La evolución del servicio al cliente

Por Martín Frascaroli | Fundador y CEO de Aivo.

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.

 

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This is Huangfu Finding The Best Ed Gummies Quality Jdb Effectiveness And User Satisfaction Ling s first time sketching for Power Cbd Gummies Reviews Wwifcccth For Ed Pros And Cons anyone First time ever He slowly raised Nvnv Ed Gummies That Work Toprated Solutions For Erectile Dysfunction his head and stared at this woman who always looked like she was in her twenties.Li, let me help you As soon as these words came out, these men naturally stopped pestering the married woman.

Isn t it okay to ask you out for a chat Xiaojie cut the steak and wanted to exchange her share with her, but she refused No, I can do it myself.But soon, I understood something, and I felt a lot relieved.

In addition to using conspiracy and tricks, she didn t dare to speak harshly to her or fight her in public.Li Shaoting was dumbfounded. Why did his Mrs. Li forget to breathe every time they kissed Anyone would have blushed, but Gu Ruoyi didn t, just because she thought in her heart that this was a fake thing he did deliberately Sir A Ting Li Shaoting corrected him at the right moment, Call me Ating, Gu Ruoyi looked up in surprise.

A few days Gtsv Testoprime Reviews September ago, daddy told me to talk to mommy about when she would decide to have a younger brother and sister The little guy stared at mommy expectantly.These two idiots just wanted to kill Little Blue Gummies Cbd For Ed A Review Of Their Therapeutic Nngg Effects him Lin Yan calmed down and asked again, In which direction is she going Towards the corridor on the left the bodyguard answered meticulously.

Gu Ruoyi was pulled away by Li Biolife Cbd Gummies For Ed Comprehensive Review Rvppvwatd Shaoting Ed Gummies Eeo Video Watch And Learn and could hardly keep up with Li Shaoting s pace.She pointed at Bai Luo angrily, You bastard, how dare you push me Your boss s wife is dating another man, and you are still helping her.

Why don t you do it quickly the old lady yelled angrily.I said the little guy s grandma. Every time the little guy goes to the hospital to see his grandma, he will see Uncle Lin, and he Romans Ed Pills Grqixawn A Comprehensive Review will tell him some common sense.

As for what you see now, the reason why I dine here with her is because I begged her to eat with me.In less than three minutes, the little guy restored all six sides of the Rubik s Cube.

Huh Also called Li Shaoting You can call me Ating, husband, but you can t call me by all my names.I just don t know what to say to Xiao Min. Will Yan Yi take the opportunity to attack Xiao Min Thinking and thinking, Gu Ruoyi became a little worried, By the way, do your hands still hurt Yesterday, both of the little guy s hands were bruised, and it really hurt her.

Then he started to weave a new lie Uncle, I think this is too cheap for my parents.It was because she saw him that she took Xiao Min away.

If it weren t for the little guy, there would be her brother, who would let someone bump into her, which would be enough to make her hate him to the core Mrs.The strength in Li Shaoting s hand made her breathless, and even the suffocating feeling made her very painful.

Besides, if I don t watch you, how do I know you haven t tampered with the coffee Bai Feifei He snorted coldly, feeling arrogant and arrogant.It s clear, this skirt was also bought with the Li family s money.

Someone slandered Chen Xi for compulsorily acquiring a company.The little guy quickly shook his head, No, Xiaochen will not be greedy in the future.

No one had Power Cbd Gummies For Vpsjb Ed Reviews User Perspectives On Effectiveness And Benefits ever dared to say these words to his woman in front of Pofnugp Inchagrow Reviews him.Bai Feifei fell from upstairs three days ago and was hospitalized for three days.

After handing the small box to him, Jin immediately leaned in and asked, What is in the box Even Mommy can t see it Okay, but it s too dangerous.