{"id":381171,"date":"2021-11-16T09:01:31","date_gmt":"2021-11-16T17:01:31","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/eleve-o-desempenho-de-sua-organizacao-de-servicos-com-o-aplicativo-webex-para-salesforce\/"},"modified":"2021-11-16T09:01:31","modified_gmt":"2021-11-16T17:01:31","slug":"eleve-o-desempenho-de-sua-organizacao-de-servicos-com-o-aplicativo-webex-para-salesforce","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/colaboracao\/videoconferencia\/eleve-o-desempenho-de-sua-organizacao-de-servicos-com-o-aplicativo-webex-para-salesforce\/","title":{"rendered":"Eleve o desempenho de sua organiza\u00e7\u00e3o de servi\u00e7os com o ..."},"content":{"rendered":"

Agentes de servi\u00e7o e aplicativo Webex para Salesforce<\/h2>\n

Se voc\u00ea trabalhou em qualquer uma das fun\u00e7\u00f5es de Servi\u00e7o ao cliente, est\u00e1 bem ciente do impacto negativo que fluxos de trabalho ineficientes t\u00eam no desempenho econ\u00f4mico geral de sua empresa.<\/p>\n

Pequenas altera\u00e7\u00f5es nas m\u00e9tricas, como tempo de resolu\u00e7\u00e3o (TTR), resolu\u00e7\u00e3o do primeiro contato (FCR) ou satisfa\u00e7\u00e3o do cliente (CSAT), podem ter consequ\u00eancias adversas profundas na sa\u00fade geral e na lucratividade de seus neg\u00f3cios.<\/p>\n

Embora, em geral, os agentes de servi\u00e7o devam ter uma maneira eficiente de consultar uma base de conhecimento e encontrar a melhor solu\u00e7\u00e3o poss\u00edvel ou o produto mais adequado para um cliente na linha (ou qualquer outro canal adequado), existem alguns cen\u00e1rios de colabora\u00e7\u00e3o, ambos com clientes e colegas, torna-se crucial. Isso \u00e9 particularmente verdadeiro para produtos complexos de alto valor, para os quais as abordagens tradicionais de Centro de contato de alto volume n\u00e3o se adequam.<\/p>\n

Um problema de redefini\u00e7\u00e3o de senha n\u00e3o \u00e9 um problema complexo e sua resolu\u00e7\u00e3o \u00e9, por natureza, transacional. Em vez disso, descobrir por que uma grande implanta\u00e7\u00e3o de rede n\u00e3o est\u00e1 funcionando ou um sistema corporativo est\u00e1 falhando, requer um esfor\u00e7o consider\u00e1vel, comunica\u00e7\u00e3o e coordena\u00e7\u00e3o da equipe. Quando o produto \u00e9 complexo e as apostas s\u00e3o altas, um agente altamente especializado, por exemplo, um Engenheiro de suporte ou um Consultor de patrim\u00f4nio, estabelece uma conex\u00e3o direta com o cliente e inicia uma colabora\u00e7\u00e3o que pode durar v\u00e1rios dias, semanas ou at\u00e9 meses.<\/p>\n

Muitas vezes, essa colabora\u00e7\u00e3o n\u00e3o envolve apenas agente e cliente, mas tamb\u00e9m outros especialistas no assunto que dominam aspectos espec\u00edficos dos produtos ou t\u00eam um relacionamento existente com o cliente.<\/p>\n

Por um lado, o fluxo de trabalho de servi\u00e7o ideal para um produto complexo permite que um agente atribu\u00eddo a um ticket nutra um relacionamento duradouro com o cliente e, por outro lado, torna mais f\u00e1cil e eficiente envolver os Especialistas no assunto com o objetivo de aumentar a velocidade do servi\u00e7o e maximizar a satisfa\u00e7\u00e3o do cliente.<\/p>\n

Aprimoramentos de fluxo de trabalho de servi\u00e7o al\u00e9m de reuni\u00f5es, mensagens e chamadas<\/h2>\n

Al\u00e9m de casos de uso focados em fun\u00e7\u00f5es de vendas de sa\u00edda e entrada, temos o orgulho de anunciar a extens\u00e3o do aplicativo Webex para Salesforce para incluir fluxos de trabalho orientados a servi\u00e7os, especialmente voltados para permitir que agentes altamente qualificados atendam seus clientes com mais rapidez, al\u00e9m de aprimorar sua capacidade de cultivar relacionamentos saud\u00e1veis com eles.<\/p>\n

Vejamos os recursos rec\u00e9m-lan\u00e7ados.<\/p>\n

Informa\u00e7\u00f5es contextuais do autor da chamada de entrada<\/h2>\n

Quando os agentes de servi\u00e7o recebem uma chamada e o discador Webex dentro do Salesforce toca, eles agora podem ver as informa\u00e7\u00f5es contextuais relevantes do autor da chamada, como detalhes de contato, nome da conta e detalhes da consulta mais recente. Essas informa\u00e7\u00f5es permitem que o agente cumprimente o cliente de forma mais envolvente, al\u00e9m de fornecer contexto imediato, agilizando o processo de resolu\u00e7\u00e3o.<\/p>\n


\n \"Salesforce_InboundCall-1\"
\n<\/a><\/p>\n

Assim que a chamada for atendida, os agentes podem acessar informa\u00e7\u00f5es abrangentes sobre o autor da chamada, incluindo hist\u00f3rico de atividades e todos os objetos da Salesforce associados a eles.<\/p>\n


\n \"Salesforce_CallDetails-2\"
\n<\/a><\/p>\n

Falamos sobre o suporte de entrada ou fluxos de trabalho de gerenciamento de incidentes; no entanto, a mesma experi\u00eancia de registro de chamadas tamb\u00e9m se aplica a chamadas de sa\u00edda.<\/p>\n

Al\u00e9m disso, a experi\u00eancia dos agentes \u00e9 altamente personaliz\u00e1vel na se\u00e7\u00e3o Administra\u00e7\u00e3o Webex do aplicativo Webex para Salesforce, para que os profissionais de Processos de Neg\u00f3cios possam garantir que atenda \u00e0s necessidades de qualquer cen\u00e1rio ou fluxo de trabalho poss\u00edvel.<\/p>\n

Cria\u00e7\u00e3o de espa\u00e7o aprimorada<\/h2>\n

Em linha com o objetivo de otimiza\u00e7\u00e3o do fluxo de trabalho, esta nova vers\u00e3o do aplicativo Webex para Salesforce apresenta uma maneira mais r\u00e1pida de criar um espa\u00e7o de colabora\u00e7\u00e3o Webex associado ao Salesforce Case (ou qualquer outro objeto) e adicionar todas as pessoas relevantes a ele. Quando um novo caso \u00e9 criado, o componente Webex Messaging oferece aos agentes a op\u00e7\u00e3o de criar um novo espa\u00e7o associado ao caso. Durante a cria\u00e7\u00e3o, \u00e9 poss\u00edvel dar ao espa\u00e7o o mesmo nome do caso com um clique e adicionar facilmente membros do espa\u00e7o de uma equipe de suporte definida no Salesforce.<\/p>\n

\u00a0<\/p>\n


\n \"Salesforce_CreateASpace-3\"
\n<\/a><\/p>\n

Bots de notifica\u00e7\u00e3o<\/h2>\n

Outro aspecto importante do processo de Gerenciamento de incidentes \u00e9 a comunica\u00e7\u00e3o imediata com todas as partes interessadas afetadas ou envolvidas, de forma a mitigar qualquer poss\u00edvel risco ou rea\u00e7\u00e3o adversa.<\/p>\n

Para facilitar a distribui\u00e7\u00e3o de informa\u00e7\u00f5es, adicionamos a capacidade dos administradores de provisionar e associar bots de notifica\u00e7\u00e3o a quaisquer objetos do Salesforce e seus atributos. Por exemplo, \u00e9 poss\u00edvel criar um bot que notifique os Webex Spaces associados a um objeto de caso, quando o pr\u00f3prio caso muda de status. A mensagem a ser enviada \u00e9 totalmente personaliz\u00e1vel e suporta par\u00e2metros din\u00e2micos.<\/p>\n


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

Nova experi\u00eancia de administrador<\/h2>\n

Por fim, a nova vers\u00e3o do aplicativo Webex para Salesforce apresenta uma se\u00e7\u00e3o Admin redesenhada com informa\u00e7\u00f5es contextuais que facilitam a implementa\u00e7\u00e3o das configura\u00e7\u00f5es desejadas.<\/p>\n

Com suporte para fluxos de trabalho de servi\u00e7os, o aplicativo Webex para Salesforce estende seu alcance al\u00e9m das vendas, permitindo que um grande subconjunto de usu\u00e1rios do Salesforce orientados a servi\u00e7os aumentem seu desempenho e cultivem relacionamentos mais saud\u00e1veis com os clientes.<\/p>\n

Clique para saber mais e baixar o aplicativo Webex para Salesforce<\/a><\/p><\/blockquote>\n

Saiba mais<\/strong><\/p>\n

O que h\u00e1 de novo no Webex: Outubro de 2021<\/a><\/p>\n

Resolva os principais incidentes rapidamente com Webex para ServiceNow<\/a><\/p>\n

Feche neg\u00f3cios mais r\u00e1pido com Webex + Salesforce<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Agentes de servi\u00e7o e aplicativo Webex para Salesforce Se voc\u00ea trabalhou em qualquer uma das fun\u00e7\u00f5es de Servi\u00e7o ao cliente, […]<\/p>\n","protected":false},"author":5497,"featured_media":380490,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5283,1496],"tags":[5485,3851,2105,5439,5810],"class_list":["post-381171","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-colaboracao","category-videoconferencia","tag-chamadas-do-webex","tag-collaboration-solutions","tag-ferramentas-de-colaboracao","tag-solucoes-de-colaboracao","tag-webex-meetings-pt-br-2"],"acf":[],"yoast_head":"\nEleve o desempenho de sua organiza\u00e7\u00e3o de servi\u00e7os com o aplicativo Webex para Salesforce | 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\/collaboration\/video-conferencing\/elevate-your-service-organization-performance-with-the-webex-app-for-salesforce\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Eleve o desempenho de sua organiza\u00e7\u00e3o de servi\u00e7os com o aplicativo Webex para Salesforce | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"Agentes de servi\u00e7o e aplicativo Webex para Salesforce Se voc\u00ea trabalhou em qualquer uma das fun\u00e7\u00f5es de Servi\u00e7o ao cliente, […]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/collaboration\/video-conferencing\/elevate-your-service-organization-performance-with-the-webex-app-for-salesforce\/\" \/>\n<meta property=\"og:site_name\" content=\"Webex Blog\" \/>\n<meta property=\"article:published_time\" content=\"2021-11-16T17:01:31+00:00\" \/>\n<meta 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