Clarabridge: Kuzindikira Kogwira Ntchito Kogwirizana Ndi Makasitomala Onse

Clarabridge: Kuzindikira Kogwira Ntchito Kogwirizana Ndi Makasitomala Onse

Pomwe chiyembekezo cha ogula pakukula kwamakasitomala, makampani akuyenera kuchitapo kanthu kuti awonetsetse kuti makasitomala awo akukhalabe ofanana.

Anthu 90% aku America amalingalira zamakasitomala posankha kuchita bizinesi ndi kampani.

American Express

Kungakhale kovuta kukwaniritsa cholinga ichi chifukwa kuchuluka kwa mayankho omwe angakhalepo kungakhale kovuta, kuchititsa Zomwe Amakasitomala Amachita (CX) magulu kuti aiwale kuzindikira ndi tanthauzo lake mogwirizana ndi kasitomala aliyense. Ndikuchulukirachulukira, mabungwe m'mafakitale akutembenukira kwa nsanja kasitomala kasamalidwe nsanja kusanthula momwe makasitomala amagwirira ntchito ndikuwulula zambiri zomwe zitha kudziwitsa zosintha zazinthu, kukonza malonda ndikulimbikitsa kukhulupirika kwamakasitomala kwakanthawi.

Kusamalira Makasitomala

Mabungwe ali ndi mayankho okhudzana ndi makasitomala ambiri - ma petabyte azidziwitso monga mafoni olembedwa komanso zolemba, zolemba za wothandizila, kuwunika pa intaneti, kucheza pagulu, kutumizirana mauthenga, maimelo ndi kafukufuku.

Pakulankhulana ndi kuyankhaku, makasitomala amafotokoza malingaliro, malingaliro kapena mavuto okhudzana ndi zomwe akumana nazo ndi malonda, mtundu kapena bungwe, komanso zolinga zawo zofikira. Zambiri mwazinthuzi sizigwiritsidwa ntchito ngati magwero azogwirira ntchito komanso mpikisano. Amasungidwa m'mafayilo akuluakulu amawu kapena amalemba, omwe samasanthulidwa mosavuta ndi zida zamaukadaulo zamabizinesi omwe adapangidwa kuti azitha kusanja zambiri monga manambala ndi mindandanda.

Clarabridge, yemwe amapereka mayankho ku kasamalidwe kake ka makasitomala (CEM), amagwira ntchito ndi ena mwazinthu zapamwamba kwambiri padziko lonse lapansi monga USAA, Vera Bradley ndi United, kuti athetse chisokonezo komanso zovuta zamakasitomala. Kudzera mu AI yake, Clarabridge imaphatikiza mayankho amakasitomala ndi zokambirana zawo kukhala gawo limodzi lokha lomwe lingathe kusanthula pogwiritsa ntchito mawawu apamwamba kwambiri a kalasi ya Clarabridge ndi zidziwitso zakulankhula zomwe zimaperekedwa kwa omwe akutenga nawo mbali pagululi.

Malinga ndi lipoti la Salesforce's State of the Connected Customer, Makasitomala 80% anenapo zomwe zachitikazi mabizinesi amapereka ndikofunikira monga malonda ndi ntchito zake. Poganizira izi, zilibe kanthu kuti kampani yanu imagulitsa kapena kupereka chiyani, zomwe makasitomala amakumbukira zimakhudza mafakitale onse. Pachifukwa ichi, Clarabridge imagwira ntchito ndi mabanki ndi mabungwe azachuma, othandizira azaumoyo komanso othandizira inshuwaransi, zogula, zogulitsa, zofalitsa ndi ukadaulo, komanso maulendo komanso kuchereza alendo. Amakhasimende akuphatikizapo SharkNinja, Nationwide, Adobe ndi Crate & Barrel.

Clarabridge Analytics: Kusanthula Chiganizo Chilichonse cha Kupambana kwa CX

Pofuna kuthandizira makasitomala, makasitomala a Clarabridge ali ndi mayankho awiri: Clarabridge Analytics ndi Clarabridge Engage. Kudzera Zolemba za Clarabridge, Makampani amatha kupitilira kukonzanso chilankhulo (NLP), malingaliro ndi magawidwe amwazi kuti athe kuyesa khama, kutengeka, cholinga komanso kusanthula komwe kumagwiritsidwa ntchito pogwiritsa ntchito malamulo ndi njira zophunzirira makina ku AI.

Nchifukwa chiyani izi zili zofunika? Makampani ambiri atha kukhala ndi zidutswa zaukadaulo kuti athe kusanthula zina mwa izi koma alibe mayankho ophatikizira onse m'malo mwake kuti amvetsetse malingaliro, kusanthula mutu, kuzindikira mutu, chidwi champhamvu kapena kuchuluka kwa khama. Clarabridge amasanthula izi zonse kuti awonetse kasitomala kwathunthu. Clarabridge imathandizira makampani kuchita izi m'njira zitatu:

  1. Kuphatikiza, kusanthula kwamakanema - Osati kale kwambiri, makasitomala anali ndi njira zochepa chabe zofikira chizindikiro. Tsopano, makasitomala amatha kupeza ma brand nthawi iliyonse. Kaya ndi mayitanidwe, maimelo, macheza, kafukufuku, mayanjano, mayendedwe ndi kuwunika kapena mayankho, makampani ali ndi zambiri zoti azitsatira. Kwa mabungwe akuluakulu omwe angakhale ndi malo angapo padziko lonse lapansi, kuphatikiza malo olumikizirana angapo, kukhala ndi mwayi wolumikizana ndi kasitomala ndizovuta. Pofuna kusonkhanitsa malingaliro onse amakasitomala pamalo amodzi, Clarabridge amalumikizana ndi magwero mazana, kuphatikiza WhatsApp, Twitter, Facebook, kujambula mafoni, maimelo ndi zina zambiri.
  2. Kusanthula kwamalemba - NLP ndikuthekera kwa pulogalamu yamakompyuta yosanthula zolankhula za anthu kuti adziwe chilankhulidwe, kapangidwe kazigawo, zinthu monga mayina, malo ndi zopangira - mawu osakira ndi mawu ogwirizana ndi chilankhulo mkati mwa chiganizo. NLP ndiyofunikira pakumvetsetsa chidziwitso chachikulu chifukwa imapereka mawonekedwe amalemba ambiri kuti athe kuwunikiranso pamitu, mitu, machitidwe ndi njira zina zamawu m'milingo yambirimbiri. Clarabridge amatenga gawo limodzi pang'onopang'ono ndikuphatikizanso kumvetsetsa kwachilengedwe (NLU). NLU imayesetsa kumvetsetsa ndikupeza tanthauzo kuchokera mchilankhulo cha anthu. Njira za NLU zimawunika mawu, ziganizo ndi mawonekedwe kuti athe kuwunika mitu, momwe akumvera, momwe akumvera, khama ndi zina zoyankhula. NLU ndiye amachititsa kuti azisanthula mawu. Kudzera mwa NLU, makampani amamvetsetsa bwino zomwe makasitomala akukambirana, kuphatikiza magulu kuti athe kuwunika mosavuta, zomwe zimapangitsa kuti apange zisankho mwachangu kuti akhale ndi mwayi wokwanira wogula.
  3. Personalization - Ziribe kanthu kuti dipatimentiyi ndi yotani, Clarabridge imapangitsa kuti magulu azitha kupanga ma dashboard okonda makonda awo, kukoka zidziwitso zomwe madipatimenti amafunikira pamalo amodzi kuti athe kuzipeza mosavuta komanso kuzindikira mwachangu. Pokhala ndi dashboard yokhazikika, madipatimenti pakampani yonse amatha kugawana nzeru ndikuzisintha. Izi ndizofunikira chifukwa makasitomala amayembekeza kuwona zosintha mwachangu-osati m'masiku kapena miyezi ingapo.

Clarabridge Chitani: Kukumana ndi Makasitomala Kumene Ali

Pamene njira zambiri zadijito zimatulukira, makasitomala amayembekeza kulumikizana zenizeni ndi makampani. Izi ndizosavuta kuzichita kuposa kuchita. Kusunga mayendedwe angapo, pamapulatifomu angapo ndipo nthawi zina othandizira angapo, ndizovuta.

kudzera Clarabridge Chitani, makampani amatha kulumikizana ndi makasitomala komwe ali ndikupereka zokumana nazo zabwino kwambiri za kasitomala kudzera pagulu lapazokambirana. Pulatifomu imakambirana pazokambirana zosiyanasiyana zapaintaneti komanso zofananira kuphatikiza Facebook, Twitter, Instagram, WhatsApp, SMS, WeChat, imelo, kuwerengera ndi kuwunika, malo ochezera pa intaneti, mabulogu ndi zina zambiri, zomwe zimalola makampani kuti azilankhulana nawo mosavuta, kuyankha, komanso kuchita nawo makasitomala pazomwe makasitomala amagwiritsa ntchito. Pulatifomu yapakati imatanthawuza kuti magulu othandizira amatha kuwona mauthenga onse omwe akubwera, mbiri yakulumikizana ndi momwe akuphatikizira ndikuphatikiza zokambirana pamawayilesi. Zokambirana zimangokhala ndi chidziwitso chokhudza mutu, khama, zotengeka, ndi zina zambiri. Clarabridge imathandizira makampani kuchita bwino ndi makasitomala m'njira zitatu:

  1. Yankho loyendetsera limodzi ndi bokosi logwirizira logwirizana - Pokhala ndi mwayi wopeza njira zosiyanasiyana, ndizotheka kuti kasitomala amatha kulumikizana ndi bungwe pamapulatifomu angapo. Izi zimabweretsa zovuta kuti mabungwe azitsatira zopempha ndi zokambirana zosiyanasiyana kuchokera kwa kasitomala. Kukhala ndi bokosi lowerengera logwirizana kumathandizira magulu othandizira makasitomala kuti azitha kuwona zokambirana zam'mbuyomu kuti amvetse bwino pempho la kasitomala. Izi zimathandizanso kupewa kukhumudwitsa kasitomala yemwe mwina adagawana kale zokhumudwitsa zawo ndi wothandizila wina. Kuphatikiza apo, magulu atha kukhala okonzeka kukhala ndi mayankho omwe adalipo kale zam'chitini, ma tempulo azitsogozo ndi mapulani azovuta omwe amawalola kukonzekera zoopsa zosayembekezereka.
  2. Kuwunika kwathunthu kwa SLA - Mapangano a gawo la ntchito (SLA) zilipo kuti zitsimikizire zabwino, kupezeka ndi maudindo. Komabe, kuwunika kwa SLA kumatha kukhala kovuta ngati pali othandizira angapo omwe akukhudzidwa, zomwe zimachitika nthawi zambiri. Pofuna kukonza masitepe osamalira makasitomala, monga nthawi yayitali yogwiritsira ntchito (AHT) pamlandu uliwonse, kuchuluka kwa mayankho oyamba (FCR) komanso kuthamanga kwakanthawi kwamayankho, magulu akuyenera kukhala ndi chidziwitso chonse pamalo amodzi ndikumvetsetsa kutalika kwa kasitomala ndakhala ndikuyembekezera. Chiwonetsero cha Clarabridge's Watchdog chimauza magulu kuti kasitomala wadikirira nthawi yayitali bwanji kuti omvera asaphonye mayankho a SLAs awo.
  3. Kuyika zokha ndi kuyendetsa mayendedwe achangu mwachangu - Othandizira nthawi zambiri amakhala otanganidwa ndi ntchito zonyoza zomwe zimatenga nthawi kuti zithandizire makasitomala ambiri. Imodzi mwa ntchitozi ndikulemba pamitu pamacheza kuti athandize othandizira kuzindikira mitu yayikulu. Kudzera mu mphamvu ya AI, magulu sayeneranso kuyika pamanja. Clarabridge Engage imangodziwikiratu mitu yazokambirana pagulu ndi njira zomwe zingatchulidwe kwa wothandizila, panthawi yoyenera. Potero, othandizira amatha kumvetsetsa zosowa za kasitomala mwachangu ndikuyankha mwachangu kapena kuzipereka kwa wothandizirayo kuti akayankhe mlanduwo.

Ziyembekezero zokhudzana ndi kasitomala zipitilizabe kukula. M'malo mopitiliza kupeza mayankho limodzi, makampani ayenera kupeza yankho limodzi logwirizana zosowa zawo.

Funsani Chiwonetsero cha Clarabridge

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