{"id":53212,"date":"2023-12-20T06:39:45","date_gmt":"2023-12-19T23:39:45","guid":{"rendered":"https:\/\/masterskills.org\/blog\/xu-huong-trai-nghiem-khach-hang-dang-luu-y-nhat-2017.html"},"modified":"2023-12-20T06:39:45","modified_gmt":"2023-12-19T23:39:45","slug":"xu-huong-trai-nghiem-khach-hang-dang-luu-y-nhat-2017","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/xu-huong-trai-nghiem-khach-hang-dang-luu-y-nhat-2017.html","title":{"rendered":"Xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00e1ng l\u01b0u \u00fd nh\u1ea5t"},"content":{"rendered":"
V\u1edbi s\u1ef1 ph\u00e1t tri\u1ec3n m\u1ea1nh m\u1ebd c\u1ee7a c\u00f4ng ngh\u1ec7, th\u1ebf gi\u1edbi \u0111ang thay \u0111\u1ed5i nhanh h\u01a1n bao gi\u1edd h\u1ebft. N\u1ebfu nh\u01b0 v\u00e0o th\u1eddi \u0111\u1ea1i \u201c\u00f4ng b\u00e0 anh\u201d, ng\u01b0\u1eddi mua ph\u1ea3i \u0111i h\u00e0ng ch\u1ee5c c\u00e2y s\u1ed1 hay d\u00e0nh c\u1ea3 ng\u00e0y tr\u1eddi \u0111\u1ec3 gh\u00e9 th\u0103m c\u00e1c c\u1eeda h\u00e0ng \u0111\u1ec3 mua s\u1eafm th\u00ec hi\u1ec7n nay, b\u1ea1n ch\u1ec9 c\u1ea7n 10 ph\u00fat t\u1eeb l\u00fac n\u1ea3y ra \u00fd \u0111\u1ecbnh cho \u0111\u1ebfn khi nh\u1ea5n n\u00fat \u201cMua h\u00e0ng\u201d. \u0110\u1ed3ng th\u1eddi, b\u1ea1n c\u00f3 th\u1ec3 \u0111\u1ecdc nh\u1eadn x\u00e9t v\u1ec1 s\u1ea3n ph\u1ea9m v\u00e0 t\u00ecm c\u1eeda h\u00e0ng b\u00e1n v\u1edbi gi\u00e1 t\u1ed1t nh\u1ea5t. C\u00e1c th\u01b0\u01a1ng hi\u1ec7u ph\u1ea3i b\u1eaft k\u1ecbp s\u1ef1 thay \u0111\u1ed5i \u0111\u00f3 n\u1ebfu nh\u01b0 kh\u00f4ng mu\u1ed1n ch\u1eadm ch\u00e2n trong cu\u1ed9c \u0111ua t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Trong b\u00e0i vi\u1ebft n\u00e0y, Masterskills s\u1ebd t\u1eadp trung v\u00e0o xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ea7n \u0111\u00f3n \u0111\u1ea7u trong n\u0103m m\u1edbi .<\/p>\n

L\u1ecbch s\u1eed c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/h2>\n

Tr\u01b0\u1edbc khi ch\u00fang ta h\u01b0\u1edbng \u0111\u1ebfn t\u01b0\u01a1ng lai c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, h\u00e3y xem n\u00f3 \u0111\u00e3 nh\u01b0 th\u1ebf n\u00e0o trong qu\u00e1 kh\u1ee9.<\/p>\n

100 n\u0103m tr\u01b0\u1edbc, m\u1ecdi ng\u01b0\u1eddi \u0111\u00e3 quen v\u1edbi vi\u1ec7c t\u1edbi c\u00e1c c\u1eeda h\u00e0ng v\u00e0 nh\u1eadn s\u1ef1 gi\u00fap \u0111\u1ee1 c\u1ee7a nh\u00e2n vi\u00ean t\u1ea1i \u0111\u00f3. Ngay c\u1ea3 khi ng\u01b0\u1eddi mua bi\u1ebft v\u1ec1 \u0111i\u1ec7n tho\u1ea1i, kh\u00f4ng ai ngh\u0129 v\u1ec1 n\u00f3 tr\u00ean ph\u01b0\u01a1ng di\u1ec7n h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng. Tuy nhi\u00ean, \u0111\u1ebfn nh\u1eefng n\u0103m 60, nh\u1eefng c\u00f4ng ty c\u00f3 suy ngh\u0129 \u0111i tr\u01b0\u1edbc th\u1eddi \u0111\u1ea1i \u0111\u00e3 b\u1eaft \u0111\u1ea7u th\u1ea5y c\u01a1 h\u1ed9i \u1edf vi\u1ec7c ph\u00e1t tri\u1ec3n c\u00f4ng ngh\u1ec7. H\u1ecd b\u1eaft \u0111\u1ea7u c\u00f3 c\u00e1c trung t\u00e2m h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng qua \u0111i\u1ec7n tho\u1ea1i v\u00e0 nh\u00e2n vi\u00ean c\u00f3 nhi\u1ec7m v\u1ee5 tr\u1ea3 l\u1eddi c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u1ebfn c\u0169ng nh\u01b0 gi\u1ea3i \u0111\u00e1p kh\u00fac m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u1eefng n\u0103m 80 ch\u1ee9ng ki\u1ebfn c\u00e1c s\u1ed1 t\u1ed5ng \u0111\u00e0i mi\u1ec5n ph\u00ed g\u1ecdi \u0111\u1ebfn v\u00e0 trong su\u1ed1t th\u1eadp ni\u00ean 90, c\u00e1c trung t\u00e2m ki\u1ec3u n\u00e0y tr\u1edf n\u00ean thi\u1ebft y\u1ebfu cho d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n

Ph\u1ea3i m\u1ea5t g\u1ea7n 100 n\u0103m, \u0111i\u1ec7n tho\u1ea1i m\u1edbi tr\u1edf th\u00e0nh m\u1ed9t trong nh\u1eefng k\u00eanh ch\u00ednh c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. So s\u00e1nh v\u1edbi Internet, Internet \u0111\u00e3 ph\u1ed5 bi\u1ebfn to\u00e0n c\u1ea7u v\u00e0o \u0111\u1ea7u nh\u1eefng n\u0103m 90 v\u00e0 tr\u01b0\u1edbc khi th\u1ebf k\u1ef7 20 k\u1ebft th\u00fac, c\u00e1c c\u00f4ng ty c\u00f4ng ngh\u1ec7 cao nh\u01b0 Microsoft tr\u1edf th\u00e0nh k\u1ebb ch\u01a1i ch\u00ednh, cung c\u1ea5p cho c\u00e1c trung t\u00e2m th\u00f4ng tin li\u00ean l\u1ea1c m\u1ecdi th\u1ee9 t\u1eeb ph\u1ea7n m\u1ec1m CRM cho t\u1edbi c\u00e1c gi\u1ea3i ph\u00e1p d\u1ef1a tr\u00ean n\u1ec1n t\u1ea3ng \u0111\u00e1m m\u00e2y. Th\u1eddi gian n\u00e0y ch\u1ec9 kho\u1ea3ng 10 n\u0103m m\u00e0 th\u00f4i.<\/p>\n

Ti\u1ebfp theo l\u00e0 \u0111\u1ebfn s\u1ef1 xu\u1ea5t hi\u1ec7n c\u1ee7a live chat. M\u1eb7c d\u00f9 nh\u1eefng phi\u00ean b\u1ea3n \u0111\u1ea7u ti\u00ean \u0111\u00e3 \u0111\u01b0\u1ee3c s\u00e1ng ch\u1ebf t\u1eeb n\u0103m 1970, n\u00f3 ch\u1ec9 quay tr\u1edf l\u1ea1i v\u00e0o \u0111\u1ea7u th\u1ebf k\u1ec9 20 nh\u01b0 l\u00e0 m\u1ed9t ph\u1ea7n m\u1ec1m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 tr\u1edf n\u00ean ph\u1ed5 bi\u1ebfn v\u00e0i n\u0103m sau \u0111\u00f3.<\/p>\n

\u0110i\u1ec1u t\u01b0\u01a1ng t\u1ef1 x\u1ea3y ra \u0111\u1ed1i v\u1edbi c\u00e1c k\u00eanh m\u1ea1ng x\u00e3 h\u1ed9i. Facebook \u0111\u01b0\u1ee3c ph\u00e1t minh n\u0103m 2004 v\u00e0 m\u1eb7c d\u00f9 \u0111\u00f3 ch\u1ec9 l\u00e0 m\u1ed9t trang m\u1ea1ng x\u00e3 h\u1ed9i, r\u1ea5t nhi\u1ec1u c\u00f4ng ty \u0111\u00e3 t\u1eadn d\u1ee5ng v\u00e0 bi\u1ebfn n\u00f3 tr\u1edf th\u00e0nh m\u1ed9t c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng \u0111\u1eafc l\u1ef1c.<\/p>\n

Shep Hyken \u2013 chuy\u00ean gia d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u00e3 n\u00f3i v\u1ec1 c\u00e1ch m\u00e0 c\u00e1c thi\u1ebft b\u1ecb di \u0111\u1ed9ng v\u00e0 Internet thay \u0111\u1ed5i xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng nh\u01b0 sau:<\/p>\n

\u0110\u1ed1i v\u1edbi c\u00e1c thi\u1ebft b\u1ecb di \u0111\u1ed9ng, s\u1ef1 \u201cdi \u0111\u1ed9ng\u201d ch\u00ednh\u00a0l\u00e0 \u0111i\u1ec3m m\u1ea5u ch\u1ed1t. \u0110\u00f3 l\u00e0 m\u1ed9t chi\u1ebfc m\u00e1y t\u00ednh thu nh\u1ecf \u0111\u01b0\u1ee3c ch\u00fang ta mang theo trong t\u00fai, cho ph\u00e9p truy c\u1eadp v\u00e0o t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh kh\u00e1c nhau bao g\u1ed3m c\u1ea3 website. T\u1eeb website n\u00e0y, ng\u01b0\u1eddi d\u00f9ng c\u00f3 th\u1ec3 v\u00e0o m\u1ee5c \u201cC\u00e1c c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p\u201d. Ch\u00fang ta c\u0169ng c\u00f3 th\u1ec3 v\u00e0o Youtube v\u00e0 xem c\u00e1c video v\u1ec1 c\u00e1ch l\u00e0m \u0111i\u1ec1u g\u00ec \u0111\u00f3 n\u1ebfu m\u1ed9t c\u00f4ng ty cho ra \u0111\u1eddi c\u00e1c video h\u01b0\u1edbng d\u1eabn th\u1ef1c hi\u1ec7n. Ch\u00fang ta \u0111\u01b0\u1ee3c quy\u1ec1n \u0111\u0103ng nh\u1eadp website, xem th\u00f4ng tin v\u00e0 \u0111\u1eb7t c\u00e2u h\u1ecfi, bi\u1ebft \u0111\u01b0\u1ee3c c\u00e1ch s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m sao cho t\u1ed1t nh\u1ea5t t\u1eeb c\u00e2u tr\u1ea3 l\u1eddi c\u1ee7a nh\u1eefng ng\u01b0\u1eddi \u0111\u00e3 d\u00f9ng tr\u01b0\u1edbc \u0111\u00f3. Ch\u00fang ta c\u00f3 th\u1ec3 v\u00e0o k\u00eanh m\u1ea1ng x\u00e3 h\u1ed9i nh\u01b0 Facebook ho\u1eb7c \u0111\u1ec3 l\u1ea1i nh\u1eadn x\u00e9t \u0111\u1ec3 c\u00f4ng ty bi\u1ebft \u0111\u01b0\u1ee3c v\u1ec1 tr\u1ea3i nghi\u1ec7m v\u1edbi s\u1ea3n ph\u1ea9m. Ch\u00fang ta c\u00f3 th\u1ec3 tr\u00f2 chuy\u1ec7n v\u1edbi c\u00f4ng ty th\u00f4ng qua live chat.<\/p>\n

\"Live<\/p>\n

S\u1eed d\u1ee5ng live chat gi\u00fap kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00f4ng ty<\/p>\n<\/div>\n

T\u1ea5t c\u1ea3 c\u00e1c k\u00eanh k\u1ec3 tr\u00ean \u0111\u1ec1u c\u00f3 th\u1ec3 t\u00ecm th\u1ea5y n\u1ebfu b\u1ea1n s\u1eed d\u1ee5ng \u0111i\u1ec7n tho\u1ea1i th\u00f4ng minh. B\u1ea1n th\u1eadm ch\u00ed c\u00f2n ch\u1eb3ng c\u1ea7n \u0111\u1ee5ng t\u1edbi ch\u1ee9c n\u0103ng g\u1ecdi \u0111i\u1ec7n.<\/p>\n

Hi\u1ec7 nay, nh\u1eefng ng\u01b0\u1eddi th\u1eafng cu\u1ed9c l\u00e0 c\u00e1c c\u00f4ng ty bi\u1ebft c\u00e1c t\u1eadn d\u1ee5ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u00e9o k\u00eanh v\u00e0 \u0111\u00e0o t\u1ea1o c\u00e1c \u0111\u1ea1i di\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng kh\u00f4ng nh\u1eefng tr\u1ea3 l\u1eddi cu\u1ed9c g\u1ecdi v\u00e0 email m\u00e0 c\u00f2n ph\u1ea3i ho\u1ea1t \u0111\u1ed9ng t\u00edch c\u1ef1c tr\u00ean Live Chat hay ph\u1ea3n h\u1ed3i tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i. Xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c t\u1ed1i \u01b0u\u00a0\u0111a k\u00eanh \u0111\u00e3 t\u1edbi.<\/p>\n

Xu h\u01b0\u1edbng #1: T\u00edch h\u1ee3p CRM ch\u00e9o k\u00eanh<\/h2>\n

D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc \u0111\u1ebfn t\u1eeb vi\u1ec7c th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng r\u00f5 \u201ctrong l\u00f2ng b\u00e0n tay\u201d b\u1edfi khi b\u1ea1n hi\u1ec3u h\u1ecd c\u00e0ng s\u1edbm, b\u1ea1n c\u00e0ng bi\u1ebft t\u1eadn d\u1ee5ng ho\u00e0n c\u1ea3nh l\u00e0m vi\u1ec7c v\u1edbi h\u1ecd v\u00e0 c\u00f3 s\u1ef1 th\u1ec3 hi\u1ec7n thuy\u1ebft ph\u1ee5c nh\u1ea5t. Xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi b\u1ea1n ph\u1ea3i t\u00edch h\u1ee3p CRM ch\u00e9o k\u00eanh.<\/p>\n

S\u1ef1 t\u00edch h\u1ee3p ch\u00e9o k\u00eanh l\u00fd t\u01b0\u1edfng l\u00e0 vi\u1ec7c t\u1ed5ng h\u1ee3p t\u1ea5t c\u1ea3 nh\u1eefng th\u00f4ng tin b\u1ea1n bi\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng \u0111\u1ec3 b\u1ea5t c\u1ee9 khi n\u00e0o h\u1ecd c\u1ea7n b\u1ea1n, \u0111\u1ed9i ng\u0169 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u1ec1u \u0111\u00e3 c\u00f3 \u0111\u1ea7y \u0111\u1ee7 th\u00f4ng tin v\u00e0 s\u1eb5n s\u00e0ng gi\u00fap \u0111\u1ee1. Thay v\u00ec c\u1ed1 g\u1eafng t\u1ea1o ra m\u1ed9t c\u00f4ng c\u1ee5 \u0111\u01a1n l\u1ebb \u0111\u1ec3 l\u00e0m m\u1ecdi th\u1ee9, h\u00e3y k\u1ebft h\u1ee3p s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 ri\u00eang bi\u1ec7t c\u00f3 t\u00ednh chuy\u00ean m\u00f4n cao (v\u00ed d\u1ee5 k\u00eanh Live Chat hay k\u00eanh \u0111i\u1ec7n tho\u1ea1i tr\u1ef1c ti\u1ebfp). N\u00f3 s\u1ebd \u0111em \u0111\u1ebfn nh\u1eefng l\u1ee3i \u00edch cho d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng h\u01a1n l\u00e0 m\u1ed9t thi\u1ebft k\u1ebf \u201ct\u1ea5t c\u1ea3 trong m\u1ed9t\u201d.<\/p>\n

C\u00e1c kh\u00e1ch h\u00e0ng k\u1ef3 v\u1ecdng b\u1ea1n c\u00f3 th\u1ec3 h\u1ed3i \u0111\u00e1p h\u1ecd \u1edf m\u1ecdi k\u00eanh thu\u1ed9c s\u1ef1 l\u1ef1a ch\u1ecdn c\u1ee7a h\u1ecd. \u0110\u00f3 l\u00e0 l\u00fd do t\u1ea1i sao r\u1ea5t nhi\u1ec1u \u1ee9ng d\u1ee5ng CRM cho ph\u00e9p t\u00edch h\u1ee3p v\u1edbi m\u1ea1ng x\u00e3 h\u1ed9i, email hay Live Chat \u0111\u1ec3 c\u00e1c \u0111\u1ea1i di\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i ki\u1ec3m tra t\u1eebng \u0111\u1ecba ch\u1ec9 kh\u00e1c nhau. Thay v\u00e0o \u0111\u00f3, h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c th\u00f4ng b\u00e1o c\u00f3 tin nh\u1eafn m\u1edbi ngay khi \u0111\u01b0\u1ee3c g\u1eedi \u0111\u1ebfn.<\/p>\n

N\u1ebfu b\u1ea1n \u0111ang t\u00ecm ki\u1ebfm m\u1ed9t n\u1ec1n t\u1ea3ng th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed, h\u00e3y ch\u1eafc ch\u1eafn r\u1eb1ng h\u1ecd cung c\u1ea5p s\u1ef1 t\u00edch h\u1ee3p \u0111\u1ea7y \u0111\u1ee7 c\u1ea3 v\u1ec1 live chat, m\u1ea1ng x\u00e3 h\u1ed9i l\u1eabn email \u0111\u1ec3 b\u1eaft k\u1ecbp xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n

Xu h\u01b0\u1edbng #2: T\u1ef1 ph\u1ee5c v\u1ee5<\/h2>\n

Th\u1eddi gian d\u1ea7n tr\u1edf th\u00e0nh m\u1ed9t trong nh\u1eefng t\u00e0i s\u1ea3n gi\u00e1 tr\u1ecb nh\u1ea5t trong cu\u1ed9c \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng, do \u0111\u00f3 h\u1ecd \u0111\u1ec1 cao nh\u1eefng th\u01b0\u01a1ng hi\u1ec7u gi\u00fap h\u1ecd ti\u1ebft ki\u1ec7m th\u1eddi gian. Khi\u1ebfn cho cu\u1ed9c s\u1ed1ng kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean d\u1ec5 d\u00e0ng h\u01a1n l\u00e0 m\u1ed9t l\u1ee3i th\u1ebf v\u01b0\u1ee3t tr\u1ed9i v\u1ec1 m\u1eb7t gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng. H\u00e3y cung c\u1ea5p cho kh\u00e1ch h\u00e0ng nh\u1eefng th\u00f4ng tin h\u1eefu \u00edch v\u00e0 d\u1ec5 d\u00e0ng truy c\u1eadp, th\u1eadm ch\u00ed l\u00e0 tr\u01b0\u1edbc khi h\u1ecd ngh\u0129 v\u1ec1 vi\u1ec7c h\u1ecfi b\u1ea1n. T\u1ef1 ph\u1ee5c v\u1ee5 l\u00e0 m\u1ed9t vi\u1ec7c thi\u1ebft y\u1ebfu trong tr\u1ee3 gi\u00fap ch\u1ee7 \u0111\u1ed9ng v\u00e0 \u0111i\u1ec3m t\u1ed1t nh\u1ea5t l\u00e0 b\u1ea1n \u0111\u00e3 kh\u00f4ng ph\u1ea3i cho \u0111i b\u1ea5t c\u1ee9 th\u1ee9 g\u00ec.<\/p>\n

\u00dd t\u01b0\u1edfng t\u1ed5ng quan c\u1ee7a vi\u1ec7c t\u1ef1 ph\u1ee5c v\u1ee5 t\u1eadp trung v\u00e0o th\u1ef1c t\u1ebf c\u00e1c c\u00f4ng ty n\u00ean \u0111em \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng th\u00f4ng tin v\u00e0 c\u00f4ng c\u1ee5 \u0111\u1ec3 h\u1ecd c\u00f3 th\u1ec3 t\u1ef1 mua h\u00e0ng kh\u00f4ng c\u1ea7n tr\u1ee3 gi\u00fap. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 c\u00e1ch c\u01a1 b\u1ea3n khi\u1ebfn kh\u00e1ch h\u00e0ng ti\u1ebft ki\u1ec7m th\u1eddi gian:<\/p>\n

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  • T\u1ea1o c\u00e1c website th\u00e2n thi\u1ec7n v\u1edbi ng\u01b0\u1eddi d\u00f9ng<\/li>\n
  • X\u00e2y d\u1ef1ng c\u00e1c m\u1ee5c cung c\u1ea5p ki\u1ebfn th\u1ee9c v\u00e0 h\u1ecfi \u0111\u00e1p<\/li>\n
  • Quay video h\u01b0\u1edbng d\u1eabn v\u1ec1 s\u1ea3n ph\u1ea9m<\/li>\n
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  • T\u1ea1o blog v\u00e0 \u0111\u0103ng t\u1ea3i th\u01b0\u1eddng xuy\u00ean<\/li>\n
  • Cho ph\u00e9p kh\u00e1ch h\u00e0ng truy c\u1eadp d\u1eef li\u1ec7u c\u1ee7a h\u1ecd.<\/li>\n<\/ul>\n

    T\u1ef1 ph\u1ee5c v\u1ee5 l\u00e0 m\u1ed9t trong nh\u1eefng xu h\u01b0\u1edbng ch\u00ednh trong l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng b\u1edfi n\u00f3 \u0111em \u0111\u1ebfn nhi\u1ec1u l\u1ee3i \u00edch: gi\u1ea3m chi ph\u00ed, t\u0103ng n\u0103ng su\u1ea5t v\u00e0 t\u1ec9 l\u1ec7 ROI cao.<\/p>\n

    B\u00ean c\u1ea1nh \u0111\u00f3, m\u1ecdi ng\u01b0\u1eddi gh\u00e9t ph\u1ea3i l\u00e3ng ph\u00ed th\u1eddi gian. Kh\u00e1ch h\u00e0ng s\u1ebd h\u00e0i l\u00f2ng n\u1ebfu h\u1ecd tr\u00e1nh \u0111\u01b0\u1ee3c vi\u1ec7c ch\u1edd \u0111\u1ee3i trong m\u1ed9t h\u00e0ng d\u00e0i ho\u1eb7c nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 tr\u1ee3 gi\u00fap nhanh h\u1ebft m\u1ee9c c\u00f3 th\u1ec3. Nh\u1eefng c\u00f4ng ty l\u1edbn nh\u1ea5t th\u01b0\u1eddng chi b\u1ed9n ti\u1ec1n \u0111\u1ec3 \u0111i \u0111\u1ea7u trong cu\u1ed9c c\u1ea1nh tranh v\u1ec1 d\u1ecbch v\u1ee5 v\u00e0 cung c\u1ea5p cho kh\u00e1ch h\u00e0ng nh\u1eefng tr\u1ea3i nghi\u1ec7m \u1edf t\u1ea7m cao m\u1edbi. V\u00ed d\u1ee5, Amazon \u0111\u00e3 gi\u1edbi thi\u1ec7u Amazon Go, m\u1ed9t d\u1ea1ng c\u1eeda h\u00e0ng kh\u00f4ng c\u1ea7n checkout.<\/p>\n

    C\u00f4ng ngh\u1ec7 \u201cH\u00e3y c\u1ee9 \u0111i\u201d (Just Walk Out) t\u1ef1 \u0111\u1ed9ng nh\u1eadn bi\u1ebft khi s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c l\u1ea5y \u0111i ho\u1eb7c \u0111\u1eb7t l\u1ea1i v\u00e0o gi\u00e1 v\u00e0 c\u00f3 t\u1ea5t c\u1ea3 c\u00e1c th\u00f4ng tin n\u00e0y trong m\u1ed9t gi\u1ecf h\u00e0ng \u1ea3o. Khi b\u1ea1n mua s\u1eafm xong, b\u1ea1n c\u00f3 th\u1ec3 r\u1eddi kh\u1ecfi c\u1eeda h\u00e0ng. R\u1ea5t nhanh sau \u0111\u00f3, ch\u00fang t\u00f4i s\u1ebd tr\u1eeb ti\u1ec1n v\u00e0o t\u00e0i kho\u1ea3n Amazon c\u1ee7a b\u1ea1n v\u00e0 g\u1eedi b\u1ea1n h\u00f3a \u0111\u01a1n.<\/p>\n

    Kh\u00f4ng x\u1ebfp h\u00e0ng, kh\u00f4ng thanh to\u00e1n, \u0111\u00e2y l\u00e0 tr\u1ea3i nghi\u1ec7m ho\u00e0n to\u00e0n li\u1ec1n m\u1ea1ch. \u0110\u00e2y r\u00f5 r\u00e0ng l\u00e0 m\u1ed9t c\u00e1ch ngh\u0129 m\u1edbi v\u1ec1 xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ef1 ph\u1ee5c v\u1ee5.<\/p>\n

    Xu h\u01b0\u1edbng #3: S\u1ef1 l\u00ean ng\u00f4i c\u1ee7a c\u1ea3m x\u00fac trong xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n

    R\u1ea5t nhi\u1ec1u \u0111\u1ea1i di\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng lo s\u1ee3 kh\u1ea3 n\u0103ng th\u1ea5t nghi\u1ec7p b\u1edfi s\u1ef1 can thi\u1ec7p c\u1ee7a c\u00e1c chatbots. H\u1ecd ngh\u0129 r\u1eb1ng ch\u1ec9 c\u00f3 duy nh\u1ea5p m\u1ed9t d\u1ef1 b\u00e1o: chatbots s\u1ebd l\u00e0m thay c\u00e1c nhi\u1ec7m v\u1ee5 c\u1ee7a con ng\u01b0\u1eddi.<\/p>\n

    Tin t\u1ed1t: N\u00f3 s\u1ebd kh\u00f4ng x\u1ea3y ra trong xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng .<\/p>\n

    C\u1ea3m x\u00fac l\u00e0 \u0111i\u1ec3m kh\u00e1c bi\u1ec7t l\u1edbn nh\u1ea5t gi\u1eefa chatbots v\u00e0 con ng\u01b0\u1eddi. Ch\u00fang ta c\u00f3 th\u1ec3 d\u1ea1y chatbots b\u1ea5t c\u1ee9 \u0111i\u1ec1u g\u00ec nh\u01b0ng ch\u00fang s\u1ebd ch\u1eb3ng th\u1ec3 \u0111\u1ed3ng c\u1ea3m v\u1edbi kh\u00e1ch h\u00e0ng. \u0110\u00e2y l\u00e0 v\u1ea5n \u0111\u1ec1 l\u1edbn b\u1edfi s\u1ef1 th\u00f4ng minh v\u1ec1 m\u1eb7t c\u1ea3m x\u00fac \u0111\u01b0\u1ee3c bi\u1ebft \u0111\u1ebfn nh\u01b0 m\u1ed9t trong nh\u1eefng ph\u1ea9m ch\u1ea5t quan tr\u1ecdng nh\u1ea5t n\u1ebfu b\u1ea1n mu\u1ed1n th\u00e0nh c\u00f4ng trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n

    N\u0103m 2013, American Express Service th\u1ef1c hi\u1ec7n m\u1ed9t kh\u1ea3o s\u00e1t v\u1edbi 620 ng\u01b0\u1eddi ti\u00eau d\u00f9ng. 63% trong s\u1ed1 \u0111\u00f3 c\u1ea3m th\u1ea5y m\u1ee9c \u0111\u1ed9 y\u00eau th\u00edch t\u0103ng l\u00ean khi cho r\u1eb1ng h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi. 53% ng\u01b0\u1eddi \u0111\u01b0\u1ee3c kh\u1ea3o s\u00e1t nh\u1eadn \u0111\u01b0\u1ee3c d\u1ecbch v\u1ee5 ho\u00e0n h\u1ea3o \u0111\u00e3 \u0111\u01b0\u1ee3c kh\u01a1i d\u1eady nh\u1eefng c\u1ea3m x\u00fac t\u01b0\u01a1ng t\u1ef1 nh\u01b0 \u0111\u01b0\u1ee3c y\u00eau th\u01b0\u01a1ng.<\/p>\n

    K\u1ebft qu\u1ea3 kh\u1ea3o s\u00e1t ch\u1ee9ng minh r\u1eb1ng xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd so\u00e1n ng\u00f4i\u00a0l\u00e0 c\u00e1c c\u1ea3m x\u00fac t\u00edch c\u1ef1c \u0111\u1ed3ng h\u00e0nh c\u00f9ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc. N\u00f3i c\u00e1ch kh\u00e1c, s\u1ef1 th\u1ecfa m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng khi\u1ebfn cho h\u1ecd mu\u1ed1n quay l\u1ea1i v\u1edbi b\u1ea1n v\u00e0 h\u1ee3p t\u00e1c c\u00f9ng b\u1ea1n trong nh\u1eefng l\u1ea7n k\u1ebf ti\u1ebfp.<\/p>\n

    Chatbots v\u1eabn c\u00f2n ph\u1ea3i \u201ch\u1ecdc h\u1ecfi\u201d nhi\u1ec1u n\u1ebfu mu\u1ed1n thay th\u1ebf con ng\u01b0\u1eddi tr\u00ean ph\u01b0\u01a1ng di\u1ec7n x\u00fac c\u1ea3m.<\/p>\n

    Xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng trong t\u01b0\u01a1ng lai<\/h2>\n

    Marcin Borowski l\u00e0 ng\u01b0\u1eddi t\u1ed5 ch\u1ee9c nhi\u1ec1u webinar v\u1ec1 live chat. Marcin vi\u1ebft: \u201cT\u1eeb Siri t\u1edbi\u00a0Cortana, c\u00e1c c\u00f4ng ty \u0111ang ch\u1ea5p nh\u1eadn c\u00e1c gi\u1ea3i ph\u00e1p cho ph\u00e9p h\u1ecd \u0111\u1ebfn g\u1ea7n h\u01a1n v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c n\u1ec1n t\u1ea3ng tin nh\u1eafn ng\u00e0y c\u00e0ng gia t\u0103ng m\u1ee9c \u0111\u1ed9 ph\u1ed5 bi\u1ebfn nh\u01b0 FB Messenger, WhatsApp hay Viber.<\/p>\n

    K\u1ebft h\u1ee3p v\u1edbi chatbot \u0111ang ng\u00e0y m\u1ed9t ph\u00e1t tri\u1ec3n, ch\u00fang ta c\u00f3 th\u1ec3 k\u1ef3 v\u1ecdng v\u1ec1 s\u1ef1 gia t\u0103ng nhanh ch\u00f3ng c\u1ee7a c\u1ea3 s\u1ef1 \u0111i\u1ec1u h\u00e0nh c\u1ee7a con ng\u01b0\u1eddi v\u00e0 nh\u00e2n t\u1ea1o tr\u00ean \u1ee9ng d\u1ee5ng tin nh\u1eafn \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng h\u00e0ng ng\u00e0y.<\/p>\n

    \u0110i\u1ec3m \u0111\u00e1ng n\u00f3i \u1edf \u0111\u00e2y l\u00e0 m\u1ed9t t\u1ea7m nh\u00ecn ti\u00ean phong c\u1ee7a Mark Zuckerberg \u2013 ng\u01b0\u1eddi \u0111\u00e3 gi\u1edbi thi\u1ec7u c\u00f4ng ngh\u1ec7 th\u1ef1c t\u1ebf \u1ea3o tr\u00ean m\u1ed9t quy m\u00f4 l\u1edbn. N\u1ebfu c\u00f4ng ngh\u1ec7 th\u1ef1c t\u1ebf \u1ea3o n\u00e0y xu\u1ea5t hi\u1ec7n, tham gia v\u00e0o vi\u1ec7c h\u1ed7 tr\u1ee3 c\u00e1 nh\u00e2n trong nh\u1eefng v\u0103n ph\u00f2ng \u1ea3o kh\u00f4ng ch\u1ec9 c\u00f2n l\u00e0 chuy\u1ec7n trong nh\u1eefng b\u1ed9 phim vi\u1ec5n t\u01b0\u1edfng\u201d.<\/p>\n

    Theo Justyna Polaczyk<\/em><\/p>\n

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

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    • Marketing tr\u1ef1c tuy\u1ebfn : Xu h\u01b0\u1edbng n\u00e0o l\u00ean ng\u00f4i?<\/em><\/li>\n
    • D\u1ef1 b\u00e1o xu h\u01b0\u1edbng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng <\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      V\u1edbi s\u1ef1 ph\u00e1t tri\u1ec3n m\u1ea1nh m\u1ebd c\u1ee7a c\u00f4ng ngh\u1ec7, th\u1ebf gi\u1edbi \u0111ang thay \u0111\u1ed5i nhanh h\u01a1n bao gi\u1edd h\u1ebft. N\u1ebfu nh\u01b0 v\u00e0o th\u1eddi \u0111\u1ea1i \u201c\u00f4ng b\u00e0 anh\u201d, ng\u01b0\u1eddi mua ph\u1ea3i \u0111i h\u00e0ng ch\u1ee5c c\u00e2y s\u1ed1 hay d\u00e0nh c\u1ea3 ng\u00e0y tr\u1eddi \u0111\u1ec3 gh\u00e9 th\u0103m c\u00e1c c\u1eeda h\u00e0ng \u0111\u1ec3 mua s\u1eafm th\u00ec hi\u1ec7n nay, b\u1ea1n ch\u1ec9 c\u1ea7n […]<\/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\/53212"}],"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=53212"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53212\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53212"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53212"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53212"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}