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.
Con los elementos de productividad aumentada, los datos de activos inteligentes y los robots, los minoristas están adoptando soluciones tecnológicas para mejorar dicha experiencia de compra.
Los entrevistados para este reporte coinciden en afirmar que la asociación con un 3PL integral experto, sea en gestión de operaciones como de bienes raíces, puede proporcionar una solución perfecta y potente.
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.
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The Eight Bitter Formation shattered on the spot.Afterwards, Xu Yinluo slashed through the Buddhist vajra magic with one blow, discussed the Tao with the old monk under the bodhi tree, saved the old monk, climbed to the top of the Buddhist gate, and insisted on not kneeling under the coercion of the giant.
Two nails fell on the ground, Xu Qi an took them back first, and then closed his eyes and focused, sensing the sensation of his body Variety.He took out the fragments of the book and tapped the back lightly while muttering.
living room.What Li Lingsu wanted was this sentence Okay After Chai Xing er left the room, he immediately got out of his body and headed towards the cellar where Xu Qian was.There were ambiguous laughter and boos from all around.
Most of the masters of other systems will also have their vitality severely injured, and they will need to cultivate for many days to recover.Under such a premise, all Xu Qi an had to do was to be present when the Buddhist sect snatched the dragon energy.
This is Heng Yuan, a monk from Qinglong Temple.Bingyi Yuanjun glanced at the two of them indifferently Sword fetus, relic.Let me wait to enter Is it possible that we can still snatch the pagoda Xu Qi an asked again.
He will feel that the whole world is bullying and deceiving him.After another hour, she returned to Yongzhou City along the official road.
Xu Qi an sat on the back of the little mare On that day, looking far away, he said That day we agreed to use this as a contact point to exchange news.Liu Hongmian sat on the ridge of the roof, holding his knees in one hand and resting his chin in the other, feeling bored Looking at the scenery in the distance, Xu Qi an is really strong, he is indeed the most talented young man in the Central Plains.
Luo Yuheng was shy for a moment, but was suddenly replaced by sadness, sighed and said Jinlian told me that day, you have good luck, and you are the best partner for double cultivation.I have heard his name for a long time, but I have never seen him in person.
More often, the blade is just a symbolic meaning.Few people will pay attention to Wufu s weapons and magic weapons, unless they have special functions, they need to be extra vigilant.Li Lingsu said tsk Yongzhou is holding a martial arts conference, and the inns in the city, both good and bad, are full.
The hearts of all the people sank, and they couldn t help looking at Xu Qian who was in the distance.Yo, you Zhang Niuzi is still a hero for the country and the people, why don t you donate all your family wealth to the government for disaster relief.
Li Lingsu glanced at him suspiciously, as the son of Tianzong, he has extraordinary wisdom, and he will not lose his judgment because of Xu Qian s identity.particularly sensitive to this aspect.In the capital city, upstarts like this who are complacent after gaining power and who walk like adrift usually don t end well.
Xu Qi an immediately took her leave and left.Just as she walked out of the yard, the little girl s voice came from behind her.
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Heavy damage, even so, the power will drop, but there is no way to help the black sand Yinmo Banner.The golden sword worms were about to rush up but were stopped by Xu Yang.
The Treasure Pavilion is a stone cave with an area of hundreds of square meters.These big trees are called ghost face trees, and the longer they live, the higher their spiritual intelligence will be.
At this moment, Taiyin Daoist also had his thoughts turned.Seeing this, Xu Yang breathed a sigh of relief, and came back to the statue of Zhu Rong.
Sensing Xu Yang s appearance, the two quickly approached him.After suffering such a terrible blow, Xu Yang was still alive What a shock.
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Xu Yang stretched out his hand in the small world, and caught a black magic bead.Under the joint force, the law of devouring appears, and no grass grows anywhere it passes, and no one can stop it.
The three of them were overjoyed when they heard the words, and hurriedly bowed and bowed carefully to retreat.Seeing that the net of law was useless, Xu Yang decisively withdrew it, and turned to fight with Shinansheng with all his strength.
The bone dragon roared and swung its claws.With a cry, a pair of bone claws broke and was severely injured.Luo Hu looked at the ninth rank Qinglian in surprise, and asked in puzzlement, I don t know what the elder brother brought me here for With such a treasure of destruction in hand, you must plan to comprehend the law of destruction and the law of killing, and these two laws are too powerful to cause backlash.
Unexpectedly, Mengyao was so eager to practice the magic power of Moon Shadow.Xu Yang was helpless for a while, this place was too unfavorable for him, and he could not deal with the two Baidi with only his physical strength.
When the two were fighting fiercely, Patriarch Gaifeng was not slow in his movements.The number of spirit treasures in the Tianyuan world is very small.
The Fire Emperor in armor roared, What a thief, you actually destroyed my Five Elements Realm Forbidden place, really deserves to die, why is Baidi still standing there Take it down quickly Baidi was a little embarrassed when he heard this, and cursed inwardly Bastard, if you can take him down, you still have to say, If I want to, I ll crush him to ashes.
Otherwise, we would not have fallen into such a dangerous situation.These changes made Xu Yang very happy.If he continues to evolve, the small world will become stronger and he will have greater capital.
The red lotus patriarch fell, and fought against the Sunset Demon Lord.The three of them were surprised at first, and then looked at Xu Yang with great joy.
The whole body of Guimenguan is pitch black.There are a lot of grimaces carved on the two doorposts, and there are various ghosts and beasts on the gate, exuding eerie and strange spiritual pressure, which is a kind of evil formation at first glance.He has not broken through before.I can still suppress him, but now it is The Benefits And Effects Vwyc3nv Of 25 Mg Full Spectrum Cbd Gummies Yazfw Olv2 a bit difficult.
Yin Ji stepped forward and apologized, Thank you for waiting for a long time, seniors, Yin Ji is very sorry.Although the Yipinlian Office has only just emerged, it also made Xu Yang extremely excited.
A hazy light shone on the space channel, and the space channel gradually shrank.
In fact, losing one s mind and going mad is the best ending, and what is worse, the spirit veins will be cut off and you will die.Perhaps, this person is really Tan Su, the uncle s eldest disciple.
After all, he was looking forward to Master s reaction after hearing this.In the end, she had no choice but to give up.Not a word.
Let s go, let s go and have a look too.Yu Liao turned her eyes away and said to Qin Su and the two of them.Seeing her The Benefits Of Zen Leaf Cbd Gummies Blood A Comprehensive Is9 Guide Tgmnw Ytgx like this, Yu Liao postponed her departure, planning to let her wake up and eat before going to the hairpin conference venue, which is not far away anyway.
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Meng Xun and Yan er Cbd 351 Gummies Without Melatonin Ry65 were forced to send out of the gate of the world by her when they were sweating.Now that Tan Su s memory of her previous life has recovered, she is indeed treating him with sword moves and so on.
Miss Su, and this young master, as you can see, I am a monk.Around the front.Due to the dense attack of many vines, Tan Feng had no choice but to block a few of them with his folding fan, barely protecting the vital points.
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So what if they were all killed.I listen to Master.The reddish quilt was placed under the woman s bed, and she was slightly sunken as if being entangled in the quilt.
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When Yu Liao tasted it with chopsticks, she also tasted a dish called Heji.They only need to use a little spiritual power on the top, and the words spoken by the people below will fall into their ears exactly.
Yu Liao glanced at the gloomy Gushuci.Obviously, the two brothers were still at odds as in the previous world.The four masters and apprentices recuperated for a day before they went to say goodbye to their seniors.
Finally, she sighed softly, and said to Tan Su when she was about to exit the room Qin Su, my junior sister didn t love you for nothing, I admit that I wanted you to do this selfishly, but I decided to give it to you.She is the eldest lady of the Su family and her father s favorite jewel.
Every time Qin Wan got Kanibi Cbd Reviews A Comprehensive Guide To Cbd G06 Products Rijci 2lpp up and knelt down, the blood was slowly winding down the center of her eyebrows, completely destroying her gentle beauty.He couldn t restrain the smile on his face, and the next moment he pressed the headrest on his arms and buried his face in it.
Compared with her two older sisters, Master is more beautiful.Qin Su could hear the softness in Master s words, the smile in his eyes deepened, and he leaned over slightly to imprint a kiss Understanding The Benefits Of Canna Organic Cbd Gummies H6c For Overall Well Being H1fh on her bun, and the fragrance of pear blossom deepened as he smelled it.
He never thought that this broken vine could appear on the other side anytime, anywhere.After finishing speaking, the two looked at each other and smiled.
Speaking, the smile in Gu Jia s eyes deepened, and then he continued If you need to use it in the next place, just ask Miss Su.
Por Martín Frascaroli | Fundador y CEO de Aivo.