Customer Service – 1 yillik o‘sish rejasi
Statuslar / Muximlik darajalari
- High Priority (HP) – mijozlar qoniqishi va kompaniya imidjiga bevosita ta’sir qiladi
- Medium Priority (MP) – xizmat samaradorligini oshiradi, mijoz bilan aloqani yaxshilaydi
- Low Priority (LP) – qo‘shimcha optimizatsiya, yangi xizmat formatlari
- Boshlanishda minimal team yetarli: 6 kishi
- Buyurtma o‘sishi va mijozlar soni ko‘payishi bilan qo‘shimcha xodim qo‘shish
1. Support (Chat/Phone)
| Bosqich | Vaqt | Vazifalar | Status | Komanda / Resurs |
|---|---|---|---|---|
| Hozirgi support audit | 1 oy | Mijozlarga javob berish jarayonini tahlil qilish | HP | CS Manager + 2 Support Agent |
| Multi-channel support | 1-2 oy | Telegram, WhatsApp, sayt chat integratsiyasi | HP | CS Staff + IT Support |
| Standard javoblar va FAQ | 2-3 oy | Eng ko‘p beriladigan savollar uchun shablonlar | HP | CS Staff |
| Mijoz feedback monitoring | 3-5 oy | Shikoyat va takliflarni tizimga kiritish | MP | CS Manager + Data Analyst |
| KPI monitoring | 5-7 oy | Avg. response time, satisfaction rate | MP | CS Manager |
| Chatbot integratsiyasi | 8-10 oy | Oddiy so‘rovlarni avtomatik javoblash | LP | IT + CS Staff |
| Continuous training | 10-12 oy | Yangi xodimlar va xizmat sifatini oshirish | LP | CS Manager |
2. After-sales / Assembly
| Bosqich | Vaqt | Vazifalar | Status | Komanda / Resurs |
|---|---|---|---|---|
| Assembly audit | 1-2 oy | Mahsulot yig‘ish va yetkazib berish jarayonini tekshirish | HP | Assembly Manager + 2 Technician |
| Delivery & assembly scheduling | 2-4 oy | Buyurtma jadvalini boshqarish | HP | Assembly Staff |
| Customer satisfaction tracking | 4-6 oy | Mijozlar qoniqish darajasi | MP | Assembly Manager + CS Staff |
| Seasonal/peak capacity planning | 6-9 oy | Ko‘p buyurtmalar davrida qo‘shimcha xodimlar | MP | Assembly Staff |
| Process optimization | 9-12 oy | Ish jarayonini tezlashtirish va sifatni oshirish | LP | Assembly Manager + Technicians |
3. Komanda kengayishi (1 yilda)
| Vaqt | Vazifa | Qo‘shimcha resurslar |
|---|---|---|
| 1-3 oy | Hozirgi support va assembly | CS Manager + 2 Support Agent + Assembly Manager + 2 Technician |
| 4-6 oy | Multi-channel support va KPI monitoring | Qo‘shimcha 1 Support Agent |
| 7-12 oy | Chatbot va peak season support | Qo‘shimcha 1-2 Technician + 1 Support Agent |