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.
Un edificio ocupa una cantidad importante de energía para sostenerse; su comunicación, almacenaje, iluminación y muchas áreas más requieren un gasto constante y en ocasiones abrumador de energía.
Con los elementos de productividad aumentada, los datos de activos inteligentes y los robots, los minoristas están adoptando soluciones tecnológicas para mejorar dicha experiencia de compra.
El big data desempeña un papel vital en los procesos de toma de decisiones para las empresas, proporcionando información completa sobre el comportamiento del consumidor.
El año 2024 se presenta como un periodo emocionante y desafiante para la fabricación aditiva. Los avances tecnológicos, las tendencias sectoriales y la evolución en la gestión de la cadena de suministro están destinados a redefinir la industria, marcando un camino hacia un futuro donde la impresión 3D desempeñará un papel cada vez más crucial en la fabricación moderna.
Xu Jun stood up, took three steps back, bowed respectfully, and said in a deep voice I would like to thank Mr.So today, Confucianism is recent, Buddhism is broad, and Taoism is high. What will happen in ten thousand years It is difficult to see the honor and disgrace of Taoist priests life and death, but it is GOKETO GUMMIES (BEWARE!) GO KETO GUMMIES REVIEW-GOKETO reviews-GOKETO GUMMIES WEIGHT LOSS SUPPLEMENT [ccf3v9wyr]
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Chen Ping an twisted his wrist and put the dry tobacco pole into a square object, Master Lu, after we finish chatting, let s come back again Let s be honest.However, our senior leader is the second enshrinement, second only to the Protector of the Country from Jicui Temple.
Fu Nanhua hummed and said casually Dai Yuan s heart suddenly felt hot. First there was Master Cui, and then there was Master Fu.
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Anyway, the two senior brothers and sisters practice sword together almost all year round. Nianjiu said with emotion, I heard that Senior Sister Sui is already a Nascent Soul Realm sword cultivator.It is obvious that this Lord Yinguan spends all his time on practicing martial arts and swordsmanship.
Linghe s biographies, records, memorials, memorials, memorials, etc. were divided into categories and copied and organized.Taoting and the head of the Banshan lineage, who is the great demon of the old throne, are completely the same generation and age of the wild monster.
If I remember correctly, Taoist friend said it sincerely. The Tao cannot be monopolized, it is in harmony with my Dharma A good word that comes from one s heart and mouth will not be worthless if it is spoken.But ever since Aquarius Island used human power to create a large road, which was equivalent to setting a precedent , the Confucian Temple finally took action.
In the past, in Aquarius Island, those who came from the south were all uncles. Nowadays in Tongyezhou, those who come from the north are all ruthless people.It s just that we can see the pragmatism of the sect leader Wei Ying and the magnanimity of the sword cultivator Wei Ying.
Can the ninth generation still take revenge Although it lasts for a hundred generations. Earlier, before the Haoran Confucian Temple was established, the old master traveled around the world to educate the world.Including Chen Ping an, all the young people in the small town are blocking each other s eyes. The Qingtong Heavenly Lord, the former ancestor of the male earthly immortals, was trying to defeat the destiny with a kind of carelessness.
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When the time comes, let Taoist Gao Geng reveal his identity and say that he is from Qinggong Mountain in Liuxiazhou and that he is also the old man s family guest.But it happened that within the entire Confucian school, there was a rumor that he had a nose and eyes, how Shao Gong s face turned red, how old Xiu Cai was there, and won this tough battle while talking and laughing.
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Por Clayton Da Silva | Director de Soluciones y Logros para LATAM de Zendesk.