{"id":17721,"date":"2019-08-14T08:47:09","date_gmt":"2019-08-14T14:47:09","guid":{"rendered":"http:\/\/otech.uaeh.edu.mx\/noti\/?p=17721"},"modified":"2019-08-14T08:48:13","modified_gmt":"2019-08-14T14:48:13","slug":"como-optimizar-el-servicio-al-cliente-en-el-sector-financiero","status":"publish","type":"post","link":"https:\/\/otech.uaeh.edu.mx\/noti\/economia\/como-optimizar-el-servicio-al-cliente-en-el-sector-financiero\/","title":{"rendered":"\u00bfC\u00f3mo optimizar el servicio al cliente en el sector financiero?"},"content":{"rendered":"<p>Imagine comprobar que hay varias maneras de solicitar un pr\u00e9stamo a trav\u00e9s de la aplicaci\u00f3n de su banco y minutos despu\u00e9s recibir un correo electr\u00f3nico ofreciendo 5 mil pesos con excelentes condiciones de inter\u00e9s, a algunos les parecer\u00eda una invasi\u00f3n de la privacidad, pero a la mayor\u00eda no. Seg\u00fan un estudio de Accenture,\u00a0<strong>el 63% de los clientes de bancos y aseguradoras se sienten c\u00f3modos compartiendo informaci\u00f3n personal por servicios y productos personalizados, y de la Generaci\u00f3n Y, el 46% aceptar\u00eda consejos de inversi\u00f3n en l\u00ednea<\/strong>.<!--more--><\/p>\n<p>Hoy los bancos digitales ya ofrecen estos servicios, en Argentina, el crecimiento de las herramientas digitales para servicios bancarios crece a pasos agigantados. Seg\u00fan un informe del Banco Central,\u00a0<strong>en el 2018 se duplicaron las transferencias electr\u00f3nicas realizadas desde dispositivos m\u00f3viles que pas\u00f3 de 872 mil a 1.7 millones de pesos<\/strong>.<\/p>\n<p>Entre las tecnolog\u00edas utilizadas para optimizar la experiencia del consumidor en el sector financiero, se encuentra el\u00a0<strong>machine learning<\/strong>, que\u00a0entiende la ruta del cliente en la aplicaci\u00f3n y registra datos relevantes, porque la navegaci\u00f3n del usuario por la aplicaci\u00f3n o sitio web de la empresa muestra su comportamiento y utiliza la informaci\u00f3n para pr\u00f3ximos contactos.<\/p>\n<p><strong>Chatbots e Inteligencia Artificial (IA)<\/strong>, despu\u00e9s de obtener informaci\u00f3n de preferencias asignadas, el usuario puede ser contactado por robots, el sistema interpreta la informaci\u00f3n sobre cu\u00e1l es la necesidad m\u00e1s importante para satisfacer o a qu\u00e9 departamento reenviar el cliente. La Inteligencia Artificial aporta beneficios a los involucrados, porque los chatbots realizan una interacci\u00f3n r\u00e1pida con los clientes y resuelven peque\u00f1as demandas de atenci\u00f3n, antes realizadas por humanos.<\/p>\n<p><strong>Omnichannel y Big Data Analytics<\/strong>, las instituciones financieras trabajan con m\u00faltiples canales de atenci\u00f3n y el omnichannel da continuidad a la demanda sin que el cliente necesite repetir el proceso de llenado de datos en cada nueva solicitud. El Big Data Analytics, adem\u00e1s de ser omnichannel, tambi\u00e9n obtiene m\u00e1s conocimiento del cliente para ofrecer ofertas personalizadas, sin riesgo de convertirse en spam.<\/p>\n<p><strong>Robots f\u00edsicos<\/strong>, incluso cuando el banco no es totalmente digital, la IA y el machine learning pueden ser utilizados, no s\u00f3lo en la atenci\u00f3n en l\u00ednea, sino tambi\u00e9n en el contacto f\u00edsico. A\u00fan un poco lejos de nuestra realidad, la tecnolog\u00eda es una manera de animar al cliente a hacer su propio servicio con una Inteligencia Artificial que gu\u00eda. Si es bien implementado, la atenci\u00f3n con robot f\u00edsico puede ser muy positiva para instituciones financieras y clientes, dejando a los colaboradores m\u00e1s disponibles para actividades estrat\u00e9gicas.<\/p>\n<p><strong>Call Center subcontratado<\/strong>, aunque es tradicional, la tecnolog\u00eda se apoya en el proceso constante de mejoras del servicio, ya sea en el omnichannel o chatbots, para auxiliar el primer contacto. La cultura organizacional bajo el lema People First (las personas primero), debe prevalecer en la atenci\u00f3n, ya que empleados felices generan clientes satisfechos.<\/p>\n<p>La tecnolog\u00eda aporta insumos necesarios para ofrecer un buen servicio, sin embargo si no hay profesionales bien capacitados y listos para sumar conocimiento para el an\u00e1lisis de los datos recogidos, el servicio y la atenci\u00f3n ser\u00e1 deficiente.\u00a0<strong>Es decir, chatbots, Big Data Analytics y robots f\u00edsicos son importantes para atender bien, pero las personas compran a personas. El ser humano sigue siendo la clave para una interacci\u00f3n de calidad<\/strong>.<\/p>\n<p><strong>Fuente:\u00a0<\/strong><\/p>\n<p><em>By Staff. (s.f.). \u00bfC\u00f3mo optimizar el servicio al cliente en el sector financiero? Recuperado 14 agosto, 2019, de http:\/\/www.tynmagazine.com\/como-optimizar-el-servicio-al-cliente-en-el-sector-financiero\/<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Imagine comprobar que hay varias maneras de solicitar un pr\u00e9stamo a trav\u00e9s de la aplicaci\u00f3n de su banco y minutos despu\u00e9s recibir un correo electr\u00f3nico ofreciendo 5 mil pesos con excelentes condiciones de inter\u00e9s, a algunos les parecer\u00eda una invasi\u00f3n de la privacidad, pero a la mayor\u00eda no. Seg\u00fan un estudio de Accenture,\u00a0el 63% de [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":17722,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[375],"tags":[],"class_list":["post-17721","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-economia"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\u00bfC\u00f3mo optimizar el servicio al cliente en el sector financiero? - Observatorio Tecnol\u00f3gico de Hidalgo<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/otech.uaeh.edu.mx\/noti\/economia\/como-optimizar-el-servicio-al-cliente-en-el-sector-financiero\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u00bfC\u00f3mo optimizar el servicio al cliente en el sector financiero? - Observatorio Tecnol\u00f3gico de Hidalgo\" \/>\n<meta property=\"og:description\" content=\"Imagine comprobar que hay varias maneras de solicitar un pr\u00e9stamo a trav\u00e9s de la aplicaci\u00f3n de su banco y minutos despu\u00e9s recibir un correo electr\u00f3nico ofreciendo 5 mil pesos con excelentes condiciones de inter\u00e9s, a algunos les parecer\u00eda una invasi\u00f3n de la privacidad, pero a la mayor\u00eda no. 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