解决我的成功，而不是您的系统[客户代码系列]

编者注：这是HubSpot客户代码的11部分系列中的第四篇文章。您可以订阅完整系列here。

早在2013年，我们在HubSpot的支持过程就处于粗糙状态。等待时间很长，我们人手不足，我们的电话系统很糟糕。

It wasn't uncommon for a customer to call, explain their issue to a Tier 1 rep, discover that rep couldn't answer their question, be put on hold to wait for a Tier 2 rep, only to have the call drop when the rep transferred the call. It's painful just thinking about that now -- can't imagine how painful it was for our customers.

因此，客户会回电，第二次向新的第1级支持代表解释他们的问题，并希望这次在销售代表传输电话时不会下降。这对客户来说是可怕的，为员工士气低落，并且没有任何优惠的品牌。

这里的解决方案感到很明显：更新怪异的电话系统！

Until Michael Redbord, who led support at the time, suggested that maybe the real problem wasn't our phone system, but rather that we were using the industry-standard practice of tiering and triaging calls.

当然，客户不喜欢拨打电话。但实际上，他们真正想要的是让他们与他们交谈的第一个人尽快回答他们的问题。没有菜单，没有呼叫转移，没有升级，无需经理批准。

问题不是：“我们如何减少拨打电话？”问题是：“我们如何在前线上更好地训练我们的1级代表，从而减少呼叫转移的数量？”

Fixing the phone system would have solved a problem for us, but it wouldn't have solved for the success of our customers.

因此，我们没有部署新的手机系统，而是摆脱了分类过程，重新修订了我们的团队，并投资了前线员工的培训。

现在，越来越多的顾客在没有时间，没有转移和没有升级的情况下呼吁解决并解决他们的问题。他们喜欢它。我们正在解决他们的成功。

Five years later as I began thinking about The Customer Code, this story was still top-of-mind because it was a fresh way to think about a problem.

我是技术人员。我解决了技术问题。我喜欢系统。

但是，客户不关心电话系统或行业标准的分类过程。

Customers don't care about where they are on the “buyer's journey.”

客户不在乎我们的部门（或那些部门的功能障碍）。

Customers just want you to deliver on what was promised -- that they would be more successful with your product than they were without it.

客户代码的第三个宗旨是：解决我的成功，而不是您的系统。We gave ourselves a 6 out of 10. This is not a score I'm proud of, but I think it's an accurate reflection of the work we need to do.

We're guilty of making some pretty familiar trade-offs that put systems and process over solving for customers. One example is how we run our sales process. We have several ways in which leads can “raise their hand” to talk to sales. So you would think we would get them in touch with a salesperson ASAP ... oddly, you would be mistaken.

取而代之的是，我们将它们放在数据丰富的铅队列中。这对我们的系统非常有用 - 它使我们能够正确地进入正确的领土和行业垂直行业。但是，对于那些表现出兴趣，只等待的前景来说，这是可怕的……等待……等待听到某人的来信。而且，随着我们所有人的经验，技术复杂的系统破裂，这意味着有些前景从未得到后续行动。

我们说我们是客户首先，但是这种做法在最终的情况下要多得多。

我们需要解决这个问题。

今年早些时候，我们启动了一项“尖锐的边缘”计划，该计划仔细观察了我们正在为系统与客户成功解决的业务部分，并为客户造成痛苦。我们最清晰的边缘是：

• 修复我们的计费基础架构，因此在平台的每个部分中付款很简单
• Improving the contract process and making it easier to cancel
• 为喜欢自助的客户提供更多资源bob体育苹果系统下载安装

On each of the points above, I can tell you the story of decisions that were made that created the sharp edge, and they're all pretty reasonable. We were making incremental decisions that allowed complexity to sneak it. We certainly didn't set out to create customer pain, no business does, but we were ultimately solving for the constraints of our systems -- whether technology, process, or people.

系统和过程很重要，它们可以帮助公司成长。但是，系统和流程应始终是客户成功的次要次要的 - 这就是您的成长方式。

这篇文章是HubSpot的客户代码系列中的第11部分。您可以找到更多信息客户代码以及我们如何在这里得分，在这里观看我关于此主题的入境讨论：