Customer service work is an important factor affecting conversion rate. We can take the following different methods to improve conversion rates according to different situations of buyers.
(1) The buyer has placed an order but has not paid. In this case, we can proactively communicate with the buyer to understand the reason for non-payment and urge the buyer to pay. We can use the following statements:
Hello, do you have any question about the product?
Hello, I noticed that you haven’t paid yet. Do you have any question to askme?
If you can pay today, the product will be able to ship immediately, and you can also get a discount.
(2) Due to procurement problems, the product has not been shipped yet goods. Buyers definitely want to receive the goods as soon as possible after paying. If the package is delayed in arriving at the warehouse on the Shopee platform because we cannot purchase the goods in the order or there are problems with logistics delivery, then the buyer will definitely be anxious. At this time, we must promptly inform the buyer of the specific situation, the measures taken to actively solve the problem, and a positive attitude. We can use the following sentences:
I am very sorry, now our warehouse keeper told us that the bag is out of stock, and other sellers don't have this product either.We need at least 15 days to get it produced.lam very sorry, if you can wait, we will give you some compensation to express ourapology. If you can’t wait, you can cancel the order.
(3)When When the product is about to reach the buyer or the buyer has just received the product but has not evaluated it yet, we can communicate with the buyer and encourage the buyer to comment on the product with pictures. Of course, it is best if the buyer can give a five-star review. We can use the following sentences:
Hello, have you received the product? Can you take a photo and rate it? Thankyou ! If you have any dissatisfaction, please contact customer service first, we will give the best solution.
(4) The buyer is not satisfied with the product and wants to return it. In this case, we need to take a closer look at why the buyer is dissatisfied with the item. If the reason lies in the product itself, then we can give the buyer a partial refund, offer discounts and gifts on the buyer’s next purchase, and try to persuade the buyer to accept the product. We can use the following sentences:
Sorry for your bad shopping experience. May I know why you want to return it? Iam really sorry, there are some scratches on the storage box, I will refund you 2RM tobe some compensation, can you accept this solution?
(5) After the buyer leaves a positive review, we can invite the buyer to pay attention to our store and ask the buyer to help share it with people around him. We can use the following sentences:
Thank you for shopping in our store, you can follow us and get the newest updateinfomation. We’ll be very glad if you can recommend our shop to your friend, have anice day!
(6) Buyers leave negative reviews. We must communicate with buyers in a timely manner and negotiate to modify the evaluation. If we believe that the buyer left a negative review maliciously, you can appeal to the account manager. We can use the following sentences:
I noticed that you gave a bad review to the product. Sorry to give you a badshopping experience. We will improve our product immediately based on your reviews.And I can give you a partial refund. Can you modify your review? Thank you very much!