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.
Abordar estas cuatro prioridades estratégicas permitirá a los distribuidores enfrentar el futuro con resiliencia y adaptabilidad. La transformación digital, la mejora de la experiencia del cliente, la estrategia de talento y la gestión del clima empresarial son elementos clave para un crecimiento sostenible y el éxito continuo en la industria de la distribución.
Chen Ping an put his hands on his sleeves, his thoughts drifting away, he came back to his senses, and stamped his feet lightly.So when I arrived at Tongyezhou, I practiced boxing while busy with the general affairs. You can t slack off in anything, and you can t be arrogant and complacent because you think it s not difficult to return to the true state.
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endured it and didn t say a word that was none of your business. The ancestor of the military strategist who used his fists to carve out a martial arts path for the world ten thousand years ago said with a smile You can t hold grudges for that fluffy half fist until now, right Pei Qian really endured it again and again, but in the end he still had it.
The carving knife was given by his husband. Cao Qinglang is carving a gourd shaped book seal with the inscription Like a new book.But when the girl whose real surname was Situ came to the intersection of Mud Bottle Alley, she sneakily took a few steps forward and then took a few steps back, enjoying herself.
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turns out that there are three natural red lines on her eyebrows in heaven, which are the signs of the so called killing calamity on the mountain.Zhou Mi said The other party has probably determined that I am not Zhou Mi s real body. If Zhou Mi really used Ma Kuxuan as a personal ferry connecting heaven and earth to plot against Chen Pingan, he wouldn t have spent so much time on the Sword Qi Great Wall.
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realm, is it possible If you turn your back on someone and don t recognize anyone, you want to go back, right Ruan Qiong said angrily Continue to be your sect master.
Fu smiled and said, I have to find the alternative swordsman. Wei Jin asked Is that the Sword Immortal Xu Jun Fu Zi nodded and said, Because you, me, and Xu Does Ace Ketoacv Gummies Really Work: Uncovering the Truth Behind This Popular Keto Supplement
Xie are all very young, not just young.It is better to go back than to wait here to die, life is worse than death. This time she ran very far and bumped into someone in the imperial garden.
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money.Lu Chen smiled and said It s far away in the horizon and right in front of you. I have already given the answer. Ning Ji became more and more confused.
Qi. After hearing what the master said, Zhao Shuxia immediately understood what he meant. It seems that the master has always called the young senior brother from the Literary Sage lineage Mr.Between a man and a woman, becoming a couple Experience the Meltaway ACV Gummies Revolution: Unlock the Power of Apple Cider Vinegar for Weight L
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Gao Jun stood up silently, and she didn t say goodbye to Zhu Lian, but just left the yard. Xie Gou was still thinking about himself there and sighed, If Luo Keto Gummies on GMA: The Revolutionary Weight Loss Solution You Need to Know About - A Comprehensive
Po Mountain is willing to hold the Mirror Flowers and Moon in the Water, how much money will it cost At that time, we can let Mr.Even if the sky falls, my senior brother Yu Dou, who has seen the world, will still be there to carry him.
People s trivial matters can be used as supplementary explanations for the imperial court s official archives.Her nickname is Yuanhu, and her nickname is Five Flowers Scholar. In the wild world, she is one of the Trimlab Keto ACV Gummies Reviews: Unlocking the Power of Ketosis and ACV for a Healthier You
few upper level five monks who doesn t like fighting by nature, and of course is not really good at fighting.
After killing until he vomited, Shen Ke simply relied on his body s instinct to use the position where he stood as the center of the circle.Pei Qian, one of Oprah Launches First-Ever Weight Loss Gummy: A Game-Changer for Sustainable Weight Loss
the four great masters of Aquarius Martial Arts The founding disciple of Chen Pingan of Luopo Mountain Pei Qian raised his hand to Song Wei again and said, I have met the Song Mountain God.
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all.Jiang Shangzhen smiled and said, I remember the first time I was qualified to participate in the meeting of the Yugui Sect s Patriarch Hall.
Gu Lingxian took out a few rare family heirloom talismans from her sleeves. She flicked them with her fingers. The talismans turned into reality and were pasted on the foreheads of these Lingtai Lang and court announcer singers.There are always a few pickled fish in the old place, and they all take advantage of them. The young man who was really thinking about the problem over there came back to his senses and asked, Chao Chen, didn t you quit the outer door as a Dianke A good horse never Do Keto Gummies Work Reviews: Unlocking the Power of Acetic Acid for Weight Loss and Health
turns back, so why did it come back again Chen Ping an laughed.
Yes. Only proud men like them can mention Ma Kuxuan so calmly. The kind of indifference that comes from the bottom of your heart means there is no need to pretend or pretend to be careless.In the market, there is often a saying that people who lack Yang Qi will have a cold neck, a cold back, and always feel that there is something behind them.
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lands will be greater, and your ascension will be great in the future.The vendors here are very well informed, and they all say that now the second grader of Zhan Shifu The leader is Ren Xiangqi s second level Jinshi in the same year, a white clothed Han clan, but now he is riding on top.
Qingjia said in extremely mellow Dali Mandarin This trip to Aquarius Continent is only for two things.Mi Yu has long been accustomed to it, but Bai Xuan would feel awkward if he didn t do Keto Blast Gummies Walmart: A Game-Changer for Your Keto Journey
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a genuine and pure martial artist, it does not prevent the old man from spending a lot of money to buy a handy weapon.A demon, who is this demon Sui Chugong, a highly educated scholar, actually did not hesitate to associate with Bai Luo, the man who destroyed his country and killed his body in his previous life.
Unexpectedly, Chen Ping an sighed, That s outrageous. Now that you have a family, it s time to start a business.Although you are the senior sister, I am the master of the temple. Wang Sun, tell me who you should listen to. Wang Sun lowered his head and stared blankly into the distance.
Chen Looking at the middle aged Taoist priest in front of him, he said again Thinking about Mr. Chen s statement, I also remembered a widely circulated statement.He placed the box gently at his feet and said, I have come here to advise you, don t drag the little four states into the chaos of the world.
The camphor tree naturally branches out into four directions, which happen to point to the four states including Yongzhou and Peizhou respectively.Last time I went to Huaihuang County with Gu Can, I felt that the water was deep, so Liu Chicheng didn t dare to go shopping.
There are more than a hundred ancestral temples that have given birth to incense gods. In addition to the changes in spiritual energy, the blessed land s martial fortune has also skyrocketed.The men and women who become Taoist couples on the mountain have deep and shallow feelings. It does not mean that they are deeper Revolutionize Your Journey with Fitlife Keto Gummies: The Ultimate Solution for a Keto Lifestyle
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Being able to resurrect from the dead and become a god with a little bit of true spirit is like waking up from a big dream.In the subsequent resume, Cen Wenqian had a relatively prosperous official career. Tiaobo River and Dieyunling were neighbors in the mountains and rivers.
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You have to do a small favor for your junior brother. Then Bai Ye was shrunk into the mountains and rivers by Jun Qian and pulled into a neat study room of a school by the stream.He was used to living a comfortable life. Because he was not good at farming, his annual expenses were high and he could not make ends meet.
Fan Junmao quickly wrote the list in a scribbled handwriting, and then she gently pushed towards the chair.
Por Martín Frascaroli | Fundador y CEO de Aivo.