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.
Acertar en el uso de herramientas y plataformas tecnológicas hará de nuestros recursos los astros principales capaces de transformar el mercado y encantar al consumidor.
Los usuarios del software de Bentley pueden presentar sus proyectos en el programa de los Premios Year in Infrastructure, independientemente de la fase en la que se encuentre el proyecto.
Entre el 17 de enero y el 7 de febrero despegaron más de 163 aviones cargueros desde Ecuador y Colombia, triplicando el promedio de envíos regulares semanales.
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Although God K is young, he definitely has the style of a real business owner.At least, the vast majority of short term active funds in the market are gambling on Yixing Video.
Fang Hong will naturally know how to act appropriately, and will not talk about these things until there is an explicit regulation in the future.Qin Feng on the stage said methodically with a smile There is no doubt that Xingyu Technology is now We are in an extraordinary period of development.
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This is a financial behavior in the secondary market.Digital Brother is in the third wave of the 500,000 yuan chasing game.
Many viewers feel extremely ashamed. God K is obviously so young and close in nature but so high spirited.This reversal operation is really a show, I have never seen such a shameless person.
It s because of your fault. If you found him out in person, you would feel better.Its eight major strategic investment directions have basically been covered.
When it comes to copying copycats in the mobile phone industry, Nietzsche said that the second is the second.With the weekend weekend over, Monday, October 31st, A shares ushered in the last trading day of October.
Naturally, it is with your feet. vote. That night, the news spread in the e sports circle.They never expected that the boss who had always been the hands off boss could quietly compete with a giant To 6547 Cbd Gummy Benefits Uses And Reviews Of Cbd Edibles like Fang Hong.
Done. Fang Hong nodded. After a moment, the beautiful assistant raised her eyes and looked at Fang Hong again and Experience 38 The Triple Threat Of Cbd Cbg And Cbc A Comprehensive Guide To Cbd Cbg Cbc Gummies said Quantitative Capital s trading accounts in overseas markets are currently in open status.Today s market is so bad, Quantitative Capital still opened sharply higher by 6.
The suddenness of the bull caught many people off guard.Today, foreign capital is buying heavily again through QFII channels.
All the work has been prepared, and it has become a national level super large project company.The comments exploded, and the discussion heated up to a new high.
Something big must have happened, a black swan level event has definitely happened.To put it bluntly, in the new city, there are really not many people who dare to risk offending the galaxies, otherwise they will not be able to hang out in this city in the future.
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It s a pleasure to cooperate. Maybe we will have other cooperation in the future Shinhwa extended his hand.Isn t it because there is a ready made example like the Raging Dragon.
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A bat with some golden patterns on its body appeared behind the Lord of the Flies, transformed into a human form and waved out its claws.
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Only if I die in battle can it prove that the Green Field Army has not retreated.The Minotaur s meat was highly nutritious and chewy, making them extremely excited.
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Only the undead that she creates are the foundation for her position within the undead.This special vampire was transformed from the Vampire King, and his fighting power is terrifying.
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President, aren t we going up Black Star asked in a low voice.
Tens of thousands of Crusaders stood in front like a steel city wall, blocking the devil s attack.As long as his family had some blood, he could get it back no matter how many thrones he won in the future.
The woman was the eldest daughter of Chen Guogong s family, named Chen Ruoli.Sewer The sewage in the city will be discharged from the fortress along the sewer.
Take the damage as an example, let alone the extraordinary level, even the ace level cannot compare to the phantom shooter.But after entering the city and landing, he is just prey to Zhao Hao.
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Kuwait It is a seaside city with a special environment.grim Reaper The twelfth level ace unit. And unlike those undead who are amateurs in the civil war, the Death God s civil war is not weak either.
After revealing their flaws, they would die faster and be directly overwhelmed by the undead.If it were a less experienced commander, he would definitely be caught off guard when faced with this move, and the opponent would catch the flaw.
The most worthy investment is of course Bailong. The upper limit of the opponent s life level is the main level.He sent this message to Shinhwa. There is still no direct contact with the Blood Sea Overlord.
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He sensed the aura of Li Shiming s peak Nascent Soul stage, which made him a little stunned and a little confused.I can buy these five voyage ships Liu Ziyun expressed his thoughts.
The flexibility and stretchability are very similar, and there is no stiffness like ordinary corpses.It was with this discovery that, apart from practicing the Five Elements Receiving Qi Jue , he spent the rest of the time placing the Soul Gathering Plate in the computer room space, so that the effectiveness of the Soul Gathering Plate was not wasted.
For example, Li Shiming used his alchemy ability to become the number one alchemy master in the Eastern Qi Continent through repeated alchemy attempts.Through calculations on the large server IBMz15, Li Shiming concluded that the Soul Gathering Plate can still last for twenty five days.
The imprint of the Five Elements Rules is somewhat vague, which also shows how well he masters the Five Elements Rules.He didn t have to worry, as the sword cultivators blocked the attacks of the hell creatures.
End it Li Yuanba shook his head. He was not interested in fighting for a long time.This time it was not treatment, but the magical power of Innate Yimu was applied to Wu Qi s body to prevent Wu Qi from being hurt again.
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His consciousness swept across the five long voyage airships and disposed of the monks bodies.When entering the inner room of the cave, he confessed.
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Just like the Ten Thousand Beasts Sect, monks like Kang Yuan are ordinary monks.Although it was a sword escape, it felt to him like a combination of sword escape and fire escape
When Jian Lao explained the Poxu Sword Intention to Li Yuanba, he said that although there were many sword cultivators in the Chongxiao Pavilion Sword Clan s lineage who had mastered the Poxu Sword Intent.
The Blue Crystal Poyun Boat flew all the way. He put the mark of Zhongzhou Trading Company on the Blue Crystal Poyun Boat.He observed five long distance ships. The space formations were arranged inside these long distance ships.
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