{"id":32840,"date":"2016-12-12T09:00:18","date_gmt":"2016-12-12T08:00:18","guid":{"rendered":"https:\/\/enreach.es\/blog\/blogel-86-dels-consumidors-prefereixen-tractar-amb-persones-en-l%c2%92atencio-al-client\/"},"modified":"2023-12-20T15:22:56","modified_gmt":"2023-12-20T14:22:56","slug":"el-86-dels-consumidors-prefereixen-tractar-amb-persones-en-atencio-al-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/el-86-dels-consumidors-prefereixen-tractar-amb-persones-en-atencio-al-client\/","title":{"rendered":"El 86% dels consumidors prefereixen tractar amb persones en l&#8217;atendi\u00f3 al client"},"content":{"rendered":"<p>En plena era digital, <strong>el component hum\u00e0 continua sent un element essencial en la satisfacci\u00f3 del client<\/strong>. Si a aix\u00f2 sumem que l\u0092&#8217;<strong>\u00f2ptima atenci\u00f3 al client <\/strong>constitueix un factor vital per impulsar el <strong>creixement<\/strong>, la conclusi\u00f3 resulta evident: les empreses han de reequilibrar les seves inversions tradicionals i digitals amb la finalitat de proporcionar la millor experi\u00e8ncia possible al client i aix\u00ed <strong>fomentar el creixement dels negocis<\/strong>.<\/p>\n<p>L\u0092&#8217;\u00faltim estudi anual realitzat per Accenture Strategy entre 24.489 clients de 33 pa\u00efsos i 11 ind\u00fastries diferents, revela les actituds dels consumidors sobre les <strong>pr\u00e0ctiques de comer\u00e7, vendes i servei al client<\/strong>, a la vegada que posa de manifest la necessitat d\u0092&#8217;una reestructuraci\u00f3 de les inversions anal\u00f2giques i digitals dirigida cap a la consecuci\u00f3 d\u0092&#8217;un equilibri entre ambdues.<\/p>\n<p>En aquest sentit, si b\u00e9 el 83% dels consumidors nord-americans (i el 86% dels consumidors espanyols) prefereix tractar amb persones quan interactuen amb marques o empreses, tamb\u00e9 \u00e9s cert que s\u0092&#8217;estima m\u00e9s fer-ho a trav\u00e9s de <strong>canals digitals<\/strong>.<\/p>\n<p>D&#8217;altra banda, es demostra la gran import\u00e0ncia de l\u0092&#8217;atenci\u00f3 al client en la bona marxa dels negocis a l\u0092&#8217;observar que <strong>el 52% dels consumidors ha canviat de prove\u00efdor en els \u00faltims anys degut a un mal servei d\u0092&#8217;atenci\u00f3 al client<\/strong>, fet que ha suposat, nom\u00e9s als Estats Units, un cost extra per a les empreses de 1.600 milions de d\u00f2lars. A Espanya, aquest percentatge augmenta fins el 69%. Quant a la <strong>interacci\u00f3 humana<\/strong> com element essencial per a la satisfacci\u00f3 del client:<\/p>\n<ul>\n<li><strong>El 86% dels consumidors espanyols prefereix tractar amb persones <\/strong>per rebre assessorament.<\/li>\n<li><strong>El 42% afirma estar disposat a pagar m\u00e9s si a canvi rep un millor servei al client<\/strong>.<\/li>\n<\/ul>\n<p>Les dades demostren que encara existeix un ampli marge de millora en tot all\u00f2 que a <strong>prestaci\u00f3 de <\/strong><strong>serveis d&#8217;atenci\u00f3 al client<\/strong>\u00a0es refereix:<\/p>\n<ul>\n<li>Una vegada que s\u0092&#8217;ha canviat de prove\u00efdor, el 68% dels consumidors espanyols indica que no tornar\u00e0.<\/li>\n<li>El 85% afirma sentir que la companyia podria haver fet alguna cosa per retenir-los; i el 83% indica que un servei \u0093en persona\u0094 hagu\u00e9s influ\u00eft en la seva decisi\u00f3.<\/li>\n<li>A m\u00e9s, els consumidors esperen que el <strong>servei al client sigui m\u00e9s f\u00e0cil i adequat <\/strong>(73%), <strong>i m\u00e9s r\u00e0pid<\/strong> (61%).<\/li>\n<\/ul>\n<p>En conclusi\u00f3, la depend\u00e8ncia de les tecnologies digitals ha donat lloc a uns serveis al client menys \u0093humans\u0094, fet que requereix trobar l\u0092equilibri necessari entre el component digital i el component hum\u00e0 per aconseguir aix\u00ed uns <strong>serveis al client m\u00e9s eficients i satisfactoris<\/strong>, que li permetin interactuar amb el prove\u00efdor de m\u00faltiples formes, i que serveixen d\u0092&#8217;<strong>impuls al creixement<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>L\u0092\u00faltim informe d\u0092Accenture Strategy mostra les actituds dels consumidors en relaci\u00f3 al servei al client i posa de manifest la necessitat d\u0092equilibrar les inversions anal\u00f2giques i digitals a les empreses.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-32840","post","type-post","status-publish","format-standard","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - 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