{"id":33836,"date":"2020-08-05T17:10:10","date_gmt":"2020-08-05T15:10:10","guid":{"rendered":"https:\/\/enreach.es\/blog\/per-que-el-futur-del-servei-al-client-es-el-contact-center-omnicanal\/"},"modified":"2022-06-23T13:51:57","modified_gmt":"2022-06-23T13:51:57","slug":"per-que-el-futur-del-servei-al-client-es-el-contact-center-omnicanal","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/per-que-el-futur-del-servei-al-client-es-el-contact-center-omnicanal\/","title":{"rendered":"Per qu\u00e8 el futur del servei al client \u00e9s el Contact Center omnicanal?"},"content":{"rendered":"

No importa com els clients es comuniquin amb una empresa, el que volen \u00e9s resoldre la seva consulta o problema de forma r\u00e0pida i sense complicacions.<\/p>\n

En aquest sentit, la implantaci\u00f3 de l\u2019omnicanalitat als contact center ha suposat un canvi important, ja que ara el 70% dels usuaris espera poder resoldre les seves consultes a trav\u00e9s de canals com el correu electr\u00f2nic, els xats en viu o les xarxes socials<\/strong>. Aquest \u00e9s el futur del servei al client per a petites i grans empreses.<\/p>\n

Satisfer aquestes demandes requereix una plataforma de servei que combini tots els canals digitals i les fonts de dades d\u2019una manera que els agents puguis usar de manera eficient i efectiva.<\/p>\n

Aquestes solucions de call center omnicanal<\/strong><\/a> estan dissenyades espec\u00edficament per abordar les necessitats canviants dels clients i estan superant a les eines multicanal dels call center heretats.<\/p>\n

Qu\u00e8 \u00e9s un contact center omnicanal?<\/strong><\/h5>\n

Un contact center omnicanal \u00e9s aquell en qu\u00e8 els agents poden administrar i utilitzar tots els canals de servei disponibles alhora<\/strong>. En un entorn modern, tamb\u00e9 implica que els agents utilitzin un sol software per treballar en tots els canals, ja siguin trucades telef\u00f2niques, correus electr\u00f2nics, SMS o xats en viu en llocs web.<\/p>\n

A l\u2019utilitzar una \u00fanica soluci\u00f3 de software per administrar tots els canals, els call center poden crear notes sobre cada client i posar-les a disposici\u00f3 de la resta de l\u2019equip per a cada interacci\u00f3 futura. D\u2019aquesta manera, els agents poden accedir a la fitxa del client per veure quin va ser el motiu de la seva \u00faltima comunicaci\u00f3, quin problema tenia i si es va resoldre satisfact\u00f2riament<\/strong>.<\/p>\n

Aix\u00f2 no nom\u00e9s facilita la prestaci\u00f3 del servei, sin\u00f3 que els analistes poden revisar les dades omnicanal per comprendre millor els problemes repetits que podrien estar perjudicant els resultats.<\/p>\n

D\u2019altra banda, els clients tenen la percepci\u00f3 que els agents els \u201cconeixen\u201d perqu\u00e8 tenen acc\u00e9s al seu historial i a interaccions anteriors. Segons Aberdeen, les experi\u00e8ncies dels clients omnicanal i els serveis de suport tenen un augment d\u2019un 91% any rere any en les taxes de retenci\u00f3 d\u2019usuaris<\/strong> en comparaci\u00f3 amb aquells call center sense solucions omnicanal, des del 2014.<\/p>\n

Qu\u00e8 es un call center multicanal i en qu\u00e8 es diferencia d\u2019un contact center omnicanal?<\/strong><\/h5>\n

El gran punt de confusi\u00f3 amb les solucions omnicanal \u00e9s com difereixen de les opcions multicanal anteriors i per qu\u00e8 aquesta difer\u00e8ncia \u00e9s essencial.<\/p>\n

Les solucions multicanal poden oferir als clients els mateixos m\u00e8todes per obtenir assist\u00e8ncia, per\u00f2 aquests canals no estan connectats<\/strong>. Per tant, no nom\u00e9s seran atesos per un agent diferent en un xat o una trucada telef\u00f2nica, sin\u00f3 que tamb\u00e9 hauran de tornar a proporcionar les dades i a explicar els problemes quan es moguin entre dos canals.<\/p>\n

En canvi, una soluci\u00f3 omnicanal t\u00e9 totes les opcions i canals connectats, el que fa que l\u2019experi\u00e8ncia del client sigui perfecte tant pel seu negoci com pel propi client<\/strong>.<\/p>\n

Quan el client obre un xat en el seu lloc web o aplicaci\u00f3 i despr\u00e9s fa clic per xatejar, l\u2019agent que es connecta immediatament obt\u00e9 l\u2019historial de xat recent. Per tant, t\u00e9 una visi\u00f3 completa dels clients i es posa a treballar d\u2019immediat per resoldre el seu problema<\/strong>.<\/p>\n

D\u2019aquesta manera, pot eliminar en gran mesura l\u2019entrada de dades duplicades per part del client, resolent una de les majors frustracions amb qualsevol interacci\u00f3 de servei al client.<\/p>\n

Qui utilitza ja els contact center omnicanal?<\/strong><\/h5>\n

Possiblement, els l\u00edders de la ind\u00fastria del call center ja utilitzen contact center omnicanal perqu\u00e8 les solucions s\u00f3n assequibles tant per a les pimes com per a les grans organitzacions.<\/p>\n

Les corporacions globals van ser les primeres en adoptar solucions omnicanal<\/strong> perqu\u00e8 les dades compartides poden facilitar la superaci\u00f3 de les barreres del idioma i proporcionar un servei 24\/7\/365 als clients<\/strong>.<\/p>\n

A mesura que la tecnologia va madurar, m\u00e9s funcions i capacitats es van posar a disposici\u00f3 de les organitzacions m\u00e9s petites que necessiten con\u00e8ixer als seus clients en els canals preferits. Avui en dia, les noves empreses digitals s\u00f3n les que m\u00e9s adopten el software omnicanal<\/strong>.<\/p>\n

Les empreses de comer\u00e7 electr\u00f2nic, per exemple, interactuen amb els clients principalment online i a trav\u00e9s del xat.<\/p>\n

L\u2019omnicanalitat ofereix un servei orientat al client<\/strong><\/h5>\n

Cada client t\u00e9 una forma preferida d\u2019interactuar amb les empreses. Alguns nom\u00e9s envien correus electr\u00f2nics mentre que d\u2019altres prefereixen trucar en el moment en qu\u00e8 tenen un problema.<\/p>\n

Les soluciones de contact center omnicanal ofereixen la mateixa assist\u00e8ncia a cada client, al integrar dades de tots els punts de contacte; per tant, els agents poden abordar r\u00e0pidament les preocupacions dels clients. Les solucions omnicanal faciliten encara m\u00e9s l\u2019\u00fas de les dades del software CRM, financer o espec\u00edfic de la ind\u00fastria<\/strong>. El prove\u00efdor o equip de TI nom\u00e9s necessita treballar en la integraci\u00f3 d\u2019una soluci\u00f3 \u00fanica per posar totes les dades a l\u2019abast dels agents.<\/p>\n

Con\u00e8ixer als clients en els canals que prefereixin amb ple coneixement sobre els seus problemes i experi\u00e8ncies passades a trav\u00e9s del seu historial. \u00c9s la forma intel\u00b7ligent d\u2019ajudar als agents a oferir un servei d\u2019alta qualitat que augmenti la reputaci\u00f3 de la marca i la retenci\u00f3 d\u2019usuaris<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

No importa com els clients es comuniquin amb una empresa, el que volen \u00e9s resoldre la seva consulta o problema de forma r\u00e0pida i sense complicacions. En aquest sentit, la implantaci\u00f3 de l\u2019omnicanalitat als contact center ha suposat un canvi important, ja que ara el 70% dels usuaris espera poder resoldre les seves consultes a… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33837,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33836","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nPer qu\u00e8 el futur del servei al client \u00e9s el Contact Center omnicanal? - 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-futuro-del-servicio-al-cliente-es-el-contact-center-omnicanal\/\" \/>\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 futur del servei al client \u00e9s el Contact Center omnicanal? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"No importa com els clients es comuniquin amb una empresa, el que volen \u00e9s resoldre la seva consulta o problema de forma r\u00e0pida i sense complicacions. 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