Omnichannel: Kungenzeka?

Esimweni sanamuhla sebhizinisi esididayo, omnicanalidad Sekuphenduke umqondo ophindaphindayo. Nokho, ukuqaliswa kwayo ngempumelelo kuphakamisa imibuzo mayelana nokusebenza kwayo kwangempela kanye nomthelela wayo ekuphathweni komthofu. Kunokuba kube ukuthambekela nje okudlulayo, i-omnichannel ime njenge-a factor determinante ukuze kuthathwe umkhondo wekhwalithi kanye nokwehlukana kokuncintisana.

Ukhiye usekubulaweni okucophelelayo namasu. I-Omnichannel, uma isondela ngendlela efanele, inamandla okuguqula ulwazi lwamakhasimende kanye nempumelelo yebhizinisi elinamandla. Kodwa-ke, ukuqaliswa okungalungile kungaholela ezinxushunxushwini zokuphatha kanye nokuphathwa kabi komthofu.

Hlanganisa iziteshi eziningi ukuze uthwebule umkhondo ngempumelelo

Ukuhola kudlula umjikelezo osukela kothintana naye ekuqaleni ukuya ekuqedeni - noma cha - kokuthengisa. Ukuthuthukisa lokhu Customer Journey, kubalulekile ukunikeza izinketho ezihlukahlukene zokuxhumana, okuvumela amakhasimende ukuthi akhethe evumelana kangcono nezintandokazi zabo. Lokhu kuvumelana nezimo akuthuthukisi ulwazi lomsebenzisi kuphela, kodwa futhi kwandisa amathuba okuguqulwa.

Kodwa-ke, ukuphatha iziteshi eziningi ngesikhathi esisodwa kuhilela izinselele zokusebenza. Inani elikhulu lamashaneli liholela ebunkimbinkimbi obukhulu mayelana nezinsiza zabantu, ukuphathwa kwemikhondo yokulinda kanye nesidingo sokusebenzisa izinhlelo ezahlukene Call Center. Kodwa-ke, lezi zinselele zinganqotshwa ngokusebenzisa amathuluzi afanelekile avumela ama-ejenti ezentengiselwano ukuthi enze imisebenzi yawo ngempumelelo.

Un Omnichannel CTI, ehlukaniselwe futhi yakhelwe ngokukhethekile ukuthengisa, iba umlingani obalulekile. Leli thuluzi likuvumela ukuthi uphathe ngokuphelele iziteshi ezahlukahlukene zokuxhumana, uthuthukise ukuhamba komsebenzi futhi uthuthukise ukukhiqiza kwe-ejenti.

Hlukanisa imigoqo phakathi kwendawo eku-inthanethi nengaxhunyiwe ku-inthanethi

I-Omnichannel idlala indima ebalulekile ekususeni imigoqo phakathi komhlaba wedijithali nowenyama. Naphezu kokukhula kwedijithali, imikhakha efana nezinsizakalo iyaqhubeka nokuba khona kakhulu ROPO (Cwaninga Ukuthenga Ku-inthanethi Ungaxhunyiwe Ku-inthanethi), ngo-95% wemisebenzi eyenziwa ungaxhunyiwe ku-inthanethi. Kulo mongo, i-omnichannel iba isici esihlukanisayo ezinkampanini ezidinga inqubo yokuthengisa yokusiza.

Según un estudio realizado por Accenture, enesihloko esithi “The Business of Experience (BX),” izinkampani ezigxile ekuletheni okuhlangenwe nakho okukhethekile kumakhasimende abo abakuzuzayo wandise iholo lakho izikhathi eziyisithupha . I-Omnichannel ivumela ukusungula ukuxhumana okuketshezi phakathi kwendawo eku-inthanethi nengaxhunyiwe ku-inthanethi, inikeze ukwesekwa nosizo kuyo yonke inqubo yokuvala izinkontileka nokuthengisa.

Ngokusebenzisa amathuluzi ahlukahlukene, njenge izingxoxo, amakholi wevidiyo, ama-chatbots nezingxoxo zocingo, izinkampani zingenza okuhlangenwe nakho kwamakhasimende kube ngokwakho, zixazulule imibuzo futhi zihambisane nomholi ohambweni lwazo oluya ekuguquleni. Lolu sizo lweziteshi zonke kukhulisa amathuba empumelelo futhi luqinisa ubudlelwano nekhasimende.

Lungiselela ukuthwebula okuholayo endaweni yama-omnichannel

Kwa-Walmeric, sisebenza ngokukhethekile ekwenzeni kahle kanye nokusebenza kahle kokuthwebula imikhondo ngamashaneli ahlukene. Eyethu inkundla yokuphatha eholayo ithuthukisa ama-API ahlanganiswe emaphuzwini ahlukene Ohambo Lwekhasimende, ihlanganisa ulwazi kanye nokwenza lula ukuhlaziya kwayo.

Ngaphezu kwalokho, endaweni yama-omnichannel, ukuqaliswa kwe-a I-CTI yomdabu njenge-Walmeric's ibalulekile. Leli thuluzi likuvumela ukuthi uphathe iziteshi eziningi zokuxhumana usuka endaweni eyodwa, wenze ukuxhumana kube lula nomsebenzisi futhi uthuthukise ukusebenza kahle kwenqubo yokuthengisa.

Isibonelo, uma umsebenzisi eqala Uhambo lwakhe Lwekhasimende ngocingo bese edinga ukusayina amadokhumenti phakathi nesigaba sokuqasha, umenzeli angaxhumana nabo kanyekanye esebenzisa I-WhatsApp, ukuthumela amafayela adingekayo ngaphandle kokuphazamisa ukuxhumana. Lokhu kuguquguquka ekusebenzisaneni kunciphisa izinga lokulahlwa futhi kwandisa amathuba okuguqulwa komthofu.

Izinzuzo ezibonakalayo ze-omnichannel

Ukuqaliswa ngempumelelo kwe-omnichannel kuletha uchungechunge lwezinzuzo ezingalinganiseka zezinkampani:

• • Ukwenyuka kwesilinganiso sokuxhumana: Ngokunikeza izinketho ezihlukahlukene zokuxhumana, okuhlangenwe nakho komuntu siqu kunikezwa okuvumelana nezintandokazi nezidingo zekhasimende.
  • Ukuthuthukiswa Kokuthengisa Okuphezulu Nokuthengisa Okuphambanayo: I-Omnichannel yenza kube lula ukuhlonza amathuba okunikeza imikhiqizo ehambisanayo noma amasevisi, okwandisa inani lendali ngayinye.
  • Ukuthengisa okunyukile: Ukuzizwisa kwe-omnichannel okungenamthungo nokwenza okomuntu siqu kushayela ukuguqulwa kwemikhondo ibe ukuthengisa okuphumelelayo.
  • Personalización de la experiencia del usuario: i-omnichannel ivumela ukuxhumana kanye nezipesheli ukuthi zivumelane nezintandokazi zomuntu ngamunye zekhasimende ngalinye, ukuqinisa ubuhlobo nomkhiqizo.
  • Ukwethembeka okukhulu komkhiqizo: Okuhlangenwe nakho okukhethekile kwe-omnichannel kwakha ukwethembeka kwekhasimende nokwaneliseka, okwandisa amathuba okuthenga kabusha nokudluliselwa.
  • Ukwehliswa kwezinga lokulahlwa: Ngokuhlinzeka ngosekelo lwe-omnichannel, izinga lokulahlwa kokubili amakhasimende nezinqola zokuthenga liyancipha.
  • Ukwehla kwezindleko ngomthofu ngamunye (CPL) kanye nezindleko zendali ngayinye (CPA): I-Omnichannel ithuthukisa ukuphathwa komthofu, inciphisa izindleko ezihambisana nokutholwa nokuguqulwa kwayo. 

Esimeni sebhizinisi lapho ukuxhumana kwedijithali nolwazi lwamakhasimende kubalulekile, i-omnichannel ihlanganiswa njengethuluzi elibalulekile ezinkampanini ezifisa ukugqama emakethe encintisana kakhulu. Kwa-Walmeric, siyakuqonda ukubaluleka kwe-omnichannel futhi sizibophezele ekuqhubekiseni impumelelo yezentengiselwano yamakhasimende ethu, ngokuqhubekayo sizivumelanisa nezimfuneko ezishintshayo zokwakheka kwebhizinisi.

I-Omnichannel, uma isetshenziswa ngokwesu futhi isekelwa ngamathuluzi alungile, inamandla okwenza transformar la experiencia del cliente, andise ukuthengisa futhi ubeke izinkampani phambili emkhakheni wazo. I-Omnichannel akuyona inketho, kodwa ibalulekile kulezo zinhlangano ezifuna ukuchuma enkathini yedijithali.