cuidar da infraestrutura do espaço, essas empresas se encarregam também da segurança.

Em momentos de crise sanitária, como a do coronavírus, você tem de tomar algumas medidas de precaução e higienização. Há funcionários trabalhando na área? Então estabeleça que eles troquem de roupa assim que entrarem no galpão e forneça materiais de proteção, como luvas, máscaras e álcool em gel. Também determine a higienização dos produtos com álcool com concentração 70% antes de cada envio.

Tenha em mente que o medo de contaminação é uma das preocupações dos consumidores ao comprar online, segundo uma pesquisa do Google.

Estabeleça uma comunicação genuína com o cliente

A interação com o seu cliente deve ser realizada segundo o tom de voz da sua marca: descontraído, sério, informativo, etc. Cabe a você determinar qual a essência da sua marca em relação à comunicação, que deve ser refletida em todos os setores: do serviço de atendimento ao cliente (SAC) ao anúncio de promoções.

É importante que seu negócio assuma um posicionamento genuíno, autêntico e transparente. Afinal, as pessoas querem se conectar às empresas com as quais se identificam em relação aos valores.

Durante o período de isolamento social, algumas marcas promoveram o movimento de apoio ao pequeno negócio, já outras focaram em destinar uma porcentagem de vendas a instituições carentes. Tudo depende de se identificar com uma causa e se envolver com ela.

vender na internet loja roupas
A Laboratório Fantasma destinou parte do faturamento a comunidades carentes (Fonte)

Em diferentes ocasiões a sua empresa vai ter que tocar no assunto coronavírus enquanto ele continuar rondando nossa sociedade, então tente ser relevante e trazer novidades. Sua marca tem o poder de fazer diferença na vida das pessoas e marcá-las com o seu posicionamento.

dicas comunicação genuina

Fique atento para não errar na comunicação. Os consumidores estão de olho nas ações das empresas e não hesitam em expor ou viralizar comportamentos que são incongruentes com o que o momento demanda –e isso pode gerar prejuízos incalculáveis. Por isso, vale a pena considerar a criação de um plano de comunicação para crises.   

Trabalhe diversos canais de contato

Assim como uma loja física não seria bem-sucedida sem banners ou folhetos de divulgação, uma loja online não sobreviveria sem posts em redes sociais. Você quer que dê certo sua empreitada de vender na internet, certo? Então, se você não pensava em ter ou nunca se engajou em alimentar as mídias do seu negócio, agora mais do que nunca tem de focar nelas.

Os brasileiros passam cerca de 150 minutos por dia em redes sociais, e esse número só deve crescer com as pessoas passando mais tempo em casa. Além disso,  os hábitos adquiridos agora continuarão pelos próximos meses, já que é sabido que a distância social vai ser algo com que iremos conviver por um tempo.

A sua empresa deve estar presente em todos as mídias que puder: Instagram, Twitter, Facebook, WhatsApp, Google Meu Negócio, etc. Esses canais permitem promocionar produtos, serviços e a sua marca, divulgar descontos, engajar-se e manter relacionamento com seus clientes e compartilhar informações e novidades sobre sua empresa.

dicas para ecommerce atendimento
Exemplo de negócio com informações atualizadas no Google (Fonte)

Uma prática bastante comum no e-commerce é publicar fotos ou vídeos dos bastidores da operação. Atualmente, as pessoas estão preocupadas com saúde e higienização, portanto, se for mostrar os bastidores, lembre-se de postar as boas práticas e ressaltar o que está fazendo para prevenir a transmissão do coronavírus.

Durante a rotina de gestão de um e-commerce, pode ser que lhe falte tempo para administrar as mídias sociais. É possível automatizar a tarefa com softwares de gerenciamento de redes sociais com funcionalidades diversas, como para a criação de um calendário editorial, automatização das publicações e centralização do atendimento ao cliente. Assim não há mais desculpas para não se aventurar pelas redes sociais.

O bom relacionamento com fornecedores

Contar com fornecedores de confiança é evitar uma dor de cabeça na sua operação. Quando você possui bons parceiros comerciais, isso influenciará diretamente na percepção do consumidor sobre a sua marca, seja pela qualidade dos produtos, seja por sempre tê-los em estoque prontos para enviar.

Na hora de estabelecer sua lista de fornecedores, vale a pena levar em conta os seguintes pontos: 

  • Buscar preços justos sem deixar de se preocupar com a qualidade do produto.
  • Analisar a agilidade do fornecedor na entrega de mercadorias.
  • Verificar a existência de certificações e se segue normas de segurança.
  • Definir exigências que devem ser cumpridas pelas partes.
  • Manter uma relação cordial que lhe dê abertura para negociações quando for preciso.

Em casos excepcionais, como a crise atual, alguns produtos aumentam repentinamente de valor por causa da grande demanda. Mais do que nunca você terá de negociar. Uma dica: sugira aumentar o volume, enquanto o fornecedor, em troca, mantém o preço.

No caso de dificuldades financeiras, renegocie dívidas e pagamentos de forma que se estabeleça condições justas para as duas partes. Durante esses períodos, fica ainda mais evidente a necessidade de se construir uma relação duradoura, confiável e respeitosa com fornecedores.

Métodos de pagamento: opte pela versatilidade

A pandemia deve pegar em cheio no bolso dos consumidores. As altas taxas de desemprego somadas à diminuição do poder de compra serão realidade para muitas pessoas. Pensando nisso, por que não focar em pequenas ações que possam ajudar o seu cliente a continuar consumindo?

Ao vender na internet, é possível implantar um sistema de pagamento que oferece diversos métodos para que o cliente possa escolher o que lhe convém, como cartão de crédito, boleto, PayPal, transferência online, dinheiro vivo, etc.

Segundo pesquisa do Capterra, a forma de pagamento mais usada no e-commerce é o cartão de crédito, seguido pelo boleto bancário.

Não deixe passar nenhum método se puder oferecê-lo, já que isso aumentará a quantidade de pessoas que a sua loja online poderá atender. Também seja flexível e ofereça condições especiais ou prazos de pagamento mais longos, se possível.

Tenha a melhor logística ao vender na internet

A logística é, ao mesmo tempo, um ponto central e sensível dos e-commerces. Afinal, o atraso na entrega de produtos é um dos principais motivos de reclamações de clientes que compram online. Mas como fazer para ter uma boa logística quando a execução da tarefa foge da sua alçada?

O primeiro passo é encontrar um bom parceiro logístico. Antes de assinar um contrato com o operador logístico, analise sua área de abrangência, a condição da frota de veículos e a taxa de entregas no prazo (SLA de entrega). Esses pontos determinarão a qualidade de serviço que ele oferece.

Outra maneira de melhorar a performance na área logística é automatizar o departamento. O uso de softwares de logística ou softwares de gestão de entregas ajudam no rastreamento das entregas, no cálculo do frete, na organização do armazém e na impressão de etiquetas. Também vale a pena olhar as boas práticas da empresa em questão de higienização e cuidado com seus colaboradores.

Muitas lojas online têm recorrido às plataformas de delivery para suprir a necessidade logística do momento. O uso dessas plataformas costuma compensar se você é um restaurante ou um negócio que vende artigos pequenos.

Além de perder o controle do processo, muitas zonas não são atendidas por esses aplicativos, o que restringe o potencial das suas entregas. De qualquer forma, caso opte por trabalhar com elas, procure uma empresa que tenha taxas competitivas e que dão importância à segurança dos entregadores.

Dicas para e-commerce: inspire-se com essas 3 ações 

Agora que você já tem em mãos todas dicas para e-commerce, confira esta seleção de cases do comércio eletrônico para se inspirar e criar ações na sua loja virtual durante o período de pandemia.

Basico.com

O e-commerce Basico.com colocou no rodapé do seu site uma mensagem fixa para informar as ações da loja durante a pandemia. Aumento do prazo de trocas e frete grátis para zonas específicas foram algumas das medidas implantadas neste período.

No mesmo comunicado, a marca pediu às pessoas para darem prioridade ao contato via e-mail com objetivo de ter um melhor fluxo de comunicação com os clientes. 

vender pela internet ecommerce
Comunicado na página da loja online de roupas Basico.com (Fonte)

Nutritienda

Com presença em vários países da Europa, o e-commerce de suprimentos Nutritienda lançou uma campanha de marketing focada no “desconfinamento”, promovendo produtos relevantes para o momento, especialmente considerando o início do verão europeu. É isso: pensar em ações para cada etapa do que estamos vivendo.

vender na internet nutritienda
Campanha da Nutritienda mostra a importância de adaptar-se ao momento (Fonte)

Petco

O bem-estar do seu animal é uma preocupação dos que têm mascotes durante a pandemia. Conhecendo seu público, a Petco, rede norte-americana de petshops, criou uma página exclusiva para trazer informações relevantes para manter os animais saudáveis nesse período, geralmente respondida por especialistas.

vender online duvida consumidores
Petco que ajudar clientes a manter os animais saudáveis durante a quarentena (Fonte)

 

Quer saber mais sobre e-commerce? Confira nossa lista com de sistemas de e-commerce para descobrir mais produtos.

25 software deals to help Australian businesses with remote work

header remote work coronavirus

Across the globe, governments are responding to COVID-19 by suggesting people practice social-distancing and self-isolation. For businesses, this means allowing their employees to carry out remote work and revising their offerings. We’ve gathered a list of software deals from providers who are adjusting their prices to help businesses get through these turbulent times. 

header remote work coronavirus

To be included in this article:

  1. The licensing change or product pricing must be an adaption brought about by the COVID-19 pandemic.
  2. The product pricing or licensing change must be accessible to a broad population of users (such as existing clients and new business clients). 

Changes limited to specific industry or profession (e.g. healthcare professionals) were not considered for this list.

Software deals updated April 27th, 2020.

Web Conferencing Software

1. Cisco Webex Meetings

Cisco has expanded the capabilities of its Webex Meetings software. This now extends to all countries that have access to the platform, and not just to those impacted by the Coronavirus.

Previous offering

With prices starting at US$13.95 per month, Cisco Webex Meetings offered a free version of its software and a free trial.

Updated offering

Cisco has updated its Webex capabilities for its free version and in the countries it serves. The additional features are: 

  • Unlimited use; no restrictions on time 
  • As many as 100 meeting participants
  • Dial-in now available (in addition to the current VoIP provision).

Cisco is offering free 90-day licenses to companies that are new to sign up to Webex. 

More info

2. GoToMeeting

GoToMeeting connects people from far and wide and is responding to the Coronavirus challenge. The company is amending its offering to enable customers to use its tools more flexibly. 

Previous offering

Subscriptions started from US$12.00 a month.

Updated offering

Customers who currently subscribe to LogMeIn can now access collaboration tools, including GoToMeeting and GoToWebinar. Initially, this is for up to three months at no extra charge on a current subscription. GoToMeeting is also implementing extra support, help and guidance for users of its tools.

More info

3. Google Meet

Google is offering free access for its video conferencing platform, Meet, for all G Suite customers.

Previous offering

To have access to the premium features, users needed an enterprise version of the G Suite. Prices were set at AUD$34 per user, per month.

Updated offering

Google is providing its Meet premium features for free to all users until September 30. This includes up to 250 participants in a call, live streaming for 100,000 viewers within a domain, as well as a function to record meetings and save these to Google Drive.

More info

4. Microsoft Teams

Microsoft Teams is offering a free six-month trial to its premium collaboration tool subscription.

Previous offering

Prices were set at US$12.50 per user, per month. There was also a free version of Microsoft Teams and a free trial of the paid-for version.

Updated offering

Now, Microsoft teams is giving users a free six-month trial of its Premium Version to help individuals to collaborate with their colleagues and business partners.

More info 

5. Livestorm

Livestorm is offering free and unlimited use of its remote video meeting solution and discounts for its webinar solution.

Previous offering

For unlimited meetings, users had to pay US$31 per host, per month. For unlimited webinars, the price was US$99 per host, per month.

Updated offering

Livestorm Meet will be free for the duration of the pandemic with the promotional code MEETFR100. Livestorm Webinar is being offered with a 20% discount for 6 months with the coupon code WEBINARFR20.

More info

6. StarLeaf

StarLeaf is offering a free version of its video conferencing tool to all users.

Previous offering

Prices are available only per request on their site.

Updated offering

The free version of the software is available for users in all locations and across all devices. The company also launched a new remote working hub.

More info

7. 3CX

The Standard version of 3CX will be free for 3 years for unlimited users.

Previous offering

Standard license pricing started at €346 (around AUD$580) per year.

Updated offering

In response to Covid-19, the company is offering the Standard license for free for the first 3 years. 3CX includes web conferencing and live chat features, as well as mobile apps for workers to collaborate while working remotely.

More info 

conference remote work software deals 2020
Web conferencing solutions offering software deals.

Video Editing Software

8. Brightcove Video Platform

For a period of 90 days and to minimise the disruption businesses will face due to the Coronavirus, Brightcove is granting customers 50 hours of free HD Live Streaming. 

Previous offering

Although pricing is not immediately available on the company’s website, Brightcove did charge a fee for its products and services.

Updated offering

Brightcove’s current free collaboration tools on offer will assist users and businesses as a temporary measure in the light of the Coronavirus pandemic. Its SMB collaboration software is now available to users who sign up to Brightcove Live.

More info

9. Loom

Loom is offering additional features and functionality during the world health crisis faced by individuals and businesses.

Previous offering

Loom’s offerings started at US$10 per user per month for the Pro plan, with a free Basic plan.

Updated offering

As a temporary measure up to 1 July 2020, Loom’s video messaging platform will now remove the recording limit for users on the Basic plan. As an additional step, Loom has halved the cost of its Pro version to US$5 per month. A free trial of Loom Pro will increase from 14 days to 30 days.

More info 

video remote work software deals 2020
Software deals for video editing/recording platforms.

Collaboration

10. Zoho remotely

Zoho Remotely is a complete suite of web and mobile apps designed to help teams communicate, collaborate and be productive when working remotely.

Previous offering

None. This is a new offering that was created because of the coronavirus.

Updated offering

Zoho Remotely is a suite of web and mobile apps that will help you with communication, collaboration and productivity. Remotely will remain free till July 1, 2020.

More info 

11. Box

As a provider of collaboration tools, Box is now offering a free version of its software for SMBs to help users to tackle the work demands caused by the Coronavirus.

Previous offering

Box business plans started at US€12.82 per user, per month. 

Updated offering

Box is offering a three-month free trial of its SMB collaboration software platform. 

More info

12. Wrike

Wrike is offering a free 6-month trial of Wrike Professional to help remote workers keep productive.

Previous offering

Prices for the professional version, with full project planning and collaboration features, were at US$9.80 per user, per month.

Updated offering

Until April 30, users can sign up for a free 6-month trial.

More info

13. Klaxoon

Klaxoon is offering a free trial period of its collaborative apps suite.

Previous offering

Prices are not available on the company’s website.

Updated offering

Klaxoon’s collaborative tools will be free for 90 days with no usage limit.

More info

collaboration remote work software deals 2020
Price adaptions on collaboration software.

Remote work support software

14. Instant Housecall

Instant Housecall is offering free sub-accounts in response to the Coronavirus pandemic.

Previous offering

Instant Housecall prices started at US$29.00 per user per month.

Updated offering

The company has said that this offer will run until the World Health Organization (WHO) declares that the pandemic is over. Thereafter, all plans return to their previous status.

More info

15. SolarWinds Take Control

SolarWinds now offers an extended free-trial period of its standalone remote support solution.

Previous offering

Prices started at US$19 per month.

Updated offering

SolarWinds Take Control Plus is now being offered free of charge for 90 days to businesses that request access before June 30. The number of end-user accounts provided with Take Control Plus has also been increased, from 10 accounts to 35.

More info

support remote work software deals 2020
Offers on remote support software.

Network security

16. Cloudflare

Cloudflare offers security to small businesses and has updated its service to provide free enterprise-grade features to small businesses.

Previous offering

Cloudflare business plans were priced at US$200 per month.

Updated offering

Up until 1 September 2020, Cloudflare is waiving its monthly fee, with up to 500 free seats on Cloudflare for Teams. There is no commitment after this date. The company is also providing free 30-minute onboarding sessions with its technical team.

More info

17. SentinelOne

SentinelOne CORE and rapid deployment services are being offered free of charge.

Previous offering

Prices are not informed on the company’s webpage.

Updated offering

For enterprises with immediate work-from-home needs, the company is offering their  SentinelOne CORE and rapid deployment services free of charge until May 15th.

More info 

18. Sumo Logic

Sumo Logic extended the free trial of its work-from-home application package.

Previous offering

Prices started at US$99 per month, billed annually, with a 30-day free trial.

Updated offering

Now, users will be able to try the platform for free for 90 days.

More info

network remote work software deals 2020
Network security software deals.

Password management

19. 1Password

1Password is lifting its trial period in response to the Coronavirus.

Previous offering

1Password did not offer a free plan. Plans for the Business version started from US$7.99 per user, per month and US$3.99 per user, per month for the Teams version.

Updated offering

With immediate effect, 1Password Business and Teams is extending its 30-day free trial period to 6 months.

More info

20. Dashlane Business

The first 3 months of the Premium and Business subscriptions of Dashlane are now free for new users.

Previous offering

Prices for Dashlane Business were at US$4 per user per month and at US$3.33 per user for Dashlane Premium, per month (for both, billed annually).

Updated offering

Dashlane Business is now waiving the first 3 months of Dashlane Premium subscriptions for new individuals and Dashlane Business for corporate accounts.

More info

CRM software

21. Bitrix24

Bitrix24 is offering unlimited users in its free version of the company’s collaboration tools.

Previous offering

Bitrix imposed a restriction of 12 users on the free version and plans started from US$19 per month for 2 users.

Updated offering

Bitrix24 is now lifting the 12-user restriction on its free accounts and the number of users is unlimited. Any changes to this will be made with at least 30 days’ notice, so customers have enough time to save their data.

More info

Call Centre Software

22. CallHippo

Callhippo is a Voice over Internet Protocol (VoIP) solution.

Previous offering

Callhippo was US$10 per user, per month.

Updated offering

The CallHippo Bronze Plan is being offered on a two-month free trial.

Social Media Management Tools

23. Hootsuite

Hootsuite is offering its basic plan (for 1 user and 10 social profiles) for free in response to the pandemic.

Previous offering

Plans started at US$19.99 per month, billed annually.

Updated offering

Hootsuite Professional plan tools will be free until July 1st for SMEs and nonprofits.

More info 

Graphic Design Software

24.Affinity Designer

Affinity is offering its Affinity Designer for free along with other tools.

Previous offering

Prices of the Affinity Designer started at £23 (around AUD$44) per month.

Updated offering

Serif has introduced a 90-day free trial until 20 May for their Affinity Suite, which includes Affinity Designer. Users will benefit from a 50% discount to also have it for iPad. The suite includes professional creative software spanning photo editing, graphic design and publishing.

More info

Contract Management Software

25. ContractNow

ContractNow, software that allows companies to centralise contracts and execute new agreements with integrated e-signature, is being offered for free.

Previous offering

Prices are not informed on the company website.

Updated offering

As a response to the pandemic, ContractNow will be free of charge until 1st September.

More info

one solution remote work software deals 2020

 

Looking for collaboration software? Check out Capterra’s list of the best collaboration software solutions.

5 programas de atendimento via chat gratuitos

atendimento via chat

atendimento via chat

A demanda por programas de atendimento via chat está em alta. Não acredita? 

Observe esses dados:

A última edição do CXTrends, estudo anual sobre experiência do cliente no Brasil realizado pela Octadesk, aponta que 42% das empresas utilizam chats de atendimento para falar com os usuários.

Ainda segundo a pesquisa, 11% dos entrevistados afirmam adotar chatbots.

Acompanhar essa demanda não precisa representar custos para a sua empresa, já que existem diversas boas opções de software que oferecem a função com versões gratuitas.

5 programas grátis de atendimento via chat

Analisamos quase 300 softwares de chat de atendimento do diretório do Capterra para chegar a uma lista com as cinco principais ferramentas gratuitas, baseada nas avaliações de usuários do ano passado.

Para cada um dos programas, você verá os prós e os contras, o valor do upgrade e para qual público o software é mais adequado. A metodologia completa está disponível no final do texto.

Os programas:


1. Chaport

O Chatport é  um programa de atendimento via chat com uma interface limpa e moderna. Diversas avaliações do Capterra destacam a facilidade de uso e de instalação do software.

A versão grátis vem com chats, histórico de bate-papo, agentes registrados e sites ilimitados, tornando-o um dos planos gratuitos mais generosos da lista. Apesar de você poder registrar um número ilimitado de agentes, o plano sem custo limita o uso simultâneo online a apenas cinco.

Prós:

Permite até cinco agentes simultâneos no plano gratuito (e agentes registrados ilimitados no geral), uma das quotas mais altas desta lista. O plano gratuito também inclui recursos como bate-papos em grupo, mensagens offline e relatórios básicos.

 Contras:

Alguns recursos, como envio de arquivos e integração com outros sistemas, estão disponíveis apenas para os assinantes pagos.

Valor do upgrade: A atualização para o plano “Pro” custa US$ 9,80 (cerca de R$ 50) por agente, por mês, em assinaturas anuais. O valor sobe para US$ 14 (cerca de R$ 73) para assinaturas mensais.

Aplicativos para celular: Android, iOS

Mais adequado para: Pequenas empresas com volume de chats alto o suficiente para precisar de alguns agentes simultâneos.

tela Chaport
Customização da aparência no Chaport, que permite cinco agentes simultâneos (Fonte)

2. Chatra

O Chatra é um software de atendimento via chat que permite conversas simultâneas ilimitadas em vários sites, mesmo no plano gratuito. Os usuários de todos os planos podem aproveitar recursos como mensagens offline, histórico completo de bate-papo e anotações do chat. A principal desvantagem é que o Chatra permite apenas uma conta de agente no plano grátis.

Segundo as avaliações do Capterra, o Chatra é intuitivo e fácil de usar.

Prós:

O plano gratuito oferece vários recursos avançados, incluindo transcrições de conversas por e-mail, acesso à API do programa e integração com Google Analytics.

Contras:

Usuários do plano gratuito podem usar apenas uma conta de agente e têm vários recursos restritos, como bate-papos proativos, transferência de arquivos e algumas integrações.

Valor do upgrade: A versão paga do Chatra custa US$ 15 (cerca de R$ 78) por agente, por mês, para assinaturas anuais. Esse valor sobe para US$ 19 (cerca de R$ 100) na opção de pagamento mensal.

Aplicativos para celular: Android, iOS

Mais adequado para: Pequenas empresas ou autônomos que precisam de apenas um agente conversando ao vivo por vez.

tela Chatra
Fila de bate-papo do Chatra, que permite apenas uma conta de agente grátis (Fonte)

3. Pure Chat

O Pure Chat conta com chats ilimitados e histórico de conversas para todos os usuários. A versão grátis também inclui todas as integrações, respostas predeterminadas, ações baseadas em gatilhos e transferências de arquivos, recursos que outros fornecedores geralmente limitam a assinantes pagos. O plano gratuito inclui até três agentes.

Segundo as avaliações do Capterra, o Pure Chat é fácil de instalar e de usar.

Prós:

A versão grátis inclui vários recursos que são pagos em outros fornecedores, como personalização avançada do widget (o botão de atendimento) de bate-papo e transferência de arquivos. O plano gratuito também inclui integrações diretas com Google Analytics, HubSpot, Infusionsoft e Axosoft, além de muitos outros aplicativos por meio do Zapier.

Contras:

O Pure Chat permite apenas três agentes e um site no plano gratuito.

Valor do upgrade: As atualizações são baseadas em recursos adicionais e no número de sites ou agentes. As duas atualizações de pacotes disponíveis custam US$ 39 (cerca de R$ 204) e US$ 79 (cerca de R$ 412) por mês e incluem quatro e dez agentes, respectivamente. Agentes adicionais custam US$ 13 (cerca de R$ 68) a mais por mês no plano “Growth” e US$ 8 (cerca de R$ 42), no plano “Pro”. Esses valores aumentam se o pagamento for feito mensalmente.

Aplicativos para celular: Android, iOS

Mais adequado para: Pequenas empresas que desejam integrar a solução de chat online com um software pré-existente.

tela Pure Chat
Painel do Pure Chat, que inclui três agentes e um site no plano gratuito (Fonte)

4. tawk.to

O tawk.to se destaca dos outros programas desta lista por seu modelo de negócios diferenciado e sua oferta de serviços.

O programa não limita nenhum recurso aos assinantes gratuitos. Em vez disso, oferece seus próprios agentes a partir de US$ 1 (cerca de R$ 5) por hora aos assinantes interessados. Essa pode ser uma ótima opção para pequenas empresas cujas demandas de agentes são flutuantes e que desejam complementar ou terceirizar a equipe.

Segundo o tawk.to, seus agentes são capazes de responder a perguntas de várias empresas ao mesmo tempo. Dessa forma, você estaria basicamente compartilhando o custo da contratação de um agente da ferramenta com outras empresas que também usam seus serviços.

Prós:

Como o tawk.to opera com um modelo de negócios de contratação de agentes, os usuários do plano gratuito têm acesso a todos os recursos “premium” que muitos outros fornecedores oferecem apenas aos assinantes pagos, incluindo ações automatizadas, prévia de mensagens dos clientes e respostas predeterminadas.

 Contras:

Para alguns dos usuários do Capterra, a interface de usuário e o desenho dos widgets poderiam ser melhores.

Valor do upgrade: Não há versão paga. A opção existente é a de contratar agentes a partir de US$ 1 (cerca de R$ 5) por hora.

Aplicativos para celular: Android, iOS

Mais adequado para: Pequenas e médias empresas que precisam de recursos avançados de chat online e/ou necessitam agentes terceirizados.

tela Tawkto
Painel do tawk.to, que tem um modelo de negócios de contratação de agentes (Fonte)

5. Userlike

O Userlike é um software de atendimento via chat com uma interface limpa e moderna. A versão grátis vem apenas com um agente e um widget de bate-papo, o que significa que existe somente uma configuração da janela de bate-papo para o seu site. No entanto, o plano gratuito oferece chats ilimitados.

Para os usuários do Capterra, o Userlike é fácil de instalar e de usar.

Prós:

A versão grátis do Userlike vem com chats ilimitados.

Contras:

O Userlike não tem aplicativos para celular, a versão gratuita inclui apenas um agente e o programa não oferece integrações.

Valor do upgrade: A assinatura anual custa US$ 29 (cerca de R$ 151) por mês para três usuários e widgets, US$ 99 (cerca R$ 516) por mês para cinco usuários e widgets e US$ 299 (cerca de R$ 1.560) por mês para 10 usuários e widgets. Cada plano inclui seu próprio pacote de recursos.

Aplicativos para celular: Não há.

Mais adequado para: Pequenas empresas ou autônomos que precisam de apenas um agente e um software básico.

tela Userlike
Janelas do agente e do cliente no Userlike, que não oferece versão mobile (Fonte)

Confira um resumo das informações sobre as ferramentas:

tabela atendimento via chat


Quer ver mais opções de softwares de atendimento via chat?

 

Visite nosso diretório


Metodologia

Para este artigo, foram avaliados programas do diretório de softwares de chat de atendimento do Capterra para determinar se ofereciam uma versão gratuita e se atendiam aos critérios de inclusão desta lista. 

Programa gratuito

Para este artigo, um programa foi classificado como gratuito se:

  • oferecia uma versão gratuita e independente do software;
  • não se tratava de uma versão de avaliação que condiciona a continuidade do uso após um período de tempo limitado à aquisição do software.

Critérios

Após o software ser classificado como gratuito, ele deveria cumprir os seguintes critérios:

  • Ter tido pelo menos dez avaliações publicadas no site do Capterra no ano passado;
  • Atender à definição de software de chat de atendimento do Capterra.

 

O que é um software de chat de atendimento?

Foram avaliados produtos verificados gratuitos com pelo menos dez avaliações recentes em relação à seguinte definição de software de chat de atendimento:

Softwares de chat de atendimento permite que as empresas conversem com os clientes em tempo real dentro do seu site. Seu uso é predominantemente para suporte, embora também esteja se expandindo de forma rápida para o uso de equipes de vendas e marketing a fim de ajudar a impulsionar o envolvimento do cliente.

Verificamos os recursos básicos de chat ao vivo e a adequação à categoria. Os programas foram classificados como software de bate-papo ao vivo caso contivessem o seguinte recurso principal:

  • Bate-papo em tempo real voltado para o consumidor: um widget de bate-papo que possa ser incorporado em um site, geralmente usando HTML, e que fornece um chat ao vivo de suporte voltado ao consumidor ou vendas entre clientes e agentes.

As melhores soluções

Depois de chegar a uma lista de softwares gratuitos verificados que atendiam aos critérios de inclusão acima, foram selecionados os cinco melhores com base na avaliação geral do Capterra do ano passado.

Isenção de responsabilidade

As partes do conteúdo deste artigo que fornecem opiniões e pontos de vista expressos pelos usuários não representam as opiniões do Capterra.