{"id":1079,"date":"2022-01-11T19:00:00","date_gmt":"2022-01-11T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=1079"},"modified":"2022-01-05T15:23:45","modified_gmt":"2022-01-05T12:23:45","slug":"musteri-bekleme-suresini-iyilestirmenin-yolu","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/musteri-bekleme-suresini-iyilestirmenin-yolu\/","title":{"rendered":"M\u00fc\u015fteri Bekleme S\u00fcresini \u0130yile\u015ftirmenin 3 Yolu"},"content":{"rendered":"\n<p>\u015eirketler i\u00e7in olduk\u00e7a \u00f6nemli olan m\u00fc\u015fteri deneyiminin en b\u00fcy\u00fck etkenlerinden biri m\u00fc\u015fteri bekleme s\u00fcresidir. \u0130yi bir <a href=\"https:\/\/infoset.app\/blog\/tr\/musteri-destegi-takip-edilmesi-gereken-5-metrik\/\" target=\"_blank\" rel=\"noreferrer noopener\">m\u00fc\u015fteri<\/a> deneyimi yaratabilmek i\u00e7in bekleme s\u00fcrelerinin iyile\u015ftirilmesi gerekir. Peki, bekleme s\u00fcresi neden \u00f6nemlidir ve nas\u0131l iyile\u015ftirilir?<\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Bekleme S\u00fcresi Neden \u00d6nemlidir?<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/01\/customer-waiting-call-time-scaled-e1641378091935-1024x666.jpg\" alt=\"m\u00fc\u015fteri bekleme s\u00fcresi\" class=\"wp-image-1072\" width=\"685\" height=\"445\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/01\/customer-waiting-call-time-scaled-e1641378091935-1024x666.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/01\/customer-waiting-call-time-scaled-e1641378091935-300x195.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/01\/customer-waiting-call-time-scaled-e1641378091935-1536x998.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/01\/customer-waiting-call-time-scaled-e1641378091935-768x499.jpg 768w\" sizes=\"(max-width: 685px) 100vw, 685px\" \/><\/figure><\/div>\n\n\n\n<p>M\u00fc\u015fteriler diledikleri servise m\u00fcmk\u00fcn olan en k\u0131sa s\u00fcre i\u00e7erisinde ula\u015fmak ister. Ortalama 14 dakika i\u00e7erisinde talep ettikleri hizmete ula\u015famayan m\u00fc\u015fterilerin \u00e7a\u011fr\u0131y\u0131 sonland\u0131rmaktad\u0131r. \u00c7a\u011fr\u0131s\u0131 zaman\u0131nda yan\u0131tlanamayan m\u00fc\u015fterilerin \u00e7a\u011fr\u0131y\u0131 terk etmesi m\u00fc\u015fteri memnuniyetini olumsuz etkileyerek marka imaj\u0131na zarar verir. <\/p>\n\n\n\n<p>M\u00fc\u015fteri bekleme s\u00fcresiyle ilgili yap\u0131lan bir <a href=\"https:\/\/web.timetrade.com\/files\/content_resource\/TT_Retail-Exec-Survey-Brief.pdf\">ara\u015ft\u0131rmada<\/a>, i\u015fletmelerin bekleme s\u00fcreleri sebebiyle <strong>m\u00fc\u015fterilerinin neredeyse %75\u2019ini<\/strong> kaybettikleri belirlenmi\u015ftir. Dolay\u0131s\u0131yla \u015firketlerin m\u00fc\u015fteri memnuniyetini sa\u011flamak, sat\u0131\u015flar\u0131n\u0131 art\u0131rmak gibi hedeflerle m\u00fc\u015fteri bekleme s\u00fcrelerini iyile\u015ftirmeleri gerekir.<\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Bekleme S\u00fcresi Nas\u0131l \u0130yile\u015ftirilir?<\/strong><\/h2>\n\n\n\n<p>\u015eirketlerin m\u00fc\u015fteri stratejilerine g\u00f6re de\u011fi\u015fiklik g\u00f6sterebilecek olsa da m\u00fc\u015fteri bekleme s\u00fcrelerini iyile\u015ftirmek i\u00e7in izlenebilecek birka\u00e7 yol vard\u0131r. Bu yollardan birka\u00e7\u0131 \u015fu \u015fekildedir:<\/p>\n\n\n\n<h2><strong>1) E\u011flencenin G\u00fcc\u00fcnden Yararlan\u0131n<\/strong><\/h2>\n\n\n\n<p>\u00c7a\u011fr\u0131 kuyru\u011funda bekleyen m\u00fc\u015fterileri rahats\u0131z eden en b\u00fcy\u00fck etkenlerden biri inaktif bir bekleme s\u00fcrecidir. Bu durum m\u00fc\u015fterilere bo\u015fa zaman harcad\u0131klar\u0131n\u0131 d\u00fc\u015f\u00fcnd\u00fcr\u00fcr ve bekleme s\u00fcresi artt\u0131k\u00e7a bu his daha da g\u00fc\u00e7lenir. M\u00fc\u015fterilerin bekleme s\u0131ras\u0131nda duyduklar\u0131 tek \u015fey b\u00fcy\u00fck bir sessizlik ise beklemek daha da katlan\u0131lmaz bir hal al\u0131r. <\/p>\n\n\n\n<p>Nas\u0131l ki ziyaret\u00e7ilerin s\u0131k\u0131lmamas\u0131 i\u00e7in baz\u0131 ofislerde televizyon, m\u00fczik yay\u0131n\u0131, dergi veya gazeteler bulunuyorsa bunu telefondaki m\u00fc\u015fteriler i\u00e7in de uygulamak m\u00fcmk\u00fcnd\u00fcr. M\u00fc\u015fteri bekleme s\u00fcrelerini iyi bir m\u00fc\u015fteri deneyimine d\u00f6n\u00fc\u015ft\u00fcrebilmek i\u00e7in m\u00fc\u015fterileri aktif tutacak k\u00fc\u00e7\u00fck anketlerden, m\u00fczik yay\u0131nlar\u0131ndan yararlan\u0131labilir. B\u00f6ylelikle m\u00fc\u015fteriler i\u00e7in bekleme s\u00fcreleri daha iyi ve daha katlan\u0131labilir bir hale getirilebilir.<\/p>\n\n\n\n<h2><strong>2) IVR Teknolojilerine G\u00fcvenin<\/strong><\/h2>\n\n\n\n<p>Etkile\u015fimli Sesli Yan\u0131t (IVR), \u00e7a\u011fr\u0131 sahipleri ile otomatik olarak etkile\u015fime giren, bilgilerini alan ve \u00e7a\u011fr\u0131lar\u0131n\u0131 en uygun al\u0131c\u0131ya ula\u015ft\u0131ran otomatik bir telefon sistemidir. \u0130\u015fletmeler i\u00e7in bir\u00e7ok faydas\u0131 bulunan IVR, m\u00fc\u015fterilerin sorular\u0131na verilecek h\u0131zl\u0131 yan\u0131tlar m\u00fc\u015fteri memnuniyetinin olumlu y\u00f6nde etkilenmesini sa\u011flar. IVR sisteminin h\u0131zl\u0131 yan\u0131tlar\u0131 ile m\u00fc\u015fteri bekleme s\u00fcresi azal\u0131r ve kullan\u0131lan s\u00fcre daha verimli hale gelir.<\/p>\n\n\n\n<h3><strong>3) Etkili Bir \u00c7a\u011fr\u0131 Kuyruklama ile Herkesi Memnun Edin<\/strong><\/h3>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/01\/3-ways-customer-waiting-call-1024x682.jpg\" alt=\"m\u00fc\u015fteri bekleme s\u00fcresi\" class=\"wp-image-1074\" width=\"654\" height=\"435\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/01\/3-ways-customer-waiting-call-1024x682.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/01\/3-ways-customer-waiting-call-300x200.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/01\/3-ways-customer-waiting-call-1536x1024.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/01\/3-ways-customer-waiting-call-270x180.jpg 270w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/01\/3-ways-customer-waiting-call-370x245.jpg 370w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/01\/3-ways-customer-waiting-call-300x200@2x.jpg 600w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/01\/3-ways-customer-waiting-call-270x180@2x.jpg 540w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/01\/3-ways-customer-waiting-call-370x245@2x.jpg 740w\" sizes=\"(max-width: 654px) 100vw, 654px\" \/><\/figure><\/div>\n\n\n\n<p>M\u00fc\u015fteri bekleme s\u00fcresini etkileyen en \u00f6nemli maddelerden biri \u00e7a\u011fr\u0131 kuyruklamad\u0131r. \u015eirketler taraf\u0131ndan belirlenen kurallar do\u011frultusunda kuyruklanan \u00e7a\u011fr\u0131lar, m\u00fc\u015fteri beklentilerini kar\u015f\u0131layabilmek i\u00e7in adil olmal\u0131d\u0131r. \u00c7a\u011fr\u0131 kuyruklar\u0131nda \u201cilk giren ilk \u00e7\u0131kar\u201d anlay\u0131\u015f\u0131 en temel kuraldan biridir. Bu do\u011frultuda bekleme s\u00fcresi boyunca m\u00fc\u015fterilere neden s\u0131rada beklemek durumunda olduklar\u0131 bildirilmeli ve \u00e7a\u011fr\u0131 s\u0131ralar\u0131 hat\u0131rlat\u0131lmal\u0131d\u0131r. <\/p>\n\n\n\n<p>Yapaca\u011f\u0131n\u0131z her \u015fey, m\u00fcmk\u00fcn olan en k\u0131sa s\u00fcrede \u00e7a\u011fr\u0131 kuyru\u011fundaki m\u00fc\u015fterilerle ilgilenmek i\u00e7in elinizden gelenin en iyisini yapt\u0131\u011f\u0131n\u0131z alg\u0131s\u0131n\u0131 yaratmakla ilgilidir. Bu s\u00fcre\u00e7 i\u00e7erisinde etkili bir \u00e7a\u011fr\u0131 kuyruklama sistemine sahip oldu\u011funuzdan ve m\u00fc\u015fterilerinizle a\u00e7\u0131k bir ileti\u015fim kurdu\u011funuzdan emin olun.<\/p>\n\n\n\n<h2><strong>Infoset ile Bekleme S\u00fcrelerini \u0130yile\u015ftirin<\/strong><\/h2>\n\n\n\n<p>M\u00fc\u015fteri bekleme s\u00fcrelerini iyile\u015ftirmek, m\u00fc\u015fteri merkezli \u015firketler i\u00e7in olduk\u00e7a \u00f6nemlidir. Kimi zaman iyile\u015ftirme s\u00fcre\u00e7lerinin takibi ve analizleri \u015firketler i\u00e7in zaman ve maliyet kayb\u0131na yol a\u00e7abilir. Bu noktada Infoset, IVR men\u00fcler, \u00e7a\u011fr\u0131 kuyruklama ve esnek \u00e7a\u011fr\u0131 y\u00f6nlendirme ile \u015firketiniz i\u00e7in geli\u015fmi\u015f \u00e7a\u011fr\u0131 merkezi y\u00f6netimi sunarak bekleme s\u00fcrelerini optimum hale getirir. Omni-channel m\u00fc\u015fteri servis sistemi ile t\u00fcm destek ve sat\u0131\u015f kanallar\u0131n\u0131z\u0131 tek bir platform \u00fczerinden y\u00f6netebilir, t\u00fcm s\u00fcre\u00e7lerinizi otomatize edebilirsiniz. M\u00fc\u015fteri deneyiminizi bir sonraki seviyeye ta\u015f\u0131mak ve sat\u0131\u015flar\u0131n\u0131z\u0131 art\u0131rmak i\u00e7in Infoset&#8217;i hemen bug\u00fcn <a href=\"https:\/\/infoset.app\/tr\/\" target=\"_blank\" rel=\"noreferrer noopener\">kullanmaya ba\u015flay\u0131n!<\/a><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/infoset.app\/tr\/signup?utm_source=blog\" target=\"_blank\" rel=\"noopener\"><img width=\"1440\" height=\"520\" src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/09\/blogCta_tr-1.png\" alt=\"\" class=\"wp-image-350\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Bu yaz\u0131m\u0131zda sizlere m\u00fc\u015fteri bekleme s\u00fcresini iyile\u015ftirmenin yollar\u0131ndan bahsedece\u011fiz.<\/p>\n","protected":false},"author":2,"featured_media":1073,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[385],"tags":[536,387,921,483],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00fc\u015fteri Bekleme S\u00fcresini \u0130yile\u015ftirmenin 3 Yolu - Infoset<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri bekleme s\u00fcresi neden \u00f6nemlidir? 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