{"id":34185,"date":"2021-10-06T10:22:51","date_gmt":"2021-10-06T08:22:51","guid":{"rendered":"https:\/\/enreach.es\/blog\/6-beneficis-clau-dintegrar-el-teu-crm-corporatiu-al-teu-contact-center\/"},"modified":"2022-06-23T13:52:40","modified_gmt":"2022-06-23T13:52:40","slug":"6-beneficis-clau-dintegrar-el-teu-crm-corporatiu-al-teu-contact-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/6-beneficis-clau-dintegrar-el-teu-crm-corporatiu-al-teu-contact-center\/","title":{"rendered":"6 beneficis clau d\u2019integrar el teu CRM corporatiu al teu contact center"},"content":{"rendered":"

En l\u2019actualitat, comprendre als clients requereix m\u00e9s que escoltar els seus comentaris o resoldre un \u00fanic problema. Per mantenir-se competitives, les empreses necessiten una visi\u00f3 de 360 graus dels seus clients: el seu historial complet amb la marca, des de les compres fins a les sol\u00b7licituds de servei.<\/p>\n

Segons els experts, les solucions de software CRM<\/a> <\/strong>exerceixen un paper fonamental en l\u2019\u00e8xit del call center, ja que els processos es simplifiquen i l\u2019enfocament pot canviar a optimitzar les vendes i el servei d\u2019una manera m\u00e9s eficient.<\/p>\n

6 beneficis clau d\u2019integrar el teu CRM corporatiu al teu contact center<\/strong><\/h5>\n
1) Acc\u00e9s a dades millorat <\/strong><\/h5>\n

Amb una soluci\u00f3 CRM, els agents tenen acc\u00e9s complet a les dades d\u2019un client, que estan organitzades de manera centralitzada amb informaci\u00f3 del contacte personal i l\u2019historial de compres i serveis<\/strong>. Aix\u00f2 facilita que els agents interactu\u00efn amb els clients de manera personalitzada amb majors possibilitats de resoluci\u00f3 en la primera trucada \/ contacte (FCR, en les seves sigles en angl\u00e8s).<\/p>\n

2) Major comunicaci\u00f3 i responsabilitat<\/strong><\/h5>\n

Com a base de dades centralitzada, CRM permet als empleats de tots els departaments compartir informaci\u00f3 precisa sobre els clients a trav\u00e9s de les actualitzacions <\/strong>que poden ser vistes, per exemple, entre d\u2019altres, per l\u2019equip de vendes.<\/p>\n

Per tant, els beneficis de CRM inclouen una major responsabilitat, ja que cada empleat pot comprendre les compet\u00e8ncies en el servei al client i els processos de vendes i ser responsable tant dels \u00e8xits com dels punts d\u00e8bils en el cicle de vida del client<\/strong>.<\/p>\n

3) Efici\u00e8ncia general millorada<\/strong><\/h5>\n

Els beneficis de CRM inclouen un increment de l\u2019efici\u00e8ncia al contact center<\/strong>. A m\u00e9s de la comunicaci\u00f3 millorada entre departaments, els agents poden respondre m\u00e9s r\u00e0pidament als clients a l\u2019eliminar la necessitat de processos manuals i verificaci\u00f3 de fets<\/strong>.<\/p>\n

Aix\u00ed mateix, una base de dades de CRM pot ajudar als gerents de m\u00e0rqueting a comprendre millor les necessitats dels usuaris en funci\u00f3 de l\u2019historial de compres per crear campanyes espec\u00edfiques<\/strong>, retenint als clients actuals i atraient a d\u2019altres nous a trav\u00e9s d\u2019una gesti\u00f3 efica\u00e7 dels potencials.<\/p>\n

4) Increment de vendes<\/strong><\/h5>\n

Els associats de vendes poden administrar els clients actuals gestionant consultes pr\u00e8vies a la venda, accedint a l\u2019historial de transaccions, processant comandes, emetent cr\u00e8dits o verificant garanties i gestionant els serveis de postvenda. Tamb\u00e9 poden participar a la venda creuada, ja que l\u2019historial de vendes a la base de dades proporcionar\u00e0 informaci\u00f3 valuosa sobre els h\u00e0bits i prefer\u00e8ncies de compra dels clients, el que \u00e9s ideal per promoure productes o serveis addicionals<\/strong>.<\/p>\n

5) Reducci\u00f3 de costos<\/strong><\/h5>\n

L\u2019augment de l\u2019efici\u00e8ncia es tradueix en menors costos del contact center, ja que es necessiten menys temps i recursos per administrar les interaccions amb els clients. A m\u00e9s, els call center que empren una soluci\u00f3 de marcaci\u00f3 predictiva amb integraci\u00f3 CRM redueixen els costos<\/strong>. Aquestes solucions automatitzen i capturen tota l\u2019activitat de trucades directament al CRM per una millor gesti\u00f3 de clients potencials, realitzant un seguiment de moments \u00f2ptims per trucar als clients i proporcionant valuoses m\u00e8triques i KPI en temps real<\/strong> que poden millorar les estrat\u00e8gies de vendes i m\u00e0rqueting sense requerir d\u2019un hardware de telecomunicacions cost\u00f3s o una integraci\u00f3 addicional.<\/p>\n

6) Experi\u00e8ncia de client superior<\/strong><\/h5>\n

Quan els agents brinden puntualitat, informaci\u00f3 precisa i un toc personalitzat, l\u2019escenari est\u00e0 llest per a una excel\u00b7lent experi\u00e8ncia del client. Per tant, els beneficis de CRM d\u2019una gesti\u00f3 de dades optimitzada i efici\u00e8ncia fomenten una major lleialtat a la marca i retenci\u00f3 de clients<\/strong>. Una base de dades CRM tamb\u00e9 \u00e9s una soluci\u00f3 id\u00f2nia per registrar i analitzar els comentaris dels usuaris sobre productes o serveis.<\/p>\n

Aquest feedback \u00e9s important per comprendre les necessitats del client i crear experi\u00e8ncies m\u00e9s significatives per a ell. Els beneficis de CRM s\u00f3n nombrosos, per\u00f2 l\u2019efici\u00e8ncia general de la soluci\u00f3 juntament amb el seu potencial per impulsar les vendes i la satisfacci\u00f3 del client fan que sigui essencial per administrar un call center exit\u00f3s avui en dia<\/strong>.<\/p>\n

Un exemple<\/strong><\/h5>\n

En el cas de masvoz, el seu servei\u00a0Cloud Contact Center\u00a0s\u2019integra f\u00e0cilment amb solucions de CRM i tiqueting l\u00edders al mercat<\/strong> (Salesforce<\/a>, Zendesk<\/a>, Kustomer<\/a> i Microsoft Dynamics 365<\/a>) per a qu\u00e8 els agents tinguin tota la informaci\u00f3 que necessiten dels clients en una \u00fanica eina, en tot moment<\/strong>.Amb\u00a0el Cloud Contact Center<\/strong><\/a>\u00a0de masvoz integrat al teu CRM, la teva empresa tindr\u00e0 una poderosa combinaci\u00f3 de telefonia i CRM que funciona millor en conjunt. Permet que els agents facin clic per fer una trucada des de l\u2019escriptori de CRM, augmenta la seva productivitat, millora l\u2019experi\u00e8ncia de l\u2019usuari i atorga a la teva organitzaci\u00f3 un avantatge competitiu<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

En l\u2019actualitat, comprendre als clients requereix m\u00e9s que escoltar els seus comentaris o resoldre un \u00fanic problema. Per mantenir-se competitives, les empreses necessiten una visi\u00f3 de 360 graus dels seus clients: el seu historial complet amb la marca, des de les compres fins a les sol\u00b7licituds de servei. Segons els experts, les solucions de software… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":34186,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2144],"tags":[],"class_list":["post-34185","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-comunicacions-al-nuvol"],"acf":[],"yoast_head":"\n6 beneficis clau d\u2019integrar el teu CRM corporatiu al teu 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\/blog\/6-beneficios-clave-de-integrar-tu-crm-corporativo-en-tu-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"6 beneficis clau d\u2019integrar el teu CRM corporatiu al teu contact center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"En l\u2019actualitat, comprendre als clients requereix m\u00e9s que escoltar els seus comentaris o resoldre un \u00fanic problema. 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