Kev koom ua ke cov kev paub txog digital tau dhau los ua ib qho tseem ceeb ntawm cov tuam txhab nrhiav tsis tau tsuas yog nyiam tab sis kuj khaws cov neeg siv khoom hauv kev lag luam e-lag luam niaj hnub no. Nyob rau hauv ib puag ncig uas cov neeg siv khoom sib cuam tshuam tshwm sim thoob plaws ntau qhov chaw sib tham, muab qhov kev paub zoo thiab sib koom ua ke yog qhov tseem ceeb los ua kom cov neeg siv khoom txaus siab thiab kev ntseeg siab.
Hauv cov ntsiab lus no, cov kev daws teeb meem xws li omnichannel thiab app lag luam ua lub luag haujlwm tseem ceeb, muab kev sib txuas ntau dua mus ncig ua si raws li qhov kev cia siab ntawm cov neeg siv khoom niaj hnub no.
Nws yog ib qho tseem ceeb uas yuav tsum nco ntsoov tias kev sib koom ua ke digital hauv e-lag luam mus dhau qhov yooj yim txuas cov kev muag khoom. Nws yog hais txog kev tsim cov ecosystem uas cov ntaub ntawv thiab kev sib cuam tshuam ntws sib txuas ntawm ntau qhov chaw sib txuas, xws li lub khw muag khoom, lub vev xaib, apps, social media, thiab cov neeg siv khoom. Txoj hauv kev no tso cai rau cov neeg siv khoom kom muaj kev paub zoo ib yam, tsis hais qhov twg thiab yuav ua li cas lawv xaiv los cuam tshuam nrog hom.
Raws li cov ntaub ntawv los ntawm Deloitte , cov neeg siv khoom uas txav mus los ntawm qhov sib txawv ntawm tib lub khw siv 82% ntau dua piv rau cov neeg siv cov kev coj noj coj ua ntau dua nrog tsuas yog ib qho kev sib cuag. Qhov no yog vim qhov kev nkag siab ntawm kev txuas ntxiv thiab kev yooj yim uas qhov kev sib koom ua ke muab, ua rau cov neeg siv khoom muaj kev ntseeg siab nyob rau hauv hom thiab, yog li ntawd, nws cov txiaj ntsig pom.
Tab sis dab tsi yog omnichannel ? Lub tswv yim ntawm omnichannel hais txog kev sib koom ua ke ntawm qhov chaw hauv online thiab offline, tso cai rau cov neeg siv khoom yooj yim txav ntawm kev yuav khoom. Ib qho piv txwv classic yog qhov ua tau ntawm kev yuav khoom hauv online thiab tuaj tos ntawm lub khw muag khoom lub cev (lub npe nrov nyem thiab sau ) lossis txawm xa rov qab cov khoom muag hauv online rau lub khw muag khoom.
Tsis tas li ntawd, ntau lub khw muag khoom kuj tseem txhim kho cov khoom muag pom, ua kom yooj yim rau cov neeg siv khoom kom paub qhov twg los nrhiav qhov lawv xav tau, txawm nyob hauv khw ze lossis ntawm kev xa khoom sai. Qhov no tsis yog tsuas yog ua kom cov neeg siv khoom txaus siab xwb tab sis kuj txo cov nqi khiav lag luam los ntawm kev tiv thaiv cov khoom lag luam thiab ua kom zoo rau kev tswj cov khoom muag.
Cov ntawv thov kev lag luam e-lag luam, tseem hu ua app lag luam , tau dhau los ua cov cuab yeej tseem ceeb rau kev txhim kho cov neeg siv khoom. Nrog cov neeg siv ntau zuj zus nyiam mus yuav khoom ncaj qha los ntawm lawv lub xov tooj ntawm tes, cov apps muab qhov chaw tus kheej, nrawm, thiab nyab xeeb.
Kev sib koom ua ke nrog kev lag luam e-lag luam tso cai rau cov lag luam xa cov ntawv ceeb toom tus kheej, muab kev tshaj tawm tshwj xeeb, thiab muab kev tshawb nrhiav pom raws li tus neeg siv tus cwj pwm. Raws li App Annie, cov neeg siv khoom lag luam ntawm cov apps nyiam siv li 20% ntau dua piv rau cov neeg siv lub vev xaib desktop, qhia txog qhov muaj peev xwm nce nyiaj tau los ntawm kev lag luam app .
Rau kev sib koom ua ke channel kom ua tau zoo, nws yog qhov tseem ceeb rau kev nqis peev hauv cov thev naus laus zis uas ua kom muaj kev sib koom ua ke ntawm cov neeg siv khoom. CRM ( Kev Tswj Xyuas Cov Neeg Siv Khoom ) thiab CDP ( Cov Neeg Siv Khoom Cov Ntaub Ntawv Platform ) cov cuab yeej yog qhov tseem ceeb rau cov txheej txheem, vim tias lawv tso cai rau cov tuam txhab lag luam hauv nruab nrab cov ntaub ntawv thiab muab kev sib txuas lus zoo thiab tus kheej.
Tsis tas li ntawd, kev txheeb xyuas cov ntaub ntawv ua rau nws muaj peev xwm nkag siab zoo dua rau cov neeg siv khoom tus cwj pwm hauv txhua qhov channel, txheeb xyuas cov ntsiab lus sib txhuam thiab cov hauv kev rau kev txhim kho. Piv txwv li, nrog kev pab ntawm Artificial Intelligence (AI) algorithms, nws muaj peev xwm kwv yees lub sijhawm zoo los muab kev txhawb nqa lossis kho cov khoom muag raws li qhov xav tau hauv txhua cheeb tsam.
Raws li kev siv thev naus laus zis txuas ntxiv mus, kev cia siab rau cov neeg siv khoom xav tau kom muaj kev sib haum xeeb thiab tus kheej tsuas yog xav kom loj hlob. Kev nqis peev hauv kev sib koom ua ke digital kev paub yog li dhau los ua qhov tsim nyog rau cov tuam txhab uas xav kom sawv tawm hauv kev lag luam e-lag luam sib tw. Cov hom lag luam uas paub siv cov cuab yeej ntse ntse yuav tau npaj zoo dua los muab cov kev mus ncig ua lag luam uas yoog raws li qhov profile thiab cov kev xav tau ntawm txhua tus neeg siv khoom, kom ntseeg tau tias tsis yog kev muag khoom zoo xwb, tab sis kuj muaj kev sib raug zoo nrog cov neeg siv khoom mus sij hawm ntev.
