How does cross-border e-commerce customer service effectively ensure account security?
The work objectives of cross-border e-commerce customer service not only involve the scope of customer service responsibilities, but also relate to account security and store reputation. Maintaining account security and service capabilities is an important part of the cross-border e-commerce industry. Through targeted assessment, customer service staff can effectively improve the store’s “seller service level” and ensure the security of the account.
The definition and importance of account security
The “account security” of cross-border e-commerce is mainly reflected in the seller’s reputation and service capabilities. Major cross-border e-commerce platforms have different assessment standards for sellers. Taking Alibaba’s AliExpress platform as an example, it uses the “seller service level” rating mechanism to clarify the service levels of different sellers. This mechanism divides sellers’ service levels into four levels: excellent, good, passing and failing. The higher the seller’s rating, the more opportunities for product exposure and platform resource allocation, especially the qualifications to participate in promotional activities; conversely, sellers with low ratings will face negative impacts such as reduced exposure and limited qualifications, especially in ” The impact is particularly significant at the “failure” level.
Assessment standards to ensure account security
Take the AliExpress platform as an example. The platform clearly requires store customer service personnel to ensure that the “seller service level” is above the “passing” level. If a store’s level drops to “Failed”, its “number of available marketing emails” will drop to 0 and it will lose the qualification to participate in all platform activities. In addition, sellers will also be greatly affected in search rankings, which will directly affect the overall exposure of the store.
In order to maintain good account security standards, the customer service team needs to ensure that the “seller service level” of the account is stabilized at the “passing” level or above by improving product quality and service levels. Once a store reaches the “Excellent” level, it will not only receive the “Top Rated Seller” logo, but buyers will also prioritize the discovery and selection of products from these excellent sellers when searching for products, thereby maintaining the store’s status at a higher security level.
To sum up, cross-border e-commerce customer service plays a vital role in ensuring account security. By maintaining the reputation and service capabilities of sellers and improving the “seller service level”, it will bring higher exposure to the store. opportunities and market competitiveness.