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 resiliencia en las cadenas de suministro no es solo una responsabilidad de los líderes del área; es un imperativo estratégico que debe abordarse a todos los niveles de la organización. Las empresas de capacitación tienen la oportunidad de liderar este cambio, proporcionando el conocimiento y las herramientas necesarias para que los líderes naveguen con éxito en un entorno empresarial cada vez más complejo. Invertir en capacitación se convertirá en un factor crítico para el éxito sostenido de las empresas en el futuro.
El presidente de la Comisión de Educación, Gordon Brown, y Shakira Mebarak, miembro de la Comisión, hicieron un llamado urgente a los líderes mundiales para que incluyan a la educación en la agenda de la cumbre de este año.
Talleres humanistas para vincular a los jóvenes con las 10 licenciaturas que ofrece el Claustro de Sor Juana, únicas en su tipo. La cita es en Izazaga núm. 92, Centro Histórico de la Ciudad de México. Entrada libre.
Desde nuestra perspectiva como compañía, el 2017 solo fue una muestra de los éxitos que nos esperan el siguiente año, ya que seguramente seguiremos presenciando la consolidación del e-commerce
Any gold coins he has will be exchanged for various resources, resulting in insufficient gold coins in the resource panel.What No way Li Keke and Zhao Ying looked at each other.
No matter how you look at it, the other party will suffer.Swish, swish With a crisp sound like chopping melons and vegetables, the vine dragon was annihilated.
As long as you control it, you can obtain an absolutely safe logistics base.The shield s protection range is not large, it only protects the casters.
The situation became tragic from the moment the bear warriors arrived.The short spear tore through the airflow and shot toward the red dragon more than two hundred meters away.
Roar Carrying endless dragon power, the roar of filial piety is enough to make all things surrender.And this is also a necessary skill for advanced spellcasters.
He has no objection to this. In the world of heroes, the fastest way to become stronger is to become a human being.Zhao Hao s temperament and the undead around him all indicate that he is a cemetery camp player, so it is natural for him to suffer from this disease.
Once this position is gone, the group will have no more effort to kill the other party than to kill an ant.Alchemy bomb A special prop used by the Filial Son Sword to ambush the pirates when they attacked Mingyue City.
After all, in the last faction war, there were countless players who got benefits but no one cared about those players who were unlucky.Qin Hu was spoiled by his parents since he was a child.
All troops withdraw to the fortress. Spread the news of the invasion of the surface world.However, just because he didn t take action didn t mean that he wouldn t let his sister take action.
Arms restraint That s why Zhao Hao didn t let Abomination appear.Yes A tsunami like response came from the mouths of these soldiers.
The opponent s aura is suffocating, and he doesn t look like he s just a big man.How can such a noob be excited The next thing is the focus.
Next was Zhao Hao himself. After thinking for a moment, he brought the remaining 1,000 units of Wood Elves and 320 units of Silver Pegasus under his direct command.Don t look at Suzaku s seemingly generous sharing and think that he will suffer a loss.
The number of units under command level template 100.Anlos This person has a special bloodline and can be compared to the existence of time crystal in the eyes of the opponent.
You know clearly that the opponent is a ghost car , good at raids and summons, but you are so careless without confirming the opponent s location A man in his forties, who is already a member of the professional circle The middle aged man of retirement age looked at the senior management in front of him and roared like thunder.
As a giant dragon, he is a mortal enemy of dragon hunters.A large number of pirates were ignited by the dragon s breath.
The best case scenario is to be seriously injured and on the verge of death by an adventurer, and then he takes advantage.Fortunately, the God of Death can attack several people at a time, and can also trigger Soul Harvest from time to time to eliminate enemies within a radius of five meters.
arrive After arriving here, he asked all the summoned ghosts to turn around and pounce on the pursuing scorpion mercenary group, while he himself used the epic ability of the Book of Death.The sobs that were still very clear and getting louder began to weaken, and finally became almost inaudible.
Just like army ants, when the number is small and when the number is large, it is completely different.Thousands of people are standing in front of the platform, all looking at it with eager eyes.
If someone else plays his model, he may go bankrupt within a year
End of this chapter In the living room, Fang Hong looked at Hua Yongming and said Xincheng s economic development in recent years has gradually got rid of its dependence on real estate.I got it here. The reliable data is that foreign capital is continuing to flow in.
On Friday, March 2, the A share market peaked at 28.Several major market makers have worked very hard to control the market, but the company s market value has still been pushed up to 3,000 by many investors.
Luo Jing also embarked on an unimagined financial road and rose in this era.Confidence is built up little by little. Fang Hong wants to build an independent valuation system for the listed subsidiaries of Qunxingxing.
He also called the boss in the group for being too benevolent and letting everyone get on the bus first.At the weekend, another news aroused heated discussion among e sports players and athletes.
However, it seems that some people expected this to happen.Just go ahead and do it. I will bear the pressure from the outside for you.
I feel like I will have to fight again tomorrow. He is too strong.At this time, another barrage floated. Passed Really God K, don t lie to me, let alone cut me leeks, I really bought them
Shiba Inu. jpg Fang Hong was also happy. A barrage floated by What do God K think of this hot money guy who just goes with the flow Fang Hong replied Follow the trend I ve heard of a new generation short term player who is quite capable.
They can also make money themselves, and the ticket fees will always be a small amount.This is the most essential logic behind it
End of chapter The next day, October 28th. The A share market opened.
God knows if Xingyu Technology will fall out at that time Everyone is in a competitive relationship with each other.But behind the scenes, we definitely dare to bear such a bad reputation, because even we in the West dare to bear such a bad reputation.
The bad news is that there is another upward jump gap today.Very few communication groups were forwarding Wei Qi s link in the guest TV broadcast room, including some Lujiao media forums, and it quickly went viral.
No matter what, I think Xingyu Technology can definitely be bought with confidence when its market value is one trillion
A brokerage research report triggered competing analyzes and discussions among hundreds of millions of Big A investors.On the last trading day of this week, the two markets gapped sharply and opened higher.
Fang Hong has turned his attention to another company, Jiuzhou Blue Arrow.If the opponent s real price is higher than 100 US dollars, the price will be cut.
What they hate is the unkindness of being rich. What they hate is that the wealth comes from an unfair source.Ukom, Maker and Jiuzhouxing are currently the leaders in their respective industries in China, and there are many followers, but they can no longer catch up.
As the largest smartphone manufacturer in China, it is far ahead of its peers and can be said to be at the peak of its debut.If you are trapped, just study the fundamentals to find comfort
funny. jpg
Around 10 05, major market software pushed messages Tianzhou Online flash crashed to the sky floor, the stock had previously recorded Won 11 consecutive boards, and the current turnover exceeds 300 million.
96 today, closing at 28. 74 points. In terms of individual stocks, Tianzhou Online opened higher today at 9.But it still failed to stop the market s downward trend, but there was always a reason for the decline, so it was interpreted as the boots landing, which was good for cashing out.
Now even if they know the bottom, what s the use of having no money However, the environment is also a big factor.The weekend of November 13th. A piece of news hit the headlines today, triggering competing reports from various media and heated discussions across the Internet.
Moreover, those 30 new companies have been delisted.Fang, it s really expensive to build an e sports club.
and then Declare the transaction invalid. Luo Qing an looked at Fang Hong with a surprised look on his face and said You know Lao Mei s peeing, and you really accurately predicted it.The terminal price of the supermarket will definitely be cheaper.
Because the live broadcast room has not been released, this will have to wait until the next version is updated, and the next version will directly limit the voice chat interaction function, that is, Xiao Ling can speak to chat and interact with everyone.Using the little power in their hands to illegally make profits, they even clearly stated that a nurse position costs 200,000, which has almost become the threshold for entry.
At the same time, the culture and media sector opened lower by 0.Once it is launched, there is no thought of recycling it.
Card, card The dense passages on both sides of the ship s side of the Storm opened, allowing bomb dragons to pop out one after another.Three months ago, his father died of illness. Qin Hu ascended the throne and became the new champion prince.
tumultuous The dragon s breath flame ignited on the fang dagger.If the Holy Church had not formed the Alliance of Light in time to drive the undead back to Diya, the entire world might have been crippled.
After all, the phantom shooter is under the command of Zhao Hao, who is holding an artifact.The street stalls of the shop are filled with wheat flour, salted fish, weapons and equipment, bows and arrows from the Storm Territory, etc.
After the discussion, Zhao Hao, who was about to log off and go to the forum to check the situation, found that Turing had not left and asked aloud.Shinhwa s guarantee is absolutely correct. The other party has far exceeded his expectations.
She was prepared to use her body as bait, but to her surprise, nothing happened.The hunting begins Zhao Hao s eyes were a little excited.
What he said some time ago was that he wanted to give the Heart of the Lord to the Tianhai Alliance.Of course, it was impossible for several major guilds to agree.
Their team rushed towards the Bone Fortress like cutting through waves.I pushed aside the camouflage bushes and vines in front of me, and realized that the woods had turned into quite a camp.
There are a large number of half elves standing on the stone wall, holding either wooden clubs, long swords, or hunting bows in their hands.In reality, being a Sea King would result in death at most, but in a heroic world, if you are a Sea King and don t have enough strength, you will definitely die in a very rhythmic manner.
At the same time, the muscles on his body are as strong as rocks, and he is holding a huge butcher knife.Throwing against the current Your battle ax can hit the enemy more accurately, and the power effect is doubled.
Bone hounds are also distributed among them, but unfortunately the number is too small, otherwise they would definitely play a greater role.Boom The remains of the Poisonous Flies fell into the swamp.
This is no longer a secret in the heroic world, but an open joke.The Bucks Principality received this news, but didn t take it to heart at all.
However, he was full of confidence in completing the S level war mission of Prince s Revenge, so he dared to wear the Viking Wool in advance.It s just that he didn t have the heart to look. After all, although the red dragons were not as good as the golden dragons after his transformation, there were many of them.
In fact, Zhao Hao still had some expectations of being able to get lucky like Feida, but now it seems that he is completely overthinking it.After finishing two powerful melee enemies, Feida activated her skills.
Although they are all wearing the uniforms of the Freedom Front, they completely understand their affiliation.Especially the 200,000 half elves assigned to planting, after eating and drinking enough, and recovering their bodies, their work efficiency will reach full.
There was so much less in an instant, it even affected the players offensive.But the biggest advantage of Eve, a special magical soul, acting as the ship spirit is that there is no upper limit of control.
Because this kind of strong man not only has perfect skills, but also sophisticated equipment and endless trump cards.Therefore, the knight is a double edged sword, extremely powerful and extremely fragile at the same time, it all depends on the user.
Boom Dirt and grass clippings exploded. An extremely strong green figure wrapped in blood colored light sprang out from under the grass.He was wearing sophisticated equipment and holding an elf longbow.
It was also because they were concerned about the expansion of the Death Canopy that they allowed the two of them to invest some fighting power.The Tao family s convoy carried a lot of cargo and could not move fast, so it fell behind
He was directly targeted by two green dragons. Although there were several dragon hunting crossbows on top of the carriages of more than a dozen carriages.
And this still requires seawater vines as a buffer layer.Of course, this is only in the Storm Territory. If you deal with those nobles, you should follow their habits.
Anyway, she has no opinion at all on how to fight, and she will do whatever her master tells her to do.
As long as the target is approached by Feida, it will be reduced to ashes.In fact, this is also true. The battlefield that Zhao Hao had just left was completely shattered by a giant battle ax falling from the sky.
Compared with the Thunderbird and the like, it is not behind at all.The two of them position themselves as tool men, as long as they can get benefits.
Already arrived Ellie looked to the north, and through the induction of the hero and the lord, she had determined the position of Zhao Hao, who was approaching rapidly.But Zhao Hao didn t care, and still let the phantom shooter keep moving forward, even if he knew that the arrows would not be able to break through the wall to cause damage if he entered the attack range and continued to move forward.
At this time, several settlements were being attacked by several cannon fodder races from the underground world.If the cake is big, it doesn t mean you can t bring others to eat it together.
However, after the enhanced flame compression, the power was completely increased geometrically, which caused a qualitative change in her combat effectiveness and method.In addition, the helmet can pop up to fully cover it in combat mode.
Alchemical Shackles A prop that can well limit extraordinary power.There are many other Plague Lands like this Bone Fortress, and each one is separated by a large distance.
When these revelations are made public later, the Bull Principality s blame will not be wiped out.The losses of other units were not big, but the loss of the eighth level Silver Pegasus alone was enough to break his muscles and bones.
Upon hearing the inquiry, the centaur leader said I feel much stronger, and at the same time I have deep admiration for you, Lord Lord In the past, it was just obedience, but now it is worship.Continue to monitor He motioned to Winnie not to relax.
In the past, there were only a few hundred units at most, but now there are thousands of units on the city wall, and they are still coming.for example. To brush life skills, in the early stage, resources are completely exchanged for proficiency, and only blood loss is incurred.
In the past, the contribution points were not redeemable for good things.Instead, the shadow swordsmen and phantom shooters can use their own advantages.
For humans, this amount is not an exaggeration, but for elves it is unacceptable.Captain A man with patterns on his face The young man asked Leona who had just come back and sat down.
Even if they stand next to Xiao Lu, it will take a long time before anything happens.Hmm Just look at the other person s appearance, but don t believe it.
At this stage, the Storm Territory has no shortage of gold coins, and gems can also wait for the gem mine to be opened, so this promise is not empty talk.Soon, the demon corpses piled up into a mountain. As long as the demons cross this mountain range, they will be shot immediately.
He couldn t be more satisfied with this treasure with special functions.She didn t expect that the voyage would be so smooth, and she was prepared for a bloody battle.
It would be good if I didn t call him Xiao Hai. Wanting to call him Brother Hai is completely overthinking.It was also because they were concerned about the expansion of the Death Canopy that they allowed the two of them to invest some fighting power.
If it is a small scale battle, naturally no formation is needed, and its powerful single combat effectiveness can be fully demonstrated.When Zhao Hao opened the shield before, he used a flat A attack.
Previously, when he was at Shenmu Castle, he summoned vampires to kill them from beginning to end.Naturally, he couldn t be so delicate that he couldn t even stay on the deck.
Katcha With the sound of something stuck inside, the secret door opened automatically, revealing a narrow passage that was about one meter wide, two meters high, and dozens of meters long, with the end clearly visible.The loss of the Star Language Leader made him heartbroken, and he wouldn t mind taking a hand if he had the chance.
Bombardment stream Countless players saw the performance of the ballistae, and their eyes flashed with shock.It is really difficult for people not to recognize it.
Supplies As the boss of the Ministry of Military Affairs, he seems to have a lot of power.Wow Under the power of magic, even if the battleship is traveling against the wind, it can cut through the waves like a sharp arrow, quickly increasing its speed to more than dozens of knots.
Ghost form The other party directly enters this form and comes to meet.tumultuous Amidst the sound of flames igniting, Freya swung the fang dagger in her hand and cut off the tail of a manticore.
And this operation should end in a hurry after the pirates rush to the street.If it weren t for the changes in the scenery that can be seen in the field of vision, it might be thought that it is still driving on the water.
Por Martín Frascaroli | Fundador y CEO de Aivo.