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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Las PyME y los pequeños contribuyentes son, en este punto, los más afectados, pues al no prevenir con tiempo estos gastos tendrán que desembolsar una fuerte cantidad, de un día para otro, para tener dichas actualizaciones.
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It was the remaining aura after the spiritual imprint left in the jade tablet disappeared after the death of the great monk Shi Dong.Thinking about it, it was impossible to leave some wealth before the sect was destroyed.
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I, Zhang Sanfeng Did they really step into the starry sky from here That ancient road is here But why did Master say that the ancient road was somewhere else Ye Fei Addressing Common Concerns and Questions couldn t help it anymore, rushed over, and looked again When it comes to those stone carvings, there are some moments of ancient people on them, many of which Ye Fei doesn t know very well.
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How is this possible Let me send you the talisman and ask.Leng Yu asked doubtfully. It seems that Junior Brother Ye was sent on a mission by Elder Tang.
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If this woman can get the hell s fire, she should be someone who has a great chance.As for how to obtain the semi artifact Tianling, it was just a chance.
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The departure of Qingyang made the Liu family gradually lose the right to speak in Wantong Pavilion, and without Liu Wei, the Liu family was even more powerful.Seeing that Elder Wusi and others were still waiting for him to express his position, Qingyang said politely Distribute it to Do I have too many You User Feedback on Full Body CBD Gummies for ED also need a lot of resources to rebuild the Immortal Sect.
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They could not resist at all. For a monk To me, this is the most unacceptable.