{"id":5270,"date":"2023-11-29T20:18:37","date_gmt":"2023-11-29T20:18:37","guid":{"rendered":"https:\/\/masterskills.org\/blog\/?p=5270"},"modified":"2023-12-14T23:02:55","modified_gmt":"2023-12-14T23:02:55","slug":"trai-nghiem-khach-hang-3-sai-lam-lon-can-tranh-va-xay-dung-chien-luoc-cx-manh","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/trai-nghiem-khach-hang-3-sai-lam-lon-can-tranh-va-xay-dung-chien-luoc-cx-manh.html","title":{"rendered":"Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng: 3 Sai l\u1ea7m l\u1edbn c\u1ea7n tr\u00e1nh v\u00e0 x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c CX m\u1ea1nh m\u1ebd"},"content":{"rendered":"

Theo\u00a0Forbes, \u201cTr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 ti\u00eau chu\u1ea9n kinh doanh ng\u00e0y nay\u201d. M\u1ed9t s\u1ed1 doanh nghi\u1ec7p ch\u1ec9 t\u1eadp trung v\u00e0o b\u00e1n h\u00e0ng v\u00e0 ti\u1ebfp th\u1ecb d\u1eabn \u0111\u1ebfn vi\u1ec7c \u00edt t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng. \u0110\u00e2y l\u00e0 m\u1ed9t sai l\u1ea7m h\u00e0ng \u0111\u1ea7u. Ng\u01b0\u1ee3c l\u1ea1i, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t s\u1ebd c\u00f3 t\u00e1c \u0111\u1ed9ng t\u00edch c\u1ef1c \u0111\u1ebfn doanh thu, c\u1ea3i thi\u1ec7n l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i. Tuy nhi\u00ean, \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i l\u00e0 \u0111i\u1ec1u d\u1ec5 d\u00e0ng. Doanh nghi\u1ec7p s\u1ebd c\u1ea7n tr\u00e1nh nh\u1eefng sai l\u1ea7m v\u00e0 ph\u00e1t tri\u1ec3n m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u1eefng ch\u1eafc tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac.<\/p>\n

I – Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/strong><\/h3>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (c\u00f2n \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 Customer Experience – CX) \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh b\u1eb1ng c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u00e0 tr\u1ea3i nghi\u1ec7m m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 v\u1edbi doanh nghi\u1ec7p trong su\u1ed1t to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb l\u1ea7n ti\u1ebfp x\u00fac \u0111\u1ea7u ti\u00ean \u0111\u1ebfn khi tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng v\u00e0 trung th\u00e0nh.<\/p>\n

CX l\u00e0 m\u1ed9t ph\u1ea7n kh\u00f4ng th\u1ec3 thi\u1ebfu c\u1ee7a Qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM). Khi m\u1ed9t kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c v\u1edbi doanh nghi\u1ec7p, h\u1ecd c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u00e0 l\u1eb7p l\u1ea1i.<\/p>\n

<\/h3>\n

II – T\u1ea7m quan tr\u1ecdng c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n

M\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t c\u1ee7a\u00a0Bloomberg Businessweek\u00a0cho th\u1ea5y r\u1eb1ng \u201cmang l\u1ea1i tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng\u201d \u0111\u00e3 tr\u1edf th\u00e0nh m\u1ee5c ti\u00eau chi\u1ebfn l\u01b0\u1ee3c h\u00e0ng \u0111\u1ea7u.<\/p>\n

M\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t c\u1ee7a Customer Management IQ cho th\u1ea5y 75% gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh v\u00e0 l\u00e3nh \u0111\u1ea1o qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00e3 \u0111\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 5 tr\u00ean thang \u0111i\u1ec3m 1-5 (5 c\u00f3 t\u1ea7m quan tr\u1ecdng cao nh\u1ea5t).<\/p>\n

1. T\u0103ng chuy\u1ec3n \u0111\u1ed5i b\u00e1n h\u00e0ng<\/strong><\/p>\n

Nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t tr\u01b0\u1edbc \u0111\u00f3 \u0111\u00e3 chi ti\u00eau\u00a0nhi\u1ec1u h\u01a1n 140%\u00a0so v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m x\u1ea5u. C\u00f3 tr\u1ea3i nghi\u1ec7m th\u01b0\u01a1ng hi\u1ec7u h\u00e0i l\u00f2ng d\u1eabn \u0111\u1ebfn gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i c\u1ee7a kh\u00e1ch h\u00e0ng (CLTV) cao h\u01a1n.<\/p>\n

2. T\u0103ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/p>\n

Chi ph\u00ed mua l\u1ea1i kh\u00e1ch h\u00e0ng cao g\u1ea5p 7 l\u1ea7n so v\u1edbi vi\u1ec7c duy tr\u00ec m\u1ed9t kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3. Do \u0111\u00f3, vi\u1ec7c t\u1ea1o ra tr\u1ea3i nghi\u1ec7m t\u1ed1t s\u1ebd l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1ea3m b\u1ea3o r\u1eb1ng h\u1ecd ti\u1ebfp t\u1ee5c kinh doanh v\u1edbi b\u1ea1n trong t\u01b0\u01a1ng lai.<\/p>\n

3. T\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng cao h\u01a1n<\/strong><\/p>\n

Cung c\u1ea5p d\u1ecbch v\u1ee5 nhanh ch\u00f3ng l\u00e0m t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 khuy\u1ebfn kh\u00edch h\u1ecd duy tr\u00ec ho\u1ea1t \u0111\u1ed9ng kinh doanh c\u1ee7a b\u1ea1n. V\u1edbi s\u1ef1 gia t\u0103ng c\u1ee7a CX, c\u00e1c v\u1ea5n \u0111\u1ec1 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng gi\u1ea3m \u0111\u00e1ng k\u1ec3.<\/p>\n

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III – Sai l\u1ea7m c\u1ea7n tr\u00e1nh trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n

1. \u0110\u1ed3ng nh\u1ea5t \u201cD\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng\u201d v\u00e0 \u201cL\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m\u201d<\/strong><\/p>\n

\u0110\u00e2y l\u00e0 s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa \u201cch\u1ee7 \u0111\u1ed9ng\u201d v\u00e0 \u201cph\u1ea3n \u1ee9ng\u201d.<\/p>\n

C\u00e1c c\u00f4ng ty coi nh\u1eefng d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, bao g\u1ed3m data t\u1eeb bi\u1ec3u m\u1eabu li\u00ean h\u1ec7 hay d\u1eef li\u1ec7u h\u00e0nh vi tr\u00ean web l\u00e0 c\u01a1 s\u1edf cho nh\u1eefng th\u00f4ng tin chi ti\u1ebft h\u1eefu \u00edch. H\u1ecd d\u1ef1 \u0111o\u00e1n nhu c\u1ea7u trong t\u01b0\u01a1ng lai, ti\u1ebfp t\u1ee5c \u0111i\u1ec1u ch\u1ec9nh ho\u1ea1t \u0111\u1ed9ng h\u00e0ng ng\u00e0y v\u00e0 h\u00e0ng n\u0103m c\u1ee7a m\u00ecnh d\u1ef1a tr\u00ean nh\u1eefng g\u00ec d\u1eef li\u1ec7u \u0111\u00f3, x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p. Cu\u1ed1i c\u00f9ng h\u1ecd cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p v\u00e0 \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a. \u0110i\u1ec1u \u0111\u00f3 kh\u00f4ng bao gi\u1edd \u0111\u01b0\u1ee3c nh\u1ea7m l\u1eabn v\u1edbi vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m – \u0110\u00e2y l\u00e0 \u201cch\u1ee7 \u0111\u1ed9ng\u201d.<\/p>\n

Khi “l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m”, c\u00f4ng ty s\u1ebd coi tr\u1ecdng nh\u1eefng v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb vi\u1ec7c c\u1ed1 g\u1eafng ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng v\u1edbi x\u1ebfp h\u1ea1ng NPS (Net Promoter Score) cao \u0111\u1ebfn m\u1ed9t chatbot tu\u00e2n th\u1ee7 k\u1ecbch b\u1ea3n. C\u00f4ng ty th\u1ee5 \u0111\u1ed9ng ch\u1edd \u0111\u1ee3i kh\u00e1ch h\u00e0ng l\u00e0m \u0111i\u1ec1u g\u00ec \u0111\u00f3 \u0111\u1ec3 t\u1ea1o c\u01a1 h\u1ed9i v\u00e0ng \u0111\u1ec3 “cung c\u1ea5p d\u1ecbch v\u1ee5 t\u1ed1t” – \u0110\u00e2y l\u00e0 \u201cph\u1ea3n \u1ee9ng\u201d.<\/p>\n

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2. T\u1eadp trung v\u00e0o c\u00e1c giao d\u1ecbch thay v\u00ec chuy\u1ec3n \u0111\u1ed5i<\/strong><\/p>\n

D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng mang t\u00ednh ch\u1ea5t giao d\u1ecbch. M\u1eb7c d\u00f9 c\u00f3 th\u1ec3 ti\u1ebft ki\u1ec7m \u0111\u01b0\u1ee3c chi ph\u00ed cho 1 giao d\u1ecbch, nh\u01b0ng vi\u1ec7c t\u1ea1o ra m\u1ed9t m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i, chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng th\u00e0nh nh\u1eefng ng\u01b0\u1eddi \u1ee7ng h\u1ed9 l\u1edbn nh\u1ea5t l\u00e0 r\u1ea5t \u00edt.<\/p>\n

C\u00f3 r\u1ea5t nhi\u1ec1u l\u00fd do khi\u1ebfn kh\u00e1ch h\u00e0ng \u1ee7ng h\u1ed9 th\u01b0\u01a1ng hi\u1ec7u. \u0110\u00f3 c\u00f3 th\u1ec3 l\u00e0 gi\u00e1 tr\u1ecb c\u1ee7a c\u00f4ng ty, gi\u00e1 s\u1ea3n ph\u1ea9m, v\u1ecb tr\u00ed, t\u00ednh th\u1ea9m m\u1ef9 c\u1ee7a c\u00e1c c\u1eeda h\u00e0ng, t\u00ednh th\u1ea7n th\u00e2n thi\u1ec7n c\u1ee7a nh\u00e2n vi\u00ean,… Vi\u1ec7c t\u1eadp trung v\u00e0o c\u00e1c kh\u00eda c\u1ea1nh \u0111\u1ed9c \u0111\u00e1o, th\u1eadm ch\u00ed l\u00e0 nh\u1eefng y\u1ebfu t\u1ed1 kh\u00f4ng d\u1ec5 \u0111o l\u01b0\u1eddng c\u00f3 th\u1ec3 mang l\u1ea1i hi\u1ec7u qu\u1ea3 h\u01a1n nhi\u1ec1u so v\u1edbi b\u1ea5t k\u1ef3 chi\u1ebfn d\u1ecbch ho\u1eb7c n\u1ed9i dung n\u00e0o kh\u00e1c.<\/p>\n

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3. \u0110\u01b0a c\u00e1c c\u00f4ng c\u1ee5 v\u00e0 quy tr\u00ecnh l\u00ean tr\u01b0\u1edbc nh\u1eefng n\u1ed7 l\u1ef1c th\u1ee7 c\u00f4ng<\/strong><\/p>\n

C\u00e1c c\u00f4ng c\u1ee5 ho\u1eb7c n\u1ec1n t\u1ea3ng c\u00f3 th\u1ec3 mang l\u1ea1i t\u01b0\u01a1ng t\u00e1c v\u00e0 th\u00f4ng tin chi ti\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n, hi\u1ec7u qu\u1ea3 h\u01a1n. Tuy nhi\u00ean, \u0111\u1ec3 th\u1ef1c s\u1ef1 t\u1ea1o ra s\u1ef1 kh\u00e1c bi\u1ec7t, doanh nghi\u1ec7p kh\u00f4ng c\u1ea7n nhi\u1ec1u c\u00f4ng ngh\u1ec7 nh\u01b0 b\u1ea1n ngh\u0129, m\u1eb7c d\u00f9 n\u00f3 th\u1eadt s\u1ef1 h\u1eefu \u00edch, cung c\u1ea5p cho nh\u00e2n vi\u00ean tr\u1ef1c ti\u1ebfp v\u1edbi d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, t\u1ea1o \u0111i\u1ec1u ki\u1ec7n cho cu\u1ed9c tr\u00f2 chuy\u1ec7n th\u00f4ng minh, hi\u1ec7u qu\u1ea3. C\u00f4ng ngh\u1ec7 gi\u00fap tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean li\u1ec1n m\u1ea1ch v\u00e0 h\u1ee3p l\u00fd h\u01a1n, nh\u01b0ng th\u00e0nh c\u00f4ng c\u1ea7n s\u1ef1 cam k\u1ebft, nh\u1ea5t qu\u00e1n v\u00e0 hi\u1ec3u t\u00e2m l\u00fd \u0111\u1ec3 th\u1ef1c s\u1ef1 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n

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IV – Chi\u1ebfn l\u01b0\u1ee3c t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n

1. C\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/strong><\/p>\n

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  • Ph\u00e2n t\u00edch v\u00e0 s\u1eed d\u1ee5ng d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/strong><\/li>\n<\/ul>\n

    Nghi\u00ean c\u1ee9u cho th\u1ea5y:\u00a090% c\u00e1c nh\u00e0 qu\u1ea3n l\u00fd doanh nghi\u1ec7p\u00a0tin r\u1eb1ng ph\u00e2n t\u00edch kh\u00e1ch h\u00e0ng c\u00f3 kh\u1ea3 n\u0103ng c\u1ea3i thi\u1ec7n doanh s\u1ed1 b\u00e1n h\u00e0ng. V\u1edbi s\u1ef1 xu\u1ea5t hi\u1ec7n c\u1ee7a AI, c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng thu th\u1eadp c\u00e1c ph\u00e2n t\u00edch v\u1ec1 kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 \u0111o l\u01b0\u1eddng c\u00e1c ch\u1ec9 s\u1ed1 chi ti\u1ebft v\u1ec1 h\u00e0nh vi, nh\u00e2n kh\u1ea9u h\u1ecdc v\u00e0 c\u00e1c ch\u1ec9 s\u1ed1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00e1c trong th\u1eddi gian th\u1ef1c.<\/p>\n

    Khi c\u00f3 th\u00f4ng tin v\u00e0 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u1ea7n t\u1eadn d\u1ee5ng n\u00f3 \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd b\u1eb1ng vi\u1ec7c s\u1eed d\u1ee5ng t\u00ean kh\u00e1ch h\u00e0ng, ghi nh\u1edb th\u00f4ng tin nh\u00e2n kh\u1ea9u h\u1ecdc c\u1ee7a h\u1ecd,…<\/p>\n

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    • T\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng<\/strong><\/li>\n<\/ul>\n

      Vi\u1ec7c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng cho ph\u00e9p doanh nghi\u1ec7p nh\u1eadn th\u00eam nh\u1eefng th\u00f4ng tin chi ti\u1ebft c\u00f3 gi\u00e1 tr\u1ecb \u0111\u1ec3 ph\u00e1t tri\u1ec3n. M\u1ed9t th\u01b0\u01a1ng hi\u1ec7u n\u00ean giao ti\u1ebfp hai chi\u1ec1u v\u1edbi kh\u00e1ch h\u00e0ng. B\u1ea1n c\u1ea7n bi\u1ebft s\u1ea3n ph\u1ea9m c\u1ee7a m\u00ecnh nh\u01b0 th\u1ebf n\u00e0o v\u00e0 c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n \u0111i\u1ec1u g\u00ec th\u00f4ng qua t\u01b0\u01a1ng t\u00e1c tr\u00ean c\u00e1c s\u1ef1 ki\u1ec7n, ph\u1ecfng v\u1ea5n, th\u0103m d\u00f2 \u00fd ki\u1ebfn \u200b\u200bv\u00e0 kh\u1ea3o s\u00e1t.<\/p>\n

        \n
      • Cung c\u1ea5p tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a<\/strong><\/li>\n<\/ul>\n

        B\u1ea1n c\u1ea7n cung c\u1ea5p cho kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a \u0111\u1ec3 h\u1ecd c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i h\u01a1n v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. C\u00e1c c\u00f4ng ty th\u00e0nh c\u00f4ng th\u1ef1c hi\u1ec7n c\u00e1c b\u01b0\u1edbc \u0111\u1ec3 bi\u1ebfn m\u1ecdi th\u1ee9 tr\u1edf n\u00ean c\u00e1 nh\u00e2n nh\u1ea5t c\u00f3 th\u1ec3 cho kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd.<\/p>\n

          \n
        • D\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/li>\n<\/ul>\n

          Vi\u1ec7c thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd b\u1ecb l\u00e3ng ph\u00ed n\u1ebfu kh\u00f4ng c\u00f3 chi\u1ebfn l\u01b0\u1ee3c v\u00e0 h\u00e0nh \u0111\u1ed9ng gi\u1ea3i quy\u1ebft. C\u00f4ng vi\u1ec7c th\u1ef1c s\u1ef1 c\u1ee7a m\u1ed9t c\u00f4ng ty l\u00e0 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, nghi\u00ean c\u1ee9u v\u00e0 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u. Ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng cho ph\u00e9p c\u00e1c c\u00f4ng ty \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh t\u1ed1t h\u01a1n.<\/p>\n

            \n
          • Theo d\u00f5i m\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 c\u00e1c trang web \u0111\u00e1nh gi\u00e1<\/strong><\/li>\n<\/ul>\n

            Ng\u00e0y nay, kh\u00e1ch h\u00e0ng xem x\u00e9t v\u00e0 nghi\u00ean c\u1ee9u m\u1ed9t s\u1ea3n ph\u1ea9m ho\u00e0n to\u00e0n d\u1ef1a v\u00e0o c\u00e1c n\u1ec1n t\u1ea3ng tr\u1ef1c tuy\u1ebfn. Sau khi mua h\u00e0ng, h\u1ecd kh\u00f4ng ng\u1ea1i \u0111\u0103ng b\u00e0i \u0111\u00e1nh gi\u00e1 tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i ho\u1eb7c c\u00e1c trang web \u0111\u00e1nh gi\u00e1. M\u1ed9t s\u1ed1 trang web cho ph\u00e9p c\u00e1c c\u00f4ng ty ph\u1ea3n h\u1ed3i c\u00e1c \u0111\u00e1nh gi\u00e1 c\u1ee7a ng\u01b0\u1eddi mua. \u0110i\u1ec1u n\u00e0y c\u1ea7n ph\u1ea3i \u0111\u01b0\u1ee3c x\u1eed l\u00fd c\u1ea9n th\u1eadn, \u0111\u1eb7c bi\u1ec7t l\u00e0 c\u00e1c \u0111\u00e1nh gi\u00e1 ti\u00eau c\u1ef1c \u0111\u1ec3 c\u1ea3i thi\u1ec7n v\u00e0 t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n

              \n
            • T\u1ea1o c\u00e1c t\u00f9y ch\u1ecdn t\u1ef1 ph\u1ee5c v\u1ee5<\/strong><\/li>\n<\/ul>\n

              Cung c\u1ea5p cho ng\u01b0\u1eddi d\u00f9ng c\u00e1c t\u00f9y ch\u1ecdn, ph\u01b0\u01a1ng ti\u1ec7n \u0111\u1ec3 tr\u1edf n\u00ean ch\u1ee7 \u0111\u1ed9ng v\u00e0 c\u00f3 th\u1ec3 t\u1ef1 t\u00ecm c\u00e2u tr\u1ea3 l\u1eddi cho c\u00e2u h\u1ecfi c\u1ee7a m\u00ecnh. Tr\u00ean th\u1ef1c t\u1ebf,\u00a070%\u00a0kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i trang web c\u1ee7a c\u00f4ng ty bao g\u1ed3m c\u00e1c t\u00f9y ch\u1ecdn t\u1ef1 ph\u1ee5c v\u1ee5 nh\u01b0 n\u1ed9i dung h\u1ed7 tr\u1ee3, video h\u01b0\u1edbng d\u1eabn, nghi\u00ean c\u1ee9u \u0111i\u1ec3n h\u00ecnh,…<\/p>\n

                \n
              • X\u00e2y d\u1ef1ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<\/strong><\/li>\n<\/ul>\n

                Nghi\u00ean c\u1ee9u c\u1ee7a\u00a0Deloitte v\u00e0 Touche\u00a0cho th\u1ea5y, c\u00e1c c\u00f4ng ty l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u00f3 l\u1ee3i nhu\u1eadn cao h\u01a1n 60% so v\u1edbi c\u00e1c c\u00f4ng ty kh\u00f4ng t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng.<\/p>\n

                Khi \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m c\u1ee7a doanh nghi\u1ec7p, b\u1ea1n c\u00f3 th\u1ec3 thu th\u1eadp nhi\u1ec1u d\u1eef li\u1ec7u h\u1eefu \u00edch c\u00f3 th\u1ec3 cung c\u1ea5p c\u00e1i nh\u00ecn 360 \u0111\u1ed9 v\u1ec1 kh\u00e1ch h\u00e0ng, s\u1eed d\u1ee5ng d\u1eef li\u1ec7u \u0111\u1ec3 hi\u1ec3u h\u00e0nh vi v\u00e0 s\u1edf th\u00edch c\u1ee7a h\u1ecd, x\u00e1c \u0111\u1ecbnh c\u00e1c c\u01a1 h\u1ed9i t\u1ed1t nh\u1ea5t \u0111\u1ec3 cung c\u1ea5p s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 cho \u0111\u00fang kh\u00e1ch h\u00e0ng,…<\/p>\n

                 <\/p>\n

                2. T\u1eadp trung v\u00e0o chuy\u1ec3n \u0111\u1ed5i<\/strong><\/p>\n

                  \n
                • \u0110\u1eb7t k\u1ef3 v\u1ecdng nh\u1ea5t qu\u00e1n<\/strong><\/li>\n<\/ul>\n

                  N\u1ebfu kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i \u0111i\u1ec1u g\u00ec \u0111\u00f3 v\u00e0 nh\u1eadn \u0111\u01b0\u1ee3c th\u1ee9 kh\u00e1c, kh\u1ea3 n\u0103ng h\u1ecd h\u00e0i l\u00f2ng v\u00e0 th\u1ef1c hi\u1ec7n chuy\u1ec3n \u0111\u1ed5i s\u1ebd th\u1ea5p h\u01a1n. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh li\u00ean t\u1ee5c v\u00e0 c\u00f4ng ty kh\u00f4ng \u0111\u01b0\u1ee3c \u0111\u1eb7t ra nh\u1eefng k\u1ef3 v\u1ecdng sai l\u1ea7m. Vi\u1ec7c \u0111\u1eb7t k\u1ef3 v\u1ecdng nh\u1ea5t qu\u00e1n \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c thi\u1ebft l\u1eadp m\u1ee5c ti\u00eau t\u01b0\u01a1ng \u1ee9ng, ph\u00f9 h\u1ee3p.<\/p>\n

                    \n
                  • \u00c1p d\u1ee5ng \u0111a k\u00eanh<\/strong><\/li>\n<\/ul>\n

                    V\u1edbi h\u01a1n 50% l\u01b0u l\u01b0\u1ee3ng truy c\u1eadp web \u0111\u1ebfn t\u1eeb thi\u1ebft b\u1ecb di \u0111\u1ed9ng, c\u00e1c doanh nghi\u1ec7p c\u1ea7n t\u1eadp trung t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng tr\u00ean \u0111a thi\u1ebft b\u1ecb. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 l\u00e0 vi\u1ec7c duy tr\u00ec m\u1ed9t h\u00e0nh tr\u00ecnh nh\u1ea5t qu\u00e1n tr\u00ean c\u00e1c thi\u1ebft b\u1ecb kh\u00e1c nhau.<\/p>\n

                    Ng\u00e0y nay, kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng m\u1ed9t lo\u1ea1t c\u00e1c k\u00eanh ngo\u1ea1i tuy\u1ebfn v\u00e0 tr\u1ef1c tuy\u1ebfn \u0111\u1ec3 k\u1ebft n\u1ed1i v\u1edbi c\u00e1c th\u01b0\u01a1ng hi\u1ec7u, th\u01b0\u1eddng chuy\u1ec3n \u0111\u1ed5i nhi\u1ec1u l\u1ea7n tr\u00ean h\u00e0nh tr\u00ecnh ng\u01b0\u1eddi d\u00f9ng.<\/p>\n

                    V\u00ec v\u1eady, \u00e1p d\u1ee5ng \u0111a k\u00eanh l\u00e0 m\u1ed9t trong nh\u1eefng thay \u0111\u1ed5i quan tr\u1ecdng nh\u1ea5t m\u00e0 doanh nghi\u1ec7p c\u1ea7n th\u1ef1c hi\u1ec7n trong ho\u1ea1t \u0111\u1ed9ng kinh doanh, \u0111\u1ea3m b\u1ea3o r\u1eb1ng th\u00f4ng \u0111i\u1ec7p v\u00e0 th\u01b0\u01a1ng hi\u1ec7u nh\u1ea5t qu\u00e1n gi\u1eefa c\u00e1c k\u00eanh. Chi\u1ebfn l\u01b0\u1ee3c n\u00e0y bao g\u1ed3m nhi\u1ec1u k\u00eanh b\u00e1n h\u00e0ng, h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng v\u00e0 ti\u1ebfp th\u1ecb.<\/p>\n

                      \n
                    • S\u1eed d\u1ee5ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/li>\n<\/ul>\n

                      B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh\u00a0c\u1ee7a kh\u00e1ch h\u00e0ng minh h\u1ecda tr\u1ef1c quan c\u00e1c quy tr\u00ecnh, nhu c\u1ea7u v\u00e0 nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng trong su\u1ed1t qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c v\u00e0 m\u1ed1i quan h\u1ec7 v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n.<\/p>\n

                      B\u1eb1ng c\u00e1ch tham chi\u1ebfu b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh v\u1edbi c\u00e1c ch\u1ec9 s\u1ed1 c\u1ed1t l\u00f5i, b\u1ea1n c\u00f3 th\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 \u201ctr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\u201d c\u1ee7a m\u00ecnh v\u00e0 nh\u1eefng y\u1ebfu t\u1ed1 c\u1ea7n thay \u0111\u1ed5i hay nh\u1eefng y\u1ebfu t\u1ed1 c\u00f3 ti\u1ec1m n\u0103ng. V\u00ec v\u1eady, doanh nghi\u1ec7p n\u00ean s\u1eed d\u1ee5ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, h\u00ecnh dung tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng trong t\u01b0\u01a1ng lai c\u1ee7a b\u1ea1n o\u1eb7c th\u00fac \u0111\u1ea9y thay \u0111\u1ed5i t\u1ed5 ch\u1ee9c.<\/p>\n

                        \n
                      • T\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng trong su\u1ed1t v\u00f2ng \u0111\u1eddi c\u1ee7a h\u1ecd<\/strong><\/li>\n<\/ul>\n

                        T\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng trong su\u1ed1t q\u00faa tr\u00ecnh v\u00f2ng \u0111\u1eddi s\u1ebd gi\u00fap t\u0103ng gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i, c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c giai \u0111o\u1ea1n trong h\u00e0nh tr\u00ecnh. \u0110\u1ed3ng th\u1eddi, b\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i v\u00e0 t\u0103ng doanh s\u1ed1 b\u00e1n h\u00e0ng t\u1ed5ng th\u1ec3.<\/p>\n

                          \n
                        • Ghi nh\u1eadn s\u1ef1 \u0111\u00f3ng g\u00f3p t\u00edch c\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/li>\n<\/ul>\n

                          Nh\u1eefng doanh nghi\u1ec7p th\u00e0nh c\u00f4ng l\u00e0 nh\u1eefng doanh nghi\u1ec7p c\u00f3 kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng. M\u1ed9t trong nh\u1eefng ph\u1ea7n quan tr\u1ecdng nh\u1ea5t c\u1ee7a vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng b\u1ec1n v\u1eefng l\u00e0 bi\u1ebfn h\u1ecd th\u00e0nh m\u1ed9t ph\u1ea7n c\u1ee7a c\u1ed9ng \u0111\u1ed3ng ho\u1eb7c c\u00e1c s\u1ef1 ki\u1ec7n x\u00e3 h\u1ed9i c\u1ee7a doanh nghi\u1ec7p.<\/p>\n

                          B\u1ea1n c\u00f3 th\u1ec3 ghi nh\u1eadn s\u1ef1 \u0111\u00f3ng g\u00f3p t\u00edch c\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng nh\u1eefng c\u00e1ch sau:<\/p>\n

                          – Th\u01b0\u1edfng cho kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u1ee7a: Gi\u1ea3m gi\u00e1 ho\u1eb7c qu\u00e0 t\u1eb7ng mi\u1ec5n ph\u00ed l\u00e0 m\u1ed9t trong nh\u1eefng l\u00fd do \u0111\u1ee7 m\u1ea1nh m\u1ebd \u0111\u1ec3 kh\u00e1ch h\u00e0ng gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u v\u1edbi b\u1ea1n b\u00e8 c\u1ee7a h\u1ecd.<\/p>\n

                          – Cho ph\u00e9p h\u1ecd quy\u1ec1n truy c\u1eadp s\u1edbm: B\u1ea1n c\u00f3 th\u1ec3 cung c\u1ea5p quy\u1ec1n truy c\u1eadp s\u1edbm v\u00e0o s\u1ea3n ph\u1ea9m m\u1edbi ra m\u1eaft \u0111\u1ec3 h\u1ecd c\u1ea3m th\u1ea5y \u0111\u1eb7c bi\u1ec7t.<\/p>\n

                          – Gi\u1ea3m gi\u00e1 cho kh\u00e1ch h\u00e0ng chi ti\u00eau cao: Gi\u1ea3m gi\u00e1 cho kh\u00e1ch h\u00e0ng khi h\u1ecd \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ed9t m\u1ee5c ti\u00eau chi ti\u00eau c\u1ee5 th\u1ec3.<\/p>\n

                           <\/p>\n

                          3. C\u00e2n b\u1eb1ng gi\u1eefa c\u00f4ng ngh\u1ec7 v\u00e0 c\u00e1c n\u1ed7 l\u1ef1c th\u1ee7 c\u00f4ng<\/strong><\/p>\n

                            \n
                          • \u0110\u00e0o t\u1ea1o c\u00e1c nh\u00e2n vi\u00ean ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng<\/strong><\/li>\n<\/ul>\n

                            Nh\u1eefng nh\u00e2n vi\u00ean m\u00e0 kh\u00e1ch h\u00e0ng ti\u1ebfp x\u00fac v\u00e0 t\u01b0\u01a1ng t\u00e1c s\u1ebd l\u00e0 m\u1ed9t \u1ea5n t\u01b0\u1ee3ng \u0111\u1ea7u ti\u00ean, l\u00e2u d\u00e0i v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u ho\u1eb7c doanh nghi\u1ec7p. B\u1ea1n n\u00ean c\u00f3 m\u1ed9t ti\u00eau chu\u1ea9n x\u00e1c \u0111\u1ecbnh cho c\u00e1c c\u1ea5p \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 \u00e1p d\u1ee5ng c\u00e1c quy tr\u00ecnh c\u00f3 th\u1ec3 gi\u00fap c\u00e1c nh\u00f3m c\u1ee7a b\u1ea1n duy tr\u00ec c\u1ea5p \u0111\u1ed9.<\/p>\n

                            Tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi ph\u1ee5 thu\u1ed9c v\u00e0o c\u00e1c \u0111i\u1ec3m ch\u00ednh sau:<\/p>\n

                            – Ki\u1ebfn th\u1ee9c s\u1ea3n ph\u1ea9m: Doanh nghi\u1ec7p c\u1ea7n ti\u1ebfn h\u00e0nh \u0111\u00e0o t\u1ea1o chuy\u00ean s\u00e2u v\u1ec1 s\u1ea3n ph\u1ea9m, gi\u00fap truy\u1ec1n \u0111\u1ea1t th\u00f4ng tin x\u00e1c th\u1ef1c li\u00ean quan \u0111\u1ebfn s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5.<\/p>\n

                            – C\u00e1c k\u0129 n\u0103ng m\u1ec1m: B\u1ed3i d\u01b0\u1ee1ng c\u00e1c k\u1ef9 n\u0103ng giao ti\u1ebfp hi\u1ec7u qu\u1ea3 ph\u1ea3i l\u00e0 m\u1ed9t ph\u1ea7n kh\u00f4ng th\u1ec3 thi\u1ebfu trong v\u0103n h\u00f3a doanh nghi\u1ec7p. H\u00e3y \u0111\u00e0o t\u1ea1o \u0111\u1ed9i ng\u0169 v\u1edbi nghi th\u1ee9c ti\u00eau chu\u1ea9n trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1ch x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

                              \n
                            • Trao quy\u1ec1n cho nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/strong><\/li>\n<\/ul>\n

                              N\u1ebfu nh\u00e2n vi\u00ean t\u01b0 v\u1ea5n v\u00e0 b\u00e1n h\u00e0ng kh\u00f4ng t\u1ed1t, c\u01a1 h\u1ed9i \u0111\u1ec3 kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng s\u1ebd th\u1ea5p h\u01a1n. N\u1ebfu h\u1ecd kh\u00f4ng \u0111\u01b0\u1ee3c trao quy\u1ec1n \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng, quy tr\u00ecnh ph\u00ea duy\u1ec7t v\u00e0 th\u1eddi gian x\u1eed l\u00fd s\u1ebd l\u00e2u h\u01a1n. \u0110i\u1ec1u n\u00e0y l\u00e0m gi\u1ea3m tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

                              H\u00e3y kh\u1ea3o s\u00e1t nh\u00e2n vi\u00ean \u0111\u1ec3 ph\u00e1t hi\u1ec7n ra c\u00e1c v\u1ea5n \u0111\u1ec1 chung trong tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u1edbi quy tr\u00ecnh t\u01b0 v\u1ea5n, cung c\u1ea5p d\u1ecbch v\u1ee5 cho kh\u00e1ch h\u00e0ng. T\u1eeb \u0111\u00f3 xem x\u00e9t c\u00e1c quy tr\u00ecnh c\u00f3 h\u1ec7 th\u1ed1ng nh\u01b0 giao th\u1ee9c trung t\u00e2m li\u00ean h\u1ec7 v\u00e0 ph\u1ea7n m\u1ec1m CRM.<\/p>\n

                                \n
                              • S\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 th\u00f4ng minh \u0111\u1ec3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ed9t ph\u00e1<\/strong><\/li>\n<\/ul>\n

                                AI v\u00e0 h\u1ecdc m\u00e1y \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf ri\u00eang cho tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, t\u1eeb chatbots ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng 24\/7, \u0111\u1ebfn x\u1eed l\u00fd ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean, cho ph\u00e9p b\u1ea1n hi\u1ec3u \u00fd c\u1ee7a ng\u01b0\u1eddi d\u00f9ng trong tin nh\u1eafn v\u0103n b\u1ea3n.<\/p>\n

                                Gi\u00e1 tr\u1ecb c\u1ee7a c\u00f4ng ngh\u1ec7 k\u1ef9 thu\u1eadt s\u1ed1 ng\u00e0y c\u00e0ng \u0111\u01b0\u1ee3c kh\u1eb3ng \u0111\u1ecbnh, s\u1ed1 l\u01b0\u1ee3ng c\u00e1c doanh nghi\u1ec7p l\u1edbn s\u1eed d\u1ee5ng ch\u00fang ng\u00e0y c\u00e0ng t\u0103ng. V\u00ed d\u1ee5: Dominos cho ph\u00e9p kh\u00e1ch h\u00e0ng \u0111\u1eb7t b\u00e1nh pizza th\u00f4ng qua chatbot Facebook Messenger c\u1ee7a Domino, eBay gi\u00fap kh\u00e1ch h\u00e0ng t\u00ecm ki\u1ebfm tr\u00ean to\u00e0n b\u1ed9 th\u1ecb tr\u01b0\u1eddng eBay \u0111\u1ec3 t\u00ecm c\u00e1c giao d\u1ecbch t\u1ed1t nh\u1ea5t gi\u1ed1ng nh\u01b0 m\u1ed9t ng\u01b0\u1eddi mua s\u1eafm c\u00e1 nh\u00e2n.<\/p>\n

                                  \n
                                • C\u00e1ch k\u1ebft h\u1ee3p th\u00f4ng minh l\u00e0 s\u1eed d\u1ee5ng AI v\u00e0 c\u00e1c c\u00f4ng c\u1ee5 h\u1ecdc m\u00e1y \u0111\u1ec3 qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m.<\/strong><\/li>\n<\/ul>\n

                                  M\u1ed9t chi\u1ebfn l\u01b0\u1ee3c k\u1ebft h\u1ee3p h\u1ed7 tr\u1ee3 c\u00f4ng ngh\u1ec7 k\u1ef9 thu\u1eadt s\u1ed1 v\u00e0 h\u1ed7 tr\u1ee3 tr\u1ef1c ti\u1ebfp s\u1ebd gi\u00fap t\u1ed1i \u01b0u h\u00f3a th\u1eddi gian ch\u1edd v\u00e0 ph\u1ea3n h\u1ed3i. H\u00e3y s\u1eed d\u1ee5ng chatbot qu\u1ea3n l\u00fd ph\u1ea7n \u201cC\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p\u201d v\u00e0 con ng\u01b0\u1eddi tr\u1ef1c ti\u1ebfp x\u1eed l\u00fd c\u00e1c cu\u1ed9c tr\u00f2 chuy\u1ec7n ph\u1ee9c t\u1ea1p.<\/p>\n

                                  \u0110\u1ec3\u00a0c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\u00a0m\u1ed9t c\u00e1ch nh\u1ea5t qu\u00e1n, b\u1ea1n c\u1ea7n tr\u00e1nh nh\u1eefng sai l\u1ea7m h\u00e0ng \u0111\u1ea7u. B\u1ea1n c\u1ea7n li\u00ean t\u1ee5c ki\u1ec3m tra nh\u1eefng g\u00ec ph\u00f9 h\u1ee3p v\u1edbi doanh nghi\u1ec7p v\u00e0 nh\u1eefng g\u00ec kh\u00f4ng. Chi\u1ebfn l\u01b0\u1ee3c t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t c\u00f3 th\u1ec3 mang \u0111\u1ebfn nh\u1eefng c\u01a1 h\u1ed9i tuy\u1ec7t v\u1eddi, t\u00e1c \u0111\u1ed9ng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn hi\u1ec7u su\u1ea5t h\u00e0ng \u0111\u1ea7u c\u1ee7a doanh nghi\u1ec7p.<\/p>\n","protected":false},"excerpt":{"rendered":"

                                  Theo\u00a0Forbes, \u201cTr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 ti\u00eau chu\u1ea9n kinh doanh ng\u00e0y nay\u201d. M\u1ed9t s\u1ed1 doanh nghi\u1ec7p ch\u1ec9 t\u1eadp trung v\u00e0o b\u00e1n h\u00e0ng v\u00e0 ti\u1ebfp th\u1ecb d\u1eabn \u0111\u1ebfn vi\u1ec7c \u00edt t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng. \u0110\u00e2y l\u00e0 m\u1ed9t sai l\u1ea7m h\u00e0ng \u0111\u1ea7u. Ng\u01b0\u1ee3c l\u1ea1i, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t s\u1ebd c\u00f3 t\u00e1c \u0111\u1ed9ng t\u00edch c\u1ef1c \u0111\u1ebfn […]<\/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\/5270"}],"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=5270"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/5270\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=5270"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=5270"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=5270"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}