{"id":70151,"date":"2024-01-29T19:28:39","date_gmt":"2024-01-29T12:28:39","guid":{"rendered":"https:\/\/masterskills.org\/blog\/so-hoa-trai-nghiem-khach-hang-con-duong-kinh-doanh-tat-yeu-trong-ky-nguyen-ky-thuat-so.html"},"modified":"2024-01-29T19:28:39","modified_gmt":"2024-01-29T12:28:39","slug":"so-hoa-trai-nghiem-khach-hang-con-duong-kinh-doanh-tat-yeu-trong-ky-nguyen-ky-thuat-so","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/so-hoa-trai-nghiem-khach-hang-con-duong-kinh-doanh-tat-yeu-trong-ky-nguyen-ky-thuat-so.html","title":{"rendered":"S\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u2013 con \u0111\u01b0\u01a1\u0300ng kinh doanh t\u00e2\u0301t y\u00ea\u0301u trong ky\u0309 nguy\u00ean ky\u0303 thu\u00e2\u0323t s\u00f4\u0301"},"content":{"rendered":"
\n

Trong th\u1eddi \u0111\u1ea1i Internet va\u0300 s\u01b0\u0323 bu\u0300ng n\u00f4\u0309 cu\u0309a mua s\u0103\u0301m online, s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1edf tha\u0300nh con \u0111\u01b0\u01a1\u0300ng t\u00e2\u0301t y\u00ea\u0301u cu\u0309a mo\u0323i doanh nghi\u00ea\u0323p kinh doanh th\u01b0\u01a1ng ma\u0323i \u0111i\u00ea\u0323n t\u01b0\u0309. Theo <\/span>Finance Online<\/span> t\u1ed5ng h\u1ee3p, c\u00f3 t\u1edbi 35% gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh doanh nghi\u1ec7p cho bi\u1ebft chuy\u1ec3n \u0111\u1ed5i k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u00e3 c\u1ea3i thi\u1ec7n hi\u1ec7u su\u1ea5t v\u00e0 \u0111\u00e1p \u1ee9ng mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u00e2y c\u0169ng l\u00e0 h\u01b0\u1edbng \u0111i c\u00e1c doanh nghi\u1ec7p thu\u00f4\u0323c m\u1ecdi quy m\u00f4 va\u0300 ng\u00e0nh ngh\u1ec1 n\u00ean ti\u0300m hi\u00ea\u0309u va\u0300 s\u01a1\u0301m tri\u1ec3n khai.<\/span><\/p>\n

S\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/b><\/h2>\n

S\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (Digital customer experience, vi\u00ea\u0301t t\u0103\u0301t la\u0300 DCX) l\u00e0 qu\u00e1 tr\u00ecnh chuy\u1ec3n \u0111\u1ed5i t\u01b0\u01a1ng t\u00e1c v\u00e0 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac kh\u00e1ch h\u00e0ng l\u00ean n\u1ec1n t\u1ea3ng k\u1ef9 thu\u1eadt s\u1ed1.<\/span><\/p>\n

Cu\u0323 th\u00ea\u0309 h\u01a1n, DCX la\u0300 \u0111\u01b0a th\u01b0\u01a1ng hi\u1ec7u l\u00ean ca\u0301c n\u00ea\u0300n ta\u0309ng ky\u0309 thu\u00e2\u0323t s\u00f4\u0301 nh\u01b0 website, m\u1ea1ng x\u00e3 h\u1ed9i, ca\u0301c ph\u00e2\u0300n m\u00ea\u0300m\u2026 \u0111\u00ea\u0309 t\u01b0\u01a1ng ta\u0301c v\u01a1\u0301i kha\u0301ch ha\u0300ng, ti\u1ebfp th\u1ecb, b\u00e1n h\u00e0ng v\u00e0 tri\u00ea\u0309n khai d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tr\u00ean \u0111\u00f3. Nh\u00ecn chung, qu\u00e1 tr\u00ecnh s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m t\u1eadp trung v\u00e0o vi\u00ea\u0323c x\u00e2y d\u01b0\u0323ng ha\u0300nh tri\u0300nh kha\u0301ch ha\u0300ng tr\u01b0\u0323c tuy\u00ea\u0301n.<\/span><\/p>\n

\"S\u1ed1<\/p>\n

S\u1ed1 ho\u00e1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 qu\u00e1 tr\u00ecnh th\u01b0\u01a1ng hi\u1ec7u l\u00ean n\u1ec1n t\u1ea3ng s\u1ed1<\/p>\n<\/div>\n

S\u00f4\u0301 ho\u0301a tra\u0309i nghi\u00ea\u0323m kha\u0301ch ha\u0300ng kha\u0301c gi\u0300 so v\u01a1\u0301i tra\u0309i nghi\u00ea\u0323m kha\u0301ch ha\u0300ng?<\/b><\/h2>\n

N\u1ebfu nh\u01b0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) th\u1ec3 hi\u1ec7n to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u th\u00ec DCX ch\u1ec9 t\u1eadp trung v\u00e0o t\u01b0\u01a1ng t\u00e1c qua c\u00e1c k\u00eanh k\u1ef9 thu\u1eadt s\u1ed1. C\u00e1c ph\u01b0\u01a1ng ti\u1ec7n t\u01b0\u01a1ng t\u00e1c c\u00f3 th\u1ec3 bao g\u1ed3m website, \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng, c\u00e1c n\u1ec1n t\u1ea3ng m\u1ea1ng x\u00e3 h\u1ed9i, chatbot tr\u1ef1c tuy\u1ebfn ho\u1eb7c email\u2026<\/span><\/p>\n

Nh\u01b0 v\u1eady, CX l\u00e0 b\u1ee9c tranh l\u1edbn, c\u00f2n DCX l\u00e0 m\u1ed9t ph\u1ea7n trong \u0111o\u0301. Tuy nhi\u00ean, trong th\u01a1\u0300i \u0111a\u0323i cu\u0309a c\u00f4ng ngh\u00ea\u0323, internet va\u0300 mua s\u0103\u0301m online, DCX \u0111ang nga\u0300y ca\u0300ng tr\u01a1\u0309 tha\u0300nh m\u00f4\u0323t ma\u0309nh ghe\u0301p t\u00e2\u0301t y\u00ea\u0301u va\u0300 chu\u0309 ch\u00f4\u0301t cu\u0309a CX ho\u0103\u0323c th\u00e2\u0323m chi\u0301 \u0111a\u0303 chi\u00ea\u0301m toa\u0300n b\u00f4\u0323 CX (\u0111\u00f4\u0301i v\u01a1\u0301i ca\u0301c doanh nghi\u00ea\u0323p chi\u0309 kinh doanh online va\u0300 kh\u00f4ng co\u0301 t\u01b0\u01a1ng ta\u0301c offine na\u0300o v\u01a1\u0301i kha\u0301ch ha\u0300ng). Ngay ca\u0309 m\u00f4\u0323t s\u00f4\u0301 loa\u0323i hi\u0300nh kinh doanh truy\u00ea\u0300n th\u00f4\u0301ng nh\u01b0 ch\u01a1\u0323, c\u01b0\u0309a ha\u0300ng ta\u0323p ho\u0301a cu\u0303ng \u0111a\u0303 \u0111\u01b0a m\u00f4\u0323t s\u00f4\u0301 tra\u0309i nghi\u00ea\u0323m ky\u0303 thu\u00e2\u0323t s\u00f4\u0301 nh\u01b0 ma\u0301y ba\u0301n ha\u0300ng, thanh toa\u0301n online\u2026 va\u0300o ha\u0300nh tri\u0300nh kha\u0301ch ha\u0300ng cu\u0309a ho\u0323.<\/span><\/p>\n

\"Digital<\/p>\n

Digital CX t\u1eadp trung v\u00e0o t\u01b0\u01a1ng t\u00e1c qua k\u00eanh k\u1ef9 thu\u1eadt s\u1ed1<\/p>\n<\/div>\n

Trong th\u1eddi \u0111\u1ea1i k\u1ef9 thu\u1eadt s\u1ed1 ph\u00e1t tri\u1ec3n nh\u01b0 hi\u1ec7n nay, DCX c\u00f3 vai tr\u00f2 quan tr\u1ecdng \u0111\u1ec3 th\u00fac \u0111\u1ea9y CX, c\u1ee5 th\u1ec3:<\/span><\/p>\n

    \n
  • T\u0103ng c\u01b0\u1eddng s\u1ef1 nh\u1eadn di\u1ec7n tr\u1ef1c tuy\u1ebfn<\/b>: Trong th\u1eddi \u0111\u1ea1i k\u1ef9 thu\u1eadt s\u1ed1, ng\u01b0\u1eddi ti\u00eau d\u00f9ng d\u00e0nh nhi\u1ec1u th\u1eddi gian nghi\u00ean c\u1ee9u, mua s\u1eafm v\u00e0 t\u01b0\u01a1ng t\u00e1c tr\u1ef1c tuy\u1ebfn h\u01a1n. Doanh s\u1ed1 th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed n\u0103m 2024 \u0111\u01b0\u1ee3c d\u1ef1 b\u00e1o c\u00f3 th\u1ec3 v\u01b0\u1ee3t qua 7 ngh\u00ecn t\u1ef7 USD. \u0110\u1eb7c bi\u1ec7t, khu v\u1ef1c Ch\u00e2u \u00c1 \u2013 Th\u00e1i B\u00ecnh D\u01b0\u01a1ng v\u00e0 Nam M\u1ef9 hi\u1ec7n \u0111ang c\u00f3 t\u1ed1c \u0111\u1ed9 t\u0103ng tr\u01b0\u1edfng nhanh nh\u1ea5t. (Ngu\u1ed3n: <\/span>tidio.com<\/span>).<\/span><\/li>\n
  • B\u00e1n h\u00e0ng \u0111a k\u00eanh<\/b>: Hi\u1ec7n nay, vi\u1ec7c s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 d\u00e0nh cho c\u00e1c doanh nghi\u1ec7p c\u00f3 ng\u00e2n s\u00e1ch l\u1edbn. Kh\u00e1ch h\u00e0ng th\u1eddi hi\u1ec7n \u0111\u1ea1i lu\u00f4n mong \u0111\u1ee3i tr\u1ea3i nghi\u1ec7m nh\u1ea5t qu\u00e1n v\u00e0 \u0111a k\u00eanh (bao g\u1ed3m c\u1ea3 tr\u1ef1c tuy\u1ebfn v\u00e0 ngo\u1ea1i tuy\u1ebfn). \u0110i\u1ec1u n\u00e0y ng\u1ea7m th\u00fac \u0111\u1ea9y c\u00e1c doanh nghi\u1ec7p c\u1ea7n thay \u0111\u1ed5i \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nh\u1eefng k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng n\u1ebfu mu\u1ed1n ph\u00e1t tri\u1ec3n. Tuy nhi\u00ean, hi\u1ec7n nay ch\u1ec9 c\u00f3 kho\u1ea3ng 10% trong s\u1ed1 c\u00e1c c\u00f4ng ty \u0111ang ho\u1ea1t \u0111\u1ed9ng th\u1ef1c s\u1ef1 cung c\u1ea5p cho kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m \u0111a k\u00eanh. (Ngu\u1ed3n: <\/span>cxtoday.com<\/span>)<\/span><\/li>\n
  • D\u1ec5 d\u00e0ng ph\u00e2n t\u00edch d\u1eef li\u1ec7u<\/b>:\u00a0S\u1ed1 ho\u00e1 CX\u00a0c\u0169ng gi\u00fap t\u1ed5 ch\u1ee9c ph\u00e2n t\u00edch c\u00e1c t\u01b0\u01a1ng t\u00e1c, h\u00e0nh vi v\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng h\u01a1n.<\/span><\/li>\n<\/ul>\n

    V\u00ec sao doanh nghi\u1ec7p n\u00ean s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng?<\/b><\/h2>\n

    Vi\u1ec7c s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111ang tr\u1edf n\u00ean quan tr\u1ecdng h\u01a1n v\u1edbi nhi\u1ec1u doanh nghi\u1ec7p \u1edf m\u1ecdi quy m\u00f4. Do v\u1eady, \u0111\u00e2y c\u0169ng l\u00e0 chi\u1ebfn l\u01b0\u1ee3c quan tr\u1ecdng mang l\u1ea1i tr\u1ea3i nghi\u1ec7m xu\u1ea5t s\u1eafc cho kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau.<\/span><\/p>\n

    D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 l\u00fd do c\u00e1c doanh nghi\u1ec7p n\u00ean s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng:<\/span><\/p>\n

      \n
    • Doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u1ee9ng d\u1ee5ng \u0111a d\u1ea1ng c\u00e1c c\u00f4ng c\u1ee5 n\u1ec1n t\u1ea3ng s\u1ed1 nh\u01b0 c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch, thu\u1eadt to\u00e1n h\u1ecdc m\u00e1y (machine learning) ho\u1eb7c tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI) \u0111ang d\u1ea7n bi\u1ebfn \u0111\u1ed5i tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. Th\u1ef1c t\u1ebf, c\u00f3 t\u1edbi 33% ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u00e1nh gi\u00e1 cao hi\u1ec7u qu\u1ea3 c\u1ee7a chatbot trong vi\u1ec7c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u00e1 nh\u00e2n c\u1ee7a h\u1ecd (Ngu\u1ed3n: <\/span>bloggingwizard.com<\/span>). Nh\u1eefng c\u00f4ng c\u1ee5 n\u00e0y \u0111\u1ea3m b\u1ea3o qu\u00e1 tr\u00ecnh giao ti\u1ebfp c\u00e1 nh\u00e2n hi\u1ec7u qu\u1ea3 h\u01a1n. B\u00ean c\u1ea1nh \u0111\u00f3, doanh nghi\u1ec7p c\u0169ng d\u1ec5 d\u00e0ng thu th\u1eadp v\u00e0 ph\u00e2n t\u00edch c\u00e1c h\u00e0nh vi, t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u1ee7ng c\u1ed1 doanh s\u1ed1 b\u00e1n.<\/span><\/li>\n
    • S\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m h\u1ee3p l\u00fd h\u00f3a quy tr\u00ecnh, gi\u1ea3m th\u1eddi gian ch\u1edd \u0111\u1ee3i v\u00e0 cung c\u1ea5p c\u00e1c t\u00f9y ch\u1ecdn t\u1ef1 ph\u1ee5c v\u1ee5, gi\u00fap kh\u00e1ch h\u00e0ng c\u00f3 nhi\u1ec1u quy\u1ec1n ki\u1ec3m so\u00e1t h\u01a1n \u0111\u1ed1i v\u1edbi c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee7a h\u1ecd v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/span><\/li>\n
    • Nh\u1eefng \u0111\u00e1nh gi\u00e1 v\u00e0 l\u1eddi ch\u1ee9ng th\u1ef1c t\u00edch c\u1ef1c tr\u1ef1c tuy\u1ebfn c\u00f3 th\u1ec3 n\u00e2ng cao \u0111\u00e1ng k\u1ec3 h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n v\u00e0 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi. \u0110\u1eb7c bi\u1ec7t, t\u1ed1c \u0111\u1ed9 lan truy\u1ec1n th\u00f4ng tin tr\u00ean m\u00f4i tr\u01b0\u1eddng s\u1ed1 v\u00f4 c\u00f9ng nhanh. Ch\u00ednh v\u00ec v\u1eady, kh\u00e1ch h\u00e0ng c\u0169ng d\u1ec5 d\u00e0ng th\u1ea5y v\u00e0 bi\u1ebft v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n.<\/span><\/li>\n
    • Quy tr\u00ecnh mua h\u00e0ng tr\u00ean m\u00f4i tr\u01b0\u1eddng s\u1ed1 \u0111\u01b0\u1ee3c t\u1ed1i \u01b0u k\u1ebft h\u1ee3p c\u00f9ng c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb t\u1ea1o ra h\u00e0nh tr\u00ecnh mua h\u00e0ng hi\u1ec7u qu\u1ea3. S\u1ef1 t\u01b0\u01a1ng t\u00e1c tr\u00ean th\u1eddi gian th\u1ef1c qua c\u00e1c k\u00eanh s\u1ed1 h\u00f3a cho ph\u00e9p doanh nghi\u1ec7p \u0111\u00e1p \u1ee9ng th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u1ea3nh h\u01b0\u1edfng t\u00edch c\u1ef1c \u0111\u1ebfn quy\u1ebft \u0111\u1ecbnh mua s\u1eafm.\u00a0<\/span><\/li>\n<\/ul>\n
      \"S\u1ed1<\/p>\n

      S\u1ed1 ho\u00e1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng gi\u00fap t\u0103ng nh\u1eadn di\u1ec7n th\u01b0\u01a1ng hi\u1ec7u<\/p>\n<\/div>\n

      C\u00e1c b\u01b0\u1edbc c\u01a1 b\u1ea3n \u0111\u1ec3 b\u1eaft \u0111\u1ea7u s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b><\/h2>\n

      \u0110\u1ec3 b\u1eaft \u0111\u1ea7u s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 tham kh\u1ea3o c\u00e1c b\u01b0\u1edbc d\u01b0\u1edbi \u0111\u00e2y.<\/span><\/p>\n

      T\u1ea1o ch\u00e2n dung c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

      \u0110\u1ec3 b\u1eaft \u0111\u1ea7u qu\u00e1 tr\u00ecnh s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng thu\u1eadn l\u1ee3i, b\u1ea1n c\u1ea7n n\u1eafm r\u00f5 v\u1ec1 kh\u00e1ch h\u00e0ng m\u00e0 doanh nghi\u1ec7p \u0111ang h\u01b0\u1edbng \u0111\u1ebfn. T\u1ea1o ra ch\u00e2n dung c\u1ee7a kh\u00e1ch h\u00e0ng gi\u00fap t\u1ed5 ch\u1ee9c x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u00f3 gi\u00e1 tr\u1ecb. Nh\u1eefng th\u00f4ng tin n\u00e0y s\u1ebd c\u1ee7ng c\u1ed1 v\u00e0o c\u00e1i nh\u00ecn t\u1ed5ng quan v\u1ec1 n\u00f4\u0303i \u0111au kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 \u0111\u1ed9ng c\u01a1 mua s\u1eafm c\u1ee7a h\u1ecd. Ngo\u00e0i t\u1ef1 m\u00ecnh nghi\u00ean c\u1ee9u, t\u1ed5 ch\u1ee9c c\u0169ng c\u00f3 th\u1ec3 tham kh\u1ea3o, \u0111\u00e1nh gi\u00e1 v\u00e0 so s\u00e1nh nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a c\u00e1c \u0111\u1ed1i th\u1ee7.<\/span><\/p>\n

      X\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111a k\u00eanh<\/b><\/h3>\n

      Doanh nghi\u1ec7p n\u00ean b\u1eaft \u0111\u1ea7u b\u00e1n h\u00e0ng tr\u00ean nhi\u1ec1u k\u00eanh kh\u00e1c nhau nh\u01b0 m\u1ea1ng x\u00e3 h\u1ed9i, email, tr\u00f2 chuy\u1ec7n tr\u1ef1c tuy\u1ebfn v\u00e0 \u0111i\u1ec7n tho\u1ea1i. Ng\u00e0y nay, kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i m\u1ed9t tr\u1ea3i nghi\u1ec7m mua s\u1eafm li\u1ec1n m\u1ea1ch qua t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh n\u00e0y. Tr\u00ean th\u1ef1c t\u1ebf, c\u00e1ch n\u00e0y mang l\u1ea1i hi\u1ec7u qu\u1ea3 cao h\u01a1n nhi\u1ec1u so v\u1edbi mong \u0111\u1ee3i. C\u1ee5 th\u1ec3, c\u00e1c doanh nghi\u1ec7p tri\u1ec3n khai chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb \u0111a k\u00eanh \u0111\u00e3 ghi nh\u1eadn m\u1ee9c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng h\u00e0ng n\u0103m v\u01b0\u1ee3t qu\u00e1 91%. (Ngu\u1ed3n: <\/span>zipdo.co<\/span>)<\/span><\/p>\n

      Khi s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, b\u1ea1n c\u1ea7n \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 k\u1ebft n\u1ed1i nhanh ch\u00f3ng v\u1edbi doanh nghi\u1ec7p qua t\u1ea5t c\u1ea3 ph\u01b0\u01a1ng ti\u1ec7n m\u00e0 h\u1ecd s\u1eed d\u1ee5ng. Gi\u1ea3i ph\u00e1p n\u00e0y t\u00edch h\u1ee3p li\u1ec1n m\u1ea1ch c\u00e1c k\u00eanh, \u0111\u1ea3m b\u1ea3o lu\u1ed3ng d\u1eef li\u1ec7u v\u00e0 th\u00f4ng tin th\u00f4ng su\u1ed1t t\u1eeb m\u00f4i tr\u01b0\u1eddng n\u00e0y sang m\u00f4i tr\u01b0\u1eddng kh\u00e1c. Nh\u1edd v\u1eady, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ea1o m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 th\u00fac \u0111\u1ea9y s\u1ef1 h\u1ed7 tr\u1ee3, t\u01b0\u01a1ng t\u00e1c t\u00edch c\u1ef1c t\u1eeb ph\u00eda h\u1ecd.<\/span><\/p>\n

      \"N\u00ean<\/p>\n

      N\u00ean x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111a k\u00eanh<\/p>\n<\/div>\n

      T\u1eadn d\u1ee5ng c\u00e1c k\u00eanh d\u1ecbch v\u1ee5 \u0111ang ph\u00e1t tri\u1ec3n<\/b><\/h3>\n

      Khi s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u0169ng n\u00ean t\u00ecm hi\u1ec3u v\u00e0 \u1ee9ng d\u1ee5ng m\u1ed9t s\u1ed1 k\u00eanh t\u01b0\u01a1ng t\u00e1c \u0111ang ph\u00e1t tri\u1ec3n. Trong \u0111\u00f3, b\u1ea1n c\u00f3 th\u1ec3 tham kh\u1ea3o k\u00eanh m\u1ea1ng x\u00e3 h\u1ed9i. Ngo\u00e0i Facebook hay Instagram, Tiktok c\u0169ng l\u00e0 k\u00eanh tr\u00ean xu h\u01b0\u1edbng v\u1edbi c\u00e1c video ng\u1eafn. S\u1eed d\u1ee5ng video kh\u00f4ng ch\u1ec9 t\u00e1i t\u1ea1o t\u00ecnh hu\u1ed1ng th\u1ef1c t\u1ebf m\u00e0 c\u00f2n \u0111\u01b0a v\u00e0o cu\u1ed9c tr\u00f2 chuy\u1ec7n \u00fd ki\u1ebfn v\u00e0 g\u00f3c nh\u00ecn c\u00e1 nh\u00e2n, t\u1ea1o ra s\u1ef1 g\u1ea7n g\u0169i v\u00e0 th\u00e2n thi\u1ec7n trong m\u1ecdi t\u01b0\u01a1ng t\u00e1c.<\/span><\/p>\n

      S\u1eed d\u1ee5ng d\u1eef li\u1ec7u khi s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m<\/b><\/h3>\n

      V\u1edbi nhi\u1ec1u c\u00f4ng c\u1ee5 th\u00f4ng minh, doanh nghi\u1ec7p c\u00f3 th\u1ec3 thu th\u1eadp th\u00f4ng tin v\u1ec1 s\u1edf th\u00edch v\u00e0 nh\u1eefng mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c cu\u1ed9c h\u1ed9i tho\u1ea1i. Nh\u1eefng d\u1eef li\u1ec7u n\u00e0y s\u1ebd gi\u00fap t\u1ed5 ch\u1ee9c l\u1eadp k\u1ebf ho\u1ea1ch n\u00e2ng cao tra\u0309i nghi\u00ea\u0323m kha\u0301ch ha\u0300ng ky\u0303 thu\u00e2\u0323t s\u00f4\u0301.<\/span><\/p>\n

      C\u00f3 t\u1edbi 66% kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i c\u00e1c c\u00f4ng ty bi\u1ebft v\u00e0 hi\u1ec3u v\u1ec1 nh\u1eefng mong \u0111\u1ee3i v\u00e0 nhu c\u1ea7u c\u1ee7a h\u1ecd (Ngu\u1ed3n: <\/span>cxtoday.com<\/span>). Ch\u00ednh v\u00ec v\u1eady, d\u1eef li\u1ec7u l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ec3 b\u1ea1n th\u1ef1c s\u1ef1 hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh.<\/span><\/p>\n

      \"T\u1eadn<\/p>\n

      T\u1eadn d\u1ee5ng d\u1eef li\u1ec7u \u0111\u1ec3 n\u1eafm r\u00f5 v\u1ec1 kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

      \u0110\u00e0o t\u1ea1o v\u1ec1 s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

      S\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 ph\u1ea7n quan tr\u1ecdng \u0111\u1ea3m b\u1ea3o s\u1ef1 b\u1ec1n v\u1eefng v\u00e0 ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi nh\u00e2n vi\u00ean c\u1ea7n n\u1eafm r\u00f5 c\u00e1c ki\u1ebfn th\u1ee9c v\u1ec1 c\u00f4ng ngh\u1ec7 \u0111\u1ec3 \u1ee9ng d\u1ee5ng v\u00e0o vi\u1ec7c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

      Khi \u0111\u01b0a th\u01b0\u01a1ng hi\u1ec7u l\u00ean m\u00f4i tr\u01b0\u1eddng s\u1ed1, nh\u00e2n vi\u00ean tr\u1edf th\u00e0nh ch\u00eca kh\u00f3a quan tr\u1ecdng trong to\u00e0n b\u1ed9 qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. Ch\u00ednh v\u00ec v\u1eady, ngo\u00e0i c\u00e1c k\u00eanh truy\u1ec1n th\u1ed1ng nh\u01b0 email, \u0111i\u1ec7n tho\u1ea1i, t\u1ed5 ch\u1ee9c c\u1ea7n \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean s\u1eed d\u1ee5ng c\u00e1c n\u1ec1n t\u1ea3ng tr\u00f2 chuy\u1ec7n, m\u1ea1ng x\u00e3 h\u1ed9i ho\u1eb7c chatbot t\u01b0 v\u1ea5n.\u00a0<\/span><\/p>\n

      Tri\u1ec3n khai AI c\u1ea9n tr\u1ecdng<\/b><\/h3>\n

      C\u00e1c gi\u1ea3i ph\u00e1p AI (\u0111i\u1ec3n h\u00ecnh nh\u01b0 chatbot AI) gi\u1ea3m th\u1eddi gian ph\u1ea3n h\u1ed3i c\u0169ng nh\u01b0 \u0111\u1ea3m b\u1ea3o kh\u00f4ng b\u1ecf s\u00f3t kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng. B\u00ean c\u1ea1nh \u0111\u00f3, c\u00e1c c\u00f4ng c\u1ee5 AI c\u0169ng t\u1ef1 \u0111\u1ed9ng h\u00f3a nhi\u1ec1u c\u00f4ng vi\u1ec7c kh\u00e1c gi\u00fap gi\u1ea3m thi\u1ec3u c\u00e1c c\u00f4ng vi\u1ec7c l\u1eb7p l\u1ea1i cho nh\u00e2n s\u1ef1. Tuy nhi\u00ean, t\u1ed5 ch\u1ee9c c\u0169ng c\u1ea7n c\u1ea9n tr\u1ecdng khi \u00e1p d\u1ee5ng AI \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o c\u00e1c c\u00f4ng c\u1ee5 n\u00e0y th\u1ef1c s\u1ef1 gia t\u0103ng gi\u00e1 tr\u1ecb thay v\u00ec g\u00e2y r\u1ed1i ho\u1eb7c l\u00e0m kh\u00e1ch h\u00e0ng kh\u00f3 ch\u1ecbu.\u00a0<\/span><\/p>\n

      Th\u1eed nghi\u1ec7m c\u00e2n b\u1eb1ng v\u1edbi ti\u00eau chu\u1ea9n h\u00f3a<\/b><\/h3>\n

      Trong qu\u00e1 tr\u00ecnh s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m, vi\u1ec7c thi\u1ebft l\u1eadp quy tr\u00ecnh ti\u00eau chu\u1ea9n l\u00e0 \u0111\u1ec3 t\u1ed5 ch\u1ee9c th\u1ef1c hi\u1ec7n l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft. V\u1edbi quy tr\u00ecnh n\u00e0y, t\u1ed5 ch\u1ee9c d\u1ec5 d\u00e0ng \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a to\u00e0n b\u1ed9 qu\u00e1 tr\u00ecnh s\u1ed1 h\u00f3a.\u00a0<\/span><\/p>\n

      Tuy nhi\u00ean, doanh nghi\u1ec7p c\u0169ng c\u1ea7n linh ho\u1ea1t khi \u0111\u1eb7t ra ti\u00eau chu\u1ea9n \u0111\u1ec3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t cho kh\u00e1ch h\u00e0ng. T\u1ed5 ch\u1ee9c n\u00ean tr\u00e1nh \u00e1p d\u1ee5ng c\u1ee9ng nh\u1eafc c\u00e1c ti\u00eau chu\u1ea9n b\u1edfi h\u00e0nh vi kh\u00e1ch h\u00e0ng lu\u00f4n thay \u0111\u1ed5i nhanh ch\u00f3ng theo th\u1eddi gian. Do v\u1eady, b\u1ea1n c\u1ea7n \u0111\u1ea3m b\u1ea3o theo d\u00f5i, \u0111\u00e1nh gi\u00e1 v\u00e0 c\u1ea3i ti\u1ebfn quy tr\u00ecnh \u0111\u1ecbnh k\u1ef3 \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o \u0111\u1ea1t hi\u1ec7u qu\u1ea3 t\u1ed1t nh\u1ea5t.<\/span><\/p>\n

      Thu th\u1eadp ph\u1ea3n h\u1ed3i \u0111\u1ecbnh t\u00ednh<\/b><\/h3>\n

      Ngo\u00e0i d\u1eef li\u1ec7u \u0111\u1ecbnh l\u01b0\u1ee3ng th\u00ec vi\u1ec7c thu th\u1eadp c\u00e1c ph\u1ea3n h\u1ed3i \u0111\u1ecbnh t\u00ednh c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap doanh nghi\u1ec7p:<\/span><\/p>\n

        \n
      • X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m m\u1ea1nh v\u00e0 \u0111i\u1ec3m y\u1ebfu trong chi\u1ebfn l\u01b0\u1ee3c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng k\u1ef9 thu\u1eadt s\u1ed1.<\/span><\/li>\n
      • Thu th\u1eadp \u00fd ki\u1ebfn kh\u00e1ch h\u00e0ng v\u1ec1 nh\u1eefng y\u1ebfu t\u1ed1 c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd.<\/span><\/li>\n
      • Qu\u1ea3n l\u00fd ph\u1ea3n h\u1ed3i hi\u1ec7u qu\u1ea3 gi\u00fap doanh nghi\u1ec7p d\u1ec5 d\u00e0ng ph\u00e2n t\u00edch c\u00e1c ch\u1ec9 s\u1ed1 KPI quan tr\u1ecdng li\u00ean quan \u0111\u1ebfn kh\u00e1ch h\u00e0ng<\/span><\/li>\n<\/ul>\n

        V\u1edbi nh\u1eefng l\u1ee3i \u00edch tr\u00ean, t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 v\u00e0 \u0111i\u1ec1u ch\u1ec9nh c\u00e1ch th\u1ee9c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u00ean n\u1ec1n t\u1ea3ng s\u1ed1 hi\u1ec7u qu\u1ea3 h\u01a1n.<\/span><\/p>\n

        Xem x\u00e9t h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

        Qu\u00e1 tr\u00ecnh s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng y\u00eau c\u1ea7u chi\u1ebfn l\u01b0\u1ee3c chi ti\u1ebft, \u0111\u1eb7t kh\u00e1ch h\u00e0ng v\u00e0o trung t\u00e2m v\u00e0 xem x\u00e9t m\u1ecdi \u0111i\u1ec3m ti\u1ebfp t\u00fac t\u1eeb giai \u0111o\u1ea1n nh\u1eadn bi\u1ebft \u0111\u1ebfn h\u1ed7 tr\u1ee3 sau mua h\u00e0ng.<\/span><\/p>\n

        B\u00e1m s\u00e1t t\u1eebng giai \u0111o\u1ea1n trong h\u00e0nh tr\u00ecnh kha\u0301ch h\u00e0ng,\u00a0 doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng n\u1ec1n t\u1ea3ng v\u1eefng ch\u1eafc \u0111\u1ec3 cung c\u1ea5p t\u01b0\u01a1ng t\u00e1c k\u1ef9 thu\u1eadt s\u1ed1 m\u01b0\u1ee3t m\u00e0 v\u00e0 c\u00f3 t\u00ednh c\u00e1 nh\u00e2n h\u00f3a cao.<\/span><\/p>\n

        Nh\u00ecn v\u00e0o xu h\u01b0\u1edbng hi\u1ec7n t\u1ea1i, s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd g\u00f3p ph\u1ea7n \u0111\u1ea3m b\u1ea3o th\u00e0nh c\u00f4ng b\u1ec1n v\u1eefng cho doanh nghi\u1ec7p. Kh\u00f4ng ch\u1ec9 v\u1eady, \u0111\u00e2y c\u0169ng l\u00e0 c\u00e1ch th\u00fac \u0111\u1ea9y s\u1ef1 g\u1eafn k\u1ebft gi\u1eefa t\u1ed5 ch\u1ee9c v\u00e0 kh\u00e1ch h\u00e0ng, c\u0169ng nh\u01b0 n\u00e2ng cao l\u00f2ng trung th\u00e0nh c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng qua th\u1eddi gian.<\/span><\/p>\n

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

        S\u1ed1 h\u00f3a l\u00e0 g\u00ec? L\u1ee3i \u00edch s\u1ed1 h\u00f3a \u0111em l\u1ea1i cho doanh nghi\u1ec7p<\/em><\/strong><\/p>\n

        S\u1ebd ra sao n\u1ebfu doanh nghi\u1ec7p kh\u00f4ng chuy\u1ec3n \u0111\u1ed5i s\u1ed1?<\/em><\/strong><\/p>\n

        Th\u1ef1c tr\u1ea1ng v\u00e0 c\u00e1c xu h\u01b0\u1edbng chuy\u1ec3n \u0111\u1ed5i s\u1ed1 2023<\/em><\/strong><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

        Trong th\u1eddi \u0111\u1ea1i Internet va\u0300 s\u01b0\u0323 bu\u0300ng n\u00f4\u0309 cu\u0309a mua s\u0103\u0301m online, s\u1ed1 h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1edf tha\u0300nh con \u0111\u01b0\u01a1\u0300ng t\u00e2\u0301t y\u00ea\u0301u cu\u0309a mo\u0323i doanh nghi\u00ea\u0323p kinh doanh th\u01b0\u01a1ng ma\u0323i \u0111i\u00ea\u0323n t\u01b0\u0309. Theo <\/span>Finance Online<\/span> t\u1ed5ng h\u1ee3p, c\u00f3 t\u1edbi 35% gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh doanh nghi\u1ec7p cho bi\u1ebft chuy\u1ec3n \u0111\u1ed5i k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u00e3 c\u1ea3i thi\u1ec7n hi\u1ec7u su\u1ea5t v\u00e0 \u0111\u00e1p \u1ee9ng mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u00e2y c\u0169ng l\u00e0 h\u01b0\u1edbng \u0111i c\u00e1c doanh nghi\u1ec7p thu\u00f4\u0323c m\u1ecdi quy m\u00f4 va\u0300 ng\u00e0nh ngh\u1ec1 n\u00ean ti\u0300m hi\u00ea\u0309u va\u0300 s\u01a1\u0301m tri\u1ec3n khai.<\/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\/70151"}],"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=70151"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/70151\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=70151"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=70151"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=70151"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}