{"id":7677,"date":"2019-11-06T17:00:18","date_gmt":"2019-11-06T16:00:18","guid":{"rendered":"https:\/\/stk2019.acceseo.com.es\/atencio-al-client-directa-front-latencio-al-client-a-traves-duna-plataforma-digital\/"},"modified":"2019-11-06T17:00:18","modified_gmt":"2019-11-06T16:00:18","slug":"atencio-al-client-directa-front-latencio-al-client-a-traves-duna-plataforma-digital","status":"publish","type":"post","link":"https:\/\/www.atenciondellamadas.net\/ca\/atencio-al-client-directa-front-latencio-al-client-a-traves-duna-plataforma-digital\/","title":{"rendered":"Atenci\u00f3 al client directa front l&#8217;atenci\u00f3 al client a trav\u00e9s d&#8217;una plataforma digital."},"content":{"rendered":"<p>Recentment s&#8217;han publicat diverses investigacions sobre aquestes dues estrat\u00e8gies l&#8217;enfrontament de les quals ja ve d&#8217;antic. Prefer\u00e8ncies personals a un costat el millor \u00e9s sempre fomentar la que millor s&#8217;adapte a la nostra empresa i la que major confian\u00e7a done als nostres clients posat que, al cap i a la fi, \u00e9s el que mantindr\u00e0 el nostre negoci en flotaci\u00f3. L&#8217;estudi\u00a0<em><a href=\"http:\/\/www.oracle.com\/us\/products\/applications\/commerce\/live-help-on-demand\/oracle-live-help-wp-aamf-1624138.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">Consumer Views of Live Help Online 2012<\/a><\/em> realitzat per Oracle mostrava una creixent prefer\u00e8ncia per l&#8217;atenci\u00f3 al client a trav\u00e9s de plataformes digitals reflectit per diferents indicadors com:<\/p>\n<ul>\n<li>Ha augmentat d&#8217;un 37% a un 50% els usuaris que usen aquest tipus de servei online.<\/li>\n<li>Un 47% espera que l&#8217;empresa puga atendre&#8217;l via Facebook, un 29% a trav\u00e9s del blog i un 17% a trav\u00e9s de Twitter.<\/li>\n<li>Un 43% dels enquestats espera ser contestat via xarxes socials.<\/li>\n<\/ul>\n<p>Amb aquestes dades a la m\u00e0 seria f\u00e0cil pensar que guanya la partida l&#8217;atenci\u00f3 al client online front de la telef\u00f2nica per\u00f2 no \u00e9s or tot el que rellueix. El mateix estudi ens retorna una altra s\u00e8rie d&#8217;informaci\u00f3 estad\u00edstica trencant una llan\u00e7a a favor de la comunicaci\u00f3 telef\u00f2nica ja que, a m\u00e9s de continuar sent una eina fonamental, segueix tenint un estatus rellevant en la ment del consumidor:<\/p>\n<ul>\n<li>Encara que molts es decanten per la facilitat de fer altres tasques mentre s\u00f3n atesos a trav\u00e9s de mitjans online nom\u00e9s el 15% va manifestar que preferia teclejar que parlar directament amb un agent.<\/li>\n<li>Dels usuaris que usen Facebook per a resoldre incid\u00e8ncies un 31% preferia no publicar la seua consulta a trav\u00e9s de la xarxa social, un 6% esperen una resposta en uns cuatre dies i un altre 6% ni tan sols espera resposta alguna.<\/li>\n<li>Els usuaris europeus, encara que cerquen i comparen m\u00e9s que els nord-americans, el 59% segueix preferint la trucada telef\u00f2nica i encara que demanden que les empreses tinguen representaci\u00f3 en xarxes socials la majoria s\u00f3n poc inclinats a l&#8217;atenci\u00f3 al client a trav\u00e9s d&#8217;aquestes.<\/li>\n<\/ul>\n<p>A m\u00e9s d&#8217;aquestes dades una recent investigaci\u00f3 per part de <a href=\"http:\/\/www.commonsensemedia.org\/sites\/default\/files\/research\/socialmediasociallife-final-061812.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><em>Common Sense Media<\/em><\/a> revela que s&#8217;est\u00e0 invertint la tend\u00e8ncia i ara els joves prefereixen la comunicaci\u00f3 interpersonal per sobre de la digital. Un 90% dels enquestats usen xarxes socials per\u00f2 m\u00e9s de la meitat d&#8217;aqueixa xifra prefereix parlar en persona per dues raons principalment:<\/p>\n<ul>\n<li>\u00c9s m\u00e9s divertit.<\/li>\n<li>S&#8217;ent\u00e9n millor el que es diu.<\/li>\n<\/ul>\n<p>Ambdues investigacions deixen clar que, lluny d&#8217;existir una pedra filosofal o un m\u00e8tode miracul\u00f3s, l&#8217;atenci\u00f3 al client requereix de molt coneixement dels nostres clients per a poder triar la via m\u00e9s adequada, una inversi\u00f3 estable per a no descurar-la i multitud d&#8217;eines posades al servei de la comunicaci\u00f3 entre les persones i la nostra empresa.<\/p>\n<p>Quina via prefereixes utilitzar?<\/p>\n<div style='text-align:center' class='yasr-auto-insert-visitor'><!--Yasr Visitor Votes Shortcode--><div id='yasr_visitor_votes_edda9c7627030' class='yasr-visitor-votes'><div class=\"yasr-custom-text-vv-before yasr-custom-text-vv-before-7677\">\u00a1Haz clic para puntuar esta entrada!<\/div><div id='yasr-vv-second-row-container-edda9c7627030'\r\n                                        class='yasr-vv-second-row-container'><div id='yasr-visitor-votes-rater-edda9c7627030'\r\n                                      class='yasr-rater-stars-vv'\r\n                                      data-rater-postid='7677'\r\n                                      data-rating='0'\r\n                                      data-rater-starsize='24'\r\n                                      data-rater-readonly='false'\r\n                                      data-rater-nonce='0036478ee4'\r\n                                      data-issingular='false'\r\n                                    ><\/div><div class=\"yasr-vv-stats-text-container\" id=\"yasr-vv-stats-text-container-edda9c7627030\"><svg xmlns=\"https:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"20\"\r\n                                   class=\"yasr-dashicons-visitor-stats\"\r\n                                   data-postid=\"7677\"\r\n                                   id=\"yasr-stats-dashicon-edda9c7627030\">\r\n                                   <path d=\"M18 18v-16h-4v16h4zM12 18v-11h-4v11h4zM6 18v-8h-4v8h4z\"><\/path>\r\n                               <\/svg><span id=\"yasr-vv-text-container-edda9c7627030\" class=\"yasr-vv-text-container\">(Votos: <span id=\"yasr-vv-votes-number-container-edda9c7627030\">0<\/span>  Promedio: <span id=\"yasr-vv-average-container-edda9c7627030\">0<\/span>)<\/span><\/div><div id='yasr-vv-loader-edda9c7627030' class='yasr-vv-container-loader'><\/div><\/div><div id='yasr-vv-bottom-container-edda9c7627030'\r\n                              class='yasr-vv-bottom-container'\r\n                              style='display:none'><\/div><\/div><!--End Yasr Visitor Votes Shortcode--><\/div>","protected":false},"excerpt":{"rendered":"<p>Recentment s&#8217;han publicat diverses investigacions sobre aquestes dues estrat\u00e8gies l&#8217;enfrontament de les quals ja ve d&#8217;antic. Prefer\u00e8ncies personals a un costat el millor \u00e9s sempre fomentar la que millor s&#8217;adapte a la nostra empresa i la que major confian\u00e7a done als nostres clients posat que, al cap i a la fi, \u00e9s el que mantindr\u00e0 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":7432,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"yasr_overall_rating":0,"yasr_post_is_review":"","yasr_auto_insert_disabled":"","yasr_review_type":"","footnotes":""},"categories":[212,208],"tags":[220,224,245],"class_list":["post-7677","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atencion-al-cliente-ca","category-productividad","tag-atencion-al-cliente-ca","tag-atencion-de-llamadas-ca","tag-servicio-externo-ca"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Atenci\u00f3 al client a trav\u00e9s 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