Ukusebenzisa i-CX Automation

Umuzwa wekhasimende (i-CX) ungenye yezimpahla ezibaluleke kakhulu ekunqobeni impi yekhasimende ngoba uthuthukisa ukwethembeka komkhiqizo, uthuthukisa ukwaneliseka kwamakhasimende futhi ungakhuphula inzuzo yakho yokuthengisa ngokuhamba kwesikhathi. Futhi amakhasimende ajabule ngeke agcine ngokubuya, kodwa futhi azokwenza ibhizinisi lakho ligqame.

Esihlokweni, uChris Pemberton, a umnikeli ku-Gartner.com uyabhala:

“Isipiliyoni samakhasimende (i-CX) yimpi entsha yokumaketha. Abathengisi abangaphezu kwezingxenye ezimbili kwezintathu bathi izinkampani zabo zincintisana kakhulu ngesisekelo se-CX, ngokusho kwe-2017 Gartner Customer Experience in Marketing Survey. Futhi eminyakeni emibili edlule, ama-81% athi alindele ukuncintisana kakhulu noma ngokuphelele ngesisekelo seCX.”

Imibono evela ku-a Umbiko wamathrendi wedijithali wango-2019 Abakwa-Econsultancy ngokubambisana ne-Adobe bathola ukuthi izinkampani eziphumelela kakhulu yilezo eziletha ulwazi lwamakhasimende lomuntu siqu olusekelwe ukuzenzekelayo kokuzenzekelayo kanye nobuchwepheshe besipiliyoni samakhasimende.

Ukusuka Inkomba ye-Forrester CX, kubonakala sengathi amabhrendi adinga isandla sokusiza ukuletha ulwazi oluhle kakhulu lwekhasimende - futhi lokho kuza ngendlela ye-CX automation.

I-CX Automation

Umbiko we-Econsultancy kanye ne-Adobe uthi i-CX isiseqhulwini kumabhizinisi amaningi. Eqinisweni, ukuqonda okubalulekile okuvela embikweni kugqamisa ukubaluleka kwedatha yekhasimende kanye nokuphuthuma kokusebenzisa leyo datha ukuze kuthuthukiswe umugqa webhizinisi.

I-CX automation ibhekisela kumathuluzi asiza ukuthuthukisa uhambo lwekhasimende. Izibonelo zifaka ubuchwepheshe obufana ne-chatbots, i-AI, ukuhlanganiswa kwekhasimende nocingo (CTI), izinhlelo zokusebenza zebhange kanye ne-API. Kodwa kuningi ku-automation yesipiliyoni sekhasimende kunalokho. Uma uyisa i-CX kuleveli elandelayo, ihlangabezana nezidingo zebhizinisi zekhasimende ngalinye futhi ilinikeza umuzwa oklanyelwe wona ngokukhethekile.

Izinzuzo zokuzenzakalela kwekhasimende zifaka phakathi:

Isevisi yamakhasimende ethuthukisiwe
Ukwenza ngcono ukusebenza
Ukugcinwa nokwaneliseka kwamakhasimende okuthuthukisiwe
Ukwenza kube ngokwakho okuthuthukisiwe
Isipiliyoni sekhasimende esenziwe ngcono
Izindleko eziphansi zabasebenzi ngenxa ye-automation yomsebenzi

Eminyakeni embalwa edlule, izinkampani bezitshala kakhulu ku-CX automation, ngamabhizinisi asho ukuthi ukwenza kube ngokwakho, ukuzenzela uhambo lwekhasimende namamethrikhi kuphakathi kwezinto eziza kuqala kuzo kuqala.
Uma sibheka phambili, izinkampani ze-B2B ezihloliwe zithi i-automation yekhasimende izonikeza ithuba elingcono kakhulu ngo-2020. Futhi i-CX automation inendima ebalulekile okufanele iyidlale ekuhlangenwe nakho okungcono kwamakhasimende.

Okuzenzakalelayo kanye Nokuhlangenwe nakho Kwekhasimende

Imikhiqizo esetshenziselwa ukuthembela kumpendulo ngocwaningo lwemakethe, izingxoxo, amaqembu okugxilwe kuwo kanye nezinhlolovo ukuthola ukuthi amakhasimende abo afunani. Lokhu kungaba inqubo yokuzama nephutha okungenzeka inganikezi imiphumela engcono kakhulu.
Ngokuhambisana nezindlela ezivamile zokusebenzisa idatha yekhasimende, ukuzizwisa kwekhasimende kungasiza ekulolongeni i-CX futhi ikuyise kwelinye izinga. Isibonelo, amathuluzi afana nokulandelela ukuziphatha akuvumela ukuthi ubone ukuthi imaphi ama-imeyili avulwa obhalisile. Ungasebenzisa lolu lwazi ukuze wenze izinqumo ezinolwazi mayelana nomlayezo owuthumelayo.

Ngaphezu kwalokho, i-CX automation ikuvumela ukuthi uhlale uthintana namakhasimende kuyo yonke inqubo yawo yokuthengiselana, njengokuwagcina enolwazi lwakamuva ngesimo se-oda noma ukuvuma nokuqinisekisa ama-oda.

I-automation ingase futhi ithuthukise umuzwa wamakhasimende wonkana ngokulandelela ukusebenzisana kwabathengi nomkhiqizo wakho nokwabelana ngolwazi lohambo lwekhasimende nethimba lakho.

Isiphetho

I-CX manje isihamba phambili kunoma yiliphi ibhizinisi noma umkhangisi ofuna ukuzehlukanisa nabaqhudelana nabo. Izinkampani eziningi zitshala imali kokuzenzakalelayo ukusiza ukuletha ulwazi oluthuthukisiwe lwamakhasimende.

Ukuzenzakalela kuthuthukisa i-CX ngezindlela eziningi, okuhlanganisa ukulandelela ukuziphatha kwama-imeyili aqondene nawe, isevisi yamakhasimende engcono nokusebenza kahle okukhulu.

Ukuze uthole ukuthi i-SharpSpring ingakudalela kanjani ukuthenga kwakho okuzenzakalelayo kwesipiliyoni sekhasimende, vakashela iwebhusayithi yethu noma ubhalisele idemo yamahhala namuhla.

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