Customer Service Management について
Customer Service Management gives you the flexibility to design and manage support in a way that fits your business. It’s organized around three main areas: customer experiences, customers, and spaces. Each area works together to help you provide seamless, efficient support – no matter how your support model is structured.
カスタマー エクスペリエンス
カスタマー エクスペリエンスは、さまざまなカスタマーのグループのために用意されたサポート環境です。各カスタマー エクスペリエンスは、特定のグループがどのようにサポートを受けるかを定義します。これには、そのグループが利用できるリソースやサポート チャンネル、AI を活用したカスタマー サービス エージェントによる支援、表示されるブランディングなどが含まれます。
すべてのカスタマーに対して単一のカスタマー エクスペリエンスを作成することも、異なる対象者向けに複数のエクスペリエンスをセットアップすることも可能です。たとえば、製品やブランドごとに個別のエクスペリエンスを作成できます。この柔軟性により、各グループのニーズに合わせたサポートを提供できます。
Read more about customer experiences.
カスタマー
Customers is where you manage all of your customers and the organizations they belong to. Each customer has a dedicated profile, which gives your support agents quick access to information about them – like who they are, what organization they belong to, their product entitlements, and details of any previous interactions. Read more about customer profiles.
サポート チームは、こうしたコンテキストを利用することで、自分が誰を支援しているのかを常に把握しながら、より迅速でパーソナライズされたサポートを提供します。
スペース
Spaces are where your support teams do their work, and each space can be set up for a specific team or function. A space includes everything your team needs to manage incoming requests, communicate with customers, organize and prioritize work, automate processes, and track key metrics, like response times and customer satisfaction.
各エリアが連携して動作する仕組み
Customer experiences, customers, and spaces work together to give you complete control over the support your customers receive and how your teams manage requests. You can route requests from one customer experience to multiple spaces, from several customer experiences to a single space, or between many customer experiences and many spaces. This flexible model means you can support a variety of products, brands, or customer groups – while always ensuring requests reach the right team.
Support teams see only the requests relevant to their work, and if a request needs input from another team, they can forward it to other spaces. While resolving requests, agents have access to customer and organization details, so they always have the context they need to provide fast, informed support.
サポート モデルの例
複数のブランド、別々のチーム
You have two brands that are supported by different customer service teams. You create a customer experience for each brand – each with its own branding, support website, customer service agent, and forms. Requests from customers of one brand are routed to one space, while customer requests from the other brand go to a different space. Each support team only sees the requests for their brand, but admins can view activity across both.
1 つのカスタマー エクスペリエンス、複数のチーム
You offer a single support website for all customers, but have specialized teams for billing and technical support. You create one customer experience, but set up two spaces: Billing Support and Technical Support. Forms in the customer experience are configured so billing questions go to the Billing Support space, and technical questions go to the Technical Support space.
カスタマーとパートナー、1 つのサポート チーム
You support both customers and partners, each with different needs. You create two customer experiences: one for customers and one for partners. Both groups submit requests through their dedicated support websites or email address, but all requests are routed to a single space. The same support team handles requests from both groups, with agents able to see whether a request is from a customer or a partner and access relevant profile details for context.
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