Las tendencias de movilidad actuales han transformado por completo la manera en la que nos comunicamos y accedemos a la información si comparamos nuestros hábitos con los de hace 20 años. Aunque todavía consumimos noticias por televisión o la radio y de vez en cuando hacemos llamadas telefónicas personales o de negocios, los medios y canales con los que contamos para poder transmitir un mensaje ahora son tan diversos como inmediatos.
En México, el crecimiento acelerado del uso de smartphones ha transformado no sólo la dinámica de consumo de medios, sino, la forma en que los usuarios interactúan entre ellos. De acuerdo con el Estudio de Consumo de Medios y Dispositivos entre Internautas Mexicanos del 2017 realizado por IAB (Interactive Advertising Bureau) de México, en el año pasado el 71.5 millones de personas se conectan a Internet, cifra que equivale a 60% de la población. Por si fuera poco, de estos más de 70 millones de personas, 81% lo hacen a través de un smartphone, el cual es usado de forma predominante (62%) sólo para comunicarse con sus contactos.
En este contexto, las apps y plataformas móviles de comunicación encuentran un gran mercado el cual se encuentra ávido de opciones rápidas, fáciles de usar y que permitan una interacción compatible con todo el contenido que consultan los usuarios en otras páginas. Una empresa que ejemplifica claramente estas características es WhatsApp, app de mensajería instantánea creada en 2009 y que fue adquirida en 2014 por el gigante de las redes sociales Facebook.
Whatsapp tiene más de 1,300 millones de usuarios alrededor del mundo y posee la seguridad y prestigio de pertenecer a la empresa de redes sociales más grande del mundo. En México se estima que el 93% de internautas la usan, de acuerdo al 13° Estudio sobre los Hábitos de los Usuarios de Internet en México 2017 de la Asociación de Internet.
Al encontrar esta gran gama de usuarios que utilizan esta herramienta, WhatsApp recientemente decidió lanzar la fase piloto de WhatsApp Business, producto pensado con la finalidad de que las empresas puedan interactuar con sus clientes de una forma más simple, automática y manteniendo una comunicación permanente.
WhatsApp Business le da a las empresas la oportunidad de dar un gran salto al conseguir operar un negocio interactuando con los clientes a través del canal de mensajería más utilizado por ellos. La apertura de este nuevo canal también puede venir acompañado de una automatización de la atención: simplificando la autogestión del cliente, obteniendo una ilimitada capacidad de atención, reduciendo costos operativos y aumentando satisfacción y ventas.
Por lo tanto, para que una atención por WhatsApp Business sea exitosa, la resolución de las necesidades de los clientes debe darse de forma natural. Las empresas necesitan entender la intención real de los usuarios y lo que requieren para que estos puedan tener una experiencia de resolución instantánea.
Piensa que todas las acciones que ejecuta tu empresa pueden incorporarse a una herramienta tan práctica y sencilla como WhatsApp. Desde consultar el saldo, activar un producto o poder hablar con un representante en caso de ser necesario, todo en un solo lugar simplificando la operación del usuario en una misma ventana de interacción.
Consejos para aprovechar WhatsApp Business
Antes de incorporarlo a tu sistema de atención, será de utilidad asegurarte entregar la misma experiencia de interacción en todos los canales de forma unificada (Web, Facebook Messenger, WhatsApp, Apps y otros). No es recomendable crear experiencias diferentes a las que ya tienes funcionando en otros canales. Esto hará que dupliques el esfuerzo al mantener varias plataformas y que los clientes tengan versiones distintas al tratar de resolver una necesidad.
Asimismo, es importante crear respuestas empáticas y utilizar todos los recursos que el canal te permite como mensajes multimedia, mensajes de voz, carruseles de imágenes, emoticones y otros. Entrega más que sólo información en texto plano.
También es es necesario considerar que los mensajes de voz cada vez son más usados como un complemento de los mensajes tradicionales. Son muy simples y rápidos. En este caso es recomendable contar con la tecnología que te permita interpretar y contestar los mensajes para mantener la interacción con este tipo de usuarios.
Es muy importante que tu plataforma de atención tenga reportes de aprendizaje en tiempo real (machine learning) posibilitando identificar oportunidades de mejora en la atención. Esto te permitirá evolucionar la calidad de servicio sin necesidad de un técnico o un especialista del lenguaje y que cada mejora que apliques se vea reflejada en tiempo real.
Sin embargo, el paso más importante en todo este proceso es ser empático con los clientes: ponerse en su lugar y brindarles la mejor información y atención en relación con lo que ellos buscan, son las claves fundamentales para generar compromiso o engagement y obtener mejores resultados. Si desconoces cómo hacerlo puedes asesorarte con especialistas en atención al cliente, ellos tendrán una estrategia ideal para tu compañía.
Los entrevistados para este reporte coinciden en afirmar que la asociación con un 3PL integral experto, sea en gestión de operaciones como de bienes raíces, puede proporcionar una solución perfecta y potente.
na cantidad excesiva de reuniones podría afectar la productividad de cualquier trabajador, hay que aprender a planificarlas, realizarlas de la mejor manera y únicamente cuando sea necesario.
Los vehículos autónomos son muestra de una tecnología de rápida maduración. Mientras Tesla y Google crean una visión en la conciencia del consumidor, los vehículos autónomos están dejando huella en el mundo de los negocios.
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In this way, both Qingyang s feet were caught by the water ghost kappa.Unknown to Qingyang, this breath The cool breath was inadvertently released by the Drunken Immortal Gourd.
In their minds, low level demon beasts are completely different from them.Considering that there was no danger around, he decided to Leave them here for now.
After less than a stick of incense, the corpse eating mother worm let out a long roar, and then became silent.There may be only one like this in the world, so good.
The method Qingyang used just now is not something that ordinary Jindan monks can do, at least he must be in the late stage of Jindan.also getting bigger and bigger, and finally there was a click, the black cocoon completely cracked, and a black insect crawled out from it.
Huanxi Ghost King couldn t do that kind of thing, so he admitted the result of losing the game.As for the future, The Thousand Faced Buddha came to kill them, so they just had to think of a way out.
How could the seaweed withstand the chop of Qingyang s magic weapon It was broken into several sections.The blood burning and soul burning techniques he cast have a time limit.
Not only must you hold on, but you must also find a way to defeat Master Guihe as soon as possible, because the iron armed monkey next to you has gradually fallen behind under the constant attacks of the black water dragon.The reminder from the giant Ghost King just now was quite timely.
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Zhao Hao has reminded this information countless times, so Green Wing and several giant dragons are ready for hand to hand combat.Tsk, tsk, what a pity Seeing this scene, Zhao Hao felt a little regretful.
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It is our turn to stand guard at this moment. If you don t do it, you will be dealt with by military law.He led a force that was only a fraction of the size of the demon army and whose strength was far inferior to that of the opponent, and blocked it forcefully.
All the large and giant demons in the demon army fell to the point of being killed from a distance.They really need to break through the fortress quickly.
With Zhao Hao s command, the demon hunting spiders can be dealt with efficiently and safely.There is a chance for a comeback. Once he and several other golden dragons are dealt with, it will not be difficult to deal with the ace level Death Gods names and ranks obtained through reconnaissance skills , and this crisis can be considered over.
As for being sent back to the underworld, it can only be done in a non combat state.Anyway, demons like little monsters don t pose much of a threat to him.
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On the contrary, it s Big A s rubbishness that has contributed to the popularity of Yixing Video.You must know that vegetables are more expensive than meat in many big cities.
One word, absolutely It s over, brother, if you buy some, why do I feel like the sky and the floor are going to fall to the limit Impossible, you can have one or two, but not three.Investors can buy with their eyes closed, because these listed companies are all listed companies.
This weird market is speechless. Go to hell with value investing, you idiots Haha, another value investor s belief has collapsed.But at this juncture, when Quantitative Capital s stock price soared to the 7.
Another half an hour later, a piece of news aroused the attention of the capital market.However, when Big A once again fell below the 2,000 point mark, Qunxing Capital silently chose to continue buying the bottom.
In the morning, Fang Hong posted a Weibo message, and in the afternoon, he took action at the speed of light.Acid, it s gone. Hahaha
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It was completely necessary to talk in roundabout ways.The host city of WCG2014 has been confirmed to be held in Xincheng.
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After watching the video again to confirm that there was no problem with the expressed content, Fang Hong posted it using the Weibo account K38 I went to Lucheng to conduct field research.
8 billion, Jiuzhouxing is 189. 8 billion, Yixing Video is 189 billion, and Ukofa 187.After a while, Fang Hong said again Kunpeng Technology also borrowed a shell to get it into the A share market.
