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2021년을 위한 고객 온보딩 가이드: 목적, 예시 및 모범 사례
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0-2.788-.481c-.491-.014-.881-.437-.866-.947s.448-.918.939-.874c1.069.043 2.152.233 3.236.568.491.131.751.641.607 1.122zm6.399.116c-.91.043-1.849.204-2.788.495a.893.893 0 0 1-1.127-.598.925.925 0 0 1 .607-1.151 12.7 12.7 0 0 1 3.236-.568c.549-.059.925.364.939.874s-.376.932-.867.947zm0-2.913c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.9.9 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.7 12.7 0 0 1 3.236-.568c.549-.029.925.364.939.874s-.376.933-.867.947m0-2.914c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.9.9 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.7 12.7 0 0 1 3.236-.568c.549-.043.925.365.939.874s-.376.933-.867.947"></path></svg>문서</span></a> <!-- --> </h2><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">2021년을 위한 고객 온보딩 가이드: 목적, 예시 및 모범 사례</h1><p class="Textstyle__TextRoot-sc-c9um69-0 gDyimz">고객 온보딩은 고객에게 제품 가치를 가르치는 프로세스입니다. 다음은 기업의 온보딩 프로세스 구축 방법입니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">출처 Molly Murphy</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">최종 업데이트: 2024년 02월 21일</p><div class="Tagstyle__TagContainer-sc-1uuac66-3 ceUOVi"><a href="/blog/tags/customer-retention/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD Tagstyle__TagRoot-sc-1uuac66-1 cznLdD" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Tagstyle__TagText-sc-1uuac66-0 kjAPec">고객 유지</span></a></div><div class="SocialBlockstyle__SocialBlockRoot-sc-1ebt7cj-7 fDqkXl"><ul class="SocialBlockstyle__ListWrapper-sc-1ebt7cj-8 hAhnRj"><li class="SocialBlockstyle__ListItem-sc-1ebt7cj-9 bvObyx"><a target="_blank" 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1.937zm-3.447-1.332a2.1 2.1 0 0 1-.48.693q-.302.302-.675.471c-.373.169-.515.169-.799.169q-.391 0-.764-.169c-.373-.169-.468-.269-.657-.471q-.301-.337-.471-.693c-.17-.356-.169-.497-.169-.782q0-.426.169-.8c.169-.374.269-.474.471-.675q.284-.302.64-.462c.356-.16.497-.16.782-.16q.426 0 .799.16c.373.16.474.261.675.462q.301.337.462.693c.161.356.16.497.16.782q0 .426-.142.782zM15 14.929h-2.274q0-1.207-.213-2.328c-.213-1.121-.355-1.466-.64-2.159a10.8 10.8 0 0 0-1.066-1.981q-.64-.96-1.492-1.83c-.852-.87-1.173-1.09-1.812-1.528q-.942-.639-1.981-1.075c-1.039-.436-1.419-.506-2.176-.648a12.5 12.5 0 0 0-2.345-.213V.999q1.457 0 2.807.266 1.332.266 2.567.791c1.235.525 1.614.785 2.372 1.306a14 14 0 0 1 2.15 1.795 15 15 0 0 1 1.794 2.15q.764 1.137 1.279 2.363c.515 1.226.598 1.67.764 2.559Q15 13.561 15 15z"></path></svg></a></li></ul></div></div></div><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:inline-block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative;max-width:100%"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;max-width:100%"><img style="display:block;max-width:100%;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0" alt="" aria-hidden="true" src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%271104%27%20height=%27552%27/%3e"/></span><img alt="" fetchpriority="high" src="https://d1eipm3vz40hy0.cloudfront.net/images/customer-onboarding.png" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 hmnTZa"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 sc-b4fd687b-1 bEEqbX gIGYaM" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 dATmVw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">구매 직후 기간은 고객에게 중요한 전환 시간입니다. 종종, 고객은 제품에서 최대의 가치를 이끌어내는 방법에 대한 지침이 필요합니다. 실제로 <a target="_blank" rel="noopener noreferrer" href="https://www.wyzowl.com/customer-onboarding-statistics-2020-report/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">2020 Wyzowl 보고서<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>에 따르면 88%의 구매자들은 유용한 웰컴 온보딩 콘텐츠를 제공하는 기업에 대해 충성도를 유지하는 경향이 있다고 답했습니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 온보딩은 항상 제대로 해내야 하는 일입니다. 이 가이드는 강력한 첫인상을 일관되게 줄 수 있도록 고객 온보딩 전략을 구축하는 방법을 설명합니다. 또한 Zendesk의 고객 성공 전문가로부터 얻은 팁을 공유하여 고객 온보딩을 아주 쉽게 진행할 수 있도록 지원합니다.</p><ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 dFXoyF bordered"><li><a href="#What is customer onboarding?" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">고객 온보딩 정의</a></li><li><a href="#What is the purpose of customer onboarding?" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">고객 온보딩 목적</a></li><li><a href="#How do you onboard a new customer?" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">새 고객을 온보딩하려면 어떻게 하나요?</a></li><li><a href="#examples and best practices" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">고객 온보딩 프로세스: 예시 및 모범 사례</a></li></ol><h2 id="What is customer onboarding?" class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">고객 온보딩이란 무엇인가요?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 온보딩은 고객에게 제품 가치를 가르치는 프로세스입니다. 고객 온보딩은 주요 고객 마일스톤 사이, 즉 고객이 등록을 할 때와 제품을 최초로 성공적으로 사용할 때 사이에 발생합니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">이러한 성공은 고객에 따라 다르게 보입니다. 매출 증가 또는 오버헤드 감소와 같은 재정적인 측면일 수도 있고, 제품이 시간과 골칫거리를 줄여주었다는 것을 고객이 인식하는 것일 수도 있습니다.</p><h2 id="What is the purpose of customer onboarding?" class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">고객 온보딩의 목적은 무엇인가요?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 온보딩은 제품을 성공적으로 사용할 수 있도록 고객을 가르치는 데 있어 중요한 요소입니다. 또한 사람들의 <a target="_blank" rel="noopener noreferrer" href="https://www.wyzowl.com/customer-onboarding-statistics/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">절반 이상<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>(55%)은 제품의 사용 방법을 완전히 이해하지 못해 제품을 반품한 적이 있다고 말합니다. 처음부터 고객이 제품을 성공적으로 사용할 수 있도록 돕는 것은 고객의 충성도를 구축하고 결과적으로 고객을 유지하고 고객 이탈률을 줄이도록 도와줍니다. 온보딩은 구매 결정에도 도움이 될 수 있습니다. 고객의 <a target="_blank" rel="noopener noreferrer" href="https://www.wyzowl.com/customer-onboarding-statistics/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">거의 2/3<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>가 판매 후에 받을 수 있는 고객 지원 수준이 최초로 구매를 결정하는 데 있어 중요한 고려 요소라고 말합니다.</p><h2 id="How do you onboard a new customer?" class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">새 고객을 온보딩하려면 어떻게 하나요?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">판매하는 제품에 따라, 새 고객을 온보딩하는 방법의 예에는 다음이 포함될 수 있습니다.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">일련의 이메일 발송</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 성공 관리자와의 통화</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">현장 또는 가상 교육</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">사용자 온보딩을 위한 앱 내 소개 플로우</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">제품 사용을 시작하기 위한 리소스가 있는 지식창고 내의 문서와 동영상</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객이 회사와 거래를 한 첫달 동안 VIP 고객 서비스 제공</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">커뮤니티 포럼을 통해 다른 고객의 도움 받기</p></li></ul><h2 id="examples and best practices" class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">고객 온보딩 프로세스: 예시 및 모범 사례</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">온보딩을 긍정적인 고객 경험으로 만들기 위해서는 프로세스를 가능한 한 체계적으로 유지해야 합니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">다음 절차에 따라 고객 온보딩 프로그램을 구성하십시오. 전략을 세움으로써 고객이 처음부터 자신의 가치를 인정받는다는 인식을 갖게 할 수 있습니다.</p><div class="accent-box accent-tofu"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 lbhzaz">고객 온보딩 모범 사례</h3><ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 dFXoyF bullet-default"><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">온보딩 프로세스의 담당자 결정</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">프로그램의 목표 식별</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 온보딩의 진행 방식 결정</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">온보딩 성공 측정</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">검토 시스템 구축</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">변화에 대한 준비</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">기술 활용</p></li></ol></div><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 lbhzaz">1. 온보딩 프로세스의 담당자 결정</h3><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">완전한 온보딩 프로세스에는 많은 구성 요소가 필요합니다. 이를 위한 책임에는 다음이 포함될 수 있습니다.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 hhFmhj" color="kale"><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0M6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">콘텐츠 설계 및 작성</p></div></li><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0M6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">교육 세션 구성 및 진행</p></div></li><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0M6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 관계 관리</p></div></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">간단한 제품을 판매하는 중소 조직이나 기업에서는 한 명의 사람이 이러한 모든 작업을 처리할 수도 있습니다. 그렇지만 제품 교육이 필요한 기업의 경우(예: SaaS 업계) 대규모 팀이 고객 성공을 전담하기도 합니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">Zendesk에서는 고객 성공 팀이 고객 온보딩을 처리합니다. 성공 전문가는 일부 고객 지원, 일부 계정 관리 및 일부 판매 업무를 담당합니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">“성공 관리 직원은 고객의 여정 중 고객과 함께하고 전체 수명 주기 동안 곁을 떠나지 않습니다.”라고 Zendesk의 고객 성공 담당자인 Delores Cooper는 설명합니다. “우리는 Zendesk 제품이 고객의 단기적 요구와 장기적 목표에 얼마나 잘 맞을 수 있는지에 대한 권장 사항을 제공하고 있습니다.”</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 lbhzaz">2. 프로그램의 목표 식별</h3><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">온보딩을 진행 중인 담당자를 식별한 후에는 이러한 팀원들과 협력하면서 프로그램의 목표를 파악하십시오. 목표를 설정하면 업무 방향을 명확히 하는 데 도움이 됩니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">프로그램 목표는 SMART, 즉 Specific(구체적이고), Measurable(측정 가능하며), Achievable(달성 가능하고), Relevant(관련되고) 및 Time-bound(시간이 제한됨)를 준수해야 합니다. 이상적인 고객의 고충 포인트를 완화하는 것을 목표로 삼고 고객이 <a target="_blank" rel="noopener noreferrer" href="https://www.appcues.com/blog/aha-moment-guide" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">깨달음의<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> 순간을 달성하도록 도와주십시오.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">다음은 온보딩 목표의 몇 가지 예입니다.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객은 제품 사용을 시작하고 1주 내에 여러분의 소프트웨어가 매일 최대 1시간까지 절약해 주었다고 보고합니다.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객은 2주의 무료 평가 기간이 끝나고 유료 서비스로 업그레이드합니다.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객은 제품 사용을 시작하고 2달 내에 사이트 트래픽이 40% 증가하는 것을 보게 됩니다.</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">팀은 온보딩 목표를 세워 고객을 위한 명확한 프로세스 구축 방향을 결정합니다.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 lbhzaz">3. 고객 온보딩의 진행 방식 결정</h3><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">세 가지 주요 <a target="_blank" rel="noopener noreferrer" href="https://www.skilljar.com/customer-onboarding/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">온보딩 모델<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>이 있습니다. 회사의 이상적인 고객과 제품 복잡성을 기준으로 다음 중 하나를 선택하십시오.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><br/><strong>셀프 서비스 모델</strong>은 고객이 여가 시간에 자체적으로 온보딩하고, 최소 기간 내에 완료할 수 있도록 지원합니다.<br/>이 모델은 많은 사용자가 있고 사용자 경험 평점이 높은 단순한 B2C 제품에 가장 적합합니다. 셀프 서비스는 모바일 앱 및 휴대용 전자 제품 등에 많이 사용되는 옵션입니다.</li></ul><img alt="고객 온보딩" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/customer+onboarding+process.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 gpEpmb">LinkedIn의 전화 앱은 아주 간단한 온보딩 워크플로를 따릅니다. 클릭 몇 번 만으로 새 프로필을 원활하게 설정합니다. [<a target="_blank" rel="noopener noreferrer" href="https://uxcam.com/blog/10-apps-with-great-user-onboarding/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">출처<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>].</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><br/><strong>최소 대면 모델</strong>은 셀프 서비스 모델과 최대 대면 모델 중간쯤에 속합니다. 일반적으로 채팅 지원 및 자동화된 이메일 전송을 수반하지만 전담 지원 담당자는 없습니다.<br/>설명은 필요하지만 대면 교육은 필요하지 않은 다소 복잡한 제품에 적절한 옵션일 수 있습니다(예: Google Ads 또는 웹 호스팅).<br/>많은 SaaS 기업들(예: <a target="_blank" rel="noopener noreferrer" href="http://www.buffer.com" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Buffer<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, <a target="_blank" rel="noopener noreferrer" href="http://www.basecamp.com" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Basecamp<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, <a target="_blank" rel="noopener noreferrer" href="https://www.docusign.com" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">DocuSign<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>)은 최소 대면 온보딩 방식으로 성공을 거두고 있습니다.</li></ul><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><br/><strong>최대 대면 모델</strong>은 고객 온보딩의 화이트 글러브 서비스(고객 맞춤형 서비스)입니다. 종종 개인화된 온보딩 전략과 전담 고객 성공 담당자를 포함합니다.<br/>이 모델은 고객의 요구에 가장 잘 맞춰진 모델이지만 가장 많은 리소스가 필요하기도 합니다.<br/>일부 SaaS 기업(예: <a target="_blank" rel="noopener noreferrer" href="https://voxox.com" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">VOXOX<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> 및 <a target="_blank" rel="noopener noreferrer" href="https://www.fullstory.com" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">FullStory<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>)은 복잡한 소프트웨어 또는 서비스를 위해 최대 대면 모델을 사용합니다.</li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">기업에 가장 적합한 모델이 어떤 것인지 잘 모를 경우 고객에게 <a target="_blank" rel="noopener noreferrer" href="https://formspree.io/blog/client-intake-form/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">고객 유치 양식<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>을 보내는 것도 좋습니다. 고객에 대해 더 많이 알수록 필요한 온보딩 유형에 대해 더 잘 알게 됩니다.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 lbhzaz">4. 온보딩 성공 측정</h3><img alt="고객 온보딩" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/customer+onboarding+framework.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">온보딩의 성공을 측정하는 데 사용할 메트릭을 결정하십시오. 이 데이터를 모니터링하여 온보딩 문제점을 파악하고 필요에 따라 개선할 수 있습니다.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 Msa-Db">고객 온보딩 메트릭</h4><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong>TTFV(최초 가치 달성 기간). </strong>최초 온보딩부터 최초 고객 성공까지의 기간입니다. 이 기간을 가능한 한 단축하려고 노력하십시오. 고객이 제품의 가치를 빠르게 인식하게 될수록 더 많은 대상 사용자를 유치할 수 있게 됩니다.</li><li><strong>업그레이드 및/또는 전환 비율. </strong>고객이 제품에 더 많이 투자한다면 고객이 이러한 상황을 즐기고 있으며 온보딩이 성공적으로 진행되었다는 표시일 것입니다.</li><li><a target="_blank" rel="noopener noreferrer" href="https://saasholic.com/what-is-customer-engagement-score-and-how-to-calculate-it-85ea5a69be12" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><strong>고객 참여</strong><svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>. 고객이 제품의 핵심 가치에 맞는 작업을 수행하고 있는지를 확인합니다.</li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">온보딩 성공을 측정하는 최선의 접근 방식은 여러 가지 메트릭을 수집하는 것입니다. 이를 통해 고객의 느낌과 행동을 전체적으로 파악할 수 있을 것입니다.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 lbhzaz">5. 검토 시스템을 구축하여 온보딩을 지속적으로 개선</h3><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 및 내부 팀과의 열린 커뮤니케이션 라인을 유지하십시오. 지속적인 검토 및 온보딩 프로그램 성장을 위해 노력하십시오.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">“커뮤니케이션 프로세스 주기를 구현하고, 이에 대한 지속적인 피드백을 받고, 성공 및 실패를 모두 문서화하고, [표준 운영 절차]에 대한 검토 주기를 설정하면 성공을 이룰 수 있을 것입니다.”라고 Cooper는 설명합니다.</p><img alt="고객 온보딩" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/what+is+customer+onboarding%3F.png"/><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 lbhzaz">6. 변화에 대한 준비</h3><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">온보딩 프로세스가 일정하게 지속될 것으로 기대하지 마십시오. 변화하는 고객 및 기업에 온보딩 프로세스를 조정하는 방식을 알려주십시오.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">“지속적으로 변화하는 사용자 기반과 작업하면서 프로세스도 진화할 것으로 기대할 수 있습니다.”라고 Cooper는 말합니다.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 lbhzaz">7. 기술 활용</h3><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">새로운 고객이 온보딩하고 제품 사용을 시작하면서 고객 성공 팀의 지원을 능가하는 지원이 필요할 것이라고 예상하십시오.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma"><a href="/guide/features/customer-portal-software/ai-chatbot/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">AI 챗봇</a> 및 <a target="_blank" rel="noopener noreferrer" href="https://support.zendesk.com/hc/en-us/articles/360022174414-Introducing-the-Zendesk-Support-Suite-onboarding-tasks" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">고객 지원 제품군<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>과 같은 새로운 여러 고객 지원 채널을 제공해야 합니다.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">적절한 고객 온보딩 전략은 강력한 고객 관계의 토대가 됩니다.</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">온보딩은 제품에 대한 고객의 최초 직접 경험이므로 긍정적인 결과를 가져와야 합니다. 이 가이드를 사용하여 온보딩 체크리스트를 작성함으로써 최대한 원활하게 온보딩을 진행하십시오.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">온보딩 전략을 생성하는 것과 더불어, 안정적인 고객 성공 관리자를 채용하여 프로세스를 진행하는 것이 중요합니다. <a href="/blog/customer-success-interview-questions/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">인터뷰 중에 제시할 30가지 고객 성공 질문</a>을 확인하여 온보딩 팀 구축을 시작하십시오.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 온보딩</p></div></div></div></div></div></div></section></article><section class="Basestyle__BaseRoot-sc-3zktjg-1 dvTsIe"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div role="complementary" aria-label="body-promo" data-cookie-name="false" data-location="body" class="Promostyle__PromoRoot-sc-1lscwvc-0 LwfBm"><div class="Promostyle__MediaWrapper-sc-1lscwvc-1 kpdRmr"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d26a57ydsghvgx.cloudfront.net/content/blog/EmailSystem-318_Final_x2.jpg"/></noscript></span></span></div></div><div class="Promostyle__TextWrapper-sc-1lscwvc-2 gMFoUj"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 lbhzaz">측정해야 하는 3가지 필수 고객 서비스 메트릭</h3><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 서비스 메트릭은 귀중하지만 모두 동일한 가치를 갖는 것은 아닙니다. 보다 현명한 비즈니스 의사 결정을 내리는 데 도움이 될 수 있는 세 가지 핵심 요소를 알아보십시오.</p></div><div class="Promostyle__LinkWrapper-sc-1lscwvc-3 biyiQd"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 kWIkIT"><a href="/blog/customer-service-metrics-matter/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jFSMjV" data-garden-id="buttons.anchor" data-garden-version="8.76.2">지금 다운로드</a></div></div></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 dvTsIe"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 kmkcfB Gridstyle__Row-sc-1uhmtis-1 Basestyle__BaseMainRow-sc-3zktjg-0 bEEqbX hlIKQB" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 iqteIG Gridstyle__Col-sc-1uhmtis-2 Basestyle__BaseColTextRoot-sc-3zktjg-2 hmvmFG eEwYbU" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">추가 관련 사례</h2></div><div class="StyledCol-sc-inuw62-0 cmRjVg Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div></div></div><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div style="margin-bottom:16px" class="StyledCol-sc-inuw62-0 jjCVBw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" 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type="application/json">{"props":{"pageProps":{"_sentryTraceData":"756666fc6b034f839fc05f0ce41316df-868094ea8bf61531-0","_sentryBaggage":"sentry-environment=production,sentry-release=C5_OeIzr4caYtb0ySUNJE,sentry-public_key=da50b2d2de4b407e94dc71c34d3bf27e,sentry-trace_id=756666fc6b034f839fc05f0ce41316df,sentry-transaction=%2Fblog%2F%5Bslug%5D,sentry-sampled=false","meta":{"alternates":{"sg":"https://www.zendesk.com/sg/blog/customer-onboarding/","in":"https://www.zendesk.com/in/blog/customer-onboarding/","au":"https://www.zendesk.com/au/blog/customer-onboarding/","kr":"https://www.zendesk.kr/blog/customer-onboarding/","us":"https://www.zendesk.com/blog/customer-onboarding/","gb":"https://www.zendesk.co.uk/blog/customer-onboarding/","br":"https://www.zendesk.com.br/blog/customer-onboarding/"},"related":[202193632,202193084,202193073,202154001],"tags":[{"href":"/blog/tags/customer-retention/","children":"고객 유지","key":"tag-601"}],"backupLocale":false,"relatedPosts":[{"image":{"src":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/ITservicedesk.jpg","alt":""},"link":"/blog/tips-improve-it-service-desk/","supertitle":{"icon":"post-type-article","link":"/blog/tags/article/","linkText":"문서","text":""},"text":"IT 서비스 데스크와 IT 헬프 데스크라는 용어는 혼용되는 경우가 많은데 그 이유를 쉽게 이해할 수 있습니다.…","title":"IT 서비스 데스크 개선을 위한 3가지 팁","tags":[],"resourceType":"article","category":null,"subcategory":{"link":"/blog/tags/customer-support-management/","title":"고객 지원 관리","id":1398},"key":"postBlock-202193632","publishedAt":"2022-04-29 11:14:12"},{"image":{"src":"https://d26a57ydsghvgx.cloudfront.net/content/blog/ecommerce%20-%202.png","alt":""},"link":"/blog/rethinking-customer-service-skills-new-era-retail/","supertitle":{"icon":"post-type-whitepaper","link":"/blog/tags/whitepaper/","linkText":"백서","text":""},"text":"고객 경험은 진행 중인 소매 산업의 진화 과정에서 최전선의 가장 중심에 있는 변수입니다. 경험을 중시하는 경영진은…","title":"새로운 소매 시대를 위한 고객 서비스 기술에 대해 다시 생각하기","tags":[{"href":"/blog/tags/team-efficiency/","children":"팀 효율성","key":"tag-1241"}],"resourceType":"whitepaper","category":null,"subcategory":{"link":"/blog/tags/customer-support-management/","title":"고객 지원 관리","id":1398},"key":"postBlock-202193084","publishedAt":"2021-10-04 05:02:56"},{"image":{"src":"https://d1eipm3vz40hy0.cloudfront.net/images/blog/customer-experience-cio-blog-thumbnail.jpeg","alt":""},"link":"/blog/customer-experience-cio-perspective/","supertitle":{"icon":"post-type-article","link":"/blog/tags/article/","linkText":"문서","text":""},"text":"IT 리더에게 고객 경험은 이미 중요한 주제였지만, 팬데믹 때문에 사려 깊은 최신 고객 경험의 제공이 더욱…","title":"CIO의 관점에서 고객 경험 해결","tags":[],"resourceType":"article","category":null,"subcategory":{"link":"/blog/tags/customer-support-management/","title":"고객 지원 관리","id":1398},"key":"postBlock-202193073","publishedAt":"2021-10-04 05:02:43"},{"image":{"src":"https://zen-marketing-content.s3.us-west-1.amazonaws.com/MessagingForCustomerServiceEbook.png","alt":""},"link":"/blog/messaging-best-practices/","supertitle":{"icon":"post-type-guide","link":"/blog/tags/guide/","linkText":"가이드","text":""},"text":"기업도 일반 고객과 같은 이유로 대화형 고객 지원을 선호합니다. 빠르고 안전한, 개인화된 지원이 가능하기 때문입니다.","title":"대화형 고객 서비스 성공 사례","tags":[],"resourceType":"guide","category":{"link":"/blog/tags/tools-and-media/","title":"도구 \u0026 미디어","id":1466},"subcategory":{"link":"/blog/tags/tools-and-templates/","title":"도구 \u0026 템플릿","id":1467},"key":"postBlock-202154001","publishedAt":"2021-06-14 12:00:00"}]},"attributes":{"_edit_lock":"1647305710:4311","_edit_last":"3041","nav-title":"고객 온보딩","blog-post-hierarchy":"Select One","blog-post-gated-enable":"0","blog-post-gated-img":"https://d26a57ydsghvgx.cloudfront.net/content/blog/EmailSystem-318_Final_x2.jpg","blog-post-gated-headline":"측정해야 하는 3가지 필수 고객 서비스 메트릭","blog-post-gated-subheadline":"고객 서비스 메트릭은 귀중하지만 모두 동일한 가치를 갖는 것은 아닙니다. 보다 현명한 비즈니스 의사 결정을 내리는 데 도움이 될 수 있는 세 가지 핵심 요소를 알아보십시오.","blog-post-load-wistia":"Select One","_yoast_wpseo_sitemap-html-include":"-","_pingme":"1","_encloseme":"1","_yoast_wpseo_primary_category":"","_yoast_wpseo_primary_filter_tag_blog":"","canonical":"https://www.zendesk.kr/blog/customer-onboarding/","seoTitle":"2021년을 위한 고객 온보딩 가이드: 목적, 예시 및 모범 사례","seoDescription":"","seoImage":"https://d1eipm3vz40hy0.cloudfront.net/images/customer-onboarding.png","twitterImage":"https://d1eipm3vz40hy0.cloudfront.net/images/customer-onboarding.png","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","hub":null,"spokes":[],"breadcrumbs":[{"link":"/blog/tags/customer-support-management/","title":"고객 지원 관리","id":1398},{"title":"고객 온보딩","link":""}],"path":"/blog/customer-onboarding/","title":"2021년을 위한 고객 온보딩 가이드: 목적, 예시 및 모범 사례","publishedAt":"2021-12-07 08:35:16","updatedAt":"2024-02-21 17:34:30","updatedAtFormatted":"2024년 02월 21일","content":"\u003cp\u003e구매 직후 기간은 고객에게 중요한 전환 시간입니다. 종종, 고객은 제품에서 최대의 가치를 이끌어내는 방법에 대한 지침이 필요합니다. 실제로 \u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://www.wyzowl.com/customer-onboarding-statistics-2020-report/\"\u003e2020 Wyzowl 보고서\u003c/a\u003e에 따르면 88%의 구매자들은 유용한 웰컴 온보딩 콘텐츠를 제공하는 기업에 대해 충성도를 유지하는 경향이 있다고 답했습니다.\u003c/p\u003e\n\u003cp\u003e고객 온보딩은 항상 제대로 해내야 하는 일입니다. 이 가이드는 강력한 첫인상을 일관되게 줄 수 있도록 고객 온보딩 전략을 구축하는 방법을 설명합니다. 또한 Zendesk의 고객 성공 전문가로부터 얻은 팁을 공유하여 고객 온보딩을 아주 쉽게 진행할 수 있도록 지원합니다.\u003c/p\u003e\n\u003col class=\"bordered\"\u003e\n\u003cli\u003e\u003ca href=\"#What is customer onboarding?\"\u003e고객 온보딩 정의\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#What is the purpose of customer onboarding?\"\u003e고객 온보딩 목적\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#How do you onboard a new customer?\"\u003e새 고객을 온보딩하려면 어떻게 하나요?\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#examples and best practices\"\u003e고객 온보딩 프로세스: 예시 및 모범 사례\u003c/a\u003e\u003c/li\u003e\n\u003c/ol\u003e\n\u003ch2 id=\"What is customer onboarding?\"\u003e고객 온보딩이란 무엇인가요?\u003c/h2\u003e\n\u003cp\u003e고객 온보딩은 고객에게 제품 가치를 가르치는 프로세스입니다. 고객 온보딩은 주요 고객 마일스톤 사이, 즉 고객이 등록을 할 때와 제품을 최초로 성공적으로 사용할 때 사이에 발생합니다.\u003c/p\u003e\n\u003cp\u003e이러한 성공은 고객에 따라 다르게 보입니다. 매출 증가 또는 오버헤드 감소와 같은 재정적인 측면일 수도 있고, 제품이 시간과 골칫거리를 줄여주었다는 것을 고객이 인식하는 것일 수도 있습니다.\u003c/p\u003e\n\u003ch2 id=\"What is the purpose of customer onboarding?\"\u003e고객 온보딩의 목적은 무엇인가요?\u003c/h2\u003e\n\u003cp\u003e고객 온보딩은 제품을 성공적으로 사용할 수 있도록 고객을 가르치는 데 있어 중요한 요소입니다. 또한 사람들의 \u003ca href=\"https://www.wyzowl.com/customer-onboarding-statistics/\"\u003e절반 이상\u003c/a\u003e(55%)은 제품의 사용 방법을 완전히 이해하지 못해 제품을 반품한 적이 있다고 말합니다. 처음부터 고객이 제품을 성공적으로 사용할 수 있도록 돕는 것은 고객의 충성도를 구축하고 결과적으로 고객을 유지하고 고객 이탈률을 줄이도록 도와줍니다. 온보딩은 구매 결정에도 도움이 될 수 있습니다. 고객의 \u003ca href=\"https://www.wyzowl.com/customer-onboarding-statistics/\"\u003e거의 2/3\u003c/a\u003e가 판매 후에 받을 수 있는 고객 지원 수준이 최초로 구매를 결정하는 데 있어 중요한 고려 요소라고 말합니다.\u003c/p\u003e\n\u003ch2 id=\"How do you onboard a new customer?\"\u003e새 고객을 온보딩하려면 어떻게 하나요?\u003c/h2\u003e\n\u003cp\u003e판매하는 제품에 따라, 새 고객을 온보딩하는 방법의 예에는 다음이 포함될 수 있습니다.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e일련의 이메일 발송\u003c/li\u003e\n\u003cli\u003e고객 성공 관리자와의 통화\u003c/li\u003e\n\u003cli\u003e현장 또는 가상 교육\u003c/li\u003e\n\u003cli\u003e사용자 온보딩을 위한 앱 내 소개 플로우\u003c/li\u003e\n\u003cli\u003e제품 사용을 시작하기 위한 리소스가 있는 지식창고 내의 문서와 동영상\u003c/li\u003e\n\u003cli\u003e고객이 회사와 거래를 한 첫달 동안 VIP 고객 서비스 제공\u003c/li\u003e\n\u003cli\u003e커뮤니티 포럼을 통해 다른 고객의 도움 받기\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"examples and best practices\"\u003e고객 온보딩 프로세스: 예시 및 모범 사례\u003c/h2\u003e\n\u003cp\u003e온보딩을 긍정적인 고객 경험으로 만들기 위해서는 프로세스를 가능한 한 체계적으로 유지해야 합니다.\u003c/p\u003e\n\u003cp\u003e다음 절차에 따라 고객 온보딩 프로그램을 구성하십시오. 전략을 세움으로써 고객이 처음부터 자신의 가치를 인정받는다는 인식을 갖게 할 수 있습니다.\u003c/p\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003ch3\u003e고객 온보딩 모범 사례\u003c/h3\u003e\n\u003col\u003e\n\u003cli\u003e온보딩 프로세스의 담당자 결정\u003c/li\u003e\n\u003cli\u003e프로그램의 목표 식별\u003c/li\u003e\n\u003cli\u003e고객 온보딩의 진행 방식 결정\u003c/li\u003e\n\u003cli\u003e온보딩 성공 측정\u003c/li\u003e\n\u003cli\u003e검토 시스템 구축\u003c/li\u003e\n\u003cli\u003e변화에 대한 준비\u003c/li\u003e\n\u003cli\u003e기술 활용\u003c/li\u003e\n\u003c/ol\u003e\n\u003c/div\u003e\n\u003ch3\u003e1. 온보딩 프로세스의 담당자 결정\u003c/h3\u003e\n\u003cp\u003e완전한 온보딩 프로세스에는 많은 구성 요소가 필요합니다. 이를 위한 책임에는 다음이 포함될 수 있습니다.\u003c/p\u003e\n\u003cul class=\"list-check-circle-fill\"\u003e\n\u003cli\u003e콘텐츠 설계 및 작성\u003c/li\u003e\n\u003cli\u003e교육 세션 구성 및 진행\u003c/li\u003e\n\u003cli\u003e고객 관계 관리\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e간단한 제품을 판매하는 중소 조직이나 기업에서는 한 명의 사람이 이러한 모든 작업을 처리할 수도 있습니다. 그렇지만 제품 교육이 필요한 기업의 경우(예: SaaS 업계) 대규모 팀이 고객 성공을 전담하기도 합니다.\u003c/p\u003e\n\u003cp\u003eZendesk에서는 고객 성공 팀이 고객 온보딩을 처리합니다. 성공 전문가는 일부 고객 지원, 일부 계정 관리 및 일부 판매 업무를 담당합니다.\u003c/p\u003e\n\u003cp\u003e“성공 관리 직원은 고객의 여정 중 고객과 함께하고 전체 수명 주기 동안 곁을 떠나지 않습니다.”라고 Zendesk의 고객 성공 담당자인 Delores Cooper는 설명합니다. “우리는 Zendesk 제품이 고객의 단기적 요구와 장기적 목표에 얼마나 잘 맞을 수 있는지에 대한 권장 사항을 제공하고 있습니다.”\u003c/p\u003e\n\u003ch3\u003e2. 프로그램의 목표 식별\u003c/h3\u003e\n\u003cp\u003e온보딩을 진행 중인 담당자를 식별한 후에는 이러한 팀원들과 협력하면서 프로그램의 목표를 파악하십시오. 목표를 설정하면 업무 방향을 명확히 하는 데 도움이 됩니다.\u003c/p\u003e\n\u003cp\u003e프로그램 목표는 SMART, 즉 Specific(구체적이고), Measurable(측정 가능하며), Achievable(달성 가능하고), Relevant(관련되고) 및 Time-bound(시간이 제한됨)를 준수해야 합니다. 이상적인 고객의 고충 포인트를 완화하는 것을 목표로 삼고 고객이 \u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://www.appcues.com/blog/aha-moment-guide\"\u003e깨달음의\u003c/a\u003e 순간을 달성하도록 도와주십시오.\u003c/p\u003e\n\u003cp\u003e다음은 온보딩 목표의 몇 가지 예입니다.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e고객은 제품 사용을 시작하고 1주 내에 여러분의 소프트웨어가 매일 최대 1시간까지 절약해 주었다고 보고합니다.\u003c/li\u003e\n\u003cli\u003e고객은 2주의 무료 평가 기간이 끝나고 유료 서비스로 업그레이드합니다.\u003c/li\u003e\n\u003cli\u003e고객은 제품 사용을 시작하고 2달 내에 사이트 트래픽이 40% 증가하는 것을 보게 됩니다.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e팀은 온보딩 목표를 세워 고객을 위한 명확한 프로세스 구축 방향을 결정합니다.\u003c/p\u003e\n\u003ch3\u003e3. 고객 온보딩의 진행 방식 결정\u003c/h3\u003e\n\u003cp\u003e세 가지 주요 \u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://www.skilljar.com/customer-onboarding/\"\u003e온보딩 모델\u003c/a\u003e이 있습니다. 회사의 이상적인 고객과 제품 복잡성을 기준으로 다음 중 하나를 선택하십시오.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003e셀프 서비스 모델\u003c/strong\u003e은 고객이 여가 시간에 자체적으로 온보딩하고, 최소 기간 내에 완료할 수 있도록 지원합니다.\u003c/p\u003e\n\u003cp\u003e이 모델은 많은 사용자가 있고 사용자 경험 평점이 높은 단순한 B2C 제품에 가장 적합합니다. 셀프 서비스는 모바일 앱 및 휴대용 전자 제품 등에 많이 사용되는 옵션입니다.\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"고객 온보딩\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/customer+onboarding+process.png\"\u003e\u003c/p\u003e\n\u003cp class=\"caption\"\u003eLinkedIn의 전화 앱은 아주 간단한 온보딩 워크플로를 따릅니다. 클릭 몇 번 만으로 새 프로필을 원활하게 설정합니다. [\u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://uxcam.com/blog/10-apps-with-great-user-onboarding/\"\u003e출처\u003c/a\u003e].\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003e최소 대면 모델\u003c/strong\u003e은 셀프 서비스 모델과 최대 대면 모델 중간쯤에 속합니다. 일반적으로 채팅 지원 및 자동화된 이메일 전송을 수반하지만 전담 지원 담당자는 없습니다.\u003c/p\u003e\n\u003cp\u003e설명은 필요하지만 대면 교육은 필요하지 않은 다소 복잡한 제품에 적절한 옵션일 수 있습니다(예: Google Ads 또는 웹 호스팅).\u003c/p\u003e\n\u003cp\u003e많은 SaaS 기업들(예: \u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"http://www.buffer.com\"\u003eBuffer\u003c/a\u003e, \u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"http://www.basecamp.com\"\u003eBasecamp\u003c/a\u003e, \u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"http://www.docusign.com\"\u003eDocuSign\u003c/a\u003e)은 최소 대면 온보딩 방식으로 성공을 거두고 있습니다.\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003e최대 대면 모델\u003c/strong\u003e은 고객 온보딩의 화이트 글러브 서비스(고객 맞춤형 서비스)입니다. 종종 개인화된 온보딩 전략과 전담 고객 성공 담당자를 포함합니다.\u003c/p\u003e\n\u003cp\u003e이 모델은 고객의 요구에 가장 잘 맞춰진 모델이지만 가장 많은 리소스가 필요하기도 합니다.\u003c/p\u003e\n\u003cp\u003e일부 SaaS 기업(예: \u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://voxox.com\"\u003eVOXOX\u003c/a\u003e 및 \u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://www.fullstory.com\"\u003eFullStory\u003c/a\u003e)은 복잡한 소프트웨어 또는 서비스를 위해 최대 대면 모델을 사용합니다.\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e기업에 가장 적합한 모델이 어떤 것인지 잘 모를 경우 고객에게 \u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://formspree.io/blog/client-intake-form/\"\u003e고객 유치 양식\u003c/a\u003e을 보내는 것도 좋습니다. 고객에 대해 더 많이 알수록 필요한 온보딩 유형에 대해 더 잘 알게 됩니다.\u003c/p\u003e\n\u003ch3\u003e4. 온보딩 성공 측정\u003c/h3\u003e\n\u003cp\u003e\u003cimg src=\"https://d1eipm3vz40hy0.cloudfront.net/images/customer+onboarding+framework.png\" alt=\"고객 온보딩\"\u003e\u003c/p\u003e\n\u003cp\u003e온보딩의 성공을 측정하는 데 사용할 메트릭을 결정하십시오. 이 데이터를 모니터링하여 온보딩 문제점을 파악하고 필요에 따라 개선할 수 있습니다.\u003c/p\u003e\n\u003ch4\u003e고객 온보딩 메트릭\u003c/h4\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eTTFV(최초 가치 달성 기간). \u003c/strong\u003e최초 온보딩부터 최초 고객 성공까지의 기간입니다. 이 기간을 가능한 한 단축하려고 노력하십시오. 고객이 제품의 가치를 빠르게 인식하게 될수록 더 많은 대상 사용자를 유치할 수 있게 됩니다.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003e업그레이드 및/또는 전환 비율. \u003c/strong\u003e고객이 제품에 더 많이 투자한다면 고객이 이러한 상황을 즐기고 있으며 온보딩이 성공적으로 진행되었다는 표시일 것입니다.\u003c/li\u003e\n\u003cli\u003e\u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://saasholic.com/what-is-customer-engagement-score-and-how-to-calculate-it-85ea5a69be12\"\u003e\u003cstrong\u003e고객 참여\u003c/strong\u003e\u003c/a\u003e. 고객이 제품의 핵심 가치에 맞는 작업을 수행하고 있는지를 확인합니다.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e온보딩 성공을 측정하는 최선의 접근 방식은 여러 가지 메트릭을 수집하는 것입니다. 이를 통해 고객의 느낌과 행동을 전체적으로 파악할 수 있을 것입니다.\u003c/p\u003e\n\u003ch3\u003e5. 검토 시스템을 구축하여 온보딩을 지속적으로 개선\u003c/h3\u003e\n\u003cp\u003e고객 및 내부 팀과의 열린 커뮤니케이션 라인을 유지하십시오. 지속적인 검토 및 온보딩 프로그램 성장을 위해 노력하십시오.\u003c/p\u003e\n\u003cp\u003e“커뮤니케이션 프로세스 주기를 구현하고, 이에 대한 지속적인 피드백을 받고, 성공 및 실패를 모두 문서화하고, [표준 운영 절차]에 대한 검토 주기를 설정하면 성공을 이룰 수 있을 것입니다.”라고 Cooper는 설명합니다.\u003c/p\u003e\n\u003cp\u003e\u003cimg src=\"https://d1eipm3vz40hy0.cloudfront.net/images/what+is+customer+onboarding%3F.png\" alt=\"고객 온보딩\"\u003e\u003c/p\u003e\n\u003ch3\u003e6. 변화에 대한 준비\u003c/h3\u003e\n\u003cp\u003e온보딩 프로세스가 일정하게 지속될 것으로 기대하지 마십시오. 변화하는 고객 및 기업에 온보딩 프로세스를 조정하는 방식을 알려주십시오.\u003c/p\u003e\n\u003cp\u003e“지속적으로 변화하는 사용자 기반과 작업하면서 프로세스도 진화할 것으로 기대할 수 있습니다.”라고 Cooper는 말합니다.\u003c/p\u003e\n\u003ch3\u003e7. 기술 활용\u003c/h3\u003e\n\u003cp\u003e새로운 고객이 온보딩하고 제품 사용을 시작하면서 고객 성공 팀의 지원을 능가하는 지원이 필요할 것이라고 예상하십시오.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"/guide/features/customer-portal-software/ai-chatbot/\"\u003eAI 챗봇\u003c/a\u003e 및 \u003ca href=\"https://support.zendesk.com/hc/en-us/articles/360022174414-Introducing-the-Zendesk-Support-Suite-onboarding-tasks\"\u003e고객 지원 제품군\u003c/a\u003e과 같은 새로운 여러 고객 지원 채널을 제공해야 합니다.\u003c/p\u003e\n\u003ch2\u003e적절한 고객 온보딩 전략은 강력한 고객 관계의 토대가 됩니다.\u003c/h2\u003e\n\u003cp\u003e온보딩은 제품에 대한 고객의 최초 직접 경험이므로 긍정적인 결과를 가져와야 합니다. 이 가이드를 사용하여 온보딩 체크리스트를 작성함으로써 최대한 원활하게 온보딩을 진행하십시오.\u003c/p\u003e\n\u003cp\u003e온보딩 전략을 생성하는 것과 더불어, 안정적인 고객 성공 관리자를 채용하여 프로세스를 진행하는 것이 중요합니다. \u003ca href=\"/blog/customer-success-interview-questions/\"\u003e인터뷰 중에 제시할 30가지 고객 성공 질문\u003c/a\u003e을 확인하여 온보딩 팀 구축을 시작하십시오.\u003c/p\u003e\n\u003cp\u003e고객 온보딩\u003c/p\u003e\n","headerVariant":"blog","hasProgressBar":true,"promo":{"heading":"측정해야 하는 3가지 필수 고객 서비스 메트릭","body":"고객 서비스 메트릭은 귀중하지만 모두 동일한 가치를 갖는 것은 아닙니다. 보다 현명한 비즈니스 의사 결정을 내리는 데 도움이 될 수 있는 세 가지 핵심 요소를 알아보십시오.","link":{"href":"/blog/customer-service-metrics-matter/","size":"small","children":"지금 다운로드"},"image":{"src":"https://d26a57ydsghvgx.cloudfront.net/content/blog/EmailSystem-318_Final_x2.jpg"}},"hasStickySidebar":null,"layout":"default","gatedLinkAndModal":{"href":"/blog/customer-service-metrics-matter/","text":"지금 다운로드","appendSuccessHtml":"","authoredTrackingParams":{"hiddenCampaignId":"","SFDCCampaigncode":"","lead_source_detail":"Website-Content Download","lead_source":"Website-Content Download","productInterest":"","marketingQualifiedLead":"","ownerId":"","event_key":"","event_id":""}},"hero":{"title":"2021년을 위한 고객 온보딩 가이드: 목적, 예시 및 모범 사례","author":{"name":"Molly Murphy","title":"","handle":"","photo":"","shortBio":"","longBio":""},"shareLinks":{"twitter":"https://zdsk.co/3GlpBvX","facebook":"https://zdsk.co/3pzyICr","linkedin":"https://zdsk.co/3lDCVUj"},"updatedAtFormatted":"2024년 02월 21일","layout":"default","gatedTheme":"Select One","supertitle":{"icon":"post-type-article","link":"/blog/tags/article/","linkText":"문서","text":""},"intro":"고객 온보딩은 고객에게 제품 가치를 가르치는 프로세스입니다. 다음은 기업의 온보딩 프로세스 구축 방법입니다.","image":{"url":"https://d1eipm3vz40hy0.cloudfront.net/images/customer-onboarding.png","alt":"","shape":"square","caption":""},"hasStickySidebar":false,"twoColumn":false,"video":{"url":"","caption":""}},"APACFooterPromo":{"image":{"src":"https://zen-marketing-events.s3.us-west-1.amazonaws.com/events/images/AI+Drop_Event+thumbnail_16_9B.png","alt":""},"shape":"","link":"https://www.zendesk.kr/event/zendeskai-ondemand/eventspage?utm_campaign=NYDigLaunchEvent23\u0026utm_medium=website\u0026utm_source=other","linkText":"온디맨드 다시보기","text":"Zendesk A의 새로운 기능과 이러한 기능이 CX, EX, 데이터 보안에 어떤 영향을 미치는지 알아보세요. 등록후 한글 자막으로 시청 가능합니다. 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연락드리겠습니다. 그 동안 무료 평가판을 시작하실 것을 적극 권합니다.","submit_btn":"제출","back_btn":"뒤로","next_btn":"다음","error":"\u003c0\u003e죄송합니다. 오류가 발생했습니다.\u003c/0\u003e\u003c1\u003e페이지를 다시 로드하고 재시도하거나 \u003c2\u003eZendesk에 도움을 요청하세요\u003c/2\u003e.\u003c/1\u003e","message_lbl":"메시지","optin_lbl":"이 확인란을 선택함으로써 본인은 Zendesk 제품, 서비스 및 이벤트에 대한 마케팅 관련 소통을 위해 Zendesk에서 연락함에 동의합니다. 언제든 수신 거부할 수 있음을 알고 있습니다.","optin_text":"본인의 개인 정보를 제출함으로써 \u003c0\u003e\u003c/0\u003e에 따라 Zendesk가 개인 정보를 수집, 처리, 저장하는 데 동의합니다.","link_privacy_notice_alt":"Zendesk 개인정보 공지","fld_err_select_option":"옵션을 선택하세요.","almost_done":"거의 다 됐습니다. 귀사에 대해 알려주세요.","optin_text_short":"이 확인란을 선택함으로써 본인은 \u003c0\u003e\u003c/0\u003e 및 \u003c1\u003e\u003c/1\u003e에 동의하고 Zendesk가 마케팅 메시지를 전송하는 것을 허락하며, 언제든지 이를 취소하고 옵트아웃할 수 있음을 확인합니다.","link_terms_of_use_alt":"이용 약관","lbl_start_free_trial":"무료 평가판 시작","plcholdr_trial_teaser":"업무용 이메일을 입력하세요"},"contactFormModal":{"heading":"영업팀에 문의하기","description":"대화를 시작하세요. 간략한 정보를 제공해주면 최대한 빠르게 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