{"id":5468,"date":"2022-04-20T16:51:34","date_gmt":"2022-04-20T09:51:34","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=5468"},"modified":"2026-07-01T16:28:03","modified_gmt":"2026-07-01T09:28:03","slug":"customer-journey-map-and-ready-made-template","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/customer-journey-map-and-ready-made-template\/","title":{"rendered":"M\u1eabu b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 Template chi ti\u1ebft"},"content":{"rendered":"<p><strong>B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (Customer Journey Map)<\/strong> l\u00e0 c\u00f4ng c\u1ee5 tr\u1ef1c quan h\u00f3a to\u00e0n b\u1ed9 qu\u00e1 tr\u00ecnh kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p, t\u1eeb l\u00fac nh\u1eadn bi\u1ebft nhu c\u1ea7u, t\u00ecm hi\u1ec3u, ra quy\u1ebft \u0111\u1ecbnh mua, s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 cho \u0111\u1ebfn giai \u0111o\u1ea1n h\u1eadu m\u00e3i. D\u1ef1a tr\u00ean b\u1ea3n \u0111\u1ed3 n\u00e0y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c \u0111i\u1ec3m ch\u1ea1m n\u00e0o \u0111ang v\u1eadn h\u00e0nh t\u1ed1t, \u0111i\u1ec3m ch\u1ea1m n\u00e0o g\u00e2y ra tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra gi\u1ea3i ph\u00e1p c\u1ea3i ti\u1ebfn \u0111\u00fang tr\u1ecdng t\u00e2m thay v\u00ec d\u00e0n tr\u1ea3i.<\/p>\n<p>B\u00e0i vi\u1ebft n\u00e0y cung c\u1ea5p 5 m\u1eabu b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ph\u1ed5 bi\u1ebfn k\u00e8m h\u01b0\u1edbng d\u1eabn \u00e1p d\u1ee5ng th\u1ef1c t\u1ebf, gi\u00fap doanh nghi\u1ec7p c\u00f3 th\u1ec3 tri\u1ec3n khai ngay.<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-19634 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/CRM5.png\" alt=\"Manage customer journeys with CRM\" width=\"801\" height=\"362\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/CRM5.png 801w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/CRM5-300x136.png 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/CRM5-768x347.png 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/CRM5-18x8.png 18w\" sizes=\"(max-width: 801px) 100vw, 801px\" \/><\/p>\n<h2>V\u00ec sao c\u1ea7n x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng?<\/h2>\n<p>Tr\u01b0\u1edbc khi \u0111i v\u00e0o t\u1eebng m\u1eabu template, c\u1ea7n hi\u1ec3u r\u00f5 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 g\u00ec trong v\u1eadn h\u00e0nh:<\/p>\n<ul>\n<li><strong>Ph\u00e1t hi\u1ec7n \u0111i\u1ec3m ngh\u1ebdn (pain point) b\u1ecb b\u1ecf s\u00f3t<\/strong>: Nhi\u1ec1u v\u1ea5n \u0111\u1ec1 khi\u1ebfn kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf kh\u00f4ng xu\u1ea5t hi\u1ec7n r\u00f5 trong b\u00e1o c\u00e1o KPI c\u1ee7a t\u1eebng b\u1ed9 ph\u1eadn, m\u00e0 ch\u1ec9 l\u1ed9 di\u1ec7n khi nh\u00ecn xuy\u00ean su\u1ed1t c\u1ea3 h\u00e0nh tr\u00ecnh.<\/li>\n<li><strong>Th\u1ed1ng nh\u1ea5t g\u00f3c nh\u00ecn gi\u1eefa c\u00e1c ph\u00f2ng ban<\/strong>: Marketing, Sale, CSKH th\u01b0\u1eddng ch\u1ec9 n\u1eafm r\u00f5 giai \u0111o\u1ea1n m\u00ecnh ph\u1ee5 tr\u00e1ch. B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh gi\u00fap c\u00e1c b\u1ed9 ph\u1eadn nh\u00ecn th\u1ea5y b\u1ee9c tranh chung v\u00e0 ph\u1ed1i h\u1ee3p nh\u1ea5t qu\u00e1n h\u01a1n.<\/li>\n<li><strong>\u01afu ti\u00ean ngu\u1ed3n l\u1ef1c \u0111\u00fang ch\u1ed7<\/strong>: Thay v\u00ec c\u1ea3i thi\u1ec7n \u0111\u1ed3ng lo\u1ea1t, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1eadp trung ng\u00e2n s\u00e1ch v\u00e0 nh\u00e2n l\u1ef1c v\u00e0o nh\u1eefng \u0111i\u1ec3m ch\u1ea1m \u1ea3nh h\u01b0\u1edfng l\u1edbn nh\u1ea5t \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m v\u00e0 t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i.<\/li>\n<li><strong>L\u00e0m c\u01a1 s\u1edf \u0111o l\u01b0\u1eddng CX theo th\u1eddi gian<\/strong>: B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh l\u00e0 n\u1ec1n t\u1ea3ng \u0111\u1ec3 g\u1eafn c\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0 CSAT, NPS, FCR v\u00e0o t\u1eebng giai \u0111o\u1ea1n c\u1ee5 th\u1ec3, thay v\u00ec \u0111o l\u01b0\u1eddng m\u1ed9t c\u00e1ch chung chung.<\/li>\n<\/ul>\n<h2>C\u1ea5u tr\u00fac c\u01a1 b\u1ea3n c\u1ee7a m\u1ed9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/h2>\n<p>D\u00f9 c\u00f3 nhi\u1ec1u bi\u1ebfn th\u1ec3, ph\u1ea7n l\u1edbn c\u00e1c m\u1eabu b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u1ec1u xoay quanh c\u00e1c th\u00e0nh ph\u1ea7n sau:<\/p>\n<p><strong>Giai \u0111o\u1ea1n (Stage)<\/strong><\/p>\n<p>G\u1ed3m c\u00e1c m\u1ed1c trong h\u00e0nh tr\u00ecnh, v\u00ed d\u1ee5 Nh\u1eadn bi\u1ebft \u2192 C\u00e2n nh\u1eafc \u2192 Mua h\u00e0ng \u2192 S\u1eed d\u1ee5ng \u2192 Trung th\u00e0nh\/Gi\u1edbi thi\u1ec7u.<\/p>\n<p><strong>Customer Actions<\/strong><\/p>\n<p>Kh\u00e1ch h\u00e0ng l\u00e0m g\u00ec \u1edf m\u1ed7i giai \u0111o\u1ea1n (t\u00ecm ki\u1ebfm, so s\u00e1nh, \u0111\u1eb7t c\u00e2u h\u1ecfi, \u0111\u1eb7t h\u00e0ng&#8230;).<\/p>\n<p><strong>\u0110i\u1ec3m ch\u1ea1m (Touchpoint)<\/strong><\/p>\n<p>K\u00eanh m\u00e0 kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p (website, m\u1ea1ng x\u00e3 h\u1ed9i, t\u1ed5ng \u0111\u00e0i, c\u1eeda h\u00e0ng, email)<\/p>\n<p><strong>C\u1ea3m x\u00fac (Emotion)<\/strong><\/p>\n<p>M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng ho\u1eb7c kh\u00f3 ch\u1ecbu t\u1ea1i t\u1eebng giai \u0111o\u1ea1n, th\u01b0\u1eddng minh h\u1ecda b\u1eb1ng bi\u1ec3u \u0111\u1ed3 c\u1ea3m x\u00fac t\u0103ng gi\u1ea3m.<\/p>\n<p><strong>V\u1ea5n \u0111\u1ec1 g\u1eb7p ph\u1ea3i (Pain point)<\/strong><\/p>\n<p>Nh\u1eefng r\u00e0o c\u1ea3n khi\u1ebfn kh\u00e1ch h\u00e0ng do d\u1ef1 ho\u1eb7c r\u1eddi b\u1ecf.<\/p>\n<p><strong>C\u01a1 h\u1ed9i c\u1ea3i ti\u1ebfn (Opportunity)<\/strong><\/p>\n<p>Gi\u1ea3i ph\u00e1p ho\u1eb7c h\u00e0nh \u0111\u1ed9ng c\u1ee5 th\u1ec3 \u0111\u1ec3 kh\u1eafc ph\u1ee5c pain point.<\/p>\n<figure id=\"attachment_21962\" aria-describedby=\"caption-attachment-21962\" style=\"width: 2560px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-21962 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/template_blank-scaled.webp\" alt=\"emplate b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng tr\u1ed1ng\" width=\"2560\" height=\"1667\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/template_blank-scaled.webp 2560w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/template_blank-300x195.webp 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/template_blank-1024x667.webp 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/template_blank-768x500.webp 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/template_blank-1536x1000.webp 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/template_blank-2048x1333.webp 2048w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/template_blank-18x12.webp 18w\" sizes=\"(max-width: 2560px) 100vw, 2560px\" \/><figcaption id=\"caption-attachment-21962\" class=\"wp-caption-text\">Template b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng d\u1ea1ng tr\u1ed1ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ea3i v\u1ec1 v\u00e0 \u0111i\u1ec1n tr\u1ef1c ti\u1ebfp theo 5 giai \u0111o\u1ea1n v\u00e0 5 l\u1edbp th\u00f4ng tin \u1edf tr\u00ean.<\/figcaption><\/figure>\n<figure id=\"attachment_21961\" aria-describedby=\"caption-attachment-21961\" style=\"width: 2204px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-21961 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/emotion_curve_chart.webp\" alt=\"Bi\u1ec3u \u0111\u1ed3 c\u1ea3m x\u00fac\" width=\"2204\" height=\"1148\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/emotion_curve_chart.webp 2204w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/emotion_curve_chart-300x156.webp 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/emotion_curve_chart-1024x533.webp 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/emotion_curve_chart-768x400.webp 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/emotion_curve_chart-1536x800.webp 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/emotion_curve_chart-2048x1067.webp 2048w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/emotion_curve_chart-18x9.webp 18w\" sizes=\"(max-width: 2204px) 100vw, 2204px\" \/><figcaption id=\"caption-attachment-21961\" class=\"wp-caption-text\">Bi\u1ec3u \u0111\u1ed3 c\u1ea3m x\u00fac (Emotion Curve) minh h\u1ecda: \u0111\u01b0\u1eddng m\u00e0u cam th\u1ec3 hi\u1ec7n m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng t\u0103ng gi\u1ea3m qua t\u1eebng giai \u0111o\u1ea1n, gi\u00fap tr\u1ef1c quan h\u00f3a nhanh nh\u1eefng giai \u0111o\u1ea1n &#8220;s\u1ee5t c\u1ea3m x\u00fac&#8221; c\u1ea7n \u01b0u ti\u00ean x\u1eed l\u00fd.<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<h2>5 m\u1eabu b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ph\u1ed5 bi\u1ebfn<\/h2>\n<h3>1. M\u1eabu b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng d\u1ea1ng t\u1ed5ng qu\u00e1t<\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-21966 size-large\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-dang-tong-quat-1024x619.webp\" alt=\"M\u1eabu b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng d\u1ea1ng t\u1ed5ng qu\u00e1t\" width=\"1024\" height=\"619\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-dang-tong-quat-1024x619.webp 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-dang-tong-quat-300x181.webp 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-dang-tong-quat-768x464.webp 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-dang-tong-quat-1536x928.webp 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-dang-tong-quat-2048x1237.webp 2048w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-dang-tong-quat-18x12.webp 18w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<p>\u0110\u00e2y l\u00e0 d\u1ea1ng m\u1eabu ph\u1ed5 bi\u1ebfn nh\u1ea5t, ph\u00f9 h\u1ee3p cho doanh nghi\u1ec7p m\u1edbi b\u1eaft \u0111\u1ea7u x\u00e2y d\u1ef1ng customer journey map. M\u1eabu n\u00e0y tr\u00ecnh b\u00e0y h\u00e0nh tr\u00ecnh theo c\u00e1c giai \u0111o\u1ea1n ch\u00ednh (Nh\u1eadn bi\u1ebft \u2013 C\u00e2n nh\u1eafc \u2013 Mua h\u00e0ng \u2013 S\u1eed d\u1ee5ng \u2013 Trung th\u00e0nh), k\u00e8m theo h\u00e0nh \u0111\u1ed9ng, \u0111i\u1ec3m ch\u1ea1m v\u00e0 c\u1ea3m x\u00fac kh\u00e1ch h\u00e0ng \u1edf m\u1ed7i giai \u0111o\u1ea1n.<\/p>\n<p><strong>Khi n\u00e0o n\u00ean d\u00f9ng m\u1eabu n\u00e0y?<\/strong><\/p>\n<p>Khi doanh nghi\u1ec7p c\u1ea7n m\u1ed9t b\u1ee9c tranh t\u1ed5ng th\u1ec3 tr\u01b0\u1edbc khi \u0111i s\u00e2u v\u00e0o t\u1eebng ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng ho\u1eb7c t\u1eebng k\u00eanh c\u1ee5 th\u1ec3.<\/p>\n<h3>2. M\u1eabu b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng theo ph\u1ec5u marketing<\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-21963 size-large\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-theo-pheu-marketing-1024x735.webp\" alt=\"M\u1eabu b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng theo ph\u1ec5u marketing\" width=\"1024\" height=\"735\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-theo-pheu-marketing-1024x735.webp 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-theo-pheu-marketing-300x215.webp 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-theo-pheu-marketing-768x551.webp 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-theo-pheu-marketing-1536x1102.webp 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-theo-pheu-marketing-2048x1469.webp 2048w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-theo-pheu-marketing-18x12.webp 18w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<p>M\u1eabu n\u00e0y g\u1eafn h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u1edbi c\u00e1c giai \u0111o\u1ea1n trong ph\u1ec5u marketing (Awareness \u2013 Interest \u2013 Desire \u2013 Action), t\u1eadp trung v\u00e0o vi\u1ec7c \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 chuy\u1ec3n \u0111\u1ed5i gi\u1eefa c\u00e1c giai \u0111o\u1ea1n.<\/p>\n<p><strong>Khi n\u00e0o n\u00ean d\u00f9ng:<\/strong> Khi m\u1ee5c ti\u00eau ch\u00ednh l\u00e0 t\u1ed1i \u01b0u t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i t\u1eeb kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng th\u00e0nh kh\u00e1ch h\u00e0ng th\u1ef1c t\u1ebf, th\u01b0\u1eddng \u0111\u01b0\u1ee3c b\u1ed9 ph\u1eadn Marketing v\u00e0 Sale s\u1eed d\u1ee5ng song song.<\/p>\n<h3>3. M\u1eabu b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng cho ng\u00e0nh th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed<\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-21960 size-large\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/template_ecommerce_example-1024x667.webp\" alt=\"template_ecommerce_example\" width=\"1024\" height=\"667\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/template_ecommerce_example-1024x667.webp 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/template_ecommerce_example-300x195.webp 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/template_ecommerce_example-768x500.webp 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/template_ecommerce_example-1536x1000.webp 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/template_ecommerce_example-2048x1333.webp 2048w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/template_ecommerce_example-18x12.webp 18w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<p>V\u1edbi \u0111\u1eb7c th\u00f9 giao d\u1ecbch di\u1ec5n ra ho\u00e0n to\u00e0n tr\u00ean n\u1ec1n t\u1ea3ng s\u1ed1, m\u1eabu n\u00e0y t\u1eadp trung v\u00e0o c\u00e1c \u0111i\u1ec3m ch\u1ea1m online: t\u00ecm ki\u1ebfm s\u1ea3n ph\u1ea9m, \u0111\u1ecdc \u0111\u00e1nh gi\u00e1, th\u00eam gi\u1ecf h\u00e0ng, thanh to\u00e1n, theo d\u00f5i \u0111\u01a1n h\u00e0ng v\u00e0 ch\u0103m s\u00f3c sau b\u00e1n.<\/p>\n<p><strong>Khi n\u00e0o n\u00ean d\u00f9ng?<\/strong><\/p>\n<p>Ph\u00f9 h\u1ee3p v\u1edbi doanh nghi\u1ec7p b\u00e1n h\u00e0ng qua s\u00e0n TM\u0110T, website ho\u1eb7c \u1ee9ng d\u1ee5ng, n\u01a1i h\u00e0nh vi kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 theo d\u00f5i b\u1eb1ng d\u1eef li\u1ec7u s\u1ed1.<\/p>\n<h3>4. M\u1eabu b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng B2C<\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-21965 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-B2C-scaled.webp\" alt=\"M\u1eabu b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng B2C\" width=\"2560\" height=\"1547\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-B2C-scaled.webp 2560w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-B2C-300x181.webp 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-B2C-1024x619.webp 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-B2C-768x464.webp 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-B2C-1536x928.webp 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-B2C-2048x1237.webp 2048w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/Mau-ban-do-hanh-trinh-khach-hang-B2C-18x12.webp 18w\" sizes=\"(max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<p>M\u1eabu n\u00e0y ch\u00fa tr\u1ecdng v\u00e0o y\u1ebfu t\u1ed1 c\u1ea3m x\u00fac v\u00e0 tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u00f3a, ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c ng\u00e0nh c\u00f3 t\u1ea7n su\u1ea5t t\u01b0\u01a1ng t\u00e1c cao nh\u01b0 b\u00e1n l\u1ebb, F&amp;B, d\u1ecbch v\u1ee5 ti\u00eau d\u00f9ng.<\/p>\n<p><strong>Khi n\u00e0o n\u00ean d\u00f9ng?<\/strong><\/p>\n<p>Khi doanh nghi\u1ec7p mu\u1ed1n ph\u00e2n t\u00edch s\u00e2u y\u1ebfu t\u1ed1 c\u1ea3m x\u00fac, s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a t\u1eebng nh\u00f3m kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n.<\/p>\n<h3>5. M\u1eabu b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng cho ng\u00e0nh b\u00e1n l\u1ebb<\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-21964 size-large\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/ban-do-hanh-trinh-khach-hang-nganh-ban-le-1024x619.webp\" alt=\"b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ng\u00e0nh b\u00e1n l\u1ebb\" width=\"1024\" height=\"619\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/ban-do-hanh-trinh-khach-hang-nganh-ban-le-1024x619.webp 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/ban-do-hanh-trinh-khach-hang-nganh-ban-le-300x181.webp 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/ban-do-hanh-trinh-khach-hang-nganh-ban-le-768x464.webp 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/ban-do-hanh-trinh-khach-hang-nganh-ban-le-1536x928.webp 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/ban-do-hanh-trinh-khach-hang-nganh-ban-le-2048x1237.webp 2048w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/04\/ban-do-hanh-trinh-khach-hang-nganh-ban-le-18x12.webp 18w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<p>M\u1eabu n\u00e0y k\u1ebft h\u1ee3p c\u1ea3 \u0111i\u1ec3m ch\u1ea1m offline (c\u1eeda h\u00e0ng, nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng) v\u00e0 online (website, m\u1ea1ng x\u00e3 h\u1ed9i), ph\u1ea3n \u00e1nh \u0111\u00fang \u0111\u1eb7c th\u00f9 h\u00e0nh tr\u00ecnh \u0111a k\u00eanh (omnichannel) c\u1ee7a ng\u00e0nh b\u00e1n l\u1ebb hi\u1ec7n nay.<\/p>\n<p><strong>Khi n\u00e0o n\u00ean d\u00f9ng:<\/strong> Khi doanh nghi\u1ec7p v\u1eadn h\u00e0nh song song c\u1ea3 k\u00eanh online v\u00e0 offline, c\u1ea7n \u0111\u1ed3ng b\u1ed9 tr\u1ea3i nghi\u1ec7m gi\u1eefa c\u00e1c k\u00eanh.<\/p>\n<h2>C\u00e1ch \u00e1p d\u1ee5ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0o v\u1eadn h\u00e0nh th\u1ef1c t\u1ebf<\/h2>\n<p>C\u00f3 template ch\u1ec9 l\u00e0 b\u01b0\u1edbc kh\u1edfi \u0111\u1ea7u. \u0110\u1ec3 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 t\u1ea1o ra gi\u00e1 tr\u1ecb, doanh nghi\u1ec7p c\u1ea7n th\u1ef1c hi\u1ec7n tr\u1ecdn v\u1eb9n 4 b\u01b0\u1edbc sau:<\/p>\n<ol>\n<li><strong>Thu th\u1eadp d\u1eef li\u1ec7u th\u1ef1c t\u1ebf<\/strong> t\u1eeb kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng, d\u1eef li\u1ec7u t\u1ed5ng \u0111\u00e0i, l\u1ecbch s\u1eed giao d\u1ecbch v\u00e0 ph\u1ea3n h\u1ed3i tr\u00ean c\u00e1c k\u00eanh, thay v\u00ec suy \u0111o\u00e1n ch\u1ee7 quan.<\/li>\n<li><strong>G\u1eafn ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng c\u1ee5 th\u1ec3<\/strong> <a href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/tinh-csat\/\">(CSAT<\/a>, <a href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/knowledge-about-nps-and-how-to-measure-it\/\">NPS<\/a>, <a href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/first-contact-resolution\/\">FCR<\/a>, <a href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/reduce-call-handling-time\/\">AHT<\/a>, Conversion Rate) v\u00e0o t\u1eebng giai \u0111o\u1ea1n \u0111\u1ec3 c\u00f3 c\u01a1 s\u1edf \u0111\u00e1nh gi\u00e1 \u0111\u1ecbnh l\u01b0\u1ee3ng.<\/li>\n<li><strong>R\u00e0 so\u00e1t \u0111\u1ecbnh k\u1ef3<\/strong>, v\u00ec h\u00e0nh vi kh\u00e1ch h\u00e0ng v\u00e0 k\u00eanh t\u01b0\u01a1ng t\u00e1c thay \u0111\u1ed5i li\u00ean t\u1ee5c, \u0111\u1eb7c bi\u1ec7t v\u1edbi doanh nghi\u1ec7p v\u1eadn h\u00e0nh \u0111a k\u00eanh.<\/li>\n<li><strong>Ph\u00e2n c\u00f4ng tr\u00e1ch nhi\u1ec7m r\u00f5 r\u00e0ng<\/strong> cho t\u1eebng \u0111i\u1ec3m ch\u1ea1m, tr\u00e1nh t\u00ecnh tr\u1ea1ng kh\u00f4ng b\u1ed9 ph\u1eadn n\u00e0o ch\u1ecbu tr\u00e1ch nhi\u1ec7m c\u1ea3i thi\u1ec7n.<\/li>\n<\/ol>\n<h2>L\u1ee3i \u00edch khi x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng b\u00e0i b\u1ea3n<\/h2>\n<p>Trong qu\u00e1 tr\u00ecnh v\u1eadn h\u00e0nh c\u00e1c d\u1ef1 \u00e1n D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, BSV nh\u1eadn th\u1ea5y r\u1eb1ng, khi \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng v\u00e0 duy tr\u00ec \u0111\u00fang c\u00e1ch, b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng mang l\u1ea1i t\u00e1c \u0111\u1ed9ng r\u00f5 r\u1ec7t \u0111\u1ebfn hi\u1ec7u qu\u1ea3 v\u1eadn h\u00e0nh:<\/p>\n<ul>\n<li><strong>Gi\u00fap t\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/strong> nh\u1edd ph\u00e1t hi\u1ec7n v\u00e0 x\u1eed l\u00fd s\u1edbm c\u00e1c \u0111i\u1ec3m ch\u1ea1m g\u00e2y tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c.<\/li>\n<li><strong>R\u00fat ng\u1eafn th\u1eddi gian gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 (FCR)<\/strong> khi \u0111\u1ed9i ng\u0169 CSKH hi\u1ec3u r\u00f5 b\u1ed1i c\u1ea3nh kh\u00e1ch h\u00e0ng \u0111\u00e3 tr\u1ea3i qua tr\u01b0\u1edbc khi li\u00ean h\u1ec7.<\/li>\n<li><strong>T\u1ed1i \u01b0u ng\u00e2n s\u00e1ch v\u1eadn h\u00e0nh<\/strong>, t\u1eadp trung \u0111\u1ea7u t\u01b0 v\u00e0o \u0111i\u1ec3m ch\u1ea1m c\u00f3 \u1ea3nh h\u01b0\u1edfng l\u1edbn nh\u1ea5t thay v\u00ec d\u00e0n tr\u1ea3i ngu\u1ed3n l\u1ef1c.<\/li>\n<li><strong>C\u1ea3i thi\u1ec7n s\u1ef1 ph\u1ed1i h\u1ee3p li\u00ean ph\u00f2ng ban<\/strong>, gi\u1ea3m t\u00ecnh tr\u1ea1ng kh\u00e1ch h\u00e0ng ph\u1ea3i l\u1eb7p l\u1ea1i th\u00f4ng tin khi chuy\u1ec3n t\u1eeb k\u00eanh n\u00e0y sang k\u00eanh kh\u00e1c.<\/li>\n<\/ul>\n<p>V\u1edbi c\u00e1c doanh nghi\u1ec7p v\u1eadn h\u00e0nh \u0111a k\u00eanh v\u00e0 l\u01b0\u1ee3ng t\u01b0\u01a1ng t\u00e1c l\u1edbn, vi\u1ec7c duy tr\u00ec b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u1eadp nh\u1eadt \u0111\u00f2i h\u1ecfi h\u1ec7 th\u1ed1ng d\u1eef li\u1ec7u t\u1eadp trung v\u00e0 \u0111\u1ed9i ng\u0169 \u0111\u1ee7 n\u0103ng l\u1ef1c ph\u00e2n t\u00edch, \u0111\u00e2y c\u0169ng l\u00e0 l\u00fd do nhi\u1ec1u doanh nghi\u1ec7p l\u1ef1a ch\u1ecdn k\u1ebft h\u1ee3p gi\u1ea3i ph\u00e1p <a href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/omni-channel-contact-center\/\">Omnichannel Contact Center<\/a> \u0111\u1ec3 \u0111\u1ed3ng b\u1ed9 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng tr\u00ean m\u1ecdi \u0111i\u1ec3m ch\u1ea1m.<\/p>\n<h2>K\u1ebft h\u1ee3p b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u1edbi c\u00f4ng c\u1ee5 \u0111o l\u01b0\u1eddng<\/h2>\n<p>B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng s\u1ebd ph\u00e1t huy t\u1ed1i \u0111a gi\u00e1 tr\u1ecb khi \u0111\u01b0\u1ee3c k\u1ebft h\u1ee3p v\u1edbi c\u00e1c c\u00f4ng c\u1ee5 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m c\u1ee5 th\u1ec3 nh\u01b0 ch\u1ec9 s\u1ed1 CSAT, NPS ho\u1eb7c <a href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/bid-acceptance\/\">b\u1ea3n \u0111\u1ed3 th\u1ea5u c\u1ea3m (Empathy Map)<\/a> \u0111\u1ec3 hi\u1ec3u s\u00e2u h\u01a1n \u0111\u1ed9ng c\u01a1 v\u00e0 c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng \u1edf t\u1eebng giai \u0111o\u1ea1n.<\/p>\n<p>Doanh nghi\u1ec7p c\u0169ng c\u00f3 th\u1ec3 tham kh\u1ea3o th\u00eam <a href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/customer-experience-journey\/\">h\u01b0\u1edbng d\u1eabn x\u00e2y d\u1ef1ng h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a> \u0111\u1ec3 tri\u1ec3n khai b\u00e0i b\u1ea3n t\u1eeb \u0111\u1ea7u.<\/p>\n<p>V\u1edbi g\u1ea7n <strong>20 n\u0103m kinh nghi\u1ec7m<\/strong> v\u1eadn h\u00e0nh Contact Center \u0111a k\u00eanh cho h\u01a1n <strong>400 d\u1ef1 \u00e1n<\/strong> thu\u1ed9c nhi\u1ec1u ng\u00e0nh, Bellsystem24 Vietnam c\u00f3 th\u1ec3 h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p ph\u00e2n t\u00edch h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 x\u00e2y d\u1ef1ng gi\u1ea3i ph\u00e1p t\u1ed1i \u01b0u \u0111i\u1ec3m ch\u1ea1m ph\u00f9 h\u1ee3p v\u1edbi \u0111\u1eb7c th\u00f9 v\u1eadn h\u00e0nh. Trao \u0111\u1ed5i v\u1edbi \u0111\u1ed9i ng\u0169 t\u01b0 v\u1ea5n:<\/p>\n<ul>\n<li>Hotline: 1900 1739<\/li>\n<li>Email: contact@bs24vietnam.vn<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng gi\u00fap doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m ch\u1ea1m hi\u1ec7u qu\u1ea3 v\u00e0 thi\u1ebfu hi\u1ec7u qu\u1ea3. Xem 5 m\u1eabu template th\u1ef1c t\u1ebf v\u00e0 c\u00e1ch \u00e1p d\u1ee5ng.<\/p>","protected":false},"author":1,"featured_media":21961,"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 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":[8],"tags":[],"class_list":["post-5468","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cx-ex-loyalty"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u1eabu b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 Template chi ti\u1ebft - Bellsystem24 Vietnam<\/title>\n<meta name=\"description\" content=\"B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng gi\u00fap doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m ch\u1ea1m hi\u1ec7u qu\u1ea3 v\u00e0 thi\u1ebfu hi\u1ec7u qu\u1ea3. 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