"Du ban la nguoi choi ca cuoc truc tuyen day dan kinh nghiem hay moi chan uot chan rao buoc vao the gioi giai tri truc tuyen, cai ten Sunwin chac chan khong con xa la. Trong mot thi truong canh tranh khoc liet nhu hien nay, dieu gi da giup Sunwin giu vung vi the cua minh suot thoi gian qua? Cau tra loi nam o chinh cot loi hoat dong cua ho: **su lang nghe va cam ket cai tien dua tren phan hoi khach hang**. Hom nay, chung ta se cung nhau ""mo xe"" sau hon ve co che tiep nhan va xu ly phan hoi tai sun win, yeu to then chot tao nen su tin cay va uy tin cua nha cai nay.



## Su Khac Biet Den Tu Viec Coi Trong Y Kien Nguoi Dung



Hay thang than nhin nhan, khong mot nen tang giai tri nao la hoan hao tuyet doi. Luon co nhung diem can duoc tinh chinh, nhung tinh nang can duoc toi uu hoa. Dieu khien Sunwin noi bat khong phai la ho khong bao gio mac loi, ma la cach ho doi dien va bien nhung loi gop y, doi khi la nhung loi phan nan gay gat, thanh dong luc phat trien.



Doi voi Sunwin, khach hang khong chi la nguoi su dung dich vu; ho la doi tac dong hanh, la nhung ""kiem soat vien chat luong"" khong chinh thuc nhung vo cung quan trong. Moi mot danh gia, du la ve toc do nap rut, do muot ma cua giao dien game, hay su ho tro cua doi ngu cham soc khach hang, deu duoc ghi nhan va phan tich mot cach nghiem tuc.



### Phan Hoi Da Kenh: Moi Kenh Lien Lac Deu Quan Trong



Sunwin hieu rang nguoi choi den tu nhieu moi truong va co nhung thoi quen lien lac khac nhau. Do do, ho da thiet lap mot he thong tiep nhan phan hoi da kenh, dam bao rang khong mot y kien nao bi bo sot.



* **Ho tro truc tuyen 24/7:** Day la kenh phan hoi tuc thoi. Nhung van de nong, can giai quyet ngay lap tuc (nhu loi ky thuat khi dat cuoc, truc trac giao dich) thuong duoc xu ly qua kenh nay. Toc do phan hoi nhanh chong chinh la thuoc do dau tien ve su chuyen nghiep cua nha cai.

* **Email va Phieu Yeu Cau:** Danh cho nhung phan hoi chi tiet, can dinh kem bang chung hoac nhung de xuat mang tinh chien luoc dai hoi. Viec phan loai va chuyen tiep cac email nay den dung bo phan chuyen mon la quy trinh duoc Sunwin thuc hien rat bai ban.

* **Mang xa hoi va cac Dien dan Cong dong:** Sunwin khong ne tranh nhung thao luan cong khai. Ho tich cuc theo doi cac dien dan ca cuoc uy tin, noi nguoi choi chia se trai nghiem that. Nhung binh luan tieu cuc hoac tich cuc tren cac nen tang nay thuong duoc xem xet nhu nhung bao cao loi hoac khen ngoi mang tinh cong dong cao.



Viec ap dung quy trinh chuan hoa cho tung kenh giup Sunwin khong chi giai quyet duoc van de truoc mat ma con thu thap duoc du lieu lon (Big Data) ve xu huong trai nghiem nguoi dung.



## Tu Phan Hoi Den Hanh Dong Cu The: Chu Trinh Cai Tien Lien Tuc



Thu thap phan hoi chi la buoc khoi dau. Gia tri thuc su cua qua trinh nay nam o khau chuyen hoa nhung y kien do thanh cac ban cap nhat va cai tien huu hinh. Sunwin van hanh mot chu trinh khep kin de dam bao tinh hieu qua:



**1. Ghi Nhan va Phan Loai:** Phan hoi duoc gan the (tag) theo muc do uu tien (Khan cap, Quan trong, Gop y chung) va theo linh vuc (Giao dien, Thanh toan, San pham game, CSKH).



**2. Phan Tich Nguyen Nhan Goc Re (Root Cause Analysis):** Doi ngu ky thuat va van hanh se di sau vao tim hieu tai sao van de do xay ra. Vi du, neu nhieu nguoi phan nan ve viec tai cham tro X, ho se kiem tra may chu, duong truyen, va toi uu hoa ma nguon cua tro choi do.



**3. De Xuat Giai Phap va Lap Ke Hoach:** Cac giai phap duoc de xuat len ban quan ly. Uu tien luon nghieng ve nhung thay doi mang lai loi ich lon nhat cho da so nguoi choi.



**4. Trien Khai va Thong Bao Minh Bach:** Khi mot thay doi dua tren phan hoi duoc ap dung (vi du: them phuong thuc thanh toan moi, sua loi bao mat, hoac don gian hoa quy trinh KYC), Sunwin thuong cong bo ro rang ve nhung gi da duoc cai thien, cho thay ho thuc su da lang nghe.



Chinh su minh bach trong qua trinh nay da xay dung nen niem tin vung chac cho cong dong nguoi choi Sunwin.



## Nhung Thanh Tuu Noi Bat Nho Lang Nghe Cong Dong



Quan sat cac ban cap nhat cua Sunwin qua cac quy, chung ta de dang nhan ra dau an ro ret cua su dong gop tu nguoi dung.



### Toi Uu Hoa Trai Nghiem Tren Thiet Bi Di Dong



Trong thoi dai smartphone thong tri, phan hoi ve viec choi game tren di dong (iOS va Android) la cuc ky quan trong. Nguoi choi da yeu cau mot giao dien khong bi cat xen, cac nut bam nhay va khong bi che khuat khi thao tac nhanh. Sunwin da dau tu manh me de dam bao ung dung di dong cua ho khong chi ""chay duoc"" ma con mang lai trai nghiem toi uu, doi khi con muot ma hon ca phien ban web.



### Da Dang Hoa San Pham Theo Nhu Cau



Ban dau, Sunwin tap trung manh vao mot so san pham chu luc. Tuy nhien, qua viec thu thap y kien, ho nhan ra nhu cau da dang hoa danh muc tro choi, dac biet la cac sanh Live Casino voi nguoi chia bai that, va cac loai hinh xo so, ban ca dang co xu huong tang cao. Viec lien tuc bo sung va lam moi noi dung chinh la ket qua truc tiep cua viec nam bat thi hieu.



### Cai Thien Minh Bach Trong Giao Dich



Thanh toan luon la van de nhay cam nhat trong ca cuoc truc tuyen. Sunwin da nhan duoc nhieu phan hoi ve viec can rut tien nhanh hon va quy trinh xac minh don gian hon. Bang cach hop tac chat che voi cac cong thanh toan uy tin va ap dung cong nghe xac thuc tien tien, thoi gian cho doi giao dich tai Sunwin da giam xuong dang ke, mot thanh tuu ma nguoi choi danh gia rat cao.



## Cam Ket Vung Chac Cho Tuong Lai



Choi tai mot nha cai khong chi la tim kiem co hoi chien thang, ma con la tim kiem mot moi truong giai tri an toan va dang tin cay. Phan hoi khach hang tai Sunwin khong phai la mot quy trinh mang tinh hinh thuc; do la mot phan khong the thieu trong van hoa doanh nghiep.



Viec duy tri mot kenh giao tiep hai chieu coi mo va chu dong khac phuc diem yeu giup Sunwin cung co vi the la mot nha cai hang dau, luon dat loi ich va su hai long cua nguoi choi len hang dau. Doi voi bat ky ai dang tim kiem mot san choi chuyen nghiep, noi y kien cua minh duoc lang nghe va ton trong, Sunwin ro rang la mot lua chon khong the bo qua. Ho khong ngung phat trien, va su phat trien do duoc xay dung tren nen tang vung chac cua su tin tuong ma ho tao dung cung cong dong nguoi dung."



Xem them:nap tien sunwin