Clarabridge: Basirar Aiki daga Kowane Abokin Hulɗa

Clarabridge: Basirar Aiki daga Kowane Abokin Hulɗa

Yayin da tsammanin masu amfani don sabis na abokin ciniki ke ƙaruwa, dole ne kamfanoni su ɗauki mataki don tabbatar da ƙwarewar abokin ciniki ta kasance daidai.

90% na Amurkawa suna la'akari da sabis na abokin ciniki lokacin yanke shawara ko yin kasuwanci tare da kamfani.

American Express

Yana iya zama da wahala a isar da wannan maƙasudin saboda ƙimar yawan amsawar da ake samu na iya zama mai yawa, yana haifar da Kwarewar Abokin ciniki (CX) ƙungiyoyi don rasa hangen nesa da abubuwan da ke tattare da kowane hulɗar abokin ciniki. Tare da ƙara mita, ƙungiyoyi a duk masana'antu suna juyawa dandamali na sarrafa gogewar abokin ciniki don nazarin hulɗar abokin ciniki da fallasa bayanan da za su iya sanar da sabunta samfur, haɓaka ƙoƙarin talla da haɓaka amincin abokin ciniki na dogon lokaci.

Gudanar da Experiwarewar Abokin Ciniki

Ƙungiyoyi suna da ban tsoro a cikin ra'ayoyin abokin ciniki - petabytes na bayanai a cikin hanyar kiran wayar da aka yi rikodin da bayanan rubuce -rubuce, bayanan wakili, bita akan layi, haɗin gwiwar zamantakewa, saƙon taɗi, imel da safiyo.

A cikin waɗannan mu'amala da martani, abokan ciniki suna bayyana ra'ayoyi, ji ko matsaloli da suka danganci gogewarsu da samfur, alama ko ƙungiya, gami da niyyarsu ta kaiwa ga gaci. Yawancin waɗannan bayanan ba a amfani da su azaman tushen aiki da fa'idar fa'ida. An adana shi a cikin ɗimbin ɗimbin sauti ko fayilolin rubutu, waɗanda kayan aikin leken asiri na gargajiya waɗanda ba a bincika su cikin sauƙi waɗanda aka tsara don sarrafa bayanan da aka tsara kamar lambobi da jerin abubuwa.

Clarabridge, mai ba da mafita na sarrafa ƙwarewar abokin ciniki (CEM), yana aiki tare da wasu manyan samfuran duniya kamar USAA, Vera Bradley da United, don kawar da hargitsi da rikitarwa na ra'ayoyin abokin ciniki. Ta hanyar AI ɗin sa, Clarabridge yana haɓaka ra'ayoyin abokin ciniki da tattaunawa a cikin madaidaicin cibiya guda ɗaya wanda za a iya bincika ta amfani da mafi kyawun rubutu na Clarabridge da nazarin maganganu tare da hangen nesa da aka rarraba ga masu ruwa da tsaki masu dacewa a duk faɗin ƙungiyar.

Dangane da rahoton Salesforce na Rahoton Abokin Ciniki, 80% na abokan ciniki sun ce ƙwarewar kasuwancin da ke samarwa yana da mahimmanci kamar samfuran sa da aiyukan sa. Tare da wannan a zuciya, ba komai abin da kamfanin ku ke siyarwa ko bayarwa, ƙwarewar abokin ciniki abin tunawa yana shafar duk masana'antu. A saboda wannan dalili, Clarabridge yana aiki tare da bankunan da cibiyoyin kuɗi, masu kula da lafiya da masu ba da inshora, kayan masarufi, siyarwa, kafofin watsa labarai da fasaha, da balaguro da baƙi. Abokan ciniki sun haɗa da SharkNinja, Nationwide, Adobe da Crate & Barrel.

Nazarin Clarabridge: Yin Nazarin Kowane Jumla don Nasarar CX

Don taimakawa sauƙaƙe ƙwarewar abokin ciniki na ƙarshe, abokan cinikin Clarabridge suna da damar samun mafita biyu: Binciken Clarabridge da Clarabridge Engage. Ta hanyar Binciken Clarabridge, kamfanoni na iya wuce aikin sarrafa harshe na halitta (NLP), jin daɗi da rarrabuwa na bayanai don auna ƙoƙari, tausayawa, niyya da tushen tushen bincike ta amfani da ƙa'idodin ƙa'idodi da dabarun koyo da na'ura zuwa AI.

Me yasa wannan yake da mahimmanci? Kamfanoni da yawa na iya samun ragowa da guntun fasaha don yin nazarin wasu bayanan amma ba su da mafita ta kowane fanni a wurin don fahimtar ainihin tunani, nazarin taken, gano jigo, ƙarfin motsin rai ko ƙoƙarin ƙoƙari. Clarabridge yana nazarin duk waɗannan bayanan don ba da cikakkiyar ra'ayi ga abokin ciniki. Clarabridge yana taimaka wa kamfanoni yin hakan ta hanyoyi uku:

  1. Hadedde, omnichannel bincike - Ba da daɗewa ba, abokan ciniki kawai suna da 'yan hanyoyi don isa ga alama. Yanzu, abokan ciniki na iya samun damar samfuran a kowane lokaci. Ko kira ne, imel, hira, safiyo, hulɗar zamantakewa, kimantawa da bita ko dandalin tattaunawa, kamfanoni suna da abubuwa da yawa don waƙa. Ga manyan ƙungiyoyi waɗanda za su iya samun wurare da yawa a duniya, gami da cibiyoyin tuntuba da yawa, samun dama ga kowane hulɗa tare da abokin ciniki ƙalubale ne. Don taimakawa tattara duk bayanan abokin ciniki a wuri guda, Clarabridge yana haɗi tare da ɗaruruwan kafofin, gami da WhatsApp, Twitter, Facebook, rikodin kira, imel da ƙari.
  2. Nazarin rubutu - NLP shine ikon shirin kwamfuta don nazarin maganganun ɗan adam don tantance harshe, gine -ginen nahawu, ƙungiyoyi - kamar sunaye, wurare da tambura - kalmomi da kalmomin da suka danganci harshe a cikin jumla. NLP yana da mahimmanci don fahimtar manyan bayanai yayin da yake ba da tsari ga adadi mai yawa don a iya yin nazarinsa don batutuwa, jigogi, yanayin da sauran tsarin kalmomin a tsakanin miliyoyin mu'amala. Clarabridge yana ɗaukar nazarin bayanan mataki daya ta hanyar haɗa fahimtar harshe na halitta (NLU). NLU tana neman fahimta da samun ma'ana daga yaren ɗan adam. Hanyoyin NLU suna bincika kalmomi, jumloli da mahallin don kimanta batutuwa, jin daɗi, motsin rai, ƙoƙari da sauran halayen magana. NLU shine ƙarfin motsawa bayan nazarin rubutu. Ta hanyar NLU, kamfanoni suna samun kyakkyawar fahimtar abin da abokan ciniki ke magana akai, haɗa jigogi tare don bincike mai sauƙi, wanda ke haifar da yanke shawara cikin sauri don mafi kyawun ƙwarewar abokin ciniki.
  3. personalization - Komai sashen, Clarabridge yana sauƙaƙa ƙungiyoyi don ƙirƙirar dashboards na musamman, yana jan bayanan da sassan ke buƙata zuwa wuri ɗaya don samun sauƙi da saurin fahimta. Ta hanyar samun dashboard na musamman, sassan da ke cikin kamfanin za su iya raba fahimta kuma su mayar da su aiki. Wannan yana da mahimmanci yayin da abokan ciniki ke tsammanin ganin canje -canje da aka yi da sauri -ba cikin kwanaki biyun ko watanni ba.

Clarabridge Shiga: Haɗuwa da Abokan Ciniki Inda Suke

Yayin da ƙarin tashoshin dijital ke fitowa, abokan ciniki suna tsammanin sadarwa ta lokaci-lokaci tare da kamfanoni. Wannan ya fi sauki fiye da aikatawa. Kula da tattaunawa da yawa, a fadin dandamali da yawa kuma wani lokacin wakilai da yawa, yana da wahala.

Ta hanyar Clarabridge Shiga, kamfanoni na iya haɗawa da abokan ciniki inda suke kuma samar da ingantattun gogewar abokin ciniki da haɗin kai ta hanyar dandalin tattaunawa ta tsakiya. Dandalin yana kwararar tattaunawa daga nau'ikan tashoshi iri -iri na kan layi da kuma hanyoyin sadarwar da ba su dace ba gami da Facebook, Twitter, Instagram, WhatsApp, SMS, WeChat, imel, kimantawa da bita, dandalin kan layi, shafukan yanar gizo da ƙari, yana bawa kamfanoni damar tattaunawa da sauƙi, amsawa, da shigar abokan ciniki cikin tashoshin da abokan ciniki ke amfani da su. Tsarin dandamali na tsakiya yana nufin ƙungiyoyin sabis na iya duba duk saƙonnin da ke shigowa, samun damar tarihin tattaunawa don mahallin da haɗa haɗin tattaunawa a cikin tashoshi. Ana yiwa taɗi alama ta atomatik tare da bayani game da taken, ƙoƙari, motsin rai, da ƙari. Clarabridge yana taimaka wa kamfanoni suyi hulɗa tare da abokan ciniki ta hanyoyi daban -daban guda uku:

  1. Amsa madaidaiciyar amsa tare da akwatin saƙo mai haɗawa - Tare da samun dama ga tashoshi daban -daban, yana yiwuwa abokin ciniki zai iya tuntuɓar ƙungiya akan dandamali sama da ɗaya. Wannan yana haifar da ƙalubale ga ƙungiyoyi don bin diddigin buƙatun daban -daban da tattaunawa daga abokin ciniki. Samun akwatin saƙo mai haɗin gwiwa yana ba wa ƙungiyar tallafin abokin ciniki damar ganin tattaunawar da ta gabata don samun kyakkyawar fahimtar buƙatun abokin ciniki. Wannan kuma yana taimakawa guji ƙara tayar da hankalin abokin ciniki wanda wataƙila ya rigaya ya raba damuwarsu da wani wakili. Bugu da ƙari, ƙungiyoyi za a iya shirya su ta hanyar samun amsoshin gwangwani, samfuran jagororin bugawa da tsare-tsaren rikicin da ke ba su damar tsara abubuwan gaggawa.
  2. Cikakken saka idanu na SLA -Yarjejeniyar matakin sabis (SLA) suna nan don tabbatar da inganci, samuwa da nauyi. Koyaya, saka idanu na SLA na iya zama da wahala idan akwai wakilai da yawa da ke da hannu, wanda galibi haka lamarin yake. Don haɓaka ma'aunin kulawa na abokin ciniki, kamar matsakaicin lokacin riƙewa (AHT) a kowane akwati, ƙimar lamba ta farko (FCR) da matsakaicin saurin amsa, ƙungiyoyi dole ne su sami damar yin amfani da duk bayanai a wuri guda kuma suna da cikakkiyar fahimtar tsawon lokacin da abokin ciniki ke da shi. an jira. Alamar Watchdog ta Clarabridge tana sanar da ƙungiyoyi tsawon lokacin da abokin ciniki ya jira amsa don kada wakilai su rasa lokacin amsa SLAs.
  3. Alamar atomatik da juyawa don lokutan amsa sauri - Sau da yawa wakilai suna birgima da ƙananan ayyuka waɗanda ke ɗaukar lokaci daga taimakon ƙarin abokan ciniki. Ofaya daga cikin waɗannan ayyukan shine yiwa batutuwa alama da hannu a cikin tattaunawa don taimakawa wakilai gano mahimman jigogi. Ta hanyar ƙarfin AI, ƙungiyoyi ba za su sake yin alama da hannu ba. Clarabridge Engage yana gano batutuwan tattaunawar zamantakewa ta atomatik kuma hanyoyi suna ambaton wakilin da ya dace, a daidai lokacin. A yin haka, wakilai za su iya fahimtar buƙatun abokin ciniki cikin sauri kuma su amsa da sauri ko kai shi ga mafi kyawun wakili don gudanar da shari'ar.

Abubuwan da ake tsammanin game da ƙwarewar abokin ciniki za su ci gaba da ƙaruwa. Maimakon ci gaba da yanke madaidaiciyar mafita tare, kamfanoni yakamata su nemo mafita ɗaya don biyan bukatun su.

Nemi Clarabridge Demo

Me kuke tunani?

Wannan shafin yana amfani da Akismet don rage spam. Koyi yadda aka sarrafa bayanan bayaninka.