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.
Desde nuestra perspectiva como compañía, el 2017 solo fue una muestra de los éxitos que nos esperan el siguiente año, ya que seguramente seguiremos presenciando la consolidación del e-commerce
La resiliencia en las cadenas de suministro no es solo una responsabilidad de los líderes del área; es un imperativo estratégico que debe abordarse a todos los niveles de la organización. Las empresas de capacitación tienen la oportunidad de liderar este cambio, proporcionando el conocimiento y las herramientas necesarias para que los líderes naveguen con éxito en un entorno empresarial cada vez más complejo. Invertir en capacitación se convertirá en un factor crítico para el éxito sostenido de las empresas en el futuro.
Estas 10 empresas no solo lideran en términos de ingresos y empleados, sino que también destacan por su enfoque en la calidad, la sostenibilidad y la innovación en sus cadenas de suministro. Su éxito es un testimonio de la importancia de una gestión de cadena de suministro de primera clase en el mundo empresarial moderno. Conócelas! Lee nuestro articulo completo aquí
Diseñado para que sea sencillo e intuitivo para los clientes, Hitachi IoT Appliance ayuda a los usuarios a lograr rápidamente sus implementaciones de IoT.
She saw a beautiful woman looking at her viciously.Li for sending your man to jail Do you dare to say that you didn t think about it Do you want to harm Mrs.
Behind the scenes, he stood up and shirked responsibility.Her lips were like jelly and very elastic. Gu Ruoyi was stunned for a moment before she could react.
It will be soon. We will leave for home tomorrow. Mrs. Li doesn t need to miss me too much.When he saw the pirate ship, Xiao Min s eyes lit up and he asked his mother to buy a ticket for him.
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However, going to Jiuli Mountain is not just because of the protection of Jiuli Sword Master.With my own merits, even if I can t exchange for Yangmai Fruit.
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It is definitely not an easy task to make Shao Nan say a miracle things.The other two Golden Core Dzogchen felt that Lan Yin must be inexperienced in battle, and that he didn t even know how to take out the magic weapon.
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Isn t it okay to ask you out for a chat Xiaojie cut the steak and wanted to exchange her share with her, but she refused No, I can do it myself.But soon, I understood something, and I felt a lot relieved.
In addition to using conspiracy and tricks, she didn t dare to speak harshly to her or fight her in public.Li Shaoting was dumbfounded. Why did his Mrs. Li forget to breathe every time they kissed Anyone would have blushed, but Gu Ruoyi didn t, just because she thought in her heart that this was a fake thing he did deliberately Sir A Ting Li Shaoting corrected him at the right moment, Call me Ating, Gu Ruoyi looked up in surprise.
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Huh Also called Li Shaoting You can call me Ating, husband, but you can t call me by all my names.I just don t know what to say to Xiao Min. Will Yan Yi take the opportunity to attack Xiao Min Thinking and thinking, Gu Ruoyi became a little worried, By the way, do your hands still hurt Yesterday, both of the little guy s hands were bruised, and it really hurt her.
Then he started to weave a new lie Uncle, I think this is too cheap for my parents.It was because she saw him that she took Xiao Min away.
If it weren t for the little guy, there would be her brother, who would let someone bump into her, which would be enough to make her hate him to the core Mrs.The strength in Li Shaoting s hand made her breathless, and even the suffocating feeling made her very painful.
Besides, if I don t watch you, how do I know you haven t tampered with the coffee Bai Feifei He snorted coldly, feeling arrogant and arrogant.It s clear, this skirt was also bought with the Li family s money.
Someone slandered Chen Xi for compulsorily acquiring a company.The little guy quickly shook his head, No, Xiaochen will not be greedy in the future.
Por Martín Frascaroli | Fundador y CEO de Aivo.