{"id":36347,"date":"2022-11-29T08:45:00","date_gmt":"2022-11-29T08:45:00","guid":{"rendered":"https:\/\/sinchcomdev.local\/news\/novo-estudo-mostra-que-quase-80-das-empresas-implementarao-conversational-customer-engagement\/"},"modified":"2025-12-18T16:08:39","modified_gmt":"2025-12-18T16:08:39","slug":"novo-estudo-mostra-que-quase-80-das-empresas-implementarao-conversational-customer-engagement","status":"publish","type":"news","link":"https:\/\/sinch.com\/pt\/news\/novo-estudo-mostra-que-quase-80-das-empresas-implementarao-conversational-customer-engagement\/","title":{"rendered":"Novo estudo mostra que quase 80% das empresas implementar\u00e3o Conversational Customer Engagement para melhorar a experi\u00eancia do cliente"},"content":{"rendered":"\n<p><strong>White paper apresenta estudo patrocinado pela Sinch: mais da metade das empresas pesquisadas est\u00e3o aumentando os investimentos em CPaaS para potencializar o Conversational Customer Engagement <\/strong><\/p>\n\n\n\n<p>Brasil \u2013 abril, 2022 \u2013 Quase 80% das empresas implementaram ou implementar\u00e3o o engajamento conversacional do cliente \u2013 a pr\u00e1tica de se comunicar interativamente com os clientes de um canal digital para outro, mantendo o contexto \u2013 para melhorar a experi\u00eancia do cliente, de acordo com uma <a href=\"https:\/\/buzz.sinch.com\/download-idc-paper-pt\">nova pesquisa da IDC<\/a> encomendada pela <a href=\"https:\/\/latam.sinch.com\/\">Sinch<\/a>. Desses, mais da metade far\u00e1 isso usando uma Plataforma de Comunica\u00e7\u00f5es como Servi\u00e7o (CPaaS) para fornecer as experi\u00eancias contextuais eficientes e hiperpersonalizadas que os clientes mais desejam. <\/p>\n\n\n\n<p>No novo white paper da IDC, \u201cExperi\u00eancia do cliente digital: alavancando conversas para impulsionar a inova\u00e7\u00e3o e a diferencia\u00e7\u00e3o na empresa\u201d,\u201d <a href=\"https:\/\/www.idc.com\/getdoc.jsp?containerId=PRF000272\">Courtney Munroe<\/a><a href=\"https:\/\/www.idc.com\/getdoc.jsp?containerId=PRF000272\">, vice-presidente de pesquisa da Worldwide Telecommunications Research, da IDC<\/a>, analisa a pesquisa global dos tomadores de decis\u00e3o da experi\u00eancia do cliente em 355 empresas para fornecer insights sobre o uso do Conversational Customer Engagement e avaliar seu impacto nos resultados de neg\u00f3cios. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" class=\"wp-image-17836\" width=\"1920\" height=\"762\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/IDC_Report_Image.jpg\" alt=\"45% das empresas planejam aumentar os gastos com o engajamento conversacional do cliente e, dessas, mais da metade, 52%, usar\u00e3o CPaaS para isso \"\/><\/figure>\n\n\n\n<p>No White Paper da IDC, Munroe explica: \u201c\u00c0 medida que as empresas emergem do impacto do COVID-19, a rearquitetura de sua infraestrutura de TI para alavancar plataformas digitais ser\u00e1 uma grande prioridade, e a experi\u00eancia do cliente \u00e9 o principal impulsionador desses investimentos, pois impacta diretamente no resultado final da organiza\u00e7\u00e3o.\u201d <\/p>\n\n\n\n<p>Ele continua explorando as transforma\u00e7\u00f5es em andamento nas empresas globais, \u00e0 medida que os l\u00edderes trabalham para criar uma melhor experi\u00eancia do cliente por meio do envolvimento do cliente \u2013 intera\u00e7\u00f5es que est\u00e3o se tornando cada vez mais conversacionais por um bom motivo. <\/p>\n\n\n\n<p>As comunica\u00e7\u00f5es multicanal capacitaram as empresas a se conectarem com seus clientes no canal de sua escolha, como SMS, voz, e-mail, Facebook Messenger, WhatsApp ou Instagram. \u00c9 por meio do Conversational Customer Engagement que as empresas podem acelerar a inova\u00e7\u00e3o CX para criar fidelidade de longo prazo e impulsionar o crescimento imediato da receita. <\/p>\n\n\n\n<p>Entre os destaques do White Paper da IDC: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>79% dos entrevistados iniciaram ou planejam implementar o Conversational Customer Engagement nos pr\u00f3ximos dois anos. A maioria (52%) aproveitar\u00e1 as plataformas CPaaS para fazer isso. <\/li>\n\n\n\n<li>Enquanto a maioria das empresas emprega v\u00e1rios canais e a maioria est\u00e1 aproveitando as conversas, apenas 22% das empresas usam mais de tr\u00eas canais para o engajamento conversacional. Os consumidores em todo o mundo normalmente usam quatro canais de mensagens. <\/li>\n\n\n\n<li>As atividades de atendimento ao cliente \u2014 como atendimento e suporte ao cliente e pesquisas de satisfa\u00e7\u00e3o do cliente \u2014 s\u00e3o os principais casos de uso, seguidas por atividades operacionais e transa\u00e7\u00f5es vinculadas a pagamentos financeiros. <\/li>\n\n\n\n<li>Apenas 35% das organiza\u00e7\u00f5es permitem que um cliente transfira de um chatbot para um agente ao vivo para obter suporte aprimorado. Aqueles que implementaram o engajamento conversacional do cliente s\u00e3o muito mais propensos a fornecer essa experi\u00eancia satisfat\u00f3ria ao cliente. <\/li>\n<\/ul>\n\n\n\n<p>O white paper da IDC, \u201cExperi\u00eancia do cliente digital: alavancando conversas para impulsionar inova\u00e7\u00e3o e diferencia\u00e7\u00e3o na empresa\u201d, documento #US48593121, janeiro de 2022, pode ser baixado <a href=\"https:\/\/buzz.sinch.com\/download-idc-paper-pt\">aqui<\/a>. <\/p>\n\n\n\n<p><strong>Sobre a Sinch <\/strong><\/p>\n\n\n\n<p>A Sinch aproxima empresas e pessoas com ferramentas que permitem o envolvimento pessoal. Sua plataforma l\u00edder de comunica\u00e7\u00f5es em nuvem permite que as empresas alcancem todos os telefones celulares do planeta, em segundos ou menos, por meio de mensagens m\u00f3veis, e-mail, voz e v\u00eddeo. A Sinch \u00e9 uma fornecedora de software confi\u00e1vel para operadoras de telefonia m\u00f3vel, e sua plataforma potencializa as comunica\u00e7\u00f5es cr\u00edticas de neg\u00f3cios para muitas das maiores empresas do mundo. A Sinch tem sido lucrativa e tem crescido rapidamente desde sua funda\u00e7\u00e3o em 2008. Est\u00e1 sediada em Estocolmo, Su\u00e9cia, e tem presen\u00e7a local em mais de 50 pa\u00edses. As a\u00e7\u00f5es s\u00e3o negociadas na NASDAQ Estocolmo: XSTO:SINCH. Visite-nos em <a href=\"https:\/\/sinch.com\/pt\/\">https:\/\/sinch.com\/pt\/<\/a><\/p>\n","protected":false},"featured_media":36349,"template":"","news_category":[],"class_list":["post-36347","news","type-news","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>80% das Empresas Usar\u00e3o Engajamento Conversacional | Sinch<\/title>\n<meta name=\"description\" content=\"Novo estudo mostra que quase 80% das empresas implementar\u00e3o Conversational Customer Engagement para melhorar a experi\u00eancia do cliente\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sinch.com\/pt\/news\/novo-estudo-mostra-que-quase-80-das-empresas-implementarao-conversational-customer-engagement\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" 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