{"id":9878,"date":"2023-11-24T08:11:11","date_gmt":"2023-11-24T07:11:11","guid":{"rendered":"https:\/\/wenet.pl\/blog\/?p=9878"},"modified":"2023-11-24T08:11:14","modified_gmt":"2023-11-24T07:11:14","slug":"proces-obslugi-klienta-z-jakich-etapow-sie-sklada","status":"publish","type":"post","link":"https:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/","title":{"rendered":"Proces obs\u0142ugi klienta \u2013 z jakich etap\u00f3w si\u0119 sk\u0142ada?"},"content":{"rendered":"\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1080\" height=\"720\" data-src=\"https:\/\/wenet.pl\/blog\/wp-content\/uploads\/2023\/11\/proces-obslugi-klienta.jpg.jpg\" alt=\"proces obs\u0142ugi klienta na czym polega\" class=\"wp-image-9879 colorbox-9878 lazyload\" data-srcset=\"https:\/\/wenet.pl\/blog\/wp-content\/uploads\/2023\/11\/proces-obslugi-klienta.jpg.jpg 1080w, https:\/\/wenet.pl\/blog\/wp-content\/uploads\/2023\/11\/proces-obslugi-klienta.jpg-450x300.jpg 450w, https:\/\/wenet.pl\/blog\/wp-content\/uploads\/2023\/11\/proces-obslugi-klienta.jpg-200x133.jpg 200w, https:\/\/wenet.pl\/blog\/wp-content\/uploads\/2023\/11\/proces-obslugi-klienta.jpg-768x512.jpg 768w, https:\/\/wenet.pl\/blog\/wp-content\/uploads\/2023\/11\/proces-obslugi-klienta.jpg-696x464.jpg 696w, https:\/\/wenet.pl\/blog\/wp-content\/uploads\/2023\/11\/proces-obslugi-klienta.jpg-1068x712.jpg 1068w, https:\/\/wenet.pl\/blog\/wp-content\/uploads\/2023\/11\/proces-obslugi-klienta.jpg-630x420.jpg 630w\" data-sizes=\"(max-width: 1080px) 100vw, 1080px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1080px; --smush-placeholder-aspect-ratio: 1080\/720;\" \/><\/figure>\n\n\n\n<p><strong>Porzucone koszyki, natychmiastowe zakupy online i wiele dost\u0119pnych opcji dostawy czy p\u0142atno\u015bci \u2013 to realia wsp\u00f3\u0142czesnego e-handlu. Nic wi\u0119c dziwnego, \u017ce obecnie wysoka jako\u015b\u0107 customer service wi\u0105\u017ce si\u0119 ju\u017c nie tylko z reagowaniem na problemy klient\u00f3w, ale przede wszystkim ze strategi\u0105 budowania trwa\u0142ych relacji i pozytywnego do\u015bwiadczenia zakupowego. Dlatego dzi\u015b przyjrzymy si\u0119 dok\u0142adnie, jak powinien wygl\u0105da\u0107 przebieg procesu obs\u0142ugi konsumenta i przedstawimy jego najwa\u017cniejsze etapy, rozpatruj\u0105c go w kontek\u015bcie dynamicznego \u015bwiata e-commerce.<\/strong><\/p><div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-white ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Spis tre\u015bci<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Prze\u0142\u0105cznik Spisu Tre\u015bci\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #0a0a0a;color:#0a0a0a\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #0a0a0a;color:#0a0a0a\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/#Definicja_procesu_i_schemat_obslugi_klienta\" >Definicja procesu i schemat obs\u0142ugi klienta<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/#Jak_powinna_wygladac_sciezka_obslugi_klienta_Opis_procesu\" >Jak powinna wygl\u0105da\u0107 \u015bcie\u017cka obs\u0142ugi klienta? Opis procesu<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/#Etap_1_%E2%80%93_Budowanie_swiadomosci_marki\" >Etap 1 \u2013 Budowanie \u015bwiadomo\u015bci marki<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/#Etap_2_%E2%80%93_Komunikacja_kluczowe_punkty_kontaktu\" >Etap 2 \u2013 Komunikacja (kluczowe punkty kontaktu)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/#Etap_3_%E2%80%93_Prezentacja_oferty_i_proces_sprzedazy\" >Etap 3 \u2013 Prezentacja oferty i proces sprzeda\u017cy<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/#Etap_4_%E2%80%93_Wsparcie_i_zarzadzanie_procesem_decyzyjnym\" >Etap 4 \u2013 Wsparcie i zarz\u0105dzanie procesem decyzyjnym<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/#Etap_5_%E2%80%93_Pozyskanie_klientow_i_utrzymanie_relacji\" >Etap 5 \u2013 Pozyskanie klient\u00f3w i utrzymanie relacji<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/#Jak_usprawnic_obsluge_aby_zwiekszyc_zadowolenie_klienta\" >Jak usprawni\u0107 obs\u0142ug\u0119, aby zwi\u0119kszy\u0107 zadowolenie klienta?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/#Odpowiedni_system_CRM\" >Odpowiedni system CRM<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/#Optymalizacja_BOK\" >Optymalizacja BOK<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/#Nowoczesne_technologie_obslugi\" >Nowoczesne technologie obs\u0142ugi<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/#Procesowa_obsluga_w_e-commerce\" >Procesowa obs\u0142uga w e-commerce<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/#System_do_obslugi_posprzedazowej\" >System do obs\u0142ugi posprzeda\u017cowej<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/#Charakterystyka_procesu_i_standardy_obslugi_klienta_w_e-commerce\" >Charakterystyka procesu i standardy obs\u0142ugi klienta w e-commerce<\/a><\/li><\/ul><\/nav><\/div>\n\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Definicja_procesu_i_schemat_obslugi_klienta\"><\/span>Definicja procesu i schemat obs\u0142ugi klienta<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Wysoki poziom us\u0142ugi czy produkt\u00f3w nie jest jedynym elementem budowania trwa\u0142ych relacji z konsumentami w biznesie. Jako przedsi\u0119biorca z pewno\u015bci\u0105 zdajesz sobie spraw\u0119, \u017ce dobra obs\u0142uga klienta stanowi obecnie fundament ka\u017cdej udanej dzia\u0142alno\u015bci. Musisz wi\u0119c zadba\u0107 o spos\u00f3b, w jaki Twoja firma obs\u0142uguje swoich odbiorc\u00f3w \u2013 szczeg\u00f3lnie je\u015bli dzia\u0142asz w e-handlu.<\/p>\n\n\n\n<p>Dla uporz\u0105dkowania informacji warto zaznaczy\u0107, \u017ce <strong>definicja procesu obs\u0142ugi dotyczy zbioru dzia\u0142a\u0144 i procedur maj\u0105cych na celu zaspokojenie potrzeb oraz oczekiwa\u0144 klient\u00f3w<\/strong>, zar\u00f3wno tych obecnych, jak i potencjalnych.<\/p>\n\n\n\n<p>System ten obejmuje wszystkie punkty kontaktu pomi\u0119dzy mark\u0105 a jej odbiorcami \u2013 od momentu nawi\u0105zania pierwszej interakcji, przez realizacj\u0119 transakcji, a\u017c po ewentualne dzia\u0142ania posprzeda\u017cowe. Warto podkre\u015bli\u0107, \u017ce kolejne elementy obs\u0142ugi klienta dotycz\u0105 nie tylko procesu sprzeda\u017cy produkt\u00f3w czy us\u0142ug, ale tak\u017ce wszelkich innych aspekt\u00f3w wsp\u00f3\u0142pracy, takich jak informowanie klient\u00f3w czy przyjmowanie reklamacji.<\/p>\n\n\n\n<p>Nale\u017cy wi\u0119c pami\u0119ta\u0107, \u017ce procesowa obs\u0142uga dotyczy nie tylko rozwi\u0105zywania problem\u00f3w, ale te\u017c proaktywnych dzia\u0142a\u0144 maj\u0105cych na celu zbudowanie wysokiego poziomu do\u015bwiadcze\u0144 klient\u00f3w.<\/p>\n\n\n\n<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-b8fd475f-5e8c-42a8-9ef5-d9ecce3e809a\"><span class=\"hs-cta-node hs-cta-b8fd475f-5e8c-42a8-9ef5-d9ecce3e809a\" id=\"hs-cta-b8fd475f-5e8c-42a8-9ef5-d9ecce3e809a\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/hubspot-cta-redirect-eu1-prod.s3.amazonaws.com\/cta\/redirect\/25646044\/b8fd475f-5e8c-42a8-9ef5-d9ecce3e809a\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"hs-cta-img colorbox-9878 lazyload\" id=\"hs-cta-img-b8fd475f-5e8c-42a8-9ef5-d9ecce3e809a\" style=\"border-width:0px;\" data-src=\"https:\/\/hubspot-no-cache-eu1-prod.s3.amazonaws.com\/cta\/default\/25646044\/b8fd475f-5e8c-42a8-9ef5-d9ecce3e809a.png\"  alt=\"Sprawd\u017a, jak za\u0142o\u017cy\u0107 i wypromowa\u0107 sklep online &gt;&gt;&gt;\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js-eu1.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(25646044, 'b8fd475f-5e8c-42a8-9ef5-d9ecce3e809a', {\"useNewLoader\":\"true\",\"region\":\"eu1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code -->\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Jak_powinna_wygladac_sciezka_obslugi_klienta_Opis_procesu\"><\/span>Jak powinna wygl\u0105da\u0107 \u015bcie\u017cka obs\u0142ugi klienta? Opis procesu<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Zastanawiasz si\u0119, jakie s\u0105 etapy obs\u0142ugi klienta? Proces ten mo\u017cna podzieli\u0107 na kilka wa\u017cnych faz, kt\u00f3re maj\u0105 na celu zapewnienie jak najwy\u017cszej jako\u015bci us\u0142ug oraz zbudowanie trwa\u0142ej relacji z konsumentem. Poni\u017cej przedstawiamy szczeg\u00f3\u0142owy opis kolejnych krok\u00f3w.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Etap_1_%E2%80%93_Budowanie_swiadomosci_marki\"><\/span>Etap 1 \u2013 Budowanie \u015bwiadomo\u015bci marki<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Chcesz pozna\u0107 charakterystyk\u0119 procesu? Pami\u0119taj, \u017ce zanim zdob\u0119dziesz lojalno\u015b\u0107 klient\u00f3w, musisz ich pozyska\u0107. Dlatego jeszcze przed nawi\u0105zaniem kontaktu z konsumentem, wa\u017cne jest, aby przedsi\u0119biorstwo zbudowa\u0142o \u015bwiadomo\u015b\u0107 swojej marki w\u015br\u00f3d potencjalnych odbiorc\u00f3w. Customer service obejmuje takie dzia\u0142ania jak np. tworzenie warto\u015bciowych tre\u015bci, prowadzenie profili w mediach spo\u0142eczno\u015bciowych czy uczestnictwo w wydarzeniach bran\u017cowych, kt\u00f3re mog\u0105 przyczyni\u0107 si\u0119 do zwi\u0119kszenia rozpoznawalno\u015bci firmy i wzmocnienia jej pozycji na rynku.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Etap_2_%E2%80%93_Komunikacja_kluczowe_punkty_kontaktu\"><\/span>Etap 2 \u2013 Komunikacja (kluczowe punkty kontaktu)<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Po zbudowaniu \u015bwiadomo\u015bci marki, przedsi\u0119biorca musi skupi\u0107 si\u0119 na pozyskiwaniu lead\u00f3w, czyli os\u00f3b, kt\u00f3re wyrazi\u0142y zainteresowanie ofert\u0105 firmy, ale jeszcze nie s\u0105 jej klientami. Procesowa obs\u0142uga na tym etapie mo\u017ce odbywa\u0107 si\u0119 poprzez r\u00f3\u017cne kana\u0142y, takie jak formularze kontaktowe na stronie internetowej, newslettery czy organizowanie webinar\u00f3w. Mo\u017cna wykorzysta\u0107 w tym celu r\u00f3wnie\u017c nowoczesne technologie.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Etap_3_%E2%80%93_Prezentacja_oferty_i_proces_sprzedazy\"><\/span>Etap 3 \u2013 Prezentacja oferty i proces sprzeda\u017cy<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Znaj\u0105c potrzeby i oczekiwania klient\u00f3w, firma powinna przedstawi\u0107 im swoj\u0105 ofert\u0119 w spos\u00f3b przyst\u0119pny i atrakcyjny. Dobrze przygotowana prezentacja produkt\u00f3w czy us\u0142ug mo\u017ce przekona\u0107 konsument\u00f3w do wyboru danego biznesu. Aby zapewni\u0107 efektywno\u015b\u0107 obs\u0142ugi, nale\u017cy zadba\u0107 o profesjonalizm i sp\u00f3jno\u015b\u0107 przekazu, a tak\u017ce dostosowa\u0107 go do indywidualnych preferencji konkretnego odbiorcy.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Etap_4_%E2%80%93_Wsparcie_i_zarzadzanie_procesem_decyzyjnym\"><\/span>Etap 4 \u2013 Wsparcie i zarz\u0105dzanie procesem decyzyjnym<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Personalizacja procesu obs\u0142ugi klienta to dzi\u015b wr\u0119cz konieczno\u015b\u0107. Tym bardziej \u017ce cz\u0119\u015b\u0107 odbiorc\u00f3w Twojego biznesu mo\u017ce potrzebowa\u0107 dodatkowego wsparcia na r\u00f3\u017cnych etapach podejmowania decyzji o zakupie. Wszystkie dzia\u0142y customer service powinny by\u0107 gotowe na udzielenie wszelkich niezb\u0119dnych informacji, rozwianie w\u0105tpliwo\u015bci czy przedstawienie korzy\u015bci wynikaj\u0105cych z wyboru oferowanych produkt\u00f3w lub us\u0142ug.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Etap_5_%E2%80%93_Pozyskanie_klientow_i_utrzymanie_relacji\"><\/span>Etap 5 \u2013 Pozyskanie klient\u00f3w i utrzymanie relacji<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Uda\u0142o Ci si\u0119 pozyska\u0107 nowego klienta stacjonarnego lub internetowego? To \u015bwietnie! Po zako\u0144czeniu procesowej obs\u0142ugi warto kontynuowa\u0107 budowanie relacji z konsumentem. Dzia\u0142ania takie jak regularne przypominanie o sobie poprzez newslettery, oferowanie specjalnych rabat\u00f3w czy organizowanie spotka\u0144 mog\u0105 podnie\u015b\u0107 poziom do\u015bwiadcze\u0144 klient\u00f3w z firm\u0105 i zach\u0119ci\u0107 kupuj\u0105cych do kolejnych zakup\u00f3w.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Jak_usprawnic_obsluge_aby_zwiekszyc_zadowolenie_klienta\"><\/span>Jak usprawni\u0107 obs\u0142ug\u0119, aby zwi\u0119kszy\u0107 zadowolenie klienta?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Chcesz zwi\u0119kszy\u0107 poziom do\u015bwiadcze\u0144 klient\u00f3w zwi\u0105zanych z ich obs\u0142ug\u0105? <strong>Usprawnienie procesu mo\u017ce okaza\u0107 si\u0119 kluczem do sukcesu Twojej firmy \u2013 niezale\u017cnie od bran\u017cy czy kana\u0142u sprzeda\u017cy<\/strong>. W\u0142a\u015bciwe podej\u015bcie do odbiorc\u00f3w mo\u017ce znacz\u0105co wp\u0142yn\u0105\u0107 na ich zadowolenie oraz lojalno\u015b\u0107 wzgl\u0119dem marki. W zwi\u0105zku z tym warto zwr\u00f3ci\u0107 uwag\u0119 na kilka istotnych aspekt\u00f3w, kt\u00f3re pomog\u0105 w doskonaleniu ca\u0142ego systemu procesowej obs\u0142ugi.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Odpowiedni_system_CRM\"><\/span>Odpowiedni system CRM<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Wprowadzenie i monitorowanie systemu CRM (Customer Relationship Management) to jeden z pierwszych krok\u00f3w, kt\u00f3ry pozwoli na lepsze zarz\u0105dzanie procesem obs\u0142ugi klienta oraz analizowanie jego potrzeb. Dzi\u0119ki temu przedsi\u0119biorstwo b\u0119dzie mog\u0142o szybciej reagowa\u0107 na oczekiwania odbiorc\u00f3w, dostosowuj\u0105c do nich swoj\u0105 ofert\u0119 i poziom us\u0142ug.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Optymalizacja_BOK\"><\/span>Optymalizacja BOK<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Twoja firma ma dedykowany zesp\u00f3\u0142 obs\u0142ugi klienta? Je\u015bli tak, to szkolenie pracownik\u00f3w w zakresie komunikacji b\u0119dzie kolejnym istotnym elementem w ramach poprawy customer service. Wiedza na temat produkt\u00f3w i us\u0142ug, umiej\u0119tno\u015b\u0107 s\u0142uchania oraz empatia to kluczowe cechy, kt\u00f3re powinien posiada\u0107 ka\u017cdy pracownik na tym stanowisku. Dobrze przeszkolony personel jest w stanie szybciej rozwi\u0105zywa\u0107 problemy, co przek\u0142ada si\u0119 na zadowolenie klient\u00f3w oraz lojalno\u015b\u0107 wobec marki.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Nowoczesne_technologie_obslugi\"><\/span>Nowoczesne technologie obs\u0142ugi<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Poza wprowadzeniem systemu do obs\u0142ugi klienta warto r\u00f3wnie\u017c rozwa\u017cy\u0107 zastosowanie narz\u0119dzi analitycznych, kt\u00f3re pozwol\u0105 na identyfikacj\u0119 potrzeb grupy docelowej oraz dopasowanie oferty do jej oczekiwa\u0144. Dzi\u0119ki temu mo\u017cliwe b\u0119dzie lepsze dopasowanie produkt\u00f3w czy us\u0142ug do indywidualnych wymaga\u0144 konsumenta, co przyczyni si\u0119 do jego wi\u0119kszego zadowolenia. Pami\u0119taj, \u017ce mo\u017cesz r\u00f3wnie\u017c przeprowadzi\u0107 badanie satysfakcji.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Procesowa_obsluga_w_e-commerce\"><\/span>Procesowa obs\u0142uga w e-commerce<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>W przypadku handlu internetowego niezwykle istotne jest r\u00f3wnie\u017c zapewnienie sprawnej i intuicyjnej nawigacji na stronie, co u\u0142atwi u\u017cytkownikom szybkie i \u0142atwe znalezienie interesuj\u0105cych ich produkt\u00f3w w e-commerce. Warto tak\u017ce zainwestowa\u0107 w rozbudow\u0119 kana\u0142\u00f3w komunikacji, takich jak czat online czy media spo\u0142eczno\u015bciowe, co pozwoli na bie\u017c\u0105co realizowa\u0107 cele procesu, czyli wsparcie klienta e-sklepu oraz szybkie reagowanie na jego potrzeby.<\/p>\n\n\n\n<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-ccb2ab25-2334-4479-993f-5deb6827013a\"><span class=\"hs-cta-node hs-cta-ccb2ab25-2334-4479-993f-5deb6827013a\" id=\"hs-cta-ccb2ab25-2334-4479-993f-5deb6827013a\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/hubspot-cta-redirect-eu1-prod.s3.amazonaws.com\/cta\/redirect\/25646044\/ccb2ab25-2334-4479-993f-5deb6827013a\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"hs-cta-img colorbox-9878 lazyload\" id=\"hs-cta-img-ccb2ab25-2334-4479-993f-5deb6827013a\" style=\"border-width:0px;\" data-src=\"https:\/\/hubspot-no-cache-eu1-prod.s3.amazonaws.com\/cta\/default\/25646044\/ccb2ab25-2334-4479-993f-5deb6827013a.png\"  alt=\"Zam\u00f3w budow\u0119 e-sklepu\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js-eu1.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(25646044, 'ccb2ab25-2334-4479-993f-5deb6827013a', {\"useNewLoader\":\"true\",\"region\":\"eu1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code -->\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"System_do_obslugi_posprzedazowej\"><\/span>System do obs\u0142ugi posprzeda\u017cowej<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Nie mo\u017cna zapomnie\u0107 r\u00f3wnie\u017c o procesach sprzeda\u017cy i obs\u0142ugi posprzeda\u017cowej. Warto wprowadzi\u0107 elastyczne formy p\u0142atno\u015bci (dostosowane do preferencji konsument\u00f3w) oraz zaoferowa\u0107 r\u00f3\u017cnorodne metody dostawy. Jak wygl\u0105da dobra obs\u0142uga klienta? Z pewno\u015bci\u0105 jej istotnym elementem jest zapewnienie szybkiego i skutecznego systemu reklamacji oraz zwrot\u00f3w, kt\u00f3ry zwi\u0119kszy zaufanie do firmy.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Charakterystyka_procesu_i_standardy_obslugi_klienta_w_e-commerce\"><\/span>Charakterystyka procesu i standardy obs\u0142ugi klienta w e-commerce<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Konkurencja w e-commerce ci\u0105gle ro\u015bnie, przez co efektywno\u015b\u0107 obs\u0142ugi odgrywa coraz wa\u017cniejsz\u0105 rol\u0119 w budowaniu lojalno\u015bci oraz utrzymaniu zadowolenia klient\u00f3w. Istnieje kilka aspekt\u00f3w, na kt\u00f3re warto zwr\u00f3ci\u0107 uwag\u0119, aby zapewni\u0107 najwy\u017cszy poziom us\u0142ugi w bran\u017cy handlu internetowego.<\/p>\n\n\n\n<p>Przede wszystkim warto zadba\u0107 o to, aby strona internetowa sklepu by\u0142a przejrzysta, intuicyjna i \u0142atwa w nawigacji. U\u0142atwia to klientom wyszukiwanie interesuj\u0105cych ich produkt\u00f3w oraz korzystanie z r\u00f3\u017cnych funkcji serwisu. Wa\u017cne jest r\u00f3wnie\u017c, aby witryna zosta\u0142a dostosowana do urz\u0105dze\u0144 mobilnych, gdy\u017c coraz wi\u0119cej os\u00f3b korzysta z zakup\u00f3w online za pomoc\u0105 smartfon\u00f3w i tablet\u00f3w.<\/p>\n\n\n\n<p><strong>Kolejnym istotnym elementem customer service w e-commerce jest zapewnienie \u0142atwej dost\u0119pno\u015bci firmy dla internaut\u00f3w za po\u015brednictwem r\u00f3\u017cnych kana\u0142\u00f3w komunikacji<\/strong>. Warto zainwestowa\u0107 w rozbudowane dzia\u0142y obs\u0142ugi klienta, kt\u00f3re b\u0119d\u0105 dost\u0119pne przez e-mail, chat, telefon czy nawet media spo\u0142eczno\u015bciowe. Szybka i rzeczowa odpowied\u017a na pytania i problemy mo\u017ce znacz\u0105co wp\u0142yn\u0105\u0107 na postrzeganie marki oraz ch\u0119\u0107 do ponownego skorzystania z oferty sklepu.<\/p>\n\n\n\n<p>R\u00f3wnie wa\u017cna jest sprawna realizacja transakcji oraz obs\u0142uga posprzeda\u017cowa. Klient internetowy ceni sobie szybk\u0105 wysy\u0142k\u0119 oraz mo\u017cliwo\u015b\u0107 \u015bledzenia statusu zam\u00f3wienia. Warto r\u00f3wnie\u017c zadba\u0107 o elastyczne formy p\u0142atno\u015bci oraz mo\u017cliwo\u015b\u0107 zwrotu towaru w razie niezadowolenia z zakupu. Standardem jest pomoc w przypadku reklamacji klient\u00f3w czy gwarancji.<\/p>\n\n\n\n<p>W optymalizacji procesu obs\u0142ugi klienta niezwykle istotne jest r\u00f3wnie\u017c zbieranie opinii na temat wsp\u00f3\u0142pracy z firm\u0105 oraz analizowanie tych informacji. Mo\u017cna to zrealizowa\u0107 poprzez przeprowadzanie bada\u0144 satysfakcji, monitorowanie komentarzy w mediach spo\u0142eczno\u015bciowych czy analizowanie statystyk dotycz\u0105cych korzystania ze strony internetowej sklepu. Uzyskane dane pozwol\u0105 na identyfikacj\u0119 obszar\u00f3w wymagaj\u0105cych poprawy oraz wdro\u017cenie odpowiednich dzia\u0142a\u0144 naprawczych.<\/p>\n\n\n\n<p>Jak widzisz, dbanie o standardy obs\u0142ugi klienta w e-commerce jest kluczowym elementem sukcesu ka\u017cdego sklepu internetowego. Warto inwestowa\u0107 w rozbudow\u0119 i doskonalenie tego aspektu dzia\u0142alno\u015bci, aby zapewni\u0107 zadowolenie konsument\u00f3w i budowa\u0107 trwa\u0142e relacje, kt\u00f3re przyczyni\u0105 si\u0119 do wzrostu warto\u015bci marki oraz zysk\u00f3w firmy.<\/p><div class=\"tclym69f2c71d282fe\" ><!-- Komunikacja z klientem -->\n<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-8265bd58-ea47-4c6a-9f25-dd290dd6f8c8\"><span class=\"hs-cta-node hs-cta-8265bd58-ea47-4c6a-9f25-dd290dd6f8c8\" id=\"hs-cta-8265bd58-ea47-4c6a-9f25-dd290dd6f8c8\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/hubspot-cta-redirect-eu1-prod.s3.amazonaws.com\/cta\/redirect\/25646044\/8265bd58-ea47-4c6a-9f25-dd290dd6f8c8\" target=\"_blank\" rel=\"noopener\"><img class=\"hs-cta-img colorbox-9878 lazyload\" id=\"hs-cta-img-8265bd58-ea47-4c6a-9f25-dd290dd6f8c8\" style=\"border-width:0px;\" data-src=\"https:\/\/hubspot-no-cache-eu1-prod.s3.amazonaws.com\/cta\/default\/25646044\/8265bd58-ea47-4c6a-9f25-dd290dd6f8c8.png\"  alt=\"Nowe wezwanie do dzia\u0142ania\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js-eu1.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(25646044, '8265bd58-ea47-4c6a-9f25-dd290dd6f8c8', {\"useNewLoader\":\"true\",\"region\":\"eu1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code -->\n<\/div><style type=\"text\/css\">\r\n@media screen and (min-width: 1201px) {\r\n.tclym69f2c71d282fe {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 993px) and (max-width: 1200px) {\r\n.tclym69f2c71d282fe {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 769px) and (max-width: 992px) {\r\n.tclym69f2c71d282fe {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 768px) and (max-width: 768px) {\r\n.tclym69f2c71d282fe {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (max-width: 767px) {\r\n.tclym69f2c71d282fe {\r\ndisplay: block;\r\n}\r\n}\r\n<\/style>\r\n<div class=\"tuwso69f2c71d28286\" ><!-- Email Marketing -->\n<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-08eb5d7e-b5b4-457b-9ce5-ceff89d6b956\"><span class=\"hs-cta-node hs-cta-08eb5d7e-b5b4-457b-9ce5-ceff89d6b956\" id=\"hs-cta-08eb5d7e-b5b4-457b-9ce5-ceff89d6b956\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/hubspot-cta-redirect-eu1-prod.s3.amazonaws.com\/cta\/redirect\/25646044\/08eb5d7e-b5b4-457b-9ce5-ceff89d6b956\" target=\"_blank\" rel=\"noopener\"><img class=\"hs-cta-img colorbox-9878 lazyload\" id=\"hs-cta-img-08eb5d7e-b5b4-457b-9ce5-ceff89d6b956\" style=\"border-width:0px;\" data-src=\"https:\/\/hubspot-no-cache-eu1-prod.s3.amazonaws.com\/cta\/default\/25646044\/08eb5d7e-b5b4-457b-9ce5-ceff89d6b956.png\"  alt=\"Nowe wezwanie do dzia\u0142ania\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js-eu1.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(25646044, '08eb5d7e-b5b4-457b-9ce5-ceff89d6b956', {\"useNewLoader\":\"true\",\"region\":\"eu1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code -->\n<\/div><style type=\"text\/css\">\r\n@media screen and (min-width: 1201px) {\r\n.tuwso69f2c71d28286 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 993px) and (max-width: 1200px) {\r\n.tuwso69f2c71d28286 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 769px) and (max-width: 992px) {\r\n.tuwso69f2c71d28286 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 768px) and (max-width: 768px) {\r\n.tuwso69f2c71d28286 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (max-width: 767px) {\r\n.tuwso69f2c71d28286 {\r\ndisplay: block;\r\n}\r\n}\r\n<\/style>\r\n<div class=\"gkqvy69f2c71d28204\" ><!-- Zarz\u0105dzanie firm\u0105 -->\n\n<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-64d5a1d6-a25c-4d42-9cf0-0a4f91b5642d\"><span class=\"hs-cta-node hs-cta-64d5a1d6-a25c-4d42-9cf0-0a4f91b5642d\" id=\"hs-cta-64d5a1d6-a25c-4d42-9cf0-0a4f91b5642d\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/hubspot-cta-redirect-eu1-prod.s3.amazonaws.com\/cta\/redirect\/25646044\/64d5a1d6-a25c-4d42-9cf0-0a4f91b5642d\" target=\"_blank\" rel=\"noopener\"><img class=\"hs-cta-img colorbox-9878 lazyload\" id=\"hs-cta-img-64d5a1d6-a25c-4d42-9cf0-0a4f91b5642d\" style=\"border-width:0px;\" data-src=\"https:\/\/hubspot-no-cache-eu1-prod.s3.amazonaws.com\/cta\/default\/25646044\/64d5a1d6-a25c-4d42-9cf0-0a4f91b5642d.png\"  alt=\"e-book Dlaczego Twoja firma powinna by\u0107 obecna w Internecie\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js-eu1.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(25646044, '64d5a1d6-a25c-4d42-9cf0-0a4f91b5642d', {\"useNewLoader\":\"true\",\"region\":\"eu1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code -->\n<\/div><style type=\"text\/css\">\r\n@media screen and (min-width: 1201px) {\r\n.gkqvy69f2c71d28204 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 993px) and (max-width: 1200px) {\r\n.gkqvy69f2c71d28204 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 769px) and (max-width: 992px) {\r\n.gkqvy69f2c71d28204 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 768px) and (max-width: 768px) {\r\n.gkqvy69f2c71d28204 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (max-width: 767px) {\r\n.gkqvy69f2c71d28204 {\r\ndisplay: block;\r\n}\r\n}\r\n<\/style>\r\n<div class=\"acwkc69f2c71d28189\" ><!-- Video -->\n\n<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-d5317067-b35b-4752-8a1e-3ef0d70566f6\"><span class=\"hs-cta-node hs-cta-d5317067-b35b-4752-8a1e-3ef0d70566f6\" id=\"hs-cta-d5317067-b35b-4752-8a1e-3ef0d70566f6\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/hubspot-cta-redirect-eu1-prod.s3.amazonaws.com\/cta\/redirect\/25646044\/d5317067-b35b-4752-8a1e-3ef0d70566f6\" target=\"_blank\" rel=\"noopener\"><img class=\"hs-cta-img colorbox-9878 lazyload\" id=\"hs-cta-img-d5317067-b35b-4752-8a1e-3ef0d70566f6\" style=\"border-width:0px;\" data-src=\"https:\/\/hubspot-no-cache-eu1-prod.s3.amazonaws.com\/cta\/default\/25646044\/d5317067-b35b-4752-8a1e-3ef0d70566f6.png\"  alt=\"e-book 18 wskaz\u00f3wek, kt\u00f3re rozwin\u0105 Tw\u00f3j kana\u0142 na YouTube\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js-eu1.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(25646044, 'd5317067-b35b-4752-8a1e-3ef0d70566f6', {\"useNewLoader\":\"true\",\"region\":\"eu1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code -->\n<\/div><style type=\"text\/css\">\r\n@media screen and (min-width: 1201px) {\r\n.acwkc69f2c71d28189 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 993px) and (max-width: 1200px) {\r\n.acwkc69f2c71d28189 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 769px) and (max-width: 992px) {\r\n.acwkc69f2c71d28189 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 768px) and (max-width: 768px) {\r\n.acwkc69f2c71d28189 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (max-width: 767px) {\r\n.acwkc69f2c71d28189 {\r\ndisplay: block;\r\n}\r\n}\r\n<\/style>\r\n<div class=\"dwfhe69f2c71d2810b\" ><!-- Tworzenie stron -->\n<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-ef1529b5-b78c-4b0b-bf0b-4ecc75e0bafc\"><span class=\"hs-cta-node hs-cta-ef1529b5-b78c-4b0b-bf0b-4ecc75e0bafc\" id=\"hs-cta-ef1529b5-b78c-4b0b-bf0b-4ecc75e0bafc\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/hubspot-cta-redirect-eu1-prod.s3.amazonaws.com\/cta\/redirect\/25646044\/ef1529b5-b78c-4b0b-bf0b-4ecc75e0bafc\" target=\"_blank\" rel=\"noopener\"><img class=\"hs-cta-img colorbox-9878 lazyload\" id=\"hs-cta-img-ef1529b5-b78c-4b0b-bf0b-4ecc75e0bafc\" style=\"border-width:0px;\" data-src=\"https:\/\/hubspot-no-cache-eu1-prod.s3.amazonaws.com\/cta\/default\/25646044\/ef1529b5-b78c-4b0b-bf0b-4ecc75e0bafc.png\"  alt=\"Nowe wezwanie do dzia\u0142ania\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js-eu1.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(25646044, 'ef1529b5-b78c-4b0b-bf0b-4ecc75e0bafc', {\"useNewLoader\":\"true\",\"region\":\"eu1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code -->\n<\/div><style type=\"text\/css\">\r\n@media screen and (min-width: 1201px) {\r\n.dwfhe69f2c71d2810b {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 993px) and (max-width: 1200px) {\r\n.dwfhe69f2c71d2810b {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 769px) and (max-width: 992px) {\r\n.dwfhe69f2c71d2810b {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 768px) and (max-width: 768px) {\r\n.dwfhe69f2c71d2810b {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (max-width: 767px) {\r\n.dwfhe69f2c71d2810b {\r\ndisplay: block;\r\n}\r\n}\r\n<\/style>\r\n<div class=\"zsrui69f2c71d2804e\" ><!-- Strategia marketingowa -->\n<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-9d4aa58d-1ab7-4301-b000-ac3d639abc98\"><span class=\"hs-cta-node hs-cta-9d4aa58d-1ab7-4301-b000-ac3d639abc98\" id=\"hs-cta-9d4aa58d-1ab7-4301-b000-ac3d639abc98\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/hubspot-cta-redirect-eu1-prod.s3.amazonaws.com\/cta\/redirect\/25646044\/9d4aa58d-1ab7-4301-b000-ac3d639abc98\" target=\"_blank\" rel=\"noopener\"><img class=\"hs-cta-img colorbox-9878 lazyload\" id=\"hs-cta-img-9d4aa58d-1ab7-4301-b000-ac3d639abc98\" style=\"border-width:0px;\" data-src=\"https:\/\/hubspot-no-cache-eu1-prod.s3.amazonaws.com\/cta\/default\/25646044\/9d4aa58d-1ab7-4301-b000-ac3d639abc98.png\"  alt=\"Nowe wezwanie do dzia\u0142ania\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js-eu1.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(25646044, '9d4aa58d-1ab7-4301-b000-ac3d639abc98', {\"useNewLoader\":\"true\",\"region\":\"eu1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code -->\n<\/div><style type=\"text\/css\">\r\n@media screen and (min-width: 1201px) {\r\n.zsrui69f2c71d2804e {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 993px) and (max-width: 1200px) {\r\n.zsrui69f2c71d2804e {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 769px) and (max-width: 992px) {\r\n.zsrui69f2c71d2804e {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 768px) and (max-width: 768px) {\r\n.zsrui69f2c71d2804e {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (max-width: 767px) {\r\n.zsrui69f2c71d2804e {\r\ndisplay: block;\r\n}\r\n}\r\n<\/style>\r\n<div class=\"ijcze69f2c71d1fcf6\" ><!-- Social Media -->\n<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-387c3571-1376-4b17-bb02-3ee7c0d54013\"><span class=\"hs-cta-node hs-cta-387c3571-1376-4b17-bb02-3ee7c0d54013\" id=\"hs-cta-387c3571-1376-4b17-bb02-3ee7c0d54013\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/hubspot-cta-redirect-eu1-prod.s3.amazonaws.com\/cta\/redirect\/25646044\/387c3571-1376-4b17-bb02-3ee7c0d54013\" target=\"_blank\" rel=\"noopener\"><img class=\"hs-cta-img colorbox-9878 lazyload\" id=\"hs-cta-img-387c3571-1376-4b17-bb02-3ee7c0d54013\" style=\"border-width:0px;\" data-src=\"https:\/\/hubspot-no-cache-eu1-prod.s3.amazonaws.com\/cta\/default\/25646044\/387c3571-1376-4b17-bb02-3ee7c0d54013.png\"  alt=\"Nowe wezwanie do dzia\u0142ania\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js-eu1.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(25646044, '387c3571-1376-4b17-bb02-3ee7c0d54013', {\"useNewLoader\":\"true\",\"region\":\"eu1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code -->\n<\/div><style type=\"text\/css\">\r\n@media screen and (min-width: 1201px) {\r\n.ijcze69f2c71d1fcf6 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 993px) and (max-width: 1200px) {\r\n.ijcze69f2c71d1fcf6 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 769px) and (max-width: 992px) {\r\n.ijcze69f2c71d1fcf6 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 768px) and (max-width: 768px) {\r\n.ijcze69f2c71d1fcf6 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (max-width: 767px) {\r\n.ijcze69f2c71d1fcf6 {\r\ndisplay: block;\r\n}\r\n}\r\n<\/style>\r\n<div class=\"ebygo69f2c71d1fc7a\" ><!-- Copywriting -->\n<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-0d4fb5f3-b88d-4456-a7be-207e7a27d1d8\"><span class=\"hs-cta-node hs-cta-0d4fb5f3-b88d-4456-a7be-207e7a27d1d8\" id=\"hs-cta-0d4fb5f3-b88d-4456-a7be-207e7a27d1d8\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/hubspot-cta-redirect-eu1-prod.s3.amazonaws.com\/cta\/redirect\/25646044\/0d4fb5f3-b88d-4456-a7be-207e7a27d1d8\" target=\"_blank\" rel=\"noopener, nofollow\"><img class=\"hs-cta-img colorbox-9878 lazyload\" id=\"hs-cta-img-0d4fb5f3-b88d-4456-a7be-207e7a27d1d8\" style=\"border-width:0px;\" data-src=\"https:\/\/hubspot-no-cache-eu1-prod.s3.amazonaws.com\/cta\/default\/25646044\/0d4fb5f3-b88d-4456-a7be-207e7a27d1d8.png\"  alt=\"e-book Jak tworzy\u0107 tre\u015bci, kt\u00f3re przyci\u0105gn\u0105 Twoich klient\u00f3w\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js-eu1.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(25646044, '0d4fb5f3-b88d-4456-a7be-207e7a27d1d8', {\"useNewLoader\":\"true\",\"region\":\"eu1\"}); 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height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"2\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"3\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"4\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"5\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n    <\/div>\n    \n<div class=\"kksr-stars-active\" style=\"width: 132.5px;\">\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n    <\/div>\n<\/div>\n                \n\n<div class=\"kksr-legend\" style=\"font-size: 17.6px;\">\n            5\/5 - (2 ocena)    <\/div>\n    <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Porzucone koszyki, natychmiastowe zakupy online i wiele dost\u0119pnych opcji dostawy czy p\u0142atno\u015bci \u2013 to realia wsp\u00f3\u0142czesnego e-handlu. Nic wi\u0119c dziwnego, \u017ce obecnie wysoka jako\u015b\u0107 customer service wi\u0105\u017ce si\u0119 ju\u017c nie tylko z reagowaniem na problemy klient\u00f3w, ale przede wszystkim ze strategi\u0105 budowania trwa\u0142ych relacji i pozytywnego do\u015bwiadczenia zakupowego. Dlatego dzi\u015b przyjrzymy si\u0119 dok\u0142adnie, jak powinien [&hellip;]<\/p>\n","protected":false},"author":101036,"featured_media":9879,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[147],"tags":[],"class_list":["post-9878","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-e-commerce"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Proces obs\u0142ugi klienta \u2013 z jakich etap\u00f3w si\u0119 sk\u0142ada? - WeNet<\/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:\/\/wenet.pl\/blog\/proces-obslugi-klienta-z-jakich-etapow-sie-sklada\/\" \/>\n<meta property=\"og:locale\" content=\"pl_PL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Proces obs\u0142ugi klienta \u2013 z jakich etap\u00f3w si\u0119 sk\u0142ada?\" \/>\n<meta property=\"og:description\" content=\"Porzucone koszyki, natychmiastowe zakupy online i wiele dost\u0119pnych opcji dostawy czy p\u0142atno\u015bci \u2013 to realia wsp\u00f3\u0142czesnego e-handlu. 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