Riba:
- Ƙarfin daidaitawa iri ɗaya mafita ga imel, taɗi kai tsaye da tashoshi na kafofin watsa labarun
- Ikon tsara ɗakin karatu na sake amfani da macro (amsa).
- Ikon samar da tashar tashar, tsayi da bambance-bambancen tsari daga amsawar tushe guda ɗaya
Abokin ciniki na zamani ba ya magana da ku a wuri ɗaya. Irin wannan tambayar "yadda ake dawowa" ta fito ne daga imel wata rana, taɗi kai tsaye a rana mai zuwa, sharhin Instagram a karshen mako, wani lokacin kuma bitar kantin tauraro ɗaya. Kowane tashar yana da nasa dokoki: imel na iya zama tsayi kuma na yau da kullun; tattaunawar ya kamata ta kasance gajere da sauri; Tunda kafofin watsa labarun a bude suke ga kowa da kowa, ya kamata ya kasance duka a takaice kuma suna da hankali. Manna rubutu iri ɗaya a ko'ina yana lalata gwaninta.
Hakanan akwai abin da ake kira macros: shirye-shiryen amsawa, samfuran amsawa da za a sake amfani da su ga tambayoyin gama gari (wanda ake kira "macro" ko "amsar da aka ajiye" a cikin software na tallafi kamar Zendesk, Freshdesk, Intercom). Kyakkyawan ɗakin karatu na macro koyaushe yana magance har zuwa kashi 70% na maimaita tambayoyin ƙungiyar. Hankali na wucin gadi (AI) yana yin abubuwa biyu a nan: daidaitawa guda "amsar amsa" guda ɗaya zuwa tashoshi daban-daban da kuma samar da ma'auni, macros masu sake amfani da su. A cikin wannan naúrar, za mu kafa tashoshi mai saurin amsawa, tsarin mayar da martani.
Lura: Macros suna adana lokaci, amma idan aka aika makaho, amsar da ba ta dace ba tana zuwa ga abokin ciniki mara kyau. Ya kamata a yi amfani da kowane macro don tabbatar da ya dace da ainihin tambayar abokin ciniki kafin a aika.
Halin Tashoshi
tashar
tsayi
sautin
kulawa ta musamman
Imel
matsakaici-tsawo
m-zafi
Taken batu, sa hannu, cikakken bayani a cikin saƙo ɗaya
hira kai tsaye
gajere, tsaga
Abokai, sauri
Yanayin magana, mataki ɗaya, saƙo ɗaya
Kafofin watsa labarun (jama'a)
gajere kuma
m, mai hankali
Suna; matsar da dalla-dalla zuwa saƙon sirri (DM)
Bayanan waya/taƙaice
abu da abu
tsaka tsaki
Tsara don yin rikodi
Waɗannan bambance-bambancen ba kayan kwalliya ba ne: liƙa dogayen imel a cikin hira zai sa abokin ciniki ya jira; Neman bayanan sirri akan kafofin watsa labarun cin zarafi ne na jama'a.
Mataki-mataki: Tashoshi da yawa daga Tushe ɗaya
- Buga amsawar tushe. Rubuta cikakkiyar kuma daidaitaccen maganin matsalar sau ɗaya, ba tare da la'akari da tashar ba.
- Zaɓi tashar. Wace tasha kuke daidaita shi?
- Daidaita tsayi da sautin. Gajarta da raba don tattaunawa; Cika kuma ƙara sa hannu don imel.
- Aiwatar da tace sirri. Matsar da bayanan sirri/asusu zuwa saƙon sirri a tashar jama'a.
- Alama masu canji. Juya shi zuwa macro tare da masu riƙe wuri kamar {{name}}, {{order_no}}.
- Ƙara shi zuwa ɗakin karatu. Sunan macro da aka amince da shi kuma sanya shi samuwa ga ƙungiyar.
Abubuwan Kwafi
Babban faɗakarwa wanda ke daidaita tushen guda ɗaya zuwa tashoshi uku:
Daidaita amsawar tushen mai zuwa zuwa tashoshi uku ba tare da canza ma'ana da bayanin lamba ba:1) EMAIL: taken taken + buɗewa mai ladabi + cikakken bayani + sa hannu. Tsawon Matsakaici.2) LIVE CHAT: Rarraba cikin saƙon rubutu 2-3, a saurin tattaunawa, mataki ɗaya a lokaci guda.3) SOCIAL MEDIA (jama'a): jimloli 2 ko ƙasa da haka, ladabi; Kada ku nemi cikakkun bayanan asusu, ku ce "muna rubuto muku a sirri don cikakkun bayanai". Amsa tushen: {{source_reply }}
Ƙaddamarwa wanda ke samar da macro mai canzawa, mai sake amfani da shi:
Rubuta macro mai goyan baya da za a sake amfani da shi don batu mai zuwa. Sanya kowane wuri keɓantacce ga mutum/oda {{ m }} mai riƙe wuri (misali {{name}}, {{order_number}}, {{ date}}). A ƙarshen macro, ƙara ɗan gajeren jerin abubuwan da ake buƙatar cika masu canji a ciki. Maudu'i: {{ ko. sanarwar jinkirin jigilar kaya }} Sautin: dumi, mai sauƙi, mai daidaita mafita.
Samar da cewa duba ko macro ya dace da wannan abokin ciniki:
A ƙasa akwai macro gwangwani da saƙon abokin ciniki. Shin da gaske macro ya dace da wannan sakon? Idan ya dace, a ce "dace". Idan ba haka ba, gaya mani a cikin jumla ɗaya a lokacin da bai dace ba kuma ku ba macro wanda ya dace da wannan yanayin.Macro: {{ macro }} Saƙon abokin ciniki: {{saƙon}}
Gajerun martani mai ban sha'awa ga kafofin watsa labarun:
Amsa ga ra'ayin jama'a. Dokoki: matsakaicin jimloli 2, kar ku kasance mai tsaro, kar ku sami gardama, kar ku nemi bayanan sirri/asusu. Da yardar rai karɓi alhakin kuma matsar da tattaunawar zuwa saƙon sirri. Sharhi: {{ sharhi }}
Rauni Mai Sauƙi / Ƙarfi Mai ƙarfi
rashin tsari
Hanya mai ƙarfi
Manna rubutu iri ɗaya a kowace tasha
Keɓance tushe guda ɗaya ta tashar
Neman bayanan asusun akan kafofin watsa labarun
Matsar da cikakken bayani zuwa saƙon sirri
Rubuta kowace amsa daga karce
Amfani da madaidaicin ɗakin karatu na macro
Aika macro a makance
Duba dacewa da macro don saƙon
Bambanci yana da wayo "sake tattarawa" daya daidai bayani: bayanin ya kasance iri ɗaya, gabatarwa ya dace da tashar.
Mini Cases guda uku
Case 1 - Imel yana rufe tattaunawar. Wakili ya liƙa rubutun imel ɗin gwangwani (sakin layi 5, sa hannu) a cikin taɗi kai tsaye. Abokin ciniki ya ce, "Bana son karanta wannan rubutu mai yawa, kawai gaya mani a takaice." Lokacin da aka raba iri ɗaya abun ciki zuwa gajerun saƙonni 3 tare da saurin daidaitawa ta tashar, matsakaicin lokacin hira ya ragu sosai kuma abokin ciniki ya rubuta, "A bayyane yake."
Case 2 - Kuskuren sirrin jama'a. Wani alama ya amsa a cikin sharhin Instagram: "Rubuta lambar odar ku da lambar wayar ku a nan, mu gani." Wannan bayanin ya zama bayyane ga kowa. A cikin sabon kwararar ta hanyar yin amfani da hanzari mai jin dadi, amsa ita ce "Mun yi hakuri da ku kuna fuskantar wannan, muna rubuta muku a sirri don mu warware shi"; An warware matsalar a cikin DM kafin a bayyana bayanan sirri.
Case 3 - Ƙarfin ɗakin karatu na macro. Ƙungiya mai goyan baya ta ƙirƙiri macros masu canzawa don tambayoyin 12 da aka fi yawan yi. Macro na jinkirin jigilar kayayyaki ya ƙunshi {{name}}, {{order_number}}, da {{new_date}}. Wakilai sun rage lokacin mayar da martani sosai kan waɗannan batutuwa 12; Bugu da ƙari, ma'auni na ƙwarewar abokin ciniki ya karu saboda dukan ƙungiyar suna ba da cikakkun bayanai iri ɗaya a cikin sautin da ya dace.
Tukwici: Rike ɗakin karatu na macro "mai rai". Lokacin da manufar ta canza (misali lokacin dawowa ya rage zuwa kwanaki 14), yi amfani da jerin tushe guda ɗaya don sabunta duk macro da ke ɗauke da wannan bayanin. Ƙunƙwasa, macros da ba a sabunta su ba suna ɗaukar tsofaffin bayanai ga abokin ciniki akai-akai.
Ma'auni na Daidaituwa da Keɓancewa
Hadarin tare da macros shine aikin mutum-mutumi: idan kowane abokin ciniki ya karɓi jimlar hannun jari iri ɗaya, ƙwarewar ta zama mara nauyi. Magani shine a yi amfani da macro a matsayin "kwarangwal" da keɓance filayen masu canzawa da buɗe jumla ga abokin ciniki. AI na iya ɗaukar macro da aka shirya kuma ya ƙara jumla ko biyu dangane da takamaiman yanayin abokin ciniki; don haka, ana kiyaye saurin gudu da zafin jiki duka.
Hankali: Tabbatar cewa bayanin lamba da na sharadi (lokacin dawowa, adadin, ban da) bai lalace ba yayin daidaita tashar. Umarnin "gaggatacce" wani lokaci yana haifar da ƙirar don jefa yanayi mai mahimmanci (misali "wanda ba a buga"). Tabbatar cewa waɗannan sharuɗɗan har yanzu suna cikin gajeriyar sigar.
Lokacin Amsa da Tsammanin Tasha
Tashoshi sun bambanta ba kawai a sauti da tsayi ba amma har ma a cikin tsammanin saurin gudu. A cikin hira ta kai tsaye, abokin ciniki yana tsammanin amsa a cikin daƙiƙa; Ana karɓar sa'o'i kaɗan akan imel; A kan kafofin watsa labarun, tun da yake budewa ga kowa da kowa, jinkiri kai tsaye yana shafar suna. Sabili da haka, lokacin da ake kafa ɗakin karatu na macro, kuma ayyana macro na "farko na farko" a kowane tashoshi: taƙaitaccen tabbaci wanda ke cewa "Mun karɓi saƙon ku, muna kallonsa yanzu" ba tare da kiyaye abokin ciniki yana jira ba. Wannan ƙaramin saƙo yana kawar da jin daɗin abokin ciniki na "ba a saurare shi" kuma yana hana wani yanki mai mahimmanci na ƙimar binciken mara kyau, koda ƙudurin ya ɗan jinkirta.
Wani muhimmin batu shine sauyawa tashoshi. Abokin ciniki na iya farawa akan kafofin watsa labarun, matsawa zuwa saƙon sirri, sannan zuwa imel. Don guje wa rasa mahallin tare da kowane canji, tambayi AI don samar da taƙaitaccen taƙaitaccen tattaunawa a cikin tashar da ta gabata; Don haka, abokin ciniki ba dole ba ne ya bayyana matsalarsa daga karce a kowane tashoshi. Madaidaicin gogewa a cikin tashoshi (omnichannel) shine babban tsammanin abokin ciniki na yau; Samun amsoshi daban-daban akan tashoshi daban-daban yana lalata amana.
Kuskuren gama gari
- Manna rubutu iri ɗaya zuwa duk tashoshi ba tare da canza shi ba.
- Neman bayanan sirri/asusu akan tashar jama'a.
- Aika macro zuwa saƙon abokin ciniki ba tare da duba dacewarsa ba.
- Sauke yanayi mai mahimmanci (banda, yanayin) lokacin ragewa.
- Maimaita tsoffin bayanai maimakon sarrafa macros daga tushe guda ɗaya na yanzu.
- Ƙirƙirar mutum-mutumi, ƙwarewar sanyi ta rashin keɓance macro kwata-kwata.
A takaice
- Kowane tashoshi yana da tsayinsa, sautin murya da dokokin sirri; Kar a liƙa rubutu ɗaya a ko'ina.
- Rubuta daidai "amsar tushe" guda ɗaya kuma ku daidaita ta zuwa tashar.
- Kar a taɓa tambayar bayanan sirri akan tashoshin jama'a; Matsar da cikakken bayani zuwa saƙon sirri.
- Macros masu canzawa suna ba da sauri da daidaito; amma dacewarsa dole ne a duba kuma a keɓance shi.
- Sarrafa macros daga tushen zamani guda ɗaya; Kula da yanayi mai mahimmanci yayin ragewa.
Aikin aikace-aikace
Rubuta amsar tushe guda ɗaya don tambaya gama gari (misali "aikin jigilara ya makara"). Maida wannan zuwa imel, taɗi kai tsaye, da sigar kafofin watsa labarun tare da saurin daidaita tashoshi. Sannan juya nau'in imel ɗin zuwa macro mai ma'ana kuma ku jera filayen da za ku cika. A ƙarshe, tabbatar da cewa sigar kafofin watsa labarun baya neman bayanan sirri kuma duk nau'ikan suna adana bayanan lamba (sabon ranar bayarwa).
jerin abubuwan dubawa
- [ ] Na rubuta cikakkiyar amsar tushe, mai zaman kanta daga tashar.
- [ ] Na daidaita tsayi da sautin bisa ga tashar.
- [ ] Ban nemi bayanan sirri a tashar jama'a ba.
- [ ] Na ƙirƙiri macro mai canzawa kuma na jera filayen da za a cika.
- [ ] Yayin da yake gajarta, na tabbatar da cewa an kiyaye yanayi mai mahimmanci.
- [ ] Na duba bin macro na saƙon abokin ciniki.