Get to know our level of customer care.
Each of our clients has a personal account manager who is responsible for the quality and experience with our service over the long term.
There are many benefits from the set model, such as knowledge of the product being sold, history of client requirements and their appropriate solutions, consistency of communication or building a professional relationship.
You always know who to contact and you can be sure that your requirements are handled with the same care as if it were our own project.
Average time to first ticket assignment
Get to know our level of customer care in key metrics.
First contact resolution
First response within SLA
Ticket resolution within SLA
Examples of a personal approach in client care.
Your customer care personal representative will cover, independently handle, or distribute operational requests to the relevant agent within our company. He or she discusses the severity and competence of the request with the logistics, IT or finance department, supervises its resolution, proposes compensation and provides feedback to the client on the situation.
Your personal customer care representative reports directly to you on the current stock status, monitors market developments and then recommends product innovations from carriers, such as special promotions, discounts, offer extensions, service outages, etc. He also assists you with administration in the client’s MySkladon application, passes on instructions for orders, or assists with other operational tasks.
Your personal customer care representative takes over all communication with the carriers used on your behalf. For example, he deals with various scenarios in the area of shipment claims, supervises the fulfilment of the compensation incurred, quotes prices and orders pallet transport from contracted companies, etc.
Your personal representative from customer care represents you in communication with the customs office in the field of customs, documentation of HS codes and related obligations.
Your personal representative from customer care is responsible for the quality of the service offered in the long term, including follow-up development projects. During your regular meetings with on a quarterly basis (QBRs), he evaluates the development of the mutual cooperation and suggests possible improvements for a mutually satisfied partnership.
Your personal representative from customer care proposes packaging guidelines depending on the nature of the product being sold, prices your own packaging, answers questions on price lists for warehouse services, packaging material and transport, passes on know-how related to entering foreign markets, etc.
Client experience in communicating with our customer care.
What I appreciate about Skladon is the communication with the customer service – specifically the well managed ticket portal, the high speed of response and the willingness to always help.
Pavlina Zizlavska
Senior Operations Manager Skinners
NPS satisfaction with our ticket portal
Customer care of Skladon always tries to be helpful and resolve the situation to everyone’s satisfaction.
David Pavel
Co-founder Pepperfield
Average satisfaction score in customer care communication
I rate the communication with Skladon’s customer care with three associations: helpful, flexible, efficient.
Filip Csontos
Operations Manager LOBEY
NPS in a recommendation of Skladon to other relevant companies
Download our customer care calculator.
Customer care calculator for free.
Are you looking for a tool to calculate and continuously review key metrics in evaluating the quality of your customer care? Download our customer care calculator.
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Frequently asked questions.
Each of our clients has different requirements for receiving goods, picking, storage, packaging, etc. To ensure maximum satisfaction, we therefore follow pre-set rules and guidelines for each client, which also determines the final price.
We insert orthopaedic inserts into shoes or tie shoelaces, include free gifts for packages over a defined value, write personalised messages in the language of the destination directly on the box when sending abroad, etc. Again, everything depends on the client’s wishes.
In this case, we will initiate a complaint procedure against the competent party, in which you will be fully represented by your long-term assigned account manager.
Haven't found what you were looking for?
Call us at (+420) 739 378 030, or email sales@skladon.cz
Fulfillment without worries within your reach.
Do the best for your business. Outsource your logistics and get time to focus on key areas that will help you grow efficiently.
