{"id":33105,"date":"2018-01-16T06:00:17","date_gmt":"2018-01-16T05:00:17","guid":{"rendered":"https:\/\/enreach.es\/blog\/les-6-millors-practiques-latencio-omnicanal-al-client\/"},"modified":"2022-06-23T13:50:29","modified_gmt":"2022-06-23T13:50:29","slug":"les-6-millors-practiques-latencio-omnicanal-al-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/les-6-millors-practiques-latencio-omnicanal-al-client\/","title":{"rendered":"Les 6 millors pr\u00e0ctiques en l\u2019atenci\u00f3 omnicanal al client"},"content":{"rendered":"<p>La forma en qu\u00e8 les empreses gestionen el servei d\u2019atenci\u00f3 al client ha canviat dr\u00e0sticament en els \u00faltims anys. Fa m\u00e9s d\u2019una d\u00e8cada, nom\u00e9s hi havia dues formes de contactar amb una companyia: per tel\u00e8fon o per fax. No obstant, actualment existeixen m\u00faltiples eines online de contacte: email, xat online, SMS o xarxes socials, entre d\u2019altres. En aquest sentit, SuperOffice destaca que el desafiament per a moltes empreses \u00e9s que l\u2019omnicanalitat ofereixi un servei consistent, de qualitat i integrat als clients.<\/p>\n<p>Segons <a href=\"http:\/\/www.aberdeen.com\/research\/11426\/11426-RR-Omni-channel.aspx\/content.aspx\">Aberdeen Group<\/a>, les companyies que ofereixen un servei d\u2019atenci\u00f3 al client de qualitat a trav\u00e9s de m\u00faltiples canals retenen al 89% dels seus clients, mentre que les empreses que no brinden una atenci\u00f3 omnicanal nom\u00e9s poden retenir al 33%.<\/p>\n<h5><strong>Qu\u00e8 \u00e9s l\u2019atenci\u00f3 omnicanal al client?<\/strong><\/h5>\n<p>El servei d\u2019atenci\u00f3 omnicanal al client integra text, xarxes socials, correu electr\u00f2nic i missatgeria instant\u00e0nia per brindar una experi\u00e8ncia de marca unificada, de manera que el client pugui contactar amb l\u2019empresa a trav\u00e9s de diversos canals i, al mateix temps, experimentar la qualitat del servei.<\/p>\n<p>Segons un estudi d\u2019Accenture, el 89% dels consumidors experimenten frustraci\u00f3 al haver de repetir les seves preguntes a diversos agents del servei al client. Frustraci\u00f3 que ara pot evitar-se gr\u00e0cies a l\u2019<strong>atenci\u00f3 omnicanal al client<\/strong>.<\/p>\n<h5><strong>Les 6 millors pr\u00e0ctiques en l\u2019atenci\u00f3 omnicanal al client<\/strong><\/h5>\n<h5><strong>1.- Disposar de llocs web responsive<\/strong><\/h5>\n<p>El 90% dels clients afirma que la seva experi\u00e8ncia al contactar amb el servei al client a trav\u00e9s de dispositius m\u00f2bils ha estat negativa. Aix\u00ed, la principal queixa dels usuaris en aquest aspecte \u00e9s la visualitzaci\u00f3 incorrecta i la dif\u00edcil navegaci\u00f3. A aix\u00f2 es suma la lentitud en el temps de c\u00e0rrega de determinats webs. Per tant, <strong>\u00e9s imprescindible que les empreses que vulguin oferir una atenci\u00f3 omnicanal al client tinguin els llocs web optimitzats per \u00fas m\u00f2bil<\/strong>.<\/p>\n<h5><strong>2.- Millorar els temps de resposta en les xarxes socials<\/strong><\/h5>\n<p>Els mitjans socials poden ser una excel\u00b7lent eina de servei al client, obtenint <strong>altes taxes de satisfacci\u00f3 del client<\/strong>. No obstant, moltes marques no compleixen les expectatives dels clients a l\u2019hora de respondre els seus dubtes a trav\u00e9s de les xarxes socials.<\/p>\n<p>Segons una enquesta de NM Incite, les respostes lentes s\u00f3n m\u00e9s negatives pels clients que quan empresa no respon en absolut. Per tant, la reducci\u00f3 dels temps de resposta en les xarxes socials i la capacitaci\u00f3 dels empleats per brindar solucions r\u00e0pides i efectives poden millorar significativament les relacions amb els clients.<\/p>\n<h5><strong>3.- Potenciar l\u2019autoservei<\/strong><\/h5>\n<p>Gaireb\u00e9 tres quartes parts dels consumidors <strong>prefereixen usar el lloc web d\u2019una empresa per trobar una soluci\u00f3<\/strong> enfront a d\u2019altres canals de servei. Hi ha moltes maneres d\u2019ajudar als clients a trobar solucions, per exemple, amb una p\u00e0gina de preguntes freq\u00fcents completa que \u00e9s el canal d\u2019autoservei m\u00e9s \u00e0mpliament implementat. Aix\u00f2 redueix la quantitat de temps que li costa a l\u2019agent resoldre el problema i la quantitat de vegades que un client necessita posar-se en contacte amb el servei al client. El resultat: una major satisfacci\u00f3 del client i menors costos generals per a l\u2019empresa.<\/p>\n<h5><strong>4.- Augmentar la satisfacci\u00f3 amb un servei d\u2019enviament de SMS<\/strong><\/h5>\n<p>L\u2019enviament de SMS \u00e9s realment efectiu per empreses de determinats sectors com el de la salut per enviar recordatoris de cites, o el bancari per enviar alertes als clients de forma immediata. Un estudi de Single Point va confirmar que <strong>el 99% de tots els missatges de text es llegeixen<\/strong>. Per tant, si les empreses desitgen arribar als seus clients l\u2019\u00fas de SMS \u00e9s extremadament efica\u00e7. Sobretot la Generaci\u00f3 Millennial, que rebutja les trucades telef\u00f2niques i els correus de veu, \u00e9s la que abra\u00e7a amb m\u00e9s entusiasme els SMS com un canal de servei al client.<\/p>\n<h5><strong>5.- Millorar les vendes mitjan\u00e7ant el xat online<\/strong><\/h5>\n<p>El <strong><a href=\"https:\/\/www.masvoz.cat\/click-and-talk\/\">xat online<\/a><\/strong> \u00e9s una forma molt popular de servei al client, ja que la capacitat d\u2019accedir a l\u2019ajuda de forma r\u00e0pida i convenient alleuja la frustraci\u00f3 del client. A m\u00e9s de ser un <strong>canal efectiu pel servei al client<\/strong>, el xat online pot millorar les vendes. A mesura que els agents d\u2019atenci\u00f3 al client guien als clients a trav\u00e9s d\u2019un problema en particular, \u00e9s possible que puguin identificar productes o serveis que els hi siguin \u00fatils.<\/p>\n<h5><strong>6.- Utilitzar l\u2019email marketing <\/strong><\/h5>\n<p>L\u2019enviament de correus electr\u00f2nics encara funciona i funciona molt b\u00e9. De fet, <strong>el correu electr\u00f2nic guanya com l\u2019estrat\u00e8gia de m\u00e0rqueting digital m\u00e9s efectiva per a la retenci\u00f3 de clients amb un 56% d\u2019efectivitat<\/strong>. A m\u00e9s, el 38% dels consumidors prefereix comunicar-se online o per email sobre problemes senzills d\u2019atenci\u00f3 al client. El m\u00e9s important en aquest servei d\u2019atenci\u00f3 al client \u00e9s respondre sempre als usuaris quan plantegin una consulta o problema a trav\u00e9s d\u2019un email, donant-los un temps de resposta determinat.<\/p>\n<p>En conclusi\u00f3, <strong>l\u2019atenci\u00f3 omnicanal al client \u00e9s la soluci\u00f3 per empreses amb visi\u00f3 de futur<\/strong>. Independentment dels canals que esculli una companyia per contactar amb el servei al client, la seva prioritat sempre ha de ser proporcionar una experi\u00e8ncia \u00fatil i honesta que possibiliti el creixement de la seva relaci\u00f3 amb els clients.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La forma en qu\u00e8 les empreses gestionen el servei d\u2019atenci\u00f3 al client ha canviat dr\u00e0sticament en els \u00faltims anys. Fa m\u00e9s d\u2019una d\u00e8cada, nom\u00e9s hi havia dues formes de contactar amb una companyia: per tel\u00e8fon o per fax. No obstant, actualment existeixen m\u00faltiples eines online de contacte: email, xat online, SMS o xarxes socials, entre&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/les-6-millors-practiques-latencio-omnicanal-al-client\/\" title=\"Read Les 6 millors pr\u00e0ctiques en l\u2019atenci\u00f3 omnicanal al client\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":28748,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33105","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 6 millors pr\u00e0ctiques en l\u2019atenci\u00f3 omnicanal 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\/las-6-mejores-practicas-la-atencion-omnicanal-al-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Les 6 millors pr\u00e0ctiques en l\u2019atenci\u00f3 omnicanal al client - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"La forma en qu\u00e8 les empreses gestionen el servei d\u2019atenci\u00f3 al client ha canviat dr\u00e0sticament en els \u00faltims anys. Fa m\u00e9s d\u2019una d\u00e8cada, nom\u00e9s hi havia dues formes de contactar amb una companyia: per tel\u00e8fon o per fax. No obstant, actualment existeixen m\u00faltiples eines online de contacte: email, xat online, SMS o xarxes socials, entre... 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