Ozon Platform Communication Guidelines: Comprehensive guidance from customer service to live broadcast
In the field of e-commerce, especially for a high-profile platform like Ozon, good communication is not only the key to improving customer experience, but also the cornerstone of maintaining brand image. This article combines the basic norms of Ozon customer service communication, the communication guidelines in online live broadcasts, and the behaviors that sellers must avoid when communicating, aiming to provide comprehensive guidance for customer service personnel and sellers.
Customer Service Communication Guidelines
1. Adhere to a business-style communication method
On the Ozon platform, customer service staff need to maintain a business-style communication method at all times. Whether you’re handling order issues, responding to customer feedback, or resolving complaints, your brand’s formal attitude should be reflected in order to increase customer trust and satisfaction.
2. Use fluent and standardized language
Clear and concise expression not only helps customers quickly understand the situation, but also shows respect for them. Avoid using complex terminology or jargon to ensure the accuracy of your message.
3. Maintain a positive communication attitude
No matter what the situation, maintaining a positive attitude is crucial to building good customer relationships. A positive attitude helps create a pleasant communication atmosphere and enhances customer loyalty.
4. Correctly handle inappropriate communication
When encountering spam or indecent words and deeds, you should use the reporting function provided by the platform to handle it. Doing so will not only help maintain order on the platform, but also ensure a good user experience.
5. Provide accurate and legal information
All information provided must comply with Ozon’s seller contract terms, customer offers and consumer protection laws. Ensuring the authenticity and legality of information is the basis for winning customer trust.
6. Avoid excessive use of capital letters and punctuation
In text communication, too many capital letters or punctuation marks may convey the wrong emotion and affect the professionalism of the communication.
Online live broadcast communication guidelines
1. Use standardized language
In online live broadcasts, standardization of language is equally important. Avoid jargon or colloquialisms to make sure all viewers can easily follow along.
2. Provide accurate and legal information
All information shared should comply with relevant legal regulations to ensure that the content is fresh, reliable and legal.
3. Correctly introduce product characteristics
Accurately describing product characteristics based on official guidelines can help increase consumer confidence.
4. Avoid overly exaggerated descriptions
In the absence of third-party authoritative certification, avoid using superlative adjectives to describe products to prevent misleading the audience.
5. Focus on live streaming
Stay focused during your live broadcast and ensure you are responsive to audience questions and feedback.
6. Be polite and friendly
Even when dealing with emergencies, maintain a polite and friendly attitude.
7. Respect the audience’s decision
When promoting, the audience should be given enough space to make their own choices and avoid using forced sales tactics.
Behaviors that sellers should avoid
1. Inappropriate language is prohibited
When communicating with buyers, any expressions that may cause discrimination should be avoided.
2. Comply with laws and regulations
Sellers must comply with local laws and respect the rights of third parties.
3. Be respectful and polite
Being polite and respectful to buyers is a basic principle.
4. It is prohibited to slander competitors
Do not disparage competitors or their products.
5. Avoid negative statements
Negative remarks about the platform or its associated personnel are prohibited.
6. No exchange of private contact information
Exchanging personal contact information with buyers is prohibited.
7. Use of buyer’s personal data
Buyer’s personal information may not be used without permission.
8. Provide accurate information
Ensure that the product information provided is true and accurate.
9. Do not mislead buyers
Do not mislead buyers about product characteristics.
10. Promotion of third-party resources is prohibited
Non-Ozon resources may not be promoted on the platform.
In summary, on the Ozon platform, whether it is customer service communication or online live broadcast, following the above guidelines can help sellers and customer service staff establish a more effective and positive dialogue environment, thereby improving customers’ shopping experience and brand loyalty. . Through professional and active communication, merchants can not only stand out in the fiercely competitive e-commerce market, but also develop their business stably in the long term.