Doubting the customer's psychology, solving problems for customers, and dunning after consultation are all things that our customer service needs to implement one by one. In the final analysis, all kinds of skills need your customer service staff to become a good service staff.
How to improve the conversion rate of customer consultation?
Increasing the number of customers' orders is the key to improve the conversion rate of consulting.
The consultation rate formula is as follows:
Number of subscribers/total consultation volume = consultation conversion rate.
Through the formula, we find that there are two ways to improve the conversion rate of consultation, one is to reduce the total amount of consultation, and the other is to increase the number of users who place orders. But usually sellers don't want to reduce the total amount of consultation, so the most important thing to improve the conversion rate of consultation is to increase the number of users who place orders.
For an e-commerce customer service, it is not easy for customers who come to consult to pay for products willingly. After all, customers can choose this product and have the right and opportunity to choose other similar products.
I hope that my sales strategy and marketing means can effectively attract customers to buy, and I must be based on a sufficient understanding of customers' needs and psychology.
How can we accurately tap the needs of e-commerce customers?
The purpose of understanding customer needs is to turn the content related to customer needs into propaganda copy and marketing skills. Whether it is spontaneous marketing promotion or reply to customers who come to consult, they can accurately stimulate their desire to buy.
Find out what the demand is first, then consider the customer's demand. Need refers to the ability that people want to buy and are willing to buy a particular commodity. The key lies in "purchasing power" and "purchasing intention".
First, the easiest way to judge the purchasing power of customers, such as electronic customer service, is to judge the purchasing power of customers according to their past purchases, total purchases, consumption habits and other data. For how to make customers willing to buy, we need to find out the pain points of customers, that is, what kind of customers, under what circumstances, what methods need to be used and what problems need to be solved.
In addition to analyzing the existing customer consumption data, we can also collect information through questionnaires, interviews and social platforms. After understanding the pain points of customers, the next thing to do is to constantly enlarge the pain points of customers and the sense of urgency that needs to be solved, and then show the characteristics that their products can solve corresponding problems, thus attracting customers to buy. The above is all the contents shared by Tao Kai Bian Xiao, hoping to help everyone.