During the peak season promotion of AliExpress, the customer service’s language will affect the store’s sales. Therefore, during the peak season promotion, the customer service replies can be written in different types according to different applicable environments.
(1) Conventional AliExpress customer service language (conventional language)
Conventional language mainly provides customers with textual explanations for different platforms and different promotion activities. Taking the “Double Eleven” promotion of AliExpress as an example, conventional language mainly refers to the coupon usage instructions, activity gameplay analysis, purchase guidance, exemption usage scenario description, shopping path, etc. that the AliExpress platform can provide to the client. It also includes the specific promotion activity participation start time, participation qualifications and activity deadline description during the promotion period; furthermore, conventional language also includes the writing of the language of some store’s hot-selling products, and writes the main information such as product material, color type, size, etc. in advance; in addition, it also includes the payment problems that customers may encounter during the purchase and payment process, such as bank card applicability and account payment inquiries.
(2) Marketing-oriented customer service speech on AliExpress (marketing speech)
Marketing speech is specifically aimed at situations where some customers are hesitant and bargaining when purchasing products. At this time, the seller can explain in advance that the promotional products cannot be reduced in price, but instead provide some additional coupons and subsidies to these customers.
Compared to conventional speech, marketing speech is more important. Because on the day of the big promotion, the number of store inquiries will increase by dozens of times, the original professional customer service staff does not have extra time to worry about responding to the speech, and most of the customer service staff temporarily recruited during the big promotion do not have professional communication skills.
For different peak season marketing, order reminders are mainly aimed at situations where customers fail to pay in time after placing an order. At this time, the seller can directly arrange for customer service staff to send in-site letters or marketing emails to remind and urge customers to complete the payment behavior.
Order reminders can also convey a high service experience effect to customers, and customers can communicate in time if they have questions about the purchase process, payment settlement, etc. Order payment reminders need to be carried out in stages, and customer service staff also need to arrange payment reminder time periods reasonably, paying attention to time differences in different countries and regions.
For some customers who have already added products to the shopping cart, sellers can arrange customer service staff to remind customers to place orders and make payments via email; they can also send marketing emails within the site to provide customers with discount packages and related marketing links to guide customers to purchase, which can greatly improve the store’s order conversion rate. In addition, customer service staff can also focus on pushing the store’s activities, discount methods, and new products during the promotion period to customers who have added store products to their favorites.