{"id":227895,"date":"2021-04-20T03:08:00","date_gmt":"2021-04-20T03:08:00","guid":{"rendered":"https:\/\/127.0.0.1\/blog\/zavadzanie-a-zakaznicky-servis-tim-csm-v-sellerlogic\/"},"modified":"2021-04-20T03:08:00","modified_gmt":"2021-04-20T03:08:00","slug":"zavadzanie-a-zakaznicky-servis-tim-csm-v-sellerlogic","status":"publish","type":"post","link":"https:\/\/www.sellerlogic.com\/sk\/blog\/zavadzanie-a-zakaznicky-servis-tim-csm-v-sellerlogic\/","title":{"rendered":"Zav\u00e1dzanie a z\u00e1kazn\u00edcky servis \u2013 T\u00edm CSM v SELLERLOGIC"},"content":{"rendered":"

Profesion\u00e1lna rozmanitos\u0165 na\u0161ich z\u00e1kazn\u00edkov, ako aj vysok\u00e9 n\u00e1roky, ktor\u00e9 na na\u0161u spolo\u010dnos\u0165 klad\u00fa, nenech\u00e1vaj\u00fa v oblasti spr\u00e1vy z\u00e1kazn\u00edckej podpory (CSM) priestor na nedbanlivos\u0165. Najm\u00e4 v oblasti SaaS (softv\u00e9r ako slu\u017eba) s\u00fa n\u00e1roky z\u00e1kazn\u00edkov obzvl\u00e1\u0161\u0165 vysok\u00e9 a vy\u017eaduj\u00fa od zamestnancov v z\u00e1kazn\u00edckom servise ve\u013ea.<\/p>

To potvrdzuje aj Arne, ved\u00faci CSM<\/a> v SELLERLOGIC. Arne m\u00f4\u017ee z vlastnej sk\u00fasenosti poveda\u0165, ak\u00e9 vysok\u00e9 s\u00fa o\u010dak\u00e1vania zo strany z\u00e1kazn\u00edkov v tejto oblasti pr\u00e1ce a na druhej strane vie, \u017ee tieto o\u010dak\u00e1vania nie s\u00fa splnen\u00e9 v mnoh\u00fdch spolo\u010dnostiach. T\u00fdm trp\u00ed nakoniec nielen d\u00f4vera z\u00e1kazn\u00edkov v tak\u00e9to spolo\u010dnosti, ale aj motiv\u00e1cia zamestnancov. Z tohto d\u00f4vodu sa n\u00e1\u0161 t\u00edm CSM rad\u0161ej spolieha na ploch\u00e9 hierarchie a d\u00f4veru, ne\u017e na pr\u00edsnu kontrolu a z\u00e1vislos\u0165 od procesov. Tento pr\u00edstup umo\u017e\u0148uje Arneovi od prv\u00e9ho d\u0148a po\u017eadova\u0165 najvy\u0161\u0161\u00ed \u0161tandard v\u00fdkonu a kompetencie od svojho t\u00edmu a ve\u013emi sa te\u0161\u00ed, \u017ee od prv\u00e9ho d\u0148a dost\u00e1va presne tento \u0161tandard. <\/p>

Ale \u010do rob\u00ed z\u00e1kazn\u00edcky servis v oblasti SaaS vlastne tak\u00fdm osobit\u00fdm? Na jednej strane je tu produkt: Softv\u00e9r sa neust\u00e1le men\u00ed \u2013 na rozdiel od spotrebn\u00e9ho tovaru, napr\u00edklad. Implementuj\u00fa sa funkcie, niekedy je potrebn\u00e9 odstr\u00e1ni\u0165 chyby, inokedy sa cel\u00e9 rozhranie vyv\u00edja nanovo. Tak\u00fd dynamick\u00fd produkt si vy\u017eaduje neust\u00e1lu komunik\u00e1ciu medzi z\u00e1kazn\u00edkmi a spolo\u010dnos\u0165ou. Softv\u00e9r mus\u00ed by\u0165 z\u00e1kazn\u00edkovi predstaven\u00fd v r\u00e1mci zav\u00e1dzania a n\u00e1sledne mus\u00ed by\u0165 z\u00e1kazn\u00edcky servis v\u017edy schopn\u00fd efekt\u00edvne obsl\u00fa\u017ei\u0165 v\u0161etk\u00fdch pou\u017e\u00edvate\u013eov na ka\u017edom mieste a informova\u0165 ich o v\u0161etk\u00fdch zmen\u00e1ch.<\/p>

My v SELLERLOGIC sme vyvinuli n\u00e1\u0161 vlastn\u00fd syst\u00e9m, ktor\u00fd je prisp\u00f4soben\u00fd z\u00e1kazn\u00edkom a zamestnancom.<\/p>

\u00daspe\u0161ne zaregistrovan\u00ed, \u010do teraz?<\/h2>

Hovorili sme s na\u0161\u00edm t\u00edmom CSM, aby sme zistili, ako prebiehaj\u00fa procesy pri zav\u00e1dzan\u00ed a z\u00e1kazn\u00edckom servise. Najprv je potrebn\u00e9 rozl\u00ed\u0161i\u0165 medzi zav\u00e1dzan\u00edm r\u00f4znych rie\u0161en\u00ed.<\/p>

Zav\u00e1dzanie pri Repricer<\/h3>
\n

\u201eZav\u00e1dzanie je mimoriadne vzru\u0161uj\u00faca s\u00fa\u010das\u0165 mojej pr\u00e1ce, preto\u017ee tu najviac c\u00edti\u0165 motiv\u00e1ciu z\u00e1kazn\u00edkov!\u201d<\/span><\/p>\nLudivine, mana\u017e\u00e9rka z\u00e1kazn\u00edckeho servisu pre jazyky franc\u00faz\u0161tina, nem\u010dina a angli\u010dtina<\/cite><\/blockquote>

  1. Oznamovacie centrum n\u00e1\u0161ho t\u00edmu CSM informuje na\u0161ich zamestnancov prostredn\u00edctvom Push-ozn\u00e1men\u00ed o zmen\u00e1ch v z\u00e1kazn\u00edckych \u00fa\u010dtoch. Tak sa napr\u00edklad komunikuj\u00fa v\u00fdpovede, pred\u013a\u017eenia zml\u00fav, \u00fapravy zml\u00fav, ale aj nov\u00e9 registr\u00e1cie na Repricer.<\/li>
  2. Najprv sa pridel\u00ed pod\u013ea jazyka. Nie je to ve\u013ek\u00fd probl\u00e9m, preto\u017ee v\u00e4\u010d\u0161ina zamestnancov CSM v SELLERLOGIC je trojjazy\u010dn\u00e1 alebo dokonca \u0161tvorr\u00e1zov\u00e1.<\/li>
  3. N\u00e1sledne sa analyzuje profil z\u00e1kazn\u00edka na Amazone. Zis\u0165uje sa, ak\u00e9 polo\u017eky sa pred\u00e1vaj\u00fa na ktor\u00fdch trhoch, ko\u013eko SKU m\u00e1 z\u00e1kazn\u00edk, \u010di pred\u00e1va Private Label, obchodn\u00fd tovar alebo obidve kateg\u00f3rie. Taktie\u017e sa diskutuje o tom, ak\u00e9 sk\u00fasenosti z\u00e1kazn\u00edk u\u017e z\u00edskal ako predajca na Amazone a v ak\u00fdch oblastiach tieto sk\u00fasenosti z\u00edskal. Tieto anal\u00fdzy sl\u00fa\u017eia na optim\u00e1lne vypracovanie strat\u00e9gie pri \u00faprave cien, ktor\u00e9 s\u00fa z\u00e1kazn\u00edkovi navrhnut\u00e9 v rozhovore.<\/li>
  4. Ak bola registr\u00e1cia \u00faspe\u0161n\u00e1, z\u00e1kazn\u00edk je telefonicky kontaktovan\u00fd a p\u00fdta sa, \u010di m\u00f4\u017ee SELLERLOGIC nejako pom\u00f4c\u0165. Z\u00e1kazn\u00edk m\u00f4\u017ee tie\u017e okam\u017eite po registr\u00e1cii prostredn\u00edctvom na\u0161ej slu\u017eby sp\u00e4tn\u00e9ho volania s\u00e1m po\u017eiada\u0165 o kontakt. Ak je potrebn\u00e1 podpora, zav\u00e1dzanie sa za\u010dne okam\u017eite alebo sa dohodne vhodn\u00fd term\u00edn. Po\u010das zav\u00e1dzania sa spolo\u010dne so z\u00e1kazn\u00edkom preber\u00e1, ako je na\u0161e rie\u0161enie v danom pr\u00edpade najefekt\u00edvnej\u0161ie pou\u017eite\u013en\u00e9. Rozhovory pri zav\u00e1dzan\u00ed zvy\u010dajne trvaj\u00fa 45 min\u00fat, ale samozrejme, z\u00e1kazn\u00edk nem\u00e1 stanoven\u00fd \u010dasov\u00fd limit. Rozhovor obsahuje nasleduj\u00face body:
    1. Najprv sa na\u0161im z\u00e1kazn\u00edkom podrobne predstav\u00ed softv\u00e9r. Zamestnanec CSM spolo\u010dne so z\u00e1kazn\u00edkom prejde do novo vytvoren\u00e9ho \u00fa\u010dtu. Ke\u010f s\u00fa vo vn\u00fatri, z\u00e1kazn\u00edkovi sa vysvetlia funkcie a obsluha produktu.<\/li>
    2. N\u00e1sledne bude z\u00e1kazn\u00edk na z\u00e1klade inform\u00e1ci\u00ed preberan\u00fdch v bode 3 od n\u00e1s poraden\u00fd. Ka\u017ed\u00e9 poradenstvo je prisp\u00f4soben\u00e9 konkr\u00e9tnej situ\u00e1cii z\u00e1kazn\u00edka a preto sa aj l\u00ed\u0161i. Tu s\u00fa dva pr\u00edklady:
      1. Z\u00e1kazn\u00edk je nov\u00fd na Amazone a pred\u00e1va Private Label vlastn\u00e9ho produktu<\/strong> \u2192 V tomto pr\u00edpade sa na\u0161im z\u00e1kazn\u00edkom navrhuje \u201ePush strat\u00e9gia\u201d. Ako n\u00e1zov napoved\u00e1, d\u00f4raz sa kladie na zv\u00fd\u0161enie obratu. Ak je napr\u00edklad zrejm\u00e9, \u017ee sa ur\u010dit\u00e9 produkty z\u00e1kazn\u00edka moment\u00e1lne ve\u013emi dobre pred\u00e1vaj\u00fa, uk\u00e1\u017ee sa mu, ako nastavi\u0165 r\u00f4zne cenov\u00e9 \u00farovne pomocou Repricer, aby sa dosiahol \u010do najvy\u0161\u0161\u00ed obrat z predaja. Ak je situ\u00e1cia opa\u010dn\u00e1, teda ak sa nejak\u00fd produkt pred\u00e1va pomaly, m\u00f4\u017ee sa cenov\u00e1 \u00farove\u0148 nastavi\u0165 ni\u017e\u0161ie \u2013 a\u017e na minim\u00e1lnu cenu stanoven\u00fa z\u00e1kazn\u00edkom \u2013 aby sa generovalo viac predajov.<\/li>
      2. Z\u00e1kazn\u00edk je u\u017e sk\u00fasen\u00fd predajca a pred\u00e1va cudzie produkty ako obchodn\u00fd tovar cez Amazon<\/strong> \u2192 V takomto pr\u00edpade sa z\u00e1kazn\u00edkovi predstav\u00ed na\u0161a \u201eBuy Box strat\u00e9gia\u201d. Aj tu n\u00e1zov vystihuje podstatu, preto\u017ee cie\u013eom tejto strat\u00e9gie je zabezpe\u010di\u0165 z\u00e1kazn\u00edkovi Buy Box \u2013 a t\u00fdm pribli\u017ene 90 % predaja. Na to mus\u00ed z\u00e1kazn\u00edk najprv stanovi\u0165 ur\u010dit\u00fd cenov\u00fd r\u00e1mec pre pr\u00edslu\u0161n\u00fd produkt. Ak sa napr\u00edklad stanov\u00ed maxim\u00e1lna hranica na 15 EUR a minim\u00e1lna hranica na 8 EUR, Repricer sa pohybuje presne v tomto rozmedz\u00ed. N\u00e1\u0161 Repricer analyzuje ceny konkurencie, nastav\u00ed cenu ni\u017e\u0161ie a \u010dak\u00e1 na odpove\u010f oh\u013eadom realiz\u00e1cie zmeny ceny. Ak syst\u00e9m Amazon schv\u00e1li zisk Buy Box, cena sa nastav\u00ed. Ak je z\u00e1kazn\u00edk raz vlastn\u00edkom Buy Box, Repricer automaticky nastav\u00ed predajn\u00fa cenu \u010do najvy\u0161\u0161ie, bez toho, aby z\u00e1kazn\u00edk stratil Buy Box. Z\u00e1kazn\u00edk tak zost\u00e1va vlastn\u00edkom Buy Box a<\/em> z\u00e1rove\u0148 pred\u00e1va za najvy\u0161\u0161iu mo\u017en\u00fa cenu. Manu\u00e1lne by cel\u00fd tento proces zabral minim\u00e1lne jedno pracovn\u00e9 miesto na polovi\u010dn\u00fd \u00fav\u00e4zok, preto\u017ee anal\u00fdza cien konkurencie si vy\u017eaduje neust\u00e1le monitorovanie. Na\u0161i z\u00e1kazn\u00edci teda z\u00edskavaj\u00fa nielen Buy Box, ale aj \u0161etria \u010das a energiu, ktor\u00e9 m\u00f4\u017eu investova\u0165 inde.<\/li><\/ol><\/div><\/li><\/ol><\/div><\/li>
      3. Na konci dvojt\u00fd\u017ed\u0148ov\u00e9ho sk\u00fa\u0161obn\u00e9ho obdobia sa e\u0161te raz telefonicky skontaktujeme so z\u00e1kazn\u00edkom, op\u00fdtame sa na sp\u00e4tn\u00fa v\u00e4zbu a v pr\u00edpade potreby uprav\u00edme cenov\u00fa strat\u00e9giu.<\/li><\/ol><\/div>
        \"Pre<\/figure>

        Zav\u00e1dzanie pri Lost & Found<\/h3>

        Na\u0161e rie\u0161enie Lost & Found je samozrejm\u00e9 a v 95 % pr\u00edpadov nevy\u017eaduje zav\u00e1dzanie. Telefonicky sa kontaktuje len v pr\u00edpade nezrovnalost\u00ed a anom\u00e1li\u00ed u z\u00e1kazn\u00edka, napr\u00edklad ak sa bl\u00ed\u017eia lehoty alebo ak sa v kr\u00e1tkom \u010dase objav\u00ed neobvykle ve\u013ea reklam\u00e1ci\u00ed.<\/p>

        Samozrejme, t\u00edm CSM je kedyko\u013evek dostupn\u00fd aj pre z\u00e1kazn\u00edkov Lost & Found a pom\u00e1ha pri nastaven\u00ed n\u00e1stroja, ak si to z\u00e1kazn\u00edk \u017eel\u00e1.<\/p>

        Nad r\u00e1mec jednoduch\u00e9ho z\u00e1kazn\u00edckeho servisu<\/h2>

        N\u00e1\u0161 t\u00edm CSM je zodpovedn\u00fd za rie\u0161enie v\u00fdziev a ot\u00e1zok na\u0161ich z\u00e1kazn\u00edkov. Kontakt s na\u0161\u00edm t\u00edmom je mo\u017en\u00e9 nadviaza\u0165 prostredn\u00edctvom na\u0161ej webovej str\u00e1nky alebo hor\u00facej linky<\/a>. Okrem toho sa akt\u00edvne zaober\u00e1me aj \u010fal\u0161\u00edmi potrebami na\u0161ich z\u00e1kazn\u00edkov.<\/p>

        Poradenstvo a zis\u0165ovanie potrieb<\/h3>

        S\u00fa\u010das\u0165ou u\u017e op\u00edsan\u00fdch onboardings a z\u00e1kazn\u00edckeho servisu je poradenstvo a zis\u0165ovanie potrieb. \u201eV poradenstve si najprv vytvor\u00edme konkr\u00e9tny obraz celkovej situ\u00e1cie a potom spolo\u010dne so z\u00e1kazn\u00edkom vypracujeme, ktor\u00e9 predajn\u00e9 strat\u00e9gie s\u00fa v danom pr\u00edpade najefekt\u00edvnej\u0161ie,\u201d vysvet\u013euje n\u00e1m Susana, CS mana\u017e\u00e9rka pre jazyky angli\u010dtina, nem\u010dina a \u0161paniel\u010dina.<\/p>

        V dynamickom pracovnom prostred\u00ed, ak\u00fdm je E-commerce, \u010dasto nesta\u010d\u00ed len jedna konzult\u00e1cia. Ak sa napr\u00edklad trh zmen\u00ed, preto\u017ee sa objavia nov\u00ed konkurenti alebo Amazon s\u00e1m vystupuje ako predajca produktu, z\u00e1kazn\u00edci maj\u00fa kedyko\u013evek mo\u017enos\u0165 necha\u0165 si poskytn\u00fa\u0165 nov\u00fa konzult\u00e1ciu.<\/p>

        Okrem toho sa raz za \u0161tvr\u0165rok zis\u0165uje spokojnos\u0165 z\u00e1kazn\u00edkov na z\u00e1klade telefonick\u00e9ho prieskumu. Existuj\u00faci z\u00e1kazn\u00edci s\u00fa tu akt\u00edvne telefonicky kontaktovan\u00ed a p\u00fdta sa, ako mo\u017eno zlep\u0161i\u0165 u\u017e existuj\u00faci proces.<\/p>

        T\u00e1to bl\u00edzkos\u0165 k z\u00e1kazn\u00edkovi je pre SELLERLOGIC ve\u013emi d\u00f4le\u017eit\u00e1, preto\u017ee len tak je mo\u017en\u00e9 vidie\u0165 produkt aj z poh\u013eadu pou\u017e\u00edvate\u013ea. T\u00fdmto sp\u00f4sobom t\u00edm objavuje aj potenci\u00e1ly na optimaliz\u00e1ciu, ktor\u00e9 by sa inak v ka\u017edodennej pr\u00e1ci \u0165a\u017eko odha\u013eovali.<\/p>

        Proakt\u00edv a<\/em> reakt\u00edv – zmes rob\u00ed svoje<\/h3>
        \n

        \u201e\u010co mysl\u00ed\u0161 pod \u201astagn\u00e1ciou\u2019? Nie\u010do tak\u00e9 sme doteraz nemali.\u201d<\/span><\/p>\nMarco, CS mana\u017e\u00e9r v oblasti \u0161paniel\u010diny, angli\u010dtiny a nem\u010diny<\/cite><\/blockquote>

        Cez mnoh\u00e9 kontaktn\u00e9 body so z\u00e1kazn\u00edkmi sa \u010dasto spom\u00ednaj\u00fa men\u0161ie \u0165a\u017ekosti, ktor\u00e9 s\u00fa v\u0161ak v danom momente e\u0161te tak\u00e9 bezv\u00fdznamn\u00e9, \u017ee by ich z\u00e1kazn\u00edci sami CSM t\u00edmu nepreniesli. To m\u00e1 dve v\u00fdhody: Na jednej strane m\u00f4\u017eu by\u0165 tieto \u0165a\u017ekosti odstr\u00e1nen\u00e9 sk\u00f4r, ako sa vyvin\u00fa na skuto\u010dn\u00e9 probl\u00e9my, na druhej strane m\u00f4\u017ee by\u0165 t\u00fdmto sp\u00f4sobom zisten\u00fd p\u00f4vod u\u017e existuj\u00facich v\u00fdziev a \u2013 napr\u00edklad \u2013 post\u00fapen\u00fd na produktov\u00fd v\u00fdvoj.<\/p>

        Na konci d\u0148a …<\/h2>

        \u2026 na\u0161e CSM t\u00edm v\u017edy nach\u00e1dza nov\u00e9 sp\u00f4soby, ako posilni\u0165 spolupr\u00e1cu s na\u0161imi z\u00e1kazn\u00edkmi. Proakt\u00edvnym konan\u00edm a neust\u00e1lym \u00fasil\u00edm o zlep\u0161enie ukazuj\u00fa, \u017ee nez\u00e1ujem \u2013 ako sa tak \u010dasto v oblasti z\u00e1kazn\u00edckeho servisu vyskytuje \u2013 nem\u00e1 v SELLERLOGIC miesto.<\/p>

        Obr\u00e1zkov\u00e9 kredity v porad\u00ed obr\u00e1zkov: \u00a9 A Stockphoto \u2013 stock.adobe.com \/ \u00a9 Andrey Popov \u2013 stock.adobe.com<\/p>","protected":false},"excerpt":{"rendered":"

        Profesion\u00e1lna rozmanitos\u0165 na\u0161ich z\u00e1kazn\u00edkov, ako aj vysok\u00e9 n\u00e1roky, ktor\u00e9 na na\u0161u spolo\u010dnos\u0165 klad\u00fa, nenech\u00e1vaj\u00fa v oblasti spr\u00e1vy z\u00e1kazn\u00edckej podpory (CSM) priestor na nedbanlivos\u0165. Najm\u00e4 v oblasti SaaS (softv\u00e9r ako slu\u017eba) s\u00fa n\u00e1roky z\u00e1kazn\u00edkov obzvl\u00e1\u0161\u0165 vysok\u00e9 a vy\u017eaduj\u00fa od zamestnancov v z\u00e1kazn\u00edckom servise ve\u013ea. To potvrdzuje aj Arne, ved\u00faci CSM v SELLERLOGIC. Arne m\u00f4\u017ee z vlastnej<\/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":[1695],"tags":[],"class_list":["post-227895","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-vlastnym-menom"],"yoast_head":"\nZav\u00e1dzanie a z\u00e1kazn\u00edcky servis \u2013 T\u00edm CSM v SELLERLOGIC | SELLERLOGIC<\/title>\n<meta name=\"description\" content=\"Z\u00e1kazn\u00edcky servis \u2013 najm\u00e4 v oblasti SaaS \u2013 je n\u00e1ro\u010dn\u00fd a vy\u017eaduje ve\u013ea od zamestnancov. 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