Japan StyleのCSをZendeskで！！

Transcript

1. Japan StyleͷCSΛZendeskͰ!! ʙzendeskΛ࢖͏͓٬༷ͷ੒ޭཁҼʙ Resources and Guidelines

2. ݪాɹ߽ Zendesk ΤϰΝϯδΣϦετ

3. SMILES ∞ ࣾһ਺ 1,500+ ຊࣾ αϯϑϥϯγεί ސ٬਺ 87,000 ΞϝϦΧ αϯϑϥϯγεί

   ϚσΟιϯ αϯύ΢ϩ
 Ϥʔϩού ίϖϯϋʔήϯ μϒϦϯ ϩϯυϯ ϞϯϖϦΤ ϕϧϦϯ ΞδΞ γϯΨϙʔϧ Ϛχϥ ౦ژ όϯΨϩʔϧ ϝϧϘϧϯ άϩʔόϧ 
 ڌ఺
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4. Zendeskͷ͓٬༷ͷಛ௃ ελʔτΞοϓاۀ େखاۀͷ෦໳࠾༻

5. ZendeskͷϙϦγʔͱίʔϧηϯλʔͷ༗Δ΂͖࢟ ஌ࣝෆ଍ ੡඼ͷ໰୊ ઀۰ͷ໰୊ ରԠ࣌ؒ ໰୊ͷ์ஔ ͨΒ͍ճ͠ ཧ૝తͳ࢟ ղܾ ະղܾ

   ຬ଍ ෆຬ଍

6. ސ٬ίϛϡχέʔγϣϯͷݱࡏ ձ࿩ͷελʔτ ձ࿩ͷ݁࿦

7. ίϛϡχέʔγϣϯͷϙΠϯτ 75఺ • ૉૣ͘ • ͦΕͳΓ • બ୒ࢶ ձ࿩Λ͖ͪΜͱॏͶଓ͚Δ

8. None

9. Zendeskར༻ΛܾΊ͓ͨ٬༷ͷ࠷ॳͷཧ༝ ͍҆͡ΌΜ औΓ͋͑ͣαϙʔτ͕Ͱ͖Ε͹े෼ͩΑͶ

10. ίʔϧηϯλʔίετ Support System & FAQ Knowledge ి࿩ Zendesk $29 $99

    $44 Chat ໿2ສԁ ి࿩ Support System FAQ & Knowledge ໿50ˋ ໿40ˋ ໿10ˋ Ұൠతͳίʔϧηϯλʔ ໿4ʙ5ສԁ ໿1.5ສԁ

11. Zendeskར༻ΛܾΊ͓ͨ٬༷ͷ൒೥ޙ ૝૾Ҏ্ʹ࢖͑Δ͡ΌΜ αϙʔτ͚ͩ͡Όͳͯࣾ͘಺ͱ͔ύʔτφʔʹ΋࢖͑ΔΜ͡Όͳ͍ʁ

12. Zendesk Supportͷศརͳػೳ ϚΫϩ τϦΨ ࣗಈԽ

13. ϚΫϩ ϚΫϩ͸νέοτʹର͢Δಈ࡞ΛҰׅ࣮ͯ͠ߦͯ͘͠ΕΔػೳͰ͢ɻ ͜Ε͸खಈͰ࣮ߦ͞Ε·͢ɻ
    ྫ͑͹ड৴ͨ͠ϝʔϧ΍ి࿩ɺνϟοτΛΦϖϨʔλʔ͕෼ྨͨ͠ ݁ՌΛબ୒͢Δͱ
    ɾίϝϯτʹςϯϓϨʔτ͕ೖΔ
    ɾνέοτͷ෼ྨΛ͢Δ
    ɾλάΛ͚ͭΔ
    ɾಛఆͷϑΟʔϧυʹಛఆͷจࣈྻΛೖྗ͢Δ
    ͜ΕΒ͕ࣗಈతʹೖྗ͢Δ͜ͱ͕Ͱ͖·͢ɻ
    

    ·ͨϚΫϩ͸ஈ֊ͷ֊૚ߏ଄Λ࣋ͭ͜ͱ͕ग़དྷΔͨΊɺ؆୯ͳτʔ ΫεΫϦϓτͷΑ͏ͳ΋ͷΛ࡞੒ͯ͠ΦϖϨʔλʔͷੜ࢈ੑΛ্͛ Δ͜ͱ͕ग़དྷ·͢ɻ

14. τϦΨ τϦΨ͸νέοτʹର͢Δಈ࡞Λಛఆͷ৚݅Λຬͨͨ͠৔߹ʹҰ ׅ࣮ͯ͠ߦͯ͘͠ΕΔػೳͰ͢ɻ ྫ͑͹ड৴ͨ͠ϝʔϧ΍ి࿩ɺνϟοτͷίϝϯτͳͲʹಛఆͷ จࣈྻ͕ೖྗ͞ΕΔͱ ɾಛఆͷೖྗจࣈྻʹΑΔࣗಈฦ৴ ɾνέοτͷ෼ྨΛ͢Δ ɾλάΛ͚ͭΔ ɾಛఆͷϑΟʔϧυʹಛఆͷจࣈྻΛೖྗ͢Δ ͜ΕΒ͕ࣗಈతʹೖྗ͢Δ͜ͱ͕Ͱ͖·͢ɻ

    ϚΫϩͱ૊Έ߹Θͤͯ෼ྨͨ͠ΓεςʔλεΛϚΫϩͰมߋ͢Δͱ τϦΨʹΑͬͯຊདྷରԠ͢΂͖ॴʹΞαΠϯΛ͢ΔΑ͏ʹࣗಈతʹ มߋ͢Δ͜ͱ͕ՄೳͰ͢ɻ

15. ࣗಈԽ ࣗಈԽ͸νέοτʹର͢Δಈ࡞Λ ಛఆͷ৚݅Λຬͨͨ͠৔߹ʹ Ұఆ࣌ؒܦաͨ͠৔߹ʹ Ұׅ࣮ͯ͠ߦͯ͘͠ΕΔ ػೳͰ͢ɻ ྫ͑͹νέοτΛΤʔδΣϯτ͕ճ౴͔ͯ͠Β48࣌ؒܦաͯ͠΋͓٬༷͔Βฦ৴͕ແ͍৔߹ ɾಛఆͷೖྗจࣈྻʹΑΔࣗಈฦ৴(ϑΥϩʔΞοϓ౳) ɾνέοτͷ෼ྨΛ͢Δ(ϑΥϩʔࡁΈνέοτͳͲ) ɾλάΛ͚ͭΔ

    ɾಛఆͷϑΟʔϧυʹಛఆͷจࣈྻΛೖྗ͢Δ ͜ΕΒ͕ࣗಈతʹೖྗ͢Δ͜ͱ͕Ͱ͖·͢ɻ τϦΨͱ૊Έ߹ΘͤͯࣗಈϑΥϩʔΞοϓͷػೳΛ࣮ݱ͢Δ͜ͱ΋ՄೳͰ͢ɻϚΫϩ΍τϦΨͰ νέοτʹରͯࣗ͠ಈϑΥϩʔ͢Δର৅Ͱ͋Δͱ͍͏λάΛ෇͚ɺ1ճ໨͸τϦΨͰϑΥϩʔ ϝʔϧΛߦ͍ɺϑΥϩʔࡁΈͱ͍͏λάΛ্͚ͭͨͰࣗಈԽʹΑͬͯಛఆ࣌ؒܦաޙʹ࠶ϑΥ ϩʔͳͲ͕ՄೳͰ͢ɻ

16. Zendeskར༻ΛܾΊ͓ͨ٬༷ͷ1೥ޙ όϯόϯ࿈ܞͯ͠ ΨϯΨϯ࢖͍౗͍ͨ͠!! APIɺEmbedded࢖͑͹IoTͰͷରԠ΋ϞόΠϧରԠ΋༨༟͡ΌΜ

17. Scootʹ αΠϯΞοϓ ৐ं τϨʔχϯά डߨ ৐ं 2ճ໨ WELCOME ΢ΣϧΧϜϝʔϧ ONBOARDING

    τϨʔχϯάΛSMS΍ ϝʔϧͳͲͰਪ঑ PROACTIVE SUPPORT ΞϓϦͳͲͰࠔͬͨ͜ͱ ͸ແ͍͔֬ೝ NURTURE + UPSELL ߋͳΔ৐ंΛਐΊΔϓϩ Ϟʔγϣϯ ࠷৽ࣄྫ

18. ZendeskΛ࠾༻͢Δཧ༝ 1. ར༻ͷ͠΍͢͞ 2. ΧελϚΠζͷ༰қ͞ 3. ܖ໿ϓϥϯͱՁ֨

19. ZendeskͷΞʔΩςΫνϟ Zendesk Support Message Zendesk Explore Guide Talk Chat Outbound

    Zendesk API Library And more…

20. ͓٬༷ͷߦಈݪཧ ձ࿩ ධՁ γΣΞ ϨϏϡʔ ͍͍Ͷ

21. Zendeskͷࠜຊతͳߟ͑ ಁ໌ੑ ࣗݾղܾ Ԡ౴ੑ ސ٬͕๬ΜͰ͍Δ΋ͷ

22. Zendesk SupportͷՁ֨ 22 Professional $49 ɾϝʔϧͱιʔγϟϧνϟωϧ ɾϕʔγοΫφϨοδϕʔε ɾWeb Widget/ϞόΠϧSDK ɾΧελϚʔϙʔλϧͷϒϥϯυઃఆ

    ɾϏδωεϧʔϧ ɾύϑΥʔϚϯεμογϡϘʔυ ɾଟݴޠίϯςϯπ ɾCSATΞϯέʔτ ɾΧελϜϨϙʔτ & μογϡϘʔυ Enterprise $99 Professional ͷػೳ + ɾΧελϜΤʔδΣϯτϩʔϧ ɾϚϧνϒϥϯυαϙʔτ ɾMultiple ticket forms ɾ੒ޭϓϩάϥϜͷ։࢝ ɾຬ଍౓༧ଌ ɾIPαΫηε੍ݶ Elite $199 Enterprise ͷػೳ + ɾແ੍ݶϥΠτΤʔδΣϯτ ɾ99.9%ͷΞοϓλΠϜSLA ɾ1࣌ؒͷαʔϏεϨϕϧ໨ඪ ɾߴ౓ͳ҉߸ԽͱηΩϡϦςΟ ɾσʔληϯλʔͷ৔ॴ

23. Zendesk TalkͷՁ֨ 23 Basic $9 ɾνέοτͷࣗಈ࡞੒ ɾ௨࿩ͷ࿥Ի & ϘΠεϝʔϧ௨࿩ه࿥ ɾෳ਺ͷి࿩൪߸

    ɾάϧʔϓసૹ ɾӦۀ࣌ؒ ɾSMS/MMS Enterprise $29 Basic ͷػೳ + ɾIVRπϦʔసૹ ɾύϑΥʔϚϯεϞχλϦϯά ɾϦΞϧλΠϜ෼ੳ ɾΠϯαΠτϨϙʔτ ɾෳ਺ͷεέδϡʔϧ Partner Edition $9 ςϨϑΥχʔΠϯςάϨʔγϣϯͱCTI πʔϧΩοτ΁ͷΞΫηεɿ ɾຒΊࠐΈͷιϑτϑΥϯ ɾൃ৴ऀID͓Αͼཤྺ ɾ௨࿩ه࿥෇͖νέοτ
 ɹͱΤʔδΣϯτׂΓ౰ͯ

24. Zendesk ChatͷՁ֨ 24 Basic $11.2 ɾνϟοτͷධՁ ɾ14೔ؒͷνϟοτཤྺ ɾνϟοτ਺ແ੍ݶ ɾτϦΨ2ݸͱ2෦໳ ɾWidgetͷΧελϚΠζ

    Advanced $20 Basic ͷػೳ + ɾτϦΨ਺ͱ෦໳਺ʹ੍ݶͳ͠ ɾӦۀ࣌ؒ ɾνϟοτϨϙʔτ ɾREST API Premium $44 Advanced ͷػೳ + ɾΤʔδΣϯτϨϙʔτ ɾϦΞϧλΠϜ؂ࢹ ɾWeb SDK ɾIPΞΫηε੍ݶ ɾ೥தແٳͷαϙʔτ