Noma ngabe kufayela lakho le- I-Ecommerce uthengisa imikhiqizo yekhwalithi y uziletha ngesikhathi esifanele, lokhu akukukhululi ekubhekaneni namakhasimende athukuthele noma anganelisekile ngesevisi yakho. Kwesinye isikhathi lawa makhasimende acasukile ngokuthile okwenzile okungalungile, kodwa ezimeni eziningi kuba nje izici ezingaphezu kwamandla akho (Logistics, izinkinga zobuchwepheshe, okulindelwe). Ngezansi sabelana nawe Izindlela ezi-3 zokubhekana namakhasimende acasulayo, futhi sengeza amasu athuthukile, amaphrofayili ekhasimende anzima, imibhalo yokuphendula kanye namamethrikhi ukuze uguqule sonke isimangalo sibe isimangalo. ithuba lokwethembeka.
Ungabhekana kanjani namakhasimende acasukile noma angenelisekile?
Uma uzithola usesimweni lapho i ikhasimende liphatheke kabi, kulula ukuthi inkinga isuke esandleni uma ungazi ukuthi ungabhekana kanjani nokukhungatheka nokudinwa kwakho. Isivinini, iphimbo nokucaca zibalulekile ekwehliseni izinga. Bheka izincomo zethu ezibalulekile kanye namasu ochwepheshe esevisi yamakhasimende kunoma yisiphi isiteshi.
1. Khombisa uzwela
Into yokuqala iklayenti lifuna ukuzwa ukuthi uyaqonda nokuthi uzifaka ezicathulweni zabo, ungabanaki futhi uzinake ngokugcwele. Ithimba lakho losekelo kufanele chaza ngamazwi inkinga yakho, qinisekisa imizwa futhi ugweme ulimi oluvikelayo. Inkulumo ewusizo: "Ngiyakuqonda ukukhathazeka kwakho"Ake sibuyekeze okwenzeka ndawonye ukuze sikuxazulule ngokushesha okukhulu."
2. Kufanele uhlale uzilungiselele njalo
Thola i- shayela noma i-imeyili ngokucasuka okukhulu ingase ikumangaze. Lindela nge izixwayiso zakuqala ngaphakathi: uma kukhona ukwehluleka kwezokuxhumana, ukuphakama kwesidingo noma izindawo zokulethwa ezivinjelwe, ithimba lakho kufanele likwazi futhi libe nalo litholakala izimpendulo zemodeli eyenziwe ngezifiso, izinqubomgomo ezicacile (i-SLA) nezindlela zokukhuphuka.
Ngakho-ke uma kunenkinga yezokuxhumana noma ungakwazi ukuletha imikhiqizo endaweni ethile, qiniseka ukuthi isevisi yakho yamakhasimende iyazi futhi lungiselela izimpendulo kanye nezinye izindlela (izinguquko zenkampani yenethiwekhi, izinsuku zokugcina ezintsha, isinxephezelo esilinganiselwe).
3. Lalela uxolise
Ithimba lakho kufanele ulalele ngaphandle kokuphazamisa, qinisekisa ukuqonda ngesifinyezo esifushane futhi unikeze a ukuxolisa okuqotho ngokuphazamiseka. Gwema ukuphakamisa izwi, ukuphazamisa, noma ukuxabana. Ukuxolisa okusebenzayo kuvuma umthelela:Siyazisola ngokuphazamiseka."Lokhu akusona isipiliyoni esisifunayo. Sengivele ngiqinisekisa isixazululo esingcono kakhulu."
Kanye nalokhu okungenhla, hlinzeka ngezinketho ezibambekayo zesenzo futhi ufunde kumakhasimende akho. Ngisho noma ikhasimende lingahlali lilungile, ungalokothi ubhekane naye Ungamtsheli nokuthi unephutha; chaza ngomoya ophansi futhi ugxilise ingxoxo ku isinqumo.
Izinhlobo zamaklayenti anzima nendlela yokubhekana nawo
1) Osenkingeni
Ngokuvamile ukuzulazula nokuhlakazeka yenkinga emaphakathi. Iyasungula imikhawulo enomusa futhi iqondise kabusha: "Ngiyawuqonda umongo wakho; ukukusiza kangcono, masigxile kulokho okuhlobene nesicelo sakho futhi sizokuxazulula manje."
2) Ozethembayo
Zama ukusula imingcele yobungcweti. Phendula nge ukuzola nokuziphatha"Leso sicelo singaphezu kwamandla ethu, kodwa ngingakunikeza lezi ezinye izindlela esingakwazi ukuzifinyelela."
3) Ofunayo
Uye okulindelwe kakhulu futhi uyangabaza. Iyanikela idatha, ubufakazi kanye nezinzuzo yomkhiqizo, iphendula ukuphikisa ngezimpikiswano futhi inikeza ukukhuphuka uma kudingeka.
4) Abanganaki
Ikhombisa intshisekelo encane. Sebenzisa ulimi olucacile nolukhangayo, imibuzo evulekile kanye nezikhalazo ku imizwelo nezifiso ukwenza ukubamba iqhaza kwakho kusebenze.
5) Umxoxisi
Sesha intengo engcono nezimo. Lungiselela izivumelwano ezincane (ukuthunyelwa, ukuthuthukiswa, amaphuzu okwethembeka) futhi kufake uzimele inani lengqikithi yazo zombili izinhlangothi.
Amasu athuthukile okuxoxisana nokuxazulula izikhalazo
- Isivinini: Impendulo esheshayo ibalulekile njengentengo. Ifinyeza i- isikhathi sokuqala sokuphendula futhi ixhumane nezinyathelo ezibalulekile zokulungiswa.
- Ukwenza kube ngokwakho: gwema imibhalo ejwayelekile; sebenzisa i inombolo, umlando nokuthandwayo kwesiteshi. Izaphulelo noma izinhlelo zokwethembeka usizo oluguquguqukayo lokuthobisa.
- Ulimi: iqeda ukuzivikela ("akusilo iphutha lethu"); isebenzisa imibhalo emihle ("asibone ukuthi kwenzekeni", "sizothola isixazululo").
- Sula izixazululo: izibopho nge izinsuku eziqinisekisiwe (ukushintshanisa, imbuyiselo, ukulandelela bukhoma) esikhundleni sezaba.
- I-solvency yeqembu:ifomu ukuphathwa ngokomzwelo, ukukala, nokwahlulela. Ayikho into edina njengokusebenzelana nomuntu ongazithathi izinqumo.
- Ubuchwepheshe obuwusizo- beka phakathi amathikithi, beka phambili nge ukugxeka, yenza ezokuzisiza kanye nengxoxo eqhubekayo, ngaphandle kokululaza.
- Ukulandelela: iqinisekisa ukwaneliseka, ithumela inhlolovo emfushane (CSAT/NPS) futhi irekhoda ukuphindeka ukuze kuthuthukiswe okuqhubekayo.
- I-Adaptación: lungisa ithoni nokuphuthuma ukuze iphrofayili nomthelela (ikhasimende elisha vs. elibuyayo, ukufinyelela kwenethiwekhi, i-B2B vs. umthengi wokugcina).
- Cultura: isimangalo si isexwayiso sokuthuthukisa, ungahlaseli. Funda-lungisa-ukugwema-ukuphinda amaphrothokholi.
- Ungazithatheli mathupha: bamba ezolile nobungcwetiUkucasuka kuhambisana nesipiliyoni, hhayi umuntu.
Izinyathelo ezisebenzayo ekusebenzelaneni
- Ukulalela okusebenzayo futhi ucele ulwazi lwecala oluyisisekelo (i-oda, izithombe, izinsuku). Phinda lokho okuqondayo.
- xolisa ngomthelela bese uchaza kafushane ukuthi yini ozoyenza ngokulandelayo.
- Phakamisa izinketho (ukushintshanisa, ukubuyiselwa imali, ivawusha, ukuthunyelwa okusha) futhi nivumelane ngokukodwa.
- Chaza inqubo, izikhathi, nemilayezo ezayo. Vala ngokulandelela.
Ukuphathwa kwamanethiwekhi omphakathi kanye neziteshi zedijithali
Kumanethiwekhi, isikhathi sokuphendula Kuwuphawu lokusondelana. Phendula esidlangalaleni ngozwela bese ushintshela kokuyimfihlo ukuze uthole ulwazi. Ungasusi izibuyekezo Okunenhloso enhle: Bonisa ukuzibophezela ekuthuthukiseni lapho uhlinzeka ngokulandela okubonakalayo. Enza kube ngokwakho izimpendulo; gwema izifanekiso ezibandayo.
Ama-KPI namathuluzi enza umehluko
- Amamethrikhi angukhiye: Isikhathi sokuqala sokuphendula, isikhathi sokulungiswa, i-FCR (ukulungiswa kokuqala koxhumana naye), izinga lokuthintana kabusha, kanye ne-CSAT/NPS.
- Izinqubo: isisekelo sangaphakathi se imibuzo ebuzwa njalo, amamakhro enziwe ngokwezifiso, izinqubomgomo ezicacile zokushintshisana nokubuyisela.
- Amapulatifomu: umlando wekhasimende, izikhumbuzo, ukuhlukaniswa kweminikelo, izilinganiso kanye namafomu; ukubhuka/usekelo oluku-inthanethi lapho kufanele khona.
- Ukuzibophezela: ichaza futhi igcwalise I-SLA (ukudiliva, ikhwalithi, ukusekela). Uma singekho isixazululo esisheshayo, bika ukuqhubeka.
Amacala akhethekile: izihambi kanye ne-e-commerce
Ubungcweti
- Yehlisa umoya ngaphambi kokulinda, tshela noma ukunambitha; khuluma ngaphambi kokuphetha.
- Isithakazelo sangempela: lalela, buza futhi uqinisekise izizathu.
- Uxolo lapho kufaneleka; ukulungisa kunezela amaphuzu.
- Kuyakhokha ngemininingwane elinganiselwe (i-dessert, ikhofi, isaphulelo) bese ubhala phansi isigameko ku vimbela.
eCommerce
Yamukela i- ukungalindelekile: Kuzoba khona ukuphuka, ukuphela kwesitoko, noma ukubambezeleka. Inqubomgomo ecacile izinguquko kanye nembuyiselo, ukulandelela ngesikhathi sangempela, nokuxhumana okusebenzayo kunciphisa ukungqubuzana. Isibonelo sombhalo: "Ukuze uqalise, sicela wabelane nathi izithombe zephakheji kanye nenombolo ye-oda; uma lokhu sekuqinisekisiwe, senza i- ukudlulisa mahhala noma imbuyiselo, noma ngabe ukhetha ini.
Uma uguqula izikhalo zibe ukufunda—ukwabelana ngokutholiwe nomkhiqizo, ukuhlelwa kwezinto, nokumaketha—unciphisa izigameko eziphindaphindwayo futhi uqinise ukwethembeka. Ukuvala icala ngalinye nge-a umyalezo wokuqinisekisa futhi urekhode ukuthi bekungokokuqala noma impinda ukubeka ukuthuthukiswa kuqala.
Ukuguqula amakhasimende acasulayo abe abambisene kungenzeka uma uhlanganisa uzwela, isivinini, izixazululo eziqinisekisayo kanye nesiko lokuthuthuka okuqhubekayo. Ngezinqubo ezanele namamethrikhi, isigameko ngasinye siba yisivikelo sokugcinwa nesithunzi.
