{"id":52653,"date":"2023-12-20T04:30:59","date_gmt":"2023-12-19T21:30:59","guid":{"rendered":"https:\/\/masterskills.org\/blog\/khach-hang-khong-thich-tong-dai-nguyen-nhan-va-giai-phap.html"},"modified":"2023-12-20T10:00:17","modified_gmt":"2023-12-20T03:00:17","slug":"khach-hang-khong-thich-tong-dai-nguyen-nhan-va-giai-phap","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/khach-hang-khong-thich-tong-dai-nguyen-nhan-va-giai-phap.html","title":{"rendered":"Kh\u00e1ch h\u00e0ng kh\u00f4ng th\u00edch T\u1ed5ng \u0111\u00e0i \u2013 nguy\u00ean nh\u00e2n v\u00e0 gi\u1ea3i ph\u00e1p"},"content":{"rendered":"
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\u0110\u1ec3 c\u00f3 th\u1ec3 h\u1ed7 tr\u1ee3, gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng ngay l\u1eadp t\u1ee9c c\u0169ng nh\u01b0 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, c\u00e1c c\u00f4ng ty \u0111\u00e3 b\u1ed5 sung nh\u00e2n s\u1ef1 cho T\u1ed5ng \u0111\u00e0i h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng v\u00e0 m\u1edf th\u00eam c\u00e1c \u0111\u01b0\u1eddng d\u00e2y n\u00f3ng h\u1ed7 tr\u1ee3 24\/7.<\/p>\n

Tuy nhi\u00ean, m\u1ed9t kh\u1ea3o s\u00e1t g\u1ea7n \u0111\u00e2y cho th\u1ea5y 25% kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng k\u1ebft th\u00fac cu\u1ed9c g\u1ecdi b\u1edfi h\u1ecd \u0111\u00e3 qu\u00e1 m\u1ec7t m\u1ecfi khi b\u1ecb b\u1eaft ph\u1ea3i ch\u1edd \u0111\u1ee3i hay \u00e9p ph\u1ea3i nghe nh\u1eefng c\u00e2u tho\u1ea1i v\u00f4 h\u1ed3n \u0111\u01b0\u1ee3c ghi \u00e2m s\u1eb5n; 60% kh\u00e1ch h\u00e0ng gh\u00e9t ph\u1ea3i ch\u1edd \u0111\u1ee3i l\u00e2u h\u01a1n m\u1ed9t ph\u00fat. Nh\u01b0 th\u1ebf, li\u1ec7u T\u1ed5ng \u0111\u00e0i\/ Hotline \u0111\u00e3 th\u1ef1c s\u1ef1 ph\u00e1t huy \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3?<\/p>\n

H\u00e3y c\u00f9ng Masterskills m\u1ed5 x\u1ebb l\u00fd do v\u00ec sao kh\u00e1ch h\u00e0ng cho r\u1eb1ng T\u1ed5ng \u0111\u00e0i\/ Hotline l\u1ea1i \u0111\u01b0\u1ee3c cho l\u00e0 l\u1ef1a ch\u1ecdn cu\u1ed1i c\u00f9ng c\u1ee7a kh\u00e1ch h\u00e0ng khi c\u1ea7n h\u1ed7 tr\u1ee3. \u0110\u1ed3ng th\u1eddi, t\u00ecm hi\u1ec3u th\u00eam nh\u1eefng gi\u1ea3i ph\u00e1p nh\u1eb1m thay \u0111\u1ed5i c\u00e1ch th\u1ee9c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng truy\u1ec1n th\u1ed1ng \u0111ang v\u1eadn h\u00e0nh, gi\u00fap th\u01b0\u01a1ng hi\u1ec7u n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/p>\n

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\"Th\u1eddi<\/p>\n

Th\u1eddi gian ch\u1edd trung b\u00ecnh t\u1edbi 11 ph\u00fat ch\u00ednh l\u00e0 l\u00fd do kh\u00e1ch h\u00e0ng kh\u00f4ng ng\u1ea7n ng\u1ea1i r\u1eddi \u0111i<\/p>\n<\/div>\n

T\u1ea1i sao kh\u00e1ch h\u00e0ng kh\u00f3 ch\u1ecbu v\u1edbi t\u1ed5ng \u0111\u00e0i h\u1ed7 tr\u1ee3?<\/h2>\n

Theo th\u1ed1ng k\u00ea, nh\u1eefng l\u00fd do d\u01b0\u1edbi \u0111\u00e2y s\u1ebd khi\u1ebfn kh\u00e1ch h\u00e0ng \u201cm\u1ed9t \u0111i kh\u00f4ng tr\u1edf l\u1ea1i\u201d v\u00e0 \u0111\u1eb7c bi\u1ec7t ng\u1ea1i li\u00ean h\u1ec7 v\u1edbi c\u00e1c trung t\u00e2m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng:<\/p>\n

1. Th\u1eddi gian ch\u1edd qu\u00e1 l\u00e2u<\/span><\/strong><\/h3>\n

Kh\u00e1ch h\u00e0ng khi li\u00ean h\u1ec7 v\u1edbi t\u1ed5ng \u0111\u00e0i h\u1ed7 tr\u1ee3 ai c\u0169ng mu\u1ed1n v\u1ea5n \u0111\u1ec1 c\u1ee7a m\u00ecnh \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft nhanh ch\u00f3ng. \u0110i\u1ec1u kh\u00e1ch h\u00e0ng k\u1ef3 v\u1ecdng ch\u1eafc ch\u1eafn kh\u00f4ng ph\u1ea3i l\u00e0 th\u1eddi gian ch\u1edd t\u1edbi 11 ph\u00fat nh\u01b0ng kh\u00f4ng nh\u1eadn \u0111\u01b0\u1ee3c b\u1ea5t k\u1ef3 c\u00e2u tr\u1ea3 l\u1eddi n\u00e0o. Theo kh\u1ea3o s\u00e1t c\u1ee7a Invoca, 53% kh\u00e1ch h\u00e0ng s\u1ebd ch\u1ec9 \u0111\u1ed3ng \u00fd ch\u1edd l\u00e2u nh\u1ea5t 5 ph\u00fat ho\u1eb7c \u00edt h\u01a1n, \u0111i\u1ec1u n\u00e0y cho th\u1ea5y th\u01b0\u01a1ng hi\u1ec7u r\u1ea5t d\u1ec5 \u201c\u0111u\u1ed5i kh\u00e1ch h\u00e0ng \u0111i\u201d n\u1ebfu b\u1eaft c\u00e1c Th\u01b0\u1ee3ng \u0110\u1ebf ph\u1ea3i ch\u1edd qu\u00e1 l\u00e2u.<\/p>\n

2. Tr\u1edf th\u00e0nh qu\u1ea3 b\u00f3ng b\u1ea5t \u0111\u1eafc d\u0129, b\u1ecb \u0111\u00e1 qua l\u1ea1i gi\u1eefa c\u00e1c agent<\/h3>\n

\u0110\u1ec3 kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd l\u00e2u, kh\u00f3 ti\u1ebfp c\u1eadn \u0111\u00e3 l\u00e0 m\u1ed9t \u0111i\u1ec1u t\u1ed1i k\u1ef5 c\u1ee7a ngh\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng nh\u01b0ng b\u1ecb chuy\u1ec3n qua chuy\u1ec3n l\u1ea1i gi\u1eefa c\u00e1c agent th\u1eadm ch\u00ed c\u00f2n khi\u1ebfn kh\u00e1ch h\u00e0ng kh\u00f3 ch\u1ecbu h\u01a1n. \u0110\u1eb7c bi\u1ec7t l\u00e0 trong qu\u00e1 tr\u00ecnh b\u1ecb \u201c\u0111\u00e1 qua \u0111\u00e1 l\u1ea1i\u201d kh\u00e1ch h\u00e0ng c\u00f2n ph\u1ea3i l\u1eb7p l\u1ea1i th\u00f4ng tin nh\u01b0 m\u1ed9t c\u00e1i m\u00e1y th\u00ec ch\u1eafc ch\u1eafn ch\u1eb3ng kh\u00f4ng ai c\u00f3 th\u1ec3 ch\u1ecbu \u0111\u1ef1ng \u0111\u01b0\u1ee3c.<\/p>\n

3. Ph\u1ea3i n\u00f3i chuy\u1ec7n v\u1edbi m\u1ed9t agent thi\u1ebfu ki\u1ebfn th\u1ee9c<\/h3>\n

Gi\u1ea3 s\u1eed vi\u1ec7c vi\u1ec7c ph\u1ea3i ch\u1edd \u0111\u1ee3i l\u00e2u v\u00e0 b\u1ecb chuy\u1ec3n qua l\u1ea1i ch\u01b0a th\u1ef1c s\u1ef1 khi\u1ebfn kh\u00e1ch h\u00e0ng n\u1ed5i n\u00f3ng nh\u01b0ng sau \u0111\u00f3 l\u1ea1i ph\u1ea3i n\u00f3i chuy\u1ec7n v\u1edbi m\u1ed9t agent thi\u1ebfu ki\u1ebfn th\u1ee9c, hay v\u00f2ng vo, kh\u00f4ng \u0111\u01b0a ra \u0111\u01b0\u1ee3c gi\u1ea3i ph\u00e1p n\u00e0o c\u1ee5 th\u1ec3 th\u1ef1c s\u1ef1 s\u1ebd khi\u1ebfn kh\u00e1ch h\u00e0ng th\u1ea5t v\u1ecdng v\u00e0 kh\u00f4ng ng\u1ea7n ng\u1ea1i ch\u1ecdn th\u01b0\u01a1ng hi\u1ec7u kh\u00e1c cho l\u1ea7n t\u1edbi.<\/p>\n

4. Nh\u1ea1c ch\u1edd kh\u00f3 ch\u1ecbu<\/h3>\n

M\u1ed9t trong nh\u1eefng l\u00fd do n\u1eefa khi\u1ebfn kh\u00e1ch h\u00e0ng gh\u00e9t ph\u1ea3i li\u00ean h\u1ec7 v\u1edbi Hotline d\u1ecbch v\u1ee5 c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 l\u00e0 nh\u1ea1c ch\u1edd l\u1eb7p \u0111i l\u1eb7p l\u1ea1i khi\u1ebfn h\u1ecd lo l\u1eafng. Nh\u1ea1c ch\u1edd ch\u00f3i tai, l\u1eb7p \u0111i l\u1eb7p l\u1ea1i k\u1ebft h\u1ee3p v\u1edbi th\u1eddi gian ch\u1edd \u0111\u1ee3i l\u00e2u c\u00f3 th\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng n\u1ed5i c\u00e1u tr\u01b0\u1edbc khi li\u00ean h\u1ec7 \u0111\u01b0\u1ee3c v\u1edbi nh\u00f3m h\u1ed7 tr\u1ee3.<\/p>\n

V\u1eady \u0111\u00e2u l\u00e0 gi\u1ea3i ph\u00e1p \u0111\u1ec3 kh\u00e1ch h\u00e0ng th\u00f4i kh\u00f3 ch\u1ecbu?<\/h2>\n

C\u00e1ch r\u00f5 r\u00e0ng v\u00e0 tri\u1ec7t \u0111\u1ec3 nh\u1ea5t \u0111\u1ec3 kh\u1eafc ph\u1ee5c nh\u1eefng s\u1ef1 c\u1ed1 \u1edf tr\u00ean c\u1ee7a Hotline ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 b\u1ed5 sung c\u00e1c t\u00f9y ch\u1ecdn kh\u00e1c \u0111\u1ec3 kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng li\u00ean h\u1ec7. B\u1edfi, c\u00e1c v\u1ea5n \u0111\u1ec1 tr\u00ean ch\u1eafc ch\u1eafn \u0111\u00e3 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 cho th\u1ea5y m\u1ee9c \u0111\u1ed9 thi\u1ebfu t\u01b0\u01a1ng t\u00e1c c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u. Ch\u00fang ta h\u00e3y c\u00f9ng xem x\u00e9t t\u00ednh hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 kh\u00e1c t\u1eeb hai kh\u00eda c\u1ea1nh tr\u00ean xem sao nh\u00e9!<\/p>\n

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\"C\u00f4ng<\/p>\n

C\u00f4ng c\u1ee5 t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng Masterskills \u2013 l\u1ef1a ch\u1ecdn all-in-one gi\u00fap kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng<\/p>\n<\/div>\n

Live chat<\/h3>\n

Theo kh\u1ea3o s\u00e1t c\u1ee7a Forrester, t\u1ef7 l\u1ec7 ng\u01b0\u1eddi d\u00f9ng live chat m\u1ed7i n\u0103m t\u0103ng t\u1edbi 10% (m\u1ee9c t\u0103ng l\u1edbn nh\u1ea5t trong c\u00e1c k\u00eanh h\u1ed7 tr\u1ee3) v\u00e0 xu h\u01b0\u1edbng ti\u1ebfp t\u1ee5c t\u0103ng l\u00e0 \u0111i\u1ec1u kh\u00f4ng th\u1ec3 ph\u1ee7 nh\u1eadn. H\u01a1n n\u1eefa, kh\u1ea3o s\u00e1t v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng v\u1edbi live chat c\u0169ng \u0111\u1eb7c bi\u1ec7t cao so v\u1edbi t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh h\u1ed7 tr\u1ee3 kh\u00e1c.<\/p>\n

Tr\u00ean th\u1ef1c t\u1ebf, h\u01a1n 90% kh\u00e1ch h\u00e0ng chia s\u1ebb h\u1ecd h\u00e0i l\u00f2ng h\u01a1n khi s\u1eed d\u1ee5ng live chat n\u1ebfu so v\u1edbi c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n h\u1ed7 tr\u1ee3 nh\u01b0 \u0111i\u1ec7n tho\u1ea1i, email v\u00e0 m\u1ea1ng x\u00e3 h\u1ed9i, l\u00fd do l\u00e0 b\u1edfi:<\/p>\n

a. Nh\u1edd t\u00ednh t\u01b0\u01a1ng t\u00e1c cao, cho ph\u00e9p h\u1ed7 tr\u1ee3 tr\u1ef1c ti\u1ebfp, Live chat ch\u00ednh l\u00e0 l\u1ef1a ch\u1ecdn gi\u1ea3i quy\u1ebft nhanh ch\u00f3ng c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u1edd \u0111\u00f3, k\u1ebft n\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u qua Live chat, kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng, \u0111\u1ea7y \u0111\u1ee7, duy tr\u00ec li\u00ean l\u1ea1c v\u1edbi agent theo th\u1eddi gian th\u1ef1c m\u00e0 c\u00f2n \u0111\u01b0\u1ee3c c\u1eadp nh\u1eadt th\u01b0\u1eddng xuy\u00ean v\u1ec1 gi\u1ea3i ph\u00e1p cho v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd.<\/p>\n

b. Ngo\u00e0i ra, m\u1ed9t cu\u1ed9c tr\u00f2 chuy\u1ec7n kh\u00f4ng c\u1ea7n ph\u1ea3i ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u hay n\u1ed7 l\u1ef1c qu\u00e1 m\u1ee9c m\u1edbi g\u1eb7p \u0111\u01b0\u1ee3c nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3; kh\u00f4ng c\u00f3 s\u1ef1 chuy\u1ec3n ti\u1ebfp gi\u1eefa c\u00e1c ph\u00f2ng ban hay tr\u1ea3 l\u1eddi chung chung v\u1edbi nh\u1eefng gi\u1ea3i ph\u00e1p thi\u1ebfu hi\u1ec7u qu\u1ea3 s\u1ebd t\u1ea1o s\u1ef1 tho\u1ea3i m\u00e1i v\u1ec1 t\u00e2m l\u00fd cho kh\u00e1ch h\u00e0ng.<\/p>\n

Tuy nhi\u00ean, kh\u1ea3 n\u0103ng t\u01b0\u01a1ng t\u00e1c cao c\u0169ng \u0111\u1ed3ng th\u1eddi d\u1eabn t\u1edbi k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 th\u1eddi gian ph\u1ea3n h\u1ed3i nhanh h\u01a1n, v\u1edbi th\u1ed1ng k\u00ea v\u1ec1 th\u1eddi gian ch\u1edd trung b\u00ecnh l\u00e0 45 gi\u00e2y. Do \u0111\u00f3, \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng, m\u1ed9t \u0111\u1ed9i h\u1ed7 tr\u1ee3 l\u1edbn h\u01a1n ho\u1eb7c chatbot h\u1ed7 tr\u1ee3 AI ch\u00ednh l\u00e0 \u0111i\u1ec1u th\u01b0\u01a1ng hi\u1ec7u c\u1ea7n quan t\u00e2m.<\/p>\n

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\"Trang<\/p>\n

Trang FAQs theo t\u1eebng s\u1ea3n ph\u1ea9m c\u1ee7a Apple<\/p>\n<\/div>\n

C\u1ed5ng th\u00f4ng tin kh\u00e1ch h\u00e0ng t\u1ef1 ph\u1ee5c v\u1ee5<\/h3>\n

Theo kh\u1ea3o s\u00e1t c\u1ee7a Software Advice, 73% kh\u00e1ch h\u00e0ng c\u00f3 th\u00f3i quen ch\u1ee7 \u0111\u1ed9ng t\u00ecm c\u00e2u tr\u1ea3 l\u1eddi tr\u00ean c\u00e1c k\u00eanh online khi c\u00f3 b\u1ea5t k\u1ef3 v\u1ea5n \u0111\u1ec1 ph\u00e1t sinh. \u0110\u00e2y ch\u00ednh l\u00e0 l\u00fd do c\u1ed5ng th\u00f4ng tin kh\u00e1ch h\u00e0ng t\u1ef1 ph\u1ee5c v\u1ee5 \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 l\u00e0 m\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn t\u00edch c\u1ef1c \u0111\u1ec3 qu\u1ea3n l\u00fd c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

Tr\u01b0\u1edbc khi li\u00ean h\u1ec7 tr\u1ef1c ti\u1ebfp v\u1edbi c\u00e1c agent, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u00ecm th\u1ea5y c\u00e2u tr\u1ea3 l\u1eddi trong c\u00e1c b\u00e0i chia s\u1ebb hay ph\u1ea7n C\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p tr\u00ean c\u1ed5ng th\u00f4ng tin. N\u1ebfu th\u00f4ng tin tr\u00ean c\u00e1c m\u1ee5c n\u00e0y h\u1eefu \u00edch, kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng c\u1ea7n ph\u1ea3i m\u1ea5t th\u1eddi gian li\u00ean h\u1ec7 qua email v\u00e0 Hotline. Khi \u0111\u00f3, c\u00e1c agent c\u0169ng s\u1ebd c\u00f3 nhi\u1ec1u th\u1eddi gian \u0111\u1ea7u t\u01b0 cho nh\u1eefng t\u00ecnh hu\u1ed1ng ph\u1ee9c t\u1ea1p hay kh\u00e1ch h\u00e0ng kh\u00f4ng s\u1eed d\u1ee5ng c\u1ed5ng th\u00f4ng tin ho\u1eb7c g\u1eb7p kh\u00f3 kh\u0103n trong vi\u1ec7c t\u00ecm c\u00e2u tr\u1ea3 l\u1eddi \u1edf \u0111\u00f3.<\/p>\n

L\u1ef1a ch\u1ecdn n\u00e0y c\u0169ng t\u01b0\u01a1ng t\u1ef1 Live chat \u1edf kh\u1ea3 n\u0103ng t\u1ea1o cho kh\u00e1ch h\u00e0ng s\u1ef1 ch\u1ee7 \u0111\u1ed9ng, t\u00e2m l\u00fd tho\u1ea3i m\u00e1i v\u00e0 d\u1ec5 d\u00e0ng c\u00f3 \u0111\u01b0\u1ee3c th\u00f4ng tin c\u1ea7n thi\u1ebft b\u1ea5t c\u1ee9 l\u00fac n\u00e0o h\u1ecd mu\u1ed1n m\u00e0 kh\u00f4ng c\u1ea7n \u0111\u1ee3i agent ph\u1ea3n h\u1ed3i qua \u0111i\u1ec7n tho\u1ea1i hay c\u1ed1 g\u1eafng li\u00ean h\u1ec7 trong gi\u1edd l\u00e0m vi\u1ec7c.<\/p>\n

D\u00f9 hi\u1ec7u qu\u1ea3 l\u00e0 th\u1ebf, k\u00eanh h\u1ed7 tr\u1ee3 n\u00e0y d\u01b0\u1eddng nh\u01b0 v\u1eabn thi\u1ebfu \u0111i t\u00ednh t\u01b0\u01a1ng t\u00e1c gi\u1eefa ng\u01b0\u1eddi v\u1edbi ng\u01b0\u1eddi. Tuy nhi\u00ean, n\u1ebfu c\u1ea7n c\u00e1c c\u1ed5ng th\u00f4ng tin n\u00e0y c\u00f3 th\u1ec3 b\u1ed5 sung th\u00eam live chat ho\u1eb7c email \u0111\u1ec3 t\u0103ng t\u00ednh t\u01b0\u01a1ng t\u00e1c hai chi\u1ec1u. Ho\u1eb7c, agent c\u00f3 th\u1ec3 \u0111\u00ednh k\u00e8m li\u00ean k\u1ebft \u0111\u1ebfn c\u00e1c b\u00e0i c\u00f3 li\u00ean quan tr\u00ean ph\u1ea7n FAQs khi tr\u00f2 chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng hay tr\u1ea3 l\u1eddi qua email \u0111\u1ec3 t\u0103ng t\u00ednh t\u01b0\u01a1ng t\u00e1c.<\/p>\n

Email<\/h3>\n

Trong c\u00e1c k\u00eanh t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng, email v\u1eabn l\u00e0 k\u00eanh d\u00f9 kh\u00e1 truy\u1ec1n th\u1ed1ng nh\u01b0ng l\u1ea1i ph\u1ed5 bi\u1ebfn nh\u1ea5t, v\u1edbi 54% kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng v\u00e0o n\u0103m ngo\u00e1i, theo b\u00e1o c\u00e1o c\u1ee7a Forrester.<\/p>\n

Li\u00ean h\u1ec7 qua email \u0111\u01b0\u1ee3c \u0111\u1eb7c bi\u1ec7t \u0111\u00e1nh gi\u00e1 cao b\u1edfi nh\u1eefng kh\u00e1ch h\u00e0ng coi tr\u1ecdng quy\u1ec1n ri\u00eang t\u01b0 v\u00e0 kh\u00f4ng mu\u1ed1n ph\u01a1i b\u00e0y v\u1ea5n \u0111\u1ec1 c\u1ee7a m\u00ecnh ra c\u00f4ng ch\u00fang (nh\u01b0 tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i). M\u1ed9t l\u00fd do kh\u00e1c cho vi\u1ec7c t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng email kh\u00e1 l\u1edbn l\u00e0 tr\u00ean th\u1ef1c t\u1ebf, ph\u1ea3n h\u1ed3i qua email t\u1ea1o cho kh\u00e1ch h\u00e0ng c\u1ea3m gi\u00e1c tin c\u1eady h\u01a1n, nh\u1ea5t l\u00e0 c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng l\u00e0m b\u1eb1ng ch\u1ee9ng trong tr\u01b0\u1eddng h\u1ee3p x\u1ea3y ra tranh ch\u1ea5p v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

Tuy nhi\u00ean, gi\u1ea3i ph\u00e1p n\u00e0y v\u1eabn c\u00f3 m\u1ee9c \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c th\u1ea5p h\u01a1n so v\u1edbi tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp qua live chat v\u00e0 c\u00f3 s\u1ef1 b\u1ecb \u0111\u1ed9ng nh\u1ea5t \u0111\u1ecbnh v\u1ec1 th\u1eddi gian nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i t\u1eeb th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

\n

\"M\u1ea1ng<\/p>\n

M\u1ea1ng x\u00e3 h\u1ed9i \u0111ang ng\u00e0y c\u00e0ng ch\u1ee9ng t\u1ecf vai tr\u00f2 trong h\u1ed7 tr\u1ee3, t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

M\u1ea1ng x\u00e3 h\u1ed9i<\/h3>\n

Kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng kh\u00f3 t\u00ednh h\u01a1n v\u00e0 k\u1ef3 v\u1ecdng nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i trong v\u00f2ng m\u1ed9t gi\u1edd ch\u00ednh l\u00e0 l\u00fd do m\u1ea1ng x\u00e3 h\u1ed9i ng\u00e0y c\u00e0ng ch\u1ee9ng t\u1ecf vai tr\u00f2 c\u1ee7a m\u1ed9t k\u00eanh t\u01b0\u01a1ng t\u00e1c hi\u1ec7u qu\u1ea3. L\u00fd do l\u00e0 b\u1edfi y\u00eau c\u1ea7u v\u1ec1 t\u01b0\u01a1ng t\u00e1c gi\u1eefa th\u01b0\u01a1ng hi\u1ec7u \u2013 kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng cao v\u00e0 m\u1ea1ng m\u1ea1ng x\u00e3 h\u1ed9i nh\u01b0 Facebook, Twitter v\u00e0 Instagram d\u01b0\u1eddng nh\u01b0 l\u00e0 l\u1ef1a ch\u1ecdn ch\u1eafc ch\u1eafn \u0111\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng.<\/p>\n

\u0110\u1eb7c bi\u1ec7t, v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 nhanh ch\u00f3ng, theo nh\u1eefng c\u00e1ch c\u00f4ng khai th\u00ec vi\u1ec7c th\u01b0\u01a1ng hi\u1ec7u s\u1eed d\u1ee5ng m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ec3 h\u1ed7 tr\u1ee3 kh\u00f4ng ch\u1ec9 l\u00e0m t\u0103ng l\u00f2ng trung th\u00e0nh kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n c\u00f3 c\u01a1 h\u1ed9i n\u00e2ng cao h\u00ecnh \u1ea3nh, qu\u1ea3ng b\u00e1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty t\u1edbi \u0111\u00f4ng \u0111\u1ea3o ng\u01b0\u1eddi d\u00f9ng. Theo th\u1ed1ng k\u00ea, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i gi\u00fap t\u0103ng doanh thu t\u1edbi 81% v\u00e0 t\u0103ng ROI trung b\u00ecnh t\u1edbi 30,7%.<\/p>\n

Vai tr\u00f2 c\u1ee7a CRM<\/h2>\n

C\u00e1c k\u00eanh h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u1ec1 c\u1eadp \u1edf tr\u00ean ch\u1ec9 ph\u00e1t huy hi\u1ec7u qu\u1ea3 t\u1ed1i \u0111a, cung c\u1ea5p c\u01a1 h\u1ed9i cho kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 \u0111a k\u00eanh n\u1ebfu \u0111\u01b0\u1ee3c quy v\u1ec1 m\u1ed9t m\u1ed1i trong m\u1ed9t c\u00f4ng c\u1ee5, c\u00f3 th\u1ec3 l\u00e0 CRM.<\/p>\n

B\u1edfi, khi t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh n\u00e0y \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p v\u1edbi CRM, c\u00e1c agent \u0111\u00e3 c\u00f3 th\u1ec3 h\u00ecnh dung r\u00f5 r\u00e0ng theo m\u1ed9t b\u1ee9c tranh l\u1edbn v\u1ec1 t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 s\u1ebd c\u00f3 k\u1ebf ho\u1ea1ch, k\u1ecbch b\u1ea3n t\u01b0\u01a1ng t\u00e1c hi\u1ec7u qu\u1ea3 nh\u1ea5t.<\/p>\n

K\u1ebft lu\u1eadn<\/strong><\/p>\n

V\u1ea5n \u0111\u1ec1 c\u1ee7a nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng mu\u1ed1n k\u1ebft n\u1ed1i v\u1edbi T\u1ed5ng \u0111\u00e0i h\u1ed7 tr\u1ee3 hay Hotline m\u00e0 v\u1eabn mu\u1ed1n li\u00ean h\u1ec7 v\u1edbi ph\u00f2ng D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u r\u1ea5t d\u1ec5 qu\u1ea3n l\u00fd v\u1edbi \u0111a d\u1ea1ng l\u1ef1a ch\u1ecdn v\u1ec1 h\u00ecnh th\u1ee9c k\u1ebft n\u1ed1i s\u1eb5n c\u00f3 hi\u1ec7n nay.<\/p>\n

B\u1eb1ng c\u00e1ch cung c\u1ea5p cho kh\u00e1ch h\u00e0ng nhi\u1ec1u l\u1ef1a ch\u1ecdn h\u01a1n thay v\u00ec ph\u1ee5 thu\u1ed9c v\u00e0o m\u1ed9t k\u00eanh, \u0111\u1ea3m b\u1ea3o hi\u1ec7u qu\u1ea3 theo t\u1eebng k\u00eanh, t\u00edch h\u1ee3p CRM \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c g\u00f3c nh\u00ecn t\u1ed5ng quan nh\u1ea5t, th\u01b0\u01a1ng hi\u1ec7u \u0111\u00e3 t\u1ea1o m\u1ed9t b\u01b0\u1edbc ti\u1ebfn l\u1edbn trong vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, gi\u00fap h\u1ecd thay v\u00ec ph\u1ea3i kh\u00f3 ch\u1ecbu khi ch\u1edd \u0111\u1ee3i, nhanh ch\u00f3ng nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i h\u1eefu \u00edch, nh\u1edd \u0111\u00f3, danh s\u00e1ch kh\u00e1ch h\u00e0ng trung th\u00e0nh s\u1ebd ng\u00e0y c\u00e0ng m\u1edf r\u1ed9ng.<\/p>\n

Theo LivechatInc\u00a0<\/em><\/p>\n

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

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  • T\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng khi s\u1eed d\u1ee5ng Live Chat<\/em><\/li>\n
  • Nh\u1eefng h\u00e0nh \u0111\u1ed9ng n\u00e0o khi\u1ebfn kh\u00e1ch h\u00e0ng ngay l\u1eadp t\u1ee9c ph\u1eabn n\u1ed9?<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    Tuy nhi\u00ean, m\u1ed9t kh\u1ea3o s\u00e1t g\u1ea7n \u0111\u00e2y cho th\u1ea5y 25% kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng k\u1ebft th\u00fac cu\u1ed9c g\u1ecdi b\u1edfi h\u1ecd \u0111\u00e3 qu\u00e1 m\u1ec7t m\u1ecfi khi b\u1ecb b\u1eaft ph\u1ea3i ch\u1edd \u0111\u1ee3i hay \u00e9p ph\u1ea3i nghe nh\u1eefng c\u00e2u tho\u1ea1i v\u00f4 h\u1ed3n \u0111\u01b0\u1ee3c ghi \u00e2m s\u1eb5n; 60% kh\u00e1ch h\u00e0ng gh\u00e9t ph\u1ea3i ch\u1edd \u0111\u1ee3i l\u00e2u h\u01a1n m\u1ed9t ph\u00fat. Nh\u01b0 th\u1ebf, li\u1ec7u T\u1ed5ng \u0111\u00e0i\/ Hotline \u0111\u00e3 th\u1ef1c s\u1ef1 ph\u00e1t huy \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3?<\/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\/52653"}],"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=52653"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52653\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52653"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52653"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52653"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}