Cross-border e-commerce pre-sales customer service strategy and practice
The success of cross-border e-commerce depends not only on product quality, but also on excellent customer service. Pre-sales service is an important part of customer experience, which includes but is not limited to information provision, market research and forecasting, product customization, processing and sorting, providing consultation, accepting telephone orders and mail orders, and providing a variety of convenience and financial services, etc. To increase customer satisfaction and conversion rates, customer service staff should master the following strategies:
Comprehensive customer service
Combined shipping costs
When customers purchase multiple items at one time, customer service staff can combine shipping costs by modifying the delivery order to reduce the customer’s burden. For example, if a customer asks if multiple purchases can be combined into one package for shipping, customer service should clearly inform: “We have combined your shipping costs and only charged one fee. Please check the shipment I just sent you.” Please pay directly according to the invoice.”
Tariff consultation
Tariff issues are one of the key concerns of customers when shopping. Customer service staff should patiently answer customers’ questions about customs duties and clearly inform customers that generally small purchases will not incur additional fees, but in some cases they may need to pay import taxes or consumption taxes. It is recommended to consult the local customs for specific tax rates.
Product details
Pre-sales customer service personnel need to have thorough product knowledge so that they can better answer customer questions. For example, for clothing products, customer service staff must not only understand the size differences in different countries, but also understand the conversion methods between sizes in order to provide accurate size recommendations.
Payment method
For purchases of multiple items, customer service personnel should instruct customers in emails on how to make combined payments. For example, customers can add a shopping cart, check the address and order details before submitting the order, and notify customer service to adjust the price so that the customer can complete the payment.
Pre-sales communication skills
Silent order placement
Many customers do not contact the seller before placing an order, which means customers may encounter problems when purchasing. Therefore, customer service personnel should provide clear product descriptions, respond promptly to customer inquiries, and ensure accurate information delivery.
Confirmative answer
When communicating with customers, customer service staff should ensure that they take the lead from the beginning and actively guide customer emotions. When customers encounter problems, they should respond quickly, provide solutions, and maintain a patient and professional attitude.
Comprehensive reply
No matter how simple a message a customer sends, customer service staff should respond. This is not only a sign of politeness, but also helps improve the seller’s rating on the platform.
Prepare your sales pitch
In order to improve communication effectiveness, customer service staff need to master certain language skills. For example, avoid using all capital letters to write sentences, as this will be considered impolite behavior; in addition, emails should use simple sentence structures to make it easier for customers to understand; at the same time, email content needs to be logically clear so that customers can quickly obtain key information.
Conclusion
Through the application of the above strategies, cross-border e-commerce sellers can significantly improve the quality of pre-sales services, thereby winning the trust and support of more customers.