{"id":38855,"date":"2020-07-07T19:05:55","date_gmt":"2020-07-08T00:05:55","guid":{"rendered":"https:\/\/boletin.com.mx\/?p=38855"},"modified":"2020-07-07T19:05:55","modified_gmt":"2020-07-08T00:05:55","slug":"experiencia-al-cliente-que-hacer-durante-picos-de-demanda","status":"publish","type":"post","link":"https:\/\/imprentaedicom.mx\/boletin2023\/2020\/07\/07\/experiencia-al-cliente-que-hacer-durante-picos-de-demanda\/","title":{"rendered":"Experiencia al cliente: qu\u00e9 hacer durante picos de demanda"},"content":{"rendered":"<h5 style=\"text-align: center;\">Estudio de Zendesk comparte las buenas pr\u00e1cticas que facilitan a las empresas una mejor experiencia al cliente en picos de demanda.<\/h5>\n<hr \/>\n<p>Desde el comienzo de la crisis del <strong>COVID-19<\/strong>, empresas de todos los tama\u00f1os han tenido que lidiar con un aumento o disminuci\u00f3n repentina en el n\u00famero de llamadas realizadas a los servicios de atenci\u00f3n al cliente. En M\u00e9xico, del 23 de febrero al 17 de mayo, han tenido un 33% de crecimiento en las solicitudes de los clientes, mientras que en Am\u00e9rica Latina es del 27%.<\/p>\n<p>El estudio Benchmark Snapshot realizado por <a href=\"https:\/\/boletin.com.mx\/industria-tic\/zendesk\/\"><strong>Zendesk<\/strong><\/a>, que analiza el impacto de <a href=\"https:\/\/boletin.com.mx\/videovigilancia-y-seguridad-ti\/covid-19-y-ciberataques-amenazan-la-desaparicion-de-pymes\/\"><strong>COVID-19<\/strong><\/a> en la experiencia del cliente a m\u00e1s de 23,000 compa\u00f1\u00edas a nivel global, revel\u00f3 que algunas compa\u00f1\u00edas han mantenido estable la calidad del servicio al cliente a pesar de los cambios de vol\u00famenes.<\/p>\n<p>\u00bfQu\u00e9 hicieron diferente? Incluso con un volumen de solicitudes 10% mayor que antes, estas compa\u00f1\u00edas no han dejado a sus clientes esperando largos periodos de tiempo para darles una respuesta. A continuaci\u00f3n, las buenas pr\u00e1cticas que implementaron:<\/p>\n<ul>\n<li>Apostaron por mensajer\u00eda instant\u00e1nea en sus canales de atenci\u00f3n, como WhatsApp y chat. Las compa\u00f1\u00edas aumentaron la adopci\u00f3n de mensajes en un 24% y canales de servicio en tiempo real en un 9%.<\/li>\n<li>Focalizaron a sus agentes de soporte a estos canales de servicio en tiempo real para satisfacer la demanda. El 40% de estas empresas ponen el 10% o m\u00e1s de su equipo de atenci\u00f3n en estos canales.<\/li>\n<li>Invirtieron en autoservicio, para que sus clientes puedan encontrar respuestas m\u00e1s r\u00e1pidas y por s\u00ed solos. El 60% expandi\u00f3 su centro de ayuda con nuevas soluciones desde que comenz\u00f3 la pandemia.<\/li>\n<li>Utilizaron inteligencia artificial (IA) para la resoluci\u00f3n de temas sencillos. El 50% de las empresas han intensificado en m\u00e1s del 10% el uso de herramientas de base de conocimiento.<\/li>\n<li>Redefinieron sus flujos de trabajo, agregando casi un 10% m\u00e1s de herramientas que generan automatizaciones.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Estudio de Zendesk comparte las buenas pr\u00e1cticas que facilitan a las empresas una mejor experiencia al cliente en picos de demanda.<\/p>\n","protected":false},"author":4,"featured_media":38856,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[16,29],"tags":[264,997,322,914],"class_list":["post-38855","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-home-2","category-tecnologias","tag-covid-19","tag-experiencia-al-cliente","tag-tendencias","tag-zendesk"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Experiencia al cliente: qu\u00e9 hacer durante picos de demanda - 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