{"id":11447,"date":"2016-12-09T07:47:51","date_gmt":"2016-12-09T07:47:51","guid":{"rendered":"http:\/\/blog.benchmarkemail.wpengine.com\/?p=3557"},"modified":"2022-05-24T19:50:05","modified_gmt":"2022-05-24T19:50:05","slug":"vendas-suporte-achamos-nosso-cara","status":"publish","type":"post","link":"https:\/\/www.benchmarkemail.com\/br\/blog\/vendas-suporte-achamos-nosso-cara\/","title":{"rendered":"Vendas & Suporte: Achamos nosso cara"},"content":{"rendered":"

No come\u00e7o, perguntas relacionadas a vendas, a suporte e a quem cuidaria deles precisavam ser respondidas. Eu sabia que n\u00e3o seria f\u00e1cil. Felizmente, consegui encontrar a pessoa certa para a tarefa.<\/span><\/p>\n

Nosso suporte no primeiro ano consistia em suporte por email e chat. Virender era nosso \u00fanico agente de suporte. N\u00f3s o encontramos por acaso depois de experimentar outras op\u00e7\u00f5es com resultados m\u00edseros. Ele tem as qualidades que procur\u00e1vamos: honestidade e integridade, com uma \u00e9tica de trabalho muito forte e, \u00e9 claro, as habilidades de comunica\u00e7\u00e3o requeridas. Ele tem se mostrado uma das melhores decis\u00f5es que jamais tomamos na Benchmark. Ele trabalhava incansavelmente durante 12 horas por dia respondendo a chats e emails. As liga\u00e7\u00f5es telef\u00f4nicas eram tratadas localmente, mas ele eventualmente lidava com elas tamb\u00e9m.<\/span><\/p>\n

Em 2006-2007, as coisas continuaram as mesmas. Por fim, abrimos um escrit\u00f3rio em Gurgaon. Novamente, queria manter baixos os custos. Nosso primeiro escrit\u00f3rio n\u00e3o tinha sequer um ar condicionado. Se voc\u00ea j\u00e1 esteve na regi\u00e3o de Delhi\/Gurgaon, sabe tudo sobre o intenso calor e ar seco \u2026 at\u00e9 chegarem as chuvas, que continuavam a chegar cada vez mais tarde no ano e a durar cada vez menos.<\/span><\/p>\n

Adquirimos um ar condicionado relativamente pouco tempo depois para manter a sanidade e a paz do lugar. No entanto, passamos a lidar com a falta de energia que durava muitas horas de cada vez (\u00e0s vezes mais de 8 horas). Depois, compramos um sistema de backup de bateria, mas a\u00ed nossas baterias come\u00e7aram a descarregar. Ent\u00e3o, eventualmente nos mudamos para um lugar que nos permitiu usar um gerador a diesel, mas a\u00ed come\u00e7amos a gastar muito combust\u00edvel. Nossos <\/span>office boys<\/span><\/i> corriam para comprar combust\u00edvel para os nossos geradores, tudo enquanto administrando suas tarefas di\u00e1rias e outros requisitos de tentar desenvolver e administrar um escrit\u00f3rio na \u00cdndia. Por fim, \u00e9 claro, n\u00f3s nos mudamos para um local mais moderno e caro, em que todas essas necessidades b\u00e1sicas foram sanadas.<\/span><\/p>\n

Uma pergunta que pode vir \u00e0 sua mente \u00e9: Como foi desenvolvida a equipe de Vendas da \u00cdndia? Acho que, nos primeiros 3-5 anos, sequer tentamos vender nossos servi\u00e7os na \u00cdndia, visto que est\u00e1vamos t\u00e3o concentrados em prestar suporte para os EUA. Al\u00e9m disso, seguir as<\/span> melhores pr\u00e1ticas de email marketing<\/span><\/a> n\u00e3o era algo que se colocava muito em pr\u00e1tica na \u00cdndia. A verdade \u00e9 que n\u00e3o era colocado muito em pr\u00e1tica nos EUA, tamb\u00e9m. No entanto, a \u00cdndia era um pouco mais selvagem em termos de cultivar ou comprar listas, e t\u00ednhamos que tomar cuidado. Desde ent\u00e3o, tem melhorado muito, mas ainda precisamos estar alertas.<\/span><\/p>\n

\"India<\/p>\n

Nossa equipe de vendas & suporte na \u00cdndia logo se tornaria o que voc\u00ea v\u00ea aqui, mas Virender est\u00e1 ali no centro (de camisa branca).<\/p>\n<\/div>\n

O fato de que Virender era nossa \u00fanica pessoa em suporte por um tempo atesta seu trabalho duro e credibilidade. A diferen\u00e7a de fuso hor\u00e1rio entre Delhi e a Calif\u00f3rnia varia de 12 a 13 horas e meia, dependendo do hor\u00e1rio de ver\u00e3o. Isso colocava muito estresse no Virender, pois ele estava trabalhando basicamente das 18h \u00e0s 6h, seis dias por semana. N\u00e3o era uma tarefa f\u00e1cil. Por fim, contratamos mais pessoas para ajudar Virender. Conforme dito antes, um dos motivos pelos quais decidimos prover suporte e desenvolvimento a partir da \u00cdndia foi o custo. Em 2005-2009, pudemos contratar pessoas com n\u00edvel superior completo que falavam e escreviam bem em ingl\u00eas por $200-$400 por m\u00eas (uau!). Essas economias permitiram que tiv\u00e9ssemos lucro desde o come\u00e7o.<\/span><\/p>\n

Algumas perguntas de suporte que precisamos resolver no come\u00e7o incluem como e se ir\u00edamos prover suporte via telefone a partir da \u00cdndia. Dois problemas que enfrentamos aqui eram o sotaque forte e a transmiss\u00e3o de voz via IP, que n\u00e3o era t\u00e3o refinada na \u00e9poca. Recebemos algumas reclama\u00e7\u00f5es, mas acho que foram contrabalan\u00e7adas pelo profissionalismo e extrema cortesia que nossos representantes mostravam aos clientes. Algo particular da cultura hindu \u00e9 que eles sentem prazer em fazer um bom trabalho servindo seus clientes, especialmente quando s\u00e3o ocidentais. Em meu pr\u00f3ximo post, vou identificar mais desafios e falar sobre a mudan\u00e7a em dire\u00e7\u00e3o a uma companhia mais global.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

No come\u00e7o, perguntas relacionadas a vendas, a suporte e a quem cuidaria deles precisavam ser respondidas. Eu sabia que n\u00e3o seria f\u00e1cil. Felizmente, consegui encontrar a pessoa certa para a tarefa. Nosso suporte no primeiro ano consistia em suporte por email e chat. Virender era nosso \u00fanico agente de suporte. N\u00f3s o encontramos por acaso…<\/p>\n","protected":false},"author":80,"featured_media":12961,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[2226],"tags":[],"class_list":["post-11447","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-novidades-da-benchmark"],"yoast_head":"\nVendas & Suporte: Achamos nosso cara - Benchmark Email<\/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:\/\/www.benchmarkemail.com\/br\/blog\/vendas-suporte-achamos-nosso-cara\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Vendas & Suporte: Achamos nosso cara - Benchmark Email\" \/>\n<meta property=\"og:description\" content=\"No come\u00e7o, perguntas relacionadas a vendas, a suporte e a quem cuidaria deles precisavam ser respondidas. Eu sabia que n\u00e3o seria f\u00e1cil. Felizmente, consegui encontrar a pessoa certa para a tarefa. Nosso suporte no primeiro ano consistia em suporte por email e chat. Virender era nosso \u00fanico agente de suporte. 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