在 Splashtop，出色的客戶支持不是願望，而是核心價值。 Splashtop 收到的熱烈評論證明了這一點。在G2 的 2021 年秋季遠程桌面網格報告中，Splashtop 在幾個客戶滿意度類別中名列前茅，包括 G2 淨推薦值 (NPS) 94 和最高的“支持質量”得分。這不是一次性的成就；整個公司從一開始就致力於提供卓越的客戶服務。
「持續聆聽客戶並採回饋取行動，是推動著我和團隊每天前行的動力。或許是陳腔濫調，但我們的工作感覺的確不僅僅是一份薪水，因為我們已將讓客戶生活更輕鬆這個使命深植於心。與客戶之間的互動和連結，帶給我們無比的自豪和成就感。」 Splashtop 共同創辦人兼技術長 Phil Sheu
全球技術支援和客戶成功總監 Stephen Ng 體現了 Splashtop 以客戶為中心的文化。跟著 Splashtop 內容經理 Gillian Miller 與 Stephen 對談，了解團隊如何實現一流的客戶支援，以及這個成果如何隨著 Splashtop 的發展持續發揚光大。
Gillian: Your job title, Head of Global Technical Support and Customer Success, indicates that you're a very busy man. Could you expand on the different teams and functions that you supervise?
Stephen：我負責幾個部分。首先，我與支援團隊合作，該團隊專注於購買前、中、後的客戶和服務。我們處理從授權配置、解決問題，到產品相關功能問題等所有事務。
我的另一頂職責是實現客戶成功。這是 Splashtop 中比較新的職能。與軟體即服務 (SaaS) 市場一樣，客戶經理的角色已成為客戶成功經理。這是關於改變和建立一種以客戶為中心的愉悅客戶文化。我們如何與客戶合作以確保 Splashtop 真正實現了他們的目標？我們如何讓他們充分運用我們的軟體？
Gillian：你的任務真不少。客戶支援團隊配置在哪些地區？有多少成員呢？
Stephen: Our teams are based at the head office in San Jose, California and in Taipei, Taiwan. A majority of our customer base is still domestic, where we're strictly English speaking for written support. My Taipei team supports the rest of world. They’re a talented, multi-lingual team.
在過去的一年裡，我們的團隊從聖荷西和台北的 10 人支援工程師發展到聖荷西 13 人和台北 14 人的團隊。疫情的大流行，讓我們成長壯大了許多。
Gillian：您能帶我們了解一下典型的支援工作流程嗎？從客戶遇到問題到解決。
Stephen：我們可以自豪地說，我們的一鍵結案率約為 80-85%。我們的工作流程是 24/5，所以當客戶透過聊天進來後，這是一個相當無縫的過程。客戶也可以透過電話、408 號碼聯繫我們，或在我們的網站上提交支援需求單。我們也開始整合人工智慧自助流程。客戶只要輸入他們的請求，AI 將檢查我們的資料庫，並為他們提供相關文章的建議和常見問題解答的連結。
聊天互動的工作流程：
我們的聊天支援團隊與客戶合作確定問題。通常，他們會在第一次接觸時就把問題解決了。
It takes an average chat interaction between 10 to 12 messages to resolve the issue. That's a pretty good batting average.
We’re integrated with Jira, so if there’s an escalation (i.e. It's a bug, or additional information is needed) we can notify the Dev team in Taipei.
然後，開發團隊便將通知支援工程師已經找到了解決方案，或者在以後的版本中修復問題等等。
工程師建立支援單並聯繫客戶以通知他們案例狀態。
透過我們的 408 號碼撥打電話的工作流程：
告知客戶基於服務品質目的將對通話進行監控。
進行客戶驗證並與他們合作解決問題。
Use our product, Splashtop, to log into the customer's desktop—with their permission—and resolve their issue while on the phone with them.
關閉需求單。
網站需求單的工作流程：
客戶登入我們的網站向支援中心提交諮詢，此時需求單便建立了。
這些需求單會持續發送給我們的支援團隊。
“Splashtop has been of great help now that we have most of our staff working remotely. We have not had any issues with it!! I had some questions at the beginning about the installation process and pricing for a group and the customer services representatives we spoke to were excellent, very quick, and helpful!” - G2 Review from Administrator in Financial Services
Gillian：除此之外，您和您的支援團隊使用哪些工具？
Stephen：我們幾乎使用單一工具 Zendesk 來作為 CRM，所有的軟體都整合到 Zendesk 中。它連接了我們的電話系統、Splashtop SOS 和 JIRA。
Gillian: Today's customer needs omni channel service. What are your thoughts? How does your team aspire to deliver this to customers?
Stephen：隨著我們的成長，我們專注在一個專門的團隊來處理電話和對談溝通。我們希望達到這樣的程度，就是每個人都可以無縫地接收來自任何管道的諮詢和需求。這也是我們努力的方向。
目前，我們能夠使用 Splashtop 遠端存取任何客戶裝置並引導他們解決問題。技術使我們更接近客戶。
Gillian：能描述一下您為團隊設定的服務水準協議 SLA、回應時間和客戶滿意度目標嗎？
Stephen：為了持續提供優質服務，我們以幾種不同的方式衡量客戶滿意度：
Customer Satisfaction Score (CSAT) of 90% or better—Today, it's at about 93%.
Capterra 總體用戶評分——我們目前在用戶評論中的總體評分為 97。
Customer Effort Score (CES) — Something I introduced to measure how easy onboarding is for a customer. On a scale of 1-5 (1 being very hard to 5 being very easy), we're at 4.4.
我們得到的很多客戶回饋都是 Splashtop 易於安裝、易於使用等。幾分鐘之內，客戶就可以啟動並執行。這些回饋幫助我們達到了目標。
「我想感謝您和卓越的支援團隊讓我們解決了 Splashtop 問題… Splashtop 的每個人都非常出色，引導我完成系統的設定！我必須說這款產品的客戶支援是我所經歷過最好的。」 — Goldsmiths University of London 音樂系技術運營經理 Rick Campion
Gillian: You’ve mentioned your team's growth during the pandemic. As Splashtop continues to grow, how do you plan to scale your team?
Stephen: Traditionally, our support organization has been in-house with coverage only from San Jose and Taipei. As we grow, there is a time gap that we need to start to fill in our Amsterdam, EMEA office. Long term the goal is to start to house a team in our Amsterdam office for our customer base in that region. The challenge there is, how do we do multi language support? So, there is a pathway and a strategy that I'm looking at to start to build out teams in those regions.
隨著我們的發展，客戶的需求也在發生變化。我們的企業客戶年全 365 天，每天 24 小時都有支援需求。時間就是生命，我們的下一個目標是擴展為兩個層級的全球支援組織。
Gillian: It will be exciting to see those changes take shape. I’ve got one final question to wrap up our conversation. Splashtop customers currently rave about customer service, what's the secret?
Stephen: It's always about putting yourself in the customer’s shoes. It's not only going above and beyond, but understanding the customer. Basically, I ask “how would I like to be serviced?” Personally, I'm a pretty demanding consumer. I’d probably be a customer service and tech support agent’s worst nightmare. I want everything, and I want it now. By the same token, if I want to ask for and demand that, I need to require that level of service from myself and my team. In order to achieve this, we’re always approaching things from a customers’ point of view, versus an us-against-them mentality. That mindset is key to our team delivering the best service possible. I’m excited about where we are and where we’re heading.
“Splashtop’s customer service team has been absolutely divine! Their kind words and actions have cemented Splashtop as our remote access software of choice. Bravo to you all!” - Jake Harrelson, Network Administrator, Home Family Medicine
