{"id":46642,"date":"2020-05-11T09:07:38","date_gmt":"2020-05-11T08:07:38","guid":{"rendered":"https:\/\/leaddesk.com\/blog\/omnichannel-contact-center-demystified\/"},"modified":"2022-10-11T10:10:22","modified_gmt":"2022-10-11T09:10:22","slug":"omnikanavainen-contact-center-asiakkaan-kannalta","status":"publish","type":"post","link":"https:\/\/leaddesk.com\/fi\/blog\/omnikanavainen-contact-center-asiakkaan-kannalta\/","title":{"rendered":"Omnikanavainen contact center asiakkaan kannalta"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"<p>Per\u00e4ti 66 % kuluttajista ottaa yhteytt\u00e4 asiakaspalveluun v\u00e4hint\u00e4\u00e4n kolmessa eri kanavassaa. 75 % my\u00f6s odottaa asiakaspalvelijoiden olevan tietoisia asiakashistoriastaan k\u00e4yt\u00f6ss\u00e4 olevasta kanavasta riippumatta. Niinp\u00e4 yrityksen, joka haluaa palvella asiakkaita tehokkaasti ja yksil\u00f6llisesti, on toimittava omnikanavaisesti. Omnikanavaisuus parantaa asiakaskokemusta linkitt\u00e4m\u00e4ll\u00e4 kaikki asiakkaan yhteydenotot samaan paikkaan. Se mahdollistaa yhtenev\u00e4ist\u00e4, ensiluokkaisen palvelun kaikissa kanavissa.<\/p>\n","protected":false},"author":32,"featured_media":45893,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[2294],"tags":[2295],"acf":{"blocks_en_new":[{"acf_fc_layout":"hub_subhero","acfe_flexible_toggle":false,"title":"N\u00e4in omnikanavaisuus parantaa asiakaskokemusta","content":"","subhero_image":45893,"buttons":null,"style":"--blue","subhero_tags":false,"subhero_readtime":false,"reading_time":"3","title_html":"h1","unique_css_name":"","custom_css":""},{"acf_fc_layout":"text_editor_wysiwyg","acfe_flexible_toggle":false,"text-content":"<em>Per\u00e4ti 66 % kuluttajista ottaa yhteytt\u00e4 asiakaspalveluun <a href=\"https:\/\/cloudblogs.microsoft.com\/dynamics365\/bdm\/2019\/11\/21\/the-global-state-of-customer-service\/\">v\u00e4hint\u00e4\u00e4n kolmessa eri kanavassa<\/a>. 75 % my\u00f6s odottaa asiakaspalvelijoiden olevan tietoisia asiakashistoriastaan k\u00e4yt\u00f6ss\u00e4 olevasta kanavasta riippumatta.<\/em>\r\n\r\n<em>Niinp\u00e4 yrityksen, joka haluaa palvella asiakkaita tehokkaasti ja yksil\u00f6llisesti, on toimittava omnikanavaisesti.<\/em>\r\n\r\n<em>Omnikanavaisuus parantaa asiakaskokemusta linkitt\u00e4m\u00e4ll\u00e4 kaikki asiakkaan yhteydenotot samaan paikkaan. Se mahdollistaa yhtenev\u00e4ist\u00e4, ensiluokkaisen palvelun kaikissa kanavissa.<\/em>\r\n<h2>Omnikanavaisuus asiakkaan n\u00e4k\u00f6kulmasta<\/h2>\r\nLoistava asiakaskokemus koostuu yleens\u00e4 useista pienemmist\u00e4 onnistumisista.\r\n\r\nHarva esimerkiksi arvostaa kanavasta toiseen pompottelua tilausta tehdess\u00e4 tai kinkkisen pulman \u00e4\u00e4rell\u00e4. Oli kyseess\u00e4 sitten puhelin, chat, s\u00e4hk\u00f6posti, tekstiviesti tai mik\u00e4 tahansa asiakkaan valitsema inbound- tai outbound-kanava, joka ikinen meist\u00e4 haluaa saada asian hoidettua yhdell\u00e4 istumalla.\r\n\r\nJoskus kanavaa vaihdetaan toki aivan syyst\u00e4. Puhelusta s\u00e4hk\u00f6postiin siirtyminen voi olla hy\u00f6dyllist\u00e4 esimerkiksi sopimusehtoihin tutustuttaessa.\r\n\r\nVaikka kanavaa pit\u00e4isi vaihtaa, asiaa hoitavan agentin olisi hyv\u00e4 pysy\u00e4 samana. Mik\u00e4li agentti vaihtuu,\u00a0uudella agentilla tulisi olla p\u00e4\u00e4sy kaikkiin tietoihin, joita asiakas on ensimm\u00e4isess\u00e4 yhteydenotossaan\u00a0kertonut.\r\n<h3><strong>Omnikanavaisuus mahdollistaa:<\/strong><\/h3>\r\n<ul>\r\n \t<li data-gc-list-depth=\"1\" data-gc-list-style=\"bullet\">paremman asiakaskokemuksen<\/li>\r\n \t<li data-gc-list-depth=\"1\" data-gc-list-style=\"bullet\">kanavasta riippumattoman palvelun<\/li>\r\n \t<li data-gc-list-depth=\"1\" data-gc-list-style=\"bullet\">keskustelun jatkamisen jouhevasti, vaikka kanava vaihtuu.<\/li>\r\n<\/ul>\r\nAsiakkaan n\u00e4k\u00f6kulmasta edell\u00e4 mainitut asiat ovat jo itsest\u00e4\u00e4nselvyyksi\u00e4. Asiakaspalvelukeskusten osalta niiden toteuttaminen vaatii kuitenkin omnikanavaisuuden haltuun ottamista.\r\n<h3>Millaista on omnikanavainen asiakaspalvelu?<\/h3>\r\nOmnikanavaisuuden mahdollistaa ohjelmisto, joka ker\u00e4\u00e4 eri kanavien tiedot yhteen n\u00e4kym\u00e4\u00e4n. Samalla p\u00e4\u00e4see eroon tiedon hallinnasta eri j\u00e4rjestelmiss\u00e4, sill\u00e4 kaikkia kanavia hallitaan saman j\u00e4rjestelm\u00e4n kautta.\r\n\r\nAgenttien tulee saada kaikki tarvittavat asiakastiedot ja keskusteluhistoria k\u00e4ytt\u00f6\u00f6ns\u00e4 yhdest\u00e4 n\u00e4kym\u00e4st\u00e4, jolloin ei tarvitse en\u00e4\u00e4 hyppi\u00e4 j\u00e4rjestelm\u00e4st\u00e4 toiseen. Kun agenteilla on k\u00e4yt\u00f6ss\u00e4\u00e4n kaikkien kanavien asiakashistoria, he pystyv\u00e4t vastaamaan kysymyksiin ja ongelmiin asiakkaan ehdoilla.\r\n\r\nOmnikanavaisuus helpottaa my\u00f6s johdon arkea. J\u00e4rjestelm\u00e4 osaa v\u00e4litt\u00e4\u00e4 asiakkaat automaattisesti oikealle agentille taitojen ja muiden kriteerien perusteella. Esimerkiksi s\u00e4hk\u00f6postien avainsanojen avulla asiakas voidaan ohjata kyseiseen asiaan erikoistuneelle agentille, joka voi valita tehokkaimman kanavan asian hoitamiseksi.\r\n\r\nOmnikanavaisuus siis mahdollistaa loistavan asiakaskokemuksen tarjoamisen kanavasta riippumatta.\r\n\r\nTahdotko syventy\u00e4 tarkemmin omnikanavaisuuteen ja sen tuomiin etuihin?\r\n\r\nTutustu<a href=\"https:\/\/leaddesk.com\/fi\/blog\/nain-agentit-hyotyvat-omnikanavaisuudesta\/\"> omnikanavaisuuteen agentin n\u00e4k\u00f6kulmasta<\/a>\u00a0tai\u00a0<a href=\"https:\/\/offers.leaddesk.com\/5-megatrends-handbook\" target=\"_blank\" rel=\"noopener noreferrer\" data-gc-link=\"https:\/\/offers.leaddesk.com\/5-megatrends-handbook\">lataa trendiraporttimme<\/a>. Ja kyll\u00e4, omnikanavaisuus todellakin on mukana raportissa!","text-script":"","unique_css_name":"","custom_css":""}]},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Omnikanavainen contact center p\u00e4hkin\u00e4nkuoressa \u2013 LeadDesk<\/title>\n<meta name=\"description\" content=\"Asiakaskokemuksen parantaminen ei ole vaikeaa. 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