A, skilled operation of Niu Qian software.
First of all, be familiar with the software you use.
1. Learn to modify the foreground, change the priority of the attribute, and modify it in time when the customer sends it, effectively reducing our mistakes. You don't have to go backstage to change the color. The front desk should learn to "click on the small plus sign in the upper right corner, My Application-Transaction-Select the transaction to use. Generally, individuals recommend red rabbits/lovers/Puyun who change their colors and addresses. After the change, click the small plus sign to switch back to your favorite software first. If the price is modified, multiple treasures will be modified separately. (If there are five babies in this order to subtract 10 yuan, then each baby can subtract 2 yuan separately. Specific operation: click to change the price, which is in a preferential position -2. If there is -20 in front, subtract 2 yuan from -20, which is the preferential position of -22, so as to reduce it in turn, and click Save).
2. Backstage order viewing generally depends on the price details, whether the buyer uses coupons, and the reasons for the return application.
Familiar with the above software, it is more convenient to reply to customers, and the reply time will not be improved.
Second, the timeliness of the first reply.
When customers come to consult us, we must reply in time as soon as possible. Be sure to read the previous questions automatically, give timely and accurate answers, let customers know that our store has customer service to serve them, improve the credibility of our store and retain customers. We can reply "Dear: Hello! Yes /:_ What can I do for you? /:Girl, of course, it is also time-saving to directly reply to the customer's questions. Then, if the customer doesn't talk, you can also say "Honey, it's in stock, you can rest assured to buy it", and continue to guide the customer to ask questions and reduce the complexity of the reply. If you see the product footprint, you can also directly introduce the advantages and selling points of the product. It can greatly save our time.
Third, the improvement of typing speed.
The typing speed of customer service can quickly improve our response time, which is the most effective method. When the customer's problem needs more text explanation, we can send targeted text in sections to reduce the customer's waiting time and supplement the customer's problem at any time. Of course, simplicity is also good, not too cumbersome.
In addition, we can set words that can be used many times more effectively, and we can set them as shortcut phrases. If there is something good between colleagues, we can learn from each other, learn from each other's strengths, reply to customers more effectively and shorten the reply time. We should also skillfully use the Enter key in the position of the numeric keyboard, as well as some commonly used screenshot, copy and paste keys, which can save most of our time. Actually, I personally think that quick setup is very helpful.
4. Be familiar with store products
Every time we take over a store, we will get familiar with the store and get some information by reading the materials, but to understand the store more deeply, we need to sum it up carefully in the process of receiving customers. If you don't understand the question, you can ask our shopkeeper, or you can summarize it yourself in the after-sales question. Watching the buyer's show is a shortcut to get familiar with the product. If we are not familiar with the product and what the customer asks, we have to go to the page for details and let our colleagues answer, which greatly increases the waiting time of the customer. When we really don't know how to view the page, we can also wait first and then answer the customer's questions.
After we are familiar with the products of the store, we need to know what the customers see. What questions will customers ask about this product? How to answer more effectively? What problems do you usually encounter after sale? If you want to go to the customer, first introduce this baby to the customer, and then you can sell it. Answer the customer's questions carefully and ask as many questions as possible, so that the customer won't ask too many questions. It is also convenient to make a connection, increase turnover, reduce customers' questions, save less time for asking questions, better serve other customers and greatly reduce our service time.
V. Correct, Fast and Effective Settings
Fast response time is naturally a good thing, and good response quality is a reasonable skill. According to different products in the store, we can set appropriate words on the right, including the link, advantages, selling points, size of the style, characteristics of the fabric (thickness, hardness, etc.). ) and related associations. When all these are set up, we can answer customers' questions quickly and timely.
In addition, we open commonly used groups, which can be closed when not used, and then opened when used, which greatly reduces our search time. The size details of some goods can be added to the store expression, which can also effectively save your time.
Sixth, pay attention to the order of horizontal reply
As an outsourced customer service, everyone has two or three stores, and there will definitely be a lot of customer inquiries, which requires us to arrange the reply order more orderly and reasonable. Put the high-performance and high-flow ones in front, and don't turn them off after you reply. Then the second one is arranged in this order. When they reply, they will reply horizontally in turn. After seeing another store for a long time, reply first. In addition, some shops with low traffic suggest that you give priority to replying, because only a few people can cut down such shops after replying. When the traffic is heavy, you can reply once and do it again, which saves time. This is a horizontal reply.
There is also a shop where you can drag it to a fixed location. Don't pile them together. Consider replying to this store before replying to the next one. This is the most time consuming. You can arrange yourself to a fixed location on the desktop, so that Wangwang who clicks on this location knows that it belongs to that store, and it will be quick to reply to the customer instantly.
Seven, effective communication with the class
Seeing a store is not only our own, but also needs to work hard with Qi Xin in the opposite class. Things handed over by the owner should be handed over in time, and daily data should be paid attention to at any time. If it takes a long time to find out, you should communicate with the opposite class in time and strive to improve. You must have that awareness. The response time has improved, the number of customers received has increased, and the performance has certainly improved. Share the shortcut on the right with shift, which is convenient and quick to use. Only Qi Xin can make the store better.
Eight, to have a sense of honor and honor.
Attitude is everything. Have a sense of performance, improve the sense of reply time, and don't break the jar. That's it. The reply time is over. We can't bring it up. We should change our attitude in time and respond positively at ordinary times, so as not to be in a hurry at the end of the month. Improving response time is a gradual process. Everyone should pay attention to the data every day and adjust it in time. It's impossible to mention it in one day. We still need to do a good job in the front, so as to better grasp the time.
As a service industry, Taobao can save the cost of the store to a great extent by improving our response time, thus facilitating the transaction. As a professional Taobao outsourcing customer service, improving our response time will affect the influence of our whole team in Taobao industry. We can also establish new good cooperative relations with new customers, thus improving customer satisfaction.