Friends who have done online customer service should know that there is prime time to reply to customers. If you don't reply within prime time, customers will feel impatient and distrustful. Therefore, quick reply is very important for online customer service. If you want to leave a good impression on customers, you must reply to customers in a short time.
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Second, understand the customer's needs and close the relationship.
For online consultation, customers have different needs, and different customers must have different business needs. This requires online customer service to quickly identify customer information, understand the real needs of users, quickly provide solutions and solve problems, and show excellent professionalism.
In the face of customers who are not in a hurry and want to know more service information, they need to answer customers' questions patiently, and at the same time try to use the names of "Mr. Wang" and "Ms. Li" to close the relationship between the two parties.
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Third, treat the customer as a friend and put yourself in the other's shoes.
Online customer service must pay attention that customers should not be advised to buy expensive but not necessarily suitable products in order to create high turnover. If this behavior distrusts customers, it will not only affect customers' second purchase desire, but also damage the reputation of the whole enterprise. Therefore, online customer service should put itself in the customer's shoes like a friend and provide customers with objective and comprehensive suggestions.
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Fourth, be organized and answer customer questions one by one.
Under normal circumstances, online customer service may serve multiple customers at the same time, and some customers will be anxious and hope to get a reply as soon as possible. Therefore, at this time, the customer service staff must not show impatience, but try their best to comfort customers and patiently answer them one by one, so that the answers are more organized, and at the same time, it can reduce the waste of time caused by customer rear-end collision and realize efficient communication.