{"id":13768,"date":"2022-06-15T10:24:44","date_gmt":"2022-06-15T10:24:44","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=13768"},"modified":"2022-06-15T10:24:44","modified_gmt":"2022-06-15T10:24:44","slug":"phuong-phap-phan-tich-tieng-noi-khach-hang-voice-of-customer","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/phuong-phap-phan-tich-tieng-noi-khach-hang-voice-of-customer\/","title":{"rendered":"Ph\u01b0\u01a1ng Ph\u00e1p Ph\u00e2n T\u00edch Ti\u1ebfng N\u00f3i Kh\u00e1ch H\u00e0ng (Voice Of Customer)"},"content":{"rendered":"<p><span style=\"font-weight: 400\">C\u00e1c th\u01b0\u01a1ng hi\u1ec7u \u0111\u00e3 quen v\u1edbi vi\u1ec7c thu th\u1eadp \u00fd ki\u1ebfn <a href=\"https:\/\/miraway.vn\/giai-phap\/phan-hoi-khach-hang\/\">ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng<\/a> th\u00f4ng qua \u0111a d\u1ea1ng k\u00eanh online v\u00e0 offline nh\u01b0 kh\u1ea3o s\u00e1t, ph\u1ecfng v\u1ea5n, m\u1ea1ng x\u00e3 h\u1ed9i, v.v. Tuy nhi\u00ean, kh\u00f3 kh\u0103n th\u1eadt s\u1ef1 b\u1eaft \u0111\u1ea7u khi th\u1ef1c hi\u1ec7n vi\u1ec7c ph\u00e2n t\u00edch. Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng, hay c\u00f2n g\u1ecdi l\u00e0 ph\u00e2n t\u00edch ti\u1ebfng n\u00f3i kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t k\u1ef9 thu\u1eadt nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng gi\u00fap c\u00e1c th\u01b0\u01a1ng hi\u1ec7u th\u1ea5u hi\u1ec3u s\u00e2u s\u1eafc v\u1ec1 k\u1ef3 v\u1ecdng, nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">V\u1eady l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 ph\u00e2n t\u00edch ti\u1ebfng n\u00f3i kh\u00e1ch h\u00e0ng \u0111\u1ec3 mang l\u1ea1i hi\u1ec7u qu\u1ea3 t\u1ed1t nh\u1ea5t? H\u00e3y c\u00f9ng t\u00ecm hi\u1ec3u b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y.<\/span><\/p>\n<h2><strong>1. X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau t\u1ea1i sao c\u1ea7n kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng.<\/strong><\/h2>\n<p><span style=\"font-weight: 400\">X\u00e1c \u0111\u1ecbnh r\u00f5 m\u1ee5c ti\u00eau t\u1ea1i sao doanh nghi\u1ec7p c\u1ea7n ph\u00e2n t\u00edch d\u1eef li\u1ec7u ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng. V\u00ed d\u1ee5:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">T\u00ecm hi\u1ec3u nh\u1eefng \u0111i\u1ec1u c\u1ea7n c\u1ea3i thi\u1ec7n c\u1ee7a s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">N\u1eafm b\u1eaft c\u00e1c xu h\u01b0\u1edbng m\u1edbi tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">T\u00ecm hi\u1ec3u mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">Ngo\u00e0i ra, doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i ch\u1eafc ch\u1eafn v\u1ec1 c\u00e1ch thu th\u1eadp d\u1eef li\u1ec7u, lo\u1ea1i c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch v\u00e0 lo\u1ea1i ph\u00e2n t\u00edch s\u1ebd s\u1eed d\u1ee5ng.<\/span><\/p>\n<h2><strong>2. Thu th\u1eadp d\u1eef li\u1ec7u.<\/strong><\/h2>\n<p><span style=\"font-weight: 400\">B\u01b0\u1edbc ti\u1ebfp theo l\u00e0 thu th\u1eadp d\u1eef li\u1ec7u. L\u1ef1a ch\u1ecdn t\u1ec7p kh\u00e1ch h\u00e0ng m\u1eabu ho\u1eb7c kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau \u0111\u1ec3 ti\u1ebfn h\u00e0nh vi\u1ec7c kh\u1ea3o s\u00e1t.<\/span><\/p>\n<p><span style=\"font-weight: 400\">S\u1eed d\u1ee5ng c\u00e1c ph\u01b0\u01a1ng ph\u00e1p nh\u01b0 kh\u1ea3o s\u00e1t tr\u1ef1c ti\u1ebfp, ph\u1ecfng v\u1ea5n, m\u1ea1ng x\u00e3 h\u1ed9i, v.v. \u0111\u1ec3 thu th\u1eadp d\u1eef li\u1ec7u. \u0110\u1ea3m b\u1ea3o b\u1ea3ng c\u00e2u h\u1ecfi l\u00e0 xuy\u00ean su\u1ed1t v\u00e0 ho\u00e0n to\u00e0n t\u1eadp trung v\u00e0o m\u1ee5c ti\u00eau ho\u1eb7c ch\u1ee7 \u0111\u1ec1 kh\u1ea3o s\u00e1t.\u00a0<\/span><\/p>\n<h2><strong>3. Ph\u00e2n t\u00edch tr\u1ea1ng th\u00e1i ph\u1ea3n h\u1ed3i<\/strong><\/h2>\n<p><span style=\"font-weight: 400\">C\u00f4ng vi\u1ec7c n\u00e0y h\u1ea7u h\u1ebft \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n b\u1edfi tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o AI. V\u1ec1 c\u01a1 b\u1ea3n, AI t\u1ef1 \u0111\u1ed9ng ph\u00e2n t\u00edch ng\u1eef ngh\u0129a c\u00e2u tr\u1ea3 l\u1eddi v\u00e0 ph\u00e2n lo\u1ea1i m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c th\u00e0nh c\u00e1c d\u1ea1ng ph\u1ea3n h\u1ed3i t\u00edch c\u1ef1c, ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c ho\u1eb7c ph\u1ea3n h\u1ed3i trung l\u1eadp. T\u1eeb \u0111\u00f3, cung c\u1ea5p c\u01a1 s\u1ee1 d\u1eef li\u1ec7u gi\u00fap doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Nh\u1eefng \u0111i\u1ec1u kh\u00e1ch h\u00e0ng th\u00edch \u0111\u1ec3 ti\u1ebfp t\u1ee5c n\u00e2ng cao.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Nh\u1eefng \u0111i\u1ec1u kh\u00e1ch h\u00e0ng kh\u00f4ng th\u00edch \u0111\u1ec3 c\u1ea3i thi\u1ec7n.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-13769 size-full\" src=\"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2022\/06\/phuong-phap-phan-tich-tieng-noi-khach-hang-voc.webp\" alt=\"\" width=\"800\" height=\"415\" \/><\/p>\n<p><span style=\"font-weight: 400\">Vi\u1ec7c g\u00e1n nh\u00e3n ph\u1ea3n h\u1ed3i l\u00e0 t\u00edch c\u1ef1c, ti\u00eau c\u1ef1c v\u00e0 trung t\u00ednh nghe c\u00f3 v\u1ebb d\u1ec5 d\u00e0ng nh\u01b0ng s\u1ebd m\u1ea5t r\u1ea5t nhi\u1ec1u th\u1eddi gian v\u00e0 ngu\u1ed3n l\u1ef1c khi th\u1ef1c hi\u1ec7n th\u1ee7 c\u00f4ng. C\u00f4ng ngh\u1ec7 AI trong gi\u1ea3i ph\u00e1p Omni-channel VOC do <a href=\"https:\/\/miraway.vn\/\">Miraway<\/a> nghi\u00ean c\u1ee9u v\u00e0 ph\u00e1t tri\u1ec3n ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c nh\u1eefng l\u1eddi ch\u00e2m bi\u1ebfm, ch\u1ec9 tr\u00edch gi\u00e1n ti\u1ebfp v\u00e0 nh\u1eefng b\u00ecnh lu\u1eadn xo\u1eafn. T\u1eeb \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1eadp trung th\u1eddi gian v\u00e0 nh\u00e2n l\u1ef1c v\u00e0o nh\u1eefng c\u00f4ng vi\u1ec7c quan tr\u1ecdng h\u01a1n.<\/span><\/p>\n<h2><strong>4. X\u1eed l\u00fd ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean<\/strong><\/h2>\n<p><span style=\"font-weight: 400\">H\u1ec7 th\u1ed1ng \u0111\u1ecdc t\u1ea5t c\u1ea3 d\u1eef li\u1ec7u ph\u1ea3n h\u1ed3i v\u00e0 ph\u00e2n t\u00edch th\u00f4ng tin, t\u1eeb \u0111\u00f3 t\u1ef1 \u0111\u1ed9ng r\u00fat ra c\u00e1c xu h\u01b0\u1edbng, s\u1edf th\u00edch, ch\u1ee7 \u0111\u1ec1 v\u00e0 c\u00e1c v\u1ea5n \u0111\u1ec1 hi\u1ec7n h\u1eefu. S\u01a1 \u0111\u1ed3 d\u01b0\u1edbi \u0111\u00e2y minh h\u1ecda cho vi\u1ec7c ph\u00e2n t\u00edch v\u00e0 ph\u00e2n lo\u1ea1i c\u00e1c v\u1ea5n \u0111\u1ec1 \u1ea5n gi\u1ea5u sau ng\u1eef ngh\u0129a c\u00e2u tr\u1ea3 l\u1eddi c\u1ee7a m\u1ed9t chi\u1ebfn d\u1ecbch kh\u1ea3o s\u00e1t:<\/span><\/p>\n<p><span style=\"font-weight: 400\">Ph\u01b0\u01a1ng ph\u00e1p n\u00e0y cung c\u1ea5p cho doanh nghi\u1ec7p m\u1ed9t nh\u00e3n d\u00e1n \u0111\u1ec3 \u0111\u1ea1i di\u1ec7n cho m\u1ed9t t\u1eadp d\u1eef li\u1ec7u l\u1edbn c\u00e1c v\u1ea5n \u0111\u1ec1 li\u00ean quan. Ph\u00e2n \u0111o\u1ea1n t\u1ef1 \u0111\u1ed9ng l\u00e0 c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 c\u1eaft gi\u1ea3m qu\u00e1 tr\u00ecnh ph\u00e2n t\u00edch t\u1ed1n nhi\u1ec1u th\u1eddi gian v\u00e0 ngu\u1ed3n l\u1ef1c.<\/span><\/p>\n<h2><strong>5. T\u01b0\u01a1ng quan d\u1eef li\u1ec7u<\/strong><\/h2>\n<p><span style=\"font-weight: 400\">D\u1eef li\u1ec7u th\u00f4 kh\u00f4ng c\u00f3 \u00fd ngh\u0129a. Doanh nghi\u1ec7p s\u1ebd c\u00f3 r\u1ea5t nhi\u1ec1u d\u1eef li\u1ec7u ng\u1eabu nhi\u00ean \u0111\u01b0\u1ee3c thu th\u1eadp t\u1eeb t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh giao ti\u1ebfp. Xem x\u00e9t c\u00e1c d\u1eef li\u1ec7u t\u1ea1i ng\u1eef c\u1ea3nh c\u1ee5 th\u1ec3 \u0111\u1ec3 c\u00f3 c\u00e1i nh\u00ecn ch\u00ednh x\u00e1c nh\u1ea5t v\u1ec1 ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<h2><strong>6. R\u00fat ra k\u1ebft lu\u1eadn<\/strong><\/h2>\n<p><span style=\"font-weight: 400\">Sau khi g\u1eafn nh\u00e3n v\u00e0 t\u00e1ch bi\u1ec7t d\u1eef li\u1ec7u, \u0111\u00e3 \u0111\u1ebfn l\u00fac t\u1ea1o ra th\u00f4ng tin th\u1ef1c s\u1ef1 gi\u00fap doanh nghi\u1ec7p \u0111i \u0111\u1ebfn k\u1ebft lu\u1eadn v\u00e0 th\u00f4ng tin chi ti\u1ebft nh\u1ea5t \u0111\u1ecbnh \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Trong giai \u0111o\u1ea1n n\u00e0y, doanh nghi\u1ec7p s\u1ebd hi\u1ec3u r\u00f5 v\u1ec1 m\u1ee9c \u0111\u1ed9 li\u00ean quan c\u1ee7a d\u1eef li\u1ec7u, th\u00f4ng tin v\u00e0 k\u1ebft lu\u1eadn \u0111\u1ed1i v\u1edbi ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau.<\/span><\/p>\n<h2><strong>7. Th\u1ef1c hi\u1ec7n c\u1ea3i ti\u1ebfn<\/strong><\/h2>\n<p><span style=\"font-weight: 400\">R\u00f5 r\u00e0ng, ch\u1ec9 \u0111i \u0111\u1ebfn k\u1ebft lu\u1eadn l\u00e0 kh\u00f4ng \u0111\u1ee7. C\u00e1ch doanh nghi\u1ec7p h\u00e0nh \u0111\u1ed9ng khi ph\u00e2n t\u00edch v\u00e0 th\u1ef1c hi\u1ec7n c\u00e1c c\u1ea3i ti\u1ebfn trong th\u01b0\u01a1ng hi\u1ec7u s\u1ebd \u1ea3nh h\u01b0\u1edfng r\u1ea5t nhi\u1ec1u \u0111\u1ebfn nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 doanh nghi\u1ec7p. Kh\u00e1ch h\u00e0ng bi\u1ebft h\u1ecd \u0111\u00e3 \u0111\u01b0a ra ph\u1ea3n h\u1ed3i, v\u00e0 b\u00e2y gi\u1edd h\u1ecd s\u1ebd ch\u1edd \u0111\u1ee3i nh\u1eefng thay \u0111\u1ed5i t\u01b0\u01a1ng \u1ee9ng c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u.<\/span><\/p>\n<p><span style=\"font-weight: 400\">L\u00e0 m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u, b\u1ea1n c\u00f3 tr\u00e1ch nhi\u1ec7m ch\u1ee9ng minh cho kh\u00e1ch h\u00e0ng th\u1ea5y r\u1eb1ng b\u1ea1n coi tr\u1ecdng \u00fd ki\u1ebfn \u200b\u200bc\u1ee7a h\u1ecd v\u00e0 s\u1eb5n s\u00e0ng c\u1ea3i thi\u1ec7n. \u0110\u00e2y l\u00e0 h\u00e0nh \u0111\u1ed9ng \u0111\u00f3ng g\u00f3p nhi\u1ec1u nh\u1ea5t v\u00e0o vi\u1ec7c ph\u00e2n t\u00edch ti\u1ebfng n\u00f3i kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p>Xem th\u00eam b\u00e0i vi\u1ebft: <a href=\"https:\/\/miraway.vn\/blog\/miraway-nhan-cu-dup-giai-thuong-trong-thang-5-2022\/\">Miraway nh\u1eadn c\u00fa \u0111\u00fap gi\u1ea3i th\u01b0\u1edfng trong th\u00e1ng 05\/2022<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>C\u00e1c th\u01b0\u01a1ng hi\u1ec7u \u0111\u00e3 quen v\u1edbi vi\u1ec7c thu th\u1eadp \u00fd ki\u1ebfn ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng th\u00f4ng qua \u0111a d\u1ea1ng k\u00eanh online v\u00e0 offline nh\u01b0 kh\u1ea3o s\u00e1t, ph\u1ecfng v\u1ea5n, m\u1ea1ng x\u00e3 h\u1ed9i, v.v. Tuy nhi\u00ean, kh\u00f3 kh\u0103n th\u1eadt s\u1ef1 b\u1eaft \u0111\u1ea7u khi th\u1ef1c hi\u1ec7n vi\u1ec7c ph\u00e2n t\u00edch. Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng, hay c\u00f2n g\u1ecdi [&#8230;]\n","protected":false},"author":1,"featured_media":13769,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[167],"tags":[],"class_list":["post-13768","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-he-thong-khao-sat-va-phan-hoi"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2022\/06\/phuong-phap-phan-tich-tieng-noi-khach-hang-voc-1.webp","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/13768"}],"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=13768"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/13768\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/13769"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=13768"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=13768"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=13768"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}