Omnichannel: Ngaba kunokwenzeka?

Kwimeko yeshishini lanamhlanje elididayo, i-omnichannel Kuye kwaba yingcamango ephindaphindiweyo. Nangona kunjalo, ukuphunyezwa kwayo okusebenzayo kuphakamisa imibuzo malunga nokusebenza kwayo ngokwenene kunye nefuthe layo kulawulo olukhokelayo. Kude nokuba yinto nje edlulayo, i-omnichannel ime njenge into echongayo ukubamba izikhokelo ezisemgangathweni kunye nokwahlulahlula okukhuphisanayo.

Undoqo ulele ekuphunyezweni ngenkathalo nangesicwangciso. I-Omnichannel, xa isondele ngokuchanekileyo, inamandla okuguqula amava omthengi kunye nempumelelo yeshishini le-catapult. Nangona kunjalo, ukuphunyezwa ngokungafanelekanga kunokukhokelela kwisiphithiphithi solawulo kunye nolawulo olulambathayo.

Dibanisa amajelo amaninzi ukuze ukhokele ukubanjwa okusebenzayo

Izikhokelo zihamba kumjikelo osuka kunxibelelwano lokuqala ukuya ekugqityweni - okanye hayi - ukuthengisa. Ukwandisa oku Uhambo lwaBathengi, kubalulekile ukunikezela ngeendlela ezahlukeneyo zoqhagamshelwano, ukuvumela abathengi ukuba bakhethe eyona ifanele ukhetho lwabo. Oku kuguquguquka akuphuculi kuphela amava omsebenzisi, kodwa kwandisa amathuba okuguqulwa.

Nangona kunjalo, ukulawula amajelo amaninzi ngaxeshanye kubangela imingeni yokusebenza. Inani elikhulu lamatshaneli likhokelela kubunzima obukhulu malunga nabasebenzi, ulawulo lwesikhokelo sokulinda kunye nesidingo sokusebenzisa iinkqubo ezahlukeneyo Indawo yokufownela. Nangona kunjalo, le mingeni inokoyiswa ngokuphumeza izixhobo ezifanelekileyo ezenza ukuba ii-arhente zorhwebo zenze imisebenzi yazo ngokufanelekileyo.

Un Omnichannel CTI, eyabelwe kwaye eyilelwe ngokukodwa ukuthengisa, iba ngumhlobo oyimfuneko. Esi sixhobo sikuvumela ukuba ulawule ngokupheleleyo amajelo onxibelelwano ahlukeneyo, ukwandisa ukuhamba komsebenzi kunye nokuphucula imveliso ye-arhente.

Yaphula imiqobo phakathi kwe-intanethi kunye nokusingqongileyo okungaxhunyiwe kwi-intanethi

I-Omnichannel idlala indima ebalulekileyo ekususeni imiqobo phakathi kwehlabathi ledijithali kunye nelomzimba. Ngaphandle kokunyuka kwedijithali, amacandelo afana neenkonzo aqhubeleka kakhulu I-ROPO (Phanda i-Online Purchase Offline), nge-95% yentengiselwano eyenziwa ngaphandle kweintanethi. Kulo mongo, i-omnichannel iba yinto eyahlukileyo kwiinkampani ezifuna inkqubo yokuthengisa encedisiweyo.

Ngokwesifundo esenziwe ngu I-Accenture, enesihloko esithi "Ishishini lamava (BX)," iinkampani ezigxile ekunikezeni amava akhethekileyo kubathengi bazo wandise umvuzo wakho ukuya kumaxesha amathandathu . I-Omnichannel ivumela ukuseka unxibelelwano lwe-fluid phakathi kwendawo ye-intanethi kunye ne-offline, ukubonelela ngenkxaso kunye noncedo kuyo yonke inkqubo yekhontrakthi kunye nokuthengisa.

Ngokuphumeza izixhobo ezahlukeneyo, ezifana iincoko, iifowuni zevidiyo, ii-chatbots kunye neencoko zomnxeba, iinkampani zinokwenza amava omthengi alungele wena, zisombulule imibuzo kwaye zikhaphe inkokeli kuhambo lwabo olusingise kuguquko. Olu ncedo lwe-omnichannel lunyusa amathuba okuphumelela kwaye luqinisa ubudlelwane kunye nomthengi.

Lungiselela ukubanjwa okukhokelayo kwindawo yeomnichannel

Kwi-Walmeric, sisebenza ngokukhethekileyo ekulungelelaniseni kunye nokusebenza kakuhle kokubamba imikhombandlela ngeendlela ezahlukeneyo. Yethu iqonga lolawulo olukhokelayo iphuhlisa ii-API ezidityaniswe kwiindawo ezahlukeneyo zoHambo loMthengi, ulwazi oluphakathi kunye nokuququzelela uhlalutyo lwayo.

Ngaphaya koko, kwimekobume ye-omnichannel, ukuphunyezwa kwe CTI yomthonyama njengeWalmeric's ibalulekile. Esi sixhobo sikuvumela ukuba ulawule iziteshi ezininzi zonxibelelwano ukusuka kwiqonga elinye, ukwenza lula ukusebenzisana nomsebenzisi kunye nokuphucula ukusebenza kakuhle kwenkqubo yokuthengisa.

Umzekelo, ukuba umsebenzisi uqala uhambo lwakhe loMthengi ngomnxeba kwaye emva koko ufuna amaxwebhu okusayina ngexesha lokuqesha, iarhente inokuqhagamshelana nabo ngaxeshanye nge. I-WhatsApp, ukuthumela iifayile eziyimfuneko ngaphandle kokuphazamisa unxibelelwano. Oku kuguquguquka kwentsebenziswano kunciphisa izinga lokulahlwa kwaye kwandisa amathuba okuguqulwa kwelothe.

Izibonelelo ezibonakalayo zeomnichannel

Ukuphunyezwa okusebenzayo kwe-omnichannel kuzisa uthotho lweenzuzo ezinokulinganiswa kwiinkampani:

• • Ukonyuka koqhagamshelwano: Ngokubonelela ngeendlela ezahlukeneyo zoqhagamshelwano, amava omntu anikezelweyo alungelelanisa ukhetho kunye neemfuno zomthengi.
  • Uphuhliso lokuthengisa kunye nokuthengisa ngokunqamlezayo: I-Omnichannel yenza kube lula ukuchonga amathuba okubonelela ngeemveliso okanye iinkonzo ezongezelelweyo, ukwandisa ixabiso lentengiso nganye.
  • Ukuthengisa okwandisiweyo: Amava angenamthungo kunye nawe-omnichannel aqhuba uguqulo lwezikhokelo kwiintengiso ezisebenzayo.
  • Ukwenziwa ngokwezifiso kwamava omsebenzisi: i-omnichannel ivumela unxibelelwano kunye nezibonelelo ukuba zilungelelaniswe kwizinto ezikhethiweyo zomthengi ngamnye, ukuqinisa ubudlelwane kunye ne-brand.
  • Ukunyaniseka kwegama elikhulu: Amava akhethekileyo e-omnichannel akha ukuthembeka kunye nokwaneliseka kwabathengi, kwandisa amathuba okuthenga kwakhona kunye nokuthunyelwa.
  • Ukunciphisa izinga lokulahlwa: Ngokubonelela ngenkxaso ye-omnichannel, izinga lokulahlwa kwabathengi bobabini kunye neenqwelo zokuthenga ziyancipha.
  • Ukuhla kwexabiso elikhokelayo (CPL) kunye nexabiso lentengiso nganye (CPA): I-Omnichannel ilungiselela ulawulo olukhokelayo, ukunciphisa iindleko ezinxulumene nokufumana kwabo kunye nokuguqulwa. 

Kwimeko yeshishini apho uqhagamshelo lwedijithali kunye namava kubathengi kubalulekile, i-omnichannel idityaniswe njengesixhobo esiyimfuneko kwiinkampani ezinqwenela ukugqama kwimarike ekhuphisana kakhulu. E-Walmeric, siyakuqonda ukubaluleka kwe-omnichannel kwaye sizimisele ukuqhuba impumelelo yorhwebo yabathengi bethu, ngokuqhubekayo siqhelana neemfuno eziguqukayo zembonakalo yeshishini.

I-Omnichannel, xa iphunyezwa ngobuchule kwaye ixhaswa ngezixhobo ezifanelekileyo, inamandla oku guqula amava abathengi, ukwandisa ukuthengisa kunye nokubeka iinkampani phambili kwicandelo labo. I-Omnichannel ayisiyiyo inketho, kodwa iyimfuneko kule mibutho ifuna ukuphumelela kwixesha ledijithali.