Tonse tikukhulupirira kuti zinthu zambiri zidzawoneka mosiyana mu 2021 - ndipo zomwe kasitomala amakumana nazo sizosiyana.Apa ndi pamene akatswiri amati kusintha kwakukulu kudzakhala - ndi momwe mungasinthire.

Makasitomala aziyembekezera zokumana nazo zamitundumitundu - zotalikirana, zogwira mtima komanso zaumwini, kwakanthawi, malinga ndi Intercom's 2021 Customer Support Trends Report.

M'malo mwake, 73% ya atsogoleri odziwa makasitomala adati ziyembekezo zamakasitomala zamunthu payekha komanso thandizo lachangu zikuchulukirachulukira - koma 42% okha ndi omwe amatsimikiza kuti atha kukwaniritsa zomwe akuyembekezera. 

"Zosinthazi zikulozera kunthawi yatsopano yothandizira makasitomala mwachangu komanso payekha," atero a Kaitlin Pettersen, Mtsogoleri wa Global, Customer Support ku Intercom.

Izi ndi zomwe ofufuza a Intercom adapeza - kuphatikiza maupangiri amomwe mungaphatikizire zomwe zikuchitika mu 2021 kasitomala wanu.

1. Yesetsani kuchitapo kanthu

Pafupifupi 80% ya atsogoleri omwe amakumana ndi makasitomala akufuna kuchoka panjira yolimbikira kupita kuntchito yokhazikika mu 2021.

Imodzi mwa njira zabwino kwambiri zolimbikitsira kwambiri ndikugwirira ntchito limodzi ndi gulu lanu lazamalonda.Otsatsa atha kuthandiza magulu othandizira kukhala patsogolo pa zosowa za makasitomala chifukwa iwo:

• pangani zotsatsa zomwe zimayendetsa magalimoto, malonda, mafunso ndi zofuna kumagulu odziwa makasitomala
• samalani kwambiri za khalidwe lamakasitomala, nthawi zambiri kuzindikira zomwe makasitomala angasangalale nazo kapena kutaya chidwi, ndi
• kuyang'anira zomwe zikuchitika, kuzindikira chidwi cha makasitomala ndi zochitika zawo pa intaneti komanso kudzera mu njira zina.

Chifukwa chake gwirirani ntchito limodzi ndi gulu lanu lazamalonda mu 2021 - ngakhale likungopeza mpando patebulo lawo.

2. Kulankhulana bwino

Pafupifupi magawo awiri mwa atatu a atsogoleri odziwa makasitomala amati amagunda misewu mwezi uliwonse chifukwa anthu awo ndi zida zawo sizimalumikizana momwe amafunikira.

Ambiri amati luso lawo lothandizira siligwirizana ndi ukadaulo wa madera ena omwe bungwe lawo limagwiritsa ntchito - ndipo nthawi zambiri amafunikira chidziwitso kuchokera kumadera amenewo.

Ngakhale kuyika ndalama mu makina oyenera, kuyenda kwa ntchito ndi ma chatbots kumathandizira kukonza zovuta zoyankhulirana, zitha kugwira bwino ntchito ngati ogwira ntchito aphunzira zaukadaulo ndikuzidziwa bwino.

Kotero pamene mukukonzekera ndikukonzekera kulankhulana bwino chaka chamawa, phatikizani nthawi, zothandizira ndi zolimbikitsa kwa ogwira ntchito kuti azikhala pamwamba pa zida ndi mphamvu zawo.

3. Mtengo woyendetsa

Ochita kafukufuku adapeza kuti chithandizo chamakasitomala ambiri komanso zochitika zinazake zimafuna kuchoka ku "malo otsika mtengo" kupita ku "dalaivala wamtengo wapatali."

Bwanji?Oposa 50% a atsogoleri othandizira makasitomala akukonzekera kuyeza momwe gulu lawo likukhudzira kusungitsa makasitomala ndikukonzanso chaka chamawa.Awonetsa kuti antchito awo akutsogolo amasunga makasitomala kukhala okhulupirika komanso kugwiritsa ntchito ndalama.

Konzani tsopano kuti musonkhanitse deta mwezi uliwonse kuti muwonetse ntchito ya gulu lanu komanso momwe ikukhudzidwira posunga makasitomala.Kuyandikira komwe mungayanjanitse khama ndi zotsatira zosunga ndalama zolimba, m'pamenenso mupeza chithandizo chamakasitomala mu 2021.

4. Pezani kucheza

Atsogoleri ambiri odziwa makasitomala atengera ndikuwonjezera kugwiritsa ntchito ma chatbot m'zaka zaposachedwa.Ndipo 60% ya omwe amagwiritsa ntchito ma chatbots akuti nthawi yawo yothana ndi vutoli yapita patsogolo.

Kodi ma chatbots ali mugulu lanu lankhondo?Ngati sichoncho, kutha kukhala ndalama zanzeru kuti muwongolere zomwe makasitomala amapeza komanso kugwiritsa ntchito ndalama: 30% ya atsogoleri omwe amagwiritsa ntchito ma chatbots akuti kukhutira kwamakasitomala kwawo kwakwera.

Koperani kuchokera ku Internet Resources