SOFTSWISS的Yauheniya Matsiuk对B2B领域的内幕调查

Content Team January 3, 2022

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SOFTSWISS的Yauheniya Matsiuk对B2B领域的内幕调查

在与SiGMA的一场访谈中,SOFTSWISS Game Aggregator的B2B客户支持团队主管Yauheniya Matsiuk与我们分享了该公司在B2B方面的努力。

SiGMA: 您在支持领域有过许多经验——在SOFTSWISS之前,曾任职于Biglion与YandexGo。您是否能告诉我们您的职业生涯路线,以及您是如何加入SOFTSWISS的?

我的职涯始于Biglion,我带那里学到了支持服务的基础原则,并获得了该领域的初体验。后来,我加入了YandexGo,作为一名支持专员,负责处理VIP客户。在那段时间内我接触到更深入的工作结构,以及与客户沟通的技巧。渐渐地,我接下了更多责任,像是与员工共事,还有改善拥有顶级流量的专案服务质量。

多亏这些,我的工作表现得以被注意,公司询问我是否有意担任功能性税则用户的新支持团队负责人。该团队当时才刚出现,所以我必须要努力建立一个工作系统。因此,仅仅六个月后,我转任内容团队负责人,管理所有支持服务团队。再过三个月后,我便执掌国际服务(非洲、亚洲以及欧洲)工作。

在工作两年后,我意识到我想继续前进。这个愿望使我来到了SOFTSWISS。我从多年来与不同层级和职位的人合作累积的技能和经验中受益匪浅。现在我管理着一个由26人组成的团队,在过去的一年里,这个团队有了很大的发展。

SiGMA: 对于SOFTSWISS Game Aggregator,B2B客户支持是什么?其工作是如何组织的?

自2020年3月以来,B2B支持和运营团队已经增长了8倍多。为了在无损质量的情况下加快工作流程,我们将其分成四个小组。客户支持团队负责处理游戏过程中出现的客户问题(如检查玩家是否有欺诈行为、游戏问题、bug等)。Game Aggregator设置团队负责为赌场启用新游戏。这个团队收集必要的文件,与游戏供应商沟通并进行技术修改。游戏发布团队将游戏即时添加到我们的系统中,因此客户始终能从我们的合作伙伴那里获得最新的内容。最后,Game Aggregator合作伙伴门户网站(GAPP)最新加入我们团队,它刚刚获得发展势头。它的主要任务是始终与我们的合作伙伴——游戏供应商——保持联系。

SiGMA: SOFTSWISS Game Aggregator的B2B客户支持团队负责人主掌什么工作?

我们的团队开始时只有三个人。我的任务是建立一个培训系统,尽可能快速有效地工作。仅仅在第一个月,我们就为新手制定了初步的培训计划,提高处理率。现在,这个系统已经几乎达到了一个理想状态。由于我们明确定义的算法、对员工的持续培训和轮班时间表,我们的客户知道他们可以依靠我们的帮助,全天候无休。我的任务是使我们的算法适应不断变化的环境,同时保持质量和速度。

SiGMA: 客户最常向您提出什么问题?

客户经常会要求我们检查回合结果。自从后台启动后,SOFTSWISS Game Aggregator的客户如今可以自行检查,但如果需要更多关于游戏回合的细节,他们仍然需要联系我们。最常见的情况是,在网络连接出现问题时,客户提出检查游戏回合结果的要求。在这种情况下,游戏环节可能会被打断,玩家或赌场都不知道该回合的结果。第二个最常见的请求与游戏相关的错误有关,这些错误可能会阻碍游戏的启动或干扰游戏的进行。

SiGMA: 从接收一个支持请求到完全解决,通常需要多长时间?从团队内部看这个过程是怎样的?

我们这边并非总是能够解决问题。很多时候,我们需要合作伙伴或团队以外的同事提供帮助。在这种情况下,可能需要更长的时间来解决这个问题。如今,从请求到问题解决的平均时间是16小时。然而,我们正在不断努力减少等待时间,为我们的客户提供最快的支持!因此,每个新请求的处理时间不超过40分钟。这是我们在看到客户的请求并进行处理的时间长度。如果我们可以自己回答客户的问题,在这段时间内便会解决问题。我们的24小时支持使我们能够在白天或晚上的任何时候做到这一点。

SiGMA: 您是否遇到过无法解决的问题?

并非无法解决,当然,有时会有复杂的技术问题,需要多个团队的参与,例如,有时我们需要软件开发人员的帮助。然而,我们经常处理一些自己可以处理的情况。这种状况,我们依靠明确的指示、完善的知识库和培训系统。我们总是尽最大努力不断提高员工的能力,以尽快帮助我们的客户解决他们的问题。

SiGMA: 请分享一下你们未来的计划。分享一下你们对未来的计划。Game Aggregator的B2B支持将向什么方向发展?

在过去的一年里,我们的团队有了很大的发展。这需要对流程进行修订,并进行高度的组织。我们现在的目标是在不停止发展的情况下,保持我们迄今为止所取得的服务水平。

首先,我们努力提高支持服务水平:减少错误数量,加快其解决速度,等等。当然,我们在数量上也会有所增长,因为工作量在不断增加,我们必须扩编员工来及时应对。我们的主要目标是为客户提供最优质的服务,这将满足他们的需求,甚至在需求出现之前便做好准备。我们将尽最大努力来实现这一目标。

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在2021年马耳他周的一系列激动人心的会议之后,SiGMA集团计划以基辅的金色圆顶教堂和多伦多的雪城为中心,吸引世界上最优秀最聪明的iGaming人士齐聚一堂。下一届博览会将把我们带到阿拉伯联合酋长国的顶尖大都市,进行为期三天的交流、小组讨论和庆祝活动。您可以通过SiGMA新闻了解最新和最重要的信息。

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