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data-garden-id="grid.col" data-garden-version="8.76.2"><div class="LogotypeRowstyle__LogotypeRowRoot-sc-p9wc1w-0 xUHoC"><div class="LogotypeRowstyle__LogotypeRowBasic-sc-p9wc1w-3 fNogSY sc-6db8ece-2 gBBnCp"><img src="https://d1eipm3vz40hy0.cloudfront.net/images/Customer+Stories+/Spoonflower/Spoonflower_Logo.png" alt="" class="LogotypeRowstyle__Logo-sc-p9wc1w-7 dfYLfN"/></div></div><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 erblZw">Per Spoonflower, più efficienza e self-service con integrazioni intelligenti </h1><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Spoonflower è una piattaforma leader per la stampa on-demand di carta da parati, complementi di arredo e tessuti pregiati. Una perfetta integrazione tra Zendesk e Forethought ha permesso all’azienda a migliorare l’assistenza clienti con un sistema di ticketing più efficiente, un bot che riduce il numero di ticket e migliori capacità di reporting sui dati. Grazie a questi miglioramenti, il team è stato in grado di raggiungere un CSAT del 93% e di posizionare il servizio clienti come generatore di ricavi. </p><div class="SocialBlockstyle__SocialBlockRoot-sc-1ebt7cj-7 fDqkXl sc-6db8ece-6 flqbqi"><ul class="SocialBlockstyle__ListWrapper-sc-1ebt7cj-8 hAhnRj"><li class="SocialBlockstyle__ListItem-sc-1ebt7cj-9 bvObyx"><a target="_blank" href="https://twitter.com/intent/tweet?url=https://zdsk.co/3xI855O&text=Per%20Spoonflower%2C%20pi%C3%B9%20efficienza%20e%20self-service%20con%20integrazioni%20intelligenti" class="SocialBlockstyle__Link-sc-1ebt7cj-10 kuXMXJ"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" theme="[object Object]" class="SocialBlockstyle__TwitterIcon-sc-1ebt7cj-1 ennTzG"><path class="twitter-x_svg__st0" d="M9.3 6.9 14.4 1h-1.2L8.8 6.1 5.2 1H1.1l5.3 7.8L1.1 15h1.2L7 9.6l3.7 5.4h4.1L9.3 6.9zm-1.6 2-.6-.8-4.3-6.2h1.9l3.5 5 .5.8 4.5 6.5h-1.9L7.7 8.9z"></path></svg></a></li><li 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15.008 0 0 1 1.794 2.15c.509.758.936 1.546 1.279 2.363s.598 1.67.764 2.559c.178.888.266 1.812.266 2.771v-.071z"></path></svg></a></li></ul></div><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/industries/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Trova la mia soluzione<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 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src="https://d1eipm3vz40hy0.cloudfront.net/images/Customer+Stories+/Spoonflower/Spoonflower_Shelf_Glasses_Resize.png"/></div></div></div></div></section></div><section class="Basestyle__BaseRoot-sc-3zktjg-1 bJotli"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 sc-6db8ece-7 bEEqbX efwOpC" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 khrxgA Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="Quotestyle__QuoteRoot-sc-rczw5k-0 bSUcvB sc-6db8ece-3 fNNJzm"><blockquote class="Textstyle__TextRoot-sc-c9um69-0 jtzLSQ">“Non abbiamo dovuto cercare altrove o passare a un altro strumento perché, se per caso c’è qualcosa che manca o non possiamo fare con Zendesk, possiamo integrare facilmente un componente aggiuntivo come Forethought o Lessonly.”</blockquote><cite class="Quotestyle__QuoteCite-sc-rczw5k-6 fAzQtZ"><p class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI Quotestyle__QuoteSubHeading-sc-rczw5k-2 bDOUKT">Jennifer Spanos</p><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD">Senior Manager, Business Operations and Strategy - Spoonflower</p></cite><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 Quotestyle__QuoteStatsRow-sc-rczw5k-4 bEEqbX bNLckv" data-garden-id="grid.row" data-garden-version="8.76.2"></div></div></div></div><div class="StyledCol-sc-inuw62-0 khrxgA Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="Quotestyle__QuoteRoot-sc-rczw5k-0 bSUcvB sc-6db8ece-3 fNNJzm"><blockquote class="Textstyle__TextRoot-sc-c9um69-0 jtzLSQ">“Abbiamo un ricavo per utente più alto quando un cliente chatta con noi, rispetto a quando naviga sul sito da solo. E il tasso di conversione dalla chat è 9 volte superiore al tasso di conversione standard per i clienti che utilizzano il sito.” </blockquote><cite class="Quotestyle__QuoteCite-sc-rczw5k-6 fAzQtZ"><p class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI Quotestyle__QuoteSubHeading-sc-rczw5k-2 bDOUKT">Michelle Swart</p><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD">Zendesk Administrator and Data Analyst - Spoonflower</p></cite><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 Quotestyle__QuoteStatsRow-sc-rczw5k-4 bEEqbX bNLckv" data-garden-id="grid.row" data-garden-version="8.76.2"></div></div></div></div></div><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 sc-6db8ece-7 bEEqbX efwOpC" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="Cardstyle__CardRoot-sc-1g3sojj-1 bOnvHI"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 hpSOeB">Sede centrale dell'azienda</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Durham, Carolina del Nord</p></div></div><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="Cardstyle__CardRoot-sc-1g3sojj-1 bOnvHI"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 hpSOeB">Creativi</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">3,3 mln+</p></div></div><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="Cardstyle__CardRoot-sc-1g3sojj-1 bOnvHI"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 hpSOeB">Design</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">1 mln+</p></div></div><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="Cardstyle__CardRoot-sc-1g3sojj-1 bOnvHI"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 hpSOeB">Fondazione dell'azienda</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">2008</p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 hPNIKC sc-6db8ece-4 bRPUWo"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div color="popeye" class="Statstyle__StatRoot-sc-17s8ggd-0 kLoMYp"><p class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR stat-figure">93%</p><p class="stat-text">Punteggio CSAT medio</p></div></div><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div color="popeye" class="Statstyle__StatRoot-sc-17s8ggd-0 kLoMYp"><p class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR stat-figure">85%</p><p class="stat-text">Ticket risolti al primo contatto</p></div></div><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div color="popeye" class="Statstyle__StatRoot-sc-17s8ggd-0 kLoMYp"><p class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR stat-figure">45%</p><p class="stat-text">Tasso di differimento dei ticket</p></div></div><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div color="popeye" class="Statstyle__StatRoot-sc-17s8ggd-0 kLoMYp"><p class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR stat-figure">+9x</p><p class="stat-text">Tasso di conversione da chat vs. standard</p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 hPNIKC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 ehCbSI Gridstyle__Col-sc-1uhmtis-2 sc-6db8ece-5 hmvmFG hSylqG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Per chi sogna di progettare e stampare carta da parati, tessuti o complementi di arredo per la propria casa, <a target="_blank" rel="noopener noreferrer" href="https://www.spoonflower.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Spoonflower<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> è il paradiso della creatività. Questa piattaforma globale di e-commerce offre più di 1 milione di progetti creati da artisti indipendenti di tutto il mondo e ogni modello può essere trasformato in prodotti da stampare on-demand. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Negli ultimi 15 anni, la comunità di Spoonflower ha raggiunto i 3,3 milioni di creativi (e oltre) che apprezzano l’impegno dell’azienda verso pratiche sostenibili e l’espressione imprenditoriale. Questa base di utenti continua a crescere da quando Spoonflower è stata acquisita da Shutterfly nel 2021. </p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">CX per gruppi eterogenei con esigenze uniche</h4><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Michelle Swart ha lavorato per dieci anni in Spoonflower e sa cosa serve per creare un’esperienza positiva per tutte le diverse categorie di utenti. “Abbiamo artisti che caricano progetti sul sito e partecipano a sfide di design. Ci sono persone che fanno shopping sul marketplace, acquistano carta da parati o complementi di arredo per la casa. E c’è chi crea oggetti personalizzati per uso proprio”, spiega Swart. “Abbiamo anche molti clienti B2B, come designer di interni e singoli venditori su Etsy o Amazon Marketplace che realizzano capi di abbigliamento e altri articoli con i nostri tessuti.” </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Il servizio clienti deve essere in grado di gestire tutti questi gruppi diversi con le loro esigenze specifiche”, spiega Swart, data analyst e amministratore della soluzione Zendesk. “In pratica, il mio ruolo è quello di collegare tutte le parti coinvolte. Metto in contatto i clienti con gli agenti trasmettendogli i loro feedback e agevolandone il lavoro, e poi riporto tutto questo ai reparti operativi per migliorare i nostri prodotti e le nostre attività.” </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Cliente di Zendesk dal 2012, Spoonflower gestisce circa 22.000 ticket di assistenza al mese. I suoi 4 team di assistenza clienti utilizzano Zendesk Suite Enterprise per chat, email, moduli web, voce (call back), SMS (testo) e canali social, tra cui Facebook, Twitter e Instagram. Per le vendite e la gestione degli account viene usato il software CRM Zendesk Sell, ma sono disponibili anche postazioni Zendesk utilizzate in contabilità, risorse umane e marketing, e a scopo di visibilità anche nel reparto tecnico. </p><img alt="Spoonflower" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/Customer+Stories+/Spoonflower/Spoonflower_Black_Pink_Resize.png"/><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Integrazione di Forethought per il triage e il self-service</h4><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Come molte aziende, Spoonflower ha raggiunto un punto di svolta durante la pandemia, quando si è resa conto della necessità di ulteriori funzionalità nel suo sistema CX. Urgeva infatti un sistema di ticketing automatizzato per ridurre i tempi di risoluzione e una knowledge base integrata per offrire un’assistenza self-service migliore. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Cercavamo uno strumento che ci aiutasse con più opzioni di triage e di tagging. Dopo aver trovato Forethought, abbiamo scoperto molti altri strumenti di cui non eravamo a conoscenza”, spiega Jennifer Spanos, Business Operations and Strategy Manager presso Spoonflower. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Integrando Zendesk con Forethought, il team ha potuto sostituire i processi di ticketing manuali con flussi di lavoro più snelli. Ogni richiesta arriva prima al bot Forethought e se il problema non viene risolto o il cliente vuole parlare con un agente, viene trasferito alla chat di Zendesk. Gli agenti utilizzano gli strumenti Solve e Triage di Forethought per i ticket urgenti, come le cancellazioni degli ordini o i problemi che devono essere risolti prima di procedere alla stampa di un ordine.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Utilizziamo Forethought Assist Tool per aiutare gli agenti a riempire gli spazi vuoti e il bot per far emergere gli articoli pertinenti dal centro assistenza", spiega Spanos. “Il bot è in grado di sintetizzare, individuare le informazioni giuste e fornire una risposta al cliente, il che è davvero utile per gestire le domande più semplici.” </p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Differimento e tagging dei ticket per operazioni più fluide</h4><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Con un sistema di ticketing più solido, il team ha potuto concentrarsi su come fornire un servizio più tempestivo. “Per ottimizzare l’efficienza puntiamo sulla capacità di deviare i ticket, su un solido centro assistenza e sull’utilizzo di Forethought”, spiega Swart. “Poi, all’efficienza affianchiamo la capacità di risolvere i ticket al primo contatto. Intendiamo anticipare le domande di follow-up del cliente, quindi ci assicuriamo che gli agenti abbiano tutta la formazione necessaria e una buona conoscenza dei prodotti.” Il nuovo approccio ha contribuito a raggiungere un tasso di risoluzione al primo contatto dell’85%. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Forethought funziona anche come strumento di tagging preliminare, in modo che gli agenti possano tenere traccia dei problemi di qualità dei prodotti e capire meglio quanti clienti riscontrano lo stesso problema. “Un anno fa ho realizzato un grande progetto per semplificare tutti i nostri moduli e rendere più efficiente il tagging”, spiega Swart. “Inoltre, siamo in grado di riferire ai diversi reparti e capire dove è possibile apportare modifiche e semplificare le cose, in modo da deviare ancora più ticket in futuro.” </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Se c’è un problema tecnico sul sito web, siamo in grado di incanalare i ticket in modo che il nostro team di assistenza tecnica possa monitorarli”, aggiunge Swart. Il team condivide inoltre i dati CX con il personale dello stabilimento dell’azienda, in modo da poter determinare se un problema ricorrente è causato da un errore umano o da una particolare macchina. </p><img alt="Spoonflower" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/Customer+Stories+/Spoonflower/Spoonflower_Multi_Trees_Resize.png"/><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">La CX come generatore di ricavi</h4><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Swart promuove i miglioramenti apportati dal team con gli aggiornamenti della CX e intende cogliere ulteriori opportunità con la chat. “Abbiamo un ricavo per utente più alto quando un cliente chatta con noi, rispetto a quando naviga sul sito da solo. E il tasso di conversione nella chat è 9 volte superiore al tasso di conversione standard per i clienti che utilizzano il sito.” Grazie a una migliore esperienza di assistenza, il team riesce a mantenere ottimi punteggi CSAT, che in alcuni casi raggiungono il 93%. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">La capacità di presentare tali risultati al management contribuisce ad attribuire più valore alla CX, che non è più considerata solo come un centro costi. “Come servizio clienti, ci sforziamo di apportare un valore aggiunto al brand, oltre che di incrementare i ricavi,” aggiunge Swart. “Siamo riusciti in questo intento e ora il management di Spoonflower si aspetta questo dal nostro team.” </p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Supporto flessibile, senza necessità di programmazione</h4><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Swart, che ha una formazione artistica, ha trovato Zendesk sorprendentemente facile da usare. “È importante avere la flessibilità di poter intervenire da soli. Non ho una formazione in ingegneria informatica. Ma in qualità di amministratore della soluzione Zendesk, non ho bisogno di saper programmare per creare uno spazio di lavoro affidabile e adatto ai nostri agenti come individui.” </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Il sistema ottimizzato di Spoonflower supporta gli utenti in ogni attività. Secondo l’esperienza di Swart, “In Zendesk è possibile fare praticamente tutto. Si possono personalizzare le funzioni esattamente secondo necessità e mettere a punto nuove idee che possono differire dal modo in cui opera un tipico team di assistenza clienti. E poi, in Apps Marketplace è possibile trovare ogni sorta di strumento per rendere l’area di lavoro degli agenti ancora più fluida.” </p><img alt="Spoonflower" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/Customer+Stories+/Spoonflower/Spoonflower_Bedding_Resize.png"/><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Affiancare strumenti intelligenti all’assistenza incentrata sulle persone</h4><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">L’implementazione di potenti soluzioni CX consente al team di Spoonflower di crescere ed evolversi. “Non abbiamo dovuto cercare altrove o passare a un altro strumento perché, se per caso c’è qualcosa che manca o non possiamo fare con Zendesk, possiamo integrare facilmente un componente aggiuntivo come Forethought o Lessonly”, osserva Spanos. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Le integrazioni con Lessonly e la suite Salesforce Customer 360 hanno contribuito a creare uno spazio di lavoro in cui gli agenti trovano tutto ciò di cui hanno bisogno. Inoltre, il componente aggiuntivo Proactive Campaigns di Zendesk Support consente al team del servizio clienti di inviare messaggi proattivi su scala ridotta rispetto a quanto avviene di solito nel reparto marketing. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Uno stack tecnologico più solido offre a Spoonflower la possibilità di lasciarsi alle spalle un modello di assistenza più tradizionale e reattivo. “Vogliamo mantenere un’assistenza clienti di alta qualità e vogliamo che i membri del team si sentano a proprio agio nel loro ruolo”, spiega Spanos. “Passare a un approccio più proattivo, fornire risposte puntuali ai clienti, dotare gli agenti degli strumenti necessari e di più autonomia: tutto questo aiuta gli agenti a essere più produttivi.” </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">In definitiva, il team di Spoonflower si concentra sull’ottenere l’equilibrio ottimale tra funzionalità intelligenti e un’assistenza incentrata sulle persone. “Continueremo a investire nel nostro personale e nella tecnologia, in particolare in tutte le opzioni di intelligenza artificiale che si stanno affermando”, aggiunge Spanos. “Vogliamo essere certi di utilizzare in modo intelligente non solo la tecnologia, ma anche il nostro personale. 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Una perfetta integrazione tra Zendesk e Forethought ha permesso all’azienda a migliorare l’assistenza clienti con un sistema di ticketing più efficiente, un bot che riduce il numero di ticket e migliori capacità di reporting sui dati. Grazie a questi miglioramenti, il team è stato in grado di raggiungere un CSAT del 93% e di posizionare il servizio clienti come generatore di ricavi. 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E il tasso di conversione dalla chat è 9 volte superiore al tasso di conversione standard per i clienti che utilizzano il sito.” ","customer-stat-button-text":"Trova la mia soluzione","customer-stat-button-link":"https://www.zendesk.com/industries/","customer-hero-secondary-cta-text":"Scopri Zendesk Luminaries","customer-hero-secondary-cta-href":"https://www.zendesk.com/luminaries/","_wp_page_template":"default","last_modified_by":"bureauworks","_tms_delivery":"2024-04-11 18:45:33","_edit_lock":"1713788119:3041","_edit_last":"3041","_wp_old_date":"2024-04-11","canonical":"https://www.zendesk.com/it/customer/spoonflower/","seoTitle":"Per Spoonflower, più efficienza e self-service con integrazioni intelligenti","seoDescription":"Grazie alla perfetta integrazione tra Zendesk e Forethought, Spoonflower raggiunge il 93% di CSAT e posiziona la CX come generatore di ricavi.","seoImage":"https://d1eipm3vz40hy0.cloudfront.net/images/Customer+Stories+/Spoonflower/Spoonflower_Shelf_Glasses_Resize.png","twitterImage":"https://d1eipm3vz40hy0.cloudfront.net/images/Customer+Stories+/Spoonflower/Spoonflower_Shelf_Glasses_Resize.png","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","shareLinks":{"twitter":"https://zdsk.co/3xI855O","facebook":"https://zdsk.co/49E3Oh3","linkedin":"https://zdsk.co/4ayGyme"},"path":"/customer/spoonflower/","title":"Per Spoonflower, più efficienza e self-service con integrazioni intelligenti","publishedAt":"2024-04-22 12:15:01","updatedAt":"2024-04-22 12:15:01","updatedAtFormatted":"22 aprile 2024","content":"\u003cp\u003ePer chi sogna di progettare e stampare carta da parati, tessuti o complementi di arredo per la propria casa, \u003ca href=\"https://www.spoonflower.com/\" title=\"\"\u003eSpoonflower\u003c/a\u003e è il paradiso della creatività. Questa piattaforma globale di e-commerce offre più di 1 milione di progetti creati da artisti indipendenti di tutto il mondo e ogni modello può essere trasformato in prodotti da stampare on-demand. \u003c/p\u003e\n\u003cp\u003eNegli ultimi 15 anni, la comunità di Spoonflower ha raggiunto i 3,3 milioni di creativi (e oltre) che apprezzano l’impegno dell’azienda verso pratiche sostenibili e l’espressione imprenditoriale. Questa base di utenti continua a crescere da quando Spoonflower è stata acquisita da Shutterfly nel 2021. \u003c/p\u003e\n\u003ch4\u003eCX per gruppi eterogenei con esigenze uniche\u003c/h4\u003e\n\u003cp\u003eMichelle Swart ha lavorato per dieci anni in Spoonflower e sa cosa serve per creare un’esperienza positiva per tutte le diverse categorie di utenti. “Abbiamo artisti che caricano progetti sul sito e partecipano a sfide di design. Ci sono persone che fanno shopping sul marketplace, acquistano carta da parati o complementi di arredo per la casa. E c’è chi crea oggetti personalizzati per uso proprio”, spiega Swart. “Abbiamo anche molti clienti B2B, come designer di interni e singoli venditori su Etsy o Amazon Marketplace che realizzano capi di abbigliamento e altri articoli con i nostri tessuti.” \u003c/p\u003e\n\u003cp\u003e“Il servizio clienti deve essere in grado di gestire tutti questi gruppi diversi con le loro esigenze specifiche”, spiega Swart, data analyst e amministratore della soluzione Zendesk. “In pratica, il mio ruolo è quello di collegare tutte le parti coinvolte. Metto in contatto i clienti con gli agenti trasmettendogli i loro feedback e agevolandone il lavoro, e poi riporto tutto questo ai reparti operativi per migliorare i nostri prodotti e le nostre attività.” \u003c/p\u003e\n\u003cp\u003eCliente di Zendesk dal 2012, Spoonflower gestisce circa 22.000 ticket di assistenza al mese. I suoi 4 team di assistenza clienti utilizzano Zendesk Suite Enterprise per chat, email, moduli web, voce (call back), SMS (testo) e canali social, tra cui Facebook, Twitter e Instagram. Per le vendite e la gestione degli account viene usato il software CRM Zendesk Sell, ma sono disponibili anche postazioni Zendesk utilizzate in contabilità, risorse umane e marketing, e a scopo di visibilità anche nel reparto tecnico. \u003c/p\u003e\n\u003cp\u003e\u003cimg src=\"https://d1eipm3vz40hy0.cloudfront.net/images/Customer+Stories+/Spoonflower/Spoonflower_Black_Pink_Resize.png\" alt=\"Spoonflower\" /\u003e\u003c/p\u003e\n\u003ch4\u003eIntegrazione di Forethought per il triage e il self-service\u003c/h4\u003e\n\u003cp\u003eCome molte aziende, Spoonflower ha raggiunto un punto di svolta durante la pandemia, quando si è resa conto della necessità di ulteriori funzionalità nel suo sistema CX. Urgeva infatti un sistema di ticketing automatizzato per ridurre i tempi di risoluzione e una knowledge base integrata per offrire un’assistenza self-service migliore. \u003c/p\u003e\n\u003cp\u003e“Cercavamo uno strumento che ci aiutasse con più opzioni di triage e di tagging. Dopo aver trovato Forethought, abbiamo scoperto molti altri strumenti di cui non eravamo a conoscenza”, spiega Jennifer Spanos, Business Operations and Strategy Manager presso Spoonflower. \u003c/p\u003e\n\u003cp\u003eIntegrando Zendesk con Forethought, il team ha potuto sostituire i processi di ticketing manuali con flussi di lavoro più snelli. Ogni richiesta arriva prima al bot Forethought e se il problema non viene risolto o il cliente vuole parlare con un agente, viene trasferito alla chat di Zendesk. Gli agenti utilizzano gli strumenti Solve e Triage di Forethought per i ticket urgenti, come le cancellazioni degli ordini o i problemi che devono essere risolti prima di procedere alla stampa di un ordine.\u003c/p\u003e\n\u003cp\u003e“Utilizziamo Forethought Assist Tool per aiutare gli agenti a riempire gli spazi vuoti e il bot per far emergere gli articoli pertinenti dal centro assistenza\u0026quot;, spiega Spanos. “Il bot è in grado di sintetizzare, individuare le informazioni giuste e fornire una risposta al cliente, il che è davvero utile per gestire le domande più semplici.” \u003c/p\u003e\n\u003ch4\u003eDifferimento e tagging dei ticket per operazioni più fluide\u003c/h4\u003e\n\u003cp\u003eCon un sistema di ticketing più solido, il team ha potuto concentrarsi su come fornire un servizio più tempestivo. “Per ottimizzare l’efficienza puntiamo sulla capacità di deviare i ticket, su un solido centro assistenza e sull’utilizzo di Forethought”, spiega Swart. “Poi, all’efficienza affianchiamo la capacità di risolvere i ticket al primo contatto. Intendiamo anticipare le domande di follow-up del cliente, quindi ci assicuriamo che gli agenti abbiano tutta la formazione necessaria e una buona conoscenza dei prodotti.” Il nuovo approccio ha contribuito a raggiungere un tasso di risoluzione al primo contatto dell’85%. \u003c/p\u003e\n\u003cp\u003eForethought funziona anche come strumento di tagging preliminare, in modo che gli agenti possano tenere traccia dei problemi di qualità dei prodotti e capire meglio quanti clienti riscontrano lo stesso problema. “Un anno fa ho realizzato un grande progetto per semplificare tutti i nostri moduli e rendere più efficiente il tagging”, spiega Swart. “Inoltre, siamo in grado di riferire ai diversi reparti e capire dove è possibile apportare modifiche e semplificare le cose, in modo da deviare ancora più ticket in futuro.” \u003c/p\u003e\n\u003cp\u003e“Se c’è un problema tecnico sul sito web, siamo in grado di incanalare i ticket in modo che il nostro team di assistenza tecnica possa monitorarli”, aggiunge Swart. Il team condivide inoltre i dati CX con il personale dello stabilimento dell’azienda, in modo da poter determinare se un problema ricorrente è causato da un errore umano o da una particolare macchina. \u003c/p\u003e\n\u003cp\u003e\u003cimg src=\"https://d1eipm3vz40hy0.cloudfront.net/images/Customer+Stories+/Spoonflower/Spoonflower_Multi_Trees_Resize.png\" alt=\"Spoonflower\" /\u003e\u003c/p\u003e\n\u003ch4\u003eLa CX come generatore di ricavi\u003c/h4\u003e\n\u003cp\u003eSwart promuove i miglioramenti apportati dal team con gli aggiornamenti della CX e intende cogliere ulteriori opportunità con la chat. “Abbiamo un ricavo per utente più alto quando un cliente chatta con noi, rispetto a quando naviga sul sito da solo. E il tasso di conversione nella chat è 9 volte superiore al tasso di conversione standard per i clienti che utilizzano il sito.” Grazie a una migliore esperienza di assistenza, il team riesce a mantenere ottimi punteggi CSAT, che in alcuni casi raggiungono il 93%. \u003c/p\u003e\n\u003cp\u003eLa capacità di presentare tali risultati al management contribuisce ad attribuire più valore alla CX, che non è più considerata solo come un centro costi. “Come servizio clienti, ci sforziamo di apportare un valore aggiunto al brand, oltre che di incrementare i ricavi,” aggiunge Swart. “Siamo riusciti in questo intento e ora il management di Spoonflower si aspetta questo dal nostro team.” \u003c/p\u003e\n\u003ch4\u003eSupporto flessibile, senza necessità di programmazione\u003c/h4\u003e\n\u003cp\u003eSwart, che ha una formazione artistica, ha trovato Zendesk sorprendentemente facile da usare. “È importante avere la flessibilità di poter intervenire da soli. Non ho una formazione in ingegneria informatica. Ma in qualità di amministratore della soluzione Zendesk, non ho bisogno di saper programmare per creare uno spazio di lavoro affidabile e adatto ai nostri agenti come individui.” \u003c/p\u003e\n\u003cp\u003eIl sistema ottimizzato di Spoonflower supporta gli utenti in ogni attività. Secondo l’esperienza di Swart, “In Zendesk è possibile fare praticamente tutto. Si possono personalizzare le funzioni esattamente secondo necessità e mettere a punto nuove idee che possono differire dal modo in cui opera un tipico team di assistenza clienti. E poi, in Apps Marketplace è possibile trovare ogni sorta di strumento per rendere l’area di lavoro degli agenti ancora più fluida.” \u003c/p\u003e\n\u003cp\u003e\u003cimg src=\"https://d1eipm3vz40hy0.cloudfront.net/images/Customer+Stories+/Spoonflower/Spoonflower_Bedding_Resize.png\" alt=\"Spoonflower\" /\u003e\u003c/p\u003e\n\u003ch4\u003eAffiancare strumenti intelligenti all’assistenza incentrata sulle persone\u003c/h4\u003e\n\u003cp\u003eL’implementazione di potenti soluzioni CX consente al team di Spoonflower di crescere ed evolversi. “Non abbiamo dovuto cercare altrove o passare a un altro strumento perché, se per caso c’è qualcosa che manca o non possiamo fare con Zendesk, possiamo integrare facilmente un componente aggiuntivo come Forethought o Lessonly”, osserva Spanos. \u003c/p\u003e\n\u003cp\u003eLe integrazioni con Lessonly e la suite Salesforce Customer 360 hanno contribuito a creare uno spazio di lavoro in cui gli agenti trovano tutto ciò di cui hanno bisogno. Inoltre, il componente aggiuntivo Proactive Campaigns di Zendesk Support consente al team del servizio clienti di inviare messaggi proattivi su scala ridotta rispetto a quanto avviene di solito nel reparto marketing. \u003c/p\u003e\n\u003cp\u003eUno stack tecnologico più solido offre a Spoonflower la possibilità di lasciarsi alle spalle un modello di assistenza più tradizionale e reattivo. “Vogliamo mantenere un’assistenza clienti di alta qualità e vogliamo che i membri del team si sentano a proprio agio nel loro ruolo”, spiega Spanos. “Passare a un approccio più proattivo, fornire risposte puntuali ai clienti, dotare gli agenti degli strumenti necessari e di più autonomia: tutto questo aiuta gli agenti a essere più produttivi.” \u003c/p\u003e\n\u003cp\u003eIn definitiva, il team di Spoonflower si concentra sull’ottenere l’equilibrio ottimale tra funzionalità intelligenti e un’assistenza incentrata sulle persone. “Continueremo a investire nel nostro personale e nella tecnologia, in particolare in tutte le opzioni di intelligenza artificiale che si stanno affermando”, aggiunge Spanos. “Vogliamo essere certi di utilizzare in modo intelligente non solo la tecnologia, ma anche il nostro personale. Non vogliamo che i nostri preziosi team vengano sostituiti dalla tecnologia.” \u003c/p\u003e\n","related":[]},"preview":false,"id":202193352,"locale":"it"},"__lang":"it","__namespaces":{"header":{"brand_logoname_blog":"Blog Zendesk","newsroom":"Newsroom","brand_subtitle_newsroom":"Notizie e annunci aziendali","marketplace":"Marketplace","arialabel_toggle":"Attiva/disattiva menu mobile","arialabel_search":"Ricerca","contact_us":"Contattaci","primary_btn":"Prova gratuita","primary_btn_blog":"Inizia la tua prova gratuita","secondary_btn_pricing":"Acquista ora","secondary_btn_login":"Accedi","secondary_btn_demo":"Guarda la demo","return_to_homepage":"Vai alla homepage di Zendesk","newsroom_navlink_press_releases":"Comunicati stampa","newsroom_navlink_media":"Risorse multimediali","primary_btn_newsroom":"Contattaci","dropdown_products":"Prodotti","dropdowns_service_title":"Zendesk per il servizio clienti","dropdowns_service_subtitle":"La soluzione di assistenza 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