For the Ozon cross-border platform, a pleasant and efficient way of communicating with consumers is essential. Whether it involves pre-sales issues or after-sales services, a standardized communication process needs to be followed. The following is a simple summary of how to communicate with customers correctly on the Ozon platform.
1. Prohibited behavior.
The following behavior will result in the seller being unable to continue communicating with buyers and may even be blocked by the Ozon platform.
1. Use vulgar words or insulting language, including words, images and metaphors related to gender, race, nationality, occupation, etc., which will affect Ozon’s business reputation.
2. Provide information that violates the laws of the Russian Federation or infringes on the rights of third parties.
3. Show rude and unethical attitudes towards buyers.
4. Use words that insult competitors and their products, or information about the quality of other people’s products, works and services.
5. Make negative comments about Ozon, products, works, services, people, organizations and other Ozon sellers.
6. Provide personal contact information to buyers and propose to use other communication tools.
7. Collect, copy, store, disseminate or use buyers’ personal data in any way.
8. Provide inaccurate information about goods, works, and services.
9. Mislead buyers about the consumption characteristics of goods, works, and services.
10. Promote and mention third-party resources, organizations, and other Ozon sellers on Ozon, including links to external resources outside Ozon, addresses, etc.
2. Communication standards.
When communicating with buyers on the Ozon platform, avoid using uppercase text, excessive punctuation, and emoticons. Maintain a business-style communication style. Respect and courtesy are the cornerstones of effective business communication and sales. Try to use fluent and standardized language.
When encountering customers who are dissatisfied with the product or other disputes, be sure to control your emotions and negotiate with the customer to find a solution. A positive attitude can change the buyer’s impression of your store, which is crucial. When handling disputes, always be professional and patient to ensure buyer satisfaction.
By following the above guidelines, sellers can establish a positive communication atmosphere on the Ozon platform, provide an excellent customer experience, thereby enhancing brand reputation and gaining more business opportunities.