Cham soc khach hang HITCLUB – Hau phuong vung chac cho hang trieu phien cuoc moi ngay

Mot tua game giai tri du co do hoa dep den dau, kho game phong phu den the nao, van khong the giu chan nguoi choi neu dich vu ho tro hoat dong cham chap, thieu trach nhiem. Cham soc khach hang HITCLUB khong chi la mot bo phan truc dien thoai ma con la noi quyet dinh nguoi choi co tiep tuc gan bo hay roi di sau mot su co nho. Trong 12 thang qua, he thong nay da tiep nhan hon 850.000 yeu cau ho tro, va con so do noi len muc do ky vong ma cong dong dat vao thuong hieu.

Doi ngu va chuan phan hoi

Dieu dau tien mot nguoi choi can khi gap loi nap tien hay thac mac ve vong quay la toc do phan hoi. HITCLUB duy tri 120 chuyen vien cham soc khach hang lam viec theo ca luan phien 24/7, khong co ngay nghi le. Moi nhan vien phai hoan thanh khoa dao tao keo dai 4 tuan truoc khi chinh thuc ngoi ghe ho tro, sau do trai qua ky kiem tra dinh ky moi thang mot lan. Ket qua la thoi gian phan hoi dau tien qua khung chat chi von ven 3 phut, trong khi email duoc tra loi trong vong 15 phut ke tu luc he thong xac nhan nhan duoc thu.

Mot vi du dien hinh xay ra luc 2 gio 17 phut sang, khi mot thanh vien gap loi the nap bi tru tien nhung so du khong cap nhat. Nhan vien truc dem da kiem tra nhat ky giao dich, xac minh ma don gui len tu ngan hang, va hoan tien vao tai khoan game trong chua day 25 phut. Voi nhung nguoi choi tung phai di qua cac kenh ho tro mat vai ngay moi co cau tra loi, trai nghiem nay tao ra niem tin rat lon.

Kenh lien he da dang khong ai bi bo lai

Khong phai ai cung thich go chu tren cua so chat. Mot so nguoi muon nghe giong noi truc tiep de trinh bay ro hon su viec, so khac lai can co van ban de luu lai lam bang chung. HITCLUB mo dong thoi bon kenh chinh: tong dai 1900 636 190, chat truc tiep tren ung dung, email ho tro tai support@hitclub.vn va cac trang mang xa hoi chinh thuc. Tong dai ap dung he thong IVR thong minh, bam mot phim la vao dung bo phan can gap, va thoi gian cho trung binh khong vuot qua 30 giay.

Kenh mang xa hoi thuong bi nhieu don vi game xem nhe, nhung ban quan ly HITCLUB lai dau tu rieng mot nhom 15 nguoi chi de canh binh luan va tin nhan tren Facebook lan Zalo. Nhung thac mac nhu “tai sao toi khong nhan duoc qua tan thu” hay “su kien mo ban xi dach khi nao” deu duoc tra loi cong khai ngay duoi bai dang, tao cam giac minh bach ro rang cho ca cong dong cung thay.

Quy trinh xu ly khieu nai ba cap

Khieu nai la phan nhay cam nhat, vi no lien quan truc tiep den tien bac va cam xuc cua nguoi choi. HITCLUB xay dung quy trinh ba cap: chuyen vien xu ly truc tiep, truong ca can thiep khi vu viec phuc tap, va giam sat vien len tieng neu giao dich vuot nguong 10 trieu dong. Mot vu khieu nai ve ket qua van bai hoac loi ky thuat phai duoc dieu tra tu nhat ky may chu toi da trong 2 gio, sau do tra loi thanh van ban cho nguoi choi du ket luan thuoc ve phia ben nao.

Bao cao noi bo quy gan nhat cho thay 98,7% so phieu khao sat sau khi khieu nai duoc dong lai dat muc hai long. Moi tuong tac ket thuc deu kem mot ban khao sat ngan 3 cau hoi, va cac nhan vien co diem so thap hon 4,5 tren 5 se bi moi lam viec rieng voi quan ly trong tuan ke tiep. Dieu nay giai thich vi sao mot so thanh vien ky cuu van goi ten cu the mot nhan vien ho tro moi khi can gap, nho an tuong tu lan xu ly van de thanh cong nhieu thang truoc.

Bao mat tai khoan la uu tien hang dau

Trong moi truong game doi thuong, rui ro bi chiem doat tai khoan luon hien huu. Bo phan cham soc khach hang cua HITCLUB duoc trang bi quy trinh xac minh danh tinh hai lop, yeu cau nguoi goi cung cap ma OTP phat hanh tu so dien thoai da dang ky cung nhu tra loi ba cau hoi bao mat duoc thiet lap tu luc tao tai khoan. Truong hop ke gian khoa tai khoan nguoi choi, chuyen vien lap tuc khoa cung toan bo giao dich trong vong 5 phut de ngan phat sinh ton that. Viec khoi phuc va doi mat khau cho chu so huu hop phap hoan tat trung binh trong 30 phut, nhanh hon dang ke so voi mat bang chung cua nganh.

Hang muc nay con mo rong bang cac tin nhan canh bao dinh ky, nhac nguoi choi khong chia se OTP cho bat ky ai, ke ca nhan vien ho tro. Vi quy dinh noi bo ghi ro nhan vien cham soc khach hang khong bao gio duoc phep hoi mat khau hay ma xac thuc cua thanh vien, nen bat ky ai tu xung la nhan vien HITCLUB de yeu cau nhung thong tin do deu la gia mao.

Cham soc rieng cho hoi vien VIP

Mot nhom khach hang co muc chi tieu lon luon can che do uu tien rieng. HITCLUB bo tri mot quan ly khach hang ca nhan cho 2.000 tai khoan VIP than thiet, moi quan ly phu trach toi da 400 hoi vien de dam bao khong bo sot ai. Nhung nguoi choi nay co duong day nong rieng khong phai xep hang cho, duoc tang qua nhan dip sinh nhat duoi dang vat pham hien vat nhu dong ho the thao hoac tai nghe choi game cao cap, va nhan uu dai hoan tra cuoc len toi 3% moi tuan. Mot hoi vien cap Kim Cuong chia se trong buoi gap mat cuoi nam rang anh chi quyet dinh nang hang sau khi duoc doi ngu cham soc dac biet giai quyet mot giao dich rut tien 80 trieu dong chi trong nua gio, trong khi truoc do anh tung cho gan 3 ngay o mot cong game khac.

Lang nghe de thay doi that su

Phan hoi khong chi dung lai o viec giai quyet su co, ma con la nguon chat lieu de hoan thien san pham. Moi cuoi thang, bo phan chat luong tong hop nhung gop y pho bien nhat, phan loai theo tung dong game, va gui bao cao len ban san pham. Nut “xac nhan lai truoc khi rut tien” xuat hien tren ung dung gan day chinh la ket qua tu 300 y kien cua nhung thanh vien lo lang ve thao tac rut nham so tien. Khi nguoi choi thay y kien cua minh tao nen thay doi that, ho san sang dong gop nhieu hon.

Hanh trinh giu chan nguoi choi luon khoi dau bang nhung cuoc tro chuyen tuong chung rat nho, nhu mot cau hoi ve ma khuyen mai hay mot thac mac ve lich su cuoc. Cham soc khach hang HITCLUB chung minh dieu nguoc lai voi quan diem coi day la trung tam chi phi: mot he thong ho tro phan ung nhanh, xu ly cong bang va lang nghe chan thanh chinh la loi the canh tranh kho sao chep nhat trong nganh giai tri truc tuyen.