Servicio al cliente en canales telefónicos y digitales: ¿Amigos, rivales o complementos?

7 de cada 10 personas prefieren comunicarse con las empresas a través de una llamada telefónica. Esto se debe a que este medio les ayuda a resolver sus dudas y hacer algún reclamo sin complicaciones técnicas que pueden asustarlos o alejarlos de quien les brinda un servicio.

De acuerdo con un análisis realizado por Aivo, empresa desarrolladora de software de servicio al cliente con base en la Inteligencia Artificial, los clientes en la actualidad buscan un contacto simple, que resuelva rápido sus necesidades y que les permita continuar con la comunicación cuando ellos decidan y por el canal que prefieran.

Si tomamos en cuenta que 60% del total de los consumidores acuden a los centros de atención para solicitar la reparación de un producto o servicio no satisfactorio, las compañías se enfrentan con el gran reto de atender y brindar soluciones, ya sea por teléfono, por un medio digital o, lo que es ideal,  complementando ambos.

Por esto, Aivo te presenta las ventajas que tiene el servicio al cliente a través de canales  telefónicos y digitales, para que tomes la mejor decisión la próxima vez que quieras contactar a una empresa para solicitar una aclaración.

Atención telefónica

Fácil acceso. El teléfono sigue siendo el dispositivo de telecomunicación por excelencia en México, ya que existen tantas líneas telefónicas (fijas y móviles) que prácticamente cualquier persona tiene acceso a este medio para contactar a las empresas.

Más cobertura. Para las compañías, la universalidad del teléfono lo convierte en el medio más fácil para interactuar con los usuarios. Por eso, a la fecha el servicio al cliente tradicional sigue basado y estructurado en call-centers.

Personal. Al hablar por teléfono esperamos encontrar un agente que nos entienda y brinde la mejor atención comprendiendo nuestro problema y buscando una solución lo más pronto posible. ¿La desventaja? En ocasiones, los agentes de atención al cliente no se dan abasto y el proceso se dificulta al no tener la capacidad para resolver todas las solicitudes en un periodo de tiempo corto.

Innovación continua. A pesar de ser un medio tradicional, ha recibido mejoras y avances para establecer conexiones de calidad desde cualquier parte del mundo. En la actualidad existe tecnología, como Voice de AIVO que, con base en la inteligencia artificial, permite que agentes virtuales atiendan cualquier solicitud vía telefónica, de tal forma que los agentes humanos se dediquen a resolver tareas específicas.

Atención por medios digitales

Nuevos usuarios. El uso de smartphones y el ambiente digital en el que crecen las nuevas generaciones, impulsan el uso del internet para resolver por este medio cualquier necesidad. Si las empresas desean atraer nuevos clientes y hacer que permanezcan, lo mejor que pueden hacer es adaptar sus procesos con herramientas digitales que faciliten el contacto entre ambas partes.

Inmediatez y Disponibilidad. Los canales digitales permiten una interacción más sencilla e inmediata. La Inteligencia Artificial (IA) permite que bots respondan y las solicitudes tarden la mitad del tiempo en resolverse, que de una forma tradicional. Además, la IA brinda atención inmediata cualquier día de la semana, por lo que jamás se deja un cliente sin atender.

Ahorro y economía. La tecnología se ha convertido en un gran aliado para disminuir los costos de operación del servicio al cliente. Si los usuarios se han mudado a los canales digitales, ¿por qué no dirigir las energías (y el dinero) ahí? Además, permite tener un control y registro minucioso de todas las interacciones, por lo que las compañías pueden corregir y revisar áreas de oportunidad.

¿Cuál es mejor?

¡Ambos! La atención al cliente debe ser como un traje a la medida para cada quien. Existen compañías que pueden prescindir totalmente de las líneas telefónicas; existen otras que requieren interactuar por ese medio. Lo ideal es que cada una analice sus necesidades y las de sus clientes para brindarles la atención más rápida y efectiva.

Gracias a los softwares que responden, identifican y brindan soluciones de forma inmediata, la atención puede ser incluso complementaria y omnicanal para que los clientes “salten” de un canal a otro conservando su historial y sin perder el hilo de su conversación.

Si estás pensando en mejorar tu servicio al cliente, acércate a los profesionales y comienza a disfrutar la tecnología que transformará a tu empresa. Para más información visita aivo.co

 

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After that, we found a group of monks to go in and rescue people.The vine has not changed much, but it has grown from the original five feet high to eight feet high, and has ten more leaves.

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Now he is injured and cannot use 60 of his 100 strength, let alone himself.Immediately, two battlefields formed on the arena, one was Qingyang and Tong Yan, and the other was the black bear monster and the alcoholic bee swarm.

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The task has been completed, and there is no need to consume any more true energy This wave of monks who just came down came from several sects.After a distance of thirty to forty feet, he fell to the bottom of the mountain in the blink of an eye.

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Now they are The influence of the Dream Soul Grass did not bring out half of its original strength.This huge meat ball is naturally the Big Belly Ghost King himself.

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Moreover, the corpse of such a ninth level iron eating beast can still be sold for a lot of underworld stones.Then he found an alchemy room in the Lord s Mansion of Jiuxian City to try to refine the nourishing pill.

Suddenly, an ice and snow phoenix flew out from the phoenix blood ice lotus and circled around the alchemy furnace.Let s not talk about how Qingyang should deal with the Diamond Demon Suppressing Pearl.

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It requires the power of coldness to be refined, and only some demonic cultivators can practice the power of coldness.The dissipation of every rule made his heart ache. It took him at least a hundred years to realize every rule here and Real User Reviews Of Hims Ed Pills Do Njkgxxpix They Really Deliver Results manifest it in the cave.

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But the role of the computer room space is not small at all.Li Yuanba activated the Chichi Tianya , and his body disappeared from the Samadhi Divine Wind.

Brother Lou is such a great swordsman, but that doesn t mean he isn t powerful.This level of alchemy was a treasure among any Proper Cbd Gummies Reviews For Ed Analyzing Fadq Effectiveness And Benefits super power.

Fellow Taoist, we meet again Li Shiming looked at Li Yuanba opposite him with a smile and said with a monk s salute.He also felt that although his spirit had Regen Cbd Gummies Reviews For Ed A Reexamination Of Mmf Their Revitalizing Effects greatly improved, as his control of the computer room space became more and more refined, His improvement in control also became smaller.

However, Li Shiming knew that no matter how badly the Taichu Zongshan Gate was destroyed, the most important things would be left behind.Just when Tan Xian was about to say something more, suddenly a mountain peak appeared above them.

Wang He is a great monk. Therefore, Li Yuanba had the opportunity to watch the exchange between the great monks.That is to say, his extremely good luck, great courage, and unimaginable control over formations allowed him to obtain the core of the cave many times.

In addition, if you make friends with Li Shiming, you can trade fourth grade spiritual tea of this quality at any time.There are quite a few criminal monks here, nearly four hundred of them, all of whom are in the middle stage of Nascent Soul.

He has long lost the possibility of going further, and his longevity is not much left, so Just stay in the Treasure Pavilion and make your final contribution to the sect.They saw the golden avenue and the destroyed puppets.

Thousands of swords attack together, kill Li Yuanba mentally entered the Ten Thousand Swords Peak and pointed towards the eight peaks not far away.When he closed the forbidden jade box, both the Stimuli Rx Pra Cbd Gummies For Ed Comprehensive Review great monk Wuge and the great venerable Hongguang were looking at his joke.

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The Heavenly Seal is not the magic weapon of Yuanying monks, but the real spiritual treasure of Mahayana monks.However, when the great monk Mao Jing said that the great monk Luo Pei might have invaded Yimu Cave, the mid stage Yuanying monk immediately spread the news to all the Yuanying monks.

Who is Brother Li Yuanba and Li Dao, please help our monks A big monk in the opposite team glanced at the monks in Zhongzhou Continent and asked anxiously.Perhaps when he didn t really face death, he still had a little spirit to support his arrogance.