探討KVM產業客服網站的設計策略：以台灣A公司和全球主要競對手為例

Abstract

在現今資訊科技及網際網路普及的時代，使用資訊科技的線上客服在消費性產品(B2C)的市場已相當普遍，並且因其經濟和客戶數量的規模，發展進步非常快速。相對來說，在B2B的市場裡，因客戶性質不同，商業模式不一樣，客戶數量也相對小眾，因此B2B線上客服的發展與效益不像消費性產品來得顯著。 以2021年全球市場為例，PC、平板等消費性市場為主的電子產品，市場規模約台幣24兆，數據中心的市場規模約台幣6.6兆，而KVM全球市場同年只有約台幣300億；因此KVM產品在各種B2B的產業中，相對來說是更為小眾的市場，更鮮少有相關之研究與探討。 本研究希望綜合產業競爭、公司產品策略、資訊管理架構與網站UX設計的角度，整理分析KVM主要競爭廠商之間客服網站的異同，以驗證其網站設計與廠商產品策略的匹配性，並提出未來發展及優化的建議。

Currently information technology and the Internet websites already widely adapted, online customer service using information technology is quite common in the consumer product (B2C) market, and due to the economic scale and the large pool of customer base, the innovation of B2C service websites is very fast. On the other hand, B2B has different customer characteristics and business models, plus relatively smaller number of customer, B2B online customer service did not advance as fast as B2C business. Taking the global market in 2021 as an example, the market size of consumer electronics products such as PCs and tablets is about NT$24 trillion, while the market size of data centers is only about NT$6.6 trillion, and the global KVM market is merely around NT$30 billion in the same year; therefore among several varieties of B2B industries, KVM is relatively a small and niche market, and there are few researches and discussions for this sector of business. This research will use the perspectives of industry competition, corporate product strategy, information management structure, and techniques of website UI/UX design, to analyze the similarities and differences of customer service websites among major KVM competitors, matching the website designs and the corporate product strategies, and expect to conclude the suggestions and directions of website optimization.