{"id":951,"date":"2018-02-26T16:05:21","date_gmt":"2018-02-26T19:05:21","guid":{"rendered":"http:\/\/echoccs.com\/wp-blog\/?p=951"},"modified":"2020-11-03T08:25:54","modified_gmt":"2020-11-03T11:25:54","slug":"e-ticarette-musteri-hizmetleri","status":"publish","type":"post","link":"https:\/\/echoccs.com\/wp-blog\/index.php\/2018\/02\/26\/e-ticarette-musteri-hizmetleri\/","title":{"rendered":"E-Ticarette M\u00fc\u015fteri Hizmetleri"},"content":{"rendered":"\n
\"\"<\/figure>\n\n\n\n

E-Ticaretin Geli\u015fimi<\/h3>\n\n\n\n

E-ticaret son y\u0131llar\u0131n ticaret yapma \u015feklini en fazla de\u011fi\u015ftiren i\u015f modellerinden birisidir. Basit anlamda \u201cinternet \u00fczerinden i\u015f yapma modeli\u201d olarak tan\u0131mlansa da, do\u011fal ve yayg\u0131n olan anlam\u0131 \u201cinternet \u00fczerinden sat\u0131\u015f yap\u0131lmas\u0131\u201dd\u0131r. <\/p>\n\n\n\n

\u0130nternet \u00fczerinden sat\u0131\u015f\u0131 yap\u0131labilecek \u201cher \u015fey\u201d e-ticaretin kapsam\u0131na girmektedir. Bu yeni i\u015f modelinin en h\u0131zl\u0131 yayg\u0131nla\u015ft\u0131\u011f\u0131 sekt\u00f6r\u00fcn perakende sekt\u00f6r\u00fc olmas\u0131 ise bu nedenle hi\u00e7 \u015fa\u015f\u0131rt\u0131c\u0131 de\u011fildir. Her ne kadar perakende \u00fcr\u00fcnleri kadar olmasa da hizmet sekt\u00f6r\u00fcn\u00fcn de kendisini e-ticaretin i\u00e7inde bulmas\u0131 \u00e7ok uzun s\u00fcrmedi. <\/p>\n\n\n\n

E-ticaretin son on y\u0131lda bu kadar h\u0131zl\u0131 b\u00fcy\u00fcmesini sa\u011flayan bir\u00e7ok fakt\u00f6r s\u0131ralanabilir; bilgiye kolay eri\u015fim, fiyat kar\u015f\u0131la\u015ft\u0131rmas\u0131 yap\u0131labilmesi, g\u00fcvenlik endi\u015felerinin azalmas\u0131, eri\u015fim kolayl\u0131\u011f\u0131, \u00fcr\u00fcn ve hizmet hakk\u0131nda yorumlar\u0131n g\u00f6r\u00fclebilmesi, ilgili yasalar\u0131n \u00e7\u0131km\u0131\u015f olmas\u0131, t\u00fcketicinin korunmas\u0131 bunlardan sadece birka\u00e7\u0131d\u0131r. T\u00fcm bu fakt\u00f6rlere \u00fclkeden \u00fclkeye de\u011fi\u015fiklik g\u00f6sterebilecek ba\u015fka s\u0131ra d\u0131\u015f\u0131 fakt\u00f6rler de ilave edilebilir; son y\u0131llarda \u00fclkemizde artan ter\u00f6r olaylar\u0131ndan dolay\u0131 insanlar\u0131n al\u0131\u015fveri\u015f i\u00e7in AVM\u2019ler ve cadde ma\u011fazalar\u0131 gibi kalabal\u0131k mek\u00e2nlardan uzak durmak istemeleri gibi. <\/p>\n\n\n\n

Ara\u015ft\u0131rmalar g\u00f6steriyor ki, e-ticaretin y\u00fckseli\u015fi durmayacak. Tam tersine giderek h\u0131zlan\u0131p hem boyut hem \u015fekil de\u011fi\u015ftirecek. \u00c7evrimd\u0131\u015f\u0131 ticaret (offline commerce) olarak da adland\u0131r\u0131labilecek \u201cgeleneksel ticaret\u201d dahi e-ticaret ile i\u00e7 i\u00e7e ge\u00e7ecek ve yepyeni al\u0131\u015fveri\u015f modelleri hayat\u0131m\u0131za girecek. <\/p>\n\n\n\n

Bug\u00fcnk\u00fc tan\u0131m\u0131, \u015fekli ve etki alan\u0131 dahilinde binlerce e-ticaret sitesi hayata ge\u00e7irilmi\u015f durumda. Ticaretin genel kural\u0131 gere\u011fi, bu kadar internet tabanl\u0131 giri\u015fimin i\u00e7inden hangilerinin hayatta kalaca\u011f\u0131na \u201crekabet\u201d karar verecek. Bir e-ticaret sitesinin ba\u015far\u0131s\u0131 i\u00e7in elbette ki bir\u00e7ok fakt\u00f6r\u00fcn ayn\u0131 anda etkin olmas\u0131 gerekir; kitab\u0131m\u0131z\u0131n konusu i\u00e7erisinde kalmak ad\u0131na e-ticaretin ba\u015far\u0131s\u0131nda m\u00fc\u015fteri hizmetlerinin de \u00e7ok \u00f6nemli bir fakt\u00f6r oldu\u011funu ve bu hizmetlerin giderek \u00f6neminin art\u0131raca\u011f\u0131n\u0131 belirterek konuyu bu boyuttan incelemeye devam edelim.<\/p>\n\n\n\n

E-Ticarette M\u00fc\u015fteri Hizmetleri Neden \u00d6nemlidir?<\/h3>\n\n\n\n

\u201cE-ticaret ve m\u00fc\u015fteri hizmetleri\u201d ikilisinin daha kolay ba\u011fda\u015ft\u0131r\u0131labilmesi i\u00e7in her zaman \u00f6nerdi\u011fim bir benzetme modelini a\u00e7\u0131klamak isterim. Bir m\u00fc\u015fterinin be\u011fendi\u011fi bir \u00fcr\u00fcn\u00fc ma\u011fazadan almas\u0131 ile bir e-ticaret sitesinden almas\u0131 aras\u0131nda asl\u0131nda pek bir fark yoktur; fark sadece sat\u0131n alma mecras\u0131nda ve \u015feklindedir.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

\u0130ki Modelin \u00d6rneklenmesi<\/h3>\n\n\n\n

Bir ma\u011fazadan al\u0131\u015fveri\u015f yapan m\u00fc\u015fterinin muhtemel deneyimleyece\u011fi s\u00fcre\u00e7ler nelerdir? Ma\u011fazada \u015f\u00f6yle bir dola\u015f\u0131l\u0131r (Belki de kafas\u0131ndaki \u00fcr\u00fcne do\u011frudan ula\u015f\u0131r), \u00fcr\u00fcnler g\u00f6zden ge\u00e7irilir, fiyatlar\u0131 k\u0131yaslan\u0131r, yard\u0131ma ihtiya\u00e7 duyulursa bir yetkiliden destek al\u0131n\u0131r, \u00fcr\u00fcn\u00fcn bedeli \u00f6denir, \u00fcr\u00fcn teslim al\u0131n\u0131r, kullan\u0131m \u00f6ncesi veya sonras\u0131 herhangi bir konuda yard\u0131ma ihtiya\u00e7 duyulursa o markan\u0131n m\u00fc\u015fteri hizmetleri ile temasa ge\u00e7ilir. <\/p>\n\n\n\n

Bir e-ticaret sitesinden al\u0131\u015fveri\u015f yapan m\u00fc\u015fterinin muhtemel deneyimleyece\u011fi s\u00fcre\u00e7ler nedir? \u0130nternet sitesinde \u015f\u00f6yle bir dola\u015f\u0131l\u0131r (Belki de kafas\u0131ndaki \u00fcr\u00fcne do\u011frudan ula\u015f\u0131r), \u00fcr\u00fcnler g\u00f6zden ge\u00e7irilir, fiyatlar\u0131 k\u0131yaslan\u0131r, yard\u0131ma ihtiya\u00e7 duyulursa bir yetkiliden destek al\u0131n\u0131r, \u00fcr\u00fcn\u00fcn bedeli \u00f6denir, \u00fcr\u00fcn\u00fcn ula\u015ft\u0131r\u0131lmas\u0131 beklenir, kullan\u0131m \u00f6ncesi veya sonras\u0131 herhangi bir konuda yard\u0131ma ihtiya\u00e7 duyulursa o markan\u0131n m\u00fc\u015fteri hizmetleri ile temasa ge\u00e7ilir. <\/p>\n\n\n\n

Bir \u015fey dikkatinizi \u00e7ekti mi? Bu iki sat\u0131n alma modelinde de deneyimlenen farkl\u0131 detaylar olsa da makro s\u00fcre\u00e7ler, en az\u0131ndan \u201csat\u0131n alma ve t\u00fcketim\u201d hedefine ula\u015fma anlam\u0131nda neredeyse birebir ayn\u0131d\u0131r. En \u00f6nemli fark \u201c\u00fcr\u00fcn\u00fcn m\u00fc\u015fteriye teslim edilmesi\u201d ile ilgilidir. \u0130\u015fte bu temel farktan dolay\u0131d\u0131r ki, e-ticaret sitelerinden \u00fcr\u00fcn ve hizmet al\u0131mlar\u0131 \u00fclkemizdeki yasalar da dahil olmak \u00fczere t\u00fcm ticaret yasalar\u0131nda \u201cuzaktan sat\u0131n alma\u201d \u015feklinde isimlendirilir.<\/p>\n\n\n\n

\u0130ki Modelde de M\u00fc\u015fteri Hizmetlerinin Rol\u00fc<\/h3>\n\n\n\n

Yukar\u0131da belirtilen sat\u0131n alma makro s\u00fcre\u00e7lerine kitab\u0131m\u0131z\u0131n konusu dahilinde tekrar bakt\u0131\u011f\u0131m\u0131zda bir \u015fey daha fark ederiz; m\u00fc\u015fteri hizmetleri gereklili\u011finin her iki sat\u0131n alma modelinde de birebir ayn\u0131 role sahip olmas\u0131. <\/p>\n\n\n\n

\u0130lerleyen b\u00f6l\u00fcmlerde e-ticaret sitelerinin m\u00fc\u015fteri hizmetleri gereksiniminin nedenleri ile ilgili daha farkl\u0131 ba\u015fl\u0131klar bulacaks\u0131n\u0131z.<\/p>\n\n\n\n

 T\u00fcm\u00fcn\u00fc G\u00f6r\u00fcnt\u00fcle<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

E-Ticaretin Geli\u015fimi E-ticaret son y\u0131llar\u0131n ticaret yapma \u015feklini en fazla de\u011fi\u015ftiren i\u015f modellerinden birisidir. Basit anlamda \u201cinternet \u00fczerinden i\u015f yapma modeli\u201d olarak tan\u0131mlansa da, do\u011fal ve [\u2026]<\/span><\/p>\n","protected":false},"author":1,"featured_media":952,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-951","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-haber"],"_links":{"self":[{"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts\/951","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/comments?post=951"}],"version-history":[{"count":4,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts\/951\/revisions"}],"predecessor-version":[{"id":1077,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts\/951\/revisions\/1077"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/media\/952"}],"wp:attachment":[{"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/media?parent=951"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/categories?post=951"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/tags?post=951"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}