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 CRE y la Coordinación General de Puertos y Marina Mercante designarán grupos de trabajo como responsables de la planeación, determinación, desarrollo y seguimiento de las acciones y compromisos que deriven del convenio.
Existen muchas ventajas al incorporar inteligencia artificial, ya que atienden tres pilares fundamentales: Predicciones y previsiones, detección de anomalías y pronóstico de rendimiento de la organización.
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You, Dean Song, have something to do these days and can t come.
At this point, the patient looked at Du Heng and the two of them, I originally wanted to register with Mr.You should take more care of him on the way. Du Xueting nodded repeatedly, but she didn t know that she had listened to Du Ping s words.
Dear Yes, thank you for your hard work. Keep an eye out for me.The second team was so busy that they couldn t even come home every day.
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Run, run, run towards me. Du Heng felt like his words were trembling.When the sunlight through the window passed over her bedside, she slept more comfortably, without any intention of getting up.
Du Heng looked at the two thick piles of information in front of him, his eyes a little straight.What was originally meant as a joke suddenly became the rage.
When a man is out there, he just wants to save face.You are not protruding in front or back, and you are so ridiculous.
Two people, I will tell the truth. When Yu Haiting heard this, he immediately became serious and listened carefully.This is something worthy of pride and commemoration, so I have to record it with a camera.
Hearing what Du Heng Order Cbd Bd9y Gummies For Anxiety V1ku said, Wu Shengnan s father also nodded.However, Director Jia did not see such a wry smile at all, but continued, You saw it in the morning too.
It s just a pity that Director Jia has a stroke and can t speak.Kang Zhirong cleared his throat, and then said slowly, I was going to help you complete the procedures before I left.
After Du Heng put down his phone, he sighed helplessly.Hey Eh Two different tones, one soft and one heavy, sounded at the same time.
In response to his elder brother s criticism, Du Heng showed disdain and said in a slightly arrogant tone, Brother, I have money, what s wrong with the five hundred thousand car If I weren t afraid of one hundred You re afraid of driving a car worth 100,000 yuan, so I ll buy it for you now.The longer the time, the smaller the chance of his heart beating again.
Wu Shengnan s father His eyes lit up, and he leaned forward slightly, What about burns, scalds, etc.That was Wang Shuqiu s mother. At The Benefits And Effectiveness Of Bliss Roots Cbd Gummies A Comprehensive Review Qhvhr U0ij41 Zflr that time, because she was concerned about Wang Shuqiu s injury, she didn t take her mother s condition into consideration, and thought that she might recover in a while.
This left a deep impression on Du Heng. Auntie, is this your daughter Yes, yes, Doctor Du, you still remember.The disease is cured, and it s getting worse. She wants to compensate me.
But the Ministry of Maternity and Children did have two brushes.Gao Qin frowned and turned around to ask. The woman at the table asked, Have you ever gone to the hospital for a checkup The woman shook her head slightly.
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Those who thought they had a good relationship with their leaders either took out their mobile phones or ran to the offices of their leaders.The moment the old man turned around, he also saw the man appearing at the door.
Even when she entered the delivery room, my son in law said that he walked in by himself.Now that Du Heng s words were in place, his mental arithmetic was finally on the ground.
Jin Juan shook her head, I can t do that. I don t know them, and they don t know me.He really has no way to deal with Du Heng now, unless he breaks up with his sister and doesn t treat the disease himself.
Du Heng smiled softly, but didn t He said carelessly, It seems the punishment is a little light.Moreover, they are all old men and old ladies. They are long winded in their questions and very serious.
What do you mean Wang Shuqiu suddenly became excited.This kind of mishandling of small problems can lead to serious consequences and cannot be ignored like this.
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You really have to use a calculator to calculate one by one.Sorry, the prescription I prescribed can only be obtained in the hospital.
In fact, Du Heng didn t know that the half day he spent in the clinic was squeezed out of Deputy Director Zheng.It s useless. Drinking medicine will only make you relapse.
The purpose of doing this is also to let Gong Daoyang and the others have a clearer understanding of the matter.Xue Yiwen, didn t we all agree in the morning to actively receive treatment What are you doing now Xu Pinglin controlled his emotions and asked the man opposite him softly.
Words of regret. But no matter what, we just don t talk about replacing one person or recruiting one more person.The first time Lu Zhongjiang saw Du Heng, he started to complain, Dean, you are here, and there is a lot of noise down there.
Go away, don t come tomorrow. It doesn t matter what you said.If I can see a doctor in your unit, can the leader of your unit agree Can you make the decision Du Heng s tone became less friendly.
Doctor Du, this way, the director and the others are rescuing this patient.The reimbursement settlement is completed directly at the Provincial Cancer Hospital.
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After slicing, you can t tell them apart unless you are a professional.Walking to the lobby, before going upstairs, I heard someone in Yu Haiting s office, so I turned around and entered Yu Haiting s clinic.
But the effect was not very good, and the patient had no feedback at all.
Por Martín Frascaroli | Fundador y CEO de Aivo.