{"id":230940,"date":"2024-07-26T19:23:56","date_gmt":"2024-07-26T17:23:56","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/13-cele-mai-bune-practici-ivr-pentru-a-va-uimi-apelantii-cloudtalk\/"},"modified":"2024-08-12T12:39:08","modified_gmt":"2024-08-12T10:39:08","slug":"13-cele-mai-bune-practici-ivr-pentru-a-va-uimi-apelantii-cloudtalk","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/13-cele-mai-bune-practici-ivr-pentru-a-va-uimi-apelantii-cloudtalk\/","title":{"rendered":"13 cele mai bune practici IVR pentru a v\u0103 uimi apelan\u021bii | CloudTalk"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading has-black-color has-text-color\">13 cele mai bune practici IVR pentru a asigura o rutare eficient\u0103 a apelurilor \u0219i un CX excelent<\/h1>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2.png\" alt=\"\" class=\"wp-image-203086\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-88x50.png 88w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/figure><\/div>\n\n\n<p class=\"has-medium-font-size\">Un raport Salesforce a ar\u0103tat c\u0103 <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/documents\/research\/State-of-the-Connected-Customer.pdf\" target=\"_blank\" rel=\"noopener\">88%<\/a> dintre clien\u021bi sunt predispu\u0219i s\u0103 fac\u0103 o achizi\u021bie repetat\u0103 dup\u0103 ce au avut parte de un serviciu clien\u021bi bun.\nExperien\u021bele proaste, pe de alt\u0103 parte, \u00eenseamn\u0103 c\u0103 pierde\u021bi viitoarele afaceri. <\/p>\n\n\n\n<p>Un IVR este adesea primul contact pe care clien\u021bii \u00eel au cu echipele dvs. de asisten\u021b\u0103 \u0219i servicii \u0219i, prin urmare, este ocazia dvs. de a face o prim\u0103 impresie bun\u0103.  <\/p>\n\n\n\n<p>Urma\u021bi cele mai bune practici IVR pentru a face acest lucru \u0219i pentru a \u00eembun\u0103t\u0103\u021bi experien\u021ba clien\u021bilor (CX)?<\/p>\n\n\n\n<p>Afla\u021bi mai jos.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Principalele concluzii:<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Meniurile IVR sunt instrumente eficiente pentru adaptarea fluxurilor de apeluri unice la nevoile dumneavoastr\u0103.\nAcestea v\u0103 simplific\u0103 munca \u0219i accelereaz\u0103 timpii de r\u0103spuns. <\/li>\n\n\n\n<li>Un IVR v\u0103 ajut\u0103 s\u0103 men\u021bine\u021bi standardele de servicii pentru clien\u021bi \u0219i consecven\u021ba m\u0103rcii.<\/li>\n\n\n\n<li>Un meniu IVR optimizat reduce timpul mediu de gestionare \u0219i cre\u0219te gradul de rezolvare la primul contact, permi\u021b\u00e2nd apelan\u021bilor s\u0103 ajung\u0103 mai repede \u0219i mai u\u0219or la agen\u021bii potrivi\u021bi.<\/li>\n\n\n\n<li>Orient\u0103rile privind cele mai bune practici IVR v\u0103 ajut\u0103 s\u0103 optimiza\u021bi IVR.<\/li>\n\n\n\n<li>CloudTalk IVR ajut\u0103 echipa dvs. s\u0103 lucreze mai inteligent \u0219i ofer\u0103 clien\u021bilor dvs. serviciile pe care le a\u0219teapt\u0103.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#000\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color\">Preia controlul asupra apelurilor primite, proiecteaz\u0103 fluxuri de apeluri personalizate \u0219i ofer\u0103 un CX excelent.<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"213\" height=\"300\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-213x300.png\" alt=\"\" class=\"wp-image-202809\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-213x300.png 213w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-303x428.png 303w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-300x424.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-80x113.png 80w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-62x88.png 62w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24.png 450w\" sizes=\"auto, (max-width: 213px) 100vw, 213px\" \/><\/figure><\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/5-best-ivr-solutions\/\">Cite\u0219te gratuit<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">13 Cele mai bune practici IVR pentru Call Center pentru a stimula CX<\/h2>\n\n\n\n<p>Sistemul dvs. IVR \u00eembun\u0103t\u0103\u021be\u0219te productivitatea \u0219i ofer\u0103 un CX excelent?\nDac\u0103 nu, ce pute\u021bi face pentru a \u00eembun\u0103t\u0103\u021bi lucrurile? <\/p>\n\n\n\n<p>S\u0103 examin\u0103m 13 bune practici pentru configurarea \u0219i utilizarea eficient\u0103 a <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/ce-este-ivr-raspuns-vocal-interactiv\/\">r\u0103spunsului vocal interactiv<\/a> \u00een beneficiul afacerii, personalului \u0219i clien\u021bilor dumneavoastr\u0103:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Utiliza\u021bi o voce adecvat\u0103 pentru mesaje<\/li>\n\n\n\n<li>Adaptarea la diferite limbi<\/li>\n\n\n\n<li>R\u0103m\u00e2ne\u021bi fideli brandului dvs.<\/li>\n\n\n\n<li>Men\u021bine\u021bi promptele scurte \u0219i simple<\/li>\n\n\n\n<li>Face\u021bi navigarea u\u0219or de \u00een\u021beles<\/li>\n\n\n\n<li>Asigura\u021bi-v\u0103 c\u0103 este rapid s\u0103 contacta\u021bi un agent<\/li>\n\n\n\n<li>Fi\u021bi sincer cu privire la timpii de a\u0219teptare \u0219i oferi\u021bi apeluri de r\u0103spuns<\/li>\n\n\n\n<li>Conectare la toate departamentele principale<\/li>\n\n\n\n<li>R\u0103spunde\u021bi la \u00eentreb\u0103ri frecvente \u00een mesajele dvs. pre\u00eenregistrate<\/li>\n\n\n\n<li>Nu face\u021bi apelan\u021bii s\u0103 se repete<\/li>\n\n\n\n<li>Facilita\u021bi redirec\u021bionarea dup\u0103 o gre\u0219eal\u0103<\/li>\n\n\n\n<li>Meniuri \u0219i informa\u021bii actualizate<\/li>\n\n\n\n<li>Utilizarea datelor \u0219i a analizelor pentru \u00eembun\u0103t\u0103\u021birea continu\u0103<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">#1 Utiliza\u021bi o voce adecvat\u0103 pentru mesaje<\/h3>\n\n\n\n<p>Clien\u021bii se a\u0219teapt\u0103 la interac\u021biuni umane atunci c\u00e2nd contacteaz\u0103 compania dumneavoastr\u0103.\nDe fapt, <a href=\"https:\/\/www.statista.com\/statistics\/818566\/preferred-channels-customer-service-issues-united-states\/\" target=\"_blank\" rel=\"noopener\">54%<\/a> dintre clien\u021bi prefer\u0103 apelurile telefonice pentru a rezolva problemele.   <\/p>\n\n\n\n<p>Logica spune c\u0103 este mai bine s\u0103 ai ceva care s\u0103 sune cel pu\u021bin uman la cel\u0103lalt cap\u0103t al firului.  <\/p>\n\n\n\n<p>Evita\u021bi vocile robotice.\n\u00cen schimb, asigura\u021bi-v\u0103 c\u0103 alege\u021bi o voce care sun\u0103 natural.\nDe asemenea, asigura\u021bi-v\u0103 c\u0103 lua\u021bi \u00een considerare nivelul lingvistic probabil al apelan\u021bilor dvs. \u0219i face\u021bi meniul IVR simplu de \u00een\u021beles pentru ace\u0219tia.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#2 Adaptarea la diferite limbi<\/h3>\n\n\n\n<p>Conform unui raport recent al US Census Bureau, <a href=\"https:\/\/www.census.gov\/content\/dam\/Census\/library\/publications\/2022\/acs\/acs-50.pdf\" target=\"_blank\" rel=\"noopener\">78%<\/a> dintre americani vorbesc engleza acas\u0103.\nAceasta \u00eenseamn\u0103 c\u0103 mai mult de unul din cinci consumatori americani prefer\u0103 s\u0103 vorbeasc\u0103 o alt\u0103 limb\u0103 dec\u00e2t engleza.\nMajoritatea \u00eentreprinderilor din \u00eentreaga lume au, de asemenea, clien\u021bi interna\u021bionali care pot vorbi mai multe limbi diferite.  <\/p>\n\n\n\n<p>Ultimul lucru de care au nevoie ace\u0219ti clien\u021bi este s\u0103 fie deranja\u021bi de un meniu IVR \u00eentr-o limb\u0103 necunoscut\u0103 sau nefavorit\u0103.\nPermite\u021bi clien\u021bilor multilingvi s\u0103 interac\u021bioneze cu afacerea dvs. \u00een limba lor preferat\u0103. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#3 R\u0103m\u00e2ne\u021bi fideli imaginii m\u0103rcii dvs.<\/h3>\n\n\n\n<p>V-a\u021bi creat imaginea de marc\u0103 pentru a atrage un public \u021bint\u0103.\nFace\u021bi acela\u0219i lucru cu experien\u021ba de rutare a apelurilor pe care o oferi\u021bi clien\u021bilor \u0219i ve\u021bi fi recompensat.   <\/p>\n\n\n\n<p>\u00centr-un studiu recent, <a href=\"https:\/\/info.marq.com\/brand-consistency-thank-you\" target=\"_blank\" rel=\"noopener\">68%<\/a> dintre companii au declarat c\u0103 consecven\u021ba m\u0103rcii le-a crescut veniturile de la 10% la peste 20%.  <\/p>\n\n\n\n<p>Dac\u0103 sunte\u021bi cunoscut pentru marketingul glume\u021b \u0219i amuzant, asigura\u021bi-v\u0103 c\u0103 v\u0103 distra\u021bi cu salutul IVR \u0219i mesajele de a\u0219teptare.\nDac\u0103 sunte\u021bi un brand premium, de lux, p\u0103stra\u021bi lucrurile formale \u0219i folosi\u021bi muzic\u0103 clasic\u0103 atunci c\u00e2nd clien\u021bii sunt pu\u0219i \u00een a\u0219teptare. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#4 P\u0103stra\u021bi probele scurte \u0219i simple<\/h3>\n\n\n\n<p>Una dintre cele mai bune practici fundamentale pentru utilizarea IVR este s\u0103 p\u0103stra\u021bi solicit\u0103rile de meniu IVR rapide \u0219i la obiect.\nNu v\u0103 l\u0103sa\u021bi apelan\u021bii s\u0103 a\u0219tepte la nesf\u00e2r\u0219it pentru a g\u0103si op\u021biunea dorit\u0103.\n\u00cen general, limita\u021bi mesajele de \u00eent\u00e2mpinare la 30 de secunde sau mai pu\u021bin.  <\/p>\n\n\n\n<p>\u00cencerca\u021bi s\u0103 nu oferi\u021bi mai mult de cinci op\u021biuni \u00eentr-o singur\u0103 solicitare.\nExist\u0103 excep\u021bii de la aceast\u0103 regul\u0103 &#8211; acesta este motivul pentru care CloudTalk IVR permite p\u00e2n\u0103 la 10 op\u021biuni &#8211; dar aceasta nu ar trebui s\u0103 fie norma.\nDedica\u021bi doar c\u00e2teva secunde fiec\u0103rei op\u021biuni.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#5 Face\u021bi navigarea u\u0219or de \u00een\u021beles<\/h3>\n\n\n\n<p>Proiecta\u021bi meniuri IVR care urmeaz\u0103 o progresie logic\u0103.\nLa nivelul superior, ve\u021bi dori s\u0103 \u00eencepe\u021bi cu op\u021biuni generale, cum ar fi departamentele.\nPute\u021bi include destina\u021bii populare, cum ar fi &#8222;efectua\u021bi o plat\u0103&#8221;, \u00een meniurile ini\u021biale.\nMeniurile concepute \u00een mod intuitiv \u00eenseamn\u0103 c\u0103 totul dureaz\u0103 mai pu\u021bin.   <\/p>\n\n\n\n<p><strong>Site-ul de \u00eenchirieri auto, DiscoverCars<\/strong>, a f\u0103cut trecerea la CloudTalk \u0219i a descoperit o mul\u021bime de beneficii de pe urma func\u021biei inteligente IVR.\nDup\u0103 ce \u0219i-au optimizat meniurile pentru a simplifica fluxul de apeluri, au <strong>redus <\/strong> rapid <strong>timpii de a\u0219teptare <\/strong> cu <a href=\"https:\/\/test-staging.cloudtalk.io\/discovercars-customer-story\/\"><strong>80%<\/strong><\/a>.\n <strong>Rata de abandonare a apelurilor a sc\u0103zut, de asemenea, cu 20%.<\/strong>  <\/p>\n\n\n\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ct-evo-quote-with-icon\"><p>Beneficiul pe care \u00eel apreciem cel mai mult este rutarea apelurilor.\nCu ajutorul IVR, direc\u021bion\u0103m clien\u021bii c\u0103tre agen\u021bii care le vorbesc limba.\nDe asemenea, putem distribui apelurile \u00een func\u021bie de stadiul \u00een care se afl\u0103 clien\u021bii \u00een procesul de rezervare, acord\u00e2nd o prioritate mai mare acelor clien\u021bi care \u00ee\u0219i ridic\u0103 ma\u0219inile.  <\/p><div class=\"quote-cite\"><div class=\"quote-icon\"><img decoding=\"async\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/09\/logo-for-testimonials-2.png\" alt=\"Citat Icon\"><\/div><cite>Issam Daoudi &#8211; Supervizor la DiscoverCars<\/cite><\/div><\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">#6 Asigura\u021bi-v\u0103 c\u0103 ajunge\u021bi rapid la un agent<\/h3>\n\n\n\n<p>Unii apelan\u021bi sunt mul\u021bumi\u021bi de op\u021biunile self-service.\nAl\u021bii prefer\u0103 s\u0103 vorbeasc\u0103 cu un om c\u00e2t mai repede posibil.\nDe\u0219i un meniu IVR cu inteligen\u021b\u0103 artificial\u0103 \u00eei poate direc\u021biona c\u0103tre persoana potrivit\u0103, este \u00eentotdeauna mai bine s\u0103 oferi\u021bi o rut\u0103 direct\u0103 c\u0103tre un agent real.  <\/p>\n\n\n\n<p>Furniza\u021bi aceast\u0103 leg\u0103tur\u0103 direct\u0103 cu unul dintre reprezentan\u021bii dvs. \u00een primele meniuri.\nApoi, reaminti\u021bi-le utilizatorilor op\u021biunea \u00een cazul \u00een care ace\u0219tia par indeci\u0219i dup\u0103 solicit\u0103rile din meniu. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#7 Fi\u021bi sinceri cu privire la timpii de a\u0219teptare \u0219i oferi\u021bi apeluri de r\u0103spuns<\/h3>\n\n\n\n<p>Nim\u0103nui nu-i place s\u0103 a\u0219tepte, dar clien\u021bii sunt mai predispu\u0219i s\u0103 fie r\u0103bd\u0103tori atunci c\u00e2nd sunt trata\u021bi cu onestitate \u0219i transparen\u021b\u0103.\nUn sondaj realizat de WaitWhile a ar\u0103tat c\u0103 estim\u0103rile \u0219i actualiz\u0103rile ar \u00eembun\u0103t\u0103\u021bi experien\u021ba de a\u0219teptare pentru aproape <a href=\"https:\/\/waitwhile.com\/blog\/consumer-survey-waiting-in-line\/\" target=\"_blank\" rel=\"noopener\">48%<\/a> dintre clien\u021bi. <\/p>\n\n\n\n<p>Implementa\u021bi o solu\u021bie IVR care ofer\u0103 o func\u021bie de <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/callback-2\/\">apel de r\u0103spuns<\/a>.\nAstfel, apelan\u021bii nu mai sunt nevoi\u021bi s\u0103 a\u0219tepte mult timp.\nApelurile de r\u0103spuns u\u0219ureaz\u0103, de asemenea, sarcina echipei dvs. \u00een timpul orelor de v\u00e2rf ale apelurilor.\nAcestea le permit s\u0103 v\u0103 contacteze la o or\u0103 mai convenabil\u0103.   <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#8 Conectare la toate departamentele principale<\/h3>\n\n\n\n<p>Cele mai bune practici privind meniul IVR stipuleaz\u0103 c\u0103 apelan\u021bii pot ajunge la fiecare departament important.  <\/p>\n\n\n\n<p>Asigura\u021bi accesul u\u0219or la departamentele principale cu op\u021biuni de rutare \u00een partea de sus a arborelui de meniu.\n\u00cen general, departamente precum facturarea, asisten\u021ba tehnic\u0103, v\u00e2nz\u0103rile \u0219i programarea sunt populare.   <\/p>\n\n\n\n<p>\u00cen fiecare submeniu, include\u021bi toate departamentele relevante pe care apelan\u021bii ar putea dori s\u0103 le contacteze.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#9 R\u0103spunde\u021bi la \u00eentreb\u0103ri frecvente \u00een mesajele dvs. pre\u00eenregistrate<\/h3>\n\n\n\n<p><a href=\"https:\/\/go.emplifi.io\/rs\/284-ENW-442\/images\/Emplifi_Report_Consumer_Expectations_US_UK_EN.pdf\" target=\"_blank\" rel=\"noopener\">Mai mult de o treime<\/a> dintre clien\u021bi prefer\u0103 op\u021biunile self-service pentru rezolvarea unei probleme.\n\u00cen plus, <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/documents\/research\/State-of-the-Connected-Customer.pdf\" target=\"_blank\" rel=\"noopener\">56%<\/a> dintre clien\u021bi sunt deschi\u0219i la utilizarea inteligen\u021bei artificiale pentru a-\u0219i \u00eembun\u0103t\u0103\u021bi experien\u021ba.\nPrin urmare, cele mai bune practici \u00een materie de autoservire IVR includ asigurarea faptului c\u0103 se r\u0103spunde la \u00eentreb\u0103ri simple f\u0103r\u0103 implicarea unui agent.    <\/p>\n\n\n\n<p>Utiliza\u021bi IVR pentru a devia apelurile de nivel inferior \u0219i pentru a scurta timpul mediu de tratare (AHT), direc\u021bion\u00e2nd unii apelan\u021bi c\u0103tre mesaje pre\u00eenregistrate care le ofer\u0103 informa\u021biile de care au nevoie.\nAcest tip de autoservire ofer\u0103 o experien\u021b\u0103 ra\u021bionalizat\u0103 \u00een materie de servicii pentru clien\u021bi \u0219i, \u00een mod normal, ob\u021bine o rezolu\u021bie mai bun\u0103 la primul apel (FCR). <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#10 Nu face\u021bi apelan\u021bii s\u0103 se repete<\/h3>\n\n\n\n<p>Nim\u0103nui nu-i place s\u0103 se repete, mai ales \u00een timpul unei crize percepute.\nCercet\u0103rile arat\u0103 c\u0103 <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_ie\/www\/PDF\/state-of-connected-customer-fifth-ed-comp.pdf\" target=\"_blank\" rel=\"noopener\">66%<\/a> dintre clien\u021bi trebuie s\u0103 repete sau s\u0103 explice din nou informa\u021bii reprezentan\u021bilor. <\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"534\" height=\"433\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/state-of-connected-custome.png\" alt=\"Diagrama de bare arat&#x103; c&#x103;, &#xEE;n 2022, 85% dintre consumatori se a&#x219;teapt&#x103; la interac&#x21B;iuni coerente &#xEE;ntre departamente, dar 66% trebuie s&#x103; se repete adesea\" class=\"wp-image-207530\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/state-of-connected-custome.png 534w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/state-of-connected-custome-300x243.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/state-of-connected-custome-528x428.png 528w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/state-of-connected-custome-424x344.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/state-of-connected-custome-139x113.png 139w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/state-of-connected-custome-88x71.png 88w\" sizes=\"auto, (max-width: 534px) 100vw, 534px\" \/><figcaption class=\"wp-element-caption\">Surs\u0103: https:\/\/www.salesforce.com\/<\/figcaption><\/figure>\n\n\n\n<p>\u00cembun\u0103t\u0103\u021bi\u021bi-v\u0103 CX utiliz\u00e2nd un software de apeluri de afaceri bazat pe inteligen\u021b\u0103 artificial\u0103 precum CloudTalk.\nIntegr\u0103rile CRM ofer\u0103 agen\u021bilor dvs. informa\u021bii actualizate despre fiecare apelant.\nVe\u021bi evita ca clien\u021bii dvs. s\u0103 se repete, iar agen\u021bii dvs. vor putea, de asemenea, s\u0103 petreac\u0103 mai mult timp g\u0103sind o solu\u021bie.    <\/p>\n\n\n\n<p>Mai mult, rutarea bazat\u0103 pe competen\u021be contribuie la asigurarea faptului c\u0103 apelantul ajunge la un agent care \u00eel poate ajuta de la prima solicitare.\nAcest lucru elimin\u0103, de asemenea, necesitatea ca ace\u0219tia s\u0103 se repete. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#11 Face\u021bi u\u0219or redirec\u021bionarea dup\u0103 o gre\u0219eal\u0103<\/h3>\n\n\n\n<p>Toat\u0103 lumea face gre\u0219eli din c\u00e2nd \u00een c\u00e2nd.\nDac\u0103 apelan\u021bii ajung \u00eentr-un loc gre\u0219it, nu dori\u021bi ca ace\u0219tia s\u0103 fie nevoi\u021bi s\u0103 \u00eenchid\u0103 \u0219i s\u0103 reia procesul.\nS-ar putea s\u0103 renun\u021be din frustrare &#8211; nimeni nu c\u00e2\u0219tig\u0103 \u00een aceast\u0103 situa\u021bie!  <\/p>\n\n\n\n<p>Oferi\u021bi-le o modalitate u\u0219oar\u0103 de a reveni cu un pas \u00eenapoi prin meniul dvs. IVR.\nCu un sistem de recunoa\u0219tere vocal\u0103, ace\u0219tia ar putea spune &#8222;\u00eenapoi&#8221; sau ar putea alege un num\u0103r care s\u0103 func\u021bioneze ca buton de \u00eentoarcere.\nAceasta este o bun\u0103 practic\u0103 simpl\u0103 de proiectare IVR care va \u00eembun\u0103t\u0103\u021bi modul \u00een care clien\u021bii navigheaz\u0103 \u00een sistemul dvs. de rutare a apelurilor.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#12 P\u0103stra\u021bi meniurile \u0219i informa\u021biile la zi<\/h3>\n\n\n\n<p>Odat\u0103 ce ave\u021bi un sistem IVR eficient \u00een func\u021biune, este u\u0219or s\u0103 deveni\u021bi mul\u021bumi\u021bi.\nCu toate acestea, afacerea dumneavoastr\u0103 evolueaz\u0103 \u0219i cre\u0219te \u00een timp.\nEste posibil ca unele departamente sau procese s\u0103 se fi schimbat sau s\u0103 nu mai existe.    <\/p>\n\n\n\n<p>Trebuie s\u0103 corela\u021bi orice modific\u0103ri cu meniurile dvs. IVR.\nActualiz\u0103rile vitale includ, de asemenea, salutul, mesajele de a\u0219teptare, anun\u021burile \u0219i orice alte mesaje. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#13 Utilizarea datelor \u0219i a analizelor pentru \u00eembun\u0103t\u0103\u021birea continu\u0103<\/h3>\n\n\n\n<p>Una dintre cele mai bune practici IVR finale \u00eentr-un call center este asigurarea \u00eembun\u0103t\u0103\u021birii continue.  <\/p>\n\n\n\n<p>Utiliza\u021bi o solu\u021bie bazat\u0103 pe inteligen\u021b\u0103 artificial\u0103 care monitorizeaz\u0103 \u0219i urm\u0103re\u0219te datele apelurilor. <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/software-de-call-center-cu-statistici\/\">Analizele \u00eencorporate<\/a> permit agen\u021bilor \u0219i managerilor s\u0103 evalueze parametrii importan\u021bi ai apelurilor.\nKPI-urile de servicii includ timpii medii de a\u0219teptare \u0219i ratele de abandonare a apelurilor. <\/p>\n\n\n\n<p>Datele utilizatorilor privind navigarea \u00een meniul IVR v\u0103 ajut\u0103, de asemenea, s\u0103 ob\u021bine\u021bi informa\u021bii pentru \u00eembun\u0103t\u0103\u021bire.De exemplu, dac\u0103 una dintre op\u021biunile de meniu de nivel superior este selectat\u0103 rar, \u00eenlocui\u021bi-o cu una mai popular\u0103.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Bonus: Cele mai bune practici de securitate IVR<\/h2>\n\n\n\n<p>Adobe raporteaz\u0103 c\u0103 <a href=\"https:\/\/blog.adobe.com\/en\/publish\/2022\/03\/15\/2022-trust-report-customer-trust-is-earned-or-broken-with-every-experience\" target=\"_blank\" rel=\"noopener\">72%<\/a> dintre consumatori au \u00eencredere \u00een AI pentru \u00eembun\u0103t\u0103\u021birea CX.\nAtunci c\u00e2nd nu respecta\u021bi aceast\u0103 \u00eencredere, risca\u021bi s\u0103 v\u0103 pierde\u021bi clien\u021bii.   <\/p>\n\n\n\n<p>S\u0103 examin\u0103m c\u00e2teva dintre cele mai bune practici de securitate IVR pentru gestionarea datelor apelan\u021bilor dvs. \u0219i protejarea acestora \u00eempotriva fraudei:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Utiliza\u021bi verificarea identit\u0103\u021bii pe mai multe niveluri<\/strong>: \u00cenregistra\u021bi numerele de telefon ale clien\u021bilor \u0219i utiliza\u021bi coduri de acces SMS unice.<\/li>\n\n\n\n<li><strong>Seta\u021bi parole puternice<\/strong>: Asigura\u021bi-v\u0103 c\u0103 utilizatorii au parole lungi care combin\u0103 caractere alfa \u0219i numerice.<\/li>\n\n\n\n<li>Monitoriza\u021bi <strong>\u00eendeaproape apelurile din afara regiunii dvs<\/strong>: Selecta\u021bi automat apelurile care nu se afl\u0103 \u00een pie\u021bele dvs. geografice \u0219i care pot p\u0103rea suspecte.<\/li>\n\n\n\n<li><strong>Alc\u0103tui\u021bi o list\u0103 de blocare<\/strong>: Cere\u021bi echipei dvs. s\u0103 adauge orice numere suspecte sau spameri la o list\u0103 de blocare cuprinz\u0103toare.<\/li>\n\n\n\n<li><strong>Monitoriza\u021bi activitatea personalului<\/strong>: Utiliza\u021bi fila Call Monitor din panoul de control CloudTalk pentru a vizualiza \u0219i a verifica ac\u021biunile oric\u0103rui utilizator, dup\u0103 cum este necesar.  <\/li>\n\n\n\n<li><strong>Antreneaz\u0103-\u021bi echipa<\/strong>: Agen\u021bii \u0219i managerii trebuie s\u0103 recunoasc\u0103 semnele de fraud\u0103 a apelan\u021bilor.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Beneficiile de a urma cele mai bune practici IVR<\/h2>\n\n\n\n<p>De ce este important s\u0103 cunoa\u0219te\u021bi cele mai bune practici IVR precum cele enumerate aici \u0219i s\u0103 le urma\u021bi \u00een call center-ul dvs.?<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Oferi\u021bi mai multe op\u021biuni de autoservire pentru apelan\u021bi<\/li>\n\n\n\n<li>Asigura\u021bi o rutare mai eficient\u0103 a apelurilor<\/li>\n\n\n\n<li>\u00cembun\u0103t\u0103\u021birea rezolu\u021biei la primul apel (FCR)<\/li>\n<\/ul>\n\n\n\n<p>\u00cen perioadele de v\u00e2rf, un simplu anun\u021b poate gestiona o propor\u021bie semnificativ\u0103 de apeluri.\nMeniurile bine optimizate cu <strong>op\u021biuni de autoservire<\/strong> prezint\u0103 o experien\u021b\u0103 simplificat\u0103 pentru apelan\u021bi.\nMul\u021bi dintre ace\u0219tia vor putea g\u0103si ceea ce au nevoie f\u0103r\u0103 s\u0103 implice deloc un agent.    <\/p>\n\n\n\n<p>\u0218i, dac\u0103 un apelant trebuie s\u0103 contacteze un agent, un meniu u\u0219or de navigat asigur\u0103 <strong>direc\u021bionarea<\/strong> apelurilor <strong>c\u0103tre agentul potrivit din prima \u00eencercare<\/strong>.\nCu c\u00e2t un apelant \u00eencepe mai repede s\u0103 discute cu un reprezentant de asisten\u021b\u0103, cu at\u00e2t mai repede va ajunge la o solu\u021bie. <\/p>\n\n\n\n<p>Echipa dvs. va beneficia, de asemenea, de o <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/ce-este-rutarea-apelurilor-si-cum-va-poate-avantaja\/\">rutare<\/a> mai eficient\u0103 a <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/ce-este-rutarea-apelurilor-si-cum-va-poate-avantaja\/\">apelurilor<\/a>.\nAgen\u021bii nu vor mai fi nevoi\u021bi s\u0103 se ocupe de apelurile simple pe care le poate rezolva autoservirea IVR \u0219i vor avea mai mult timp pentru problemele complexe, <strong>cresc\u00e2nd FCR-ul<\/strong>.   <\/p>\n\n\n\n<p>Nokia a beneficiat de o rutare mai eficient\u0103 a apelurilor (\u0219i de alte caracteristici) atunci c\u00e2nd a trecut la CloudTalk de la solu\u021bia lor anterioar\u0103 de apelare.\n <strong>Productivitatea agen\u021bilor a crescut <\/strong> cu <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/nokia-customer-story-2\/\"><strong>10%<\/strong><\/a> reduc\u00e2nd \u00een acela\u0219i timp <strong>timpul maxim de a\u0219teptare cu aproape jum\u0103tate<\/strong>.   <\/p>\n\n\n\n<p>Importan\u021ba celor mai bune practici IVR poate fi observat\u0103 \u0219i \u00een domeniul analizei datelor \u0219i al modului \u00een care aceasta contribuie la \u00eembun\u0103t\u0103\u021birea rezultatelor dvs. finale.\nPute\u021bi utiliza datele colectate prin IVR pentru a \u00eembun\u0103t\u0103\u021bi CX \u0219i modul \u00een care echipa dvs. gestioneaz\u0103 apelurile.\nCheia este s\u0103 g\u0103si\u021bi o solu\u021bie puternic\u0103 cu <a href=\"https:\/\/test-staging.cloudtalk.io\/ivr-phone-system-price\/\">pre\u021buri IVR<\/a> care s\u0103 se potriveasc\u0103 bugetului dumneavoastr\u0103.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Ra\u021bionaliza\u021bi c\u0103l\u0103toriile clien\u021bilor cu IVR<\/h2>\n\n\n\n<p>Este timpul s\u0103 renun\u021ba\u021bi la IVR-urile robotice \u0219i neintuitive de alt\u0103dat\u0103.\nAve\u021bi nevoie de o solu\u021bie de apelare bazat\u0103 pe inteligen\u021b\u0103 artificial\u0103 cu IVR care s\u0103 v\u0103 capaciteze echipa \u0219i clien\u021bii. <\/p>\n\n\n\n<p>Cu CloudTalk pute\u021bi construi un <a href=\"https:\/\/test-staging.cloudtalk.io\/call-flow-designer\/\">flux de apeluri<\/a> pentru a oferi echipelor dvs. o reprezentare vizual\u0103 a experien\u021bei apelantului.\nEste u\u0219or s\u0103 ad\u0103uga\u021bi sau s\u0103 \u0219terge\u021bi pa\u0219i \u00een meniul IVR \u0219i \u00een procesul de rutare a apelurilor.   <\/p>\n\n\n\n<p>\u00cempreun\u0103 cu tehnologia de distribu\u021bie automat\u0103 a apelurilor, pute\u021bi direc\u021biona apelurile c\u0103tre orice num\u0103r de telefon sau departament, ceea ce poate reduce durata medie a apelurilor cu 40% &#8211; ceea ce \u00eenseamn\u0103 clien\u021bi mai mul\u021bumi\u021bi.<\/p>\n\n\n\n<p>\u00cen concluzie, CloudTalk creeaz\u0103 o experien\u021b\u0103 IVR care face via\u021ba mai u\u0219oar\u0103 at\u00e2t pentru agen\u021bii dvs., c\u00e2t \u0219i pentru clien\u021bi.<\/p>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#DFF0F6\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>\u00cencerca\u021bi ast\u0103zi gratuit sistemul IVR bazat pe inteligen\u021b\u0103 artificial\u0103 de la CloudTalk!<\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"560\" height=\"394\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/alternative-pages-illustration4.svg\" alt=\"\" class=\"wp-image-201222\"\/><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/ro\/perioada-de-incercare-cloudtalk-14-zile\/\">\u00cencearc\u0103 gratuit<\/a><\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-148766\" alt=\"\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/10\/blog-article-faq-cover-question-marks.svg\" data-object-fit=\"cover\"\/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading ct-block-article-faq-header\">\u00centreb\u0103ri frecvente privind cele mai bune practici IVR<\/h2>\n\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1662054682142\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Care este diferen\u021ba dintre IVR \u0219i ACD?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Exist\u0103 mai multe diferen\u021be atunci c\u00e2nd vine vorba de<a href=\"https:\/\/staging.cloudtalk.io\/blog\/acd-vs-ivr\/\" target=\"_blank\" rel=\"noopener\"> IVR vs ACD<\/a>.<br \/>\nUn ACD direc\u021bioneaz\u0103 automat apelurile primite c\u0103tre agen\u021bii disponibili.<br \/>\nRutarea se bazeaz\u0103 pe reguli fixe, cum ar fi urm\u0103torul agent disponibil sau rutarea bazat\u0103 pe competen\u021be.    <\/p>\n<p>Un IVR este un meniu interactiv care colecteaz\u0103 date \u0219i direc\u021bioneaz\u0103 apelan\u021bii cu ajutorul indica\u021biilor vocale.<br \/>\nUtilizatorii r\u0103spund la indica\u021bii pentru a naviga prin meniuri \u0219i pentru a activa op\u021biuni de autoservire.   <\/p>\n<p>Solu\u021biile bazate pe inteligen\u021b\u0103 artificial\u0103, precum CloudTalk, combin\u0103 IVR \u0219i ACD pentru o rutare simplificat\u0103 a apelurilor.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Care este diferen\u021ba dintre IVR \u0219i IVA?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Un asistent vocal interactiv (IVA) \u0219i un r\u0103spuns vocal interactiv sunt similare.<br \/>\nAmbele interac\u021bioneaz\u0103 prin solicit\u0103ri vocale \u0219i a\u0219teapt\u0103 r\u0103spunsurile apelantului.   <\/p>\n<p>Deci, cum se identific\u0103<a href=\"https:\/\/staging.cloudtalk.io\/blog\/iva-vs-ivr\/\" target=\"_blank\" rel=\"noopener\"> IVR vs IVA<\/a>?<br \/>\nAcestea se deosebesc de obicei prin tehnologia pe care o utilizeaz\u0103.<br \/>\nUn IVR utilizeaz\u0103 \u00een mod tradi\u021bional semnalizarea DTMF (dual-tone multi-frequency) pentru a permite apelan\u021bilor s\u0103 formeze numere de r\u0103spuns sau mesaje vocale simple.    <\/p>\n<p>Un IVA utilizeaz\u0103 procesarea limbajului natural (NLP) pentru a interpreta vorbirea apelantului \u0219i pentru a purta o conversa\u021bie asem\u0103n\u0103toare cu cea a unui om.<br \/>\nSistemele IVA pot oferi self-service pentru probleme mai complexe. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ce este Visual IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Un IVR vizual este o func\u021bie software de apelare care permite apelan\u021bilor s\u0103 navigheze prin meniurile IVR prin intermediul unei interfe\u021be pe ecran.<br \/>\nAstfel, \u00een loc s\u0103 asculte solicit\u0103rile \u0219i s\u0103 r\u0103spund\u0103, ace\u0219tia pot citi \u0219i atinge op\u021biunile de pe ecranul telefonului lor. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1673205890952\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ce \u00eenseamn\u0103 optimizarea IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Meniurile IVR pot ajuta sau \u00eempiedica CX.<br \/>\nDe exemplu, oferirea a prea multe op\u021biuni de meniu poate fi derutant\u0103.<br \/>\nDe asemenea, poate descuraja apelan\u021bii ner\u0103bd\u0103tori.  <\/p>\n<p>Sistemele IVR \u0219i de rutare a apelurilor trebuie s\u0103 fie optimizate pentru a r\u0103spunde nevoilor \u0219i a\u0219tept\u0103rilor clien\u021bilor \u0219i pentru a v\u0103 ajuta echipa s\u0103 gestioneze \u0219i s\u0103 proceseze un volum mai mare de apeluri.<br \/>\nCele mai bune practici de optimizare IVR ajut\u0103 la g\u0103sirea unui echilibru \u00eentre op\u021biunile de autoservire \u0219i direc\u021bionarea apelurilor c\u0103tre agen\u021bi. <\/p>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div>\n\n\n\n<div style=\"height:75px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Un raport Salesforce a ar\u0103tat c\u0103 88% dintre clien\u021bi sunt predispu\u0219i s\u0103 fac\u0103 o achizi\u021bie repetat\u0103 dup\u0103 ce au avut&#8230;<\/p>\n","protected":false},"author":131,"featured_media":201502,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[744],"tags":[],"class_list":["post-230940","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-experienta-clientilor"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts\/230940","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/users\/131"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/comments?post=230940"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts\/230940\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media\/201502"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media?parent=230940"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/categories?post=230940"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/tags?post=230940"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}