Ukuthenga kwabathengi bakho kunye namava enkxaso aqinisekisa kakhulu ukuba bayabuya kwaye baphinde bathenge.
Isicwangciso senkxaso yabathengi be-omnichannel ayiphathi kuphela imiba abathengi abanokuba nayo ngemveliso yakho kodwa ikunceda ukuba ufumane ukuqonda okungcono kuhambo lwabathengi kwaye umisele iindawo apho abathengi banobunzima phambi kokusombulula le miba kubo.
Kweli nqaku, siphonononga icebo lenkxaso yabathengi be-omnichannel e-commerce nzulu, kutheni ibalulekile kumashishini, kunye nezona ndlela zilungileyo zokuzilandela ngelixa ucwangcisa kwaye usenza.
Isiqulatho
Yintoni inkxaso yabathengi be-omnichannel ye-ecommerce?
Kutheni inkxaso yabathengi be-omnichannel ibalulekile kwi-ecommerce
Iindlela ezilungileyo zokuxhasa abathengi be-omnichannel ecommerce
Ukuvala
Yintoni inkxaso yabathengi be-omnichannel ye-ecommerce?
Omnichannel ecommerce isicwangciso senkxaso yabathengi sidibanisa amajelo onxibelelwano amaninzi ukubonelela ngamava angenamthungo kwaye angaguquguqukiyo enkxaso yomthengi kuzo zonke iindawo zokucofa. Ivumela abathengi ukuba banxibelelane nenkampani ngokusebenzisa amajelo abawathandayo - nokuba yimidiya yoluntu, ifowuni, i-imeyile, incoko, okanye nayiphi na enye into. (umthengi-okhethwayo) iqonga lonxibelelwano.
Ngokunikezela ngendlela ye-omnichannel, iinkampani zinokubonelela ngokulula, okobuqu, kwaye okona kubaluleke kakhulu ngamava amanyeneyo kubathengi bazo, nto leyo ekhokelela ngokuthe ngqo ekwandeni kokwaneliseka kwabathengi kunye nokunyaniseka.
Kutheni inkxaso yabathengi be-omnichannel ibalulekile kwi-ecommerce
Ukwaneliseka kwabathengi abaphuculweyo
Ngokunikezela ngamajelo enkxaso amaninzi, anje ngencoko ephilayo, ifowuni, i-imeyile, Imidiya yokuncokola, kunye noncedo lwangaphakathi lomntu, iinkampani ze-ecommerce zinokubonelela ngeendlela ezahlukeneyo ezikhethwa ngabathengi. Oku bhetyebhetye kuvumela abathengi ukuba bafune uncedo ngendlela abayithandayo kwaye ngokulungelwa kwabo.
Xa abathengi befumana uncedo ngendlela abafuna ngayo, oko kukhokelela kumanqanaba aphezulu okwaneliseka. Ngaphezu koko, la mava alula kwaye akhumbulekayo ayabanyanzela ukuba bahlale bebuya ukuza kuthenga kuwe.
Ukwenyuka ukunyaniseka kwabathengi
Ukubonelela ngamava enkxaso entle kunye nengenamthungo kuwo onke amajelo amaninzi kunegalelo ekunyanisekeni kwabathengi. Xa abathengi beziva bexatyiswe, beviwe, kwaye bexhaswa, kunokwenzeka ukuba bakhulise ukunyaniseka kwi-brand.
Kwaye abathengi abathembekileyo bangundoqo kwiintengiso eziphindaphindiweyo kunye nokuthengiswa kwamagama afanelekileyo.
Amazinga okugcina aphezulu
Xa abathengi banokufikelela ngokulula kuncedo kwaye bafumane izisombululo kwiinkxalabo zabo okanye imiba, kunokwenzeka ukuba bahlale nenkampani.
Amava enkxaso agudileyo kwaye asebenzayo anciphisa ukuphoxeka kwabathengi kwaye aphucula amava abo ngokubanzi, esonyusa amathuba okuba bahlale njengabathengi abathembekileyo.
Iimbono zabathengi ezixabisekileyo
Ngokusebenzisa iindlela ezininzi zenkxaso yabathengi, iinkampani ze-ecommerce zinokuqokelela ulwazi oluxabisekileyo malunga nabathengi bazo. Ngokuhlalutya imibuzo yabathengi, impendulo, kunye nezinto ezikhethwa kuzo kumajelo ahlukeneyo, amashishini anokuchonga iipatheni, iintlungu kunye neendawo zokuphucula.
Olu lwazi lunokukhokelela ekuthathweni kwezigqibo ezicwangcisiweyo, ukuphuculwa kwemveliso, kunye nokuphuculwa kwamava omthengi ngokubanzi.
Iindlela ezilungileyo zokuxhasa abathengi be-omnichannel ecommerce
Chonga iimfuno zabathengi kunye nezinto ozikhethayo
Ukubonelela ngenkxaso yabathengi be-omnichannel, amashishini kufuneka abone ukuba abathengi bawo bafuna ntoni kwaye banqwenela ntoni. Xa usenza njalo, nceda uqwalasele:
Imephu yohambo lwabathengi
Ukubonelela ngenkxaso engenamthungo, amashishini kufuneka abe nokuqonda okucacileyo kohambo lwabathengi bawo kunye namajelo abawakhethayo kwinqanaba ngalinye. Ukwenza imephu kuhambo lwabathengi kunceda ukuchonga iindawo zokuthintela apho abathengi bafuna uncedo kwaye kwenza ukuba amashishini alungelelanise amajelo abo enkxaso ngokufanelekileyo.
Uhlalutyo lwedatha
Ukusetyenziswa kwedatha yabathengi kubalulekile ekuqondeni iipateni kunye neendlela zokuziphatha kwabathengi. Ukuhlalutya idatha evela kwimithombo eyahlukeneyo, njenge Uhlalutyo lwewebhusayithi, intsebenziswano yenkxaso yabathengi, kunye nembali yokuthenga, inokubonelela ngexabiso elixabisekileyo kwizinto ezikhethwa ngabathengi, iintlungu kunye nokulindela.
Ingxelo yomthengi
Ukufuna ngenkuthalo kunye nokuphulaphula ingxelo yabathengi kubalulekile ekuqondeni iimfuno zabo kunye nokulindela. Uvavanyo, udliwano-ndlebe, amaqela ekugxilwe kuwo, kunye Imidiya yokuncokola Ukuvota ziindlela ezisebenzayo zokuqokelela ingxelo esemgangathweni nobungakanani. Ukunikela ingqalelo kwizikhalazo zabathengi, iingcebiso, kunye nezimvo kunceda amashishini achonge iindawo zokuphucula kwaye amise isicwangciso sabo senkxaso ngokufanelekileyo.
zobuqu
Ukusebenzisa idatha yabathengi kunye nempendulo kwenza ukuba amashishini alungelelanise intsebenziswano yenkxaso ngokusekelwe kukhetho lomntu ngamnye, ukusebenzisana kwangaphambili, kunye nembali yokuthenga. Olu lungelelwaniso lunokuphucula kakhulu ukwaneliseka kunye nokugcinwa kwabathengi.
Nika iinketho zokuzinceda
Abathengi namhlanje balindele ukukwazi ukufumana iimpendulo kwimibuzo yabo kwaye bazisombulule iingxaki zabo ngaphandle kokunxibelelana nenkxaso yabathengi. Yiyo loo nto kubalulekile ukubabonelela ngenkqubo eyomeleleyo yokuzinceda ukuze bahlangabezane nolindelo lwabo kunye nokuphucula amava abo.
Nantsi indlela amashishini e-ecommerce anokusebenzisa ngayo inkxaso ngokusebenzela abathengi ngokufanelekileyo:
Ukuxhotyiswa kwabathengi
Ngokubonelela ngezibonelelo zokuzisebenzela njenge iziseko zolwazi, Ii-FAQs, kunye nezifundo, amashishini axhobisa abathengi ukuba balawule iimfuno zabo zenkxaso. Oku kuzimela kukhokelela kukwaneliseka okuphezulu njengoko abathengi banokucombulula ngokukhawuleza imiba yabo ngaphandle kokuxhomekeka kwinkxaso yabathengi.
Ukunciphisa iindleko
Xa abathengi banokufumana iimpendulo ngokuzimeleyo, kunciphisa umthamo wemibuzo yenkxaso engenayo kunye nesidingo se-agent ezongezelelweyo zokuxhasa abathengi. Olu ncedo lokonga iindleko luxabiseke ngakumbi njengoko ukulinganisa kwamashishini kunye nokusingatha iziseko zabathengi abakhulu.
Iintlobo ngeentlobo zezixhobo zokuzinceda
Ukubonelela ngeentlobo ngeentlobo zezixhobo zokuzinceda kudlula nje isiseko solwazi okanye ii-FAQs. Ukudala iividiyo, izithuba zeblogi, izikhokelo zokulungisa iingxaki, iiforum zoluntu, kunye nezifundo ezisebenzisanayo zibonelela abathengi ngeendlela ezahlukeneyo zokufumana inkxaso abayidingayo.
Ukwahlula-hlula izibonelelo kunceda ukujongana nezimbo zokufunda ezahlukeneyo kunye nokukhethwa, kuphuculwe amava okuzisebenzela.
Ukuxhobisa iqela lenkxaso yabathengi
Iqela lokuxhasa abathengi liphambili kumashishini. Ngabo abajongene nabathengi imihla ngemihla, kwaye ngabo ekugqibeleni banqume ukuba abathengi bahamba benomdla okanye banelisekile. Yiyo loo nto kubaluleke kakhulu ukubonelela ngoqeqesho olubanzi kunye nenkxaso eqhubekayo kwiqela lenkxaso yabathengi.
Kukho izinto ezimbalwa ezinokuthi zenziwe ziinkampani ukuqinisekisa ukuba iqela lenkxaso yabathengi lihlala lilungele ukumangalisa abathengi ngamava angcono kakhulu:
Uqeqesho lwemveliso kunye nenkonzo
Amalungu eqela lenkxaso yabathengi kufuneka abe nokuqonda okunzulu kweminikelo, iimpawu kunye neenzuzo. Olu lwazi lubenza bakwazi ukubonelela ngolwazi oluchanekileyo noluncedo kubathengi, ukusombulula imibuzo kunye nemiba yabo ngokufanelekileyo. Iiseshoni zoqeqesho rhoqo kufuneka ziqhutywe ukugcina iqela lihlaziywa ngalo naluphi na utshintsho okanye uhlaziyo kwimveliso (kwimveliso).
Uqeqesho lonxibelelwano novelwano
Abameli benkxaso kufuneka baqeqeshwe ekuphulaphuleni okusebenzayo, unxibelelwano olucacileyo nolufutshane, kunye nokudlulisa uvelwano nokuqonda. Ezi zakhono zinceda ukwakha ubudlelwane nabathengi, benze ukuba bazive beviwe, kwaye bafake isandla kumava enkxaso efanelekileyo.
Uqeqesho lwenkxaso yeOmnichannel
Uqeqesho kufuneka lunikezelwe ekujonganeni nemibuzo yabathengi kunye nemiba kwiindlela ezahlukeneyo zenkxaso, kubandakanywa ifowuni, i-imeyile, ingxoxo ephilayo, imidiya yoluntu, kunye nokusebenzisana kwabantu. Ijelo ngalinye linokuba neempawu ezithile kunye neemfuno, kwaye iqela kufuneka lixhotyiswe ukubonelela ngenkxaso engaguqukiyo kunye nekhwalithi ephezulu kuwo onke amajelo.
Ingxelo eqhubekayo kunye noqeqesho
Ingxelo eqhubekayo kunye neeseshoni zoqeqesho zibalulekile ekukhuleni nasekuphuhliseni iqela lenkxaso yabathengi.
Ukuvavanya ukusebenza rhoqo, iiseshoni zoqeqesho lomntu ngamnye, kunye neengqungquthela zeqela zinokubonelela ngamathuba okujongana nemingeni, ukunika ingxelo eyakhayo, kunye nokuqaphela impumelelo.
Cwangcisa iimetriki zenkxaso yabathengi kunye neeKPIs
Ukwazi ukuba ngaba ngokwenene unika abathengi bakho amava angcono kakhulu, kufuneka ulinganise ukusebenza kwenkxaso yakho yabathengi.
Enye indlela yokulinganisa ukwaneliseka kwabathengi kukuseka imilinganiselo yenkxaso yomthengi kunye neZalathi zokuSebenza eziPhambili (KPIs). Ngokulandela iimethrikhi ezithile, unokufumana umfanekiso ocacileyo wokusebenza kweqela lakho lenkxaso yabathengi, uphuculo olufunekayo, kwaye uchonge imingxunya eshiya incasa embi ezingqondweni zabathengi bakho.
Nazi ezinye iimetrikhi eziphambili kunye nee-KPIs amashishini e-ecommerce inokulandelela ukulinganisa ukusebenza kweqela lenkxaso:
Ireyithi yesisombululo soqhagamshelwano lokuqala
Ilinganisa ipesenti yemibuzo yabathengi okanye imiba esonjululwe ngexesha loqhagamshelwano lokuqala.
I-FCR ephezulu ibonisa ukuba iqela lenkxaso yabathengi lijongene ngokufanelekileyo neemfuno zabathengi ngaphandle kokufuna intsebenziswano eyongezelelweyo yokulandelelana. Ukulandelela i-FCR kunceda ukuchonga iindawo apho uphuculo lunokwenziwa khona ukwandisa ukusebenza kakuhle kunye nokusebenza kweqela.
Ixesha eliphakathi lokuphatha
Le metric ilinganisa i-avareji yexesha elithathayo kwi-rep yenkxaso yokusingatha intsebenziswano yabathengi, kuquka ubude befowuni, ubude bencoko, okanye ixesha lokuphendula nge-imeyile.
Ukubeka iliso kwi-AHT kunceda ukuchonga amathuba okulungelelanisa iinkqubo, ukuphucula ukusebenza kakuhle, kunye nokunciphisa amaxesha okulinda kwabathengi, okukhokelela kumava enkxaso asebenzayo.
Amanqaku okwaneliseka kwabathengi
Ngumlinganiselo othe ngqo wokwaneliseka kwabathengi ngamava enkxaso. Ngokuqhelekileyo ifunyenwe ngophando lwasemva kokudibana okanye ukulinganisa impendulo.
umkhondo CSAT inceda ukulinganisa amanqanaba okwaneliseka ngokubanzi kunye nokuchonga iindawo apho iqela lenkxaso linokuphucula ukunyusa ulonwabo lwabathengi kunye nokunyaniseka.
Ixesha lokuphendula
Eli lixesha elithathwa liqela lenkxaso ukuphendula imibuzo yabathengi okanye imiba kumajelo ahlukeneyo. Ibaluleke kakhulu kumxholo we-omnichannel apho abathengi balindele iimpendulo ezikhawulezayo.
Ukubeka iliso kunye nokuphucula ixesha lokuphendula kunceda ukuqinisekisa ukunikezelwa kwenkxaso ngexesha kunye namava alungileyo kubathengi.
Amanqaku okukhuthaza iNet (NPS)
I-NPS ilinganisa ukunyaniseka kwabathengi kunye nokuba nokwenzeka kokucebisa inkampani kwabanye. Inika ingqiqo kwimbono yomthengi ngokubanzi kunye neemvakalelo ngokubhekiselele kwi-brand kunye nenkxaso yayo.
Ukulandelela i-NPS kunceda amashishini avavanye ifuthe lexesha elide lemizamo yawo yenkxaso yabathengi kunye nokuchonga amathuba okuguqula abathengi abonelisekileyo ukuba babe ngabameli bohlobo.
Khangela kwaye ulungise imiba yabathengi
Abathengi namhlanje balindele amava enkxaso yomthengi omnichannel engenamthungo. Ukuhlangabezana nolu lindelo, kufuneka uchonge ngokuqhubekayo kwaye ulungise imiba yabathengi kuwo onke amajelo.
Nantsi indlela onokuyenza ngayo:
Beka iliso kwiitshaneli zengxelo yabathengi
Beka iliso ngenkuthalo amajelo ahlukeneyo apho abathengi banikezela ngengxelo-njengamaqonga eendaba ezentlalo, uphando lwabathengi, iiwebhusayithi zokuphonononga, kunye namatikiti enkxaso yabathengi. Oku kukuvumela ukuba uchonge kwaye ulandelele imiba yabathengi kunye neenkxalabo ngexesha lokwenyani.
Thatha kwaye uhlele imiba yabathengi
Qokelela kwaye uhlele imiba yabathengi ngokusekwe kubume babo, ubukhali, kunye nobuninzi. Oku kukunceda ukuba uqonde ngcono iintlungu eziqhelekileyo kunye neendawo ezifunayo (kwangoko) ngqalelo.
Phendula kwakwitshaneli enye
Xa ulungisa imiba yabathengi, kubalulekile ukuphendula ngejelo elinye apho umba wawuxelwe ekuqaleni. Oku kubonisa ukuzibophelela kwakho ekuboneleleni ngenkxaso eyeyakho kwaye kubonisa abathengi ukuba unomdla kwindlela abayithandayo yonxibelelwano.
Umzekelo, ukuba umthengi uthumela i-tweets malunga nomcimbi, kuya kufuneka uphendule ngesisombululo. Ukuba umthengi ushiya ingxelo engalunganga kwiwebhusayithi yakho, kuya kufuneka uphendule ngesisombululo apho ngokwayo.
Nika izisombululo zangexesha nezenzelwe wena
Phendula ngokukhawuleza kwimiba yabathengi kwaye unikeze izisombululo ezizezakho. Ukulungelelanisa iimpendulo zakho kukunceda ukuba ujongane nenkxalabo ethile yomthengi ngamnye kwaye uqinisekise ukuba isisombululo sicacile, siluncedo, kwaye siyasebenza.
Landela kwaye uvale i-loop
Emva kokubonelela ngesisombululo, kubalulekile ukulandelela kunye nomthengi ukuqinisekisa ukwaneliseka kwabo kwaye uqinisekise ukuba umba usonjululwe ngokupheleleyo. Oku kubonisa ukuzinikela kwakho ekwanelisekeni kwabo kwaye kwakha ukuthembela kunye nokuzithemba kwinkqubo yakho yenkxaso.
Ukuvala
Ukuphumeza isicwangciso senkxaso yabathengi be-omnichannel kwishishini lakho le-ecommerce linokukunceda:
- phucula ukwaneliseka kwabathengi ngokubonelela ngamava angenamthungo kwaye angaguquguqukiyo kuwo onke amajelo amaninzi afana ne-imeyile, incoko ebukhoma, imidiya yoluntu, kunye nefowuni. Abathengi banokukhetha indlela yonxibelelwano abayithandayo.
- ukuphucula ukusebenza kakuhle kwenkonzo yabathengi ngolawulo oluphakathi konxibelelwano, ukuvumela ii-arhente zenkxaso ukuba zifikelele kwidatha yabathengi kunye nembali ngokulula. Oku kukhokelela ekusonjululweni kwemiba ekhawulezileyo kunye nenkxaso yomntu ngamnye.
- ukwandisa ukunyaniseka kwabathengi kunye nokugcinwa ngokwakha ubudlelwane obuluqilima. Inkxaso engaguqukiyo kuwo onke amajelo yongeza ukuthembana kwaye yongeza amava omthengi ngokubanzi.
- Fumana ulwazi oluxabisekileyo malunga nokuziphatha kwabathengi kunye nezinto ozikhethayo, okwenza ishishini lakho lenze izigqibo eziqhutywa yidatha intengiso ekujoliswe kuyo kunye nokuphuculwa.
