{"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":"klantenservice-innovatie-zorgt-voor-succes-printweek-award","status":"publish","type":"post","link":"https:\/\/www.solopress.com\/blog\/nl\/solopress-news\/customer-service-innovation-brings-print-week-award-success\/","title":{"rendered":"Innovatie in klantenservice zorgt voor succes Print Week Award"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div><p><span style=\"font-weight: 400;\">Het afgelopen jaar hebben we ons gericht op klantenservice met een aantal innovatieve veranderingen die erkenning hebben gekregen van zowel onze branche als onze klanten.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Positieve veranderingen in de structuur van ons klantenserviceteam en in ons personeelsbestand hebben geleid tot een aantal indrukwekkende verbeteringen in alle statistieken die we gebruiken om onze prestaties te meten.<\/span><\/p>\n<h2><strong>Erkenning van zowel industrie-experts als klanten<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Maar niet alleen Solopress heeft deze verbetering opgemerkt. Op de 2023 <a href=\"https:\/\/www.printweekawards.com\/\">Print Week Awards<\/a>kregen we een eervolle vermelding in de categorie Customer Service Team van het Jaar in een Grote Onderneming. De jury bestond uit een aantal inkoopmanagers voor drukwerk van grote organisaties. Dit zijn mensen die het belang van service in drukwerk echt inzien, dus het was echt een eer om tijdens de awards erkend te worden. <\/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;\">Daarnaast zijn onze klanten ons blijven prijzen via <a href=\"http:\/\/www.trustpilot.com\" target=\"_blank\" rel=\"noopener\">Trustpilot.nl<\/a>. We hebben nu meer dan 27.500 vijfsterrenbeoordelingen, met een gemiddelde beoordeling \"uitstekend\" van 4,7 uit 5. Dat is een stijging ten opzichte van 4,6 vorig jaar.<\/span><\/p>\n<h2><strong>Overzicht van prestaties<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Hoe zijn we erin geslaagd om onze toch al sterke klantenservice te verbeteren? Laten we eerst onze prestaties samenvatten:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Meer dan <\/span><b>27,500<\/b> <b>5 sterren<\/b><span style=\"font-weight: 400;\"> Trustpilot beoordelingen.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Een <\/span><b>\"uitstekend\" 4.7<\/b><span style=\"font-weight: 400;\"> sterren uit een totaal van meer dan <\/span><b>32,000 <\/b><span style=\"font-weight: 400;\">beoordelingen.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>181% opkomst <\/b><span style=\"font-weight: 400;\">in afgehandelde gesprekken ten opzichte van de voorgaande 12 maanden.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>135% opkomst<\/b><span style=\"font-weight: 400;\"> in oproepen opgelost ten opzichte van de voorgaande 12 maanden.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Klachten <\/span><b>omlaag 37.5%<\/b><span style=\"font-weight: 400;\"> ten opzichte van pre-covidale niveaus.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Herhalingen <\/span><b>omlaag 41.2%<\/b><span style=\"font-weight: 400;\"> jaar na jaar.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reactietijden <\/span><b>dons 23% <\/b><span style=\"font-weight: 400;\">jaar na jaar<\/span><b>.<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>10 <\/b><span style=\"font-weight: 400;\">fulltime teamleden toegevoegd.<\/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>Nieuwe rekruten<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Tijdens de pandemie waren we gedwongen ons personeelsbestand in te krimpen. Dit beperkte onvermijdelijk onze capaciteit om uitstekende klantenservice te bieden.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In 2022 hebben we echter tien nieuwe fulltime Customer Service Team-leden aangenomen om die capaciteit te versterken.<\/span><\/p>\n<h2><b>Teamtactieken<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Onze Klantenservice is opgesplitst in drie teams: Yellow en Magenta, plus het Solopro-team dat bedrijven bedient die afhankelijk zijn van een hoog afdrukvolume.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Deze opsplitsing vermindert het aantal adviseurs dat een klant te spreken krijgt en stimuleert \u00e9\u00e9n-op-\u00e9\u00e9n relaties. Het is een geweldige manier gebleken om de persoonlijke benadering van een kleinere organisatie te behouden en tegelijkertijd de capaciteit van de Klantenservice als geheel te vergroten.<\/span><\/p>\n<h2><b>Op een rol<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">De rollen binnen deze teams hebben ook een innovatieve herstructurering ondergaan. Door zes accountmanagerfuncties te introduceren bij Yellow en Magenta, kunnen we speciale accountmanagers toewijzen aan klanten die daar behoefte aan hebben.<\/span><\/p>\n<p>Specialisten in Design, Concerns, Sales en Artwork Checking vormen de rest van de teams. Deze nieuwe rollen geven teamleden een gevoel van eigenaarschap en een doel dat een meetbaar effect heeft gehad op de klantervaring.<\/p>\n<h2><b>Duidelijke communicatielijnen<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">We worden nu beter dan ooit ondersteund door technologie. Na de succesvolle lancering van onze Chatbot in juli 2021 volgden we met een nieuw telefoonsysteem. Het geautomatiseerde systeem, dat in februari 2022 is gelanceerd, leidt klanten snel en accuraat door naar de juiste specialist. We voorzien klanten ook van directe nummers voor snelle en gemakkelijke toegang tot de aan hen toegewezen Account Managers.<\/span><\/p>\n<h2><b>Onze kostbaarste bron<\/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;\">Wij geloven dat als je mensen voorziet van de middelen, structuur en omgeving die ze nodig hebben om goed werk te leveren, ze de uitdaging zullen aangaan. Ons klantenserviceteam heeft de afgelopen 12 maanden niet alleen bewezen dat dit klopt, ze hebben onze verwachtingen overtroffen. De bereidheid van het team om deze nieuwe werkwijzen toe te passen en hun vastberadenheid om ze te laten werken is terug te zien in elke metriek waarmee we onze prestaties op het gebied van klantenservice meten.<\/span><\/p>\n<p><strong>Als je vijf cijfers of meer per jaar uitgeeft aan drukwerk, kun je door klant te worden van Solopro een service krijgen die beter aansluit bij je behoeften. U kunt uitzoeken of u in aanmerking komt voor onze abonnementsvrije service op de <a href=\"https:\/\/www.solopress.com\/blog\/nl\/solopro\/\" target=\"_blank\" rel=\"noopener\">speciale Solopro pagina<\/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\/nl\/nieuws-van-solopress\/klantenservice-innovatie-zorgt-voor-succes-printweek-award\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Success: Print Week Awards 2023 - 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