Email reply skills and strategies in cross-border e-commerce customer service work
In the field of cross-border e-commerce, customer service is crucial. Whether it is resolving customer disputes or improving response speed, the performance of customer service personnel directly affects the store’s image and sales performance. This article will combine multiple aspects of cross-border e-commerce customer service work and share some practical email reply skills and strategies.
Email reply skills in customer service work
During the communication process with customers, sellers should ensure that the last email reply comes from themselves. Doing so can not only show the professional attitude of the seller, but also avoid system misjudgments caused by customers sending simple thank you emails, which in turn affects the overall score of the store. In addition, many cross-border e-commerce platforms evaluate their service levels based on sellers’ average response time, so responding quickly to customer needs is equally important.
Methods to improve response speed
In order to shorten customer service response time, you can take advantage of the automatic reply function provided by the platform. For example, on the AliExpress platform, sellers can set up automatic responses to greetings and frequently asked questions. Greetings can be customized according to different holidays, and frequently asked questions cover all aspects of pre-sales, sales, and after-sales. Reasonable use of this function can not only improve service efficiency, but also enhance customers’ shopping experience.
Example of setting up automatic reply
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Add automatic reply with greeting
Enter the store backend, “Message Center”->”Settings”->”Customer FAQ Settings”->Click “Add” and enter a blessing or greeting. -
Add automatic responses to frequently asked questions
Select the corresponding category in the AliExpress backend and add frequently asked questions and their answers such as “Has the order/goods/package been sent?”
Handling customer disputes
When a customer raises a dispute, customer service personnel should contact the customer promptly, try to provide a solution, and encourage them to withdraw the dispute request. If the dispute cannot be avoided, you must follow the platform’s ruling, inform customers of the relevant return address and precautions, maintain a friendly attitude, and strive for future cooperation opportunities.
Dispute handling template
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Early stage of application dispute
“We found that you already applied a case to AliExpress. We just want to tell you that we will still try our best to help you solve the problem together with AliExpress…” -
After platform ruling
“We would like to inform you AliExpress provided two solutions against your claim…” -
Return and Refund Notice
“We would like to inform you AliExpress just made a final decision that you should return the goods back to us for a full refund…”
Modify product information
Customer service staff should respond positively to customer’s order modification requests, such as changing color, size or quantity, etc. before shipment; if the goods have already been shipped, they need to negotiate with the customer depending on the specific situation.
Order modification reply template
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Agree to changes
“Sure, we will change the color from black to yellow accordingly for you.” -
Negotiate alternatives
“We are sorry that the shoe size 42 is out of stock at the moment, but the sandal(item #2367) is in stock at the moment. Which would you prefer, to keep the original order or change another product as what I recommend ?”
The above are some email reply skills and strategies in cross-border e-commerce customer service work. I hope they can help sellers better serve customers and improve store image and performance.