{"id":256352,"date":"2025-08-12T06:50:50","date_gmt":"2025-08-12T13:50:50","guid":{"rendered":"https:\/\/messengerbot.app\/mastering-service-desk-metrics-key-performance-indicators-customer-service-metrics-and-balanced-scorecards-explained\/"},"modified":"2025-08-12T06:50:50","modified_gmt":"2025-08-12T13:50:50","slug":"%e6%8e%8c%e6%8f%a1%e6%9c%8d%e5%8b%99%e5%8f%b0%e6%8c%87%e6%a8%99%e3%80%81%e9%97%9c%e9%8d%b5%e7%b8%be%e6%95%88%e6%8c%87%e6%a8%99%e3%80%81%e5%ae%a2%e6%88%b6%e6%9c%8d%e5%8b%99%e6%8c%87%e6%a8%99%e5%92%8c","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/zh_hk\/mastering-service-desk-metrics-key-performance-indicators-customer-service-metrics-and-balanced-scorecards-explained\/","title":{"rendered":"\u638c\u63e1\u670d\u52d9\u53f0\u6307\u6a19\uff1a\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u3001\u5ba2\u6236\u670d\u52d9\u6307\u6a19\u548c\u5e73\u8861\u8a08\u5206\u5361\u89e3\u91cb"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/zh_hk\/mastering-service-desk-metrics-key-performance-indicators-customer-service-metrics-and-balanced-scorecards-explained\/\" data-essbisposttitle=\"Mastering Service Desk Metrics: Key Performance Indicators, Customer Service Metrics, and Balanced Scorecards Explained\" data-essbishovercontainer=\"\"><div class=\"key-takeaways-box\">\n<h2>\u4e3b\u8981\u8981\u9ede<\/h2>\n<ul>\n<li>\u638c\u63e1 <strong>\u670d\u52d9\u53f0\u6307\u6a19<\/strong> \u5c0d\u65bc\u6539\u5584\u662f\u5fc5\u4e0d\u53ef\u5c11\u7684 <strong>\u5ba2\u6236\u652f\u6301<\/strong> \u548c\u904b\u71df\u6548\u7387\u3002<\/li>\n<li>\u95dc\u9375\u7e3e\u6548\u6307\u6a19 (<strong>KPI<\/strong>) \u50cf\u662f <strong>\u9996\u6b21\u806f\u7d61\u89e3\u6c7a\u7387<\/strong> \u4e26 <strong>\u5ba2\u6236\u6eff\u610f\u5ea6\u5206\u6578<\/strong> \u5c0d\u65bc\u8a55\u4f30\u670d\u52d9\u6709\u6548\u6027\u81f3\u95dc\u91cd\u8981\u3002<\/li>\n<li>\u5b9a\u671f\u5206\u6790 <strong>\u5ba2\u6236\u670d\u52d9\u6307\u6a19<\/strong> \u5e6b\u52a9\u7d44\u7e54\u8b58\u5225\u6539\u9032\u9818\u57df\uff0c\u5f9e\u800c\u63d0\u5347\u7528\u6236\u9ad4\u9a57\u3002<\/li>\n<li>\u9019\u500b <strong>\u5e73\u8861\u8a08\u5206\u5361<\/strong> \u65b9\u6cd5\u63d0\u4f9b\u4e86\u4e00\u500b\u5168\u9762\u7684\u6846\u67b6\uff0c\u7528\u65bc\u8861\u91cf\u670d\u52d9\u53f0\u5728\u591a\u500b\u89d2\u5ea6\u7684\u8868\u73fe\u3002<\/li>\n<li>\u5be6\u65bd\u81ea\u52d5\u5316\u5de5\u5177\uff0c\u4f8b\u5982 <strong>Messenger \u6a5f\u5668\u4eba<\/strong>, \u53ef\u4ee5\u986f\u8457\u964d\u4f4e\u904b\u71df\u6210\u672c\uff0c\u540c\u6642\u63d0\u9ad8\u670d\u52d9\u6548\u7387\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>\u670d\u52d9\u53f0\u6307\u6a19<\/strong> \u5c0d\u65bc\u65e8\u5728\u63d0\u5347\u5ba2\u6236\u652f\u6301\u548c\u904b\u71df\u6548\u7387\u7684\u7d44\u7e54\u4f86\u8aaa\u81f3\u95dc\u91cd\u8981\u3002\u672c\u6587\u6df1\u5165\u63a2\u8a0e\u4e86\u5b9a\u7fa9\u670d\u52d9\u53f0\u6210\u529f\u7684\u57fa\u672c\u8981\u7d20\uff0c\u63d0\u4f9b\u4e86\u5c0d\u65bc <strong>\u95dc\u9375\u7e3e\u6548\u6307\u6a19 (KPI)<\/strong> \u6700\u91cd\u8981\u7684\u6307\u6a19\u7684\u898b\u89e3\u3002\u6211\u5011\u5c07\u63a2\u8a0e\u5ba2\u6236\u670d\u52d9\u7684\u56db\u500b\u57fa\u672c\u6307\u6a19\uff0c\u78ba\u5b9a\u63a8\u52d5\u6709\u6548\u670d\u52d9\u53f0\u5831\u544a\u6307\u6a19\u7684\u4e94\u500b\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff0c\u4e26\u4ecb\u7d39\u91dd\u5c0d\u670d\u52d9\u53f0\u91cf\u8eab\u5b9a\u5236\u7684\u5e73\u8861\u8a08\u5206\u5361\u6982\u5ff5\u3002\u6b64\u5916\uff0c\u6211\u5011\u5c07\u63d0\u4f9b\u5be6\u969b\u7684\u5e6b\u52a9\u53f0 KPI \u4f8b\u5b50\uff0c\u4e26\u8a0e\u8ad6\u670d\u52d9\u53f0\u5206\u6790\u5728\u7e3e\u6548\u6539\u9032\u4e2d\u7684\u91cd\u8981\u6027\u3002\u5230\u672c\u6587\u7d50\u675f\u6642\uff0c\u60a8\u5c07\u5168\u9762\u4e86\u89e3\u5982\u4f55\u5229\u7528 <strong>\u5ba2\u6236\u670d\u52d9\u6307\u6a19<\/strong> \u6700\u91cd\u8981\u7684\u4e8b\u60c5\u3002\u6211\u5011\u5c07\u63a2\u8a0e\u5ba2\u6236\u670d\u52d9\u7684\u56db\u500b\u57fa\u672c\u6307\u6a19\uff0c\u78ba\u5b9a\u9a45\u52d5\u6709\u6548\u670d\u52d9\u53f0\u5831\u544a\u6307\u6a19\u7684\u4e94\u500b\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff0c\u4e26\u4ecb\u7d39\u91dd\u5c0d\u670d\u52d9\u53f0\u91cf\u8eab\u5b9a\u5236\u7684\u5e73\u8861\u8a08\u5206\u5361\u6982\u5ff5\u3002\u6b64\u5916\uff0c\u6211\u5011\u5c07\u63d0\u4f9b\u5be6\u969b\u7684\u5e6b\u52a9\u53f0 KPI \u4f8b\u5b50\uff0c\u4e26\u8a0e\u8ad6\u670d\u52d9\u53f0\u5206\u6790\u5728\u7e3e\u6548\u6539\u9032\u4e2d\u7684\u91cd\u8981\u6027\u3002\u5230\u672c\u6587\u7d50\u675f\u6642\uff0c\u60a8\u5c07\u5168\u9762\u4e86\u89e3\u5982\u4f55\u5229\u7528 <strong>\u670d\u52d9\u53f0\u6307\u6a19<\/strong> \u4f86\u512a\u5316\u60a8\u7684\u652f\u6301\u904b\u71df\u4e26\u63d0\u5347\u5ba2\u6236\u6eff\u610f\u5ea6\u3002<\/p>\n<h1>\u670d\u52d9\u53f0\u7684 KPI \u662f\u4ec0\u9ebc\uff1f<\/h1>\n<h2>\u7406\u89e3\u670d\u52d9\u53f0\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19 (KPI)<\/h2>\n<p>\u670d\u52d9\u53f0\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff08KPI\uff09\u662f\u5e6b\u52a9\u7d44\u7e54\u8861\u91cf\u5176 IT \u652f\u63f4\u904b\u4f5c\u7684\u6709\u6548\u6027\u548c\u6548\u7387\u7684\u91cd\u8981\u6307\u6a19\u3002\u9019\u4e9b KPI \u63d0\u4f9b\u4e86\u6709\u95dc\u670d\u52d9\u8cea\u91cf\u3001\u7528\u6236\u6eff\u610f\u5ea6\u548c\u904b\u71df\u7e3e\u6548\u7684\u5bf6\u8cb4\u898b\u89e3\u3002\u4ee5\u4e0b\u662f\u4e00\u4e9b\u9700\u8981\u8003\u616e\u7684\u91cd\u8981 KPI\uff1a<\/p>\n<ul>\n<li><strong>\u9996\u6b21\u806f\u7d61\u89e3\u6c7a\u7387 (FCR)<\/strong>: \u6b64\u6307\u6a19\u8861\u91cf\u5728\u8207\u670d\u52d9\u53f0\u7684\u7b2c\u4e00\u6b21\u4e92\u52d5\u4e2d\u89e3\u6c7a\u554f\u984c\u7684\u767e\u5206\u6bd4\u3002\u9ad8\u9996\u6b21\u89e3\u6c7a\u7387\uff08FCR\uff09\u8868\u793a\u6709\u6548\u7684\u554f\u984c\u89e3\u6c7a\uff0c\u4e26\u6709\u52a9\u65bc\u63d0\u9ad8\u7528\u6236\u6eff\u610f\u5ea6\u3002<\/li>\n<li><strong>\u5e73\u5747\u8655\u7406\u6642\u9593 (AHT)<\/strong>: \u5e73\u5747\u8655\u7406\u6642\u9593\uff08AHT\uff09\u8ddf\u8e2a\u89e3\u6c7a\u5de5\u55ae\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\uff0c\u5305\u62ec\u901a\u8a71\u6642\u9593\u548c\u5f8c\u7e8c\u884c\u52d5\u3002\u512a\u5316 AHT \u53ef\u4ee5\u63d0\u9ad8\u6548\u7387\u4e26\u964d\u4f4e\u904b\u71df\u6210\u672c\u3002<\/li>\n<li><strong>\u5ba2\u6236\u6eff\u610f\u5ea6\u5f97\u5206 (CSAT)<\/strong>: \u6b64 KPI \u901a\u904e\u4e92\u52d5\u5f8c\u7684\u8abf\u67e5\u4f86\u8861\u91cf\u7528\u6236\u6eff\u610f\u5ea6\u3002\u9ad8\u5ba2\u6236\u6eff\u610f\u5ea6\uff08CSAT\uff09\u5f97\u5206\u53cd\u6620\u4e86\u7a4d\u6975\u7684\u7528\u6236\u9ad4\u9a57\u548c\u6709\u6548\u7684\u670d\u52d9\u4ea4\u4ed8\u3002<\/li>\n<li><strong>\u5de5\u55ae\u6578\u91cf<\/strong>: \u76e3\u63a7\u5728\u7279\u5b9a\u671f\u9593\u5167\u6536\u5230\u7684\u5de5\u55ae\u6578\u91cf\u6709\u52a9\u65bc\u8a55\u4f30\u5de5\u4f5c\u8ca0\u8f09\u548c\u8cc7\u6e90\u5206\u914d\u3002\u5206\u6790\u5de5\u55ae\u91cf\u7684\u8da8\u52e2\u53ef\u4ee5\u70ba\u4eba\u54e1\u914d\u7f6e\u548c\u57f9\u8a13\u9700\u6c42\u63d0\u4f9b\u4fe1\u606f\u3002<\/li>\n<li><strong>\u89e3\u6c7a\u6642\u9593<\/strong>: \u6b64\u6307\u6a19\u8861\u91cf\u89e3\u6c7a\u554f\u984c\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002\u8f03\u77ed\u7684\u89e3\u6c7a\u6642\u9593\u901a\u5e38\u8207\u66f4\u9ad8\u7684\u7528\u6236\u6eff\u610f\u5ea6\u548c\u904b\u71df\u6548\u7387\u76f8\u95dc\u3002<\/li>\n<li><strong>\u670d\u52d9\u6c34\u5e73\u5354\u8b70\uff08SLA\uff09\u5408\u898f\u6027<\/strong>: \u6b64 KPI \u8ddf\u8e2a\u5728\u7d04\u5b9a\u7684\u6642\u9593\u7bc4\u570d\u5167\u89e3\u6c7a\u7684\u5de5\u55ae\u767e\u5206\u6bd4\u3002\u9ad8 SLA \u5408\u898f\u6027\u8868\u660e\u53ef\u9760\u6027\u548c\u5c0d\u670d\u52d9\u8cea\u91cf\u7684\u627f\u8afe\u3002<\/li>\n<li><strong>\u5347\u7d1a\u7387<\/strong>: \u9019\u8861\u91cf\u9700\u8981\u5347\u7d1a\u5230\u66f4\u9ad8\u652f\u6301\u5c64\u7d1a\u7684\u7968\u8b49\u767e\u5206\u6bd4\u3002\u8f03\u4f4e\u7684\u5347\u7d1a\u7387\u8868\u660e\u524d\u7dda\u652f\u6301\u548c\u77e5\u8b58\u7ba1\u7406\u6709\u6548\u3002<\/li>\n<li><strong>\u91cd\u8907\u4e8b\u4ef6<\/strong>: \u8ffd\u8e64\u91cd\u8907\u554f\u984c\u7684\u6578\u91cf\u53ef\u4ee5\u5e6b\u52a9\u8b58\u5225\u6f5b\u5728\u554f\u984c\u548c\u670d\u52d9\u4ea4\u4ed8\u4e2d\u7684\u6539\u9032\u9818\u57df\u3002<\/li>\n<li><strong>\u54e1\u5de5\u6eff\u610f\u5ea6<\/strong>: \u8861\u91cf\u670d\u52d9\u53f0\u54e1\u5de5\u7684\u6eff\u610f\u5ea6\u53ef\u4ee5\u5f71\u97ff\u8868\u73fe\u548c\u670d\u52d9\u8cea\u91cf\u3002\u5feb\u6a02\u7684\u54e1\u5de5\u66f4\u6709\u53ef\u80fd\u63d0\u4f9b\u66f4\u597d\u7684\u652f\u6301\u3002<\/li>\n<li><strong>\u6bcf\u7968\u6210\u672c<\/strong>: \u6b64KPI\u8a08\u7b97\u89e3\u6c7a\u4e00\u500b\u7968\u8b49\u6240\u7522\u751f\u7684\u7e3d\u6210\u672c\uff0c\u5e6b\u52a9\u7d44\u7e54\u8a55\u4f30\u5176\u670d\u52d9\u53f0\u904b\u71df\u7684\u8ca1\u52d9\u6548\u7387\u3002<\/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\u5c0d\u5e38\u898b\u67e5\u8a62\u7684\u56de\u61c9\u4f86\u63d0\u9ad8\u670d\u52d9\u53f0\u6548\u7387\uff0c\u5f9e\u800c\u6539\u5584FCR\u4e26\u6e1b\u5c11AHT\u3002\u6839\u64daGartner\u7684\u4e00\u9805\u7814\u7a76\uff0c\u5be6\u65bdAI\u9a45\u52d5\u804a\u5929\u6a5f\u5668\u4eba\u7684\u7d44\u7e54\u53ef\u4ee5\u5c07\u904b\u71df\u6210\u672c\u964d\u4f4e\u9ad8\u905430%\uff0c\u540c\u6642\u6539\u5584\u7528\u6236\u53c3\u8207\u5ea6\uff08Gartner\uff0c2021\u5e74\uff09\u3002<\/p>\n<h2>KPI\u5728\u670d\u52d9\u53f0\u6307\u6a19\u4e2d\u7684\u91cd\u8981\u6027<\/h2>\n<p>\u4e86\u89e3KPI\u5728\u670d\u52d9\u53f0\u6307\u6a19\u4e2d\u7684\u91cd\u8981\u6027\u5c0d\u65bc\u4efb\u4f55\u65e8\u5728\u63d0\u5347\u5176IT\u652f\u6301\u904b\u71df\u7684\u7d44\u7e54\u4f86\u8aaa\u90fd\u662f\u81f3\u95dc\u91cd\u8981\u7684\u3002KPI\u4e0d\u50c5\u63d0\u4f9b\u4e86\u8861\u91cf\u8868\u73fe\u7684\u6846\u67b6\uff0c\u9084\u6307\u5c0e\u6230\u7565\u6c7a\u7b56\u3002\u901a\u904e\u5c08\u6ce8\u65bc\u9019\u4e9b\u6307\u6a19\uff0c\u7d44\u7e54\u53ef\u4ee5\uff1a<\/p>\n<ul>\n<li><strong>\u6539\u5584\u670d\u52d9\u8cea\u91cf<\/strong>: \u5b9a\u671f\u76e3\u63a7 KPI \u4f7f\u670d\u52d9\u53f0\u80fd\u5920\u8b58\u5225\u9700\u8981\u6539\u9032\u7684\u9818\u57df\uff0c\u5f9e\u800c\u63d0\u9ad8\u670d\u52d9\u8cea\u91cf\u548c\u7528\u6236\u6eff\u610f\u5ea6\u3002<\/li>\n<li><strong>\u512a\u5316\u8cc7\u6e90\u914d\u7f6e<\/strong>: \u5206\u6790\u5de5\u55ae\u91cf\u548c\u89e3\u6c7a\u6642\u9593\u6709\u52a9\u65bc\u6709\u6548\u914d\u7f6e\u8cc7\u6e90\uff0c\u78ba\u4fdd\u670d\u52d9\u53f0\u9ad8\u6548\u904b\u4f5c\u3002<\/li>\n<li><strong>\u63d0\u5347\u7528\u6236\u9ad4\u9a57<\/strong>: \u901a\u904e\u8ffd\u8e64 CSAT \u548c FCR \u7b49\u6307\u6a19\uff0c\u7d44\u7e54\u53ef\u4ee5\u5c0d\u5176\u6d41\u7a0b\u9032\u884c\u660e\u667a\u7684\u8abf\u6574\uff0c\u6700\u7d42\u6539\u5584\u7528\u6236\u9ad4\u9a57\u3002<\/li>\n<li><strong>\u63a8\u52d5\u6301\u7e8c\u6539\u9032<\/strong>: KPI \u4fc3\u9032\u6301\u7e8c\u6539\u9032\u7684\u6587\u5316\uff0c\u901a\u904e\u63d0\u4f9b\u53ef\u884c\u7684\u898b\u89e3\u4f86\u7cbe\u7149\u6d41\u7a0b\u548c\u57f9\u8a13\u3002<\/li>\n<\/ul>\n<p>\u7e3d\u4e4b\uff0c\u5728\u670d\u52d9\u53f0\u6307\u6a19\u4e2d\u5229\u7528 KPI \u5c0d\u65bc\u5be6\u73fe\u904b\u71df\u5353\u8d8a\u548c\u78ba\u4fdd\u9ad8\u6c34\u5e73\u7684\u7528\u6236\u6eff\u610f\u5ea6\u81f3\u95dc\u91cd\u8981\u3002<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/\" alt=\"\" title=\"\"><\/img><\/p>\n<h2>\u5ba2\u6236\u670d\u52d9\u7684\u56db\u500b\u6307\u6a19\u662f\u4ec0\u9ebc\uff1f<\/h2>\n<p>\u8981\u6709\u6548\u8861\u91cf\u5ba2\u6236\u670d\u52d9\u7e3e\u6548\uff0c\u91cd\u9ede\u95dc\u6ce8\u63d0\u4f9b\u6548\u7387\u548c\u5ba2\u6236\u6eff\u610f\u5ea6\u898b\u89e3\u7684\u95dc\u9375\u6307\u6a19\u81f3\u95dc\u91cd\u8981\u3002\u4ee5\u4e0b\u662f\u56db\u500b\u95dc\u9375\u7684\u5ba2\u6236\u670d\u52d9\u6307\u6a19\uff1a<\/p>\n<ol>\n<li><strong>\u9996\u6b21\u806f\u7d61\u89e3\u6c7a\u7387 (FCR)<\/strong>: \u6b64\u6307\u6a19\u8861\u91cf\u7b2c\u4e00\u6b21\u4e92\u52d5\u4e2d\u89e3\u6c7a\u7684\u5ba2\u6236\u67e5\u8a62\u767e\u5206\u6bd4\u3002\u9ad8 FCR \u8868\u793a\u670d\u52d9\u6709\u6548\uff0c\u4e26\u80fd\u63d0\u9ad8\u5ba2\u6236\u6eff\u610f\u5ea6\u548c\u5fe0\u8aa0\u5ea6\u3002\u6839\u64da\u5ba2\u6236\u806f\u7d61\u59d4\u54e1\u6703\u7684\u7814\u7a76\uff0c\u6539\u5584 FCR \u53ef\u4ee5\u986f\u8457\u63d0\u9ad8\u5ba2\u6236\u4fdd\u7559\u7387\u3002<\/li>\n<li><strong>\u5e73\u5747\u56de\u61c9\u6642\u9593 (ART)<\/strong>: \u6b64\u6307\u6a19\u8ffd\u8e64\u56de\u61c9\u5ba2\u6236\u8a62\u554f\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002\u5728\u7576\u4eca\u5feb\u901f\u8b8a\u5316\u7684\u74b0\u5883\u4e2d\uff0c\u5feb\u901f\u7684\u56de\u61c9\u6642\u9593\u81f3\u95dc\u91cd\u8981\uff0c\u56e0\u70ba\u5b83\u5011\u76f4\u63a5\u5f71\u97ff\u5ba2\u6236\u6eff\u610f\u5ea6\u3002\u4f86\u81ea HubSpot \u7684\u7814\u7a76\u986f\u793a\uff0c90% \u7684\u5ba2\u6236\u671f\u671b\u7acb\u5373\u56de\u61c9\uff0c\u4f7f\u5f97\u6b64\u6307\u6a19\u5c0d\u65bc\u5ba2\u670d\u5718\u968a\u81f3\u95dc\u91cd\u8981\u3002<\/li>\n<li><strong>\u4e0b\u4e00\u500b\u554f\u984c\u907f\u514d (NIA)<\/strong>: NIA \u8861\u91cf\u5ba2\u670d\u4ee3\u8868\u89e3\u6c7a\u554f\u984c\u7684\u80fd\u529b\uff0c\u4ee5\u9632\u6b62\u672a\u4f86\u554f\u984c\u7684\u767c\u751f\u3002\u6b64\u6307\u6a19\u5c0d\u65bc\u7406\u89e3\u670d\u52d9\u4e92\u52d5\u7684\u6709\u6548\u6027\u81f3\u95dc\u91cd\u8981\uff0c\u4e26\u4e14\u53ef\u4ee5\u6e1b\u5c11\u5f8c\u7e8c\u8a62\u554f\u3002\u5be6\u65bd\u4e3b\u52d5\u6e9d\u901a\u7b56\u7565\u53ef\u4ee5\u63d0\u5347 NIA\uff0c\u6b63\u5982\u9ea5\u80af\u932b\u5831\u544a\u4e2d\u6240\u5f37\u8abf\u7684\u3002<\/li>\n<li><strong>\u5e73\u5747\u8655\u7406\u6642\u9593 (AHT)<\/strong>: AHT \u662f\u89e3\u6c7a\u5ba2\u6236\u554f\u984c\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\uff0c\u5305\u62ec\u901a\u8a71\u6642\u9593\u548c\u5f8c\u7e8c\u884c\u52d5\u3002\u96d6\u7136\u8f03\u77ed\u7684\u8655\u7406\u6642\u9593\u53ef\u4ee5\u986f\u793a\u6548\u7387\uff0c\u4f46\u5e73\u8861\u8cea\u91cf\u670d\u52d9\u4e5f\u5f88\u91cd\u8981\u3002Zendesk \u7684\u7814\u7a76\u5f37\u8abf\uff0c\u50c5\u50c5\u5c08\u6ce8\u65bc\u6e1b\u5c11 AHT \u53ef\u80fd\u6703\u5c0d\u5ba2\u6236\u6eff\u610f\u5ea6\u7522\u751f\u8ca0\u9762\u5f71\u97ff\uff0c\u5c24\u5176\u662f\u5728\u554f\u984c\u672a\u5f97\u5230\u5fb9\u5e95\u89e3\u6c7a\u7684\u60c5\u6cc1\u4e0b\u3002<\/li>\n<\/ol>\n<p>\u5c07\u9019\u4e9b\u6307\u6a19\u7d0d\u5165\u60a8\u7684\u5ba2\u670d\u7b56\u7565\u4e2d\uff0c\u53ef\u4ee5\u63d0\u4f9b\u5c0d\u7e3e\u6548\u548c\u6539\u9032\u9818\u57df\u7684\u5168\u9762\u4e86\u89e3\u3002\u6b32\u7372\u5f97\u66f4\u8a73\u7d30\u7684\u898b\u89e3\uff0c\u8003\u616e\u5229\u7528\u50cf <a href=\"https:\/\/messengerbot.app\/zh_hk\/\">Messenger \u6a5f\u5668\u4eba<\/a>, \u9019\u6a23\u7684\u5de5\u5177\uff0c\u53ef\u4ee5\u81ea\u52d5\u5316\u56de\u61c9\u4e26\u63d0\u9ad8\u6548\u7387\uff0c\u6700\u7d42\u63d0\u5347\u5ba2\u6236\u9ad4\u9a57\u3002<\/p>\n<h3>\u670d\u52d9\u53f0\u6307\u6a19\u7bc4\u4f8b\uff1a\u56db\u500b\u57fa\u672c\u6307\u6a19<\/h3>\n<p>\u5728\u8a0e\u8ad6\u670d\u52d9\u53f0\u6307\u6a19\u6642\uff0c\u4e86\u89e3\u9019\u56db\u500b\u5ba2\u6236\u670d\u52d9\u6307\u6a19\u5982\u4f55\u8f49\u5316\u70ba\u53ef\u884c\u7684\u898b\u89e3\u5c0d\u65bc\u60a8\u7684\u670d\u52d9\u53f0\u904b\u71df\u81f3\u95dc\u91cd\u8981\u3002\u901a\u904e\u5c08\u6ce8\u65bc\u9019\u4e9b\u6307\u6a19\uff0c\u60a8\u53ef\u4ee5\u63d0\u5347\u60a8\u7684 <a href=\"https:\/\/messengerbot.app\/zh_hk\/%e6%8e%8c%e6%8f%a1%e5%ae%a2%e6%9c%8d%e6%8c%87%e6%a8%99%e3%80%81%e9%97%9c%e9%8d%b5%e7%b8%be%e6%95%88%e6%8c%87%e6%a8%99%e3%80%81%e6%b8%ac%e9%87%8f%e7%ad%96%e7%95%a5%e5%8f%8a-it-%e6%94%af%e6%8f%b4\/\">\u670d\u52d9\u53f0\u5831\u544a\u6307\u6a19<\/a> \u4e26\u9a45\u52d5\u66f4\u597d\u7684\u7d50\u679c\u3002<\/p>\n<p>\u4f8b\u5982\uff0c\u8ffd\u8e64\u9996\u6b21\u806f\u7d61\u89e3\u6c7a\u7387\u53ef\u4ee5\u5e6b\u52a9\u8b58\u5225\u5718\u968a\u7684\u57f9\u8a13\u9700\u6c42\uff0c\u800c\u5e73\u5747\u56de\u61c9\u6642\u9593\u5247\u53ef\u4ee5\u7a81\u986f\u60a8\u7684\u6d41\u7a0b\u53ef\u80fd\u6eef\u5f8c\u7684\u5340\u57df\u3002\u4e0b\u4e00\u500b\u554f\u984c\u907f\u514d\u53ef\u4ee5\u70ba\u60a8\u7684\u77e5\u8b58\u5eab\u958b\u767c\u63d0\u4f9b\u4fe1\u606f\uff0c\u800c\u5e73\u5747\u8655\u7406\u6642\u9593\u53ef\u4ee5\u6307\u5c0e\u4eba\u54e1\u914d\u7f6e\u6c7a\u7b56\u3002\u901a\u904e\u5206\u6790\u9019\u4e9b\u6307\u6a19\uff0c\u60a8\u53ef\u4ee5\u5275\u5efa\u4e00\u500b\u66f4\u9ad8\u6548\u4e14\u4ee5\u5ba2\u6236\u70ba\u4e2d\u5fc3\u7684\u670d\u52d9\u53f0\u3002<\/p>\n<p>\u8981\u4e86\u89e3\u66f4\u591a\u6709\u95dc\u63d0\u5347\u670d\u52d9\u53f0\u6307\u6a19\u7684\u4fe1\u606f\uff0c\u8acb\u67e5\u770b <a href=\"https:\/\/messengerbot.app\/zh_hk\/free-trial-offer\/\">\u6211\u5011\u7684\u514d\u8cbb\u8a66\u7528\u512a\u60e0<\/a> \u4e26\u4e86\u89e3\u81ea\u52d5\u5316\u5982\u4f55\u7c21\u5316\u60a8\u7684\u904b\u71df\u3002<\/p>\n<h2>\u5ba2\u6236\u670d\u52d9\u7684\u4e94\u500b\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u662f\u4ec0\u9ebc\uff1f<\/h2>\n<p>\u4e86\u89e3\u4e94\u500b\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff08KPI\uff09\u5c0d\u65bc\u512a\u5316\u670d\u52d9\u53f0\u6307\u6a19\u81f3\u95dc\u91cd\u8981\u3002\u9019\u4e9bKPI\u63d0\u4f9b\u4e86\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\u901a\u904e\u5c08\u6ce8\u65bc\u9019\u4e9b\u6307\u6a19\uff0c\u4f01\u696d\u53ef\u4ee5\u63d0\u5347\u5176\u670d\u52d9\u4ea4\u4ed8\u4e26\u4fc3\u9032\u66f4\u5f37\u7684\u5ba2\u6236\u95dc\u4fc2\u3002<\/p>\n<h3>\u8b58\u5225\u4e94\u500b\u95dc\u9375\u7e3e\u6548\u6307\u6a19<\/h3>\n<p>\u4ee5\u4e0b\u662f\u8a55\u4f30\u5ba2\u6236\u670d\u52d9\u6709\u6548\u6027\u81f3\u95dc\u91cd\u8981\u7684\u4e94\u500b\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff1a<\/p>\n<ul>\n<li><strong>\u9867\u5ba2\u6eff\u610f\u5ea6\u5206\u6578 (CSAT)\uff1a<\/strong> \u6b64KPI\u8861\u91cf\u5ba2\u6236\u5c0d\u6240\u7372\u5f97\u670d\u52d9\u7684\u6eff\u610f\u5ea6\u3002\u901a\u5e38\u901a\u904e\u4e92\u52d5\u5f8c\u7684\u8abf\u67e5\u4f86\u8a55\u4f30\uff0c\u5ba2\u6236\u5728\u4e00\u500b\u7bc4\u570d\u5167\u8a55\u5206\u4ed6\u5011\u7684\u9ad4\u9a57\u3002\u9ad8CSAT\u5206\u6578\u8868\u793a\u6709\u6548\u7684\u670d\u52d9\u4ea4\u4ed8\u548c\u5ba2\u6236\u6eff\u610f\u5ea6\u3002<\/li>\n<li><strong>\u6de8\u63a8\u85a6\u503c (NPS)\uff1a<\/strong> NPS\u901a\u904e\u8a62\u554f\u5ba2\u6236\u63a8\u85a6\u8a72\u670d\u52d9\u7d66\u4ed6\u4eba\u7684\u53ef\u80fd\u6027\u4f86\u8861\u91cf\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u3002\u9019\u4e00\u6307\u6a19\u6709\u52a9\u65bc\u8b58\u5225\u54c1\u724c\u64c1\u8b77\u8005\u548c\u6539\u9032\u7684\u9818\u57df\u3002\u9ad8NPS\u53cd\u6620\u4e86\u5f37\u5927\u7684\u5ba2\u6236\u95dc\u4fc2\u548c\u6eff\u610f\u5ea6\u3002<\/li>\n<li><strong>\u9996\u6b21\u56de\u61c9\u6642\u9593\uff08FRT\uff09\uff1a<\/strong> \u6b64KPI\u8ddf\u8e2a\u5ba2\u6236\u670d\u52d9\u4ee3\u8868\u56de\u61c9\u5ba2\u6236\u67e5\u8a62\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002\u5feb\u901f\u7684\u56de\u61c9\u6642\u9593\u5c0d\u65bc\u5ba2\u6236\u6eff\u610f\u5ea6\u81f3\u95dc\u91cd\u8981\uff0c\u56e0\u70ba\u5b83\u5011\u8868\u660e\u4e86\u6548\u7387\u548c\u95dc\u6ce8\u5ea6\u3002<\/li>\n<li><strong>\u89e3\u6c7a\u6642\u9593\uff1a<\/strong> \u9019\u8861\u91cf\u4e86\u89e3\u6c7a\u5ba2\u6236\u554f\u984c\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002\u8f03\u77ed\u7684\u89e3\u6c7a\u6642\u9593\u901a\u5e38\u8207\u8f03\u9ad8\u7684\u5ba2\u6236\u6eff\u610f\u5ea6\u76f8\u95dc\uff0c\u56e0\u70ba\u5b83\u5011\u53cd\u6620\u4e86\u652f\u6301\u5718\u968a\u53ca\u6642\u89e3\u6c7a\u554f\u984c\u7684\u6709\u6548\u6027\u3002<\/li>\n<li><strong>\u5ba2\u6236\u52aa\u529b\u6307\u6578 (CES):<\/strong> CES\u8a55\u4f30\u5ba2\u6236\u89e3\u6c7a\u554f\u984c\u7684\u96e3\u6613\u7a0b\u5ea6\u3002\u8f03\u4f4e\u7684\u52aa\u529b\u5206\u6578\u8868\u660e\u5ba2\u6236\u767c\u73fe\u8207\u670d\u52d9\u5718\u968a\u4e92\u52d5\u5f88\u5bb9\u6613\uff0c\u9019\u53ef\u80fd\u5c0e\u81f4\u5fe0\u8aa0\u5ea6\u548c\u6eff\u610f\u5ea6\u7684\u63d0\u9ad8\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\u548c\u652f\u6301\u4f86\u63d0\u5347\u9019\u4e9b KPI\uff0c\u5f9e\u800c\u6539\u5584 FRT \u548c\u6574\u9ad4\u5ba2\u6236\u9ad4\u9a57\u3002\u6839\u64da Gartner \u7684\u4e00\u9805\u7814\u7a76\uff0c\u5be6\u65bd AI \u9a45\u52d5\u7684\u804a\u5929\u6a5f\u5668\u4eba\u7684\u7d44\u7e54\u53ef\u4ee5\u5c07\u5ba2\u6236\u670d\u52d9\u6210\u672c\u964d\u4f4e\u591a\u9054 30%\uff0c\u540c\u6642\u6539\u5584\u56de\u61c9\u6642\u9593\u3002\u6b32\u4e86\u89e3\u66f4\u591a\uff0c\u8acb\u8003\u616e\u63a2\u7d22\u4f86\u81ea <a href=\"https:\/\/www.csia.com.au\/\" target=\"_blank\" rel=\"noopener\">\u5ba2\u6236\u670d\u52d9\u5b78\u6703<\/a> \u548c <a href=\"https:\/\/www.theacsi.org\/\" target=\"_blank\" rel=\"noopener\">\u7f8e\u570b\u9867\u5ba2\u6eff\u610f\u5ea6\u6307\u6578<\/a>, \u63d0\u4f9b\u6709\u95dc\u5ba2\u6236\u670d\u52d9\u7e3e\u6548\u6307\u6a19\u7684\u6df1\u5165\u5206\u6790\u548c\u57fa\u6e96\u3002<\/p>\n<h3>\u670d\u52d9\u53f0\u6307\u6a19 KPI\uff1a\u6df1\u5165\u63a2\u8a0e<\/h3>\n<p>\u6df1\u5165\u4e86\u89e3\u670d\u52d9\u53f0\u6307\u6a19\uff0c\u4e86\u89e3\u5982\u4f55\u6709\u6548\u5730\u6e2c\u91cf\u548c\u5229\u7528\u9019\u4e9b KPI \u662f\u81f3\u95dc\u91cd\u8981\u7684\u3002\u6bcf\u500b KPI \u90fd\u6709\u7279\u5b9a\u7684\u76ee\u7684\uff0c\u4e26\u53ef\u4ee5\u4f7f\u7528\u5404\u7a2e\u5de5\u5177\u548c\u65b9\u6cd5\u9032\u884c\u8ddf\u8e64\uff1a<\/p>\n<ul>\n<li><strong>\u9867\u5ba2\u6eff\u610f\u5ea6\u5206\u6578 (CSAT)\uff1a<\/strong> \u5229\u7528\u4e92\u52d5\u5f8c\u8abf\u67e5\u6536\u96c6\u53cd\u994b\u4e26\u8a08\u7b97\u5e73\u5747\u6eff\u610f\u5ea6\u5206\u6578\u3002<\/li>\n<li><strong>\u6de8\u63a8\u85a6\u503c (NPS)\uff1a<\/strong> \u5b9a\u671f\u9032\u884c\u8abf\u67e5\uff0c\u8a62\u554f\u5ba2\u6236\u4ed6\u5011\u63a8\u85a6\u60a8\u670d\u52d9\u7684\u53ef\u80fd\u6027\uff0c\u4e26\u5206\u6790\u7d50\u679c\u4ee5\u8a55\u4f30\u5fe0\u8aa0\u5ea6\u3002<\/li>\n<li><strong>\u9996\u6b21\u56de\u61c9\u6642\u9593\uff08FRT\uff09\uff1a<\/strong> \u76e3\u63a7\u7968\u52d9\u7cfb\u7d71\u4ee5\u8ddf\u8e64\u5f9e\u7968\u64da\u5275\u5efa\u5230\u9996\u6b21\u56de\u61c9\u6240\u9700\u7684\u6642\u9593\u3002<\/li>\n<li><strong>\u89e3\u6c7a\u6642\u9593\uff1a<\/strong> \u5206\u6790\u652f\u6301\u7968\u64da\u4ee5\u78ba\u5b9a\u89e3\u6c7a\u554f\u984c\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\uff0c\u65e8\u5728\u6301\u7e8c\u6539\u9032\u3002<\/li>\n<li><strong>\u5ba2\u6236\u52aa\u529b\u6307\u6578 (CES):<\/strong> \u5be6\u65bd\u8abf\u67e5\uff0c\u8a62\u554f\u5ba2\u6236\u5c0d\u5176\u670d\u52d9\u9ad4\u9a57\u7684\u4fbf\u5229\u6027\u9032\u884c\u8a55\u5206\uff0c\u5e6b\u52a9\u8b58\u5225\u6539\u9032\u7684\u9818\u57df\u3002<\/li>\n<\/ul>\n<p>\u901a\u904e\u5c08\u6ce8\u65bc\u9019\u4e9b\u670d\u52d9\u53f0\u5831\u544a\u6307\u6a19\uff0c\u4f01\u696d\u53ef\u4ee5\u63d0\u5347\u5176\u904b\u71df\u6548\u7387\u4e26\u6539\u5584\u5ba2\u6236\u6eff\u610f\u5ea6\u3002\u6b32\u4e86\u89e3\u66f4\u591a\u6709\u95dc\u638c\u63e1\u5e6b\u52a9\u53f0\u6307\u6a19\u7684\u898b\u89e3\uff0c\u8acb\u67e5\u770b <a href=\"https:\/\/messengerbot.app\/zh_hk\/%e6%8e%8c%e6%8f%a1%e5%ae%a2%e6%9c%8d%e6%8c%87%e6%a8%99%e3%80%81%e9%97%9c%e9%8d%b5%e7%b8%be%e6%95%88%e6%8c%87%e6%a8%99%e3%80%81%e6%b8%ac%e9%87%8f%e7%ad%96%e7%95%a5%e5%8f%8a-it-%e6%94%af%e6%8f%b4\/\" target=\"_blank\">\u638c\u63e1\u5ba2\u670d\u6307\u6a19<\/a>.<\/p>\n<h2>\u670d\u52d9\u53f0\u7684\u5e73\u8861\u8a08\u5206\u5361\u662f\u4ec0\u9ebc\uff1f<\/h2>\n<p>\u670d\u52d9\u53f0\u7684\u5e73\u8861\u8a08\u5206\u5361\u662f\u4e00\u7a2e\u6230\u7565\u7ba1\u7406\u5de5\u5177\uff0c\u63d0\u4f9b\u4e86\u4e00\u500b\u5168\u9762\u7684\u6846\u67b6\u4f86\u8861\u91cf\u548c\u6539\u5584\u670d\u52d9\u53f0\u7684\u8868\u73fe\u3002\u5b83\u6574\u5408\u4e86\u56db\u500b\u8996\u89d2\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff08KPI\uff09\uff1a\u8ca1\u52d9\u3001\u5ba2\u6236\u3001\u5167\u90e8\u6d41\u7a0b\u4ee5\u53ca\u5b78\u7fd2\u8207\u6210\u9577\u3002\u9019\u7a2e\u65b9\u6cd5\u78ba\u4fdd\u670d\u52d9\u53f0\u6307\u6a19\u8207\u7d44\u7e54\u76ee\u6a19\u4fdd\u6301\u4e00\u81f4\uff0c\u63d0\u5347\u6574\u9ad4\u6548\u80fd\u3002<\/p>\n<h3>\u5e73\u8861\u8a08\u5206\u5361\u6982\u5ff5\u4ecb\u7d39<\/h3>\n<p>\u5e73\u8861\u8a08\u5206\u5361\u6982\u5ff5\u5fb9\u5e95\u6539\u8b8a\u4e86\u7d44\u7e54\u8a55\u4f30\u5176\u670d\u52d9\u53f0\u8868\u73fe\u7684\u65b9\u5f0f\u3002\u901a\u904e\u95dc\u6ce8\u591a\u500b\u8996\u89d2\uff0c\u5b83\u4f7f\u5f97\u5c0d\u670d\u52d9\u53f0\u904b\u4f5c\u7684\u7406\u89e3\u66f4\u52a0\u7d30\u7dfb\u3002\u6bcf\u500b\u8996\u89d2\u90fd\u6709\u52a9\u65bc\u5f62\u6210\u5c0d\u8868\u73fe\u7684\u6574\u9ad4\u770b\u6cd5\uff0c\u78ba\u4fdd\u6c92\u6709\u55ae\u4e00\u9818\u57df\u88ab\u5ffd\u8996\u3002\u9019\u4e00\u6846\u67b6\u4e0d\u50c5\u6709\u52a9\u65bc\u8ffd\u8e64\u670d\u52d9\u53f0\u5831\u544a\u6307\u6a19\uff0c\u9084\u6709\u52a9\u65bc\u6230\u7565\u6c7a\u7b56\u3002<\/p>\n<h3>\u70ba\u670d\u52d9\u53f0\u6307\u6a19\u5be6\u65bd\u5e73\u8861\u8a08\u5206\u5361<\/h3>\n<p>\u70ba\u6709\u6548\u5be6\u65bd\u670d\u52d9\u53f0\u6307\u6a19\u7684\u5e73\u8861\u8a08\u5206\u5361\uff0c\u7d44\u7e54\u61c9\u9075\u5faa\u4ee5\u4e0b\u6b65\u9a5f\uff1a<\/p>\n<ul>\n<li><strong>\u5b9a\u7fa9\u76ee\u6a19\uff1a<\/strong> \u6e05\u695a\u6982\u8ff0\u670d\u52d9\u53f0\u5728\u6240\u6709\u56db\u500b\u8996\u89d2\u4e0a\u65e8\u5728\u5be6\u73fe\u7684\u76ee\u6a19\u3002<\/li>\n<li><strong>\u9078\u64c7\u76f8\u95dc\u6307\u6a19\uff1a<\/strong> \u9078\u64c7\u8207\u6bcf\u500b\u8996\u89d2\u5c0d\u61c9\u7684\u5177\u9ad4KPI\u3002\u4f8b\u5982\uff0c\u5728\u8ca1\u52d9\u8996\u89d2\u4e0b\uff0c\u6bcf\u7968\u6210\u672c\u548c\u6295\u8cc7\u56de\u5831\u7387\u7b49\u6307\u6a19\u81f3\u95dc\u91cd\u8981\u3002<\/li>\n<li><strong>\u5b9a\u671f\u6aa2\u8996\uff1a<\/strong> \u5efa\u7acb\u4e00\u500b\u5b9a\u671f\u6aa2\u8996\u5e73\u8861\u8a08\u5206\u5361\u7684\u4f8b\u884c\u7a0b\u5e8f\uff0c\u4ee5\u9069\u61c9\u4e0d\u65b7\u8b8a\u5316\u7684\u5546\u696d\u74b0\u5883\u4e26\u6301\u7e8c\u6539\u5584\u670d\u52d9\u8cea\u91cf\u3002<\/li>\n<li><strong>\u53c3\u8207\u5229\u76ca\u76f8\u95dc\u8005\uff1a<\/strong> \u8b93\u5718\u968a\u6210\u54e1\u548c\u5229\u76ca\u76f8\u95dc\u8005\u53c3\u8207\u904e\u7a0b\uff0c\u4ee5\u78ba\u4fdd\u4ed6\u5011\u7684\u652f\u6301\u548c\u5c0d\u76ee\u6a19\u7684\u5171\u540c\u7406\u89e3\u3002<\/li>\n<\/ul>\n<p>\u901a\u904e\u5c07\u5e73\u8861\u8a08\u5206\u5361\u7d0d\u5165\u670d\u52d9\u53f0\u7ba1\u7406\uff0c\u7d44\u7e54\u53ef\u4ee5\u5c07\u5176\u904b\u71df\u6d3b\u52d5\u8207\u6230\u7565\u76ee\u6a19\u5c0d\u9f4a\uff0c\u78ba\u4fdd\u5c0d\u7e3e\u6548\u7684\u6574\u9ad4\u8996\u89d2\u3002\u9019\u7a2e\u65b9\u6cd5\u4e0d\u50c5\u589e\u5f37\u4e86\u670d\u52d9\u53f0\u6307\u6a19\uff0c\u9084\u63a8\u52d5\u4e86\u6574\u9ad4\u7d44\u7e54\u7684\u6210\u529f\u3002<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/08\/service-desk-metrics-355462.png\" alt=\"\" title=\"\"><\/img><\/p>\n<h2>\u5e6b\u52a9\u53f0 KPI \u7684\u4e00\u500b\u4f8b\u5b50\u662f\u4ec0\u9ebc\uff1f<\/h2>\n<p>\u4e00\u500b\u7a81\u51fa\u7684\u5e6b\u52a9\u53f0 KPI \u662f\u4ee3\u7406\u5229\u7528\u7387\uff0c\u5b83\u8861\u91cf\u5e6b\u52a9\u53f0\u4ee3\u7406\u7684\u6548\u7387\u548c\u751f\u7522\u529b\u3002\u9019\u500b KPI \u53ef\u4ee5\u901a\u904e\u5c08\u9580\u7684\u8edf\u9ad4\u4f86\u76e3\u63a7\uff0c\u8a72\u8edf\u9ad4\u8ddf\u8e64\u6bcf\u4f4d\u4ee3\u7406\u7684\u5de5\u4f5c\u91cf\uff0c\u63d0\u4f9b\u6709\u95dc\u4ed6\u5011\u5982\u4f55\u6709\u6548\u7ba1\u7406\u6642\u9593\u548c\u8cc7\u6e90\u7684\u898b\u89e3\u3002<\/p>\n<p>\u4ee3\u7406\u5229\u7528\u7387\u7684\u95dc\u9375\u65b9\u9762\u5305\u62ec\uff1a<\/p>\n<ol>\n<li><strong>\u5de5\u4f5c\u91cf\u8a55\u4f30\uff1a<\/strong> \u8a72\u8edf\u9ad4\u5206\u6790\u6bcf\u4f4d\u4ee3\u7406\u8655\u7406\u7684\u7968\u64da\u6578\u91cf\uff0c\u4f7f\u7d93\u7406\u80fd\u5920\u8b58\u5225\u9ad8\u6548\u80fd\u8005\u4ee5\u53ca\u90a3\u4e9b\u53ef\u80fd\u9700\u8981\u984d\u5916\u652f\u6301\u6216\u57f9\u8a13\u7684\u4eba\u3002<\/li>\n<li><strong>\u6210\u529f\u6307\u6a19\uff1a<\/strong> \u5b83\u8a55\u4f30\u4ee3\u7406\u591a\u983b\u7e41\u5730\u9054\u5230\u65e2\u5b9a\u7684\u7e3e\u6548\u53c3\u6578\uff0c\u4f8b\u5982\u5728\u7279\u5b9a\u6642\u9593\u5167\u89e3\u6c7a\u5ba2\u6236\u8a62\u554f\uff0c\u901a\u5e38\u76ee\u6a19\u662f\u5728 10 \u5206\u9418\u5167\u89e3\u6c7a\u554f\u984c\u3002<\/li>\n<li><strong>\u5ba2\u6236\u6eff\u610f\u5ea6:<\/strong> \u9ad8\u4ee3\u7406\u5229\u7528\u7387\u901a\u5e38\u8207\u6539\u5584\u7684\u5ba2\u6236\u6eff\u610f\u5ea6\u76f8\u95dc\uff0c\u56e0\u70ba\u6709\u6548\u5229\u7528\u7684\u4ee3\u7406\u53ef\u4ee5\u63d0\u4f9b\u66f4\u5feb\u4e14\u66f4\u9ad8\u6548\u7684\u670d\u52d9\u3002<\/li>\n<li><strong>\u904b\u71df\u6548\u7387\uff1a<\/strong> \u76e3\u63a7\u9019\u500b\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u6709\u52a9\u65bc\u512a\u5316\u4eba\u54e1\u914d\u7f6e\u548c\u6392\u73ed\uff0c\u78ba\u4fdd\u5728\u9ad8\u5cf0\u6642\u6bb5\u5e6b\u52a9\u53f0\u6709\u8db3\u5920\u7684\u4eba\u54e1\uff0c\u4ee5\u7dad\u6301\u670d\u52d9\u8cea\u91cf\u3002<\/li>\n<li><strong>\u8207\u81ea\u52d5\u5316\u5de5\u5177\u7684\u6574\u5408:<\/strong> \u6574\u5408\u50cf\u662f Messenger Bots \u7684\u5de5\u5177\u53ef\u4ee5\u901a\u904e\u81ea\u52d5\u5316\u4f8b\u884c\u67e5\u8a62\u4f86\u63d0\u9ad8\u5e6b\u52a9\u53f0\u7684\u6548\u7387\uff0c\u8b93\u4ee3\u7406\u80fd\u5c08\u6ce8\u65bc\u66f4\u8907\u96dc\u7684\u554f\u984c\uff0c\u5f9e\u800c\u6539\u5584\u6574\u9ad4\u4ee3\u7406\u5229\u7528\u7387\u3002<\/li>\n<\/ol>\n<p>\u6709\u95dc\u5e6b\u52a9\u53f0\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u53ca\u5176\u5728\u5ba2\u6236\u670d\u52d9\u7ba1\u7406\u4e2d\u91cd\u8981\u6027\u7684\u9032\u4e00\u6b65\u95b1\u8b80\uff0c\u8acb\u53c3\u8003\u4ee5\u4e0b\u8cc7\u6e90\uff0c\u4f8b\u5982 <a href=\"https:\/\/www.helpdesk.org\" target=\"_blank\" rel=\"noopener\">\u5e6b\u52a9\u53f0\u5354\u6703<\/a> \u548c\u884c\u696d\u5831\u544a\u7684\u7814\u7a76 <a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">Gartner<\/a>.<\/p>\n<h3>\u5e6b\u52a9\u53f0 KPI \u7bc4\u4f8b\uff1a\u5be6\u969b\u61c9\u7528<\/h3>\n<p>\u5728\u670d\u52d9\u53f0\u6307\u6a19\u7684\u9818\u57df\u4e2d\uff0c\u6709\u5e7e\u500b\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff08KPI\uff09\u53ef\u4ee5\u7528\u4f86\u8a55\u4f30\u5e6b\u52a9\u53f0\u904b\u4f5c\u7684\u6709\u6548\u6027\u3002\u4ee5\u4e0b\u662f\u4e00\u4e9b\u503c\u5f97\u6ce8\u610f\u7684\u7bc4\u4f8b:<\/p>\n<ul>\n<li><strong>\u9996\u6b21\u56de\u61c9\u6642\u9593\uff1a<\/strong> \u9019\u500b\u6307\u6a19\u8ffd\u8e64\u5e6b\u52a9\u53f0\u4ee3\u7406\u56de\u61c9\u5ba2\u6236\u67e5\u8a62\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002\u8f03\u77ed\u7684\u9996\u6b21\u56de\u61c9\u6642\u9593\u901a\u5e38\u6703\u5c0e\u81f4\u66f4\u9ad8\u7684\u5ba2\u6236\u6eff\u610f\u5ea6\u3002<\/li>\n<li><strong>\u7968\u52d9\u89e3\u6c7a\u6642\u9593\uff1a<\/strong> \u6b64 KPI \u6e2c\u91cf\u89e3\u6c7a\u5ba2\u6236\u554f\u984c\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002\u6709\u6548\u7684\u89e3\u6c7a\u6642\u9593\u5c0d\u65bc\u7dad\u6301\u826f\u597d\u7684\u5ba2\u6236\u9ad4\u9a57\u81f3\u95dc\u91cd\u8981\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6eff\u610f\u5ea6\u5206\u6578 (CSAT)\uff1a<\/strong> \u6b64\u6307\u6a19\u4f86\u81ea\u5ba2\u6236\u5728\u5176\u554f\u984c\u89e3\u6c7a\u5f8c\u7684\u53cd\u994b\uff0c\u63d0\u4f9b\u6709\u95dc\u5e6b\u52a9\u53f0\u670d\u52d9\u8cea\u91cf\u7684\u6d1e\u5bdf\u3002<\/li>\n<li><strong>\u6de8\u63a8\u85a6\u503c (NPS)\uff1a<\/strong> NPS \u901a\u904e\u8a62\u554f\u5ba2\u6236\u63a8\u85a6\u670d\u52d9\u7d66\u4ed6\u4eba\u7684\u53ef\u80fd\u6027\u4f86\u8861\u91cf\u5ba2\u6236\u5fe0\u8aa0\u5ea6\uff0c\u63d0\u4f9b\u66f4\u5ee3\u6cdb\u7684\u5ba2\u6236\u60c5\u611f\u8996\u89d2\u3002<\/li>\n<\/ul>\n<p>\u9019\u4e9b\u670d\u52d9\u53f0\u6307\u6a19\u793a\u4f8b\u4e0d\u50c5\u6709\u52a9\u65bc\u8a55\u4f30\u5e6b\u52a9\u53f0\u5718\u968a\u7684\u8868\u73fe\uff0c\u9084\u63d0\u4f9b\u53ef\u884c\u7684\u898b\u89e3\u4ee5\u6301\u7e8c\u6539\u9032\u3002\u901a\u904e\u5229\u7528\u9019\u4e9b KPI\uff0c\u4f01\u696d\u53ef\u4ee5\u589e\u5f37\u5176\u670d\u52d9\u53f0\u5831\u544a\u6307\u6a19\uff0c\u6700\u7d42\u63d0\u5347\u5ba2\u6236\u53c3\u8207\u5ea6\u3002<\/p>\n<h2>\u4ec0\u9ebc\u662f\u670d\u52d9\u53f0\u5206\u6790\uff1f<\/h2>\n<p>\u670d\u52d9\u53f0\u5206\u6790\u662f\u6307\u5c0d\u7d44\u7e54\u5167\u670d\u52d9\u53f0\u529f\u80fd\u7684\u7cfb\u7d71\u8a55\u4f30\u548c\u6539\u9032\u3002\u6b64\u89d2\u8272\u5c0d\u65bc\u78ba\u4fdd\u9ad8\u6548\u7684\u4e8b\u4ef6\u7ba1\u7406\u548c\u63d0\u5347\u5ba2\u6236\u6eff\u610f\u5ea6\u81f3\u95dc\u91cd\u8981\u3002\u670d\u52d9\u53f0\u5206\u6790\u7684\u95dc\u9375\u7d44\u6210\u90e8\u5206\u5305\u62ec\uff1a<\/p>\n<ol>\n<li><strong>\u4e8b\u4ef6\u7ba1\u7406<\/strong>: \u670d\u52d9\u53f0\u5206\u6790\u5e2b\u8ca0\u8cac\u8a18\u9304\u3001\u5206\u985e\u548c\u512a\u5148\u8655\u7406\u7528\u6236\u5831\u544a\u7684\u4e8b\u4ef6\u3002\u4ed6\u5011\u4f5c\u70ba\u7b2c\u4e00\u806f\u7d61\u9ede\uff0c\u78ba\u4fdd\u554f\u984c\u5f97\u5230\u53ca\u6642\u548c\u6709\u6548\u7684\u8655\u7406\u3002<\/li>\n<li><strong>\u5354\u4f5c<\/strong>: \u5206\u6790\u5e2b\u8207 IT \u5c08\u5bb6\u3001\u4f9b\u61c9\u5546\u548c\u5176\u4ed6\u5229\u76ca\u76f8\u95dc\u8005\u5bc6\u5207\u5408\u4f5c\u4ee5\u89e3\u6c7a\u4e8b\u4ef6\u3002\u9019\u7a2e\u5408\u4f5c\u5c0d\u65bc\u8a3a\u65b7\u8907\u96dc\u554f\u984c\u548c\u5be6\u65bd\u6e1b\u5c11\u505c\u6a5f\u6642\u9593\u7684\u89e3\u6c7a\u65b9\u6848\u81f3\u95dc\u91cd\u8981\u3002<\/li>\n<li><strong>\u7e3e\u6548\u6307\u6a19<\/strong>: \u6709\u6548\u7684\u670d\u52d9\u53f0\u5206\u6790\u6d89\u53ca\u8ddf\u8e2a\u95dc\u9375\u7e3e\u6548\u6307\u6a19 (KPI)\uff0c\u5982\u97ff\u61c9\u6642\u9593\u3001\u89e3\u6c7a\u6642\u9593\u548c\u5ba2\u6236\u6eff\u610f\u5ea6\u5206\u6578\u3002\u5b9a\u671f\u5be9\u67e5\u9019\u4e9b\u6307\u6a19\u6709\u52a9\u65bc\u8b58\u5225\u6539\u9032\u7684\u9818\u57df\u3002<\/li>\n<li><strong>\u6301\u7e8c\u6539\u9032<\/strong>: \u670d\u52d9\u53f0\u5206\u6790\u5e2b\u5229\u7528\u7528\u6236\u53cd\u994b\u548c\u7e3e\u6548\u6578\u64da\u4f86\u5b8c\u5584\u6d41\u7a0b\u4e26\u589e\u5f37\u670d\u52d9\u4ea4\u4ed8\u3002\u9019\u53ef\u80fd\u6d89\u53ca\u5be6\u65bd\u65b0\u6280\u8853\u6216\u65b9\u6cd5\uff0c\u4f8b\u5982 ITIL\uff08\u8cc7\u8a0a\u6280\u8853\u57fa\u790e\u67b6\u69cb\u5eab\uff09\u5be6\u8e10\uff0c\u4ee5\u7c21\u5316\u64cd\u4f5c\u3002<\/li>\n<li><strong>\u6280\u8853\u6574\u5408<\/strong>: \u6574\u5408\u804a\u5929\u6a5f\u5668\u4eba\u548c AI \u9a45\u52d5\u7684\u89e3\u6c7a\u65b9\u6848\u53ef\u4ee5\u63d0\u9ad8\u670d\u52d9\u53f0\u7684\u6548\u7387\u3002\u4f8b\u5982\uff0c\u53ef\u4ee5\u5229\u7528 Messenger Bots \u4f86\u5373\u6642\u56de\u61c9\u5e38\u898b\u67e5\u8a62\uff0c\u8b93\u5206\u6790\u5e2b\u5c08\u6ce8\u65bc\u66f4\u8907\u96dc\u7684\u554f\u984c\u3002<\/li>\n<\/ol>\n<p>\u900f\u904e\u5c08\u6ce8\u65bc\u9019\u4e9b\u9818\u57df\uff0c\u7d44\u7e54\u53ef\u4ee5\u512a\u5316\u5176\u670d\u52d9\u53f0\u904b\u4f5c\uff0c\u5f9e\u800c\u6539\u5584\u7528\u6236\u9ad4\u9a57\u548c\u904b\u71df\u6548\u7387\u3002\u6b32\u9032\u4e00\u6b65\u4e86\u89e3\u670d\u52d9\u53f0\u7ba1\u7406\u7684\u6700\u4f73\u5be6\u8e10\uff0c\u8acb\u53c3\u8003\u4f86\u81ea <a href=\"https:\/\/www.ibm.com\/cloud\/learn\/it-service-management\" target=\"_blank\" rel=\"noopener\">IT\u670d\u52d9\u7ba1\u7406<\/a> \u548c <a href=\"https:\/\/www.axelos.com\/best-practice-solutions\/itil\" target=\"_blank\" rel=\"noopener\">ITIL\u6846\u67b6<\/a>.<\/p>\n<h3>\u670d\u52d9\u53f0\u6307\u6a19\u884c\u696d\u6a19\u6e96\uff1a\u5206\u6790\u65b9\u6cd5<\/h3>\n<p>\u4e86\u89e3\u670d\u52d9\u53f0\u6307\u6a19\u884c\u696d\u6a19\u6e96\u5c0d\u65bc\u57fa\u6e96\u6027\u80fd\u548c\u8b58\u5225\u6539\u9032\u9818\u57df\u81f3\u95dc\u91cd\u8981\u3002\u4ee5\u4e0b\u6307\u6a19\u901a\u5e38\u7528\u65bc\u8a55\u4f30\u670d\u52d9\u53f0\u7684\u6709\u6548\u6027\uff1a<\/p>\n<ul>\n<li><strong>\u9996\u6b21\u806f\u7e6b\u89e3\u6c7a\u7387<\/strong>: \u6b64\u6307\u6a19\u8861\u91cf\u9996\u6b21\u4e92\u52d5\u4e2d\u89e3\u6c7a\u7684\u4e8b\u4ef6\u767e\u5206\u6bd4\u3002\u9ad8\u6bd4\u4f8b\u8868\u793a\u670d\u52d9\u53f0\u904b\u4f5c\u6709\u6548\u3002<\/li>\n<li><strong>\u5e73\u5747\u56de\u61c9\u6642\u9593<\/strong>: \u9019\u53cd\u6620\u4e86\u56de\u61c9\u7528\u6236\u8a62\u554f\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002\u6e1b\u5c11\u56de\u61c9\u6642\u9593\u53ef\u4ee5\u986f\u8457\u63d0\u9ad8\u5ba2\u6236\u6eff\u610f\u5ea6\u3002<\/li>\n<li><strong>\u5ba2\u6236\u6eff\u610f\u5ea6\u5f97\u5206 (CSAT)<\/strong>: \u6b64\u5206\u6578\u6e90\u81ea\u7528\u6236\u53cd\u994b\u548c\u8abf\u67e5\uff0c\u63d0\u4f9b\u4e86\u5f9e\u5ba2\u6236\u89d2\u5ea6\u4e86\u89e3\u670d\u52d9\u53f0\u8868\u73fe\u7684\u898b\u89e3\u3002<\/li>\n<li><strong>\u5de5\u55ae\u91cf\u8da8\u52e2<\/strong>: \u5206\u6790\u96a8\u6642\u9593\u8b8a\u5316\u7684\u5de5\u55ae\u91cf\u6709\u52a9\u65bc\u8b58\u5225\u9ad8\u5cf0\u671f\u548c\u8cc7\u6e90\u5206\u914d\u9700\u6c42\uff0c\u5f9e\u800c\u5be6\u73fe\u66f4\u597d\u7684\u4eba\u529b\u548c\u8cc7\u6e90\u7ba1\u7406\u3002<\/li>\n<\/ul>\n<p>\u9075\u5faa\u9019\u4e9b\u884c\u696d\u6a19\u6e96\uff0c\u7d44\u7e54\u53ef\u4ee5\u78ba\u4fdd\u5176\u670d\u52d9\u53f0\u6307\u6a19\u8207\u6700\u4f73\u5be6\u8e10\u4fdd\u6301\u4e00\u81f4\uff0c\u6700\u7d42\u63d0\u9ad8\u670d\u52d9\u4ea4\u4ed8\u548c\u5ba2\u6236\u6eff\u610f\u5ea6\u3002\u6b32\u4e86\u89e3\u6709\u95dc\u670d\u52d9\u53f0\u6307\u6a19\u7684\u66f4\u591a\u898b\u89e3\uff0c\u8acb\u67e5\u770b <a href=\"https:\/\/messengerbot.app\/zh_hk\/%e6%8e%8c%e6%8f%a1%e5%ae%a2%e6%9c%8d%e6%8c%87%e6%a8%99%e3%80%81%e9%97%9c%e9%8d%b5%e7%b8%be%e6%95%88%e6%8c%87%e6%a8%99%e3%80%81%e6%b8%ac%e9%87%8f%e7%ad%96%e7%95%a5%e5%8f%8a-it-%e6%94%af%e6%8f%b4\/\">\u638c\u63e1\u5ba2\u670d\u6307\u6a19<\/a>.<\/p>\n<h2>\u670d\u52d9\u53f0\u6307\u6a19\u7bc4\u672c<\/h2>\n<h3>\u5275\u5efa\u670d\u52d9\u53f0\u6307\u6a19\u5831\u544a\u7bc4\u672c<\/h3>\n<p>\u5275\u5efa\u670d\u52d9\u53f0\u6307\u6a19\u7bc4\u672c\u5c0d\u65bc\u6709\u6548\u5831\u544a\u548c\u7e3e\u6548\u8ffd\u8e64\u81f3\u95dc\u91cd\u8981\u3002\u4e00\u500b\u7d50\u69cb\u826f\u597d\u7684\u7bc4\u672c\u53ef\u4ee5\u5e6b\u52a9\u5718\u968a\u53ef\u8996\u5316\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff08KPI\uff09\u548c\u670d\u52d9\u53f0\u6307\u6a19\uff0c\u4fc3\u9032\u57fa\u65bc\u6578\u64da\u7684\u6c7a\u7b56\u3002\u4ee5\u4e0b\u662f\u5982\u4f55\u5275\u5efa\u6709\u6548\u7684\u670d\u52d9\u53f0\u6307\u6a19\u7bc4\u672c\uff1a<\/p>\n<ul>\n<li><strong>\u5b9a\u7fa9\u76ee\u6a19\uff1a<\/strong> \u9996\u5148\u78ba\u5b9a\u60a8\u7684\u670d\u52d9\u53f0\u7684\u4e3b\u8981\u76ee\u6a19\u3002\u60a8\u662f\u5c08\u6ce8\u65bc\u97ff\u61c9\u6642\u9593\u3001\u89e3\u6c7a\u7387\u9084\u662f\u5ba2\u6236\u6eff\u610f\u5ea6\uff1f\u660e\u78ba\u7684\u76ee\u6a19\u5c07\u6307\u5c0e\u60a8\u9078\u64c7\u7684\u6307\u6a19\u3002<\/li>\n<li><strong>\u9078\u64c7\u76f8\u95dc\u6307\u6a19\uff1a<\/strong> \u9078\u64c7\u8207\u60a8\u7684\u76ee\u6a19\u4e00\u81f4\u7684\u6307\u6a19\u3002\u5e38\u898b\u7684\u670d\u52d9\u53f0\u6307\u6a19\u5305\u62ec\u5de5\u55ae\u89e3\u6c7a\u6642\u9593\u3001\u9996\u6b21\u806f\u7e6b\u89e3\u6c7a\u7387\u548c\u5ba2\u6236\u6eff\u610f\u5ea6\u5f97\u5206\u3002\u5c07\u9019\u4e9b\u7d0d\u5165\u60a8\u7684\u7bc4\u672c\u4e2d\u4ee5\u9032\u884c\u5168\u9762\u8ffd\u8e64\u3002<\/li>\n<li><strong>\u8a2d\u8a08\u4f48\u5c40\uff1a<\/strong> \u4ee5\u7528\u6236\u53cb\u597d\u7684\u683c\u5f0f\u7d44\u7e54\u60a8\u7684\u7bc4\u672c\u3002\u4f7f\u7528\u8868\u683c\u6216\u5716\u8868\u6e05\u6670\u5730\u5448\u73fe\u6578\u64da\u3002\u78ba\u4fdd\u6bcf\u500b\u6307\u6a19\u90fd\u6709\u5b9a\u7fa9\u7684\u5217\u4f86\u986f\u793a\u7576\u524d\u7e3e\u6548\u3001\u76ee\u6a19\u548c\u6b77\u53f2\u6578\u64da\u4ee5\u4fbf\u6bd4\u8f03\u3002<\/li>\n<li><strong>\u81ea\u52d5\u5316\u6578\u64da\u6536\u96c6\uff1a<\/strong> \u5229\u7528\u53ef\u4ee5\u81ea\u52d5\u5c07\u6578\u64da\u62c9\u5165\u60a8\u7684\u6a21\u677f\u7684\u5de5\u5177\u3002\u9019\u53ef\u4ee5\u6e1b\u5c11\u624b\u52d5\u8f38\u5165\u932f\u8aa4\uff0c\u4e26\u78ba\u4fdd\u60a8\u7684\u6307\u6a19\u59cb\u7d42\u4fdd\u6301\u6700\u65b0\u3002\u8003\u616e\u8207\u50cf <a href=\"https:\/\/www.service-now.com\/products\/it-service-management.html\" target=\"_blank\" rel=\"noopener\">ServiceNow ITSM<\/a> 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operational efficiency. Key Performance Indicators (KPIs) like First Contact Resolution and Customer Satisfaction Score are vital for assessing service effectiveness. Regularly analyzing customer service metrics helps organizations identify areas for improvement, leading to enhanced user experiences. The balanced scorecard approach provides a [&hellip;]<\/p>\n","protected":false},"author":14928,"featured_media":256351,"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-256352","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\/256352","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=256352"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/zh_hk\/wp-json\/wp\/v2\/posts\/256352\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/zh_hk\/wp-json\/wp\/v2\/media\/256351"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/zh_hk\/wp-json\/wp\/v2\/media?parent=256352"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/zh_hk\/wp-json\/wp\/v2\/categories?post=256352"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/zh_hk\/wp-json\/wp\/v2\/tags?post=256352"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}