|
Message Board >
CSKH SUNWIN bo phan cham soc khach hang
CSKH SUNWIN bo phan cham soc khach hang
Page:
1
Guest
Guest
Oct 06, 2026
8:44 PM
|
CSKH SUNWIN: Ben trong bo phan cham soc khach hang van hanh 24/7
Phan lon nguoi dung chi tim den CSKH SUNWIN khi co chuyen: nap tien chua vao, ma khuyen mai bao loi, hoac don cuoc treo o trang thai cho qua lau. Chinh vi vay, chat luong cua bo phan nay khong do bang loi hua tren trang chu ma bang viec mot ticket duoc xu ly xong trong bao nhieu phut, vao luc 2 gio sang. Bai viet nay mo xe cach CSKH SUNWIN van hanh tu ben trong, dua tren cau truc ca truc, quy trinh xu ly va nhung chi so ma doi ngu nay thuc su theo doi.
Ba ca truc va con so 12.000 ticket moi thang
Doi ngu CSKH SUNWIN chia thanh ba ca: 6h–14h, 14h–22h va 22h–6h, voi khoang 38 nhan su luan phien, trong do ca dem chiem 11 nguoi. Con so nay khong phai con so marketing, no xuat phat tu du lieu luu luong: khung 20h–23h chiem gan 34% tong so yeu cau trong ngay, con khung 1h–4h tuy it nguoi hon nhung lai co ty le ticket lien quan den giao dich cao gap 1,8 lan so voi ban ngay.
Moi thang, tong dai ghi nhan trung binh 12.400 ticket, tuong duong khoang 400 ticket/ngay. Trong do 62% den tu live chat, 21% tu Telegram, 11% tu hop thu dien tu va 6% con lai tu cac kenh khac nhu fanpage hoac bieu mau khieu nai. Viec phan bo nhan su cung di theo ty le nay: ca nao co luu luong chat cao thi duoc xep them nguoi, thay vi chia deu cho du so.
Live chat la kenh chu luc, nhung khong phai kenh duy nhat
Neu chi dung live chat, nguoi choi de roi vao tinh huong cho doi khi khung gio cao diem. CSKH SUNWIN dat muc tieu thoi gian cho trung binh duoi 60 giay cho chat, va so lieu noi bo gan nhat la 48 giay. Voi Telegram, muc tieu la 5 phut cho phan hoi dau tien; voi email la 30 phut trong gio hanh chinh va 2 gio ngoai gio hanh chinh. Day la cam ket co the kiem chung duoc, khac voi nhung cau kieu "ho tro nhanh chong" khong kem con so.
Mot diem dang chu y: he thong chat duoc thiet ke de tu dong gan the (tag) chu de ngay khi khach nhap cau hoi. Neu noi dung chua cac tu khoa nhu "nap", "rut", "chua nhan", ticket se duoc day thang vao nhom xu ly giao dich, khong qua hang doi chung. Cach lam nay giup nhom giao dich xu ly khoang 180 ticket/ngay voi thoi gian trung binh 9 phut moi ticket.
Mot ticket dien hinh duoc xu ly ra sao
Lay vi du thuc te: nguoi choi nap 500.000 dong luc 22h17, so du chua cap nhat sau 10 phut. Nhan vien CSKH SUNWIN se lam bon buoc. Thu nhat, xac minh ma giao dich va thoi diem khoi tao. Thu hai, doi chieu voi cong thanh toan de xem giao dich dang o trang thai pending hay da thanh cong. Thu ba, neu da thanh cong ma so du chua ghi nhan, ticket duoc chuyen sang nhom ky thuat voi muc uu tien P2, thoi gian xu ly cam ket 45 phut. Thu tu, nhan vien phan hoi lai khach kem ma ticket de tra cuu ve sau.
Toan bo chuoi nay duoc ghi log. Nghia la neu khach hoi lai sau 3 ngay, bat ky nhan vien nao cung doc duoc lich su, khong bat khach ke lai tu dau. Day la chi tiet nho nhung quyet dinh cam nhan ve chat luong dich vu.
Nhung cau hoi ma CSKH SUNWIN nhan nhieu nhat
Thong ke noi bo cho thay bon nhom cau hoi chiem gan 79% tong luong ticket. Nhom mot la giao dich nap – rut, chiem 31%. Nhom hai la dieu kien va vong cuoc cua khuyen mai, chiem 24%. Nhom ba la van de dang nhap, ma xac thuc va thiet bi, chiem 14%. Nhom bon la khieu nai ket qua cuoc, chiem 10%. Phan con lai rai rac o cac cau hoi ve han muc, xac minh danh tinh va yeu cau ho tro ky thuat.
Rieng nhom khuyen mai la noi phat sinh nhieu tranh cai nhat, vi phan lon nguoi choi khong doc ky dieu kien vong cuoc truoc khi nhan thuong. Cach xu ly cua bo phan CSKH trong truong hop nay la trich dan nguyen van dieu khoan kem so thu tu, thay vi tra loi chung chung. Cach lam do giam dang ke so ticket mo lai cung noi dung.
Do luong bang chi so, khong bang cam tinh
CSKH SUNWIN theo doi bon chi so chinh. Thoi gian phan hoi dau tien, hien o muc 48 giay voi chat. Ty le giai quyet ngay lan lien he dau tien, dat 78%. Thoi gian xu ly trung binh moi ticket, khoang 11 phut. Va diem hai long sau khi ket thuc ho tro, hien la 4,3/5 dua tren 9.800 luot danh gia trong quy gan nhat.
Chi so thu hai dang ban nhat. Con so 78% nghia la cu 100 ticket thi 22 ticket phai chuyen sang bo phan khac hoac can khach cung cap them thong tin. Muc tieu noi bo dat ra la day len 85% bang cach bo sung tai lieu huong dan cho nhan vien va mo rong quyen tra cuu truc tiep trong he thong, de nhan vien khong phai cho bo phan ky thuat phan hoi tung truong hop.
Diem con han che
Khong co bo phan CSKH nao hoan hao, va CSKH SUNWIN cung vay. Van de thuong gap nhat la rao can ngon ngu vao ban dem: ca 22h–6h co it nhan su noi tot tieng Viet hon ca ngay, nen doi khi phan hoi bi may moc hoac phai chuyen tiep. Thu hai, cac khieu nai lien quan den ket qua cuoc thuong mat nhieu thoi gian hon cam ket, vi phai cho bo phan kiem soat rui ro ra soat lai log tran dau.
Thu ba, viec xac minh danh tinh khi rut tien doi luc yeu cau gui lai giay to do anh bi mo hoac lech goc chup. Day la buoc bat buoc, nhung neu khach chuan bi san anh dung chuan thi gan nhu khong phat sinh van de.
Cach de duoc ho tro nhanh hon
Mot vai kinh nghiem thuc te. Khi mo ticket, hay gui kem ma giao dich va anh chup man hinh, thay vi chi mo ta bang loi. Dat cau hoi theo trat tu: van de la gi, xay ra luc nao, da thu cach nao. Tranh mo nhieu ticket cung luc cho mot van de, vi he thong se gop lai va ticket moi co the bi xep xuong cuoi hang doi.
Neu van de lien quan den tien, hay uu tien live chat trong khung 8h–22h de gap nhom chuyen trach. Con cac cau hoi ve dieu khoan, Telegram thuong la lua chon hop ly vi co the luu lai lich su trao doi va doi chieu ve sau. Va luon giu lai ma ticket cho den khi van de duoc giai quyet xong, do la can cu duy nhat de ca hai ben doi chieu khi can thiet.
Suy cho cung, gia tri cua CSKH SUNWIN khong nam o viec tra loi nhanh trong luc moi thu suon se, ma o cho xu ly gon gang khi co su co phat sinh — boi do moi la luc nguoi dung thuc su can den ho.
|
Post a Message
Real Estate Provider #515.000066/Fahim Muhammad Instructor #512.003026/Fahim Muhammad Managing Broker #471.020985 Freedom Financial Institute, IDOI Provider #500026517/NMLS Provider #1405073/Fahim Muhammad NMLS #1851084 All loans originated through Mortgage Loan Direct, NMLS #1192858 15255 South 94th Avenue, Suite 500 Orland Park, IL 60462. Freedom Apex Enterprise & Financial Services Mailing Address: 837 East 162nd Street, Suite 7-8 South Holland, IL 60473 708-704-7309/708-566-1222, 844-49-FREEDOM
FINRA Broker Check
Disclaimer and Release Nothing contained on this website constitutes tax, legal, insurance or investment advice, or the recommendation of or an offer to sell, or the solicitation of an offer to buy or invest in any investment product, vehicle, service or instrument.The information shared is hypothetical and for informational and educational purposes only. Such an offer or solicitation may only be made and discussed by a registered representative of a broker dealer or investment advisor representative of an investment advising firm. You should note that the information and materials are provided "as is" without any express or implied warranties. Past performance is not a guarantee of future results. All investments involve a degree of risk, including a degree of loss. No part of FTAMG’s materials may be reproduced in any form, or referred to in any other publication, without express written permission from FTAMG and or its affiliates. Links to appearances and articles by Fahim Muhammad, The Freedom Coach, whether in the press, on television or otherwise, are provided for informational and educational purposes only and in no way should be considered a recommendation of any particular investment product, vehicle, service or instrument or the rendering of investment advice, which must always be evaluated by a prospective investor in consultation with his or her own financial adviser and in light of his or her own circumstances, including the investor's investment horizon, appetite for risk, and ability to withstand a potential loss of some or all of an investment's value. By using this website, you acknowledge that you have read and understand the foregoing disclaimers and release FTAMG and its affiliates, members, officers, employees and agents from any and all liability whatsoever relating to your use of this site, any such links, or any information contained herein or in any such appearances or articles (whether accessed through such links or downloaded directly from this website). FTAMG highly encourages its viewers and potential clients to obtain the independent advice and services of legal, financial, and tax professionals.
Securities offered through The Leaders Group, Inc. member FINRA/SIPC 475 Springfield Avenue, Suite 1 Summit, NJ 07901 (303) 797-9080
info@freedomfinancialinstitute.orgCopyright© 2025 - Fahim Muhammad Freedom Financial Institute, Inc.
|
|
|
