Customer service strategy: How to accurately grasp large waves of traffic on Tmall Double Eleven

　　With the coming of Double Eleven e-commerce carnival, Taobao buyers are also working hard to do a big move. In fact, the important thing about Double Eleven is the customer service department. If the customer service does not have time to receive customers, many potential potential customers will be lost. How should we operate the training for the customer service department?

　　Double Eleven is a festival that tests the professional quality of customer service the most. Because of the influx of traffic, customer service needs timely reply and good attitude.

　　Many stores, especially new stores, may not have experienced the baptism of Double Eleven. During Double Eleven, it can be said that it is the most serious period of year when the traffic is being fought for. If we do not respond to the customer in time, if we pay attention, the customer will be lost. Seeing another large wave of customer traffic entering the store, have you caught it in time? So how can we respond accurately when faced with large traffic visit consultation?

　　1. Customer service classification

　　From a professional perspective, there are many types of customer service positions, including pre-sales customer service, after-sales customer service, order-changing customer service, urge to pay, telephone customer service, etc. This key is based on the situation of one's own store. Small and medium-sized sellers can divide the customer service into pre-sales customer service and after-sales customer service. It depends on the size and staff cost of our store.

　　2. Customer service schedule

　　Due to the large amount of consultations during Double Eleven, customer service cannot fight alone, and the schedule must be prepared between several customer service providers. Ensure adequate sleep and energy, especially night shift customer service. If you are busy all night, you also need to make up for your sleep and rest in time.

　　3. Comprehensive understanding of store activities

　　After dividing the customer service types, we need the customer service to have a comprehensive understanding of the store’s entire Double Eleven activities, and it is best to be familiar with the content of the event. Because the task of customer service is not just to simply answer customer questions. We also need to explain the content of the store activities during Double Eleven. Some customers do not look at the activities in the store when they enter the store, and they are used to asking the content of the customer service activities directly. When encountering such customers, customer service should also introduce each activity with ease. At the same time, after understanding the event, customer service can recommend suitable products to customers better and more quickly. You should know that our customer service is not as simple as answering questions, and we are particularly important during Double Eleven. We are the main sales force in Double Eleven stores. A good sales can even double the average customer price. Therefore, don’t simply think that we are just a small customer service role.

　　4. Understand the product

　　For us small and medium-sized sellers, this step is basically a store run by ourselves and we already have a good understanding of the products. If the store originally had a fixed customer service, we don’t need to put this step on the agenda. But if you find foreign aid and hire temporary customer service, you need to let temporary customer service understand the product first. Especially for products such as clothing, shoes and hats, what size customers wear, what colors they wear, what colors they have, etc., so that customer service can have a basic understanding and can give answers in a timely manner when customers consult.

　　5. Do a good job in store self-service shopping

　　To do a good job in the store’s self-service shopping process, we can use digital reply methods to guide customers to conduct self-service shopping and improve buyers’ ability to solve problems by themselves. This can help customer service save a lot of energy and is also a convenience for customers who like to place orders silently.

　　6. Understand the official activities

　　It is far from enough for the store customer service to understand the activities of their own store. We also need to master the official activities and official gameplay. For example, last year's activities that cost 300 or 300 are all things we need to know.

　　7. Make quick phrases and automatic replies to common questions

　　This is also another big trick to save customer service typing time. Predicting customers’ common questions in advance, setting up quick phrases and automatic replies can allow customers to see answers to their questions in a timely manner, effectively reducing the pressure of customer service to respond. When customers enter the store, they can first set up the content of automatically replying to say hello. Predict what customers may say when entering the store in advance and set up automatic reply. But we need to note that our automatic replies must be rich and humane, and we cannot repeat them in a single paragraph, otherwise it will be counterproductive. The first content that customers consult in the store can also be set as the main event content of my store, but remember not to be too long, otherwise it will easily make customers disgusted.

　　8. Add pictures of the main product activity products in advance

　　In order to improve service efficiency, we need to add pictures of the main products and active products to Wangwang Expressions in advance. When the customer asks about the main products, we can quickly find and send them to the customer from the expression. At the same time, our customer service must prepare the related sales of the main products in advance. We must know which one is suitable for matching and what to do, and enter it into the knowledge base and make special marks. This makes it easier for us to find the matching products when answering questions to customers in time to increase the number of customers’ purchases. Complete recommendations can also increase the number of available purchases and increase the average customer price.

　　9. After-sales comforting speech

　　After-sales service during Double Eleven is also a part that we cannot ignore. It is also very necessary for after-sales customer service to edit the customer service speech in advance. The customer service rhetoric mentioned here is mainly aimed at the comfort of customers. When customers have bad emotions, after-sales customer service needs timely comfort, so as not to let customers give bad reviews to the product because of the untimely response and improper handling of our customer service. The editor will list three comfort contents for reference. For specific comforting words, we can edit them in advance according to the characteristics of our store.

　　1. I am very sorry, please don’t worry. It may be that our previous service was not done well, so we express our great apology to you for this.

　　2. Dear, hello, what problems did you encounter? Can I help you properly handle them?

　　3. Hello, the products you took have been shipped. Because the sales volume during Double Eleven are too large, your express delivery information has not been uploaded yet, or the upload information has not been updated in time, please wait patiently.

　　In specific terms, the editing method should be based on the customer's perspective and sincerely apologize and actively solve the problem. The expression should be tactful and the attitude should be gentle.

　　The above are the things that our customer service needs to pay attention to during Double Eleven. As the main force of sales, we must make comprehensive preparations to face the battle during Double Eleven. When the Double Eleven traffic arrives, we can serve every customer in a timely and fast manner.