Taobao customer service encounters all kinds of buyers every day, and each buyer is different. If you want to improve conversion, you must improve service quality, serve buyers in a targeted manner, and solve their doubts. So what should a good Taobao customer service do? The editor of Laogao E-commerce will tell you this.
1. Passionate and professional service
You must respond to the buyer's questions as soon as possible. If the buyer cannot get a timely reply and has exhausted his patience, there will naturally be no further information. You can analyze their personalities based on the words of the buyer, and communicate with different personalities in different ways. You should also be very familiar with your own products and try to avoid using ambiguous words. Let buyers feel the enthusiastic and professional service of customer service and bring them closer together.
2. Solve the buyer's doubts
Because they cannot access the products, most sellers will have certain doubts about their babies. At this time, they will choose to consult Taobao customer service and solve their concerns through communication. If it is a new store, you must clearly tell the buyer that you attach great importance to credibility, so the baby is very guaranteed, but if there is really a problem, you will also provide free returns and exchanges.
3. Appeasement after ordering
Some customers may feel uneasy after taking the order. They keep the questions in mind whether the price is very suitable, whether the delivery time is very timely, and whether the quality is guaranteed. Then we need to give some comfort.
4. Actively treat unsold buyers
Some buyers do not pay immediately after taking a photo of the baby. If they still haven’t paid after a while, they can ask the buyer if they have encountered any problems and need help and treat them positively. Even if the deal is not completed in the end, we still need to keep a normal mind and treat the other party as a friend. The so-called "buying and trading will not be done, so that we can develop a longer-term future.
5. Keep communicating after receiving the goods
After the buyer receives the goods, do not urge them to confirm the receipt immediately and give an evaluation. This will leave a very bad impression. You can consider it from their perspective and ask them "Have you received the treasure?" and "Are you satisfied with the treasure?" and such help, after such communication, can invisibly guide them to evaluate well and perfectly complete the entire transaction process.
6. Old customer maintenance
Old customers are an important source of store traffic. Only by doing a good job of maintaining old customers can the store be more competitive among peers. The end of a transaction is to prepare for the next transaction. Sellers can send blessings on holidays, send event previews to old customers, carry out some activities to give back to old customers, and strengthen interaction with old customers. Only by operating with care can you grasp the heart of the buyer.
EN
CN
