{"id":12402,"date":"2023-12-13T15:49:18","date_gmt":"2023-12-13T08:49:18","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=12402"},"modified":"2024-12-30T11:01:19","modified_gmt":"2024-12-30T04:01:19","slug":"6-xu-huong-quan-ly-trai-nghiem-khach-hang-nam-2024","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/6-xu-huong-quan-ly-trai-nghiem-khach-hang-nam-2024\/","title":{"rendered":"6 customer experience trends for 2025: Challenges and opportunities"},"content":{"rendered":"<p><i><span style=\"font-weight: 400;\">Tr\u00ean th\u1ef1c t\u1ebf, 97% ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u1ed3ng \u00fd r\u1eb1ng s\u1ef1 t\u01b0\u01a1ng t\u00e1c c\u1ee7a h\u1ecd qua d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn quy\u1ebft \u0111\u1ecbnh trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a h\u1ecd. N\u1ebfu doanh nghi\u1ec7p mu\u1ed1n gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch \u1ed5n \u0111\u1ecbnh th\u00ec vi\u1ec7c \u0111\u1ea3m b\u1ea3o doanh nghi\u1ec7p b\u1eaft k\u1ecbp xu h\u01b0\u1edbng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng n\u0103m 2024 l\u00e0 r\u1ea5t quan tr\u1ecdng.\u00a0<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">D\u01b0\u1edbi \u0111\u00e2y l\u00e0 6 xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u00e0 doanh nghi\u1ec7p c\u1ea7n theo d\u00f5i n\u0103m 2024 \u0111\u1ec3 t\u1ea1o tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng, t\u0103ng hi\u1ec7u su\u1ea5t kinh doanh cho doanh nghi\u1ec7p.<\/span><\/p>\n<h3><b>1. S\u1eed d\u1ee5ng AI \u0111\u1ec3 gi\u1ea3i quy\u1ebft t\u00ecnh tr\u1ea1ng thi\u1ebfu nh\u00e2n s\u1ef1 CSKH<\/b><\/h3>\n<p data-pm-slice=\"1 1 []\">Do t\u00ednh ch\u1ea5t \u00e1p l\u1ef1c cao, c\u00e1c trung t\u00e2m CSKH th\u01b0\u1eddng xuy\u00ean \u0111\u1ed1i m\u1eb7t v\u1edbi t\u1ef7 l\u1ec7 nh\u00e2n s\u1ef1 ra v\u00e0o li\u00ean t\u1ee5c. Vi\u1ec7c n\u00e0y d\u1eabn \u0111\u1ebfn t\u00ecnh tr\u1ea1ng thi\u1ebfu h\u00fat nh\u00e2n l\u1ef1c, \u0111\u1eb7c bi\u1ec7t trong nh\u1eefng giai \u0111o\u1ea1n cao \u0111i\u1ec3m nh\u01b0 l\u1ec5 h\u1ed9i, khuy\u1ebfn m\u00e3i ho\u1eb7c m\u00f9a mua s\u1eafm. Ngo\u00e0i ra, trong th\u1eddi k\u1ef3 kinh t\u1ebf suy tho\u00e1i, c\u00e1c doanh nghi\u1ec7p c\u00f3 xu h\u01b0\u1edbng c\u1eaft gi\u1ea3m ng\u00e2n s\u00e1ch cho nh\u00e2n s\u1ef1 CSKH, khi\u1ebfn kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd \u0111\u1ee3i d\u00e0i h\u01a1n b\u00ecnh th\u01b0\u1eddng \u0111\u1ec3 \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n ho\u1eb7c h\u1ed7 tr\u1ee3.<\/p>\n<p>S\u1ef1 k\u1ebft h\u1ee3p c\u00f4ng ngh\u1ec7 AI v\u00e0o d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u00e3 tr\u1edf th\u00e0nh m\u1ed9t xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng quan tr\u1ecdng, gi\u00fap gi\u1ea3i quy\u1ebft nhi\u1ec1u th\u00e1ch th\u1ee9c nh\u1eefng doanh nghi\u1ec7p \u0111ang g\u1eb7p ph\u1ea3i. AI c\u00f3 th\u1ec3 gi\u00fap t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c quy tr\u00ecnh x\u1eed l\u00fd y\u00eau c\u1ea7u th\u01b0\u1eddng g\u1eb7p, ti\u1ebft ki\u1ec7m th\u1eddi gian v\u00e0 ngu\u1ed3n l\u1ef1c nh\u00e2n s\u1ef1.<\/p>\n<p><span style=\"font-weight: 400;\">M\u1ed9t s\u1ed1 gi\u1ea3i ph\u00e1p g\u1ee3i \u00fd:<\/span><\/p>\n<ul>\n<li><strong>T\u1ef1 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng: <\/strong>Doanh nghi\u1ec7p c\u00f3 th\u1ec3 tri\u1ec3n khai chatbot AI ho\u1eb7c c\u00e1c h\u1ec7 th\u1ed1ng FAQ t\u1ef1 \u0111\u1ed9ng, cho ph\u00e9p kh\u00e1ch h\u00e0ng t\u00ecm ki\u1ebfm c\u00e2u tr\u1ea3 l\u1eddi nhanh ch\u00f3ng.<\/li>\n<li><strong>C\u1ea3i ti\u1ebfn quy tr\u00ecnh hi\u1ec7n t\u1ea1i: <\/strong>D\u1ef1a tr\u00ean d\u1eef li\u1ec7u, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ph\u00e2n t\u00edch nh\u1eefng khu v\u1ef1c g\u00e2y ch\u1eadm tr\u1ec5 trong quy tr\u00ecnh v\u00e0 \u0111\u1ec1 xu\u1ea5t ph\u01b0\u01a1ng \u00e1n t\u1ed1i \u01b0u.<\/li>\n<li><strong>Gi\u1ea3m kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c cho nh\u00e2n s\u1ef1: <\/strong>S\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 AI \u0111\u1ec3 x\u1eed l\u00fd c\u00e1c nhi\u1ec7m v\u1ee5 l\u1eb7p l\u1ea1i, gi\u1ea3i ph\u00f3ng th\u1eddi gian cho nh\u00e2n s\u1ef1 t\u1eadp trung v\u00e0o nh\u1eefng v\u1ea5n \u0111\u1ec1 ph\u1ee9c t\u1ea1p.<\/li>\n<\/ul>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"size-full wp-image-14686 aligncenter\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/12\/adc8460bac925350847b370b10c264ce.jpg\" alt=\"\" width=\"564\" height=\"376\" \/><\/p>\n<h3><b>2. Quan t\u00e2m v\u00e0 \u0111\u1ea7u t\u01b0 v\u00e0o nh\u00f3m kh\u00e1ch h\u00e0ng trung th\u00e0nh\u00a0<\/b><\/h3>\n<p data-pm-slice=\"1 1 []\">Kh\u00e1ch h\u00e0ng trung th\u00e0nh l\u00e0 t\u00e0i s\u1ea3n quan tr\u1ecdng nh\u1ea5t c\u1ee7a doanh nghi\u1ec7p, \u0111\u00f3ng vai tr\u00f2 c\u1ed1t l\u00f5i trong vi\u1ec7c \u0111\u1ea3m b\u1ea3o doanh thu b\u1ec1n v\u1eefng. Theo b\u00e1o c\u00e1o c\u1ee7a Bain &amp; Company, kh\u00e1ch h\u00e0ng trung th\u00e0nh chi ti\u00eau nhi\u1ec1u h\u01a1n t\u1ed1i \u0111a 67% so v\u1edbi kh\u00e1ch h\u00e0ng m\u1edbi, v\u00e0 chi ph\u00ed thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi cao g\u1ea5p 5 l\u1ea7n so v\u1edbi duy tr\u00ec kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3. Do \u0111\u00f3, vi\u1ec7c \u0111\u1ea7u t\u01b0 v\u00e0o nh\u00f3m kh\u00e1ch h\u00e0ng trung th\u00e0nh \u0111\u00e3 tr\u1edf th\u00e0nh m\u1ed9t xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c trong nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y.<\/p>\n<p>Doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft nh\u01b0 m\u1ed9t c\u00e1ch \u0111\u1ec3 duy tr\u00ec l\u00f2ng trung th\u00e0nh v\u00e0 gia t\u0103ng t\u1ea7n su\u1ea5t giao d\u1ecbch. C\u00e1c ch\u01b0\u01a1ng tr\u00ecnh n\u00e0y th\u01b0\u1eddng k\u00e8m theo nhi\u1ec1u \u01b0u \u0111\u00e3i \u0111\u1ed9c quy\u1ec1n nh\u01b0 gi\u1ea3m gi\u00e1, t\u1ea7ng \u0111i\u1ec3m t\u01b0\u01a1ng \u0111\u01b0\u01a1ng ti\u1ec1n, ho\u1eb7c truy c\u1eadp \u0111\u1eb7c bi\u1ec7t \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m m\u1edbi.<\/p>\n<p data-pm-slice=\"1 3 []\">M\u1ed9t s\u1ed1 ph\u01b0\u01a1ng ph\u00e1p hay:<\/p>\n<ul>\n<li><strong>Ch\u01b0\u01a1ng tr\u00ecnh \u0111i\u1ec3m th\u01b0\u1edfng linh ho\u1ea1t: <\/strong>Cho ph\u00e9p kh\u00e1ch h\u00e0ng t\u00edch l\u0169y \u0111i\u1ec3m v\u00e0 quy \u0111\u1ed5i th\u00e0nh c\u00e1c qu\u00e0 t\u1eb7ng ho\u1eb7c \u01b0u \u0111\u00e3i.<\/li>\n<li><strong>T\u1ea1o c\u00e1c quy\u1ec1n l\u1ee3i \u0111\u1ed9c quy\u1ec1n: <\/strong>Nh\u01b0 truy c\u1eadp tr\u01b0\u1edbc cho s\u1ea3n ph\u1ea9m m\u1edbi ho\u1eb7c tham gia s\u1ef1 ki\u1ec7n d\u00e0nh ri\u00eang cho kh\u00e1ch h\u00e0ng trung th\u00e0nh.<\/li>\n<li><strong>C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m:<\/strong> S\u1eed d\u1ee5ng d\u1eef li\u1ec7u \u0111\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c s\u1edf th\u00edch v\u00e0 nhu c\u1ea7u c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<h3><b>3. C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m g\u1eafn li\u1ec1n v\u1edbi v\u0103n ho\u00e1 c\u00f4ng ty<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 l\u00e0 \u0111i\u1ec1u b\u1eaft bu\u1ed9c \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 t\u0103ng tr\u01b0\u1edfng v\u1ec1 doanh thu. Do \u0111\u00f3 nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ph\u1ea3i \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a v\u00e0 \u0111\u01b0a v\u00e0o nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u00f3 \u00fd ngh\u0129a v\u0103n ho\u00e1 c\u1ee7a doanh nghi\u1ec7p, kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u00e3 tr\u1edf th\u00e0nh m\u1ed9t ph\u01b0\u01a1ng ph\u00e1p kinh doanh quan tr\u1ecdng khi m\u1ecdi nhu c\u1ea7u, s\u1edf th\u00edch, tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 li\u00ean quan \u0111\u1ebfn c\u00e1ch doanh nghi\u1ec7p x\u00e2y d\u1ef1ng v\u0103n ho\u00e1 v\u00e0 c\u00e2u chuy\u1ec7n c\u1ee7a c\u00f4ng ty. N\u00f3 v\u01b0\u1ee3t xa nh\u1eefng t\u01b0\u01a1ng t\u00e1c \u1edf m\u1ee9c \u0111\u1ed9 b\u1ec1 m\u1eb7t, th\u00e1ch th\u1ee9c v\u00e0 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng. Kh\u1ea3o s\u00e1t th\u1ecb tr\u01b0\u1eddng cho th\u1ea5y, \u0111a s\u1ed1 kh\u00e1ch h\u00e0ng c\u00f3 \u1ea5n t\u01b0\u1ee3ng s\u00e2u s\u1eafc v\u1edbi doanh nghi\u1ec7p c\u00f3 v\u0103n ho\u00e1, c\u00e2u chuy\u1ec7n v\u1ec1 con ng\u01b0\u1eddi v\u00e0 h\u00e0nh tr\u00ecnh ph\u00e1t tri\u1ec3n c\u00f4ng ty.<\/span><\/p>\n<blockquote><p><span style=\"font-weight: 400;\">V\u00ed d\u1ee5: Th\u00e0nh c\u00f4ng c\u1ee7a McDonald\u2019s lu\u00f4n b\u1eaft ngu\u1ed3n t\u1eeb vi\u1ec7c c\u00e2u chuy\u1ec7n kinh doanh. McDonald\u2019s \u0111\u01b0\u1ee3c h\u00ecnh th\u00e0nh v\u00e0 ph\u00e1t tri\u1ec3n b\u1edfi anh em nh\u00e0 McDonald\u2019s c\u00f9ng Kroc. Kroc tr\u00ean th\u1ef1c t\u1ebf ch\u1ec9 l\u00e0 m\u1ed9t ng\u01b0\u1eddi ti\u1ebfp th\u1ecb m\u00e1y \u00e9p cho c\u00e1c doanh nghi\u1ec7p, cho nh\u1eefng c\u1eeda h\u00e0ng nh\u1ecf l\u1ebb t\u1ea1i M\u1ef9. Sau m\u1ed9t l\u1ea7n \u00f4ng \u0111\u01b0\u1ee3c giao \u0111\u01a1n h\u00e0ng v\u1edbi r\u1ea5t nhi\u1ec1u nh\u1eefng m\u00e1y \u00e9p kh\u00e1c nhau cho hai anh em nh\u00e0 McDonald\u2019s th\u00ec \u00f4ng \u0111\u00e3 ph\u00e1t hi\u1ec7n ra c\u01a1 h\u1ed9i kinh doanh. C\u00e2u chuy\u1ec7n kinh doanh c\u1ee7a McDonald\u2019s b\u1eaft \u0111\u1ea7u t\u1eeb vi\u1ec7c bu\u00f4n b\u00e1n \u0111\u1ed3 \u0103n nhanh. Ch\u00ednh s\u1ef1 m\u1edbi l\u1ea1, \u0111i \u0111\u1ea7u v\u00e0 ti\u00ean phong c\u1ee7a lo\u1ea1i h\u00ecnh n\u00e0y m\u00e0 cho \u0111\u1ebfn th\u1eddi \u0111i\u1ec3m hi\u1ec7n t\u1ea1i \u0111\u00e2y v\u1eabn lu\u00f4n l\u00e0 m\u1ed9t trong s\u1ed1 nh\u1eefng doanh nghi\u1ec7p n\u1ed5i ti\u1ebfng trong d\u1ecbch v\u1ee5 cung c\u1ea5p \u0111\u1ed3 \u0103n nhanh nh\u1ea5t tr\u00ean th\u1ebf gi\u1edbi hi\u1ec7n nay. C\u00e1ch m\u00e0 McDonald\u2019s \u0111\u00e3 th\u1ec3 hi\u1ec7n l\u00e0 m\u1ed9t trong s\u1ed1 nh\u1eefng c\u00e1ch m\u00e0 c\u00e1c doanh nghi\u1ec7p hi\u1ec7n nay c\u0169ng \u0111ang \u00e1p d\u1ee5ng.<\/span><\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">M\u1ed9t s\u1ed1 g\u1ee3i \u00fd gi\u00fap mang l\u1ea1i tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u00f3a cho kh\u00e1ch h\u00e0ng<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0110\u1ea7u t\u01b0 v\u00e0o vi\u1ec7c tri\u1ec3n khai v\u0103n ho\u00e1, c\u00e2u chuy\u1ec7n mang \u00fd ngh\u0129a c\u1ee7a c\u00f4ng ty.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">K\u1ebft h\u1ee3p v\u0103n ho\u00e1 c\u00f4ng ty v\u00e0o d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, t\u1ea1o tr\u1ea3i nghi\u1ec7m \u0111\u00e1ng nh\u1edb.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ph\u00e1 v\u1ee1 c\u00e1c r\u00e0o c\u1ea3n gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng b\u1eb1ng d\u1ef1 \u0111o\u00e1n c\u1ea3m x\u00fac, nhu c\u1ea7u kh\u00e1ch h\u00e0ng b\u1eb1ng AI \u0111\u1ec3 \u0111\u01b0a ra nh\u1eefng c\u00e2u chuy\u1ec7n th\u1ef1c t\u1ebf, \u0111\u00e1p \u1ee9ng \u0111\u00fang nhu c\u1ea7u c\u1ee7a h\u1ecd.<\/span><\/li>\n<\/ul>\n<p>C\u00f3 th\u1ec3 b\u1ea1n mu\u1ed1n xem th\u00eam: <a href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/improve-customer-experience\/\" target=\"_blank\" rel=\"noopener\"><strong>13 c\u00e1ch hi\u1ec7u qu\u1ea3 \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/a><\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-14687 aligncenter\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/12\/9645879c88e7cd9596fa9f248aad4008.jpg\" alt=\"\" width=\"564\" height=\"450\" \/><\/p>\n<h3><b>4. T\u0103ng c\u01b0\u1eddng b\u1ea3o v\u1ec7 th\u00f4ng tin c\u00e1 nh\u00e2n<\/b><\/h3>\n<p data-pm-slice=\"1 3 []\">Trong k\u1ef7 nguy\u00ean k\u1ef9 thu\u1eadt s\u1ed1, b\u1ea3o m\u1eadt d\u1eef li\u1ec7u c\u00e1 nh\u00e2n tr\u1edf th\u00e0nh m\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng nh\u1ea5t trong xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Khi c\u00e1c doanh nghi\u1ec7p chuy\u1ec3n d\u1ea7n sang c\u00e1c n\u1ec1n t\u1ea3ng s\u1ed1 h\u00f3a, nguy c\u01a1 x\u00e2m nh\u1eadp d\u1eef li\u1ec7u v\u00e0 x\u00e2m ph\u1ea1m quy\u1ec1n ri\u00eang t\u01b0 ng\u00e0y c\u00e0ng gia t\u0103ng. Theo b\u00e1o c\u00e1o t\u1eeb IBM, 83% kh\u00e1ch h\u00e0ng s\u1ebd r\u1eddi b\u1ecf th\u01b0\u01a1ng hi\u1ec7u n\u1ebfu d\u1eef li\u1ec7u c\u00e1 nh\u00e2n c\u1ee7a h\u1ecd b\u1ecb r\u00f2 r\u1ec9, g\u00e2y thi\u1ec7t h\u1ea1i kh\u00f4ng ch\u1ec9 v\u1ec1 t\u00e0i ch\u00ednh m\u00e0 c\u00f2n v\u1ec1 uy t\u00edn doanh nghi\u1ec7p.<\/p>\n<p>T\u1ea7m quan tr\u1ecdng c\u1ee7a b\u1ea3o m\u1eadt trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng:<\/p>\n<ul>\n<li>Kh\u00e1ch h\u00e0ng mong mu\u1ed1n t\u00ednh minh b\u1ea1ch trong vi\u1ec7c s\u1eed d\u1ee5ng d\u1eef li\u1ec7u c\u1ee7a h\u1ecd, \u0111\u1eb7c bi\u1ec7t trong c\u00e1c xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng mang t\u00ednh c\u00e1 nh\u00e2n h\u00f3a.<\/li>\n<li>Khi doanh nghi\u1ec7p b\u1ea3o v\u1ec7 d\u1eef li\u1ec7u t\u1ed1t, h\u1ecd c\u00f3 th\u1ec3 t\u0103ng l\u1edfng tin v\u00e0 t\u0103ng \u0111\u1ed9 trung th\u00e0nh t\u1eeb kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">M\u1ed9t s\u1ed1 gi\u1ea3i ph\u00e1p b\u1ea3o m\u1eadt g\u1ee3i \u00fd:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0110\u00e1nh gi\u00e1 c\u00e1c giao th\u1ee9c v\u00e0 ch\u1ee9ng nh\u1eadn b\u1ea3o m\u1eadt th\u01b0\u1eddng xuy\u00ean \u0111\u1ec3 b\u1ea3o v\u1ec7 doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">T\u00ecm hi\u1ec3u c\u00e1ch t\u00edch h\u1ee3p c\u00e1c h\u1ec7 th\u1ed1ng h\u1ed7 tr\u1ee3 nh\u01b0 h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd \u0111\u01a1n h\u00e0ng (OMS) ho\u1eb7c CRM c\u00f3 th\u1ec3 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng m\u00e0 kh\u00f4ng g\u1eb7p r\u1ee7i ro vi ph\u1ea1m b\u1ea3o m\u1eadt.<\/span><\/li>\n<\/ul>\n<p>See also: <strong><a href=\"https:\/\/bell24vietnam.vn\/en\/technology\/crm-call-center\/\" target=\"_blank\" rel=\"noopener\">T\u1ea1i sao t\u1ed5ng \u0111\u00e0i call center ph\u1ea3i \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p CRM<\/a><\/strong><\/p>\n<p data-pm-slice=\"1 1 []\">Facebook \u0111\u00e3 tri\u1ec3n khai c\u00e1c c\u00f4ng c\u1ee5 AI ph\u00f2ng ch\u1ed1ng t\u1ea5n c\u00f4ng v\u00e0 m\u00e3 h\u00f3a hai l\u1edbp cho t\u1ea5t c\u1ea3 d\u1eef li\u1ec7u ng\u01b0\u1eddi d\u00f9ng. Nh\u1edd v\u1ecb v\u1eady, h\u1ecd \u0111\u00e3 gi\u1ea3m thi\u1ec3u \u0111\u00e1ng k\u1ec3 c\u00e1c l\u1ea7n r\u00f2 r\u1ec9 d\u1eef li\u1ec7u trong nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y.\u00a0T\u0103ng c\u01b0\u1eddng b\u1ea3o v\u1ec7 th\u00f4ng tin c\u00e1 nh\u00e2n kh\u00f4ng ch\u1ec9 l\u00e0 nhu c\u1ea7u thi\u1ebft y\u1ebfu c\u1ee7a doanh nghi\u1ec7p m\u00e0 c\u00f2n l\u00e0 xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng h\u00e0ng \u0111\u1ea7u trong th\u1eddi \u0111\u1ea1i hi\u1ec7n nay.<\/p>\n<h3><b>5. Phygital &#8211; Tr\u1ea3i nghi\u1ec7m m\u00f4i tr\u01b0\u1eddng s\u1ed1 k\u1ebft h\u1ee3p kh\u00f4ng gian th\u1ef1c t\u1ebf l\u00ean ng\u00f4i<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Ng\u00e0y c\u00e0ng c\u00f3 nhi\u1ec1u kh\u00e1ch h\u00e0ng mong mu\u1ed1n c\u00f3 nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t v\u1edbi k\u1ef9 thu\u1eadt s\u1ed1. H\u1ecd \u0111\u00e3 th\u00edch \u1ee9ng v\u1edbi m\u00e3 QR trong nh\u00e0 h\u00e0ng v\u00e0 c\u1eeda h\u00e0ng, \u0111\u00e2y \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 tr\u1ea3i nghi\u1ec7m phygital (th\u1ef1c t\u1ebf \u1ea3o song h\u00e0nh, \u0111\u00f3 l\u00e0 s\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa m\u00f4i tr\u01b0\u1eddng s\u1ed1 v\u00e0 kh\u00f4ng gian th\u1ef1c t\u1ebf). M\u1ee5c \u0111\u00edch c\u1ee7a Phygital ch\u00ednh l\u00e0 mang \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m \u201c\u0111\u1ed9c nh\u1ea5t\u201d, \u201cm\u1edbi l\u1ea1\u201d, \u201csi\u00eau th\u1ef1c\u201d, \u201ch\u1ea5p d\u1eabn s\u1ed1 1\u201d d\u00e0nh cho ng\u01b0\u1eddi d\u00f9ng. Nh\u1eefng tr\u1ea3i nghi\u1ec7m n\u00e0y v\u1eabn t\u1ed3n t\u1ea1i l\u00e2u d\u00e0i, ch\u00ednh v\u00ec v\u1eady c\u00e1c doanh nghi\u1ec7p n\u00ean \u0111\u1eb7t m\u1ee5c ti\u00eau l\u00e0m cho ch\u00fang tr\u1edf n\u00ean phong ph\u00fa v\u00e0 \u0111a d\u1ea1ng h\u01a1n, b\u1ea5t k\u1ec3 c\u00e1c h\u00ecnh th\u1ee9c n\u00e0o kh\u00e1ch h\u00e0ng ch\u1ea1m \u0111\u1ebfn. Kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 kh\u1ea3 n\u0103ng g\u1eafn b\u00f3 v\u1edbi th\u01b0\u01a1ng hi\u1ec7u cao g\u1ea5p 2,4 l\u1ea7n khi v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft nhanh ch\u00f3ng.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Tr\u1ea3i nghi\u1ec7m Phygital l\u00e0 m\u1ed9t ph\u1ea7n c\u1ee7a xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p s\u1ebd ng\u00e0y c\u00e0ng s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 th\u1ef1c t\u1ebf \u1ea3o v\u00e0 t\u0103ng c\u01b0\u1eddng cho tr\u1ea3i nghi\u1ec7m d\u00f9ng th\u1eed tr\u01b0\u1edbc khi mua. S\u00e1ng ki\u1ebfn \u200b\u200bn\u00e0y s\u1ebd h\u01b0\u1edbng t\u1edbi m\u1ed9t th\u1ebf gi\u1edbi hi\u1ec7n \u0111\u1ea1i.<\/span><\/p>\n<blockquote><p><span style=\"font-weight: 400;\">V\u00ed d\u1ee5: ph\u00f2ng ch\u1edd Onyx \u1ea3o c\u1ee7a JPMorgan, n\u01a1i ng\u00e2n h\u00e0ng c\u00f3 th\u1ec3 v\u1eadn h\u00e0nh c\u00e1c d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh trong metaverse v\u00e0 Stratoverse c\u1ee7a Fender, cho ph\u00e9p du kh\u00e1ch kh\u00e1m ph\u00e1 h\u00f2n \u0111\u1ea3o h\u00ecnh c\u00e2y \u0111\u00e0n guitar v\u00e0 tham gia m\u1ed9t cu\u1ed9c s\u0103n l\u00f9ng x\u00e1c s\u1ed1ng.<\/span><\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">M\u1ed9t s\u1ed1 g\u1ee3i \u00fd:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Trao quy\u1ec1n cho kh\u00e1ch h\u00e0ng t\u1ef1 ph\u1ee5c v\u1ee5 b\u1ea5t c\u1ee9 khi n\u00e0o h\u1ecd th\u1ea5y thu\u1eadn ti\u1ec7n. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 cung c\u1ea5p ph\u1ea7n c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p tr\u00ean trang web c\u1ee7a m\u00ecnh \u0111\u1ec3 thu th\u1eadp c\u00e1c c\u00e2u h\u1ecfi l\u1eb7p \u0111i l\u1eb7p l\u1ea1i.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">T\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c y\u00eau c\u1ea7u th\u01b0\u1eddng l\u1ec7 m\u00e0 kh\u00e1ch h\u00e0ng. Ch\u1ea1y CRM c\u1ee7a doanh nghi\u1ec7p th\u00f4ng qua b\u00e1o c\u00e1o t\u00e1c \u0111\u1ed9ng \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p nh\u1ea5t. \u0110i\u1ec1u n\u00e0y s\u1ebd gi\u00fap doanh nghi\u1ec7p thi\u1ebft l\u1eadp c\u00e1c c\u00e1ch \u0111\u1ec3 gi\u1ea3i quy\u1ebft ch\u00fang.<\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"size-full wp-image-14698 aligncenter\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/12\/b50309a02f54651f7262e56e66a7926f.jpg\" alt=\"\" width=\"564\" height=\"376\" \/><\/p>\n<h3><b>6. \u0110\u00e0o t\u1ea1o t\u1ed5ng \u0111\u00e0i vi\u00ean l\u00e0 \u0111i\u1ec3m m\u1ea5u ch\u1ed1t<\/b><\/h3>\n<p data-pm-slice=\"1 1 []\">Trong xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111\u1ea1i, ch\u1ea5t l\u01b0\u1ee3ng t\u01b0\u01a1ng t\u00e1c gi\u1eefa t\u1ed5ng \u0111\u00e0i vi\u00ean v\u00e0 kh\u00e1ch h\u00e0ng \u0111\u00f3ng vai tr\u00f2 then ch\u1ed1t trong vi\u1ec7c gi\u1eef ch\u00e2n l\u00f2ng trung th\u00e0nh. Kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng k\u1ef3 v\u1ecdng cao \u1edf m\u1ed7i l\u1ea7n t\u01b0\u01a1ng t\u00e1c, \u0111\u1eb7c bi\u1ec7t khi h\u1ecd g\u1ecdi \u0111\u1ebfn t\u1ed5ng \u0111\u00e0i h\u1ed7 tr\u1ee3. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi doanh nghi\u1ec7p ph\u1ea3i \u0111\u1ea7u t\u01b0 nghi\u00eam t\u00fac v\u00e0o vi\u1ec7c \u0111\u00e0o t\u1ea1o nh\u00e2n s\u1ef1 t\u1ea1i c\u00e1c trung t\u00e2m li\u00ean l\u1ea1c.<\/p>\n<p><span style=\"font-weight: 400;\">\u0110\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p n\u00ean ti\u1ebfp t\u1ee5c \u0111\u1ea7u t\u01b0 v\u00e0o c\u00e1c trung t\u00e2m li\u00ean l\u1ea1c c\u1ee7a m\u00ecnh. \u0110\u00e0o t\u1ea1o t\u1ed5ng \u0111\u00e0i vi\u00ean tr\u1edf n\u00ean chuy\u00ean nghi\u1ec7p, ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 s\u1ebd l\u00e0 b\u1ed9 m\u1eb7t \u0111\u00e1nh gi\u00e1 s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a c\u1ea3 c\u00f4ng ty.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u1ed9t s\u1ed1 g\u1ee3i \u00fd:<\/span><\/p>\n<p><strong>Tuy\u1ec3n d\u1ee5ng nh\u00e2n s\u1ef1 c\u00f3 EQ cao:\u00a0<\/strong>S\u1ef1 \u0111\u1ed3ng c\u1ea3m v\u00e0 kh\u1ea3 n\u0103ng giao ti\u1ebfp linh ho\u1ea1t \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng h\u01a1n IQ cao khi \u0111\u1ed1i m\u1eb7t v\u1edbi nh\u1eefng t\u00ecnh hu\u1ed1ng ph\u1ee9c t\u1ea1p.<\/p>\n<p><strong>\u0110\u00e0o t\u1ea1o chuy\u00ean s\u00e2u:<\/strong><\/p>\n<ul>\n<li>Cung c\u1ea5p kh\u00f3a h\u1ecdc \u0111\u00e0o t\u1ea1o v\u1ec1 giao ti\u1ebfp, \u0111\u1ed3ng c\u1ea3m v\u00e0 k\u1ef9 n\u0103ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1.<\/li>\n<li>T\u1eadp trung v\u00e0o vi\u1ec7c x\u00e2y d\u1ef1ng phong c\u00e1ch l\u00e0m vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/li>\n<\/ul>\n<p><strong>Khai th\u00e1c xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng:<\/strong><\/p>\n<ul>\n<li>C\u00e2n nh\u1eafc tham gia c\u00e1c t\u1ed5 ch\u1ee9c chuy\u00ean m\u00f4n nh\u01b0 Hi\u1ec7p h\u1ed9i D\u1ecbch v\u1ee5 Kh\u00e1ch h\u00e0ng Qu\u1ed1c t\u1ebf.<\/li>\n<li>Tham d\u1ef1 h\u1ed9i ngh\u1ecb \u0111\u1ec3 n\u1eafm b\u1eaft xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u1edbi nh\u1ea5t.<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Vi\u1ec7c \u0111\u00e1p \u1ee9ng nh\u1eefng k\u1ef3 v\u1ecdng cao c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1eb7c bi\u1ec7t kh\u00f3 kh\u0103n trong th\u1eddi gian n\u00e0y, nh\u01b0ng n\u00f3 c\u00f3 th\u1ec3 t\u1ea1o n\u00ean s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng trung th\u00e0nh hay \u0111\u00e1nh m\u1ea5t h\u1ecd. C\u00e1c qu\u1ea3n l\u00fd doanh nghi\u1ec7p \u0111\u1ea7u t\u01b0 v\u00e0o c\u00e1c gi\u1ea3i ph\u00e1p \u0111\u1ed5i m\u1edbi \u0111\u1ec3 n\u00e2ng cao hi\u1ec7u qu\u1ea3 v\u00e0 nhanh ch\u00f3ng th\u00edch \u1ee9ng v\u1edbi s\u1ef1 thay \u0111\u1ed5i trong s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u01b0\u1ee3c trang b\u1ecb t\u1ed1t \u0111\u1ec3 v\u01b0\u1ee3t qua m\u1ecdi th\u00e1ch th\u1ee9c c\u00f3 th\u1ec3 x\u1ea3y ra trong t\u01b0\u01a1ng lai.\u00a0<\/span><\/p>\n<div id=\"eJOY__extension_root\" class=\"eJOY__extension_root_class\" style=\"all: unset;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>Tr\u00ean th\u1ef1c t\u1ebf, 97% ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u1ed3ng \u00fd r\u1eb1ng s\u1ef1 t\u01b0\u01a1ng t\u00e1c c\u1ee7a h\u1ecd qua d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng [&hellip;]<\/p>","protected":false},"author":1,"featured_media":16429,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[],"class_list":["post-12402","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - 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