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.
Los trenes de hidrógeno no solo están revolucionando el transporte ferroviario con su tecnología limpia y eficiente, sino que también están marcando el comienzo de una nueva era en la movilidad sostenible. A medida que más proyectos se desarrollan y la tecnología continúa avanzando, es probable que pronto experimentemos el impacto transformador de estos vehículos en nuestras redes ferroviarias.
Los humanos aprovechan el poder de las nanopartículas —elemento central de los puntos cuánticos que acciona las imágenes sorprendentes del televisor QLED.
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have a look. Now that the cultivation base has been greatly restored, and the moon s energy in the cloud is more and more abundant, I am more worried about this snake cultivator.His son looks like he is blowing up to the sky. If I can beat him so quickly, why do I still have to come here to learn from my teacher Pei Mianman rolled his eyes, Hey, Master, why bother, if you backed down a little back then
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obviously very angry, Don t mention this matter again, otherwise don t talk about it.
Brother Zu, did you catch the wind and cold Xie Daoyun asked with concern, but felt a little strange.Thinking of her breaking out in cold sweat later on, and the current situation, it is reasonable to say that she should no longer have contact with Zaan, but it is inevitable for her to Making Sense of Keto: A Close Look at Keto Flow Gummies Reviews
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I ve seen the Crown Princess Zu an saluted. My lord Zu, please forgive me.This is a good idea. He really has me in his heart.
However, such things as birth date and hair and nails on the body are needed.Yun Jianyue couldn t help but turned her head and stared at her for a long while Why did I raise such a stupid apprentice like you.
On the way back, Chu Chuyan said with emotion Hey, I realized that I really don t understand you.Can t you be reborn Let me see if you can be reborn after being scratched by the poison in the dagger.
Although the three factions have now declined and no longer had the glory of their peak period, this deep rooted habit still remains.And taking a ten thousand step back, even if the father is really willing to share it, it must be the premise that there are many elixir, but what if there is only one elixir Of course, he would never dare to say these questions, and the expression on his face was as sincere as possible.
Zu an gave Sang Hong a healing elixir obtained from the demon king s court, and looked at him gratefully.She made a good impression on her heart. As soon as he thought of this, he raised his head and chest, and left like a proud big rooster.
Why do they appear thousands of miles away Before the few people had time to discuss, there was only a loud roar, and a monk with a swollen face slowly walked out from the rebel formation.
Opportunities are in front of them, but they can t move forward.As the master, he can kill the war servant at will, and the war servant will not have any resistance.
This is also an extremely powerful force. Elder Shuiyue s status is very high, so after going back, he directly called a force from the world to assassinate Feiyudongtian.Xueqi snorted coldly. It s really despicable. You are wrong. This is called strategy and means.
Yinsu looked at Xian er in great surprise, and she looked at Lin Xuan again, with doubts in her eyes, and then she smiled, Junior Sister Qin, this young master looks very unfamiliar, don t you want to introduce me Qin Xian er was taken aback for a moment, and then she knew that Lin Xuan was unwilling to reveal her true identity.
Has their Fairy Zifu been suppressed by others who is it Some people said that from the looks of it, it should be that Lin Xuan.It was a rune. A terrible breath surged out of his body, who Dare to lay hands on my grandson With a loud shout, the nine heavens and ten earths Authoritative Insights into Menopause Hormones Weight Loss in 2025: Shedding Pounds with Precision
were shaken Great, Grandpa, save me Hope appeared in Yan Jiu s eyes.
They all mourned for Lin Xuan. It s a pity that such a genius fell like this.This is the gorgeous dividing line Some people wanted to start it, Lin Xuan snorted coldly, the six phantoms roared to the sky, a terrible breath erupted, and even more roars came from a distance, no, there are other phantoms coming, this guy Don t you want to summon the army of phantoms All of a sudden, everyone s scalps went numb, Tyranny also said, Liu Qing has grown up, let this kid go first, let s go to Qiankun Palace first.
Moreover, he himself came from hiding his identity, so it is impossible for him to display his best supernatural powers.Boom boom boom. This was a blow from the mid term of the Saint King.
Once he succeeded, Mo Fan sneered and killed again.Little Lord The people of the Dragon Clan were delighted, and on the other side, the people of the Palace of Eternal Life and the Fire God Palace exclaimed to heaven.
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this matter had gone too far, but at this point, he couldn t say anything, boom Just when everyone thought this stop was over, the sound of a dragon resounded through the heavens, and the shattering dragon erupted with a terrifying aura in an instant.
This is it The other shore flower Lin Xuan s pupils shrank sharply, and he said to Xian er, I am in danger, you help me cover, the relationship between Qin Xian er and Lin Xuan is a life and death friendship, when she heard this, she also waved her hand, Let the surrounding clouds and mist become more diffuse.
Endless sword energy rushed out of Lin Xuan s body, sweeping across all directions, like a green lotus blooming, covering the entire world.But it is very possible that it is a world, Heavenly Court, as the existence of a family beyond the The Role of Carrie Underwood's Weight Loss Gummies in Her Fitness Journey
ancient times, it is naturally possible that this kind of space world exists, so this time, after those strong people came, they wanted to break through the ruins to find that space The entrance to the world.
At the same time, sword energy rose from his body, turned into a giant dragon, and flew between the sky and the earth.Moreover, they also discovered that not only the Saint King of Stars, but also Yan Mo, and the meaning of the ancestor of Shengtian were involved in this matter.
At this time, an elder of the Guang clan flew out, turned into a streamer, and his speed was extremely fast.The next moment, she sneered, Are all the Jinwu clan so arrogant It s a woman who actually blocked Jin Wuhao s attack who is she Countless people were Luxe Keto ACV Gummies Reviews: How 30 People Lost 50+ Pounds in 2025
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do something about this successor, I heard that there are several successors in Zifu, and there are many alternative successors, This time, I will take them under the knife, and let them know the consequences of daring to offend Shangxian.
He came here specially for this grand event, you have to be good, thank you, Xuan Hai stood up, looked at her daughter and smiled, Xue Qi was also surprised, did the elder of Misty Peak come in person Could it be that he has come to recruit disciples The junior Xueqi met Senior Dugu.The remaining two, Lin Xuan went up to meet him, Adele Weight Loss: 5 Surprising Tips That Helped Her Shed 50 Pounds
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Lin Xuan looked around and found that, apart from their helpers, there were five disciples of the El Toro CBD Gummies: The Ultimate Wellness Companion
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faces of the people in Zilingdongtian changed greatly.His palm seemed to have turned into a world, with a terrifying aura.
Countless families were shocked. Although Lin Xuan is full of treasures, it will cost a lot to provoke the other party.But now, he made a mistake and broke his arms, turned into a phantom of a dragon elephant, and stood in front of him.
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I really don t know much about the business. If you really want to go this way, you can discuss the details.Master Lin actually knows about Yuan s little nephew You even praised him Do Apples Make You Lose Weight? Unveiling the Nutritional Truth
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Yinye proposed the last one. condition. For this request, Lin Haoming and Shu Siyue glanced at each other, and finally Lin Haoming nodded in agreement and said Okay, I can agree, but before that, I hope you can send them a letter, ma am, to let them give up resistance.The fat man had a bruised nose and a swollen Comprehensive Overview: Top One Keto’s Breakthrough on Shark Tank in 2025
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Then why didn t you kill me directly Cui Changting asked with a hint of hope.The Spider Mountain Range, the Demon Suppressing Army did not collect much information.
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was so open and aboveboard, I am afraid it was something that the anti magic army acquiesced, and they might even They can get some, and they just need to control the speed.
Yuanjing If you can take out a fortune crystal from your body, it will be considered yours Han Ningxiang said disdainfully.The murder, which is obviously extremely terrifying in the world, has become an interesting thing at this time.
The man quickly sat cross legged next to the sarcophagus, and began to adjust his breathing.How can we arrange for so many brothers Master Tongtan, let Qingyu go to the living room to have a cup of tea, Feng Ling will follow me, Mao Mian, Ye Juan, come with me Mrs.
This is some detailed information about this operation.I don t know how she died. The chief jailer said. How long has he been here Lin Haoming asked. This person Discover the Best Meals for Weight Loss: Expert Recommendations and Real Results
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Lin Haoming can deal with Cui Changting wholeheartedly.Hearing these words, Rong Ke finally looked at Li De, looked at him standing in front of him, and asked You said you came to join us Did you escape No, the officers and soldiers of Dongzhou are here After occupying the Third Ring Prefecture, all of us who are still alive were imprisoned, but recently the Nanzhou army surrounded the Third Ring Prefecture, and they became increasingly anxious, so they Unveiling the Effects of Apple Cider Vinegar on Weight Loss: Insights from 2025 Study with 300 Participants
planned to send someone out to deliver a message.
Senior, I don t know. If it wasn t for the big trade fair held in Devil Slaughter Castle, I would not have had the opportunity to join the Lianxinhui.Bao Wanchang also knew that it was Lin Haoming who had come Best 4 Approaches for Office Workers: Is Diet or Exercise More Effective for Losing Weight?
over early in the morning, so he didn t stop healing, and made Lin Haoming wait for a while before he finally accepted his work.
When Mrs. Yinye heard this, her face twitched, and there was a murderous gleam in her eyes as she looked at the man.In three days, give me a rough manpower structure and an implementation plan Yan Yuyan said in an orderly tone.
Of course, Lin Haoming would never mention it, and just traded with the other party with a smile.After getting started, the elders told us the first thing is that the primordial spirit is the most important thing.
Although there were a few more bugs in the middle, because they were too weak before, they died in the middle.Lin Haoming also politely replied Lin is new here, and there are many places where Mr.
Por Martín Frascaroli | Fundador y CEO de Aivo.