{"id":34020,"date":"2021-02-09T07:46:24","date_gmt":"2021-02-09T06:46:24","guid":{"rendered":"https:\/\/enreach.es\/blog\/quins-son-els-beneficis-que-ofereix-una-experiencia-del-client-connectada\/"},"modified":"2022-06-23T13:52:17","modified_gmt":"2022-06-23T13:52:17","slug":"quins-son-els-beneficis-que-ofereix-una-experiencia-del-client-connectada","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quins-son-els-beneficis-que-ofereix-una-experiencia-del-client-connectada\/","title":{"rendered":"Quins s\u00f3n els beneficis que ofereix una experi\u00e8ncia del client connectada?"},"content":{"rendered":"<p>Hi ha molts factors que influeixen per tenir una experi\u00e8ncia de client connectada. Com es pot aconseguir? Per exemple, utilitzant informaci\u00f3 valuosa de dades de clients a partir d\u2019una experi\u00e8ncia connectada i centralitzen tot el customer journey en una estrat\u00e8gia omnicanal basada en comportaments i coneixements d\u2019aquestes dades.<\/p>\n<p>Aix\u00f2 d\u00f3na com a resultat diversos beneficis, des d\u2019una millor retenci\u00f3 de clients fins a un augment de les vendes, per\u00f2 en la l\u00ednia de base de la CX hi ha tres claus per a qualsevol empresa que intenti mantenir-se per endavant del seu mercat:<\/p>\n<ul>\n<li><strong>Major lleialtat del client:<\/strong> Quan els clients saben que estan rebent el suport en cadascun dels punts del recorregut del seu viatge, s\u00f3n fidels a la marca.<\/li>\n<li><strong>Clients m\u00e9s f\u00e0cils de predir:<\/strong> Una CX connectada permet veure tots els aspectes del comportament i l\u2019activitat del client. <strong>Les dades recollides a trav\u00e9s de la plataforma de servei al client permeten predir autom\u00e0ticament el seu comportament i adaptar les tecnologies pel futur<\/strong> i aix\u00ed poder anticipar les necessitats.<\/li>\n<li><strong>Major confian\u00e7a en la marca:<\/strong> Quan s\u2019adopta una <strong>experi\u00e8ncia multicanal<\/strong> i t\u00e9 un proc\u00e9s connectat, <strong>el perfil del client \u00e9s f\u00e0cilment accessible per a totes les parts involucrades en el proc\u00e9s de suport<\/strong>. Aix\u00f2 ajuda a reduir el risc de problemes i errors que poden soscavar la confian\u00e7a del client en la marca.<\/li>\n<\/ul>\n<h5><strong>El paper de la tecnologia de servei al client<\/strong><\/h5>\n<p>La \u201cTecnologia de servei al client\u201d \u00e9s un terme general que es refereix a qualsevol tecnologia que s\u2019utilitza per millorar la CX o el proc\u00e9s de servei al client.<\/p>\n<p>En l\u2019experi\u00e8ncia del client, la <strong><a href=\"https:\/\/www.masvoz.cat\/telefonia-contact-centers\/\">tecnologia de servei al client<\/a> <\/strong>permet a les marques no nom\u00e9s <strong>oferir el suport que les persones necessiten<\/strong>, sin\u00f3 tamb\u00e9 anticipar-se <strong>i garantir que l\u2019atenci\u00f3 al client estigui en cada pas del cam\u00ed<\/strong> per a qu\u00e8 les persones puguin realitzar les consultes que necessiten resoldre.<\/p>\n<p><strong>La qualitat i la capacitat de la tecnologia que utilitza una marca pel comprom\u00eds digital<\/strong><strong>,<\/strong><strong> tindr\u00e0 un gran impacte tant en l\u2019experi\u00e8ncia dels agents i els usuaris, com en el rendiment general del call center<\/strong>.<\/p>\n<p>En el passat, moltes empreses estaven limitades en la seva capacitat per oferir una s\u00f2lida experi\u00e8ncia de servei al client en l\u2019\u00e0mbit digital, degut a les limitacions del hardware intern i els requisits de personal. <strong>Les marques actuals poden adoptar <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/\">solucions al n\u00favol<\/a>, que ofereixen tot el que una organitzaci\u00f3 necessita en una \u00fanica plataforma, integrada al sistema de la empresa, amb tot l\u2019allotjament de software i els servidors de hardware fora del lloc<\/strong>.<\/p>\n<h5><strong>Quines s\u00f3n les caracter\u00edstiques d\u2019un contact center digital modern?<\/strong><\/h5>\n<p>La base del servei d\u2019atenci\u00f3 al client digital \u00e9s el <strong>software del call center<\/strong>. Per aix\u00f2, escollir l\u2019adequat pot marcar la difer\u00e8ncia. Algunes de les caracter\u00edstiques \u00f2ptimes que han de tenir les solucions digitals de servei al client inclouen:<\/p>\n<h5><strong>1) Acc\u00e9s a tots els canals digitals<\/strong><\/h5>\n<p><strong>Gr\u00e0cies a un call center omnicanal integrat, els clients poden comunicar-se amb una organitzaci\u00f3 a trav\u00e9s de qualsevol canal<\/strong>: xats en viu, xarxes socials, correu electr\u00f2nic\u2026 Facilitar el contacte amb l\u2019empresa ajuda a <strong>augmentar la confian\u00e7a i lleialtat a la marca<\/strong>.<\/p>\n<h5><strong>2) Agents capacitats<\/strong><\/h5>\n<p>Amb un contact center digital que ofereix l\u2019experi\u00e8ncia multicanal, els agents prenen el control de la seva funci\u00f3 i brinden l\u2019atenci\u00f3 que el client necessita. <strong>Totes les interaccions s\u2019enruten a una safata d\u2019entrada central intel\u00b7ligent, el que permet als agents administrar el treball en funci\u00f3 de la prioritat<\/strong> o l\u2019arribada amb el compliment del SLA dirigit pel sistema. A m\u00e9s, tot aix\u00f2 ve dintre d\u2019una \u00fanica aplicaci\u00f3 d\u2019agent unificada i mant\u00e9 una vista completa del perfil del client a tota l\u2019organitzaci\u00f3.<\/p>\n<h5><strong>3) Gesti\u00f3 integral<\/strong><\/h5>\n<p>Un call center digital que es centra en el recorregut del client, ha d\u2019oferir la <strong>capacitat d\u2019administrar-ho tot de manera integral per oferir operacions connectades<\/strong>. Les eines unificades, com les an\u00e0lisis impulsades \u200b\u200bper Intel\u00b7lig\u00e8ncia Artificial (IA) i l\u2019optimitzaci\u00f3 de la for\u00e7a laboral en totes les interaccions de veu i digitals, faciliten una gesti\u00f3 total de les operacions del contact center. Aix\u00ed mateix, l\u2019autoservei i <strong>l\u2019enrutament d\u2019IA basat en models de sentiment o fins i tot de comportament, i els agents combinats, de forma conjunta, brinden una veritable experi\u00e8ncia omnicanal<\/strong>.<\/p>\n<p>En conclusi\u00f3, a l\u2019integrar i transformar l\u2019experi\u00e8ncia de servei al client digital, no nom\u00e9s s\u2019ajuda als clients. Tamb\u00e9 afavoreix a una empresa a mantenir-se a l\u2019avantguarda del mercat i a garantir que els usuaris obtinguin tot el que necessiten. <strong>L\u2019objectiu \u00e9s anticipar les necessitats i oferir una CX valorada pels clients<\/strong>. Amb les solucions de call center adequades, \u00e9s f\u00e0cil d\u2019assolir.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Hi ha molts factors que influeixen per tenir una experi\u00e8ncia de client connectada. Com es pot aconseguir? Per exemple, utilitzant informaci\u00f3 valuosa de dades de clients a partir d\u2019una experi\u00e8ncia connectada i centralitzen tot el customer journey en una estrat\u00e8gia omnicanal basada en comportaments i coneixements d\u2019aquestes dades. Aix\u00f2 d\u00f3na com a resultat diversos beneficis,&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/quins-son-els-beneficis-que-ofereix-una-experiencia-del-client-connectada\/\" title=\"Read Quins s\u00f3n els beneficis que ofereix una experi\u00e8ncia del client connectada?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":34021,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34020","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>Quins s\u00f3n els beneficis que ofereix una experi\u00e8ncia del client connectada? - 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\/cuales-son-los-beneficios-que-ofrece-una-experiencia-del-cliente-conectada\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quins s\u00f3n els beneficis que ofereix una experi\u00e8ncia del client connectada? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Hi ha molts factors que influeixen per tenir una experi\u00e8ncia de client connectada. Com es pot aconseguir? Per exemple, utilitzant informaci\u00f3 valuosa de dades de clients a partir d\u2019una experi\u00e8ncia connectada i centralitzen tot el customer journey en una estrat\u00e8gia omnicanal basada en comportaments i coneixements d\u2019aquestes dades. Aix\u00f2 d\u00f3na com a resultat diversos beneficis,... 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