{"id":33679,"date":"2023-12-07T11:15:57","date_gmt":"2023-12-07T10:15:57","guid":{"rendered":"https:\/\/enreach.es\/blog\/5-consells-per-a-la-retencio-de-clients-en-un-contact-center\/"},"modified":"2023-12-13T11:50:39","modified_gmt":"2023-12-13T10:50:39","slug":"5-consells-per-a-la-retencio-de-clients-en-un-contact-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/5-consells-per-a-la-retencio-de-clients-en-un-contact-center\/","title":{"rendered":"5 consells per retenir clients des d&#8217;un contact center"},"content":{"rendered":"\n<h5 class=\"wp-block-heading\"><strong>Nivell:<\/strong>&nbsp;Principiant<\/h5>\n\n\n\n<p>Sabies que el&nbsp;<strong>69% dels clients assegura no ser lleial a cap marca<\/strong>? L&#8217;\u00faltim estudi de la consultora Marigold,&nbsp;<a href=\"https:\/\/meetmarigold.com\/consumer-trends-index\/\">The Consumer Trends Index 2023<\/a>, que assegurava que el 59% dels consumidors estarien disposats a pagar m\u00e9s per productes de la seva marca favorita, no menteix:&nbsp;<strong>el mercat est\u00e0 completament dividit.<\/strong><\/p>\n\n\n\n<blockquote class=\"wp-block-quote has-text-align-center has-text-color has-link-color has-large-font-size wp-elements-cdf3eaea45d55fc63f96b34ddaf5c62c is-layout-flow wp-block-quote-is-layout-flow\" style=\"color:#7a17f8\">\n<p class=\"has-text-color has-link-color has-large-font-size wp-elements-ae59ecb6119258ab4dcdc0aa071871d4\" style=\"color:#7a17f8;font-style:italic;font-weight:200\">\u201cEl 69% dels clients assegura no ser lleial a cap marca\u201d<\/p>\n<\/blockquote>\n\n\n\n<p>Algunes marques com Apple, Lacoste o Amazon tenen fidels adeptes mentre que&nbsp;<strong>altres pateixen cada dia per retenir els seus clients<\/strong>. Com pot ser aix\u00f2 possible? Perqu\u00e8 aquestes i moltes altres marques&nbsp;<strong>treballen di\u00e0riament per fer feli\u00e7os els seus clients<\/strong>.<\/p>\n\n\n\n<p><strong>Una pe\u00e7a clau de la satisfacci\u00f3 dels clients es troba en el&nbsp;<\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/\"><strong>contact center<\/strong><\/a>. No hi ha res millor que posar-se en contacte amb l&#8217;atenci\u00f3 al client amb un problema i acabar la conversa o la trucada amb una soluci\u00f3.<\/p>\n\n\n\n<p>\u00c9s per aix\u00f2 que avui et donem&nbsp;<strong>cinc consells per deixar de perdre clients<\/strong>&nbsp;i comen\u00e7ar a fidelitzar-los a trav\u00e9s dels teus canals d&#8217;atenci\u00f3 al client.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>QU\u00c8 ET FALTA PER RETENIR ELS CLIENTS?<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading has-text-color has-link-color wp-elements-1119430d081a54ae1e99f7d6cca42c07\" style=\"color:#ac96ff\"><strong>1. TENIR UN SERVEI DE 10<\/strong><\/h3>\n\n\n\n<p>Darrerament, els clients s\u00f3n cada vegada m\u00e9s exigents i demanen, sobretot,&nbsp;<strong>una atenci\u00f3 24 hores i r\u00e0pida<\/strong>. Com que comprem o consumim productes o serveis a totes hores,&nbsp;<strong>els h\u00e0bits dels consumidors han canviat<\/strong>.<\/p>\n\n\n\n<p>Per\u00f2 no t&#8217;amo\u00efnis!&nbsp;<strong>La tecnologia est\u00e0 al teu costat<\/strong>&nbsp;per complir fins i tot els est\u00e0ndards m\u00e9s alts. Comptant amb un&nbsp;<strong>software d&#8217;atenci\u00f3 al client avan\u00e7at<\/strong>&nbsp;podr\u00e0s:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Deixar respostes prescrites i programades<\/strong>&nbsp;perqu\u00e8 el client rebi sempre una resposta immediata a la seva consulta. En fer-ho, tamb\u00e9 estalviar\u00e0s que els agents estiguin escrivint respostes comunes repetidament.<\/li>\n\n\n\n<li><strong>Habilitar canals de missatgeria instant\u00e0nia<\/strong>&nbsp;per atendre a m\u00e9s clients. Com que la comunicaci\u00f3 per WhatsApp o WebChat sol ser asincr\u00f2nica, els agents podran resoldre m\u00e9s problemes en menys temps.<\/li>\n\n\n\n<li><strong>Aprofitar els&nbsp;<\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/inteligencia-artificial\/\"><strong>avantatges de la IA<\/strong><\/a>. Aquesta tecnologia \u00e9s capa\u00e7 de dirigir millor les comunicacions, recollir informaci\u00f3 rellevant del client i fins i tot resoldre les consultes m\u00e9s freq\u00fcents sense la intervenci\u00f3 d&#8217;un agent.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-text-color has-link-color wp-elements-a3707fcd57e31156afa8d02407ed45df\" style=\"color:#ac96ff\"><strong>2. FER ENQUESTES<\/strong><\/h3>\n\n\n\n<p>Con\u00e8ixer qu\u00e8 pensen els teus clients de primera m\u00e0&nbsp;<strong>t&#8217;ajudar\u00e0 a saber quins s\u00f3n els motius pels quals es produeix una baixa<\/strong>&nbsp;i si est\u00e0 relacionat amb alguna funcionalitat d\u2019un producte\/servei o d\u2019una mala atenci\u00f3 al client.<\/p>\n\n\n\n<p>Hi ha dos tipus d&#8217;enquestes per excel\u00b7l\u00e8ncia per mesurar la satisfacci\u00f3 dels teus clients:&nbsp;<strong>les enquestes CSAT i les enquestes NPS (Net Promoter Score)<\/strong>. Tot i que ambdues mesuren el mateix, se centren en diferents aspectes i utilitzen enfocaments molt diferents.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>LES ENQUESTES CSAT<\/strong><\/h4>\n\n\n\n<p><strong>Enfocament:<\/strong>&nbsp;Les enquestes CSAT se centren a mesurar la satisfacci\u00f3 general del client amb una interacci\u00f3 espec\u00edfica, producte o servei.<\/p>\n\n\n\n<p><strong>Pregunta t\u00edpica:<\/strong>&nbsp;La pregunta t\u00edpica en les enquestes CSAT podria ser &#8220;En una escala de l&#8217;1 al 5, que tan satisfet est\u00e0s amb [producte \/ servei \/ interacci\u00f3]?&#8221; I a continuaci\u00f3, els clients responen amb un n\u00famero que representa el seu nivell de satisfacci\u00f3.<\/p>\n\n\n\n<p><strong>Puntuaci\u00f3:<\/strong>&nbsp;Es calcula una puntuaci\u00f3 mitjana en funci\u00f3 de les respostes, i aquesta puntuaci\u00f3 proporciona una indicaci\u00f3 general de la satisfacci\u00f3 del client.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>LES ENQUESTES NPS<\/strong><\/h4>\n\n\n\n<p><strong>Enfocament:<\/strong>&nbsp;Les enquestes NPS se centren a mesurar la disposici\u00f3 dels clients a recomanar un producte o servei a altres.<\/p>\n\n\n\n<p><strong>Pregunta t\u00edpica:<\/strong>&nbsp;La pregunta central en les enquestes NPS \u00e9s &#8220;En una escala de 0 a 10, quan probable \u00e9s que recomanis [producte \/ servei \/ empresa] a un conegut?&#8221; Els clients es divideixen en tres categories segons les seves respostes: Promotors (9-10), Passius (7-8) i Detractors (0-6).<\/p>\n\n\n\n<p><strong>Puntuaci\u00f3:<\/strong>&nbsp;Es calcula restant el percentatge de Detractors del percentatge de Promotors, el que dona com a resultat un n\u00famero entre -100 i 100. Un NPS positiu es considera bo, mentre que un NPS negatiu indica \u00e0rees de millora.<\/p>\n\n\n\n<p>Realitzant aquestes enquestes trobar\u00e0s, d&#8217;una banda, si hi ha algun producte o servei que&nbsp;<strong>no est\u00e0 complint les expectatives dels teus clients<\/strong>&nbsp;i, d&#8217;altra banda,&nbsp;<strong>el grau de satisfacci\u00f3 de la teva marca<\/strong>.<\/p>\n\n\n\n<p><strong>Amb aquesta informaci\u00f3 pots prendre decisions<\/strong>&nbsp;per emprar estrat\u00e8gies de m\u00e0rqueting de fidelitzaci\u00f3, millorar alguna funcionalitat del teu producte \/ servei, etc.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-text-color has-link-color wp-elements-fd6bebe348603dbdb9ceae3fd6fde813\" style=\"color:#ac96ff\"><strong>3. INVERTEIX EN FORMACI\u00d3 PER ALS TEUS AGENTS<\/strong><\/h3>\n\n\n\n<p>Per cuidar dels teus clients has de vetllar que els&nbsp;<strong>teus agents estiguin capacitats per atendre&#8217;ls<\/strong>. Des del principi, pots desenvolupar un programa de&nbsp;<em>mentoring<\/em>&nbsp;perqu\u00e8 un agent veter\u00e0 ensenyi al nous les seves habilitats t\u00e8cniques i&nbsp;<em>soft skills<\/em>.<\/p>\n\n\n\n<p>I per als que ja formen part de l&#8217;equip,&nbsp;<strong>pots escoltar les converses<\/strong>&nbsp;en les quals s&#8217;ha produ\u00eft una baixa i determinar si hi ha algun error en el discurs o, per exemple, si nom\u00e9s un agent s&#8217;encarrega de gestionar-les i necessita tenir un&nbsp;<em>back-up<\/em>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-text-color has-link-color wp-elements-ae67dd99bbb7ae43204d1265e231e03c\" style=\"color:#ac96ff\"><strong>4. PERSONALITZA L&#8217;EXPERI\u00c8NCIA DEL CLIENT<\/strong><\/h3>\n\n\n\n<p>Una altra pe\u00e7a clau per fidelitzar els teus clients \u00e9s&nbsp;<strong>oferir una atenci\u00f3 personalitzada<\/strong>. Aix\u00f2 vol dir que quan es posin en contacte amb el call center,&nbsp;<strong>no haurien de repetir el motiu de la seva trucada<\/strong>, ni dir quant temps fa que s\u00f3n clients, ni quins productes han comprat.<\/p>\n\n\n\n<p>Aix\u00f2 s&#8217;aconsegueix&nbsp;<strong>proporcionant als agents un hist\u00f2ric de la fitxa del client<\/strong>. Com que els softwares de contact center avan\u00e7ats es poden connectar amb gaireb\u00e9 tots els CRMs del mercat, tota aquesta formaci\u00f3 quedar\u00e0 gravada i totalment accessible pels agents.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-text-color has-link-color wp-elements-962bbdb123c1d9575f75542ddbbfbe5e\" style=\"color:#ac96ff\"><strong>5. OFEREIX AJUDA PROACTIVAMENT<\/strong><\/h3>\n\n\n\n<p>En lloc de quedar-te a l&#8217;espera, \u00e9s el moment de fer un pas endavant i&nbsp;<strong>anticipar-te a les necessitats dels teus clients<\/strong>. Habilitar un canal de contacte proper i immediat, com els SMS, t&#8217;ajudar\u00e0 a comen\u00e7ar amb bon peu.<\/p>\n\n\n\n<p>Des d&#8217;aquest canal podr\u00e0s recordar-los la data de la seva&nbsp;<strong>pr\u00f2xima cita<\/strong>, informar-los sobre&nbsp;<strong>l&#8217;estat del seu comanda<\/strong>&nbsp;o alertar-los sobre qualsevol&nbsp;<strong>interrupci\u00f3 programada en el servei<\/strong>.<\/p>\n\n\n\n<p>El bo \u00e9s que&nbsp;<strong>t&#8217;assegures que sempre ho llegiran<\/strong>&nbsp;i encara que siguin not\u00edcies negatives, prefereixen saber-ho amb antelaci\u00f3 abans d&#8217;haver de trucar personalment a l&#8217;atenci\u00f3 al client.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-text-color has-link-color wp-elements-e02c8c3f3d7461aca68289b769e5bf06\" style=\"color:#ac96ff\"><strong>TORNAR A COMEN\u00c7AR!<\/strong><\/h3>\n\n\n\n<p>La millor manera de retenir els teus clients \u00e9s&nbsp;<strong>adoptar una filosofia de millora cont\u00ednua<\/strong>&nbsp;i repetir aquests cinc passos constantment. Quan hi hagi la necessitat de millorar un producte o servei,&nbsp;<strong>escolta atentament el que els teus clients tinguin a dir<\/strong>. Assegura&#8217;t de&nbsp;<strong>formar els teus agents en&nbsp;<em>soft<\/em>&nbsp;i&nbsp;<em>hard skills<\/em><\/strong>, cerca constantment noves formes de&nbsp;<strong>personalitzar la teva atenci\u00f3 al client<\/strong>&nbsp;i, sobretot,&nbsp;<strong>comunica&#8217;t amb els teus consumidors<\/strong>&nbsp;abans que ells prenguin la iniciativa.<\/p>\n\n\n\n<p>Si et trobes limitat per les capacitats del teu software de contact center i no pots seguir aquests passos,&nbsp;<strong>el nostre equip d&#8217;experts est\u00e0 sempre disponible<\/strong>&nbsp;per oferir-te demos personalitzades. Programa la teva trucant al&nbsp;<strong>900 670 750<\/strong>&nbsp;o escrivint al xat que es troba m\u00e9s avall. Estem aqu\u00ed per ajudar-te a no perdre ni un client m\u00e9s.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Sabies que el\u00a069% dels clients assegura no ser lleial a cap marca? L&#8217;\u00faltim estudi de la consultora Marigold,\u00a0The Consumer Trends Index 2023, que assegurava que el 59% dels consumidors estarien disposats a pagar m\u00e9s per productes de la seva marca favorita, no menteix:\u00a0el mercat est\u00e0 completament dividit.<\/p>\n","protected":false},"author":1,"featured_media":46600,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[5157,5139,5159,5123,4825],"class_list":["post-33679","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-call-center-ca-2","tag-contact-center-ca-2","tag-cx-ca-2","tag-experiencia-de-client","tag-fidelitzacio"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>5 consells per retenir clients des d&#039;un contact center - 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\/ca\/blog\/5-consells-per-a-la-retencio-de-clients-en-un-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 consells per retenir clients des d&#039;un contact center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Sabies que el\u00a069% dels clients assegura no ser lleial a cap marca? L&#039;\u00faltim estudi de la consultora Marigold,\u00a0The Consumer Trends Index 2023, que assegurava que el 59% dels consumidors estarien disposats a pagar m\u00e9s per productes de la seva marca favorita, no menteix:\u00a0el mercat est\u00e0 completament dividit.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/enreach.es\/ca\/blog\/5-consells-per-a-la-retencio-de-clients-en-un-contact-center\/\" \/>\n<meta property=\"og:site_name\" content=\"Enreach ES\" \/>\n<meta property=\"article:published_time\" content=\"2023-12-07T10:15:57+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-12-13T10:50:39+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/enreach.es\/wp-content\/uploads\/2023\/12\/empresario-masculino-feliz-que-tiene-videollamada-computadora-portatil-mientras-trabaja-call-center.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Enreach\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrit per\" \/>\n\t<meta name=\"twitter:data1\" content=\"Enreach\" \/>\n\t<meta name=\"twitter:label2\" content=\"Temps estimat de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minuts\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/enreach.es\/ca\/blog\/5-consells-per-a-la-retencio-de-clients-en-un-contact-center\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/5-consells-per-a-la-retencio-de-clients-en-un-contact-center\/\"},\"author\":{\"name\":\"Enreach\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"headline\":\"5 consells per retenir clients des d&#8217;un contact center\",\"datePublished\":\"2023-12-07T10:15:57+00:00\",\"dateModified\":\"2023-12-13T10:50:39+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/5-consells-per-a-la-retencio-de-clients-en-un-contact-center\/\"},\"wordCount\":1225,\"image\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/5-consells-per-a-la-retencio-de-clients-en-un-contact-center\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2023\/12\/empresario-masculino-feliz-que-tiene-videollamada-computadora-portatil-mientras-trabaja-call-center.png\",\"keywords\":[\"call center\",\"contact center\",\"CX\",\"experiencia de client\",\"fidelitzaci\u00f3\"],\"articleSection\":[\"Atenci\u00f3 al client\"],\"inLanguage\":\"ca\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/enreach.es\/ca\/blog\/5-consells-per-a-la-retencio-de-clients-en-un-contact-center\/\",\"url\":\"https:\/\/enreach.es\/ca\/blog\/5-consells-per-a-la-retencio-de-clients-en-un-contact-center\/\",\"name\":\"5 consells per retenir clients des d'un contact center - 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