Yat Chong Cloud customer Service: A SaaS-based cloud Enterprise Services tool

The SaaS Pioneer Series is CSDN cloud computing channel, dedicated to free reporting on domestic SaaS market segments including OA, CRM and other fields of pioneer enterprises, in the previous reports, we have reported the different customers, Worktile, DAYHR, the market has a warm response, Many SaaS start-ups have joined us. Today for you to recommend the enterprise is from the beautiful abundance Chengdu, Yat-Chong Cloud customer service is a SaaS based Cloud Enterprise Services tool for the enterprise external Customer support services (after-sales service), as well as internal staff support services, has recently received nine to create millions of Yuan Angel investment.

Our common first response to the customer service system is the online chat or phone call system, the enterprise in the face of fragmented customer information and requests, it will appear powerless, and customer complaints are generated in the waiting, the progress of the uncertainty and customer service personnel is not professional. Tools for customer support services fragmentation, not standardized and can not be unified management of the issue, Yat-Chong Cloud customer service can effectively integrate a variety of mail, micro-bo, micro-letter and other information, the request of the customer to unify into the form of the work order, and customer service can be used mobile phone app, micro-letter, etc. So customer service can be a management, but also on the above for internal communication and assignment.

Master graduated from Wolong University of Australia (University of Wollongong) Ye Xiang is a restless person, love toss, like drilling unpopular, 9 years of Internet observation and practical experience, it Internet technology more comprehensive, including products, user experience, network Marketing, SEO, domain name, graphic design, Front-End development, backend development, database, distributed, server. Toss over 10 individual stations, love the internet, love Internet products, geek spirit.

Yat Chong Cloud customer service founder Ye Xiang

Referring to the current cloud customer service area, he says customer support services need to be improved and perfected. The impact of the big market environment on the previous customer service concept is still changing. However, the customer service experience is becoming an important indicator of user purchase and cooperation. Enterprises are bound to pay more and more attention to customer support services, at the same time with the increasing labor costs, enterprise pressure is increasing, and only to improve the management level is the most effective way to reduce costs. However, from the product level, the need to use a normalized means to aggregate a variety of support channels, telephone, mail, web, online real-time chat, micro-bo micro-letter, etc., while meeting the needs of all walks of life is not easy. Cloud customer service in this way to carry out customer Support services mode, will inevitably be the attention of domestic enterprises and attention. For why the choice of the field of entrepreneurship and platform to build the process, we csdn cloud computing channel interview to Yat-Chong Cloud customer service founder Ye Xiang, the following is an interview record.

CSDN: First of all, introduce themselves and Yat-Chong Cloud customer service, the current technical team's attention to the direction?

Ye Xiang: Hello, I am the founder of Ye Xiang Cloud customer service, graduated from university Department of Biotechnology, Master degree in University of Wollongong. 9 years of Internet observation and practical experience, it Internet technology is more comprehensive, including products, user experience, network Marketing, SEO, domain name, graphic design, front-end development, backend development, database, distributed, server. Toss over 10 individual stations, love the internet, love Internet products, geek spirit.

Yat-Chong Cloud customer service is a cloud of SaaS services, will come from the use of various channels of questions and feedback, into a work order, so that the enterprise unified management, tracking and response. Each enterprise will create an independent two-level domain name platform (both the foreground and the background), the establishment of the enterprise's document knowledge base and discussion community, so that enterprises can self-service, if the self-help solution can not solve the problem of the enterprise to submit the issue of work orders, and then assign customer service to accept, At the same time, customers can view the issue process and problem history at any time. Yat-Chong Cloud customer service provides a strong business rules engine, you can customize the configuration to meet the needs of various enterprises of all sizes, involving the allocation of work orders, transfer, reminders, changes, can also achieve specific business processes.

The current focus of the technical team is on the architectural soundness of the business dimension, access to various customer support channels, and subsequent Third-party application integration based on various enterprise user scenarios.

CSDN: Why did you develop this platform? What kind of consideration is behind it or what market opportunities are seen?

Ye Xiang: Yat-Chong Cloud customer service This product is my home after I began to do. In 2009, I used to buy servers at that time, and the services that were often used were 59 interconnected (59.cn) server hosting services, when I have a problem, I will submit a kind of thing called "work order", when I submit, will wait for their customer service personnel to accept, when the problem is resolved, they will be put on the list has been resolved. I felt that the service was particularly clear and user-friendly, and that all the questions I had submitted before were available to me at any time, giving me the feeling that it was awesome.

While studying abroad, once it was OK, I began to turn the top 1000 Alexa rankings of the United States website, accidentally turned to a product named Zendesk, at that time they only have more than 2000 enterprises, I look at the interface to do beautiful, belong to do customer support services in the direction of products, I went up to open a registered. After some research, I found out that this is what I used to use the IDC service in the work of the system products, Zendesk has been the concept of product, and the "cloud" concept to operate this product, so that enterprises can be used to open, just also cater to the things I want to do before. I studied their customers, the use of products and stickiness are relatively high.

So I began to do this immediately after the return of the September 2011, then the summer of 2012 products online, and now that you see the Yat-Chong Cloud customer service products, he was born in the beautiful abundance----Chengdu.

2013-2014, the emergence of a large number of startups, in the information explosion period, people are often willing to get the most useful information, to avoid too many choices, so small and beautiful concept has slowly entered this round of the idea of the Internet entrepreneurial tide. For customer support services, users prefer only one portal to solve their own problems, start-up companies because of the cost of capital, it is impossible to employ a large number of customer service staff to chat to solve customer problems, but need a kind of aggregation of multiple customer support channels, clear tools to solve customer support services, and a global overview. Traditional customer service tools are fading away, I think there will not be many internet start-ups to place a large number of windows such as the experience of the poor customer service, in order to beautiful, they will still place less customer service QQ, or at the bottom of the contact us to place e-mail address or QQ and other contact methods.

There is also a need to mention that the start-up companies basically have their own products, users will have to use the product of a variety of problems, there are problems need to have the use of instructions, that is, help documents; Basically every internet start-up company will build its own product Help Center to facilitate users to access the instructions, If there is a problem, there will be several contact methods to facilitate users to ask questions and communication.

Over time, this kind of customer support services will become more and more standardized, this is the embryonic form of Helpdesk, with the domestic labor cost improvement, management level and the importance of After-sale customer Support Service, Helpdesk customer service system customer service forms will be the same as abroad, Slowly become the Internet start-up enterprise small and American products, customer support Service tools preferred choice. Of course, not only the start-up companies, the large and medium enterprises will also apply the work order system to support their customers, because he is clear, convenient and easy to manage.

CSDN: What is the greatest value of your platform for customers?

Ye Xiang: Solve the problem of supporting service tool fragmentation, the unified management of no quantified normalization tools, so that all kinds of support services are unified in the form of work orders and management, easy tracking, management, quantitative performance.

Let customer support service process standardization, from the beginning of the pending to the final resolved has been closed, processing process at a glance, the matter to the people, anyone to take over the problem can continue to deal with, do not have to repeat the customer description problem, do not have to wait online.

Reduce the cost and load of customer support services, the key functions of the staff can serve as the role of customer service, the use of fragmented time like playing micro-Bo can handle customer support services, and orderly.

Scalable, with the growth of enterprises to meet demand, because the customization is very high, can be customized to meet their own development needs.

CSDN: What are the obstacles to building this platform? How did you deal with it?

Ye Xiang: The most important thing is to build this platform is familiar with the business logic, familiar with the rules of work orders, familiar with some common scenes of customer support services, only based on these can design a good base, so that on this basis to expand other channels and functions, to form standardization, including ticket inborn RULES , Triggers,automation and so on, this is more important than the interaction, interface and so on.

For this problem, we first adopted is to learn more, we learn products include: Tencent mailbox, 53KF, Zendesk, UserVoice, Kayako, Freshdesk, and so on. Because these products have customer support service functions, and their common business logic to classify and understand.

Later, the divergent and convergent methodologies are used to classify and match these functions and list the business logic functions before they are developed.

CSDN: Can you tell me more about the construction process of this platform architecture? What technologies are used, and what do they do separately?

Ye Xiang: The above also mentioned that based on the understanding of business logic, development will be more handy, first of all, we follow from the principle of minimum function, the construction of basic functional model, that is, the basic function of the system. Then start to develop business rules related to work Order-> view classification, work Order preset response, Work Order custom field, work order trigger, Work Order Automation task, work order SLA service target development, then regular public place.

The team uses the SDM development method, the 2 people one group and the multiple team development way carries on the agile development, one master, one main strategy, because the beginning person is few, each person will cross to other groups to participate in the task, avoids the question at any time.

The front-end uses EMBERJS, the back end mainly uses the PHP, the multiple platform communication unified JSON format, the application service level mainly has the Xmpp,nodejs, but also has the Enterprise Post Office system. Infrastructure Applications Ustack Virtualization services, load balancing and currently two access nodes in the country.

CSDN: For users, what are the most important issues to focus on and what are your coping strategies?

Ye Xiang: Customer service system can be done very light, but light and can not meet the needs of all walks of life, the biggest problem is the rapid development of the enterprise system can still keep up? So the function must be complete, but the product can not look very heavy.

So the team has been looking at the balance in both areas. User feedback is important, we start with our own products, one is in the actual use of the problem, and let the enterprise familiar with this usage.

Priority of the problem that the customer cares about most: function > Experience >bug, the question that Enterprise asks is always have what function, have to use, so this is a little difference of 2B and 2C product. Small bugs can endure, in fact we are also 0 tolerance of bugs, bugs are the highest priority, are immediately processed.

For customer feedback We will play weights, some customers asked for a lot of needs and problems are pseudo demand, what to add a switch, what button to place, in fact, these we will use the possible alternative way.

CSDN: What is the current size of customers, active users, heavyweight users?

Ye Xiang: The current product registration Enterprise 5000+, including many well-known companies settled cloud customer service such as: Baidu Cloud acceleration and cloud observation, Ming Road, Sendcloud, 36kr, Shentong Express, Admaster, Unitedstack, North Sen and so on.

CSDN: What is the current domestic guest service in this field, and compared to other enterprises, your advantages embodied in where?

Ye Xiang: At home, the concept of customer service can be divided into two large functions: pre-sales and After-sale, pre-sales functions (that is, often said customer service system) such as: pure IM, QQ, Enterprise QQ, and so on, more in the form of IM, at the same time can be embedded multi-end. Yat-Chong Cloud customer service owners to the after-sales function into, and in the form of work orders to unify various forms of customer service and support channels. With the increase in labor costs, the future customer service is clear and standardized management, multi-channel aggregation unified management, the bearer is a work order rather than IM information flow, while the integration of marketing functions.

CSDN: How is the user experience of the platform guaranteed? What efforts have you made in product optimization?

Ye Xiang: The following are the main points:

The key operation simplifies commonly used operation shallow, can point at once can operate absolutely not point two times. Configuration and set up operations to deepen, basically configure a little after a few operation of the configuration put deeper, but also easy to find a variety of component styles Unified use JS framework to avoid global refresh, enhance the operation experience and the loading speed of flat design

CSDN: We know that the enterprise's IT environment is very complex, and very different, how do you meet the personalized needs of users?

Ye Xiang: For SaaS customer service in this field, I mainly analyze its complexity and difference from several angles

1. From the industry perspective, usage is different

It is true that different industries have different usages. Some as external customer support services, some as agents of the support of partners, and some internal support, in addition, need to have the function of cooperation in the inside. However, regardless of usage, his function is to support and help + collaboration, on the accuracy of this positioning, it is very good from the global definition of product attributes and large framework features. He is a communication tool, is an open tool, not a block of information management tools, just how to communicate the problem.

Yat-Chong Cloud customer service Unified form as a carrier, no matter how the enterprise Support service use, will eventually fall on the work of the carrier, only the work of a single thing to respond and operate, it will be much simpler.

2. In terms of approach, there are differences in support channels

It's easy to understand that there are a variety of customer support channels for customer support, such as requests for support via email, contact requests through Web Forms, online Im with floating chat, managed microblogs, micro-letters, and call centers, etc. These are enterprises in the definition of their customer support services will be applied to customer support channels, a wide range of support channels, has not been a unified means for unified response and operation. To standardize management, only to unify all the customer support channels, and to reflect the open, interconnected ideas.

Yat-Chong Cloud customer service will be a variety of enterprises common customer support channels to aggregate, unified in the form of work orders and management, just fit the idea. But the future to do a lot of what we need is a variety of enterprise customers may involve and use of the tools are all integrated in, on-demand access, this is the scene of large integration.

3. Business rules vary from operational and functional perspectives

After the big frame, it is based on the function of the product design. The business rules and processes that deal with customer support services will naturally vary, depending on the industry. Some may require only a few rules, such as allocation, reminders. Some may be a set of processes, each process node must have records, reminders, some may be hard rules and so on. If you only give all the possible rules of the tick-setting option, must not meet the ever-changing needs of all walks of life.

Then there has to be a tool that can be set up to meet the needs of the form, which must be a combination of conditions. This is the business rules customization engine for cloud customer service, which can be done perfectly with trigger tasks and automated tasks. Similar to Tencent mailbox mail collection rules, trigger task is to meet what what conditions, what to do what action, can have a variety of conditional combinations and a variety of implementation methods, can meet in support services in the process of various allocations, transfers, changes, reminders, replies and so on. It's just a customer service system trigger because the business level needs to be more complex.

4. From the perspective of use, experience and operation are different

A perfect industry system must be a very high degree of customization of the system, and CRM is not the same, the industry is very high CRM, not the same industry CRM can be very large, which is why a traditional CRM products will become more bloated the root cause. SaaS Customer service is a branch of customer relationship management, but not as large as CRM. A product must not be a function of the stack, to look simple and refreshing, but the required functionality must have, this is the true meaning.

Yat-Chong Cloud customer service very good interpretation of this, in addition to the flexibility of business rules, the customer experience, operations, statistics, brand, domain name can be customized. And the interface is refreshing, powerful. For the customer's interface can be customized from the code level, for customer service permissions and operations can be customized, for the manager of the statistical report can also be customized, can be said for the system within the three major stackholders operation and experience can be customized editing. From a global perspective, the entire platform can be customized domain name, mail template customization and so on, so that customers can not see is a cloud customer service to provide services.

In general, to meet the needs of enterprises in all walks of life is a never going to finish the road of practice, Yat-Chong Cloud customer service has been working to meet market demand based on continuous improvement and prediction, can let us think of and did not think of SaaS service application scenarios and methods can be reflected in the product level.

CSDN: Finally, I want you to share with us what you think of the domestic SaaS market?

Ye Xiang: In my opinion, the kind of ecological circle to reach a foreign SaaS at least 3-5 years, the United States in the 2007 is almost the current domestic SaaS situation, and so I-00 after the Chinese market as the backbone of China's SaaS is a hot period, Because the old group of traditional thinking of traditional software concept will gradually fade, enterprise cloud computing is booming flourishing period, so now to do is to insist.

Adhere to the right direction, adhere to the value of things, and constantly do the best, responsive, continuous improvement, seize the user, service good for each enterprise user.

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