What is the conversion rate of Taobao customer service?
Taobao customer service conversion rate is the ratio of all people who arrive at Taobao store and make purchases to all people who arrive at your store.
From the perspective of customer service, we mainly investigate the following two conversion rates:
1, consulting conversion rate = number of final orders/number of inquiries;
2. Payment conversion rate = number of final payers/number of people placing orders.
The calculation method is: conversion rate = (number of customers making purchases/number of all visitors to the store) × 100%.
How to improve the conversion rate of Taobao customer service?
1. The response rate is higher.
Timely reply is a necessary condition for Taobao customer service.
At present, most buyers use fragmented time to visit Taobao and are unwilling to spend too much time waiting.
If the customer service can't reply to the buyer within one minute, it is likely to lose a buyer. So you can't keep the buyer waiting at any time.
2. Chat enthusiastically and patiently
The job of Taobao customer service is to solve some doubts for customers.
Although customer service and buyers can only communicate through words, you can't just answer the buyer's questions.
Try to be enthusiastic and proactive, leaving a good impression and shopping experience for buyers, so as to better promote the transaction.
If you meet some unreasonable buyers, you should also serve them with a good attitude and don't argue with them.
3. Do a good job in related sales
Suitable for buyers to buy things in your store. If it is too cheap, they are afraid of poor quality. If it is too expensive, it may exceed the budget. So the customer service here can take the initiative to ask what the customer's expectations are.
Secondly, when a customer inquires about a product, for example, when the main picture of the product being consulted has T-shirts and jeans in the store, although the customer is here to inquire about T-shirts, you can also push down jeans appropriately.
4. Sincerely handle after-sales/bad reviews.
It is inevitable that there will be bad reviews when doing shops. At this time, the customer service should appease the customer at the first time and ask the reason for the bad review.
If it is a product problem, first apologize to the customer, admit the mistake, and give a return or make up the difference.
Then let customers get rid of bad reviews and save customers' doubts about us with the most sincere attitude.