In markets where complex decision-making dominates and buyers face an overload of options, companies need more than a good product to win.
Ukusetshenziswa kwe-customer service njenge-system eyenziwe kakuhle kungabangela izinzuzo zakho zokuthengisa. Izinkampani ezikhuthazayo amakhasimende bakwazi ukuthi abantu akuyona kuphela izici; zihlanganisa kumakhasimende ezinikezele ukunikezela nokuthuthukiswa okuqhubekayo.
Ungasebenzisa imishini yokuxhumana kwamakhasimende we-AI, ungakwazi ukunikezela amakhasimende ezahlukile kanye nezidingo zokusebenza ngokushesha. Ngenxa yalokho, ibhizinisi yakho ingangena ukhetho olufanelekayo kumadivayisi yakho.
Ungathola kanjani ungasebenzisa inkonzo ye-client njenge-strategy yokukhula ukufaneleka abathengi bakho.
Yini i-Customer Service Growth Strategy?
I-Customer Service Growth Strategy kuyinto i-plan ebonakalayo ebonakalayo indlela yokulawula i-customer service nge-channels ezahlukile zokuxhumana kanye nokukhuthaza ukukhula kwebhizinisi. Uyakwazi ukucubungula izici ezahlukile zokuhamba kwamakhasimende ezahlukile, ukucubungula ukuphazamiseka kwamakhasimende kanye nokuphendula nezidingo zamakhasimende ezintsha.
I-Digital Customer Service Strategy isebenzisa ubuchwepheshe, kuhlanganise i-Generative AI, ukuguqula imibuzo, ukuguqula imibuzo kanye nokuthuthukiswa kwe-support e-scale. Nge-a detailed view of each customer, ungakwazi ukufinyelela kwekhompyutha ephelele ye-interaction, ukuguqula imibuzo ngokukhawuleza, nokukhuthaza imibuzo. Uma usebenzise isitimela esebenzayo, imibuzo ye-client ibonise izinzuzo yokukhula.
Izinzuzo ze-Using Customer Service njenge-Channel ye-Growth
Nazi izinzuzo eziphambili zokusebenzisa inkonzo amakhasimende njengezindlela yokukhula ikhasi lomsebenzisi bakho:
- I-Accelerated Expansion Revenue: I-Expansion Revenue isekelwe ekwandeni kwama-value eyenziwe kumakhawunti ezivamile. I-Customer Service Teams ivimbele oku ngokuphathelene ngokuvumela izinzuzo ze-upsell kanye ne-cross-sell ngesikhathi sokusebenza kwe-support. Ama-agents zihlanganisa izindlela ze-usage ze-customer, ama-pain points, kanye nama-feature requests. I-team eyenziwe kakuhle inikeza lwezobuchwepheshe ze-sales noma ama-customer success managers abathuthukisa izinzuzo ezijwayelekile. Kwi-Environments ye-Enterprise, ukuchofoza okuhlobisa okuhlobene ngokuvamile ngaphezulu kokuchofoza kokuqala
- Ukusekela kwekhwalithi ephezulu ukunciphisa isikhathi sokuqinisekisa nokuqinisekisa: Uma abathengisi ngokushesha ukuthatha impahla, kuncike ingozi yokuqinisekisa. Ukuxuba kwe-activation kuyinto ingcindezi esikhulu ku-SaaS amamodeli. I-Customer Service Teams isebenza njenge-layer yobugcisa enikezela abathengisi ukukhuthaza ama-onboarding. Ukuxhaswa kwe-onboarding, ukuxhaswa kwe-real-time ku-configuration issues, kanye ne-proactive outreach ngesikhathi kwezinyathelo ezidlulayo zithuthukisa kakhulu izinga lokuqinisekisa. Ngokusiza ukuxhaswa kwe-onboarding njenge-growth lever, amabhizinisi zihlanganisa isikhathi ku-value kanye nokukh
- I-Precision Service Ukunciphisa Ukuchithwa Kwi-Decision Making Cycles: Kwi-B2B ne-Enterprise Segments, Abathengisi akufanele ukuthatha izixazululo zokuthengisa ngokulinganayo. I-Excellence Service ikhiqiza ukhuseleko phakathi kwe-pre-sale ne-post-sale cycles ngokuvumela ukuxhaswa kwezobuchwepheshe ezinobuchwepheshe kanye ne-implementation guidance. I-High-Touch Service ukunciphisa ingozi okuphumelela kumakhasimende abavela ku-approvals e-internal.
- I-Quality Of Service Iphumela Ngokuqondile I-NPS, I-Retention, ne-Referral Speed: I-Customer Satisfaction Score ibonise nokukhula kwe-Retention ne-Referral. I-Service Superior ibonise ekuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni okuphumeni.
Izindlela ezinhle zokusebenzisa i-Customer Services njenge-Strategy yokukhula
Izindlela ezinhle zokusebenzisa ukweseka kwamakhasimende njenge-motor yokukhula kunoma umsebenzi wokuxhumana:
Ukuguqulwa kwe-Support Interactions ku-Opportunities ye-Income
Iqembu le-Support isebenzise nomthengisi ngosuku, okwenza kube lwezinhlelo eziningana kakhulu zokufaka izinzuzo ze-expansion. Nge-conversations, ama-agents zihlanganisa izicelo ze-functionalities engaphakathi ne-plan yamanje, imibuzo malunga ne-functionality ephakeme, noma amacebiso zezidingo ezandayo zihlanganisa ukuthi i-akhawunti iyahambisana ukuhlaziywa.
Ngaphandle kokuzimela ama-signals ezivela ku-tickets ezithile, ungakwazi ukwakha izinhlelo zangaphakathi lapho ama-agents zihlanganisa lezi zibonelelo ngqo ku-CRM yakho noma i-customer success platform. I-Sales kanye ne-account management teams zihlanganisa lezi zibonelelo ngokushesha futhi zihlanganisa amakhasimende abanezidingo zokuthengisa okuphakeme noma zokuthengisa okuphakeme. Njengoba lezi zibonelelo zihlanganisa izidingo zamakhasimende zayo, izinga lokuguqulwa zibe aphakeme ngenkathi zihlanganisa ukubaluleka.
Ukusetshenziswa kwe-Generative AI Ukusetshenziswa Izinzuzo Zokusebenza Zokusebenza
Ungasetshenziswa kwe-AI ye-generative ehlanganisiwe ne-algorithms ye-machine learning ukuze ufake imibuzo ye-customer efanelekayo ngaphandle kokutholwe kwama-brand. Uhlolise idatha ye-internal kanye ne-inthanethi ye-third-party ukuze ukwakha ama-customer persons ezincinciphise izici kanye nokuphendula kwezinhlobonhlobo ze-consumer groups.
Ngaphezu kwalokho, ungasebenzisa ukucubungula kwe-AI ngokusebenzisa izinjini ze-recommendation ezinikezela izixazululo ezithile, imikhiqizo, noma inthanethi esekelwe emkhakheni yesikhathi esifanayo. Ukusetshenziswa kwe-artificial intelligence ukuze i-hyper-personalization ivumela ukucubungula kwe-CX ngokunciphisa ukuxhumana okuzenzakalelayo nokukhuthaza ukuhambisana. Njengoba isakhiwo se-client yakho isandisa, ungakuthintela isidingo sokukhula kwezigidi zokusebenza, njengoba i-AI isebenza ukucubungula okuzenzakalelayo ku-scale.
Ukusebenzisa isofthiwe se-Customer Service Management ukwakha izinhlelo zokukhula okuphakeme
Ufuna ukhetho owaziwa
Uyakwazi ukuhlanganisa izinzuzo eziphambili ze-Generative AI ukusabela izixazululo, ukunikeza izixazululo, kanye nokuqinisekisa ukuxhumana. Phakathi nenqubo yokukhiqiza, kufanele uqhagamshelane izinhlelo zokusebenza phakathi kwezinhlangano zokuthengisa, inkonzo kanye nezinhlangano zokukhiqiza. Nge-cost total low of ownership, uhlelo ukwandisa ngempumelelo ngenkathi ukugcina ukulawula ephelele kwezimfuneko.
Ukwakha ukubukwa kwe-customer ye-360 degrees
Ungayithuthukisa isivinini lokuphelelwa kanye nokushintshwa kwe-scale ngokuvumelana nesisekelo esisodwa se-truth kuzo zonke izindawo zakho zebhizinisi. Ungayifumana ukubukeka kwe-client eyodwa ngokuvumelana:
- Imininingwane ze-CRM
- Imikhiqizo Ukusetshenziswa Data
- Izindaba ze-Billing
- Ukusekela Tickets
- I-Customer Communication Logs
- Ukupakisha History
- Izinzuzo ze-contract
- Ukuhweba Interactions
- Imibuzo ye-feedback kanye ne-survey
- Izindaba ze-akhawunti ze-sales ne-success teams
- Umlando we-Channel Interaction
Uyakwazi ukunciphisa umsebenzi eyenziwe nge-Agents Support by
Ukuphakama
Umthombo we-Customer Service kuyinto engaphezu kuka-function ye-reactive support. Uma usebenzise inkonzo njenge-part of your growth system, uzothola imikhiqizo ye-expansion, ukunciphisa ukuchithwa kwe-onboarding, ukuphucula umkhiqizo ngokusebenzisa ukubuyekezwa kwe-real-time, futhi ukwandisa ukusebenza ngaphandle kokuphumelela ikhwalithi.
Nge-customer service optimization, ungahambisa ngokushesha abathengi abalandeli abalandeli abalandeli abalandeli abalandeli abalandeli abalandeli abalandeli abalandeli abalandeli abalandeli abalandeli abalandeli abalandeli abalandeli abalandeli.
