{"id":70123,"date":"2024-01-29T19:24:41","date_gmt":"2024-01-29T12:24:41","guid":{"rendered":"https:\/\/masterskills.org\/blog\/dich-vu-khach-hang-la-gi-cac-yeu-to-trong-dich-vu-khach-hang.html"},"modified":"2024-01-29T19:24:41","modified_gmt":"2024-01-29T12:24:41","slug":"dich-vu-khach-hang-la-gi-cac-yeu-to-trong-dich-vu-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/dich-vu-khach-hang-la-gi-cac-yeu-to-trong-dich-vu-khach-hang.html","title":{"rendered":"D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng la\u0300 gi\u0300? Ca\u0301c y\u00ea\u0301u t\u00f4\u0301 trong di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng"},"content":{"rendered":"
\n

Di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng kh\u00f4ng chi\u0309 \u0111\u01a1n thu\u00e2\u0300n la\u0300 m\u00f4\u0323t ph\u00e2\u0300n cu\u0309a hoa\u0323t \u0111\u00f4\u0323ng kinh doanh, ma\u0300 co\u0300n la\u0300 chi\u0300a kho\u0301a cu\u0309a s\u01b0\u0323 h\u00e0i lo\u0300ng va\u0300 m\u00f4\u0301i quan h\u00ea\u0323 l\u00e2u da\u0300i v\u01a1\u0301i kha\u0301ch ha\u0300ng. <\/span>Theo ba\u0301o ca\u0301o cu\u0309a Salesforce<\/span>, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t khi\u1ebfn 88% kha\u0301ch ha\u0300ng mua l\u1ea1i v\u00e0 75% kha\u0301ch ha\u0300ng gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u00ea\u0323u v\u01a1\u0301i ng\u01b0\u01a1\u0300i kha\u0301c. Kha\u0301m pha\u0301 ca\u0301ch x\u00e2y d\u1ef1ng m\u1ed9t h\u1ec7 th\u1ed1ng di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng t\u00f4\u0301t ngay trong ba\u0300i vi\u00ea\u0301t na\u0300y.<\/span><\/p>\n

Di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng la\u0300 gi\u0300?<\/b><\/h2>\n

D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng (Customer Service) l\u00e0 ho\u1ea1t \u0111\u1ed9ng cung c\u1ea5p h\u1ed7 tr\u1ee3, gi\u00fap \u0111\u1ee1 v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u, gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 v\u00e0 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c tr\u01b0\u01a1\u0301c, trong va\u0300 ca\u0309 sau khi kha\u0301ch ha\u0300ng s\u01b0\u0309 du\u0323ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u00ea\u0323p.<\/span><\/p>\n

\"Di\u0323ch<\/p>\n

Di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng la\u0300 gi\u0300?<\/p>\n<\/div>\n

D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 gi\u1edbi h\u1ea1n trong vi\u1ec7c gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc hay x\u1eed l\u00fd khi\u1ebfu n\u1ea1i m\u00e0 c\u00f2n bao g\u1ed3m vi\u1ec7c t\u01b0 v\u1ea5n th\u00f4ng tin chi ti\u1ebft v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5,\u00a0 t\u1ea1o m\u00f4i tr\u01b0\u1eddng giao ti\u1ebfp thu\u1eadn l\u1ee3i, cung c\u00e2\u0301p ca\u0301c ch\u01b0\u01a1ng tri\u0300nh ch\u0103m so\u0301c kha\u0301ch ha\u0300ng\u2026 \u0111\u1ec3 t\u0103ng c\u01b0\u1eddng m\u1ed1i quan h\u1ec7 gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 \u0111\u01b0\u01a1\u0323c h\u00f4\u0303 tr\u01a1\u0323 tri\u00ea\u0309n khai b\u0103\u0300ng nhi\u1ec1u ph\u01b0\u01a1ng ti\u1ec7n kh\u00e1c nhau nh\u01b0 qua \u0111i\u1ec7n tho\u1ea1i, tr\u1ef1c tuy\u1ebfn qua email, chat tr\u00ean website hay ma\u0323ng xa\u0303 h\u00f4\u0323i, giao ti\u00ea\u0301p tr\u01b0\u0323c ti\u00ea\u0301p v\u00e0 c\u00e1c k\u00eanh kh\u00e1c.<\/span><\/p>\n

T\u1ea7m quan tr\u1ecdng c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p<\/b><\/h2>\n

Vai tr\u00f2 c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng r\u1ea5t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p v\u00ec n\u00f3 \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn s\u1ef1 th\u00e0nh c\u00f4ng v\u00e0 b\u1ec1n v\u1eefng c\u1ee7a doanh nghi\u1ec7p:<\/span><\/p>\n

X\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng:<\/b> D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng gi\u00fap x\u00e2y d\u1ef1ng v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 t\u1ed1t \u0111\u1eb9p v\u1edbi kh\u00e1ch h\u00e0ng. M\u1ed9t d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t c\u00f3 th\u1ec3 t\u1ea1o ra l\u00f2ng trung th\u00e0nh t\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng kh\u1ea3 n\u0103ng quay l\u1ea1i s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. <\/span>77% l\u00e3nh \u0111\u1ea1o doanh nghi\u1ec7p<\/span> cho bi\u00ea\u0301t di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng hoa\u0300n ha\u0309o s\u1ebd t\u0103ng kh\u1ea3 n\u0103ng gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

\"Di\u0323ch<\/p>\n

Di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng \u0111em la\u0323i nhi\u00ea\u0300u l\u01a1\u0323i i\u0301ch cho doanh nghi\u00ea\u0323p<\/p>\n<\/div>\n

T\u0103ng c\u01b0\u1eddng uy t\u00edn v\u00e0 h\u00ecnh \u1ea3nh c\u1ee7a doanh nghi\u1ec7p:<\/b> D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u1ea5t l\u01b0\u1ee3ng cao gi\u00fap t\u1ea1o ra m\u1ed9t \u1ea5n t\u01b0\u1ee3ng t\u00edch c\u1ef1c v\u1edbi kh\u00e1ch h\u00e0ng. S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 lan truy\u1ec1n th\u00f4ng qua t\u1eeb kh\u1ea9u v\u00e0 \u0111\u00e1nh gi\u00e1 t\u00edch c\u1ef1c, t\u1ea1o ra m\u1ed9t h\u00ecnh \u1ea3nh t\u1ed1t cho doanh nghi\u1ec7p.<\/span><\/p>\n

T\u1ea1o ra c\u01a1 h\u1ed9i thu hu\u0301t kha\u0301ch ha\u0300ng m\u01a1\u0301i va\u0300 ba\u0301n ha\u0300ng: <\/b>Khi kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng hoa\u0300n ha\u0309o, h\u1ecd c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng chia s\u1ebb tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c c\u1ee7a m\u00ecnh v\u1edbi b\u1ea1n b\u00e8, gia \u0111\u00ecnh v\u00e0 \u0111\u1ed3ng nghi\u1ec7p. Theo <\/span>nghi\u00ean c\u1ee9u c\u1ee7a Nielsen<\/span>, 92% kh\u00e1ch h\u00e0ng tin t\u01b0\u1edfng l\u1eddi gi\u1edbi thi\u1ec7u t\u1eeb b\u1ea1n b\u00e8 v\u00e0 gia \u0111\u00ecnh h\u01a1n c\u00e1c h\u00ecnh th\u1ee9c qu\u1ea3ng c\u00e1o kh\u00e1c. Vi\u0300 v\u00e2\u0323y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 bi\u1ebfn nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u01a1\u0301i di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng tha\u0300nh nh\u1eefng ng\u01b0\u1eddi \u1ee7ng h\u1ed9 th\u01b0\u01a1ng hi\u1ec7u, m\u1edf r\u1ed9ng ph\u1ea1m vi ti\u1ebfp c\u1eadn v\u00e0 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi.<\/span><\/p>\n

Gi\u1ea3m chi ph\u00ed v\u00e0 t\u0103ng hi\u1ec7u qu\u1ea3: <\/b>D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t c\u00f3 th\u1ec3 gi\u1ea3m thi\u1ec3u chi ph\u00ed m\u00e0 doanh nghi\u1ec7p ph\u1ea3i ch\u1ecbu \u0111\u1ed1i v\u1edbi vi\u1ec7c x\u1eed l\u00fd khi\u1ebfu n\u1ea1i, tr\u1ea3 l\u1ea1i h\u00e0ng h\u00f3a ho\u1eb7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng sau b\u00e1n h\u00e0ng. Ngo\u00e0i ra, vi\u1ec7c duy tr\u00ec m\u1ed9t m\u1ed1i quan h\u1ec7 t\u1ed1t v\u1edbi kh\u00e1ch h\u00e0ng c\u0169ng gi\u00fap t\u0103ng c\u01b0\u1eddng hi\u1ec7u qu\u1ea3 trong vi\u1ec7c b\u00e1n h\u00e0ng l\u1ea1i cho h\u1ecd. M\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a <\/span>Bain & Company<\/span> ti\u1ebft l\u1ed9 r\u1eb1ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng t\u0103ng 5% c\u00f3 th\u1ec3 t\u0103ng l\u1ee3i nhu\u1eadn l\u00ean 25-95%.<\/span><\/p>\n

Y\u1ebfu t\u1ed1 quan tr\u1ecdng c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/b><\/h2>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 y\u1ebfu t\u1ed1 quan tr\u1ecdng go\u0301p ph\u00e2\u0300n ta\u0323o n\u00ean t\u01b0 duy d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng chuy\u00ean nghi\u00ea\u0323p, t\u00e2\u0323n t\u00e2m:<\/span><\/p>\n

S\u1ef1 hi\u1ec3u bi\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

Theo <\/span>Salesforce<\/span>, kh\u00e1ch h\u00e0ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng mua h\u00e0ng h\u01a1n t\u1eeb nh\u1eefng th\u01b0\u01a1ng hi\u1ec7u hi\u1ec3u h\u1ecd v\u00e0 65% kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i th\u01b0\u01a1ng hi\u00ea\u0323u hi\u1ec3u nhu c\u1ea7u v\u00e0 mong \u0111\u1ee3i c\u1ee7a h\u1ecd. S\u1ef1 hi\u1ec3u bi\u1ebft v\u00ea\u0300 kha\u0301ch ha\u0300ng \u0111\u00f2i h\u1ecfi doanh nghi\u1ec7p ph\u1ea3i n\u1eafm r\u00f5 v\u00e0 s\u00e2u s\u1eafc v\u1ec1 nh\u1eefng kh\u00eda c\u1ea1nh sau:<\/span><\/p>\n

Nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng: <\/b>\u0110\u00e2y l\u00e0 \u0111i\u1ec3m kh\u1edfi \u0111\u1ea7u quan tr\u1ecdng \u0111\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p. S\u1ef1 hi\u1ec3u bi\u1ebft v\u1ec1 nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 c\u1ea7n v\u00e0 mu\u1ed1n t\u1eeb s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u00f3 th\u1ec3 gi\u00fap t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd.<\/span><\/p>\n

\u0110\u1eb7c \u0111i\u1ec3m c\u00e1 nh\u00e2n v\u00e0 t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng: <\/b>Hi\u1ec3u r\u00f5 v\u1ec1 \u0111\u1eb7c \u0111i\u1ec3m c\u00e1 nh\u00e2n, quan \u0111i\u1ec3m, gi\u00e1 tr\u1ecb, v\u00e0 t\u00e2m l\u00fd c\u1ee7a kh\u00e1ch h\u00e0ng gi\u00fap doanh nghi\u1ec7p t\u1ea1o ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c t\u01b0\u01a1ng t\u00e1c c\u00e1 nh\u00e2n h\u00f3a v\u00e0 ph\u00f9 h\u1ee3p.<\/span><\/p>\n

\"S\u01b0\u0323<\/p>\n

S\u01b0\u0323 hi\u00ea\u0309u bi\u00ea\u0301t s\u00e2u s\u0103\u0301c v\u00ea\u0300 kha\u0301ch ha\u0300ng se\u0303 giu\u0301p x\u00e2y d\u01b0\u0323ng di\u0323ch vu\u0323 t\u00f4\u0301t h\u01a1n<\/p>\n<\/div>\n

L\u1ecbch s\u1eed v\u00e0 h\u00e0nh vi ti\u00eau d\u00f9ng: <\/b>S\u1ef1 n\u1eafm b\u1eaft th\u00f4ng tin v\u1ec1 h\u00e0nh vi ti\u00eau d\u00f9ng tr\u01b0\u1edbc \u0111\u00e2y, c\u00e1c giao d\u1ecbch tr\u01b0\u1edbc \u0111\u00e2y, v\u00e0 l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c gi\u00fap doanh nghi\u1ec7p \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh d\u1ef1a tr\u00ean th\u00f4ng tin c\u00f3 \u00edch v\u00e0 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

Xem th\u00eam:<\/em><\/strong><\/p>\n

Insight kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? C\u00e1ch \u0111\u1ecdc v\u1ecb insight kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/em><\/strong><\/p>\n

T\u1ea7m quan tr\u1ecdng c\u1ee7a ch\u00e2n dung kh\u00e1ch h\u00e0ng. 7 b\u01b0\u1edbc x\u00e2y d\u1ef1ng ch\u00e2n dung kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau<\/em><\/strong><\/p>\n

Vi\u0301 du\u0323 v\u00ea\u0300 di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng cu\u0309a <\/span>Amazon<\/span>, m\u1ed9t trong nh\u1eefng c\u00f4ng ty th\u01b0\u01a1ng ma\u0323i \u0111i\u00ea\u0323n t\u01b0\u0309 l\u1edbn nh\u1ea5t th\u1ebf gi\u1edbi. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 \u0111i\u1ec3m n\u1ed5i b\u1eadt th\u00ea\u0309 hi\u00ea\u0323n s\u01b0\u0323 hi\u00ea\u0309u bi\u00ea\u0301t s\u00e2u s\u0103\u0301c c\u1ee7a Amazon v\u00ea\u0300 kha\u0301ch ha\u0300ng, giu\u0301p cho h\u1ecd tr\u1edf th\u00e0nh th\u01b0\u01a1ng hi\u1ec7u c\u00f3 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc:\u00a0<\/span><\/p>\n

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  • Theo d\u00f5i va\u0300 ca\u0309i thi\u00ea\u0323n tra\u0309i nghi\u00ea\u0323m kha\u0301ch ha\u0300ng:<\/b> Amazon kh\u00f4ng ch\u1ec9 ch\u00fa tr\u1ecdng \u0111\u1ebfn qu\u00e1 tr\u00ecnh mua s\u1eafm, m\u00e0 c\u00f2n theo d\u00f5i m\u1ecdi giao d\u1ecbch v\u00e0 ho\u1ea1t \u0111\u1ed9ng c\u1ee7a kh\u00e1ch h\u00e0ng. H\u1ecd s\u1eed d\u1ee5ng d\u1eef li\u1ec7u n\u00e0y \u0111\u1ec3 cung c\u1ea5p g\u1ee3i \u00fd s\u1ea3n ph\u1ea9m, theo d\u00f5i l\u1ecbch s\u1eed mua s\u1eafm, v\u00e0 t\u00f9y ch\u1ec9nh tr\u1ea3i nghi\u1ec7m mua s\u1eafm c\u1ee7a t\u1eebng ng\u01b0\u1eddi d\u00f9ng.<\/span><\/li>\n
  • Ph\u00e1t tri\u1ec3n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i: <\/b>Amazon l\u1eafng nghe ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng v\u00e0 s\u1eed d\u1ee5ng n\u00f3 \u0111\u1ec3 c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh li\u00ean t\u1ee5c. C\u00e1c \u0111\u00e1nh gi\u00e1 v\u00e0 nh\u1eadn x\u00e9t t\u1eeb ng\u01b0\u1eddi d\u00f9ng \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p v\u00e0o trang web, gi\u00fap ng\u01b0\u1eddi mua h\u00e0ng c\u00f3 c\u00e1i nh\u00ecn ch\u00e2n th\u1ef1c v\u00e0 \u0111\u1ea7y \u0111\u1ee7 v\u1ec1 s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5.<\/span><\/li>\n
  • D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3: <\/b>Amazon \u0111\u00e3 x\u00e2y d\u1ef1ng m\u1ed9t h\u1ec7 th\u1ed1ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng m\u1ea1nh me\u0303. H\u1ecd cung c\u1ea5p c\u00e1c k\u00eanh h\u1ed7 tr\u1ee3 nh\u01b0 chat tr\u1ef1c tuy\u1ebfn, \u0111i\u1ec7n tho\u1ea1i v\u00e0 email, v\u00e0 \u0111\u1eb7c bi\u1ec7t l\u00e0 h\u1ed7 tr\u1ee3 qua \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng. Th\u1eddi gian \u0111\u00e1p \u1ee9ng nhanh ch\u00f3ng gi\u00fap gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng ngay t\u1eeb l\u1ea7n \u0111\u1ea7u ti\u00ean li\u00ean h\u1ec7.<\/span><\/li>\n
  • Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ea3 trong qu\u00e1 tr\u00ecnh giao h\u00e0ng: <\/b>Amazon kh\u00f4ng ch\u1ec9 t\u1eadp trung v\u00e0o vi\u1ec7c giao h\u00e0ng nhanh ch\u00f3ng m\u00e0 c\u00f2n cung c\u1ea5p th\u00f4ng tin c\u1eadp nh\u1eadt v\u1ec1 qu\u00e1 tr\u00ecnh giao h\u00e0ng. H\u1ecd th\u00f4ng b\u00e1o khi h\u00e0ng \u0111\u00e3 \u0111\u01b0\u1ee3c \u0111\u00f3ng g\u00f3i, khi n\u00f3 r\u1eddi kho, v\u00e0 khi n\u00f3 \u0111\u1ebfn g\u1ea7n \u0111\u1ecba ch\u1ec9 giao h\u00e0ng. \u0110i\u1ec1u n\u00e0y t\u1ea1o ra s\u1ef1 an t\u00e2m v\u00e0 tin t\u01b0\u1edfng t\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
  • Ch\u00ednh s\u00e1ch ho\u00e0n ti\u1ec1n v\u00e0 \u0111\u1ed5i tr\u1ea3 linh ho\u1ea1t: <\/b>Amazon \u00e1p d\u1ee5ng ch\u00ednh s\u00e1ch ho\u00e0n ti\u1ec1n v\u00e0 \u0111\u1ed5i tr\u1ea3 linh ho\u1ea1t, gi\u00fap kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y an t\u00e2m khi mua s\u1eafm. H\u1ecd kh\u00f4ng ch\u1ec9 t\u1eadp trung v\u00e0o vi\u1ec7c b\u00e1n h\u00e0ng m\u00e0 c\u00f2n ch\u00fa tr\u1ecdng \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 tr\u1ea3i nghi\u1ec7m d\u00e0i h\u1ea1n c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n

    Giao ti\u1ebfp hi\u1ec7u qu\u1ea3<\/b><\/h3>\n

    Giao ti\u1ebfp hi\u1ec7u qu\u1ea3 l\u00e0 kh\u1ea3 n\u0103ng truy\u1ec1n \u0111\u1ea1t th\u00f4ng tin m\u1ed9t c\u00e1ch r\u00f5 r\u00e0ng v\u00e0 hi\u1ec7u qu\u1ea3 \u0111\u1ebfn ng\u01b0\u1eddi kh\u00e1c m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c v\u00e0 d\u1ec5 hi\u1ec3u nh\u1ea5t c\u00f3 th\u1ec3. \u0110\u00e2y l\u00e0 m\u1ed9t k\u1ef9 n\u0103ng quan tr\u1ecdng trong di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng:<\/span><\/p>\n

    Linh hoa\u0323t k\u00eanh giao ti\u00ea\u0301p: <\/b>S\u1eed d\u1ee5ng nhi\u1ec1u k\u00eanh giao ti\u1ebfp kh\u00e1c nhau nh\u01b0 h\u1ed9i tho\u1ea1i tr\u1ef1c ti\u1ebfp, email, tin nh\u1eafn, ho\u1eb7c h\u1ecdp tr\u1ef1c tuy\u1ebfn t\u00f9y thu\u1ed9c v\u00e0o t\u00ecnh hu\u1ed1ng.<\/span><\/p>\n

    L\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng:<\/b> Giao ti\u1ebfp hi\u1ec7u qu\u1ea3 kh\u00f4ng ch\u1ec9 bao g\u1ed3m vi\u1ec7c truy\u1ec1n \u0111\u1ea1t th\u00f4ng \u0111i\u1ec7p m\u00e0 c\u00f2n l\u00e0 kh\u1ea3 n\u0103ng l\u1eafng nghe v\u00e0 hi\u1ec3u \u00fd ki\u1ebfn c\u1ee7a ng\u01b0\u1eddi kh\u00e1c. L\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng gi\u00fap doanh nghi\u00ea\u0323p hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 quan \u0111i\u1ec3m v\u00e0 mong mu\u1ed1n c\u1ee7a kha\u0301ch ha\u0300ng.<\/span><\/p>\n

    S\u1eed d\u1ee5ng ng\u00f4n t\u1eeb r\u00f5 r\u00e0ng v\u00e0 \u0111\u01a1n gi\u1ea3n:<\/b> S\u1eed d\u1ee5ng ng\u00f4n t\u1eeb r\u00f5 r\u00e0ng, kh\u00f4ng ph\u1ee9c t\u1ea1p v\u00e0 tr\u00e1nh s\u1eed d\u1ee5ng thu\u1eadt ng\u1eef chuy\u00ean ng\u00e0nh khi kh\u00f4ng c\u1ea7n thi\u1ebft, gi\u00fap th\u00f4ng \u0111i\u1ec7p \u0111\u01b0\u1ee3c truy\u1ec1n \u0111\u1ea1t m\u1ed9t c\u00e1ch d\u1ec5 d\u00e0ng v\u00e0 hi\u1ec7u qu\u1ea3 h\u01a1n.<\/span><\/p>\n

    \"Giao<\/p>\n

    Giao ti\u00ea\u0301p hi\u00ea\u0323u qua\u0309 la\u0300 chi\u0300a kho\u0301a cu\u0309a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o<\/p>\n<\/div>\n

    Th\u1ec3 hi\u1ec7n ng\u00f4n ng\u1eef c\u01a1 th\u1ec3 t\u00edch c\u1ef1c: <\/b>S\u1eed d\u1ee5ng ng\u00f4n ng\u1eef c\u01a1 th\u1ec3 t\u00edch c\u1ef1c khi trao \u0111\u00f4\u0309i tr\u01b0\u0323c ti\u00ea\u0301p \u0111\u1ec3 t\u0103ng c\u01b0\u1eddng s\u1ef1 tin t\u01b0\u1edfng v\u00e0 hi\u1ec3u bi\u1ebft trong giao ti\u1ebfp.<\/span><\/p>\n

    S\u1ef1 ch\u00ednh x\u00e1c v\u00e0 \u0111\u1ed3ng nh\u1ea5t: <\/b>X\u00e1c \u0111\u1ecbnh th\u00f4ng \u0111i\u1ec7p c\u1ea7n truy\u1ec1n \u0111\u1ea1t tr\u01b0\u1edbc khi b\u1eaft \u0111\u1ea7u v\u00e0 s\u0103\u0301p x\u00ea\u0301p n\u00f3 m\u1ed9t c\u00e1ch c\u00f3 c\u1ea5u tr\u00fac \u0111\u1ec3 truy\u1ec1n t\u1ea3i m\u1ed9t c\u00e1ch d\u1ec5 hi\u1ec3u v\u00e0 logic. \u0110\u1ea3m b\u1ea3o r\u1eb1ng th\u00f4ng \u0111i\u1ec7p c\u1ee7a doanh nghi\u00ea\u0323p lu\u00f4n ch\u00ednh x\u00e1c v\u00e0 nh\u1ea5t qu\u00e1n. Tr\u00e1nh g\u00e2y hi\u1ec3u l\u1ea7m ho\u1eb7c m\u00e2u thu\u1eabn trong th\u00f4ng \u0111i\u1ec7p.<\/span><\/p>\n

    T\u1eadp trung v\u00e0o ng\u01b0\u1eddi nghe: <\/b>Hi\u1ec3u r\u00f5 \u0111\u1ed1i t\u01b0\u1ee3ng kha\u0301ch ha\u0300ng ma\u0300 doanh nghi\u00ea\u0323p c\u00e2\u0300n giao ti\u1ebfp v\u00e0 th\u00edch nghi phong c\u00e1ch giao ti\u1ebfp c\u1ee7a ho\u0323 \u0111\u1ec3 ph\u1ea3n \u00e1nh ph\u00f9 h\u1ee3p v\u1edbi h\u1ecd. Khuy\u1ebfn kh\u00edch kha\u0301ch ha\u0300ng tr\u00f2 chuy\u1ec7n v\u00e0 chia s\u1ebb \u00fd ki\u1ebfn, t\u1ea1o \u0111i\u1ec1u ki\u1ec7n cho m\u1ed9t cu\u1ed9c tr\u00f2 chuy\u1ec7n hai chi\u1ec1u.<\/span><\/p>\n

    V\u00ed d\u1ee5: <\/span>Di\u0323ch vu\u0323 gia\u0309i tri\u0301 tr\u01b0\u0323c tuy\u00ea\u0301n WATCHA<\/span> \u0111\u00e3 tri\u1ec3n khai tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111a k\u00eanh (\u01b0\u0301ng du\u0323ng di \u0111\u00f4\u0323ng, trang web, n\u00ea\u0300n ta\u0309ng ma\u0323ng xa\u0303 h\u00f4\u0323i Facebook\/Instagram,\u2026) cho ph\u00e9p c\u00e1c nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 linh hoa\u0323t kh\u00e1ch h\u00e0ng tr\u00ean c\u00e1c k\u00eanh ho\u0323 \u0111ang thu\u00e2\u0323n ti\u00ea\u0323n s\u01b0\u0309 du\u0323ng.<\/span><\/p>\n

    \u0110\u00e0o t\u1ea1o nh\u00e2n vi\u00ean v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

    \u0110\u00e0o t\u1ea1o nh\u00e2n vi\u00ean v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t b\u01b0\u1edbc quan tr\u1ecdng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng h\u1ecd c\u00f3 \u0111\u1ee7 k\u1ef9 n\u0103ng v\u00e0 ki\u1ebfn th\u1ee9c \u0111\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 t\u1ed1t nh\u1ea5t cho kh\u00e1ch h\u00e0ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 b\u01b0\u1edbc quan tr\u1ecdng khi ti\u1ebfn h\u00e0nh qu\u00e1 tr\u00ecnh \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng:<\/span><\/p>\n

    \u0110\u00e1nh gi\u00e1 nhu c\u1ea7u \u0111\u00e0o t\u1ea1o:<\/b><\/p>\n

      \n
    • X\u00e1c \u0111\u1ecbnh nh\u1eefng k\u1ef9 n\u0103ng v\u00e0 ki\u1ebfn th\u1ee9c c\u1ea7n thi\u1ebft: T\u00ecm hi\u1ec3u v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c k\u1ef9 n\u0103ng c\u1ea7n thi\u1ebft m\u00e0 nh\u00e2n vi\u00ean c\u1ea7n ph\u1ea3i c\u00f3 \u0111\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u1ea5t l\u01b0\u1ee3ng.<\/span><\/li>\n
    • X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m m\u1ea1nh v\u00e0 y\u1ebfu c\u1ee7a nh\u00e2n vi\u00ean: \u0110\u00e1nh gi\u00e1 k\u1ef9 n\u0103ng hi\u1ec7n c\u00f3 v\u00e0 nh\u1eefng \u0111i\u1ec3m c\u1ea7n c\u1ea3i thi\u1ec7n \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o c\u1ee5 th\u1ec3.<\/span><\/li>\n<\/ul>\n

      X\u00e2y d\u1ef1ng ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o:<\/b><\/p>\n

        \n
      • Thi\u1ebft k\u1ebf ch\u01b0\u01a1ng tr\u00ecnh h\u1ecdc: X\u00e1c \u0111\u1ecbnh c\u00e1c n\u1ed9i dung c\u1ea7n bao g\u1ed3m trong kh\u00f3a \u0111\u00e0o t\u1ea1o d\u1ef1a tr\u00ean nhu c\u1ea7u c\u1ee5 th\u1ec3 c\u1ee7a doanh nghi\u1ec7p v\u00e0 nh\u00e2n vi\u00ean.<\/span><\/li>\n
      • L\u1eadp k\u1ebf ho\u1ea1ch: X\u00e1c \u0111\u1ecbnh th\u1eddi gian, ngu\u1ed3n l\u1ef1c, v\u00e0 ph\u01b0\u01a1ng ph\u00e1p gi\u1ea3ng d\u1ea1y hi\u1ec7u qu\u1ea3 nh\u01b0 \u0111\u00e0o t\u1ea1o tr\u1ef1c ti\u1ebfp, h\u1ecdc tr\u1ef1c tuy\u1ebfn, ho\u1eb7c k\u1ebft h\u1ee3p c\u1ea3 hai.<\/span><\/li>\n
      • Ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o c\u00e2\u0300n li\u00ean tu\u0323c c\u00e2\u0323p nh\u00e2\u0323t \u0111\u1ec3 theo k\u1ecbp v\u1edbi c\u00e1c thay \u0111\u1ed5i trong s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, v\u00e0 k\u1ef9 thu\u1eadt ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n
        \"\u0110a\u0300o<\/p>\n

        \u0110a\u0300o ta\u0323o nh\u00e2n vi\u00ean ki\u0303 l\u01b0\u01a1\u0303ng \u0111\u00ea\u0309 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng lu\u00f4n t\u00f4\u0301t nh\u00e2\u0301t<\/p>\n<\/div>\n

        Ch\u1ee7 \u0111\u1ec1 \u0111\u00e0o t\u1ea1o:<\/b><\/p>\n

          \n
        • K\u1ef9 n\u0103ng giao ti\u1ebfp: T\u1eadp trung v\u00e0o c\u00e1ch giao ti\u1ebfp hi\u1ec7u qu\u1ea3 v\u1edbi kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch l\u1eafng nghe, ph\u1ea3n h\u1ed3i v\u00e0 x\u1eed l\u00fd c\u00e1c t\u00ecnh hu\u1ed1ng kh\u00f3 kh\u0103n.<\/span><\/li>\n
        • Ki\u1ebfn th\u1ee9c s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5: Cung c\u1ea5p ki\u1ebfn th\u1ee9c chi ti\u1ebft v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 \u0111\u1ec3 nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 gi\u1ea3i \u0111\u00e1p c\u00e1c c\u00e2u h\u1ecfi v\u00e0 t\u01b0 v\u1ea5n cho kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
        • Gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1: Hu\u1ea5n luy\u1ec7n nh\u00e2n vi\u00ean v\u1ec1 c\u00e1ch x\u1eed l\u00fd khi\u1ebfu n\u1ea1i, gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 v\u00e0 t\u00ecm ra c\u00e1c gi\u1ea3i ph\u00e1p th\u00edch h\u1ee3p.<\/span><\/li>\n<\/ul>\n

          Vi\u0301 d\u1ee5 v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng: <\/span>Starbucks<\/span> \u2013 chu\u00f4\u0303i ca\u0300 ph\u00ea n\u00f4\u0309i ti\u00ea\u0301ng \u0111a\u0303 t\u1ea1o d\u1ef1ng \u0111\u01b0\u1ee3c danh ti\u1ebfng m\u1ea1nh m\u1ebd nh\u1edd di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng hoa\u0300n ha\u0309o. Nh\u00e2n vi\u00ean cu\u0309a Starbucks \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o \u0111\u1ec3 c\u01b0 x\u1eed th\u00e2n thi\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng, lu\u00f4n ch\u00e0o \u0111\u00f3n kha\u0301ch ha\u0300ng b\u1eb1ng n\u1ee5 c\u01b0\u1eddi v\u00e0 th\u00e1i \u0111\u1ed9 nhi\u00ea\u0323t ti\u0300nh, mang l\u1ea1i tr\u1ea3i nghi\u1ec7m v\u01b0\u1ee3t tr\u1ed9i h\u01a1n mong \u0111\u1ee3i cu\u0309a kha\u0301ch ha\u0300ng.<\/span><\/p>\n

          C\u00f4ng ngh\u1ec7 h\u1ed7 tr\u1ee3<\/b><\/h3>\n

          D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 c\u00f4ng ngh\u1ec7 quan tr\u1ecdng m\u00e0 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 h\u1ed7 tr\u1ee3 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng:<\/span><\/p>\n

          H\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM): <\/b>CRM l\u00e0 m\u1ed9t ph\u1ea7n m\u1ec1m gi\u00fap qu\u1ea3n l\u00fd th\u00f4ng tin v\u1ec1 kh\u00e1ch h\u00e0ng, t\u1eeb l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c \u0111\u1ebfn th\u00f4ng tin li\u00ean h\u1ec7 v\u00e0 h\u00e0nh vi mua h\u00e0ng. N\u00f3 gi\u00fap t\u1ed5 ch\u1ee9c th\u00f4ng tin, t\u0103ng c\u01b0\u1eddng t\u01b0\u01a1ng t\u00e1c v\u00e0 c\u1ea3i thi\u1ec7n qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

          D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn (Live Chat): <\/b>H\u1ed7 tr\u1ee3 tr\u1ef1c tuy\u1ebfn th\u00f4ng qua cu\u1ed9c tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp gi\u1eefa nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 v\u00e0 kh\u00e1ch h\u00e0ng, gi\u00fap gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 m\u1ed9t c\u00e1ch nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3.<\/span><\/p>\n

          \"S\u01b0\u0309<\/p>\n

          S\u01b0\u0309 du\u0323ng c\u00f4ng ngh\u00ea\u0323 \u0111\u00ea\u0309 x\u00e2y d\u01b0\u0323ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o<\/p>\n<\/div>\n

          Chatbot h\u1ed7 tr\u1ee3 t\u1ef1 \u0111\u1ed9ng: <\/b>Chatbot c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 cung c\u1ea5p h\u1ed7 tr\u1ee3 t\u1ef1 \u0111\u1ed9ng cho kh\u00e1ch h\u00e0ng th\u00f4ng qua trang web ho\u1eb7c \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng. Ch\u00fang c\u00f3 th\u1ec3 gi\u1ea3i \u0111\u00e1p c\u00e1c c\u00e2u h\u1ecfi th\u00f4ng th\u01b0\u1eddng, h\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 v\u00e0 gi\u00fap kh\u00e1ch h\u00e0ng gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u01a1 b\u1ea3n.<\/span><\/p>\n

          Ph\u00e2n t\u00edch d\u1eef li\u1ec7u v\u00e0 h\u1ecdc m\u00e1y (Machine Learning): <\/b>S\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 ph\u00e2n t\u00edch d\u1eef li\u1ec7u v\u00e0 h\u1ecdc m\u00e1y \u0111\u1ec3 hi\u1ec3u h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng, d\u1ef1 \u0111o\u00e1n nhu c\u1ea7u c\u1ee7a h\u1ecd v\u00e0 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5.<\/span><\/p>\n

          C\u00f4ng ngh\u1ec7 \u0111i\u1ec7n to\u00e1n \u0111\u00e1m m\u00e2y (Cloud Computing):<\/b> C\u00f4ng ngh\u1ec7 \u0111\u00e1m m\u00e2y cung c\u1ea5p kh\u1ea3 n\u0103ng l\u01b0u tr\u1eef linh ho\u1ea1t v\u00e0 truy c\u1eadp d\u1eef li\u1ec7u t\u1eeb b\u1ea5t k\u1ef3 \u0111\u00e2u, gi\u00fap nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 truy c\u1eadp th\u00f4ng tin c\u1ea7n thi\u1ebft m\u1ecdi l\u00fac m\u1ecdi n\u01a1i.<\/span><\/p>\n

          H\u1ec7 th\u1ed1ng t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u1ecbch v\u1ee5 (Service Automation): <\/b>T\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh d\u1ecbch v\u1ee5 \u0111\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 nhanh ch\u00f3ng v\u00e0 ch\u00ednh x\u00e1c h\u01a1n, t\u1eeb vi\u1ec7c x\u1eed l\u00fd \u0111\u01a1n h\u00e0ng \u0111\u1ebfn h\u1ed7 tr\u1ee3 sau b\u00e1n h\u00e0ng.<\/span><\/p>\n

          Vi\u0301 du\u0323: Th\u01b0\u01a1ng hi\u1ec7u gi\u1ea3i \u0111ua v\u01b0\u1ee3t ch\u01b0\u1edbng ng\u1ea1i v\u1eadt l\u1edbn nh\u1ea5t th\u1ebf gi\u1edbi <\/span>Spartan Race<\/span> \u0111\u00e3 s\u1eed d\u1ee5ng chatbot v\u00e0 c\u00e1c c\u00f4ng c\u1ee5 t\u1ef1 \u0111\u1ed9ng ho\u0301a kh\u00e1c \u0111\u1ec3 trao quy\u1ec1n cho kh\u00e1ch h\u00e0ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 v\u00e0 t\u00ecm c\u00e2u tr\u1ea3 l\u1eddi m\u1ed9t c\u00e1ch \u0111\u1ed9c l\u1eadp, thu\u00e2\u0323n ti\u00ea\u0323n h\u01a1n. K\u1ebft qu\u1ea3 l\u00e0 Spartan Race th\u1ea5y d\u1ecbch v\u1ee5 t\u1ef1 ph\u1ee5c v\u1ee5 t\u0103ng 46%, s\u1ed1 l\u01b0\u1ee3t xem trung t\u00e2m tr\u1ee3 gi\u00fap t\u0103ng 40% va\u0300 \u0111i\u1ec3m CSAT (chi\u0309 s\u00f4\u0301 \u0111o l\u01b0\u01a1\u0300ng \u0111\u00f4\u0323 ha\u0300i lo\u0300ng cu\u0309a kha\u0301ch ha\u0300ng) \u0111a\u0323t 90%.<\/span><\/p>\n

          Vi\u1ec7c hi\u1ec3u r\u00f5, t\u00f4n tr\u1ecdng v\u00e0 \u0111\u00e1p \u1ee9ng \u0111\u00fang nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 l\u00e0 ngh\u1ec7 thu\u1eadt m\u00e0 c\u00f2n l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng th\u00f4ng minh. Nh\u01b0\u0303ng doanh nghi\u00ea\u0323p th\u00f4ng minh hi\u00ea\u0309u r\u1eb1ng vi\u1ec7c t\u1eadp trung v\u00e0o ng\u01b0\u1eddi ti\u00eau d\u00f9ng kh\u00f4ng ch\u1ec9 \u0111em la\u0323i l\u1ee3i \u00edch cho kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n gi\u00fap n\u00e2ng cao s\u1ef1 c\u1ea1nh tranh c\u1ee7a ch\u00ednh h\u1ecd tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/span><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

          Di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng kh\u00f4ng chi\u0309 \u0111\u01a1n thu\u00e2\u0300n la\u0300 m\u00f4\u0323t ph\u00e2\u0300n cu\u0309a hoa\u0323t \u0111\u00f4\u0323ng kinh doanh, ma\u0300 co\u0300n la\u0300 chi\u0300a kho\u0301a cu\u0309a s\u01b0\u0323 h\u00e0i lo\u0300ng va\u0300 m\u00f4\u0301i quan h\u00ea\u0323 l\u00e2u da\u0300i v\u01a1\u0301i kha\u0301ch ha\u0300ng. <\/span>Theo ba\u0301o ca\u0301o cu\u0309a Salesforce<\/span>, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t khi\u1ebfn 88% kha\u0301ch ha\u0300ng mua l\u1ea1i v\u00e0 75% kha\u0301ch ha\u0300ng gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u00ea\u0323u v\u01a1\u0301i ng\u01b0\u01a1\u0300i kha\u0301c. Kha\u0301m pha\u0301 ca\u0301ch x\u00e2y d\u1ef1ng m\u1ed9t h\u1ec7 th\u1ed1ng di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng t\u00f4\u0301t ngay trong ba\u0300i vi\u00ea\u0301t na\u0300y.<\/span><\/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\/70123"}],"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=70123"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/70123\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=70123"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=70123"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=70123"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}