The customer service of cross-border e-commerce has the characteristics of global, directness, immediacy, high frequency and online. Therefore, sellers of cross-border e-commerce platforms need to do a good job in customer service from these points. Cross-border e-commerce customers come from all over the world, and brands and consumers are generally in different countries. E-commerce customer service directly contacts global consumer groups and provides corresponding customer service. Online customer service, telephone customer service, etc. All require immediate response and reply after receiving customer calls and information, and email customer service generally requires a reply on the same day. In order to achieve excellent customer service, offshore enterprises need to emphasize that overseas customer service can achieve the following objectives:
1. Use professional customer service terms and good language skills to reply to customers in time.
2. Showing excellent service attitude and empathy will help to "smooth" customers' emotions.
3. Have a good understanding of products and solve problems for customers quickly and accurately.
4. In the process of pre-sales consultation, actively tap customer needs, shorten the hesitation time of customers' transactions, and improve customer conversion rate.
5. Respond positively to customers' questions about orders and logistics, properly solve after-sales problems of products, maintain long-term and stable customer relationships, prevent consumers from losing, and consolidate buyers' loyalty.