3-minute manual response rate = (number of consultants-no manual response accumulated in 3 minutes)/number of consultants. The customer's messages in the consultation were answered by the manual customer service within 3 minutes, and the number of messages answered by the customer service within 3 minutes increased 1. Therefore, the response rate within three minutes is related to the number of consultants and the response speed of customer service, and has nothing to do with the waiting time of customers.
Every consumer who enters the store is very valuable, especially those who consult customer service. It is more necessary for every customer service to seize the opportunity and promote orders. At this time, the response speed of customer service is very important. Once it is too slow, buyers will be lost. Fast response and good service attitude are the important factors of store reputation and the key to improve store repurchase. The 3-minute response rate is not only used as an evaluation index of shopping experience star rating and merchant level, but also gradually used as a merchant registration condition for various traffic activities on the platform. If the response rate index is not up to standard, in addition to the above effects, the merchants will be dealt with according to the customer service management rules of the merchants.