Isikhungo sokuxhumana namafu iyisevisi yocingo kanye nemidiya exubile esingethwe emafini esikhundleni sendawo. Ubuchwepheshe besikhungo sokuxhumana namafu buqeda isidingo sokuthi inkampani ibambe noma iyiphi ihadiwe yeseva, izintambo zefoni, noma amaseva e-imeyili. Ama-ejenti angasebenzisa amakhompuyutha awo kanye noxhumano lwe-inthanethi ukuze enze futhi athathe amakholi futhi enze nezinye izinto zedijithali.
Uma usebenzisa izikhungo zokuxhumana namafu, ungaphatha kangcono isevisi yamakhasimende, okuhlanganisa amasistimu akho efoni, ama-ejenti, amakholi, ama-imeyili, inkundla yezokuxhumana, okurekhodiwe, njll.
Izwe lanamuhla lebhizinisi lisebenza kakhulu kunangaphambili. Amaklayenti afuna isevisi yamakhasimende esezingeni eliphezulu. Izinkampani zabo bonke osayizi zisebenzisa imali eningi ukukhulisa amaqembu azo okusiza amakhasimende futhi zibanike amathuluzi abawadingayo. Isevisi enhle yamakhasimende ibaluleke kakhulu emabhizinisini amancane ngoba kufanele azakhele isithunzi semikhiqizo yawo kusukela phansi.
I-Cloud Contact Center Solutions for Startups kanye Nezinkampani Ezincane
Izibalo zikhomba ukuthi u-48% wamabhizinisi gcina ulwazi lwabo olubaluleke kakhulu efwini. U-60% wayo yonke idatha yebhizinisi izolondolozwa emafini ngo-2022. Lokho kusho ukuthi izinkampani eziningi zisebenzisa ifu ukuze zigcine idatha, futhi cishe uhhafu uyalithemba ngokwanele ukugcina idatha yazo ebaluleke kakhulu lapho. Iphinde ikhombise ukuthi isoftware yamafu iyithuluzi elibalulekile lokusiza abanikazi bamabhizinisi ukuthi baphathe kahle ukubhanga kwedatha.
Ngakolunye uhlangothi, izikhungo zokuxhumana ngamafu yizicucu zesofthiwe esekwe emafini izikhungo zezingcingo ezingazisebenzisa emafini. Lezi zixazululo, ezingasebenzisi ingqalasizinda evamile yasendaweni, zinikeza indlela eguquguqukayo nenwebekayo yokuphatha ukusebenzisana kwamakhasimende. Ngokuya ngezidingo nemigomo yenkampani yakho, ungaphatha futhi usebenzele isikhungo sakho sokuxhumana noma uqashe i-ejensi yangaphandle.
Ezinye zezikhungo zokuxhumana namafu zihlukile. Kunezinye izinhlaka zenhlangano nezindlela zokuqhuba isikhungo sokuxhumana, ngasinye esinobuhle nobubi. Izixazululo zesikhungo sokuxhumana namafu ziyavumelana nezimo futhi zingathuthukisa isikhathi sakho sokuphendula sokuqalisa.
Inezinzuzo eziningi phezu kwezixazululo ezikhona. Ziphelele uma usanda kuqala futhi awukwazi ukubikezela ucingo, i-imeyili, noma amavolumu enkundla yezokuxhumana. Uma kuqhathaniswa nezixazululo zendabuko, kunezizathu eziningi zokusebenzisa izikhungo zokuxhumana namafu, njenge:
- Basika inkimbinkimbi ukuze ukwazi ukugxila ebhizinisini lakho eliwumgogodla.
- Awudingi ukukhokha izindleko zokusetha ezishibhile ngaphambili, futhi ngaleyo ndlela wehlise i-capex yakho.
- Ungakhokha izimali zokubhaliselwe zanyanga zonke futhi unciphise umjikelezo wakho wemali ukuze uwenze usebenze ngokushesha.
- Ungakwazi ukukala amachweba nezihlalo zama-ejenti njengoba ukhula. Hlala uvumelana nezimo njengoba ibhizinisi lidinga ushintsho.
- Khokhela abantu, amasevisi, nezici ezidingwa yibhizinisi lakho nsuku zonke.
- Ungagxila ekuqhubeni ibhizinisi lakho, hhayi ukuxhumana kwakho.
- Bopha ubuchwepheshe ukuze udale isikhungo sezingcingo emhlabeni wonke.
Ngaphezu kwalokho, ungacabangela izinhlobo ezahlukene zezikhungo zokuxhumana namafu ngaphambi kokunquma ukuthi yikuphi okungcono kakhulu kwebhizinisi lakho lokuqala.
Ukuqashelwa Kwezwi (IVR)
Ukuphendula ngezwi okusebenzisanayo kusiza abenzeli besikhungo sokuxhumana baphendule izingcingo ngokushesha, noma yikuphi. Ibingelela amakhasimende, ilungiselela izilimi zasendaweni, futhi yenza okwengeziwe njengomamukeli obonakalayo. Izikhungo zesimanje zokuxhumana namafu zisebenzisa i-AI ne-ML ezinjinini zazo ze-IVR ukuze ziqonde kangcono izinkinga zamakhasimende ngokusekelwe kumlando woku-oda futhi zizixazulule ngokushesha.
Ukusekela kwangaphakathi nohlelo
Emhlabeni wanamuhla weselula, ngaphakathi nohlelo ukwesekwa kwamakhasimende ingasiza ukwephula ama-silo wosekelo lwamakhasimende futhi ithuthukise ukuzizwisa kwamakhasimende. Lapho amakhasimende ebona ukuthi isevisi yamakhasimende esezingeni iwukuchofoza nje, ukugcinwa kwamakhasimende kanye nenzuzo yebhizinisi iyakhula.
I-Auto-Call Distribution (ACD)
Modern call centre software izinhlelo phendula izingcingo ezingenayo futhi uzithumele kubasebenzeli abalungile noma iminyango ngokusekelwe ekusebenzeni, indawo, ukungenzi lutho, nezinye izici. Lokhu kunciphisa isikhathi sokulinda sekhasimende futhi kuqondisa ukuphathwa kwekholi.
Umzila Osuselwe Emakhono
Umzila osuselwe kwikhono usiza abafonayo ukuthi bathole umenzeli olungile kunokuba badluliselwe esihlahleni sefoni esiyinkimbinkimbi baye kumenzeli otholakalayo wokuqala, ongadinga usizo ukuze asize. Umzila wamakholi ohlakaniphile uvumela abenzeli ukuthi baphathe izinhlobo zamakholi ahlukahlukene futhi bawahambise ngokushesha kumenzeli olandelayo oqeqeshiwe ngokusekelwe kusethi yabo yamakhono.
Ukurekhoda Kocingo, Ukulandelela, Nokuqapha
Izikhungo zokuxhumana zincike ekurekhodeni, ekulandeleni, nasekugadeni ukuxhumana kwangaphakathi nokuphumayo. Ngesici esiphelele sokuqoshwa kwekholi nokulandelela okuhlanganiswe nesikhungo sabo sokuxhumana samafu, izinhlangano zingaqinisekisa ukuthi zonke ikholi zamakhasimende ziyaphendulwa futhi zithuthukise ukusebenza kwe-ejenti ngokuqapha okuseduze. Ama-ejenti maningi amathuba okuthi enze umsebenzi wawo omuhle kakhulu futhi anikeze isevisi yamakhasimende enhle uma esebenza endaweni ekhiqizayo, esebenzayo, nenamasu. Ama-ejenti maningi amathuba okuthi enze umsebenzi wawo omuhle kakhulu futhi anikeze isevisi yamakhasimende enhle uma esebenza endaweni ekhiqizayo, esebenzayo, nenamasu.
Ama-chatbots
Ngemibuzo yosekelo olujwayelekile, ama-chatbots angabambisi abakhulu besikhungo sokuxhumana. Basingatha izicelo zosekelo ezivamile zamakhasimende, ama-ejenti akhululayo ukubhekana nezinkinga eziyinkimbinkimbi.
Izikhungo zokuxhumana ziyi ukwengeza ama-chatbots amaningi axhunywe ku-AI ukuze akwazi ukuphendula imibuzo yamakhasimende ngendlela ekhaliphile. Ukuqoqa nokufaneleka kwedatha yeklayenti ezinhlelweni ze-CRM kusiza abenzeli baqonde amakhasimende, banciphise isikhathi sokuphatha, futhi bakhulise ukwaneliseka kwamakhasimende.
Umugqa wokuphinda ushayele
Ukushayela emuva komugqa kuvumela abaphathi balawule ivolumu yekholi phakathi nokujaha kwesizini, izinsuku zethrafikhi enkulu, noma ukushoda kwezisebenzi. Ukushayela emuva komugqa kuvumela abaphathi ukuthi balawule inombolo yamakholi angena phakathi nezinkathi ezimatasa, izinsuku ezinethrafikhi eningi, noma lapho abasebenzi bengekho ngokwanele.
Izikhungo zokuxhumana zamafu ziyisebenzisela ukugcina amakhasimende ejabule futhi opharetha bakhiqiza phakathi kwenani eliphakeme lezingcingo. Ukushaya emuva komugqa konga isikhathi namandla abafonayo ngokubafonela uma i-ejenti itholakala.
Iphinde ivumele ama-ejenti ukuthi abuyekeze ulwazi lwe-akhawunti yomsebenzisi kusuka kuseva ye-CRM ngaphambi kokuphinda ashayele, okuholela ekuzizwiseni komuntu siqu kanye nokulungiswa okusheshayo.
Ukubika Kwesikhathi Sangempela Sokuhlaziya
Ibonisa ubude besikhathi bekholi, ikhwalithi, ukusebenza, nokunye okwengeziwe, kanye namathrendi esikhungo sezingcingo, amaphethini, nesikhathi esimaphakathi sokuphumula.
Ngokungeziwe, ukubika kokuhlaziya kungabonisa amanani wekholi ngezinsuku ezihlukene, amahora aphakeme, amakholi aphuthelwe, ithrafikhi yendawo, abafonayo abasha nababuyayo, nokuningi.
Ukubika okugxile emininingwaneni kubalulekile ekuthuthukiseni indlela iqembu elisebenza kahle ngayo uma kunethrafikhi eningi kanye nokuthola ukuthi umenzeli wesikhungo sokuxhumana, ithimba, noma umnyango wenza kahle kangakanani.
Izinzuzo Zokusebenzisa Izikhungo Zezingcingo Zamafu Zokuqala Nezinkampani Ezincane
Ake sibheke izici ezithile zesikhungo sezingcingo amabhizinisi asaqalayo azithola ziwusizo ngokukhethekile.
1. Ukusebenzisa i-Interactive Voice Response kanye ne-Auto Attendant
Isisebenzi esizenzakalelayo sibingelela abafonayo futhi sibathumele esandisweni esifanele ngokusekelwe kulokho abakushoyo. Ungakwazi ngisho nokuyisetha ukuze izophendula imibuzo ethile noma imibono ngokwayo ngaphandle kosizo lwesisebenzi. Izinsizakalo ezinjalo zokuphendula zingenza okuningi ukuqinisa ubudlelwano namakhasimende nokwenza umuzwa wabo ube ngcono.
2. Ukusetha Ukusatshalaliswa Kwezingcingo Nezinqubo Zomzila
Isofthiwe yesikhungo sezingcingo nayo iyasiza ngoba ikuvumela ukuthi umise ukusabalalisa izingcingo kanye nezinqubo zokuzulazula ngokusekelwe ezintweni eziningi ezahlukene.
Isibonelo, isofthiwe ingahlola ukuze ibone ukuthi iyiphi i-ejenti emahhala bese ithumela ucingo kulowo muntu. Ungenza nezinqubo ezisuselwe ekutheni ubani ofonayo noma afunani, ukuze wonke amaklayenti akho athole usizo olungcono kakhulu ngezinkinga zawo.
3. Ukugcina Ithrekhi Nokurekhoda Izingcingo
Ngesofthiwe yesikhungo sezingcingo, zonke izingxoxo zingaqoshwa ngokuzenzakalelayo futhi zilondolozwe emafini. Ngakho-ke, ungafundisa abasebenzi besikhungo sakho sezingcingo ukuthi basingatha kanjani izicelo zamakhasimende kangcono.
Uzoba nombono ongcono wokuthi ithimba lakho lenkonzo yamakhasimende lenza kahle kangakanani lilonke.
Ngesofthiwe yesikhungo sezingcingo, wena nabaphathi bakho ningalalela futhi ezingcingweni njengoba zenzeka. Ngakho-ke, izinqubo zokwenyuka zingenziwa ngendlela engcono kakhulu.
Abaphathi bazophinde bathole ulwazi olubalulekile mayelana nokuthi ama-call agents abo aqhuba kanjani.
4. Ukubika kanye nokuhlaziya
Ngisho noma ibhizinisi lakho lilincane, konke ukusebenzelana nekhasimende kudala idatha eminingi ewusizo edinga ukuqoqwa futhi iguqulwe ibe imininingwane ongayisebenzisa.
5. Ukuhlanganisa Nezinye Izingcezu Zesofthiwe
Njengoba sesike sakhuluma ngayo, isofthiwe yesikhungo sezingcingo kulula ukuyixhuma ku-CRM kanye nezinkundla zokuphatha imisebenzi. Ukuhlanganiswa nezinkundla ezidumile zokuphatha izikhungo zezingcingo ngokuvamile zilungele ukusebenza futhi zingasetshenziswa ngokushesha. Uma usebenzisa i-CRM engadumile kangako, usengasebenzisa i-API yesofthiwe yesikhungo sezingcingo ukuze wenze ukuhlanganisa ngesandla.
imibuzo ejwayelekile ukubuzwa
Q: Ingabe isikhungo sokuxhumana namafu singahlanganisa nezinye izinhlelo zebhizinisi?
IMP: Yebo, izikhungo zokuxhumana namafu zingahlanganisa kalula nezinye izinhlelo zebhizinisi, njengesoftware yokuphatha ubudlelwano bamakhasimende (CRM), izinkundla ezizenzakalelayo zokumaketha, nezinkundla ze-e-commerce.
Q: Izikhungo zokuxhumana namafu zingayithuthukisa kanjani isevisi yamakhasimende kwabaqalayo nezinkampani ezincane?
IMP: Izikhungo zokuxhumana ngamafu zinika amandla ama-startups nezinkampani ezincane ukuthi zikwazi ukusingatha imibuzo yamakhasimende ngendlela efanele, zinikeze ukwesekwa komuntu siqu, futhi ziqondise ukuxhumana, zithuthukise ukwaneliseka kwamakhasimende nokwethembeka.
Q: Ingabe izikhungo zokuxhumana namafu zifanele ukuqala kanye nezinkampani ezincane ezinezinsiza ezilinganiselwe?
IMP: Yebo, izikhungo zokuxhumana namafu zilungele abaqalayo nezinkampani ezincane ezinezinsiza ezilinganiselwe, njengoba ziqeda isidingo sezindleko zangaphambili, zivumela amanani okukhokha njengoba uhamba, futhi zinikeza ukuguquguquka kokukhula noma ukwehla njengezidingo zebhizinisi. ziphenduke.
Ukucabanga kokugcina
Izikhungo zokuxhumana zamafu zingaguqula iziqalo nezinkampani ezincane. Ngokusebenzisa ubuchwepheshe obusekelwe emafini, lawa mabhizinisi angajabulela izixazululo ezingabizi kakhulu nezingabekayo zokusekelwa kwamakhasimende nokuzibandakanya.
Izikhungo zokuxhumana zamafu zinikeza ukuguquguquka okukhulu, ukusebenza kahle, nokufinyeleleka, okuvumela abaqalayo nezinkampani ezincane ukuthi zinikeze isevisi yamakhasimende eyingqayizivele futhi zakhe ubudlelwano bamakhasimende obuhlala njalo.
Ngezindleko zangaphambili ezincishisiwe kanye nekhono lokuzivumelanisa nezidingo zebhizinisi ezishintshayo, izikhungo zokuxhumana namafu zingashintsha umdlalo kwabaqalayo nezinkampani ezincane, zikwazi ukuncintisana endaweni yokudlala enamabhizinisi amakhulu.
Ukwamukela izikhungo zokuxhumana namafu kunganika abaqalayo kanye nezinkampani ezincane amandla ukuze ziqondise ukusebenza kwazo, kuthuthukise ulwazi lwamakhasimende, futhi ekugcineni kuqhubekisele ukukhula kwebhizinisi endaweni yanamuhla yokuncintisana.