---
title: Prelucrați mai eficient cererile de asistență clienți cu SocrateCRM
description: Prelucrați mai eficient cererile de asistență clienți cu SocrateCRM. Solicitați o prezentare personalizată!
image: https://info.bitsoftware.eu/hubfs/Prelucrati%20cererile%20de%20asistenta%20clienti%20SM.png.jpg
---

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# Prelucrați mai eficient cererile de asistență clienți cu SocrateCRM

Autor: [Alina Răfoi](https://info.bitsoftware.eu/blog/bitsoftware-ro/author/alina-răfoi)

![Prelucrati cererile de asistenta clienti blog](https://info.bitsoftware.eu/hs-fs/hubfs/Prelucrati%20cererile%20de%20asistenta%20clienti%20blog.png?width=1200&height=400&name=Prelucrati%20cererile%20de%20asistenta%20clienti%20blog.png)

Departamentul de Asistență Clienți are un rol crucial într-un business, pentru că întreaga percepție a clienților despre compania sau brandul cu care interacționează poate fi puternic influențată de interacțiunea cu unul din reprezentanții acestui departament. 

Serviciul de Asistență Clienți are o puternică valoare comercială pentru că participă la:

- **Loializarea clienților**: Clienții mulțumiți sunt clienți loiali și recurenți, iar păstrarea lor prin furnizarea unor servicii excepționale este, de obicei, mai puțin costisitoare decât încercarea de a atrage clienți noi.
- **Creșterea veniturilor**: serviciile de asistență pentru clienți mai bune pot determina clienții să achiziționeze mai multe produse și servicii, ceea ce duce la creșterea veniturilor.
- **Diferențiatorii**: Unele companii se diferențiază de concurenți, chiar dacă oferă produse echivalente, pentru că furnizează clienților servicii de calitate și personalizate.

### SocrateCRM, elementul cheie al succesului în serviciile de asistență pentru clienți

Dacă doriți să gestionați mai bine cerințele clienților, să răspundeți rapid la orice solicitare, să urmăriți problemele și indicatorii specifici: număr de incidente pe fiecare client, tipul de incident, timpul de răspuns și timpul de rezolvare, precum și istoricul fiecărei solicitări​, avem soluția potrivită! 

BITSoftware oferă acces la [aplicații software dedicate industriei de servicii](https://www.bitsoftware.eu/software-erp-servicii/) și suport pe parcursul alegerii celor mai bune soluții în funcție de cerințele și nevoile companiei. Avem o experiență vastă și o colaborare frumoasă cu companii importante din zona de Servicii, care au înțeles care sunt avantajele digitalizării și de ce tocmai acum este momentul să privească către viitor și să investească în soluții complexe, în cloud, ușor de gestionat, care să le acopere complet necesitățile de urmărire a activității și de anticipare și înțelegere a obstacolelor cu care se confruntă. 

[![Solicitați o prezentare SocrateCRM](https://hubspot-no-cache-eu1-prod.s3.amazonaws.com/cta/default/692484/f7cd11c0-beb2-4f3e-bbf9-7da63063b711.png)](https://hubspot-cta-redirect-eu1-prod.s3.amazonaws.com/cta/redirect/692484/f7cd11c0-beb2-4f3e-bbf9-7da63063b711)

Monitorizarea KPI-urilor vă pot ajuta să faceți din departamentul de Asistență Clienți un avantaj competitiv pentru business-ul dumneavoastră, pentru că vă vor ajuta să lucrați mai eficient, și astfel, să aveți clienți mulțumiți. Iată câteva exemple pe care le puteți utiliza în cadrul organizației:

### Numărul de solicitări prelucrate

Acest indicator permite evaluarea nivelului de productivitatea a angajaților din departamentul Customer Service. Capacitatea de a prelucra un număr mai mare de solicitări sau de cereri de asistență din partea clienților într-o perioadă mai scurtă de timp denotă eficiența angajatului din acest departament și aportul acestuia la nivelul general de customer care al companiei. Totodată, monitorizarea numărului de cereri de asistență per general permite depistarea anumitor probleme legate de produsul sau serviciul pe care oferi clienților.

### Rata de rezolvare a problemelor după primul contact

Această rată măsoară câte probleme ale clienților au fost rezolvate după primul contact al acestora. Această rată se calculează prin împărțirea numărului total de probleme rezolvate la primul contact la numărul total de probleme rezolvate. Problemele sunt considerate „rezolvate” dacă clientul spune că sunt rezolvate. Astfel, acest indicator permite să evaluați capacitatea echipei de a rezolva problemele rapid și eficient, reducând, astfel, necesitatea clienților de a reveni cu alte apeluri pentru a rezolva aceeași problemă.

### Gradul de satisfacție al clientului

Având în vedere că clienții existenți sunt un canal crucial de marketing pentru a câștiga noi clienți, gradul de satisfacție a acestora determină măsura în care ei ar fi disponibili să recomande compania rudelor, prietenilor, cunoscuților. Acest indicator se calculează de obicei prin intermediul unui chestionar, întrebând clienții pe o scară de la 1 la 10 cât de probabil ar fi să vă recomande produsul sau serviciul și altor persoane.

### Timpul mediu de soluționare a solicitărilor

Un serviciu de calitate pentru clienți este sinonim cu soluționarea la timp a solicitărilor. Prin urmare, dacă departamentul de asistență clienți răspunde rapid la întrebările sau solicitările clienților, aceștia vor fi mai fericiți și mai predispuși să rămână loiali companiei. În cazul în care acest indicator este nesatisfăcător, ar putea însemna că echipa Customer Service nu atinge nivelul necesar de eficiență.

Ce soluții software oferim, ce funcționalități putem acoperi și de ce avantaje vă puteți bucura? Vedeți mai multe detalii [aici](https://www.bitsoftware.eu/software-erp-servicii/) sau descărcați acest [ebook gratuit](https://info.bitsoftware.eu/ro/ebook-digitalizare-servicii)!

 

**Share**

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- [Lean Resource Management (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/lean-resource-management)
- [Machine Learning (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/machine-learning)
- [Magazinul Progresiv (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/magazinul-progresiv)
- [MedRep (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/medrep)
- [Omnichannel (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/omnichannel)
- [RFA (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/rfa)
- [Remote work (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/remote-work)
- [Resource Management (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/resource-management)
- [Revenue Expense Recognition (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/revenue-expense-recognition)
- [Reverse Manufacturing (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/reverse-manufacturing)
- [Roboți software (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/roboți-software)
- [SBS (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/sbs)
- [STR Vision CPM (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/str-vision-cpm)
- [Segmentare ABC (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/segmentare-abc)
- [Shop Floor Control (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/shop-floor-control)
- [Sistem ERP (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/sistem-erp)
- [Software stocuri (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/software-stocuri)
- [Split tva (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/split-tva)
- [Success story (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/success-story)
- [Supply Chain Management (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/supply-chain-management)
- [Web App (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/web-app)
- [aws (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/topic/aws)

[mai mult...

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### Arhivă

- [martie 2026 (3)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2026/03)
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- [octombrie 2025 (8)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2025/10)
- [septembrie 2025 (5)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2025/09)
- [august 2025 (6)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2025/08)
- [iulie 2025 (9)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2025/07)
- [iunie 2025 (7)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2025/06)
- [mai 2025 (6)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2025/05)
- [aprilie 2025 (7)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2025/04)
- [martie 2025 (6)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2025/03)
- [februarie 2025 (6)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2025/02)
- [ianuarie 2025 (6)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2025/01)
- [decembrie 2024 (3)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2024/12)
- [noiembrie 2024 (3)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2024/11)
- [octombrie 2024 (4)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2024/10)
- [septembrie 2024 (2)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2024/09)
- [august 2024 (7)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2024/08)
- [iulie 2024 (7)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2024/07)
- [iunie 2024 (7)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2024/06)
- [mai 2024 (5)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2024/05)
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- [noiembrie 2023 (7)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2023/11)
- [octombrie 2023 (7)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2023/10)
- [septembrie 2023 (4)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2023/09)
- [august 2023 (9)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2023/08)
- [iulie 2023 (6)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2023/07)
- [iunie 2023 (4)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2023/06)
- [mai 2023 (9)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2023/05)
- [aprilie 2023 (4)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2023/04)
- [martie 2023 (7)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2023/03)
- [februarie 2023 (5)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2023/02)
- [ianuarie 2023 (3)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2023/01)
- [decembrie 2022 (4)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2022/12)
- [noiembrie 2022 (8)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2022/11)
- [octombrie 2022 (6)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2022/10)
- [septembrie 2022 (6)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2022/09)
- [august 2022 (8)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2022/08)
- [iulie 2022 (5)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2022/07)
- [iunie 2022 (6)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2022/06)
- [mai 2022 (7)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2022/05)
- [aprilie 2022 (3)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2022/04)
- [martie 2022 (4)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2022/03)
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- [decembrie 2021 (3)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2021/12)
- [noiembrie 2021 (3)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2021/11)
- [octombrie 2021 (3)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2021/10)
- [septembrie 2021 (2)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2021/09)
- [august 2021 (1)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2021/08)
- [iulie 2021 (2)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2021/07)
- [iunie 2021 (4)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2021/06)
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- [august 2012 (3)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2012/08)
- [iulie 2012 (4)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2012/07)
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- [decembrie 2011 (5)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2011/12)
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- [octombrie 2011 (5)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2011/10)
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- [noiembrie 2010 (3)](https://info.bitsoftware.eu/blog/bitsoftware-ro/archive/2010/11)

[mai mult...

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**ENTERSOFTONE**

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