{"id":2111,"date":"2020-08-17T17:25:26","date_gmt":"2020-08-17T14:25:26","guid":{"rendered":"https:\/\/www.nav.ro\/blog\/?p=2111"},"modified":"2020-08-17T17:25:26","modified_gmt":"2020-08-17T14:25:26","slug":"care-este-diferenta-dintre-serviciul-pentru-clienti-relatii-cu-clientii-si-asistenta-pentru-clienti","status":"publish","type":"post","link":"https:\/\/www.nav.ro\/blog\/care-este-diferenta-dintre-serviciul-pentru-clienti-relatii-cu-clientii-si-asistenta-pentru-clienti\/","title":{"rendered":"Care este diferen\u021ba dintre serviciul pentru clien\u021bi rela\u021bii cu clien\u021bii \u0219i asisten\u021ba pentru clien\u021bi"},"content":{"rendered":"\n

Care este diferen\u021ba dintre serviciul pentru clien\u021bi (rela\u021bii cu clien\u021bii) \u0219i asisten\u021ba pentru clien\u021bi (asisten\u021ba tehnic\u0103\/suport tehnic).<\/h2>\n\n\n\n

Nu sunt acela\u0219i lucru? Chiar \u0219i exper\u021bii pot avea o perioad\u0103 dificil\u0103 de a diferen\u021bia \u00eentre serviciul pentru clien\u021bi \u0219i asisten\u021ba pentru clien\u021bi. Dar este esen\u021bial s\u0103 ai dreptate dac\u0103 e\u0219ti serios \u00een a oferi clien\u021bilor t\u0103i cea mai bun\u0103 experien\u021b\u0103 posibil\u0103. Pentru majoritatea companiilor, va exista o suprapunere \u00eentre cele dou\u0103, unde o echip\u0103 de asisten\u021b\u0103 a clien\u021bilor va fi la \u00eendem\u00e2n\u0103 pentru a rezolva o problem\u0103 tehnic\u0103 pe termen scurt, \u00een timp ce serviciul de rela\u021bii cu clien\u021bii este \u00eens\u0103rcinat s\u0103 construiasc\u0103 rela\u021bii \u0219i parteneriate de lung\u0103 durat\u0103.<\/p>\n\n\n\n

Cele mai multe companii de succes vor fi de acord c\u0103 una dintre cele mai bune modalit\u0103\u021bi de a oferi sprijin clien\u021bilor este nu numai s\u0103 oferi\u021bi asisten\u021b\u0103 tehnic\u0103 excelent\u0103, ci \u0219i s\u0103 v\u0103 concentra\u021bi pe serviciul de rela\u021bii cu clien\u021bii. Acest lucru dep\u0103\u0219e\u0219te rezolvarea problemei \u0219i se extinde la ad\u0103ugarea elementului uman, cum ar fi o continuare sau un sfat suplimentar care va sus\u021bine clientul sa mearg\u0103 \u00eenainte. \u0218i \u00eempreun\u0103, asisten\u021ba tehnic\u0103 pentru clien\u021bi \u0219i serviciul de rela\u021bii cu clien\u021bii pot fi ceea ce \u00eei convinge pe acestia s\u0103-\u0219i aleag\u0103 compania cu care vor colabora.<\/p>\n\n\n\n

Ce este suportul clien\u021bilor?<\/h2>\n\n\n\n

Asisten\u021ba clien\u021bilor sunt serviciile pe care le oferim pentru a ne ajuta clien\u021bii s\u0103 ob\u021bin\u0103 o utilizare \u0219i func\u021bionalitate optime din produsul sau serviciul oferit. Aceasta poate varia de la alegeri de cump\u0103rare, instruire, instalare p\u00e2n\u0103 la \u00eentre\u021binere \u0219i orice depanare. Un alt mod de a-l g\u00e2ndi este suportul tehnic.<\/p>\n\n\n\n

Echipa noastr\u0103 de asisten\u021b\u0103 tehnic\u0103<\/a> este expert\u0103 \u00een produsele \u0219i serviciile pe care le oferim \u0219i, prin urmare, necesit\u0103 o expertiz\u0103 tehnic\u0103 profund\u0103, al\u0103turi de abilit\u0103\u021bile operatorilor, pentru a se angaja eficient cu clien\u021bii \u0219i a-i orienta c\u0103tre o solu\u021bie. Procesul \u00eencepe atunci c\u00e2nd un client ni se adreseaz\u0103 – fie printr-un apel, prin e-mail sau printr-un tichet de suport. Procesul poate fi considerat finalizat atunci c\u00e2nd clientul este mul\u021bumit de sprijinul primit.<\/p>\n\n\n\n

\u00cen general, nu este un moment pentru a \u00eempinge produse sau servicii noi, dar o experien\u021b\u0103 bun\u0103 poate fi o oportunitate pentru conversa\u021bii ulterioare.<\/p>\n\n\n\n

Ce este serviciul de rela\u021bii cu clien\u021bii?<\/h2>\n\n\n\n

Acesta este un termen care acoper\u0103 toate interac\u021biunile cu clien\u021bii, iar obiectivul general este de a \u00eembun\u0103t\u0103\u021bi experien\u021ba clien\u021bilor \u00een companie \u0219i de a le oferi servicii (iar asisten\u021ba tehnic\u0103 pentru clien\u021bi este doar o alt\u0103 parte din aceasta).<\/p>\n\n\n\n

Prin urmare, serviciul de rela\u021bii cu clien\u021bii dep\u0103\u0219e\u0219te cu mult direc\u021bia clien\u021bilor c\u0103tre echipa de asisten\u021b\u0103 a companiei. Aceasta poate fi calea de urmat dac\u0103 clientul are o problem\u0103 specific\u0103 cu un anumit serviciu, dar ar putea \u00eensemna, de asemenea, ajutarea vizitatorilor site-ului sau clien\u021bilor noi prin livechat, educarea clien\u021bilor existen\u021bi, urm\u0103rirea comenzilor, r\u0103spunsul la \u00eentreb\u0103ri pe paginile de socializare \u0219i multe altele.<\/p>\n\n\n\n

Care sunt diferen\u021bele cheie?<\/h2>\n\n\n\n

Dac\u0103 nu sunte\u021bi \u00eenc\u0103 clar despre func\u021bii, iat\u0103 cum pute\u021bi identifica unele dintre diferen\u021bele cheie dintre serviciul de asisten\u021b\u0103 tehnic\u0103 pentru clien\u021bi \u0219i serviciul de rela\u021bii cu clien\u021bii:<\/p>\n\n\n\n

Asisten\u021ba clien\u021bilor ofer\u0103 asisten\u021b\u0103 tehnic\u0103 \u0219i depanare \u00een cazul \u00een care \u00eei ajut\u0103m pe clien\u021bi s\u0103 ob\u021bin\u0103 mai mult\u0103 valoare din produsele sau serviciile pe care le-au achizi\u021bionat.
Asisten\u021ba clien\u021bilor este orientat\u0103 spre afaceri \u0219i are \u00een vedere \u00een principal func\u021bionarea corespunz\u0103toare a produsului sau serviciului, unde serviciul de rela\u021bii cu clien\u021bii este orientat c\u0103tre client \u0219i preocupat de satisfac\u021bia clien\u021bilor.
Asisten\u021ba clien\u021bilor este un r\u0103spuns reactiv la \u00eentrebarea unui client atunci c\u00e2nd are o problem\u0103, \u00een care serviciul de rela\u021bii cu clien\u021bii este pro-activ, ghid\u00e2nd clientul \u00een c\u0103l\u0103toria cu compania.
Asisten\u021ba pentru clien\u021bi combin\u0103 cuno\u0219tin\u021bele despre produs sau serviciu cu abilit\u0103\u021bi soft, unde serviciul de rela\u021bii cu clien\u021bii folose\u0219te soft (\u0219i va face referire dac\u0103 este nevoie de asisten\u021b\u0103 tehnic\u0103 pentru clien\u021bi).<\/p>\n\n\n\n

Concentrarea pe sinergiile dintre servicii \u0219i asisten\u021b\u0103 pentru clien\u021bi
At\u00e2t asisten\u021ba pentru clien\u021bi, c\u00e2t \u0219i serviciul de rela\u021bii cu clien\u021bii sunt esen\u021biale pentru construirea \u0219i men\u021binerea rela\u021biilor cu clien\u021bii pe termen lung \u0219i vor duce la \u00eembun\u0103t\u0103\u021birea loialit\u0103\u021bii, p\u0103str\u0103rii \u0219i, \u00een final, a veniturilor. Pentru \u00eentreprinderile care se concentreaz\u0103 pe aceste dou\u0103 domenii, exist\u0103 recompense bogate. O cre\u0219tere a reten\u021biei clien\u021bilor cu 5% poate cre\u0219te profiturile \u00eentre 25% \u0219i 95%. A\u0219adar, dac\u0103 o afacere poate oferi ambele, acestea sunt plasate ideal pentru a ob\u021bine un avantaj fa\u021b\u0103 de concuren\u021bi, oferind o experien\u021b\u0103 superioar\u0103 clien\u021bilor.<\/p>\n\n\n\n

La prima vedere, acestea par similare, deoarece ambele se concentreaz\u0103 pe ajutorul clien\u021bilor \u0219i folosesc instrumente similare, precum e-mail, chat \u0219i telefon. \u00cens\u0103 serviciul de rela\u021bii cu clien\u021bii este termenul-cadru, iar asisten\u021ba clien\u021bilor formeaz\u0103 unul dintre rolurile cruciale ale acestuia. Pe m\u0103sur\u0103 ce peisajul de afaceri continu\u0103 s\u0103 evolueze \u0219i devine din ce \u00een ce mai competitiv, \u00een\u021belegerea acestor dou\u0103 func\u021bii \u0219i modul \u00een care interac\u021bioneaz\u0103 va juca un rol important \u00een rentabilitatea companiei.<\/p>\n","protected":false},"excerpt":{"rendered":"

Care este diferen\u021ba dintre serviciul pentru clien\u021bi (rela\u021bii cu clien\u021bii) \u0219i asisten\u021ba pentru clien\u021bi (asisten\u021ba tehnic\u0103\/suport tehnic). Nu sunt acela\u0219i lucru? Chiar \u0219i exper\u021bii pot avea o perioad\u0103 dificil\u0103 de a diferen\u021bia \u00eentre serviciul pentru clien\u021bi \u0219i asisten\u021ba pentru clien\u021bi. Dar este esen\u021bial s\u0103 ai dreptate dac\u0103 e\u0219ti serios \u00een a oferi clien\u021bilor t\u0103i cea<\/p>\n","protected":false},"author":1,"featured_media":2113,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[153,155],"tags":[272,269,271,270],"class_list":["post-2111","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-client","category-info","tag-asistenta-clienti","tag-asistenta-tehnica","tag-relatii-cu-clientii","tag-suport-tehnic"],"yoast_head":"\nCare este diferen\u021ba dintre serviciul pentru clien\u021bi rela\u021bii cu clien\u021bii \u0219i asisten\u021ba pentru clien\u021bi - NAV.RO Blog<\/title>\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.nav.ro\/blog\/care-este-diferenta-dintre-serviciul-pentru-clienti-relatii-cu-clientii-si-asistenta-pentru-clienti\/\" \/>\n<meta property=\"og:locale\" content=\"ro_RO\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Care este diferen\u021ba dintre serviciul pentru clien\u021bi rela\u021bii cu clien\u021bii \u0219i asisten\u021ba pentru clien\u021bi - NAV.RO Blog\" \/>\n<meta property=\"og:description\" content=\"Care este diferen\u021ba dintre serviciul pentru clien\u021bi (rela\u021bii cu clien\u021bii) \u0219i asisten\u021ba pentru clien\u021bi (asisten\u021ba tehnic\u0103\/suport tehnic). 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