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.
Las tendencias para las áreas clave en las organizaciones se dirigen hacía la contratación de personal estratégico y adopción de tecnologías de la información.
Superar los cuellos de botella en la cadena de suministro requiere un enfoque integral. Desde la identificación de problemas hasta la implementación de tecnologías y la contratación de personal adicional, las estrategias deben adaptarse a las necesidades específicas de cada empresa. La inversión en tecnologías innovadoras y la colaboración con expertos en logística son pasos clave hacia una cadena de suministro fluida y eficiente. Con un enfoque proactivo, las empresas pueden anticipar desafíos y garantizar un flujo continuo de productos hacia sus clientes.
Los minoristas deben conocer la composición demográfica de sus clientes para tomar mejores decisiones sobre publicidad, colocación de productos y diversificación de mercancías.
He walked into a shop called Baodan Pavilion and went directly to the fourth floor.Three alchemy masters have used Taichu Baoding for nearly a thousand years, and many alchemy masters have continued to use it since.
Based on the characteristics of Nanming Lihuo, ibz15 came up with this plan after countless simulations.If you could join a large sect somewhere, you would have access to so many classics Fellow Taoist, wait a moment, let me do the math The early stage Golden Elixir cultivator did not expect that Li Shiming would take all of it.
This takes time to complete slowly, which is why Li Shiming doesn t want to give up Wan Jianfeng.Not to mention that monks are not afraid of radiation, according to the radiation analysis of the natal magic weapon IBMz15 on the sword shaped magic weapon Hell weary Crystal , it was concluded that it has a harmful impact on Nascent Soul monks.
A large number of monks gathered here, and these monks formed a commercial area around Yuxiang Trading Company, making this peninsula look extremely prosperous.Now the old Marquis can t protect you. What Qin Hu opened his eyes When he looked around, he saw that he was staying in a tent, and in front of him was a soldier wearing leather armor.
Many monks are gathering from all directions, and even many golden elixir monks are coming to join in the fun.Of course, this is conceivable. Most of the golden elixir monks at the Great Elder level are in a state of retreat.
When she thought about it, Yin Shilan must have been angry when she left without saying goodbye.I ve met the master Elder Jian opened his eyes and saluted Patriarch Lu.
I went into seclusion because I suffered some injuries in the battle with the Great Elder Shi Ming Li Yuanba admitted.Why did the monk of Xuanming Sect bring two storage bags He no longer had any psychological pressure.
At the same time, drones and satellites are always monitoring the movement of the flying boat.But this is a specialty of the Holy Ice Sect, and its output is very small.
It was almost impossible to obtain so many third grade resources by emptying the treasure troves of multiple forces.He also did not want the Yuqing Sect to find out that Li Shiming had practiced the Yu Qing Thunder Code.
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Ye Ling calmly flew to the ice sculpture of Dongyang Sect Senior Brother, melted the ice on his right hand, and snatched the talisman Seeing that Senior Brother Deng was in danger, all the disciples of the Dongyang Sect started shouting Old Monster Su from the Demon Flame Palace If you kill Senior Brother Deng, our whole sect will be your enemy Ye Ling was slightly startled and looked around.
If you are exhausted, I will use the crane talisman to resist the upcoming catastrophe for you.At this time, beside the armor ring, the Golden elixir Taoist nun from the Five Elements Immortal Sect suddenly stood up.
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so miserable So although Ye Ling was wary, he continued to crack the ice coffin s forbidden formation and continued to analyze and deduce it.Please accept it with the captain s approval. Hongtang and Qingwan both frowned slightly, very dissatisfied with Yao Guangxu s departure from the team.
Although they were dressed luxuriously, they could not conceal their embarrassment.Come on, the wind spirit energy contained in it is really appalling Ye Ling thought for a moment and took a picture of the demon sealing map.
The cliffs and trees in the Zeshan Mountains and the demon cultivators on the seaside are also difficult to detect.The door must have encountered some trouble. This sound hit the guarding monk s ears, making his whole head buzz, as if his head had grown three times.
Huh No There are people on the backs of both sea beasts They are calling us, go and ask for help Four Golden Pavilion Immortals The disciples of Sect first exclaimed.When the ice coffin was opened, there was only a child s skeleton in the entire coffin, which was as smooth as ice jade.
We three sisters will have to go there one by one later.Ye Ling thought about all this and couldn t help but feel The sneer didn t show on his face, but he pretended to mutter Junior, I have received Shi Zun s great love.
Discounted Worse than an eighth level spirit beast, only a fool would buy it.He drove his sword light through remote mountain ravines.
Young Master Miao pointed. Looking at the Golden Crow Cave, he said with great satisfaction Master Mu Alchemy, please take a look This huge cave was recently acquired by our Nanyu Sect.Ye Ling also No matter where you are, the most important thing now is to heal When he was finally teleported, Ye Ling was attacked by the consciousness of the Red Lotus Fairy.
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It was indeed an eighth level tiger demon. At this moment, it was glaring at Jiang Yuebai.She doesn t know where to play yet. Xie Jingshan continued to walk forward and said in a muffled voice The Fengyun Club is held every fifty years by the Kong Fang family, representing the cultivating family, together with the sect alliance Finding the Best Sleep Weed Gummies for a Restful Night's Sleep (hviXH)
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All our wishes and hatreds can be dissipated. Moreover, I was too much towards you last time.The spiritual fruit tree was so huge that Jiang Yuebai couldn t finish it in a short while, so he had to cut the spiritual fruit tree into small sections and put thirteen snake slough fruits into jade boxes.
leave. Yun Shang quickly followed, As you can see, the secret labyrinth has two layers, the inner and outer.Later, she looked for soul shaking stones or similar things wherever she went.
He turned around and struck with a hammer. The swords clashed and sparks flew.Shen Jinghao insisted on bowing, Not only to thank you for saving your life, but also to apologize for my unintentional words back then, which caused you to be betrayed and almost lost your life.
The more outstanding she is, the less capable she is.Don t be afraid, I ll go up and meet her. Lu Yantong jumped onto the ring, looking domineering.
Yun Shang nodded, and Xie Jingshan also said, Yes, you didn t do anything wrong if you said anything.In the end, the big toad was indifferent
If you insist on forcing me to call Qionglin Tiger to talk to you, I will go now.
The surrounding evil mist surged and closed. Jiang Yuebai changed the wooden escape talisman, rushed into the ancient tree nearby, and escaped and disappeared.Jiang Yuebai My heart tightened, and I immediately raised my skirt and knelt down.
Jiang Yuebai held her hand, and Zhuo Qingfeng hurried to hold her arm.Comprehend the power of thunder, be proficient in two kinds of weapons, and can instantly form magic with one hand.
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It will be foolproof. After all, foreigners were discriminated against outside, and she didn t want to be captured and made a slave for no reason.I found that you are not bad at talking. When you mentioned spiritual beasts, your eyes were bright and you were very talkative.
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Knowing that Miao Jin used poison, she kept holding her breath.Han Qiusheng and Chu Tiankuo are old friends. The two of them hit it off immediately and went back together to buy ingredients
Chen Chuqing helped, Chu Tiankuo came to cook, Qin Fengan, Jiuxiao and others were waiting to eat.
This is the special authority that Mr. Chu gave me to nirvana.Mian, you really let us down Faced with the accusations from others, Wu Mian almost buried his head in his crotch.
When exactly Miao Jin did not speak, but gently raised a hand in her direction.You brat, look at your mother The disciple roared, then jumped up and flew towards Miao Jin.
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He paused. the conversation changed, and when he looked at Qin Feng, the elegance and gentleness before were completely gone.
Why are you standing there Let s thank our friendly team for their concern and send Captain Xu off to lead the team to Li Shen Congratulations to Captain Xu to lead the team to Li Shen Although it was a respectful send off, Xiongying s expression was extremely ugly.Liang, did Revolutionize Your Liver Health with CBD Gummies for Liver: A Game-Changing Approach to Wellness
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After finishing speaking, a man s deep voice came from inside Let him come in.I really don t believe that a guy who can A person who can kill a warrior in the late stage of the Mysterious Realm with one move would be willing to be a major shareholder in a mere Qinghai Group.
But everyone knows that he just lost. From childhood to adulthood, Wu Mian has always been a star studded person.At that time, he really thought that he might as well just sleep.
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Qin Feng was very satisfied with Liu Yuchang s analysis and looked at him deeply.
True cause of death. Qin Feng did not get angry, but looked at the man in front of him with a smile So what Mr.
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