Want to do a good job in the 618 promotion? Don't fight unprepared battles! Teach you how to let the customer service department cooperate with short video live broadcast to create results!

One-third of the time has passed in 2021. I wonder how the performance of all e-commerce bosses is? Some bosses may have made a fortune, but many bosses have just begun their performance this year. But you all e-commerce bosses don’t have to worry, because the e-commerce people’s big promotion 618 is coming soon! I believe that this wave of activities will definitely give all sellers a perfect end in the first half of 2021! Here, Laogao’s e-commerce circle specially invited e-commerce customer service practical lecturers, 14 years of experience in e-commerce customer service positions, and practical management of 2,000 Taobao stores’ customer service departments to help all bosses manage the customer service department before the start of 618!

First of all, let me explain to you the punishment rules of the most popular Douyin platform for short video live broadcast: I would like to remind you that when there are too many fines, your performance is not enough, because your profits may not be enough to resist your fine amount, so be sure to be cautious about the operation of Douyin store.

There are four main situations in the areas where TikTok Store’s fines are severely affected:

1. Those who have not responded in 3 minutes will be deducted 100;

2. If you queue for more than five minutes, you will deduct 100;

3. If you don’t reply offline, you will be deducted 500 per time;

4. If the quality of the reply within a week is not good, it will be deducted 100.

Here is a negative case that you can tell you. If you refuse to refund without the customer’s consent, then the fine for one wrong order will be 500. There was once a store that refused to refund the money was fined more than 50,000 yuan within a week, so everyone must be careful about the operation of the Douyin store.

Then some sellers may ask, are there any reception skills? Yes, if no one comes in, they will be in line. After replying, it will take 2 minutes to press the end of the conversation before a new buyer will come in.

Next, let me explain three questions to you:

1. Things to note before live broadcast;

2. How to assist anchors in selling goods;

3. Beware of factors that affect conversion rates in the live broadcast room.

1. Before live broadcast, the customer service department must understand all matters about live broadcast, including but not limited to:

1. Products participating in the live broadcast: which specific models of products participate in the live broadcast, the specifications of the product, the quantity of products, how many spots are there, which warehouse to ship, etc.;

2. Live broadcast time: warm-up time, deadline, live broadcast time, delivery time, etc.;

3. Prices, discounts, and coupons for live broadcast products: promised prices, price differences, freight insurance, and coupon usage conditions. Never have different calibers or falsely reported prices;

4. Gifts and after-sales guarantee: How many gifts are there and how the conditions for gifts are generated, and you must also remember the conditions for return and exchange.

2. How to assist anchors in selling goods?

1. All commitments such as price, delivery time, inventory, etc. are consistent and unified;

2. Customer service and anchor remind each other of their use permissions and conditions;

3. Note the benefits and gifts of fans;

4. Teach customers how to watch live broadcasts (watching methods, time, and ordering methods)

5. Cooperate with fans to stay in the live broadcast room (interaction, speech attraction)

6. Special display requirements (must be targeted)

7. The difference between welfare between live orders and non-live orders

8. Guide buyers to watch live broadcast room

9. Distribute coupons in large quantities before live broadcast

10. Supplement and introduce the product

11. Understand the anchor (you need to cooperate with the anchor's status. If the anchor is very enthusiastic, then the customer service must also be very enthusiastic)

3. Beware of factors that affect conversion rates in the live broadcast room:

1. Customers falsely report live broadcast prices (you need to verify whether the price quoted by the customer is consistent with the price given by the anchor);

2. Conflicts cannot be superimposed;

3. What the anchor says is inconsistent with the internal notification;

4. Check with the anchor and do not have information gaps in the middle;

5. The customer store had to watch the actual shooting, but he didn't see it when he went to the live broadcast room;

6. If the live broadcast expires, you cannot enjoy the event, which leads to dissatisfaction;

7. After the store activity changes, the main picture of the shopping bag in the live broadcast room has not changed, resulting in customers not buying it;

8. The clothes in the same link are inconsistent with the anchor’s color;

9. The live broadcast price needs to be rebated by the price difference; customers are worried;

10. There are no special notes for the live broadcast event, which leads to after-sales problems;

11. The wrong method of placing orders in live broadcasts has led to the lack of distinction between benefits;

12. Exaggerate description;

13. Complaint the anchor;

14. The pace is too fast;

15. The anchor has a poor image;

16. The anchor is not passionate or too excited.

The above 16 situations are all factors that will affect the conversion rate of the live broadcast room. Please be careful when e-commerce sellers.