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.
Hoy, en un mundo repleto de ofertas de marcas y servicios, querrás darle valor a tu producto ofreciendo un trato cercano y personalizado y lo mejor de todo, es que puedes comenzar a hacerlo desde hoy.
El mercado global de alquiler de depósitos y almacenamiento está en plena expansión, impulsado por la tecnología y el crecimiento del comercio electrónico.
La alianza entre DHL y la Asociación Mexicana para Ventas Online (AMVO) ofrece soluciones de logística a las empresas que participan en comercio online: Garantiza la entrega de los productos en tiempo y forma y desarrolla estrategias para que las empresas participantes maximicen su potencial de venta.
La tecnología de drones y la automatización están impulsando una nueva era en la industria minera. Desde la exploración autónoma hasta la optimización de la
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It is impossible to win the Foundation Establishment Pill by participating in the competition with his current strength.They were waiting outside to avoid the other party from playing tricks.
If it is a last resort, you can use it occasionally.If it was spread to the ears of the Yin Yang Sect by someone with intentions, it would inevitably cause a conflict.
The number of fish that slipped through the net would not exceed ten fingers, and the dozen or so disciples from the Qingfeng Palace , not even one was injured.said, Yes, it is very easy to use. The effect is comparable to the Qi Gathering Pill taken by Qi Refining monks, but it is completely different.
My cave is on the mountain next to me. I finished my retreat today and passed by here.As Qingyang s opponent, Tong Yan immediately felt something unusual, and even faintly smelled a threat to his life from the sword formation.
The Qi Gathering Pills are much better, but these two women are a bit stingy, and they only have a dozen in total.Kou Yuchang smiled and said, Junior Sister Qin is joking, of all the Qingfeng Palace disciples present, who doesn t David Stern Nba Commissioner Who Oversaw Global 81zv Growth Dies At 77 Tnfv have a few tricks to press the bottom of the box He also It s just a few more spiritual insects, how strong can it be I missed that incident at Nanling Village.
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The stout man begged Fellow Taoist, I know you can t trust me.How could they retreat just because of the obstruction of a stone door Deliberately using a stone door to block everyone, doesn t it mean that there is no 300 taels of silver here Is En Type 1 Diabetes Weight Flczd4i Loss Pills X5lv there any trap or conspiracy hidden behind this stone gate Mi Ling asked.
It was Master Jiang who took him and Li Shengbo to recruit Qingyang into the Qingfeng Palace during the Kowling Immortal Conference in Yuling City.He also has monsters and spiritual insects to help me, and his overall strength has surpassed my own.
It seemed that as long as he let go of this With one breath, he will instantly kneel on the ground, or even lie in front of the opponent, like a dead fish, unable to make any waves again.What, not to mention that everyone is here just for the matter of the spirit mine, and you must be at your disposal at any time.
Even if they could afford them, they would not dare to reveal their net worth casually, in case of trouble.
Your existence is to be my cauldron, strengthen my strength, and delay my aging.Be angry, forget the past, and grow up. Concerned about the battle situation of the beautiful master inside, Ye Fei did not pay much attention to Wang Teng, and together with Wu Juan, Xinglan, and Qingyi, they rushed towards the inside.
Ye Fei nodded lightly. Now the people of Yin Yang Sect still regard him as a thorn in their side, but they are not so openly and openly.Ye Fei said seriously. The one horned tiger seemed to be furious and roared.
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There were visitors from outside the Tian family back then.Ye Fei was still careless and did not expect that Xiliang would arrive in Beihai so quickly.
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Even a three year old child knows this. Can you ask a question with some intelligence At this moment, He Jie snorted disdainfully.Otherwise, we will alert the enemy and cause endless troubles.
They killed He Jie to frame him. Boy, people found it in your courtyard.Moreover, among them, there were dragon like creatures flying straight into the sky, which was extremely weird.
In the end, Ye Fei couldn t ask for anything anymore and could only leave in anger.It seems that Emperor Wa is injured. The turtle foot disaster that year caused constant trouble in the Imperial Palace.
No need, do you really treat us as prisoners A trace of indifference flashed in Ye Fei s eyes.There should be nothing wrong, but the smell here is mixed, and the fragrance of flowers covers everything, which makes it a bit difficult to judge.
Their whole bodies are trapped by spiritual shackles, unable to move.Bring it. Otherwise, I will ask your Nangong City Lord directly for it.
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Many netizens are speculating on what activities Xingyu Technology will launch.Some real estate companies are now taking the initiative to block the indicators of affordable housing.
Escape wildly. Big funds take the initiative to smash the market, while small investors follow the trend and flee.71 at the end of the day. The stock price closed at 169.
I have to say that there are currently no new members in their group, and they have become a small group.5 Has my securities account been stolen dog head. jpg Come here, kill this pretender.
Last year s revenue was about 1. 1 trillion, and this year s revenue of 1.56 , which is greater than the increase of individual stocks, and the increase of several other stocks is similar.
It doesn t know how to solve it. What s the use of it Manually funny.In addition, the s620 processor can be sold globally, which means that other smart phones Mobile phone manufacturers can also use this processor, but Xingyu Technology does not take a penny of the profits, and the chips used in its star series of smartphones have to be purchased as normal.
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Marketing is the most important. In addition, Xingyu Technology overflows some technology to them, and their competitiveness in the mid to low end market is still very strong
These mid to low end brands use the TOS system and can indirectly enjoy the brand dividends from Xingyu Technology to a certain extent.
The rumors are untrue now, but it won t be true in the future.Mr. Chen is going further and further down the road of not doing his job properly, but I like it Biao Tears Laughing.
Later, it raised several more sums of money, and now sells it for RMB 100 million.This moment has finally come. Now almost all kinds of investment products are falling to record lows.
But soon, big funds are ecstatic. Isn t it giving away money by offering such a low price Many people think this way, including some retail investors who also think this is a very good buying opportunity.Gallium, a metal, is known as the backbone of the modern electronics industry.
Bitcoin is all weather. The transaction is T O. As a result, the price of Bitcoin plummeted from a price of less than 4,700 US dollars to a price of 1,000 US dollars or even higher, and Fang Hong wanted to add fuel to the fire.Path, the market results of The Zmmw29 Benefits And Effectiveness Of Primalx Male Enhancement Gummies A Comprehensive Review Kcfke T59l A shares over the past twenty years have also proved this, but this path is a cruel knockout.
Netizens are now happy, and the public linkage between the two big guys on the Internet has further increased the popularity.Regardless of whether other people s words are correct or not, you can read and listen to them.
The current academic community does say this, but there are no relevant papers and studies to confirm this, and it is still in the stage of hypothesis speculation.In the eyes of the people inside, It is not Lu Chengye who uncovered the mole, and used the mole to make a small profit for Qunxing Capital.
Today s trading volume of one of its stocks accounts for 12.They are pursuing their own consumption, and at the same time, the behavior of consumption can be regarded as accumulating merit, and it can also improve personal medical care.
On the other side of the small ocean, in the beautiful country, trading was suspended.Look, I knew this would happen. You were the one asking for the abuse.
The summary is that basically anything that can cure a disease cannot be reimbursed.Taking a step back, if this had not happened For these things, Apple s products have come in and are very popular.
Por Martín Frascaroli | Fundador y CEO de Aivo.