{"id":3994,"date":"2019-11-28T08:36:03","date_gmt":"2019-11-28T08:36:03","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=3994"},"modified":"2019-11-28T08:36:03","modified_gmt":"2019-11-28T08:36:03","slug":"trai-nghiem-khach-hang-se-giup-nhung-doanh-nghiep-co-vua-phat-trien-tot-nhat","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/trai-nghiem-khach-hang-se-giup-nhung-doanh-nghiep-co-vua-phat-trien-tot-nhat\/","title":{"rendered":"Tr\u1ea3i Nghi\u1ec7m Kh\u00e1ch H\u00e0ng S\u1ebd Gi\u00fap Nh\u1eefng Doanh Nghi\u1ec7p C\u1ee1 V\u1eeba Ph\u00e1t Tri\u1ec3n T\u1ed1t Nh\u1ea5t."},"content":{"rendered":"<p>T\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng m\u1edbi l\u00e0 \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u cho b\u1ea5t k\u1ef3 doanh nghi\u1ec7p \u0111ang ph\u00e1t tri\u1ec3n. Theo kh\u1ea3o s\u00e1t g\u1ea7n \u0111\u00e2y c\u1ee7a <span style=\"font-size: 12pt\">IDC v\u1edbi g\u1ea7n 2.000 doanh nghi\u1ec7p c\u00f3 quy m\u00f4 trung b\u00ecnh tr\u00ean to\u00e0n th\u1ebf gi\u1edbi \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng c\u00e1c doanh nghi\u1ec7p c\u1ee1 v\u1eeba ho\u1ea1t \u0111\u1ed9ng t\u1ed1t nh\u1ea5t v\u01b0\u1ee3t tr\u1ed9i \u0111\u00e1ng k\u1ec3 so v\u1edbi nh\u1eefng c\u00f4ng ty m\u00e0 IDC \u0111\u1ecbnh ngh\u0129a l\u00e0 nh\u1eefng doanh nghi\u1ec7p l\u1ea1c h\u1eadu.<\/span><\/p>\n<ul>\n<li>T\u0103ng tr\u01b0\u1edfng doanh thu g\u1ea5p 8 l\u1ea7n.<\/li>\n<li>C\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng g\u1ea5p 7 l\u1ea7n.<\/li>\n<li>T\u0103ng n\u0103ng su\u1ea5t c\u1ee7a nh\u00e2n vi\u00ean g\u1ea5p 4 l\u1ea7n.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3998\" src=\"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2019\/11\/trai-nghiem-khach-hang-cx-1.jpg\" alt=\"\" width=\"650\" height=\"269\" \/><\/p>\n<p><a href=\"https:\/\/miraway.vn\/\">Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a> (CX) \u0111\u00f3ng m\u1ed9t vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c th\u00fac \u0111\u1ea9y chuy\u1ec3n \u0111\u1ed5i k\u1ef9 thu\u1eadt s\u1ed1 v\u00e0 \u0111\u1ecbnh h\u01b0\u1edbng chi\u1ebfn l\u01b0\u1ee3c. 36.2% chuy\u00ean gia CX cho r\u1eb1ng m\u00ecnh l\u00e0 ng\u01b0\u1eddi thi\u1ebft l\u1eadp \u0111\u1ecbnh h\u01b0\u1edbng chi\u1ebfn l\u01b0\u1ee3c cho c\u00f4ng ty c\u1ee7a h\u1ecd. 49% trong s\u1ed1 c\u00e1c chuy\u00ean gia CX trong c\u00e1c c\u00f4ng ty ho\u1ea1t \u0111\u1ed9ng t\u1ed1t nh\u1ea5t \u0111\u01b0\u1ee3c IDC tr\u00edch d\u1eabn l\u00e0 \u0111ang ti\u1ebfn h\u00e0nh t\u1ed1t trong vi\u1ec7c \u00e1p d\u1ee5ng c\u00f4ng ngh\u1ec7 so v\u1edbi 29% nh\u1eefng ng\u01b0\u1eddi \u0111\u01b0\u1ee3c h\u1ecfi. V\u00e0 h\u1ecd \u0111ang d\u1eabn \u0111\u1ea7u trong vi\u1ec7c t\u1eadn d\u1ee5ng c\u00e1c gi\u1ea3i ph\u00e1p c\u00f4ng ngh\u1ec7 m\u1edbi \u0111\u1ec3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00e1c bi\u1ec7t v\u00e0 c\u00e1 nh\u00e2n h\u00f3a.<\/p>\n<ul>\n<li>67% S\u1eed d\u1ee5ng ph\u00e2n t\u00edch v\u00e0 d\u1eef li\u1ec7u l\u1edbn \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh v\u00e0 gi\u1ea3i quy\u1ebft nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<li>53.9% S\u1eed d\u1ee5ng chatbot v\u00e0 conversational AI \u0111\u1ec3 giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng.<\/li>\n<li>47.6% S\u1eed d\u1ee5ng AI v\u00e0 h\u1ecdc m\u00e1y \u0111\u1ec3 d\u1ef1 \u0111o\u00e1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n.<\/li>\n<\/ul>\n<p>C\u00e1c gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh c\u1ee7a CX trong c\u00e1c doanh nghi\u1ec7p c\u1ee1 v\u1eeba ho\u1ea1t \u0111\u1ed9ng t\u1ed1t nh\u1ea5t \u0111\u00e1nh gi\u00e1 kh\u1ea3 n\u0103ng c\u1ee7a c\u00e1c h\u1ec7 th\u1ed1ng v\u00e0 c\u00f4ng ngh\u1ec7 c\u1ee7a h\u1ecd r\u1ea5t gi\u1ecfi trong c\u00e1c l\u0129nh v\u1ef1c sau:<\/p>\n<ul>\n<li>97.8% Cung c\u1ea5p m\u1ed9t h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng nh\u1ea5t qu\u00e1n, li\u1ec1n m\u1ea1ch, th\u00e2n thi\u1ec7n v\u1edbi ng\u01b0\u1eddi d\u00f9ng.<\/li>\n<li>96.8% T\u1ea1o m\u1ed9t ch\u1ebf \u0111\u1ed9 xem t\u00edch h\u1ee3p d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng qua c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac.<\/li>\n<li>90.8% T\u00edch h\u1ee3p\u00a0 front-end, c\u00e1c quy tr\u00ecnh ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng, h\u1ec7 th\u1ed1ng back-end v\u00e0 h\u1ec7 th\u1ed1ng ERP.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3997 size-full\" src=\"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2019\/11\/trai-nghiem-khach-hang-giup-doanh-nghiep-co-vua-phat-trien-tot-nhat-1.jpg\" alt=\"tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng gi\u00fap doanh nghi\u1ec7p c\u1ee1 v\u1eeba ph\u00e1t tri\u1ec3n t\u1ed1t nh\u1ea5t\" width=\"920\" height=\"429\" \/><\/p>\n<p>D\u1ef1a v\u00e0o nghi\u00ean c\u1ee9u c\u1ee7a m\u00ecnh, IDC \u0111\u00e3 khuy\u1ebfn ngh\u1ecb c\u00e1c chuy\u00ean gia CX trong c\u00e1c doanh nghi\u1ec7p c\u1ee1 v\u1eeba t\u1eadp trung v\u00e0o:<\/p>\n<ul>\n<li>X\u00e2y d\u1ef1ng quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng<\/li>\n<li>Nh\u00fang th\u00f4ng tin v\u00e0o d\u1eef li\u1ec7u c\u1ee7a h\u1ecd<\/li>\n<li>\u0110\u1ea7u t\u01b0 linh ho\u1ea1t v\u00e0 s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 \u0111\u1ec3 m\u1edf r\u1ed9ng v\u00e0 k\u1ebft n\u1ed1i.<\/li>\n<li>\u0110i\u1ec1u ch\u1ec9nh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u01b0u ti\u00ean v\u1edbi c\u00e1c s\u00e1ng ki\u1ebfn \u200b\u200bchuy\u1ec3n \u0111\u1ed5i k\u1ef9 thu\u1eadt s\u1ed1 r\u1ed9ng h\u01a1n<\/li>\n<\/ul>\n<p>Xem th\u00eam b\u00e0i vi\u1ebft: <a href=\"https:\/\/miraway.vn\/blog\/4-sai-lam-can-tranh-khi-su-dung-giai-phap-digital-signage\/\">4 Sai l\u1ea7m c\u1ea7n tr\u00e1nh khi s\u1eed d\u1ee5ng gi\u1ea3i ph\u00e1p Digital Signage.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>T\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng m\u1edbi l\u00e0 \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u cho b\u1ea5t k\u1ef3 doanh nghi\u1ec7p \u0111ang ph\u00e1t tri\u1ec3n. Theo kh\u1ea3o s\u00e1t g\u1ea7n \u0111\u00e2y c\u1ee7a IDC v\u1edbi g\u1ea7n 2.000 doanh nghi\u1ec7p c\u00f3 quy m\u00f4 trung b\u00ecnh tr\u00ean to\u00e0n th\u1ebf gi\u1edbi \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng c\u00e1c doanh nghi\u1ec7p c\u1ee1 v\u1eeba ho\u1ea1t \u0111\u1ed9ng t\u1ed1t nh\u1ea5t v\u01b0\u1ee3t tr\u1ed9i \u0111\u00e1ng [&#8230;]\n","protected":false},"author":1,"featured_media":3998,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[11],"tags":[232],"class_list":["post-3994","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-trai-nghiem-khach-hang","tag-trai-nghiem-khach-hang"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2019\/11\/trai-nghiem-khach-hang-cx-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/3994"}],"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=3994"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/3994\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/3998"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=3994"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=3994"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=3994"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}