Tik Tok's response rate will be fined.

Tik Tok's response rate below 50% will be fined.

If the number of our consultants exceeds 100 on a certain day and the effective response rate is less than 50%, we will be fined 1000 yuan. (More than 100 people were consulted to start calculating the fine)

Customer service reply: the effective reply rate must be ≥50%, otherwise you cannot participate in the activities of the platform. If the response rate does not reach 50% and the number of consultations on that day exceeds 100, it will also be fined 1000 yuan. If the response rate is lower than that of peers, the weight of the whole store will be reduced and a second penalty will be imposed. The customer service staff shall not insult the buyer, otherwise the whole store will be forced to be removed for 3 days.

Therefore, we should also pay attention to customer service, because the platform has high requirements in customer service. Try to do a good job of reply, meet the needs of buyers, and prepare some different types of reply information in advance.

Some simple questions can be answered quickly, such as when to deliver the goods, what express delivery to send and so on. When customers ask related questions, trigger keywords and reply automatically, which can improve the response rate.

Every time the buyer sends a message, he gives a manual reply to the customer service, and the average waiting time of the buyer is 3 minutes. The calculation formula of flying pigeon's 3-minute manual reply rate index: 3-minute manual reply rate = the amount of messages replied by customer service within 3 minutes/the amount of messages sent by users; Examination time: 08:00:00-23:00:00.

For example, if the customer gets a reply from the manual customer service within 3 minutes, the customer service will add 1 to the message that has been replied within 3 minutes.