When traffic gathers on Double Eleven, the number of consultations will definitely be over. If Taobao customer service is not prepared, it is equivalent to half of the failure of the Double Eleven event. If the buyer cannot be responded to quickly, the seller will basically run away every second, so sellers also need to have corresponding countermeasures. Let me share with you how Taobao and Tmall customer service should prepare for Double Eleven?
1. Store activities
The activities on Double Eleven are varied. You need to understand your own activities. Customer service should provide training and understanding of the activities in advance. Before Double Eleven comes, there will be a preheating and hype activity. Although the intensity of the activity is not as strong as that of Double Eleven, for the idea that some customers are unwilling to join together to buy together on Double Eleven, customer service should also prepare speeches in advance to guide such customers to place orders and trade. This will not only alleviate the consultation pressure on Double Eleven on the day of Double Eleven but also play a role in awakening customers' willingness to purchase. The words can be referred to as follows:
"Dear, Double Eleven is approaching. Avoid too many online purchasers on Double Eleven that cannot get inventory and orders increase rapidly. You can take a look at our preheating activity. In order to provide feedback on customers' support for our store, the preheating intensity is also very good. Dear, you can place an order early, and we will arrange it for you as soon as possible~."
2. Automatic reply
For a reception communication, the most important thing is the golden six-second response time. It means that a reply will be given within six seconds from the start of customer consultation. On Double Eleven, online consultation of customers can be said to be several times that of usual, and the pressure of customer service reception also increases. Therefore, how to retain customers waiting for consultation to a large extent must consider the automatic reply from the system. You can set up a robot and write the answers for some activity information and unable to reply, and the robot will make an intelligent reply according to the keyword grabbing. It can also automatically reply by ordinary systems, and also enter the question keywords and answers on the system in advance to make an intelligent reply. The meaning of automatic reply is to avoid having an ignored psychological effect on customers and guide customers to place orders by themselves, alleviate the reception pressure of customer service staff and increase the order rate. The words can be referred to as follows:
"Dear, there are many people inquiring at present, please don't worry. You can leave your questions first and continue browsing other treasures in our store. You will answer them one by one after you see them~ [Naughty expression]";
"Dear, why can there be fewer big events when Double Eleven comes? Our event has XXX, and the event will not be held once a year. If you like it as soon as possible, otherwise the baby you like will be snatched up~ [Naughty expression]".
3. Personnel allocation
One person has limited power, but the power of a team is infinite. A customer service team with clear division of labor can fundamentally reduce the reception trouble rate and also reduce the subsequent after-sales rate. So how much division of labor is required for a big promotional customer service team like Double Eleven? Let's take a look together
(1) Pre-sales customer service
The one who always stands at the forefront is pre-sales customer service, responsible for customers entering the store to greet and receive, as well as answers to questions and answers to activities, product basic knowledge, etc. The words can be referred to as follows:
"Dear, hello, I am customer service XXX. I am very happy to serve you. What can I do to help you?"
(II) Change the customer service
The most common thing on Double Eleven is that customers place orders at speed. The easiest thing to ignore is the order error caused by the size, color address. The existence of the order change customer service is to reduce the pre-sales customer service and then modify and delay the response time. As the name suggests, the order-changing customer service means that the order is modified and returned to the correct attribute information for the customer, which is equivalent to being sold. This type of customer service is not in a hurry to speed, but requires quality. The words can be referred to as follows:
"Dear, hello, I already know what you mean. I will modify it for you now. Please wait a moment and I will send it to you again after the modification. Please cooperate~"
(III) After-sales customer service
There will inevitably be refunds on Double Eleven. This is nothing more than that the customer fills in the wrong attribute and is eager to modify it and directly applies for a refund and remake. In terms of refund speed, it is fundamentally a solution to the urgent needs of customers, so that customers can get an excellent shopping experience before continuing to shop. The words can be referred to as follows:
"Dear, hello, first of all, thank you very much for your choice and support for our store. We have understood what you mean. Now we will handle the refund for you. Please choose to take a wrong shot or other options for more convenient handling. Thank you~."
(IV) Other customer service
This may not be clear to everyone. This means that in addition to the three customer service divisions mentioned above, there are also customers who also attack customers. For example, when it comes to price bargaining and product doubts, they all need a patient customer service to make a careful and serious response. If only such customers are handed over to pre-sale customer service, it may cause a customer to be dissatisfied with the service attitude and thus lose customers. This type of customer bargaining on Double Eleven does not have great hope for the success of bargaining. It is more of a feeling that people need to push, so they can veto it very tactfully. The words can be referred to as follows:
"Dear, hello, first of all, thank you for your choice and support for us. The price of the Double Eleven event can be said to be unavailable for a year, and the strength is also feedback that the public's support has been reduced to a high level of popularity. In the case of preferential prices, we still have quality assurance and high cost-effectiveness. You can buy it with confidence. The quantity is limited, and you must start your favorite products as soon as possible. If you slow down, you may get it for other customers."
That’s all about the above content. I hope everyone can make sufficient preparations to face Double Eleven!
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