{"id":226641,"date":"2021-04-20T03:08:00","date_gmt":"2021-04-20T03:08:00","guid":{"rendered":"https:\/\/127.0.0.1\/blog\/integrarea-si-serviciul-clienti-echipa-csm-de-la-sellerlogic\/"},"modified":"2021-04-20T03:08:00","modified_gmt":"2021-04-20T03:08:00","slug":"integrarea-si-serviciul-clienti-echipa-csm-de-la-sellerlogic","status":"publish","type":"post","link":"https:\/\/www.sellerlogic.com\/ro\/blog\/integrarea-si-serviciul-clienti-echipa-csm-de-la-sellerlogic\/","title":{"rendered":"Integrarea \u0219i serviciul clien\u021bi \u2013 Echipa CSM de la SELLERLOGIC"},"content":{"rendered":"

Diversitatea profesional\u0103 a clien\u021bilor no\u0219tri, precum \u0219i cerin\u021bele ridicate pe care le au fa\u021b\u0103 de compania noastr\u0103, nu las\u0103 loc pentru neglijen\u021b\u0103 \u00een domeniul managementului suportului clien\u021bi (CSM). \u00cen special \u00een domeniul SaaS (Software as a Service), cerin\u021bele clien\u021bilor sunt deosebit de ridicate \u0219i necesit\u0103 mult de la angaja\u021bii din serviciul clien\u021bi.<\/p>

Acest lucru este confirmat \u0219i de Arne, \u0219eful CSM<\/a> de la SELLERLOGIC. Arne poate spune din experien\u021b\u0103 c\u00e2t de mari sunt a\u0219tept\u0103rile clien\u021bilor \u00een acest domeniu de activitate \u0219i \u0219tie, pe de alt\u0103 parte, c\u0103 aceste a\u0219tept\u0103ri nu sunt \u00eendeplinite de multe companii. \u00cen cele din urm\u0103, nu doar \u00eencrederea clien\u021bilor \u00een astfel de companii sufer\u0103, ci \u0219i motiva\u021bia angaja\u021bilor. Din acest motiv, echipa noastr\u0103 CSM prefer\u0103 s\u0103 se bazeze pe ierarhii plate \u0219i \u00eencredere, \u00een loc de control strict \u0219i dependen\u021b\u0103 de procese. Aceast\u0103 abordare \u00eei permite lui Arne s\u0103 cear\u0103 de la prima zi cel mai \u00eenalt standard de performan\u021b\u0103 \u0219i competen\u021b\u0103 de la echipa sa \u0219i se bucur\u0103 enorm c\u0103, \u00eenc\u0103 din prima zi, a primit exact acest standard. <\/p>

Dar, ce face ca serviciul clien\u021bi \u00een domeniul SaaS s\u0103 fie at\u00e2t de special? Pe de o parte, este produsul: software-ul se schimb\u0103 \u2013 spre deosebire de bunurile de consum, de exemplu \u2013 \u00een mod constant. Se implementeaz\u0103 func\u021bionalit\u0103\u021bi, uneori trebuie eliminate erori, alteori \u00eentregul tablou de bord este reproiectat. Un astfel de produs dinamic necesit\u0103 o comunicare constant\u0103 \u00eentre clien\u021bi \u0219i companie. Software-ul trebuie prezentat clientului \u00een cadrul unei integr\u0103ri, iar ulterior, serviciul clien\u021bi trebuie s\u0103 fie \u00eentotdeauna capabil s\u0103 ajute to\u021bi utilizatorii \u00een orice moment \u0219i s\u0103 \u00eei informeze despre orice modific\u0103ri.<\/p>

Noi, la SELLERLOGIC, am dezvoltat propriul nostru sistem, care este adaptat at\u00e2t pentru clien\u021bi, c\u00e2t \u0219i pentru angaja\u021bi.<\/p>

\u00cenregistrare reu\u0219it\u0103, ce urmeaz\u0103?<\/h2>

Am discutat cu echipa noastr\u0103 CSM pentru a afla cum decurg procesele de integrare \u0219i de servicii pentru clien\u021bi. \u00cen primul r\u00e2nd, trebuie s\u0103 facem distinc\u021bia \u00eentre integrarea diferitelor solu\u021bii.<\/p>

Integrarea la Repricer<\/h3>
\n

\u201eIntegrarea este o parte extrem de interesant\u0103 a meseriei mele, deoarece aici sim\u021bi cel mai mult motiva\u021bia clien\u021bilor!\u201d<\/span><\/p>\nLudivine, Manager CSM pentru limbile francez\u0103, german\u0103 \u0219i englez\u0103<\/cite><\/blockquote>

  1. Centrul de notific\u0103ri al echipei noastre CSM informeaz\u0103 angaja\u021bii no\u0219tri prin notific\u0103ri Push despre modific\u0103rile din conturile clien\u021bilor. De exemplu, anul\u0103rile, prelungirile de contract, ajust\u0103rile de contract, dar \u0219i noile \u00eenregistr\u0103ri pentru Repricer sunt comunicate echipei.<\/li>
  2. \u00cen primul r\u00e2nd, se face alocarea pe limb\u0103. Nu este o problem\u0103 mare, deoarece, la SELLERLOGIC, majoritatea angaja\u021bilor CSM sunt poligloti, vorbind trei sau chiar patru limbi.<\/li>
  3. Apoi, se analizeaz\u0103 profilul Amazon al clientului. Se determin\u0103 ce articole sunt v\u00e2ndute pe ce pia\u021b\u0103, c\u00e2te SKU-uri are clientul, dac\u0103 vinde Private Label, produse de comer\u021b sau ambele tipuri. De asemenea, se discut\u0103 despre c\u00e2t\u0103 experien\u021b\u0103 a acumulat clientul ca v\u00e2nz\u0103tor Amazon \u0219i \u00een ce domenii a fost acumulat\u0103 aceast\u0103 experien\u021b\u0103. Aceste analize servesc la dezvoltarea unei strategii optime pentru ajustarea pre\u021burilor, care va fi propus\u0103 clientului \u00een cadrul discu\u021biei.<\/li>
  4. Dup\u0103 ce s-a efectuat \u00eenregistrarea, clientul este sunat \u0219i \u00eentrebat dac\u0103 SELLERLOGIC poate oferi suport \u00een vreun fel. Clientul poate solicita imediat contactul prin intermediul serviciului nostru de apel \u00eenapoi. Dac\u0103 este necesar suport, integrarea \u00eencepe imediat sau se stabile\u0219te o dat\u0103 potrivit\u0103. \u00cen timpul integr\u0103rii, se discut\u0103 \u00eempreun\u0103 cu clientul cum poate fi utilizat\u0103 solu\u021bia noastr\u0103 cel mai eficient \u00een cazul prezentat. Discu\u021biile de integrare dureaz\u0103, de obicei, 45 de minute, dar, desigur, clientului nu i se impune un limit\u0103 de timp. Discu\u021bia include urm\u0103toarele puncte:
    1. \u00cen primul r\u00e2nd, software-ul este prezentat \u00een detaliu clien\u021bilor no\u0219tri. Angajatul CSM intr\u0103 \u00eempreun\u0103 cu clientul \u00een contul nou creat. Odat\u0103 ajun\u0219i acolo, clientului i se explic\u0103 func\u021biile \u0219i modul de utilizare al produsului.<\/li>
    2. Apoi, clientul este consiliat de noi, pe baza informa\u021biilor discutate la punctul 3. Fiecare consiliere este adaptat\u0103 la situa\u021bia concret\u0103 a clientului \u0219i variaz\u0103 \u00een consecin\u021b\u0103. Iat\u0103 dou\u0103 exemple:
      1. Clientul este nou pe Amazon \u0219i vinde produse Private Label proprii<\/strong> \u2192 \u00cen acest caz, clien\u021bilor no\u0219tri li se propune strategia \u201ePush\u201d. A\u0219a cum sugereaz\u0103 numele, accentul este pus pe stimularea v\u00e2nz\u0103rilor. De exemplu, dac\u0103 se observ\u0103 c\u0103 un anumit produs al clientului se vinde foarte bine \u00een prezent, i se arat\u0103 cum s\u0103 configureze diferite niveluri de pre\u021buri cu ajutorul Repricer pentru a ob\u021bine cele mai mari venituri din v\u00e2nz\u0103ri. Dac\u0103 este invers, adic\u0103 exist\u0103 un produs care se vinde lent, se poate ajusta nivelul de pre\u021buri \u00een jos \u2013 p\u00e2n\u0103 la un pre\u021b minim stabilit de client \u2013 pentru a genera mai multe v\u00e2nz\u0103ri.<\/li>
      2. Clientul este deja un comerciant experimentat \u0219i vinde produse externe ca m\u0103rfuri prin Amazon<\/strong> \u2192 \u00centr-un astfel de caz, clientului i se prezint\u0103 strategia noastr\u0103 \u201eBuy Box\u201d. Aici, numele este program, deoarece aceast\u0103 strategie se concentreaz\u0103 pe asigurarea Buy Box pentru client \u2013 \u0219i astfel aproximativ 90% din v\u00e2nz\u0103ri. Pentru aceasta, clientul trebuie s\u0103 stabileasc\u0103 mai \u00eent\u00e2i un anumit interval de pre\u021b pentru produsul relevant. De exemplu, dac\u0103 se stabile\u0219te o limit\u0103 maxim\u0103 de 15 EUR \u0219i o limit\u0103 minim\u0103 de 8 EUR, Repricer se va \u00eencadra exact \u00een acest interval. Repricer analizeaz\u0103 pre\u021burile concuren\u021bei, stabile\u0219te un pre\u021b mai mic \u0219i a\u0219teapt\u0103 r\u0103spunsul privind implementarea modific\u0103rii de pre\u021b. Dac\u0103 sistemul Amazon aprob\u0103 ob\u021binerea Buy Box, pre\u021bul este stabilit. Odat\u0103 ce clientul devine de\u021bin\u0103tor al Buy Box, Repricer stabile\u0219te automat pre\u021bul de v\u00e2nzare c\u00e2t mai sus posibil, f\u0103r\u0103 ca clientul s\u0103 piard\u0103 Buy Box. Astfel, clientul r\u0103m\u00e2ne de\u021bin\u0103tor al Buy Box \u0219i<\/em> vinde simultan la cel mai \u00eenalt pre\u021b posibil. Manual, \u00eentregul proces ar necesita cel pu\u021bin un post cu norm\u0103 par\u021bial\u0103, deoarece analiza pre\u021burilor concuren\u021bei necesit\u0103 monitorizare constant\u0103. Clien\u021bii no\u0219tri c\u00e2\u0219tig\u0103 astfel nu doar Buy Box, ci \u0219i economisesc timp \u0219i energie pe care le pot investi \u00een alt\u0103 parte.<\/li><\/ol><\/div><\/li><\/ol><\/div><\/li>
      3. La sf\u00e2r\u0219itul perioadei de prob\u0103 de dou\u0103 s\u0103pt\u0103m\u00e2ni, se va lua din nou leg\u0103tura telefonic\u0103 cu clientul, se va solicita feedback \u0219i, dac\u0103 este cazul, se va ajusta strategia de pre\u021b.<\/li><\/ol><\/div>
        \"Pentru<\/figure>

        Integrarea la Lost & Found<\/h3>

        Solu\u021bia noastr\u0103 Lost & Found este auto-explicativ\u0103 \u0219i nu necesit\u0103 integrare \u00een 95% din cazuri. Se sun\u0103 doar \u00een cazul unor anomalii \u0219i nereguli la client, de exemplu, c\u00e2nd termenele de expirare se apropie sau c\u00e2nd apar un num\u0103r neobi\u0219nuit de mare de reclama\u021bii \u00eentr-o perioad\u0103 scurt\u0103 de timp.<\/p>

        Desigur, echipa CSM este, de asemenea, disponibil\u0103 \u00een orice moment pentru clien\u021bii Lost & Found \u0219i ajut\u0103 la configurarea instrumentului, dac\u0103 este dorit.<\/p>

        Dincolo de serviciul clien\u021bi simplu<\/h2>

        Echipa noastr\u0103 CSM este responsabil\u0103 pentru gestionarea provoc\u0103rilor \u0219i \u00eentreb\u0103rilor clien\u021bilor no\u0219tri. Contactul cu echipa noastr\u0103 poate fi realizat prin intermediul website-ului nostru sau al liniei telefonice<\/a>. \u00cen plus, ne adres\u0103m activ \u0219i altor nevoi ale clien\u021bilor no\u0219tri.<\/p>

        Consultan\u021b\u0103 \u0219i determinarea nevoilor<\/h3>

        Partea din onboardings \u0219i serviciul clien\u021bi deja descrise este consultan\u021ba \u0219i determinarea nevoilor. \u201e\u00cen consultan\u021b\u0103, ne facem mai \u00eent\u00e2i o imagine concret\u0103 a situa\u021biei generale \u0219i apoi lucr\u0103m \u00eempreun\u0103 cu clientul pentru a stabili care strategii de v\u00e2nzare sunt cele mai eficiente \u00een cazul prezent\u201d, ne explic\u0103 Susana, manager CS pentru limbile englez\u0103, german\u0103 \u0219i spaniol\u0103.<\/p>

        \u00centr-un mediu de lucru dinamic precum comer\u021bul electronic, adesea nu este suficient\u0103 o singur\u0103 consultan\u021b\u0103. De exemplu, dac\u0103 pia\u021ba se schimb\u0103, deoarece apar noi concuren\u021bi sau Amazon \u00eensu\u0219i apare ca v\u00e2nz\u0103tor al produsului, clien\u021bii au \u00een orice moment posibilitatea de a solicita din nou consultan\u021b\u0103.<\/p>

        \u00cen plus, o dat\u0103 pe trimestru, satisfac\u021bia clien\u021bilor este evaluat\u0103 printr-un sondaj telefonic. Clien\u021bii existen\u021bi sunt contacta\u021bi activ \u0219i se \u00eentreab\u0103 cum poate fi \u00eembun\u0103t\u0103\u021bit procesul deja existent.<\/p>

        Aceast\u0103 apropiere de client este foarte important\u0103 pentru SELLERLOGIC, deoarece doar a\u0219a este posibil s\u0103 se vad\u0103 produsul \u0219i din perspectiva utilizatorului. \u00cen acest fel, echipa descoper\u0103 \u0219i poten\u021bialele de optimizare care altfel nu s-ar eviden\u021bia at\u00e2t de u\u0219or \u00een munca zilnic\u0103.<\/p>

        Proactiv \u0219i<\/em> reactiv – amestecul face totul<\/h3>
        \n

        \u201eCe \u00eenseamn\u0103 pentru tine \u201astagnare\u2019? A\u0219a ceva nu am avut p\u00e2n\u0103 acum.\u201d<\/span><\/p>\nMarco, manager CS \u00een domeniul spaniol, englez \u0219i german<\/cite><\/blockquote>

        Prin numeroasele puncte de contact cu clien\u021bii, adesea sunt men\u021bionate dificult\u0103\u021bi mai mici, care \u00eens\u0103 \u00een acel moment sunt at\u00e2t de nesemnificative \u00eenc\u00e2t clien\u021bii nu le-ar fi adus de la sine \u00een echipa CSM. Acest lucru are dou\u0103 avantaje: pe de o parte, aceste dificult\u0103\u021bi pot fi eliminate \u00eenainte de a se transforma \u00een probleme reale, pe de alt\u0103 parte, \u00een acest fel poate fi identificat\u0103 sursa provoc\u0103rilor deja existente \u0219i \u2013 de exemplu, transmis\u0103 c\u0103tre dezvoltarea produsului.<\/p>

        La sf\u00e2r\u0219itul zilei …<\/h2>

        \u2026 echipa noastr\u0103 CSM g\u0103se\u0219te \u00eentotdeauna noi modalit\u0103\u021bi de a \u00eent\u0103ri colaborarea cu clien\u021bii no\u0219tri. Prin ac\u021biuni proactive \u0219i o c\u0103utare constant\u0103 a \u00eembun\u0103t\u0103\u021birii, ei arat\u0103 c\u0103 indiferen\u021ba \u2013 a\u0219a cum este adesea \u00eent\u00e2lnit\u0103 \u00een domeniul serviciului clien\u021bi \u2013 nu \u00ee\u0219i g\u0103se\u0219te locul la SELLERLOGIC.<\/p>

        Credite foto \u00een ordinea imaginilor: \u00a9 A Stockphoto \u2013 stock.adobe.com \/ \u00a9 Andrey Popov \u2013 stock.adobe.com<\/p>","protected":false},"excerpt":{"rendered":"

        Diversitatea profesional\u0103 a clien\u021bilor no\u0219tri, precum \u0219i cerin\u021bele ridicate pe care le au fa\u021b\u0103 de compania noastr\u0103, nu las\u0103 loc pentru neglijen\u021b\u0103 \u00een domeniul managementului suportului clien\u021bi (CSM). \u00cen special \u00een domeniul SaaS (Software as a Service), cerin\u021bele clien\u021bilor sunt deosebit de ridicate \u0219i necesit\u0103 mult de la angaja\u021bii din serviciul clien\u021bi. Acest lucru este<\/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":[1689],"tags":[],"class_list":["post-226641","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-in-numele-propriu"],"yoast_head":"\nIntegrarea \u0219i serviciul clien\u021bi \u2013 Echipa CSM de la SELLERLOGIC | SELLERLOGIC<\/title>\n<meta name=\"description\" content=\"Serviciul clien\u021bi \u2013 \u00een special \u00een domeniul SaaS \u2013 este solicitant \u0219i necesit\u0103 mult de la angaja\u021bi. 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