{"id":43296,"date":"2023-07-04T09:15:10","date_gmt":"2023-07-04T07:15:10","guid":{"rendered":"https:\/\/enreach.es\/?p=43296"},"modified":"2023-12-12T12:03:41","modified_gmt":"2023-12-12T11:03:41","slug":"4-consells-per-millorar-el-servei-al-client-en-logistica","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/4-consells-per-millorar-el-servei-al-client-en-logistica\/","title":{"rendered":"4 consells per millorar el servei al client en log\u00edstica"},"content":{"rendered":"<p>Les empreses confien en els prove\u00efdors de log\u00edstica i transport per moure i entregar els seus productes de manera efectiva, per\u00f2 alguns retards i contratemps s\u00f3n inevitables. No es poden controlar les interrupcions de la cadena de subministrament, pel que \u00e9s necessari posar el focus en el servei al client.<\/p>\n<p>Per seguir sent competitiu i crear associacions comercials a llarg termini, s\u2019ha de generar confian\u00e7a amb els clients. <strong>El <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/\"><strong>servei d\u2019atenci\u00f3 al client 24\/7, omnicanal i d\u2019alta qualitat<\/strong><\/a><strong> \u00e9s imprescindible<\/strong>. Per\u00f2, quins serveis espec\u00edfics s\u2019han de proporcionar i com es pot millorar l\u2019experi\u00e8ncia del client (CX) de log\u00edstica?<\/p>\n<h2><strong>Ofertes clau en el servei al client de log\u00edstica<\/strong><\/h2>\n<p>El <strong>servei al client en log\u00edstica <\/strong>implica<strong> crear relacions a llarg termini i experi\u00e8ncies positives que condueixin a la fidelitzaci\u00f3<\/strong>.<\/p>\n<p>En aquest sentit, els esfor\u00e7os han de contribuir a la retenci\u00f3 de clients i refor\u00e7ar la confian\u00e7a en la marca. Per assolir aquest objectiu, \u00e9s essencial brindar una atenci\u00f3 excel\u00b7lent per:<\/p>\n<h3><strong>Consultes sobre productes i serveis<\/strong><\/h3>\n<ul style=\"list-style-type: disc;\">\n<li>Rastreig d\u2019ordre.<\/li>\n<li>Resoluci\u00f3 de reclamacions.<\/li>\n<li>Sol\u00b7licituds d\u2019enviament.<\/li>\n<li>Assist\u00e8ncia t\u00e8cnica.<\/li>\n<\/ul>\n<p>Fins i tot si un enviament surt b\u00e9, un servei al client mediocre pot convertir una experi\u00e8ncia positiva en negativa, el que afectar\u00e0 a la reputaci\u00f3 de la companyia log\u00edstica.<\/p>\n<h2><strong>4 consells per millorar el servei al client en log\u00edstica<\/strong><\/h2>\n<p>El servei al client \u00e9s un dels aspectes m\u00e9s importants de la log\u00edstica. Llavors, qu\u00e8 poden fer les empreses per millorar-lo? Aqu\u00ed hi ha quatre formes clau de crear la millor experi\u00e8ncia log\u00edstica possible pel client:<\/p>\n<h3><strong>1) Oferir servei al client global, 24\/7\/365<\/strong><\/h3>\n<p>\u00c9s un repte mantenir-se al dia amb el servei al client les 24 hores del dia, els 7 dies de la setmana en una economia global, particularment en una ind\u00fastria on els clients i prove\u00efdors sovint estan dispersos per tot el m\u00f3n. No obstant, aquest mateix repte tamb\u00e9 el converteix en una necessitat: <strong>la satisfacci\u00f3 del client en log\u00edstica comen\u00e7a amb estar disponible pels usuaris durant el seu horari comercial, sense importar a quina part del m\u00f3n es trobin<\/strong>.<\/p>\n<p>Juntament amb una pres\u00e8ncia global, <strong>\u00e9s important comptar amb un servei d\u2019atenci\u00f3 al client multiling\u00fce per a qu\u00e8 l\u2019idioma mai sigui un problema<\/strong>.<\/p>\n<h3><strong>2) Comunicar-se r\u00e0pidament<\/strong><\/h3>\n<p><strong>L\u2019\u00fanica forma de complir amb les expectatives del client quant a velocitat i transpar\u00e8ncia, \u00e9s responent a les consultes r\u00e0pidament amb informaci\u00f3 precisa gaireb\u00e9 en temps real<\/strong>. Com m\u00e9s r\u00e0pid es puguin comunicar les respostes, m\u00e9s aviat l\u2019equip i el dels clients podran prendre les mesures adients.<\/p>\n<p>La <strong>comunicaci\u00f3 proactiva<\/strong> amb els clients (per exemple, per oferir-los actualitzacions d\u2019enviaments) genera confian\u00e7a i els hi mostra que estan en bones mans.<\/p>\n<h3><strong>3) Capacita als empleats regularment<\/strong><\/h3>\n<p>El servei al client ser\u00e0 un dels principals punts de contacte amb l\u2019empresa de log\u00edstica. <strong>Degut a qu\u00e8 els agents actuen com la veu de la marca, han de tenir una comprensi\u00f3 profunda dels sistemes, processos i valors fonamentals de l\u2019empresa<\/strong>. En altres paraules, <strong>la capacitaci\u00f3 regular dels empleats \u00e9s vital<\/strong>.<\/p>\n<p>Amb les modificacions de regulacions, les interrupcions a la cadena de subministrament i els canvis econ\u00f2mics, tot pot canviar r\u00e0pidament en el transport i la log\u00edstica. Per aix\u00f2, <strong>\u00e9s necessari millorar les habilitats de l\u2019equip de servei al client, oferint-los formaci\u00f3 almenys un cop a l\u2019any per garantir que tots els empleats tinguin el mateix coneixement dels processos interns i les tend\u00e8ncies de la ind\u00fastria<\/strong>.<\/p>\n<p>Tenir un programa de capacitaci\u00f3 establert \u00e9s particularment important quan es contracta a un gran grup de nous empleats: la qualitat \u00e9s tan important com la quantitat, pel que la formaci\u00f3 \u00e9s una part clau per garantir que l\u2019empresa t\u00e9 suficient personal per satisfer la demanda.<\/p>\n<h3><strong>4) Proporciona comunicaci\u00f3 omnicanal<\/strong><\/h3>\n<p>Les expectatives dels clients s\u2019han disparat en els \u00faltims anys, pel que un n\u00famero de tel\u00e8fon d\u2019atenci\u00f3 al client ja no \u00e9s suficient per si sol. \u00c9s una bona pr\u00e0ctica proporcionar <strong>suport omnicanal<\/strong>, que inclou:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li><strong>Correu electr\u00f2nic<\/strong><strong>:<\/strong> A m\u00e9s de ser r\u00e0pid i fiable, el correu electr\u00f2nic permet a tots mantenir un registre de la conversa i consultar-la quan sigui necessari.<\/li>\n<li><strong>Xat en viu<\/strong><strong>:<\/strong> El xat permet una conversa en temps real sense necessitat de saltar al tel\u00e8fon, el que pot estalviar temps tant als clients com als equips interns.<\/li>\n<li><strong>SMS<\/strong><strong>:<\/strong> Particularment important pels clients en moviment, els SMS permeten respostes en temps real i actualitzacions de comandes.<\/li>\n<li><strong>Veu<\/strong><strong>:<\/strong> Alguns temes s\u00f3n m\u00e9s f\u00e0cils de comunicar per tel\u00e8fon i encara hi ha molts clients que senten que aix\u00ed l\u2019experi\u00e8ncia \u00e9s m\u00e9s \u201chumana\u201d. <strong>Fins i tot quan el servei d\u2019atenci\u00f3 al client en el seu conjunt es mou cap a opcions digitals, continua sent important oferir suport telef\u00f2nic<\/strong>.<\/li>\n<\/ul>\n<p>Si la companyia log\u00edstica utilitza m\u00faltiples canals per a la comunicaci\u00f3, l\u2019experi\u00e8ncia ha de continuar sent cohesiva: ning\u00fa vol saltar d\u2019un canal a un altre i haver de repetir-se.<\/p>\n<h3><strong>Les relacions comercials a llarg termini valen l\u2019esfor\u00e7 del servei al client<\/strong><\/h3>\n<p>Adquirir nous clients \u00e9s m\u00e9s desafiador i cost\u00f3s que mantenir als ja existents, i brindar un excel\u00b7lent servei \u00e9s essencial.<\/p>\n<p><strong>A l\u2019oferir suport les 24 hores, els 7 dies de la setmana a tot el m\u00f3n, comunicar-se de manera efectiva, capacitar als empleats a fons i amb freq\u00fc\u00e8ncia i brindar opcions de comunicaci\u00f3 omnicanal, les empreses de log\u00edstica poden complir amb les expectatives dels clients i fomentar relacions comercials a llarg termini<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les empreses confien en els prove\u00efdors de log\u00edstica i transport per moure i entregar els seus productes de manera efectiva, per\u00f2 alguns retards i contratemps s\u00f3n inevitables. No es poden controlar les interrupcions de la cadena de subministrament, pel que \u00e9s necessari posar el focus en el servei al client. Per seguir sent competitiu i&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/4-consells-per-millorar-el-servei-al-client-en-logistica\/\" title=\"Read 4 consells per millorar el servei al client en log\u00edstica\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":7,"featured_media":43297,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2144],"tags":[4827,3099,5157,3096,3998,4828,3100,5139,5159,3202,4826,4825,4829,3374,3811,3261,3201,5160],"class_list":["post-43296","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-comunicacions-al-nuvol","tag-atencio-al-client-multilingue","tag-call-center-ca","tag-call-center-ca-2","tag-canals-digitals","tag-capacitacio-dels-empleats","tag-comunicacio-proactiva","tag-contact-center-ca","tag-contact-center-ca-2","tag-cx-ca-2","tag-cx-ca","tag-experiencies-positives","tag-fidelitzacio","tag-logistica-ca","tag-omnicanalitat","tag-retencio-de-clients","tag-satisfaccio-del-client","tag-servei-al-client","tag-servicio-al-cliente-ca"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - 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