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 entrega de productos grandes y voluminosos ya no tiene por qué ser un obstáculo.
Los minoristas pueden ofrecer una experiencia de entrega rápida, precisa y satisfactoria. Aprovechando las distintas soluciones logísticas avanzadas, que pueden superar los desafíos tradicionales y deleitar a sus clientes con entregas excepcionales.
La tecnología, junto con una planificación estratégica de la fuerza laboral y la inversión en optimización de flujos de trabajo, ofrece la oportunidad de cerrar la brecha entre las grandes y pequeñas empresas en cuanto a las expectativas de cumplimiento de pedidos. La adaptación de las organizaciones a estos desafíos mediante el uso de soluciones tecnológicas será clave para lograr el pedido perfecto y asegurar la satisfacción del cliente a largo plazo.
Tianman Peak is not controlled by Zhenjun, and it is mainly used as Tiansin Peak to control the law enforcement hall.This made her breath confused and she felt a violent and uncontrollable emotion.
Jiang Yuebai uses all the basic array disks of the Five Elements Replenishing Formation.Xie Jingshan went to the Sword Tomb, so did he foster you here An Xin will come to pick you up when he leaves the Sword Tomb.
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Cui Sheng knew what Hong Tao meant, and hurriedly made an invitation gesture and took him and Jiang Yuebai around to check.There was an alchemy furnace in the middle and a row of shelves in the corner.
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Qi Yue was furious, You Senior Sister Jiang has been kind to me.Jiang Yuebai was stunned for a moment. There were no osmanthus trees around Tiankui Peak.
Fang Mingyi s bloodline power is indeed something. I can t control him anymore.But Xiaobai, why are you practicing so fast It s obviously me.
How can that bitch become an inner disciple She is my maid and will be for the rest of her life Jia Xiuchun calmed down after being angry and asked Qi Ming to get out first.Jiang Yuebai bowed and got in through the hole. Lightning crossed the sky and suddenly illuminated a valley in the mountains.
When she reached out and touched the nail, she felt an electric like paralysis.Everywhere you look are big trees as black as carbon.
In the sea of consciousness, two palm shaped leaves swung rapidly.They are also proficient in Liangyi, Sancai and Four elephants and three sword formations.
Whether it s a battle between immortals and demons, or The Tianqing disasters all have the shadow of the Heavenly Witch Clan.Squeak ah the sound of the door opening echoed in the rain, and it was bone piercing.
Snapped The crisp sound of the slap echoed far away, which was particularly pleasant to the ear.I have taken the fourth snake slough fruit. The effect is not as good as before, but it has also helped me to complete the training of the bones in my arms and my strength has greatly increased.
With two bowls of rice and a plate of pickles, Tao Fengnian put down two pairs of chopsticks.Zhao Fuyi adjusted her breath and woke up. Except for her Dantian being sealed, her soul, sea of consciousness and meridians had all recovered.
Among them are dozens or even hundreds of seventh order monsters, as well as sixth order monsters whose strength is approaching the Golden Core stage, dormant under the yellow sand, waiting for opportunities to move.Dong Kun Vicks Sleep Gummies: A Natural Solution for a Restful Night's Sleep (LdChA)
looked at Jiang Yuebai carefully again, his eyes fell on Zhao Fuyi behind him, and he couldn t help but frown.
The No. 1 True Master of the Formation, who was proud of all the heroes at the beginning, may be in ruins.Thousands of needles are flying, and pear blossoms are raining heavily Tao Fengnian immediately protected Jiang Yuebai.
On both sides of the passage more than three feet wide were towering bronze walls, stained with rust and ancient.And the Kong Wenliang in front of her was the strongest of the Discover the Benefits of Orange CBD Gummies - Your Comprehensive Guide
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An ancient loess city with ruined walls stands under the Milky Way at night, desolate and old.From the roots of the plants buried deep in the ground, she could sense the locations of several fierce battles around her.
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Sun Chao became anxious, and quickly repeated what had happened in a serious tone, and finally added Uncle You Quan Don t you all know how Uncle Quan died He was also killed.
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The audience thought about Lin Beichen s countless answers, but they could not think of his answer.
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How influential is even the top scorer in Liang Ping Ke Lin Beichen, who was at the center of this public opinion storm, returned to his room at this moment and collapsed on the bed with a look of exhaustion on his face.
I also met two famous students in the city this morning.Maybe we cannot change the entire social atmosphere, but at least we must stay out of the mud and become a pure land in the noisy and impetuous world.
They were floating around the swollen position as if they were part of the body.As soon as I entered the door, these five spies rushed in and asked us to gather with guns.
I have to go back to the house to study Lin Beichen knew that when he talked about studying, his mother would definitely not say anything more.There was never any distraction, and the focus was always on the liver.
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No one reacted, but they all had an inexplicable feeling that the lightning seemed to be hitting Lin Beichen Even Lin Beichen himself feels so Boom Wait until they react.
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Drivers in Shenzhao Country generally do not interact with others and prefer to remain silent to keep the car quiet.One second
Two seconds
Time passes by minute by minute. He got nothing I can t feel anything special about me at all How about
Try visualizing An idea flashed in Lin Beichen s mind.
Tang Ru thought he was a bad guy with Norton Hu, so she stopped crying, but her body shook even more violently, and she moved and huddled in the corner.He would try whatever came to his mind first. With all his strength, he ran quickly into the sea.
Regarding the outbreak of Shizuri Mountain, he has known about it since he was a child.Thinking that he would have to get up early to rush to Jingli Mountain tomorrow, and that he might gain something later, he knew that he needed to recharge his batteries, so he stopped talking to his roommate.
The Internet completely exploded. Public opinion has shown a one sided trend.And the family living in this house is not an ordinary family, but a martial arts family Roar Ha
Violent shouts kept coming from the inner courtyard.
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It was much earlier than he estimated. It only took most of a day
He felt that his arms had reached their limit and there was no need to continue practicing, and then he returned to the hotel.I m not traveling to Wuling Mountain, it s because starting from tomorrow there will be thunderstorms in Wuling Mountain, which will last for more than a week, and I want to go there to study the natural phenomenon of thunder and lightning.
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Uh Looking at the beautiful figure who put the package back into the room and then went to the kitchen, Luo Chen s face froze.Hehe You guys, let s see how I deal with you Outside the cultivation mountain, Xiaopang looked up at the sun in the sky, then walked out of the back mountain with a smirk and walked out of the Purple Mist Guard station.
In an instant, the crowded crowd in this tall Colosseum went crazy.Thank you, Mom Ning Ling was overjoyed and immediately shouted Seventy thousand After shouting, Ning Ling turned her head and looked at her with a cold face.
Above the man s head, there is a rope hanging down along the city wall.Luo Chen left the office and went straight to visit his mother, and then went to the medicine hall to meet his master.
When Iron Hammer saw this, his eyes widened. He never expected that the scimitar could have such a back up move.He hurriedly said I have a formula for elixirs that increase true energy, and I want to share it with you.
When Luo Chen heard this, he knew what was going on without even looking.The bow and arrow on the wall, then jumped out of the half opened window.
Each of these three families has at least one first class late stage master in charge, especially the Nangong family, which is rumored to have innate masters.Li Yandong s eyes were wide open, and the large ring knife in his hand, which was only a short distance away from Yun Mo, fell to the ground weakly, and then his body fell straight to the ground.
After shooting an arrow, change the spear. Yes, Master Seeing that Luo Chen was still so calm, the guards felt relieved.The one eyed man suddenly lost the opportunity, and Luo Tianhe had already raised his sword to strike.
Hearing this, Zhang Junjie paused with the chopsticks in his hand to pick up the food, and Wu also stopped chewing the food in her mouth.There are even many warriors with high cultivation level who can deal with them.
An elegant old man wearing a gray robe, sitting cross legged on a futon, with a surging breath, suddenly opened his closed eyes and scanned everything in the room.If it were me, I don t know how many times he would have died.
You must know that each of these talismans is extremely precious.A small mustard seed ring and mountain magic weapon appeared at the location where the Yuanying exploded.
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When she opened her eyes, she remembered that she was walking with Li Shiming, and she fell asleep somehow.The natal magic weapon IBMz15 participated in the analysis, first ruling out the possibility of the formation.
This is Silver Corpse Nanming s greatest progress in Nanming Lihuo s cultivation.Master Pan Xiao immediately contacted the Great Master of Lianhua Temple, and he soon received a reply.
He did not feel the danger, and the old swordsman had told him the precautions in advance, so he Didn t dodge.Li Shiming didn t want Xiaofeng to try to attack the Silver Winged Spirit Gu Insect.
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there are even gold corpses Ancestor Jin Kai looked at the silver corpses with a solemn expression and asked in a deep voice.Observe the aftereffects. But after arriving in Youzhou, he was quickly assigned to the front line serving in front of the vanguard tent.
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spiritual rice in the second season does not require as much effort as in the first season.
He had thought about flying drones before, but those big demons would attack whenever they saw something abnormal, making it difficult for drones to stay in the air.He could feel that there was countless knowledge in the light ball, but he could not see clearly like seeing flowers in a fog.
The number of disciples of Elder Jindan of the Holy Ice Sect had long been filled.If other Jindan monks know about this kind of thing, they may rush to accept him as a true disciple.
Although with their strength, it is not too difficult to destroy the Huadie Sect.An elite Nascent Soul monk from the Hidden Sun Sect, although he didn t know much about Mu Jing, but to be able to participate in the Taichu Sect s grand gathering, Mu Jing s background must not be simple.
This flying boat magic weapon is a public property of Shushan Sect and is controlled by Zuo Ancestor.In order for Elder Youxia to hide safely, Ancestor Jin Kai Then he left his flying boat behind
Ancestor Jin Kai nodded to Ancestor Ren Xun, and the two of them flew into the sky.
One of the fourth grade elixirs belonged to him. He felt the Six Yang Spiritual Fire in the third grade elixir furnace.It is difficult to survive the Nascent Soul Tribulation, let alone with the doubled power, it is feared that there will be no life.
Elder brother, take these fourth grade spiritual tea and fourth grade spiritual fruit back home and eat them slowly.
Por Martín Frascaroli | Fundador y CEO de Aivo.