Muri ecosystem ya B2B yikoranabuhanga, isiganwa ryo gutandukana rirenze ibicuruzwa. Mubihe aho urubuga rwa SaaS rwinshi rutanga ibintu bisa, serivise yabakiriya imaze kumenyekana nkimwe mumitungo nyamukuru yo kugumana no kuba indahemuka.
Nk’uko Zendesk CX Trends 2024 ibivuga, 81% by'abaguzi bavuga ko bwa serivisi nziza kubakiriya bwongera amahirwe yo kugura inshuro nyinshi. Urugero, isosiyete yo muri Berezile GestãoClick, yerekanye iyi nzira hamwe nibisubizo biri hejuru yikigereranyo cyinganda.
Hamwe na 94% CSAT (Amanota yo Guhaza Abakiriya) - igipimo gipima kunyurwa kwabakiriya nyuma yimikoranire cyangwa icyiciro cyurugendo - GestãoClick yerekana uburyo gushyira umukiriya mukigo bishobora kubyara inyungu nyazo zo guhatanira. Uyu mubare urenze byoroshye impuzandengo yinganda, iri hagati ya 75% na 85% kubisosiyete ikora software-nku-serivisi, nkurikije ibipimo ngenderwaho biva kuri HubSpot na CX Network.
Lucas Tomyo Oliveira Mitsuichi, umuyobozi wa serivisi y'abakiriya muri GestãoClick abisobanura agira ati: "CSAT irenze igipimo gusa. Iratwereka, mu gihe nyacyo, igikwiye guhinduka n'aho tugera.
Kuva muri serivisi ikora kugeza kuburambe.
Mugihe ERPs nyinshi zikurikiza logique yuburyo bunoze bwa tekiniki, impinduka zicecekeye zirimo gukorwa: serivisi zabakiriya, zisanzwe zifatwa nkakarere gashyigikirwa, zirimo gutegurwa kugirango zongere kwagura ingamba zo kwamamaza no gutanga agaciro.
Mubikorwa bya serivise zabakiriya bakuze, nka GestãoClick's, inzira itangirana numuyoboro uhuriweho (kuganira, WhatsApp, terefone, na imeri) kandi bikubiyemo umuco wimikorere wimpuhwe no gukemura vuba. Ibipimo nkibiri munsi yikigereranyo cya AWT (Impuzandengo yo Gutegereza Igihe), amahugurwa mubuhanga bworoshye, hamwe nubugenzuzi burigihe burangiza ishusho.
Mitsuichi agira ati: "Umukiriya arashaka umuvuduko, yego, ariko kandi barashaka kumvikana. Mu murenge wacu, ibyo bifite agaciro kuruta amagambo yose y'iki gihe."
Umuco n'ikoranabuhanga: ubumwe bushoboka
Inyuma yinyuma, igikorwa kigaragaza guhuza ibintu: usibye inzira nikoranabuhanga, hibandwa cyane kumuco. Amahugurwa ahoraho, ubumenyi bugezweho, hamwe na gahunda yo kumenyekanisha imbere byemeza ko uburambe bwabakiriya, mubyukuri, burambye.
Mubihe biri imbere, isosiyete ishora ishoramari muri Artificial Intelligence hamwe nogukoresha ubwenge kugirango yemere amakipe kwibanda kubikorwa byinshi kandi bidakorwa neza muri serivisi zabakiriya. Kwishyira ukizana gushingiye kumibare ikoreshwa nabyo biteganijwe ko byongera imbaraga.
Guhazwa nkumushoferi wo kugumana no gukura.
Mu rwego rwa SaaS, aho uburyo bwo kwinjiza buterwa no kwishyura inshuro nyinshi, abakiriya banyuzwe bagumaho igihe kirekire, bakabyara make, ndetse bakanamenyekanisha ibikorwa byamamaza. CSAT, murubwo buryo, ireka kuba gusa ibimenyetso byerekana amayeri kandi ihinduka umushoferi witerambere.
Uyu muyobozi asoza agira ati: "Ubudahemuka bw'abakiriya uyu munsi butangirana n'ikiganiro cya mbere kandi bugashimangirwa muri serivisi nyuma yo kugurisha. Abirengagiza ibyo bahomba buri munsi."
