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.
l mercado de cloud se multiplicará por seis en los próximos cuatro años, pasando del 7% actual al 41% del total global de las comunicaciones unificadas en 2020.
Los entrevistados para este reporte coinciden en afirmar que la asociación con un 3PL integral experto, sea en gestión de operaciones como de bienes raíces, puede proporcionar una solución perfecta y potente.
Los chatbots ya han empezado a infiltrarse en el mercado a un nivel básico, pero en el futuro podrían convertirse en nuestra fuente de conversación más común.
The patriarch of the Shen family also frowned Could it be a Does Kelly Clarkson Really Take Keto Gummies? Separating Fact from Fiction
super formation master It s really interesting.Through the beast slave seal, he learned from Falcon that the Duan family sent a large number of masters to surround and kill him, so he had to leave quickly.
Everyone shook their heads. And Lin Xuan ordered Luo Bingshan to abolish all the surviving Black Dragon Sect warriors around him.The outcome has been decided. Say it, the light under Lin Xuan s feet shone, and he returned to the Bazhen chess game in an instant.
He is not willing to give up the treasures in the ancient tomb to other forces.Originally, with the strength of Taoist Cangsong, he could only fight with him A tie.
Feeling this aura, the red haired young man trembled all over.Lin Xuan, an earth level martial artist, has also seen a lot, but most of them are boxing, sword, and saber techniques, waiting for extremely powerful martial arts, and there are very few martial arts for the practitioners themselves.
The strong men of their Duan family have a hundred ways to make the other party s life worse than death.But, could they beat Lin Xuan and Zhao Xue Thinking about their performance before, everyone felt chills.
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Even, he also put forward a wooden barrel principle, that is, the strength of a warrior depends on his weakest item.It was so angry that it went crazy, and its whole body was extremely ferocious, with a monstrous murderous aura.
But Lin Xuan didn t retreat, countless sword qi rushed out of his body, and quickly cut off the mad current and energy aftermath.Impossible, how is this possible Tian Youque was shocked, he couldn t think that a crawling snake could make him tremble.
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Hearing her explanation, Yu Yanluo s face turned pale.It s a pity that I still haven t seen her. It stands to reason that she will come out to observe today s chief disciple competition.
Forty nine giant swords descended from the sky and slashed towards Lin Xuan.Soon, there were fewer people around, and this place seemed to be a forbidden area, no one could come.
The mountain range covered by the thunder behind him is indeed intact.This is the gorgeous dividing line came out, and spoke in a cold voice.
Now that he has shown his true identity, he no longer needs to hide it, so at this moment, this unique technique is displayed.They had disciples from Dongtian, strong men from the Taikoo clan, and even native families from Qiankun Ancient City.
Yu must be right. You just want to see how handsome he is
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Zaun observed her face, ah, is the Lord talking about what happened just now I just felt a holy light in front of me.Go on, I m tired. Bi Linglong waved her hand. Yes Rong Mo took the maid s body out, and cleaned up the scene by the way.
No need, I have memorized everything. Zu an replied.Of course, it s not that people work day and night all the time, but they work on different shifts.
Zaan frowned and said But these years, King Yan and the Demon Cult have been fighting every year, and the dog s brains have been shot out
Nurture It s just Kou s self respect. Sang Hong sneered, This King Yan is smart, and he uses this to allow the court to allocate resources to him continuously, and at the same time take the opportunity to expand his army and power.
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Sang Qian mentioned several places in a row, and they were indeed the most common places.
At this time, the fat venerable beside him also exuded a ninth grade coercion, and it was obvious that his majesty was repeatedly provoked today, and he was not happy.And everyone got word that there is a top quality product at the finale today, if you spend your money here first, you will be in trouble later.
The servant girl was taken aback and stood by the side at a loss.Seeing me with my own eyes Do you feel disgusted by using Medusa s ability She looked at the other party nervously, after all, in this world, Medusa is already synonymous with evil.
Por Clayton Da Silva | Director de Soluciones y Logros para LATAM de Zendesk.