{"id":2435,"date":"2022-03-24T11:10:47","date_gmt":"2022-03-24T10:10:47","guid":{"rendered":"https:\/\/www.mstholding.com\/blog\/?p=2435"},"modified":"2023-06-06T16:54:45","modified_gmt":"2023-06-06T14:54:45","slug":"omnicanalidad-en-el-contact-center","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/blog\/omnicanalidad-en-el-contact-center\/","title":{"rendered":"El futuro de la omnicanalidad para los Contact Center"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>No es noticia nueva que los canales de venta digitales se han diversificado y han aumentado considerablemente luego de un 2020 marcado por las limitaciones a la venta tradicional\u00a0f\u00edsica<\/strong>. Actualmente podemos comprar a trav\u00e9s de una web, de redes sociales e incluso por\u00a0Whatsapp. En este\u00a0contexo,\u00a0<strong>una estrategia de\u00a0atenci\u00f3n al cliente\u00a0omnicanal\u00a0ha pasado de ser algo accesorio a estar en el centro de la escena<\/strong>. Gracias a ella, muchos\u00a0contact\u00a0center han podido responder con \u00e9xito a una demanda en crecimiento. Porque una cosa es\u00a0<em>responder\u00a0<\/em>y otra muy distinta es\u00a0<em>responder con \u00e9xito<\/em>\u00a0a las consultas.\u00a0Y aqu\u00ed es donde\u00a0la omnicanalidad es el diferencial que se lleva todos los honores. Veamos de qu\u00e9 se trata.\u00a0\u00a0<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">La omnicanalidad&nbsp;<\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">La\u00a0omnicanalidad\u00a0es una<strong>\u00a0estrategia de atenci\u00f3n al cliente de una manera coordinada\u00a0<\/strong>y con una misma voz com\u00fan en los\u00a0<strong>diferentes canales online y offline\u00a0<\/strong>en los que tu empresa est\u00e1 presente. Se trata de una\u00a0<strong>interfaz entre canales<\/strong>\u00a0como las redes sociales, los emails, llamadas, y presencia f\u00edsica, que consigue que la informaci\u00f3n fluya de una forma \u00e1gil. Es una manera de mantener activas todas las v\u00edas y sus interacciones.\u00a0<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">Ventajas de la omnicanalidad&nbsp;<\/h1>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Crear una buena experiencia en el consumidor<\/strong>&nbsp;depende de la eficiencia no s\u00f3lo de la plataforma o web, sino tambi\u00e9n de la omnicanalidad y la capacidad de respuesta al cliente. Esto ayudar\u00e1 a crecer tu empresa. Es un factor importante en todo tipo de empresas y tama\u00f1os, desde las m\u00e1s peque\u00f1as a las m\u00e1s grandes.&nbsp;&nbsp;<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">Las principales ventajas de la omnicanalidad son:&nbsp;<\/h1>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><em>a) Capacidad de nuevos clientes potenciales<\/em><\/strong><strong>&nbsp;<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">A medida que\u00a0<strong>adaptas tu estrategia y aumentas los canales\u00a0<\/strong>para que te contacten tambi\u00e9n puede\u00a0<strong>incrementar el n\u00famero de clientes<\/strong>\u00a0y generar m\u00e1s clientes potenciales. Una empresa que vend\u00eda s\u00f3lo en su barrio \u2013de una manera f\u00edsica- puede que, con\u00a0<strong>la transformaci\u00f3n digital, una buena comunicaci\u00f3n, un buen producto y una buena omnicanalidad ampl\u00ede sus ventas y consiga crecer<\/strong>. Recordemos que las empresas pueden ofrecer a sus clientes canales de contacto como redes sociales, emails, llamadas,\u00a0chatbots, notificaciones autom\u00e1ticas,\u00a0sms, etc. Con la omnicanalidad, estas v\u00edas de comunicaci\u00f3n permiten generar un buen rendimiento y, por tanto, cumplir con el compromiso con el cliente.\u00a0\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><em>b) Volver a atraer a clientes perdidos o estancados a trav\u00e9s de canales.&nbsp;&nbsp;<\/em><\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Se puede&nbsp;<strong>llamar la atenci\u00f3n en diferentes canales<\/strong>&nbsp;y as\u00ed poder&nbsp;<strong>reiniciar una relaci\u00f3n<\/strong>&nbsp;entre la empresa y el cliente. La omnicanalidad, adem\u00e1s, echa una mano a quienes no han captado la atenci\u00f3n de los usuarios en un primer contacto. Tambi\u00e9n ayuda a la fidelizaci\u00f3n de clientes satisfechos.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><em>c) M\u00e1s crecimiento con un menor coste&nbsp;<\/em><\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Utilizar\u00a0una estrategia\u00a0omnicanal\u00a0ayuda a tu empresa a reducir costes,<\/strong>\u00a0ya que\u00a0eres m\u00e1s eficiente en tus esfuerzos de comunicaci\u00f3n. Agentes capacitados para responder de forma r\u00e1pida y por el canal adecuado har\u00e1 que no se pierda tiempo en comunicaciones\u00a0improductivas o en intentos de comunicaci\u00f3n fallidas.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">El confinamiento\u00a0ha\u00a0marcado\u00a0un antes y un despu\u00e9s.\u00a0Las empresas han tenido que digitalizarse a la fuerza. Los clientes se est\u00e1n acostumbrando a contactar v\u00eda digital y que le lleven el producto en casa. Est\u00e1n descubriendo la comodidad que ofrece el sector e-commerce. Ya durante los \u00faltimos a\u00f1os, el contacto a trav\u00e9s de redes sociales, email\u2026 ha crecido exponencialmente.<strong>\u00a0Ahora s\u00ed: Bienvenidos todos a la era digital.\u00a0<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"http:\/\/www.mstholding.com\">www.mstholding.com<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>No es noticia nueva que los canales de venta digitales se han diversificado y han aumentado considerablemente luego de un 2020 marcado por las limitaciones a la venta tradicional\u00a0f\u00edsica. Actualmente podemos comprar a trav\u00e9s de una web, de redes sociales e incluso por\u00a0Whatsapp. En este\u00a0contexo,\u00a0una estrategia de\u00a0atenci\u00f3n al cliente\u00a0omnicanal\u00a0ha pasado de ser algo accesorio a [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":2437,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3],"tags":[],"class_list":["post-2435","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticias"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\r\n<title>El futuro de la omnicanalidad para los Contact Center - MST Holding Blog<\/title>\r\n<meta name=\"description\" content=\"Una estrategia de\u00a0atenci\u00f3n al cliente\u00a0omnicanal\u00a0ha pasado de ser algo accesorio a estar en el centro de la escena. 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