Intego ya buri rwiyemezamirimo ni ugukora neza kurushaho, cyane cyane iyo bigeze ku bijyanye no gutanga serivisi ku bakiliya. Gukorana n'imiyoboro y'itumanaho idakoresha ikoranabuhanga, uretse kuba idakora neza ku bucuruzi, bitera ikibazo ku muguzi, bigashyira mu kaga umubano we n'ikigo.
Mu bigo bitandukanye byemeye iki kibazo bikanatanga igisubizo harimo Malwee na Usaflex. Batsindiye igihembo cya Reclame Aqui mu 2024 kubera serivisi zabo ku bakiliya zihuza imiyoboro yo kuri interineti n’iyo hanze yayo, bakoresheje ibisubizo byinshi bya omnichannel byakozwe na NeoAssist, urubuga ruyoboye muri urwo rwego.
Aline Rohsler Reinhard, Umuyobozi wa CX muri Malwee yagize ati: “Gushyira mu bikorwa urubuga rwa serivisi ku bakiliya rwagutse byazanye icyerekezo cyagutse cy’ubucuruzi mu mikorere yacu, hamwe n’ibisubizo bya 360º byatumye dushobora gukemura ibibazo byinshi by’abakiriya mu buryo bwihuse. Ibi byatumye abaguzi bacu babona ibisubizo byihuse kandi binoze, bitanga uburambe bwihariye.”.
Nk’uko Aline Rohsler Reinhard, ushinzwe iterambere ry’abakiriya muri Usaflex abivuga, abaguzi basaba byinshi kandi biteze ko bazaganira mu buryo bworoshye kandi bwihuse, haba binyuze mu kiganiro, ubutumwa bugufi, telefoni, cyangwa WhatsApp. Yanabonye neza umusaruro wo gukoresha urubuga rwa omnichannel. Yagize ati: "Twabonye igabanuka ry’ikiguzi cy’imikorere iyo dukoresha igikoresho, kuko cyazanye kandi gikomeje kuzana ibisubizo byinshi ku ikipe, byongera kunyurwa kw’abakiriya hamwe n’umubare mwiza w’abagumana serivisi ndetse n’inyungu nyinshi mu by’imari.".
Urubuga rwa omnichannel rutanga umuvuduko mu gukemura ibibazo no gufasha mu buryo bwihuse ibikorwa, ibi bikaba ari ibintu by'ingenzi kugira ngo abaguzi bakore n'ikigo - 87% na 80%, nk'uko amakuru ya ServiceNow abigaragaza.
Mu guhuza imiyoboro yose y'itumanaho mu buryo bumwe, ubucuruzi bubona inyungu mu guhangana no kubona neza urugendo rw'abakiriya. Ibi birimo kubona amateka y'abakiriya, gutangiza ibiganiro mu buryo butandukanye nta gutakaza aho bihuriye n'ibyo, guhuza na CRM na sisitemu zo kwamamaza, no kugira ubumenyi mu by'ingenzi ku kunyurwa kw'abakiriya, n'ibindi bintu.
“Mu rwego rw’ubucuruzi, igisubizo kigabanya kandi ikiguzi cy’imikorere kandi kikongera ibicuruzwa kuko, binyuze mu gutanga ubunararibonye bwihariye kandi butarimo uburyarya, abakiriya bamenya agaciro k’ikirango n’urugendo rwo kugura, bityo bakubaka ubudahemuka. Ibi byose bifasha amasosiyete gukura no gukomeza gahunda z’ubucuruzi bwabo,” ibi ni ibyatangajwe na Leidiane Jardim, Umuyobozi w’Abakiriya muri NeoAssist, ifite kandi AI yo gufasha amatsinda ya CX kugabanya igihe cyo gukemura ibibazo kugeza kuri 47%.
Bityo, uko igikorwa gikorwa mu buryo butandukanye, ni ko kizarushaho kuba cyiza ku bigo ndetse no ku bakiriya. Mu rwego rw'ubucuruzi, igisubizo kizagabanya ikiguzi no kwihuta; mu rwego rw'umukiriya, bituma habaho kwihitiramo no kuganira ku giti cye, bigatuma abahabwa serivisi barushaho kunyurwa.
