I-WhatsApp, Telegram, SMS, i-imeyile ne-Webchat: amajelo amahlanu ombhalo onxibelelwano lwakho nabathengi (kunye nomnxeba nge-Zentor SIP-Voicebot)

Isishwankathelo: kutheni amajelo amaninzi ebalulekile

Imeko yamajelo onxibelelwano nabathengi sele iqhekekile iminyaka — kwaye oku kuqhekeka kuyanda. Abathengi abancinci bakhetha ii-app zemiyalezo, amaqela amadala afikeleleka ngakumbi nge-imeyile okanye i-SMS, abathengi be-B2B bahlala bexabisa i-Webchat ethe ngqo kwiwebhusayithi yenkampani. Amashishini anika ijelo elinye kuphela ngokuqinisekileyo aphulukana nabathengi kubakhuphisana nabo abanika ukhetho olungakumbi. Ukufikeleleka akusenguye umba othambileyo, kodwa yinzuzo yokukhuphisana elinganiswayo.

Kwangaxeshanye, ukulawula amajelo amaninzi ngaphandle kwenkqubo emanyeneyo kudala ubunzima obukhulu. Amaqela enkxaso ajongela phakathi kwee-app ezahlukeneyo, imbali yeencoko ayibonakali kuwo onke amajelo, ukudluliselwa phakathi kwebhoti nomntu kuyasilela ngenxa yokungabikho kojongano. Isiphumo: umsebenzi ophindwe kabini, iimpendulo ezingangqinelaniyo, abathengi abakhathazekileyo nabasebenzi abanomthwalo omkhulu. Isisombululo asikokunciphisa amajelo, kodwa kukuwaqokelela ngobukrelekrele.

Omnye umba odla ngokujongelwa phantsi kukungaguquki konxibelelwano lophawu. Abathengi abafumana impendulo nge-WhatsApp nabo babhala nge-chat yewebhusayithi kufuneka bafumane umgangatho ofanayo nethoni efanayo. Oku kunokwenzeka kuphela xa onke amajelo esebenzisa isiseko solwazi esinye, i-chatbot enye nojongano olunye lwee-arhente — nto leyo eyenziwa inokwenzeka yinkqubo ye-Omnichannel ephakathi.

I-Webchat: ijelo lokungena lakudala

I-chat yewebhusayithi — ekwabizwa ngokuba yi-Webchat okanye i-chat-widget — lelona jelo lokungena lisetyenziswa kakhulu kwii-chatbot. Ifakwa njenge-widget encinci kwiwebhusayithi yakho kwaye ifumaneka kwangoko kuzo zonke iindwendwe — ngaphandle kokufaka i-app, ngaphandle kokungena, ngaphandle kokunika inombolo yefowuni. Ukufikeleleka okulula kuyenza isebenze kakuhle ngakumbi: abathengi abanombuzo ngelixa bekhangela banokuwubuza ngqo kumxholo wephepha.

I-Webchat ikwanika eyona nkululeko inkulu yoyilo. Imibala, iifonti, imiyalezo yokubulisa nomfanekiso weprofayile ye-chatbot zinokulungelelaniswa ngokupheleleyo nophawu lwenkampani. I-widget inokuboniswa okanye ifihlwe kumaphepha athile — umzekelo kumaphepha eemveliso kuphela okanye kwiphepha loqhagamshelwano. Olu lawulo lomxholo luvumela ukusebenzisa i-chatbot ngokujoliswe apho abathengi bahlala benemibuzo khona.

Ububi be-Webchat kukubotshelelwa kukutyelela iwebhusayithi. Ukuba umthengi uyishiya iwebhusayithi, incoko iyaphela. Unxibelelwano olungenzeki ngaxeshanye — oko kukuthi iincoko ezisasazeke kwiiyure okanye kwiintsuku — lunokwenzeka kwi-Webchat, kodwa aluyondalo njengakwii-app zemiyalezo. Kunxibelelwano olungxamisekileyo okanye olunamanqanaba amaninzi, i-WhatsApp, SMS okanye i-imeyile zihlala zisisongezo esingcono.

I-WhatsApp: imiyalezo apho abathengi bakho bakhona

I-WhatsApp eJamani yeyona app yemiyalezo isetyenziswa kakhulu. Inxalenye enkulu yabantu iyisebenzisa yonke imihla — kwaye iya isilindela ukuba inxibelelane namashishini ngayo. I-WhatsApp Business API ivumela amashishini ukuba asebenzise le app yemiyalezo ngobuchule konxibelelwano nabathengi: ngeeprofayile zeshishini eziqinisekisiweyo, iitemplate zemiyalezo nee-chatbot ezizenzekelayo.

Inzuzo ebalulekileyo ye-WhatsApp njengejelo le-chatbot kukuqhelana nayo. Abathengi abafuneki bafake i-app entsha, bangene kwinkqubo engaqhelekanga okanye bafunde into entsha. Babhalela ishishini ngendlela abababhalela ngayo abahlobo — kwaye bafumane iimpendulo kujongano oluqhelekileyo. Oku kunciphisa kakhulu umqobo wokuqhagamshelana kwaye kunyuse izinga lokuguqulwa xa kuthelekiswa namajelo angaqhelekanga kangako.

Kubalulekile ukuqaphela ukuba i-WhatsApp Business API inemithetho ecacileyo yokusetyenziswa kwee-chatbot. Imiyalezo yangaphambili (ngaphandle kwefestile yeeyure ezingama-24 emva komyalezo wokugqibela womthengi) ifuna iitemplate zemiyalezo ezivunywe kwangaphambili. I-Zentor App idibanisa i-WhatsApp nge-Business API esemthethweni kwaye iqinisekise ukuba lonke unxibelelwano luhambelana nemigaqo ye-WhatsApp — umba obalulekileyo kumashishini asebenza ngokuthobela imigaqo.

I-Telegram: i-app yemiyalezo elungele ukhuseleko lwedatha

I-Telegram ifumene abasebenzisi abaninzi kwiminyaka yakutshanje — ngakumbi phakathi kwamaqela akhathalela ukhuseleko lwedatha nakuluntu olunomdla kubuchwepheshe. I-Telegram inika i-Bot-API evulekileyo, eyenza ukudityaniswa kwee-chatbot kube lula ngokobuchwepheshe kune-WhatsApp. Amashishini anokuseta aqhube ii-Telegram-Bot ngaphandle kwenkqubo esemthethweni yesicelo, nto leyo ekhawulezisa isiqalo.

Ngokwembono yokhuseleko lwedatha, i-Telegram inomtsalane ngakumbi kubasebenzisi abaninzi kune-WhatsApp, kuba ayinxulumananga neqela le-Meta. I-Telegram ikwavumela ii-chat ezifihliweyo ukusuka esiphelweni ukuya esiphelweni (kwii-chat „eziyimfihlo") kwaye igcina imiyalezo ngokungagqibekanga kwiiseva zayo. Kumashishini abathengi bawo bexabisa ubumfihlo bedijithali — umzekelo kwicandelo lobuchwepheshe, lezezimali okanye lemfundo — i-Telegram inokuba lijelo elibalulekileyo.

Ii-Telegram-Bot zinokusetyenziswa nakumaqela nakumajelo, nto leyo evumela iimeko zokusetyenziswa ngaphaya kwenkxaso yakudala ye-1:1: ukuthumela uhlaziyo lwesimo kubarhumeli abaninzi ngaxeshanye, ukulawula imibuzo yoluntu okanye ukusasaza izaziso ezizenzekelayo. Kumashishini anoluntu olusebenzayo lwe-Telegram, eli jelo ngoko liqonga lonxibelelwano elinemilinganiselo emininzi.

I-SMS: iyafumaneka kubo bonke, ngqo, ngaphandle kokufaka i-app

I-SMS lelona jelo lisebenza kuyo yonke indawo: yonke ifowuni ephathwayo — ukusuka kweyona ifowuni elula yamaqhosha ukuya kweyona smartphone intsha — inokufumana ithumele ii-SMS. Akufuneki kufakwe app, akufuneki intanethi, akufuneki kungena. Oku kwenza i-SMS ibe kuphela kwejelo eliphantse lifikelele kubo bonke abasebenzisi beefowuni eziphathwayo — nokuba bangakanani na, banomdla kangakanani kubuchwepheshe okanye basebenzisa siphi isixhobo.

Kunxibelelwano nabathengi, i-SMS ilungele ngakumbi imiyalezo emifutshane engxamisekileyo: izikhumbuzo zamadinga, iikhowudi zokuqinisekisa, uhlaziyo lwesimo sokuhanjiswa, izicelo zokufowunelwa kwakhona okanye iingxelo ezimfutshane zesimo. Abathengi ngokuqhelekileyo bavula imiyalezo ye-SMS ngokukhawuleza kakhulu — ngokukhawuleza kakhulu kune-imeyile. Le ngqwalasela iphezulu yenza i-SMS ibe lijelo elisebenzayo lonxibelelwano lwentengiselwano, oko kukuthi imiyalezo enxulumene ngqo nesenzo okanye inkqubo.

Imida ye-SMS ikumda wabalinganiswa (abalinganiswa abali-160 kwi-SMS eqhelekileyo nganye), ukungakwazi ukuthumela imidiya kwindlela yakudala neendleko eziphezulu xa umthamo mkhulu. Kunxibelelwano oluntsonkothileyo olunomxholo omninzi, amanye amajelo alungele ngakumbi. Kodwa i-SMS ihlala lijelo elixabisekileyo kwiimeko ezithile zokusetyenziswa — izikhumbuzo, iikhowudi, isimo esifutshane — elingenakuthatyathelwa indawo ngokupheleleyo lolunye ulwazi.

I-imeyile: ayifuni ukuphendula kwangoko (asynchronous) kwaye inerekhodi ebhaliweyo

I-imeyile lelona jelo lonxibelelwano ledijithali lidala — kwaye isengomnye wawona abalulekileyo kunxibelelwano lweshishini. Phantse wonke umsebenzisi we-intanethi unedilesi ye-imeyile. I-imeyile ayenzeki ngaxeshanye: umthumeli nomamkeli abafuneki babekho ngaxeshanye. Oku kuyenza ilungele izicelo ezifuna ixesha elide lokuqhutywa, iinkcazo ezineenkcukacha zeengxaki ezintsonkothileyo okanye unxibelelwano apho uxwebhu olubhaliweyo lubalulekileyo.

Ii-chatbot ze-AI kwijelo le-imeyile zisebenza ngokwahlukileyo kunakwii-app zemiyalezo zexesha lokwenyani. Ii-imeyile ezingenayo ziyahlalutywa, zihlelwe kwaye ziphendulwe ngokuzenzekelayo — okanye zidluliselwe kwi-arhente efanelekileyo. Izicelo ezilula neziqhelekileyo ezifana nesimo se-odolo, imibuzo ye-FAQ okanye iminqweno yamadinga ibhoti inokuziphendula ngqo. Imicimbi entsonkothileyo idluliselwa kumsebenzi ojongene nayo kunye nesishwankathelo esicwangcisiweyo nokubekwa ngokokubaluleka.

Ukudityaniswa kwe-imeyile kwiqonga le-Omnichannel kunika enye inzuzo: imbali yeencoko iyabonakala kuwo onke amajelo. Ukuba umthengi wayenxibelelana ngaphambili nge-WhatsApp kwaye ngoku ubhala i-imeyile, i-arhente ejongene nayo ibona yonke imbali — kwaye inokuphendula ngokujoliswe ngakumbi. Lo mfanekiso we-360 wonxibelelwano lomthengi uphucula kakhulu umgangatho wenkonzo kwaye uthintele abathengi ukuba baphinde bachaze umcimbi wabo kaninzi.

Umnxeba: ijelo elilinganayo nge-Zentor SIP-Voicebot

Nangona amajelo edijithali esasazekile, ifowuni ihlala iyindlela ekhethwayo ngabathengi abaninzi yokucacisa imicimbi entsonkothileyo okanye engxamisekileyo — ngakumbi xa ukucacisa ngomlomo ngokukhawuleza kulula kunokubhala umyalezo. Ngokungafaniyo ne-Webchat, WhatsApp, Telegram, SMS ne-imeyile, umnxeba kwi-Zentor App awunakuvulwa ngokwakho kwi-dashboard ye-tenant: njengejelo elilinganayo, usetwa yi-Zentor nge-SIP-Voicebot — kuquka isivumelwano somboneleli we-SIP/PSTN nenombolo yefowuni yakho.

Emva kokusetwa okukhethekileyo, i-Zentor SIP-Voicebot yamkela iminxeba, iqonde umcimbi womfowuni kwaye iqhube iinkqubo zeshishini ezichaziweyo de zigqitywe — umzekelo ukubhukisha idinga okanye umbuzo wesimo, ngokudluliselwa kumsebenzi xa kufuneka.

Kumashishini apho iminxeba yenza inxalenye ebalulekileyo yonxibelelwano nabathengi — umzekelo kwicandelo leenkonzo okanye lezempilo — eli jelo livala isikhewu sokugqibela phakathi kokufikeleleka kwedijithali nokwakudala. Abanomdla abanemfuneko ethile yomnxeba kungcono baxoxe ngalo mbandela ngqo kwincoko yobuqu.

Onke amajelo aqokelelwe: i-Omnichannel-Inbox ye-Zentor App

I-Omnichannel-Inbox ye-Zentor App idibanisa i-Webchat, WhatsApp, Telegram, SMS, i-imeyile nomnxeba nge-Zentor SIP-Voicebot kujongano olunye. Telefonie über den Zentor SIP-Voicebot ist ebenso vollständig und gleichrangig in die Plattform integriert. Ii-arhente zibona zonke iincoko ezingenayo kwi-inbox enye ekwabelwana ngayo, ezinokuhlelwa ngejelo, ukubaluleka okanye isimo sokuqhutywa. Ukutshintsha ijelo ngaphakathi kwencoko kucacile ngokupheleleyo kwi-arhente: yonke imbali yencoko iyagcinwa, nokuba imiyalezo ethile ithunyelwe ngaliphi ijelo.

Umncedisi we-AI usebenza kuwo onke amajelo ngokusekelwe kwisiseko solwazi esinye noqwalaselo olunye, kwaye ngokuxhomekeke kwiinkqubo eziqhagamshelweyo akaphenduli nje imicimbi, kodwa unokwenza ngqo amanyathelo enkqubo afana nokubhukisha amadinga. Oko kuthetha: umgangatho weempendulo ongaguqukiyo kwijelo ngalinye, unxibelelwano lophawu olumanyeneyo kwaye akukho zikhewu zolwazi zejelo elithile. Indlela yokudlulisela kumntu — ukudluliselwa kwencoko ukusuka kwibhoti ukuya kwi-arhente engumntu — isebenza ngokungenamthungo kuwo onke amajelo. I-arhente ithatha inomxholo opheleleyo kwaye inokunceda kwangoko.

I-Omnichannel-Inbox enawo onke amajelo amathandathu asebenzayo — kuquka umnxeba nge-Zentor SIP-Voicebot — iqwalaselwa kwipakethi Elungiselelweyo ye-Zentor App. Amashishini akafuneki athenge okanye alawule izixhobo ezahlukeneyo kwijelo ngalinye. Iqonga eliphakathi linciphisa umsebenzi wolawulo, liphucule intsebenziswano kwiqela lenkxaso kwaye linike abaphathi benkampani isishwankathelo esipheleleyo sako konke ukuhamba konxibelelwano nabathengi — ngexesha lokwenyani.

Imibuzo ebuzwa rhoqo malunga namajelo e-chatbot

Amanqaku angaphezulu

• I-inbox ye-omnichannel ye-Zentor App — iphepha lemveliso
• Ichatbot ye-AI ye-Zentor App — isishwankathelo semisebenzi yonke
• Unxibelelwano lwe-omnichannel nabathengi — isikhokelo