Next, let’s talk about how customer service staff should operate when sellers need to take the initiative to contact customers.
1. Store activity notification
When the store is preparing to start a promotion, customer service staff should send activity notifications to buyers to warm up for the activity. Sellers do not have many buyers that they can directly contact. Sellers can only take the initiative to contact buyers who have communicated through “chat” or placed orders in the store.
Effectively conveying marketing activity information to buyers can rapidly increase the store’s order volume. Customer service staff communicating with buyers through “chat” is a very effective way to convey information.
2. Requesting reviews and urging collection
For sellers, whether buyers pick up the goods and the buyers’ evaluation are very important.
If the buyer does not pick up the goods after the goods arrive, the seller will be delayed in receiving the payment, affecting the turnover of their own funds. If the customer gives a bad review, it may affect the sales of a single product or even the entire store of the seller, affecting the store’s preferred qualification.
Regarding urging reviews and urging collection, generally can be done at the same time.
① When the goods just arrive at the destination, the customer service staff will send a warm reminder to the buyer through “Chat”.
② For buyers who have not picked up the goods after the package has arrived at the collection point for 3 days, the customer service staff will send a warm return visit to the buyer through “Chat”.
③ When the buyer has not picked up the goods on the 6th day after the package arrived at the collection point, the customer service staff will send the buyer a reminder of the consequences of not picking up the goods through “Chat”.
In general, almost all store problems can be converted into customer service problems, including failure to ship on time, out of stock, missing shipments, wrong shipments, etc. Customer service staff can try to communicate with buyers to solve them. Buyers don’t have to make things difficult for you, but just want you to pay enough attention to him. If you give buyers some compensation, basically all problems can be solved.