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IClarabridge: Ukuqondisisa Okungenzeka Kuzo Zonke Izindlela Zokusebenzisana Kwamakhasimende

Njengoba okulindelwe ngabathengi ekwenyukeni kwamakhasimende, izinkampani kufanele zithathe izinyathelo ukuqinisekisa ukuthi ulwazi lwamakhasimende luhlala lufanelana.

Abantu baseMelika abangama-90% babheka ukulethwa kwamakhasimende lapho bethatha isinqumo sokuthi benze ibhizinisi nenkampani.

American Express

Kungaba nzima ukuletha le nhloso njengoba umthamo omkhulu wempendulo etholakalayo ungakhungathekisa, kudale Ulwazi LweKhasimende (CX) amaqembu alahlekelwe umbono wokuqonda kanye nemithelela ehlobene nokusebenzisana kwamakhasimende ngakunye. Ngokuvama okwandayo, izinhlangano ezimbonini ziphendukela kuzo amapulatifomu wokuphathwa kwesipiliyoni samakhasimende ukuhlaziya ukuxhumana kwamakhasimende nokuthola imininingwane engazisa izibuyekezo zomkhiqizo, ithuthukise imizamo yezentengiso futhi ikhuthaze ukwethembeka kwamakhasimende kwesikhathi eside.

Ukuphathwa Kokuhlangenwe Nekhasimende

Izinhlangano zigcwele impendulo yamakhasimende — ama-petabyte wedatha ngesimo samakholi efoni aqoshiwe nokubhaliwe, amanothi e-ejenti, ukubuyekezwa okuku-inthanethi, ukuzibandakanya kwezenhlalo, imiyalezo yokuxoxa, ama-imeyili nohlolo.

Ngaphakathi kwalokhu kusebenzisana nempendulo, amakhasimende aveza imibono, imizwa noma izinkinga ezihlobene nokuhlangenwe nakho kwabo nomkhiqizo, uhlobo noma inhlangano, kanye nezinhloso zabo zokufinyelela. Iningi lale datha lisetshenziswa kabi njengomthombo wokusebenza nowokuncintisana. Ifakwe kungobo yomlando emafayilini amakhulu alalelwayo noma ombhalo, angahlaziywa kalula ngamathuluzi endabuko obuhlakani bebhizinisi aklanyelwe ukuphatha idatha ehleliwe njengezinombolo nohlu.

UClarabridge, ongumhlinzeki wezixazululo zokuphathwa kwamakhasimende (CEM), usebenza neminye yemikhiqizo ephezulu emhlabeni efana ne-USAA, Vera Bradley ne-United, ukuqeda isiphithiphithi nokuxakaniseka kwempendulo yamakhasimende. Ngokusebenzisa i-AI yayo, iClarabridge ihlanganisa impendulo yamakhasimende nezingxoxo zibe yihabhu elilodwa eliphelele elingahlaziywa kusetshenziswa ama-analytics wombhalo nenkulumo kaClarabridge asesigabeni esihle kakhulu ngemininingwane efike ngesikhathi esatshalaliswe kubabambiqhaza abafanele kuyo yonke inhlangano.

Ngokusho kombiko weKhasimende le-Salesforce's State of the Connected, Ama-80% wamakhasimende athi isipiliyoni ukuhlinzeka ngamabhizinisi kubaluleke kakhulu njengemikhiqizo nezinsizakalo zawo. Unalokhu engqondweni, akunandaba ukuthi inkampani yakho ithengisani noma inikeza ini, isipiliyoni samakhasimende esingalibaleki sinomthelela kuzo zonke izimboni. Ngalesi sizathu, uClarabridge usebenza nezikhungo zamabhange nezezezimali, ukunakekelwa kwezempilo kanye nabahlinzeki bomshuwalense, izimpahla zabathengi, ezokuthengisa, ezokuxhumana nezobuchwepheshe, nezokuvakasha nezokungenisa izihambi. Amakhasimende afaka iSharkNinja, iNationalwide, i-Adobe neCrate & Barrel.

I-Clarabridge Analytics: Ukuhlaziya Yonke Imisho Yempumelelo ye-CX

Ukusiza ukwenza isipiliyoni samakhasimende sokugcina, amakhasimende weClarabridge anezixazululo ezimbili: iClarabridge Analytics neClarabridge Engage. Ngokusebenzisa I-Clarabridge Analytics, izinkampani zingadlulela ngale kokucutshungulwa kolimi lwemvelo (NLP), imizwa kanye nokuhlukaniswa kwedatha ukukala umzamo, imizwa, inhloso kanye nokuhlaziywa kwezimbangela zombili zisebenzisa zombili izindlela ezisuselwa kwimithetho nezindlela zokufunda ngomshini ku-AI.

Kungani lokhu kubalulekile? Izinkampani eziningi zingahle zibe nezingcezu nezingcezu zobuchwepheshe zokuhlaziya enye yale datha kepha azinaso isixazululo esihlanganisa konke esikhona sokuqonda imizwa, ukuhlaziywa kwesihloko, ukutholwa kwengqikithi, ukuqina kwemizwelo noma amaphuzu omzamo. UClarabridge uhlaziya lonke lolu lwazi ukuze anikeze umbono ophelele wekhasimende. IClarabridge isiza izinkampani ukuthi zenze lokhu ngezindlela ezintathu:

  1. Ukuhlaziywa okuhlanganisiwe, kwe-omnichannel - Esikhathini esingengakanani esidlule, amakhasimende ayenezindlela ezimbalwa zokufinyelela uphawu. Manje, amakhasimende angafinyelela kuma-brand nganoma yisiphi isikhathi. Noma ngabe izingcingo, ama-imeyili, izingxoxo, izinhlolovo, ukuxhumana nomphakathi, izilinganiso nokubuyekezwa noma izinkundla, izinkampani zinokulandelwa okuningi. Ezinhlanganweni ezinkulu ezingaba nezindawo eziningi emhlabeni jikelele, kufaka phakathi izikhungo zokuxhumana eziningi, ukufinyelela kukho konke ukuxhumana nekhasimende kuyinselele. Ukusiza ukuqoqa yonke impendulo yamakhasimende endaweni eyodwa, iClarabridge ixhuma namakhulu emithombo, kufaka phakathi i-WhatsApp, i-Twitter, i-Facebook, ukuqoshwa kwamakholi, ama-imeyili nokuningi.
  2. Izibalo zombhalo - I-NLP yikhono lohlelo lwekhompiyutha lokuhlaziya inkulumo yomuntu ukuthola ulimi, ukwakheka kohlelo lolimi, izinhlangano — ezinjengamagama, izindawo nemikhiqizo — amagama angukhiye namagama ahlobene nolimi ngaphakathi komusho. I-NLP ibalulekile ekuqondeni idatha enkulu njengoba inikeza ukwakheka kumanani amakhulu wombhalo ukuze iphinde ihlaziywe ngezihloko, izingqikithi, izitayela namanye amaphethini wamagama ezigidini zokuxhumana. UClarabridge uthatha ukuhlaziywa kwedatha ngesinyathelo esisodwa ngokuya phambili ngokufaka ukuqonda kolimi lwemvelo (NLU). I-NLU ifuna ukuqonda nokuthola incazelo olimini lwabantu. Amasu we-NLU ahlola amagama, imishwana nomongo ukuze kuhlolwe izihloko, imizwa, imizwa, umzamo nezinye izici zokukhuluma. I-NLU ingamandla ashukumisayo ngemuva kwe-analytics yombhalo. Nge-NLU, izinkampani zithola ukuqonda okungcono kokuthi amakhasimende akhuluma ngani, zihlanganisa izingqikithi ndawonye ukuze zihlaziywe kalula, okuholela ekuthathweni kwezinqumo ngokushesha ukuze kutholakale isipiliyoni samakhasimende esifanele.
  3. Ukwenza okuthandwa nguwe - Akunandaba nomnyango, iClarabridge yenza kube lula ngamaqembu ukuthi enze ama-dashboard uqobo, adonse imininingwane edingwa yiminyango endaweni eyodwa yokufinyelela okulula nokuqonda okusheshayo. Ngokuba nedeshibhodi eyenziwe yaba ngeyakho, iminyango kuyo yonke inkampani ingabelana ngemininingwane futhi iyenze isebenze. Lokhu kubalulekile njengoba amakhasimende elindele ukubona izinguquko zenziwa ngokushesha — hhayi ezinsukwini noma ezinyangeni ezimbalwa.

IClarabridge Zibandakanye: Ukuhlangana Kwamakhasimende Lapho Abakhona

Njengoba kuvela iziteshi eziningi zedijithali, amakhasimende alindela ukuxhumana kwesikhathi sangempela nezinkampani. Lokhu kulula ukukusho kunokukwenza. Ukugcina ithrekhi yezingxoxo eziningi, kuzingxenyekazi eziningi futhi kwesinye isikhathi ama-ejenti amaningi, kunzima.

Ngokusebenzisa IClarabridge Zibandakanye, izinkampani zingaxhumana namakhasimende lapho zikhona futhi zinikeze okuhlangenwe nakho okuphezulu kwamakhasimende nokuzibandakanya ngokusebenzisa ipulatifomu yengxoxo emaphakathi. Ipulatifomu ihambisa izingxoxo kusuka kuziteshi ezahlukahlukene zokuxhumana ezivumelanayo neziku-inthanethi kufaka phakathi i-Facebook, i-Twitter, Instagram, WhatsApp, SMS, WeChat, i-imeyili, izilinganiso kanye nokubuyekezwa, izinkundla ze-inthanethi, amabhulogi nokuningi, okuvumela izinkampani ukuthi zikwazi ukuxoxa kalula, ziphendule, futhi zibandakanye amakhasimende eziteshini ezisebenzisayo empeleni. Ipulatifomu ebumbene isho ukuthi amaqembu ezinsizakalo angabuka yonke imilayezo engenayo, umlando wokufinyelela wengxoxo ngomongo futhi ahlanganise izingxoxo kuziteshi zonke. Izingxoxo zimakwa ngokuzenzakalela ngolwazi olumayelana nesihloko, umzamo, imizwa, nokuningi. IClarabridge isiza izinkampani ukuthi zibandakanye kangcono namakhasimende ngezindlela ezintathu ezihlukene:

  1. Ukusakaza okulula ngebhokisi lokungenayo elihlanganisiwe - Ngokufinyelela eziteshini eziningi ezahlukahlukene, kungenzeka ukuthi ikhasimende lingaxhumana nenhlangano kungxenyekazi engaphezu kweyodwa. Lokhu kudala inselelo ezinhlanganweni ukulandelela izicelo ezahlukahlukene nezingxoxo ezivela kukhasimende. Ukuba nebhokisi lokungenayo elihlanganisiwe kuvumela amaqembu osizo lwamakhasimende ukuthi abone kalula izingxoxo ezedlule ukuze athole ukuqonda okungcono kwesicelo sekhasimende. Lokhu futhi kusiza ukugwema ukuqhubeka nokuhlukumeza ikhasimende okungenzeka ukuthi selivele labelana ngokukhathazeka kwalo nelinye i-ejenti. Ngokwengeziwe, amaqembu angalungiswa ngokuba nezimpendulo ezenziwe ngaphambilini, izifanekiso zemihlahlandlela yokushicilela nezinhlelo zezinhlekelele eziwavumela ukuthi bahlele izimo eziphuthumayo ezingalindelekile.
  2. Qedela ukuqapha kwe-SLA - Izivumelwano zezinga lesevisi (I-SLA) akhona ukuqinisekisa ikhwalithi, ukutholakala kanye nezibopho. Kodwa-ke, ukuqapha kwe-SLA kungaba nzima uma kunezinhlaka eziningi ezithintekayo, okuvame ukwenzeka. Ukwenza ngcono amamethrikhi okunakekelwa kwamakhasimende, njengesilinganiso sesibambo esimaphakathi, icala ngalinye, isilinganiso sokuxhumana (FCR) nesivinini esimaphakathi sempendulo, amaqembu kufanele akwazi ukufinyelela kulo lonke ulwazi endaweni eyodwa futhi abe nokuqonda okucacile ukuthi ikhasimende selinesikhathi esingakanani kade ngilindile. Isici seClarabridge's Watchdog sazisa amaqembu ukuthi ikhasimende lilinde isikhathi esingakanani impendulo ukuze abameli bangaphuthelwa yisikhathi sokuphendula sama-SLA.
  3. Ukumaka okuzenzakalelayo nokuqondisa umzila ngezikhathi zokuphendula ezisheshayo - Ama-ejenti avame ukuboshwa ngemisebenzi ephansi ethatha isikhathi ekusizeni amakhasimende amaningi. Omunye wale misebenzi ukumaka ngesandla izihloko ezingxoxweni ukusiza abenzeli ukukhomba izingqikithi ezisemqoka. Ngamandla we-AI, amaqembu akusadingeki ukuthi amake ngesandla. IClarabridge Engage ikhomba ngokuzenzakalela izihloko zezingxoxo zenhlalo nemizila ebalulwe kumenzeli ofanele, ngesikhathi esifanele. Ngokwenza njalo, abenzeli bangaqonda ngokushesha isidingo sekhasimende futhi basheshe baphendule noma balidlulisele kumenzeli ongcono kakhulu ozosingatha leli cala.

Ukulindela okuzungeze isipiliyoni samakhasimende kuzoqhubeka nokukhuphuka. Esikhundleni sokuqhubeka nokuxazulula izixazululo ndawonye, ​​izinkampani kufanele zithole isisombululo esisodwa esihlangene ukuhlangabezana nezidingo zazo.

Cela iDemo yeClarabridge

Douglas Karr

Douglas Karr i-CMO ye VulaINSIGHTS kanye nomsunguli we Martech Zone. UDouglas usize inqwaba yeziqalo eziphumelelayo ze-MarTech, uye wasiza ekukhuthaleni okungaphezu kuka-$5 bil ekuthengeni nasekutshalweni kwe-Martech, futhi uyaqhubeka nokusiza izinkampani ekusebenziseni nasekuzenzeleni amasu azo okuthengisa nokumaketha. UDouglas uyingcweti yokuguqula idijithali eyaziwa emhlabeni wonke kanye nesikhulumi se-MarTech. UDouglas futhi ungumbhali oshicilelwe wencwadi kaDummie kanye nencwadi yobuholi bebhizinisi.

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