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측정해야 하는 3가지 필수 고객 서비스 메트릭
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href="/blog/why-companies-should-invest-in-the-customer-experience/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ZzWXW SubmenuListstyle__BlockLink-sc-z7oeax-0 hCGHNb" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 경험이란? 정의 + 개선 방법</p></span></a></li><li><a href="/blog/ticketing-system/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ZzWXW SubmenuListstyle__BlockLink-sc-z7oeax-0 hCGHNb" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">통합 티켓 관리 시스템이란? (+기업에서 이를 사용하는 3가지 방법)</p></span></a></li></ul></div></div></div><div class="StyledCol-sc-inuw62-0 coApmP Gridstyle__Col-sc-1uhmtis-2 MenuListstyle__MenuItem-sc-1i4som4-2 hmvmFG dYiCpQ" data-garden-id="grid.col" data-garden-version="8.76.2"><a href="/blog/tags/executive-insights/" data-interaction-type="link-inline-primary" tabindex="0" data-location="navigation" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD MenuListstyle__PrimaryLink-sc-1i4som4-0 evgtlx" data-garden-id="buttons.anchor" data-garden-version="8.76.2">경영진 인사이트</a><div rows="2" class="MenuListstyle__DropdownMenu-sc-1i4som4-1 gqodUU"><div><ul><li><a href="/blog/tags/customer-service-trends/" data-interaction-type="link-primary" data-location="navigation" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ZzWXW SubmenuListstyle__BlockLink-sc-z7oeax-0 hCGHNb" data-garden-id="buttons.anchor" 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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 bLyxSP 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 dwuRmD sc-ca1478c-0 ddSPwE"><a href="/blog/tags/guide/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bcuiXw" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor"><path d="M14.4 16h-8c-.96 0-1.6-.64-1.6-1.6s.64-1.6 1.6-1.6h8c.96 0 1.6.64 1.6 1.6s-.64 1.6-1.6 1.6m0-6.4h-8c-.96 0-1.6-.64-1.6-1.6s.64-1.6 1.6-1.6h8c.96 0 1.6.64 1.6 1.6s-.64 1.6-1.6 1.6m0-6.4h-8c-.96 0-1.6-.64-1.6-1.6S5.44 0 6.4 0h8c.96 0 1.6.64 1.6 1.6s-.64 1.6-1.6 1.6M3.2 1.6a1.6 1.6 0 1 1-3.2 0 1.6 1.6 0 0 1 3.2 0m0 6.4A1.6 1.6 0 1 1 0 8a1.6 1.6 0 0 1 3.2 0m0 6.4a1.6 1.6 0 1 1-3.2 0 1.6 1.6 0 0 1 3.2 0"></path></svg>가이드</span></a> <!-- --> </h2><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">측정해야 하는 3가지 필수 고객 서비스 메트릭</h1><div class="sc-b4fd687b-9 fqoGvv"><a target="_blank" rel="noopener noreferrer" href="https://d26a57ydsghvgx.cloudfront.net/content/PR-015910_design_r1.1_as.pdf" data-interaction-type="button-primary" data-nmw-id="components.global.GatedContent.GatedLink" data-type="gated resource" style="margin-top:32px;margin-bottom:16px" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 hYxfuV" data-garden-id="buttons.anchor" data-garden-version="8.76.2">지금 다운로드<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></div></div><div class="StyledCol-sc-inuw62-0 hNuVsR Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><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="" fetchpriority="high" src="https://d26a57ydsghvgx.cloudfront.net/content/blog/EmailSystem-318_Final_x2.jpg" 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"/></span></span></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 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">우수한 고객 서비스를 제공하고 있는지를 가장 잘 추적하는 방법은 무엇입니까? 고객 서비스 <a target="_blank" rel="noopener noreferrer" href="https://medium.com/swlh/metrics-and-kpis-4b8ca30b3d09" 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">메트릭<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 유용하지만 성공 여부를 효과적으로 측정하고 현명한 비즈니스 의사 결정을 내리기 위해서는 어떤 메트릭을 사용해야 합니까? 고객 만족 보장에<a target="_blank" rel="noopener noreferrer" href="https://www.forbes.com/sites/bradbirnbaum/2018/05/08/the-evolution-of-customer-service-metrics/#251d45f664da" 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 메트릭<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 어떤 영향을 줍니까?</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">다음과 같은 세 가지 유형의 주요 고객 서비스 메트릭을 추적해야 합니다.</p><ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 dFXoyF bullet-default"><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 관계 메트릭</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">상담원 실적 및 효율성 메트릭</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">팀 실적 및 효율성 메트릭</p></li></ol><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 서비스 메트릭을 최대한 활용하기 위한 가이드인 <i>중요한 고객 서비스 메트릭</i>에서 이러한 모든 메트릭에 대해 알아볼 수 있습니다.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">고객 서비스 메트릭 측정법</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/resources/customer-feedback-hear-voice-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">고객이 피드백을 제공<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>하도록 하는 빠르고 번거롭지 않은 방법은 <b>고객 만족도 설문조사</b>입니다. Zendesk는 <a href="/blog/customer-support-vs-customer-service/" 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</a> 측정을 위한 간단하고 효과적인 방법을 사용해 상호 작용이 좋은지 아니면 나쁜지 물어봅니다. 또한 고객이 더 많은 피드백을 제공하도록 하려면 고객 경험에 대한 의견 추가 옵션을 제공합니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/resources/zendesk-research-customer-satisfaction/" 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">만족도(CSAT) 평가 점수<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>를 수집한 후에는 고객 지원 팀에서 이 데이터로 수행할 수 있는 많은 작업이 있습니다. 이 메트릭은 실제로 다각도로 살펴볼 수 있는 메트릭입니다. 예를 들어 다음을 추적하고 측정할 수 있습니다.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">시간 흐름에 따른 고객의 CSAT 평가 점수</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 유형별 CSAT 평가 점수</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">채널별 CSAT 평가 점수</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">제품 또는 서비스별 CSAT 평가 점수</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">상담원 및 팀의 평균 CSAT 평가 점수</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">이러한 고객 지원 메트릭을 추적하면 고객 경험을 파악하여 고객 서비스 팀의 운영 방식부터 귀사에서 향후 개발 안내를 위해 사용하는 제품 로드맵에 이르는 모든 정보를 알 수 있습니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">다른 기업들은 “CES(Customer Effort Score)”라는 메트릭을 사용할 수 있습니다. CES를 사용하는 기업은 일반적으로 CSAT 평가 점수 대신 이 메트릭을 사용합니다. 일부 기업은 CSAT을 사용한 후에 CES로 전환합니다. 해당 설문조사에서 얻을 수 있었던 모든 유용한 고객 서비스 피드백을 수집할 수 있다고 생각하기 때문입니다. 어떤 경우든 가능한 한 많은 고객으로부터 고객 만족도 점수를 수집해야 합니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">CES를 사용하든 CSAT를 사용하든 메시지는 분명합니다. 노고 줄이기에 초점을 맞추는 것이 고객 경험 개선 및 그에 따른 전반적인 고객 만족도를 개선하려는 팀의 주요 목표 중 하나가 되어야 한다는 것입니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">단일 지원 상호 작용을 벗어나 보다 큰 고객 관계 사례를 확인할 수 있는 Net Promoter Score℠(NPS)도 있습니다. NPS 설문조사는 고객 충성도, 반복 업무의 가능성, 서비스 수준을 통해 고객이 다른 사람들에게 해당 브랜드를 적극적으로 권하게 되었는지의 여부 등을 기업이 파악하는 데 도움이 됩니다. 추천 점수는 고객이 다른 사람들에게 회사를 추천할 가능성을 물어봅니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma"><b>소셜 미디어 메트릭</b><br/> <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/resources/customer-service-through-social-media/" 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">소셜 미디어<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> 모니터링 도구를 사용하여 고객 서비스에 대한 피드백을 쉽게 수집하고 분석할 수 있습니다. 이러한 종류의 지원 메트릭을 사용하면 다음 사항을 파악하는 데 도움이 됩니다.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">불만이 발생할 때, 즉 대면 시 또는 온라인으로 좋지 않은 고객 지원 경험을 하게 된 후에 작성된 것처럼 보이는 의견 수는 몇 개입니까?</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">기술 또는 계정 관련 질문은 몇 개입니까?</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">긍정적 또는 부정적 피드백을 제공하는 의견은 몇 개입니까?</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">지식창고의 기존 헬프 콘텐츠 링크를 사용하여 답변할 수 있는 질문은 몇 개입니까?</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">브랜드가 응답의 혜택을 언급한 경우는 몇 번입니까?</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객이 소셜 미디어를 가장 왕성하게 사용하는 시간은 하루 중 언제입니까?</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma"><b>이탈 메트릭</b><br/> 피드백을 수집하는 또 다른 유용한 방법(특히 구독 기반 기업의 경우)은 고객에게 계정을 취소하는 이유를 묻는 것입니다. 이는 이탈률 측정에 도움이 되며, 이 메트릭을 통해 <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/blog/save-day-churn-survey/" 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">시간 경과에 따른 이탈 활동<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> 보고서를 작성할 수 있습니다. 이 설문조사를 사용자 인터페이스에 포함하면 응답률이 훨씬 더 높아집니다.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">고객 서비스 메트릭을 개선하는 방법은 무엇일까요?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">각 메트릭의 성과를 측정하고 개선 영역을 파악하기 위해 다음 영역에서 장단기 고객 만족도와 행복도를 모두 측정합니다.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">지원 상호 작용의 만족도 점수를 확인합니다. 메트릭을 사용하여 고객 서비스 전달의 정량적 및 정성적 측면을 모두 측정하되, 항상 고객 관계 개선에 초점을 맞춥니다.</p></li><li>지원 팀에 연락할 때 필요한 고객 노력 수준을 측정합니다. 강력한 보고 도구 세트를 사용하여 티켓 대기열, 평균 응답 시간 및 고객 관계의 상태를 관리하기 위해 설정한 기준에 따라 고객 서비스 팀의 실적을 지속적으로 모니터링합니다. 또한 고객이 <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/blog/keep-knowledge-base-healthy-newest-innovations/" 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">지식창고<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>를 사용하는 방법도 확인할 수 있습니다. 지식창고와 같은 셀프 서비스 옵션은 고객이 자체적으로 문제를 해결할 수 있도록 지원하므로 점점 더 많은 소비자들이 선호하고 있습니다.</li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객을 대상으로 귀사에 대한 전반적인 경험에 대해 설문조사를 실시합니다. 운영 기준을 설정하면 시간에 따른 팀 및 회사의 실질적인 실적 목표를 설정하는 데 도움이 됩니다. 예를 들면 충성스러운 고객이 실시간 채팅 옵션을 요청하나요? 또는 지원 팀이 해결 시간, 응답 시간 및 고객 성공에 영향을 미치는 기타 요인을 개선하기 위해 작업해야 하나요?</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">모든 메트릭 채널과 애널리틱스를 모니터링합니다. 여기에는 소셜 미디어, 고객이 귀사와 거래를 중단하기로 결정할 때 얻게 되는 귀중한 메트릭이 포함됩니다. 상담원이 티켓을 마감하는 데 걸리는 평균 시간이나 고객 서비스 팀의 티켓 처리 시간 지연 여부와 같은 사항을 생각해 보십시오.</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">티켓 백로그도 잊지 마십시오. 티켓 백로그는 해결되지 않은 총 티켓 수입니다. 티켓 백로그는 수신 티켓의 볼륨과 기업이 지정된 리소스로 얼마나 고객 서비스를 잘 처리하고 있는지에 대한 인사이트를 제공하므로 파악하는 것이 중요합니다. 경우에 따라 고객이 예상하는 수준이나 팀에 설정한 실적 목표보다 지원 문제를 해결하는 데 시간이 더 오래 걸립니다. 고객 문제를 해결하는 데 시간이 더 오래 걸릴수록 고객 만족도가 저하될 가능성이 높습니다. 따라서 고객 충성도도 낮아집니다.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">전체 가이드를 다운로드하여 고객 서비스 메트릭 추적 방법 알아보기</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 지원과 관련된 지원 메트릭을 추적하기 위한 방법은 <i>중요한 고객 서비스 메트릭</i> 가이드에서 확인할 수 있습니다. 해결 노력, 해결 속도, 최초 응답 시간, 다음 문제 방지 등을 비롯하여 고객 서비스의 성공을 나타내는 다양한 지원 메트릭을 알아볼 수 있습니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma"><i>Net Promoter 및 NPS는 등록된 미국 상표이고, Net Promoter Score 및 Net Promoter System은 Bain & Company, Inc., Satmetrix Systems, Inc. 및 Fred Reichheld의 서비스 표시입니다.</i></p></div></div></div></div></div></div></section></article></div><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://zen-marketing-events.s3.us-west-1.amazonaws.com/events/images/AI+Drop_Event+thumbnail_16_9B.png"/></noscript></span></span></div></div><div class="Promostyle__TextWrapper-sc-1lscwvc-2 gMFoUj"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 lbhzaz">The Next Big Zendesk AI Drop 웨비나</h3><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">Zendesk A의 새로운 기능과 이러한 기능이 CX, EX, 데이터 보안에 어떤 영향을 미치는지 알아보세요. 등록후 한글 자막으로 시청 가능합니다. (CC 한국어 선택)</p></div><div class="Promostyle__LinkWrapper-sc-1lscwvc-3 biyiQd"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 kWIkIT"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.kr/event/zendeskai-ondemand/eventspage?utm_campaign=NYDigLaunchEvent23&utm_medium=website&utm_source=other" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 hYxfuV" data-garden-id="buttons.anchor" data-garden-version="8.76.2">온디맨드 다시보기<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 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리더로서, 모든 이들이 여러분의 팀이 제공하는 가이드를 기대하고 있습니다. 직원들은 문의에 대한 답변과 장치의 문제…","title":"Zendesk를 IT에 활용하는 방법","tags":[],"resourceType":"guide","category":null,"subcategory":{"link":"/blog/tags/service/","title":"고객 지원","id":1397},"key":"postBlock-202193937","publishedAt":"2022-08-30 07:59:37"},{"image":{"src":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/EX-trends-landing-page.jpg","alt":""},"link":"/blog/2021-employee-experience-trends-report/","supertitle":{"icon":"post-type-guide","link":"/blog/tags/guide/","linkText":"가이드","text":""},"text":"글로벌 팬데믹으로 사실상 하루 아침에 근무, 협업 및 연결 방식이 바뀌었습니다. 1년이 넘게 지난 현 시점에서도…","title":"직원 경험 트렌드 보고서","tags":[],"resourceType":"guide","category":{"link":"/blog/tags/best-practices/","title":"모범 사례","id":1449},"subcategory":{"link":"/blog/tags/customer-service-metrics-and-data/","title":"애널리틱스 \u0026 데이터","id":551},"key":"postBlock-202193624","publishedAt":"2022-04-29 11:14:17"},{"image":{"src":"https://zen-marketing-content.s3-us-west-1.amazonaws.com/content/ZD-Brandland-21_final_680x360px.jpg","alt":""},"link":"/blog/freshdesk_switch_guide/","supertitle":{"icon":"post-type-guide","link":"/blog/tags/guide/","linkText":"가이드","text":""},"text":"훌륭한 CX를 제공하는 것은 올바른 수단이나 지침이 없다면 특히 어렵습니다. Freshdesk는 성공에 필요한 사항을 제공하고 있습니까?…","title":"Freshdesk에서 Zendesk로 전환할 때임을 알려주는 다섯 가지 신호","tags":[],"resourceType":"guide","category":null,"subcategory":{"link":"/blog/tags/service/","title":"고객 지원","id":1397},"key":"postBlock-202193297","publishedAt":"2021-12-22 08:36:26"},{"image":{"src":"https://zen-marketing-content.s3-us-west-1.amazonaws.com/content/hero-video-game.png","alt":""},"link":"/blog/keep-video-gamers-happy-4-customer-service-tools/","supertitle":{"icon":"post-type-guide","link":"/blog/tags/guide/","linkText":"가이드","text":"1 min read"},"text":"1972년 간단한 비디오 게임이 전 세계 플레이어들을 매료시켰습니다. 그 게임은 바로 Pong입니다. 기본적인 흑백 그래픽과 제한된…","title":"다음 4가지 고객 서비스 도구로 비디오 게이머의 만족도 높이기","tags":[{"href":"/blog/tags/customer-satisfaction/","children":"고객 만족도","key":"tag-911"}],"resourceType":"guide","category":null,"subcategory":{"link":"/blog/tags/service/","title":"고객 지원","id":1397},"key":"postBlock-202193077","publishedAt":"2021-10-04 05:02:48"}]},"attributes":{"_edit_lock":"1600849577:3421","_edit_last":"3421","blog-post-hierarchy":"Select One","blog-post-gated-img":"https://d26a57ydsghvgx.cloudfront.net/content/blog/EmailSystem-318_Final_x2.jpg","blog-post-gated-headline":"오늘 시작하기","_yoast_wpseo_focuskw":"","_yoast_wpseo_sitemap-html-include":"-","_trash_the_other_posts":"0","blog-post-gated":"1","sfdc-campaign-id":"701800000017pHL","_pingme":"1","_encloseme":"1","_wp_old_date":"2020-09-14","canonical":"https://www.zendesk.kr/blog/customer-service-metrics-matter/","seoTitle":"측정해야 하는 3가지 필수 고객 서비스 메트릭","seoDescription":"고객 지원과 관련된 고객 메트릭을 추적하기 위한 방법은 중요한 고객 서비스 메트릭 가이드에서 확인할 수 있습니다.","seoImage":"https://d26a57ydsghvgx.cloudfront.net/content/blog/EmailSystem-318_Final_x2.jpg","twitterImage":"https://d26a57ydsghvgx.cloudfront.net/content/blog/EmailSystem-318_Final_x2.jpg","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","hub":null,"spokes":[],"breadcrumbs":[],"path":"/blog/customer-service-metrics-matter/","title":"측정해야 하는 3가지 필수 고객 서비스 메트릭","publishedAt":"2020-09-23 08:17:53","updatedAt":"2021-07-28 04:40:22","updatedAtFormatted":"2021년 07월 28일","content":"\u003cp\u003e우수한 고객 서비스를 제공하고 있는지를 가장 잘 추적하는 방법은 무엇입니까? 고객 서비스 \u003ca href=\"https://medium.com/swlh/metrics-and-kpis-4b8ca30b3d09\" rel=\"noopener\" target=\"_blank\"\u003e메트릭\u003c/a\u003e이 유용하지만 성공 여부를 효과적으로 측정하고 현명한 비즈니스 의사 결정을 내리기 위해서는 어떤 메트릭을 사용해야 합니까? 고객 만족 보장에\u003ca href=\"https://www.forbes.com/sites/bradbirnbaum/2018/05/08/the-evolution-of-customer-service-metrics/#251d45f664da\" rel=\"noopener\" target=\"_blank\"\u003e고객 지원 메트릭\u003c/a\u003e이 어떤 영향을 줍니까?\u003c/p\u003e\n\u003cp\u003e다음과 같은 세 가지 유형의 주요 고객 서비스 메트릭을 추적해야 합니다.\u003c/p\u003e\n\u003col\u003e\n\u003cli\u003e고객 관계 메트릭\u003c/li\u003e\n\u003cli\u003e상담원 실적 및 효율성 메트릭\u003c/li\u003e\n\u003cli\u003e팀 실적 및 효율성 메트릭\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003e고객 서비스 메트릭을 최대한 활용하기 위한 가이드인 \u003ci\u003e중요한 고객 서비스 메트릭\u003c/i\u003e에서 이러한 모든 메트릭에 대해 알아볼 수 있습니다.\u003c/p\u003e\n\u003ch2\u003e고객 서비스 메트릭 측정법\u003c/h2\u003e\n\u003cp\u003e\u003ca href=\"https://www.zendesk.com/resources/customer-feedback-hear-voice-customer/\" target=\"_blank\"\u003e고객이 피드백을 제공\u003c/a\u003e하도록 하는 빠르고 번거롭지 않은 방법은 \u003cb\u003e고객 만족도 설문조사\u003c/b\u003e입니다. Zendesk는 \u003ca href=\"/blog/customer-support-vs-customer-service/\"\u003e고객 지원\u003c/a\u003e 측정을 위한 간단하고 효과적인 방법을 사용해 상호 작용이 좋은지 아니면 나쁜지 물어봅니다. 또한 고객이 더 많은 피드백을 제공하도록 하려면 고객 경험에 대한 의견 추가 옵션을 제공합니다.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"https://www.zendesk.com/resources/zendesk-research-customer-satisfaction/\" target=\"_blank\"\u003e만족도(CSAT) 평가 점수\u003c/a\u003e를 수집한 후에는 고객 지원 팀에서 이 데이터로 수행할 수 있는 많은 작업이 있습니다. 이 메트릭은 실제로 다각도로 살펴볼 수 있는 메트릭입니다. 예를 들어 다음을 추적하고 측정할 수 있습니다.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e시간 흐름에 따른 고객의 CSAT 평가 점수\u003c/li\u003e\n\u003cli\u003e고객 유형별 CSAT 평가 점수\u003c/li\u003e\n\u003cli\u003e채널별 CSAT 평가 점수\u003c/li\u003e\n\u003cli\u003e제품 또는 서비스별 CSAT 평가 점수\u003c/li\u003e\n\u003cli\u003e상담원 및 팀의 평균 CSAT 평가 점수\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e이러한 고객 지원 메트릭을 추적하면 고객 경험을 파악하여 고객 서비스 팀의 운영 방식부터 귀사에서 향후 개발 안내를 위해 사용하는 제품 로드맵에 이르는 모든 정보를 알 수 있습니다.\u003c/p\u003e\n\u003cp\u003e다른 기업들은 \u0026#8220;CES(Customer Effort Score)\u0026#8221;라는 메트릭을 사용할 수 있습니다. CES를 사용하는 기업은 일반적으로 CSAT 평가 점수 대신 이 메트릭을 사용합니다. 일부 기업은 CSAT을 사용한 후에 CES로 전환합니다. 해당 설문조사에서 얻을 수 있었던 모든 유용한 고객 서비스 피드백을 수집할 수 있다고 생각하기 때문입니다. 어떤 경우든 가능한 한 많은 고객으로부터 고객 만족도 점수를 수집해야 합니다.\u003c/p\u003e\n\u003cp\u003eCES를 사용하든 CSAT를 사용하든 메시지는 분명합니다. 노고 줄이기에 초점을 맞추는 것이 고객 경험 개선 및 그에 따른 전반적인 고객 만족도를 개선하려는 팀의 주요 목표 중 하나가 되어야 한다는 것입니다.\u003c/p\u003e\n\u003cp\u003e단일 지원 상호 작용을 벗어나 보다 큰 고객 관계 사례를 확인할 수 있는 Net Promoter Score℠(NPS)도 있습니다. NPS 설문조사는 고객 충성도, 반복 업무의 가능성, 서비스 수준을 통해 고객이 다른 사람들에게 해당 브랜드를 적극적으로 권하게 되었는지의 여부 등을 기업이 파악하는 데 도움이 됩니다. 추천 점수는 고객이 다른 사람들에게 회사를 추천할 가능성을 물어봅니다.\u003c/p\u003e\n\u003cp\u003e\u003cb\u003e소셜 미디어 메트릭\u003c/b\u003e\u003cbr /\u003e \u003ca href=\"https://www.zendesk.com/resources/customer-service-through-social-media/\" target=\"_blank\"\u003e소셜 미디어\u003c/a\u003e 모니터링 도구를 사용하여 고객 서비스에 대한 피드백을 쉽게 수집하고 분석할 수 있습니다. 이러한 종류의 지원 메트릭을 사용하면 다음 사항을 파악하는 데 도움이 됩니다.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e불만이 발생할 때, 즉 대면 시 또는 온라인으로 좋지 않은 고객 지원 경험을 하게 된 후에 작성된 것처럼 보이는 의견 수는 몇 개입니까?\u003c/li\u003e\n\u003cli\u003e기술 또는 계정 관련 질문은 몇 개입니까?\u003c/li\u003e\n\u003cli\u003e긍정적 또는 부정적 피드백을 제공하는 의견은 몇 개입니까?\u003c/li\u003e\n\u003cli\u003e지식창고의 기존 헬프 콘텐츠 링크를 사용하여 답변할 수 있는 질문은 몇 개입니까?\u003c/li\u003e\n\u003cli\u003e브랜드가 응답의 혜택을 언급한 경우는 몇 번입니까?\u003c/li\u003e\n\u003cli\u003e고객이 소셜 미디어를 가장 왕성하게 사용하는 시간은 하루 중 언제입니까?\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cb\u003e이탈 메트릭\u003c/b\u003e\u003cbr /\u003e 피드백을 수집하는 또 다른 유용한 방법(특히 구독 기반 기업의 경우)은 고객에게 계정을 취소하는 이유를 묻는 것입니다. 이는 이탈률 측정에 도움이 되며, 이 메트릭을 통해 \u003ca href=\"https://www.zendesk.com/blog/save-day-churn-survey/\" target=\"_blank\"\u003e시간 경과에 따른 이탈 활동\u003c/a\u003e 보고서를 작성할 수 있습니다. 이 설문조사를 사용자 인터페이스에 포함하면 응답률이 훨씬 더 높아집니다.\u003c/p\u003e\n\u003ch2\u003e고객 서비스 메트릭을 개선하는 방법은 무엇일까요?\u003c/h2\u003e\n\u003cp\u003e각 메트릭의 성과를 측정하고 개선 영역을 파악하기 위해 다음 영역에서 장단기 고객 만족도와 행복도를 모두 측정합니다.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e지원 상호 작용의 만족도 점수를 확인합니다. 메트릭을 사용하여 고객 서비스 전달의 정량적 및 정성적 측면을 모두 측정하되, 항상 고객 관계 개선에 초점을 맞춥니다.\u003c/li\u003e\n\u003cli\u003e지원 팀에 연락할 때 필요한 고객 노력 수준을 측정합니다. 강력한 보고 도구 세트를 사용하여 티켓 대기열, 평균 응답 시간 및 고객 관계의 상태를 관리하기 위해 설정한 기준에 따라 고객 서비스 팀의 실적을 지속적으로 모니터링합니다. 또한 고객이 \u003ca href=\"https://www.zendesk.com/blog/keep-knowledge-base-healthy-newest-innovations/\"\u003e지식창고\u003c/a\u003e를 사용하는 방법도 확인할 수 있습니다. 지식창고와 같은 셀프 서비스 옵션은 고객이 자체적으로 문제를 해결할 수 있도록 지원하므로 점점 더 많은 소비자들이 선호하고 있습니다.\u003c/li\u003e\n\u003cli\u003e고객을 대상으로 귀사에 대한 전반적인 경험에 대해 설문조사를 실시합니다. 운영 기준을 설정하면 시간에 따른 팀 및 회사의 실질적인 실적 목표를 설정하는 데 도움이 됩니다. 예를 들면 충성스러운 고객이 실시간 채팅 옵션을 요청하나요? 또는 지원 팀이 해결 시간, 응답 시간 및 고객 성공에 영향을 미치는 기타 요인을 개선하기 위해 작업해야 하나요?\u003c/li\u003e\n\u003cli\u003e모든 메트릭 채널과 애널리틱스를 모니터링합니다. 여기에는 소셜 미디어, 고객이 귀사와 거래를 중단하기로 결정할 때 얻게 되는 귀중한 메트릭이 포함됩니다. 상담원이 티켓을 마감하는 데 걸리는 평균 시간이나 고객 서비스 팀의 티켓 처리 시간 지연 여부와 같은 사항을 생각해 보십시오.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e티켓 백로그도 잊지 마십시오. 티켓 백로그는 해결되지 않은 총 티켓 수입니다. 티켓 백로그는 수신 티켓의 볼륨과 기업이 지정된 리소스로 얼마나 고객 서비스를 잘 처리하고 있는지에 대한 인사이트를 제공하므로 파악하는 것이 중요합니다. 경우에 따라 고객이 예상하는 수준이나 팀에 설정한 실적 목표보다 지원 문제를 해결하는 데 시간이 더 오래 걸립니다. 고객 문제를 해결하는 데 시간이 더 오래 걸릴수록 고객 만족도가 저하될 가능성이 높습니다. 따라서 고객 충성도도 낮아집니다.\u003c/p\u003e\n\u003ch2\u003e전체 가이드를 다운로드하여 고객 서비스 메트릭 추적 방법 알아보기\u003c/h2\u003e\n\u003cp\u003e고객 지원과 관련된 지원 메트릭을 추적하기 위한 방법은 \u003ci\u003e중요한 고객 서비스 메트릭\u003c/i\u003e 가이드에서 확인할 수 있습니다. 해결 노력, 해결 속도, 최초 응답 시간, 다음 문제 방지 등을 비롯하여 고객 서비스의 성공을 나타내는 다양한 지원 메트릭을 알아볼 수 있습니다.\u003c/p\u003e\n\u003cp style=\"font-size:10px\"\u003e\u003ci\u003eNet Promoter 및 NPS는 등록된 미국 상표이고, Net Promoter Score 및 Net Promoter System은 Bain \u0026amp; Company, Inc., Satmetrix Systems, Inc. 및 Fred Reichheld의 서비스 표시입니다.\u003c/i\u003e\u003c/p\u003e\n","headerVariant":"blog","hasProgressBar":true,"promo":null,"hasStickySidebar":null,"layout":"gated","gatedLinkAndModal":{"href":"https://d26a57ydsghvgx.cloudfront.net/content/PR-015910_design_r1.1_as.pdf","text":"지금 다운로드","appendSuccessHtml":"","authoredTrackingParams":{"hiddenCampaignId":"701800000017pHL","SFDCCampaigncode":"701800000017pHL","lead_source_detail":"Website-Content Download","lead_source":"Website-Content Download","productInterest":"","marketingQualifiedLead":"","ownerId":"","event_key":"","event_id":""}},"hero":{"title":"측정해야 하는 3가지 필수 고객 서비스 메트릭","author":{"name":"","title":"","handle":"","photo":"","shortBio":"","longBio":""},"shareLinks":{"twitter":"https://zdsk.co/3iXOqTh","facebook":"https://zdsk.co/3622CHa","linkedin":"https://zdsk.co/3iWwWqD"},"updatedAtFormatted":"2021년 07월 28일","layout":"gated","gatedTheme":"Select One","supertitle":{"icon":"post-type-guide","link":"/blog/tags/guide/","linkText":"가이드","text":""},"intro":"","image":{"url":"https://d26a57ydsghvgx.cloudfront.net/content/blog/EmailSystem-318_Final_x2.jpg","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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공지","dropdown_resources_trust_title":"신뢰와 보안","dropdown_resources_trust_subtitle":"Zendesk와 함께라면 귀사 비즈니스는 안전합니다","navlink_local_help_center_title":"제품 지원","dropdown_company":"회사","expand_trigger_mobile":"그 외","dropdown_language_mobile":"언어","dropdown_company_sustainability":"지속 가능성","dropdown_company_about":"회사 소개","dropdown_company_press":"언론 관련","dropdown_company_investor":"투자자 정보","dropdown_company_events":"이벤트","dropdown_company_careers":"채용 정보","dropdown_company_dei":"다양성 \u0026 포용","dropdown_company_legal":"법적 사항","dropdown_company_accessibility":"접근성 계획","skip_to_main_content":"주 콘텐츠로 건너뛰기","dropdown_contact_sales":"영업팀에 문의","mobile_trial_cta":"무료 평가판 시작","dropdowns_customer_service_title":"고객 서비스를 위한 Zendesk","dropdowns_employee_service_title":"직원 경험을 위한 Zendesk","dropdowns_employee_service_subtitle":"직원을 고객처럼 대하기","navlink_zendesk_help_center_title":"Zendesk 헬프 센터"},"footer":{"subscribe_heading_gdpr":"Zendesk의 최신 소식과 업데이트 관련 이메일 수신","subscribe_heading":"Zendesk 소식 듣기","subscribe_text":"Zendesk 뉴스레터를 구독하세요.","title":"고객 서비스의 챔피언","col_products":"Zendesk 제품","col_products_service":"고객 지원 서비스를 위한 Zendesk","col_products_sell":"영업을 위한 Zendesk","col_products_platform":"Sunshine 플랫폼","col_products_marketplace":"마켓플레이스","col_products_whats_new":"제품 업데이트","col_features":"인기 기능","col_features_service_ticketing_system":"통합 티켓 관리 시스템","col_features_messaging":"메시징 \u0026 실시간 채팅","col_features_help_center":"헬프 센터","col_features_voice":"음성","col_features_community_forum":"커뮤니티 포럼","col_features_analytics":"리포팅 \u0026 애널리틱스","col_features_customer_service_software":"고객 서비스 소프트웨어","col_features_service_ticketing_system_software":"통합 티켓 관리 시스템 소프트웨어","col_features_live_chat":"실시간 채팅 소프트웨어","col_features_knowledge_base":"지식창고","col_features_community_software":"포럼 소프트웨어","col_features_help_desk_software":"헬프 데스크 소프트웨어","col_features_workforce_management":"워크포스 관리","col_features_adpp":"Advanced Data Privacy and Protection","col_resources_trust_center":"보안","col_resources":"리소스","col_resources_local_help_center":"제품 지원","col_resources_demo":"데모 신청","col_resources_blog":"블로그","col_resources_training":"교육","col_resources_partner":"파트너","col_resources_webinars":"웨비나","col_resources_customers":"고객 사례","col_resources_customer_experience":"서비스","col_company":"회사","col_company_about":"회사 소개","col_company_newsroom":"뉴스룸","col_company_press":"언론 보도","col_company_investor":"투자자 정보","col_company_events":"이벤트","col_company_careers":"채용 정보","col_company_dei":"다양성 \u0026 포용성","col_company_sustainability":"지속 가능성","col_company_contact":"문의하기","col_company_sitemap":"사이트맵","col_company_status":"시스템 상태","col_company_legal":"법적 정보","col_favorite":"즐겨 찾는 항목","col_favorite_what_is_zendesk":"Zendesk 회사 소개","col_favorite_enterprise":"엔터프라이즈용 Zendesk","col_favorite_smb":"중소기업용 Zendesk","col_favorite_startups":"스타트업용 Zendesk","col_favorite_benchmark":"Zendesk 벤치마크","col_favorite_gartner":"Gartner CRM Magic Quadrant","col_favorite_cx_trends":"고객 경험 트렌드","col_favorite_what_is_crm":"CRM이란?","col_favorite_crm":"CRM 소프트웨어 가이드","col_favorite_experience_research_panel":"리서치 패널 참여","legal_cookie_notice":"쿠키 고지","legal_terms_of_use":"이용 약관","legal_privacy_notice":"개인정보 공지","legal_onetrust":"쿠키 설정","legal_impressum_de":"법적 고지 사항","legal_slavery_statement":"현대판 노예 방지법","legal_trust_center":"신뢰 센터","col_company_accessibility":"접근성 계획","col_products_customer_service":"고객 서비스를 위한 Zendesk","col_products_employee_service":"직원 경험을 위한 Zendesk","col_features_service_help_desk_ticketing_software":"헬프 데스크 통합 티켓 관리 소프트웨어","col_resources_helpcenter":"Zendesk 헬프 센터","col_features_qualityassurance":"품질 보증"},"formGlobal":{"fld_err_required":"이 필드는 반드시 입력해야 합니다.","fld_err_not_allowed":"숫자 및 특수 문자는 사용할 수 없습니다.","email_err_invalid":"올바른 이메일 주소를 입력하세요.","email_err_support":"올바른 이메일 주소를 입력해 주세요.\u003c0\u003e\u003c/0\u003e이메일 주소는 \u003c1\u003e\u003c/1\u003e로 시작할 수 없습니다.","email_err_personal":"업무용 이메일 주소를 입력하세요.","phone_err_invalid":"올바른 전화번호를 입력하세요.","name_first_lbl":"이름","name_last_lbl":"성","email_lbl":"업무용 이메일","phone_lbl":"전화번호","link_privacy_policy":"Zendesk 개인정보 보호방침","link_privacy_notice":"개인정보 보호 고지","dept_lbl":"부서","fld_opt_select":"선택","step_count":"\u003c0\u003e\u003c/0\u003e/\u003c1\u003e\u003c/1\u003e 단계","dept_opt_reporting":"BI/보고","dept_opt_cx":"고객 서비스","dept_opt_eng":"엔지니어링","dept_opt_facilities":"시설","dept_opt_finance":"금융","dept_opt_hr":"HR/인사","dept_opt_it":"IT","dept_opt_legal":"법적 사항","dept_opt_marketing":"마케팅","dept_opt_ops":"운영 부서","dept_opt_partners":"파트너/벤더 지원","dept_opt_sales":"판매","dept_opt_services":"서비스","job_title_lbl":"직함","company_lbl":"회사 이름","num_employees_lbl":"직원 수","question_lbl":"무엇을 도와 드릴까요?","footer_success":"클럽에 오신 것을 환영합니다!","footer_btn":"구독","footer_lbl":"이메일 주소를 입력하세요.","contact_widget_btn":"영업팀에 문의","contact_widget_success":"감사합니다!","contact_success_1":"요청을 보냈습니다!","contact_success_2":"Zendesk 담당자 중 한 명이 곧 연락을 드릴 것입니다.","success_in_touch":"곧 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 연락드리겠습니다.","submit_button":"영업팀에 문의하기","product_link_text":"제품 지원이 필요하세요? Zendesk 헬프 센터 보러가기","offices_link_text":"Zendesk의 글로벌 오피스"},"formFieldJobRole":{"fld_lbl":"직책 레벨","fld_error":"직책을 선택하세요.","opt_clevel":"C레벨","opt_director":"이사","opt_executive":"경영진","opt_manager":"관리자","opt_staff":"사무직원"},"formFieldJobFunction":{"fld_lbl":"직무","opt_administration":"사무행정","opt_customer_support":"고객 지원","opt_education":"교육","opt_engineering":"엔지니어링","opt_facilities":"시설","opt_finance":"금융","opt_human_resources":"인사 관련","opt_it":"IT","opt_legal":"법적 사항","opt_management":"관리","opt_marketing":"마케팅","opt_media_comms":"미디어 \u0026 커뮤니케이션","opt_medical":"의료","opt_operations":"운영 부서","opt_product_mgmt":"제품 관리","opt_proserv":"전문가 서비스","opt_program_mgmt":"프로그램 관리","opt_purchasing":"구매","opt_sales":"판매"},"country":{"field_lbl":"국가","field_err":"국가를 선택하세요","af":"아프가니스탄","al":"알바니아","dz":"알제리","as":"미국령 사모아","ad":"안도라","ao":"앙골라","ai":"앵귈라","aq":"남극","ag":"앤티가 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