VTVcab Integrates SmartGift to Elevate Customer Experience

Vietnam Cable Television Corporation (VTVcab) (https://www.vtvcab.vn/), operating in the service industry under Vietnam Television (VTV), provides paid TV channels. VTVcab is currently the first unit in Vietnam capable of delivering content across all platforms with over 10 million subscribers. It is also the only unit able to organize and produce 40–50 live sports and entertainment events per week to serve audiences on multi-platforms.

Integrating technology to keep up with new trends

Previously, VTVcab only offered customer support through the traditional call center 19001515 (available 24/7). This approach posed several limitations, such as long wait times, complicated procedures, multiple button selections, and customers having to call back when all hotlines were busy. Network speed issues also affected call quality, preventing immediate support. Moreover, due to the nuisance of spam calls, customers were often hesitant to answer unfamiliar or landline numbers, making customer service even more difficult. On the business side, VTVcab recognized that this form of support was no longer effective due to rising personnel costs and increased stress for employees who constantly had to deal with customer inquiries. Therefore, since November 2020, VTVcab officially adopted the SmartGift solution from GMO-Z.com RUNSYSTEM to enhance customer experience, reduce operational costs, and boost sales.

SmartGift – A Smart Marketing Tool

SmartGift is an "Interactive Smart Marketing" solution, providing businesses with a two-way customer interaction system via Official Account (Zalo) or Facebook Fanpage. This helps businesses retain loyal customers and drive sales. Built on popular platforms like Zalo and Facebook Messenger, which have massive user bases, customers don’t need to install additional apps, register, or remember new passwords.

SmartGift is built on the enterprise's Zalo OA platform, making it convenient and easy to connect with customers

Since implementing SmartGift, VTVcab has been able to support customers with information lookup, promotional updates, invoice inquiries, service payments, and service registration in a simple and convenient way. Users can stay updated with the most engaging content available on VTVcab. With this online customer care service, customers only need a computer or smartphone with internet access to perform desired transactions. If they have any questions, they can chat directly with VTVcab’s Customer Service Center via the Zalo interface—completely free of charge.