E-commerce customer service annual work summary 4 articles

E-commerce customer service annual work summary 1

New customers need to spend a lot of time and energy to facilitate transactions, but old customers are different because they understand our services and Products, so as long as there is something they are satisfied with, they will shop by themselves without asking any more questions. Therefore, maintaining old customers is an important task for us. Taobao's continuous revisions in recent years have also provided sellers with many new functions. They have also noted the importance of maintaining old customers, so they have specially launched software for sellers to easily use Taobao tools to contact buyers. Home and increase feelings with buyers.

1. Send group messages to Wangwang. Aliwangwang is not only a tool for buyers and sellers to contact and communicate problems, but also one of the important tools for sellers and buyers to connect emotionally. Using AliWangWang, you can add buyers into groups as contacts, and you can also send group messages to buyers. If there is new arrivals or promotional activities, AliWangWang's group messaging function can quickly notify buyers.

2. Send site messages. Notifying buyers of store updates at any time via in-site messages is also a way to contact buyers. In-site messages are a function similar to sending emails on Taobao. We can use in-site messages to send blessings on special holidays or buyers’ birthdays. This will make buyers feel our caring and enhance the relationship between sellers and buyers. The relationship between us will also allow buyers to always support our store. If neither buyer nor seller is willing to take a step closer, then the relationship between the two parties may only remain a pure buyer-seller relationship. But if we are enthusiastic and will work hard to get close to the buyer and become friends with the buyer, then I believe that the relationship between the two parties will not be limited to the buyer and seller, and the buyer will always support us.

3. Alibaba online store version. Alibaba online store version is a good assistant for sellers. Sellers with Samsung or above can open Alibaba online store version. Compared with the ordinary version, the online store version has many functions that can help sellers better manage the store, organize products and contact buyers through The customer page can check the buyer's purchase quantity and amount, etc., which helps the seller to contact the buyer. You can set the discount amount for buyers, etc., and you can also check the buyer's transaction status, transaction ratio and amount, etc.

4. Mobile phone text messages. Mobile phones are a communication tool used by most people. Mobile phones also have a group sending function. We can accumulate the phone numbers of buyers in normal times, record the name, preferences, birthday and other information of each buyer, and then send the message on the buyer’s birthday. Send a blessing message, or when the buyer purchases for the second time, send a message to the buyer based on the buyer's preferences. I believe that considerate service will definitely impress customers and make them loyal customers of the store.

Speaking also requires skills, especially Taobao customer service speaking skills are even more important. The key to impressing buyers to place orders is whether the customer service can impress the customers during the conversation. When communicating with customers, you must grasp the propriety of your words. , to know what words should be said and what words should not be said. If you accidentally step on the communication landmine, no matter how strong the customer's willingness to buy is, they will leave and run to the arms of other sellers. Therefore, when communicating with customers, you must pay attention to several points. First, don't argue with your customers. In sales, we often encounter customers who are picky about the products we sell. At this time, we inevitably want to argue with them. But the goal is to close the deal, not win the debate. Arguing with customers won't solve any problem, it will only make them resentful.

Even if we are not angry offline, we cannot bring our emotions online. Online, we should listen patiently to our customers' opinions and let them feel that we value their opinions and that we are working hard to meet their requirements. Secondly, don’t communicate with customers in an indifferent tone. When talking to customers, we must keep smiling even if we are facing a computer, because customers can feel it from between the lines of our words.

Smiling is an expression of confidence and the basis for establishing a good atmosphere. When customers meet us with smiles, they may become our friends even if they do not need our products. They will easily think of our store next time they are in need, thus becoming their next customers. The foreshadowing of a transaction. Third, don’t question the customer directly.

When communicating with customers, you must understand and respect the customer's point of view, and do not talk to customers in a questioning manner. For example: Why don't you buy our product? Why don't you trust us? Why do you think our products are not genuine? And so on, talking to customers in a questioning or interrogating tone is a sign of impoliteness and disrespect, and it is the most harmful to customers' feelings and self-esteem. Finally, promotions should be interactive and avoid one-sided promotions. What kind of sales are the most successful? I think sales that achieve a win-win situation are the most successful. Achieving a win-win situation means that when a customer purchases our product, we solve his actual problem, and we also make a profit. Therefore, when we sell, we should first listen to the customer's voice and understand his needs, and then we recommend corresponding products to the customer to help him solve his actual problems. If we just blindly sell a product to customers and ignore the real needs of customers, it will be difficult to close a deal even with the best product. In the process of chatting with customers, if the above four points are achieved, then I believe that the business in the store will not be much worse. Gold medal customer service is not built in a day. Only by making a little progress every day and constantly strengthening your speaking skills can you become an excellent customer service step by step.

As a customer service staff, I always insist that "it is not easy to do simple things well." Take everything seriously at work, and whenever you encounter complicated and trivial matters, you always do it actively and hard; when colleagues encounter difficulties and need to take over the shift, you can give up your rest time without complaint, make a good work plan, and resolutely Obey the company's arrangements and devote yourself to work wholeheartedly. E-commerce customer service annual work summary 2

Looking back at the past, time flies, and in a blink of an eye, 20__ is coming to an end. Looking back at the past year, I can’t help but feel filled with emotions... Time Like a shuttle, another annual hurdle will be crossed.

As a medical industry, sales are one of the keys to a company. Medical online marketing has been booming in recent years. In addition, many netizens learn about diseases through the Internet and want to occupy the medical market share. , lies in a good marketing model. Looking back on the past year, with the full assistance of the company's leaders, our work focused on the company's business policy, purpose and efficiency goals, closely focused on the company's various goals, and closely followed the project team's work arrangements. Performed due responsibilities in online promotion.

Collect yesterday and seize today. The ups and downs of work are always looming before our eyes, but we must face the reality. Not only must we be able to do the work in time, we must implement it in place, and we must also be able to When looking back, reflect on every detail of the work, constantly summarize and analyze the work experience, from how to introduce effective traffic to how to improve the conversion rate, and try to make the work of the entire project team programmed, standardized and systematic. Become more organized and organized! So that we can go a step further, reach a new level, and enter a new realm. Only by constantly reflecting on ourselves can we create a new chapter in order to do a better job in the future, sum up experience, and Learning lessons will definitely help you move forward better.

Looking back at the past is to better face the future. In order to sum up experience, carry forward achievements and overcome shortcomings, the work in 20__ is now briefly reviewed and summarized as follows:

Looking back on 20__

1. We are living in the era of e-commerce economy . E-commerce has provided us with good services in the new century, and now it has penetrated into every detail of life. Everyone is both a "customer" enjoying services and an individual providing services to "customers". Because of this, our work should also be more perfect and centered on serving customers to provide customers with faster, more efficient and better services.

We uphold the philosophy of being a person and doing things in a down-to-earth manner. We will do our best to meet the requirements of every service detail and give us an opportunity to return the company's satisfaction! We will, as always, do more and better in every detail.

Weaknesses: Failure to maintain good communication with members of the project team.

2. Able to strictly implement the company’s network department system. This year is a relatively hot era of e-commerce. Various industries want to make a fortune in the e-commerce market. As e-commerce personnel in the medical industry, online promotion is the pioneer of corporate website promotion. We constantly pay attention to changes in search engines and constantly adjust. Strategies to adapt to changes in the search engine market, work together with other staff in the same department, and work continuously towards the monthly goals of the entire project team.

Shortcomings: The brand promotion of the website is not very good, there is a certain lag, and good concepts are not implemented in time. We strive to improve this situation in 13 years.

3. On-site optimization. Since the search engine changes, after several sites of the project team were demoted, they began to build a new site. Before the new site went online, they selected keywords and website frameworks. In this process, the ranking of the website continued to improve. fluctuations, so we constantly strengthen the maintenance of small details in site optimization.

Disadvantages: The homepage of the website changes frequently, and the quality of the content on the site is not high.

4. Off-site promotion. Off-site promotion is one of the windows for the website to communicate with the outside world. In the second half of last year, the entire external promotion market began to shrink. At this time, people began to look for platforms, such as recent news sources, Global Network and other platforms, as a means of publicity. .

Disadvantages:

Many externally promoted articles cannot be well quality controlled, so I don’t know whether sending external links can generate conversion rates. It is still difficult to find high-quality platforms. important.

5. Promotion strategy:

(1) Dispersing traffic is one of the important things for website promotion

SEO is one of the online marketing methods, and it can only be done with Combining SEM, EDM, event marketing, etc., the project team mainly relies on search engines such as 360, Baidu, and Sogou. As for other search engines, there is not much traffic. According to the attention last year, the current daily PV of the Aimin website is: 1000-20_ _, IP: 700-1000, this kind of traffic is in a relatively small stage, and has dropped a lot compared to the same period. This shows that our current promotion and publicity efforts are not enough, which in turn affects the amount of consultation.

(2) Pay attention to user experience

In the past year, search engines have continued to change. For website operations, we sometimes have to consider things from the perspective of users. Only users Provide a good experience, treat users as customers, always adhere to "the customer is God", and provide good services. Only in this way can the website be vital and can obtain a steady stream of traffic.

　(3) Promotion methods

When doing extrapolation, you must insist on diversity, so as to get more traffic, such as: Diversify your anchors Click text links, diversify page links, diversify your traffic sources, diversify your online marketing methods, etc. Only by continuously introducing new marketing methods and finally applying marketing integration can the website be in an invincible position in the search engine world. .

　(4), SEO optimization

Nowadays, SEO optimization can no longer rely on technology to conquer the world. SEO optimization is the core of website operation and the long-term soul of website operation. SEO optimization and website The planning is the same, but optimization is a long-term marathon that needs to be adjusted according to different stages. What is considered now is what are users thinking? What do users need? It no longer refers to search engine algorithms. Analysis, but to analyze the needs of users, is like the transformation between a planned economy and a market economy. Only by finding precise keywords can you get the highest traffic and ultimately generate consultations.

(5) New groups for online promotion

With the rapid development of e-commerce, mobile client users will be a new force in the future. How to do a good job in this field remains to be seen. Our test is that mobile SEO will be a very important issue for websites. Facing the current market, only if we are good at digging, we can gain a steady stream of wealth. Mobile SEO will create a new trend in the new year. trend.

In addition to adhering to past achievements and good working methods, we will strive to improve last year's deficiencies in 20__ and bring our work to a new level.

The continuous improvement of online promotion in real situations is inseparable from the careful care and guidance of leaders and the strong support and cooperation of colleagues. As we bid farewell to yesterday, we will usher in a new one. In this year, I will not be arrogant or impetuous about the achievements I have made in the past, but will go on step by step in a down-to-earth manner. Regarding the shortcomings of the past, I will make unremitting efforts to strive to be the best. We will use actions to prove our efforts, and we will be more Understand that achievement is not achieved through brilliant means, but through continuous efforts. In order for the company to grow stronger and join the ranks of domestic advanced enterprises, let us work together to create a brilliant tomorrow! 20__ is a brand new year and a year of self-challenge. We will work hard to correct the past year We will do a better job in the new year and contribute to the company's development prospects. E-commerce customer service annual work summary 3

I have done my work seriously and actively during this year. During the monthly evaluation, although I did not get the first place, I have been doing my best. The top few, and my efforts have also yielded a lot of gains. I will also summarize a customer service job last year.

As a pre-sales customer service worker in an e-commerce company, I am actually under a certain amount of pressure every month. This year and last year were affected by the epidemic, although our sales work was not as affected as The physical store is so big, but there are still some, but I also work hard to do a good job. At the same time, when working from home, I make good use of my time to get familiar with the products again, understand some of the customer's psychology, and read books. During my studies, I also made some reflections and improvements on my sales methods. Especially in the first quarter, I also felt that after my own summary, there were really a lot of changes. The busy work every day in the past also made me feel less tired after work. I don’t want to study, I just want to rest, but during these days, when I am working from home, work is not so busy and relatively relaxed. I do not waste time, but use it to learn something and improve myself. work.

Later, after I returned to the company, I applied what I learned in communicating with customers. I also did a good job in pre-sales, and my performance improved quickly. Although my performance was not lagging behind before. , but it is not that good, and I am not as organized as I am at work. However, after studying in the past few days, I have gained more insights and gained some experience in doing a good job. After one year , I not only completed the performance goals, but also gained a lot. I am also more confident about the work in the next year. At the same time, during this year, I felt that the pre-sales work, although before I think it's quite simple, but if you want to make breakthroughs and achieve better results, it's actually not easy. You also need to continue to think more and gain more experience.

At the same time, in the pre-sales work, I also discovered that I still have some shortcomings. Patience is sometimes not enough. In fact, our sales and sometimes customer inquiries cannot be closed immediately. Yes, it may take some time, and I also need to make some return visits, and the communication does not need to be so hasty. This may even scare some customers. I also have to pay attention to it and learn more. After thinking more, some problems that I had not discovered before were highlighted, which made me understand that I still have a long way to go to do better, but I also believe that as long as I work hard, It will also lead to more breakthroughs in performance.

E-commerce customer service annual work summary Part 4

Looking back since joining the company, there have been gains and losses in mall operation and promotion, as well as many problems and difficulties encountered in the work. There are also misjudgments on the consumption of commodity groups during the work, so the work is summarized. I hope in the end this is the help the company can provide.

1. Summary of work in the past year:

1. You can refer to Taobao official website page activities at least once a month (such as gold mining coins, Yitao exclusive) but the ultimate Group buying activities (Juhuasuan) still need to make breakthroughs.

2. The cost and control of through trains and diamond exhibitions are not as good as expected, and the traffic and conversions cannot achieve the expected results. Sales volume is not proportional to expenditure.

3. Free traffic only spends time on on-site optimization (main page, product pages, title optimization, Taobao community, etc.) off-site communities, forums, blogs, etc. have not been better promoted. and publicity.

4. The style of the main promoted products is not well controlled, resulting in the promotion time of one product being unsustainable. And the inventory of goods is not fully prepared.

5. There is no good membership system for return rate marketing of old customers, and the transaction rate of repeat customers’ repurchase decreases.

6. The market store uses the special price method of using brush customers to continuously improve their credit in order to prepare for better investment in products, and promote the sales of products.

2. Improvements needed in work:

1. We must stick to the 2-5 styles we mainly promote, sort out the inventory, and analyze the consumer groups at the same time. The methods promoted include activity methods and spending methods. Note: Juhuasuan styles should be distinguished from styles for other activities.

2. Tmall page self-designed activities and operations must keep up with Taobao’s internal changes. Where should the detailed page of the main product styles better highlight the selling points of the product?

3. Sales volume can better meet the most basic requirements of Tmall:

1), annual sales of 600,000 The annual service fee is 60,000.

2) The average daily sales amount is 3,000 yuan. The average daily sales volume is 30 items.

3) Control the profit of each transaction amount and minimize the cost.

4. Strengthen the recruitment and training of customer service and after-sales personnel, and popularize product knowledge. And better enhance customers' confidence in products during after-sales service. It is even more appropriate to study and make progress in learning.

5. The event consumer groups must be clear, and they must be distinguished from the brand’s end consumer groups.

3. Need help from the company:

1. Product seasonality should be updated in advance, Tmall’s main product styles should be distinguished from other platforms, and inventory levels should be adapted accordingly.

2. Minimize the return rate and exchange rate of goods. In terms of doing their own work well, I also hope that warehouse colleagues can cooperate with each other.

3. Under suitable or mature conditions, the investment in promotion expenses for through trains and diamond exhibitions should be appropriately increased.

4. Develop a reward and punishment system, and those who reach sales volume can be rewarded with bonuses or commissions to increase the enthusiasm and unity of the team.

20XX plan:

After summarizing the past year and facing the increasingly competitive Tmall platform market. In 20xx, we must first stabilize the original monthly sales amount and monthly sales number. Then find the breakthrough. Specifically, the following two key plans have been made:

1. Product consumer groups, product innovation: The consumer group has expanded from the previous office workers and business people to young, street casual, fashionable and versatile. Therefore, products hope to be innovative.

2. Daily sales volume: 20-50 items, daily sales amount: 2,000-8,000 yuan, monthly sales volume: 300-800 items, monthly sales amount: 20,000-150,000 yuan. Control the transaction amount between costs and profits.

The success of e-commerce.

It is mutual cooperation, mutual trust and mutual cooperation between a team. Every position is important because this position is like a factory production chain. When one link is missing, the product is not 100 perfect.