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 cadenas de suministro involucran piezas móviles complejas y dinámicas. Para mantenerse competitivo, debes crear un sistema flexible que pueda adaptarse a las interrupciones, aprovechar
En México, gracias a la apertura de empresas que han mostrado un gran compromiso con la tecnología, poco a poco han ido ganando terreno los rubros del marketing digital.
A partir de solo unos pesos al mes, las PyME de México podrán mejorar su imagen profesional cuando se comunican con sus clientes usando su propio nombre de dominio en su correo electrónico.
This way, the family will not be implicated in this failure.The imitation technique can use shadows to attack, and the damage is higher than the main body.
The battlefield is a place for the opponent to perform.If it were one of those cunning elders, saying this would probably tempt him to choose the second one to trick people, but he had a rough understanding of the opponent s style, so he knew he wouldn t trick anyone.
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He is the number one master in the family. Both identity and strength are undisputed, so Ou Ling is nominally assisting the future head of the family in executing the plan, but in reality it is him who makes the decision.The artifact also adds the phantom shooter specialty to Zhao Hao.
However, if Gui Wujiu is indeed destined to be the owner of this treasure, he will definitely be able to take it away with his own abilities, and there is no way he could take advantage of Qin Menglin.It s because of the special attributes of Ziwei World as a big world.
So my guess is that for another person, the feeling he just had, I m afraid
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In his consciousness, he holds many secret blessings from Gui Wujiu s true body.I would like to ask him to go and be with Lin Yi. Everyone, please say goodbye.
Mood is holding. Instead, it seems that he is really clenching his fist and dropping it.He had been hit by an inexplicable force Zen Cbd Gummies Jdc5 Zfhtq8 and was almost unconscious.
Two months ago, the Northern Moon appeared in Linghu Qubing s mind.However, Xin Weiying seemed to have been prepared for it.
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Mr. Xin Ming had a look of surprise on his face. He pondered for a long time and said, You have actually reached the state of Three Views and Concentration.Destiny calls for it, and it comes out at the right time Obviously, the center is Yu Jiaolong, who has become a unique leader in terms of merit and potential.
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From this, it seems that the previous In a fight, the One Horned Ghost King was at a disadvantage.After the Big Belly Ghost King walked into the underworld water, these flames actually forced the underworld water to evaporate continuously, and could not hurt the Big Belly Ghost King at all.
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You can beat me or scold me. I just ask you not to drive me out of the master s door.The marrow is strong but the qi and blood are strong.
After these few days, if we can wait until the seniors from Crouching Tiger City come to help, there may be a glimmer of hope.It was only a matter of time before they were defeated.
The head of the Tian family knew that a poor place like Tianjiazhuang couldn t keep Qingyang, so he didn t say much.I rushed into the mist not far from the black water pool.
Although the fog in front of you is somewhat similar to the Pollen Maze, it is actually different.Qingyang has an agreement with the ancestor of the Zhou family, which naturally has to have a beginning and an end.
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The last time was during the first quarter of 2009, when it first intervened in the stock.What will this mean It means a huge breakthrough in the running of high definition games on mobile phones.
The products on the shelves are always abundant, and even if they cannot be sold, they will be replaced regularly to keep the products fresh.The results were beyond their expectations. During this period, Quantitative Capital s stock price not only did not rise due to this, but it continued to fall.
Continue to new highs. It should be said that the tickets for the galaxies are really good.The other side of the village will also be happy. At the same time, The turnover rate also came out.
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The domestic side is not in a hurry anymore. Anyway, it can slowly compete with the other party.After a while, another expert participating in the meeting said This is indeed a difficult problem.
Although US 7 billion was divided among US 70 billion, don t forget that there was not even US 7 billion before this, and it also won the lifting of quantitative capital restrictions.Domestic players are mainly PC based, and Blizzard En Keto Gummies Reviews Pr23x Are These Tasty Treats Worth The Hype Bk4l Entertainment s three major game IPs, Warcraft , StarCraft and Diablo , are the most well known in the country.
Por Martín Frascaroli | Fundador y CEO de Aivo.