{"id":53358,"date":"2023-12-20T07:09:37","date_gmt":"2023-12-20T00:09:37","guid":{"rendered":"https:\/\/masterskills.org\/blog\/dot-pha-ve-dich-vu-khach-hang-nho-tich-hop-live-chat-va-crm.html"},"modified":"2023-12-20T07:09:37","modified_gmt":"2023-12-20T00:09:37","slug":"dot-pha-ve-dich-vu-khach-hang-nho-tich-hop-live-chat-va-crm","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/dot-pha-ve-dich-vu-khach-hang-nho-tich-hop-live-chat-va-crm.html","title":{"rendered":"\u0110\u1ed9t ph\u00e1 v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng nh\u1edd t\u00edch h\u1ee3p live chat v\u00e0 CRM"},"content":{"rendered":"
Th\u1eed t\u01b0\u1edfng t\u01b0\u1ee3ng b\u1ea1n \u0111ang l\u00e0m vi\u1ec7c trong m\u1ed9t nh\u00e0 h\u00e0ng v\u00e0 c\u00f3 r\u1ea5t nhi\u1ec1u kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean quay l\u1ea1i. Tuy nhi\u00ean, v\u1ea5n \u0111\u1ec1 s\u1ebd n\u1ea3y sinh khi c\u00f3 nhi\u1ec1u kh\u00e1ch quen m\u00e0 b\u1ea1n kh\u00f4ng nh\u1eadn ra: v\u1ecb kh\u00e1ch n\u1eef n\u00e0y lu\u00f4n \u0111\u1eb7t b\u00e1nh \u00edt \u0111\u01b0\u1eddng, c\u00f2n qu\u00fd \u00f4ng kia th\u01b0\u1eddng g\u1ecdi lo\u1ea1i tr\u00e0 th\u01a1m, v\u1ecb m\u00e1t nh\u1eb9\u2026 Thi\u1ebfu \u0111i s\u1ef1 tinh t\u1ebf, b\u1ea1n \u0111\u00e3 khi\u1ebfn nhi\u1ec1u kh\u00e1ch h\u00e0ng trung th\u00e0nh th\u1ea5t v\u1ecdng.<\/p>\n

\u0110i\u1ec1u t\u01b0\u01a1ng t\u1ef1 c\u0169ng c\u00f3 th\u1ec3 x\u1ea3y ra trong qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch truy c\u1eadp website, khi b\u1ea1n kh\u00f4ng l\u01b0u gi\u1eef th\u00f4ng\u00a0tin kh\u00e1ch h\u00e0ng. T\u00edch h\u1ee3p live chat v\u00e0\u00a0CRM s\u1ebd gi\u00fap b\u1ea1n g\u1ee1 \u201cn\u00fat th\u1eaft\u201d n\u00e0y, \u0111\u1ec3 lu\u00f4n nh\u1eadn ra v\u00e0 tr\u00f2 chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng nh\u01b0 nh\u1eefng ng\u01b0\u1eddi b\u1ea1n.<\/p>\n

T\u00edch h\u1ee3p live chat v\u00e0 CRM<\/h2>\n

CRM l\u00e0 h\u1ec7 th\u1ed1ng gi\u00fap b\u1ea1n\u00a0qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng. T\u00edch h\u1ee3p live chat v\u00e0 CRM\u00a0cho ph\u00e9p b\u1ea1n thu th\u1eadp, l\u01b0u tr\u1eef th\u00f4ng tin t\u1eeb t\u1ea5t c\u1ea3 c\u00e1c kh\u00e1ch h\u00e0ng \u0111\u00e3 v\u00e0 \u0111ang tr\u00f2 chuy\u1ec7n v\u1edbi doanh nghi\u1ec7p.<\/p>\n

Ch\u1eb3ng h\u1ea1n, Masterskills cho ph\u00e9p b\u1ea1n t\u00edch h\u1ee3p v\u1edbi c\u00e1c ph\u1ea7n m\u1ec1m CRM qua API. N\u1ebfu \u0111\u00e3 s\u1eed d\u1ee5ng Masterskills live chat m\u00e0 ch\u01b0a k\u1ebft n\u1ed1i\u00a0v\u1edbi b\u1ea5t c\u1ee9 ph\u1ea7n m\u1ec1m CRM n\u00e0o th\u00ec c\u00f3 ngh\u0129a b\u1ea1n \u0111ang ch\u01b0a nh\u1eadn ra v\u00e0 t\u1eadn d\u1ee5ng h\u1ebft ti\u1ec1m n\u0103ng c\u1ee7a vi\u1ec7c t\u00edch h\u1ee3p.<\/p>\n

Ngay khi agent b\u1eaft \u0111\u1ea7u\u00a0m\u1ed9t cu\u1ed9c tr\u00f2 chuy\u1ec7n, c\u00e1c d\u1eef li\u1ec7u c\u00f3 \u0111\u01b0\u1ee3c v\u1ec1 kh\u00e1ch truy c\u1eadp s\u1ebd t\u1ef1 \u0111\u1ed9ng \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef v\u00e0o h\u1ec7 th\u1ed1ng CRM: t\u1eeb t\u00ean, \u0111\u1ecba ch\u1ec9 email, s\u1ed1 \u0111i\u1ec7n tho\u1ea1i, t\u00e0i kho\u1ea3n m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ebfn ng\u00e0y v\u00e0 th\u1eddi gian tr\u00f2 chuy\u1ec7n, \u0111i\u1ea1 ch\u1ec9 IP v\u00e0 l\u1ecbch s\u1eed chat\u2026 V\u00e0 d\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1ch \u0111\u1ec3 b\u1ea1n t\u1eadn d\u1ee5ng nh\u1eefng th\u00f4ng tin n\u00e0y!<\/p>\n

\"T\u00edch<\/p>\n

T\u00edch h\u1ee3p live chat v\u00e0 CRM s\u1ebd gi\u00fap d\u1eef li\u1ec7u v\u1ec1 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c t\u1ef1 \u0111\u1ed9ng l\u01b0u tr\u1eef trong h\u1ec7 th\u1ed1ng.<\/p>\n<\/div>\n

Nh\u1eadn ra kh\u00e1ch h\u00e0ng<\/h2>\n

Trong kinh doanh v\u00e0 marketing, b\u1ee9c tranh b\u1ea1n c\u00f3 v\u1ec1 kh\u00e1ch h\u00e0ng c\u00e0ng chi ti\u1ebft, k\u1ebft n\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng c\u00e0ng hi\u1ec7u qu\u1ea3.<\/p>\n

\u0110\u1ec3 x\u00e2y d\u1ef1ng h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng ho\u00e0n ch\u1ec9nh nh\u1ea5t, b\u1ea1n c\u1ea7n thu th\u1eadp v\u00e0 l\u01b0u tr\u1eef th\u00f4ng tin t\u1eeb t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh v\u00e0o h\u1ec7 th\u1ed1ng CRM, trong \u0111\u00f3 bao g\u1ed3m c\u1ea3 th\u00f4ng tin c\u00f3 \u0111\u01b0\u1ee3c th\u00f4ng qua qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c tr\u1ef1c tuy\u1ebfn.<\/p>\n

Nh\u1eefng l\u1ea7n tr\u00f2 chuy\u1ec7n sau, c\u00e1c agent c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng truy c\u1eadp v\u00e0o h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u \u0111\u00f3 \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c, kh\u00e1ch h\u00e0ng kh\u00f4ng c\u1ea7n ph\u1ea3i gi\u1edbi thi\u1ec7u b\u1ea3n th\u00e2n m\u00ecnh m\u1ed7i l\u1ea7n quay l\u1ea1i, trong khi agent c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng nh\u1eadn ra v\u00e0 ch\u00e0o \u0111\u00f3n kh\u00e1ch h\u00e0ng. Nh\u1edd v\u1eady, c\u00e1c agent c\u1ee7a b\u1ea1n s\u1ebd c\u00f3 s\u1ef1 th\u1ea5u hi\u1ec3u v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng chi ti\u1ebft h\u01a1n \u0111\u1ec3 \u0111\u01b0a ra h\u1ed7 tr\u1ee3 ph\u00f9 h\u1ee3p, ch\u00ednh x\u00e1c, t\u1eeb \u0111\u00f3 l\u00e0m t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng.<\/p>\n

H\u1ed7 tr\u1ee3 agent l\u00e0m vi\u1ec7c thu\u1eadn l\u1ee3i<\/h2>\n

Khi t\u00edch h\u1ee3p live chat v\u1edbi CRM, l\u1ecbch s\u1eed chat (chat transcripts) tr\u1edf th\u00e0nh m\u1ed9t ph\u1ea7n trong h\u1ed3 s\u01a1 CRM. C\u00e1c agent ch\u1ec9 c\u1ea7n tra c\u1ee9u trong CRM \u0111\u1ec3 bi\u1ebft \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng n\u00e0y \u0111\u00e3 t\u1eebng t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p nh\u01b0 th\u1ebf n\u00e0o, \u0111\u00e3 mua h\u00e0ng hay ch\u01b0a, vi\u1ec7c ra quy\u1ebft \u0111\u1ecbnh h\u00e0ng c\u00f3 li\u00ean quan hay ch\u1ecbu t\u00e1c \u0111\u1ed9ng t\u1eeb nh\u1eefng trao \u0111\u1ed5i tr\u00ean live chat hay kh\u00f4ng. Khi t\u1ea5t c\u1ea3 m\u1ecdi th\u1ee9 \u0111\u01b0\u1ee3c qu\u1ea3n l\u00fd, s\u1eafp x\u1ebfp khoa h\u1ecdc t\u1ea1i m\u1ed9t n\u01a1i, c\u00e1c agent d\u1ec5 d\u00e0ng t\u1ed1i \u01b0u th\u1eddi gian v\u00e0 hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c ch\u1eafc ch\u1eafn s\u1ebd t\u0103ng t\u1ed1i \u0111a.<\/p>\n

T\u0103ng\u00a0doanh s\u1ed1<\/h2>\n

Khi m\u1ed9t ng\u01b0\u1eddi truy c\u1eadp website b\u1eaft \u0111\u1ea7u cu\u1ed9c tr\u00f2 chuy\u1ec7n qua live chat, \u0111\u00e2y ch\u00ednh l\u00e0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng. B\u1ea1n c\u00f3 th\u1ec3 kh\u1edfi \u0111\u1ed9ng ph\u1ec5u b\u00e1n h\u00e0ng v\u1edbi c\u00e1c d\u1eef li\u1ec7u m\u00ecnh thu th\u1eadp \u0111\u01b0\u1ee3c v\u00e0 b\u1ea1n h\u1eb3n s\u1ebd ng\u1ea1c nhi\u00ean v\u1edbi l\u01b0\u1ee3ng chuy\u1ec3n \u0111\u1ed5i.<\/p>\n

B\u1eb1ng c\u00e1ch k\u1ebft h\u1ee3p live chat v\u1edbi CRM, b\u1ea1n c\u00f3 th\u1ec3 nh\u00ecn th\u1ea5y t\u1ea5t c\u1ea3 m\u1ecdi th\u1ee9 b\u1ea1n\u00a0c\u1ea7n: d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c thu th\u1eadp qua c\u00e1c cu\u1ed9c chat, bao g\u1ed3m c\u1ea3 th\u00f4ng tin m\u1ea1ng x\u00e3 h\u1ed9i c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1ea1n\u00a0c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng th\u00f4ng tin n\u00e0y \u0111\u1ec3 thi\u1ebft k\u1ebf c\u00e1ch ph\u1ea3n h\u1ed3i ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng\u2026, \u0111\u1ed3ng th\u1eddi c\u0169ng c\u00f3 th\u1ec3 ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng v\u00e0 t\u1ed1i \u01b0u h\u00f3a c\u00e1c chi\u1ebfn d\u1ecbch c\u00e1 nh\u00e2n.<\/p>\n

\u0110\u1ed9i ng\u0169 b\u00e1n h\u00e0ng kh\u00f4ng ph\u1ea3i m\u1ea5t th\u1eddi gian t\u00ecm ki\u1ebfm nh\u1eefng th\u00f4ng tin quan tr\u1ecdng ph\u1ee5c v\u1ee5 b\u00e1n h\u00e0ng, h\u1ecd c\u00f3 th\u1ec3 g\u1ecdi v\u00e0 g\u1eedi email t\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng tr\u1ef1c ti\u1ebfp t\u1eeb CRM. Khi t\u1ea5t c\u1ea3 nh\u1eefng g\u00ec c\u1ea7n c\u00f3 \u0111\u1ec1u \u1edf c\u00f9ng tr\u00ean m\u1ed9t k\u00eanh, ch\u1eafc ch\u1eafn b\u1ea1n s\u1ebd t\u1ed1i \u01b0u \u0111\u01b0\u1ee3c th\u1eddi gian \u0111\u1ec3 t\u1ed1i \u01b0u ho\u1ea1t \u0111\u1ed9ng b\u00e1n h\u00e0ng v\u00e0 t\u0103ng doanh s\u1ed1.<\/p>\n

\"T\u00edch<\/p>\n

T\u00edch h\u1ee3p live chat v\u00e0 CRM gi\u00fap t\u1ed1i \u01b0u th\u1eddi gian v\u00e0 t\u0103ng hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c t\u1ed1i \u0111a<\/p>\n<\/div>\n

T\u1ea1m k\u1ebft<\/h2>\n

CRM gi\u00fap b\u1ea1n nh\u1eadn ra c\u00e1c kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh v\u00e0 \u0111em \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m t\u1ed1i \u01b0u xuy\u00ean su\u1ed1t. T\u00edch h\u1ee3p live chat v\u00e0 CRM gi\u00fap b\u1ea1n ti\u1ebft ki\u1ec7m th\u1eddi gian \u0111\u1ec3 gia t\u0103ng hi\u1ec7u su\u1ea5t \u0111\u00e1ng k\u1ec3.<\/p>\n

N\u1ebfu so s\u00e1nh doanh nghi\u1ec7p c\u1ee7a b\u1ea1n v\u1edbi nh\u00e0 h\u00e0ng \u0111\u01b0\u1ee3c nh\u1eafc \u0111\u1ebfn \u1edf ph\u1ea7n \u0111\u1ea7u, CRM \u0111\u1ea3m b\u1ea3o r\u1eb1ng b\u1ea1n s\u1ebd l\u00e0 m\u1ed9t ng\u01b0\u1eddi ph\u1ee5c v\u1ee5 tuy\u1ec7t v\u1eddi. V\u00e0 b\u1ea1n bi\u1ebft \u0111\u1ea5y, trong nh\u00e0 h\u00e0ng, d\u1ecbch v\u1ee5 ho\u00e0n h\u1ea3o lu\u00f4n s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c m\u1ed9t kho\u1ea3n tip (ti\u1ec1n th\u01b0\u1edfng) x\u1ee9ng \u0111\u00e1ng!<\/p>\n

Theo Olga Kolodynska<\/i><\/p>\n

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

    \n
  • [Infographic] V\u00ec sao Live Chat c\u1ea7n thi\u1ebft cho doanh nghi\u1ec7p?<\/em><\/li>\n
  • T\u1eadn d\u1ee5ng l\u1ecbch s\u1eed chat \u0111\u1ec3 c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    \u0110i\u1ec1u t\u01b0\u01a1ng t\u1ef1 c\u0169ng c\u00f3 th\u1ec3 x\u1ea3y ra trong qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch truy c\u1eadp website, khi b\u1ea1n kh\u00f4ng l\u01b0u gi\u1eef th\u00f4ng\u00a0tin kh\u00e1ch h\u00e0ng. T\u00edch h\u1ee3p live chat v\u00e0\u00a0CRM s\u1ebd gi\u00fap b\u1ea1n g\u1ee1 \u201cn\u00fat th\u1eaft\u201d n\u00e0y, \u0111\u1ec3 lu\u00f4n nh\u1eadn ra v\u00e0 tr\u00f2 chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng nh\u01b0 nh\u1eefng ng\u01b0\u1eddi b\u1ea1n.<\/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\/53358"}],"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=53358"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53358\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53358"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53358"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53358"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}