{"id":36796,"date":"2019-10-31T22:13:50","date_gmt":"2019-10-31T19:13:50","guid":{"rendered":"https:\/\/prohoster.info\/blog\/tehpodderzhka-na-raz-dva-tri\/"},"modified":"2019-10-31T22:13:50","modified_gmt":"2019-10-31T19:13:50","slug":"tehpodderzhka-na-raz-dva-tri","status":"publish","type":"post","link":"https:\/\/prohoster.info\/ro\/blog\/administrirovanie\/tehpodderzhka-na-raz-dva-tri","title":{"rendered":"Asisten\u021b\u0103 tehnic\u0103 de la unu... doi... trei...","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>De ce ave\u021bi nevoie de un software special pentru asisten\u021ba tehnic\u0103, mai ales dac\u0103 ave\u021bi deja un sistem de tracking al erorilor, CRM \u0219i e-mail? Probabil c\u0103 nimeni nu s-a g\u00e2ndit la asta, deoarece este foarte probabil ca companiile cu asisten\u021b\u0103 tehnic\u0103 solid\u0103 s\u0103 aib\u0103 de mult un sistem helpdesk, iar celelalte se descurc\u0103 cu solicit\u0103rile \u0219i cererile clien\u021bilor \"la m\u00e2n\u0103\", de exemplu, prin e-mail. \u0218i aceasta este riscant: dac\u0103 exist\u0103 solicit\u0103ri ale clien\u021bilor, ele trebuie procesate \u0219i p\u0103strate astfel \u00eenc\u00e2t s\u0103 nu existe \"cererea a fost \u00eenchis\u0103 \u0219i uitat\u0103\", \"cererea uitat\u0103 \u0219i \u00eenchis\u0103\", \"cererea st\u0103 \u00een a\u0219teptarea clarific\u0103rii informa\u021biilor de 7 luni\", \"solicitarea a fost pierdut\u0103\", \"of, ne pare r\u0103u\" (varianta universal\u0103 pentru orice vulnerabilitate \u00een gestionarea unei solicit\u0103ri - aproape un excep\u021bie uman\u0103). Am fost o companie IT care a parcurs drumul de la nevoia de a avea un sistem de ticketing p\u00e2n\u0103 la produc\u021bia acestuia. \u00cen concluzie, avem o poveste \u0219i \u021bi-o vom povesti.<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/460008\/\"><img decoding=\"async\" alt=\"Asisten\u021b\u0103 tehnic\u0103 de la unu... doi... trei...\" src=\"\/wp-content\/uploads\/2019\/08\/538413b8bac8231dca6148b814094fc7.png\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><\/p>\n<h2>Cizmarul f\u0103r\u0103 cizme<\/h2>\n<p>\nDe 13 ani dezvolt\u0103m un sistem CRM care este, \u00een sensul cel mai propriu al cuv\u00e2ntului, \"totul pentru noi\": pe de o parte, este produsul nostru de baz\u0103, \u00een jurul c\u0103ruia se desf\u0103\u0219oar\u0103 tot restul software-ului, iar pe de alt\u0103 parte, avem peste 6000 de clien\u021bi... Aici merit\u0103 s\u0103 ne oprim cu enumerarea \u0219i s\u0103 con\u0219tientiz\u0103m c\u0103 pentru echipa noastr\u0103 nu foarte mare de suport \u0219i ingineri, 6000 de clien\u021bi, dintre care unii au probleme, \u00eentreb\u0103ri, solicit\u0103ri etc. - acesta este un tsunami. Ne-a salvat un sistem clar de reac\u021bie \u0219i propriul nostru CRM, \u00een care am gestionat solicit\u0103rile clien\u021bilor. Totu\u0219i, odat\u0103 cu lansarea versiunii RegionSoft CRM 7.0, am \u00eenceput s\u0103 primim sarcini de v\u00e2rf pentru angaja\u021bi \u0219i ne-am dorit o solu\u021bie dedicat\u0103, simpl\u0103, fiabil\u0103 ca un AK-47, astfel \u00eenc\u00e2t inginerii \u0219i managerii de rela\u021bii cu clien\u021bii s\u0103 nu se \u00eencurce unii altora \"pe picioare\" \u00een sistem, iar cardul clien\u021bilor s\u0103 nu creasc\u0103 \u00een ochii colegilor surprin\u0219i.\u00a0<\/p>\n<p>Am studiat pia\u021ba, analiz\u00e2nd ofertele locale \u0219i interna\u021bionale cu -desk \u0219i -support \u00een nume. A fost o analiz\u0103 interesant\u0103, din care am \u00eenv\u0103\u021bat dou\u0103 lucruri:<\/p>\n<ul>\n<li>nu exist\u0103 solu\u021bii simple \u00een principiu, peste tot sunt o mul\u021bime de accesorii, pe care noi deja le avem \u00een CRM, iar achizi\u021bionarea unei a doua CRM de la furnizorul CRM este cel pu\u021bin ciudat\u0103;\n<\/li>\n<li>Am descoperit, spre surprinderea noastr\u0103, empatia fa\u021b\u0103 de companiile non-IT: aproape toate software-urile de acest tip sunt concepute pentru IT, iar companiile mici din alte domenii trebuie fie s\u0103 pl\u0103teasc\u0103 \u00een plus pentru func\u021bionalit\u0103\u021bi de care nu au nevoie, fie s\u0103 aleag\u0103 dintr-o gam\u0103 foarte restr\u00e2ns\u0103 de software (nu sunt 100 \u0219i ceva CRM-uri pe pia\u021b\u0103!). De fapt, majoritatea clien\u021bilor no\u0219tri sunt exact a\u0219a!\n<\/li>\n<\/ul>\n<p>\nA venit vremea s\u0103 \u00eenchidem browserele \u0219i s\u0103 deschidem IDE-ul. A\u0219a cum se \u00eent\u00e2mpl\u0103 adesea \u00een IT, dac\u0103 vrei un software convenabil, f\u0103-l singur. Noi am realizat un aplica\u021bie cloud, simpl\u0103 \u0219i convenabil\u0103, care se lanseaz\u0103 \u00een orice browser \u00een 5 minute, se \u00eenva\u021b\u0103 \u00een 30 de minute de c\u0103tre oricine, fie inginer, fie v\u00e2nz\u0103tor, fie angajat al unui call-center - oricine poate lucra cu un browser. A\u0219a am dezvoltat <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Support<\/b><\/a><\/noindex>.\u00a0<\/p>\n<p>Lansarea tehnic\u0103 a avut loc cu o lun\u0103 mai devreme, iar clien\u021bii no\u0219tri deja l-au apreciat ca un instrument foarte convenabil, capabil s\u0103 \u00eenlocuiasc\u0103 alte canale. Dar s\u0103 le lu\u0103m pe r\u00e2nd.<\/p>\n<h2>Ce fel de software este acesta?<\/h2>\n<p>\nEsenta <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Support<\/b><\/a><\/noindex> maxim de simpl\u0103 \u0219i transparent\u0103: \u00een c\u00e2teva clicuri, \u00ee\u021bi creezi portalul pentru \u00eentreprinderea ta, \u00eenregistrezi operatorii t\u0103i (angaja\u021bii de suport), configurezi formularul (formularul pe care clien\u021bii t\u0103i \u00eel vor completa c\u00e2nd fac solicit\u0103ri) \u0219i... gata. Po\u021bi plasa linkul c\u0103tre portalul de suport (helpdesk) pe site-ul t\u0103u \u00een sec\u021biunea de suport, s\u0103-l trimiti clien\u021bilor, s\u0103-l folose\u0219ti \u00een chat-ul online de pe site, s\u0103-l men\u021bionezi pe re\u021belele sociale etc. Clien\u021bii, acces\u00e2nd linkul, se vor \u00eenregistra \u0219i vor l\u0103sa solicitarea lor, specific\u00e2nd toate datele necesare. Operatorii preiau solicitarea \u0219i \u00eencep s\u0103 rezolve problema clientului. Operatorii v\u0103d toate tichetele \u00eentr-un centru unic de procesare a solicit\u0103rilor (\u00een tabelul principal), iar clien\u021bii v\u0103d doar solicit\u0103rile lor.<\/p>\n<p>De asemenea, este disponibil\u0103 posibilitatea de a conecta portalul direct la site-ul t\u0103u sub form\u0103 de subdomeniu. De exemplu, dac\u0103 site-ul t\u0103u este \u201eromashka.ru\u201d, po\u021bi configura accesul la portalul de suport prin url \u201esupport.romashka.ru\u201d sau \u201ehelp.romashka.ru\u201d. Pentru clien\u021bii t\u0103i va fi foarte convenabil, deoarece nu va trebui s\u0103-\u0219i aminteasc\u0103 un serviciu separat cu url \u201esupport.zedline.ru\/romashka\u201d.<\/p>\n<h4>S\u0103 arunc\u0103m o privire asupra interfe\u021bei<\/h4>\n<p>\nPe biroul ZEDLine Support exist\u0103 un tabel cu solicit\u0103ri, unde pute\u021bi vizualiza cererile proprii (de exemplu, un manager poate verifica activitatea oric\u0103rui operator sau a tuturor operatorilor simultan) \u0219i cererile cu diverse statusuri. Fiecare solicitare are un responsabil desemnat dintre operatori. \u00cen timpul lucrului la o solicitare, operatorii pot delega aceast\u0103 munc\u0103 altor operatori. Administratorul poate \u0219terge o cerere, dac\u0103 este necesar.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Asisten\u021b\u0103 tehnic\u0103 de la unu... doi... trei...\" src=\"\/wp-content\/uploads\/2019\/08\/a15a526a842a549ec1d62ea2c57f8755.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nForma cererii arat\u0103 astfel. Denumirile \u0219i tipurile de c\u00e2mpuri sunt stabilite de dumneavoastr\u0103 \u00een sec\u021biunea de set\u0103ri. \u00cen constructor, pute\u021bi configura c\u00e2mpurile formularului de cerere conform specificului solicit\u0103rilor clien\u021bilor dumneavoastr\u0103, utiliz\u00e2nd obiecte tipizate, cum ar fi: text simplu, text multi-linie, dat\u0103, num\u0103r \u00eentreg, num\u0103r zecimal, caset\u0103 de selectare etc. De exemplu, dac\u0103 gestiona\u021bi un echipament, \u00een formular pute\u021bi stabili c\u00e2mpuri obligatorii \u201eTip de echipament\u201d \u0219i \u201eNum\u0103r de serie\u201d, pentru a identifica imediat obiectul la care se refer\u0103 \u00eentrebarea.<\/p>\n<p><img decoding=\"async\" alt=\"Asisten\u021b\u0103 tehnic\u0103 de la unu... doi... trei...\" src=\"\/wp-content\/uploads\/2019\/08\/c101cef920a4b244ee70c24ff0c54324.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nCererea complet\u0103 con\u021bine toate informa\u021biile introduse de client. Dup\u0103 primirea cererii, administratorul atribuie un tichet unui operator, care \u00eencepe procesarea solicit\u0103rii. Sau, operatorul vede solicitarea primit\u0103 \u0219i, cunosc\u00e2nd limitele competen\u021bei sale, o preia \u00een mod autonom.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Asisten\u021b\u0103 tehnic\u0103 de la unu... doi... trei...\" src=\"\/wp-content\/uploads\/2019\/08\/d35ac5434363a7aab7af5260d43fed7c.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n\u00cen formularul cererii, se pot ata\u0219a imagini \u0219i documente necesare pentru solu\u021bionarea problemei clientului (acestea pot fi ata\u0219ate at\u00e2t de client, c\u00e2t \u0219i de operator). Num\u0103rul maxim de fi\u0219iere \u00een tichet \u0219i dimensiunea ata\u0219amentului pot fi stabilite \u00een set\u0103ri, ceea ce permite controlul asupra consumului de spa\u021biu pe disc, unul dintre parametrii planului tarifar ales.<\/p>\n<p><img decoding=\"async\" alt=\"Asisten\u021b\u0103 tehnic\u0103 de la unu... doi... trei...\" src=\"\/wp-content\/uploads\/2019\/08\/18dcf14d9506624c12c63d8ed8fc09c6.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n\u00cen interiorul cererii este implementat un chat simplu, unde sunt afi\u0219ate schimb\u0103rile de status pentru cerere, precum \u0219i coresponden\u021ba dintre client \u0219i operator \u2014 experien\u021ba a ar\u0103tat c\u0103 aceasta poate fi uneori foarte lung\u0103. Este bine c\u0103 toate informa\u021biile sunt salvate, put\u00e2nd fi consultate \u00een caz de probleme, pl\u00e2ngeri, reclama\u021bii din partea managerului sau pentru transferul tichetului altui operator.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Asisten\u021b\u0103 tehnic\u0103 de la unu... doi... trei...\" src=\"\/wp-content\/uploads\/2019\/08\/79af694c30c053d00e6032b54b183d2f.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nPentru operatori \u00een portal\u00a0 <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Support<\/a><\/noindex> Sunt prev\u0103zute 2 tipuri de drepturi: Administrator \u0219i Operator. Administratorii pot configura sistemul, numi \u0219i elimina operatori, gestiona abonamentele, lucra cu constructorul etc. Operatorii pot lucra cu solicit\u0103rile, av\u00e2nd \u00een vedere c\u0103 at\u00e2t administratorii, c\u00e2t \u0219i operatorii pot vizualiza \u0219i participa la activitatea legat\u0103 de toate solicit\u0103rile din sistem.\u00a0<\/p>\n<p>Fiecare utilizator \u00eenregistrat pe portal are un panou de control personal. S\u0103 analiz\u0103m panoul de control al administratorului, deoarece acesta include toate func\u021biile \u0219i are cea mai mare configurare.<\/p>\n<p><img decoding=\"async\" alt=\"Asisten\u021b\u0103 tehnic\u0103 de la unu... doi... trei...\" src=\"\/wp-content\/uploads\/2019\/08\/fa511a8ba062f051fccced07f5fa4417.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n\u00cen mod prestabilit, formularul con\u021bine dou\u0103 c\u00e2mpuri, iar altele pot fi ad\u0103ugate aleg\u00e2nd din lista tipurilor de c\u00e2mp. C\u00e2mpurile formularului pot fi f\u0103cute obligatorii sau op\u021bionale pentru completarea de c\u0103tre client. \u00cen viitor, inten\u021bion\u0103m s\u0103 extindem num\u0103rul de tipuri de c\u00e2mpuri, inclusiv \u00een func\u021bie de dorin\u021bele utilizatorilor portalului ZEDLine Support.<\/p>\n<p>Trebuie men\u021bionat c\u0103 constructorul de formulare este disponibil doar \u00een abonamentele pl\u0103tite. Utilizatorii abonamentului \u201eGratuit\u201d (care exist\u0103 \u0219i el) pot folosi doar formularul standard cu c\u00e2mpuri pentru specificarea subiectului \u0219i descrierii problemei care a determinat contactarea suportului tehnic.<\/p>\n<p><img decoding=\"async\" alt=\"Asisten\u021b\u0103 tehnic\u0103 de la unu... doi... trei...\" src=\"\/wp-content\/uploads\/2019\/08\/f61e60d8c21253540f0219590f08a56b.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n<img decoding=\"async\" alt=\"Asisten\u021b\u0103 tehnic\u0103 de la unu... doi... trei...\" src=\"\/wp-content\/uploads\/2019\/08\/889c7c2ee0d1821f23a2b60290259b13.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nP\u00e2n\u0103 acum, \u00een statistic\u0103 se poate vizualiza o singur\u0103 diagram\u0103 a dinamicii num\u0103rului de solicit\u0103ri, dar pe termen lung inten\u021bion\u0103m s\u0103 extindem semnificativ acest tablou de bord, ad\u0103ug\u00e2nd capacit\u0103\u021bi analitice.<\/p>\n<p><img decoding=\"async\" alt=\"Asisten\u021b\u0103 tehnic\u0103 de la unu... doi... trei...\" src=\"\/wp-content\/uploads\/2019\/08\/26768aafbdbbdcbc329c063cd8be648c.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n\u00cen sec\u021biunea \u201eAbonament\u201d sunt disponibile func\u021bii de facturare. Aici este specificat un num\u0103r de cont unic, tarif \u0219i num\u0103rul de operatori asocia\u021bi (<noindex><a rel=\"nofollow\" href=\"https:\/\/zedline.ru\/?page=tarifs#tops\">sunt prev\u0103zute 4 tarife ZEDLine Support<\/a><\/noindex>), data de expirare a abonamentului, \u0219i se afi\u0219eaz\u0103 soldul curent. \u00cen orice moment, din aceast\u0103 interfa\u021b\u0103 se poate schimba tarif, modifica num\u0103rul de operatori, extinde utilizarea serviciului, re\u00eenc\u0103rca soldul. \u00cen sec\u021biunea \u201eTranzac\u021bii\u201d, administratorii pot vizualiza toate tranzac\u021biile efectuate: pl\u0103\u021bi, schimbarea tarifelor, modificarea num\u0103rului de operatori, ajust\u0103ri pentru plat\u0103.<\/p>\n<p><img decoding=\"async\" alt=\"Asisten\u021b\u0103 tehnic\u0103 de la unu... doi... trei...\" src=\"\/wp-content\/uploads\/2019\/08\/2a7f6ac245556417679049ab19c70fb2.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n\u00cen set\u0103ri, exist\u0103 op\u021biunea de a specifica o adres\u0103 de email pentru notific\u0103rile automate. De\u0219i acest lucru nu este obligatoriu. \u00cen mod implicit, pentru trimiterea notific\u0103rilor va fi utilizat\u0103 o adres\u0103 unificat\u0103 a serviciului. Totu\u0219i, dac\u0103 dori\u021bi ca clien\u021bii dvs. s\u0103 primeasc\u0103 notific\u0103ri \u00een numele dvs., trebuie s\u0103 configura\u021bi un cont de email. Anume de pe aceast\u0103 adres\u0103 vor pleca notific\u0103rile cu privire la starea solu\u021biei problemelor pentru clien\u021bii dvs. \u2014 astfel, ei nu vor mai deranja operatorii \u0219i personalul de suport, ci vor a\u0219tepta notific\u0103rile (sau vor verifica starea cererii lor \u00een interfa\u021ba portalului. <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Support<\/a><\/noindex>). Utilizatorii \u0219i operatorii responsabili pot fi notificati cu privire la noi mesaje \u00een cadrul tichetului \u0219i la schimbarea st\u0103rii tichetului sau pot dezactiva astfel de notific\u0103ri.<\/p>\n<p>De asemenea, \u00een set\u0103ri, este posibil s\u0103 controla\u021bi volumul de spa\u021biu pe disc disponibil, baza curent\u0103, s\u0103 stabili\u021bi dimensiunea maxim\u0103 a bazei \u0219i num\u0103rul maxim de fi\u0219iere din tichet. Acest lucru este necesar pentru a permite gestionarea utiliz\u0103rii volumului de stocare oferit de tarif.<\/p>\n<p>De asemenea, pute\u021bi seta o preambul\u0103 pentru formular, care va fi afi\u0219at\u0103 \u00een partea de sus a formularului atunci c\u00e2nd se creeaz\u0103 un tichet. \u00cen preambul, pute\u021bi specifica regulile de creare a tichetului, indica orele de func\u021bionare ale suportului sau termenele de r\u0103spuns estimate ale operatorului la tichet, mul\u021bumi utilizatorului pentru solicitare sau anun\u021ba o campanie de marketing. Practic, orice dori\u021bi.<\/p>\n<p>Serviciile de integrare cu RegionSoft CRM sunt oferite gratuit tuturor clien\u021bilor \u0219i sunt realizate de speciali\u0219tii companiei noastre \u00abla cheie\u00bb (pentru tarif \u00abVIP\u00bb). De asemenea, \u00een prezent, se lucreaz\u0103 la dezvoltarea API-ului pentru integrarea cu orice alte servicii \u0219i aplica\u021bii.\u00a0<\/p>\n<p>\u00cen prezent, actualiz\u0103m constant <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Support<\/a><\/noindex>, avem un backlog extins \u0219i am fi bucuro\u0219i s\u0103 vedem propunerile, dorin\u021bele \u0219i chiar criticile dumneavoastr\u0103.<\/p>\n<p>\u00cen\u021belegem c\u0103 \u00een etapa de startup pot exista multe observa\u021bii critice din partea utilizatorilor poten\u021biali \u0219i a celor care trec pe l\u00e2ng\u0103, dar promitem c\u0103 fiecare observa\u021bie a dumneavoastr\u0103 va fi examinat\u0103 cu o aten\u021bie deosebit\u0103.\u00a0<\/p>\n<h4>Ce pre\u021buri?<\/h4>\n<p>\n\u00cen ceea ce prive\u0219te politica tarifar\u0103, aceasta este o schem\u0103 obi\u0219nuit\u0103 pentru SaaS, cu trei tarife pl\u0103tite \u00een func\u021bie de num\u0103rul de operatori, capacitatea de stocare \u0219i op\u021biunile software (\u00eencep\u00e2nd de la 850 RON pe operator pe lun\u0103) + exist\u0103 un tarif gratuit pentru un operator (potrivit pentru liber-profesioni\u0219ti, PFA etc.).<\/p>\n<blockquote><p><i>Anun\u021b\u0103m desf\u0103\u0219urarea unei promo\u021bii din 1 august p\u00e2n\u0103 pe 30 septembrie 2019: la prima plat\u0103 \u00een contul dumneavoastr\u0103, pe soldul dumneavoastr\u0103 va fi creditat 150% din suma pl\u0103tit\u0103. Pentru a ob\u021bine bonusul, trebuie s\u0103 men\u021biona\u021bi codul promotional &#171;<b>Startup<\/b>&#187; \u00een urm\u0103torul mod:<b> \u201ePlata pentru serviciile ZEDLine Support (cod promo\u021bional )\u201d<\/b> Adic\u0103, la plata a 1000 RON, ve\u021bi avea un credit de 1500 RON, pe care \u00eel ve\u021bi putea folosi pentru activarea oric\u0103ror servicii oferite.<\/i><\/p><\/blockquote>\n<h2>Ce avantaje are un sistem de helpdesk comparativ cu alte op\u021biuni?<\/h2>\n<p>\nExperien\u021ba arat\u0103 c\u0103 multe companii mici \u0219i mijlocii folosesc e-mailul ca singura metod\u0103 de gestionare a solicit\u0103rilor clien\u021bilor. Chiar \u0219i atunci c\u00e2nd un business a implementat un sistem CRM, e-mailul creeaz\u0103 \u00een continuare lan\u021buri uria\u0219e de mesaje pentru solu\u021bionarea problemelor clien\u021bilor. Aceaste lan\u021buri se rup, se pierd, sunt \u0219terse, pierd ordinea din cauza unei singure gre\u0219eli de trimitere etc. Dar obiceiul e greu de schimbat\u2026<\/p>\n<h4>Ce beneficii ofer\u0103 un sistem de management \u0219i contabilitate a solicit\u0103rilor clien\u021bilor?<\/h4>\n<p><\/p>\n<ul>\n<li>Este simplu din punctul de vedere al interfe\u021bei \u0219i con\u021bine doar c\u00e2mpurile \u0219i con\u021binutul necesar. Nu va con\u021bine reclame pentru clien\u021bii dumneavoastr\u0103, ur\u0103ri de s\u0103rb\u0103tori, \u00eentreb\u0103ri necorespunz\u0103toare etc. Doar informa\u021biile esen\u021biale ale tichetului, chiar \u0219i semn\u0103turile corporate lipsesc.\n<\/li>\n<li>Sistemul de gestionare a solicit\u0103rilor utilizatorilor permite o prioritate mai flexibil\u0103 a sarcinilor: \u00een loc de foldere \u0219i etichete, ave\u021bi statusuri clare \u0219i facile de \u00een\u021beles, care permit filtrarea \u00eentregii cantit\u0103\u021bi de solicit\u0103ri. Datorit\u0103 acestui fapt, sarcinile sunt rezolvate \u00een func\u021bie de nivelul de prioritate \u0219i nu va ap\u0103rea situa\u021bia \u00een care 10 probleme minore sunt rezolvate, iar o sarcin\u0103 critic\u0103 se pierde \u00een a\u0219teptare.\n<\/li>\n<li>Toate cererile sunt centralizate \u00eentr-un singur centru de solicit\u0103ri, iar angaja\u021bii nu trebuie s\u0103 se agite \u00eentre interfe\u021be \u0219i conturi. Este suficient s\u0103 specifica\u021bi linkul c\u0103tre portalul dumneavoastr\u0103 de suport ZEDLine Support \u00een toate punctele de contact cu clien\u021bii.\n<\/li>\n<li>Este u\u0219or s\u0103 schimbi operatorul care poate vedea \u00eentreaga istorie a coresponden\u021bei \u00eencep\u00e2nd cu data atribuirii sarcinii. De asemenea, este simplu s\u0103 rezolvi problemele clien\u021bilor care necesit\u0103 consultarea colegilor. Lan\u021bul \u0219i termenii de delegare se reduc semnificativ.\n<\/li>\n<li>Utilizarea sistemului de urm\u0103rire a solicit\u0103rilor clien\u021bilor este mai profesional\u0103 dec\u00e2t folosirea email-ului sau a mesajelor \u00een re\u021belele sociale. Clien\u021bii au posibilitatea de a controla progresul solu\u021bion\u0103rii problemei \u0219i nu trebuie s\u0103 \u00ee\u0219i fac\u0103 griji \u00een leg\u0103tur\u0103 cu rapiditatea cu care va fi deschis email-ul. Exist\u0103 \u0219i un factor psihologic: compania este at\u00e2t de grozav\u0103 \u00eenc\u00e2t ofer\u0103 un \u00eentreg instrument separat pentru suportul utilizatorilor.\n<\/li>\n<\/ul>\n<p>\nClien\u021bii nu sunt deloc interesa\u021bi de ceea ce se \u00eent\u00e2mpl\u0103 \u00een interiorul companiei tale. Ei sunt \u00eengrijora\u021bi doar de problemele lor \u0219i au nevoie de suport rapid \u0219i de calitate. Dac\u0103 nu este rapid, trebuie s\u0103 fie controlat \u2013 trebuie s\u0103 aib\u0103 senza\u021bia complet\u0103 c\u0103 operatorii de suport nu au plecat s\u0103 bea ceai, ci lucreaz\u0103 la problem\u0103. Sistemul de gestionare a solicit\u0103rilor clien\u021bilor ajut\u0103 foarte mult \u00een acest sens. Iar cu un software simplu \u0219i clar, num\u0103rul solicit\u0103rilor procesate cre\u0219te, oboseala operatorilor scade, iar compania arat\u0103 mai modern\u0103.\u00a0<br \/>\n<br \/>Sursa: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/460008\/\">habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u0417\u0430\u0447\u0435\u043c \u0432\u0430\u043c \u043d\u0443\u0436\u043d\u043e \u0441\u043f\u0435\u0446\u0438\u0430\u043b\u044c\u043d\u043e\u0435 \u041f\u041e \u0434\u043b\u044f \u0442\u0435\u0445\u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438, \u043e\u0441\u043e\u0431\u0435\u043d\u043d\u043e \u0435\u0441\u043b\u0438 \u0443 \u0432\u0430\u0441 \u0443\u0436\u0435 \u0435\u0441\u0442\u044c \u0431\u0430\u0433\u0442\u0440\u0435\u043a\u0435\u0440, CRM \u0438 \u044d\u043b\u0435\u043a\u0442\u0440\u043e\u043d\u043d\u0430\u044f \u043f\u043e\u0447\u0442\u0430? \u0412\u0440\u044f\u0434 \u043b\u0438 \u043e\u0431 \u044d\u0442\u043e\u043c \u043a\u0442\u043e-\u0442\u043e \u0437\u0430\u0434\u0443\u043c\u044b\u0432\u0430\u043b\u0441\u044f, \u043f\u043e\u0442\u043e\u043c\u0443 \u0447\u0442\u043e \u0441\u043a\u043e\u0440\u0435\u0435 \u0432\u0441\u0435\u0433\u043e \u0443 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0439 \u0441 \u0441\u0438\u043b\u044c\u043d\u043e\u0439 \u0442\u0435\u0445\u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u043e\u0439 \u0445\u0435\u043b\u043f\u0434\u0435\u0441\u043a \u0441\u0438\u0441\u0442\u0435\u043c\u0430 \u0434\u0430\u0432\u043d\u043e \u0435\u0441\u0442\u044c, \u0430 \u043e\u0441\u0442\u0430\u043b\u044c\u043d\u044b\u0435 \u0441\u043f\u0440\u0430\u0432\u043b\u044f\u044e\u0442\u0441\u044f \u0441 \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u044f\u043c\u0438 \u0438 \u0437\u0430\u044f\u0432\u043a\u0430\u043c\u0438 \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432 \u00ab\u043d\u0430 \u043a\u043e\u043b\u0435\u043d\u043a\u0435\u00bb, \u043d\u0430\u043f\u0440\u0438\u043c\u0435\u0440, \u0441 \u043f\u043e\u043c\u043e\u0449\u044c\u044e \u044d\u043b\u0435\u043a\u0442\u0440\u043e\u043d\u043d\u043e\u0439 \u043f\u043e\u0447\u0442\u044b. \u0410 \u044d\u0442\u043e \u0447\u0440\u0435\u0432\u0430\u0442\u043e: [&hellip;]<\/p>\n","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"author":1,"featured_media":27563,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[688],"tags":[],"class_list":["post-36796","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-administrirovanie"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.2.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"\u0417\u0430\u0447\u0435\u043c \u0432\u0430\u043c \u043d\u0443\u0436\u043d\u043e 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