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.
A través de geolocalización las compañías han logrado atraer un mayor número de clientes, potencializar ventas y desarrollar nuevos modelos de negocio.
La industria automotriz es un campo fuerte para el mundo de las tecnologías de información. Dicha fortaleza radica en la operación de los sistemas tecnológicos en el punto de venta.
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.
Expo Cesvi 2018, como cada año, convocará a todos los participantes en la industria de la reparación automotriz, en especial la reparación por colisión.
A hundred feet far and near, full of wonderful ideas.More than enough. With the magic power all over his body, Lin Yi had already used a secret method of turning the heart around to erode the young man s sanity.
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The Nine Turns of Spiritual Light Hall is the secret training hall of Yue Heng Sect s Jin Dao Zhenjun, where secrets are hidden.They are obviously still in their prime of life, sorcerers of the Yangyuan Realm and the Fusion Realm Realm.
Gui Wujiu smiled and said, How is it The middle aged man named Chi was about to answer, but suddenly his eyes froze, showing a very confused look.Even though Xi Lerong had cultivated his mind, he had already regarded the ordinary glory, disgrace and appearance as a fantasy, but being restrained by a woman in this way still made him feel a little restless in his heart.
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Countless chaotic energy surged over, and the physical body also improved rapidly.Meng Lin and Gui Taoist friends should go and take a look.
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Nangong Boyu smiled and said Brother Jing regards this person as a know it all.Because the water droplet image can only show specific images of the two people who are about to fight for at most three days before and after, the information seen in it is incomplete.
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The person he established is indeed not blameless, and who else can do it At this time, Gui Wujiu was in the center of seven large formations, where the eyes of thousands of demon kings from the seven tribes gathered.It was as if Gui Guilin s words were in line with their wishes.
Mo Tianqing said In this case, what can we do Xi Lerong continued I carefully planned the plan.Now in the realm of shortcuts, there is no need to think about the effectiveness of this thing.
This is equivalent to a karma and transaction. For this person, he is not a spirit monster, but has more human or demon blood, and has extremely excellent cultivation qualifications.This old man in black robe is the person responsible for the control and operation of this treasure whether someone is practicing under the tree or not, Real User Reviews: Do El Toro CBD Gummies Work for ED? this thing requires a special activation process.
This kind of combination of precision and indulgence, independent of the calculation of virtual and real paths, is indeed an unprecedented level of sophistication in the world of Ziwei.And the path. And if the obstruction fails, there will be no second chance.
At this time, Jiang Minyi was roughly on par with her.All the treasures. After some speculation, several possibilities have been roughly clarified.
At this time, this little guy would not be Benefits of Using CBD Gummies for Headache Pain so obedient, and he must have already Escaped.Gui Wujiu s Heart Sword strikes, and immediately converges after being dispersed, showing the image of the boundary derived from the sword s intention shrinking rapidly, which is clearly at a disadvantage.
Although he is confident, he is not a fool since the other party uses such a method of fighting the enemy with obvious weaknesses and is extremely unknown in the Tao realm, naturally it is not a free fight, but something is exchanged.Because it is an ownerless qi machine, its flow speed is dozens of times faster than that of a human body.
Then he Benefits of Bliss Roots CBD Gummies rubbed his eyes in disbelief. He paused for three breaths before shouting Who are you
Suddenly, two more people appeared on the bank of the stream.The unbelievable supreme escape method
In fact, Gui Wujiu How to Use Natural Bliss CBD Gummies for ED s true form did not really escape to the homeland of the Soaring Snake clan he was still standing where he was.
The middle aged man surnamed Chi chuckled and said, Okay.Long Yun and Feng Qing vaguely heard this, and their expressions changed slightly
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This is the constraint of equality between man and nature.Then they all turned around and defeated the other two bodies of Gui Wujiu, establishing the victory.
In an instant, at the peak of Hami Mountain, six figures lined up and charged directly towards the formation.The other three were startled, obviously not used to it but after a slight hesitation, they came on stage one after another.
Mood s incomprehension, I understand clearly that I am not to blame.He raised his backhand and threw something in. It is said to be one thing, but actually it is intermittently composed of about five or six fragments.
After practicing alone for a while, Mo Mo suddenly stretched out his right index finger and lightly gestured something in the void.As promised ten years ago, our clan will open up the world in the near future.
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Three years later, it is about to be successful. But the moment Jiang Minyi appeared, Xi Lerong had an inexplicable thought in his mind if he had tried to ascend immediately three years ago, wouldn t he have been blocked if he was not to blame With this thought, there is a trace of sadness.After a while, he said There is a person who came along the way.
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Although Leng Hua copied a copy of the scripture, he spread it among the lower level How to Use Biolyfe CBD Gummies for ED disciples of other sects.However, the disadvantages of this move are also obvious.
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The frame of this bronze mirror is different from the previous six, which were all square.This is my ultimate management can I evolve to This step is actually a 50 50 in my mind.
Love is affection. Hatred is love. Happiness is love. Pain is love.Even if they transfer all their power to the other party, it s not that easy to defeat him.
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A strong man in the second realm of Shenzang, if you fight me head on, and while I am exhausted, you may still have a chance of winning, and want to make a sneak attack, don t you know, I have discovered you a long time ago.It should be quite powerful. It is only suitable for the spiritual power attached to the fourth level of human beings.
It s time for us to think about our own future. We don t want to be trapped here for the rest of our lives.Last night, Senior Sister Guan Tong fought with her to the death.
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It is an ability that can only be seen when looking inside.Anyone who wants to see Senior Brother Wei Dingguo needs to report.
Excellent quality, Brother Ye Liu Qingyang wanted to take care of herself and didn t want Jiang Yulang to know that Ye Fei was an alchemist, so she Is Boostaro FDA Approved? glanced at Jiang Yulang and stopped talking.No, someone seems to be searching for someone Could it be me Ye Fei, who left the auction, did not leave Chaotian Palace immediately.
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Why not go to my house nearby for a while. Jiang Yulang whispered at this moment.Ye Fei saw that the palace concubine who had the divine possession realm was personally responsible for entertaining some big shots.
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Ah Nan Yunluan s brain was suddenly stabbed hard, making him a little panicked.I didn t expect that this kid also passed. It s rare.
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Moya smiled. Yes, Master Xinglan was meek and humble.You are too arrogant. The world is so big that there are many evildoers.
even he thought that Ye Fei was the person hired by the Tian family to act as a caretaker.The woman in white said solemnly. None of this is important.
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Zhao Hao was able to quickly find a safe route because Freya was there.The so called friendly troops they find are actually Sons of Nature people.
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boom Zhao Hao s huge dragon body rolled and smashed into the middle of the Paladins, and finally rolled in front of the Deadwood Warrior before being blocked by him, crushing many people to death along the way.After all, the stronger you are, the greater the chance of facing other strong players.
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An epic achievement If you switch to heroes below the epic template, the demon army may have already broken through the defense line.
Por Martín Frascaroli | Fundador y CEO de Aivo.