Las tendencias de movilidad actuales han transformado por completo la manera en la que nos comunicamos y accedemos a la información si comparamos nuestros hábitos con los de hace 20 años. Aunque todavía consumimos noticias por televisión o la radio y de vez en cuando hacemos llamadas telefónicas personales o de negocios, los medios y canales con los que contamos para poder transmitir un mensaje ahora son tan diversos como inmediatos.
En México, el crecimiento acelerado del uso de smartphones ha transformado no sólo la dinámica de consumo de medios, sino, la forma en que los usuarios interactúan entre ellos. De acuerdo con el Estudio de Consumo de Medios y Dispositivos entre Internautas Mexicanos del 2017 realizado por IAB (Interactive Advertising Bureau) de México, en el año pasado el 71.5 millones de personas se conectan a Internet, cifra que equivale a 60% de la población. Por si fuera poco, de estos más de 70 millones de personas, 81% lo hacen a través de un smartphone, el cual es usado de forma predominante (62%) sólo para comunicarse con sus contactos.
En este contexto, las apps y plataformas móviles de comunicación encuentran un gran mercado el cual se encuentra ávido de opciones rápidas, fáciles de usar y que permitan una interacción compatible con todo el contenido que consultan los usuarios en otras páginas. Una empresa que ejemplifica claramente estas características es WhatsApp, app de mensajería instantánea creada en 2009 y que fue adquirida en 2014 por el gigante de las redes sociales Facebook.
Whatsapp tiene más de 1,300 millones de usuarios alrededor del mundo y posee la seguridad y prestigio de pertenecer a la empresa de redes sociales más grande del mundo. En México se estima que el 93% de internautas la usan, de acuerdo al 13° Estudio sobre los Hábitos de los Usuarios de Internet en México 2017 de la Asociación de Internet.
Al encontrar esta gran gama de usuarios que utilizan esta herramienta, WhatsApp recientemente decidió lanzar la fase piloto de WhatsApp Business, producto pensado con la finalidad de que las empresas puedan interactuar con sus clientes de una forma más simple, automática y manteniendo una comunicación permanente.
WhatsApp Business le da a las empresas la oportunidad de dar un gran salto al conseguir operar un negocio interactuando con los clientes a través del canal de mensajería más utilizado por ellos. La apertura de este nuevo canal también puede venir acompañado de una automatización de la atención: simplificando la autogestión del cliente, obteniendo una ilimitada capacidad de atención, reduciendo costos operativos y aumentando satisfacción y ventas.
Por lo tanto, para que una atención por WhatsApp Business sea exitosa, la resolución de las necesidades de los clientes debe darse de forma natural. Las empresas necesitan entender la intención real de los usuarios y lo que requieren para que estos puedan tener una experiencia de resolución instantánea.
Piensa que todas las acciones que ejecuta tu empresa pueden incorporarse a una herramienta tan práctica y sencilla como WhatsApp. Desde consultar el saldo, activar un producto o poder hablar con un representante en caso de ser necesario, todo en un solo lugar simplificando la operación del usuario en una misma ventana de interacción.
Consejos para aprovechar WhatsApp Business
Antes de incorporarlo a tu sistema de atención, será de utilidad asegurarte entregar la misma experiencia de interacción en todos los canales de forma unificada (Web, Facebook Messenger, WhatsApp, Apps y otros). No es recomendable crear experiencias diferentes a las que ya tienes funcionando en otros canales. Esto hará que dupliques el esfuerzo al mantener varias plataformas y que los clientes tengan versiones distintas al tratar de resolver una necesidad.
Asimismo, es importante crear respuestas empáticas y utilizar todos los recursos que el canal te permite como mensajes multimedia, mensajes de voz, carruseles de imágenes, emoticones y otros. Entrega más que sólo información en texto plano.
También es es necesario considerar que los mensajes de voz cada vez son más usados como un complemento de los mensajes tradicionales. Son muy simples y rápidos. En este caso es recomendable contar con la tecnología que te permita interpretar y contestar los mensajes para mantener la interacción con este tipo de usuarios.
Es muy importante que tu plataforma de atención tenga reportes de aprendizaje en tiempo real (machine learning) posibilitando identificar oportunidades de mejora en la atención. Esto te permitirá evolucionar la calidad de servicio sin necesidad de un técnico o un especialista del lenguaje y que cada mejora que apliques se vea reflejada en tiempo real.
Sin embargo, el paso más importante en todo este proceso es ser empático con los clientes: ponerse en su lugar y brindarles la mejor información y atención en relación con lo que ellos buscan, son las claves fundamentales para generar compromiso o engagement y obtener mejores resultados. Si desconoces cómo hacerlo puedes asesorarte con especialistas en atención al cliente, ellos tendrán una estrategia ideal para tu compañía.
IDC calcula que las empresas dedicarán al menos 28% de su presupuesto de TI a la contratación de servicios en la nube durante 2017, con lo que inician la transición a un modelo de consumo bajo un esquema de Opex (gasto operativo).
La mayor atención a temas como la sostenibilidad, el cambio climático y otros problemas ambientales ha cambiado la forma en que muchos consumidores ven sus
El acompañamiento es crucial para un mejor funcionamiento de un sistema administrativo, pero por lo regular la consultoría es poco valorada, ya que se piensa que es innecesaria o cara.
Then he immediately stopped his hand and turned around, avoiding Yuan Shan s very Best Dose of CBD Gummies for Sleep: Benefits, Timing, and Reviews
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in order to fulfill what he said before, he could only ask cooperatively Oh Is there something special about their identities Upon hearing this, Dai Ruolan nodded hurriedly Of course To be honest, their origins are very special.However, no one came forward for a long time, and some even took several steps back subconsciously.
I just looked at them. This is the first time for the three of them to come to this kind of place.On one side were Su Peipei and the eight or nine backbones of the Qinghai Group, and on the other were several contractors headed by Du Tianhu and their cronies.
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destroy her innocence based on her innocent nature.Mr. Liang, you are wronged, Mr. Liang Upon hearing this, Qin Chuan and others kowtowed and begged for mercy.
People from both the outer courtyard and the inner hall can participate.This is the difference between us. If I want to touch you, you can only stand at attention and get beaten.
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Li Shen spoke with a bright tongue, vowed to tell Xie Jingshan about his small business enthusiastically.
He backed away. You are the monster that has been catching children everywhere lately My mother said that monsters are the best at deceiving people Mother Mother The monster is here, the monster is here The girl ran into the house in panic, A Comprehensive Analysis of Activgenix CBD Gummies Reviews: Understanding the Benefits and Reliabili
waiting for her with the kitchen knife.Jiang Yuebai swallowed his saliva, hugged the wooden box, and clutched the glass bottle hidden in his sleeves.
The place where Jiang Yuebai and Yun Shang met was one of the Snake Villages.So Jiang Yuebai hoped that she would no longer live here.
Let s die together Xie Jingshan looked back and saw that there was only the last gap left in the formation barrier.You get up first and speak. No Impact Garden CBD Gummies Scam: Reviews, Benefits, and Legitimacy
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I m so fucking envious Ah Lin
Elder Lin, the disciple didn t see the elder clearly, so I m offended Lin Xiangtian s head was buzzing, the world was spinning, and he was stumbling.He pressed one hand on the mountain wall, threw away the broken spirit stone and pointed out the technique with the other hand.
It s finally here. This is the Fierce Yang Water that was urgently refined by Dantang.How could a large number of disciples use such despicable means to seek revenge Although you and I have never met Jiang Yuebai, according to rumors, she should be a woman who is just like Cannabis Gummy Doses: A Comprehensive Guide to Edible Dosage and Effects
Zhilan, elegant and restrained.
I would like to ask all of you to come and witness it.Yu Qiuchi, your life belongs to me. You can t die without my consent As soon as he finished speaking, Yu Qiuchi moved his hands, but that was all.
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for spiritual stones, which is also a way to win over connections.But if you look closely, you can see that his eldest brother is doing it with ease, but Jiang Yuebai is a little reluctant.
Someone came to the door, and the young male cultivator became angry when he heard it.The spiritual energy injected into the talisman was immediately interrupted, and the five phantom bodies also vibrated and dissipated in the sound waves.
It was Lin Suiwan who had disappeared from the Tianyan Sect before.Let go of your hands and feet to harvest wildly, use dual magic weapons, cast spells A Comprehensive Guide to Buy Cannabis Gummies: Everything You Need to Know (lvDpW)
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My mother passed it on to me and merged with me. This is how I got the Affinity Beast.If a small secret realm is really born, , but it s not our turn to be casual cultivators.
This is also to respect Junior Sister Jiang s status as an inner disciple.The desk is placed under the window, the brush is placed on the inkstone, and half of the scriptures are copied and spread all over the long table.
so that such a sincere person can still be sincere in the future, and will not fall into inferiority, helplessness or anger and resentment.Or the eighth level of Qi training Whispers could be heard, and everyone s passionate and probing gazes made Jiang Yuebai uncomfortable.
Just as he was about to speak, several vines flew past him and strangled him tightly in his mouth, making him unable to make a sound.Grandpa, how are you Did she bully you just now Tao Fengnian smiled bitterly and shook his head, Ahem, it s not safe here.
Jiang Yuebai moved closer and found that the mountain wall was very thin and should have been shattered by the light of her sword.The foundation building pill can rely on the sect, but the foundation building recipe Five Elements Gui Zhen Gong does not exist.
Five level grass and tree art Everyone Just now Jiang Yuebai stirred his fingers, and everything grew wildly overnight.Jiang Yuebai said nothing, and just held Ge Yuchan in his arms.
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Lingjun again today, hahaha.
Only Lu Yu remained calm and calm, as if the terrifying lineups of the seven immortal cultivating sects did not seem to frighten him at all.It is Zhang Guicheng, the lord of Zhangzhou Palace At this moment, Zhang Guicheng s whereabouts have been exposed, and it is no longer easy to hide and watch the show.
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stop it However, the next scene completely stunned them I saw the leader of the Blood Hand Sect, Hong Meng, the early divine king in the early stage of transformation, facing like a bloody tornado, tearing everything apart Lu Yu did not dodge, just when Hong Meng was approaching.
Huh But at this moment, Lu Yu showed a look of surprise, and unexpectedly met an old acquaintance, Fairy Gou Rui of Netherworld Palace I saw that Gou Rui was still wearing a long black dress, charming and enchanting, but her whole body was wrapped in nether black mist, and her aura was ominous.
