{"id":383000,"date":"2020-11-17T08:41:08","date_gmt":"2020-11-17T16:41:08","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-es\/actualizacion-mensual-el-secreto-para-mejorar-la-experiencia-del-cliente-se-esconde-en-su-sitio-web\/"},"modified":"2020-11-17T08:41:08","modified_gmt":"2020-11-17T16:41:08","slug":"actualizacion-mensual-el-secreto-para-mejorar-la-experiencia-del-cliente-se-esconde-en-su-sitio-web","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/es\/experiencia-del-cliente\/actualizacion-mensual-el-secreto-para-mejorar-la-experiencia-del-cliente-se-esconde-en-su-sitio-web\/","title":{"rendered":"Actualizaci\u00f3n mensual: el secreto para mejorar la experiencia del ..."},"content":{"rendered":"


\n El auge de lo digital y las expectativas de los clientes<\/strong>
\n<\/span><\/h2>\n

Seg\u00fan una encuesta mundial de McKinsey & Company, el 62% de las organizaciones est\u00e1n experimentando una creciente demanda de compras y servicios en l\u00ednea por parte de sus clientes, y el 53% cree que esta tendencia continuar\u00e1 en el futuro. \u00a0El sector bancario es un ejemplo de adopci\u00f3n generalizada del servicio digital y omnicanal. En julio de 2020, el uso de los centros de contacto en la banca en todo Estados Unidos aument\u00f3 alrededor del 6%, y el uso de los m\u00f3viles aument\u00f3 alrededor del 8%, en comparaci\u00f3n con diciembre de 2019.<\/p>\n

A medida que se acerca la temporada de festividades, lo digital y la omnicanalidad se impondr\u00e1n a\u00fan m\u00e1s, y los consumidores de todo el mundo trasladar\u00e1n sus compras navide\u00f1as a Internet. Sin duda, esto generar\u00e1 un mayor tr\u00e1fico a su centro de llamadas<\/a>. En consecuencia, muchos l\u00edderes de centros de contacto encuentran formas de manejar ese tr\u00e1fico de manera eficaz utilizando funcionalidades impulsadas por la Inteligencia artificial,<\/a> como bots de voz y chat de autoservicio, y funciones de intercepci\u00f3n de sitios web en tiempo real basadas en el contexto.<\/p>\n

Las expectativas de los consumidores tambi\u00e9n van en aumento. Esperan interacciones digitales sencillas, c\u00f3modas y r\u00e1pidas con contenidos adaptados a sus intereses y necesidades individuales. Esto presiona a las empresas para que mejoren esas experiencias, de modo que aumenten la satisfacci\u00f3n y reduzcan la p\u00e9rdida de clientes.<\/p>\n

Pero, \u00bfqu\u00e9 suceder\u00eda si pudiera obtener una visi\u00f3n m\u00e1s hol\u00edstica de las experiencias del cliente antes de que lleguen a su centro de contacto? \u00bfY si pudiera realmente podr\u00eda entender los puntos de fricci\u00f3n que un cliente podr\u00eda tener y aprovechar esa informaci\u00f3n para crear experiencias emocionales personalizadas y positivas, as\u00ed como allanar los obst\u00e1culos para los clientes en el futuro?<\/p>\n


\n Novedades<\/strong>
\n<\/span><\/h2>\n

Por eso, me entusiasma hablarle de nuestras \u00faltimas mejoras en Webex Experience Management<\/a>, nuestra soluci\u00f3n de administraci\u00f3n de experiencias basada en la nube y potenciada por la IA\/ML. Con nuestro \u00faltimo conjunto de nuevas caracter\u00edsticas, nos centramos en ayudar a las empresas a comprender mejor las experiencias del cliente en el sitio web y permitirles influir en esas experiencias en tiempo real.<\/p>\n


\n Encuentas<\/strong>
\n <\/strong>
\n personalizadas de interceptaci\u00f3n del sitio web<\/strong>
\n<\/span><\/h2>\n

Esta nueva caracter\u00edstica personaliza la experiencia del cliente en el sitio web con preguntas de encuesta contextuales, en funci\u00f3n de lo que usted quiere aprender del cliente, como si est\u00e1 experimentando un problema. Por ejemplo, si un cliente intent\u00f3 pagar su factura y no complet\u00f3 el proceso, se puede activar una encuesta personalizada como \u201cHola Kim, \u00bfha tenido dificultades al intentar pagar tu factura?\u201d para entender su experiencia del recorrido. Estos comentarios se recopilan y se pueden utilizar dentro de su organizaci\u00f3n para corregir cualquier problema con su sitio web y ponerse en contacto con el cliente para cerrar el ciclo.<\/p>\n


\n \"Encuestas
\n<\/a><\/p>\n


\n Encuestas paginadas en la web<\/strong>
\n<\/span><\/h2>\n

Ahora tiene la opci\u00f3n de agrupar las preguntas de la encuesta para que se muestren en la misma p\u00e1gina, adem\u00e1s de la vista envolvente actual de una sola pregunta por p\u00e1gina.\u00a0 Nuestra investigaci\u00f3n ha demostrado que esto puede aumentar los \u00edndices de finalizaci\u00f3n de la encuesta en ciertos escenarios como los programas de Voz del Empleado y cuando los cuestionarios de la encuesta son m\u00e1s largos.\u00a0 Las preguntas relacionadas pueden agruparse y presentarse juntas, lo que reduce el n\u00famero de clics y logra el equilibrio adecuado para no abrumar al cliente y que pueda completar la encuesta r\u00e1pidamente. Cuantas m\u00e1s encuestas completen sus clientes, tendr\u00e1 m\u00e1s informaci\u00f3n sobre lo que los motiva y c\u00f3mo experimentan su marca.<\/p>\n


\n \"encuesta
\n<\/a><\/p>\n


\n Segmentos de clientes para alertas espec\u00edficas en tiempo real<\/strong>
\n<\/span><\/h2>\n

Sus clientes no son todos iguales. Los clientes de determinadas zonas geogr\u00e1ficas, grupos etarios, tama\u00f1os de empresas, etc. pueden tener diferentes impresiones de su marca. Poder segmentar a sus clientes a lo largo de l\u00edneas estrat\u00e9gicas para que su empresa entienda c\u00f3mo interact\u00faan con su negocio puede desbloquear conocimientos sorprendentes.<\/p>\n

Ahora puede configurar segmentos de clientes en Webex Experience Management y crear alertas en tiempo real dirigidas a empleados o departamentos espec\u00edficos de su organizaci\u00f3n. Estas alertas pueden enviarse a trav\u00e9s de m\u00faltiples canales, como el correo electr\u00f3nico, los SMS y Webex Teams<\/a>.<\/p>\n

Por ejemplo, si uno de tus segmentos es el de los mileniales que viven en determinadas ciudades con un alto poder adquisitivo, puedes activar encuestas en tiempo real con preguntas espec\u00edficas a lo largo de su experiencia del recorrido en el contexto de lo que est\u00e1n haciendo. \u00a0Si un cliente que encaja en este segmento acaba de abrir una cuenta, puede preguntarle si quiere registrarse en uno de sus seminarios web. Si el cliente opta por no registrarse, se pueden lanzar alertas en tiempo real a personas o equipos clave de su empresa para que est\u00e9n al tanto de la respuesta. Esto permite a su empresa comprender mejor los patrones de comportamiento de segmentos espec\u00edficos de clientes y realizar modificaciones que lo ayuden a alcanzar sus objetivos.<\/p>\n

Estas nuevas funcionalidades ofrecen una poderosa visi\u00f3n del recorrido del cliente a los l\u00edderes de los centros de contacto y de la experiencia del cliente, lo que les da una ventaja estrat\u00e9gica \u00fanica para ayudar a impulsar mejoras en el negocio que aumenten la satisfacci\u00f3n y la lealtad del cliente, y que marquen la diferencia en su balance.<\/p>\n


\n \u00bfQu\u00e9 sigue?<\/strong>
\n<\/span><\/h2>\n

\u00a1Est\u00e9 atento a los emocionantes anuncios que haremos el mes que viene sobre nuestra galardonada soluci\u00f3n Webex Contact Center<\/a> y reg\u00edstrese ya en Webexone<\/a>!<\/p>\n

Para obtener m\u00e1s informaci\u00f3n sobre c\u00f3mo crear mejores experiencias digitales para sus clientes, visite nuestro sitio web<\/a>.<\/p><\/blockquote>\n

\u00a0<\/p>\n

M\u00e1s informaci\u00f3n<\/strong><\/p>\n

https:\/\/blogs.cisco.com\/collaboration\/cisco-is-identified-as-a-leader-in-aragons-globe-for-intelligent-contact-center-2020<\/p>\n

https:\/\/blogs.cisco.com\/collaboration\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions<\/p>\n

https:\/\/blogs.cisco.com\/collaboration\/ciscos-latest-innovations-in-artificial-intelligence-improve-contact-center-performance-and-enrich-customer-experiences<\/p>\n","protected":false},"excerpt":{"rendered":"

Descubra nuestras \u00faltimas mejoras en Webex Experience Management, que proporcionan una potente informaci\u00f3n sobre el recorrido del cliente a los responsables de los centros de contacto y de la experiencia del cliente.<\/p>\n","protected":false},"author":5501,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5293,1567],"tags":[5296,4278],"class_list":["post-383000","post","type-post","status-publish","format-standard","hentry","category-colaboracion","category-experiencia-del-cliente","tag-centro-de-llamadas","tag-contact-center-as-a-service"],"acf":[],"yoast_head":"\nActualizaci\u00f3n mensual: el secreto para mejorar la experiencia del cliente se esconde en su sitio web | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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Wiener","image":{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/secure.gravatar.com\/avatar\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g","caption":"David Wiener"},"description":"David Wiener is the Senior Director of Product Management, Contact Center & Artificial Intelligence for Cisco\u2019s Collaboration portfolio. In this role, David oversees global product strategy for all contact center solutions, and he also leads the Voicea Research and Development teams for the core speech and artificial intelligence products across Cisco\u2019s Collaboration portfolio. Previously, he was Co-founder and Chief Product Officer at Voicea, a voice-focused AI technology company acquired by Cisco in September 2019. Prior to co-founding Voicea he was Vice President at Oracle, overseeing global product for the Oracle Data Cloud. At Oracle he was responsible for pulling together the acquisitions of BlueKai, Datalogix, AddThis, and Crosswise. Prior to Oracle, David oversaw Product at BlueKai. 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