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 tecnología impulsará la industria del transporte aéreo del país y su primera muestra fue en el Aeropuerto Internacional de la Ciudad de México con Leo.
Pocas tecnologías crecieron tan rápidamente como la computación en la nube y las coubicaciones —tanto dentro del mercado de los centros de datos como para la sociedad en general—.
Immediately give the order to take action. Seeing this scene, Yan Qingyu finally couldn t hold it anymore.Of course, Lu Xuemei didn t know much about fighting moves and had never fought with anyone.
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Su Jiahui nodded and said, but before she finished speaking, she lowered her head in discomfort.
Just when they wanted to leave this chaotic place, they felt Lu Ziji s eyes locked on them.In the sect, there is only Yan Qingyu, a strong person who has entered the martial arts world.
Qi Feng listened to his grandfather Qi Shaohe s words and nodded heavily, secretly making up his mind to practice harder and work harder.And Xie Xin is a lot older, in his forties, and still only has the cultivation of Wuzong.
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Thinking of this, Huang Yushan also started to look forward to it.However, they would never be able to imagine how Du Tianqian lowered his eyebrows and apologized for Sun Jun s incident ten minutes ago in front of Lu Yu.
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The strong man sneered. ten minutes Nine minutes Eight minutes Time passes by minute by minute After a while, most of the time has passed.
After all, warriors need to practice, and it is inevitable that they will suffer hidden injuries, and Linghu Mountain Spring is the best product.And now, his son, a young man under twenty years old, has actually killed Wu Sheng.
The three eyed evil god was very proud, and then looked at Lu Yu.Between breaths and puffs, it seems to be able to encompass the universe.
Even the Martial Master must be killed Su Jiahui s eyes kept lingering on Lu Yu, and when she saw this scene, she was immediately frightened to death.He dared to offend Wang Haoyi. Almost everyone looked at Lu Yu as if they were looking at a dead person.
Damn it, you dare to disturb my business Luo Zhixin looked at Lu Yu and his party and suddenly felt unhappy.There was no sign of distress at all. At this moment, the phone on the first floor rang.
I asked him for help. Listening to Xu Xinru s words, Su Huiyuan looked disdainful.
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He could only vaguely see the huge copper pillars inside the Prison Suppression Department, standing in the thunder and fire.He stood alone. A flattering smile appeared on Qiu Ling s face, and then a thick dragon tail fell to the ground like a jade pillar and smashed towards his position.
He was wearing a layer of yellow monk robes and a Vairocana hat on his head.That ax
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The phantom of the old man s spirit bowed to everyone, and then turned into a ray of light and disappeared into the sky.Unexpectedly, after seeing him, this group of people s expressions suddenly changed, and they rolled and crawled away on the treasure ship.
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Not just on the viewing stand. At this moment, the stands around the square also caused a heat wave because Luo Chen exploded and Han Chen was eliminated.But this time the fog was no longer gray fog, but thick black fog.
Qingmu smiled miserably I can t save him. No matter how much I do, they will never let my father go
I It s okay to die
I can cut off my father s last thoughts
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Then, the young woman turned around with her blood stained face and looked ferociously.Luo Chen has always regarded Mr. Yan as his disciple.
Por Martín Frascaroli | Fundador y CEO de Aivo.