{"id":232082,"date":"2024-08-01T13:26:43","date_gmt":"2024-08-01T11:26:43","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/6-osvedcene-postupy-samoobsluhy-ivr-pomozte-volajucim-aby-si-pomohli-sami\/"},"modified":"2024-08-12T12:49:28","modified_gmt":"2024-08-12T10:49:28","slug":"6-osvedcene-postupy-samoobsluhy-ivr-pomozte-volajucim-aby-si-pomohli-sami","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/6-osvedcene-postupy-samoobsluhy-ivr-pomozte-volajucim-aby-si-pomohli-sami\/","title":{"rendered":"6 Osved\u010den\u00e9 postupy samoobsluhy IVR: Pom\u00f4\u017ete volaj\u00facim, aby si pomohli sami"},"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\">Zlep\u0161ite CX pomocou t\u00fdchto osved\u010den\u00fdch postupov samoobsluhy IVR<\/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\">KONTAKTUJTE PREDAJ<\/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\">VYSK\u00da\u0160A\u0164 ZDARMA<\/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\">V\u00fdskum uk\u00e1zal, \u017ee pribli\u017ene <a href=\"https:\/\/www.tidio.com\/blog\/self-service-statistics\/\" target=\"_blank\" rel=\"noopener\">73 % spotrebite\u013eov<\/a> chce svoje probl\u00e9my rie\u0161i\u0165 samostatne.\nPreto s\u00fa samoobsluha IVR a \u010fal\u0161ie podobn\u00e9 technol\u00f3gie pre va\u0161e podnikanie ve\u013emi d\u00f4le\u017eit\u00e9. <\/p>\n\n\n\n<p>Mo\u017enosti samoobslu\u017enej podpory pom\u00e1haj\u00fa z\u00e1kazn\u00edkom c\u00edti\u0165, \u017ee m\u00f4\u017eu postupova\u0165 vlastn\u00fdm tempom, a z\u00e1rove\u0148 im d\u00e1vaj\u00fa samostatnos\u0165 pri rie\u0161en\u00ed probl\u00e9mov.\nPoskytnutie t\u00fdchto mo\u017enost\u00ed ukazuje, \u017ee v\u00e1\u0161 podnik sa zauj\u00edma o ich potreby a preferencie. <\/p>\n\n\n\n<p>\u010c\u00edtajte \u010falej, aby sme presk\u00famali osved\u010den\u00e9 postupy spojen\u00e9 so samoobsluhou IVR.\nTie v\u00e1m umo\u017enia vytvori\u0165 vynikaj\u00facu z\u00e1kazn\u00edcku sk\u00fasenos\u0165 (CX) a posilni\u0165 vz\u0165ahy s \u013eu\u010fmi, ktor\u00ed maj\u00fa radi va\u0161u firmu. <\/p>\n\n\n\n<p><strong>K\u013e\u00fa\u010dov\u00e9 poznatky:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Samoobslu\u017en\u00fd syst\u00e9m IVR je automatizovan\u00fd n\u00e1stroj, ktor\u00fd poskytuje inform\u00e1cie alebo sp\u00e1ja volaj\u00facich so spr\u00e1vnou osobou vo va\u0161ej spolo\u010dnosti.<\/li>\n\n\n\n<li>Samoobslu\u017en\u00e9 IVR v\u00e1m pom\u00f4\u017ee umo\u017eni\u0165 z\u00e1kazn\u00edkom, aby sami vyrie\u0161ili svoje ot\u00e1zky, \u010d\u00edm im d\u00e1te najavo, \u017ee si cen\u00edte ich \u010das a pr\u00ednos.<\/li>\n\n\n\n<li>Ak chcete pon\u00faknu\u0165 \u010do najlep\u0161ie slu\u017eby CX, mus\u00edte ponuku IVR prisp\u00f4sobi\u0165 potreb\u00e1m a preferenci\u00e1m z\u00e1kazn\u00edkov, aby ju mohli pohodlne pou\u017e\u00edva\u0165.<\/li>\n\n\n\n<li>Pou\u017e\u00edvanie tejto technol\u00f3gie v\u00e1m umo\u017en\u00ed poskytova\u0165 \u010do najlep\u0161ie slu\u017eby z\u00e1kazn\u00edkom aj agentom.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u010co je samoobslu\u017en\u00e9 IVR?<\/h2>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/interactive-voice-response-ivr\/\">Interakt\u00edvna hlasov\u00e1 odozva<\/a> alebo IVR je telef\u00f3nna technol\u00f3gia, ktor\u00e1 zhroma\u017e\u010fuje inform\u00e1cie od volaj\u00faceho &#8211; bu\u010f prostredn\u00edctvom jeho hlasu, alebo stl\u00e1\u010dan\u00edm tla\u010didiel &#8211; a pom\u00e1ha mu vyrie\u0161i\u0165 jeho probl\u00e9m.  <\/p>\n\n\n\n<p>Tradi\u010dne to znamenalo pom\u00f4c\u0165 im spoji\u0165 sa so spr\u00e1vnym agentom.\nSamoobslu\u017en\u00e9 IVR v\u0161ak prid\u00e1va \u010fal\u0161\u00ed prvok.\nPomocou umelej inteligencie m\u00f4\u017ee samoobslu\u017en\u00e9 IVR poskytn\u00fa\u0165 volaj\u00facim odpovede a rie\u0161enia bez \u013eudsk\u00e9ho vstupu.\nNapr\u00edklad prehrat\u00edm vopred nahranej spr\u00e1vy, ktor\u00e1 odpoved\u00e1 na konkr\u00e9tnu ot\u00e1zku, kv\u00f4li ktorej volali.   <\/p>\n\n\n\n<p>Tak, to je pokryt\u00e9 &#8222;\u010do je samoobsluha IVR&#8220; v kocke.\nTeraz sa pozrime na to, ako ju m\u00f4\u017ee va\u0161a firma \u010do najlep\u0161ie vyu\u017ei\u0165. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Osved\u010den\u00e9 postupy pre samoobsluhu IVR<\/h2>\n\n\n\n<p>Prejdime si <strong>najd\u00f4le\u017eitej\u0161ie osved\u010den\u00e9 postupy <\/strong>, ktor\u00e9 by ste mali dodr\u017eiava\u0165 pri optimaliz\u00e1cii samoobslu\u017en\u00fdch slu\u017eieb IVR, ktor\u00e9 poskytujete svojim z\u00e1kazn\u00edkom.<\/p>\n\n\n\n<p>Upozor\u0148ujeme, \u017ee aj ke\u010f je d\u00f4le\u017eit\u00e9 pozna\u0165 v\u0161etky <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/13-osvedcenych-postupov-ivr-ktore-ohromia-volajucich-cloudtalk\/\">osved\u010den\u00e9 postupy IVR<\/a> vo v\u0161eobecnosti, tu sa dozviete o vyu\u017eit\u00ed samoobslu\u017en\u00e9ho aspektu tejto technol\u00f3gie.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Pou\u017eitie r\u00f4znych pravidiel smerovania<\/h3>\n\n\n\n<p>Samoobslu\u017en\u00e9 IVR je najefekt\u00edvnej\u0161ie, ke\u010f sa pou\u017e\u00edva spolu s efekt\u00edvnym smerovan\u00edm hovorov.\nNiektor\u00ed volaj\u00faci nemusia v\u00f4bec hovori\u0165 s agentom, ale pre t\u00fdch, ktor\u00ed tak robia, budete chcie\u0165 pou\u017ei\u0165 r\u00f4zne typy pravidiel <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/co-je-smerovanie-hovorov-a-ake-vyhody-vam-moze-priniest\/\">smerovania hovorov<\/a>. <\/p>\n\n\n\n<p>Zv\u00e1\u017eenie zdrojov va\u0161ej firmy, naj\u010dastej\u0161\u00edch potrieb z\u00e1kazn\u00edkov a aktu\u00e1lneho objemu hovorov v\u00e1m pom\u00f4\u017ee vybra\u0165, ktor\u00e9 pravidl\u00e1 (alebo ich kombin\u00e1cia) v\u00e1m bud\u00fa najviac vyhovova\u0165.<\/p>\n\n\n\n<p>Napr\u00edklad <strong>pevn\u00e9 smerovanie objedn\u00e1vok<\/strong> m\u00f4\u017ee by\u0165 najlep\u0161ie, ak m\u00e1te jedn\u00e9ho agenta, ktor\u00fd je schopn\u00fd pon\u00faknu\u0165 v\u00fdnimo\u010dn\u00fd z\u00e1kazn\u00edcky servis. <a href=\"https:\/\/test-staging.cloudtalk.io\/skill-based-routing\/\"><strong>Smerovanie na z\u00e1klade zru\u010dnost\u00ed<\/strong><\/a>je naopak najlep\u0161ie, ak m\u00e1te r\u00f4znorod\u00e9 po\u017eiadavky z\u00e1kazn\u00edkov a r\u00f4zne kvalifikovan\u00fdch agentov, ktor\u00ed na ne odpovedaj\u00fa.  <\/p>\n\n\n\n<p>Podstatn\u00e9 je, \u017ee spr\u00e1vna vo\u013eba pravidiel smerovania optimalizuje sk\u00fasenosti volaj\u00facich, ktor\u00ed pou\u017e\u00edvaj\u00fa v\u00e1\u0161 samoobslu\u017en\u00fd syst\u00e9m 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>Zdroj: https:\/\/getvoip.com\/<\/em><\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Obmedzenie po\u010dtu mo\u017enost\u00ed ponuky<\/h3>\n\n\n\n<p>Z\u00e1kazn\u00edci zvy\u010dajne volaj\u00fa s jasnou predstavou, o \u010dom chc\u00fa hovori\u0165.\nV tomto smere im mus\u00edte d\u00f4verova\u0165, preto ich neza\u0165a\u017eujte pr\u00edli\u0161 ve\u013ek\u00fdm mno\u017estvom mo\u017enost\u00ed. <\/p>\n\n\n\n<p>Samozrejme, st\u00e1le je d\u00f4le\u017eit\u00e9 poskytova\u0165 <em>ur\u010dit\u00e9 <\/em>mo\u017enosti.\nTri alebo \u0161tyri mo\u017enosti s\u00fa vhodnou vo\u013ebou pre ka\u017ed\u00fa interakciu s ponukou IVR.\nTakto nebud\u00fa volaj\u00faci frustrovan\u00ed t\u00fdm, \u017ee by museli pr\u00edli\u0161 dlho po\u010d\u00fava\u0165 mo\u017enosti.\nA nezabudn\u00fa na predch\u00e1dzaj\u00face mo\u017enosti, k\u00fdm sa ponuka skon\u010d\u00ed.   <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Stanovenie prior\u00edt naj\u010dastej\u0161\u00edch typov hovorov<\/h3>\n\n\n\n<p>Pom\u00e1ha\u0165 mnoh\u00fdm z\u00e1kazn\u00edkom za kr\u00e1tky \u010das je ove\u013ea jednoduch\u0161ie, ke\u010f v\u00e4\u010d\u0161ina volaj\u00facich r\u00fdchlo n\u00e1jde to, \u010do potrebuje.<\/p>\n\n\n\n<p>Ak to chcete urobi\u0165, na za\u010diatku ka\u017edej ponuky uve\u010fte zoznam mo\u017enost\u00ed, ktor\u00e9 volaj\u00faci pravdepodobne h\u013eadaj\u00fa.\nT\u00fdmto sp\u00f4sobom sa m\u00f4\u017ee v\u00e4\u010d\u0161\u00ed po\u010det \u013eud\u00ed prepracova\u0165 cez va\u0161u ponuku za krat\u0161\u00ed \u010das. <\/p>\n\n\n\n<p>Dodr\u017eiavanie t\u00fdchto osved\u010den\u00fdch postupov pre menu IVR tie\u017e dokazuje, \u017ee ste v s\u00falade s t\u00fdm, \u010do va\u0161i z\u00e1kazn\u00edci chc\u00fa a ako sa spr\u00e1vaj\u00fa.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Prisp\u00f4sobenie a optimaliz\u00e1cia tokov hovorov<\/h3>\n\n\n\n<p>Toky hovorov s\u00fa vizu\u00e1lne mapy, ktor\u00e9 ukazuj\u00fa, ako telef\u00f3nny syst\u00e9m va\u0161ej spolo\u010dnosti sprac\u00fava prich\u00e1dzaj\u00face hovory, po\u010dn\u00fac ich pr\u00edchodom a kon\u010diac ich vyrie\u0161en\u00edm.<\/p>\n\n\n\n<p>Tieto toky m\u00f4\u017eete prisp\u00f4sobi\u0165 svojim potreb\u00e1m pomocou n\u00e1vrh\u00e1ra tokov hovorov.<\/p>\n\n\n\n<p>N\u00e1vrh\u00e1ri alebo editory tokov hovorov s\u00fa interakt\u00edvne n\u00e1stroje na vytv\u00e1ranie vlastn\u00fdch tokov hovorov.\nUmo\u017e\u0148uj\u00fa v\u00e1m nasmerova\u0165 ka\u017ed\u00fd prich\u00e1dzaj\u00faci hovor pod\u013ea va\u0161ich preferenci\u00ed, aby sa ka\u017ed\u00fd volaj\u00faci v\u017edy spojil so spr\u00e1vnou osobou. <\/p>\n\n\n\n<p>N\u00e1stroj Call Flow Designer od spolo\u010dnosti CloudTalk v\u00e1m pom\u00f4\u017ee prisp\u00f4sobi\u0165 a <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/navrhar-toku-hovorov-vytvarajte-a-automatizujte-toky-hovorov\/\">navrhn\u00fa\u0165 toky hovorov<\/a> pomocou jednoduch\u00e9ho, pou\u017e\u00edvate\u013esky pr\u00edvetiv\u00e9ho rozhrania, ktor\u00e9 je intuit\u00edvne a \u013eahko pochopite\u013en\u00e9.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u010co najefekt\u00edvnej\u0161ie vytv\u00e1ranie front hovorov<\/h3>\n\n\n\n<p>Aj pri t\u00fdch najlep\u0161\u00edch samoobslu\u017en\u00fdch mo\u017enostiach bud\u00fa niektor\u00ed z\u00e1kazn\u00edci st\u00e1\u0165 v radoch.\nAk chcete udr\u017ea\u0165 \u010do najkrat\u0161ie \u010dakacie doby, mus\u00edte tieto fronty optimalizova\u0165. <\/p>\n\n\n\n<p>Zv\u00e1\u017ete mo\u017enos\u0165 pon\u00faknu\u0165 volaj\u00facim vo fronte cenn\u00e9 inform\u00e1cie prostredn\u00edctvom nahran\u00fdch spr\u00e1v.\nLen sa vyhnite pr\u00edli\u0161 \u010dast\u00e9mu opakovaniu inform\u00e1ci\u00ed a riskovaniu, \u017ee frustrujete volaj\u00facich, ktor\u00ed m\u00f4\u017eu by\u0165 vo fronte u\u017e dlh\u0161\u00ed \u010das. <\/p>\n\n\n\n<p>Fronty hovorov m\u00f4\u017eete \u010falej prisp\u00f4sobova\u0165 aj pomocou n\u00e1strojov, ako je napr\u00edklad <a href=\"https:\/\/test-staging.cloudtalk.io\/call-queuing\/\">funkcia frontu hovorov<\/a> CloudTalk.\nTo v\u00e1m pom\u00f4\u017ee vytvori\u0165 \u010do najlep\u0161\u00ed z\u00e1\u017eitok pre z\u00e1kazn\u00edkov, ktor\u00ed musia \u010daka\u0165, aby si mohli odd\u00fdchnu\u0165, k\u00fdm sa k nim va\u0161i agenti dostan\u00fa. <\/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\">Prevezmite \u00fapln\u00fa kontrolu nad prich\u00e1dzaj\u00facimi hovormi, navrhnite vlastn\u00e9 toky hovorov a poskytnite vynikaj\u00face slu\u017eby CX.<\/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\/\">\u010c\u00edtajte zadarmo<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">V\u00fdhody samoobsluhy IVR<\/h2>\n\n\n\n<p>Ak sa teda budete riadi\u0165 osved\u010den\u00fdmi postupmi, ktor\u00e9 sme uviedli, ako z toho m\u00f4\u017ee profitova\u0165 va\u0161a firma?\nNi\u017e\u0161ie uveden\u00e9 v\u00fdhody samoobsluhy IVR v\u00e1m uk\u00e1\u017eu, pre\u010do sa oplat\u00ed vynalo\u017ei\u0165 \u00fasilie na jej spr\u00e1vne nastavenie. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zn\u00ed\u017eenie prev\u00e1dzkov\u00fdch n\u00e1kladov<\/h3>\n\n\n\n<p>Samoobslu\u017en\u00e9 rie\u0161enia IVR v\u00e1m pom\u00f4\u017eu vyrie\u0161i\u0165 niektor\u00e9 hovory sk\u00f4r, ako sa dostan\u00fa k agentovi.\nToto sa ozna\u010duje ako IVR containment.\nZv\u00fd\u0161enie miery zadr\u017eania m\u00f4\u017ee v\u00fdrazne zn\u00ed\u017ei\u0165 celkov\u00e9 n\u00e1klady kontaktn\u00e9ho centra.  <\/p>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/5-ways-to-take-full-advantage-of-ais-role-in-customer-service\/\">Pod\u013ea Sanketa Shaha<\/a>, gener\u00e1lneho riadite\u013ea spolo\u010dnosti InVideo, tak\u00e1to automatiz\u00e1cia prostredn\u00edctvom umelej inteligencie &#8222;m\u00f4\u017ee uvo\u013eni\u0165 zdroje, ktor\u00e9 sa m\u00f4\u017eu pou\u017ei\u0165 na invest\u00edcie do in\u00fdch oblast\u00ed podnikania, ako je v\u00fdvoj produktov alebo marketing&#8220;.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zlep\u0161enie spokojnosti z\u00e1kazn\u00edkov<\/h3>\n\n\n\n<p>Z\u00e1kazn\u00edci, ktor\u00ed sa musia viackr\u00e1t opakova\u0165 alebo ktor\u00ed s\u00fa presmerovan\u00ed k in\u00fdm agentom, s\u00fa frustrovan\u00ed.\nSamoobslu\u017en\u00e9 rie\u0161enia pom\u00e1haj\u00fa obmedzi\u0165 t\u00fato frustr\u00e1ciu na minimum.   <\/p>\n\n\n\n<p>T\u00fdmto sp\u00f4sobom v\u00e1m tieto syst\u00e9my pom\u00e1haj\u00fa zv\u00fd\u0161i\u0165 CX, poskytuj\u00fa z\u00e1kazn\u00edkom spr\u00e1vne inform\u00e1cie alebo ich r\u00fdchlo a bezprobl\u00e9movo prep\u00e1jaj\u00fa s pr\u00edslu\u0161n\u00fdm agentom.<\/p>\n\n\n\n<p>Samoobslu\u017en\u00e9 IVR tie\u017e pom\u00e1ha skracova\u0165 fronty.\nPri pou\u017eit\u00ed s funkciou ACD a smerovan\u00edm hovorov dok\u00e1\u017ee z\u00e1kazn\u00edkov od za\u010diatku radi\u0165 do krat\u0161\u00edch, tematicky presnej\u0161\u00edch frontov.\nTo znamen\u00e1, \u017ee probl\u00e9my z\u00e1kazn\u00edkov by mali by\u0165 vyrie\u0161en\u00e9 r\u00fdchlej\u0161ie a zanecha\u0165 v nich pozit\u00edvnu sk\u00fasenos\u0165.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zv\u00fd\u0161enie anga\u017eovanosti a mor\u00e1lky zamestnancov<\/h3>\n\n\n\n<p>Agenti m\u00f4\u017eu by\u0165 najprodukt\u00edvnej\u0161\u00ed, ke\u010f m\u00f4\u017eu dobre vyu\u017ei\u0165 svoje odborn\u00e9 znalosti.<\/p>\n\n\n\n<p>Napr\u00edklad agent, ktor\u00fd m\u00e1 d\u00f4kladn\u00e9 znalosti o va\u0161om novom produkte alebo slu\u017ebe, by mal ma\u0165 mo\u017enos\u0165 zdie\u013ea\u0165 tieto inform\u00e1cie so z\u00e1kazn\u00edkmi.\nSamoobslu\u017en\u00e9 IVR by smerovalo relevantn\u00e9 ot\u00e1zky na tohto agenta, zatia\u013e \u010do ka\u017ed\u00e9ho, kto m\u00e1 napr\u00edklad finan\u010dn\u00e9 ot\u00e1zky, by namiesto toho poslalo k agentovi s pr\u00edslu\u0161n\u00fdmi odborn\u00fdmi znalos\u0165ami. <\/p>\n\n\n\n<p>To je neoddelite\u013enou s\u00fa\u010das\u0165ou smerovania zalo\u017een\u00e9ho na zru\u010dnostiach a je to d\u00f4le\u017eit\u00e9 pre ducha v\u00e1\u0161ho t\u00edmu, ako aj pre z\u00e1kazn\u00edkov.  <\/p>\n\n\n\n<p>T\u00fdm, \u017ee sa pri zlo\u017eit\u00fdch interakci\u00e1ch spoliehate na agentov, ktor\u00ed s\u00fa prisp\u00f4soben\u00ed svojim schopnostiam, d\u00e1vate najavo, \u017ee va\u0161a spolo\u010dnos\u0165 si v\u00e1\u017ei ich znalosti a odbornos\u0165, \u010do zvy\u0161uje mor\u00e1lku.\nTakisto ich povzbudzuje, aby sa venovali t\u00e9mam, ktor\u00e9 pova\u017euj\u00fa za najzauj\u00edmavej\u0161ie, tak\u017ee si prehlbuj\u00fa svoje znalosti a z\u00e1rove\u0148 zvy\u0161uj\u00fa anga\u017eovanos\u0165. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zavedenie podpory 24\/7<\/h3>\n\n\n\n<p>Nie ka\u017ed\u00e1 spolo\u010dnos\u0165 m\u00f4\u017ee obsadi\u0165 svoje call centrum nepretr\u017eite, ale to neznamen\u00e1, \u017ee nem\u00f4\u017eete pon\u00faka\u0165 nepretr\u017eit\u00fa podporu.\nV\u0161etko, \u010do potrebujete, je skvel\u00fd samoobslu\u017en\u00fd syst\u00e9m IVR. <\/p>\n\n\n\n<p>Samotn\u00e1 podstata toho, \u017ee z\u00e1kazn\u00edci m\u00f4\u017eu rie\u0161i\u0165 ot\u00e1zky sami, znamen\u00e1, \u017ee m\u00f4\u017eu z\u00edska\u0165 pomoc, ktor\u00fa potrebuj\u00fa, mimo pracovnej doby v\u00e1\u0161ho call centra.\nSyst\u00e9m IVR im m\u00f4\u017ee poskytn\u00fa\u0165 aj \u010fal\u0161ie inform\u00e1cie, ktor\u00e9 m\u00f4\u017eu vyu\u017ei\u0165 na z\u00edskanie \u010fal\u0161\u00edch inform\u00e1ci\u00ed o probl\u00e9moch, s ktor\u00fdmi sa mohli stretn\u00fa\u0165. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Samoobslu\u017en\u00e9 rie\u0161enia IVR pom\u00e1haj\u00fa zefekt\u00edvni\u0165 cesty z\u00e1kazn\u00edkov<\/h2>\n\n\n\n<p>Cie\u013eom v\u00e4\u010d\u0161iny call centier je \u010do najviac spr\u00edjemni\u0165 a zjednodu\u0161i\u0165 pr\u00e1cu so z\u00e1kazn\u00edkom.\nNajlep\u0161ie samoobslu\u017en\u00e9 aplik\u00e1cie a funkcie IVR v\u00e1m to umo\u017enia a e\u0161te ove\u013ea viac.   <\/p>\n\n\n\n<p>M\u00f4\u017eete pom\u00f4c\u0165 v\u00e4\u010d\u0161iemu po\u010dtu \u013eud\u00ed za krat\u0161\u00ed \u010das a z\u00e1rove\u0148 podpori\u0165 pr\u00e1cu va\u0161ich odborn\u00edkov na slu\u017eby z\u00e1kazn\u00edkom.\nU\u0161etr\u00edte peniaze a \u010das bez toho, aby ste pri\u0161li o cenn\u00e9 kontakty. <\/p>\n\n\n\n<p>Za\u010dnite svoju cestu k zlep\u0161eniu CX teraz.\nKontaktujte n\u00e1s a prediskutujte s nami najlep\u0161\u00ed samoobslu\u017en\u00fd softv\u00e9r IVR. <\/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>Kontaktujte n\u00e1s.<\/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\/sk\/vyskusat-demo\/\">Kontaktujte sales<\/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\">\u010casto kladen\u00e9 ot\u00e1zky t\u00fdkaj\u00face sa samoobsluhy 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 \">Ako funguje samoobslu\u017en\u00e9 IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Samoobslu\u017en\u00e9 IVR m\u00f4\u017ee by\u0165 pri spr\u00e1vnom nastaven\u00ed pomerne jednoduch\u00e9.<br \/>\nZ\u00e1kazn\u00edci zavolaj\u00fa do v\u00e1\u0161ho kontaktn\u00e9ho centra.<br \/>\nSyst\u00e9m IVR ich priv\u00edta vopred naprogramovanou spr\u00e1vou, ktor\u00e1 ich vyzve, aby uviedli d\u00f4vod volania &#8211; bu\u010f prostredn\u00edctvom re\u010di, alebo stla\u010den\u00edm \u010d\u00edseln\u00e9ho tla\u010didla.  <\/p>\n<p>V\u010faka tomu syst\u00e9m pozn\u00e1 t\u00e9mu ot\u00e1zky z\u00e1kazn\u00edka, aby ho mohol presmerova\u0165 na spr\u00e1vneho agenta alebo oddelenie.<br \/>\nKe\u010f\u017ee automatick\u00fd recep\u010dn\u00fd preber\u00e1 s touto technol\u00f3giou \u00falohu oper\u00e1tora, z\u00e1kazn\u00edci v skuto\u010dnosti hovoria s \u013eudsk\u00fdm agentom a\u017e po zaraden\u00ed do spr\u00e1vneho radu.   <\/p>\n<p>V niektor\u00fdch pr\u00edpadoch mo\u017eno ot\u00e1zky z\u00e1kazn\u00edkov vyrie\u0161i\u0165 tak, \u017ee syst\u00e9m IVR poskytne pr\u00edslu\u0161n\u00e9 inform\u00e1cie.<br \/>\nM\u00f4\u017ee napr\u00edklad prehra\u0165 volaj\u00facemu nahran\u00fa spr\u00e1vu, ktor\u00e1 na z\u00e1klade jeho vstupov odpoved\u00e1 na be\u017en\u00e9 ot\u00e1zky, ako napr\u00edklad &#8222;kde n\u00e1jdem va\u0161u webov\u00fa str\u00e1nku&#8220; alebo &#8222;ako m\u00f4\u017eem zru\u0161i\u0165 predplatn\u00e9&#8220;. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ktor\u00e9 typy spolo\u010dnost\u00ed m\u00f4\u017eu pou\u017e\u00edva\u0165 samoobslu\u017en\u00e9 IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Ka\u017ed\u00e1 spolo\u010dnos\u0165, ktor\u00e1 prij\u00edma hovory od z\u00e1kazn\u00edkov, m\u00f4\u017ee vyu\u017e\u00edva\u0165 samoobslu\u017en\u00fa technol\u00f3giu IVR.<br \/>\nJe v\u0161ak pravdepodobne naju\u017eito\u010dnej\u0161ia pre spolo\u010dnosti, ktor\u00e9 prij\u00edmaj\u00fa ve\u013ek\u00e9 mno\u017estvo prich\u00e1dzaj\u00facich hovorov. <\/p>\n<p>Druhy syst\u00e9mov, ktor\u00e9 s\u00fa pre v\u00e1s najvhodnej\u0161ie, z\u00e1visia aj od v\u00e1\u0161ho rozpo\u010dtu, preto si pred rozhodnut\u00edm pozrite <a href=\"https:\/\/staging.cloudtalk.io\/ivr-phone-system-price\/\" target=\"_blank\" rel=\"noopener\">cenov\u00e9<\/a> modely <a href=\"https:\/\/staging.cloudtalk.io\/ivr-phone-system-price\/\" target=\"_blank\" rel=\"noopener\">telef\u00f3nnych syst\u00e9mov IVR<\/a> r\u00f4znych poskytovate\u013eov.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Existuj\u00fa nejak\u00e9 nev\u00fdhody samoobslu\u017en\u00e9ho IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>V z\u00e1vislosti od konkr\u00e9tneho syst\u00e9mu, ktor\u00fd pou\u017e\u00edvate, sa m\u00f4\u017ee sta\u0165, \u017ee n\u00e1stroj bude ma\u0165 probl\u00e9my so spracovan\u00edm zvukov\u00fdch vstupov od z\u00e1kazn\u00edkov so siln\u00fdm alebo nezvy\u010dajn\u00fdm pr\u00edzvukom.<br \/>\nNapr\u00edklad n\u00e1stroj vycvi\u010den\u00fd na r\u00f4zne dialekty americkej angli\u010dtiny nemus\u00ed presne interpretova\u0165 nie\u010do, \u010do hovor\u00ed niekto z Eur\u00f3py. <\/p>\n<p>Z\u00e1kazn\u00edci, ktor\u00ed nie s\u00fa obozn\u00e1men\u00ed so samoobslu\u017en\u00fdm IVR, m\u00f4\u017eu ma\u0165 tie\u017e pocit, \u017ee medzi nimi a \u013eudsk\u00fdm agentom, ktor\u00e9ho chc\u00fa oslovi\u0165, je pr\u00edli\u0161 ve\u013ea prek\u00e1\u017eok.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1710149050963\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u010co by ste mali h\u013eada\u0165 v samoobslu\u017enom softv\u00e9ri IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Azda najd\u00f4le\u017eitej\u0161ou funkciou ka\u017ed\u00e9ho samoobslu\u017en\u00e9ho softv\u00e9ru IVR je prisp\u00f4sobenie.<br \/>\nMali by ste ma\u0165 mo\u017enos\u0165 prid\u00e1va\u0165 alebo odobera\u0165 funkcie, ide\u00e1lne pomocou integr\u00e1ci\u00ed, aby ste si mohli vytvori\u0165 presne tak\u00e9 rie\u0161enie, ak\u00e9 potrebujete. <\/p>\n<p>Mal by sa tie\u017e da\u0165 \u013eahko nastavi\u0165.<br \/>\nRie\u0161enie IVR s mno\u017estvom funkci\u00ed je u\u017eito\u010dn\u00e9 len vtedy, ak dok\u00e1\u017eete ka\u017ed\u00fa funkciu skuto\u010dne naplno vyu\u017ei\u0165.<br \/>\nH\u013eadajte preto softv\u00e9r, ktor\u00fd sa vyzna\u010duje malou krivkou u\u010denia.  <\/p>\n<p>Ako pri ka\u017edom softv\u00e9rovom rie\u0161en\u00ed, aj tu plat\u00ed, \u017ee chcete ma\u0165 k dispoz\u00edcii fantastick\u00fa z\u00e1kazn\u00edcku podporu, aby ste mali pomoc v\u017edy po ruke, ke\u010f ju budete potrebova\u0165.<br \/>\nTak ako sa vy star\u00e1te o svojich z\u00e1kazn\u00edkov, mal by sa v\u00e1\u0161 poskytovate\u013e softv\u00e9ru stara\u0165 o v\u00e1s.<br \/>\nPre porovnanie, hovory na z\u00e1kazn\u00edcku podporu spolo\u010dnosti CloudTalk s\u00fa v priemere zodpovedan\u00e9 do jednej min\u00faty.  <\/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>V\u00fdskum uk\u00e1zal, \u017ee pribli\u017ene 73 % spotrebite\u013eov chce svoje probl\u00e9my rie\u0161i\u0165 samostatne. Preto s\u00fa samoobsluha IVR a \u010fal\u0161ie podobn\u00e9 technol\u00f3gie&#8230;<\/p>\n","protected":false},"author":131,"featured_media":208367,"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-232082","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/232082","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/users\/131"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/comments?post=232082"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/232082\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media\/208367"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media?parent=232082"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/categories?post=232082"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/tags?post=232082"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}