{"id":224103,"date":"2021-04-20T03:08:00","date_gmt":"2021-04-20T03:08:00","guid":{"rendered":"https:\/\/127.0.0.1\/blog\/ivedimas-ir-klientu-aptarnavimas-csm-komanda-sellerlogic\/"},"modified":"2021-04-20T03:08:00","modified_gmt":"2021-04-20T03:08:00","slug":"ivedimas-ir-klientu-aptarnavimas-csm-komanda-sellerlogic","status":"publish","type":"post","link":"https:\/\/www.sellerlogic.com\/lt\/blog\/ivedimas-ir-klientu-aptarnavimas-csm-komanda-sellerlogic\/","title":{"rendered":"\u012evedimas ir klient\u0173 aptarnavimas \u2013 CSM komanda SELLERLOGIC"},"content":{"rendered":"

M\u016bs\u0173 klient\u0173 profesin\u0117 \u012fvairov\u0117, taip pat auk\u0161ti l\u016bkes\u010diai, kuriuos jie kelia m\u016bs\u0173 \u012fmonei, nepalieka vietos aplaidumui Klient\u0173 aptarnavimo valdymo (CSM) srityje. Ypa\u010d SaaS (programin\u0117 \u012franga kaip paslauga) srityje klient\u0173 l\u016bkes\u010diai yra ypa\u010d auk\u0161ti ir reikalauja daug i\u0161 klient\u0173 aptarnavimo darbuotoj\u0173.<\/p>

Tai taip pat patvirtina Arne, CSM vadovas<\/a> SELLERLOGIC. Arne gali pasakyti i\u0161 patirties, kaip auk\u0161ti l\u016bkes\u010diai i\u0161 klient\u0173 yra \u0161ioje darbo srityje ir taip pat \u017eino, kad \u0161i\u0173 l\u016bkes\u010di\u0173 ne\u012fgyvendina daugelis \u012fmoni\u0173. Gal\u0173 gale, tai ne tik veikia klient\u0173 pasitik\u0117jim\u0105 tokiomis \u012fmon\u0117mis, bet ir darbuotoj\u0173 motyvacij\u0105. \u0160iuo at\u017evilgiu m\u016bs\u0173 CSM komanda mieliau remiasi plok\u0161\u010diomis hierarchijomis ir pasitik\u0117jimu, o ne grie\u017etu kontrol\u0117s ir proces\u0173 priklausomumu. \u0160is po\u017ei\u016bris leid\u017eia Arne reikalauti auk\u0161\u010diausio na\u0161umo ir kompetencijos standart\u0173 i\u0161 savo komandos nuo pirmos dienos, ir jis d\u017eiaugiasi, kad b\u016btent \u0161\u012f standart\u0105 gavo nuo pat pirmos dienos.<\/p>

Bet kas daro klient\u0173 aptarnavim\u0105 SaaS sektoriuje tok\u012f ypating\u0105? Viena vertus, tai produktas: programin\u0117 \u012franga nuolat kei\u010diasi \u2013 skirtingai nei vartojimo prek\u0117s, pavyzd\u017eiui. Funkcijos yra \u012fgyvendinamos, klaidos turi b\u016bti taisomos, o kartais visas valdymo pultas yra perkuriamas. Tokiam dinami\u0161kam produktui reikia nuolatin\u0117s komunikacijos tarp klient\u0173 ir \u012fmon\u0117s. Programin\u0117 \u012franga turi b\u016bti pristatyta klientui kaip \u012fvedimo proceso dalis, o po to klient\u0173 aptarnavimas visada turi b\u016bti pasireng\u0119s efektyviai pad\u0117ti visiems vartotojams bet kuriuo metu ir informuoti juos apie bet kokius poky\u010dius.<\/p>

Mes SELLERLOGIC suk\u016br\u0117me savo sistem\u0105, kuri yra pritaikyta tiek klientams, tiek darbuotojams.<\/p>

S\u0117kmingai u\u017esiregistravote, k\u0105 dabar?<\/h2>

Kalb\u0117jome su m\u016bs\u0173 CSM komanda, kad su\u017einotume, kaip veikia procesai \u012fvedimo ir klient\u0173 aptarnavimo metu. Pirmiausia svarbu atskirti skirting\u0173 sprendim\u0173 \u012fvedimus.<\/p>

\u012evedimas Repricer<\/h3>
\n

\u201e\u012evedimas yra nepaprastai jaudinanti mano darbo dalis, nes \u010dia tikrai gali jausti klient\u0173 motyvacij\u0105!\u201c<\/span><\/p>\nLudivine, CS vadov\u0117 pranc\u016bz\u0173, vokie\u010di\u0173 ir angl\u0173 kalboms<\/cite><\/blockquote>

  1. M\u016bs\u0173 CSM komandos prane\u0161im\u0173 centras informuoja m\u016bs\u0173 darbuotojus per Push prane\u0161imus apie poky\u010dius klient\u0173 paskyrose. Pavyzd\u017eiui, at\u0161aukimai, sutar\u010di\u0173 atnaujinimai, sutar\u010di\u0173 koregavimai, taip pat naujos registracijos Repricer yra perduodamos komandai.<\/li>
  2. Pirmiausia u\u017eduotys paskirstomos pagal kalb\u0105. Tai n\u0117ra didel\u0117 problema, nes dauguma CSM darbuotoj\u0173 SELLERLOGIC yra trikalbiai arba net keturkalbiai.<\/li>
  3. V\u0117liau analizuojamas kliento Amazon profilis. Nustatoma, kurie produktai parduodami kuriame prekyviet\u0117je, kiek SKU turi klientas, ar jie parduoda priva\u010dius \u017eenklus, prekinius \u017eenklus, ar abu tipus. Be to, aptariama, kiek patirties klientas jau \u012fgijo kaip Amazon pardav\u0117jas ir kuriose srityse \u0161i patirtis buvo \u012fgyta. \u0160ios analiz\u0117s padeda sukurti optimali\u0105 kain\u0173 koregavimo strategij\u0105, kuri bus pasi\u016blyta klientui pokalbio metu.<\/li>
  4. Kai registracija baigta, klientui skambinama ir klausiama, ar SELLERLOGIC gali suteikti koki\u0105 nors pagalb\u0105. Klientas taip pat gali pra\u0161yti kontakto i\u0161 karto po registracijos per m\u016bs\u0173 atgalinio skambu\u010dio paslaug\u0105. Jei reikia pagalbos, \u012fvedimas prasideda i\u0161 karto arba suplanuojamas tinkamas susitikimas. \u012evedimo metu su klientu aptariama, kaip m\u016bs\u0173 sprendim\u0105 galima naudoti efektyviausiai konkre\u010diu atveju. \u012evedimo pokalbiai paprastai trunka 45 minutes, ta\u010diau, \u017einoma, klientui n\u0117ra nustatytas laiko limitas. Pokalbyje aptariami \u0161ie punktai:
    1. Pirmiausia m\u016bs\u0173 klientams suteikiama i\u0161sami programin\u0117s \u012frangos pristatymas. CSM darbuotojas kartu su klientu per\u017ei\u016bri naujai sukurt\u0105 paskyr\u0105. \u012e\u0117jus, klientui paai\u0161kinamos produkto funkcijos ir naudojimas.<\/li>
    2. V\u0117liau klientui teikiamos rekomendacijos, remiantis 3 punkte aptarta informacija. Kiekviena konsultacija pritaikoma prie konkre\u010dios kliento situacijos ir atitinkamai skiriasi. \u0160tai du pavyzd\u017eiai:
      1. Klientas yra naujas Amazon ir savo produkto priva\u010diojo \u017eenklo pardav\u0117jas<\/strong> \u2192 Tokiu atveju m\u016bs\u0173 klientams si\u016bloma \u201ePush strategija.\u201c Kaip rodo pavadinimas, \u010dia d\u0117mesys skiriamas pardavim\u0173 didinimui. Jei, pavyzd\u017eiui, akivaizdu, kad tam tikras kliento produktas \u0161iuo metu parduodamas labai gerai, jiems parodoma, kaip nustatyti \u012fvairius kain\u0173 lygius su Repricer, kad maksimaliai padidint\u0173 pajamas i\u0161 pardavim\u0173. Prie\u0161ingai, jei yra produktas, kuris parduodamas l\u0117tai, kain\u0173 lygis gali b\u016bti suma\u017eintas \u2013 iki kliento nustatytos minimalios kainos \u2013 kad b\u016bt\u0173 generuojami daugiau pardavim\u0173.<\/li>
      2. Klientas jau yra patyr\u0119s pardav\u0117jas ir parduoda tre\u010di\u0173j\u0173 \u0161ali\u0173 produktus kaip prekinius \u017eenklus Amazon<\/strong> \u2192 Tokiu atveju klientui pristatoma m\u016bs\u0173 \u201eBuy Box strategija.\u201c \u010cia taip pat pavadinimas atitinka program\u0105, nes \u0161i strategija siekia u\u017etikrinti Buy Box klientui \u2013 ir taip apie 90% pardavim\u0173. Tam klientas pirmiausia turi nustatyti tam tikr\u0105 kain\u0173 diapazon\u0105 atitinkamam produktui. Jei, pavyzd\u017eiui, nustatomas maksimalus limitas 15 EUR ir minimalus limitas 8 EUR, Repricer veikia \u0161iame diapazone. M\u016bs\u0173 Repricer analizuoja konkurencijos kainas, nustato kain\u0105 \u017eemesn\u0119 ir laukia atsako d\u0117l kainos pakeitimo \u012fgyvendinimo. Jei Amazon sistema patvirtina Buy Box \u012fsigijim\u0105, kaina nustatoma. Kai klientas turi Buy Box, Repricer automati\u0161kai nustato pardavimo kain\u0105 kuo auk\u0161\u010diau, kad klientas neprarast\u0173 Buy Box. Taip klientas i\u0161lieka Buy Box savininku ir<\/em> tuo pa\u010diu metu parduoda u\u017e kuo auk\u0161tesn\u0119 kain\u0105. Manually, visas \u0161is procesas reikalaut\u0173 bent dalinio etato, nes konkurencijos kain\u0173 analiz\u0117 reikalauja nuolatinio steb\u0117jimo. Tod\u0117l m\u016bs\u0173 klientai ne tik gauna Buy Box, bet ir taupo laik\u0105 bei pastangas, kurias gali investuoti kitur.<\/li><\/ol><\/div><\/li><\/ol><\/div><\/li>
      3. Po dviej\u0173 savai\u010di\u0173 bandomojo laikotarpio klientui v\u0117l skambinama, pra\u0161oma atsiliepim\u0173, o jei reikia, kain\u0173 strategija koreguojama.<\/li><\/ol><\/div>
        \"M\u016bs\u0173<\/figure>

        \u012evedimas Lost & Found<\/h3>

        M\u016bs\u0173 sprendimas Lost & Found yra savaime suprantamas ir 95% atvej\u0173 nereikalauja \u012fvedimo. Klientui skambinama tik esant anomalijoms ir nereguliarumams, pavyzd\u017eiui, kai art\u0117ja terminai arba kai per trump\u0105 laik\u0105 pasitaiko ne\u012fprastai didelis skai\u010dius \u017ealos prane\u0161im\u0173.<\/p>

        \u017dinoma, CSM komanda taip pat visada yra prieinama Lost & Found klientams ir padeda nustatyti \u012frank\u012f, jei to pageidaujama.<\/p>

        Be paprasto klient\u0173 aptarnavimo<\/h2>

        M\u016bs\u0173 CSM komanda atsakinga u\u017e m\u016bs\u0173 klient\u0173 i\u0161\u0161\u016bki\u0173 ir klausim\u0173 sprendim\u0105. Susisiekti su m\u016bs\u0173 komanda galima per m\u016bs\u0173 svetain\u0119 arba kar\u0161t\u0105j\u0105 linij\u0105<\/a>. Be to, aktyviai sprend\u017eiami ir papildomi m\u016bs\u0173 klient\u0173 poreikiai.<\/p>

        Konsultacijos ir poreiki\u0173 vertinimas<\/h3>

        Jau apra\u0161ytos \u012fvedimo ir klient\u0173 aptarnavimo dalis yra konsultacijos ir poreiki\u0173 vertinimas. \u201eKonsultacijos metu pirmiausia susidarome konkret\u0173 bendros situacijos vaizd\u0105 ir tada kartu su klientu nustatome, kurios pardavimo strategijos yra efektyviausios konkre\u010diu atveju,\u201c ai\u0161kina Susana, CS vadov\u0117 angl\u0173, vokie\u010di\u0173 ir ispan\u0173 kalboms.<\/p>

        Dinami\u0161koje darbo aplinkoje, tokioje kaip elektronin\u0117 prekyba, vienos konsultacijos da\u017enai nepakanka. Pavyzd\u017eiui, jei prekyviet\u0117 kei\u010diasi d\u0117l nauj\u0173 konkurent\u0173 atsiradimo arba pati Amazon veikia kaip produkto pardav\u0117jas, klientai visada turi galimyb\u0119 v\u0117l kreiptis patarimo.<\/p>

        Be to, klient\u0173 pasitenkinimas vertinamas kart\u0105 per ketvirt\u012f per telefonin\u0119 apklaus\u0105. Esami klientai aktyviai skambinami ir klausiama, kaip galima patobulinti jau esam\u0105 proces\u0105.<\/p>

        \u0160is artumas prie kliento yra labai svarbus SELLERLOGIC, nes tik taip galima pamatyti produkt\u0105 i\u0161 vartotojo perspektyvos. Tokiu b\u016bdu komanda taip pat atranda optimizavimo potencialus, kurie kitu atveju neb\u016bt\u0173 lengvai identifikuojami kasdieniame darbe.<\/p>

        Proaktyvus ir<\/em> reaguojantis – svarbu mi\u0161inys<\/h3>
        \n

        \u201cK\u0105 tu turi omenyje sakydamas \u2018sustojimas\u2019? Mes dar nesame patyr\u0119 nieko pana\u0161aus.\u201d<\/span><\/p>\nMarco, CS vadovas ispan\u0173, angl\u0173 ir vokie\u010di\u0173 kalbose<\/cite><\/blockquote>

        Per daugel\u012f kontakt\u0173 su klientais da\u017enai minimos ma\u017eesn\u0117s problemos, kurios \u0161iuo metu yra tokios nereik\u0161mingos, kad klientai patys j\u0173 neb\u016bt\u0173 pateik\u0119 CSM komandai. Tai turi dvi prana\u0161umus: viena vertus, \u0161ios problemos gali b\u016bti i\u0161spr\u0119stos prie\u0161 joms i\u0161sivystant \u012f tikras problemas; kita vertus, tokiu b\u016bdu galima nustatyti jau egzistuojan\u010di\u0173 i\u0161\u0161\u016bki\u0173 kilm\u0119 ir perduoti j\u0105 \u2013 pavyzd\u017eiui, produkt\u0173 pl\u0117trai.<\/p>

        Pabaigoje dienos …<\/h2>

        … m\u016bs\u0173 CSM komanda visada randa nauj\u0173 b\u016bd\u0173 stiprinti bendradarbiavim\u0105 su m\u016bs\u0173 klientais. Per proaktyvi\u0105 veikl\u0105 ir nuolatin\u012f tobul\u0117jimo siekim\u0105 jie parodo, kad apatija \u2013 kaip da\u017enai pasitaiko klient\u0173 aptarnavimo srityje \u2013 neturi vietos SELLERLOGIC.<\/p>

        Vaizd\u0173 kreditai pagal vaizd\u0173 tvark\u0105: \u00a9 A Stockphoto \u2013 stock.adobe.com \/ \u00a9 Andrey Popov \u2013 stock.adobe.com<\/p>","protected":false},"excerpt":{"rendered":"

        M\u016bs\u0173 klient\u0173 profesin\u0117 \u012fvairov\u0117, taip pat auk\u0161ti l\u016bkes\u010diai, kuriuos jie kelia m\u016bs\u0173 \u012fmonei, nepalieka vietos aplaidumui Klient\u0173 aptarnavimo valdymo (CSM) srityje. Ypa\u010d SaaS (programin\u0117 \u012franga kaip paslauga) srityje klient\u0173 l\u016bkes\u010diai yra ypa\u010d auk\u0161ti ir reikalauja daug i\u0161 klient\u0173 aptarnavimo darbuotoj\u0173. Tai taip pat patvirtina Arne, CSM vadovas SELLERLOGIC. Arne gali pasakyti i\u0161 patirties, kaip auk\u0161ti<\/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":[1683],"tags":[],"class_list":["post-224103","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-savo-vardu"],"yoast_head":"\n\u012evedimas ir klient\u0173 aptarnavimas \u2013 CSM komanda SELLERLOGIC | SELLERLOGIC<\/title>\n<meta name=\"description\" content=\"Klient\u0173 aptarnavimas \u2013 ypa\u010d SaaS srityje \u2013 yra reikalaujantis ir reikalauja daug i\u0161 darbuotoj\u0173. 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