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 usuarios del software de Bentley pueden presentar sus proyectos en el programa de los Premios Year in Infrastructure, independientemente de la fase en la que se encuentre el proyecto.
After seeing his appearance, the doctor immediately shook his head and didn t ask any more questions.This hegemony has allowed them to make rules unscrupulously.
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shook his head after looking away. Because there are too many smart people in this world, some things will look stupid to them, and then they will be ignored and considered impossible
In the office. Zhang Sheng didn t respond, just smiled.When pretending to be an event, Running was played on loudspeakers.
But
After he finished saying this, he was instantly overwhelmed by countless words.When Zhang Sheng returned to the company, he saw that the company was surrounded by countless reporters and passers by.
The young man wore glasses, and his eyes revealed fortitude and determination.Here, I will temporarily advance part of it. The money will be used to solve subsequent problems.
How to get rid of poverty and become rich In that world, there is no regret medicine that cannot be taken.Zhang, you also accepted baseball bats and other sports advertisements Yes, implants are also required
Clothes too Yes Bi Feiyu took a deep breath, and then looked at Zhang Sheng bitterly.
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Zhuo Wuchan, who was in the puppet sword formation, was mentally damaged and spurted out a large mouthful of blood He immediately collapsed and was unable to stop the sword spirit puppet s piercing.try to climb over the city wall without anyone noticing.
Every monk shrouded in divine light, even the ninth order giant whale, was ignored.to avoid the edge for the time being. Captain, what do you think Ye Ling said calmly Well It s just halfway up the mountain, and there are no natural resources and treasures in front of it.
Qingwan was slightly startled and suddenly remembered Are you talking about the Yunyin Stone that smelts the cobblestone array The master has asked us to pay attention to it a long time ago.then lowered his voice and ordered Junior Brother Wu, your sword is fast, Gemini Keto Gummies Reviews: The Pros and Cons of This Popular Supplement
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Who knew that she was a famous hot tempered person from the Dongzhuling Mountain lineage , who dares to provoke her As for the female cultivator of the You Yuexian Sect, she was separated by one layer after all.Enthusiastically introduce to him the situation around Huangsha Island.
I swear with my Taoist heart that I will never break my promise.Let s go look for heavenly materials and earthly treasures quickly.
Elder, Ye Ling. Bingdie took it solemnly, nodded and said, Yes From now on, Ye Ling began to retreat, no longer involved in the affairs of Dongsang Island, and devoted himself to the final stage of refining the Golden Pill A large number of top quality Sky Fire Underworld Fruits, Fire Phoenix Demon Flowers, Dragon Crystal Orchid Grass and Earth Brocade Grass were put into the Apex Keto ACV Gummies Side Effects: Separating Fact from Fiction
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Then the purple flames went out and froze into an ice wall.Their witch tribe and the barbarians are mortal enemies.
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other month, thunder will rise into the sky and connect the heaven and the earth.Just let it happen Yes I second the suggestion. A smile appeared on the corner of Ye Ling s mouth and he nodded.
Boo The water ball exploded, causing violent waves on the sea floor to surge, and several black figures in front were also swallowed up by the undercurrent.Ye Ling s heart moved and he said in a deep voice I saw purple energy twice, there must be something fishy in it If Tianfeng Gorge There is no Zifeng, so there is only one possibility.
Damn it, why did the guards be attacked He couldn t help but be surprised and said Mr.He clearly felt that the woman in the crystal coffin behind him seemed to have a murderous intention, as if it had touched her.
How did he know that Li Yuanba was practicing the Sword Intention Climbing to the Rebel Wilson Weight Loss Journey: Key Strategies Revealed
Sky Technique , which was the most advanced sword cultivation method.He knew that Li Shiming had received three years of early Yuanying resources after joining the sect.
He was told that he was drunk and molesting the princess with evil intentions.round trip. Yuxiang Trading Company, it seems we need to find them He murmured to himself.
Li Shiming didn t want his clone Li Yuanba to be in danger.There are too many core techniques in weapon refining, and it is very difficult for monks to learn them all.
Of course Li Shiming understood what he meant, bowed respectfully, and exited the room.Li Shiming turned into a bolt of lightning and flew out of the mountain gate.
The monks who had participated in the auction were all startled after hearing about Box No.With his status and strength, it was useless to say anything.
You can t blame them for their weak cultivation. If they were really strong, why would they hang out in a place close to the mortal world They would have fought for better resources long ago.In the end, it was a near miss. No matter how well arranged, it would not be effective in the face of absolute strength.
Li Shiming was no longer worried. This time Ren Fei er was caught in seclusion by her mother, so she probably couldn t use the contact card.Brother, you are finally out of seclusion Lu Heng said as he placed a storage bag in front of him.
The three late stage Jindan cultivators felt the pressure from Li Yuanba s great elder level body refining.It wasn t that anyone from the sect would cause trouble for him, but that he couldn t face the monks from the sect.
It is indeed the first choice
Then let s go there together and wait for the three villains of the Ping family in the cave Tang Xuening trusted Li Yuanba s ability, but at the same time she was worried about Li Yuanba s safety, so she proposed to enter together.The arrow shot towards the sword forest. Based on the judgment of the leader of the Three Evils of the Ping clan, his full Say Goodnight to Insomnia: Discover the Power of CBD Sleep Gummies No Melatonin for a Restful Night'
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Even if they meet monks, no monks can discover the existence of the Phantom Dragon.Li Shiming also saw the three great elders, who stopped at a distance of 500 meters.
Let s go Brother Ding s voice sounded. Several Nascent Soul cultivators were stationed at several points in the team, holding fourth grade formation flags and dancing in their hands, keeping this terrifying team in a hidden formation.He didn t want Wang Yuan to have time to rest. The eight early Yuanying monks drew complex spell patterns in front Provigor Male Enhancement Gummies: A Comprehensive Review of Their Effectiveness and Safety (IkQDc)
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But Luo Chen s arrow was urgent, cruel and sudden. In the end, although Jing Jiu escaped the vital point, the arrow still hit his shoulder blade.Zong Qian sneered, turned around and continued to look at the Colosseum.
Li Yisheng bowed. Okay, then don t disturb him first.
Por Martín Frascaroli | Fundador y CEO de Aivo.