{"id":114816,"date":"2021-04-20T03:08:00","date_gmt":"2021-04-20T03:08:00","guid":{"rendered":"https:\/\/127.0.0.1\/blog\/onboarding-och-kundservice-csm-teamet-pa-sellerlogic\/"},"modified":"2021-04-20T03:08:00","modified_gmt":"2021-04-20T03:08:00","slug":"onboarding-och-kundservice-csm-teamet-pa-sellerlogic","status":"publish","type":"post","link":"https:\/\/www.sellerlogic.com\/sv\/blog\/onboarding-och-kundservice-csm-teamet-pa-sellerlogic\/","title":{"rendered":"Onboarding och kundservice \u2013 CSM-teamet p\u00e5 SELLERLOGIC"},"content":{"rendered":"

Den professionella m\u00e5ngfalden hos v\u00e5ra kunder samt den h\u00f6ga krav som dessa st\u00e4ller p\u00e5 v\u00e5rt f\u00f6retag l\u00e4mnar ingen plats f\u00f6r slarv inom omr\u00e5det Customer Support Management (CSM). S\u00e4rskilt inom SaaS (Software as a Service) \u00e4r kundernas krav s\u00e4rskilt h\u00f6ga och st\u00e4ller stora krav p\u00e5 medarbetarna inom kundservice.<\/p>

Det bekr\u00e4ftar ocks\u00e5 Arne, Head of CSM<\/a> p\u00e5 SELLERLOGIC. Arne kan av erfarenhet s\u00e4ga hur h\u00f6ga f\u00f6rv\u00e4ntningarna fr\u00e5n kunderna \u00e4r p\u00e5 detta arbetsomr\u00e5de och vet \u00e5 sin sida ocks\u00e5 att dessa f\u00f6rv\u00e4ntningar inte uppfylls av m\u00e5nga f\u00f6retag. Detta p\u00e5verkar i slut\u00e4ndan inte bara kundernas f\u00f6rtroende f\u00f6r s\u00e5dana f\u00f6retag, utan ocks\u00e5 medarbetarnas motivation. Av den anledningen bygger v\u00e5rt CSM-team hellre p\u00e5 platta hierarkier och f\u00f6rtroende \u00e4n p\u00e5 strikt kontroll och processberoende. Denna strategi g\u00f6r det m\u00f6jligt f\u00f6r Arne att fr\u00e5n dag ett kr\u00e4va den h\u00f6gsta standarden av prestation och kompetens fr\u00e5n sitt team, och han \u00e4r oerh\u00f6rt glad \u00f6ver att han sedan f\u00f6rsta dagen har f\u00e5tt just denna standard levererad. <\/p>

Men vad g\u00f6r kundservicen inom SaaS-omr\u00e5det s\u00e5 speciell? Dels \u00e4r det produkten: Programvara f\u00f6r\u00e4ndras \u2013 till skillnad fr\u00e5n konsumtionsvaror, till exempel \u2013 st\u00e4ndigt. Funktioner implementeras, ibland m\u00e5ste buggar \u00e5tg\u00e4rdas, ibland utvecklas hela instrumentpanelen p\u00e5 nytt. En s\u00e5dan dynamisk produkt kr\u00e4ver konstant kommunikation mellan kunder och f\u00f6retag. Programvaran m\u00e5ste presenteras f\u00f6r kunden inom ramen f\u00f6r en onboarding, och efter\u00e5t m\u00e5ste kundservicen alltid vara i st\u00e5nd att effektivt st\u00f6dja alla anv\u00e4ndare p\u00e5 alla niv\u00e5er och informera om eventuella f\u00f6r\u00e4ndringar.<\/p>

Vi p\u00e5 SELLERLOGIC har utvecklat v\u00e5rt eget system som \u00e4r anpassat efter kunderna och medarbetarna.<\/p>

Framg\u00e5ngsrikt registrerad, vad nu?<\/h2>

Vi har pratat med v\u00e5rt CSM-team f\u00f6r att ta reda p\u00e5 hur processerna vid onboarding och kundservice fungerar. F\u00f6rst m\u00e5ste man h\u00e4r skilja mellan on-boardingen av de olika l\u00f6sningarna.<\/p>

Onboarding vid Repricer<\/h3>
\n

\u201eOnboardingen \u00e4r en oerh\u00f6rt sp\u00e4nnande del av mitt jobb, eftersom man h\u00e4r verkligen k\u00e4nner av kundernas motivation!\u201d<\/span><\/p>\nLudivine, CS-chef f\u00f6r spr\u00e5ken franska, tyska och engelska<\/cite><\/blockquote>

  1. Meddelandecentralen f\u00f6r v\u00e5rt CSM-team informerar v\u00e5ra medarbetare via Push-meddelanden om f\u00f6r\u00e4ndringar i kundkontona. S\u00e5 kommuniceras till exempel upps\u00e4gningar, avtalsf\u00f6rl\u00e4ngningar, avtalsjusteringar, men ocks\u00e5 nya registreringar f\u00f6r Repricer till teamet.<\/li>
  2. F\u00f6rst delas det ut efter spr\u00e5k. Inga stora problem, eftersom de flesta CSM-medarbetare p\u00e5 SELLERLOGIC \u00e4r tre- eller till och med fyrspr\u00e5kiga.<\/li>
  3. D\u00e4refter analyseras kundens Amazon-profil. Det fastst\u00e4lls vilka artiklar som s\u00e4ljs p\u00e5 vilken marknadsplats, hur m\u00e5nga SKUs kunden har, om han eller hon s\u00e4ljer Private Label, handelsvaror eller b\u00e5da typerna. Dessutom diskuteras hur mycket erfarenhet kunden redan har samlat som Amazon-s\u00e4ljare och inom vilka omr\u00e5den denna erfarenhet har samlats. Dessa analyser tj\u00e4nar till att utveckla den optimala strategin f\u00f6r prisjusteringar som f\u00f6resl\u00e5s kunden i samtalet.<\/li>
  4. N\u00e4r registreringen har genomf\u00f6rts, ringer vi kunden och fr\u00e5gar om SELLERLOGIC kan vara till hj\u00e4lp p\u00e5 n\u00e5got s\u00e4tt. Kunden kan ocks\u00e5 omedelbart efter registreringen beg\u00e4ra kontakt via v\u00e5r \u00e5teruppringningstj\u00e4nst. Om st\u00f6d beh\u00f6vs, b\u00f6rjar onboardingen omedelbart eller s\u00e5 bokas en l\u00e4mplig tid. Under onboardingen diskuteras tillsammans med kunden hur v\u00e5r l\u00f6sning kan anv\u00e4ndas p\u00e5 det mest effektiva s\u00e4ttet i det aktuella fallet. Onboarding-samtalen varar vanligtvis 45 minuter, men sj\u00e4lvklart finns det inget tidsgr\u00e4ns f\u00f6r kunden h\u00e4r. Samtalet omfattar f\u00f6ljande punkter:
    1. F\u00f6rst presenteras programvaran i detalj f\u00f6r v\u00e5ra kunder. CSM-medarbetaren g\u00e5r tillsammans med kunden in i det ny skapade kontot. V\u00e4l inne f\u00f6rklaras funktionerna och hanteringen av produkten f\u00f6r kunden.<\/li>
    2. D\u00e4refter r\u00e5dgiver vi kunden baserat p\u00e5 den information som diskuterades i punkt 3. Varje r\u00e5dgivning \u00e4r anpassad efter kundens specifika situation och varierar d\u00e4rf\u00f6r ocks\u00e5. H\u00e4r \u00e4r tv\u00e5 exempel:
      1. Kunden \u00e4r ny p\u00e5 Amazon och Private Label-s\u00e4ljare av en egen produkt<\/strong> \u2192 I det h\u00e4r fallet f\u00f6resl\u00e5s kunden “.Push-strategin”. Som namnet antyder ligger fokus h\u00e4r p\u00e5 att \u00f6ka f\u00f6rs\u00e4ljningen. Om det till exempel \u00e4r uppenbart att en viss produkt fr\u00e5n kunden s\u00e4ljer mycket bra just nu, visas det hur man med Repricer st\u00e4ller in olika prisniv\u00e5er f\u00f6r att maximera int\u00e4kterna fr\u00e5n f\u00f6rs\u00e4ljningen. Om det \u00e4r tv\u00e4rtom, det vill s\u00e4ga att en produkt s\u00e4ljer l\u00e5ngsamt, kan prisniv\u00e5n justeras ned\u00e5t \u2013 till ett minimipris som kunden fastst\u00e4ller \u2013 f\u00f6r att generera fler f\u00f6rs\u00e4ljningar.<\/li>
      2. Kunden \u00e4r redan en erfaren s\u00e4ljare och s\u00e4ljer andras produkter som handelsvaror via Amazon<\/strong> \u2192 I ett s\u00e5dant fall presenteras kunden v\u00e5r “.Buy Box-strategi”. \u00c4ven h\u00e4r \u00e4r namnet program, eftersom denna strategi handlar om att s\u00e4kra kunden Buy Box \u2013 och d\u00e4rmed cirka 90 % av f\u00f6rs\u00e4ljningen. F\u00f6r detta m\u00e5ste kunden f\u00f6rst fastst\u00e4lla en viss prisspann f\u00f6r den aktuella produkten. Om till exempel ett maximalt pris s\u00e4tts till 15 EUR och ett minimipris till 8 EUR, s\u00e5 r\u00f6r sig Repricer inom just detta spann. V\u00e5r Repricer analyserar konkurrenternas priser, s\u00e4tter priset l\u00e4gre och v\u00e4ntar p\u00e5 svar ang\u00e5ende genomf\u00f6randet av pris\u00e4ndringen. Om Amazon-systemet godk\u00e4nner vinsten av Buy Box, s\u00e4tts priset. N\u00e4r kunden v\u00e4l \u00e4r \u00e4gare av Buy Box, s\u00e4tter Repricer automatiskt f\u00f6rs\u00e4ljningspriset s\u00e5 h\u00f6gt som m\u00f6jligt, utan att kunden f\u00f6rlorar Buy Box. Kunden f\u00f6rblir s\u00e5ledes \u00e4gare av Buy Box och<\/em> s\u00e4ljer samtidigt till det h\u00f6gsta m\u00f6jliga priset. Manuellt skulle hela denna process ta minst en deltidsanst\u00e4llning, eftersom prisanalyser av konkurrenterna kr\u00e4ver st\u00e4ndig \u00f6vervakning. V\u00e5ra kunder vinner h\u00e4r inte bara Buy Box, utan sparar ocks\u00e5 tid och energi som de kan investera n\u00e5gon annanstans.<\/li><\/ol><\/div><\/li><\/ol><\/div><\/li>
      3. I slutet av den tv\u00e5 veckor l\u00e5nga testperioden kommer vi att ringa kunden igen, fr\u00e5ga om feedback och eventuellt justera prisstrategin.<\/li><\/ol><\/div>
        \"F\u00f6r<\/figure>

        Onboarding vid Lost & Found<\/h3>

        V\u00e5r l\u00f6sning Lost & Found \u00e4r sj\u00e4lvinstruerande och kr\u00e4ver i 95 % av fallen ingen onboarding. Det ringas endast till kunden vid avvikelser och oegentligheter, till exempel n\u00e4r tidsfrister snart g\u00e5r ut eller n\u00e4r ett ovanligt stort antal skador rapporteras under en kort tidsperiod.<\/p>

        Sj\u00e4lvklart \u00e4r CSM-teamet ocks\u00e5 alltid tillg\u00e4ngligt f\u00f6r Lost & Found-kunder och hj\u00e4lper till med installationen av verktyget om s\u00e5 \u00f6nskas.<\/p>

        Ut\u00f6ver enkel kundservice<\/h2>

        V\u00e5rt CSM-team ansvarar f\u00f6r att hantera utmaningar och fr\u00e5gor fr\u00e5n v\u00e5ra kunder. Kontakten med v\u00e5rt team kan tas via v\u00e5r webbplats eller hotline<\/a>. Dessutom adresseras \u00e4ven andra behov fr\u00e5n v\u00e5ra kunder aktivt.<\/p>

        R\u00e5dgivning och behovsanalys<\/h3>

        En del av de redan beskrivna onboarding-processerna och kundservicen \u00e4r r\u00e5dgivning och behovsanalys. “I r\u00e5dgivningen f\u00e5r vi f\u00f6rst en konkret bild av den \u00f6vergripande situationen och arbetar sedan tillsammans med kunden f\u00f6r att ta reda p\u00e5 vilka f\u00f6rs\u00e4ljningsstrategier som \u00e4r mest effektiva i det aktuella fallet,” f\u00f6rklarar Susana, CS-chef f\u00f6r spr\u00e5ken engelska, tyska och spanska.<\/p>

        I en dynamisk arbetsmilj\u00f6 som e-handel r\u00e4cker det ofta inte med en enda r\u00e5dgivning. Om till exempel marknadsplatsen f\u00f6r\u00e4ndras, eftersom nya konkurrenter tillkommer eller Amazon sj\u00e4lv agerar som s\u00e4ljare av produkten, har kunderna alltid m\u00f6jlighet att f\u00e5 ny r\u00e5dgivning.<\/p>

        Dessutom m\u00e4ts kundn\u00f6jdheten en g\u00e5ng per kvartal genom en telefonunders\u00f6kning. Befintliga kunder kontaktas aktivt och det fr\u00e5gas hur den redan existerande processen kan f\u00f6rb\u00e4ttras.<\/p>

        Denna n\u00e4rhet till kunden \u00e4r mycket viktig f\u00f6r SELLERLOGIC, eftersom det endast p\u00e5 detta s\u00e4tt \u00e4r m\u00f6jligt att se produkten ur anv\u00e4ndarperspektiv. P\u00e5 s\u00e5 s\u00e4tt uppt\u00e4cker teamet ocks\u00e5 optimeringspotentialer som annars inte skulle vara s\u00e5 l\u00e4tta att identifiera i det dagliga arbetet.<\/p>

        Proaktiv och<\/em> reaktiv – blandningen g\u00f6r det<\/h3>
        \n

        \u201eVad menar du med ‘stillest\u00e5nd’? S\u00e5nt har vi inte haft tidigare.\u201d<\/span><\/p>\nMarco, CS-chef inom spanska, engelska och tyska<\/cite><\/blockquote>

        Genom de m\u00e5nga kontaktpunkterna med kunderna n\u00e4mns ofta mindre sv\u00e5righeter som i stunden \u00e4r s\u00e5 obetydliga att kunderna inte skulle ha tagit upp dem med CSM-teamet p\u00e5 egen hand. Detta har tv\u00e5 f\u00f6rdelar: Dels kan dessa sv\u00e5righeter \u00e5tg\u00e4rdas innan de utvecklas till riktiga problem, dels kan ursprunget till redan existerande utmaningar identifieras och \u2013 till exempel vidarebefordras till produktutvecklingen.<\/p>

        I slutet av dagen …<\/h2>

        \u2026 hittar v\u00e5rt CSM-team alltid nya s\u00e4tt att st\u00e4rka samarbetet med v\u00e5ra kunder. Genom proaktivt handlande och ett konstant str\u00e4van efter f\u00f6rb\u00e4ttring visar de att likgiltighet \u2013 som s\u00e5 ofta f\u00f6rekommer inom kundservice \u2013 inte har n\u00e5gon plats p\u00e5 SELLERLOGIC.<\/p>

        Bildkrediter i ordning efter bilderna: \u00a9 A Stockphoto \u2013 stock.adobe.com \/ \u00a9 Andrey Popov \u2013 stock.adobe.com<\/p>","protected":false},"excerpt":{"rendered":"

        Den professionella m\u00e5ngfalden hos v\u00e5ra kunder samt den h\u00f6ga krav som dessa st\u00e4ller p\u00e5 v\u00e5rt f\u00f6retag l\u00e4mnar ingen plats f\u00f6r slarv inom omr\u00e5det Customer Support Management (CSM). S\u00e4rskilt inom SaaS (Software as a Service) \u00e4r kundernas krav s\u00e4rskilt h\u00f6ga och st\u00e4ller stora krav p\u00e5 medarbetarna inom kundservice. Det bekr\u00e4ftar ocks\u00e5 Arne, Head of CSM p\u00e5<\/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":[777],"tags":[],"class_list":["post-114816","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-paa-vaart-eget-konto"],"yoast_head":"\nOnboarding och kundservice \u2013 CSM-teamet p\u00e5 SELLERLOGIC | SELLERLOGIC<\/title>\n<meta name=\"description\" content=\"Kundtj\u00e4nst \u2013 s\u00e4rskilt inom omr\u00e5det SaaS \u2013 \u00e4r kr\u00e4vande och st\u00e4ller h\u00f6ga krav p\u00e5 anst\u00e4llda. 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