{"id":8773,"date":"2021-02-10T17:07:25","date_gmt":"2021-02-10T17:07:25","guid":{"rendered":"https:\/\/www.enghouseinteractive.es\/omnicanalidade\/chat\/"},"modified":"2023-03-01T18:37:50","modified_gmt":"2023-03-01T18:37:50","slug":"chat","status":"publish","type":"page","link":"https:\/\/www.enghouseinteractive.es\/pt-br\/software-contact-center\/omnicanalidade\/chat\/","title":{"rendered":"Ferramentas de chat para o Contact Center"},"content":{"rendered":"[vc_row type=”full_width_background” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” bg_color=”#ffffff” bg_image=”6879″ bg_position=”center center” bg_repeat=”no-repeat” scene_position=”center” top_padding=”12%” bottom_padding=”4%” text_color=”light” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” enable_gradient=”true” color_overlay=”#72b5cc” color_overlay_2=”#003591″ overlay_strength=”0.8″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” parallax_bg=”true” parallax_bg_speed=”fast” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][vc_row_inner column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” text_align=”left”][vc_column_inner column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” centered_text=”true” 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column_border_style=”solid” bg_image_animation=”none”][vc_custom_heading text=”A implementa\u00e7\u00e3o do Chat da Enghouse Interactive no seu site possibilitar\u00e1 a voc\u00ea:” font_container=”tag:h6|text_align:left” use_theme_fonts=”yes” css_animation=”none” css=”.vc_custom_1616436082546{padding-right: 20% !important;}”][\/vc_column_inner][vc_column_inner column_padding=”padding-2-percent” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”top-right” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/4″ tablet_width_inherit=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][vc_column_text css_animation=”none” css=”.vc_custom_1616436097566{margin-bottom: 15px !important;}”]\n
A maneira mais eficaz de conseguir isso \u00e9 integrar um bate-papo assistido por agente na Web, sendo este o que guiar\u00e1 os usu\u00e1rios em suas pesquisas, at\u00e9 que eles encontrem o produto ou servi\u00e7o mais adequado a seus casos.[\/vc_column_text][\/vc_column_inner][vc_column_inner column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/2″ tablet_width_inherit=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][vc_column_text css_animation=”none”]Um chat tamb\u00e9m \u00e9 uma ferramenta muito poderosa para a \u00e1rea de suporte, j\u00e1 que permite enxergar o problema que o cliente est\u00e1 tendo, atrav\u00e9s de ferramentas de compartilhamento de tela.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row type=”full_width_background” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” bg_color=”#003591″ scene_position=”center” top_padding=”3%” constrain_group_1=”yes” bottom_padding=”3%” text_color=”light” text_align=”center” row_border_radius=”none” row_border_radius_applies=”bg” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][vc_custom_heading text=”O Webchat est\u00e1 se tornando rapidamente o canal preferido dos clientes e \u00e9 o canal de crescimento mais r\u00e1pido nos contact centers.” use_theme_fonts=”yes”][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” top_padding=”5%” constrain_group_1=”yes” bottom_padding=”5%” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][vc_custom_heading text=”Webchat e sua import\u00e2ncia na experi\u00eancia do cliente” use_theme_fonts=”yes”][divider line_type=”No Line” custom_height=”30″][vc_column_text]Webchat est\u00e1 se tornando rapidamente em o canal preferido dos clientes e \u00e9 o canal de crescimento mais r\u00e1pido nos contact centers. Do ponto de vista do cliente, \u00e9 imediato, f\u00e1cil e conveniente. Para o contact center, oferece grandes benef\u00edcios gra\u00e7as \u00e0 sua efici\u00eancia e alguns outros ganhos que n\u00e3o s\u00e3o alcan\u00e7ados atrav\u00e9s das chamadas de voz: os agentes podem ajudar mais clientes em menos
\ntempo e gerenciar m\u00faltiplas intera\u00e7\u00f5es em simult\u00e2neo.<\/p>\n
Uma solu\u00e7\u00e3o webchat permite ao cliente final executar v\u00e1rias tarefas ao mesmo tempo enquanto faz o seu pedido. Al\u00e9m disso, essa intera\u00e7\u00e3o parece menos comprometedora do que uma chamada de voz e, ao mesmo tempo, muito mais r\u00e1pida, j\u00e1 que o cliente tem contato em tempo real com as companhias sem ter que ouvir longos an\u00fancios ou m\u00fasica de espera.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”full_width_background” full_screen_row_position=”middle” column_margin=”90px” equal_height=”yes” content_placement=”top” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” bg_color=”#f0f0f0″ scene_position=”center” top_padding=”5%” constrain_group_1=”yes” bottom_padding=”5%” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”left-right” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”2\/12″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][image_with_animation image_url=”12423″ animation=”None” hover_animation=”none” alignment=”” border_radius=”none” box_shadow=”none” image_loading=”default” max_width=”100%” max_width_mobile=”default” el_class=”icon_120″][\/vc_column][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”left-right” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”4\/12″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][vc_custom_heading text=”Redu\u00e7\u00e3o de custos” use_theme_fonts=”yes”][divider line_type=”No Line” custom_height=”30″][vc_column_text]Webchat tem a capacidade de reduzir os custos de gerenciamento de intera\u00e7\u00f5es com o cliente, automatizando esse processo, mantendo um alto n\u00edvel de qualidade de servi\u00e7o. Oferecer atendimento para nossos clientes atrav\u00e9s do seu canal de
\ncomunica\u00e7\u00e3o preferido, resulta em um alto \u00edndice de satisfa\u00e7\u00e3o, o que nos permite construir relacionamentos longos e duradouros.[\/vc_column_text][\/vc_column][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”2\/12″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][image_with_animation image_url=”12465″ animation=”None” hover_animation=”none” alignment=”” border_radius=”none” box_shadow=”none” image_loading=”default” max_width=”100%” max_width_mobile=”default” el_class=”icon_120″][\/vc_column][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”4\/12″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][vc_custom_heading text=”Suporte para agentes” use_theme_fonts=”yes”][divider line_type=”No Line” custom_height=”30″][vc_column_text]Apoiar seus agentes \u00e9 fundamental e o sucesso dessa pr\u00e1tica \u00e9 diretamente influenciada pela tecnologia utilizada no contact center. Um fator diferencial para oferecer uma solu\u00e7\u00e3o que aumenta a produtividade da opera\u00e7\u00e3o \u00e9 garantir que a ferramenta webchat esteja totalmente integrada com outros canais de comunica\u00e7\u00e3o. Se usarmos o chat como uma solu\u00e7\u00e3o independente, n\u00e3o haver\u00e1 reconhecimento real de quem \u00e9 a pessoa com quem estamos interagindo. Por exemplo, poder\u00edamos ser clientes de uma empresa e ter gasto muito dinheiro em seus produtos ou servi\u00e7os, mas se a empresa n\u00e3o tem visibilidade disso, ent\u00e3o n\u00e3o ser\u00e1 capaz de deixar o agente saber no momento de gerenciar a intera\u00e7\u00e3o e ele vai nos
\ntratar como qualquer outro cliente.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”full_width_background” full_screen_row_position=”middle” column_margin=”90px” equal_height=”yes” content_placement=”top” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” top_padding=”5%” constrain_group_1=”yes” bottom_padding=”5%” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”left-right” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”2\/12″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][image_with_animation image_url=”7230″ animation=”None” hover_animation=”none” alignment=”” border_radius=”none” box_shadow=”none” image_loading=”default” max_width=”100%” max_width_mobile=”default” el_class=”icon_120″][\/vc_column][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”left-right” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”4\/12″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][vc_custom_heading text=”Manter o contexto de intera\u00e7\u00e3o: Omnichannel” use_theme_fonts=”yes”][divider line_type=”No Line” custom_height=”30″][vc_column_text]Os contact centers bem-sucedidos t\u00eam agentes treinados para gerenciar intera\u00e7\u00f5es em qualquer canal de comunica\u00e7\u00e3o e podem eliminar o tempo de inatividade ao lidar com eles quando o canal de voz est\u00e1 inativo. Isso significa que as ferramentas de
\ntecnologia tamb\u00e9m devem ser capazes de programar e controlar quantas intera\u00e7\u00f5es de voz, e-mail, SMS e chat o agente recebe em qualquer momento.[\/vc_column_text][\/vc_column][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”2\/12″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][image_with_animation image_url=”7902″ animation=”None” hover_animation=”none” alignment=”” border_radius=”none” box_shadow=”none” image_loading=”default” max_width=”100%” max_width_mobile=”default” el_class=”icon_120″][\/vc_column][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”4\/12″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][vc_custom_heading text=”Escalonamento de Necessidades” use_theme_fonts=”yes”][divider line_type=”No Line” custom_height=”30″][vc_column_text]Mas e se a exig\u00eancia do cliente for mais complexa? Isso exigiria um n\u00edvel muito maior de empatia que n\u00e3o pode ser resolvido apenas atrav\u00e9s da intera\u00e7\u00e3o
\nwebchat.<\/p>\n
\u00c9 muito importante ver a jornada do cliente como uma conversa \u00fanica e n\u00e3o como uma s\u00e9rie de intera\u00e7\u00f5es ou eventos separados. N\u00e3o importa se a comunica\u00e7\u00e3o come\u00e7ou com uma sess\u00e3o de chat e depois foi transformada em uma chamada de voz ou
\nv\u00eddeo.[\/vc_column_text][\/vc_column][\/vc_row]\n","protected":false},"excerpt":{"rendered":"
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