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.
De acuerdo con datos del Inegi, las PyME generan 52% del Producto Interno Bruto y el 72% del empleo en México, por esta razón son esenciales para el crecimiento económico.
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Something s wrong Zheng Xia banged the door hard and shouted Chenchen, just say something when you wake up.At least he could understand human speech, and he didn t explain anything to him.
This also made their live broadcast platform popular across the entire network, and even paralyzed the server.After all, they were all in an old community. Everyone looked up and saw each other, and they were all familiar with each other.
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You know
The intelligence capabilities of the Imperial Police Headquarters can be said to be among the best in the entire Chinese police force.What else can he not do Everyone discussed for a while.
You
Beep beep Just as Lin Beichen was about to say something, the person on the other end had already hung up the phone.And in the future, it will definitely be necessary to trouble the country.
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The old couple outside the door were still worried about Lin Beichen s affairs, but inside, Lin Beichen was already sitting at the table and sighing.
Is this issue important Very important However, it is not the most important thing at the moment.Speed up. At this speed, the day lilies will be cold when we get to the fifth floor.
The water flow prevented the movements of the fingers, and the fingers resisted the resistance of the water flow.He was born with a spirit body and had an amazing appetite.
Now It s too heavy to tell you, so you should practice without distraction first, and when the time is right, grandpa will tell you naturally.Jiang Yuebai held her head and thought for a while, then sighed and took out the array diagrams given to her by Zhenjun Fuyi.
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Jiang Yuebai took a deep breath and spoke slowly. I don t know how to ensure rain in midsummer, but elder you just said that the water in the rivers rises and gathers into clouds, and the clouds accumulate and rain falls.Even if he can rob the wood spirit energy and boost the fire spirit energy, it will still be an egg against a stone.
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Liang Long looked sad when he said this. It doesn t matter what this guy thinks in his heart, but this is how he appears to the outside world.Diplodocus said We have thought about what might be the reason.
Feeling the pain coming from his back, the Night Rakshasa couldn t help but change his expression.He can cover ten meters in one step, trying to escape.
With the reward, the man naturally smiled and handed a wooden sign to Su Ye.Therefore, Su Ye planned to calculate the time and wait until it was almost time to return home.
Therefore, all immortal cultivators are in awe of natural disasters.In the words of the wild world, they were equivalent to the existence of the city lord s mansion.
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But it s not bad. Su Ye rinsed the little guy s body with water At least it makes the whole Black Mountain more interesting.Yes. Luo Qingqing said seriously I will definitely do it Okay Su Ye immediately hit the snake with a stick I just want your help.
The black sandstorm is coming. If the bandits don t withdraw from this area, they may suffer heavy casualties.What can I do at this hour We are all shady people in the Demon Worship Pavilion.
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Setsuna, I ve said it before, you can only do those little tricks, but you won t accomplish anything in the end.Otherwise, do you think he can not sit at the same table with us That s right.
Su Ye came to a Yang s Inn and after asking to make sure there was a room available, he casually handed the waiter a broken piece of silver.After being hit by Su Ye s sword, there was not even a crack, let alone being cut open.
This guy is much more powerful than the underworld beast Su Ye encountered outside the Taiyin Secret Realm, and the difference can be felt as soon as he takes action.Once completed, it can be used for defense or to trap the target.
Gritting his teeth, Young Master Ye Luosha could only rely on his own brute strength to defend himself.In many cases, when court officials are involved and the identity of the other party is sensitive, Dali Temple will personally send people to arrest them.
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Elder Jian was in extremely miserable condition, but his aura did not weaken, but instead became stronger and stronger.After the body of the ancestor of Nascent Soul was activated into the flying state, his body was completely separated from the gravity of the earth.
Even if it is shared with other alchemy masters in the sect, he will still get enough benefits from other alchemy masters.He didn t know the name of this Extreme Yang Spirit Fire, but he knew one thing very well.
Little Friend Li is here Just as he was about to search among the boxes, a voice came, and then a door of light appeared in front of him.It is precisely because he knows how terrifying the Yuanying Ancestor is that he does not want to have any trouble with the Yuanying Ancestor.
Having used the drone satellite system for a long time, he had an accurate judgment on the strength of the Nascent Soul cultivator on the screen returned by the drone satellite.Besides, the time to enter the battlefield is not short, just in time to report Jue Yuan s achievements.
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The Nascent Soul monks of the Ten Thousand Beast Sect all had spiritual pets.The five flying swords are struggling to resist the black flying swords, but the black flying swords are much stronger than the five flying swords.
This is the special secret technique of the Sun Shooting Technique.That would be unreasonable. He shook his head, fearing that he would need to change the reward for alchemy later.
He naturally didn t like the things on the street stalls, but he also indirectly understood the situation of this continent through the spiritual objects on the street stalls.For example, the souls of fourth grade spirit beasts need to be collected using a soul collection gourd.
I ve met the master Elder Jian opened his eyes and saluted Patriarch Lu.Waste just a little bit. Anyway, Li Yuanba can still benefit from the glory of the Sword Ancestor Li Shiming came to a safe place and comforted himself with a smile.
The fourth character s sword came into contact with the magic shield.
Por Clayton Da Silva | Director de Soluciones y Logros para LATAM de Zendesk.