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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The concierge did not recognize him, and Li Baoping did not let him help carry the locust branches into the house.In fact, the young man had been watching and listening in all directions, so he naturally heard the girl s sudden words of thanks.

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With Zhu Lingyan s lessons, it stands to reason that Shao Nan should kill Gu Yueyou now is the best choice, but he is deeply trapped in the enemy camp, Shao Nan still needs Gu Yueyou s help to escape from Bibo Huanyue Island, everything can only be endured Forbearance.He hurriedly greeted the other two Shinichis, and rushed What To Mix With Apple Cider Vinegar To Lose Weight Effective Oqfs1k Combinations to the sea.

They won t believe it, so it s better to restrain them instead.Otherwise, it will not become the only fairy formation of the Holy Fire Immortal Monarch.

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Marquis Wen obviously had already made preparations.Start to rest.Speaking of which, Tuoba Jing was even more nervous than Gu Yueyou in the past six months.

The corner of Shao Nan s mouth raised an inexplicable arc.Of course Shao Nan felt Yan Jianbai s undisguised killing intent.

What s more, Shark Tank Products Keto Redefining Health Ag1 And Wellness the three return to the void Shinichi who have been tortured by the Qingyang thunder and fire for more than a year.In the past two years, Shao Nan s auxiliary secret technique has produced some effects, and there will be Consumer Feedback Memory Loss Supplements Reviewed Qt6jbt2c1 no sudden fluctuations in the realm, which also allows Shao Nan to refine the colorful dragon sword with peace of mind.

In Dao Natural Sect, there are not many foundation establishing true cultivators.At that time, Shaonan asked Xiaocao er to look for this kind of formation in the fairyland formation, and he found such a formation, and Shaonan was studying the Xuanlei Yuanhuo formation.

Shameless Someone in the crowd couldn t help shouting out.It is said that those who can go up to the fourth floor will be peerless masters in the future Come and worship me, the future peerless master.

Even in several dangerous situations, some feelings gradually grew.Shao Nan looked a little sad and didn t say much.Ever since Shao Nan got to know Master Gan Yan, Master Gan Yan has always put the sect first.

Okay.Let s go test it.Looking at Lan Yin s appearance of going crazy, Shao Nan said shyly.As for the restrictions outside the Wuling Phoenix Fire , of course there is a little problem.

It is for the effect of this secret method.Not long after, delicious dishes were served on the table.If this caused Taichu Jubaozhai and Sacred Fire Liulizong to turn against each other.

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Just put the last test directly like this It s really admirable to give up the first place to Lan Yin.Because the food inside is so unique, people can t help but try it again.

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This Immortal Huanhai is really cautious.When there is only one fragment of the map, it looks like a treasure hunt map, which is not very eye catching.Wrong Gu Yueyou suddenly felt something was wrong.Why Unlock Rapid Belly Fat Loss Top Benefits Of 2t143 Apple Cider Vinegar In is this sword technique so familiar Isn t this Shao Nan s sword technique Could it be that he was under an illusion When did this happen If you want to say that the person Release Weight Loss Pills Do They Unlock The Secret To W2y5dw Shedding Pounds who knows you best is often not a friend, but an En The Arguments 1la2zkm0 For And Against Apple Cider Vinegar Assisting With Weight Loss Maoy enemy.

The setbacks in the two battles brought Shao Nan a strong sense of crisis.If you can change people of the same realm, even for a second, the outcome of a battle can be decided.

I know, how many times have you said it.Otherwise, I won t be cheap.Not to mention the area of the Dao Natural Sect, even the few squares that I have walked through.

That is the three Huixu Shinichi of the Sacred Fire Glazed Tile School.Must gladly fight.You think I can t do it I just want to give it a try.

Before the audience at the foot of the mountain could react, Shao Nan s Lose Pounds In Smf8pcec Days The Power Of Apple Cider Vinegar Weight Loss Recipe figure disappeared on Jiuli Mountain, as if Shao Nan had never existed.I thought Shao Nan was overwhelmed by his wit.The power of the Wuling Phoenix Fire is well known.

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Shinichi Kurotsutsu rushed to the first position again, swinging a pair of iron fists, and smashed into the huge monster.If we can t deceive you, then you will become my demon Of course I have to find a way to deceive you once.

It s really boring With you, you have to suffocate me to death.Did the refining fail This was the only answer Lan Yin could think of.

At this point, Shao Nan was finally relieved, and he had survived.I hope he can take care of you.I didn t expect that it would be our last time.

Don t forget.Lan Yin has Shao Nan by his side, and Lan Yuanzhou and the others.