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고객 지원과 고객 서비스의 차이는 무엇이며 서로 어떻게 작동할까요?
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kxqCcm"><path d="M.324 2.449 2.021.752 9.27 8l-7.248 7.248-1.697-1.697 5.551-5.552z"></path></svg><meta itemProp="name" content="고객 지원"/><meta itemProp="position" content="2"/></li><li itemProp="itemListElement" itemscope="" itemType="https://schema.org/ListItem" class="Breadcrumbsstyle__Crumb-sc-16xz1hx-2 iYXkfi"><span href="" data-interaction-type="link-primary" aria-current="page" itemProp="item" class="Breadcrumbsstyle__FauxLink-sc-16xz1hx-4 ihQZPj Linkstyle__LinkRoot-sc-1cm3ukq-2 bcuiXw"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">고객 지원과 고객 서비스의 차이는 무엇이며 서로 어떻게 작동할까요?</span></span><meta itemProp="name" content="고객 지원과 고객 서비스의 차이는 무엇이며 서로 어떻게 작동할까요?"/><meta itemProp="position" content="3"/></li></ol></nav></div></div></div></div></section></div><article data-nmw-id="pages.Blog.BlogMainContent"><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><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 eSGwgQ Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">고객 지원과 고객 서비스의 차이는 무엇이며 서로 어떻게 작동할까요?</h1><p class="Textstyle__TextRoot-sc-c9um69-0 gDyimz"></p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">최종 업데이트: 2023년 09월 09일</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="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/blog-redesign/EmailSystem-216_Final_x2.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 cwLloB" 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">고객 지원과 고객 서비스는 종종 같은 맥락에서 언급되지만 서로 다른 것입니다. 고객 지원과 고객 서비스의 차이점은 무엇이며, 서로 어떻게 작동할까요? </p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 지원은 우리 일상과 비즈니스를 계속 돌아가게 하는 기술적 문제나 어려운 기술 등을 연상시킬지도 모릅니다. 반면, 고객 서비스는 브랜드를 통해 달성하고자 하는 목표나 전반적인 경험에 대한 지침을 떠올리게 합니다. 즉, 새로운 소프트웨어 솔루션을 선택하거나 오프라인 상점에서 제품을 고를 때 도움을 받는 것 등이 제품 서비스에 속한다고 생각하는 것이죠. 고객 지원은 궁극적으로 사용자들이 문제를 해결하고 제품 사용을 최적화하도록 돕는 것이며, 고객 지원이 고객 서비스에 어떤 영향을 끼치는지 이해하는 것은 비즈니스에 큰 도움이 될 수 있습니다.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">고객 지원과 고객 서비스는 같은 개념 아닌가요?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">구글 혹은 일부 전문가들조차도 고객 지원과 고객 서비스를 구별하는 데 어려움을 겪습니다. </p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">젠데스크의 프리미어 지원에서 선임 관리자를 맡고 있는 조나단 브루멜(Jonathan Brummel)은 여러 기업이 고객 지원과 고객 서비스 기능을 구분하는 데 소홀할 수 있다고 말합니다. 고객 지원팀이 단기적으로 기술적 문제를 해결한다면, 좋은 고객 서비스는 장기적인 관계를 구축하고 진정한 파트너십을 수립할 수 있습니다. 고객 지원이 문제 해결의 기초가 되는 방법이라면, 고객 서비스는 왜 특정 방식으로 클라우드 계정을 만들어야 하는지 또는 왜 오늘날 발생하는 문제가 제대로 조치를 취하지 않으면 더 큰 문제로 불거질 수 있는지를 알려주는 이유라고 할 수 있습니다. 브루멜은 지원 과정에서 관계를 구축하는 ‘이유’를 없애 버리는 것은 말이 되지 않는다고 설명합니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">다시 말해, 훌륭한 고객 지원을 제공하는 최고의 방법은 사람 대 사람의 인간적인 고객 서비스를 제공하는 능력을 키우는 것입니다. 고객이 신용 카드 분실로 연락을 취한 경우를 예로 들어보도록 하겠습니다. 어떤 정보가 손상되었는지 확인하고 문제 해결을 위한 조치를 취함으로써 당장의 기술적 문제를 해결하는 것을 넘어, 지원팀이 고객의 상황에 공감할 수 있다면 더 큰 효과를 볼 수 있습니다. <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.kr/blog/6-reasons-use-live-chat-support-software/" 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">실시간 채팅<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>으로 추후에 고객 상황을 다시 체크하거나 회사 블로그나 지식 기반에서 관련 있는 팁의 링크를 SNS로 공유하는 것이 고객 상황에 공감을 표할 수 있는 좋은 방법이 될 수 있습니다.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">그렇다면, 고객 지원은 무엇일까요?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 지원은 소비자가 제품이나 서비스 사용을 최적화할 수 있도록 돕는 여러 서비스를 포괄하는 것으로 알려져 있습니다. 고객 지원팀 직원들은 제품이나 서비스의 설치, 교육, 수리, 유지/보수, 업그레이드 또는 종료와 관련된 모든 것에 대해 고객을 돕습니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 지원팀은 과거에 대부분의 기업이 사용했던 내부 기술 지원의 현대판으로 볼 수도 있습니다. 서비스형 소프트웨어(SaaS)의 부상으로 소프트웨어 원격 설치 및 운영이 훨씬 쉬워지게 되면서, 전통적인 기술 지원 팀은 파트너십에 대한 더욱 흥미진진한 업무에 집중할 수 있게 되었습니다. 그리고 이를 통해, 스프레드시트에 왜 계속해서 #REF!가 뜨는지를 설명하는 것 이상의 기회를 마주하게 되었습니다. 또한, SaaS와 전자상거래의 부상으로 오프라인 상점에서만 필요했던 고객 지원이 비즈니스의 모든 부분에서 필요한 존재로 성장하게 되었습니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 지원팀 직원은 여러분 기업의 제품 전문가입니다. 불만족을 표하는 고객의 문제를 해결할 수 있는 인내심과 대인 관계를 발휘하는 동시에, 다양하고 능동적인 기술적 지원도 제공할 수 있어야 합니다. 고객 지원에서의 소통은 고객이 선호하는 채널로 문제를 보고할 때 시작되어, 도움을 받은 후 만족할 때까지 끝나서는 안 됩니다. 고객 지원 소통에서는 제품과 서비스를 적극적으로 판촉해서는 안 됩니다. 문제가 발생해 짜증스러운 상황에서는 아무도 이를 원치 않을 것이기 때문입니다. 하지만 좋은 고객 서비스는 미래의 제품 및 서비스를 홍보하기 위한 여지를 남겨놓을지도 모릅니다.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">그렇다면, 고객 서비스는 무엇일까요?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.kr/resources/customer-service-skills/" 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 서비스<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>는 경험을 증진시키고 고객과 회사/제품과의 관계를 개선하기 위한 모든 고객 소통을 포괄하는 개념입니다. 고객 지원은 이런 고객 소통의 일부인 것이죠.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">모든 비즈니스는 고객 서비스를 위한 요소를 가지고 있지만, 이런 요소 전부가 고객 지원을 제공하는 것은 아닙니다. 예를 들어, 레스토랑은 고객이 좌석에 앉고, 음식을 주문하고, 결제할 때 고객 서비스를 지원합니다. 하지만 스테이크를 어떻게 썰어야 하는지 시범을 보여주거나, 아니면 이메일이나 메시징 앱으로 스테이크 써는 방법을 알려주는 웨이터는 없을 것입니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">고객 서비스팀 직원은 고객이 회사의 제품을 가장 효율적으로 사용할 수 있도록 반응할 수 있어야 합니다. 하지만 다운스트림 가치를 제공하는 방식에서는 주의를 기울여야 합니다. 긍정적인 비즈니스 관계를 발전시킨다는 것은 사용자와 공급자 모두를 위해 가치를 극대화하는 것을 의미합니다. 따라서 좋은 고객 서비스가 고객을 기술 지원팀으로 신속히 연결해주는 것을 의미할 수도 있지만, 동시에 실시간 채팅이나 <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.kr/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">SNS상의 질문에 응답<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>해 신규 고객을 유치하고 재방문한 고객이 신제품이나 서비스로 업그레이드하거나 확장하는 데 관심이 있는지 확인하는 것을 의미할 수도 있습니다.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">문제 해결사에서 전략적 파트너로</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">기술적 문제에는 항상 기술적 해답이 존재하며, 고객 지원팀 직원은 이런 문제가 발생했을 때 솔루션을 제공하기 위해 존재합니다. 하지만 지원팀의 종류는 언제, 어떻게, 누구에게 도움이 제공되는지에 따라 구별될 수 있습니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">예를 들어, 여러분이 고객이고 차량등록국(DMV)이나 병원 또는 세금과 관련된 소프트웨어에서 문서를 작성해야 한다고 가정해 보겠습니다. 무언가가 제대로 작동하지 않아 문서를 작성하지 못해 고객 지원팀에 문의했습니다. 능숙하고 친절한 직원은 문제를 진단하고 빈칸에 체크하지 않은 것이 문제의 원인이었다고 설명해주었습니다. 고객 문제가 시작할 때 지원 티켓이 열리고 해결됐을 때 닫히는 세상에서는, 빠르고 효율적인 진단이 더 효과적일 것입니다. 하지만 현대의 지원 운영에서는 시간을 할애해서 고객 경험을 분석해 장기적으로 고객 성공을 돕는 마무리 작업이 필요합니다. 이는 왜 고객이 빈칸에 체크하지 않았는지를 물어보거나 체크했을 때 어떤 중요한 일이 발생하는지 설명해주는 것을 의미할 수 있습니다.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">‘기술적’ 고객 지원에서 소프트 스킬의 중요성</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">기술이 인간을 도와야지 인간이 기술을 도와서는 안 됩니다. 따라서, 선택한 기술로 인간의 문제를 해결하기 위해서는 인간적인 접근이 당연히 필요합니다. 물론, 실상에서는 그렇지 않은 경우가 많습니다. 공직 종사자는 <a target="_blank" rel="noopener noreferrer" href="https://relate.zendesk.com/articles/making-public-service-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">정부 기관에서 좋은 고객 지원을 제공하는 것에 대한 도전과제<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 설명하면서 이렇게 말했습니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">“기술적 리더십에서 중요하게 여겨지는 많은 것들은 고객 경험을 위해 필요한 역량과 리더십의 소프트 스킬보다는 기술적 역량인 경우가 많다.”</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.kr/resources/structure-customer-support-organization/" 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">산업계 지원 부문의 리더들이 기술적 역량을 갖춘 사람들을 먼저 채용<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>하고 승진시킨다는 사실에 브루멜도 동의합니다. 하지만 동시에 제품이나 서비스의 기본 요소를 넘어서는 소프트 스킬에 대해 더욱 열린 마음을 가질 필요가 있다고도 당부합니다. 고객 지원팀은 문제를 확인하고, 기타 지원 티어로 분류 또는 확장해 필요한 조치를 밟고, 고객에게 다른 도움이 필요하지는 않은 지 확인함으로써 문제 해결을 종료하는 등 당장의 기술적 문제를 해결하는 데에는 탁월합니다. 하지만 브루멜은 고객의 니즈에 귀 기울일 때만 발견할 수 있는 숨겨진 기회가 매우 많다고 말합니다.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">고객 서비스를 공감과 ‘양극의 관계’에 기반한 고객 지원으로</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.kr/blog/beyond-bottom-line-building-business-customer-empathy/" 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 지원에서는 공감<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 통해 표면 아래에 숨겨진 문제를 밝힐 수 있습니다. 직원이 동일한 문제로 일주일 만에 전화나 채팅을 통해 700번째 문의를 받는 순간 공감 능력을 발휘한다면, 하루 종일 혹은 부서 전체나 비즈니스 라인 전체가 불안한 상태일지도 모르는 고객의 마음을 이해할 수 있게 될 겁니다. 어쩌면 이제 막 입사를 한 신입 사원일 수도 있고, 아니면 여러분의 제품을 새로 산 고객일 수도 있으며, 휴가 중일 수도 있죠. 이런 상황을 지원팀 직원이 항상 알 수는 없습니다. 하지만 공감을 통해 고객의 상태를 가늠해보려 노력하는 것입니다.<br/>“기술과 관련해 최고의 인재들을 보유하고 있지만, 이들은 동시에 극한의 감정도 다뤄야만 합니다”라고 브루멜은 말합니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma"><a target="_blank" rel="noopener noreferrer" href="https://www.nbc.com/saturday-night-live/video/nick-burns-your-companys-computer-guy/n11524" 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">기술 지원의 전형<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>에만 그칠 것이 아니라, 양극의 관계를 연습해 공동 목표를 달성하는 데 필요한 협력 의식을 키워야 한다고 브루멜은 제안합니다. 기술적인 노하우와 제품에 대한 지식이 있다고 해도, 관계가 없다면 도움이 필요한 고객을 도울 수 없습니다. 그리고 관계를 쌓으려면 때때로 브루멜이 ‘곤란하고 어색한 상황’이라고 일컫는 상황에 처해야 할지도 모릅니다. 왜냐하면 특히나 스트레스를 받고 있는 고객들은 지원팀 직원이 제안하는 대로 따르지 않을 수도 있기 때문입니다. 따라서 왜 지원팀 직원의 제안을 따라야 하는지 논리적으로 설득해야 합니다. 많은 경우에, 이유를 이해하지 못하거나 문제를 확인해주는 ‘전략적 파트너’가 없다면 미래에 더 큰 문제가 발생할 수도 있습니다.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">고객 지원 결과와 핵심 성과 지표(KPI)의 진화</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">유효성이 증명된 <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.kr/blog/customer-support-kpis-need-track/" 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 평가의 주요 핵심 성과 지표(KPI)<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>에는 고객 만족도(CSAT), 순수 고객 추천 지수(NPS), 고객 이탈률 등이 있습니다. 하지만 어디까지 진화할 수 있고, 어디까지 진화해야 하는지 결정하려면 <a target="_blank" rel="noopener noreferrer" href="https://relate.zendesk.com/education/measuring-happiness-whats-difference-csat-nps/" 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">KPI를 지속적으로 확인<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>하는 것이 좋습니다. 과거에는, 해결된 티켓의 수가 지원팀이나 지원팀 직원의 성공을 가늠하는 척도였습니다. 하지만 전통적인 ‘지원’ 기능이 다른 채널 및 비즈니스 프로세스와 통합됨에 따라, 기업들은 성공을 측정하는 방식을 바꾸고 있습니다. 이는 또한 지원팀이 고객을 지원하는 방식에도 영향을 끼치고 있습니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">HGTV의 <a target="_blank" rel="noopener noreferrer" href="https://relate.zendesk.com/articles/magnolia-method-scaling-authenticity-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">칩 게인즈(Chip Gaines)와 조안나 게인즈(Joanna Gaines)<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 세운 소매 쇼핑 천국인 매그놀리아에서는, 해결된 티켓 수나 해결되는 데 걸린 시간이 브랜드 명성에 걸맞은 성공 혹은 정확한 성공의 지표로 작동하지 않습니다. 고객층이 채팅만큼이나 전화로 온라인 구매와 관련해 문의하는 경향이 있다는 것을 알고 있는 지원팀은 시간을 내서 전화로 고객과 대화를 나눌 수 있고 심지어는 고객을 즐겁게 해주거나 고객에게 꽃을 보내기 위해서 회사 예산을 쓰는 것도 허용됩니다.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">고객 지원팀에 대한 지원</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">제품과 서비스에 일정 수준의 전문성이 필요한 기술 지원은 시간이 지남에 따라 반복적인 업무를 하게 될 수도 있습니다. 하지만 미래 지향적인 지원 리더들은 새롭고 색다른 프로젝트를 직원들에게 배정할 필요성과 직원들이 갖춰야 할 전문성 사이에 균형을 유지해, 직원들이 담당 제품이나 기능에 갇혀 지루함을 느낄 때 ‘마음이 딱딱해지는’ 상황을 예방할 수 있다고 브루멜은 말합니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">직원들이 느끼는 권태감을 예방할 방법은 많습니다. 특정 업무에 대해 <a target="_blank" rel="noopener noreferrer" href="https://www.toistersolutions.com/blog/2019/3/28/why-customer-service-employees-avoid-taking-ownership" 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">지원팀 직원에게 오너쉽을 부여<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>할 수도 있고, 타인을 교육하도록 할 수도 있고, 아니면 매주 주기적으로 실시간 채널에서 업무를 보도록 할 수도 있습니다. 전화나 채팅창에서 다양한 문제와 성격과 마주한다면, 지원팀의 숙련된 베테랑들도 1:1 실시간 서비스를 통해 새로운 관점을 얻을 수 있습니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">또 다른 방식은 결과에 구속되지 않으면서 모든 지원 상황을 겪어볼 수 있도록 지원팀 직원들을 코치하는 것입니다. 고객 지원으로 문제가 즉시 해결된다고 보장할 수는 없지만, 직원들은 모든 과정에서 협력적이고 소통에 열린 자세로 임하도록 할 수 있습니다.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 czKALj">고객 지원의 목표: 방법뿐만 아니라 이유에도 답을 제공하다</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">브루멜은 기술적 역량을 갖춘 사람들이 전통적인 지원 역할에서 성공하기 쉬울지는 몰라도, 자신과 타인을 이해하기는 훨씬 어려울 수도 있다고 말합니다. 고객 지원을 하기 위해서는 제품과 프로세스에 대한 해박한 지식이 필요합니다. 하지만 고객 서비스에 활력을 더하기 위해서는 직원들이 <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.kr/blog/what-is-customer-focus/" 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">고객에 집중<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 해야 합니다. 직원이 경청한다는 느낌을 고객이 받고 있는지, 다음에 어떤 일을 해야 하는지 고객이 인지했는지, 아니면 왜 그런 조치를 취해야 하는지를 이해했는지 등을 고려해야 한다는 것입니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">소프트 스킬을 인정하고(또 채용 요건으로 삼고), 공감과 양극의 관계를 마주하고, 결과와 KPI를 진화시키고, 위의 모든 과정에서 지원팀 직원을 지원함으로써, 고객 지원팀은 <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.kr/blog/customer-centric-business/" 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 중심적인 접근법<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 더욱 잘 취할 수 있을 뿐만 아니라, 문제가 발생한 날뿐만 아니라 오랫동안 고객 지원을 제공할 수 있게 됩니다.</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">‘고객 서비스’와 ‘고객 지원’ 간의 차이가 희미해졌을지는 몰라도, 고품질의 고객 경험을 보장하기 위해 투자할 때 이 두 가지의 차이를 이해하는 것은 중요합니다.</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 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 ialojv"><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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이를 통해…</p><div class="Tagstyle__TagContainer-sc-1uuac66-3 ceUOVi"><a href="/blog/tags/helpdesk-software/" 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">헬프 데스크 소프트웨어</span></a></div></div></div><div style="margin-bottom:16px" class="StyledCol-sc-inuw62-0 jjCVBw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div href="#" data-tags="" class="Cardstyle__CardRoot-sc-1g3sojj-1 kMMbdA"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span 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support","_yoast_wpseo_sitemap-html-include":"-","_trash_the_other_posts":"0","_wp_old_slug":"customer-support-vs-customer-service-2","_edit_lock":"1694266073:3681","_edit_last":"3681","_pingme":"1","_yoast_wpseo_primary_filter_tag_blog":"1397","_yoast_wpseo_content_score":"60","canonical":"https://www.zendesk.kr/blog/customer-support-vs-customer-service/","seoTitle":"고객 지원과 고객 서비스의 차이는 무엇이며 서로 어떻게 작동할까요?","seoDescription":"고객 지원과 고객 서비스의 차이점은 무엇이며 서로 어떻게 작동할까요?","seoImage":"https://d1eipm3vz40hy0.cloudfront.net/images/blog-redesign/EmailSystem-216_Final_x2.jpg","twitterImage":"https://d1eipm3vz40hy0.cloudfront.net/images/blog-redesign/EmailSystem-216_Final_x2.jpg","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","hub":null,"spokes":[],"breadcrumbs":[{"link":"/blog/tags/best-practices/","title":"모범 사례","id":1449},{"link":"/blog/tags/service/","title":"고객 지원","id":1397},{"title":"고객 지원과 고객 서비스의 차이는 무엇이며 서로 어떻게 작동할까요?","link":""}],"path":"/blog/customer-support-vs-customer-service/","title":"고객 지원과 고객 서비스의 차이는 무엇이며 서로 어떻게 작동할까요?","publishedAt":"2019-02-07 10:38:40","updatedAt":"2023-09-09 13:29:49","updatedAtFormatted":"2023년 09월 09일","content":"\u003cp\u003e고객 지원과 고객 서비스는 종종 같은 맥락에서 언급되지만 서로 다른 것입니다. 고객 지원과 고객 서비스의 차이점은 무엇이며, 서로 어떻게 작동할까요? \u003c/p\u003e\n\u003cp\u003e고객 지원은 우리 일상과 비즈니스를 계속 돌아가게 하는 기술적 문제나 어려운 기술 등을 연상시킬지도 모릅니다. 반면, 고객 서비스는 브랜드를 통해 달성하고자 하는 목표나 전반적인 경험에 대한 지침을 떠올리게 합니다. 즉, 새로운 소프트웨어 솔루션을 선택하거나 오프라인 상점에서 제품을 고를 때 도움을 받는 것 등이 제품 서비스에 속한다고 생각하는 것이죠. 고객 지원은 궁극적으로 사용자들이 문제를 해결하고 제품 사용을 최적화하도록 돕는 것이며, 고객 지원이 고객 서비스에 어떤 영향을 끼치는지 이해하는 것은 비즈니스에 큰 도움이 될 수 있습니다.\u003c/p\u003e\n\u003ch2\u003e고객 지원과 고객 서비스는 같은 개념 아닌가요?\u003c/h2\u003e\n\u003cp\u003e구글 혹은 일부 전문가들조차도 고객 지원과 고객 서비스를 구별하는 데 어려움을 겪습니다. \u003c/p\u003e\n\u003cp\u003e젠데스크의 프리미어 지원에서 선임 관리자를 맡고 있는 조나단 브루멜(Jonathan Brummel)은 여러 기업이 고객 지원과 고객 서비스 기능을 구분하는 데 소홀할 수 있다고 말합니다. 고객 지원팀이 단기적으로 기술적 문제를 해결한다면, 좋은 고객 서비스는 장기적인 관계를 구축하고 진정한 파트너십을 수립할 수 있습니다. 고객 지원이 문제 해결의 기초가 되는 방법이라면, 고객 서비스는 왜 특정 방식으로 클라우드 계정을 만들어야 하는지 또는 왜 오늘날 발생하는 문제가 제대로 조치를 취하지 않으면 더 큰 문제로 불거질 수 있는지를 알려주는 이유라고 할 수 있습니다. 브루멜은 지원 과정에서 관계를 구축하는 ‘이유’를 없애 버리는 것은 말이 되지 않는다고 설명합니다.\u003c/p\u003e\n\u003cp\u003e다시 말해, 훌륭한 고객 지원을 제공하는 최고의 방법은 사람 대 사람의 인간적인 고객 서비스를 제공하는 능력을 키우는 것입니다. 고객이 신용 카드 분실로 연락을 취한 경우를 예로 들어보도록 하겠습니다. 어떤 정보가 손상되었는지 확인하고 문제 해결을 위한 조치를 취함으로써 당장의 기술적 문제를 해결하는 것을 넘어, 지원팀이 고객의 상황에 공감할 수 있다면 더 큰 효과를 볼 수 있습니다. \u003ca href=\"https://www.zendesk.kr/blog/6-reasons-use-live-chat-support-software/\" rel=\"noopener\" target=\"_blank\"\u003e실시간 채팅\u003c/a\u003e으로 추후에 고객 상황을 다시 체크하거나 회사 블로그나 지식 기반에서 관련 있는 팁의 링크를 SNS로 공유하는 것이 고객 상황에 공감을 표할 수 있는 좋은 방법이 될 수 있습니다.\u003c/p\u003e\n\u003ch2\u003e그렇다면, 고객 지원은 무엇일까요?\u003c/h2\u003e\n\u003cp\u003e고객 지원은 소비자가 제품이나 서비스 사용을 최적화할 수 있도록 돕는 여러 서비스를 포괄하는 것으로 알려져 있습니다. 고객 지원팀 직원들은 제품이나 서비스의 설치, 교육, 수리, 유지/보수, 업그레이드 또는 종료와 관련된 모든 것에 대해 고객을 돕습니다.\u003c/p\u003e\n\u003cp\u003e고객 지원팀은 과거에 대부분의 기업이 사용했던 내부 기술 지원의 현대판으로 볼 수도 있습니다. 서비스형 소프트웨어(SaaS)의 부상으로 소프트웨어 원격 설치 및 운영이 훨씬 쉬워지게 되면서, 전통적인 기술 지원 팀은 파트너십에 대한 더욱 흥미진진한 업무에 집중할 수 있게 되었습니다. 그리고 이를 통해, 스프레드시트에 왜 계속해서 #REF!가 뜨는지를 설명하는 것 이상의 기회를 마주하게 되었습니다. 또한, SaaS와 전자상거래의 부상으로 오프라인 상점에서만 필요했던 고객 지원이 비즈니스의 모든 부분에서 필요한 존재로 성장하게 되었습니다.\u003c/p\u003e\n\u003cp\u003e고객 지원팀 직원은 여러분 기업의 제품 전문가입니다. 불만족을 표하는 고객의 문제를 해결할 수 있는 인내심과 대인 관계를 발휘하는 동시에, 다양하고 능동적인 기술적 지원도 제공할 수 있어야 합니다. 고객 지원에서의 소통은 고객이 선호하는 채널로 문제를 보고할 때 시작되어, 도움을 받은 후 만족할 때까지 끝나서는 안 됩니다. 고객 지원 소통에서는 제품과 서비스를 적극적으로 판촉해서는 안 됩니다. 문제가 발생해 짜증스러운 상황에서는 아무도 이를 원치 않을 것이기 때문입니다. 하지만 좋은 고객 서비스는 미래의 제품 및 서비스를 홍보하기 위한 여지를 남겨놓을지도 모릅니다.\u003c/p\u003e\n\u003ch2\u003e그렇다면, 고객 서비스는 무엇일까요?\u003c/h2\u003e\n\u003cp\u003e\u003ca href=\"https://www.zendesk.kr/resources/customer-service-skills/\" rel=\"noopener\" target=\"_blank\"\u003e고객 서비스\u003c/a\u003e는 경험을 증진시키고 고객과 회사/제품과의 관계를 개선하기 위한 모든 고객 소통을 포괄하는 개념입니다. 고객 지원은 이런 고객 소통의 일부인 것이죠.\u003c/p\u003e\n\u003cp\u003e모든 비즈니스는 고객 서비스를 위한 요소를 가지고 있지만, 이런 요소 전부가 고객 지원을 제공하는 것은 아닙니다. 예를 들어, 레스토랑은 고객이 좌석에 앉고, 음식을 주문하고, 결제할 때 고객 서비스를 지원합니다. 하지만 스테이크를 어떻게 썰어야 하는지 시범을 보여주거나, 아니면 이메일이나 메시징 앱으로 스테이크 써는 방법을 알려주는 웨이터는 없을 것입니다.\u003c/p\u003e\n\u003cp\u003e고객 서비스팀 직원은 고객이 회사의 제품을 가장 효율적으로 사용할 수 있도록 반응할 수 있어야 합니다. 하지만 다운스트림 가치를 제공하는 방식에서는 주의를 기울여야 합니다. 긍정적인 비즈니스 관계를 발전시킨다는 것은 사용자와 공급자 모두를 위해 가치를 극대화하는 것을 의미합니다. 따라서 좋은 고객 서비스가 고객을 기술 지원팀으로 신속히 연결해주는 것을 의미할 수도 있지만, 동시에 실시간 채팅이나 \u003ca href=\"https://www.zendesk.kr/resources/customer-service-through-social-media/\" rel=\"noopener\" target=\"_blank\"\u003eSNS상의 질문에 응답\u003c/a\u003e해 신규 고객을 유치하고 재방문한 고객이 신제품이나 서비스로 업그레이드하거나 확장하는 데 관심이 있는지 확인하는 것을 의미할 수도 있습니다.\u003c/p\u003e\n\u003ch2\u003e문제 해결사에서 전략적 파트너로\u003c/h2\u003e\n\u003cp\u003e기술적 문제에는 항상 기술적 해답이 존재하며, 고객 지원팀 직원은 이런 문제가 발생했을 때 솔루션을 제공하기 위해 존재합니다. 하지만 지원팀의 종류는 언제, 어떻게, 누구에게 도움이 제공되는지에 따라 구별될 수 있습니다.\u003c/p\u003e\n\u003cp\u003e예를 들어, 여러분이 고객이고 차량등록국(DMV)이나 병원 또는 세금과 관련된 소프트웨어에서 문서를 작성해야 한다고 가정해 보겠습니다. 무언가가 제대로 작동하지 않아 문서를 작성하지 못해 고객 지원팀에 문의했습니다. 능숙하고 친절한 직원은 문제를 진단하고 빈칸에 체크하지 않은 것이 문제의 원인이었다고 설명해주었습니다. 고객 문제가 시작할 때 지원 티켓이 열리고 해결됐을 때 닫히는 세상에서는, 빠르고 효율적인 진단이 더 효과적일 것입니다. 하지만 현대의 지원 운영에서는 시간을 할애해서 고객 경험을 분석해 장기적으로 고객 성공을 돕는 마무리 작업이 필요합니다. 이는 왜 고객이 빈칸에 체크하지 않았는지를 물어보거나 체크했을 때 어떤 중요한 일이 발생하는지 설명해주는 것을 의미할 수 있습니다.\u003c/p\u003e\n\u003ch2\u003e‘기술적’ 고객 지원에서 소프트 스킬의 중요성\u003c/h2\u003e\n\u003cp\u003e기술이 인간을 도와야지 인간이 기술을 도와서는 안 됩니다. 따라서, 선택한 기술로 인간의 문제를 해결하기 위해서는 인간적인 접근이 당연히 필요합니다. 물론, 실상에서는 그렇지 않은 경우가 많습니다. 공직 종사자는 \u003ca href=\"https://relate.zendesk.com/articles/making-public-service-customer-service/\" rel=\"noopener\" target=\"_blank\"\u003e정부 기관에서 좋은 고객 지원을 제공하는 것에 대한 도전과제\u003c/a\u003e를 설명하면서 이렇게 말했습니다.\u003c/p\u003e\n\u003cp\u003e“기술적 리더십에서 중요하게 여겨지는 많은 것들은 고객 경험을 위해 필요한 역량과 리더십의 소프트 스킬보다는 기술적 역량인 경우가 많다.”\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"https://www.zendesk.kr/resources/structure-customer-support-organization/\" rel=\"noopener\" target=\"_blank\"\u003e산업계 지원 부문의 리더들이 기술적 역량을 갖춘 사람들을 먼저 채용\u003c/a\u003e하고 승진시킨다는 사실에 브루멜도 동의합니다. 하지만 동시에 제품이나 서비스의 기본 요소를 넘어서는 소프트 스킬에 대해 더욱 열린 마음을 가질 필요가 있다고도 당부합니다. 고객 지원팀은 문제를 확인하고, 기타 지원 티어로 분류 또는 확장해 필요한 조치를 밟고, 고객에게 다른 도움이 필요하지는 않은 지 확인함으로써 문제 해결을 종료하는 등 당장의 기술적 문제를 해결하는 데에는 탁월합니다. 하지만 브루멜은 고객의 니즈에 귀 기울일 때만 발견할 수 있는 숨겨진 기회가 매우 많다고 말합니다.\u003c/p\u003e\n\u003ch2\u003e고객 서비스를 공감과 ‘양극의 관계\u0026#8217;에 기반한 고객 지원으로\u003c/h2\u003e\n\u003cp\u003e\u003ca href=\"https://www.zendesk.kr/blog/beyond-bottom-line-building-business-customer-empathy/\" rel=\"noopener\" target=\"_blank\"\u003e고객 지원에서는 공감\u003c/a\u003e을 통해 표면 아래에 숨겨진 문제를 밝힐 수 있습니다. 직원이 동일한 문제로 일주일 만에 전화나 채팅을 통해 700번째 문의를 받는 순간 공감 능력을 발휘한다면, 하루 종일 혹은 부서 전체나 비즈니스 라인 전체가 불안한 상태일지도 모르는 고객의 마음을 이해할 수 있게 될 겁니다. 어쩌면 이제 막 입사를 한 신입 사원일 수도 있고, 아니면 여러분의 제품을 새로 산 고객일 수도 있으며, 휴가 중일 수도 있죠. 이런 상황을 지원팀 직원이 항상 알 수는 없습니다. 하지만 공감을 통해 고객의 상태를 가늠해보려 노력하는 것입니다.\u003cbr /\u003e\n“기술과 관련해 최고의 인재들을 보유하고 있지만, 이들은 동시에 극한의 감정도 다뤄야만 합니다”라고 브루멜은 말합니다.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"https://www.nbc.com/saturday-night-live/video/nick-burns-your-companys-computer-guy/n11524\" rel=\"noopener\" target=\"_blank\"\u003e기술 지원의 전형\u003c/a\u003e에만 그칠 것이 아니라, 양극의 관계를 연습해 공동 목표를 달성하는 데 필요한 협력 의식을 키워야 한다고 브루멜은 제안합니다. 기술적인 노하우와 제품에 대한 지식이 있다고 해도, 관계가 없다면 도움이 필요한 고객을 도울 수 없습니다. 그리고 관계를 쌓으려면 때때로 브루멜이 ‘곤란하고 어색한 상황’이라고 일컫는 상황에 처해야 할지도 모릅니다. 왜냐하면 특히나 스트레스를 받고 있는 고객들은 지원팀 직원이 제안하는 대로 따르지 않을 수도 있기 때문입니다. 따라서 왜 지원팀 직원의 제안을 따라야 하는지 논리적으로 설득해야 합니다. 많은 경우에, 이유를 이해하지 못하거나 문제를 확인해주는 ‘전략적 파트너\u0026#8217;가 없다면 미래에 더 큰 문제가 발생할 수도 있습니다.\u003c/p\u003e\n\u003ch2\u003e고객 지원 결과와 핵심 성과 지표(KPI)의 진화\u003c/h2\u003e\n\u003cp\u003e유효성이 증명된 \u003ca href=\"https://www.zendesk.kr/blog/customer-support-kpis-need-track/\" rel=\"noopener\" target=\"_blank\"\u003e고객 지원 평가의 주요 핵심 성과 지표(KPI)\u003c/a\u003e에는 고객 만족도(CSAT), 순수 고객 추천 지수(NPS), 고객 이탈률 등이 있습니다. 하지만 어디까지 진화할 수 있고, 어디까지 진화해야 하는지 결정하려면 \u003ca href=\"https://relate.zendesk.com/education/measuring-happiness-whats-difference-csat-nps/\" rel=\"noopener\" target=\"_blank\"\u003eKPI를 지속적으로 확인\u003c/a\u003e하는 것이 좋습니다. 과거에는, 해결된 티켓의 수가 지원팀이나 지원팀 직원의 성공을 가늠하는 척도였습니다. 하지만 전통적인 ‘지원’ 기능이 다른 채널 및 비즈니스 프로세스와 통합됨에 따라, 기업들은 성공을 측정하는 방식을 바꾸고 있습니다. 이는 또한 지원팀이 고객을 지원하는 방식에도 영향을 끼치고 있습니다.\u003c/p\u003e\n\u003cp\u003eHGTV의 \u003ca href=\"https://relate.zendesk.com/articles/magnolia-method-scaling-authenticity-customer-service/\" rel=\"noopener\" target=\"_blank\"\u003e칩 게인즈(Chip Gaines)와 조안나 게인즈(Joanna Gaines)\u003c/a\u003e가 세운 소매 쇼핑 천국인 매그놀리아에서는, 해결된 티켓 수나 해결되는 데 걸린 시간이 브랜드 명성에 걸맞은 성공 혹은 정확한 성공의 지표로 작동하지 않습니다. 고객층이 채팅만큼이나 전화로 온라인 구매와 관련해 문의하는 경향이 있다는 것을 알고 있는 지원팀은 시간을 내서 전화로 고객과 대화를 나눌 수 있고 심지어는 고객을 즐겁게 해주거나 고객에게 꽃을 보내기 위해서 회사 예산을 쓰는 것도 허용됩니다.\n\u003c/p\u003e\n\u003ch2\u003e고객 지원팀에 대한 지원\u003c/h2\u003e\n\u003cp\u003e제품과 서비스에 일정 수준의 전문성이 필요한 기술 지원은 시간이 지남에 따라 반복적인 업무를 하게 될 수도 있습니다. 하지만 미래 지향적인 지원 리더들은 새롭고 색다른 프로젝트를 직원들에게 배정할 필요성과 직원들이 갖춰야 할 전문성 사이에 균형을 유지해, 직원들이 담당 제품이나 기능에 갇혀 지루함을 느낄 때 ‘마음이 딱딱해지는’ 상황을 예방할 수 있다고 브루멜은 말합니다.\u003c/p\u003e\n\u003cp\u003e직원들이 느끼는 권태감을 예방할 방법은 많습니다. 특정 업무에 대해 \u003ca href=\"https://www.toistersolutions.com/blog/2019/3/28/why-customer-service-employees-avoid-taking-ownership\" rel=\"noopener\" target=\"_blank\"\u003e지원팀 직원에게 오너쉽을 부여\u003c/a\u003e할 수도 있고, 타인을 교육하도록 할 수도 있고, 아니면 매주 주기적으로 실시간 채널에서 업무를 보도록 할 수도 있습니다. 전화나 채팅창에서 다양한 문제와 성격과 마주한다면, 지원팀의 숙련된 베테랑들도 1:1 실시간 서비스를 통해 새로운 관점을 얻을 수 있습니다.\u003c/p\u003e\n\u003cp\u003e또 다른 방식은 결과에 구속되지 않으면서 모든 지원 상황을 겪어볼 수 있도록 지원팀 직원들을 코치하는 것입니다. 고객 지원으로 문제가 즉시 해결된다고 보장할 수는 없지만, 직원들은 모든 과정에서 협력적이고 소통에 열린 자세로 임하도록 할 수 있습니다.\u003c/p\u003e\n\u003ch2\u003e고객 지원의 목표: 방법뿐만 아니라 이유에도 답을 제공하다\u003c/h2\u003e\n\u003cp\u003e브루멜은 기술적 역량을 갖춘 사람들이 전통적인 지원 역할에서 성공하기 쉬울지는 몰라도, 자신과 타인을 이해하기는 훨씬 어려울 수도 있다고 말합니다. 고객 지원을 하기 위해서는 제품과 프로세스에 대한 해박한 지식이 필요합니다. 하지만 고객 서비스에 활력을 더하기 위해서는 직원들이 \u003ca href=\"https://www.zendesk.kr/blog/what-is-customer-focus/\" rel=\"noopener\" target=\"_blank\"\u003e고객에 집중\u003c/a\u003e하도록 해야 합니다. 직원이 경청한다는 느낌을 고객이 받고 있는지, 다음에 어떤 일을 해야 하는지 고객이 인지했는지, 아니면 왜 그런 조치를 취해야 하는지를 이해했는지 등을 고려해야 한다는 것입니다.\u003c/p\u003e\n\u003cp\u003e소프트 스킬을 인정하고(또 채용 요건으로 삼고), 공감과 양극의 관계를 마주하고, 결과와 KPI를 진화시키고, 위의 모든 과정에서 지원팀 직원을 지원함으로써, 고객 지원팀은 \u003ca href=\"https://www.zendesk.kr/blog/customer-centric-business/\" rel=\"noopener\" target=\"_blank\"\u003e고객 중심적인 접근법\u003c/a\u003e을 더욱 잘 취할 수 있을 뿐만 아니라, 문제가 발생한 날뿐만 아니라 오랫동안 고객 지원을 제공할 수 있게 됩니다.\u003c/p\u003e\n\u003cp\u003e‘고객 서비스’와 ‘고객 지원\u0026#8217; 간의 차이가 희미해졌을지는 몰라도, 고품질의 고객 경험을 보장하기 위해 투자할 때 이 두 가지의 차이를 이해하는 것은 중요합니다.\u003c/p\u003e\n","headerVariant":"blog","hasProgressBar":true,"promo":null,"hasStickySidebar":null,"layout":"default","gatedLinkAndModal":{"href":"https://www.zendesk.com/resources/implement-world-class-customer-service-solution/","text":"Learn more","appendSuccessHtml":"","authoredTrackingParams":{"hiddenCampaignId":"","SFDCCampaigncode":"","lead_source_detail":"Website-Content Download","lead_source":"Website-Content 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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."},"contactFormModal":{"heading":"영업팀에 문의하기","description":"대화를 시작하세요. 간략한 정보를 제공해주면 최대한 빠르게 연락드리겠습니다.","submit_button":"영업팀에 문의하기","product_link_text":"제품 지원이 필요하세요? 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Enter the total number of respondents who rated their satisfaction level a 4.","lbl_neutral":"Neutral","tooltip_neutral":"Neutral: Enter the total number of respondents who rated their satisfaction level a 3.","lbl_dissatisfied":"Dissatisfied","tooltip_dissatisfied":"Dissatisfied: Enter the total number of respondents who rated their satisfaction level a 2.","lbl_very_dissatisfied":"Very dissatisfied","tooltip_very_dissatisfied":"Very dissatisfied: Enter the total number of respondents who rated their satisfaction level a 1.","res_heading":"CSAT score:","res_customers_surveyed":"Customers surveyed:","reset":"Reset"},"lcStaffingCalculator":{"title":"Live chat staffing calculator","intro_1":"Ensuring appropriate levels of live chat staffing can be a challenge. 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You can analyze the entire website, or you can choose specific URLs that feature live chat widgets.","form_section_2_heading":"Estimating number of chats per hour","lbl_chat_hours":"How many hours will live chat support be available on your website?","tooltip_chat_hours":"When you’re just getting started with live chat support, stick to an average 8-hour workday (e.g. 9a to 5p). This reduces the number of incoming chats and contains the chats to predictable hours.","form_section_3_heading":"Estimating number of agents","lbl_chat_duration":"How long should agents spend on one live chat conversation (in mins)?","tooltip_chat_duration":"Agents spend an average of between 8 and 12 minutes solving one customer’s problem, but actual time spent per chat depends on the complexity of the issue and how much experience or expertise the agent has on that topic. Come up with your own average based on your time to resolution data.","lbl_concurrent_chats":"How many live chat conversations will an agent manage simultaneously?","tooltip_concurrent_chats":"This depends largely on the agent’s skill level. A skilled agent might manage 4-6 live chats at a time, while less experienced agents manage 1-2. That said, even some veteran support agents prefer a maximum of 2-3 chats at a time. This allows more time to conduct research in an internal knowledge base or dig into the customer’s account history.","result_heading":"Result","result_percent_customers":"Total percentage of customers requesting a chat","result_chat_volume":"Estimated chat volume","result_availability_period":"Chat availability period (in hours)","result_chats_per_hour":"Estimated chats per hour","result_recommended_agents":"Recommended number of agents","disclaimer_heading":"Disclaimer:","disclaimer_body_1":"Keep in mind that the above formula is merely a guide and ignores things like breaks for your agents, multiple shifts, and vastly different customer requirements. It shouldn’t replace a typical workforce management staffing calculator.","disclaimer_body_2":"Once you’ve settled on your staffing needs, keep monitoring your wait times and CSAT to ensure it’s the optimal number. There’s a tendency for live chat CSAT to fall as the number of chats per agent rises and wait times increase."},"msgStaffingCalculator":{"title":"메시징 인력 계산기","lbl_ft_hours":"풀타임 상담사의 주간 근무 시간이 어떻게 되나요?","tooltip_ft_hours":"주중 총 유급 근로 시간은 현지 법률에 따라 상이할 수 있습니다.","lbl_shrinkage":"평균적으로 어느 정도의 수축을 예상할 수 있나요?","tooltip_shrinkage":"수축률은 모든 비생산적인 시간에 할당된 시간의 비율을 나타내며, PTO, 휴일, 코칭, 회의, 유급 휴가 등을 예로 들 수 있습니다.","lbl_ticket_volume":"귀사의 총 평균 티켓은 양은 얼마나 되나요?","tooltip_ticket_volume":"모든 지원 업무에 대한 주간별 총 평균 티켓 양(상담사당 아님).","lbl_aht":"평균 처리 시간은 몇 분인가요?","tooltip_aht":"필요한 경우 아래의 별도 계산기를 참조하여 AHT를 계산하세요.","results":"결과","res_agent_utilized_hrs":"주간 풀타임 상담사 활용 시간:","res_total_utilized_hrs":"총 활용 시간(주간):","res_fte_agents_needed":"풀타임 상담사 필요 예상 인력:","aht_calculator":"평균 처리 시간 계산기","lbl_agent_solves":"풀타임 상담사의 주당 평균 해결 수","tooltip_agent_solves":"풀타임 상담사당 주간 평균 티켓 해결 수","lbl_agent_utilized_hrs":"주간 풀타임 상담사 활용 시간","tooltip_agent_utilized_hrs":"모든 수축 요소를 고려한 후 상담사로부터 얻는 생산적인 실제 작업량 위의 질문 1에서 복사할 수 있습니다.","res_solves_per_hr":"시간당 문제 해결 수:","res_avg_handle_time":"평균 처리 시간:"},"profitMarginCalculator":{"title":"이익률 계산기","lbl_revenue":"매출","tooltip_revenue":"제품으로 창출되는 총금액을 입력하세요.","lbl_cost":"비용","tooltip_cost":"제품을 제조하는 데 필요한 총금액을 입력하세요.","lbl_markup":"이윤","tooltip_markup":"제품의 판매가에 기업이 추가하고자 하는 마진율을 입력하세요.","lbl_profit":"이익","tooltip_profit":"이익은 기업이 제품을 판매하여 벌어들이는 금액입니다.","btn_reset":"재설정","text_result":"이익률"},"tileCard":{"link_customer":"전체 사례 읽기","link_event_live":"등록하기","link_event_ondemand":"지금 보기","link_webinar":"지금 보기"},"blogNewsletterForm":{"heading":"블로그 구독하기","subheading":"고객 서비스와 영업 팁, 도움말, 업계 성공 사례가 가득한 최고의 정보 모음입니다. 당사와 함께하세요","success":"클럽에 오신 것을 환영합니다!","form_email_lbl":"이메일 주소"},"exitModals":{"blog_heading_jp":"Zendesk 뉴스레터를\u003c0\u003e\u003c/0\u003e구독하시겠어요?","blog_text_jp":"최신 정보,\u003c0\u003e\u003c/0\u003e고객 사례, 고객 서비스 관련 팁을 전달해 보세요.","blog_heading_us":"추천 자료","blog_text_us":"구독 신청하시고, 고객 인사이트, 최신 경향 등을 이메일로 바로 받아 보세요.","blog_heading":"맞습니다. 중요한 정보가 참 많죠.","blog_text":"Zendesk 뉴스레터에 가입하여 원할 때 읽으세요.","heading":"Zendesk 사용해 보기","trial_subhead":"오늘 고객 서비스 솔루션을 시험해 보세요.","heading_jp":"제품 데모","demo_subhead":"Zendesk 고객 서비스 솔루션이 고객 경험을 한결 손쉽고 편리하게 해주는 비결을 알아보세요.","demo_btn":"데모 보기","trial_btn":"무료 평가판 시작"}},"__N_SSG":true},"page":"/blog/[slug]","query":{"slug":"customer-support-vs-customer-service"},"buildId":"Ira_g3owBcF4NaIvX0kgX","assetPrefix":"/web-assets","isFallback":false,"isExperimentalCompile":false,"dynamicIds":[76883,14352,34868],"gsp":true,"appGip":true,"locale":"kr","locales":["us","au","br","de","dk","es","fr","gb","hk","it","in","jp","kr","mx","nl","se","sg","tw","th"],"defaultLocale":"us","domainLocales":[{"domain":"www.zendesk.com.br","defaultLocale":"br"},{"domain":"www.zendesk.de","defaultLocale":"de"},{"domain":"www.zendesk.es","defaultLocale":"es"},{"domain":"www.zendesk.fr","defaultLocale":"fr"},{"domain":"www.zendesk.co.uk","defaultLocale":"gb"},{"domain":"www.zendesk.hk","defaultLocale":"hk"},{"domain":"www.zendesk.co.jp","defaultLocale":"jp"},{"domain":"www.zendesk.kr","defaultLocale":"kr"},{"domain":"www.zendesk.com.mx","defaultLocale":"mx"},{"domain":"www.zendesk.nl","defaultLocale":"nl"},{"domain":"www.zendesk.tw","defaultLocale":"tw"},{"domain":"www.zendesk.com","defaultLocale":"us"}],"scriptLoader":[]}</script></body></html>