Inkunga-Yirango Yumukiriya Kumunzani: Igitabo gikinisha cyibikorwa byubucuruzi bugezweho

Moteri itagaragara yo gukura mubucuruzi bugezweho

Tekereza uri ikigo cyihuta cyane. Mumaze kubona umukiriya mukuru ukeneye sisitemu yubucuruzi yuzuye yuzuye kubakozi babo 500. Bakunda ibiranga urubuga rwawe, ariko bafite icyifuzo kimwe kitaganirwaho: imikoranire imwe imwe igomba kumva ko ituruka mumakipe yabo. Umuyoboro winjira, biro ifasha, itumanaho rya imeri, ndetse nijwi kuri terefone - byose bigomba gutwara ibiranga ibiranga, ntabwo ari ibyawe. Uku nukuri kwizina rya label ryumukiriya ku gipimo, kandi rihinduka itandukaniro rikomeye mumarushanwa ya B2B. Ku bigo, abatanga SaaS, hamwe n’abacuruzi, kumenya iyi disipuline ntabwo ari serivisi yongeyeho; nubushobozi bwibanze bushobora gukingura amasezerano yumushinga, guteza imbere ubudahemuka bwabakiriya, no gushiraho uburyo bwinjira bwinjira bwunguka kandi buteganijwe.

Ikibazo kirakomera nubunini. Gukemura inkunga kumurongo umwe wera-label umukiriya arashobora gucungwa. Kubikemura kuri mirongo, buriwese ufite umurongo ngenderwaho wihariye wo kuranga, ibishushanyo mbonera, hamwe nabakoresha, bisaba inzira nkana, itunganijwe. Ibigo byatsindiye muri uyu mwanya bifata ibikorwa byunganira ibirango byera ntabwo ari ikigo cyigiciro, ahubwo nkumutungo wingenzi. Bubaka sisitemu nini yemeza ko ibirango bihoraho, bigakomeza kugenzura ubuziranenge bukomeye, hamwe nogukoresha tekinoroji kugirango batange uburambe bwihariye. Iki gitabo cyo gukinisha kizakunyura mu ngamba n’ibikoresho nyabyo bikenewe kugira ngo uhindure inkunga yawe ya label yera uhereye ku mutwe wa logistique uhinduka moteri ikomeye yo gukura.

Icyitegererezo gisobanutse cyerekana ibyifuzo byabakiriya bawe kandi gitanga igishushanyo mbonera cyikipe yawe yimbere. Icyemezo cya mbere kizenguruka kurwego rwo kuranga no gukorana. Uzatanga uburambe bwuzuye-bwera aho izina ryisosiyete yawe idahari rwose? Cyangwa ni uburyo bumwe, aho ikirango cyawe nikigaragara cyabakiriya, birakwiriye? Ibirango byera byuzuye birasabwa kenshi kubigo bigurisha igisubizo cyuzuye mubirango byabo bwite, mugihe gufatanya-kumenyekanisha bishobora guhuza abatanga urubuga nka Mewayz ikoranabuhanga rikoresha serivise yubucuruzi.

Ibikurikira, ugomba gushyiraho amasezerano yo murwego rwa serivisi (SLAs) afatika kandi yuzuye. Aya ntabwo ari amasezerano gusa; ni ibipimo abakiriya bawe bazagenzura imikorere yawe. SLAs isanzwe ikubiyemo igihe cyo gusubiza bwa mbere (urugero, munsi yamasaha 2 kumatike yambere), igihe cyo gukemura (urugero, amasaha 24 kubibazo bisanzwe), hamwe ningwate yigihe cyo kurubuga ubwacyo (urugero, 99.9%). Icy'ingenzi, aba SLAs bagomba gutekwa mumasezerano yumukiriya wawe kuva mbere. Kugerageza kubashyiraho nyuma yukuri nigisubizo cyamakimbirane. Icyitegererezo gisobanuwe neza gikora nk'umuzamu, ukemeza ko uko wongeyeho abakiriya benshi, ireme rya serivisi ntiritesha agaciro. Kugerageza gucunga neza ibirango byera kubakiriya benshi binyuze muri inbox imwe, rusange ya Gmail cyangwa urwego rwibanze rufasha ni inzira yihuse yo guteza akaduruvayo no kwibeshya. Ikoranabuhanga ryukuri ntirishobora kuganirwaho. Ibikoresho nka Zendesk, Freshdesk, cyangwa Ubufasha bwabaskuti bigufasha gucunga ibibazo byose byabakiriya uhereye kumwanya umwe mugihe wemeza ko itumanaho risohoka - imeri yose, inyandiko-mvugo y'ibiganiro-ihita ipfunyika mubirango byabakiriya. Ibi birimo ikirangantego, igishushanyo cyamabara, hamwe namazina yabakozi (urugero, "Ikipe Yunganira kuri [Izina ryisosiyete yabakiriya]"). Uku kwikora ni urufunguzo rwo gupima udatanze ubunyangamugayo.

Guhuza ubumenyi bwawe shingiro

Byuzuye, byera-byanditseho ubumenyi shingiro numurongo wawe wambere wo kwirwanaho. Muguha abakiriya isomero rishobora gushakishwa ryingingo, inyigisho, hamwe nibibazo byihariye byo gukoresha urubuga rwawe, uhinduranya umubare munini wamatike yoroshye, asubiramo. Kurubuga nka Mewayz, ibi birashobora kuba bikubiyemo ingingo zivuga ngo "Uburyo bwo Gutunganya Umushahara Wikipe Yawe" cyangwa "Gukora Raporo Yisesengura ya Customer." Iyo ubumenyi bwibanze buhujwe hamwe nu biro bifasha, abakozi barashobora gutanga byihuse ingingo zingirakamaro, guhindagura amatike no guha imbaraga abakoresha ba nyuma kwikorera.

Imeri imwe yoherejwe hamwe nikirangantego cyawe aho kuba iyabo irashobora gusenya kwibeshya kwa serivise idafite gahunda, murugo no kwangiza ikizere cyabakiriya. Kugumana ubudahwema ahantu hose ukoraho ni disipuline isaba ishyirahamwe ryitondewe.

Kurema Ikarita yo kugenzura ibicuruzwa kuri buri mukiriya. Ibi bigomba kuba ububiko bwibanze bwa digitale - disiki isangiwe cyangwa ububiko bwabigenewe mubikoresho byawe byo gucunga umushinga - bikubiyemo umutungo wose wemewe: dosiye yikirango (PNG, SVG), kode yamabara ya hex, inyandikorugero ya imeri, hamwe nubuyobozi bwijwi. Kurugero, umukiriya umwe ashobora kwifuza imvugo isanzwe, isosiyete, mugihe undi ahitamo uburyo busanzwe, bwinshuti. Kora iki kigo isoko yukuri yukuri kubitsinda ryanyu rishyigikiye, kandi ushyire mubikorwa protocole itajenjetse kugirango ikomeze kugezwaho.

Koresha sisitemu yicyitegererezo muri software igufasha. Mbere yo kwandika no kubanziriza ibisubizo kubibazo bisanzwe, kwemeza ko ari rusange bihagije kugirango bikoreshwe ariko byoroshye guhindurwa. Sisitemu igomba guhita ikurura ibintu byukuri biranga abakiriya, bityo abakozi bakeneye gusa kwibanda kubintu byihariye bikemura ibibazo. Ibi bigabanya amakosa yabantu kandi byihutisha ibihe byo gusubiza.

Abakozi n'amahugurwa kubidukikije byinshi-abakiriya

Abakozi bawe bagufasha ni isura yibirango byabakiriya bawe. Kubaha akazi no kubahugura neza nibyingenzi. Shakisha abantu badafite ubuhanga gusa mubuhanga ariko kandi bafite urwego rwo hejuru rwimpuhwe, guhuza n'imihindagurikire, no kwitondera amakuru arambuye. Bagomba kuba bashoboye guhuza-guhinduranya hagati yabakiriya batandukanye umunsi wose.

Amahugurwa agomba kuba inzira ikomeza. Shyira mu bikorwa gahunda yo guhugura ibyiciro byinshi:

• Ubuhanga bwa platform: Abakozi bagomba kuba bafite ubumenyi bwurwego rwinzobere kubicuruzwa byawe byibanze (urugero, modul 207 zose za Mewayz).
nuburyo bwo gukemura ibibazo.

Reba imiterere yingoboka itunganijwe kugirango tunoze imikorere. Icyiciro cya 1 abakozi bakemura ibibazo bisanzwe bakoresheje ubumenyi shingiro hamwe na templates. Ibibazo byinshi bya tekinike byongerewe ubumenyi mubyiciro 2 cyangwa icyiciro cya 3. Ibi byemeza ko ibikoresho byinzobere bikoreshwa neza kandi mugihe cyo gukemura ibibazo bigoye bigabanywa. Hano haribikorwa bisanzwe kugirango itsinda ryanyu rikurikire kuri buri tike yingoboka yinjira.

1. Intumwa isuzuma byihuse ikibazo cyihutirwa kandi gikomeye.
Sisitemu ihita yinjiza ibirango byabakiriya. Bimaze gukemuka, imeri ikurikirana yoherejwe kugirango yizere kunyurwa.
2. Kuvugurura ishingiro ryubumenyi: Niba ikibazo cyari gishya cyangwa igisubizo gishobora kuba ingirakamaro kubandi, umukozi (cyangwa umuyobozi ushinzwe ubumenyi wabigenewe) akora cyangwa akavugurura ingingo ijyanye nubumenyi bwabakiriya.

batanga umusanzu mubikorwa byubumenyi bwabakiriya, bahindura itike yose mumitungo ishobora guteshuka kubibazo bizaza.

Gukoresha Analytics yo Gukomeza Gutezimbere

Ntushobora kunoza ibyo udapima. Igipimo cyera cyera-ikirango gikora ku makuru. Porogaramu ifasha desktop igomba gutanga isesengura rirambuye kuri buri mukiriya. Ibipimo by'ingenzi byo gukurikirana birimo:

• Amatike ya Tike yerekana: Menya imitwe n'ibishushanyo. Kwiyongera gutunguranye kumatike yerekeye module yihariye ya Mewayz irashobora kwerekana ikosa cyangwa igikenewe kugirango uburezi bwiza bwabakoresha.
• Guhora ubura intego ni ibendera ry'umutuku ukeneye abakozi benshi cyangwa inzira nziza.
Ibi nibisubizo bitaziguye kumiterere ya serivise uhereye kumukoresha wa nyuma.
• Ibyiciro rusange by'iperereza: Ni ibihe bibazo bikunze kugaragara? Aya makuru ni ntagereranywa mugutezimbere ibicuruzwa byawe, inyandiko, hamwe nuburyo bwo kugenda.

Sangira raporo zahinduwe nabakiriya bawe buri gihe. Uku gukorera mu mucyo kwerekana agaciro ka serivisi yawe kandi irashobora gutangiza ibiganiro bitanga umusaruro kuburyo bwo kunoza uburambe muri rusange kubakoresha. Izi tekinoroji ntizikiri ejo hazaza; ni ibikoresho bifatika kuri uyumunsi. Ikiganiro kuri portal yumukiriya kirashobora gusubiza ibibazo bisanzwe nka "Nigute nsubiramo ijambo ryibanga?" cyangwa "Nakura he module y'inyemezabuguzi?" ako kanya, kubohora abakozi babantu kubibazo bikomeye. Byongeye kandi, AI irashobora gufasha abakozi mugutanga ibitekerezo byingirakamaro byubumenyi cyangwa no gutegura inyandikorugero zisubiza zishingiye kubiri mu itike, bityo bikagabanya igihe cyo gukora no kunoza ubudahwema.

Automation irashobora koroshya ibikorwa byihishe inyuma. Kurugero, urashobora gushyiraho amategeko kugirango uhite ugenera amatike ukurikije ijambo ryibanze cyangwa ibibazo byo kwishyuza inzira kubakozi kabuhariwe. Intego ni ugukuraho imirimo yintoki, isubiramo, kwemerera itsinda ryanyu kwibanda mugutanga agaciro keza, inkunga yimpuhwe ishimangira ibirango byabakiriya bawe.

Guhindura Inkunga mubufatanye bufatika

Mugukora ibikorwa remezo bidasubirwaho, gutsimbataza umuco wo guhana ibirango, no gukoresha uburyo bushingiye kumibare, urema igikorwa gikura neza hamwe nubucuruzi bwawe. Ubu bushobozi butuma ibigo hamwe nabatanga urubuga bakurikirana bizeye abakiriya benshi, basabwa cyane, bafite umutekano mubumenyi ko bashobora gutanga uburambe bwubufasha butagira inenge. Igihe kizaza ni icy'ubucuruzi budashobora gutanga ikoranabuhanga ryiza gusa ahubwo bukanayizinga muri serivisi idasanzwe, yihariye yiyumvamo kavukire y'abakiriya babo. Mugihe ufata ibirango byera nkibikoresho byingenzi byingenzi, uhitamo ibikorwa byawe nkumucuruzi, ariko nkumufatanyabikorwa wingenzi mubitsinzi byabakiriya bawe.

Ibibazo bikunze kubazwa

Ni irihe tandukaniro riri hagati yikirango cyera ninkunga ifatanije?

Inkunga yera-label yihishe rwose ikirango cya serivise, bigatuma igaragara nkaho inkunga iva mubigo byabakiriya. Inkunga ihuriweho hamwe igaragaramo ibirango nibiranga uwabitanze hamwe nabakiriya.

Ni ubuhe butumwa bukomeye SLAs yo gushyigikira ibirango byera?

Amasezerano akomeye ya Serivisi ni Igihe Cyambere cyo Gusubiza (burigihe wemera itike), Igihe cyo gukemura (igihe bifata kugirango ikibazo gikemuke), hamwe na Platform Uptime. Ibi bigomba gusobanurwa neza mumasezerano yabakiriya.

Nigute nshobora kwemeza ko itsinda ryanjye rishyigikiye rigumana amajwi atandukanye?

Shiraho ikigo gishinzwe kugenzura ibicuruzwa bikomatanyije kuri buri mukiriya ufite umutungo wemewe nubuyobozi bwijwi. Koresha sisitemu yubufasha bwa sisitemu ihita ikoresha ibimenyetso byerekana ibimenyetso byerekana itumanaho risohoka kugirango ugabanye amakosa.

Ese ubumenyi shingiro burakenewe mugushigikirwa cyera-label inkunga?

Rwose. Ubumenyi bwera bwanditseho ubumenyi nibyingenzi muguhindura amatike yoroshye, asubiramo, guha imbaraga abakoresha ba nyuma kwikorera, no kugabanya umutwaro kubakozi bawe bagufasha, nibyingenzi mugupima neza.

Nigute nshobora gukoresha data kugirango ntezimbere serivisi yanjye yo gushyigikira ibirango byera?

Kurikirana ibipimo by'ingenzi nk'ubunini bw'itike, ibihe byo gusubiza, n'amanota yo guhaza abakiriya. Gisesengura aya makuru kugirango umenye imigendekere, ahantu hagaragara kugirango utezimbere ibicuruzwa byawe cyangwa inzira zawe, kandi utange ubushishozi bwagaciro kubakiriya bawe.

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