Trong thoi dai canh tranh khoc liet nhu hien nay, viec so huu mot san pham hay dich vu chat luong cao thoi chua du de thanh cong. Yeu to quyet dinh su song con cua doanh nghiep chinh la cham soc khach hang. Va neu ban dang tim kiem mot giai phap toan dien, hieu qua de nang tam trai nghiem khach hang, thi B8 chinh la cau tra loi ban dang tim kiem. Bai viet nay se di sau vao nhung bi quyet cham soc khach hang chuyen nghiep ma B8 mang lai, giup ban xay dung long trung thanh va phat trien ben vung.



I. B8 la gi? Tai sao lai lua chon B8 cho cham soc khach hang?



B8 (ten goi viet tat, co the thay the bang ten goi san pham/dich vu thuc te neu can) khong chi la mot phan mem hay mot he thong don thuan, ma la mot giai phap tong the. No tich hop nhieu tinh nang manh me, ho tro doanh nghiep quan ly va toi uu hoa quy trinh cham soc khach hang mot cach hieu qua. So voi cac phuong phap truyen thong, b8 mang lai nhieu uu diem vuot troi:



Tang hieu suat cong viec: B8 tu dong hoa nhieu tac vu lap di lap lai, nhu gui email hang loat, tra loi cau hoi thuong gap, theo doi lich su tuong tac khach hang. Dieu nay giup nhan vien tiet kiem thoi gian va tap trung vao cac cong viec mang tinh chat ca nhan hoa cao hon.



Nang cao trai nghiem khach hang: Voi giao dien than thien, de su dung, B8 giup doanh nghiep cung cap dich vu ho tro nhanh chong, chinh xac va chuyen nghiep. Khach hang se cam thay duoc tran trong va dap ung nhu cau kip thoi.



Quan ly thong tin khach hang tap trung: Tat ca thong tin khach hang duoc luu tru va quan ly tap trung trong mot he thong duy nhat, giup nhan vien de dang truy cap va nam bat thong tin can thiet de phuc vu khach hang tot nhat. Viec nay loai bo tinh trang mat thong tin, gay nham lan va lam gian doan trai nghiem khach hang.



Phan tich du lieu hieu qua: B8 cung cap cac bao cao chi tiet ve hieu qua cham soc khach hang, giup doanh nghiep hieu ro hon ve hanh vi, nhu cau cua khach hang, tu do dieu chinh chien luoc kinh doanh cho phu hop.



Tich hop da kenh: B8 ho tro nhieu kenh lien lac khac nhau nhu email, chat truc tuyen, mang xa hoi, dien thoai, giup doanh nghiep tiep can khach hang mot cach toan dien va linh hoat.





II. Ung dung B8 trong cham soc khach hang chuyen nghiep:



Su dung B8 mot cach hieu qua doi hoi su ket hop hai hoa giua cong nghe va con nguoi. Duoi day la mot so ung dung cu the cua B8 trong viec xay dung chien luoc cham soc khach hang chuyen nghiep:



Tu dong hoa email marketing: B8 giup ban len lich va gui cac email marketing mot cach tu dong, dam bao thong diep cua ban den dung nguoi, dung thoi diem. Ban co the tao cac chuoi email tu dong (automated email sequences) de cham soc khach hang tiem nang, chao don khach hang moi, hoac nhac nho khach hang ve cac chuong trinh khuyen mai.



Ho tro khach hang da kenh: B8 tich hop nhieu kenh lien lac, cho phep khach hang lien he voi doanh nghiep thong qua kenh ho cam thay thoai mai nhat. Viec nay giup doanh nghiep phan hoi nhanh chong va hieu qua hon, tranh mat khach hang do cham tre.



Quan ly thong tin khach hang (CRM): B8 cung cap mot he thong CRM manh me, giup ban luu tru va quan ly thong tin khach hang mot cach tap trung. Ban co the theo doi lich su tuong tac, ghi chu, so thich cua tung khach hang de ca nhan hoa trai nghiem va xay dung moi quan he ben chat.



Phan hoi nhanh chong va hieu qua: B8 giup ban quan ly cac yeu cau ho tro khach hang mot cach hieu qua, dam bao khong co yeu cau nao bi bo sot. Viec nay giup ban giai quyet van de cua khach hang nhanh chong, giam thieu su kho chiu va tao dung long tin.



Danh gia va cai thien chat luong dich vu: B8 cung cap cac bao cao phan tich, giup ban danh gia hieu qua cua chien luoc cham soc khach hang. Ban co the theo doi chi so hai long khach hang (CSAT), thoi gian phan hoi, ty le giai quyet van de de kip thoi dieu chinh va cai thien chat luong dich vu.





III. Xay dung chien luoc cham soc khach hang voi B8:



De tan dung toi da tiem nang cua B8 trong cham soc khach hang, ban can xay dung mot chien luoc ro rang, bao gom:



Xac dinh muc tieu: Ban can xac dinh ro muc tieu ma ban muon dat duoc thong qua viec cham soc khach hang, vi du nhu tang doanh thu, cai thien ty le giu chan khach hang, xay dung thuong hieu…



Phan khuc khach hang: Chia se khach hang thanh cac nhom khac nhau dua tren dac diem nhan khau hoc, hanh vi mua hang, de ca nhan hoa trai nghiem va truyen dat thong diep phu hop.



Lua chon kenh lien lac phu hop: Tuy thuoc vao doi tuong khach hang va muc tieu cua ban, hay lua chon cac kenh lien lac phu hop nhu email, chat truc tuyen, mang xa hoi, dien thoai…



Dao tao nhan vien: Dam bao nhan vien duoc dao tao bai ban ve cach su dung B8 va cac ky nang cham soc khach hang chuyen nghiep.



Theo doi va danh gia: Thuong xuyen theo doi va danh gia hieu qua cua chien luoc cham soc khach hang, kip thoi dieu chinh de dat duoc ket qua tot nhat.





IV. Nhung loi ich vuot troi khi su dung B8:



Tang doanh thu va loi nhuan: Viec cham soc khach hang tot giup tang long trung thanh, khuyen khich khach hang mua hang lai va gioi thieu cho nguoi khac.



Cai thien uy tin thuong hieu: Khach hang hai long se giup xay dung hinh anh tich cuc cho thuong hieu cua ban.



Giam chi phi van hanh: Viec tu dong hoa cac tac vu se giup giam thieu chi phi nhan su va thoi gian.



* Tang nang suat lam viec: Nhan vien se tap trung vao cac cong viec co gia tri gia tang cao hon.





V. Ket luan:



Trong cuoc dua khoc liet tren thi truong, viec cham soc khach hang chuyen nghiep la chia khoa thanh cong. B8, voi nhung tinh nang manh me va kha nang tich hop da kenh, la mot giai phap toi uu giup doanh nghiep nang tam trai nghiem khach hang, xay dung long trung thanh va dat duoc su phat trien ben vung. Hay dau tu vao B8 ngay hom nay de trai nghiem su khac biet!





(Luu y: Bai viet nay su dung tu khoa “B8” va cac tu khoa lien quan nhu “cham soc khach hang”, “phan mem cham soc khach hang”, “tu dong hoa”, “CRM”, “da kenh” de toi uu hoa SEO. Ban co the thay the “B8” bang ten san pham/dich vu thuc te cua minh.)

Xem them: dang ky B8