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<!DOCTYPE html><html lang="ja-JP"><head><meta charSet="utf-8"/><meta name="viewport" content="width=device-width"/><title>カスタマーサービスにおけるSLAの総合ガイド</title><meta http-equiv="X-UA-Compatible" content="IE=edge,chrome=1"/><link rel="profile" href="https://gmpg.org/xfn/11"/><meta name="google-site-verification" content="2q8u-0_6HxJZdS7l7LYlf-WDEYwIPvdJ_XVujkTFNCY"/><meta name="naver-site-verification" content="0280b3893b4fa7c8bbe9bc24ef61756c9dccec97"/><link rel="preconnect" href="https://d1eipm3vz40hy0.cloudfront.net/"/><link rel="preconnect" href="https://static.zdassets.com/"/><link rel="dns-prefetch" href="//d16cvnquvjw7pr.cloudfront.net"/><link rel="dns-prefetch" href="//web-assets.zendesk.com"/><link rel="dns-prefetch" href="//ajax.googleapis.com"/><link rel="dns-prefetch" href="//cdn3.optimizely.com"/><link rel="dns-prefetch" href="//a112699136.cdn.optimizely.com"/><link rel="dns-prefetch" href="//logx.optimizely.com"/><link rel="mask-icon" 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3.236-.568c.549-.029.925.364.939.874s-.376.933-.867.947zm0-2.914c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.897.897 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.711 12.711 0 0 1 3.236-.568c.549-.043.925.365.939.874s-.376.933-.867.947z"></path></svg>記事</span></a>  </h2><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">カスタマーサービスにおけるSLAの総合ガイド</h1><p class="Textstyle__TextRoot-sc-c9um69-0 gDyimz">サービスレベルアグリーメント（SLA）を作成する理由と方法を説明します。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">著者: Stella Inabo, 寄稿者</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">更新日: 2023年12月15日</p><div class="Tagstyle__TagContainer-sc-1uuac66-3 ceUOVi"></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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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/AMER/customerservicesla.jpg" 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 qMACC"><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-2a79ddc4-1 bEEqbX gxhIia" 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">自宅でピザを食べながらスポーツの試合を観戦するため、30分以内の配達を約束するピザレストランからピザを注文したことはありますか？注文したことがあるなら、強固なサービスレベルアグリーメント（SLA）の魅力を理解しているはずです。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">当然ながら、ほとんどのSLAはテイクアウトメニューではなく、契約書に印刷されています。しかし、基本的な前提は同じです。それは、基準として定めたレベルのサービスを提供するという約束です。ピザの例では、ピザが到着する正確な時間はわかりませんが、試合開始前には確実に届き、食べながら観戦できることを約束しています。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">カスタマーサポートチームのSLAで、電話による問題解決に30分以上を要した場合に、無料でピザを提供する約束を交わすべきではありませんが、何らかの保証をすることでメリットを得られる可能性があります。効果的なカスタマーサービスSLAは、チームの目標を明確にし、素晴らしいサポートを行う企業として評判を確立するのに役立ちます。これは、具体的な目標を示すことで、サポートチームの誠実な対応と顧客の満足度を維持しやすくなるためです。</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">SLAとは？</h2><div class="accent-box accent-oat"><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">SLA（サービスレベルアグリーメント）とは、サポートの基準を定義した書面による合意書であり、要するにカスタマーサービスの保証書のようなものです。たとえばSLAでは、提供されるサービスの質、稼働時間、対応までの時間を取り上げることができます。 SLAは通常契約書の一部として提供されます。</p></div><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">カスタマーサービスのSLAにはどのようなタイプがありますか？</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">一般的にSLAには4つのタイプがあります。</p><ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 cGHfGt list-num-circle"><li><strong>顧客ベースのSLA：</strong> 個々の顧客またはグループとの業務協定で、サポートに関する特定の基準を定めるものです。たとえば、通信会社なら、最大の顧客との契約に、特定の稼働時間を保証する条項を入れる可能性があります。</li><li><strong>サービスベースのSLA：</strong> 特定のサービスや製品を利用するすべての顧客に具体的な基準のサポートを約束します。通信会社がすべての顧客に対して特定の稼働時間を保証したり、すべての顧客に無料の定期サービスを提供したりする場合、それはサービスベースのSLAになります。</li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma"><strong>マルチレベルSLA：</strong> 異なるレベルに分割され、それぞれが異なる顧客のグループに適用されることから、複数のパーツで構成される契約です。マルチレベルのSLAでは、すべてのユーザーに適用される企業レベルのパーツと、特定の顧客グループをカバーする別の契約が定められます。通信会社の例では、すべての顧客に基本的なサービスとサポートを提供し、その一方で、異なる価格帯を用意して、異なるサービスの基準を設定することもできます。<li><strong>社内SLA（グループSLA）::</strong> 会社の業務運用に関して社内でSLAが定められていることも珍しくありません。社内SLAは、組織内の複数の部門間の合意事項として扱われることもあります。たとえば、マーケティングチームは、四半期ごとに一定数の基準を満たしたリードを営業チームに提供することを約束します。</li></p></li></ol><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">あるいは、社内SLAを、顧客に対して正式に保証するのではなく、サポートチームが目標とするカスタマーサービス基準として掲げることもできます。たとえば、初回返信時間や解決時間について会社の目標を設定するために利用できますチームが社内の目標を達成したら、顧客に特定の回答率を約束できるようになります。（提案されたSLAを公表する前に、必ず非公開でテストすることをお勧めします）。 </p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 lbhzaz">社内SLAと社外SLAの比較</h3><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">上記で説明したように、<strong>社内SLA</strong>（ZendeskではグループSLAと呼ばれています）は企業内で部門間の内部業務に使用されます。たとえば、マーケティングと営業は、会社の収益増加に向けた協力体制をSLAで定めることができます。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">グループSLAは強力な機能であり、チームは顧客の信頼を築く上で効果的なツールを得られます。グループSLAは以下の3つの方法でこの目標を達成します。</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">複数の社内のチームがチケットの全体的なSLAをどのように維持・達成するかを追跡することで、社内のプロセスを改善します。たとえば、1つのワークフローに3つのチームが関与している場合、それらのチームにチケット処理の目標を与えます。</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">社内SLAを作成し、各チームに解決に向けた目標をそれぞれ設定します。各チームはSLAに対してより多くの責任を持つようになり、チケットがそのチームに割り当てられた際の適切な対応の目標を協力して定義できます。</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">目標達成失敗時のギャップやボトルネックを特定します。具体的には、チームはチケットの処理が遅くなる箇所を調査し、必要に応じてプロセスを改善したり、目標を調整したりできます。</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">一方、<strong>社外SLA</strong>は、サービスプロバイダーとその顧客との間で使用されます。これは、ビジネスの関係において期待されるサービスやその他の要件を示すものです。</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">SLAの目的は？</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">SLAは、サポート担当者の目標を定め、顧客には参考となる目安を示します。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">SLAは、カスタマーサポートチームに明確な目標を設定します。 SLAは、サポート担当者が問題に対応し、解決する時間に関するポリシーを成文化したものです。また、サポート担当者に特定の基準を満たす責任を負わせます。測定することで、与えられたタスクの完了への意識が高まり、基準は満たされるようになります。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">もちろん、これは顧客にとって喜ばしいことです。応答時間や待機時間の短縮を目指すことは、たとえSLAが社内用であったとしても、顧客の満足度向上につながります。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">一貫したレベルのサービスを提供できると確信したら、正式に保証して顧客を喜ばせましょう。契約書にSLAが記載されているだけで、素晴らしいカスタマーエクスペリエンスの保証となり、顧客は安心できます。見込み客を魅了するため、マーケティングチームはキャンペーンで、サポートチームからの応答がいかに迅速であるかを宣伝することもできます。</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">カスタマーサービスSLAの主な構成要素</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">優れたSLAには、各当事者の役割と機能を記述することによって、顧客とサービスプロバイダーの期待を設定する情報が含まれています。</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong>合意事項の概要： </strong>冒頭で当事者と発効日を明記し、提供されるサービスの概要を簡潔に記載します。</li><li><strong>サービス内容：</strong> サポート担当者が顧客に提供するサービスを明確に説明します。</li><li><strong>サービス稼働率：</strong> 顧客がサポート担当者に連絡してサポートを受けられる時間と場所を明記します。ただし、必ずしもライブサポートである必要はなく、AIを搭載したチャットボットやセルフサービスのオプションを使って、通常の営業時間外であっても顧客を支援できる体制を整えておきましょう。</li><li><strong>応答時間と解決時間：</strong> 応答までの時間や問題解決にかかる時間を明記します。業界の標準に沿った時間枠を設定しましょう。</li><li><strong>パフォーマンス指標：</strong> サポートの質を測るために追跡する具体的な指標について言及します。 SLAでよく用いられる重要業績評価指標（KPI）の記載を検討することをお勧めします。<br/><section><div class="accent-box accent-oat"><br/><strong>全体の解決までにかかる時間：</strong> チケットが作成されてから、サポート担当者が問題を解決するまでの時間です。<br/><strong>ワンタッチ解決数：</strong> 最初に応対するサポート担当者によって解決されるチケットの数です。<br/><strong>初回応答時間：</strong> サポート担当者がサポートリクエストに最初に応答するまでにかかる時間です。<br/><strong>保留時間： </strong>電話またはチャットによるサポートで、サポート担当者が対応するまでの待機時間です。<br/><strong>総解決時間：</strong> チケットが作成されてから解決されるまでの、チケットのライフサイクル全体を対象とします。<br/><strong>顧客満足度（CSAT）スコア：</strong> 顧客が個々のサポート対応にどの程度満足しているかを示す指標です。</div></section></li><li><strong>ペナルティ：</strong> 基準を下回るパフォーマンスのサポートやサービス停止が発生した際の対応を記載します。サービスレベルやダウンタイムの量によってペナルティを細分化し、恣意的なものではなく、状況に適したものにしましょう。また、顧客が契約に違反した場合、どのような事態が発生するかも明記する必要があります。</li></ul><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">3つのSLAの参考例</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">SLAの主要な構成要素が決まったら、いよいよ契約書に署名（捺印）します。通常、SLAにはかなりの量の法律用語が含まれるため、テンプレートを用いると簡単にSLAを作成できます。 </p><ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 cGHfGt list-num-circle"><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">PandaDocは、大半の業界で使用できる標準的なSLAのテンプレートを提供しています。また、詳細の概要を記載する際に役立つグラフも用意されています。</p></li><li>Rocket Lawyerのテンプレートは、支払の詳細に関するセクションを備えており、債務不履行や紛争解決などの可能性を考慮しています。このテンプレートは、特に新規の財務契約に便利です。<img alt="Rocket Lawyerのテンプレートを使用したSLAの例" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/blog/rocket-lawyer-sla-template.png"/></li><li>Template.netはシンプルで、なおかつ包括的なSLAのテンプレートを提供しています。事前に入力されたフォームは編集が簡単で、解決率、電話対応時間、顧客満足度などの一般的なカスタマーサポートの指標を網羅するセクションが用意されています。<img alt="Template.netのテンプレートを使用したSLAの例" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/blog/template-net-sla.png"/></li></ol><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">上記のテンプレートはすべて無料でダウンロードして利用できます。ただし、署名に進む前に、必ず弁護士にSLAを確認してもらいましょう。</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">サポートソフトウェアを使用してSLAを監視する方法</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">サポート業務全般に使用しているソフトウェアでSLAの目標を管理しましょう。サポートチームのパフォーマンスを追跡できるソフトウェアは、さまざまなカスタマーサービスSLAを監視する上でも役立ちます。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">Zendeskには、SLA達成に向け、サポート担当者の利便性を考慮したSLA機能が備わっています。まず、管理者がZendeskでSLA ポリシーを定義します。つづいて、一刻を争うSLAについてサポート担当者に警告するトリガーを設定し、優先順位の高いチケットを自動的にキューの先頭にエスカレーションすることができます。また、SLAに違反した場合、トリガーがアラームを鳴らし、チームとマネージャーに違反が発生したことを知らせます。</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">SLA違反にどう対処するか？</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">SLAをワークフローの一部とした以上、違反（つまり、物事がうまくいかない場合）に備える必要があります。この用語は「契約違反」のように、サービスレベルの合意事項が守られなかったことを意味します。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">違反に対処するプロセスを構築しましょう。まず、SLAが達成されなかった場合の自動アラートをサポートソフトウェアに設定します。これらの通知は責任者に送られます。責任者は違反の重大性を評価し、対応方法を決定します。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">次に、今後の違反を避けるための対策を検討します。</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">チケットのエスカレーションが発生する前に、1人のサポート担当者がSLAの時間の基準を満たせませんでしたか？そのサポート担当者は、研修を受ける必要があるかもしれません。</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">チケット削減率が低すぎますか？セルフサービス戦略を見直しましょう。顧客が基本的で、重要度の低い問題を自己解決できる手段を増やすことで、サポート担当者は難しい問い合わせに集中できるようになります。</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">それとも、もっと大きな問題が違反の原因ですか？たとえば、SLAで保留時間に重点を置いたものの、同時期に膨大な数の電話が殺到したため、守られていない可能性があります。この場合、予定外のダウンタイムなど、大きな問題を示唆している可能性があります。</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">違反は起こるべくして起こるものですが、頻繁に発生する事態は避けなければなりません。もし定期的にこのような問題が発生する場合は、SLAを見直すか、サポート体制を再検討する時期に差し掛かっているのかもしれません</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">4つのカスタマーサービスSLAのベストプラクティス</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">初めて一からオリジナルのSLAを作成するのは、簡単ではありません。適切なSLAを作成できるように、以下のベストプラクティスを実践しましょう。</p><ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 cGHfGt list-num-circle"><li><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 lbhzaz">適切なSLA指標を追跡する</h3><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">どのメトリック（指標）に重点を置くかを選ぶ際には、業界と固有のペインポイント（問題点）を考慮しましょう。たとえば、急成長しているB2B企業がサポートの規模を拡大したい場合、チケット削減率に基づいてSLAを構築できます。一方、ホリデーシーズンに迅速なサポートを提供しなければならないことがわかっている小売業者なら、新規チケットの最長初回返信時間に重点を置いたSLAを作成するのが得策かもしれません。</p></li><li><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 lbhzaz">すべての関係者の役割と責任を明確に定義する</h3><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">SLAを成功させるにはチームワークが必要です。顧客とサポートチームの双方が合意内容を理解し、力を合わせる必要があります。役割と責任を明確にすることで、全員が契約を成功させるために何をすべきかを理解できます。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">たとえば、GoogleのクラウドストレージサービスのSLAには、顧客が契約に違反した場合、サポートチームは顧客のサービスクレジットを拒否できると記載されています。一方、サービスクレジットの補償が行われるのは、テクニカルサポートチームにリクエストを行った顧客のみが対象となります。</p></li><li><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 lbhzaz">カスタマーサポートチームの関与を促す</h3><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">サポート担当者の意見を聞かずにSLAを作成したくなるかもしれません。しかし、非現実的な顧客の期待をサポートチームに押し付けるべきではありません。過剰な要件や基準を設けた極端に野心的なSLAは失敗につながります。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">このような事態を避けるため、サポート担当者を草稿のプロセスに参加させましょう。まず要件を伝え、実現可能かどうかを確認します。</p></li><li><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 lbhzaz">SLAを定期的に見直し、顧客の目標に合わせる</h3><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">顧客の目標や要件は変化する可能性があり、SLAではこの変化に対応する必要があります。顧客が新たな方向性を示した場合に備えて、定期的にSLAを更新しましょう。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">SLAを見直す際には、すべての利害関係者を関与させる必要があります。顧客と定期的に連絡を取り、顧客のニーズや期待について話し合うべきです。 SLAのどの部分を更新するべきなのか、あるいは実行不可能なのかをサポート担当者に尋ねましょう。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">顧客の現在のニーズに合わない古い要件やサポート担当者の能力とフィットしない要件を削除する必要があります。その後、顧客の目標達成に役立つ新規の要件を加えます。</p></li></ol><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">SLAでサービスレベルを向上させる</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">顧客の期待に応えてこそ、優れたカスタマーサービスを提供できます。 SLAは、顧客の期待を正式に設定する手段であり、その期待を満たすためのロードマップをサポートチームに提供します。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">Zendesk Supportのようなソフトウェアを使えば、SLAをワークフローの一部に簡単に組み込めます。さらに、担当者や責任者に違反の危険性を警告できるほか、KPIを追跡することでサポートチームのパフォーマンスに関する詳しい情報を得られるようになります。</p></div></div></div></div></div></div></section></article><section class="Basestyle__BaseRoot-sc-3zktjg-1 hPNIKC"><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 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01:59:40"},{"image":{"src":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/persontyping.png","alt":""},"link":"/blog/ai-agents/","supertitle":{"icon":"post-type-article","link":"/blog/tags/article/","linkText":"記事","text":""},"text":"AIエージェントは顧客が抱える複雑な問題さえも理解し、解決に導けます。このガイドでは、顧客満足度の向上やサービス提供の効率アップ、収益の増加においてAIエージェントが果たせる役割について解説します。","title":"AIエージェント： AIを駆使したインテリジェントなサポートに備えて","tags":[],"resourceType":"article","category":{"link":"/blog/tags/best-practices/","title":"ベストプラクティス","id":4118},"subcategory":{"link":"/blog/tags/customer-experience-best-practices/","title":"顧客体験（CX）","id":4119},"key":"postBlock-202198545","publishedAt":"2024-08-23 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success","blog-post-gated-headline":"ZendeskのSLA機能","article-custom-excerpt":"SLA（サービスレベルアグリメント）とは、「サービスを提供する際の品質をどの程度のものにするか？」を定めた契約やルールのことです。本記事では、SLAを作成する理由と方法をご紹介します。","blog-post-gated-section-header":"Zendesk 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20:46:30","updatedAtFormatted":"2023年12月15日","content":"\u003cp\u003e自宅でピザを食べながらスポーツの試合を観戦するため、30分以内の配達を約束するピザレストランからピザを注文したことはありますか？注文したことがあるなら、強固なサービスレベルアグリーメント（SLA）の魅力を理解しているはずです。\u003c/p\u003e\n\u003cp\u003e当然ながら、ほとんどのSLAはテイクアウトメニューではなく、契約書に印刷されています。しかし、基本的な前提は同じです。それは、基準として定めたレベルのサービスを提供するという約束です。ピザの例では、ピザが到着する正確な時間はわかりませんが、試合開始前には確実に届き、食べながら観戦できることを約束しています。\u003c/p\u003e\n\u003cp\u003eカスタマーサポートチームのSLAで、電話による問題解決に30分以上を要した場合に、無料でピザを提供する約束を交わすべきではありませんが、何らかの保証をすることでメリットを得られる可能性があります。効果的なカスタマーサービスSLAは、チームの目標を明確にし、素晴らしいサポートを行う企業として評判を確立するのに役立ちます。これは、具体的な目標を示すことで、サポートチームの誠実な対応と顧客の満足度を維持しやすくなるためです。\u003c/p\u003e\n\u003ch2\u003eSLAとは？\u003c/h2\u003e\n\u003cdiv class=\"accent-box accent-oat\"\u003e\n\u003cp\u003eSLA（サービスレベルアグリーメント）とは、サポートの基準を定義した書面による合意書であり、要するにカスタマーサービスの保証書のようなものです。たとえばSLAでは、提供されるサービスの質、稼働時間、対応までの時間を取り上げることができます。 SLAは通常契約書の一部として提供されます。\n\u003c/p\u003e\u003c/div\u003e\n\u003ch2\u003eカスタマーサービスのSLAにはどのようなタイプがありますか？\u003c/h2\u003e\n\u003cp\u003e一般的にSLAには4つのタイプがあります。\u003c/p\u003e\n\u003col class=\"list-num-circle\"\u003e\n\u003cli\u003e\u003cstrong\u003e顧客ベースのSLA：\u003c/strong\u003e 個々の顧客またはグループとの業務協定で、サポートに関する特定の基準を定めるものです。たとえば、通信会社なら、最大の顧客との契約に、特定の稼働時間を保証する条項を入れる可能性があります。\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eサービスベースのSLA：\u003c/strong\u003e 特定のサービスや製品を利用するすべての顧客に具体的な基準のサポートを約束します。通信会社がすべての顧客に対して特定の稼働時間を保証したり、すべての顧客に無料の定期サービスを提供したりする場合、それはサービスベースのSLAになります。\u003c/li\u003e\n\u003cp\u003e\u003cLi\u003e\u003cstrong\u003eマルチレベルSLA：\u003c/strong\u003e 異なるレベルに分割され、それぞれが異なる顧客のグループに適用されることから、複数のパーツで構成される契約です。マルチレベルのSLAでは、すべてのユーザーに適用される企業レベルのパーツと、特定の顧客グループをカバーする別の契約が定められます。通信会社の例では、すべての顧客に基本的なサービスとサポートを提供し、その一方で、異なる価格帯を用意して、異なるサービスの基準を設定することもできます。\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003e社内SLA（グループSLA）\u003c/a\u003e::\u003c/strong\u003e 会社の業務運用に関して社内でSLAが定められていることも珍しくありません。社内SLAは、組織内の複数の部門間の合意事項として扱われることもあります。たとえば、マーケティングチームは、四半期ごとに一定数の基準を満たしたリードを営業チームに提供することを約束します。\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003eあるいは、社内SLAを、顧客に対して正式に保証するのではなく、サポートチームが目標とするカスタマーサービス基準として掲げることもできます。たとえば、初回返信時間や解決時間について会社の目標を設定するために利用できますチームが社内の目標を達成したら、顧客に特定の回答率を約束できるようになります。（提案されたSLAを公表する前に、必ず非公開でテストすることをお勧めします）。 \u003c/p\u003e\n\u003ch3\u003e社内SLAと社外SLAの比較\u003c/h3\u003e\n\u003cp\u003e上記で説明したように、\u003cstrong\u003e社内SLA\u003c/strong\u003e（ZendeskではグループSLAと呼ばれています）は企業内で部門間の内部業務に使用されます。たとえば、マーケティングと営業は、会社の収益増加に向けた協力体制をSLAで定めることができます。\u003c/p\u003e\n\u003cp\u003eグループSLAは強力な機能であり、チームは顧客の信頼を築く上で効果的なツールを得られます。グループSLAは以下の3つの方法でこの目標を達成します。\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e複数の社内のチームがチケットの全体的なSLAをどのように維持・達成するかを追跡することで、社内のプロセスを改善します。たとえば、1つのワークフローに3つのチームが関与している場合、それらのチームにチケット処理の目標を与えます。\u003c/li\u003e\n\u003cli\u003e社内SLAを作成し、各チームに解決に向けた目標をそれぞれ設定します。各チームはSLAに対してより多くの責任を持つようになり、チケットがそのチームに割り当てられた際の適切な対応の目標を協力して定義できます。\u003c/li\u003e\n\u003cli\u003e目標達成失敗時のギャップやボトルネックを特定します。具体的には、チームはチケットの処理が遅くなる箇所を調査し、必要に応じてプロセスを改善したり、目標を調整したりできます。\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e一方、\u003cstrong\u003e社外SLA\u003c/strong\u003eは、サービスプロバイダーとその顧客との間で使用されます。これは、ビジネスの関係において期待されるサービスやその他の要件を示すものです。\u003c/p\u003e\n\u003ch2\u003eSLAの目的は？\u003c/h2\u003e\n\u003cp\u003eSLAは、サポート担当者の目標を定め、顧客には参考となる目安を示します。\u003c/p\u003e\n\u003cp\u003eSLAは、カスタマーサポートチームに明確な目標を設定します。 SLAは、サポート担当者が問題に対応し、解決する時間に関するポリシーを成文化したものです。また、サポート担当者に特定の基準を満たす責任を負わせます。測定することで、与えられたタスクの完了への意識が高まり、基準は満たされるようになります。\u003c/p\u003e\n\u003cp\u003eもちろん、これは顧客にとって喜ばしいことです。応答時間や待機時間の短縮を目指すことは、たとえSLAが社内用であったとしても、顧客の満足度向上につながります。\u003c/p\u003e\n\u003cp\u003e一貫したレベルのサービスを提供できると確信したら、正式に保証して顧客を喜ばせましょう。契約書にSLAが記載されているだけで、素晴らしいカスタマーエクスペリエンスの保証となり、顧客は安心できます。見込み客を魅了するため、マーケティングチームはキャンペーンで、サポートチームからの応答がいかに迅速であるかを宣伝することもできます。\u003c/p\u003e\n\u003ch2\u003eカスタマーサービスSLAの主な構成要素\u003c/h2\u003e\n\u003cp\u003e優れたSLAには、各当事者の役割と機能を記述することによって、顧客とサービスプロバイダーの期待を設定する情報が含まれています。\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003e合意事項の概要： \u003c/strong\u003e冒頭で当事者と発効日を明記し、提供されるサービスの概要を簡潔に記載します。\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eサービス内容：\u003c/strong\u003e サポート担当者が顧客に提供するサービスを明確に説明します。\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eサービス稼働率：\u003c/strong\u003e 顧客がサポート担当者に連絡してサポートを受けられる時間と場所を明記します。ただし、必ずしもライブサポートである必要はなく、AIを搭載したチャットボット\u003c/a\u003eやセルフサービスのオプション\u003c/a\u003eを使って、通常の営業時間外であっても顧客を支援できる体制を整えておきましょう。\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003e応答時間と解決時間：\u003c/strong\u003e 応答までの時間や問題解決にかかる時間を明記します。業界の標準に沿った時間枠を設定しましょう。\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eパフォーマンス指標：\u003c/strong\u003e サポートの質を測るために追跡する具体的な指標について言及します。 SLAでよく用いられる重要業績評価指標（KPI）\u003c/a\u003eの記載を検討することをお勧めします。\u003cbr /\u003e\n\u003csection\u003e\n\u003cdiv class=\"accent-box accent-oat\"\u003e\n\u003cp\u003e\u003cstrong\u003e全体の解決までにかかる時間：\u003c/strong\u003e チケットが作成されてから、サポート担当者が問題を解決するまでの時間です。\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eワンタッチ解決数\u003c/a\u003e：\u003c/strong\u003e 最初に応対するサポート担当者によって解決されるチケットの数です。\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e初回応答時間\u003c/a\u003e：\u003c/strong\u003e サポート担当者がサポートリクエストに最初に応答するまでにかかる時間です。\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e保留時間： \u003c/strong\u003e電話またはチャットによるサポートで、サポート担当者が対応するまでの待機時間です。\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e総解決時間\u003c/a\u003e：\u003c/strong\u003e チケットが作成されてから解決されるまでの、チケットのライフサイクル全体を対象とします。\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e顧客満足度（CSAT）スコア：\u003c/strong\u003e 顧客が個々のサポート対応にどの程度満足しているかを示す指標です。\n\u003c/div\u003e\n\u003c/section\u003e\n\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eペナルティ：\u003c/strong\u003e 基準を下回るパフォーマンスのサポートやサービス停止が発生した際の対応を記載します。サービスレベルやダウンタイムの量によってペナルティを細分化し、恣意的なものではなく、状況に適したものにしましょう。また、顧客が契約に違反した場合、どのような事態が発生するかも明記する必要があります。\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2\u003e3つのSLAの参考例\u003c/h2\u003e\n\u003cp\u003eSLAの主要な構成要素が決まったら、いよいよ契約書に署名（捺印）します。通常、SLAにはかなりの量の法律用語が含まれるため、テンプレートを用いると簡単にSLAを作成できます。 \u003c/p\u003e\n\u003col class=\"list-num-circle\"\u003e\n\u003cli\u003ePandaDoc\u003c/a\u003eは、大半の業界で使用できる標準的なSLAのテンプレートを提供しています。また、詳細の概要を記載する際に役立つグラフも用意されています。\u003c/li\u003e\n\u003cli\u003eRocket Lawyer\u003c/a\u003eのテンプレートは、支払の詳細に関するセクションを備えており、債務不履行や紛争解決などの可能性を考慮しています。このテンプレートは、特に新規の財務契約に便利です。\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Rocket Lawyerのテンプレートを使用したSLAの例\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/blog/rocket-lawyer-sla-template.png\" /\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli\u003eTemplate.net\u003c/a\u003eはシンプルで、なおかつ包括的なSLAのテンプレートを提供しています。事前に入力されたフォームは編集が簡単で、解決率、電話対応時間、顧客満足度などの一般的なカスタマーサポートの指標を網羅するセクションが用意されています。\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Template.netのテンプレートを使用したSLAの例\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/blog/template-net-sla.png\" /\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003e上記のテンプレートはすべて無料でダウンロードして利用できます。ただし、署名に進む前に、必ず弁護士にSLAを確認してもらいましょう。\u003c/p\u003e\n\u003ch2\u003eサポートソフトウェアを使用してSLAを監視する方法\u003c/h2\u003e\n\u003cp\u003eサポート業務全般に使用しているソフトウェアでSLAの目標を管理しましょう。サポートチームのパフォーマンスを追跡できるソフトウェアは、さまざまなカスタマーサービスSLAを監視する上でも役立ちます。\u003c/p\u003e\n\u003cp\u003eZendesk\u003c/a\u003eには、SLA達成に向け、サポート担当者の利便性を考慮したSLA機能が備わっています。まず、管理者がZendeskでSLA ポリシーを定義します\u003c/a\u003e。つづいて、一刻を争うSLAについてサポート担当者に警告するトリガーを設定し、優先順位の高いチケットを自動的にキューの先頭にエスカレーションする\u003c/a\u003eことができます。また、SLAに違反した場合、トリガーがアラームを鳴らし、チームとマネージャーに違反が発生したことを知らせます。\u003c/p\u003e\n\u003ch2\u003eSLA違反にどう対処するか？\u003c/h2\u003e\n\u003cp\u003eSLAをワークフローの一部とした以上、違反（つまり、物事がうまくいかない場合）に備える必要があります。この用語は「契約違反」のように、サービスレベルの合意事項が守られなかったことを意味します。\u003c/p\u003e\n\u003cp\u003e違反に対処するプロセスを構築しましょう。まず、SLAが達成されなかった場合の自動アラートをサポートソフトウェアに設定します。これらの通知は責任者に送られます。責任者は違反の重大性を評価し、対応方法を決定します。\u003c/p\u003e\n\u003cp\u003e次に、今後の違反を避けるための対策を検討します。\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eチケットのエスカレーションが発生する前に、1人のサポート担当者がSLAの時間の基準を満たせませんでしたか？そのサポート担当者は、研修を受ける必要があるかもしれません。\u003c/li\u003e\n\u003cli\u003eチケット削減率が低すぎますか？セルフサービス戦略\u003c/a\u003eを見直しましょう。顧客が基本的で、重要度の低い問題を自己解決できる手段を増やすことで、サポート担当者は難しい問い合わせに集中できるようになります。\u003c/li\u003e\n\u003cli\u003eそれとも、もっと大きな問題が違反の原因ですか？たとえば、SLAで保留時間に重点を置いたものの、同時期に膨大な数の電話が殺到したため、守られていない可能性があります。この場合、予定外のダウンタイムなど、大きな問題を示唆している可能性があります。\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e違反は起こるべくして起こるものですが、頻繁に発生する事態は避けなければなりません。もし定期的にこのような問題が発生する場合は、SLAを見直すか、サポート体制を再検討する時期に差し掛かっているのかもしれません\u003c/p\u003e\n\u003ch2\u003e4つのカスタマーサービスSLAのベストプラクティス\u003c/h2\u003e\n\u003cp\u003e初めて一からオリジナルのSLAを作成するのは、簡単ではありません。適切なSLAを作成できるように、以下のベストプラクティスを実践しましょう。\u003c/p\u003e\n\u003col class=\"list-num-circle\"\u003e\n\u003cli\u003e\n\u003ch3\u003e適切なSLA指標を追跡する\u003c/h3\u003e\n\u003cp\u003eどのメトリック（指標）に重点を置くかを選ぶ際には、業界と固有のペインポイント（問題点）を考慮しましょう。たとえば、急成長しているB2B企業がサポートの規模を拡大したい場合、チケット削減率\u003c/a\u003eに基づいてSLAを構築できます。一方、ホリデーシーズンに迅速なサポート\u003c/a\u003eを提供しなければならないことがわかっている小売業者なら、新規チケットの最長初回返信時間に重点を置いたSLAを作成するのが得策かもしれません。\u003c/li\u003e\n\u003cli\u003e\n\u003ch3\u003eすべての関係者の役割と責任を明確に定義する\u003c/h3\u003e\n\u003cp\u003eSLAを成功させるにはチームワークが必要です。顧客とサポートチームの双方が合意内容を理解し、力を合わせる必要があります。役割と責任を明確にすることで、全員が契約を成功させるために何をすべきかを理解できます。\u003c/p\u003e\n\u003cp\u003eたとえば、GoogleのクラウドストレージサービスのSLA\u003c/a\u003eには、顧客が契約に違反した場合、サポートチームは顧客のサービスクレジットを拒否できると記載されています。一方、サービスクレジットの補償が行われるのは、テクニカルサポートチームにリクエストを行った顧客のみが対象となります。\u003c/li\u003e\n\u003cli\u003e\n\u003ch3\u003eカスタマーサポートチームの関与を促す\u003c/h3\u003e\n\u003cp\u003eサポート担当者の意見を聞かずにSLAを作成したくなるかもしれません。しかし、非現実的な顧客の期待をサポートチームに押し付けるべきではありません。過剰な要件や基準を設けた極端に野心的なSLAは失敗につながります。\u003c/p\u003e\n\u003cp\u003eこのような事態を避けるため、サポート担当者を草稿のプロセスに参加させましょう。まず要件を伝え、実現可能かどうかを確認します。\u003c/li\u003e\n\u003cli\u003e\n\u003ch3\u003eSLAを定期的に見直し、顧客の目標に合わせる\u003c/h3\u003e\n\u003cp\u003e顧客の目標や要件は変化する可能性があり、SLAではこの変化に対応する必要があります。顧客が新たな方向性を示した場合に備えて、定期的にSLAを更新しましょう。\u003c/p\u003e\n\u003cp\u003eSLAを見直す際には、すべての利害関係者を関与させる必要があります。顧客と定期的に連絡を取り、顧客のニーズや期待について話し合うべきです。 SLAのどの部分を更新するべきなのか、あるいは実行不可能なのかをサポート担当者に尋ねましょう。\u003c/p\u003e\n\u003cp\u003e顧客の現在のニーズに合わない古い要件やサポート担当者の能力とフィットしない要件を削除する必要があります。その後、顧客の目標達成に役立つ新規の要件を加えます。\u003c/li\u003e\n\u003c/ol\u003e\n\u003ch2\u003eSLAでサービスレベルを向上させる\u003c/h2\u003e\n\u003cp\u003e顧客の期待に応えてこそ、優れたカスタマーサービスを提供できます。 SLAは、顧客の期待を正式に設定する手段であり、その期待を満たすためのロードマップをサポートチームに提供します。\u003c/p\u003e\n\u003cp\u003eZendesk Support\u003c/a\u003eのようなソフトウェアを使えば、SLAをワークフローの一部に簡単に組み込めます。さらに、担当者や責任者に違反の危険性を警告できるほか、KPIを追跡することでサポートチームのパフォーマンスに関する詳しい情報を得られるようになります。\u003c/p\u003e\n","headerVariant":"blog","hasProgressBar":true,"promo":null,"hasStickySidebar":null,"layout":"default","gatedLinkAndModal":{"href":"https://support.zendesk.com/hc/en-us/articles/5322445643802","text":"さらに詳しく","appendSuccessHtml":"","authoredTrackingParams":{"hiddenCampaignId":"","SFDCCampaigncode":"","lead_source_detail":"Website-Content Download","lead_source":"Website-Content 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