{"id":230955,"date":"2024-07-26T21:21:18","date_gmt":"2024-07-26T19:21:18","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/6-bune-practici-de-autoservire-ivr-ajutati-apelantii-sa-se-ajute-singuri\/"},"modified":"2024-08-12T12:49:27","modified_gmt":"2024-08-12T10:49:27","slug":"6-bune-practici-de-autoservire-ivr-ajutati-apelantii-sa-se-ajute-singuri","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/6-bune-practici-de-autoservire-ivr-ajutati-apelantii-sa-se-ajute-singuri\/","title":{"rendered":"6 bune practici de autoservire IVR: Ajuta\u021bi apelan\u021bii s\u0103 se ajute singuri"},"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\">\u00cembun\u0103t\u0103\u021bi\u021bi CX cu ajutorul acestor bune practici IVR Self-Service<\/h1>\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 has-white-color has-orange-background-color has-text-color has-background wp-element-button\"    href=\"https:\/\/test-staging.cloudtalk.io\/demo\/\" style=\"border-radius:3px\">CONTACT V\u00c2NZ\u0102RI<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"    href=\"https:\/\/test-staging.cloudtalk.io\/signup\/\" style=\"border-radius:3px\">\u00ceNCEARC\u0102 GRATUIT<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/05\/blog-illustration.svg\" alt=\"\" class=\"wp-image-208358\"\/><\/figure><\/div>\n\n\n<p class=\"has-black-color has-text-color has-medium-font-size\">Cercet\u0103rile au ar\u0103tat c\u0103 aproximativ <a href=\"https:\/\/www.tidio.com\/blog\/self-service-statistics\/\" target=\"_blank\" rel=\"noopener\">73% dintre consumatori<\/a> doresc s\u0103 \u00ee\u0219i rezolve problemele \u00een mod independent.\nAceasta face ca autoservirea IVR \u0219i alte tehnologii similare s\u0103 fie vitale pentru afacerea dvs. <\/p>\n\n\n\n<p>Op\u021biunile de asisten\u021b\u0103 prin autoservire \u00eei ajut\u0103 pe clien\u021bi s\u0103 simt\u0103 c\u0103 se pot mi\u0219ca \u00een propriul lor ritm, oferindu-le \u00een acela\u0219i timp autonomia de a rezolva singuri problemele.\nOferirea acestor op\u021biuni arat\u0103 c\u0103 \u00eentreprinderii dumneavoastr\u0103 \u00eei pas\u0103 de nevoile \u0219i preferin\u021bele lor. <\/p>\n\n\n\n<p>Continua\u021bi s\u0103 citi\u021bi cum explor\u0103m cele mai bune practici asociate cu autoservirea IVR.\nAcestea v\u0103 vor permite s\u0103 crea\u021bi o experien\u021b\u0103 excelent\u0103 pentru clien\u021bi (CX) \u0219i s\u0103 promova\u021bi rela\u021bii mai puternice cu oamenii care v\u0103 iubesc afacerea. <\/p>\n\n\n\n<p><strong>Principalele concluzii:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Un sistem IVR cu autoservire este un instrument automat care ofer\u0103 informa\u021bii sau conecteaz\u0103 apelan\u021bii cu persoana potrivit\u0103 din cadrul companiei dvs.<\/li>\n\n\n\n<li>Self-service IVR v\u0103 ajut\u0103 s\u0103 le permite\u021bi clien\u021bilor dvs. s\u0103 rezolve singuri \u00eentreb\u0103rile, ceea ce le arat\u0103 c\u0103 le pre\u021bui\u021bi timpul \u0219i contribu\u021bia.<\/li>\n\n\n\n<li>Pentru a oferi cel mai bun CX, trebuie s\u0103 v\u0103 adapta\u021bi meniul IVR la nevoile \u0219i preferin\u021bele clien\u021bilor, astfel \u00eenc\u00e2t ace\u0219tia s\u0103 \u00eel poat\u0103 utiliza confortabil.<\/li>\n\n\n\n<li>Utilizarea acestei tehnologii v\u0103 permite s\u0103 oferi\u021bi cea mai bun\u0103 experien\u021b\u0103 posibil\u0103 at\u00e2t clien\u021bilor, c\u00e2t \u0219i agen\u021bilor dumneavoastr\u0103.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Ce este Self-Service IVR?<\/h2>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/interactive-voice-response-ivr\/\">R\u0103spunsul vocal interactiv<\/a>, sau IVR, este o tehnologie de telefonie care colecteaz\u0103 informa\u021bii de la un apelant &#8211; fie prin voce, fie prin ap\u0103sarea unor butoane &#8211; pentru a-l ajuta s\u0103-\u0219i rezolve problema.  <\/p>\n\n\n\n<p>\u00cen mod tradi\u021bional, acest lucru \u00eensemna s\u0103 \u00eei ajut\u0103m s\u0103 se conecteze la agentul potrivit.\nSelf-service IVR, \u00eens\u0103, adaug\u0103 un element suplimentar.\nCu ajutorul AI, self-service IVR poate oferi apelan\u021bilor r\u0103spunsuri \u0219i solu\u021bii f\u0103r\u0103 interven\u021bia omului.\nDe exemplu, prin redarea unui mesaj pre\u00eenregistrat care r\u0103spunde la \u00eentrebarea specific\u0103 pentru care au sunat.   <\/p>\n\n\n\n<p>A\u0219adar, am acoperit pe scurt &#8222;ce este autoservirea IVR&#8221;.\nAcum, s\u0103 arunc\u0103m o privire la modul \u00een care afacerea dvs. poate profita la maximum de acesta. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Cele mai bune practici pentru IVR Self-Service<\/h2>\n\n\n\n<p>S\u0103 discut\u0103m <strong>cele mai importante bune practici <\/strong>pe care trebuie s\u0103 le urma\u021bi atunci c\u00e2nd optimiza\u021bi experien\u021ba de autoservire IVR pe care o oferi\u021bi clien\u021bilor dumneavoastr\u0103.<\/p>\n\n\n\n<p>V\u0103 rug\u0103m s\u0103 re\u021bine\u021bi c\u0103, de\u0219i este, de asemenea, important s\u0103 cunoa\u0219te\u021bi <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/13-cele-mai-bune-practici-ivr-pentru-a-va-uimi-apelantii-cloudtalk\/\">cele mai bune practici IVR<\/a> \u00een general, aici ve\u021bi \u00eenv\u0103\u021ba despre valorificarea aspectului self-service al tehnologiei.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Aplicarea diferitelor reguli de rutare<\/h3>\n\n\n\n<p>Self-service IVR este cel mai eficient atunci c\u00e2nd este utilizat \u00eempreun\u0103 cu o rutare eficient\u0103 a apelurilor.\nEste posibil ca unii apelan\u021bi s\u0103 nu fie nevoi\u021bi s\u0103 vorbeasc\u0103 deloc cu un agent, dar pentru cei care trebuie, ve\u021bi dori s\u0103 aplica\u021bi diferite tipuri de reguli de <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/ce-este-rutarea-apelurilor-si-cum-va-poate-avantaja\/\">rutare a apelurilor<\/a>. <\/p>\n\n\n\n<p>Lu\u00e2nd \u00een considerare resursele afacerii dvs., cele mai frecvente nevoi ale clien\u021bilor \u0219i volumul actual de apeluri, v\u0103 pute\u021bi ajuta s\u0103 alege\u021bi care (sau care combina\u021bie de) reguli vi se potrivesc cel mai bine.<\/p>\n\n\n\n<p>De exemplu, <strong>rutarea cu comand\u0103 fix\u0103<\/strong> poate fi cea mai bun\u0103 dac\u0103 ave\u021bi un agent care este cel mai capabil s\u0103 ofere servicii excep\u021bionale clien\u021bilor. <a href=\"https:\/\/test-staging.cloudtalk.io\/skill-based-routing\/\"><strong>Rutare bazat\u0103 pe competen\u021be<\/strong><\/a>, pe de alt\u0103 parte, este cea mai bun\u0103 \u00een cazul \u00een care ave\u021bi \u00eentreb\u0103ri variate din partea clien\u021bilor \u0219i o varietate de agen\u021bi cu competen\u021be diferite pentru a r\u0103spunde la acestea.  <\/p>\n\n\n\n<p>Concluzia este c\u0103 alegerea corect\u0103 a regulilor de rutare optimizeaz\u0103 experien\u021ba apelan\u021bilor care intr\u0103 \u00een contact cu sistemul dvs. de self-service IVR.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"436\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Call-Routing-1024x436.png\" alt=\"\" class=\"wp-image-208810\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Call-Routing-1024x436.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Call-Routing-300x128.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Call-Routing-768x327.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Call-Routing-1536x654.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Call-Routing-2048x873.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Call-Routing-1920x818.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Call-Routing-1320x562.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Call-Routing-760x324.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Call-Routing-424x181.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Call-Routing-200x85.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Call-Routing-88x37.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><em>Surs\u0103: https:\/\/getvoip.com\/<\/em><\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Limita\u021bi num\u0103rul de op\u021biuni din meniu<\/h3>\n\n\n\n<p>\u00cen general, clien\u021bii sun\u0103 cu o idee clar\u0103 despre ce vor s\u0103 vorbeasc\u0103.\nTrebuie s\u0103 ave\u021bi \u00eencredere \u00een ei \u00een acest sens, a\u0219a c\u0103 evita\u021bi s\u0103-i cople\u0219i\u021bi cu prea multe op\u021biuni. <\/p>\n\n\n\n<p>Desigur, este totu\u0219i important s\u0103 oferi\u021bi <em>c\u00e2teva <\/em>op\u021biuni.\nTrei sau patru reprezint\u0103 punctul optim pentru fiecare interac\u021biune cu meniul IVR.\n\u00cen acest fel, apelan\u021bii nu vor fi frustra\u021bi de faptul c\u0103 trebuie s\u0103 asculte op\u021biunile prea mult timp.\n\u0218i nu vor uita op\u021biunile anterioare p\u00e2n\u0103 la terminarea meniului.   <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Prioritizarea celor mai frecvente tipuri de apeluri<\/h3>\n\n\n\n<p>Ajutarea multor clien\u021bi \u00een foarte pu\u021bin timp este mult mai u\u0219oar\u0103 atunci c\u00e2nd majoritatea apelan\u021bilor pot g\u0103si rapid ceea ce au nevoie.<\/p>\n\n\n\n<p>Pentru a face acest lucru, enumera\u021bi la \u00eenceputul fiec\u0103rui meniu op\u021biunile pe care apelan\u021bii le vor c\u0103uta cel mai probabil.\n\u00cen acest fel, un num\u0103r mai mare de persoane pot parcurge meniul \u00een mai pu\u021bin timp. <\/p>\n\n\n\n<p>Urm\u00e2nd aceste tipuri de bune practici ale meniului IVR, ar\u0103ta\u021bi, de asemenea, c\u0103 sunte\u021bi \u00een ton cu ceea ce doresc clien\u021bii dvs. \u0219i cum se comport\u0103 ace\u0219tia.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Personalizarea \u0219i optimizarea fluxurilor de apeluri<\/h3>\n\n\n\n<p>Fluxurile de apeluri sunt h\u0103r\u021bi vizuale care arat\u0103 modul \u00een care sistemul de telefonie al companiei dumneavoastr\u0103 gestioneaz\u0103 apelurile care \u00eei parvin, \u00eencep\u00e2nd de la sosirea acestora \u0219i termin\u00e2nd c\u00e2nd sunt rezolvate.<\/p>\n\n\n\n<p>Pute\u021bi personaliza aceste fluxuri pentru a se potrivi nevoilor dvs. utiliz\u00e2nd un designer de fluxuri de apeluri.<\/p>\n\n\n\n<p>Designerii sau editorii de fluxuri de apeluri sunt instrumente interactive pentru crearea de fluxuri de apeluri personalizate.\nAcestea v\u0103 permit s\u0103 direc\u021biona\u021bi fiecare apel primit \u00een func\u021bie de preferin\u021bele dvs., pun\u00e2nd fiecare apelant \u00een contact cu persoana potrivit\u0103 de fiecare dat\u0103. <\/p>\n\n\n\n<p>CloudTalk&#8217;s Call Flow Designer v\u0103 poate ajuta s\u0103 personaliza\u021bi \u0219i s\u0103 <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/call-flow-designer\/\">proiecta\u021bi fluxuri de apeluri<\/a> cu o interfa\u021b\u0103 simpl\u0103, u\u0219or de utilizat, intuitiv\u0103 \u0219i u\u0219or de \u00een\u021beles.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Face\u021bi cozile de apeluri c\u00e2t mai eficiente posibil<\/h3>\n\n\n\n<p>Chiar \u0219i cele mai bune op\u021biuni de autoservire vor pune unii clien\u021bi la coad\u0103.\nPentru a men\u021bine timpii de a\u0219teptare c\u00e2t mai scur\u021bi posibil, ve\u021bi dori s\u0103 optimiza\u021bi aceste cozi. <\/p>\n\n\n\n<p>Lua\u021bi \u00een considerare oferirea de informa\u021bii valoroase apelan\u021bilor afla\u021bi \u00een coada de a\u0219teptare prin intermediul mesajelor \u00eenregistrate.\nEvita\u021bi doar s\u0103 repeta\u021bi informa\u021biile prea des \u0219i s\u0103 risca\u021bi s\u0103 frustra\u021bi apelan\u021bii care se afl\u0103 de ceva timp la coad\u0103. <\/p>\n\n\n\n<p>De asemenea, pute\u021bi personaliza \u00een continuare cozile de apeluri, utiliz\u00e2nd instrumente precum <a href=\"https:\/\/test-staging.cloudtalk.io\/call-queuing\/\">func\u021bionalitatea de coad\u0103 de apeluri<\/a> a CloudTalk.\nAcest lucru v\u0103 va ajuta s\u0103 crea\u021bi cea mai bun\u0103 experien\u021b\u0103 posibil\u0103 pentru clien\u021bii care trebuie s\u0103 a\u0219tepte, astfel \u00eenc\u00e2t ace\u0219tia s\u0103 se poat\u0103 relaxa p\u00e2n\u0103 c\u00e2nd agen\u021bii dvs. vor ajunge la ei. <\/p>\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\">Controla\u021bi complet apelurile primite, proiecta\u021bi fluxuri de apeluri personalizate \u0219i oferi\u021bi 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\" style=\"object-fit:cover\" 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\">Beneficiile autoservirii IVR<\/h2>\n\n\n\n<p>A\u0219adar, dac\u0103 respecta\u021bi cele mai bune practici pe care le-am prezentat, cum va beneficia afacerea dumneavoastr\u0103?\nBeneficiile autoserviciului IVR de mai jos v\u0103 vor da o idee despre motivele pentru care merit\u0103 s\u0103 depune\u021bi eforturi pentru a ob\u021bine un serviciu perfect. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Reducerea costurilor de operare<\/h3>\n\n\n\n<p>Solu\u021biile self-service IVR v\u0103 ajut\u0103 s\u0103 rezolva\u021bi unele apeluri \u00eenainte ca acestea s\u0103 ajung\u0103 la un agent.\nAcest lucru se nume\u0219te re\u021binere IVR.\nCre\u0219terea ratei de re\u021binere poate reduce semnificativ costurile totale ale centrului de contact.  <\/p>\n\n\n\n<p>De asemenea, o astfel de automatizare prin AI &#8222;poate elibera resurse care pot fi utilizate pentru a investi \u00een alte domenii ale afacerii, cum ar fi dezvoltarea de produse sau marketing&#8221;, potrivit lui <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/5-ways-to-take-full-advantage-of-ais-role-in-customer-service\/\">Sanket Shah<\/a>, CEO la InVideo.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u00cembun\u0103t\u0103\u021birea satisfac\u021biei clien\u021bilor<\/h3>\n\n\n\n<p>Clien\u021bii care trebuie s\u0103 se repete de mai multe ori sau care sunt transfera\u021bi \u0219i redirec\u021biona\u021bi c\u0103tre agen\u021bi diferi\u021bi devin frustra\u021bi.\nSolu\u021biile self-service ajut\u0103 la reducerea la minimum a acestor frustr\u0103ri.   <\/p>\n\n\n\n<p>\u00cen acest fel, aceste sisteme v\u0103 ajut\u0103 s\u0103 stimula\u021bi CX, oferind clien\u021bilor informa\u021biile corecte sau conect\u00e2ndu-i la un agent adecvat, rapid \u0219i f\u0103r\u0103 probleme.<\/p>\n\n\n\n<p>Self-service IVR ajut\u0103 \u0219i la scurtarea cozilor de a\u0219teptare.\nFolosit\u0103 \u00eempreun\u0103 cu ACD \u0219i cu func\u021bionalitatea de rutare a apelurilor, aceasta poate sorta clien\u021bii \u00een cozi mai scurte \u0219i mai precise din start.\nAcest lucru \u00eenseamn\u0103 c\u0103 problemele clien\u021bilor ar trebui s\u0103 fie rezolvate mai rapid, l\u0103s\u00e2ndu-i cu o experien\u021b\u0103 pozitiv\u0103.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Stimula\u021bi implicarea \u0219i moralul agen\u021bilor<\/h3>\n\n\n\n<p>Agen\u021bii pot fi mai productivi atunci c\u00e2nd \u00ee\u0219i pot pune expertiza \u00een valoare.<\/p>\n\n\n\n<p>De exemplu, un agent care are cuno\u0219tin\u021be aprofundate despre noul dvs. produs sau serviciu ar trebui s\u0103 poat\u0103 \u00eemp\u0103rt\u0103\u0219i aceste informa\u021bii cu clien\u021bii.\nUn IVR cu autoservire ar direc\u021biona \u00eentreb\u0103rile relevante c\u0103tre agentul respectiv, trimi\u021b\u00e2nd \u00een acela\u0219i timp orice persoan\u0103 care are, de exemplu, \u00eentreb\u0103ri financiare c\u0103tre un agent cu experien\u021b\u0103 relevant\u0103. <\/p>\n\n\n\n<p>Acest lucru face parte integrant\u0103 din rutarea bazat\u0103 pe competen\u021be \u0219i este important pentru spiritul echipei dvs., precum \u0219i pentru clien\u021bi.  <\/p>\n\n\n\n<p>Prin faptul c\u0103 v\u0103 baza\u021bi pe agen\u021bi pentru interac\u021biuni complexe, potrivite pentru competen\u021bele lor, ar\u0103ta\u021bi c\u0103 societatea dumneavoastr\u0103 le apreciaz\u0103 cuno\u0219tin\u021bele \u0219i expertiza, ceea ce cre\u0219te moralul.\nDe asemenea, \u00eei \u00eencurajeaz\u0103 s\u0103 se implice \u00een subiectele pe care le consider\u0103 cele mai interesante, astfel \u00eenc\u00e2t s\u0103 \u00ee\u0219i aprofundeze cuno\u0219tin\u021bele, \u00eembun\u0103t\u0103\u021bind \u00een acela\u0219i timp implicarea. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Introduce\u021bi asisten\u021b\u0103 24\/7<\/h3>\n\n\n\n<p>Nu toate companiile \u00ee\u0219i pot dota call center-ul cu personal 24 de ore din 24, dar asta nu \u00eenseamn\u0103 c\u0103 nu pute\u021bi oferi asisten\u021b\u0103 24\/7.\nTot ce v\u0103 trebuie este un sistem IVR self-service excelent. <\/p>\n\n\n\n<p>\u00cens\u0103\u0219i natura de a permite clien\u021bilor s\u0103 rezolve singuri \u00eentreb\u0103rile \u00eenseamn\u0103 c\u0103 ace\u0219tia pot ob\u021bine ajutorul de care au nevoie \u00een afara orelor de program ale call center-ului dvs.\nSistemul IVR poate oferi, de asemenea, informa\u021bii suplimentare pe care ace\u0219tia le pot utiliza pentru a afla mai multe despre orice probleme pe care le-ar fi putut \u00eent\u00e2mpina. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Solu\u021biile IVR cu autoservire ajut\u0103 la eficientizarea c\u0103l\u0103toriilor clien\u021bilor<\/h2>\n\n\n\n<p>Scopul majorit\u0103\u021bii centrelor de apeluri este de a face experien\u021ba clien\u021bilor c\u00e2t mai pl\u0103cut\u0103 \u0219i simplificat\u0103 posibil.\nCele mai bune aplica\u021bii \u0219i func\u021bii de self-service IVR v\u0103 permit s\u0103 face\u021bi exact acest lucru \u0219i mult mai mult.   <\/p>\n\n\n\n<p>Pute\u021bi ajuta mai mul\u021bi oameni \u00een mai pu\u021bin timp, sprijinind \u00een acela\u0219i timp activitatea exper\u021bilor dvs. \u00een servicii pentru clien\u021bi.\nVe\u021bi economisi bani \u0219i timp f\u0103r\u0103 a pierde conexiuni valoroase. <\/p>\n\n\n\n<p>\u00cencepe\u021bi acum c\u0103l\u0103toria pentru a v\u0103 \u00eembun\u0103t\u0103\u021bi CX.\nLua\u021bi leg\u0103tura cu noi pentru a discuta despre cel mai bun software IVR self-service. <\/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>Intra\u021bi \u00een contact.<\/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\/programeaza-un-demo\/\">Contact v\u00e2nz\u0103ri<\/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 has-text-align-center ct-block-article-faq-header\">IVR Self-Service \u00centreb\u0103ri frecvente<\/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 \">Cum func\u021bioneaz\u0103 Self-Service IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Self-service IVR poate fi destul de simplu atunci c\u00e2nd este configurat corespunz\u0103tor.<br \/>\nClien\u021bii sun\u0103 la centrul dvs. de contact.<br \/>\nSistemul IVR \u00eei va \u00eent\u00e2mpina apoi cu un mesaj preprogramat, care \u00eei va \u00eendemna s\u0103 furnizeze motivul apelului &#8211; fie prin vorbire, fie ap\u0103s\u00e2nd o tast\u0103 numeric\u0103.  <\/p>\n<p>Acest lucru permite sistemului s\u0103 cunoasc\u0103 subiectul \u00eentreb\u0103rii clientului, astfel \u00eenc\u00e2t s\u0103 poat\u0103 direc\u021biona clientul c\u0103tre agentul sau departamentul potrivit.<br \/>\nDeoarece recep\u021bionerul automat preia rolul unui operator cu aceast\u0103 tehnologie, clien\u021bii nu vorbesc efectiv cu un agent uman dec\u00e2t dup\u0103 ce au fost tria\u021bi \u00een coada corect\u0103.   <\/p>\n<p>\u00cen unele cazuri, \u00eentreb\u0103rile clien\u021bilor pot fi rezolvate l\u0103s\u00e2nd sistemul IVR s\u0103 furnizeze informa\u021bii relevante.<br \/>\nDe exemplu, acesta poate reda unui apelant un mesaj \u00eenregistrat care s\u0103 r\u0103spund\u0103 la \u00eentreb\u0103ri comune precum &#8222;unde pot g\u0103si site-ul dvs. web&#8221; sau &#8222;cum \u00eemi pot anula abonamentul&#8221;, pe baza datelor introduse de acesta. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ce tipuri de companii pot utiliza Self-Service IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Orice companie care prime\u0219te apeluri de la clien\u021bi poate beneficia de pe urma utiliz\u0103rii tehnologiei self-service IVR.<br \/>\nCu toate acestea, este probabil cel mai util pentru companiile care primesc un volum mare de apeluri primite. <\/p>\n<p>Tipurile de sisteme cele mai potrivite pentru dvs. depind, de asemenea, de bugetul dvs., a\u0219a c\u0103 analiza\u021bi modelele de <a href=\"https:\/\/staging.cloudtalk.io\/ivr-phone-system-price\/\" target=\"_blank\" rel=\"noopener\">pre\u021buri ale sistemelor de telefonie IVR<\/a> ale diferi\u021bilor furnizori \u00eenainte de a lua o decizie.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Exist\u0103 dezavantaje ale IVR Self-Service?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u00cen func\u021bie de sistemul exact pe care \u00eel utiliza\u021bi, este posibil s\u0103 constata\u021bi c\u0103 instrumentul \u00eent\u00e2mpin\u0103 dificult\u0103\u021bi \u00een procesarea datelor audio de la clien\u021bii cu accente puternice sau neobi\u0219nuite.<br \/>\nDe exemplu, este posibil ca un instrument instruit pe diferite dialecte ale limbii engleze americane s\u0103 nu interpreteze cu acurate\u021be ceea ce spune o persoan\u0103 din Europa. <\/p>\n<p>Clien\u021bii care nu sunt familiariza\u021bi cu autoservirea IVR ar putea, de asemenea, s\u0103 simt\u0103 c\u0103 exist\u0103 prea multe bariere \u00eentre ei \u0219i agentul uman pe care doresc s\u0103 \u00eel contacteze.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1710149050963\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ce ar trebui s\u0103 c\u0103uta\u021bi \u00een software-ul de autoservire IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Poate cea mai important\u0103 caracteristic\u0103 pentru orice software de autoservire IVR este personalizarea.<br \/>\nAr trebui s\u0103 pute\u021bi ad\u0103uga sau elimina caracteristici, \u00een mod ideal folosind integr\u0103ri, astfel \u00eenc\u00e2t s\u0103 pute\u021bi crea solu\u021bia exact\u0103 de care ave\u021bi nevoie. <\/p>\n<p>De asemenea, trebuie s\u0103 fie u\u0219or de configurat.<br \/>\nO solu\u021bie IVR bogat\u0103 \u00een func\u021bii este util\u0103 numai dac\u0103 pute\u021bi profita la maximum de fiecare func\u021bie.<br \/>\nPrin urmare, c\u0103uta\u021bi un software care vine cu o curb\u0103 de \u00eenv\u0103\u021bare redus\u0103.  <\/p>\n<p>La fel ca \u00een cazul oric\u0103rei solu\u021bii software, ve\u021bi dori, de asemenea, o solu\u021bie care ofer\u0103 un suport fantastic pentru clien\u021bi, astfel \u00eenc\u00e2t s\u0103 ave\u021bi \u00eentotdeauna la \u00eendem\u00e2n\u0103 ajutor atunci c\u00e2nd ave\u021bi nevoie de el.<br \/>\nA\u0219a cum ave\u021bi grij\u0103 de clien\u021bii dvs., furnizorul dvs. de software ar trebui s\u0103 aib\u0103 grij\u0103 de dvs.<br \/>\nCa punct de referin\u021b\u0103, la apelurile c\u0103tre asisten\u021ba pentru clien\u021bi CloudTalk se r\u0103spunde \u00een medie \u00eentr-un minut.  <\/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>Cercet\u0103rile au ar\u0103tat c\u0103 aproximativ 73% dintre consumatori doresc s\u0103 \u00ee\u0219i rezolve problemele \u00een mod independent. Aceasta face ca autoservirea&#8230;<\/p>\n","protected":false},"author":131,"featured_media":208366,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[],"tags":[],"class_list":["post-230955","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts\/230955","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=230955"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts\/230955\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media\/208366"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media?parent=230955"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/categories?post=230955"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/tags?post=230955"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}