Similarities:
You can participate in activities through it.
Difference:
1, Taobao Xiaoer doesn't charge any fees, but Taobao Tianxia Xiaoer needs to pay.
2. Taobao Xiaoer will not take the initiative to contact sellers or buyers, but Taobao Tianxia Xiaoer will take the initiative to contact powerful sellers to participate in activities.
3. Taobao Xiaoer is the floorboard of Alibaba Group's Taobao customer service team, which refers to Taobao customer service. You can contact Taobao page to solve problems in the process of buying and selling Taobao websites. Taobao Tianxia Xiaoer is Taobao Tianxia Media Co., Ltd., jointly funded by zhejiang daily press group and Alibaba Group, which mainly promotes Taobao Tianxia products.
First, Taobao Xiaoer is the floorboard of Alibaba Group's Taobao customer service group, which refers to Taobao customer service, commonly known as Taobao Xiaoer and Shop Xiaoer. Employed and managed by the headquarters Alibaba Group, the specific work includes:
1. Pre-sales consultation reception:
1) Respond to customer information enthusiastically, timely and professionally through Taobao Want Want and other customer service platforms or telephones, answer questions related to services or commodities, and reach a happy transaction between the two parties;
2) According to the knowledge of smart device information and product information, recommend to customers and provide one-stop booking service for customers;
3) Cooperate with the planning and operation of store-related marketing activities.
2. Processing of sales orders:
Assist in handling daily store channel orders, confirm orders in time and complete delivery after customers place orders.
3. After-sales maintenance service:
Handle regular returns and refunds, solve customer complaints and dissatisfaction, follow up and deal with bad reviews in Taobao, follow up after-sales visits, and maintain the reputation of the store.
Second, Taobao Tianxia Xiaoer: Taobao Tianxia Media Co., Ltd. is jointly funded by zhejiang daily press group and Alibaba Group, and is marked by Taobao Tianxia employees. They are all real Taobao Tianxia Xiaoer. Taobao Tianxia Xiaoer mainly recommends Taobao Tianxia products, and can decide whether to order according to the demand.
Extended data:
Taobao customer service main work content
1. Answer customers' questions, such as product materials, dimensions, delivery time, etc.
2. For customers who arrive at the store but don't place an order, take the initiative to consult, further increase sales, and record customers' concerns, and encounter the same problem in the next sales.
3. After the customer places an order, check the delivery address to make the customer feel intimate and reliable, and remind the buyer to praise after receiving the goods. After 3 days, contact the buyer to confirm the receipt.
4. Maintain the affection between old customers. In case of holidays, take the initiative to bring care and attention to old customers, especially when the store is doing activities or going to new stores, you can remind old customers to come and have a look, and there are discounts.
5. Handling of after-sales problems. How to politely refuse unreasonable customers; How to comfort buyers who are reminded; How to contact the buyer with bad reviews to modify or delete bad reviews?
6. Check the orders that have been placed but not delivered in the background in time.
7. Feedback the sales situation of the store baby to the store operation in time, and formulate corresponding operation strategies.
Judging whether Taobao Xiaoer is true or false
1. There will be an obvious orange sign in the Want Want message that the official Xiao Er wants to chat with you. Under normal circumstances, the official Xiaoer will not take the initiative to contact customers through Want Want, nor will he ask for customer information and any password; If I contact you, please confirm Want Want's logo first.
2. Want Want, a real official Taobao employee, has a row of yellow tips under his name: "Taobao Xiaoer", "Alipay Xiaoer" or "Alibaba employee"