Kev lag luam e-lag luam rau cov khoom lag luam tau hloov pauv loj heev nyob rau xyoo kaum xyoo dhau los, coj lub zog tshiab rau kev lag luam thev naus laus zis thiab kev lag luam automation. Thaum pib ntawm lub sijhawm digital, kev lag luam e-lag luam tau pom tsuas yog ib qho yooj yim lwm txoj hauv kev, niaj hnub no nws yog lub hauv paus tseem ceeb ntawm cov tswv yim kev lag luam loj hlob. Cov lus nug loj, txawm li cas los xij, dhau mus dhau qhov tsuas yog muab cov kev daws teeb meem hauv online: yuav ua li cas peb tuaj yeem muab cov khoom lag luam uas muaj txiaj ntsig tiag tiag rau cov neeg siv khoom?
Raws li CX Trends 2024 Yearbook, 52% ntawm cov neeg teb xav mus yuav los ntawm cov hom uas muaj kev paub zoo, thaum 27% ib nrab pom zoo. Qhov no txhais tau hais tias ntau tshaj peb-plaub ntawm cov neeg siv khoom muaj txiaj ntsig rau qhov kev paub ntau npaum li cov khoom lag luam, ua rau nws txiav txim siab xaiv qhov twg yuav.
Tsis zoo li ntau cov kev lag luam ib txwm muaj, e-lag luam rau cov khoom lag luam muaj qee yam tshwj xeeb. Peb tab tom cuam tshuam nrog cov khoom siv feem ntau, xws li cov hluav taws xob hluav taws xob, cov khoom siv hluav taws xob, thiab cov kev tswj xyuas hluav taws xob siab heev thiab cov kev daws teeb meem automation. Yog li ntawd, cov platforms no yuav tsum muaj ntau tshaj li kev lag luam yooj yim; lawv yuav tsum muab cov kev yuav khoom tiav, qhov twg cov ntaub ntawv, tus kheej, thiab kev txhawb nqa yog qhov tseem ceeb.
Thaum nws los txog rau cov khoom siv thev naus laus zis, ib qho kev sib tw loj tshaj plaws uas cov neeg siv khoom ntsib yog qhov tsis muaj qhov tsis meej txog cov lus qhia tshwj xeeb. Tsis zoo li cov neeg siv khoom xws li khaub ncaws lossis khoom siv, automation thiab lub zog daws teeb meem yuav tsum muaj kev nkag siab tob dua. Qhov no ua rau kev nkag mus rau cov ntaub ntawv tseem ceeb hauv kev txiav txim siab yuav khoom - yog li, nws yog thawj lub ntsiab lus ntawm daim ntawv teev npe no.
Nws yog ib qho tseem ceeb los muab cov ncauj lus qhia ntxaws ntxaws, phau ntawv qhia kev teeb tsa, thiab cov lus qhia siv ncaj qha rau ntawm nplooj ntawv khoom. Tsis tas li ntawd, cov yeeb yaj kiab qhia thiab webinars yog cov peev txheej tseem ceeb los pab cov neeg siv khoom nkag siab txog cov khoom thiab nws cov kev siv tau zoo. Cov neeg siv khoom yuav tsum muaj kev ntseeg siab txog yam lawv tab tom yuav, nrog rau tag nrho cov ntaub ntawv ntawm lawv lub ntsis ntiv tes.
Lwm qhov tseem ceeb ntawm cov tuam txhab kev hloov pauv digital yog kev koom ua ke tag nrho ntawm cov kev pabcuam raws. Hauv kev lag luam cov khoom lag luam, nws yog qhov tseem ceeb uas cov neeg siv khoom tuaj yeem txav mus los ntawm cov platform sib txawv - lub vev xaib, app, lossis txawm tias xov tooj - yam tsis tau poob qhov txuas ntxiv ntawm lawv txoj kev yuav khoom.
Qhov kev paub no, hu ua omnichannel, ua kom cov neeg siv khoom tau txais kev txhawb nqa txhua qhov chaw lawv nyob. Txawm hais tias nws teb cov lus nug txog kev ua ntej ua tiav kev yuav khoom lossis daws cov teeb meem ntsig txog kev xa khoom, kev pabcuam yuav tsum ua kom zoo thiab ua haujlwm tau zoo thoob plaws txhua qhov kev sib tham.
Ib qho txiaj ntsig zoo ntawm kev lag luam e-lag luam yog lub peev xwm los kho tus kheej txoj kev mus yuav khoom. Cov cuab yeej txawj ntse tso cai rau lub platform los kawm los ntawm cov neeg siv khoom tus cwj pwm thiab muab cov lus pom zoo dua. Hauv kev siv thev naus laus zis thiab automation e-lag luam, qhov no tuaj yeem yog qhov sib txawv loj, vim nws yooj yim rau kev tshawb pom cov khoom ntxiv lossis cov khoom siv tshwj xeeb rau txhua qhov xav tau.
Nws tsim nyog sau cia tias tus kheej tuaj yeem txuas ntxiv mus rau cov ntsiab lus. Xa cov ntawv xov xwm phiaj xwm thiab cov ntawv ceeb toom tus kheej raws li tus neeg siv khoom keeb kwm kev yuav khoom lossis kev sib cuam tshuam tsim kev sib raug zoo, ua rau muaj feem ntawm kev ncaj ncees.
Kev xa khoom yog undoubtedly ib qho ntawm qhov loj tshaj plaws hauv kev txaus siab lossis kev ntxhov siab hauv e-lag luam. Rau cov khoom siv thev naus laus zis, uas feem ntau loj lossis muaj txiaj ntsig zoo, kev ua haujlwm tau zoo thiab txhim khu kev qha ua qhov tseem ceeb dua.
Kev nqis peev hauv kev koom tes nrog cov chaw muab kev pabcuam logistics zoo thiab muab sijhawm xa khoom tiag tiag yog cov kev ntsuas tseem ceeb los ua kom cov neeg siv khoom muaj kev ntseeg siab. Lub platform zoo e-lag luam mus dhau qhov kev yuav khoom; muab kev taug qab lub sijhawm tiag tiag tso cai rau cov neeg siv khoom ua raws txhua kauj ruam ntawm cov txheej txheem, muab kev ruaj ntseg ntau dua.
Ntau lub tuam txhab yuav tsis saib xyuas qhov kev nthuav dav no, tab sis kev txhawb nqa yog qhov tseem ceeb, yog tias tsis yog ntau, tshaj qhov kev yuav khoom nws tus kheej. Cov neeg siv khoom yuav tsum muaj kev ntseeg siab tias thaum lawv xaiv yuav hauv online, lawv yuav tau txais kev txhawb nqa thaum muaj teeb meem lossis lus nug.
Raws li kev lag luam e-lag luam tau txais txiaj ntsig thoob plaws ntau yam kev lag luam, kev xav tau kev txhim kho cov neeg siv khoom loj hlob tuaj. Cov tuam txhab lag luam uas nqis peev hauv lawv cov neeg siv khoom cov kev taug kev digital, muab cov ntaub ntawv meej, kev txhawb nqa kev ua haujlwm zoo, thiab kev thauj mus los yooj yim, yog qhov zoo dua los nyiam cov neeg siv khoom. Thiab, tau kawg, kev pab cuam tom qab muag yog kauj ruam kawg rau kev tsim cov neeg siv khoom loyalty.
