Ukusungula imigudu yokuxhumana ephumelelayo kubalulekile ekuhlinzekeni amakhasimende okuhle. Kodwa-ke, kungaphezu kwalokho—kuyisici esibalulekile esithinta izici ezihlukahlukene zebhizinisi lakho le-e-commerce, kusukela ekwanelisekeni kwamakhasimende nokwethembeka kuye kusithunzi somkhiqizo kanye nokuncintisana emakethe.
Lapha, sizocubungula ukubaluleka kweziteshi ezibalulekile zokuxhumana kwamakhasimende, okuhlanganisa ingxoxo ebukhoma, ukwesekwa kwe-imeyili, ucingo, inkundla yezokuxhumana, kanye nezingosi zokuzisiza, ukusiza amabhizinisi e-e-commerce akhe isu eliqinile lesevisi yamakhasimende.
Okuqukethwe
Yiziphi iziteshi zokuxhumana namakhasimende?
Kungani ukuxhumana kwamakhasimende njalo kubalulekile
Iziteshi ezi-7 zokuxhumana zamakhasimende izidingo zakho zebhizinisi le-e-commerce
Imicabango yokugcina
Yiziphi iziteshi zokuxhumana namakhasimende?
Iziteshi zokuxhumana zamakhasimende zibhekisela endleleni amabhizinisi namakhasimende ahlanganyela ngayo futhi ashintshisane ngolwazi. Lezi ziteshi zidlala indima ebalulekile ekuhlinzekeni amakhasimende, zivumela amakhasimende ukuthi afune usizo, athole ulwazi, futhi axhumane namabhizinisi.
Ukubaluleka kwamashaneli okuxhumana kwamakhasimende kusekhonweni lawo lokusiza ukusekelwa kwamakhasimende okuphumelelayo nangempumelelo, okuholela ekwanelisekeni kwamakhasimende okuthuthukisiwe nokwethembeka.
Kungani ukuxhumana kwamakhasimende njalo kubalulekile
Nazi izizathu ezibalulekile zokuthi kungani ukugcina ukuxhumana okungaguquki nempumelelo namakhasimende kubalulekile ekuhwebeni kwe-e-commerce:
- Kwakha ukwethenjwa nokwethembeka: Uma amakhasimende ethola izibuyekezo ezingaguquki, ulwazi olubalulekile, nokuxhumana okusobala, maningi amathuba okuthi athembe umkhiqizo futhi azizwe eqiniseka ngokuthenga kwawo.
- Ithuthukisa ukwethembeka kwamakhasimende: Lapho amabhizinisi ehlala ehileleke namakhasimende awo, ukubhekana nezidingo zawo kanye nokuhlinzeka ngolwazi olufanele kuqinisa ukuxhumana okungokomzwelo phakathi kwekhasimende nomkhiqizo. Lokhu kwethembeka kuvame ukuholela ekuphindaphindweni kwebhizinisi kanye nezincomo ezinhle zomlomo.
- Ihlinzeka ngolwazi lomuntu siqu: Amabhizinisi angalungisa ukuxhumana kwawo ukuze anikeze izincomo ezenziwe ngezifiso, amaphromoshini, nokuqukethwe, adale ukuzizwisa okubandakanya kakhulu nokufanele kwekhasimende ngalinye.
- Ibhekana nezinkinga zamakhasimende: Izibuyekezo ezivamile zesimo sama-oda, imininingwane yokuthunyelwa, nolunye ulwazi olufanelekile lusiza ukuphatha okulindelwe amakhasimende futhi lubonise ukuzibophezela kwebhizinisi ekwanelisekeni kwekhasimende. Ukuxhumana okufika ngesikhathi kubalulekile ukuze kubhekwane nokukhathazeka kwamakhasimende nokuxazulula izinkinga ngokushesha.
- Isiza ukuthengisa nokuthengisa: Amabhizinisi angazisa amakhasimende mayelana nemikhiqizo emisha, amaphromoshini, neminikelo ehambisanayo, ekhuthaza amakhasimende ukuthi ahlole imikhiqizo eyengeziwe noma amasevisi angase ahambisane nezidingo zabo nokuncamelayo.
- Ithuthukisa ukuqwashisa komkhiqizo nokuzibandakanya: Ukuxhumana okuqhubekayo, kungaba ngezincwadi zezindaba ze-imeyili, izibuyekezo zenkundla yezokuxhumana, noma ezinye iziteshi, kusiza ekugcineni ukubonakala komkhiqizo. Ukuzibandakanya kwamakhasimende okuvamile kugcina umkhiqizo usezingeni eliphezulu, okwandisa amathuba okuthi amakhasimende azophendukela ebhizinisini ukuze athole izidingo zawo zesikhathi esizayo.
- Iqinisa umjikelezo wempilo yekhasimende: Ukukhulisa ubudlelwano esigabeni ngasinye kusiza ekugcineni amakhasimende, awenze amakhasimende athembekile angase ahehe amakhasimende amasha ngokukhuluma ngomlomo.
Iziteshi ezi-7 zokuxhumana zamakhasimende izidingo zakho zebhizinisi le-e-commerce
Nazi iziteshi ezivame kakhulu zokuxhumana zamakhasimende ibhizinisi lakho le-e-commerce okufanele lizicabangele, okuhlanganisa izinzuzo zazo:
1. Ingxoxo ebukhoma
Ingxoxo ebukhoma isiyithuluzi elibalulekile lamabhizinisi e-e-commerce ahlose ukuhlinzeka ngosizo lwamakhasimende ngokushesha. Emhlabeni lapho ukuphuthuma kwaziswa khona, ingxoxo ebukhoma inikeza isiteshi sokuxhumana sesikhathi sangempela, esivumela amakhasimende ukuthi axhumane nabasebenzeli bosekelo ngokushesha. Lesi siteshi sisiza ukuxazululwa kwezinkinga ngokushesha futhi sithuthukise ulwazi lwamakhasimende lonke.
Amathiphu okuhlanganisa:
- Sebenzisa isofthiwe yengxoxo ebukhoma esebenziseka kalula kuwebhusayithi yakho.
- Khulisa ama-chatbots ukuze uthole ukusebenzelana kwasekuqaleni kanye noshintsho olungenamthungo kuma-ejenti abantu ngemibuzo eyinkimbinkimbi.
Izinzuzo:
- Izikhathi zokuphendula ezincishisiwe.
- Ukwaneliseka kwekhasimende okuthuthukisiwe.
- Ukwesekwa komuntu siqu.
Ukuxhaswa kwe-imeyili
I-imeyili isalokhu iyinsika yokuxhumana kwamakhasimende, ikakhulukazi ngemibuzo enemininingwane nokuxazulula izinkinga eziyinkimbinkimbi. Amabhizinisi e-E-commerce angazuza kumvelo esemthethweni ye-imeyili, anikeze amakhasimende isiteshi esibhaliwe sokuxhumana.
Ukusekelwa kwe-imeyili kuvumela amakhasimende ukuthi aveze ukukhathazeka kwawo ngokuningiliziwe, okuvumela ama-ejenti osekelo ukuthi anikeze izimpendulo eziphelele nezicatshangelwa kahle.
Ukwengeza, i-imeyili idlala indima ebalulekile ekukhangiseni ngezincwadi zezindaba, izibuyekezo zemikhiqizo, nokwabelana ngokuqukethwe okuwusizo.
Amathiphu okuhlanganisa:
- Sebenzisa isistimu yedeski losizo ukuze uphathe i-imeyili ngendlela efanele.
- Setha izimpendulo ze-imeyili ezizenzakalelayo zokwamukelwa kanye nezikhathi zokuphendula ezicacile.
Izinzuzo:
- Umlando wokuxhumana obhaliwe.
- Ukuxhumana okungavumelani.
- Isixazululo senkinga enemininingwane.
3. Ukusekelwa kwefoni
Ukusekelwa kwefoni kuyisiteshi sokuxhumana sakudala kodwa esinamandla esivumela ukuxhumana okuqondile nokomuntu siqu namakhasimende. Ukusekelwa kwefoni kunenzuzo emibuzweni eyinkimbinkimbi nezinkinga eziphuthumayo. Ukwengeza, ukuthinta komuntu kokuxhumana ngezwi kungakha ubuhlobo futhi kunikeze usizo olusheshayo.
Amathiphu okuhlanganisa:
- Hlanganisa isistimu yefoni eqinile ne-CRM yokulandelela ucingo nokufinyelela idatha.
- Sebenzisa i-IVR ukuze uthole umzila osebenzayo wamakholi.
Izinzuzo:
- Ukuxhumana okuqondile nokomuntu siqu.
- Izimpendulo ezisheshayo.
- Ifanele imibuzo eyinkimbinkimbi.
4. Imithombo yezokuxhumana
Inkundla yezokuxhumana iguquke yaba isiteshi sokuxhumana samakhasimende esinamandla samabhizinisi e-e-commerce. Ihlinzeka ngenkundla yokuthi amabhizinisi axhumane namakhasimende, abhekane nemibuzo yomphakathi, futhi akhe ubukhona obuqinile ku-inthanethi. Njengoba sazi, amakhasimende amaningi aqala uhambo lwawo lokuthenga ezinkundleni zokuxhumana, ngakho-ke kubalulekile ukuthi amabhizinisi abe khona social media.
Ukwengeza, ukuhlanganiswa okusebenzayo kwezinkundla zokuxhumana ezinhlelweni zesevisi yamakhasimende kwenza amabhizinisi abonise ukusabela kwawo nokuzibophezela ekwanelisekeni kwamakhasimende. Izimpendulo ezifika ngesikhathi kumazwana nemiyalezo yamakhasimende ezinkundleni zokuxhumana zibalulekile; uma uzoba ezinkundleni zokuxhumana, udinga umshado.
Amathiphu okuhlanganisa:
- Sebenzisa amathuluzi okuphatha inkundla yezokuxhumana ukuze ugade futhi uphendule ngendlela efanele.
- Setha izimpendulo ezizenzakalelayo zemibuzo evamile.
Izinzuzo:
- Ukubonakala kwebhrendi okuthuthukisiwe.
- Ukwakhiwa komphakathi.
- Isiteshi esengeziwe sempendulo yamakhasimende.
5. Izingosi zokuzisiza
Izingosi zokuzisiza ziyindlela esebenzayo yesevisi yamakhasimende, enika amakhasimende amandla okuthola izimpendulo ngokuzimela. Lawa maphothali, ngokuvamile ngendlela yesisekelo solwazi olubanzi, anganciphisa kakhulu umthamo wemibuzo evamile, akhulule amaqembu osekelo ukuze agxile ezindabeni eziyinkimbinkimbi.
Amathiphu okuhlanganisa:
- Yakha isisekelo solwazi esisebenziseka kalula esixhunywe kuwebhusayithi yakho noma uhlelo lokusebenza.
- Hlaziya njalo futhi wandise isisekelo solwazi.
Izinzuzo:
- Ukwanda kokusebenza kahle.
- 24/7 ukufinyeleleka.
- Ukunika amandla ikhasimende.
6. Ukuthumela i-SMS/Umbhalo
I-SMS, noma umlayezo wombhalo, iyisiteshi sokuxhumana esiqondile nesifushane esingafinyelela ngempumelelo amakhasimende ngokushesha, ikakhulukazi ngezibuyekezo eziphuthumayo noma amaphromoshini azwela isikhathi. Ukuhlanganisa izinsiza ze-SMS kuvumela amabhizinisi ukuthi axhumane ngqo namakhasimende kumadivayisi awo eselula.
Amathiphu okuhlanganisa:
- Hlanganisa izinsiza ze-SMS ne-CRM ukuze uthole ukuxhumana komuntu siqu.
- Sebenzisa i-SMS ukuze uthole izibuyekezo ze-oda kanye namaphromoshini azwela isikhathi.
Izinzuzo:
- Isivinini sokuxhumana esithuthukisiwe.
- Usekelo lwezaziso.
- Ilungele amakhasimende ohambeni.
I-7. Ama-chatbots
Ama-Chatbot angamathuluzi anamandla e-AI anikeza izimpendulo ezizenzakalelayo futhi abambe imibuzo evamile, ekhulula ama-agent angabantu ukuze enze imisebenzi eyinkimbinkimbi. Ukuhlanganisa ama-chatbot emisebenzini yesevisi yamakhasimende kuthuthukisa ukusebenza kahle futhi kunikeza izimpendulo ezisheshayo, ikakhulukazi ngezikhathi eziphakeme kakhulu.
Amathiphu okuhlanganisa:
- Hlanganisa ama-chatbot anamandla e-AI ukuze uthole izimpendulo ezisheshayo.
- Njalo buyekeza izikripthi ze-chatbot ngokusekelwe ekusebenzelaneni kwamakhasimende.
Izinzuzo:
- Ukusebenza okuthuthukisiwe.
- Izimpendulo ezisheshayo.
- 24/7 ukutholakala.
Imicabango yokugcina
Ukuhlanganiswa kwemigudu eyahlukene yokuxhumana kwamakhasimende kubalulekile empumelelweni yamabhizinisi e-e-commerce. Isiteshi ngasinye sifeza injongo ehlukile futhi sibhekelela okuthandwa ngamakhasimende okuhlukile.
Ngokuqonda ukubaluleka kwengxoxo ebukhoma, ukusekelwa kwe-imeyili, ucingo, inkundla yezokuxhumana, kanye nezingosi zokuzisiza, amabhizinisi angakha isu lesevisi yamakhasimende elingagcini nje ngokuhlangabezana kodwa elidlule okulindelwe amakhasimende.
Ukuzizwa ucindezelekile? Kungase kubonakale sengathi kuningi okufanele kuphathwe, kodwa ukuhlanganisa lezi ziteshi zokuxhumana nedeski losizo kanye nohlelo lokuphatha ubudlelwano bamakhasimende (CRM) kungenza ukuphendula nokufinyelela kumakhasimende kube lula.
