{"id":57433,"date":"2023-12-20T21:42:39","date_gmt":"2023-12-20T14:42:39","guid":{"rendered":"https:\/\/masterskills.org\/blog\/livechat-da-thay-doi-hanh-vi-nguoi-tieu-dung-ra-sao.html"},"modified":"2023-12-20T21:42:39","modified_gmt":"2023-12-20T14:42:39","slug":"livechat-da-thay-doi-hanh-vi-nguoi-tieu-dung-ra-sao","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/livechat-da-thay-doi-hanh-vi-nguoi-tieu-dung-ra-sao.html","title":{"rendered":"Livechat \u0111\u00e3 thay \u0111\u1ed5i h\u00e0nh vi ng\u01b0\u1eddi ti\u00eau d\u00f9ng ra sao?"},"content":{"rendered":"
M\u1ecdi ng\u01b0\u1eddi ai c\u0169ng th\u00edch g\u1eedi tin nh\u1eafn v\u00ec s\u1ef1 ti\u1ec7n l\u1ee3i v\u00e0 ri\u00eang t\u01b0: c\u00f3 th\u1ec3 g\u1eedi ngay tr\u00ean \u0111\u01b0\u1eddng t\u1edbi c\u01a1 quan, khi \u0111ang \u0111i si\u00eau th\u1ecb hay l\u00fac ng\u1ed3i trong qu\u00e1n cafe. M\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u c\u00f3 th\u1ec3 g\u1eedi tin nh\u1eafn cho b\u1ea1n b\u00e8, gia \u0111\u00ecnh ho\u1eb7c \u0111\u1ed3ng nghi\u1ec7p \u1edf b\u1ea5t k\u1ef3 \u0111\u00e2u, v\u00e0o b\u1ea5t k\u1ef3 l\u00fac n\u00e0o v\u00e0 nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i ngay l\u1eadp t\u1ee9c. M\u1ed9t k\u00eanh t\u01b0\u01a1ng t\u00e1c qu\u00e1 ti\u1ec7n l\u1ee3i, t\u1ea1i sao c\u00e1c doanh nghi\u1ec7p l\u1ea1i kh\u00f4ng t\u1eadn d\u1ee5ng?<\/p>\n

Khi ng\u00e0y c\u00e0ng c\u00f3 nhi\u1ec1u doanh nghi\u1ec7p k\u1ebft h\u1ee3p c\u00e1c gi\u1ea3i ph\u00e1p tr\u00f2 chuy\u1ec7n tr\u1ef1c tuy\u1ebfn nh\u01b0 livechat; gi\u1ea3i ph\u00e1p k\u1ebft h\u1ee3p livechat v\u00e0 con ng\u01b0\u1eddi nh\u01b0 chatbot hybrid, ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u00e0 doanh nghi\u1ec7p c\u00e0ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng giao ti\u1ebfp v\u1edbi nhau theo c\u00e1ch d\u1ec5 d\u00e0ng nh\u1ea5t, nhanh ch\u00f3ng nh\u1ea5t c\u00f3 th\u1ec3.<\/p>\n

Nghi\u00ean c\u1ee9u \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n b\u1edfi Vi\u1ec7n Tin h\u1ecdc \u1ee9ng d\u1ee5ng Leipzig cho th\u1ea5y, livechat \u0111ang t\u1ea1o ra nh\u1eefng \u1ea3nh h\u01b0\u1edfng quan tr\u1ecdng t\u1edbi h\u00e0nh vi c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 nh\u1eefng th\u00f4ng tin c\u1ee5 th\u1ec3:<\/p>\n

\"live<\/p>\n

live chat<\/p>\n<\/div>\n

Livechat t\u00e1c \u0111\u1ed9ng t\u1edbi m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng \u2013 doanh nghi\u1ec7p<\/h2>\n

\u0110\u1ed1i v\u1edbi doanh nghi\u1ec7p c\u00f3 t\u01b0 duy d\u1ecbch v\u1ee5, t\u00edch h\u1ee3p livechat d\u01b0\u1eddng nh\u01b0 l\u00e0 vi\u1ec7c l\u00e0m kh\u00f4ng th\u1ec3 thi\u1ebfu \u2013 n\u1ebfu nh\u00ecn t\u1eeb g\u00f3c \u0111\u1ed9 th\u1ef1c t\u1ebf. B\u1edfi, ch\u1eb3ng ai c\u00f3 th\u1ec3 b\u1ecf qua m\u1ed9t l\u1ef1a nhanh ch\u00f3ng, thu\u1eadn ti\u1ec7n \u0111\u1ec3 kh\u1eafc ph\u1ee5c s\u1ef1 c\u1ed1, h\u01b0\u1edbng d\u1eabn kh\u00e1ch h\u00e0ng t\u00ecm \u0111\u1ebfn \u0111\u00fang s\u1ea3n ph\u1ea9m, gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc v\u00e0 nh\u1ea5t l\u00e0 cho ph\u00e9p agent c\u00f3 th\u1ec3 h\u1ed7 tr\u1ee3 nhi\u1ec1u kh\u00e1ch h\u00e0ng t\u1ea1i m\u1ed9t th\u1eddi \u0111i\u1ec3m. T\u1ef1u chung l\u1ea1i, livechat cho ph\u00e9p doanh nghi\u1ec7p cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed5ng th\u1ec3 h\u01a1n, hi\u1ec7u qu\u1ea3 h\u01a1n.<\/p>\n

B\u00ean c\u1ea1nh \u0111\u00f3, khi xem x\u00e9t nghi\u00ean c\u1ee9u t\u00e1c \u0111\u1ed9ng c\u1ee7a livechat v\u1edbi h\u00e0nh vi c\u1ee7a ng\u01b0\u1eddi d\u00f9ng, k\u1ebft qu\u1ea3 nghi\u00ean c\u1ee9u c\u0169ng ch\u1ec9 ra r\u1eb1ng, nh\u1eefng l\u1ee3i th\u1ebf n\u00e0y ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 chuy\u1ec3n th\u00e0nh nh\u1eefng y\u1ebfu t\u1ed1 c\u00f3 th\u1ec3 \u0111\u1ecbnh l\u01b0\u1ee3ng \u0111\u01b0\u1ee3c cho doanh nghi\u1ec7p.<\/p>\n

Livechat gi\u00fap c\u1ee7ng c\u1ed1 ni\u1ec1m tin, t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n

Nghi\u00ean c\u1ee9u \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n b\u1edfi Joel Mero J\u00e4rvinen \u0111\u00e3 so s\u00e1nh hai nh\u00f3m kh\u00e1ch h\u00e0ng, v\u1edbi l\u0129nh v\u1ef1c h\u00e0ng \u0111i\u1ec7n t\u1eed. Trong \u0111\u00f3, m\u1ed9t nh\u00f3m s\u1eed d\u1ee5ng livechat \u0111\u1ec3 k\u1ebft n\u1ed1i v\u1edbi b\u1ed9 ph\u1eadn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u v\u00e0 m\u1ed9t nh\u00f3m kh\u00f4ng s\u1eed d\u1ee5ng.<\/p>\n

Sau khi mua h\u00e0ng, c\u1ea3 hai nh\u00f3m tham gia m\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t tr\u1ef1c tuy\u1ebfn v\u1edbi li\u00ean k\u1ebft \u0111\u01b0\u1ee3c g\u1eedi tr\u1ef1c ti\u1ebfp t\u1edbi email c\u1ee7a h\u1ecd. K\u1ebft qu\u1ea3 l\u00e0, nh\u1eefng ng\u01b0\u1eddi d\u00f9ng live chat c\u00f3 m\u1ee9c \u0111\u1ed9 tin t\u01b0\u1edfng doanh nghi\u1ec7p cao h\u01a1n 6,2% so v\u1edbi nh\u00f3m kh\u00f4ng s\u1eed d\u1ee5ng. \u0110\u1ed3ng th\u1eddi, nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y c\u0169ng b\u00e0y t\u1ecf m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u1edbi doanh nghi\u1ec7p cao h\u01a1n 6,3%.<\/p>\n

B\u1edfi v\u00ec tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp t\u1ea1o \u0111i\u1ec1u ki\u1ec7n giao ti\u1ebfp hai chi\u1ec1u, nhanh ch\u00f3ng gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc gi\u1eefa ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u00e0 th\u01b0\u01a1ng hi\u1ec7u, do \u0111\u00f3, c\u0169ng ho\u00e0n to\u00e0n d\u1ec5 hi\u1ec3u t\u1ea1i sao nh\u1eadn th\u1ee9c c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u c\u0169ng t\u0103ng l\u00ean, d\u1eabn \u0111\u1ebfn m\u1ee9c \u0111\u1ed9 tin c\u1eady, h\u00e0i l\u00f2ng cao h\u01a1n.<\/p>\n

Ch\u1eafc ch\u1eafn, th\u01b0\u01a1ng hi\u1ec7u s\u1ebd r\u1ea5t vui khi th\u1ea5y kh\u00e1ch h\u00e0ng tin t\u01b0\u1edfng, t\u1eadn h\u01b0\u1edfng tr\u1ea3i nghi\u1ec7m mua h\u00e0ng tr\u01a1n tru t\u1eeb b\u1ea1n. Nh\u01b0ng l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 chuy\u1ec3n l\u1ee3i \u00edch v\u00f4 h\u00ecnh \u0111\u00f3 tr\u1edf n\u00ean h\u1eefu h\u00ecnh v\u00e0 c\u00f3 th\u1ec3 \u0111ong \u0111\u1ebfm \u0111\u01b0\u1ee3c?<\/p>\n

\"Live<\/p>\n

Live chat th\u00fac \u0111\u1ea9y \u00fd \u0111\u1ecbnh mua l\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

Live chat th\u00fac \u0111\u1ea9y \u00fd \u0111\u1ecbnh mua l\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n

B\u1ea1n \u0111\u00e3 c\u00f3 tr\u1ea3i nghi\u1ec7m t\u1ed1t v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u, b\u1ea1n tin t\u01b0\u1edfng v\u00e0o s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd. Theo b\u1ea3n n\u0103ng, b\u1ea1n s\u1ebd c\u00f3 xu h\u01b0\u1edbng quay tr\u1edf l\u1ea1i ti\u1ebfp t\u1ee5c mua h\u00e0ng. Nghi\u00ean c\u1ee9u c\u1ee7a Mero ph\u00e1t hi\u1ec7n ch\u00ednh x\u00e1c \u0111i\u1ec1u \u0111\u00f3. \u00dd \u0111\u1ecbnh mua l\u1ea1i c\u1ee7a nh\u00f3m kh\u00e1ch h\u00e0ng tr\u00f2 chuy\u1ec7n qua livechat cao h\u01a1n 5,5% so v\u1edbi nh\u1eefng ng\u01b0\u1eddi kh\u00f4ng s\u1eed d\u1ee5ng k\u00eanh n\u00e0y.<\/p>\n

Khi c\u00f3 th\u1ec3 \u0111\u00e3 thi\u1ebft l\u1eadp m\u1ee9c \u0111\u1ed9 tin c\u1eady v\u00e0 h\u00e0i l\u00f2ng cao h\u01a1n v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh qua livechat, kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng quay l\u1ea1i v\u00e0 ti\u1ebfp t\u1ee5c mua. Nh\u1edd \u0111\u00f3, vi\u1ec7c ch\u1ed1t \u0111\u01a1n s\u1ebd c\u00f3 t\u1ea7n su\u1ea5t l\u1eb7p l\u1ea1i nhi\u1ec1u h\u01a1n, t\u1ea1o n\u1ec1n t\u1ea3ng kinh doanh b\u1ec1n v\u1eefng cho th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

Livechat khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng chia s\u1ebb v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u<\/h2>\n

Nghi\u00ean c\u1ee9u c\u0169ng cho th\u1ea5y r\u1eb1ng livechat \u1ea3nh h\u01b0\u1edfng t\u00edch c\u1ef1c \u0111\u1ebfn \u00fd \u0111\u1ecbnh truy\u1ec1n mi\u1ec7ng (WOM) c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng. Theo \u0111\u1ecbnh ngh\u0129a c\u1ee7a T\u1eeb \u0111i\u1ec3n Kinh doanh, ti\u1ebfp th\u1ecb truy\u1ec1n mi\u1ec7ng l\u00e0 \u201cl\u1eddi gi\u1edbi thi\u1ec7u b\u1eb1ng mi\u1ec7ng ho\u1eb7c b\u1eb1ng v\u0103n b\u1ea3n c\u1ee7a m\u1ed9t kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng cho kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u1ec1 m\u1ed9t h\u00e0ng h\u00f3a ho\u1eb7c d\u1ecbch v\u1ee5\u201d. \u0110\u1ed3ng th\u1eddi, \u0111\u00e2y c\u0169ng l\u00e0 \u201ch\u00ecnh th\u1ee9c qu\u1ea3ng b\u00e1 hi\u1ec7u qu\u1ea3 nh\u1ea5t\u201d.<\/p>\n

Nghi\u00ean c\u1ee9u c\u1ee7a Mero cho th\u1ea5y r\u1eb1ng th\u00f4ng qua live chat, giao ti\u1ebfp hai chi\u1ec1u c\u00f3 \u201c\u1ea3nh h\u01b0\u1edfng l\u1edbn nh\u1ea5t \u0111\u1ebfn \u00fd \u0111\u1ecbnh chia s\u1ebb WOM t\u00edch c\u1ef1c c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng\u201d. N\u00f3 khi\u1ebfn nh\u1eefng kh\u00e1ch h\u00e0ng \u1ee7ng h\u1ed9 b\u1ea1n tr\u1edf th\u00e0nh nh\u1eefng ng\u01b0\u1eddi trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

K\u1ebft th\u00fac nghi\u00ean c\u1ee9u, c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u khuy\u1ebfn kh\u00edch doanh nghi\u1ec7p n\u00ean khai th\u00e1c tri\u1ec7t \u0111\u1ec3 vai tr\u00f2 c\u1ee7a livechat. \u0110\u1eb7c bi\u1ec7t l\u00e0 b\u1edfi, \u201ck\u1ebft qu\u1ea3 nghi\u00ean c\u1ee9u c\u0169ng ch\u1ec9 ra r\u1eb1ng, t\u01b0\u01a1ng t\u00e1c hai chi\u1ec1u theo nh\u1eefng c\u00e1ch c\u00e1 nh\u00e2n ho\u00e1 nh\u01b0 live chat c\u00f3 th\u1ec3 t\u1ea1o ra nh\u1eefng \u1ea3nh h\u01b0\u1edfng t\u00edch c\u1ef1c v\u00e0 quan tr\u1ecdng \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng khi mua s\u1eafm online v\u00e0 t\u1ea1i c\u1eeda h\u00e0ng\u201d.<\/p>\n

B\u1ea5t k\u1ef3 doanh nghi\u1ec7p n\u00e0o trong l\u0129nh v\u1ef1c Th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed n\u00ean hi\u1ec3u r\u1eb1ng, c\u00e1ch h\u1ecd t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn s\u1ebd quy\u1ebft \u0111\u1ecbnh danh ti\u1ebfng th\u01b0\u01a1ng hi\u1ec7u c\u0169ng nh\u01b0 c\u00e1ch kh\u00e1ch h\u00e0ng tin t\u01b0\u1edfng, trung th\u00e0nh v\u1edbi m\u00ecnh.<\/p>\n

\u0110\u00f3 c\u0169ng ch\u00ednh l\u00e0 l\u00fd do v\u00ec sao live chat \u0111\u01b0\u1ee3c c\u00e1c chuy\u00ean gia \u0111\u00e1nh gi\u00e1 l\u00e0 xu th\u1ebf c\u1ee7a t\u01b0\u01a1ng t\u00e1c c\u00e1 nh\u00e2n ho\u00e1 gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng trong t\u01b0\u01a1ng lai g\u1ea7n.<\/p>\n

Theo Michelle\u00a0<\/em><\/p>\n

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

    \n
  • Ti\u1ebfp th\u1ecb \u0111\u00e0m tho\u1ea1i: Xu h\u01b0\u1edbng s\u1ebd t\u1ea1o \u0111\u1ed9t ph\u00e1 n\u0103m 2021<\/em><\/li>\n
  • 10 c\u00e1ch \u0111\u1ec3 Chatbot \u201cb\u1eaft chuy\u1ec7n\u201d t\u1ef1 nhi\u00ean nh\u1ea5t v\u1edbi kh\u00e1ch h\u00e0ng<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    Khi ng\u00e0y c\u00e0ng c\u00f3 nhi\u1ec1u doanh nghi\u1ec7p k\u1ebft h\u1ee3p c\u00e1c gi\u1ea3i ph\u00e1p tr\u00f2 chuy\u1ec7n tr\u1ef1c tuy\u1ebfn nh\u01b0 livechat; gi\u1ea3i ph\u00e1p k\u1ebft h\u1ee3p livechat v\u00e0 con ng\u01b0\u1eddi nh\u01b0 chatbot hybrid, ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u00e0 doanh nghi\u1ec7p c\u00e0ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng giao ti\u1ebfp v\u1edbi nhau theo c\u00e1ch d\u1ec5 d\u00e0ng nh\u1ea5t, nhanh ch\u00f3ng nh\u1ea5t c\u00f3 th\u1ec3.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[191],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/57433"}],"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=57433"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/57433\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=57433"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=57433"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=57433"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}