You can think of it as an exam. If you pass, the platform will give you corresponding rewards. If you don't pass, of course, there will be punishment.
The higher the ranking of weather vane, the more rights and interests of JD.COM Empowered Stores, including rich rights and interests such as search weight, traffic tilt and activity reporting. To help businesses and stores grow.
The weather vane consists of five parts: user evaluation, customer service consultation, logistics performance, after-sales service, transaction disputes and * * *, which we can all see in the background ~
On this basis, the opening of featured service products in "assured purchase" will have corresponding weather vane bonus points, and the more projects are opened, the more bonus points will be obtained.
Why is the weather vane so important? Because it directly affects whether you can pass JD. COM Good Shop ",I have met many business friends, and their other indicators have passed, but they are stuck in the weather vane, resulting in no LOGO of JD.COM Good Shop at the front end of the shop. How can the conversion rate be high?
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How to improve the weather vane
If you want to improve the weather vane, you must improve it one by one according to those five components. This is the most direct way, and then share your exclusive skills with you.
After-sales problem
Many businesses are faced with problems such as low after-sales service score, too many returns from stores and too long service time, which will reduce the after-sales service score.
1. It is suggested that merchants do a good job in customer service division, refine work arrangements, and specially arrange after-sales customer service to improve after-sales specialization and speed up after-sales processing.
For the replacement order, arrange customer service to make a phone call back, so that customers can give favorable comments after the replacement.
After-sales service duration is data from 1 day to 30 days before evaluation, and return satisfaction is data from 1 day to 180 days before evaluation. Let the customer service know the periodicity of data assessment, control the audited orders, and do a good job of after-sales work within the assessment time.
2, the return rate quickly improve skills:
You can contact the customer by phone and tell him that it will take a long time for the platform to review the return. Customers are advised to return the goods they have received and place an order again, so that they can get the goods quickly.
If it is because of quality problems, you should sincerely apologize and give gifts or coupons, which can be used directly when placing an order. As long as we convey convenient and preferential information to customers, they can easily follow our operation.
Logistics problem
There are two indicators to measure the store logistics score, namely, the merchant's collection rate on the same day and the order arrival ratio on the next day. Most of the low scores are due to the following reasons: out of stock, late delivery of orders and unstable quantity.
It is suggested that it is best to put the products into the cloud warehouse, or use SF Express, and pay attention to the storage and distribution speed.
1. What if the product is out of stock?
You can send gifts to customers first, that is, the logistics of delivering the goods first and then filling in the gifts. Then inform the customer that the logistics of the goods has been delayed and will be delivered in a few days.
2. What if there are too many orders and the delivery is slow?
Deal with the order first, fill in the single number and leave the warehouse, and then deliver the products. If it is an activity, report it to the category operation or platform in advance.
User evaluation
Few people will take the time to evaluate the goods after buying them, unless they are guided by the merchants.
JD.COM gives merchants the channels of exposure and display, such as subtitle, details page and customers. Merchants can indicate in the subtitle:
Praise you can contact customer service to receive a gift package from the store, or enjoy a second discount from the store. These are all ways to guide customers to give praise.
customer service
The weather vane's assessment of customer service is mainly the 30-second response rate, and the pure Xiao Zhi reception is counted in the 30-second response rate. In fact, we'd better reply the message within 10S, which can reduce the customer churn rate.
Merchants should pay attention to training the reception skills of customer service, write some common words in advance, or use them as performance appraisal of customer service, reward for doing well, and punish for not doing well.
Transaction dispute rate
If consumers have problems before, during and after sales in shopping centers, businesses need to actively deal with them and try to avoid disputes, which can reduce the occurrence of disputes.
The above are the skills to improve various weather vanes. In addition to skills, businesses should also enrich store traffic channels, advertisements, search, content and so on. At the same time, increase store sales, and better empower stores to grow up to meet the standards of wind vane.