{"id":1174,"date":"2020-08-31T10:34:25","date_gmt":"2020-08-31T10:34:25","guid":{"rendered":"http:\/\/emandai.net\/blog\/?p=1174"},"modified":"2024-06-07T10:08:48","modified_gmt":"2024-06-07T10:08:48","slug":"xu-huong-chuyen-doi-so-dich-vu-khach-hang-hau-khung-hoang-covid-19-doanh-nghiep-can-nam-bat","status":"publish","type":"post","link":"https:\/\/emandai.net\/blog\/vi\/xu-huong-chuyen-doi-so-dich-vu-khach-hang-hau-khung-hoang-covid-19-doanh-nghiep-can-nam-bat\/","title":{"rendered":"Xu h\u01b0\u1edbng chuy\u1ec3n \u0111\u1ed5i s\u1ed1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng h\u1eadu kh\u1ee7ng ho\u1ea3ng Covid-19 doanh nghi\u1ec7p c\u1ea7n n\u1eafm b\u1eaft"},"content":{"rendered":"<p><em>C\u00e1c nghi\u00ean c\u1ee9u v\u1ec1 h\u00e0nh vi kh\u00e1ch h\u00e0ng h\u1eadu Covid-19 cho th\u1ea5y, kh\u00e1ch h\u00e0ng c\u00f3 xu h\u01b0\u1edbng chuy\u1ec3n d\u1ecbch th\u00f3i quen mua s\u1eafm sang tr\u1ef1c tuy\u1ebfn. \u0110i\u1ec1u n\u00e0y t\u1ea1o ra th\u00e1ch th\u1ee9c l\u1edbn cho doanh nghi\u1ec7p nh\u01b0ng c\u0169ng l\u00e0 c\u01a1 h\u1ed9i \u0111\u00f3n \u0111\u1ea7u xu h\u01b0\u1edbng <strong>chuy\u1ec3n \u0111\u1ed5i s\u1ed1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/strong> \u0111\u1ec3 \u0111\u1ed9t ph\u00e1 kinh doanh.<\/em><\/p>\n<p>Theo kh\u1ea3o s\u00e1t ni\u1ec1m tin ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n b\u1edfi The Conference Board\u00ae v\u00e0 Nielsen v\u1eeba c\u00f4ng b\u1ed1, trong qu\u00fd I\/2020 \u0111\u1ea1i d\u1ecbch Covid-19 \u0111\u00e3 l\u00e0m thay \u0111\u1ed5i m\u1ea1nh m\u1ebd h\u00e0nh vi, mong mu\u1ed1n v\u00e0 th\u00e1i \u0111\u1ed9 c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng. H\u1ecd online nhi\u1ec1u h\u01a1n v\u00e0 quen d\u1ea7n v\u1edbi vi\u1ec7c s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 \u0111\u1ec3 ph\u1ee5c v\u1ee5 nhi\u1ec1u nhu c\u1ea7u trong cu\u1ed9c s\u1ed1ng.<\/p>\n<p>Tham kh\u1ea3o b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y c\u1ee7a c\u00e1c chuy\u00ean gia, l\u00fd gi\u1ea3i v\u1ec1 nguy\u00ean nh\u00e2n chuy\u1ec3n \u0111\u1ed5i s\u1ed1 l\u00e0 c\u1ea7n thi\u1ebft trong giai \u0111o\u1ea1n h\u1eadu Covid-19.<\/p>\n<p>&nbsp;<\/p>\n<div id=\"toc_container\" class=\"toc_white no_bullets\"><p class=\"toc_title\">Contents<\/p><ul class=\"toc_list\"><li><a href=\"#Khach_hang_san_sang_hon_voi_chuyen_doi_so\"><span class=\"toc_number toc_depth_1\">1<\/span> Kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng h\u01a1n v\u1edbi chuy\u1ec3n \u0111\u1ed5i s\u1ed1<\/a><\/li><li><a href=\"#Chuyen_doi_so_dich_vu_khach_hang_bien_thach_thuc_thanh_co_hoi\"><span class=\"toc_number toc_depth_1\">2<\/span> Chuy\u1ec3n \u0111\u1ed5i s\u1ed1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, bi\u1ebfn th\u00e1ch th\u1ee9c th\u00e0nh c\u01a1 h\u1ed9i<\/a><\/li><li><a href=\"#Lua_chon_doi_tac_chien_luoc_phu_hop_de_chuyen_doi_so_dich_vu_khach_hang\"><span class=\"toc_number toc_depth_1\">3<\/span> L\u1ef1a ch\u1ecdn \u0111\u1ed1i t\u00e1c chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p \u0111\u1ec3 chuy\u1ec3n \u0111\u1ed5i s\u1ed1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/a><\/li><\/ul><\/div>\n<h2><span id=\"Khach_hang_san_sang_hon_voi_chuyen_doi_so\">Kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng h\u01a1n v\u1edbi chuy\u1ec3n \u0111\u1ed5i s\u1ed1<\/span><\/h2>\n<p>M\u1ed9t trong nh\u1eefng r\u00e0o c\u1ea3n chuy\u1ec3n \u0111\u1ed5i s\u1ed1 ch\u00ednh l\u00e0 th\u00f3i quen s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 c\u1ee7a h\u1ecd. R\u1ea5t nhi\u1ec1u ng\u01b0\u1eddi v\u1eabn c\u00f2n gi\u1eef th\u00f3i quen mua s\u1eafm offline v\u00e0 s\u1eed d\u1ee5ng ti\u1ec1n m\u1eb7t. H\u1ecd c\u1ea3m th\u1ea5y kh\u00f4ng th\u1eadt s\u1ef1 c\u1ea7n thi\u1ebft \u0111\u1ec3 thay \u0111\u1ed5i c\u00e1c th\u00f3i quen n\u00e0y ho\u1eb7c h\u1ecd ng\u1ea1i vi\u1ec7c tr\u1ea3i nghi\u1ec7m c\u00f4ng ngh\u1ec7.<\/p>\n<p>Tuy nhi\u00ean, \u0111\u1ea1i d\u1ecbch Covid-19 k\u00e9o theo \u201cgi\u00e3n c\u00e1ch x\u00e3 h\u1ed9i\u201d \u0111\u00e3 bu\u1ed9c ng\u01b0\u1eddi ti\u00eau d\u00f9ng ph\u1ea3i xem x\u00e9t c\u00e1c h\u00ecnh th\u1ee9c t\u01b0\u01a1ng t\u00e1c tr\u1ef1c tuy\u1ebfn, t\u1ef1 \u0111\u1ed9ng. S\u1ed1 li\u1ec7u th\u1ed1ng k\u00ea cho th\u1ea5y s\u1ed1 l\u01b0\u1ee3ng ng\u01b0\u1eddi ti\u00eau d\u00f9ng t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00e1c n\u1ec1n t\u1ea3ng tr\u1ef1c tuy\u1ebfn \u0111\u00e3 t\u0103ng l\u00ean \u0111\u1ebfn 82% Nhi\u1ec1u d\u1ef1 \u0111o\u00e1n cho r\u1eb1ng sau \u0111\u1ea1i d\u1ecbch, ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u1eabn s\u1ebd gi\u1eef th\u00f3i quen n\u00e0y v\u00ec n\u00f3 th\u1eadt s\u1ef1 mang l\u1ea1i c\u00e1c tr\u1ea3i nghi\u1ec7m t\u1ed1t.<\/p>\n<figure id=\"attachment_1176\" aria-describedby=\"caption-attachment-1176\" style=\"width: 600px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1176 size-full\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/08\/khach-hang-san-sang-voi-chuyen-doi-so.png\" alt=\"Kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng h\u01a1n v\u1edbi chuy\u1ec3n \u0111\u1ed5i s\u1ed1\" width=\"600\" height=\"338\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/08\/khach-hang-san-sang-voi-chuyen-doi-so.png 600w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/08\/khach-hang-san-sang-voi-chuyen-doi-so-300x169.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><figcaption id=\"caption-attachment-1176\" class=\"wp-caption-text\">Kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng h\u01a1n v\u1edbi chuy\u1ec3n \u0111\u1ed5i s\u1ed1<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<h2><span id=\"Chuyen_doi_so_dich_vu_khach_hang_bien_thach_thuc_thanh_co_hoi\">Chuy\u1ec3n \u0111\u1ed5i s\u1ed1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, bi\u1ebfn th\u00e1ch th\u1ee9c th\u00e0nh c\u01a1 h\u1ed9i<\/span><\/h2>\n<p>\u0110\u1ea1i d\u1ecbch Covid l\u00e0m s\u1ed1 l\u01b0\u1ee3ng y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng t\u0103ng \u0111\u1ed9t bi\u1ebfn. Qu\u00e1 t\u1ea3i k\u00e8m v\u1edbi \u0111\u1ed9i ng\u0169 nh\u00e2n s\u1ef1 kh\u00f4ng \u1ed5n \u0111\u1ecbnh, nhi\u1ec1u nh\u00e2n vi\u00ean ngh\u1ec9 vi\u1ec7c ho\u1eb7c l\u00e0m \u1edf nh\u00e0 kh\u00f4ng \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng khi\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng gi\u1ea3m s\u00fat n\u1eb7ng n\u1ec1.<\/p>\n<p>\u0110\u1ed1i m\u1eb7t v\u1edbi nguy c\u01a1 m\u1ea5t kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc b\u1ed1i c\u1ea3nh qu\u00e1 t\u1ea3i y\u00eau c\u1ea7u d\u1ecbch v\u1ee5, doanh nghi\u1ec7p v\u1eabn c\u00f3 th\u1ec3 xoay chuy\u1ec3n t\u00ecnh th\u1ebf n\u1ebfu v\u1eadn d\u1ee5ng s\u1edbm gi\u1ea3i ph\u00e1p chuy\u1ec3n \u0111\u1ed5i s\u1ed1 trao quy\u1ec1n t\u1ef1 ph\u1ee5c v\u1ee5 cho h\u1ecd (Self-Service).<\/p>\n<p>Nhi\u1ec1u doanh nghi\u1ec7p c\u0169ng nh\u1eadn \u0111\u1ecbnh r\u1eb1ng vi\u1ec7c trao quy\u1ec1n t\u1ef1 ph\u1ee5c v\u1ee5 cho kh\u00e1ch h\u00e0ng mang l\u1ea1i nhi\u1ec1u l\u1ee3i \u00edch h\u01a1n bao g\u1ed3m n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, gi\u1ea3m chi ph\u00ed ho\u1ea1t \u0111\u1ed9ng v\u00e0 t\u0103ng hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c c\u1ee7a nh\u00e2n vi\u00ean.<\/p>\n<p>&nbsp;<\/p>\n<figure id=\"attachment_1177\" aria-describedby=\"caption-attachment-1177\" style=\"width: 600px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1177\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/08\/cach-ai-self-service-hoat-dong-1024x576.png\" alt=\"C\u00e1ch AI Self-Service ho\u1ea1t \u0111\u1ed9ng\" width=\"600\" height=\"338\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/08\/cach-ai-self-service-hoat-dong-1024x576.png 1024w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/08\/cach-ai-self-service-hoat-dong-300x169.png 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/08\/cach-ai-self-service-hoat-dong-768x432.png 768w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/08\/cach-ai-self-service-hoat-dong-1536x864.png 1536w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/08\/cach-ai-self-service-hoat-dong.png 1920w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><figcaption id=\"caption-attachment-1177\" class=\"wp-caption-text\">C\u00e1ch AI Self-Service ho\u1ea1t \u0111\u1ed9ng<\/figcaption><\/figure>\n<h2><\/h2>\n<h2><span id=\"Lua_chon_doi_tac_chien_luoc_phu_hop_de_chuyen_doi_so_dich_vu_khach_hang\">L\u1ef1a ch\u1ecdn \u0111\u1ed1i t\u00e1c chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p \u0111\u1ec3 chuy\u1ec3n \u0111\u1ed5i s\u1ed1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/span><\/h2>\n<p>\u0110\u1ec3 chuy\u1ec3n \u0111\u1ed5i s\u1ed1 th\u00e0nh c\u00f4ng doanh nghi\u1ec7p c\u1ea7n quan t\u00e2m \u0111\u1ebfn m\u1ed9t n\u1ec1n t\u1ea3ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng s\u1ed1 to\u00e0n di\u1ec7n, v\u00e0 \u0111\u1eb7c bi\u1ec7t ph\u00f9 h\u1ee3p v\u1edbi m\u00f4 h\u00ecnh kinh doanh v\u00e0 c\u00e1ch th\u1ee9c v\u1eadn h\u00e0nh c\u1ee7a doanh nghi\u1ec7p. Theo \u0111\u00f3, vi\u1ec7c l\u1ef1a ch\u1ecdn \u0111\u1ed1i t\u00e1c chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p trong ph\u00e1t tri\u1ec3n gi\u1ea3i ph\u00e1p s\u1ed1 c\u0169ng l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 v\u00f4 c\u00f9ng quan tr\u1ecdng.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>C\u00e1c nghi\u00ean c\u1ee9u v\u1ec1 h\u00e0nh vi kh\u00e1ch h\u00e0ng h\u1eadu Covid-19 cho th\u1ea5y, kh\u00e1ch h\u00e0ng c\u00f3&#8230;<\/p>\n","protected":false},"author":2,"featured_media":1181,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[116,350,601],"tags":[305,307,276],"_links":{"self":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1174"}],"collection":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/comments?post=1174"}],"version-history":[{"count":10,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1174\/revisions"}],"predecessor-version":[{"id":4472,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1174\/revisions\/4472"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media\/1181"}],"wp:attachment":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media?parent=1174"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/categories?post=1174"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/tags?post=1174"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}