{"id":52568,"date":"2023-12-20T04:11:44","date_gmt":"2023-12-19T21:11:44","guid":{"rendered":"https:\/\/masterskills.org\/blog\/he-thong-cham-soc-khach-hang-ticket.html"},"modified":"2023-12-20T04:11:44","modified_gmt":"2023-12-19T21:11:44","slug":"he-thong-cham-soc-khach-hang-ticket","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/he-thong-cham-soc-khach-hang-ticket.html","title":{"rendered":"H\u1ec7 th\u1ed1ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng Ticket"},"content":{"rendered":"
Doanh nghi\u1ec7p c\u1ee7a b\u1ea1n t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng h\u00e0ng ng\u00e0y xoay quanh c\u00e1c ch\u1ee7 \u0111\u1ec1 nh\u01b0 Giao d\u1ecbch; h\u1ecfi \u2013 t\u01b0 v\u1ea5n; hay l\u00e0 nh\u1eefng ph\u00e0n n\u00e0n \u2026 C\u00f3 nh\u1eefng v\u1ea5n \u0111\u1ec1 s\u1ebd \u0111\u01b0\u1ee3c x\u1eed l\u00fd ngay l\u1eadp t\u1ee9c v\u00e0 \u0111em l\u1ea1i s\u1ef1 h\u00e0i l\u00f2ng cho kh\u00e1ch h\u00e0ng. Nh\u01b0ng c\u0169ng c\u00f3 c\u00f3 nh\u1eefng v\u1ea5n \u0111\u1ec1 c\u1ea7n th\u00eam th\u1eddi gian m\u00e0 b\u1ea1n c\u1ea7n ti\u1ebfp t\u1ee5c \u0111i theo n\u00f3 nh\u01b0: Ph\u1ea3n h\u1ed3i v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5\/s\u1ea3n ph\u1ea9m; C\u01a1 h\u1ed9i b\u00e1n h\u00e0ng\/B\u00e1o gi\u00e1\u2026 Masterskills hi\u1ec3u r\u00f5 nhu c\u1ea7u n\u00e0y v\u00e0 \u0111\u01b0a ra t\u00ednh n\u1eafng Support Ticket (h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng theo v\u00e9). Support Ticket s\u1ebd gi\u00fap \u201ctheo d\u00f5i\u201d v\u00e0 \u201cgi\u1ea3i quy\u1ebft\u201d t\u1eebng v\u1ea5n \u0111\u1ec1<\/strong>.<\/p>\n

Ch\u1ee9c n\u0103ng Masterskills Ticket c\u00f3 s\u1eb5n trong m\u1ecdi g\u00f3i d\u1ecbch v\u1ee5 c\u1ee7a Masterskills.<\/p>\n

\"support_tickets\"<\/p>\n

Support Ticket ho\u1ea1t \u0111\u1ed9ng th\u1ebf n\u00e0o?<\/h2>\n

Khi m\u1ed9t kh\u00e1ch h\u00e0ng c\u00f3 m\u1ed9t v\u1ea5n \u0111\u1ec1 m\u00e0 kh\u00f4ng gi\u1ea3i quy\u1ebft \u0111\u01b0\u1ee3c lu\u00f4n, b\u1ea1n s\u1ebd chuy\u1ec3n cu\u1ed9c h\u1ed9i tho\u1ea1i th\u00e0nh Ticket v\u00e0 t\u1eeb \u0111\u00f3 ch\u1ee9c n\u0103ng n\u00e0y gi\u00fap b\u1ea1n theo d\u00f5i v\u1ea5n \u0111\u1ec1 m\u1ed9t c\u00e1ch d\u1ec5 d\u00e0ng. Ticket s\u1ebd c\u00f3 nh\u1eefng \u0111\u1eb7c \u0111i\u1ec3m sau:<\/p>\n

– M\u1ed7i ticket \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng tr\u00ean m\u1ed9t h\u1ed9i tho\u1ea1i<\/strong>. Khi b\u1ea1n gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 b\u1ea1n s\u1ebd t\u01b0\u01a1ng t\u00e1c v\u1edbi Kh\u00e1ch h\u00e0ng ngay tr\u00ean \u0111\u00f3; khi kh\u00e1ch h\u00e0ng c\u00f3 m\u1ed9t v\u1ea5n \u0111\u1ec1 c\u1ea7n b\u1ea1n x\u1eed l\u00fd h\u1ecd c\u0169ng b\u00e1o v\u1edbi b\u1ea1n qua H\u1ed9i tho\u1ea1i\u2026 K\u00eanh ph\u00f9 h\u1ee3p nh\u1ea5t \u0111\u1ec3 t\u1ed5 ch\u1ee9c ticket l\u00e0 k\u00eanh email v\u00ec n\u00f3 s\u1ebd gi\u00fap vi\u1ec7c li\u00ean l\u1ea1c di\u1ec5n ra m\u00e0 kh\u00f4ng ph\u1ee5 thu\u1ed9c th\u1eddi gian.<\/p>\n

– X\u1ebfp th\u1ee9 t\u1ef1 \u01b0u ti\u00ean<\/strong>: Th\u1ee9 t\u1ef1 \u01b0u ti\u00ean gi\u00fap x\u1ebfp lo\u1ea1i ticket \u0111\u1ec3 bi\u1ebft \u0111\u00e2u c\u1ea7n x\u1eed l\u00fd tr\u01b0\u1edbc. C\u00f3 c\u00e1c th\u1ee9 t\u1ef1 \u01b0u ti\u00ean: Kh\u1ea9n c\u1ea5p, Cao, Trung b\u00ecnh, Th\u1ea5p.<\/p>\n

– Agents gi\u1ea3i quy\u1ebft ticket<\/strong>: L\u00e0 nh\u1eefng agents \u0111\u01b0\u1ee3c giao x\u1eed l\u00fd v\u00e0 t\u01b0\u01a1ng \u0111\u1ed3ng v\u1edbi nh\u1eefng agents c\u00f3 trong cu\u1ed9c h\u1ed9i tho\u1ea1i. B\u1ea1n c\u00f3 th\u1ec3 th\u00eam nh\u1eefng agents kh\u00e1c v\u00e0o c\u00f9ng gi\u1ea3i quy\u1ebft.<\/p>\n

– Tr\u1ea1ng th\u00e1i ticket<\/strong>: Tr\u1ea1ng th\u00e1i s\u1ebd cho ta bi\u1ebft \u0111\u01b0\u1ee3c tr\u1ea1ng th\u00e1i x\u1eed l\u00fd v\u1ea5n \u0111\u1ec1. C\u00f3 04 tr\u1ea1ng th\u00e1i:<\/p>\n

+\/ M\u1edf<\/strong> (Open) l\u00e0 ticket \u0111ang \u0111\u01b0\u1ee3c x\u1eed l\u00fd.<\/p>\n

+\/ Ch\u1edd x\u1eed l\u00fd<\/strong> (pending) l\u00e0 ticket ch\u01b0a c\u00f3 ph\u01b0\u01a1ng \u00e1n gi\u1ea3i quy\u1ebft;<\/p>\n

+\/ \u0110\u00e3 gi\u1ea3i quy\u1ebft<\/strong> (Resolved) l\u00e0 nh\u1eefng ticket \u0111\u00e3 \u0111\u01b0\u1ee3c x\u1eed l\u00fd;<\/p>\n

+\/ \u0110\u00f3ng<\/strong> (closed) l\u00e0 nh\u1eefng ticket \u0111\u00e3 \u0111\u01b0\u1ee3c \u0111\u00f3ng v\u00e0 kh\u00f4ng c\u00f2n \u0111\u01b0\u1ee3c x\u1eed l\u00fd n\u1eefa, n\u00f3 c\u00f3 th\u1ec3 l\u00e0 nh\u1eefng ticket \u0111\u00e3 x\u1eed l\u00fd ho\u1eb7c kh\u00f4ng c\u00f2n \u0111\u01b0\u1ee3c x\u1eed l\u00fd.<\/p>\n

– T\u00ean cu\u1ed9c h\u1ed9i tho\u1ea1i v\u00e0 ghi ch\u00fa<\/strong>: \u0110\u1ec3 d\u1ec5 t\u00f3m l\u01b0\u1ee3c l\u1ea1i v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea1n c\u00f3 th\u1ec3 d\u00f9ng Ghi ch\u00fa (note) ho\u1eb7c ngay ti\u00eau \u0111\u1ec1 h\u1ed9i tho\u1ea1i. V\u00ed d\u1ee5 nh\u01b0: Kh\u00e1ch h\u00e0ng c\u1ea5n b\u00e1o gi\u00e1 Tour \u0111i Ph\u00e1p. Vi\u1ec7c n\u00e0y s\u1ebd gi\u00fap b\u1ea1n ho\u1eb7c \u0111\u1ed3ng nghi\u1ec7p c\u1ee7a b\u1ea1n nhanh ti\u1ebfp nh\u1eadn v\u1ea5n \u0111\u1ec1 v\u00e0o ng\u00e0y h\u00f4m sau.<\/p>\n

– Th\u1eddi h\u1ea1n x\u1eed l\u00fd (Due Date)<\/strong>: L\u00e0 th\u1eddi h\u1ea1n m\u00e0 b\u1ea1n c\u1ea7n x\u1eed l\u00fd v\u1ea5n \u0111\u1ec1. N\u00f3 s\u1ebd cung c\u1ea5p cho b\u1ea1n m\u1ed9t m\u1ed1c th\u1eddi gian c\u1ee5 th\u1ec3 v\u00e0 c\u00f3 th\u1ec3 cam k\u1ebft v\u1edbi Kh\u00e1ch h\u00e0ng. Due date \u0111\u01b0\u1ee3c h\u1ec7 th\u1ed1ng t\u1ef1 t\u1ea1o nh\u01b0ng qu\u1ea3n l\u00fd ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 Tuy ch\u1ec9nh trong SLA theo m\u1ee9c \u0111\u1ed9 \u01b0u ti\u00ean c\u1ee7a Ticket. N\u1ebfu agent gi\u1ea3i quy\u1ebft ch\u1eadm qua Due Date, h\u1ec7 th\u1ed1ng s\u1ebd t\u00ednh hi\u1ec7u su\u1ea5t c\u00f4ng vi\u1ec7c c\u1ee7a b\u1ea1n b\u1ecb gi\u1ea3m.<\/p>\n

Qu\u1ea3n l\u00fd Ticket tr\u00ean Masterskills<\/h2>\n

Masterskills c\u00f3 m\u1ed9t trang ri\u00eang li\u1ec7t k\u00ea t\u1ea5t c\u1ea3 c\u00e1c ticket gi\u00fap agents d\u1ec5 d\u00e0ng qu\u1ea3n l\u00fd \u0111\u01b0\u1ee3c t\u1ea5t c\u1ea3 c\u00f4ng vi\u1ec7c c\u1ea7n gi\u1ea3i quy\u1ebft c\u1ee7a m\u00ecnh. V\u00e0o m\u1ed7i \u0111\u1ea7u bu\u1ed5i l\u00e0m vi\u1ec7c, agents truy c\u1eadp tr\u1ea1ng ticket v\u00e0 ki\u1ec3m tra nh\u01b0ng ticket \u0111ang chu\u1ea9n b\u1ecb \u0111\u1ebfn h\u1ea1n.<\/p>\n

\"M\u00e0n<\/p>\n

M\u00e0n h\u00ecnh qu\u1ea3n l\u00fd Ticket<\/p>\n<\/div>\n

Trang Ticket s\u1ebd m\u1eb7c \u0111\u1ecbnh l\u1ecdc ra nh\u1eefng Ticket c\u00f3 tr\u1ea1ng th\u00e1i M\u1edf v\u00e0 c\u1ee7a agent \u0111\u00f3. Nh\u1eefng ticket \u0111\u00e3 qu\u00e1 h\u1ea1n ho\u1eb7c s\u1eafp h\u1ebft h\u1ea1n s\u1ebd \u0111\u1ee9ng tr\u01b0\u1edbc. B\u1ea1n c\u0169ng c\u00f3 th\u1ec3 l\u1ecdc ticket theo b\u1ed9 l\u1ecdc ho\u1eb7c xem to\u00e0n b\u1ed9 ticket c\u1ee7a c\u1ea3 nh\u00f3m.<\/p>\n

Khi v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u00e3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft, b\u1ea1n click v\u00e0o icon ticket trong h\u1ed9i tho\u1ea1i v\u00e0 c\u1eadp nh\u1eadt tr\u1ea1ng th\u00e1i Ticket. \u0110\u1eebng qu\u00ean b\u00e1o cho kh\u00e1ch h\u00e0ng l\u00e0 v\u1ea5n \u0111\u1ec1 \u0111\u00e3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft.<\/p>\n

Thi\u1ebft l\u1eadp n\u00e2ng cao<\/h2>\n

Masterskills ticket \u0111\u00e1p \u1ee9ng khi b\u1ea1n c\u1ea7n m\u1ed9t gi\u1ea3i ph\u00e1p tinh g\u1ecdn; ti\u1ebfp x\u00fac kh\u00e1ch h\u00e0ng nhi\u1ec1u k\u00eanh ho\u1eb7c m\u1ed9t c\u00f4ng c\u1ee5 chuy\u00ean nghi\u1ec7p to\u00e0n di\u1ec7n. V\u1edbi Business Hours (thi\u1ebft l\u1eadp th\u1eddi gian l\u00e0m vi\u1ec7c c\u1ee7a doanh nghi\u1ec7p) v\u00e0 SLA (service level agreement \u2013 Cam k\u1ebft th\u1eddi gian ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng) s\u1ebd gi\u00fap b\u1ea1n tri\u1ec3n khai d\u1ecbch v\u1ee5 Kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o.<\/p>\n

Business Hours: S\u1ebd gi\u00fap b\u1ea1n t\u00ednh to\u00e1n \u0111\u01b0\u1ee3c th\u1eddi gian doanh nghi\u1ec7p ho\u1ea1t \u0111\u1ed9ng, t\u1eeb \u0111\u00f3 h\u1ec7 th\u1ed1ng s\u1ebd \u0111\u01b0a ra \u0111\u01b0\u1ee3c Due Date x\u1eed l\u00fd ch\u00ednh x\u00e1c v\u00e0 lo\u1ea1i tr\u1eeb ng\u00e0y doanh nghi\u1ec7p ngh\u1ec9.<\/p>\n

SLA: V\u1edbi m\u1ed7i ticket c\u00f3 m\u1ee9c \u01b0u ti\u00ean kh\u00e1c nhau, th\u00ec cam k\u1ebft x\u1eed l\u00fd c\u0169ng kh\u00e1c nhau. T\u1eeb \u0111\u00f3 h\u1ec7 th\u1ed1ng s\u1ebd t\u00ednh to\u00e1n Due Date h\u1ee3p l\u00fd v\u00e0 gi\u00e1m s\u00e1t nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n th\u1ef1c hi\u1ec7n \u0111\u00fang cam k\u1ebft (SLA) hay kh\u00f4ng. V\u00ed d\u1ee5 doanh nghi\u1ec7p cam k\u1ebft v\u1edbi V\u1ea5n \u0111\u1ec1 Kh\u1ea9n, s\u1ebd gi\u1ea3i quy\u1ebft trong v\u00f2ng 8 ti\u1ebfng h\u00e0nh ch\u00ednh, h\u1ec7 th\u1ed1ng s\u1ebd t\u1ef1 \u0111\u1ed9ng t\u00ednh \u0111\u1ec3 ra \u0111\u01b0\u1ee3c Due Date. Khi agent x\u1eed l\u00fd kh\u00f4ng \u0111\u00fang h\u1ea1n, h\u1ec7 th\u1ed1ng s\u1ebd tr\u1eeb \u0111i\u1ec3m agent trong b\u00e1o c\u00e1o hi\u1ec7u su\u1ea5t c\u00f4ng vi\u1ec7c.<\/p>\n

\"Thi\u1ebft<\/p>\n

Thi\u1ebft l\u1eadp SLA tr\u00ean Masterskills Ticket<\/p>\n<\/div>\n

V\u1edbi Masterskills ticket, ch\u00fang t\u00f4i mong\u00a0 mu\u1ed1n doanh nghi\u1ec7p c\u00f3 th\u1ec3 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh t\u1ed1t h\u01a1n; ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c h\u1ee3p l\u00fd v\u00e0 ki\u1ec3m so\u00e1t \u0111\u01b0\u1ee3c t\u1ea5t c\u1ea3 c\u00e1c v\u1ea5n \u0111\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh.<\/p>\n

T\u00ecm hi\u1ec3u th\u00eam v\u1ec1 Masterskills Ticket.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Doanh nghi\u1ec7p c\u1ee7a b\u1ea1n t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng h\u00e0ng ng\u00e0y xoay quanh c\u00e1c ch\u1ee7 \u0111\u1ec1 nh\u01b0 Giao d\u1ecbch; h\u1ecfi \u2013 t\u01b0 v\u1ea5n; hay l\u00e0 nh\u1eefng ph\u00e0n n\u00e0n \u2026 C\u00f3 nh\u1eefng v\u1ea5n \u0111\u1ec1 s\u1ebd \u0111\u01b0\u1ee3c x\u1eed l\u00fd ngay l\u1eadp t\u1ee9c v\u00e0 \u0111em l\u1ea1i s\u1ef1 h\u00e0i l\u00f2ng cho kh\u00e1ch h\u00e0ng. Nh\u01b0ng c\u0169ng c\u00f3 c\u00f3 nh\u1eefng v\u1ea5n […]<\/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\/52568"}],"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=52568"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52568\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52568"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52568"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52568"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}