{"id":52942,"date":"2023-12-20T05:46:45","date_gmt":"2023-12-19T22:46:45","guid":{"rendered":"https:\/\/masterskills.org\/blog\/nhin-nhan-dung-ve-tu-dong-hoa-dich-vu-khach-hang.html"},"modified":"2023-12-20T05:46:45","modified_gmt":"2023-12-19T22:46:45","slug":"nhin-nhan-dung-ve-tu-dong-hoa-dich-vu-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/nhin-nhan-dung-ve-tu-dong-hoa-dich-vu-khach-hang.html","title":{"rendered":"Nh\u00ecn nh\u1eadn \u0111\u00fang v\u1ec1 t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng"},"content":{"rendered":"
Khi kh\u00e1ch h\u00e0ng ng\u00e0y c\u1ea3ng am hi\u1ec3u v\u1ec1 c\u00f4ng ngh\u1ec7 v\u00e0 c\u00f3 nhi\u1ec1u \u201c\u0111\u00f2i h\u1ecfi\u201d h\u01a1n, \u0111i\u1ec1u h\u1ecd k\u1ef3 v\u1ecdng quan tr\u1ecdng nh\u1ea5t v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u00f3 ch\u00ednh l\u00e0 t\u1ed1c \u0111\u1ed9. V\u00e0 t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 gi\u1ea3i ph\u00e1p quan tr\u1ecdng gi\u00fap c\u1ea3i thi\u1ec7n t\u1ed1c \u0111\u1ed9, n\u00e2ng cao m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng khi t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. Tuy nhi\u00ean, c\u00e1i g\u00ec c\u0169ng c\u00f3 hai m\u1eb7t \u2013 \u0111\u00e2y ch\u00ednh l\u00e0 l\u00fd do v\u00ec sao ch\u00fang ta s\u1ebd c\u00f9ng kh\u00e1m ph\u00e1 nh\u1eefng \u01b0u \u2013 nh\u01b0\u1ee3c \u0111i\u1ec3m c\u1ee7a t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00f3 th\u1ec3 h\u1ea1n ch\u1ebf t\u1ed1i \u0111a nh\u1eefng r\u1ee7i ro kh\u00f4ng \u0111\u00e1ng c\u00f3 khi ch\u00ednh th\u1ee9c \u0111\u01b0a v\u00e0o tri\u1ec3n khai.<\/p>\n
\"Y\u1ebfu<\/p>\n

Nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng c\u1ea7n c\u00e2n nh\u1eafc khi t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

T\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 y\u1ebfu t\u1ed1 g\u00f3p ph\u1ea7n c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m<\/h2>\n

Th\u1ef1c hi\u1ec7n c\u00e1c quy tr\u00ecnh t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng g\u00f3p ph\u1ea7n kh\u00f4ng nh\u1ecf trong vi\u1ec7c lo\u1ea1i b\u1ecf ho\u1eb7c gi\u1ea3m thi\u1ec3u y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi trong m\u1ed9t ph\u1ea1m vi nh\u1ea5t \u0111\u1ecbnh c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, tr\u00e1nh d\u01b0 th\u1eeba, l\u00e3ng ph\u00ed c\u0169ng nh\u01b0\u00a0l\u1ed7i ph\u00e1t sinh trong qu\u00e1 tr\u00ecnh l\u00e0m vi\u1ec7c.<\/p>\n

    \n
  • Tinh gi\u1ea3n c\u00e1c qu\u00e1 tr\u00ecnh<\/strong><\/li>\n<\/ul>\n

    T\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u00e1c \u0111\u1ed9ng r\u1ea5t l\u1edbn \u0111\u1ebfn quy tr\u00ecnh l\u00e0m vi\u1ec7c c\u1ee7a ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. Ch\u1eb3ng h\u1ea1n, c\u00e1c agent c\u00f3 th\u1ec3 t\u1ef1 \u0111\u1ed9ng nh\u1eadn v\u00e0 tri\u1ec3n khai c\u00e1c k\u1ecbch b\u1ea3n ph\u1ea3n h\u1ed3i cho nh\u1eefng tr\u01b0\u1eddng h\u1ee3p ph\u1ed5 bi\u1ebfn nh\u1ea5t. \u0110i\u1ec1u n\u00e0y \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c doanh nghi\u1ec7p s\u1ebd ti\u1ebft ki\u1ec7m \u0111\u01b0\u1ee3c kh\u00e1 nhi\u1ec1u ngu\u1ed3n l\u1ef1c khi agent kh\u00f4ng ph\u1ea3i l\u00e3ng ph\u00ed th\u1eddi gian g\u00f5 c\u00f9ng m\u1ed9t ph\u1ea3n h\u1ed3i v\u00e0i l\u1ea7n\/tu\u1ea7n.<\/p>\n

    Qu\u00e1 tr\u00ecnh n\u00e0y c\u0169ng t\u01b0\u01a1ng t\u1ef1 khi b\u1ea1n c\u00f3 th\u1ec3 t\u1ef1 \u0111\u1ed9ng h\u00f3a lu\u1ed3ng c\u00f4ng vi\u1ec7c b\u1eb1ng c\u00e1ch t\u1ed1i \u01b0u vi\u1ec7c ph\u00e2n b\u1ed5 c\u00e1c task v\u00e0 nhi\u1ec7m v\u1ee5 quan tr\u1ecdng: tr\u1ea3 l\u1eddi kh\u00e1ch h\u00e0ng v\u00e0 theo d\u00f5i t\u00ecnh hu\u1ed1ng c\u1ea7n h\u1ed7 tr\u1ee3 li\u00ean t\u1ee5c. Nh\u1eefng n\u1ed7 l\u1ef1c nh\u1ecf n\u00e0y gi\u00fap nh\u00f3m c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 t\u1ef1 \u201ct\u0103ng th\u00eam th\u1eddi gian l\u00e0m vi\u1ec7c\u201d t\u00ednh b\u1eb1ng gi\u1edd, th\u1eadm ch\u00ed l\u00e0 ng\u00e0y.<\/p>\n

    \"Th\u01b0<\/p>\n

    Th\u01b0 vi\u1ec7n c\u00e2u tr\u1ea3 l\u1eddi Masterskills s\u1ebd gi\u00fap agent c\u00f3 th\u00eam th\u1eddi gian x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng \u201ckh\u00f3 nh\u1eb1n\u201d<\/p>\n<\/div>\n

    B\u00ean c\u1ea1nh \u0111\u00f3, vi\u1ec7c \u1ee9ng d\u1ee5ng c\u00e1c t\u00e0i nguy\u00ean t\u1ef1 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng, nh\u01b0 trang FAQ s\u1ebd cho ph\u00e9p kh\u00e1ch h\u00e0ng gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 \u0111\u01a1n gi\u1ea3n c\u0169ng nh\u01b0 c\u00f3 ngay \u0111\u01b0\u1ee3c c\u00e2u tr\u1ea3 l\u1eddi cho c\u00e1c t\u00ednh hu\u1ed1ng ph\u1ed5 bi\u1ebfn thay v\u00ec ch\u1edd \u0111\u1ee3i \u0111\u1ebfn l\u01b0\u1ee3t \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. \u1ede ph\u00eda ng\u01b0\u1ee3c l\u1ea1i, nh\u1eefng gi\u1ea3i ph\u00e1p t\u1ef1 \u0111\u1ed9ng s\u1ebd gi\u00fap nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n c\u00f3 th\u00eam th\u1eddi gian t\u1eadp trung x\u1eed l\u00fd c\u00e1c t\u00ecnh hu\u1ed1ng \u201ckh\u00f3 nh\u1eb1n\u201d.<\/p>\n

      \n
    • C\u1ea3i thi\u1ec7n m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng<\/strong><\/li>\n<\/ul>\n

      Khi m\u1ed9t kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 v\u1edbi ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, th\u1eddi gian ch\u1edd \u0111\u1ee3i l\u00e2u l\u00e0 m\u1ed9t \u0111i\u1ec3m \u0111au m\u00e0 b\u1ea5t c\u1ee9 doanh nghi\u1ec7p n\u00e0o c\u0169ng kh\u00f4ng mu\u1ed1ng nh\u1eafc t\u1edbi. \u0110\u1ec3 r\u00fat ng\u1eafn t\u1ed1i \u0111a th\u1eddi gian ch\u1edd, b\u1ea1n c\u00f3 th\u1ec3 l\u1ef1a ch\u1ecdn: t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c k\u00eanh h\u1ed7 tr\u1ee3 ho\u1eb7c thu\u00ea th\u00eam nh\u00e2n vi\u00ean.<\/p>\n

      C\u00e1ch th\u1ee9 nh\u1ea5t c\u00f3 th\u1ec3 nh\u1edd t\u1edbi s\u1ef1 tr\u1ee3 gi\u00fap c\u1ee7a h\u1ec7 th\u1ed1ng IVR (Interactive Voice Response \u2013 h\u1ec7 th\u1ed1ng ph\u1ea3n h\u1ed3i t\u00edch h\u1ee3p gi\u1ecdng n\u00f3i) \u2013 h\u01b0\u1edbng d\u1eabn ng\u01b0\u1eddi g\u1ecdi t\u01b0\u01a1ng t\u00e1c v\u1edbi h\u1ec7 th\u1ed1ng th\u00f4ng qua s\u1eed d\u1ee5ng gi\u1ecdng n\u00f3i v\u00e0 b\u00e0n ph\u00edm \u0111i\u1ec7n tho\u1ea1i \u0111\u1ec3 t\u00ecm \u0111\u1ebfn ng\u01b0\u1eddi ph\u00f9 h\u1ee3p d\u1ef1a tr\u00ean nhu c\u1ea7u. H\u00ecnh th\u1ee9c n\u00e0y kh\u00f4ng ch\u1ec9 ti\u1ebft ki\u1ec7m th\u1eddi gian m\u00e0 c\u00f2n h\u1ea1n ch\u1ebf t\u1ed1i \u0111a s\u1ef1 k\u00e9m h\u00e0i l\u00f2ng hay th\u1ea5t v\u1ecdng khi ph\u1ea3i ch\u1edd \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

      \u0110\u1ed3ng th\u1eddi, t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n tr\u00e1nh xa nh\u1eefng xung \u0111\u1ed9t kh\u00f4ng \u0111\u00e1ng c\u00f3 v\u1edbi kh\u00e1ch h\u00e0ng, nh\u1edd v\u00e0o kh\u1ea3 n\u0103ng ph\u00e2n t\u00edch, d\u1ef1 \u0111o\u00e1n. Ghi \u00e2m cu\u1ed9c g\u1ecdi, nh\u1eadn d\u1ea1ng gi\u1ecdng n\u00f3i v.v c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n t\u00ecm ra nh\u1eefng \u0111i\u1ec3m chung nh\u1ea5t v\u1ec1 c\u00e1ch kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi s\u1ea3n ph\u1ea9m, b\u1ed9 ph\u1eadn b\u00e1n h\u00e0ng v\u00e0 k\u00eanh h\u1ed7 tr\u1ee3 c\u1ee7a b\u1ea1n, t\u1eeb \u0111\u00f3 c\u1ea3i thi\u1ec7n m\u1ee9c \u0111\u1ed9 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

        \n
      • Ti\u1ebft ki\u1ec7m chi ph\u00ed<\/strong><\/li>\n<\/ul>\n

        M\u1ed9t l\u1ef1a ch\u1ecdn kh\u00e1c \u0111\u1ec3 gi\u1ea3m th\u1eddi gian ch\u1edd v\u00e0 n\u00e2ng cao t\u1ed1c \u0111\u1ed9 ph\u1ee5c v\u1ee5 c\u1ee7a ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 tuy\u1ec3n th\u00eam nh\u00e2n vi\u00ean. Tuy nhi\u00ean, v\u1edbi nh\u1eefng start up hay doanh nghi\u1ec7p nh\u1ecf v\u1edbi ngu\u1ed3n v\u1ed1n \u1edf m\u1ee9c h\u1ea1n ch\u1ebf hay g\u1eb7p kh\u00f3 kh\u0103n trong vi\u1ec7c tuy\u1ec3n d\u1ee5ng, th\u00ec t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 gi\u1ea3i ph\u00e1p ho\u00e0n h\u1ea3o v\u1edbi m\u1ed9t nh\u00f3m tinh g\u1ecdn ho\u1ea1t \u0111\u1ed9ng thuy\u1ebft ph\u1ee5c v\u00e0 hi\u1ec7u qu\u1ea3.<\/p>\n

        B\u00ean c\u1ea1nh m\u1ed9t s\u1ed1 d\u1ecbch v\u1ee5 t\u1ef1 \u0111\u1ed9ng h\u00f3a kh\u00e1 t\u1ed1n k\u00e9m v\u00e0 kh\u00f3 kh\u0103n trong tri\u1ec3n khai, hi\u1ec7n \u0111\u00e3 c\u00f3 r\u1ea5t nhi\u1ec1u gi\u1ea3i ph\u00e1p ph\u00f9 h\u1ee3p h\u01a1n: b\u1ea1n ch\u1ec9 c\u1ea7n \u0111\u0103ng k\u00fd theo s\u1ed1 l\u01b0\u1ee3ng thu\u00ea bao h\u00e0ng th\u00e1ng. \u0110i\u1ec1u n\u00e0y \u0111\u1ed3ng ngh\u0129a v\u1edbi live chat, h\u1ec7 th\u1ed1ng CRM hay h\u1ec7 th\u1ed1ng \u0111i\u1ec7n tho\u1ea1i v.v b\u1ea1n s\u1ebd kh\u00f4ng l\u00e3ng ph\u00ed ti\u1ec1n b\u1ea1c trong khi h\u00ecnh th\u1ee9c \u0111\u0103ng k\u00fd c\u0169ng kh\u00e1 thu\u1eadn ti\u1ec7n, ph\u00f9 h\u1ee3p v\u1edbi quy m\u00f4, nhu c\u1ea7u c\u1ee7a nhi\u1ec1u doanh nghi\u1ec7p.<\/p>\n

        \"C\u00e1<\/p>\n

        C\u00e2n b\u1eb1ng gi\u1eefa chi ph\u00ed v\u00e0 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng khi \u1ee9ng d\u1ee5ng t\u1ef1 \u0111\u1ed9ng h\u00f3a<\/p>\n<\/div>\n

          \n
        • \u0110\u00f3n \u0111\u1ea7u s\u1ef1 thay \u0111\u1ed5i v\u1ec1 nh\u00e2n kh\u1ea9u h\u1ecdc trong t\u01b0\u01a1ng lai<\/strong><\/li>\n<\/ul>\n

          Th\u1ebf h\u1ec7 Y (nh\u1eefng ng\u01b0\u1eddi sinh ra trong giai \u0111o\u1ea1n t\u1eeb \u0111\u1ea7u th\u1eadp ni\u00ean 1980 \u0111\u1ebfn \u0111\u1ea7u th\u1eadp ni\u00ean 2000) \u0111ang trong qu\u00e1 tr\u00ecnh chi\u1ebfm ng\u00f4i th\u1ebf h\u1ec7 X v\u00e0 th\u1ebf h\u1ec7 baby \u2013 boomers (nh\u1eefng ng\u01b0\u1eddi sinh v\u00e0o kho\u1ea3ng th\u1eddi gian t\u1eeb n\u0103m 1946 \u2013 1964 \u1edf Anh, M\u1ef9, Canada v\u00e0 Australia) c\u1ea3 v\u1ec1 s\u1ed1 l\u01b0\u1ee3ng v\u00e0 s\u1ee9c mua. V\u00e0 ch\u1eb3ng bao l\u00e2u n\u1eefa, th\u1ebf h\u1ec7 thi\u00ean ni\u00ean k\u1ef7 n\u00e0y s\u1ebd chi\u1ebfm ph\u1ea7n l\u1edbn nh\u1ea5t trong danh s\u00e1ch kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p. \u0110i\u1ec1u hi\u1ec3n nhi\u00ean, s\u1ef1 gia t\u0103ng v\u00e0 thay \u0111\u1ed5i v\u1ec1 nh\u00e2n kh\u1ea9u h\u1ecdc n\u00e0y s\u1ebd tr\u1edf th\u00e0nh m\u1ed1i lo c\u1ee7a ch\u1ee7 doanh nghi\u1ec7p v\u00e0 nh\u1eefng ng\u01b0\u1eddi ch\u1ee9ng ki\u1ebfn \u200b\u200bn\u00f3.<\/p>\n

          To\u00e0n b\u1ed9 th\u1ebf h\u1ec7 Y th\u01b0\u1eddng b\u1ecb \u0111\u00e1nh \u0111\u1ed3ng v\u1edbi \u0111\u1eb7c tr\u01b0ng l\u00e0 l\u01b0\u1eddi bi\u1ebfng, c\u00f3 th\u00f3i quen \u0111\u00f2i h\u1ecfi quy\u1ec1n l\u1ee3i v\u00e0 kh\u00e1 xa c\u00e1ch. Hay m\u1ed9t c\u00e1ch kh\u00e1c \u0111\u1ec3 n\u00f3i v\u1ec1 nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y: s\u1edf h\u1eefu n\u1ec1n t\u1ea3ng k\u1ef9 thu\u1eadt s\u1ed1 v\u00e0 c\u00f3 xu h\u01b0\u1edbng t\u1ef1 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1. Theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Capterra, 70% ph\u1ee5 n\u1eef thu\u1ed9c th\u1ebf h\u1ec7 Y t\u1ecf ra tho\u1ea3i m\u00e1i khi gi\u1ea3i quy\u1ebft m\u1ed9t v\u1ea5n \u0111\u1ec1 \u0111\u01a1n gi\u1ea3n m\u00e0 mu\u1ed1n kh\u00f4ng tr\u00f2 chuy\u1ec7n, xin \u00fd ki\u1ebfn c\u1ee7a ng\u01b0\u1eddi kh\u00e1c.<\/p>\n

          60% th\u1ebf h\u1ec7 thi\u00ean ni\u00ean k\u1ef7 c\u0169ng c\u1ea3m th\u1ea5y kh\u00e1 h\u00e0i l\u00f2ng v\u1ec1 b\u1ea3n th\u00e2n c\u0169ng nh\u01b0 doanh nghi\u1ec7p khi cho ph\u00e9p h\u1ecd c\u00f3 th\u1ec3 t\u1ef1 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 theo c\u00e1ch ri\u00eang c\u1ee7a h\u1ecd. Kh\u00f4ng ch\u1ec9 tho\u1ea3i m\u00e1i khi t\u1ef1 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 v\u1edbi s\u1ef1 tr\u1ee3 gi\u00fap c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ef1 \u0111\u1ed9ng m\u00e0 h\u1ecd c\u00f2n t\u1ecf ra r\u1ea5t h\u00e0o h\u1ee9ng khi c\u00f3 c\u01a1 h\u1ed9i l\u00e0m \u0111i\u1ec1u \u0111\u00f3 m\u1ed9t m\u00ecnh v\u00e0 c\u1ea3m th\u1ea5y g\u1eafn k\u1ebft v\u1edbi th\u01b0\u01a1ng hi\u1ec7u trong t\u1eebng c\u00e2u h\u1ecfi. M\u1ed9t ph\u1ea7n nh\u1ecf c\u00e1c kh\u00e1ch h\u00e0ng \u0111\u00e3 c\u00f3 s\u1ef1 am hi\u1ec3u \u00edt nhi\u1ec1u th\u1eadm ch\u00ed c\u00f2n kh\u00f4ng y\u00eau c\u1ea7u s\u1ef1 h\u1ed7 tr\u1ee3 c\u1ee7a ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, do \u0111\u00f3, s\u1ef1 thay \u0111\u1ed5i v\u1ec1 nh\u00e2n kh\u1ea9u h\u1ecdc trong danh s\u00e1ch kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p l\u00e0 c\u01a1 h\u1ed9i quan tr\u1ecdng m\u00e0 b\u1ea1n c\u1ea7n ph\u1ea3i n\u1eafm l\u1ea5y thay v\u00ec c\u1ea3m th\u1ea5y kh\u00f3 ch\u1ecbu.<\/p>\n

          Nh\u1eefng l\u01b0u \u00fd khi tri\u1ec3n khai t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/h2>\n

          N\u1ebfu qu\u00e1 tr\u00ecnh t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng gi\u00fap tinh gi\u1ea3n qu\u00e1 tr\u00ecnh, n\u00e2ng cao m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 h\u1ea1n ch\u1ebf t\u1ed1i \u0111a sai l\u1ea7m kh\u00f4ng \u0111\u00e1ng c\u00f3 t\u1eeb y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi th\u00ec trong qu\u00e1 tr\u00ecnh tri\u1ec3n khai v\u00e0 t\u1ed1i \u01b0u v\u1eabn c\u00f2n t\u1ed3n t\u1ea1i nh\u1eefng y\u1ebfu t\u1ed1 doanh nghi\u1ec7p c\u1ea7n c\u00e2n nh\u1eafc.<\/p>\n

            \n
          • Thi\u1ebfu s\u1ef1 k\u1ebft n\u1ed1i c\u00e1 nh\u00e2n<\/strong><\/li>\n<\/ul>\n

            Y\u1ebfu t\u1ed1 \u0111\u1ea7u ti\u00ean ch\u00ednh l\u00e0 khi t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, b\u1ea1n c\u1ea7n gi\u1ea3m thi\u1ec3u y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi trong qu\u00e1 tr\u00ecnh h\u1ed7 tr\u1ee3. V\u00ec l\u1ebd \u0111\u00f3, \u0111\u00f4i khi kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 c\u1ea3m th\u1ea5y kh\u00f3 ch\u1ecbu khi ph\u1ea3i k\u1ebft n\u1ed1i v\u1edbi m\u1ed9t c\u00e1i m\u00e1y. B\u1edfi, s\u1ef1 \u0111\u1ed3ng c\u1ea3m \u2013 m\u1ed9t kh\u1ea3 n\u0103ng \u0111\u1eb7c bi\u1ec7t c\u1ee7a con ng\u01b0\u1eddi l\u1ea1i \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong th\u00e0nh c\u00f4ng c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng: nh\u1eefng t\u01b0\u01a1ng t\u00e1c v\u1ec1 c\u1ea3m x\u00fac v\u1edbi th\u01b0\u01a1ng hi\u1ec7u \u0111\u01b0\u1ee3c cho l\u00e0 gi\u1ea3m t\u00ecnh tr\u1ea1ng ti\u00eau c\u1ef1c v\u00e0 t\u0103ng c\u01b0\u1eddng s\u1ef1 \u1ee7ng h\u1ed9 gi\u1eefa kh\u00e1ch h\u00e0ng \u2013 doanh nghi\u1ec7p.<\/p>\n

            Tr\u1edf l\u1ea1i v\u00ed d\u1ee5 v\u1ec1 th\u1ebf h\u1ec7 thi\u00ean ni\u00ean k\u1ef7. M\u1eb7c d\u00f9 h\u1ecd hoan ngh\u00eanh c\u01a1 h\u1ed9i ch\u1ee9ng t\u1ecf kh\u1ea3 n\u0103ng t\u1ef1 ph\u1ee5c v\u1ee5, nh\u01b0ng h\u1ecd c\u0169ng c\u00f3 khuynh h\u01b0\u1edbng b\u1ea3o v\u1ec7 c\u00e1c th\u01b0\u01a1ng hi\u1ec7u m\u00e0 m\u00ecnh \u0111\u00e3 c\u00f3 s\u1ef1 k\u1ebft n\u1ed1i v\u1ec1 c\u1ea3m x\u00fac. Qu\u00e1 tr\u00ecnh n\u00e2ng cao m\u1ee9c \u0111\u1ed9 tin c\u1eady c\u00f3 th\u1ec3 b\u1ecb c\u1ea3n tr\u1edf b\u1edfi s\u1ef1 t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, nh\u1ea5t l\u00e0 khi m\u1ed9t ng\u01b0\u1eddi \u0111ang t\u00ecm ki\u1ebfm l\u1eddi khuy\u00ean v\u00e0 h\u1ed7 tr\u1ee3 \u00edt nhi\u1ec1u ch\u1eafc s\u1ebd kh\u00f3 h\u00e0i l\u00f2ng v\u1edbi m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ef1 \u0111\u1ed9ng n\u1ebfu so s\u00e1nh v\u1edbi m\u1ed9t con ng\u01b0\u1eddi th\u1ef1c s\u1ef1.<\/p>\n

            \"T\u1ef1<\/p>\n

            T\u1ef1 \u0111\u1ed9ng \u0111\u1ed3ng b\u1ed9 d\u1eef li\u1ec7u gi\u1eefa c\u00e1c \u1ee9ng d\u1ee5ng t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng mang l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n h\u00f3a<\/p>\n<\/div>\n

              \n
            • Kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u<\/strong><\/li>\n<\/ul>\n

              Thi\u1ebft k\u1ebf h\u1ec7 th\u1ed1ng y\u1ebfu k\u00e9m v\u00e0 thi\u1ebfu \u0111i t\u00ednh c\u00e1 nh\u00e2n h\u00f3a c\u00f3 th\u1ec3 \u1ea3nh h\u01b0\u1edfng ti\u00eau c\u1ef1c \u0111\u1ebfn h\u1ec7 th\u1ed1ng t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p. N\u1ebfu IVR c\u1ee7a b\u1ea1n l\u00e0m cho kh\u00e1ch h\u00e0ng \u0111i v\u00f2ng v\u00f2ng, h\u1ed7 tr\u1ee3 qua live chat b\u1eaft kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u hay chatbot kh\u00f4ng th\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng th\u00ec t\u1ef1 \u0111\u1ed9ng h\u00f3a s\u1ebd g\u00e2y h\u1ea1i thay v\u00ec c\u00f3 l\u1ee3i.<\/p>\n

              T\u01b0\u01a1ng t\u1ef1, n\u1ebfu c\u00e1c quy tr\u00ecnh t\u1ef1 \u0111\u1ed9ng kh\u00e1c nhau c\u1ee7a b\u1ea1n l\u1ea1i ch\u01b0a \u0111\u1ed3ng b\u1ed9 c\u01a1 s\u1edf d\u1eef li\u1ec7u \u0111\u1ec3 c\u00f3 th\u1ec3 ph\u00e2n t\u00edch v\u00e0 tham chi\u1ebfu ch\u00e9o, th\u00ec b\u1ea1n s\u1ebd kh\u00f3 m\u00e0 t\u1eadn d\u1ee5ng t\u1ed1i \u0111a nh\u1eefng \u01b0u th\u1ebf c\u1ee7a t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n

                \n
              • \u1ea2nh h\u01b0\u1edfng x\u1ea5u\u00a0t\u1edbi danh ti\u1ebfng th\u01b0\u01a1ng hi\u1ec7u<\/strong><\/li>\n<\/ul>\n

                Kh\u00e1ch h\u00e0ng th\u01b0\u1eddng c\u00f3 xu h\u01b0\u1edbng \u0111\u00e1nh \u0111\u1ed3ng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. N\u1ebfu d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ef1 \u0111\u1ed9ng c\u1ee7a b\u1ea1n khi\u1ebfn h\u1ecd th\u1ea5t v\u1ecdng hay kh\u00f3 ch\u1ecbu, h\u1ecd s\u1ebd nhanh ch\u00f3ng b\u1ecf th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n m\u00e0 \u0111i. M\u00e0 nguy\u00ean nh\u00e2n c\u00f3 th\u1ec3 b\u1eaft ngu\u1ed3n t\u1eeb nguy\u00ean nh\u00e2n s\u1ef1 s\u1eafp x\u1ebfp c\u00e1c qu\u00e1 tr\u00ecnh ch\u01b0a th\u1ef1c s\u1ef1 ph\u00f9 h\u1ee3p, thi\u1ebfu s\u1ef1 hi\u1ec7n di\u1ec7n c\u1ee7a y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi, ho\u1eb7c c\u1ea3 hai.<\/p>\n

                Kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng th\u01b0\u1eddng c\u00f3 xu h\u01b0\u1edbng chia s\u1ebb nhi\u1ec1u h\u01a1n, v\u00ec v\u1eady, m\u1ee9c \u0111\u1ed9 \u1ea3nh h\u01b0\u1edfng l\u1edbn h\u01a1n nh\u1eefng ng\u01b0\u1eddi h\u00e0i l\u00f2ng v\u00e0 c\u00f3 th\u1ec3 nhanh ch\u00f3ng nh\u1ea5n ch\u00ecm danh ti\u1ebfng th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

                L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3\u00a0t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng mang l\u1ea1i hi\u1ec7u qu\u1ea3?<\/h2>\n

                \u0110\u1ec3 tr\u00e1nh nh\u1eefng sai l\u1ea7m \u0111\u01b0\u1ee3c n\u00eau chi ti\u1ebft trong ph\u1ea7n tr\u01b0\u1edbc, d\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 l\u1ef1a ch\u1ecdn ph\u00f9 h\u1ee3p \u0111\u1ec3 gi\u00fap doanh nghi\u1ec7p d\u1ec5 d\u00e0ng \u1ee9ng d\u1ee5ng v\u00e0o t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng nh\u01b0ng v\u1eabn \u0111\u1ea3m b\u1ea3o \u0111\u01b0\u1ee3c s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 c\u00e1 nh\u00e2n h\u00f3a \u1edf m\u1ee9c t\u1ed1i \u0111a.<\/p>\n

                  \n
                • L\u1ef1a ch\u1ecdn h\u00ecnh th\u1ee9c ph\u00f9 h\u1ee3p<\/strong><\/li>\n<\/ul>\n

                  L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 t\u1ea1o \u0111\u01b0\u1ee3c s\u1ef1 g\u1eafn b\u00f3, quen thu\u1ed9c v\u1edbi kh\u00e1ch h\u00e0ng khi n\u00f3i \u0111\u1ebfn t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng? C\u00e2u tr\u1ea3 l\u1eddi l\u00e0 quan tr\u1ecdng nh\u1ea5t n\u1eb1m \u1edf vi\u1ec7c l\u1ef1a ch\u1ecdn c\u00e1c nhi\u1ec7m v\u1ee5 v\u00e0 quy tr\u00ecnh \u0111\u1ec3 t\u1ef1 \u0111\u1ed9ng h\u00f3a. S\u1ef1 thay \u0111\u1ed5i c\u1ee7a c\u00e1c tr\u01b0\u1eddng h\u1ee3p quen thu\u1ed9c, l\u1eb7p \u0111i l\u1eb7p l\u1ea1i hay t\u00e0i nguy\u00ean t\u1ef1 ph\u1ee5c v\u1ee5, v.v \u2026 s\u1ebd l\u00e0 \u0111i\u1ec1u kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e2n vi\u00ean ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng s\u1ebd c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 thay \u0111\u1ed5i r\u00f5 r\u1ec7t nh\u1ea5t khi t\u1ef1 \u0111\u1ed9ng h\u00f3a. M\u1ed9t nguy\u00ean t\u1eafc chung: n\u1ebfu qu\u00e1 tr\u00ecnh t\u1ef1 \u0111\u1ed9ng ho\u00e1 kh\u00f4ng \u0111\u1ed3ng nh\u1ea5t v\u00e0 h\u1eefu \u00edch cho nh\u00f3m c\u1ee7a b\u1ea1n, kh\u00e1ch h\u00e0ng ho\u1eb7c c\u1ea3 hai, h\u00e3y lo\u1ea1i lu\u00f4n kh\u1ecfi danh s\u00e1ch.<\/p>\n

                  Tuy nhi\u00ean, \u0111\u1eebng qu\u00ean x\u00e2y d\u1ef1ng quy tr\u00ecnh \u0111\u1ec3 h\u1ed7 tr\u1ee3 ch\u00ednh x\u00e1c nhu c\u1ea7u v\u00e0 \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng. Ch\u1eb3ng h\u1ea1n, v\u1edbi m\u1ed9t kh\u00e1ch h\u00e0ng c\u0169 khi quay l\u1ea1i site, b\u1ea1n c\u00f3 th\u1ec3 kh\u00f4ng c\u1ea7n gi\u1edbi thi\u1ec7u qu\u00e1 tr\u00ecnh l\u1ef1a ch\u1ecdn s\u1ea3n ph\u1ea9m ho\u1eb7c thanh to\u00e1n, tuy nhi\u00ean, v\u1edbi nh\u1eefng ng\u01b0\u1eddi d\u00f9ng l\u1ea7n \u0111\u1ea7u ho\u1eb7c quay l\u1ea1i sau m\u1ed9t th\u1eddi gian d\u00e0i c\u00f3 th\u1ec3 c\u1ea7n t\u1edbi m\u1ed9t s\u1ed1 h\u01b0\u1edbng d\u1eabn chi ti\u1ebft h\u01a1n. M\u1ed9t qu\u00e1 tr\u00ecnh t\u1ef1 \u0111\u1ed9ng c\u00f3 th\u1ec3 ti\u1ebft ki\u1ec7m ngu\u1ed3n l\u1ef1c nh\u01b0ng \u0111\u1eebng t\u1ea1o cho kh\u00e1ch h\u00e0ng c\u1ea3m gi\u00e1c th\u1ea5t v\u1ecdng ho\u1eb7c b\u1ecb b\u1ecf r\u01a1i.<\/p>\n

                  \"Trigger<\/p>\n

                  Trigger m\u1eddi chat Masterskills trong t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

                  Ch\u1eb3ng h\u1ea1n khi s\u1eed d\u1ee5ng livechat nh\u01b0 Masterskills, c\u00e1c b\u1ea1n ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 t\u1ef1 \u0111\u1ed9ng m\u1eddi chat khi s\u1eed d\u1ee5ng trigger: thay v\u00ec b\u1ea1n ph\u1ea3i theo d\u00f5i t\u1eebng kh\u00e1ch truy c\u1eadp \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c, b\u1ea1n c\u00f3 th\u1ec3 \u0111\u1eb7t t\u1ef1 \u0111\u1ed9ng m\u1eddi kh\u00e1ch t\u01b0\u01a1ng t\u00e1c b\u1eb1ng vi\u1ec7c thi\u1ebft l\u1eadp trigger theo c\u00e1c tr\u01b0\u1eddng h\u1ee3p:<\/p>\n

                    \n
                  • T\u1ef1 \u0111\u1ed9ng m\u1eddi chat sau khi kh\u00e1ch \u0111\u00e3 ch\u1ecdn \u0111\u01b0\u1ee3c s\u1ea3n ph\u1ea9m (xem trang chi ti\u1ebft s\u1ea3n ph\u1ea9m)<\/li>\n
                  • T\u1ef1 \u0111\u1ed9ng m\u1eddi chat khi kh\u00e1ch r\u1eddi trang gi\u1ecf h\u00e0ng m\u00e0 kh\u00f4ng thanh to\u00e1n<\/li>\n
                  • T\u1ef1 \u0111\u1ed9ng m\u1eddi chat ngay khi kh\u00e1ch v\u00e0o website (th\u1ec3 hi\u1ec7n s\u1ef1 s\u1eb5n s\u00e0ng h\u1ed7 tr\u1ee3)\u2026<\/li>\n<\/ul>\n

                    Kh\u00f4ng nh\u1eefng th\u1ebf, khi trigger t\u1ef1 \u0111\u1ed9ng m\u1eddi chat ho\u1ea1t \u0111\u1ed9ng, c\u1eeda s\u1ed5 chat ph\u00eda kh\u00e1ch truy c\u1eadp s\u1ebd t\u1ef1 \u0111\u1ed9ng m\u1edf ra v\u00e0 k\u00e8m theo \u00e2m b\u00e1o c\u00f3 tin nh\u1eafn m\u1edbi, thu h\u00fat s\u1ef1 ch\u00fa \u00fd c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 v\u00e0o chat. V\u00e0 tin nh\u1eafn m\u1eddi chat s\u1ebd \u0111\u01b0\u1ee3c g\u1eedi \u0111i d\u01b0\u1edbi t\u00ean m\u1ed9t agent (b\u1ea1n c\u00f3 th\u1ec3 t\u1ea1o m\u1ed9t agent \u1ea3o ho\u1eb7c l\u1ef1a ch\u1ecdn 1 trong c\u00e1c agent trong t\u00e0i kho\u1ea3n), t\u1ea1o s\u1ef1 c\u00e1 nh\u00e2n h\u00f3a trong tr\u1ea3i nghi\u1ec7m khi kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

                    Tuy nhi\u00ean, kh\u00e1ch h\u00e0ng ng\u00e0y nay l\u1ea1i mong \u0111\u1ee3i s\u1ef1 nh\u1ea5t qu\u00e1n tr\u00ean h\u1ebft t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh d\u1ecbch v\u1ee5 m\u00e0 b\u1ea1n cung c\u1ea5p nh\u01b0ng \u0111i\u1ec1u n\u00e0y l\u1ea1i kh\u00f4ng \u0111\u1ed3ng ngh\u0129a l\u00e0 t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh h\u1ed7 tr\u1ee3 \u0111\u1ec1u c\u1ea7n tri\u1ec3n khai t\u1ef1 \u0111\u1ed9ng h\u00f3a m\u00e0 vi\u1ec7c t\u1ef1 \u0111\u1ed9ng h\u00f3a ch\u1ec9 n\u00ean \u00e1p d\u1ee5ng t\u1ea1i m\u1ed9t s\u1ed1 k\u00eanh c\u00f3 l\u1ee3i nh\u1ea5t cho kh\u00e1ch h\u00e0ng \u0111\u1ec3 h\u1ea1n ch\u1ebf t\u1ed1i \u0111a s\u1ef1 l\u00e3ng ph\u00ed v\u1ec1 ngu\u1ed3n l\u1ef1c.<\/p>\n

                      \n
                    • \u0110\u1ed3ng b\u1ed9 d\u1eef li\u1ec7u tr\u00ean c\u00e1c k\u00eanh d\u1ecbch v\u1ee5<\/strong><\/li>\n<\/ul>\n

                      M\u1ed9t c\u00e1ch \u0111\u1ec3 mang l\u1ea1i hi\u1ec7u qu\u1ea3 t\u1ed1t nh\u1ea5t t\u1eeb vi\u1ec7c t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 \u0111\u1ed3ng b\u1ed9 th\u00f4ng tin t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh m\u00e0 doanh nghi\u1ec7p \u0111ang s\u1edf h\u1eefu. M\u1eb7c d\u00f9 \u0111\u00e2y l\u00e0 m\u1ed9t tr\u1edf ng\u1ea1i l\u1edbn cho th\u00e0nh c\u00f4ng chi\u1ebfn l\u01b0\u1ee3c \u0111a k\u00eanh th\u00e0nh c\u00f4ng c\u0169ng nh\u01b0 t\u1ef1 \u0111\u1ed9ng h\u00f3a, nh\u01b0ng l\u1ea1i c\u1ea7n thi\u1ebft v\u00e0 mang t\u1edbi nh\u1eefng k\u1ebft qu\u1ea3 \u0111\u00e1ng kinh ng\u1ea1c.<\/p>\n

                      B\u1ea1n s\u1ebd c\u1ea3m th\u1ea5y th\u1ebf n\u00e0o khi m\u00ecnh ph\u1ea3i l\u1eb7p \u0111i l\u1eb7p l\u1ea1i c\u00f9ng m\u1ed9t v\u1ea5n \u0111\u1ec1 v\u1edbi t\u1eebng nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng m\u1ed7i khi li\u00ean h\u1ec7? Ch\u1eafc ch\u1eafn l\u00e0 r\u1ea5t kh\u00f3 ch\u1ecbu \u0111\u00fang kh\u00f4ng, kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n c\u0169ng th\u1ebf. V\u00ec v\u1eady, \u0111\u1ea3m b\u1ea3o r\u1eb1ng quy tr\u00ecnh t\u1ef1 \u0111\u1ed9ng c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 k\u1ebft h\u1ee3p \u0103n \u00fd v\u1edbi nhau v\u00e0 v\u1edbi c\u00e1c c\u00f4ng c\u1ee5 kh\u00e1c l\u00e0 m\u1ed9t \u0111i\u1ec1u kh\u00e1 quan tr\u1ecdng: n\u1ed9i dung c\u00e1c cu\u1ed9c tr\u00f2 chuy\u1ec7n, ghi \u00e2m cu\u1ed9c g\u1ecdi, ticket, email v\u00e0 nhi\u1ec1u th\u1ee9 kh\u00e1c n\u00ean \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p trong m\u1ed9t giao di\u1ec7n \u0111\u01a1n gi\u1ea3n v\u00e0 d\u1ec5 d\u00e0ng ti\u1ebfp c\u1eadn ch\u1eafc ch\u1eafn s\u1ebd h\u1ed7 tr\u1ee3 \u0111\u1eafc l\u1ef1c trong vi\u1ec7c mang t\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o.<\/p>\n

                        \n
                      • \u0110\u1eebng l\u00e3ng qu\u00ean y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi<\/strong><\/li>\n<\/ul>\n

                        T\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng s\u1ebd mang l\u1ea1i l\u1ee3i \u00edch cho c\u1ea3 doanh nghi\u1ec7p c\u0169ng nh\u01b0 kh\u00e1ch h\u00e0ng. Ti\u1ebft ki\u1ec7m th\u1eddi gian v\u00e0 ngu\u1ed3n l\u1ef1c nh\u01b0ng \u0111\u1ed3ng th\u1eddi \u0111\u1eebng l\u00e3ng qu\u00ean y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi trong c\u00e1c ho\u1ea1t \u0111\u1ed9ng c\u1ee7a ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. Thay v\u00e0o \u0111\u00f3, th\u1eddi gian v\u00e0 ngu\u1ed3n l\u1ef1c ti\u1ebft ki\u1ec7m \u0111\u01b0\u1ee3c n\u00ean t\u00e1i \u0111\u1ea7u t\u01b0 v\u00e0o \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean \u2013 v\u1edbi ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o, c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 hi\u1ec7u qu\u1ea3 \u0111\u1ec3 gi\u00fap h\u1ecd s\u1edf h\u1eefu nh\u1eefng v\u0169 kh\u00ed t\u1ed1t nh\u1ea5t trong qu\u00e1 tr\u00ecnh l\u00e0m vi\u1ec7c, song song v\u1edbi c\u00f4ng ngh\u1ec7 t\u1ef1 \u0111\u1ed9ng h\u00f3a.<\/p>\n

                        Trong b\u1ed1i c\u1ea3nh c\u00e1c nhi\u1ec7m v\u1ee5 v\u00e0 v\u1ea5n \u0111\u1ec1 ng\u00e0y c\u00e0ng ph\u1ee9c t\u1ea1p, y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi ch\u00ednh l\u00e0 n\u00e9t b\u1ed5 sung ho\u00e0n h\u1ea3o trong vi\u1ec7c mang t\u1edbi cho kh\u00e1ch h\u00e0ng nh\u1eefng d\u1ecbch v\u1ee5 ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 th\u1ea5u hi\u1ec3u. B\u00ean c\u1ea1nh \u0111\u00f3, b\u1ed5 sung l\u1ef1a ch\u1ecdn \u0111\u1ec3 tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp v\u1edbi nh\u00e2n vi\u00ean ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng khi c\u00e1c \u201cth\u01b0\u1ee3ng \u0111\u1ebf\u201d y\u00eau c\u1ea7u c\u0169ng n\u00ean \u0111\u01b0\u1ee3c c\u00e2n nh\u1eafc. V\u00e0 ch\u1eafc ch\u1eafn, t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng m\u1eb7c d\u00f9 c\u00f3 \u00fd ngh\u0129a r\u1ea5t l\u1edbn nh\u01b0ng n\u00f3 kh\u00f4ng ph\u1ea3i b\u1ec7 \u0111\u1ee1 cho s\u1ef1 qu\u1ea3n l\u00fd y\u1ebfu k\u00e9m.<\/p>\n

                          \n
                        • Th\u1eed nghi\u1ec7m v\u00e0 c\u1ea3i ti\u1ebfn<\/strong><\/li>\n<\/ul>\n

                          Th\u00e0nh c\u00f4ng khi \u1ee9ng d\u1ee5ng t\u1ef1 \u0111\u1ed9ng ho\u00e1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng n\u00ean \u0111\u01b0\u1ee3c t\u1ed5ng h\u00f2a t\u1eeb \u0111\u00e1nh gi\u00e1 kh\u00e1ch quan c\u1ee7a kh\u00e1ch h\u00e0ng, m\u1ee9c \u0111\u1ed9 h\u1eefu \u00edch v\u1edbi nh\u00e2n vi\u00ean ph\u00f2ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 \u1ea3nh h\u01b0\u1edfng t\u00edch c\u1ef1c t\u1edbi l\u1ee3i nhu\u1eadn c\u1ee7a doanh nghi\u1ec7p. \u0110\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y, vi\u1ec7c t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u1ea7n ph\u1ea3i \u0111\u01b0\u1ee3c t\u1ed1i \u01b0u v\u00e0 c\u1ea3i ti\u1ebfn th\u01b0\u1eddng xuy\u00ean, b\u1edfi vi\u1ec7c chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a b\u1ea1n ch\u1ec9 th\u1ef1c s\u1ef1 ho\u00e0n h\u1ea3o khi c\u00e1c v\u1ea5n \u0111\u1ec1 li\u00ean t\u1ee5c \u0111\u01b0\u1ee3c \u0111i\u1ec1u ch\u1ec9nh.<\/p>\n

                          Trong khi \u0111\u1ed9i ng\u0169 k\u1ef9 thu\u1eadt ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u1ec1 vi\u1ec7c duy tr\u00ec v\u00e0 tinh ch\u1ec9nh quy tr\u00ecnh; th\u1eed nghi\u1ec7m \u0111\u1ec3 thay \u0111\u1ed5i t\u1eeb t\u1eeb v\u00e0 theo c\u00e1c ph\u00e2n \u0111o\u1ea1n nh\u1ecf \u1edf l\u1ea7n \u0111\u1ea7u ti\u00ean \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 th\u00ec tham kh\u1ea3o \u00fd ki\u1ebfn \u200b\u200bph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng khi b\u1ea1n b\u1eaft \u0111\u1ea7u t\u1ef1 \u0111\u1ed9ng h\u00f3a l\u00e0 \u0111i\u1ec1u b\u1ea1n kh\u00f4ng n\u00ean b\u1ecf qua. B\u1edfi, ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t ph\u1ea7n r\u1ea5t quan tr\u1ecdng c\u1ee7a b\u1ea5t k\u1ef3 chi\u1ebfn l\u01b0\u1ee3c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng n\u00e0o v\u00e0 t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u0169ng kh\u00f4ng ph\u1ea3i l\u00e0 ngo\u1ea1i l\u1ec7. B\u1eb1ng c\u00e1ch theo d\u00f5i c\u00e1ch kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi nh\u1eefng thay \u0111\u1ed5i m\u00e0 b\u1ea1n th\u1ef1c hi\u1ec7n, b\u1ea1n s\u1ebd t\u00ecm ra \u0111\u01b0\u1ee3c l\u1ef1a ch\u1ecdn n\u00e0o nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 ch\u00e0o \u0111\u00f3n nh\u1ea5t c\u0169ng nh\u01b0 mang l\u1ea1i l\u1ee3i \u00edch thi\u1ebft th\u1ef1c.<\/p>\n

                          Con \u0111\u01b0\u1eddng \u0111i t\u1edbi th\u00e0nh c\u00f4ng kh\u00f4ng bao gi\u1edd l\u00e0 b\u1eb1ng ph\u1eb3ng, nh\u01b0ng v\u1edbi s\u1ef1 chu\u1ea9n b\u1ecb k\u1ef9 l\u01b0\u1ee1ng v\u00e0 chi ti\u1ebft, chi\u1ebfn l\u01b0\u1ee3c t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u00f9ng v\u1edbi s\u1ef1 th\u1ea5u hi\u1ec3u t\u00e2m l\u00fd \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau ch\u1eafc ch\u1eafn s\u1ebd mang l\u1ea1i hi\u1ec7u qu\u1ea3 t\u00edch c\u1ef1c cho doanh nghi\u1ec7p.<\/p>\n

                          Theo\u00a0Aircall.io<\/em><\/p>\n

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

                            \n
                          • H\u1ecdc g\u00ec t\u1eeb c\u00e1ch Amazon, Verizon v\u00e0 Comcast ph\u00e1t tri\u1ec3n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng?<\/em><\/li>\n
                          • T\u0103ng gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng nh\u1edd kh\u00e1c bi\u1ec7t h\u00f3a tr\u1ea3i nghi\u1ec7m<\/em><\/li>\n
                          • C\u00f3 g\u00ec kh\u00e1c bi\u1ec7t khi k\u1ebft h\u1ee3p Marketing Automation v\u1edbi CRM?<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

                            Khi kh\u00e1ch h\u00e0ng ng\u00e0y c\u1ea3ng am hi\u1ec3u v\u1ec1 c\u00f4ng ngh\u1ec7 v\u00e0 c\u00f3 nhi\u1ec1u \u201c\u0111\u00f2i h\u1ecfi\u201d h\u01a1n, \u0111i\u1ec1u h\u1ecd k\u1ef3 v\u1ecdng quan tr\u1ecdng nh\u1ea5t v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u00f3 ch\u00ednh l\u00e0 t\u1ed1c \u0111\u1ed9. V\u00e0 t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 gi\u1ea3i ph\u00e1p quan tr\u1ecdng gi\u00fap c\u1ea3i thi\u1ec7n t\u1ed1c \u0111\u1ed9, n\u00e2ng cao m\u1ee9c […]<\/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\/52942"}],"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=52942"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52942\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52942"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52942"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52942"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}