{"id":108672,"date":"2021-04-20T03:08:00","date_gmt":"2021-04-20T03:08:00","guid":{"rendered":"https:\/\/127.0.0.1\/blog\/zaskoleni-a-zakaznicka-podpora-tym-csm-u-sellerlogic\/"},"modified":"2021-04-20T03:08:00","modified_gmt":"2021-04-20T03:08:00","slug":"zaskoleni-a-zakaznicka-podpora-tym-csm-u-sellerlogic","status":"publish","type":"post","link":"https:\/\/www.sellerlogic.com\/cs\/blog\/zaskoleni-a-zakaznicka-podpora-tym-csm-u-sellerlogic\/","title":{"rendered":"Za\u0161kolen\u00ed a z\u00e1kaznick\u00e1 podpora \u2013 T\u00fdm CSM u SELLERLOGIC"},"content":{"rendered":"

Profesion\u00e1ln\u00ed rozmanitost na\u0161ich z\u00e1kazn\u00edk\u016f, stejn\u011b jako vysok\u00e1 o\u010dek\u00e1v\u00e1n\u00ed, kter\u00e1 kladou na na\u0161i spole\u010dnost, nenech\u00e1vaj\u00ed \u017e\u00e1dn\u00fd prostor pro nedbalost v oblasti \u0159\u00edzen\u00ed z\u00e1kaznick\u00e9 podpory (CSM). Zvl\u00e1\u0161\u0165 v oblasti SaaS (Software jako slu\u017eba) jsou o\u010dek\u00e1v\u00e1n\u00ed z\u00e1kazn\u00edk\u016f obzvl\u00e1\u0161\u0165 vysok\u00e1 a vy\u017eaduj\u00ed hodn\u011b od zam\u011bstnanc\u016f z\u00e1kaznick\u00e9ho servisu.<\/p>

To potvrzuje tak\u00e9 Arne, vedouc\u00ed CSM<\/a> u SELLERLOGIC. Arne m\u016f\u017ee z vlastn\u00ed zku\u0161enosti \u0159\u00edci, jak vysok\u00e1 jsou o\u010dek\u00e1v\u00e1n\u00ed z\u00e1kazn\u00edk\u016f v t\u00e9to oblasti pr\u00e1ce, a na druh\u00e9 stran\u011b v\u00ed, \u017ee tato o\u010dek\u00e1v\u00e1n\u00ed nejsou spln\u011bna mnoha spole\u010dnostmi. Nakonec to ovliv\u0148uje nejen d\u016fv\u011bru z\u00e1kazn\u00edk\u016f v takov\u00e9 spole\u010dnosti, ale tak\u00e9 motivaci zam\u011bstnanc\u016f. Z tohoto d\u016fvodu se n\u00e1\u0161 t\u00fdm CSM rad\u011bji spol\u00e9h\u00e1 na ploch\u00e9 hierarchie a d\u016fv\u011bru ne\u017e na p\u0159\u00edsnou kontrolu a z\u00e1vislost na procesech. Tento p\u0159\u00edstup umo\u017e\u0148uje Arneovi po\u017eadovat od sv\u00e9ho t\u00fdmu od prvn\u00edho dne nejvy\u0161\u0161\u00ed standard v\u00fdkonu a kompetence, a je velmi pot\u011b\u0161en, \u017ee od prvn\u00edho dne dost\u00e1v\u00e1 p\u0159esn\u011b tento standard.<\/p>

Ale co d\u011bl\u00e1 z\u00e1kaznickou podporu v oblasti SaaS tak zvl\u00e1\u0161tn\u00ed? Na jedn\u00e9 stran\u011b je tu produkt: Software se m\u011bn\u00ed \u2013 na rozd\u00edl od spot\u0159ebn\u00edho zbo\u017e\u00ed, nap\u0159\u00edklad \u2013 neust\u00e1le. Funkce jsou implementov\u00e1ny, n\u011bkdy je t\u0159eba odstranit chyby a n\u011bkdy je cel\u00e9 rozhran\u00ed znovu vyvinuto. Takov\u00fd dynamick\u00fd produkt vy\u017eaduje neust\u00e1lou komunikaci mezi z\u00e1kazn\u00edky a spole\u010dnost\u00ed. Software mus\u00ed b\u00fdt z\u00e1kazn\u00edkovi p\u0159edstaven jako sou\u010d\u00e1st procesu za\u0161kolen\u00ed a pot\u00e9 mus\u00ed b\u00fdt z\u00e1kaznick\u00e1 podpora v\u017edy schopna efektivn\u011b zapojit v\u0161echny u\u017eivatele v jak\u00e9mkoli okam\u017eiku a informovat je o jak\u00fdchkoli zm\u011bn\u00e1ch.<\/p>

My v SELLERLOGIC jsme vyvinuli n\u00e1\u0161 vlastn\u00ed syst\u00e9m, kter\u00fd je p\u0159izp\u016fsoben z\u00e1kazn\u00edk\u016fm a zam\u011bstnanc\u016fm.<\/p>

\u00dasp\u011b\u0161n\u011b zaregistrov\u00e1no, co te\u010f?<\/h2>

Mluvili jsme s na\u0161\u00edm t\u00fdmem CSM, abychom zjistili, jak procesy funguj\u00ed b\u011bhem za\u0161kolen\u00ed a z\u00e1kaznick\u00e9 podpory. Nejprve je t\u0159eba rozli\u0161ovat mezi za\u0161kolen\u00edm r\u016fzn\u00fdch \u0159e\u0161en\u00ed.<\/p>

Za\u0161kolen\u00ed s Repricer<\/h3>
\n

\u201eZa\u0161kolen\u00ed je nesm\u00edrn\u011b vzru\u0161uj\u00edc\u00ed \u010d\u00e1st\u00ed m\u00e9 pr\u00e1ce, proto\u017ee zde nejv\u00edce c\u00edt\u00edte motivaci z\u00e1kazn\u00edk\u016f!\u201c<\/span><\/p>\nLudivine, mana\u017eerka z\u00e1kaznick\u00e9ho servisu pro jazyky francouz\u0161tinu, n\u011bm\u010dinu a angli\u010dtinu<\/cite><\/blockquote>

  1. Centrum ozn\u00e1men\u00ed na\u0161eho t\u00fdmu CSM informuje na\u0161e zam\u011bstnance prost\u0159ednictv\u00edm push notifikac\u00ed o zm\u011bn\u00e1ch v z\u00e1kaznick\u00fdch \u00fa\u010dtech. Nap\u0159\u00edklad zru\u0161en\u00ed, prodlou\u017een\u00ed smluv, \u00fapravy smluv, stejn\u011b jako nov\u00e9 registrace na Repricer jsou komunikov\u00e1ny t\u00fdmu.<\/li>
  2. Nejprve jsou p\u0159i\u0159azeni podle jazyka. Nen\u00ed to velk\u00fd probl\u00e9m, proto\u017ee v\u011bt\u0161ina zam\u011bstnanc\u016f CSM u SELLERLOGIC je trilingv\u00e1ln\u00ed nebo dokonce kvadrilingv\u00e1ln\u00ed.<\/li>
  3. N\u00e1sledn\u011b je analyzov\u00e1n profil z\u00e1kazn\u00edka na Amazonu. Ur\u010duje se, kter\u00e9 polo\u017eky jsou prod\u00e1v\u00e1ny na kter\u00e9m trhu, kolik SKU m\u00e1 z\u00e1kazn\u00edk, zda prod\u00e1v\u00e1 Private Label, zna\u010dkov\u00e9 zbo\u017e\u00ed, nebo oba typy. D\u00e1le se diskutuje, kolik zku\u0161enost\u00ed ji\u017e z\u00e1kazn\u00edk z\u00edskal jako prodejce na Amazonu a v jak\u00fdch oblastech byly tyto zku\u0161enosti z\u00edsk\u00e1ny. Tyto anal\u00fdzy slou\u017e\u00ed k optim\u00e1ln\u00edmu rozvoji strategie pro \u00fapravy cen, kter\u00e9 jsou z\u00e1kazn\u00edkovi navrhov\u00e1ny b\u011bhem rozhovoru.<\/li>
  4. Jakmile je registrace dokon\u010dena, z\u00e1kazn\u00edk je kontaktov\u00e1n a dot\u00e1z\u00e1n, zda SELLERLOGIC m\u016f\u017ee poskytnout n\u011bjakou podporu. Z\u00e1kazn\u00edk m\u016f\u017ee tak\u00e9 po\u017e\u00e1dat o kontakt ihned po registraci prost\u0159ednictv\u00edm na\u0161\u00ed slu\u017eby zp\u011btn\u00e9ho vol\u00e1n\u00ed. Pokud je pot\u0159eba podpora, onboarding za\u010d\u00edn\u00e1 okam\u017eit\u011b nebo je napl\u00e1nov\u00e1no vhodn\u00e9 setk\u00e1n\u00ed. B\u011bhem onboardingu se spole\u010dn\u011b se z\u00e1kazn\u00edkem diskutuje, jak m\u016f\u017ee b\u00fdt na\u0161e \u0159e\u0161en\u00ed nejefektivn\u011bji vyu\u017eito v dan\u00e9m p\u0159\u00edpad\u011b. Rozhovory o onboardingu obvykle trvaj\u00ed 45 minut, ale samoz\u0159ejm\u011b nen\u00ed pro z\u00e1kazn\u00edka stanoven \u017e\u00e1dn\u00fd \u010dasov\u00fd limit. Rozhovor zahrnuje n\u00e1sleduj\u00edc\u00ed body:
    1. Nejprve jsou na\u0161i z\u00e1kazn\u00edci podrobn\u011b sezn\u00e1meni se softwarem. Zam\u011bstnanec CSM projde nov\u011b vytvo\u0159en\u00fd \u00fa\u010det se z\u00e1kazn\u00edkem. Jakmile se dostanou dovnit\u0159, jsou z\u00e1kazn\u00edkovi vysv\u011btleny funkce a obsluha produktu.<\/li>
    2. N\u00e1sledn\u011b je z\u00e1kazn\u00edkovi poskytnuta rada na z\u00e1klad\u011b informac\u00ed projednan\u00fdch v bod\u011b 3. Ka\u017ed\u00e1 konzultace je p\u0159izp\u016fsobena konkr\u00e9tn\u00ed situaci z\u00e1kazn\u00edka a odpov\u00eddaj\u00edc\u00edm zp\u016fsobem se li\u0161\u00ed. Zde jsou dva p\u0159\u00edklady:
      1. Z\u00e1kazn\u00edk je nov\u00fd na Amazonu a prod\u00e1v\u00e1 vlastn\u00ed produkt pod priv\u00e1tn\u00ed zna\u010dkou<\/strong> \u2192 V tomto p\u0159\u00edpad\u011b jsou na\u0161im z\u00e1kazn\u00edk\u016fm nab\u00eddnuta \u201cPush Strategie.\u201d Jak n\u00e1zev napov\u00edd\u00e1, zam\u011b\u0159en\u00ed je zde na zv\u00fd\u0161en\u00ed prodeje. Pokud je nap\u0159\u00edklad z\u0159ejm\u00e9, \u017ee konkr\u00e9tn\u00ed produkt z\u00e1kazn\u00edka se v sou\u010dasnosti prod\u00e1v\u00e1 velmi dob\u0159e, je jim uk\u00e1z\u00e1no, jak nastavit r\u016fzn\u00e9 cenov\u00e9 \u00farovn\u011b s Repricer, aby dos\u00e1hli co nejvy\u0161\u0161\u00edch p\u0159\u00edjm\u016f z prodeje. Pokud je tomu naopak, tedy pokud existuje produkt, kter\u00fd se prod\u00e1v\u00e1 pomalu, m\u016f\u017ee b\u00fdt cenov\u00e1 \u00farove\u0148 sn\u00ed\u017eena \u2013 a\u017e na minim\u00e1ln\u00ed cenu stanovenou z\u00e1kazn\u00edkem \u2013 aby se generovalo v\u00edce prodej\u016f.<\/li>
      2. Z\u00e1kazn\u00edk je ji\u017e zku\u0161en\u00fd prodejce a prod\u00e1v\u00e1 produkty t\u0159et\u00edch stran jako zna\u010dkov\u00e9 zbo\u017e\u00ed prost\u0159ednictv\u00edm Amazonu<\/strong> \u2192 V takov\u00e9m p\u0159\u00edpad\u011b je z\u00e1kazn\u00edkovi p\u0159edstavena na\u0161e \u201cBuy Box Strategie.\u201d I zde n\u00e1zev \u0159\u00edk\u00e1 v\u0161e, proto\u017ee tato strategie m\u00e1 za c\u00edl zajistit Buy Box pro z\u00e1kazn\u00edka \u2013 a t\u00edm p\u0159ibli\u017en\u011b 90% prodeje. K tomu mus\u00ed z\u00e1kazn\u00edk nejprve nastavit ur\u010dit\u00e9 cenov\u00e9 rozp\u011bt\u00ed pro p\u0159\u00edslu\u0161n\u00fd produkt. Pokud je nap\u0159\u00edklad stanovena maxim\u00e1ln\u00ed hranice 15 EUR a minim\u00e1ln\u00ed hranice 8 EUR, Repricer funguje v tomto rozp\u011bt\u00ed. Na\u0161e Repricer analyzuje ceny konkurence, nastav\u00ed cenu n\u00ed\u017ee a \u010dek\u00e1 na reakci ohledn\u011b proveden\u00ed zm\u011bny ceny. Pokud syst\u00e9m Amazonu potvrd\u00ed z\u00edsk\u00e1n\u00ed Buy Box, cena je nastavena. Jakmile z\u00e1kazn\u00edk dr\u017e\u00ed Buy Box, Repricer automaticky nastav\u00ed prodejn\u00ed cenu co nejv\u00fd\u0161e, ani\u017e by z\u00e1kazn\u00edk ztratil Buy Box. T\u00edmto zp\u016fsobem z\u016fst\u00e1v\u00e1 z\u00e1kazn\u00edk dr\u017eitelem Buy Box a<\/em> sou\u010dasn\u011b prod\u00e1v\u00e1 za co nejvy\u0161\u0161\u00ed cenu. Manually, cel\u00fd tento proces by zabral alespo\u0148 \u010d\u00e1ste\u010dn\u00fd \u00favazek, proto\u017ee anal\u00fdza cen konkurence vy\u017eaduje neust\u00e1l\u00e9 sledov\u00e1n\u00ed. Na\u0161i z\u00e1kazn\u00edci zde nejen z\u00edsk\u00e1vaj\u00ed Buy Box, ale tak\u00e9 \u0161et\u0159\u00ed \u010das a \u00fasil\u00ed, kter\u00e9 mohou investovat jinde.<\/li><\/ol><\/div><\/li><\/ol><\/div><\/li>
      3. Na konci dvout\u00fddenn\u00ed zku\u0161ebn\u00ed doby je z\u00e1kazn\u00edk znovu kontaktov\u00e1n, po\u017e\u00e1d\u00e1n o zp\u011btnou vazbu a v p\u0159\u00edpad\u011b pot\u0159eby je upravena cenov\u00e1 strategie.<\/li><\/ol><\/div>
        \"Pro<\/figure>

        Onboarding s Lost & Found<\/h3>

        Na\u0161e \u0159e\u0161en\u00ed Lost & Found je samoz\u0159ejm\u00e9 a v 95% p\u0159\u00edpad\u016f nevy\u017eaduje onboarding. Z\u00e1kazn\u00edkovi jsou vol\u00e1ny pouze v p\u0159\u00edpad\u011b anom\u00e1li\u00ed a nepravidelnost\u00ed, nap\u0159\u00edklad kdy\u017e se bl\u00ed\u017e\u00ed term\u00edny nebo se v kr\u00e1tk\u00e9m obdob\u00ed vyskytuje neobvykle vysok\u00fd po\u010det hl\u00e1\u0161en\u00ed o \u0161kod\u00e1ch.<\/p>

        Samoz\u0159ejm\u011b, t\u00fdm CSM je tak\u00e9 k dispozici kdykoliv pro z\u00e1kazn\u00edky Lost & Found a pom\u00e1h\u00e1 s nastaven\u00edm n\u00e1stroje, pokud si to p\u0159ej\u00ed.<\/p>

        Nad r\u00e1mec jednoduch\u00e9ho z\u00e1kaznick\u00e9ho servisu<\/h2>

        N\u00e1\u0161 t\u00fdm CSM je zodpov\u011bdn\u00fd za \u0159e\u0161en\u00ed v\u00fdzev a ot\u00e1zek na\u0161ich z\u00e1kazn\u00edk\u016f. Kontakt s na\u0161\u00edm t\u00fdmem lze nav\u00e1zat prost\u0159ednictv\u00edm na\u0161\u00ed webov\u00e9 str\u00e1nky nebo hork\u00e9 linky<\/a>. Krom\u011b toho jsou tak\u00e9 aktivn\u011b \u0159e\u0161eny dal\u0161\u00ed pot\u0159eby na\u0161ich z\u00e1kazn\u00edk\u016f.<\/p>

        Konzultace a posouzen\u00ed pot\u0159eb<\/h3>

        Sou\u010d\u00e1st\u00ed ji\u017e popsan\u00e9ho onboardingu a z\u00e1kaznick\u00e9ho servisu je konzultace a posouzen\u00ed pot\u0159eb. \u201cB\u011bhem konzultace nejprve z\u00edsk\u00e1me konkr\u00e9tn\u00ed obr\u00e1zek o celkov\u00e9 situaci a pot\u00e9 spole\u010dn\u011b se z\u00e1kazn\u00edkem ur\u010dujeme, kter\u00e9 prodejn\u00ed strategie jsou v dan\u00e9m p\u0159\u00edpad\u011b nejefektivn\u011bj\u0161\u00ed,\u201d vysv\u011btluje Susana, mana\u017eerka CS pro jazyky angli\u010dtinu, n\u011bm\u010dinu a \u0161pan\u011bl\u0161tinu.<\/p>

        V dynamick\u00e9m pracovn\u00edm prost\u0159ed\u00ed, jako je e-commerce, \u010dasto jedna konzultace nesta\u010d\u00ed. Nap\u0159\u00edklad pokud se trh zm\u011bn\u00ed v d\u016fsledku vstupu nov\u00fdch konkurent\u016f nebo pokud Amazon s\u00e1m jedn\u00e1 jako prodejce produktu, z\u00e1kazn\u00edci maj\u00ed v\u017edy mo\u017enost vyhledat dal\u0161\u00ed konzultaci.<\/p>

        Krom\u011b toho je spokojenost z\u00e1kazn\u00edk\u016f hodnocena jednou za \u010dtvrtlet\u00ed prost\u0159ednictv\u00edm telefonick\u00e9ho pr\u016fzkumu. St\u00e1vaj\u00edc\u00ed z\u00e1kazn\u00edci jsou aktivn\u011b kontaktov\u00e1ni a jsou prov\u00e1d\u011bny dotazy na to, jak zlep\u0161it ji\u017e existuj\u00edc\u00ed proces.<\/p>

        Tato bl\u00edzkost k z\u00e1kazn\u00edkovi je pro SELLERLOGIC velmi d\u016fle\u017eit\u00e1, proto\u017ee je to jedin\u00fd zp\u016fsob, jak vid\u011bt produkt z pohledu u\u017eivatele. T\u00edmto zp\u016fsobem t\u00fdm tak\u00e9 objevuje optimaliza\u010dn\u00ed potenci\u00e1ly, kter\u00e9 by jinak nebylo snadn\u00e9 identifikovat v ka\u017edodenn\u00ed pr\u00e1ci.<\/p>

        Proaktivn\u00ed a<\/em> reaktivn\u00ed – mix to d\u011bl\u00e1<\/h3>
        \n

        \u201cCo mysl\u00edte t\u00edm \u2018stagnace\u2019? Dosud jsme nic takov\u00e9ho neza\u017eili.\u201d<\/span><\/p>\nMarco, mana\u017eer CS v oblasti \u0161pan\u011bl\u0161tiny, angli\u010dtiny a n\u011bm\u010diny<\/cite><\/blockquote>

        D\u00edky mnoha kontaktn\u00edm bod\u016fm se z\u00e1kazn\u00edky jsou \u010dasto zmi\u0148ov\u00e1ny men\u0161\u00ed obt\u00ed\u017ee, kter\u00e9 jsou v tuto chv\u00edli je\u0161t\u011b natolik nev\u00fdznamn\u00e9, \u017ee by je z\u00e1kazn\u00edci sami t\u00fdmu CSM nep\u0159edlo\u017eili. To m\u00e1 dv\u011b v\u00fdhody: Na jedn\u00e9 stran\u011b lze tyto obt\u00ed\u017ee vy\u0159e\u0161it d\u0159\u00edve, ne\u017e se vyvinou v skute\u010dn\u00e9 probl\u00e9my; na druh\u00e9 stran\u011b t\u00edmto zp\u016fsobem lze identifikovat p\u016fvod ji\u017e existuj\u00edc\u00edch v\u00fdzev a p\u0159edat je \u2013 nap\u0159\u00edklad produktov\u00e9mu v\u00fdvoji.<\/p>

        Na konci dne …<\/h2>

        \u2026 n\u00e1\u0161 t\u00fdm CSM v\u017edy nach\u00e1z\u00ed nov\u00e9 zp\u016fsoby, jak pos\u00edlit spolupr\u00e1ci s na\u0161imi z\u00e1kazn\u00edky. Proaktivn\u00edm jedn\u00e1n\u00edm a neust\u00e1l\u00fdm usilov\u00e1n\u00edm o zlep\u0161en\u00ed dokazuj\u00ed, \u017ee apatie \u2013 jak se \u010dasto setk\u00e1v\u00e1me v oblasti z\u00e1kaznick\u00e9ho servisu \u2013 nem\u00e1 m\u00edsto u SELLERLOGIC.<\/p>

        Kredity obr\u00e1zk\u016f v po\u0159ad\u00ed obr\u00e1zk\u016f: \u00a9 A Stockphoto \u2013 stock.adobe.com \/ \u00a9 Andrey Popov \u2013 stock.adobe.com<\/p>","protected":false},"excerpt":{"rendered":"

        Profesion\u00e1ln\u00ed rozmanitost na\u0161ich z\u00e1kazn\u00edk\u016f, stejn\u011b jako vysok\u00e1 o\u010dek\u00e1v\u00e1n\u00ed, kter\u00e1 kladou na na\u0161i spole\u010dnost, nenech\u00e1vaj\u00ed \u017e\u00e1dn\u00fd prostor pro nedbalost v oblasti \u0159\u00edzen\u00ed z\u00e1kaznick\u00e9 podpory (CSM). Zvl\u00e1\u0161\u0165 v oblasti SaaS (Software jako slu\u017eba) jsou o\u010dek\u00e1v\u00e1n\u00ed z\u00e1kazn\u00edk\u016f obzvl\u00e1\u0161\u0165 vysok\u00e1 a vy\u017eaduj\u00ed hodn\u011b od zam\u011bstnanc\u016f z\u00e1kaznick\u00e9ho servisu. To potvrzuje tak\u00e9 Arne, vedouc\u00ed CSM u SELLERLOGIC. Arne m\u016f\u017ee z vlastn\u00ed<\/p>\n","protected":false},"author":6,"featured_media":8542,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sidebar_recommended_resources":{"data":[]},"sidebar_header_settings":{"hide_buttons":{"register":false}},"_use_new_theme":false,"inline_featured_image":false,"footnotes":""},"categories":[918],"tags":[],"class_list":["post-108672","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-na-vlastni-ucet"],"yoast_head":"\nZa\u0161kolen\u00ed a z\u00e1kaznick\u00e1 podpora \u2013 T\u00fdm CSM u SELLERLOGIC | SELLERLOGIC<\/title>\n<meta name=\"description\" content=\"Z\u00e1kaznick\u00fd servis \u2013 zejm\u00e9na v oblasti SaaS \u2013 je n\u00e1ro\u010dn\u00fd a vy\u017eaduje hodn\u011b od zam\u011bstnanc\u016f. 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