Uma wenza okuhlangenwe nakho okumnandi kakhulu kumakhasimende akho kokwakho esitolo se-intanethiUzobasiza babuye kaningi, bandise imali yabo ejwayelekile, futhi batuse umkhiqizo wakho, bakusize ukuthi ukwandisa ukuthengisaEndaweni lapho abasebenzisi bangaqhathanisa khona amanani nemikhiqizo ngemizuzwana, inzuzo yangempela yokuncintisana ilele... bazizwa kanjani lapho bexhumana ne-ecommerce yakho esigabeni ngasinye: ngaphambi, ngesikhathi nangemva kokuthenga.
Dala ubudlelwano bokuthembana kwangempela phakathi kwakho neklayenti
Enye ye izimbangela eziningi zokulahlwa Isizathu esiyinhloko esenza ukuthi izinqola zokuthenga zihluleke kwezentengiselwano ze-e-commerce ukuthi umsebenzisi akanalo ulwazi olubalulekile noma unemibuzo ngomzuzu wokugcina. Imibuzo mayelana nosayizi, izikhathi zokulethwa, ukubuyiselwa kwemali, noma izindlela zokukhokha idala ukungezwani futhi ivame ukuholela ekutheni ithebhu ivalwe. Le nkinga ingaxazululwa ngesinyathelo esilula kakhulu: Beka uhlelo lokuthumela imiyalezo esheshayo esitolo sakho okuvumela ukuphikiswa ukuthi kuxazululwe ngesikhathi kuvela.
Uma ufuna ukunikeza amakhasimende akho ifayela le- okuhlangenwe nakho okungokoqobo nokuthembekile, okumele ukwenze nje ukuthi ubeke indawo uhlelo lokuxoxa Ngale nkundla, amakhasimende akho angaxhumana nenkampani nganoma yisiphi isikhathi, axazulule noma yimiphi imibuzo angaba nayo, acele izincomo ezenziwe ngezifiso, futhi akhuthazwe ukuthi aqedele ukuthenga kwawo. Lolu hlobo lokuxhumana ngqo luhambisana kahle nezinye izixazululo, njenge I-CRM, isofthiwe yocwaningo, kanye namathuluzi okuzenzakalelayo ezigcina umlando wokuxhumana futhi zivumela izimpendulo ezihambisanayo kuzo zonke iziteshi.
Ngaphandle kwengxoxo, kufanelekile ukuhlanganisa amapulatifomu esipiliyoni samakhasimende (CX) ezilinganisa okwenzekayo kuwebhusayithi yakho: ama-heatmap, ukuqoshwa kweseshini, ama-funnel okuguqulwa, kanye nokuhlolwa kwekhasi. Amathuluzi okuhlaziya athuthukisiwe njenge-CX suites, izinhlelo zokuhlola, noma izixazululo zokuhlaziya umkhiqizo zikwazisa lapho umsebenzisi ekhungatheka khonaYisiphi isinyathelo abasishiyayo nokuthi yini abayidingayo ukuze baqhubekele phambili. Ngokuhlanganisa lolu lwazi nengxoxo ebukhoma enhle, ukwesekwa kuba yinto ephumelelayo: unganikeza usizo lapho abasebenzisi bebhajwa.
Elinye lamathuluzi aphelele okuxhumana ngqo yileli Iadvize, exhumanisa amakhasimende akho nochwepheshe bakhoLezi zinhlobo zamapulatifomu engxoxo zesikhathi sangempela zikuvumela ukuthi ukhethe ukuthi yiziphi izivakashi ezizobona isimemo sengxoxo (isibonelo, labo abachitha isikhathi esiningi ekhasini lokukhokha, labo ababuyela kumkhiqizo izikhathi eziningi, noma labo ababonisa intshisekelo ephezulu ngokusekelwe ekuziphatheni kwabo kokuphequlula). Ngokuzihlanganisa ne-CRM yakho noma uhlelo lokuthengisa amathikithi, uguqula yonke ingxoxo ibe yi- Ulwazi olubalulekile lokuthuthukisa ukuhweba kwakho nge-e-commerce isikhathi eside
Uzotholani ngokufaka leli thuluzi ku-ecommerce yakho
Ukuba nengxoxo ehlakaniphile njengo-Iadvize nabanye Amathuluzi okwenza ngcono ulwazi lwamakhasimende kwezentengiselwano ze-e Lokhu kuzokwenza amakhasimende akho azizwe esekelwa kakhulu futhi ezimisele ukuqedela ukuthenga, njengoba enayo ukuxhumana kwangempela nomuntu ovela esitolo abanganikeza ukwesekwa kwanoma yimiphi imibuzo. Uma abasebenzisi bebona ukuthi kunethimba elibasekelayo elilungele ukusiza, umuzwa wabo wokuphepha uyakhula, baba nokuzethemba okwengeziwe enkambisweni yokukhokha, futhi bazimisele ukwabelana ngemininingwane yabo futhi baqedele ukuthenga.
Ngaphezu kwalokho, hlanganisa ingxoxo ne- isofthiwe yesevisi yamakhasimende (njengezinhlelo zokuthengisa amathikithi, amadeski osizo, noma izisekelo zolwazi) kuzokuvumela ukuthi unikeze amazinga ahlukene okusekela: ukuzisiza ngezihloko kanye nama-FAQ, ama-chatbot aphendula imibuzo evame kakhulu, kanye nama-ejenti abantu ezimweni eziyinkimbinkimbi. Amapulatifomu okusekela asunguliwe, ahlanganiswe nengxoxo yakho, enza kube lula ukwesekwa kwamashaneli onke lapho ikhasimende lingaqala khona ingxoxo kuwebhu, liqhubeke nge-imeyili bese liyiqala kabusha ngocingo ngaphandle kokuphinda inkinga efanayo ngokuphindaphindiwe.
Beka izinhlolovo zokwaneliseka ngemva kwengxoxo ngayinye. Thumela izinhlolovo zamakhasimende ukuze wazi ukuthi ingxoxo yakho iyasebenza yini nokuthi amakhasimende anelisekile yini. Lezi nhlolovo zingalinganisa I-NPS, i-CSAT noma i-CESLezi zinkomba ezintathu zikusiza ukuthi uqonde ukuthi ngabe isipiliyoni besisihle yini, ukuthi umsebenzisi angaluncoma yini uhlobo lwakho lomkhiqizo, nokuthi kuthathe umzamo ongakanani ukuxazulula inkinga yakhe. Ngeplatifomu enhle yocwaningo, ungabonisa imibuzo eyenziwe ngokwezifiso ngokusekelwe ohlotsheni lwenkinga futhi uqoqe impendulo evulekile eveza izindawo okufanele zithuthukiswe.
Ngesikhathi esifanayo, sebenzisa isikhathi esingemva kwengxoxo kanye nokuthenga ukuze Bonisa amakhasimende akho imikhiqizo ehlobene kakhulu abasanda kuyithola. Izincomo ezinamandla, ezisekelwe kudatha yokuphequlula, umlando wokuthenga, kanye nezimpendulo zamakhasimende, zingasetshenziswa kusetshenziswa amathuluzi okwenza kube ngokwakho, ukumaketha nge-imeyili, kanye nezinjini zokuncoma ezikhulisa kakhulu inani elimaphakathi le-oda.
Abantu abanqume ukusebenzisa i-iadvize bayakwazi ukubhalisa kuze kube yi- Ukwenyuka kwama-75% kwamabhasikidi ngokwesilinganisongoba kunciphisa ukushiywa, kulungisa amaphutha ngesikhathi sangempela, futhi kuxazulula iziphikiso ngaphambi nje kokukhokha. Futhi uma lezi zinhlobo zezixazululo zengxoxo zihlanganiswa namathuluzi okuhlaziya ulwazi (amamephu okushisa, ama-funnel, ukuhlaziywa kwamaphutha) kanye namapulatifomu abanzi enkonzo yamakhasimende (ingxoxo ebukhoma, ucingo lwamafu, i-CRM, ideski losizo), umthelela ekuguqulweni nasekuthembekeni uba mkhulu nakakhulu.
Lolu hlelo lokusebenza lwamathuluzi lukusiza ukuthi ufunde Baphumelela kangakanani abantu abakhonza amakhasimende akho? Ngokuphathelene nokuthengisa, isikhathi sokuphendula, isixazululo sokuqala sokuxhumana, kanye nokwaneliseka kwamakhasimende jikelele, konke kuqala ngokunaka okunikeza amakhasimende akho. Kubumba yonke indlela yokuqonda umkhiqizo wakho.Okuhlangenwe nakho okuhle kuguqula izinkinga zibe amathuba kanye nezivakashi zibe amanxusa omkhiqizo. Ukulinganisa, ukuhlaziya, kanye nokwenza ngcono ukusebenzisana ngakunye kuyisihluthulelo sokwakha ipulatifomu ye-e-commerce eqinile nenenzuzo elungele ukuncintisana ezimakethe ezidinga kakhulu.
