{"id":38587,"date":"2019-10-31T22:24:43","date_gmt":"2019-10-31T19:24:43","guid":{"rendered":"https:\/\/prohoster.info\/blog\/zachem-vam-sluzhba-podderzhki-kotoraya-ne-podderzhivaet\/"},"modified":"2019-10-31T22:24:43","modified_gmt":"2019-10-31T19:24:43","slug":"zachem-vam-sluzhba-podderzhki-kotoraya-ne-podderzhivaet","status":"publish","type":"post","link":"https:\/\/prohoster.info\/cs\/blog\/administrirovanie\/zachem-vam-sluzhba-podderzhki-kotoraya-ne-podderzhivaet","title":{"rendered":"Pro\u010d pot\u0159ebujete podporu, kter\u00e1 nepodporuje?","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>Firmy vyhla\u0161uj\u00ed um\u011blou inteligenci ve sv\u00e9 automatizaci, mluv\u00ed o tom, jak implementovaly p\u00e1r skv\u011bl\u00fdch syst\u00e9m\u016f z\u00e1kaznick\u00e9ho servisu, ale kdy\u017e zavol\u00e1me na technickou podporu, st\u00e1le trp\u00edme a poslouch\u00e1me utr\u00e1pen\u00e9 hlasy oper\u00e1tor\u016f s vym\u00fd\u0161len\u00fdmi skripty. A ur\u010dit\u011b jste si v\u0161imli, \u017ee my, IT odborn\u00edci, mnohem ost\u0159eji vn\u00edm\u00e1me a hodnot\u00edme pr\u00e1ci mnoh\u00fdch z\u00e1kaznick\u00fdch podpor slu\u017eeb, IT outsourcer\u016f, autoservis\u016f a informa\u010dn\u00edch slu\u017eeb oper\u00e1tor\u016f, v\u010detn\u011b podpory spole\u010dnosti, v n\u00ed\u017e pracujeme nebo kterou vedeme.\u00a0<\/p>\n<p>O co jde? Pro\u010d je hovor na technickou podporu t\u00e9m\u011b\u0159 v\u017edy d\u016fvodem k t\u011b\u017ek\u00e9mu povzdechnut\u00ed a jakousi beznad\u011bjnou nutnost\u00ed? N\u011bco v\u00edme o p\u0159\u00ed\u010din\u00e1ch.\u00a0<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/469655\/\"><img decoding=\"async\" alt=\"Pro\u010d pot\u0159ebujete podporu, kter\u00e1 nepodporuje?\" src=\"\/wp-content\/uploads\/2019\/10\/1caaa3dddacbb2911aca5f012e2c44f2.png\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<i>Technick\u00e1 podpora sn\u016f z na\u0161eho d\u011btstv\u00ed<\/i><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><\/p>\n<h2>Probl\u00e9my s podporou, kter\u00e9 pravd\u011bpodobn\u011b m\u00e1te i vy<\/h2>\n<p><\/p>\n<h3>Neodborn\u00ed zam\u011bstnanci<\/h3>\n<p>\nNeodborn\u00ed zam\u011bstnanci jsou na prvn\u00ed pohled hlavn\u00edm d\u016fvodem probl\u00e9m\u016f s technickou podporou. Je nep\u0159ijateln\u00e9, kdy\u017e \u010dek\u00e1te na vy\u0159e\u0161en\u00ed va\u0161eho probl\u00e9mu nebo aspo\u0148 na spr\u00e1vn\u00e9 p\u0159esm\u011brov\u00e1n\u00ed na specialistu a dostanete \u00fapln\u00e9 ignorov\u00e1n\u00ed podstaty ot\u00e1zky a k tomu trochu reklamy. Nicm\u00e9n\u011b nen\u00ed dobr\u00e9 hned h\u00e1zet vinu na specialisty slu\u017eby podpory \u2014 v\u011bt\u0161inou je ko\u0159en tohoto probl\u00e9mu mnohem hloub\u011bji.<\/p>\n<p>V\u00fdb\u011br nekvalifikovan\u00fdch pracovn\u00edk\u016f je prvn\u00ed chybou firem. Je jasn\u00e9, \u017ee pokud nejste DevOps outsourcer s d\u016fstojn\u00fdmi nab\u00eddkami pro uchaze\u010de, nep\u0159ijdou k v\u00e1m vysoce kvalifikovan\u00ed syst\u00e9mov\u00ed administr\u00e1to\u0159i a in\u017een\u00fd\u0159i. Ale naj\u00edmat \u201estudenty prvn\u00edho a druh\u00e9ho ro\u010dn\u00edku ve voln\u00e9m \u010dase\u201c je tak\u00e9 riskantn\u00ed. Je to loterie: m\u016f\u017eete z\u00edskat sv\u00e9ho budouc\u00edho \u0161\u00e9fa podpory nebo dokonce hlavn\u00edho v\u00fdvoj\u00e1\u0159e, ale tak\u00e9 studenta, kter\u00e9mu na studiu v\u016fbec nez\u00e1le\u017e\u00ed \u2013 v\u017edy m\u00e1 voln\u00fd \u010das. Obvykle takov\u00ed lid\u00e9 nemaj\u00ed vyvinut\u00e9 komunika\u010dn\u00ed dovednosti, nechc\u011bj\u00ed se u\u010dit (a podpora v\u017edy zahrnuje u\u010den\u00ed a schopnost vysv\u011btlit n\u011bkomu jin\u00e9mu, co\u017e je mo\u017en\u00e9 pouze tehdy, kdy\u017e to sami d\u016fv\u011brn\u011b ch\u00e1pete). Proto p\u0159i v\u00fdb\u011bru uchaze\u010d\u016f je t\u0159eba \u0159\u00eddit se nikoli principem levnosti zam\u011bstnance nebo jeho touhou k v\u00e1m p\u0159ij\u00edt, ale objektivn\u00edmi metrikami a schopnost\u00ed vy\u0159e\u0161it jednoduch\u00e9 \u00fakoly podpory v praxi.<\/p>\n<p>Neschopn\u00ed zam\u011bstnanci jsou obrovsk\u00fdm probl\u00e9mem mnoha firem, bez ohledu na jejich velikost a obor \u010dinnosti. Kdy\u017e mluv\u00edme o neschopn\u00fdch, m\u00e1me na mysli negramotn\u00e9, nekvalifikovan\u00e9 a p\u0159edev\u0161\u00edm ty, kte\u0159\u00ed necht\u011bj\u00ed nic m\u011bnit na sv\u00e9 kvalifikaci a u\u010dit se. Tak pro\u010d firmy znova a znova nara\u017euj\u00ed na takov\u00e9 lidi? Je to jednoduch\u00e9: velmi \u010dasto do podpory berou ne ty, kte\u0159\u00ed um\u011bj\u00ed a v\u011bd\u00ed, ale ty, kte\u0159\u00ed jsou levn\u011bj\u0161\u00ed, \u201ea tam je nau\u010d\u00edme\u201c. To je kritick\u00e1 chyba, kter\u00e1 vede k fluktuaci zam\u011bstnanc\u016f (\u201enen\u00ed to moje\u201c, \u201ejak jste v\u0161ichni zl\u00ed\u201c, \u201estudium je d\u016fle\u017eit\u011bj\u0161\u00ed\u201c), k chyb\u00e1m v pr\u00e1ci (\u201eje\u0161t\u011b jsem se nenau\u010dil\u201c, \u201eno, je\u0161t\u011b se u\u010dit, a za takov\u00e9 pen\u00edze bych v\u00e1m je\u0161t\u011b m\u011bl \u0161kodit!\u201c), k bezv\u00fdsledn\u00fdm pokus\u016fm o \u0161kolen\u00ed (\u201eco je to za nesmysl, mluvit s klienty, j\u00e1 jsem pro to neukon\u010dil management, chci b\u00fdt vedouc\u00edm\u201c).<\/p>\n<p>O\u010dividn\u00e1 a t\u011b\u017eko aplikovateln\u00e1 rada, ale sna\u017ete se pracovat s person\u00e1lem ji\u017e na etap\u011b naj\u00edm\u00e1n\u00ed. Neobt\u011b\u017eujte je ot\u00e1zkami, k\u00fdm se vid\u00ed za p\u011bt let, mluvte k v\u011bci:\u00a0<\/p>\n<ul>\n<li>zeptejte se, co pro n\u011b znamen\u00e1 kvalitn\u00ed z\u00e1kaznick\u00fd servis;\u00a0\n<\/li>\n<li>navrhn\u011bte slo\u017eit\u00e9 sc\u00e9n\u00e1\u0159e rozhovor\u016f se z\u00e1kazn\u00edky a zeptejte se, jak na n\u011b reaguj\u00ed;\n<\/li>\n<li>zeptejte se, \u010d\u00edm se podle jejich n\u00e1zoru v\u00e1\u0161 byznys zab\u00fdv\u00e1 a co cht\u011bj\u00ed klienti.\n<\/li>\n<\/ul>\n<p>\nTyto t\u0159i jednoduch\u00e9 a poctiv\u00e9 \u010d\u00e1sti pohovoru v\u00e1m poskytnou p\u0159edstavu o tom, kdo jsou lid\u00e9, kter\u00e9 naj\u00edm\u00e1te na frontu, a jak se prezentuj\u00ed uvnit\u0159 va\u0161eho podnik\u00e1n\u00ed.<\/p>\n<p><img decoding=\"async\" alt=\"Pro\u010d pot\u0159ebujete podporu, kter\u00e1 nepodporuje?\" src=\"\/wp-content\/uploads\/2019\/10\/3ffe5408f26c4ab9b6bcf7dcb4385c27.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<\/p>\n<h3>Nedostatek \u0161kolen\u00ed<\/h3>\n<p>\nNedostatek \u0161kolen\u00ed je dal\u0161\u00ed probl\u00e9m. Ano, ve spole\u010dnosti, kde existuje technick\u00e1 podpora (nebo prost\u011b jak\u00fdkoli z\u00e1kaznick\u00fd servis), se v\u017edy kon\u00e1 form\u00e1ln\u00ed \u0161kolen\u00ed: n\u011bkde to je kurz pro nov\u00e1\u010dky, jinde p\u0159edn\u00e1\u0161ka na p\u00e1r hodin, nebo p\u0159\u00edsn\u00fd vedouc\u00ed, kter\u00fd 15 minut hrub\u011b vysv\u011btluje, \u017ee spole\u010dnost mus\u00ed b\u00fdt v\u017edy naz\u00fdv\u00e1na v\u00fdhradn\u011b Asteroservice Technology Group LLC, a jm\u00e9no klienta mus\u00ed b\u00fdt zm\u00edn\u011bno alespo\u0148 7kr\u00e1t, zbytek nen\u00ed tak d\u016fle\u017eit\u00fd. Samoz\u0159ejm\u011b, \u017ee to v\u0161e nen\u00ed ono. Existuje n\u011bkolik osv\u011bd\u010den\u00fdch postup\u016f pro \u0161kolen\u00ed informa\u010dn\u00edch\/slu\u017eebn\u00edch t\u00fdm\u016f, p\u0159i\u010dem\u017e mezi nimi se d\u00e1 vyzdvihnout ty nejuniverz\u00e1ln\u011bj\u0161\u00ed.\u00a0<\/p>\n<ol>\n<li>Ide\u00e1ln\u00ed varianta. Po sestaven\u00ed skupiny specialist\u016f je ka\u017ed\u00e9mu 2-3 podp\u016frn\u00e9mu pracovn\u00edkovi p\u0159i\u0159azen mentor mezi zku\u0161en\u00fdmi zam\u011bstnanci, kter\u00fd prov\u00e1d\u00ed podrobn\u00e9 \u0161kolen\u00ed a okam\u017eit\u011b upev\u0148uje znalosti v praxi. Takto se informace osvojuj\u00ed co nejrychleji a poda\u0159\u00ed se p\u0159edej\u00edt nejasnostem.\n<\/li>\n<li>P\u0159ijateln\u00e1 varianta. \u0160kolen\u00ed v u\u010debn\u00e1ch prob\u00edh\u00e1 v n\u011bkolika bloc\u00edch a star\u0161\u00ed specialista pouze odpov\u00edd\u00e1 na vznikl\u00e9 ot\u00e1zky a ob\u010das zp\u011btn\u011b analyzuje hovory\/emaile\/\u010daty s nov\u00e1\u010dky. V t\u00e9to situaci je pravd\u011bpodobnost, \u017ee nov\u00e1\u010dek ud\u011bl\u00e1 chybu, vy\u0161\u0161\u00ed.\n<\/li>\n<li>Varianta \"aspo\u0148 n\u011bco\". Stejn\u011b jako ve dvou p\u0159edchoz\u00edch p\u0159\u00edpadech m\u00e1te vytvo\u0159enou datab\u00e1zi znalost\u00ed, kter\u00e1 obsahuje typick\u00e9 p\u0159\u00edpady a probl\u00e9my (nebo je alespo\u0148 p\u0159\u00edstup k star\u00fdm tiket\u016fm) a nov\u00fd zam\u011bstnanec se p\u00e1r t\u00fddn\u016f samostatn\u011b zab\u00fdv\u00e1 situacemi, a pak skl\u00e1d\u00e1 n\u011bco jako zkou\u0161ku. Samoz\u0159ejm\u011b, v hlav\u011b n\u011bco z\u016fstane, ale efekt to p\u0159ipom\u00edn\u00e1 p\u0159e\u010dten\u00ed knihy od Stroustrupa bez po\u010d\u00edta\u010de a IDE p\u0159ed sebou a se zkou\u0161kou na pap\u00ed\u0159e. Tak\u017ee nov\u00e1\u010dek vid\u00ed p\u0159eklada\u010d a vyd\u011bs\u00ed se ho. Tak a tady - telefonn\u00ed sluch\u00e1tka nebo e-mail uvedou nov\u00e9ho oper\u00e1tora do \u00fazk\u00fdch.\u00a0\n<\/li>\n<\/ol>\n<p>\nJak skv\u011bl\u00e1 spole\u010dnost by nebyla, technick\u00e1 podpora v\u017edy z\u016fstane odd\u011blen\u00edm s nejvy\u0161\u0161\u00ed fluktuac\u00ed zam\u011bstnanc\u016f. Proto je d\u016fle\u017eit\u00e9, aby v\u00fdb\u011br a \u0161kolen\u00ed bylo od za\u010d\u00e1tku nastaveno na profesion\u00e1ln\u00ed kolej, jinak to bude jen hor\u0161\u00ed a hor\u0161\u00ed.<\/p>\n<p><img decoding=\"async\" alt=\"Pro\u010d pot\u0159ebujete podporu, kter\u00e1 nepodporuje?\" src=\"\/wp-content\/uploads\/2019\/10\/f1899c2ac34895eac8717cb16280abb4.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<\/p>\n<h3>Nekone\u010dn\u00e9 a nudn\u00e9 skripty<\/h3>\n<p>\nTot\u00e1ln\u00ed \"skriptov\u00e1n\u00ed\" je dal\u0161\u00edm probl\u00e9mem technick\u00e9 podpory a obecn\u011b jak\u00e9koliv slu\u017eby z\u00e1kaznick\u00e9ho servisu. \u0158e\u010d specialist\u016f je n\u011bkdy tak za\u0161modrchan\u00e1, \u017ee i n\u00e1m, IT odborn\u00edk\u016fm, vzbuzuje podez\u0159en\u00ed, \u017ee na druh\u00e9 stran\u011b je robot s nedokon\u010denou inteligenc\u00ed. Samoz\u0159ejm\u011b, ur\u010dit\u00e9 pokyny pro r\u016fzn\u00e9 situace jsou nezbytn\u00e9, ale komunikace by m\u011bla prob\u00edhat v lidsk\u00e9m jazyce. Porovnejte dv\u011b dialogy.<\/p>\n<h3>1.<\/h3>\n<p>\n<i>\u2014 Dobr\u00fd den. V\u00edtejte u podpory Astroslu\u017eby Technologick\u00e9 Skupiny Elseli Company. Jsme r\u00e1di, \u017ee se na n\u00e1s obrac\u00edte. Jak\u00fd m\u00e1te probl\u00e9m?<br \/>\n\u2014 Dobr\u00fd den. Nemohu se p\u0159ihl\u00e1sit do administrace na va\u0161em webu, abych dokon\u010dil n\u00e1kup. P\u00ed\u0161e to, \u017ee u\u017eivatelsk\u00e9 jm\u00e9no neexistuje.<br \/>\n\u2014 Jsme velmi r\u00e1di, \u017ee se na n\u00e1s obrac\u00edte, a jsme p\u0159ipraveni odpov\u011bd\u011bt na va\u0161e ot\u00e1zky. Odpov\u011bzte pros\u00edm na ot\u00e1zku, kdy jste se registrovali na na\u0161em webu?<br \/>\n\u2014 P\u0159ed t\u0159emi lety. V\u010dera to fungovalo norm\u00e1ln\u011b.<br \/>\n\u2014 D\u011bkuji za podrobnou odpov\u011b\u010f. Jak\u00e9 m\u00e1te u\u017eivatelsk\u00e9 jm\u00e9no?<br \/>\n\u2014 hellboy.<br \/>\n\u2014 D\u011bkuji za podrobnou odpov\u011b\u010f.<\/p>\n<h3>2.<\/h3>\n<p>\n\u2014 Dobr\u00e9 odpoledne, spole\u010dnosti Astroslu\u017eba, jmenuji se Vasily. Jak v\u00e1m mohu pomoci?<br \/>\n\u2014 Dobr\u00fd den. Nemohu se p\u0159ihl\u00e1sit do administrace na va\u0161em webu, abych dokon\u010dil n\u00e1kup. P\u00ed\u0161e to, \u017ee u\u017eivatelsk\u00e9 jm\u00e9no neexistuje.<br \/>\n\u2014 Kdy jste se registrovali na na\u0161em webu? Je to u\u017e dlouho, co m\u00e1te tento probl\u00e9m?<br \/>\n\u2014 P\u0159ed t\u0159emi lety. V\u010dera to fungovalo norm\u00e1ln\u011b.\u00a0<br \/>\n\u2014 Jak\u00e9 m\u00e1te u\u017eivatelsk\u00e9 jm\u00e9no?<br \/>\n\u2014 hellboy.<br \/>\n\u2014 Dob\u0159e, te\u010f se na to pod\u00edv\u00e1me. Kontroluji va\u0161e u\u017eivatelsk\u00e9 jm\u00e9no, hmm, m\u00e1te expirovan\u00e9\u2026<\/i><\/p>\n<p>V\u00edce konkr\u00e9tnosti, m\u00e9n\u011b roz\u010dilov\u00e1n\u00ed a slov, po kter\u00fdch se t\u00e9ma konverzace u\u017e rozpl\u00fdv\u00e1. Mimochodem, to plat\u00ed i pro prodeje.<\/p>\n<p>P\u0159esm\u011brov\u00e1n\u00ed k specialist\u016fm je n\u011bkdy nutn\u00e9 a dokonce spr\u00e1vn\u00e9 opat\u0159en\u00ed \u2013 je lep\u0161\u00ed po\u010dkat minutu na odpov\u011b\u010f specialisty, ne\u017e se sna\u017eit n\u011bco z\u00edskat od prvn\u00ed linie. Ale kdy\u017e \u0159et\u011bzec m\u00e1 n\u011bkolik spojen\u00ed, z nich\u017e ka\u017ed\u00e9 mus\u00ed znovu zopakovat v\u0161echny informace o probl\u00e9mu, chce se v\u00e1m p\u0159estat komunikovat a j\u00edt na Google. A pokud jde o urgentn\u00ed dotazy v bance nebo t\u0159eba v klinice, takov\u00e9 p\u0159esm\u011brov\u00e1n\u00ed s vysv\u011btlen\u00edm je opodstatn\u011bn\u00e9, ale v p\u0159\u00edpad\u011b p\u00edsemn\u00e9ho \u0159e\u0161en\u00ed ot\u00e1zky v e-mailu, chatu nebo messengeru je to minim\u00e1ln\u011b nevhodn\u00e9.<\/p>\n<p>Informaci o probl\u00e9mu z\u00e1kazn\u00edka je t\u0159eba rychle a p\u0159esn\u011b zaznamenat a uchovat, aby ji bylo mo\u017en\u00e9 p\u0159edat zpracovateli, ani\u017e by z\u00e1kazn\u00edk musel podvac\u00e1t\u00e9 vypr\u00e1v\u011bt, jak jeho podlahov\u00e9 topen\u00ed ud\u011blalo \u201ep\u0161\u0161\u0161, pak kr\u00e1k kr\u00e1k, pak trrrr a bouchlo to, jako by ko\u010dka vykopla roh a spletla ho s toaletu\u201c. To lze prov\u00e1d\u011bt jak\u00fdmkoli zp\u016fsobem, nap\u0159\u00edklad v samostatn\u00e9m chatu, jako pozn\u00e1mku k z\u00e1znamu v CRM syst\u00e9mu nebo p\u0159\u00edmo v tiketu v helpdesku. Takto je to realizov\u00e1no v <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>cloudov\u00e9m helpdesku ZEDLine Support:<\/b><\/a><\/noindex> existuje popis \u00fakolu od z\u00e1kazn\u00edka, oper\u00e1tor m\u016f\u017ee up\u0159esnit informace, \u017e\u00e1dat o screenshoty a soubory a pot\u00e9 jednodu\u0161e delegovat \u00fakol kolegovi, kter\u00fd se v t\u00e9to oblasti vyzn\u00e1. Z\u00e1kazn\u00edk na klientsk\u00e9m port\u00e1lu p\u0159itom uvid\u00ed, kdo a v jak\u00e9 f\u00e1zi se jeho \u00fakolu v\u011bnuje. A od verze <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Support 2.2<\/b><\/a><\/noindex>, kter\u00e1 je ji\u017e k dispozici, se v syst\u00e9mu objevily intern\u00ed zpr\u00e1vy \u2014 oper\u00e1to\u0159i mohou mezi sebou projedn\u00e1vat \u00fakol, zat\u00edmco z\u00e1kazn\u00edk neuvid\u00ed ty koment\u00e1\u0159e, kter\u00e9 by vid\u011bt nem\u011bl.<\/p>\n<p><img decoding=\"async\" alt=\"Pro\u010d pot\u0159ebujete podporu, kter\u00e1 nepodporuje?\" src=\"\/wp-content\/uploads\/2019\/10\/37fdb15c7c127c18a826a024f4826c06.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Intern\u00ed zpr\u00e1va je v rozhran\u00ed ozna\u010dena speci\u00e1ln\u00edm symbolem. Z\u00e1kazn\u00edk ji nevid\u00ed.<\/i><\/p>\n<h3>Podpora, kter\u00e1 prod\u00e1v\u00e1, a ne pouze podporuje<\/h3>\n<p>\nProdeje v technick\u00e9 podpo\u0159e nebo infolince jsou dal\u0161\u00ed str\u00e1nkou sil temnoty ve va\u0161\u00ed podpo\u0159e. V\u00edme, \u017ee v podpo\u0159e mnoha spole\u010dnost\u00ed, v\u010detn\u011b oper\u00e1tor\u016f, je oper\u00e1tor povinen nab\u00edzet dal\u0161\u00ed slu\u017eby a m\u00e1 pl\u00e1n prodeje, kter\u00fd p\u0159\u00edmo ovliv\u0148uje v\u00fd\u0161i pr\u00e9mie. A to je hrozn\u00e9, proto\u017ee to ub\u00edr\u00e1 \u010das, vytv\u00e1\u0159\u00ed dojem vnucov\u00e1n\u00ed a neust\u00e1l\u00e9ho pokusu vyd\u011blat na z\u00e1kazn\u00edkovi. V\u00fdsledkem je sn\u00ed\u017een\u00ed hodnocen\u00ed pr\u00e1ce oper\u00e1tora a v\u00fdrazn\u00fd pokles loajality. Sakra, jsem nerv\u00f3zn\u00ed, nem\u00e1m p\u0159ipojen\u00ed k mobiln\u00edmu internetu p\u0159itom m\u00e1m zaplacen\u00fd bal\u00ed\u010dek, za 10 minut za\u010d\u00edn\u00e1 moje prezentace na konferenci, a mn\u011b \u0159\u00edkaj\u00ed: \u201eM\u00e1me pro v\u00e1s dobr\u00e9 zpr\u00e1vy: m\u016f\u017eete si aktivovat bal\u00ed\u010dek internetu na 5 GB za pouh\u00fdch 150 korun. Chcete si to aktivovat hned?\u201c Ale sakra, vy\u0159e\u0161 muj probl\u00e9m okam\u017eit\u011b, a prodejci a\u0165 zavolaj\u00ed samostatn\u011b. Krom\u011b toho \u010dasto nab\u00eddka slu\u017eeb je zcela bezmy\u0161lenkovit\u00e1: ten sam\u00fd bal\u00ed\u010dek za 150 je nab\u00edzen tomu, kdo m\u00e1 neomezen\u00fd tarif a objem spot\u0159ebovan\u00e9ho mobiln\u00edho datov\u00e9ho provozu za m\u011bs\u00edc p\u0159esahuje 30 GB.\u00a0<\/p>\n<p>Existuje jedna rada: \u0159ekn\u011bte \"ne\" prodeji na z\u00e1kaznick\u00e9 podpo\u0159e, pokud se zab\u00fdv\u00e1te operativn\u00ed pomoc\u00ed: spojen\u00ed, za\u0159\u00edzen\u00ed, podpora B2B \u0159e\u0161en\u00ed (hostingy, CMS, CRM atd.). A sna\u017ete se prodeje za\u010dlenit organicky, pokud se zab\u00fdv\u00e1te neoperativn\u00edm servisem. Nap\u0159\u00edklad p\u0159i dotazu v parfumerii na dostupnost zbo\u017e\u00ed nebo otev\u00edrac\u00ed dobu je zcela p\u0159ijateln\u00e9 zm\u00ednit novinku t\u00e9\u017ee zna\u010dky nebo dodat: \"Pracujeme od 10 do 22, p\u0159ij\u010fte, \u010dekaj\u00ed na v\u00e1s slevy a\u017e 70 % a 2 za cenu 1 na ve\u0161kerou p\u00e9\u010di.\"\u00a0<\/p>\n<h3>IVR: p\u0159\u00edtel nebo nep\u0159\u00edtel?<\/h3>\n<p>\nDal\u0161\u00ed blok probl\u00e9m\u016f zahrnuje mocn\u00fd n\u00e1stroj, kter\u00fd se m\u016f\u017ee st\u00e1t efektivn\u00edm strojem na \u0159\u00edzen\u00ed z\u00e1kazn\u00edk\u016f, nebo m\u016f\u017ee zma\u0159it v\u0161echny z\u00e1m\u011bry va\u0161eho servisu. Hovo\u0159\u00edme o IVR (a mimochodem i o jeho n\u00e1stupc\u00edch \u2013 chatbotech). IVR je skv\u011bl\u00fd n\u00e1stroj pro sn\u00ed\u017een\u00ed z\u00e1t\u011b\u017ee na z\u00e1kaznickou podporu: m\u016f\u017eete \u201ezabavit z\u00e1kazn\u00edka\u201c a\u017e do odpov\u011bdi oper\u00e1tora a rovnou ho p\u0159esm\u011brovat ke spr\u00e1vn\u00e9mu specialistovi. Op\u011bt, IVR by m\u011bl b\u00fdt sm\u011brova\u010dem, nikoli n\u00e1strojem prodeje v uveden\u00fdch oblastech. IVR \u0161et\u0159\u00ed \u010das jak z\u00e1kazn\u00edka, tak oper\u00e1tora t\u00edm, \u017ee identifikuje probl\u00e9m a hodnot\u00ed prioritu dotazu.<\/p>\n<p>Mimochodem, skv\u011bl\u00e1 p\u0159edstava je nab\u00eddnout z\u00e1kazn\u00edkovi zp\u011btn\u00e9 zavol\u00e1n\u00ed, pokud se mu nechce poslouchat hlasov\u00e9 menu nebo komunikovat s chatbotem. \u201ePokud nem\u00e1te \u010das \u010dekat na odpov\u011b\u010f oper\u00e1tora, polo\u017ete telefon a my v\u00e1m zavol\u00e1me zp\u011bt b\u011bhem 5 minut.\u201c\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Pro\u010d pot\u0159ebujete podporu, kter\u00e1 nepodporuje?\" src=\"\/wp-content\/uploads\/2019\/10\/f27fdfa6ec07e9f615c34e88aea676e0.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<\/p>\n<h3>Neznalost produktu<\/h3>\n<p>\nExistuje takov\u00fd vtip: \"\u0158editel obchodu \u0159\u00edk\u00e1 prodava\u010d\u016fm: \u2013 Omlouv\u00e1m se, ale m\u00e1m pocit, \u017ee fr\u00e1ze \u201av\u0161echno mo\u017en\u00e9\u2018 zcela neodr\u00e1\u017e\u00ed cel\u00fd n\u00e1\u0161 sortiment.\" A to se docela hod\u00ed k popisu pr\u00e1ce z\u00e1kaznick\u00e9 podpory, jej\u00ed\u017e zam\u011bstnanci mohou m\u00edt p\u0159ed o\u010dima des\u00edtky tah\u00e1k\u016f, ale p\u0159itom zcela neznaj\u00ed produkt nebo slu\u017ebu spole\u010dnosti, nemluv\u011b o tom, \u017ee by je dok\u00e1zali srovnat s o\u010dek\u00e1v\u00e1n\u00edmi z\u00e1kazn\u00edk\u016f. Zku\u0161enost ukazuje, \u017ee neexistuje v\u00edce zklaman\u00fd z\u00e1kazn\u00edk ne\u017e ten, kdo v\u00ed o produktu nebo slu\u017eb\u011b va\u0161\u00ed spole\u010dnosti v\u00edc ne\u017e osoba, kter\u00e1 se sna\u017e\u00ed pomoci na druh\u00e9m konci chatu, telefonu, e-mailu.\u00a0<\/p>\n<p>Jednoduch\u00e1 rada: ka\u017ed\u00fd pracovn\u00edk podpory by m\u011bl b\u00fdt obezn\u00e1men se v\u0161emi funkcemi produkt\u016f nebo slu\u017eeb spole\u010dnosti, stejn\u011b jako s nejlep\u0161\u00edmi kombinacemi produkt\u016f a slu\u017eeb pro ka\u017ed\u00fd typ klienta. Jen tak neodpov\u00edte pouze na ot\u00e1zku klienta, ale odpov\u00edte v jeho hodnotov\u00e9m syst\u00e9mu, rozum\u011bj\u00edc, jak a pro\u010d tento produkt pou\u017e\u00edv\u00e1. To je ide\u00e1ln\u00ed a m\u00e1lokdy splniteln\u00e1 varianta, proto\u017ee v technick\u00e9 podpo\u0159e by m\u011bli pracovat odborn\u00edci, ale \u00fasil\u00ed o tento c\u00edl m\u016f\u017ee zv\u00fd\u0161it \u00farove\u0148 kvality slu\u017eeb. Jak se \u0159\u00edk\u00e1, spokojen\u00fd klient se postupn\u011b m\u011bn\u00ed v na\u0161eho agenta a za\u010d\u00edn\u00e1 p\u0159itahovat nov\u00e9 klienty. Proto je gramotn\u00e1 pr\u00e1ce technick\u00e9 podpory bojem o loajalitu, kter\u00fd nep\u0159\u00edmo ovliv\u0148uje zv\u00fd\u0161en\u00ed prodeje, ani\u017e by se cokoliv prod\u00e1valo.<\/p>\n<p><b class=\"spoiler_title\">Jak to funguje<\/b><i>Nap\u0159\u00edklad prod\u00e1v\u00e1te IT outsourcingov\u00e9 slu\u017eby. M\u00e1te klienta, jeho\u017e v\u0161echny operace sm\u011b\u0159uj\u00ed k prodeji a jeho pracovn\u00edci se nezvedaj\u00ed od telefonov\u00e1n\u00ed a CRM, a m\u00e1te klienta, kter\u00fd prod\u00e1v\u00e1 produkt pomoc\u00ed marketingu, a jeho prodejci jsou sp\u00ed\u0161e pasivn\u00ed. Oba maj\u00ed stejnou infrastrukturu: CRM, 1C, webovou str\u00e1nku, po 12 pracovn\u00edch stanic\u00edch. A te\u010f nast\u00e1v\u00e1 katastrofa \u2013 u klient\u016f pad\u00e1 s\u00ed\u0165 a pot\u0159ebujete poskytnout prvn\u00ed odpov\u011b\u010f, abyste mohli prov\u00e9st jakousi anal\u00fdzu na d\u00e1lku a rozhodnout o v\u00fdjezdu. Je pot\u0159eba pochopit, \u017ee v obou kancel\u00e1\u0159\u00edch panuje panika.\u00a0<\/p>\n<p>Standardn\u00ed reakce: \u201eZjist\u00edme to. Te\u010f se pod\u00edv\u00e1me na d\u00e1lku a pokud bude pot\u0159eba, p\u0159ijedeme.\u201c \/\/ Bez osobn\u00ed \u00fa\u010dasti, bez vykonavatele, s nejasn\u00fdm za\u010d\u00e1tkem prac\u00ed a pr\u016fb\u011bhem procesu.<\/p>\n<p>Dobr\u00e1 reakce od spole\u010dnosti 1: \u201ePochopil jsem v\u00e1\u0161 probl\u00e9m. V\u00edm, jak d\u016fle\u017eit\u00e9 je neust\u00e1le telefonovat a pracovat v CRM. Vasilij u\u017e za\u010dal pracovat na probl\u00e9mu. Pokrok prac\u00ed m\u016f\u017eete sledovat v tiketu.\u201c \/\/ Bolest klienta byla p\u0159ijata, je uvedeno jm\u00e9no vykonavatele a mana\u017eera, viditeln\u00e1 nal\u00e9havost, jasn\u011b v\u00edte, kde sledovat pr\u016fb\u011bh.<\/p>\n<p>Dobr\u00e1 reakce od spole\u010dnosti 2: \u201ePochopil jsem v\u00e1\u0161 probl\u00e9m. Dejte mi v\u011bd\u011bt, pokud prob\u011bhly n\u011bjak\u00e9 rozes\u00edlky, zda je pot\u0159eba n\u011bco obnovit. \u00dakol byl p\u0159id\u011blen Vasilijovi. Pokrok prac\u00ed m\u016f\u017eete sledovat v tiketu.\u201c \/\/ Bolest klienta byla p\u0159ijata, projevila se p\u00e9\u010de, je zde jm\u00e9no vykonavatele. Nicm\u00e9n\u011b term\u00edn nen\u00ed stanoven, proto\u017ee klientova nal\u00e9havost je ni\u017e\u0161\u00ed ne\u017e u 1.\u00a0<\/p>\n<p>To je pr\u00e1v\u011b to, co d\u011bl\u00e1 helpdesk pohodln\u00fdm <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Support 2.2<\/a><\/noindex>, v rozhran\u00ed, ve kter\u00e9m klient vid\u00ed pr\u016fb\u011bh prac\u00ed, odpov\u011bdn\u00e9 osoby, koment\u00e1\u0159e a dal\u0161\u00ed \u2013 pln\u00fd pocit kontroly nad po\u017eadavkem a mnohem klidn\u011bj\u0161\u00ed chov\u00e1n\u00ed klient\u016f, kte\u0159\u00ed nebudou obt\u011b\u017eovat telefon\u00e1ty a e-maily s ot\u00e1zkami \u201eTak co, kdy?\u201c\u00a0<\/i><\/p>\n<p>Je t\u0159eba zm\u00ednit tak\u00e9 nepozornost, kter\u00e1 m\u016f\u017ee vytv\u00e1\u0159et dojem neznalosti produktu. Nepozornost je zvl\u00e1\u0161tn\u00ed kategori\u00ed chyb technick\u00e9 podpory. M\u016f\u017ee b\u00fdt zp\u016fsobena jak nedostatkem znalost\u00ed, tak \u00fanavou, proto\u017ee pr\u00e1ce v z\u00e1kaznick\u00e9 podpo\u0159e je t\u00e9m\u011b\u0159 v\u017edy intenzivn\u00ed z\u00e1t\u011b\u017e, n\u011bkdy s fyziologicky nep\u0159\u00edjemn\u00fdm rozvrhem. Proto \u010dasto telefonn\u00ed podpora plete jm\u00e9no, produkt nebo samotn\u00fd dotaz. Situaci zhor\u0161uje to, \u017ee pracovn\u00edk si chybu uv\u011bdomuje, ale p\u0159esto neup\u0159es\u0148uje ot\u00e1zku nebo odpov\u00edd\u00e1 na n\u011bco jin\u00e9ho, ne\u017e co bylo polo\u017eeno. Samoz\u0159ejm\u011b, to nevyhnuteln\u011b povede k probl\u00e9m\u016fm s klientem, proto\u017ee z\u016fstane nespokojen s obsluhou.\u00a0<\/p>\n<h2>Existuje \u0159e\u0161en\u00ed probl\u00e9m\u016f?<\/h2>\n<p>\nNegramotn\u00e1 automatizace servisn\u00ed slu\u017eby vede k probl\u00e9m\u016fm se slu\u017ebou, co\u017e m\u016f\u017ee v podstat\u011b u\u010dinit va\u0161e klienty klienty va\u0161ich konkurent\u016f. Ka\u017ed\u00fd kontakt s technickou podporou (nebo jednodu\u0161e podporou) je sv\u00fdm zp\u016fsobem varov\u00e1n\u00edm od u\u017eivatele, na kter\u00e9 je t\u0159eba p\u0159esn\u011b, rychle a kompetentn\u011b reagovat. Pokud nezareagujete, bude dotaz publikov\u00e1n na soci\u00e1ln\u00edch s\u00edt\u00edch, na hodnot\u00edc\u00edch port\u00e1lech a na dal\u0161\u00edch m\u00edstech, kde se budete muset poprat o reputaci a dok\u00e1zat, \u017ee nejste velbloud.\u00a0<\/p>\n<p>Nespokojen\u00ed klienti maj\u00ed je\u0161t\u011b jeden nep\u0159\u00edjemn\u00fd vedlej\u0161\u00ed efekt: neust\u00e1le nespokojen\u00ed klienti mohou v\u00e9st k odchodu jak\u00fdchkoli zam\u011bstnanc\u016f, v\u010detn\u011b in\u017een\u00fdr\u016f, v\u00fdvoj\u00e1\u0159\u016f, tester\u016f atd. A to znamen\u00e1 nov\u00e9 n\u00e1klady na n\u00e1bor a nov\u00e9 pen\u00edze. Proto je t\u0159eba ud\u011blat v\u0161e pro to, aby byla pr\u00e1ce z\u00e1kaznick\u00e9 podpory opravdu prvot\u0159\u00eddn\u00ed \u2013 i kdy\u017e je to skupina nezku\u0161en\u00fdch student\u016f.\u00a0<\/p>\n<p><b>Vypracujte p\u0159\u00edru\u010dku pro obsluhu z\u00e1kazn\u00edk\u016f.<\/b> Toto rozhodn\u011b nen\u00ed dal\u0161\u00ed form\u00e1ln\u00ed regulace; m\u011blo by to b\u00fdt \u00fapln\u00e9, srozumiteln\u00e9, lidsk\u00fdm jazykem napsan\u00e9 dokument, kter\u00fd vyjad\u0159uje z\u00e1kladn\u00ed povinnosti zam\u011bstnanc\u016f, sekund\u00e1rn\u00ed povinnosti zam\u011bstnanc\u016f (oblasti, kde mohou p\u0159evz\u00edt odpov\u011bdnost), trasy komunikace v r\u00e1mci spole\u010dnosti, postupy \u0159e\u0161en\u00ed, popis pou\u017e\u00edvan\u00e9ho softwaru, nej\u010dast\u011bj\u0161\u00ed p\u0159\u00edpady \u017e\u00e1dost\u00ed, komunika\u010dn\u00ed styl atd. (\u00fapln\u00e1 sada z\u00e1vis\u00ed na podnik\u00e1n\u00ed).\u00a0<\/p>\n<p><b>Vyberte technologii pro organizaci z\u00e1kaznick\u00e9 podpory. <\/b>Nen\u00ed t\u0159eba se zaob\u00edrat a vytv\u00e1\u0159et slo\u017eit\u00e9 syst\u00e9my na b\u00e1zi Jira, CRM nebo ITSM syst\u00e9m\u016f, zave\u010fte pro support\u00e9ry samostatn\u00fd software, se kter\u00fdm se jim bude pohodln\u011b pracovat (do pojmu pohodl\u00ed zde pat\u0159\u00ed rychlost, jednoduchost a intuitivn\u00ed ovl\u00e1d\u00e1n\u00ed na \u00farovni \u201esedni si a za 5 minut pracuje\u0161\u201c). Jak\u00e9 jsou v\u00fdhody pou\u017e\u00edv\u00e1n\u00ed takov\u00e9 aplikace?<\/p>\n<ul>\n<li>Klient m\u016f\u017ee kontrolovat proces, kter\u00fd se vztahuje k jeho \u017e\u00e1dosti: p\u0159ihl\u00e1sit se do sv\u00e9ho \u00fa\u010dtu a vid\u011bt stav \u00fakolu, vykonavatele, \u017e\u00e1dosti, koment\u00e1\u0159e a voliteln\u011b \u2014 n\u00e1klady na pr\u00e1ce, pokud jsou zpoplatn\u011bn\u00e9. To \u0161et\u0159\u00ed \u010das a umo\u017e\u0148uje klientovi uklidnit se.\n<\/li>\n<\/ul>\n<p>\n<img decoding=\"async\" alt=\"Pro\u010d pot\u0159ebujete podporu, kter\u00e1 nepodporuje?\" src=\"\/wp-content\/uploads\/2019\/10\/af7f7460dd48dd51784d167b407883df.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Takto m\u016f\u017ee vypadat \u017e\u00e1dost s nastaven\u00fdm dotazn\u00edkem \u2014 v\u0161echny informace jsou uvedeny v pot\u0159ebn\u00fdch pol\u00edch, v\u010detn\u011b povinn\u00fdch pro vypln\u011bn\u00ed. Rozhran\u00ed <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Podpora<\/a><\/noindex><br \/>\n<img decoding=\"async\" alt=\"Pro\u010d pot\u0159ebujete podporu, kter\u00e1 nepodporuje?\" src=\"\/wp-content\/uploads\/2019\/10\/4b25927472b28c92cd14fe0faeac486e.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nViditeln\u00e9 a skryt\u00e9 z\u00e1znamy pro klienta (kter\u00fd vytvo\u0159il \u017e\u00e1dost). Rozhran\u00ed <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Podpora<\/a><\/noindex><\/i><\/p>\n<ul>\n<li>Helpdesk syst\u00e9m \u2014 to je syst\u00e9m, se kter\u00fdm nen\u00ed pot\u0159eba mluvit, a v tom jsou v\u00fdznamn\u00e9 v\u00fdhody: m\u016f\u017eete podrobn\u011b a spr\u00e1vn\u011b popsat probl\u00e9m, ani\u017e byste se zm\u00e1tli a sp\u011bchali; s\u00e1m dotazn\u00edk probl\u00e9mu umo\u017e\u0148uje vzpomenout na v\u0161echny d\u016fle\u017eit\u00e9 detaily; m\u016f\u017eete \u0159e\u0161it probl\u00e9my tam, kde nen\u00ed pohodln\u00e9 mluvit atd.\n<\/li>\n<li>Ka\u017ed\u00fd zam\u011bstnanec vid\u00ed cel\u00fd rozsah pr\u00e1ce a na nic nezapom\u00edn\u00e1.\n<\/li>\n<li>Helpdesk syst\u00e9m d\u011bl\u00e1 komunikaci maxim\u00e1ln\u011b personalizovanou, co\u017e je v dne\u0161n\u00ed dob\u011b v\u00fdznamn\u00fd faktor nekontaktn\u00ed konkurence. Kdo je klientovi bl\u00edzk\u00fd, m\u00e1 tak\u00e9 v\u011bt\u0161\u00ed p\u0159\u00edjmy \ud83d\ude09\n<\/li>\n<\/ul>\n<p>\nTechnologie samotn\u00e1 nezaru\u010duje ide\u00e1ln\u00ed servis, ale v\u00fdrazn\u011b zvy\u0161uje rychlost a kvalitu pr\u00e1ce z\u00e1kaznick\u00e9 podpory\/slu\u017eby.<\/p>\n<p><b>M\u011b\u0159te! <\/b>Snad nejv\u011bt\u0161\u00ed chybou p\u0159i pr\u00e1ci se z\u00e1kaznickou podporou je nem\u011b\u0159it v\u00fdsledky jej\u00edho v\u00fdkonu. Je to jedno z nejv\u00edce m\u011b\u0159iteln\u00fdch odd\u011blen\u00ed s transparentn\u00edmi metrikami: po\u010det tiket\u016f, n\u00e1klady na pr\u00e1ci na tiketech, spokojenost klient\u016f a dal\u0161\u00ed. M\u011b\u0159en\u00ed ukazatel\u016f poskytuje p\u0159\u00edle\u017eitost zhodnotit pr\u00e1ci, odm\u011bnit, zav\u00e9st syst\u00e9m materi\u00e1ln\u00ed a nemateri\u00e1ln\u00ed motivace, a t\u00edm zajistit dlouhodob\u00e9 vztahy se servisn\u00edmi in\u017een\u00fdry a pracovn\u00edky podpory. Pr\u00e1v\u011b proto jsme zavedli syst\u00e9m \u010dasov\u00e9ho sledov\u00e1n\u00ed do na\u0161eho helpdesku. <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Podpora<\/a><\/noindex>.<\/p>\n<p><b class=\"spoiler_title\">Jak to d\u011bl\u00e1me my<\/b>V <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Podpora<\/a><\/noindex> m\u00e1te mo\u017enost sledovat pracovn\u00ed n\u00e1klady va\u0161ich oper\u00e1tor\u016f a dal\u0161\u00edch specialist\u016f, a tak\u00e9 je monetizovat pomoc\u00ed klasifik\u00e1toru kategori\u00ed pr\u00e1ce (cen\u00edku slu\u017eeb). Syst\u00e9m umo\u017e\u0148uje sledovat jak placen\u00e9, tak bezplatn\u00e9 pr\u00e1ce, a to jak po finan\u010dn\u00ed, tak po hodinov\u00e9 str\u00e1nce.<\/p>\n<p>S pomoc\u00ed zpr\u00e1vy o pracovn\u00edch n\u00e1kladech se po uplynut\u00ed vykazovan\u00e9ho obdob\u00ed (t\u00fdden, m\u011bs\u00edc, ...) shrom\u00e1\u017ed\u00ed souhrnn\u00e9 \u00fadaje o pracovn\u00edch n\u00e1kladech, na jejich\u017e z\u00e1klad\u011b lze vystavit faktury a prov\u00e9st anal\u00fdzu podle klient\u016f, oper\u00e1tor\u016f a \u010dasov\u00fdch obdob\u00ed.<\/p>\n<p><img decoding=\"async\" alt=\"Pro\u010d pot\u0159ebujete podporu, kter\u00e1 nepodporuje?\" src=\"\/wp-content\/uploads\/2019\/10\/384452246998ea11355ed9b5a4e7949f.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Panel pro zaznamen\u00e1v\u00e1n\u00ed objemu pracovn\u00edch n\u00e1klad\u016f v ZEDLine Support<\/i><\/p>\n<p>Ale samoz\u0159ejm\u011b nen\u00ed nic hor\u0161\u00edho, ne\u017e kdy\u017e spole\u010dnost nem\u00e1 \u017e\u00e1dnou technickou nebo servisn\u00ed podporu. Mnoho firem m\u00e1 rigidn\u00ed, byrokratick\u00fd syst\u00e9m obsluhy z\u00e1kazn\u00edk\u016f, v\u011bnuje m\u00e1lo pozornosti servisu a p\u00e9\u010di. Nav\u00edc i servisn\u00ed spole\u010dnosti se \u00fasp\u011b\u0161n\u011b sna\u017e\u00ed udr\u017eovat klienty na extr\u00e9mn\u011b n\u00edzk\u00e9 \u00farovni: se zapomenut\u00fdmi \u00fakoly, nezvl\u00e1dnut\u00fdm \u010dasem a ztracen\u00fdmi po\u017eadavky. P\u0159\u00e1tel\u00e9, rok 2020 se bl\u00ed\u017e\u00ed, va\u0161i klienti jsou p\u0159esyceni marketingem a prodejem, obt\u00ed\u017en\u011b je p\u0159ekvap\u00edte a p\u0159il\u00e1k\u00e1te, ale nejt\u011b\u017e\u0161\u00ed a nejdra\u017e\u0161\u00ed je je udr\u017eet. Z\u00e1kaznick\u00e1 podpora, support, asistence, jak se nev\u00edm naz\u00fdv\u00e1, to je nov\u00fd stupe\u0148 pevnosti spole\u010dnosti v jej\u00edm \u00fasil\u00ed o udr\u017een\u00ed loajality klient\u016f. Tak se poj\u010fme v\u011bnovat podpo\u0159e, automatizovat a zjednodu\u0161it jejich pr\u00e1ci, aby byli klienti spokojen\u00ed a v\u011brn\u00ed a v\u00e1\u0161 byznys se sna\u017eil dos\u00e1hnout nov\u00fdch vrchol\u016f!<br \/>\n<br \/>Zdroj: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/469655\/\">habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u041a\u043e\u043c\u043f\u0430\u043d\u0438\u0438 \u0430\u043d\u043e\u043d\u0441\u0438\u0440\u0443\u044e\u0442 \u0438\u0441\u043a\u0443\u0441\u0441\u0442\u0432\u0435\u043d\u043d\u044b\u0439 \u0438\u043d\u0442\u0435\u043b\u043b\u0435\u043a\u0442 \u0432 \u0441\u0432\u043e\u0435\u0439 \u0430\u0432\u0442\u043e\u043c\u0430\u0442\u0438\u0437\u0430\u0446\u0438\u0438, \u0440\u0430\u0441\u0441\u043a\u0430\u0437\u044b\u0432\u0430\u044e\u0442 \u043e \u0442\u043e\u043c, \u043a\u0430\u043a \u043e\u043d\u0438 \u0432\u043d\u0435\u0434\u0440\u0438\u043b\u0438 \u043f\u0430\u0440\u0443 \u043a\u0440\u0443\u0442\u044b\u0445 \u0441\u0438\u0441\u0442\u0435\u043c \u043e\u0431\u0441\u043b\u0443\u0436\u0438\u0432\u0430\u043d\u0438\u044f \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432, \u043d\u043e, \u0437\u0432\u043e\u043d\u044f \u0432 \u0442\u0435\u0445\u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0443, \u043c\u044b \u043f\u0440\u043e\u0434\u043e\u043b\u0436\u0430\u0435\u043c \u0441\u0442\u0440\u0430\u0434\u0430\u0442\u044c \u0438 \u0441\u043b\u0443\u0448\u0430\u0442\u044c \u0441\u0442\u0440\u0430\u0434\u0430\u044e\u0449\u0438\u0435 \u0433\u043e\u043b\u043e\u0441\u0430 \u043e\u043f\u0435\u0440\u0430\u0442\u043e\u0440\u043e\u0432 \u0441 \u0432\u044b\u0441\u0442\u0440\u0430\u0434\u0430\u043d\u043d\u044b\u043c\u0438 \u0441\u043a\u0440\u0438\u043f\u0442\u0430\u043c\u0438. \u041f\u0440\u0438\u0447\u0451\u043c \u0432\u044b \u043d\u0430\u0432\u0435\u0440\u043d\u044f\u043a\u0430 \u0437\u0430\u043c\u0435\u0442\u0438\u043b\u0438, \u0447\u0442\u043e \u043c\u044b, \u0430\u0439\u0442\u0438\u0448\u043d\u0438\u043a\u0438, \u0433\u043e\u0440\u0430\u0437\u0434\u043e \u043e\u0441\u0442\u0440\u0435\u0435 \u0432\u043e\u0441\u043f\u0440\u0438\u043d\u0438\u043c\u0430\u0435\u043c \u0438 \u043e\u0446\u0435\u043d\u0438\u0432\u0430\u0435\u043c \u0440\u0430\u0431\u043e\u0442\u0443 \u043c\u043d\u043e\u0433\u043e\u0447\u0438\u0441\u043b\u0435\u043d\u043d\u044b\u0445 \u0441\u043b\u0443\u0436\u0431 \u043a\u043b\u0438\u0435\u043d\u0442\u0441\u043a\u043e\u0439 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u0441\u0435\u0440\u0432\u0438\u0441-\u0446\u0435\u043d\u0442\u0440\u043e\u0432, \u0418\u0422-\u0430\u0443\u0442\u0441\u043e\u0440\u0441\u0435\u0440\u043e\u0432, \u0430\u0432\u0442\u043e\u0441\u0435\u0440\u0432\u0438\u0441\u043e\u0432, \u0441\u043f\u0440\u0430\u0432\u043e\u0447\u043d\u044b\u0445 \u0441\u043b\u0443\u0436\u0431 [&hellip;]<\/p>\n","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"author":1,"featured_media":28949,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[688],"tags":[],"class_list":["post-38587","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-administrirovanie"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.3 - aioseo.com -->\n\t<meta name=\"description\" content=\"\u041a\u043e\u043c\u043f\u0430\u043d\u0438\u0438 \u0430\u043d\u043e\u043d\u0441\u0438\u0440\u0443\u044e\u0442 \u0438\u0441\u043a\u0443\u0441\u0441\u0442\u0432\u0435\u043d\u043d\u044b\u0439 \u0438\u043d\u0442\u0435\u043b\u043b\u0435\u043a\u0442 \u0432 \u0441\u0432\u043e\u0435\u0439 \u0430\u0432\u0442\u043e\u043c\u0430\u0442\u0438\u0437\u0430\u0446\u0438\u0438, \u0440\u0430\u0441\u0441\u043a\u0430\u0437\u044b\u0432\u0430\u044e\u0442 \u043e 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