Customer enquiries and product support
Explain products and services in Vietnamese, answer common questions and follow documented technical support steps. Send unresolved faults to the technician or product specialist responsible for them.
Vietnamese customer support
Vietnamese Call Center Services
Help customers in Vietnamese and coordinate with your business in English or Mandarin. Callnovo provides Vietnamese customer service for enquiries, orders, technical questions and ongoing customer care.
Service scope
Support the customer's next step in Vietnam
Plan multilingual customer service in Vietnam around the questions your team needs to answer. Give agents the product information, customer records and service rules needed to handle each request.
Orders and logistics tracking
Handle order entry, delivery questions and shipment updates within the access you provide. Use the status available in your order or logistics system and escalate missing or conflicting information.
Complaints and service recovery
Record the customer's concern, the outcome requested and the action already taken. Follow your complaint process and identify who can approve a refund, replacement or another remedy.
Bookings and customer follow-up
Assist with booking requests, changes, service information and feedback collection. Confirm an appointment or other action when the relevant system or responsible team has accepted it.
Urgent service enquiries
Define the issues that require urgent attention and the contact route for the responsible team. Use that escalation process for service disruption or time-sensitive customer requests.
Zalo OA and HeroDash
Bring Zalo conversations into the support team's inbox
A business can authorize its own Zalo Official Account (OA) in HeroDash. Messages then appear in the HeroDash inbox, where agents can read and reply to customer conversations. A business line can connect more than one OA.
Connect your business account
Authorize the Zalo OA that your business uses and agree who will handle its customer conversations.
Handle the enquiry
Agents read and reply from the HeroDash workspace. Include the product or service information they need to answer accurately.
Pass a complex issue to a person
An AI agent connected to the OA can handle basic enquiries. Complex questions can transfer to a human with the conversation history.
Follow the applicable message rules
Use the message type and permissions appropriate to the conversation. Zalo applies eligibility, timing and pricing conditions to OA messages.
For an order enquiry, give the agent the order reference and authorized access to the relevant system. Connecting an OA provides a conversation channel; order lookups and refund actions depend on the systems and permissions included in your setup.
Zalo's official customer-enquiry messaging guide (Vietnamese)Channels and coordination
Combine Vietnamese service with your existing operations
Vietnamese, English and Mandarin
Choose Vietnamese-English or Vietnamese-Mandarin coordination to suit the people managing the service. Agree the language of case summaries, team meetings and customer updates.
Phone and written channels
Plan phone, email, live chat and selected social channels together. Discuss Vietnam toll-free or local-number options, including Ho Chi Minh City and Hanoi, with routing and availability confirmed during setup.
A usable customer record
Keep the customer's request, order or booking reference and follow-up action in the case record. HeroDash supports ticket notes and custom fields that can help the next agent understand what has already happened.
Service management
Keep service information current
Customer service representatives
Handle Vietnamese conversations, update the customer record and follow the agreed support process.
Training and quality review
Prepare agents on your products and review conversations for accuracy and service quality. Update the guidance when policies or customer questions change.
Supervisors and project management
Coordinate the team's work, review recurring issues and bring unresolved requests to the responsible people in your business.
Planning questions
Questions before you start
Can our team manage the service in English or Mandarin?
Yes. Vietnamese-English and Vietnamese-Mandarin bilingual communication is available. Specify your preferred language for internal updates and day-to-day coordination.
Can you support customers through Zalo?
HeroDash can connect an authorized business-owned Zalo OA so agents can read and reply in its workspace. The proposed service needs to cover the accounts, permissions, messaging conditions and staffing you require.
Does connecting Zalo include automatic order or refund actions?
Order access and refund permissions are separate parts of the setup. When planning the service, list the systems agents will use and the actions they are authorized to take.
What affects the cost of Vietnamese call center outsourcing?
Staffing, contact volume, coverage, language combinations, channels and task complexity affect the proposal. Share those requirements so the quote reflects your service.
Across our teams
Brands supported by Callnovo
Plan your Vietnamese customer support team
Tell us about your customers, their preferred contact channels and the work you want the team to handle. Include Zalo OA requirements if they are part of your service.