Live Chat 1Gom La Gi? Khong Chi La Mot Cua So Chat Don Thuan





Trong ky nguyen so hoa, trai nghiem khach hang (CX) la vua. Cac doanh nghiep khong ngung tim kiem giai phap de ket noi nhanh chong, ca nhan hoa va hieu qua voi nguoi dung. Va do la luc Live Chat 1Gom noi len nhu mot cong cu khong the thieu.





Nhieu nguoi co the lam tuong live chat chi don gian la mot o cua so nho tren website cho phep khach hang go va cho doi phan hoi. Nhung live chat hien dai, dac biet la cac nen tang tich hop tot nhu 1Gom (hoac cac nen tang tuong tu), da vuot xa vai tro do. No la mot trung tam da kenh, mot he thong ho tro khach hang chu dong va mot cong cu ban hang tham lang.





Live Chat 1gom, hieu mot cach don gian, la tinh nang cho phep giao tiep truc tiep, theo thoi gian thuc giua khach hang tiem nang hoac khach hang hien tai voi doi ngu ho tro/kinh doanh cua ban ngay tren trang web hoac ung dung. Diem manh cot loi cua no nam o toc do va kha nang giai quyet van de ngay lap tuc.





Tai Sao Live Chat Lai Quan Trong Hon Bao Gio Het?





Trong the gioi ma moi thu deu dien ra "ngay bay gio", su kien nhan cua khach hang dang giam dan. Ho khong muon goi dien thoai, khong muon cho doi email phan hoi 24 gio. Ho muon cau tra loi ngay lap tuc.





1. Toc Do La Yeu To Quyet Dinh





Theo nhieu nghien cuu, hon 60% khach hang mong doi phan hoi qua live chat trong vong 5 phut. So voi email (vai gio) hay dien thoai (phai cho xep hang), live chat thang tuyet doi ve mat toc do. Toc do phan hoi nhanh khong chi lam hai long khach hang ma con giam ty le bo di (bounce rate) tren website.





2. Tang Ty Le Chuyen Doi (Conversion Rate)





Khach hang thuong tim den live chat khi ho co thac mac cu the ve san pham, gia ca, hoac quy trinh thanh toan – nhung khoanh khac cuc ky nhay cam truoc khi ra quyet dinh mua hang. Mot nhan vien tu van xuat hien dung luc, giai dap thac mac, co the ngay lap tuc bien mot khach hang dang phan van thanh khach hang mua hang thanh cong.





3. Giam Tai Cho Cac Kenh Ho Tro Khac





Khi live chat hoat dong hieu qua, no se giam dang ke so luong cuoc goi den tong dai va so luong email ho tro. Dieu nay giup toi uu hoa nguon luc, cho phep doi ngu tong dai tap trung vao cac van de phuc tap hon.





4. Thu Thap Du Lieu Khach Hang Thong Minh





Moi cuoc tro chuyen tren live chat deu la mot kho du lieu quy gia. Ban biet duoc khach hang quan tam den dieu gi, ho gap kho khan o dau, va ngon ngu ho su dung la gi. Du lieu nay giup ban toi uu hoa noi dung trang web, cai thien san pham va ca nhan hoa cac chien dich marketing sau nay.





Cac Tinh Nang "Must-Have" Cua Live Chat 1Gom Hieu Qua





Mot he thong live chat tot khong chi dung lai o viec nhan tin. De toi uu hoa trai nghiem va hieu suat, cac tinh nang sau day la cuc ky quan trong:





1. Chatbot Tich Hop (AI & Automation)





Day la trai tim cua live chat hien dai. Chatbot co the xu ly 70-80% cac cau hoi thuong gap (FAQs) ngoai gio hanh chinh hoac khi nhan vien ban. Chung giup sang loc khach hang (lead qualification) truoc khi chuyen giao cho nhan vien that, dam bao nhan vien chi tap trung vao cac yeu cau co gia tri cao.





2. Dinh Tuyen Thong Minh (Smart Routing)





Khach hang A vao trang "Bao gia du an lon" can gap bo phan Kinh doanh. Khach hang B vao trang "Kiem tra don hang" can gap bo phan Ho tro. He thong dinh tuyen thong minh se tu dong chuyen cuoc tro chuyen den dung nhan vien hoac bo phan chuyen trach, giam thieu thoi gian chuyen giao va su kho chiu cua khach hang.





3. Ho Tro Da Kenh (Omnichannel Integration)





Live chat 1Gom thuc thu phai tich hop duoc voi cac kenh khac nhu Facebook Messenger, Zalo OA, Instagram DMs. Dieu nay cho phep nhan vien quan ly tat ca cac cuoc hoi thoai tu mot giao dien duy nhat, duy tri lich su tuong tac lien mach cho khach hang du ho bat dau tu kenh nao.





4. Tinh Nang Proactive Chat (Tro Chuyen Chu Dong)





Dung cho doi khach hang tim den ban. He thong co the kich hoat mot cua so chat tu dong sau khi phat hien hanh vi nhat dinh, vi du:





Khach hang o lai trang "Thanh toan" qua 2 phut.



Khach truy cap tu chien dich quang cao cu the.



Khach hang quay lai lan thu ba trong ngay.





Mot loi chao chu dong: "Chao ban, toi thay ban dang xem xet goi dich vu X. Ban co can toi tu van them ve tinh nang Y khong?" co the la yeu to thuc day quyet dinh cuoi cung.





5. Bao Cao Va Phan Tich Chuyen Sau





Lam the nao de biet nhan vien nao lam viec hieu qua nhat? Thoi gian phan hoi trung binh la bao nhieu? Cac van de nao duoc de cap nhieu nhat? Live chat 1Gom can cung cap dashboard truc quan de nha quan ly co the danh gia hieu suat va tim ra diem nghen trong quy trinh cham soc khach hang.





Cac Buoc Trien Khai Live Chat 1Gom Hieu Qua Cho Nguoi Moi Bat Dau





Viec trien khai khong phuc tap, nhung can chien luoc ro rang:





Buoc 1: Xac Dinh Muc Tieu Ro Rang





Ban muon dung live chat de lam gi?



Tang doanh so ban hang? (Tap trung vao tu van san pham)



Giam thieu khieu nai? (Tap trung vao quy trinh ho tro)



Thu thap leads chat luong cao? (Tap trung vao cac trang landing page quan trong)





Buoc 2: Lua Chon Vi Tri Dat Widget Hop Ly





Dung dat widget o nhung noi gay can tro. Cac vi tri toi uu thuong la goc duoi ben phai man hinh. Hay dam bao no khong che mat thong tin quan trong, dac biet tren thiet bi di dong.





Buoc 3: Xay Dung Ngan Hang Cau Tra Loi Nhanh (Canned Responses)





Chuan bi san cac mau cau tra loi cho cac van de pho bien. Dieu nay giup nhan vien tiet kiem thoi gian go lap di lap lai va dam bao tinh nhat quan trong thong diep thuong hieu.





Buoc 4: Dao Tao Doi Ngu Ve Giong Dieu (Tone of Voice)





Live chat la kenh giao tiep than mat hon email. Doi ngu ho tro can duoc dao tao de su dung ngon ngu gan gui, than thien nhung van giu duoc su chuyen nghiep. Su dung bieu tuong cam xuc (emoji) mot cach co chung muc co the giup tang tinh ket noi.





Buoc 5: Thiet Lap Thoi Gian Phan Hoi Chuan





Cong khai ro rang khung gio hoat dong cua live chat. Neu ngoai gio, hay dam bao chatbot hoac form thu thap thong tin hoat dong de khach hang biet khi nao ho co the nhan duoc phan hoi.





Tuong Lai Cua Live Chat: Ca Nhan Hoa Sau Sac





Live chat 1Gom khong phai la mot cong cu tinh; no dang phat trien nhanh chong. Trong tuong lai, chung ta se thay su tich hop sau hon voi CRM (Quan ly quan he khach hang). Khi khach hang bat dau chat, nhan vien se thay ngay lich su mua hang, cac lan ho tro truoc do, va tham chi la cac san pham ho vua xem.





Su hieu biet sau sac nay cho phep chuyen doi tu "tra loi cau hoi" sang "du doan nhu cau". Day chinh la chia khoa de xay dung long trung thanh va bien khach hang thanh nguoi ham mo thuong hieu cua ban trong moi truong ky thuat so canh tranh khoc liet ngay nay. Hay bat dau toi uu hoa trai nghiem live chat ngay hom nay de khong bi bo lai phia sau!



Xem them: Dieu khoan su dung