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.
, las organizaciones se enfrentan a retos críticos en la gestión de sus cadenas de suministro. Andrea Brody, directora de marketing de Riskonnect, destaca que la forma en que las empresas gestionan el riesgo hoy es fundamental para adaptarse a un entorno inestable que, según muchos líderes, no se estabilizará hasta después de 2024.
El año 2024 se presenta como un periodo emocionante y desafiante para la fabricación aditiva. Los avances tecnológicos, las tendencias sectoriales y la evolución en la gestión de la cadena de suministro están destinados a redefinir la industria, marcando un camino hacia un futuro donde la impresión 3D desempeñará un papel cada vez más crucial en la fabricación moderna.
El almacenamiento por contrato combina la rentabilidad del almacenamiento público con servicios mejorados y seguridad exclusiva. Sin embargo, antes de firmar, las organizaciones deben evaluar todas las opciones para asegurarse de que este tipo de almacenamiento cumpla con sus objetivos y prioridades. La elección correcta garantizará la eficiencia y el éxito en las operaciones de su negocio industrial.
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If they are in If something happens here, who can I turn to for compensation So when Demon King Xiaotian saw that Demon King Qingling might be killed, he took action in a hurry.If I were slapped, my secret would definitely be exposed.
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If the demonic dragon was not his opponent, and he might not be able to win, The problem couldn t be solved by going out.Instead, it lingered on the water, staring at Qingyang with two red eyes.
This is the same for you. Master Lingxu is definitely no better.The vines stretched into the opening and grew crazily, stretching the entire opening wider and wider.
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Even if they were knocked down, they were still in the huge wave.Li Shiming took the jade bottle and felt his identity jade plate trembling slightly.
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After the salute, he stood back behind Li Shiming. This attitude showed his identity.
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An old man stepped forward, cupped his hands and said carefully.because Ye Fei s small courtyard has a spiritual power formation.
He just shook his head casually and looked at Elsewhere, there was a woman there.Girl, I will tell you with facts. In this society, strength is king.
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If you master the essence, I won t be able to Set realistic goals for yourself dodge with just this sword.I also want to see if Jiangzhou s guards are fair and impartial.
The road protector behind the Wang family has disappeared and will no longer exist in this world.Yes, thank you, Senior Brother Wei. The fifth prince said hurriedly with joy in his heart.
Suddenly, it was like a celestial river lying in front of Jiang Taro, filled with terrifying energy fluctuations.Boom Boom Boom For a moment, the entire martial arts stage was roaring with energy, exploding in all directions, forcing Nan Yun to take seven or eight steps back.
My father and daughter, after all, I had hunted him down.You Yulin in the scroll couldn t help but feel extremely ashamed and angry.
If you decline, you will slowly lose the opportunity to advance.This threshold is his own physique. The body of Nine Suns is like a mountain.
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stared at Yulin and sneered. Kill At this moment, Ye Fei rose up and launched a terrifying attack, vowing to kill this evil ghost.Junior brother Ye, you re out too. Bai Yan and Han Dong came over at this moment, and Bai Yan greeted them warmly.
Por Martín Frascaroli | Fundador y CEO de Aivo.