{"id":5950,"date":"2025-08-18T12:59:42","date_gmt":"2025-08-18T12:59:42","guid":{"rendered":"https:\/\/artiwise.com\/tr\/?p=5950"},"modified":"2026-02-27T08:18:56","modified_gmt":"2026-02-27T08:18:56","slug":"sepeti-birakip-giden-musteri-e-ticarette-sessiz-geri-bildirimin-ardindaki-gercekler","status":"publish","type":"post","link":"https:\/\/artiwise.com\/tr\/2025\/08\/18\/sepeti-birakip-giden-musteri-e-ticarette-sessiz-geri-bildirimin-ardindaki-gercekler\/","title":{"rendered":"Sepeti B\u0131rak\u0131p Giden M\u00fc\u015fteri: E-Ticarette Sessiz Geri Bildirimin Ard\u0131ndaki Ger\u00e7ekler"},"content":{"rendered":"<p>E-ticaret sitelerinde al\u0131\u015fveri\u015fin neredeyse tamamland\u0131\u011f\u0131, \u00fcr\u00fcnlerin sepete eklendi\u011fi ama sipari\u015fin verilmedi\u011fi o an\u2026 Sessiz bir geri bildirimin en net \u00f6rne\u011fidir. M\u00fc\u015fteri gitmi\u015ftir, fakat nedenini s\u00f6ylememi\u015ftir. Ne bir y\u0131ld\u0131z, ne bir yorum, ne de bir \u015fik\u00e2yet b\u0131rakm\u0131\u015ft\u0131r. Ancak bu sessizlik, asl\u0131nda g\u00fc\u00e7l\u00fc bir mesaj ta\u015f\u0131r.<\/p>\n<p>2025\u2019in ikinci yar\u0131s\u0131na girerken e-ticaret sekt\u00f6r\u00fcnde <strong>m\u00fc\u015fteri deneyimi y\u00f6netimi<\/strong> bu sessiz sinyalleri analiz edebilen sistemlerle yeniden \u015fekilleniyor. \u00c7\u00fcnk\u00fc art\u0131k m\u00fc\u015fteri memnuniyeti, sadece tamamlanan al\u0131\u015fveri\u015fle de\u011fil; tamamlanmayan, yar\u0131m kalan deneyimlerle de \u00f6l\u00e7\u00fcl\u00fcyor.<\/p>\n<p>Peki sepeti b\u0131rak\u0131p giden bu sessiz m\u00fc\u015fteriler neden gidiyor? Bu durumun ard\u0131nda hangi davran\u0131\u015fsal ve duygusal etkenler yat\u0131yor? Ve bu sessizlik nas\u0131l s\u00fcrd\u00fcr\u00fclebilir i\u00e7g\u00f6r\u00fcye d\u00f6n\u00fc\u015ft\u00fcr\u00fclebilir?<\/p>\n<ol>\n<li>\n<h4><strong> Sessiz Gidi\u015f, G\u00fc\u00e7l\u00fc Bir Geri Bildirimdir<\/strong><\/h4>\n<\/li>\n<\/ol>\n<p>Terk edilen al\u0131\u015fveri\u015f sepetleri, <strong>m\u00fc\u015fteri deneyimi<\/strong> a\u00e7\u0131s\u0131ndan g\u00f6z ard\u0131 edilmemesi gereken en de\u011ferli veri noktalar\u0131ndan biridir. \u00c7\u00fcnk\u00fc bu durum, m\u00fc\u015fterinin bir noktaya kadar tatmin oldu\u011funu ancak belli bir temas noktas\u0131nda motivasyonunun k\u0131r\u0131ld\u0131\u011f\u0131n\u0131 g\u00f6sterir.<\/p>\n<p><a href=\"https:\/\/baymard.com\/lists\/cart-abandonment-rate\"><strong>Baymard Institute<\/strong><\/a>\u2019a g\u00f6re, k\u00fcresel \u00f6l\u00e7ekte ortalama sepet terk etme oran\u0131 %70\u2019in \u00fczerindedir. Bu kullan\u0131c\u0131lar\u0131n %55\u2019i, al\u0131\u015fveri\u015fi tamamlamadan siteyi terk ederken hi\u00e7bir geri bildirimde bulunmamaktad\u0131r.<\/p>\n<p>Bu oran, <strong>m\u00fc\u015fteri deneyimi y\u00f6netimi<\/strong> s\u00fcre\u00e7lerinde sessiz geri bildirimlerin neden veri analizinin merkezinde yer almas\u0131 gerekti\u011fini a\u00e7\u0131k\u00e7a ortaya koyar.<\/p>\n<p>&nbsp;<\/p>\n<ol start=\"2\">\n<li>\n<h4><strong> M\u00fc\u015fterinin Sesi, Bazen Hi\u00e7bir \u015eey S\u00f6ylememekle Duyulur<\/strong><\/h4>\n<\/li>\n<\/ol>\n<p><strong>M\u00fc\u015fterinin sesi (VoC)<\/strong>, her zaman s\u00f6zl\u00fc ya da yaz\u0131l\u0131 de\u011fildir. Bazen \u201csessizlik\u201d en anlaml\u0131 geri bildirimi olu\u015fturur. \u00d6zellikle e-ticarette terk edilen sepetler, butona t\u0131klamadan \u00f6nce duraksayan kullan\u0131c\u0131lar, site i\u00e7i gezinme s\u00fcresinin d\u00fc\u015fmesi gibi davran\u0131\u015fsal sinyaller, duygusal kopu\u015fun habercisidir.<\/p>\n<p><a href=\"https:\/\/www.qualtrics.com\/blog\/customer-experience-stats\/\"><strong>Qualtrics<\/strong> ara\u015ft\u0131rmas\u0131na<\/a> g\u00f6re, kullan\u0131c\u0131lar\u0131n %68\u2019i k\u00f6t\u00fc bir deneyim sonras\u0131 \u015fik\u00e2yet etmeksizin markay\u0131 terk etmektedir.<\/p>\n<p>Bu nedenle, <strong>m\u00fc\u015fteri memnuniyeti<\/strong> anketlerle de\u011fil, davran\u0131\u015f analizleriyle de \u00f6l\u00e7\u00fclmelidir.<\/p>\n<p>&nbsp;<\/p>\n<ol start=\"3\">\n<li>\n<h4><strong> Sessiz Geri Bildirimin Arkas\u0131ndaki Nedenler<\/strong><\/h4>\n<\/li>\n<\/ol>\n<p>Sepeti terk eden m\u00fc\u015fteriler \u00e7o\u011funlukla a\u015fa\u011f\u0131daki nedenlerle al\u0131\u015fveri\u015fi tamamlamaz:<\/p>\n<ul>\n<li>Beklenmedik ek maliyetler (kargo, vergi vb.)<\/li>\n<li>Uzun veya karma\u015f\u0131k \u00f6deme s\u00fcreci<\/li>\n<li>G\u00fcven problemi (site tasar\u0131m\u0131, SSL sertifikas\u0131 eksikli\u011fi)<\/li>\n<li>Hesap olu\u015fturma zorunlulu\u011fu<\/li>\n<li>Mobil uyumsuzluk<\/li>\n<li>\u00dcr\u00fcnle ilgili yeterli bilgi ya da yorum bulunmamas\u0131<\/li>\n<li>Yava\u015f site h\u0131z\u0131 veya teknik hata<\/li>\n<\/ul>\n<p>Ancak t\u00fcm bu sorunlar, <strong>m\u00fc\u015fteri deneyimi y\u00f6netimi<\/strong> a\u00e7\u0131s\u0131ndan k\u00f6k neden olarak tan\u0131mlanmal\u0131 ve segment bazl\u0131 analizle detayland\u0131r\u0131lmal\u0131d\u0131r.<\/p>\n<p>&nbsp;<\/p>\n<ol start=\"4\">\n<li>\n<h4><strong> Yeni Nesil T\u00fcketici: H\u0131zl\u0131, Net, Ki\u015fisel<\/strong><\/h4>\n<\/li>\n<\/ol>\n<p>Z ku\u015fa\u011f\u0131 ve dijital yerliler, al\u0131\u015fveri\u015f deneyiminde h\u0131z ve \u015feffafl\u0131k beklentisini \u00e7ok daha y\u00fcksek tutuyor. Tek t\u0131klamayla \u00f6deme, sosyal giri\u015f se\u00e7enekleri ve ki\u015fiselle\u015ftirilmi\u015f \u00f6neriler art\u0131k birer l\u00fcks de\u011fil, zorunluluk.<\/p>\n<p><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/\"><strong>Salesforce<\/strong>\u2019un Connected Customer raporuna<\/a> g\u00f6re, m\u00fc\u015fterilerin %62\u2019si \u201cki\u015fiselle\u015ftirilmi\u015f deneyim sunmayan\u201d markalar\u0131 terk etmeye daha yatk\u0131n.<\/p>\n<p>Dolay\u0131s\u0131yla, <strong>m\u00fc\u015fteri deneyimi<\/strong>, yaln\u0131zca i\u015flem s\u00fcreci de\u011fil, kullan\u0131c\u0131 hissiyat\u0131, beklentisi ve y\u00f6nlendirme kalitesiyle birlikte ele al\u0131nmal\u0131d\u0131r.<\/p>\n<p>&nbsp;<\/p>\n<ol start=\"5\">\n<li>\n<h4><strong> Sessizli\u011fi Anlamland\u0131rmak i\u00e7in CX Teknolojileri \u015eart<\/strong><\/h4>\n<\/li>\n<\/ol>\n<p>Terk edilen sepetler, yaln\u0131zca bir analitik metri\u011fi de\u011fil; markalar\u0131n aksiyon alabilece\u011fi f\u0131rsat alanlar\u0131d\u0131r. Bunun i\u00e7in geli\u015fmi\u015f <strong>m\u00fc\u015fteri deneyimi y\u00f6netimi<\/strong> sistemlerine ihtiya\u00e7 vard\u0131r:<\/p>\n<ul>\n<li><strong>Davran\u0131\u015fsal Analiz<\/strong>: Kullan\u0131c\u0131n\u0131n site i\u00e7i hareketleri, duraksad\u0131\u011f\u0131 sayfalar, t\u0131klad\u0131\u011f\u0131 ancak devam etmedi\u011fi alanlar<\/li>\n<li><strong>Duygu Skoru<\/strong>: Mobil uygulama i\u00e7i yorumlar, \u00e7a\u011fr\u0131 merkezi kay\u0131tlar\u0131, sosyal medya verileri \u00fczerinden m\u00fc\u015fterinin ruh hali analizi<\/li>\n<li><strong>K\u00f6k Neden Tespiti<\/strong>: Hangi ad\u0131mda terk ger\u00e7ekle\u015fti, neden ayn\u0131 segmentten gelen kullan\u0131c\u0131lar benzer \u015fekilde davran\u0131yor?<\/li>\n<li><strong>Segment Bazl\u0131 \u0130\u00e7g\u00f6r\u00fcler<\/strong>: Farkl\u0131 kullan\u0131c\u0131 tiplerine g\u00f6re memnuniyet engellerinin tan\u0131mlanmas\u0131<\/li>\n<\/ul>\n<p>T\u00fcm bu \u00e7\u0131kt\u0131lar, sessiz kalan m\u00fc\u015fterinin asl\u0131nda ne s\u00f6yledi\u011fini anlamaya olanak tan\u0131r.<\/p>\n<p>&nbsp;<\/p>\n<ol start=\"6\">\n<li>\n<h4><strong> M\u00fc\u015fteri Memnuniyeti Sessizli\u011fi De Kapsamal\u0131<\/strong><\/h4>\n<\/li>\n<\/ol>\n<p><strong>M\u00fc\u015fteri memnuniyeti<\/strong>, sadece \u00fcr\u00fcnden memnun kalanlar\u0131n puanlar\u0131yla \u00f6l\u00e7\u00fclmemeli. Sessiz kalanlar, geri bildirim b\u0131rakmayanlar ya da hi\u00e7 tamamlamayanlar da deneyimin par\u00e7as\u0131d\u0131r.<\/p>\n<p><a href=\"https:\/\/www.gartner.com\/en\/marketing\/topics\/customer-experience\"><strong>Gartner<\/strong><\/a>\u2019a g\u00f6re, 2026\u2019ya kadar m\u00fc\u015fteri memnuniyetinde davran\u0131\u015fsal verileri kullanmayan markalar\u0131n %50\u2019si sadakat kayb\u0131 ya\u015fayacak.<\/p>\n<p>Bu \u00f6ng\u00f6r\u00fc, <strong>m\u00fc\u015fteri deneyimi y\u00f6netimi<\/strong> s\u00fcre\u00e7lerinin yaln\u0131zca \u201cg\u00f6r\u00fcnen\u201d verilerle de\u011fil, \u201cgizli\u201d sinyallerle de \u00e7al\u0131\u015fmas\u0131 gerekti\u011fini vurgular.<\/p>\n<p>&nbsp;<\/p>\n<ol start=\"7\">\n<li>\n<h4><strong> Artiwise CXM ile Sessiz Veriyi \u0130\u00e7g\u00f6r\u00fcye D\u00f6n\u00fc\u015ft\u00fcr\u00fcn<\/strong><\/h4>\n<\/li>\n<\/ol>\n<p>Sessiz kalan m\u00fc\u015fteriyi kazanmak, sorun ya\u015fayan m\u00fc\u015fteriyi geri kazanmaktan daha zordur. Ancak imk\u00e2ns\u0131z de\u011fildir. Geli\u015fmi\u015f veri analiti\u011fi, davran\u0131\u015f modelleme, duygu analizi ve segment bazl\u0131 k\u00f6k neden tespiti ile bu m\u00fc\u015fterilerin <strong>neden sustu\u011funu<\/strong> anlamak m\u00fcmk\u00fcnd\u00fcr.<\/p>\n<p>\u0130\u015fte bu noktada <strong>Artiwise CXM Platformu<\/strong>, e-ticaret markalar\u0131na sessiz veriyi anlamland\u0131rma, <strong>m\u00fc\u015fterinin sesini<\/strong> analiz etme ve eyleme d\u00f6n\u00fc\u015ft\u00fcrme f\u0131rsat\u0131 sunar:<\/p>\n<ul>\n<li><strong>Kanal ba\u011f\u0131ms\u0131z m\u00fc\u015fteri verisi<\/strong> toplama ve analiz<\/li>\n<li><strong>Ger\u00e7ek zamanl\u0131 terk nedeni analizi<\/strong><\/li>\n<li><strong>Duygu skorlar\u0131yla \u00f6nceliklendirme<\/strong><\/li>\n<li><strong>K\u00f6k neden bazl\u0131 aksiyon planlar\u0131 olu\u015fturma<\/strong><\/li>\n<li><strong>Segment bazl\u0131 \u00f6neri motorlar\u0131<\/strong> ile ki\u015fiselle\u015ftirilmi\u015f deneyim<\/li>\n<\/ul>\n<p>Artiwise CXM hakk\u0131nda daha fazla bilgi i\u00e7in hemen bizimle <a href=\"https:\/\/artiwise.com\/tr\/iletisime-gecelim\/\">ileti\u015fime<\/a> ge\u00e7in.<\/p>\n<p>&nbsp;<\/p>\n<h4><strong>Sonu\u00e7: Duyulmayan Sesleri Duyanlar Kazanacak<\/strong><\/h4>\n<p>E-ticarette m\u00fc\u015fteri deneyimi, art\u0131k sadece al\u0131\u015fveri\u015fi tamamlayanlara de\u011fil, tamamlamayanlara da odaklanmak zorunda. Sessizlik, g\u00f6z ard\u0131 edilmemesi gereken en anlaml\u0131 geri bildirim olabilir.<\/p>\n<p><strong>M\u00fc\u015fteri deneyimi y\u00f6netimi<\/strong>, bu sessizli\u011fi anlayabilen, i\u00e7g\u00f6r\u00fcye d\u00f6n\u00fc\u015ft\u00fcrebilen ve h\u0131zl\u0131ca aksiyon alabilen sistemlerle ba\u015far\u0131ya ula\u015f\u0131r.<\/p>\n<p><strong>Artiwise CXM<\/strong>, bu s\u00fcreci u\u00e7tan uca y\u00f6netmek isteyen markalar i\u00e7in sadece bir platform de\u011fil; sessizli\u011fi duyma, anlamland\u0131rma ve f\u0131rsata \u00e7evirme becerisi sunar.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>E-ticaret sitelerinde al\u0131\u015fveri\u015fin neredeyse tamamland\u0131\u011f\u0131, \u00fcr\u00fcnlerin sepete eklendi\u011fi ama sipari\u015fin verilmedi\u011fi o an\u2026 Sessiz bir geri bildirimin en net \u00f6rne\u011fidir. M\u00fc\u015fteri gitmi\u015ftir, fakat nedenini s\u00f6ylememi\u015ftir. Ne bir y\u0131ld\u0131z, ne bir yorum, ne de bir \u015fik\u00e2yet b\u0131rakm\u0131\u015ft\u0131r. Ancak bu sessizlik, asl\u0131nda g\u00fc\u00e7l\u00fc bir mesaj ta\u015f\u0131r. 2025\u2019in ikinci yar\u0131s\u0131na girerken e-ticaret sekt\u00f6r\u00fcnde m\u00fc\u015fteri deneyimi y\u00f6netimi bu sessiz [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":5951,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[110],"tags":[],"sektor":[135],"class_list":["post-5950","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-post","sektor-perakende-ve-e-ticaret"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Sepeti B\u0131rak\u0131p Giden M\u00fc\u015fteri: E-Ticarette Sessiz Geri Bildirimin Ard\u0131ndaki Ger\u00e7ekler - Artiwise<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/artiwise.com\/tr\/2025\/08\/18\/sepeti-birakip-giden-musteri-e-ticarette-sessiz-geri-bildirimin-ardindaki-gercekler\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Sepeti B\u0131rak\u0131p Giden M\u00fc\u015fteri: E-Ticarette Sessiz Geri Bildirimin Ard\u0131ndaki Ger\u00e7ekler - Artiwise\" \/>\n<meta property=\"og:description\" content=\"E-ticaret sitelerinde al\u0131\u015fveri\u015fin neredeyse tamamland\u0131\u011f\u0131, \u00fcr\u00fcnlerin sepete eklendi\u011fi ama sipari\u015fin verilmedi\u011fi o an\u2026 Sessiz bir geri bildirimin en net \u00f6rne\u011fidir. M\u00fc\u015fteri gitmi\u015ftir, fakat nedenini s\u00f6ylememi\u015ftir. Ne bir y\u0131ld\u0131z, ne bir yorum, ne de bir \u015fik\u00e2yet b\u0131rakm\u0131\u015ft\u0131r. Ancak bu sessizlik, asl\u0131nda g\u00fc\u00e7l\u00fc bir mesaj ta\u015f\u0131r. 2025\u2019in ikinci yar\u0131s\u0131na girerken e-ticaret sekt\u00f6r\u00fcnde m\u00fc\u015fteri deneyimi y\u00f6netimi bu sessiz [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/artiwise.com\/tr\/2025\/08\/18\/sepeti-birakip-giden-musteri-e-ticarette-sessiz-geri-bildirimin-ardindaki-gercekler\/\" \/>\n<meta property=\"og:site_name\" content=\"Artiwise\" \/>\n<meta property=\"article:published_time\" content=\"2025-08-18T12:59:42+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-27T08:18:56+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/08\/shopping-cart-with-a-blank-mobile-phone-over-a-pas-2024-10-14-06-59-25-utc-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1707\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"didem\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Yazan:\" \/>\n\t<meta name=\"twitter:data1\" content=\"didem\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tahmini okuma s\u00fcresi\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 dakika\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/artiwise.com\/tr\/2025\/08\/18\/sepeti-birakip-giden-musteri-e-ticarette-sessiz-geri-bildirimin-ardindaki-gercekler\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/artiwise.com\/tr\/2025\/08\/18\/sepeti-birakip-giden-musteri-e-ticarette-sessiz-geri-bildirimin-ardindaki-gercekler\/\"},\"author\":{\"name\":\"didem\",\"@id\":\"https:\/\/artiwise.com\/tr\/#\/schema\/person\/340f68d7fc5cf11e98f7234ebc1c6ac0\"},\"headline\":\"Sepeti B\u0131rak\u0131p Giden M\u00fc\u015fteri: E-Ticarette Sessiz Geri Bildirimin Ard\u0131ndaki Ger\u00e7ekler\",\"datePublished\":\"2025-08-18T12:59:42+00:00\",\"dateModified\":\"2026-02-27T08:18:56+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/artiwise.com\/tr\/2025\/08\/18\/sepeti-birakip-giden-musteri-e-ticarette-sessiz-geri-bildirimin-ardindaki-gercekler\/\"},\"wordCount\":1036,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/artiwise.com\/tr\/#organization\"},\"image\":{\"@id\":\"https:\/\/artiwise.com\/tr\/2025\/08\/18\/sepeti-birakip-giden-musteri-e-ticarette-sessiz-geri-bildirimin-ardindaki-gercekler\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/08\/shopping-cart-with-a-blank-mobile-phone-over-a-pas-2024-10-14-06-59-25-utc-scaled.jpg\",\"articleSection\":[\"Blog\"],\"inLanguage\":\"tr\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/artiwise.com\/tr\/2025\/08\/18\/sepeti-birakip-giden-musteri-e-ticarette-sessiz-geri-bildirimin-ardindaki-gercekler\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/artiwise.com\/tr\/2025\/08\/18\/sepeti-birakip-giden-musteri-e-ticarette-sessiz-geri-bildirimin-ardindaki-gercekler\/\",\"url\":\"https:\/\/artiwise.com\/tr\/2025\/08\/18\/sepeti-birakip-giden-musteri-e-ticarette-sessiz-geri-bildirimin-ardindaki-gercekler\/\",\"name\":\"Sepeti B\u0131rak\u0131p Giden M\u00fc\u015fteri: E-Ticarette Sessiz Geri Bildirimin Ard\u0131ndaki Ger\u00e7ekler - 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