I. Response rate
The response rate of Pinduoduo merchants will directly affect the weight of a Pinduoduo store. If the customer takes the initiative to consult the merchant, if the merchant responds too slowly, the weight of the store will be lower. On the contrary, if the merchant's reply is very timely, the weight of the store will increase to a certain extent. Calculating the response rate of merchants is to calculate the response rate of manual customer service, but everyone needs a rest.
Therefore, when calculating the response rate, Pinduoduo platform is more user-friendly. Although many Pinduoduo merchants have huge customer service teams, they will divide all customer service into three classes and serve customers 24 hours a day.
However, most of the merchants with a lot of products are small and medium-sized shops, which can't reach such service quality. Especially at night, most shops in Pinduo have no customer service staff.
Therefore, Pinduoduo platform has a very clear time division when calculating the customer service response rate. In other words, the calculation of customer service response rate is limited to the customer service response rate within a certain period of time.
Every day from 8: 00 a.m. to 8: 00 p.m. 1 1: 00, Pinduoduo will count all inquiries initiated by customers like merchants in the response rate. After eleven o'clock, until eight o'clock the next morning, the consultation initiated to the merchants during this time is not included in the reply rate.
That is to say, as long as Pinduoduo merchants can reply to customers in time from 8: 00 to 1 1 every day, they can guarantee the reply rate of their stores.
Second, how to improve the response rate
As mentioned above, the response rate of a store will directly affect the weight of the store. The store weight in Pinduoduo represents the flow of a store. Therefore, it is very important to improve the customer service response rate of the store. If you want to improve the store's response rate, you must ensure that the store has customer service staff on duty from 8 am to 1 1 at night.
In addition, Pinduoduo platform only counts the response rate of manual customer service, while Pinduoduo platform does not count the automatic response of robots. Therefore, from 8: 00 to 1 1, don't rely on robots to reply, try to use all the manpower.
In addition, many Pinduoduo businesses will also receive a lot of advertising information, even if it is advertising information, Pinduoduo businesses should try their best to reply, otherwise it will also affect the response rate.