La evolución del servicio al cliente

Por Martín Frascaroli | Fundador y CEO de Aivo.

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.

 

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After all, in this competition field full of big men, such a beautiful beauty suddenly appeared on the stage carrying a big knife.Yes, it was clear that Tang Xiurong had no strength to speak just now, so how could he curse now And he scolded him so vigorously Looking again, she looked very Fact-Based: Can Apple Cider Vinegar Really Help You Lose Weight and Deliver Health Benefits? good, not as weak as before.

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Her sword intent was filled with the smell of blood, and it seemed like she could hear the wail of life every time she crossed it.So Fan Bangyan must have come over to say hello and be polite.

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Wang Kai understood, and then said Classmate Lin Beichen, thank you for your cooperation.His Review Blue Vibe CBD Gummies: Unlocking the Potential of CBD for a Better Night's Sleep dizzy and swollen head suddenly became clear, as if he had opened up the two channels of Ren and Du.

He actually took a path that was different from science, controlled thunder and lightning, and made the legendary things come true.He sat cross legged again and began to The Benefits and Effects of CBD Gummies 5mg: A Comprehensive Guide (UzIhB) practice. The electrical elements in the lightning struck wood are in a saturated state.

In other words, it does not exist in this world. Suitable for those who practice immortality.Old Lin, what s the matter with you I asked you to call your son back.

Suddenly A slender golden arc was like an extremely sharp blade, cutting through the gray night sky, flashing past the necks of the four people behind Topping, and then disappearing.At the door, Zheng Xia and Lin Xiangdong looked at Lin Beichen expectantly.

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Lin Beichen lowered his horse and spread his entire back.It happened that no one disturbed his practice, and he realized the fire element in the magma of the Jingli Mountain Crater.

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During the thunderstorm, he could experience lightning again and see if he could have the same kind of insights that he had when he first saw lightning during the thunderstorm.