Cham soc khach hang Hitclub: Thuoc do cho su truong thanh cua mot nen tang giai tri truc tuyen

Thi truong giai tri truc tuyen tai Viet Nam dang chung kien su canh tranh khoc liet giua hang chuc cong game khac nhau. San pham gio day giong nhau den muc nguoi choi kho phan biet duoc nen tang nao thuc su vuot troi. Chi con mot thu tao nen khac biet ro ret: chat luong ho tro con nguoi. Cham soc khach hang Hitclub khong chi la mot bo phan truc hotline, ma la he thong van hanh co chieu sau, noi moi yeu cau cua nguoi choi duoc xu ly nhu mot cam ket ve thoi gian va su ton trong.

Vi sao nguoi choi quay lai voi mot nen tang khong bao gio de ho cho doi

Mot khao sat noi bo duoc thuc hien vao quy 2 nam nay voi 2.500 tai khoan dang hoat dong cho thay 78% so nguoi duoc hoi coi toc do phan hoi la yeu to quan trong nhat khi chon nen tang de gan bo lau dai. So con lai chia deu cho uu dai nap tien va tinh on dinh cua he thong. Khong ai nhac den ti le thang hay cac tro choi dac biet. Dieu nay phan anh mot xu huong ro rang: nguoi choi hien dai san sang bo qua mot khuyen mai lon neu nen tang do khien ho phai cho doi 30 phut de duoc tra loi cau hoi ve giao dich chua ve. Cham soc khach hang Hitclub da nam bat tam ly nay tu rat som bang cach dat muc tieu phan hoi duoi 2 phut cho kenh chat truc tiep tren web va ung dung di dong.

Quy trinh tiep nhan va xu ly yeu cau tai Hitclub

Moi khi nguoi choi gap su co nap the cao hoac chuyen khoan ngan hang, he thong tiep nhan tu dong se gan phieu yeu cau voi muc do uu tien dua tren loai giao dich. Mot phieu lien quan den so tien tren 10 trieu dong se duoc chuyen thang den nhom chuyen trach cap cao thay vi vong qua nhieu tang trung gian. Trong khi do, cau hoi ve luat choi hoac cach nhan thuong duoc dinh tuyen ve bo phan tu van kinh nghiem, nhung nguoi da choi thu it nhat 500 van tren he thong truoc khi duoc tuyen dung. Vi du dien hinh la truong hop mot nguoi choi o Da Nang gap loi mat ket noi trong luc dang choi game bai Baccarat voi so du 4,7 trieu dong trong tai khoan. Sau 3 phut xac minh lich su cuoc, nhan vien ho tro da xac nhan van bai chua duoc tinh diem va hoan tra toan bo so tien cuoc do. Toan bo qua trinh chi keo dai 6 phut ke tu khi nguoi choi gui tin nhan den khi nhan duoc thong bao hoan tien.

Cac kenh tuong tac va thoi gian phan hoi thuc te

Ngoai live chat tren nen tang, Hitclub van hanh dong thoi bon kenh khac gom Facebook Messenger, Zalo OA, Telegram va tong dai dien thoai 1900 voi doi ngu truc 24/7. Moi kenh co chi so van hanh rieng. Messenger co thoi gian phan hoi trung binh la 90 giay, nhanh hon muc chuan cua Facebook Business la 5 phut. Zalo OA duy tri con so 3 phut nho he thong gan nhan hoi thoai tu dong theo tu khoa nhu "nap tien", "rut tien", "khoa tai khoan". Rieng Telegram, kenh duoc nguoi choi lau nam ua chuong, luon co toi thieu 2 nhan vien tuc truc o khung gio vang 20h den 2h sang, thoi diem luu luong giao dich cao nhat trong ngay. Trong thang 11 vua qua, tong cong 11.840 phieu yeu cau da duoc ghi nhan tren tat ca cac kenh, trong do 92% duoc dong tron ven trong lan lien he dau tien ma khong can nguoi choi phai giai thich lai van de.

Chien luoc chu dong bien trai nghiem tieu cuc thanh khoanh khac dang nho

Cham soc khach hang Hitclub khong dung lai o viec cho doi su co xay ra roi moi phan ung. He thong giam sat giao dich tu dong phat hien nhung lenh rut tien co dau hieu bat thuong nhu so tien trung lap hoac thoi gian rut qua day dac. Khi dieu nay xay ra, nhan vien chu dong lien he qua tin nhan rieng de xac minh danh tinh thay vi am tham dong bang tai khoan. Mot truong hop cu the: nguoi choi co nickname "Phong Lee" thuc hien 5 lenh rut tong cong 22 trieu dong trong vong 30 phut. He thong nhan dien day la hanh vi bat thuong nhung thay vi chan giao dich, nhan vien da goi dien thoai truc tiep trong vong 4 phut sau lenh rut thu ba. Cuoc goi chi keo dai 2 phut, xac nhan nguoi choi dang dung mot ung dung quan ly von co tinh nang tu dong rut tien. Khong co bat ky yeu cau giay to phuc tap nao duoc dua ra, va toan bo giao dich duoc thong qua. Ket qua la nguoi choi nay sau do da nap them 80 trieu dong trong thang tiep theo va gioi thieu them 9 tai khoan moi.

Phep do muc do hai long sau moi phien tuong tac

Sau khi moi phien ho tro duoc dong, he thong tu dong gui mot bang khao sat ngan gom ba cau hoi ve toc do, thai do va tinh giai quyet van de. Diem trung binh trong 90 ngay gan nhat dat 4,8 tren 5. Tuy nhien, con so an tuong hon nam o ti le phan hoi: 64% so phieu duoc tra loi trong vong 10 phut sau khi dong hoi thoai, cao hon han muc trung binh 15-20% cua nganh. Mot thuat toan rieng se so khop nhung phieu co diem duoi 3 voi ban ghi am giong noi hoac noi dung chat, sau do gan cho nguoi quan ly ca de phan tich nguyen nhan. Trong truong hop phat hien loi xuat phat tu phia he thong, nhu thong bao sai thoi gian hoan tien hoac nhan vien hieu nham yeu cau, khach hang se nhan duoc mot bu tru bang mot ma hoan tra 200.000 dong tu dong cong vao tai khoan ca cuoc. Cach xu ly nay khien ti le khieu nai lap lai chi con 1,7%, mot thanh tich hiem co so voi mat bang chung cua cac nen tang giai tri truc tuyen tai Dong Nam A.

Dao tao doi ngu va tieu chuan chat luong tung loi hoi thoai

Nhan vien cham soc khach hang Hitclub phai trai qua chuong trinh dao tao keo dai 6 tuan truoc khi duoc phep tuong tac voi nguoi choi that. Tuan dau tien chi danh de hoc ve cau truc san pham, tu cach chia bai poker ba la den quy trinh tinh tien trong game slot. Tuan thu tu tap trung vao kich ban xu ly 30 tinh huong kho, trong do co 12 tinh huong mo phong khach hang tuc gian su dung ngon ngu tho tuc. Nhan vien duoc huan luyen de khong bao gio dung tu "day la do loi ky thuat", thay vao do la "toi da kiem tra va xac nhan su co xay ra tu phia may chu, huong khac phuc dang duoc thuc hien". Moi hoi thoai ket thuc bang viec xac nhan lai tong so tien chinh xac trong tai khoan cua nguoi choi, dam bao khong co bat ky mo ho nao ve mat so du. Trong mot buoi kiem tra chat luong gan nhat duoc cong bo, 96% cac cuoc hoi thoai co chua cau hoi xac nhan "Anh chi co chac chan khong con thac mac nao khong?" truoc khi ket thuc phien.

Tuong lai cua cham soc khach hang Hitclub khi tri tue nhan tao dan thay the cac tac vu lap lai

Hien tai, chatbot cua Hitclub xu ly duoc khoang 30% luong cau hoi don gian nhu huong dan cach rut tien hoac kiem tra trang thai khuyen mai. Phan con lai luon duoc chuyen sang nhan vien that trong vong 45 giay neu nguoi dung phan hoi khong dung y dinh sau hai lan nhap lieu. Doi ngu van hanh dang thu nghiem mot mo hinh goi y cau tra loi dua tren hanh vi truoc do cua tung khach hang, nhung quyet dinh cuoi cung van nam o con nguoi. Dieu nay xuat phat tu mot bai hoc thuc te vao thang 9 khi chatbot tu dong hua hoan tien gap doi cho mot su co nap tien tri gia 1,2 trieu dong. Nhan vien truc ca da phat hien va dieu chinh ngay sau 1 phut, tranh duoc mot khoan chi khong dang co. Su ket hop giua tu dong hoa de giam thoi gian cho va con nguoi de dam bao tinh thau dao chinh la cong thuc ma nhieu nen tang khac chua lam duoc. Khi thi truong ngay cang bao hoa, nhung he thong cham soc khach hang van hanh chuyen nghiep nhu the nay chinh la tai san vo hinh dat gia nhat ma mot cong game co the so huu. Nguoi choi khong nho ho da thang bao nhieu van, nhung ho se luon nho nen tang da giai quyet con gian cua ho trong bao lau. Do la tieu chuan vang ma bat ky don vi nao muon ton tai lau dai cung phai huong toi.