{"id":113436,"date":"2021-04-20T03:08:00","date_gmt":"2021-04-20T03:08:00","guid":{"rendered":"https:\/\/127.0.0.1\/blog\/egitim-ve-musteri-hizmetleri-sellerlogic-daki-csm-ekibi\/"},"modified":"2021-04-20T03:08:00","modified_gmt":"2021-04-20T03:08:00","slug":"egitim-ve-musteri-hizmetleri-sellerlogic-daki-csm-ekibi","status":"publish","type":"post","link":"https:\/\/www.sellerlogic.com\/tr\/blog\/egitim-ve-musteri-hizmetleri-sellerlogic-daki-csm-ekibi\/","title":{"rendered":"E\u011fitim ve M\u00fc\u015fteri Hizmetleri \u2013 SELLERLOGIC’daki CSM Ekibi"},"content":{"rendered":"

M\u00fc\u015fterilerimizin profesyonel \u00e7e\u015fitlili\u011fi ve bu m\u00fc\u015fterilerin \u015firketimize y\u00f6neltti\u011fi y\u00fcksek beklentiler, M\u00fc\u015fteri Destek Y\u00f6netimi (CSM) alan\u0131nda dikkatsizlik i\u00e7in hi\u00e7bir alan b\u0131rakmamaktad\u0131r. \u00d6zellikle SaaS (Hizmet Olarak Yaz\u0131l\u0131m) alan\u0131nda, m\u00fc\u015fterilerin beklentileri olduk\u00e7a y\u00fcksektir ve m\u00fc\u015fteri hizmetleri \u00e7al\u0131\u015fanlar\u0131ndan b\u00fcy\u00fck bir \u00e7aba gerektirmektedir.<\/p>

Bu durumu SELLERLOGIC’daki CSM M\u00fcd\u00fcr\u00fc Arne<\/a> de do\u011frulamaktad\u0131r. Arne, m\u00fc\u015fterilerin bu \u00e7al\u0131\u015fma alan\u0131na y\u00f6nelik beklentilerinin ne kadar y\u00fcksek oldu\u011funu deneyimle s\u00f6yleyebilir ve di\u011fer yandan bu beklentilerin bir\u00e7ok \u015firkette kar\u015f\u0131lanmad\u0131\u011f\u0131n\u0131 da bilmektedir. Sonu\u00e7 olarak, bu durum yaln\u0131zca m\u00fc\u015fterilerin bu t\u00fcr \u015firketlere olan g\u00fcvenini zedelemekle kalmaz, ayn\u0131 zamanda \u00e7al\u0131\u015fanlar\u0131n motivasyonunu da olumsuz etkiler. Bu nedenle, CSM ekibimiz s\u0131k\u0131 kontrol ve s\u00fcre\u00e7 ba\u011f\u0131ml\u0131l\u0131\u011f\u0131 yerine d\u00fcz hiyerar\u015filere ve g\u00fcvene dayal\u0131 bir yakla\u015f\u0131m\u0131 tercih etmektedir. Bu yakla\u015f\u0131m, Arne’nin ilk g\u00fcnden itibaren ekibinden en y\u00fcksek performans ve yetkinlik standartlar\u0131n\u0131 talep etmesine olanak tan\u0131maktad\u0131r ve ilk g\u00fcnden itibaren bu standard\u0131n sa\u011fland\u0131\u011f\u0131 i\u00e7in b\u00fcy\u00fck bir mutluluk duymaktad\u0131r.<\/p>

Ama SaaS alan\u0131ndaki m\u00fc\u015fteri hizmetlerini bu kadar \u00f6zel k\u0131lan nedir? Birincisi, \u00fcr\u00fcn: Yaz\u0131l\u0131m, \u00f6rne\u011fin t\u00fcketim mallar\u0131n\u0131n aksine s\u00fcrekli olarak de\u011fi\u015fir. \u00d6zellikler uygulan\u0131r, bazen hatalar giderilmelidir, bazen de t\u00fcm kontrol paneli yeniden geli\u015ftirilir. Bu kadar dinamik bir \u00fcr\u00fcn, m\u00fc\u015fteri ile \u015firket aras\u0131nda s\u00fcrekli bir ileti\u015fim gerektirir. Yaz\u0131l\u0131m, bir onboarding s\u00fcreci kapsam\u0131nda m\u00fc\u015fteriye tan\u0131t\u0131lmal\u0131 ve sonras\u0131nda m\u00fc\u015fteri hizmetleri her zaman t\u00fcm kullan\u0131c\u0131lar\u0131 her yerde etkili bir \u015fekilde bilgilendirebilmeli ve her t\u00fcrl\u00fc de\u011fi\u015fiklik hakk\u0131nda ayd\u0131nlatmal\u0131d\u0131r.<\/p>

Biz SELLERLOGIC’da, m\u00fc\u015fterilere ve \u00e7al\u0131\u015fanlara \u00f6zel olarak tasarlanm\u0131\u015f kendi sistemimizi geli\u015ftirdik.<\/p>

Ba\u015far\u0131yla kaydolduysan\u0131z, \u015fimdi ne yapmal\u0131s\u0131n\u0131z?<\/h2>

CSM ekibimizle, onboarding ve m\u00fc\u015fteri hizmetleri s\u00fcre\u00e7lerinin nas\u0131l i\u015fledi\u011fini \u00f6\u011frenmek i\u00e7in konu\u015ftuk. \u00d6ncelikle, burada farkl\u0131 \u00e7\u00f6z\u00fcmlerin onboarding’lar\u0131 aras\u0131nda ayr\u0131m yapmak gerekir.<\/p>

Repricer’de E\u011fitim<\/h3>
\n

\u201eE\u011fitim, m\u00fc\u015fterilerin motivasyonunu en \u00e7ok hissetti\u011finiz mesle\u011fimin son derece heyecan verici bir par\u00e7as\u0131d\u0131r!\u201d<\/span><\/p>\nLudivine, Frans\u0131zca, Almanca ve \u0130ngilizce dillerinde CSM M\u00fcd\u00fcr\u00fc<\/cite><\/blockquote>

  1. CSM ekibimizin bildirim merkezi, \u00e7al\u0131\u015fanlar\u0131m\u0131z\u0131 Push bildirimleri arac\u0131l\u0131\u011f\u0131yla m\u00fc\u015fteri hesaplar\u0131ndaki de\u011fi\u015fiklikler hakk\u0131nda bilgilendirir. \u00d6rne\u011fin, iptaller, s\u00f6zle\u015fme uzatmalar\u0131, s\u00f6zle\u015fme de\u011fi\u015fiklikleri ve ayr\u0131ca Repricer i\u00e7in yeni kay\u0131tlar ekip ile ileti\u015fim kurulur.<\/li>
  2. \u00d6ncelikle, dil baz\u0131nda da\u011f\u0131t\u0131m yap\u0131l\u0131r. Bu b\u00fcy\u00fck bir sorun de\u011fildir, \u00e7\u00fcnk\u00fc SELLERLOGIC’da \u00e7o\u011fu CSM \u00e7al\u0131\u015fan\u0131 \u00fc\u00e7 veya hatta d\u00f6rt dilli olarak g\u00f6rev yapmaktad\u0131r.<\/li>
  3. Daha sonra, m\u00fc\u015fterinin Amazon profili analiz edilir. Hangi \u00fcr\u00fcnlerin hangi pazarda sat\u0131ld\u0131\u011f\u0131, m\u00fc\u015fterinin ka\u00e7 SKU’su oldu\u011fu, \u00f6zel etiket, ticari \u00fcr\u00fcn veya her iki t\u00fcr\u00fc de sat\u0131p satmad\u0131\u011f\u0131 belirlenir. Ayr\u0131ca, m\u00fc\u015fterinin Amazon sat\u0131c\u0131s\u0131 olarak ne kadar deneyim kazand\u0131\u011f\u0131 ve bu deneyimin hangi alanlarda topland\u0131\u011f\u0131 da ele al\u0131n\u0131r. Bu analizler, m\u00fc\u015fteriye g\u00f6r\u00fc\u015fme s\u0131ras\u0131nda \u00f6nerilecek fiyat ayarlamalar\u0131 i\u00e7in optimal strateji geli\u015ftirmeye hizmet eder.<\/li>
  4. Kay\u0131t tamamland\u0131\u011f\u0131nda, m\u00fc\u015fteri arand\u0131ktan sonra SELLERLOGIC’\u0131n herhangi bir \u015fekilde destek olup olamayaca\u011f\u0131 sorulur. M\u00fc\u015fteri, kaydolduktan hemen sonra geri arama hizmetimiz arac\u0131l\u0131\u011f\u0131yla da ileti\u015fim talep edebilir. Destek gerekiyorsa, onboarding hemen ba\u015flar veya uygun bir tarih belirlenir. Onboarding s\u0131ras\u0131nda, m\u00fc\u015fterinin mevcut durumda \u00e7\u00f6z\u00fcm\u00fcm\u00fcz\u00fcn en etkili \u015fekilde nas\u0131l kullan\u0131labilece\u011fi birlikte ele al\u0131n\u0131r. Onboarding g\u00f6r\u00fc\u015fmeleri genellikle 45 dakika s\u00fcrer, ancak elbette m\u00fc\u015fteriye burada bir zaman s\u0131n\u0131r\u0131 uygulanmaz. G\u00f6r\u00fc\u015fme a\u015fa\u011f\u0131daki noktalar\u0131 i\u00e7erir:
    1. \u00d6ncelikle, m\u00fc\u015fterilere yaz\u0131l\u0131m detayl\u0131 bir \u015fekilde tan\u0131t\u0131l\u0131r. CSM \u00e7al\u0131\u015fan\u0131, m\u00fc\u015fteriyle birlikte yeni olu\u015fturulan hesaba girer. \u0130\u00e7eri girdikten sonra, m\u00fc\u015fteriye \u00fcr\u00fcn\u00fcn i\u015flevleri ve kullan\u0131m\u0131 a\u00e7\u0131klan\u0131r.<\/li>
    2. Daha sonra, m\u00fc\u015fteri, 3. maddede ele al\u0131nan bilgilere dayanarak bize dan\u0131\u015f\u0131l\u0131r. Her dan\u0131\u015fmanl\u0131k, m\u00fc\u015fterinin \u00f6zel durumuna g\u00f6re \u00f6zelle\u015ftirilmi\u015ftir ve buna ba\u011fl\u0131 olarak de\u011fi\u015fiklik g\u00f6sterir. \u0130\u015fte iki \u00f6rnek:
      1. M\u00fc\u015fteri Amazon’da yeni ve kendi \u00fcr\u00fcn\u00fcn\u00fcn \u00f6zel etiket sat\u0131c\u0131s\u0131d\u0131r<\/strong> \u2192 Bu durumda, m\u00fc\u015fterilere \u201ePush Stratejisi\u201d \u00f6nerilir. \u0130simden de anla\u015f\u0131laca\u011f\u0131 gibi, burada odak noktas\u0131 sat\u0131\u015flar\u0131 art\u0131rmakt\u0131r. \u00d6rne\u011fin, m\u00fc\u015fterinin belirli bir \u00fcr\u00fcn\u00fcn\u00fcn \u015fu anda \u00e7ok iyi sat\u0131ld\u0131\u011f\u0131 tespit edilirse, Repricer ile farkl\u0131 fiyat aral\u0131klar\u0131n\u0131n nas\u0131l ayarlanaca\u011f\u0131 g\u00f6sterilir, b\u00f6ylece sat\u0131\u015flardan en y\u00fcksek geliri elde edebilir. Aksi durumda, yani yava\u015f sat\u0131lan bir \u00fcr\u00fcn varsa, fiyat aral\u0131\u011f\u0131 a\u015fa\u011f\u0131ya do\u011fru \u2013 m\u00fc\u015fterinin belirledi\u011fi bir asgari fiyata kadar \u2013 ayarlanabilir, b\u00f6ylece daha fazla sat\u0131\u015f yap\u0131labilir.<\/li>
      2. M\u00fc\u015fteri zaten deneyimli bir sat\u0131c\u0131d\u0131r ve Amazon \u00fczerinden ba\u015fkalar\u0131n\u0131n \u00fcr\u00fcnlerini ticari mal olarak satmaktad\u0131r<\/strong> \u2192 Bu durumda, m\u00fc\u015fteriye \u201eBuy Box Stratejisi\u201d tan\u0131t\u0131l\u0131r. Burada da isim program\u0131 ifade etmektedir, \u00e7\u00fcnk\u00fc bu strateji, m\u00fc\u015fterinin Buy Box’\u00fc \u2013 dolay\u0131s\u0131yla sat\u0131\u015flar\u0131n yakla\u015f\u0131k %90’\u0131n\u0131 \u2013 g\u00fcvence alt\u0131na almay\u0131 ama\u00e7lamaktad\u0131r. Bunun i\u00e7in, m\u00fc\u015fteri ilgili \u00fcr\u00fcn i\u00e7in \u00f6ncelikle belirli bir fiyat aral\u0131\u011f\u0131 belirlemelidir. \u00d6rne\u011fin, maksimum s\u0131n\u0131r 15 EUR ve minimum s\u0131n\u0131r 8 EUR olarak belirlenirse, Repricer tam olarak bu aral\u0131kta hareket eder. Repricer, rakiplerin fiyatlar\u0131n\u0131 analiz eder, fiyat\u0131 daha d\u00fc\u015f\u00fck belirler ve fiyat de\u011fi\u015fikli\u011fi uygulamas\u0131yla ilgili yan\u0131t\u0131 bekler. Amazon sistemi Buy Box’\u00fcn kazan\u0131m\u0131n\u0131 onaylarsa, fiyat belirlenir. M\u00fc\u015fteri bir kez Buy Box sahibi oldu\u011funda, Repricer sat\u0131\u015f fiyat\u0131n\u0131 otomatik olarak m\u00fcmk\u00fcn olan en y\u00fcksek seviyeye ayarlar, b\u00f6ylece m\u00fc\u015fteri Buy Box’\u00fc kaybetmez. M\u00fc\u015fteri, b\u00f6ylece Buy Box’\u00fcn sahibi kal\u0131r ve<\/em> ayn\u0131 zamanda m\u00fcmk\u00fcn olan en y\u00fcksek fiyattan sat\u0131\u015f yapar. Manuel olarak bu t\u00fcm s\u00fcre\u00e7 en az bir yar\u0131 zamanl\u0131 i\u015f g\u00fcc\u00fc gerektirir, rakiplerin fiyat analizinin s\u00fcrekli izlenmesi gerekmektedir. M\u00fc\u015fterilerimiz burada sadece Buy Box’\u00fc kazanmakla kalmaz, ayn\u0131 zamanda ba\u015fka alanlara yat\u0131rabilecekleri zaman ve enerji tasarrufu da sa\u011flarlar.<\/li><\/ol><\/div><\/li><\/ol><\/div><\/li>
      3. \u0130ki haftal\u0131k deneme s\u00fcresinin sonunda, m\u00fc\u015fteriyle bir kez daha telefonla ileti\u015fime ge\u00e7ilir, geri bildirim al\u0131n\u0131r ve gerekirse fiyat stratejisi yeniden ayarlan\u0131r.<\/li><\/ol><\/div>
        \"SELLERLOGIC<\/figure>

        Lost & Found’de E\u011fitim<\/h3>

        \u00c7\u00f6z\u00fcm\u00fcm\u00fcz Lost & Found kendili\u011finden anla\u015f\u0131l\u0131r ve %95 oran\u0131nda bir e\u011fitim gerektirmez. Sadece m\u00fc\u015fteride belirginlikler ve d\u00fczensizlikler oldu\u011funda arama yap\u0131l\u0131r, \u00f6rne\u011fin s\u00fcreler yak\u0131nda sona eriyorsa veya k\u0131sa bir s\u00fcre i\u00e7inde dikkat \u00e7ekici say\u0131da hasar bildirimi varsa.<\/p>

        Elbette, CSM ekibi her zaman Lost & Found m\u00fc\u015fterilerine ula\u015f\u0131labilir ve istenildi\u011finde arac\u0131n kurulumu konusunda yard\u0131mc\u0131 olur.<\/p>

        Basit m\u00fc\u015fteri hizmetlerinin \u00f6tesinde<\/h2>

        CSM ekibimiz, m\u00fc\u015fterilerimizin zorluklar\u0131 ve sorular\u0131 ile ilgilenmekten sorumludur. Ekibimizle ileti\u015fim, web sitemiz veya hotline<\/a> arac\u0131l\u0131\u011f\u0131yla kurulabilir. Bunun yan\u0131 s\u0131ra, m\u00fc\u015fterilerimizin di\u011fer ihtiya\u00e7lar\u0131 da aktif olarak ele al\u0131nmaktad\u0131r.<\/p>

        Dan\u0131\u015fmanl\u0131k ve \u0130htiya\u00e7 Belirleme<\/h3>

        Daha \u00f6nce bahsedilen e\u011fitimlerin ve m\u00fc\u015fteri hizmetlerinin bir par\u00e7as\u0131, dan\u0131\u015fmanl\u0131k ve ihtiya\u00e7 belirlemedir. “Dan\u0131\u015fmanl\u0131kta, \u00f6ncelikle genel duruma dair somut bir resim elde ediyoruz ve ard\u0131ndan m\u00fc\u015fteriye hangi sat\u0131\u015f stratejilerinin mevcut durumda en etkili olaca\u011f\u0131n\u0131 birlikte geli\u015ftiriyoruz,” diyor Susana, \u0130ngilizce, Almanca ve \u0130spanyolca dillerinde CSM M\u00fcd\u00fcr\u00fc.<\/p>

        E-ticaret gibi dinamik bir \u00e7al\u0131\u015fma ortam\u0131nda, genellikle tek bir dan\u0131\u015fmanl\u0131k yeterli olmaz. \u00d6rne\u011fin, pazarda yeni rakipler ortaya \u00e7\u0131kt\u0131\u011f\u0131nda veya Amazon kendisi \u00fcr\u00fcn\u00fcn sat\u0131c\u0131s\u0131 oldu\u011funda, m\u00fc\u015fterilerin her zaman yeniden dan\u0131\u015fmanl\u0131k alma imkan\u0131 vard\u0131r.<\/p>

        Ayr\u0131ca, her \u00e7eyrekte m\u00fc\u015fteri memnuniyeti telefon anketi ile belirlenir. Mevcut m\u00fc\u015fterilere aktif olarak telefonla ula\u015f\u0131l\u0131r ve mevcut s\u00fcrecin nas\u0131l geli\u015ftirilebilece\u011fi sorulur.<\/p>

        M\u00fc\u015fteriye bu yak\u0131nl\u0131k, SELLERLOGIC i\u00e7in \u00e7ok \u00f6nemlidir, \u00e7\u00fcnk\u00fc ancak bu \u015fekilde \u00fcr\u00fcn\u00fc kullan\u0131c\u0131 perspektifinden g\u00f6rmek m\u00fcmk\u00fcnd\u00fcr. Bu sayede ekip, g\u00fcnl\u00fck \u00e7al\u0131\u015fmalarda kolayca ortaya \u00e7\u0131kmayacak optimizasyon potansiyellerini de ke\u015ffeder.<\/p>

        Proaktif ve<\/em> reaktif – kar\u0131\u015f\u0131m \u00f6nemlidir<\/h3>
        \n

        \u201e’Durakl\u0131k’ ile neyi kastettin? B\u00f6yle bir \u015feyle daha \u00f6nce kar\u015f\u0131la\u015fmad\u0131k.\u201d<\/span><\/p>\nMarco, \u0130spanyolca, \u0130ngilizce ve Almanca alan\u0131nda CSM M\u00fcd\u00fcr\u00fc<\/cite><\/blockquote>

        M\u00fc\u015fterilerle olan bir\u00e7ok temas noktas\u0131 sayesinde, genellikle daha k\u00fc\u00e7\u00fck zorluklar dile getiriliyor, ancak o anda o kadar \u00f6nemsiz ki, m\u00fc\u015fteriler bunlar\u0131 kendi ba\u015flar\u0131na CSM ekibine iletmezlerdi. Bunun iki avantaj\u0131 var: Birincisi, bu zorluklar, ger\u00e7ek sorunlara d\u00f6n\u00fc\u015fmeden \u00f6nce ortadan kald\u0131r\u0131labilir; ikincisi, bu \u015fekilde mevcut zorluklar\u0131n k\u00f6keni belirlenebilir ve – \u00f6rne\u011fin \u00fcr\u00fcn geli\u015ftirmeye – iletilebilir.<\/p>

        Am Ende des Tages<\/h2>

        \u2026 SELLERLOGIC ile ilgili olarak, i\u015fbirli\u011fini g\u00fc\u00e7lendirmek i\u00e7in her zaman yeni yollar bulur. Proaktif davran\u0131\u015f ve s\u00fcrekli iyile\u015ftirme \u00e7abas\u0131yla, m\u00fc\u015fteri hizmetleri alan\u0131nda s\u0131k\u00e7a kar\u015f\u0131la\u015f\u0131lan kay\u0131ts\u0131zl\u0131\u011f\u0131n SELLERLOGIC’da yeri olmad\u0131\u011f\u0131n\u0131 g\u00f6sterirler.<\/p>

        G\u00f6r\u00fcnt\u00fc kaynaklar\u0131, resimlerin s\u0131ras\u0131na g\u00f6re: \u00a9 A Stockphoto \u2013 stock.adobe.com \/ \u00a9 Andrey Popov \u2013 stock.adobe.com<\/p>","protected":false},"excerpt":{"rendered":"

        M\u00fc\u015fterilerimizin profesyonel \u00e7e\u015fitlili\u011fi ve bu m\u00fc\u015fterilerin \u015firketimize y\u00f6neltti\u011fi y\u00fcksek beklentiler, M\u00fc\u015fteri Destek Y\u00f6netimi (CSM) alan\u0131nda dikkatsizlik i\u00e7in hi\u00e7bir alan b\u0131rakmamaktad\u0131r. \u00d6zellikle SaaS (Hizmet Olarak Yaz\u0131l\u0131m) alan\u0131nda, m\u00fc\u015fterilerin beklentileri olduk\u00e7a y\u00fcksektir ve m\u00fc\u015fteri hizmetleri \u00e7al\u0131\u015fanlar\u0131ndan b\u00fcy\u00fck bir \u00e7aba gerektirmektedir. Bu durumu SELLERLOGIC’daki CSM M\u00fcd\u00fcr\u00fc Arne de do\u011frulamaktad\u0131r. Arne, m\u00fc\u015fterilerin bu \u00e7al\u0131\u015fma alan\u0131na y\u00f6nelik beklentilerinin ne kadar<\/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":[585],"tags":[],"class_list":["post-113436","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kendi-hesabimizda"],"yoast_head":"\nE\u011fitim ve M\u00fc\u015fteri Hizmetleri \u2013 SELLERLOGIC'daki CSM Ekibi | SELLERLOGIC<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri hizmetleri \u2013 \u00f6zellikle SaaS alan\u0131nda \u2013 zorlu ve \u00e7al\u0131\u015fanlardan \u00e7ok \u015fey talep ediyor. 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