{"id":16,"date":"2025-10-23T05:45:32","date_gmt":"2025-10-23T05:45:32","guid":{"rendered":"https:\/\/woraa.com\/?p=16"},"modified":"2025-10-23T05:45:32","modified_gmt":"2025-10-23T05:45:32","slug":"trai-nghiem-khach-hang-customer-experience-cx-la-gi","status":"publish","type":"post","link":"https:\/\/woraa.com\/?p=16","title":{"rendered":"Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (Customer Experience \u2013 CX) l\u00e0 g\u00ec?"},"content":{"rendered":"\n

L\u00e0 c\u1ea3m nh\u1eadn t\u1ed5ng th\u1ec3<\/strong> c\u1ee7a kh\u00e1ch v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u<\/strong> sau m\u1ecdi t\u01b0\u01a1ng t\u00e1c<\/strong> tr\u01b0\u1edbc\u2013trong\u2013sau mua (qu\u1ea3ng c\u00e1o, website, chat, g\u1ecdi \u0111i\u1ec7n, giao\u2013l\u1eafp, b\u1ea3o h\u00e0nh\u2026). CX t\u1ed1t = kh\u00e1ch th\u1ea5y d\u1ec5<\/strong>, nhanh<\/strong>, \u0111\u01b0\u1ee3c t\u00f4n tr\u1ecdng<\/strong>, v\u00e0 \u0111\u00fang nh\u01b0 cam k\u1ebft<\/strong>.<\/p>\n\n\n\n

Kh\u00e1c g\u00ec v\u1edbi c\u00e1c kh\u00e1i ni\u1ec7m g\u1ea7n nhau?<\/h2>\n\n\n\n
    \n
  • Customer Service (CS):<\/strong> h\u1ed7 tr\u1ee3 t\u1eebng t\u00ecnh hu\u1ed1ng (tr\u1ea3 l\u1eddi, x\u1eed l\u00fd s\u1ef1 c\u1ed1).<\/li>\n\n\n\n
  • User Experience (UX):<\/strong> tr\u1ea3i nghi\u1ec7m d\u00f9ng s\u1ea3n ph\u1ea9m\/k\u00eanh<\/strong> (website\/app).<\/li>\n\n\n\n
  • CX<\/strong> = b\u1ee9c tranh t\u1ed5ng th\u1ec3<\/strong>, g\u1ed9p c\u1ea3 CS, UX, ch\u1ea5t l\u01b0\u1ee3ng h\u00e0ng h\u00f3a v\u00e0 quy tr\u00ecnh.<\/li>\n<\/ul>\n\n\n\n

    CX trong b\u1ed1i c\u1ea3nh WORAA<\/h2>\n\n\n\n
      \n
    • Tr\u01b0\u1edbc mua:<\/strong> Ads r\u00f5 r\u00e0ng, trang danh m\u1ee5c theo th\u00e0nh ph\u1ed1, c\u00f3 gi\u00e1 + ph\u00ed l\u1eafp + hotline\/Zalo<\/strong>.<\/li>\n\n\n\n
    • Trong mua:<\/strong> T\u01b0 v\u1ea5n \u226415\u2019, \u0111\u1ec1 xu\u1ea5t Good\/Better\/Best, b\u00e1o gi\u00e1 minh b\u1ea1ch, h\u1eb9n gi\u1edd ch\u00ednh x\u00e1c<\/strong>.<\/li>\n\n\n\n
    • Sau mua:<\/strong> Giao\u2013l\u1eafp \u0111\u00fang h\u1eb9n<\/strong>, \u0111i d\u00e2y g\u1ecdn, h\u01b0\u1edbng d\u1eabn 5\u2019, g\u1ecdi l\u1ea1i 24\u201348h, x\u1eed l\u00fd b\u1ea3o h\u00e0nh trong 2h l\u00e0m vi\u1ec7c<\/strong>.<\/li>\n<\/ul>\n\n\n\n

      \u0110o l\u01b0\u1eddng nhanh<\/h2>\n\n\n\n
        \n
      • NPS<\/strong> (kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u): m\u1ee5c ti\u00eau \u2265 70<\/strong>.<\/li>\n\n\n\n
      • CSAT<\/strong> (m\u1ee9c h\u00e0i l\u00f2ng sau 1 t\u00e1c v\u1ee5).<\/li>\n\n\n\n
      • CES<\/strong> (m\u1ee9c \u0111\u1ed9 \u201cd\u1ec5\u201d \u0111\u1ec3 ho\u00e0n th\u00e0nh vi\u1ec7c).<\/li>\n\n\n\n
      • KPI v\u1eadn h\u00e0nh:<\/strong> G\u1ecdi l\u1ea1i \u226415\u2019 \u226595%, Giao\u2013l\u1eafp \u0111\u00fang h\u1eb9n \u226598%, T\u1ec9 l\u1ec7 \u0111\u1ed5i tr\u1ea3 7 ng\u00e0y \u22641.5%.<\/li>\n<\/ul>\n\n\n\n

        C\u00f4ng th\u1ee9c t\u1eaft:<\/em><\/p>\n\n\n\n

          \n
        • NPS = %Promoters (9\u201310) \u2013 %Detractors (0\u20136)<\/li>\n\n\n\n
        • CSAT = (S\u1ed1 \u201cH\u00e0i l\u00f2ng\u201d \/ T\u1ed5ng ph\u1ea3n h\u1ed3i) \u00d7 100%<\/li>\n\n\n\n
        • CES: \u0111i\u1ec3m trung b\u00ecnh c\u00e2u \u201cVi\u1ec7c n\u00e0y d\u1ec5 th\u1ebf n\u00e0o?\u201d<\/li>\n<\/ul>\n\n\n\n

          C\u00e1ch n\u00e2ng CX (\u00e1p d\u1ee5ng li\u1ec1n)<\/h2>\n\n\n\n
            \n
          1. V\u1ebd journey<\/strong> 3 ch\u1eb7ng (Tr\u01b0\u1edbc\/Trong\/Sau) + li\u1ec7t k\u00ea \u0111i\u1ec3m ch\u1ea1m.<\/li>\n\n\n\n
          2. Chu\u1ea9n h\u00f3a ti\u00eau chu\u1ea9n & SLA<\/strong> (\u0111\u00e3 c\u00f3 trong c\u00e1c SOP em so\u1ea1n).<\/li>\n\n\n\n
          3. G\u1eafn tracking & form ph\u1ea3n h\u1ed3i<\/strong> \u1edf m\u1ed7i ch\u1eb7ng (NPS sau 30 ng\u00e0y, CSAT ngay sau l\u1eafp).<\/li>\n\n\n\n
          4. \u0110\u00f3ng v\u00f2ng ph\u1ea3n h\u1ed3i 48h<\/strong>: m\u1ecdi ph\u00e0n n\u00e0n c\u00f3 ticket, h\u1eb9n gi\u1edd x\u1eed l\u00fd c\u1ee5 th\u1ec3.<\/li>\n\n\n\n
          5. Hu\u1ea5n luy\u1ec7n \u0111\u1ecbnh k\u1ef3<\/strong>: script g\u1ecdi, checklist l\u1eafp, x\u1eed l\u00fd ph\u1ea3n \u0111\u1ed1i.<\/li>\n\n\n\n
          6. Dashboard tu\u1ea7n<\/strong>: NPS, CSAT, on-time, % \u0111\u01a1n c\u00f3 \u1ea3nh + bi\u00ean b\u1ea3n, review Google Map.<\/li>\n<\/ol>\n\n\n\n

            L\u01b0u \u00fd hay sai<\/h2>\n\n\n\n
              \n
            • H\u1ee9a qu\u00e1 \u2013 l\u00e0m kh\u00f4ng k\u1ecbp (\u0111\u1ee5ng m\u1ea1nh v\u00e0o NPS).<\/li>\n\n\n\n
            • Gi\u00e1\/Ph\u00ed kh\u00f4ng minh b\u1ea1ch.<\/li>\n\n\n\n
            • B\u00e0n giao xong kh\u00f4ng g\u1ecdi l\u1ea1i, b\u1ecf l\u1ee1 upsell v\u00e0 review.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

              L\u00e0 c\u1ea3m nh\u1eadn t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u sau m\u1ecdi t\u01b0\u01a1ng t\u00e1c tr\u01b0\u1edbc\u2013trong\u2013sau mua (qu\u1ea3ng c\u00e1o, website, chat, g\u1ecdi \u0111i\u1ec7n, giao\u2013l\u1eafp, b\u1ea3o h\u00e0nh\u2026). CX t\u1ed1t = kh\u00e1ch th\u1ea5y d\u1ec5, nhanh, \u0111\u01b0\u1ee3c t\u00f4n tr\u1ecdng, v\u00e0 \u0111\u00fang nh\u01b0 cam k\u1ebft. Kh\u00e1c g\u00ec v\u1edbi c\u00e1c kh\u00e1i ni\u1ec7m g\u1ea7n nhau? CX trong b\u1ed1i c\u1ea3nh WORAA \u0110o l\u01b0\u1eddng […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-16","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/woraa.com\/index.php?rest_route=\/wp\/v2\/posts\/16","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/woraa.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/woraa.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/woraa.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/woraa.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=16"}],"version-history":[{"count":1,"href":"https:\/\/woraa.com\/index.php?rest_route=\/wp\/v2\/posts\/16\/revisions"}],"predecessor-version":[{"id":17,"href":"https:\/\/woraa.com\/index.php?rest_route=\/wp\/v2\/posts\/16\/revisions\/17"}],"wp:attachment":[{"href":"https:\/\/woraa.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=16"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/woraa.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=16"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/woraa.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=16"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}