Because the product information presented on the webpage is still not completely convincing, and the languages of the six Southeast Asian countries that Lazada targets are not uniform, this has led to more customers being unable to fully understand the attributes of the products. As a result, the store will face more customer problems. At this time, customer service must patiently answer questions for customers before selling the product, and use the customer’s language to explain product attributes, purchase methods, coupon usage, after-sales guarantee, and transportation time. , store preferential policies, etc.
The benefits of solving pre-sales problems include: improving store stickiness, getting closer to customers, better accumulating fans for the store, increasing product conversion rate, reducing the probability of returns and exchanges, and avoiding unnecessary differences. Comment.
Handling after-sales issues for customers
Although we have patiently explained pre-sales issues, it is inevitable that there will be customers who purchase directly, and then after the customers sign for it, the product will not be there. For problems such as fit or product defects, customers will find the store to apply for a return or exchange. At this time, customer service should speak kindly, actively handle the issue of returns and exchanges, and record the return and exchange data. Of course, there will also be cases where the product is actually good, but due to incorrect use by the customer, the customer applies for after-sales service. The customer service also needs to patiently explain and guide the customer to use the product correctly.
The benefits of handling after-sales issues include: avoiding negative reviews, maintaining store image, and maintaining product weight.