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.
La inercia tecnológica es imparable, y la evolución industrial es una marea irresistible. No se quede rezagado; prepare sus instalaciones industriales para el futuro adoptando estas tecnologías más inteligentes, rápidas y respetuosas con el planeta. La inversión en estas innovaciones no solo impulsará la eficiencia, sino que también asegurará que su instalación esté a la vanguardia de la revolución industrial en curso.
La tecnología, junto con una planificación estratégica de la fuerza laboral y la inversión en optimización de flujos de trabajo, ofrece la oportunidad de cerrar la brecha entre las grandes y pequeñas empresas en cuanto a las expectativas de cumplimiento de pedidos. La adaptación de las organizaciones a estos desafíos mediante el uso de soluciones tecnológicas será clave para lograr el pedido perfecto y asegurar la satisfacción del cliente a largo plazo.
Entre el 17 de enero y el 7 de febrero despegaron más de 163 aviones cargueros desde Ecuador y Colombia, triplicando el promedio de envíos regulares semanales.
Liu Kaili yawned and began to feel impatient. Is this guy not coming back Did I wait in vain Just when Liu Kaili felt unlucky and was about to leave, he finally heard the roar of a car from a distance.Although Bi Feiyu felt that he was not particularly smart, such a simple and clumsy buying a prize was really too low.
He felt less uneasy. In these days, my daughter has grown up very fast.Two million yuan is Meng Shurong s savings for half his life.
He had been holding it in for a long time, and it was so messy that Zhang Sheng could still say it was well written At least you have determined the general direction and developed a big framework for yourself.In front of the iron gate, she saw Zhang Sheng and laughed naively.
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When they break through to the spiritual enlightenment stage, they have a clear lead.Su Ye pointed to the elixirs on the table By the way, I want to enter the spiritual sea again.
Therefore, this thing can be sold casually without raising suspicion.The collision between bones, the opponent s bones are not as hard as Su Ye s The next moment, Su Ye stretched out his hand and grabbed the red skull s wrist.
Facing the increasingly powerful corpse spirits, it is impossible to easily solve them.As expected of someone who knew Ghost King Jie, he was such a great guy.
A simple summary is to cultivate spiritual thoughts through the spiritual sea.It s crazy to say that, but he is really crazy. He has a calligrapher as his father.
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Su Ye had been looking at these people and suddenly frowned.When the job is done, I will naturally let you go. The zombie said angrily That s asking us to die.
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They are not afraid of offending people. They are just a group of monsters.The general interrogated him personally. I asked some things, but when it came to the key question, those guys were so stubborn and refused to say anything.
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Otherwise, labor and management would have to wait for the news to come out.As he said that, he handed the phone to Song Xiangdong with both hands.
just now. It was a little too late when he decided to deal with the flying corpse.Crack Just after this electric shock. Sudden He found that all his feelings seemed to be slowed down several times.
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Han Yuan smiled very loudly and asked Beichen, you are so wet.The resources that Imperial University brings to Mr.
Maybe
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He was struck to death by lightning End of Chapter Chapter 91 Ghost The damn thing is Lin Beichen Deep in the mountains and forests.In terms of time
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3 Middle School Zheng Xia knew that the other party was from the provincial TV station.Others did not rush him. They all knew that what he was going to say next was the main reason why he called the emergency meeting.
Por Clayton Da Silva | Director de Soluciones y Logros para LATAM de Zendesk.