{"id":14943,"date":"2022-11-23T09:00:14","date_gmt":"2022-11-23T08:00:14","guid":{"rendered":"https:\/\/www.topdesk.mom\/da\/?p=14943"},"modified":"2025-01-08T14:34:57","modified_gmt":"2025-01-08T13:34:57","slug":"hvad-it-afdelinger-kan-laere-af-b2c-organisationer","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/da\/blog\/hvad-it-afdelinger-kan-laere-af-b2c-organisationer\/","title":{"rendered":"Kundetilfredshed: Hvad it-afdelinger kan l\u00e6re af B2C-organisationer"},"content":{"rendered":"

Betal med Apple eller Google Pay p\u00e5 din telefon. Fuldautomatiske butikker uden kassemedarbejdere. Smarte spejle i butikker, der lader dig pr\u00f8ve t\u00f8j virtuelt. Dagligvarer leveret til din hovedd\u00f8r p\u00e5 mindre end 10 minutter. Dette er blot nogle f\u00e5 eksempler p\u00e5 fantastiske kundeoplevelser, der bliver leveret af \u200b\u200bB2C (business-to-consumer) organisationer.<\/strong><\/p>\n

3 m\u00e5der it-afdelinger kan \u00f8ge kundetilfredsheden p\u00e5<\/h2>\n

Men hvorfor skulle du bekymre dig og de gode B2C kundeoplevelser? For it-afdelinger har intet til f\u00e6lles med B2C-organisationer, vel?<\/p>\n

T\u00e6nk igen.<\/p>\n

Ved f\u00f8rste \u00f8jekast kan det virke som din it-afdeling er mil v\u00e6k fra en gennemsnitlig B2C-organisation. Men de er mere ens, end du tror.<\/p>\n

T\u00e6nk over det: alle dine kunder er ogs\u00e5 B2C-kunder. De har alle haft gode B2C-kundeoplevelser. Det er derfor ingen overraskelse, at de er kommet til at forvente den samme problemfrie, personlige oplevelse fra dine services. Efterh\u00e5nden som kundeoplevelsen forbedres i B2C-verdenen, stiger kundernes forventninger til it services ogs\u00e5.<\/p>\n

L\u00f8sningen? it-afdelinger skal t\u00e6nke mere som B2C-organisationer.<\/p>\n

S\u00e5dan g\u00f8r du:<\/p>\n

1. Giv omnichannel support<\/h3>\n

Hvordan kan dine kunder kontakte din it-afdeling? Skal de e-maile eller ringe til dig? Eller endda g\u00e5 hen til it-serviceskranken for at f\u00e5 hj\u00e6lp? Dette duer ikke l\u00e6ngere.<\/p>\n

Kunder er vant til at interagere med B2C-organisationer p\u00e5 tv\u00e6rs af flere platforme, herunder organisationens hjemmeside, sociale medier, chat og e-mail. Og de forventer det samme af din it-afdeling.<\/p>\n

Med omnichannel support<\/a> kan dine kunder kontakte din afdeling, hvordan og hvorn\u00e5r det passer dem. Uanset om de bruger WhatsApp, Skype, Microsoft Teams eller foretr\u00e6kker e-mail eller chat, kan alle deres problemer og sp\u00f8rgsm\u00e5l h\u00e5ndteres \u00e9t sted, hvilket skaber en problemfri omnichannel-kundeoplevelse, ligesom de er vant til i B2B.<\/p>\n

2. Start kortl\u00e6gningen af din kunderejse<\/h3>\n

“Kend din kunde” er den vigtigste regel for B2C marketing. Og med god grund. Men at unders\u00f8ge kunderne b\u00f8r ikke v\u00e6re begr\u00e6nset til B2C-organisationer alene.<\/p>\n

N\u00e5r du udvikler en dyb forst\u00e5else af dine kunder, kan du skabe en kundeoplevelse, der er skr\u00e6ddersyet til deres specifikke \u00f8nsker, behov og problemer. Jo mere relevant du g\u00f8r dine services, jo mere vil dine kunder bruge og v\u00e6rds\u00e6tte dem.<\/p>\n

Men hvordan l\u00e6rer du dine kunder at kende?<\/p>\n

Start med en kortl\u00e6gning af din kunderejse<\/a>.<\/p>\n

En s\u00e5dan kortl\u00e6gning lader dig tr\u00e6de ind i dine kunders sted, og dermed ser du, hvad de oplever, n\u00e5r de anmoder om en service fra din afdeling. Hvor nemt er det f.eks. at anmode om en ny b\u00e6rbar? Hvordan er dine kunders interaktion med din afdeling? N\u00e5r de henter deres b\u00e6rbare computer, er alt s\u00e5 sat op og klar til at brug? Og hvor nemt kan kunderne kontakte din afdeling, n\u00e5r de har sp\u00f8rgsm\u00e5l?<\/p>\n

En kortl\u00e6gning af kunderejsen besvarer disse sp\u00f8rgsm\u00e5l, og giver dig indsigt i de st\u00f8rste forbedringer og nemmeste gevinster, n\u00e5r det kommer til kundeoplevelsen.<\/p>\n

3. Invest\u00e9r i selvbetjening<\/h3>\n

Dine kunder har mere travlt end nogensinde, og det ved B2C-organisationer. Det er derfor, de designer kundeoplevelser, der g\u00f8r deres kunder i stand til at tr\u00e6ffe beslutninger efter deres egen tidsplan. (T\u00e6nk f.eks. p\u00e5, at kunder kan v\u00e6lge deres eget tidspunkt for en levering).<\/p>\n

Det samme kan din it-afdeling g\u00f8re med selvbetjening<\/a>. Selvbetjening giver dine kunder mulighed for at finde svar p\u00e5 deres problemer \u2013 uanset om det er i eller uden for kontortiden.<\/p>\n

Dette g\u00f8r livet meget lettere for dine kunder. Faktisk siger 67 % af forbrugerne, at de foretr\u00e6kker selvbetjening frem for at tale med en virksomhedsrepr\u00e6sentant.<\/p>\n

Start med at oprette svar p\u00e5 ofte stillede sp\u00f8rgsm\u00e5l, s\u00e5 de er let tilg\u00e6ngelige for dine kunder. Eksempelvis: Hvordan logger jeg p\u00e5 virksomhedens WiFi? Hvordan indstiller jeg et automatisk out-of-office-svar? Og hvordan forbinder jeg min b\u00e6rbare computer til en printer?<\/p>\n

G\u00f8r din it-afdeling mere kundefokuseret<\/h4>\n

Vil du vide mere om, hvordan du forbedrer din kundeoplevelse? Vi har skrevet en e-bog om netop dette! Download vores gratis kundeorienterede e-bog<\/a> og f\u00e5 uvurderlige tips og tricks, der f\u00e5r dine services til at skille sig ud.<\/p>\n","protected":false},"excerpt":{"rendered":"

Betal med Apple eller Google Pay p\u00e5 din telefon. Fuldautomatiske butikker uden kassemedarbejdere. Smarte spejle i butikker, der lader dig pr\u00f8ve t\u00f8j virtuelt. Dagligvarer leveret til din hovedd\u00f8r p\u00e5 mindre end 10 minutter. Dette er blot nogle f\u00e5 eksempler p\u00e5 fantastiske kundeoplevelser, der bliver leveret af \u200b\u200bB2C (business-to-consumer) organisationer. 3 m\u00e5der it-afdelinger kan \u00f8ge kundetilfredsheden<\/p>\n","protected":false},"author":379,"featured_media":14946,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-14943","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":17394,"blog_hubspot_cta_link":{"title":"Download vores kundeorienteret e-bog","url":"https:\/\/www.topdesk.mom\/da\/e-boeger\/kundeorienteret-servicedesk\/","target":""},"toc_display":"full","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nDerfor kan it l\u00e6re noget om kundetilfredshed af B2C-organisationer<\/title>\n<meta name=\"description\" content=\"Hvordan kan du bedst muligt optimere din kundetilfredshed? 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