{"id":6784,"date":"2020-09-12T15:02:44","date_gmt":"2020-09-12T08:02:44","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6784"},"modified":"2020-09-12T15:02:44","modified_gmt":"2020-09-12T08:02:44","slug":"cach-xay-dung-va-quan-ly-quy-trinh-cham-soc-khach-hang-hieu-qua","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/cach-xay-dung-va-quan-ly-quy-trinh-cham-soc-khach-hang-hieu-qua\/","title":{"rendered":"HOW TO BUILD AND MANAGE AN EFFECTIVE CUSTOMER CARE PROCESS"},"content":{"rendered":"

Trong gian \u0111o\u1ea1n\u00a0c\u1ea1nh tranh kinh doanh ng\u00e0y c\u00e0ng kh\u1ed1c li\u1ec7t nh\u01b0 hi\u1ec7n nay, y\u1ebfu t\u1ed1 th\u00e0nh c\u00f4ng c\u1ee7a m\u1ed7i\u00a0doanh nghi\u1ec7p\u00a0kh\u00f4ng ch\u1ec9 \u0111\u01b0\u1ee3c quy\u1ebft \u0111\u1ecbnh b\u1edfi ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m doanh nghi\u1ec7p \u1ea5y cung c\u1ea5p m\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 kh\u00e1c \u0111\u00f3ng vai tr\u00f2 c\u1ef1c k\u00ec quan tr\u1ecdng ch\u00ednh l\u00e0 quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. S\u1edf h\u1eefu m\u1ed9t quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng chuy\u00ean nghi\u1ec7p ch\u00ednh l\u00e0 \u0111\u00f2n b\u1ea9y t\u1ea1o \u1ea5n t\u01b0\u1ee3ng s\u00e2u s\u1eafc v\u1ec1 h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u, gi\u00fap in s\u00e2u v\u00e0o t\u00e2m tr\u00ed kh\u00e1ch h\u00e0ng v\u00e0 khi\u1ebfn h\u1ecd ch\u1ec9 mu\u1ed1n mua s\u1ea3n ph\u1ea9m \u2013 d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p.<\/span><\/p>\n

BellSystem24 Vietnam \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng n\u00ean t\u1eeb nh\u1eefng b\u00ed quy\u1ebft ch\u1eaft l\u1ecdc t\u1eeb h\u00e0ng ng\u00e0n c\u00e2u chuy\u1ec7n kinh doanh m\u00e0 c\u00e1c \u0111\u1ed1i t\u00e1c l\u1edbn nh\u01b0 Viettel, VTV, Mobifone, Vinafone, Nestle, Yamaha\u2026 tin t\u01b0\u1edfng g\u1eedi g\u1eafm. V\u1edbi th\u1ebf m\u1ea1nh c\u1ee7a m\u00ecnh, BellSystem24-Vietnam t\u1ef1 tin\u00a0x\u00e2y d\u1ef1ng ho\u00e0n h\u1ea3o\u00a0quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 cho m\u1ecdi doanh nghi\u1ec7p. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 b\u00ed quy\u1ebft m\u00e0 ch\u00fang t\u00f4i gi\u00fap gi\u1ea3i quy\u1ebft b\u00e0i to\u00e1n cho nhi\u1ec1u doanh nghi\u1ec7p.<\/span><\/p>\n

3 b\u01b0\u1edbc\u00a0trong quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a Bellsystem24-Vietnam<\/span><\/h2>\n

B\u01b0\u1edbc 1: X\u00e1c \u0111\u1ecbnh\u00a0m\u1ee5c ti\u00eau chung<\/span><\/h3>\n

Qu\u00fd\u00a0Doanh Nghi\u1ec7p c\u00f9ng BellSystem24-Vietnam th\u1ea3o lu\u1eadn v\u00e0 \u0111i \u0111\u1ebfn m\u1ee5c ti\u00eau chung sau khi \u0111\u00e3 x\u00e1c \u0111\u1ecbnh v\u00e0 hi\u1ec3u r\u00f5 mong mu\u1ed1n t\u1eeb 2 ph\u00eda\u00a0\u2013 m\u1ee5c ti\u00eau n\u00e0y ph\u1ea3i n\u00eau r\u00f5 k\u1ebft qu\u1ea3 sau c\u00f9ng m\u00e0 doanh nghi\u1ec7p mu\u1ed1n h\u01b0\u1edbng t\u1edbi: x\u00e2y d\u1ef1ng KPI, d\u1ef1 b\u00e1o l\u01b0u l\u01b0\u1ee3ng, l\u00ean k\u1ebf ho\u1ea1ch v\u1eadn h\u00e0nh (Quy m\u00f4 & T\u1ed5 ch\u1ee9c, Tuy\u1ec3n d\u1ee5ng, \u0110\u00e0o t\u1ea1o, Qu\u1ea3n l\u00fd, B\u00e1o c\u00e1o), thi\u1ebft l\u1eadp c\u00e1c k\u00eanh t\u01b0\u01a1ng t\u00e1c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, m\u1edf r\u1ed9ng t\u1ec7p kh\u00e1ch h\u00e0ng hay gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 tr\u01b0\u1edbc m\u1eaft, x\u00e2y d\u1ef1ng h\u1ec7 th\u1ed1ng CRM, x\u00e2y d\u1ef1ng CSHT, h\u1ec7 th\u1ed1ng CNTT v\u00e0 b\u1ea3o m\u1eadt\u2026 Cu\u1ed1i c\u00f9ng l\u00e0 tr\u1ea3 l\u1eddi cho c\u00e2u h\u1ecfi: doanh nghi\u1ec7p \u0111ang h\u01b0\u1edbng t\u1edbi ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t nh\u01b0 th\u1ebf n\u00e0o?<\/span><\/p>\n

\"customer<\/span><\/p>\n

B\u01b0\u1edbc 2: X\u00e2y d\u1ef1ng quy tr\u00ecnh ch\u0103m s\u00f3c chu\u1ea9n cho t\u1eebng nh\u00f3m kh\u00e1ch h\u00e0ng \u0111\u1eb7c th\u00f9<\/span><\/h3>\n

Doanh thu c\u1ee7a doanh nghi\u1ec7p \u0111\u1ebfn t\u1eeb nhi\u1ec1u nh\u00f3m kh\u00e1ch h\u00e0ng v\u1edbi \u0111\u1eb7c th\u00f9 v\u0103n h\u00f3a, s\u1edf th\u00edch v\u00e0 th\u00f3i quen ti\u00eau d\u00f9ng ri\u00eang bi\u1ec7t. V\u1edbi l\u1ee3i th\u1ebf x\u00e1c \u0111\u1ecbnh r\u00f5 \u0111\u1eb7c th\u00f9 c\u1ee7a t\u1eebng nh\u00f3m kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap doanh nghi\u1ec7p c\u1ee7a b\u1ea1n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n. \u0110\u1ed5i l\u1ea1i, kh\u00e1ch h\u00e0ng c\u0169ng s\u1ebd r\u1ea5t th\u1ecfa m\u00e3n khi th\u1ea5y m\u00ecnh \u0111\u01b0\u1ee3c coi tr\u1ecdng, \u0111\u01b0\u1ee3c y\u00eau m\u1ebfn v\u00e0 t\u1eeb \u0111\u00f3 y\u00eau m\u1ebfn, tin t\u01b0\u1edfng s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p h\u01a1n.<\/span><\/p>\n

Khi tri\u1ec3n khai v\u00e0 v\u1eadn h\u00e0nh Call\/Contact Center, BellSystem24 Vietnam s\u1ebd x\u00e1c \u0111\u1ecbnh m\u1ee9c \u0111\u1ed9 tr\u00e1ch nhi\u1ec7m cho t\u1eebng c\u1ea5p nh\u00e2n vi\u00ean t\u01b0\u01a1ng \u1ee9ng v\u1edbi m\u1ee9c \u0111\u1ed9 \u0111\u00f2i h\u1ecfi v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111i k\u00e8m nh\u01b0 tuy\u1ec3n d\u1ee5ng, \u0111\u00e0o t\u1ea1o chuy\u00ean s\u00e2u nghi\u1ec7p v\u1ee5.<\/span><\/p>\n

Ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 y\u1ebfu t\u1ed1 \u0111\u01b0\u1ee3c quan t\u00e2m l\u1edbn nh\u1ea5t,v\u00ec n\u00f3 \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn doanh thu c\u1ee7a m\u1ed7i doanh nghi\u1ec7p. Nh\u01b0ng y\u1ebfu t\u1ed1 n\u00e0y\u00a0kh\u00f4ng\u00a0ho\u00e0n to\u00e0n \u00a0ph\u1ee5 thu\u1ed9c v\u00e0o s\u1ef1 thay \u0111\u1ed5i d\u1ecbch v\u1ee5 c\u1ee7a\u00a0doanh nghi\u1ec7p m\u00e0 ch\u00ednh b\u1ed9 ph\u1eadn CSKH m\u1edbi l\u00e0 ng\u01b0\u1eddi quy\u1ebft \u0111\u1ecbnh ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 \u0111\u00f3 t\u1ed1t \u0111\u1ebfn \u0111\u00e2u v\u00e0 l\u00e0m sao \u0111\u1ec3 c\u00f3 th\u1ec3 tr\u1edf n\u00ean t\u1ed1t h\u01a1n n\u1eefa. V\u1edbi n\u1ec1n t\u1ea3ng h\u1ec7 th\u1ed1ng v\u00e0 con ng\u01b0\u1eddi\u00a0c\u1ee7a BellSystem24-Vietnam, doanh nghi\u1ec7p c\u00f3 th\u1ec3 y\u00ean t\u00e2m r\u1eb1ng ch\u00fang t\u00f4i x\u00e2y d\u1ef1ng v\u00e0 qu\u1ea3n\u00a0tr\u1ecb \u0111\u01b0\u1ee3c m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch chuy\u00ean nghi\u1ec7p v\u00e0 c\u00f3 h\u1ec7\u00a0<\/span>th\u1ed1ng b\u00e0i b\u1ea3n nh\u1ea5t<\/span>.<\/span><\/span><\/p>\n

B\u01b0\u1edbc 3: Ki\u1ec3m tra m\u1ee9c \u0111\u1ed9 hi\u1ec7u qu\u1ea3 c\u1ee7a quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/span><\/h3>\n

V\u1edbi th\u1ed1ng k\u00ea c\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 hi\u1ec7u qu\u1ea3 r\u1ea5t minh b\u1ea1ch c\u1ee7a BellSystem24-Vietnam, c\u1ee5 th\u1ec3 nh\u01b0:<\/span><\/p>\n

– Th\u1ed1ng k\u00ea d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng g\u1ecdi l\u1ea1i<\/span><\/p>\n

– T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n<\/span><\/p>\n

– T\u1ef7 l\u1ec7 ho\u00e0n tr\u1ea3 s\u1ea3n ph\u1ea9m\/ khi\u1ebfu n\u1ea1i d\u1ecbch v\u1ee5<\/span><\/p>\n

– Th\u1eddi gian t\u01b0\u01a1ng t\u00e1c trung b\u00ecnh\/kh\u00e1ch h\u00e0ng<\/span><\/p>\n

– Th\u1ed1ng k\u00ea d\u1eef li\u1ec7u t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng<\/span><\/p>\n

– V\u00e0 r\u1ea5t nhi\u1ec1u ch\u1ec9 s\u1ed1 th\u1ed1ng k\u00ea thi\u1ebft th\u1ef1c\u00a0kh\u00e1c\u2026<\/span><\/p>\n

\"\u0111\u00e1nh<\/span><\/p>\n

K\u1ebft qu\u1ea3 tr\u1ea3 v\u1ec1 tr\u00ean th\u1ed1ng k\u00ea s\u1ed1 s\u1ebd gi\u00fap doanh nghi\u1ec7p c\u00f3 c\u00e1i nh\u00ecn t\u1ed5ng quan v\u1ec1 hi\u1ec7n tr\u1ea1ng ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m – d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh, \u0111\u1ed3ng th\u1eddi\u00a0 Bellsystem24-Vietnam k\u1ecbp th\u1eddi c\u00f3 gi\u1ea3i ph\u00e1p cho quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. Nh\u1eefng th\u1ed1ng k\u00ea mang t\u00ednh c\u1ee5 th\u1ec3 cao nh\u01b0 tr\u00ean gi\u00fap doanh nghi\u1ec7p ki\u1ec3m so\u00e1t hi\u1ec7u qu\u1ea3 c\u00e1ch l\u00e0m vi\u1ec7c c\u1ee7a b\u1ed9 ph\u1eadn nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u00e0 l\u00e0m c\u0103n c\u1ee9 \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh nh\u00e2n s\u1ef1. Th\u00eam v\u00e0o \u0111\u00f3, h\u1ec7 th\u1ed1ng c\u1ee7a BellSystem24-Vietnam c\u00f2n thu th\u1eadp \u00fd ki\u1ebfn t\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c cu\u1ed9c\u00a0kh\u1ea3o s\u00e1t qua\u00a0email; ph\u1ecfng v\u1ea5n tr\u1ef1c ti\u1ebfp t\u1eeb ph\u00eda nh\u00e2n vi\u00ean th\u00f4ng qua vi\u1ec7c ti\u1ebfn h\u00e0nh h\u1ecdp \u0111\u1ecbnh k\u1ef3 h\u00e0ng tu\u1ea7n, h\u00e0ng th\u00e1ng, h\u00e0ng qu\u00fd \u0111\u1ec3 \u0111\u01b0a ra c\u00e1c gi\u1ea3i ph\u00e1p c\u1ea3i thi\u1ec7n ph\u00f9 h\u1ee3p h\u01a1n.<\/span><\/p>","protected":false},"excerpt":{"rendered":"

Trong gian \u0111o\u1ea1n\u00a0c\u1ea1nh tranh kinh doanh ng\u00e0y c\u00e0ng kh\u1ed1c li\u1ec7t nh\u01b0 hi\u1ec7n nay, y\u1ebfu t\u1ed1 th\u00e0nh c\u00f4ng c\u1ee7a m\u1ed7i\u00a0doanh nghi\u1ec7p\u00a0kh\u00f4ng […]<\/p>","protected":false},"author":1,"featured_media":6551,"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":[8],"tags":[39],"class_list":["post-6784","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cx-ex-loyalty","tag-cx"],"acf":[],"yoast_head":"\nC\u00c1CH X\u00c2Y D\u1ef0NG V\u00c0 QU\u1ea2N L\u00dd QUY TR\u00ccNH CH\u0102M S\u00d3C KH\u00c1CH H\u00c0NG HI\u1ec6U QU\u1ea2 - 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