Shopee is a popular cross-border e-commerce platform in Southeast Asia in the past two years, and now the number of Chinese sellers on the platform is increasing. Compared with other cross-border e-commerce platforms, the biggest feature of Shopee is that it has a dedicated customer communication channel, which is relatively convenient. Regarding Shopee seller customer service, the service rules to be understood are as follows.
First, Taiwan: Chinese, Singapore: English, Malaysia: English, Philippines: English. The seller needs to provide customer service for the buyer, as well as maintenance and communication of the subsequent orders. Chinese and English are both international languages, so the possibility of using customer service in a minority language is not high.
Second, Vietnam: Vietnamese, Indonesia: Indonesian, Thailand: Thai. Shopee provides them with a minority language customer service team that matches the seller to provide customer service for the buyer, and the specific order maintenance and communication are communicated by the platform customer service representative. After the seller website in Vietnam, Indonesia, and Thailand is confirmed and approved, it is necessary to contact their account manager immediately to ask him to help contact the platform’s minority language team, provide a minority language team QQ group, facilitate sellers and customers to communicate and contact in time, and assign minority language customer service to provide services.
Third, after joining the minority language QQ group, we need to pay attention to
1. If the seller changes the store’s login password, we must notify the exclusive account manager. If the local customer service cannot log in to the store, it will no longer be able to provide minority language services.
2. The seller does not need to open the chat window. If the chat window is opened, the message will be read by default. The customer service will only reply to unread messages. If the chat window is opened accidentally, timely notification is required to avoid message loss.
3. If the seller finds more unread emails and the customer service does not reply, a reminder can be made in the QQ group to avoid refunds due to slow email replies.
To provide good customer service for Shopee stores, there are many things that need to be mastered, especially in replying to buyers. Everyone must reply in time, otherwise the impact of the reply rate will have a great impact on the store. In addition, we also need to master some customer service skills to better serve shoppers and bring greater benefits to the store.