{"id":21334,"date":"2026-10-06T15:08:00","date_gmt":"2026-10-06T13:08:00","guid":{"rendered":"https:\/\/lindstromgroup.com\/lt\/?p=21334"},"modified":"2026-10-06T15:26:59","modified_gmt":"2026-10-06T13:26:59","slug":"kai-technologiju-nepakanka-ko-siandien-tikisi-klientai","status":"publish","type":"post","link":"https:\/\/lindstromgroup.com\/lt\/straipsniai\/kai-technologiju-nepakanka-ko-siandien-tikisi-klientai\/","title":{"rendered":"Kai technologij\u0173 nepakanka: ko \u0161iandien tikisi klientai?"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Skaitmenizacija i\u0161 esm\u0117s pakeit\u0117 klient\u0173 aptarnavim\u0105. Dirbtinis intelektas, savitarnos sistemos ir automatizuoti procesai padeda klientams grei\u010diau gauti informacij\u0105, o \u012fmon\u0117ms \u2013 skland\u017eiau teikti paslaugas. Ta\u010diau net pa\u017eangiausios technologijos nepakei\u010dia ai\u0161kios komunikacijos, geb\u0117jimo i\u0161girsti klient\u0105 ir \u017emogi\u0161ko ry\u0161io \u2013 ypa\u010d kai situacijai i\u0161spr\u0119sti nepakanka standartinio atsakymo.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Spalio 5\u20139 d. minima Tarptautin\u0117 klient\u0173 aptarnavimo savait\u0117, o spalio 6 d. \u2013 Klient\u0173 patirties diena. Tai proga kalb\u0117ti apie besikei\u010dian\u010dius klient\u0173 l\u016bkes\u010dius ir tai, kas padeda i\u0161laikyti j\u0173 pasitik\u0117jim\u0105.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201eKlientai tikisi greito ir patogaus aptarnavimo, o susid\u016br\u0119 su sud\u0117tingesne situacija nori jausti, kad j\u0173 klausimas i\u0161girstas, suprastas ir atsakingai sprend\u017eiamas\u201c, \u2013 sako tekstil\u0117s paslaug\u0173 bendrov\u0117s \u201eLindstr\u00f6m\u201c klient\u0173 aptarnavimo skyriaus vadov\u0117 Lietuvoje \u017divil\u0117 Struk\u010dinskien\u0117.<a id=\"_msocom_1\"><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a id=\"_msocom_1\"><\/a><\/p>\n\n\n\n<h2 id=\"h-gera-klientu-patirtis-prasideda-nuo-darbuotoju\" class=\"wp-block-heading\"><strong><strong><strong>Gera klient\u0173 patirtis prasideda nuo darbuotoj\u0173<\/strong><\/strong><\/strong><a id=\"_msocom_1\"><\/a><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><a id=\"_msocom_1\"><\/a>Nors kalbant apie klient\u0173 patirt\u012f daug d\u0117mesio skiriama sistemoms ir procesams, svarbiausia grandis i\u0161lieka \u017emon\u0117s. Klient\u0173 aptarnavimo specialistai kasdien susiduria su \u012fvairiomis situacijomis \u2013 nuo paprast\u0173 informacini\u0173 klausim\u0173 iki problem\u0173, kurioms i\u0161spr\u0119sti reikia keli\u0173 komand\u0173 \u012fsitraukimo.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Tam neu\u017etenka vien profesini\u0173 \u017eini\u0173. Darbuotojams reikia aktualios informacijos, tinkam\u0173 \u012franki\u0173, reikiam\u0173 \u012fg\u016bd\u017ei\u0173 ir galimyb\u0117s priimti sprendimus.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201eKlient\u0173 patirtis prasideda organizacijos viduje. Kai darbuotojai jau\u010diasi vertinami, palaikomi ir pasireng\u0119 pad\u0117ti, klientai sulaukia daugiau d\u0117mesio, ai\u0161kumo ir atsakingos pagalbos\u201c, \u2013 sako \u017d. Struk\u010dinskien\u0117.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Technologijos gali palengvinti \u0161\u012f darb\u0105 \u2013 pad\u0117ti grei\u010diau rasti informacij\u0105, atsakyti \u012f \u012fprastus klausimus ir perduoti duomenis atsakingiems darbuotojams. Ta\u010diau skland\u017eiai kliento patir\u010diai b\u016btinas ir komand\u0173 bendradarbiavimas.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a id=\"_msocom_1\"><\/a><\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-medium is-resized\"><img decoding=\"async\" width=\"225\" height=\"300\" src=\"https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/20260928_090241-edited-1-1-225x300.jpg\" alt=\"\u201eLindstr\u00f6m\u201c klient\u0173 aptarnavimo skyriaus vadov\u0117 Lietuvoje \u017divil\u0117 Struk\u010dinskien\u0117\" class=\"wp-image-21376\" style=\"width:429px;height:auto\" srcset=\"https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/20260928_090241-edited-1-1-225x300.jpg 225w, https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/20260928_090241-edited-1-1-768x1024.jpg 768w, https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/20260928_090241-edited-1-1.jpg 900w\" sizes=\"(max-width: 225px) 100vw, 225px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><a id=\"_msocom_1\"><\/a><\/p>\n\n\n\n<h2 id=\"h-klientu-patirti-kuria-visa-organizacija\" class=\"wp-block-heading\"><strong><strong><strong><strong>Klient\u0173 patirt\u012f kuria visa organizacija<\/strong><\/strong><\/strong><\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><a id=\"_msocom_2\"><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Kasdien bendraudami su klientais aptarnavimo specialistai i\u0161girsta ne tik pavienes pastabas, bet ir pasikartojan\u010dius signalus apie paslaugas, procesus ar besikei\u010dian\u010dius poreikius. \u0160i informacija svarbi ne tik konkre\u010diam klausimui i\u0161spr\u0119sti \u2013 ji gali pad\u0117ti visai organizacijai tobulinti veikl\u0105.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Kliento i\u0161sakytos problemos prie\u017eastys neretai slypi procesuose, kuri\u0173 jis nemato. Tod\u0117l svarbu, kad informacija greitai pasiekt\u0173 komandas, galin\u010dias priimti sprendimus, ypa\u010d pasikeitus kliento poreikiams ar sutrikus \u012fprastam paslaugos teikimui.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nesvarbu, kokioje srityje veikia organizacija, sklandi kliento patirtis priklauso nuo komand\u0173 geb\u0117jimo dalytis informacija ir derinti veiksmus. Klientui tai rei\u0161kia ma\u017eiau ne\u017einomyb\u0117s, greitesn\u012f reagavim\u0105 ir ai\u0161kum\u0105, \u012f k\u0105 kreiptis bei kaip bus sprend\u017eiama situacija.<a id=\"_msocom_1\"><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a id=\"_msocom_1\"><\/a><\/p>\n\n\n\n<h2 id=\"h-apie-pokycius-svarbu-informuoti-is-anksto\" class=\"wp-block-heading\"><strong><strong><strong><strong><strong>Apie poky\u010dius svarbu informuoti i\u0161 anksto<\/strong><\/strong><\/strong><\/strong><\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Geras klient\u0173 aptarnavimas neapsiriboja reakcija \u012f gaut\u0105 u\u017eklaus\u0105. Atsiradus poky\u010di\u0173, galin\u010di\u0173 paveikti paslaugos teikim\u0105, klientas tikisi apie juos su\u017einoti i\u0161 anksto.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pavyzd\u017eiui, jei d\u0117l nenumatyt\u0173 aplinkybi\u0173 pasikei\u010dia suplanuoto aptarnavimo ar pristatymo laikas, i\u0161 anksto informuotas klientas gali pakoreguoti savo planus arba kartu su paslaugos teik\u0117ju rasti laikin\u0105 sprendim\u0105. Taip suma\u017e\u0117ja neapibr\u0117\u017etumas ir galimas poveikis kasdieniam darbui.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201eMatome, kad klientai daug ramiau priima net ir nepatogias situacijas, kai apie jas informuojami i\u0161 anksto. Da\u017eniausiai nepasitenkinim\u0105 sukelia ne pati problema, o ne\u017einomyb\u0117\u201c, \u2013 sako \u017d. Struk\u010dinskien\u0117.<a id=\"_msocom_1\"><\/a><\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/Latvia-Lindstrom-laundry-1024x683.jpg\" alt=\"Lindstr\u00f6m darbuotojos, prisidedan\u010dios prie geros klient\u0173 patirties\" class=\"wp-image-21341\" srcset=\"https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/Latvia-Lindstrom-laundry-1024x683.jpg 1024w, https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/Latvia-Lindstrom-laundry-300x200.jpg 300w, https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/Latvia-Lindstrom-laundry-768x512.jpg 768w, https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/Latvia-Lindstrom-laundry-1536x1025.jpg 1536w, https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/Latvia-Lindstrom-laundry.jpg 2000w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><a id=\"_msocom_1\"><\/a><a id=\"_msocom_1\"><\/a><\/p>\n\n\n\n<h2 id=\"h-isklausyti-neuztenka-svarbu-ir-reaguoti\" class=\"wp-block-heading\"><strong><strong><strong><strong><strong><strong>I\u0161klausyti neu\u017etenka \u2013 svarbu ir reaguoti<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Nor\u0117dama gerinti paslaugas, \u012fmon\u0117 turi ne tik rinkti klient\u0173 atsiliepimus, bet ir pagal juos veikti. Apklausos, komentarai ir kasdienis gr\u012f\u017etamasis ry\u0161ys padeda suprasti, kas veikia gerai, o kur dar reikia poky\u010di\u0173.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">2026 m. pavasar\u012f atlikta kasmetin\u0117 Lietuvos \u201eLindstr\u00f6m\u201c klient\u0173 apklausa parod\u0117 augant\u012f klient\u0173 pasitik\u0117jim\u0105. Klient\u0173 pasirengim\u0105 rekomenduoti \u012fmon\u0119 parodantis NPS (angl. <em>Net Promoter Score<\/em>) rodiklis siek\u0117 41,2. Beveik du tre\u010ddaliai i\u0161 177 apklaust\u0173j\u0173 buvo pasireng\u0119 rekomenduoti \u012fmon\u0119, o j\u0173 dalis per metus i\u0161augo 7 procentiniais punktais.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201eD\u017eiaugiam\u0117s, kad klientai vertina m\u016bs\u0173 paslaug\u0173 kokyb\u0119, greit\u0105 reakcij\u0105 ir profesional\u0173 bendravim\u0105. Ne ma\u017eiau vertingos ir j\u0173 pastabos \u2013 jos padeda geriau suprasti l\u016bkes\u010dius ir pamatyti, kur dar galime tobul\u0117ti. Svarbiausia, kad klient\u0173 gr\u012f\u017etamasis ry\u0161ys nevirst\u0173 tik rodikliais ar statistika. Kiekviena reik\u0161minga pastaba turi pad\u0117ti priimti sprendimus, tobulinti paslaugas ir gerinti klient\u0173 patirt\u012f\u201c, \u2013 sako \u017d. Struk\u010dinskien\u0117.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"684\" src=\"https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/Service-representative_with-customer_007_Lindstrom-1024x684.jpg\" alt=\"Lindstr\u00f6m darbuotojas aptarnauja klient\u0105 ir pristato darbo drabu\u017eius\" class=\"wp-image-21342\" srcset=\"https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/Service-representative_with-customer_007_Lindstrom-1024x684.jpg 1024w, https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/Service-representative_with-customer_007_Lindstrom-300x200.jpg 300w, https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/Service-representative_with-customer_007_Lindstrom-768x513.jpg 768w, https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/Service-representative_with-customer_007_Lindstrom-1536x1025.jpg 1536w, https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/17\/2026\/10\/Service-representative_with-customer_007_Lindstrom.jpg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><a id=\"_msocom_1\"><\/a><\/p>\n\n\n\n<h2 id=\"h-isklausyti-neuztenka-svarbu-ir-reaguoti-0\" class=\"wp-block-heading\"><strong><strong><strong><strong><strong><strong>I\u0161klausyti neu\u017etenka \u2013 svarbu ir reaguoti<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Nors aptarnavimo kanal\u0173 daug\u0117ja, o reakcijos laikas trump\u0117ja, pagrindiniai klient\u0173 l\u016bkes\u010diai i\u0161lieka tie patys: ai\u0161ki komunikacija, greitas atsakas, pasiekiamas kontaktinis \u017emogus ir pasitik\u0117jimas, kad i\u0161kil\u0119s klausimas bus sprend\u017eiamas atsakingai.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Tarptautin\u0117 klient\u0173 aptarnavimo savait\u0117 primena, kad gera klient\u0173 patirtis n\u0117ra vieno skyriaus ar vienkartini\u0173 pastang\u0173 rezultatas. J\u0105 kasdien kuria visa organizacija, o klient\u0173 atsiliepimai padeda suprasti, kas jau veikia gerai ir kur dar reikia poky\u010di\u0173.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ateityje konkurencin\u012f prana\u0161um\u0105 klient\u0173 aptarnavimo srityje kurs ne vien technologijos, bet ir geb\u0117jimas laiku informuoti, prisiimti atsakomyb\u0119 bei i\u0161laikyti \u017emogi\u0161k\u0105 ry\u0161\u012f. B\u016btent toks po\u017ei\u016bris padeda i\u0161saugoti klient\u0173 pasitik\u0117jim\u0105 net tada, kai ne viskas vyksta pagal plan\u0105.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Klient\u0173 aptarnavimas, kuriantis pasitik\u0117jim\u0105 | CX Week 2026\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/FFXj_trDoNg?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><a id=\"_msocom_1\"><\/a><\/p>\n\n\n\n<style>\n.single__featured-img img {\nheight: auto;\n}\n<\/style>\n","protected":false},"excerpt":{"rendered":"<p>Skaitmenizacija i\u0161 esm\u0117s pakeit\u0117 klient\u0173 aptarnavim\u0105. Dirbtinis intelektas, savitarnos sistemos ir automatizuoti procesai padeda klientams grei\u010diau gauti informacij\u0105, o \u012fmon\u0117ms \u2013 skland\u017eiau teikti paslaugas. 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