{"id":381122,"date":"2021-10-27T19:05:00","date_gmt":"2021-10-28T02:05:00","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/reimaginacao-das-experiencias-do-cliente-com-o-webex\/"},"modified":"2021-10-27T19:05:00","modified_gmt":"2021-10-28T02:05:00","slug":"reimaginacao-das-experiencias-do-cliente-com-o-webex","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/reimaginacao-das-experiencias-do-cliente-com-o-webex\/","title":{"rendered":"Reimagina\u00e7\u00e3o das experi\u00eancias do cliente com o Webex"},"content":{"rendered":"<h2><strong>As cinco compet\u00eancias fundamentais de neg\u00f3cios excepcionais com foco no cliente<\/strong><\/h2>\n<p>Voc\u00ea est\u00e1 ouvindo muito sobre a experi\u00eancia do cliente, e como essas experi\u00eancias v\u00eam de empresas que adotam canais de mensagens digitais amig\u00e1veis ao cliente, op\u00e7\u00f5es de autoatendimento como chatbots que podem fornecer respostas instant\u00e2neas e comunica\u00e7\u00f5es proativas que antecipam necessidades antes mesmo de elas surgirem.<\/p>\n<p>Mas como uma empresa se adapta para fornecer respostas personalizadas no momento usando a experi\u00eancia digital e ainda tornar os agentes humanos dispon\u00edveis para conversas mais cr\u00edticas e de alto contato?<\/p>\n<p>E quando um cliente fala com um agente humano, como voc\u00ea permite que o agente forne\u00e7a respostas de forma r\u00e1pida e precisa com a sabedoria colaborativa de ferramentas alimentadas por IA ou colaborando em tempo real com qualquer pessoa na empresa, para que nunca se sinta sozinho ou preso?<\/p>\n<p>Por fim, como voc\u00ea aprende com toda essa intera\u00e7\u00e3o, antes que uma \u00fanica liga\u00e7\u00e3o seja feita para o contact center, e a torna mais r\u00e1pida e direta para o pr\u00f3ximo cliente, sempre encantando cada cliente que chega \u00e0 sua porta virtual?<\/p>\n<p><iframe loading=\"lazy\" title=\"Every customer journey should end with a solution  |  Webex Customer Experience\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/jt3kktWGe4c?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p><em>Veja como \u00e9 a experi\u00eancia de um cliente reinventada ao ser habilitada por tecnologia que permite a uma empresa conectar dados, fornecer op\u00e7\u00f5es de comunica\u00e7\u00e3o omnicanal e capacitar agentes.<\/em><\/p>\n<p><a href=\"https:\/\/www.webex.com\/products\/customer-experience.html\">O Webex for Customer Experience<\/a> permite que as empresas cumpram as cinco principais compet\u00eancias da experi\u00eancia do cliente que voc\u00ea viu em a\u00e7\u00e3o no v\u00eddeo acima, para criar relacionamentos duradouros com os clientes, incluindo a capacidade de ouvir, envolver, aumentar, aprender e se adaptar.<\/p>\n<p><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Javed-and-Webex-customer-experience-center-1.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-378635\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Javed-and-Webex-customer-experience-center-1.png\" alt=\"Javed e o Centro de experi\u00eancia do cliente do Webex\" width=\"948\" height=\"528\" \/><br \/>\n<\/a><\/p>\n<p><em>Veja a <\/em><a href=\"https:\/\/www.youtube.com\/watch?v=r7b4fJ9dUco\"><br \/>\n  <em>palestra principal do Dia 2 da WebexOne 2021<\/em><br \/>\n<\/a><em> para um mergulho profundo no <\/em><a href=\"https:\/\/www.webex.com\/products\/customer-experience.html\"><br \/>\n  <em>Webex para experi\u00eancia do cliente <\/em><br \/>\n<\/a><em> e como ele ajuda as empresas a proporcionar essas compet\u00eancias essenciais.<\/em><\/p>\n<p>Vamos examinar mais detalhadamente cada uma dessas compet\u00eancias essenciais de experi\u00eancia do cliente.<\/p>\n<h2><strong>Ou\u00e7a: reunir e criar perfis de clientes ricos<\/strong><\/h2>\n<p>Tudo come\u00e7a com a capacidade de ouvir seus clientes. Qual \u00e9 a inten\u00e7\u00e3o desse cliente e qual \u00e9 o seu esfor\u00e7o?\u00a0 Eles est\u00e3o ocupados assim como voc\u00ea, e deve ser uma \u00f3tima experi\u00eancia no primeiro contato. Voc\u00ea est\u00e1 fornecendo a ajuda ou resposta mais eficiente?<\/p>\n<p>Em breve, lan\u00e7aremos testes beta privados para um novo servi\u00e7o de dados da jornada que ajuda as empresas a entender a inten\u00e7\u00e3o e o esfor\u00e7o do cliente em cada intera\u00e7\u00e3o com uma empresa, para ajudar a dar visibilidade a essas quest\u00f5es.<\/p>\n<p>Este servi\u00e7o de dados da jornada pode ouvir uma ampla variedade de pontos de contato, criando uma soma das intera\u00e7\u00f5es do cliente com sua empresa, como dados de sequ\u00eancia de cliques do site em ferramentas de an\u00e1lise, dados transacionais de um sistema ERP, dados de canais de contact center e dados de opini\u00e3o do cliente de um question\u00e1rio. A capacidade de incluir todas essas intera\u00e7\u00f5es compartimentadas em uma \u00fanica vis\u00e3o da jornada do cliente \u00e9 o cerne deste servi\u00e7o.<\/p>\n<p>Al\u00e9m disso, o servi\u00e7o de dados da jornada permite que voc\u00ea crie um perfil de cliente atualizado progressivamente ao longo da vida de suas intera\u00e7\u00f5es. Ter a capacidade de atualizar dinamicamente o perfil de um cliente permite que sua empresa forne\u00e7a experi\u00eancias mais personalizadas apenas para eles, aumentando a probabilidade de dar a voc\u00ea uma pontua\u00e7\u00e3o l\u00edquida de promotor incr\u00edvel, decidir sobre uma compra ou deixar uma avalia\u00e7\u00e3o extraordin\u00e1ria.<\/p>\n<h2><strong>Envolva-se: conecte-se com os clientes como, quando e onde eles desejam\u00a0<\/strong><\/h2>\n<p>Em seguida, est\u00e1 a capacidade de envolver os clientes, encontrando-os onde est\u00e3o, no momento, com contexto e usando seu canal de comunica\u00e7\u00e3o preferido.<\/p>\n<p>Com nossa nova integra\u00e7\u00e3o de canais digitais da imimobile no <a href=\"https:\/\/www.webex.com\/contact-center.html\">Webex Contact Center<\/a>, em breve poderemos oferecer op\u00e7\u00f5es de canais digitais l\u00edderes do setor para que os clientes se conectem com empresas.<\/p>\n<p>Por exemplo, se os clientes estiverem em um local barulhento ou n\u00e3o quiserem divulgar informa\u00e7\u00f5es espec\u00edficas usando sua voz, eles podem interagir com voc\u00ea usando seu aplicativo de mensagens favorito. Na verdade, o envio de mensagens \u00e9 o canal preferido para toda uma nova gera\u00e7\u00e3o de consumidores devido \u00e0 simplicidade da interface.<\/p>\n<p>Estendemos o mesmo tipo de flexibilidade aos agentes, capacitando-os com uma \u00fanica caixa de entrada para atender a v\u00e1rios clientes em qualquer canal, completo com hist\u00f3rico de contexto sobre intera\u00e7\u00f5es humanas e virtuais anteriores, tornando mais f\u00e1cil ter intera\u00e7\u00f5es precisas e ricas em contexto<\/p>\n<p><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Picture123-1.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-378646\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Picture123-1.png\" alt=\"Picture123\" width=\"1237\" height=\"797\" \/><br \/>\n<\/a><\/p>\n<p><em>O Webex Contact Center fornece aos agentes o hist\u00f3rico de todas as comunica\u00e7\u00f5es com o cliente na ponta dos dedos, para que eles possam se envolver imediatamente com todo o contexto do cliente em canais digitais e de voz.<\/em><\/p>\n<p>Tamb\u00e9m fornecemos aos administradores os controles de que precisam para monitorar e controlar esses canais para que, conforme os agentes cada vez mais encantem os clientes, eles tenham as alavancas certas para habilitar mais ou limitar.<\/p>\n<h2><strong>Aumente: aproveite a IA e a colabora\u00e7\u00e3o para criar superagentes\u00a0<\/strong><\/h2>\n<p>A implementa\u00e7\u00e3o de bots de voz conversacionais (IVR) naturais e baseados em IA \u00e9 uma \u00f3tima maneira de aumentar as cargas de trabalho do agente humano, permitindo que os clientes usem sua voz natural para obter respostas rapidamente. Os chatbots podem ser implantados para acesso 24 horas por dia, 7 dias por semana \u00e0s respostas e para acionar tarefas automatizadas, como altera\u00e7\u00e3o de endere\u00e7o ou solicita\u00e7\u00e3o de redefini\u00e7\u00e3o de senha.<\/p>\n<p>Al\u00e9m disso, os mesmos servi\u00e7os de IA\/aprendizado de m\u00e1quina podem ouvir os agentes em todo o contact center e, usando algoritmos de todas as intera\u00e7\u00f5es, fornecer solu\u00e7\u00f5es r\u00e1pidas em tempo real, tornando qualquer agente um superagente.<\/p>\n<p>E se a IA n\u00e3o puder resolver o problema, os agentes agora podem alcan\u00e7ar uma equipe inteira de especialistas em qualquer lugar da empresa em tempo real. Os funcion\u00e1rios agora podem estar todos em um espa\u00e7o virtual usando nosso aplicativo Webex integrado para colaborar em tempo real, permitindo que uma equipe de outros especialistas de dentro da empresa colabore e forne\u00e7a aos clientes respostas mais r\u00e1pidas e personalizadas.<\/p>\n<p><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Webex-app-integration-into-the-Webex-Contact-Center-1.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-378656\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Webex-app-integration-into-the-Webex-Contact-Center-1.png\" alt=\"Integra\u00e7\u00e3o do aplicativo Webex com o Webex Contact Center.\" width=\"1472\" height=\"1045\" \/><br \/>\n<\/a><\/p>\n<p><em>A nova integra\u00e7\u00e3o do aplicativo Webex com a \u00e1rea de trabalho do agente Webex Contact Center permite que os agentes liguem, enviem mensagens ou videoconfer\u00eancias com especialistas no assunto para fornecer experi\u00eancias excepcionais ao cliente.<\/em><\/p>\n<h2><strong>Aprenda: use insights para prever e otimizar as experi\u00eancias do cliente\u00a0<\/strong><\/h2>\n<p>Usando a an\u00e1lise preditiva do <a href=\"https:\/\/www.webex.com\/experience-management.html\">Webex Experience Management<\/a>, as empresas podem aprender como as potenciais mudan\u00e7as nos fatores que influenciam a experi\u00eancia do cliente afetar\u00e3o os resultados dos neg\u00f3cios, incluindo o impacto das m\u00e9tricas financeiras, mesmo antes de se comprometer com elas.<\/p>\n<p>Essa \u00e9 uma maneira fant\u00e1stica de obter a perspectiva do cliente para intera\u00e7\u00f5es com qualquer empresa, identificar pontos de contato interrompidos em intera\u00e7\u00f5es digitais ou IVR e alertar proativamente esses sentimentos com a capacidade de resolv\u00ea-los.<\/p>\n<p><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Customer-Experience-analysts-and-Webex-Experience-Management-1.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-378666\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Customer-Experience-analysts-and-Webex-Experience-Management-1.png\" alt=\"Analistas de experi\u00eancia do cliente e Webex Experience Management\" width=\"1381\" height=\"1051\" \/><br \/>\n<\/a><\/p>\n<p><em>As empresas podem usar o Webex Experience Management para identificar temas proeminentes que afetam a experi\u00eancia do cliente e, em seguida, aprofundar-se nos temas identificados para realizar an\u00e1lises mais profundas e sofisticadas sobre a\u00e7\u00f5es em potencial, incluindo at\u00e9 mesmo o ROI potencial dessas a\u00e7\u00f5es.<\/em><\/p>\n<h2><strong>Adapte-se: automatizar as jornadas do cliente com nenhum ou baixo c\u00f3digo\u00a0<\/strong><\/h2>\n<p>Finalmente, estamos tornando simples para qualquer pessoa usar esses aprendizados de experi\u00eancia do cliente e continuamente melhorar e otimizar usando nosso criador de fluxo de trabalho de arrastar e soltar intuitivo que permite que usu\u00e1rios de neg\u00f3cios e t\u00e9cnicos personalizem sequ\u00eancias de comunica\u00e7\u00f5es.<\/p>\n<p>O verdadeiro poder dessa funcionalidade vem da capacidade de receber eventos de qualquer sistema de neg\u00f3cios e fornecer de forma proativa aos clientes informa\u00e7\u00f5es relevantes e oportunas sob medida para suas necessidades, usando o canal de comunica\u00e7\u00e3o espec\u00edfico que eles mais preferem.<\/p>\n<p>Utilizando a tecnologia de plataforma de comunica\u00e7\u00f5es como servi\u00e7o (CPaaS) l\u00edder de mercado da imimobile, isso permite que qualquer empresa crie experi\u00eancias de cliente diferenciais com op\u00e7\u00f5es de baixo c\u00f3digo. Voc\u00ea pode aprender mais sobre o poder desta tecnologia no blog <a href=\"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/cada-interacao-conta-com-cpaas-corporativa\/\"><br \/>\n  <em>Cada intera\u00e7\u00e3o conta com CPaaS corporativa <\/em><\/a> por Jay Patel.<\/p>\n<p>\u00a0<\/p>\n<p><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Communications-Platform-as-a-Service-1.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-378676\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Communications-Platform-as-a-Service-1.png\" alt=\"Plataforma de comunica\u00e7\u00f5es como servi\u00e7o\" width=\"1540\" height=\"546\" \/><br \/>\n<\/a><\/p>\n<p><em>Nossa plataforma de comunica\u00e7\u00e3o como servi\u00e7o (Webex Connect) fornece ferramentas do Webex Contact Center para orquestrar a comunica\u00e7\u00e3o automatizada e proativa com o cliente, informada por eventos que ocorrem em sistemas de neg\u00f3cios vinculados e usando o canal de comunica\u00e7\u00e3o individual de escolha do cliente.\u00a0<\/em><\/p>\n<h2><strong>Cria\u00e7\u00e3o de clientes para toda a vida reimaginando a experi\u00eancia do cliente<\/strong><\/h2>\n<p>Voc\u00ea pode perceber o poder das solu\u00e7\u00f5es integradas de experi\u00eancia do cliente ao potencializar essas cinco compet\u00eancias essenciais. \u00a0Mas a experi\u00eancia excepcional do cliente \u00e9 uma jornada cont\u00ednua, n\u00e3o um destino, e as solu\u00e7\u00f5es Webex Customer Experience ajudam as empresas a otimizar as experi\u00eancias do cliente como um ciclo cont\u00ednuo, criando clientes para a vida toda que continuam a consumir mais de seus produtos e servi\u00e7os e se tornando f\u00e3s incondicionais de sua marca.<\/p>\n<blockquote><p>Saiba mais por meio do conte\u00fado de experi\u00eancia do cliente da<a href=\"https:\/\/www.webex.com\/webexone\/index.html?utm_medium=Website&#038;utm_source=WDCBlog&#038;utm_campaign=2021_wx1&#038;utm_content=Reimagining_customer_experiences_with_Webex_Giorgio&#038;team=DG\"> WebexOne 2021<\/a>, incluindo um dia inteiro de palestras e sess\u00f5es de breakout dedicadas.<\/p><\/blockquote>\n<p><strong>Recursos adicionais<\/strong><strong>\u00a0<\/strong><\/p>\n<ul>\n<li><a href=\"https:\/\/cisco.sharepoint.com\/sites\/CollabProductMarketing\/01%20Contact%20Center\/Blogs\/Blog%20Content\/low-code%20options%20that%20any%20business%20can%20use.%20You%20can%20learn%20more%20about%20the%20power%20of%20this%20technology%20in%20the%20Every%20interaction%20counts%20with%20enterprise%20CPaaS%20blog%20by\">Sess\u00f5es de breakout e palestra principal do dia de experi\u00eancia do cliente da WebexOne 2021<\/a><\/li>\n<li><a href=\"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/cada-interacao-conta-com-cpaas-corporativa\/\">Cada intera\u00e7\u00e3o conta com o blog CPaaS corporativa<\/a> por Jay Patel<\/li>\n<li><a href=\"https:\/\/www.webex.com\/products\/customer-experience.html\">P\u00e1gina de solu\u00e7\u00f5es de experi\u00eancia do cliente do Webex<\/a> (NOVO!)<\/li>\n<li><a href=\"https:\/\/blog.webex.com\/pt-br\/videoconferencia\/novidades-no-webex-outubro-de-2021\/\">O que h\u00e1 de novo no Webex \u2013 blog de outubro de 2021<\/a><\/li>\n<li><a href=\"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/webexone-dia-2-reimaginando-a-experiencia-do-cliente\/\">WebexOne Dia 2 | Reimaginando a experi\u00eancia do cliente [BLOG]<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>As cinco compet\u00eancias fundamentais de neg\u00f3cios excepcionais com foco no cliente Voc\u00ea est\u00e1 ouvindo muito sobre a experi\u00eancia do cliente, [&hellip;]<\/p>\n","protected":false},"author":5406,"featured_media":379295,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1566],"tags":[15112],"class_list":["post-381122","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-experiencia-do-cliente","tag-workforce-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Reimagina\u00e7\u00e3o das experi\u00eancias do cliente com o Webex | 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\" href=\"https:\/\/blog.webex.com\/customer-experience\/redefining-customer-experiences\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" 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content=\"Giorgio Mihaila\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"Giorgio Mihaila\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. tempo de leitura\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutos\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/redefining-customer-experiences\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/redefining-customer-experiences\\\/\"},\"author\":{\"name\":\"Giorgio Mihaila\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#\\\/schema\\\/person\\\/e6bd0c21fdc4c5d829e6ed4ff0fa346d\"},\"headline\":\"Reimagina\u00e7\u00e3o das experi\u00eancias do cliente com o 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