{"id":382044,"date":"2021-03-31T08:45:29","date_gmt":"2021-03-31T15:45:29","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/para-acabar-com-as-experiencias-frustrantes-do-cliente-precisamos-de-uma-jornada-conectada\/"},"modified":"2021-03-31T08:45:29","modified_gmt":"2021-03-31T15:45:29","slug":"para-acabar-com-as-experiencias-frustrantes-do-cliente-precisamos-de-uma-jornada-conectada","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/para-acabar-com-as-experiencias-frustrantes-do-cliente-precisamos-de-uma-jornada-conectada\/","title":{"rendered":"Para acabar com as experi\u00eancias frustrantes do cliente, ..."},"content":{"rendered":"<p><em>Parte da s\u00e9rie <a href=\"https:\/\/blogs.cisco.com\/tag\/powering-people-first-series\">Capacitando as pessoas em primeiro lugar<\/a> que se concentra em aumentar e promover o bem-estar pessoal e construir conex\u00f5es de melhor qualidade e uma experi\u00eancia de trabalho mais inclusiva para todos<\/em><\/p>\n<h2><span><br \/>\n  <strong>Cada experi\u00eancia com uma empresa cria uma hist\u00f3ria<\/strong><br \/>\n<\/span><\/h2>\n<p>Quando conhe\u00e7o algu\u00e9m novo e me apresento como o GM do neg\u00f3cio de Centro de Contato da Cisco, a resposta \u00e9 imediata: meu novo contato come\u00e7ar\u00e1 a contar suas hist\u00f3rias pessoais de experi\u00eancias frustrantes de clientes na intera\u00e7\u00e3o com uma empresa.<\/p>\n<ul>\n<li>\u201cTive que me repetir 10 vezes para 10 pessoas diferentes\u201d<\/li>\n<li>\u201cFiquei 15 minutos na espera, e no fim descobri que aquela pessoa n\u00e3o poderia me ajudar\u201d<\/li>\n<li>\u201cEles n\u00e3o tinham nenhuma compreens\u00e3o ou hist\u00f3rico sobre mim quando entrei em contato, embora eu tenha interagido com eles por 5 anos como cliente frequente\u201d<\/li>\n<\/ul>\n<p>Todo mundo tem uma hist\u00f3ria de experi\u00eancia ruim e provavelmente tamb\u00e9m a compartilhou com v\u00e1rios contatos.<\/p>\n<p>Embora existam organiza\u00e7\u00f5es de destaque que est\u00e3o definindo o padr\u00e3o para o que a experi\u00eancia do cliente deve ser, nenhum setor dominou isso em toda a linha, e existem her\u00f3is e vil\u00f5es da experi\u00eancia do cliente em servi\u00e7os financeiros, varejo, servi\u00e7os p\u00fablicos, viagens e organiza\u00e7\u00f5es governamentais.<\/p>\n<h2><span><br \/>\n  <strong>Mudando o paradigma para um modelo centrado no cliente, come\u00e7ando com a experi\u00eancia do cliente<\/strong><br \/>\n<\/span><\/h2>\n<p>As organiza\u00e7\u00f5es reconhecem o valor de oferecer excelentes experi\u00eancias ao cliente. Ent\u00e3o, quais s\u00e3o as barreiras?<\/p>\n<p>Em primeiro lugar, \u00e9 imperativo reconhecer que a percep\u00e7\u00e3o do cliente sobre sua experi\u00eancia com uma empresa raramente se limita a um \u00fanico departamento organizacional, como o centro de contatos ou mesmo a um \u00fanico canal de comunica\u00e7\u00e3o.<\/p>\n<p>Para fornecer uma jornada de cliente conectada, as empresas precisam de visibilidade das intera\u00e7\u00f5es com os clientes em toda a empresa, seja de um aplicativo m\u00f3vel, mensagens nas redes sociais, respondendo a um e-mail de marketing ou conversando com um agente de centro de contatos.<\/p>\n<p>As empresas querem ser o her\u00f3i da experi\u00eancia do cliente, n\u00e3o o vil\u00e3o, mas as limita\u00e7\u00f5es da tecnologia obsoleta que vive isolada bloquearam o crescimento delas.<\/p>\n<h2><span><br \/>\n  <strong>A tecnologia centrada no cliente de \u00faltima gera\u00e7\u00e3o muda toda a empresa para a din\u00e2mica do cliente<\/strong><br \/>\n<\/span><\/h2>\n<p>Reinventar a din\u00e2mica de intera\u00e7\u00e3o do cliente com a empresa foi a for\u00e7a motriz por tr\u00e1s da <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-imi-delivering-the-future-of-customer-experience-together\">recente aquisi\u00e7\u00e3o da IMImobile pela Cisco<\/a>. Ao combinar o IMImobile com o <a href=\"https:\/\/blogs.cisco.com\/collaboration\/the-future-of-customer-experience-begins-now\">novo Webex Contact Center<\/a>, a Cisco est\u00e1 criando uma oferta robusta de experi\u00eancia do cliente como servi\u00e7o (CXaaS), reunindo tecnologias existentes e novas como intelig\u00eancia artificial, gerenciamento de experi\u00eancia, ferramentas de colabora\u00e7\u00e3o, recursos omnicanal e programa\u00e7\u00e3o para personaliza\u00e7\u00e3o.<\/p>\n<p>[ovp]6243165807001[\/ovp]<\/p>\n<p><em><br \/>\n  <a href=\"https:\/\/www.youtube.com\/embed\/n-Ht1tUwjBA?feature=oembed\">Veja como<\/a> o Cisco Webex Contact Center e a tecnologia da IMImobile se combinam para fornecer uma jornada do cliente conectada em todas as intera\u00e7\u00f5es com o cliente de uma empresa.<\/em><\/p>\n<p>O objetivo do CXaaS \u00e9 permitir que uma organiza\u00e7\u00e3o entenda e atue com base em todos os motivadores da experi\u00eancia do cliente, para al\u00e9m das paredes do centro de contatos. Al\u00e9m de ter um entendimento completo dessa jornada, os recursos de intera\u00e7\u00e3o com o cliente da IMImobile agora permitir\u00e3o \u00e0 organiza\u00e7\u00e3o agir com base nessa percep\u00e7\u00e3o durante toda a jornada e nos departamentos da empresa.<\/p>\n<h2><span><br \/>\n  <strong>A arte do poss\u00edvel: uma vis\u00e3o sobre como criar f\u00e3s de clientes entusiasmados, entregando jornadas conectadas<\/strong><br \/>\n<\/span><\/h2>\n<p>Vejamos um exemplo concreto de como a hist\u00f3ria do cliente muda quando uma empresa emprega uma plataforma \u00fanica e integrada de experi\u00eancia do cliente para criar uma jornada conectada.<\/p>\n<p>Imagine que voc\u00ea passou horas selecionando exatamente o novo computador que est\u00e1 procurando por meses e, quando procede \u00e0 verifica\u00e7\u00e3o, seu cart\u00e3o de cr\u00e9dito \u00e9 recusado. Voc\u00ea come\u00e7a a se afastar para ligar para o banco, come\u00e7ando a se preocupar&#8230; <\/p>\n<p>S\u00f3 que dessa vez \u00e9 diferente. Antes mesmo de pegar o telefone para ligar para a central de atendimento de seu banco, voc\u00ea recebe uma notifica\u00e7\u00e3o em seu telefone, lembrando-o de que uma transa\u00e7\u00e3o recente de alto valor ultrapassou seu limite de cr\u00e9dito e oferecendo a op\u00e7\u00e3o de aument\u00e1-lo para concluir sua compra .<\/p>\n<p>Aliviado, voc\u00ea responde afirmativamente e, de maneira cont\u00ednua e autom\u00e1tica, seu limite de cr\u00e9dito \u00e9 aumentado e sua compra \u00e9 conclu\u00edda.<\/p>\n<p>Simples, indolor e reconfortante \u2013 gra\u00e7as ao investimento do seu banco em um pacote de tecnologia de experi\u00eancia do cliente que fornece as ferramentas para tornar isso poss\u00edvel.<\/p>\n<p>[ovp]6243559561001[\/ovp]<\/p>\n<p><em><br \/>\n  <a href=\"https:\/\/video.cisco.com\/video\/6243559561001\">Veja uma demonstra\u00e7\u00e3o<\/a> de como as experi\u00eancias do cliente proativas e cientes do contexto s\u00e3o criadas com a tecnologia de Experi\u00eancia do Cliente como Servi\u00e7o<\/em><\/p>\n<h2><span><br \/>\n  <strong>Possibilidades infinitas com a experi\u00eancia do cliente como tecnologia de servi\u00e7o<\/strong><br \/>\n<\/span><\/h2>\n<p>Este \u00e9 apenas um exemplo do potencial desta tecnologia, e as possibilidades s\u00e3o praticamente ilimitadas em qualquer neg\u00f3cio centrado no consumidor, apenas para citar alguns:<\/p>\n<ul>\n<li>Permitir <strong><br \/>\n que os <span>varejistas<\/span> <\/strong>se comuniquem com os clientes em todas as etapas, desde a considera\u00e7\u00e3o da compra at\u00e9 a entrega do produto, com foco na entrega de uma experi\u00eancia personalizada alimentada por dados, intelig\u00eancia e canais de comunica\u00e7\u00e3o amig\u00e1veis ao cliente.<\/li>\n<li>Fornecer aviso pr\u00e9vio aos <span><br \/>\n clientes de <strong>servi\u00e7os p\u00fablicos<\/strong> <\/span>que optaram por programas de ciclagem de energia para evitar quedas de energia cont\u00ednuas, permitindo que os clientes optem por confirmar ou recusar a participa\u00e7\u00e3o em cada ciclo, seguido por um aplicativo m\u00f3vel mostrando a eles a economia recebida e o impacto de sua participa\u00e7\u00e3o.<\/li>\n<li>E, finalmente, todos n\u00f3s ansiamos pela liberdade de <b>viajar<\/b>. Mas provavelmente n\u00e3o estamos ansiosos pelo inevit\u00e1vel atraso do voo. Muitas vezes, isso desencadeia uma cascata de inconveni\u00eancias adicionais, mas, com a experi\u00eancia do cliente como uma tecnologia de servi\u00e7o que conecta sistemas de neg\u00f3cios corporativos a canais de intera\u00e7\u00e3o com o cliente, o inevit\u00e1vel pode se tornar nada mais do que um sinal no radar. A intelig\u00eancia baseada em dados do cliente pode ajudar as empresas a se manterem um passo \u00e0 frente, fornecendo notifica\u00e7\u00f5es proativas e op\u00e7\u00f5es de nova reserva. Esse fluxo de evento disparado automaticamente fecha o ciclo com um SMS de marketing incluindo o n\u00edvel certo de cupom de lounge complementar at\u00e9 que o pr\u00f3ximo voo esteja dispon\u00edvel.<\/li>\n<\/ul>\n<p>Este \u00e9 o futuro da experi\u00eancia do cliente. Uma experi\u00eancia impulsionada pela tecnologia e adotada pelas organiza\u00e7\u00f5es que ter\u00e3o sucesso como her\u00f3is do cliente nas pr\u00f3ximas d\u00e9cadas.<\/p>\n<blockquote>\n<h3><strong><br \/>\n  <a href=\"https:\/\/www.webex.com\/contact-sales.html\">Entre em contato conosco<\/a> para saber mais sobre como o Webex Contact Center e as tecnologias inovadoras que o cercam podem mudar radicalmente o envolvimento com o cliente.<\/strong><\/h3>\n<\/blockquote>\n<p><strong>Saiba mais<\/strong><\/p>\n<ul>\n<li><u><br \/>\n  <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-imi-delivering-the-future-of-customer-experience-together\">Cisco + IMImobile: Entregando o futuro da experi\u00eancia do cliente, juntos<\/a><br \/>\n<\/u> [Blog]<\/li>\n<li><u><br \/>\n  <a href=\"https:\/\/blogs.cisco.com\/collaboration\/the-future-of-customer-experience-begins-now\">O futuro da experi\u00eancia do cliente come\u00e7a agora<\/a><br \/>\n<\/u> [Blog]<\/li>\n<li><a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-contact-center\/index.html\"><br \/>\n  <u>Webex Contact Center<\/u><br \/>\n<\/a> [Website]<\/li>\n<li><u><br \/>\n  <a href=\"https:\/\/www.linkedin.com\/video\/live\/urn:li:ugcPost:6762775983474003968\/\">Webex Contact Center<\/a><br \/>\n<\/u> [Webinar gravado]<\/li>\n<li><a href=\"https:\/\/www.cisco.com\/c\/dam\/en\/us\/products\/collateral\/contact-center\/accelerating-cc-research-newsletter.pdf?ccid=cc001193&#038;oid=anrco023978\"><br \/>\n  <u>Acelerando o centro de contatos de \u00faltima gera\u00e7\u00e3o \u2013- Executivos do Cisco Contact Center analisam o futuro da tecnologia para centro de contatos<\/u><br \/>\n<\/a> [Nota t\u00e9cnica]<\/li>\n<li><u><br \/>\n  <a href=\"https:\/\/www.linkedin.com\/events\/nextgenerationplatformarchitect6780498677904629760\/\">A arquitetura de plataforma de \u00faltima gera\u00e7\u00e3o que impulsiona o centro de contato da Webex<\/a><br \/>\n<\/u> [Webinar]<\/li>\n<li><a href=\"https:\/\/blogs.cisco.com\/author\/omartawakol\">Link para todos os posts de Omar<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>O futuro da experi\u00eancia do cliente \u00e9 uma jornada conectada do cliente, em que a experi\u00eancia \u00e9 impulsionada e adotada pela tecnologia, visibilidade das intera\u00e7\u00f5es do cliente em toda a empresa e dentro da organiza\u00e7\u00e3o.<\/p>\n","protected":false},"author":5480,"featured_media":382045,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5283,1566],"tags":[5286,7400],"class_list":["post-382044","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-colaboracao","category-experiencia-do-cliente","tag-central-de-atendimento","tag-webex-connect-pt-br"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 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