{"id":228609,"date":"2021-04-20T03:08:00","date_gmt":"2021-04-20T03:08:00","guid":{"rendered":"https:\/\/127.0.0.1\/blog\/uvajanje-in-sluzba-za-stranke-ekipa-csm-pri-sellerlogic\/"},"modified":"2021-04-20T03:08:00","modified_gmt":"2021-04-20T03:08:00","slug":"uvajanje-in-sluzba-za-stranke-ekipa-csm-pri-sellerlogic","status":"publish","type":"post","link":"https:\/\/www.sellerlogic.com\/sl\/blog\/uvajanje-in-sluzba-za-stranke-ekipa-csm-pri-sellerlogic\/","title":{"rendered":"Uvajanje in slu\u017eba za stranke \u2013 Ekipa CSM pri SELLERLOGIC"},"content":{"rendered":"

Profesionalna raznolikost na\u0161ih strank ter visoki standardi, ki jih postavljajo pred na\u0161e podjetje, ne pu\u0161\u010dajo prostora za malomarnost na podro\u010dju upravljanja s podporo strankam (CSM). \u0160e posebej na podro\u010dju SaaS (programska oprema kot storitev) so zahteve strank izjemno visoke in od zaposlenih v slu\u017ebi za stranke zahtevajo veliko.<\/p>

To potrjuje tudi Arne, vodja CSM<\/a> pri SELLERLOGIC. Arne lahko iz izku\u0161enj pove, kako visoka so pri\u010dakovanja strank glede tega delovnega podro\u010dja, in hkrati ve, da teh pri\u010dakovanj mnoge podjetja ne izpolnjujejo. Posledi\u010dno ne trpi le zaupanje strank v taka podjetja, temve\u010d tudi motivacija zaposlenih. Iz tega razloga na\u0161e CSM ekipa raje gradi na ravnih hierarhijah in zaupanju, namesto na strogi kontroli in odvisnosti od procesov. Ta pristop omogo\u010da Arneju, da od prvega dne zahteva najvi\u0161je standarde uspe\u0161nosti in kompetentnosti od svoje ekipe, in zelo se veseli, da od prvega dne natan\u010dno ta standard tudi dosega.<\/p>

Ampak kaj pravzaprav dela slu\u017ebo za stranke na podro\u010dju SaaS tako posebno? Po eni strani je tu izdelek: programska oprema se nenehno spreminja \u2013 v nasprotju s potro\u0161nimi dobrinami, na primer. Implementirajo se nove funkcije, v\u010dasih je treba odpraviti napake, v\u010dasih se celotna nadzorna plo\u0161\u010da ponovno razvije. Tak dinami\u010den izdelek zahteva stalno komunikacijo med strankami in podjetjem. Programska oprema mora biti strankam predstavljena v okviru uvajanja, nato pa mora biti slu\u017eba za stranke vedno sposobna u\u010dinkovito podpreti vse uporabnike na vsakem mestu in jih obve\u0161\u010dati o vseh spremembah.<\/p>

Mi pri SELLERLOGIC smo razvili svoj lasten sistem, ki je prilagojen tako strankam kot zaposlenim.<\/p>

Uspe\u0161no registrirani, kaj zdaj?<\/h2>

Pogovarjali smo se z na\u0161o CSM ekipo, da bi izvedeli, kako potekajo procesi pri uvajanju in slu\u017ebi za stranke. Najprej je treba razlikovati med uvajanji razli\u010dnih re\u0161itev.<\/p>

Uvajanje pri Repricer<\/h3>
\n

\u201eUvajanje je izjemno zanimiv del mojega poklica, ker tukaj najbolj \u010duti\u0161 motivacijo strank!\u201d<\/span><\/p>\nLudivine, vodja CS za jezike franco\u0161\u010dina, nem\u0161\u010dina in angle\u0161\u010dina<\/cite><\/blockquote>

  1. Obvestilni center na\u0161e CSM ekipe obve\u0161\u010da na\u0161e zaposlene preko Push obvestil o spremembah v ra\u010dunih strank. Tako se na primer sporo\u010dajo odpovedi, podalj\u0161anja pogodb, prilagoditve pogodb, pa tudi nove prijave za Repricer.<\/li>
  2. Najprej se dodeli po jeziku. Ni\u010d hudega, saj so pri SELLERLOGIC ve\u010dina zaposlenih v CSM trije ali celo \u0161tirje jezikovno usposobljeni.<\/li>
  3. Nato se analizira Amazon profil stranke. Ugotovi se, kateri artikli se prodajajo na kateri tr\u017enici, koliko SKU-jev ima stranka, ali prodaja Private Label, trgovske blago ali obe vrsti. Poleg tega se razpravlja tudi o tem, koliko izku\u0161enj je stranka \u017ee pridobila kot prodajalec na Amazonu in na katerih podro\u010djih so te izku\u0161nje pridobljene. Te analize slu\u017eijo za optimalno razvoj strategije pri prilagajanju cen, ki se stranki predlagajo v pogovoru.<\/li>
  4. Ko je prijava zaklju\u010dena, se stranka pokli\u010de in vpra\u0161a, ali lahko SELLERLOGIC na kakr\u0161en koli na\u010din nudi podporo. Stranka lahko takoj po prijavi preko na\u0161e storitve povratnega klica sama zahteva stik. \u010ce je potrebna podpora, se uvajanje takoj za\u010dne ali pa se dogovori ustrezen termin. Med uvajanjem se skupaj s stranko razpravlja, kako je na\u0161o re\u0161itev v danem primeru mogo\u010de naju\u010dinkoviteje uporabiti. Pogovori o uvajanju obi\u010dajno trajajo 45 minut, vendar stranki seveda ni postavljen \u010dasovni limit. Pogovor vklju\u010duje naslednje to\u010dke:
    1. Najprej se na\u0161im strankam podrobno predstavi programska oprema. Zaposleni v CSM skupaj s stranko vstopi v nov ustvarjen ra\u010dun. Ko so notri, se stranki razlo\u017eijo funkcije in uporaba izdelka.<\/li>
    2. Nato stranko, na podlagi informacij, obravnavanih v to\u010dki 3, svetujemo. Vsaka svetovalna storitev je prilagojena konkretni situaciji stranke in se zato tudi razlikuje. Tukaj sta dva primera:
      1. Stranka je nova na Amazonu in prodajalec Private Label lastnega izdelka<\/strong> \u2192 V tem primeru se na\u0161im strankam predlaga \u201ePush strategija\u201d. Kot \u017ee ime pove, je poudarek tukaj na spodbujanju prihodkov. \u010ce je na primer o\u010ditno, da se dolo\u010den izdelek stranke trenutno zelo dobro prodaja, ji\/ mu poka\u017eemo, kako lahko z Repricer nastavi razli\u010dne cenovne razrede, da dose\u017ee najve\u010dji mo\u017eni prihodek od prodaje. \u010ce je nasprotno, torej \u010de se izdelek prodaja po\u010dasi, lahko cenovni razred usmerimo navzdol \u2013 do minimalne cene, ki jo dolo\u010di stranka \u2013 da generiramo ve\u010d prodaje.<\/li>
      2. Stranka je \u017ee izku\u0161en trgovec in prodaja tuje izdelke kot trgovsko blago preko Amazona<\/strong> \u2192 V takem primeru se stranki predstavi na\u0161a \u201eBuy Box strategija\u201d. Tudi tukaj ime ustreza programu, saj gre v tej strategiji za zagotavljanje Buy Box \u2013 in s tem pribli\u017eno 90 % prodaje. Za to mora stranka najprej dolo\u010diti dolo\u010den cenovni razpon za ustrezen izdelek. \u010ce je na primer kot zgornja meja dolo\u010dena cena 15 EUR in kot spodnja meja 8 EUR, se Repricer giblje v tem okviru. Na\u0161 Repricer analizira cene konkurence, nastavi ceno ni\u017eje in \u010daka na odgovor glede izvedbe spremembe cene. \u010ce Amazonov sistem potrdi pridobitev Buy Box, se cena nastavi. Ko stranka enkrat postane lastnik Buy Box, Repricer samodejno nastavi prodajno ceno tako visoko, kot je mogo\u010de, ne da bi stranka s tem izgubila Buy Box. Stranka tako ostane lastnik Buy Box in<\/em> hkrati prodaja po najvi\u0161ji mo\u017eni ceni. Ro\u010dno bi ta celoten postopek zahteval vsaj eno delovno mesto s polnim delovnim \u010dasom, saj sama analiza cen konkurence zahteva stalno spremljanje. Na\u0161e stranke torej ne pridobijo le Buy Box, temve\u010d tudi prihranijo \u010das in energijo, ki ju lahko investirajo drugam.<\/li><\/ol><\/div><\/li><\/ol><\/div><\/li>
      3. Na koncu dvotedenskega preizkusnega obdobja se ponovno pokli\u010de stranko, vpra\u0161a za povratne informacije in po potrebi prilagodi cenovno strategijo.<\/li><\/ol><\/div>
        \"Za<\/figure>

        Uvajanje pri Lost & Found<\/h3>

        Na\u0161a re\u0161itev Lost & Found je samoumevna in v 95 % primerov ne zahteva uvajanja. Pokli\u010de se le v primeru nepravilnosti in odstopanj pri stranki, na primer, ko se bli\u017eajo roki ali se v kratkem \u010dasu pojavi nenavadno veliko prijav \u0161kode.<\/p>

        Seveda je ekipa CSM tudi kadar koli dosegljiva za stranke Lost & Found in pomaga pri nastavitvi orodja, \u010de je to za\u017eeleno.<\/p>

        Poleg preproste slu\u017ebe za stranke<\/h2>

        Na\u0161a CSM ekipa je odgovorna za obravnavo izzivov in vpra\u0161anj na\u0161ih strank. Stik z na\u0161o ekipo lahko vzpostavite preko na\u0161e spletne strani ali vro\u010de linije<\/a>. Poleg tega se aktivno obravnavajo tudi druge potrebe na\u0161ih strank.<\/p>

        Svetovanje in ugotavljanje potreb\u0161\u010din<\/h3>

        Del \u017ee opisanih onboardings in storitev za stranke je svetovanje in ugotavljanje potreb\u0161\u010din. \u201eV svetovanju si najprej pridobimo konkretno sliko celotne situacije in nato skupaj s stranko razvijemo, katere prodajne strategije so v danem primeru najbolj u\u010dinkovite,\u201d nam razlo\u017ei Susana, vodja CS za jezike angle\u0161\u010dina, nem\u0161\u010dina in \u0161pan\u0161\u010dina.<\/p>

        V dinami\u010dnem delovnem okolju, kot je e-trgovina, pogosto ena sama svetovalna storitev ni dovolj. \u010ce se na primer trg spremeni, ker se pojavijo novi konkurenti ali Amazon sam nastopa kot prodajalec izdelka, imajo stranke kadarkoli mo\u017enost, da se ponovno posvetujejo.<\/p>

        Poleg tega se enkrat na \u010detrtletje zadovoljstvo strank ugotavlja na podlagi telefonske ankete. Obstoje\u010de stranke se tukaj aktivno pokli\u010de in vpra\u0161a, kako lahko izbolj\u0161amo \u017ee obstoje\u010di postopek.<\/p>

        Ta bli\u017eina do strank je za SELLERLOGIC zelo pomembna, saj je le tako mogo\u010de izdelek videti tudi z vidika uporabnika. Na ta na\u010din ekipa odkrije tudi potenciale za optimizacijo, ki se sicer v vsakdanjem delu ne bi tako enostavno razkrili.<\/p>

        Proaktiv in<\/em> reaktiven – me\u0161anica dela<\/h3>
        \n

        \u201eKaj misli\u0161 s ‘ustavitvijo’? Tak\u0161nega \u0161e nismo imeli.\u201d<\/span><\/p>\nMarco, vodja CS na podro\u010dju \u0161pan\u0161\u010dine, angle\u0161\u010dine in nem\u0161\u010dine<\/cite><\/blockquote>

        Zaradi \u0161tevilnih stikov s strankami se pogosto omenjajo manj\u0161e te\u017eave, ki pa so v tistem trenutku \u0161e tako nepomembne, da jih stranke same ne bi prenesle ekipi CSM. To prina\u0161a dve prednosti: po eni strani se te te\u017eave lahko odpravijo, preden se razvijejo v prave probleme, po drugi strani pa se na ta na\u010din lahko ugotovi izvor \u017ee obstoje\u010dih izzivov in \u2013 na primer \u2013 posreduje v razvoj izdelka.<\/p>

        Na koncu dneva …<\/h2>

        \u2026 na\u0161e CSM ekipa vedno najde nove na\u010dine za krepitev sodelovanja z na\u0161imi strankami. Z proaktivnim delovanjem in konstantnim prizadevanjem za izbolj\u0161ave ka\u017eejo, da pasivnost \u2013 kot jo pogosto sre\u010damo na podro\u010dju storitev za stranke \u2013 pri SELLERLOGIC nima prostora.<\/p>

        Zahteve za slike v vrstnem redu slik: \u00a9 A Stockphoto \u2013 stock.adobe.com \/ \u00a9 Andrey Popov \u2013 stock.adobe.com<\/p>","protected":false},"excerpt":{"rendered":"

        Profesionalna raznolikost na\u0161ih strank ter visoki standardi, ki jih postavljajo pred na\u0161e podjetje, ne pu\u0161\u010dajo prostora za malomarnost na podro\u010dju upravljanja s podporo strankam (CSM). \u0160e posebej na podro\u010dju SaaS (programska oprema kot storitev) so zahteve strank izjemno visoke in od zaposlenih v slu\u017ebi za stranke zahtevajo veliko. To potrjuje tudi Arne, vodja CSM pri<\/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":[1698],"tags":[],"class_list":["post-228609","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-v-lastno-ime"],"yoast_head":"\nUvajanje in slu\u017eba za stranke \u2013 Ekipa CSM pri SELLERLOGIC | SELLERLOGIC<\/title>\n<meta name=\"description\" content=\"Storitve za stranke \u2013 \u0161e posebej na podro\u010dju SaaS \u2013 so zahtevne in od zaposlenih zahtevajo veliko. 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