Cham soc khach hang GO8 – Bai toan giu chan nguoi dung giua ky nguyen so hoa

Cham soc khach hang GO8 khong con la mot bo phan truc dien thoai don thuan. Voi he thong van hanh trai dai tu mien Bac den mien Nam, GO8 xu ly trung binh 2.400 yeu cau moi ngay, trong do 68% den tu kenh chat tren ung dung va website, 22% tu cuoc goi, so con lai tu email va mang xa hoi. Nhin vao co cau nay, co the thay ro nguoi dung Viet Nam dang chuyen tu goi dien sang nhan tin, va GO8 da bat kip xu huong do ngay tu giua nam 2023.

Quy trinh tiep nhan va xu ly yeu cau

Moi tin nhan gui den tong dai GO8 duoc dinh tuyen tu dong theo ba muc uu tien. Muc mot danh cho cac van de giao nhan tre, chiem khoang 34% tong luong ticket. Muc hai la cac cau hoi ve chinh sach doi tra, bao hanh, chiem 27%. Muc ba la tu van san pham truoc mua, chiem 21%. So con lai la cac yeu cau khac nhu tra cuu hoa don, hop tac doi tac, hoac gop y dich vu. Ty le xu ly lan dau thanh cong dat 87%, nghia la cu mot tram khach hang lien he thi chi co muoi ba nguoi phai cho den lan tuong tac thu hai.

Dieu lam nen khac biet khong nam o viec GO8 tra loi nhanh. Thoi gian phan hoi trung binh cua ho la 45 giay tren chat va 12 giay tren kenh thoai. Con so nay tot nhung khong phai la tot nhat thi truong. Diem manh thuc su nam o tinh nhat quan. Mot khach hang hoi ve chinh sach bao hanh tren Facebook Messenger se nhan duoc cau tra loi giong het khi goi len tong dai, vi toan bo kich ban duoc van hanh tu mot kho du lieu dung chung. Doi ngu tu van vien khong can doan, khong can hoi lai dong nghiep, va khach hang khong bi roi vao trang thai phai ke lai cau chuyen cu.

Do luong chat luong bang con so

Cham soc khach hang GO8 cong bo chi so CSAT dat 4,72 tren 5 trong sau thang lien tiep. De co duoc con so do, moi cuoc hoi thoai duoc cham diem tu dong dua tren ba tieu chi: muc do giai quyet, cam xuc khach hang qua phan tich ngon tu, va thoi gian xu ly. Nhom chat luong moi tuan rut mau ngau nhien 180 phien tuong tac de danh gia lai bang con nguoi, nham bat nhung sai lech ma may khong thay. Tu do, he thong cap nhat tai lieu huong dan hai lan moi thang, thay vi cho den cuoi quy moi gom lai.

Dao tao doi ngu cham soc khach hang

Nhan vien moi tai GO8 khong hoc ly thuyet suong. Ho danh ba tuan dau tien ngoi canh nhan vien cu, nghe truc tiep cuoc goi that, va chi bat dau tu tra loi khach sau khi vuot qua bai kiem tra mo phong dat toi thieu 80 diem. Moi thang, toan doi co bon buoi hoi thoai mo, noi cac truong hop kho duoc mang ra ca nhom cung phan tich. Vi du dien hinh la mot nguoi dung khieu nai vi don hang giao tre trong ngay mua bao so 3 hoi thang 9 nam ngoai. Thay vi boi thuong theo quy dinh chung la 10% gia tri don, nhan vien duoc phep linh hoat nang len 15% va tang them ma giam gia 50.000 dong cho lan mua ke tiep. Chinh sach uy quyen nay giup 78% khieu nai duoc giai quyet ngay trong lan lien he dau tien.

Xu ly phan hoi tieu cuc

Khong the tranh khoi nhung danh gia mot sao tren cac nen tang. GO8 xu ly theo nguyen tac phan hoi cong khai trong hai gio dong ho. Tren cac dien dan, doi ngu hon 40 cong tac vien quet toan bo bai viet, binh luan co nhac den thuong hieu. Mot bai phan nan ve giao dien ung dung kho thao tac duoc phat hien luc 9 gio sang se duoc chuyen thang ve nhom san pham, va ban cap nhat chinh sua luong thanh toan ra mat sau do dung 11 ngay. Cach lam nay bien phan nan thanh du lieu thiet ke, thay vi chi dung lai o loi xin loi.

Cong nghe ho tro phia sau

He thong tong dai cua GO8 chay tren nen tang dien toan dam may, cho phep nhan vien lam viec tai nha vao cac khung gio cao diem tu 8 gio den 10 gio toi. Chatbot dam nhan 52% tong luot tro chuyen, chu yeu tra loi cac cau hoi ve trang thai don hang va huong dan tra gop. Phan con lai duoc chuyen tiep den con nguoi khi khach hang go cac tu khoa nhay cam nhu khieu nai, hoan tien, hoac yeu cau gap quan ly. Su phoi hop giua may va nguoi giup giam 31% chi phi van hanh so voi cung ky nam truoc, trong khi chat luong dich vu van duoc giu vung.

Cham soc khach hang GO8 chung minh mot dieu rang nguoi dung khong can nhung loi hua lon lao. Ho can duoc tra loi dung luc, dung trong tam, va khong phai lap lai van de cua minh. Khi mot thuong hieu lam duoc dieu do, khach hang khong chi quay lai ma con ke cho nguoi than nghe, va do la kenh quang ba re nhat nhung hieu qua nhat trong thoi dai ma ai cung co the len mang phan nan.