{"id":51746,"date":"2023-12-20T01:17:04","date_gmt":"2023-12-19T18:17:04","guid":{"rendered":"https:\/\/masterskills.org\/blog\/de-khach-hang-cho-doi-la-nguyen-nhan-danh-mat-khach-hang.html"},"modified":"2023-12-20T01:17:04","modified_gmt":"2023-12-19T18:17:04","slug":"de-khach-hang-cho-doi-la-nguyen-nhan-danh-mat-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/de-khach-hang-cho-doi-la-nguyen-nhan-danh-mat-khach-hang.html","title":{"rendered":"\u0110\u1ec3 kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i l\u00e0 nguy\u00ean nh\u00e2n \u0111\u00e1nh m\u1ea5t kh\u00e1ch h\u00e0ng"},"content":{"rendered":"
\n

M\u1ed9t trong nh\u1eefng \u0111i\u1ec1u kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 cao nh\u1ea5t trong tr\u1ea3i nghi\u1ec7m c\u1ee7a m\u00ecnh khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 l\u00e0 th\u1eddi gian ph\u1ee5c v\u1ee5. Kh\u00e1ch h\u00e0ng kh\u00f4ng mu\u1ed1n ph\u1ea3i \u0111\u1ee3i qu\u00e1 l\u00e2u \u0111\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 m\u00e0 h\u1ecd \u0111ang mong \u0111\u1ee3i. N\u1ebfu doanh nghi\u1ec7p b\u1ea1n khi\u1ebfn kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u, kh\u00f4ng th\u1ec3 cung c\u1ea5p cho h\u1ecd tr\u1ea3i nghi\u1ec7m nhanh ch\u00f3ng v\u00e0 ti\u1ec7n l\u1ee3i, h\u1ecd s\u1ebd chuy\u1ec3n sang s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a \u0111\u1ed1i th\u1ee7, \u0111i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 g\u00e2y \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn doanh thu v\u00e0 s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p.<\/p>\n

Th\u1ed1ng k\u00ea v\u1ec1 t\u00ecnh tr\u1ea1ng kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i<\/b><\/h2>\n

\u0110\u1ec3 kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd \u0111\u1ee3i l\u00e0 m\u1ed9t v\u1ea5n \u0111\u1ec1 ph\u1ed5 bi\u1ebfn v\u00e0 l\u00e0m \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p. C\u00e1c con s\u1ed1 th\u1ed1ng k\u00ea sau c\u00e0ng cho th\u1ea5y r\u00f5 \u0111i\u1ec1u \u0111\u00f3:<\/span><\/p>\n

    \n
  • Trung b\u00ecnh th\u1eddi gian kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd \u0111\u1ee3i \u0111\u1ec3 \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 qua k\u00eanh tr\u1ef1c tuy\u1ebfn l\u00e0 kho\u1ea3ng 2 ph\u00fat. Tuy nhi\u00ean, \u0111\u1ed1i v\u1edbi email, th\u1eddi gian ch\u1edd \u0111\u1ee3i t\u0103ng l\u00ean l\u00e0 kho\u1ea3ng 10 gi\u1edd (ZenDesk, 2021).<\/span><\/li>\n
  • 66% kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u1eebng tr\u1ea3i qua t\u00ecnh tr\u1ea1ng ph\u1ea3i ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u khi s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. Trong \u0111\u00f3, 75% kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u1eebng ch\u1edd \u0111\u1ee3i qu\u00e1 5 ph\u00fat \u0111\u1ec3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a m\u00ecnh (Forrester, ).<\/span><\/li>\n
  • Th\u1eddi gian ch\u1edd \u0111\u1ee3i trung b\u00ecnh \u0111\u1ec3 tr\u1ea3 l\u1eddi m\u1ed9t cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i t\u1eeb kh\u00e1ch h\u00e0ng l\u00e0 kho\u1ea3ng 23 gi\u00e2y. Tuy nhi\u00ean, kho\u1ea3ng 32% cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c chuy\u1ec3n ti\u1ebfp \u0111\u1ebfn b\u1ed9 ph\u1eadn h\u1ed7 tr\u1ee3 kh\u00e1c v\u00e0 kh\u00e1ch h\u00e0ng ti\u1ebfp t\u1ee5c ph\u1ea3i ch\u1edd \u0111\u1ee3i (SuperOffice, )<\/span><\/li>\n<\/ul>\n
    \"C\u00e1c<\/p>\n

    C\u00e1c th\u1ed1ng k\u00ea cho th\u1ea5y t\u00ecnh tr\u1ea1ng kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i l\u00e0 v\u1ea5n \u0111\u1ec1 ph\u1ed5 bi\u1ebfn, l\u00e0m gi\u1ea3m tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

    V\u00ec v\u1eady, c\u00e1c doanh nghi\u1ec7p c\u1ea7n t\u1eadp trung v\u00e0o vi\u1ec7c gi\u1ea3m thi\u1ec3u th\u1eddi gian kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i \u0111\u1ec3 c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

    Nh\u1eefng l\u00fd do khi\u1ebfn kh\u00e1ch h\u00e0ng kh\u00f4ng mu\u1ed1n ch\u1edd \u0111\u1ee3i<\/b><\/h2>\n

    M\u1ed9t s\u1ed1 l\u00fd do ph\u1ed5 bi\u1ebfn khi\u1ebfn kh\u00e1ch h\u00e0ng kh\u00f4ng mu\u1ed1n ch\u1edd \u0111\u1ee3i nh\u01b0:<\/span><\/p>\n

    Kh\u00e1ch h\u00e0ng b\u1eadn r\u1ed9n v\u00e0 kh\u00f4ng c\u00f3 th\u1eddi gian: <\/b>Theo b\u00e1o c\u00e1o SuperOffice (), 33% kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f3 th\u1eddi gian \u0111\u1ec3 ch\u1edd \u0111\u1ee3i v\u00e0 mu\u1ed1n gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd ngay l\u1eadp t\u1ee9c. \u0110i\u1ec1u n\u00e0y \u0111\u1eb7c bi\u1ec7t \u0111\u00fang v\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng \u1edf \u0111\u1ed9 tu\u1ed5i t\u1eeb 18 \u0111\u1ebfn 34, 40% trong s\u1ed1 h\u1ecd kh\u00f4ng mu\u1ed1n ch\u1edd \u0111\u1ee3i. Ngo\u00e0i ra, h\u01a1n 30% kh\u00e1ch h\u00e0ng cho r\u1eb1ng th\u1eddi gian ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u \u0111\u00e3 g\u00e2y \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn l\u1ecbch tr\u00ecnh v\u00e0 k\u1ebf ho\u1ea1ch c\u1ee7a h\u1ecd (SuperOffice, 2021).<\/span><\/p>\n

    \"Kh\u00e1ch<\/p>\n

    Kh\u00e1ch h\u00e0ng kh\u00f4ng mu\u1ed1n ch\u1edd \u0111\u1ee3i v\u00ec h\u1ecd b\u1eadn r\u1ed9n v\u00e0 kh\u00f4ng c\u00f3 th\u1eddi gian<\/p>\n<\/div>\n

    C\u1ea3m gi\u00e1c b\u1ecb b\u1ecf r\u01a1i v\u00e0 kh\u00f4ng quan t\u00e2m \u0111\u1ebfn kh\u00e1ch h\u00e0ng: <\/b>N\u1ebfu kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u m\u00e0 kh\u00f4ng c\u00f3 ai h\u01b0\u1edbng d\u1eabn ho\u1eb7c c\u1eadp nh\u1eadt t\u00ecnh h\u00ecnh cho h\u1ecd, h\u1ecd c\u00f3 th\u1ec3 c\u1ea3m th\u1ea5y b\u1ecb b\u1ecf r\u01a1i v\u00e0 kh\u00f4ng \u0111\u01b0\u1ee3c quan t\u00e2m \u0111\u1ebfn. Theo NewVoiceMedia (), h\u01a1n 60% kh\u00e1ch h\u00e0ng s\u1ebd c\u1ea3m th\u1ea5y b\u1ecb b\u1ecf r\u01a1i n\u1ebfu h\u1ecd kh\u00f4ng nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i trong v\u00f2ng 5 ph\u00fat.<\/span><\/p>\n

    S\u1ef1 kh\u00f3 ch\u1ecbu v\u00e0 m\u1ea5t ki\u00ean nh\u1eabn: <\/b>H\u01a1n 50% kh\u00e1ch h\u00e0ng cho r\u1eb1ng th\u1eddi gian ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u l\u00e0m t\u0103ng s\u1ef1 kh\u00f3 ch\u1ecbu v\u00e0 m\u1ea5t ki\u00ean nh\u1eabn c\u1ee7a h\u1ecd (Amdocs, )<\/span><\/p>\n

    Th\u1eddi gian ch\u1edd \u0111\u1ee3i d\u00e0i l\u00e0m gi\u1ea3m tr\u1ea3i nghi\u1ec7m: <\/b>Theo b\u00e1o c\u00e1o c\u1ee7a HubSpot (2021), h\u01a1n 50% kh\u00e1ch h\u00e0ng cho r\u1eb1ng th\u1eddi gian ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u l\u00e0m gi\u1ea3m tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u1edbi doanh nghi\u1ec7p. Ngo\u00e0i ra, 69% kh\u00e1ch h\u00e0ng cho r\u1eb1ng th\u1eddi gian ch\u1edd \u0111\u1ee3i l\u00e0 m\u1ed9t trong nh\u1eefng v\u1ea5n \u0111\u1ec1 ch\u00ednh khi giao ti\u1ebfp v\u1edbi doanh nghi\u1ec7p qua k\u00eanh h\u1ed7 tr\u1ee3 tr\u1ef1c tuy\u1ebfn.<\/span><\/p>\n

    C\u00e1c l\u00fd do khi\u1ebfn kh\u00e1ch h\u00e0ng kh\u00f4ng mu\u1ed1n ch\u1edd \u0111\u1ee3i r\u1ea5t \u0111a d\u1ea1ng. Tuy nhi\u00ean, h\u1eadu qu\u1ea3 chung khi \u0111\u1ec3 kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i l\u00e0 \u1ea5n t\u01b0\u1ee3ng v\u00e0 quan h\u1ec7 c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p suy gi\u1ea3m.<\/span><\/p>\n

    H\u1eadu qu\u1ea3 n\u1ebfu \u0111\u1ec3 kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i<\/b><\/h2>\n

    N\u1ebfu \u0111\u1ec3 kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd \u0111\u1ee3i, c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 g\u1eb7p ph\u1ea3i c\u00e1c h\u1eadu qu\u1ea3 ti\u00eau c\u1ef1c, bao g\u1ed3m:<\/span><\/p>\n

    M\u1ea5t kh\u00e1ch h\u00e0ng d\u1eabn \u0111\u1ebfn gi\u1ea3m doanh thu: <\/b>Theo ClickSoftware (), h\u01a1n 50% kh\u00e1ch h\u00e0ng t\u1eebng chuy\u1ec3n sang \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh do ph\u1ea3i ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u \u0111\u1ec3 \u0111\u01b0\u1ee3c ph\u1ee5c v\u1ee5. Ngo\u00e0i ra, h\u01a1n 80% kh\u00e1ch h\u00e0ng t\u1eebng t\u1eeb b\u1ecf vi\u1ec7c mua s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 do ph\u1ea3i ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u \u0111\u1ec3 \u0111\u01b0\u1ee3c ph\u1ee5c v\u1ee5 (Acquire.io, ). C\u00f3 th\u1ec3 th\u1ea5y, vi\u1ec7c \u0111\u1ec3 kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i kh\u00f4ng ch\u1ec9 khi\u1ebfn doanh nghi\u1ec7p m\u1ea5t \u0111i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng m\u00e0 c\u00f2n g\u00e2y t\u1ed5n th\u1ea5t cho doanh thu c\u1ee7a doanh nghi\u1ec7p.<\/span><\/p>\n

    \"N\u1ebfu<\/p>\n

    N\u1ebfu \u0111\u1ec3 kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u, doanh nghi\u1ec7p c\u00f3 th\u1ec3 g\u1eb7p c\u00e1c v\u1ea5n \u0111\u1ec1 nh\u01b0: gi\u1ea3m doanh thu, m\u1ea5t danh ti\u1ebfng, \u2026<\/p>\n<\/div>\n

    M\u1ea5t danh ti\u1ebfng: <\/b>Theo b\u00e1o c\u00e1o c\u1ee7a SuperOffice , h\u01a1n 40% kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u1eebng tr\u1ea3i qua tr\u01b0\u1eddng h\u1ee3p ph\u1ea3i ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u v\u00e0 c\u1ea3m th\u1ea5y kh\u00f4ng h\u00e0i l\u00f2ng v\u1ec1 tr\u1ea3i nghi\u1ec7m \u0111\u00e3 chia s\u1ebb th\u00f4ng tin ti\u00eau c\u1ef1c v\u1ec1 doanh nghi\u1ec7p tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i ho\u1eb7c c\u00e1c trang web \u0111\u00e1nh gi\u00e1 s\u1ea3n ph\u1ea9m. \u0110i\u1ec1u n\u00e0y khi\u1ebfn danh ti\u1ebfng c\u1ee7a doanh nghi\u1ec7p b\u1ecb \u1ea3nh h\u01b0\u1edfng.<\/span><\/p>\n

    Gi\u1ea3m s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng: <\/b>H\u01a1n 50% kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u1eebng c\u1ea3m th\u1ea5y b\u1ef1c b\u1ed9i v\u00e0 kh\u00f4ng h\u00e0i l\u00f2ng khi ph\u1ea3i ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u \u0111\u1ec3 \u0111\u01b0\u1ee3c ph\u1ee5c v\u1ee5 (SuperOffice, ). Ngo\u00e0i ra, n\u1ebfu c\u00e1c doanh nghi\u1ec7p kh\u00f4ng t\u1ed1i \u01b0u quy tr\u00ecnh \u0111\u1ec3 gi\u1ea3m th\u1eddi gian ch\u1edd \u0111\u1ee3i, h\u1ecd c\u00f3 th\u1ec3 ph\u1ea3i t\u1ed1n k\u00e9m th\u1ebf c\u00e1c chi ph\u00ed kh\u00e1c \u0111\u1ec3 t\u0103ng c\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng v\u1edbi kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

    T\u1ea5t c\u1ea3 nh\u1eefng h\u1eadu qu\u1ea3 n\u00e0y \u0111\u1ec1u \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p v\u00e0 c\u00f3 th\u1ec3 l\u00e0m m\u1ea5t \u0111i s\u1ef1 tin t\u01b0\u1edfng c\u1ee7a kh\u00e1ch h\u00e0ng. V\u00ec v\u1eady, c\u00e1c doanh nghi\u1ec7p c\u1ea7n \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00ean h\u00e0ng \u0111\u1ea7u v\u00e0 \u0111\u01b0a ra c\u00e1c gi\u1ea3i ph\u00e1p \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3, gi\u00fap t\u0103ng c\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

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

    L\u00fd do kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng v\u00e0 c\u00e1ch kh\u1eafc ph\u1ee5c<\/strong><\/em><\/p>\n

    B\u00ed quy\u1ebft x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng<\/strong><\/em><\/p>\n

    Gi\u1ea3i ph\u00e1p \u0111\u1ec3 tr\u00e1nh t\u00ecnh tr\u1ea1ng kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i<\/b><\/h2>\n

    D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 c\u00e1ch l\u1ea5y l\u1ea1i kh\u00e1ch h\u00e0ng \u0111\u00e3 m\u1ea5t tr\u00e1nh t\u00ecnh tr\u1ea1ng kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd \u0111\u1ee3i:<\/span><\/p>\n

    \u0110\u01b0a ra th\u00f4ng b\u00e1o v\u00e0 d\u1ef1 \u0111o\u00e1n th\u1eddi gian kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i:<\/b> C\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 cung c\u1ea5p th\u00f4ng tin v\u1ec1 th\u1eddi gian ch\u1edd \u0111\u1ee3i \u01b0\u1edbc t\u00ednh \u0111\u1ec3 kh\u00e1ch h\u00e0ng bi\u1ebft \u0111\u01b0\u1ee3c th\u1eddi gian c\u1ee5 th\u1ec3 m\u00e0 h\u1ecd ph\u1ea3i ch\u1edd \u0111\u1ee3i. \u0110i\u1ec1u n\u00e0y s\u1ebd gi\u00fap kh\u00e1ch h\u00e0ng \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh nhanh h\u01a1n v\u00e0 gi\u1ea3m thi\u1ec3u s\u1ef1 b\u1ea5t m\u00e3n.<\/span><\/p>\n

    T\u0103ng s\u1ed1 l\u01b0\u1ee3ng nh\u00e2n vi\u00ean ph\u1ee5c v\u1ee5:<\/b> T\u0103ng s\u1ed1 l\u01b0\u1ee3ng nh\u00e2n vi\u00ean ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gi\u00fap gi\u1ea3m th\u1eddi gian ch\u1edd \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng. Theo Harvard Business Review (), vi\u1ec7c t\u0103ng th\u00eam m\u1ed9t nh\u00e2n vi\u00ean ph\u1ee5c v\u1ee5 c\u00f3 th\u1ec3 gi\u1ea3m th\u1eddi gian kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i t\u1edbi 33%.<\/span><\/p>\n

    S\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 \u0111\u1ec3 t\u1ed1i \u01b0u qu\u00e1 tr\u00ecnh giao d\u1ecbch v\u00e0 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng, gi\u1ea3m th\u1eddi gian ch\u1edd \u0111\u1ee3i:<\/b> S\u1eed d\u1ee5ng c\u00e1c c\u00f4ng ngh\u1ec7 nh\u01b0 chatbot, t\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh, \u2026 c\u00f3 th\u1ec3 gi\u1ea3m th\u1eddi gian kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i. Ch\u1eb3ng h\u1ea1n, chatbot l\u00e0 m\u1ed9t c\u00f4ng ngh\u1ec7 ti\u1ec7n \u00edch \u0111\u1ec3 tr\u1ea3 l\u1eddi c\u00e1c c\u00e2u h\u1ecfi c\u01a1 b\u1ea3n v\u00e0 gi\u00fap gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng, vi\u1ec7c s\u1eed d\u1ee5ng chatbot c\u00f3 th\u1ec3 gi\u00fap doanh nghi\u1ec7p gi\u1ea3m th\u1eddi gian ch\u1edd \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng t\u1eeb 10 ph\u00fat xu\u1ed1ng c\u00f2n 1 ph\u00fat (Forrester Research, 2021).<\/span><\/p>\n

    \"T\u0103ng<\/p>\n

    T\u0103ng s\u1ed1 l\u01b0\u1ee3ng nh\u00e2n vi\u00ean v\u00e0 s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng ngh\u1ec7\u00a0gi\u00fap doanh nghi\u1ec7p\u00a0gi\u1ea3m th\u1eddi gian kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i<\/p>\n<\/div>\n

    S\u1eafp x\u1ebfp l\u1ecbch h\u1eb9n cho kh\u00e1ch h\u00e0ng: <\/b>B\u1eb1ng c\u00e1ch s\u1eafp x\u1ebfp l\u1ecbch h\u1eb9n cho kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng nh\u00e2n vi\u00ean s\u1ebd s\u1eb5n s\u00e0ng ph\u1ee5c v\u1ee5 khi kh\u00e1ch h\u00e0ng \u0111\u1ebfn, gi\u00fap tr\u00e1nh t\u00ecnh tr\u1ea1ng ph\u1ea3i ch\u1edd \u0111\u1ee3i. Theo b\u00e1o c\u00e1o c\u1ee7a Salesforce (2021), 78% kh\u00e1ch h\u00e0ng cho bi\u1ebft h\u1ecd mu\u1ed1n c\u00f3 l\u1ecbch h\u1eb9n tr\u01b0\u1edbc khi \u0111\u1ebfn c\u1eeda h\u00e0ng.<\/span><\/p>\n

    C\u1ea3i thi\u1ec7n quy tr\u00ecnh v\u00e0 qu\u1ea3n l\u00fd hi\u1ec7u qu\u1ea3: <\/b>C\u1ea3i thi\u1ec7n quy tr\u00ecnh v\u00e0 qu\u1ea3n l\u00fd hi\u1ec7u qu\u1ea3 gi\u00fap doanh nghi\u1ec7p s\u1eafp x\u1ebfp t\u00e0i nguy\u00ean v\u00e0 th\u1eddi gian ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n, gi\u1ea3m th\u1eddi gian kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i t\u1edbi 35% (McKinsey, ). \u0110\u1ec3 c\u1ea3i thi\u1ec7n quy tr\u00ecnh v\u00e0 qu\u1ea3n l\u00fd hi\u1ec7u qu\u1ea3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng nhi\u1ec1u gi\u1ea3i ph\u00e1p kh\u00e1c nhau nh\u01b0:\u00a0<\/span><\/p>\n

      \n
    • Ph\u00e2n chia c\u00f4ng vi\u1ec7c cho nh\u00e2n vi\u00ean v\u00e0 \u0111\u00e0o t\u1ea1o cho h\u1ecd k\u1ef9 n\u0103ng ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng\u00a0<\/span><\/li>\n
    • S\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh, v\u00ed d\u1ee5: s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM), chatbot, \u2026 \u0111\u1ec3 t\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh v\u00e0 \u0111\u01b0a ra ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng cho kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
    • S\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m \u0111\u1eb7t l\u1ecbch tr\u01b0\u1edbc cho kh\u00e1ch h\u00e0ng \u0111\u1ec3 gi\u1ea3m th\u1eddi gian ch\u1edd \u0111\u1ee3i v\u00e0 s\u1eafp x\u1ebfp th\u1eddi gian ph\u1ee5c v\u1ee5 ph\u00f9 h\u1ee3p v\u1edbi l\u1ecbch tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n

      \u0110\u00e0o t\u1ea1o nh\u00e2n vi\u00ean v\u1ec1 k\u1ef9 n\u0103ng giao ti\u1ebfp v\u00e0 x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng: <\/b>Nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o t\u1ed1t s\u1ebd c\u00f3 kh\u1ea3 n\u0103ng gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 v\u00e0 y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3 h\u01a1n. Theo b\u00e1o c\u00e1o c\u1ee7a American Express v\u00e0 Zendesk, 87% kh\u00e1ch h\u00e0ng tin r\u1eb1ng d\u1ecbch v\u1ee5 t\u1ed1t ph\u1ee5 thu\u1ed9c v\u00e0o k\u1ef9 n\u0103ng v\u00e0 ki\u1ebfn th\u1ee9c c\u1ee7a nh\u00e2n vi\u00ean v\u00e0 kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng ch\u1edd \u0111\u1ee3i 8 ph\u00fat \u0111\u1ec3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 n\u1ebfu nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 h\u1ecd l\u00e0 nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o t\u1ed1t v\u00e0 th\u00e2n thi\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

      Vi\u1ec7c \u0111\u1ec3 kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i c\u00f3 th\u1ec3 khi\u1ebfn doanh nghi\u1ec7p m\u1ea5t \u0111i kh\u00e1ch h\u00e0ng v\u00e0 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn uy t\u00edn c\u1ee7a doanh nghi\u1ec7p. \u0110\u1ed1i v\u1edbi doanh nghi\u1ec7p,\u00a0 kh\u00e1ch h\u00e0ng l\u00e0 ng\u01b0\u1eddi quan tr\u1ecdng nh\u1ea5t v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd l\u00e0 ch\u00eca kh\u00f3a \u0111\u1ec3 t\u0103ng tr\u01b0\u1edfng b\u1ec1n v\u1eefng h\u01a1n. V\u00ec v\u1eady, \u0111\u1ec3 t\u0103ng c\u01b0\u1eddng v\u00e0 duy tr\u00ec s\u1ef1 h\u00e0i l\u00f2ng, tin t\u01b0\u1edfng c\u1ee7a kh\u00e1ch h\u00e0ng, c\u00e1c doanh nghi\u1ec7p c\u1ea7n ch\u00fa tr\u1ecdng \u0111\u1ebfn vi\u1ec7c c\u1ea3i thi\u1ec7n qu\u00e1 tr\u00ecnh ph\u1ee5c v\u1ee5 v\u00e0 gi\u1ea3m thi\u1ec3u th\u1eddi gian ch\u1edd \u0111\u1ee3i.\u00a0<\/span><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      M\u1ed9t trong nh\u1eefng \u0111i\u1ec1u kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 cao nh\u1ea5t trong tr\u1ea3i nghi\u1ec7m c\u1ee7a m\u00ecnh khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 l\u00e0 th\u1eddi gian ph\u1ee5c v\u1ee5. Kh\u00e1ch h\u00e0ng kh\u00f4ng mu\u1ed1n ph\u1ea3i \u0111\u1ee3i qu\u00e1 l\u00e2u \u0111\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 m\u00e0 h\u1ecd \u0111ang mong \u0111\u1ee3i. N\u1ebfu doanh nghi\u1ec7p b\u1ea1n khi\u1ebfn kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u, kh\u00f4ng th\u1ec3 cung c\u1ea5p cho h\u1ecd tr\u1ea3i nghi\u1ec7m nhanh ch\u00f3ng v\u00e0 ti\u1ec7n l\u1ee3i, h\u1ecd s\u1ebd chuy\u1ec3n sang s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a \u0111\u1ed1i th\u1ee7, \u0111i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 g\u00e2y \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn doanh thu v\u00e0 s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p.<\/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\/51746"}],"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=51746"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51746\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=51746"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=51746"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=51746"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}