ev99vip1coom
2 posts
Nov 07, 2025
10:31 AM
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"Cham Soc Khach Hang Khong Chi La Dich Vu, Do La Van Hoa Tai EV99
Trong the gioi kinh doanh canh tranh khoc liet ngay nay, san pham tot thoi la chua du. Khach hang – nhung nguoi quyet dinh su thanh bai cua doanh nghiep – dang tim kiem mot trai nghiem toan dien, mot su ket noi cam xuc. Tai EV99, chung toi hieu ro dieu nay. Cham soc khach hang (CSKH) khong phai la mot phong ban rieng biet, no la linh hon, la van hoa tham nhuan trong tung nhan vien. Do la ly do vi sao khach hang khong chi mua san pham/dich vu cua chung toi, ma ho con chon tin tuong EV999.
Vi Sao CSKH Lai Quan Trong Den The?
Co mot cau noi noi tieng: ""Viec tim kiem khach hang moi ton kem hon 5 den 25 lan so voi viec giu chan khach hang hien tai."" O EV99, chung toi uu tien viec nuoi duong moi quan he hon la san lung giao dich chop nhoang.
1. Xay Dung Long Trung Thanh Ben Vung
Khach hang trung thanh la nhung nguoi ung ho thuong hieu manh me nhat. Khi ho cam thay duoc lang nghe, duoc ton trong va duoc giai quyet van de nhanh chong, ho se quay lai. Tai EV99, moi tuong tac deu duoc xem la co hoi de cung co niem tin do. Chung toi khong muon ban chi la mot giao dich, chung toi muon ban la mot phan cua cong dong EV99.
2. Bien Khach Hang Thanh Nguoi Quang Ba Mien Phi
Mot trai nghiem CSKH xuat sac se tao ra nhung ""fan ham mo"". Nhung nguoi nay khong ngan ngai chia se cau chuyen tich cuc cua ho voi ban be, gia dinh va tren mang xa hoi. Day chinh la hinh thuc marketing truyen mieng (Word-of-Mouth) hieu qua nhat ma khong chien dich quang cao nao co the mua duoc.
Nhung Tru Cot Trong Chien Luoc CSKH Cua EV99
Lam the nao de chung toi tao ra su khac biet do? Do la nho viec ap dung mot chien luoc da chieu, tap trung vao toc do, su ca nhan hoa va su thau hieu.
1. Toc Do Phan Hoi: Thoi Gian La Vang
Trong ky nguyen so, su kien nhan cua khach hang dang giam dan. Khi gap van de, ho mong muon duoc giai quyet ngay lap tuc. EV99 da dau tu manh me vao he thong ho tro da kenh de dam bao khong bo lo bat ky yeu cau nao:
Ho tro 24/7 (hoac khung gio mo rong): Chung toi luon san sang khi ban can, du la dem khuya hay cuoi tuan.
Thoi gian phan hoi muc tieu (SLA): Moi yeu cau qua email, chat truc tuyen deu co thoi gian phan hoi toi da duoc dinh san. Neu vuot qua, chung toi se chu dong thong bao va xin loi.
Cong cu tu phuc vu (Self-Service): Xay dung kho kien thuc (FAQ) phong phu, huong dan chi tiet giup khach hang tu tim cau tra loi nhanh nhat.
2. Ca Nhan Hoa: Khi Ban Khong Chi La Ma So Don Hang
Dieu khien EV99 khac biet la chung toi nhin thay con nguoi dang sau man hinh. Nhan vien cua chung toi duoc dao tao de khong chi xu ly van de ma con thau hieu boi canh cua khach hang.
Lich su tuong tac: He thong CRM cua chung toi ghi lai moi lan ban lien he truoc day. Ban se khong bao gio phai lap lai cau chuyen cua minh.
Ngon ngu phu hop: Chung toi dieu chinh giong dieu va cach giao tiep sao cho phu hop nhat voi tung doi tuong khach hang, tu su trang trong den su than thien, gan gui.
Du doan nhu cau: Dua tren hanh vi su dung, nhan vien EV99 co the du doan nhung kho khan tiem an va dua ra loi khuyen truoc khi van de phat sinh.
3. Trao Quyen Cho Nhan Vien Ho Tro (Empowerment)
Mot trong nhung sai lam lon nhat trong CSKH la gioi han quyen quyet dinh cua nhan vien tuyen dau. Tai EV99, chung toi tin tuong doi ngu cua minh.
Nhan vien ho tro tai EV99 duoc trao quyen de dua ra cac giai phap ngay tai cho ma khong can phai cho doi su phe duyet tu cap tren qua phuc tap. Dieu nay giup rut ngan thoi gian giai quyet, giam thieu su buc boi cua khach hang va tang su hai long cua chinh nhan vien. Ho duoc phep dua ra cac uu dai nho, hoan tien hoac doi tra linh hoat trong nhung truong hop dac biet.
4. Thu Thap Phan Hoi: Lang Nghe La De Cai Thien
CSKH Da ga EV99 khong phai la duong mot chieu. Chung toi tich cuc tim kiem nhung phan hoi tieu cuc boi vi do la nhung bai hoc quy gia nhat.
Khao sat sau tuong tac (CSAT & NPS): Ngay sau khi hoan tat ho tro, chung toi gui nhung khao sat ngan gon. Diem so thap se kich hoat quy trinh ""follow-up"" khan cap tu quan ly.
Phan tich nguyen nhan goc re: Chung toi khong chi giai quyet trieu chung. Neu nhieu khach hang phan nan ve cung mot van de san pham, doi ngu phat trien san pham se nhan duoc bao cao chi tiet de sua chua tan goc.
* Bien loi phan nan thanh loi khen: Khi mot khach hang phan nan va chung toi giai quyet van de mot cach xuat sac, ho thuong tro thanh khach hang trung thanh nhat, boi vi ho da thay duoc ""cam ket thuc su"" cua thuong hieu.
Nhung Cau Chuyen Thuc Te: EV99 Da Chinh Phuc Khach Hang Nhu The Nao?
Chi Mai, mot khach hang lau nam cua EV99, tung gap su co ky thuat vao giua dem truoc mot du an quan trong. Thay vi nhan duoc cau tra loi tu dong, chi Mai duoc ket noi truc tiep voi mot chuyen gia cap cao trong vong 5 phut. Chuyen gia do khong chi giup chi khac phuc su co ma con danh them 15 phut de kiem tra toan bo he thong cua chi, dam bao moi thu on dinh cho buoi sang hom sau. Chi Mai chia se: ""Do khong phai la ho tro, do la su cuu giup kip thoi. EV99 luon o ben toi.""
Cham Soc Khach Hang Tai EV99: Dau Tu Cho Tuong Lai
Tai EV99, chung toi xem chi phi cho CSKH khong phai la chi phi hoat dong, ma la mot khoan dau tu chien luoc vao tai san thuong hieu. Mot trai nghiem khach hang tot mang lai gia tri lau dai hon bat ky chien dich marketing ngan han nao.
Chung toi cam ket tiep tuc dao tao nhan vien, nang cap cong nghe va lang nghe ban – khach hang than yeu – de moi lan tuong tac voi EV99 luon la mot trai nghiem dang nho, tao dung nen nhung moi quan he ben chat vuot thoi gian. Hay trai nghiem su khac biet ma su quan tam chan thanh mang lai!"
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