{"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\/ro\/blog\/administrirovanie\/zachem-vam-sluzhba-podderzhki-kotoraya-ne-podderzhivaet","title":{"rendered":"De ce ave\u021bi nevoie de un suport tehnic care nu ofer\u0103 suport?","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>Companiile anun\u021b\u0103 inteligen\u021ba artificial\u0103 \u00een automatizarea lor, povestind cum au implementat c\u00e2teva sisteme interesante de asisten\u021b\u0103 pentru clien\u021bi, dar c\u00e2nd sun\u0103m la suport tehnic, continu\u0103m s\u0103 suferim \u0219i s\u0103 ascult\u0103m vocile obosite ale operatorilor cu scripturi folosite p\u00e2n\u0103 la epuizare. De asemenea, cu siguran\u021b\u0103 a\u021bi observat c\u0103 noi, cei din IT, evalu\u0103m mult mai sever activitatea numeroaselor servicii de asisten\u021b\u0103 pentru clien\u021bi din centrele de service, furnizorii de outsourcing IT, service-urile auto, \u0219i serviciile de informa\u021bii ale operatorilor de telecomunica\u021bii, inclusiv suportul companiei unde lucr\u0103m sau pe care o conducem.\u00a0<\/p>\n<p>Dar care este problema? De ce un apel la suportul tehnic este aproape \u00eentotdeauna un prilej de suspin profund \u0219i o necesitate oarecum sortit\u0103 e\u0219ecului? \u0218tim c\u00e2teva motive.\u00a0<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/469655\/\"><img decoding=\"async\" alt=\"De ce ave\u021bi nevoie de un suport tehnic care nu ofer\u0103 suport?\" src=\"\/wp-content\/uploads\/2019\/10\/1caaa3dddacbb2911aca5f012e2c44f2.png\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<i>Suportul tehnic din visurile noastre de copil<\/i><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><\/p>\n<h2>Problemele de suport pe care cu siguran\u021b\u0103 le ave\u021bi \u0219i dumneavoastr\u0103<\/h2>\n<p><\/p>\n<h3>Angaja\u021bi necompetenti<\/h3>\n<p>\nAngaja\u021bii necompetenti sunt, la prima vedere, principalul motiv pentru problemele cu suportul tehnic. Este inacceptabil atunci c\u00e2nd a\u0219tep\u021bi rezolvarea problemei tale sau m\u0103car o direc\u021bionare corect\u0103 c\u0103tre un specialist \u0219i prime\u0219ti, \u00een schimb, o ignorare complet\u0103 a esen\u021bei \u00eentreb\u0103rii \u0219i pu\u021bin\u0103 publicitate \u00een plus. Cu toate acestea, nu ar trebui s\u0103 arunc\u0103m vina asupra speciali\u0219tilor din serviciul de asisten\u021b\u0103 \u2014 de obicei, r\u0103d\u0103cina acestei probleme este mult mai profund\u0103.<\/p>\n<p>Selec\u021bia personalului necalificat este prima eroare a companiilor. E clar c\u0103, dac\u0103 nu e\u0219ti un outsourcing DevOps cu oferte conving\u0103toare pentru candida\u021bi, nu vei atrage administratori de sistem \u0219i ingineri foarte califica\u021bi. Dar, angajarea studen\u021bilor din primul \u0219i al doilea an pentru programul lor liber este, de asemenea, riscant\u0103. E o loterie: po\u021bi angaja viitorul t\u0103u \u0219ef de suport sau chiar pe \u0219eful principal de dezvoltare, dar \u0219i un student care nu \u00eei pas\u0103 de studii \u0219i care \u00ee\u0219i petrece tot timpul liber f\u0103r\u0103 rod. De obicei, ace\u0219ti tineri nu au abilit\u0103\u021bi de comunicare bine dezvoltate, nu au nici dorin\u021ba de a \u00eenv\u0103\u021ba (iar un suport tehnic implic\u0103 mereu \u00eenv\u0103\u021bare \u0219i abilitatea de a explica altora, ceea ce e posibil doar c\u00e2nd \u00een\u021belegi \u00een mod sigur tu \u00eensu\u021bi). De aceea, la selec\u021bia candida\u021bilor, nu trebuie s\u0103 te ghidezi dup\u0103 principiul costului redus al angajatului sau dorin\u021ba de a veni la tine, ci dup\u0103 metrici obiective \u0219i abilitatea de a rezolva sarcini simple de suport \u00een practic\u0103.<\/p>\n<p>Angaja\u021bii nepricepu\u021bi reprezint\u0103 o problem\u0103 major\u0103 pentru multe companii, indiferent de dimensiune \u0219i domeniu de activitate. C\u00e2nd vorbim despre nepricepu\u021bi, ne referim la cei care sunt analfabe\u021bi, necalifica\u021bi \u0219i, cel mai important, nu doresc s\u0103 \u00ee\u0219i schimbe calificarea sau s\u0103 \u00eenve\u021be. De ce, a\u0219adar, companiile pic\u0103 \u00een mod constant \u00een capcana angaj\u0103rii unor astfel de persoane? E simplu: adesea, \u00een suport se angajeaz\u0103 nu cei care \u0219tiu \u0219i pot, ci cei care sunt mai ieftini, \u201e\u00eei \u00eenv\u0103\u021b\u0103m pe parcurs\u201d. Aceasta este o gre\u0219eal\u0103 critic\u0103, care duce la fluctua\u021bia de personal (\u201enu e pentru mine\u201d, \u201evai, sunte\u021bi to\u021bi at\u00e2t de r\u0103i\u201d, \u201e\u00eenv\u0103\u021b\u0103tura este mai important\u0103\u201d), la erori \u00een activitate (\u201e\u00eenc\u0103 nu am \u00eenv\u0103\u021bat\u201d, \u201e\u00eenc\u0103 trebuie s\u0103 \u00eenv\u0103\u021b, dar pentru ace\u0219ti bani ar trebui s\u0103 \u00ee\u021bi mai fac \u0219i r\u0103u!\u201d), la \u00eencerc\u0103ri inutile de a \u00eenv\u0103\u021ba (\u201ece prostie, s\u0103 vorbesc cu clien\u021bii, nu pentru asta am terminat managementul, vreau s\u0103 fiu lider\u201d).<\/p>\n<p>Un sfat evident \u0219i greu de aplicat, dar \u00eencerca\u021bi s\u0103 lucra\u021bi cu personalul chiar \u00een etapa de angajare. Nu \u00eei chinuie\u021bi cu \u00eentreb\u0103ri despre cum se v\u0103d peste cinci ani, ci discuta\u021bi despre esen\u021b\u0103:\u00a0<\/p>\n<ul>\n<li>\u00eentreba\u021bi-i ce \u00eenseamn\u0103 pentru ei un serviciu de calitate pentru clien\u021bi;\u00a0\n<\/li>\n<li>oferi\u021bi-le scenarii inteligente de conversa\u021bie cu clien\u021bii \u0219i \u00eentreba\u021bi-i cum ar reac\u021biona;\n<\/li>\n<li>\u00eentreba\u021bi-i \u00een ce consider\u0103 ei c\u0103 const\u0103 afacerea dumneavoastr\u0103 \u0219i ce doresc clien\u021bii.\n<\/li>\n<\/ul>\n<p>\nAceste trei p\u0103r\u021bi simple \u0219i oneste ale interviului \u00ee\u021bi vor oferi o idee despre cine sunt persoanele pe care le angajezi \u00een prima linie \u0219i cum se prezint\u0103 ele \u00een cadrul business-ului t\u0103u.<\/p>\n<p><img decoding=\"async\" alt=\"De ce ave\u021bi nevoie de un suport tehnic care nu ofer\u0103 suport?\" src=\"\/wp-content\/uploads\/2019\/10\/3ffe5408f26c4ab9b6bcf7dcb4385c27.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<\/p>\n<h3>Lipsa de formare<\/h3>\n<p>\nLipsa de formare este o alt\u0103 problem\u0103. Da, \u00eentr-o companie cu suport tehnic (sau pur \u0219i simplu orice serviciu pentru clien\u021bi), \u00eentotdeauna exist\u0103 o formare formal\u0103: undeva este un curs introductiv, undeva o prelegere de c\u00e2teva ore, undeva un \u0219ef stricte\u021b care \u00eei explic\u0103 \u00een 15 minute c\u0103 firma trebuie s\u0103 fie numit\u0103 exclusiv AsterService Technologies Group LLC, iar numele clientului \u00een conversa\u021bie trebuie men\u021bionat de cel pu\u021bin 7 ori, restul nu este at\u00e2t de important. Sigur, toate acestea nu sunt solu\u021bii ideale. Exist\u0103 c\u00e2teva cele mai bune practici de formare pentru serviciile de asisten\u021b\u0103, dintre care am putea men\u021biona cele mai universale.\u00a0<\/p>\n<ol>\n<li>O variant\u0103 ideal\u0103. Dup\u0103 formarea unui grup de speciali\u0219ti, pentru fiecare 2-3 suporteri se asigna un mentor din r\u00e2ndul angaja\u021bilor experimenta\u021bi, care ofer\u0103 o formare detaliat\u0103 \u0219i imediat aplic\u0103 cuno\u0219tin\u021bele \u00een practic\u0103. Astfel, informa\u021bia este asimilat\u0103 c\u00e2t mai rapid \u0219i se reu\u0219e\u0219te evitarea ne\u00een\u021belegerilor.\n<\/li>\n<li>O variant\u0103 acceptabil\u0103. Formarea \u00een sal\u0103 se desf\u0103\u0219oar\u0103 \u00een mai multe sesiuni, iar specialistul senior doar r\u0103spunde la \u00eentreb\u0103rile care apar \u0219i analizeaz\u0103 periodic apelurile\/emailurile\/mesajele cu novicii. \u00cen aceast\u0103 situa\u021bie, probabilitatea ca noul angajat s\u0103 gre\u0219easc\u0103 este mai mare.\n<\/li>\n<li>O variant\u0103 de tip 'bine m\u0103car at\u00e2t'. Ca \u0219i \u00een cele dou\u0103 cazuri anterioare, ai o baz\u0103 de cuno\u0219tin\u021be, care con\u021bine cazuri \u0219i probleme standard (sau pur \u0219i simplu ai acces la ticheturi vechi) \u0219i noul angajat studiaz\u0103 singur situa\u021biile timp de c\u00e2teva s\u0103pt\u0103m\u00e2ni, pentru apoi s\u0103 sus\u021bin\u0103 un fel de examen. Sigur, ceva va r\u0103m\u00e2ne \u00een memorie, dar ca efect seam\u0103n\u0103 cu citirea c\u0103r\u021bii lui Stroustrup f\u0103r\u0103 un calculator \u0219i un IDE la \u00eendem\u00e2n\u0103 \u0219i un test pe o foaie. A\u0219adar, juniorul vede compilatorul \u0219i se panicheaz\u0103. A\u0219adar, aici \u2014 un c\u0103\u0219ti telefonice sau un mesaj vor l\u0103sa operatorul novice \u00een confuzie.\u00a0\n<\/li>\n<\/ol>\n<p>\nIndiferent c\u00e2t de grozav\u0103 ar fi compania, suportul tehnic va r\u0103m\u00e2ne \u00eentotdeauna un departament cu cea mai mare fluctua\u021bie de personal. De aceea, selec\u021bia \u0219i formarea trebuie stabilite de la bun \u00eenceput pe baze profesionale, altfel totul va deveni din ce \u00een ce mai r\u0103u.<\/p>\n<p><img decoding=\"async\" alt=\"De ce ave\u021bi nevoie de un suport tehnic care nu ofer\u0103 suport?\" src=\"\/wp-content\/uploads\/2019\/10\/f1899c2ac34895eac8717cb16280abb4.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<\/p>\n<h3>Scripturi infinite \u0219i plictisitoare<\/h3>\n<p>\nScriptarea total\u0103 este o alt\u0103 problem\u0103 pentru suportul tehnic \u0219i, \u00een general, pentru orice serviciu de rela\u021bii cu clien\u021bii. Vorbirea speciali\u0219tilor este uneori at\u00e2t de strict\u0103, \u00eenc\u00e2t chiar \u0219i noi, cei din IT, avem suspiciunea c\u0103 de cealalt\u0103 parte este un robot cu inteligen\u021b\u0103 neterminat\u0103. Desigur, anumite sugestii pentru diferite situa\u021bii sunt extrem de necesare, dar comunicarea ar trebui s\u0103 aib\u0103 loc \u00eentr-o limb\u0103 uman\u0103. Compara\u021bi cele dou\u0103 dialoguri.<\/p>\n<h3>1.<\/h3>\n<p>\n<i>\u2014 Bun\u0103 ziua. V\u0103 salut\u0103 serviciul de suport al Astrosistem Technologies Group Elelsey Company. Suntem bucuro\u0219i de contactul dumneavoastr\u0103. Ce problem\u0103 ave\u021bi?<br \/>\n\u2014 Salut. Nu pot s\u0103 m\u0103 loghez \u00een admin pe site-ul dumneavoastr\u0103 pentru a finaliza achizi\u021bia. Spune c\u0103 utilizatorul nu exist\u0103.<br \/>\n\u2014 Suntem foarte bucuro\u0219i de contactul dumneavoastr\u0103 \u0219i suntem preg\u0103ti\u021bi s\u0103 r\u0103spundem la \u00eentreb\u0103rile dumneavoastr\u0103. R\u0103spunde\u021bi la \u00eentrebare, c\u00e2nd v-a\u021bi \u00eenregistrat pe site-ul nostru?<br \/>\n\u2014 Acum vreo trei ani. Ieri am intrat f\u0103r\u0103 probleme.<br \/>\n\u2014 V\u0103 mul\u021bumim pentru r\u0103spunsul detaliat. Care este utilizatorul dumneavoastr\u0103?<br \/>\n\u2014 hellboy.<br \/>\n\u2014 V\u0103 mul\u021bumim pentru r\u0103spunsul detaliat.<\/p>\n<h3>2.<\/h3>\n<p>\n\u2014 Bun\u0103 ziua, compania Astrosystem, m\u0103 numesc Vasily. Cu ce v\u0103 pot ajuta?<br \/>\n\u2014 Salut. Nu pot s\u0103 m\u0103 loghez \u00een admin pe site-ul dumneavoastr\u0103 pentru a finaliza achizi\u021bia. Spune c\u0103 utilizatorul nu exist\u0103.<br \/>\n\u2014 C\u00e2nd v-a\u021bi \u00eenregistrat pe site-ul nostru? Este o problem\u0103 veche?<br \/>\n\u2014 Acum vreo trei ani. Ieri am intrat f\u0103r\u0103 probleme.\u00a0<br \/>\n\u2014 Care este utilizatorul dumneavoastr\u0103?<br \/>\n\u2014 hellboy.<br \/>\n\u2014 A\u0219adar, acum ne ocup\u0103m de asta. M\u0103 uit la utilizatorul dumneavoastr\u0103, aha, a expirat\u2026<\/i><\/p>\n<p>Mai mult\u0103 concretizare, mai pu\u021bin iritare \u0219i cuvinte dup\u0103 care subiectul conversa\u021biei devine neclar. Apropo, asta se aplic\u0103 \u0219i v\u00e2nz\u0103rilor.<\/p>\n<p>Redirec\u021bionarea c\u0103tre speciali\u0219ti este uneori o m\u0103sur\u0103 necesar\u0103 \u0219i chiar corect\u0103 \u2014 este mult mai bine s\u0103 a\u0219tep\u021bi un minut pentru a ob\u021bine un r\u0103spuns de la un specialist de profil dec\u00e2t s\u0103 \u00eencerci s\u0103 ob\u021bii ceva de la prima linie. Cu toate acestea, c\u00e2nd lan\u021bul devine mai lung, iar fiecare trebuie s\u0103 repete toate informa\u021biile despre problem\u0103, \u00ee\u021bi vine s\u0103 \u00eentrerupi conversa\u021bia \u0219i s\u0103 te duci pe Google. \u0218i dac\u0103 \u00een cazul unei solicit\u0103ri urgente c\u0103tre banc\u0103 sau, de exemplu, clinic\u0103, aceast\u0103 redirec\u021bionare cu explica\u021bii este justificat\u0103, \u00een cazul unei solu\u021bii scrise prin e-mail, chat sau messenger, aceasta este, \u00een cel mai bun caz, nepoliticoas\u0103.<\/p>\n<p>Informa\u021biile despre problema clientului trebuie s\u0103 fie consemnate rapid \u0219i cu exactitate pentru a fi transmise executantului, f\u0103r\u0103 a face clientul s\u0103 repete pentru a zecea oar\u0103 cum a f\u0103cut \u201epsh-psh, apoi crac-crac, apoi trrr \u0219i a lovit tare, probabil pentru c\u0103 pisica a s\u0103pat col\u021bul \u0219i l-a confundat cu litiera\u201d. Acest lucru poate fi realizat \u00een orice form\u0103, de exemplu, \u00eentr-o conversa\u021bie separat\u0103, ca o not\u0103 \u00een cardul din sistemul CRM sau chiar \u00een tichetul din ajutor. Iat\u0103 cum este implementat \u00een <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>helpdesk-ul \u00een cloud ZEDLine Support:<\/b><\/a><\/noindex> exist\u0103 o descriere a sarcinii din partea clientului, operatorul poate clarifica informa\u021biile, solicita capturi de ecran \u0219i fi\u0219iere, apoi poate delega sarcina unui coleg competent \u00een acest domeniu. De asemenea, clientul de pe portalul s\u0103u va vedea cine \u0219i \u00een ce etap\u0103 se ocup\u0103 de problema sa. \u00cencep\u00e2nd cu versiunea <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Support 2.2<\/b><\/a><\/noindex>, care este deja disponibil\u0103, \u00een sistem au ap\u0103rut mesaje interne \u2014 operatorii pot discuta sarcina \u00eentre ei, iar clientul nu va vedea comentariile pe care nu ar trebui s\u0103 le vizioneze.<\/p>\n<p><img decoding=\"async\" alt=\"De ce ave\u021bi nevoie de un suport tehnic care nu ofer\u0103 suport?\" src=\"\/wp-content\/uploads\/2019\/10\/37fdb15c7c127c18a826a024f4826c06.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Mesajul intern din interfa\u021b\u0103 este marcat cu un semn special. Clientul nu \u00eel vede.<\/i><\/p>\n<h3>Suport care vinde, nu suport\u0103<\/h3>\n<p>\nV\u00e2nz\u0103rile \u00een suport tehnic sau \u00een serviciul de asisten\u021b\u0103 sunt o alt\u0103 latur\u0103 \u00eentunecat\u0103 \u00een suportul dumneavoastr\u0103. \u0218tim c\u0103 \u00een serviciile de suport ale multor companii, inclusiv operatorii de telecomunica\u021bii, suportul este obligat s\u0103 propun\u0103 servicii suplimentare \u0219i are un plan de v\u00e2nz\u0103ri, care afecteaz\u0103 direct m\u0103rimea primei. \u0218i este \u00eengrozitor, deoarece ia timp, creeaz\u0103 impresia unei v\u00e2nz\u0103ri agresive \u0219i a unei dorin\u021be constante de a c\u00e2\u0219tiga pe seama clientului. Ca rezultat, se reduce evaluarea muncii operatorului \u0219i scade semnificativ loialitatea. Dumnezeule, sunt nervos, nu am internet mobil activat, pe c\u00e2nd am pl\u0103tit pachetul, prezentarea mea la conferin\u021b\u0103 este \u00een 10 minute, iar eu aud \u201eAvem pentru dumneavoastr\u0103 ve\u0219ti bune: pute\u021bi activa un pachet de internet de 5 GB doar pentru 150 de ruble. \u00cel activ\u0103m acum?\u201d. Doamne, rezolv\u0103-mi problema acum, iar v\u00e2nz\u0103torii s\u0103 sune separat. \u00cen plus, adesea oferta de servicii este lipsit\u0103 de g\u00e2ndire: acela\u0219i pachet pentru 150 este oferit cuiva care are un abonament nelimitat \u0219i un volum de trafic mobil consumat lunar peste 30 GB.\u00a0<\/p>\n<p>Un singur sfat: spune\u021bi \u201enu\u201d v\u00e2nz\u0103rilor \u00een serviciul de asisten\u021b\u0103 dac\u0103 v\u0103 ocupa\u021bi cu ajutorul opera\u021bional: comunicare, gadgeturi, suport pentru solu\u021bii B2B (hosting, CMS, CRM etc.). \u0218i \u00eencerca\u021bi s\u0103 integra\u021bi v\u00e2nz\u0103rile \u00eentr-un mod organic dac\u0103 v\u0103 ocupa\u021bi cu serviciile non-opera\u021bionale. De exemplu, atunci c\u00e2nd contacta\u021bi un magazin de parfumuri pentru a verifica disponibilitatea unui produs sau orele de func\u021bionare, este perfect acceptabil s\u0103 men\u021biona\u021bi o noutate de la aceea\u0219i marc\u0103 sau s\u0103 ad\u0103uga\u021bi: \u201eSuntem deschi\u0219i de la 10 la 22, veni\u021bi, v\u0103 a\u0219teapt\u0103 reduceri de p\u00e2n\u0103 la 70% \u0219i 2 la pre\u021b de 1 pentru \u00eentreaga gam\u0103 de produse de \u00eengrijire.\u201d\u00a0<\/p>\n<h3>IVR: prieten sau du\u0219man?<\/h3>\n<p>\nUrm\u0103torul bloc de probleme include o arm\u0103 puternic\u0103, care poate deveni o ma\u0219in\u0103 de gestionare a clien\u021bilor cu un raport ridicat de eficien\u021b\u0103, sau poate distruge toate inten\u021biile serviciului dumneavoastr\u0103. Este vorba despre IVR (\u0219i descenden\u021bii s\u0103i \u2014 chatbot-uri). IVR este un instrument excelent pentru reducerea \u00eenc\u0103rc\u0103turii serviciului de asisten\u021b\u0103: poate \u201eocupa clientul\u201d p\u00e2n\u0103 la r\u0103spunsul operatorului \u0219i \u00eel poate direc\u021biona imediat c\u0103tre specialistul necesar. Din nou, IVR ar trebui s\u0103 fie un router, nu un instrument de v\u00e2nzare \u00een domeniile men\u021bionate anterior. IVR economise\u0219te timp at\u00e2t pentru client, c\u00e2t \u0219i pentru operator, identific\u00e2nd problema \u0219i evalu\u00e2nd prioritatea cererii.<\/p>\n<p>Apropo, o propunere excelent\u0103 este s\u0103 oferi\u021bi un apel \u00eenapoi, dac\u0103 clientul nu dore\u0219te s\u0103 asculte meniul vocal sau s\u0103 comunice cu un bot. \u201eDac\u0103 nu ave\u021bi timp s\u0103 a\u0219tepta\u021bi r\u0103spunsul operatorului, pune\u021bi receptorul jos \u0219i v\u0103 vom suna \u00een decurs de 5 minute.\u201d\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"De ce ave\u021bi nevoie de un suport tehnic care nu ofer\u0103 suport?\" src=\"\/wp-content\/uploads\/2019\/10\/f27fdfa6ec07e9f615c34e88aea676e0.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<\/p>\n<h3>Necunoa\u0219terea produsului<\/h3>\n<p>\nExist\u0103 o glum\u0103: \u201eDirectorul magazinului le spune v\u00e2nz\u0103torilor: \u2014 \u00cemi pare r\u0103u, dar cred c\u0103 expresia \u201etoat\u0103 prostia\u201d nu reflect\u0103 pe deplin \u00eentreaga noastr\u0103 gam\u0103 de produse.\u201d \u0218i este perfect adecvat\u0103 pentru a descrie activitatea serviciului de suport, a c\u0103rui angaja\u021bi pot avea \u00een fa\u021b\u0103 zeci de noti\u021be, dar \u00een acela\u0219i timp s\u0103 nu cunoasc\u0103 produsul sau serviciul companiei, cu at\u00e2t mai pu\u021bin s\u0103 asocieze produsul cu a\u0219tept\u0103rile clien\u021bilor de la acesta. Experien\u021ba arat\u0103 c\u0103 nu exist\u0103 client mai dezam\u0103git dec\u00e2t acela care \u0219tie mai multe despre produsul sau serviciul companiei dumneavoastr\u0103 dec\u00e2t persoana care \u00eencearc\u0103 s\u0103 ajute de cealalt\u0103 parte a chat-ului, apelului sau e-mailului.\u00a0<\/p>\n<p>O recomandare foarte simpl\u0103: orice angajat al suportului ar trebui s\u0103 fie familiarizat cu toate func\u021biile produselor sau serviciilor companiei, precum \u0219i cu cele mai bune combina\u021bii de produse \u0219i servicii pentru fiecare tip de client. Numai a\u0219a nu doar c\u0103 ve\u021bi r\u0103spunde \u00eentreb\u0103rii clientului, ci ve\u021bi r\u0103spunde \u00een sistemul s\u0103u de valori, \u00een\u021beleg\u00e2nd cum \u0219i de ce folose\u0219te acest produs. Este o op\u021biune ideal\u0103 \u0219i greu de realizat, deoarece \u00een suportul tehnic ar trebui s\u0103 lucreze exper\u021bi, dar aspira\u021bia c\u0103tre acest obiectiv poate \u00eembun\u0103t\u0103\u021bi calitatea serviciilor. A\u0219a cum se spune, un client mul\u021bumit se transform\u0103 treptat \u00een agentul nostru \u0219i \u00eencepe s\u0103 atrag\u0103 noi clien\u021bi. Prin urmare, o munc\u0103 eficient\u0103 a suportului tehnic este o lupt\u0103 pentru loialitate, care influen\u021beaz\u0103 indirect cre\u0219terea v\u00e2nz\u0103rilor, chiar \u0219i f\u0103r\u0103 a vinde ceva.<\/p>\n<p><b class=\"spoiler_title\">Cum func\u021bioneaz\u0103<\/b><i>De exemplu, vinde\u021bi servicii de outsourcing \u00een IT. Ave\u021bi un client care este complet axat pe v\u00e2nz\u0103ri, iar echipa lui nu \u00ee\u0219i ridic\u0103 privirile de la telefonie \u0219i CRM, \u0219i ave\u021bi un client care vinde produse prin marketing, iar v\u00e2nz\u0103torii s\u0103i sunt destul de pasivi. Am\u00e2ndou\u0103 au aceea\u0219i infrastructur\u0103: CRM, 1C, site, c\u00e2te 12 locuri de munc\u0103. \u0218i iat\u0103, catastrof\u0103 \u2014 re\u021beaua clien\u021bilor coboar\u0103 \u0219i trebuie s\u0103 oferi\u021bi un r\u0103spuns ini\u021bial pentru a face o analiz\u0103 de la distan\u021b\u0103 \u0219i a lua o decizie pentru o vizit\u0103. Trebuie s\u0103 \u00een\u021belege\u021bi c\u0103 \u00een ambele birouri este panic\u0103.\u00a0<\/p>\n<p>Reac\u021bia standard: \u201eNe vom ocupa. Acum vom verifica de la distan\u021b\u0103 \u0219i, dac\u0103 este necesar, vom veni\u201d. \/\/ Impersonal\u0103, f\u0103r\u0103 un executant, cu un \u00eenceput de munc\u0103 \u0219i un proces de desf\u0103\u0219urare nedefinite.<\/p>\n<p>O reac\u021bie bun\u0103 pentru compania 1: \u201eAm \u00een\u021beles problema dumneavoastr\u0103. \u0218tiu c\u00e2t de important este pentru dvs. s\u0103 suna\u021bi constant \u0219i s\u0103 lucra\u021bi \u00een CRM. Vasili a \u00eenceput deja lucrul la problem\u0103. Pute\u021bi urm\u0103ri progresul \u00een tichet.\u201d \/\/ A fost recunoscut\u0103 durerea clientului, exist\u0103 un nume al executantului \u0219i al managerului, urgent\u0103 vizibil\u0103, este clar unde pute\u021bi urm\u0103ri procesul.<\/p>\n<p>O reac\u021bie bun\u0103 pentru compania 2: \u201eAm \u00een\u021beles problema dumneavoastr\u0103. V\u0103 rog s\u0103 ne spune\u021bi dac\u0103 au fost trimise anumite newslettere, dac\u0103 este nevoie s\u0103 recuper\u0103m ceva. Sarcina a fost alocat\u0103 lui Vasili. Pute\u021bi urm\u0103ri progresul \u00een tichet.\u201d \/\/ A fost recunoscut\u0103 durerea clientului, a fost exprimat\u0103 grij\u0103, exist\u0103 un nume al executantului. Totu\u0219i, termenul nu este definit, deoarece urgen\u021ba clientului este mai sc\u0103zut\u0103 dec\u00e2t la 1.\u00a0<\/p>\n<p>Acesta este un alt avantaj al helpdesk-ului. <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Support 2.2<\/a><\/noindex>, \u00een interfa\u021ba c\u0103ruia clientul vizualizeaz\u0103 stadiul lucr\u0103rilor, persoanele responsabile, comentariile \u0219i altele \u2014 un sentiment complet de control asupra solicit\u0103rii \u0219i un comportament mult mai calm al clien\u021bilor, care nu te vor deranja cu apeluri \u0219i e-mailuri \u00eentreb\u00e2nd \u00abCe mai este, c\u00e2nd se va \u00eent\u00e2mpla?\u00bb\u00a0<\/i><\/p>\n<p>Aici merit\u0103 men\u021bionat \u0219i neaten\u021bia, care poate crea impresia de ne\u0219tiin\u021b\u0103 a produsului. Neaten\u021bia este o categorie special\u0103 de erori \u00een suportul tehnic. Aceasta poate fi cauzat\u0103 at\u00e2t de lipsa de cuno\u0219tin\u021be, c\u00e2t \u0219i de oboseal\u0103, deoarece activitatea \u00een serviciul de suport este aproape \u00eentotdeauna o sarcin\u0103 intensiv\u0103, uneori cu un program de lucru care nu este foarte fiziologic acceptabil. De aceea, deseori, operatorul de suport la telefon confunde numele, produsul, \u00eentrebarea \u00eens\u0103\u0219i. Situa\u021bia se agraveaz\u0103 de faptul c\u0103 angajatul observ\u0103 gre\u0219eala, dar totu\u0219i nu clarific\u0103 \u00eentrebarea sau r\u0103spunde la cea care a fost formulat\u0103. Bine\u00een\u021beles, acest lucru va duce cu siguran\u021b\u0103 la probleme cu clientul, deoarece acesta va r\u0103m\u00e2ne nemul\u021bumit de munc\u0103.\u00a0<\/p>\n<h2>Exist\u0103 o solu\u021bie pentru probleme?<\/h2>\n<p>\nAutomatizarea analfabet\u0103 a serviciului de suport duce la probleme cu serviciul, adic\u0103, \u00een esen\u021b\u0103, poate face ca clien\u021bii dvs. s\u0103 devin\u0103 clien\u021bi ai concuren\u021bilor dvs. Fiecare solicitare adresat\u0103 suportului tehnic (sau pur \u0219i simplu suportului) este un fel de avertisment din partea utilizatorului, la care trebuie s\u0103 se r\u0103spund\u0103 clar, rapid \u0219i competent. Dac\u0103 nu reac\u021biona\u021bi, solicitarea va fi publicat\u0103 pe re\u021belele sociale, pe site-uri de recenzii \u0219i \u00een alte locuri unde va trebui s\u0103 lupta\u021bi pentru reputa\u021bia dvs. \u0219i s\u0103 dovedi\u021bi c\u0103 nu sunte\u021bi un c\u0103mil\u0103.\u00a0<\/p>\n<p>Clien\u021bii nemul\u021bumi\u021bi au \u00eenc\u0103 un efect nepl\u0103cut: clien\u021bii mereu nemul\u021bumi\u021bi pot duce la plecarea oric\u0103ror angaja\u021bi, inclusiv ingineri, dezvoltatori, testeri etc. \u0218i aceasta \u00eenseamn\u0103 o nou\u0103 angajare \u0219i noi cheltuieli. Prin urmare, trebuie s\u0103 face\u021bi tot posibilul pentru a face activitatea serviciului de suport pur \u0219i simplu de prim\u0103 clas\u0103 \u2014 chiar dac\u0103 este vorba de o echip\u0103 de studen\u021bi neexperimenta\u021bi.\u00a0<\/p>\n<p><b>Elabora\u021bi un ghid pentru servicii clien\u021bi.<\/b> Acesta nu ar trebui, sub nicio form\u0103, s\u0103 fie un regulament formal, ci un document complet, clar, scris \u00eentr-un limbaj accesibil, care s\u0103 reflecte principalele responsabilit\u0103\u021bi ale angaja\u021bilor, responsabilit\u0103\u021bile secundare (zonele \u00een care ace\u0219tia pot prelua responsabilitatea), rutele de contact \u00een cadrul companiilor, procedurile de solicitare, descrierea software-ului utilizat, cele mai frecvente cazuri de solicit\u0103ri, stilul de comunicare etc. (setul complet depinde de afacere).\u00a0<\/p>\n<p><b>Alege\u021bi tehnologia pentru organizarea serviciului de suport. <\/b>Nu este nevoie s\u0103 complici \u0219i s\u0103 creezi sisteme elaborate bazate pe Jira, CRM sau un sistem ITSM, ci s\u0103 g\u0103se\u0219ti un software separat pentru suport care s\u0103 fie confortabil de utilizat (conceptul de confort include aici viteza, simplitatea \u0219i intui\u021bia utiliz\u0103rii la nivelul de \u201ete a\u0219ezi \u0219i \u00een 5 minute lucrezi\u201d). Ce beneficii aduce utilizarea unei astfel de aplica\u021bii?<\/p>\n<ul>\n<li>Clientul poate controla procesul care este legat de cererea sa: poate accesa contul s\u0103u personal \u0219i vede stadiul sarcinii, executorul, solicit\u0103rile, comentariile, op\u021bional \u2014 costul lucr\u0103rilor, \u00een cazul \u00een care acestea sunt pl\u0103tite. Acest lucru economise\u0219te timp \u0219i permite clientului s\u0103 se lini\u0219teasc\u0103.\n<\/li>\n<\/ul>\n<p>\n<img decoding=\"async\" alt=\"De ce ave\u021bi nevoie de un suport tehnic care nu ofer\u0103 suport?\" src=\"\/wp-content\/uploads\/2019\/10\/af7f7460dd48dd51784d167b407883df.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Iat\u0103 cum poate ar\u0103ta o cerere cu un formular setat \u2014 toate informa\u021biile sunt indicate \u00een c\u00e2mpurile necesare, inclusiv \u00een cele obligatorii. Interfa\u021ba <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Support<\/a><\/noindex><br \/>\n<img decoding=\"async\" alt=\"De ce ave\u021bi nevoie de un suport tehnic care nu ofer\u0103 suport?\" src=\"\/wp-content\/uploads\/2019\/10\/4b25927472b28c92cd14fe0faeac486e.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n\u00cenregistr\u0103ri vizibile \u0219i invizibile pentru clientul (care a creat cererea). Interfa\u021ba <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Support<\/a><\/noindex><\/i><\/p>\n<ul>\n<li>Un sistem de helpdesk este un sistem cu care nu trebuie s\u0103 vorbe\u0219ti, iar asta aduce avantaje semnificative: po\u021bi expune detaliat \u0219i clar problema, f\u0103r\u0103 a te \u00eencurca \u0219i f\u0103r\u0103 grab\u0103; formularul problemei permite s\u0103 \u00ee\u021bi reaminte\u0219ti toate detaliile semnificative; po\u021bi rezolva probleme acolo unde nu este confortabil s\u0103 vorbe\u0219ti etc.\n<\/li>\n<li>Fiecare angajat vede tot frontul de lucru \u0219i nu uit\u0103 nimic.\n<\/li>\n<li>Sistemul de helpdesk face comunicarea c\u00e2t mai personalizat\u0103, iar ast\u0103zi acest lucru este un factor semnificativ \u00een competi\u021bia non-pre\u021b. Cine este prieten cu clientul, acela are \u0219i venituri \ud83d\ude09\n<\/li>\n<\/ul>\n<p>\nTehnologia \u00een sine nu garanteaz\u0103 un serviciu ideal, dar \u00eembun\u0103t\u0103\u021be\u0219te semnificativ viteza \u0219i calitatea muncii serviciului de suport\/serviciului.<\/p>\n<p><b>M\u0103sura\u021bi! <\/b>Probabil cea mai mare gre\u0219eal\u0103 \u00een colaborarea cu serviciul de suport este ne\u00eendeplinirea evalu\u0103rii rezultatelor activit\u0103\u021bii. Este unul dintre cele mai m\u0103surabile departamente, cu metrici transparente: num\u0103rul de tichete, costul lucr\u0103rilor per tichet, satisfac\u021bia clien\u021bilor etc. M\u0103surarea indicatorilor ofer\u0103 posibilitatea de a evalua activitatea, de a recompensa, de a implementa un sistem de motiva\u021bie material\u0103 \u0219i nematerial\u0103, ceea ce \u00eenseamn\u0103 c\u0103 rela\u021biile cu inginerii de serviciu \u0219i angaja\u021bii de suport devin durabile. Din acest motiv, am implementat un sistem de cronometrare \u00een helpdesk-ul nostru. <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Support<\/a><\/noindex>.<\/p>\n<p><b class=\"spoiler_title\">Cum facem noi acest lucru<\/b>\u00cen <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Support<\/a><\/noindex> pute\u021bi urm\u0103ri costurile de munc\u0103 ale operatorilor \u0219i altor speciali\u0219ti, precum \u0219i s\u0103 le monetiza\u021bi printr-un clasificator al categoriilor de lucr\u0103ri (lista de pre\u021buri pentru servicii). Sistemul permite \u00eenregistrarea at\u00e2t a lucr\u0103rilor pl\u0103tite, c\u00e2t \u0219i a celor gratuite, pe baza banilor \u0219i normelor-or\u0103.<\/p>\n<p>Prin raportul de costuri cu for\u021ba de munc\u0103, la \u00eencheierea perioadei de raportare (s\u0103pt\u0103m\u00e2n\u0103, lun\u0103, ...), sunt colectate date sumare despre for\u021ba de munc\u0103, pe baza c\u0103rora se pot emite facturi \u0219i se poate realiza analiz\u0103 pe segmente, clien\u021bi, operatori \u0219i perioade de timp.<\/p>\n<p><img decoding=\"async\" alt=\"De ce ave\u021bi nevoie de un suport tehnic care nu ofer\u0103 suport?\" src=\"\/wp-content\/uploads\/2019\/10\/384452246998ea11355ed9b5a4e7949f.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Panoul de \u00eenregistrare a volumului de munc\u0103 \u00een ZEDLine Support<\/i><\/p>\n<p>Dar, desigur, nu exist\u0103 nimic mai r\u0103u dec\u00e2t absen\u021ba oric\u0103rei asisten\u021be tehnice\/serviciu \u00een cadrul companiei. Multe companii au un sistem rigid \u0219i birocratic de gestionare a rela\u021biilor cu clien\u021bii, acord\u00e2nd pu\u021bin\u0103 aten\u021bie \u00eentre\u021binerii \u0219i serviciilor. Mai mult, chiar \u0219i companiile de service reu\u0219esc s\u0103 men\u021bin\u0103 clien\u021bi la un nivel extrem de sc\u0103zut: cu sarcini uitate, \u00eent\u00e2rziate \u0219i cereri pierdute. Prieteni, anul 2020 se apropie, clien\u021bii vo\u0219tri sunt s\u0103tui de marketing \u0219i v\u00e2nz\u0103ri, este greu s\u0103 \u00eei surprinde\u021bi \u0219i s\u0103 \u00eei atrage\u021bi, dar cel mai dificil \u0219i costisitor este s\u0103 \u00eei p\u0103stra\u021bi. Serviciul de suport, asisten\u021ba, ajutorul, oricum le-a\u021bi numi, reprezint\u0103 noua coloan\u0103 de sprijin a companiei \u00een \u00eencercarea de a lupta pentru loialitatea clien\u021bilor. A\u0219adar, s\u0103 oferim mai mult\u0103 aten\u021bie celor din suport, s\u0103 automatiz\u0103m \u0219i s\u0103 simplific\u0103m munca lor, pentru ca clien\u021bii s\u0103 fie mul\u021bumi\u021bi \u0219i fideli, iar afacerea dumneavoastr\u0103 s\u0103 ating\u0103 noi culmi!<br \/>\n<br \/>Sursa: <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, 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