{"id":2508,"date":"2019-09-23T13:15:15","date_gmt":"2019-09-23T11:15:15","guid":{"rendered":"https:\/\/www.profesionalhosting.com\/blog\/?p=2508"},"modified":"2024-02-02T11:25:45","modified_gmt":"2024-02-02T10:25:45","slug":"la-revolucion-del-soporte-esta-aqui","status":"publish","type":"post","link":"https:\/\/www.profesionalhosting.com\/blog\/hosting\/la-revolucion-del-soporte-esta-aqui\/","title":{"rendered":"La revoluci\u00f3n del soporte ha llegado"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_79_2 ez-toc-wrap-left-text counter-hierarchy ez-toc-counter ez-toc-transparent ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Tabla de contenidos<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Alternar tabla de contenidos\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.profesionalhosting.com\/blog\/hosting\/la-revolucion-del-soporte-esta-aqui\/#Evolucionamos_al_modelo_de_conversacion\" >Evolucionamos al modelo de conversaci\u00f3n.<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.profesionalhosting.com\/blog\/hosting\/la-revolucion-del-soporte-esta-aqui\/#%C2%BFY_Como_abro_una_incidencia_ahora\" >\u00bfY C\u00f3mo abro una incidencia ahora?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.profesionalhosting.com\/blog\/hosting\/la-revolucion-del-soporte-esta-aqui\/#Como_indicar_con_quien_quiero_hablar\" >C\u00f3mo indicar con quien quiero hablar.<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.profesionalhosting.com\/blog\/hosting\/la-revolucion-del-soporte-esta-aqui\/#Algo_mas_que_saber\" >Algo m\u00e1s que saber.<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.profesionalhosting.com\/blog\/hosting\/la-revolucion-del-soporte-esta-aqui\/#%C2%BFEntonces_ahora_todo_es_mas_directo\" >\u00bfEntonces ahora todo es m\u00e1s directo?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.profesionalhosting.com\/blog\/hosting\/la-revolucion-del-soporte-esta-aqui\/#%C2%BFDesde_donde_puedo_abrir_una_conversacion\" >\u00bfDesde donde puedo abrir una conversaci\u00f3n?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.profesionalhosting.com\/blog\/hosting\/la-revolucion-del-soporte-esta-aqui\/#%C2%BFQue_pasa_con_los_Ticket_antiguos\" >\u00bfQu\u00e9 pasa con los Ticket antiguos?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.profesionalhosting.com\/blog\/hosting\/la-revolucion-del-soporte-esta-aqui\/#Te_dejamos_un_video_para_que_puedas_verlo_por_ti_mismo\" >Te dejamos un video para que puedas verlo por ti mismo.<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/www.profesionalhosting.com\/blog\/hosting\/la-revolucion-del-soporte-esta-aqui\/#En_resumen\" >En resumen:<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>\u00bfTe gustar\u00eda que mejor\u00e1semos nuestro sistema de soporte v\u00eda Ticket? \u00bfTe gustar\u00eda que fuera m\u00e1s cercano y personalizado?\u00bfTe gustar\u00eda un soporte pensando en la satisfacci\u00f3n y necesidades del cliente?&nbsp;<\/p>\n\n\n\n<p>Imagino que te gustar\u00eda que mejor\u00e1semos todo lo anterior, por ellos hemos decidido redefinir el concepto de la palabra tickets a valores con los que ProfesionalHosting se identifica.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Evolucionamos_al_modelo_de_conversacion\"><\/span>Evolucionamos al modelo de conversaci\u00f3n.<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Nos encanta romper barreras y hacer las cosas distintas, el sistema de <s>Ticket<\/s> (si tachado para nosotros ya no existe) no puede cumplir las expectativas anteriormente mencionadas y tiene que evolucionar a algo mejor m\u00e1s centrado en tus necesidades. <\/p>\n\n\n\n<p>En ProfesionalHosting hemos elegido una vez m\u00e1s el camino innovador y ser pioneros en suprimir el sistema tradicional <s>Ticket<\/s> de forma definitiva y pasarnos al modelo de conversaciones con los clientes muy centrado en resolver al cliente cualquier conversaci\u00f3n o consulta en el menor tiempo posible y con el mayor grado de conformidad por parte del mismo.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%C2%BFY_Como_abro_una_incidencia_ahora\"><\/span>\u00bfY C\u00f3mo abro una incidencia ahora?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"665\" src=\"https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/capturaclicencomercial-1024x665.png\" alt=\"\" class=\"wp-image-2510\" srcset=\"https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/capturaclicencomercial-1024x665.png 1024w, https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/capturaclicencomercial-300x195.png 300w, https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/capturaclicencomercial-768x499.png 768w, https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/capturaclicencomercial-696x452.png 696w, https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/capturaclicencomercial-1068x694.png 1068w, https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/capturaclicencomercial-646x420.png 646w, https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/capturaclicencomercial.png 1302w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>El cambio no implica cambiar tu forma de trabajar, puedes hacerlo igual que antes pero debes considerar que una consulta o incidencia es una \u201cNueva conversaci\u00f3n\u201d.&nbsp;<\/p>\n\n\n\n<p>Por lo tanto al igual que siempre, o bien lo haces enviado un email desde tu email autorizado o con el que contrataste el servicio, entrando al \u00e1rea de cliente y abriendo el Chat de la derecha y d\u00e1ndole a nueva conversaci\u00f3n o simplemente haciendo clic como siempre en soporte \u201cAbrir incidencia o conversaci\u00f3n\u201d.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"365\" height=\"706\" src=\"https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/contento.png\" alt=\"\" class=\"wp-image-2512\" srcset=\"https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/contento.png 365w, https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/contento-155x300.png 155w, https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/contento-217x420.png 217w\" sizes=\"(max-width: 365px) 100vw, 365px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Como_indicar_con_quien_quiero_hablar\"><\/span>C\u00f3mo indicar con quien quiero hablar.<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Sencillo hazlo de forma natural, abres una conversaci\u00f3n bien por el Chat o bien por email y en tu primer mensaje indica algo as\u00ed:<\/p>\n\n\n\n<p>\u201cBuenos d\u00edas, quiero hablar con el departamento de soporte, tengo un problema a configurar el correo en mi ordenador, pod\u00e9is ayudarme con una gu\u00eda o conect\u00e1ndose a mi equipo\u201d<\/p>\n\n\n\n<p>La plataforma reconoce ciertos patrones en la primera pregunta y entrega dicha nueva conversaci\u00f3n al operador disponible m\u00e1s v\u00e1lido para responder a dicha consulta directamente.&nbsp;<\/p>\n\n\n\n<p>Y no solo eso, si detecta que necesitara alguna informaci\u00f3n para resolver tu consulta, empezar\u00e1 a pedirte datos(en activo en este momento).&nbsp;<\/p>\n\n\n\n<p>En este caso puede pedirte que le indiques que cual es tu cliente de correo, e incluso enviarte la gu\u00eda, si el problema persiste te pasaran con el operador y si es necesario se conecta a tu equipo para solucionarlo.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"376\" height=\"708\" src=\"https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/captura.png\" alt=\"\" class=\"wp-image-2511\" srcset=\"https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/captura.png 376w, https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/captura-159x300.png 159w, https:\/\/www.profesionalhosting.com\/blog\/wp-content\/uploads\/2019\/09\/captura-223x420.png 223w\" sizes=\"(max-width: 376px) 100vw, 376px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Algo_mas_que_saber\"><\/span>Algo m\u00e1s que saber.<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Mi consejo es que abras una conversaci\u00f3n o incidencia individual por cada incidencia o duda, para que las conversaciones no se mezcle y sean complicadas de seguir tanto para ti como por parte del equipo de atenci\u00f3n al cliente.<\/p>\n\n\n\n<p>Es un sistema intermedio entre una llamada que es en vivo y un <s>ticket<\/s> que es en diferido. Se trata de agilizar todo lo necesario para resolver la pregunta e incidencia y resolverla si es sencilla de resolver, en caso de que no sea sencilla, no tienes que estar online, se te informa por email cuando el problema est\u00e9 resuelto.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%C2%BFEntonces_ahora_todo_es_mas_directo\"><\/span>\u00bfEntonces ahora todo es m\u00e1s directo?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Si, es un sistema m\u00e1s cercano pensado en ti, que permite tener un trato personalizado y a medida, conocer\u00e1s quien te soluciona el problema y podr\u00e1s evaluarlo.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%C2%BFDesde_donde_puedo_abrir_una_conversacion\"><\/span>\u00bfDesde donde puedo abrir una conversaci\u00f3n?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Puedes abrir una conversaci\u00f3n desde diversas, no solo desde la web.<\/p>\n\n\n\n<p>Por ejemplo podr\u00e1s abrir una incidencia desde la web de Profesional Hosting o crear una conversaci\u00f3n a trav\u00e9s de un mensaje privado en el perfild e FaceBook ade ProfesionalHosting o el perfil de Twitter.<\/p>\n\n\n\n<p>En el caso de que abras la conversaci\u00f3n desde las redes sociales, no tendr\u00e1s porque irte a la web de ProfesionalHosting, podr\u00e1s seguir la conversaci\u00f3n desde las propias redes sociales.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%C2%BFQue_pasa_con_los_Ticket_antiguos\"><\/span>\u00bfQu\u00e9 pasa con los Ticket antiguos?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Los mantenemos como hist\u00f3rico, tanto en el \u00e1rea de cliente como en nuestra Intranet interna. En 12 meses desaparecer\u00e1n del \u00e1rea de cliente.<\/p>\n\n\n\n<p>En caso de tener un ticket antiguo no te preocupes, simplemente responde por email a dicho ticket y se abrir\u00e1 autom\u00e1ticamente una nueva conversaci\u00f3n en el nuevo modelo de atenci\u00f3n al cliente.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Te_dejamos_un_video_para_que_puedas_verlo_por_ti_mismo\"><\/span>Te dejamos un video para que puedas verlo por ti mismo.<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<figure class=\"wp-block-embed-youtube wp-block-embed is-type-video is-provider-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<div class=\"ast-oembed-container \" style=\"height: 100%;\"><iframe loading=\"lazy\" title=\"Como utilizar intercom\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/JItlCThORr0?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/div>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"En_resumen\"><\/span>En resumen:<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<ul class=\"wp-block-list\"><li>Abre incidencias o conversaciones de forma m\u00e1s sencilla, desde cualquier sitio y lugar.<\/li><li>Podr\u00e1s abrir las conversaciones desde nuestras redes sociales FaceBook y Twitter a trav\u00e9s de un mensaje privado.<\/li><li>Puedes abrir una conversaci\u00f3n o incidencia desde email como siempre o desde el \u00e1rea de cliente.<\/li><li>Soporte m\u00e1s personal que nunca antes, podr\u00e1s saber con qui\u00e9n hablas y valorar su trato y resoluci\u00f3n.<\/li><li>Conversaciones m\u00e1s interactivas usando emoticonos. GIFs o subiendo archivos.<\/li><li>Mayor eficiencia y gesti\u00f3n de incidencias por parte del Staff de PH, lo cual se traduce en incidencias cerradas completamente y m\u00e1s r\u00e1pido.<\/li><\/ul>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00bfTe gustar\u00eda que mejor\u00e1semos nuestro sistema de soporte v\u00eda Ticket? \u00bfTe gustar\u00eda que fuera m\u00e1s cercano y personalizado?\u00bfTe gustar\u00eda un soporte pensando [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":2509,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"image","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[3],"tags":[],"class_list":["post-2508","post","type-post","status-publish","format-image","has-post-thumbnail","hentry","category-hosting","post_format-post-format-image"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.6 - 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