"Vi Sao Cham Soc Khach Hang Lai Quan Trong Trong Xoc Dia?



Nghe co ve la phai khong? xoc dia mot tro choi giai tri truyen thong, co lien quan gi den dich vu khach hang (CSKH) chuyen nghiep? Trong the gioi giai tri truc tuyen ngay nay, noi ma canh tranh dien ra khoc liet, viec cung cap trai nghiem nguoi dung (UX) vuot troi la yeu to song con. Doi voi cac nen tang cung cap dich vu Xoc dia truc tuyen, CSKH khong chi la viec giai quyet khieu nai; do la nghe thuat xay dung long tin va duy tri cong dong nguoi choi trung thanh.



Khac voi cac nganh dich vu thong thuong, nguoi choi Xoc dia thuong tim kiem su minh bach, toc do va cong bang. Khi nhung yeu to nay bi de doa (vi du: su co ky thuat, thac mac ve ket qua, hoac van de giao dich), doi ngu CSKH chinh la cau noi duy nhat giua nguoi choi va su on dinh cua nen tang. Mot trai nghiem ho tro toi co the khien nguoi choi ""quay lung"" ngay lap tuc, bat ke giao dien game co hap dan den dau.



Nhung Tru Cot Cua Dich Vu Khach Hang Xoc Dia Chat Luong



De dung vung trong thi truong nay, dich vu khach hang can duoc xay dung tren ba tru cot chinh: Toc do, Kien thuc chuyen mon va Su dong cam.



1. Toc Do Phan Hoi: Nhanh Nhu Mot Van Cuoc



Trong mot tro choi ma tinh thoi diem la tat ca, nguoi choi khong muon cho doi hang gio de biet lieu tien nap cua ho da vao tai khoan hay chua, hoac tai sao ho khong the tham gia ban choi moi.



Ho tro 24/7: Xoc dia la tro choi dien ra moi luc, moi noi. Dam bao rang luon co nhan vien tuc truc, ke ca nua dem hay ngay le, la dieu bat buoc.

Thoi gian phan hoi duoi 5 phut: Doi voi cac van de khan cap (nhu giao dich that bai, loi dang nhap), phan hoi nhanh chong giup tran an nguoi choi va ngan chan su that vong leo thang thanh khieu nai cong khai.

Da kenh tuc thoi: Cung cap cac kenh ho tro truc tiep nhu Live Chat, Telegram hoac Zalo, noi nguoi choi co the nhan duoc cau tra loi gan nhu ngay lap tuc, thay vi gui email va cho doi.



2. Kien Thuc Chuyen Mon Sau Rong



Nhan vien CSKH Xoc dia khong chi can biet cach tra loi ""Xin chao"" va ""Cam on"". Ho phai la chuyen gia ve nen tang cua minh.



Hieu ro luat choi va he thong: Ho phai nam vung moi quy tac cua Xoc dia (ty le cuoc, cach xu ly ket qua hoa, cac truong hop dem quan vi). Khi nguoi choi hoi ve mot tinh huong hiem gap, cau tra loi phai chinh xac va dua tren quy dinh.

Thao tac ky thuat: Cac van de thuong gap lien quan den ket noi mang, loi ung dung, hay quy trinh xac minh tai khoan can duoc giai quyet nhanh chong boi nhan vien co du tham quyen va kien thuc de truy cap he thong ho tro noi bo.

Minh bach ve giao dich: Day la diem nhay cam nhat. Nhan vien phai giai thich ro rang quy trinh nap/rut tien, thoi gian xu ly trung binh, va ly do (neu co) dan den su cham tre, luon giu thai do khach quan va minh bach.



3. Su Dong Cam va Giu Binh Tinh (Ky Nang Mem Quan Trong)



Nguoi choi Xoc dia, dac biet la khi thua cuoc, co the rat cang thang, nong nay, hoac tham chi la hung hang qua cac kenh chat. Kha nang giu binh tinh va the hien su thau hieu la ky nang vang.



Lang nghe chu dong: Thay vi nhay vao giai quyet van de ngay lap tuc, hay de nguoi choi trinh bay het su buc xuc cua ho. Doi khi, dieu ho can chi la duoc lang nghe.

Su dung ngon ngu tich cuc: Thay vi noi: ""Chung toi khong the lam gi neu ban khong gui bien lai,"" hay noi: ""De chung toi co the ho tro ban nhanh nhat, vui long cung cap bien lai giao dich de xac minh.""

Chuyen huong tich cuc: Sau khi giai quyet van de, hay luon ket thuc bang mot loi chuc may man hoac mot loi moi tham gia cac chuong trinh khuyen mai danh cho khach hang than thiet. Bien trai nghiem tieu cuc thanh co hoi gan ket.



Ca Nhan Hoa Dich Vu: Bien Nguoi Choi Thuong Thanh VIP



Trong Xoc dia, viec phan loai khach hang theo muc do hoat dong la rat quan trong. Dich vu khach hang tuyet voi la dich vu nhan ra va doi xu dac biet voi nhung nguoi choi co gia tri.



Xay Dung He Thong Phan Cap Ho Tro



Khong phai moi nguoi choi deu can su ho tro nhu nhau. Thiet lap cac cap do ho tro tu dong hoac thu cong:



1. Khach hang Moi/Thuong: Ho tro qua cac kenh tieu chuan, tap trung vao giai dap thac mac co ban.

2. Khach hang Than Thiet (Thuong xuyen giao dich lon): Duoc gan mot chuyen vien ho tro rieng (Account Manager) hoac co duong day nong uu tien.

3. Khach hang VIP: Ho tro phan hoi gan nhu tuc thoi, co cac chinh sach dac biet ve giao dich va cac uu dai rieng biet.



Khi nguoi choi cam thay duoc cong nhan vi su trung thanh cua ho, ho se it co xu huong tim kiem cac nen tang doi thu.



Tan Dung Du Lieu De Du Doan Nhu Cau



He thong CSKH hien dai can tich hop voi du lieu nguoi choi. Neu he thong ghi nhan nguoi choi A vua thuc hien mot giao dich rut tien lon nhung chua thay tien ve sau 10 phut (trong khi thoi gian chuan la 5 phut), he thong co the tu dong kich hoat canh bao cho nhan vien ho tro de chu dong lien he voi A truoc khi anh ta kip phan nan. Day la dich vu chu dong, khong phai phan ung.



Giai Quyet Khung Hoang Truyen Thong: Khi Loi Xay Ra



Khong co he thong nao hoan hao 100%. Khi su co lon xay ra (vi du: bao tri ngoai ke hoach, loi he thong lam anh huong den ket qua cuoc), cach xu ly khung hoang cua doi ngu CSKH se quyet dinh su ton vong cua thuong hieu.



Thong bao cong khai, minh bach va kip thoi: Ngay lap tuc dang thong bao tren moi kenh ve su co, giai thich ngan gon nguyen nhan va dua ra thoi gian du kien khac phuc. Khong nen che giau thong tin.

Chinh sach den bu ro rang: Neu su co anh huong den tien cuoc cua nguoi choi, can co chinh sach hoan tra hoac boi thuong ro rang va ap dung cong bang cho tat ca moi nguoi. Doi ngu CSKH phai la nguoi truyen dat chinh sach nay mot cach nhat quan.

Hau mai: Sau khi su co duoc khac phuc, CSKH nen chu dong lien he lai voi nhung nguoi choi bi anh huong nang ne nhat de xin loi ca nhan va dam bao moi thu da tro lai binh thuong.



Ket Luan: Dau Tu Vao Con Nguoi La Dau Tu Vao Uy Tin



Trong linh vuc giai tri ca cuoc nhu Xoc dia, noi su tin tuong la tai san quy gia nhat, dich vu khach hang chinh la bo mat cua uy tin thuong hieu. Mot doi ngu CSKH duoc dao tao bai ban, lam viec nhanh chong va luon dat loi ich cua nguoi choi len hang dau khong chi giup giai quyet van de ma con bien nhung nguoi choi that vong thanh dai su thuong hieu. Hay nho rang, nguoi choi gioi nhat khong phai la nguoi thang cuoc nhieu nhat, ma la nguoi cam thay duoc tran trong nhat khi ho su dung dich vu cua ban."

Xem them: Khuyen mai xoc dia