AliExpress customer service quality improvement strategy and its impact on store performance

The quality of AliExpress customer service is not only related to the store’s image, but also an important factor that directly affects the store’s performance. The customer service team can be divided into three parts: pre-sales, in-sales and after-sales according to the nature of the work. Each link has its unique responsibilities and service focus.

Customer service types and their responsibilities

Pre-sales customer service

The main task of AliExpress pre-sales customer service is to respond to customer inquiries in a timely manner, understand customer needs, and proactively recommend store products. Excellent pre-sales customer service can promote potential customers to place orders through effective communication skills, thereby increasing the conversion rate.

Customer service during sale

The focus of in-sales customer service is to clearly introduce product details and promptly solve various problems encountered by customers during the order process. Their performance directly affects the final transaction of the order and is the key to improving the store’s order conversion rate.

After-sales customer service

After-sales customer service is committed to improving store service quality, increasing praise rates, and reducing dispute rates. Through high-quality after-sales service, customers’ shopping experience can be enhanced, prompting them to become repeat customers and even develop into loyal fans. In addition, good after-sales treatment can also reduce unnecessary disputes and maintain the reputation of the store.

Customer service strategy during peak season sales

During the peak sales season, the role of AliExpress customer service becomes even more important. In order to cope with the surge in consultation volume, customer service staff need to prepare various types of speech templates in advance:

Conventional speaking skills

Explanations of rules for various activities on the platform, including but not limited to the use of coupons, how to play activities, purchasing guides, etc., to help customers better understand promotional activities.

Marketing rhetoric

For those customers who are hesitant or trying to bargain, customer service can prepare some marketing words in advance, such as emphasizing that the price of products will not be reduced during the event but providing additional coupons to stimulate consumption.

Order reminder

For orders that are not paid in time, it is very necessary to follow up in time and remind customers to complete the payment. This not only improves order conversion rates, but also leaves a good impression on customers.

Basic literacy and communication skills of customer service

Excellent customer service must not only have good professional qualities, but also need to master certain communication arts:

Essential qualities

• Resilience: Stay calm in the face of emergencies;
• Endurance: able to cope with various challenges without getting discouraged;
• Control: maintain a good attitude without external interference;
• Enterprising spirit: maintain a positive attitude;
• Communication skills: good at expressing and listening, understanding customer needs;
• Professional knowledge: familiar with business processes and product information;
• Skills proficiency: the ability to solve problems efficiently;
• Kick hearing: Accurately grasp customer intentions.

Positive communication

When communicating with customers, avoid using negative words and use positive language instead. For example, when a customer request cannot be fulfilled, say: “Let’s see how we can help you.”

Conclusion

To sum up, whether it is daily operations or special promotion periods, the performance of AliExpress customer service will have a profound impact on the overall performance of the store. By optimizing customer service training and improving service levels, user experience can be significantly improved, thereby driving sales growth.