Clarabridge: Anoshanda Anonzwisisa kubva kune Ese Vatengi Kubatana

Clarabridge: Anoshanda Anonzwisisa kubva kune Ese Vatengi Kubatana

Sezvo zvinotarisirwa nevatengi zvekuwedzera kwevatengi, makambani anofanirwa kutora matanho kuona kuti ruzivo rwevatengi ruchiramba rwuchienderana.

90% yevaAmerica vanofunga nezvesevhisi pavanosarudza kuita bhizinesi nekambani.

American Express

Zvinogona kuve zvakaoma kuburitsa pane ichi chinangwa sezvo huwandu hwakawanda hwemhinduro huripo hunogona kukurisa, zvichikonzera Ruzivo rweVatengi (CX) zvikwata zvekutadza kuona izvo zvinonzwisisika uye zvazvinoreva zvine chekuita nekubatana kwevatengi. Nekuwedzera kwehuwandu, masangano kumabhizimisi ari kutendeukira vatengi ruzivo manejimendi mapuratifomu kuongorora kudyidzana kwevatengi uye kufumura ruzivo runogona kuzivisa zvigadzirwa, kugadzirisa kushambadzira uye kukurudzira kuvimbika kwenguva refu kwevatengi.

Mutengi Wezviitiko Management

Masangano azere nemhinduro dzevatengi-petabytes yedata muchimiro chemafoni akanyorwa uye zvinyorwa, zvinyorwa zvemumiririri, ongororo pamhepo, kushamwaridzana, kutaurirana mameseji, maemail uye ongororo.

Mukati meiyi kudyidzana nemhinduro, vatengi vanotaura mazano, manzwiro kana matambudziko ane hukama neruzivo rwavo nechigadzirwa, mucherechedzo kana sangano, pamwe nezvinangwa zvavo zvekusvika kunze. Mazhinji e data iri akashandiswa sosi yekushandisa uye kukwikwidza njere. Iyo yakachengetwa mumahombe makuru eodhiyo kana zvinyorwa zvinyorwa, izvo zvisiri nyore kuongororwa neyakajairwa bhizinesi maturusi maturusi akagadzirirwa kubata data rakarongeka senge nhamba uye zvinyorwa.

Clarabridge, mupi wevatengi vane ruzivo manejimendi manejimendi (CEM) mhinduro, anoshanda nemamwe emhando yepamusoro yepasirese seUSAA, Vera Bradley neUnited, kubvisa nyonganiso nekuoma kwemhinduro dzevatengi. Kubudikidza neAI yayo, Clarabridge inosimbisa mhinduro dzevatengi uye nhaurirano kuita hubhu imwe chete inogona kuongororwa ichishandisa Clarabridge's yepamusoro-mukirasi mameseji uye analytics yekutaura ine ruzivo rwakakodzera nguva rwunopihwa kune vane chekuita nesangano.

Zvinoenderana neSalesforce's State yeiyo Yakabatana Mutengi kadhi, 80% yevatengi vanotaura chiitiko mabhizinesi anopa akakosha sezvakangoita zvigadzirwa nemasevhisi. Uine izvi mupfungwa, hazvina basa kuti kambani yako inotengesa kana kupa, chiitiko chisingakanganwiki chevatengi chinokanganisa maindasitiri ese. Nechikonzero ichi, Clarabridge inoshanda nemabhengi uye emari masangano, vatano uye vanopa inishuwarenzi, zvinhu zvevatengi, zvekutengesa, midhiya uye tekinoroji, uye kufamba uye kugamuchira vaeni. Vatengi vanosanganisira SharkNinja, Nyika yese, Adobe uye Crate & Barrel.

Clarabridge Analytics: Kuongorora Mutsara Wese weCX Kubudirira

Kubatsira kufambisa ruzivo rwekupedzisira rwevatengi, vatengi veClarabridge vanokwanisa kuwana mhinduro mbiri: Clarabridge Analytics uye Clarabridge Engage. Kuburikidza Clarabridge Analytics, makambani anokwanisa kupfuura kudarika mutauro wechisikigo (NLP), manzwiro uye kupatsanura dhata kuyera kuyedza, manzwiro, chinangwa uye kukonzeresa kukonzeresa vachishandisa mirau-yakavakirwa uye nzira dzekudzidza dzemuchina kuAI.

Sei izvi zvichikosha? Makambani mazhinji anogona kunge aine zvidimbu uye zvidimbu zveetekinoroji kuti aongorore imwe yeiyi data asi ivo vasina-ese anosanganisira mhinduro munzvimbo yekunyatsonzwisisa manzwiro, ongororo yemusoro wenyaya, kuona dingindira, kusimba kwemanzwiro kana zvibodzwa zvekuedza. Clarabridge anoongorora ruzivo rwese urwu kuti ape maonero akazara emutengi. Clarabridge inobatsira makambani kuita izvi munzira nhatu:

  1. Yakabatanidzwa, omnichannel ongororo - Kwete kare kare, vatengi vaingova nenzira shomashoma dzekusvika pakuziva. Iye zvino, vatengi vanogona kuwana mabhureki chero nguva. Kunyangwe iri mafoni, maemail, machats, ongororo, kudyidzana munharaunda, ratings uye ongororo kana maforamu, makambani ane zvakawanda zvekutevera. Kune makuru masangano anogona kuve nenzvimbo dzakawanda pasirese, kusanganisira dzakawanda nzvimbo dzekubata, kuwana mukana wekudyidzana kwese nemutengi kunonetsa. Kubatsira kuunganidza zvese zvevatengi mhinduro munzvimbo imwechete, Clarabridge inosangana nemazana enzvimbo, kusanganisira WhatsApp, Twitter, Facebook, kufona zvinyorwa, maemail uye nezvimwe.
  2. Chinyorwa analytics - NLP iko kugona kwechirongwa chemakomputa kuongorora mutauro wevanhu kuti uone mutauro, zvivakwa zvegirama, zvimiro-zvakaita semazita, nzvimbo nemavara- mazwi akakosha uye mazwi ane hukama nemitauro mukati memutsara. NLP yakakosha pakunzwisisa dhata hombe sezvo ichipa chimiro kune akawanda mameseji kuitira kuti igone kuongororwazve pamusoro wenyaya, madingindira, mafambiro uye mamwe maratidziro emazwi pamamirioni ekubatana. Clarabridge inotora kuongorora data nhanho imwe zvakare nekuisanganisira echisikirwo mutauro mutauro (NLU). NLU inotsvaga kunzwisisa uye kuwana zvinoreva kubva mumutauro wevanhu. Matekinoroji eNLU anoongorora mazwi, zvirevo uye mamiriro kuti aongorore misoro, manzwiro, manzwiro, kushanda nesimba uye humwe hunhu hwekutaura. NLU ndiyo inotyaira kumashure kwesystem analytics. Kuburikidza neNLU, makambani anowana nzwisiso iri nani yezviri kutaurwa nevatengi, vachibatanidza madingindira pamwechete kuti zviongororwe zviri nyore, zvichitungamira kukurumidza kuita sarudzo kuti uwane ruzivo rwakakwana rwevatengi.
  3. Personalization - Zvisinei nedhipatimendi, Clarabridge inoita kuti zvive nyore kuti zvikwata zvigadzire zvakasarudzika madhibhodhi, kudhonza iyo ruzivo rwekuti madhipatimendi anoda munzvimbo imwechete yekuwana nyore uye nekukurumidza kunzwisisa. Nekuve neyako yakasarudzika dashibhodhi, madhipatimendi kukambani anogona kugovana zviono nekuvashandura kuita chiito. Izvi zvakakosha sezvo vatengi vachitarisira kuona shanduko dzichiitwa nekukurumidza-kwete mumazuva mashoma kana mwedzi.

Clarabridge Engage: Kusangana Vatengi Kwavari Kwavari

Sezvo dzimwe nzira dzemadhijitari dzinobuda, vatengi vanotarisira chaiyo-nguva kutaurirana nemakambani. Izvi zviri nyore kutaura pane kuzviita. Kuchengeta nhaurwa dzekutaurirana kwakawanda, pamapuratifomu akawanda uye dzimwe nguva akawanda vamiririri, zvakaoma.

Through Clarabridge Bata, makambani anokwanisa kubatana nevatengi kwavari uye nekupa zvakakwirira zvevatengi zviitiko uye kuita kuburikidza nepakati hurukuro hurukuro. Ipuratifomu inoyerera hurukuro kubva kwakasiyana siyana epamhepo inowirirana uye asynchronous nzira dzekutaurirana dzinosanganisira Facebook, Twitter, Instagram, WhatsApp, SMS, WeChat, email, ratings uye ongororo, maforamu epamhepo, mablog uye zvimwe, zvichibvumira makambani kutaurirana zviri nyore, kupindura, uye kuita vatengi mumatanho vatengi vanoshandisa chaizvo. Ipuratifomu yepakati inoreva zvikwata zvebasa zvinogona kuona ese mameseji anouya, nhoroondo yekuwana yekutaurirana yezvinyorwa uye kusanganisa nhaurirano mumigwagwa. Nhaurirano dzinoiswa otomatiki neruzivo nezve musoro wenyaya, kuyedza, manzwiro, nezvimwe. Clarabridge inobatsira makambani kuita zvirinani nevatengi munzira nhatu dzakasiyana:

  1. Yakareruka mhinduro nemubatanidzwa inbox - Nekuwana nzira dzakawanda dzakasiyana, zvinokwanisika kuti mutengi anogona kubata sangano pane anopfuura papuratifomu. Izvi zvinoumba chinetso kumasangano kuteedzera zvakasiyana zvikumbiro uye nhaurwa kubva kumutengi. Kuva neinbox inbox inobvumira vatengi kutsigira zvikwata kuti vaone zviri nyore nhaurirano dzakapfuura kuti vawane kunzwisisa kuri nani kwechikumbiro chemutengi. Izvi zvakare zvinobatsira kudzivirira kuwedzera kushungurudza mutengi angave akatogovana kukanganiswa kwavo nemumwe mumiririri. Pamusoro pezvo, zvikwata zvinogona kugadzirirwa nekuve nemhinduro dzakatenhwa kare, matemplate ekuburitswa kwenongedzo uye zvirongwa zvedambudziko zvinovatendera kuti varonge nezve emergency dzinotarisirwa.
  2. Pedzisa SLA kuongorora - Sevhisi-chikamu zvibvumirano (SLA) ari munzvimbo yekuona mhando, kuwanikwa uye mabasa. Zvisinei, kutarisa kweSLA kunogona kuoma kana kune vakawanda vamiririri vanobatanidzwa, izvo zvinowanzoitika. Kuti uvandudze matriki ekuchengetwa kwevatengi, senge yepakati yekubata nguva (AHT) pachiitiko chimwe chete, chiyero chekutanga chekubata (FCR) uye avhareji kumhanya kwemhinduro, zvikwata zvinofanirwa kuwana ruzivo rwese munzvimbo imwechete uye zvinzwisise zvakajeka kuti mutengi ane nguva yakareba sei ndanga ndakamirira. Clarabridge's Watchdog ficha inozivisa zvikwata kuti mutengi akamirira mhinduro kwenguva yakareba sei kuti reps isarasikirwe nemhinduro yavo nguva yeSLAs.
  3. Otomatiki kumaka uye nzira yekukurumidza mhinduro nguva - MaAgents anowanzo kuvezwa nemabasa epasi anotora nguva kubva pakubatsira vamwe vatengi. Rimwe remabasa aya nderekuisa mameseji mumawoko mukukurukurirana kubatsira vamiririri kuona madingindira akakosha. Kubudikidza nesimba reAI, zvikwata hazvichafanirwa kutema nemaoko. Clarabridge Engage inoratidza otomatiki misoro yekutaurirana kwemagariro uye nzira dzinotaurwa kumumiriri chaiye, panguva yakakodzera. Mukuita kudaro, vamiririri vanogona kukurumidza kunzwisisa zvinodiwa nevatengi uye nekukurumidza kupindura kana kuiendesa kune yakanakisa mumiriri kubata nyaya.

Izvo zvinotarisirwa zvakapoteredza ruzivo rwevatengi zvicharamba zvichikwira. Panzvimbo pekuenderera mberi nekugadzirisa zviyero pamwe chete, makambani anofanirwa kutsvaga mhinduro imwe yakabatana kuzadzikisa zvido zvavo.

Kumbira Demo reClarabridge

Unofungei?

Nzvimbo iyi inoshandisa Akismet kuderedza spam. Dzidza kuti sei deta yako inoshandiswa.