{"id":70261,"date":"2024-02-01T07:18:45","date_gmt":"2024-02-01T00:18:45","guid":{"rendered":"https:\/\/masterskills.org\/blog\/cap-nhat-cac-xu-huong-dich-vu-khach-hang-2024.html"},"modified":"2024-02-01T07:18:45","modified_gmt":"2024-02-01T00:18:45","slug":"cap-nhat-cac-xu-huong-dich-vu-khach-hang-2024","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/cap-nhat-cac-xu-huong-dich-vu-khach-hang-2024.html","title":{"rendered":"C\u00e2\u0323p nh\u00e2\u0323t ca\u0301c xu h\u01b0\u01a1\u0301ng di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng 2024"},"content":{"rendered":"
\n

Xu h\u01b0\u01a1\u0301ng di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng 2024 \u0111ang la\u0300 t\u01b0\u0300 kho\u0301a ma\u0300 ca\u0301c doanh nghi\u00ea\u0323p quan t\u00e2m vi\u0300: N\u0103m 2023 l\u00e0 n\u0103m ch\u00fang ta ch\u1ee9ng ki\u1ebfn nhi\u1ec1u bi\u1ebfn \u0111\u1ed9ng trong kinh doanh bu\u1ed9c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ea7n thay \u0111\u1ed5i \u0111\u00ea\u0309 thi\u0301ch nghi. Trong \u0111\u00f3, s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a c\u00f4ng ngh\u1ec7 (\u0111i\u1ec3n h\u00ecnh nh\u01b0 tri\u0301 tu\u00ea\u0323 nh\u00e2n ta\u0323o AI) v\u00e0 kh\u00e1ch h\u00e0ng th\u1ebf h\u1ec7 gen Z l\u00e0 nh\u1eefng nguy\u00ean nh\u00e2n n\u1ed5i tr\u1ed9i.\u00a0<\/span><\/p>\n

Gen Z l\u00e0 th\u1ebf h\u1ec7 m\u1edbi tham gia v\u00e0o th\u1ecb tr\u01b0\u1eddng lao \u0111\u1ed9ng, co\u0301 nhu c\u00e2\u0300u chi ti\u00eau va\u0300 kh\u1ea3 n\u0103ng chi tr\u1ea3 l\u1edbn. \u0110\u1eb7c \u0111i\u1ec3m c\u1ee7a nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y co\u0301 y\u00eau c\u1ea7u cao v\u1ec1 d\u1ecbch v\u1ee5 kha\u0301ch ha\u0300ng, co\u0301 xu h\u01b0\u01a1\u0301ng coi tro\u0323ng tra\u0309i nghi\u00ea\u0323m kha\u0301ch ha\u0300ng nhi\u00ea\u0300u h\u01a1n la\u0300 chi\u0309 chu\u0301 tro\u0323ng va\u0300o sa\u0309n ph\u00e2\u0309m. Th\u00eam va\u0300o \u0111o\u0301, gen Z la\u0300 th\u00ea\u0301 h\u00ea\u0323 sinh ra va\u0300 l\u01a1\u0301n l\u00ean trong th\u01a1\u0300i \u0111a\u0323i c\u00f4ng ngh\u00ea\u0323 n\u00ean ho\u0323 cu\u0303ng ky\u0300 vo\u0323ng ch\u00e2\u0301t l\u01b0\u01a1\u0323ng\u00a0 di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng t\u00f4\u0301t h\u01a1n nh\u01a1\u0300 s\u01b0\u0323 h\u00f4\u0303 tr\u01a1\u0323 cu\u0309a c\u00f4ng ngh\u00ea\u0323.\u00a0<\/span><\/p>\n

Ch\u00ednh v\u00ec v\u1eady, vi\u1ec7c hi\u1ec3u r\u00f5 v\u00e0 theo k\u1ecbp xu h\u01b0\u1edbng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng 2024 l\u00e0 ch\u00eca kh\u00f3a quan tr\u1ecdng \u0111\u1ec3 doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n.\u00a0<\/span><\/p>\n

B\u00e1o ca\u0301o\u00a0xu h\u01b0\u01a1\u0301ng di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng 2024 c\u1ee7a Intercom<\/b><\/h2>\n

Ca\u0301c th\u00f4ng tin trong ph\u00e2\u0300n na\u0300y \u0111\u01b0\u01a1\u0323c tri\u0301ch d\u00e2\u0303n t\u01b0\u0300 b\u00e1o c\u00e1o xu h\u01b0\u01a1\u0301ng di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng 2024 c\u1ee7a Intercom. B\u00e1o c\u00e1o th\u00ea\u0309 hi\u00ea\u0323n 5 xu h\u01b0\u1edbng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng pha\u0301t tri\u00ea\u0309n chu\u0309 y\u00ea\u0301u do t\u00e1c \u0111\u1ed9ng c\u1ee7a c\u00f4ng ngh\u00ea\u0323 AI.\u00a0<\/span><\/p>\n

K\u1ef3 v\u1ecdng kh\u00e1ch h\u00e0ng t\u0103ng cao<\/b><\/h3>\n

K\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng trong th\u1eddi \u0111\u1ea1i s\u1ed1 \u0111ang t\u0103ng cao h\u01a1n bao gi\u1edd h\u1ebft. 87% nh\u00f3m b\u00e1o c\u00e1o cho bi\u1ebft k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u0103ng l\u00ean h\u00e0ng n\u0103m.\u00a0<\/span><\/p>\n

S\u1ef1 k\u1ef3 v\u1ecdng n\u00e0y b\u1ecb \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp b\u1edfi nhi\u1ec1u y\u1ebfu t\u1ed1 thi\u00ean v\u1ec1 AI. Trong \u0111\u00f3, c\u00f3 t\u1edbi 68% nh\u00f3m h\u1ed7 tr\u1ee3 cho bi\u1ebft k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u00e3 b\u1ecb \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp b\u1edfi AI v\u00e0 77% tin r\u1eb1ng AI s\u1ebd \u0111\u1ea9y cao k\u1ef3 v\u1ecdng c\u1ee7a\u00a0 kh\u00e1ch h\u00e0ng v\u1ec1 th\u1eddi gian ph\u1ea3n h\u1ed3i nhanh.<\/span><\/p>\n

\"K\u1ef3<\/p>\n

K\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi AI<\/p>\n<\/div>\n

B\u00ean c\u1ea1nh \u0111\u00f3, kh\u1ea3o s\u00e1t c\u1ee7a Intercom c\u0169ng cho th\u1ea5y vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng kh\u00f3 kh\u0103n h\u01a1n bao gi\u1edd h\u1ebft. H\u01a1n 2\/3 gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh c\u1ea5p C (ng\u01b0\u1eddi ph\u1ee5 tr\u00e1ch c\u1ea3 b\u1ed9 ph\u1eadn ho\u1eb7c \u0111\u01a1n v\u1ecb kinh doanh nh\u01b0 CEO, COO, CFO, CTO\u2026.) nh\u1eadn th\u1ea5y vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n nay kh\u00f3 h\u01a1n so v\u1edbi m\u1ed9t n\u0103m tr\u01b0\u1edbc va\u0300 g\u00e2\u0300n m\u00f4\u0323t n\u01b0\u0309a nho\u0301m h\u00f4\u0303 tr\u01a1\u0323 kha\u0301ch ha\u0300ng cho r\u0103\u0300ng \u0111i\u00ea\u0300u na\u0300y do kha\u0301ch ha\u0300ng \u0111ang nga\u0300y ca\u0300ng ky\u0300 vo\u0323ng cao h\u01a1n v\u00ea\u0300 di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng.\u00a0<\/span><\/p>\n

Suy cho c\u00f9ng, ng\u01b0\u1eddi ti\u00eau d\u00f9ng ng\u00e0y nay kh\u00f4ng s\u1eb5n l\u00f2ng ch\u1ea5p nh\u1eadn m\u1ee9c gi\u00e1 th\u1ea5p h\u01a1n m\u1ee9c h\u1ecd nghi\u0303 r\u0103\u0300ng ho\u0323 \u0111\u00e1ng \u0111\u01b0\u1ee3c h\u01b0\u1edfng. Trong ho\u00e0n c\u1ea3nh n\u00e0y, n\u1ebfu kh\u00f4ng cung c\u1ea5p d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc th\u00ec t\u1ed5 ch\u1ee9c d\u1ec5 d\u00e0ng b\u1ecb \u0111\u1ed1i th\u1ee7 v\u01b0\u1ee3t m\u1eb7t.<\/span><\/p>\n

\"K\u1ef3<\/p>\n

K\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng t\u0103ng cao qua t\u1eebng n\u0103m<\/p>\n<\/div>\n

S\u1ef1 k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 c\u00e1c y\u1ebfu t\u1ed1 c\u0169ng t\u0103ng l\u00ean \u0111\u00e1ng k\u1ec3, c\u1ee5 th\u1ec3:<\/span><\/p>\n

    \n
  • T\u1ed1c \u0111\u1ed9 ph\u1ea3n h\u1ed3i: T\u0103ng 63%.<\/span><\/li>\n
  • T\u1ed1c \u0111\u1ed9 ph\u00e2n gi\u1ea3i: T\u0103ng 57%.<\/span><\/li>\n
  • Ki\u1ebfn th\u1ee9c v\u00e0 chuy\u00ean m\u00f4n: T\u0103ng 49%.<\/span><\/li>\n
  • \u0110\u1ed9 kh\u1ea3 d\u1ee5ng: T\u0103ng 49%.<\/span><\/li>\n
  • S\u1ef1 \u0111\u1ed3ng c\u1ea3m v\u00e0 l\u1ecbch s\u1ef1: T\u0103ng 43%.<\/span><\/li>\n<\/ul>\n

    \u0110\u1ec3 \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng ng\u00e0y c\u00e0ng t\u0103ng c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3:\u00a0<\/span><\/p>\n

      \n
    • Gi\u00fap \u0111\u1ee1 kh\u00e1ch h\u00e0ng t\u1ea1i m\u1ecdi th\u1eddi gian v\u00e0 \u0111\u1ecba \u0111i\u1ec3m.\u00a0<\/span><\/li>\n
    • \u0110\u1ea3m b\u1ea3o h\u1ed7 tr\u1ee3 nhanh ch\u00f3ng, \u0111\u00e1p \u1ee9ng \u0111\u00fang y\u00eau c\u1ea7u.\u00a0<\/span><\/li>\n
    • Ch\u1ee7 \u0111\u1ed9ng tr\u1ea3 l\u1eddi c\u00e1c c\u00e2u h\u1ecfi c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n
      \"M\u1ed9t<\/p>\n

      M\u1ed9t s\u1ed1 c\u00e1ch \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

      N\u1eafm r\u00f5 \u0111\u01b0\u1ee3c nh\u1eefng \u0111i\u1ec1u kh\u00e1ch h\u00e0ng mu\u1ed1n, doanh nghi\u1ec7p c\u00f3 th\u1ec3 l\u00ean chi\u1ebfn l\u01b0\u1ee3c c\u1ee5 th\u1ec3 \u0111\u1ec3 \u0111\u00e1p \u1ee9ng h\u1ecd. H\u00e3y k\u1ebft h\u1ee3p c\u1ea3 y\u1ebfu t\u1ed1 AI v\u00e0 con ng\u01b0\u1eddi \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o m\u1ee9c \u0111\u1ed9 hi\u1ec7u qu\u1ea3. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 s\u01a1 \u0111\u1ed3 v\u1ec1 m\u1ee9c \u0111\u1ed9 \u1ee9ng d\u1ee5ng AI v\u00e0 con ng\u01b0\u1eddi trong t\u1eebng y\u1ebfu t\u1ed1 m\u00e0 t\u1ed5 ch\u1ee9c n\u00ean tham kh\u1ea3o.<\/span><\/p>\n

      \"K\u1ebft<\/p>\n

      K\u1ebft h\u1ee3p AI v\u00e0 con ng\u01b0\u1eddi \u0111\u1ec3 \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

      Xu h\u01b0\u1edbng \u1ee9ng d\u1ee5ng AI v\u00e0o d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng t\u0103ng<\/b><\/h3>\n

      C\u00f3 t\u1edbi 45% nh\u00f3m h\u1ed7 tr\u1ee3 c\u1ee7a Intercom \u0111\u00e3 s\u1eed d\u1ee5ng AI v\u00e0 \u0111\u01b0a ra nh\u1eefng l\u1ee3i \u00edch khi \u1ee9ng d\u1ee5ng AI v\u00e0o d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. H\u1ea7u h\u1ebft c\u00e1c nh\u00f3m \u0111\u1ec1u b\u00e1o c\u00e1o r\u1eb1ng c\u00f3 t\u1edbi 1-30% kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd \u0111\u1ec1u do AI gi\u1ea3i quy\u1ebft. Ngo\u00e0i ra, d\u01b0\u1edbi \u0111\u00e2y l\u00e0 nh\u1eefng l\u1ee3i \u00edch h\u00e0ng \u0111\u1ea7u m\u00e0 c\u00e1c nh\u00f3m h\u1ed7 tr\u1ee3 nh\u1eadn \u0111\u01b0\u1ee3c khi s\u1eed d\u1ee5ng AI:<\/span><\/p>\n

        \n
      • H\u1ed7 tr\u1ee3 24\/7 (50%).<\/span><\/li>\n
      • Ti\u1ebft ki\u1ec7m th\u1eddi gian (45%).<\/span><\/li>\n
      • Gi\u1ea3i quy\u1ebft nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3 c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng (44%).<\/span><\/li>\n
      • Hi\u1ec7u qu\u1ea3 chi ph\u00ed (35%).<\/span><\/li>\n
      • Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng (35%).<\/span><\/li>\n
      • N\u00e2ng cao s\u1ef1 nh\u1ea5t qu\u00e1n v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng (35%).<\/span><\/li>\n<\/ul>\n
        \"M\u1ed9t<\/p>\n

        M\u1ed9t s\u1ed1 l\u1ee3i \u00edch c\u1ee7a AI t\u1edbi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

        V\u1edbi ti\u1ec1m n\u0103ng tr\u00ean, c\u00f3 t\u1edbi 20% ng\u01b0\u1eddi \u0111i\u1ec1u h\u00e0nh c\u1ea5p C \u0111\u00e3 \u0111\u1ea7u t\u01b0 \u0111\u00e1ng k\u1ec3 v\u00e0o AI n\u0103m 2023. Xu h\u01b0\u1edbng n\u00e0y s\u1ebd c\u00f2n t\u0103ng l\u00ean v\u00e0o n\u0103m t\u1edbi (2024). Trong \u0111\u00f3, c\u00f3 t\u1edbi 70% gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh h\u1ed7 tr\u1ee3 c\u1ea5p C cho bi\u1ebft h\u1ecd \u0111\u00e3 s\u1eb5n s\u00e0ng cho k\u1ebf ho\u1ea1ch \u0111\u1ea7u t\u01b0 v\u00e0o AI n\u0103m 2024.<\/span><\/p>\n

        C\u00e1c nh\u00e0 \u0111i\u1ec1u h\u00e0nh c\u1ea5p C c\u00f3 t\u01b0 duy ti\u1ebfn b\u1ed9 \u0111ang \u0111\u1ec3 m\u1eaft \u0111\u1ebfn kh\u1ea3 n\u0103ng nh\u1eadn d\u1ea1ng gi\u1ecdng n\u00f3i v\u00e0 d\u1ecbch theo th\u1eddi gian th\u1ef1c. B\u00ean c\u1ea1nh \u0111\u00f3, \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o ng\u00e2n s\u00e1ch tr\u01b0\u1edbc khi \u0111\u1ea7u t\u01b0 v\u00e0o AI, 1\/3 c\u00e1c nh\u00e0 \u0111i\u1ec1u h\u00e0nh v\u00e0 l\u00e3nh \u0111\u1ea1o c\u00f3 k\u1ebf ho\u1ea1ch t\u1eadp trung v\u00e0o gi\u1ea3m ng\u00e2n s\u00e1ch c\u00e1c c\u00f4ng c\u1ee5 c\u0169 \u0111\u1ec3 thay th\u1ebf b\u1eb1ng c\u00e1i m\u1edbi.<\/span><\/p>\n

        Khi AI tr\u1edf n\u00ean ph\u1ed5 bi\u1ebfn, c\u00e1c quan \u0111i\u1ec3m xung quanh n\u00f3 c\u0169ng thay \u0111\u1ed5i. Trong \u0111\u00f3, c\u00f3 t\u1edbi 56% s\u1ed1 nh\u00f3m h\u1ed7 tr\u1ee3 l\u1ea1c quan h\u01a1n v\u1edbi AI so v\u1edbi m\u1ed9t n\u0103m tr\u01b0\u1edbc khi \u1ee9ng d\u1ee5ng n\u00e0y c\u00f3 kh\u1ea3 n\u0103ng n\u00e2ng cao th\u00e0nh c\u00f4ng cho nh\u00f3m.<\/span><\/p>\n

        \"M\u1ee9c<\/p>\n

        M\u1ee9c \u0111\u1ed9 l\u1ea1c quan c\u1ee7a c\u00e1c nh\u00f3m h\u1ed7 tr\u1ee3 v\u1edbi AI<\/p>\n<\/div>\n

        Tr\u00ean th\u1ef1c t\u1ebf, \u201cm\u1ee9c \u0111\u1ed9 l\u1ea1c quan\u201d v\u00e0o AI c\u1ee7a ban \u0111i\u1ec1u h\u00e0nh v\u00e0 nh\u00e2n vi\u00ean c\u00f3 kho\u1ea3ng c\u00e1ch nh\u1ea5t \u0111\u1ecbnh. Trong khi c\u00f3 61% nh\u00e0 \u0111i\u1ec1u h\u00e0nh h\u1ed7 tr\u1ee3 c\u1ea5p C l\u1ea1c quan AI c\u00f3 th\u1ec3 n\u00e2ng cao th\u00e0nh c\u00f4ng cho nh\u00f3m so v\u1edbi m\u1ed9t n\u0103m tr\u01b0\u1edbc th\u00ec ch\u1ec9 c\u00f3 45% nh\u00e2n vi\u00ean c\u00f3 quan \u0111i\u1ec3m t\u01b0\u01a1ng t\u1ef1.<\/span><\/p>\n

        \"Kho\u1ea3ng<\/p>\n

        Kho\u1ea3ng c\u00e1ch m\u1ee9c \u0111\u1ed9 l\u1ea1c quan v\u00e0o AI c\u1ee7a ban \u0111i\u1ec1u h\u00e0nh v\u00e0 nh\u00e2n vi\u00ean<\/p>\n<\/div>\n

        \u0110\u1ec3 \u1ee9ng d\u1ee5ng hi\u1ec7u qu\u1ea3 AI v\u00e0 t\u1ef1 \u0111\u1ed9ng h\u00f3a, doanh nghi\u1ec7p c\u00f3 th\u1ec3 tham kh\u1ea3o 3 gi\u1ea3i ph\u00e1p d\u01b0\u1edbi \u0111\u00e2y:<\/span><\/p>\n

          \n
        • Ph\u00e2n lo\u1ea1i c\u00e1c v\u1ea5n \u0111\u1ec1 b\u1eb1ng chatbot AI: Gi\u1ea3m kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c t\u1edbi nh\u00e2n s\u1ef1 b\u1eb1ng c\u00e1ch ph\u00e2n lo\u1ea1i v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u01a1 b\u1ea3n b\u1eb1ng chatbot.\u00a0<\/span><\/li>\n
        • \u1ee8ng d\u1ee5ng AI v\u00e0o c\u00f4ng c\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng nh\u01b0 email, SMS, m\u1ea1ng x\u00e3 h\u1ed9i: AI s\u1ebd so\u1ea1n c\u00e2u tr\u1ea3 l\u1eddi, m\u1edf r\u1ed9ng di\u1ec5n \u0111\u1ea1t theo gi\u1ecdng \u0111i\u1ec7u, t\u00f3m t\u1eaft to\u00e0n b\u1ed9 h\u1ed9i tho\u1ea1i gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 bot \u0111\u1ec3 nh\u00e2n vi\u00ean n\u1eafm r\u00f5 t\u00ecnh h\u00ecnh t\u01b0 v\u1ea5n.\u00a0<\/span><\/li>\n
        • X\u00e2y d\u1ef1ng quy tr\u00ecnh l\u00e0m vi\u1ec7c t\u1ef1 \u0111\u1ed9ng \u0111\u1ec3 t\u0103ng c\u01b0\u1eddng c\u00e1 nh\u00e2n h\u00f3a tr\u00ean quy m\u00f4 l\u1edbn: T\u1ea1o h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n h\u00f3a d\u1ef1a v\u00e0o tr\u00ecnh t\u1ef1 \u0111\u1ed9ng, k\u1ebft h\u1ee3p bot \u0111\u1ec3 k\u1ebft n\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3.\u00a0<\/span><\/li>\n<\/ul>\n

          AI ch\u1ec9 h\u1ed7 tr\u1ee3 c\u00e1c c\u00f4ng vi\u1ec7c mang t\u00ednh l\u1eb7p l\u1ea1i<\/b><\/h3>\n

          AI c\u00f3 th\u1ec3 gi\u1ea3m \u00e1p l\u1ef1c v\u00e0 gi\u1ea3i ph\u00f3ng th\u1eddi gian cho nh\u00e2n s\u1ef1. M\u1eb7c d\u00f9 AI kh\u00f4ng th\u1ef1c s\u1ef1 \u0111\u1ea3m nh\u1eadn c\u00f4ng vi\u1ec7c c\u1ee7a nh\u00e2n s\u01b0\u0323 nh\u01b0ng n\u00f3 \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp \u0111\u1ec3 thay \u0111\u1ed5i c\u00e1ch c\u00e1c c\u00f4ng vi\u1ec7c v\u1eadn h\u00e0nh theo c\u00e1c chi\u1ec1u h\u01b0\u1edbng t\u00edch c\u1ef1c.<\/span><\/p>\n

          Cu\u1ed9c kh\u1ea3o s\u00e1t c\u1ee7a Intercom \u0111\u00e3 cho th\u1ea5y c\u00e1c nh\u00f3m h\u1ed7 tr\u1ee3 \u0111\u00e3 g\u1eb7t h\u00e1i \u0111\u01b0\u1ee3c nhi\u1ec1u th\u00e0nh c\u00f4ng t\u1eeb s\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa AI v\u00e0 con ng\u01b0\u1eddi. Ngo\u00e0i ti\u1ebft ki\u1ec7m th\u1eddi gian ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng, AI c\u0169ng gi\u00fap t\u1ed5 ch\u1ee9c ph\u00e2n t\u00edch kh\u00e1ch h\u00e0ng \u0111\u1ec3 ph\u00e1t hi\u1ec7n c\u00e1c xu h\u01b0\u1edbng m\u1edbi, \u0111\u1eb7t kh\u00e1ch h\u00e0ng v\u00e0o trung t\u00e2m v\u00e0 ch\u0103m s\u00f3c t\u1ed1t h\u01a1n.<\/span><\/p>\n

          Theo kh\u1ea3o s\u00e1t, AI h\u1ed7 tr\u1ee3 c\u00e1c nh\u00f3m kh\u1ea3o s\u00e1t trong c\u00e1c c\u00f4ng vi\u1ec7c nh\u01b0:<\/span><\/p>\n

            \n
          • Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng<\/span><\/li>\n
          • \u0110\u1ec1 xu\u1ea5t c\u00e2u tr\u1ea3 l\u1eddi t\u1eeb ki\u1ebfn th\u1ee9c c\u01a1 s\u1edf \u0111\u00e3 \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp.<\/span><\/li>\n
          • M\u1edf r\u1ed9ng c\u00e2u tr\u1ea3 l\u1eddi cho kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/li>\n
          • T\u00f3m t\u1eaft cu\u1ed9c tr\u00f2 chuy\u1ec7n c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n
            \"M\u1ed9t<\/p>\n

            M\u1ed9t s\u1ed1 c\u00f4ng vi\u1ec7c AI c\u00f3 th\u1ec3 h\u1ed7 tr\u1ee3 hi\u1ec7u qu\u1ea3<\/p>\n<\/div>\n

            Nghi\u00ean c\u1ee9u c\u1ee7a Intercom c\u0169ng ch\u1ec9 ra r\u1eb1ng doanh nghi\u1ec7p s\u1ebd g\u1eb7p nhi\u1ec1u th\u00e1ch th\u1ee9c trong n\u0103m 2024 n\u1ebfu tri\u1ec3n khai AI. C\u1ee5 th\u1ec3, theo c\u00e1c gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh c\u1ea5p C, m\u1ed9t s\u1ed1 th\u00e1ch th\u1ee9c \u0111\u00f3 s\u1ebd l\u00e0:\u00a0<\/span><\/p>\n

              \n
            • Thu h\u00fat v\u00e0 gi\u1eef ch\u00e2n nh\u00e2n vi\u00ean ch\u1ea5t l\u01b0\u1ee3ng (40%).<\/span><\/li>\n
            • T\u0103ng c\u01b0\u1eddng quy tr\u00ecnh l\u00e0m vi\u1ec7c hi\u1ec7u qu\u1ea3 (39%).<\/span><\/li>\n
            • Qu\u1ea3n l\u00fd cu\u1ed9c tr\u00f2 chuy\u1ec7n (32%).<\/span><\/li>\n
            • Gi\u1eef ch\u00e2n v\u00e0 ph\u00e1t tri\u1ec3n kh\u00e1ch h\u00e0ng c\u01a1 s\u1edf (25%).<\/span><\/li>\n<\/ul>\n

              \u01afu ti\u00ean d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a c\u00e1c gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh c\u1ea5p C v\u00e0o n\u0103m 2024 c\u0169ng l\u00e0 m\u1ed9t trong nh\u1eefng th\u00e1ch th\u1ee9c l\u1edbn nh\u1ea5t c\u1ee7a h\u1ecd. Trong \u0111\u00f3 c\u00f3 4 m\u1ee5c ti\u00eau c\u1ee5 th\u1ec3 trong \u01b0u ti\u00ean n\u00e0y, bao g\u1ed3m:<\/span><\/p>\n

                \n
              • T\u0103ng hi\u1ec7u qu\u1ea3 c\u1ee7a quy tr\u00ecnh l\u00e0m vi\u1ec7c (47%)<\/span><\/li>\n
              • \u0110\u1ec3 kh\u00e1ch h\u00e0ng t\u1ef1 tr\u1ea3 l\u1eddi c\u00e2u h\u1ecfi c\u1ee7a ch\u00ednh h\u1ecd (40%).<\/span><\/li>\n
              • Gi\u1eef ch\u00e2n v\u00e0 ph\u00e1t tri\u1ec3n kh\u00e1ch h\u00e0ng c\u01a1 s\u1edf (34%).<\/span><\/li>\n
              • H\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng v\u1edbi chatbot t\u1ef1 \u0111\u1ed9ng (30%).<\/span><\/li>\n<\/ul>\n

                T\u01b0\u01a1ng t\u1ef1 v\u1edbi kh\u1ea3 n\u0103ng n\u00e2ng cao th\u00e0nh c\u00f4ng, c\u00f3 kho\u1ea3ng c\u00e1ch nh\u1ea5t \u0111\u1ecbnh gi\u1eefa ng\u01b0\u1eddi \u0111i\u1ec1u h\u00e0nh v\u00e0 nh\u00e2n vi\u00ean trong nh\u1eadn th\u1ee9c v\u1ec1 vai tr\u00f2 h\u1ed7 tr\u1ee3 c\u1ee7a AI. 69% ng\u01b0\u1eddi \u0111i\u1ec1u h\u00e0nh tin r\u1eb1ng vai tr\u00f2 c\u1ee7a AI \u0111ang ph\u00e1t tri\u1ec3n trong qu\u00e1 tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, trong khi \u0111\u00f3 nh\u1eadn th\u1ee9c n\u00e0y ch\u1ec9 \u0111\u01b0\u1ee3c t\u00ecm th\u1ea5y \u1edf 34% nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3. Tr\u00ean th\u1ef1c t\u1ebf, c\u00f3 t\u1edbi 43% nh\u00e2n vi\u00ean kh\u00f4ng nh\u1eadn th\u1ea5y s\u1ef1 thay \u0111\u1ed5i v\u1ec1 vai tr\u00f2 c\u1ee7a h\u1ecd khi c\u00f3 AI h\u1ed7 tr\u1ee3.<\/span><\/p>\n

                \"Kho\u1ea3ng<\/p>\n

                Kho\u1ea3ng c\u00e1ch nh\u1eadn th\u1ee9c v\u00e0o AI c\u1ee7a ban \u0111i\u1ec1u h\u00e0nh v\u00e0 nh\u00e2n vi\u00ean<\/p>\n<\/div>\n

                \u0110\u1ec3 \u0111\u1ea3m b\u1ea3o t\u1ed5 ch\u1ee9c ph\u00e1t tri\u1ec3n t\u1ed1t, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ph\u00e2n chia r\u00f5 r\u00e0ng cho t\u1eebng b\u1ed9 ph\u1eadn theo g\u1ee3i \u00fd c\u1ee7a Intercom d\u01b0\u1edbi \u0111\u00e2y:<\/span><\/p>\n

                Lo\u1ea1i b\u1ecf c\u00f4ng c\u1ee5 l\u1ed7i th\u1eddi<\/b><\/h3>\n

                M\u1eb7c d\u00f9 \u0111\u00e3 c\u00f3 nhi\u1ec1u thay \u0111\u1ed5i l\u1edbn trong c\u00f4ng ngh\u1ec7 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng nh\u01b0ng nhi\u1ec1u t\u1ed5 ch\u1ee9c v\u1eabn s\u1eed d\u1ee5ng c\u00f4ng c\u1ee5 l\u1ed7i th\u1eddi v\u00e0 ch\u01b0a c\u00f3 k\u1ebf ho\u1ea1ch c\u1eadp nh\u1eadt. M\u1ed9t s\u1ed1 c\u00f4ng c\u1ee5 truy\u1ec1n th\u1ed1ng kh\u00f4ng c\u00f2n mang l\u1ea1i nhi\u1ec1u hi\u1ec7u qu\u1ea3 l\u00e0:\u00a0<\/span><\/p>\n

                  \n
                • Email<\/b>: Email cho ph\u00e9p th\u1ef1c hi\u1ec7n nhi\u1ec1u cu\u1ed9c h\u1ed9i tho\u1ea1i nh\u01b0ng th\u1eddi gian ph\u1ea3n h\u1ed3i gi\u1eefa hai b\u00ean c\u00f3 th\u1ec3 b\u1ecb k\u00e9o d\u00e0i. Do \u0111o\u0301, email kh\u00f4ng ti\u00ea\u0323n \u0111\u00ea\u0309 pha\u0309n h\u00f4\u0300i kha\u0301ch ha\u0300ng ngaay l\u00e2\u0323p t\u01b0\u0301c ma\u0300 \u0111\u01b0\u01a1\u0323c chuy\u00ea\u0309n qua s\u01b0\u0309 du\u0323ng cho ca\u0301c mu\u0323c \u0111i\u0301ch nh\u01b0 xa\u0301c nh\u00e2\u0323n giao di\u0323ch, c\u00e2\u0323p nh\u00e2\u0323t tin t\u01b0\u0301c\u2026<\/span><\/li>\n
                • \u0110i\u1ec7n tho\u1ea1i<\/b>: H\u1ed7 tr\u1ee3 qua \u0111i\u1ec7n tho\u1ea1i cho ph\u00e9p li\u00ean l\u1ea1c t\u1ee9c th\u1eddi nh\u01b0ng ph\u01b0\u01a1ng ph\u00e1p n\u00e0y t\u1ed1n th\u1eddi gian v\u00e0 thi\u1ebfu kh\u1ea3 n\u0103ng m\u1edf r\u1ed9ng. Nh\u00e2n s\u1ef1 kh\u00f4ng th\u1ec3 t\u01b0 v\u1ea5n nhi\u1ec1u kh\u00e1ch h\u00e0ng t\u1ea1i c\u00f9ng m\u1ed9t th\u1eddi \u0111i\u1ec3m.<\/span><\/li>\n<\/ul>\n

                  \u0110\u1ec3 b\u1eaft \u0111\u1ea7u lo\u1ea1i b\u1ecf c\u00f4ng c\u1ee5 l\u1ed7i th\u1eddi v\u00e0 chuy\u1ec3n \u0111\u1ed5i c\u00f4ng ngh\u1ec7, t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n theo c\u00e1c b\u01b0\u1edbc sau:<\/span><\/p>\n

                    \n
                  • B\u01b0\u1edbc 1<\/b>: \u0110\u00e1nh gi\u00e1 v\u1ec1 m\u1ee9c \u0111\u1ed9 hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00f4ng c\u1ee5 \u0111ang s\u1eed d\u1ee5ng v\u00e0 c\u00f4ng c\u1ee5 m\u1edbi qua kh\u1ea3 n\u0103ng t\u00edch h\u1ee3p, kh\u1ea3 n\u0103ng truy\u1ec1n d\u1eef li\u1ec7u ho\u1eb7c \u0111\u1ed9 b\u1ea3o m\u1eadt, chi ph\u00ed tri\u1ec3n khai.\u00a0<\/span><\/li>\n
                  • B\u01b0\u1edbc 2<\/b>: L\u1eadp k\u1ebf ho\u1ea1ch chi ti\u1ebft cho qu\u00e1 tr\u00ecnh chuy\u1ec3n \u0111\u1ed5i.<\/span><\/li>\n
                  • B\u01b0\u1edbc 3<\/b>: Th\u1ef1c hi\u1ec7n theo k\u1ebf ho\u1ea1ch \u0111\u00e3 l\u00ean. \u0110\u00e0o t\u1ea1o chuy\u00ean s\u00e2u v\u1ec1 c\u00e1ch s\u1eed d\u1ee5ng c\u00f4ng c\u1ee5 m\u1edbi cho to\u00e0n b\u1ed9 nh\u00e2n s\u1ef1.<\/span><\/li>\n
                  • B\u01b0\u1edbc 4<\/b>: Theo d\u00f5i hi\u1ec7u qu\u1ea3 s\u1eed d\u1ee5ng \u0111\u1ec3 c\u1ea3i thi\u1ec7n hi\u1ec7u su\u1ea5t s\u1eed d\u1ee5ng.<\/span><\/li>\n<\/ul>\n

                    \u0110i\u1ec1u ch\u1ec9nh l\u1ea1i c\u00e1ch \u0111o l\u01b0\u1eddng k\u1ebft qu\u1ea3<\/b><\/h3>\n

                    Th\u1ed1ng k\u00ea t\u1eeb b\u00e1o c\u00e1o, c\u00e1c nh\u00f3m h\u1ed7 tr\u1ee3 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng theo 4 c\u00e1ch sau:<\/span><\/p>\n

                      \n
                    • \u0110o theo thang CSAT (\u0111i\u1ec3m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng).<\/span><\/li>\n
                    • S\u1eed d\u1ee5ng bi\u1ec3u m\u1eabu.<\/span><\/li>\n
                    • \u0110\u00e1nh gi\u00e1 v\u00e0 x\u1ebfp h\u00e0ng tr\u1ef1c tuy\u1ebfn.<\/span><\/li>\n
                    • G\u1ecdi \u0111i\u1ec7n tho\u1ea1i ho\u1eb7c g\u1eedi email.<\/span><\/li>\n<\/ul>\n

                      Tuy nhi\u00ean, khi chuy\u1ec3n sang l\u00e0m vi\u1ec7c c\u00f9ng AI, c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o c\u1ea7n t\u00ecm ta nh\u1eefng c\u00e1ch th\u1ee9c \u0111o l\u01b0\u1eddng m\u1edbi.<\/span><\/p>\n

                      Tuy nhi\u00ean, khi chuy\u1ec3n sang l\u00e0m vi\u1ec7c c\u00f9ng AI, c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o c\u1ea7n t\u00ecm ta nh\u1eefng c\u00e1ch th\u1ee9c \u0111o l\u01b0\u1eddng m\u1edbi. C\u00f3 t\u1edbi 75% c\u00e1c \u0111\u1ed9i h\u1ed7 tr\u1ee3 b\u00e1o c\u00e1o cho r\u1eb1ng s\u1ed1 li\u1ec7u kh\u00e1ch h\u00e0ng truy\u1ec1n th\u1ed1ng \u0111ang thay \u0111\u1ed5i do s\u1ef1 ph\u00e1t tri\u1ec3n AI v\u00e0 87% c\u00e1c nh\u00e0 \u0111i\u1ec1u h\u00e0nh c\u1ea5p C c\u00f3 \u00fd ki\u1ebfn t\u01b0\u01a1ng t\u1ef1.<\/span><\/p>\n

                      \"D\u1eef<\/p>\n

                      D\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng truy\u1ec1n th\u1ed1ng thay \u0111\u1ed5i do AI<\/p>\n<\/div>\n

                      V\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, nh\u1eefng y\u1ebfu t\u1ed1 c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng thay \u0111\u1ed5i do AI nh\u1ea5t c\u00f3 th\u1ec3 k\u1ec3 \u0111\u1ebfn:<\/span><\/p>\n

                        \n
                      • M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng (CSAT) (thay \u0111\u1ed5i 38%).<\/span><\/li>\n
                      • Th\u1eddi gian gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 (thay \u0111\u1ed5i 31%).<\/span><\/li>\n
                      • Th\u1eddi gian x\u1eed l\u00fd trung b\u00ecnh (thay \u0111\u1ed5i 30%).<\/span><\/li>\n
                      • Th\u1eddi gian ph\u1ea3n h\u1ed3i \u0111\u1ea7u ti\u00ean (thay \u0111\u1ed5i 20%).<\/span><\/li>\n<\/ul>\n
                        \"M\u1ed9t<\/p>\n

                        M\u1ed9t s\u1ed1 y\u1ebfu t\u1ed1 thay \u0111\u1ed5i do AI<\/p>\n<\/div>\n

                        Tham kh\u1ea3o m\u1ed9t s\u1ed1 ch\u1ec9 ti\u00eau c\u1ee7a Intercom d\u01b0\u1edbi \u0111\u00e2y \u0111\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u su\u1ea5t ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

                        Ca\u0301c\u00a0xu h\u01b0\u01a1\u0301ng di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng 2024 kha\u0301c<\/b><\/h2>\n

                        B\u00ean c\u1ea1nh 5 xu h\u01b0\u1edbng kh\u00e1ch h\u00e0ng d\u1ecbch v\u1ee5 2024, t\u1ed5 ch\u1ee9c c\u0169ng n\u00ean tham kh\u1ea3o m\u1ed9t s\u1ed1 c\u00e1ch th\u1ee9c kh\u00e1c \u0111\u1ec3 n\u00e2ng cao hi\u1ec7u qu\u1ea3 trong qu\u00e1 tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

                        T\u01b0\u01a1ng ta\u0301c kha\u0301ch ha\u0300ng \u0111a k\u00eanh<\/b><\/h3>\n

                        Kh\u00e1ch h\u00e0ng ng\u00e0y nay mong mu\u1ed1n \u0111\u01b0\u1ee3c ph\u1ee5c v\u1ee5 tr\u00ean nhi\u1ec1u k\u00eanh kh\u00e1c nhau nh\u01b0 \u0111i\u1ec7n tho\u1ea1i, email, c\u00e1c k\u00eanh m\u1ea1ng x\u00e3 h\u1ed9i\u2026Kh\u00e1ch h\u00e0ng mu\u1ed1n t\u01b0\u01a1ng t\u00e1c tr\u00ean m\u1ed9t k\u00eanh v\u00e0 d\u1ec5 d\u00e0ng chuy\u1ec3n sang k\u00eanh kh\u00e1c m\u00e0 kh\u00f4ng g\u1eb7p b\u1ea5t k\u1ef3 tr\u1edf ng\u1ea1i n\u00e0o.\u00a0<\/span><\/p>\n

                        Nghi\u00ean c\u1ee9u c\u1ee7a <\/span>Harvard Business Review<\/span> c\u0169ng cho th\u1ea5y r\u1eb1ng kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng h\u01a1n b\u1ed1n k\u00eanh \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u c\u00f3 xu h\u01b0\u1edbng chi ti\u00eau cao h\u01a1n 10\u201315% so v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng ch\u1ec9 s\u1eed d\u1ee5ng m\u1ed9t k\u00eanh duy nh\u1ea5t.<\/span><\/p>\n

                        \"\u0110a<\/p>\n

                        \u0110a k\u00eanh l\u00e0 m\u1ed9t trong nh\u1eefng xu h\u01b0\u01a1\u0301ng di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng 2024<\/p>\n<\/div>\n

                        C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

                        Trong th\u1eddi \u0111\u1ea1i k\u1ef9 thu\u1eadt s\u1ed1, t\u1ed5 ch\u1ee9c d\u1ec5 d\u00e0ng c\u00f3 \u0111\u01b0\u1ee3c th\u00f4ng tin v\u1ec1 h\u00e0nh tr\u00ecnh mua c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng. Theo <\/span>b<\/span>\u00e1o c\u00e1o<\/span> c\u1ee7a 360i Research, th\u1ecb tr\u01b0\u1eddng ph\u1ea7n m\u1ec1m c\u00e1 nh\u00e2n ho\u00e1 to\u00e0n c\u1ea7u \u0111\u01b0\u1ee3c \u01b0\u1edbc t\u00ednh \u0111\u1ea1t 2,72 t\u1ef7 USD v\u00e0o n\u0103m 2027 v\u1edbi t\u1ed1c \u0111\u1ed9 23,58%. B\u00ean c\u1ea1nh \u0111\u00f3, c\u00f3 t\u1edbi 70% ng\u01b0\u1eddi ti\u00eau d\u00f9ng mong \u0111\u1ee3i c\u00e1c c\u00f4ng ty cung c\u1ea5p t\u01b0\u01a1ng t\u00e1c c\u00e1 nh\u00e2n ho\u00e1.<\/span><\/p>\n

                        T\u1eeb \u0111\u00e2y, doanh nghi\u1ec7p h\u00e3y t\u1ea1o c\u00e1c tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n ho\u00e1 nh\u01b0 \u0111\u1ec1 xu\u1ea5t s\u1ea3n ph\u1ea9m hay th\u00f4ng \u0111i\u1ec7p \u0111\u1ebfn t\u1eebng \u0111\u1ed1i t\u01b0\u1ee3ng. Tuy nhi\u00ean, b\u1ea1n c\u0169ng c\u1ea7n l\u01b0u \u00fd tr\u00e1nh x\u00e2m ph\u1ea1m v\u00e0o quy\u1ec1n ri\u00eang t\u01b0 c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 khi\u1ebfn h\u1ecd kh\u00f3 ch\u1ecbu.<\/span><\/p>\n

                        Kh\u00e1ch h\u00e0ng t\u1ef1 ph\u1ee5c v\u1ee5<\/b><\/h3>\n

                        Doanh nghi\u1ec7p c\u00f3 th\u1ec3 n\u1eafm b\u1eaft xu h\u01b0\u1edbng n\u00e0y b\u1eb1ng c\u00e1ch cung c\u1ea5p cho kh\u00e1ch h\u00e0ng c\u00e1c c\u00f4ng c\u1ee5 v\u00e0 t\u00e0i nguy\u00ean t\u1ef1 ph\u1ee5c v\u1ee5 \u0111\u1ec3 h\u1ecd gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 nhanh ch\u00f3ng. \u0110\u1eb7c bi\u1ec7t, d\u1ecbch Covid-19 \u0111\u00e3 th\u00fac \u0111\u1ea9y xu h\u01b0\u1edbng n\u00e0y nhanh h\u01a1n bao gi\u1edd h\u1ebft.\u00a0<\/span><\/p>\n

                        \"Kh\u00e1ch<\/p>\n

                        Kh\u00e1ch h\u00e0ng t\u1ef1 ph\u1ee5c v\u1ee5 l\u00e0 xu h\u01b0\u01a1\u0301ng di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng 2024 doanh nghi\u1ec7p n\u00ean bi\u1ebft<\/p>\n<\/div>\n

                        \u201cKh\u00e1ch h\u00e0ng t\u1ef1 ph\u1ee5c v\u1ee5\u201d mang l\u1ea1i nhi\u1ec1u l\u1ee3i \u00edch cho ch\u00ednh b\u1ea3n th\u00e2n h\u1ecd v\u00e0 doanh nghi\u1ec7p khi m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u mu\u1ed1n gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a b\u1ea3n th\u00e2n nhanh h\u01a1n. Tr\u00ean th\u1ef1c t\u1ebf, c\u00f3 t\u1edbi 88% kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i h\u1ecd c\u00f3 th\u1ec3 t\u1ef1 ph\u1ee5c v\u1ee5 b\u1ea3n th\u00e2n khi t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p tr\u1ef1c tuy\u1ebfn (Ngu\u1ed3n: <\/span>Statista<\/span>).<\/span><\/p>\n

                        T\u1ea1i th\u1eddi \u0111i\u1ec3m hi\u1ec7n t\u1ea1i, c\u00e1c doanh nghi\u1ec7p kinh doanh c\u00f3 th\u1ec3 \u1ee9ng d\u1ee5ng xu h\u01b0\u1edbng t\u1ef1 ph\u1ee5c v\u1ee5 n\u00e0y v\u00e0o \u0111\u00f3 l\u00e0:<\/span><\/p>\n

                          \n
                        • Thi\u1ebft l\u1eadp khu v\u1ef1c t\u1ef1 ph\u1ee5c v\u1ee5 t\u1ea1i \u0111i\u1ec3m b\u00e1n h\u00e0ng tr\u1ef1c ti\u1ebfp.<\/span><\/li>\n
                        • Thi\u1ebft l\u1eadp m\u1ee5c c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p va\u0300 ta\u0300i li\u00ea\u0323u h\u01b0\u01a1\u0301ng d\u00e2\u0303n t\u1ea1i c\u00e1c k\u00eanh b\u00e1n h\u00e0ng tr\u1ef1c tuy\u1ebfn.<\/span><\/li>\n
                        • Cho ph\u00e9p ng\u01b0\u1eddi mua t\u1ef1 theo d\u00f5i \u0111\u01a1n h\u00e0ng m\u00e0 kh\u00f4ng c\u1ea7n li\u00ean h\u1ec7 v\u1edbi b\u1ed9 ph\u1eadn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n

                          Ph\u1ea3n \u1ee9ng ch\u1ee7 \u0111\u1ed9ng<\/b><\/h3>\n

                          M\u1ed9t xu h\u01b0\u1edbng m\u00e0 doanh nghi\u1ec7p n\u00ean ch\u00fa \u00fd l\u00e0 chuy\u1ec3n \u0111\u1ed5i t\u1eeb d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u01b0\u0300 b\u1ecb \u0111\u1ed9ng sang ch\u1ee7 \u0111\u1ed9ng. Nhi\u1ec1u doanh nghi\u1ec7p hi\u1ec7n nay \u0111\u00e3 ch\u1ee7 \u0111\u1ed9ng l\u1eafng nghe v\u00e0 gi\u1ea3i quy\u1ebft nh\u1eefng v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc khi kh\u00e1ch h\u00e0ng \u0111\u1ec1 c\u1eadp. \u0110i\u1ec1u n\u00e0y gi\u00fap t\u1ed5 ch\u1ee9c n\u1eafm b\u1eaft nh\u1eefng v\u1ea5n \u0111\u1ec1 \u0111ang t\u1ed3n t\u1ea1i ho\u1eb7c ti\u1ec1m \u1ea9n \u0111\u1ec3 \u0111\u01b0a ra c\u00e1ch th\u1ee9c x\u1eed l\u00fd t\u1ed1t nh\u1ea5t. \u0110\u1eb7c bi\u1ec7t, xu h\u01b0\u1edbng n\u00e0y c\u0169ng gi\u00fap doanh nghi\u1ec7p gi\u1eef ch\u00e2n v\u00e0 c\u1ea3i thi\u1ec7n l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng, gi\u1ea3m t\u00ecnh tr\u1ea1ng b\u1ecf d\u1edf khi ch\u01b0a thanh to\u00e1n.<\/span><\/p>\n

                          \"T\u1ed5<\/p>\n

                          T\u1ed5 ch\u1ee9c n\u00ean ch\u1ee7 \u0111\u1ed9ng ph\u1ea3n \u1ee9ng khi l\u00e0m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

                          Kh\u00e1ch h\u00e0ng ng\u00e0y nay y\u00eau c\u1ea7u nh\u1eefng tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch v\u00e0 c\u00e1 nh\u00e2n ho\u00e1. Do \u0111\u00f3, t\u1ed5 ch\u1ee9c c\u1ea7n th\u1ec3 hi\u1ec7n s\u1ef1 quan t\u00e2m, chu \u0111\u00e1o b\u1eb1ng c\u00e1ch ch\u1ee7 \u0111\u1ed9ng \u0111\u00e1p \u1ee9ng nh\u1eefng mong mu\u1ed1n n\u00e0y. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 g\u1ee3i \u00fd v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u1ee7 \u0111\u1ed9ng m\u00e0 doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng:\u00a0<\/span><\/p>\n

                            \n
                          • Ch\u1ee7 \u0111\u1ed9ng g\u1eedi h\u00e0nh tr\u00ecnh \u0111\u01a1n h\u00e0ng cho ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u1ec3 h\u1ecd c\u00f3 th\u1ec3 t\u1ef1 ki\u1ec3m tra ti\u1ebfn \u0111\u1ed9.\u00a0<\/span><\/li>\n
                          • L\u1ea5y \u00fd ki\u1ebfn c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u00e1t sinh sau nh\u1eefng l\u1ea7n mua.<\/span><\/li>\n
                          • G\u1ee3i \u00fd c\u00e1c n\u1ed9i dung \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n ho\u00e1 d\u1ef1a tr\u00ean th\u00f3i quen.\u00a0<\/span><\/li>\n
                          • G\u1eedi m\u00e3 gi\u1ea3m gi\u00e1\/\u01b0u \u0111\u00e3i ph\u00f9 h\u1ee3p v\u1edbi th\u00f3i quen v\u00e0 l\u1ecbch s\u1eed mua h\u00e0ng.<\/span><\/li>\n<\/ul>\n

                            Tr\u00ean \u0111\u00e2y l\u00e0 5 xu h\u01b0\u01a1\u0301ng di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng 2024 m\u00e0 c\u00e1c doanh nghi\u1ec7p n\u00ean bi\u1ebft. S\u1ef1 linh ho\u1ea1t v\u00e0 kh\u1ea3 n\u0103ng th\u00edch \u1ee9ng nhanh ch\u00f3ng c\u1ee7a t\u1ed5 ch\u1ee9c v\u1edbi th\u1ecb tr\u01b0\u1eddng \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c duy tr\u00ec v\u00e0 m\u1edf r\u1ed9ng t\u1ec7p kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

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

                            C\u00e1c y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng t\u1edbi m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng khi mua s\u1eafm online<\/em><\/strong><\/p>\n

                            Nh\u1eefng h\u1eadu qu\u1ea3 ti\u1ec1m \u1ea9n c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng k\u00e9m<\/em><\/strong><\/p>\n

                            \u00a0<\/em><\/strong><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

                            Xu h\u01b0\u01a1\u0301ng di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng 2024 \u0111ang la\u0300 t\u01b0\u0300 kho\u0301a ma\u0300 ca\u0301c doanh nghi\u00ea\u0323p quan t\u00e2m vi\u0300: N\u0103m 2023 l\u00e0 n\u0103m ch\u00fang ta ch\u1ee9ng ki\u1ebfn nhi\u1ec1u bi\u1ebfn \u0111\u1ed9ng trong kinh doanh bu\u1ed9c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ea7n thay \u0111\u1ed5i \u0111\u00ea\u0309 thi\u0301ch nghi. Trong \u0111\u00f3, s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a c\u00f4ng ngh\u1ec7 (\u0111i\u1ec3n h\u00ecnh nh\u01b0 tri\u0301 tu\u00ea\u0323 nh\u00e2n ta\u0323o AI) v\u00e0 kh\u00e1ch h\u00e0ng th\u1ebf h\u1ec7 gen Z l\u00e0 nh\u1eefng nguy\u00ean nh\u00e2n n\u1ed5i tr\u1ed9i.\u00a0<\/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\/70261"}],"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=70261"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/70261\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=70261"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=70261"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=70261"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}