Shopee Cross-border丨The “Triple Kill” of Customer Service?

There are still 5 days until Double 11. The days before and after the Double 11 promotion are the busiest time for e-commerce sellers. For some novice sellers, they really have to be both store managers and customer service staff. I'm afraid they are too busy. But you see, the trend of explosive orders is waiting for you.

In addition to the requirements for product quality and delivery speed, Double Eleven is also a huge challenge for customer service. The traffic brought by the festival itself will also pour into the store in large quantities, requiring timely responses and good service attitude from customer service.

At this moment, in addition to considering the explosion of orders, the conversion rate of the store also needs to be considered~

Poor customer service will directly affect the sales of store products and is crucial to the store's conversion rate. Many buyers like the product, but because of the poor service attitude of the customer service, they directly give up the purchase, and those who do not reply to messages in time will also look for other similar products to place orders. So if you lose points in customer service, it is too much of a loss...

Today I will tell you what customer service should do before a big sale, and take a look at the “three kills” of shopee customer service!

1. Familiarity with the product

Only by being familiar with the properties and features of the product can you respond more comprehensively and flexibly to questions from buyers with different characteristics. When communicating about the product, you need to introduce the product to the buyer professionally, and choose different words for different buyers. For customers who understand the product, provide more professional words, and for customers who are unfamiliar with the product, after using the professional terms, explain it a little more to make it easier to understand.

After introducing the products, you can talk about the store’s promotions. If there are products that need to be purchased together, you can also recommend them to increase customers’ desire to buy.

2. Set up quick replies and automatic replies

Quick replies and automatic replies can help customer service save a lot of time, and also allow customers to see answers to their questions more quickly, such as: courier type, delivery time, whether the product is one size fits all, height and weight recommendations, etc.

When customers see the product or enter the store, you can set a greeting to increase the sense of intimacy between you and the customers, for example: "Dear, I'm here. Do you have any questions you would like to ask?"

It should be noted that automatic replies cannot be set up just for the sake of replying. They must have a certain degree of humanity and richness. This can enhance mutual goodwill and encourage customers to place orders successfully.

PS: Automatic replies should not be set too long or too many, otherwise it will cause customer disgust. If allowed, it is recommended to communicate with the seller in a real way, which can increase sincerity with the buyer.

3. The response content exceeds the customer's expectations

If you look through the chat records between most buyers and customer service, you will find that most of them are in the form of question and answer, which lacks the sense of interaction with buyers and cannot increase buyers' desire to buy.

Correct example:

Customer: What is the largest size of this dress? Can a child over 8 years old wear it? What size is more suitable?

Customer Service: Children around 8 years old gradually develop their own ideas. If they like loose-fitting clothes, size XX is recommended. If they like a slightly slimmer fit, size XXX would be more suitable.

Answers like this usually take a while to answer, but the results are still very good. You can write them down in case you need them later.