Hold up.And oftentimes, you know, we don't worry much about this in customer se, criticism and contempt.
稍等一下,通常我們不會太擔心,批評和輕視
Right? Defensiveness, you see this all the time,all the times in companies, especially as they get older.
對吧,防御這種事也時常發(fā)生在所有的公司里都這樣,尤其是較成熟的公司
But stonewalling, this is something I see happen with start-ups all the time.
但是,閉關鎖國我發(fā)現創(chuàng)業(yè)公司都有這個問題
You get a bunch of customer support sort of coming in and you just think I don't need to answer it.
有很多客戶打來電話反映問題你覺得沒有必要去接聽
I don't need to respond.
我不想去回應
Right? And that act of just not even getting back to them is one of the worst things you can do.
對吧,這種無反應的行動無疑對公司是致命的一擊
And it's probably some of the biggest causes of churn in the early stages of start-ups.
在早期的創(chuàng)業(yè)公司中這種行為會給公司帶來很大的損失
This is how support worked out with Wufoo.
這是Wufoo的客服機制
When we were acquired we had about 500,000 users on the system,5 million people used Wufoo forms and reports,
Wufoo被收購的時候,已經有50萬用戶了有500萬人使用過Wufoo的表格和報表
whether they knew it or not,and all those people got support from the same ten people,
不管他們知不知道他們的客服就是我們這十個人
and usually it was only one person dedicated support a day,or any shift.
我們通常每個人當一天的客服進行輪班
Results in about 400 issues a week. That's about 800 emails.
每個周會收到400條反饋,800封電子郵件
But a response time from 9 a.m. to 9 p.m. was between seven to 12 minutes.
我們從上午9點一直回復到晚上9點每封郵件的回復時間大概是7-12分鐘
Right? And from 9 p.m. to midnight it was an hour.
晚上9點到半夜這段,回復時間是1個小時
And on the weekend it would be no longer than 24 hours.
周末,回復時間也不會超過24個小時
And we carried this up all the way up to the scale.
現在我們也一直堅持這種做法
What a lot of people forget about, and often talk about with Airbnb, is how, like
大家都知道Airbnb都知道Airbnb
oh, they did this interesting thing where they had,
去開拓紐約市場的趣事
went up to New York and offered, like, professional photographers,
提供專業(yè)的攝影師
and the founders would go out there and actually take pictures of the people's apartments to help them sell more.
讓他們給要賣的房子拍照片照片拍得好看了,房子銷量就會高
Focusing on the stories around conversion.
專注于轉化率的增長
What most people don't realize is a lot of times when I saw Joe in the early days of Airbnb,
但是大家忽略了一點我發(fā)現Joe在創(chuàng)立Airbnb的早期
he had a phone, sort of head set stuck to his head all the time,because he was doing phone support nonstop.
耳朵上總是戴著耳機,方便他接電話因為他在不斷地接聽客服電話