{"id":39981,"date":"2022-09-19T07:30:27","date_gmt":"2022-09-19T05:30:27","guid":{"rendered":"https:\/\/enreach.es\/?p=39981"},"modified":"2023-12-13T17:10:58","modified_gmt":"2023-12-13T16:10:58","slug":"lestrategia-omnicanal-clau-per-gestionar-lauge-de-les-reclamacions-diaries-als-aeroports","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/lestrategia-omnicanal-clau-per-gestionar-lauge-de-les-reclamacions-diaries-als-aeroports\/","title":{"rendered":"L\u2019estrat\u00e8gia omnicanal, clau per gestionar l\u2019auge de les reclamacions di\u00e0ries als aeroports"},"content":{"rendered":"

L\u2019estiu del 2022 ha estat un primer pas del que ja anomenem nova normalitat i comportat gaireb\u00e9 el final de les restriccions relacionades amb la pand\u00e8mia.<\/p>\n

D\u2019aquesta manera, els usuaris han planificat les seves vacances fora de la seva resid\u00e8ncia habitual i aix\u00f2 ha provocat un col\u00b7lapse als aeroports espanyols que han recuperat al juliol un 92% del tr\u00e0fic pre-COVID<\/strong>, aix\u00ed ho ha constatat Aena.<\/p>\n

A aquest auge dels vols s\u2019hi han sumat les vagues dels treballadors de les principals aerol\u00ednies que operen als aeroports espanyols i que han trastocat els plans d\u2019alguns turistes, el que ha comportat la multiplicaci\u00f3 de les reclamacions, fins a 133 de mitjana al dia<\/strong>, en aerol\u00ednies com Ryanair o EasyJet. Aix\u00ed, les plataformes que recullen sol\u00b7licituds de queixes asseguren que han rebut milers de demandes per retards, cancel\u00b7lacions, overbooking i p\u00e8rdues o danys dels equipatges.<\/p>\n

Amb aquest context candent a dia d\u2019avui, l\u2019agilitat i la resoluci\u00f3 en el primer contacte amb el client s\u2019han convertit en serveis prioritaris per a les aerol\u00ednies<\/strong>. Enreach<\/strong><\/a>, prove\u00efdor europeu l\u00edder en solucions convergents de comunicacions per a empreses, explica que per a qu\u00e8 les companyies de vols aconsegueixin realitzar una bona experi\u00e8ncia del client (CX) a les incid\u00e8ncies que estan recollint durant aquest estiu, poden apostar per una estrat\u00e8gia que agrupi diversos canals de contacte<\/strong>, per a qu\u00e8 l\u2019usuari decideixi comunicar-se amb les companyies per la seva via favorita i el seu caso es resolgui efica\u00e7ment.<\/p>\n

En aquest sentit, una <\/strong>plataforma omnicanal<\/strong><\/a> \u00e9s una de les opcions m\u00e9s eficients<\/strong> pel que, Enreach senyala a continuaci\u00f3 els motius pels quals apostar per una estrat\u00e8gia omnicanal al seu servei d\u2019atenci\u00f3 al client \u00e9s fonamental per a l\u2019experi\u00e8ncia dels clients en un moment cr\u00edtic de reclamacions:<\/p>\n

1) Els usuaris tenen a la seva disposici\u00f3 diferents vies per escollir <\/strong><\/h3>\n

Una estrat\u00e8gia omnicanal reuneix canals com <\/strong>WhatsApp<\/strong><\/a>, <\/strong>WebChat<\/strong><\/a>, <\/strong>telefonia<\/strong><\/a>, <\/strong>Click&Talk<\/strong><\/a>, <\/strong>email<\/strong><\/a> o <\/strong>SMS<\/strong><\/a> per a qu\u00e8 els viatgers que tinguin consultes puguin posar-se en contacte amb les aerol\u00ednies per la via que els resulti m\u00e9s c\u00f2moda i eficient<\/strong>, a m\u00e9s que ajuda a agilitzar els procediments.<\/p>\n

Segons l\u2019Associaci\u00f3 CEX, el 77% dels usuaris segueixen usant el tel\u00e8fon per posar-se en contacte amb les companyies, un 11% escull el correu electr\u00f2nic i un 4% els xat bots<\/strong>. Aix\u00ed, Vueling assegurava a finals del 2019 que el 80% dels clients que contacten per tel\u00e8fon s\u00f3n atesos en menys de trenta segons, els que ho fan per mail tenen la incid\u00e8ncia resolta en menys de vint-i-quatre hores i els assumptes que requereixen m\u00e9s d\u2019un proc\u00e9s, es tanquen en menys de dos dies.\u00a0<\/strong><\/p>\n

Aix\u00ed mateix, un estudi d\u2019Emplifi ha comprovat que el temps de resposta als comentaris i queixes dels usuaris a les xarxes socials de les aerol\u00ednies \u00e9s relativament curt<\/strong>. A Twitter 1,7 hores i a Facebook 5,4 hores.<\/p>\n

2)<\/strong> Ajuda a establir prioritats a la cua de trucades<\/strong><\/h3>\n

Gr\u00e0cies a un sistema d\u2019<\/strong>smart routing<\/strong><\/a>, les aerol\u00ednies poden dirigir als usuaris a l\u2019agent que millor preparat estigui per atendre la seva consulta<\/strong>. Aquest proc\u00e9s s\u2019acull molt a les necessitats d\u2019aquestes companyies, ja que la personalitzaci\u00f3 s\u2019associa a un tracte m\u00e9s especial, i aquestes necessiten demostrar als usuaris que es ponen en contacte amb elles per incid\u00e8ncies que els seus problemes els hi importen, tot aix\u00f2 en un per\u00edode \u00e0lgid de reclamacions on es requereix un servei \u00e0gil i efica\u00e7.<\/p>\n

3) Monitoritza en temps real el que passa al contact center de la companyia <\/strong><\/h3>\n

Cal destacar que una soluci\u00f3 omnicanal completa <\/strong>monitoritza les activitats del contact center en temps real<\/strong><\/a> per, a posteriori, prendre millors decisions<\/strong>, per exemple, en base al nivell de treball que estiguin tenint els agents. Aix\u00ed, tamb\u00e9 es millora la seva productivitat i les respostes als passatgers s\u00f3n m\u00e9s r\u00e0pides.<\/p>\n

4) Integra tecnologies innovadores com la IA per millorar les gestions <\/strong><\/h3>\n

La tecnologia de la <\/strong>Intel\u00b7lig\u00e8ncia Artificial (IA)<\/strong><\/a> ajuda a qu\u00e8 els bots, tan habituals en les plataformes omnicanals, entenguin el que requereix el client per aix\u00ed resoldre les seves consultes<\/strong>. En concret, les companyies a\u00e8ries usen aquest servei per proporcionar exclusivitat en reserves, promocions i consells de viatges, entre d\u2019altres<\/strong>. Aix\u00ed, la relaci\u00f3 amb el client ser\u00e0 des de la compra del vol fins que el passatger hagi aterrat, el que ajuda a qu\u00e8 es completi una experi\u00e8ncia de client satisfact\u00f2ria.<\/p>\n

\u201cEl servei d\u2019atenci\u00f3 al client \u00e9s determinant en companyies com les aerol\u00ednies, ja que \u00e9s un sector que ho necessita perqu\u00e8 es troba a diari amb centenars d\u2019incid\u00e8ncies. Davant d\u2019aquesta situaci\u00f3, \u00e9s millor prevenir que curar i \u00e9s crucial que les companyies de vols estiguin al tant de les \u00faltimes tecnologies que s\u2019acoblen als contact centers, ja que ser\u00e0 el que les diferenci\u00ef de la compet\u00e8ncia. En aquest sentit, crear una estrat\u00e8gia omnicanal \u00e9s molt recomanable perqu\u00e8 acobla totes les eines necess\u00e0ries per atendre les necessitats dels passatgers i fins i tot fidelitzar-los\u201d<\/em>, conclou Santi Vernet, CCO d\u2019Enreach.<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

L\u2019estiu del 2022 ha estat un primer pas del que ja anomenem nova normalitat i comportat gaireb\u00e9 el final de les restriccions relacionades amb la pand\u00e8mia. D\u2019aquesta manera, els usuaris han planificat les seves vacances fora de la seva resid\u00e8ncia habitual i aix\u00f2 ha provocat un col\u00b7lapse als aeroports espanyols que han recuperat al juliol… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":39982,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3792,3780,3099,3096,3163,5139,5159,3794,3270,5141,3793,3731,3261,3201,5160,3283,3094],"class_list":["post-39981","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-aerolinies","tag-bots-ca","tag-call-center-ca","tag-canals-digitals","tag-cloud-ca","tag-contact-center-ca-2","tag-cx-ca-2","tag-estrategia-omnicanal-ca","tag-fcr-ca","tag-ia-ca-2","tag-monitoritzacio-en-temps-real","tag-resolucio-de-consultes","tag-satisfaccio-del-client","tag-servei-al-client","tag-servicio-al-cliente-ca","tag-smart-routing","tag-solucions-convergents-de-comunicacions"],"acf":[],"yoast_head":"\nL\u2019estrat\u00e8gia omnicanal, clau per gestionar l\u2019auge de les reclamacions di\u00e0ries als aeroports - 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