{"id":34275,"date":"2022-03-01T09:04:45","date_gmt":"2022-03-01T08:04:45","guid":{"rendered":"https:\/\/enreach.es\/blog\/quins-son-els-beneficis-del-software-del-call-center-per-lecommerce\/"},"modified":"2022-06-23T13:52:55","modified_gmt":"2022-06-23T13:52:55","slug":"quins-son-els-beneficis-del-software-del-call-center-per-lecommerce","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quins-son-els-beneficis-del-software-del-call-center-per-lecommerce\/","title":{"rendered":"Quins s\u00f3n els beneficis del software del call center per l\u2019eCommerce?"},"content":{"rendered":"

El eCommerce ha canviat per complet el panorama de les vendes, tant per a les B2B com per a les B2C. Un call center de comer\u00e7 electr\u00f2nic que funcioni b\u00e9 ofereix totes les eines adequades per donar suport a les operacions de vendes i augmentar la lleialtat a la marca.<\/p>\n

El software de contact center per eCommerce<\/strong><\/a> posa a disposici\u00f3 dels clients un equip d\u2019agents per atendre\u2019ls, aix\u00ed com diversos canals digitals que faciliten la comunicaci\u00f3 amb l\u2019empresa.<\/p>\n

Per qu\u00e8 utilitzar un call center<\/strong><\/h5>\n

El paper d\u2019un call center de comer\u00e7 electr\u00f2nic \u00e9s augmentar les vendes, respondre preguntes i resoldre problemes abans o despr\u00e9s d\u2019una venda. A l\u2019implantar-lo, una empresa s\u2019est\u00e0 posicionant per millorar l\u2019experi\u00e8ncia del client (CX), retenir als clients i enfortir la lleialtat a la marca<\/strong>.<\/p>\n

Els sistemes telef\u00f2nics basats \u200b\u200ben el n\u00favol i el software de contact center d\u2019eCommerce fan possible convertir un centre de trucades en un call center que ofereix m\u00faltiples canals de comunicaci\u00f3 per a la comoditat del client<\/strong>. Aix\u00ed mateix, els programes d\u2019an\u00e0lisi brinden l\u2019oportunitat de definir m\u00e8triques i obtenir m\u00e9s informaci\u00f3 per prendre mesures que millorin l\u2019experi\u00e8ncia del client.<\/p>\n

Com millorar el servei al client en un eCommerce<\/strong><\/h5>\n

A mida que es configura una botiga de comer\u00e7 electr\u00f2nic, l\u2019enfocament principal \u00e9s incloure els productes i serveis a la llista del web i comercialitzar-los. La compet\u00e8ncia segurament ser\u00e0 estricta, sense importar el que estigui venent. Per aix\u00f2, la forma de diferenciar-se \u00e9s habilitant un call center modern per a empreses.<\/p>\n

Un contact center ajuda a resoldre possibles contratemps amb les comandes realitzades pels clients. Les eines de software adequades ajudaran en gran mesura als agents a brindar un servei al client superior. Aix\u00f2 augmentar\u00e0 la lleialtat dels usuaris cap a la marca.<\/p>\n

Les solucions \u201ccom a servei\u201d com el software SaaS, CCaaS i UCaaS proporcionen la base per un call center que funcioni b\u00e9<\/strong>, on els agents puguin accedir a totes les dades que necessiten per atendre als clients utilitzant un \u00fanic sistema.<\/p>\n

Quins s\u00f3n els beneficis del software del call center per l\u2019eCommerce?<\/strong><\/h5>\n
1) Autoservei<\/strong><\/h5>\n

Les solucions de software<\/strong> permeten configurar una base de coneixement automatitzada on els clients poden obtenir respostes a preguntes comunes sense parlar amb un agent.<\/p>\n

2) Comunicaci\u00f3 omnicanal<\/strong><\/h5>\n

Els clients sovint prefereixen usar el tel\u00e8fon, per\u00f2 com cada cop son m\u00e9s les persones que usen dispositius m\u00f2bils, el xat<\/a>, el correu electr\u00f2nic i els missatges de text tamb\u00e9 s\u00f3n formes populars de comunicar-se amb les empreses<\/strong>.<\/p>\n

3) Ampliar l\u2019horari d\u2019atenci\u00f3 al client<\/strong><\/h5>\n

Amb el comer\u00e7 electr\u00f2nic, els clients no estan subjectes a un horari comercial est\u00e0ndard. Els call center permeten agregar torns d\u2019agents de trucades en les primeres hores del mat\u00ed, tarda o nit, o fins i tot les 24 hores del dia, els 7 dies de la setmana per a qu\u00e8 un agent estigui disponible en qualsevol moment en qu\u00e8 els usuaris necessitin ajuda.<\/p>\n

4) Utilitzar un sistema telef\u00f2nic basat en el n\u00favol<\/strong><\/h5>\n

El software d\u2019un contact center basat en el n\u00favol<\/strong><\/a> permet etiquetar trucades i crear tiquets d\u2019ajuda per optimitzar els fluxos de treball.<\/p>\n

5) Integrar l\u2019historial de facturaci\u00f3<\/strong><\/h5>\n

Els clientes es sorprendran gratament quan truquin per preguntar sobre un problema de facturaci\u00f3 i l\u2019agent respongui de manera efectiva al disposar de l\u2019historial complet. Les integracions de software tamb\u00e9 ofereixen als agents de trucades acc\u00e9s a informaci\u00f3 sobre comandes i dates d\u2019enviament<\/strong>.<\/p>\n

6) Supervisar la satisfacci\u00f3 del client<\/strong><\/h5>\n

L\u2019automatitzaci\u00f3 pot ser utilitzada per enviar enquestes de satisfacci\u00f3 del client amb l\u2019objectiu d\u2019obtenir comentaris immediats sobre l\u2019atenci\u00f3 rebuda<\/strong>. D\u2019aquesta manera, els eCommerce poden con\u00e8ixer com els clients veuen la seva marca i adoptar les mesures necess\u00e0ries si sorgeix algun problema.<\/p>\n

7) Utilitzar l\u2019an\u00e0lisi de trucades per avaluar-ne els fluxos <\/strong><\/h5>\n

El sistema de telefonia al n\u00favol t\u00e9 una funci\u00f3 de trucada en viu que ofereix informaci\u00f3 en temps real sobre el volum de trucades i d\u2019altres aspectes importants per a qu\u00e8 els recursos disponibles puguin ser emprats de manera adequada.<\/p>\n

8) Escalar l\u2019equip segons els fluxos de trucades<\/strong><\/h5>\n

La supervisi\u00f3 en temps real i d\u2019altres an\u00e0lisis de trucades del sistema telef\u00f2nic al n\u00favol ajuden a determinar com escalar el call center per aquells moments en qu\u00e8 es produeixin tend\u00e8ncies de vendes fluctuants.<\/p>\n

9) Configurar la resposta de veu interactiva (IVR)<\/strong><\/h5>\n

Un sistema IVR<\/strong><\/a> enruta les trucades a la persona o departament adequat des del principi.<\/p>\n

Quan una empresa inverteix en l\u2019atenci\u00f3 al client de comer\u00e7 electr\u00f2nic, est\u00e0 preparant als seus clients per un bon CX. Aquesta inversi\u00f3 es veur\u00e0 reflectida en la lleialtat del client a llarg termini i l\u2019augment de vendes.<\/p>\n","protected":false},"excerpt":{"rendered":"

El eCommerce ha canviat per complet el panorama de les vendes, tant per a les B2B com per a les B2C. Un call center de comer\u00e7 electr\u00f2nic que funcioni b\u00e9 ofereix totes les eines adequades per donar suport a les operacions de vendes i augmentar la lleialtat a la marca. El software de contact center… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":34276,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34275","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nQuins s\u00f3n els beneficis del software del call center per l\u2019eCommerce? - 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-del-software-del-call-center-para-el-ecommerce\/\" \/>\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 del software del call center per l\u2019eCommerce? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"El eCommerce ha canviat per complet el panorama de les vendes, tant per a les B2B com per a les B2C. Un call center de comer\u00e7 electr\u00f2nic que funcioni b\u00e9 ofereix totes les eines adequades per donar suport a les operacions de vendes i augmentar la lleialtat a la marca. El software de contact center... 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