יום שלישי, 29 באפריל 2014

"שלום, אנחנו מתקשרים בנוגע לציוץ שהשארת..."

מי מאיתנו לא מכיר את המצב שבו מתקשרים לשירות הלקוחות ובכל פעם מחדש מסבירים לנציג החדש שעונה את הבעיה שוב ושוב ושוב...?! יתכן ונמצא פיתרון.

Complain againt bad customer service

בתקופתנו כשהרשתות החברתיות והטלפונים החכמים כל כך דומיננטים בחיינו, חברות החלו להבין כי על מנת לתת שירות טוב יותר עליהם לפתח מערכת רב ערוצית לתקשורת עם הלקוחות.
הלקוח יכול להגיב לחברה בפייסבוק, להמשיך לדבר עם נציגת שירות הלקוחות בטלפון ועל המערכת לזהות פניות אלו כאל פניה אחת, כלומר להיות מסונכרנת באופן רציף. כך יוכלו החברות ללמוד על חווית המשתמש של הלקוח ולנסות להתאים לו פתרון שיהיה נכון לו.

למעשה על הארגון לערוך אינטגרציה בין מערכות שונות ולבצע שינוי בתודעה הארגונית והניהולית. מדובר בשינוי ניהול תהליך הטיפול בלקוח והתחשבות בכל צורת התקשורת שבו הוא נוקט: במידה והוא מצייץ תגובה נזעמת על המוצר, איש שירות יוכל לקבל את המידע בזמן אמת וליצור איתו קשר באחד מנתיבי התקשורת ולנסות לפתור את הבעיה.

לקריאה נוספת בנושא.

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