{"id":17503,"date":"2019-06-05T07:58:36","date_gmt":"2019-06-05T05:58:36","guid":{"rendered":"https:\/\/www.topdesk.mom\/hu\/?p=17503"},"modified":"2024-09-12T15:41:29","modified_gmt":"2024-09-12T13:41:29","slug":"erintkezesi-pontok-az-ugyfeluton","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/hu\/blog\/erintkezesi-pontok-az-ugyfeluton\/","title":{"rendered":"Hogyan azonos\u00edtsuk az \u00fcgyf\u00e9l\u00fat k\u00fcl\u00f6nb\u00f6z\u0151 \u00e9rintkez\u00e9si pontjait?"},"content":{"rendered":"<p>Ha elgondolkodt\u00e1l m\u00e1r azon, hogyan n\u00f6velhetn\u00e9d az \u00fcgyf\u00e9lel\u00e9gedetts\u00e9get vagy az IT-r\u00e9szleg meg\u00edt\u00e9l\u00e9s\u00e9t, mi\u00e9rt nem pr\u00f3b\u00e1lod ki az \u00fcgyf\u00e9l\u00fat felt\u00e9rk\u00e9pez\u00e9s\u00e9t? Az \u00fcgyfeleknek ny\u00fajtott szolg\u00e1ltat\u00e1sok felt\u00e9rk\u00e9pez\u00e9se sz\u00e9lesebb n\u00e9z\u0151pontot ad, \u00e9s seg\u00edt jav\u00edtani a felhaszn\u00e1l\u00f3i \u00e9lm\u00e9nyt \u00e9s az \u00fcgyf\u00e9lel\u00e9gedetts\u00e9get. M\u00e1r t\u00f6bb blogot is \u00edrtunk arr\u00f3l, hogyan t\u00e9rk\u00e9pezd fel a k\u00fcl\u00f6nf\u00e9le \u00e9rintkez\u00e9si pontokat. De mik is sz\u00e1m\u00edtanak val\u00f3j\u00e1ban egy \u00fcgyf\u00e9l \u00e9rintkez\u00e9si pontjainak?<\/p>\n<h3>Mit jelent az \u00fcgyf\u00e9l\u00fat felt\u00e9rk\u00e9pez\u00e9se?<\/h3>\n<p>Az \u00fcgyf\u00e9l\u00fat elk\u00e9sz\u00edt\u00e9se a szolg\u00e1ltat\u00e1sok \u00e1ttekint\u00e9s\u00e9t jelenti az \u00fcgyf\u00e9l szemsz\u00f6g\u00e9b\u0151l. Ehhez csak annyit kell tenned, hogy l\u00e9trehozol n\u00e9h\u00e1ny felhaszn\u00e1l\u00f3i persz\u00f3n\u00e1t, amelyek t\u00fckr\u00f6zik a tipikus \u00fcgyfeleidet. Ez lehet\u0151s\u00e9get ad a k\u00fcl\u00f6nb\u00f6z\u0151 perspekt\u00edv\u00e1k meg\u00e9rt\u00e9s\u00e9re \u2013 egyszer\u0171, de nagyszer\u0171, ugye? Amint elk\u00e9sz\u00fclt\u00e9l a profilokkal, az \u00e9rintkez\u00e9si pontok \u00e9s a k\u00fcl\u00f6nb\u00f6z\u0151 tapasztalatok felt\u00e9rk\u00e9pez\u00e9se sokkal k\u00f6nnyebb lesz.<br \/>\n\u201eA legboldogtalanabb \u00fcgyfelek azok, akik a legjobb lehet\u0151s\u00e9get jelentik a fejl\u0151d\u00e9sre.\u201d \u2013 Bill Gates<\/p>\n<p><a href=\"https:\/\/www.topdesk.mom\/hu\/blog\/munkavallaloi-elmeny\/ugyfelutvonalaz-ugyfelut-felterkepezese-1-resz\" target=\"_new\" rel=\"noopener\">Olvass t\u00f6bbet az \u00fcgyf\u00e9lutakr\u00f3l itt!<\/a><\/p>\n<h3>Besz\u00e9lj\u00fcnk az \u00fcgyf\u00e9l\u00fat \u00e9rintkez\u00e9si pontjair\u00f3l<\/h3>\n<p>\u00c9rintkez\u00e9si pontnak sz\u00e1m\u00edt minden olyan interakci\u00f3, ami az \u00fcgyf\u00e9l \u00e9s a v\u00e1llalkoz\u00e1s k\u00f6z\u00f6tt t\u00f6rt\u00e9nik, a kezdeti kapcsolatfelv\u00e9telt\u0151l eg\u00e9szen a megold\u00e1sig. Az \u00fcgyf\u00e9lutak felt\u00e9rk\u00e9pez\u00e9sekor el\u0151sz\u00f6r csak egy olyan utat v\u00e1lassz, amely a k\u00f6vetkez\u0151ket tartalmazza:<\/p>\n<ul>\n<li>Emailek<\/li>\n<li>Telefonh\u00edv\u00e1sok<\/li>\n<li>V\u00e1rakoz\u00e1si id\u0151k<\/li>\n<li>B\u00e1rmely egy\u00e9b interakci\u00f3, ami k\u00f6zted \u00e9s az \u00fcgyfeled k\u00f6z\u00f6tt zajlik<\/li>\n<\/ul>\n<p>Minden interakci\u00f3 hozz\u00e1ad az \u00fcgyf\u00e9l\u00fathoz, \u00e9s mindegyik \u00e9rintkez\u00e9si pont kulcsszerepet j\u00e1tszik az \u00fcgyf\u00e9lel\u00e9gedetts\u00e9g alakul\u00e1s\u00e1ban. Vedd figyelembe az \u00f6sszes lehets\u00e9ges kapcsol\u00f3d\u00e1si pontot, \u00e9s azt is, hogyan \u00e9rzi mag\u00e1t az \u00fcgyf\u00e9l az adott interakci\u00f3 sor\u00e1n. Milyenek a reakci\u00f3k az \u0151 oldalukon \u2013 \u00e9s min tudn\u00e1l m\u00e9g fejleszteni?<\/p>\n<p>Vajon az a legjobb m\u00f3dszer, amit most haszn\u00e1lsz a kommunik\u00e1ci\u00f3ra? Lehetne egy interakci\u00f3t az \u00f6nkiszolg\u00e1l\u00f3 \u00fcgyf\u00e9lport\u00e1lon is int\u00e9zni?<\/p>\n<p>\u00c9s ne feledd, hogy az \u00fcgyf\u00e9l\u00fat nem \u00e9r v\u00e9get a hibajegy lez\u00e1r\u00e1s\u00e1val. Hogyan k\u00f6veted nyomon a bejelent\u00e9st?<\/p>\n<h3>Az \u00fcgyf\u00e9l\u00fat elk\u00e9sz\u00edt\u00e9se<\/h3>\n<p>Fontos eld\u00f6nteni, hogy milyen tapasztalatokat szeretn\u00e9l ny\u00fajtani az \u00fcgyfelednek. Ez lesz az alapja a k\u00e9s\u0151bbi tervez\u00e9snek. Ne felejtsd el figyelembe venni az \u00f6sszes r\u00e9szleget, amellyel az \u00fcgyfeled kapcsolatba ker\u00fcl, hiszen lehet, hogy nem csak a te r\u00e9szleged felel\u0151s a teljes \u00fcgyf\u00e9l\u00e9lm\u00e9ny\u00e9rt. Gondolkodj v\u00e1llalati szolg\u00e1ltat\u00e1smenedzsmentben \u2013 vond be a koll\u00e9g\u00e1idat!<\/p>\n<p>Ezek a l\u00e9p\u00e9sek sz\u00fcks\u00e9gesek egy \u00fcgyf\u00e9l\u00fat l\u00e9trehoz\u00e1s\u00e1hoz:<\/p>\n<ol>\n<li>Kezd\u00e9sk\u00e9nt adj egy le\u00edr\u00f3 nevet az \u00fatvonalnak, \u00e9s v\u00e1zold fel azokat az elv\u00e1r\u00e1sokat, amelyekkel az \u00fcgyfeled rendelkezhet az \u00fat kezdet\u00e9n. Legy\u00e9l realisztikus!<\/li>\n<li>V\u00e1zold fel \u00e9s jellemezd az \u00e9rintkez\u00e9si pontokat, figyelj minden lehets\u00e9ges interakci\u00f3ra.<\/li>\n<li>Gondold \u00e1t, hogyan reag\u00e1ln\u00e1nak az \u00fcgyfeleid az egyes \u00e9rintkez\u00e9si pontokra, \u00e9s kapcsolj ezekhez \u00e9rzelmeket is (pl. boldogs\u00e1g, harag, el\u00e9gedetts\u00e9g).<\/li>\n<li>Amint ezeket teljes\u00edtetted, azonos\u00edthatod, hogy hol sz\u00fcks\u00e9gesek fejleszt\u00e9sek, \u00e9s hogyan \u00e9rdemes azokat v\u00e9grehajtani.<\/li>\n<\/ol>\n<p>Ezek a l\u00e9p\u00e9sek seg\u00edtenek az elindul\u00e1sban, de t\u00f6rekedj a folyamatos fejleszt\u00e9sre. Dolgozz egy\u00fctt koll\u00e9g\u00e1iddal, hogy eld\u00f6nthess\u00e9tek, hogyan lehet a legt\u00f6bbet kihozni a folyamatb\u00f3l.<\/p>\n<h3>Hogyan fejleszthet\u0151 az \u00fcgyf\u00e9l\u00e9lm\u00e9ny?<\/h3>\n<p>Az \u00fcgyf\u00e9l\u00fat felt\u00e9rk\u00e9pez\u00e9se lehet\u0151s\u00e9get ad a potenci\u00e1lis probl\u00e9m\u00e1k azonos\u00edt\u00e1s\u00e1ra \u00e9s megel\u0151z\u00e9s\u00e9re, miel\u0151tt az \u00fcgyfeled r\u00e1l\u00e9pne erre az \u00fatra. A fejl\u0151d\u00e9s folyamata id\u0151ig\u00e9nyes, ez\u00e9rt egyszerre csak egy kritikus ter\u00fcletre f\u00f3kusz\u00e1lj, hogy biztos\u00edtsd azokat a jelent\u0151s v\u00e1ltoztat\u00e1sokat, amelyek jav\u00edtj\u00e1k az \u00fcgyf\u00e9lutakat.<\/p>\n<p>Hol kezdj? Ha szeretn\u00e9l r\u00e9szletesebb \u00fatmutat\u00f3t, t\u00f6ltsd le az \u00fcgyf\u00e9l\u00fatr\u00f3l sz\u00f3l\u00f3 toolkit\u00fcnket, amelyben megtal\u00e1lod a felt\u00e9rk\u00e9pez\u00e9shez sz\u00fcks\u00e9ges sablonokat is. Vagy t\u00f6ltsd le <a href=\"https:\/\/www.topdesk.mom\/hu\/e-konyvek\/ugyfelkozpontusag\/\" target=\"_new\" rel=\"noopener\">Az \u00fcgyf\u00e9lk\u00f6zpont\u00fas\u00e1g a gyakorlatban<\/a> c\u00edm\u0171 e-bookunkat, \u00e9s olvass \u00e9rt\u00e9kes tippeket a szolg\u00e1ltat\u00e1sny\u00fajt\u00e1s fejleszt\u00e9s\u00e9hez az \u00fcgyf\u00e9lszolg\u00e1laton.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ha elgondolkodt\u00e1l m\u00e1r azon, hogyan n\u00f6velhetn\u00e9d az \u00fcgyf\u00e9lel\u00e9gedetts\u00e9get vagy az IT-r\u00e9szleg meg\u00edt\u00e9l\u00e9s\u00e9t, mi\u00e9rt nem pr\u00f3b\u00e1lod ki az \u00fcgyf\u00e9l\u00fat felt\u00e9rk\u00e9pez\u00e9s\u00e9t? Az \u00fcgyfeleknek ny\u00fajtott szolg\u00e1ltat\u00e1sok felt\u00e9rk\u00e9pez\u00e9se sz\u00e9lesebb n\u00e9z\u0151pontot ad, \u00e9s seg\u00edt jav\u00edtani a felhaszn\u00e1l\u00f3i \u00e9lm\u00e9nyt \u00e9s az \u00fcgyf\u00e9lel\u00e9gedetts\u00e9get. M\u00e1r t\u00f6bb blogot is \u00edrtunk arr\u00f3l, hogyan t\u00e9rk\u00e9pezd fel a k\u00fcl\u00f6nf\u00e9le \u00e9rintkez\u00e9si pontokat. De mik is sz\u00e1m\u00edtanak val\u00f3j\u00e1ban egy<\/p>\n","protected":false},"author":379,"featured_media":17506,"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-17503","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Hogyan azonos\u00edtsuk az \u00fcgyf\u00e9l\u00fat k\u00fcl\u00f6nb\u00f6z\u0151 \u00e9rintkez\u00e9si pontjait? | TOPdesk Blog<\/title>\n<meta name=\"description\" content=\"Ismerd meg az \u00fcgyf\u00e9l\u00fat felt\u00e9rk\u00e9pez\u00e9s\u00e9nek l\u00e9p\u00e9seit, hogy fejleszthesd az \u00fcgyf\u00e9lel\u00e9gedetts\u00e9get \u00e9s a szolg\u00e1ltat\u00e1sny\u00fajt\u00e1st.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.topdesk.mom\/hu\/blog\/erintkezesi-pontok-az-ugyfeluton\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Hogyan azonos\u00edtsuk az \u00fcgyf\u00e9l\u00fat k\u00fcl\u00f6nb\u00f6z\u0151 \u00e9rintkez\u00e9si pontjait?\" \/>\n<meta property=\"og:description\" content=\"Ismerd meg az \u00fcgyf\u00e9l\u00fat felt\u00e9rk\u00e9pez\u00e9s\u00e9nek l\u00e9p\u00e9seit, hogy fejleszthesd az \u00fcgyf\u00e9lel\u00e9gedetts\u00e9get \u00e9s a szolg\u00e1ltat\u00e1sny\u00fajt\u00e1st.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.topdesk.mom\/hu\/blog\/erintkezesi-pontok-az-ugyfeluton\/\" \/>\n<meta property=\"og:site_name\" content=\"T3 TOPdesk - HU\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/TOPdesk\/\" \/>\n<meta property=\"article:published_time\" content=\"2019-06-05T05:58:36+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-09-12T13:41:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.topdesk.mom\/hu\/wp-content\/media\/sites\/51\/Online-image-Customer-journey-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"344\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Camille\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@topdesk\" \/>\n<meta name=\"twitter:site\" content=\"@topdesk\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Camille\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.topdesk.mom\/hu\/blog\/erintkezesi-pontok-az-ugyfeluton\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.topdesk.mom\/hu\/blog\/erintkezesi-pontok-az-ugyfeluton\/\"},\"author\":{\"name\":\"Camille\",\"@id\":\"https:\/\/www.topdesk.mom\/hu\/#\/schema\/person\/d5c66687e696681558408f7365411160\"},\"headline\":\"Hogyan azonos\u00edtsuk az \u00fcgyf\u00e9l\u00fat k\u00fcl\u00f6nb\u00f6z\u0151 \u00e9rintkez\u00e9si pontjait?\",\"datePublished\":\"2019-06-05T05:58:36+00:00\",\"dateModified\":\"2024-09-12T13:41:29+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.topdesk.mom\/hu\/blog\/erintkezesi-pontok-az-ugyfeluton\/\"},\"wordCount\":822,\"publisher\":{\"@id\":\"https:\/\/www.topdesk.mom\/hu\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.topdesk.mom\/hu\/blog\/erintkezesi-pontok-az-ugyfeluton\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.topdesk.mom\/hu\/wp-content\/media\/sites\/51\/Online-image-Customer-journey-1.png\",\"articleSection\":[\"Munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny\",\"Ugyfelutvonal\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.topdesk.mom\/hu\/blog\/erintkezesi-pontok-az-ugyfeluton\/\",\"url\":\"https:\/\/www.topdesk.mom\/hu\/blog\/erintkezesi-pontok-az-ugyfeluton\/\",\"name\":\"Hogyan azonos\u00edtsuk az \u00fcgyf\u00e9l\u00fat k\u00fcl\u00f6nb\u00f6z\u0151 \u00e9rintkez\u00e9si pontjait? 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