Wolemba mabuku wina dzina lake Karen Lamb analemba kuti, “Chaka chimodzi kuchokera pano, mudzalakalaka mutayamba lero.”Ndi malingaliro omwe oyambitsa omwe akukula mwachangu atengera zomwe makasitomala amakumana nazo.Ndipo bungwe lililonse lomwe likufuna kupititsa patsogolo luso lamakasitomala lidzafunanso kuti litengere.

Ngati mukuganiza zotsitsimutsa makasitomala, siyani kuganiza ndikuyamba kuchitapo kanthu lero.

Oyambitsa omwe amaganiza, kukhazikitsa ndi kukumbatira njira zothandizira makasitomala akukula mofulumira komanso opambana kuposa mabungwe a anzawo, malinga ndi kafukufuku wochokera ku Zendesk.

Kafukufukuyu ali ndi zotsatirapo zamabizinesi onse ngakhale ndinu oyambitsa kapena nthano pamakampani anu: Kuyika ndalama kuti mukhale ndi kasitomala wabwino kumathandizira bizinesi.

"Ndikwachibadwa kuika patsogolo malonda anu kumayambiriro kwa ulendo wanu woyambira, koma osaganizira za momwe mumagulitsira kapena kuthandiza makasitomala anu," anatero Kristen Durham, wachiwiri kwa pulezidenti wa zoyambira ku Zendesk."Tikudziwa kuti CX imakhudza mwachindunji kukhulupirika kwamakasitomala ndi kusungitsa, ndipo ngati ndinu woyambitsa woyamba, wochita bizinesi wanthawi zonse, kapena mtsogoleri wothandizira makasitomala omwe mukufuna kupititsa patsogolo bizinesi, deta yathu ikuwonetsa kuti mukayika makasitomala pachimake pamalingaliro anu, mwamsanga mudzadzikonzekeretsa kuti mupambane kwanthaŵi yaitali.”

Nkhani zopambana zili ndi chinthu chimodzi chofanana

Ofufuza adapeza kuti nkhani zambiri zopambana zoyambira zinali ndi chinthu chimodzi chofanana: Makampani adatenga njira yabwino, yolumikizirana ndi njira zambiri zothandizira makasitomala ndi chithandizo kuyambira pachiyambi.

Sanayifikire ngati yongoganizira, dipatimenti imodzi kapena ntchito yokhazikika.M'malo mwake adawotcha zomwe kasitomala amakumana nazo kuyambira pomwe amapita, adakhudza ambiri - ngati si onse - anthu ndipo anali odzipereka popereka ulendo wabwino wamakasitomala.

"Makasitomala akuyembekezera zambiri kuchokera kumakampani, mosasamala kanthu za kukula kwawo, zaka, kapena mafakitale," adatero Jeff Titterton, wamkulu wamalonda ku Zendesk."Kusiyanitsa chithandizo chamakasitomala kungakhale kusiyana pakati pa kulephera kukula ndikukhala gulu lopambana, lomwe likukula mwachangu".

Njira 4 zosinthira zochitika kulikonse

Kaya ndinu oyambitsa, kampani yatsopano kapena bungwe lomwe likufuna kukonza makasitomala, nawa malingaliro ochokera koyambira omwe adachita bwino:

1.Pangani nthawi yeniyeni, chithandizo chaumwini kukhala choyambirira.Oyambitsa opambana kwambiri - ma Unicorns mu phunziroli - adatengera njira zamoyo mwachangu kuposa makampani ena atsopano.Iwo adayika ndalama mwa anthu ndi ukadaulo kuti athe kuthana ndi macheza pa intaneti ndi mafoni kuti apatse makasitomala chidziwitso chanthawi yomweyo.

2.Khalani kumene makasitomala ali mu moyo wawo wa tsiku ndi tsiku.Makasitomala akuchulukirachulukira pama media ochezera ndipo amafuna kuchita zambiri kuposa kucheza ndi abwenzi komanso abale pomwe akupukusa ndikulemba.Kuti muwongolere makasitomala, musakhale ndi malo ochezera.Khalani achangu komanso ochita chidwi pamayendedwe ochezera.Tumizani tsiku ndi tsiku ndipo - ngati simungapezeko nthawi yonseyi - sungani maola omwe odziwa bwino ntchito zamakasitomala alipo kuti muyankhe pakangopita mphindi zochepa kuchokera kwa makasitomala kapena/kapena kufunsa.

3. Limbikitsani Mafunsowo.Ofufuza adalimbikitsa kuti ma FAQ ndi malo othandizira pa intaneti ali ndi zolemba zosachepera 30 ndi/kapena mayankho atumizidwa.Chofunika kwambiri, 30 (50, 70, etc.) ayenera kukhala amakono.Pangani kukhala udindo wa gulu kapena munthu aliyense kusanthula mapositi mwezi uliwonse kuti atsimikize kuti ndi zomwe zatumizidwa posachedwa.

4.Set ndikukumana ndi mayankho okhwima komanso nthawi zothana nazo.Ofufuza adalimbikitsa mayankho anthawi yomweyo, odzipangira okha, kuzindikira omwe ali pa intaneti kapena maimelo.Kuchokera pamenepo, njira zabwino kwambiri ndikuyankha nokha mkati mwa maola atatu ndikuthetsa mkati mwa maola asanu ndi atatu.Osachepera, dziwitsani makasitomala kuti mukugwira ntchito yothana ndi vutoli mkati mwa maola asanu ndi atatuwo komanso nthawi yomwe angayembekezere kumvanso kuchokera kwa inu.

Zosinthidwa kuchokera pa intaneti