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.
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.
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
La confianza cero es un concepto ampliamente conocido en ciberseguridad, arraigado en la idea de que ninguna entidad, interna o externa, debe ser considerada como
La entrega de productos grandes y voluminosos ya no tiene por qué ser un obstáculo.
Los minoristas pueden ofrecer una experiencia de entrega rápida, precisa y satisfactoria. Aprovechando las distintas soluciones logísticas avanzadas, que pueden superar los desafíos tradicionales y deleitar a sus clientes con entregas excepcionales.
She held out her magical flying sword and was ready to take action at any time.No, you should come and seize them. Ah I see them jumping around, but there is no sign of weakness Phew The ice butterfly flaps its wings vigorously, and its flying speed increases dramatically He instantly approached the blue and Weight Loss Breakthrough or Hype? European Experts Weigh in on Slim Labs ACV + KETO Gummies
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with joy It turns out that the tenth level phantom dragon in the valley only guards around the open space in the valley and will not leave very far.The thought of taking the elixir of disguise and being able to return to his homeland and see his old friends and relatives again made him feel like he was returning home So Ye Ling took a deep breath, his eyes brightened, and nodded in response Okay I promise you That s it.
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and the maid Lan Yu looked at each other in disbelief, looking at Ye Ling in disbelief.
The Zhuxie Flying Sword flew high, and the sword light looked particularly bright Who Trespassing on the boundary of our Nanyu Sect Several fishing boats gathered up in unison, and as expected, as the old catfish demon said, they traveled across the sea very fast, no slower than a sixth order flying Muscle Building with Instant Knockout Fat Burner
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The flying cloud magic weapon also looked into the sky and saluted.He still said calmly and calmly Oh So you came to the Southern Yu Sect proudly.
If he didn t follow, his head would have to be moved.This made the monks of the Vanguard Army on the other side of the War Soul Pond extremely impatient, wishing that these war spirits who were worshiping around them would immediately sneak into the War Soul Pond to allow them to pass.
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The ice butterfly flew back nonchalantly, and when it entered the spirit beast bag, it did not forget to send a spiritual thought to its owner What the old man with the white beard said seems to make sense.It was also the first time for Hongtang and Qingwan to sit on the sixth order demon dragon.
Come, come, come, the sun won t go down and we won t let you go today.Chen, your friend, said quietly I originally wanted to go to Nanshan Academy to study.
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Shopkeeper Rong nodded and said Gong Liang will definitely be satisfied with the strange colored spiritual crystals, but if we want to take action in the future
Don t worry, there is no distinction between high and low grades among the different colored spiritual crystals.But after changing their appearance, the two guards at the entrance to Fangshi just glanced at Su Ye casually and let him go
The city was very lively, just as Su Ye had guessed.
But looking at Lin Huaizheng ProVigor Male Enhancement Review – Does It Really Work?
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because Su Ye was holding a piece of spiritual crystal in his hand and throwing it around.
It must have been the method the Book Sage thought of.But you can still stroll around in the free area. Huh Su Ye entered the free area and his eyes lit up at the first stall.
But that doesn t mean that s the case for everyone.The elixir was not very useful to Su Ye at the moment.
Okay, you can go back. Su Ye put away the identity wooden sign and said, Our transaction is completed.suicide In the current situation, anyone who believes that it is suicide is a fool.
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There is nothing wrong with this idea, and it is completely feasible in the world of the Hell of the Undead.
After Zhong Kui finished speaking, his body began to turn into blue smoke, and then floated around, completely disappearing.Su Ye is Fei Se s life saving straw. As long as Fei Se is not a fool, he knows that he must rely on Su Ye now and cannot leave like this.
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Xiang Lu Yu reprimanded Junior, you have killed so many people from our Thousand Blades Sect, and even broke one of Junior Brother Ding s arms.Others have no conflict of interest and will not pursue Yan Xunnan.
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They are simply asking for death The Huyu Sect is so arrogant.Driven by the palace master, a large formation was formed, just like the cold moon falling, bringing with it a great terror that would destroy everything boom Facing the impending war, Lu Zhen and others were anxious and didn t know what to do.
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had always been arrogant, tolerate this Lu Ziji, go to hell In an instant, Qianrendong once again charged at Lu Yu with the Qianrenfeng, a treasure that was comparable to a top grade holy weapon Lu Yu smiled playfully, and actually avoided the fight without fighting, walked away, and struck back with a sword from time to time He was waiting for the opportunity to look for Qianrendong s flaw.
The ancestor of Xie Xin Palace, Xie Slaughter, looked at this scene, dumbfounded and speechless.This is the first lesson for you Lu Yu s eyes were as dark as water and he drank a glass of wine in one gulp.
The pig eats the tiger, and Shuai is playing with him.After all, he got so many red flame spiritual milk.
Ma Shen raised his eyes and was surprised He saw the boy who looked like an ant in his eyes walking towards him.This sigh is so vast and ancient, as if it came from thousands of years ago, carrying the vicissitudes and silence of endless time through the years.
What is the answer Lin Beichen fell into thinking again.They didn t understand why it appeared on the other side s face.
Feeling the confused and surprised looks of the students around him, Lin Beichen knew that he couldn t explain clearly to them.Zheng Xia took Lin Beichen s hand and warned Son, you must pay attention to safety when you go out, don t cause trouble, don t fight, and take care of yourself.
After leaving. He did not immediately go down the mountain to buy a mobile phone.Zhou Ya Zhou Ya is not only the class beauty of Class 7, but also the school beauty of Beishan No.
Then he heard Song Xiangdong say When announcing this case to the public, your city bureau will keep everything simple and not reveal too much.Everything was so natural, even changing the topic didn t seem abrupt.
Boom The muffled thunder started again. Sun Chao and the other four trembled all over.Hang yourself with a hook
Naili finished the jingle in an arrogant tone. Tang Ru and Lin Beichen gave thumbs up to each other.
Only its outline could be clearly seen. It seemed that he was sitting cross legged, and there seemed to be something standing upright in front of him.Based on the tracking knowledge he learned yesterday and his keen sixth sense, he found the target in the blink of an eye.
We cannot let him die. Okay. The police officer walked to Zou Huaide, opened his eyelids, and looked at Pupil looked at the cross section of the broken arm again.even thicker than the thighs of many people s self proclaimed slim ladies.
The police officer nodded, turned the computer sideways, and displayed it on the screen.In order not to alert others, they all wore casual clothes.
He seemed to feel the relatively completely balanced positive and negative charges on his body surface, which were surrounding his cold hair and restless.They were all looking through the Zenleaf CBD Gummies Reviews: A Comprehensive Analysis of Efficacy and Safety
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He s definitely not crazy Huh What s going on with this comment He s just watching a thunderstorm from the top of the mountain.Si Ping Da Ma It is directly the most difficult horse step among the horse steps and is the most effective for training the lower body And this move of his also diverted the attention of the three roommates from the lightning strike tree to him.
He stopped staring at the scene and gave some explanations, such as paying attention to protecting Lin Beichen s safety, asking Hu Xianyong to synchronize the details of the case and the scene information to him, etc.Now they were really saved at the same time. The distance between Lin Beichen and Spy C can be described as close at hand.
He only hoped that they could come back safely to avoid causing any harm.When their eyes met
they couldn t help but shook their heads together.
I almost tore through this transcript
I couldn t find another Lin Beichen. In the third grade of Beishan No.
Por Martín Frascaroli | Fundador y CEO de Aivo.