{"id":54210,"date":"2023-12-20T10:19:36","date_gmt":"2023-12-20T03:19:36","guid":{"rendered":"https:\/\/masterskills.org\/blog\/tang-loi-nhuan-nho-toi-uu-hoa-dich-vu-khach-hang.html"},"modified":"2023-12-20T10:19:36","modified_gmt":"2023-12-20T03:19:36","slug":"tang-loi-nhuan-nho-toi-uu-hoa-dich-vu-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/tang-loi-nhuan-nho-toi-uu-hoa-dich-vu-khach-hang.html","title":{"rendered":"T\u0103ng l\u1ee3i nhu\u1eadn nh\u1edd t\u1ed1i \u01b0u h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng"},"content":{"rendered":"
\u0110\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng trung th\u00e0nh th\u00ec d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u00f3ng m\u1ed9t vai tr\u00f2 c\u1ef1c k\u00ec quan tr\u1ecdng. N\u1ebfu d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng kh\u00f4ng t\u1ed1t s\u1ebd l\u00e0 m\u1ed9t l\u1ed7 h\u1ed5ng l\u1edbn trong doanh nghi\u1ec7p. Th\u1ef1c t\u1ebf l\u00e0 ch\u1ec9 c\u00f3 kho\u1ea3ng 4% kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng v\u00e0 l\u00ean ti\u1ebfng v\u00ec \u0111i\u1ec1u \u0111\u00f3, v\u00ec v\u1eady n\u1ebfu thi\u1ebfu c\u00e1c khi\u1ebfu n\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng th\u00ec kh\u00f4ng \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c d\u1ecbch v\u1ee5 b\u1ea1n \u0111ang cung c\u1ea5p l\u00e0 xu\u1ea5t s\u1eafc.<\/p>\n
\"\u0110\u1ec3<\/p>\n

\u0110\u1ec3 x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c m\u1ed9t m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi ph\u1ea3i m\u1ea5t r\u1ea5t nhi\u1ec1u th\u1eddi gian nh\u01b0ng ch\u1ec9 c\u1ea7n trong ch\u1edbp m\u1eaft, b\u1ea1n c\u00f3 th\u1ec3 ph\u00e1 v\u1ee1 m\u1ea5t \u0111i\u1ec1u \u0111\u00f3!<\/p>\n<\/div>\n

V\u1ea5n \u0111\u1ec1 \u0111\u1eb7t ra l\u00e0 l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 theo d\u00f5i hi\u1ec7u qu\u1ea3 d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, \u0111\u1ec3 t\u1eeb \u0111\u00f3 t\u00ecm ra gi\u1ea3i ph\u00e1p kh\u1eafc ph\u1ee5c c\u00e1i ch\u01b0a t\u1ed1t v\u00e0 ph\u00e1t huy nh\u1eefng \u0111i\u1ec3m t\u1ed1t? V\u00ec v\u1eady, \u0111\u1ec3 tr\u1ea3 l\u1eddi cho c\u00e2u h\u1ecfi tr\u00ean h\u00f4m nay Masterskills s\u1ebd gi\u1edbi thi\u1ec7u cho b\u1ea1n c\u00e1ch s\u1eed d\u1ee5ng m\u1ed9t ph\u1ea7n m\u1ec1m r\u1ea5t h\u1eefu \u00edch l\u00e0 KISSmetrics.<\/p>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 ch\u1ec9 s\u1ed1 d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng m\u00e0 s\u1ebd c\u00f3 t\u00e1c \u0111\u1ed9ng l\u1edbn nh\u1ea5t \u0111\u1ebfn l\u1ee3i nhu\u1eadn cu\u1ed1i c\u00f9ng c\u1ee7a doanh nghi\u1ec7p b\u1ea1n.<\/p>\n

1. T\u1ed5ng s\u1ed1 l\u01b0\u1ee3ng y\u00eau c\u1ea7u theo k\u00eanh<\/h2>\n

S\u1ed1 l\u01b0\u1ee3ng c\u1ee7a t\u1ea5t c\u1ea3 c\u00e1c c\u00e2u h\u1ecfi y\u00eau c\u1ea7u s\u1ef1 h\u1ed7 tr\u1ee3 m\u00e0 doanh nghi\u1ec7p b\u1ea1n nh\u1eadn \u0111\u01b0\u1ee3c l\u00e0 v\u00f4 c\u00f9ng quan tr\u1ecdng \u0111\u1ec3 theo d\u00f5i. V\u00e0 \u0111\u00e2y \u0111\u01b0\u1ee3c xem l\u00e0 nh\u1eefng con s\u1ed1 bi\u1ebft n\u00f3i gi\u00fap c\u00e1c doanh nghi\u1ec7p kh\u1eafc ph\u1ee5c \u0111\u01b0\u1ee3c nhi\u1ec1u y\u1ebfu \u0111i\u1ec3m trong d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng h\u01a1n. B\u1ea1n n\u00ean so s\u00e1nh \u0111\u1ed1i chi\u1ebfu s\u1ed1 li\u1ec7u n\u00e0y v\u1edbi nhi\u1ec1u ch\u1ec9 s\u1ed1 kh\u00e1c \u0111\u1ec3 c\u00f3 t\u00ednh x\u00e1c th\u1ef1c cao h\u01a1n.<\/p>\n

M\u1ed9t \u0111i\u1ec1u c\u1ea7n l\u01b0u \u00fd \u1edf \u0111\u00e2y, s\u1ed1 l\u01b0\u1ee3ng n\u00e0y s\u1ebd l\u00e0 l\u1ee3i th\u1ebf c\u1ee7a doanh nghi\u1ec7p b\u1ea1n \u0111\u1ec3 ch\u1ecdn \u201ck\u00eanh\u201d l\u00e0m vi\u1ec7c t\u1ed1t nh\u1ea5t \u0111\u1ec3 ph\u00e1t huy. B\u1ea1n b\u00e8 c\u1ee7a ch\u00fang t\u00f4i t\u1ea1i Wistia \u0111\u00e3 kh\u00f4ng ng\u1ea7n ng\u1ea1i x\u00f3a s\u1ed1 \u0111i\u1ec7n tho\u1ea1i t\u01b0 v\u1ea5n c\u00f3 tr\u00ean trang ch\u1ee7 \u0111\u1ec3 chuy\u1ec3n sang d\u00f9ng email, v\u00ec h\u1ecd cho r\u1eb1ng email cho ph\u00e9p h\u1ecd cung c\u1ea5p m\u1ed9t kinh nghi\u1ec7m t\u1ed1t h\u01a1n cho kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd.<\/p>\n

\"www.wistia.com\"<\/p>\n

www.wistia.com<\/p>\n<\/div>\n

B\u1ea1n ph\u1ea3i l\u00e0m vi\u1ec7c v\u1edbi c\u00e1c k\u00eanh ph\u00f9 h\u1ee3p v\u1edbi b\u1ea1n, kh\u00e1ch h\u00e0ng v\u00e0 quy m\u00f4 ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p.<\/p>\n

2. Th\u1eddi gian tr\u1ea3 l\u1eddi<\/h2>\n

T\u1ed1c \u0111\u1ed9 kh\u00f4ng ph\u1ea3i l\u00e0 t\u1ea5t c\u1ea3 nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng quan t\u00e2m, nh\u01b0ng n\u00f3 \u0111\u00f3ng m\u1ed9t vai tr\u00f2 r\u1ea5t quan tr\u1ecdng. V\u1edbi kh\u00e1ch h\u00e0ng, d\u1ecbch v\u1ee5 ch\u1eadm \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c l\u00e0 b\u1ea1n \u0111ang kh\u00f4ng quan t\u00e2m \u0111\u1ebfn kh\u00e1ch h\u00e0ng ho\u1eb7c kh\u00f4ng c\u00f3 \u0111\u1ee7 n\u0103ng l\u1ef1c \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1.<\/p>\n

\"Khi<\/p>\n

Khi kh\u00e1ch h\u00e0ng t\u00ecm \u0111\u1ebfn b\u1ea1n, h\u00e3y t\u1eadn d\u1ee5ng c\u01a1 h\u1ed9i!<\/p>\n<\/div>\n

M\u1ed9t th\u01b0\u1edbc \u0111o quan tr\u1ecdng \u0111\u1ec3 theo d\u00f5i t\u00ednh hi\u1ec7u qu\u1ea3 c\u1ee7a d\u1eef li\u1ec7u n\u00e0y l\u00e0 t\u1ec9 l\u1ec7 \u0111\u00e1p \u1ee9ng trong v\u00f2ng 24h, ho\u1eb7c kh\u1ea3 n\u0103ng c\u1ee7a b\u1ea1n \u0111\u1ec3 tr\u1ea3 l\u1eddi m\u1ed9t th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng trong v\u00f2ng 24h. Khi n\u00f3i \u0111\u1ebfn email h\u1ed7 tr\u1ee3, kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng mu\u1ed1n ch\u1edd \u0111\u1ee3i h\u01a1n m\u1ed9t v\u00e0i gi\u1edd, v\u00e0 ch\u1eafc ch\u1eafn kh\u00f4ng c\u00f3 nhi\u1ec1u h\u01a1n m\u1ed9t ng\u00e0y khi nghe l\u1ea1i t\u1eeb b\u1ea1n. M\u1ed9t l\u1eddi khuy\u00ean \u1edf \u0111\u00e2y l\u00e0: h\u00e3y trung th\u1ef1c, v\u00e0 th\u1ef1c hi\u1ec7n \u0111\u00fang l\u1eddi cam k\u1ebft \u0111\u1ec3 kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i m\u1ea5t ni\u1ec1m tin v\u00e0o doanh nghi\u1ec7p c\u1ee7a b\u1ea1n.<\/p>\n

Trong m\u1ed9t v\u00e0i nghi\u00ean c\u1ee9u ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f3 t\u00ednh ki\u00ean nh\u1eabn trong vi\u1ec7c ch\u1edd \u0111\u1ee3i. Trong v\u00f2ng 1 tu\u1ea7n c\u00f3 \u0111\u1ebfn 50% ng\u01b0\u1eddi ti\u00eau d\u00f9ng cung c\u1ea5p c\u00e2u tr\u1ea3 l\u1eddi cho c\u00e2u h\u1ecfi c\u1ee7a m\u1ed9t doanh nghi\u1ec7p v\u1ec1 vi\u1ec7c \u0111\u00e1nh gi\u00e1 s\u1ef1 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc khi h\u1ecd giao d\u1ecbch mua b\u00e1n. Kh\u00e1ch h\u00e0ng ch\u1ec9 vi\u1ec7c nh\u1ea5n n\u00fat \u201cOK\u201d n\u1ebfu s\u1ef1 h\u1ed7 tr\u1ee3 c\u1ee7a doanh nghi\u1ec7p \u0111\u00f3 kh\u00f4ng \u1ed5n v\u00e0 ng\u01b0\u1ee3c l\u1ea1i.<\/p>\n

Trong th\u1ef1c t\u1ebf, \u0111\u1ec3 c\u00f3 nh\u1eefng \u00fd t\u01b0\u1edfng v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 th\u00ec doanh nghi\u1ec7p c\u1ee7a b\u1ea1n n\u00ean xem x\u00e9t vi\u1ec7c c\u1ea3i thi\u1ec7n t\u1ec9 l\u1ec7 \u0111\u00e1p \u1ee9ng cho kh\u00e1ch h\u00e0ng trong v\u00f2ng 1h.<\/p>\n

3. T\u1ec9 l\u1ec7 gi\u1ea3i quy\u1ebft ngay l\u1ea7n \u0111\u1ea7u ti\u00ean<\/h2>\n

T\u1ec9 l\u1ec7 ph\u1ea3n h\u1ed3i c\u00e1c th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng t\u0103ng l\u00e0 m\u1ed9t t\u00edn hi\u1ec7u t\u1ed1t, nh\u01b0ng ph\u1ea3i \u0111i k\u00e8m v\u1edbi ch\u1ea5t l\u01b0\u1ee3ng c\u00e1c c\u00e2u tr\u1ea3 l\u1eddi th\u00ec m\u1edbi t\u1ea1o \u0111\u01b0\u1ee3c s\u1ef1 h\u00e0i l\u00f2ng cho kh\u00e1ch h\u00e0ng.<\/p>\n

\u0110i\u1ec1u n\u00e0y \u0111\u1eb7c bi\u1ec7t \u0111\u00fang \u0111\u1ed1i v\u1edbi c\u00e1c khi\u1ebfu n\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng, nh\u01b0 d\u1eef li\u1ec7u t\u1eeb Lee Resource \u0111\u00e3 cho th\u1ea5y c\u00f3 \u0111\u1ebfn 95% kh\u00e1ch h\u00e0ng s\u1ebd cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u01a1 h\u1ed9i th\u1ee9 hai n\u1ebfu b\u1ea1n x\u1eed l\u00ed \u0111\u01a1n khi\u1ebfu n\u1ea1i ban \u0111\u1ea7u c\u1ee7a h\u1ecd v\u00e0 k\u1ebft qu\u1ea3 th\u00e0nh c\u00f4ng m\u1ed9t c\u00e1ch k\u1ecbp th\u1eddi.<\/p>\n

Vi\u1ec7c theo d\u00f5i v\u00e0 t\u00edch c\u1ef1c c\u1ea3i thi\u1ec7n nhi\u1ec1u t\u01b0\u01a1ng t\u00e1c v\u1edbi s\u1ef1 tham gia t\u1eeb \u0111\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng th\u00ec kh\u00f4ng ch\u1ec9 gi\u00fap gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 nhanh ch\u00f3ng m\u00e0 c\u00f2n n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi c\u00e1c s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p b\u1ea1n cung c\u1ea5p.<\/p>\n

4. Th\u1eddi gian ph\u1ea3n h\u1ed3i v\u00e0 t\u1ec9 l\u1ec7 t\u1eeb b\u1ecf<\/h2>\n

C\u00f3 bao nhi\u00eau kh\u00e1ch h\u00e0ng \u0111\u00e3 r\u1eddi b\u1ecf khi \u0111ang tr\u00f2 chuy\u1ec7n v\u1edbi nh\u00e2n vi\u00ean t\u01b0 v\u1ea5n qua live chat?<\/p>\n

Trong tr\u00f2 chuy\u1ec7n qua live chat th\u00ec th\u1eddi gian ph\u1ea3n h\u1ed3i l\u00e0 r\u1ea5t quan tr\u1ecdng. Nh\u01b0 m\u1ed9t s\u1ed1 li\u1ec7u v\u1ec1 ng\u01b0\u1eddi ti\u00eau d\u00f9ng g\u1ea7n \u0111\u00e2y \u0111\u00e3 cho th\u1ea5y c\u00f3 71% kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i v\u00e0o s\u1ef1 h\u1ed7 tr\u1ee3 qua live chat trong v\u00f2ng 5 ph\u00fat, v\u00e0 40% kh\u00e1ch h\u00e0ng mong mu\u1ed1n \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 ngay l\u1eadp t\u1ee9c.<\/p>\n

Kho\u1ea3ng 60% s\u1ebd t\u1eeb b\u1ecf ho\u00e0n to\u00e0n m\u1ed9t trang web n\u1ebfu h\u1ecd kh\u00f4ng gi\u1eef ch\u00e2n \u0111\u01b0\u1ee3c m\u1ed9t ng\u01b0\u1eddi truy c\u1eadp b\u1ea5t k\u00ec, \u0111i\u1ec1u \u0111\u00f3 s\u1ebd d\u1eabn \u0111\u1ebfn vi\u1ec7c b\u1ea1n c\u00f3 th\u1ec3 \u0111\u00e3 \u0111\u00e1nh m\u1ea5t kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u00e0 g\u00e2y cho kh\u00e1ch h\u00e0ng c\u00f3 c\u1ea3m gi\u00e1c kh\u00f3 ch\u1ecbu n\u1ebfu b\u1ea1n kh\u00f4ng \u0111\u1ec3 \u00fd \u0111\u1ebfn nh\u1eefng con s\u1ed1 th\u1eddi gian tr\u00ean.<\/p>\n

Khi m\u1ed9t kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7, b\u1ea1n c\u00f3 th\u1ec3 l\u00e0m ch\u1eadm ti\u1ebfn \u0111\u1ed9 v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 m\u00e0 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i v\u1edbi th\u1ea9m quy\u1ec1n v\u00e0 n\u0103ng l\u1ef1c c\u00e1 nh\u00e2n. Nh\u01b0ng vi\u1ec7c b\u1eaft \u0111\u1ea7u cu\u1ed9c tr\u00f2 chuy\u1ec7n m\u1ed9t c\u00e1ch nhanh ch\u00f3ng l\u00e0 \u0111i\u1ec1u b\u1eaft bu\u1ed9c ph\u1ea3i c\u00f3.<\/p>\n

5. S\u1ef1 h\u00e0i l\u00f2ng t\u1ee9c th\u00ec<\/h2>\n

S\u1ebd l\u00e0 m\u1ed9t kh\u00f3 kh\u0103n \u0111\u1ec3 \u0111\u1ecbnh l\u01b0\u1ee3ng kh\u1ea3 n\u0103ng nh\u00f3m c\u1ee7a b\u1ea1n trong vi\u1ec7c l\u00e0m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng, nh\u01b0ng nh\u1eefng y\u1ebfu t\u1ed1 c\u1ee7a s\u1ef1 h\u00e0i l\u00f2ng l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 x\u00e2y d\u1ef1ng t\u00ednh truy\u1ec1n mi\u1ec7ng gi\u1eefa c\u00e1c kh\u00e1ch h\u00e0ng v\u00e0 gi\u1eef h\u1ecd quay tr\u1edf l\u1ea1i website h\u01a1n.<\/p>\n

Zappp c\u00f3 m\u1ed9t m\u00f4 h\u00ecnh th\u00fa v\u1ecb \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 h\u00ecnh th\u1ee9c tr\u1ea3i nghi\u1ec7m h\u1ea1nh ph\u00fac \u0111\u1ec3 \u0111o l\u01b0\u1eddng 4 y\u1ebfu t\u1ed1 quan tr\u1ecdng sau:<\/p>\n

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  • L\u00e0 m\u1ed9t doanh nghi\u1ec7p b\u1ea1n c\u00f3 n\u1ed7 l\u1ef1c g\u1ea5p hai l\u1ea7n \u0111\u1ec3 t\u1ea1o m\u1ed9t k\u1ebft n\u1ed1i c\u1ea3m x\u00fac c\u00e1 nh\u00e2n (PEC) kh\u00f4ng?<\/li>\n
  • Doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u00f3 gi\u1eef m\u1ed1i quan h\u1ec7 th\u00e2n thi\u1ebft sau khi kh\u00e1ch h\u00e0ng ph\u1ea3n h\u1ed3i v\u1edbi n\u1ed7 l\u1ef1c \u0111\u00f3 kh\u00f4ng?<\/li>\n
  • Doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u00f3 gi\u1ea3i quy\u1ebft c\u00e1c nhu c\u1ea7u v\u00f4 h\u00ecnh kh\u00f4ng?<\/li>\n
  • Doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u00f3 cung c\u1ea5p s\u1ef1 tr\u1ea3i nghi\u1ec7m cho kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch h\u00e0i l\u00f2ng nh\u1ea5t kh\u00f4ng?<\/li>\n<\/ul>\n

    Trong khi \u0111i\u1ec1u n\u00e0y kh\u00f4ng ph\u1ea3i l\u00e0 lo\u1ea1i s\u1ed1 li\u1ec7u b\u1ea1n c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 cho m\u1ecdi t\u01b0\u01a1ng t\u00e1c, b\u1ea1n ch\u1eafc ch\u1eafn c\u00f3 th\u1ec3 l\u1ef1a ch\u1ecdn khi xem x\u00e9t n\u0103ng l\u1ef1c th\u1ef1c hi\u1ec7n ho\u1eb7c vi\u1ec7c \u0111\u00e0o t\u1ea1o th\u00e0nh vi\u00ean m\u1edbi. H\u00e3y t\u01b0\u1edfng t\u01b0\u1ee3ng vi\u1ec7c tr\u1ea3i qua c\u00e1c c\u00e2u h\u1ecfi t\u01b0\u01a1ng t\u1ef1 nh\u01b0 b\u1ea1n \u0111ang \u0111\u00e0o t\u1ea1o m\u1ed9t nh\u00e2n vi\u00ean m\u1edbi ho\u1eb7c m\u1ed9t th\u1ef1c t\u1eadp sinh. N\u00f3 gi\u00fap c\u1ea3 hai b\u00ean t\u1ed1i \u01b0u h\u00f3a cho c\u00e1c y\u1ebfu t\u1ed1 t\u1ea1o s\u1ef1 h\u00e0i l\u00f2ng.<\/p>\n

    \u0110\u1eebng qu\u00ean, d\u1eef li\u1ec7u \u0111\u1ecbnh t\u00ednh (\u0111o l\u01b0\u1eddng ch\u1ea5t l\u01b0\u1ee3ng) c\u0169ng c\u00f3 vai tr\u00f2 quan tr\u1ecdng nh\u01b0 d\u1eef li\u1ec7u \u0111\u1ecbnh l\u01b0\u1ee3ng khi b\u1ea1n \u0111o l\u01b0\u1eddng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. C\u00e1c lo\u1ea1i s\u1ed1 li\u1ec7u kh\u00f4ng ph\u00f9 h\u1ee3p trong m\u1ed9t b\u1ea3ng t\u00ednh th\u01b0\u1eddng l\u00e0 quan tr\u1ecdng nh\u1ea5t,<\/p>\n

    H\u1ed7 tr\u1ee3 \u0111i\u1ec1u khi\u1ec3n d\u1eef li\u1ec7u v\u1edbi s\u1ef1 tr\u1ee3 gi\u00fap c\u1ee7a Masterskills v\u00e0 KISSmetrics<\/h2>\n

    Kh\u00f4ng c\u00f3 g\u00ec b\u1ea5t ng\u1edd khi t\u1ea5t c\u1ea3 c\u00e1c s\u1ed1 li\u1ec7u gi\u00fap b\u1ea1n \u0111o l\u01b0\u1eddng n\u1ed7 l\u1ef1c ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p b\u1ea1n. Nh\u01b0ng c\u00f3 m\u1ed9t ph\u1ea7n quan tr\u1ecdng m\u00e0 b\u1ea1n \u0111\u00e3 b\u1ecf l\u1ee1, m\u1ed9t \u0111i\u1ec3m d\u1eef li\u1ec7u m\u00e0 t\u1ea5t c\u1ea3 c\u00e1c doanh nghi\u1ec7p \u0111ang c\u1ed1 g\u1eafng \u0111\u1ec3 kh\u00e1m ph\u00e1 \u2013 \u0111\u00f3 ch\u00ednh l\u00e0 t\u1ec9 l\u1ec7 ho\u00e0n v\u1ed1n \u0111\u1ea7u t\u01b0 (ROI). T\u1ea1i sao ch\u00fang ta l\u1ea1i l\u00e3ng ph\u00ed th\u1eddi gian \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a t\u1ea5t c\u1ea3 c\u00e1c s\u1ed1 li\u1ec7u, tr\u1eeb khi b\u1ea1n c\u1ea3m th\u1ea5y r\u1eb1ng vi\u1ec7c \u0111\u1ea1t \u0111\u01b0\u1ee3c c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng gi\u00e1 tr\u1ecb l\u1edbn cho c\u00e1c doanh nghi\u1ec7p? \u0110\u00f3 l\u00e0 nh\u1eefng g\u00ec m\u00e0 ch\u00fang ta mu\u1ed1n \u0111i\u1ec1u khi\u1ec3n t\u1ea5t c\u1ea3 c\u00e1c d\u1eef li\u1ec7u.<\/p>\n

    B\u1eb1ng c\u00e1ch k\u1ebft h\u1ee3p KISSmetrics v\u1edbi s\u1ef1 h\u01b0\u1edbng d\u1eabn c\u1ee7a Masterskills, b\u1ea1n c\u00f3 th\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c m\u1ed9t c\u00e2u tr\u1ea3 l\u1eddi r\u00f5 r\u00e0ng cho c\u00e2u h\u1ecfi h\u1ebft s\u1ee9c quan tr\u1ecdng v\u1ec1 ROI<\/p>\n

    B\u1ea3ng tr\u1ee3 gi\u00fap c\u1ee7a b\u1ea1n c\u00f3 ch\u1ee9a h\u1ea7u h\u1ebft c\u00e1c s\u1ed1 li\u1ec7u m\u00e0 ch\u00fang t\u00f4i \u0111\u00e3 \u0111\u1ec1 c\u1eadp \u0111\u1ebfn. KISSmetrics ch\u1ee9a d\u1eef li\u1ec7u v\u1ec1 t\u00e0i kho\u1ea3n kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n, k\u1ebf ho\u1ea1ch c\u1ee7a h\u1ecd, gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi, v\u00e0 t\u1ea5t c\u1ea3 c\u00e1c ho\u1ea1t \u0111\u1ed9ng theo chu k\u00ec quan tr\u1ecdng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. \u0110\u1eb7t hai t\u1ec7p d\u1eef li\u1ec7u so s\u00e1nh v\u1edbi nhau s\u1ebd cho b\u1ea1n th\u1ea5y nh\u1eefng \u0111i\u1ec1u th\u00fa v\u1ecb h\u01a1n.<\/p>\n

    Khi KISSmetrics nh\u1eadn d\u1eef li\u1ec7u t\u1eeb tr\u1ee3 gi\u00fap c\u1ee7a Masterskills, th\u00ec d\u1eef li\u1ec7u n\u00e0y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c g\u1eafn v\u1edbi m\u1ed9t kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea5t c\u1ea3 c\u00e1c d\u1eef li\u1ec7u v\u00f2ng \u0111\u1eddi c\u1ee7a ch\u00fang, cho ph\u00e9p b\u1ea1n x\u00e1c \u0111\u1ecbnh nh\u01b0 sau:<\/p>\n

      \n
    • Khi n\u00e0o b\u1ea1n n\u00ean xem x\u00e9t vi\u1ec7c thu\u00ea th\u00eam m\u1ed9t nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng?<\/li>\n
    • Chi ph\u00ed \u0111\u1ec3 h\u1ed7 tr\u1ee3 c\u00e1c kh\u00e1ch h\u00e0ng trung b\u00ecnh m\u1ed7i th\u00e1ng l\u00e0 bao nhi\u00eau?<\/li>\n
    • Bao nhi\u00eau ph\u1ea7n tr\u0103m y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3 t\u1eeb kh\u00e1ch h\u00e0ng l\u00e0 mi\u1ec5n ph\u00ed? bao nhi\u00eau kh\u00e1ch h\u00e0ng tr\u1ea3 ti\u1ec1n?<\/li>\n
    • L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 h\u1ed7 tr\u1ee3 kh\u1ed1i l\u01b0\u1ee3ng y\u00eau c\u1ea7u l\u00fac t\u0103ng l\u00fac gi\u1ea3m v\u00e0 l\u01b0u l\u01b0\u1ee3ng trong su\u1ed1t gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng?<\/li>\n
    • C\u00f3 bao nhi\u00eau kh\u00e1ch h\u00e0ng chia s\u1ebb b\u1ea5t k\u00ec th\u00f4ng tin c\u00e1 nh\u00e2n v\u00e0 chu k\u00ec mua s\u1eafm c\u1ee7a m\u00ecnh?<\/li>\n<\/ul>\n
      \"H\u00e3y<\/p>\n

      H\u00e3y ch\u1eafc ch\u1eafn r\u1eb1ng b\u1ea1n lu\u00f4n s\u1eb5n s\u00e0ng v\u1edbi m\u1ecdi kh\u00e1ch h\u00e0ng t\u1ea1i m\u1ecdi th\u1eddi \u0111i\u1ec3m.<\/p>\n<\/div>\n

      Ai n\u00f3i b\u1ea1n kh\u00f4ng th\u1ec3 \u0111i\u1ec1u khi\u1ec3n d\u1eef li\u1ec7u v\u1ec1 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng? B\u1eb1ng c\u00e1ch k\u1ebft h\u1ee3p KISSmetrics v\u1edbi s\u1ef1 tr\u1ee3 gi\u00fap c\u1ee7a Masterskills th\u00ec b\u1ea1n ch\u1eafc ch\u1eafn c\u00f3 th\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c. L\u1ee3i \u00edch quan tr\u1ecdng nh\u1ea5t l\u00e0 b\u1ea1n s\u1ebd c\u00f3 c\u00e1i nh\u00ecn ch\u01b0a t\u1eebng c\u00f3 d\u1ef1a tr\u00ean tr\u00ean c\u01a1 s\u1edf c\u00e1c kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 t\u1ed5ng th\u1ec3 d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p m\u00ecnh. S\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 nh\u01b0 Masterskills v\u00e0 KISSmetrics s\u1ebd l\u00e0 c\u00e1c c\u0103n c\u1ee9 \u0111\u1ec3 b\u1ea1n x\u00e1c \u0111\u1ecbnh s\u1ed1 l\u01b0\u1ee3ng h\u1ed7 tr\u1ee3.<\/p>\n

      D\u1eef li\u1ec7u \u0111\u1ecbnh t\u00ednh c\u0169ng kh\u00f4ng k\u00e9m ph\u1ea7n quan tr\u1ecdng trong vi\u1ec7c \u0111o l\u01b0\u1eddng ROI li\u00ean quan \u0111\u1ebfn c\u00e1c ho\u1ea1t \u0111\u1ed9ng c\u1ee7a nh\u00f3m b\u1ea1n v\u00e0 to\u00e0n th\u1ec3 doanh nghi\u1ec7p b\u1ea1n.<\/p>\n

      V\u1ec1 ph\u1ea7n doanh nghi\u1ec7p b\u1ea1n?<\/h2>\n

      B\u00e2y gi\u1edd b\u1ea1n \u0111\u00e3 bi\u1ebft ch\u00ednh x\u00e1c l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 b\u1eaft \u0111\u1ea7u \u00e1p d\u1ee5ng nh\u1eefng hi\u1ec3u bi\u1ebft \u0111i\u1ec1u khi\u1ec3n d\u1eef li\u1ec7u \u0111\u1ec3 t\u0103ng s\u1ef1 tr\u1ea3i nghi\u1ec7m cho kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n.<\/p>\n

      H\u00e3y \u0111\u01b0a ra m\u1ed9t quy\u1ebft \u0111\u1ecbnh th\u00f4ng minh \u0111\u1ec3 l\u00e0m th\u1ebf n\u00e0o b\u1ea1n cung c\u1ea5p v\u00e0 \u0111o l\u01b0\u1eddng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p b\u1ea1n cung c\u1ea5p, v\u00e0 \u0111\u00f3 s\u1ebd l\u00e0 m\u1ed9t c\u01a1 h\u1ed9i tuy\u1ec7t v\u1eddi \u0111\u1ec3 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n t\u1ea1o \u0111i\u1ec3m kh\u00e1c bi\u1ec7t so v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7.<\/p>\n

      \u0110i\u1ec1u n\u00e0y cho ph\u00e9p b\u1ea1n x\u00e2y d\u1ef1ng doanh nghi\u1ec7p theo nh\u1eefng g\u00ec quan tr\u1ecdng nh\u1ea5t \u2013 ch\u00ednh l\u00e0 kh\u00e1ch h\u00e0ng trung th\u00e0nh!<\/p>\n

      Theo\u00a0KISSmetrics<\/em><\/p>\n

      B\u00e0i li\u00ean quan: T\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng khi s\u1eed d\u1ee5ng Live Chat<\/em><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      \u0110\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng trung th\u00e0nh th\u00ec d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u00f3ng m\u1ed9t vai tr\u00f2 c\u1ef1c k\u00ec quan tr\u1ecdng. N\u1ebfu d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng kh\u00f4ng t\u1ed1t s\u1ebd l\u00e0 m\u1ed9t l\u1ed7 h\u1ed5ng l\u1edbn trong doanh nghi\u1ec7p. Th\u1ef1c t\u1ebf l\u00e0 ch\u1ec9 c\u00f3 kho\u1ea3ng 4% kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i […]<\/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\/54210"}],"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=54210"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/54210\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=54210"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=54210"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=54210"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}