{"id":6570,"date":"2021-09-06T10:50:13","date_gmt":"2021-09-06T03:50:13","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6570"},"modified":"2021-09-06T10:50:13","modified_gmt":"2021-09-06T03:50:13","slug":"customer-care-via-ott-application","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/technology\/customer-care-via-ott-application\/","title":{"rendered":"CUSTOMER CARE VIA OTT APPLICATIONS IS THE TREND OF THE ERA"},"content":{"rendered":"<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">When it comes to customer service via voice channels, many people immediately think of solutions.\u00a0<span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/contact-center\/\">Contact Center<\/a><\/span>\u00a0Traditional methods involve voice calls over telecommunications networks, either through analog or IP systems. However, with the relentless development of mobile applications, OTT software has emerged at a dizzying pace and is gradually becoming one of the most widely used communication channels. It is essential to grasp this trend and set up a customer service channel through OTT applications.<\/span><\/p>\n<p><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/ott_la_gi_529d73dd50fa45aca785ff1014c29349.png\" alt=\"What is it?\" \/><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><em><strong><span style=\"color: #000000;\">Content of the article:<\/span><\/strong><\/em><\/span><\/p>\n<p style=\"text-align: justify;\"><em><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">1. What is OTT?<\/span><\/em><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><em><span style=\"font-weight: 400; color: #000000;\">2. OTT system operation.<\/span><\/em><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><em><span style=\"font-weight: 400; color: #000000;\">3. Why is OTT considered a trend?<\/span><\/em><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><em><span style=\"font-weight: 400; color: #000000;\">4. Customer care with OTT.<\/span><\/em><\/span><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt;\"><strong><span style=\"color: #2e5d95;\">What is OTT?<\/span><\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>OTT<\/strong>\u00a0(Over-The-Top communications) is a term used to refer to communication solutions on the Internet platform. It is often developed independently to perform communication functions or can be integrated into social media apps. Users and businesses use OTT applications for entertainment, communication, information sharing, etc.<\/span><\/p>\n<h3 style=\"text-align: justify;\"><span style=\"font-size: 15pt;\"><strong><span style=\"color: #000000;\">OTT content is widely distributed.<\/span><\/strong><\/span><\/h3>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Video:<\/strong>\u00a0Statistically, it is the most widely disseminated content. Popular platforms such as Netflix, YouTube, etc.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Sound:<\/strong>\u00a0Radio listening apps such as: Soundcloud, Podcast, Spotify, etc.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Text message:<\/strong>\u00a0Solutions that users prefer over traditional SMS messages\u00a0<strong>fold 14<\/strong>\u00a0<strong>time<\/strong>\u00a0in 2019. Such as chat applications from Zalo, Facebook (Messenger), Skype, etc.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong><span style=\"color: #000000;\"><a style=\"color: #000000;\" href=\"http:\/\/bell24vietnam.vn\/en\/blogs\/news\/so-do-he-thong-tong-dai-ip-call-center\/\">Voice over Internet Protocol<\/a><\/span>:<\/strong>\u00a0Voice or video call platforms such as Skype, Webchat, Zalo, etc.<\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/ott_icon_b5a80d3e712a401aa5ec284da5dceb18.jpg\" alt=\"ott icon\" \/><\/p>\n<h3 style=\"text-align: justify;\"><span style=\"font-size: 15pt; color: #000000;\"><strong>How is OTT distributed?<\/strong><\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Thanks to the popularity of the Internet, OTT is easily distributed to smart electronic devices. All you need is an internet connection and compatible hardware:<\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Mobile device:<\/strong>\u00a0Smartphones, tablets.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>PC:<\/strong>\u00a0Compatible with most operating systems on personal computers and laptops.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Smart TV:<\/strong>\u00a0Smart TVs usually come pre-installed with OTT apps (such as YouTube), or you can install additional ones.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Other digital devices:<\/strong>\u00a0Apple TV, PlayStation game console, etc.<\/span><\/li>\n<\/ul>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt;\"><strong><span style=\"color: #2e5d95;\">OTT system<\/span><\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">How OTT applications work, see the image below:<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt; color: #000000;\"><i><span style=\"font-weight: 400;\">\u00a0<\/span><\/i><\/span><\/p>\n<p><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/ott-system_796c869b429d43f5bd709af8b8b5ad2d.png\" alt=\"OTT system\" \/><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt; color: #2e5d95;\"><strong>Why is OTT considered a trend?<\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">To answer this question, let's consider the practical benefits that OTT brings.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">OTT applications and services are now widely used in society, including by business customers. OTT users can\u00a0<strong>Save on SMS fees, voice call fees<\/strong>\u00a0(Especially international call charges) and take advantage of advanced features such as\u00a0<strong>Video Call, Conference Call<\/strong>\u00a0and only need to pay Internet fees. In addition, businesses can also leverage OTT applications to create an effective customer service channel at a lower cost than traditional mobile customer service.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><strong><span style=\"background-color: #2e5d95; color: #ffffff;\">For you:<\/span><\/strong>\u00a0<span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"nhttps:\/\/bell24vietnam.vn\/kien-thuc\/kenh-dich-vu-khach-hang-pho-bien\/\">Customer service channels are favored by online shoppers.<\/a><\/span><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Users are increasingly using the Internet more, and they want to find a convenient, fast, and cost-effective way to communicate and get answers to their questions. OTT solves this problem, so meeting user needs will always be a top priority for many businesses in implementing customer care channels through Over-The-Top applications.<\/span><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt;\"><strong><span style=\"color: #2e5d95;\">What are the benefits of customer care via OTT for businesses?<\/span><\/strong><\/span><\/h2>\n<h3 style=\"text-align: justify;\"><span style=\"font-size: 15pt;\"><strong><span style=\"color: #000000;\">Reach customers more easily and through multiple channels.<\/span><\/strong><\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">The increasing use of OTT by users has also led to a growing demand for these applications to contact businesses. Users will contact customer service centers more often thanks to the savings on call costs.<\/span><\/p>\n<h3 style=\"text-align: justify;\"><span style=\"font-size: 15pt;\"><strong><span style=\"color: #000000;\">Enhance the customer experience.<\/span><\/strong><\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">The fact that voice and video calling applications are increasingly integrated into entertainment apps, and especially shopping apps (e-commerce), increases the ability of customers to contact during the process of purchasing products\/services. At the same time, businesses can answer\/consult in parallel while customers are still on the shopping journey.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Video call is an outstanding advantage that cannot be ignored, in many special cases.\u00a0<span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/customer-care-trends\/\">Customer care via Video call<\/a><\/span>\u00a0will be much more effective than other forms, when the Agent can express facial emotions and body language better.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 16px;\"><span style=\"color: #ffffff;\"><strong><span style=\"background-color: #2e5d95;\">For you:<\/span><\/strong><\/span>\u00a0<span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/customer-experience-3\/\">Enhance customer experience<\/a><\/span><\/span><\/p>\n<h3 style=\"text-align: justify;\"><span style=\"font-size: 15pt;\"><strong><span style=\"color: #000000;\">Cost savings.<\/span><\/strong><\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">OTT helps save costs for both users and businesses when contacting. This is a superior advantage compared to other customer care methods.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">OTT is an opportunity for widespread exposure and convenient development for businesses that want to promote and diversify customer touch points, especially in the heyday of the Internet. The race to take care of customers through OTT applications in Vietnam is just beginning.\u00a0<strong>Do you want to grasp the great benefits it brings?<\/strong>\u00a0Talk to us about your business vision and let&#039;s build a customer care system through OTT applications today!<\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-size: 15pt;\"><strong><span style=\"color: #000000;\">Bellsystem24-Vietnam<\/span><\/strong><\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-size: 15pt;\"><strong><span style=\"color: #000000;\">Vietnam&#039;s leading provider of smart customer service solutions.<\/span><\/strong><\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>When it comes to customer service via voice channels, many people immediately think of Contact Center solutions [...]<\/p>","protected":false},"author":1,"featured_media":6571,"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":"","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":"default","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":[7],"tags":[29],"class_list":["post-6570","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cong-nghe","tag-cong-nghe"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>CH\u0102M S\u00d3C KH\u00c1CH H\u00c0NG B\u1eb0NG \u1ee8NG D\u1ee4NG OTT L\u00c0 XU H\u01af\u1edaNG TH\u1edcI \u0110\u1ea0I<\/title>\n<meta name=\"description\" content=\"C\u00e1c ph\u1ea7n m\u1ec1m OTT ra \u0111\u1eddi nhanh \u0111\u1ebfn ch\u00f3ng m\u1eb7t v\u00e0 d\u1ea7n tr\u1edf th\u00e0nh m\u1ed9t trong nh\u1eefng k\u00eanh li\u00ean l\u1ea1c \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng ph\u1ed5 bi\u1ebfn nh\u1ea5t. 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