CX Listening by Wavemaker and Datalyze
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2. There are many possible user intents beyond just transactional, navigational and informational. Identifying intent shifts is important during core updates. Sites may need to optimize for new intents through different content types and sections.
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CX Listening by Wavemaker and Datalyze
- 1. SOCIAL LISTENING ALAPÚ CX MEGOLDÁSOK AZ ÜGYFÉLKÖZPONTÚBB SERVICE DESIGN SZOLGÁLATÁBAN
- 2. Az a problémánk, ha nincs problémánk
- 3. Pain point social listening CX Listening Audit Consultancy CX Listening based Complaint Handling Rule Book CX Listening Alert service CX Journey Mapping
- 4. CX Listening alapú feltáró kutatás PÉLDA - KÖLTÖZÉS
- 5. CX Listening alapú feltáró kutatás Kvalitatív elmélyítés Eredmények kvantifikálása (CAWI) Márka saját adatainak bevonása (CC, BI) CX Listening Audit Consultancy CX Listening based Complaint Handling Rule Book CX Listening Alert service CX Journey Mapping Javaslat a feltárt problémák/lehetőségek kezelésére (SD
- 6. CX Listening alapú panaszkezelés PÉLDA - SZOLGÁLTATÁS PAINEK 17.612 Említés alapján 10.442 Említés alapján
- 7. CX Listening alapú panaszkezelés Milyen tipikus panaszkodók / panaszok léteznek? Mi húzódik ezek hátterében? Milyen módon érdemes kezelni / megelőzni ezeket? CX Listening Audit Consultancy CX Listening based Complaint Handling Rule Book CX Listening Alert service CX Journey Mapping Javaslatok a megfelelően szegmentált problémakezeléshez
- 8. CX Listening alapú monitoring PÉLDA - TERMÉKBEVEZETÉS ● ● ● ● ● ● ő
- 9. CX Listening alapú monitoring CX Listening Audit Consultancy CX Listening based Complaint Handling Rule Book CX Listening Alert service CX Journey Mapping Márka CX specifikus corpus alapján Havi jelentés kontextus elemzéssel Azonnali riasztás kritikus helyzetekben Előrejelzés, visszamérés, pain trendek
- 10. CX Listening alapú journey mapping PÉLDA - KÖLTÖZÉS Bejelentéstől a szerelő érkezéséig tájékozódás bejelentés beszerelés használat KÖLTÖZÉS ELŐFIZETÉSSEL ● Nem tudnak időpontot adni ● Nem hívják vissza az időponttal ● Nyomtalanul törlődik a kérése ● Törlődik az időpont és emiatt nem jön szerelő ● Az online bejelentőform rosszul rögzül, a szerelő nem jön ● Az ügyfélszolgálaton elfelejtik leadni a szerelőnek az időpontot ● A megbeszélt időpontban nem jelenik meg szerelő ● A szerelő nem a megbeszélt időpontban jelenik meg ● A szerelő rossz címre megy
- 11. CX Listening Audit Consultancy CX Listening based Complaint Handling Rule Book CX Listening Alert service CX Journey Mapping tájékozódás bejelentés beszerelés használattájékozódás JOURNEY ÁLLOMÁSOK JOURNEY TOUCHPOINTOK ÉRZELMI AROUSAL MOTIVÁCIÓK GONDOLATOK KÉRDÉSEK CX Listening alapú journey mapping PÉLDA - KÖLTÖZÉS
- 12. KÖSZÖNJÜK A FIGYELMET! cxlistening.wavemaker.hu Sütő Anna anna.suto@datalyze.eu Csepregi Dániel daniel.csepregi@wmglobal.com Havasi Zoltán zoltan.havasi@wmglobal.com