Cham soc khach hang Nowgoal: Bi quyet giu chan nguoi dung trong the gioi ca cuoc truc tuyen

Nowgoal la mot cai ten quen thuoc voi nhung ai dam me theo doi ty so bong da truc tiep va cac so lieu thong ke the thao. Nhung it ai biet rang, dang sau giao dien cap nhat nhanh chong la ca mot he thong Cham soc khach hang Nowgoal duoc van hanh bai ban. Khi ban dat cuoc vao mot tran dau va gap su co ve duong truyen, hoac khi ban can tra cuu lich su doi dau cua mot doi bong cu the, doi ngu ho tro chinh la cau noi quyet dinh ban co tiep tuc su dung dich vu hay khong. Mot nguoi dung tung chia se tren dien dan the thao rang anh ta da gap loi khong the tai duoc ty so tran dau giua Manchester United va Liverpool vao phut thu 75. Chi sau ba phut gui yeu cau qua chat truc tiep, nhan vien ho tro da gui lai link thay the va xac nhan rang server da duoc khac phuc. Trai nghiem do khien anh ta khong chi o lai ma con gioi thieu Nowgoal cho nam nguoi ban khac.

Mot trong nhung yeu to cot loi lam nen su khac biet cua Cham soc khach hang Nowgoal la thoi gian phan hoi. Trong nganh ca cuoc truc tuyen, moi giay troi qua deu co the anh huong den quyet dinh dat cuoc cua nguoi dung. Nowgoal da dau tu vao he thong ticket tu dong voi cam ket phan hoi lan dau trong vong chua day 120 giay. Con so nay duoc do luong dua tren 10.000 yeu cau trong thang 6 nam 2024, va ty le hai long dat 94,7%. Khong giong nhu cac doi thu chi cung cap email ho tro va buoc nguoi dung cho doi hang gio, Nowgoal trien khai ba kenh chinh: chat truc tiep tren web, hotline 24/7 va mot kenh Telegram rieng cho cac thanh vien VIP. Moi kenh deu co quy trinh xu ly rieng. Vi du, voi kenh chat, nhan vien su dung script co san de tra loi cac cau hoi pho bien nhu cach dang ky tai khoan hay cach nap tien, nhung khi gap van de phuc tap nhu loi thanh toan quoc te, ho se chuyen tiep ngay cho bo phan ky thuat ma khong can nguoi dung phai giai thich lai lan thu hai.

Khong chi dung lai o viec giai quyet su co, Cham soc khach hang Nowgoal con dong vai tro nhu mot cong cu tu van chien luoc. Nhieu nguoi dung moi thuong boi roi truoc hang loat keo cuoc chau A, keo tai xiu hay keo chap. Thay vi chi dua ra cau tra loi may moc, doi ngu ho tro duoc dao tao de giai thich can ke. Mot nhan vien ten Minh tung ke rang anh da mat 15 phut de huong dan mot khach hang lon tuoi cach doc bang ty le keo cua giai Ngoai hang Anh. Ket qua la nguoi do da thang cuoc nho hieu dung thong tin va quay lai cam on sau do mot tuan. Nhung tuong tac kieu nay khong chi giu chan nguoi dung ma con tao ra long trung thanh thuong hieu, dieu ma cac nen tang khac kho long sao chep duoc.

Mot khia canh it duoc nhac den nhung cuc ky quan trong la kha nang xu ly khieu nai ve tien bac. Trong linh vuc ca cuoc, tranh chap ve tien thang cuoc hoac tien hoan tra la dieu khong the tranh khoi. Nowgoal da xay dung mot quy trinh ba buoc: xac minh thong tin qua lich su giao dich, doi chieu voi du lieu tran dau thuc te, va cuoi cung la dua ra quyet dinh trong vong 24 gio. Mot truong hop dien hinh xay ra vao thang 3 nam 2024, khi mot nguoi dung khieu nai rang tien thang cuoc 500 USD khong duoc cap nhat vao tai khoan. Nhan vien ho tro da kiem tra log he thong, phat hien loi tu cong thanh toan ben thu ba, va tien hanh hoan tien trong vong 6 gio thay vi 24 gio nhu quy dinh. Hanh dong nhanh chong nay da ngan chan mot bai dang tieu cuc tren mang xa hoi.

De duy tri chat luong, Cham soc khach hang Nowgoal ap dung chuong trinh dao tao noi bo hang thang. Moi nhan vien phai trai qua 40 gio huan luyen ve kien thuc the thao, ky nang giao tiep va xu ly tinh huong khan cap. Ho cung duoc cap quyen truy cap vao co so du lieu cap nhat lien tuc ve cac giai dau tu La Liga den Bundesliga. Dieu nay dam bao rang khi mot nguoi dung hoi ve ty le keo cua tran Barcelona gap Real Madrid, nhan vien co the tra loi ngay ma khong can tra cuu qua lau. Mot khao sat noi bo cho thay 89% nhan vien cam thay tu tin khi tra loi cac cau hoi chuyen mon sau ba thang lam viec.

Cong nghe cung dong vai tro lon trong viec nang cao trai nghiem. Nowgoal su dung chatbot AI de xu ly cac cau hoi don gian nhu gio thi dau, ket qua tran dau hay thong tin tai khoan. He thong nay co the xu ly toi 500 yeu cau cung luc, giam tai cho nhan vien thuc te. Tuy nhien, diem mau chot la chatbot duoc lap trinh de chuyen giao ngay lap tuc cho nguoi that khi phat hien tu khoa nhu "khieu nai", "loi he thong" hoac "mat tien". Su ket hop giua tu dong hoa va con nguoi giup Nowgoal duy tri toc do ma van giu duoc tinh ca nhan hoa. Mot nguoi dung tung nhan xet rang anh ta thich cach chatbot hoi "Ban co muon toi ket noi voi nhan vien ho tro khong?" thay vi tu dong dua ra cau tra loi chung chung.

Cuoi cung, Cham soc khach hang Nowgoal khong chi la mot bo phan ho tro ma con la mot kenh thu thap phan hoi chien luoc. Moi thang, doi ngu nay tong hop 200 bao cao ve loi giao dien, tinh nang thieu hoac yeu cau moi tu nguoi dung. Nhung du lieu nay duoc chuyen truc tiep den doi ngu phat trien san pham. Vi du, vao thang 1 nam 2024, dua tren phan hoi tu 15 nguoi dung ve viec thieu tinh nang so sanh ty le keo giua cac nha cai, Nowgoal da them mot tab moi trong vong 45 ngay. Ket qua la luong nguoi dung hoat dong hang ngay tang 12% trong quy tiep theo. Day la minh chung ro rang rang mot he thong cham soc khach hang tot khong chi giai quyet van de ma con thuc day su phat trien cua toan bo nen tang.