{"id":43068,"date":"2022-11-29T08:53:00","date_gmt":"2022-11-29T08:53:00","guid":{"rendered":"https:\/\/sinchcomdev.local\/news\/nuevo-estudio-muestra-que-casi-el-80-de-las-empresas-implementaran-conversational-customer\/"},"modified":"2024-10-21T06:13:10","modified_gmt":"2024-10-21T06:13:10","slug":"nuevo-estudio-muestra-que-casi-el-80-de-las-empresas-implementaran-conversational-customer","status":"publish","type":"news","link":"https:\/\/sinch.com\/es\/news\/nuevo-estudio-muestra-que-casi-el-80-de-las-empresas-implementaran-conversational-customer\/","title":{"rendered":"Nuevo estudio muestra que casi el 80% de las empresas implementar\u00e1n Conversational Customer Engagement para mejorar la experiencia del consumidor"},"content":{"rendered":"\n<p><strong>El White Paper muestra un estudio patrocinado por Sinch: que m\u00e1s de la mitad de las empresas encuestadas est\u00e1n aumentando sus inversiones en CPaaS para potenciar el Conversational Customer Engagement <\/strong><\/p>\n\n\n\n<p>Casi el 80% de las empresas han implementado o implementar\u00e1n el Conversational Customer Engagement -la pr\u00e1ctica de comunicarse interactivamente con los clientes de un canal digital a otro manteniendo el contexto- para mejorar la experiencia del cliente, seg\u00fan un nuevo estudio de IDC encargado por Sinch. De ellos, m\u00e1s de la mitad lo har\u00e1 utilizando una plataforma de comunicaciones como servicio (CPaaS) para ofrecer las experiencias contextuales eficientes e hiperpersonalizadas que m\u00e1s desean los clientes. <\/p>\n\n\n\n<p>En el nuevo <a href=\"https:\/\/buzz.sinch.com\/download-idc-paper-es\">White Paper de IDC<\/a>, \u00bb Digital Customer Experience: Leveraging Conversations to Drive Innovation and Differentiation in the Enterprise \u00ab, <a href=\"https:\/\/www.idc.com\/getdoc.jsp?containerId=PRF000272\">Courtney Munroe de IDC<\/a>, Vicepresidente de Investigaci\u00f3n para la Worldwide Telecommunications Research, analiza la encuesta global de los responsables de la toma de decisiones sobre la experiencia del cliente en 355 empresas para proporcionar informaci\u00f3n sobre el uso del Conversational Customer Engagement y evaluar su impacto en los resultados comerciales. <\/p>\n\n\n\n<p>En el White Paper de IDC, Munroe explica: \u201cA medida que las empresas superen el impacto de la COVID-19, redise\u00f1ar su infraestructura de TI para aprovechar las plataformas digitales ser\u00e1 una prioridad importante, y la experiencia del cliente es el principal impulsor de estas inversiones, ya que impacta directamente en los resultados de la organizaci\u00f3n\u201d. <\/p>\n\n\n\n<p>El informe contin\u00faa explorando las transformaciones que se est\u00e1n llevando a cabo en las empresas globales mientras los l\u00edderes trabajan para construir una mejor experiencia del cliente a trav\u00e9s del engagement con el cliente &#8211; las interacciones que son cada vez m\u00e1s conversacionales por una buena raz\u00f3n. <\/p>\n\n\n\n<p>Las comunicaciones multicanal han permitido a las empresas conectarse con sus clientes en el canal de su elecci\u00f3n, como SMS, voz, correo electr\u00f3nico, Facebook Messenger, WhatsApp o Instagram. Es a trav\u00e9s del Conversational Customer Engagement que las empresas pueden acelerar la innovaci\u00f3n de CX para generar lealtad a largo plazo e impulsar el crecimiento inmediato de los ingresos. <\/p>\n\n\n\n<p>Entre los puntos destacados del White Paper de IDC est\u00e1n: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>El 79% de los encuestados ha iniciado o planea implementar Conversational Customer Engagement en los pr\u00f3ximos dos a\u00f1os. La mayor\u00eda (52%) aprovechar\u00e1 las plataformas CPaaS para hacerlo. <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Mientras que la mayor\u00eda de las empresas emplean varios canales y la mayor\u00eda aprovecha las conversaciones, s\u00f3lo el 22% de las empresas utiliza m\u00e1s de tres canales para el compromiso conversacional. Los consumidores de todo el mundo suelen utilizar cuatro canales de mensajer\u00eda. <\/li>\n\n\n\n<li>Las actividades de servicio al cliente -como la atenci\u00f3n y el soporte al cliente y las encuestas de satisfacci\u00f3n- son los principales casos de uso, seguidos por las actividades de operaciones y las transacciones vinculadas a los pagos financieros. <\/li>\n\n\n\n<li>S\u00f3lo el 35% de las organizaciones permiten que un cliente pase de un chatbot a un agente en vivo para mejorar la asistencia. Aquellas que han implementado el compromiso conversacional con el cliente son mucho m\u00e1s propensas a proporcionar esta experiencia satisfactoria al cliente. <\/li>\n<\/ul>\n\n\n\n<p> El White Paper de IDC, \u00abDigital Customer Experience: Leveraging Conversations to Drive Innovation and Differentiation in the Enterprise\u00bb, doc. #US48593121, enero de 2022, puede descargarse <a href=\"https:\/\/buzz.sinch.com\/download-idc-paper-es\">aqu\u00ed<\/a>.<\/p>\n","protected":false},"featured_media":43069,"template":"","news_category":[],"class_list":["post-43068","news","type-news","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Estudio: 80% de Empresas Usar\u00e1n Conversaci\u00f3n | Sinch<\/title>\n<meta name=\"description\" content=\"Nuevo estudio muestra que casi el 80% de las empresas implementar\u00e1n Conversational Customer 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