A few simple tricks, double 11 customer service order reception efficiency is increased by 2 times

Speaking of customer service reception skills, it is actually how to quickly establish links with customers through the skills of existing tools and quickly solve their problems. Everyone knows why Double Eleven is so popular, why so many people have to buy things on that day, even if they don’t need much now, because that day, they have to buy some at a low price. It’s a bit slower and you can’t get it. So basically 60% of customers on that day will place orders directly (placing orders directly without consultation). The remaining 40% of consumers ask some very simple and the same questions. In the next sharing, I will talk about this to you. So as a qualified customer service, or a customer service with experience in taking orders on Double Eleven, you must first understand what their most important problem is: delivery time? Product quality? After-sales service? Then, the answers to the questions must be prepared in advance.

The following operating details can quickly improve the effect:

1. Necessary settings of Qianniu workbench

1. Personalized automatic reply

2. Quick reply comprehensive settings

Cases of automatic event response

Quick reply case

These two are the basis for all customer service to learn to operate. Automatic reply can quickly let consumers know what activities your store is doing, what rules, etc., which is clear at a glance. Even if the customer service fails to reply in time at this time, customers can still read it by themselves through the activity link.

Quick reply is to solve the problem that consumers are asking the same question and have the same answers, such as when to ship the goods and what express delivery to ship, all of which answers are the same answers, so you can answer them immediately with quick reply. If these two students who don’t know how to set these two, please join the group to receive the setup steps.

2. Personalized order urgency

During the Double Eleven event, many customers are busy buying and will not pay after placing an order. If the store customer service does not promptly urge payment, many orders will be lost. The method of urging most customer service staff is to send text messages or Wangwang to all unpaid customers: "Dear, the baby you took has not paid yet, and the quantity is limited. The earlier you pay, the earlier the shipment will be shipped! If you have payment problems, please consult customer service!" Facts have proved that this method is not high in urging payment. Here we recommend a more personalized urging method.

First, set a certain dimension and differentiate the unpaid orders. The following three dimensions are recommended:

1. Buyer attribute dimensions: non-member, ordinary member, senior member, VIP, Supreme VIP;

2. Product attribute dimensions: drainage goods, profit goods, active goods, and exclusive goods;

3. Category dimensions: underwear, seasonal clothing, special categories (seamless underwear, down, sweaters, etc.);

These three dimensions can be freely combined, and different copywriting can be written for different combinations, and then corresponding payments can be done.

If it is a small order, no urgency can be made. If it is a large order, we can determine that the customer forgot to pay or delayed payment. Then we can make reasonable combinations of the above dimensions to make payments, and make phone calls when necessary.

Here are a few sets of commonly used and effective SMS payment templates:

Commonly used valid SMS payment templates

Warm reminder: The dear order has not been paid yet. To ensure that your beloved baby sets off and arrives smoothly, remember to pay as soon as possible! If you have any questions, please consult customer service and wish you a happy life!

Classmate XX, the baby you purchased at XX is waiting for you to pay! Pay before 6 pm today and enjoy the same-day delivery, and there will be surprise gifts~the quantity is limited until the delivery is completed!

Dear XX, XX friendly reminder: Your order at XX store has not been paid yet! If you really forget it or encounter other difficulties, please harass the online customer service MM!

At the same time, there are certain skills in the time period. If you grasp it well, you will make the payment reimbursement effect a step further:

3. Phone urge to pay

Telephone payment can be used in some specific activities, which are relatively limited-time activities or purchase restrictions. Some large-scale ones such as Double Eleven and Double Twelve, depending on the situation. If the amount is relatively large, you can choose to use telephone payment. If it is a small amount, there is no need for this. To make phone calls effective, in addition to the sweet and clear voice, you must also know some communication techniques, otherwise it will be counterproductive. So, below has compiled some common words for telephone communication, hoping to help everyone. The following are some commonly used words. Due to page reasons, you can directly join the group and ask the administrator for other payment instructions, which is very comprehensive.

You must pay attention to the time when urging the payment. You must call it after 10 o'clock in the morning. You can find it between 12:30 and 13:30 noon, you can call it after 15 o'clock in the afternoon, and you can call it after 20 o'clock in the evening. These times are summarized by our long-term call call. You must call it when the customer has time, otherwise the customer will be emotional and unwilling to listen to you.

4. Shipping reminder

Shipping speed is a topic that customers are very concerned about during Double Eleven. If you can notify your buyer as soon as possible after delivery, they will definitely leave a great impression of your store. Generally speaking, the shipping reminder can do this: send a text message or a Wangwang message to thank the customer for purchasing, attach the three contents: delivery information (must have a waybill number), express company name and logistics query link, and remind customers to consult customer service if they have any questions.

Summary: Large-scale activities on the Internet, such as Double Eleven, Double Twelve, are relatively concentrated in traffic, and come very vigorously. Usually, a customer service may receive orders at most a few dozen a day, and it may increase by 10 times on this day. Therefore, customer service must develop some quick phrases or convenient methods for reception from time to time. Don’t develop the habit. At that time, nearly 100 people will come to see you at the same time and you will be confused. Your mind is blank and you will be flashy. If you want to know more about customer service, you can join the Wangwang group to receive some practical words. Finally, I would like to remind you: Consumers in major events will not ask in-depth questions. They are basically simple and common questions, so you must prepare in advance, so that the order acceptance efficiency will be greatly improved!

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