在 Splashtop，卓越的客户支持不只是我们的强烈愿望，更是我们坚持的核心价值。Splashtop 备受好评就是证明。根据 G2 的《2021年秋季远程桌面网格报告》，Splashtop 在几项客户满意度类别评比中名列前茅，其净推荐值（NPS）高达94分，“支持质量”得分最高。Splashtop 的成功并非一蹴而就，整个公司一直以来都致力于提供卓越的客户服务。
“对我和同事来说，每天叫醒我们的不是闹钟，而是客户接连不断的反馈，是我们可以为此做出努力的机会。这样说可能显得很老套，但我觉得我们工作并不仅仅是为了领薪水，我们可以让客户的生活更加轻松愉悦。与客户的联系让我们深感自豪，充满成就感。”——Phil Sheu，Splashtop 的联合创始人兼首席技术官
Stephen Ng 是全球技术支持和客户成功总监，代表 Splashtop 以客户为中心的文化；Gillian Miller 是 Splashtop 的内容经理。两人共同探讨了 Stephen 的团队如何提供卓越的客户支持，以及随着 Splashtop 的发展其团队将如何继续为客户提供优质服务。
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：我确实担任了几个不同职位。首先，我是支持团队负责人，该团队主要负责售前、售中和售后的客户和服务。我们的工作职责包括配置许可、解决问题、回答产品功能相关疑问等各种事务。
我的另一职位是客户成功经理，这一职位在 Splashtop 还比较新。与 SaaS 市场一样，客户经理的职能已经转移到客户成功经理身上。客户成功经理负责根据客户满意度改变和创建文化。比如，我们如何与客户一起确保其通过 Splashtop 实现自己的目标？如何确保客户能够充分利用我们的软件？
Gillian：看来今后你还有很多工作要做。客户支持团队共有多少人？现在位于哪里？
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.
去年，圣何塞总部和台北办事处共有10名支持工程师；如今，圣何塞团队有13名支持工程师，台北团队有14名支持工程师。新冠疫情期间，我们团队规模大幅增长。
Gillian：可以为我们介绍一下日常的支持工作流程吗？比如客户遇到问题并得到解决的过程。
Stephen：我们的一次性解决率约为80-85%，对此我们感到非常自豪。我们的工作时间是24/5，客户能够非常轻松地通过聊天窗口与我们联系。此外，客户也可以拨打电话408联系我们，或在我们的网站上提交支持工单。目前，我们正在努力引入人工智能以提供自助服务。人工智能可以在客户输入请求后检查我们的数据库，为客户提供相关支持文章和常见问题解答的链接。
聊天交互工作流程：
聊天支持团队与客户共同确定问题所在。通常，仅需一次联系就能解决问题。
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.
然后，开发团队通知支持工程师已经找到解决方案，或通知其在以后的版本中计划修复。
工程师创建支持工单并联系客户，通知客户此案例的状态。
拨打服务电话（408）工作流程：
告知客户出于服务质量考虑须对此次呼叫进行监控。
验证客户并与其共同解决问题。
Use our product, Splashtop, to log into the customer's desktop—with their permission—and resolve their issue while on the phone with them.
关闭支持工单。
网站支持工单工作流程：
客户登录我们的网站，创建并向支持团队提交支持工单。
我们会持续将工单发送给支持团队。
“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，你和你的支持团队还使用哪些工具？
Stephen：我们的支持团队几乎只使用一个 CRM 工具，即 Zendesk。我们已将所有软件集成到 Zendesk，它可以连接到我们的电话系统、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：随着不断的发展，我们希望建立专门团队以处理电话和聊天。我们的目标是，每个支持人员都可以轻松处理不同渠道的客户需求。但这一目标还没有实现。
目前，我们能够使用 Splashtop 在任何设备上远程访问任何客户，引导客户解决问题。技术不断拉近了我们与客户的距离。
Gillian：能为我们描述介绍一下你为团队设定的 SLA、响应时间和客户满意度目标吗？
Stephen：为持续提供优质服务，我们通过以下几个指标衡量客户满意度：
Customer Satisfaction Score (CSAT) of 90% or better—Today, it's at about 93%.
Capterra 的综合用户评分：我们目前的综合用户评分为97分。
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.
我们收到的很多客户反馈都表明 Splashtop 易于安装、易于使用。客户仅需几分钟就能启动并运行我们的软件。这类反馈帮助我们达到了现在的成就。
“我想向你以及你们出色的支持团队表达我的感激之情，感谢你们帮我解决了使用 Splashtop 时遇到的问题……Splplashtop 的每个人都非常热情地指导我进行系统设置！Splplashtop 的客户支持是我见过最棒的支持团队。” — Rick Campion，伦敦金史密斯学院音乐系技术运营经理
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.
随着我们的发展，客户需求也在发生变化。我们的 Enterprise 客户全年全天候都需要支持服务。时间就是生命，我们的下一个目标是发展成为双轨制全球企业。
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
