Por Clayton Da Silva | Director de Soluciones y Logros para LATAM de Zendesk.
Históricamente el Servicio al Cliente ha sido uno de los procesos más complicados para construir y operar dentro de las empresas. Se tiene la mala costumbre de concentrar las energías y, sobre todo, el presupuesto en aspectos productivos y de marketing, haciendo a un lado el paso más importante para “enganchar” a los usuarios: dar un buen servicio al cliente.
Una de las razones por las cuales suele relegarse este proceso radica en la gran complejidad que por años ha representado elaborar un efectivo y eficiente servicio al cliente. Grandes equipos de call center, ventanillas con filas interminables y trabajadores estresados por la complejidad de la tarea de atender a clientes con alguna molestia o duda.
Sin embargo, recientemente esta idea se ha ido desvaneciendo en el pensamiento de los empresarios dada la incorporación de las nuevas tecnologías para la atención de usuarios. En la actualidad las empresas están volteando cada vez más la vista a la inteligencia artificial como una herramienta de gran valor. Empresas vanguardistas tienen a su servicio agentes virtuales con atención personalizada omnicanal, a través de la cual los usuarios obtienen una respuesta inmediata sin importar la hora del día ni el medio que utilicen.
Para lograrlo es importante seguir estos pasos:
Conoce tu empresa
Es imperativo que antes de saber cómo operar con eficiencia tu proceso de servicio al cliente conozcas qué es lo que ofreces, cuáles son tus fortalezas tanto como marca y como producto, así como tus áreas de oportunidad. El conocimiento de la naturaleza de tus productos te dirá el camino para incorporar una estrategia en atención para el cliente.
Conoce a los clientes de tu empresa
Este probablemente sea el paso más importante de todos. Muchos le llaman tener “empatía”, lo cierto es que conocer con detalle las características de tus clientes, sus necesidades y sus inquietudes, te hará resolverá la mayor parte del problema.
Una vez teniendo un análisis de tus usuarios, puedes planear y desarrollar estrategias para que tus servicios y productos atiendan y respondan sus necesidades. Esta es una tarea compleja dado que los clientes suelen cambiar y adaptarse a diferentes circunstancias, mismas que pueden ser ajenas a tu propio negocio, por lo que hacer estos estudios de forma periódica será de gran utilidad para tu empresa.
Pierde el miedo a lo nuevo
¿Robots? ¿Inteligencia Artificial? ¿Agentes Virtuales? Quizá estas palabras parezcan salir de una cinta de ciencia ficción pero son mucho más comunes de lo que piensas. Las redes sociales, portales de Internet y conmutadores telefónicos ya funcionan con agentes virtuales que atienden a miles de usuarios en sólo minutos.
Incluso la inteligencia artificial se adapta y reconoce a los usuarios. No se trata sólo de dar una respuesta automatizada, así que seguiremos viendo a los agentes humanos trabajando en la resolución de problemas complejos mientras los bots se dedican a manejar tareas más transaccionales.
Acude con un experto
Esto de la Inteligencia artificial parece un mundo nuevo lo mejor que puedes hacer es acercarte a una empresa especializada. Con Zendesk, ayudamos a concentrar el conocimiento de los problemas de los clientes y la manera de resolverlos de forma automática, generando respuestas inmediatas y automatizadas a esos problemas sencillos para que los ejecutivos puedan concentrarse en solicitudes de mayor complejidad, contribuyendo así tanto al incremento en el número de casos atendidos como en la productividad de los centros de contacto. Estos sistemas le pueden brindar a los clientes respuestas e información más pertinente de forma automática y con contexto. Esto garantiza que la experiencia de la respuesta automatizada, sea satisfactoria.
Expo Cesvi 2018, como cada año, convocará a todos los participantes en la industria de la reparación automotriz, en especial la reparación por colisión.
Microsoft acerca a las personas y a las empresas a la tecnología, y este proyecto en conjunto con Schneider Electric es solo un ejemplo de los esfuerzos que se están haciendo para lograrlo.
Las PyME y los pequeños contribuyentes son, en este punto, los más afectados, pues al no prevenir con tiempo estos gastos tendrán que desembolsar una fuerte cantidad, de un día para otro, para tener dichas actualizaciones.
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There is nothing you can ask for. As long as I can do it, just say it.Du Heng arranged a few more words and then left the ward with Li Jianwei.
She treated Wang Shuqiu s father like a son in law and a son in law.However, there is no such thing as cancer in our traditional Chinese medicine.
For pregnant women, this is a taboo medicine. Even a small amount can cause irreparable mistakes.Then Du Heng called the female doctor and asked her to be responsible for Feng Su s initial hospitalization.
Du Heng shook his head and said coldly, There s nothing to talk about.If he wants to vomit, let him vomit. Then he didn t care about what happened next and took the time to drive.
Moreover, whether Du Heng can read or study, he is not qualified to comment or evaluate, because Du Heng now knows more than him.But let me ask you another question. I believe you must have been here before.
The illusion of university. Could it be that Li Jianwei didn t teach himself well Xiao Su looked at Li Jianwei secretly.Didn t they give any advice on how to deal with it After hearing this question, The expression on Feng Su s face became even more depressed, and even the two assistants next to him had bitter expressions on their faces.
While Du Heng was discussing the marriage, Mei Dong, who was in charge of women and children, also finished his morning affairs.During the two days of shooting, the shooting guy s level of following the shooting there was no improvement.
Although there are not many vegetables, there are many kinds.He is 103 years old and can still treat people. He is a health doctor, so others will definitely have no objections.
When he said this, Wu Buwei suddenly leaned forward like a thief, and whispered, I heard our dean say that the province and city have prepared scientific research for traditional Chinese medicine this year.During this process, all those who were qualified to sign signed their names very readily.
When the reporters come later, let her explain it properly.From the health center to the top three, the span is endless.
That s good, let s talk about the third point. As long as you can be promoted to deputy director in the hospital, then you will definitely have a quota in the establishment.Du is free tomorrow Lan Changhua winked at Du Heng, Zyg0b How To Choose Cbd Gummies Ba3n and Du Heng immediately understood, If I don t have anything to do tomorrow, I ll just wander around.
Du to me, and I ll go and find out more about it. Mei Dong didn t want to ramble on, If possible, we can ask Dr.But who knew that Wu Shengnan, who was so moved and coquettish just a second ago, had happily collected all the cards and started to thank them one by one.
The aunt s face turned red as if she wanted to bleed, but after hearing Du Heng s last words, she still said, There are quite a few, three or four times a day.
Por Clayton Da Silva | Director de Soluciones y Logros para LATAM de Zendesk.