Here, we take Alibaba International Station as an example to introduce the specific functions of each module in the inquiry business. Log in to My Alibaba Seller Backstage, click the “Unread Inquiry” option, and enter the “Unread Inquiry” interface, where you can see the function area modules on the left.
1) “Inquiry Management” module.
This module mainly includes the following functions:①”All Inquiries”, click this button to view all incoming and outgoing inquiry emails;②”Sent”, click this button to view all sent inquiry emails:③”Tagged”, click this button to view all marked inquiry emails:④”Junk Inquiry”, generally junk emails automatically filtered by the system:⑤”Deleted”, generally junk emails actively deleted by salespersons:⑥”Export Inquiry”, you can view export inquiry emails;⑦”Inquiry Allocation Record”, you can view inquiry allocation records in the past 30 days, including records of main account, sub-account and system configuration.
2)”Reception Settings” module.
This module mainly includes the following functions
“Smart Reception Settings” function. This smart reply is only sent to potential buyers who have no contact history in the past 30 days. This function is to encourage buyers to provide more detailed information. The steps to set up this function are as follows: ① In “Enable settings”, select “Not enabled” or “All day” or “Custom time” (a certain time period on working days or holidays). ② Set “Welcome” and automatically reply to buyers who have inquired in the past 30 days. When the automatic service starts, a welcome message will be displayed. You can set a reply template. Some fixed types of inquiries can be replied using templates.
③ FAQ settings, select up to 5 questions to help buyers better understand the company’s products. ④ “Smart questions” preset questions, the chatbot will automatically ask buyers questions as needed.
If you select the three parts of “Smart reception settings”, buyers will receive messages in the following order: Welcome, FAQ settings, and Smart questions. Note: This automatic response is not counted in the seller’s response rate. Please contact the head seller within 24 hours after receiving the message to maintain a high email reply rate.
(2) “Audio and video reception settings” function. How to start a call: Turn on the voice and video call functions and set the available time. During this time, buyers can call or schedule a call with sellers from multiple scenarios (see examples: product details, store, video, chat page). Answering the call in a timely manner and confirming the appointment request will increase the answer rate. In addition, if the answer rate is too low, the call function will not be able to be used normally.
(3) “Inquiry allocation settings” function. The main modules of the settings are, ① “Receiving” recipient settings. After the inquiry recipient is set, his contact information will be displayed on the company website, and all incoming messages about the company will be sent to this person. ② “Inquiry allocation rules” settings, here you can choose “allocate by region” or “allocate by product”. In addition, if the “All TM inquiries in the store” button is checked, the allocation rules of the inquiry will be synchronized to the automatic allocation settings of the TM inquiry customer. ③ “Master Account Inquiry”. After setting up the master account, the master account’s inquiries will be automatically assigned to the sub-accounts in sequence. In addition, if the “Master Account TM Inquiry” button is checked, the master account’s inquiry allocation rules will be synchronized to the TM master account inquiry allocation settings.
3) “Message Management” module.
This module mainly includes “TM Message Manager” and “Cloud Disk”. Here you can manage inquiry messages and manage files, photos or videos stored in Alibaba Cloud.
(4) “Common Functions” module.
This module mainly includes “Drafting Letter of Intent”, “My Contract Template”, “RFQ Recommendation”, and “All Orders”. The “Select Customer” page includes information descriptions such as Subject, Product, Shipping, Payment, Contacts, and Terms.