{"id":52646,"date":"2023-12-20T04:28:42","date_gmt":"2023-12-19T21:28:42","guid":{"rendered":"https:\/\/masterskills.org\/blog\/omni-channel-va-tac-dong-thay-doi-hanh-trinh-khach-hang.html"},"modified":"2023-12-20T04:28:42","modified_gmt":"2023-12-19T21:28:42","slug":"omni-channel-va-tac-dong-thay-doi-hanh-trinh-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/omni-channel-va-tac-dong-thay-doi-hanh-trinh-khach-hang.html","title":{"rendered":"Omni-channel v\u00e0 t\u00e1c \u0111\u1ed9ng thay \u0111\u1ed5i h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng"},"content":{"rendered":"
C\u00f4ng ngh\u1ec7 ti\u1ebfp t\u1ee5c thay \u0111\u1ed5i, c\u00e1c ho\u1ea1t \u0111\u1ed9ng kinh doanh v\u00e0 chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb c\u0169ng chuy\u1ec3n m\u00ecnh khi kh\u00f4ng l\u00e2u tr\u01b0\u1edbc \u0111\u00e2y, th\u01b0\u01a1ng hi\u1ec7u ch\u1ec9 c\u00f3 th\u1ec3 ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng th\u00f4ng qua email, \u0111i\u1ec7n tho\u1ea1i ho\u1eb7c g\u1eb7p tr\u1ef1c ti\u1ebfp.<\/p>\n

L\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng, b\u1ea1n c\u0169ng hi\u1ec3u r\u1eb1ng c\u00e1ch m\u00ecnh t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u m\u1ed7i ng\u00e0y ch\u1ee7 y\u1ebfu v\u1eabn qua c\u00e1c k\u00eanh s\u1ed1 nh\u01b0 email, m\u1ea1ng x\u00e3 h\u1ed9i hay website, r\u1ea5t \u00edt khi qua c\u00e1c k\u00eanh t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp. V\u1eady l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 m\u1ed9t nh\u00e0 ti\u1ebfp th\u1ecb c\u00f3 th\u1ec3 duy tr\u00ec \u0111\u01b0\u1ee3c c\u00e1ch ti\u1ebfp c\u1eadn nh\u1ea5t qu\u00e1n, v\u1edbi th\u00f4ng \u0111i\u1ec7p xuy\u00ean su\u1ed1t to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u2013 theo c\u1ea3 c\u00e1c k\u00eanh tr\u1ef1c ti\u1ebfp l\u1eabn gi\u00e1n ti\u1ebfp? C\u00e2u tr\u1ea3 l\u1eddi ch\u00ednh l\u00e0 Omni-channel.<\/p>\n

Trong b\u00e0i vi\u1ebft n\u00e0y, Masterskills s\u1ebd chia s\u1ebb c\u00f9ng b\u1ea1n nh\u1eefng hi\u1ec3u bi\u1ebft v\u1ec1 s\u1ef1 thay \u0111\u1ed5i c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng khi \u1ee9ng d\u1ee5ng Omni-channel, bao g\u1ed3m c\u1ea3 l\u00fd thuy\u1ebft v\u00e0 \u1ee9ng d\u1ee5ng \u0111\u1ec3 ng\u01b0\u1eddi \u0111\u1ecdc c\u00f3 th\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 vai tr\u00f2 c\u1ee7a ti\u1ebfp th\u1ecb \u0111a k\u00eanh.<\/p>\n

\"Omni-channel<\/p>\n

Omni-channel c\u00f3 th\u1ec3 thay \u0111\u1ed5i v\u00e0 s\u00e1ng t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

Omni-channel marketing v\u00e0 kh\u1ea3 n\u0103ng thay \u0111\u1ed5i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n

H\u00e3y t\u01b0\u1edfng t\u01b0\u1ee3ng vi\u1ec7c b\u1ea1n \u0111ang chu\u1ea9n b\u1ecb cho m\u1ed9t chuy\u1ebfn du l\u1ecbch t\u1edbi th\u00e0nh ph\u1ed1 bi\u1ec3n Nha Trang. M\u00e1y bay chu\u1ea9n b\u1ecb c\u1ea5t c\u00e1nh, b\u1ea1n \u0111ang h\u00e1o h\u1ee9c kh\u00e1m ph\u00e1 mi\u1ec1n \u0111\u1ea5t m\u1edbi, li\u1ec7u c\u00f3 ai mu\u1ed1n chuy\u1ebfn bay b\u1ecb tr\u00ec ho\u00e3n? Kh\u00e1ch h\u00e0ng c\u0169ng gi\u1ed1ng nh\u01b0 ch\u00fang ta, \u0111\u1ec1u mu\u1ed1n h\u00e0nh tr\u00ecnh c\u1ee7a m\u00ecnh \u0111\u01a1n gi\u1ea3n, d\u1ec5 d\u00e0ng \u0111i t\u1eeb \u0111i\u1ec3m A \u0111\u1ebfn \u0111i\u1ec3m B m\u00e0 kh\u00f4ng g\u1eb7p b\u1ea5t k\u1ef3 r\u00e0o c\u1ea3n, l\u1ed1p xe b\u1ecb x\u1eb9p ho\u1eb7c chuy\u1ebfn bay b\u1ecb l\u1ee1.<\/p>\n

C\u0169ng t\u01b0\u01a1ng t\u1ef1, c\u00e1c Th\u01b0\u1ee3ng \u0110\u1ebf ai c\u0169ng mu\u1ed1n h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng\/ giao d\u1ecbch mua \u0111\u01b0\u1ee3c c\u00e1c th\u01b0\u01a1ng hi\u1ec7u ph\u00e1t tri\u1ec3n t\u1ed1i \u01b0u v\u1edbi nhu c\u1ea7u, b\u1edbt r\u01b0\u1eddm r\u00e0 trong c\u00e1c c\u00f4ng \u0111o\u1ea1n. Theo th\u1ed1ng k\u00ea c\u1ee7a Simplicity Index, 64% ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u01b0\u1ee3c h\u1ecfi s\u1eb5n s\u00e0ng tr\u1ea3 nhi\u1ec1u ti\u1ec1n h\u01a1n cho nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u01a1n gi\u1ea3n, li\u1ec1n m\u1ea1ch h\u01a1n.<\/p>\n

C\u1ee5 th\u1ec3 h\u01a1n v\u1ec1 vai tr\u00f2 c\u1ee7a Omni-channel v\u1edbi s\u1ef1 thay \u0111\u1ed5i c\u1ee7a h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, h\u00e3y c\u00f9ng ph\u00e2n t\u00edch v\u00ed d\u1ee5 d\u01b0\u1edbi \u0111\u00e2y:<\/p>\n

B\u1ea1n \u0111ang l\u01b0\u1edbt Facebook v\u00e0 \u0111\u1ecdc \u0111\u01b0\u1ee3c m\u1eabu qu\u1ea3ng c\u00e1o c\u1ee7a h\u00e3ng \u0111i\u1ec7n t\u1eed n\u1ed5i ti\u1ebfng \u2013 gi\u1ea3m 30% cho m\u1ed9t s\u1ed1 m\u1eb7t h\u00e0ng. T\u1eeb qu\u1ea3ng c\u00e1o, b\u1ea1n click v\u00e0o li\u00ean k\u1ebft t\u1edbi Landing page li\u1ec7t k\u00ea t\u1ea5t c\u1ea3 c\u00e1c s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c gi\u1ea3m gi\u00e1 30%.<\/p>\n

Trong s\u1ed1 c\u00e1c m\u1eb7t h\u00e0ng \u0111ang gi\u1ea3m gi\u00e1, b\u1ea1n quy\u1ebft \u0111\u1ecbnh s\u1eafm cho m\u00ecnh m\u1ed9t d\u00e0n loa. T\u1edbi b\u01b0\u1edbc thanh to\u00e1n tr\u1ef1c tuy\u1ebfn cu\u1ed1i c\u00f9ng, thay v\u00ec \u0111\u1ee3i b\u00ean v\u1eadn chuy\u1ec3n giao h\u00e0ng, b\u1ea1n ch\u1ecdn nh\u1eadn loa t\u1ea1i c\u1eeda h\u00e0ng ngay t\u1ed1i h\u00f4m \u0111\u00f3. T\u1ed1i \u0111\u00f3 \u0111\u1ebfn c\u1eeda h\u00e0ng, b\u1ea1n \u0111i th\u1eb3ng \u0111\u1ebfn ki-\u1ed1t b\u00e1n h\u00e0ng \u2013 \u0111\u00e3 \u0111\u01b0\u1ee3c d\u00e1n nh\u00e3n r\u00f5 r\u00e0ng theo t\u1eebng khu v\u1ef1c, nh\u1eadp th\u00f4ng tin \u0111\u01a1n h\u00e0ng v\u00e0 ch\u1ec9 \u00edt ph\u00fat sau, nh\u00e2n vi\u00ean c\u1eeda h\u00e0ng nhanh ch\u00f3ng mang d\u00e0n loa trao t\u1eadn tay.<\/p>\n

Trong s\u1ed1 c\u00e1c k\u00eanh \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u1edf \u0111\u00e2y (m\u1ea1ng x\u00e3 h\u1ed9i, website c\u1ee7a c\u1eeda h\u00e0ng v\u00e0 c\u1eeda h\u00e0ng truy\u1ec1n th\u1ed1ng), to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng b\u1ecb gi\u00e1n \u0111o\u1ea1n hay ph\u1ea3i d\u1eebng l\u1ea1i v\u00ec s\u1ef1 thi\u1ebfu k\u1ebft n\u1ed1i gi\u1eefa c\u00e1c k\u00eanh. \u0110\u00e2y ch\u00ednh l\u00e0 m\u1ed9t trong nh\u1eefng v\u00ed d\u1ee5 c\u01a1 b\u1ea3n nh\u1ea5t c\u1ee7a vi\u1ec7c \u1ee9ng d\u1ee5ng Omni-channel \u0111\u1ec3 s\u00e1ng t\u1ea1o tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch khi d\u1eef li\u1ec7u, th\u00f4ng \u0111i\u1ec7p \u0111\u01b0\u1ee3c khai th\u00e1c \u0111\u1ec3 t\u1eadp trung cho m\u1ee5c ti\u00eau l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/p>\n

\"Omni<\/p>\n

Omni channel h\u01b0\u1edbng t\u1edbi m\u1ee5c ti\u00eau l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<\/p>\n<\/div>\n

5 l\u01b0u \u00fd quan tr\u1ecdng khi \u1ee9ng d\u1ee5ng Omni-channel<\/h2>\n

M\u1ed7i b\u01b0\u1edbc d\u01b0\u1edbi \u0111\u00e2y \u0111\u1ec1u r\u1ea5t quan tr\u1ecdng khi \u1ee9ng d\u1ee5ng Omni-channel. Tuy nhi\u00ean, t\u1ef1u chung l\u1ea1i s\u1ebd c\u00f3 m\u1ed9t m\u1ee5c ti\u00eau chung nh\u1ea5t \u0111\u00f3 ch\u00ednh l\u00e0 khai th\u00e1c d\u1eef li\u1ec7u \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o m\u1ee5c ti\u00eau gi\u00fap kh\u00e1ch h\u00e0ng \u0111\u1eb7c bi\u1ec7t h\u00e0i l\u00f2ng.<\/p>\n

\u0110\u1eb7t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00ean h\u00e0ng \u0111\u1ea7u<\/i><\/h3>\n

Tr\u01b0\u1edbc khi th\u1ef1c hi\u1ec7n c\u00e1c thay \u0111\u1ed5i, th\u01b0\u01a1ng hi\u1ec7u c\u1ea7n nh\u1ea5t qu\u00e1n t\u01b0 duy cam k\u1ebft \u0111em t\u1edbi nh\u1eefng g\u00ec t\u1ed1t nh\u1ea5t cho kh\u00e1ch h\u00e0ng, ch\u1ee9 kh\u00f4ng ph\u1ea3i h\u01b0\u1edbng t\u1edbi m\u1ee9c l\u1ee3i nhu\u1eadn cao nh\u1ea5t.<\/p>\n

Tuy nhi\u00ean, \u0111\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y, Omni-channel y\u00eau c\u1ea7u ph\u1ea3i ph\u00e1 v\u1ee1 r\u00e0o c\u1ea3n gi\u1eefa c\u00e1c ph\u00f2ng ban c\u0169ng nh\u01b0 hi\u1ec3u c\u1ee5 th\u1ec3 vai tr\u00f2 m\u1ecdi b\u1ed9 ph\u1eadn trong c\u00f4ng ty, t\u1eeb \u0111\u00f3 m\u1edbi c\u00f3 th\u1ec3 g\u1eafn k\u1ebft v\u00e0 x\u00e2y d\u1ef1ng m\u1ed9t h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p.<\/p>\n

B\u1eaft \u0111\u1ea7u b\u1eb1ng c\u00e1ch n\u00f3i chuy\u1ec7n v\u1edbi m\u1ecdi ng\u01b0\u1eddi, t\u1eeb qu\u1ea3n l\u00fd c\u1ea5p cao t\u1edbi nh\u1eefng ng\u01b0\u1eddi tr\u1ef1c ti\u1ebfp t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng, t\u00ecm hi\u1ec3u l\u00fd do \u0111\u1eb1ng sau t\u1eebng h\u00e0nh \u0111\u1ed9ng v\u00e0 gi\u00fap h\u1ecd hi\u1ec3u t\u1eebng h\u00e0nh \u0111\u1ed9ng \u0111\u00f3 \u0111\u00e3 t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o.<\/p>\n

B\u1eb1ng c\u00e1ch hi\u1ec3u \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u1ee7a \u0111\u1ed3ng nghi\u1ec7p, b\u1ea1n s\u1ebd h\u1ecdc c\u00e1ch v\u01b0\u1ee3t qua v\u00e0 g\u1eafn k\u1ebft c\u00e1c m\u1ee5c ti\u00eau n\u1ed9i b\u1ed9 theo h\u01b0\u1edbng ti\u1ebfp c\u1eadn \u0111a k\u00eanh. T\u1eeb \u0111\u00f3, thay v\u00ec c\u1ed1 g\u1eafng ho\u00e0n th\u00e0nh c\u00e1c m\u1ee5c ti\u00eau, t\u1eadp trung v\u00e0o th\u1ef1c t\u1ebf m\u1ecdi ng\u01b0\u1eddi \u0111ang h\u01b0\u1edbng t\u1edbi m\u1ee5c ti\u00eau \u0111\u00e1p \u1ee9ng c\u00e1c m\u1ee5c ti\u00eau kinh doanh b\u1eb1ng c\u00e1ch b\u00e1n h\u00e0ng v\u00e0 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u1ec3 b\u1ea1n h\u1ee3p t\u00e1c v\u00e0 s\u1eb5n s\u00e0ng \u0111\u00f3n nh\u1eadn \u0111\u1ec1 xu\u1ea5t t\u1eeb \u200b\u200bc\u00e1c b\u1ed9 ph\u1eadn kh\u00e1c.<\/p>\n

Ti\u1ebfp c\u1eadn d\u1ef1a tr\u00ean d\u1eef li\u1ec7u<\/i><\/h3>\n

Ti\u1ebfp th\u1ecb \u0111a k\u00eanh th\u00e0nh c\u00f4ng \u0111\u1ebfn t\u1eeb s\u1ef1 th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y, h\u00e3y b\u1eaft \u0111\u1ea7u t\u1eeb vi\u1ec7c khai th\u00e1c d\u1eef li\u1ec7u m\u00ecnh \u0111ang c\u00f3. T\u1ed5ng h\u1ee3p d\u1eef li\u1ec7u theo nhi\u1ec1u v\u1ecb tr\u00ed\/ k\u00eanh, nh\u01b0 h\u1ed3 s\u01a1 ng\u01b0\u1eddi d\u00f9ng, h\u00e0nh vi t\u00ecm ki\u1ebfm tr\u1ef1c tuy\u1ebfn v\u00e0 CRM\u2026t\u1ea1i m\u1ed9t v\u1ecb tr\u00ed, sau \u0111\u00f3, s\u1eed d\u1ee5ng d\u1eef li\u1ec7u \u0111\u1ec3 d\u1ef1 \u0111o\u00e1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 h\u1ea1n ch\u1ebf t\u1ef7 l\u1ec7 b\u1ecf gi\u1ecf h\u00e0ng.<\/p>\n

\"v\u1ebd<\/p>\n

L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u1ec3 s\u00e1ng t\u1ea1o tr\u1ea3i nghi\u1ec7m<\/p>\n<\/div>\n

Ph\u00e2n nh\u00f3m v\u00e0 l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/i><\/h3>\n

Sau khi t\u1ed5ng h\u1ee3p d\u1eef li\u1ec7u v\u00e0 kh\u00e1m ph\u00e1 nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u1ec1 kh\u00e1ch h\u00e0ng, \u0111\u00e3 \u0111\u1ebfn l\u00fac ph\u00e2n nh\u00f3m c\u0169ng nh\u01b0 hi\u1ec3u s\u00e2u h\u01a1n nguy\u00ean nh\u00e2n nh\u1eefng h\u00e0nh \u0111\u1ed9ng h\u1ecd \u0111ang l\u00e0m, gi\u1ea3 s\u1eed:<\/p>\n

    \n
  • \u0110\u1ed1i t\u01b0\u1ee3ng n\u00e0o th\u01b0\u1eddng b\u1ecf gi\u1ecf h\u00e0ng v\u00e0 t\u1ea1i sao?<\/li>\n
  • Nh\u00f3m n\u00e0o trung th\u00e0nh nh\u1ea5t? C\u00f3 s\u1ef1 t\u01b0\u01a1ng \u0111\u1ed3ng n\u00e0o trong nh\u00e2n kh\u1ea9u h\u1ecdc c\u1ee7a h\u1ecd?<\/li>\n
  • M\u00f4 h\u00ecnh\/ \u0111i\u1ec3m chung c\u1ee7a nh\u1eefng kh\u00e1ch h\u00e0ng th\u01b0\u1eddng gia h\u1ea1n?<\/li>\n<\/ul>\n

    Ngay c\u1ea3 m\u1ed9t c\u00f4ng ty nh\u1ecf c\u0169ng c\u00f3 th\u1ec3 ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng. Ch\u1eb3ng h\u1ea1n, d\u1ef1a v\u00e0o t\u1ea7n su\u1ea5t mua h\u00e0ng: Kh\u00e1ch h\u00e0ng c\u00f3 th\u01b0\u1eddng xuy\u00ean mua h\u00e0ng hay kh\u00f4ng? Theo m\u1ed9t l\u1ea7n\/ th\u00e1ng hay m\u1ed9t l\u1ea7n\/ n\u0103m? Khi \u0111\u00e3 c\u00f3 th\u00f4ng tin, h\u00e3y ho\u00e0n thi\u1ec7n chi\u1ebfn l\u01b0\u1ee3c \u201cnu\u00f4i\u201d b\u1eb1ng m\u1ed9t th\u00f4ng \u0111i\u1ec7p t\u1eadp trung, ph\u00f9 h\u1ee3p v\u1edbi c\u00e1ch th\u1ee9c mua h\u00e0ng c\u1ee7a h\u1ecd.<\/p>\n

    \u0110\u1ed3ng th\u1eddi, khi nh\u00ecn v\u00e0o h\u00e0nh tr\u00ecnh c\u1ee7a ng\u01b0\u1eddi mua, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i hi\u1ec3u kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng \u1edf \u0111\u00e2u trong c\u00e1c k\u00eanh ti\u1ebfp th\u1ecb. T\u1eadp trung v\u00e0o m\u1ed9t b\u1ee9c tranh to\u00e0n c\u1ea3nh \u0111\u1ec3 khi h\u1ecd \u1edf \u0111\u1ea7u k\u00eanh, b\u1ea1n c\u00f3 th\u1ec3 g\u1eedi th\u00eam th\u00f4ng \u0111i\u1ec7p cho h\u1ecd gi\u1eefa c\u00e1c k\u00eanh. \u0110\u1ed3ng th\u1eddi, chi\u1ebfn l\u01b0\u1ee3c h\u01b0\u1edbng t\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00e3 b\u1ecf gi\u1ecf l\u00e0 m\u1ed9t c\u01a1 h\u1ed9i tuy\u1ec7t v\u1eddi \u0111\u1ec3 th\u00fac \u0111\u1ea9y ti\u1ebfp th\u1ecb \u0111a k\u00eanh trong giai \u0111o\u1ea1n cu\u1ed1i tr\u01b0\u1edbc khi mua.<\/p>\n

    Khi kh\u00e1ch h\u00e0ng c\u1ea7n \u0111\u01b0\u1ee3c gi\u00fap \u0111\u1ee1, h\u00e3y \u0111\u01b0a ra c\u00e1c l\u1ef1a ch\u1ecdn ti\u1ec7n d\u1ee5ng<\/i><\/h3>\n

    H\u00e3y t\u01b0\u1edfng t\u01b0\u1ee3ng b\u1ea1n l\u00e0 th\u00e0nh vi\u00ean c\u1ee7a m\u1ed9t ph\u00f2ng gym v\u00e0 b\u1ea1n \u0111ang l\u01b0\u1edbt web \u0111\u1ec3 xem l\u1ecbch t\u1eadp c\u1ee7a l\u1edbp th\u00e1ng n\u00e0y. Khi \u0111ang xem l\u1ecbch t\u1eadp, m\u1ed9t popup b\u1eadt l\u00ean h\u1ecfi b\u1ea1n c\u00f3 mu\u1ed1n \u0111\u0103ng k\u00fd d\u00f9ng th\u1eed m\u1ed9t tu\u1ea7n kh\u00f4ng? \u0110\u00e3 l\u00e0 th\u00e0nh vi\u00ean c\u1ee7a ph\u00f2ng gym, th\u00f4ng \u0111i\u1ec7p \u0111\u00f3 kh\u00f4ng ch\u1ec9 kh\u00f4ng c\u1ea7n thi\u1ebft m\u00e0 c\u00f2n g\u00e2y phi\u1ec1n to\u00e1i v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

    H\u1ec7 th\u1ed1ng h\u1ed7 tr\u1ee3 b\u1eb1ng gi\u1ecdng n\u00f3i gi\u1ecdng n\u00f3i t\u1ef1 \u0111\u1ed9ng bu\u1ed9c kh\u00e1ch h\u00e0ng ph\u1ea3i t\u01b0\u01a1ng t\u00e1c v\u1edbi gi\u1ecdng n\u00f3i c\u1ee7a robot \u0111\u00e3 kh\u00f4ng c\u00f2n h\u1eefu \u00edch l\u1ea1i \u0111\u1eb7c bi\u1ec7t c\u00f3 v\u1ea5n \u0111\u1ec1 khi \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p v\u1edbi c\u00e1c n\u1ed7 l\u1ef1c \u0111a k\u00eanh c\u1ee7a doanh nghi\u1ec7p. Khi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 ph\u00e1t tri\u1ec3n k\u00e9o theo \u0111\u00f3 c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng c\u1ea7n ph\u1ea3i gi\u1ea3i quy\u1ebft c\u0169ng nhi\u1ec1u th\u00eam. N\u1ebfu h\u1ec7 th\u1ed1ng t\u1ef1 \u0111\u1ed9ng c\u1ee7a b\u1ea1n kh\u00f4ng \u0111\u01b0a ra \u0111\u01b0\u1ee3c t\u00f9y ch\u1ecdn \u0111\u1ec3 tr\u1ee3 gi\u00fap v\u1ec1 v\u1ea5n \u0111\u1ec1 \u0111\u00f3 c\u0169ng nh\u01b0 gi\u1ea3i ph\u00e1p h\u1eefu \u00edch th\u00ec ch\u1eb3ng c\u00f3 l\u00fd do n\u00e0o khi\u1ebfn kh\u00e1ch h\u00e0ng ph\u1ea3i \u1edf l\u1ea1i v\u1edbi b\u1ea1n.<\/p>\n

    M\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Zendesk cho th\u1ea5y 50% kh\u00e1ch h\u00e0ng mu\u1ed1n c\u00f3 th\u1ec3 t\u1ef1 kh\u1eafc ph\u1ee5c v\u1ea5n \u0111\u1ec1 c\u1ee7a ch\u00ednh h\u1ecd. Nhi\u1ec1u kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111ang t\u00ecm ki\u1ebfm s\u1ef1 h\u1ed7 tr\u1ee3 qua m\u1ea1ng x\u00e3 h\u1ed9i. \u0110\u1ec3 ph\u00e1t tri\u1ec3n tr\u1ea3i nghi\u1ec7m Omni-channel hi\u1ec7u qu\u1ea3, b\u1ea1n n\u00ean t\u00edch h\u1ee3p m\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 live chat \u0111\u1ec3 kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng li\u00ean h\u1ec7 v\u1edbi b\u1ea1n tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh v\u00e0 nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 tr\u1ee3 gi\u00fap ngay khi h\u1ecd c\u1ea7n, \u0111em \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 hi\u1ec7u qu\u1ea3!<\/p>\n

    Th\u1eed nghi\u1ec7m v\u00e0 \u0111i\u1ec1u ch\u1ec9nh sao cho qu\u00e1 tr\u00ecnh thanh to\u00e1n li\u1ec1n m\u1ea1ch nh\u1ea5t <\/i><\/h3>\n

    Khi kh\u00e1ch h\u00e0ng \u0111\u00e3 di chuy\u1ec3n t\u1edbi b\u01b0\u1edbc thanh to\u00e1n, \u0111\u1eebng c\u1ea3n \u0111\u01b0\u1eddng h\u1ecd. \u0110\u00e2y l\u00e0 v\u1ea5n \u0111\u1ec1 th\u01b0\u1eddng g\u1eb7p c\u1ee7a c\u00e1c doanh nghi\u1ec7p B2C \u0111ang t\u00edch h\u1ee3p mua h\u00e0ng tr\u1ef1c tuy\u1ebfn v\u1edbi nh\u1eadn h\u00e0ng t\u1ea1i c\u1eeda h\u00e0ng.<\/p>\n

    Khi mua tr\u1ef1c tuy\u1ebfn v\u00e0 ch\u1ecdn l\u1ea5y h\u00e0ng t\u1ea1i c\u1eeda h\u00e0ng th\u00f4ng th\u01b0\u1eddng l\u00e0 kh\u00e1ch h\u00e0ng \u0111ang kh\u00e1 v\u1ed9i, kh\u00f4ng c\u00f3 th\u1eddi gian \u0111\u1ec3 ra c\u1eeda h\u00e0ng ch\u1ecdn \u0111\u1ed3 v\u00e0 x\u1ebfp h\u00e0ng ch\u1edd thanh to\u00e1n.<\/p>\n

    \u0110\u00e1ng bu\u1ed3n thay, t\u00ecnh hu\u1ed1ng kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd \u0111\u1ee3i t\u1ea1i c\u1ee7a h\u00e0ng l\u1ea1i kh\u00e1 ph\u1ed5 bi\u1ebfn. Ngay c\u1ea3 khi th\u01b0\u01a1ng hi\u1ec7u kh\u1eb3ng \u0111\u1ecbnh r\u1eb1ng giao d\u1ecbch s\u1ebd \u0111\u01b0\u1ee3c ho\u00e0n th\u00e0nh ch\u1ec9 sau 2 gi\u1edd, r\u1ea5t nhi\u1ec1u kh\u00e1ch h\u00e0ng v\u1eabn ph\u1ea3i \u0111\u1ebfn v\u00e0 \u0111\u1ee3i, \u0111\u1ee3i l\u00e2u h\u01a1n n\u1eefa m\u1edbi \u0111\u01b0\u1ee3c thanh to\u00e1n. Khi \u0111\u00f3, \u0111\u1eb7t h\u00e0ng tr\u1ef1c tuy\u1ebfn v\u00e0 nh\u1eadn tr\u1ef1c ti\u1ebfp t\u1ea1i c\u1eeda h\u00e0ng th\u1ef1c t\u1ebf \u0111\u00e3 l\u1ea5y c\u1ee7a kh\u00e1ch h\u00e0ng nhi\u1ec1u th\u1eddi gian h\u01a1n n\u1ebfu h\u1ecd l\u1ef1a ch\u1ecdn mua ngay t\u1ea1i c\u1eeda h\u00e0ng.<\/p>\n

    V\u00ec l\u1ebd \u0111\u00f3, vi\u1ec7c l\u1ef1a ch\u1ecdn gi\u1ea3i ph\u00e1p thanh to\u00e1n ph\u00f9 h\u1ee3p \u0111\u1ec3 lo\u1ea1i b\u1ecf y\u1ebfu \u0111i\u1ec3m n\u00e0y l\u00e0 m\u1ed9t \u0111i\u1ec1u nh\u1eefng th\u01b0\u01a1ng hi\u1ec7u l\u1edbn c\u1ea7n \u0111\u1eb7c bi\u1ec7t l\u01b0u \u00fd.<\/p>\n

    N\u1ebfu c\u00e1c b\u1ed9 ph\u1eadn c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u l\u00e0m vi\u1ec7c \u0111\u1ed9c l\u1eadp v\u1edbi nhau th\u00ec ch\u1eafc ch\u1eafn s\u1ebd c\u00f3 m\u1ed9t s\u1ed1 v\u1ea5n \u0111\u1ec1 x\u1ea3y ra v\u1edbi th\u00f4ng \u0111i\u1ec7p thi\u1ebfu nh\u1ea5t qu\u00e1n v\u00e0 gi\u1ea3i ph\u00e1p cho v\u1ea5n \u0111\u1ec1 n\u00e0y ch\u00ednh l\u00e0 Ti\u1ebfp th\u1ecb \u0111a k\u00eanh Omni-channel.<\/p>\n

    T\u1ea7m quan tr\u1ecdng c\u1ee7a Omnichannel \u0111\u01b0\u1ee3c hi\u1ec3u r\u1eb1ng, kh\u00e1ch h\u00e0ng kh\u00f4ng \u0111\u00e1nh gi\u00e1 th\u01b0\u01a1ng hi\u1ec7u theo t\u1eebng k\u00eanh \u0111\u1ed9c l\u1eadp m\u00e0 theo tr\u1ea3i nghi\u1ec7m h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c tr\u00ean to\u00e0n h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. Ch\u1ec9 c\u1ea7n m\u1ed9t \u201c\u0111\u1ea1i s\u1ee9 th\u01b0\u01a1ng hi\u1ec7u\u201d mang l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ti\u00eau c\u1ef1c, \u00fd ngh\u0129 \u0111\u00f3 s\u1ebd t\u00e1c \u0111\u1ed9ng t\u1edbi to\u00e0n h\u00e0nh tr\u00ecnh c\u00f2n l\u1ea1i c\u1ee7a c\u00e1c th\u01b0\u1ee3ng \u0111\u1ebf.<\/p>\n

    Omnichannel c\u00f3 m\u1eb7t trong su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a ng\u01b0\u1eddi mua \u2013 v\u1edbi c\u1ea3 kh\u00e1ch h\u00e0ng v\u00e0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng. \u0110\u00e2y l\u00e0 m\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn c\u1ea7n \u0111\u1ea7u t\u01b0 th\u1eddi gian v\u00e0 t\u01b0 duy chi\u1ebfn l\u01b0\u1ee3c h\u01a1n, nh\u01b0ng k\u1ebft qu\u1ea3 b\u1ea1n nh\u1eadn \u0111\u01b0\u1ee3c v\u1edbi l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1edbi v\u00e0 gia t\u0103ng gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i ch\u1eafc ch\u1eafn s\u1ebd x\u1ee9ng \u0111\u00e1ng \u0111\u1ec3 \u0111\u1ea7u t\u01b0.<\/p>\n

    Theo learn.g2crowd.com<\/i><\/p>\n

    B\u00e0i li\u00ean quan:<\/em><\/p>\n

      \n
    • V\u1ebd b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m<\/em><\/li>\n
    • V\u00ed d\u1ee5 v\u1ec1 \u1ee9ng d\u1ee5ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      L\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng, b\u1ea1n c\u0169ng hi\u1ec3u r\u1eb1ng c\u00e1ch m\u00ecnh t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u m\u1ed7i ng\u00e0y ch\u1ee7 y\u1ebfu v\u1eabn qua c\u00e1c k\u00eanh s\u1ed1 nh\u01b0 email, m\u1ea1ng x\u00e3 h\u1ed9i hay website, r\u1ea5t \u00edt khi qua c\u00e1c k\u00eanh t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp. V\u1eady l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 m\u1ed9t nh\u00e0 ti\u1ebfp th\u1ecb c\u00f3 th\u1ec3 duy tr\u00ec \u0111\u01b0\u1ee3c c\u00e1ch ti\u1ebfp c\u1eadn nh\u1ea5t qu\u00e1n, v\u1edbi th\u00f4ng \u0111i\u1ec7p xuy\u00ean su\u1ed1t to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u2013 theo c\u1ea3 c\u00e1c k\u00eanh tr\u1ef1c ti\u1ebfp l\u1eabn gi\u00e1n ti\u1ebfp? C\u00e2u tr\u1ea3 l\u1eddi ch\u00ednh l\u00e0 Omni-channel.<\/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\/52646"}],"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=52646"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52646\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52646"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52646"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52646"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}