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新卒エンジニアに贈るカスタマーサポートの心得
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ozeppi
June 16, 2018
Programming
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2.3k
新卒エンジニアに贈るカスタマーサポートの心得
エンジニアがカスタマーサポートに関わる上で大事だと思うポイントについて
ozeppi
June 16, 2018
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Transcript
৽ଔΤϯδχΞʹଃΔΧελϚʔαϙʔτରԠͷ৺ಘ Dive into mixi night! #1 @ozeppi
ࣗݾհ @ozeppi 2009 ϛΫγΟ৽ଔೖࣾ ʙ2013 ՝ۚνʔϜͰPerlɺJSॻ͘ 2013ʙ minimo্ཱͪ͛ ݱࡏminimoͷΤϯδχΞɺσβΠφʔͷϚωʔδϟʔ
͓ࣄ ΤϯδχΞɺσβΠφʔͷύϑΥʔϚϯεΛ্͛Δ͜ͱԿͰ ྫ͑ ɾ৫ͮ͘Γ ɾࣄͷํɺϑϩʔͷվળ ɾϝϯόʔͷϑΥϩʔ ɾҊ݅ਐΊΔσΟϨΫγϣϯ ɾࣄͷܾஅΛ͢Δ ɾධՁ ɾ࠾༻
etc…
࠷ۙಛʹָ͔͓ͬͨ͠ࣄ @DroidKaigi 2018 υϩΠυ܅&minimoωΠϧΛͯ͠ϒʔεཁһͯ͠·ͨ͠ʂ ϒʔεϨϙʔτهࣄॻ͍ͨΑ
ࠓͷςʔϚ ৽ଔΤϯδχΞʹଃΔ ΧελϚʔαϙʔτରԠͷ৺ಘ
ΧελϚʔαϙʔτରԠͱʁ ʢΧελϚʔαϙʔτ=CSରԠͱུ͠·͢ʣ αʔϏεΛͬͯͩ͘͞ΔϢʔβ༷͔Βͷ͓͍߹Θͤʹ ରԠ͢Δ͜ͱ ྫ • ΞΧϯτΛొ͠Α͏ͱͨ͠ͷʹϝʔϧ͕ಧ͔ͳ͍ • ྃΛԡ͢ͱΤϥʔ͕ग़Δ •
xxͷૢ࡞Λ͍ͨ͠Μ͚ͩͲͲ͏ͬͨΒ͍͍ͷʁ • hogeػೳ͕͍ͮΒ͍ɺ͜͏͍͏༷ʹͯ͠΄͍͠ • ͳͲͳͲ
minimoͷΧελϚʔαϙʔτମ੍ ϝʔϧϕʔε αϙʔτͷྲྀΕ 1. ·ͣ֎෦ͷҕୗઌاۀͷCSελοϑͷํ͕ରԠ͢Δ 2. ↑ͰஅͰ͖ͳ͍ɾ͔Βͳ͍߹ɺminimoͷCSε λοϑʹΤεΧϨʔγϣϯ͢Δ 3. ↑ͰஅͰ͖ͳ͍ɾ͔Βͳ͍߹ɺminimoͷΤϯ
δχΞʹΤεΧϨʔγϣϯ͢Δ
ΧελϚʔαϙʔτରԠͷ৺ಘ CSରԠΛ͢Δ্Ͱॏཁͳ͜ͱ • ใΛूΊΔɺཧ͢Δ • खݩͰ࠶ݱͰ͖Δ͔ࢼ͢ • ݪҼͷΓ͚Λ͢Δ • CSͷਓʹฦ৴ͷΞυόΠεΛ͢Δ
• దͳissueΛͭ͘Δ • ଞͷϝϯόʔʹڞ༗͢Δ
ใΛूΊΔɺཧ͢Δ
͓͍߹Θͤͷྫ1 • ໊݅ • ʢ໊݅ແ͠ʣ • ຊจ • ʮ͍ͭ༧Ͱ͖Δඒ༰Ӄ͕༧Ͱ͖Μʯ
͓͍߹Θͤͷྫ2 • ໊݅ • [minimo]͍߹Θͤ(6.17.0 on
[email protected]
) • ຊจ •
ܞଳΛม͑ͯϩάΠϯ͍ͨ͠ͷͰ͕͢ɺͰ͖·ͤΜʂ • Ͳ͏ͨ͠Βྑ͍Ͱ͠ΐ͏͔ɻ • ͓ٓ͘͠ئ͍க͠·͢ɻ • user_id:123456789
͓͍߹Θͤͷྫ1 • ໊݅ • ʢ໊݅ແ͠ʣ • ຊจ • ʮ͍ͭ༧Ͱ͖Δඒ༰Ӄ͕༧Ͱ͖Μʯ iOSʁAndroidʁ
ͦͦΞϓϦͬͯΔਓʁϒϥβͷਓʁ ༧Ͱ͖ͳ͍ͬͯͲ͏͍͏͜ͱͩΖ͏ʁ Կ͔Τϥʔ͕ग़Δʁ
͓͍߹Θͤͷྫ2 • ໊݅ • [minimo]͍߹Θͤ(6.17.0 on
[email protected]
) • ຊจ •
ܞଳΛม͑ͯϩάΠϯ͍ͨ͠ͷͰ͕͢ɺͰ͖·ͤΜʂ • Ͳ͏ͨ͠Βྑ͍Ͱ͠ΐ͏͔ɻ͓ٓ͘͠ئ͍க͠·͢ɻ • user_id:123456789 iOS 10.3.3ͰΞϓϦͷver 6.17.0ΛͬͯΔਓ ৽͍͠ͰϩάΠϯ͕Ͱ͖ͳ͍Μͩ user_id͕͔Δͧ
ेͳใͱ • Ϣʔβڥ • OSɺOSͷverɺΞϓϦverɺ໊etc • Ϣʔβͷछྨ • minimoͷ߹͓٬༷ or
ܝࡌऀ • ϓϩμΫτͷछྨ • εϚϗΞϓϦʁϒϥβ൛ʁ • ԿΛ͠Α͏ͱͯ͠Կ͕ى͖͍ͯΔͷ͔ • ≒࠶ݱखॱ
ेͳใ͕ແ͍࣌ʁ ʮ͜͏͍͏ใΛڭ͍͑ͯͩ͘͞ʯ ͱCSͷਓΛ௨͓ͯ͡ئ͍͢Δ ʮͲΜͳใ͕ඞཁ͔ʯ͕͔Δ͜ͱ͕େࣄ
ͦ͏ݴͬͯ… ͍ͭेͳใ͕ಘΒΕΔͱݶΒͳ͍ ͦ͏͍͏࣌Ͳ͏͢Δ͔ʁ
ेͳใ͕ಘΒΕͳ͍࣌ʁ χϡʔλΠϓͷྗΛ։Ֆͤ͞Δ ࠓ͋Δใ͔Βਪଌͯ͠खݩͰ࠶ݱͰ͖Δ ͔ࢼ͢
ؾΛ͚ͭΔ͜ͱ ʮࢥ͍ࠐΈʯʹؾΛ͚ͭΔ ؾΛ͚͍ͭͯͳ͍ͱɺΓͳ͍ใΛແҙࣝʹิͯ͠͠ ·͏͜ͱ͕͋Δ
ࢥ͍ࠐΈʹؾΛ͚ͭΔ ྫ ʮొ͠Α͏ͱ͍ͯ͠ΔͷʹͰ͖·ͤΜʯ
ࢥ͍ࠐΈʹؾΛ͚ͭΔ ྫ ʮొ͠Α͏ͱ͍ͯ͠ΔͷʹͰ͖·ͤΜʯ • Կͷొʁ • ΞΧϯτʁϓϩϑࣸਅʁ • ొͬͯԿʁ •
৽نొʁطʹ͋Δใͷ্ॻ͖ʁ • Ͱ͖·ͤΜͱʁ • Τϥʔ͕දࣔ͞ΕΔʁͦΕͱΫϥογϡ͢Δʁ
ݴ༿Ͱશͯ͑Δ͜ͱ͍͠ εΫϦʔϯγϣοτΛૹͬͯΒ͓͏ iOS 11ͳΒಈըͱ͍͏ख͋Δ શͯਖ਼֬ʹݴ༿Ͱ͑Δ͜ͱɺΤϯδχΞͰ͍͠
खݩͰ࠶ݱͰ͖Δ͔ࢼ͢
࠶ݱͰ͖Ε࠷ڧ ࠶ݱͰ͖ΕԿ͕ى͖͍ͯΔ͔ѲͰ͖Δ ඞཁͳใखݩͰखʹೖΔ
㙽ʹ֯ʹ࠶ݱΛࢼͦ͏ ·͓͍ͣ߹Θͤ༰Λݩʹ࠶ݱΛࢼΈ Α͏
࠶ݱ͠ͳ͍ʼʻͦΜͳ࣌ ΞϓϩʔνͷํΛม͑ͯΈΔ • ۙͷϦϦʔεͰؔ࿈ͦ͠͏ͳมߋΛ͠ ͍ͯͳ͍͔ɺ͔ΒௐΔ • पғͷਓʹ࠶ݱ͢Δ͔ࢼͯ͠Β͏ • ௨৴ΛΘ͟ͱ͘͢Δ࣮ڥʹۙ ͚ͮͯΈΔ
• ͰఘΊ؊৺ɺ΄Ͳ΄Ͳʹ
ݪҼͷΓ͚Λ͢Δ
ݪҼͷΓ͚Λ͢Δ ࠶ݱͰ͖͍ͯΕ • ίʔυΛಡΜͩΓ • ϒϨʔΫϙΠϯτɺσόοάϩά ͰݪҼͷಛఆ͕Ͱ͖Δ ΞϓϦͷʁ APIͷʁ ҟৗͳσʔλ͕ฆΕ͍ͯΔʁͱ͔
ݪҼʹΑͬͯରԠํ๏͕มΘͬͯ͘Δ
CSͷਓʹฦ৴ͷΞυόΠεΛ͢Δ
ϢʔβώϠϦϯά͢Δ࣌ɺ؆୯ʹฉ͘ ʮ͜ͷใແ͍ͱஅͰ͖ͳ͍ͳʔʯ ͱ͍͏࣌ • xxͷใڭ͑ͯΒ͍ͬͯͩ͘͞ͱฉ͘ • εΫϦʔϯγϣοτ͍ͩͬͯ͘͞ݴ͏ • Ϣʔβ͕͍or͍͍͑ͰճͰ͖Δฉ͖ ํʹ͢Δ
࣮ྫ ʮminimo͕Wi-Fi௨৴͡Όͳ͍ͱ։͚ͳ͍ʯ ͱ͍͏͓͍߹Θͤͷฦ৴ྫ
దͳissueΛͭ͘Δ
ྑ͍issueͱ • ࠶ݱ͢Δڥ͕ॻ͔Ε͍ͯΔ • OSΞϓϦͷverϢʔβͷঢ়ଶͳͲ • ࠶ݱखॱ͕ॻ͔Ε͍ͯΔ • ݱঢ়ͱظ͕ॻ͔Ε͍ͯΔ •
ʢݟͨͷͰ͋ΕʣεΫϦʔϯ γϣοτ͕͋Δ
ྑ͍issueͱ mixi engineer blogͷ͓͢͢Ίهࣄ ৽ࣾձਓͷͨΊͷόάϨϙʔτͷجຊ
ଞͷϝϯόʔʹڞ༗͢Δ
ڞ༗͖͢ͱ ͓͍߹ΘͤͰൃ֮͢Δͷ͏ͪɺڞ༗ ͖͢ͷ͋Δ ྫ • ଞͷϢʔβʹى͜Δ • ͦͷϢʔβݻ༗ͷͰେ͖ͳӨڹͷ ͋Δͷ ͱ͔ʁ͜ΕαʔϏε࣍ୈͩͱࢥ͏
ԿͰڞ༗͢Δͷʁ • αʔϏεͰͷࠂΛग़͔͢ • CSνʔϜ͕ಉ༷ͷ͓͍߹Θͤదͳ ฦ৴Λ͢ΔͨΊͷ४උΛ͍͔ͨ͠ • ͳͲɺʹ͋Θͤͯରॲ͖͢͜ͱ͕ ͋Δ
ओͳஅࡐྉ • ӨڹΛड͚ΔਓͲΕ͘Β͍ʁ • ϢʔβͷӨڹͷਂࠁͲΕ͘Β͍ʁ • αʔϏεͷӨڹͷਂࠁͲΕ͘Β͍ʁ
αʔϏεͷਂࠁͷྫ Ϟϯετͷ10࿈Ψνϟ͕ແྉͰҾ͖์ʂ →ϢʔβਂࠁͲ͜Ζ͔ϋοϐʔ͚ͩͲ αʔϏεͷਂࠁϠόΠ
ʑͱ৭ʑॻ͍͚ͨͲ… Ұ൪େࣄͳ͜ͱ
Կ͔ͩΜͩॻ͍͖͚ͯͨͲ ͜ͷ৺ߏ͕͑͋Ε ࣗવͱඞཁͳ͜ͱͰ͖Δ͔ͳͱࢥ͏
ਓͤʹͤͣʹ ͓͍߹ΘͤΛ͞Εͨํ͕ దͳαϙʔτΛड͚ΒΕΔΑ͏ʹ ΛͬͯऔΓܭΒ͏
࠷ޙͷࡆ $4ͷਓͰղܾͤͣ ΤϯδχΞʹॿ͚ΛٻΊΒΕ͍ͯΔ ʹ ΤϯδχΞ͕࠷ޙͷࡆ
࠷ޙͷࡆ ΤϯδχΞ͕ਓͤʹͯ͠͠·͑ Ϣʔβ༷͕దͳαϙʔτΛड͚ΒΕΔͷ͔ ո͘͠ͳͬͯ͠·͏
CSରԠͷྑ͍ͱ͜Ζ ͕ࣗ·ͩΒͳ͍͜ͱΛѲͰ͖Δνϟϯε पΓ͔Βͷ৴པΛಘΔνϟϯε ͦͯ͠ Ϣʔβ༷ʹྑ͍ମݧΛಧ͚Δνϟϯε ʢ͓͍߹Θͤ͠ͳ͍͍ͯ͘ͷ͕Ұ൪͚ͩͲͶʣ
͋Γ͕ͱ͏͍͟͝·ͨ͠ʂ
࠙ձ ͥͻ͔͚͍ͯͩ͘͠͞ʂ ˍ ͔͚͠·͢ʂ