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.
Con herramientas de inteligencia artificial, los tutores obtienen capacidades como predecir la calificación que obtendrá un estudiante o caracterizar su comportamiento de aprendizaje, esto es, una disminución en su carga de trabajo».
Hay una larga tradición de intercambio comercial entre Suecia y México. De las empresas suecas presentes en el país, la primera se estableció en 1904. Hoy en día, hay más de 150 empresas suecas presentes manufacturando, desarrollando y comercializando sus productos y servicios.
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.
La alianza entre DHL y la Asociación Mexicana para Ventas Online (AMVO) ofrece soluciones de logística a las empresas que participan en comercio online: Garantiza la entrega de los productos en tiempo y forma y desarrolla estrategias para que las empresas participantes maximicen su potencial de venta.
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They were obtained in a secret place, so they were extremely precious.As soon as Fang returned to the sect, Xu Yang found a man in white who blocked his way.
The meat was so fat that the oil almost oozed out. Yes.He quickly waved his hand and said no and left. As soon as he left the ward, he received a call from Gong Daoyang.
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If this is any trouble, just come to me if you need it.Is it completely Du Heng also became a little excited.
Words come out. Du Heng felt that if he were not there, Zhao Bin might greet Zhao Qiang s eighteen generations of ancestors, although that might also greet his own ancestors.Just dealing with these parents will not be easy for primary school teachers.
I m afraid the person who came up with this selection condition had to be an undercover Chinese medicine doctor of yours, right Wu Shengnan s father next to him coughed softly when he heard that the two children were no longer able to control themselves.Maybe I won t like this job when I have a baby in the future.
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Then from the place where the old horse fell and fell unconscious, the two fell together again.It can also be regarded as the exit of the stomach.
But this time, Du Heng wrote the prescription much faster than before.I understand. Du Heng was about to turn around and leave, but suddenly stopped, Let s put a monitor on Feng Su, so you will feel more relaxed.
She was working on this problem, but she could only say that it was half completed.You should familiarize yourself with it now. No, I I ve already written it down.
The suspect found out, and when he was about to run away, he rushed forward desperately, stabbing him twice in the chest and four times in the abdomen.Listening to the words of these family members, Du Heng s eyes froze slightly.
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Moreover, Du Heng s cold face and aura were a bit scary, which made several people become cautious.I think it will be difficult to expand the reputation of your hospital.
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It seems that they are in a very bad situation now, otherwise they would not behave like this.The sudden change made everyone in the caravan commotion.
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Patriarch Qingfeng said in admiration, looking at Xu Yang with great envy.Gu Yanyuan Lord quickly found Xu Yang after fighting for a while.
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The Five Emperors, Luo Hu and others were shocked, and were about to attack the incoming people, Xu Yang hurriedly stopped and said, Stop, you are my own, please don t do it.Immediately, Xu Yang threw the brass piece into the small world.
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In the blink of an eye, the blood pillar completely solidified, turning from virtual reality to reality, and a 100 meter giant pillar stood above the head of the blood ghost king.Then he was taken aback, quickly retracted his consciousness and the treasure wheel of time and space, used the mustard seed hiding technique to restrain all his breath, and hid in the grass.
After moving forward for a while, Xu Yang s expression changed, and he disappeared in a flash.This piece of resting soil is probably the property of a heaven defying real person and does not belong to the lower realm.
As soon as Fang returned to the sect, Xu Yang found a man in white who blocked his way.
