{"id":33536,"date":"2019-09-02T09:38:48","date_gmt":"2019-09-02T07:38:48","guid":{"rendered":"https:\/\/enreach.es\/blog\/quin-es-el-futur-del-digital-first-en-el-servei-al-client\/"},"modified":"2022-06-23T13:51:25","modified_gmt":"2022-06-23T13:51:25","slug":"quin-es-el-futur-del-digital-first-en-el-servei-al-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quin-es-el-futur-del-digital-first-en-el-servei-al-client\/","title":{"rendered":"Quin \u00e9s el futur del digital-first en el servei al client?"},"content":{"rendered":"<p>El digital-first en el servei al client \u00e9s el que els usuaris d\u2019avui esperen: interactuar amb ells on estan, en el canal que desitgen i en temps real. Estan els call center al dia en l\u2019\u00e0mbit de la digitalitzaci\u00f3?<\/p>\n<p>Sense una estrat\u00e8gia digital de servei al client, els usuaris estan en l\u2019extrem receptor d\u2019un senyal \u2018d\u2019ocupat\u2019, o un tel\u00e8fon despenjat, \u00e9s a dir, sense atenci\u00f3 personalitzada. I amb tantes opcions disponibles, l\u2019usuari anir\u00e0 a una altra empresa si \u00e9s dif\u00edcil connectar-se digitalment amb una en concret.<\/p>\n<p>Les organitzacions que encara no estan interactuant amb els usuaris digitalment s\u2019estan quedant enrere. \u00c9s m\u00e9s, corren el risc de guanyar una mala reputaci\u00f3 per un servei deficient i comen\u00e7ar a perdre usuaris.<\/p>\n<h5><strong>Com \u00e9s el futur del digital-first en el servei al client?<\/strong><\/h5>\n<p>Aquest \u00e9s pron\u00f2stic de les empreses amb contact centers en el n\u00favol que innoven i evolucionen:<\/p>\n<ul>\n<li>Oferir un <strong>servei excepcional en els <\/strong><a href=\"https:\/\/www.masvoz.cat\/click-and-talk\/\"><strong>canals digitals<\/strong><\/a> que esperen els usuaris inclosos Facebook Messenger, Twitter, Apple Business Chat, WhatsApp, LinkedIn, SMS, correu electr\u00f2nic i xat et viu.<\/li>\n<li>Gestionar un nou paradigma \u201cpush \/ pull\u201d de maneig natural d\u2019<strong>interaccions en temps real<\/strong> (per exemple, veu \/ xat) i de <strong>missatgeria digital<\/strong> en una safata d\u2019entrada intel\u00b7ligent que elimina els sitges d\u2019agents digitals.<\/li>\n<li>Implantar <strong>plataformes unificades de gesti\u00f3 completa de serveis digitals<\/strong> en les operacions del call center.<\/li>\n<li>Fomentar la <strong>capacitat de connectar-se din\u00e0micament amb cada usuari en funci\u00f3 de les seves prefer\u00e8ncies<\/strong> i transformar la seva experi\u00e8ncia, mentre utilitza an\u00e0lisi i intel\u00b7lig\u00e8ncia artificial per millorar cont\u00ednuament els serveis relacionats amb l\u2019omnicanalitat.<\/li>\n<\/ul>\n<p>Segons els experts, la participaci\u00f3 digital en plataformes com WhatsApp, Twitter i Facebook Messenger \u00e9s essencial. \u00c9s el que esperen els usuaris. En aquesta propera generaci\u00f3 de servei al client, les empreses de totes les mides poden <strong>implementar i executar f\u00e0cilment converses digitals intel\u00b7ligents que superin les expectatives digitals dels usuaris<\/strong>.<\/p>\n<p>Aix\u00ed mateix, ser\u00e0 imprescindible eliminar les barreres que hist\u00f2ricament van desaccelerar la revoluci\u00f3 digital de l\u2019experi\u00e8ncia de l\u2019usuari, convertint-la en la plataforma de servei al client m\u00e9s intel\u00b7ligent i completa per a tots els canals.<\/p>\n<p>En conclusi\u00f3, els usuaris d\u2019avui esperen interactuar amb les empreses en multitud de canals digitals, en temps real i des de qualsevol lloc.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>El digital-first en el servei al client \u00e9s el que els usuaris d\u2019avui esperen: interactuar amb ells on estan, en el canal que desitgen i en temps real. Estan els call center al dia en l\u2019\u00e0mbit de la digitalitzaci\u00f3? Sense una estrat\u00e8gia digital de servei al client, els usuaris estan en l\u2019extrem receptor d\u2019un senyal&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/quin-es-el-futur-del-digital-first-en-el-servei-al-client\/\" title=\"Read Quin \u00e9s el futur del digital-first en el servei al client?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33537,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33536","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>Quin \u00e9s el futur del digital-first en el servei 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\/cual-es-el-futuro-del-digital-first-en-el-servicio-al-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quin \u00e9s el futur del digital-first en el servei al client? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"El digital-first en el servei al client \u00e9s el que els usuaris d\u2019avui esperen: interactuar amb ells on estan, en el canal que desitgen i en temps real. Estan els call center al dia en l\u2019\u00e0mbit de la digitalitzaci\u00f3? Sense una estrat\u00e8gia digital de servei al client, els usuaris estan en l\u2019extrem receptor d\u2019un senyal... 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