{"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":"a-inovacao-do-servico-de-apoio-ao-cliente-e-responsavel-pelo-sucesso-dos-premios-da-semana-da-impressao","status":"publish","type":"post","link":"https:\/\/www.solopress.com\/blog\/pt-pt\/solopress-news\/customer-service-innovation-brings-print-week-award-success\/","title":{"rendered":"A inova\u00e7\u00e3o do servi\u00e7o ao cliente \u00e9 respons\u00e1vel pelo sucesso do Print Week Award"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div><p><span style=\"font-weight: 400;\">No \u00faltimo ano, concentr\u00e1mo-nos no servi\u00e7o ao cliente com algumas mudan\u00e7as inovadoras que atra\u00edram o reconhecimento do nosso sector e dos nossos clientes.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As mudan\u00e7as positivas na estrutura e no n\u00famero de efectivos da nossa equipa de servi\u00e7o ao cliente permitiram melhorias impressionantes em todos os indicadores que utilizamos para medir o nosso desempenho.<\/span><\/p>\n<h2><strong>Reconhecimento dos especialistas do sector e dos clientes<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Mas n\u00e3o foi s\u00f3 a Solopress que registou esta melhoria. Na edi\u00e7\u00e3o de 2023 <a href=\"https:\/\/www.printweekawards.com\/\">Pr\u00e9mios da Semana da Impress\u00e3o<\/a>A nossa empresa foi altamente recomendada na categoria de Equipa de Servi\u00e7o ao Cliente do Ano numa Grande Empresa. O painel de jurados inclu\u00eda v\u00e1rios directores de compras de impress\u00e3o de grandes organiza\u00e7\u00f5es. S\u00e3o pessoas que apreciam verdadeiramente a import\u00e2ncia do servi\u00e7o na impress\u00e3o, pelo que foi de facto uma honra ser reconhecido nos pr\u00e9mios. <\/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;\">Al\u00e9m disso, os nossos clientes continuam a elogiar-nos atrav\u00e9s de <a href=\"http:\/\/www.trustpilot.com\" target=\"_blank\" rel=\"noopener\">Trustpilot.com<\/a>. Atualmente, temos mais de 27.500 avalia\u00e7\u00f5es de cinco estrelas, com uma classifica\u00e7\u00e3o m\u00e9dia de \"excelente\" de 4,7 em 5. Este valor \u00e9 superior aos 4,6 do ano passado.<\/span><\/p>\n<h2><strong>Registo de realiza\u00e7\u00f5es<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Ent\u00e3o, como \u00e9 que conseguimos melhorar um registo de servi\u00e7o ao cliente que j\u00e1 era forte? Em primeiro lugar, vamos resumir as nossas realiza\u00e7\u00f5es:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Sobre <\/span><b>27,500<\/b> <b>5 estrelas<\/b><span style=\"font-weight: 400;\"> Avalia\u00e7\u00f5es da Trustpilot.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Um <\/span><b>\"excelente\" 4,7<\/b><span style=\"font-weight: 400;\"> estrelas de um total de mais de <\/span><b>32,000 <\/b><span style=\"font-weight: 400;\">coment\u00e1rios.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>181% subir <\/b><span style=\"font-weight: 400;\">nas chamadas tratadas em compara\u00e7\u00e3o com os 12 meses anteriores.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>135% subir<\/b><span style=\"font-weight: 400;\"> em chamadas resolvidas em compara\u00e7\u00e3o com os 12 meses anteriores.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Queixas <\/span><b>para baixo 37.5%<\/b><span style=\"font-weight: 400;\"> em rela\u00e7\u00e3o aos n\u00edveis pr\u00e9-covid.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reimpress\u00f5es <\/span><b>para baixo 41.2%<\/b><span style=\"font-weight: 400;\"> ano ap\u00f3s ano.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Tempos de resposta <\/span><b>para baixo 23% <\/b><span style=\"font-weight: 400;\">ano ap\u00f3s ano<\/span><b>.<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>10 <\/b><span style=\"font-weight: 400;\">Membros da equipa a tempo inteiro adicionados.<\/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>Novos recrutas<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Durante a pandemia, fomos obrigados a reduzir a nossa for\u00e7a de trabalho. Este facto limitou inevitavelmente a nossa capacidade de oferecer um servi\u00e7o de excel\u00eancia aos clientes.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">No entanto, em 2022, recrut\u00e1mos dez novos membros da equipa de servi\u00e7o ao cliente a tempo inteiro para refor\u00e7ar essa capacidade.<\/span><\/p>\n<h2><b>T\u00e1cticas de equipa<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">A nossa fun\u00e7\u00e3o de Servi\u00e7o ao Cliente est\u00e1 dividida em tr\u00eas equipas: Yellow e Magenta, mais a equipa Solopro que serve as empresas que dependem de um elevado volume de impress\u00e3o.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Esta divis\u00e3o reduz o n\u00famero de conselheiros com que um cliente pode falar, encorajando as rela\u00e7\u00f5es de um para um. \u00c9 uma excelente forma de manter a abordagem pessoal de uma organiza\u00e7\u00e3o mais pequena e, ao mesmo tempo, aumentar a capacidade da fun\u00e7\u00e3o de Servi\u00e7o ao Cliente como um todo.<\/span><\/p>\n<h2><b>Sobre um papel<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">As fun\u00e7\u00f5es dentro destas equipas tamb\u00e9m foram objeto de uma reestrutura\u00e7\u00e3o inovadora. Com a introdu\u00e7\u00e3o de seis fun\u00e7\u00f5es de gestor de conta em Amarelo e Magenta, podemos atribuir gestores de conta dedicados aos clientes que deles necessitem.<\/span><\/p>\n<p>Os especialistas em Design, Preocupa\u00e7\u00f5es, Vendas e Verifica\u00e7\u00e3o de Arte constituem o resto das equipas. Estas novas fun\u00e7\u00f5es d\u00e3o aos membros da equipa um sentido de propriedade e de objetivo que tem tido um efeito mensur\u00e1vel na experi\u00eancia do cliente.<\/p>\n<h2><b>Linhas de comunica\u00e7\u00e3o claras<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Estamos agora mais bem apoiados do que nunca pela tecnologia. Ap\u00f3s o lan\u00e7amento bem-sucedido do nosso Chatbot em julho de 2021, seguimos com um novo sistema telef\u00f3nico. Lan\u00e7ado em fevereiro de 2022, o sistema automatizado encaminha os clientes de forma r\u00e1pida e precisa para o especialista adequado. Tamb\u00e9m fornecemos aos clientes n\u00fameros directos para um acesso r\u00e1pido e f\u00e1cil aos gestores de conta que lhes foram atribu\u00eddos.<\/span><\/p>\n<h2><b>O nosso recurso mais precioso<\/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;\">Acreditamos que quando equipamos as pessoas com as ferramentas, a estrutura e o ambiente de que necessitam para fazer um bom trabalho, elas est\u00e3o \u00e0 altura do desafio. Nos \u00faltimos 12 meses, a nossa equipa de servi\u00e7o ao cliente n\u00e3o s\u00f3 provou que isto \u00e9 correto, como tamb\u00e9m excedeu as nossas expectativas. A vontade da equipa de adotar estas novas pr\u00e1ticas e a sua determina\u00e7\u00e3o em faz\u00ea-las funcionar reflectiu-se em todas as m\u00e9tricas pelas quais medimos o desempenho do nosso servi\u00e7o ao cliente.<\/span><\/p>\n<p><strong>Se gasta cinco d\u00edgitos ou mais por ano em impress\u00e3o, tornar-se um cliente Solopro pode significar que receber\u00e1 um servi\u00e7o mais adequado \u00e0s suas necessidades. Pode saber se se qualifica para o nosso servi\u00e7o sem assinatura na p\u00e1gina <a href=\"https:\/\/www.solopress.com\/blog\/pt-pt\/solopro\/\" target=\"_blank\" rel=\"noopener\">p\u00e1gina Solopro dedicada<\/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\/pt-pt\/solopress-news\/a-inovacao-do-servico-de-apoio-ao-cliente-e-responsavel-pelo-sucesso-dos-premios-da-semana-da-impressao\/\" \/>\n<meta property=\"og:locale\" content=\"pt_PT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Success: Print Week Awards 2023 - 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