{"id":33027,"date":"2017-09-28T08:17:29","date_gmt":"2017-09-28T06:17:29","guid":{"rendered":"https:\/\/enreach.es\/blog\/les-empreses-augmenten-recursos-per-millorar-lexperiencia-client\/"},"modified":"2022-06-23T13:50:19","modified_gmt":"2022-06-23T13:50:19","slug":"les-empreses-augmenten-recursos-per-millorar-lexperiencia-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/les-empreses-augmenten-recursos-per-millorar-lexperiencia-client\/","title":{"rendered":"Les empreses augmenten recursos per millorar l\u2019experi\u00e8ncia de client"},"content":{"rendered":"<p>Una \u00f2ptima atenci\u00f3 al client resulta vital per a l\u2019\u00e8xit dels negocis actuals. Els dies en qu\u00e8 els clients havien de suportar males experi\u00e8ncies han arribat al seu final i actualment, el 62% dels clients manifesten estar disposats a canviar de companyia despr\u00e9s d\u2019una o dues experi\u00e8ncies poc satisfact\u00f2ries. Per tant, les organitzacions han de proporcionar la millor experi\u00e8ncia al client possible, i aix\u00f2 suposa respondre a les demandes d\u2019aquests. Per aquest motiu, les empreses augmenten els seus recursos per millorar l\u2019experi\u00e8ncia de client.<\/p>\n<p>Per\u00f2, qu\u00e8 exigeix el client actual? Informaci\u00f3 r\u00e0pida i sense esfor\u00e7, la resoluci\u00f3 dels seus problemes, dubtes i q\u00fcestions en un primer contacte sense importar el canal pel qual s\u2019efectu\u00ef la comunicaci\u00f3 per comen\u00e7ar. Per\u00f2 el client d\u2019avui tamb\u00e9 desitja que l\u2019empresa el conegui i el comprengui millor, i que aprofiti aquest coneixement per anticipar-se a les seves necessitats i optimitzar les seves relacions presents i futures.<\/p>\n<p>Un recent estudi elaborat per CCW sota el t\u00edtol \u201cFall Executive Report: Customer Experience\u201d posa de manifest que aquestes demandes per part dels clients s\u00f3n clares, i que les empreses les estan escoltant. No obstant, algunes empreses estan m\u00e9s compromeses (i estan millor preparades) a prendre mesures que d\u2019altres. Aix\u00ed, tot i que <strong>les empreses augmenten els seus <\/strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/gestio-de-campanyes\"><strong>recursos<\/strong><\/a><strong> per millorar l\u2019experi\u00e8ncia de client<\/strong>, existeixen difer\u00e8ncies entre elles sobre on invertir i a quines iniciatives concedir prioritat.<\/p>\n<h5><strong>Recursos per millorar l\u2019experi\u00e8ncia de client<\/strong><\/h5>\n<p>Aquest <a href=\"https:\/\/www.callcenterweekfall.com\/ccw-fall-executive-report\"><strong>informe<\/strong><\/a>, elaborat a partir d\u2019enquestes a clients i professionals de contact centers d\u2019una \u00e0mplia gamma de sectors i empreses de totes les mides, arriba a algunes importants <strong>conclusions sobre l\u2019estat actual i les principals tend\u00e8ncies en el sector global de l\u2019atenci\u00f3 al client<\/strong>:<\/p>\n<ul>\n<li>L\u2019estudi de les <strong>reaccions dels clients <\/strong>i la <strong>millora de les solucions de comunicaci\u00f3<\/strong> amb aquests, estan considerats com a factors \u201cessencials\u201d sobre els que s\u2019han de prendre mesures pel 100% i el 99% dels enquestats, respectivament.<\/li>\n<\/ul>\n<ul>\n<li>El 75% de les empreses treballa activament per <strong>reduir els esfor\u00e7os del client<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>El 80% dels enquestats assegura treballar en una <strong>major personalitzaci\u00f3 del servei al client<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>Pel que respecta als canals de comunicaci\u00f3, l\u2019<strong>experi\u00e8ncia omnicanal<\/strong> s\u2019enforteix progressivament. El 77% de les organitzacions es mostren compromeses amb el xat en viu, el 76% treballa millorant les interaccions m\u00f2bils i SMS, mentre que el 67% est\u00e0 treballant activament per iniciar, mantenir o enfortir la comunicaci\u00f3 amb el client a trav\u00e9s de xarxes socials.<\/li>\n<\/ul>\n<ul>\n<li>I tot aix\u00f2 en base a qu\u00e8 <strong>el 87% de les empreses considera que ha d\u2019atendre als clients a trav\u00e9s del canal preferit per aquests<\/strong>, i per aix\u00f2 afirmen treballar en aquesta direcci\u00f3.<\/li>\n<\/ul>\n<ul>\n<li>Augmenta la consideraci\u00f3 cap a <strong>iniciatives de nova generaci\u00f3<\/strong> com el mapeig de viatges.<\/li>\n<\/ul>\n<ul>\n<li>El <strong>58% de les empreses ha incrementat el seu pressupost en atenci\u00f3 al client<\/strong> durant l\u2019\u00faltim any.<\/li>\n<\/ul>\n<p>Aquestes, i d\u2019altres conclusions, revelen que les organitzacions han compr\u00e8s la import\u00e0ncia d\u2019una millor experi\u00e8ncia del client per a la bona marxa dels seus negocis i, en conseq\u00fc\u00e8ncia, treballen en la direcci\u00f3 de millorar aquest aspecte. I, per tant, <strong>les empreses augmenten els seus recursos per millorar l\u2019experi\u00e8ncia de client<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Una \u00f2ptima atenci\u00f3 al client resulta vital per a l\u2019\u00e8xit dels negocis actuals. Els dies en qu\u00e8 els clients havien de suportar males experi\u00e8ncies han arribat al seu final i actualment, el 62% dels clients manifesten estar disposats a canviar de companyia despr\u00e9s d\u2019una o dues experi\u00e8ncies poc satisfact\u00f2ries. Per tant, les organitzacions han de&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/les-empreses-augmenten-recursos-per-millorar-lexperiencia-client\/\" title=\"Read Les empreses augmenten recursos per millorar l\u2019experi\u00e8ncia de client\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":27650,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33027","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Les empreses augmenten recursos per millorar l\u2019experi\u00e8ncia de 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\/las-empresas-aumentan-recursos-mejorar-la-experiencia-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Les empreses augmenten recursos per millorar l\u2019experi\u00e8ncia de client - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Una \u00f2ptima atenci\u00f3 al client resulta vital per a l\u2019\u00e8xit dels negocis actuals. Els dies en qu\u00e8 els clients havien de suportar males experi\u00e8ncies han arribat al seu final i actualment, el 62% dels clients manifesten estar disposats a canviar de companyia despr\u00e9s d\u2019una o dues experi\u00e8ncies poc satisfact\u00f2ries. Per tant, les organitzacions han de... 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