Omnichannel: Ndizotheka?

M'mabizinesi odabwitsa amasiku ano, omnicanalidad Lakhala lingaliro lobwerezabwereza. Komabe, kukhazikitsidwa kwake kogwira mtima kumadzutsa mafunso okhudza momwe zimagwirira ntchito komanso momwe zimakhudzira kasamalidwe ka kutsogolera. Osati kukhala chizoloŵezi chongodutsa, omnichannel imaima ngati a factor determinante kuti mutenge zitsogozo zabwino komanso kusiyanasiyana kwapikisano.

Chinsinsi chagona pakuchita mwanzeru komanso mwanzeru. Omnichannel, ikafikiridwa molondola, imatha kusintha zomwe makasitomala amakumana nazo komanso kuchita bwino pabizinesi. Komabe, kugwiritsa ntchito molakwika kungayambitse chipwirikiti cha kayendetsedwe ka kayendetsedwe ka kayendetsedwe ka kayendetsedwe kake.

Phatikizani njira zingapo kuti muzitha kujambula bwino

Zitsogozo zimadutsa mkombero womwe umayambira kukhudzana koyamba mpaka kumaliza - kapena ayi - kugulitsa. Kuti mukwaniritse izi Customer Journey, ndikofunikira kupereka njira zosiyanasiyana zolumikizirana, kulola makasitomala kusankha yomwe ikugwirizana ndi zomwe amakonda. Izi kusinthasintha osati bwino wosuta zinachitikira, komanso kumawonjezera mwayi kutembenuka.

Komabe, kuyang'anira njira zingapo nthawi imodzi kumabweretsa zovuta zogwirira ntchito. Kuchulukirachulukira kwa njira kumabweretsa zovuta zambiri pankhani yazantchito za anthu, kasamalidwe ka njira zodikirira komanso kufunikira kogwiritsa ntchito mapulogalamu osiyanasiyana Call Center. Komabe, zovutazi zitha kuthetsedwa mwa kugwiritsa ntchito zida zoyenera zomwe zimathandiza othandizira amalonda kuchita ntchito zawo moyenera.

Un Omnichannel CTI, yokhazikitsidwa ndi kupangidwa makamaka kuti igulitse, imakhala yothandiza kwambiri. Chida ichi chimakupatsani mwayi wowongolera bwino njira zosiyanasiyana zoyankhulirana, kukhathamiritsa kayendetsedwe ka ntchito ndikuwongolera zokolola za othandizira.

Chotsani zotchinga pakati pa malo ochezera a pa intaneti komanso osapezeka pa intaneti

Omnichannel imatenga gawo lofunikira pakuchotsa zotchinga pakati pa dziko la digito ndi lakuthupi. Ngakhale kuchuluka kwa digito, magawo monga mautumiki akupitilizabe kukhala ambiri ROPO (Fufuzani Kugula Paintaneti Paintaneti), ndi 95% yazogulitsa zomwe zimachitika popanda intaneti. Munkhaniyi, omnichannel imakhala chinthu chosiyanitsa makampani omwe amafunikira njira yothandizira kugulitsa.

Según un estudio realizado por Accenture, yotchedwa "The Business of Experience (BX)," makampani omwe amayang'ana kwambiri popereka zokumana nazo zapadera kwa makasitomala awo amakwaniritsa onjezerani ndalama zanu mpaka kasanu ndi kamodzi . Omnichannel imalola kukhazikitsa mgwirizano wamadzimadzi pakati pa malo ochezera a pa intaneti ndi osapezeka pa intaneti, kupereka chithandizo ndi chithandizo panthawi yonse yochita mgwirizano ndi kutseka kwa malonda.

Pogwiritsa ntchito zida zosiyanasiyana, monga macheza, kuyimba pavidiyo, ma chatbots ndi zokambirana pafoni, makampani amatha kusintha zomwe kasitomala amakumana nazo, kuthetsa mafunso ndikutsagana ndi mtsogoleri paulendo wawo wopita ku kutembenuka. Thandizo la omnichannelli limawonjezera mwayi wopambana ndikulimbitsa ubale ndi kasitomala.

Konzani kujambulidwa kwa lead m'malo amnichannel

Ku Walmeric, timakhazikika pakukhathamiritsa komanso kugwira bwino ntchito kwa njira zingapo. Zathu kutsogolera kasamalidwe nsanja imapanga ma API omwe amaphatikizidwa muzinthu zosiyanasiyana za Ulendo wa Makasitomala, kuyika chidziwitso pakati ndikuwongolera kusanthula kwake.

Kuphatikiza apo, m'malo amnichannel, kukhazikitsidwa kwa a CTI wamba monga Walmeric's ndizofunikira. Chida ichi chimakupatsani mwayi wowongolera njira zingapo zolankhulirana kuchokera papulatifomu imodzi, kufewetsa kuyanjana ndi wogwiritsa ntchito komanso kukonza njira zogulitsira.

Mwachitsanzo, ngati wogwiritsa ntchito ayamba ulendo wawo wamakasitomala ndi foni ndiyeno amafuna kusaina zikalata panthawi yobwereketsa, wothandizira amatha kulumikizana nawo nthawi imodzi kudzera WhatsApp, kutumiza mafayilo ofunikira popanda kusokoneza kulankhulana. Fluidity iyi muzochita zimachepetsa kuchuluka kwa kusiyidwa ndikuwonjezera mwayi wa kutembenuka kwa lead.

Ubwino wowoneka wa omnichannel

Kukhazikitsa kogwira mtima kwa omnichannel kumabweretsa zabwino zingapo zopezeka kwamakampani:

• • Kuwonjezeka kwa mgwirizano: Popereka njira zosiyanasiyana zolumikizirana, zokumana nazo zanu zimaperekedwa zomwe zimagwirizana ndi zomwe kasitomala amakonda komanso zosowa zake.
  • Kupititsa patsogolo Kugulitsa ndi Kugulitsa Kwambiri: Omnichannel imapangitsa kuti zikhale zosavuta kuzindikira mipata yopereka zinthu zowonjezera kapena ntchito, ndikuwonjezera mtengo wa malonda aliwonse.
  • Kugulitsa kochulukira: Zokumana nazo zopanda msoko komanso makonda a omnichannel zimayendetsa kusinthika kwa ma lead kukhala malonda abwino.
  • Personalización de la experiencia del usuario: omnichannel imalola kulankhulana ndi zopereka kuti zigwirizane ndi zokonda za munthu aliyense, kulimbitsa ubale ndi chizindikiro.
  • Kukhulupirika kwakukulu kwamtundu: Zochitika zapadera za omnichannel zimakulitsa kukhulupirika ndi kukhutira kwamakasitomala, kukulitsa mwayi wogulanso ndi kutumiza.
  • Kuchepetsa kuchuluka kwa kusiyidwa: Popereka chithandizo cha omnichannel, chiwerengero cha kusiyidwa kwa makasitomala onse ndi ngolo zogulira zimachepetsedwa.
  • Kutsika kwa mtengo pa lead (CPL) ndi mtengo pakugulitsa (CPA): Omnichannel imakonza kasamalidwe ka kutsogolera, kuchepetsa ndalama zomwe zimagwirizanitsidwa ndi kupeza kwawo ndi kutembenuka. 

M'malo azamalonda pomwe kulumikizana kwa digito ndi chidziwitso chamakasitomala ndizofunikira kwambiri, omnichannel imaphatikizidwa ngati chida chofunikira kwambiri kwamakampani omwe akufuna kuti awonekere pamsika wampikisano kwambiri. Ku Walmeric, timamvetsetsa kufunikira kwa omnichannel ndipo tikudzipereka kuyendetsa bwino bizinesi yamakasitomala athu, ndikusintha mosalekeza kusintha kwa bizinesi.

Omnichannel, ikagwiritsidwa ntchito mwanzeru ndikuthandizidwa ndi zida zoyenera, ili ndi mphamvu transformar la experiencia del cliente, onjezerani malonda ndikuyika makampani patsogolo pa gawo lawo. Omnichannel sichosankha, koma chofunikira kwa mabungwe omwe akufuna kuchita bwino muzaka za digito.