{"id":32926,"date":"2017-04-18T07:00:35","date_gmt":"2017-04-18T05:00:35","guid":{"rendered":"https:\/\/enreach.es\/blog\/9-aspectes-tenir-compte-per-millorar-latencio-al-client\/"},"modified":"2025-05-29T15:53:10","modified_gmt":"2025-05-29T13:53:10","slug":"9-aspectes-tenir-compte-per-millorar-latencio-al-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/9-aspectes-tenir-compte-per-millorar-latencio-al-client\/","title":{"rendered":"9 aspectes a tenir en compte per millorar l\u2019atenci\u00f3 al client"},"content":{"rendered":"

El creixement accelerat de les tecnologies m\u00f2bils i digitals, i la seva converg\u00e8ncia amb atenci\u00f3 al client, han perm\u00e8s que aquest s\u2019involucri a trav\u00e9s de m\u00e9s canals que mai. No obstant, els consumidors diuen que encara els resulta complicat navegar i resoldre els seus problemes amb clients a trav\u00e9s d\u2019aquesta multitud de canals.<\/p>\n

En el passat, les empreses controlaven quan els consumidors contactaven amb elles, establint un horari d\u2019oficina. No obstant, en la nova societat digital<\/strong>, els consumidors desitgen gestionar les interaccions amb les empreses en els seus propis termes, i gaudeixen d\u2019acc\u00e9s 24\/7<\/strong> a uns canals de comunicaci\u00f3 que els permetin compartir consultes, comentaris i queixes amb les empreses (i amb el m\u00f3n) quan m\u00e9s el hi conv\u00e9.<\/p>\n

En conseq\u00fc\u00e8ncia, el control ha canviat, i aix\u00f2 pot resultar benefici\u00f3s tant per als consumidors com per a les marques, sempre i quan es gestioni adequadament. I en aquest sentit, un recent estudi<\/a> elaborat per The Northridge Group analitza com connecten empreses i consumidors<\/strong>, destacant quins 9 aspectes estan funcionant i en quins cal treballar i millorar:<\/p>\n

    \n
  1. Menys, \u00e9s m\u00e9s. El client anhela la facilitat d\u2019\u00fas i l\u2019efici\u00e8ncia de tal forma que un menor esfor\u00e7<\/strong> per part seva equival a una major lleialtat. No obstant, el 44% declara que les empreses no posen \u201cf\u00e0cil\u201d contactar amb elles per a la resoluci\u00f3 de problemes o consultes. Aix\u00ed, les empreses tenen aqu\u00ed una gran oportunitat de fer-ho millor.<\/li>\n<\/ol>\n
      \n
    1. La meta continua sent la resoluci\u00f3 en el primer contacte<\/strong>, encara que el 55% dels enquestats indica que precisa usar dos o m\u00e9s canals de comunicaci\u00f3 abans de resoldre un problema.<\/li>\n<\/ol>\n
        \n
      1. La rapidesa<\/strong> en la resoluci\u00f3 de problemes \u00e9s essencial per als clients, especialment entre la generaci\u00f3 Millennial<\/a>, el 40% dels quals utilitzar\u00e0 un altre canal de contacte durant l\u2019hora seg\u00fcent si el seu problema no ha estat resolt.<\/li>\n<\/ol>\n
          \n
        1. El contacte telef\u00f2nic <\/strong>es mant\u00e9 com el canal de comunicaci\u00f3 m\u00e9s efica\u00e7 per a la resoluci\u00f3 de problemes.<\/li>\n<\/ol>\n
            \n
          1. Enfront del tel\u00e8fon, el xat guanya popularitat <\/strong>per a la resoluci\u00f3 r\u00e0pida de problemes amb les marques, sobretot entre Millennials.<\/li>\n<\/ol>\n
              \n
            1. Les xarxes socials<\/strong> continuen el seu imparable creixement: el 77% dels consumidors assegura que utilitza aquests canals amb la mateixa o major freq\u00fc\u00e8ncia que fa un any, tot i que el 21% denuncia que mai rep una resposta quan es comunica amb una marca a trav\u00e9s de mitjans socials o de text.<\/li>\n<\/ol>\n
                \n
              1. Els consumidors desitgen ser escoltats, doncs el 81% confessa que va contactar amb el servei d\u2019atenci\u00f3 al client durant l\u2019\u00faltim any.<\/li>\n<\/ol>\n
                  \n
                1. El servei al client<\/strong> \u00e9s decisiu a les compres: el 58% d\u2019enquestats canviaria si sap que obtindr\u00e0 un excel\u00b7lent servei d\u2019atenci\u00f3 al client.<\/li>\n<\/ol>\n
                    \n
                  1. Les males experi\u00e8ncies es propaguen: el 60% dels consumidors informa que quan tenen una mala experi\u00e8ncia solen contar-ho.<\/li>\n<\/ol>\n

                    En conclusi\u00f3, queda patent que encara hi ha molta feina per davant que \u00e9s necessari abordar per millorar l\u2019experi\u00e8ncia dels clients <\/strong>en els Contact Center de les empreses i, amb aix\u00f2, tamb\u00e9 els negocis.<\/p>\n","protected":false},"excerpt":{"rendered":"

                    El creixement accelerat de les tecnologies m\u00f2bils i digitals, i la seva converg\u00e8ncia amb atenci\u00f3 al client, han perm\u00e8s que aquest s\u2019involucri a trav\u00e9s de m\u00e9s canals que mai. No obstant, els consumidors diuen que encara els resulta complicat navegar i resoldre els seus problemes amb clients a trav\u00e9s d\u2019aquesta multitud de canals. En el… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":32927,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-32926","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\n9 aspectes a tenir en compte per millorar l\u2019atenci\u00f3 al client - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/ca\/blog\/9-aspectes-tenir-compte-per-millorar-latencio-al-client\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"9 aspectes a tenir en compte per millorar l\u2019atenci\u00f3 al client - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"El creixement accelerat de les tecnologies m\u00f2bils i digitals, i la seva converg\u00e8ncia amb atenci\u00f3 al client, han perm\u00e8s que aquest s\u2019involucri a trav\u00e9s de m\u00e9s canals que mai. 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