{"id":111822,"date":"2021-04-20T03:08:00","date_gmt":"2021-04-20T03:08:00","guid":{"rendered":"https:\/\/127.0.0.1\/blog\/ievadapmaciba-un-klientu-apkalposana-csm-komanda-sellerlogic\/"},"modified":"2021-04-20T03:08:00","modified_gmt":"2021-04-20T03:08:00","slug":"ievadapmaciba-un-klientu-apkalposana-csm-komanda-sellerlogic","status":"publish","type":"post","link":"https:\/\/www.sellerlogic.com\/lv\/blog\/ievadapmaciba-un-klientu-apkalposana-csm-komanda-sellerlogic\/","title":{"rendered":"Ievadapm\u0101c\u012bba un klientu apkalpo\u0161ana \u2013 CSM komanda SELLERLOGIC"},"content":{"rendered":"

M\u016bsu klientu profesion\u0101l\u0101 daudzveid\u012bba, k\u0101 ar\u012b augst\u0101s pras\u012bbas, ko vi\u0146i izvirza m\u016bsu uz\u0146\u0113mumam, ne\u013cauj atsl\u0101bt klientu atbalsta p\u0101rvald\u012bbas (CSM) jom\u0101. \u012apa\u0161i SaaS (programmat\u016bra k\u0101 pakalpojums) jom\u0101 klientu pras\u012bbas ir \u012bpa\u0161i augstas un prasa no klientu apkalpo\u0161anas darbiniekiem daudz.<\/p>

To apstiprina ar\u012b Arne, CSM vad\u012bt\u0101js<\/a> pie SELLERLOGIC. Arne no pieredzes var teikt, cik augstas ir klientu cer\u012bbas attiec\u012bb\u0101 uz \u0161o darba jomu, un, no otras puses, zina, ka \u0161\u012bs cer\u012bbas daudzos uz\u0146\u0113mumos netiek izpild\u012btas. Tas galu gal\u0101 cie\u0161 ne tikai klientu uztic\u012bbu \u0161\u0101diem uz\u0146\u0113mumiem, bet ar\u012b darbinieku motiv\u0101ciju. T\u0101p\u0113c m\u016bsu CSM komanda labpr\u0101t\u0101k balst\u0101s uz plakan\u0101m hierarhij\u0101m un uztic\u0113\u0161anos, nevis uz stingru kontroli un procesu atkar\u012bbu. \u0160is pieejas veids \u013cauj Arne jau no pirm\u0101s dienas pras\u012bt no sava komandas visaugst\u0101ko snieguma un kompetences standartu, un vi\u0146\u0161 ir \u013coti priec\u012bgs, ka kop\u0161 pirm\u0101s dienas tie\u0161i \u0161is standarts tiek nodro\u0161in\u0101ts. <\/p>

Bet k\u0101p\u0113c klientu apkalpo\u0161ana SaaS jom\u0101 ir tik \u012bpa\u0161a? No vienas puses, tas ir produkts: programmat\u016bra, at\u0161\u0137ir\u012bb\u0101 no pat\u0113ri\u0146a prec\u0113m, past\u0101v\u012bgi main\u0101s. Tiek ieviesti jauni r\u012bki, reiz\u0113m j\u0101nov\u0113r\u0161 k\u013c\u016bdas, reiz\u0113m tiek piln\u012bb\u0101 p\u0101rstr\u0101d\u0101ts viss inform\u0101cijas panelis. \u0160\u0101ds dinamiskais produkts prasa past\u0101v\u012bgu komunik\u0101ciju starp klientiem un uz\u0146\u0113mumu. Programmat\u016bra j\u0101iepaz\u012bstina ar klientu, ievadapm\u0101c\u012bbas ietvaros, un p\u0113c tam klientu apkalpo\u0161anai vienm\u0113r j\u0101sp\u0113j efekt\u012bvi atbalst\u012bt visus lietot\u0101jus un inform\u0113t par jebkur\u0101m izmai\u0146\u0101m.<\/p>

M\u0113s pie SELLERLOGIC esam izstr\u0101d\u0101ju\u0161i savu sist\u0113mu, kas piel\u0101gota gan klientiem, gan darbiniekiem.<\/p>

Veiksm\u012bgi re\u0123istr\u0113ts, kas tagad?<\/h2>

M\u0113s esam run\u0101ju\u0161i ar m\u016bsu CSM komandu, lai noskaidrotu, k\u0101 notiek procesi iek\u013cau\u0161an\u0101 un klientu apkalpo\u0161an\u0101. Vispirms \u0161eit j\u0101no\u0161\u0137ir da\u017e\u0101du risin\u0101jumu iek\u013cau\u0161anas procesi.<\/p>

Iek\u013cau\u0161ana pie Repricer<\/h3>
\n

\u201eIek\u013cau\u0161ana ir \u0101rk\u0101rt\u012bgi aizraujo\u0161a mana darba da\u013ca, jo \u0161eit visvair\u0101k j\u016btama klientu motiv\u0101cija!\u201d<\/span><\/p>\nLudivine, CS vad\u012bt\u0101ja fran\u010du, v\u0101cu un ang\u013cu valod\u0101s<\/cite><\/blockquote>

  1. M\u016bsu CSM komandas pazi\u0146ojumu centrs inform\u0113 m\u016bsu darbiniekus, izmantojot Push pazi\u0146ojumu par izmai\u0146\u0101m klientu kontos. Piem\u0113ram, tiek sazin\u0101ts par atlai\u0161an\u0101m, l\u012bguma pagarin\u0101jumiem, l\u012bguma izmai\u0146\u0101m, k\u0101 ar\u012b jauniem pieteikumiem uz Repricer.<\/li>
  2. Vispirms tiek pie\u0161\u0137irta valoda. Nav liela probl\u0113ma, jo galu gal\u0101 SELLERLOGIC liel\u0101k\u0101 da\u013ca CSM darbinieku ir tr\u012bszvalod\u012bgi vai pat \u010detrvalod\u012bgi.<\/li>
  3. P\u0113c tam tiek analiz\u0113ts klienta Amazon profils. Tiek noskaidrots, kuri produkti tiek p\u0101rdoti kur\u0101 tirg\u016b, cik daudz SKU klientam ir, vai vi\u0146\u0161 vai vi\u0146a p\u0101rdod priv\u0101to z\u012bmolu, tirdzniec\u012bbas preces vai abus veidus. Turkl\u0101t tiek apspriests, cik daudz pieredzes klients jau ir ieguvis k\u0101 Amazon p\u0101rdev\u0113js un k\u0101d\u0101s jom\u0101s \u0161\u012b pieredze ir ieg\u016bta. \u0160\u012bs anal\u012bzes kalpo optim\u0101lai strat\u0113\u0123ijas izstr\u0101dei cenu piel\u0101go\u0161anai, kas tiek pied\u0101v\u0101ta klientam sarun\u0101.<\/li>
  4. Kad re\u0123istr\u0101cija ir veikta, klients tiek piezvan\u012bts un jaut\u0101ts, vai SELLERLOGIC var sniegt atbalstu. Klients var ar\u012b nekav\u0113joties p\u0113c re\u0123istr\u0101cijas piepras\u012bt kontaktu, izmantojot m\u016bsu atzvan\u012b\u0161anas pakalpojumu. Ja nepiecie\u0161ams atbalsts, iek\u013cau\u0161ana s\u0101kas nekav\u0113joties vai tiek noteikts piem\u0113rots laiks. Iek\u013cau\u0161anas laik\u0101 kop\u0101 ar klientu tiek apspriests, k\u0101 m\u016bsu risin\u0101jums konkr\u0113taj\u0101 gad\u012bjum\u0101 var tikt izmantots visefekt\u012bv\u0101k. Iek\u013cau\u0161anas sarunas parasti ilgst 45 min\u016btes, ta\u010du, protams, klientam nav noteikts laika ierobe\u017eojums. Sarun\u0101 ietilpst \u0161\u0101di punkti:
    1. Vispirms m\u016bsu klientiem tiek detaliz\u0113ti iepaz\u012bstin\u0101ta ar programmat\u016bru. CSM darbinieks kop\u0101 ar klientu ieiet jaunizveidotaj\u0101 kont\u0101. Iek\u0161\u0101 tiek skaidrotas klientam produkta funkcijas un lieto\u0161anas veids.<\/li>
    2. P\u0113c tam klients, pamatojoties uz 3. punkt\u0101 apspriestaj\u0101m inform\u0101cij\u0101m, tiek konsult\u0113ts. Katrs konsult\u0101cijas process ir piel\u0101gots konkr\u0113tajai klienta situ\u0101cijai un attiec\u012bgi at\u0161\u0137iras. \u0160eit ir divi piem\u0113ri:
      1. Klients ir jauns Amazon un priv\u0101t\u0101 z\u012bmola p\u0101rdev\u0113js sava produkta<\/strong> \u2192 \u0160aj\u0101 gad\u012bjum\u0101 m\u016bsu klientiem tiek pied\u0101v\u0101ta \u201ePush strat\u0113\u0123ija\u201d. K\u0101 nosaukums jau nor\u0101da, \u0161eit uzsvars tiek likts uz p\u0101rdo\u0161anas apjoma palielin\u0101\u0161anu. Ja, piem\u0113ram, ir redzams, ka konkr\u0113ts produkts klientam \u0161obr\u012bd \u013coti labi p\u0101rdodas, vi\u0146am\/vi\u0146ai tiek par\u0101d\u012bts, k\u0101 ar Repricer iestat\u012bt da\u017e\u0101das cenu pak\u0101pes, lai g\u016btu maksim\u0101lo ie\u0146\u0113mumu no p\u0101rdo\u0161anas. Ja ir pret\u0113jais gad\u012bjums, proti, ja ir produkts, kas p\u0101rdodas l\u0113ni, tad cenu pak\u0101pe var tikt piel\u0101gota uz leju \u2013 l\u012bdz klienta noteiktajai minim\u0101lajai cenai \u2013 lai \u0123ener\u0113tu vair\u0101k p\u0101rdo\u0161anas.
      2. Klients jau ir pieredz\u0113jis tirgot\u0101js un p\u0101rdod sve\u0161us produktus k\u0101 tirdzniec\u012bbas preces caur Amazon<\/strong> \u2192 \u0160\u0101d\u0101 gad\u012bjum\u0101 klientam tiek iepaz\u012bstin\u0101ta ar m\u016bsu \u201eBuy Box strat\u0113\u0123iju\u201d. Ar\u012b \u0161eit nosaukums atbilst programmai, jo \u0161\u012bs strat\u0113\u0123ijas m\u0113r\u0137is ir nodro\u0161in\u0101t klientam Buy Box \u2013 un t\u0101d\u0113j\u0101di apm\u0113ram 90 % p\u0101rdo\u0161anas. Tam klientam vispirms j\u0101nosaka noteikts cenu diapazons attiec\u012bgajam produktam. Ja, piem\u0113ram, maksim\u0101l\u0101 robe\u017ea tiek noteikta 15 EUR un minim\u0101l\u0101 robe\u017ea 8 EUR, tad Repricer darbojas tie\u0161i \u0161aj\u0101 diapazon\u0101. M\u016bsu Repricer analiz\u0113 konkurentu cenas, nosaka cenu zem\u0101k, un gaida atbildi par cenu izmai\u0146u \u012bsteno\u0161anu. Ja Amazon sist\u0113ma apstiprina Buy Box ieg\u016b\u0161anu, cena tiek noteikta. Kad klients ir Buy Box \u012bpa\u0161nieks, Repricer autom\u0101tiski nosaka p\u0101rdo\u0161anas cenu p\u0113c iesp\u0113jas augst\u0101ku, neapdraudot klienta Buy Box ieg\u016b\u0161anu. Klients t\u0101d\u0113j\u0101di paliek Buy Box \u012bpa\u0161nieks un<\/em> vienlaikus p\u0101rdod par maksim\u0101lo cenu. Manu\u0101li \u0161is viss process pras\u012btu vismaz vienu da\u013claika vietu, jo konkurences cenu anal\u012bzei ir nepiecie\u0161ama past\u0101v\u012bga uzraudz\u012bba. M\u016bsu klienti \u0161eit ieg\u016bst ne tikai Buy Box, bet ar\u012b ietaupa laiku un sp\u0113ku, ko var ieguld\u012bt citur.<\/ol><\/div><\/li><\/ol><\/div><\/li>
      3. Testa perioda beig\u0101s, p\u0113c div\u0101m ned\u0113\u013c\u0101m, v\u0113lreiz tiek piezvan\u012bts klientam, jaut\u0101ts par atsauksm\u0113m un, ja nepiecie\u0161ams, piel\u0101gota cenu strat\u0113\u0123ija.<\/li><\/ol><\/div>
        \"Klientu<\/figure>

        Iek\u013cau\u0161ana pie Lost & Found<\/h3>

        M\u016bsu risin\u0101jums Lost & Found ir pa\u0161izskaidrojams un 95% gad\u012bjumu neprasa iek\u013cau\u0161anu. Tiek piezvan\u012bts tikai tad, ja ir novirzes un neatbilst\u012bbas klient\u0101, piem\u0113ram, ja termi\u0146i dr\u012bz beidzas vai ja \u012bs\u0101 laik\u0101 ir nov\u0113rojams neparasti liels boj\u0101jumu pazi\u0146ojumu skaits.<\/p>

        Protams, CSM komanda ir pieejama ar\u012b jebkur\u0101 laik\u0101 Lost & Found klientiem un pal\u012bdz r\u012bka iestat\u012b\u0161an\u0101, ja tas tiek v\u0113l\u0113ts.<\/p>

        P\u0101ri vienk\u0101r\u0161ai klientu apkalpo\u0161anai<\/h2>

        M\u016bsu CSM komanda ir atbild\u012bga par m\u016bsu klientu izaicin\u0101jumu un jaut\u0101jumu apkalpo\u0161anu. Sazi\u0146a ar m\u016bsu komandu var notikt caur m\u016bsu vietni vai karsto l\u012bniju<\/a>. Turkl\u0101t tiek akt\u012bvi risin\u0101tas ar\u012b citas m\u016bsu klientu vajadz\u012bbas.<\/p>

        Konsult\u0101cijas un vajadz\u012bbu noteik\u0161ana<\/h3>

        Da\u013ca no jau aprakst\u012btaj\u0101m iek\u013cau\u0161an\u0101m un klientu apkalpo\u0161anas ir konsult\u0101cijas un vajadz\u012bbu noteik\u0161ana. \u201eKonsult\u0101cij\u0101s vispirms ieg\u016bstam konkr\u0113tu kop\u0113j\u0101s situ\u0101cijas ainu un kop\u0101 ar klientu izstr\u0101d\u0101jam, kuras p\u0101rdo\u0161anas strat\u0113\u0123ijas konkr\u0113taj\u0101 gad\u012bjum\u0101 ir visefekt\u012bv\u0101k\u0101s,\u201d skaidro Susana, CS vad\u012bt\u0101ja ang\u013cu, v\u0101cu un sp\u0101\u0146u valod\u0101s.<\/p>

        Dinamisk\u0101 darba vid\u0113, piem\u0113ram, e-komercij\u0101, bie\u017ei vien ar vienu konsult\u0101ciju nepietiek. Ja, piem\u0113ram, tirgus main\u0101s, jo pievienojas jauni konkurenti vai Amazon pats par\u0101d\u0101s k\u0101 produkta p\u0101rdev\u0113js, klientiem vienm\u0113r ir iesp\u0113ja atk\u0101rtoti sa\u0146emt konsult\u0101cijas.<\/p>

        Papildus reizi ceturksn\u012b tiek noteikta klientu apmierin\u0101t\u012bba, veicot telefonisku aptauju. Past\u0101v\u012bgie klienti tiek akt\u012bvi piezvan\u012bti un tiek jaut\u0101ts, k\u0101 var uzlabot jau eso\u0161o procesu.<\/p>

        \u0160\u012b tuv\u012bba ar klientu ir SELLERLOGIC \u013coti svar\u012bga, jo tikai t\u0101 ir iesp\u0113jams redz\u0113t produktu ar\u012b no lietot\u0101ja perspekt\u012bvas. \u0160\u0101d\u0101 veid\u0101 komanda atkl\u0101j ar\u012b optimiz\u0101cijas potenci\u0101lus, kas cit\u0101di ikdienas darb\u0101 neb\u016btu tik viegli atkl\u0101jami.<\/p>

        Proakt\u012bvi un<\/em> reakt\u012bvi – mais\u012bjums ir svar\u012bgs<\/h3>
        \n

        \u201eKo tu dom\u0101 ar \u2018st\u0101v\u0113\u0161anu\u2019? Mums t\u0101da v\u0113l nav bijusi.\u201d<\/span><\/p>\nMarco, CS vad\u012bt\u0101js sp\u0101\u0146u, ang\u013cu un v\u0101cu valod\u0101s<\/cite><\/blockquote>

        Caur daudziem kontaktpunktiem ar klientiem bie\u017ei tiek min\u0113tas maz\u0101kas gr\u016bt\u012bbas, kuras \u0161aj\u0101 br\u012bd\u012b v\u0113l ir tik nenoz\u012bm\u012bgas, ka klienti t\u0101s no savas puses neb\u016btu nodotu CSM komandai. Tam ir divi ieguvumi: no vienas puses, \u0161\u012bs gr\u016bt\u012bbas var nov\u0113rst, pirms t\u0101s att\u012bst\u0101s par \u012bst\u0101m probl\u0113m\u0101m, no otras puses, \u0161\u0101d\u0101 veid\u0101 var noteikt jau eso\u0161o izaicin\u0101jumu izcelsmi un \u2013 piem\u0113ram, nodot to produktu izstr\u0101dei.<\/p>

        Dienas beig\u0101s …<\/h2>

        \u2026 m\u016bsu CSM komanda vienm\u0113r atrod jaunus veidus, k\u0101 stiprin\u0101t sadarb\u012bbu ar m\u016bsu klientiem. Caur proakt\u012bvu r\u012bc\u012bbu un past\u0101v\u012bgu tieksmi p\u0113c uzlabojumiem vi\u0146i par\u0101da, ka vienaldz\u012bba \u2013 k\u0101da bie\u017ei sastopama klientu apkalpo\u0161anas jom\u0101 \u2013 SELLERLOGIC nav vietas.<\/p>

        Att\u0113lu kred\u012bti att\u0113lu sec\u012bb\u0101: \u00a9 A Stockphoto \u2013 stock.adobe.com \/ \u00a9 Andrey Popov \u2013 stock.adobe.com<\/p>","protected":false},"excerpt":{"rendered":"

        M\u016bsu klientu profesion\u0101l\u0101 daudzveid\u012bba, k\u0101 ar\u012b augst\u0101s pras\u012bbas, ko vi\u0146i izvirza m\u016bsu uz\u0146\u0113mumam, ne\u013cauj atsl\u0101bt klientu atbalsta p\u0101rvald\u012bbas (CSM) jom\u0101. \u012apa\u0161i SaaS (programmat\u016bra k\u0101 pakalpojums) jom\u0101 klientu pras\u012bbas ir \u012bpa\u0161i augstas un prasa no klientu apkalpo\u0161anas darbiniekiem daudz. To apstiprina ar\u012b Arne, CSM vad\u012bt\u0101js pie SELLERLOGIC. Arne no pieredzes var teikt, cik augstas ir klientu<\/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":[1680],"tags":[],"class_list":["post-111822","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-sava-varda"],"yoast_head":"\nIevadapm\u0101c\u012bba un klientu apkalpo\u0161ana \u2013 CSM komanda SELLERLOGIC | SELLERLOGIC<\/title>\n<meta name=\"description\" content=\"Klientu apkalpo\u0161ana \u2013 \u012bpa\u0161i SaaS jom\u0101 \u2013 ir pras\u012bga un prasa daudz no darbiniekiem. 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