{"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":"beneficiile-automatizarii-serviciilor-pentru-clienti","status":"publish","type":"post","link":"https:\/\/masterbase.com\/ro\/beneficios-de-la-automatizacion-en-atencion-al-cliente\/masterbase\/","title":{"rendered":"Beneficiile automatiz\u0103rii \u00een Customer Care"},"content":{"rendered":"<p>Fie c\u0103 sunte\u021bi o companie mic\u0103, cu un singur agent de servicii pentru clien\u021bi, fie c\u0103 sunte\u021bi o corpora\u021bie mare, cu o echip\u0103 de asisten\u021b\u0103 format\u0103 din zeci (sau chiar sute) de directori, suntem aproape siguri c\u0103 to\u021bi ace\u0219tia sunt \u00eentotdeauna foarte ocupa\u021bi.<\/p>\n<p>Serviciul clien\u021bi este ast\u0103zi mai important ca niciodat\u0103, iar utilizarea automatiz\u0103rii ajut\u0103 la furnizarea unui serviciu de prim\u0103 clas\u0103.<\/p>\n<p>Unele \u00eentreprinderi se opun automatiz\u0103rii \u00een acest domeniu, deoarece se tem c\u0103 baz\u00e2ndu-se pe chatbots vor s\u0103r\u0103ci experien\u021ba de la persoan\u0103 la persoan\u0103. Dar aceast\u0103 team\u0103 este nefondat\u0103, deoarece automatizarea elibereaz\u0103 de fapt echipa dvs. de a lucra la unul sau dou\u0103 puncte de contact, permi\u021b\u00e2ndu-i s\u0103 ofere un serviciu de \u00eenalt\u0103 calitate care aduce beneficii clien\u021bilor la toate punctele de contact.<\/p>\n<p>Iat\u0103 patru moduri \u00een care automatizarea serviciilor pentru clien\u021bi poate aduce beneficii \u0219i chiar v\u0103 poate \u00eenc\u00e2nta clien\u021bii.<\/p>\n<h2>1. Urm\u0103rirea clien\u021bilor este simplificat\u0103<\/h2>\n<p>Suportul omni-canal f\u0103r\u0103 \u00eentreruperi este ideal, a\u0219a c\u0103 trebuie s\u0103 \u0219ti\u021bi cum \u0219i c\u00e2nd s\u0103 v\u0103 contacta\u021bi clien\u021bii.<\/p>\n<p>Atunci c\u00e2nd echipele dvs. contacteaz\u0103 clien\u021bii pentru a urm\u0103ri o problem\u0103 de asisten\u021b\u0103, se \u00eent\u00e2mpl\u0103 mai multe lucruri:<\/p>\n<ul>\n<li>Clien\u021bii dvs. observ\u0103 c\u0103 companiei dvs. \u00eei pas\u0103 dac\u0103 problema a fost rezolvat\u0103.<\/li>\n<li>Le ofer\u0103 posibilitatea de a raporta dac\u0103 mai exist\u0103 probleme, lucru pe care nu l-ar fi f\u0103cut f\u0103r\u0103 contactul suplimentar.<\/li>\n<li>Compania dumneavoastr\u0103 are o nou\u0103 oportunitate de a stabili o leg\u0103tur\u0103 cu clientul.<\/li>\n<\/ul>\n<p>Cu toate acestea, urm\u0103rirea poate fi dificil\u0103: este posibil ca echipa dvs. de asisten\u021b\u0103 s\u0103 nu aib\u0103 timpul sau resursele necesare pentru a suna sau trimite un e-mail fiec\u0103rei persoane pe care a ajutat-o.<\/p>\n<p>Consolidarea automat\u0103 a mai multor canale de comunicare \u00eentr-un singur instrument poate fi de mare ajutor.<\/p>\n<h2>2. Pute\u021bi oferi un serviciu personalizat la scar\u0103 larg\u0103<\/h2>\n<p>Dac\u0103 v\u0103 a\u0219tepta\u021bi s\u0103 oferi\u021bi o experien\u021b\u0103 optim\u0103 clien\u021bilor (v\u0103 m\u00e2ndri\u021bi cu cunoa\u0219terea nevoilor acestora), un serviciu personalizat la scar\u0103 larg\u0103 poate p\u0103rea aproape imposibil.<\/p>\n<p>Cu toate acestea, pute\u021bi utiliza automatizarea pentru a consolida informa\u021biile despre clien\u021bi \u00eentr-un singur loc, l\u0103s\u00e2ndu-v\u0103 timp s\u0103 v\u0103 concentra\u021bi pe oferirea acelui contact personal.<\/p>\n<p>De exemplu, pute\u021bi actualiza contactele din instrumentul dvs. de gestionare a rela\u021biilor cu clien\u021bii (CRM) cu interac\u021biunile biletelor de asisten\u021b\u0103 sau pute\u021bi \u00eenscrie un client nou \u00eentr-un program pentru a r\u0103spunde la \u00eentreb\u0103rile frecvente.<\/p>\n<h2>3. Problemele complexe ale clien\u021bilor pot fi rezolvate pe deplin<\/h2>\n<p>Unele \u00eentreb\u0103ri sau preocup\u0103ri ale clien\u021bilor sunt relativ u\u0219or de rezolvat. De exemplu, dac\u0103 cineva are nevoie de informa\u021bii actualizate cu privire la un pachet expediat sau de informa\u021bii privind politica de returnare, acestea sunt \u00eentreb\u0103ri simple.<\/p>\n<p>Uneori, \u00eens\u0103, clien\u021bii au preocup\u0103ri sau probleme complexe. Poate c\u0103 un client care utilizeaz\u0103 produsul sau serviciul dvs. a avut \u00een mod continuu probleme tehnice complexe care necesit\u0103 aten\u021bie, sau cineva insist\u0103 c\u0103 produsele dvs. au ajuns \u00een mod repetat deteriorate.<\/p>\n<p>Este posibil s\u0103 fie necesar s\u0103 eticheta\u021bi al\u021bi membri ai echipei sau s\u0103 transfera\u021bi problema c\u0103tre o alt\u0103 echip\u0103 pentru probleme mai complexe, p\u0103str\u00e2nd \u00een acela\u0219i timp lini\u0219tea clien\u021bilor. Automatizarea v\u0103 poate ajuta s\u0103 direc\u021biona\u021bi tichetele c\u0103tre echipele potrivite \u0219i s\u0103 rezuma\u021bi starea curent\u0103 pentru o predare u\u0219oar\u0103.<\/p>\n<p>Cu c\u00e2t gestionarea problemelor clien\u021bilor este mai complet\u0103 \u0219i mai eficient\u0103, cu at\u00e2t este mai bine, iar automatizarea poate garanta c\u0103 nimic nu este trecut cu vederea.<\/p>\n<h2>4. Problemele legate de serviciile pentru clien\u021bi sunt rezolvate rapid pe toate platformele.<\/h2>\n<p>Clien\u021bii din ziua de azi au a\u0219tept\u0103ri mari din toate punctele de vedere, ceea ce poate influen\u021ba \u00een mod direct modul \u00een care percep experien\u021ba lor cu compania dumneavoastr\u0103. Una dintre aceste a\u0219tept\u0103ri este viteza.<\/p>\n<p>Conform unui studiu, 90% dintre consumatori doresc r\u0103spunsuri imediate (\u00een termen de 10 minute), iar conform altui studiu, 48% dintre consumatori a\u0219teapt\u0103 un r\u0103spuns pe social media \u00een termen de 24 de ore.<\/p>\n<p>Atunci c\u00e2nd automatizarea este exploatat\u0103, este mai u\u0219or s\u0103 se \u00eendeplineasc\u0103 aceste a\u0219tept\u0103ri.<\/p>\n<h2>5. Nu pierde\u021bi din vedere cifrele<\/h2>\n<p>De\u0219i atribuirea unui scor numeric asisten\u021bei oferite de echipa dvs. poate p\u0103rea dur\u0103, acesta este un instrument transparent \u0219i permite fiec\u0103rui membru al echipei s\u0103 \u0219tie cum se descurc\u0103, \u00eentr-un mod mult mai tangibil dec\u00e2t un simplu \"bine\".<\/p>\n<p>Majoritatea aplica\u021biilor de servicii pentru clien\u021bi au dispozitive integrate de urm\u0103rire a metricilor, dar uneori ave\u021bi nevoie de mai mult\u0103 personalizare pentru urm\u0103rirea metricilor.<\/p>\n<p>Crearea unui proces automatizat care trimite tichetele c\u0103tre o foaie de calcul sau o baz\u0103 de date, astfel \u00eenc\u00e2t s\u0103 pute\u021bi efectua propriile calcule, economise\u0219te timp \u0219i faciliteaz\u0103 procesul \u00een ansamblu.<\/p>\n<p><strong style=\"font-weight: bold;\"><span style=\"background-color: #fac51c;\">Sprijini\u021bi-v\u0103 echipa de servicii pentru clien\u021bi cu ajutorul automatiz\u0103rii<\/span><\/strong><\/p>\n<p>Echipa dvs. de asisten\u021b\u0103 v\u0103 face clien\u021bii ferici\u021bi, a\u0219a c\u0103 ave\u021bi grij\u0103 \u0219i de ei. Automatizarea proceselor v\u0103 ajut\u0103 s\u0103 u\u0219ura\u021bi munca echipei de servicii pentru clien\u021bi, astfel \u00eenc\u00e2t aceasta s\u0103 se poat\u0103 concentra pe furnizarea de servicii excelente.<\/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>Fie c\u0103 sunte\u021bi o companie mic\u0103, cu un singur agent de servicii pentru clien\u021bi, fie c\u0103 sunte\u021bi o corpora\u021bie mare, cu o echip\u0103 de asisten\u021b\u0103 format\u0103 din zeci (sau chiar sute) de directori, suntem aproape siguri c\u0103 to\u021bi ace\u0219tia sunt \u00eentotdeauna foarte ocupa\u021bi.\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 optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Beneficios de la automatizaci\u00f3n en Atenci\u00f3n al Cliente - MasterBase\u00ae<\/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:\/\/masterbase.com\/ro\/beneficiile-automatizarii-serviciilor-pentru-clienti\/baza-de-master\/\" \/>\n<meta property=\"og:locale\" content=\"ro_RO\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Beneficios de la automatizaci\u00f3n en Atenci\u00f3n al Cliente - MasterBase\u00ae\" \/>\n<meta property=\"og:description\" content=\"Tanto si se trata de una peque\u00f1a empresa con un \u00fanico agente de atenci\u00f3n al cliente, como de una gran corporaci\u00f3n con un equipo de asistencia de docenas (o incluso cientos) de ejecutivos, estamos casi seguros de que todos ellos est\u00e1n siempre 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