{"id":73508,"date":"2023-03-07T08:15:50","date_gmt":"2023-03-07T08:15:50","guid":{"rendered":"https:\/\/www.solopress.com\/blog\/?p=73508"},"modified":"2023-03-07T15:44:54","modified_gmt":"2023-03-07T15:44:54","slug":"innovation-i-kundeservice-giver-succes-med-print-week-pris","status":"publish","type":"post","link":"https:\/\/www.solopress.com\/blog\/da\/solopress-news\/customer-service-innovation-brings-print-week-award-success\/","title":{"rendered":"Innovation inden for kundeservice giver succes med Print Week Award"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div><p><span style=\"font-weight: 400;\">I l\u00f8bet af det seneste \u00e5r har vi fokuseret p\u00e5 kundeservice med nogle innovative \u00e6ndringer, som har f\u00e5et anerkendelse fra b\u00e5de vores branche og vores kunder.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Positive \u00e6ndringer i vores kundeserviceteams struktur og antal medarbejdere har givet nogle imponerende forbedringer p\u00e5 tv\u00e6rs af alle de parametre, vi bruger til at m\u00e5le vores resultater.<\/span><\/p>\n<h2><strong>Anerkendelse fra b\u00e5de brancheeksperter og kunder<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Men det er ikke kun Solopress, der har bem\u00e6rket denne forbedring. P\u00e5 2023 <a href=\"https:\/\/www.printweekawards.com\/\">Print Week-priser<\/a>blev vi rost i kategorien \u00c5rets kundeserviceteam i en stor virksomhed. Dommerpanelet bestod af en r\u00e6kke indk\u00f8bschefer for print i store organisationer. Det er mennesker, der virkelig s\u00e6tter pris p\u00e5 vigtigheden af service inden for print, s\u00e5 det var virkelig en \u00e6re at blive anerkendt ved prisuddelingen. <\/span><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-73520 size-full\" src=\"https:\/\/www.solopress.com\/blog\/wp-content\/uploads\/2023\/03\/MicrosoftTeams-image-8.jpg\" alt=\"\" width=\"2480\" height=\"1367\" \/><span style=\"font-weight: 400;\">Desuden har vores kunder fortsat med at rose os via <a href=\"http:\/\/www.trustpilot.com\" target=\"_blank\" rel=\"noopener\">Trustpilot.com<\/a>. Vi har nu over 27.500 femstjernede anmeldelser med en \"fremragende\" gennemsnitsvurdering p\u00e5 4,7 ud af 5. Det er en stigning fra 4,6 sidste \u00e5r.<\/span><\/p>\n<h2><strong>Oversigt over resultater<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">S\u00e5 hvordan er det lykkedes os at forbedre en allerede st\u00e6rk kundeservice? Lad os f\u00f8rst opsummere vores resultater:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Over <\/span><b>27,500<\/b> <b>5-stjernet<\/b><span style=\"font-weight: 400;\"> Anmeldelser p\u00e5 Trustpilot.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">En <\/span><b>\"fremragende\" 4,7<\/b><span style=\"font-weight: 400;\"> stjerner fra i alt over <\/span><b>32,000 <\/b><span style=\"font-weight: 400;\">anmeldelser.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>181% stigning <\/b><span style=\"font-weight: 400;\">i h\u00e5ndterede opkald i forhold til de foreg\u00e5ende 12 m\u00e5neder.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>135% stigning<\/b><span style=\"font-weight: 400;\"> i l\u00f8ste opkald i forhold til de foreg\u00e5ende 12 m\u00e5neder.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Klager <\/span><b>ned 37.5%<\/b><span style=\"font-weight: 400;\"> i forhold til niveauet f\u00f8r covid.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Genoptryk <\/span><b>ned 41.2%<\/b><span style=\"font-weight: 400;\"> \u00e5r efter \u00e5r.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Svartider <\/span><b>ned 23% <\/b><span style=\"font-weight: 400;\">\u00e5r efter \u00e5r<\/span><b>.<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>10 <\/b><span style=\"font-weight: 400;\">fuldtidsansatte teammedlemmer tilf\u00f8jet.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-73514 aligncenter\" src=\"https:\/\/www.solopress.com\/blog\/wp-content\/uploads\/2023\/03\/Trustpilotlogo.jpeg\" alt=\"\" width=\"750\" height=\"422\" \/><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-73513 aligncenter\" src=\"https:\/\/www.solopress.com\/blog\/wp-content\/uploads\/2023\/03\/Screenshot-2023-03-06-at-14.00.43.png\" alt=\"\" width=\"506\" height=\"102\" \/><\/p>\n<h2><b>Nye rekrutter<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Under pandemien var vi tvunget til at reducere vores arbejdsstyrke. Det begr\u00e6nsede uundg\u00e5eligt vores evne til at tilbyde fremragende kundeservice.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Men i 2022 rekrutterede vi ti nye fuldtidsmedarbejdere i kundeserviceteamet for at styrke den kapacitet.<\/span><\/p>\n<h2><b>Holdets taktik<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Vores kundeservicefunktion er opdelt i tre teams: Yellow og Magenta samt Solopro-teamet, som betjener virksomheder, der er afh\u00e6ngige af en stor m\u00e6ngde print.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Denne opdeling reducerer antallet af r\u00e5dgivere, som en kunde kan tale med, og fremmer en-til-en-relationer. Det har vist sig at v\u00e6re en god m\u00e5de at bevare den personlige tilgang i en mindre organisation og samtidig \u00f8ge kapaciteten i kundeservicefunktionen som helhed.<\/span><\/p>\n<h2><b>P\u00e5 en rolle<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Rollerne i disse teams gennemgik ogs\u00e5 en innovativ omstrukturering. Ved at indf\u00f8re seks account manager-roller p\u00e5 tv\u00e6rs af Yellow og Magenta er vi i stand til at tildele dedikerede account managers til de kunder, der har brug for dem.<\/span><\/p>\n<p>Specialister i Design, Concerns, Sales og Artwork Checking udg\u00f8r resten af teamet. Disse nye roller giver teammedlemmerne en f\u00f8lelse af ejerskab og et form\u00e5l, som har haft en m\u00e5lbar effekt p\u00e5 kundeoplevelsen.<\/p>\n<h2><b>Klare linjer for kommunikation<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Vi er nu bedre underst\u00f8ttet end nogensinde f\u00f8r af teknologi. Efter den vellykkede lancering af vores chatbot i juli 2021 fulgte vi op med et nyt telefonsystem. Det automatiserede system, der blev lanceret i februar 2022, leder kunderne hurtigt og pr\u00e6cist til den rette specialist. Vi giver ogs\u00e5 kunderne direkte numre til hurtig og nem adgang til deres tildelte Account Managers.<\/span><\/p>\n<h2><b>Vores mest v\u00e6rdifulde ressource<\/b><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-73511 aligncenter\" src=\"https:\/\/www.solopress.com\/blog\/wp-content\/uploads\/2023\/03\/MicrosoftTeams-image-6.jpg\" alt=\"\" width=\"2016\" height=\"1512\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Vi tror p\u00e5, at n\u00e5r man giver folk de v\u00e6rkt\u00f8jer, den struktur og det milj\u00f8, de skal bruge for at g\u00f8re et godt stykke arbejde, s\u00e5 tager de udfordringen op. Vores kundeserviceteam har ikke kun bevist dette i de sidste 12 m\u00e5neder, de har ogs\u00e5 overg\u00e5et vores forventninger. Teamets vilje til at indf\u00f8re disse nye metoder og deres beslutsomhed om at f\u00e5 dem til at fungere har vist sig i alle de parametre, vi m\u00e5ler vores kundeserviceresultater p\u00e5.<\/span><\/p>\n<p><strong>Hvis du bruger et femcifret bel\u00f8b eller mere om \u00e5ret p\u00e5 print, kan det at blive kunde hos Solopro betyde, at du f\u00e5r en service, der passer bedre til dine behov. Du kan finde ud af, om du er kvalificeret til vores abonnementsfri service p\u00e5 <a href=\"https:\/\/www.solopress.com\/blog\/da\/solopro\/\" target=\"_blank\" rel=\"noopener\">dedikeret Solopro-side<\/a>.<\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>Over the past year, we\u2019ve focused on customer service with some innovative changes that have attracted recognition from our industry as well as our customers. Positive changes to our Customer Service Team structure and headcount have seen some impressive improvements across all the metrics we use to measure our performance. Recognition from industry experts and [&hellip;]<\/p>\n","protected":false},"author":134,"featured_media":73525,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"tdm_status":"","tdm_grid_status":"","footnotes":""},"categories":[550,551],"tags":[],"class_list":{"0":"post-73508","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-print-industry-news","8":"category-solopress-news"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Service Success: Print Week Awards 2023 - Solopress UK<\/title>\n<meta name=\"description\" content=\"Recent innovative changes to the way we provide customer service have attracted recognition from our industry and customers alike.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.solopress.com\/blog\/da\/solopress-nyheder-2\/innovation-i-kundeservice-giver-succes-med-print-week-pris\/\" \/>\n<meta property=\"og:locale\" content=\"da_DK\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Success: Print Week Awards 2023 - 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