{"id":6882,"date":"2023-04-24T21:43:41","date_gmt":"2023-04-24T18:43:41","guid":{"rendered":"https:\/\/masterbase.com\/es\/es\/es\/es\/es\/?p=6882"},"modified":"2023-12-26T12:00:33","modified_gmt":"2023-12-26T10:00:33","slug":"korzysci-z-automatyzacji-obslugi-klienta","status":"publish","type":"post","link":"https:\/\/masterbase.com\/pl\/beneficios-de-la-automatizacion-en-atencion-al-cliente\/masterbase\/","title":{"rendered":"Korzy\u015bci z automatyzacji w obs\u0142udze klienta"},"content":{"rendered":"<p>Niezale\u017cnie od tego, czy jeste\u015b ma\u0142\u0105 firm\u0105 z jednym agentem obs\u0142ugi klienta, czy du\u017c\u0105 korporacj\u0105 z zespo\u0142em wsparcia sk\u0142adaj\u0105cym si\u0119 z dziesi\u0105tek (lub nawet setek) kierownik\u00f3w, jeste\u015bmy prawie pewni, \u017ce wszyscy s\u0105 zawsze bardzo zaj\u0119ci.<\/p>\n<p>Obs\u0142uga klienta jest dzi\u015b wa\u017cniejsza ni\u017c kiedykolwiek wcze\u015bniej, a wykorzystanie automatyzacji pomaga zapewni\u0107 obs\u0142ug\u0119 na najwy\u017cszym poziomie.<\/p>\n<p>Niekt\u00f3re firmy opieraj\u0105 si\u0119 automatyzacji w tym obszarze, poniewa\u017c obawiaj\u0105 si\u0119, \u017ce poleganie na chatbotach zubo\u017cy osobiste do\u015bwiadczenie. Obawy te s\u0105 jednak bezpodstawne, poniewa\u017c automatyzacja faktycznie uwalnia zesp\u00f3\u0142 od pracy w jednym lub dw\u00f3ch punktach styku, umo\u017cliwiaj\u0105c im dostarczanie wysokiej jako\u015bci us\u0142ug, kt\u00f3re przynosz\u0105 korzy\u015bci klientom we wszystkich punktach styku.<\/p>\n<p>Oto cztery sposoby, w jakie automatyzacja obs\u0142ugi klienta mo\u017ce przynie\u015b\u0107 korzy\u015bci, a nawet zachwyci\u0107 klient\u00f3w.<\/p>\n<h2>1) Usprawnienie obs\u0142ugi klienta<\/h2>\n<p>P\u0142ynna obs\u0142uga wielokana\u0142owa jest idealna, wi\u0119c musisz wiedzie\u0107, jak i kiedy kontaktowa\u0107 si\u0119 z klientami.<\/p>\n<p>Kiedy zespo\u0142y kontaktuj\u0105 si\u0119 z klientami w celu podj\u0119cia dzia\u0142a\u0144 nast\u0119pczych po wyst\u0105pieniu problemu z pomoc\u0105 techniczn\u0105, dzieje si\u0119 kilka rzeczy:<\/p>\n<ul>\n<li>Klienci zauwa\u017caj\u0105, \u017ce firma dba o to, czy problem zosta\u0142 rozwi\u0105zany.<\/li>\n<li>Daj\u0105 im mo\u017cliwo\u015b\u0107 zg\u0142oszenia, je\u015bli nadal wyst\u0119puj\u0105 problemy, czego nie zrobiliby bez dodatkowego kontaktu.<\/li>\n<li>Twoja firma ma now\u0105 mo\u017cliwo\u015b\u0107 nawi\u0105zania kontaktu z klientem.<\/li>\n<\/ul>\n<p>Jednak dzia\u0142ania nast\u0119pcze mog\u0105 by\u0107 trudne: zesp\u00f3\u0142 pomocy mo\u017ce nie mie\u0107 czasu lub zasob\u00f3w, aby zadzwoni\u0107 lub wys\u0142a\u0107 e-mail do ka\u017cdej osoby, kt\u00f3rej pomogli.<\/p>\n<p>Automatyczna konsolidacja wielu kana\u0142\u00f3w komunikacji w jednym narz\u0119dziu mo\u017ce by\u0107 bardzo pomocna.<\/p>\n<h2>2. Mo\u017cliwo\u015b\u0107 oferowania spersonalizowanych us\u0142ug na du\u017c\u0105 skal\u0119<\/h2>\n<p>Je\u015bli oczekujesz zapewnienia optymalnego do\u015bwiadczenia klienta (szczycisz si\u0119 znajomo\u015bci\u0105 potrzeb swoich klient\u00f3w), spersonalizowana us\u0142uga na du\u017c\u0105 skal\u0119 mo\u017ce wydawa\u0107 si\u0119 prawie niemo\u017cliwa.<\/p>\n<p>Mo\u017cna jednak wykorzysta\u0107 automatyzacj\u0119 do konsolidacji informacji o klientach w jednym miejscu, pozostawiaj\u0105c czas na skupienie si\u0119 na zapewnieniu osobistego kontaktu.<\/p>\n<p>Mo\u017cna na przyk\u0142ad aktualizowa\u0107 kontakty w narz\u0119dziu do zarz\u0105dzania relacjami z klientami (CRM) za pomoc\u0105 interakcji z biletami pomocy technicznej lub zapisa\u0107 nowego klienta do programu odpowiadaj\u0105cego na cz\u0119sto zadawane pytania.<\/p>\n<h2>3. Z\u0142o\u017cone obawy klient\u00f3w mog\u0105 by\u0107 w pe\u0142ni rozwi\u0105zane<\/h2>\n<p>Niekt\u00f3re pytania lub w\u0105tpliwo\u015bci klient\u00f3w s\u0105 stosunkowo \u0142atwe do rozwi\u0105zania. Na przyk\u0142ad, je\u015bli kto\u015b potrzebuje aktualnej informacji o wys\u0142anej paczce lub informacji o polityce zwrot\u00f3w, s\u0105 to proste zapytania.<\/p>\n<p>Czasami jednak klienci maj\u0105 z\u0142o\u017cone obawy lub problemy. By\u0107 mo\u017ce klient korzystaj\u0105cy z Twojego produktu lub us\u0142ugi stale ma z\u0142o\u017cone problemy techniczne, kt\u00f3re wymagaj\u0105 uwagi, lub kto\u015b nalega, aby Twoje produkty by\u0142y wielokrotnie uszkodzone.<\/p>\n<p>Konieczne mo\u017ce by\u0107 oznaczenie innych cz\u0142onk\u00f3w zespo\u0142u lub eskalacja problemu do innego zespo\u0142u w przypadku bardziej z\u0142o\u017conych problem\u00f3w, przy jednoczesnym zachowaniu spokoju klient\u00f3w. Automatyzacja mo\u017ce pom\u00f3c w kierowaniu zg\u0142osze\u0144 do odpowiednich zespo\u0142\u00f3w i podsumowaniu bie\u017c\u0105cego statusu w celu \u0142atwego przekazania.<\/p>\n<p>Im dok\u0142adniejsze i skuteczniejsze zarz\u0105dzanie sprawami klient\u00f3w, tym lepiej, a automatyzacja mo\u017ce zapewni\u0107, \u017ce nic nie zostanie przeoczone.<\/p>\n<h2>4. Problemy zwi\u0105zane z obs\u0142ug\u0105 klienta s\u0105 szybko rozwi\u0105zywane na wszystkich platformach.<\/h2>\n<p>Dzisiejsi klienci maj\u0105 wysokie oczekiwania, co mo\u017ce bezpo\u015brednio wp\u0142ywa\u0107 na to, jak postrzegaj\u0105 swoje do\u015bwiadczenia z Twoj\u0105 firm\u0105. Jednym z tych oczekiwa\u0144 jest szybko\u015b\u0107.<\/p>\n<p>Wed\u0142ug jednego z bada\u0144, 90% konsument\u00f3w oczekuje natychmiastowej odpowiedzi (w ci\u0105gu 10 minut), a wed\u0142ug innego, 48% konsument\u00f3w oczekuje odpowiedzi w mediach spo\u0142eczno\u015bciowych w ci\u0105gu 24 godzin.<\/p>\n<p>Wykorzystanie automatyzacji u\u0142atwia spe\u0142nienie tych oczekiwa\u0144.<\/p>\n<h2>5. Nie tracisz z oczu liczb<\/h2>\n<p>Chocia\u017c umieszczenie wyniku liczbowego na pomocy udzielonej przez zesp\u00f3\u0142 mo\u017ce brzmie\u0107 surowo, jest to przejrzyste narz\u0119dzie i pozwala ka\u017cdemu cz\u0142onkowi zespo\u0142u wiedzie\u0107, jak sobie radzi, w znacznie bardziej namacalny spos\u00f3b ni\u017c zwyk\u0142e \"dobrze\".<\/p>\n<p>Wi\u0119kszo\u015b\u0107 aplikacji do obs\u0142ugi klienta ma wbudowane narz\u0119dzia do \u015bledzenia metryk, ale czasami trzeba je bardziej dostosowa\u0107.<\/p>\n<p>Stworzenie zautomatyzowanego procesu, kt\u00f3ry wysy\u0142a bilety do arkusza kalkulacyjnego lub bazy danych, dzi\u0119ki czemu mo\u017cna wykona\u0107 w\u0142asne obliczenia, oszcz\u0119dza czas i u\u0142atwia ca\u0142y proces.<\/p>\n<p><strong style=\"font-weight: bold;\"><span style=\"background-color: #fac51c;\">Wsparcie zespo\u0142u obs\u0142ugi klienta za pomoc\u0105 automatyzacji<\/span><\/strong><\/p>\n<p>Tw\u00f3j zesp\u00f3\u0142 wsparcia sprawia, \u017ce klienci s\u0105 zadowoleni, wi\u0119c zadbaj r\u00f3wnie\u017c o nich. Automatyzacja proces\u00f3w pomaga odci\u0105\u017cy\u0107 zesp\u00f3\u0142 obs\u0142ugi klienta, dzi\u0119ki czemu mo\u017ce on skupi\u0107 si\u0119 na zapewnianiu doskona\u0142ej obs\u0142ugi.<\/p>\n<p><a style=\"user-select: auto;\" href=\"https:\/\/www.es.masterbase.com\/academia\/descubreautomatizacion.html\"><img data-recalc-dims=\"1\" decoding=\"async\" style=\"width: 650px !important; position: relative; max-width: 100%; cursor: pointer; padding: 0px 1px;\" src=\"https:\/\/i0.wp.com\/img.masterbase.com\/v2\/1\/5581\/b\/news\/enero\/2023\/banner-da.png?w=800&#038;ssl=1\" alt=\"\" \/><\/a><\/p>","protected":false},"excerpt":{"rendered":"<p>Niezale\u017cnie od tego, czy jeste\u015b ma\u0142\u0105 firm\u0105 z jednym agentem obs\u0142ugi klienta, czy du\u017c\u0105 korporacj\u0105 z zespo\u0142em wsparcia sk\u0142adaj\u0105cym si\u0119 z dziesi\u0105tek (lub nawet setek) kierownik\u00f3w, jeste\u015bmy prawie pewni, \u017ce wszyscy s\u0105 zawsze bardzo zaj\u0119ci.\u00a0<\/p>","protected":false},"author":239642484,"featured_media":7062,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpas_customize_per_network":false,"jetpack_post_was_ever_published":false},"categories":[1389],"tags":[1411],"class_list":["post-6882","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-automatizacion","tag-atencion-al-cliente"],"yoast_head":"<!-- This site is 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