{"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":"la-innovacion-en-el-servicio-al-cliente-trae-el-exito-a-la-semana-de-los-premios","status":"publish","type":"post","link":"https:\/\/www.solopress.com\/blog\/es\/solopress-news\/customer-service-innovation-brings-print-week-award-success\/","title":{"rendered":"La innovaci\u00f3n en el servicio al cliente se traduce en el \u00e9xito de los premios de la Semana de la Impresi\u00f3n"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div><p><span style=\"font-weight: 400;\">El a\u00f1o pasado nos centramos en el servicio al cliente con algunos cambios innovadores que han merecido el reconocimiento de nuestro sector y de nuestros clientes.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Los cambios positivos en la estructura y el personal de nuestro Equipo de Atenci\u00f3n al Cliente han dado lugar a mejoras impresionantes en todos los par\u00e1metros que utilizamos para medir nuestro rendimiento.<\/span><\/p>\n<h2><strong>Reconocimiento de expertos del sector y clientes<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Pero no s\u00f3lo Solopress ha notado esta mejora. En la 2023 <a href=\"https:\/\/www.printweekawards.com\/\">Premios de la Semana de la Imprenta<\/a>en la categor\u00eda de Equipo de Atenci\u00f3n al Cliente del A\u00f1o en una Gran Empresa. El jurado estaba compuesto por varios responsables de compras de impresi\u00f3n de grandes organizaciones. Se trata de personas que aprecian realmente la importancia del servicio en la impresi\u00f3n, por lo que fue un verdadero honor recibir el reconocimiento en los premios. <\/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;\">Adem\u00e1s, nuestros clientes han seguido elogi\u00e1ndonos a trav\u00e9s de <a href=\"http:\/\/www.trustpilot.com\" target=\"_blank\" rel=\"noopener\">Trustpilot.com<\/a>. Ahora tenemos m\u00e1s de 27.500 opiniones de cinco estrellas, con una calificaci\u00f3n media de \"excelente\" de 4,7 sobre 5. Esta cifra es superior a la del a\u00f1o pasado, que fue de 4,6. Una cifra superior al 4,6 del a\u00f1o pasado.<\/span><\/p>\n<h2><strong>Historial de logros<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">\u00bfC\u00f3mo hemos conseguido mejorar un servicio al cliente que ya era excelente? En primer lugar, resumamos nuestros logros:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">En <\/span><b>27,500<\/b> <b>5 estrellas<\/b><span style=\"font-weight: 400;\"> Rese\u00f1as de Trustpilot.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">En <\/span><b>\"excelente\" 4,7<\/b><span style=\"font-weight: 400;\"> estrellas de un total de m\u00e1s de <\/span><b>32,000 <\/b><span style=\"font-weight: 400;\">revisiones.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>181% subida <\/b><span style=\"font-weight: 400;\">en llamadas atendidas frente a los 12 meses anteriores.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Aumento 135%<\/b><span style=\"font-weight: 400;\"> en llamadas resueltas frente a los 12 meses anteriores.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Quejas <\/span><b>abajo 37.5%<\/b><span style=\"font-weight: 400;\"> frente a los niveles precov\u00eddicos.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reimpresiones <\/span><b>abajo 41.2%<\/b><span style=\"font-weight: 400;\"> a\u00f1o tras a\u00f1o.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Tiempos de respuesta <\/span><b>abajo 23% <\/b><span style=\"font-weight: 400;\">a\u00f1o tras a\u00f1o<\/span><b>.<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>10 <\/b><span style=\"font-weight: 400;\">Miembros del equipo a tiempo completo a\u00f1adidos.<\/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>Nuevos reclutas<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Durante la pandemia, nos vimos obligados a reducir nuestra plantilla. Esto limit\u00f3 inevitablemente nuestra capacidad de ofrecer un servicio al cliente excepcional.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sin embargo, en 2022 contratamos a diez nuevos miembros del Equipo de Atenci\u00f3n al Cliente a tiempo completo para reforzar esa capacidad.<\/span><\/p>\n<h2><b>T\u00e1cticas de equipo<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Nuestro Servicio de Atenci\u00f3n al Cliente est\u00e1 dividido en tres equipos: Yellow y Magenta, m\u00e1s el equipo Solopro que atiende a empresas que dependen de un gran volumen de impresi\u00f3n.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Esta divisi\u00f3n reduce el n\u00famero de asesores con los que puede hablar un cliente y fomenta las relaciones de t\u00fa a t\u00fa. Ha demostrado ser una forma estupenda de mantener el enfoque personal de una organizaci\u00f3n m\u00e1s peque\u00f1a y, al mismo tiempo, aumentar la capacidad del Servicio de Atenci\u00f3n al Cliente en su conjunto.<\/span><\/p>\n<h2><b>Sobre un papel<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Las funciones dentro de estos equipos tambi\u00e9n han experimentado una reestructuraci\u00f3n innovadora. Con la introducci\u00f3n de seis puestos de gestor de cuentas en Yellow y Magenta, podemos asignar gestores de cuentas dedicados a los clientes que lo necesiten.<\/span><\/p>\n<p>Especialistas en Dise\u00f1o, Inquietudes, Ventas y Revisi\u00f3n Art\u00edstica componen el resto de los equipos. Estas nuevas funciones dan a los miembros del equipo un sentido de pertenencia y prop\u00f3sito que ha tenido un efecto mensurable en la experiencia del cliente.<\/p>\n<h2><b>L\u00edneas de comunicaci\u00f3n claras<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Ahora estamos mejor respaldados que nunca por la tecnolog\u00eda. Tras el exitoso lanzamiento de nuestro Chatbot en julio de 2021, seguimos con un nuevo sistema telef\u00f3nico. Lanzado en febrero de 2022, el sistema automatizado dirige a los clientes de forma r\u00e1pida y precisa al especialista adecuado. Tambi\u00e9n proporcionamos a los clientes n\u00fameros directos para un acceso r\u00e1pido y sencillo a sus gestores de cuenta asignados.<\/span><\/p>\n<h2><b>Nuestro recurso m\u00e1s preciado<\/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;\">Creemos que cuando se dota a las personas de las herramientas, la estructura y el entorno que necesitan para hacer un buen trabajo, estar\u00e1n a la altura del reto. Nuestro equipo de Atenci\u00f3n al Cliente no s\u00f3lo ha demostrado que esto es cierto en los \u00faltimos 12 meses, sino que ha superado nuestras expectativas. La voluntad del equipo de adoptar estas nuevas pr\u00e1cticas y su determinaci\u00f3n de hacer que funcionen se ha visto reflejada en todas las m\u00e9tricas con las que medimos el rendimiento de nuestro servicio de atenci\u00f3n al cliente.<\/span><\/p>\n<p><strong>Si gasta cinco cifras o m\u00e1s al a\u00f1o en impresi\u00f3n, convertirse en cliente de Solopro puede significar que recibir\u00e1 un servicio m\u00e1s adecuado a sus necesidades. Puede averiguar si puede optar a nuestro servicio gratuito de suscripci\u00f3n en la p\u00e1gina <a href=\"https:\/\/www.solopress.com\/blog\/es\/solopro\/\" target=\"_blank\" rel=\"noopener\">P\u00e1gina dedicada a Solopro<\/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\/es\/noticias-de-solopress\/la-innovacion-en-el-servicio-al-cliente-trae-el-exito-a-la-semana-de-los-premios\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Success: Print Week Awards 2023 - 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