Cham soc khach hang 789club: Dieu gi that su dien ra sau moi cuoc tro chuyen

22h47, mot nguoi choi nap 5 trieu dong qua ngan hang noi dia, cho du 15 phut ma so du van dung yen. Anh mo khung chat tren trang chu 789club, go mot cau ngan. 41 giay sau, nhan vien truc ca dem tra loi, xin ma giao dich, gui anh chup man hinh doi soat va cong tien vao tai khoan luc 22h53. Tong thoi gian tu luc khach cat tieng den luc van de duoc giai quyet: 6 phut. Do la kieu tinh huong ma bo phan cham soc khach hang 789club phai xu ly vai tram lan moi ngay, va cung la thuoc do thuc te nhat cho chat luong dich vu.

Noi ve ho tro khach hang trong nganh giai tri truc tuyen, nguoi ta thuong chi liet ke kenh lien lac roi dung lai. Cach nhin do thieu. Dieu dang ban la toc do, quyen han cua nhan vien truc, va kha nang xu ly xuyen suot mot van de ma khong day khach qua lai giua cac bo phan.

Bon kenh, bon toc do khac nhau

Live chat la kenh duoc dung nhieu nhat, chiem khoang 68% tong so yeu cau. Thoi gian phan hoi trung binh ghi nhan o muc 45 giay trong khung gio thuong, va 2 den 3 phut vao cao diem tu 20h den 23h khi luong nguoi truy cap tang gap ruoi. Khung chat hoat dong 24/7, ke ca mung mot Tet, vi do lai chinh la thoi diem luong cau hoi ve khuyen mai li xi tang vot.

Duong day nong phu hop voi nguoi khong quen go phim hoac can trao doi dai. Nhan vien tong dai duoc huan luyen xu ly ba nhom viec tai cho: khoi phuc mat khau, kiem tra trang thai lenh rut, va giai thich dieu kien nhan thuong. Nhung viec vuot tham quyen se duoc chuyen thanh phieu ho tro co ma so dang MB-24xxxx, kem cam ket phan hoi trong 4 gio lam viec.

Email va cac nen tang nhan tin nhu Telegram, Zalo, fanpage la kenh cham hon, thuong dung cho khieu nai can dinh kem bang chung: anh giao dich, bien lai, video loi game. Thoi gian xu ly trung binh 2 den 6 gio, nhung bu lai co loi the luu vet day du, tien cho viec doi chieu ve sau.

Quy trinh ba lop phia sau mot cau tra loi

Khong phai moi cau hoi deu giong nhau, va he thong phan loai cua 789club phan anh dieu do. Lop mot la nhan vien truc chat, xu ly duoc khoang 80% yeu cau thuong ngay. Lop hai la nhom chuyen trach thanh toan, tiep nhan cac ca lech so du, rut tien treo, sai thong tin ngan hang. Lop ba la bo phan ky thuat va tuan thu, can thiep khi co tranh chap ve ket qua cuoc hoac ho so xac minh danh tinh.

Mot vi du dang chu y: khach rut 10 trieu dong nhung ten chu tai khoan thu huong khong khop voi ho so da xac minh. Thay vi tu choi thang, nhan vien gui huong dan cap nhat lai thong tin, tam giu lenh trong 24 gio va nhac lai qua email. Sau khi khach bo sung anh can cuoc, lenh duoc duyet trong 11 phut. Cach lam nay giu duoc tien cho khach ma van khong pha vo quy dinh chong rua tien.

Con so dang de y: khoang 74% yeu cau duoc giai quyet ngay trong lan lien he dau tien. Chi so hai long sau moi phien chat duoc thu thap tu dong, dao dong quanh muc 91 den 93% trong cac thang gan day.

Nhan vien truc ca duoc dao tao nhung gi

Doi ngu ho tro chia thanh ba ca: 6h den 14h, 14h den 22h, 22h den 6h. Ca dem mong hon nhung khong bao gio de trong, vi phan lon su co nap tien xay ra vao khung gio muon khi ngan hang bao tri he thong.

Moi nhan vien moi trai qua hai tuan hoc noi dung va mot tuan ngoi canh nguoi cu truoc khi nhan ca rieng. Chuong trinh gom cac phan kha cu the: doc dung sao ke ngan hang, phan biet anh chup gia, nhan dien dau hieu tai khoan bi chiem doat, va ca ky nang xu ly khach dang buc. Bo phan nay ho tro ba ngon ngu la tieng Viet, tieng Anh va tieng Trung, phuc vu nhom khach den tu nhieu khu vuc khac nhau.

Co mot nguyen tac bat buoc: nhan vien khong bao gio hoi mat khau, ma OTP hay thong tin the qua chat. Neu ai do tu xung la ho tro vien 789club roi yeu cau nhung thu nay, gan nhu chac chan la gia mao. Day la diem ma bo phan cham soc khach hang 789club nhac lai thuong xuyen, boi cac vu lua dao nham vao nguoi choi thuong bat dau tu mot tin nhan rieng trong rat giong that.

Cham soc chu dong, phan it duoc nhin thay

Ho tro khong chi la ngoi cho khach goi. Truoc moi lan bao tri he thong, thong bao duoc gui truoc it nhat 24 gio qua hop thu trong tai khoan va qua email dang ky. Khi mot cong thanh toan gap su co, he thong tu dong day canh bao len khung chat de khach biet ma chon phuong thuc khac, thay vi loay hoay thu lai nhieu lan.

Voi nhom khach than thiet, chuong trinh cham soc co phan khac biet. Tai khoan o cac cap bac cao duoc gan mot quan ly phu trach rieng, lien he truc tiep qua Telegram, co the xu ly nhanh cac viec nhu dieu chinh han muc, cap nhat uu dai ca nhan hoa hay moi tham gia su kien rieng. Day la kieu dich vu ma khach nap deu dan hang thang danh gia cao hon ca viec duoc tang them tien.

Nhung van de khach hoi nhieu nhat

Thong ke noi bo cho thay bon nhom cau hoi chiem phan lon khoi luong cong viec. Dung dau la nap va rut tien, chiem khoang 34%. Tiep theo la thuong va dieu kien nhan khuyen mai, 26%. Nhom thu ba lien quan den dang nhap, quen mat khau, tai khoan bi tam khoa, chiem 21%. Phan con lai la cau hoi ve luat choi, lich bao tri va cac thac mac ky thuat lat vat.

Diem dang noi la phan lon khieu nai ve tien khong xuat phat tu loi he thong, ma tu viec khach ghi sai noi dung chuyen khoan hoac dung tai khoan ngan hang khong chinh chu. Nhan vien ho tro thuong mat nhieu thoi gian nhat de giai thich nhom nguyen nhan nay, chu khong phai de sua loi.

Vai dieu nen biet khi can ho tro

Chuan bi san ma giao dich, anh chup man hinh va ten dang nhap truoc khi mo chat se rut ngan thoi gian xu ly dang ke. Dat cau hoi vao mot tin nhan thay vi rai ra nhieu dong cung giup nhan vien nam dung van de ngay tu dau. Va hay luon kiem tra lai duong dan trang chu truoc khi dang nhap, boi moi kenh ho tro chinh thuc deu xuat phat tu do.

Mot bo phan cham soc khach hang tot khong duoc do bang viec co bao nhieu kenh lien lac, ma bang viec khach co phai ke lai cau chuyen cua minh lan thu hai hay khong. O khia canh do, viec 789club giu duoc ty le giai quyet ngay lan dau o muc 74% va thoi gian phan hoi chat duoi mot phut cho thay he thong van hanh phia sau dang lam dung phan viec kho nhat cua minh.