Por Clayton Da Silva | Director de Soluciones y Logros para LATAM de Zendesk.
Históricamente el Servicio al Cliente ha sido uno de los procesos más complicados para construir y operar dentro de las empresas. Se tiene la mala costumbre de concentrar las energías y, sobre todo, el presupuesto en aspectos productivos y de marketing, haciendo a un lado el paso más importante para “enganchar” a los usuarios: dar un buen servicio al cliente.
Una de las razones por las cuales suele relegarse este proceso radica en la gran complejidad que por años ha representado elaborar un efectivo y eficiente servicio al cliente. Grandes equipos de call center, ventanillas con filas interminables y trabajadores estresados por la complejidad de la tarea de atender a clientes con alguna molestia o duda.
Sin embargo, recientemente esta idea se ha ido desvaneciendo en el pensamiento de los empresarios dada la incorporación de las nuevas tecnologías para la atención de usuarios. En la actualidad las empresas están volteando cada vez más la vista a la inteligencia artificial como una herramienta de gran valor. Empresas vanguardistas tienen a su servicio agentes virtuales con atención personalizada omnicanal, a través de la cual los usuarios obtienen una respuesta inmediata sin importar la hora del día ni el medio que utilicen.
Para lograrlo es importante seguir estos pasos:
Conoce tu empresa
Es imperativo que antes de saber cómo operar con eficiencia tu proceso de servicio al cliente conozcas qué es lo que ofreces, cuáles son tus fortalezas tanto como marca y como producto, así como tus áreas de oportunidad. El conocimiento de la naturaleza de tus productos te dirá el camino para incorporar una estrategia en atención para el cliente.
Conoce a los clientes de tu empresa
Este probablemente sea el paso más importante de todos. Muchos le llaman tener “empatía”, lo cierto es que conocer con detalle las características de tus clientes, sus necesidades y sus inquietudes, te hará resolverá la mayor parte del problema.
Una vez teniendo un análisis de tus usuarios, puedes planear y desarrollar estrategias para que tus servicios y productos atiendan y respondan sus necesidades. Esta es una tarea compleja dado que los clientes suelen cambiar y adaptarse a diferentes circunstancias, mismas que pueden ser ajenas a tu propio negocio, por lo que hacer estos estudios de forma periódica será de gran utilidad para tu empresa.
Pierde el miedo a lo nuevo
¿Robots? ¿Inteligencia Artificial? ¿Agentes Virtuales? Quizá estas palabras parezcan salir de una cinta de ciencia ficción pero son mucho más comunes de lo que piensas. Las redes sociales, portales de Internet y conmutadores telefónicos ya funcionan con agentes virtuales que atienden a miles de usuarios en sólo minutos.
Incluso la inteligencia artificial se adapta y reconoce a los usuarios. No se trata sólo de dar una respuesta automatizada, así que seguiremos viendo a los agentes humanos trabajando en la resolución de problemas complejos mientras los bots se dedican a manejar tareas más transaccionales.
Acude con un experto
Esto de la Inteligencia artificial parece un mundo nuevo lo mejor que puedes hacer es acercarte a una empresa especializada. Con Zendesk, ayudamos a concentrar el conocimiento de los problemas de los clientes y la manera de resolverlos de forma automática, generando respuestas inmediatas y automatizadas a esos problemas sencillos para que los ejecutivos puedan concentrarse en solicitudes de mayor complejidad, contribuyendo así tanto al incremento en el número de casos atendidos como en la productividad de los centros de contacto. Estos sistemas le pueden brindar a los clientes respuestas e información más pertinente de forma automática y con contexto. Esto garantiza que la experiencia de la respuesta automatizada, sea satisfactoria.
El flujo de migrantes calificados ha contribuido a un ligero descenso en el promedio total del índice de este año. Es la primera vez que se ha reducido el promedio general del índice desde la primera edición en 2012.
Aunque todavía hay una probabilidad baja de guerras comerciales, vale la pena observar de cerca las decisiones en cuanto a la política, y las respuestas internacionales que generen, para estar atentos a las señales de escalada.
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So can we think that the acupuncture points change the flow pattern of bioelectricity, and the bioelectricity changes, so the magnetic field also changes Tang Jinhan raised his head in surprise.You don t know, your daughter is only a little over a year old now, but she is so talkative.
As long as we determine the efficacy here, we can issue new snake medicine in the name of the hospital.The reason why he called everyone together to discuss it was because Ms.
The second project that made Du Heng laugh and cry, and even felt ridiculous, was the acupuncture standardization research and standard setting.Most of the people he wanted to meet this time were in the mountainous areas of the southwest.
After several days of treatment, it is now basically certain that Master Li will not fully recover and will suffer from hemiplegia of his left hand and foot.Can you help me ask this uncle if he sells this prescription I will.
Lou Guozhang went to convey Du Heng s words to the old man.There are also female celebrities in this living room.
Big brother s sheepfold is neater than this one. If you don t dig it, are you going to treat me to a self heating hot pot Du Heng sat on the sofa and looked at the coffee table full of self heating hot pots and boxes outside.
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Wrong estimation of ability may lead to the death of the patient.explain. But as long as you think about it for a moment, let s not talk about Du Heng s current sweeping approach, but talk about Du Heng s identity.
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Wu Yueli reached out and patted the small wooden box on the table gently, with a look in his eyes.Moreover, with Master Jia s ability, it is actually easier to see from the way this great disciple handles these basic illnesses.
After all this was done, Wu Shengnan turned around and looked at Du Heng and said seriously, Husband, I want to tell you something.It s easy to get carried away while talking, so I wrote it down on paper.
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And when the excitement provided by the drug fades away, even an adult, let alone a child, will feel a sense of loss.But in his peripheral vision, the gleaming kitchen knife had already reached his face.
Professor Du, Professor Du, hey, wake up, wake up.
There was no way, even if he wasn t going to go to the acupuncture hospital, he had to go now.
Although there are countless forces in Bailong City, the only one who really has a close relationship with Shaonan is to serve Haizong freely.After seeing the dense black shadows, the five true monarchs all felt their scalps go numb.
Finally, Xiaocao er realized that Shao Nan s comprehension is really evil.It s just too hard.As expected of a fire control contest in which the fire control geniuses from the entire Colorful Continent participated, the first item alone was so difficult.
If you don t pay attention, it will be a disaster.Xinghuo Shinichi, as the main force of suppression, even It is difficult to even speak.The outside scenery I saw just now is like a flower in the mirror of the moon in the water.
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This fire control competition was originally considered by Fan Tianyou as his famous work.Set off another climax.The top ten cultivators in the Gentle Flame finally have a test.
Fortunately, all the elites of the various sects present are the elites.It s just that Shao Nan couldn t absorb such a violent fire attribute heaven and earth vitality.
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As for the harvest, it is Shao Nan s leaps and bounds in illusion skills, and that mountain that is getting bigger and bigger.If you encounter the magic way back to the void, you might even search for your soul directly.
It was just to guide, and did not restrict Shaonan s direction.While Shao Nan was thinking wildly, Chai Jingming was finally ready.
But now I have some ideas.After all, there is such a magical place on a map, so the cave should be even more magical.
Por Clayton Da Silva | Director de Soluciones y Logros para LATAM de Zendesk.