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 IA está siendo aprovechada por la industria de viaje como una oportunidad para atender a sus clientes de una forma más personalizada y más económica.
Para que una atención por WhatsApp Business sea exitosa, la resolución de las necesidades de los clientes debe darse de forma natural: Entender la intención real de los usuarios y lo que requieren, para proporcionar una experiencia de resolución instantánea.
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Sister in law, I asked everyone who knows him, but they all said they don t know.However, the treatment of the two people he was interrogating was slightly worse at this time.
Dr. Du, I think we can cooperate. After laughing, Li Chengzu became serious. Du Heng also became more serious, How do you want to cooperate, Director Li Come to our hospital, come to my plastic surgery and orthopedics department.Liu Amei was very grateful to Du Heng. Although the pain caused by ovarian cancer began to intensify due to the disappearance of the ascites and the loss of pressure on the ovaries, she felt more comfortable than she had Elle King’s Inspiring Weight Loss Journey ever felt in Semaglutide vs Mounjaro for Weight Loss: Comparing Two Treatments more than a year.
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As this is relatively rare, then the explanation may be more detailed.
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Faintly, I could hear the sound of dragons chant approaching from afar.Take a step back, just take a step back, and it will be a place you are familiar with.
After a burst of white light, he returned to the holy mountain again.A white snowflake.A white snowflake suddenly floated between Meng Jingzhe s eyebrows.
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This is a hidden danger.Once the Gu God gets close to the Central Plains, she will inevitably transform the Gu, and no one can save her.The snowflakes hit the evil god s eyebrows straight.
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Although Axi is a protoss, her cultivation level is low, so many protoss are unwilling to join her.Just by looking at them, Patriarch He felt that something was wrong.
Dark red flesh and blood rose up into the sky, enveloping and devouring Du er.The people s livelihood is bigger than the sky, Er Wait until you have to do your best to help the people rebuild their homes, and you must not slack off.
This place is called the end, but it is actually a natural square with an open terrain.I have studied them, and the only result is that they are incomplete.
Looking at the turquoise spirit shield that belonged exclusively to the master, a smear of blood appeared in Tan Su s eyes again.The clothing of inner disciples.Seeing that Ah Su was talking with the few people over there in a friendly manner, she took the bank Ryan Seacrest Loses 30 Pounds: His 12-Month Weight Loss Journey to 150 Pounds—Breaking Through Limits ticket from the storage bag and followed the passers by to get the boat ticket.
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Tsk, he had seen the spiritual power he used on Chen Yuanwai before, and it turned out to be a rare spiritual power gathered into mutant vines.Qin Su heard the voice below clearly, narrowed his eyes slightly and clenched his fists.
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She led Su Ma er through a step onto the bridge before answering Well, I met her when I first boarded the boat five years ago.He looked at Gu Jia, glanced at the blood in his eyes, and said with a cold snort Gu Jia, don t pretend to be a pure avenger in front of the master.
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In terms of beauties, Qin Su felt that the women on the board were not as good as her master.But, why did Tan Su bring her here now He also avoided answering his own questions.
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Just when Su Ziyang was about to struggle, Gu Jia Once again, he pinched his spiritual veins and completely cut off his determination to work hard.The author has something to say The title of mother is written as mother, I am guilty of the stupid author, I am sorry for changing it.
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He likes his name to appear in the same gate as Xu Xi at the same time 2.His slightly lowered eyes glanced at the drop of blood on the fingertips.