{"id":56,"date":"2019-10-21T00:00:00","date_gmt":"2019-10-20T21:00:00","guid":{"rendered":"http:\/\/localhost:8080\/?p=56"},"modified":"2021-09-12T17:44:55","modified_gmt":"2021-09-12T14:44:55","slug":"cagri-merkezi-musteri-deneyimini-iyilestirmenin-3-yolu","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/cagri-merkezi-musteri-deneyimini-iyilestirmenin-3-yolu\/","title":{"rendered":"\u00c7a\u011fr\u0131 Merkezi M\u00fc\u015fteri Deneyimini \u0130yile\u015ftirmenin 3 Yolu"},"content":{"rendered":"

M\u00fc\u015fteri deneyimi (CX) i\u015finizin her ad\u0131m\u0131nda d\u00fc\u015f\u00fcnmeniz gereken ba\u015fl\u0131ca \u015feylerden biridir. Her ad\u0131mda rakiplerinizin \u00f6n\u00fcnde kalmak istiyorsan\u0131z, m\u00fc\u015fterilerinize ola\u011fan\u00fcst\u00fc bir deneyim sunmak zorundas\u0131n\u0131z. Temkingroup’un yapt\u0131\u011f\u0131 bir ara\u015ft\u0131rmaya g\u00f6re y\u0131lda 1 milyar dolar kazanan i\u015fletmeler, m\u00fc\u015fteri deneyimine yat\u0131r\u0131m yapt\u0131ktan sonraki 3 y\u0131l i\u00e7inde ek bir 700 milyon dolar<\/a> kazanmay\u0131 bekleyebilirler.<\/p>\n

\u00c7a\u011fr\u0131 merkezi de dahil olmak \u00fczere t\u00fcm temas noktalar\u0131nda \u00fcst\u00fcn m\u00fc\u015fteri deneyimi sa\u011flamak zorundas\u0131n\u0131z. M\u00fc\u015fterilerinize destek verme \u015fekliniz, ba\u015far\u0131n\u0131n temel ta\u015flar\u0131ndan biridir<\/strong>. ABD’deki t\u00fcketicilerin %44’\u00fc<\/a>, bir m\u00fc\u015fteri hizmetleri kanal\u0131 olarak telefonu tercih ediyor.<\/p>\n

M\u00fc\u015fterileriniz sizi bir \u00fcr\u00fcn hakk\u0131nda bilgi edinmek veya bir \u015fikayet i\u00e7in arad\u0131klar\u0131nda ola\u011fan\u00fcst\u00fc bir deneyim sa\u011flamal\u0131s\u0131n\u0131z. \u00d6fkeli bir m\u00fc\u015fteriyi elde tutabilir ve ola\u011fan\u00fcst\u00fc bir m\u00fc\u015fteri deneyimi ile yeni bir potansiyel m\u00fc\u015fteri getirebilirsiniz.<\/p>\n

Microsoft taraf\u0131ndan bir \u00e7al\u0131\u015fma<\/a>, t\u00fcketicilerin %97’sinin<\/strong> m\u00fc\u015fteri hizmetlerinin sat\u0131n alma kararlar\u0131n\u0131 etkiledi\u011fini s\u00f6yledi\u011fini tespit etti. \u0130yi hizmet g\u00f6ren m\u00fc\u015fteriler, markan\u0131za sad\u0131k kal\u0131yor.<\/p>\n

Peki, bulut \u00e7a\u011fr\u0131 merkezinizin m\u00fc\u015fteri deneyimini nas\u0131l art\u0131rabilirsiniz? M\u00fc\u015fterilerin sizi arad\u0131klar\u0131nda \u00fcst\u00fcn deneyim almalar\u0131n\u0131 sa\u011flamak i\u00e7in hangi teknikleri kullanabilirsiniz?<\/p>\n

\u0130\u015fte \u00e7a\u011fr\u0131 merkezi m\u00fc\u015fteri deneyimini geli\u015ftirmenin en iyi yollar\u0131<\/strong>.<\/p>\n

1. Bekleme S\u00fcresini Azalt\u0131n<\/h2>\n

Bir sorununuzu \u00e7\u00f6zmek i\u00e7in bir \u015firketi arad\u0131\u011f\u0131n\u0131zda IVR men\u00fclerinin sonu gelmedi\u011finde nas\u0131l hissediyorsunuz? Veya, 10-15 dakika beklemeniz gerekti\u011finde?<\/p>\n

Do\u011fal olarak siniriniz bozuluyor.<\/p>\n

Ve bu durum bulut \u00e7a\u011fr\u0131 merkezinin itibar\u0131n\u0131 mahvediyor.<\/p>\n

Bulut \u00e7a\u011fr\u0131 merkezi m\u00fc\u015fteri deneyiminizi geli\u015ftirmekle ilgileniyorsan\u0131z ortalama bekleme s\u00fcresinin azalt\u0131lmas\u0131 birinci \u00f6nceli\u011finiz olmal\u0131d\u0131r. Aspect’in d\u00fczenledi\u011fi bir ankete<\/a> g\u00f6re telefon en sinir bozucu<\/em> m\u00fc\u015fteri hizmetleri kanal\u0131. \u0130nsanlar markalarla ileti\u015fim kurmak i\u00e7in telefonu tercih etmiyorlar \u00e7\u00fcnk\u00fc bunun genellikle bir zaman kayb\u0131 ve sinir bozucu bir deneyim oldu\u011funu d\u00fc\u015f\u00fcn\u00fcyorlar.<\/p>\n

M\u00fc\u015fteriler, her insan gibi, bekletilmekten ho\u015flanmaz. Velaro taraf\u0131ndan yap\u0131lan bir ara\u015ft\u0131rma<\/a>, m\u00fc\u015fterilerin %60’\u0131n\u0131n<\/strong> bir dakikadan daha fazla bir zamandan fazla beklemeye istekli olmad\u0131\u011f\u0131n\u0131 buldu. M\u00fc\u015fterilerin %32’sinden fazlas\u0131<\/strong> markalar\u0131n aramalar\u0131 herhangi bir bekletme s\u00fcresi olmadan an\u0131nda yan\u0131tlamas\u0131n\u0131 istiyor.<\/p>\n

\"\"<\/p>\n

M\u00fc\u015fterilere daha iyi bir deneyim sunmak i\u00e7in yapman\u0131z gereken ilk \u015fey, bekletme s\u00fcresini azaltmakt\u0131r. \u0130\u015fte izleyebilece\u011finiz birka\u00e7 yol:<\/p>\n

    \n
  1. E\u011fer m\u00fcmk\u00fcnse operat\u00f6r say\u0131n\u0131z\u0131 artt\u0131r\u0131n.<\/li>\n
  2. Temsilcilerinize geni\u015f bir yetkilendirme sa\u011flay\u0131n; b\u00f6ylece \u00e7a\u011fr\u0131lar\u0131 y\u00f6neticilerine aktarmak zorunda kalmadan sisteme eri\u015febilsinler ve kararlar\u0131 kendileri alabilsinler.<\/li>\n
  3. \u00c7a\u011fr\u0131 transferi ve bekleme s\u00fcresiyle ilgili genel prosed\u00fcrler olu\u015fturun.<\/li>\n
  4. Operat\u00f6rlerin hemen her t\u00fcrl\u00fc bilgiye kolayca eri\u015febilmeleri i\u00e7in bir yard\u0131m merkezi olu\u015fturun.<\/li>\n
  5. \u00c7a\u011fr\u0131 kuyruklar\u0131n\u0131 ve y\u00f6nlendirmelerini inceleyin, optimize edin.<\/li>\n
  6. Operat\u00f6rlerinizi e\u011fitin.<\/li>\n<\/ol>\n

    2. M\u00fc\u015fteri Yolculu\u011fu A\u015famas\u0131n\u0131 Tan\u0131mlay\u0131n<\/h2>\n

    T\u00fcm m\u00fc\u015fterilere hi\u00e7bir ki\u015fiselle\u015ftirme olmadan ve sat\u0131\u015f\/destek huninizdeki mevcut a\u015famalar\u0131n\u0131 g\u00f6z \u00f6n\u00fcnde bulundurmadan e\u015fit bir bi\u00e7imde davranmak m\u00fc\u015fteri deneyimini k\u00f6t\u00fc etkiler. Bir \u00e7a\u011fr\u0131 bulut \u00e7a\u011fr\u0131 merkezinize ula\u015ft\u0131\u011f\u0131nda, operat\u00f6r\u00fcn\u00fcz m\u00fc\u015fteri hakk\u0131ndaki t\u00fcm bilgilere<\/strong> an\u0131nda ula\u015fabilmelidir.<\/p>\n

    CRM’inizi \u00e7a\u011fr\u0131 merkezinize entegre etmelisiniz. Operat\u00f6rlerinizin arayan\u0131n bilgilerine kolayca ula\u015fmas\u0131n\u0131n ve sat\u0131\u015f\/destek hunisindeki a\u015famas\u0131n\u0131 tan\u0131mlamas\u0131n\u0131n tek ve en kolay yolu budur. Operat\u00f6r; arayan\u0131n kim oldu\u011funu, hangi a\u015famada oldu\u011funu, daha \u00f6nce ka\u00e7 kez arad\u0131\u011f\u0131n\u0131, \u00f6nceki sorular\u0131n\u0131, hangi e-postalar\u0131 ald\u0131\u011f\u0131n\u0131 vb. bilir ve bu entegrasyon m\u00fc\u015fteri deneyimini \u00f6nemli \u00f6l\u00e7\u00fcde geli\u015ftirmenizi sa\u011flar.<\/p>\n

    CRM’den gelen veriler ki\u015fiselle\u015ftirme<\/a> konusunda yard\u0131mc\u0131 olur ve m\u00fc\u015fteri deneyimini geli\u015ftirir.<\/p>\n

    \"\"<\/p>\n

    Bu ayr\u0131ca potansiyel m\u00fc\u015fterileri ve sat\u0131\u015flar\u0131 artt\u0131rmada, m\u00fc\u015fteriyi elde tutmada, tekrar sipari\u015fleri artt\u0131rmada ve geliri artt\u0131rmada da yard\u0131mc\u0131 olur. \u00d6rne\u011fin, operat\u00f6r\u00fcn\u00fcz arayan ki\u015finin bir lead oldu\u011funu biliyorsa bu ki\u015fiyi m\u00fc\u015fteriye d\u00f6n\u00fc\u015ft\u00fcrmek amac\u0131yla konu\u015fabilir. Ya da arayan ki\u015fi sizden daha \u00f6nce bir \u00fcr\u00fcn sat\u0131n alm\u0131\u015f ise, operat\u00f6r\u00fcn\u00fcz bu durumu g\u00f6z \u00f6n\u00fcnde bulundurabilir ve ba\u015fka bir yakla\u015f\u0131m sergileyebilir.<\/p>\n

    \u0130statistikler, m\u00fc\u015fterilerin %60<\/a> k\u00f6t\u00fc m\u00fc\u015fteri hizmetleri<\/strong> nedeniyle ayr\u0131ld\u0131\u011f\u0131n\u0131 g\u00f6stermektedir. CRM’i m\u00fc\u015fteri deste\u011fi ile entegre etmek do\u011fal olarak kalitenizi art\u0131rman\u0131za yard\u0131mc\u0131 olacak ve m\u00fc\u015fteri deneyimini \u00f6nemli \u00f6l\u00e7\u00fcde art\u0131racakt\u0131r.<\/p>\n

    3. S\u00fcreci Basitle\u015ftirin<\/h2>\n

    M\u00fc\u015fterilerinizin bir \u00e7a\u011fr\u0131 merkezi temsilcisiyle konu\u015fmalar\u0131 ne kadar kolay? Birden fazla IVR’dan, \u00e7a\u011fr\u0131 transferinden ve kuyruktan ge\u00e7mek zorundalar m\u0131?<\/p>\n

    S\u00fcrecin basit olmas\u0131 gerekiyor. Engelleri kald\u0131r\u0131n ve s\u00fcrt\u00fcnmeyi azalt\u0131n. Bir m\u00fc\u015fteri sizi arad\u0131\u011f\u0131nda konu\u015fmak i\u00e7in ger\u00e7ek birini ister, bir IVR’\u0131 dinlemek istemez. Bu zaten bir \u00e7a\u011fr\u0131 merkezine sahip olman\u0131n esas noktas\u0131 de\u011fil midir?<\/p>\n

    Yapman\u0131z gereken ilk \u015fey engelleri kald\u0131rmak ve m\u00fc\u015fterilerin operat\u00f6rle en k\u0131sa s\u00fcrede konu\u015fmas\u0131n\u0131 sa\u011flamak. Bu s\u00fcreyi uzatmak deneyimlerini mahvedecektir.<\/p>\n

    Karma\u015f\u0131k veya belirsiz herhangi bir \u015fey m\u00fc\u015fteri deneyimini olumsuz y\u00f6nde etkileyece\u011finden<\/a> ba\u015ftan sona t\u00fcm s\u00fcre\u00e7 basitle\u015ftirilmelidir.<\/p>\n

    Sadelik, m\u00fc\u015fteri deneyiminde en \u00f6nemli fakt\u00f6rlerden biridir. Ara\u015ft\u0131rma<\/a> t\u00fcketicilerin %64’\u00fcn\u00fcn<\/strong> basit deneyim i\u00e7in daha fazla \u00f6deyece\u011fini ve %61’inin<\/strong> basit kullan\u0131m\u0131 nedeniyle bir markay\u0131 tavsiye edece\u011fini g\u00f6stermektedir.<\/p>\n

    \u00c7a\u011fr\u0131 merkezinizi basitle\u015ftirmenize yard\u0131mc\u0131 olacak en iyi birka\u00e7 uygulamay\u0131 \u015f\u00f6yle s\u0131ralayabiliriz:<\/p>\n

      \n
    1. \u00c7a\u011fr\u0131y\u0131 en k\u0131sa s\u00fcrede operat\u00f6re ba\u011flay\u0131n. T\u00fcm engelleri kald\u0131r\u0131n.<\/li>\n
    2. Operat\u00f6rlerinizi mutlu tutun. Mutlu operat\u00f6rler mutlu m\u00fc\u015fteriler anlam\u0131na gelir.<\/li>\n
    3. Geri arama servisi sunun.<\/li>\n
    4. M\u00fc\u015fterilere her \u015feyi s\u00f6zl\u00fc olarak anlatmak yerine e-posta ve k\u0131sa mesaj yoluyla talimatlar g\u00f6nderin.<\/li>\n
    5. M\u00fc\u015fteri sorunlar\u0131n\u0131 ilk g\u00f6r\u00fc\u015fmede \u00e7\u00f6z\u00fcn.<\/li>\n
    6. M\u00fc\u015fterileri dikkatle dinlemek i\u00e7in operat\u00f6rlerinizi e\u011fitin. M\u00fc\u015fterileriniz sorunlar\u0131n\u0131 tekrar tekrar a\u00e7\u0131klamak zorunda kalmamal\u0131lar.<\/li>\n<\/ol>\n

      Sonu\u00e7<\/h2>\n

      Bu \u00fc\u00e7 tekni\u011fi bir kerede uygulamak masrafl\u0131 ve uzun bir s\u00fcre\u00e7 olabilir. Temel bilgiler ve kolay \u015feyler ile ba\u015flayal\u0131m. Genel prosed\u00fcrler, \u00e7a\u011fr\u0131 merkezi temsilcileri i\u00e7in \u015firket i\u00e7i e\u011fitim programlar\u0131 olu\u015fturabilir, ve Infoset gibi entegre CRM’li g\u00fc\u00e7l\u00fc ve kullan\u0131m\u0131 kolay bir bulut \u00e7a\u011fr\u0131 merkezi<\/a> kullanabilirsiniz.<\/p>\n

      Sonu\u00e7lar\u0131 g\u00f6rmeye ba\u015flad\u0131\u011f\u0131n\u0131zda, yeni temsilcilerin i\u015fe al\u0131nmas\u0131, temsilci yetkilendirmeleri, temsilciler ve m\u00fc\u015fteriler i\u00e7in yard\u0131m merkezinin geli\u015ftirilmesi vb. gibi daha karma\u015f\u0131k olan di\u011fer de\u011fi\u015fiklikleri uygulayabilirsiniz. G\u00fcn\u00fcn sonunda, m\u00fc\u015fteri deneyimine yat\u0131r\u0131m yapmak sizi hayal k\u0131r\u0131kl\u0131\u011f\u0131na u\u011fratmayacakt\u0131r.<\/p>\n

      M\u00fc\u015fteri deneyimini iyile\u015ftirme s\u00fcrekli bir s\u00fcre\u00e7tir, asla bitmemelidir. Yapman\u0131z gereken, m\u00fc\u015fterinin t\u00fcm \u00e7a\u011fr\u0131 merkezi a\u015famalar\u0131nda deneyimini izlemek ve optimize etmek.<\/p>\n

      M\u00fc\u015fteri deneyimini \u00f6l\u00e7menin kolay bir yolu \u00e7a\u011fr\u0131 sonunda onlardan geri bildirim talep etmek. M\u00fc\u015fteri geri bildirimi, m\u00fc\u015fteri deneyimi stratejilerinin tan\u0131mlanmas\u0131nda \u00f6nemli bir rol oynar. M\u00fc\u015fterilerinizin sizden ne istedi\u011fini size s\u00f6yler. Infoset ile t\u00fcm bu s\u00fcre\u00e7lerinizi otomatize edebilir ve kolayca y\u00f6netebilirsiniz.<\/p>\n

      <\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

      M\u00fc\u015fterilerinizi elinizde tutman\u0131za, sat\u0131\u015flar\u0131n\u0131z\u0131 ve gelirinizi art\u0131rman\u0131za yard\u0131mc\u0131 olacak \u00e7a\u011fr\u0131 merkezi m\u00fc\u015fteri deneyiminizi geli\u015ftirmenin 3 etkili yolunu sizinle payla\u015f\u0131yoruz.<\/p>\n","protected":false},"author":1,"featured_media":316,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[35],"tags":[536,539,483,459,549],"yoast_head":"\n\u00c7a\u011fr\u0131 Merkezi M\u00fc\u015fteri Deneyimini \u0130yile\u015ftirmenin 3 Yolu - Infoset<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fterilerinizi elinizde tutman\u0131za ve sat\u0131\u015flar\u0131n\u0131z\u0131 art\u0131rman\u0131za yard\u0131mc\u0131 olacak 3 etkili y\u00f6ntemi sizinle payla\u015f\u0131yoruz.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/infoset.app\/blog\/tr\/cagri-merkezi-musteri-deneyimini-iyilestirmenin-3-yolu\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u00c7a\u011fr\u0131 Merkezi M\u00fc\u015fteri Deneyimini \u0130yile\u015ftirmenin 3 Yolu - 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