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.
¿Música anti-estrés mientras te encuentras en la oficina para hacer más ameno el trabajo? Lo ideal es usar unos audífonos que aíslen muy bien el ruido y te permitan controlar el volumen a tu preferencia.
Con herramientas de inteligencia artificial, los tutores obtienen capacidades como predecir la calificación que obtendrá un estudiante o caracterizar su comportamiento de aprendizaje, esto es, una disminución en su carga de trabajo».
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Moreover, the Five Elements Thunder Beads Jiang Yuebai gave her were very suitable for setting up this formation.Just by looking at this general outline of the technique, we can be sure that Xingchou didn t lie to us.
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Zhenhai City, come here Jiang Yuebai In Zhenhai City, it is sunny after the rain, and the ground is covered with red.In her current state, she couldn t eat grass directly, but the roots could be strangled and plundered.
In the puddle, the water lilies proudly stretched their paths, looking down upon Jiang Yuebai who was running away.Bright red snowflakes are falling all over the sky.
He looked at Lu Yu and felt particularly unhappy. This mere ant actually got the favor of Princess Lu Xiao Gong Haobo s heart thumped and his face turned ugly.But Lu Yu s attitude towards Feng Zhang and other Cangshan Sect members was obviously different.
At this moment, in a dungeon in Luoyue Palace. A poignant figure was kidnapped on a pillar, tightly wrapped with iron chains.Everyone saw a young man with a very feminine face and long hair shawl slowly walking out of it, his eyes seemed to be raised with a strange light.
There are still many rooms that have not been opened Yes, if we find that Lu Ziji, maybe we can get his body.The main thing is that I don t dare to disobey Lian Peng is the number one true successor of the Shenghua Sect, he has the potential to transform into a god, and he is one of the top ten figures on the list of peerless geniuses in the Western Wasteland This is something Elder Songjiang and others cannot afford to Quitting Smoking in 2025? Try These 8 Blue Gummies CBD for ED for Faster Results
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He was obviously doing it for the good of Yu Qing and the others, otherwise if he took action, he would still have hope of escaping at the peak of his Golden Core stage.However, he was shocked to learn that the future fate of the West Wasteland Kingdom was already in chaos Even an unfathomable master like the master of Tianji Pavilion cannot calculate a specific fate However, He Zhenlong was Zion Williamson Weight Loss: A Deep Dive into His Fitness Regimen
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Yan er entered the secret realm of Liu Yan Shenjun s cave However, He Zhenlong was also quite confused.
Even though he had extraordinary attainments in formations, his cultivation level was still low and he had no background.Now I hope that after Yan er comes back, I can have a good drink with brother Lu Ziji Lu Yu also accepted the agreement with a smile and said, Okay I ll treat you then Yeah, Yan.
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But Qin Hu loves Chen Ruoli so much that he will never let him go, and Chen Ruoli has long been disgusted with this evil young man.The natal magic weapon IBMz15 began to calculate its own combat power.
Refining elixirs must not affect your rest and practice Old Ancestor Zuo put the medicine in his hand.The drone flew in the direction it came from, while continuing to rise.
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There is a familiar aura there, that is the aura of a Lei Xiu who practices the Jade Pure Thunder Code , and this Lei Xiu is fighting.Obviously, the five foundation building monks did not pay much attention to Li Shiming and Li Yuanba at first.
Now that he has a master, he can finally get the most accurate answer from him instead of groping for it on his own.He did not return to the Ten Thousand Beasts Sect at this time, but went to his other cave, the one under the water pool.
He first discovered the weirdness of the soil. Although after more than three months, the spells cast by the early Yuanying monks of the Baidi Sect on the ground had long since dissipated, the ground had been strengthened by spells and would leave traces even if it recovered.Normally, Patriarch Jin Kai would not be able to discover this spy.
Although he is so good, he is actually hostile. According to rumors, Master Li was introduced into the sect by Master Jiang Hong.Next to Master Hu, a big monk, sat a strange big monk sitting side by side.
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Not to mention that Nascent Soul was seriously injured, and the risk of seizing the body in this situation increased many times.Mo Yan, go back first Li Shiming got off the carriage and ordered Mo Yan who opened the curtain for him.
The unparalleled sword intent moved forward with unparalleled momentum, the spiritual wall was instantly broken, and the sword intent slashed towards the fourth grade flying boat without any stagnation.The main reason was that Ancestor Lu introduced two Taoist friends who had good friendships to Ancestor Jian, and the future friendship was maintained by Ancestor Jian himself.
Por Martín Frascaroli | Fundador y CEO de Aivo.