{"id":11368,"date":"2021-08-31T17:20:09","date_gmt":"2021-08-31T10:20:09","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=11368"},"modified":"2021-08-31T17:20:09","modified_gmt":"2021-08-31T10:20:09","slug":"giai-phap-voice-of-customer-4-ly-do-doanh-nghiep-nen-su-dung","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/giai-phap-voice-of-customer-4-ly-do-doanh-nghiep-nen-su-dung\/","title":{"rendered":"Gi\u1ea3i Ph\u00e1p Voice Of Customer &#8211; 4 L\u00fd Do Doanh Nghi\u1ec7p N\u00ean S\u1eed D\u1ee5ng"},"content":{"rendered":"<p><span style=\"font-weight: 400\">Thu\u1eadt ng\u1eef \u201cti\u1ebfng n\u00f3i kh\u00e1ch h\u00e0ng\u201d \u0111ang tr\u1edf n\u00ean ng\u00e0y c\u00e0ng ph\u1ed5 bi\u1ebfn. Theo Google Trends, doanh nghi\u1ec7p quan t\u00e2m \u0111\u1ebfn ti\u1ebfng n\u00f3i kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u0103ng h\u01a1n 100% tr\u00ean to\u00e0n th\u1ebf gi\u1edbi ch\u1ec9 trong n\u0103m v\u1eeba qua. \u0110\u00e2u l\u00e0 l\u00ed do v\u00e0 gi\u1ea3i ph\u00e1p n\u00e0y c\u00f3 th\u1ec3 mang l\u1ea1i gi\u00e1 tr\u1ecb n\u00e0o cho doanh nghi\u1ec7p?<\/span><\/p>\n<p><span style=\"font-weight: 400\">Voice Of Customer &#8211; L\u1eafng nghe kh\u00e1ch h\u00e0ng l\u00e0 qu\u00e1 tr\u00ecnh thu th\u1eadp <a href=\"https:\/\/miraway.vn\/giai-phap\/phan-hoi-khach-hang\/\">ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng<\/a> v\u00e0 \u0111\u1ed3ng b\u1ed9 v\u00e0o m\u1ed9t n\u1ec1n t\u1ea3ng duy nh\u1ea5t. T\u1eeb \u0111\u00f3, ph\u00e2n t\u00edch &amp; cung c\u1ea5p b\u00e1o c\u00e1o chi ti\u1ebft gi\u00fap doanh nghi\u1ec7p \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh ch\u00ednh x\u00e1c v\u00e0 k\u1ecbp th\u1eddi \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5 c\u1ee7a giao d\u1ecbch vi\u00ean.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-11375\" src=\"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/08\/giai-phap-voice-of-customer-1.jpg\" alt=\"\" width=\"650\" height=\"341\" \/><\/p>\n<p><span style=\"font-weight: 400\">B\u00e0i vi\u1ebft cung c\u1ea5p 04 l\u00fd do doanh nghi\u1ec7p n\u00ean tri\u1ec3n khai gi\u1ea3i ph\u00e1p Voice Of Customer &#8211; VOC:<\/span><\/p>\n<h2><b>1. L\u1eafng nghe kh\u00e1ch h\u00e0ng t\u1ea1i m\u1ecdi \u0111i\u1ec3m \u201cch\u1ea1m\u201d trong h\u00e0nh tr\u00ecnh.<\/b><\/h2>\n<p><span style=\"font-weight: 400\">Ng\u01b0\u1eddi d\u00f9ng tr\u1ea3i qua r\u1ea5t nhi\u1ec1u \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u1edbi doanh nghi\u1ec7p trong su\u1ed1t h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. M\u1ed7i \u0111i\u1ec3m ti\u1ebfp x\u00fac \u0111\u1ec1u t\u00e1c \u0111\u1ed9ng m\u1ea1nh m\u1ebd \u0111\u1ebfn nh\u1eadn th\u1ee9c v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u c\u0169ng nh\u01b0 tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd. Ch\u00ednh v\u00ec v\u1eady, vi\u1ec7c l\u1eafng nghe v\u00e0 qu\u1ea3n l\u00ed tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ea1i m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac \u0111\u01b0\u1ee3c xem nh\u01b0 m\u1ed9t trong nh\u1eefng \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u m\u00e0 doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i ch\u00fa tr\u1ecdng.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Miraway Omni-channel Voice Of Customer h\u1ed7 tr\u1ee3 x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m ch\u1ea1m \u201cchu\u1ea9n\u201d trong m\u1ed9t h\u00e0nh tr\u00ecnh kh\u00e1ch. T\u1eeb \u0111\u00f3, thu th\u1eadp c\u00e1c ph\u1ea3n h\u1ed3i, gi\u00fap doanh nghi\u1ec7p c\u00f3 th\u1ec3 n\u1eafm b\u1eaft v\u00e0 th\u1ea5u hi\u1ec3u to\u00e0n b\u1ed9 nh\u1eefng tr\u1ea3i nghi\u1ec7m \u201cth\u1eadt\u201d m\u00e0 kh\u00e1ch h\u00e0ng tr\u1ea3i qua. H\u1ec7 th\u1ed1ng l\u1eafng nghe kh\u00e1ch h\u00e0ng d\u00f9 h\u1ecd \u1edf b\u1ea5t c\u1ee9 \u0111\u00e2u th\u00f4ng qua 02 h\u00ecnh th\u1ee9c tr\u1ef1c ti\u1ebfp (tablet\/ kiosk ph\u1ea3n h\u1ed3i,\u2026) v\u00e0 tr\u1ef1c tuy\u1ebfn (SMS, website, \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng,\u2026)<\/span><\/p>\n<h2><b>2. L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/b><\/h2>\n<p>Ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng li\u00ean quan \u0111\u1ebfn h\u1ea7u h\u1ebft c\u00e1c b\u1ed9 ph\u1eadn trong doanh nghi\u1ec7p.<br \/>\n<b><\/b><\/p>\n<p><span style=\"font-weight: 400\">B\u1ed9 ph\u1eadn Qu\u1ea3n l\u00fd s\u1ea3n ph\u1ea9m<\/span><span style=\"font-weight: 400\">: M\u1ed9t trong nh\u1eefng nhi\u1ec7m v\u1ee5 tr\u1ecdng t\u00e2m l\u00e0 t\u1ed1i \u0111a h\u00f3a gi\u00e1 tr\u1ecb c\u1ee7a s\u1ea3n ph\u1ea9m cung c\u1ea5p t\u1edbi kh\u00e1ch h\u00e0ng. \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y, b\u1ed9 ph\u1eadn QLSP c\u1ea7n n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c c\u00e1ch th\u1ee9c s\u1ea3n ph\u1ea9m \u0111ang \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng, \u0111\u1ed3ng th\u1eddi th\u1ea5u hi\u1ec3u \u0111i\u1ec3m m\u1ea1nh v\u00e0 \u0111i\u1ec3m y\u1ebfu t\u01b0\u01a1ng \u0111\u1ed1i c\u1ee7a c\u00e1c t\u00ednh n\u0103ng kh\u00e1c nhau \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">\u201cTi\u1ebfng n\u00f3i kh\u00e1ch h\u00e0ng\u201d \u0111\u00f3ng vai tr\u00f2 kh\u00f4ng th\u1ec3 thi\u1ebfu trong nhi\u1ec7m v\u1ee5 k\u1ec3 tr\u00ean. B\u1eb1ng c\u00e1ch thu th\u1eadp ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng v\u1edbi nh\u1eefng c\u00e2u h\u1ecfi ph\u00f9 h\u1ee3p, doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh s\u1ea3n ph\u1ea9m v\u00e0 t\u00ednh n\u0103ng n\u00e0o n\u00ean \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n ho\u1eb7c lo\u1ea1i b\u1ecf, b\u1ed5 sung.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">B\u1ed9 ph\u1eadn H\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng<\/span><span style=\"font-weight: 400\">: H\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng l\u00e0 qu\u00e1 tr\u00ecnh di\u1ec5n ra li\u00ean t\u1ee5c v\u00e0 xuy\u00ean su\u1ed1t. Nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 c\u1ea7n th\u1ea5u hi\u1ec3u s\u1ef1 thay \u0111\u1ed5i trong nhu c\u1ea7u, tr\u1ea3i nghi\u1ec7m v\u00e0 k\u00ec v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng theo th\u1eddi gian.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Kh\u00f4ng c\u00f3 c\u00f4ng c\u1ee5 n\u00e0o t\u1ed1t h\u01a1n c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t \u0111\u1ec3 th\u01b0\u1eddng xuy\u00ean thu th\u1eadp ph\u1ea3n h\u1ed3i \u1edf c\u00e1c \u0111i\u1ec3m ch\u1ea1m kh\u00e1c nhau trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. B\u1ea3ng kh\u1ea3o s\u00e1t cung c\u1ea5p cho doanh nghi\u1ec7p s\u1ef1 th\u1ea5u hi\u1ec3u v\u1ec1 t\u1eebng kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 x\u00e1c \u0111\u1ecbnh nh\u1eefng kh\u00eda c\u1ea1nh c\u1ea7n h\u1ed7 tr\u1ee3 \u0111\u1ec3 mang t\u1edbi gi\u00e1 tr\u1ecb cao nh\u1ea5t v\u00e0 tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u00f3a h\u1ecd.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">B\u1ed9 ph\u1eadn Marketing v\u00e0 B\u00e1n h\u00e0ng<\/span><span style=\"font-weight: 400\">: C\u00e1c nh\u00e0 ti\u1ebfp th\u1ecb v\u00e0 b\u00e1n h\u00e0ng c\u1ea7n hi\u1ec3u l\u00ed do t\u1ea1i sao kh\u00e1ch h\u00e0ng l\u1ef1a ch\u1ecdn s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n? S\u1ea3n ph\u1ea9m \u0111\u00f3 gi\u00fap \u00edch cho h\u1ecd nh\u01b0 th\u1ebf n\u00e0o? \u0110i\u1ec3m kh\u00e1c bi\u1ec7t c\u1ee7a s\u1ea3n ph\u1ea9m so v\u1edbi c\u00e1c s\u1ea3n ph\u1ea9m thay th\u1ebf kh\u00e1c tr\u00ean th\u1ecb tr\u01b0\u1eddng?\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">B\u1eb1ng c\u00e1ch th\u0103m d\u00f2 \u00fd ki\u1ebfn kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c b\u00ean li\u00ean quan, BP Marketing\/ Sales s\u1ebd th\u1ea5u hi\u1ec3u v\u00e0 truy\u1ec1n \u0111\u1ea1t c\u00e1c th\u00f4ng \u0111i\u1ec7p, gi\u00e1 tr\u1ecb c\u1ee7a s\u1ea3n ph\u1ea9m theo c\u00e1ch hi\u1ec7u qu\u1ea3 nh\u1ea5t.<\/span><\/li>\n<\/ul>\n<h2><b>3. Cung c\u1ea5p d\u1eef li\u1ec7u gi\u00fap doanh nghi\u1ec7p \u0111\u01b0a ra chi\u1ebfn l\u01b0\u1ee3c kinh doanh.<\/b><\/h2>\n<p><span style=\"font-weight: 400\">Khi m\u1ed9t doanh nghi\u1ec7p \u0111\u01b0a ra chi\u1ebfn l\u01b0\u1ee3c kinh doanh b\u1eb1ng c\u00e1c d\u1ef1 \u0111o\u00e1n m\u01a1 h\u1ed3, kh\u00f4ng d\u1ef1a v\u00e0o th\u1ef1c t\u1ebf th\u00ec s\u1ebd kh\u00f4ng th\u1ec3 t\u1ea1o ra s\u1ee9c c\u1ea1nh tranh l\u1edbn. H\u1ecd c\u1ea7n l\u1eafng nghe v\u00e0 thu th\u1eadp \u00fd ki\u1ebfn c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ecdi l\u00fac, m\u1ecdi n\u01a1i v\u1ec1 s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5, t\u1eeb \u0111\u00f3 ph\u00e2n t\u00edch \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c chi\u1ebfn l\u01b0\u1ee3c ph\u00e1t tri\u1ec3n doanh nghi\u1ec7p hi\u1ec7u qu\u1ea3. Ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 ngu\u1ed3n d\u1eef li\u1ec7u \u0111\u00e1ng tin c\u1eady nh\u1ea5t v\u00ec vi\u1ec7c ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m c\u1ea7n ph\u1ea3i \u0111i\u1ec1u ch\u1ec9nh ch\u1ea5t l\u01b0\u1ee3ng \u0111\u1ec3 ph\u00f9 h\u1ee3p v\u1edbi th\u1ecb tr\u01b0\u1eddng ti\u1ec1m n\u0103ng.<\/span><\/p>\n<h2><b>4. Th\u1ea5u hi\u1ec3u h\u00e0nh vi kh\u00e1ch h\u00e0ng.<\/b><\/h2>\n<p><span style=\"font-weight: 400\">Cung c\u1ea5p cho doanh nghi\u1ec7p s\u1ef1 th\u1ea5u hi\u1ec3u v\u1ec1 nh\u1eefng c\u1ea3m x\u00fac, nhu c\u1ea7u v\u00e0 k\u00ec v\u1ecdng \u0111\u00e3 th\u00fac \u0111\u1ea9y h\u00e0nh vi kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c d\u1eef li\u1ec7u ho\u1ea1t \u0111\u1ed9ng v\u00e0 d\u1eef li\u1ec7u tr\u1ea3i nghi\u1ec7m tr\u00ean m\u1ed9t n\u1ec1n t\u1ea3ng duy nh\u1ea5t.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Miraway Omni Channel VOC v\u1edbi c\u00f4ng c\u1ee5 IQ d\u1ef1 \u0111o\u00e1n th\u00f4ng minh h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p ph\u00e2n t\u00edch v\u00e0 t\u00ecm ra c\u00e1c chi ti\u1ebft \u1ea9n ph\u00eda sau m\u1ed9t c\u00e2u tr\u1ea3 l\u1eddi m\u1edf.<\/span><\/p>\n<p>Xem th\u00eam b\u00e0i vi\u1ebft: <a href=\"https:\/\/miraway.vn\/blog\/nhung-luu-y-can-biet-khi-chon-he-thong-cdp-nen-tang-du-lieu-khach-hang\/\">Nh\u1eefng l\u01b0u \u00fd c\u1ea7n bi\u1ebft khi ch\u1ecdn h\u1ec7 th\u1ed1ng CDP.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Thu\u1eadt ng\u1eef \u201cti\u1ebfng n\u00f3i kh\u00e1ch h\u00e0ng\u201d \u0111ang tr\u1edf n\u00ean ng\u00e0y c\u00e0ng ph\u1ed5 bi\u1ebfn. Theo Google Trends, doanh nghi\u1ec7p quan t\u00e2m \u0111\u1ebfn ti\u1ebfng n\u00f3i kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u0103ng h\u01a1n 100% tr\u00ean to\u00e0n th\u1ebf gi\u1edbi ch\u1ec9 trong n\u0103m v\u1eeba qua. \u0110\u00e2u l\u00e0 l\u00ed do v\u00e0 gi\u1ea3i ph\u00e1p n\u00e0y c\u00f3 th\u1ec3 mang l\u1ea1i gi\u00e1 tr\u1ecb n\u00e0o cho doanh [&#8230;]\n","protected":false},"author":1,"featured_media":11375,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[167],"tags":[205,239,240],"class_list":["post-11368","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-he-thong-khao-sat-va-phan-hoi","tag-khao-sat-va-phan-hoi","tag-voc","tag-voice-of-customer"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/08\/giai-phap-voice-of-customer-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/11368"}],"collection":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/comments?post=11368"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/11368\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/11375"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=11368"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=11368"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=11368"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}