Inquiry refers to the inquiry about products or services made by customers to suppliers, usually in the form of email, telephone or online chat. The purpose of inquiry is to obtain detailed information, including product specifications, price, delivery time, etc. So that customers can make a purchase decision. Inquiry is usually one-to-one communication, and the customer dominates the content and process of communication.
TM consultation refers to consulting services provided through online chat tools (such as Tmall and WeChat). TM consultation is usually initiated by customers, who can ask questions about product features, usage and after-sales service. Different from inquiry, TM consultation pays more attention to immediacy and interactivity, and customers can communicate with consultants in real time and get faster replies and answers.