{"id":6811,"date":"2020-09-12T15:49:05","date_gmt":"2020-09-12T08:49:05","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6811"},"modified":"2020-09-12T15:49:05","modified_gmt":"2020-09-12T08:49:05","slug":"cach-giup-cai-thien-chat-luong-cham-soc-khach-hang","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/cach-giup-cai-thien-chat-luong-cham-soc-khach-hang\/","title":{"rendered":"8 WAYS TO IMPROVE CUSTOMER SERVICE QUALITY THROUGH DIGITAL CHANNELS."},"content":{"rendered":"

Kh\u00e1ch h\u00e0ng l\u00e0 y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh \u0111\u1ebfn s\u1ef1 th\u00e0nh c\u00f4ng hay th\u1ea5t b\u1ea1i c\u1ee7a b\u1ea5t c\u1ee9 doanh nghi\u1ec7p n\u00e0o trong m\u1ecdi h\u00ecnh th\u1ee9c kinh doanh, b\u00e0i vi\u1ebft n\u00e0y g\u1ee3i \u00fd c\u00e1c c\u00e1ch th\u1ee9c gi\u00fap c\u00e1c doanh nghi\u1ec7p trong l\u0129nh v\u1ef1c Digital n\u00f3i ri\u00eang\u00a0v\u00e0 nhi\u1ec1u\u00a0doanh nghi\u1ec7p \u0111ang ho\u1ea1t \u0111\u1ed9ng trong nhi\u1ec1u l\u0129nh v\u1ef1c kh\u00e1c nhau c\u1ea3i thi\u1ec7n t\u1ed1i \u0111a ch\u1ea5t l\u01b0\u1ee3ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/p>\n

1. T\u1eadp trung v\u00e0 ph\u00e1t tri\u1ec3n Self-Service.<\/strong><\/h2>\n

\"Customer<\/p>\n

Tr\u01b0\u1edbc ti\u00ean, h\u00e3y b\u1eaft \u0111\u1ea7u b\u1eb1ng vi\u1ec7c t\u1eadp trung v\u00e0o c\u00e1c c\u00f4ng c\u1ee5 self-service hi\u1ec7n c\u00f3 v\u00e0 t\u00ecm c\u01a1 h\u1ed9i \u0111\u1ec3 ph\u00e1t tri\u1ec3n n\u00f3. Vi\u1ec7c n\u00e0y \u0111\u00f4i khi ch\u1ec9 \u0111\u01a1n gi\u1ea3n l\u00e0 c\u1eadp nh\u1eadt c\u00e1c c\u00e2u h\u1ecfi m\u00e0 kh\u00e1ch h\u00e0ng th\u01b0\u1eddng th\u1eafc m\u1eafc, ho\u1eb7c b\u1ea1n c\u00f3 th\u1ec3 th\u1eed s\u1eed d\u1ee5ng th\u00eam chatbot nh\u1eb1m pop-ups cu\u1ed9c tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng\u00a0m\u1ed9t c\u00e1ch d\u1ec5 d\u00e0ng.<\/p>\n

2. C\u1ea3i ti\u1ebfn t\u1eeb ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng<\/strong><\/h2>\n

H\u00e3y nh\u1edb v\u1ec1 c\u00e1c cu\u1ed9c tr\u00f2 chuy\u1ec7n m\u00e0 b\u1ea1n \u0111\u00e3 c\u00f3 v\u1edbi kh\u00e1ch h\u00e0ng, nghe th\u00eam l\u1eddi khuy\u00ean t\u1eeb c\u00e1c nh\u00e2n vi\u00ean CSKH c\u1ee7a b\u1ea1n, h\u00e3y \u0111\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed kh\u00e1ch h\u00e0ng, t\u00ecm ki\u1ebfm th\u00eam c\u00e1c k\u00eanh v\u00e0 c\u00e1c c\u00f4ng ngh\u1ec7 t\u1ed1i \u01b0u.<\/p>\n

\"Feedback<\/p>\n

Khi l\u1ea5y d\u1eef li\u1ec7u ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, h\u00e3y t\u1ef1 \u0111\u1eb7t c\u00e2u h\u1ecfi:<\/strong><\/p>\n

– Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u00ecm th\u1ea5y th\u00f4ng tin v\u00e0 s\u1ea3n ph\u1ea9m h\u1ecd mu\u1ed1n mua m\u1ed9t c\u00e1ch nhanh ch\u00f3ng v\u00e0 ch\u00ednh x\u00e1c hay kh\u00f4ng?<\/p>\n

– Trang web c\u1ee7a b\u1ea1n \u0111\u00e3 t\u1ed1i \u01b0u ch\u01b0a?<\/p>\n

– M\u1ee5c \u201c C\u00e1c c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p\u201d c\u00f3 \u0111\u01b0\u1ee3c update th\u01b0\u1eddng xuy\u00ean kh\u00f4ng?<\/p>\n

Khi tr\u1ea3 l\u1eddi \u0111\u01b0\u1ee3c c\u00e1c c\u00e2u h\u1ecfi tr\u00ean, b\u1ea1n s\u1ebd d\u1ec5 d\u00e0ng r\u00fat ra gi\u1ea3i ph\u00e1p.<\/p>\n

V\u00ed d\u1ee5: N\u1ebfu b\u1ea1n th\u1ea5y ph\u1ea7n l\u1edbn kh\u00e1ch h\u00e0ng mu\u1ed1n nghe tr\u1ea3 l\u1eddi b\u1eb1ng gi\u1ecdng n\u00f3i, H\u00e3y t\u1eadn d\u1ee5ng vi\u1ec7c t\u1ed1i \u01b0u CRM v\u00e0 skills-based routing (K\u1ebft n\u1ed1i kh\u00e1ch h\u00e0ng v\u1edbi \u0111\u1ebfn \u0111\u00fang t\u1ed5ng \u0111\u00e0i vi\u00ean c\u00f3 ki\u1ebfn th\u1ee9c ph\u00f9 h\u1ee3p \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng trong th\u1eddi gian ng\u1eafn nh\u1ea5t, gi\u00fap t\u0103ng t\u1ec9 l\u1ec7 gi\u1ea3i quy\u1ebft th\u00e0nh c\u00f4ng nh\u1eb1m ti\u1ebft ki\u1ec7m th\u1eddi gian, chi ph\u00ed v\u00e0 t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng).<\/p>\n

3. S\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch \u0111\u1ec3 th\u00fac \u0111\u1ea9y t\u01b0\u01a1ng t\u00e1c<\/strong><\/h2>\n

C\u00e1c chi\u1ebfn l\u01b0\u1ee3c t\u01b0\u01a1ng t\u00e1c m\u00e0 b\u1ea1n s\u1eed d\u1ee5ng \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ed1 l\u01b0\u1ee3ng v\u00e0 t\u1eebng lo\u1ea1i th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng c\u1ea7n \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft.<\/p>\n

C\u00e1c c\u00f4ng c\u1ee5 \u0111o l\u01b0\u1eddng c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n th\u1ea5y \u0111\u01b0\u1ee3c m\u1ed9t s\u1ed1 th\u00f4ng tin quan tr\u1ecdng nh\u01b0: Th\u1eddi gian trung b\u00ecnh c\u1ee7a m\u1ed9t kh\u00e1ch h\u00e0ng truy c\u1eadp website, c\u00e1c banner n\u00e0o \u0111\u01b0\u1ee3c click v\u00e0o nhi\u1ec1u nh\u1ea5t.<\/p>\n

T\u1eeb \u0111\u00f3, b\u1ea1n s\u1ebd x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng th\u1eadt s\u1ef1 quan t\u00e2m \u0111\u1ebfn v\u1ea5n \u0111\u1ec1 g\u00ec v\u00e0 c\u1ed1 g\u1eafng gi\u1ea3i quy\u1ebft n\u00f3 th\u1eadt t\u1ed1t.<\/p>\n

4. Thi\u1ebft l\u1eadp \u201cPersonas\u201d v\u00e0 tri\u1ec3n khai tr\u00ean k\u00eanh Digital c\u1ee7a b\u1ea1n.<\/strong><\/h2>\n

Personas hay c\u00f2n \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 ng\u01b0\u1eddi d\u00f9ng h\u01b0 c\u1ea5u.<\/strong><\/p>\n

\"Personas<\/p>\n

C\u00e1c \u0111\u1eb7c tr\u01b0ng c\u1ee7a Personas th\u01b0\u1eddng bao g\u1ed3m:<\/strong><\/p>\n

– \u0110\u1ed9 tu\u1ed5i<\/p>\n

– Gi\u1edbi t\u00ednh<\/p>\n

– Ngh\u1ec1 nghi\u1ec7p<\/p>\n

– S\u1edf th\u00edch<\/p>\n

– V\u00e0 m\u1ed9t v\u00e0i chi ti\u1ebft kh\u00e1c t\u00f9y ch\u1ec9nh sao cho ph\u00f9 h\u1ee3p v\u1edbi \u0111\u1eb7c \u0111i\u1ec3m \u0111\u1ed1i t\u01b0\u1ee3ng\u00a0mu\u1ed1n h\u01b0\u1edbng \u0111\u1ebfn.<\/p>\n

R\u1ea5t nhi\u1ec1u c\u00e1c doanh nghi\u1ec7p ngh\u0129 r\u1eb1ng c\u00e1c k\u00eanh Digital ch\u1ec9 d\u00e0nh cho gi\u1edbi tr\u1ebb, nh\u01b0ng th\u1ef1c t\u1ebf kh\u00f4ng h\u1eb3n nh\u01b0 v\u1eady. M\u1ed7i \u0111\u1ed9 tu\u1ed5i \u0111\u1ec1u c\u00f3 m\u1ed9t nhu c\u1ea7u kh\u00e1c nhau, vi\u1ec7c t\u1ea1o l\u1eadp Personas \u0111\u1ec3 th\u1ec3 hi\u1ec7n m\u1ed9t ph\u1ea7n con ng\u01b0\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng, r\u1ea5t ph\u00f9 h\u1ee3p cho vi\u1ec7c ph\u00e2n t\u00edch tr\u1ea3i nghi\u1ec7m c\u1ea3m x\u00fac v\u00e0 tr\u1ea3i nghi\u1ec7m ch\u1ee9c n\u0103ng.<\/p>\n

5. Hi\u1ec3u \u0111\u01b0\u1ee3c qu\u00e1 tr\u00ecnh mua c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1i sao kh\u00e1ch h\u00e0ng kh\u00f4ng \u1edf l\u1ea1i k\u00eanh c\u1ee7a b\u1ea1n?<\/strong><\/h2>\n

Khi kh\u00e1ch h\u00e0ng \u0111ang \u1edf\u00a0k\u00eanh c\u1ee7a b\u1ea1n, \u0111a ph\u1ea7n h\u1ecd mu\u1ed1n ch\u1ecdn mua v\u00e0 ho\u00e0n th\u00e0nh giao d\u1ecbch m\u1ed9t c\u00e1ch nhanh ch\u00f3ng. Tuy nhi\u00ean, \u0111\u00f4i khi h\u1ecd kh\u00f4ng th\u1ec3 ho\u00e0n th\u00e0nh giao d\u1ecbch nh\u01b0 mong mu\u1ed1n v\u00e0 sau \u0111\u00f3 h\u1ecd g\u1ecdi cho b\u1ea1n.<\/p>\n

D\u1ecbch v\u1ee5 CSKH th\u01b0\u1eddng xuy\u00ean ph\u1ea3i nh\u1eadn nhi\u1ec1u c\u00e2u h\u1ecfi v\u00e0 ph\u00e0n n\u00e0n v\u1ec1 vi\u1ec7c \u0111\u0103ng nh\u1eadp, l\u1ed7i t\u00e0i kho\u1ea3n, ho\u1eb7c ph\u1ed5 bi\u1ebfn nh\u1ea5t l\u00e0 h\u1ec7 th\u1ed1ng kh\u00f4ng nh\u1eadn m\u00e3 gi\u1ea3m gi\u00e1 d\u00f9 m\u00e3 gi\u1ea3m gi\u00e1 v\u1eabn c\u00f2n hi\u1ec7u l\u1ef1c.\u00a0N\u1ebfu b\u1ea1n kh\u00f4ng th\u1ec3 gi\u1ea3i quy\u1ebft t\u1ed1t nh\u1eefng c\u00e2u h\u1ecfi n\u00e0y, kh\u00e1ch h\u00e0ng s\u1ebd chuy\u1ec3n sang k\u00eanh kh\u00e1c.<\/strong><\/p>\n

Hi\u1ec3u v\u00e0 kh\u1eafc ph\u1ee5c \u0111\u01b0\u1ee3c nh\u1eefng v\u1ea5n \u0111\u1ec1 n\u00e0y l\u00e0 ch\u00eca kh\u00f3a quan tr\u1ecdng gi\u00fap kh\u00e1ch h\u00e0ng y\u00eau th\u00edch k\u00eanh c\u1ee7a b\u1ea1n nhi\u1ec1u h\u01a1n.<\/p>\n

6. T\u00e1c \u0111\u1ed9ng c\u1ee7a tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o \u0111\u1ed1i v\u1edbi k\u00eanh Digital.<\/strong><\/h2>\n

Chatbots cung c\u1ea5p gi\u1ea3i ph\u00e1p \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u1ef1 gi\u1ea3i quy\u1ebft c\u00e1c th\u1eafc m\u1eafc c\u1ee7a m\u00ecnh.<\/p>\n

B\u1ea1n c\u00f3 th\u1ec3 \u0111\u00e0o t\u1ea1o c\u00e1c chatbot c\u1ee7a m\u00ecnh \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. T\u1eeb vi\u1ec7c th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng trong qu\u00e1 tr\u00ecnh tr\u00f2 truy\u1ec7n c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean th\u00f4ng qua k\u00eanh chat ho\u1eb7c g\u1ecdi tho\u1ea1i. T\u1eeb \u0111\u00f3 b\u1ea1n c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh v\u1ea5n \u0111\u1ec1 c\u1ea7n gi\u1ea3i \u0111\u00e1p cho kh\u00e1ch h\u00e0ng \u0111\u1ec3 hu\u1ea5n luy\u1ec7n, t\u1ef1 \u0111\u1ed9ng h\u00f3a chatbot.<\/p>\n

Vi\u1ec7c n\u00e0y gi\u00fap ti\u1ebft ki\u1ec7m \u0111\u01b0\u1ee3c ngu\u1ed3n nh\u00e2n l\u1ef1c v\u00e0 chi ph\u00ed \u0111\u00e1ng k\u1ec3.<\/p>\n

7. \u0110\u1eebng ch\u1edd \u0111\u1ee3i kh\u00e1ch h\u00e0ng \u0111\u1ebfn v\u1edbi b\u1ea1n.<\/strong><\/h2>\n

Tr\u00ean th\u1ecb tr\u01b0\u1eddng \u0111\u1ea7y c\u1ea1nh tranh hi\u1ec7n nay, m\u1ecdi vi\u1ec7c c\u1ea7n ph\u1ea3i ch\u1ee7 \u0111\u1ed9ng.<\/p>\n

\u0110\u1ec3 t\u1ed1i \u01b0u h\u00f3a k\u00eanh digital c\u1ee7a b\u1ea1n, \u0111\u1eebng ch\u1edd \u0111\u1ee3i kh\u00e1ch h\u00e0ng,\u00a0h\u00e3y ch\u1ee7 \u0111\u1ed9ng s\u1eed d\u1ee5ng h\u00e0ng lo\u1ea1t k\u00eanh kh\u00e1c nhau \u0111\u1ec3 ch\u00e0o m\u1eddi h\u1ecd.<\/p>\n

C\u00e1c k\u00eanh ph\u1ed5 bi\u1ebfn v\u00e0 hi\u1ec7u qu\u1ea3 nh\u01b0: Nh\u1eafn tin, g\u1ecdi tho\u1ea1i, Email, s\u1eed d\u1ee5ng CRM\u00a0quay s\u1ed1 \u0111i \u0111\u1ec3 c\u00f3 th\u1ec3 g\u1eedi th\u00f4ng \u0111i\u1ec7p \u0111\u1ebfn h\u00e0ng lo\u1ea1t t\u1ec7p v\u1edbi ti\u00eau ch\u00ed \u0111\u00fang ng\u01b0\u1eddi, \u0111\u00fang th\u1eddi \u0111i\u1ec3m.<\/p>\n

8. \u00c1p d\u1ee5ng n\u1ec1n t\u1ea3ng Omni Channel.<\/strong><\/h2>\n

\"Omni<\/p>\n

N\u1ebfu b\u1ea1n \u0111ang t\u00ecm c\u00e1ch c\u1ea3i thi\u1ec7n hi\u1ec7u qu\u1ea3 k\u00eanh Digital c\u1ee7a m\u00ecnh, vi\u1ec7c xem x\u00e9t t\u1eadp trung t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh v\u00e0o m\u1ed9t n\u1ec1n t\u1ea3ng duy nh\u1ea5t l\u00e0 r\u1ea5t c\u1ea7n thi\u1ebft. Vi\u1ec7c n\u00e0y gi\u00fap b\u1ea1n hi\u1ec3u r\u1ecf h\u01a1n c\u00e1c t\u01b0\u01a1ng t\u00e1c m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang th\u1ef1c hi\u1ec7n v\u1edbi k\u00eanh c\u1ee7a m\u00ecnh. T\u1eeb \u0111\u00f3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 n\u00e2ng cao hi\u1ec7u qu\u1ea3 l\u00e0m vi\u1ec7c c\u1ee7a nh\u00e2n vi\u00ean CSKH.<\/p>","protected":false},"excerpt":{"rendered":"

Kh\u00e1ch h\u00e0ng l\u00e0 y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh \u0111\u1ebfn s\u1ef1 th\u00e0nh c\u00f4ng hay th\u1ea5t b\u1ea1i c\u1ee7a b\u1ea5t c\u1ee9 doanh nghi\u1ec7p n\u00e0o […]<\/p>","protected":false},"author":1,"featured_media":6812,"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":[12],"tags":[],"class_list":["post-6811","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"\n8 C\u00c1CH GI\u00daP C\u1ea2I THI\u1ec6N CH\u1ea4T L\u01af\u1ee2NG CH\u0102M S\u00d3C KH\u00c1CH H\u00c0NG T\u1eea K\u00caNH DIGITAL. - 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