{"id":51543,"date":"2023-12-20T00:30:43","date_gmt":"2023-12-19T17:30:43","guid":{"rendered":"https:\/\/masterskills.org\/blog\/cac-yeu-to-giup-tang-trai-nghiem-khach-hang-khi-tuong-tac.html"},"modified":"2023-12-20T00:30:43","modified_gmt":"2023-12-19T17:30:43","slug":"cac-yeu-to-giup-tang-trai-nghiem-khach-hang-khi-tuong-tac","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/cac-yeu-to-giup-tang-trai-nghiem-khach-hang-khi-tuong-tac.html","title":{"rendered":"C\u00e1c y\u1ebfu t\u1ed1 gi\u00fap t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng khi t\u01b0\u01a1ng t\u00e1c"},"content":{"rendered":"
\n

Nghi\u00ean c\u1ee9u c\u1ee7a <\/span>McKinsey<\/span> ti\u1ebft l\u1ed9 r\u1eb1ng vi\u1ec7c c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u0103ng doanh thu b\u00e1n h\u00e0ng t\u1eeb 2-7% v\u00e0 l\u1ee3i nhu\u1eadn t\u1eeb 1-2%. Nhi\u1ec1u nghi\u00ean c\u1ee9u kh\u00e1c c\u0169ng ch\u1ec9 ra r\u1eb1ng c\u00f4ng ty c\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u01b0\u1ee3t tr\u1ed9i s\u1ebd c\u00f3 doanh s\u1ed1 c\u0169ng nh\u01b0 t\u1ef7 l\u1ec7 \u1ee7ng h\u1ed9 cao h\u01a1n so v\u1edbi \u0111\u1ed1i th\u1ee7. \u0110\u1ec3 \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng v\u00e0 trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u, b\u1ea1n c\u1ea7n ch\u00fa \u00fd x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t ngay t\u1eeb b\u01b0\u1edbc \u0111\u1ea7u ti\u00ean. B\u00e0i vi\u1ebft n\u00e0y s\u1ebd g\u1ee3i \u00fd 6 y\u1ebfu t\u1ed1 quan tr\u1ecdng m\u00e0 m\u1ecdi doanh nghi\u1ec7p n\u00ean l\u01b0u \u00fd trong qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c \u0111\u1ec3 t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

C\u00e1 nh\u00e2n ho\u00e1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n

Hi\u1ec7n nay, \u201cc\u00e1 nh\u00e2n h\u00f3a\u201d l\u00e0 m\u1ed9t trong nh\u1eefng xu h\u01b0\u1edbng nh\u1eb1m n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. C\u1ee5m t\u1eeb n\u00e0y cho th\u1ea5y r\u00f5 r\u00e0ng doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 cung c\u1ea5p gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n \u0111\u1ea3m b\u1ea3o h\u1ecd c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c \u0111\u1ed1i \u0111\u00e3i nh\u01b0 c\u00e1 nh\u00e2n \u0111\u1eb7c bi\u1ec7t.<\/span><\/p>\n

M\u1ed9t trong nh\u1eefng l\u1ee3i \u00edch c\u1ee7a tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u00f3a l\u00e0 c\u00e1ch l\u00e0m n\u00e0y t\u1ea1o ra s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 th\u00fac \u0111\u1ea9y trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. Kh\u1ea3o s\u00e1t t\u1eeb <\/span>Adobe Commerce<\/span> cho th\u1ea5y c\u00f3 t\u1edbi 67% ng\u01b0\u1eddi ti\u00eau d\u00f9ng mu\u1ed1n nh\u1eadn c\u00e1c \u01b0u \u0111\u00e3i c\u00e1 nh\u00e2n h\u00f3a d\u1ef1a tr\u00ean th\u00f3i quen ti\u00eau d\u00f9ng d\u00f9 h\u1ecd \u0111ang mua s\u1eafm tr\u1ef1c tuy\u1ebfn hay t\u1ea1i c\u1eeda h\u00e0ng.<\/span><\/p>\n

\"C\u1ea7n<\/p>\n

C\u1ea7n n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n ho\u00e1 c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 c\u00e1ch th\u1ef1c hi\u1ec7n ph\u01b0\u01a1ng ph\u00e1p n\u00e0y nh\u1eb1m t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng:<\/span><\/p>\n

    \n
  • Th\u00f4ng \u0111i\u1ec7p, l\u1eddi ch\u00e0o v\u00e0 l\u1eddi c\u1ea3m \u01a1n c\u00e1 nh\u00e2n h\u00f3a<\/b>: S\u1eed d\u1ee5ng th\u00f4ng \u0111i\u1ec7p, l\u1eddi ch\u00e0o v\u00e0 l\u1eddi c\u1ea3m \u01a1n ri\u00eang bi\u1ec7t cho t\u1eebng kh\u00e1ch h\u00e0ng, c\u00f3 th\u1ec3 bao g\u1ed3m vi\u1ec7c s\u1eed d\u1ee5ng t\u00ean c\u1ee7a h\u1ecd.<\/span><\/li>\n
  • \u0110\u1ec1 xu\u1ea5t s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p<\/b>: S\u1eed d\u1ee5ng d\u1eef li\u1ec7u v\u1ec1 s\u1edf th\u00edch v\u00e0 l\u1ecbch s\u1eed mua s\u1eafm \u0111\u1ec3 \u0111\u1ec1 xu\u1ea5t s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
  • Ch\u01b0\u01a1ng tr\u00ecnh \u01b0u \u0111\u00e3i v\u00e0 th\u01b0\u1edfng th\u1ee9c c\u00e1 nh\u00e2n h\u00f3a<\/b>: T\u1ea1o c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh \u01b0u \u0111\u00e3i d\u00e0nh ri\u00eang cho t\u1eebng kh\u00e1ch h\u00e0ng. Nh\u1eefng \u01b0u \u0111\u00e3i n\u00e0y c\u00f3 th\u1ec3 d\u1ef1a tr\u00ean l\u1ecbch s\u1eed mua s\u1eafm ho\u1eb7c s\u1edf th\u00edch c\u00e1 nh\u00e2n.<\/span><\/li>\n
  • Theo d\u00f5i v\u00e0 \u0111\u00e1nh gi\u00e1 li\u00ean t\u1ee5c<\/b>: Duy tr\u00ec vi\u1ec7c theo d\u00f5i, \u0111\u00e1nh gi\u00e1 \u0111\u1ec3 c\u1eadp nh\u1eadt v\u00e0 s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a h\u1ecd.<\/span><\/li>\n<\/ul>\n

    T\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u1eb1ng AI<\/h2>\n

    Trong th\u1eddi \u0111\u1ea1i c\u00f4ng ngh\u1ec7 4.0, tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI) \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c c\u1ea3i ti\u1ebfn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. AI t\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh, gi\u1ea3m sai s\u00f3t, v\u00e0 ti\u1ebft ki\u1ec7m th\u1eddi gian. C\u1ee5 th\u1ec3, AI c\u00f3 th\u1ec3 tri\u1ec3n khai chatbot \u0111\u1ec3 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng 24\/7, nh\u1eadn di\u1ec7n gi\u1ecdng n\u00f3i \u0111\u1ec3 x\u00e1c minh danh t\u00ednh, ph\u00e2n lo\u1ea1i v\u00e0 chuy\u1ec3n ti\u1ebfp y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, v\u00e0 d\u1ef1 \u0111o\u00e1n h\u00e0nh vi v\u00e0 nhu c\u1ea7u c\u1ee7a h\u1ecd. AI \u0111\u00e3 m\u1edf ra nhi\u1ec1u c\u01a1 h\u1ed9i m\u1edbi \u0111\u1ec3 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n v\u00e0 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd.<\/span><\/p>\n

    B\u00ean c\u1ea1nh \u0111\u00f3, AI gi\u00fap gi\u1ea3m chi ph\u00ed d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng th\u00f4ng qua t\u1ef1 \u0111\u1ed9ng ho\u00e1 nhi\u1ec7m v\u1ee5 l\u1eb7p \u0111i l\u1eb7p l\u1ea1i, gi\u1ea3i ph\u00f3ng nh\u00e2n l\u1ef1c \u0111\u1ec3 t\u1eadp trung v\u00e0o c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u1ee9c t\u1ea1p h\u01a1n. V\u00ed d\u1ee5, chatbot \u0111\u01b0\u1ee3c trang b\u1ecb AI c\u00f3 kh\u1ea3 n\u0103ng x\u1eed l\u00fd c\u00e1c y\u00eau c\u1ea7u th\u00f4ng th\u01b0\u1eddng c\u1ee7a kh\u00e1ch h\u00e0ng, nh\u01b0 t\u01b0 v\u1ea5n kh\u00e1ch h\u00e0ng, ki\u1ec3m tra t\u00ecnh tr\u1ea1ng \u0111\u01a1n h\u00e0ng ho\u1eb7c c\u1eadp nh\u1eadt th\u00f4ng tin giao h\u00e0ng. \u0110i\u1ec1u n\u00e0y gi\u00fap doanh nghi\u1ec7p t\u1eadp trung v\u00e0o c\u00e1c nhi\u1ec7m v\u1ee5 y\u00eau c\u1ea7u tr\u00ed tu\u1ec7 v\u00e0 s\u00e1ng t\u1ea1o h\u01a1n, nh\u01b0 kh\u1eafc ph\u1ee5c s\u1ef1 c\u1ed1 k\u1ef9 thu\u1eadt ho\u1eb7c gi\u1ea3i quy\u1ebft tranh ch\u1ea5p c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

    M\u1ed9t s\u1ed1 th\u01b0\u01a1ng hi\u1ec7u l\u1edbn \u0111\u00e3 \u00e1p d\u1ee5ng th\u00e0nh c\u00f4ng AI \u0111\u1ec3\u00a0t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, c\u1ee5 th\u1ec3:<\/span><\/p>\n

      \n
    • eBay<\/span> \u0111\u00e3 s\u1eed d\u1ee5ng chatbot \u0111\u1ec3 gi\u00fap kh\u00e1ch h\u00e0ng t\u00ecm ki\u1ebfm c\u00e1c s\u1ea3n ph\u1ea9m ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 li\u00ean quan \u0111\u1ebfn \u0111\u01a1n h\u00e0ng.<\/span><\/li>\n
    • Nike<\/span> s\u1eed d\u1ee5ng chatbot nh\u1eb1m gi\u00fap ng\u01b0\u1eddi mua h\u00e0ng l\u1ef1a ch\u1ecdn s\u1ea3n ph\u1ea9m c\u0169ng nh\u01b0 h\u01b0\u1edbng d\u1eabn ch\u0103m s\u00f3c s\u1ea3n ph\u1ea9m.\u00a0<\/span><\/li>\n
    • KFC<\/span> \u0111\u00e3 ph\u00e1t tri\u1ec3n c\u00f4ng ngh\u1ec7 nh\u1eadn di\u1ec7n khu\u00f4n m\u1eb7t \u0111\u1ec3 d\u1ef1 \u0111o\u00e1n \u0111\u01a1n h\u00e0ng c\u1ee7a kh\u00e1ch h\u00e0ng. H\u1ec7 th\u1ed1ng n\u00e0y c\u00f3 th\u1ec3 \u0111\u1ec1 xu\u1ea5t c\u00e1c m\u00f3n \u0103n kh\u00e1c nhau d\u1ef1a tr\u00ean tu\u1ed5i v\u00e0 t\u00e2m tr\u1ea1ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n
      \"Nike<\/p>\n

      Nike \u1ee9ng d\u1ee5ng chatbot gi\u00fap kh\u00e1ch h\u00e0ng t\u00ecm ki\u1ebfm s\u1ea3n ph\u1ea9m nhanh ch\u00f3ng<\/p>\n<\/div>\n

      T\u0103ng\u00a0t\u1ed1c \u0111\u1ed9 ph\u1ea3n h\u1ed3i th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/h2>\n

      T\u1ed1c \u0111\u1ed9 ph\u1ea3n h\u1ed3i l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 quan tr\u1ecdng gi\u00fap t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u00e0 doanh nghi\u1ec7p c\u1ea7n ch\u00fa tr\u1ecdng. Kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng m\u1ea5t ki\u00ean nh\u1eabn v\u1edbi vi\u1ec7c ph\u1ea3i ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u \u0111\u1ec3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1.<\/span><\/p>\n

      \u0110\u1ec3 \u0111\u1ea3m b\u1ea3o ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 hi\u1ec7n \u0111\u1ea1i nh\u01b0 email, SMS, \u0111i\u1ec7n tho\u1ea1i v\u00e0 m\u1ea1ng x\u00e3 h\u1ed9i. Trong th\u1eddi \u0111\u1ea1i s\u1ed1 h\u00f3a, nh\u1eefng k\u00eanh n\u00e0y cung c\u1ea5p ph\u01b0\u01a1ng th\u1ee9c li\u00ean l\u1ea1c nhanh ch\u00f3ng cho kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y quan tr\u1ecdng b\u1edfi v\u00ec ng\u01b0\u1eddi d\u00f9ng hi\u1ec7n nay mong \u0111\u1ee3i t\u00ednh linh ho\u1ea1t trong vi\u1ec7c ti\u1ebfp c\u1eadn th\u00f4ng tin v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1. B\u00ean c\u1ea1nh \u0111\u00f3, c\u00e1c doanh nghi\u1ec7p c\u0169ng c\u00f3 th\u1ec3 tri\u1ec3n khai trang web ho\u1eb7c \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u \u0111a d\u1ea1ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

      Mang t\u1edbi tr\u1ea3i nghi\u1ec7m\u00a0li\u1ec1n m\u1ea1ch cho kh\u00e1ch h\u00e0ng<\/h2>\n

      Kh\u00e1ch h\u00e0ng lu\u00f4n mong mu\u1ed1n c\u00f3 m\u1ed9t tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch, t\u1ee9c l\u00e0 kh\u00f4ng g\u1eb7p b\u1ea5t k\u1ef3 s\u1ef1 gi\u00e1n \u0111o\u1ea1n, r\u1eafc r\u1ed1i, hay phi\u1ec1n ph\u1ee9c n\u00e0o khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5.\u00a0<\/span><\/p>\n

      \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y, c\u00f4ng ty c\u1ea7n \u0111\u1ea3m b\u1ea3o c\u00e1c k\u00eanh giao ti\u1ebfp kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p v\u00e0 \u0111\u1ed3ng b\u1ed9 h\u00f3a hi\u1ec7u qu\u1ea3. C\u00e1ch ti\u1ebfp c\u1eadn \u0111a k\u00eanh nh\u1ea5t qu\u00e1n \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch v\u00e0 th\u1ed1ng nh\u1ea5t tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac (website, \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng, m\u1ea1ng x\u00e3 h\u1ed9i ho\u1eb7c c\u1eeda h\u00e0ng). Nh\u1edd v\u1eady, kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng s\u1ebd d\u1ec5 d\u00e0ng truy c\u1eadp v\u00e0 t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p nhanh ch\u00f3ng.<\/span><\/p>\n

      \"\u0110\u1ea3m<\/p>\n

      \u0110\u1ea3m b\u1ea3o \u0111a k\u00eanh \u0111\u01b0\u1ee3c \u0111\u1ed3ng b\u1ed9 \u0111\u1ec3 t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

      Ngo\u00e0i ra, h\u1ec7 th\u1ed1ng CRM c\u0169ng c\u1ea7n thi\u1ebft \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng \u0111\u1ec3 theo d\u00f5i v\u00e0 ph\u00e2n t\u00edch h\u00e0nh vi, nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ed9t s\u1ed1 c\u00e1ch th\u1ee9c m\u00e0 h\u1ec7 th\u1ed1ng CRM gi\u00fap \u0111\u1ea3m b\u1ea3o tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0:\u00a0<\/span><\/p>\n

        \n
      • T\u00edch h\u1ee3p v\u1edbi h\u1ec7 th\u1ed1ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/b>: \u0110\u1ea3m b\u1ea3o \u0111\u1ed9i ng\u0169 CSKH nh\u1eadn tin v\u00e0 t\u01b0 v\u1ea5n nhanh ch\u00f3ng. CRM k\u1ebft h\u1ee3p chatbot ph\u1ea3n h\u1ed3i th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng trong th\u1eddi gian ng\u1eafn.<\/span><\/li>\n
      • T\u1ef1 \u0111\u1ed9ng g\u1eedi email\/tin nh\u1eafn<\/b>: CRM h\u1ed7 tr\u1ee3 g\u1eedi th\u00f4ng tin khuy\u1ebfn m\u00e3i, \u01b0u \u0111\u00e3i t\u1edbi kh\u00e1ch h\u00e0ng th\u00f4ng qua l\u1ecbch s\u1eed mua h\u00e0ng. C\u00e1ch n\u00e0y gi\u00fap \u0111\u1ea3m b\u1ea3o k\u1ebft n\u1ed1i th\u01b0\u1eddng xuy\u00ean v\u1edbi ng\u01b0\u1eddi ti\u00eau d\u00f9ng.<\/span><\/li>\n<\/ul>\n

        Nh\u00ecn chung, vi\u1ec7c t\u1ea1o tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch gi\u00fap c\u00e1c c\u00f4ng ty t\u1ed1i \u01b0u h\u00f3a hi\u1ec7u su\u1ea5t kinh doanh. B\u1eb1ng c\u00e1ch t\u00edch h\u1ee3p h\u1ec7 th\u1ed1ng, quy tr\u00ecnh, b\u1ea1n c\u00f3 th\u1ec3 theo d\u00f5i v\u00e0 \u0111o l\u01b0\u1eddng hi\u1ec7u su\u1ea5t tr\u1ef1c tuy\u1ebfn v\u00e0 tr\u1ef1c ti\u1ebfp d\u1ec5 d\u00e0ng. Nh\u1edd v\u1eady doanh nghi\u1ec7p s\u1ebd hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 c\u00e1ch k\u00eanh ho\u1ea1t \u0111\u1ed9ng, t\u1eeb \u0111\u00f3 \u0111\u1ea3m b\u1ea3o ngu\u1ed3n l\u1ef1c v\u00e0 s\u1ef1 \u01b0u ti\u00ean \u0111\u1ea7u t\u01b0 \u0111\u1ec3 ho\u1ea1t \u0111\u1ed9ng kinh doanh ph\u00e1t tri\u1ec3n.<\/span><\/p>\n

        C\u1ea3i thi\u1ec7n n\u1ed9i dung t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng<\/b><\/h2>\n

        N\u1ed9i dung t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c c\u1ea3i thi\u1ec7n m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u1ec3 th\u1ef1c s\u1ef1 n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c t\u00e2m l\u00fd c\u1ee7a kh\u00e1ch h\u00e0ng, n\u1ed9i dung t\u01b0\u01a1ng t\u00e1c c\u1ea7n \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng c\u1ea9n th\u1eadn. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 l\u01b0u \u00fd m\u00e0 b\u1ea1n c\u1ea7n xem x\u00e9t khi c\u1ea3i thi\u1ec7n n\u1ed9i dung t\u01b0\u01a1ng t\u00e1c:\u00a0<\/span><\/p>\n

          \n
        • S\u1eed d\u1ee5ng ng\u00f4n ng\u1eef ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng<\/b>:\u00a0C\u00e1ch giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng v\u1edbi ng\u00f4n ng\u1eef \u0111\u00fang m\u1ef1c v\u00e0 ph\u00f9 h\u1ee3p gi\u00fap t\u1ea1o ra c\u1ea3m gi\u00e1c g\u1ea7n g\u0169i v\u00e0 tho\u1ea3i m\u00e1i. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi th\u01b0\u01a1ng hi\u1ec7u c\u1ea7n n\u1eafm r\u00f5 \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/li>\n
        • Tr\u00e1nh d\u00f9ng thu\u1eadt ng\u1eef chuy\u00ean ng\u00e0nh ho\u1eb7c t\u1eeb ng\u1eef g\u00e2y hi\u1ec3u l\u1ea7m<\/b>: M\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ec3 t\u1ea1o n\u1ed9i dung hi\u1ec7u qu\u1ea3 l\u00e0 di\u1ec5n \u0111\u1ea1t th\u1eadt \u0111\u01a1n gi\u1ea3n v\u00e0 d\u1ec5 hi\u1ec3u, h\u1ea1n ch\u1ebf s\u1eed d\u1ee5ng t\u1eeb chuy\u00ean ng\u00e0nh kh\u00f3 hi\u1ec3u. N\u1ebfu kh\u00f4ng tr\u00e1nh \u0111\u01b0\u1ee3c vi\u1ec7c s\u1eed d\u1ee5ng ch\u00fang, h\u00e3y \u0111\u1ea3m b\u1ea3o gi\u1ea3i th\u00edch t\u01b0\u1ee3ng t\u1eadn gi\u00fap kh\u00e1ch h\u00e0ng hi\u1ec3u r\u00f5 th\u00f4ng \u0111i\u1ec7p.\u00a0<\/span><\/li>\n
        • Cung c\u1ea5p th\u00f4ng tin h\u1eefu \u00edch<\/b>: Khi t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p, kh\u00e1ch h\u00e0ng mu\u1ed1n t\u00ecm ki\u1ebfm th\u00f4ng tin chi ti\u1ebft \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a b\u1ea3n th\u00e2n. Ch\u00ednh v\u00ec v\u1eady, doanh nghi\u1ec7p c\u1ea7n \u0111\u01b0a ra th\u00f4ng tin c\u1ee5 th\u1ec3, h\u1eefu \u00edch gi\u00fap kh\u00e1ch h\u00e0ng ti\u1ebft ki\u1ec7m th\u1eddi gian khi t\u00ecm hi\u1ec3u.<\/span><\/li>\n<\/ul>\n

          T\u1ea1o c\u1ea3m x\u00fac t\u00edch c\u1ef1c cho kh\u00e1ch h\u00e0ng trong qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c\u00a0<\/b><\/h2>\n

          T\u1ea1o tr\u1ea3i nghi\u1ec7m \u0111\u1ed9c \u0111\u00e1o l\u00e0 m\u1ed9t c\u00e1ch tuy\u1ec7t v\u1eddi \u0111\u1ec3 th\u1ec3 hi\u1ec7n s\u1ef1 quan t\u00e2m c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u v\u1edbi ng\u01b0\u1eddi ti\u00eau d\u00f9ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 m\u1eb9o gi\u00fap b\u1ea1n t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00f3 qu\u00ean khi nh\u1eafn tin v\u1edbi kh\u00e1ch h\u00e0ng:<\/span><\/p>\n

            \n
          • Th\u1ec3 hi\u1ec7n s\u1ef1 \u0111\u1ed3ng c\u1ea3m<\/b>: Khi gi\u1ea3i quy\u1ebft c\u00e1c khi\u1ebfu n\u1ea1i ho\u1eb7c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng, h\u00e3y th\u1ec3 hi\u1ec7n s\u1ef1 \u0111\u1ed3ng c\u1ea3m v\u00e0 th\u1ea5u hi\u1ec3u. Doanh nghi\u1ec7p h\u00e3y c\u1ed1 g\u1eafng t\u00ecm hi\u1ec3u chi ti\u1ebft y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
          • L\u1eafng nghe kh\u00e1ch h\u00e0ng<\/b>: L\u1eafng nghe gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 t\u1ed1t \u0111\u1eb9p v\u1edbi kh\u00e1ch h\u00e0ng t\u1eeb \u0111\u00f3 th\u00fac \u0111\u1ea9y t\u1ef1 t\u01b0\u01a1ng t\u00e1c t\u00edch c\u1ef1c gi\u1eefa hai b\u00ean. T\u1ed5 ch\u1ee9c c\u1ea7n t\u1ea1o cho kh\u00e1ch h\u00e0ng c\u1ea3m gi\u00e1c tho\u1ea3i m\u00e1i khi chia s\u1ebb suy ngh\u0129, c\u1ea3m nh\u1eadn c\u00e1 nh\u00e2n c\u0169ng nh\u01b0 \u0111\u1eb7t c\u00e2u h\u1ecfi m\u1edf \u0111\u1ec3 kh\u00e1ch h\u00e0ng chia s\u1ebb nhi\u1ec1u th\u00f4ng tin h\u01a1n.\u00a0<\/span><\/li>\n
          • Trao quy\u1ec1n cho kh\u00e1ch h\u00e0ng<\/b>: Doanh nghi\u1ec7p h\u00e3y \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c h\u1ecd l\u00e0 ng\u01b0\u1eddi c\u00f3 quy\u1ec1n quy\u1ebft \u0111\u1ecbnh. Tr\u00e1nh g\u00e2y s\u1ee9c \u00e9p l\u00ean kh\u00e1ch h\u00e0ng khi\u1ebfn h\u1ecd c\u1ea3m th\u1ea5y b\u1ea3n th\u00e2n b\u1ecb \u0111i\u1ec1u h\u01b0\u1edbng.<\/span><\/li>\n<\/ul>\n
            \"L\u1eafng<\/p>\n

            L\u1eafng nghe \u0111\u1ec3 hi\u1ec3u v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i<\/p>\n<\/div>\n

            T\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 t\u1ea1o ra s\u1ef1 h\u00e0i l\u00f2ng m\u00e0 c\u00f2n th\u00fac \u0111\u1ea9y s\u1ef1 trung th\u00e0nh v\u00e0 t\u1ea1o d\u1ef1ng danh ti\u1ebfng t\u00edch c\u1ef1c cho th\u01b0\u01a1ng hi\u1ec7u. Vi\u1ec7c n\u1eafm v\u1eefng nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng n\u00e0y c\u00f3 th\u1ec3 l\u00e0 y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh s\u1ef1 th\u00e0nh b\u1ea1i c\u1ee7a m\u1ed9t doanh nghi\u1ec7p. Ngo\u00e0i 6 y\u1ebfu t\u1ed1 tr\u00ean, c\u00e1c doanh nghi\u1ec7p c\u0169ng c\u1ea7n theo d\u00f5i v\u00e0 t\u00ecm ki\u1ebfm c\u00e1c c\u00e1ch kh\u00e1c \u0111\u1ec3 l\u00e0m m\u1edbi tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 b\u1ec1n v\u1eefng v\u1edbi h\u1ecd.<\/span><\/p>\n

            Xem th\u00eam:<\/strong><\/em><\/p>\n

            X\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc t\u1ea1o uy t\u00edn doanh nghi\u1ec7p<\/strong><\/em><\/p>\n

            Gia t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng nh\u1edd Live chat<\/strong><\/em><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

            Nghi\u00ean c\u1ee9u c\u1ee7a <\/span>McKinsey<\/span> ti\u1ebft l\u1ed9 r\u1eb1ng vi\u1ec7c c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u0103ng doanh thu b\u00e1n h\u00e0ng t\u1eeb 2-7% v\u00e0 l\u1ee3i nhu\u1eadn t\u1eeb 1-2%. Nhi\u1ec1u nghi\u00ean c\u1ee9u kh\u00e1c c\u0169ng ch\u1ec9 ra r\u1eb1ng c\u00f4ng ty c\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u01b0\u1ee3t tr\u1ed9i s\u1ebd c\u00f3 doanh s\u1ed1 c\u0169ng nh\u01b0 t\u1ef7 l\u1ec7 \u1ee7ng h\u1ed9 cao h\u01a1n so v\u1edbi \u0111\u1ed1i th\u1ee7. \u0110\u1ec3 \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng v\u00e0 trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u, b\u1ea1n c\u1ea7n ch\u00fa \u00fd x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t ngay t\u1eeb b\u01b0\u1edbc \u0111\u1ea7u ti\u00ean. B\u00e0i vi\u1ebft n\u00e0y s\u1ebd g\u1ee3i \u00fd 6 y\u1ebfu t\u1ed1 quan tr\u1ecdng m\u00e0 m\u1ecdi doanh nghi\u1ec7p n\u00ean l\u01b0u \u00fd trong qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c \u0111\u1ec3 t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/span><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51543"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=51543"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51543\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=51543"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=51543"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=51543"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}