{"id":34336,"date":"2022-04-18T12:29:50","date_gmt":"2022-04-18T10:29:50","guid":{"rendered":"https:\/\/enreach.es\/blog\/9-tips-per-desenvolupar-una-estrategia-dexperiencia-del-client-cx\/"},"modified":"2022-06-23T13:53:01","modified_gmt":"2022-06-23T13:53:01","slug":"9-tips-per-desenvolupar-una-estrategia-dexperiencia-del-client-cx","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/9-tips-per-desenvolupar-una-estrategia-dexperiencia-del-client-cx\/","title":{"rendered":"9 tips per desenvolupar una estrat\u00e8gia d\u2019experi\u00e8ncia del client (CX)"},"content":{"rendered":"<p>Desenvolupar una bona estrat\u00e8gia de CX \u00e9s fonamental per a la viabilitat comercial d\u2019una marca. Per assegurar-se de crear una estrat\u00e8gia guanyadora d\u2019experi\u00e8ncia del client, \u00e9s convenient incorporar les seg\u00fcents millors pr\u00e0ctiques en el proc\u00e9s de disseny de la mateixa.<\/p>\n<h5><strong>9 tips per desenvolupar una estrat\u00e8gia d\u2019experi\u00e8ncia del client (CX)<\/strong><\/h5>\n<h5><strong>1) Crear mapes de viatge del client <\/strong><\/h5>\n<p>Un mapa de viatge del client (customer journey) ha de mostrar el que aquest experimenta en cada punt de contacte en el seu cam\u00ed amb una empresa.<\/p>\n<p>Un bon mapa il\u00b7lustra el que els clients pensen i senten durant el viatge, i tamb\u00e9 inclou dades operatives que mostren la seva satisfacci\u00f3 i frustraci\u00f3.<\/p>\n<h5><strong>2) Realitzar una an\u00e0lisi competitiva<\/strong><\/h5>\n<p>Quin tipus d\u2019experi\u00e8ncia del client (CX) ofereixen els seus competidors? \u00c9s convenient realitzar un an\u00e0lisi competitiva amb l\u2019objectiu d\u2019obtenir noves idees i innovaci\u00f3.<\/p>\n<h5><strong>3) Avaluar al personal i corregir les possibles defici\u00e8ncies<\/strong><\/h5>\n<p>Una nova estrat\u00e8gia d\u2019experi\u00e8ncia del client generalment es basa en empleats qualificats que executen tasques de suport. Aix\u00f2 pot requerir que les empreses capacitin noves habilitats o creen nous llocs de feina i els cobreixen externament. Per exemple, <strong>si una de les t\u00e0ctiques implica implementar m\u00e9s <\/strong><a href=\"https:\/\/www.masvoz.cat\/productes\/cloud-contact-center\/webchat\/\"><strong>canals digitals<\/strong><\/a><strong>, l\u2019organitzaci\u00f3 necessitar\u00e0 capacitar als agents del call center sobre com usar el nou software i com connectar-se de manera efectiva amb els clients digitalment<\/strong>.<\/p>\n<h5><strong>4) Revisar la tecnologia del call center<\/strong><\/h5>\n<p>El <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/\"><strong>contact center<\/strong><\/a> juga un paper vital en l\u2019execuci\u00f3 de l\u2019estrat\u00e8gia de l\u2019experi\u00e8ncia del client perqu\u00e8 \u00e9s un centre especialitzat que connecta als clients actuals i potencials amb diferents departaments del negoci. Per tant, <strong>tenir la plataforma d\u2019interacci\u00f3 de CX adequada \u00e9s fonamental<\/strong>. Aquesta podr\u00e0 empoderar als agents, reduir\u00e0 la fricci\u00f3 amb els clients i escalar\u00e0 per satisfer r\u00e0pidament les seves necessitats.<\/p>\n<h5><strong>5) Col\u00b7laborar de manera multifuncional<\/strong><\/h5>\n<p>Una estrat\u00e8gia d\u2019experi\u00e8ncia del client impacta i s\u2019aplica a tots a l\u2019empresa. L\u2019\u00e8xit dep\u00e8n, en gran mesura, de les aportacions dels equips comercials. <strong>El desenvolupament i l\u2019execuci\u00f3 de l\u2019estrat\u00e8gia han de ser un esfor\u00e7 de col\u00b7laboraci\u00f3 multifuncional<\/strong>. Les sessions d\u2019intercanvi d\u2019idees poden ser una forma efica\u00e7 de desenvolupar la visi\u00f3 de CX i identificar t\u00e0ctiques que ajudaran a l\u2019empresa a avan\u00e7ar cap als seus objectius.<\/p>\n<h5><strong>6) Escoltar als clients<\/strong><\/h5>\n<p>La millor manera d\u2019identificar el que els clients volen \u00e9s escoltar-los mitjan\u00e7ant la <strong>recopilaci\u00f3 de la major quantitat possible de comentaris dels usuaris de fonts com enquestes de satisfacci\u00f3, interaccions de servei al client, publicacions en xarxes socials, ressenyes de productes, etc<\/strong>. Per aprofitar al m\u00e0xim les dades del call center, s\u2019ha de considerar usar un <strong>software d\u2019an\u00e0lisi d\u2019interacci\u00f3 impulsat per Intel\u00b7lig\u00e8ncia Artificial (IA)<\/strong> que pot analitzar el 100% de les interaccions dels canals digitals i de veu i oferir informaci\u00f3 valuosa sobre com es senten els usuaris i per qu\u00e8 es comuniquen amb el servei d\u2019atenci\u00f3 al client.<\/p>\n<h5><strong>7) Centrar-se en facilitar l\u2019atenci\u00f3 al client<\/strong><\/h5>\n<p>Ja sigui que faci una compra o busqui ajuda, els consumidors d\u2019avui en dia desitgen una gratificaci\u00f3 f\u00e0cil i instant\u00e0nia. <strong>Al desenvolupar l\u2019experi\u00e8ncia del client \u00e9s necessari concentrar-se en optimitzar la tecnologia i els processos orientats al client per a qu\u00e8 aquests puguin obtenir el que necessiten de manera senzilla<\/strong>. Les seves solucions poden incloure:<\/p>\n<ul>\n<li><strong>Experi\u00e8ncies omnicanal:<\/strong> Per a qu\u00e8 els clients puguin tenir interaccions fluides als canals de la seva elecci\u00f3.<\/li>\n<li><strong>Autoservei:<\/strong> Brinda als clients acc\u00e9s 24\/7\/365 a la seva empresa a trav\u00e9s del canal de la seva elecci\u00f3.<\/li>\n<li><strong>Enrutament d\u2019IA:<\/strong> Un enrutament intel\u00b7ligent augmenta les probabilitats que els problemes dels clients es resolguin durant el primer contacte i redueix les transfer\u00e8ncies de trucades.<\/li>\n<\/ul>\n<h5><strong>8) Aprofitar la Intel\u00b7lig\u00e8ncia Artificial (IA)<\/strong><\/h5>\n<p>Mentre l\u2019empresa identifica t\u00e0ctiques de CX, poden buscar-se oportunitats per aprofitar la Intel\u00b7lig\u00e8ncia Artificial. <strong>La IA est\u00e0 transformant la forma en qu\u00e8 les organitzacions operen i interactuen amb els clients<\/strong>. Nom\u00e9s al call center, la IA pot:<\/p>\n<ul>\n<li><strong>Augmentar la precisi\u00f3 dels pron\u00f2stics<\/strong> i els cronogrames per a qu\u00e8 els clients no hagin d\u2019esperar tant de temps per obtenir l\u2019assist\u00e8ncia d\u2019un agent.<\/li>\n<li><strong>Millorar la qualitat de l\u2019enrutament<\/strong> per a qu\u00e8 sigui m\u00e9s probable que els clients es relacionin amb agents qualificats que establiran connexions personals amb ells.<\/li>\n<li><strong>Capacitar als agents en temps real sobre les habilitats toves que poden millorar la satisfacci\u00f3 del client<\/strong>.<\/li>\n<li><strong>Determinar el sentiment del clienta<\/strong> per a qu\u00e8 els l\u00edders del contact center puguin determinar si les seves iniciatives de CX estan funcionant.<\/li>\n<li><strong>Proporcionar un autoservei m\u00e9s intel\u00b7ligent a trav\u00e9s de l\u2019<\/strong><a href=\"https:\/\/www.masvoz.cat\/software-ivr-avan%C3%A7at\/\"><strong>IVR<\/strong><\/a> i els canals digitals.<\/li>\n<\/ul>\n<h5><strong>9) Prioritzar les t\u00e0ctiques del CX<\/strong><\/h5>\n<p>Una cop ideades les iniciatives per donar suport a l\u2019estrat\u00e8gia d\u2019experi\u00e8ncia del client, s\u2019han de prioritzar per assegurar que s\u2019obt\u00e9 el major benefici i que s\u2019implementen correctament. Per aix\u00f2, \u00e9s necessari realitzar una an\u00e0lisi aproximada del cost \/ benefici per a cadascuna d\u2019elles.<\/p>\n<p>En conclusi\u00f3, <strong>el desenvolupament d\u2019una estrat\u00e8gia d\u2019experi\u00e8ncia del client ajudar\u00e0 a garantir que una empresa satisfaci als usuaris de manera constant<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Desenvolupar una bona estrat\u00e8gia de CX \u00e9s fonamental per a la viabilitat comercial d\u2019una marca. Per assegurar-se de crear una estrat\u00e8gia guanyadora d\u2019experi\u00e8ncia del client, \u00e9s convenient incorporar les seg\u00fcents millors pr\u00e0ctiques en el proc\u00e9s de disseny de la mateixa. 9 tips per desenvolupar una estrat\u00e8gia d\u2019experi\u00e8ncia del client (CX) 1) Crear mapes de viatge&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/9-tips-per-desenvolupar-una-estrategia-dexperiencia-del-client-cx\/\" title=\"Read 9 tips per desenvolupar una estrat\u00e8gia d\u2019experi\u00e8ncia del client (CX)\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":34337,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34336","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>9 tips per desenvolupar una estrat\u00e8gia d\u2019experi\u00e8ncia del client (CX) - 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\/9-tips-para-desarrollar-una-estrategia-de-experiencia-del-cliente-cx\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"9 tips per desenvolupar una estrat\u00e8gia d\u2019experi\u00e8ncia del client (CX) - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Desenvolupar una bona estrat\u00e8gia de CX \u00e9s fonamental per a la viabilitat comercial d\u2019una marca. Per assegurar-se de crear una estrat\u00e8gia guanyadora d\u2019experi\u00e8ncia del client, \u00e9s convenient incorporar les seg\u00fcents millors pr\u00e0ctiques en el proc\u00e9s de disseny de la mateixa. 9 tips per desenvolupar una estrat\u00e8gia d\u2019experi\u00e8ncia del client (CX) 1) Crear mapes de viatge... 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Per assegurar-se de crear una estrat\u00e8gia guanyadora d\u2019experi\u00e8ncia del client, \u00e9s convenient incorporar les seg\u00fcents millors pr\u00e0ctiques en el proc\u00e9s de disseny de la mateixa. 9 tips per desenvolupar una estrat\u00e8gia d\u2019experi\u00e8ncia del client (CX) 1) Crear mapes de viatge... 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