A cikin ƙungiyoyi da yawa, amma ba duka ba, ana kula da sabis na abokin ciniki azaman ɓangare na ƙwarewar abokin ciniki. Dukansu suna da sha'awar tuki gamsuwar abokin ciniki, amma suna mai da hankali kan sassa daban-daban na tafiyar abokin ciniki don cimma shi. Don haka menene mabuɗin bambance-bambance a cikin sabis na abokin ciniki vs. ƙwarewar abokin ciniki? Kuma me yasa dukansu biyu suke da mahimmanci ga kasuwancin ku?

Abokin ciniki kwarewa, ko CX, cikakken lissafin ra'ayoyin abokan ciniki ne sakamakon duk mu'amalarsu da kasuwanci ko alama, a kan layi ko a cikin kantin sayar da kayayyaki. Kwarewar abokin ciniki ta ƙunshi abokin ciniki kwarewa management (CXM), wanda ke nufin dabaru, fasahohi da ayyuka don inganta sakamakon kasuwanci ta hanyar ƙirƙirar ingantaccen ƙwarewa ga duk wanda ke hulɗa da kamfani. Ƙwarewar abokin ciniki gaba ɗaya yana mai da hankali kan saduwa da tsammanin abokin ciniki da kuma tasiri gaba ɗaya fahimtar abokin ciniki game da samfuran da mafita a duk inda suka faru akan tafiya abokin ciniki.

A madadin, abokin ciniki sabis yana nufin ayyukan da ƙungiya ke ɗauka don tabbatar da cewa abokan ciniki sun gamsu da samfuran su bayan siya. Sabis na abokin ciniki, wanda kuma ana iya kiransa tallafin abokin ciniki ko Kulawa da abokin ciniki, ya fi fuskantar abokin ciniki fiye da yawancin sassan ƙwarewar abokin ciniki. Bayarwa mai girma abokin ciniki sabis ya ƙunshi yanke shawara mai mahimmanci game da farashi, sanya alama, sanyawa, da kuma amfani da shari'o'in.

Ƙungiyoyin da suka shafi abokin ciniki yakamata su yi niyyar ƙware a duka ƙwarewar abokin ciniki da sabis na abokin ciniki. Don haka, yana da kyau a zurfafa bincika inda waɗannan biyun suka yi kama da inda suka bambanta.

Biyan kuɗi don abokin ciniki da ƙwarewar ma'aikaci sabuntawa

Sabis na abokin ciniki vs. gwanintar abokin ciniki a cikin tafiyar abokin ciniki

Bambancin maɓalli mafi sauƙi tsakanin CX da sabis na abokin ciniki shine cewa CX ya damu da biyan bukatun abokin ciniki yayin tafiya ta abokin ciniki gaba ɗaya. Sabis na abokin ciniki yana mai da hankali kan siyayya bayan siye. Don haka, ana ɗaukar CS a matsayin ɓangaren CX.

Ƙungiyoyin CX sun damu da dabarun gajeren lokaci da kuma dabarun dogon lokaci. Suna tunani game da cikakken hoto na duk tafiya na abokin ciniki daga wayar da kan jama'a zuwa la'akari don siye da sayan sayan.

Taswirar tafiye-tafiye na abokin ciniki ya ƙunshi ayyana maƙasudin taɓawa a duk tsawon rayuwar haɗin gwiwa tare da masu sa ido da abokan ciniki. Tafiya ta abokin ciniki ta ƙunshi wuraren taɓawa da yawa akan duk tsawon rayuwar abokin ciniki. Zato a bayan taswirar tafiye-tafiye na abokin ciniki shine masu yiwuwa ko abokan ciniki suna da ma'ana a kowane wurin taɓawa - ƙoƙarin warware matsala, amsa tambaya, kwatanta zaɓuɓɓuka, ko ketare wani abu daga jerin abubuwan yi.

Hanya ɗaya don yin tunani game da haɗin gwiwar ƙwarewar abokin ciniki da sabis na abokin ciniki ita ce taswirar hanyar talla. Yin haka yana nuna yadda CX ke kula da dukkan tsari, yayin da ake kunna sabis na abokin ciniki don takamaiman ayyuka.

• Awareness: Wannan yana farawa tare da abokin ciniki koyo game da ƙungiyar da mafitanta, da yuwuwar bincika hanyoyin masu fafatawa. Za su iya yin rajista don saƙonnin imel ko bi ƙungiyoyin kafofin watsa labarun.

• shawara: Bayan sun fahimci abubuwan ƙima, za su iya yin tambayoyi ko yin ƙarin bincike.

• Sayi: Lokacin da abokin ciniki ya shirya don yin siyayya, sabis na abokin ciniki yana kunna. Ayyukan yana taimaka wa abokan ciniki tare da kowane tambayoyi lokacin da suke kammala sayayya kuma suna iya sauƙaƙe sayan idan abokin ciniki ba zai iya siyan kan layi ko a cikin kantin sayar da kayayyaki ba.

• aminci: Lokutan nan da nan bayan sayan suna da matuƙar mahimmanci don samar da amincin abokin ciniki. Ayyukan sabis na abokin ciniki yana taimakawa tabbatar da cewa abokan ciniki sun san yadda ake amfani da samfurin da suka saya. Hakanan ana samun CS don amsa ƙarin tambayoyi ko warware matsaloli daga baya. Kamfanoni sukan ƙirƙira ƙungiyoyin nasara na abokin ciniki, wanda zai iya zama wani ɓangare na sabis na abokin ciniki ko ƙungiyar tallace-tallace, don samar da koyawa da mafi kyawun ayyuka akan haɓaka amfani da samfur. Manufar ita ce a taimaki waɗancan abokan cinikin yin amfani da samfurin cikin sauri, sauƙi da gamsuwa gwargwadon yiwuwa.

• Advocacy: Ƙirƙirar abokan ciniki masu aminci yana buɗe yuwuwar cewa wasu daga cikinsu suna gaya wa mutane a cikin hanyar sadarwar su game da samfuran ƙungiyar ko ma suna iya yaba ƙimar ƙwarewar abokin ciniki da take bayarwa. Ƙirƙirar masu ba da shawara na abokin ciniki yana taimakawa aikin ƙwarewar abokin ciniki yayi mafi kyau. Wannan shi ne saboda sabbin abubuwan da za su zo cikin mazurari an riga sun 'dumi' ta kyakkyawan ra'ayi daga abokan cinikin da suka gabata.

CX da CS kayan aikin

Duk kwarewar abokin ciniki da kuma horon sabis na abokin ciniki sun dogara da kayan aiki masu mahimmanci don haɓaka ƙimar su.

Babban kayan aikin gwanintar abokin ciniki:

Ƙungiyoyin CX suna amfani da kayan aikin da ke taimaka musu gani da ɗaukar matakai na dabaru a duk tafiyar abokin ciniki.

• Gudanar da dangantakar abokin ciniki Kayan aikin (CRM) suna ba ƙungiyoyi damar tattarawa, waƙa, da kuma nazarin bayanan da suka samo asali daga hulɗar abokan ciniki a fadin tashoshi.

• A/B gwajin software, wanda zai iya samar da saƙo daban-daban ga maziyartan gidan yanar gizon don gano wanda ya fi dacewa. Ƙungiyoyin CX, suna aiki kai tsaye tare da ƙungiyoyin UX, za su iya amfani da software don ƙirƙirar bambance-bambancen saƙo da waƙa wanda ɗayan ke kaiwa ga mafi yawan sayayya ko lokacin da aka kashe akan rukunin yanar gizon.

• Shawarwari masu ƙarfi don wasu samfura ko na'urorin haɗi dangane da siyayyar samfur na baya.

Key kayan aikin sabis na abokin ciniki:

Yayin da ƙungiyoyin sabis na abokin ciniki za su yi amfani da kayan aikin da aka ambata a baya, wasu wasu sun fi dacewa da ayyuka da alhakin ƙungiyar CS.

• Tushen ilimi na tushen yanar gizo inda masu amfani za su iya samun labarai, FAQs da bidiyoyi don bi da su ta hanyar yadda za a magance al'amura da amfani da samfuransu ko ayyukansu daidai.

• A shashen yanar gizo wanda ke ba abokan ciniki hanyoyin da yawa don isa ga ƙungiyar don yin magana da wakilan tallafin abokin ciniki.

• Imel mai aiki ko saƙon rubutu ga abokan ciniki waɗanda suka tambayi yadda samfurin ke aiki kuma suna ba da umarni da shawarwari kan yadda ake amfani da shi.

Ma'aunin CX da CS sun bambanta

Duk kwarewar abokin ciniki da sabis na abokin ciniki sun haɗa da auna ayyukan su don tabbatar da cewa sun yi nasara wajen biyan bukatun abokin ciniki. Mutane da yawa suna jujjuya kan ɗaukar ra'ayoyin abokin ciniki da auna martani na ainihi. Kuma yayin da wasu KPI na gama gari suna da alaƙa da bangarorin biyu, wasu sun fi dacewa da juna fiye da ɗayan.

Mahimman ma'aunin ƙwarewar abokin ciniki:

• Makin gamsuwa na abokin ciniki (CSAT): CSAT shine adadin masu amsawa waɗanda suka yi iƙirarin gamsuwa (4) ko gamsuwa sosai (5) a cikin binciken da aka bayar bayan gogewa ta taɓawa.

• Net Sakamakon Gudanarwa (NPS): NPS tana auna yadda mutum zai iya ba da shawarar kamfani ko samfuransa ga wasu. Ana tambayar mutane akan sikelin 1 zuwa 10 ta yaya za su ba da shawarar ga wasu. An cire maki 6 ko ƙasa da haka daga adadin 9s da 10 don ƙirƙirar kashi. An fi la'akari da ma'aunin ƙwarewar abokin ciniki saboda yana iya faruwa a kowane bangare na tafiyar abokin ciniki.

• Makin Ƙoƙarin Abokin Ciniki (CES): Bayan taɓawa, ana tambayar abokin ciniki yadda sauƙi ko wahala ya cim ma burinsu, yana kimanta wahalar daga 1 (sauki) zuwa 5 ko 7 (mai wuya).

• Matsayin riƙe abokin ciniki: Tsayawa babban adadin riƙewar abokin ciniki yana nuna aikin ƙwarewar abokin ciniki mai nasara kuma yana haɓaka layin ƙasa ta hanyar haɓaka ƙimar rayuwar abokin ciniki. Haɓaka amincin abokin ciniki da iyakance churn yana nufin abokan ciniki ko dai sun gamsu da samfurin ko mafita ko kuma har yanzu basu sami canji mai kyau ba.

Mahimman ma'aunin sabis na abokin ciniki:

• Lokacin Amsa Farko (FRT): Yaya tsawon lokacin da ƙungiyoyin tallafin abokin ciniki suke ɗauka don amsa matsalar abokin ciniki ko buƙata. Alama ce ta kyakkyawar sabis na abokin ciniki don ƙungiyar ta sami damar amsa kai tsaye ga batun abokin ciniki, ko akan kafofin watsa labarun, imel, ɗakin hira, ko kiran waya.

• Matsakaicin Lokacin Ƙaddamarwa (ART): Wannan ya ƙunshi tsawon lokacin da ake ɗauka daga farkon hulɗar sabis na abokin ciniki har sai an warware matsalar.

• Ƙimar ƙuduri na fitowa: Wannan ya shafi yawancin batutuwan sabis na abokin ciniki da aka samu nasarar magancewa da warware su. Yayin da ƙungiyar sabis na abokin ciniki ba za ta iya tsammanin warware kowane matsala ba, rashin warware kusan dukkanin batutuwa alama ce ta matsala.

CS da CX tare suna tabbatar da cewa ƙungiyoyi suna kula da abokan ciniki

Masu amfani na yau sun fi hankali kuma suna da ƙarin zaɓuɓɓuka fiye da kowane lokaci. Don faranta wa abokan cinikin ku daɗi kuma ku kasance masu gasa, ya kamata ku keɓance kowane wurin taɓawa a duk ƙwarewar abokin ciniki (CX). Keɓancewa na gaskiya a ma'auni ya ƙunshi duk abubuwan kasuwancin ku, tun daga tallan tallace-tallace da saƙo zuwa saƙo, tallace-tallace, da sabis.

IBM yana sanya dabarun ƙwarewar abokin ciniki a tsakiyar kasuwancin ku. Ƙwarewarmu mai zurfi a cikin taswirar balaguron abokin ciniki da ƙira, aiwatar da dandamali, da bayanai da kuma tuntuɓar AI na iya taimaka muku yin amfani da mafi kyawun fasahohi don fitar da canji a cikin kwarewar abokin ciniki.

Samu rahoton: "Rukunnai 5 na keɓancewa"

Bincika sabis na tuntuɓar ƙwarewar abokin ciniki