{"id":1669,"date":"2017-07-05T06:00:08","date_gmt":"2017-07-05T13:00:08","guid":{"rendered":"https:\/\/membermouse.com\/?p=1669"},"modified":"2026-06-16T14:05:41","modified_gmt":"2026-06-16T18:05:41","slug":"a-maneira-mais-rapida-de-responder-as-perguntas-dos-membros-sem-ficar-sobrecarregado","status":"publish","type":"post","link":"https:\/\/membermouse.com\/pt\/membership\/the-quickest-way-to-answer-member-questions-without-being-overwhelmed\/","title":{"rendered":"A maneira mais r\u00e1pida de responder \u00e0s perguntas dos membros (sem ficar sobrecarregado)"},"content":{"rendered":"There are quite a few pros about working with a membership business, and one of them is having a community of people who love and follow your business on a regular basis. In some ways, they eventually become like family to you.\r\n\r\nBut that can also mean that in other, less positive ways, they are truly like family to you. At some point, you may be bombarded with questions, some of them valid, and others less so.\r\n\r\nThe thing about members asking questions is that you really can\u2019t afford to ignore them. A single product business may occasionally receive a bad review from customers who have their complaints unanswered, but they don\u2019t really sweat it because new customers roll in every day.\r\n\r\nFor memberships, a pile of unanswered questions means a significant loss of revenue for you should they decide that you\u2019re just not worth the hassle, or they decide not to tell their friends about you. And that\u2019s actually a pretty big deal. In fact, according to Wharton School of Business, the valor vital\u00edcio dos clientes de refer\u00eancia<\/a> is 16% higher than a standalone customer, which means that you really want your customers to have good things to say about you.\r\n\r\nBut having to waste countless hours each week answering questions can be a real drag on your workflow. So how do you make sure you\u2019re dedicating an adequate amount of energy to answering member questions without spending hours doing it?\r\n\r\nLet\u2019s take a look\u2026\r\n\r\n\n

Responda \u00e0s perguntas antes que elas sejam feitas<\/h2>\r\nUma das melhores maneiras de fazer isso \u00e9 responder preventivamente \u00e0s perguntas em seu site. N\u00e3o, n\u00e3o estamos falando de uma p\u00e1gina de perguntas frequentes (ainda n\u00e3o, pelo menos). Estamos falando de configurar seu texto para fazer o trabalho por voc\u00ea onde for mais importante.\r\n

Microc\u00f3pia<\/h3>\r\nNow, this doesn\u2019t mean you need to make each landing page on your site a small novel in order to answer every question. It means that you should take commonly asked questions and use microcopy throughout your site to make sure visitors know the answers as soon as they visit.\r\n\r\nWhat\u2019s microcopy, you say? Microcopy is short, targeted phrases that give instruction or add additional necessary information to your site. They can be found around CTA buttons, headlines, or even scattered through your copy.\r\n\r\nOne example of well-used microcopy in this case would be on Torre<\/a>do site da empresa. O bot\u00e3o \"Buy Now\" \u00e9 exibido na parte superior da p\u00e1gina inicial, mas n\u00e3o h\u00e1 muitas informa\u00e7\u00f5es para os visitantes de primeira viagem. Mas quando voc\u00ea passa o mouse sobre o bot\u00e3o, aparece um pop-up com mais detalhes sobre o produto.\r\n\r\n\"Torre\"\r\n\r\nEm uma configura\u00e7\u00e3o de com\u00e9rcio eletr\u00f4nico, a microc\u00f3pia pode ajud\u00e1-lo a vender seu servi\u00e7o ou produto. Pegue Gitman<\/a> como outro exemplo.\r\n\r\n\"Gitman\"\r\n\r\nGitman provides a bit of relevant copy about the quality of its materials (and other details) on its checkout pages. Consumers are not overwhelmed with information, so it doesn\u2019t get in the way, but it does help answer questions that customers may have in their heads while browsing.\r\n\r\nYou can also add microcopy to your checkout forms to clarify issues with credit card input and additional fees that may be included, so you don\u2019t have to field technical or financial questions at every turn.\r\n

Configurar respostas automatizadas<\/h2>\r\nOutra maneira f\u00e1cil de responder \u00e0s perguntas dos membros \u00e9 configurar respostas autom\u00e1ticas que fa\u00e7am o trabalho por voc\u00ea. Elas podem responder preventivamente \u00e0s perguntas e esclarecer melhor o seu produto ou servi\u00e7o.\r\n

E-mails automatizados<\/h3>\r\nAccording to a study by Purdue University, 25% of all contact between a company and its customers happens via email. When it comes to answering member questions, chances are that you\u2019re going to be doing a lot of emailing back and forth.\r\n\r\nOne way to cut down on time sending emails is to set up a support email (for example, support @ yourcompany.com) and then criar um autoresponder <\/a>for it. When members send their queries to that email, they\u2019re greeted with a list of possible solutions to their problem along with a message saying you will follow up if needed.\r\n\r\nIncluding answers to potential questions in your email auto-response or pointing them to resources that may solve their problem sooner than you could is a great way to boost confidence and may cut down the actual time you spend answering those emails.\r\n

E-mails de boas-vindas<\/h3>\r\nYou can also tackle automated responses by answering questions in your welcome email and then pointing them to an additional resource, like a FAQ page or help center (we\u2019ll get to that). If you have a whole email course or series of emails that new members received, even better; you can use them as an opportunity to answer questions in greater detail.\r\n\r\nTake House of Fraser<\/a> por exemplo. Seu e-mail de boas-vindas, embora simples, inclui informa\u00e7\u00f5es que os compradores podem ter perdido na primeira vez, inclusive detalhes sobre a devolu\u00e7\u00e3o de itens e como se envolver em sua comunidade.\r\n\r\n\"houseoffraser\"\r\n

Desenvolver uma \u00f3tima p\u00e1gina de perguntas frequentes<\/h2>\r\nPor falar em p\u00e1ginas de perguntas frequentes, seja uma p\u00e1gina independente que inclua uma lista de t\u00f3picos e respostas ou uma central de ajuda din\u00e2mica, \u00e9 essencial ter um local onde os membros possam fazer perguntas sem incomodar a equipe de suporte.\r\n

P\u00e1gina de perguntas frequentes<\/h3>\r\nFAQ pages are the granddaddy of question answering resources, and for good reason. There are two approaches you can use when creating a good FAQ page: simple or dynamic.\r\n\r\nThe simple approach is something like Delicious, which is essentially just a list of necessary information that isn\u2019t weighed down with anything extra. While it may not answer every question that comes your way, especially if you have a large membership base, it does work well for smaller memberships. If combined with other resources, like autoresponders or microcopy, it can be an excellent way to keep inquiries low.\r\n\r\n\"Delicioso\"\r\n\r\nUm bom exemplo de uma abordagem din\u00e2mica seria Banco da Am\u00e9rica<\/a>. Eles lidam com uma infinidade de perguntas de clientes que variam de simples a complicadas, e sua p\u00e1gina de perguntas frequentes imita essa realidade. Ela est\u00e1 repleta de respostas para todos os tipos de perguntas, com recursos adicionais dispon\u00edveis caso os clientes tenham d\u00favidas.\r\n\r\n\"jiboia\"\r\n

Central de Ajuda<\/h3>\r\nIf you do have a larger membership base, or you deal with e-commerce products or a service that requires a lot of frequent interaction with members\/customers, you could also opt to do a help center. Help centers are great because they rely on user submitted tickets, which can help you keep questions out of your inbox as well as give your team time to answer questions as fully as possible.\r\n\r\nApps like HappyFox<\/a>, Ajuda ao escoteiro<\/a> ou Zendesk<\/a> s\u00e3o todos \u00f3timos recursos. Se quiser usar apenas um recurso como o chat e ignorar os tickets, voc\u00ea tamb\u00e9m pode usar algo como LiveChat<\/a> ou Melhor voz<\/a>.\r\n\r\n\n

Considera\u00e7\u00f5es finais<\/h2>\r\nWhile providing answer to member questions will always come with the territory, it doesn\u2019t have to bog down your business. Having a strategy in place for answering questions both before and after they arise can go a long way to saving you time and energy.\r\n\r\nConsider placing microcopy around your site that helps point out small details that members or new visitors may have in the back of their minds while browsing your site.\r\n\r\nCreate automated responses for customer queries, or as part of a welcome series that preemptively answers questions for brand new members.\r\n\r\nFinally, make sure you have something available to both members and non-members that give them a bit of autonomy, like a FAQ page or help center.\r\n\r\nUsing any or all of these resources will enable you to focus on what really matters: building a better membership.","protected":false},"excerpt":{"rendered":"

Veja como lidar com todas essas perguntas de sua base de associados sem precisar se desesperar<\/p>","protected":false},"author":10821,"featured_media":3183,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"_strive_editorial_status":"not-started","_strive_copy_of":0,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_strive_checklists":"\"\"","_strive_active_checklist":"","_strive_post_notes":"","footnotes":""},"categories":[64],"tags":[72,71,60,50],"class_list":["post-1669","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-membership","tag-answering-questions","tag-communication","tag-membership-businesses","tag-membership-site"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/membermouse.com\/pt\/wp-json\/wp\/v2\/posts\/1669","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/membermouse.com\/pt\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/membermouse.com\/pt\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/membermouse.com\/pt\/wp-json\/wp\/v2\/users\/10821"}],"replies":[{"embeddable":true,"href":"https:\/\/membermouse.com\/pt\/wp-json\/wp\/v2\/comments?post=1669"}],"version-history":[{"count":1,"href":"https:\/\/membermouse.com\/pt\/wp-json\/wp\/v2\/posts\/1669\/revisions"}],"predecessor-version":[{"id":22156,"href":"https:\/\/membermouse.com\/pt\/wp-json\/wp\/v2\/posts\/1669\/revisions\/22156"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/membermouse.com\/pt\/wp-json\/wp\/v2\/media\/3183"}],"wp:attachment":[{"href":"https:\/\/membermouse.com\/pt\/wp-json\/wp\/v2\/media?parent=1669"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/membermouse.com\/pt\/wp-json\/wp\/v2\/categories?post=1669"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/membermouse.com\/pt\/wp-json\/wp\/v2\/tags?post=1669"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}