Cham soc khach hang B52Club: Diem tua vung chac cho moi trai nghiem cua nguoi choi

Trong nganh giai tri truc tuyen, khoang cach giua mot nen tang giu chan duoc nguoi dung va mot nen tang bi bo roi hiem khi nam o so luong tro choi. No nam o cach ho phan hoi khi khach hang gap su co. Mot giao dich cham vai phut, mot tai khoan bi tam khoa nham, hay don gian la cau hoi ve cach nhan thuong khong duoc tra loi — tat ca deu du suc pha vo niem tin duoc vun dap suot nhieu thang. Cham soc khach hang B52Club ra doi tu chinh goc nhin do, va duoc xay dung nhu mot bo phan van hanh doc lap chu khong phai phan phu tro gan them cho co.

Cham soc khach hang B52Club la gi va triet ly dang sau

Co the hieu don gian day la toan bo he thong tiep nhan, xu ly va theo doi phan hoi cua nguoi dung tai B52Club, trai dai tu khau dang ky tai khoan, xac minh danh tinh, nap rut tien, cho toi giai dap luat choi va xu ly khieu nai. Diem khac biet nam o cho B52Club khong tach bo phan ho tro ra khoi van hanh ky thuat. Nhan vien cham soc khach hang ngoi cung luong du lieu voi doi ky thuat, nghia la khi mot nguoi choi bao loi nap tien, ho co the tra cuu trang thai giao dich ngay trong phien chat thay vi chuyen ticket qua lai mat nua ngay.

Triet ly xuyen suot kha ro rang: do luong bang thoi gian, khong do bang loi hua. B52Club dat muc tieu phan hoi tin nhan dau tien trong vong 30 giay voi kenh chat truc tuyen, va giai quyet dut diem 95% yeu cau thong thuong trong vong 10 phut. Nhung con so nay duoc theo doi theo tuan va cong bo noi bo cho toan bo nhan vien ho tro, bien chat luong dich vu thanh mot chi so KPI cu the thay vi khau hieu.

Nhung diem noi bat cua Cham soc khach hang B52Club

Kenh ho tro da dang va truc tuyen lien tuc

B52Club van hanh song song 6 kenh tiep nhan: live chat tren website, live chat trong ung dung di dong, Telegram, Zalo OA, Facebook Messenger va hop thu email. Moi kenh deu duoc phan luong theo chu de ngay tu buoc dau, nen nguoi choi chon dung nhom van de se duoc noi thang toi nhom xu ly chuyen trach thay vi qua tong dai trung gian. Khung gio cao diem roi vao 20h den 23h moi ngay, khi luong truy cap tang khoang 40% so voi binh thuong, va day cung la luc B52Club huy dong them ca truc de giu nguyen thoi gian cho.

Voi cac van de khan nhu giao dich treo hoac dang nhap bat thuong, he thong tu dong gan co uu tien. Nguoi choi khong can nhan nut "khan cap" hay goi dien; chi can chon dung danh muc, yeu cau se nhay len dau hang doi.

Trai nghiem nguoi dung va kha nang tuong thich di dong

Phan lon nguoi dung B52Club truy cap bang dien thoai, nen giao dien ho tro duoc thiet ke mobile-first. Cua so chat chiem toi da 40% chieu cao man hinh, co the thu nho thanh bieu tuong noi de nguoi choi vua doc huong dan vua thao tac tren ban cuoc ma khong phai chuyen tab. Ung dung chay on dinh tren Android tu phien ban 8.0 va iOS tu 12.0 tro len, bao phu gan nhu toan bo thiet bi pho thong tai Viet Nam.

Lich su tro chuyen duoc luu trong 12 thang va dong bo giua cac thiet bi. Mot nguoi choi hoi tren dien thoai buoi toi co the mo lai doan hoi thoai do tren may tinh vao hom sau ma khong can trinh bay lai tu dau — chi tiet nho nhung tiet kiem dang ke thoi gian cho ca hai phia.

Bao mat thong tin va xay dung niem tin

Toan bo phien chat va du lieu tai khoan duoc ma hoa bang SSL 256-bit, ket hop xac thuc hai lop 2FA cho cac thao tac rut tien. Nhan vien ho tro chi nhin thay thong tin o dang rut gon: so tai khoan ngan hang hien thi 4 so cuoi, so dien thoai che 3 chu so giua. Ngay ca khi muon kiem tra giao dich, ho cung phai qua buoc xac nhan noi bo co ghi log, nen khong the tuy tien tra cuu ho so nguoi khac.

B52Club cung cong khai quy trinh xu ly khieu nai theo 3 buoc voi moc thoi gian ro rang: tiep nhan trong 5 phut, phan hoi huong xu ly trong 2 gio, va ket luan cuoi cung trong 48 gio voi cac vu phuc tap. Su minh bach nay quan trong hon bat ky loi hua nao, vi nguoi choi can biet minh dang cho bao lau va cho vi ly do gi.

Gia tri cong them va chinh sach cham soc khach hang than thiet

Ngoai ho tro ky thuat, bo phan cham soc khach hang con phu trach tu van uu dai. Khi mot nguoi choi du dieu kien nhan hoan tien hoac vong quay mien phi, he thong se chu dong thong bao qua kenh ho hay dung nhat thay vi bat ho tu tim trong muc khuyen mai. Nhom khach hang than thiet duoc gan mot tu van vien phu trach rieng, phan hoi qua Telegram trong vong 60 giay.

Chuong trinh tich luy diem ho tro cung dang chu y: moi lan tuong tac duoc danh gia 5 sao, nguoi choi nhan them diem doi qua. Cach lam nay bien viec phan hoi chat luong thanh mot vong lap hai chieu, thay vi chi mot chieu tu nen tang xuong nguoi dung.

Doi moi cong nghe trong Cham soc khach hang B52Club

Diem dang noi nhat la tro ly ao chay tren nen tang hoc may noi bo, xu ly khoang 65% cau hoi lap lai nhu cach doi mat khau, han muc rut tien, hoac thoi gian xu ly lenh nap. Tro ly ao nay khong co to ra thong minh o moi tinh huong; neu do tin cay cua cau tra loi duoi 80%, no chuyen thang sang nhan vien that kem ban tom tat ngu canh. Nho vay, thoi gian cho trung binh giam tu 4 phut xuong con 45 giay trong vong 18 thang.

He thong con dung CRM de ghi nho lich su cua tung nguoi choi. Khi ho quay lai voi cung mot van de chua duoc giai quyet, nhan vien nhin thay ngay ghi chu truoc do thay vi hoi lai "anh/chi gap loi gi". Voi cac su co dien rong, B52Club day thong bao chu dong toi toan bo nguoi dung bi anh huong trong vong 15 phut ke tu khi phat hien, kem moc thoi gian khac phuc du kien.

Cong dong nguoi choi va niem tin duoc xay dung

Ben canh kenh ho tro chinh thuc, B52Club duy tri cac nhom cong dong noi nguoi choi trao doi kinh nghiem va canh bao cac chieu lua dao mao danh thuong hieu. Day la kenh phong ve thu dong nhung hieu qua: phan lon bao cao ve tai khoan gia mao duoc phat hien boi chinh nguoi dung truoc khi bo phan an ninh kip ghi nhan. Diem danh gia trung binh cho chat luong ho tro hien o muc 4,6 tren 5, dua tren hon 20.000 luot danh gia sau moi phien tuong tac.

Niem tin trong linh vuc nay khong den tu nhung loi cam ket lon. No den tu viec mot cau hoi luc 2 gio sang van co nguoi tra loi, va cau tra loi do dung.

Tiem nang phat trien va trach nhiem phia truoc

Du dia mo rong con rat lon. B52Club co the day manh ho tro da ngon ngu, hien moi dap ung tot tieng Viet va tieng Anh, trong khi luong nguoi dung khu vuc Dong Nam A dang tang deu moi quy. Viec tich hop tro ly ao hieu ngu canh tot hon, hoac xu ly giong noi cho nguoi dung lon tuoi, la huong di hop ly tiep theo.

Di kem voi do la trach nhiem khong nho. Ho tro khach hang trong nganh giai tri truc tuyen phai can bang giua toc do va tinh chinh xac, giua su thuan tien va cac bien phap bao ve nguoi dung khoi chi tieu mat kiem soat. B52Club can nhung cong cu nhan dien dau hieu bat thuong, chu dong lien he khi phat hien hanh vi rui ro, thay vi chi cho nguoi dung len tieng. Do la phan kho nhat, va cung la phan quyet dinh lieu mot bo phan cham soc khach hang co thuc su truong thanh hay khong.

Ket luan

Cham soc khach hang B52Club khong phai la chi tiet trang tri cho mot nen tang giai tri. No la ha tang niem tin, noi toc do phan hoi 30 giay, quy trinh khieu nai 48 gio hay tro ly ao xu ly 65% cau hoi deu phuc vu mot muc dich duy nhat: de nguoi dung cam thay minh duoc lang nghe dung luc. Neu ban dang can nhac trai nghiem va muon kiem tra chat luong dich vu truoc khi dat niem tin, hay thu dat mot cau hoi bat ky vao khung gio cao diem va tu danh gia toc do phan hoi. Cau tra loi nhan duoc se noi len nhieu dieu hon moi loi gioi thieu.