{"id":992,"date":"2021-12-28T19:00:00","date_gmt":"2021-12-28T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=992"},"modified":"2021-12-22T11:55:20","modified_gmt":"2021-12-22T08:55:20","slug":"musteri-destegi-takip-edilmesi-gereken-5-metrik","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/musteri-destegi-takip-edilmesi-gereken-5-metrik\/","title":{"rendered":"M\u00fc\u015fteri Deste\u011finde Takip Edilmesi Gereken 5 Metrik\u00a0"},"content":{"rendered":"\n

\u015eirketler, kendileri i\u00e7in olduk\u00e7a \u00f6nemli olan m\u00fc\u015fteri memnuniyetini sa\u011flayabilmek ad\u0131na m\u00fc\u015fterilerine \u00e7e\u015fitli yollarla destek sunar. Sunulan m\u00fc\u015fteri deste\u011finin belirlenen hedeflere ula\u015f\u0131p ula\u015fmad\u0131\u011f\u0131n\u0131n belirlenebilmesi i\u00e7in de baz\u0131 \u00f6l\u00e7eklerin kullan\u0131lmas\u0131 gerekir. <\/p>\n\n\n\n

1) M\u00fc\u015fteri Memnuniyeti<\/strong><\/h2>\n\n\n\n
\"m\u00fc\u015fteri<\/figure><\/div>\n\n\n\n

Customer Satisfaction (CSAT), m\u00fc\u015fteri deste\u011finin m\u00fc\u015fteride yaratt\u0131\u011f\u0131 memnuniyeti \u00f6l\u00e7me amac\u0131yla kullan\u0131lan en pop\u00fcler \u00f6l\u00e7eklerden biridir. Deneyime ba\u011fl\u0131 metriklerden biri oldu\u011fundan al\u0131nan destek sonucunda m\u00fc\u015fterilerin, \u2018Size sa\u011flanan destekten memnuniyetinizi nas\u0131l de\u011ferlendirirsiniz?\u2019 gibi sorular\u0131 1\u2019den 5\u2019e kadar puanlamas\u0131 beklenir. M\u00fc\u015fteri memnuniyeti, bu sorulara 4 veya 5 puan veren m\u00fc\u015fteri say\u0131s\u0131n\u0131n toplam cevap say\u0131s\u0131na oran\u0131 ile hesaplan\u0131r. <\/p>\n\n\n\n

2) Ortalama \u00c7\u00f6z\u00fcm S\u00fcresi<\/strong><\/h2>\n\n\n\n

M\u00fc\u015fterilere etkili bir destek sunulurken kullan\u0131lan ortalama s\u00fcre de \u00f6nemli metrikler aras\u0131ndad\u0131r. T\u00fcketiciler her zaman yard\u0131m taleplerinde k\u0131sa s\u00fcrede yan\u0131t bekledi\u011finden sa\u011flanacak deste\u011fin en k\u0131sa s\u00fcrede ve en etkili \u015fekilde t\u00fcketiciye ula\u015fmas\u0131 gerekir. \u00d6yle ki yap\u0131lan ara\u015ft\u0131rmalarda<\/a> m\u00fc\u015fterilerin %90\u2019\u0131,<\/strong> etkili bir m\u00fc\u015fteri deste\u011fi i\u00e7in 10 dakikadan k\u0131sa bir s\u00fcrede d\u00f6n\u00fc\u015f almay\u0131 beklediklerini belirtiyor. Ortalama \u00e7\u00f6z\u00fcm s\u00fcresi, t\u00fcm destek talebi \u00e7\u00f6z\u00fcm s\u00fcrelerinin toplam\u0131n\u0131n vakas\u0131 say\u0131s\u0131n\u0131n tamam\u0131na b\u00f6l\u00fcnmesiyle bulunur.<\/p>\n\n\n\n

3) M\u00fc\u015fteri Efor Puan\u0131<\/strong><\/h2>\n\n\n\n
\"m\u00fc\u015fteri<\/figure><\/div>\n\n\n\n

Customer Effort Score (CES), T\u00fcrk\u00e7e kar\u015f\u0131l\u0131\u011f\u0131 ile \u2018M\u00fc\u015fteri Efor Puan\u0131\u2019, m\u00fc\u015fterilerin<\/a> \u015firketlerin sundu\u011fu deste\u011fe ula\u015fmak ve sorunlar\u0131na \u00e7\u00f6z\u00fcm bulmak i\u00e7in harcad\u0131\u011f\u0131 eforu \u00f6l\u00e7en bir metriktir. Bu \u00f6l\u00e7e\u011fin ard\u0131ndaki mant\u0131k, m\u00fc\u015fterinin i\u015f yap\u0131lmas\u0131 daha kolay olan markalara daha sad\u0131k olaca\u011f\u0131d\u0131r. T\u00fcm bunlar g\u00f6z \u00f6n\u00fcnde bulunduruldu\u011funda ba\u015far\u0131l\u0131 m\u00fc\u015fteri deste\u011fi vermek isteyen bir \u015firketin M\u00fc\u015fteri Efor Puan\u0131n\u0131n minimum olmas\u0131 beklenir. <\/p>\n\n\n\n

4) M\u00fc\u015fteri Kazanma Oran\u0131<\/strong><\/h2>\n\n\n\n

M\u00fc\u015fteri kazanma oran\u0131, m\u00fc\u015fteri terk oran\u0131n\u0131n tam aksine sa\u011flanan destekten memnun kalan ve marka ile etkile\u015fimine devam eden m\u00fc\u015fterilerin oran\u0131d\u0131r. Etkili bir m\u00fc\u015fteri deste\u011finde bu \u00f6l\u00e7e\u011fin y\u00fcksek de\u011ferler vermesi beklenir. Bu oran hesaplan\u0131rken belirli bir s\u00fcre sonunda toplam m\u00fc\u015fteri say\u0131s\u0131ndan yeni m\u00fc\u015fteri say\u0131s\u0131n\u0131 \u00e7\u0131kar\u0131l\u0131r. Ard\u0131ndan, elde edilen m\u00fc\u015fteri say\u0131s\u0131, o d\u00f6nemin ba\u015f\u0131nda sahip oldu\u011funuz toplam m\u00fc\u015fteri say\u0131s\u0131na b\u00f6l\u00fcn\u00fcr. Sonu\u00e7ta 1\u2019e yak\u0131n bir rakam y\u00fcksek m\u00fc\u015fteri kazanma oran\u0131n\u0131 g\u00f6sterir.<\/p>\n\n\n\n

5) Sosyal Medya Takibi<\/strong><\/h2>\n\n\n\n
\"m\u00fc\u015fteri<\/figure>\n\n\n\n

G\u00fcn\u00fcm\u00fczde t\u00fcketicilerin b\u00fcy\u00fck \u00e7o\u011funlu\u011fu markalara dair \u015fikayetlerini veya be\u011fenilerini sosyal medya platformlar\u0131 \u00fczerinden ifade ediyor. Bu sebeple m\u00fc\u015fteri deste\u011fi \u00f6l\u00e7eklendirilirken yer verilmesi gereken \u00f6nemli metriklerden biri de sosyal medyad\u0131r. Belirli bir zaman aral\u0131\u011f\u0131nda marka bahsetmeleri, olumsuz yorumlar, sosyal medya arac\u0131l\u0131\u011f\u0131yla ileti\u015fime ge\u00e7ilerek destek verilen vaka say\u0131lar\u0131 gibi veriler sosyal medya takibi sayesinde elde edilerek m\u00fc\u015fteri deste\u011finin \u00f6l\u00e7eklendirilmesinde kullan\u0131labilir.<\/p>\n\n\n\n

M\u00fc\u015fteri Deste\u011finin Kolay Adresi: Infoset<\/strong><\/h2>\n\n\n\n

M\u00fc\u015fteri destek sistemlerinin d\u00fczenli takibi, \u00f6l\u00e7eklendirilmesi ve analizi geni\u015f bir b\u00fct\u00e7e ve zaman isteyen i\u015flemlerdir. Infoset ile bu zorlay\u0131c\u0131 i\u015flemleri otomatize ederek zamandan ve maliyetten tasarruf sa\u011flayabilirsiniz. Omnichannel 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’i hemen bug\u00fcn kullanmaya ba\u015flay\u0131n<\/a>!<\/a><\/p>\n\n\n\n

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

Bu yaz\u0131m\u0131zda sizlere m\u00fc\u015fteri deste\u011fini \u00f6l\u00e7\u00fcmlemek i\u00e7in kullan\u0131lan metriklerden bahsedece\u011fiz.<\/p>\n","protected":false},"author":2,"featured_media":986,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[385],"tags":[536,483,891],"yoast_head":"\nM\u00fc\u015fteri Deste\u011finde Takip Edilmesi Gereken 5 Metrik\u00a0 - Infoset<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri deste\u011fi \u00f6l\u00e7\u00fcmlemede kullan\u0131lan metrikler neler? M\u00fc\u015fteri efor puan\u0131 nedir? Ortalama \u00e7\u00f6z\u00fcm s\u00fcresi ne kadar? 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