{"id":382999,"date":"2020-11-17T08:41:08","date_gmt":"2020-11-17T16:41:08","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/atualizacao-mensal-o-segredo-para-melhorar-as-experiencias-do-cliente-esta-escondido-no-seu-site\/"},"modified":"2020-11-17T08:41:08","modified_gmt":"2020-11-17T16:41:08","slug":"atualizacao-mensal-o-segredo-para-melhorar-as-experiencias-do-cliente-esta-escondido-no-seu-site","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/atualizacao-mensal-o-segredo-para-melhorar-as-experiencias-do-cliente-esta-escondido-no-seu-site\/","title":{"rendered":"Atualiza\u00e7\u00e3o mensal: O segredo para melhorar as experi\u00eancias do ..."},"content":{"rendered":"


\n O aumento das expectativas digitais e do cliente<\/strong>
\n<\/span><\/h2>\n

De acordo com uma pesquisa global da McKinsey & Company, 62% das organiza\u00e7\u00f5es est\u00e3o observando aumento da demanda de compras e servi\u00e7os on-line por seus clientes e 53% acreditam que essa tend\u00eancia continuar\u00e1 no futuro. \u00a0O setor banc\u00e1rio \u00e9 um exemplo de ado\u00e7\u00e3o generalizada do digital e do servi\u00e7o omnicanal. Em julho de 2020, a utiliza\u00e7\u00e3o do centro de contatos em servi\u00e7os banc\u00e1rios nos Estados Unidos aumentou em cerca de 6%, e a utiliza\u00e7\u00e3o de dispositivos m\u00f3veis, em cerca de 8%, em compara\u00e7\u00e3o com dezembro de 2019.<\/p>\n

\u00c0 medida que a \u00e9poca de festas e f\u00e9rias se aproxima, o digital e o omnicanal se tornar\u00e3o ainda mais prevalentes, e os consumidores do mundo todo far\u00e3o suas compras de Natal de forma on-line. Sem d\u00favidas, isso levar\u00e1 a mais tr\u00e1fego na sua central de atendimento<\/a>. Consequentemente, muitos l\u00edderes de centros de contatos est\u00e3o procurando maneiras de lidar com esse tr\u00e1fico de forma eficiente, usando recursos habilitados por intelig\u00eancia artificial<\/a>, como bots de voz e bate-papo de autoatendimento e recursos de intercepta\u00e7\u00e3o de sites em tempo real e gerada por contexto.<\/p>\n

As expectativas do consumidores tamb\u00e9m aumentaram. Eles esperam intera\u00e7\u00f5es digitais simples, convenientes e r\u00e1pidas com conte\u00fado adaptado a seus interesses e necessidades individuais. Isso coloca press\u00e3o nas empresas para melhorar tais experi\u00eancias de forma que aumentem a satisfa\u00e7\u00e3o e reduzam a rotatividade.<\/p>\n

Mas e se voc\u00ea pudesse ter uma vis\u00e3o mais geral das experi\u00eancias dos seus clientes antes de eles chegarem no seu centro de contatos? E se voc\u00ea pudesse realmente entender os pontos de atrito que um cliente de estar enfrentando e aproveitar essa informa\u00e7\u00e3o para criar experi\u00eancias emocionais positivas e personalizadas, al\u00e9m de eliminar obst\u00e1culos para os clientes no futuro?<\/p>\n


\n O que h\u00e1 de novo?<\/strong>
\n<\/span><\/h2>\n

Por isso, tenho a felicidade de falar sobre nossos mais recentes aprimoramentos do Webex Experience Management<\/a>, nossa solu\u00e7\u00e3o de gerenciamento de IA\/ML baseada na nuvem. Com nosso mais recente conjunto de novos recursos, estamos nos concentrando em ajudar as empresas a entenderem melhor as experi\u00eancias no site dos clientes e em permitir que elas influenciem nessas experi\u00eancias em tempo real.<\/p>\n


\n Pesquisas de intercep\u00e7\u00e3o de site p<\/strong>
\n r<\/strong>
\n sonalizada<\/strong>
\n<\/span><\/h2>\n

Este novo recurso personaliza a experi\u00eancia on-line do site do seu cliente com perguntas de pesquisa contextuais, com base no que voc\u00ea deseja saber do cliente, por exemplo, se ele est\u00e1 enfrentando um problema. Por exemplo, se um cliente tentou pagar a fatura e n\u00e3o concluiu o processo, uma pesquisa personalizada, como, por exemplo, \u201cOl\u00e1, Kim, voc\u00ea teve dificuldade ao tentar pagar sua conta?\u201d, pode ser acionada para entender a experi\u00eancia da jornada dele. Esse feedback \u00e9 coletado e pode ser usado dentro da sua organiza\u00e7\u00e3o para corrigir problemas com seu site e entrar em contato com o cliente para encerrar o ciclo.<\/p>\n


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


\n Pesquisas paginadas da web<\/strong>
\n<\/span><\/h2>\n

Agora, voc\u00ea tem a op\u00e7\u00e3o de agrupar perguntas de pesquisa de forma que sejam exibidas na mesma p\u00e1gina, al\u00e9m da atual visualiza\u00e7\u00e3o imersiva de uma pergunta por p\u00e1gina.\u00a0 Nossa pesquisa mostrou que isso pode aumentar as taxas de resposta a pesquisas em certos cen\u00e1rios, como em programas de voz do funcion\u00e1rio e quando os question\u00e1rios da pesquisa s\u00e3o mais longos.\u00a0 As perguntas relacionadas podem ser agrupadas e apresentadas juntas, o que reduz o n\u00famero de cliques, obtendo o equil\u00edbrio certo para n\u00e3o sobrecarregar o cliente, de forma que ele percorra a pesquisa rapidamente. Quanto mais pesquisas seus clientes responderem mais insights voc\u00ea tem sobre o que os motiva e qual a experi\u00eancia que t\u00eam da sua marca.<\/p>\n


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


\n Segmentos de clientes para alertas direcionados em tempo real<\/strong>
\n<\/span><\/h2>\n

Seus clientes n\u00e3o s\u00e3o todos iguais. Os clientes de regi\u00f5es, faixas et\u00e1rias, portes de empresas espec\u00edficos, etc., podem ter diferentes impress\u00f5es da sua marca. Ser capaz de segmentar seus clientes com as linhas estrat\u00e9gicas do seu neg\u00f3cio para entender como est\u00e3o interagindo com sua empresa pode oferecer insights surpreendentes.<\/p>\n

Agora, voc\u00ea pode configurar segmentos de clientes no Webex Experience Management e criar alertas em tempo real direcionados para funcion\u00e1rios ou departamentos espec\u00edficos da sua organiza\u00e7\u00e3o. Esses alertas podem ser entregues por v\u00e1rios canais, como e-mail, SMS e o Webex Teams<\/a>.<\/p>\n

Por exemplo, se um dos seus segmentos \u00e9 da gera\u00e7\u00e3o de Millennials que mora em certas cidades com elevado poder aquisitivo, voc\u00ea pode acionar pesquisas em tempo real com perguntas espec\u00edficas ao longo da experi\u00eancia da jornada deles no contexto do que est\u00e3o fazendo. \u00a0Se um cliente que se encaixa nesse segmento acabou de abrir um conta, voc\u00ea pode perguntar se ele quer se inscrever para um dos seus webinars. Se o cliente escolhe n\u00e3o se inscrever, alertas em tempo real podem ser acionados para pessoas ou equipes importantes da sua empresa para deix\u00e1-los cientes da resposta. Isso permite que sua empresa entenda melhor os padr\u00f5es de comportamento de segmentos de cliente espec\u00edficos e fazer modifica\u00e7\u00f5es que o ajudar\u00e3o a atingir seus objetivos.<\/p>\n

Esses novos recursos proporcionam insights de jornada do cliente poderosos para l\u00edderes de centros de contato e experi\u00eancia do cliente, oferecendo uma vantagem estrat\u00e9gica exclusiva para ajudar a impulsionar melhorias nos neg\u00f3cios que aumentem a satisfa\u00e7\u00e3o e a fidelidade do cliente e fa\u00e7am a diferen\u00e7a em seus resultados financeiros.<\/p>\n


\n O que vem a seguir?<\/strong>
\n<\/span><\/h2>\n

Fique atento aos nossos comunicados empolgantes no pr\u00f3ximo m\u00eas sobre a solu\u00e7\u00e3o premiada Webex Contact Center<\/a> e inscreva-se para o Webexone<\/a> agora!<\/p>\n

Para saber mais sobre como criar experi\u00eancias digitais melhores para seus clientes, acesse nosso site<\/a>.<\/p><\/blockquote>\n

\u00a0<\/p>\n

Saiba mais<\/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":"

Confira nossos mais recentes aprimoramentos do Webex Experience Management que oferecem insights de jornada do cliente poderosos para l\u00edderes de centro de contatos e experi\u00eancia do 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":[5283,1566],"tags":[5286,4278],"class_list":["post-382999","post","type-post","status-publish","format-standard","hentry","category-colaboracao","category-experiencia-do-cliente","tag-central-de-atendimento","tag-contact-center-as-a-service"],"acf":[],"yoast_head":"\nAtualiza\u00e7\u00e3o mensal: O segredo para melhorar as experi\u00eancias do cliente est\u00e1 escondido no seu site | 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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