{"id":33848,"date":"2020-08-18T07:00:34","date_gmt":"2020-08-18T05:00:34","guid":{"rendered":"https:\/\/enreach.es\/blog\/com-aconseguir-un-servei-al-client-proactiu-a-les-petites-empreses\/"},"modified":"2022-06-23T13:51:59","modified_gmt":"2022-06-23T13:51:59","slug":"com-aconseguir-un-servei-al-client-proactiu-a-les-petites-empreses","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-aconseguir-un-servei-al-client-proactiu-a-les-petites-empreses\/","title":{"rendered":"Com aconseguir un servei al client proactiu a les petites empreses"},"content":{"rendered":"

Els ingressos i el flux de caixa s\u00f3n l\u2019\u00e0nima de les petites empreses. Una de les principals prioritats per aquestes \u00e9s trobar i mantenir clients. Per qu\u00e8? Perqu\u00e8 existeix una correlaci\u00f3 directa entre la satisfacci\u00f3 del client i els ingressos.<\/p>\n

Els clients satisfets tenen m\u00e9s probabilitat de repetir compres, recomanar l\u2019empresa a amics i familiars i aix\u00ed obtenir majors oportunitats de vendes addicionals. En resum, els clients fan negocis amb persones de la seva confian\u00e7a. Per aix\u00f2, si una petita empresa vol cr\u00e9ixer, ha de generar confian\u00e7a i lleialtat<\/strong>.<\/p>\n

Utilitzar un servei al client proactiu com a estrat\u00e8gia de creixement \u00e9s encara m\u00e9s necessari quan es considera el seu efecte durant els cicles comercials fluctuants. Quan l\u2019economia est\u00e0 creixent, un bon servei al client actua com un accelerador del creixement<\/strong>. Pel contrari, quan l\u2019economia est\u00e0 estancada, un bon servei al client millora la capacitat de les petites empreses per resistir a una recessi\u00f3. Una empresa pot no estar creixent, per\u00f2 pot sobreviure de la base de clients que ha creat<\/strong>.<\/p>\n

Per tant, per obtenir els beneficis que nom\u00e9s els clients satisfets poden oferir, les petites empreses han de comprendre als usuaris i crear els tipus d\u2019experi\u00e8ncies satisfact\u00f2ries que els mantindran compromesos. Un <\/strong>contant center efectiu<\/strong><\/a> \u00e9s essencial per assolir aquests objectius<\/strong>.<\/p>\n

El call center \u00e9s la interf\u00edcie designada entre una empresa i els seus clients. S\u2019utilitza per crear converses de vendes, oferir servei i suport postvenda i serveix com una eina d\u2019escolta activa per detectar les prefer\u00e8ncies i tend\u00e8ncies canviants dels consumidors.<\/p>\n

Com oferir un servei al client excepcional i proactiu<\/strong><\/h5>\n
Aconseguir un bon servei al client es basa en quatre criteris:<\/strong><\/h5>\n
1) Efic\u00e0cia<\/strong><\/h5>\n

Aquesta mesura determina si un client pot resoldre el seu problema satisfact\u00f2riament en el primer contacto. Els intents m\u00faltiples i inefica\u00e7os condueixen a la frustraci\u00f3 i insatisfacci\u00f3 del client. Les puntuacions de la resoluci\u00f3 del primer contacte (FCR, en les seves sigles en angl\u00e8s) i les avaluacions de qualitat (QE, en les seves sigles en angl\u00e8s) s\u00f3n bons predictors de l\u2019efectivitat del contact center<\/strong>.<\/p>\n

El treball d\u2019oferir un servei al client efectiu recau en els agents del call center i ells necessiten tota l\u2019ajuda que puguin rebre. Treballar en un centre d\u2019atenci\u00f3 al client pot ser estressant. El treball \u00e9s molt repetitiu, i sovint es demana als agents que resolguin problemes pels quals no han estat formats adequadament<\/strong>. Per tant, per oferir un excel\u00b7lent servei al client, primer s\u2019ha de capacitar als agents.<\/p>\n

2) Facilitat d\u2019\u00fas<\/strong><\/h5>\n

Aquesta mesura ajuda a determinar amb quina facilitat pot un client obtenir ajuda. La satisfacci\u00f3 rebuda d\u2019un servei efectiu pot veure\u2019s afectada si l\u2019experi\u00e8ncia ha estat dif\u00edcil o desagradable. Els KPI b\u00e0sics de gesti\u00f3 de contactes s\u00f3n un bon punt de partida per mesurar la facilitat d\u2019\u00fas del client. Aquests KPI inclouen la velocitat mitjana de resposta (ASA, en les seves sigles en angl\u00e8s), la taxa d\u2019abandonament, la taxa de transfer\u00e8ncia, la taxa de retenci\u00f3, la taxa d\u2019autoservei i els comentaris dels clients<\/strong>.<\/p>\n

Per\u00f2 tamb\u00e9 s\u2019ha de considerar la recent explosi\u00f3 de canals digitals degut a les expectatives canviants dels clients. Aquests inclouen l\u2019augment de l\u2019\u00fas de les xarxes m\u00f2bils i socials, un ACD (Distribu\u00efdor Autom\u00e0tic de Trucades) omnicanal intel\u00b7ligent, xat en viu, Intel\u00b7lig\u00e8ncia Artificial, bots de IA i an\u00e0lisi de sentiments<\/strong>, entre d\u2019altres.<\/p>\n

3) Emoci\u00f3<\/strong><\/h5>\n

Potser aquesta sigui la mesura m\u00e9s important perqu\u00e8 reflecteix la satisfacci\u00f3 general del client. Existeixen nombroses formes en les quals un call center pot oferir un servei de forma senzilla i efectiva, per\u00f2 tot i aix\u00ed deixar als clients insatisfets. La satisfacci\u00f3 del client (CSAT, en les seves sigles en angl\u00e8s) i el Net Promoter Score (NPS, en les seves sigles en angl\u00e8s) s\u00f3n bones m\u00e8triques per con\u00e8ixer el nivell de satisfacci\u00f3 dels clients en les seves interaccions amb el contact center<\/strong>.<\/p>\n

Els clients que reporten alts nivells de satisfacci\u00f3 tenen m\u00e9s probabilitats de ser lleials. Per\u00f2, com saber quina \u00e9s la satisfacci\u00f3 dels clients si no es mesuren els seus sentiments? Com es poden fer les millores necess\u00e0ries per augmentar la satisfacci\u00f3 sense saber qu\u00e8 els hi agrada i qu\u00e8 no els hi agrada als clients sobre les seves interaccions?<\/p>\n

Els contact center obsolets dificulten que els l\u00edders empresarials coneguin les prefer\u00e8ncies dels clients perqu\u00e8 no tenen feedback b\u00e0sic i avan\u00e7at i an\u00e0lisi de sentiments en les interaccions.<\/p>\n

4) Control de costos vs. experi\u00e8ncia del client<\/strong><\/h5>\n

Alguns l\u00edders de call centers poden prioritzar els estalvis en el control de costos sobre l\u2019entrega d\u2019un excel\u00b7lent servei al client. No obstant, els beneficis derivats de clients satisfets superen els estalvis en reducci\u00f3 de costos<\/strong>.<\/p>\n

En conclusi\u00f3, els clients recompensen a les empreses en les quals confien a trav\u00e9s de la seva lleialtat i les seves recomanacions. Aquestes poden accelerar el creixement de les petites empreses. El call center \u00e9s clau per fidelitzar als clients si s\u2019ofereix un servei al client proactiu<\/strong>. La millor manera d\u2019oferir un servei al client efectiu, f\u00e0cil i satisfactori \u00e9s assegurar-se que el contact center capaciti als agents, ofereixi les comoditats que exigeixen els clients i mesurin la satisfacci\u00f3 del client.<\/p>\n","protected":false},"excerpt":{"rendered":"

Els ingressos i el flux de caixa s\u00f3n l\u2019\u00e0nima de les petites empreses. Una de les principals prioritats per aquestes \u00e9s trobar i mantenir clients. Per qu\u00e8? Perqu\u00e8 existeix una correlaci\u00f3 directa entre la satisfacci\u00f3 del client i els ingressos. Els clients satisfets tenen m\u00e9s probabilitat de repetir compres, recomanar l\u2019empresa a amics i familiars… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33849,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33848","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nCom aconseguir un servei al client proactiu a les petites empreses - 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\/como-conseguir-un-servicio-al-cliente-proactivo-en-las-pequenas-empresas\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com aconseguir un servei al client proactiu a les petites empreses - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Els ingressos i el flux de caixa s\u00f3n l\u2019\u00e0nima de les petites empreses. Una de les principals prioritats per aquestes \u00e9s trobar i mantenir clients. Per qu\u00e8? Perqu\u00e8 existeix una correlaci\u00f3 directa entre la satisfacci\u00f3 del client i els ingressos. Els clients satisfets tenen m\u00e9s probabilitat de repetir compres, recomanar l\u2019empresa a amics i familiars... 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