Clarabridge: Kev nkag siab zoo los ntawm Txhua Tus Neeg Siv Khoom Sib Tham

Clarabridge: Kev nkag siab zoo los ntawm Txhua Tus Neeg Siv Khoom Sib Tham

Raws li kev cia siab ntawm cov neeg siv khoom rau kev pabcuam cov neeg siv khoom nce ntxiv, cov tuam txhab yuav tsum nqis tes ua kom ntseeg tau tias lawv cov neeg siv khoom ua haujlwm tau zoo dua qub.

90% ntawm cov neeg Amelikas txiav txim siab muab kev pabcuam rau cov neeg siv khoom thaum txiav txim siab ua lag luam nrog lub tuam txhab.

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Nws tuaj yeem nyuaj rau xa mus rau lub hom phiaj no vim tias qhov ntim ntawm cov lus tawm tswv yim tuaj yeem dhau mus, ua rau Cov Neeg Siv Khoom (CX) pab pawg kom tsis pom kev nkag siab thiab cuam tshuam nrog txhua tus neeg siv khoom sib cuam tshuam. Nrog nce ntau zaus, cov koom haum thoob plaws kev lag luam tau tig mus rau cov neeg siv kev paub tswj hwm lub platform txhawm rau tshuaj xyuas cov neeg siv khoom sib cuam tshuam thiab nthuav tawm cov ntaub ntawv uas tuaj yeem tshaj tawm cov khoom hloov tshiab, txhim kho kev lag luam thiab txhawb nqa cov neeg siv khoom siab ntev.

Kev Tswj Xyuas Cov Neeg Siv Khoom

Cov koom haum tau txaus ntshai hauv cov neeg siv cov lus tawm tswv yim - petabytes ntawm cov ntaub ntawv hauv daim ntawv kaw tseg hu xov tooj thiab cov ntawv sau tseg, tus neeg sawv cev sau ntawv, tshuaj xyuas online, koom nrog hauv zej zog, sib tham lus, email thiab tshawb fawb.

Hauv cov kev sib cuam tshuam thiab kev tawm tswv yim no, cov neeg siv khoom nthuav qhia cov tswv yim, kev xav lossis teeb meem cuam tshuam nrog lawv cov kev paub nrog cov khoom lag luam, hom lag luam lossis koom haum, nrog rau lawv lub hom phiaj kom ncav tes. Feem ntau ntawm cov ntaub ntawv no tau siv tsis raug raws li lub hauv paus ntawm kev ua haujlwm thiab kev sib tw pom. Nws tau khaws tseg rau hauv cov ntawv loj lossis cov ntaub ntawv suab, uas tsis yooj yim txheeb xyuas los ntawm cov cuab yeej txawj ntse lag luam uas tau tsim los tswj cov ntaub ntawv zoo ib yam li cov lej thiab npe.

Clarabridge, tus muab kev pabcuam kev paub txog cov neeg siv khoom (CEM) kev daws teeb meem, ua haujlwm nrog qee lub ntiaj teb cov khoom lag luam saum toj kawg nkaus xws li USAA, Vera Bradley thiab United, txhawm rau tshem tawm cov kev ntxhov siab thiab nyuaj ntawm cov neeg siv khoom tawm tswv yim. Los ntawm nws AI, Clarabridge suav nrog cov neeg siv khoom cov lus tawm tswv yim thiab kev sib tham hauv ib lub hauv paus tseem ceeb uas tuaj yeem tshuaj xyuas siv Clarabridge cov ntawv zoo tshaj plaws hauv chav kawm thiab kev tshuaj xyuas kev hais lus nrog kev nkag siab raws sijhawm muab faib rau cov koom nrog thoob plaws lub koom haum.

Raws li Salesforce's Lub Xeev ntawm Cov Neeg Txuas Txuas Txuas qhia, 80% ntawm cov neeg siv khoom hais qhov kev paub dhau los kev lag luam muab yog ib qho tseem ceeb ib yam li nws cov khoom lag luam thiab kev pabcuam. Nrog qhov no hauv siab, nws tsis muaj teeb meem dab tsi koj lub tuam txhab muag lossis muab, cov neeg siv khoom tsis nco qab cuam tshuam rau txhua qhov kev lag luam. Vim li no, Clarabridge ua haujlwm nrog tuam txhab nyiaj txiag thiab tuam txhab nyiaj txiag, kev saib xyuas kev noj qab haus huv thiab kev pov hwm, cov khoom siv khoom siv, khw muag khoom, xov xwm thiab thev naus laus zis, thiab mus ncig thiab tos txais qhua. Cov neeg siv khoom suav nrog SharkNinja, Thoob Tebchaws, Adobe thiab Crate & Chim.

Clarabridge Analytics: Tshawb xyuas txhua kab lus rau CX ua tiav

Txhawm rau pab txhawb qhov kev paub dhau los ntawm cov neeg siv khoom, Clarabridge cov neeg siv khoom tau nkag mus rau ob txoj kev daws teeb meem: Clarabridge Analytics thiab Clarabridge Koom Nrog. Dhau Clarabridge Analytics, cov tuam txhab tuaj yeem dhau mus ua cov lus ib txwm ua (NLP), kev xav thiab cov ntaub ntawv cais tawm los ntsuas kev mob siab rau, kev xav, lub hom phiaj thiab lub hauv paus ua rau kev tshuaj xyuas siv ob txoj cai-raws thiab tshuab kev kawm mus rau AI.

Vim li cas qhov no tseem ceeb? Ntau lub tuam txhab yuav muaj cov khoom me me thiab cov thev naus laus zis los tshuaj xyuas qee yam ntawm cov ntaub ntawv no tab sis lawv tsis muaj ib qho kev daws teeb meem tag nrho rau qhov chaw kom nkag siab tiag tiag, kev txheeb xyuas lub ncauj lus, nrhiav pom lub ntsiab lus, kev xav zoo lossis ua kom tau qhab nia. Clarabridge txheeb xyuas txhua yam ntawm cov ntaub ntawv no los muab kev pom zoo ntawm cov neeg siv khoom. Clarabridge pab cov tuam txhab ua qhov no hauv peb txoj hauv kev:

  1. Kev koom ua ke, omnichannel tsom xam - Tsis ntev dhau los, cov neeg siv khoom tsuas muaj qee txoj hauv kev kom mus txog hom khoom lag luam. Tam sim no, cov neeg siv khoom tuaj yeem nkag mus rau cov khoom lag luam txhua lub sijhawm. Txawm hais tias nws tau hu, email, sib tham, tshawb fawb, kev sib raug zoo hauv zej zog, kev ntaus nqi thiab tshuaj xyuas lossis cov rooj sib tham, cov tuam txhab muaj ntau yam los taug qab. Rau cov koom haum loj uas yuav muaj ntau qhov chaw thoob ntiaj teb, suav nrog ntau lub chaw sib cuag, nkag mus rau txhua qhov kev cuam tshuam nrog cov neeg siv khoom yog qhov nyuaj. Txhawm rau pab sau txhua tus neeg tawm tswv yim hauv ib qho chaw, Clarabridge txuas nrog ntau pua qhov chaw, suav nrog WhatsApp, Twitter, Facebook, hu xov tooj kaw, email thiab ntau dua.
  2. Cov ntawv nyeem - NLP yog lub peev xwm ntawm lub khoos phis tawj txhawm rau tshuaj xyuas tib neeg kev hais lus los txiav txim siab hom lus, kev tsim qauv kab lus, cov koom haum - xws li cov npe, qhov chaw thiab hom lag luam - cov ntsiab lus thiab cov lus muaj feem cuam tshuam hauv kab lus. NLP yog qhov tseem ceeb rau kev nkag siab cov ntaub ntawv loj vim nws muab cov qauv rau cov ntawv loj kom nws tuaj yeem tshuaj xyuas ntxiv rau cov ncauj lus, cov ntsiab lus, kev hloov pauv thiab lwm yam lus qauv thoob plaws ntau lab ntawm kev cuam tshuam. Clarabridge siv sijhawm txheeb xyuas cov ntaub ntawv ib kauj ruam ntxiv los ntawm kev suav nrog kev nkag siab lus ib txwm (NLU). NLU nrhiav kom nkag siab thiab muab lub ntsiab lus los ntawm tib neeg lus. NLU cov txheej txheem tshuaj xyuas cov lus, kab lus thiab cov ntsiab lus los ntsuas cov ncauj lus, kev xav, kev xav, kev mob siab rau thiab lwm yam yam ntxwv hais lus. NLU yog lub zog tsav tom qab kev tshuaj xyuas cov ntawv. Los ntawm NLU, cov tuam txhab tau txais kev nkag siab zoo ntawm cov neeg siv khoom tham txog, pab pawg cov ntsiab lus ua ke rau kev txheeb xyuas yooj yim, ua rau kev txiav txim siab sai dua rau cov neeg siv khoom zoo.
  3. personalization - Tsis muaj teeb meem hauv chav lis haujlwm, Clarabridge ua rau nws yooj yim rau pab pawg los tsim tus kheej lub dashboards, rub cov ntaub ntawv uas cov chaw haujlwm xav tau rau hauv ib qho chaw kom nkag tau yooj yim thiab nkag siab sai. Los ntawm kev muaj tus kheej dashboard, cov tuam txhab thoob plaws lub tuam txhab tuaj yeem sib qhia kev nkag siab thiab tig lawv mus rau hauv kev nqis tes ua. Qhov no tseem ceeb raws li cov neeg siv khoom cia siab tias yuav pom kev hloov pauv sai sai - tsis yog ob peb hnub lossis ib hlis.

Clarabridge Koom Nrog: Ntsib Cov Neeg Siv Khoom Nyob Qhov Twg Lawv Nyob

Raws li ntau cov digital nthuav tawm, cov neeg siv khoom xav tau kev sib tham ntawm lub sijhawm nrog cov tuam txhab. Qhov no tau hais yooj yim dua li ua tiav. Ua kom taug qab ntau qhov kev sib tham, hla ntau lub platform thiab qee zaum ntau tus neeg sawv cev, yog qhov nyuaj.

los ntawm Clarabridge koom nrog, cov tuam txhab tuaj yeem txuas nrog cov neeg siv khoom uas lawv nyob thiab muab kev paub zoo rau cov neeg siv khoom thiab koom nrog los ntawm kev sib tham hauv nruab nrab. Lub platform nthuav tawm kev sib tham los ntawm ntau yam online synchronous thiab asynchronous kev sib txuas lus suav nrog Facebook, Twitter, Instagram, WhatsApp, SMS, WeChat, email, kev ntaus nqi thiab tshuaj xyuas, cov rooj sib tham online, blog thiab ntau dua, tso cai rau cov tuam txhab sib tham tau yooj yim nrog, teb rau, thiab koom nrog cov neeg siv khoom hauv cov neeg siv khoom siv tiag. Lub hauv paus nruab nrab txhais tau tias pab pawg tuaj yeem saib xyuas txhua cov lus nkag, nkag mus rau keeb kwm kev sib tham rau cov ntsiab lus thiab koom nrog kev sib tham thoob plaws. Kev sib tham tau suav nrog cov ntaub ntawv hais txog lub ncauj lus, kev rau siab, kev xav, thiab ntau ntxiv. Clarabridge pab cov tuam txhab koom nrog cov neeg siv khoom zoo dua hauv peb txoj hauv kev:

  1. Txhim kho cov lus teb nrog kev sib koom ua ke - Nrog kev nkag mus rau ntau txoj hauv kev sib txawv, nws muaj peev xwm tias cov neeg siv khoom tuaj yeem tiv toj rau lub koom haum ntawm ntau dua ib lub platform. Qhov no tsim kev sib tw rau cov koom haum txhawm rau taug qab qhov kev thov sib txawv thiab sib tham los ntawm cov neeg siv khoom. Muaj kev sib koom ua ke tso cai rau cov neeg siv khoom pab txhawb kom pom yooj yim yav dhau los sib tham kom nkag siab zoo dua ntawm cov neeg siv khoom thov. Qhov no tseem yuav pab zam kev ntxhov siab ntxiv rau cov neeg siv khoom uas tej zaum twb tau qhia lawv cov kev ntxhov siab nrog lwm tus neeg sawv cev. Ib qho ntxiv, pab pawg tuaj yeem npaj tau los ntawm kev npaj ua ntej cov kaus poom, cov qauv ntawm kev tshaj tawm cov lus qhia thiab cov phiaj xwm kev kub ntxhov uas tso cai rau lawv npaj rau qhov xwm txheej tsis tau xav txog.
  2. Ua tiav SLA kev saib xyuas -Kev pom zoo qib kev pabcuam (SLA) nyob rau hauv qhov chaw kom ntseeg tau tias muaj txiaj ntsig zoo, muaj thiab muaj lub luag haujlwm. Txawm li cas los xij, SLA kev saib xyuas tuaj yeem nyuaj yog tias muaj ntau tus neeg sawv cev koom nrog, uas feem ntau tshwm sim. Txhawm rau txhim kho kev ntsuas cov neeg siv khoom, xws li lub sijhawm nruab nrab nruab nrab (AHT) ib kis, thawj qhov kev sib tham daws teeb meem (FCR) tus nqi thiab qhov nruab nrab nrawm ntawm cov lus teb, pab pawg yuav tsum muaj kev nkag mus rau txhua cov ntaub ntawv hauv ib qho thiab muaj kev nkag siab meej txog tias cov neeg siv khoom muaj ntev npaum li cas. tau tos. Clarabridge's Watchdog qhov tshwj xeeb qhia rau pab pawg ntev npaum li cas cov neeg siv khoom tau tos rau cov lus teb kom cov neeg sawv cev tsis nco lawv cov lus teb SLAs.
  3. Tsis siv neeg tagging thiab routing rau lub sijhawm teb sai dua - Cov neeg sawv cev feem ntau cuam tshuam nrog cov haujlwm ua haujlwm uas siv sijhawm los ntawm kev pab cov neeg siv khoom ntau dua. Ib qho ntawm cov haujlwm no yog tus kheej ua cov ntsiab lus hauv kev sib tham los pab cov neeg sawv cev txheeb xyuas cov ntsiab lus tseem ceeb. Los ntawm lub zog ntawm AI, pab pawg tsis tas yuav siv tus kheej ntxiv lawm. Clarabridge Engage txiav txim siab ncaj qha txheeb xyuas cov ncauj lus ntawm kev sib tham hauv zej zog thiab cov txheej txheem hais txog rau tus neeg sawv cev raug, raws lub sijhawm. Ua li ntawd, cov neeg sawv cev tuaj yeem nkag siab sai sai rau cov neeg siv khoom xav tau thiab teb sai lossis xa nws mus rau tus neeg sawv cev zoo tshaj los daws qhov teeb meem.

Kev cia siab nyob ib puag ncig cov neeg siv khoom yuav nce ntxiv. Ntau dua li txuas ntxiv rau kev daws teeb meem ua ke, cov tuam txhab yuav tsum nrhiav ib qho kev daws teeb meem kom tau raws li lawv xav tau.

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