# Customer Experience Management

*Customer Experience Management (CEM) is a strategy that helps businesses enhance customer satisfaction and loyalty by managing the entire customer journey, from the moment they become aware of the product/service to when they use it.*

*Customer service with **STANDARDIZED CUSTOMER CARE PROCESS WITH 4 STEPS**.*

<figure><img src="/files/dIE6bZB6wFsks7Hm7m1g" alt=""><figcaption></figcaption></figure>

* Customer Survey: Surveys are conducted across multiple channels, while interacting with the customer on the same channel. Reports will be automatically recorded in the conversation history (Omni) and in the NPS summary dashboard (CSAT, CES)
* Call Survey: The call evaluation will be recorded, and the customer will choose a rating (1-5) during the call. This ensures customer satisfaction at the end of the call.
* Message Survey: Supports Zalo ratings, ZNS ratings, Facebook templates, and web chat widgets. Simple configuration across multiple platforms, capturing customer feedback based on needs, and providing timely support when customers are dissatisfied with the service
* Link Survey - Landing Page: No-code survey with AntBuddy, offering customizable interfaces. Customize your survey link by adjusting colors, logos, content, and survey types to align with your brand identity

Details:

* **Hotline:**&#x20;

\+ Send automatic ZNS/SMS containing a landing page for customers to rate on Call popup when the correct call category for rating is selected.\
\+ For other categories, there will be a button to send it to the agent for manual execution.\
\+ Allows customizing the limit of the number of times rating is sent to ZNS/SMS for each customer by day/week/month/year.\
\+ Landing page validity: within the day it was sent.

* **Chat:**&#x20;

\+ Send an automatic rating landing page to customers after the conversation ends, for categories that are set up (e.g., Rating category) => Send a "Rate Now" button.\
\+ When no category is selected ->can also directly click the Send Rating button to send to customers..\
\+ Allows customizing the limit on the number of times Rating is sent to each customer by day/week/month/year..\
\+ Landing page validity: within the day it was sent.


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