How to improve the efficiency of customer service orders by 2 times

How to improve the efficiency of customer service orders by 2 times

Guide: How to train the customer service team to double the store performance? The skills shared in this article are not only used in large-scale activities such as Double Eleven and Double Twelve, but also very suitable for daily activities or official activities.

Every year's Double Eleven activities are activities that businesses have to participate in, but not all. Some sellers get rich overnight, some sellers' business is worse than usual, some sellers are soft on orders, and some are rare. After two sessions of double eleven, I have a new understanding of double eleven and some experiences of my own. As a top merchant, in fact, the whole group company only does two things on the day of Double Eleven, one is customer service reception, and the other is delivery. There are no posts such as operation, art design, promotion, planning and activities on this day. Basically, everyone is a soldier, and everyone will be assigned to these two positions to help, and the boss will control the overall situation.

As long as a process is formed, each area is well divided, and it is enough to deliver goods in an orderly manner according to the process and order, but it is a little tired, and the others are not technical, as long as there are no mistakes. Customer service is different. Customer service is the only position that directly contacts with consumers. Customer service represents the overall image of a company or store. If this link chain is broken, even if the operation is strong, it will not play its greatest role. Most importantly, the performance of Double Eleven is basically determined by the customer service's ability to take orders. The traffic at the same venue is similar. Although the location is different, people who enter the store will shop around, so the double eleven is the same.

Today, I would like to share with you some tips on how to cultivate customer service teams and double their performance in the two double eleven activities I have experienced. These tips are not only used for large-scale activities such as Double Eleven and Double Twelve, but also very suitable for daily activities or official activities. The purpose is to improve the efficiency of each customer service order, thus promoting transformation. From the performance point of view, the more you receive, the greater the chance of clinching a deal, and the performance is naturally better than others.

Speaking of the reception skills of customer service, it is actually how to quickly establish contact with customers and solve their problems through the skills of existing tools. Everyone knows why the Double Eleven is so hot, and why so many people want to buy things on that day, even if they don't need it now, because it was exciting that day, they had to grab the low price, and some people were too slow to grab it. So basically, 60% of customers will place orders directly and silently (without consulting), and the remaining 40% of consumers will ask some simple and the same questions, which I will tell you in the following sharing, so as a qualified customer service, or customer service with double eleven orders experience, we must first understand what they get the most: delivery time? Product quality? After sales service? Wait, you must prepare the answer to the question in advance.

The following operation details can quickly improve the improvement effect:

Necessary settings of 0 1 kn workbench

1, personalized automatic reply

Status of automatic reply activities

Quick reply case

These two are the foundations that all customer service must learn to operate. Automatic reply can quickly let consumers know at a glance what activities your store is doing and what rules are there. Even if the customer service fails to reply in time at this time, the customer can check it by himself through the activity link.

Quick reply is to solve the problem that consumers are asking the same question and have the same answer, such as when to deliver the goods and what express delivery to send. These are all the same answers. You can answer the consumer immediately with a quick reply. If these two students can't set it, please join the group to get the setting steps.

02 personalized order reminder

During the Double Eleven event, many customers are busy snapping up, and there will be delays in payment after placing an order. If the customer service in the store does not make a timely payment, many orders will be lost. Most of the customer service staff's dunning methods are to send short messages or want want messages to all unpaid customers. Dear, the baby you took has not been paid yet, and the quantity is limited. The sooner you pay, the sooner you deliver! If you have any payment problems, please contact customer service! ? Facts have proved that the repayment rate of this method is not high. Here, we recommend a more personalized repayment reminder.

First, set a certain dimension to distinguish unpaid orders. The following three dimensions are recommended:

1, buyer attribute dimensions: non-member, ordinary member, senior member, VIP, Supreme VIP;

2. Dimensions of commodity attributes: drainage commodities, profitable commodities, movable commodities and exclusive commodities;

3. Category dimension: underwear, out-of-season clothes and special categories (seamless underwear, down, sweaters, etc. );

These three dimensions can be freely combined, and different copywriting can be written for different combinations, and then corresponding reminders can be made.

If it's a small order, we don't need to remind you. If it is a large order, it can be judged that the customer forgot to pay or delayed payment. Then we can reasonably combine the above dimensions to make a reminder and make a phone reminder if necessary.

Here are some commonly used and effective SMS reminder templates for everyone:

Commonly used and effective SMS reminder templates

Warm reminder: dear, the order has not been paid yet. In order to ensure the early departure and smooth arrival of the beloved baby, remember to pay as soon as possible! If you have any questions, please contact customer service. Wish you a happy life!

XX, the baby you bought in XX is waiting for your payment! Pay before 6: 00 this afternoon to enjoy the same-day delivery, as well as surprise gifts ~ the quantity is limited!

Dear XX, XX friendly reminder: Your order in XX store has not been paid yet! If you really forget, or encounter other difficulties, welcome to harass online customer service MM!

Telephone payment

Telephone reminders can be used in some specific activities, such as limited time activities or restricted purchase activities. Some large-scale activities, such as Double Eleven and Double Twelve, depend on the situation. If the amount is relatively large, you can choose to use the telephone reminder. If it is a small amount, it is unnecessary. In order to make the telephone bill payment effective, besides the sweet and clear voice, you should also know some communication terms, otherwise it will be counterproductive. So here are some words commonly used in telephone communication, hoping to help you. Here are some common words. Because of the page, you can directly join the group and ask the administrator other questions, which is very comprehensive.

Pay attention to the time when calling for payment. Call after 10 in the morning; It can be found between 12:30- 13:30 at noon; Be sure to call after 15: 00 in the afternoon and 20: 00 in the evening. These hours are summed up by our long-term telephone payment, so you must call when the customer is free.

04 delivery reminder

Delivery speed is a topic that customers are very concerned about during the Double Eleven period. If you can inform buyers as soon as possible after delivery, they will definitely leave an excellent impression on your store. Generally speaking, delivery reminder can be done by sending SMS or Want Want SMS to thank customers for buying, and attaching delivery information (must have waybill number), courier company name and logistics query link to remind customers to consult customer service if they have any questions.

Summary: For large-scale activities of the whole network, such as Double Eleven and Double Twelve, the traffic is relatively concentrated and it is very fierce. Usually, the number of orders received by a customer service in a day may be at most dozens of orders, and this day may be 10 times. All customer service staff must develop some quick phrases or convenient reception methods from usual times, and don't get into the habit. Nearly 100 people will come to your side at the same time. My mind is blank and all kinds of flashes. If you want to know more about customer service, you can add Want Want Group to get some practical words. Finally, I would like to remind you that consumers at big events don't ask in-depth questions, but basically ask simple and general questions, so I must prepare in advance, so the efficiency of receiving orders will be greatly improved!

;