{"id":33230,"date":"2018-07-26T14:51:01","date_gmt":"2018-07-26T12:51:01","guid":{"rendered":"https:\/\/enreach.es\/blog\/5-claus-per-posar-practica-latencio-al-client-omnicanal-la-teva-empresa\/"},"modified":"2022-06-23T13:50:45","modified_gmt":"2022-06-23T13:50:45","slug":"5-claus-per-posar-practica-latencio-al-client-omnicanal-la-teva-empresa","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/5-claus-per-posar-practica-latencio-al-client-omnicanal-la-teva-empresa\/","title":{"rendered":"5 claus per posar en pr\u00e0ctica l\u2019atenci\u00f3 al client omnicanal a la teva empresa"},"content":{"rendered":"

Els usuaris volen un servei al client omnicanal f\u00e0cil i sense esfor\u00e7, per\u00f2 les empreses no ho fan. En aquesta era de disrupci\u00f3 dels negocis, l\u2019omnicanalitat personalitzada sense errors \u00e9s la clau per destacar.<\/p>\n

Tant Gartner com IQPC estimen que nom\u00e9s el 5% de les companyies d\u2019avui en dia estan oferint una atenci\u00f3 al client omnicanal real<\/strong>. Dimension Data indica que el 8,4% de les empreses t\u00e9 tots els canals connectats, i gaireb\u00e9 el 60% de les empreses estan totalment a\u00efllades i creu que l\u2019experi\u00e8ncia de client (CX) \u00e9s massa dif\u00edcil. No obstant, la tecnologia est\u00e0 aqu\u00ed per fer el que gaireb\u00e9 totes les empreses i consumidors volen, per\u00f2, fins ara, ha estat dif\u00edcil d\u2019assolir.<\/p>\n

A continuaci\u00f3, presentem cinc claus per posar en pr\u00e0ctica el servei d\u2019atenci\u00f3 al client omnicanal a la teva empresa<\/strong>:<\/h5>\n
1.- Visualitzar el viatge del client i actuar en el moment <\/strong><\/h5>\n

Crear viatges de clients basats en l\u2019omnicanalitat, personals i sense esfor\u00e7 requereix que les empreses siguin capaces primer de visualitzar el viatge. Aix\u00f2 requereix que un agent pugui veure cada pas en el viatge d\u2019un client en temps real i despr\u00e9s actuar en el moment. L\u2019agent necessita veure el recorregut actual d\u2019un client determinat, inclosos els canals utilitzats i les accions de l\u2019usuari en cada canal<\/strong>. No nom\u00e9s aix\u00f2, l\u2019agent necessita veure aix\u00f2 en un \u00fanic escriptori, unificat, perqu\u00e8 pugui veure les dades de context i actuar d\u2019immediat.<\/p>\n

Segons Gartner, el 67% de les empreses realitzen un seguiment dels viatges dels clients d\u2019alguna manera, per\u00f2 la majoria ho fa de forma manual, i molts ho fan despr\u00e9s que els usuaris hagin finalitzat la seva \u2018experi\u00e8ncia\u2019, quan ja \u00e9s massa tard per actuar \u2018en viu\u2019.<\/p>\n

2.- Seguir la norma 80\/20 en el teu lloc web<\/strong><\/h5>\n

Aquesta clau consisteix en fer funcionar els dos canals principals com una conversa \u00fanica. \u00c9s la millor manera de comen\u00e7ar a rec\u00f3rrer el cam\u00ed omnicanal. Actualment, m\u00e9s del 90% de les interaccions amb el servei al client comencen en els llocs web<\/a><\/strong>, pel que \u00e9s fonamental que el teu lloc web funcioni amb el teu proper canal superior.<\/p>\n

Aquesta regla del 80\/20 consisteix en fer que el teu xat web<\/strong> funcioni amb el teu proper canal superior (per exemple, veu), de manera que els dos canals principals treballin junts com una conversa cont\u00ednua. Un cop que els dos canals principals funcionin com una unitat, podr\u00e0s agregar altres canals m\u00e9s endavant: correu electr\u00f2nic, missatgeria, aplicacions m\u00f2bils, etc.<\/p>\n

3.- Augmentar la personalitzaci\u00f3 i reduir l\u2019esfor\u00e7 del client<\/strong><\/h5>\n

Des de la perspectiva del ROI, hi ha molt a considerar quan es tracta de CX sense esfor\u00e7. Amb un baix esfor\u00e7, el 94% dels clients ser\u00e0 fidel a la teva empresa, per\u00f2 si requereix molt d\u2019esfor\u00e7, nom\u00e9s el 4% ho ser\u00e0<\/strong>. De manera similar, amb poc esfor\u00e7, el 88% dels clients comprar\u00e0 m\u00e9s, per\u00f2 amb un alt esfor\u00e7, nom\u00e9s el 4% ho far\u00e0. En el m\u00f3n actual impulsat pels mitjans socials, la retroalimentaci\u00f3 del \u2018boca orella\u2019 es pot transmetre de forma viral a desenes de milers de persones.<\/p>\n

Qu\u00e8 entra en el servei personalitzat?<\/strong> En aquesta era de disrupci\u00f3 digital, els clients parlen de com les empreses s\u2019estan tornant menys personals. La veritat \u00e9s que les empreses poden ser m\u00e9s f\u00e0cils de contactar i m\u00e9s personals amb els nous enfocs digitals. Aquestes mateixes experi\u00e8ncies personals dels clients d\u2019antany es poden crear amb les experi\u00e8ncies actuals dels clients d\u2019omnicanalitat digital. A l\u2019unir la tecnologia omnicanal amb els teus objectius comercials i d\u2019atenci\u00f3 al client orientats al client, el servei ser\u00e0 m\u00e9s personal, m\u00e9s r\u00e0pid, m\u00e9s eficient i fins i tot m\u00e9s predictius, amb menor esfor\u00e7<\/strong>.<\/p>\n

4.- Innovar amb nous canals emergents: missatgeria i bots<\/strong><\/h5>\n

M\u00e9s de les tres quartes parts de les empreses tenen xat al web<\/strong>. No obstant, hi ha un nou canal emergent que els analistes de la ind\u00fastria prediuen que superar\u00e0 r\u00e0pidament el xat web i que eventualment es convertir\u00e0 en el canal m\u00e9s grans i m\u00e9s eficient: la missatgeria asincr\u00f2nica<\/strong>, que \u00e9s la comunicaci\u00f3 que t\u00e9 lloc a trav\u00e9s d\u2019aplicacions de missatgeria o missatges de text, el tipus de comunicaci\u00f3 que est\u00e0 a l\u2019agenda del client i es produeix de forma seq\u00fcencial.<\/p>\n

D\u2019altra banda, la missatgeria habilitada per a bots<\/strong>. L\u2019adopci\u00f3 de bots s\u2019ha quadruplicat en l\u2019\u00faltim any, amb m\u00e9s de la meitat de totes les companyies implementant o considerant implementar un bot<\/strong>. Els clients volen bots m\u00e9s intel\u00b7ligents que ofereixin ajuda diferenciada. Bots i agents humans poden treballar junts en una sola conversa, proporcionant a la intel\u00b7lig\u00e8ncia artificial un toc hum\u00e0.<\/p>\n

5.- Unificaci\u00f3 de sitges: la plataforma en el n\u00favol \u00e9s una activitat clau<\/strong><\/h5>\n

Si desitges unificar i dividir sitges en els teus canals per crear experi\u00e8ncies de client basades en l\u2019omnicanalitat, personals i sense complicacions, has de construir o comprar una plataforma \u2018d\u2019orquestra\u2019 omnicanal. Segons un informe<\/a> de Bright Pattern, el n\u00favol \u00e9s, sens dubte, el millor lloc on construir aquesta plataforma d\u2019atenci\u00f3 omnicanal al client<\/strong>.<\/p>\n

Els principals beneficis<\/strong> de l\u2019enfoc omnicanal en el n\u00favol s\u00f3n l\u2019eliminaci\u00f3 de sitges d\u2019informaci\u00f3, l\u2019augment d\u2019efici\u00e8ncia dels agents en les interaccions amb clients i la major integraci\u00f3 entre els departaments de l\u2019organitzaci\u00f3.<\/p>\n","protected":false},"excerpt":{"rendered":"

Els usuaris volen un servei al client omnicanal f\u00e0cil i sense esfor\u00e7, per\u00f2 les empreses no ho fan. En aquesta era de disrupci\u00f3 dels negocis, l\u2019omnicanalitat personalitzada sense errors \u00e9s la clau per destacar. Tant Gartner com IQPC estimen que nom\u00e9s el 5% de les companyies d\u2019avui en dia estan oferint una atenci\u00f3 al client… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":28332,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33230","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\n5 claus per posar en pr\u00e0ctica l\u2019atenci\u00f3 al client omnicanal a la teva empresa - 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\/5-claves-poner-practica-la-atencion-al-cliente-omnicanal-empresa\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 claus per posar en pr\u00e0ctica l\u2019atenci\u00f3 al client omnicanal a la teva empresa - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Els usuaris volen un servei al client omnicanal f\u00e0cil i sense esfor\u00e7, per\u00f2 les empreses no ho fan. 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