{"id":1470,"date":"2025-12-16T14:13:03","date_gmt":"2025-12-16T07:13:03","guid":{"rendered":"https:\/\/geru.edu.vn\/blog\/?p=1470"},"modified":"2025-12-16T14:13:03","modified_gmt":"2025-12-16T07:13:03","slug":"oncustomer-giai-phap-quan-tri-trai-nghiem-khach-hang","status":"publish","type":"post","link":"https:\/\/geru.edu.vn\/blog\/oncustomer-giai-phap-quan-tri-trai-nghiem-khach-hang\/","title":{"rendered":"OnCustomer \u2013 Gi\u1ea3i ph\u00e1p qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111a k\u00eanh to\u00e0n di\u1ec7n"},"content":{"rendered":"<p><b>OnCustomer<\/b><span style=\"font-weight: 400;\"> l\u00e0 n\u1ec1n t\u1ea3ng qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX \u2013 Customer Experience) \u0111a k\u00eanh \u0111\u1ea7u ti\u00ean t\u1ea1i Vi\u1ec7t Nam, gi\u00fap doanh nghi\u1ec7p k\u1ebft n\u1ed1i v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ch\u1ea1m. T\u1eeb <\/span><b>giao ti\u1ebfp \u0111a k\u00eanh<\/b><span style=\"font-weight: 400;\"> (Website, Facebook, Zalo, Email) \u0111\u1ebfn <\/span><b>chatbot t\u1ef1 \u0111\u1ed9ng<\/b><span style=\"font-weight: 400;\"> v\u00e0 <\/span><b>c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m<\/b><span style=\"font-weight: 400;\">, OnCustomer mang l\u1ea1i gi\u1ea3i ph\u00e1p to\u00e0n di\u1ec7n \u0111\u1ec3 n\u00e2ng cao ch\u1ec9 s\u1ed1 <\/span><b>CSAT \u2013 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<figure id=\"attachment_1471\" aria-describedby=\"caption-attachment-1471\" style=\"width: 512px\" class=\"wp-caption alignnone\"><img fetchpriority=\"high\" decoding=\"async\" class=\"size-full wp-image-1471\" src=\"https:\/\/geru.edu.vn\/blog\/wp-content\/uploads\/2025\/12\/unnamed-9.png\" alt=\"OnCustomer \u2013 Gi\u1ea3i ph\u00e1p qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" width=\"512\" height=\"341\"  title=\"OnCustomer \u2013 Gi\u1ea3i ph\u00e1p qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111a k\u00eanh to\u00e0n di\u1ec7n\" srcset=\"https:\/\/geru.edu.vn\/blog\/wp-content\/uploads\/2025\/12\/unnamed-9.png 512w, https:\/\/geru.edu.vn\/blog\/wp-content\/uploads\/2025\/12\/unnamed-9-300x200.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><figcaption id=\"caption-attachment-1471\" class=\"wp-caption-text\">OnCustomer \u2013 Gi\u1ea3i ph\u00e1p qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/figcaption><\/figure>\n<h2><b>OnCustomer l\u00e0 g\u00ec?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">OnCustomer l\u00e0 m\u1ed9t <\/span><b>n\u1ec1n t\u1ea3ng qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111a k\u00eanh<\/b><span style=\"font-weight: 400;\"> cho ph\u00e9p doanh nghi\u1ec7p \u0111\u1ed3ng b\u1ed9 h\u00f3a to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng trong m\u1ed9t h\u1ec7 th\u1ed1ng duy nh\u1ea5t. \u0110\u00e2y l\u00e0 gi\u1ea3i ph\u00e1p hi\u1ec7n \u0111\u1ea1i gi\u00fap nh\u00e2n vi\u00ean CSKH c\u00f3 th\u1ec3 qu\u1ea3n l\u00fd m\u1ecdi t\u01b0\u01a1ng t\u00e1c, ph\u1ea3n h\u1ed3i v\u00e0 y\u00eau c\u1ea7u t\u1eeb kh\u00e1ch h\u00e0ng m\u00e0 kh\u00f4ng b\u1ecb ph\u00e2n t\u00e1n b\u1edfi qu\u00e1 nhi\u1ec1u c\u00f4ng c\u1ee5 ri\u00eang l\u1ebb.<\/span><\/p>\n<h2><b>T\u1ea1i sao doanh nghi\u1ec7p c\u1ea7n OnCustomer?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Trong k\u1ef7 nguy\u00ean s\u1ed1, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 li\u00ean h\u1ec7 doanh nghi\u1ec7p t\u1eeb b\u1ea5t c\u1ee9 \u0111\u00e2u: m\u1ed9t tin nh\u1eafn Facebook, m\u1ed9t b\u00ecnh lu\u1eadn tr\u00ean Zalo, hay m\u1ed9t email g\u1eedi v\u00e0o h\u1ed9p th\u01b0. N\u1ebfu kh\u00f4ng c\u00f3 c\u00f4ng c\u1ee5 qu\u1ea3n tr\u1ecb t\u1eadp trung, doanh nghi\u1ec7p r\u1ea5t d\u1ec5 b\u1ecf s\u00f3t ph\u1ea3n h\u1ed3i, d\u1eabn \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m t\u1ed3i t\u1ec7.<\/span><\/p>\n<p><b>V\u00ed d\u1ee5 th\u1ef1c t\u1ebf:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">M\u1ed9t chu\u1ed7i b\u00e1n l\u1ebb th\u1eddi trang tr\u01b0\u1edbc \u0111\u00e2y d\u00f9ng ri\u00eang bi\u1ec7t Facebook Messenger v\u00e0 Email \u0111\u1ec3 CSKH. H\u1eadu qu\u1ea3 l\u00e0 tr\u00f9ng l\u1eb7p ph\u1ea3n h\u1ed3i, kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n b\u1ecb tr\u1ea3 l\u1eddi ch\u1eadm. Sau khi \u00e1p d\u1ee5ng OnCustomer, m\u1ecdi k\u00eanh \u0111\u1ec1u t\u1eadp trung trong m\u1ed9t giao di\u1ec7n. Nh\u00e2n vi\u00ean CSKH ch\u1ec9 m\u1ea5t m\u1ed9t n\u1eeda th\u1eddi gian \u0111\u1ec3 ph\u1ea3n h\u1ed3i v\u00e0 ch\u1ec9 s\u1ed1 CSAT t\u0103ng l\u00ean 30% trong v\u00f2ng 3 th\u00e1ng.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<\/ul>\n<h2><b>L\u1ee3i \u00edch n\u1ed5i b\u1eadt khi s\u1eed d\u1ee5ng OnCustomer:<\/b><\/h2>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>T\u1eadp trung d\u1eef li\u1ec7u<\/b><span style=\"font-weight: 400;\"> \u2192 M\u1ecdi t\u01b0\u01a1ng t\u00e1c \u0111\u01b0\u1ee3c l\u01b0u gi\u1eef, d\u1ec5 d\u00e0ng t\u00ecm ki\u1ebfm.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng<\/b><span style=\"font-weight: 400;\"> \u2192 Kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c tr\u1ea3 l\u1eddi ngay l\u1eadp t\u1ee9c, gi\u1ea3m thi\u1ec3u khi\u1ebfu n\u1ea1i.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>T\u1ed1i \u01b0u ngu\u1ed3n l\u1ef1c<\/b><span style=\"font-weight: 400;\"> \u2192 Chatbot t\u1ef1 \u0111\u1ed9ng h\u1ed7 tr\u1ee3 c\u00e2u h\u1ecfi ph\u1ed5 bi\u1ebfn, ti\u1ebft ki\u1ec7m chi ph\u00ed nh\u00e2n s\u1ef1.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Gia t\u0103ng chuy\u1ec3n \u0111\u1ed5i<\/b><span style=\"font-weight: 400;\"> \u2192 C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m, bi\u1ebfn kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>X\u00e2y d\u1ef1ng uy t\u00edn th\u01b0\u01a1ng hi\u1ec7u<\/b><span style=\"font-weight: 400;\"> \u2192 Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u01b0\u1ee3t m\u00e0, \u0111\u1ed3ng nh\u1ea5t tr\u00ean m\u1ecdi k\u00eanh.<\/span><\/li>\n<\/ul>\n<h2 data-path-to-node=\"2\">H\u01b0\u1edbng d\u1eabn chi ti\u1ebft c\u00e1ch s\u1eed d\u1ee5ng OnCustomer t\u1ed1i \u01b0u nh\u1ea5t<\/h2>\n<p data-path-to-node=\"3\">\u0110\u1ec3 bi\u1ebfn OnCustomer th\u00e0nh &#8220;tr\u1ee3 l\u00fd \u0111\u1eafc l\u1ef1c&#8221; cho doanh nghi\u1ec7p, b\u1ea1n c\u00f3 th\u1ec3 b\u1eaft \u0111\u1ea7u l\u1ed9 tr\u00ecnh tri\u1ec3n khai chuy\u00ean nghi\u1ec7p theo 6 b\u01b0\u1edbc sau:<\/p>\n<h3 data-path-to-node=\"4\">1. \u0110\u0103ng k\u00fd v\u00e0 Thi\u1ebft l\u1eadp t\u00e0i kho\u1ea3n<\/h3>\n<p data-path-to-node=\"5\">Truy c\u1eadp website ch\u00ednh th\u1ee9c c\u1ee7a OnCustomer \u0111\u1ec3 t\u1ea1o t\u00e0i kho\u1ea3n. B\u1ea1n n\u00ean t\u1eadn d\u1ee5ng g\u00f3i <b>d\u00f9ng th\u1eed mi\u1ec5n ph\u00ed<\/b> \u0111\u1ec3 tr\u1ea3i nghi\u1ec7m to\u00e0n b\u1ed9 h\u1ec7 sinh th\u00e1i t\u00ednh n\u0103ng tr\u01b0\u1edbc khi quy\u1ebft \u0111\u1ecbnh n\u00e2ng c\u1ea5p. Qu\u00e1 tr\u00ecnh \u0111\u0103ng k\u00fd r\u1ea5t nhanh ch\u00f3ng, ch\u1ec9 m\u1ea5t ch\u01b0a \u0111\u1ea7y 2 ph\u00fat.<\/p>\n<h3 data-path-to-node=\"6\">2. K\u1ebft n\u1ed1i h\u1ec7 sinh th\u00e1i k\u00eanh giao ti\u1ebfp<\/h3>\n<p data-path-to-node=\"7\">\u0110\u1eebng \u0111\u1ec3 kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd \u0111\u1ee3i \u1edf b\u1ea5t c\u1ee9 \u0111\u00e2u. H\u00e3y k\u1ebft n\u1ed1i \u0111\u1ed3ng b\u1ed9:<\/p>\n<ul data-path-to-node=\"8\">\n<li>\n<p data-path-to-node=\"8,0,0\"><b>M\u1ea1ng x\u00e3 h\u1ed9i:<\/b> Facebook Fanpage, Zalo OA, Instagram.<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"8,1,0\"><b>K\u00eanh truy\u1ec1n th\u1ed1ng:<\/b> Email doanh nghi\u1ec7p.<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"8,2,0\"><b>Website:<\/b> Nh\u00fang m\u00e3 <b>Widget Live Chat<\/b> v\u00e0o trang web c\u1ee7a b\u1ea1n. \u0110\u00e2y l\u00e0 &#8220;\u0111i\u1ec3m ch\u1ea1m&#8221; quan tr\u1ecdng nh\u1ea5t \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng ngay khi h\u1ecd \u0111ang t\u00ecm hi\u1ec3u s\u1ea3n ph\u1ea9m.<\/p>\n<\/li>\n<\/ul>\n<figure id=\"attachment_1472\" aria-describedby=\"caption-attachment-1472\" style=\"width: 512px\" class=\"wp-caption alignnone\"><img decoding=\"async\" class=\"size-full wp-image-1472\" src=\"https:\/\/geru.edu.vn\/blog\/wp-content\/uploads\/2025\/12\/unnamed-13.png\" alt=\"H\u01b0\u1edbng d\u1eabn chi ti\u1ebft c\u00e1ch s\u1eed d\u1ee5ng OnCustomer\" width=\"512\" height=\"341\"  title=\"OnCustomer \u2013 Gi\u1ea3i ph\u00e1p qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111a k\u00eanh to\u00e0n di\u1ec7n\" srcset=\"https:\/\/geru.edu.vn\/blog\/wp-content\/uploads\/2025\/12\/unnamed-13.png 512w, https:\/\/geru.edu.vn\/blog\/wp-content\/uploads\/2025\/12\/unnamed-13-300x200.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><figcaption id=\"caption-attachment-1472\" class=\"wp-caption-text\">H\u01b0\u1edbng d\u1eabn chi ti\u1ebft c\u00e1ch s\u1eed d\u1ee5ng OnCustomer<\/figcaption><\/figure>\n<h3 data-path-to-node=\"9\">3. K\u00edch ho\u1ea1t v\u00e0 Hu\u1ea5n luy\u1ec7n Chatbot t\u1ef1 \u0111\u1ed9ng<\/h3>\n<p data-path-to-node=\"10\">\u0110\u00e2y l\u00e0 b\u01b0\u1edbc gi\u00fap doanh nghi\u1ec7p &#8220;gi\u1ea3i ph\u00f3ng&#8221; s\u1ee9c lao \u0111\u1ed9ng:<\/p>\n<ul data-path-to-node=\"11\">\n<li>\n<p data-path-to-node=\"11,0,0\"><b>K\u1ecbch b\u1ea3n c\u1ee9ng:<\/b> Thi\u1ebft l\u1eadp c\u00e2u tr\u1ea3 l\u1eddi cho c\u00e1c c\u00e2u h\u1ecfi l\u1eb7p \u0111i l\u1eb7p l\u1ea1i nh\u01b0: b\u1ea3ng gi\u00e1, ch\u00ednh s\u00e1ch b\u1ea3o h\u00e0nh, \u0111\u1ecba ch\u1ec9 c\u1eeda h\u00e0ng.<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"11,1,0\"><b>AI Th\u00f4ng minh:<\/b> C\u1ea5u h\u00ecnh AI \u0111\u1ec3 nh\u1eadn di\u1ec7n \u00fd \u0111\u1ecbnh (intent) v\u00e0 c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng, gi\u00fap \u0111\u01b0a ra ph\u1ea3n h\u1ed3i t\u1ef1 nhi\u00ean v\u00e0 ch\u00ednh x\u00e1c nh\u1ea5t.<\/p>\n<\/li>\n<\/ul>\n<h3 data-path-to-node=\"12\">4. Qu\u1ea3n tr\u1ecb nh\u00e2n s\u1ef1 v\u00e0 Ph\u00e2n quy\u1ec1n (Team Management)<\/h3>\n<p data-path-to-node=\"13\">\u0110\u1ec3 quy tr\u00ecnh v\u1eadn h\u00e0nh tr\u01a1n tru, b\u1ea1n c\u1ea7n:<\/p>\n<ul data-path-to-node=\"14\">\n<li>\n<p data-path-to-node=\"14,0,0\">Chia nh\u00f3m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng theo chuy\u00ean m\u00f4n (v\u00ed d\u1ee5: Nh\u00f3m K\u1ef9 thu\u1eadt, Nh\u00f3m Sales).<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"14,1,0\">Thi\u1ebft l\u1eadp c\u01a1 ch\u1ebf <b>Auto-assign<\/b> (t\u1ef1 \u0111\u1ed9ng chia vi\u1ec7c) \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o kh\u00f4ng tin nh\u1eafn n\u00e0o b\u1ecb b\u1ecf s\u00f3t.<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"14,2,0\">Ph\u00e2n quy\u1ec1n truy c\u1eadp d\u1eef li\u1ec7u \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o t\u00ednh b\u1ea3o m\u1eadt n\u1ed9i b\u1ed9.<\/p>\n<\/li>\n<\/ul>\n<h3 data-path-to-node=\"15\">5. Kh\u1ea3o s\u00e1t v\u00e0 \u0110o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 CSAT<\/h3>\n<p data-path-to-node=\"16\">Sau m\u1ed7i phi\u00ean h\u1ed7 tr\u1ee3, h\u1ec7 th\u1ed1ng s\u1ebd t\u1ef1 \u0111\u1ed9ng g\u1eedi form \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng. \u0110i\u1ec1u n\u00e0y gi\u00fap b\u1ea1n:<\/p>\n<ul data-path-to-node=\"17\">\n<li>\n<p data-path-to-node=\"17,0,0\">N\u1eafm b\u1eaft t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng ngay l\u1eadp t\u1ee9c.<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"17,1,0\">Ph\u00e1t hi\u1ec7n c\u00e1c l\u1ed7 h\u1ed5ng trong quy tr\u00ecnh ph\u1ee5c v\u1ee5 \u0111\u1ec3 c\u1ea3i ti\u1ebfn k\u1ecbp th\u1eddi.<\/p>\n<\/li>\n<\/ul>\n<h3 data-path-to-node=\"18\">6. Chi\u1ebfn d\u1ecbch c\u00e1 nh\u00e2n h\u00f3a (Marketing Automation)<\/h3>\n<p data-path-to-node=\"19\">\u0110\u1eebng ch\u1ec9 \u0111\u1ee3i kh\u00e1ch h\u00e0ng nh\u1eafn tin. H\u00e3y ch\u1ee7 \u0111\u1ed9ng:<\/p>\n<ul data-path-to-node=\"20\">\n<li>\n<p data-path-to-node=\"20,0,0\">T\u1ef1 \u0111\u1ed9ng g\u1eedi l\u1eddi ch\u00e0o k\u00e8m t\u00ean ri\u00eang khi kh\u00e1ch truy c\u1eadp l\u1ea1i website.<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"20,1,0\">G\u1ee3i \u00fd s\u1ea3n ph\u1ea9m d\u1ef1a tr\u00ean l\u1ecbch s\u1eed xem h\u00e0ng, gi\u00fap t\u0103ng kh\u1ea3 n\u0103ng ch\u1ed1t \u0111\u01a1n (Cross-sell\/Up-sell).<\/p>\n<\/li>\n<\/ul>\n<blockquote data-path-to-node=\"21\">\n<p data-path-to-node=\"21,0\"><b>M\u1eb9o nh\u1ecf:<\/b> H\u00e3y b\u1eaft \u0111\u1ea7u t\u1eeb Live Chat v\u00e0 chatbot c\u01a1 b\u1ea3n tr\u01b0\u1edbc \u0111\u1ec3 \u1ed5n \u0111\u1ecbnh quy tr\u00ecnh, sau \u0111\u00f3 m\u1edbi m\u1edf r\u1ed9ng sang c\u00e1c k\u1ecbch b\u1ea3n c\u00e1 nh\u00e2n h\u00f3a chuy\u00ean s\u00e2u \u0111\u1ec3 tr\u00e1nh g\u00e2y ng\u1ee3p cho \u0111\u1ed9i ng\u0169 v\u1eadn h\u00e0nh.<\/p>\n<\/blockquote>\n<hr data-path-to-node=\"22\" \/>\n<h2 data-path-to-node=\"23\">C\u00e1c t\u00ednh n\u0103ng \u0111\u1ed9t ph\u00e1 c\u1ee7a OnCustomer<\/h2>\n<figure id=\"attachment_1473\" aria-describedby=\"caption-attachment-1473\" style=\"width: 512px\" class=\"wp-caption alignnone\"><img decoding=\"async\" class=\"size-full wp-image-1473\" src=\"https:\/\/geru.edu.vn\/blog\/wp-content\/uploads\/2025\/12\/unnamed-10.png\" alt=\"C\u00e1c t\u00ednh n\u0103ng n\u1ed5i b\u1eadt\" width=\"512\" height=\"341\"  title=\"OnCustomer \u2013 Gi\u1ea3i ph\u00e1p qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111a k\u00eanh to\u00e0n di\u1ec7n\" srcset=\"https:\/\/geru.edu.vn\/blog\/wp-content\/uploads\/2025\/12\/unnamed-10.png 512w, https:\/\/geru.edu.vn\/blog\/wp-content\/uploads\/2025\/12\/unnamed-10-300x200.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><figcaption id=\"caption-attachment-1473\" class=\"wp-caption-text\">C\u00e1c t\u00ednh n\u0103ng n\u1ed5i b\u1eadt<\/figcaption><\/figure>\n<h3 data-path-to-node=\"24\">1. Live Chat \u0111a n\u0103ng tr\u00ean Website<\/h3>\n<p data-path-to-node=\"25\">Kh\u00f4ng ch\u1ec9 l\u00e0 khung chat \u0111\u01a1n thu\u1ea7n, Live Chat c\u1ee7a OnCustomer cho ph\u00e9p b\u1ea1n th\u1ea5y kh\u00e1ch h\u00e0ng \u0111ang xem trang n\u00e0o, h\u1ecd \u0111\u1ebfn t\u1eeb ngu\u1ed3n n\u00e0o (Google hay Facebook). \u0110i\u1ec1u n\u00e0y gi\u00fap nh\u00e2n vi\u00ean t\u01b0 v\u1ea5n c\u00f3 &#8220;ng\u1eef c\u1ea3nh&#8221; \u0111\u1ec3 b\u1eaft \u0111\u1ea7u cu\u1ed9c tr\u00f2 chuy\u1ec7n hi\u1ec7u qu\u1ea3 h\u01a1n.<\/p>\n<h3 data-path-to-node=\"26\">2. Chatbot AI ho\u1ea1t \u0111\u1ed9ng xuy\u00ean su\u1ed1t 24\/7<\/h3>\n<p data-path-to-node=\"27\">Trong khi \u0111\u1ed1i th\u1ee7 \u0111ang ng\u1ee7, doanh nghi\u1ec7p c\u1ee7a b\u1ea1n v\u1eabn \u0111ang t\u01b0 v\u1ea5n kh\u00e1ch. Chatbot c\u00f3 kh\u1ea3 n\u0103ng x\u1eed l\u00fd h\u00e0ng ngh\u00ecn y\u00eau c\u1ea7u c\u00f9ng l\u00fac v\u1edbi \u0111\u1ed9 ch\u00ednh x\u00e1c l\u00ean t\u1edbi 90%. N\u1ebfu g\u1eb7p v\u1ea5n \u0111\u1ec1 ph\u1ee9c t\u1ea1p, chatbot s\u1ebd t\u1ef1 \u0111\u1ed9ng chuy\u1ec3n h\u01b0\u1edbng sang nh\u00e2n vi\u00ean th\u1eadt m\u1ed9t c\u00e1ch m\u01b0\u1ee3t m\u00e0.<\/p>\n<h3 data-path-to-node=\"28\">3. H\u1ee3p nh\u1ea5t qu\u1ea3n l\u00fd \u0111a k\u00eanh (Omnichannel)<\/h3>\n<p data-path-to-node=\"29\">N\u1ed7i lo &#8220;nh\u1ea3y tab&#8221; li\u00ean t\u1ee5c s\u1ebd bi\u1ebfn m\u1ea5t. OnCustomer h\u1ed9i t\u1ee5 t\u1ea5t c\u1ea3 tin nh\u1eafn t\u1eeb Facebook, Zalo, Email v\u1ec1 m\u1ed9t m\u00e0n h\u00ecnh duy nh\u1ea5t. T\u00ednh n\u0103ng n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap t\u0103ng t\u1ed1c \u0111\u1ed9 ph\u1ea3n h\u1ed3i m\u00e0 c\u00f2n gi\u00fap qu\u1ea3n l\u00fd ki\u1ec3m so\u00e1t ch\u1ea5t l\u01b0\u1ee3ng t\u01b0 v\u1ea5n d\u1ec5 d\u00e0ng h\u01a1n bao gi\u1edd h\u1ebft.<\/p>\n<h3 data-path-to-node=\"30\">4. C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u00e2u s\u1eafc<\/h3>\n<p data-path-to-node=\"31\">S\u1eed d\u1ee5ng d\u1eef li\u1ec7u h\u00e0nh vi th\u1ef1c t\u1ebf, OnCustomer gi\u00fap b\u1ea1n g\u1eedi \u0111\u00fang th\u00f4ng \u0111i\u1ec7p, \u0111\u00fang th\u1eddi \u0111i\u1ec3m, cho \u0111\u00fang ng\u01b0\u1eddi. Vi\u1ec7c c\u00e1 nh\u00e2n h\u00f3a gi\u00fap kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c quan t\u00e2m \u0111\u1eb7c bi\u1ec7t, t\u1eeb \u0111\u00f3 t\u0103ng l\u00f2ng trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n<h3 data-path-to-node=\"32\">5. H\u1ec7 th\u1ed1ng b\u00e1o c\u00e1o &amp; Ph\u00e2n t\u00edch chuy\u00ean s\u00e2u<\/h3>\n<p data-path-to-node=\"33\">H\u1ec7 th\u1ed1ng cung c\u1ea5p c\u00e1i nh\u00ecn 360 \u0111\u1ed9 v\u1ec1 hi\u1ec7u qu\u1ea3 CSKH th\u00f4ng qua c\u00e1c con s\u1ed1 bi\u1ebft n\u00f3i:<\/p>\n<ul data-path-to-node=\"34\">\n<li>\n<p data-path-to-node=\"34,0,0\"><b>Th\u1eddi gian ph\u1ea3n h\u1ed3i (Response Time):<\/b> \u0110\u1ea3m b\u1ea3o t\u1ed1c \u0111\u1ed9 ph\u1ee5c v\u1ee5 nhanh nh\u1ea5t.<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"34,1,0\"><b>Bi\u1ec3u \u0111\u1ed3 CSAT:<\/b> \u0110o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng th\u1ef1c t\u1ebf c\u1ee7a kh\u00e1ch.<\/p>\n<\/li>\n<li>\n<p data-path-to-node=\"34,2,0\"><b>N\u0103ng su\u1ea5t nh\u00e2n vi\u00ean:<\/b> \u0110\u00e1nh gi\u00e1 c\u00f4ng b\u1eb1ng d\u1ef1a tr\u00ean s\u1ed1 l\u01b0\u1ee3ng ticket \u0111\u00e3 x\u1eed l\u00fd.<\/p>\n<\/li>\n<\/ul>\n<h3 data-path-to-node=\"35\">6. Cam k\u1ebft b\u1ea3o m\u1eadt v\u00e0 Tin c\u1eady tuy\u1ec7t \u0111\u1ed1i<\/h3>\n<p data-path-to-node=\"36\">\u0110\u01b0\u1ee3c ph\u00e1t tri\u1ec3n b\u1edfi \u0111\u1ed9i ng\u0169 chuy\u00ean gia c\u00f4ng ngh\u1ec7 h\u00e0ng \u0111\u1ea7u, OnCustomer \u0111\u1ea1t c\u00e1c ti\u00eau chu\u1ea9n kh\u1eaft khe v\u1ec1 b\u1ea3o m\u1eadt d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng. H\u1ec7 th\u1ed1ng v\u1eadn h\u00e0nh \u1ed5n \u0111\u1ecbnh, t\u1ed1c \u0111\u1ed9 t\u1ea3i nhanh v\u00e0 cam k\u1ebft kh\u00f4ng ch\u1ee9a m\u00e3 \u0111\u1ed9c, gi\u00fap doanh nghi\u1ec7p ho\u00e0n to\u00e0n y\u00ean t\u00e2m khi l\u01b0u tr\u1eef d\u1eef li\u1ec7u kinh doanh quan tr\u1ecdng.<\/p>\n<h2><b>So s\u00e1nh OnCustomer v\u1edbi c\u00e1c c\u00f4ng c\u1ee5 kh\u00e1c<\/b><\/h2>\n<table>\n<tbody>\n<tr>\n<td><b>Ti\u00eau ch\u00ed<\/b><\/td>\n<td><b>OnCustomer<\/b><\/td>\n<td><b>Zendesk \/ Freshdesk<\/b><\/td>\n<td><b>LiveChat \/ Tawk.to<\/b><\/td>\n<td><b>Intercom<\/b><\/td>\n<\/tr>\n<tr>\n<td><b>Qu\u1ea3n tr\u1ecb \u0111a k\u00eanh<\/b><\/td>\n<td><span style=\"font-weight: 400;\">C\u00f3 (Website, FB, Zalo, Email)<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Ch\u1ee7 y\u1ebfu Email + Chat<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Ch\u1ee7 y\u1ebfu Website Chat<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Email + Chat + App<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Chatbot t\u1ef1 \u0111\u1ed9ng<\/b><\/td>\n<td><span style=\"font-weight: 400;\">C\u00f3, d\u1ec5 t\u00f9y ch\u1ec9nh<\/span><\/td>\n<td><span style=\"font-weight: 400;\">C\u00f3, nh\u01b0ng ph\u1ee9c t\u1ea1p h\u01a1n<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Gi\u1edbi h\u1ea1n c\u01a1 b\u1ea3n<\/span><\/td>\n<td><span style=\"font-weight: 400;\">C\u00f3, AI n\u00e2ng cao<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m<\/b><\/td>\n<td><span style=\"font-weight: 400;\">C\u00f3, d\u1ef1a tr\u00ean h\u00e0nh vi kh\u00e1ch h\u00e0ng<\/span><\/td>\n<td><span style=\"font-weight: 400;\">H\u1ea1n ch\u1ebf<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Kh\u00f4ng h\u1ed7 tr\u1ee3<\/span><\/td>\n<td><span style=\"font-weight: 400;\">C\u00f3, nh\u01b0ng chi ph\u00ed cao<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>CSAT &amp; b\u00e1o c\u00e1o chi ti\u1ebft<\/b><\/td>\n<td><span style=\"font-weight: 400;\">C\u00f3, tr\u1ef1c quan d\u1ec5 hi\u1ec3u<\/span><\/td>\n<td><span style=\"font-weight: 400;\">C\u00f3, nhi\u1ec1u t\u00f9y ch\u1ecdn<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Kh\u00f4ng \u0111\u1ea7y \u0111\u1ee7<\/span><\/td>\n<td><span style=\"font-weight: 400;\">C\u00f3, n\u00e2ng cao<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Ng\u00f4n ng\u1eef h\u1ed7 tr\u1ee3<\/b><\/td>\n<td><span style=\"font-weight: 400;\">T\u1ed1i \u01b0u ti\u1ebfng Vi\u1ec7t &amp; \u0111a ng\u00f4n ng\u1eef<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Ch\u1ee7 y\u1ebfu ti\u1ebfng Anh<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Ch\u1ee7 y\u1ebfu ti\u1ebfng Anh<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Ti\u1ebfng Anh<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Chi ph\u00ed<\/b><\/td>\n<td><span style=\"font-weight: 400;\">H\u1ee3p l\u00fd, c\u00f3 g\u00f3i mi\u1ec5n ph\u00ed<\/span><\/td>\n<td><span style=\"font-weight: 400;\">T\u01b0\u01a1ng \u0111\u1ed1i cao<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Mi\u1ec5n ph\u00ed \/ Tr\u1ea3 ph\u00ed th\u1ea5p<\/span><\/td>\n<td><span style=\"font-weight: 400;\">R\u1ea5t cao<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><span style=\"font-weight: 400;\">? Nh\u00ecn v\u00e0o b\u1ea3ng so s\u00e1nh, c\u00f3 th\u1ec3 th\u1ea5y OnCustomer v\u01b0\u1ee3t tr\u1ed9i v\u1ec1 <\/span><b>\u0111a k\u00eanh, h\u1ed7 tr\u1ee3 ti\u1ebfng Vi\u1ec7t, chatbot linh ho\u1ea1t v\u00e0 chi ph\u00ed h\u1ee3p l\u00fd<\/b><span style=\"font-weight: 400;\">, \u0111\u1eb7c bi\u1ec7t ph\u00f9 h\u1ee3p v\u1edbi doanh nghi\u1ec7p Vi\u1ec7t Nam.<\/span><\/p>\n<h2><b>C\u00e1c c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p (FAQ)<\/b><\/h2>\n<figure id=\"attachment_1474\" aria-describedby=\"caption-attachment-1474\" style=\"width: 512px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-1474\" src=\"https:\/\/geru.edu.vn\/blog\/wp-content\/uploads\/2025\/12\/unnamed-11.png\" alt=\"C\u00e1c c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p\" width=\"512\" height=\"341\"  title=\"OnCustomer \u2013 Gi\u1ea3i ph\u00e1p qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111a k\u00eanh to\u00e0n di\u1ec7n\" srcset=\"https:\/\/geru.edu.vn\/blog\/wp-content\/uploads\/2025\/12\/unnamed-11.png 512w, https:\/\/geru.edu.vn\/blog\/wp-content\/uploads\/2025\/12\/unnamed-11-300x200.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><figcaption id=\"caption-attachment-1474\" class=\"wp-caption-text\">C\u00e1c c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p<\/figcaption><\/figure>\n<ol>\n<li><b> OnCustomer c\u00f3 mi\u1ec5n ph\u00ed kh\u00f4ng?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\"> C\u00f3. N\u1ec1n t\u1ea3ng n\u00e0y cung c\u1ea5p g\u00f3i mi\u1ec5n ph\u00ed v\u1edbi t\u00ednh n\u0103ng c\u01a1 b\u1ea3n \u0111\u1ec3 doanh nghi\u1ec7p tr\u1ea3i nghi\u1ec7m tr\u01b0\u1edbc khi n\u00e2ng c\u1ea5p.<\/span><\/li>\n<li><b> OnCustomer c\u00f3 an to\u00e0n kh\u00f4ng?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\"> Ho\u00e0n to\u00e0n an to\u00e0n. OnCustomer \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n b\u1edfi \u0111\u1ed9i ng\u0169 c\u00f4ng ngh\u1ec7 uy t\u00edn t\u1ea1i Vi\u1ec7t Nam, kh\u00f4ng ch\u1ee9a virus hay m\u00e3 \u0111\u1ed9c.<\/span><\/li>\n<li><b> OnCustomer c\u00f3 t\u00edch h\u1ee3p v\u1edbi Facebook v\u00e0 Zalo kh\u00f4ng?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\"> C\u00f3. \u0110\u00e2y l\u00e0 m\u1ed9t trong nh\u1eefng th\u1ebf m\u1ea1nh l\u1edbn nh\u1ea5t \u2013 qu\u1ea3n l\u00fd \u0111a k\u00eanh trong m\u1ed9t n\u1ec1n t\u1ea3ng duy nh\u1ea5t.<\/span><\/li>\n<li><b> Chatbot c\u1ee7a OnCustomer c\u00f3 d\u1ec5 s\u1eed d\u1ee5ng kh\u00f4ng?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\"> C\u00f3. B\u1ea1n ch\u1ec9 c\u1ea7n v\u00e0i ph\u00fat \u0111\u1ec3 thi\u1ebft l\u1eadp c\u00e1c k\u1ecbch b\u1ea3n c\u01a1 b\u1ea3n. Ngo\u00e0i ra, chatbot c\u00f3 th\u1ec3 h\u1ecdc t\u1eeb d\u1eef li\u1ec7u \u0111\u1ec3 ng\u00e0y c\u00e0ng th\u00f4ng minh h\u01a1n.<\/span><\/li>\n<li><b> OnCustomer c\u00f3 h\u1ed7 tr\u1ee3 b\u00e1o c\u00e1o chi ti\u1ebft kh\u00f4ng?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\"> C\u00f3. H\u1ec7 th\u1ed1ng b\u00e1o c\u00e1o tr\u1ef1c quan, gi\u00fap doanh nghi\u1ec7p \u0111o l\u01b0\u1eddng CSAT, theo d\u00f5i hi\u1ec7u su\u1ea5t v\u00e0 t\u1ed1i \u01b0u quy tr\u00ecnh.<\/span><\/li>\n<li><b> OnCustomer ph\u00f9 h\u1ee3p v\u1edbi doanh nghi\u1ec7p n\u00e0o?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\"> OnCustomer ph\u00f9 h\u1ee3p v\u1edbi h\u1ea7u h\u1ebft c\u00e1c lo\u1ea1i h\u00ecnh: t\u1eeb SME, chu\u1ed7i b\u00e1n l\u1ebb, th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed \u0111\u1ebfn c\u00e1c t\u1eadp \u0111o\u00e0n l\u1edbn.<\/span><\/li>\n<\/ol>\n<h2><b>K\u1ebft b\u00e0i<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Trong th\u1eddi \u0111\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1edf th\u00e0nh y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh th\u00e0nh c\u00f4ng, <\/span><b>OnCustomer<\/b><span style=\"font-weight: 400;\"> n\u1ed5i l\u00ean nh\u01b0 m\u1ed9t c\u00f4ng c\u1ee5 kh\u00f4ng th\u1ec3 thi\u1ebfu. T\u1eeb <\/span><b>qu\u1ea3n l\u00fd giao ti\u1ebfp \u0111a k\u00eanh<\/b><span style=\"font-weight: 400;\">, <\/span><b>chatbot t\u1ef1 \u0111\u1ed9ng<\/b><span style=\"font-weight: 400;\">, \u0111\u1ebfn <\/span><b>c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m<\/b><span style=\"font-weight: 400;\"> \u2013 n\u1ec1n t\u1ea3ng n\u00e0y mang \u0111\u1ebfn s\u1ef1 to\u00e0n di\u1ec7n, d\u1ec5 s\u1eed d\u1ee5ng v\u00e0 an to\u00e0n.<\/span><\/p>\n<p>N\u1ebfu b\u1ea1n \u0111ang t\u00ecm ki\u1ebfm m\u1ed9t gi\u1ea3i ph\u00e1p ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng chuy\u00ean nghi\u1ec7p, n\u00e2ng cao CSAT v\u00e0 t\u1ed1i \u01b0u quy tr\u00ecnh, h\u00e3y b\u1eaft \u0111\u1ea7u d\u00f9ng th\u1eed OnCustomer ngay h\u00f4m nay. <b>\u0110\u1eebng ch\u1ea7n ch\u1eeb, gh\u00e9 th\u0103m <a href=\"https:\/\/geru.edu.vn\/blog\/\">website<\/a> c\u1ee7a ch\u00fang t\u00f4i \u0111\u1ec3 kh\u00e1m ph\u00e1 tr\u1ecdn b\u1ed9 t\u00ednh n\u0103ng \u0111\u1ed9t ph\u00e1 v\u00e0 nh\u1eadn t\u01b0 v\u1ea5n chuy\u00ean s\u00e2u!<\/b><\/p>\n","protected":false},"excerpt":{"rendered":"<p>OnCustomer l\u00e0 n\u1ec1n t\u1ea3ng qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX \u2013 Customer Experience) \u0111a k\u00eanh \u0111\u1ea7u ti\u00ean t\u1ea1i Vi\u1ec7t Nam, gi\u00fap doanh nghi\u1ec7p k\u1ebft n\u1ed1i v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ch\u1ea1m. T\u1eeb giao ti\u1ebfp \u0111a k\u00eanh (Website, Facebook, Zalo, Email) \u0111\u1ebfn chatbot t\u1ef1 \u0111\u1ed9ng v\u00e0 c\u00e1 nh\u00e2n [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":1472,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center 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