{"id":256166,"date":"2025-07-30T15:48:46","date_gmt":"2025-07-30T22:48:46","guid":{"rendered":"https:\/\/messengerbot.app\/mastering-customer-care-kpis-essential-metrics-examples-and-dashboards-for-optimal-satisfaction-and-success\/"},"modified":"2025-07-30T15:48:46","modified_gmt":"2025-07-30T22:48:46","slug":"%e9%a1%a7%e5%ae%a2%e3%82%b1%e3%82%a2kpi%e3%81%ae%e7%bf%92%e5%be%97%ef%bc%9a%e6%9c%80%e9%81%a9%e3%81%aa%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%81%a8%e6%88%90%e5%8a%9f%e3%81%ae%e3%81%9f%e3%82%81%e3%81%ae","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/ja\/mastering-customer-care-kpis-essential-metrics-examples-and-dashboards-for-optimal-satisfaction-and-success\/","title":{"rendered":"\u9867\u5ba2\u30b1\u30a2KPI\u306e\u7fd2\u5f97: \u6700\u9069\u306a\u6e80\u8db3\u5ea6\u3068\u6210\u529f\u306e\u305f\u3081\u306e\u91cd\u8981\u306a\u6307\u6a19\u3001\u4f8b\u3001\u304a\u3088\u3073\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/ja\/mastering-customer-care-kpis-essential-metrics-examples-and-dashboards-for-optimal-satisfaction-and-success\/\" data-essbisposttitle=\"Mastering Customer Care KPIs: Essential Metrics, Examples, and Dashboards for Optimal Satisfaction and Success\" data-essbishovercontainer=\"\"><div class=\"key-takeaways-box\">\n<h2>\u4e3b\u306a\u30dd\u30a4\u30f3\u30c8<\/h2>\n<ul>\n<li>\u7fd2\u5f97\u3059\u308b <strong>\u9867\u5ba2\u30b1\u30a2KPI<\/strong> \u306f\u5f37\u5316\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059 <strong>\u9867\u5ba2\u6e80\u8db3\u5ea6<\/strong> \u305d\u3057\u3066\u30d3\u30b8\u30cd\u30b9\u306e\u6210\u529f\u3092\u4fc3\u9032\u3057\u307e\u3059\u3002<\/li>\n<li>\u91cd\u8981\u306a\u6307\u6a19\u3068\u3057\u3066 <strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong> \u3084 <strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/strong> \u9867\u5ba2\u306e\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3068\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u306b\u95a2\u3059\u308b\u5b9f\u7528\u7684\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/li>\n<li>\u69cb\u9020\u5316\u3055\u308c\u305f\u5b9f\u65bd <strong>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306eKPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9<\/strong> \u306f\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8996\u899a\u5316\u3057\u3001\u6539\u5584\u306e\u4f59\u5730\u3092\u7279\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li>\u5b9a\u671f\u7684\u306b\u6e2c\u5b9a\u3059\u308b\u3053\u3068 <strong>: \u3053\u306eKPI\u306f\u3001\u6700\u521d\u306e\u3084\u308a\u53d6\u308a\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044FCR\u306f\u52b9\u679c\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u3092\u793a\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b3\u30f3\u30bf\u30af\u30c8\u30ab\u30a6\u30f3\u30b7\u30eb\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001FCR\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3067\u9867\u5ba2\u306e\u7dad\u6301\u7387\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong> \u3084 <strong>: AHT\u306f\u3001\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8ffd\u8de1\u3057\u3001\u901a\u8a71\u6642\u9593\u3084\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u3092\u542b\u307f\u307e\u3059\u3002AHT\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u306f\u3001\u904b\u7528\u52b9\u7387\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002\u56fd\u969b\u9867\u5ba2\u7ba1\u7406\u7814\u7a76\u6240\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305fAHT\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u751f\u7523\u6027\u306e\u4e21\u65b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong> \u306f\u9867\u5ba2\u306e\u7dad\u6301\u7387\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li>\u81ea\u52d5\u5316\u30c4\u30fc\u30eb\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3001\u4f8b\u3048\u3070 <strong>\u30e1\u30c3\u30bb\u30f3\u30b8\u30e3\u30fc\u30dc\u30c3\u30c8<\/strong>, \u306f\u5fdc\u7b54\u6642\u9593\u3068\u5168\u4f53\u7684\u306a\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u307e\u3059\u3002<\/li>\n<\/ul>\n<\/div>\n<p>\u4eca\u65e5\u306e\u6025\u901f\u306b\u5909\u5316\u3059\u308b\u30d3\u30b8\u30cd\u30b9\u74b0\u5883\u306b\u304a\u3044\u3066\u3001\u7fd2\u5f97\u3059\u308b\u3053\u3068\u306f <strong>\u9867\u5ba2\u30b1\u30a2KPI<\/strong> \u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u3001\u6210\u529f\u3092\u4fc3\u9032\u3057\u3088\u3046\u3068\u3059\u308b\u7d44\u7e54\u306b\u3068\u3063\u3066\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u52b9\u679c\u7684\u306a\u3082\u306e\u304c\u4f55\u3067\u3042\u308b\u304b\u3092\u7406\u89e3\u3059\u308b\u3053\u3068 <strong>\u9867\u5ba2KPI<\/strong> \u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3078\u306e\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u5909\u9769\u3057\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8ffd\u8de1\u3057\u3001\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u305f\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3046\u3053\u3068\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002\u3053\u306e\u8a18\u4e8b\u3067\u306f\u3001\u5353\u8d8a\u3057\u305f\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u3092\u5b9a\u7fa9\u3059\u308b\u4e3b\u8981\u306a\u6307\u6a19\u306b\u3064\u3044\u3066\u6398\u308a\u4e0b\u3052\u3001 <strong>KRA\u3068KPI<\/strong> \u9867\u5ba2\u30b1\u30a2\u306b\u304a\u3051\u308b\u3001\u305d\u3057\u3066\u9867\u5ba2\u306e\u6210\u529f\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u306a5\u3064\u306eKPI\u3092\u7279\u5b9a\u3057\u307e\u3059\u3002\u3055\u3089\u306b\u3001\u52b9\u679c\u7684\u306a <strong>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306eKPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9<\/strong> \u3092\u8a2d\u8a08\u3059\u308b\u65b9\u6cd5\u3092\u6848\u5185\u3057\u3001\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u7d44\u7e54\u306b\u5b9f\u88c5\u3059\u308b\u305f\u3081\u306e\u5b9f\u7528\u7684\u306a\u4f8b\u3084\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u3053\u306e\u8a18\u4e8b\u306e\u7d42\u308f\u308a\u307e\u3067\u306b\u306f\u3001 <strong>\u9867\u5ba2\u30b1\u30a2KPI<\/strong> \u9867\u5ba2\u306e\u671f\u5f85\u3092\u6e80\u305f\u3059\u3060\u3051\u3067\u306a\u304f\u3001\u8d85\u3048\u308b\u305f\u3081\u306b\u3069\u306e\u3088\u3046\u306b\u6d3b\u7528\u3059\u308b\u304b\u306b\u3064\u3044\u3066\u306e\u5305\u62ec\u7684\u306a\u7406\u89e3\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u7af6\u4e89\u306e\u6fc0\u3057\u3044\u74b0\u5883\u3067\u30d3\u30b8\u30cd\u30b9\u304c\u7e41\u6804\u3059\u308b\u3053\u3068\u3092\u4fdd\u8a3c\u3057\u307e\u3059\u3002<\/p>\n<h2>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308b\u826f\u3044KPI\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<h3>\u9867\u5ba2\u30b1\u30a2KPI\u306e\u91cd\u8981\u6027\u3092\u7406\u89e3\u3059\u308b<\/h3>\n<p>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u305f\u3081\u306e\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u306f\u3001\u4f01\u696d\u304c\u9867\u5ba2\u30b1\u30a2\u6226\u7565\u306e\u52b9\u679c\u3092\u8a55\u4fa1\u3059\u308b\u306e\u306b\u5f79\u7acb\u3064\u91cd\u8981\u306a\u6307\u6a19\u3067\u3059\u3002\u3053\u308c\u3089\u306eKPI\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3001\u904b\u55b6\u52b9\u7387\u3001\u5168\u4f53\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306b\u95a2\u3059\u308b\u8cb4\u91cd\u306a\u6d1e\u5bdf\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u52b9\u679c\u7684\u306a\u9867\u5ba2KPI\u306f\u3001\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u660e\u3089\u304b\u306b\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u3001\u5fe0\u8aa0\u5fc3\u3092\u80b2\u3080\u6226\u7565\u7684\u6c7a\u5b9a\u3092\u4fc3\u3057\u307e\u3059\u3002<\/p>\n<h3>\u52b9\u679c\u7684\u306a\u9867\u5ba2KPI\u306e\u4e3b\u306a\u7279\u5fb4<\/h3>\n<p>\u9867\u5ba2KPI\u3092\u8a2d\u5b9a\u3059\u308b\u969b\u306b\u306f\u3001\u5b9f\u884c\u53ef\u80fd\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3059\u308b\u6307\u6a19\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u52b9\u679c\u7684\u306a\u9867\u5ba2KPI\u306e\u3044\u304f\u3064\u304b\u306e\u91cd\u8981\u306a\u7279\u5fb4\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059:<\/p>\n<ul>\n<li><strong>\u95a2\u9023\u6027:<\/strong> KPI\u306f\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3068\u4e00\u81f4\u3057\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30c1\u30fc\u30e0\u306e\u5177\u4f53\u7684\u306a\u76ee\u6a19\u3092\u53cd\u6620\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u6e2c\u5b9a\u53ef\u80fd\u6027:<\/strong> \u5404KPI\u306f\u5b9a\u91cf\u5316\u53ef\u80fd\u3067\u3042\u308a\u3001\u6642\u9593\u306e\u7d4c\u904e\u306b\u4f34\u3046\u8ffd\u8de1\u3068\u5206\u6790\u304c\u5bb9\u6613\u3067\u3042\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u5b9f\u884c\u53ef\u80fd\u6027:<\/strong> \u52b9\u679c\u7684\u306aKPI\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u306e\u6539\u5584\u3092\u4fc3\u9032\u3059\u308b\u5b9f\u884c\u53ef\u80fd\u306a\u6d1e\u5bdf\u306b\u3064\u306a\u304c\u308b\u3079\u304d\u3067\u3059\u3002<\/li>\n<li><strong>\u30bf\u30a4\u30e0\u30ea\u30fc\u3055:<\/strong> KPI\u306f\u5b9a\u671f\u7684\u306b\u76e3\u8996\u3055\u308c\u3001\u30c7\u30fc\u30bf\u304c\u73fe\u5728\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3068\u30c8\u30ec\u30f3\u30c9\u3092\u53cd\u6620\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u6700\u3082\u5f71\u97ff\u529b\u306e\u3042\u308b\u9867\u5ba2KPI\u306e\u3044\u304f\u3064\u304b\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059:<\/p>\n<ul>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CSAT\uff09:<\/strong> \u3053\u306e\u6307\u6a19\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u8abf\u67fb\u3092\u901a\u3058\u3066\u6e2c\u5b9a\u3057\u3001\u901a\u5e38\u306f\u9867\u5ba2\u306b\u4f53\u9a13\u3092\u8a55\u4fa1\u3059\u308b\u3088\u3046\u6c42\u3081\u307e\u3059\u3002\u9ad8\u3044CSAT\u30b9\u30b3\u30a2\u306f\u3001\u52b9\u679c\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3092\u793a\u3057\u307e\u3059\u3002\u30a2\u30e1\u30ea\u30ab\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6570\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e1%\u306e\u5411\u4e0a\u306f\u3001\u53ce\u76ca\u306e3%\u306e\u5897\u52a0\u306b\u3064\u306a\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09:<\/strong> NPS\u306f\u3001\u9867\u5ba2\u304c\u3042\u306a\u305f\u306e\u30b5\u30fc\u30d3\u30b9\u3092\u4ed6\u306e\u4eba\u306b\u52e7\u3081\u308b\u53ef\u80fd\u6027\u3092\u5c0b\u306d\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044NPS\u306f\u5f37\u3044\u9867\u5ba2\u95a2\u4fc2\u3092\u793a\u3057\u3001\u30d3\u30b8\u30cd\u30b9\u306e\u6210\u9577\u3092\u4e88\u6e2c\u3067\u304d\u307e\u3059\u3002\u30d9\u30a4\u30f3\uff06\u30ab\u30f3\u30d1\u30cb\u30fc\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u9ad8\u3044NPS\u30b9\u30b3\u30a2\u3092\u6301\u3064\u4f01\u696d\u306f\u7af6\u5408\u4ed6\u793e\u306e2\u500d\u4ee5\u4e0a\u306e\u6210\u9577\u7387\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u521d\u56de\u30b3\u30f3\u30bf\u30af\u30c8\u89e3\u6c7a\u7387 (FCR):<\/strong> \u3053\u306eKPI\u306f\u3001\u6700\u521d\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u9ad8\u3044FCR\u306f\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u30b3\u30f3\u30bf\u30af\u30c8\u306e\u5fc5\u8981\u6027\u3092\u6e1b\u5c11\u3055\u305b\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u696d\u52d9\u52b9\u7387\u3092\u5411\u4e0a\u3055\u305b\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b3\u30f3\u30bf\u30af\u30c8\u30ab\u30a6\u30f3\u30b7\u30eb\u306b\u3088\u308b\u3068\u3001FCR\u306e\u6539\u5584\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e20%\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u5e73\u5747\u51e6\u7406\u6642\u9593 (AHT):<\/strong> AHT\u306f\u3001\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u3001\u901a\u8a71\u6642\u9593\u3084\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u3092\u542b\u307f\u307e\u3059\u3002\u52b9\u7387\u6027\u306f\u91cd\u8981\u3067\u3059\u304c\u3001\u8cea\u306e\u9ad8\u3044\u30b5\u30fc\u30d3\u30b9\u3092\u78ba\u4fdd\u3059\u308b\u305f\u3081\u306b\u306f\u3001AHT\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u6700\u9069\u306aAHT\u306f\u9867\u5ba2\u4f53\u9a13\u3092\u72a0\u7272\u306b\u3059\u308b\u3053\u3068\u306a\u304f\u3001\u5168\u4f53\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u5fdc\u7b54\u6642\u9593:<\/strong> \u3053\u306eKPI\u306f\u3001\u96fb\u8a71\u3001\u30e1\u30fc\u30eb\u3001\u307e\u305f\u306f\u30c1\u30e3\u30c3\u30c8\u3092\u901a\u3058\u3066\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5fdc\u7b54\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u6642\u9593\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u8fc5\u901f\u306a\u5fdc\u7b54\u6642\u9593\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u95a2\u9023\u3057\u3066\u3044\u307e\u3059\u3002HubSpot\u306e\u8abf\u67fb\u306b\u3088\u308b\u3068\u300190%\u306e\u9867\u5ba2\u304c\u8ca9\u58f2\u306b\u95a2\u3059\u308b\u8cea\u554f\u3092\u6301\u3063\u3066\u3044\u308b\u3068\u304d\u306b\u5373\u6642\u306e\u5fdc\u7b54\u3092\u671f\u5f85\u3057\u3066\u3044\u307e\u3059\u3002<\/li>\n<li><strong>\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u5229\u7528\u7387:<\/strong> \u3053\u306e\u6307\u6a19\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u9867\u5ba2\u3092\u7a4d\u6975\u7684\u306b\u652f\u63f4\u3057\u3066\u3044\u308b\u6642\u9593\u306e\u5272\u5408\u3068\u3001\u30a2\u30a4\u30c9\u30eb\u72b6\u614b\u306e\u6642\u9593\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305f\u5229\u7528\u7387\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u904e\u52b4\u306b\u3082\u306a\u3089\u305a\u3001\u904e\u5c0f\u5229\u7528\u306b\u3082\u306a\u3089\u306a\u3044\u3053\u3068\u3092\u4fdd\u8a3c\u3057\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3068\u5f93\u696d\u54e1\u306e\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u5bc4\u4e0e\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u5fdc\u7b54\u7387:<\/strong> \u3053\u306eKPI\u306f\u3001\u5fdc\u7b54\u3055\u308c\u305f\u8ca9\u58f2\u96fb\u8a71\u306e\u6570\u3068\u63d0\u4f9b\u3055\u308c\u305f\u96fb\u8a71\u306e\u7dcf\u6570\u306e\u6bd4\u7387\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044\u5fdc\u7b54\u7387\u306f\u3001\u52b9\u679c\u7684\u306a\u96fb\u8a71\u5bfe\u5fdc\u3092\u793a\u3057\u3001\u8ca9\u58f2\u6a5f\u4f1a\u306e\u5897\u52a0\u306b\u3064\u306a\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u56fd\u969b\u9867\u5ba2\u7ba1\u7406\u5354\u4f1a\u306b\u3088\u308b\u3068\u3001\u5fdc\u7b54\u7387\u309280%\u4ee5\u4e0a\u306b\u7dad\u6301\u3059\u308b\u3053\u3068\u304c\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306b\u3068\u3063\u3066\u7406\u60f3\u7684\u3067\u3059\u3002<\/li>\n<\/ul>\n<p>Messenger Bots\u306e\u3088\u3046\u306a\u30c4\u30fc\u30eb\u3092\u53d6\u308a\u5165\u308c\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5373\u6642\u306b\u5fdc\u7b54\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u3001\u5fdc\u7b54\u6642\u9593\u3068\u5168\u4f53\u7684\u306a\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002Gartner\u306e\u5831\u544a\u306b\u3088\u308b\u3068\u30012025\u5e74\u307e\u3067\u306b\u300175%\u306e\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u3084\u308a\u53d6\u308a\u304cAI\u306b\u3088\u3063\u3066\u884c\u308f\u308c\u308b\u3088\u3046\u306b\u306a\u308a\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u6226\u7565\u306b\u304a\u3051\u308b\u6280\u8853\u306e\u91cd\u8981\u6027\u304c\u9ad8\u307e\u3063\u3066\u3044\u307e\u3059\u3002\u3055\u3089\u306a\u308b\u8aad\u66f8\u3068\u6d1e\u5bdf\u306e\u305f\u3081\u306b\u3001\u6b21\u306e\u3088\u3046\u306a\u60c5\u5831\u6e90\u3092\u53c2\u7167\u3059\u308b\u3053\u3068\u3092\u691c\u8a0e\u3057\u3066\u304f\u3060\u3055\u3044\u3002 <a href=\"https:\/\/www.americanexpress.com\/en-us\/business\/trends-and-insights\/articles\/the-value-of-customer-service\/\" target=\"_blank\" rel=\"noopener\">\u30a2\u30e1\u30ea\u30ab\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6570<\/a>, <a href=\"https:\/\/www.bain.com\/\" target=\"_blank\" rel=\"noopener\">\u30d9\u30a4\u30f3\u30fb\u30a2\u30f3\u30c9\u30fb\u30ab\u30f3\u30d1\u30cb\u30fc<\/a>, \u304a\u3088\u3073 <a href=\"https:\/\/www.hubspot.com\/\" target=\"_blank\" rel=\"noopener\">HubSpot<\/a>.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/07\/customer-care-kpis-282855.avif\" alt=\"\" title=\"\"><\/img><\/p>\n<h2>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306eKRA\u3068KPI\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<h3>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308bKRA\u3068KPI\u306e\u5b9a\u7fa9<\/h3>\n<p>\u91cd\u8981\u6210\u679c\u9818\u57df\uff08KRA\uff09\u3068\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u306f\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u52b9\u679c\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306e\u91cd\u8981\u306a\u8981\u7d20\u3067\u3059\u3002\u305d\u308c\u3089\u306e\u9055\u3044\u3068\u9069\u7528\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u3067\u3001\u30d3\u30b8\u30cd\u30b9\u306e\u52b9\u7387\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<ul>\n<li><strong>\u91cd\u8981\u6210\u679c\u9818\u57df\uff08KRA\uff09<\/strong>: KRA\u306f\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u5f79\u5272\u306b\u304a\u3051\u308b\u91cd\u8981\u306a\u8cac\u4efb\u9818\u57df\u3092\u5b9a\u7fa9\u3057\u307e\u3059\u3002\u3053\u308c\u306f\u3001\u5f93\u696d\u54e1\u306b\u6c42\u3081\u3089\u308c\u308b\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3068\u6210\u679c\u3092\u660e\u78ba\u306b\u3057\u307e\u3059\u3002\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308b\u4e00\u822c\u7684\u306aKRA\u306b\u306f\u6b21\u306e\u3088\u3046\u306a\u3082\u306e\u304c\u3042\u308a\u307e\u3059:\n<ul>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6<\/strong>: \u9867\u5ba2\u304c\u30dd\u30b8\u30c6\u30a3\u30d6\u306a\u4f53\u9a13\u3092\u6301\u3064\u3053\u3068\u3092\u78ba\u4fdd\u3059\u308b\u3053\u3068\u3002<\/li>\n<li><strong>\u5fdc\u7b54\u6642\u9593<\/strong>: \u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u304c\u51e6\u7406\u3055\u308c\u308b\u901f\u5ea6\u3002<\/li>\n<li><strong>\u554f\u984c\u89e3\u6c7a<\/strong>: \u521d\u56de\u306e\u63a5\u89e6\u3067\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u52b9\u679c\u3002<\/li>\n<li><strong>\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea<\/strong>: \u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u306b\u304a\u3044\u3066\u9ad8\u3044\u57fa\u6e96\u3092\u7dad\u6301\u3059\u308b\u3053\u3068\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19 (KPI)<\/strong>: KPI\u306f\u3001KRA\u306e\u6210\u529f\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306e\u5177\u4f53\u7684\u3067\u5b9a\u91cf\u7684\u306a\u6307\u6a19\u3067\u3059\u3002\u3053\u308c\u3089\u306f\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306e\u6e2c\u5b9a\u53ef\u80fd\u306a\u76ee\u6a19\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308bKPI\u306e\u4f8b\u306b\u306f\u6b21\u306e\u3088\u3046\u306a\u3082\u306e\u304c\u3042\u308a\u307e\u3059:\n<ul>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong>: \u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u8abf\u67fb\u304b\u3089\u5f97\u3089\u308c\u308b\u6307\u6a19\u3002<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/strong>: \u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3068\u30b5\u30fc\u30d3\u30b9\u3092\u63a8\u85a6\u3059\u308b\u53ef\u80fd\u6027\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u5e73\u5747\u51e6\u7406\u6642\u9593 (AHT)<\/strong>: \u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3067\u3059\u3002<\/li>\n<li><strong>: \u3053\u306eKPI\u306f\u3001\u6700\u521d\u306e\u3084\u308a\u53d6\u308a\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044FCR\u306f\u52b9\u679c\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u3092\u793a\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b3\u30f3\u30bf\u30af\u30c8\u30ab\u30a6\u30f3\u30b7\u30eb\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001FCR\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3067\u9867\u5ba2\u306e\u7dad\u6301\u7387\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong>: \u6700\u521d\u306e\u3084\u308a\u53d6\u308a\u3067\u89e3\u6c7a\u3055\u308c\u305f\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3067\u3059\u3002<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>\u306e\u3088\u3046\u306a\u30c4\u30fc\u30eb\u3092\u53d6\u308a\u5165\u308c\u308b\u3053\u3068\u3067\u3001 <a href=\"https:\/\/messengerbot.app\/ja\/\">\u30e1\u30c3\u30bb\u30f3\u30b8\u30e3\u30fc\u30dc\u30c3\u30c8<\/a> \u306f\u3001\u5fdc\u7b54\u3092\u81ea\u52d5\u5316\u3057\u3001\u5373\u6642\u30b5\u30dd\u30fc\u30c8\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u3001\u5fdc\u7b54\u6642\u9593\u3084\u9867\u5ba2\u6e80\u8db3\u5ea6\u306a\u3069\u306eKPI\u3092\u6539\u5584\u3057\u307e\u3059\u3002 <a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">\u30ac\u30fc\u30c8\u30ca\u30fc<\/a>, AI\u99c6\u52d5\u306e\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u5c0e\u5165\u3057\u305f\u4f01\u696d\u306f\u3001\u52b9\u7387\u3092\u6700\u592730%\u6539\u5584\u3067\u304d\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059 (\u30ac\u30fc\u30c8\u30ca\u30fc, 2023)\u3002<\/p>\n<h3>\u9867\u5ba2\u30b1\u30a2KPI\u3068\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306e\u6574\u5408\u6027<\/h3>\n<p>\u9867\u5ba2\u30b1\u30a2KPI\u3092\u3088\u308a\u5e83\u7bc4\u306a\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3068\u6574\u5408\u3055\u305b\u308b\u3053\u3068\u306f\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u53d6\u308a\u7d44\u307f\u304c\u5168\u4f53\u7684\u306a\u4f01\u696d\u306e\u6210\u529f\u306b\u5bc4\u4e0e\u3059\u308b\u3053\u3068\u3092\u4fdd\u8a3c\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002\u3053\u306e\u6574\u5408\u6027\u306b\u3088\u308a\u3001\u7d44\u7e54\u306f\u6226\u7565\u7684\u76ee\u6a19\u306b\u6700\u3082\u91cd\u8981\u306a\u6307\u6a19\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u305f\u3068\u3048\u3070\u3001\u4f01\u696d\u304c\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3092\u9ad8\u3081\u308b\u3053\u3068\u3092\u76ee\u6307\u3059\u5834\u5408\u3001\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2 (NPS) \u3084\u9867\u5ba2\u751f\u6daf\u4fa1\u5024 (CLV) \u306a\u3069\u306eKPI\u3092\u512a\u5148\u3059\u3079\u304d\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u9867\u5ba2\u306e\u7dad\u6301\u3068\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308b\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u3001\u53ce\u76ca\u6210\u9577\u306b\u76f4\u63a5\u5f71\u97ff\u3092\u4e0e\u3048\u307e\u3059\u3002<\/p>\n<p>\u3055\u3089\u306b\u3001\u5909\u5316\u3059\u308b\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u5fdc\u3058\u3066KPI\u3092\u5b9a\u671f\u7684\u306b\u898b\u76f4\u3057\u3001\u8abf\u6574\u3059\u308b\u3053\u3068\u3067\u6574\u5408\u6027\u3092\u7dad\u6301\u3067\u304d\u307e\u3059\u3002\u5229\u7528\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 <a href=\"https:\/\/messengerbot.app\/ja\/free-trial-offer\/\">\u30e1\u30c3\u30bb\u30f3\u30b8\u30e3\u30fc\u30dc\u30c3\u30c8<\/a> \u3053\u306e\u30d7\u30ed\u30bb\u30b9\u3092\u4fc3\u9032\u3059\u308b\u305f\u3081\u306b\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u5206\u6790\u3068\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u63d0\u4f9b\u3057\u3001\u30c1\u30fc\u30e0\u304c\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3084\u597d\u307f\u306b\u8fc5\u901f\u306b\u9069\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002<\/p>\n<p>KRAs\u3092\u660e\u78ba\u306b\u5b9a\u7fa9\u3057\u3001\u95a2\u9023\u3059\u308bKPI\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u3001\u5168\u4f53\u7684\u306a\u9867\u5ba2\u4f53\u9a13\u3092\u5f37\u5316\u3059\u308b\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u3078\u306e\u69cb\u9020\u7684\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u4f5c\u6210\u3067\u304d\u307e\u3059\u3002\u52b9\u679c\u7684\u306a\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306b\u95a2\u3059\u308b\u3055\u3089\u306a\u308b\u6d1e\u5bdf\u306b\u3064\u3044\u3066\u306f\u3001\u79c1\u305f\u3061\u306e\u8a18\u4e8b\u3092\u3054\u89a7\u304f\u3060\u3055\u3044\u3002 <a href=\"https:\/\/messengerbot.app\/ja\/%e3%83%93%e3%82%b8%e3%83%8d%e3%82%b9%e3%82%84%e9%8a%80%e8%a1%8c%e3%81%ab%e3%81%8a%e3%81%91%e3%82%8b%e5%8a%b9%e6%9e%9c%e7%9a%84%e3%81%aa%e9%a1%a7%e5%ae%a2%e3%82%a8%e3%83%b3%e3%82%b2%e3%83%bc%e3%82%b8\/\">\u52b9\u679c\u7684\u306a\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8<\/a>.<\/p>\n<h2>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e4\u3064\u306e\u6307\u6a19\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<p>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3059\u308b\u969b\u306b\u306f\u3001\u52b9\u7387\u6027\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308b\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3059\u308b\u91cd\u8981\u306a\u6307\u6a19\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e4\u3064\u306e\u91cd\u8981\u306a\u6307\u6a19\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059:<\/p>\n<ol>\n<li><strong>: \u3053\u306eKPI\u306f\u3001\u6700\u521d\u306e\u3084\u308a\u53d6\u308a\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044FCR\u306f\u52b9\u679c\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u3092\u793a\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b3\u30f3\u30bf\u30af\u30c8\u30ab\u30a6\u30f3\u30b7\u30eb\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001FCR\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3067\u9867\u5ba2\u306e\u7dad\u6301\u7387\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u6700\u521d\u306e\u3084\u308a\u53d6\u308a\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044FCR\u306f\u52b9\u679c\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u3092\u793a\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u5bc4\u4e0e\u3057\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b3\u30f3\u30bf\u30af\u30c8\u30ab\u30a6\u30f3\u30b7\u30eb\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001FCR\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3067\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u304c\u9ad8\u307e\u308a\u3001\u904b\u7528\u30b3\u30b9\u30c8\u304c\u524a\u6e1b\u3055\u308c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u5e73\u5747\u5fdc\u7b54\u6642\u9593 (ART)<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u3059\u308b\u5e73\u5747\u5fdc\u7b54\u6642\u9593\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u8fc5\u901f\u306a\u5fdc\u7b54\u6642\u9593\u306f\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002HubSpot\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u300182%\u306e\u9867\u5ba2\u304c\u30d6\u30e9\u30f3\u30c9\u304b\u3089\u306e\u5373\u6642\u306e\u5fdc\u7b54\u3092\u671f\u5f85\u3057\u3066\u304a\u308a\u3001\u3053\u306e\u6307\u6a19\u306f\u7af6\u4e89\u529b\u306e\u3042\u308b\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u3092\u7dad\u6301\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002<\/li>\n<li><strong>\u6b21\u306e\u554f\u984c\u56de\u907f (NIA)<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u521d\u56de\u306e\u63a5\u89e6\u5f8c\u306b\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u30c1\u30fc\u30e0\u304c\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u306e\u554f\u984c\u3092\u9632\u3050\u80fd\u529b\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u9867\u5ba2\u306e\u554f\u984c\u306e\u6839\u672c\u539f\u56e0\u306b\u5bfe\u51e6\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u3001\u518d\u5ea6\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u91cf\u3092\u6e1b\u5c11\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002Zendesk\u306e\u5831\u544a\u306b\u3088\u308b\u3068\u3001\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306a\u30b5\u30fc\u30d3\u30b9\u306f\u9867\u5ba2\u306e\u96e2\u8131\u7387\u3092\u5927\u5e45\u306b\u4f4e\u4e0b\u3055\u305b\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>: AHT\u306f\u3001\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8ffd\u8de1\u3057\u3001\u901a\u8a71\u6642\u9593\u3084\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u3092\u542b\u307f\u307e\u3059\u3002AHT\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u306f\u3001\u904b\u7528\u52b9\u7387\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002\u56fd\u969b\u9867\u5ba2\u7ba1\u7406\u7814\u7a76\u6240\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305fAHT\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u751f\u7523\u6027\u306e\u4e21\u65b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u306f\u901a\u8a71\u6642\u9593\u3084\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u304c\u542b\u307e\u308c\u307e\u3059\u3002\u77ed\u3044AHT\u306f\u52b9\u7387\u3092\u793a\u3059\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u304c\u3001\u30b9\u30d4\u30fc\u30c9\u3068\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u56fd\u969b\u9867\u5ba2\u7ba1\u7406\u7814\u7a76\u6240\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3092\u7dad\u6301\u3057\u306a\u304c\u3089AHT\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u4f53\u9a13\u304c\u5411\u4e0a\u3059\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<\/ol>\n<p>Messenger Bots\u306e\u3088\u3046\u306a\u30c4\u30fc\u30eb\u3092\u53d6\u308a\u5165\u308c\u308b\u3053\u3068\u3067\u3001\u5373\u6642\u306e\u5fdc\u7b54\u3092\u63d0\u4f9b\u3057\u3001\u4e00\u822c\u7684\u306a\u554f\u3044\u5408\u308f\u305b\u3092\u51e6\u7406\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u5fdc\u7b54\u6642\u9593\u3068FCR\u306e\u4e21\u65b9\u304c\u6539\u5584\u3055\u308c\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u4e3b\u8981\u306a\u6307\u6a19\u3068\u3068\u3082\u306b\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u3088\u308a\u52b9\u7387\u7684\u3067\u9867\u5ba2\u4e2d\u5fc3\u306e\u30b5\u30fc\u30d3\u30b9\u30e2\u30c7\u30eb\u3092\u69cb\u7bc9\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u6307\u6a19\u306e\u6e2c\u5b9a\u3068\u5206\u6790\u65b9\u6cd5<\/h3>\n<p>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u6307\u6a19\u306e\u6e2c\u5b9a\u3068\u5206\u6790\u306f\u3001\u7d99\u7d9a\u7684\u306a\u6539\u5584\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u4ee5\u4e0b\u306f\u3001\u52b9\u679c\u7684\u306a\u6226\u7565\u3067\u3059\u3002<\/p>\n<ul>\n<li><strong>\u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u30c4\u30fc\u30eb\u3092\u6d3b\u7528\u3059\u308b<\/strong>: \u9867\u5ba2\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u53ce\u96c6\u3059\u308b\u30c4\u30fc\u30eb\u3092\u5c0e\u5165\u3059\u308b\u3053\u3068\u3067\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306b\u95a2\u3059\u308b\u6d1e\u5bdf\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u6b21\u306e\u3088\u3046\u306a\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306f\u3001 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a> \u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\u3092\u53ce\u96c6\u3057\u5206\u6790\u3059\u308b\u6a5f\u80fd\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u5206\u6790\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u3092\u6d3b\u7528\u3059\u308b<\/strong>: \u5206\u6790\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u3092\u4f7f\u7528\u3057\u3066\u4e3b\u8981\u306a\u6307\u6a19\u3092\u8ffd\u8de1\u3057\u3001\u53ef\u8996\u5316\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30c8\u30ec\u30f3\u30c9\u3084\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u7279\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001Messenger Bot\u306e\u5206\u6790\u3092\u7d71\u5408\u3059\u308b\u3053\u3068\u3067\u3001\u3053\u306e\u30d7\u30ed\u30bb\u30b9\u3092\u52b9\u7387\u5316\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u30ec\u30dd\u30fc\u30c8\u3092\u5b9a\u671f\u7684\u306b\u30ec\u30d3\u30e5\u30fc\u3059\u308b<\/strong>: \u5b9a\u671f\u7684\u306b\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u30ec\u30dd\u30fc\u30c8\u3092\u30ec\u30d3\u30e5\u30fc\u3057\u3001\u30c1\u30fc\u30e0\u304c\u8a2d\u5b9a\u3055\u308c\u305fKPI\u3092\u3069\u308c\u3060\u3051\u9054\u6210\u3057\u3066\u3044\u308b\u304b\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u3053\u306e\u5b9f\u8df5\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u6539\u5584\u306e\u305f\u3081\u306e\u30c7\u30fc\u30bf\u99c6\u52d5\u578b\u306e\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3046\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u696d\u754c\u6a19\u6e96\u306b\u5bfe\u3059\u308b\u30d9\u30f3\u30c1\u30de\u30fc\u30af<\/strong>: \u696d\u754c\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3068\u6bd4\u8f03\u3057\u3066\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u6587\u8108\u304c\u63d0\u4f9b\u3055\u308c\u3001\u6210\u9577\u306e\u305f\u3081\u306e\u9818\u57df\u304c\u5f37\u8abf\u3055\u308c\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u4f53\u7cfb\u7684\u306b\u6e2c\u5b9a\u3057\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u9867\u5ba2\u306e\u671f\u5f85\u306b\u5fdc\u3048\u3001\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3092\u7d99\u7d9a\u7684\u306b\u6539\u5584\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3067\u304d\u307e\u3059\u3002<\/p>\n<h2>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306eKPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3068\u306f\uff1f<\/h2>\n<p>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u305f\u3081\u306e\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306f\u3001\u7d44\u7e54\u304c\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u696d\u52d9\u306e\u52b9\u679c\u3068\u52b9\u7387\u3092\u8a55\u4fa1\u3059\u308b\u306e\u306b\u5f79\u7acb\u3064\u91cd\u8981\u306a\u6307\u6a19\u306e\u8996\u899a\u7684\u8868\u73fe\u3067\u3059\u3002\u52b9\u679c\u7684\u306aKPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u4f5c\u6210\u3059\u308b\u305f\u3081\u306e\u4e3b\u8981\u306a\u30b3\u30f3\u30dd\u30fc\u30cd\u30f3\u30c8\u3068\u30b9\u30c6\u30c3\u30d7\u306f\u4ee5\u4e0b\u306e\u901a\u308a\u3067\u3059\u3002<\/p>\n<ol>\n<li><strong>\u91cd\u8981\u306a\u6307\u6a19\u3092\u7279\u5b9a\u3059\u308b<\/strong>: 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BI\u306a\u3069\u306e\u30c7\u30fc\u30bf\u30d3\u30b8\u30e5\u30a2\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u30c4\u30fc\u30eb\u3092\u4f7f\u7528\u3057\u3066\u3001\u76f4\u611f\u7684\u306a\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u4f5c\u6210\u3057\u307e\u3059\u3002\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u304c\u30e6\u30fc\u30b6\u30fc\u30d5\u30ec\u30f3\u30c9\u30ea\u30fc\u3067\u3042\u308a\u3001\u6642\u9593\u306e\u7d4c\u904e\u306b\u4f34\u3046\u30c8\u30ec\u30f3\u30c9\u3092\u5f37\u8abf\u3057\u3001\u8fc5\u901f\u306a\u6d1e\u5bdf\u3092\u53ef\u80fd\u306b\u3059\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/li>\n<li><strong>\u5b9a\u671f\u66f4\u65b0<\/strong>: \u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u307e\u305f\u306f\u5b9a\u671f\u7684\u306b\u66f4\u65b0\u3057\u3066\u3001\u6700\u65b0\u306e\u30c7\u30fc\u30bf\u3092\u53cd\u6620\u3055\u305b\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u610f\u601d\u6c7a\u5b9a\u8005\u306f\u6700\u65b0\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u306b\u30a2\u30af\u30bb\u30b9\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u5206\u6790\u3068\u30a2\u30af\u30b7\u30e7\u30f3<\/strong>: \u5b9a\u671f\u7684\u306b\u30c7\u30fc\u30bf\u3092\u5206\u6790\u3057\u3066\u6539\u5584\u306e\u4f59\u5730\u3092\u7279\u5b9a\u3057\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u5e73\u5747\u5fdc\u7b54\u6642\u9593\u304cSLA\u3092\u8d85\u3048\u3066\u3044\u308b\u5834\u5408\u306f\u3001\u305d\u306e\u539f\u56e0\u3092\u8abf\u67fb\u3057\u3001\u52b9\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306e\u6226\u7565\u3092\u5b9f\u65bd\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30d9\u30f3\u30c1\u30de\u30fc\u30ad\u30f3\u30b0<\/strong>: \u696d\u754c\u6a19\u6e96\u306b\u5bfe\u3057\u3066KPI\u3092\u6bd4\u8f03\u3057\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u73fe\u5b9f\u7684\u306a\u76ee\u6a19\u3092\u8a2d\u5b9a\u3057\u3001\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9\u3092\u7279\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u30eb\u30fc\u30d7<\/strong>: \u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3084\u9867\u5ba2\u304b\u3089\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u53d6\u308a\u5165\u308c\u3066\u3001\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3068\u8ffd\u8de1\u3055\u308c\u3066\u3044\u308b\u6307\u6a19\u3092\u6d17\u7df4\u3055\u305b\u307e\u3059\u3002<\/li>\n<\/ol>\n<p>\u3053\u308c\u3089\u306e\u8981\u7d20\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8ffd\u8de1\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u904b\u55b6\u306b\u304a\u3051\u308b\u7d99\u7d9a\u7684\u306a\u6539\u5584\u3092\u4fc3\u9032\u3059\u308b\u5305\u62ec\u7684\u306aKPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u4f5c\u6210\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2KPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306e\u305f\u3081\u306e\u30c4\u30fc\u30eb\u3068\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2<\/h3>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u305f\u3081\u306bKPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u52b9\u679c\u7684\u306b\u5b9f\u88c5\u3059\u308b\u306b\u306f\u3001\u9069\u5207\u306a\u30c4\u30fc\u30eb\u3068\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u3092\u5229\u7528\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u4ee5\u4e0b\u306f\u4eba\u6c17\u306e\u30aa\u30d7\u30b7\u30e7\u30f3\u3067\u3059:<\/p>\n<ul>\n<li><strong>Salesforce<\/strong>: \u5f37\u529b\u306aCRM\u6a5f\u80fd\u3067\u77e5\u3089\u308c\u308bSalesforce\u306f\u3001\u4f01\u696d\u304c\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u3092\u52b9\u679c\u7684\u306b\u8ffd\u8de1\u3067\u304d\u308b\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u53ef\u80fd\u306a\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u63d0\u4f9b\u3057\u3066\u3044\u307e\u3059\u3002 <a href=\"https:\/\/www.salesforce.com\" target=\"_blank\" rel=\"noopener\">Salesforce\u3092\u8a2a\u554f<\/a>.<\/li>\n<li><strong>Zendesk<\/strong>: \u3053\u306e\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306f\u3001\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3084\u6e80\u8db3\u5ea6\u6307\u6a19\u3092\u76e3\u8996\u3059\u308b\u305f\u3081\u306e\u5305\u62ec\u7684\u306a\u5206\u6790\u30c4\u30fc\u30eb\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk\u3092\u63a2\u308b<\/a>.<\/li>\n<li><strong>Hootsuite<\/strong>: \u4e3b\u306b\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u7ba1\u7406\u30c4\u30fc\u30eb\u3067\u3042\u308bHootsuite\u306f\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u5168\u4f53\u3067\u306e\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u6307\u6a19\u3092\u8ffd\u8de1\u3059\u308b\u305f\u3081\u306e\u6a5f\u80fd\u3082\u63d0\u4f9b\u3057\u3066\u3044\u307e\u3059\u3002 <a href=\"https:\/\/www.hootsuite.com\" target=\"_blank\" rel=\"noopener\">Hootsuite\u3092\u30c1\u30a7\u30c3\u30af\u3059\u308b<\/a>.<\/li>\n<li><strong>Brain Pod AI<\/strong>: \u3053\u306e\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306f\u3001\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u95a2\u3059\u308b\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u904b\u55b6\u3092\u5411\u4e0a\u3055\u305b\u308bAI\u99c6\u52d5\u306e\u5206\u6790\u30c4\u30fc\u30eb\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002 <a href=\"https:\/\/brainpod.ai\" target=\"_blank\" rel=\"noopener\">Brain Pod AI\u306b\u3064\u3044\u3066\u8a73\u3057\u304f\u5b66\u3076<\/a>.<\/li>\n<\/ul>\n<p>\u9069\u5207\u306a\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u3092\u9078\u629e\u3059\u308b\u3053\u3068\u306f\u3001\u9867\u5ba2\u30b1\u30a2\u306eKPI\u3092\u52b9\u679c\u7684\u306b\u76e3\u8996\u30fb\u5206\u6790\u3059\u308b\u65b9\u6cd5\u306b\u5927\u304d\u306a\u5f71\u97ff\u3092\u4e0e\u3048\u3001\u6700\u7d42\u7684\u306b\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u696d\u52d9\u52b9\u7387\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/07\/customer-care-kpis-468670.png\" alt=\"\" title=\"\"><\/img><\/p>\n<h2>\u9867\u5ba2\u6210\u529f\u306e\u89b3\u70b9\u304b\u3089\u8ffd\u8de1\u3059\u308b\u3079\u304d\u30c8\u30c3\u30d75\u306eKPI\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<p>\u9069\u5207\u306a\u8ffd\u8de1 <strong>\u9867\u5ba2\u30b1\u30a2KPI<\/strong> \u9867\u5ba2\u306e\u6210\u529f\u3092\u7406\u89e3\u3057\u3001\u5168\u4f53\u7684\u306a\u30d3\u30b8\u30cd\u30b9\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u4ee5\u4e0b\u306f\u3001\u79c1\u304c\u6ce8\u76ee\u3059\u3079\u304d\u3068\u63a8\u5968\u3059\u308b\u30c8\u30c3\u30d75\u306eKPI\u3067\u3059:<\/p>\n<ol>\n<li><strong>\u9867\u5ba2\u96e2\u8131\u7387:<\/strong> \u3053\u306eKPI\u306f\u3001\u7279\u5b9a\u306e\u671f\u9593\u5185\u306b\u3042\u306a\u305f\u306e\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u5229\u7528\u3092\u505c\u6b62\u3057\u305f\u9867\u5ba2\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044\u96e2\u8131\u7387\u306f\u4e0d\u6e80\u3092\u793a\u3057\u3001\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3084\u30b5\u30dd\u30fc\u30c8\u306e\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u6d6e\u304d\u5f6b\u308a\u306b\u3057\u307e\u3059\u3002\u30cf\u30fc\u30d0\u30fc\u30c9\u30fb\u30d3\u30b8\u30cd\u30b9\u30fb\u30ec\u30d3\u30e5\u30fc\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u96e2\u8131\u7387\u3092\u308f\u305a\u304b5%\u524a\u6e1b\u3059\u308b\u3053\u3068\u3067\u3001\u5229\u76ca\u304c25%\u304b\u308995%\u5897\u52a0\u3059\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\u7387 (NRR):<\/strong> NRR\u306f\u3001\u65e2\u5b58\u306e\u9867\u5ba2\u304b\u3089\u4fdd\u6301\u3055\u308c\u308b\u5b9a\u671f\u53ce\u76ca\u306e\u5272\u5408\u3092\u53cd\u6620\u3057\u3001\u30a2\u30c3\u30d7\u30b0\u30ec\u30fc\u30c9\u3001\u30c0\u30a6\u30f3\u30b0\u30ec\u30fc\u30c9\u3001\u96e2\u8131\u3092\u542b\u307f\u307e\u3059\u3002\u9ad8\u3044NRR\u306f\u3001\u5f37\u3044\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3068\u6e80\u8db3\u5ea6\u3092\u793a\u3057\u307e\u3059\u3002SaaS Capital\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001NRR\u304c100%\u3092\u8d85\u3048\u308b\u4f01\u696d\u306f\u3001\u9577\u671f\u7684\u306b\u6210\u529f\u3059\u308b\u53ef\u80fd\u6027\u304c\u9ad8\u3044\u3067\u3059\u3002<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09:<\/strong> NPS\u306f\u3001\u9867\u5ba2\u304c\u4ed6\u306e\u4eba\u306b\u3042\u306a\u305f\u306e\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u63a8\u85a6\u3059\u308b\u53ef\u80fd\u6027\u3092\u5c0b\u306d\u308b\u3053\u3068\u3067\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002NPS\u304c\u9ad8\u3044\u307b\u3069\u3001\u9867\u5ba2\u306e\u7dad\u6301\u7387\u3068\u53ce\u76ca\u306e\u6210\u9577\u304c\u5897\u52a0\u3057\u307e\u3059\u3002\u30d9\u30a4\u30f3\u30fb\u30a2\u30f3\u30c9\u30fb\u30ab\u30f3\u30d1\u30cb\u30fc\u306b\u3088\u308b\u3068\u3001\u9ad8\u3044NPS\u30b9\u30b3\u30a2\u3092\u6301\u3064\u4f01\u696d\u306f\u7af6\u5408\u4ed6\u793e\u306e2\u500d\u4ee5\u4e0a\u306e\u6210\u9577\u7387\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u751f\u6daf\u4fa1\u5024 (CLV):<\/strong> CLV\u306f\u3001\u30d3\u30b8\u30cd\u30b9\u304c\u5358\u4e00\u306e\u9867\u5ba2\u30a2\u30ab\u30a6\u30f3\u30c8\u304b\u3089\u671f\u5f85\u3067\u304d\u308b\u7dcf\u53ce\u76ca\u3092\u63a8\u5b9a\u3057\u307e\u3059\u3002CLV\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u30ea\u30bd\u30fc\u30b9\u3092\u52b9\u679c\u7684\u306b\u914d\u5206\u3057\u3001\u9867\u5ba2\u6210\u529f\u6226\u7565\u3092\u6539\u5584\u3067\u304d\u307e\u3059\u3002HubSpot\u306e\u5831\u544a\u306b\u3088\u308b\u3068\u3001CLV\u3092\u308f\u305a\u304b10%\u5897\u52a0\u3055\u305b\u308b\u3053\u3068\u3067\u3001\u53ce\u76ca\u6027\u304c\u5927\u5e45\u306b\u5411\u4e0a\u3059\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2 (CSAT):<\/strong> CSAT\u306f\u3001\u7279\u5b9a\u306e\u6642\u70b9\u3067\u9867\u5ba2\u304c\u3042\u306a\u305f\u306e\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u3069\u308c\u3060\u3051\u6e80\u8db3\u3057\u3066\u3044\u308b\u304b\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u3053\u306eKPI\u306f\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306e\u9818\u57df\u3092\u7279\u5b9a\u3059\u308b\u306e\u306b\u91cd\u8981\u3067\u3059\u3002Zendesk\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u9867\u5ba2\u6e80\u8db3\u3092\u512a\u5148\u3059\u308b\u4f01\u696d\u306f\u53ce\u76ca\u304c20%\u5897\u52a0\u3057\u307e\u3059\u3002<\/li>\n<\/ol>\n<h3>\u9867\u5ba2KPI\u306e\u6210\u529f\u8ffd\u8de1\u306e\u305f\u3081\u306e\u5b9f\u88c5\u4f8b<\/h3>\n<p>\u3053\u308c\u3089\u3092\u52b9\u679c\u7684\u306b\u5b9f\u88c5\u3059\u308b\u305f\u3081\u306b\u306f <strong>\u9867\u5ba2KPI<\/strong>, \u6b21\u306e\u6226\u7565\u3092\u8003\u616e\u3057\u3066\u304f\u3060\u3055\u3044:<\/p>\n<ul>\n<li><strong>\u81ea\u52d5\u5316\u30c4\u30fc\u30eb\u3092\u6d3b\u7528\u3059\u308b:<\/strong> \u306e\u3088\u3046\u306a\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3084\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u306e\u53ce\u96c6\u3092\u52b9\u7387\u5316\u3057\u3001\u3053\u308c\u3089\u306eKPI\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u8ffd\u8de1\u3057\u3084\u3059\u304f\u3057\u307e\u3059\u3002 <a href=\"https:\/\/messengerbot.app\/ja\/#features\">\u30e1\u30c3\u30bb\u30f3\u30b8\u30e3\u30fc\u30dc\u30c3\u30c8<\/a> \u9867\u5ba2\u304b\u3089\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3084\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u306e\u53ce\u96c6\u3092\u52b9\u7387\u5316\u3057\u3001\u3053\u308c\u3089\u306eKPI\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u8ffd\u8de1\u3057\u3084\u3059\u304f\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u5b9a\u671f\u7684\u306b\u30ec\u30d3\u30e5\u30fc\u3068\u8abf\u6574\u3092\u884c\u3046:<\/strong> \u3053\u308c\u3089\u306eKPI\u3092\u5b9a\u671f\u7684\u306b\u30ec\u30d3\u30e5\u30fc\u3059\u308b\u30eb\u30fc\u30c1\u30f3\u3092\u78ba\u7acb\u3057\u3001\u30c8\u30ec\u30f3\u30c9\u3092\u7279\u5b9a\u3057\u3001\u9867\u5ba2\u6210\u529f\u6226\u7565\u306b\u5fc5\u8981\u306a\u8abf\u6574\u3092\u884c\u3044\u307e\u3059\u3002\u3053\u306e\u7a4d\u6975\u7684\u306a\u30a2\u30d7\u30ed\u30fc\u30c1\u306f\u3001\u9ad8\u3044\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u7dad\u6301\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u3068\u95a2\u308f\u308b:<\/strong> \u8abf\u67fb\u3084\u76f4\u63a5\u306e\u5bfe\u8a71\u3092\u901a\u3058\u3066\u9867\u5ba2\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u7a4d\u6975\u7684\u306b\u6c42\u3081\u3001\u5f7c\u3089\u306e\u4f53\u9a13\u3084\u671f\u5f85\u306b\u3064\u3044\u3066\u306e\u6d1e\u5bdf\u3092\u5f97\u307e\u3059\u3002\u3053\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306f\u3042\u306a\u305f\u306e <strong>\u9867\u5ba2\u30b1\u30a2KPI\u306e\u30b5\u30f3\u30d7\u30eb<\/strong> \u3068\u5168\u4f53\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u3092\u6539\u5584\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u7af6\u5408\u4ed6\u793e\u3068\u30d9\u30f3\u30c1\u30de\u30fc\u30af:<\/strong> \u696d\u754c\u6a19\u6e96\u3084\u7af6\u5408\u4ed6\u793e\u3068KPI\u3092\u6bd4\u8f03\u3057\u3001\u6539\u5584\u306e\u4f59\u5730\u3092\u7279\u5b9a\u3057\u307e\u3059\u3002 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a> \u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u306b\u95a2\u3059\u308b\u8cb4\u91cd\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ul>\n<h2>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306eKPI\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6KPI\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3068\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u3088\u3046\u3068\u3059\u308b\u4f01\u696d\u306b\u3068\u3063\u3066\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u4f01\u696d\u304c\u9867\u5ba2\u306e\u671f\u5f85\u306b\u3069\u308c\u3060\u3051\u5fdc\u3048\u3066\u3044\u308b\u304b\u3092\u793a\u3059\u8cb4\u91cd\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u3001\u6539\u5584\u306e\u4f59\u5730\u3092\u7279\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u7279\u5b9a\u306eKPI\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u52b9\u679c\u7684\u306b\u6e2c\u5b9a\u3057\u3001\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u3001\u6700\u7d42\u7684\u306b\u306f\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3068\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\u3092\u4fc3\u9032\u3057\u307e\u3059\u3002<\/p>\n<h3>\u9867\u5ba2\u6e80\u8db3\u5ea6KPI\u306e\u7406\u89e3<\/h3>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u305f\u3081\u306e\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u306b\u306f\u3001\u9867\u5ba2\u304c\u30d6\u30e9\u30f3\u30c9\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u3069\u306e\u3088\u3046\u306b\u8a8d\u8b58\u3057\u3066\u3044\u308b\u304b\u3092\u6e2c\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3064\u3044\u304f\u3064\u304b\u306e\u91cd\u8981\u306a\u6307\u6a19\u304c\u542b\u307e\u308c\u3066\u3044\u307e\u3059\u3002\u4ee5\u4e0b\u306f\u3001\u6700\u3082\u91cd\u8981\u306a\u9867\u5ba2\u6e80\u8db3\u5ea6\u306eKPI\u306e\u3044\u304f\u3064\u304b\u3067\u3059:<\/p>\n<ol>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2 (CSAT):<\/strong> CSAT\u306f\u3001\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3059\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u76f4\u63a5\u6e2c\u5b9a\u3059\u308b\u91cd\u8981\u306aKPI\u3067\u3059\u3002\u901a\u5e38\u3001\u9867\u5ba2\u304c\u6e80\u8db3\u5ea6\u3092\u30b9\u30b1\u30fc\u30eb\uff08\u4f8b\uff1a1\u304b\u30895\uff09\u3067\u8a55\u4fa1\u3059\u308b\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u901a\u3058\u3066\u8a55\u4fa1\u3055\u308c\u307e\u3059\u3002CSAT\u30b9\u30b3\u30a2\u304c\u9ad8\u3044\u307b\u3069\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3068\u9867\u5ba2\u4f53\u9a13\u304c\u826f\u597d\u3067\u3042\u308b\u3053\u3068\u3092\u793a\u3057\u307e\u3059\u3002\u30a2\u30e1\u30ea\u30ab\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6570\uff08ACSI\uff09\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001CSAT\u30b9\u30b3\u30a2\u304c\u9ad8\u3044\u4f01\u696d\u306f\u3001\u9867\u5ba2\u7dad\u6301\u7387\u304c\u9ad8\u3044\u50be\u5411\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09:<\/strong> NPS\u306f\u3001\u9867\u5ba2\u304c\u4ed6\u306e\u4eba\u306b\u4f1a\u793e\u3092\u63a8\u85a6\u3059\u308b\u53ef\u80fd\u6027\u3092\u5c0b\u306d\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u3053\u306e\u6307\u6a19\u306f\u3001\u9867\u5ba2\u306e\u611f\u60c5\u3084\u6210\u9577\u306e\u53ef\u80fd\u6027\u306b\u3064\u3044\u3066\u306e\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u30d9\u30a4\u30f3\uff06\u30ab\u30f3\u30d1\u30cb\u30fc\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u9ad8\u3044NPS\u30b9\u30b3\u30a2\u3092\u6301\u3064\u4f01\u696d\u306f\u3001\u53ce\u76ca\u6210\u9577\u306e\u9762\u3067\u7af6\u5408\u4ed6\u793e\u3092\u3057\u3070\u3057\u3070\u4e0a\u56de\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2\uff08CES\uff09\uff1a<\/strong> CES\u306f\u3001\u9867\u5ba2\u304c\u4f1a\u793e\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u3069\u308c\u3060\u3051\u5bb9\u6613\u306b\u884c\u3048\u308b\u304b\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9867\u5ba2\u304c\u554f\u984c\u3092\u89e3\u6c7a\u3057\u305f\u308a\u30b5\u30fc\u30d3\u30b9\u3092\u53d7\u3051\u305f\u308a\u3059\u308b\u305f\u3081\u306b\u3069\u308c\u3060\u3051\u306e\u52aa\u529b\u3092\u5fc5\u8981\u3068\u3059\u308b\u304b\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002CES\u304c\u4f4e\u3044\u307b\u3069\u3001\u9867\u5ba2\u4f53\u9a13\u304c\u30b9\u30e0\u30fc\u30ba\u3067\u3042\u308a\u3001\u6e80\u8db3\u5ea6\u304c\u9ad8\u3044\u3053\u3068\u306b\u95a2\u9023\u3057\u3066\u3044\u307e\u3059\u3002\u30cf\u30fc\u30d0\u30fc\u30c9\u30d3\u30b8\u30cd\u30b9\u30ec\u30d3\u30e5\u30fc\u306b\u63b2\u8f09\u3055\u308c\u305f\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u9867\u5ba2\u306e\u52aa\u529b\u3092\u6e1b\u3089\u3059\u3053\u3068\u3067\u5fe0\u8aa0\u5fc3\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09\uff1a<\/strong> FRT\u306f\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u304c\u554f\u3044\u5408\u308f\u305b\u306b\u5fdc\u7b54\u3059\u308b\u307e\u3067\u306e\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002FRT\u304c\u77ed\u3044\u307b\u3069\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u304c\u9ad8\u304f\u306a\u308b\u50be\u5411\u304c\u3042\u308a\u3001\u3053\u308c\u306f\u4f01\u696d\u306e\u8fc5\u901f\u306a\u30b5\u30fc\u30d3\u30b9\u3078\u306e\u30b3\u30df\u30c3\u30c8\u30e1\u30f3\u30c8\u3092\u53cd\u6620\u3057\u3066\u3044\u307e\u3059\u3002Zendesk\u306e\u8abf\u67fb\u306b\u3088\u308b\u3068\u3001\u9867\u5ba2\u306f\u8fc5\u901f\u306a\u5fdc\u7b54\u3092\u91cd\u8996\u3057\u3066\u304a\u308a\u3001\u3053\u308c\u304cCSAT\u30b9\u30b3\u30a2\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u5e73\u5747\u89e3\u6c7a\u6642\u9593\uff08ART\uff09\uff1a<\/strong> ART\u306f\u3001\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u52b9\u7387\u7684\u306a\u89e3\u6c7a\u30d7\u30ed\u30bb\u30b9\u306f\u3001\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u5bc4\u4e0e\u3057\u307e\u3059\u3002Freshdesk\u306e\u5831\u544a\u66f8\u3067\u306f\u3001\u8fc5\u901f\u306a\u89e3\u6c7a\u6642\u9593\u304c\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3068\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u95a2\u9023\u3057\u3066\u3044\u308b\u3053\u3068\u304c\u5f37\u8abf\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/li>\n<\/ol>\n<p>Messenger Bots\u306e\u3088\u3046\u306a\u30c4\u30fc\u30eb\u3092\u53d6\u308a\u5165\u308c\u308b\u3053\u3068\u3067\u3001\u5373\u6642\u306e\u5fdc\u7b54\u3068\u30b5\u30dd\u30fc\u30c8\u3092\u63d0\u4f9b\u3057\u3001FRT\u3084ART\u306a\u3069\u306e\u6307\u6a19\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3067\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u521d\u671f\u306e\u9867\u5ba2\u3068\u306e\u3084\u308a\u53d6\u308a\u3092\u81ea\u52d5\u5316\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u9867\u5ba2\u304c\u30bf\u30a4\u30e0\u30ea\u30fc\u306a\u652f\u63f4\u3092\u53d7\u3051\u3089\u308c\u308b\u3088\u3046\u306b\u3057\u3001\u5168\u4f53\u7684\u306a\u6e80\u8db3\u5ea6\u306b\u826f\u3044\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306e\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9<\/h3>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u52b9\u679c\u7684\u306b\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306b\u3001\u4f01\u696d\u306f\u4ee5\u4e0b\u306e\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9\u3092\u5b9f\u65bd\u3059\u308b\u3079\u304d\u3067\u3059\uff1a<\/p>\n<ul>\n<li><strong>\u5b9a\u671f\u7684\u306a\u8abf\u67fb\uff1a<\/strong> \u9867\u5ba2\u4f53\u9a13\u306b\u95a2\u3059\u308b\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u53ce\u96c6\u3059\u308b\u305f\u3081\u306b\u3001\u5b9a\u671f\u7684\u306a\u8abf\u67fb\u3092\u5b9f\u65bd\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u306f\u3001\u6642\u9593\u306e\u7d4c\u904e\u306b\u4f34\u3046\u6e80\u8db3\u5ea6\u3092\u8ffd\u8de1\u3059\u308b\u305f\u3081\u306eCSAT\u304a\u3088\u3073NPS\u8abf\u67fb\u304c\u542b\u307e\u308c\u308b\u5834\u5408\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u5206\u6790\u3059\u308b:<\/strong> \u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u5206\u6790\u30c4\u30fc\u30eb\u3092\u6d3b\u7528\u3057\u3066\u3001\u30c8\u30ec\u30f3\u30c9\u3084\u6539\u5584\u70b9\u3092\u7279\u5b9a\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30b5\u30fc\u30d3\u30b9\u6226\u7565\u3092\u6d17\u7df4\u3055\u305b\u3001\u9867\u5ba2\u3068\u306e\u3084\u308a\u53d6\u308a\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u30d9\u30f3\u30c1\u30de\u30fc\u30ad\u30f3\u30b0:<\/strong> \u9867\u5ba2\u6e80\u8db3\u5ea6\u306eKPI\u3092\u696d\u754c\u6a19\u6e96\u3084\u7af6\u5408\u3068\u6bd4\u8f03\u3057\u3066\u304f\u3060\u3055\u3044\u3002\u3053\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30ad\u30f3\u30b0\u306f\u3001\u30d3\u30b8\u30cd\u30b9\u306e\u73fe\u72b6\u3092\u628a\u63e1\u3057\u3001\u6210\u9577\u306e\u305f\u3081\u306e\u9818\u57df\u3092\u660e\u3089\u304b\u306b\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u5b9f\u7528\u7684\u306a\u6d1e\u5bdf:<\/strong> \u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u6307\u6a19\u304b\u3089\u53ce\u96c6\u3057\u305f\u30c7\u30fc\u30bf\u3092\u4f7f\u7528\u3057\u3066\u3001\u60c5\u5831\u306b\u57fa\u3065\u3044\u305f\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3044\u307e\u3059\u3002\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306b\u57fa\u3065\u3044\u3066\u5909\u66f4\u3092\u5b9f\u65bd\u3057\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3068\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u307e\u3057\u3087\u3046\u3002<\/li>\n<\/ul>\n<p>\u3055\u3089\u306a\u308b\u60c5\u5831\u3092\u5f97\u308b\u305f\u3081\u306b\u3001\u6b21\u306e\u30ea\u30bd\u30fc\u30b9\u3092\u691c\u8a0e\u3057\u3066\u304f\u3060\u3055\u3044\u3002 <a href=\"https:\/\/www.salesforce.com\" target=\"_blank\" rel=\"noopener\">Salesforce\u306e\u30db\u30fc\u30e0\u30da\u30fc\u30b8\u3092\u3054\u89a7\u304f\u3060\u3055\u3044<\/a> \u3084 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk\u306e\u30db\u30fc\u30e0\u30da\u30fc\u30b8<\/a>, \u3053\u308c\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u6307\u6a19\u3068\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9\u306e\u8a73\u7d30\u306a\u5206\u6790\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/p>\n<h2>\u9867\u5ba2\u30b1\u30a2KPI\u306e\u30b5\u30f3\u30d7\u30eb\u3068\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/h2>\n<p>\u52b9\u679c\u7684\u306a\u9867\u5ba2\u30b1\u30a2KPI\u3092\u7406\u89e3\u3057\u5b9f\u65bd\u3059\u308b\u3053\u3068\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u3001\u696d\u52d9\u3092\u52b9\u7387\u5316\u3059\u308b\u3053\u3068\u3092\u76ee\u6307\u3059\u3059\u3079\u3066\u306e\u30d3\u30b8\u30cd\u30b9\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002\u9867\u5ba2\u30b1\u30a2KPI\u306e\u69cb\u9020\u5316\u3055\u308c\u305f\u30b5\u30f3\u30d7\u30eb\u306f\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3057\u3001\u6539\u5584\u306e\u305f\u3081\u306e\u9818\u57df\u3092\u7279\u5b9a\u3059\u308b\u305f\u3081\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3068\u3057\u3066\u6a5f\u80fd\u3057\u307e\u3059\u3002\u3053\u3053\u3067\u306f\u3001\u9867\u5ba2\u30b1\u30a2KPI\u306e\u30b5\u30f3\u30d7\u30eb\u3092\u30d9\u30f3\u30c1\u30de\u30fc\u30ad\u30f3\u30b0\u306b\u6d3b\u7528\u3059\u308b\u65b9\u6cd5\u3068\u3001\u30c1\u30fc\u30e0\u306e\u305f\u3081\u306e\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3055\u308c\u305f\u9867\u5ba2\u30b1\u30a2KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u4f5c\u6210\u3059\u308b\u65b9\u6cd5\u3092\u63a2\u308a\u307e\u3059\u3002<\/p>\n<h3>\u30d9\u30f3\u30c1\u30de\u30fc\u30ad\u30f3\u30b0\u306e\u305f\u3081\u306e\u9867\u5ba2\u30b1\u30a2KPI\u30b5\u30f3\u30d7\u30eb\u306e\u6d3b\u7528<\/h3>\n<p>\u9867\u5ba2\u30b1\u30a2KPI\u306e\u30b5\u30f3\u30d7\u30eb\u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u30d3\u30b8\u30cd\u30b9\u306f\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306e\u57fa\u6e96\u3092\u78ba\u7acb\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u30b5\u30f3\u30d7\u30eb\u306b\u542b\u307e\u308c\u308b\u4e3b\u8981\u306a\u6307\u6a19\u306f\u901a\u5e38\u6b21\u306e\u901a\u308a\u3067\u3059\u3002<\/p>\n<ul>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09\uff1a<\/strong> \u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u3059\u308b\u5e73\u5747\u5fdc\u7b54\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002FRT\u304c\u4f4e\u3044\u307b\u3069\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u52b9\u7387\u304c\u826f\u3044\u3053\u3068\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2 (CSAT):<\/strong> \u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u76f4\u63a5\u7684\u306a\u6307\u6a19\u3067\u3042\u308a\u3001\u901a\u5e38\u306f\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u5f8c\u306e\u8abf\u67fb\u3092\u901a\u3058\u3066\u53ce\u96c6\u3055\u308c\u307e\u3059\u3002<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09:<\/strong> \u9867\u5ba2\u304c\u4ed6\u306e\u4eba\u306b\u3042\u306a\u305f\u306e\u30b5\u30fc\u30d3\u30b9\u3092\u52e7\u3081\u308b\u53ef\u80fd\u6027\u3092\u5c0b\u306d\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u89e3\u6c7a\u7387:<\/strong> \u6700\u521d\u306e\u63a5\u89e6\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u984c\u306e\u5272\u5408\u3067\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u52b9\u679c\u3092\u53cd\u6620\u3057\u3066\u3044\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u306b\u5bfe\u3059\u308b\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u6bd4\u8f03\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u6226\u7565\u306e\u5f37\u307f\u3068\u5f31\u307f\u3092\u7279\u5b9a\u3067\u304d\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001FRT\u304c\u696d\u754c\u5e73\u5747\u3088\u308a\u3082\u5927\u5e45\u306b\u9ad8\u3044\u5834\u5408\u3001\u30d7\u30ed\u30bb\u30b9\u306e\u6539\u5584\u3084\u30c1\u30fc\u30e0\u306e\u8ffd\u52a0\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u304c\u5fc5\u8981\u3067\u3042\u308b\u3053\u3068\u3092\u793a\u3057\u3066\u3044\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<h3>\u30c1\u30fc\u30e0\u306e\u305f\u3081\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u306e\u4f5c\u6210<\/h3>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u4f5c\u6210\u3059\u308b\u306b\u306f\u3001\u6b21\u306e\u624b\u9806\u306b\u5f93\u3044\u307e\u3059:<\/p>\n<ol>\n<li><strong>\u4e3b\u8981\u6307\u6a19\u306e\u7279\u5b9a:<\/strong> \u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u6700\u3082\u95a2\u9023\u6027\u306e\u9ad8\u3044KPI\u3092\u9078\u629e\u3057\u307e\u3059\u3002\u4e00\u822c\u7684\u306a\u9078\u629e\u80a2\u306b\u306f\u3001CSAT\u3001FRT\u3001NPS\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b:<\/strong> \u696d\u754c\u6a19\u6e96\u3068\u904e\u53bb\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306b\u57fa\u3065\u3044\u3066\u3001\u5404KPI\u306e\u73fe\u5b9f\u7684\u306a\u76ee\u6a19\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u8a2d\u8a08\u3059\u308b:<\/strong> \u30b9\u30d7\u30ec\u30c3\u30c9\u30b7\u30fc\u30c8\u3084\u5c02\u9580\u306e\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u3092\u4f7f\u7528\u3057\u3066\u3001KPI\u306e\u8996\u899a\u7684\u8868\u73fe\u3092\u4f5c\u6210\u3057\u307e\u3059\u3002\u30c1\u30fc\u30e0\u3068\u7c21\u5358\u306b\u66f4\u65b0\u3057\u5171\u6709\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/li>\n<li><strong>\u30ec\u30d3\u30e5\u30fc\u3068\u8abf\u6574:<\/strong> KPI\u3092\u5b9a\u671f\u7684\u306b\u898b\u76f4\u3057\u3001\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3084\u5e02\u5834\u6761\u4ef6\u306e\u5909\u5316\u3092\u53cd\u6620\u3059\u308b\u305f\u3081\u306b\u5fc5\u8981\u306b\u5fdc\u3058\u3066\u76ee\u6a19\u3092\u8abf\u6574\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/li>\n<\/ol>\n<p>\u69cb\u9020\u5316\u3055\u308c\u305f\u9867\u5ba2\u30b1\u30a2KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u5c0e\u5165\u3059\u308b\u3053\u3068\u3067\u3001\u30c1\u30fc\u30e0\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u696d\u52d9\u52b9\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u91cd\u8981\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u306b\u96c6\u4e2d\u3067\u304d\u307e\u3059\u3002\u3053\u306e\u7a4d\u6975\u7684\u306a\u30a2\u30d7\u30ed\u30fc\u30c1\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3092\u5411\u4e0a\u3055\u305b\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u7d44\u7e54\u5185\u306b\u7d99\u7d9a\u7684\u6539\u5584\u306e\u6587\u5316\u3092\u80b2\u3080\u3053\u3068\u306b\u3082\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>","protected":false},"excerpt":{"rendered":"<input type=\"hidden\" value=\"\" data-essbisPostContainer=\"\" data-essbisPostUrl=\"https:\/\/messengerbot.app\/ja\/mastering-customer-care-kpis-essential-metrics-examples-and-dashboards-for-optimal-satisfaction-and-success\/\" data-essbisPostTitle=\"Mastering Customer Care KPIs: Essential Metrics, Examples, and Dashboards for Optimal Satisfaction and Success\" data-essbisHoverContainer=\"\"><p>Key Takeaways Mastering customer care KPIs is crucial for enhancing customer satisfaction and driving business success. Key metrics like Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) provide actionable insights into customer loyalty and service quality. Implementing a structured KPI dashboard for customer service helps visualize performance and identify areas for improvement. Regularly measuring First Contact Resolution Rate (FCR) and Average Handle Time (AHT) can significantly boost customer retention. Leveraging automation tools, such as Messenger Bots, enhances response times and overall customer experience. In today&#8217;s fast-paced business environment, mastering customer care KPIs is essential for any organization aiming to enhance customer satisfaction and drive success. Understanding what constitutes effective [&hellip;]<\/p>\n","protected":false},"author":14928,"featured_media":256165,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":"","rank_math_title":"","rank_math_description":"","rank_math_focus_keyword":"","rank_math_canonical_url":"","rank_math_robots":"","rank_math_facebook_title":"","rank_math_facebook_description":"","rank_math_twitter_title":"","rank_math_twitter_description":""},"categories":[31],"tags":[],"class_list":["post-256166","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"_links":{"self":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/posts\/256166","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/users\/14928"}],"replies":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/comments?post=256166"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/posts\/256166\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/media\/256165"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/media?parent=256166"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/categories?post=256166"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/tags?post=256166"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}