Sonke sithemba ukuthi izinto eziningi zizobukeka zihlukile ngo-2021 - futhi nolwazi lwamakhasimende aluhlukile.Lapha kulapho ochwepheshe bethi izinguquko ezinkulu zizoba khona - nokuthi ungazijwayeza kanjani.

Amakhasimende azolindela izinhlobo ezahlukene zokuzizwisa - okuqhelelene, okusebenzayo nokomuntu siqu, okungenani isikhathi esithile, ngokombiko we-Intercom's 2021 Customer Support Report.

Eqinisweni, u-73% wabaholi bokuhlangenwe nakho kwamakhasimende bathe okulindelwe ngamakhasimende ngosizo lomuntu siqu nolusheshayo kuyanda - kodwa u-42% nje uzizwa eqinisekile ukuthi angahlangabezana nalezo zinto ezilindelwe. 

"Izindlela zoguquko zikhomba enkathini entsha yokusekelwa kwamakhasimende okusheshayo futhi komuntu siqu," kusho uKaitlin Pettersen, uMqondisi Womhlaba Wonke, Ukwesekwa Kwamakhasimende kwa-Intercom.

Nakhu okutholwe abacwaningi be-Intercom – kanye namathiphu okuthi ungawahlanganisa kanjani amathrendi kulwazi lwakho lwekhasimende lwango-2021.

1. Yenza okuthile

Cishe u-80% wabaholi bokuhlangenwe nakho kwamakhasimende bafuna ukusuka endleleni esebenzayo baye kusevisi baye kwesebenza ngokushesha ngo-2021.

Enye yezindlela ezinhle kakhulu zokusheshisa ukusebenza eduze nethimba lakho lezentengiso.Abakhangisi bangasiza amaqembu esevisi ukuthi ahlale ngaphambi kwezidingo zamakhasimende ngoba:

• dala amaphromoshini ashayela ithrafikhi, ukuthengisa, imibuzo nokufunwa emaqenjini esipiliyoni samakhasimende
• gcina amathebhu aseduze ekuziphatheni kwamakhasimende, ngokuvamile ekhomba lokho amakhasimende azoba nentshisekelo kukho noma alahlekelwa intshisekelo kukho, futhi
• qapha ukubandakanyeka, ukuqaphela amazinga entshisekelo yamakhasimende nomsebenzi ku-inthanethi nangezinye iziteshi.

Ngakho-ke sebenzisana nethimba lakho lezentengiso ngo-2021 - noma ngabe lithola isihlalo etafuleni labo.

2. Xhumana ngokuphumelelayo

Cishe izingxenye ezimbili kwezintathu zabaholi abanolwazi lwamakhasimende bathi bavala izivimbamgwaqo nyanga zonke ngenxa yokuthi abantu babo namathuluzi akuxhumani ngendlela abakudinga ngayo.

Abaningi bathi ubuchwepheshe babo bokusekela abuhlanganisi ne-technonolgy ezinye izindawo ezisetshenziswa yinhlangano yabo - futhi bavame ukudinga ulwazi oluvela kulezo zindawo.

Nakuba ukutshala imali kokuzenzakalelayo okuzenzakalelayo, ukuhamba komsebenzi nama-chatbots kuzosiza ukuthuthukisa ubunzima bokuxhumana, kuzosebenza kahle kuphela uma abasebenzi befunda ubuchwepheshe futhi bahlale benolwazi lwakamuva ngabo.

Ngakho-ke njengoba wenza isabelomali futhi uhlela ukuxhumana ngempumelelo ngonyaka ozayo, faka isikhathi, izinsiza kanye nokugqugquzela abasebenzi ukuthi bahlale bephezu kwamathuluzi namandla abo.

3. Inani leDrayivu

Abacwaningi bathole ukusekelwa kwamakhasimende okuningi nokusebenza kwesipiliyoni bazofuna ukusuka ekubeni kubhekwe “njengesikhungo sezindleko” baye “kumshayeli wenani.”

Kanjani?Abaholi abangaphezu kuka-50% bosekelo lwamakhasimende bahlela ukukala umthelela wethimba labo ekugcinweni kwamakhasimende nasekuvuseleleni ngonyaka ozayo.Bazofakazela ukuthi abasebenzi babo abaphambili bagcina amakhasimende ethembekile futhi echitha imali.

Hlela manje ukuqoqa idatha okungenani nyanga zonke ukuze ubonise umsebenzi wethimba lakho kanye nomthelela wawo ekugcinweni kwamakhasimende.Lapho ungakwazi ukuvumelanisa umzamo kanye nemiphumela yokugcina amadola aqinile, maningi amathuba okuthi uthole ukwesekwa okwengeziwe kolwazi lwamakhasimende ngo-2021.

4. Thola ukuxoxa

Abaholi abaningi besipiliyoni samakhasimende bamukele futhi bakhulisa ukusetshenziswa kwe-chatbot eminyakeni yakamuva.Futhi u-60% walabo abasebenzisa ama-chatbots bathi isikhathi sabo sokulungiswa sesithuthukile.

Ingabe ama-chatbot aku-arsenal yesevisi yakho?Uma kungenjalo, kungaba ukutshalwa kwezimali okuhlakaniphile ukuthuthukisa ukuzizwisa kwamakhasimende nokusebenzisa imali: Abaholi abangu-30% abasebenzisa ama-chatbots bathi izilinganiso zokwaneliseka kwamakhasimende zabo zinyukile.

Kopisha kokuthi Izinsiza Ze-inthanethi