{"id":33238,"date":"2018-08-07T07:39:33","date_gmt":"2018-08-07T05:39:33","guid":{"rendered":"https:\/\/enreach.es\/blog\/per-lautoservei-factor-clau-latencio-al-client\/"},"modified":"2022-06-23T13:50:46","modified_gmt":"2022-06-23T13:50:46","slug":"per-lautoservei-factor-clau-latencio-al-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/per-lautoservei-factor-clau-latencio-al-client\/","title":{"rendered":"Per qu\u00e8 l\u2019autoservei \u00e9s un factor clau en l\u2019atenci\u00f3 al client?"},"content":{"rendered":"

En els \u00faltims anys, la resist\u00e8ncia a l\u2019autoservei s\u2019ha esva\u00eft per complet. Permetre que els clients puguin resoldre els seus propis problemes s\u2019ha convertit en una opci\u00f3 molt valorada a les empreses centrades en els clients, i en la qual cada cop inverteixen m\u00e9s, ja que \u00e9s un factor clau en l\u2019atenci\u00f3 al client.<\/p>\n

Segons CCW Digital, un 91% de les organitzacions identifiquen l\u2019autoservei web<\/a> com un focus d\u2019inversi\u00f3 rellevant<\/strong>. Gaireb\u00e9 un 89% atribueix rellev\u00e0ncia a l\u2019autoservei m\u00f2bil, mentre que el 81% compr\u00e8n el valor de les inversions en IVR. M\u00e9s d\u2019un ter\u00e7 de les empreses creu que cadascuna d\u2019aquestes categories constitueix una prioritat d\u2019inversi\u00f3 urgent.<\/p>\n

Per qu\u00e8 l\u2019autoservei \u00e9s un factor clau en l\u2019atenci\u00f3 al client?<\/strong><\/h5>\n
1.- Empoderament del client<\/strong><\/h5>\n

Un dels temes predominants en el mercat actual \u00e9s la idea de l\u2019empoderament del client. Mentre que les empreses hist\u00f2ricament han imposat la seva voluntat als usuaris, ara entenen que els clients tenen el poder de definir l\u2019experi\u00e8ncia que reben. L\u2019autoservei, que ofereix als clients l\u2019opci\u00f3 de resoldre problemes per si mateixos, encaixa perfectament en aquesta idea \u201cd\u2019empoderament\u201d<\/strong>.<\/p>\n

2.- Revoluci\u00f3 omnicanal<\/strong><\/h5>\n

Vivim en una era omnicanal, i els clients tenen totes les raons per esperar una experi\u00e8ncia de comprom\u00eds completa i resolta en tots els canals. Mai han de sentir que s\u2019han \u201cd\u2019esfor\u00e7ar massa\u201d per comunicar-se en els seus canals d\u2019elecci\u00f3. Al permetre als clients resoldre problemes, o almenys iniciar el proc\u00e9s de resoluci\u00f3, l\u2019autoservei guanya una nova vida en l\u2019era omnicanal<\/strong>.<\/p>\n

3.- Augment de l\u2019experi\u00e8ncia sense fricci\u00f3<\/strong><\/h5>\n

Va ser f\u00e0cil l\u2019experi\u00e8ncia? Aquesta pregunta, sobretot, serveix per definir la qualitat de l\u2019experi\u00e8ncia del client en el mercat actual. Els clients d\u2019avui demanden experi\u00e8ncies sense friccions, i les empreses d\u2019avui saben que han de complir. Aquesta nova atenci\u00f3 a \u201cl\u2019esfor\u00e7\u201d explica el renovat \u00e8mfasi en l\u2019autoservei. Al permetre que els clients gestionin els problemes per si mateixos, l\u2019autoservei redueix l\u2019esfor\u00e7 de posar-se en contacte amb un agent en viu<\/strong>. A mesura que el seu objectiu \u00e9s reduir \u201cl\u2019esfor\u00e7\u201d, les organitzacions saben que tamb\u00e9 han de treballar per optimitzar les seves plataformes d\u2019autoservei existents.<\/p>\n

4.- Nou paper dels agents<\/strong><\/h5>\n

Amb l\u2019objectiu de crear un ambient de treball m\u00e9s atractiu pels agents i generar el major retorn de la inversi\u00f3 en els seus salaris, les organitzacions reconeixen cada cop m\u00e9s la necessitat d\u2019eliminar les tasques de menor valor dels seus empleats<\/strong>. Les transaccions simples i repetitives personifiquen aquestes tasques. Simplement resulten ser tipus de problemes que l\u2019autoservei pot ajudar a resoldre, reservant als agents per a consultes que requereixin d\u2019un valor afegit.<\/p>\n

5.- \u00c8mfasi en la intel\u00b7lig\u00e8ncia artificial<\/strong><\/h5>\n

Tots els l\u00edders empresarials volen aprofitar el poder de la intel\u00b7lig\u00e8ncia artificial. En l\u2019espai de contacte amb el client, una de les aplicacions m\u00e9s \u00f2bvies \u00e9s l\u2019autoservei. La intel\u00b7lig\u00e8ncia artificial pot ajudar a qu\u00e8 l\u2019autoservei sigui m\u00e9s adaptatiu i natural, i a fer m\u00e9s satisfact\u00f2ria l\u2019experi\u00e8ncia de client<\/strong>.<\/p>\n

Aquests cinc factors expliquen per qu\u00e8 l\u2019autoservei es classifica com un punt clau de contacte amb el client durant el 2018.<\/p>\n","protected":false},"excerpt":{"rendered":"

En els \u00faltims anys, la resist\u00e8ncia a l\u2019autoservei s\u2019ha esva\u00eft per complet. Permetre que els clients puguin resoldre els seus propis problemes s\u2019ha convertit en una opci\u00f3 molt valorada a les empreses centrades en els clients, i en la qual cada cop inverteixen m\u00e9s, ja que \u00e9s un factor clau en l\u2019atenci\u00f3 al client. Segons… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33239,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33238","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nPer qu\u00e8 l\u2019autoservei \u00e9s un factor clau en 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\/blog\/autoservicio-factor-clave-la-atencion-al-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Per qu\u00e8 l\u2019autoservei \u00e9s un factor clau en l\u2019atenci\u00f3 al client? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"En els \u00faltims anys, la resist\u00e8ncia a l\u2019autoservei s\u2019ha esva\u00eft per complet. Permetre que els clients puguin resoldre els seus propis problemes s\u2019ha convertit en una opci\u00f3 molt valorada a les empreses centrades en els clients, i en la qual cada cop inverteixen m\u00e9s, ja que \u00e9s un factor clau en l\u2019atenci\u00f3 al client. Segons... 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