For e-commerce sellers, what they like best is to hear the suggestions of buyers, because with this, it means that business is coming and sellers will be happy to receive buyers. However, many people now report that customer service is getting less and less attention, and there are questions and no answers. What should we do?
How to deal with the situation that Taobao customer service does not reply needs specific analysis, because the reasons why customer service does not reply are also diversified, and the handling methods are of course different.
1. The human customer service was not contacted.
This is the most common situation at present. In order to better serve merchants, Taobao has launched a robot function, which can replace manual customer service to some extent. As long as the frequently asked questions are well edited, we usually go to the store for consultation, and the robot is the first to reply to the information. One disadvantage of this function is that robots are not as resourceful as real people. If we ask questions carefully, robots can't answer them. At this time, the customer service will not reply and ignore people. At this time, as long as we input: manual customer service, there will be real customer service to help take orders.
2. There are too many customer service receptionists, or something is temporarily not in front of the computer.
Some big shops have a large number of inquiries and a limited number of customers, so the reply will be slower. People are in a hurry, and customer service won't sit still in front of the computer all day. If the customer is temporarily away from the computer and you just come to consult again, you will not be able to reply in time! If it is a relatively large store, this situation will generally not last long. The customer service will come back in a few minutes or ten minutes, and will reply when you see the information. There are also some small shops that have no professional customer service and part-time shopkeepers, and may not reply to information in time. Generally, if the customer service ignores people, you can wait patiently for a while. If there has been no reply, it is recommended to consider changing to another store.
3. There is something wrong with the professionalism of customer service, and I deliberately don't reply.
This kind of situation is generally rare. According to the normal situation, both the seller and the customer service invited by the seller should receive the buyer's consultation. After all, for customer service, if you can clinch a deal, you will increase your performance and get more commission. This is their job. However, some customers have no professional quality, or the store training is unqualified. They reply to information to see their mood, or see that customers have no intention to buy, especially when dealing with after-sales problems. As buyers, we can all feel this situation. Although the text is cold, it is intuitive, and the intention opposite the computer can probably be guessed. In this case, it is recommended to go directly and choose other stores to buy. If it is the communication of after-sales problems, it is recommended to contact Taobao Xiaomi directly to reflect the situation.
If it is an after-sales problem, contact customer service, and the customer service has not replied, or deliberately does not solve the problem, you can prove and complain to Taobao's manual customer service.