{"id":40418,"date":"2022-02-27T10:33:51","date_gmt":"2022-02-27T03:33:51","guid":{"rendered":"http:\/\/amis.misa.vn\/?p=40418"},"modified":"2024-12-01T10:48:37","modified_gmt":"2024-12-01T03:48:37","slug":"mau-bao-cao-cham-soc-khach-hang","status":"publish","type":"post","link":"https:\/\/amis.misa.vn\/40418\/mau-bao-cao-cham-soc-khach-hang\/","title":{"rendered":"[T\u1ed5ng h\u1ee3p] 3 m\u1eabu b\u00e1o c\u00e1o ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u1ea7y \u0111\u1ee7 nh\u1ea5t"},"content":{"rendered":"

\u0110\u1ec3 ho\u1ea1t \u0111\u1ed9ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng di\u1ec5n ra hi\u1ec7u qu\u1ea3, vi\u1ec7c s\u1edf h\u1eefu nh\u1eefng m\u1eabu b\u00e1o c\u00e1o \u0111\u1ea7y \u0111\u1ee7, ph\u00f9 h\u1ee3p l\u00e0 r\u1ea5t quan tr\u1ecdng. H\u00e3y c\u00f9ng t\u00ecm hi\u1ec3u v\u1ec1 3 m\u1eabu b\u00e1o c\u00e1o ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u1ea7y \u0111\u1ee7 nh\u1ea5t th\u00f4ng qua b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y.<\/b><\/p>\n

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I. M\u1eabu b\u00e1o c\u00e1o ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/b><\/h2>\n

M\u1eabu b\u00e1o c\u00e1o ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 bi\u1ec3u m\u1eabu b\u00e1o c\u00e1o c\u00f4ng vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c l\u1eadp s\u1eb5n \u0111\u1ec3 b\u00e1o c\u00e1o c\u00f4ng vi\u1ec7c theo ng\u00e0y, tu\u1ea7n, th\u00e1ng… V\u00e0 th\u01b0\u1eddng m\u1eabu b\u00e1o c\u00e1o ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng g\u1ed3m nh\u1eefng th\u00f4ng tin v\u1ec1 c\u00f4ng vi\u1ec7c nh\u01b0: t\u00ean nh\u00e2n vi\u00ean, s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1edbi, s\u1ed1 l\u01b0\u1ee3ng giao d\u1ecbch, s\u1ed1 l\u01b0\u1ee3ng c\u01a1 h\u1ed9i, s\u1ed1 l\u01b0\u1ee3ng b\u00e1o gi\u00e1, s\u1ed1 l\u01b0\u1ee3ng h\u1ee3p \u0111\u1ed3ng, t\u1ef7 l\u1ec7,…<\/span><\/p>\n

S\u1eed d\u1ee5ng Customer Service Dashboard (b\u1ea3ng b\u00e1o c\u00e1o ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng) trong qu\u1ea3n l\u00fd l\u00e0 m\u1ed9t gi\u1ea3i ph\u00e1p hi\u1ec7n \u0111\u1ea1i, d\u00e0nh cho b\u1ed9 ph\u1eadn Customer Service, Managers, C-level,\u2026 gi\u00fap ph\u00e1c h\u1ecda to\u00e0n di\u1ec7n<\/span> ch\u00e2n dung kh\u00e1ch h\u00e0ng<\/span><\/a> c\u0169ng nh\u01b0 <\/span>h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/span>. B\u00e1o c\u00e1o c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n ph\u00e2n t\u00edch c\u01a1 b\u1ea3n v\u00e0 n\u00e2ng cao, t\u1ea1o c\u00e1c b\u00e1o c\u00e1o Customer Service c\u00f2n t\u00f9y ch\u1ec9nh theo nhu c\u1ea7u, \u0111\u1ea3m b\u1ea3o ph\u00e2n t\u00edch d\u1eef li\u1ec7u ch\u00ednh x\u00e1c v\u00e0 mang l\u1ea1i k\u1ebft qu\u1ea3 t\u1ed1t nh\u1ea5t cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n.<\/span><\/p>\n

>> \u0110\u1ecdc th\u00eam: <\/span>Customer Service l\u00e0 g\u00ec<\/span><\/a>? 7 c\u00e1ch cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t<\/span><\/p>\n

II. 3 m\u1eabu b\u00e1o c\u00e1o ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u1ea7y \u0111\u1ee7 nh\u1ea5t<\/b><\/h2>\n

\u0110\u1ec3 ho\u1ea1t \u0111\u1ed9ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng di\u1ec5n ra hi\u1ec7u qu\u1ea3, vi\u1ec7c s\u1edf h\u1eefu nh\u1eefng m\u1eabu b\u00e1o c\u00e1o \u0111\u1ea7y \u0111\u1ee7, ph\u00f9 h\u1ee3p l\u00e0 r\u1ea5t quan tr\u1ecdng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 3 lo\u1ea1i m\u1eabu b\u00e1o c\u00e1o ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u1ea7y \u0111\u1ee7 nh\u1ea5t:<\/span><\/p>\n

1. B\u00e1o c\u00e1o \u0111\u00e1nh gi\u00e1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (Customer Satisfaction Dashboard)<\/b><\/b><\/h3>\n

R\u1ea5t nhi\u1ec1u nghi\u00ean c\u1ee9u \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng: kh\u1ea3 n\u0103ng d\u1ec5 d\u00e0ng ti\u1ebfp c\u1eadn th\u00f4ng tin v\u00e0 tr\u1ea3i nghi\u1ec7m t\u1ed1t khi\u1ebfn m\u1ecdi ng\u01b0\u1eddi y\u00eau th\u00edch th\u01b0\u01a1ng hi\u1ec7u v\u00e0 s\u1eb5n s\u00e0ng tr\u1ea3 nhi\u1ec1u ti\u1ec1n h\u01a1n. Customer Satisfaction Dashboard s\u1ebd gi\u00fap b\u1ea1n \u0111\u00e1nh gi\u00e1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p.\u00a0<\/span><\/p>\n

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Trong m\u1eabu b\u00e1o c\u00e1o ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng n\u00e0y, b\u1ea1n c\u1ea7n \u0111o l\u01b0\u1eddng nh\u1eefng ch\u1ec9 s\u1ed1 sau:<\/span><\/p>\n

Ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng s\u1ef1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng (Customer Effort Score \u2013 CES)\u00a0<\/b><\/h4>\n

Ch\u1ec9 s\u1ed1 n\u00e0y \u0111o l\u01b0\u1eddng s\u1ef1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 m\u1ee9c \u0111\u1ed9 \u201ckh\u00f3\u201d ho\u1eb7c \u201cd\u1ec5\u201d khi h\u1ecd s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. D\u1ef1a tr\u00ean ch\u1ec9 s\u1ed1 n\u00e0y, doanh nghi\u1ec7p l\u1eafng nghe v\u00e0 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh \u0111\u1ec3 t\u1ea1o n\u00ean s\u1ef1 thu\u1eadn ti\u1ec7n t\u1ed1i \u0111a cho kh\u00e1ch h\u00e0ng, gi\u00fap kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c h\u01a1n.\u00a0<\/span><\/p>\n

\u0110\u1ec3 \u0111o l\u01b0\u1eddng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng sau khi h\u1ecd tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u1edbi c\u00e2u h\u1ecfi nh\u01b0: \u201cB\u1ea1n ti\u1ebfp c\u1eadn ho\u1eb7c s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5, s\u1ea3n ph\u1ea9m c\u1ee7a ch\u00fang t\u00f4i c\u00f3 d\u1ec5 d\u00e0ng kh\u00f4ng?\u201d. Sau \u0111\u00f3 kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u00e1nh gi\u00e1 t\u1eeb 1 \u0111\u1ebfn 10 t\u01b0\u01a1ng \u0111\u01b0\u01a1ng v\u1edbi \u201cr\u1ea5t kh\u00f3\u201d \u0111\u1ebfn \u201cr\u1ea5t d\u1ec5\u201d.\u00a0<\/span><\/p>\n

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Th\u1ef1c t\u1ebf \u0111\u00e3 cho th\u1ea5y, n\u1ebfu kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t tr\u1ea3i nghi\u1ec7m tho\u1ea3i m\u00e1i b\u1eb1ng c\u00e1ch d\u1ec5 d\u00e0ng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5, h\u1ecd s\u1ebd c\u00f3 xu h\u01b0\u1edbng quay l\u1ea1i v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 \u0111\u00f3 nhi\u1ec1u l\u1ea7n n\u1eefa. \u0110\u00e2y ch\u00ednh l\u00e0 ch\u00eca kh\u00f3a kinh doanh th\u1ef1c s\u1ef1 trong b\u1ed1i c\u1ea3nh c\u1ea1nh tranh ng\u00e0y c\u00e0ng cao nh\u01b0 hi\u1ec7n nay.<\/span><\/p>\n

Ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng (Net Promoter Score – NPS)<\/b><\/h4>\n

Ch\u1ec9 s\u1ed1 NPS c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh b\u1eb1ng m\u1ed9t c\u00e2u h\u1ecfi ng\u1eafn \u1edf phi\u1ebfu kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng nh\u01b0 sau: \u201cAnh\/ch\u1ecb c\u00f3 s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i v\u1edbi b\u1ea1n b\u00e8, \u0111\u1ed3ng nghi\u1ec7p ho\u1eb7c ng\u01b0\u1eddi th\u00e2n c\u1ee7a m\u00ecnh kh\u00f4ng?\u201d\u00a0<\/span><\/p>\n

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V\u1edbi c\u00e2u h\u1ecfi n\u00e0y, ng\u01b0\u1eddi tham gia kh\u1ea3o s\u00e1t s\u1ebd \u0111\u00e1nh gi\u00e1 tr\u00ean thang \u0111i\u1ec3m t\u1eeb 0 (r\u1ea5t kh\u00f4ng s\u1eb5n s\u00e0ng) \u0111\u1ebfn 10 (r\u1ea5t s\u1eb5n s\u00e0ng). S\u1ef1 \u0111\u00e1nh gi\u00e1 tr\u00ean thang \u0111i\u1ec3m n\u00e0y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c chia l\u00e0m 3 nh\u00f3m: ng\u01b0\u1eddi \u1ee7ng h\u1ed9 (Promoter), ng\u01b0\u1eddi th\u1ee5 \u0111\u1ed9ng (Passive), ng\u01b0\u1eddi n\u00f3i x\u1ea5u (Detractor).<\/span><\/p>\n

N\u1ebfu doanh nghi\u1ec7p c\u00f3 \u0111\u01b0\u1ee3c t\u1ef7 l\u1ec7 Ng\u01b0\u1eddi \u1ee7ng h\u1ed9 cao th\u00ec \u0111i\u1ec1u \u0111\u00f3 \u0111\u1ed3ng ngh\u0129a doanh nghi\u1ec7p \u0111ang \u0111em t\u1edbi tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c cho kh\u00e1ch h\u00e0ng. Nh\u1eefng ng\u01b0\u1eddi n\u00e0y c\u00f3 kh\u1ea3 n\u0103ng cao s\u1ebd quay l\u1ea1i mua s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p trong th\u1eddi gian t\u1edbi v\u00e0 gi\u1edbi thi\u1ec7u cho nhi\u1ec1u ng\u01b0\u1eddi th\u00e2n, b\u1ea1n b\u00e8.\u00a0<\/span><\/p>\n

Ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (Customer Satisfaction Score \u2013 CSAT)<\/b><\/h4>\n

\u0110\u1ed1i v\u1edbi ch\u1ec9 s\u1ed1 CSAT, doanh nghi\u1ec7p s\u1ebd c\u00f3 th\u1ec3 \u0111o s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p b\u1eb1ng c\u00e1ch \u0111\u1eb7t m\u1ed9t c\u00e2u h\u1ecfi ng\u1eafn cho kh\u00e1ch h\u00e0ng \u1edf phi\u1ebfu kh\u1ea3o s\u00e1t: \u201cAnh\/ch\u1ecb \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng t\u1ed5ng th\u1ec3 c\u1ee7a m\u00ecnh \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 n\u00e0y nh\u01b0 th\u1ebf n\u00e0o?\u201d\u00a0<\/span><\/p>\n

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C\u00e2u h\u1ecfi n\u00e0y \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 tr\u00ean thang \u0111i\u1ec3m t\u1eeb 1 \u0111\u1ebfn 5:<\/span><\/p>\n

1- R\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng<\/span><\/p>\n

2- Kh\u00f4ng h\u00e0i l\u00f2ng<\/span><\/p>\n

3- Trung l\u1eadp<\/span><\/p>\n

4- H\u00e0i l\u00f2ng<\/span><\/p>\n

5- R\u1ea5t h\u00e0i l\u00f2ng<\/span><\/p>\n

N\u1ebfu ch\u1ec9 s\u1ed1 CSAT t\u0103ng, ch\u1ee9ng t\u1ecf kh\u00e1ch h\u00e0ng c\u00f3 s\u1ef1 h\u00e0i l\u00f2ng cao h\u01a1n v\u00e0 tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c h\u01a1n v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n.\u00a0<\/span><\/p>\n

>> \u0110\u1ecdc th\u00eam: <\/span>C\u00e1c y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0n<\/span>g<\/span><\/a><\/p>\n

2. B\u00e1o c\u00e1o t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng (Customer Retention Dashboard)<\/b><\/h3>\n

Chi ph\u00ed b\u1ecf ra \u0111\u1ec3 thu h\u00fat m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi th\u01b0\u1eddng t\u1ed1n k\u00e9m h\u01a1n nhi\u1ec1u l\u1ea7n vi\u1ec7c gi\u1eef ch\u00e2n m\u1ed9t kh\u00e1ch h\u00e0ng c\u0169. Ch\u00ednh v\u00ec th\u1ebf, t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng cao lu\u00f4n l\u00e0 m\u1ee5c ti\u00eau c\u1ee7a m\u1ecdi doanh nghi\u1ec7p \u0111\u1ec3 ti\u1ebft ki\u1ec7m ngu\u1ed3n l\u1ef1c. \u0110\u1ec3 gi\u00e1m s\u00e1t hi\u1ec7u qu\u1ea3 t\u1ea5t c\u1ea3 c\u00e1c d\u1eef li\u1ec7u v\u1ec1 t\u1ef7 l\u1ec7 n\u00e0y v\u00e0 t\u1ed1i \u01b0u h\u00f3a c\u00e1c chi\u1ebfn l\u01b0\u1ee3c kinh doanh, Customer Retention Dashboard l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 h\u1eefu \u00edch.<\/span><\/p>\n

Trong m\u1eabu b\u00e1o c\u00e1o ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng n\u00e0y, hi\u1ec3n th\u1ecb ngay \u0111\u1ea7u trang l\u00e0 c\u00e1c ch\u1ec9 s\u1ed1 NPS (Net Promoter Score), t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng trung th\u00e0nh, t\u1ef7 l\u1ec7 ng\u01b0\u1eddi kh\u00e1ch h\u00e0ng cao c\u1ea5p v\u00e0 CLV (Customer Lifetime Value). \u1ede ph\u1ea7n ch\u00ednh c\u1ee7a b\u1ea3ng l\u00e0 c\u00e1c s\u1ed1 li\u1ec7u chi ti\u1ebft v\u1ec1 t\u00ecnh h\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 doanh thu. Nh\u01b0 trong dashboard m\u1eabu n\u00e0y, Customer Churn (T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i) \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n qua c\u00e1c th\u00e1ng v\u00e0 n\u0103m c\u00f9ng m\u1ed9t bi\u1ec3u \u0111\u1ed3 \u0111\u01b0\u1eddng \u0111\u1ec3 th\u1ea5y r\u00f5 s\u1ef1 l\u1ecbch s\u1eed bi\u1ebfn \u0111\u1ed9ng c\u1ee7a ch\u1ec9 s\u1ed1 n\u00e0y.\u00a0<\/span><\/p>\n

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T\u1ef7 l\u1ec7 t\u0103ng tr\u01b0\u1edfng MRR (Monthly Recurring Revenue – doanh thu \u0111\u1ecbnh k\u1ef3 h\u00e0ng th\u00e1ng, \u0111\u01b0\u1ee3c doanh nghi\u1ec7p d\u1ef1 \u0111o\u00e1n v\u00e0 \u0111o l\u01b0\u1eddng trong kho\u1ea3ng th\u1eddi gian l\u00e0 1 th\u00e1ng) r\u00f5 r\u00e0ng l\u00e0 m\u1ed9t trong nh\u1eefng ph\u1ea7n quan tr\u1ecdng nh\u1ea5t c\u1ee7a Dashboard n\u00e0y, l\u00e0 \u201cm\u1ea3nh gh\u00e9p\u201d cu\u1ed1i c\u00f9ng gi\u00fap b\u1ea1n c\u00f3 c\u00e1i nh\u00ecn t\u1ed5ng quan v\u1ec1 hi\u1ec7u qu\u1ea3 c\u1ee7a b\u1ed9 ph\u1eadn Customer Service. T\u1ef7 l\u1ec7 n\u00e0y c\u0169ng \u0111\u01b0\u1ee3c tr\u00ecnh b\u00e0y qua c\u00e1c bi\u1ec3u \u0111\u1ed3 c\u1ed9t, bi\u1ec3u \u0111\u1ed3 \u0111\u01b0\u1eddng theo t\u1eebng th\u00e1ng \u0111\u1ec3 b\u1ea1n d\u1ec5 d\u00e0ng h\u00ecnh dung nh\u1eefng bi\u1ebfn \u0111\u1ed9ng trong qu\u00e1 tr\u00ecnh kinh doanh.<\/span><\/p>\n

>> \u0110\u1ecdc th\u00eam: <\/span>Ch\u1ec9 s\u1ed1 ARR<\/span><\/a> v\u00e0 ch\u1ec9 s\u1ed1 MRR l\u00e0 g\u00ec? C\u00e1ch t\u00ednh ARR & MRR chu\u1ea9n nh\u1ea5t<\/span><\/p>\n

3. B\u00e1o c\u00e1o \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c (Customer Service Team Dashboard)<\/b><\/h3>\n

Customer Service Team Dashboard l\u00e0 m\u1eabu b\u00e1o c\u00e1o ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1eadp trung \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t c\u1ee7a b\u1ed9 ph\u1eadn Customer Service h\u00e0ng ng\u00e0y v\u00e0 h\u00e0ng th\u00e1ng. M\u1eabu b\u00e1o c\u00e1o n\u00e0y gi\u00fap t\u1ed5ng h\u1ee3p c\u00e1c v\u1ea5n \u0111\u1ec1, kh\u00f3 kh\u0103n, khi\u1ebfu n\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng. Th\u00f4ng qua b\u00e1o c\u00e1o \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c, b\u1ea1n c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng ki\u1ec3m so\u00e1t v\u00e0 chia quy\u1ec1n ki\u1ec3m so\u00e1t, d\u1ec5 d\u00e0ng t\u00ecm ki\u1ebfm th\u00f4ng tin v\u00e0 th\u1ed1ng k\u00ea, gi\u00fap ti\u1ebft ki\u1ec7m \u0111\u01b0\u1ee3c r\u1ea5t nhi\u1ec1u th\u1eddi gian. M\u1eabu b\u00e1o c\u00e1o ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng n\u00e0y g\u1ed3m 2 ph\u1ea7n: hi\u1ec7u qu\u1ea3 x\u1eed l\u00fd khi\u1ebfu n\u1ea1i v\u00e0 th\u1eddi gian ph\u1ea3n h\u1ed3i.\u00a0<\/span><\/p>\n

Hi\u1ec7u qu\u1ea3 x\u1eed l\u00fd khi\u1ebfu n\u1ea1i<\/b><\/h4>\n

\"\"<\/p>\n

First Contact Resolution (FCR) l\u00e0 ch\u1ec9 s\u1ed1 th\u1ec3 hi\u1ec7n v\u1ea5n \u0111\u1ec1 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft ngay trong l\u1ea7n li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean khi li\u00ean h\u1ec7 \u0111\u1ebfn trung t\u00e2m (Contact Center), \u0111\u01b0\u1ee3c t\u00ednh theo t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m. \u0110\u00e2y l\u00e0 m\u1ed9t KPI r\u1ea5t quan tr\u1ecdng, v\u00ec n\u00f3 t\u1ea1o \u1ea5n t\u01b0\u1ee3ng \u0111\u1ea7u ti\u00ean v\u1ec1 d\u1ecbch v\u1ee5 Customer Service c\u1ee7a doanh nghi\u1ec7p. T\u1ef7 l\u1ec7 n\u00e0y c\u00e0ng cao, ch\u1ee9ng t\u1ecf doanh nghi\u1ec7p c\u00e0ng ti\u1ebft ki\u1ec7m \u0111\u01b0\u1ee3c th\u1eddi gian cho kh\u00e1ch h\u00e0ng, x\u1eed l\u00fd v\u00e0 gi\u1ea3i quy\u1ebft c\u00e0ng tri\u1ec7t \u0111\u1ec3 v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd v\u00e0 x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c h\u00ecnh \u1ea3nh t\u00edch c\u1ef1c, tr\u00e1nh \u0111\u1ec3 l\u1ea1i \u201cti\u1ebfng x\u1ea5u\u201d.<\/span><\/p>\n

C\u00f4ng th\u1ee9c t\u00ednh FCR:<\/span><\/p>\n

FCR = (V\u1ea5n \u0111\u1ec1 \u0111\u00e3 \u0111\u01b0\u1ee3c x\u1eed l\u00fd trong l\u1ea7n li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean \/ t\u1ed5ng s\u1ed1 l\u1ea7n li\u00ean h\u1ec7 ) x 100<\/span><\/i><\/p>\n

Th\u1eddi gian gi\u1ea3i quy\u1ebft trung b\u00ecnh\u00a0<\/b><\/p>\n

Th\u1eddi gian gi\u1ea3i quy\u1ebft trung b\u00ecnh (Average Time Resolution) l\u00e0 m\u1ed9t trong nh\u1eefng KPI ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p c\u1ea7n l\u01b0u \u00fd h\u00e0ng \u0111\u1ea7u. D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t c\u00f3 ngh\u0129a doanh nghi\u1ec7p gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch k\u1ecbp th\u1eddi. T\u1ed1c \u0111\u1ed9 x\u1eed l\u00fd v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u00e1c \u0111\u1ed9ng t\u00edch c\u1ef1c ho\u1eb7c ti\u00eau c\u1ef1c \u0111\u1ebfn vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 duy tr\u00ec m\u1ee9c \u0111\u1ed9 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p.<\/span><\/p>\n

\"\"<\/p>\n

Kh\u00e1ch h\u00e0ng d\u1ec5 tr\u1edf n\u00ean m\u1ea5t ki\u00ean nh\u1eabn khi ph\u1ea3i ch\u1edd \u0111\u1ee3i l\u00e2u, 1\/3 s\u1ed1 kh\u00e1ch h\u00e0ng s\u1ebd g\u00e1c m\u00e1y sau m\u1ed9t ph\u00fat ch\u1edd v\u00e0 \u2154 l\u00e0 sau 3 ph\u00fat. V\u00ec v\u1eady, gi\u1ea3m th\u1eddi gian ch\u1edd c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 gi\u00fap b\u1ea1n ti\u1ebft ki\u1ec7m ti\u1ec1n b\u1ea1c, n\u00e2ng cao t\u1ef7 l\u1ec7 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n n\u00e2ng cao danh ti\u1ebfng c\u00f4ng ty. B\u1ea1n c\u00f3 th\u1ec3 th\u1ea5y m\u1eabu b\u00e1o c\u00e1o ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng n\u00e0y hi\u1ec3n th\u1ecb th\u1eddi gian ph\u1ea3n h\u1ed3i m\u1ed7i ng\u00e0y trong tu\u1ea7n.<\/span><\/p>\n

III. <\/b>Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 & N\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi <\/b>MISA AMIS CRM<\/b><\/a><\/h2>\n

1. Thu th\u1eadp v\u00e0 qu\u1ea3n l\u00fd m\u1ecdi th\u00f4ng tin kh\u00e1ch h\u00e0ng t\u1eadp trung<\/strong><\/h3>\n

C\u00e0ng c\u00f3 nhi\u1ec1u th\u00f4ng tin v\u1ec1 kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p s\u1ebd c\u00e0ng c\u00f3 th\u1ec3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n v\u00e0 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

V\u1edbi ph\u1ea7n m\u1ec1m <\/span>MISA AMIS CRM<\/span><\/a>, m\u1ecdi l\u1ecbch s\u1eed giao d\u1ecbch, ti\u1ebfp c\u1eadn, trao \u0111\u1ed5i v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 ti\u1ec1m n\u0103ng \u0111\u1ec1u \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef t\u1eadp trung gi\u00fap \u0111\u1ed9i ng\u0169 c\u00f3 c\u00e1i nh\u00ecn xuy\u00ean su\u1ed1t v\u1ec1 kh\u00e1ch h\u00e0ng, th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng 360 \u0111\u1ed9 \u0111\u1ec3 ch\u1ee7 \u0111\u1ed9ng trong c\u00e1c giao d\u1ecbch. <\/span><\/p>\n

T\u1ee9c th\u1eddi n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c l\u1ecbch s\u1eed trao \u0111\u1ed5i, giao d\u1ecbch v\u1edbi kh\u00e1ch h\u00e0ng t\u1eeb khi mua h\u00e0ng \u0111\u1ebfn hi\u1ec7n t\u1ea1i, gi\u00fap NVKD hi\u1ec3u kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n v\u00e0 b\u00e1n ch\u00e9o c\u00e1c s\u1ea3n ph\u1ea9m ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u00e2n vi\u00ean m\u1edbi c\u00f3 th\u1ec3 nh\u1eadn b\u00e0n giao d\u1eef li\u1ec7u v\u00e0 n\u1eafm b\u1eaft to\u00e0n b\u1ed9 l\u1ecbch s\u1eed giao d\u1ecbch v\u1edbi kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc \u0111\u00f3 \u0111\u1ec3 ti\u1ebfp t\u1ee5c ch\u0103m s\u00f3c.<\/span><\/p>\n

\"AMIS
AMIS CRM gi\u00fap l\u01b0u tr\u1eef m\u1ecdi th\u00f4ng tin giao d\u1ecbch, t\u01b0\u01a1ng t\u00e1c gi\u00fap ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n<\/figcaption><\/figure>\n

\u0110\u0102NG K\u00dd D\u00d9NG TH\u1eec 15 NG\u00c0Y MI\u1ec4N PH\u00cd:<\/strong><\/span><\/p>\n

\"\"<\/a>\u00a0<\/strong><\/span><\/p>\n

2. Li\u00ean th\u00f4ng, \u0111\u1ed3ng b\u1ed9 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng gi\u1eefa c\u00e1c ph\u00f2ng ban\u00a0<\/strong><\/h3>\n

Kh\u00f4ng ch\u1ec9 qu\u1ea3n l\u00fd t\u1eadp trung d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, <\/span>MISA AMIS CRM<\/span> c\u00f2n li\u00ean th\u00f4ng d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng gi\u1eefa b\u1ed9 ph\u1eadn Marketing \u2013 b\u1ed9 ph\u1eadn B\u00e1n h\u00e0ng \u2013 b\u1ed9 ph\u1eadn Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u2013 K\u1ebf to\u00e1n.<\/span><\/p>\n

D\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c li\u00ean th\u00f4ng s\u1ebd gi\u00fap c\u00e1c b\u1ed9 ph\u1eadn nhanh ch\u00f3ng n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c nhu c\u1ea7u, v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng t\u1eeb \u0111\u00f3 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c nhanh ch\u00f3ng, li\u00ean h\u1ec7 \u0111\u00fang h\u1ea1n gi\u00fap t\u0103ng th\u00eam s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 \u0111\u1ed9 trung th\u00e0nh \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u h\u01a1n.<\/span><\/p>\n

Xem th\u00eam: Gi\u1ea3i ph\u00e1p DMS t\u1ed1t nh\u1ea5t cho doanh nghi\u1ec7p<\/a><\/p>\n

3. H\u1ed7 tr\u1ee3 ph\u00e2n t\u00edch kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng<\/strong><\/h3>\n

Vi\u1ec7c s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m <\/span>MISA AMIS CRM<\/span> s\u1ebd gi\u00fap nh\u00e0 qu\u1ea3n l\u00fd s\u1ebd n\u1eafm b\u1ee9c tranh t\u1ed5ng th\u1ec3 v\u1ec1 ti\u1ec1m n\u0103ng c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 ph\u00e2n t\u00edch v\u00e0 \u0111\u00e1nh gi\u00e1 c\u00e1c th\u01b0\u01a1ng v\u1ee5 v\u1edbi kh\u00e1ch h\u00e0ng. Th\u01b0\u01a1ng v\u1ee5 n\u00e0o c\u1ea7n ph\u1ea3i t\u1eadp trung \u0111\u1ea9y m\u1ea1nh, \u0111ang t\u1eafc \u1edf kh\u00e2u n\u00e0o, kh\u00e1ch h\u00e0ng n\u00e0o c\u1ea7n ch\u0103m s\u00f3c \u201c\u0111\u1eb7c bi\u1ec7t\u201d\u2026 N\u1eafm \u0111\u01b0\u1ee3c nh\u1eefng th\u00f4ng tin n\u00e0y nh\u00e0 qu\u1ea3n l\u00fd s\u1ebd \u0111\u00e1nh gi\u00e1 \u0111\u01b0\u1ee3c t\u00ecnh h\u00ecnh kinh doanh, kh\u1ea3 n\u0103ng \u0111\u1ea1t \u0111\u01b0\u1ee3c k\u1ebf ho\u1ea1ch, m\u1ee5c ti\u00eau \u0111\u1eb7t ra v\u00e0 \u0111\u01b0a ra nh\u1eefng gi\u1ea3i ph\u00e1p k\u1ecbp th\u1eddi \u0111\u1ec3 c\u1ea3i thi\u1ec7n quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u00e0 t\u1eeb \u0111\u00f3 t\u0103ng doanh thu b\u00e1n h\u00e0ng.<\/span><\/p>\n

4. Ki\u1ec3m so\u00e1t ti\u1ebfn \u0111\u1ed9 c\u00f4ng vi\u1ec7c<\/strong><\/h3>\n

C\u00e1c ho\u1ea1t \u0111\u1ed9ng c\u1ee7a nh\u00e2n vi\u00ean, \u0111ang l\u00e0m vi\u1ec7c g\u00ec v\u00e0 ti\u1ebfn \u0111\u1ed9 nh\u01b0 th\u1ebf n\u00e0o \u0111\u1ed1i v\u1edbi m\u1ed7i kh\u00e1ch h\u00e0ng, s\u1ebd \u0111\u01b0\u1ee3c ph\u1ea7n m\u1ec1m <\/span>AMIS CRM<\/span> ghi nh\u1eadn. \u0110i\u1ec1u n\u00e0y \u0111\u1ea3m b\u1ea3o nh\u00e2n vi\u00ean s\u1ebd tri\u1ec3n khai quy tr\u00ecnh b\u00e1n h\u00e0ng v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng theo \u0111\u00fang quy chu\u1ea9n, tr\u00e1nh tr\u01b0\u1eddng h\u1ee3p m\u1ea5t kh\u00e1ch h\u00e0ng do ch\u0103m s\u00f3c kh\u00f4ng t\u1ed1t.<\/span>\u00a0<\/strong><\/span><\/p>\n

Xem th\u00eam: H\u01b0\u1edbng d\u1eabn l\u1ef1a ch\u1ecdn ph\u1ea7n m\u1ec1m CRM ph\u00f9 h\u1ee3p<\/a><\/p>\n

5. T\u00edch h\u1ee3p email, t\u1ed5ng \u0111\u00e0i \u0111i\u1ec7n tho\u1ea1i VoIP, SMS brandname ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n

Th\u00eam v\u00e0o \u0111\u00f3,<\/span> MISA AMIS CRM<\/span> c\u0169ng h\u1ed7 tr\u1ee3 k\u1ebft n\u1ed1i v\u1edbi t\u1ed5ng \u0111\u00e0i \u0111i\u1ec7n tho\u1ea1i Stringee, CMC, STelecom, VCC gi\u00fap nh\u00e2n vi\u00ean ch\u0103m s\u00f3c c\u00f3 th\u1ec3 g\u1ecdi \u0111i\u1ec7n tr\u1ef1c ti\u1ebfp t\u1eeb ph\u1ea7n m\u1ec1m t\u1edbi kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

\"\"Khi k\u1ebft n\u1ed1i v\u1edbi t\u1ed5ng \u0111\u00e0i \u0111\u1ec3 th\u1ef1c hi\u1ec7n g\u1ecdi \u0111i\u1ec7n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, c\u00e1c h\u1ec7 th\u1ed1ng t\u1ed5ng \u0111\u00e0i c\u00f3 h\u1ed7 tr\u1ee3 ghi \u00e2m l\u1ea1i cu\u1ed9c g\u1ecdi ph\u1ee5c v\u1ee5 cho vi\u1ec7c theo d\u00f5i, \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng khi c\u1ea7n thi\u1ebft.<\/span><\/p>\n

\"\"<\/p>\n

Cho ph\u00e9p thi\u1ebft l\u1eadp SMS Brandname \u0111\u1ec3 g\u1eedi SMS \u0111\u1ebfn kh\u00e1ch h\u00e0ng (Ri\u00eang l\u1ebb, h\u00e0ng lo\u1ea1t) tr\u1ef1c ti\u1ebfp t\u1eeb ph\u1ea7n m\u1ec1m.<\/span><\/p>\n

\"\"<\/p>\n

Cho ph\u00e9p thi\u1ebft l\u1eadp c\u00e1c t\u00ednh n\u0103ng \u0111\u1ec3 c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n g\u1eedi Email Marketing ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. Hi\u1ec7n t\u1ea1i, <\/span>AMIS CRM<\/span> \u0111ang \u0111\u00e1p \u1ee9ng h\u1ed7 tr\u1ee3 k\u1ebft n\u1ed1i v\u1edbi ZetaMail, MailChimp, GetResponse.<\/span><\/p>\n

\"\"<\/p>\n

>> Xem video \u0111\u1ec3 t\u00ecm hi\u1ec3u th\u00eam v\u1ec1 t\u00ednh n\u0103ng MISA AMIS CRM t\u1ea1i \u0111\u00e2y:<\/span><\/i><\/p>\n