{"id":730853,"date":"2022-10-06T11:00:10","date_gmt":"2022-10-06T11:00:10","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-hizmet-kanallari-tanim-turler-ve-ornekler\/"},"modified":"2023-04-24T18:09:14","modified_gmt":"2023-04-24T18:09:14","slug":"musteri-hizmet-kanallari-tanim-turler-ve-ornekler","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/tr\/musteri-hizmet-kanallari-tanim-turler-ve-ornekler\/","title":{"rendered":"M\u00fc\u015fteri Hizmet Kanallar\u0131: Tan\u0131m, T\u00fcrler ve \u00d6rnekler"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri eskiden neredeyse tamamen \u00e7a\u011fr\u0131 merkezleri arac\u0131l\u0131\u011f\u0131yla sa\u011flan\u0131rd\u0131. Yine de zaman i\u00e7inde geli\u015fti\u011fi i\u00e7in \u00e7e\u015fitli platformlar ve kanallar arac\u0131l\u0131\u011f\u0131yla sunulmaktad\u0131r. Her m\u00fc\u015fteri hizmetleri kanal\u0131 m\u00fc\u015fterilerin ihtiya\u00e7lar\u0131na farkl\u0131 \u015fekilde hitap eder.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hangi kanallarda destek sunaca\u011f\u0131n\u0131za karar verirken, m\u00fc\u015fterilerinizin \u015fu anda sizinle nas\u0131l ileti\u015fim kurdu\u011funu ve bir veya daha fazla yeni kanalla doldurmak istedi\u011finiz ileti\u015fim bo\u015fluklar\u0131n\u0131n nerede olabilece\u011fini g\u00f6z \u00f6n\u00fcnde bulundurman\u0131z \u00e7ok \u00f6nemlidir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri i\u00e7in hangi kanallar\u0131 sunuyorsunuz? Bir\u00e7ok ki\u015fi daha fazla kanala sahip olman\u0131n daha fazla m\u00fc\u015fteri hizmeti anlam\u0131na geldi\u011fini d\u00fc\u015f\u00fcn\u00fcr. Bu blog, m\u00fc\u015fteri hizmetleri kanallar\u0131n\u0131n t\u00fcrlerini tan\u0131mlayacak, a\u00e7\u0131klayacak ve \u00f6rnekler verecektir.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri kanallar\u0131 nelerdir?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri kanal\u0131, m\u00fc\u015fterilerinizle ileti\u015fim kurmak i\u00e7in kulland\u0131\u011f\u0131n\u0131z bir platformdur.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Tek kanall\u0131 m\u00fc\u015fteri deste\u011fi nispeten basittir. \u0130\u015flerin \u00e7o\u011fu burada ba\u015flar. M\u00fc\u015fterilerin sorun veya sorular\u0131yla ilgili olarak \u015firketle ileti\u015fime ge\u00e7mesinin tek bir yolu vard\u0131r. S\u0131kl\u0131kla, bu e-posta veya telefon deste\u011fi gerektirir. Ancak \u015firketiniz geni\u015fledik\u00e7e, \u015f\u00fcphesiz tek bir kanal\u0131 h\u0131zla a\u015ft\u0131\u011f\u0131n\u0131z\u0131 g\u00f6receksiniz.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bir\u00e7ok ki\u015fi yak\u0131nda telefon numaran\u0131z, e-posta adresiniz ve \u00e7evrimi\u00e7i SSS veya canl\u0131 sohbet yard\u0131m\u0131 dahil olmak \u00fczere ileti\u015fim bilgilerinizi arayacak. Do\u011fal olarak, bu a\u015famada \u00e7ok kanall\u0131 m\u00fc\u015fteri yard\u0131m\u0131na ge\u00e7meniz gerekecektir. \u00d6rne\u011fin, Facebook, Twitter veya Instagram&#8217;da varl\u0131k g\u00f6sterirseniz m\u00fc\u015fterileriniz muhtemelen destek i\u00e7in sizinle ileti\u015fime ge\u00e7ecektir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00c7ok kanall\u0131 hizmetiniz sayesinde art\u0131k m\u00fc\u015fterilerinizle daha fazla alanda ileti\u015fim kuruyorsunuz. Bunun avantaj\u0131, m\u00fc\u015fterilerinize yard\u0131mc\u0131 olmak i\u00e7in daha fazla f\u0131rsata sahip olman\u0131zd\u0131r, \u00e7\u00fcnk\u00fc onlarla bulunduklar\u0131 yerde bulu\u015fursunuz. Daha h\u0131zl\u0131 tepki verebiliyorsunuz. M\u00fc\u015fterilerin m\u00fc\u015fteri hizmetleri irtibat ki\u015filerini arama ihtiyac\u0131n\u0131 ortadan kald\u0131rarak onlara zaman kazand\u0131r\u0131r ve i\u015fletmenizle ileti\u015fime ge\u00e7melerini kolayla\u015ft\u0131r\u0131rs\u0131n\u0131z.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Giderek daha fazla i\u015fletme, m\u00fc\u015fterilerine \u00e7ok kanall\u0131 destek sa\u011flaman\u0131n ne kadar \u00f6nemli oldu\u011funun fark\u0131na var\u0131yor. Hiver&#8217;\u0131n son M\u00fc\u015fteri Hizmetleri K\u0131yaslama raporuna g\u00f6re, i\u015fletmelerin %60&#8217;\u0131 \u00fc\u00e7ten fazla kanalda m\u00fc\u015fteri deste\u011fi sa\u011fl\u0131yor.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri kanallar\u0131n\u0131n t\u00fcrleri<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Destek stratejinizi olu\u015ftururken en temel kanal t\u00fcrleriyle ba\u015flay\u0131n. Bunlar yard\u0131m alman\u0131n en yayg\u0131n yollar\u0131ndan baz\u0131lar\u0131d\u0131r. M\u00fc\u015fteriler ilk olarak onlara gidecek ve sizin orada olman\u0131z\u0131 bekleyecektir.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">Telefon:<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Telefonla yard\u0131m\u0131n avantajlar\u0131 \u00e7ok geni\u015ftir. Belirli bir grubun e-posta g\u00f6nderme veya bir chatbot ile sohbet etme konusunda kendilerini rahat hissetme olas\u0131l\u0131\u011f\u0131 daha d\u00fc\u015f\u00fckt\u00fcr. Bu nedenle, arama olas\u0131l\u0131klar\u0131 daha y\u00fcksektir.<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">\u00d6rne\u011fin, M\u00fc\u015fteri \u0130leti\u015fimi \u0130ncelemesine g\u00f6re, 56 ya\u015f \u00fcst\u00fc kat\u0131l\u0131mc\u0131lar\u0131n %36&#8217;s\u0131 tercih ettikleri ileti\u015fim y\u00f6ntemi olarak telefon g\u00f6r\u00fc\u015fmelerini se\u00e7erken, 40-55 ya\u015f aras\u0131 kat\u0131l\u0131mc\u0131lar bunu hemen arkas\u0131na yerle\u015ftiriyor. Telefon, gen\u00e7 n\u00fcfus aras\u0131nda bile %22 ile \u00fc\u00e7\u00fcnc\u00fc s\u0131rada yer al\u0131yor.<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">Faturaland\u0131rma ile ilgili sorular, banka i\u015flemleri ve sa\u011fl\u0131k uzmanlar\u0131yla yap\u0131lan sohbetler, telefon \u00fczerinden ger\u00e7ekle\u015ftirilebilecek daha g\u00fcvenli destek etkile\u015fimlerine \u00f6rnek olarak verilebilir.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">E-posta:<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><b>D\u00fcnya genelinde milyarlarca e-posta kullan\u0131c\u0131s\u0131 var.<\/b><span style=\"font-weight: 400;\">  Bunlar\u0131n hi\u00e7biri, di\u011fer m\u00fc\u015fteri hizmetleri kanal\u0131 olanaklar\u0131n\u0131n d\u00fczenli kullan\u0131m\u0131na k\u0131yasla olduk\u00e7a yayg\u0131n de\u011fildir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">E-posta, daha teknik olan veya ileri geri ileti\u015fim gerektiren, muhtemelen di\u011fer kanallara daha uygun olanlar gibi \u00e7e\u015fitli destek ihtiya\u00e7lar\u0131 i\u00e7in uygundur. E-posta, e\u015fzamans\u0131z ileti\u015fime olanak tan\u0131d\u0131\u011f\u0131 i\u00e7in m\u00fckemmeldir. S\u0131kl\u0131kla, tek bir m\u00fc\u015fteri destek temsilcisi ayn\u0131 anda birka\u00e7 g\u00f6r\u00fc\u015fmeyi idare edebilir.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">Sohbet:<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterilerin canl\u0131 sohbeti kullan\u0131rken bir telefon a\u011fac\u0131nda gezinmeleri veya bekletme m\u00fczi\u011fine katlanmalar\u0131 gerekmez, bu da hem e-posta hem de telefon yard\u0131m\u0131n\u0131n avantajlar\u0131n\u0131 sa\u011flar. Ayr\u0131ca, m\u00fc\u015fteriler e-posta deste\u011fi yoluyla alabileceklerinden \u00e7ok daha h\u0131zl\u0131 bir \u015fekilde yan\u0131t alabilirler.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">E\u011fer sunabiliyorsan\u0131z, \u00e7evrimi\u00e7i sohbet deste\u011fi \u00f6nemlidir. M\u00fc\u015fteri bir i\u015flemin ortas\u0131ndayken sorular\u0131 yan\u0131tlayan canl\u0131 bir ki\u015fi  <\/span><b>44%<\/b><span style=\"font-weight: 400;\"> 2010&#8217;un ba\u015flar\u0131nda bir \u015firketin sa\u011flayabilece\u011fi en \u00f6nemli unsurlardan biri olarak \u00e7evrimi\u00e7i al\u0131\u015fveri\u015f yapanlar\u0131n<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">Sosyal Medya:<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bir ara\u015ft\u0131rmaya g\u00f6re, kat\u0131l\u0131mc\u0131lar\u0131n %47&#8217;si m\u00fc\u015fteri hizmetleri taleplerine sosyal medya \u00fczerinden yan\u0131t veren firmalar hakk\u0131nda daha olumlu bir g\u00f6r\u00fc\u015fe sahip.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Aralar\u0131ndan se\u00e7im yapabilece\u011finiz \u00e7e\u015fitli sosyal medya platformlar\u0131 vard\u0131r. Hedef kitlenizin halihaz\u0131rda en aktif ve ilgili oldu\u011fu sosyal medya platformlar\u0131n\u0131 belirleyin. Kendinizi \u00e7ok say\u0131da platforma yaymak yerine bir varl\u0131k olu\u015fturun.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">O zaman, a\u015fa\u011f\u0131daki gibi olumlu \u015feyler g\u00f6sterebileceksiniz:  <\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">M\u00fc\u015fterilerin sizin hakk\u0131n\u0131zda s\u00f6yledikleri,  <\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Di\u011fer kullan\u0131c\u0131lar\u0131n sorular\u0131n\u0131 kamuya a\u00e7\u0131k olarak yan\u0131tlay\u0131n ve  <\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Birinci s\u0131n\u0131f m\u00fc\u015fteri hizmeti sunun.<\/span><\/li>\n<\/ol>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">Self servis:<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><b><i>En iyi m\u00fc\u015fteri hizmeti bazen hi\u00e7 dokunmamakt\u0131r.<\/i><\/b><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterilerin %74&#8217;\u00fc m\u00fcmk\u00fcn olan her durumda sorunlar\u0131n\u0131 kendileri \u00e7\u00f6zmeyi tercih ediyor. Yak\u0131n zamanda yap\u0131lan bir anket, kat\u0131l\u0131mc\u0131lar\u0131n %65&#8217;inin mobil uyumlu self-servis \u00e7evrimi\u00e7i portal sunan i\u015fletmeler hakk\u0131nda daha olumlu d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcn\u00fc ortaya koyarken, %90&#8217;\u0131 \u015firketlerin b\u00f6yle bir portal sunmas\u0131n\u0131 bekliyordu.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterilerinizi memnun etmenin bir yolu! Bunun say\u0131s\u0131z avantaj\u0131 vard\u0131r. M\u00fc\u015fteri hizmetleri personeliniz daha verimli \u00e7al\u0131\u015fabilir. Bilgi taban\u0131, s\u0131k ve tekrar eden talepleri azaltarak ekibinizin m\u00fc\u015fterilere daha zorlu sorunlarda yard\u0131mc\u0131 olmas\u0131n\u0131 sa\u011flar. Ayr\u0131ca, servis temsilcileriniz m\u00fcsait olmasa bile, yayg\u0131n t\u00fcketici sorunlar\u0131n\u0131 g\u00fcn\u00fcn her saati \u00e7\u00f6zebilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bunun say\u0131s\u0131z avantaj\u0131 vard\u0131r. M\u00fc\u015fteri hizmetleri personeliniz daha verimli \u00e7al\u0131\u015fabilir. Bilgi taban\u0131, s\u0131k ve tekrar eden talepleri azaltarak ekibinizin m\u00fc\u015fterilere daha zorlu sorunlarda yard\u0131mc\u0131 olmas\u0131n\u0131 sa\u011flar. Ayr\u0131ca, servis temsilcileriniz m\u00fcsait olmasa bile, yayg\u0131n t\u00fcketici sorunlar\u0131n\u0131 g\u00fcn\u00fcn her saati \u00e7\u00f6zebilir. M\u00fc\u015fterilerinizi memnun etmenin bir yolu!<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00dcr\u00fcn\u00fcn\u00fcz kapsaml\u0131 bir bilgi taban\u0131 gerektirecek kadar karma\u015f\u0131k veya teknik a\u00e7\u0131dan sofistike de\u011filse bir SSS b\u00f6l\u00fcm\u00fc ideal olabilir. Daha kapsaml\u0131 bir bilgi taban\u0131 olu\u015ftururken, SSS&#8217;ler de ba\u015flamak i\u00e7in harika bir yer olabilir.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">Sosyal a\u011flar ve forumlar:<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Yak\u0131n zamanda yap\u0131lan bir anket, \u00e7evrimi\u00e7i \u00fcr\u00fcn forumlar\u0131n\u0131n %71&#8217;inin m\u00fc\u015fterilere yard\u0131mc\u0131 olmak i\u00e7in yap\u0131ld\u0131\u011f\u0131n\u0131 ortaya koymu\u015ftur. M\u00fc\u015fteri hizmetleri i\u00e7in topluluklar\u0131 kullanman\u0131n faydalar\u0131 Topluluk Y\u00f6netiminin Durumu Raporu&#8217;nda \u00f6zetlenmi\u015ftir:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">&#8220;Kat\u0131l\u0131m, toplulu\u011fun bilgi ve de\u011ferine eri\u015fim sa\u011flayarak her \u00fcyenin ba\u015far\u0131s\u0131n\u0131 art\u0131r\u0131r. \u0130nsanlara i\u015flerinde yard\u0131mc\u0131 olmak sadakati te\u015fvik eder. Bireyleri yeni kavramlarla tan\u0131\u015ft\u0131r\u0131r, mal ve hizmetlerin kullan\u0131m\u0131n\u0131 te\u015fvik eder ve de\u011fi\u015fen ihtiya\u00e7lar\u0131 h\u0131zla vurgular. &#8220;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu nedenle, topluluk deste\u011fi sa\u011flamak, t\u00fcketicilerin \u00fcr\u00fcn hakk\u0131nda daha fazla bilgi edinmesine ve bunu ba\u015fkalar\u0131yla payla\u015fmas\u0131na olanak tan\u0131yarak destek personelinizin \u00fczerindeki taleplerin bir k\u0131sm\u0131n\u0131 hafifletebilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sorunlar\u0131 ve ge\u00e7ici \u00e7\u00f6z\u00fcmleri bir \u00e7al\u0131\u015fan\u0131n yapabilece\u011finden daha h\u0131zl\u0131 bir \u015fekilde ele al\u0131r ve kullan\u0131c\u0131lar aras\u0131nda sadakat ve topluluk duygusunu te\u015fvik eder.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Sonu\u00e7<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri kanallar\u0131, m\u00fc\u015fteri hizmetleri stratejinizin herkese uyan tek bir bile\u015feni de\u011fildir. Sahip oldu\u011funuz t\u00fcketici t\u00fcr\u00fcne, \u00fcr\u00fcn\u00fcn\u00fcze ve hatta personelinizin sa\u011flad\u0131\u011f\u0131 hizmet d\u00fczeyine ba\u011fl\u0131 olarak bir kanal\u0131 di\u011ferine tercih edebilirsiniz.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Tekliflerinizi geni\u015fletmeye karar verirseniz, m\u00fc\u015fterilerinizin ne istedi\u011fini ve rakiplerinizin neler sundu\u011funu g\u00f6z \u00f6n\u00fcnde bulundurun. Bu bilgiyle, nas\u0131l ilerleyece\u011finiz konusunda sa\u011flam bir fikriniz olmal\u0131d\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">QuestionPro, piyasadaki en sofistike m\u00fc\u015fteri deneyimi teknolojilerinden baz\u0131lar\u0131n\u0131 sunmaktad\u0131r. QuestionPro CX yaz\u0131l\u0131m\u0131n\u0131 kullanarak, art\u0131k t\u00fcketicilerinizin fikirleri ve duygular\u0131 hakk\u0131nda hayati bilgiler edinebilirsiniz.<\/span><\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <button>DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/button><br \/>\n<\/a>       <a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <button>\u00dcCRETS\u0130Z DENEME<\/button><br \/>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri hizmetleri eskiden neredeyse tamamen \u00e7a\u011fr\u0131 merkezleri arac\u0131l\u0131\u011f\u0131yla sa\u011flan\u0131rd\u0131. Yine de zaman i\u00e7inde geli\u015fti\u011fi i\u00e7in \u00e7e\u015fitli platformlar ve kanallar arac\u0131l\u0131\u011f\u0131yla [&hellip;]<\/p>\n","protected":false},"author":48,"featured_media":718957,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1192],"tags":[],"class_list":{"0":"post-730853","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-cx","8":"entry"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00fc\u015fteri Hizmet Kanallar\u0131: Tan\u0131m, T\u00fcrler ve \u00d6rnekler | QuestionPro<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri hizmetleri kanallar\u0131, m\u00fc\u015fterilerin m\u00fc\u015fteri yolculuklar\u0131 s\u0131ras\u0131nda bir i\u015fletmeyle ileti\u015fime ge\u00e7me yollar\u0131d\u0131r. 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