Cross-border e-commerce inquiry reply and email handling skills guide
In the field of cross-border e-commerce, correct inquiry responses can not only improve customer satisfaction, but also effectively promote order transactions. This article will combine inquiry classification, response principles, and email handling methods under special circumstances to help sellers better manage the inquiry process.
Inquiry types and response principles
Inquiries are mainly divided into two categories: general inquiries and specific inquiries. The former only provides a comprehensive understanding of the product and expresses a possible intention to place an order; the latter clearly expresses interest in purchasing a specific product, usually involving detailed information such as price, payment terms, discounts, etc. No matter what type of inquiry, the following three response principles should be followed:
- Pertinence: Make sure you fully understand the buyer’s needs, accurately provide the required data or information, and demonstrate professionalism.
- Timeliness: Responding quickly to inquiries helps you stand out from the competition.
- Professionalism: Be fully prepared before answering questions such as technical indicators and customized specifications in detail, while emphasizing the company’s advantages.
In addition, it is important to maintain long-term contact through holiday greetings and other means.
Template for handling negative reviews
When faced with negative feedback, appropriate email communication can effectively restore customer trust. The following is a typical processing email template:
Dear [Customer Name],
We are so sorry to see that you left negative feedback relating to your recent purchase experience from our store. If possible, could you please change the feedback to a more positive one? Your cooperation would be greatly appreciated.
To revise your feedback, follow these steps:
1. Sign into My AliExpress.
2. Go to Transactions, click Manage Feedback then click Active Feedback.
3. Choose an order and click the Revise Feedback button.
4. On the Request Buyer Feedback Revision page, enter your reason and click Revise Feedback.
Thank you for your understanding.
Best regards,
[Your Name]
Follow-up strategy when no response within a week
If no customer feedback is received within a week after the initial reply, it is recommended to send another email to inquire about the specific situation. For example:
Glad to contact you again!
Have you kindly checked my offer? Hope they are workable for your market! Your any comment about our offer will be appreciated, including price, quality, service. No matter if it is positive answer, it will be of great help for us to meet your requirement.
Eagerly awaiting your reply!
This type of email is intended to understand the specific reasons why the customer did not respond and to express a desire for further cooperation.
Confirmation notification after receiving payment
After receiving payment from a customer, promptly notifying the other party is an important step in building trust. Such as:
Hi [Customer Name],
Good day!
Today I have been informed by our accounts department that the deposit of $3100 has been received. Thank you for your quick payment. Production will be started next Monday after the following two days holiday. I will keep you updated about the production proceeding by sending you the production pictures frequently.
Yours truly,
[Your Name]
This email not only confirms payment, but also previews subsequent production arrangements, increasing transparency.
Efficient processing of complex inquiries
For complex inquiries, it is necessary to analyze customer needs in detail and respond step by step. For example, when receiving an inquiry regarding the suitability of a specific device, respond with:
- Confirm the inquiry content;
- Analyze whether the product meets the needs;
- Answer customer questions;
- Provide additional relevant information.
Through the above methods, you can show a professional image while maintaining clear logic.
In summary, the rational use of the above techniques can significantly improve the inquiry conversion rate and service level in cross-border e-commerce.