{"id":34200,"date":"2021-10-28T06:15:52","date_gmt":"2021-10-28T04:15:52","guid":{"rendered":"https:\/\/enreach.es\/blog\/8-tips-per-implementar-un-autoservei-digital-excel%c2%b7lent-al-call-center\/"},"modified":"2022-06-23T13:52:42","modified_gmt":"2022-06-23T13:52:42","slug":"8-tips-per-implementar-un-autoservei-digital-excel%c2%b7lent-al-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/8-tips-per-implementar-un-autoservei-digital-excel%c2%b7lent-al-call-center\/","title":{"rendered":"8 tips per implementar un autoservei digital excel\u00b7lent al call center"},"content":{"rendered":"

Oferir un autoservei digital efica\u00e7 que compleixi amb les expectatives del client i redueixi els costos ha de ser part de l\u2019estrat\u00e8gia operativa de cada call center. Per\u00f2 molts usuaris creuen que falten opcions d\u2019autoservei.<\/p>\n

8 tips per implementar un autoservei digital excel\u00b7lent al call center<\/strong><\/h5>\n
1) Dissenyar una estrat\u00e8gia d\u2019autoservei digital basada en les opinions del client<\/strong><\/h5>\n

Hi ha moltes dades que identifiquen tasques que els clients podrien completar a trav\u00e9s de l\u2019autoservei digital<\/strong><\/a>. Per comen\u00e7ar, s\u2019han d\u2019analitzar els tipus de contacte, el que busquen els usuaris al lloc web i el que estan fent els seus competidors. Per\u00f2 el fet que els clients puguin completar certes transaccions a trav\u00e9s de l\u2019autoservei no sempre significa que vulguin fer-ho.<\/p>\n

Un cop analitzades les possibilitats i es disposi d\u2019un llistat de candidats per tasques d\u2019autoservei, \u00e9s convenient con\u00e8ixer l\u2019opini\u00f3 dels clients<\/strong>. Aix\u00ed, es pot descobrir, per exemple, que als clients els hi agrada la idea del pagament de factures mitjan\u00e7ant autoservei, tot i que prefereixin l\u2019assist\u00e8ncia d\u2019un agent per resoldre problemes de facturaci\u00f3. Con\u00e8ixer les prefer\u00e8ncies del client ajudar\u00e0 a garantir la creaci\u00f3 de solucions que realment utilitzar\u00e0<\/strong>.<\/p>\n

2) Col\u00b7locar l\u2019autoservei en un lloc del recorregut del client que tingui sentit<\/strong><\/h5>\n

Algun cop ha visitat un nou lloc web i, abans d\u2019haver tingut l\u2019oportunitat de trobar el que busca, ha estat rebut per un xat bot que li pregunta si necessita ajuda? Posar l\u2019autoservei en el lloc correcte del customer journey requereix d\u2019an\u00e0lisi i prova i error<\/strong>. Per exemple, potser els xat bots s\u00f3n efectius quan les persones s\u2019aturen en una p\u00e0gina espec\u00edfica per m\u00e9s temps que la mitjana, una possible indicaci\u00f3 de qu\u00e8 necessiten ajuda<\/strong>.<\/p>\n

3) Buscar un punt de partida molt visible<\/strong><\/h5>\n

Una estrat\u00e8gia integral d\u2019autoservei digital pot requerir certa Inversi\u00f3, especialment si inclou agents virtuals i desenvolupament d\u2019aplicacions m\u00f2bils<\/strong>. Disposar d\u2019un punt de partida molt visible pot ajudar a generar impuls al mostrar als l\u00edders empresarials que la inversi\u00f3 conduir\u00e0 a una major satisfacci\u00f3 del client, menors costes o ambd\u00f3s.<\/p>\n

4) Ser realista sobre les capacitats i limitacions<\/strong><\/h5>\n

Si es desitja que l\u2019autoservei digital tingui \u00e8xit, s\u2019ha de ser realista sobre les seves capacitats i limitacions. Un agent virtual impulsat per IA t\u00e9 moltes m\u00e9s capacitats que un simple xat bot basat en regles, per\u00f2 ambd\u00f3s tindran m\u00e9s \u00e8xit quan s\u2019apliquin a tasques simples i definides<\/strong>. El mateix s\u2019aplica a d\u2019altres solucions d\u2019autoservei. Per aix\u00f2 s\u2019han d\u2019identificar quines s\u00f3n aquestes tasques. I si l\u2019autoservei no \u00e9s el canal adequat per a un client, dirigit a un m\u00e9s <\/strong>apropiat.<\/p>\n

5) Crear una ruta clara i fluida cap a l\u2019assist\u00e8ncia de l\u2019agent<\/strong><\/h5>\n

Sabies que la meitat dels clients que intenten l\u2019autoservei acabaran buscant l\u2019ajut d\u2019un agent? Per aix\u00f2, \u00e9s necessari planificar i dissenyar les solucions d\u2019autoservei per a qu\u00e8 els clients tinguin un cam\u00ed clar cap a un agent<\/strong>. Per exemple, els enlla\u00e7os \u201cfaci clic per trucar\u201d<\/a><\/strong> han de destacar-se pels usuaris. I no s\u2019hauria d\u2019exigir als clients que repeteixin els seus problemes als agents; sin\u00f3 assegurar-se que aquests tinguin f\u00e0cil acc\u00e9s al que va succeir en l\u2019intent d\u2019autoservei digital.<\/p>\n

6) Actualitzar les ofertes d\u2019autoservei digital<\/strong><\/h5>\n

Una bona estrat\u00e8gia d\u2019autoservei digital tamb\u00e9 inclou plans de mesurament i millora cont\u00ednua. Cap canal de cara al client consisteix en \u201cconfigurar-lo i oblidar-lo\u201d, especialment un en el qual els clients realitzen les gestions per si mateixos. Per aix\u00f2, la incorporaci\u00f3 de les millores cont\u00ednues ha de ser una prioritat, incloent-les en el pressupost i assignant els recursos necessaris<\/strong>.<\/p>\n

7) Aprofitar la Intel\u00b7lig\u00e8ncia Artificial (IA)<\/strong><\/h5>\n

La Intel\u00b7lig\u00e8ncia Artificial ha canviat les regles del joc pel servei al client, fent que les interaccions siguin m\u00e9s personalitzades amb capacitats com enrutament m\u00e9s intel\u00b7ligent i capacitaci\u00f3 d\u2019agents en temps real<\/strong>. La IA tamb\u00e9 es pot utilitzar per fer que l\u2019autoservei digital sigui m\u00e9s efica\u00e7 i satisfactori. El processament del llenguatge natural (PLN) permet als clients xatejar amb agents virtuals d\u2019una manera natural en lloc de limitar-se a unes poques opcions de men\u00fa com les que ofereixen els bots basats \u200b\u200ben regles<\/strong>. Aix\u00ed mateix, les capacitats d\u2019idioma tamb\u00e9 poden millorar les experi\u00e8ncies d\u2019autoservei d\u2019aplicacions m\u00f2bils.<\/p>\n

8) Aprofitar el poder de la tecnologia al n\u00favol<\/strong><\/h5>\n

Per mantenir-se al dia amb les demandes d\u2019autoservei digital dels clients, es requereix una plataforma de contact center al n\u00favol flexible i escalable<\/strong>. Els prove\u00efdors de comunicacions al n\u00favol<\/a><\/strong> l\u00edders a la ind\u00fastria aprofiten cont\u00ednuament l\u2019\u00faltima tecnologia per afegir noves funcions de software, incloses les capacitats innovadores d\u2019autoservei que es poden activar i desactivar f\u00e0cilment.<\/p>\n

A m\u00e9s, l\u2019\u00fas d\u2019APIs de Cloud Computing facilita les integracions amb els sistemes administratius, el que permet m\u00e9s tipus de transaccions. I quan els canals d\u2019autoservei digital<\/a> tenen un gran \u00e8xit i el seu volum d\u2019\u00fas augmenta substancialment, una soluci\u00f3 al n\u00favol es pot escalar f\u00e0cilment per adaptar-se a la major demanda<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Oferir un autoservei digital efica\u00e7 que compleixi amb les expectatives del client i redueixi els costos ha de ser part de l\u2019estrat\u00e8gia operativa de cada call center. Per\u00f2 molts usuaris creuen que falten opcions d\u2019autoservei. 8 tips per implementar un autoservei digital excel\u00b7lent al call center 1) Dissenyar una estrat\u00e8gia d\u2019autoservei digital basada en les… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":29707,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34200","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\n8 tips per implementar un autoservei digital excel\u00b7lent al call 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\/8-tips-para-implementar-un-autoservicio-digital-excelente-en-el-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"8 tips per implementar un autoservei digital excel\u00b7lent al call center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Oferir un autoservei digital efica\u00e7 que compleixi amb les expectatives del client i redueixi els costos ha de ser part de l\u2019estrat\u00e8gia operativa de cada call center. 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