{"id":10840,"date":"2021-10-18T12:01:00","date_gmt":"2021-10-18T12:01:00","guid":{"rendered":"https:\/\/www.creafone.com\/?p=10840"},"modified":"2022-01-06T10:23:50","modified_gmt":"2022-01-06T10:23:50","slug":"dijital-donusum-trendler","status":"publish","type":"post","link":"https:\/\/www.creafone.com\/en\/blog\/dijital-donusum-trendler\/","title":{"rendered":"EN \u0130Y\u0130 6 D\u0130J\u0130TAL D\u00d6N\u00dc\u015e\u00dcM TRENDLER\u0130YLE M\u00dc\u015eTER\u0130 DENEY\u0130M\u0130N\u0130Z\u0130 GEL\u0130\u015eT\u0130R\u0130N"},"content":{"rendered":"
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\nEN \u0130Y\u0130 6 D\u0130J\u0130TAL D\u00d6N\u00dc\u015e\u00dcM TRENDLER\u0130YLE M\u00dc\u015eTER\u0130 DENEY\u0130M\u0130N\u0130Z\u0130 GEL\u0130\u015eT\u0130R\u0130N\n<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Dijital d\u00f6n\u00fc\u015f\u00fcm, i\u015fletmelerin b\u00fcy\u00fcmesinde h\u0131zla kritik bir bile\u015fen haline geliyor. M\u00fc\u015fteriye zenginle\u015ftirilmi\u015f ve geli\u015fmi\u015f deneyimler sa\u011flamak i\u00e7in giderek daha fazla yararlan\u0131lmaktad\u0131r. Altimeter taraf\u0131ndan yap\u0131lan bir ara\u015ft\u0131rma, en ileriye d\u00f6n\u00fck ve ilerici kurulu\u015flar\u0131n k\u0131sa ve uzun vadeli dijital d\u00f6n\u00fc\u015f\u00fcm planlar\u0131nda m\u00fc\u015fteri deneyimine yap\u0131lan yat\u0131r\u0131mlara \u00f6ncelik verdi\u011fini ortaya koymaktad\u0131r. M\u00fc\u015fteriler, \u015firketlerin dijital d\u00f6n\u00fc\u015f\u00fcme yapt\u0131\u011f\u0131 yat\u0131r\u0131mlardan do\u011frudan yararlan\u0131yor ve \u015firketler de h\u0131zla geli\u015fen pazarlarda daha iyi rekabet edebilmek i\u00e7in i\u015flevler aras\u0131 i\u015f modellerinin modernizasyonunu art\u0131r\u0131yor.<\/p>\n\n

Dijital m\u00fc\u015fteri deneyimi<\/a> ve d\u00f6n\u00fc\u015f\u00fcm art\u0131k el ele gidiyor ve \u015firketlerin g\u00fcn\u00fcm\u00fcz\u00fcn kalabal\u0131k pazarlar\u0131nda ba\u015far\u0131l\u0131 olmalar\u0131 gerekiyorsa ola\u011fan\u00fcst\u00fc m\u00fc\u015fteri deneyimleri sa\u011flamalar\u0131 gerekiyor. M\u00fc\u015fteriler ayr\u0131ca eskisinden \u00e7ok daha fazla dijital kanal kullan\u0131yor ve i\u015flemleri boyunca hatta kanallar aras\u0131nda ge\u00e7i\u015f yaparken bile sorunsuz yolculuklar beklemeye ba\u015flad\u0131lar. Peki g\u00fcn\u00fcm\u00fcz\u00fcn rekabet ortam\u0131nda nas\u0131l \u00f6nde kal\u0131n\u0131r ve m\u00fc\u015fterilerin yeni beklentileri nelerdir? M\u00fc\u015fteri deneyimi stratejisi nas\u0131l olmal\u0131d\u0131r?<\/p>\n\n

En iyi dijital d\u00f6n\u00fc\u015f\u00fcm trendleriyle m\u00fc\u015fteri deneyiminizi geli\u015ftirmenin yollar\u0131:<\/p>\n\n

M\u00fc\u015fteri Deneyimi Dijital D\u00f6n\u00fc\u015f\u00fcm\u00fcn Ana S\u00fcr\u00fcc\u00fcs\u00fc Oluyor<\/h2>\n\n

2015 y\u0131l\u0131nda Walker taraf\u0131ndan yap\u0131lan bir ara\u015ft\u0131rma, m\u00fc\u015fteri deneyiminin \u00fcr\u00fcn ve fiyattan ziyade ana marka farkl\u0131la\u015ft\u0131r\u0131c\u0131s\u0131 haline gelece\u011fini \u00f6ng\u00f6rm\u00fc\u015ft\u00fc. Yak\u0131n ge\u00e7mi\u015fteki en \u00f6nemli dijital d\u00f6n\u00fc\u015f\u00fcm trendleri bunun do\u011fru oldu\u011funu g\u00f6stermi\u015ftir. Art\u0131k m\u00fc\u015fterilerin bir \u00fcr\u00fcn veya hizmet sat\u0131n alma deneyimine \u00fcr\u00fcn\u00fcn kendisinden daha fazla de\u011fer verdi\u011fi bir ortamda ya\u015f\u0131yoruz. Amazon ve Netflix gibi \u00f6nde gelen \u015firketler, m\u00fc\u015fterilerin \u00e7abalar\u0131n\u0131 en aza indiren daha sorunsuz ve geli\u015fmi\u015f bir m\u00fc\u015fteri deneyimi sa\u011flamak i\u00e7in de b\u00fcy\u00fck yat\u0131r\u0131mlar yapt\u0131.<\/p>\n\n

Hubspot taraf\u0131ndan yap\u0131lan bir ara\u015ft\u0131rma ayr\u0131ca, m\u00fc\u015fterilerin %93’\u00fcn\u00fcn m\u00fckemmel m\u00fc\u015fteri hizmeti sunan bir \u015firketten tekrar sat\u0131n alma olas\u0131l\u0131\u011f\u0131n\u0131n daha y\u00fcksek oldu\u011funu tespit ederken, CITE Research, m\u00fc\u015fterilerin zay\u0131f bir m\u00fc\u015fteri deneyimi sunan markalarla i\u015f yapmay\u0131 b\u0131rakt\u0131\u011f\u0131n\u0131 g\u00f6steren bir \u00e7al\u0131\u015fma yapt\u0131.<\/p>\n\n\n

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  1. M\u00fc\u015fteri Deneyimi Art\u0131k Tek Bir Departmanla S\u0131n\u0131rl\u0131 De\u011fil<\/strong><\/li>\n<\/br>\n

    M\u00fc\u015fteri deneyimi ana itici g\u00fc\u00e7 haline geldik\u00e7e, i\u015fletmelerde m\u00fc\u015fteri hizmetleri<\/a> daha fazla \u00f6nem kazan\u0131yor. M\u00fc\u015fteri hizmetleri geleneksel olarak yaln\u0131zca m\u00fc\u015fteri sorgular\u0131n\u0131 ele almaya adanm\u0131\u015f bir departman olarak g\u00f6r\u00fclse de, art\u0131k bir maliyet merkezi yerine k\u00e2r merkezi olarak daha merkezi bir role ge\u00e7i\u015f yap\u0131yor. Giderek daha fazla say\u0131da y\u00f6netici, dijital d\u00f6n\u00fc\u015f\u00fcmle m\u00fc\u015fteri deneyiminin i\u015f ba\u015far\u0131s\u0131 i\u00e7in kritik oldu\u011funa inan\u0131yor.<\/p>\n\n

    M\u00fc\u015fteri deneyimini geli\u015ftirmek i\u00e7in \u015firketlerin ba\u011flant\u0131l\u0131 bir ara\u00e7 sistemine g\u00fcvenmeleri gerekir. A\u00e7\u0131k bir m\u00fc\u015fteri kat\u0131l\u0131m\u0131 platformuna sahip olmak, m\u00fc\u015fteriler i\u00e7in sorunsuz bir deneyim sa\u011flayabilir ve verilerin departmanlar aras\u0131nda yay\u0131lmas\u0131n\u0131 te\u015fvik edebilir. Sat\u0131\u015f ve pazarlama<\/a> departmanlar\u0131, m\u00fc\u015fterilere daha \u00f6zelle\u015ftirilmi\u015f deneyimler sa\u011flamak i\u00e7in m\u00fc\u015fteri etkile\u015fimlerinden elde edilen bilgilerden de yararlanabilir.<\/p>\n\n\n

  2. \u00c7o\u011fu M\u00fc\u015fteri Etkile\u015fimi Dijitalle\u015fiyor<\/strong><\/li>\n<\/br>\n

    M\u00fc\u015fteri etkile\u015fimleri s\u00f6z konusu oldu\u011funda dijital kanallar<\/a> daha fazla \u00f6nem kazan\u0131yor. Social Media<\/a>, e-posta ve mesajla\u015fma<\/a>, telefon g\u00f6r\u00fc\u015fmelerine<\/a> ciddi alternatifler haline geldi. T\u00fcketiciler ileti\u015fim kurmak i\u00e7in bu kanallar\u0131 kullanmaya a\u015finad\u0131r ve hatta \u015firketlerle etkile\u015fim kurmak i\u00e7in bu kanallar\u0131 kullanmak istemektedir. Dijitalin b\u00fcy\u00fcmesini daha da artt\u0131rmak, etkili ve verimli m\u00fc\u015fteri hizmeti sa\u011flamak i\u00e7in kanallar\u0131n \u00e7o\u011falmas\u0131d\u0131r. Merkezi bir s\u00fcr\u00fcc\u00fc olarak dijital d\u00f6n\u00fc\u015f\u00fcm ile m\u00fc\u015fteri deneyimi y\u00f6netimi norm haline geliyor.<\/p>\n\n

    Gartner, 2022 y\u0131l\u0131na kadar t\u00fcm m\u00fc\u015fteri etkile\u015fimlerinin %72 sinin mobil uygulamalar, mesajla\u015fma ve sohbet robotlar\u0131 gibi geli\u015fmekte olan teknolojilerle ili\u015fkilendirilece\u011fini ve telefon g\u00f6r\u00fc\u015fmelerinin m\u00fc\u015fteri hizmetleri etkile\u015fimlerinin ancak %12’sini olu\u015fturaca\u011f\u0131n\u0131 tahmin ediyor.<\/p>\n\n

  3. \u00d6ne \u00c7\u0131kan Mesajla\u015fma Kazan\u00e7lar\u0131<\/strong><\/li>\n<\/br>\n

    Mesajla\u015fma, m\u00fc\u015fteri hizmetleri s\u00f6z konusu oldu\u011funda \u015fu anda en h\u0131zl\u0131 b\u00fcy\u00fcyen kanald\u0131r. Senkronize karakteri, konu\u015fma ge\u00e7mi\u015finin olmamas\u0131 ve mobil cihazlarda s\u0131n\u0131rl\u0131 kullan\u0131m gibi dezavantajlar\u0131 olan canl\u0131 sohbetin aksine, mesajla\u015fma senkronizedir, sohbet ge\u00e7mi\u015fini tutar ve mobil cihazlarla uyumludur. Mesajla\u015fma hizmetleri art\u0131k esas olarak Messenger ve WhatsApp gibi harici kanallar arac\u0131l\u0131\u011f\u0131yla sunulmaktad\u0131r.<\/p>\n\n

    Ancak, uygulama i\u00e7i mesajla\u015fma yoluyla \u015firketlerin mobil uygulamalar\u0131nda giderek daha fazla sa\u011flan\u0131yor. Uygulama i\u00e7i mesajla\u015fma ile \u00f6zellikler ve veriler \u00fczerinde daha fazla kontrol vard\u0131r. M\u00fc\u015fteri deneyimlerini geli\u015ftirmek i\u00e7in bir sonraki dalga muhtemelen platformlar aras\u0131 ve <\/a>\u00e7ok kanall\u0131 m\u00fc\u015fteri deneyimi<\/a> odakl\u0131 olacakt\u0131r.<\/p>\n\n

  4. AI M\u00fc\u015fteri Hizmetleri Temsilcilerine Yard\u0131mc\u0131 Olacak<\/strong><\/li>\n<\/br>\n\n

    Chatbotlar\u0131n y\u00fckseli\u015fi daha \u00f6nce canl\u0131 destek ajanlar\u0131 taraf\u0131ndan bir miktar g\u00fcvensizlikle g\u00f6r\u00fcl\u00fcyordu. Bununla birlikte, yapay zeka ve sohbet robotlar\u0131n\u0131n kullan\u0131m\u0131, insan arac\u0131lar\u0131n yerine ge\u00e7mek yerine, m\u00fc\u015fteri destek arac\u0131lar\u0131n\u0131 g\u00fc\u00e7lendiren bir ara\u00e7 olarak harika i\u015flev g\u00f6rd\u00fcklerini g\u00f6stermi\u015ftir. Bir \u00e7al\u0131\u015fmada temsilcilerin y\u00fczde 88’i, yapay zeka ve sohbet robotlar\u0131n\u0131n m\u00fc\u015fteri destek temsilcilerinin yerini almayaca\u011f\u0131na ve kapasiteyi art\u0131raca\u011f\u0131na inan\u0131yor. Ancak, bu teknolojiden tam olarak yararlanmak ve \u015firketlerin daha \u00f6nemli i\u015flere odaklanabilmeleri i\u00e7in \u00e7al\u0131\u015fanlar\u0131n zaman\u0131n\u0131 bo\u015fa \u00e7\u0131karan insan-makine i\u015fbirlikleri olu\u015fturmaya ba\u015flamalar\u0131 gerekiyor.<\/p>\n\n

    AI, arac\u0131lara \u00e7ok zaman kazand\u0131rabilir, AI ve sohbet robotlar\u0131na y\u00f6nelik i\u015fbirlik\u00e7i bir yakla\u015f\u0131ma sahip olmak, yeni kullan\u0131c\u0131lar\u0131n beklentilerini kar\u015f\u0131lamaya da yol a\u00e7abilir. Bir \u00e7al\u0131\u015fmada, ankete kat\u0131lan m\u00fc\u015fterilerin %86’s\u0131, bir sohbet robotuyla u\u011fra\u015f\u0131rken bir “arac\u0131ya ilet” se\u00e7ene\u011finin olmas\u0131 gerekti\u011fine inan\u0131yordu. Bu i\u015fbirlik\u00e7i yakla\u015f\u0131m ayn\u0131 zamanda t\u00fcketicilere her iki d\u00fcnyan\u0131n da en iyisini sa\u011flar – sohbet robotlar\u0131ndan temel sorulara an\u0131nda yan\u0131tlar ve canl\u0131 temsilcilerden karma\u015f\u0131k sorulara daha ayr\u0131nt\u0131l\u0131 yan\u0131tlar al\u0131rlar.<\/p>\n\n\n

  5. Ki\u015fiselle\u015ftirme Daha da \u00d6nemli Oluyor<\/strong><\/li><\/ol>\n\n

    Her m\u00fc\u015fterinin tan\u0131nmak ve \u00f6zel hissetmek istedi\u011fi bir s\u0131r de\u011fil. M\u00fc\u015fteri deneyimini ki\u015fiselle\u015ftirmek, m\u00fc\u015fterilerin kendilerini daha de\u011ferli hissetmelerini sa\u011flamada uzun bir yol kat edebilir ve b\u00f6ylece sadakati art\u0131rabilir. G\u00fcn\u00fcm\u00fczde, m\u00fc\u015fterilere \u00e7ok daha sorunsuz ve ki\u015fiselle\u015ftirilmi\u015f hizmetler sunmak i\u00e7in yapay zeka (AI) ve makine (ML) yeteneklerinden yararlan\u0131l\u0131yor. Bu \u00f6zellikle Netflix ve Amazon gibi \u015firketlerde yayg\u0131nd\u0131r. Bu \u015firketler, bir kullan\u0131c\u0131n\u0131n ge\u00e7mi\u015f davran\u0131\u015f\u0131n\u0131 incelemek i\u00e7in AI ve ML kullan\u0131r ve ard\u0131ndan bu ge\u00e7mi\u015f davran\u0131\u015fa dayal\u0131 se\u00e7enekler \u00f6nerir. Bir kruvaziyer \u015firketi olan Carnival Cruise da yapay zekadan yararlan\u0131yor ve m\u00fc\u015fterilerine, m\u00fc\u015fterinin zevkine g\u00f6re \u00f6zelle\u015ftirilmi\u015f yol tarifleri ve etkinlikler ve seanslar \u00f6neren bir bileklik sa\u011fl\u0131yor.<\/p>\n\n

    \u00c7\u00f6z\u00fcm<\/h4>\n\n

    M\u00fc\u015fteri deneyimi 2020 ve sonras\u0131na h\u00fckmedecek ve \u015firketlerin g\u00fcn\u00fcm\u00fcz\u00fcn kalabal\u0131k pazar\u0131nda ba\u015far\u0131l\u0131 olmak i\u00e7in yeterli dijital d\u00f6n\u00fc\u015f\u00fcmden ge\u00e7mesi gerekiyor. M\u00fc\u015fterilere daha iyi dijital deneyimler sunmaya y\u00f6nelik ge\u00e7i\u015f birka\u00e7 y\u0131l \u00f6nce ba\u015flad\u0131 ve m\u00fc\u015fterilerine daha iyi hizmet vermek i\u00e7in dijital d\u00f6n\u00fc\u015f\u00fcm\u00fc benimseyenler karl\u0131l\u0131\u011f\u0131n artt\u0131\u011f\u0131n\u0131 g\u00f6rd\u00fc. Dijital d\u00f6n\u00fc\u015f\u00fcmden ge\u00e7me ihtiyac\u0131 art\u0131k \u00e7o\u011fu \u015firket i\u00e7in bir ger\u00e7eklik haline geldi. \u015eirketlerin, t\u00fcketicilerin de\u011fi\u015fen tercihlerine daha iyi ayak uydurmak ve rekabette \u00f6ne \u00e7\u0131kmak i\u00e7in do\u011fru dijital d\u00f6n\u00fc\u015f\u00fcm stratejisini benimsemeleri gerekiyor. M\u00fc\u015fteri deneyimini geli\u015ftirmek i\u00e7in dijital d\u00f6n\u00fc\u015f\u00fcm trendlerini okumak sizin yarar\u0131n\u0131za olacakt\u0131r.<\/p>\n\n

    \u00c7a\u011fr\u0131 Merkezi Hizmetlerinizi Creafone \u0130le D\u0131\u015f Kaynaktan Sa\u011flayarak M\u00fc\u015fterilerinize Geli\u015fmi\u015f M\u00fc\u015fteri Deneyimi Sunabilirsiniz.<\/h4>\n\n

    Creafone uygun maliyetli<\/a> , profesyonel ve son derece g\u00fcvenilir \u00e7a\u011fr\u0131 merkezi hizmetleri sunan bir d\u0131\u015f kaynak \u015firketidir. Profesyonel ve g\u00fcvenilir hizmet sa\u011flay\u0131c\u0131s\u0131 Creafone<\/a>\u2019un Dijital d\u00f6n\u00fc\u015f\u00fcm trendleriyle m\u00fc\u015fteri deneyiminizi geli\u015ftirin. Daha fazlas\u0131 i\u00e7in bizimle ileti\u015fime ge\u00e7ebilirsiniz.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

    EN \u0130Y\u0130 6 D\u0130J\u0130TAL D\u00d6N\u00dc\u015e\u00dcM TRENDLER\u0130YLE M\u00dc\u015eTER\u0130 DENEY\u0130M\u0130N\u0130Z\u0130 GEL\u0130\u015eT\u0130R\u0130N Dijital d\u00f6n\u00fc\u015f\u00fcm, i\u015fletmelerin b\u00fcy\u00fcmesinde h\u0131zla kritik bir bile\u015fen haline geliyor. M\u00fc\u015fteriye zenginle\u015ftirilmi\u015f ve geli\u015fmi\u015f deneyimler sa\u011flamak i\u00e7in giderek daha fazla yararlan\u0131lmaktad\u0131r. Altimeter taraf\u0131ndan yap\u0131lan bir ara\u015ft\u0131rma, en ileriye d\u00f6n\u00fck ve ilerici kurulu\u015flar\u0131n k\u0131sa ve uzun vadeli dijital d\u00f6n\u00fc\u015f\u00fcm planlar\u0131nda m\u00fc\u015fteri deneyimine yap\u0131lan yat\u0131r\u0131mlara \u00f6ncelik verdi\u011fini ortaya […]<\/p>\n","protected":false},"author":1,"featured_media":10841,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[58],"tags":[],"class_list":["post-10840","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-musteri-deneyimi"],"yoast_head":"\nEN \u0130Y\u0130 6 D\u0130J\u0130TAL D\u00d6N\u00dc\u015e\u00dcM TRENDLER\u0130YLE M\u00dc\u015eTER\u0130 DENEY\u0130M\u0130N\u0130Z\u0130 GEL\u0130\u015eT\u0130R\u0130N - CREAFONE<\/title>\n<meta name=\"description\" content=\"Dijital Bir I\u015fletmede Potansiyel M\u00fc\u015fteriyi M\u00fc\u015fteriye D\u00f6n\u00fc\u015ft\u00fcrme Oran\u0131 \u00c7ok \u00d6nemli. 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