{"id":3975,"date":"2021-07-14T13:20:20","date_gmt":"2021-07-14T10:20:20","guid":{"rendered":"https:\/\/cloudfresh.com\/ua\/?p=3975"},"modified":"2026-04-27T15:36:35","modified_gmt":"2026-04-27T12:36:35","slug":"customer-support-how-to-improve-cx","status":"publish","type":"post","link":"https:\/\/cloudfresh.com\/cs\/blog\/zakaznicka-podpora-jak-vylepsit-cx\/","title":{"rendered":"Z\u00e1kaznick\u00e1 podpora: jak vylep\u0161it CX"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Statisticky 80% z\u00e1kazn\u00edk\u016f nebo u\u017eivatel\u016f slu\u017eeb p\u0159ejde k va\u0161\u00ed konkurenci po jedn\u00e9 \u0161patn\u00e9 zku\u0161enosti. To nen\u00ed p\u0159ekvapuj\u00edc\u00ed, proto\u017ee mnoz\u00ed z nich ji\u017e v\u011bd\u00ed, co p\u0159edstavuje dobr\u00fd servis, a budou to od va\u0161\u00ed spole\u010dnosti o\u010dek\u00e1vat.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Proto nyn\u00ed zjist\u00edme, co z\u00e1kazn\u00edci od va\u0161eho t\u00fdmu podpory o\u010dek\u00e1vaj\u00ed a jak tato o\u010dek\u00e1v\u00e1n\u00ed splnit a z\u00edskat si jejich d\u016fv\u011bru.<\/span><\/p>\n<p><b>Co va\u0161i z\u00e1kazn\u00edci cht\u011bj\u00ed<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Z nejz\u00e1kladn\u011bj\u0161\u00edch v\u011bc\u00ed, kter\u00e9 o\u010dek\u00e1v\u00e1 t\u00e9m\u011b\u0159 ka\u017ed\u00fd klient, lze zd\u016fraznit n\u00e1sleduj\u00edc\u00ed:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Ochrana a d\u016fv\u011brnost \u00fadaj\u016f;<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Schopnost po\u017e\u00e1dat o pomoc prost\u0159ednictv\u00edm r\u016fzn\u00fdch messenger\u016f;<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Jednoduch\u00e9 a rychl\u00e9 rozhran\u00ed;<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Personalizovan\u00fd p\u0159\u00edstup;<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Schopnost samostatn\u011b hledat odpov\u011bdi.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">B\u011bhem posledn\u00edch n\u011bkolika let se z\u00e1kaznick\u00e1 podpora stala vn\u00edmav\u011bj\u0161\u00ed, pru\u017en\u011bj\u0161\u00ed a loaj\u00e1ln\u00ed. Pokud spole\u010dnost poskytuje slu\u017eby na nejvy\u0161\u0161\u00ed \u00farovni, o\u010dek\u00e1vaj\u00ed klienti stejnou slu\u017ebu od jin\u00e9 spole\u010dnosti. Jako p\u0159\u00edklad se pod\u00edvejme na Uber.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Novou, aktualizovanou slu\u017ebou spole\u010dnosti byl jejich rychl\u00fd p\u0159\u00edjezd. V souladu s t\u00edm budou lid\u00e9 p\u0159i pou\u017e\u00edv\u00e1n\u00ed jin\u00fdch taxislu\u017eby o\u010dek\u00e1vat stejn\u011b rychlou slu\u017ebu a budou na\u0161tvan\u00ed, pokud nebudou odpov\u00eddat podobn\u00e9mu standardu. Proto je obrovsk\u00fdm d\u016fvodem sledovat aktualizace CX a v\u017edy si b\u00fdt v\u011bdomi toho, jak\u00e9 nov\u00e9 podn\u011bty m\u016f\u017eete z\u00e1kazn\u00edk\u016fm nab\u00eddnout.<\/span><\/p>\n<p><b>Rychl\u00e9 online transakce<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Dle ned\u00e1vn\u00e9 zpr\u00e1vy spole\u010dnosti Zendesk d\u00e1v\u00e1 65% z\u00e1kazn\u00edk\u016f p\u0159ednost spole\u010dnosti, kter\u00e1 zavedla rychl\u00e9 transakce. Chcete v\u011bd\u011bt, co opravdu cht\u011bj\u00ed va\u0161i z\u00e1kazn\u00edci? Sta\u010d\u00ed stisknout ikonu \u201eKoupit\u201c a do minuty vid\u00edte jejich n\u00e1kup. Mo\u017en\u00e1, \u017ee ve vzd\u00e1len\u00e9 budoucnosti bude takto fungovat doru\u010dovac\u00ed firma, ale prozat\u00edm byste m\u011bli proces platby co nejv\u00edce zjednodu\u0161it.<\/span><\/p>\n<p><b>Vysok\u00e1 odezva<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Dal\u0161\u00ed vlastnost\u00ed je, \u017ee z\u00e1kazn\u00edci up\u0159ednost\u0148uj\u00ed spole\u010dnosti, kter\u00e9 sd\u00edlej\u00ed sv\u00e9 \u017eivotn\u00ed hodnoty. \u010c\u00edsla podporuj\u00ed tuto teorii: 49% z\u00e1kazn\u00edk\u016f o\u010dek\u00e1v\u00e1 citliv\u011bj\u0161\u00ed podporu, 54% si vybere spole\u010dnosti podporuj\u00edc\u00ed rovnost a 63% z\u00e1kazn\u00edk\u016f si vybere slu\u017eby spole\u010dnosti se zv\u00fd\u0161enou spole\u010denskou odpov\u011bdnost\u00ed.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-3977\" src=\"https:\/\/cloudfresh.com\/wp-content\/uploads\/2021\/07\/Rabota-s-klyentamy-2.png\" alt=\"\" width=\"1370\" height=\"632\" srcset=\"https:\/\/cloudfresh.com\/wp-content\/uploads\/2021\/07\/Rabota-s-klyentamy-2.png 1370w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2021\/07\/Rabota-s-klyentamy-2-300x138.png 300w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2021\/07\/Rabota-s-klyentamy-2-768x354.png 768w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2021\/07\/Rabota-s-klyentamy-2-1024x472.png 1024w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2021\/07\/Rabota-s-klyentamy-2-600x277.png 600w\" sizes=\"(max-width: 1370px) 100vw, 1370px\" \/><\/p>\n<p><b>R\u016fzn\u00e9 kan\u00e1ly podpory<\/b><\/p>\n<p><span style=\"font-weight: 400;\">64% z\u00e1kazn\u00edk\u016f se pokusilo kontaktovat mana\u017eery prost\u0159ednictv\u00edm r\u016fzn\u00fdch kan\u00e1l\u016f podpory a pl\u00e1nuje je d\u00e1le vyu\u017e\u00edt. P\u0159edstavte si situaci, kdy va\u0161e spole\u010dnost poskytuje pomoc pouze prost\u0159ednictv\u00edm hork\u00e9 linky nebo e-mailu. Jak\u00e1 je \u0161ance, \u017ee z\u00e1kazn\u00edci po\u017e\u00e1daj\u00ed o pomoc, vzhledem k tomu, \u017ee 75% z nich jednodu\u0161e nerado mluv\u00ed po telefonu?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Je mnohem pohodln\u011bj\u0161\u00ed jednodu\u0161e kliknout na ikonu va\u0161\u00ed preferovan\u00e9 soci\u00e1ln\u00ed s\u00edt\u011b a v\u00e9st tam konverzaci, \u017ee? V roce 2020 se zv\u00fd\u0161ilo vyu\u017e\u00edv\u00e1n\u00ed soci\u00e1ln\u00edch s\u00edt\u00ed, jako jsou WhatsApp a Facebook Messenger, co\u017e tuto skute\u010dnost potvrzuje.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-3978\" src=\"https:\/\/cloudfresh.com\/wp-content\/uploads\/2021\/07\/Rabota-s-klyentamy-3.png\" alt=\"\" width=\"1194\" height=\"680\" srcset=\"https:\/\/cloudfresh.com\/wp-content\/uploads\/2021\/07\/Rabota-s-klyentamy-3.png 1194w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2021\/07\/Rabota-s-klyentamy-3-300x171.png 300w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2021\/07\/Rabota-s-klyentamy-3-768x437.png 768w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2021\/07\/Rabota-s-klyentamy-3-1024x583.png 1024w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2021\/07\/Rabota-s-klyentamy-3-600x342.png 600w\" sizes=\"(max-width: 1194px) 100vw, 1194px\" \/><\/p>\n<p><b>Tipy pro kvalitn\u00ed z\u00e1kaznick\u00fd servis<\/b><\/p>\n<p><span style=\"font-weight: 400;\">63% spole\u010dnost\u00ed nyn\u00ed potvrzuje skute\u010dnost, \u017ee z\u00e1kaznick\u00e1 podpora je opravdu d\u016fle\u017eit\u00fdm faktorem, kter\u00fd z\u00e1vis\u00ed na dal\u0161\u00edm udr\u017een\u00ed z\u00e1kazn\u00edk\u016f.<\/span><\/p>\n<ol>\n<li><span style=\"font-weight: 400;\">Integrujte v\u00edce kan\u00e1l\u016f podpory. Roz\u0161i\u0159te sv\u016fj t\u00fdm podpory, abyste mohli rychle poskytnout pomoc na jak\u00e9koli webov\u00e9 platform\u011b.<\/span><\/li>\n<li><span style=\"font-weight: 400;\"> P\u0159idejte samoobslu\u017en\u00e9 prost\u0159edky. Klienti miluj\u00ed, kdy\u017e mohou sami naj\u00edt odpov\u011bdi na sv\u00e9 ot\u00e1zky. Sta\u010d\u00ed tedy p\u0159idat znalostn\u00ed b\u00e1zi, sekci FAQ nebo nastavit robota. Nap\u0159\u00edklad AI p\u0159esm\u011bruje klienta na pot\u0159ebnou odpov\u011b\u010f bez zapojen\u00ed mana\u017eera.<\/span><\/li>\n<li><span style=\"font-weight: 400;\"> P\u0159idejte osobn\u00ed podporu. 75% d\u00e1v\u00e1 p\u0159ednost tomu, aby s n\u00edm bylo zach\u00e1zeno sp\u00ed\u0161e jako s osobou, ne\u017e jako s dal\u0161\u00edm z\u00e1kazn\u00edkem. Sou\u010dasn\u011b v\u0161ak d\u00e1vaj\u00ed p\u0159ednost tomu, aby spole\u010dnosti poskytovaly co nejm\u00e9n\u011b osobn\u00edch \u00fadaj\u016f. Jako kompromis nab\u00eddn\u011bte klientovi ochranu dat a transparentnost, kter\u00e1 vysv\u011btluje, pro\u010d to pot\u0159ebujete.<\/span><\/li>\n<li><span style=\"font-weight: 400;\"> Vylep\u0161ete sv\u016fj t\u00fdm podpory. Pravideln\u011b pos\u00edlejte sv\u00e9 mana\u017eery na \u0161kolen\u00ed a webin\u00e1\u0159e a nezapome\u0148te prov\u00e9st diagnostiku probl\u00e9m\u016f s podporou.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Nejlep\u0161\u00ed zp\u016fsob, jak si udr\u017eet z\u00e1kazn\u00edky, je b\u00fdt s nimi dobr\u00fdmi p\u0159\u00e1teli. Poskytujte pouze tu nejlep\u0161\u00ed podporu s platformou Zendesk. Po\u017e\u00e1dejte t\u00fdm Cloudfresh o dal\u0161\u00ed informace a pomoc s instalac\u00ed. T\u00fdm Cloudfresh je jedine\u010dn\u00fdm centrem odborn\u00fdch znalost\u00ed pro Google Cloud, Zendesk a Asana. U t\u011bchto produkt\u016f v\u00e1m m\u016f\u017eeme poskytnout n\u00e1sleduj\u00edc\u00ed slu\u017eby:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">P\u0159izp\u016fsoben\u00ed;<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Rozvoj;<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Integrace;<\/span><\/li>\n<li><span style=\"font-weight: 400;\">\u0160kolen\u00ed;<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Licence;<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Podpora.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Na\u0161i specialist\u00e9 v\u00e1m pomohou optimalizovat va\u0161i IT infrastrukturu, vyvinout integrace pro lep\u0161\u00ed interoperabilitu syst\u00e9mu a pomoci vytvo\u0159it zcela nov\u00e9 struktury a procesy pro va\u0161e t\u00fdmy, zat\u00edmco na\u0161e centrum podpory v\u00e1m poskytne nejlep\u0161\u00ed z\u00e1kaznickou zku\u0161enost!<\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>Statisticky 80% z\u00e1kazn\u00edk\u016f nebo u\u017eivatel\u016f slu\u017eeb p\u0159ejde k va\u0161\u00ed konkurenci po jedn\u00e9 \u0161patn\u00e9 zku\u0161enosti. To nen\u00ed p\u0159ekvapuj\u00edc\u00ed, proto\u017ee mnoz\u00ed z nich ji\u017e v\u011bd\u00ed, co p\u0159edstavuje dobr\u00fd servis, a budou to od va\u0161\u00ed spole\u010dnosti o\u010dek\u00e1vat. Proto nyn\u00ed zjist\u00edme, co z\u00e1kazn\u00edci od va\u0161eho t\u00fdmu podpory o\u010dek\u00e1vaj\u00ed a jak tato o\u010dek\u00e1v\u00e1n\u00ed splnit a z\u00edskat si jejich d\u016fv\u011bru. Co [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":124400,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[3,147],"tags":[],"class_list":["post-3975","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cloud-blog","category-zendesk-articles"],"_links":{"self":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/posts\/3975","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/users\/18"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/comments?post=3975"}],"version-history":[{"count":0,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/posts\/3975\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/media\/124400"}],"wp:attachment":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/media?parent=3975"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/categories?post=3975"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/tags?post=3975"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}