{"id":33548,"date":"2019-09-12T09:30:16","date_gmt":"2019-09-12T07:30:16","guid":{"rendered":"https:\/\/enreach.es\/blog\/per-que-el-servei-digital-al-client-depen-del-software-i-les-habilitats-socials\/"},"modified":"2022-06-23T13:51:26","modified_gmt":"2022-06-23T13:51:26","slug":"per-que-el-servei-digital-al-client-depen-del-software-i-les-habilitats-socials","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/per-que-el-servei-digital-al-client-depen-del-software-i-les-habilitats-socials\/","title":{"rendered":"Per qu\u00e8 el servei digital al client dep\u00e8n del software i les habilitats socials?"},"content":{"rendered":"<p>Si el lliurament d\u2019un excel\u00b7lent servei digital al client fos tan simple com seguir una f\u00f3rmula, totes les empreses l\u2019utilitzarien. Per\u00f2 no \u00e9s aix\u00ed. De fet, el 89% dels tweets d\u2019usuaris a empreses no reben resposta, i aquest mal servei \u00e9s una de les principals raons de la p\u00e8rdua de clients.<\/p>\n<p>Segons els experts, <strong>un bon servei digital al client dep\u00e8n d\u2019una combinaci\u00f3 del millor software i les habilitats socials o interpersonals adequades dels empleats<\/strong>. Per tant, es tracta d\u2019una doble inversi\u00f3 en software i en agents.<\/p>\n<p>Oferir un servei al client digital exemplar, que augmenti la lleialtat, les vendes i el ROI, significa integrar un software fiable i capacitar al personal per aprofitar al m\u00e0xim la tecnologia.<\/p>\n<h5><strong>Per qu\u00e8 el software \u00e9s un actiu clau?<\/strong><\/h5>\n<p>Els usuaris d\u2019avui en dia s\u00f3n digitals i busquen una resposta instant\u00e0nia a les seves consultes, pel que el servei al client a les xarxes socials ha de complir les seves expectatives. Quan la majoria dels usuaris esperen una resposta en menys d\u2019una hora, els agents han d\u2019estar preparats. Aqu\u00ed \u00e9s on entra en joc un bon software. No \u00e9s possible mantenir una pres\u00e8ncia activa de la marca a les xarxes socials sense el software adequat.<\/p>\n<p><strong>Les empreses saben que la integraci\u00f3 del servei digital al client \u00e9s una necessitat, per\u00f2 no sempre entenen el que busquen en una <\/strong><a href=\"https:\/\/www.masvoz.cat\/productes\/cloud-contact-center\/integracio\/\"><strong>soluci\u00f3 de software<\/strong><\/a>. Hi ha moltes opcions a considerar, pel que \u00e9s \u00fatil investigar primer.<\/p>\n<p>Tamb\u00e9 \u00e9s molt important definir exactament quines s\u00f3n les necessitats i expectatives de l\u2019organitzaci\u00f3. <strong>Una soluci\u00f3 que es pugui escalar r\u00e0pidament juntament amb els temps de pic d\u2019\u00fas i el creixement de l\u2019empresa ser\u00e0 molt valu\u00f3s a llarg termini<\/strong>.<\/p>\n<p>En aquest sentit, no importa quina sigui la mida de la companyia, hi ha punts fonamentals comuns que totes han d\u2019identificar abans de comprometre\u2019s amb un prove\u00efdor.<\/p>\n<p><strong>Aquestes s\u00f3n algunes de les caracter\u00edstiques clau per a qualsevol software de servei digital al client:<\/strong><\/p>\n<ul>\n<li><strong>CRM potent:<\/strong> l\u2019eina de CRM adequada atorgar\u00e0 m\u00e9s informaci\u00f3 a l\u2019empresa sobre cada usuari, recopilant dades valuoses de tots els canals digitals en un sistema que estar\u00e0 en constant creixement. <strong>Amb m\u00e9s informaci\u00f3 sobre cada usuari, els agents poden oferir un servei m\u00e9s personalitzat<\/strong>.<\/li>\n<li><strong>Enrutament intel\u00b7ligent:<\/strong> enrutar a cada usuari al millor agent en funci\u00f3 de la naturalesa de la consulta i de les dades de CRM recopilades pr\u00e8viament, <strong>ajuda als agents a crear connexions m\u00e9s humanes mentre proporcionen un servei m\u00e9s eficient a llarg termini<\/strong>.<\/li>\n<li><strong>Xat bots:<\/strong> els usuaris exigeixen cada cop m\u00e9s xat bots. Per qu\u00e8 no donar-los el que volen? El millor software de servei digital al client proporciona una soluci\u00f3 de xat bot f\u00e0cil d\u2019usar que pot crear-se senzillament d\u2019acord amb les especificacions de cada empresa.<\/li>\n<\/ul>\n<p>Un cop que l\u2019organitzaci\u00f3 tingui el millor software de servei digital al client, adaptada a la mida de l\u2019empresa i les necessitats dels usuaris, s\u2019ha d\u2019assegurar un segon pas. Els agents han d\u2019estar capacitats per emprar el software i aix\u00ed poder aprofitar al m\u00e0xim les seves funcionalitats, oferint un servei a l\u2019usuari m\u00e9s eficient i amb millors resultats.<\/p>\n<h5><strong>Quin paper juguen les habilitats socials?<\/strong><\/h5>\n<p>Sabent quines s\u00f3n les habilitats socials essencials pels agents de servei al client, les empreses poden contractar a les persones apropiades pel treball i despr\u00e9s formar-los de manera m\u00e9s efectiva.<\/p>\n<p><strong>Aquestes s\u00f3n algunes de les habilitats clau que tots els agents del servei al client han de tenir:<\/strong><\/p>\n<ul>\n<li><strong>Empatia:<\/strong> aquest tret t\u00e9 molt de valor en el servei al client. Un gran servei \u00e9s emp\u00e0tic perqu\u00e8 valora a cada usuari com un individu, fent-los sentir apreciats, el que alhora inspira lleialtat.<\/li>\n<li><strong>Humanitzar la comunicaci\u00f3:<\/strong> els usuaris volen parlar amb humans, no amb robots. Aix\u00f2 vol dir que tota comunicaci\u00f3 amb ells ha d\u2019estar centrada en l\u2019\u00e9sser hum\u00e0, aprofitant l\u2019espontane\u00eftat i les peculiaritats de la comunicaci\u00f3 real, coses que els xat bots no poden replicar.<\/li>\n<li><strong>\u00das de dades per proporcionar un millor servei:<\/strong> el CRM ofereix als agents dades valuoses sobre cada usuari. Per aix\u00f2 \u00e9s important que estiguin capacitats per aprofitar al m\u00e0xim aquesta informaci\u00f3 i aix\u00ed personalitzar el servei.<\/li>\n<\/ul>\n<p>Diversos estudis indiquen que <strong>el futur del servei al client estar\u00e0 impulsat per humans ajudats per un software adaptat a les necessitats del call center<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Si el lliurament d\u2019un excel\u00b7lent servei digital al client fos tan simple com seguir una f\u00f3rmula, totes les empreses l\u2019utilitzarien. Per\u00f2 no \u00e9s aix\u00ed. De fet, el 89% dels tweets d\u2019usuaris a empreses no reben resposta, i aquest mal servei \u00e9s una de les principals raons de la p\u00e8rdua de clients. Segons els experts, un&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/per-que-el-servei-digital-al-client-depen-del-software-i-les-habilitats-socials\/\" title=\"Read Per qu\u00e8 el servei digital al client dep\u00e8n del software i les habilitats socials?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33549,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33548","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>Per qu\u00e8 el servei digital al client dep\u00e8n del software i les habilitats socials? - 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\/por-que-el-servicio-digital-al-cliente-depende-del-software-y-las-habilidades-sociales\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Per qu\u00e8 el servei digital al client dep\u00e8n del software i les habilitats socials? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Si el lliurament d\u2019un excel\u00b7lent servei digital al client fos tan simple com seguir una f\u00f3rmula, totes les empreses l\u2019utilitzarien. Per\u00f2 no \u00e9s aix\u00ed. De fet, el 89% dels tweets d\u2019usuaris a empreses no reben resposta, i aquest mal servei \u00e9s una de les principals raons de la p\u00e8rdua de clients. Segons els experts, un... 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