Check the response rate in the management background → more customer service → customer service data. When registering for the event, please check the response rate of 1 hour every day for 3 days before the event.
Effective response rate = total number of consumers who responded effectively/total number of consumers who consulted the merchant. Customers who consulted during 8:00-23:00 get a reply within 60 minutes.
Note: More than 100 people have consulted before the calculation and evaluation. Spam advertisements still need to be answered at present. Please report it in the upper right corner after replying casually. Can't you report activities if the customer service response rate is not up to standard? Therefore, merchants should reply to the consultation SMS in time. If there is too much harassment of advertising messages on that day, talk to each other to ensure that the response rate is above 50%.
Many businesses only know words, expressions, pictures, videos and so on. What happens manually is a manual reply. In fact, there are still many scenes that will be considered as manual replies. What scenes are considered to be Pinduoduo's manual reply?
Scene 1, Pinduoduo merchants send coupons; If Pinduoduo merchants send coupons to buyers, such as store attention coupons and customer service coupons, they can all be counted in the manual reply.
Scenario 2: Pinduoduo merchants send cards.
① Send commodity cards, buyer's show cards and spell cards to buyers, and send messages that spell cards are given away for free; (2) Send a micropayment card to the buyer;
(2) Click a single order and send a reminder card to the buyer (note: batch reminder and automatic reminder are not manual replies);
(3) Send the buyer a card that the merchant agrees to accept the return and the refund is successful.
Scenario 3: Pinduoduo merchants help to modify information.
(1) Notify the buyer of the audit result of the change of the delivery address; 2. Help the buyer to change the order price; (3) Help the buyer to modify the return order number; ④ Send a help link to the buyer; ⑤ Customer service helps to place an order and apply for after-sales.
Scenario 4: Pinduoduo merchants recommend goods/activities; Recommend goods to buyers. For example: browse today, browse history, products on sale, related products, recommended products and hot-selling products. You can also send cash back to the buyer, which is also a manual reply.
1, is it illegal not to reply to the account offline?
In the offline state, if there is no reply to the received message, it will be counted. I suggest you set up shunt or automatic reply to ensure the reply rate.
The platform will assess the response rate of merchants from 08: 00 to 23: 00 on the same day. If the store's five-minute response rate in the past 1 day is lower than the industry standard, it will be subject to the secondary restrictions of the store and the whole store will be downgraded.
2. Does the buyer need to reply when sending irrelevant information?
Hello, you still have to reply to the advertisement information.
In order not to affect your 5-minute reply rate, I suggest you report this conversation after your reply, and the platform will verify it.
3. What is the impact of low customer service response rate?
Dear, if the store's 5-minute response rate in the past 1 day is lower than the industry standard, it will be subject to the secondary restrictions of the store and the downgrade of the whole store.
4. How about inviting buyers to participate in the spelling?
Dear, when consumers come to consult, you can invite buyers to participate in other products being spelled in the store on the computer customer service platform. This is also a way to promote quick invoicing.
If you can reply in time, there will be more orders. The five-minute response rate is calculated from 8: 00 to 23: 00 every day. It is suggested that everyone in your store pay attention to the customer service tools during this period, respond to consumers' questions in time, and improve the five-minute response rate.