{"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":"%e6%8e%8c%e6%8f%a1%e5%ae%a2%e6%88%b6%e6%9c%8d%e5%8b%99-kpi-%e7%9a%84%e5%9f%ba%e6%9c%ac%e6%8c%87%e6%a8%99%e7%af%84%e4%be%8b%e5%92%8c%e5%84%80%e8%a1%a8%e6%9d%bf%ef%bc%8c%e4%bb%a5%e5%af%a6%e7%8f%be","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/zh_hk\/mastering-customer-care-kpis-essential-metrics-examples-and-dashboards-for-optimal-satisfaction-and-success\/","title":{"rendered":"\u638c\u63e1\u5ba2\u6236\u95dc\u61f7 KPI\uff1a\u63d0\u5347\u6eff\u610f\u5ea6\u548c\u6210\u529f\u7684\u57fa\u672c\u6307\u6a19\u3001\u7bc4\u4f8b\u548c\u5100\u8868\u677f"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/zh_hk\/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\u8981\u8981\u9ede<\/h2>\n<ul>\n<li>\u638c\u63e1 <strong>\u5ba2\u6236\u95dc\u61f7 KPI<\/strong> \u5c0d\u65bc\u63d0\u5347 <strong>\u5ba2\u6236\u6eff\u610f\u5ea6<\/strong> \u548c\u63a8\u52d5\u5546\u696d\u6210\u529f\u81f3\u95dc\u91cd\u8981\u3002<\/li>\n<li>\u95dc\u9375\u6307\u6a19\u5982 <strong>\u5ba2\u6236\u6eff\u610f\u5ea6\u5f97\u5206 (CSAT)<\/strong> \u4e26 <strong>\u6de8\u63a8\u85a6\u503c (NPS)<\/strong> \u63d0\u4f9b\u6709\u95dc\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u548c\u670d\u52d9\u8cea\u91cf\u7684\u53ef\u884c\u898b\u89e3\u3002<\/li>\n<li>\u5be6\u65bd\u7d50\u69cb\u5316\u7684 <strong>\u5ba2\u6236\u670d\u52d9 KPI \u5100\u8868\u677f<\/strong> \u6709\u52a9\u65bc\u53ef\u8996\u5316\u7e3e\u6548\u4e26\u8b58\u5225\u6539\u9032\u9818\u57df\u3002<\/li>\n<li>\u5b9a\u671f\u6e2c\u91cf <strong>\u9996\u6b21\u806f\u7d61\u89e3\u6c7a\u7387 (FCR)<\/strong> \u4e26 <strong>\u5e73\u5747\u8655\u7406\u6642\u9593 (AHT)<\/strong> \u53ef\u4ee5\u986f\u8457\u63d0\u9ad8\u5ba2\u6236\u4fdd\u7559\u7387\u3002<\/li>\n<li>\u5229\u7528\u81ea\u52d5\u5316\u5de5\u5177\uff0c\u4f8b\u5982 <strong>Messenger \u6a5f\u5668\u4eba<\/strong>, \u63d0\u5347\u56de\u61c9\u6642\u9593\u548c\u6574\u9ad4\u5ba2\u6236\u9ad4\u9a57\u3002<\/li>\n<\/ul>\n<\/div>\n<p>\u5728\u7576\u4eca\u5feb\u901f\u8b8a\u5316\u7684\u5546\u696d\u74b0\u5883\u4e2d\uff0c\u638c\u63e1 <strong>\u5ba2\u6236\u95dc\u61f7 KPI<\/strong> \u5c0d\u65bc\u4efb\u4f55\u65e8\u5728\u63d0\u5347\u5ba2\u6236\u6eff\u610f\u5ea6\u548c\u63a8\u52d5\u6210\u529f\u7684\u7d44\u7e54\u4f86\u8aaa\u90fd\u662f\u5fc5\u4e0d\u53ef\u5c11\u7684\u3002\u4e86\u89e3\u4ec0\u9ebc\u69cb\u6210\u6709\u6548\u7684 <strong>\u5ba2\u6236 KPI<\/strong> \u53ef\u4ee5\u6539\u8b8a\u60a8\u5c0d\u670d\u52d9\u4ea4\u4ed8\u7684\u770b\u6cd5\uff0c\u4f7f\u60a8\u80fd\u5920\u8ddf\u8e2a\u7e3e\u6548\u4e26\u505a\u51fa\u6578\u64da\u9a45\u52d5\u7684\u6c7a\u7b56\u3002\u672c\u6587\u5c07\u6df1\u5165\u63a2\u8a0e\u5b9a\u7fa9\u5353\u8d8a\u5ba2\u6236\u670d\u52d9\u7684\u95dc\u9375\u6307\u6a19\uff0c\u63a2\u7d22 <strong>KRA \u548c KPI<\/strong> \u5728\u5ba2\u6236\u95dc\u61f7\u4e2d\u7684\u95dc\u4fc2\uff0c\u4e26\u78ba\u5b9a\u4e94\u500b\u5c0d\u8861\u91cf\u5ba2\u6236\u6210\u529f\u81f3\u95dc\u91cd\u8981\u7684 KPI\u3002\u6b64\u5916\uff0c\u6211\u5011\u5c07\u6307\u5c0e\u60a8\u8a2d\u8a08\u6709\u6548\u7684 <strong>\u5ba2\u6236\u670d\u52d9 KPI \u5100\u8868\u677f<\/strong> \u4e26\u63d0\u4f9b\u5be6\u7528\u7684\u7bc4\u4f8b\u548c\u6a21\u677f\uff0c\u4ee5\u5e6b\u52a9\u60a8\u5728\u7d44\u7e54\u4e2d\u5be6\u65bd\u9019\u4e9b\u6307\u6a19\u3002\u5230\u672c\u6587\u7d50\u675f\u6642\uff0c\u60a8\u5c07\u5168\u9762\u4e86\u89e3\u5982\u4f55\u5229\u7528 <strong>\u5ba2\u6236\u95dc\u61f7 KPI<\/strong> \u4e0d\u50c5\u6eff\u8db3\u800c\u4e14\u8d85\u8d8a\u5ba2\u6236\u671f\u671b\uff0c\u78ba\u4fdd\u60a8\u7684\u696d\u52d9\u5728\u7af6\u722d\u6fc0\u70c8\u7684\u74b0\u5883\u4e2d\u84ec\u52c3\u767c\u5c55\u3002<\/p>\n<h2>\u5ba2\u6236\u670d\u52d9\u7684\u826f\u597d KPI \u662f\u4ec0\u9ebc\uff1f<\/h2>\n<h3>\u4e86\u89e3\u5ba2\u6236\u95dc\u61f7 KPI \u7684\u91cd\u8981\u6027<\/h3>\n<p>\u5ba2\u6236\u670d\u52d9\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff08KPI\uff09\u662f\u5e6b\u52a9\u4f01\u696d\u8a55\u4f30\u5176\u5ba2\u6236\u95dc\u61f7\u7b56\u7565\u6709\u6548\u6027\u7684\u57fa\u672c\u6307\u6a19\u3002\u901a\u904e\u8ffd\u8e64\u9019\u4e9bKPI\uff0c\u516c\u53f8\u53ef\u4ee5\u7372\u5f97\u6709\u95dc\u5ba2\u6236\u6eff\u610f\u5ea6\u3001\u904b\u71df\u6548\u7387\u548c\u6574\u9ad4\u670d\u52d9\u8cea\u91cf\u7684\u5bf6\u8cb4\u898b\u89e3\u3002\u6709\u6548\u7684\u5ba2\u6236KPI\u4e0d\u50c5\u7a81\u986f\u6539\u9032\u7684\u9818\u57df\uff0c\u9084\u63a8\u52d5\u6230\u7565\u6c7a\u7b56\uff0c\u4ee5\u63d0\u5347\u5ba2\u6236\u9ad4\u9a57\u4e26\u4fc3\u9032\u5fe0\u8aa0\u5ea6\u3002<\/p>\n<h3>\u6709\u6548\u5ba2\u6236KPI\u7684\u95dc\u9375\u7279\u5fb5<\/h3>\n<p>\u5728\u5efa\u7acb\u5ba2\u6236KPI\u6642\uff0c\u5c08\u6ce8\u65bc\u63d0\u4f9b\u53ef\u884c\u898b\u89e3\u7684\u6307\u6a19\u81f3\u95dc\u91cd\u8981\u3002\u4ee5\u4e0b\u662f\u6709\u6548\u5ba2\u6236KPI\u7684\u4e00\u4e9b\u95dc\u9375\u7279\u5fb5\uff1a<\/p>\n<ul>\n<li><strong>\u76f8\u95dc\u6027\uff1a<\/strong> KPI\u61c9\u8207\u696d\u52d9\u76ee\u6a19\u5c0d\u9f4a\uff0c\u4e26\u53cd\u6620\u5ba2\u6236\u670d\u52d9\u5718\u968a\u7684\u5177\u9ad4\u76ee\u6a19\u3002<\/li>\n<li><strong>\u53ef\u6e2c\u91cf\u6027\uff1a<\/strong> \u6bcf\u500bKPI\u5fc5\u9808\u662f\u53ef\u91cf\u5316\u7684\uff0c\u4fbf\u65bc\u96a8\u6642\u9593\u9032\u884c\u8ffd\u8e64\u548c\u5206\u6790\u3002<\/li>\n<li><strong>\u53ef\u884c\u6027\uff1a<\/strong> \u6709\u6548\u7684KPI\u61c9\u8a72\u5c0e\u81f4\u53ef\u884c\u7684\u898b\u89e3\uff0c\u5f9e\u800c\u63a8\u52d5\u670d\u52d9\u4ea4\u4ed8\u7684\u6539\u9032\u3002<\/li>\n<li><strong>\u53ca\u6642\u6027\uff1a<\/strong> KPI \u61c9\u5b9a\u671f\u76e3\u63a7\uff0c\u4ee5\u78ba\u4fdd\u6578\u64da\u53cd\u6620\u7576\u524d\u7684\u8868\u73fe\u548c\u8da8\u52e2\u3002<\/li>\n<\/ul>\n<p>\u4e00\u4e9b\u6700\u5177\u5f71\u97ff\u529b\u7684\u5ba2\u6236 KPI \u5305\u62ec\uff1a<\/p>\n<ul>\n<li><strong>\u5ba2\u6236\u6eff\u610f\u5ea6 (CSAT)\uff1a<\/strong> \u6b64\u6307\u6a19\u901a\u904e\u8abf\u67e5\u4f86\u8861\u91cf\u5ba2\u6236\u6eff\u610f\u5ea6\uff0c\u901a\u5e38\u8981\u6c42\u5ba2\u6236\u5728\u4e00\u500b\u7bc4\u570d\u5167\u8a55\u5206\u4ed6\u5011\u7684\u9ad4\u9a57\u3002\u9ad8 CSAT \u5206\u6578\u8868\u793a\u670d\u52d9\u4ea4\u4ed8\u6709\u6548\u3002\u6839\u64da\u7f8e\u570b\u5ba2\u6236\u6eff\u610f\u5ea6\u6307\u6578\u7684\u7814\u7a76\uff0c\u5ba2\u6236\u6eff\u610f\u5ea6\u63d0\u9ad8 1% \u53ef\u4ee5\u5c0e\u81f4\u6536\u5165\u589e\u52a0 3%\u3002<\/li>\n<li><strong>\u6de8\u63a8\u85a6\u503c (NPS)\uff1a<\/strong> NPS \u901a\u904e\u8a62\u554f\u5ba2\u6236\u63a8\u85a6\u60a8\u7684\u670d\u52d9\u7d66\u4ed6\u4eba\u7684\u53ef\u80fd\u6027\u4f86\u8861\u91cf\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u3002\u9ad8 NPS \u8868\u793a\u5f37\u5927\u7684\u5ba2\u6236\u95dc\u4fc2\uff0c\u4e26\u53ef\u4ee5\u9810\u6e2c\u696d\u52d9\u589e\u9577\u3002\u8c9d\u6069\u516c\u53f8\uff08Bain &amp; Company\uff09\u7684\u7814\u7a76\u986f\u793a\uff0cNPS \u5206\u6578\u9ad8\u7684\u516c\u53f8\u589e\u9577\u901f\u5ea6\u8d85\u904e\u5176\u7af6\u722d\u5c0d\u624b\u7684\u5169\u500d\u3002<\/li>\n<li><strong>\u9996\u6b21\u806f\u7d61\u89e3\u6c7a\u7387 (FCR)\uff1a<\/strong> \u6b64 KPI \u8ddf\u8e2a\u9996\u6b21\u4e92\u52d5\u4e2d\u89e3\u6c7a\u7684\u5ba2\u6236\u67e5\u8a62\u7684\u767e\u5206\u6bd4\u3002\u9ad8 FCR \u6e1b\u5c11\u4e86\u5f8c\u7e8c\u806f\u7d61\u7684\u9700\u6c42\uff0c\u589e\u5f37\u4e86\u5ba2\u6236\u6eff\u610f\u5ea6\u548c\u904b\u71df\u6548\u7387\u3002\u6839\u64da\u5ba2\u6236\u806f\u7d61\u59d4\u54e1\u6703\u7684\u6578\u64da\uff0c\u63d0\u9ad8 FCR \u53ef\u4ee5\u5c0e\u81f4\u5ba2\u6236\u6eff\u610f\u5ea6\u63d0\u9ad8 20%\u3002<\/li>\n<li><strong>\u5e73\u5747\u8655\u7406\u6642\u9593 (AHT)\uff1a<\/strong> AHT \u8861\u91cf\u89e3\u6c7a\u5ba2\u6236\u554f\u984c\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\uff0c\u5305\u62ec\u901a\u8a71\u6642\u9593\u548c\u5f8c\u7e8c\u8ddf\u9032\u3002\u96d6\u7136\u6548\u7387\u5f88\u91cd\u8981\uff0c\u4f46\u5e73\u8861 AHT \u8207\u5ba2\u6236\u6eff\u610f\u5ea6\u4ee5\u78ba\u4fdd\u670d\u52d9\u8cea\u91cf\u81f3\u95dc\u91cd\u8981\u3002\u7814\u7a76\u8868\u660e\uff0c\u6700\u4f73 AHT \u53ef\u4ee5\u5728\u4e0d\u72a7\u7272\u5ba2\u6236\u9ad4\u9a57\u7684\u60c5\u6cc1\u4e0b\u6539\u5584\u6574\u9ad4\u670d\u52d9\u8868\u73fe\u3002<\/li>\n<li><strong>\u56de\u61c9\u6642\u9593\uff1a<\/strong> \u6b64 KPI \u8a55\u4f30\u56de\u61c9\u5ba2\u6236\u8a62\u554f\u6240\u9700\u7684\u6642\u9593\uff0c\u7121\u8ad6\u662f\u901a\u904e\u96fb\u8a71\u3001\u96fb\u5b50\u90f5\u4ef6\u9084\u662f\u804a\u5929\u3002\u66f4\u5feb\u7684\u56de\u61c9\u6642\u9593\u8207\u66f4\u9ad8\u7684\u5ba2\u6236\u6eff\u610f\u5ea6\u76f8\u95dc\u806f\u3002HubSpot \u7684\u4e00\u9805\u7814\u7a76\u767c\u73fe\uff0c90% \u7684\u5ba2\u6236\u671f\u671b\u5728\u6709\u92b7\u552e\u554f\u984c\u6642\u7acb\u5373\u7372\u5f97\u56de\u61c9\u3002<\/li>\n<li><strong>\u4ee3\u7406\u4eba\u5229\u7528\u7387\uff1a<\/strong> \u6b64\u6307\u6a19\u8a55\u4f30\u4ee3\u7406\u4eba\u4e3b\u52d5\u5354\u52a9\u5ba2\u6236\u7684\u6642\u9593\u767e\u5206\u6bd4\u8207\u9592\u7f6e\u6642\u9593\u7684\u6bd4\u4f8b\u3002\u5e73\u8861\u7684\u5229\u7528\u7387\u78ba\u4fdd\u4ee3\u7406\u4eba\u4e0d\u6703\u904e\u5ea6\u5de5\u4f5c\u6216\u672a\u88ab\u5145\u5206\u5229\u7528\uff0c\u6709\u52a9\u65bc\u63d0\u9ad8\u670d\u52d9\u8cea\u91cf\u548c\u54e1\u5de5\u6eff\u610f\u5ea6\u3002<\/li>\n<li><strong>\u56de\u7b54\u767e\u5206\u6bd4\uff1a<\/strong> \u6b64 KPI \u8861\u91cf\u63a5\u807d\u7684\u92b7\u552e\u96fb\u8a71\u8207\u63d0\u4f9b\u7684\u7e3d\u96fb\u8a71\u6578\u7684\u6bd4\u4f8b\u3002\u9ad8\u56de\u7b54\u767e\u5206\u6bd4\u8868\u793a\u6709\u6548\u7684\u96fb\u8a71\u8655\u7406\uff0c\u4e26\u53ef\u80fd\u5c0e\u81f4\u66f4\u591a\u7684\u92b7\u552e\u6a5f\u6703\u3002\u6839\u64da\u570b\u969b\u5ba2\u6236\u7ba1\u7406\u5b78\u6703\u7684\u8aaa\u6cd5\uff0c\u4fdd\u6301\u56de\u7b54\u767e\u5206\u6bd4\u9ad8\u65bc 80% \u662f\u5ba2\u6236\u53c3\u8207\u7684\u7406\u60f3\u9078\u64c7\u3002<\/li>\n<\/ul>\n<p>\u6574\u5408\u50cf Messenger Bots \u9019\u6a23\u7684\u5de5\u5177\u53ef\u4ee5\u901a\u904e\u63d0\u4f9b\u5373\u6642\u56de\u61c9\u4f86\u589e\u5f37\u9019\u4e9b KPI\uff0c\u5f9e\u800c\u6539\u5584\u56de\u61c9\u6642\u9593\u548c\u6574\u9ad4\u5ba2\u6236\u6eff\u610f\u5ea6\u3002\u6839\u64da Gartner \u7684\u5831\u544a\uff0c\u5230 2025 \u5e74\uff0c75% \u7684\u5ba2\u6236\u670d\u52d9\u4e92\u52d5\u5c07\u7531 AI \u9a45\u52d5\uff0c\u9019\u7a81\u986f\u4e86\u6280\u8853\u5728\u5ba2\u6236\u670d\u52d9\u7b56\u7565\u4e2d\u65e5\u76ca\u91cd\u8981\u7684\u5730\u4f4d\u3002\u6b32\u4e86\u89e3\u66f4\u591a\u8cc7\u8a0a\uff0c\u8acb\u53c3\u8003\u4ee5\u4e0b\u4f86\u6e90\uff0c\u4f8b\u5982 <a href=\"https:\/\/www.americanexpress.com\/en-us\/business\/trends-and-insights\/articles\/the-value-of-customer-service\/\" target=\"_blank\" rel=\"noopener\">\u7f8e\u570b\u9867\u5ba2\u6eff\u610f\u5ea6\u6307\u6578<\/a>, <a href=\"https:\/\/www.bain.com\/\" target=\"_blank\" rel=\"noopener\">\u8c9d\u6069\u516c\u53f8<\/a>, \u548c <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>\u5ba2\u6236\u670d\u52d9\u7684 KRA \u548c KPI \u662f\u4ec0\u9ebc\uff1f<\/h2>\n<h3>\u5b9a\u7fa9\u5ba2\u6236\u670d\u52d9\u4e2d\u7684 KRA \u548c KPI<\/h3>\n<p>\u95dc\u9375\u7d50\u679c\u9818\u57df (KRA) \u548c\u95dc\u9375\u7e3e\u6548\u6307\u6a19 (KPI) \u662f\u8a55\u4f30\u5ba2\u6236\u670d\u52d9\u6709\u6548\u6027\u7684\u57fa\u672c\u7d44\u6210\u90e8\u5206\u3002\u4e86\u89e3\u5b83\u5011\u7684\u5340\u5225\u548c\u61c9\u7528\u53ef\u4ee5\u986f\u8457\u63d0\u9ad8\u696d\u52d9\u6548\u7387\u3002<\/p>\n<ul>\n<li><strong>\u95dc\u9375\u7d50\u679c\u9818\u57df (KRA)<\/strong>: KRA \u5b9a\u7fa9\u4e86\u5ba2\u6236\u670d\u52d9\u89d2\u8272\u7684\u95dc\u9375\u8cac\u4efb\u9818\u57df\u3002\u5b83\u5011\u6982\u8ff0\u4e86\u5c0d\u54e1\u5de5\u5728\u7e3e\u6548\u548c\u7d50\u679c\u65b9\u9762\u7684\u671f\u671b\u3002\u5ba2\u6236\u670d\u52d9\u4e2d\u7684\u5e38\u898b KRA \u5305\u62ec\uff1a\n<ul>\n<li><strong>\u5ba2\u6236\u6eff\u610f\u5ea6<\/strong>: \u78ba\u4fdd\u5ba2\u6236\u6709\u6b63\u9762\u7684\u9ad4\u9a57\u3002<\/li>\n<li><strong>\u56de\u61c9\u6642\u9593<\/strong>: \u5ba2\u6236\u67e5\u8a62\u88ab\u8655\u7406\u7684\u901f\u5ea6\u3002<\/li>\n<li><strong>\u554f\u984c\u89e3\u6c7a<\/strong>: \u5728\u7b2c\u4e00\u6b21\u806f\u7e6b\u4e2d\u89e3\u6c7a\u5ba2\u6236\u554f\u984c\u7684\u6709\u6548\u6027\u3002<\/li>\n<li><strong>\u670d\u52d9\u8cea\u91cf<\/strong>: \u7dad\u6301\u9ad8\u6a19\u6e96\u7684\u670d\u52d9\u4ea4\u4ed8\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u95dc\u9375\u7e3e\u6548\u6307\u6a19 (KPI)<\/strong>: KPI \u662f\u5177\u9ad4\u7684\u3001\u53ef\u91cf\u5316\u7684\u6307\u6a19\uff0c\u7528\u65bc\u8861\u91cf\u95dc\u9375\u7d50\u679c\u9818\u57df\u7684\u6210\u529f\u3002\u5b83\u5011\u63d0\u4f9b\u53ef\u8861\u91cf\u7684\u76ee\u6a19\u4f86\u8a55\u4f30\u7e3e\u6548\u3002\u5ba2\u6236\u670d\u52d9\u4e2d\u7684 KPI \u793a\u4f8b\u5305\u62ec\uff1a\n<ul>\n<li><strong>\u5ba2\u6236\u6eff\u610f\u5ea6\u5f97\u5206 (CSAT)<\/strong>: \u5f9e\u5ba2\u6236\u53cd\u994b\u8abf\u67e5\u4e2d\u5f97\u51fa\u7684\u6307\u6a19\u3002<\/li>\n<li><strong>\u6de8\u63a8\u85a6\u503c (NPS)<\/strong>: \u8861\u91cf\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u548c\u63a8\u85a6\u8a72\u670d\u52d9\u7684\u53ef\u80fd\u6027\u3002<\/li>\n<li><strong>\u5e73\u5747\u8655\u7406\u6642\u9593 (AHT)<\/strong>: \u89e3\u6c7a\u5ba2\u6236\u554f\u984c\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002<\/li>\n<li><strong>\u9996\u6b21\u806f\u7d61\u89e3\u6c7a\u7387 (FCR)<\/strong>: \u5728\u7b2c\u4e00\u6b21\u4e92\u52d5\u4e2d\u89e3\u6c7a\u7684\u67e5\u8a62\u767e\u5206\u6bd4\u3002<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>\u6574\u5408\u50cf <a href=\"https:\/\/messengerbot.app\/zh_hk\/\">Messenger \u6a5f\u5668\u4eba<\/a> \u53ef\u4ee5\u901a\u904e\u81ea\u52d5\u5316\u56de\u61c9\u548c\u63d0\u4f9b\u5373\u6642\u652f\u63f4\u4f86\u589e\u5f37\u5ba2\u6236\u670d\u52d9\uff0c\u5f9e\u800c\u6539\u5584\u56de\u61c9\u6642\u9593\u548c\u5ba2\u6236\u6eff\u610f\u5ea6\u7b49\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u3002\u6839\u64da\u4e00\u9805\u7814\u7a76\uff0c <a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">Gartner<\/a>, \u5be6\u65bd\u4eba\u5de5\u667a\u6167\u9a45\u52d5\u7684\u5ba2\u6236\u670d\u52d9\u89e3\u6c7a\u65b9\u6848\u7684\u4f01\u696d\u53ef\u4ee5\u63d0\u9ad8\u6548\u7387\u9ad8\u905430%\uff08Gartner\uff0c2023\u5e74\uff09\u3002<\/p>\n<h3>\u5c07\u5ba2\u6236\u95dc\u61f7\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u8207\u5546\u696d\u76ee\u6a19\u5c0d\u9f4a<\/h3>\n<p>\u5c07\u5ba2\u6236\u95dc\u61f7\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u8207\u66f4\u5ee3\u6cdb\u7684\u5546\u696d\u76ee\u6a19\u5c0d\u9f4a\u5c0d\u65bc\u78ba\u4fdd\u5ba2\u6236\u670d\u52d9\u5de5\u4f5c\u5c0d\u6574\u9ad4\u516c\u53f8\u6210\u529f\u7684\u8ca2\u737b\u81f3\u95dc\u91cd\u8981\u3002\u9019\u7a2e\u5c0d\u9f4a\u4f7f\u7d44\u7e54\u80fd\u5920\u5c08\u6ce8\u65bc\u5c0d\u5176\u6230\u7565\u76ee\u6a19\u6700\u91cd\u8981\u7684\u6307\u6a19\u3002<\/p>\n<p>\u4f8b\u5982\uff0c\u5982\u679c\u4e00\u5bb6\u4f01\u696d\u65e8\u5728\u589e\u5f37\u5ba2\u6236\u5fe0\u8aa0\u5ea6\uff0c\u5247\u61c9\u512a\u5148\u8003\u616e\u6de8\u63a8\u85a6\u503c\uff08NPS\uff09\u548c\u5ba2\u6236\u7d42\u8eab\u50f9\u503c\uff08CLV\uff09\u7b49\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u3002\u9019\u4e9b\u6307\u6a19\u63d0\u4f9b\u6709\u95dc\u5ba2\u6236\u4fdd\u7559\u548c\u6eff\u610f\u5ea6\u7684\u898b\u89e3\uff0c\u76f4\u63a5\u5f71\u97ff\u6536\u5165\u589e\u9577\u3002<\/p>\n<p>\u6b64\u5916\uff0c\u5b9a\u671f\u6aa2\u67e5\u548c\u8abf\u6574\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u4ee5\u61c9\u5c0d\u4e0d\u65b7\u8b8a\u5316\u7684\u5546\u696d\u76ee\u6a19\u53ef\u4ee5\u5e6b\u52a9\u4fdd\u6301\u5c0d\u9f4a\u3002\u5229\u7528 <a href=\"https:\/\/messengerbot.app\/zh_hk\/free-trial-offer\/\">Messenger \u6a5f\u5668\u4eba<\/a> \u4e5f\u53ef\u4ee5\u901a\u904e\u63d0\u4f9b\u5373\u6642\u5206\u6790\u548c\u53cd\u994b\u4f86\u4fc3\u9032\u9019\u4e00\u904e\u7a0b\uff0c\u4f7f\u5718\u968a\u80fd\u5920\u5feb\u901f\u9069\u61c9\u5ba2\u6236\u9700\u6c42\u548c\u504f\u597d\u3002<\/p>\n<p>\u901a\u904e\u660e\u78ba\u5b9a\u7fa9\u95dc\u9375\u7d50\u679c\u9818\u57df\u4e26\u8ddf\u8e2a\u76f8\u95dc\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff0c\u7d44\u7e54\u53ef\u4ee5\u5275\u5efa\u4e00\u7a2e\u7d50\u69cb\u5316\u7684\u5ba2\u6236\u670d\u52d9\u65b9\u6cd5\uff0c\u63a8\u52d5\u7e3e\u6548\u4e26\u589e\u5f37\u6574\u9ad4\u5ba2\u6236\u9ad4\u9a57\u3002\u8981\u7372\u53d6\u66f4\u591a\u6709\u95dc\u6709\u6548\u5ba2\u6236\u53c3\u8207\u7684\u898b\u89e3\uff0c\u8acb\u67e5\u770b\u6211\u5011\u7684\u6587\u7ae0\u3002 <a href=\"https:\/\/messengerbot.app\/zh_hk\/%e6%8e%a2%e7%b4%a2%e6%9c%89%e6%95%88%e7%9a%84%e5%ae%a2%e6%88%b6%e5%8f%83%e8%88%87%e7%af%84%e4%be%8b%e3%80%81%e9%a1%9e%e5%9e%8b%e3%80%81%e7%ad%96%e7%95%a5%e4%bb%a5%e5%8f%8a%e5%9c%a8%e5%95%86%e6%a5%ad\/\">\u6709\u6548\u7684\u5ba2\u6236\u53c3\u8207<\/a>.<\/p>\n<h2>\u5ba2\u6236\u670d\u52d9\u7684\u56db\u500b\u6307\u6a19\u662f\u4ec0\u9ebc\uff1f<\/h2>\n<p>\u5728\u8a55\u4f30\u5ba2\u6236\u670d\u52d9\u7e3e\u6548\u6642\uff0c\u5c08\u6ce8\u65bc\u63d0\u4f9b\u6548\u7387\u548c\u5ba2\u6236\u6eff\u610f\u5ea6\u6d1e\u5bdf\u7684\u95dc\u9375\u6307\u6a19\u81f3\u95dc\u91cd\u8981\u3002\u4ee5\u4e0b\u662f\u56db\u500b\u5ba2\u6236\u670d\u52d9\u7684\u57fa\u672c\u6307\u6a19\uff1a<\/p>\n<ol>\n<li><strong>\u9996\u6b21\u806f\u7d61\u89e3\u6c7a\u7387 (FCR)<\/strong>: \u6b64\u6307\u6a19\u8861\u91cf\u9996\u6b21\u4e92\u52d5\u4e2d\u89e3\u6c7a\u5ba2\u6236\u67e5\u8a62\u7684\u767e\u5206\u6bd4\u3002\u9ad8\u7684\u9996\u6b21\u89e3\u6c7a\u7387\uff08FCR\uff09\u8868\u660e\u670d\u52d9\u6709\u6548\uff0c\u4e26\u6709\u52a9\u65bc\u63d0\u9ad8\u5ba2\u6236\u6eff\u610f\u5ea6\u3002\u6839\u64da\u5ba2\u6236\u806f\u7d61\u59d4\u54e1\u6703\u7684\u7814\u7a76\uff0c\u63d0\u9ad8FCR\u53ef\u4ee5\u4fc3\u9032\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u4e26\u964d\u4f4e\u904b\u71df\u6210\u672c\u3002<\/li>\n<li><strong>\u5e73\u5747\u56de\u61c9\u6642\u9593 (ART)<\/strong>: \u6b64\u6307\u6a19\u8ddf\u8e2a\u56de\u61c9\u5ba2\u6236\u67e5\u8a62\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002\u5feb\u901f\u7684\u56de\u61c9\u6642\u9593\u5c0d\u65bc\u63d0\u5347\u5ba2\u6236\u9ad4\u9a57\u81f3\u95dc\u91cd\u8981\u3002HubSpot\u7684\u7814\u7a76\u8868\u660e\uff0c82%\u7684\u5ba2\u6236\u671f\u671b\u54c1\u724c\u80fd\u7acb\u5373\u56de\u61c9\uff0c\u4f7f\u6b64\u6307\u6a19\u5c0d\u65bc\u7dad\u6301\u7af6\u722d\u6027\u670d\u52d9\u6c34\u5e73\u81f3\u95dc\u91cd\u8981\u3002<\/li>\n<li><strong>\u4e0b\u4e00\u500b\u554f\u984c\u907f\u514d (NIA)<\/strong>: \u6b64\u6307\u6a19\u8a55\u4f30\u5ba2\u6236\u670d\u52d9\u5718\u968a\u5728\u9996\u6b21\u806f\u7d61\u5f8c\u9632\u6b62\u5f8c\u7e8c\u554f\u984c\u7684\u80fd\u529b\u3002\u901a\u904e\u89e3\u6c7a\u5ba2\u6236\u554f\u984c\u7684\u6839\u672c\u539f\u56e0\uff0c\u4f01\u696d\u53ef\u4ee5\u63d0\u9ad8\u5ba2\u6236\u6eff\u610f\u5ea6\u4e26\u6e1b\u5c11\u91cd\u8907\u67e5\u8a62\u7684\u6578\u91cf\u3002Zendesk\u7684\u4e00\u4efd\u5831\u544a\u6307\u51fa\uff0c\u4e3b\u52d5\u670d\u52d9\u53ef\u4ee5\u986f\u8457\u964d\u4f4e\u5ba2\u6236\u6d41\u5931\u7387\u3002<\/li>\n<li><strong>\u5e73\u5747\u8655\u7406\u6642\u9593 (AHT)<\/strong>: \u6b64\u6307\u6a19\u8861\u91cf\u89e3\u6c7a\u5ba2\u6236\u554f\u984c\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\uff0c\u5305\u62ec\u901a\u8a71\u6642\u9593\u548c\u4efb\u4f55\u5f8c\u7e8c\u884c\u52d5\u3002\u96d6\u7136\u8f03\u77ed\u7684 AHT \u53ef\u80fd\u8868\u793a\u6548\u7387\uff0c\u4f46\u5e73\u8861\u901f\u5ea6\u8207\u670d\u52d9\u8cea\u91cf\u662f\u81f3\u95dc\u91cd\u8981\u7684\u3002\u6839\u64da\u570b\u969b\u5ba2\u6236\u7ba1\u7406\u5b78\u9662\u7684\u4e00\u9805\u7814\u7a76\uff0c\u512a\u5316 AHT \u540c\u6642\u4fdd\u6301\u670d\u52d9\u8cea\u91cf\u53ef\u4ee5\u6539\u5584\u5ba2\u6236\u9ad4\u9a57\u3002<\/li>\n<\/ol>\n<p>\u6574\u5408\u50cf Messenger Bots \u9019\u6a23\u7684\u5de5\u5177\u53ef\u4ee5\u901a\u904e\u63d0\u4f9b\u5373\u6642\u56de\u61c9\u548c\u8655\u7406\u5e38\u898b\u8a62\u554f\u4f86\u63d0\u5347\u9019\u4e9b\u6307\u6a19\uff0c\u5f9e\u800c\u6539\u5584\u56de\u61c9\u6642\u9593\u548c FCR\u3002\u901a\u904e\u5229\u7528\u6280\u8853\u8207\u9019\u4e9b\u95dc\u9375\u6307\u6a19\uff0c\u4f01\u696d\u53ef\u4ee5\u5275\u9020\u66f4\u9ad8\u6548\u4e14\u4ee5\u5ba2\u6236\u70ba\u4e2d\u5fc3\u7684\u670d\u52d9\u6a21\u578b\u3002<\/p>\n<h3>\u5982\u4f55\u8861\u91cf\u548c\u5206\u6790\u5ba2\u6236\u670d\u52d9\u6307\u6a19<\/h3>\n<p>\u8861\u91cf\u548c\u5206\u6790\u5ba2\u6236\u670d\u52d9\u6307\u6a19\u5c0d\u65bc\u6301\u7e8c\u6539\u9032\u81f3\u95dc\u91cd\u8981\u3002\u4ee5\u4e0b\u662f\u4e00\u4e9b\u6709\u6548\u7684\u7b56\u7565\uff1a<\/p>\n<ul>\n<li><strong>\u5229\u7528\u5ba2\u6236\u53cd\u994b\u5de5\u5177<\/strong>: \u5be6\u65bd\u6536\u96c6\u5ba2\u6236\u53cd\u994b\u7684\u5de5\u5177\u53ef\u4ee5\u63d0\u4f9b\u670d\u52d9\u8868\u73fe\u7684\u6d1e\u5bdf\u3002\u50cf <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a> \u9019\u6a23\u7684\u5e73\u53f0\u63d0\u4f9b\u529f\u80fd\uff0c\u8b93\u60a8\u53ef\u4ee5\u6536\u96c6\u548c\u5206\u6790\u5ba2\u6236\u6eff\u610f\u5ea6\u5206\u6578\u3002<\/li>\n<li><strong>\u5229\u7528\u5206\u6790\u8edf\u9ad4<\/strong>: \u4f7f\u7528\u5206\u6790\u8edf\u9ad4\u4f86\u8ffd\u8e64\u548c\u53ef\u8996\u5316\u95dc\u9375\u6307\u6a19\u3002\u9019\u53ef\u4ee5\u5e6b\u52a9\u8b58\u5225\u8da8\u52e2\u548c\u9700\u8981\u6539\u9032\u7684\u9818\u57df\u3002\u4f8b\u5982\uff0c\u6574\u5408 Messenger Bot \u7684\u5206\u6790\u53ef\u4ee5\u7c21\u5316\u9019\u500b\u904e\u7a0b\u3002<\/li>\n<li><strong>\u5b9a\u671f\u5be9\u67e5\u7e3e\u6548\u5831\u544a<\/strong>: \u5b9a\u671f\u6aa2\u8996\u7e3e\u6548\u5831\u544a\uff0c\u4ee5\u8a55\u4f30\u60a8\u7684\u5718\u968a\u5728\u9054\u6210\u65e2\u5b9a KPI \u65b9\u9762\u7684\u8868\u73fe\u3002\u9019\u7a2e\u505a\u6cd5\u6709\u52a9\u65bc\u6839\u64da\u6578\u64da\u505a\u51fa\u670d\u52d9\u6539\u9032\u7684\u6c7a\u7b56.<\/li>\n<li><strong>\u8207\u884c\u696d\u6a19\u6e96\u57fa\u6e96\u6bd4\u8f03<\/strong>: \u5c07\u60a8\u7684\u6307\u6a19\u8207\u884c\u696d\u57fa\u6e96\u9032\u884c\u6bd4\u8f03\uff0c\u4ee5\u8a55\u4f30\u60a8\u7684\u8868\u73fe\u3002\u9019\u53ef\u4ee5\u63d0\u4f9b\u80cc\u666f\u4e26\u7a81\u986f\u589e\u9577\u7684\u9818\u57df.<\/li>\n<\/ul>\n<p>\u900f\u904e\u7cfb\u7d71\u6027\u5730\u6e2c\u91cf\u548c\u5206\u6790\u9019\u4e9b\u6307\u6a19\uff0c\u4f01\u696d\u53ef\u4ee5\u78ba\u4fdd\u6eff\u8db3\u5ba2\u6236\u671f\u671b\u4e26\u6301\u7e8c\u6539\u5584\u5176\u670d\u52d9\u4ea4\u4ed8.<\/p>\n<h2>\u5ba2\u6236\u670d\u52d9\u7684 KPI \u5100\u8868\u677f\u662f\u4ec0\u9ebc\uff1f<\/h2>\n<p>\u5ba2\u6236\u670d\u52d9\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19 (KPI) \u5100\u8868\u677f\u662f\u95dc\u9375\u6307\u6a19\u7684\u53ef\u8996\u5316\u8868\u793a\uff0c\u5e6b\u52a9\u7d44\u7e54\u8a55\u4f30\u5176\u5ba2\u6236\u652f\u6301\u904b\u71df\u7684\u6709\u6548\u6027\u548c\u6548\u7387\u3002\u4ee5\u4e0b\u662f\u5275\u5efa\u6709\u6548 KPI \u5100\u8868\u677f\u7684\u95dc\u9375\u7d44\u4ef6\u548c\u6b65\u9a5f:<\/p>\n<ol>\n<li><strong>\u8b58\u5225\u95dc\u9375\u6307\u6a19<\/strong>: \u5c08\u6ce8\u65bc\u4ee5\u4e0b\u5fc5\u8981\u7684 KPI:\n<ul>\n<li><strong>\u9996\u6b21\u901a\u8a71\u89e3\u6c7a\u7387 (FCR)<\/strong>: \u6e2c\u91cf\u9996\u6b21\u806f\u7e6b\u89e3\u6c7a\u7684\u5ba2\u6236\u67e5\u8a62\u767e\u5206\u6bd4.<\/li>\n<li><strong>\u5e73\u5747\u56de\u61c9\u6642\u9593<\/strong>: \u8ddf\u8e2a\u56de\u61c9\u5ba2\u6236\u67e5\u8a62\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002<\/li>\n<li><strong>\u5ba2\u6236\u6eff\u610f\u5ea6\u5f97\u5206 (CSAT)<\/strong>: \u901a\u904e\u4e92\u52d5\u5f8c\u7684\u8abf\u67e5\u4f86\u8a55\u4f30\u5ba2\u6236\u6eff\u610f\u5ea6\u3002<\/li>\n<li><strong>\u6de8\u63a8\u85a6\u503c (NPS)<\/strong>: \u8a55\u4f30\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u53ca\u63a8\u85a6\u670d\u52d9\u7684\u53ef\u80fd\u6027\u3002<\/li>\n<li><strong>\u5de5\u55ae\u89e3\u6c7a\u6642\u9593<\/strong>: \u76e3\u63a7\u89e3\u6c7a\u5ba2\u6236\u554f\u984c\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u6578\u64da\u6536\u96c6<\/strong>: \u5229\u7528\u5ba2\u6236\u670d\u52d9\u8edf\u9ad4\u5de5\u5177\u5f9e\u5404\u7a2e\u6e20\u9053\uff08\u5305\u62ec\u96fb\u8a71\u3001\u96fb\u5b50\u90f5\u4ef6\u548c\u804a\u5929\uff09\u6536\u96c6\u6578\u64da\u3002\u6574\u5408 Messenger Bot \u53ef\u4ee5\u901a\u904e\u81ea\u52d5\u56de\u61c9\u548c\u6536\u96c6\u5ba2\u6236\u4e92\u52d5\u6578\u64da\u4f86\u7c21\u5316\u6b64\u904e\u7a0b\u3002<\/li>\n<li><strong>\u53ef\u8996\u5316<\/strong>: \u4f7f\u7528 Tableau \u6216 Power BI \u7b49\u6578\u64da\u53ef\u8996\u5316\u5de5\u5177\u5275\u5efa\u76f4\u89c0\u7684\u5100\u8868\u677f\u3002\u78ba\u4fdd\u5100\u8868\u677f\u4f7f\u7528\u8005\u53cb\u597d\uff0c\u4e26\u7a81\u51fa\u986f\u793a\u96a8\u6642\u9593\u8b8a\u5316\u7684\u8da8\u52e2\uff0c\u4ee5\u4fbf\u5feb\u901f\u7372\u5f97\u898b\u89e3\u3002<\/li>\n<li><strong>\u5b9a\u671f\u66f4\u65b0<\/strong>: \u5be6\u6642\u6216\u5b9a\u671f\u66f4\u65b0\u5100\u8868\u677f\uff0c\u4ee5\u53cd\u6620\u6700\u65b0\u6578\u64da\u3002\u9019\u78ba\u4fdd\u6c7a\u7b56\u8005\u80fd\u5920\u8a2a\u554f\u6700\u65b0\u7684\u7e3e\u6548\u6307\u6a19\u3002<\/li>\n<li><strong>\u5206\u6790\u8207\u884c\u52d5<\/strong>: \u5b9a\u671f\u5206\u6790\u6578\u64da\u4ee5\u8b58\u5225\u6539\u9032\u7684\u9818\u57df\u3002\u4f8b\u5982\uff0c\u5982\u679c\u5e73\u5747\u56de\u61c9\u6642\u9593\u8d85\u904e\u670d\u52d9\u6c34\u5e73\u5354\u8b70\uff0c\u5247\u8abf\u67e5\u539f\u56e0\u4e26\u5be6\u65bd\u7b56\u7565\u4ee5\u63d0\u9ad8\u6548\u7387\u3002<\/li>\n<li><strong>\u57fa\u6e96\u6e2c\u8a66<\/strong>: \u5c07\u60a8\u7684 KPI \u8207\u884c\u696d\u6a19\u6e96\u9032\u884c\u6bd4\u8f03\uff0c\u4ee5\u8a55\u4f30\u7e3e\u6548\u3002\u9019\u6709\u52a9\u65bc\u8a2d\u5b9a\u73fe\u5be6\u7684\u76ee\u6a19\u4e26\u8b58\u5225\u6700\u4f73\u5be6\u8e10\u3002<\/li>\n<li><strong>\u53cd\u994b\u5faa\u74b0<\/strong>: \u5f9e\u5ba2\u6236\u670d\u52d9\u4ee3\u7406\u548c\u5ba2\u6236\u90a3\u88e1\u6536\u96c6\u53cd\u994b\uff0c\u4ee5\u5b8c\u5584\u5100\u8868\u677f\u548c\u6b63\u5728\u8ffd\u8e64\u7684\u6307\u6a19\u3002<\/li>\n<\/ol>\n<p>\u901a\u904e\u5c08\u6ce8\u65bc\u9019\u4e9b\u7d44\u4ef6\uff0c\u7d44\u7e54\u53ef\u4ee5\u5275\u5efa\u4e00\u500b\u5168\u9762\u7684 KPI \u5100\u8868\u677f\uff0c\u4e0d\u50c5\u80fd\u8ffd\u8e64\u7e3e\u6548\uff0c\u9084\u80fd\u63a8\u52d5\u5ba2\u6236\u670d\u52d9\u904b\u71df\u7684\u6301\u7e8c\u6539\u9032\u3002<\/p>\n<h3>\u5ba2\u6236\u95dc\u61f7 KPI \u5100\u8868\u677f\u7684\u5de5\u5177\u548c\u8edf\u9ad4<\/h3>\n<p>\u70ba\u4e86\u6709\u6548\u5be6\u65bd\u5ba2\u6236\u670d\u52d9\u7684 KPI \u5100\u8868\u677f\uff0c\u5229\u7528\u5408\u9069\u7684\u5de5\u5177\u548c\u8edf\u9ad4\u81f3\u95dc\u91cd\u8981\u3002\u4ee5\u4e0b\u662f\u4e00\u4e9b\u53d7\u6b61\u8fce\u7684\u9078\u64c7\uff1a<\/p>\n<ul>\n<li><strong>Salesforce<\/strong>: Salesforce \u4ee5\u5176\u5f37\u5927\u7684 CRM \u80fd\u529b\u800c\u805e\u540d\uff0c\u63d0\u4f9b\u53ef\u81ea\u5b9a\u7fa9\u7684\u5100\u8868\u677f\uff0c\u8b93\u4f01\u696d\u80fd\u6709\u6548\u8ffd\u8e64\u5ba2\u6236\u670d\u52d9 KPI\u3002 <a href=\"https:\/\/www.salesforce.com\" target=\"_blank\" rel=\"noopener\">\u8a2a\u554fSalesforce<\/a>.<\/li>\n<li><strong>Zendesk<\/strong>: \u6b64\u5e73\u53f0\u63d0\u4f9b\u5168\u9762\u7684\u5206\u6790\u5de5\u5177\uff0c\u5e6b\u52a9\u76e3\u63a7\u5ba2\u6236\u4e92\u52d5\u548c\u6eff\u610f\u5ea6\u6307\u6a19\u3002 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">\u63a2\u7d22 Zendesk<\/a>.<\/li>\n<li><strong>Hootsuite<\/strong>: \u96d6\u7136\u4e3b\u8981\u662f\u4e00\u500b\u793e\u4ea4\u5a92\u9ad4\u7ba1\u7406\u5de5\u5177\uff0c\u4f46 Hootsuite \u4e5f\u63d0\u4f9b\u8ddf\u8e64\u793e\u4ea4\u5e73\u53f0\u4e0a\u5ba2\u6236\u53c3\u8207\u6307\u6a19\u7684\u529f\u80fd\u3002 <a href=\"https:\/\/www.hootsuite.com\" target=\"_blank\" rel=\"noopener\">\u67e5\u770b Hootsuite<\/a>.<\/li>\n<li><strong>Brain Pod AI<\/strong>: \u6b64\u5e73\u53f0\u63d0\u4f9b AI \u9a45\u52d5\u7684\u5206\u6790\u5de5\u5177\uff0c\u80fd\u900f\u904e\u63d0\u4f9b\u5ba2\u6236\u4e92\u52d5\u7684\u898b\u89e3\u4f86\u63d0\u5347\u5ba2\u6236\u670d\u52d9\u904b\u71df\u3002 <a href=\"https:\/\/brainpod.ai\" target=\"_blank\" rel=\"noopener\">\u4e86\u89e3\u66f4\u591a\u95dc\u65bc Brain Pod AI \u7684\u8cc7\u8a0a<\/a>.<\/li>\n<\/ul>\n<p>\u9078\u64c7\u5408\u9069\u7684\u8edf\u9ad4\u53ef\u4ee5\u986f\u8457\u5f71\u97ff\u60a8\u76e3\u63a7\u548c\u5206\u6790\u5ba2\u6236\u95dc\u61f7 KPI \u7684\u6709\u6548\u6027\uff0c\u6700\u7d42\u5c0e\u81f4\u5ba2\u6236\u6eff\u610f\u5ea6\u548c\u904b\u71df\u6548\u7387\u7684\u63d0\u5347\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>\u5f9e\u5ba2\u6236\u6210\u529f\u7684\u89d2\u5ea6\u4f86\u770b\uff0c\u60a8\u6703\u8ddf\u8e2a\u54ea\u4e9b\u524d5\u500bKPI\uff1f<\/h2>\n<p>\u8ddf\u8e2a\u6b63\u78ba\u7684 <strong>\u5ba2\u6236\u95dc\u61f7 KPI<\/strong> \u5c0d\u65bc\u7406\u89e3\u5ba2\u6236\u6210\u529f\u548c\u63d0\u5347\u6574\u9ad4\u696d\u52d9\u8868\u73fe\u81f3\u95dc\u91cd\u8981\u3002\u4ee5\u4e0b\u662f\u6211\u5efa\u8b70\u5c08\u6ce8\u7684\u4e94\u500b KPI\uff1a<\/p>\n<ol>\n<li><strong>\u5ba2\u6236\u6d41\u5931\u7387\uff1a<\/strong> \u6b64 KPI \u6e2c\u91cf\u5728\u7279\u5b9a\u671f\u9593\u5167\u505c\u6b62\u4f7f\u7528\u60a8\u7684\u7522\u54c1\u6216\u670d\u52d9\u7684\u5ba2\u6236\u767e\u5206\u6bd4\u3002\u9ad8\u6d41\u5931\u7387\u8868\u793a\u4e0d\u6eff\u610f\uff0c\u4e26\u53ef\u80fd\u7a81\u986f\u51fa\u5ba2\u6236\u53c3\u8207\u548c\u652f\u6301\u7684\u6539\u9032\u7a7a\u9593\u3002\u6839\u64da\u54c8\u4f5b\u5546\u696d\u8a55\u8ad6\u7684\u4e00\u9805\u7814\u7a76\uff0c\u50c5\u6e1b\u5c11 5% \u7684\u6d41\u5931\u7387\u5c31\u53ef\u4ee5\u5c07\u5229\u6f64\u63d0\u9ad8 25% \u5230 95%\u3002<\/li>\n<li><strong>\u6de8\u4fdd\u7559\u7387 (NRR)\uff1a<\/strong> NRR \u53cd\u6620\u5f9e\u73fe\u6709\u5ba2\u6236\u4fdd\u7559\u7684\u7d93\u5e38\u6027\u6536\u5165\u767e\u5206\u6bd4\uff0c\u5305\u62ec\u5347\u7d1a\u3001\u964d\u7d1a\u548c\u6d41\u5931\u3002\u9ad8 NRR \u8868\u793a\u5f37\u5927\u7684\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u548c\u6eff\u610f\u5ea6\u3002\u4f86\u81ea SaaS Capital \u7684\u7814\u7a76\u986f\u793a\uff0cNRR \u8d85\u904e 100% \u7684\u516c\u53f8\u5728\u9577\u671f\u5167\u66f4\u6709\u53ef\u80fd\u6210\u529f\u3002<\/li>\n<li><strong>\u6de8\u63a8\u85a6\u503c (NPS)\uff1a<\/strong> NPS \u901a\u904e\u8a62\u554f\u5ba2\u6236\u63a8\u85a6\u60a8\u7684\u7522\u54c1\u6216\u670d\u52d9\u7d66\u4ed6\u4eba\u7684\u53ef\u80fd\u6027\u4f86\u8861\u91cf\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u3002\u66f4\u9ad8\u7684 NPS \u8207\u589e\u52a0\u7684\u5ba2\u6236\u4fdd\u7559\u7387\u548c\u6536\u5165\u589e\u9577\u76f8\u95dc\u806f\u3002\u6839\u64da\u8c9d\u6069\u516c\u53f8\uff08Bain &amp; Company\uff09\u7684\u8cc7\u6599\uff0cNPS \u5206\u6578\u9ad8\u7684\u516c\u53f8\u589e\u9577\u901f\u5ea6\u662f\u5176\u7af6\u722d\u5c0d\u624b\u7684\u5169\u500d\u4ee5\u4e0a\u3002<\/li>\n<li><strong>\u5ba2\u6236\u7d42\u8eab\u50f9\u503c (CLV)\uff1a<\/strong> CLV \u4f30\u7b97\u4f01\u696d\u5728\u8207\u55ae\u4e00\u5ba2\u6236\u5e33\u6236\u7684\u95dc\u4fc2\u4e2d\u53ef\u4ee5\u9810\u671f\u7684\u7e3d\u6536\u5165\u3002\u4e86\u89e3 CLV \u6709\u52a9\u65bc\u4f01\u696d\u6709\u6548\u5206\u914d\u8cc7\u6e90\u4e26\u6539\u5584\u5ba2\u6236\u6210\u529f\u7b56\u7565\u3002HubSpot \u7684\u4e00\u4efd\u5831\u544a\u6307\u51fa\uff0c\u50c5\u50c5\u5c07 CLV \u63d0\u9ad8 10% \u5c31\u80fd\u986f\u8457\u589e\u52a0\u76c8\u5229\u80fd\u529b\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6eff\u610f\u5ea6\u5206\u6578 (CSAT)\uff1a<\/strong> CSAT \u8861\u91cf\u5ba2\u6236\u5728\u7279\u5b9a\u6642\u9593\u9ede\u5c0d\u60a8\u7684\u7522\u54c1\u6216\u670d\u52d9\u7684\u6eff\u610f\u5ea6\u3002\u9019\u500b KPI \u5c0d\u65bc\u8b58\u5225\u53ef\u4ee5\u6539\u5584\u5ba2\u6236\u9ad4\u9a57\u7684\u9818\u57df\u81f3\u95dc\u91cd\u8981\u3002\u6839\u64da Zendesk \u7684\u4e00\u9805\u7814\u7a76\uff0c\u512a\u5148\u8003\u616e\u5ba2\u6236\u6eff\u610f\u5ea6\u7684\u516c\u53f8\u6536\u5165\u589e\u9577\u9054\u5230 20%\u3002<\/li>\n<\/ol>\n<h3>\u5be6\u65bd\u5ba2\u6236 KPI \u6210\u529f\u8ffd\u8e64\u7684\u7bc4\u4f8b<\/h3>\n<p>\u8981\u6709\u6548\u5be6\u65bd\u9019\u4e9b <strong>\u5ba2\u6236 KPI<\/strong>, \u8acb\u8003\u616e\u4ee5\u4e0b\u7b56\u7565\uff1a<\/p>\n<ul>\n<li><strong>\u5229\u7528\u81ea\u52d5\u5316\u5de5\u5177\uff1a<\/strong> \u5229\u7528\u50cf <a href=\"https:\/\/messengerbot.app\/zh_hk\/#features\">Messenger \u6a5f\u5668\u4eba<\/a> \u9019\u6a23\u7684\u5e73\u53f0\u53ef\u4ee5\u7c21\u5316\u5ba2\u6236\u53cd\u994b\u548c\u7e3e\u6548\u6307\u6a19\u7684\u6536\u96c6\uff0c\u4f7f\u5be6\u6642\u8ffd\u8e64\u9019\u4e9b KPI \u66f4\u52a0\u5bb9\u6613\u3002<\/li>\n<li><strong>\u5b9a\u671f\u6aa2\u67e5\u548c\u8abf\u6574\uff1a<\/strong> \u5efa\u7acb\u5b9a\u671f\u6aa2\u8996\u9019\u4e9b KPI \u7684\u4f8b\u884c\u7a0b\u5e8f\uff0c\u4ee5\u8b58\u5225\u8da8\u52e2\u4e26\u5c0d\u60a8\u7684\u5ba2\u6236\u6210\u529f\u7b56\u7565\u9032\u884c\u5fc5\u8981\u7684\u8abf\u6574\u3002\u9019\u7a2e\u4e3b\u52d5\u7684\u65b9\u6cd5\u53ef\u4ee5\u5e6b\u52a9\u7dad\u6301\u9ad8\u5ba2\u6236\u6eff\u610f\u5ea6\u548c\u5fe0\u8aa0\u5ea6\u3002<\/li>\n<li><strong>\u8207\u5ba2\u6236\u4e92\u52d5\uff1a<\/strong> \u900f\u904e\u8abf\u67e5\u548c\u76f4\u63a5\u4e92\u52d5\u7a4d\u6975\u5c0b\u6c42\u5ba2\u6236\u53cd\u994b\uff0c\u4ee5\u7372\u53d6\u4ed6\u5011\u7684\u9ad4\u9a57\u548c\u671f\u671b\u7684\u898b\u89e3\u3002\u9019\u7a2e\u53c3\u8207\u53ef\u4ee5\u5e6b\u52a9\u6539\u5584\u4f60\u7684 <strong>\u5ba2\u6236\u670d\u52d9 KPI \u6a23\u672c<\/strong> \u548c\u6574\u9ad4\u670d\u52d9\u3002<\/li>\n<li><strong>\u8207\u7af6\u722d\u5c0d\u624b\u9032\u884c\u57fa\u6e96\u6bd4\u8f03\uff1a<\/strong> \u5c07\u4f60\u7684 KPI \u8207\u884c\u696d\u6a19\u6e96\u6216\u7af6\u722d\u5c0d\u624b\u9032\u884c\u6bd4\u8f03\uff0c\u4ee5\u8b58\u5225\u6539\u9032\u7684\u9818\u57df\u3002\u50cf\u662f <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a> \u53ef\u4ee5\u63d0\u4f9b\u6709\u50f9\u503c\u7684\u5ba2\u6236\u670d\u52d9\u57fa\u6e96\u898b\u89e3\u3002<\/li>\n<\/ul>\n<h2>\u5ba2\u6236\u6eff\u610f\u5ea6\u7684 KPI \u662f\u4ec0\u9ebc\uff1f<\/h2>\n<p>\u4e86\u89e3\u5ba2\u6236\u6eff\u610f\u5ea6 KPI \u5c0d\u65bc\u4efb\u4f55\u65e8\u5728\u63d0\u5347\u670d\u52d9\u8cea\u91cf\u548c\u5ba2\u6236\u9ad4\u9a57\u7684\u4f01\u696d\u90fd\u662f\u81f3\u95dc\u91cd\u8981\u7684\u3002\u9019\u4e9b\u6307\u6a19\u63d0\u4f9b\u4e86\u6709\u50f9\u503c\u7684\u898b\u89e3\uff0c\u5e6b\u52a9\u4e86\u89e3\u516c\u53f8\u5728\u591a\u5927\u7a0b\u5ea6\u4e0a\u6eff\u8db3\u5ba2\u6236\u671f\u671b\uff0c\u4e26\u5e6b\u52a9\u8b58\u5225\u6539\u9032\u7684\u9818\u57df\u3002\u901a\u904e\u5c08\u6ce8\u65bc\u7279\u5b9a\u7684 KPI\uff0c\u4f01\u696d\u53ef\u4ee5\u6709\u6548\u5730\u8861\u91cf\u548c\u63d0\u5347\u5ba2\u6236\u6eff\u610f\u5ea6\uff0c\u6700\u7d42\u63a8\u52d5\u5fe0\u8aa0\u5ea6\u548c\u7559\u5b58\u7387\u3002<\/p>\n<h3>\u4e86\u89e3\u5ba2\u6236\u6eff\u610f\u5ea6 KPI<\/h3>\n<p>\u5ba2\u6236\u6eff\u610f\u5ea6\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19 (KPI) \u5305\u62ec\u5e7e\u500b\u95dc\u9375\u6307\u6a19\uff0c\u5e6b\u52a9\u8a55\u4f30\u5ba2\u6236\u5c0d\u54c1\u724c\u4e92\u52d5\u7684\u770b\u6cd5\u3002\u4ee5\u4e0b\u662f\u4e00\u4e9b\u6700\u91cd\u8981\u7684\u5ba2\u6236\u6eff\u610f\u5ea6 KPI\uff1a<\/p>\n<ol>\n<li><strong>\u9867\u5ba2\u6eff\u610f\u5ea6\u5206\u6578 (CSAT)\uff1a<\/strong> CSAT \u662f\u4e00\u500b\u95dc\u9375\u7684 KPI\uff0c\u76f4\u63a5\u8861\u91cf\u5ba2\u6236\u5c0d\u7522\u54c1\u6216\u670d\u52d9\u7684\u6eff\u610f\u5ea6\u3002\u901a\u5e38\u901a\u904e\u8abf\u67e5\u4f86\u8a55\u4f30\uff0c\u5ba2\u6236\u5728\u4e00\u500b\u7bc4\u570d\u5167\uff08\u4f8b\u5982 1 \u5230 5\uff09\u8a55\u5206\u4ed6\u5011\u7684\u6eff\u610f\u5ea6\u3002\u66f4\u9ad8\u7684 CSAT \u5206\u6578\u8868\u793a\u66f4\u597d\u7684\u670d\u52d9\u8cea\u91cf\u548c\u5ba2\u6236\u9ad4\u9a57\u3002\u6839\u64da\u7f8e\u570b\u9867\u5ba2\u6eff\u610f\u6307\u6578 (ACSI) \u7684\u7814\u7a76\uff0c\u64c1\u6709\u66f4\u9ad8 CSAT \u5206\u6578\u7684\u516c\u53f8\u5f80\u5f80\u64c1\u6709\u66f4\u597d\u7684\u5ba2\u6236\u4fdd\u7559\u7387\u3002<\/li>\n<li><strong>\u6de8\u63a8\u85a6\u503c (NPS)\uff1a<\/strong> NPS \u901a\u904e\u8a62\u554f\u5ba2\u6236\u63a8\u85a6\u516c\u53f8\u7d66\u4ed6\u4eba\u7684\u53ef\u80fd\u6027\u4f86\u8861\u91cf\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u3002\u9019\u4e00\u6307\u6a19\u63d0\u4f9b\u4e86\u5ba2\u6236\u60c5\u611f\u548c\u6f5b\u5728\u589e\u9577\u7684\u6d1e\u5bdf\u3002\u4f86\u81ea\u8c9d\u6069\u516c\u53f8\u7684\u7814\u7a76\u986f\u793a\uff0c\u64c1\u6709\u9ad8 NPS \u5206\u6578\u7684\u516c\u53f8\u5728\u6536\u5165\u589e\u9577\u65b9\u9762\u901a\u5e38\u8868\u73fe\u512a\u65bc\u7af6\u722d\u5c0d\u624b\u3002<\/li>\n<li><strong>\u5ba2\u6236\u52aa\u529b\u6307\u6578 (CES):<\/strong> CES \u8861\u91cf\u5ba2\u6236\u8207\u516c\u53f8\u4e92\u52d5\u7684\u4fbf\u5229\u6027\u3002\u5b83\u8a55\u4f30\u5ba2\u6236\u5728\u89e3\u6c7a\u554f\u984c\u6216\u7372\u53d6\u670d\u52d9\u6642\u9700\u8981\u4ed8\u51fa\u7684\u52aa\u529b\u3002\u8f03\u4f4e\u7684 CES \u8868\u793a\u66f4\u9806\u66a2\u7684\u5ba2\u6236\u9ad4\u9a57\uff0c\u9019\u8207\u66f4\u9ad8\u7684\u6eff\u610f\u5ea6\u6c34\u5e73\u76f8\u95dc\u3002\u6839\u64da\u300a\u54c8\u4f5b\u5546\u696d\u8a55\u8ad6\u300b\u767c\u8868\u7684\u4e00\u9805\u7814\u7a76\uff0c\u6e1b\u5c11\u5ba2\u6236\u7684\u52aa\u529b\u53ef\u4ee5\u986f\u8457\u63d0\u5347\u5fe0\u8aa0\u5ea6\u3002<\/li>\n<li><strong>\u9996\u6b21\u56de\u61c9\u6642\u9593\uff08FRT\uff09\uff1a<\/strong> FRT \u8861\u91cf\u5ba2\u6236\u652f\u6301\u56de\u61c9\u67e5\u8a62\u6240\u9700\u7684\u6642\u9593\u3002\u8f03\u77ed\u7684 FRT \u8207\u66f4\u9ad8\u7684\u5ba2\u6236\u6eff\u610f\u5ea6\u76f8\u95dc\uff0c\u56e0\u70ba\u5b83\u53cd\u6620\u4e86\u516c\u53f8\u5c0d\u53ca\u6642\u670d\u52d9\u7684\u627f\u8afe\u3002\u4f86\u81ea Zendesk \u7684\u7814\u7a76\u8868\u660e\uff0c\u5ba2\u6236\u91cd\u8996\u5feb\u901f\u56de\u61c9\uff0c\u9019\u53ef\u4ee5\u5c0e\u81f4\u63d0\u9ad8 CSAT \u5206\u6578\u3002<\/li>\n<li><strong>\u5e73\u5747\u89e3\u6c7a\u6642\u9593 (ART)\uff1a<\/strong> ART \u8ffd\u8e64\u89e3\u6c7a\u5ba2\u6236\u554f\u984c\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002\u6709\u6548\u7684\u89e3\u6c7a\u6d41\u7a0b\u6709\u52a9\u65bc\u63d0\u9ad8\u6eff\u610f\u5ea6\u3002Freshdesk \u7684\u5831\u544a\u5f37\u8abf\uff0c\u8f03\u5feb\u7684\u89e3\u6c7a\u6642\u9593\u8207\u589e\u52a0\u7684\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u548c\u6eff\u610f\u5ea6\u76f8\u95dc\u806f\u3002<\/li>\n<\/ol>\n<p>\u6574\u5408\u50cf Messenger Bots \u9019\u6a23\u7684\u5de5\u5177\u53ef\u4ee5\u901a\u904e\u63d0\u4f9b\u5373\u6642\u56de\u61c9\u548c\u652f\u6301\u4f86\u63d0\u5347\u5ba2\u6236\u6eff\u610f\u5ea6\uff0c\u5f9e\u800c\u6539\u5584 FRT \u548c ART \u7b49\u6307\u6a19\u3002\u901a\u904e\u81ea\u52d5\u5316\u521d\u6b65\u7684\u5ba2\u6236\u4e92\u52d5\uff0c\u4f01\u696d\u53ef\u4ee5\u78ba\u4fdd\u5ba2\u6236\u7372\u5f97\u53ca\u6642\u7684\u5354\u52a9\uff0c\u9019\u53ef\u4ee5\u7a4d\u6975\u5f71\u97ff\u4ed6\u5011\u7684\u6574\u9ad4\u6eff\u610f\u5ea6\u3002<\/p>\n<h3>\u6e2c\u91cf\u5ba2\u6236\u6eff\u610f\u5ea6\u7684\u6700\u4f73\u5be6\u8e10<\/h3>\n<p>\u70ba\u4e86\u6709\u6548\u6e2c\u91cf\u5ba2\u6236\u6eff\u610f\u5ea6\uff0c\u4f01\u696d\u61c9\u5be6\u65bd\u4ee5\u4e0b\u6700\u4f73\u5be6\u8e10\uff1a<\/p>\n<ul>\n<li><strong>\u5b9a\u671f\u8abf\u67e5\uff1a<\/strong> \u9032\u884c\u5b9a\u671f\u8abf\u67e5\u4ee5\u6536\u96c6\u5ba2\u6236\u9ad4\u9a57\u7684\u53cd\u994b\u3002\u9019\u53ef\u4ee5\u5305\u62ec CSAT \u548c NPS \u8abf\u67e5\uff0c\u4ee5\u8ffd\u8e64\u6eff\u610f\u5ea6\u7684\u8b8a\u5316\u3002<\/li>\n<li><strong>\u5206\u6790\u53cd\u994b\uff1a<\/strong> \u5229\u7528\u5ba2\u6236\u53cd\u994b\u5206\u6790\u5de5\u5177\u4f86\u8b58\u5225\u8da8\u52e2\u548c\u6539\u9032\u7684\u9818\u57df\u3002\u9019\u53ef\u4ee5\u5e6b\u52a9\u7cbe\u7149\u670d\u52d9\u7b56\u7565\u4e26\u589e\u5f37\u5ba2\u6236\u4e92\u52d5\u3002<\/li>\n<li><strong>\u57fa\u6e96\u6e2c\u8a66:<\/strong> \u5c07\u60a8\u7684\u5ba2\u6236\u6eff\u610f\u5ea6 KPI \u8207\u884c\u696d\u6a19\u6e96\u6216\u7af6\u722d\u5c0d\u624b\u9032\u884c\u6bd4\u8f03\u3002\u9019\u7a2e\u57fa\u6e96\u6e2c\u8a66\u53ef\u4ee5\u63d0\u4f9b\u6709\u95dc\u60a8\u4f01\u696d\u73fe\u72c0\u7684\u898b\u89e3\uff0c\u4e26\u7a81\u51fa\u6210\u9577\u7684\u9818\u57df\u3002<\/li>\n<li><strong>\u53ef\u884c\u7684\u898b\u89e3\uff1a<\/strong> 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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 [&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\/zh_hk\/wp-json\/wp\/v2\/posts\/256166","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/messengerbot.app\/zh_hk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/messengerbot.app\/zh_hk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/zh_hk\/wp-json\/wp\/v2\/users\/14928"}],"replies":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/zh_hk\/wp-json\/wp\/v2\/comments?post=256166"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/zh_hk\/wp-json\/wp\/v2\/posts\/256166\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/zh_hk\/wp-json\/wp\/v2\/media\/256165"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/zh_hk\/wp-json\/wp\/v2\/media?parent=256166"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/zh_hk\/wp-json\/wp\/v2\/categories?post=256166"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/zh_hk\/wp-json\/wp\/v2\/tags?post=256166"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}