Cham soc khach hang Sunwin: He thong ho tro 24/7 voi thoi gian phan hoi trung binh duoi 90 giay va hon 200 nhan vien chuyen trach

Trong linh vuc giai tri truc tuyen, dich vu cham soc khach hang khong chi la bo phan xu ly su co ma con la yeu to quyet dinh su gan bo cua nguoi dung. Sunwin da dau tu manh vao he thong nay, voi hon 200 nhan vien duoc dao tao chuyen sau, hoat dong luan phien ba ca moi ngay de dam bao phu kin 24 gio. Moi nhan vien deu trai qua 120 gio huan luyen ve quy trinh thanh toan, bao mat tai khoan va ky nang giao tiep truoc khi chinh thuc tiep nhan cong viec. Trong quy I nam 2024, trung binh mot yeu cau qua chat truc tiep duoc phan hoi trong 87 giay, trong khi cuoc goi dien thoai duoc ket noi sau 32 giay cho. Con so nay thap hon 40% so voi muc trung binh cua cac nen tang tuong tu.

Cac kenh ho tro chinh va thoi gian xu ly tung loai yeu cau

Sunwin trien khai bon kenh giao tiep chinh: chat truc tiep tren ung dung, hotline 1900, email ho tro va fanpage Facebook. Chat truc tiep chiem 68% tong luong tuong tac hang thang, voi kha nang giai quyet cac van de don gian nhu quen mat khau, huong dan nap the hoac kiem tra lich su giao dich trong vong 2 phut. Hotline phu hop cho cac tinh huong khan cap nhu tai khoan bi khoa dot ngot hoac loi rut tien, thoi gian xu ly trung binh cho mot cuoc goi la 4 phut 15 giay. Email va fanpage thuong duoc dung cho khieu nai phuc tap, can doi chieu nhieu ben, thoi gian phan hoi toi da la 6 gio trong gio hanh chinh. Moi yeu cau deu duoc gan ma so va theo doi qua he thong noi bo, cho phep khach hang kiem tra trang thai bat ky luc nao.

Quy trinh xu ly khieu nai va rut tien thuc te

Vi du, mot nguoi choi thuc hien lenh rut 5 trieu dong nhung sau 30 phut van chua thay tien ve tai khoan ngan hang. Khi lien he chat truc tiep, nhan vien se xac minh danh tinh qua ma giao dich, kiem tra lich su rut tien va doi chieu voi he thong thanh toan ben thu ba. Trong 95% truong hop, loi xuat phat tu ngan hang trung gian hoac sai thong tin tai khoan. Nhan vien se huong dan cach huy lenh va tao lai giao dich moi. Neu la loi tu phia Sunwin, quy trinh chi mat toi da 30 phut de hoan tien vao tai khoan game. Theo thong ke cua thang 5 vua qua, ty le khieu nai ve rut tien chiem 12% tong yeu cau, nhung chi 3% trong so do la loi thuc su tu he thong. So con lai chu yeu do nguoi dung nhap sai thong tin hoac chua dap ung du dieu kien ve vong cuoc.

Cong nghe ho tro va chatbot thong minh

De giam tai cho nhan vien, Sunwin da trien khai chatbot AI tich hop ngay tren trang chinh va ung dung di dong. Bot xu ly cac cau hoi co cau truc ro rang, chang han nhu dieu kien nhan khuyen mai, cach doi the cao hoac gio bao tri. Trong thang 6, bot da giai quyet 49.000 yeu cau, chiem 43% tong luong tuong tac, voi thoi gian phan hoi trung binh chi 12 giay. Khi bot khong hieu hoac nguoi dung yeu cau chuyen tiep, cuoc tro chuyen se duoc chuyen den chuyen vien truc kem toan bo lich su chat, giup tiet kiem thoi gian nhap lai thong tin. He thong cung tu dong ghi nhan cac tu khoa nhu “khoa”, “mat tien”, “loi nap” de uu tien xep hang cho cac cuoc hoi thoai co nguy co cao.

Dao tao nhan vien va danh gia chat luong tu nguoi dung

Moi thang, bo phan dao tao to chuc hai buoi mo phong tinh huong thuc te, tu xu ly nguoi choi nong tinh den giai thich chinh sach hoan tra phuc tap. Ket qua danh gia noi bo dua tren ba tieu chi: thoi gian phan hoi, ty le giai quyet dut diem trong lan dau tien va diem hai long tu khach hang. Cuoi thang 6, diem trung binh dat 4.8 tren 5.0 dua tren 1.500 phieu khao sat ngau nhien. Nguoi dung thuong xuyen khen ngoi thai do niem no va kien thuc cua nhan vien, dac biet trong cac ca dem muon khi cac nen tang khac thuong giam chat luong ho tro. Nhung nhan vien dat diem hai long tren 4.9 trong ba thang lien tiep se nhan thuong tham nien va co hoi lam viec tu xa linh hoat.

So sanh voi cac doi thu canh tranh

Tren thi truong hien tai, nhieu nen tang game bai truc tuyen chi co ho tro qua email hoac chat voi thoi gian cho len den 10 phut. Sunwin vuot troi nho dau tu truc tiep vao doi ngu 200 nguoi va he thong chatbot manh me. Mot doi thu lon khac van yeu cau nguoi dung gui email va cho 24 gio cho cac van de rut tien, trong khi Sunwin chi mat 90 phut ke tu luc bao cao den khi xac nhan giai quyet thanh cong. Kenh fanpage cua Sunwin cung duoc cap nhat thuong xuyen voi 25 bai viet ho tro moi tuan, giai thich chi tiet ve cac su kien, loi thuong gap va cach khac phuc nhanh.

Tuong lai cua dich vu ho tro va cam ket lau dai

Trong nua cuoi nam 2024, Sunwin du kien mo rong them 50 nhan vien cho ca dem va cap nhat chatbot voi kha nang nhan dien hinh anh de xu ly cac yeu cau chup man hinh loi. Ngoai ra, tinh nang goi lai tu dong se giup khach hang khong phai ngoi cho khi hotline tam thoi qua tai. Voi co so du lieu hon 3 trieu tai khoan hoat dong, viec duy tri chat luong cham soc khach hang khong con la lua chon ma la yeu cau song con. Nguoi choi khi gap bat ky tro ngai nao, du nho nhu khong vao duoc phong game hay lon nhu giao dich that bai, deu co the tin tuong vao mot he thong san sang lang nghe va hanh dong nhanh chong. Cham soc khach hang Sunwin chinh la diem tua vung chac cho nhung ai muon trai nghiem giai tri truc tuyen mot cach an tam va lien mach.

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