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.
Mayor automatización se traduce en crecimiento financiero y promete mayor productividad. Las compañías altamente automatizadas son 6 veces más propensas a incrementar sus ingresos.
El peor sabotaje que le puedes hacer a tus finanzas es tener gastos hormiga y no ser consciente de ellos. Te recomendamos usar una app: Todos estamos pegados al celular y qué mejor que usarlo para controlar mejor nuestro dinero.
La gestión adecuada de residuos no solo es una práctica empresarial inteligente sino también una contribución valiosa a un futuro más sostenible. Con la implementación de un plan de gestión de residuos sólido, las empresas pueden prosperar mientras protegen nuestro preciado entorno.
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There are also search teams stationed in the villages and towns.Xu Qi an pondered What if it s a monk Warrior monks and Zen masters take different paths.
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The golden bowl hides the Buddha s realm.Buddhism is very good at this kind of supernatural power.Who is that person Arhat and Dufan King Kong led the Buddhist monks to dispatch together.
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I am afraid that this secret letter involves some important news, and it is not a good thing.No wonder the prison is about to pretend sick.This is obviously more than one less thing, anyway, it s not my own trouble.
Yang Qianhuan was puzzled and said, Then why are you willing to talk to me about what s on your mind Xu Qi an laughed and said, Because Brother Yang is a man with a pure heart.She knows my name.Zhou Chixiong s heart was terrified, and his desire disappeared immediately.
Zhu Guangxiao and Song Tingfeng knew that Xu Qi an was attacking the realm of refining gods, but this was not a good thing, because he was in a state of exhaustion, which affected his combat power.After all, he is a person who dare not go to the bathroom after watching a horror movie, and can t hold back, so he uses a pulsating drink bottle to solve it.
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In fact, the uniqueness of the Ninth Grade represents the core of the system.They drank until 2 30 p.m. when the banquet finally dissipated.Jiang Lvzhong left with the plump oiran in his arms.
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No wonder the prison is about to pretend sick.This is obviously more than one less thing, anyway, it s not my own trouble.Is this similar to what I thought With the No.1 rank, can t you see through such a simple truth Asking such a stupid question Xu Qi an entered the information If it is what Emperor Yuan Jing meant, then Wei Yuan can t do anything, right No matter what, these subordinates have to be abandoned.
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Not daring to disturb, turned to tidy up the house.Let me say something at this time Emperor Yuan Jing who suffered a thousand knives No.
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The maid said.Mr.Wei had a vague guess in his heart, stopped drinking, and stared at the servant girl solemnly Then.The title of the seventh rank wizard is spiritual medium , who can manipulate corpses and ghosts.
Then he continued If you want to check and balance the court, you don t need so many parties, you only need three evenly matched parties.
Some people regard him as a god and walk the earth as a spokesperson.Thank you, uncle. Wu Shengnan s father nodded with satisfaction.
You still have a meeting to attend tomorrow morning.Can you do that the man asked with concern. It works.
After saying that, he waited with a smile on his face.Did you just take the test once Yes, just take the test once.
By that time, even if Your lover didn t have a miscarriage, so we can t keep the fetus.it is easy to cultivate. Du Heng suddenly sighed, I am also struggling with this issue.
He deserves it. It s just that he has to bear this pain now.I m just setting your bones so dryly, it won t hurt you to death.
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Du Heng had a headache from the noise and couldn t get in the conversation.You are really brave for a master of art. Du Heng smiled bitterly.
Scarlet is coming. Scarlet is coming. The demon of life, the demon of law, the demon of knowledge, the demon of fate, the demon of war.
When all kinds of strange forces invade, the world has since been divided into two distinct ends.But Du Heng no longer had any trust in Feng Su. Even if her expression was sincere, Du Heng felt that it was this woman who acted it out.
Otherwise, he This location in the liver area will be uncomfortable for a while.one time. Looking at En Elon Musks Weight Qqs Loss Journey How The Tech Magnate Slimmed Down Sk0m the child in the nanny s hands, Wang Shuqiu s father asked in a pensive voice, Who is that child Du Heng did not return directly, but glanced at the old lady who was still looking curiously at the gate.
Hearing Gu Ping s voice behind him, Du Heng immediately came to his senses.Is there anyone When will something happen From that department The two were a little confused, but they still returned to the nurse station on the floor.
It is made of a medicine delivery cart with a length of 80 centimeters and a width of 50 centimeters with protective edges.Liang Lihai looked at Du Heng, then took the cup and drank, Okay, come on.
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If he has so many sources of disease, he can definitely train many excellent doctors.But Dr. Wei had just been embarrassed by Du Heng s words.
Por Clayton Da Silva | Director de Soluciones y Logros para LATAM de Zendesk.