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.
La fabricación ecológica no solo es esencial para abordar desafíos ambientales, sino que también ofrece beneficios comerciales significativos, desde la reducción de costos hasta la mejora de la percepción de la marca y la atracción de nuevos talentos comprometidos con la sostenibilidad.
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.
Soluciones en la nube permiten a las empresas ofrecer una experiencia omnicanal, así como la capacidad de mejorar la configuración del proceso de compra-venta.
Of course, it is obviously irresponsible to leave immediately.Lin Haoming knew that Xie Ruolan had to take action on this matter, although he was a little helpless, but he couldn t ignore it at the moment.
A quarter of an hour later, the roaring sound was at the side of the lake.But at this moment, the magic pot seemed to activate the black mist again, and the black mist instantly dispersed into several groups of black clouds several feet in size, which were about to surround Lin Haoming in the middle.
Long time no see Looking at Xie Ruolan who was also looking at him, Lin Haoming finally spoke first after a long time.Restraint, and this extreme yang real fire is the most rigid and yang existence in the flames, almost only for a moment of release.
You ll be fine Lin Haoming heard this The crystal ball actually opened his mouth, and the shock in his heart stunned him for a long time, then he took a deep breath, looked at the beautiful face that he had seen for the third time and said Your Excellency should be Qi Ling.Of Transform Your Body: How 2025’s Top Celebrities Are Using Apple Cider Vinegar for Weight Loss
course, we don t hide this from Fellow Daoists. The place where Rezao Lian is located is shrouded in a gust of wind from the Nine Heavens.
Now that he has such a means, I think you can go up next time.Before he came out, he had discussed with several other people, so there shouldn t be any loopholes.
Okay, Fellow Daoist Lin. Next, I plan to organize your body first, and at the same time teach you the upper magic pattern.You should forget it. I will definitely get this treasure, even if the price is ten times higher.
There are seven or eight hundred years left Yan Yang has nothing to hide.Felt the need to make things a little bigger. After being cured, this virtuous concubine has recovered her original appearance.
With a loud roar, he once again unleashed his mace.But at this moment, a gray light appeared in front of him out of thin air.
Who would do this in the heavens If they are discovered, they will be controlled already Lin Haoming was very surprised when he heard this.Walking into the room, Lin Haoming immediately saw Cui Changting, who was really sitting on the bed with a pale face.
The movements were fast, as if the mother dragon was really waiting for everyone to go and distribute it.I am afraid that he had at least passed the realm of clearing the void and entered the realm of returning to the void.
As for why I guessed it, the main reason was that I found this person s behavior was a little weird.Yeah Hearing this, Lin Haoming nodded and made a nasal sound, which means he agreed.
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you going to deal with that Bai Xiyan asked directly.It s
it s hard to say, but Mr. Lin, you d better send someone to protect Yao Dong or let him come back as soon as possible, otherwise there is a real possibility of danger, and the current situation in the city, I really don t understand what can be done.
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snorted, and waved his hand casually, and an incomparably violent aura swept directly onto Fei Xun s leg.Zaan roughly sensed it with his soul. There are quite a few soldiers.
How far has he reached Or is he already a grand master Sang Hong shook his head I can t see through him either, obviously his cultivation is not good enough.Zaan walked over with a smile. Pei Shao thought to himself that it wasn t what you told me last time, which made me sleepless these days, worrying about gains and losses all the time.
Sang Qian s tone was cold. Uh
alright. Seeing her resolute attitude, Zaun had no choice but to agree.Respect each other like a guest. Zaun raised his eyebrows, this word can be understood from two perspectives, one is that the relationship Jolly Cannabis Gummies: Unlocking the Bliss of THC and CBD in Perfect Harmony
between husband and wife is indeed harmonious, and the other is that there is no real love, just Each perform their duties, neither salty nor light
I have a presumptuous question, Zaun looked at him curiously, Then why did you come to Yu s house It stands to reason that you should be from the Duke s mansion.
The two chatted with the mother and son for a while, then stood up and said goodbye.Level, that s why you can hurt someone s grandmaster at the ninth rank.
Huanzhao has never seen snow before. She is as happy as anything.This method of absorbing people s skills in the practice world is an evil way that everyone shouts and beats.
Then she took out another audio visual stone, which seemed to be engraved with complicated runes.He has never suffered such a shame and humiliation in these years, and he will definitely make you a hundred times later repay The anger value from Sun Ji is 999 999 999
Yang Long on the side also swallowed his breath and apologized.
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It s too much trouble for Madam, I ll go back first, Madam rests well.The lower body of the villagers walking on the street is in the shape of a snake, and the upper body is not much different from that of a human, but the most obvious thing about their eyes Experience Radiant Ease with Free Vena CBD Gummies: A Comprehensive Review
is the vertical pupil.
At this time, in the ice cave of Daxue Mountain, Zu an was concentrating on healing her wounds with Yuyanluo in his arms.I found you It was its dazed kung fu, Zaan locked on the target in an instant, directly cast Gale to teleport to it, and aimed at its chin with a continuous combination of punches.
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she returned to the yard, her mind was filled with the teasing look in Zaun s eyes just now, thinking that this guy is really getting bolder, even talking nonsense in front of her father in law
Hey, why are the maids in the yard gone Woolen cloth.Although Yu Yanluo spoke fast, her voice was clear and soft, and her words were clear and mellow, which was an inexplicable enjoyment to her ears.
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Then I will go back and send the star slaves out safely before considering other things.However, Xu Yu has no time to deal with these news now, because Jian Yanyou has brought himself and the private soldiers from various generals mansions to the sheriff s mansion.
Yan Xuehen took a breath, although this guy s cultivation base is average, he seems to be telling the truth.Then divide the troops into two groups, one to Zhenyuan Chamber of Commerce and the other to Pegasus Chamber of Commerce Sang Hong quickly gave the order.
This is not good news for him. The Lonely Monster heaved a sigh of relief, because Lin Xuan originally wanted to buy this item, but fortunately it was Do Apple Cider Vinegar Gummies Work for Weight Loss? A Study Among Women Over 50
snatched away by others.However, soon, someone frowned. Although this Kuangjian Chonglou is also powerful, it is still inferior to the Purple Lightning Sword Lei Aotian.
Brother Li, you have dealt with that Bai Zijingyin before.And you can kill Da Neng, and you have a unique blood.
Eternal Dynasty Hearing this, Lin Xuan frowned even tighter.Soon, he picked two more stones. The two stones add up to 200 catties of spar, and after the 10 discount, it is 180 catties of spar.
However, it is a pity that in the first competition, the two did not fight in the end.The terrifying big star umbrella flickered like a big black gun, emitting majestic energy.
The sky seemed to be split open, and the fierce power of space spread towards the surroundings.However, it s too soon to think about it. Soon, the people from the seventh vein left.
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improve the physique of the warrior, but also enhance the soul power.Those people s auras were terrifying and powerful, and their palms formed seals, and strange energies radiated out, forming a huge formation that actually enveloped the entire mountain range.
One after another discussion sounded, and many ridicules were mixed in it.Who is this person who is so powerful that he can block the treasure of the Holy Land of Wanchu Yeah, this sword energy is too fierce.
The entire void shook rapidly and split open. Om Lin Xuan snorted coldly, and when he saw that only one person was attacking him, he quickly counterattacked.
Por Martín Frascaroli | Fundador y CEO de Aivo.