1. Promote sales
Since online products are displayed through pictures or videos, customers cannot truly understand the situation of the products, and various problems may arise during the shopping process. Excellent customer service staff can not only answer customers’ questions, but also help customers better understand the products, reduce customers’ doubts about the products, and facilitate transactions. Especially in the field of cross-border e-commerce, many overseas customers like to find Chinese suppliers with low prices, good quality and rich varieties of products on some B2C cross-border e-commerce platforms. In view of the large number of domestic suppliers and the certain similarities of the same type of products, overseas customers generally purchase a small number of products as samples. After checking the style, quality and price of the samples, they focus on the supplier’s service level, such as the timeliness, professionalism and service attitude of the customer service staff in answering questions during the communication process. Moreover, overseas customers often first contact online customer service staff rather than sales staff. Once overseas customers lock in a company as their main supplier, they tend to increase the number and amount of orders, and gradually develop the relationship between the two parties into a stable “purchase-supply” relationship. Therefore, the service level and quality of customer service have become the key factors for order transactions to a large extent.
2. Management and Monitoring
Customer service staff need to manage and monitor the sales process, and also need to collect and organize data, which mainly includes the following contents. First, maintain old customers and collect and organize their data, that is, for customers who have completed the purchase, record the products they purchased, the purchase quantity, the number of “return” purchases, the region they are in, and the evaluation (whether good or bad), and then make a summary and analysis report, and archive and classify the customers. Second, be responsible for keeping a work log, and timely statistics, analysis and reporting of feedback information, such as sales, inventory, product status, etc., and report any problems in a timely manner.