El éxito en los negocios va más allá de vender buenos productos a los clientes; la mayor parte de las personas además de buscar obtener algo a cambio de su dinero, quiere una experiencia de principio a fin, la cual es enriquecida por el servicio al cliente, pieza fundamental en la relación entre empresa-consumidor. Para alcanzar la verdadera lealtad de los usuarios, la calidad en el servicio de la atención que se les proporciona debe ser una prioridad.
Si bien a través de los años la forma en que se brinda atención a los usuarios ha ido sufriendo cambios y adaptaciones, este servicio ha recobrado un gran protagonismo desde que las nuevas tecnologías irrumpieron en los procesos de compra de los productos.
La evolución de los canales de contacto
El teléfono fue y reinó durante varias décadas como el medio por excelencia para comunicarse con el cliente. Desde un comienzo, hizo más fácil y rápida la forma de comunicarnos, acortando distancias y aumentando la satisfacción de los clientes, además de permitir una comunicación bidireccional e inmediata.
Posteriormente, con la llegada de Internet, el correo electrónico permitió manifestar cualquier duda o inconveniente dejando un registro como soporte de dicha comunicación.
Con el apogeo y el nivel de penetración de internet en la vida cotidiana, las empresas y los clientes elevaron su nivel de interacción añadiendo la posibilidad de traer la vitrina de sus productos hasta la puerta de sus casas. Aunado a esto, las preguntas frecuentes redujeron el ciclo de contacto y relación con cada caso. Asimismo, se añadió el “chat en línea” con la finalidad de resolver rápidamente los problemas de los clientes y elevando la satisfacción de usuario.
La incursión de los teléfonos móviles incrementó la capacidad de los consumidores para interactuar con las empresas, exigiendo respuestas más rápidas a través de múltiples canales, que ahora se encuentran al alcance de la mano.
En la actualidad, la comunicación de las empresas con los usuarios alcanza las redes sociales, manteniendo un trato directo y personalizado con los clientes quienes activamente manifiestan los aciertos y errores de las empresas, mismas que cuentan con la capacidad de responder y solucionar los problemas que se presentan cotidianamente.
Si consideramos que el número de personas que utilizan la Internet en México se eleva a más de 65 millones de acuerdo al Estudio sobre los Hábitos de los Usuarios de Internet en México 2016 de la Asociación Mexicana de Internet, las empresas se encuentran obligadas a maximizar su atención a través de diferentes canales, siendo congruentes en todos ellos, es decir, entregando la misma experiencia, lo que hace a la esencia de la omnicanalidad.
La asistencia virtual (omnicanalidad + inteligencia artificial)
La tecnología no detiene su paso y se encuentra en constante evolución, por lo cual el servicio al cliente debe mantener el ritmo de dichos cambios. En la actualidad, las empresas atienden a un usuario omnicanal y el reto consiste en tener la capacidad de atender las demandas a través de todos los canales existentes, y ser constante en todos ellos.
El tiempo ha pasado y no sólo han cambiado los canales para ofrecer el servicio al cliente, sino también los consumidores mismos. Según el mismo estudio citado de la Asociación Mexicana de Internet, 77% de los usuarios de Internet en nuestro país entre 19 y 34 años, utilizan su smartphone como medio de acceso a la Web.
De hecho, los latinoamericanos entre 18 y 34 años son quienes pasan 12.7 horas al día usando su smartphone según el IMS Mobile in Latam Study, 2016. Además, en Latinoamérica las aplicaciones más usadas diariamente en el segmento millennial son WhatsApp, Facebook y Facebook Messenger. Por lo que tener presencia en redes sociales es imprescindible para cualquier marca.
Debido a su gran dominio de la tecnología, su necesidad de rapidez en las respuestas, su alto consumo de productos online como redes sociales y su exigencia por asistentes con personalidades desenfadadas, el segmento de usuarios de 18 a 34 años son el mercado ideal para el desarrollo de plataformas de atención y servicio al cliente que transformen la experiencia de los consumidores por completo.
Es así como surgen los asistentes virtuales (conocidos como agentes, bots o chatbots), a través de los cuales se abre paso a la Inteligencia Artificial enfocada en atender al cliente de forma inmediata. AIVO, desarrolladora de software que ofrece una nueva experiencia de interacción entre las empresas y sus clientes a través de soluciones tecnológicas con Inteligecia Artificial, confirma que los asistentes virtuales tienen la capacidad de interactuar con todos ellos al adaptar sus respuestas de acuerdo al canal que estén utilizando, incluidas las redes sociales. Además, los asistentes virtuales ofrecen atención las 24 horas, los 7 días a la semana.
La incursión de los asistentes virtuales en la atención a clientes es el siguiente paso que tendrán que dar las empresas para poder abarcar el vasto universo de comunicación con el que se enfrentan en el presente y así seguir satisfaciendo las inquietudes de los usuarios. Renovarse o descuidar a los consumidores, esa es la cuestión.
La IA está siendo aprovechada por la industria de viaje como una oportunidad para atender a sus clientes de una forma más personalizada y más económica.
Acompañar activa las neuronas llamadas espejo que contribuyen a que entendamos el dolor de otras personas, a tranquilizarnos y hacer que los otros se sientan comprendidos.
La participación del ferrocarril en el transporte de carga en México ha crecido de manera continua y ha alcanzado niveles comparables con varios de los grandes sistemas ferroviarios del mundo.
This time they did offend a terrible person, and now the situation becomes difficult to handle.Crouching Tiger Zhenjun is indeed an old monster who has lived for nine hundred years.
The reason why they are like this is to please the Baimei Ghost King, just like the concubines to the emperor.I don t know how to charge for this customized magic weapon and ghost weapon.
At worst, the battle would be suspended. He would first think of a way to protect the Iron armed Monkey After the Iron armed Monkey transformed, he would also With one more Yuanying level helper, the chance of winning might be better then.The level is naturally not low. Even after countless years, it is not easy to break.
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Mr. Lingxu had said before that the mother voodoo would eat the female corpse eating worm after mating, and the mother voodoo s birth was not 100 successful.You can t find a Nascent Soul monk who is more than a hundred years old, even in the entire Gufeng Continent.
Seeing others being hurt one after another, and the situation on the field becoming more and more unfavorable to his side, the Giant Ghost King immediately became anxious.So the only explanation is that Qingyang and the others Different, he is a fairy monk.
Seeing this situation, the Ghost King Huanxi and the Ghost King Linglong stopped immediately.Because Xiying s lifespan was slightly shorter, Xiao Yuhan took the golden elixir.
Now that Qingyang has reached the first level of Yuanying, he is also at the fifth level of Yuanying, but he is still a little behind.For such a large sect, there will definitely be a treasure house in the public school.
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Having made up his mind, Qingyang turned around and was about to leave.Now that the seniors are raising the flag of rebellion to overthrow the Blood Demon Sect, we will follow them to the death.
Several demons from Hengyun Mountain The king has been able to speak out for justice before, and I am very grateful for this.
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5000 units of Centaur leader, 2000 units of combat dwarves, 540 units of phantom archers, 145 units of silver pegasus, 390 units of shadow swordsmen, 26 units of deadwood guards, 6 units of unicorns.If it weren t for the black dragon leather armor, it would definitely be a chilling heart, soaring heart rhythm.
With the allocation of 5,000 skill experience points, Zhao Hao s undead wizard s strength has undergone a qualitative change.He will be sent to Youzhou to serve in the army and retain his title.
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Next, we need to let some people know what beatings from society mean.Zhila In the sound of tree trunks shaking. The big trees suddenly turned into ten meter high deadwood warriors, and their wooden arms slapped down heavily.
The opponent himself is a champion level strongman, so don t be too easy to avoid it, it is a complete waste of time.Exchanging supplies, requesting services, etc. all require internal contributions.
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It was obvious that he would not survive for long. There are two people on the other side.The dead one was cremated on the spot, and then continued to the depths of Yinfeng Gorge.
No one came to disturb them, and the surroundings gradually became quiet.Refined iron is not precious, but it has a wide range of uses.
However, the pressure that The Appeal of Keto Gummy Oprah: Insights into Celebrity-Endorsed Products the foundation building monks put on him was too great, and Qingyang did not After speaking, he didn t dare to leave casually.Back then, the Liang family in Yuling City received gifts worth more than a thousand spirit stones on the occasion of the family head s ninetieth birthday.
Seeing that the fire tongs were getting closer and closer to him, General Chuan Lin couldn t help but become anxious and shouted, Fei Yusheng, Hui Xuzi, if you don t take action, I will turn into a roast pig.As for the remaining people, they were all injured when they got rid of the two third level forest piercing beasts and the sneak attack.
So he directly used his trump card, the Soul Capturing Bell.He threw the Soul Calling Bell away and rushed back.
Some other useful The sundries that can t be purchased can be Nucentix Keto Gummy: What Sets It Apart? sold for hundreds of spirit stones.The man who stood next to Qin Ruyan and showed courtesy from time to time, making Deng Changting glare at him but there was nothing he could do about it, was called Kou Yuchang, and there was also a foundation building monk in his family.
With the support of a large amount of soilless rice planting technology, coupled with the almost omnipotent perception and micron level control of consciousness in the computer room space, if this fails, he will have no other way to grow spiritual rice in a short time.This indicated that someone had been there not long ago, and his eyes continued to scan the surroundings.
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Besides, the matter of Han Tianlei setting a trap for him this time must be settled after he returns.He didn t take any protective measures. On the one hand, this was the secular world.
Here we have to talk about the fighting instinct of bronze corpses.These spiritual weapons are either not suitable for use or are of low quality, but these are memorable items and his adventure experiences.
After Li Shiming set up the small mountain protection formation, he still had a lot to do.How could he be allowed to take risks at will Besides, this foundation building battle is between Qianba Temple and Senluo Sect to resolve their hatred, and it has not yet developed to the extent that the other two sects of the Right Path will also participate.
Nezha, who has three heads and six arms, grabs him as soon as he appears.This gave him the confidence to face Elder Jindan. It could at least give Elder Lu Keto Now: The Instant Ketosis Solution Featured on Shark Tank some relief and give him a chance to call for help from the other Elders Jindan.
It is a very critical step to combine the natal magic weapon Gui Yi Sword with this body.When does he relax his vigilance, it is during the process of seizing the body.
Por Martín Frascaroli | Fundador y CEO de Aivo.