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 participación del ferrocarril en el transporte de carga en México ha crecido de manera continua y ha alcanzado niveles comparables con varios de los grandes sistemas ferroviarios del mundo.
Al utilizar la IA de manera estratégica, las empresas pueden no solo mejorar su eficiencia operativa, sino también fortalecer su capacidad para adaptarse y prosperar en tiempos de incertidumbre.
Zhang Yinan dangerous flag Kenyin bundle Bored Hungry.I have shown you these things, why don t you believe it.
Just in time, Jiang Feng trotted over with a sealed medicine bag.He was still thinking about his sheep. I ve already seen it in the morning.
It s okay. It s normal for you and your friends to have such concerns.But as soon as he arrived in the capital, Du Heng was picked up by Li Qin s people, and then in the lobby of a hotel, he met Liao Quansheng, who had come to discuss business , and Li Qin, who looked helpless and angry.
Private pain The post was stunned. I studied Binshun scar directly for a while.Relatives, come and see my uncle. After answering casually, Du Heng wanted to follow the direction pointed by the old man to find Wang Shuqiu s father.
Green belongs to wood, and wood corresponds to the liver.Divorce The man smiled bitterly, and then Pulling up the sleeve on her arm, revealing a long scar, Did you see, I just said divorce, she didn t say anything, just gave me a kitchen knife.
Li Nating immediately became tearful, Dean, the acetylcholinesterase is too low, is there really no way to remedy it She was still used to calling Du Heng dean.I want to be famous and become an internet celebrity doctor with a large fan base.
This can t be my elder brother. Did your son get it from school Seeing the confused look of his parents, Du Heng also smiled bitterly.Everyone applauds the hard work of the two directors.
As soon as he left the office door, he ran into Qiu Pingzhen, Director Qiu, what happened Why are you so panicked Qiu Pingzhen stood still and took two deep breaths to calm down, Dean, Director Jin Juan I just submitted my resignation report.No. Should we treat it separately For example, treat the erosion and adhesion problems first, and then treat the tumor.
The work was blocked, and the workers were in a hurry.Both herbs are important for breaking up the accumulation of abdominal mass, I can understand this.
And you can recommend new people, why can t I It is a kindness to provide help in times of need, and I am also the icing on the cake.I ll have a meeting with others and then respond together.
He put his arm around Wu Shengnan s shoulders and said, Be good, it s okay.Wu Shengnan s father changed the topic again, and his tone was very polite, giving Du Heng plenty of face.
The most exciting thing he had ever seen was the husband and family waiting anxiously at the door of the delivery room.He hesitated slightly and said, Dr. Du, I did something wrong this time.
They took two handfuls of snow to put out the bonfire for heating, and then got into the tent.I don t know how long it took, but the middle aged man finally had the ability to think.
Now, as long as they feel they have some status, they all come to me and want to discuss cooperation with me.At this time, the young doctor just now, seeing that Du Heng was in casual clothes, took out the paper and pen in his pocket and handed them directly to Du Heng in front of him.
At this stage, Du Heng dared to say some words of assurance.If you do surgery later, How do you do it You won t let the patient do it again, right Then you are going a bit too far.
Du Heng looked funny, but he didn t dare to laugh out loud.Wu Shengnan s cooking skills were far inferior to Wang Shuqiu s, and even at the beginning, it would be hard to overstate how to cook dark food.
If the hand is too heavy and the position of the prick is not appropriate, the patient may become paralyzed in an instant and cannot recover from the pain.At this time, the man behind him Cui Ying said with a proud face, I just said it s not my problem.
And no matter what, the credibility of TV programs is still higher than that of online videos.
It s not that I look down on the health center. In Jinzhou, a place where top tertiary hospitals are clustered together, how busy can the township health centers be Are you afraid that if you agree to one of us, you will offend the other Don t be afraid at all, we are all talented, so you don t have to worry about offending anyone.
Relatives and friends sat at the tables set up in the yard and feasted.While the two were pushing and shoving, Wu Buwei had already moved the medical records and prescription notes to the car.
This is also to protect you. As for those who deliberately slander and discredit our medical workers, we also We will be severely punished.Sign your name on the prescription. At four o clock in the afternoon, Wu Buwei had forgotten how many cases and prescriptions he had written down.
A hospital is a technical unit, which is essentially different from a general public institution.The next moment, you re talking about treating heart disease.
Just take the past two weeks as an example. He actually went home once last Friday night, but he hasn t gone back even once this week.I went to the hospital for medical treatment three days ago.
But now that there are so many diseases together, who knows what the disease is If there is a problem with the treatment, If something bad happened to the child, it would be a trivial matter to lose money.As she said that, she pouted and gave Wang Lili a little coquettishness before turning and going downstairs.
The same goes for Wu Buwei. He is young and not yet a regular employee of the health center.Du Heng picked up the phone and called the only restaurant in the town, ordering seven dishes and ten rice dishes.
So now every time he sees this elevator, Du Heng feels pain in his body.Many hospitals now have smoking cessation clinics. Why didn t you go Yes, I have also consulted.
At the beginning of July, there will be a special report on the selection of deputy directors.After finishing his meal, Du Heng took out his mobile phone and transferred 10,000 yuan to his sister in law on the V letter, Sister in law, give me this money.
That s it. Read more and endorse more. Du Heng looked like he had known this before, Remember, make 9 grams of white monkshood, 3 grams of whole scorpion powder, swallow it.Du Heng finally thought clearly, if he continues to work like this, sooner or later he will be pissed to death.
Zhang Jinlian couldn t do anything against Du Heng, but she had experience in dealing with Lao Song.Xiao Du, you are at the door. Come to my office quickly.
Du. We can t just give you something. Is there a problem with asking for a banner I think he is jealous.Uncle, I can t tell. Your muscles are a bit too firm.
Our needle cannot penetrate even if it is bent. Relax a little, yes, relax a little.
Fifteen minutes later, Wu Buwei came back with the medicine, and Du Heng also walked in with a bowl.But when Du Heng finished the inspection, he couldn t help but smile bitterly.
Zuo Liangliang Hehe smiled, Do you have any other missions this time Du Heng handed the booklet to Wu Buwei, and turned to chat with Zuo Liangliang, Uncle Zuo, we have two purposes for coming this time.But now the patient s situation is quite special, and there is no way to confirm it through syndrome differentiation.
Or maybe it s not caused by infection But now Du Heng really couldn t think of any other possibility that such a situation could occur.This time, Gong Daoyang laughed and signed readily.
Don t worry, Brother Gong will protect you. Thank you, Brother Gong.
But at this time, a person suddenly came out from behind the woman, and that was the village doctor Zuo Liangliang from Banbanggou, Doctor Du, the one from our village, the old lady you asked to do the heart stent.Ma Zichen also clicked his tongue It s okay to have too many.
After all, we have worked together for 5 or 6 years, and this week I gave the old man another hard time.The highest probability should be that Western medicine is the main focus, and Chinese medicine is the supplement.
Why I guess, there are two reasons. First, Western medicine is easier to get started with than Chinese medicine.
Well, I should take the initiative and take on this task.Ten doses will cure the disease. Dean Du, do you think you should get this medicine from the health center or from me When I came to your village in March, the medicines in your clinic were quite complete.
They are very annoying, disgusting, even disgusting, and we don t even want to see them anymore.He also knows all the details inside. Du Heng originally thought that Li Qingde was bragging, but after asking Wu Buwei s father, he found out that there was a sequential order within the journal for publishing papers, reviewing papers, and publishing papers.
Then I checked the ears again, but still found no lesions.He was not very surprised. After all, he already had obvious symptoms and asked some questions.
Haha, I thought you were so smart. You can see it so close, as long as you re not blind.If you don t open the door to chase away the thief, you can still be discharged from the hospital after a few days of recuperation.
Today it was already past 12 o clock in the evening, and his body could be said to be extremely exhausted.Du Heng smiled, he He didn t care about any benefits, it was just that the behavior of interfering without saying a word made him unhappy.
He can still distinguish between spirit and flesh. Du Heng also really didn t understand how Wang Shuqiu could endure it without even opening her mouth to drive her away.If there are no teachers in Chinese medicine, it will be very painful for newcomers.
Buwei, don t stop, wait until he opens his eyes and stop.Wu Buwei looked at the water spray on the window, and the accelerator under his feet became lighter, It s been raining for four days.
He is a patient with recurring chronic gastritis. one after another for more than a year.Looking at the annoying Du Xueting, Gu Ya agreed. I ll prescribe medicine for three days and let the hospital cook it for you.
As soon as they arrived, a strong smell of gas hit their nostrils, choking people and making it difficult to breathe.What Du Heng has done in the past three months is enough to make them shut up and surrender.
What s the relationship between us There s really no need to do these face saving things.The explanation to Wu Shengnan didn t feel perfunctory at all.
Guan in his hospital. Although Dr. Guan may not be able to compete, this perception will not change.Although the two of them had no direct conflict when they were in school, one of them was a third generation official from an official family, and the other was a rich second generation of a family business.
But what happened later made him have a deep appreciation for this young man.Seeing the familiar scene in front of him, Du Heng muttered silently in his heart, I, Du Heng, am back again.
With one word, the noisy conference room suddenly became quiet, especially when they looked at Du Heng s calm and expressionless face, and his eyes that were as immersed as water, everyone looked at Du Heng.Qiu Pingzhen s hand holding the phone couldn t help but tremble, she didn t expect it, she really didn t expect it.
Our company s legal and negotiation teams have never done anything like this before.So as a veteran in the industry, you can t be so partial to your own students and belittle me, right Or what may be uncomfortable in your heart is that a few days ago , it was said on the Internet that he was famous for trying to get rid of the old man, but everyone knew that it was purely a coincidence.
The director immediately said, Dean Du, you misunderstood, we have never had such an idea.What are you doing with them Du Ping frowned again.
First of all, it is impossible for yellow people to have such facial lines.His lips trembled for a long time before he asked, Then.
what should I do now Du Heng was truly speechless, What else can I do Of course, you have to quit your habit.
And his originally dull complexion looked a little brighter today.Right here. The older doctor next to him said calmly, Their behavior is, firstly, to expand the market for the vegetable oil capital behind them secondly, let s start from a small place, one by one.
Duda, I m coming in. Every time you come to the village to handle a case, you will always be surrounded by a large group of people.Let s go. I just happen to have a chat with the patient.
Wang Qingpeng explained to Du Heng while introducing them to Du Heng one by one.Dong Yuezhang looked at Du Heng picking peaches and said doubtfully, Let s just buy two to eat.
Do you know how long it took me to figure out how to use these prescriptions Du Heng made a gesture with his finger, Seven years, a full seven years.Looking at his face and his proud look, people who don t know may think he cured him.
The doctor who spoke looked calm. Although there are not many maternal and child patients in the city, over the years, he has seen many patients who are too embarrassed to seek medical treatment due to financial problems.Du Heng groaned, then took out three hundred, and then took out fifty from his pocket.
What s so crazy People who had been put into coffins were all saved by him.It will be like you and me. Keeping such a township establishment, you can t bear to throw it away if you don t throw it away, you can see the end at a glance, what s the point of doing it Hey, it s just that everyone has just received high wages for more than half a year, and now they will be knocked back to their original shape.
You are in charge of this ward. Dr. He is the doctor you manage. You don t say that you know every child s treatment well, but if a condition like this is relatively serious, there are Should you pay more attention to a child who is definitely dangerous The child is small, has weak resistance, and has had vomiting and diarrhea for more than half a day.
Each family has no problem with this. In the end, it was agreed that each family should send three people.Du Heng came forward, but Professor Wang, who had spoken before, suddenly interrupted, Secretary Wu, I hope you don t mind if I interrupt a little bit more.
When everyone in the ward saw Du Heng coming back, they all focused their attention on him, but no one dared to ask a question.So if you raise a small amount, it is just a fraction of the family income, which is useless if you raise a lot, you can t take care of it at all.
However, the patient s family, her husband, in laws, including her natal family, did not trust traditional Chinese medicine and felt that traditional Chinese medicine could not treat tumors, so they refused conservative treatment.It s too dangerous for you to go in. Gong Daoyang glanced at the village director, Then what do you think we should do Watch Duda drag his mother to death together The village director s outstretched hand froze in mid air.
He just asked reluctantly, Secretary Lu, what s wrong with you Listen Hearing Du Heng s voice, Lu Zhongjiang smiled, and it was a very sincere smile that came from the heart.Even if he is not a doctor, he is still a big internet celebrity.
Especially when the mother s family came, There were cries, chanting sutras, and shouts of people working, making it even more noisy.Wang Lili didn t say anything, smiled and turned around and left.
The pulse is late, three times in one breath, only three times in one breath, the yang is outweighed by the yin qi and the blood is cold.Although the two families are relatively far apart, from the bottom of the mountain to the health center, you must pass through the back wall of the crematorium, and there is only one way.
It s just embarrassing. Du Heng also understood his niece s thoughts.Looking at Xu Pinglin, whose face was gray and lifeless, Du Heng did not do such immoral things and said directly, Traditional Chinese medicine treats diseases in an urgent way, then treats the symptoms and slows down the root cause.
Brother, the inspection is over. explain. The child has fever, cough, phlegm in the throat, yellow and thick consistency, floating pulse, thin tongue coating, genus.
Symptoms of wind and cold. Du Heng frowned and said, Tell me clearly whether it is wind syndrome or cold syndrome.
Wind disease. A definite answer. Wind disease. Cause.
You know very well. Hey, I called yesterday and heard what the village doctors said.Compared with other hospitals, there are far fewer cancer outpatients, but they still come one after another, and there is no time to relax.
If Du Heng still didn t mention the breakup after returning, even if his attitude towards her was a little worse, she would not have any complaints.Du Heng took it and looked at it. It was very complete.
The person on duty in the logistics department felt relaxed and left immediately after saying hello.It was quite interesting no matter how I thought about it.
Besides, she is marrying you. I want to live with you and give you children, why do you always think about letting others work.The old couple are not in the same house, one is at the east end and the other is at the west end.
Stroke is not an external wind. It is caused by excessive fire in the heart and deficiency of kidney water.In fact, this incident was completely avoidable, and he had three chances.
But the addition of tangerine peel made everything in vain.After he became the dean, he asked us and found out that we lived far away, so he asked us to go to the nurse in advance every day to fill out a form and register if we wanted to eat.
Seventy years of life have been rare since ancient times.I ve made several trips over the past few days to do this.
Du Heng waved. Waving his hand, I won t go to the dean.Everyone listened to Du Heng s words quietly, and no one interrupted.
Director Xu, have you really misunderstood something Du Heng suppressed his anger.The three high symptoms correspond to the first symptom of Xiaoke in traditional Chinese medicine, and the scope of Xiaoke is wider.
We all studied medicine and became doctors, and we all know that it is okay to show problems to others.Du Heng had no idea, and now he could only look around.
But fortunately, such an important thing is in the car, right on the passenger seat.
Genmao s wife is howling so loudly, you can t talk nonsense.Du Heng thought about it for a long time, but never dared to say the word, It s getting brighter and brighter.
Now that Du Huang has been arrested, with Du Da acting like this, he will definitely have no source of income.How can that be done Isn t this a joke How about this Give your aunt some clothes and bring some cigarettes and wine to your uncle.
To be honest, although Du Heng prescribed the medicine, it was his first time seeing this thing, so he was a little curious.Li Qingde smiled and said, It doesn t matter if you don t know.
All of them were frightened and frightened. Du Heng glanced at them, ignored them, and directed everyone to carry Zhang Xi into his car.But why doesn t this car stop Why did you drive away directly By the way, where are the others Why are they all gone What s the meaning Wu Zhouzhou was dumbfounded.
Look at this little face, how much skin there is. Tender.And one thing is that for treatment at the health center, the reimbursement rate he can get will be even higher.
The diameter of the tumor in your left lung is less than 1 meter.He was afraid of someone and no one. If no one ran out, they were under the house.
If you like him, you can pursue him. However, if you continue to promote him in front of me, we will become friends.Zuo Liangliang Hehe smiled, Do you have any other missions this time Du Heng handed the booklet to Wu Buwei, and turned to chat with Zuo Liangliang, Uncle Zuo, we have two purposes for coming this time.
For such a generous customer like Du Heng, 85, this set, and this set, and that set over there, each one according to my girlfriend s figure.Do I have to go to a pregnant woman to buy this thing I don t know if these two brothers are lucky or if they are willing to spend money.
Among the two who knew how to do it, one was still trembling.At the same time, we also use tonic methods to strengthen the yang energy.