{"id":792828,"date":"2023-02-11T11:00:00","date_gmt":"2023-02-11T11:00:00","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-destegi-tanim-onem-surec-ipuclari\/"},"modified":"2023-05-19T17:40:56","modified_gmt":"2023-05-19T17:40:56","slug":"musteri-destegi-tanim-onem-surec-ipuclari","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/tr\/musteri-destegi-tanim-onem-surec-ipuclari\/","title":{"rendered":"M\u00fc\u015fteri Deste\u011fi: Tan\u0131m, \u00d6nem, S\u00fcre\u00e7 + \u0130pu\u00e7lar\u0131"},"content":{"rendered":"\n<p><a href=\"https:\/\/usqa.questionpro.com\/blog\/customer-service\/\">M\u00fc\u015fteri hizmetleri<\/a> her ge\u00e7en g\u00fcn de\u011fi\u015fiyor. Modern m\u00fc\u015fteri deste\u011fi geleneksel olandan daha hassast\u0131r. Art\u0131k bir i\u015fletmenin ayr\u0131 bir par\u00e7as\u0131 de\u011fildir. Bu art\u0131k i\u015fin ve \u015firketin genel k\u00fclt\u00fcr\u00fcn\u00fcn \u00f6nemli bir par\u00e7as\u0131d\u0131r.<\/p>\n\n<p>\u015eirketler, taklit edilmesi zor bir rekabet avantaj\u0131 elde etmek i\u00e7in \u00fcr\u00fcn ve hizmetlerinin bir par\u00e7as\u0131 olarak m\u00fc\u015fteri hizmetlerine daha fazla yat\u0131r\u0131m yap\u0131yor.<\/p>\n\n<p>M\u00fc\u015fteri deste\u011fi art\u0131k sadece destek taleplerini y\u00f6netmek, e-postalar\u0131 yan\u0131tlamak veya \u00e7a\u011fr\u0131lara cevap vermekten ibaret de\u011fil. Bu \u00e7evrimi\u00e7i ileti\u015fim \u00e7a\u011f\u0131nda, m\u00fc\u015fteri hizmetleri i\u015fletmelerin m\u00fc\u015fterilerini ki\u015fisel olarak tan\u0131malar\u0131n\u0131n bir yoludur.<\/p>\n\n<p>Bu blogda m\u00fc\u015fteri deste\u011finin ne oldu\u011funu, \u00f6nemini, s\u00fcrecini ve i\u015fletmeniz i\u00e7in baz\u0131 \u00f6nemli ipu\u00e7lar\u0131n\u0131 \u00f6\u011frenece\u011fiz.<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri deste\u011fi nedir?<\/h2>\n\n<p>M\u00fc\u015fteri deste\u011fi, bir \u015firketin \u00fcr\u00fcn ve hizmetlerini kullanan m\u00fc\u015fterilere teknik yard\u0131m sa\u011flayan farkl\u0131 bir i\u015flevdir. Bu terim genellikle m\u00fc\u015fterileri s\u00fcrekli teknik deste\u011fe ihtiya\u00e7 duyan karma\u015f\u0131k BT \u00e7\u00f6z\u00fcmleri sunan teknoloji ve SaaS \u015firketlerini tan\u0131mlamak i\u00e7in kullan\u0131l\u0131r.<\/p>\n\n<p>M\u00fc\u015fteri deste\u011finin temel amac\u0131, ilk temas s\u0131ras\u0131nda m\u00fc\u015fterilerin i\u015fe ba\u015flamalar\u0131na ve g\u00fcnl\u00fck sorunlar\u0131n\u0131 \u00e7\u00f6zmelerine yard\u0131mc\u0131 olmakt\u0131r. M\u00fc\u015fterilere zaman kazand\u0131r\u0131r ve daha iyi <a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\">m\u00fc\u015fteri memnuniyetini<\/a> te\u015fvik ederken yeni \u00f6zellikler veya \u00fcr\u00fcnler hakk\u0131nda bilgi edinmelerine yard\u0131mc\u0131 olur.<\/p>\n\n<p>\u0130yi bir destek temsilcisi, \u015firketin \u00fcr\u00fcn ve hizmet portf\u00f6y\u00fcn\u00fc anlar ve bu konuda teknik bilgiye sahiptir. M\u00fc\u015fteri deste\u011fi sab\u0131r, a\u00e7\u0131kl\u0131k ve k\u0131sal\u0131k gerektirdi\u011finden, m\u00fc\u015fteri destek ekibi ayn\u0131 zamanda m\u00fckemmel dinleme ve konu\u015fma becerilerine sahip olmal\u0131d\u0131r.<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri deste\u011finin \u00f6nemi<\/h2>\n\n<p>M\u00fc\u015fteri deste\u011fi, m\u00fc\u015fterileriniz ile \u015firketiniz aras\u0131ndaki do\u011frudan ba\u011flant\u0131d\u0131r. M\u00fc\u015fterileri tutar ve onlardan daha fazla de\u011fer elde eder. \u015eimdi, m\u00fc\u015fteri hizmetlerinin i\u015fletmeniz i\u00e7in neden \u00f6nemli oldu\u011funu tart\u0131\u015faca\u011f\u0131z:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>M\u00fc\u015fteri veya m\u00fc\u015fteri deste\u011fi, m\u00fc\u015fteri g\u00fcveni ve m\u00fc\u015fteri <a href=\"https:\/\/usqa.questionpro.com\/blog\/tr\/musteri-sadakati-nedir-ve-nasil-elde-edilir\/\">sadakati<\/a> olu\u015fturmaya yard\u0131mc\u0131 oldu\u011fu i\u00e7in her i\u015fletme i\u00e7in \u00f6nemlidir. \u0130nsanlar\u0131n h\u0131zl\u0131 ve kolay hizmet bekledi\u011fi dijital \u00e7a\u011f\u0131m\u0131zda bu \u00e7ok \u00f6nemlidir. Bir m\u00fc\u015fterinin bir sorunu ya da sorusu oldu\u011funda, bu sorunun \u00e7\u00f6z\u00fcm\u00fcnde kendisine yard\u0131mc\u0131 olacak birinin orada oldu\u011funu bilmek ister.<\/li>\n\n\n\n<li>G\u00fc\u00e7l\u00fc bir m\u00fc\u015fteri destek sistemi, bir i\u015fletmenin m\u00fc\u015fteri hizmetlerine de\u011fer verdi\u011fini g\u00f6stererek rakiplerinden s\u0131yr\u0131lmas\u0131na yard\u0131mc\u0131 olabilir. Ayr\u0131ca bir i\u015fletmenin m\u00fc\u015fterilerini elinde tutmas\u0131na da yard\u0131mc\u0131 olabilir \u00e7\u00fcnk\u00fc mutlu m\u00fc\u015fterilerin \u015firkette kalma olas\u0131l\u0131\u011f\u0131 daha y\u00fcksektir.<\/li>\n\n\n\n<li>Hizmet, bir \u015firketin \u00fcr\u00fcnleri veya hizmetleri hakk\u0131nda ayd\u0131nlat\u0131c\u0131 geri bildirimler sunabilir. Bir \u015firketin m\u00fc\u015fterilerinin hangi sorun veya sorunlarla kar\u015f\u0131 kar\u015f\u0131ya oldu\u011funu anlamas\u0131na ve bunlar\u0131 \u00e7\u00f6zmesine yard\u0131mc\u0131 olabilir. Genel m\u00fc\u015fteri deneyimini iyile\u015ftirebilir ve daha fazla sat\u0131\u015fa yol a\u00e7abilir.<\/li>\n<\/ul>\n\n<p>Genel olarak, m\u00fc\u015fteri deste\u011fi \u00f6nemlidir \u00e7\u00fcnk\u00fc m\u00fc\u015fteri g\u00fcveni ve sadakati olu\u015fturabilir, m\u00fc\u015fteri deneyimini iyile\u015ftirebilir ve bir i\u015fletmeyi ba\u015far\u0131l\u0131 k\u0131labilir.<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri destek s\u00fcreci<\/h2>\n\n<p>M\u00fc\u015fteri destek s\u00fcreci, m\u00fc\u015fterilere yard\u0131mc\u0131 olmak i\u00e7in yap\u0131lmas\u0131 gereken her \u015feyin toplam\u0131d\u0131r. Bir m\u00fc\u015fterinin bir temsilciyi aramas\u0131yla ba\u015flayan, bilgi toplama ve yard\u0131m verme ile biten farkl\u0131 ad\u0131mlar\u0131 vard\u0131r.<\/p>\n\n<p>Burada m\u00fc\u015fteri hizmetleri s\u00fcrecini baz\u0131 temel ad\u0131mlarla inceleyece\u011fiz:<\/p>\n\n<h3 class=\"wp-block-heading\">Ad\u0131m 01: \u0130leti\u015fim<\/h3>\n\n<p>M\u00fc\u015fteri deste\u011fi verme s\u00fcrecinin ilk ad\u0131m\u0131d\u0131r. Her destek talebinin, bir m\u00fc\u015fterinin yard\u0131m istemek i\u00e7in \u015firketi aramas\u0131yla ba\u015flad\u0131\u011f\u0131n\u0131 g\u00f6steriyor.<\/p>\n\n<h3 class=\"wp-block-heading\">Ad\u0131m 02: Dinleyin<\/h3>\n\n<p>Bir m\u00fc\u015fteri bir \u015firketle ileti\u015fime ge\u00e7ti\u011finde, destek temsilcisinin bir \u00e7\u00f6z\u00fcm stratejisi geli\u015ftirmeden \u00f6nce s\u00f6yleyeceklerini veya kar\u015f\u0131la\u015ft\u0131klar\u0131 sorunu dikkatle dinlemesini bekler.<\/p>\n\n<h3 class=\"wp-block-heading\">Ad\u0131m 03: \u00c7\u00f6z\u00fcm stratejisi<\/h3>\n\n<p>M\u00fc\u015fterilerin s\u00f6ylediklerini dinledikten sonra \u00e7\u00f6z\u00fcm stratejisine ge\u00e7melisiniz. Bu ad\u0131mda, m\u00fc\u015fterilere yard\u0131mc\u0131 olman\u0131n en iyi yolunu bulman\u0131z gerekir.<\/p>\n\n<h3 class=\"wp-block-heading\">Ad\u0131m 04: Sorun \u00e7\u00f6zme<\/h3>\n\n<p>M\u00fc\u015fterinin sorununu dinledikten ve bir \u00e7\u00f6z\u00fcm stratejisi geli\u015ftirdikten sonraki a\u015fama, sorunu \u00e7\u00f6zmektir.<\/p>\n\n<h3 class=\"wp-block-heading\">Ad\u0131m 05: Veda<\/h3>\n\n<p>M\u00fc\u015fterileri mutlu etmek ve sorun \u00e7\u00f6z\u00fcld\u00fc\u011f\u00fcnde olumlu bir izlenim b\u0131rakmak \u00e7ok \u00f6nemlidir. \u015e\u00fckran G\u00fcn\u00fc bunun i\u00e7in en iyi se\u00e7enek olabilir.<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri deste\u011fi i\u00e7in baz\u0131 \u00f6nemli ipu\u00e7lar\u0131<\/h2>\n\n<p>M\u00fc\u015fteri deste\u011fi, m\u00fc\u015fterilerin hayat\u0131n\u0131 kolayla\u015ft\u0131rmay\u0131 ama\u00e7lar. Herkesin m\u00fcmk\u00fcn olan en iyi m\u00fc\u015fteri hizmetini almas\u0131n\u0131 sa\u011flamak i\u00e7in vard\u0131r. Temel amac\u0131, m\u00fc\u015fterilerin bir \u00fcr\u00fcn veya hizmeti h\u0131zl\u0131 bir \u015fekilde kullanabilmeleri ve bir marka ile i\u015f yapmaktan en iyi \u015fekilde yararlanabilmeleri i\u00e7in sorunlar\u0131 \u00e7\u00f6zmektir.<\/p>\n\n<p>M\u00fc\u015fteri hizmetleri i\u00e7in en iyi ipu\u00e7lar\u0131ndan baz\u0131lar\u0131 \u015funlard\u0131r:<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>7\/24 eri\u015filebilirlik<\/strong><\/li>\n<\/ul>\n\n<p>Destek hi\u00e7bir zaman vardiyaya dayal\u0131 bir i\u015f de\u011fildir. \u0130ster a\u00e7\u0131k olun ister ma\u011fazan\u0131z o g\u00fcn i\u00e7in kapal\u0131 olsun, destek her zaman a\u00e7\u0131k olmal\u0131d\u0131r. Sonu\u00e7ta, m\u00fc\u015fteriler haftan\u0131n yedi g\u00fcn\u00fc, g\u00fcn\u00fcn 24 saati hizmete ihtiya\u00e7 duyuyor ve g\u00fcn\u00fcm\u00fcz teknolojisiyle bundan ka\u00e7\u0131namazs\u0131n\u0131z.<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>\u00c7oklu kanal<\/strong><\/li>\n<\/ul>\n\n<p>M\u00fc\u015fteriler se\u00e7eneklere sahip olmaktan ho\u015flan\u0131r. Mevcut \u00e7e\u015fitli destek kanallar\u0131ndan herhangi biri arac\u0131l\u0131\u011f\u0131yla \u015firketle ileti\u015fime ge\u00e7ebilirler. Bu nedenle, \u00e7ok kanall\u0131 bir m\u00fc\u015fteri deneyimi i\u00e7in planlama yapmak ve h\u0131zl\u0131, verimli hizmeti garanti etmek \u00e7ok \u00f6nemlidir.<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Ki\u015fiselle\u015ftirme<\/strong><\/li>\n<\/ul>\n\n<p>Ki\u015fiselle\u015ftirilmi\u015f destek, m\u00fc\u015fteri ili\u015fkilerini geli\u015ftirebilir ve \u015firketin m\u00fc\u015fterilerine de\u011fer verdi\u011fini g\u00f6sterebilir. Sohbet robotlar\u0131 ve canl\u0131 sohbet robotlar\u0131 gibi teknolojilerin geli\u015ftirilmesi, m\u00fc\u015fteri hizmetlerini \u00f6zelle\u015ftirmeyi ve m\u00fc\u015fterileri memnun etmeyi kolayla\u015ft\u0131rd\u0131.<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>H\u0131zl\u0131 yan\u0131tlar<\/strong><\/li>\n<\/ul>\n\n<p>M\u00fc\u015fteriler h\u0131zl\u0131 ve kolay hizmet ister, bu nedenle sorular\u0131 ve talepleri m\u00fcmk\u00fcn olan en k\u0131sa s\u00fcrede yan\u0131tlamak \u00f6nemlidir. Bu, e-posta, telefon veya sosyal medya gibi \u00e7e\u015fitli yollarla yap\u0131labilir. H\u0131zl\u0131 yan\u0131t, m\u00fc\u015fteri deste\u011finin en iyi uygulamalar\u0131ndan biridir.<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Proaktif yakla\u015f\u0131m<\/strong><\/li>\n<\/ul>\n\n<p>M\u00fc\u015fteri ihtiya\u00e7lar\u0131n\u0131z\u0131 sorun olarak ortaya \u00e7\u0131kmadan \u00f6nce belirleyin ve kar\u015f\u0131lay\u0131n. \u0130htiya\u00e7 duyuldu\u011funda proaktif olarak de\u011fer sa\u011flamak, bir i\u015fletmenin ba\u015far\u0131l\u0131 olmas\u0131n\u0131 sa\u011flar. M\u00fc\u015fterilere, s\u0131k kar\u015f\u0131la\u015f\u0131lan sorunlardan veya zorluklardan ka\u00e7\u0131nmalar\u0131n\u0131 sa\u011flayan ara\u00e7lara veya bilgilere eri\u015fim sa\u011flamay\u0131 i\u00e7erebilir.<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>S\u00fcrekli iyile\u015ftirme<\/strong><\/li>\n<\/ul>\n\n<p>M\u00fc\u015fterilere nas\u0131l yard\u0131mc\u0131 oldu\u011funuzu d\u00fc\u015f\u00fcnmek i\u00e7in zaman ay\u0131r\u0131n ve kendinizi geli\u015ftirmenin yollar\u0131n\u0131 bulun. Bunu yapmak i\u00e7in m\u00fc\u015fteri geri bildirimlerini toplay\u0131p inceleyebilir, \u00e7al\u0131\u015fanlar\u0131n\u0131z\u0131 e\u011fitebilir veya yeni teknolojileri uygulamaya koyabilirsiniz.<\/p>\n\n<h2 class=\"wp-block-heading\">Sonu\u00e7<\/h2>\n\n<p>M\u00fc\u015fterilerin bir \u015firket veya \u00fcr\u00fcnle iyi bir deneyim ya\u015famas\u0131n\u0131 sa\u011flamak i\u00e7in iyi bir m\u00fc\u015fteri deste\u011fine sahip olmak \u00f6nemlidir. Kesin ve do\u011fru bilgi vererek, m\u00fc\u015fteri sorular\u0131na ve \u015fikayetlerine h\u0131zl\u0131 bir \u015fekilde yan\u0131t vererek ve yard\u0131mc\u0131 \u00e7\u00f6z\u00fcmler sunarak ba\u015far\u0131labilir.  <\/p>\n\n<p>Etkili m\u00fc\u015fteri deste\u011fi, m\u00fc\u015fteri g\u00fcveni ve sadakati olu\u015fturmaya yard\u0131mc\u0131 olur ve ayr\u0131ca bir \u015firketin genel ba\u015far\u0131s\u0131na katk\u0131da bulunur.<\/p>\n\n<p>\u015eirketler, m\u00fc\u015fteri istek ve beklentilerini kar\u015f\u0131lamak i\u00e7in m\u00fc\u015fteri destek s\u00fcre\u00e7lerini d\u00fczenli olarak analiz etmeli ve geli\u015ftirmelidir.<\/p>\n\n<p>\u015eimdi s\u0131ra m\u00fc\u015fteri deste\u011finizi geli\u015ftirmeye geldi. Bunu yapmak i\u00e7in m\u00fc\u015fterilerinizin \u00fcr\u00fcn\u00fcn\u00fcz veya hizmetiniz hakk\u0131nda ne d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcn\u00fc ve destek ekibinizle ba\u011flant\u0131 kurarken ya\u015fad\u0131klar\u0131 s\u0131k\u0131nt\u0131lar\u0131 bilmeniz gerekir.<\/p>\n\n<p>QuestionPro, m\u00fc\u015fterinizi daha iyi tan\u0131man\u0131za yard\u0131mc\u0131 olabilecek eksiksiz bir anket platformudur. M\u00fc\u015fteri hizmetlerinizin nerede eksik oldu\u011funu anlaman\u0131za ve m\u00fc\u015fteri deste\u011fini iyile\u015ftirmek i\u00e7in ad\u0131mlar atman\u0131za yard\u0131mc\u0131 olabilir.<\/p>\n\n<p>Genel olarak anketler, i\u015fletmelerin geri bildirim alarak, nereleri geli\u015ftirebileceklerini belirleyerek ve m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7erek m\u00fc\u015fteri hizmetlerini iyile\u015ftirmeleri i\u00e7in harika bir yol olabilir.<\/p>\n\n<p>QuestionPro&#8217;yu bug\u00fcn deneyin!<\/p>\n\n<p><\/p><p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/cx-reputation\/\" target=\"_blank\" rel=\"noopener\">\n  <button>DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/button>\n<\/a>       <a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=blog\" target=\"_blank\" rel=\"noopener\">\n  <button>\u00dcCRETS\u0130Z DENEME<\/button>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri hizmetleri her ge\u00e7en g\u00fcn de\u011fi\u015fiyor. Modern m\u00fc\u015fteri deste\u011fi geleneksel olandan daha hassast\u0131r. Art\u0131k bir i\u015fletmenin ayr\u0131 bir par\u00e7as\u0131 de\u011fildir. [&hellip;]<\/p>\n","protected":false},"author":51,"featured_media":779027,"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-792828","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 Deste\u011fi: Tan\u0131m, \u00d6nem, S\u00fcre\u00e7 + \u0130pu\u00e7lar\u0131<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri deste\u011fi, \u015firketin \u00fcr\u00fcnlerini veya hizmetlerini kullan\u0131rken m\u00fc\u015fterilere teknik konularda yard\u0131mc\u0131 olur. 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