How to use backend functions to implement customer service responsibilities? Let me introduce to you the customer service skills in Lazada.
Chat room information
We log in to the store’s Lazada backend, and “Chat” in the lower right corner will display the number of unread messages (the picture shows 3 customer messages that have not been viewed) , if there is no number, it means there is no unread customer information. Click to enter the chat list with customers.
Of course, after entering the chat room, you can clearly see that our conversation box is also divided into two major sections. “All” is the total number of customer conversation boxes: “Unread” is the number of unread customer conversation boxes. Note that the number here represents the number of dialog boxes and not the number of messages.
Common buyer questions and response skills
1. How to respond to buyers asking for logistics information
We come to the Customer section on the right side of the chat room. Click the “CheckLogistics Detail” link to query the logistics details of the customer’s order. Of course, it should be noted here that if the customer has placed an order in the same store before, it will also appear in this section. Remember to click on the logistics details of the order that meets the customer’s requirements. You can observe OrderStatus: Delivered (order status) and Order ID (order ID) to check whether the correct order is queried.
2. How to push products in the store to customers
Click the “Product” link on the right side of the chat room. The list will show the products that have been successfully uploaded to the store. We click The “Send” button can send the sales link of the product to the customer. Learning to push store products can accurately guide customers to purchase.
3. How to issue in-store discount vouchers to customers
Click the “Voucher” link on the right side of the chat room, and all types of discount vouchers (event vouchers, event vouchers, etc.) in the store will appear. (Collecting vouchers and code vouchers), we can issue different types of vouchers according to different consumers’ habits of using vouchers, which can be achieved by clicking the “Send” button, thereby stimulating customers’ desire to purchase.