{"id":12464,"date":"2022-02-16T11:46:51","date_gmt":"2022-02-16T04:46:51","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=12464"},"modified":"2022-02-16T11:46:51","modified_gmt":"2022-02-16T04:46:51","slug":"nhung-yeu-to-chinh-de-xay-dung-thanh-cong-mot-chien-dich-voc-p2","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/nhung-yeu-to-chinh-de-xay-dung-thanh-cong-mot-chien-dich-voc-p2\/","title":{"rendered":"Nh\u1eefng Y\u1ebfu T\u1ed1 Ch\u00ednh \u0110\u1ec3 X\u00e2y D\u1ef1ng Th\u00e0nh C\u00f4ng M\u1ed9t Chi\u1ebfn D\u1ecbch VOC (P2)"},"content":{"rendered":"<p>Xem th\u00eam b\u00e0i vi\u1ebft: <a href=\"https:\/\/miraway.vn\/blog\/nhung-yeu-to-chinh-de-xay-dung-thanh-cong-mot-chien-dich-voc-p1\/\">Nh\u1eefng y\u1ebfu t\u1ed1 ch\u00ednh \u0111\u1ec3 x\u00e2y d\u1ef1ng th\u00e0nh c\u00f4ng m\u1ed9t chi\u1ebfn d\u1ecbch VOC (P1)<\/a><\/p>\n<h2><strong>H\u00e0nh \u0111\u1ed9ng: Quy\u1ebft \u0111\u1ecbnh v\u00e0 chinh ph\u1ee5c<\/strong><strong> kh\u00e1ch h\u00e0ng.<\/strong><\/h2>\n<p><strong>\u00a0<\/strong>B\u01b0\u1edbc m\u1ea5u ch\u1ed1t \u0111\u1ec3 ho\u00e0n th\u00e0nh m\u1ed9t chi\u1ebfn d\u1ecbch VoC hi\u1ec7u qu\u1ea3 l\u00e0 h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean <a href=\"https:\/\/miraway.vn\/giai-phap\/phan-hoi-khach-hang\/\">ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a>. Nh\u1eefng d\u1eef li\u1ec7u c\u00f3 gi\u00e1 tr\u1ecb t\u1eeb kh\u00e1ch h\u00e0ng c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u01b0a v\u00e0o qu\u00e1 tr\u00ecnh x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c kinh doanh c\u1ee7a doanh nghi\u1ec7p, cho d\u00f9 \u0111\u00f3 l\u00e0 v\u1ea5n \u0111\u1ec1 v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, s\u1ea3n ph\u1ea9m, gi\u00e1 c\u1ea3, th\u01b0\u01a1ng hi\u1ec7u hay truy\u1ec1n th\u00f4ng.<\/p>\n<p>M\u1eb7c d\u00f9 h\u1ea7u h\u1ebft c\u00e1c doanh nghi\u1ec7p th\u1ea5u hi\u1ec3u t\u1ea7m quan tr\u1ecdng c\u1ee7a ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng, nh\u01b0ng ch\u1ec9 29% c\u00e1c c\u00f4ng ty \u1ee9ng d\u1ee5ng c\u00e1c d\u1eef li\u1ec7u thu th\u1eadp \u0111\u01b0\u1ee3c t\u1eeb gi\u1ea3i ph\u00e1p VOC v\u00e0o qu\u00e1 tr\u00ecnh \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh kinh doanh (Gartner, 2020). Theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Birdeye (2021), h\u1ea7u h\u1ebft c\u00e1c c\u00f4ng ty tin r\u1eb1ng gi\u1ea3i ph\u00e1p VoC t\u1ea1o n\u00ean hi\u1ec7u qu\u1ea3 trong vi\u1ec7c th\u00fac \u0111\u1ea9y h\u00e0nh \u0111\u1ed9ng.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-12484\" src=\"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2022\/02\/voice-of-customer-voc-1.jpg\" alt=\"\" width=\"650\" height=\"340\" \/><\/p>\n<p>Sau \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 v\u00ed d\u1ee5 v\u1ec1 m\u1ed9t s\u1ed1 l\u0129nh v\u1ef1c kinh doanh ch\u00ednh m\u00e0 gi\u1ea3i ph\u00e1p VoC c\u00f3 th\u1ec3 t\u00e1c \u0111\u1ed9ng:<\/p>\n<ul>\n<li>\n<h3><strong>Ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m.<\/strong><\/h3>\n<\/li>\n<\/ul>\n<p>Gi\u1ea3i ph\u00e1p VOC th\u1ec3 hi\u1ec7n vai tr\u00f2 m\u1ea1nh m\u1ebd \u1edf b\u1ea5t k\u1ef3 giai \u0111o\u1ea1n n\u00e0o trong v\u00f2ng \u0111\u1eddi ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m. Khi nh\u00f3m ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m s\u1eed d\u1ee5ng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc khi b\u1eaft \u0111\u1ea7u x\u00e2y d\u1ef1ng m\u1ed9t s\u1ea3n ph\u1ea9m m\u1edbi, VOC s\u1ebd cung c\u1ea5p cho h\u1ecd nh\u1eefng \u0111\u1ecbnh h\u01b0\u1edbng \u0111\u1ec3 x\u00e2y d\u1ef1ng s\u1ea3n ph\u1ea9m hi\u1ec7u qu\u1ea3 theo \u0111\u00fang \u201cNhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng\u201d. \u1ede b\u1ea5t k\u1ef3 giai \u0111o\u1ea1n n\u00e0o trong \u201cv\u00f2ng \u0111\u1eddi s\u1ea3n ph\u1ea9m\u201d, d\u1eef li\u1ec7u t\u1eeb kh\u00e1ch h\u00e0ng \u0111\u1ec1u \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p c\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 theo mong mu\u1ed1n v\u00e0 k\u00ec v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<ul>\n<li>\n<h3><strong>Ph\u00f2ng h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng.<\/strong><\/h3>\n<\/li>\n<\/ul>\n<p>Gi\u1ea3i ph\u00e1p VoC \u0111\u01b0\u1ee3c xem nh\u01b0 tr\u1ee3 th\u1ee7 \u0111\u1eafc l\u1ef1c v\u1edbi b\u1ed9 ph\u1eadn h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng. B\u1ea5t k\u1ef3 sai s\u00f3t n\u00e0o trong qu\u00e1 tr\u00ecnh h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng th\u01b0\u1eddng \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh \u0111\u1ea7u ti\u00ean th\u00f4ng qua c\u00e1c kh\u1ea3o s\u00e1t v\u00e0 ph\u1ea3n h\u1ed3i.<\/p>\n<p>Chinh ph\u1ee5c kh\u00e1ch h\u00e0ng \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c cung c\u1ea5p cho kh\u00e1ch h\u00e0ng d\u1ecbch v\u1ee5 m\u00e0 h\u1ecd mong \u0111\u1ee3i khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p. D\u1eef li\u1ec7u thu th\u1eadp \u0111\u01b0\u1ee3c th\u00f4ng qua gi\u1ea3i ph\u00e1p VoC c\u00f3 th\u1ec3 cho bi\u1ebft li\u1ec7u d\u1ecbch v\u1ee5 doanh nghi\u1ec7p cung c\u1ea5p \u0111\u00e3 \u0111\u00e1p \u1ee9ng mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng hay ch\u01b0a. Ch\u00ednh v\u00ec v\u1eady, VOC \u0111\u01b0\u1ee3c xem nh\u01b0 m\u1ed9t m\u1ea3nh gh\u00e9p quan tr\u1ecdng trong chi\u1ebfn l\u01b0\u1ee3c chinh ph\u1ee5c kh\u00e1ch h\u00e0ng. Vi\u1ec7c k\u1ecbp th\u1eddi h\u1ed7 tr\u1ee3 gi\u1ea3i quy\u1ebft c\u00e1c khi\u1ebfu n\u1ea1i trong ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 t\u00e1c \u0111\u1ed9ng r\u1ea5t l\u1edbn, t\u1eeb \u0111\u00f3 h\u1ed7 tr\u1ee3 c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p>Theo Business2Community (2021), c\u00e1c c\u00f4ng ty tri\u1ec3n khai gi\u1ea3i ph\u00e1p VoC th\u00e0nh c\u00f4ng c\u00f3 t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng cao h\u01a1n 55% v\u00e0 gi\u1ea3m 23% chi ph\u00ed d\u1ecbch v\u1ee5 t\u1eeb kh\u00e1ch h\u00e0ng qua t\u1eebng n\u0103m.<\/p>\n<ul>\n<li>\n<h3><strong>T\u1ed1i \u01b0u h\u00f3a vi\u1ec7c ch\u00e0o b\u00e1n h\u00e0ng.<\/strong><\/h3>\n<\/li>\n<\/ul>\n<p>N\u1ebfu t\u00ednh ch\u1ea5t c\u00f4ng vi\u1ec7c \u0111\u00f2i h\u1ecfi b\u1ea1n ph\u1ea3i n\u00f3i chuy\u1ec7n \u0111i\u1ec7n tho\u1ea1i v\u1edbi kh\u00e1ch h\u00e0ng, gi\u1ea3i ph\u00e1p VoC l\u00e0 c\u01a1 h\u1ed9i \u0111\u1ec3 t\u1ea1o ra c\u00e1c th\u00e0nh c\u00f4ng cho vi\u1ec7c ch\u00e0o b\u00e1n h\u00e0ng. V\u1ec1 c\u01a1 b\u1ea3n, m\u1ee5c ti\u00eau c\u1ee7a cu\u1ed9c h\u1ed9i tho\u1ea1i l\u00e0 l\u00e0m n\u1ed5i b\u1eadt gi\u00e1 tr\u1ecb m\u00e0 doanh nghi\u1ec7p \u0111ang cung c\u1ea5p. VOC c\u0169ng c\u1ea5p cho doanh nghi\u1ec7p nh\u1eefng d\u1eef li\u1ec7u v\u1ec1 k\u1ef3 v\u1ecdng v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng. V\u00ed d\u1ee5, n\u1ebfu b\u1ea1n nh\u1eadn th\u1ea5y r\u1eb1ng kh\u00e1ch h\u00e0ng th\u00edch s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n v\u00ec \u201cti\u1ebft ki\u1ec7m th\u1eddi gian\u201d, h\u00e3y nh\u1ea5n m\u1ea1nh \u0111i\u1ec1u n\u00e0y trong cu\u1ed9c h\u1ed9i tho\u1ea1i v\u1edbi h\u1ecd.<\/p>\n<p>\u0110\u1ec3 th\u00e0nh c\u00f4ng trong n\u1ec1n kinh t\u1ebf tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ng\u00e0y nay, c\u00e1c doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i c\u00f3 m\u1ed9t gi\u1ea3i ph\u00e1p VoC to\u00e0n di\u1ec7n \u0111\u1ec3 thu th\u1eadp, ph\u00e2n t\u00edch chi ti\u1ebft v\u00e0 cung c\u1ea5p cho doanh nghi\u1ec7p s\u1ef1 th\u1ea5u hi\u1ec3u v\u1ec1 nhu c\u1ea7u, k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh ch\u00ednh x\u00e1c v\u00e0 k\u1ecbp th\u1eddi nh\u1eb1m 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. Th\u00f4ng th\u01b0\u1eddng, n\u1ebfu \u1ee9ng d\u1ee5ng c\u00e1c ph\u01b0\u01a1ng ph\u00e1p truy\u1ec1n th\u1ed1ng, doanh nghi\u1ec7p s\u1ebd kh\u00f4ng t\u1eadn d\u1ee5ng \u0111\u01b0\u1ee3c h\u1ebft c\u01a1 h\u1ed9i m\u00e0 d\u1eef li\u1ec7u mang l\u1ea1i \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng hi\u1ec7u su\u1ea5t kinh doanh.<\/p>\n<p>T\u00ecm hi\u1ec3u v\u1ec1 gi\u1ea3i ph\u00e1p VoC \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n b\u1edfi <a href=\"https:\/\/miraway.vn\/\">Miraway<\/a> \u2013 Nh\u00e0 cung c\u1ea5p gi\u1ea3i ph\u00e1p <a href=\"https:\/\/miraway.vn\/\">Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111a k\u00eanh<\/a> h\u00e0ng \u0111\u1ea7u Vi\u1ec7t Nam<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Xem th\u00eam b\u00e0i vi\u1ebft: Nh\u1eefng y\u1ebfu t\u1ed1 ch\u00ednh \u0111\u1ec3 x\u00e2y d\u1ef1ng th\u00e0nh c\u00f4ng m\u1ed9t chi\u1ebfn d\u1ecbch VOC (P1) H\u00e0nh \u0111\u1ed9ng: Quy\u1ebft \u0111\u1ecbnh v\u00e0 chinh ph\u1ee5c kh\u00e1ch h\u00e0ng. \u00a0B\u01b0\u1edbc m\u1ea5u ch\u1ed1t \u0111\u1ec3 ho\u00e0n th\u00e0nh m\u1ed9t chi\u1ebfn d\u1ecbch VoC hi\u1ec7u qu\u1ea3 l\u00e0 h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u1eefng d\u1eef li\u1ec7u c\u00f3 gi\u00e1 tr\u1ecb [&#8230;]\n","protected":false},"author":1,"featured_media":12484,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[167],"tags":[205,239],"class_list":["post-12464","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"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2022\/02\/voice-of-customer-voc-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/12464"}],"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=12464"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/12464\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/12484"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=12464"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=12464"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=12464"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}