{"id":3707,"date":"2022-05-10T10:49:36","date_gmt":"2022-05-10T03:49:36","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=3707"},"modified":"2024-09-16T10:27:41","modified_gmt":"2024-09-16T03:27:41","slug":"tong-dai-dat-phong-khach-san","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/case-study\/tong-dai-dat-phong-khach-san\/","title":{"rendered":"Solution to support effective management of reservations and stay history for hotel chains"},"content":{"rendered":"

B\u1ed0I C\u1ea2NH V\u00c0 TH\u00c1CH TH\u1ee8C<\/h2>\n

H\u1ec7 th\u1ed1ng kh\u00e1ch s\u1ea1n A s\u1edf h\u1eefu chu\u1ed7i ph\u00f2ng ngh\u1ec9 ti\u1ec7n nghi, cung c\u1ea5p d\u1ecbch v\u1ee5 nh\u00e0 h\u00e0ng v\u00e0 ph\u00f2ng h\u1ecdp t\u1ea1i c\u00e1c chi nh\u00e1nh kh\u00e1ch s\u1ea1n l\u1edbn. S\u1eb5n s\u00e0ng cung c\u1ea5p c\u00e1c d\u1ecbch v\u1ee5 b\u1ed5 sung nh\u01b0 d\u1ecbch v\u1ee5 \u0111\u1eb7t v\u00e9 m\u00e1y bay, v\u00e9 t\u00e0u ho\u1ea3, thu\u00ea xe \u00f4 t\u00f4, gia h\u1ea1n v\u00e0 l\u00e0m m\u1edbi visa, tour du l\u1ecbch tr\u1ecdn g\u00f3i.v.v. H\u1ec7 th\u1ed1ng t\u1eadp trung \u1edf khu v\u1ef1c trung t\u00e2m th\u00e0nh ph\u1ed1, g\u1ea7n v\u00f9ng ngo\u1ea1i \u00f4 \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch trong n\u01b0\u1edbc v\u00e0 qu\u1ed1c t\u1ebf. Kh\u00e1ch s\u1ea1n A s\u1edf h\u1eefu m\u1ed9t l\u01b0\u1ee3ng kh\u00e1ch l\u1edbn \u0111\u1eb7t ph\u00f2ng v\u1edbi nhi\u1ec1u m\u1ee5c \u0111\u00edch kh\u00e1c nhau, nh\u01b0ng ch\u1ec9 setup m\u1ed9t t\u1ed5ng \u0111\u00e0i c\u1ee9ng duy nh\u1ea5t.<\/p>\n

Vi\u1ec7c \u00e1p d\u1ee5ng t\u1ed5ng \u0111\u00e0i c\u1ee9ng g\u1eb7p nhi\u1ec1u kh\u00f3 kh\u0103n trong c\u00f4ng t\u00e1c h\u1ed7 tr\u1ee3 v\u00e0 ki\u1ec3m so\u00e1t th\u00f4ng tin kh\u00e1ch h\u00e0ng do kh\u00f4ng c\u00f3 ph\u01b0\u01a1ng \u00e1n thay th\u1ebf\u00a0 Doanh nghi\u1ec7p c\u0169ng m\u1ea5t nhi\u1ec1u th\u1eddi gian \u0111\u1ec3 l\u01b0u tr\u1eef v\u00e0 ph\u00e1t l\u1ea1i file ghi \u00e2m do ph\u1ea3i d\u00f9ng \u0111\u1ebfn th\u1ebb nh\u1edb ho\u1eb7c \u1ed5 c\u1ee9ng ngo\u00e0i. S\u1edf h\u1eefu m\u1ed9t t\u1ed5ng \u0111\u00e0i c\u00f3 kh\u1ea3 n\u0103ng t\u00edch h\u1ee3p ph\u1ea7n m\u1ec1m \u0111\u1eb7t ph\u00f2ng l\u00e0 y\u00eau c\u1ea7u c\u1ea5p thi\u1ebft l\u00fac b\u1ea5y gi\u1edd cho Kh\u00e1ch s\u1ea1n A.<\/p>\n

WHAT PROBLEM DOES BELLSYSTEM24 VIETNAM SOLVE?<\/strong><\/h2>\n

T\u1ed5ng \u0111\u00e0i CSKH chuy\u00ean nghi\u1ec7p k\u1ebft h\u1ee3p h\u1ec7 th\u1ed1ng \u0111\u1eb7t ph\u00f2ng kh\u00e1ch s\u1ea1n<\/h3>\n

Khi c\u00f3 cu\u1ed9c g\u1ecdi \u0111\u1ebfn, t\u00f9y thu\u1ed9c v\u00e0o c\u00e1c y\u00eau c\u1ea7u m\u00e0 kh\u00e1ch h\u00e0ng mu\u1ed1n \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n nh\u01b0 \u0111\u1eb7t ph\u00f2ng, h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng ho\u1eb7c c\u00e1c c\u00f4ng t\u00e1c \u0111i\u1ec1u ph\u1ed1i kh\u00e1c li\u00ean quan t\u1edbi nh\u00e0 h\u00e0ng, kh\u00e1ch s\u1ea1n, ph\u1ea7n m\u1ec1m Telehub v\u1edbi t\u00ednh n\u0103ng IVR s\u1ebd \u0111i\u1ec1u h\u01b0\u1edbng kh\u00e1ch h\u00e0ng g\u1eb7p t\u1ed5ng \u0111\u00e0i vi\u00ean ph\u00f9 h\u1ee3p.<\/p>\n

\"Lu\u1ed3ng<\/p>\n

N\u1ebfu kh\u00e1ch h\u00e0ng c\u00f3 nhu c\u1ea7u \u0111\u1eb7t ph\u00f2ng, t\u1ed5ng \u0111\u00e0i vi\u00ean s\u1ebd khai th\u00e1c th\u00f4ng tin v\u00e0 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng theo lu\u1ed3ng v\u1eadn h\u00e0nh sau:<\/p>\n

<\/p>\n

D\u1ec5 d\u00e0ng qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng l\u01b0u tr\u00fa\u00a0<\/b><\/h3>\n

Telehub c\u00f3 t\u00edch h\u1ee3p ph\u1ea7n m\u1ec1m \u0111\u1eb7t ph\u00f2ng v\u00e0 qu\u1ea3n l\u00fd l\u1ecbch s\u1eed l\u01b0u tr\u00fa c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00e1c d\u1eef li\u1ec7u li\u00ean quan c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c hi\u1ec3n th\u1ecb r\u00f5 r\u00e0ng v\u00e0 chi ti\u1ebft tr\u00ean m\u1ed9t m\u00e0n h\u00ecnh m\u00e1y t\u00ednh, t\u1ed5ng \u0111\u00e0i vi\u00ean d\u1ec5 d\u00e0ng t\u01b0 v\u1ea5n, \u0111\u1ed3ng th\u1eddi c\u0169ng h\u1ed7 tr\u1ee3 thu ng\u00e2n trong vi\u1ec7c thanh to\u00e1n sau khi kh\u00e1ch h\u00e0ng tr\u1ea3 ph\u00f2ng.<\/p>\n

\"Qu\u1ea3n<\/p>\n

Vi\u1ec7c l\u01b0u tr\u1eef th\u00f4ng tin kh\u00e1ch h\u00e0ng c\u0169ng h\u1ed7 tr\u1ee3 c\u00f4ng t\u00e1c g\u1ecdi ra happy call, nh\u1eafc nh\u1edf l\u1ecbch nh\u1eadn v\u00e0 tr\u1ea3 ph\u00f2ng, t\u1eeb \u0111\u00f3 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o.<\/p>\n

Linh ho\u1ea1t m\u1edf r\u1ed9ng quy m\u00f4 theo \u0111\u1ecbnh h\u01b0\u1edbng c\u1ee7a kh\u00e1ch s\u1ea1n A\u00a0<\/b><\/h3>\n

Ban \u0111\u1ea7u, kh\u00e1ch s\u1ea1n A ch\u1ec9 tri\u1ec3n khai ph\u1ea7n m\u1ec1m Telehub Basic v\u1edbi m\u1ed9t h\u1ec7 th\u1ed1ng t\u1ed5ng \u0111\u00e0i CSKH ti\u1ebfp nh\u1eadn c\u00e1c cu\u1ed9c g\u1ecdi v\u00e0o c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 vi\u1ec7c \u0111\u1eb7t ph\u00f2ng v\u00e0 c\u00e1c c\u00f4ng t\u00e1c h\u1ed7 tr\u1ee3, \u0111i\u1ec1u ph\u1ed1i li\u00ean quan kh\u00e1c. Tuy nhi\u00ean, nhu c\u1ea7u t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng thay \u0111\u1ed5i, thay v\u00ec g\u1ecdi tho\u1ea1i, nhi\u1ec1u kh\u00e1ch h\u00e0ng \u0111\u00e3 b\u1eaft \u0111\u1ea7u t\u01b0\u01a1ng t\u00e1c qua c\u00e1c k\u00eanh social kh\u00e1c. \u0110\u1ed3ng th\u1eddi, ph\u1ea7n l\u1edbn kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y b\u1ecb l\u00e0m phi\u1ec1n khi ph\u1ea3i l\u1eb7p l\u1ea1i c\u00e1c th\u00f4ng tin \u0111\u00e3 cung c\u1ea5p tr\u01b0\u1edbc \u0111\u00f3.<\/p>\n

Do \u0111\u00f3, Telehub \u0111\u00e3 linh ho\u1ea1t m\u1edf r\u1ed9ng quy m\u00f4 theo \u0111\u1ecbnh h\u01b0\u1edbng m\u1edbi c\u1ee7a kh\u00e1ch s\u1ea1n A, chuy\u1ec3n t\u1eeb Telehub Basic qua Telehub Premium. B\u00ean c\u1ea1nh gi\u1eef nguy\u00ean c\u00e1c t\u00ednh n\u0103ng li\u00ean quan t\u1edbi CSKH, \u0111\u1eb7t ph\u00f2ng th\u00ec phi\u00ean b\u1ea3n n\u00e2ng c\u1ea5p h\u1ed7 tr\u1ee3 m\u1edf r\u1ed9ng th\u00eam m\u1ed9t s\u1ed1 nghi\u1ec7p v\u1ee5 li\u00ean quan kh\u00e1c, \u0111\u1ed3ng th\u1eddi t\u00edch h\u1ee3p chat Zalo nh\u1eb1m t\u01b0\u01a1ng t\u00e1c \u0111a k\u00eanh hi\u1ec7u qu\u1ea3<\/p>\n

Tr\u1ef1c h\u1ec7 th\u1ed1ng t\u1eeb xa\u00a0<\/b><\/h3>\n

Sau khi m\u1edf r\u1ed9ng quy m\u00f4, Telehub cho ph\u00e9p t\u1ed5ng \u0111\u00e0i vi\u00ean c\u00f3 th\u1ec3 ho\u1ea1t \u0111\u1ed9ng t\u1eeb xa th\u00f4ng qua m\u00e1y t\u00ednh ho\u1eb7c \u0111i\u1ec7n tho\u1ea1i. Thay v\u00ec ph\u1ea3i l\u00ean c\u00f4ng ty, gi\u1edd \u0111\u00e2y Agent ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 ho\u1ea1t \u0111\u1ed9ng t\u1ea1i nh\u00e0 ho\u1eb7c b\u1ea5t c\u1ee9 \u0111\u00e2u, ch\u1ec9 c\u1ea7n c\u00f3 thi\u1ebft b\u1ecb c\u00f3 k\u1ebft n\u1ed1i Internet, \u0110\u1ed9i ng\u0169 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng lu\u00f4n s\u1eb5n s\u00e0ng t\u01b0 v\u1ea5n 24\/7.<\/p>\n

Gi\u1ea3i ph\u00e1p T\u1ed5ng \u0111\u00e0i Telehub \u0111\u1eb7c bi\u1ec7t h\u1eefu \u00edch v\u1edbi A trong th\u1eddi k\u1ef3 gi\u00e3n c\u00e1ch v\u00e0 d\u1ecbch b\u1ec7nh k\u00e9o d\u00e0i, khi doanh nghi\u1ec7p ph\u1ea3i t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh v\u00e0 ngu\u1ed3n nh\u00e2n l\u1ef1c<\/p>\n

RESULT<\/strong><\/h2>\n

Duy tr\u00ec v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

T\u1ed5ng \u0111\u00e0i CSKH chuy\u00ean nghi\u1ec7p s\u1eb5n s\u00e0ng t\u01b0 v\u1ea5n 24\/7 k\u1ebft h\u1ee3p c\u00f9ng t\u00ednh n\u0103ng l\u01b0u tr\u1eef th\u00f4ng tin l\u01b0u tr\u00fa, gi\u00fap gia t\u0103ng tr\u1ea3i nghi\u1ec7m ho\u00e0n h\u1ea3o cho kh\u00e1ch h\u00e0ng. C\u00e1c cu\u1ed9c g\u1ecdi ra happy call c\u0169ng g\u00f3p ph\u1ea7n th\u00fac \u0111\u1ea9y ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng CSAT l\u00ean h\u01a1n 90%, gi\u00fap doanh nghi\u1ec7p duy tr\u00ec \u0111\u01b0\u1ee3c l\u00f2ng tin v\u00e0 s\u1ef1 y\u00eau m\u1ebfn c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi d\u1ecbch v\u1ee5 l\u01b0u tr\u00fa t\u1ea1i A.<\/p>\n

Gia t\u0103ng hi\u1ec7u su\u1ea5t c\u00f4ng vi\u1ec7c\u00a0<\/b><\/h3>\n

V\u1edbi s\u1ef1 tr\u1ee3 gi\u00fap c\u1ee7a ph\u1ea7n m\u1ec1m t\u1ef1 \u0111\u1ed9ng IVR v\u00e0 t\u1ed5ng \u0111\u00e0i l\u00e0m vi\u1ec7c t\u1eeb xa, hi\u1ec7u su\u1ea5t t\u1ed5ng \u0111\u00e0i vi\u00ean \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n. Ngo\u00e0i ra ch\u1ee9c n\u0103ng l\u01b0u tr\u1eef th\u00f4ng tin v\u00e0 l\u1ecbch s\u1eed l\u01b0u tr\u00fa c\u0169ng gi\u00fap c\u00e1c b\u1ed9 ph\u1eadn li\u00ean quan l\u00e0m vi\u1ec7c tr\u00f4i ch\u1ea3y, c\u00f3 h\u1ec7 th\u1ed1ng v\u00e0 \u00edt \u00e1p l\u1ef1c h\u01a1n.<\/p>\n

Revenue growth\u00a0<\/b><\/h3>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u0103ng cao k\u1ebft h\u1ee3p c\u00f9ng hi\u1ec7u su\u1ea5t c\u00f4ng vi\u1ec7c c\u1ea3i thi\u1ec7n l\u00e0 ch\u00eca kh\u00f3a gi\u00fap kh\u00e1ch s\u1ea1n A t\u0103ng tr\u01b0\u1edfng doanh thu v\u01b0\u1ee3t tr\u1ed9i sau 3 th\u00e1ng s\u1eed d\u1ee5ng.<\/p>\n

<\/div>","protected":false},"excerpt":{"rendered":"

B\u1ed0I C\u1ea2NH V\u00c0 TH\u00c1CH TH\u1ee8C H\u1ec7 th\u1ed1ng kh\u00e1ch s\u1ea1n A s\u1edf h\u1eefu chu\u1ed7i ph\u00f2ng ngh\u1ec9 ti\u1ec7n nghi, cung c\u1ea5p d\u1ecbch […]<\/p>","protected":false},"author":1,"featured_media":16007,"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":"default","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 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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":[4,145],"tags":[30],"class_list":["post-3707","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-study","category-khach-san","tag-contact-center"],"acf":[],"yoast_head":"\nGi\u1ea3i ph\u00e1p h\u1ed7 tr\u1ee3 qu\u1ea3n l\u00fd \u0111\u1eb7t ph\u00f2ng v\u00e0 l\u1ecbch s\u1eed l\u01b0u tr\u00fa hi\u1ec7u qu\u1ea3\u00a0chu\u1ed7i kh\u00e1ch s\u1ea1n<\/title>\n<meta name=\"description\" content=\"Kh\u00e1ch s\u1ea1n \u00e1p d\u1ee5ng t\u1ed5ng \u0111\u00e0i ti\u1ebfp nh\u1eadn \u0111\u1eb7t ph\u00f2ng nh\u01b0ng g\u1eb7p nhi\u1ec1u kh\u00f3 kh\u0103n trong c\u00f4ng t\u00e1c h\u1ed7 tr\u1ee3 v\u00e0 ki\u1ec3m so\u00e1t th\u00f4ng tin kh\u00e1ch h\u00e0ng, gi\u1ea3i ph\u00e1p Telehub...\" \/>\n<meta name=\"robots\" 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