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.
Las soluciones de identificación seguras permiten a las personas acceder con comodidad y seguridad a los sitios físicos y digitales, y conectar objetos que pueden ser identificados con precisión.
La #demanda de entregas rápidas está en su punto más alto, y adaptarse a esta tendencia puede marcar la diferencia entre el éxito y el estancamiento. Con la entrega en el mismo día a través de crowdsourcing, tu empresa puede cumplir con las expectativas de los clientes, optimizar #operaciones y expandir su mercado.
Descubre cómo la entrega en el mismo día puede transformar tu negocio
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The inventory of the medicines and money that had been sold was quickly completed.After lunch every day, she would sit in front of the primary school and play cards all day long.
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He Du Heng stretched out his hand to pull the parent up, and he immediately called Zhou Yixian.Crack The dormitory door was closed. Gu Ping suddenly rushed to Du Heng s side.
What do you mean Zheng Yuanchao was a little bit stabbed in the heart, and he began to look furious.Send these people away and the phone starts ringing.
But the current situation is special. The woman ate two handfuls of bitter almonds.The old man was actually not old, he was just in his fifties.
After saying a few words, Du Heng immediately went to the township finance department with the approval slip.As expected, the two of them were a little hesitant.
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As he spoke, he placed the tea with complicated procedures in front of Du Heng.In fact, we don t need to take the initiative to integrate them.
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Mei Dong glanced at the young doctor unhappily and asked him why he was watching the video.Say. Our family wants the child to be named Liao. Fan. But Yuzhu disagreed.
These things are of no use. I don t know what the old lady was thinking.You can t go there, just lie down for me. We have to pay for the gate of our house, and there are cracks in the back wall of the house.
Du Heng looked funny, but he didn t dare to laugh out loud.And this bag of medicine did not disappoint everyone.
You should resign today. Lu Guangying calmed down. Such calm made Jin Juan completely crazy, Why Yesterday was fine, and the person Dr Oz Male Enhancement: Expert Advice named Du didn t say anything during the meeting just now.Du. Not only can I not see my eyes, but my eyeballs are extremely painful.
As the director of the neonatal intensive care unit, Mei Dong is very busy.Do you know, you are slandering Chinese medicine again, you are digging up the roots of Chinese medicine.
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He paused secretly, He said that my liver and lungs were injured.The city s Maternity and Children s Department also has a critical pediatric department, but it is quiet most of the time.
Childhood fianc I only have Yaoyao in my heart, stay away, you bumpkin Qin Yan Did I give you face Invisible boss Qin Yan said that she just wants to be a simple and unpretentious ordinary person who spends her time peacefully.Du Heng was still a little proud at first, but when After Lan Changhua said these words, the joy in his heart slowly faded away.
The excitement outside has nothing to do with Du Heng.Actually, if this child has a heart septum defect, she can wait until her heart and lungs are fully developed, and then perform surgery to cure her.
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Besides, there is no money. So he thought of a person, Centurion Li Xiaokun.I originally had the attitude of giving it a try, but now that I know there is nothing Du Heng can do, I can t let people get off the stage.
In addition to these two awards, he now has three core papers and a provincial research topic.Du Heng believed that these few people could overthrow the city s women and children.
Sleep at night, or take a nap Sleep at night. Did nothing else happen Du Heng was a little worried.Wasn t this just an ordinary treatment The condition was not difficult, but the way of the disease was beyond common sense.
The female doctor started talking. The more she talked, the tighter Mei ED Gummies Ads: Marketing Trends and Consumer Insights Dong s brows became and the darker her expression became.You have never called me baby. Are you doing something sorry for me Du Heng She s almost going crazy.
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If you don t take or use the medicine you prescribed, your lower body is rotten now, you come here to rely on me, you think so beautifully.But she and Du Heng were in free love, and there was no matchmaker.
He didn t like studying or practicing martial arts.Third son, has your son in law left I see the car in front of your house is gone.
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They are so precious that if they are exposed to the sun, their parents will want to explode in the sun.The second category is for popular science videos and live broadcasts.
I hope this doctor named Du Heng can recover from his mistakes.Or to inspire and guide the patient to fight cancer or to comfort the patient with humorous words, so that the patient can turn sadness into joy and cry into laughter.
Du Heng didn t know this. His mind was very confused now, thinking about some messy things.
Por Clayton Da Silva | Director de Soluciones y Logros para LATAM de Zendesk.