Ingxoxo ebukhoma iyisevisi esekwe kuwebhu, lokho kuvumela amakhasimende ukuxhumana noma "ukuxoxa" ngesikhathi sangempela, nomuntu ovela enkampanini avakashela ikhasi lakhe. Imvamisa zisetshenziswa njenge ukusekela izicelo zokuhlinzeka ukwesekwa kwamakhasimende ngokushesha, phendula imibuzo futhi uqondise umsebenzisi ngenqubo yokuthenga. Kunjalo, Izinzuzo zokusebenzisa ingxoxo ebukhoma ye-e-commerce, futhi yilokho kanye esifuna ukukhuluma nawe ngakho ngokulandelayo.
Izinzuzo zengxoxo ebukhoma ye-Ecommerce
Kunezinzuzo eziningi ezihambisana nokusebenzisa i- ingxoxo ebukhoma ye-Ecommerce, konke okwengeza inani elikhulu ekuthengisweni kanye nakulokhu ulwazi lomsebenzisi. Isibonelo:
Ingxoxo ebukhoma i-a ithuluzi lokuxhumana lesikhathi sangempela ehlanganiswe esitolo se-inthanethi ukuxazulula ukungabaza, nciphisa ukungqubuzana futhi uphelezele umsebenzisi ngesikhathi sokuphuma. Kuye ngesofthiwe, ingase isekele umbhalo, izinanyathiselwa, ngisho nezwi noma ividiyo, ngaphezu kokusebenza kumodi 24/7 ngosizo lwama-chatbots ngemibuzo evame ukubuzwa. Ngokuxhuma ne-CRM nezinye izinhlelo, yenza i-a ulwazi lwesiteshi sonke kuhambisana kuyo yonke iwebhu, inkundla yezokuxhumana noma imiyalezo.
Ingxoxo ebukhoma yandisa ukuthengisa nokuguqulwa
Siyabonga ukukwazi phendula imibuzo yekhasimende noma ukukhathazeka, ingxoxo ebukhoma isiza ukwandisa ukuguqulwa nokuthengisa kusayithi le-e-commerce. Leli thuluzi lilinganiselwa kwandisa ukuguqulwa ku-20%.
Isihluthulelo siku- impendulo esheshayo nasekunikeleni izincomo ezenziwe zaba ngezakho phakathi nengxoxo (izengezo, usayizi noma ezinye izindlela zokuthumela). Izingcupho ezisebenzayo (isb., ukuvula ingxoxo lapho umsebenzisi ebhajwa ekuphumeni) kanye amakhuphoni anomongo ukunciphisa ukungqubuzana futhi usheshise isinqumo sokuthenga. Ngaphezu kwalokho, kungenzeka ukuxazulula ukungabaza ngaso leso sikhathi inani, ukuthunyelwa noma ukubuyisela kunciphisa amabhodlela ajwayelekile kufaneli.
Amakhasimende "axoxa" maningi amathuba okuthi athenge
Lesi ngesinye se izinzuzo ezinhle kakhulu zengxoxo eku-inthanethi yezingosi ze-e-commerce, ezenza umqondo omkhulu, ngoba kuya ngempendulo abayitholayo, bangavele bathathe isinqumo sokuthenga, esikhundleni salabo abangasebenzisi lo msebenzi.
Labo abahlanganyela ngengxoxo babonisa okukhulu ukudayisa noma ukuthengisa, ngoba bathola isiqondiso ngaso leso sikhathi. I-ejenti eqeqeshwe kahle (noma i-bot) ingaqondisa ku- umkhiqizo ofanele, izikhathi zokulethwa noma ukuhambisana, ukunciphisa ukuqhathanisa kwangaphandle nokugcina umsebenzisi ekhasini.
Thuthukisa amazinga okwaneliseka kwamakhasimende
Ingxenye enkulu yamakhasimende ithola ukuthi a ingxoxo ebukhoma iyasiza futhi ibasize kuyo yonke inqubo yabo yokuthenga. Eqinisweni, amakhasimende amaningi acabanga ukuthi ngokubona inkinobho yokuxoxa nokwazi ukuthi leli thuluzi liyatholakala, kukhuthaza ukuzethemba kubo.
Ukuhlanganiswa kwe izikhathi zokuphendula eziphansi con imiyalezo ecacile, ukulandelela amacala kanye nezinhlolovo zangemuva kwengxoxo zivumela ukuphakamisa amamethrikhi afana nalokhu I-CSAT ne-NPS. Uma kungekho ama-ejenti, ama- izingxoxo phendula imibuzo evame ukubuzwa futhi bayakhuphuka amacala ayinkimbinkimbi eqenjini elifanele, ukugcina umlando ukuze ungaphindi ulwazi.
Ngaphezu kwakho konke lokhu, akumele sikhohlwe ukuthi a ingxoxo ebukhoma yandisa ukusebenza kwamakhasimende, Ngaphandle kwalokho kunciphisa izindleko zokusekela; amamethrikhi nezibalo ezikhiqizwayo zingasetshenziswa ukuthuthukisa ukusebenzelana kwezivakashi, ingasaphathwa eyokunikeza a inzuzo yokuncintisana kubalulekile ebhizinisini le-Ecommerce.
- Amamethrikhi nezibalo ezisebenzayo: amaphaneli anesikhathi sokuqala sokuphendula, ukulungiswa, ukwaneliseka, amavolumu, amathegi ngesihloko kanye irekhodi ibekwe endaweni eyodwa ukuze kutholwe izitayela kanye nezindawo zokungqubuzana.
- I-scalability nge-automation: ukuhlanganisa izingxoxo nge-FAQs, imizila ye umzila ohlakaniphile ngomkhiqizo/ngolimi kanye macros impendulo esheshayo. Kuhlanganiswa kanjena 24/7 futhi ama-ejenti agxila emibuzweni yenani eliphezulu.
- Isiteshi sonke sangempela: ihlanganisa izingxoxo zewebhu, amanethiwekhi omphakathi kanye nemiyalezo ethreyini eyodwa; ukwabelana archives, izithombe noma amavidiyo okuqinisekisa izehlakalo noma ukunikeza iseluleko esingcono.
- Ukushiywa kwekalishi elincane: abahambeli be-checkout abakhuthele, izikhumbuzo kanye nokuxazulula imibuzo mayelana nezindleko zokuthumela noma izinqubomgomo zokubuyisela kunciphisa kakhulu ukushiywa.
- Ukuhlanganiswa ne-CRM kanye nokusebenza: ukwakhiwa kwamathikithi okuzenzakalelayo, ukuvumelanisa othintana naye kanye namanothi, ukuhleleka nokubonakala kwesitoko. Kungenzeka futhi ukunikeza ukulandelela ukuthunyelwa engxoxweni futhi buyisela inthanethi iqondiswe ukusheshisa ukuthengisa ngemuva.
- Ukwabiwa nokubalulekile: imithetho yokuqondisa amacala ku imishini ekhethekile, olayini nge-SLA namathileyi abekwe kuqala (nge-VIP, inani lenqola noma ukuphuthuma).
- Izinqubo ezinhle zokuqalisa: inkinobho ebonakalayo (imvamisa yenza kahle ekhoneni elingezansi kwesokudla), Umlayezo wokwamukela friendly, FAQ izifanekiso, mobile/browser ukuhlolwa, ukuqeqeshwa ngethoni yomkhiqizo, izinhlolovo ze-CSAT ekugcineni, izikhuthazo ze ukwethembeka lapho kufaneleka.
Ukwamukela ingxoxo ebukhoma esitolo esiku-inthanethi kuhlanganisa isivinini, ukwenza kube ngokwakho kanye nedatha ukuze wenze izinqumo ezingcono: imibuzo ebalulekile iphendulwa ngo imizuzwana, isu londlekile ulwazi lwangempela lwekhasimende futhi yakhe ukunakwa komuntu okwengeziwe okugqugquzela ukuguqulwa okuzinzile nokwethembeka.
