{"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":"kunden-service-innovation-bringt-druck-woche-auszeichnung-erfolg","status":"publish","type":"post","link":"https:\/\/www.solopress.com\/blog\/de\/solopress-news\/customer-service-innovation-brings-print-week-award-success\/","title":{"rendered":"Innovation im Kundenservice bringt Erfolg beim Print Week Award"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div><p><span style=\"font-weight: 400;\">Im vergangenen Jahr haben wir uns auf den Kundenservice konzentriert und einige innovative \u00c4nderungen vorgenommen, die sowohl in der Branche als auch bei unseren Kunden Anerkennung gefunden haben.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Positive Ver\u00e4nderungen in der Struktur unseres Kundendienstteams und der Anzahl der Mitarbeiter haben zu beeindruckenden Verbesserungen bei allen Kennzahlen gef\u00fchrt, die wir zur Messung unserer Leistung verwenden.<\/span><\/p>\n<h2><strong>Anerkennung von Branchenexperten und Kunden gleicherma\u00dfen<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Aber nicht nur Solopress hat diese Verbesserung festgestellt. Auf der 2023 <a href=\"https:\/\/www.printweekawards.com\/\">Auszeichnungen der Print Week<\/a>In der Kategorie \"Kundenservice-Team des Jahres in einem Gro\u00dfunternehmen\" erhielten wir eine hohe Auszeichnung. Die Jury bestand aus einer Reihe von Druckbeschaffungsmanagern gro\u00dfer Unternehmen. Das sind Leute, die die Bedeutung von Service im Druckbereich wirklich zu sch\u00e4tzen wissen, daher war es wirklich eine Ehre, bei der Preisverleihung anerkannt zu werden. <\/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;\">Dar\u00fcber hinaus haben unsere Kunden uns weiterhin gelobt \u00fcber <a href=\"http:\/\/www.trustpilot.com\" target=\"_blank\" rel=\"noopener\">Trustpilot.de<\/a>. Wir haben jetzt mehr als 27.500 F\u00fcnf-Sterne-Bewertungen, mit einer \"ausgezeichneten\" Durchschnittsbewertung von 4,7 von 5. Das ist ein Anstieg gegen\u00fcber 4,6 im letzten Jahr.<\/span><\/p>\n<h2><strong>Bilanz der Leistungen<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Wie ist es uns also gelungen, unseren bereits sehr guten Kundenservice noch weiter zu verbessern? Lassen Sie uns zun\u00e4chst einmal unsere Erfolge zusammenfassen:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u00dcber <\/span><b>27,500<\/b> <b>5-Sterne<\/b><span style=\"font-weight: 400;\"> Trustpilot-Bewertungen.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Eine <\/span><b>\"ausgezeichnet\" 4,7<\/b><span style=\"font-weight: 400;\"> Sterne aus insgesamt \u00fcber <\/span><b>32,000 <\/b><span style=\"font-weight: 400;\">Bewertungen.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>181% Anstieg <\/b><span style=\"font-weight: 400;\">der bearbeiteten Anrufe im Vergleich zu den vorangegangenen 12 Monaten.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>135% Anstieg<\/b><span style=\"font-weight: 400;\"> der gel\u00f6sten Anrufe im Vergleich zu den vorangegangenen 12 Monaten.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Beanstandungen <\/span><b>nach unten 37.5%<\/b><span style=\"font-weight: 400;\"> im Vergleich zu den Werten vor dem Covid.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Nachdrucke <\/span><b>nach unten 41.2%<\/b><span style=\"font-weight: 400;\"> Jahr f\u00fcr Jahr.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reaktionszeiten <\/span><b>unten 23% <\/b><span style=\"font-weight: 400;\">Jahr f\u00fcr Jahr<\/span><b>.<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>10 <\/b><span style=\"font-weight: 400;\">Vollzeit-Teammitglieder hinzugef\u00fcgt.<\/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>Neue Rekruten<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">W\u00e4hrend der Pandemie waren wir gezwungen, unsere Belegschaft zu reduzieren. Dies schr\u00e4nkte zwangsl\u00e4ufig unsere F\u00e4higkeit ein, einen hervorragenden Kundenservice zu bieten.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Im Jahr 2022 haben wir jedoch zehn neue Vollzeit-Kundendienstmitarbeiter eingestellt, um diese Kapazit\u00e4ten zu verst\u00e4rken.<\/span><\/p>\n<h2><b>Team-Taktik<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Unser Kundendienst ist in drei Teams aufgeteilt: Gelb und Magenta sowie das Solopro-Team, das sich um Unternehmen k\u00fcmmert, die ein hohes Druckvolumen ben\u00f6tigen.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Durch diese Aufteilung wird die Anzahl der Berater, mit denen ein Kunde sprechen kann, verringert und die pers\u00f6nliche Beziehung gef\u00f6rdert. Es hat sich gezeigt, dass es eine gute M\u00f6glichkeit ist, den pers\u00f6nlichen Ansatz einer kleineren Organisation beizubehalten und gleichzeitig die Kapazit\u00e4t des Kundendienstes als Ganzes zu erh\u00f6hen.<\/span><\/p>\n<h2><b>In einer Rolle<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Auch die Rollen innerhalb dieser Teams wurden innovativ umstrukturiert. Durch die Einf\u00fchrung von sechs Account-Manager-Rollen in Gelb und Magenta k\u00f6nnen wir den Kunden, die sie ben\u00f6tigen, spezielle Account-Manager zuweisen.<\/span><\/p>\n<p>Die \u00fcbrigen Teams bestehen aus Spezialisten in den Bereichen Design, Anliegen, Vertrieb und Druckvorlagenkontrolle. Diese neuen Rollen geben den Teammitgliedern ein Gef\u00fchl von Verantwortung und Zielsetzung, was sich messbar auf die Kundenerfahrung ausgewirkt hat.<\/p>\n<h2><b>Klare Linien der Kommunikation<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Wir werden jetzt besser als je zuvor durch Technologie unterst\u00fctzt. Nach der erfolgreichen Einf\u00fchrung unseres Chatbots im Juli 2021 haben wir ein neues Telefonsystem eingef\u00fchrt. Das automatisierte System, das im Februar 2022 eingef\u00fchrt wurde, leitet die Kunden schnell und pr\u00e4zise an den entsprechenden Spezialisten weiter. Au\u00dferdem geben wir unseren Kunden Direktnummern f\u00fcr einen schnellen und einfachen Zugang zu den ihnen zugewiesenen Kundenbetreuern.<\/span><\/p>\n<h2><b>Unsere wertvollste 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;\">Wir sind davon \u00fcberzeugt, dass die Mitarbeiter die Herausforderung annehmen werden, wenn man ihnen die Werkzeuge, die Struktur und das Umfeld bietet, die sie f\u00fcr eine gute Arbeit ben\u00f6tigen. Unser Kundendienstteam hat dies in den letzten 12 Monaten nicht nur bewiesen, sondern unsere Erwartungen \u00fcbertroffen. Die Bereitschaft des Teams, diese neuen Praktiken zu \u00fcbernehmen, und seine Entschlossenheit, sie in die Tat umzusetzen, haben sich in jeder Kennzahl niedergeschlagen, mit der wir unsere Kundendienstleistung messen.<\/span><\/p>\n<p><strong>Wenn Sie einen f\u00fcnfstelligen Betrag oder mehr pro Jahr f\u00fcr Drucksachen ausgeben, k\u00f6nnen Sie als Solopro-Kunde einen Service erhalten, der besser auf Ihre Bed\u00fcrfnisse zugeschnitten ist. Sie k\u00f6nnen herausfinden, ob Sie f\u00fcr unseren abonnementfreien Service in Frage kommen, indem Sie die <a href=\"https:\/\/www.solopress.com\/blog\/de\/solopro\/\" target=\"_blank\" rel=\"noopener\">eigene Solopro-Seite<\/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\/de\/solopress-nachrichten\/kunden-service-innovation-bringt-druck-woche-auszeichnung-erfolg\/\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Success: Print Week Awards 2023 - 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