status quo
**Customer pain points
- A junior FAE does not solve the problem
- FAE has a good understanding of certain aspects of technology, but has little understanding of another aspect
- Support for new technologies is difficult to keep up with
- A person who is proficient in a certain technology needs to support multiple customers at the same time
**FAE pain points
- drowning in countless tedious questions every day
- Not only to solve technical problems, but also to undertake the task of market development sometimes
- Frequently solve repetitive problems
- New technologies are updated frequently, and it takes a certain amount of time from learning to proficiency, and customers can’t wait
- The technical information is vast, and even working overtime and studying can't cope with the vast sky-like questions of customers.
**The essence of FAE's work is to connect customer problems and solutions
FAE is actually a personal meat search engine, which can be replaced by search engines
What I see is superficial, I think the future trend
1. Big backstage, small front desk
Establish a knowledge platform and search engine to provide platform-level support. Any problem of the customer only needs to be solved once, and then shared on the platform. Through the algorithm of the search engine, just like Baidu , you can search for answers by entering a question.
2. Integration of sales and technical support
The previous model is that sales are connected to procurement, and technical support is connected to R&D. In the process of project follow-up, the efficiency of communication and coordination is low, and the efficiency of personnel is low.
On the premise of establishing a good knowledge platform, the integration of sales and technical support can be considered, which has the following advantages:
- High staff efficiency
- low cost of communication
- Better grasp the distance between customer needs and technical reality to drive projects forward
3. More detailed occupational division of labor (take the chip industry as an example)
SFAE: Sales-Technical Support
PFAE: Solution-level technical support
4. Panoramic tool chain (chip industry as an example)
Possible workflow for FAE:
Onboarding-->Training-->Practice-->Visit customers-->Promotion-->Provide samples and development tools-->Technical support-->Small batch-->Mass production
The panoramic tool chain is to analyze all the links of FAE work, develop the tools that may be needed in each process, and continuously optimize. Reduced onboarding time for new employees by 90%. Improve the effectiveness of customer support