How many customers does Taobao receive?
1, customer service reception analysis
(1) Number of people consulted: the total number of customers who consulted our customer service within the selected time; Number of consultants = number of receptions+number of receptions.
(2) Number of customers received: the number of customers received by the customer service within the selected time (excluding filtered customers).
(3) Inquiry quantity: the number of inquiry customers received by the customer service within the selected time; Customers who inquire about orders refer to customers who come to consult when placing orders (data must be delayed 1 day).
2, customer service sales analysis
(1) Sales Amount: the amount paid by the customer who traded through this customer service within the selected time.
(2) Sales volume: the quantity of goods paid by the customers who made the transaction through the customer service within the selected time.
3, Taobao customer unit price analysis
(1) Customer unit price: the average amount of goods purchased by customers who trade through this customer service service; Customer service unit price = customer service sales/customer service sales.
(2) Number of customers: the average number of goods purchased by customers who trade through this customer service service; The number of customers of this customer service = the sales volume of this customer service/the sales volume of this customer service.
4, the success rate analysis
(1) inquiry sheet->; Next Day Payment Success Rate: Query Form-> Next-day payment success rate = number of people paying on the same day or the next day/number of people inquiring about bills (data must be delayed 1 day).
(2) inquiry sheet->; Final Payment Success Rate: Query Form-> Final Payment Success Rate = Final Payer/Inquirer (this data must be delayed by 4 days).
5, work situation analysis
(1) Q&A ratio: number of customer service messages/number of buyer messages.
(2) Response rate: Wangwang customer service personal response rate = number of customers who have responded/number of receptions = (number of receptions-number of people who have not responded)/number of receptions.
(3) Number of unresponsive people: The number of unresponsive people refers to the number of customers who are judged to be unresponsive among the customers received by this customer service.
(4) First reply time: the average time for the customer service to reply to the customer for the first time.
(5) Average response time: the average time for the customer service to reply to the customer each time.
(6) Average reception time: the average time for this customer service to receive each customer; Average reception time = total reception time (excluding the time period exceeding the longest waiting time)/number of customers who have replied.