{"id":32956,"date":"2017-05-04T07:00:56","date_gmt":"2017-05-04T05:00:56","guid":{"rendered":"https:\/\/enreach.es\/blog\/cap-on-ha-dirigir-se-servei-datencio-al-client\/"},"modified":"2022-06-23T13:50:09","modified_gmt":"2022-06-23T13:50:09","slug":"cap-on-ha-dirigir-se-servei-datencio-al-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/cap-on-ha-dirigir-se-servei-datencio-al-client\/","title":{"rendered":"Cap a on ha de dirigir-se el servei d\u2019atenci\u00f3 al client?"},"content":{"rendered":"

La millora continuada de la qualitat en l\u2019experi\u00e8ncia del client s\u2019ha convertir en el factor fonamental que estableix la difer\u00e8ncia entre les marques i organitzacions l\u00edders, i aquelles m\u00e9s ressagueres. Sense importar el lloc del m\u00f3n on ens trobem, les expectatives respecte del servei al client no han fet m\u00e9s que augmentar durant els \u00faltims anys en torn a aspectes i idees com la conveni\u00e8ncia, la velocitat, el coneixement dels agents i, per suposat, sota la transformaci\u00f3 digital i la major varietat de canals de comunicaci\u00f3.<\/p>\n

Com cada any, el gegant econ\u00f2mic Microsoft ha elaborat una enquesta<\/a> sobre prefer\u00e8ncies i expectatives de <\/strong>servei al client<\/strong><\/a> entre cinc mil consumidors d\u2019Alemanya, Regne Unit, Jap\u00f3, Estats Units i Brasil reflectint que, de la mateixa manera que existeixen difer\u00e8ncies entre ubicacions, tamb\u00e9 es troben coincid\u00e8ncies que constitueixen tend\u00e8ncies <\/strong>a nivell global.<\/p>\n

Segons declara el 61% dels consumidors consultats, el servei al client \u00e9s considerat com un factor \u201cmolt important\u201d a l\u2019hora d\u2019escollir una marca, aix\u00ed com a l\u2019hora de romandre, o no, al seu costat. Aix\u00ed, les marques ja no poden considerar els contact centers<\/strong><\/a> com una despesa, sin\u00f3 com una inversi\u00f3 de valor que constata el comprom\u00eds de la marca amb la seva clientela<\/strong>, accelera el creixement del negoci i, per tant, ha de ser potenciat.<\/p>\n

Sota aquesta perspectiva, l\u2019informe de Microsoft apunta cap a tres conclusions clau<\/strong> que indiquen la direcci\u00f3 cap a on han de dirigir-se els serveis al client:<\/p>\n

    \n
  1. Les expectatives dels clients<\/strong> continuen augmentant r\u00e0pidament, i aix\u00f2 inclou no nom\u00e9s una major velocitat en el servei<\/strong> o la resoluci\u00f3 en el primer contacte<\/strong>, sin\u00f3 tamb\u00e9 un servei proactiu capa\u00e7 d\u2019avan\u00e7ar-se abans que el client sigui conscient de l\u2019exist\u00e8ncia d\u2019un problema.<\/li>\n<\/ol>\n
      \n
    1. Els canals de comunicaci\u00f3 preferits canvien a mesura que ho fa l\u2019edat dels clients i, per tant, les marques han d\u2019innovar de manera cont\u00ednua per mantenir-se al dia; els canals online continuen creixent <\/strong>a major velocitat que el tel\u00e8fon, un canal molt m\u00e9s tradicional i m\u00e9s propi de grups de m\u00e9s edat.<\/li>\n<\/ol>\n
        \n
      1. La qualitat del servei al client <\/strong>es converteix en un factor de decisi\u00f3 clau en l\u2019adquisici\u00f3 i <\/strong>fidelitzaci\u00f3<\/strong><\/a> de la clientela<\/strong>. De fet, el 60% dels consumidors preguntats afirma haver abandonat una marca despr\u00e9s d\u2019haver viscut una mala experi\u00e8ncia de servei al client. Tenint en compte que atreure un nou client \u00e9s fins a sis vegades m\u00e9s car que conservar a un existent, queda patent la necessitat de treballar de forma activa per augmentar el grau de fidelitzaci\u00f3<\/strong>.<\/li>\n<\/ol>\n

        De tot l\u2019exposat anteriorment es despr\u00e8n que, en el m\u00f3n actual, potser m\u00e9s que en cap altre moment de la hist\u00f2ria dels negocis, comprometre\u2019s amb el client incrementant el seu grau de satisfacci\u00f3 i la seva fidelitat, resulta crucial per a l\u2019\u00e8xit de les marques<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

        La millora continuada de la qualitat en l\u2019experi\u00e8ncia del client s\u2019ha convertir en el factor fonamental que estableix la difer\u00e8ncia entre les marques i organitzacions l\u00edders, i aquelles m\u00e9s ressagueres. Sense importar el lloc del m\u00f3n on ens trobem, les expectatives respecte del servei al client no han fet m\u00e9s que augmentar durant els \u00faltims… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":32957,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-32956","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nCap a on ha de dirigir-se el servei d\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\/blog\/hacia-donde-dirigirse-servicio-atencion-al-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Cap a on ha de dirigir-se el servei d\u2019atenci\u00f3 al client? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"La millora continuada de la qualitat en l\u2019experi\u00e8ncia del client s\u2019ha convertir en el factor fonamental que estableix la difer\u00e8ncia entre les marques i organitzacions l\u00edders, i aquelles m\u00e9s ressagueres. Sense importar el lloc del m\u00f3n on ens trobem, les expectatives respecte del servei al client no han fet m\u00e9s que augmentar durant els \u00faltims... 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